In the guide
This guidance is for England
One of the provisions in the Consumer Rights Act 2015 relates to requirements for accommodation letting agents and property management businesses to display their fees and charges to clients.
The requirements relate to businesses that receive instructions from clients regarding accommodation to be let under assured tenancy agreements to:
- introduce prospective tenants to landlords with available accommodation for rent
- arrange assured tenancy contracts between landlords and tenants
- carry out property management services for landlords
The fees that have to be indicated are the fees, charges and penalties payable to the letting agent by their clients under contracts for:
- introducing tenants to landlords with available accommodation for rent
- arranging assured tenancy agreements
- the management of rental properties
However, the following fees do not have to be indicated:
- rental charges
- tenancy deposits
- any fees, charges, penalties that the letting agent receives from a landlord under a tenancy on behalf of another person
- any other fees, charges or penalties specified in regulations
An assured tenancy is one as defined in the Housing Act 1988 (excluding long leases as defined in the Leasehold Reform, Housing and Urban Development Act 1993) except where the landlord is a:
- private registered provider of social housing
- registered social landlord
- fully mutual housing association
Letting agents must display a list of relevant fees:
- in each of their premises where they deal with clients or potential clients face-to-face
- on their website (if they have one)
This list must be displayed in a conspicuous place.
Where a letting agent advertises on a third party website that agent must either:
- display a list of their relevant fees on that website
- provide a link on that website to a part of the agent’s website where a list of those fees is published.
The displayed fees list must include:
- an adequate description of each fee and its purpose
- whether the fee is payable for the accommodation or by each tenant
- the total amount of the fee inclusive of all taxes
- the method of calculating the fee, if the fee cannot be determined in advance
Client money protection
Property agents (those who engage in letting agency or property management work in England) are required to belong to an approved client money protection scheme.
Such property agents must display or publish, together with the required list of fees, a statement indicating that the agent is a member of a client money protection scheme and providing the name of the scheme.
If the client money protection scheme to which a property agent belongs issues a certificate confirming membership of the scheme, the property agent must:
- display the certificate at each of the agent's premises in England at which the agent deals face-to-face with clients in a place where it is likely to be seen by the clients
- publish a copy of the certificate on the agent's website (if they have one)
- produce a copy of the certificate to any person who may reasonably require it, free of charge
Property agents must notify clients in writing within 14 days if their membership of a client money protection scheme is revoked or provide clients with details if they change membership to a different scheme.
Guidance on client money protection is available on the GOV.UK website.Back to top
Complaint redress scheme
Letting agents engaging in letting agency or property management work relating to private accommodation must be a member of a redress scheme for dealing with complaints in connection with that work.
Such businesses must display:
- a statement that they are a member of a redress scheme, and
- the name of the redress scheme
For more information see Letting Agents and Property Managers: Which Government Approved Scheme do you Belong To?, which was produced by the Ministry of Housing, Communities and Local Government.Back to top
Failure to comply with trading standards law can lead to enforcement action and to sanctions, which may include a fine and/or imprisonment. For more information please see 'Trading standards: powers, enforcement & penalties'.Back to top
Last reviewed / updated: July 2019