Permitted Payments and Tenant Protection

Permitted Payments – Properties in England

In accordance with the Tenant Fees Act 2019, as amended, tenants and prospective tenants may only be required to make payments which are permitted by law.

In addition to rent, the following payments may be required where applicable:

• A refundable holding deposit of no more than one week's rent to reserve a property.
• A refundable tenancy deposit of no more than five weeks' rent where the annual rent is less than £50,000, or six weeks' rent where the annual rent is £50,000 or more.
• A payment to vary, assign or novate a tenancy at the tenant's request, capped at £50 (including VAT), unless the landlord or agent can demonstrate that their reasonable costs are higher.
• A payment where a tenant requests to leave the tenancy without giving the required amount of notice. Any payment will not exceed the loss suffered by the landlord or the reasonable costs incurred by the letting agent as a result of the tenant leaving early.
• Payments in respect of utilities and services, where applicable, including electricity, gas or other fuel, water, sewerage, telephone, internet and television services.
• Television licence payments, where applicable.
• Council Tax, where the tenant is responsible for payment.
• Interest on late payment of rent, where permitted by the tenancy agreement and the rent has been outstanding for 14 days or more. Interest will not exceed 3% above the Bank of England base rate and will be calculated on the outstanding rent for the period during which it remains unpaid.
• The reasonable cost of replacing a lost key, security device or other means of access, where required under the tenancy agreement. Evidence of the reasonable costs incurred will be provided.
• Any other payment expressly permitted under the Tenant Fees Act 2019, as amended from time to time, or other applicable legislation.

Any payment which is not permitted by the Tenant Fees Act 2019 will not be charged.

Tenant Protection and Redress

The Property Ombudsman

Redwoods Estate Agents is a member of The Property Ombudsman (TPO), an independent redress scheme for consumers dealing with property agents.

If you have a complaint, you should first follow Redwoods Estate Agents' internal complaints procedure. If your complaint cannot be resolved through our internal procedure, you may be entitled to refer the matter to The Property Ombudsman in accordance with its rules and procedures.

Website: www.tpos.co.uk

The CTSI Approved Code Scheme logo must not be displayed and references to Redwoods Estate Agents being CTSI Approved should not be included.

Client Money Protection

Redwoods Estate Agents is a member of the UKALA Client Money Protection Scheme.

UKALA Client Money Protection provides protection for client money held by letting and property management agents in accordance with the applicable scheme rules and statutory requirements.

Our current UKALA Client Money Protection membership certificate is displayed on this website and is also available free of charge on request.

Tenancy Deposit Protection

Where Redwoods Estate Agents receives a tenancy deposit which is required by law to be protected, the deposit will be dealt with in accordance with the applicable tenancy deposit protection legislation and protected with an authorised tenancy deposit protection scheme.

Redwoods Estate Agents uses the Deposit Protection Service (DPS) where applicable.

Tenancy deposit protection through the DPS is separate from Client Money Protection provided through UKALA.

For further information regarding permitted payments, tenant protection or our complaints procedure, please contact Redwoods Estate Agents.

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