Frequently Asked Questions

Question about Landlords

It stands for Smarter Property Management. Why? We adapt quickly to changes in environment and always embrace new technology. More than 90% of all enquiries are made online. Having right tools and skills makes all the difference. We offer faster, cheaper and better services to our clients. Check out our virtual tour.

Signs of a good agent are that they are a part of redress scheme, that they have client money protection insurance, use approved deposit scheme and clearly display their fees on their website.

We are a part of:

  • Redress Scheme – PRS Property Redress Scheme
  • CMP – administered through Let Alliance and insured by Hiscox
  • Deposit scheme – DPS
  • Our fees are clearly stated on our website
  • We hold professional indemnity insurance via Hiscox

Yes, from April 2019 all letting agents and property management agents that handle client money in England must obtain CMP. If agents have not obtained CMP, they are liable to be penalised for non-compliance. Since October 2014 it has been mandatory for all letting and property management agents to belong to approved redress scheme.

We focus on quality and service rather than on quantity or number of clients. We believe that the best service will win us more clients and customers in the long run. Our mission is to ensure the best possible service from all of us helping you to maximise income from your investment using innovative and creative solutions. No business can thrive unless it builds a good ongoing relationship and trust with their clients.

We keep an eye on our overheads, instead of running expensive offices in town we work from home and meet our clients digitally or take them out for meetings. We do not staff expensive sales team either. Instead, we grow organically by word of mouth referrals and advertising on our website and social media.

Rent guarantee gives you piece of mind that your rental investment is protected. Sometimes even the best tenants can fall on hard times. If tenant cannot pay, you need to be protected. We’ll ensure that you receive the monthly rent for up to a maximum of 15 months or up to vacant possession, whichever is sooner, and 75% of the monthly rent paid up to 3 months after vacant possession has been obtained. Rent recovery includes up to £100,000 in legal expenses if the tenant is in the breach of their tenancy.

We are the policy holder not the landlord. We make the claim on the landlord’s behalf. However, the agent can give permission to the landlord to make a claim only when the landlord has Let Only service and not rent collection or managed service.

The landlord does not have an insurance contract. The landlord has an interest in the policy. When rent guarantee is set up, the landlord is e-mailed the acknowledgement of interest certificate.

Yes, we reference each tenant and check their identity and right to rent. If they are not able to pass for any reason, we require UK guarantor who is also referenced and credit checked.

Holiday let property landlords will be able to log in into channel manager that we use that synchronises all bookings from different portals including direct bookings into one calendar avoiding double bookings. In portal, the owner can see night rates, guest messages and statistics such as total revenue, revenue per portal, bookings per portal, nights per portal and cancellations per portal.

If you have a holiday rent property already advertising with Airbnb and other travel agents, you can advertise with us as well for free to maximise your exposure and save on hefty 3rd party agent’s fees. You get up to 20 large images, optional video clip, description, google map, availability calendar and personalised guest app.

You can advertise your holiday let property with us for free. We make money through selling additional products and services you will have option to purchase such as tenant referencing, property certificates or virtual tours.

You can receive enquiries via secure e-mail on the bottom of your property details or by mobile number if you decide to display it on your listing.

Question about Tenants

No, we do not charge tenants a penny for admin fees. We will however require a potential tenant to pay 1 week’s holding deposit for us to stop advertising it and stop viewings, and during referencing process. This deposit will become a part of 5 week’s damage deposit logged with DPS.

You have 2 working days to request your holding deposit back should you change your mind or are unable to provide requested information. However, we reserve the right to holding keep deposit if you provide us with false information or fail to request it back within 2 working days.

Tenant referencing is a way for us to find out if the potential tenant is suitable to rent a property. It is conducted via 3rd party referencing agency. They will contact tenant’s previous landlord for references and to see if the rent was paid on time etc. Credit check confirms tenant’s credit history such as CCJs, bankruptcy or insolvency. Tenant affordability checks tenant’s income and employer’s details.

Yes, we do, providing they have a UK guarantor able to pass credit and affordability checks or they pay 6 months rent upfront.

That depends on the landlord of the property. Please get in touch with us and we can advise you.

Yes, you can change existing supplier, however you will need to notify us prior to this.

Generally not, however if they are, it will be listed on the listing.

Question about Guests

Yes, your payment is protected by Client Money Protection. The claimant must notify UKALA in writing of the loss within 3 months of becoming aware of loss.

You can book online through our booking tool or enquire via our online enquiry form. Alternatively, you can book via Airbnb if you prefer, however booking with Airbnb is 18% more expensive as it includes their 3rd party commission fee. We can send you the link to Airbnb listing if you prefer.

To make it easy for travellers, we currently offer 24 hrs cancelation policy. You can cancel your booking up to 24 hrs before your stay free of charge.

Some properties allow pets however whether we do is clearly stated on each listing. If you unsure, please ask us before you book.

  • Complimentary Wi-Fi
  • Bed linens and towels
  • Toiletries
  • Teas & coffees and other condiments found in the property
  • Check-in time is 3 pm
  • Check-out time is 10 am

Every property is listed as no-smoking. This is to ensure that non-smoking guests do not get upset as even despite best efforts to make a property smell fresh the scent of nicotine clings on to everything in that property.

Link to personalised Guest App will be sent to you after your booking is confirmed. You will find useful information about the property such as full address and key safe instructions as well as more information about the local area and recommendations.

No, all properties we advertise are free from landlord’s personal stuff unless it is clearly stated in the listing.

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