Where problems usually appear
Breaches often come from habit rather than intent, such as an old advert template or a message asking for best and final offers. We sample your real materials and show you exactly where the wording needs to change.
- Adverts without one specific rent
- Scripts inviting higher offers
- "No DSS" or "no children" wording
- Rent requested before signing
- Referencing that excludes benefit income
Duties that apply to letting agents
Letting agents in England must belong to an approved redress scheme, must have client money protection if they hold client money, and must publish their fees and membership details clearly. The Tenant Fees Act 2019 also limits what tenants can be charged. The Renters’ Rights Act has added rules on bidding, rent in advance and discrimination, and applies these to agents as well as landlords.
Agents often carry out Right to Rent checks, deposit registration and the serving of documents for landlords. Your terms of business should make clear who does what, so that nothing falls through the gap.
How we run a review
We take a sample of live adverts, application forms, referencing criteria and recent messages from your branch. We compare them with published requirements and list what should change, along with suggested wording. We can also suggest a short routine for checking new adverts and training new staff.
Everything is private to your business. The review is a practical compliance check and it does not replace legal advice on a specific complaint or investigation.
What you receive
You receive a short report with examples, suggested replacement wording, and a one-page guide for your team. We can also help you set up simple records showing how decisions on applicants were made.
Enforcement risk
Councils can investigate reports and take enforcement action, and agents must also belong to a redress scheme. A record of regular checks shows that you take these duties seriously. It does not remove the need for legal advice on a specific complaint.
Review the whole applicant journey
Follow one real letting from its advert through the enquiry reply, viewing, affordability assessment and proposed agreement. A compliant advert can still be undermined by a later message inviting a higher offer or excluding an applicant without an individual assessment. Record where each template is used and who can change it.
For each finding, keep the original example, the replacement wording and the date staff were told to use it. Separate a wording problem from a decision-making problem: changing a phrase does not fix an unfair process. Sample both accepted and unsuccessful applications, using only the personal information necessary for the review, and refer contested legal issues for specialist advice.
Official guidance for this service
Use these sources to check the rules and procedures relevant to your situation. Our preparation service is independent of the organisations linked below.
Questions about this service
Is this suitable for a small independent agent?
Yes. A one-branch agent can use the same checks. We scale the sample to the number of adverts and staff you have. Start with the documents and adverts your branch actually uses, including application replies and fee information. A proportionate review can identify practical changes and ownership of follow-up tasks without requiring a large portfolio. The scope is agreed before work begins and does not replace legal advice on a live complaint.
Can you train our staff?
We can provide a one-page guide and example wording for your team. Tell us about your team in your inquiry and we can discuss what else would help. Explain which tasks staff handle, such as adverts, viewing requests or affordability assessments, and where problems arise. We can tailor practical examples to those workflows. Confirm the agreed deliverables first; a guidance sheet should not be presented as professional accreditation or comprehensive legal training.
Can we use the same process for portals and social media?
Yes. The same rules apply to any written advert. We check your listings on portals, your website, your window cards and your social media. Keep examples from each channel because shortened posts and direct-message replies can introduce different wording. Record who approves changes and which version was published. A consistent process should cover the complete applicant journey, not just the main listing description.
Do you check our referencing?
We check how your criteria treat applicants on benefits or with children, and whether the process is applied consistently. We do not carry out referencing itself. Provide the written criteria and anonymised examples where appropriate, without sending unnecessary applicant records. We focus on the process and wording, including how decisions are explained. We do not verify an applicant’s identity, calculate their creditworthiness or decide whether a particular person should receive a tenancy.
Can a tenant still offer more?
Agents and landlords must not ask for, encourage or accept offers above the advertised rent. Keep the advertised amount visible and use a consistent response if an applicant volunteers a higher figure. Record the offer and your reply rather than inviting a bidding discussion. Our review can help align portal adverts, email templates and staff guidance so they do not encourage an above-price offer indirectly.
Can we still check affordability?
Yes. Fair affordability checks are allowed, but must not exclude people because they receive benefits or have children. Use objective criteria consistently and explain what income and expenditure information is needed. Keep a record of the actual assessment process rather than relying on labels such as benefits claimant or family. Our service checks the workflow and wording; it does not carry out referencing or approve individual applicants.
