Legal
Client money protection
When we collect rent or hold a deposit, that money belongs to you or your tenant — not to us. This is how it's kept safe.
What client money is
Client money is money we hold on behalf of landlords and tenants: rent we collect before paying it to the landlord, tenancy deposits we hold, and money set aside for repairs.
How we look after it
- We keep client money in a dedicated client bank account, separate from our own money.
- We only use it for the purpose it was paid for — for example, paying a landlord their rent less our agreed fees.
- Landlords get a statement every time we pay them.
- Tenancy deposits are protected with a government-authorised deposit scheme.
What client money protection means
Every letting agent in England that holds client money must belong to a government-approved client money protection (CMP) scheme. If an agent fails to pay back client money it holds — for example because it goes out of business or misuses the money — landlords and tenants can claim it back from the scheme.
If you have a concern
If you're worried about money we hold for you, please follow our complaints procedure so we can look into it straight away. Our terms of business explain how and when we pay landlords.