Code of Practice

Accreditation

Sparemove is a member of the following codes of practice. These accreditations provide sellers, buyers, landlords and tenants with an assurance that they will receive the highest level of customer service.

Sparemove Ltd

Registered Company Address: 62 Sherrard Road, Forest Gate, London, E7 8DW

Office Address: Unit 9 Railway Station Bridge, Woodgrange Road, Forest Gate London E7 0NF

We trade as a limited company registered at Companies House Registration Number: 8816073

Safe Agent (www.safeagents.co.uk)

Sparemove is a proud member of SafeAgent-SAFE – Safe Agent Fully Endorsed – is a mark denoting firms that protect landlords and tenants money through client money protection schemes.

The Property Ombudsman (www.tpos.co.uk)

Sparemove is a proud member of The Property Ombudsman-The Property Ombudsman (TPO) scheme has been providing consumers and property agents with an alternative dispute resolution service for 25 years and provides consumers with a free, impartial and independent alternative dispute resolution service.

The National Approved Letting Scheme (NALS) (www.nalscheme.co.uk)

Sparemove is a proud member of The National Approved Letting Scheme-For tenants and landlords alike, the NALS logo means instant peace of mind. NALS, (The National Approved Letting Scheme) is an independent licensing scheme for lettings and management agents.

That means when people see the NALS name, they know that firm has agreed to meet defined standards of customer service, is part of a Client Money Protection Scheme and has a customer complaints procedure offering independent redress.

My Deposits (www.mydeposits.co.uk)

Sparemove is a proud member of mydeposits.co.uk – Our deposit protection scheme is designed to enable landlords and letting agents in England and Wales to take and hold a deposit for the duration of tenancy.

LONDON Rental Standard (https://www.london.gov.uk/what-we-do/housing-and-land/renting/london-rental-standard)

The London Rental Standard is a voluntary set of minimum standards that the Mayor expects from landlords, managing agents and letting agents that operate in London’s private rented sector. The aim of the London Rental Standard is to raise professional standards in the capital’s private rented sector by providing a consistent standard of accreditation to consumers and a vehicle for increasing the number of accredited landlords and agents.

The London Rental Standard will underpin a major expansion in landlord and agent accreditation, support the development of a single badge of accreditation for all accrediting organisations, and help to expose the small minority of rogue landlords and agents who neglect their responsibilities. It will be implemented by the Greater London Authority (GLA) in partnership with boroughs, the industry and tenant bodies. Consumers will benefit from increased transparency, accountability and redress, while landlords and agents will benefit from incentives, training and a commercial advantage in a highly competitive market. The aim is for the London Rental Standard to be adopted by all accreditation organisations so that there is consistency across the entire sector.

Complaints Procedure

The Sparemove complaints procedure has been structured to ensure that any concerns are dealt with as quickly and efficiently as possible. Please follow this process:

1) Speak/email to your Negotiator or Manager

We receive very few complaints; however, we understand that sometimes things don’t go exactly to plan and occasionally go wrong. If this occurs, we encourage you to try and resolve the situation with the member of our team you have been dealing with.

2) Write to the Director

If we are unable to resolve the situation at step 1 you may write to the director at the following address-

Mahbub Chowdhury

62 Sherrard Road

London

E7 8DW

Your complaint will be acknowledged within three working days of receipt and an investigation undertaken. A formal written outcome of the investigation will be sent to you within 15 working days.

3) Refer the matter to the Ombudsman

Following the Director’s investigation, a written statement expressing Sparemoves’ final view will be sent to you. This will include any offer(s) made. This letter will confirm that you are entitled if dissatisfied to refer the matter to The Property Ombudsman within six months for a review. It is also important to note that The Property Ombudsman Service (TPOS) will not consider your complaint until our internal complaints procedure has been exhausted.

Agency Fees

Sparemove is a proud licensed agency which adheres to all rules and regulations. We commit ourselves in being honest and transparent, which is the same ethos we use when it comes to agency fees.

Agency Fees Explained

Relevant letting fees and tenant protection information
As well as paying the rent, you may also be required to make the following permitted payments.

Permitted payments
Before the tenancy starts (payable to [Sparemove] ‘the Agent’)
Holding Deposit: 1 week’s rent
Deposit: 4/5 weeks’ rent (Not greater than 1 month rent)

During the tenancy (payable to the Agent)

For English properties:

Payment of up to £50 if you want to change the tenancy agreement

Payment of interest for the late payment of rent at a rate of 3%.

Payment of £50 for the reasonably incurred costs for the loss of keys/security devices

Payment of any unpaid rent or other reasonable costs associated with your early termination of the tenancy.

For Welsh properties:

Payment for the late payment of rent £50

Payment for a breach of the tenancy agreement up to the prescribed limit.

During the tenancy (payable to the provider) if permitted and applicable

Utilities – gas, electricity, water
Communications – telephone and broadband
Installation of cable/satellite
Subscription to cable/satellite supplier
Television licence
Council Tax

Other permitted payments
Any other permitted payments, not included above, under the relevant legislation including contractual damages.

Tenant protection

Sparemove is a member of NALS CMP, which is a client money protection scheme, and also a member of The Property Ombudsman, which is a redress scheme. You can find out more details on the agent’s website or by contacting the agent directly.

Fees to: Landlord

Tenant Finding:  8% of monthly rent (One off fee)

Find professional vetted tenants, Professional photography, Comprehensive marketing, Collect & remit initial months’ rent received

Rent Collection: 10% of monthly rent

All of above, Rent collection & Serving notice

Fully Managed: 12% of monthly rent

All of above, Dedicated property manager, Deposit protection, Arrange check in/out, Regular inspections & FREE legal pack

IF YOU HAVE ANY QUESTIONS REGARDING OUR FEES, PLEASE ASK A MEMBER OF STAFF.

Proving Your Identity & Ownership Of A Property

(Acceptable Documents – Money Laundering Regulations 2017)

(Money Laundering Reporting Officer at Sparemove: Mahbub Chowdhury)

As with all Estate Agents, Sparemove is subject to the Money Laundering Regulations 2017. This means that we have to obtain and hold identification and proof of address for all customers. Additionally, we are also required to establish whether there are any beneficial owners on whose behalf the transaction or activity is taking place, hence, we would request you to identify anyone who you would consider to be a beneficial owner. Where appropriate, the source or destination of funds may also be requested. Without this information we will be unable to proceed with any work on your behalf.

Below is a list of acceptable identity documents. We require sight of all original or certified documents. Subject to your individual circumstances, Sparemove may liaise with you for further/other documentation.

Individual identity documents

Sparemove requires one document from List A and one document from List B.

LIST A – IDENTITY DOCUMENT

-Current signed passport

-Valid UK driving licence

-EEA member state identity card

LIST B – PROOF OF ADDRESS

-UK/EU/EEA Drivers Licence (if UK Drivers Licence not used as ID)

Must be valid, not expired. Photo only. Full or provisional.

-Bank, Building Society or Credit Union Statement

Dated with 3 months. Must include account number and show recent activity. No general correspondence.

-Credit Card Statement

Dated within 3 months. Must include account number and show recent activity. No general correspondence.

-UK, EU, EEA Mortgage statement

Dated within 12 months. Must show account number. No general correspondence.

-Utility Bill

Dated within 6 months E.g. Gas, electricity, water. Must show address for service and/or account number. No general correspondence.

-Telephone Bill

Dated within 6 months E.g. Landline or mobile pay monthly (excluding pay as you go). Must show address for service and/or account number. No general correspondence.

-Council Tax

Dated within 12 months. Must show address for service and/or account number. No general correspondence.

-Tenancy Agreement

Dated with 12 months. Must state full name and full property address. Issued by local council, housing association, solicitor or reputable letting agent.

-Benefits Entitlement Letter

Dated within 12 months. Issued by DWP or Jobcentre plus. Must confirm benefit payable at time of issue. E.g. Pension, disability, single parent, housing etc.

-HMRC Tax Notification

Dated with 6 months. Must state national insurance number and tax calculation. No general correspondence.

-Home or Motor Insurance Certificate

Dated within 12 months. Must state insured address or registered address for vehicle and policy number. No general correspondence.

-UK solicitors letter confirming house purchase/land registration

Dated with 3 months. Must state full name of new proprietor and full property address.

-NHS Medical Card or letter from GP confirming registration

Dated within 3 months. Must state individual’s date of birth and NHS number. No general correspondence.

-Official confirmation of Electoral Register entry or official poll card

Dated within 12 months. Must state full name and full address. No general correspondence.

-Police Registration Certificate

Dated within 12 months. Must state the full residential address of the individual.

Probate

If you are acting as a Representative of an Estate we require the following:

-Grant of Probate (if a will was left)

-Letter of administration (if no will left)

-Individual identity evidence from List A & B for the Personal Representative, either executor or administrator

Limited company

If you are acting as a Representative of a UK Company we will also require the following:

-Certificate of Incorporation

-Articles of Association

-Memorandum of Association

-Latest Annual Return or Confirmation Statement, with details of current company officers

-If offshore, nominee director declaration and a general power of attorney

-Individual identity evidence from List A and B for all individuals or entities with 25% or more of the shares or voting rights in the company

If you are acting as a Representative of an Offshore Company we will also require the following:

-Certificate of Incorporation

-Articles of Association, Memorandum of Association, Latest Annual Return with details of current company officers, Share Certificate(s) showing the Ultimate Beneficial Owner OR

-Certificate of Incumbency

-If the shares are owned by another company, repeat steps above for the holding company

-Nominee director declaration and/or general Power of Attorney (if applicable)

-Individual identity evidence from List A and B for all individuals or entities with 25% or more of the shares or voting rights in the company

Trust

If you are acting as a Representative of a Trust we require the following:

-Trust deed

-List of trustees

-List of beneficiaries

-Individual Identity evidence from List A & B for all individuals with a vest interest in 25% or more of the capital and/or those who exercise control over the Trust