At Your Home Managed, we are committed to treating all prospective tenants fairly, transparently, and in full compliance with English law. Our tenant-enquiry procedure is built around the following core principles:
Non-discrimination — We comply with the Equality Act 2010 and relevant guidance to avoid unlawful discrimination.
Legal compliance — We adhere to all applicable statutory and regulatory obligations, including client money protection, right-to-rent checks, permitted fees, and deposit protection.
Transparency — We are open about our processes, fees, and how enquiries are handled.
Accountability — We belong to a government-approved redress scheme and maintain a clear complaints process.
Professional service — We follow best practice codes to ensure quality, consistency, and duty of care.
When a prospective tenant contacts us (via website, phone, email, or in person), we follow a structured process:
Welcome and information gathering
We thank them for their enquiry and clearly explain who we are (YourHomeManaged.com), and what we do.
We collect key information needed to proceed: name, contact details, number of prospective tenants, desired property type, move-in date, budget, and any particular requirements (e.g., pet policy, parking, furnishing).
We also check right away whether they have the legal right to rent in the UK, explaining that we will need to verify this later.
Providing property information
We send accurate, up-to-date details of available properties: size, rent, deposit, permitted fees, location, EPC rating, and any other relevant conditions.
We explicitly outline permitted tenant payments, in line with the Tenant Fees Act 2019, such as holding deposit, rent, security deposit, and permissible default fees. (GOV.UK)
We do not obscure or hide any charges; we present a full breakdown of any costs in advance, as required by good practice and redress scheme codes.
Scheduling viewings
If the tenant is interested, we propose viewing times.
We respect their availability, and we do not pressure them to make an offer during the viewing.
When arranging viewings, we comply with health & safety and legal standards (e.g., gas safety, EPC, deposit terms), ensuring the property meets its legal obligations.
Because we operate in England, we must perform right-to-rent checks on adult occupants. We follow the Home Office Code of Practice on conducting these checks without discrimination. (GOV.UK)
We request valid identity and immigration documents (e.g., passport, biometric residence permit) for each adult to be named on the tenancy.
We carry out the checks in a way that is consistent and non-discriminatory, in line with the Equality Act 2010. (GOV.UK)
We maintain a “statutory excuse” for civil penalties by following prescribed procedures. (GOV.UK)
All records of right-to-rent checks are stored securely and in line with data protection obligations.
We rigorously ensure that our tenant-enquiry process complies with discrimination law and the upcoming Renters’ Rights Act 2025:
We do not refuse viewings or deny tenancy on unlawful grounds, such as race, disability, sexual orientation, or any other protected characteristic. (The Property Ombudsman)
From 1 May 2026, the Renters’ Rights Act prohibits discrimination based on a tenant having children or receiving benefits. (GOV.UK)
We require all staff and agents to be trained in equality-sensitive communication and practice.
Any decision to refuse an applicant or not proceed with an offer is documented, justified, and objectively assessed against legitimate criteria (such as affordability, referencing outcome), not personal characteristics.
Once a tenant indicates serious interest, we proceed with referencing:
References
We request references: typically previous landlord/employer, credit check (if agreed), and background.
Our referencing provider is transparent about what data they collect and how they use it, in compliance with data protection law.
Affordability
We assess the tenant’s income (or guarantor, if used) to ensure rent is affordable (e.g., rent-to-income ratio).
We explain clearly to the tenant what documentation we need (pay slips, bank statements) and why.
Before agreeing tenancy terms:
We clarify to the tenant that any deposit collected will be protected under a government-authorised tenancy deposit scheme (TDS, MyDeposits, etc.). (Wikipedia)
We explain all tenancy terms, including duration, rent payment dates, permitted payments (including default fees), and responsibilities (repairs, utilities, check-ins).
We provide a copy of the tenancy agreement for review and encourage the tenant to seek legal or independent advice before signing.
At YourHomeManaged.com, all client funds (deposits, rents) are held in accordance with the law and protected by a Client Money Protection (CMP) scheme. (GOV.UK)
We clearly display which CMP scheme we are a member of, both in our office (if applicable) and on our website.
We provide periodic statements to both landlords and tenants, reconciling funds held, payments made, and any deductions.
We are a member of a government-approved redress schemes and other bodies, including UKALA, NRLA, The Property Redress Scheme and ICO. (GOV.UK)
We clearly state which redress scheme we belong to on our website on any written tenant literature, as required.
We maintain an internal complaints procedure:
Tenant raises the complaint.
We investigate promptly and objectively.
If unresolved, we signpost the tenant to our redress scheme for an independent review.
We maintain detailed records throughout the enquiry process, including:
Initial enquiry data (name, preferences, communicated materials)
Right-to-rent check records
References and affordability assessments
Communications and decisions (e.g., why an offer was made or refused)
Deposit protection documentation
Payments receipts
Complaints and redress correspondence
These records enable us to demonstrate transparency, compliance, and fairness in any subsequent review by landlords, regulators, or redress bodies.
To sustain high standards:
All staff (letting negotiators, referencing teams, compliance) undergo regular training on relevant legal and regulatory obligations:
Tenant Fees Act 2019 (GOV.UK)
Right-to-Rent Code of Practice (GOV.UK)
Equality Act 2010 and non-discrimination principles (The Property Ombudsman)
Redress scheme codes (e.g., TPO Code of Practice) (The Property Ombudsman)
We perform regular internal audits of our enquiry-handling procedures to ensure compliance and continuous improvement.
On our website (www.yourhomemanaged.com), we commit to transparency: outlining our policies for tenant enquiries, fees, protections, and redress.
We provide regular reports to landlords on the number of enquiries, referencing outcomes, and upholdment of policy.
If required, we can provide evidence of our compliance to regulatory bodies, landlords, or government stakeholders.
We identify and mitigate potential risks in tenant enquiries:
Discrimination risk: mitigated by staff training, documented decision-making, and fair criteria.
Right-to-rent penalties: mitigated via consistent checks, following statutory code, and record-keeping.
Fee non-compliance: mitigated via transparent fee schedules, up-front disclosure, and referencing Tenant Fees Act guidance.
Client money mismanagement: mitigated by using a regulated CMP scheme and regular reconciliations.
Complaints risk: mitigated via formal redress scheme membership and internal escalation procedures.
The procedures described above reflect Your Home Managed’s commitment to a robust, fair, and legally compliant tenant-enquiry process in England. They are designed to give landlords confidence that we operate with integrity, to reassure tenants that they will be treated equitably, and to provide transparency and accountability to regulators or other stakeholders.
