Professional Standards
To prove our commitment to providing a thoroughly professional service to our clients, we voluntarily joined the following schemes and strictly adhere to their codes of conduct.
NATIONAL APPROVED LETTING SCHEME
The Carrington Partnership is a member of the NALS nationwide letting scheme – set up to provide a much- needed benchmark accreditation scheme to enable landlords and tenants to avoid the pitfalls of dealing with “cowboy” letting agents.
NALS (The National Approved Letting Scheme) ensures that agents comply with defined service standards and have in place a customer complaints procedure underpinned by an arbitration scheme, Professional Indemnity Insurance and Client Money Protection cover.
The Scheme is supported by some of the most powerful voices in the property industry. The Association of Residential Letting Agents (ARLA), the National Association of Estate Agents (NAEA) and the Royal Institution of Chartered Surveyors (RICS) support NALS, which is also endorsed by the ODPM (Office of the Deputy Prime Minister), the Housing Corporation and the British Property Federation. Membership is open to organisations that have a director, principal or partner who is a member of one of the professional bodies.
We are proud to announce that we have now been given “SAFE AGENT” status which means that clients can be assured that they will receive a professional service, be treated fairly and that client monies are secure.
THE PROPERTY OMBUDSMAN SCHEME
The Property Ombudsman (TPO) Scheme provides a free, fair and independent service for dealing with unresolved disputes between member agents and tenants and landlords of property in the UK. The TPO is a member of the British and Irish Ombudsman Association and follows the standards and rules of the association. The Ombudsman is a totally independent of the TPO member agents and reports directly to the TPO council which has a majority of non-industry members.
WHAT CAN TENANTS AND LANDLORDS EXPECT FROM THE TPO SCHEME MEMBER AGENT?
The TPO Letting Code of Practice requires agents to meet all their legal obligations when acting as letting agents, but it goes above and beyond that by requiring the agents to adopt and follow ‘best practice’. This includes:
- Duty of care. A letting agent must always work in the best interests of the client, that is to say the person who is paying for the letting agency services (usually the landlord). But the agent must also always treat fairly, and with courtesy, all those involved in the proposed renting or letting. If the agent or one of its staff has any personal or business interest in the property, the landlord must be told.
- Impartiality. An agent must make sure that no tenants or landlords are disadvantaged because they are unfamiliar with any aspect of the letting process. An agent will offer the appropriate explanations and assistance to all regardless o age, race, religious belief, gender, sexuality, ethnicity or disability.
- Access. The agent must keep accurate records of keys held and inform current tenants of any access required, except in cases of genuine emergency.
THE NATIONAL ASSOCIATION OF ESTATE AGENTS
By using a Licensed NAEA agent clients are guaranteed:
- That the agency is covered by a Client Money Protection (CMP) Scheme
- The NAEA have the ability to make discretionary grants (up to pre-set limits) if a client suffers financial loss due to the bankruptcy or dishonesty of the member and/or their firm
- That the agency has Professional Indemnity Insurance – ensuring that clients are financially covered for successful claims relating to members
Negligence, bad advice or mishandling of data. - To be consulting with a qualified and trained agent who can give you professional up-to-date advice and guidance.
- All members are required to carry out at least a minimum level of Continuous Professional Development (CPD) each year and many do more.
- That you are dealing with an agent who voluntarily follows the Code of Practice and Rules of Conduct laid down by their professional body.
- If an agent does not follow the code, they can be fined or in the worst cases expelled from membership of the NAEA. Our disciplinary process includes everything from cautions and warnings right through to the more severe penalties of upto £5000 for each rule breached. Clients can be sure that the highest standards are upheld.
- That clients have a route to redress should something go wrong.
- It is a mandatory requirement that members belong to an independent redress scheme, the choice being either the Ombudsman Services:Property or the Property Ombudsman Service. This gives the consumer an added level of protection.
LEGAL HELPLINE
To ensure that our clients are offered the best possible service, The Carrington Partnership employ specialists in property law to provide expert advice on demand. This advice is made available to our clients free of charge as and when necessary upon request.