Code of Conduct

I will always act in a fair, honest and reasonable way in all my dealings with prospective and/or existing tenants. No prospective and/or existing tenants will be treated less favourably by me than any other person or groups of persons because of their race, colour, ethnic or national origin, religion, gender, disability, appearance, marital status, sexuality, politics, social status or their responsibility for dependants.

I shall have adequate insurance and advise tenants of the extent of that insurance. In respect of Content Insurance, I shall specify exactly what items I own are insured and advise the tenants of the need to insure the contents they own, if they wish.

I shall keep appropriate records and logbooks, and shall retain certificates required by law (e.g. gas safety certificates). Copies of these certificates shall be made available to tenants. Such certificates shall be available to the scheme administrator on request.

My name and current correspondence address will be stated on the tenancy agreement, together with the address and telephone numbers of any managing agent or person/s acting on behalf of me. At least one contact address shall be in Wales or England.

I will provide the tenants with a written tenancy agreement that will clearly set out the terms of the tenancy. I shall retain a signed copy of this agreement and also provide the tenants with a signed copy. In addition to statutory requirements, the tenancy agreement should clearly inform the tenant of the following:

1. The amount of rent to be paid, including dates, amounts and method of payment
2. Who is responsible for the payment of all utility charges and Council Tax
3. If there is a fee charged for the arranging of a letting agreement
4. The scheme within which the deposit (if one is collected) has been protected.

A comprehensive list (which should include a full detailed description and schedule of condition) of all furniture, furnishings and equipment provided with the property shall be available at the commencement of the tenancy - any damage will be noted. This list will be signed and dated by me and the tenants and a copy provided to the tenants. A photographic inventory is advisable.

At the start of the tenancy I shall inform the tenants of the refuse collection day, the use of the heating and hot water installations, the location of the water stop tap, gas shut off valve and the window and door locks. I will also inform the tenants about the safe use of the fire equipment provided. Written guidance will be issued where necessary/requested.

I will keep a record of rent payments and provide a rent book (if the rent is payable on a weekly basis) or other form of receipt for all payments made by tenants.

If the tenancy is a student let, any arrangements relating to a summer retainer will be stated clearly in writing.

Where the letting agreement includes a clause requiring the tenant not to cause a nuisance or annoyance, I will use reasonable endeavours to achieve compliance. The response should be measured, and court proceedings a last resort.

Any agreed pre-tenancy repairs or up-grading will be confirmed in writing and the timescales noted at the time of agreement. I will fulfil all obligations by the date agreed by both parties.

I must have made an application for any applicable Houses in Multiple Occupation (HMO) licences, and for all properties that may be located within a selective licensing area. I will meet or will comply with the licence conditions within agreed timescales for all such properties.

If I make any alterations to the property that require building regulation or planning approval, I will ensure the appropriate approval is sought prior to starting works, and will ensure the work is certified on completion.

If I need to have work done or a service carried out to gas appliances or flues, then I will employ a suitably qualified person (part of the Gas Safe Register).

If I need to have work carried out which is covered by Part P of the Building Regulations, I will either notify Building Control, or employ an Authorised Competent Person, currently certified by one of the following organisations:

• BRE Certification Ltd;
• British Standards Institution;
• ELECSA Ltd
• NAPIT Certification Ltd;
• NICEIC Certification Services Ltd.

When having a periodic inspection and test carried out, I will also ensure I employ an authorised competent person.

I will ensure that any properties and any land within its boundaries are maintained free from all avoidable hazards as defined under the Housing Health and Safety Rating System. Additionally no Category 1 hazards should be present in a property. All accommodation should be in a reasonable state of repair, have adequate amenities and other facilities as laid down in legislation and local standards.

I shall improve all substandard rented accommodation to legal minimum standards within a reasonable timescale. I will prepare an Improvement Plan, which sets out how, and within what period, I intend to improve any sub-standard properties. This plan may be requested by any Local Authority having reason to inspect such a property whilst fulfilling their statutory functions.

I shall ensure that both the interior and any gardens/yards etc. will be in a clean and tidy condition at the commencement of each tenancy.

Any communal areas that are my responsibility will be maintained in a clean and tidy condition, and I will ensure the property is in a good state of repair throughout the tenancy.

I, through all reasonable endeavours and responsibilities, will maintain to a reasonable state the visual appearance of dwellings, outbuildings, gardens, yards and boundaries, so as not to detract from the visual amenity of the area.

I will state in writing at the commencement of the tenancy who must be contacted for repairs including an ‘out of hours’ emergency number for evenings and weekends

I will respond to repair requests within a reasonable timescale, which under normal circumstances are as below:

Priority One - Emergency repairs: any repairs required in order to avoid a danger to health; risk to the safety of residents or serious damage to buildings or internal contents - within 24 hours of report of defect. In circumstances where this is not practicable, I will make best temporary arrangements.

Priority Two - Urgent repairs: repairs to defects, which materially affect the comfort or convenience of the residents - within five working days of report of defect.

Priority Three - Non urgent day to day repairs: reactive repairs not falling within the above categories - within 28 working days of report of defect.

I shall visit my properties at appropriate intervals to inspect the general condition and for any outstanding repairs (noting information on visiting the property below).

I will incorporate energy efficiency improvements into refurbishment schemes, where practicable.

I will respect a tenant’s right to peaceful and quiet enjoyment of the property, and accept I am not entitled to enter the tenant’s living area without permission.

Where access is required for routine inspection/s or viewings, the tenant will receive notification of the date, time and purpose of the visit not less than 24 hours in advance, unless otherwise agreed, and with the exception of circumstances where issuance of such notice is impracticable (such as a genuine emergency).

I will not resort to any unlawful means to regain possession of property.

I will not refuse a tenant a reference for the purposes of securing a new tenancy, without good cause.

Tenants are issued with clear written guidelines regarding the standard of cleaning and other arrangements, including the period of notice required, for bringing the tenancy to an end so as to avoid misunderstanding regarding the standard of cleanliness and condition of the dwelling expected at the end of the tenancy.

I will take steps to maintain and improve my knowledge of current relevant legislation and good practice.

I will not act in such a manner that brings the Accreditation Scheme into disrepute.

All references to an individual in this Code shall apply equally to relevant Directors, Partners and/or employees of a Company or business accredited under this scheme.

As an agent I will provide a written statement of terms and conditions to the landlord, detailing all the rights and responsibilities and liabilities of the agent agreement.

Agents who are not responsible for property standards will inform the landlord in writing of any areas requiring attention, or other statutory requirements, and will notify the Local Authority if the landlord fails to rectify the issues in a timely manner. As an agent I will, when made aware by any occupier of a serious risk to anyone’s health or safety, advise them to notify the Local Authority. In the event of the occupier being unable to do this, I will report the matter on their behalf.

I shall provide all landlords with information about the LAWs and urge them to join.