Letters Group feel strongly that we must provide our clients with the best level of service that we can. This enables us to ensure that we take the greatest care when managing or handling your property at all stages of the journey with us.
Anyone can offer you a sales, letting or management service because the industry is completely unregulated. They can hold significant sums of client money – perhaps your money! – and do pretty much as they like.
With this in mind we choose to stand out from the crowd and below we have highlighted our accreditations so that you can feel reassured that by working with us you are in good hands.
We have chosen to join the Association of Residential Letting Agents (ARLA).
Their membership commits us to their clear, professional standards and published bylaws. You can check the details at any time on the ARLA website: www.arla.co.uk
We work to a strict set of bylaws and code of conduct, which you can find here.
Even the best people make occasional mistakes, so we are careful to maintain our professional indemnity insurance. There is no wriggling out of responsibilities from us.
Your income is protected, we maintain ‘Client Money Protection’. It safeguards money that is rightfully yours, and ARLA are there to help you retrieve any monies that are owed.
We also specialise in estate and block management and throughout the Letters Group we believe it is important to keep our standards to the highest possible.
ARMA are the leading trade association for residential leasehold management and by being a member we are required to work to their high professional standards.
The Property Ombudsman
Fairness in all our business relationships is at the heart of the Letters ethos, so we became a member of The Property Ombudsman member long before we had to.
If, after discussion with us, you still felt dissatisfied with our service you may contact them. We are bound by their decision, in the unlikely event that a solution cannot be mutually agreed.
We are pleased to be transparent at all times, if you ever have a complaint please contact us and we’ll always do our best to resolve it. We do have a complaint procedure so if you would like a copy of this please contact us.
Consumer Codes Approval Scheme (CCAS)
The CCAS is facilitated self-regulation. It aims to promote consumer interests by setting out the principles of effective customer service and protection. It goes above and beyond consumer law obligations and sets a higher standard, showing consumers clearly – through the right to display the TSI approved code logo – that code members can be trusted.