Landlord Service Standards

We’re Proud to Deliver The Highest Levels of Service For Landlords

  • EweMove Sales & Lettings Limited (“EweMove”) are members of the National Approved Letting Scheme (NALS)
  • You can be assured of a professional and fully regulated service
  • Enjoy complete rent protection with insurance backed Client Money Protection Scheme

There are thousands of lettings agent out there. Some are uninsured, many are unqualified. It’s a wild west. When you decide to let your property, employing EweMove to handle the letting can give you peace of mind. You can trust EweMove to protect your interests by dealing responsibly with the procedures involved in letting and subsequent management. This means the tenancy should run smoothly. You can let a property under an assured shorthold tenancy which will allow you to get the property back empty, by giving formal notice, after the first six months of any tenancy has elapsed.

National Approved Letting Scheme (NALS)

EweMove Sales & Lettings Limited is licensed by NALS (National Approved Letting Scheme) and we’ll provide a written agreement for managing your property, setting out the services we provide and what they’ll cost. We’ll agree the details before you sign up to work with us.

EweMove and NALS provides owners with the assurance of:

  • A professional, regulated service
  • An effective complaints redress system backed by professional indemnity insurance
  • Protection for client monies through a Client Money Protection Scheme

EweMove are part of a Client Money Protection Scheme operated by the Association of Residential Letting Agents (ARLA). As a landlord, you have £25,000 loss protection cover.

Service Standards

As a NALS licensed firm, EweMove agree to meet the following standards:

Before you let, your local agent will:

  • Visit the property and give you advice on any action you need to take before you let the property. This includes any repairs and refurbishments that are needed to put it into a fit state for letting
  • Give you advice on the level of rent you can expect
  • Arrange for safety checks on gas and portable electrical appliances to be carried out. An electrical safety certificate is also highly recommended
  • Explain your rights and responsibilities and the tenants’ rights and responsibilities
  • Give you advice on what action to take if the property is mortgaged
  • Give you advice on insuring the building and contents and other insurance schemes which may be available to protect your interests and which are not normally covered in standard household policies where a tenant is in residence
  • Protect the deposit with the Deposit Protection Scheme (DPS), if requested
  • Go with possible new tenants to view unoccupied property
  • Choose a tenant in a way agreed with you, taking up references or checking the tenants past payment record
  • Arrange for the preparation of a schedule of the condition of the property and its contents for you, together with acceptance by the tenant of a property so described
  • Provide and fill in the tenancy agreement and either take a deposit to protect against possible damage or agree with you another sort of guarantee
  • Transfer the bills for the services for which the tenant will be responsible into the tenant’s name

During the tenancy, your local agent will:

  • Collect the rent and pass it on to you within 7 days or as otherwise agreed. We will keep a separate client’s account to hold all money and (except for Registered Social Landlords) belong to a client money protection scheme
  • Give you a statement of account as often as agreed with you (for example, at least every month) to check that it is being suitably looked after
  • Arrange to have routine maintenance work carried out, up to a limit agreed with you. We will refer expenditure above that limit to you for approval
  • Respond promptly to the tenant’s enquiries
  • Keep an eye on the rent payments record and take reasonable steps to prompt payment of any money owed

Before the tenancy ends, we will:

  • Give you advice on your options, including reviewing rent

If you want to end the tenancy, we will:

  • Serve the correct notices on the tenant
  • Check the condition of the property and any contents and discuss any repairs with you before giving the deposit back or arranging for repairs
  • Collect the key and make sure that the property is secure


If you do not employ EweMove to manage your property, only the sections of this service standard which are relevant to finding a tenant and letting the property will apply.

Resolving tenants complaints

In the event of a complaint from a landlord or a tenant, EweMove operate a customer complaints procedure. If the complaint is not satisfied with the response from the agent after the in-house review of the complaint has been carried out, the complaint can be referred to an ombudsman scheme.

The Property Ombudsman, Milford House, 43-55 Milford Street, Salisbury, SP1 2BP