T&Cs

EweMove Sales & Lettings Limited, Cavendish House, Littlewood Drive, Cleckheaton, West Yorkshire, BD19 4TE
Registered in England, company number 7191403

  • Background

    This agreement applies as between you, the User of this Web Site and EweMove Sales & Lettings Limited, the owner(s) of this Web Site.

    Your agreement to comply with and be bound by these Terms and Conditions is deemed to occur upon your first use of the Web Site. If you do not agree to be bound by these Terms and Conditions, you should stop using the Web Site immediately.

    No part of this Web Site is intended to constitute a contractual offer capable of acceptance. Your order constitutes a contractual offer and our acceptance of that offer is deemed to occur upon our sending a dispatch email to you indicating that your order has been fulfilled and is on its way to you.

    1. Definitions and Interpretation

    In this Agreement the following terms shall have the following meanings:

    Account” means collectively the personal information, Payment Information and credentials used by Users to access Paid Content and / or any communications System on the Web Site;

    Content” means any text, graphics, images, audio, video, software, data compilations and any other form of information capable of being stored in a computer that appears on or forms part of this Web Site;

    EweMove Sales & Lettings Limited” trading as EweMove of Cavendish House, Littlewood Drive, Cleckheaton, West Yorkshire, BD19 4TE (Registered in England, Company No 7191403);

    Service” means collectively any online facilities, tools, services or information that NPG Lettings Limited makes available through the Web Site either now or in the future;

    Services” means the services available to you through this Web Site, specifically residential property lettings and management;

    Payment Information” means any details required for the purchase of Services from this Web Site. This includes, but is not limited to, credit / debit card numbers, bank account numbers and sort codes;

    Purchase Information” means collectively any orders, invoices, and receipts or similar that may be in hard copy or electronic form;

    Premises” Means our place(s) of business located at Cavendish House, Littlewood Drive, Cleckheaton, West Yorkshire, BD19 4TE;

    System” means any online communications infrastructure that EweMove Sales & Lettings Limited makes available through the Web Site either now or in the future. This includes, but is not limited to, web-based email, message boards, live chat facilities and email links;

    User” / “Users” means any third party that accesses the Web Site and is not employed by EweMove Sales & Lettings Limited and acting in the course of their employment; and

    Web Site” means the website that you are currently using (www.ewemove.com) and any sub-domains of this site unless expressly excluded by their own terms and conditions.

    2. Age Restrictions

    Persons under the age of 18 should use this Web Site only with the supervision of an Adult. Payment Information must be provided by or with the permission of an Adult.

    3. Business Customers

    These Terms and Conditions also apply to customers procuring Services in the course of business.

    4. Intellectual Property

    4.1 Subject to the exceptions in Clause 5 of these Terms and Conditions, all Content included on the Web Site, unless uploaded by Users, including, but not limited to, text, graphics, logos, icons, images, sound clips, video clips, data compilations, page layout, underlying code and software is the property of EweMove Sales & Lettings Limited, our affiliates or other relevant third parties.

    By continuing to use the Web Site you acknowledge that such material is protected by applicable United Kingdom and International intellectual property and other laws.

    4.2 Subject to Clause 6 you may not reproduce, copy, distribute, store or in any other fashion re-use material from the Web Site unless otherwise indicated on the Web Site or unless given express written permission to do so by EweMove Sales & Lettings Limited.

    5. Third Party Intellectual Property

    5.1 Unless otherwise expressly indicated, all Intellectual Property rights including, but not limited to, Copyright and Trademarks, in product images and descriptions belong to the manufacturers or distributors of such products as may be applicable.

    5.2 Subject to Clause 6 you may not reproduce, copy, distribute, store or in any other fashion re-use such material unless otherwise indicated on the Web Site or unless given express written permission to do so by the relevant manufacturer or supplier.

    6. Fair Use of Intellectual Property

    Material from the Web Site may be re-used without written permission where any of the exceptions detailed in Chapter III of the Copyright Designs and Patents Act 1988 apply.

    7. Links to Other Web Sites

    This Web Site may contain links to other sites. Unless expressly stated, these sites are not under the control of EweMove Sales & Lettings Limited or that of our affiliates. We assume no responsibility for the content of such web sites and disclaim liability for any and all forms of loss or damage arising out of the use of them.

    The inclusion of a link to another site on this Web Site does not imply any endorsement of the sites themselves or of those in control of them.

    8. Links to this Web Site

    Those wishing to place a link to this Web Site on other sites may do so only to the home page of the site www.ewemove.com without prior permission. Deep linking (i.e. links to specific pages within the site) requires the express permission of EweMove Sales & Lettings Limited.

    To find out more please contact us by email at legal@EweMove.com or by writing to EweMove Sales & Lettings, Cavendish House, Littlewood Drive, Cleckheaton, West Yorkshire, BD19 4TE.

    9. Use of Communications Facilities

    9.1 When using the enquiry form or any other System on the Web Site you should do so in accordance with the following rules:

    9.1.1 You must not use obscene or vulgar language;

    9.1.2 You must not submit Content that is unlawful or otherwise objectionable. This includes, but is not limited to, Content that is abusive, threatening, harassing, defamatory, ageist, sexist or racist;

    9.1.3 You must not submit Content that is intended to promote or incite violence;

    9.1.4 It is advised that submissions are made using the English language as we may be unable to respond to enquiries submitted in any other languages;

    9.1.5 The means by which you identify yourself must not violate these terms of use or any applicable laws;

    9.1.6 You must not impersonate other people, particularly employees and representatives of EweMove Sales & Lettings Limited or our affiliates; and

    9.1.7 You must not use our System for unauthorised mass-communication such as “spam” or “junk mail”.

    9.2 You acknowledge that EweMove Sales & Lettings Limited reserves the right to monitor any and all communications made to us and to contact users in relation to the service and for any related marketing purpose

    10. Accounts

    10.1 In order to procure Services on this Web Site and to use the forum facilities you are required to create an Account, which will contain certain personal details, and Payment Information, which may vary, based upon your use of the Web Site as we may not require payment information until you wish to make a purchase.

    By continuing to use this Web Site you represent and warrant that:

    10.1.1 all information you submit is accurate and truthful;

    10.1.2 you have permission to submit Payment Information where permission may be required; and

    10.1.3 you will keep this information accurate and up-to-date. Your creation of an Account is further affirmation of your representation and warranty.

    10.2 It is recommended that you do not share your Account details, particularly your username and password. EweMove Sales & Lettings Limited accepts no liability for any losses or damages incurred as a result of your Account details being shared by you. If you use a shared computer, it is recommended that you do not save your Account details in your Internet browser.

    10.3 If you have reason to believe that your Account details have been obtained by another without consent, you should contact EweMove Sales & Lettings Limited immediately to suspend your Account and cancel any unauthorised orders or payments that may be pending.

    Please be aware that orders or payments can only be cancelled up until provision of Services has commenced.

    In the event that an unauthorised provision commences prior to your notifying us of the unauthorised nature of the order or payment, EweMove Sales & Lettings Limited will suspend provision of Services and the withdrawal of any scheduled payments pending investigation.

    Following investigation, it shall be determined whether or not to cancel the Services and make a full or partial refund of the payment.

    10.4 When choosing your username you are required to adhere to the terms set out above in Clause 9. Any failure to do so could result in the suspension and/or deletion of your Account.

    11. Termination and Cancellation

    11.1 Either EweMove Sales & Lettings Limited or you may terminate your Account. If EweMove Sales & Lettings Limited terminates your Account, you will be notified by email and an explanation for the termination will be provided. Notwithstanding the foregoing, we reserve the right to terminate without giving reasons.

    11.2 If EweMove Sales & Lettings Limited terminates your Account, any current or pending orders or payments on your Account will be cancelled and provision of Services will not commence.

    11.3 EweMove Sales & Lettings reserves the right to cancel orders or payments without stating reasons, for any reason prior to processing payment or commencing Services provision.

    11.4 If orders or payments are cancelled for any reason prior to commencement of Services provision you will be refunded any monies paid in relation to those purchases.

    11.5 If you terminate your Account any non-completed orders or payments will be cancelled and you will be refunded any monies paid in relation to those orders.

    12. Services, Pricing and Availability

    12.1 Whilst every effort has been made to ensure that all descriptions of Services available from EweMove Sales & Lettings Limited correspond to the actual Services, EweMove Sales & Lettings Limited is not responsible for any variations from these descriptions.

    This does not exclude our liability for mistakes due to negligence on our part and refers only to variations of the correct Services, not different Services altogether. Please refer to sub-Clause 13.4 for incorrect Services.

    12.2 Where appropriate, you may be required to select the required property to let Services to confirm the rent payable.

    12.3 EweMove Sales & Lettings Limited does not represent or warrant that such Services will be available. Availability indications are provided on the Web Site, but confirmation of acceptance of an application for tenancy Services is not provided on the Web Site.

    12.4 All pricing and property rent information on the Website is correct at the time of going online. EweMove Sales & Lettings Limited reserves the right to change prices and alter or remove any special offers from time to time and as necessary. All pricing information is reviewed and updated every day.

    12.5 In the event that prices are changed during the period between an order being placed for Services and EweMove Sales & Lettings Limited processing that order and taking payment, you will be contacted prior to your order being processed with details of the new price.

    12.6 All prices on the Website include VAT, except for payment of rent, which is VAT exempt.

    13. Provision of Services, Cancellation and Refunds

    13.1 Provision of Services shall commence when full payment has been received or as otherwise detailed in the Terms & Conditions pertaining directly to those Services.

    13.2 EweMove Sales & Lettings Limited shall use its best endeavours to provide the Services with reasonable skill and care.

    13.3 Provision of all Services shall be subject to the terms and conditions pertaining directly to those Services.

    13.4 In the event that Services are provided that are not in conformity with your order and thus incorrect, you should contact us within 10 days to inform us of the mistake.

    EweMove Sales & Lettings Limited will ensure that any necessary corrections to the Services provided are made within 7 working days. You can contact us at info@EweMove.com or write to us at EweMove Sales & Lettings, Cavendish House, Littlewood Drive, Cleckheaton, West Yorkshire, BD19 4TE, or by telephone; 01274 888750.

    Please state your full name, address, amount of your payment, service requested and the reason for your refund or cancellation request. There is no charge for refunds made.

    13.5 EweMove Sales & Lettings Limited reserves the right to exercise discretion with respect to any alterations to Services under the provisions of this Clause 13. Factors, which may be taken into account in the exercise of this discretion, include, but are not limited to:

    13.5.1 Any use or enjoyment that you may have already derived from the Services;

    13.5.2 Any characteristics of the Services which may mean that cessation of provision is impossible without significant further work on the part and at the expense of EweMove Sales & Lettings Limited.

    Such discretion to be exercised only within the confines of the law.

    14. Privacy

    Use of the Web Site is also governed by our Privacy Policy, which is incorporated into these terms and conditions by this reference.

    15. Disclaimers

    15.1 EweMove Sales & Lettings Limited makes no warranty or representation that the Web Site will meet your requirements, that it will be of satisfactory quality, that it will be fit for a particular purpose, that it will not infringe the rights of third parties, that it will be compatible with all systems, that it will be secure and that all information provided will be accurate. We make no guarantee of any specific results from the use of our Service or Services.

    15.2 No part of this Web Site is intended to constitute advice and the Content of this Web Site, forms and documents or any information contained therein should not be relied upon when making any decisions or taking any action of any kind.

    15.3 No part of this Web Site is intended to constitute a contractual offer capable of acceptance.

    16. Changes to the Service and these Terms and Conditions

    EweMove Sales & Lettings Limited reserves the right to change the Website, its Content or these Terms and Conditions at any time. You will be bound by any changes to the Terms and Conditions from the first time you use the Website following the changes.

    If EweMove Sales & Lettings Limited is required to make any changes to Terms and Conditions by law, these changes will apply automatically to any orders currently pending in addition to any orders placed by you in the future.

    17. Availability of the Web Site

    The Service is provided “as is” and on an “as available” basis. We give no warranty that the Service will be free of defects and / or faults. To the maximum extent permitted by law we provide no warranties (express or implied) of fitness for a particular purpose, accuracy of information, compatibility and satisfactory quality.

    EweMove Sales & Lettings Limited accepts no liability for any disruption or non-availability of the Website resulting from external causes including, but not limited to, ISP equipment failure, host equipment failure, communications network failure, power failure, natural events, acts of war or legal restrictions and censorship.

    18. Limitation of Liability

    18.1 To the maximum extent permitted by law, EweMove Sales & Lettings Limited accepts no liability for any direct or indirect loss or damage, foreseeable or otherwise, including any indirect, consequential, special or exemplary damages arising from the use of the Web Site or any information contained therein. Users should be aware that they use the Web Site and its Content at their own risk.

    18.2 Nothing in these Terms and Conditions excludes or restricts EweMove Sales & Lettings Limited’s liability for death or personal injury resulting from any negligence or fraud on the part of EweMove Sales & Lettings Limited.

    18.3 Nothing in these Terms and Conditions excludes or restricts EweMove Sales & Lettings Limited’s liability for any direct or indirect loss or damage arising out of the incorrect provision of Services or out of reliance on incorrect information included on the Web Site.

    18.4 Whilst every effort has been made to ensure that these terms and conditions adhere strictly with the relevant provisions of the Unfair Contract Terms Act 1977, in the event that any of these terms are found to be unlawful, invalid or otherwise unenforceable, that term is to be deemed severed from these terms and conditions and shall not affect the validity and enforceability of the remaining terms and conditions. This term shall apply only within jurisdictions where a particular term is illegal.

    19. No Waiver

    In the event that any party to these Terms and Conditions fails to exercise any right or remedy contained herein, this shall not be construed as a waiver of that right or remedy.

    20. Previous Terms and Conditions

    In the event of any conflict between these Terms and Conditions and any prior versions thereof, the provisions of these Terms and Conditions shall prevail unless it is expressly stated otherwise.

    21. Notices

    All notices / communications shall be given to us either by post to our Premises (see address above) or by email to legal@EweMove.com Such notice will be deemed received 3 days after posting if sent by first class post, the day of sending if the email is received in full on a business day and on the next business day if the email is sent on a weekend or public holiday.

    22. Law and Jurisdiction

    These terms and conditions and the relationship between you and EweMove Sales & Lettings Limited shall be governed by and construed in accordance with the Law of England and Wales and EweMove Sales & Lettings Limited and you agree to submit to the exclusive jurisdiction of the Courts of England and Wales.

  • Background

    This Policy applies as between you, the User of this Web Site and EweMove Sales & Lettings Limited the owner and provider of this Web Site. This Policy applies to our use of any and all Data collected by us in relation to your use of the Web Site and any Services or Systems therein.

     1. Definitions and Interpretation

    In this Policy the following terms shall have the following meanings: “Account” means collectively the personal information, Payment Information and credentials used by Users to access Material and / or any communications System on the Web Site; “Content” means any text, graphics, images, audio, video, software, data compilations and any other form of information capable of being stored in a computer that appears on or forms part of this Web Site; “Cookie” means a small text file placed on your computer by EweMove Sales & Lettings Limited when you visit certain parts of this Web Site. This allows us to identify recurring visitors and to analyse their browsing habits within the Web Site. Where e-commerce facilities are provided, Cookies may be used to store your shopping cart. Further details are contained in Clause 10; “Data” means collectively all information that you submit to the Web Site. This includes, but is not limited to, Account details and information submitted using any of our Services or Systems; “EweMove Sales & Lettings Limited” means EweMove Sales & Lettings Limited trading as EweMove of Cavendish House, Littlewood Drive, Cleckheaton, West Yorkshire, BD19 4TE (Registered in England, Company No 7191403); “Service” means collectively any online facilities, tools, services or information that EweMove Sales & Lettings Limited makes available through the Web Site either now or in the future; “System” means any online communications infrastructure that EweMove Sales & Lettings Limited makes available through the Web Site either now or in the future. This includes, but is not limited to, web-based email, message boards, live chat facilities and email links; “User” / “Users” means any third party that accesses the Web Site and is not employed by EweMove Sales & Lettings Limited and acting in the course of their employment; and “Web Site” means the website that you are currently using (www.ewemove.com) and any sub-domains of this site unless expressly excluded by their own terms and conditions.

    2. Data Collected

    Without limitation, any of the following Data may be collected:

    • name;
    • date of birth;
    • gender;
    • job title;
    • profession;
    • contact information such as email addresses and telephone numbers;
    • demographic information such as post code, preferences and interests;
    • IP address (automatically collected);
    • web browser type and version (automatically collected);
    • operating system (automatically collected);
    • a list of URLS starting with a referring site, your activity on this Web Site,
    • and the site you exit to (automatically collected); and
    • Cookie information (see clause 10 below).
    • Credit & Debit Cards; Financial information such as credit / debit card numbers will be used to process any payment for services, but we will not store, nor do we intend to store credit /debit card financial information

    3. Our Use of Data

    Any personal Data you submit will be retained by EweMove Sales & Lettings Limited for as long as you use the Services and Systems provided on the Web Site. Data that you may submit through any communications System that we may provide may be retained for a longer period of up to Six months. Unless we are obliged or permitted by law to do so, and subject to Clause 4, your Data will not be disclosed to third parties. This does not include our affiliates and / or other companies within our group. All personal Data is stored securely in accordance with the principles of the Data Protection Act 1998. Fore more details on security, see clause 9 below. Any or all of the above Data may be required by us from time to time in order to provide you with the best possible service and experience when using our Web Site. Specifically, Data may be used by us for the following reasons:

    • internal record keeping;
    • improvement of our products / services;
    • transmission by email of promotional materials that may be of interest to you;
    • contact for market research purposes which may be done using email, telephone, fax or mail. Such information may be used to customise or update the Website

    3.1 Landlords and Tenants

    Why we hold/process data 

    This notice sets out how we hold and process data we hold about you.  We process personal information about our tenants and prospective tenants to enable us to provide residential accommodation which includes lettings; dealing with applications for tenancies; checking suitability for tenancies (including credit immigration and similar checks); property management; rent collection, maintaining our accounts and records; and administering tenancy deposits.

    Relevant information may include personal details, employment and education details and financial details.

    Once legislation is in force, we have to undertake immigration checks on prospective tenants and residents.  We are required to retain copies of the documents which we inspect as part of these checks.  These may be retained in electronic form.

    Sharing data with others

    We may need to share personal information we process with others.   Where this is necessary we are required to comply with data protection legislation.

    Depending on the circumstances we may share information with other landlords; employers; educational institutions; universities and colleges; suppliers (including utilities) and service providers; financial organisations (including banks); credit and tenant reference agencies; debt collection and tracing agencies; public and government bodies (including those who administer benefits and Council Tax); contractors and repairers; letting and managing agents; and any future owner of the property.

    This does not mean that we necessarily share information with all of the above but we may do so where it is necessary.

    Council Tax and utilities/services

    In order to ensure that Council Tax and Utilities and Service Bills including water charges are correctly collected we share information with the relevant local authority and utility/service providers.  We also share this information to ensure that bills are directed to the correct person and charges and debts can be collected.   By law, in certain areas information about who occupies a property has to be passed to water companies.  In all other areas although this is voluntary we may pass over this information to water companies.

    Why we use your personal information

    Personal information which you supply to us may be used in a number of ways, for example to make decisions whether to let the property to you; for fraud prevention; for accounting and auditing purposes, for property management or for debt collection.

    Right to obtain information

    You have the right to request a copy of the information that we hold about you.  We may make a small charge for this service.  We want to make sure that your personal information is accurate and up to date.  You may ask us to correct or remove information if this is inaccurate.  To request this information please write to us or email us.

    4. Third Party Web Sites and Services

    EweMove Sales & Lettings Limited may, from time to time, employ the services of other parties for dealing with matters that may include, but are not limited to, payment handling, delivery of purchased items, search engine facilities, advertising and marketing. The providers of such services do have access to certain personal Data provided by Users of this Web Site. Any Data used by such parties is used only to the extent required by them to perform the services that EweMove Sales & Lettings Limited requests. Any use for other purposes is strictly prohibited. Furthermore, any Data that is processed by third parties must be processed within the terms of this Policy and in accordance with the Data Protection Act 1998.

    5. Changes of Business Ownership and Control

    EweMove Sales & Lettings Limited may, from time to time, expand or reduce its business and this may involve the sale of certain divisions or the transfer of control of certain divisions to other parties. Data provided by Users will, where it is relevant to any division so transferred, be transferred along with that division and the new owner or newly controlling party will, under the terms of this Policy, be permitted to use the Data for the purposes for which it was supplied by you. In the event that any Data submitted by Users will be transferred in such a manner, you will not be contacted in advance and informed of the changes.

    6. Controlling Access to your Data

    Wherever you are required to submit Data, you will be given options to restrict our use of that Data. This may include the following:

    • use of Data for direct marketing purposes; and
    • sharing Data with third parties

    7. Your Right to Withhold Information

    You may access certain areas of the Web Site without providing any Data at all. However, to use all Services and Systems available on the Web Site you may be required to submit Account information or other Data. You may restrict your internet browser’s use of Cookies. For more information see clause 10.4 below.

    8. Accessing your own Data

    You may access your Account at any time to view or amend the Data. You may need to modify or update your Data if your circumstances change. Additional Data as to your marketing preferences may also be stored and you may change this at any time. You have the right to ask for a copy of your personal Data on payment of a small fee.

    9. Security

    Data security is of great importance to EweMove Sales & Lettings Limited and to protect your Data we have put in place suitable physical, electronic and managerial procedures to safeguard and secure Data collected online.

    10. Cookies

    EweMove Sales & Lettings Limited may set and access Cookies on your computer. A Cookie is a small file that resides on your computer’s hard drive and often contains an anonymous unique identifier and is accessible only by the web site that placed it there, not any other sites. You may delete Cookies, however you may lose any information that enables you to access the Web Site more quickly. You can choose to enable or disable Cookies in your web browser. By default, your browser will accept Cookies, however this can be altered. For further details please consult the help menu in your browser. Disabling Cookies may prevent you from using the full range of Services available on the Web Site.

    11. Changes to this Policy

    EweMove Sales & Lettings Limited reserves the right to change this Privacy Policy as we may deem necessary from time to time or as may be required by law. Any changes will be immediately posted on the Web Site and you are deemed to have accepted the terms of the Policy on your first use of the Website following the alterations.

  • 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

    Note

    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

  • EweMove Sales & Lettings Complaints Policy

    Everyone within EweMove is committed to providing the best possible customer service and results.

    This is why we offer our no quibble, ‘Happy Customer’ guarantees.

    But sometimes things do go wrong. They don’t happen or work out the way that you (or we) would hope and expect them to.

    In these situations, we want to listen to your feedback and understand what has happened, for three reasons.

    When we mess up, we want to:

    1. Hold our hands up and apologise
    2. Put things right for you, if that’s possible and
    3. Make sure the same thing cannot happen again to you or anyone else.

    How can you complain?

    When something has gone wrong, the last thing you want is to be told that you have to “put your complaint in writing, with a formal letter to Mr Anonymous in his Ivory Tower, setting out a comprehensive record of all the facts with supporting evidence.”

    Policies like these can add insult to injury. They tend to be there to make it as hard as possible for you to complain – in the hope that you’ll just give up and go away.

    So we don’t ask you to do this, and have a very different policy and process that removes the burden from you and we hope will help you get a more personal and speedy response as well as resolution to your concerns.

    And of course, if putting your feelings down in writing and sending a letter is your preferred approach, then that’s fine too.

    Step 1 – Speak to your local EweMove branch director

    Your local EweMove branch director is by far the best person to help in the first instance, whether it is them that you have already been dealing with, or a member of their team.

    EweMove operates as a network of independent business owners, each licenced to operate under the EweMove brand and system.

    As a business owner who has made a significant investment in their business and is totally dependent upon it’s on going success for their livelihood, your local branch director will care passionately about the service they and their team provide, and their local reputation.

    So if something has gone wrong, they will want to listen; understand; take on board your feedback; do whatever they can to put things right; and learn any lessons there may be to be learned from the situation.

    Whether your complaint is about the branch director themselves, or a member of their team, please do not be afraid to tell them.

    They will welcome your feedback and will want to hear your story.

    They will not ask you to put your complaint in writing. But of course, you are welcome to do so, if that is how you prefer to work.

    The EweMove way is not to shy away from difficult conversations. In many cases unless you prefer not to, your local branch director will arrange to meet with you in person so they can hear and respond to your feedback face to face.

    They will also write to you (within no more than 14 days of your call advising them that you wish to formally complain), summarising their understanding of what has happened and gone wrong; providing you with their response; and summarising what actions they will be taking as a result of your feedback.

    We hope that this will bring the matter to a close for you. But if having received their written response, you remain dissatisfied with the outcome, then we would invite you to move on to Step 2 of our process.

    Step 2 – Give our National Customer Service Manager a call

    Once your local EweMove branch director has responded to your complaint, your next step should in theory be to escalate your complaint in writing to the Property Ombudsman.

    This is because your relationship is with the independently owned EweMove business – and each local EweMove business has to be a member of the Property Ombudsman in it’s own right.

    However, your local EweMove branch director operates their business under licence from EweMove Sales and Lettings Limited.

    This means that they have to operate in line with our required service standards.

    If they fail to do so, then ultimately they could lose their right to trade under the EweMove brand and system, and would have to wind up their business.

    So before escalating to the Ombudsman, we would like the opportunity to help from a Head Office perspective. By doing so, we can hopefully remove the need for you to spend time and effort putting everything in writing to the ombudsman.

    Call Deborah Lofthouse on 01274 888 758

    If you prefer to put something in writing at this stage, then you can of course do so.

    Deborah’s contact details are as follows:

    Deborah@ewemove.com

    Deborah Lofthouse, National Customer Service Manager
    EweMove Sales & Lettings
    Cavendish House,
    Littlewood Drive
    Cleckheaton
    BD19 4TE

    Deborah should already be aware of your situation before you get in touch, as your local branch director will have sent her a copy of their written response to you from Step 1 of this process.

    Deborah will listen to your situation and concerns, so that she can understand exactly what has happened, and which aspects of your Branch Director’s written response you remain unhappy with.

    She will then feed this back to your local branch director, and will ask them to contact and write to you again within 14 days to address your remaining concerns.

    Deborah will also confirm all of the above in writing to you, within 7 days of your telephone call.

    By the time your local Branch Director has responded further with input and support from Deborah, we really do hope that this will bring the matter to a close for you.

    But if that’s not the case, then the final stage is for you to formally escalate your complaint for official adjudication by the Property Ombudsman.

    Step 3 – The Property Ombudsman

    Unfortunately, sometimes despite our very best efforts, we may not be able resolve your complaint to your total satisfaction, and you will feel the need to escalate to the Property Ombudsman for formal independent adjudication.

    In such situations, the ombudsman requires you to complete their official complaints form and send this to them with a covering letter, including full details of your complaint along with supporting documentation and copies of your local EweMove branch director’s written response(s).

    You can obtain a copy of the TPO complaints form here

    The address to which your complaint should be sent is:

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

    Alternatively, you can send a scanned copy of the relevant documents to: admin@tpos.co.uk

    In order for the ombudsman to consider your complaint, they must receive it within 12 months of the date of your EweMove Branch Directors final written response.

    The ombudsman will send you confirmation that they have received your letter within 15 days of receipt.

    They will then share your submission with your EweMove branch director and ask them to provide a copy of their file, along with their detailed responses regarding all the points you have raised.

    Their final adjudication will be sent to you in writing once they have considered all the evidence.

    You can find more information about the Property Ombudsman scheme and how they will deal with your complaint on their website at this address:

    https://www.tpos.co.uk/consumers/how-to-make-a-complaint