T&Cs

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.

Date of last review – 24^th April 2018

WEBSITE PRIVACY & COOKIE POLICY

This policy describes how EweMove will use your personal data.

It also describes your data protection rights, including a right to object to some of the processing which we may carry out. More information about your rights, and how to exercise them, is set out in the “What rights do I have?” section of this policy.

EweMove is the trading name of EweMove Sales & Lettings Ltd, 2 St. Stephen’s Court, St. Stephen’s Road, Bournemouth, Dorset, BH2 6LA (the “Company”) which is a franchisor and operates through a network of local, independently owned franchisees. Both the Company and its franchisees are data controllers of your personal data. For a full list of EweMove franchisees see List of Franchisees (the “Franchisees”).

References to “EweMove”, “we” or “us” in this policy describes the Company and the websites which you are visiting.

Summary of how we use your data

• EweMove Sales & Lettings Ltd and its Franchisees use your personal data to deliver services to you, to send you information about properties and property related services you may request of us or that we think will be of interest to you, also to conduct searches about your identity, your current and past residency addresses, and your right to live in the UK and credit history to meet applicable laws and to provide a recommendation to landlord clients, on your suitability as a tenant

• Information about you is shared with partners as described in this policy who have undertaken to hold your personal data in compliance with applicable laws.

• Where we and our Franchisees rely on your consent for direct marketing purposes, you can withdraw this consent at any time.

What information do we collect?

We and our Franchisees collect and process personal data about you when you interact with us and our websites and when you register with us to receive our services.  Other than the personal data which you give us (which will usually include name, address, telephone number, email address, date of birth, credit history, previous addresses, identification) in response to requests from us or other parties to a transaction which you are participating in, information that we collect directly from you includes:

• technical information, including the internet protocol (IP) address used to connect your computer to the internet, browser type and version, time zone setting, browser plug-in types and versions, operating system and platform; and
• information about your visit, including the full Uniform Resource Locators (URL) clickstream to, through and from our site (including date and time); pages you viewed or searched for; page response times, download errors, length of visits to certain pages, page interaction information (such as scrolling, clicks, and mouse-overs), and methods used to browse away from the page.

What information do we receive from third parties?

Sometimes, we and our Franchisees receive information about you from third parties. In particular:

• The Property Franchise Group PLC through enquiries and website visits;
• Social Media Companies including Facebook, Twitter, Google+ when you interact with our brand through these platforms;
• Live chat suppliers partnered with us through Live Chat applications hosted on our website;
• Previous or current landlords for the purpose of referencing;
• Enquiries through property portals when you request further information on a property or request information or contact from one of our franchisees;
• Financial Advisors, mortgage brokers, lenders and solicitors/conveyancing agents through transactions relating to the service we and our Franchisees are providing; and
• Other agents/companies as and when required for purposes which will be disclosed.

How do we use this information, and what is the legal basis for this use?

We and our Franchisees process this personal data for the following purposes:

• To fulfil a contract. This includes:
• • providing our services including processing information in connection with a property’s sale or letting, arrangements for the transfers of funds by or to third parties, end of contract arrangements;
  • communicating with you.
• As required by us and our Franchisees to conduct our business and pursue our respective legitimate interests, in particular:
• • we will each use your information to provide services to you before we have a contract with you (for instance sending potential buyers and tenants property details), and to respond to any comments or complaints you may send us;
  • the Company monitors use of our websites and online services, and uses your information to help us monitor, improve and protect our products, content, services and websites, both online and offline, including as set out in our Cookie policy below;
  • the Company uses information you provide to personalise our website, products or services for you, including as set out in our Cookie policy below;
  • if you provide a credit or debit card as payment, we and our Franchisee also use third parties to check the validity of the sort code, account number and card number you submit in order to prevent fraud (see data sharing below);
  • we and our Franchisees use information you provide to investigate any complaints received from you or from others, about our services or the properties which we deal with;
  • we and our Franchisees will use data in connection with legal claims, compliance, regulatory and investigative purposes as necessary (including disclosure of such information in connection with legal process or litigation); and
  • we and our Franchisees use data of some individuals to invite them to take part in market research;
• Where you give us or our Franchisees consent:
• • we will send you direct marketing in relation to our relevant products and services, or other products and services provided by us, members of our group of companies and our partners such as:
    • Mortgage brokers we are partnered with for mortgage services and advice
    • Independent financial advisors for advice relating to your property and the services we offer
    • Solicitors and Conveyancing agents for legal advice relating to your property and the services we offer
  • we place cookies and use similar technologies in accordance with our Cookies Policy and the information provided to you when those technologies are used; and
  • on other occasions where we ask you for consent, we will use the data for the purpose which we explain at that time.
• For purposes which are required by law:
• • to verify your identity; and
  • In response to requests by government or law enforcement authorities conducting an investigation.

Withdrawing consent or otherwise objecting to direct marketing

Wherever we and/or our Franchisees rely on your consent, you will always be able to withdraw that consent, although we may each have other legal grounds for processing your data for other purposes, such as those set out above. In some cases, we and our Franchisees are able to send you direct marketing without your consent, where we rely on our respective legitimate interests.

You have an absolute right to opt-out of direct marketing or profiling we and our Franchisees carry out for direct marketing, at any time. You can do this by following unsubscribe instructions contained in the communication, or by contacting us using the details set out below.

Who will we share this data with, where and when?

We will share your personal data with companies in the same group of companies as us and our Franchisees for the purpose of providing a service to you and understanding your use of our products and services.

We and our Franchisees may share your data with

• Mortgage brokers we are partnered with for mortgage services and advice;
• Independent financial advisors for advice relating to your property;
• Solicitors and conveyancing agents for legal advice relating to your property;
• Any other named party to a signed contract, such as your landlord or tenant;
• Third parties who provide services for the property like maintenance (plumbers/electricians/builders/carpenters);
• Surveying companies for surveying services required for the sale/purchase of your property;
• Utilities companies where we are required to do so to adhere to a tenancy agreement;
• Referencing companies to obtain references for letting a property or purchase rent guarantee and legal protection policies on behalf of the landlord;
• Block managers where a let property is a leasehold property;
• Inventory companies who conduct check ins and check outs; and
• Insurance and warranty companies where you have decided to buy a product or service through us.

Personal data may be shared with government authorities and/or law enforcement officials if required for the purposes above, if mandated by law or if required for the legal protection of our legitimate interests in compliance with applicable laws.

Personal data will also be shared with third party service providers, who will process it on behalf of EweMove Sales & Lettings Ltd to help us run this website and also to provide our services to you.  Such third parties include providers of identity checking, referencing, database management, email communications and live chat services.

In the event that we sell or integrate our business with another business, your details will be disclosed to our advisers and any prospective purchaser’s adviser and will be passed to the new owners of the business.

How long will you retain my data?

Where we and/or our Franchisees process personal data in connection with performing a contract, we keep the data for 7 years from your last interaction with us.

Where we and/or our Franchisees process registration data, we do this for as long as you are an active user of our sites and for 7 years after this.

Where we and/or our Franchisees process personal data for marketing purposes or with your consent, we process the data until you ask us to stop and for a short period after this (to allow us to implement your requests). We also keep a record of the fact that you have asked us not to send you direct marketing or to process your data indefinitely so that we can respect your request in future.

COOKIES AND SIMILAR TECHNOLOGIES

What are they?

Cookies are small pieces of information sent by a web server to a web browser which allows the server to uniquely identify the browser on each page.  Other tracking technologies are also used which are similar to cookies.  This can include pixel tags and tracking URLs.

All these technologies are together referred to in this Policy as “Cookies”.

How do we use Cookies?

The types of Cookies that we use on our website, and the purposes for which they are used, are set out below:

• Strictly necessary cookies: These cookies are essential in order to enable you to move around our website and use its features, such as accessing secure areas of our site. Without these cookies, any services on our website you wish to access cannot be provided.
• Analytical/performance cookies: These cookies collect information about how you and other visitors use our site, for instance which pages you go to most often, and if you get error messages from web pages. We use data from these cookies to help test designs and to ensure a consistent look and feel is maintained on your visit to the website.  All information these cookies collect is aggregated. It is only used to improve how a website works.
• • We use Google Analytics, for example, to anonymously track website usage and activity. Google Analytics is a web analytics service provided by Google, Inc. (“Google”). Google Analytics uses “cookies”, which are text files placed on your computer, to help the website analyse how users use the site. The information generated by the cookie about your use of the website (including your IP address) will be transmitted to and stored by Google on servers in the United States. In case of activation of the IP anonymization, Google will truncate/anonymize the last octet of the IP address for Member States of the European Union as well as for other parties to the Agreement on the European Economic Area. Only in exceptional cases, the full IP address is sent to and shortened by Google servers in the USA. On behalf of the website provider Google will use this information for the purpose of evaluating your use of the website, compiling reports on website activity for website operators and providing other services relating to website activity and internet usage to the website provider. Google will not associate your IP address with any other data held by Google. You may refuse the use of cookies by selecting the appropriate settings on your browser. However, please note that if you do this, you may not be able to use the full functionality of this website. Furthermore, you can prevent Google’s collection and use of data (cookies and IP address) by downloading and installing the browser plug-in available under https://tools.google.com/dlpage/gaoptout?hl=en-GB.
  • You can refuse the use of Google Analytics by clicking on the following link. An opt-out cookie will be set on the computer, which prevents the future collection of your data when visiting this website:

<a href=“javascript:gaOptout()“>Disable Google Analytics</a>

• • Further information concerning the terms and conditions of use and data privacy can be found at http://www.google.com/analytics/terms/gb.html or at https://www.google.de/intl/en_uk/policies/. Please note that on this website, Google Analytics code is supplemented by “anonymizeIp” to ensure an anonymized collection of IP addresses (so called IP-masking).
• Functionality cookies: These cookies allow our site to remember choices you make (such as your user name, language or the region you are in) and provide enhanced, more personal features. These cookies can also be used to remember changes you have made to text size, fonts and other parts of web pages that you can customise. They may also be used to provide services you have asked for such as watching a video or commenting. Additionally, these cookies can be used to allow an optional service to function such as offering a live chat session.  The information these cookies collect may be anonymised and they cannot track your browsing activity on other websites.
• Targeting cookies: These cookies are used to deliver adverts more relevant to you and your interests. They are also used to limit the number of times you see an advertisement as well as help measure the effectiveness of the advertising campaign. These cookies are dropped only with your consent. You can give your consent either by closing the cookie banner displayed at the bottom of the landing page of our website or browsing the website outside the cookie banner and clicking on any of its item. Please note that we track your consent using a technical cookie; therefore, in the event you delete any cookies stored on your devices you see the cookie banner once again. They are usually placed by advertising networks with the website operator’s permission. They remember that you have visited a website and this information is shared with other organisations such as advertisers. Quite often targeting or advertising cookies will be linked to site functionality provided by the other organisation.
• Social media cookies: These cookies allow you to share what you’ve been doing on our Site on social media such as Facebook and Twitter. These cookies are not within our control.  Please refer to the respective privacy policies for how their cookies work.
• Pixel tags: Also known as a clear GIF or web beacon. These are invisible tags placed on certain pages of our Site but not on your computer. When you access these pages, pixel tags generate a generic notice of that visit. They usually work in conjunction with cookies, registering when a particular device visits a particular page. If you turn off cookies, the pixel tag will simply detect an anonymous website visit.
• Tracking URLs: These are used to determine from which referring website the website is accessed.

If you do not want to allow Cookies at all, or only want to allow use of certain Cookies, please refer to your browser settings. You can also use your browser settings to withdraw your consent to our use of Cookies at any time and delete Cookies that have already been set. Please note that by deleting our cookies or disabling future Cookies you may not be able to access certain areas or features of our site.

To find out more about Cookies please visit: www.allaboutcookies.org or see www.youronlinechoices.eu which contains further information about behavioural advertising and online privacy.

Changes to our Privacy Notice

Any changes we may make to this policy in the future will be posted on this page and, where appropriate, notified to you by e-mail. Please check back frequently to see any updates or changes to our policy. 

What rights do I have?

You have the right to ask us or our Franchisees for a copy of your personal data; to correct, delete or restrict (stop any active) processing of your personal data; and to obtain the personal data you provide to us for a contract or with your consent in a structured, machine readable format, and to ask us to share (port) this data to another controller.

In addition, you can object to the processing of your personal data in some circumstances (in particular, where we don’t have to process the data to meet a contractual or other legal requirement, or where we are using the data for direct marketing).

These rights may be limited, for example if fulfilling your request would reveal personal data about another person, or if you ask us to delete information which we are required by law to keep or have compelling legitimate interests in keeping.

To exercise any of these rights, you can get in touch with us using the details set out below. If you have unresolved concerns, you have the right to complain to the Information Commissioner’s Office.

How do I get in touch with you?

If you have any questions about this policy, or would like to opt out of direct marketing, you can get in touch with us at marketing@EweMove.com

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