Home / Fees & compliance
Fees, complaints and compliance. The small print, in big letters.
Everything a good agent should tell you up front. Kettle & Key is a fictional business made for a website concept, so the details below are examples of what this page would hold.
Tenant fees
Under the Tenant Fees Act 2019 we can only charge the following. All amounts include VAT.
- Holding deposit
- No more than one week’s rent. Refunded or put towards your first rent unless you withdraw or give misleading information.
- Tenancy deposit
- Five weeks’ rent where the annual rent is under £50,000; six weeks’ above that. Protected in a government-approved scheme.
- Rent
- Paid monthly. Under the Renters’ Rights Act, no more than one month can be asked for in advance.
- Lost keys
- The reasonable cost of replacement, with receipts.
- Late rent
- Interest at 3% above the Bank of England base rate, after 14 days.
Landlord fees
Example pricing VAT shown at 20%.
- Let Only
- 8% + VAT of the annual rent (9.6% inc. VAT), payable at the start of the tenancy.
- Rent Collect
- 10% + VAT of the monthly rent (12% inc. VAT).
- Fully Managed
- 13% + VAT of the monthly rent (15.6% inc. VAT).
- Inventory and check-in
- From £150 + VAT (£180 inc. VAT), depending on size.
- Deposit registration
- Included in all packages.
Client Money Protection
A real agent must belong to a government-approved Client Money Protection scheme and display its certificate here, with a membership number. As this is a fictional business, no scheme or number is shown.
Redress scheme
Every UK agent must belong to a redress scheme, such as The Property Redress Scheme or The Property Ombudsman. If we couldn’t resolve a complaint within eight weeks, you could refer it to the scheme free of charge. Membership details would appear here.
Complaints procedure
Tell us
Speak to the person handling your move, or email complaints@example.com. We’ll acknowledge it within three working days.
We investigate
Priya or Jess will look into it and reply in writing within 15 working days.
Final review
Still unhappy? Ask for a final review, and we’ll reply within a further 15 working days.
Independent redress
If we can’t put it right, you can contact our redress scheme.
Material information
Every listing shows the price, tenure, council tax band, EPC rating and, for leaseholds, lease length, service charge and ground rent. We also share parking, broadband, building safety and any known issues. Listing details on this site are fictional examples.
Privacy
This concept doesn’t send or store any personal data on a server. Shortlists, bookings, saved searches and the moving checklist are kept only in your browser, and you can clear them at any time by clearing your site data.