Client Money Protect

The standards that CMP requires of its members are those that surround the handling of client money. It is a requirement of members of CMP that:

1. They hold client monies in a designated segregated client money account at all times that is separate from their own monies.

2. They adhere to the Royal Institution of Chartered Surveyors (RICS) client money guidelines.

3. They maintain professional indemnity insurance in accordance with the CMP minimum PI requirements.

4. They maintain membership of a recognised external redress scheme.

5. They agree to adhere to the CMP Terms and Conditions of membership.

6. They agree to display the CMP logo in a prominent position within all their lettings branches.

7. They agree to provide information to their tenant and landlords clients explaining client money protection and their membership of CMP.

8.They agree to allow CMP to display their membership details on the CMP website.

https://www.clientmoneyprotect.co.uk/

Wakefield responsible landlords scheme

Wakefield Council is now operating a voluntary 'accreditation' scheme. This recognises and rewards landlords who manage their properties to a good standard. Landlords who join the scheme abide by a code of standards relating to the management and physical condition of their properties.

What benefits are there for tenants?

Tenants can benefit from knowing that by renting from an accredited landlord, the property will be in good condition and the tenancy will be managed to a good standard.

The benefits of choosing to rent from a scheme member are:

▣   a good landlord

▣   the property is of a good standard and is properly managed and regulated

▣   repairs and maintenance are carried out within an agreed time

▣   deposits are refunded quickly at the end of the tenancy with a full and

▣   clear explanation of any deductions made

▣   tenancy agreements that are clear and easy to understand

▣   help and information if you have a dispute with your landlord

What benefits are there for landlords?

This scheme supports landlords who provide good quality homes and safe housing that exceeds the minimum statutory standards.

The benefits of joining include:

▣  regulation and legislation updates as they happen

▣  promotion through Wakefield council website

▣  access to interest free loans to bring empty properties back in to use

▣  reduced HMO licensing costs

▣  Waste Permits* (subject to conditions) that permit free tipping of waste created by tenants

▣  opportunities to lease directly to Wakefield council

▣  discounts on goods and services from local companies and trades persons

To become a member of the accredited landlord scheme both the property and landlord are checked to ensure:

▣  the condition of the accommodation is suitable

▣  a good level of housing management/maintenance

▣  a good standard of tenant support/customer service

To find a responsible landlord or see if your landlord is registered, please see our list of responsible landlords here.

Our complaints process

Find more details in our Conditions of complaints, on our website, in the resources section.

Complaint raised

We will only accept a complaint where:

▣   a complainant has followed the agent's formal complaints process

▣   at least 8 weeks has been allowed for the agent to resolve the complaint

▣   there is no response or no satisfactory resolution has been reached

Case assessor – first contact

The complaint will be allocated to a case assessor who will:

▣  contact both parties within 5 working days

▣  Wrequest evidence, if needed, before deciding in the next 10 working days if the complaint can be accepted for investigation, in line with our Conditions of complaints

Agent’s response

When a complaint is accepted, the case assessor will:

▣  inform the agent and ask them to either send us their rebuttal response and relevant evidence, or resolve the complaint directly with the complainant, within 10 working days

▣  wait for confirmation that the complaint has been settled directly or if the complaint should continue

▣  send a complaint directly for a default decision if the agent does not provide rebuttal evidence, or engage with us and a complaint fee will be charged

Early resolution

Once all evidence has been received, the case assessor has up to 15 working days to:

▣  review the evidence and contact the parties to discuss the complaint and possible grounds for resolution

▣  propose an early resolution which, if agreed by both parties, will become the final decision OR

▣  progress the complaint to the next stage, either after the 15 working day period or earlier if early resolution is unsuccessful

Case officer - proposed/default decision

The case officer will:

▣  either write a default or a proposed decision based on the evidence provided within 10 working days from the date it was allocated to them

▣  send the proposed decision to both parties, who have 10 working days to accept or decline the decision and request a review

Party response

Once a decision has been made:

▣  and both parties agree, the complainant’s bank details will be sent to the agent where there is a financial award so it can be settled

▣  a review can only be requested if there has been an error in fact, law or an administrative error

▣  and where a review has been requested, and accepted, the other party will then have 5 working days to respond

▣  and if the review is rejected, the proposed decision will become the final decision

Final decision – Head of Redress

If a review request is accepted:

▣  the Head of Redress will have 20 working days to issue a final decision from the date it is allocated

▣  the complainant will have 10 working days to accept the final decision which the member will have to comply with

▣  and the complainant does not respond to the final decision, the complaint will be closed

Compliance

The agent will have 10 working days to comply with the decision, at whichever stage it is made

▣  non-compliance can trigger our suspension process

▣  the complainant can take the agent to court for non-compliance