Landlord Handling Procedure
Our Landlord Enquiry-to-Instruction Process
At Your Home Managed, we follow a structured, transparent, and fully compliant process when a landlord engages with us. From the first enquiry through to full instruction, our goal is to provide clarity, professionalism, and complete adherence to English law — including client money rules, redress scheme obligations, and all AML and sanctions requirements.
1. Initial Contact & Enquiry Handling
When a landlord contacts us — whether through our website, by phone, or by email — we record the enquiry and gather the essential property details.
We take the time to understand the landlord’s situation, goals, and expectations, and we explain our services clearly, including our fee structure and how our fully managed approach works.
At this stage, we also provide all required regulatory information, including:
Our Client Money Protection scheme details
Our redress scheme membership
Our terms of business for landlords
We ensure transparency from the very first conversation so landlords know exactly how we operate and what they can expect.
2. AML & Sanctions Compliance
As part of our legal obligations under English law, we conduct robust identity verification and sanctions screening before accepting any formal instruction.
Identity Verification
We request proof of identity from all landlords.
For individuals, this includes ID such as a passport or UK driving licence.
For companies, we verify the company details and identify all beneficial owners.
Sanctions Screening
We screen every landlord — individuals and companies — against the UK Financial Sanctions List before proceeding.
This is a mandatory element of our onboarding procedure.
We document:
The date of the check
The names/entities searched
The results of the screening
If there is ever a potential match, we pause the onboarding process immediately and report it to the Office of Financial Sanctions Implementation (OFSI) as required.
Record keeping
We keep all identity and AML data securely for the legally required minimum of five years.
All data is stored securely and accessed only by authorised team members.
3. Risk Assessment & Proposal
Once the initial verification steps are complete, we conduct an internal risk assessment as part of our AML obligations.
We assess factors such as landlord location, ownership structure, complexity, and any risk indicators.
We then prepare a tailored proposal for the landlord. This includes:
Recommended service level (e.g., full management, tenant find)
Fee structure
Timeline for marketing and tenant placement
Our service standards and communication commitments
We also send the landlord our full terms of business so expectations and obligations are clearly set out from the start.
4. Formal Instruction
When the landlord is ready to proceed, we obtain written confirmation and a signed copy of our terms of business.
At this stage, we also collect:
Proof of property ownership
Any relevant consents (e.g., mortgage lender consent if required)
Bank account details for rent payments
If there has been a significant delay between initial checks and instruction, we complete a fresh sanctions check to ensure full legal compliance.
We then set up the landlord and property on our management system and provide access to their landlord portal (where applicable), ensuring full transparency on statements, maintenance updates, and correspondence.
5. Ongoing Compliance, Training & Professional Management
Once a landlord is fully onboarded, our ongoing duties include:
Regular Sanctions Re-Checks
We repeat sanctions checks annually and whenever material changes occur, in line with current regulatory expectations.
Ongoing Monitoring
We continuously monitor the landlord relationship in accordance with AML regulations, ensuring no suspicious activity or inconsistencies arise.
Transparent Communication
We provide landlords with regular statements, updates on rent collection, maintenance, inspections, renewals, and any issues regarding the tenancy.
Complaint Handling & Redress
We maintain a clear, written complaints procedure.
If a landlord is ever dissatisfied, we ensure the issue is investigated promptly, and we provide access to our external redress scheme should it be needed.
Training & Quality Assurance
To sustain high standards:
All staff (letting negotiators, referencing teams, compliance) undergo regular training on relevant legal and regulatory obligations:
Tenant Fees Act 2019 (GOV.UK)
Right-to-Rent Code of Practice (GOV.UK)
Equality Act 2010 and non-discrimination principles (The Property Ombudsman)
Redress scheme codes (e.g., TPO Code of Practice) (The Property Ombudsman)
AML & Sanctions Training. We carry out regular reviews of AML policies and complete relevant training for all staff members using various providers such as Propertymark, The Able Agent, NRLA and various online publications, especially when information is updated.
We perform regular internal audits of our enquiry-handling procedures to ensure compliance and continuous improvement.
Summary of What We Do
From the first enquiry through to instruction, we ensure:
Full legal compliance (AML, sanctions, client money, redress)
Clear communication and transparency
Proper verification and risk assessment
Professional onboarding and property setup
Ongoing oversight, reporting, and legal adherence
This structured process allows Your Home Managed to provide a safe, compliant, and exceptional experience for every landlord