The Letting Partnership blog

Which January Conferences Will You Be At?

cailey.boyce@thelettingpartnership.co.uk (Cailey Boyce) — Tue, 13 Jan 2026 15:06:31 GMT

We’re kicking off 2026 by getting out and about across the country, and we’d love to see you!

January is packed with opportunities to meet the TLP and LoftyWorks teams, explore our services, and see how we can help your agency operate more efficiently and compliantly.

We love attending events because they give us the chance to connect face-to-face with agents, hear your challenges first-hand, and share practical solutions. There’s nothing better than swapping ideas, sharing experience, and seeing the excitement when agencies realise how much smoother compliance and client accounting can be with the right support.

Below are the events we’ll be attending during January:

22nd January | East Midlands Conferene Centre, Nottingham.

Catch us at the TPFG Conference, where TLP will be exhibiting. We’ll be talking all things Outsourced Client Accounting, showing how our expert support can simplify client money management, improve compliance, and free your team to focus on growing your business.

No problem! You can still discover how TLP’s Outsourced Client Accounting can streamline your client money management.

28th January | Chelmsford City Racecourse

LoftyWorks will be showcasing our Automated Client Accounting Module, designed to simplify your rent reconciliation & payments, giving you back time to focus on what matters most.

TLP will be on hand to discuss our Outsourced Client Accounting, HealthCheck, and our new Deposit Risk Assessment, helping you reduce risk and stay ahead of regulatory requirements.

You can still see how LoftyWorks can simplify rent collection, automate payments and reduce admin.

How Can Compliance and the Right Tech Be Your Secret Weapon?

cailey.boyce@thelettingpartnership.co.uk (Cailey Boyce) — Tue, 13 Jan 2026 14:59:34 GMT

LoftyWorks was built with a clear understanding of one of the biggest challenges letting agents face: compliance only works when the systems supporting it are fit for purpose. Rather than being just another payments platform, LoftyWorks is a practical, purpose-built solution that turns compliant processes into everyday workflows. By automating rent collection, reconciliation, and client money movements, it reduces manual handling and with it, the risk and uncertainty that so often sit behind compliance breaches.

This is where technology and compliance truly come together. When LoftyWorks is combined with TLP’s compliance-led approach, agents move away from reactive box-ticking and towards proactive control. The technology enforces consistency, while TLP’s expertise ensures the rules are understood, applied correctly, and kept up to date. The result is a setup that doesn’t just run efficiently but stands up to scrutiny.

In today’s lettings landscape, compliance on its own can feel heavy and time-consuming, while tech without guidance can create false reassurance. But when the two are designed to work together, they become a genuine competitive advantage.

TLP provides the compliance insight, strategic oversight, and reassurance. LoftyWorks delivers the technology that embeds those principles into day-to-day operations. Add outsourced client accounting, and agents gain clarity, control, and confidence, freeing up time to focus on growth, stronger relationships, and consistently great service. A true secret weapon.

See LoftyWorks in Action:

A quick walkthrough showing how automated rent collection, client money handling, and reconciliation work in practice and why the right tech makes compliance easier, not harder.

Where Compliance Meets Smart Technology

LoftyWorks isn’t just another payments platform. It’s a practical, purpose-built solution designed to save letting agents time, reduce errors, and bring clarity to client money handling. By automating critical processes such as rent collection and reconciliation, it removes much of the manual risk that can lead to compliance issues down the line.

When LoftyWorks is paired with TLP’s compliance-led approach, agents benefit from a setup that doesn’t just work efficiently, but works correctly.

Together, this combination delivers:

Automated rent payments: Collect, track, and reconcile rent seamlessly. No more manual chasing, spreadsheets, or duplicated effort.

Compliance built in, not bolted on: Automated workflows support correct client money handling, accurate records, and processes aligned with TLP’s compliance guidance.

Confidence through expert support: With onboarding and ongoing support from both LoftyWorks and TLP, agents reduce operational risk and gain reassurance that nothing is being missed.

A foundation that scales with you: Whether you manage a modest portfolio or are growing rapidly, LoftyWorks adapts as you scale, while TLP keeps you aligned with best practice and bullet proof compliance.

Exclusive Offer: A Complimentary TLP HealthCheck (Worth £330)

To help agents fully unlock the benefits of combining compliance and technology, the first 50 agents to have a LoftyWorks demo in January will receive a complimentary TLP HealthCheck, worth £330.

This HealthCheck gives you a clear, expert-led review of your current setup and helps you:

Spot compliance gaps before they become costly problems

Check your client money processes align with current regulations

Understand where automation can reduce risk and manual effort

Gain confidence that your business is built on solid foundations

It’s a practical, no-obligation way to strengthen your controls and future-proof your agency.

A Smarter Way to Handle Client Accounting

For agents looking to simplify things even further, TLP’s Outsourced Client Accounting service works seamlessly alongside LoftyWorks. We take care of client money management, reconciliations, and reporting, delivering full compliance and accurate financial oversight without the need to add internal admin pressure.

Ready To Turn Compliance and Tech Into Your Secret Weapon?

Book your LoftyWorks demo during January and secure your complimentary TLP HealthCheck (worth £330) available to the first 50 agents only.

✔ See LoftyWorks in action

✔ Understand your compliance position

✔ Reduce risk and admin

✔ Build a stronger, more scalable agency

What’s Keeping Letting Agents Up at Night?

cailey.boyce@thelettingpartnership.co.uk (Cailey Boyce) — Tue, 13 Jan 2026 14:45:20 GMT

As the lettings market heads into 2026, a recent report has delivered a stark message: letting agents feel squeezed from all sides and compliance is right at the top of that list. In a survey of 250 UK estate and letting professionals, 60% of agents ranked compliance and regulatory pressures among their biggest concerns for the year ahead.

From new laws on the horizon to ever-tightening checks required by regulators, staying compliant is a genuine strategic threat to profitability, reputation, and survival.

This is especially true when it comes to client money and tenant deposits. Recent industry data shows that failure to protect deposits properly or return them in line with statutory requirements remains a common compliance pitfall.

Is Compliance a Burden or a Business Advantage?

Letting agents are now realising efficiency through compliance is their best defence. Nearly two-thirds of agents said that improving operational efficiency, especially automating compliance tasks, is their number one growth strategy for 2026.

But not all solutions are created equally. What agents need isn’t just fancy automation, it’s targeted tools that directly de-risk their business, particularly in the areas that keep them up at night:

HealthCheck: Your Client Money Upper Hand

HealthCheck is designed specifically to tackle regulatory complexity in client accounting by:

Benchmarking compliance across your client accounting, so you can spot risk areas before they become crises.

Delivering actionable insights in plain language, with clear priorities for improvement.

Independently reviewing your client money handling in line with Client Money Protection (CMP) requirements.

Recognised by government approved CMP schemes including Client Money Protect, Money Shield, Propertymark, HealthCheck is the industry alternative to a traditional accountant's report, delivered by experts with over 18 years' experience.

In an environment where new laws like the Renters’ Rights Bill are reshaping how tenancies are created and managed, understanding your agency’s compliance performance isn’t “nice to have”; it’s essential.

Curious How Our HealthCheck Helps Thousands of Agents?

“Very helpful with our recent financial healthcheck. The team worked through our report and provided a good level of assistance in order to get the information they needed to understand our accounts and ultimately confirm our compliance. Very good service.”

- Sean Mcmahon

Deposit Risk Assessment: Confidence in Every Penny

With increasing regulatory scrutiny around deposit protection processes, our complimentary Deposit Risk Assessment helps you quickly understand your exposure by providing:

A clear traffic light report highlighting potential risks in your deposit records

A concise risk summary giving an overview of key findings

A breakdown of likely causes behind any issues

Recommended actions to help reduce risk and strengthen your deposit processes

From there, agents have the option to purchase a full report for a more detailed review of each deposit record or to implement remedial actions to correct any errors.

Ongoing stories about deposits being mishandled or misreported underscore just how common these risks are and how costly they can be, with potential fines of up to £30,000 for non-compliance. That’s why having a robust deposit assessment isn’t optional. Best of all, it doesn’t cost a penny.

Why Did LRG Choose The Deposit Risk Assessment?

“TLP recently carried out a snapshot audit of our TDS deposits across one of LRG’s portfolios. The review was completed quickly and efficiently, with clear findings provided in an impressively short time frame. It’s fair to say this would have taken us significantly longer to complete in-house. The audit offered valuable insight and gave us strong reassurance around compliance.”

How Can Agents Leverage Compliance As a Competitive Advantage?

Here’s the industry truth: agents that master compliance will outperform those that struggle with it.

A reputation for strong governance attracts landlords who increasingly value transparent, risk-aware partners. Tenants and landlords feel safer knowing their funds (and homes) are being managed by professionals who follow the letter and the spirit of the law.

And perhaps most importantly, compliance partnerships free your team to focus on revenue-generating activities like winning new landlords and improving service delivery rather than drowning in admin.

Final Thought:

2026 is shaping up to be a year where regulatory complexity is no longer a background worry, it’s a core part of the lettings business landscape. Agents who address compliance head-on through tools like our HealthCheck and Deposit Risk Assessment will not only sleep better at night, but they’ll also run more resilient, trusted and profitable agencies.

Book your HealthCheck and complimentary Deposit Risk Assessment and turn compliance into your advantage.

The Partnership That Unlocked Jamie’s Time, Team, and Growth.

cailey.boyce@thelettingpartnership.co.uk (Cailey Boyce) — Thu, 08 Jan 2026 16:24:18 GMT

Jamie Fearn has spent 15+ years mastering the property game, building Fearn Malone into a lettings agency known for exceptional service. Outside work, he’s a travel addict, escape‑room conqueror (120 and counting), and detail‑driven problem solver, passions that fuel his professional edge.

At 19, he ditched freezing surveyor sites for lettings after a spur‑of‑the‑moment call to his mum landed him an interview the same day. Borrowing his dad’s suit, he walked in and walked out with a job offer, the start of a meteoric rise from lettings manager to UK Sales & Lettings Director, and eventually, agency founder.

By his 30th birthday, Jamie was celebrating directorship with a PlayStation 5 from his team. But the real game‑changer was still ahead: launching Fearn Malone, an agency built to truly care about people while running like a well‑oiled machine.

Then came the challenge: client accounting:

“I launched with 30 properties and grew to 130, but chaos followed. Time vanished into spreadsheets and multiple systems, leaving no room to grow the business. The client accounting software I was using just wasn’t good enough.”

What happened next didn’t just streamline Jamie’s client accounting, it transformed the way his agency could grow. This is where The Letting Partnership enters the story…

Jamie first heard about TLP when 2 of his industry friends posted about the company on social media and what immediately stood out was their reputation for expertise and reliability. The promise of a responsive and knowledgeable team managing complex client accounting matters was exactly what he was looking for.

When evaluating outsourcing providers, Jamie’s priorities were clear: accuracy, compliance, clear communication, and the ability to free up time for himself, his team and his family. Initially, he had typical concerns about transitioning systems and the potential learning curve, but these were quickly alleviated when Jamie learnt that TLP would work with his existing client accounting software.

“I run my business from an iPad so that we can just go out and take care of the front end.”

The sales process with TLP was seamless. Jamie says the deciding factor was the confidence he gained from the team’s clear communication and understanding of his business needs.

Onboarding was smooth, structured, and supportive. Jamie recalls:

“Right from the start, TLP made everything clear. The process was straightforward, and we felt supported every step of the way. It took just 7 days from when we signed up to receive an email from the bank confirming our client account had been opened.”

Early wins came quickly, providing tangible reassurance that outsourcing client accounting was the right decision.

Since TLP began managing his client accounting, Jamie’s day-to-day operations have transformed. He notes:

“It’s unbelievable. It gives me so much time back and allows me to live my life.”

Communication and the support from the TLP team have been consistent and reliable. Jamie highlights improvements in accuracy, speed, and transparency, giving him confidence that his client accounting is fully compliant and well-managed. TLP has also helped navigate complex accounting scenarios, removing stress from potentially tricky situations.

He says:

“When it’s your own business, you want to control everything, but I got to the point where my business needed to grow so I wanted a professional and trustworthy company to deal with the parts that they are experts in. TLP works seamlessly with my business, and I no longer feel the need to control everything.”

Outsourcing has delivered measurable and noticeable benefits:

Time saved: Jamie and his team can focus on growth rather than spreadsheets.
Reduced errors and stress: Compliance worries are minimal.
Team efficiency: Staff are freed up to concentrate on client-facing and operational priorities.
Business outcomes: The partnership has supported scaling and improved service quality, with unexpected benefits such as smoother landlord and tenant interactions.

Outsourcing his client accounting has meant that Jamie can also focus on growing his business and up-skilling his team. His staff can focus on the areas they excel in.

“My staff are happier because they're coming into work knowing that they're going to do the job that they applied for, what they want to do, what they're good at, and not have all the added little extras thrown at them.”

With client accounting expertly handled by TLP, Jamie has regained personal time and peace of mind. He emphasises:

“It gives me the ability to run my business and still have time for family and personal interests without being tied down by day-to-day accounting.”

Working with TLP has changed Jamie’s relationship with client accounting. Instead of stress and chaos, he now experiences relief, confidence, and reassurance. When asked to describe TLP in three words, Jamie chooses:

“Responsive. Effective. Impressive”.

“What I value most is the freedom and confidence it gives me. It’s a partnership that lets my business, and me thrive.”

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From Landlord to Letting Agency Owner

cailey.boyce@thelettingpartnership.co.uk (Cailey Boyce) — Thu, 02 Oct 2025 15:17:01 GMT

Where it all Started

Terence Kwong has been involved in the lettings industry for over a decade, beginning his journey as a landlord while working full time at Apple and raising a young family. During this time, he relied on letting agents to manage his properties but often found the service fell short of expectations. When lockdown provided a little extra time, Terence saw the perfect opportunity to take control and began managing his own portfolio, which laid the foundation for his future in lettings.

Recognising a gap in the local market for a more bespoke service, he decided to start his own letting agency, one that combined the latest technology with cost efficiency while still delivering excellent customer service. But starting from scratch was no small feat. Terence needed to get compliant, put legal and accounting systems in place, and establish client facing processes all within a very tight timeline.

“I think the first step for anyone trying to start up as a letting agent is compliance in every step they take.”

How Terence Found the Perfect Route to Market

Terence faced an ambitious timeline to launch his lettings agency and like many new agency owners, his main challenge was opening a client account. He found himself in a classic “chicken-and-egg” situation: he needed Client Money Protection (CMP) and Redress membership to open a client account, yet could not obtain CMP or Redress without first providing proof of a compliant client account.

Confused with where to begin, a CMP provider recommended Terence to The Lettings Partnership, and after speaking with the sales team, he quickly realised that the Lettings Launch Kit was the perfect solution to all of his challenges.

The Lettings Launch Kit from The Lettings Partnership provided Terence with a complete roadmap for launching his new agency. It covered everything from legal advice via a dedicated telephone line to client accounting, CRM system recommendations, CMP insurance, Redress membership, and operational guidance. Terence credits the Lettings Launch Kit with enabling his team to move efficiently from zero to fully operational in under 4 weeks, compared to the two plus months it would have taken to set up a fully compliant lettings business on his own. With landlords waiting, he didn’t miss a single opportunity. Remarkably, his client account was opened on a Friday, allowing him to collect his first holding deposit for a fully managed property the very next Monday.

“My first impression with The Letting Partnership was efficiency and how quickly the team understood exactly what we needed, It saved us so much time, stress & cost”.

Professional Client Accounting from Day One

Part of The Lettings Launch Kit includes outsourced client accounting, which was the perfect addition to his business. Like many agents, his and his partner’s strengths lie in relationship building and supporting landlords rather than managing finances. Relying on experts for the complexities of client money management made perfect sense. With hiring an in-house finance team not being an option at the start, partnering with The Letting Partnership gave him confidence that payments were handled professionally and on time, while allowing him to focus on growing the business and delivering exceptional service to landlords.

“We desperately needed a jumpstart and that jumpstart was The Letting Partnership, I really can’t stress how helpful the team are. I feel confident and happy that we have The Letting Partnership as our client accounting and compliance partner so we can focus on getting new landlords”.

Advice for New Agents

Having gone through the challenges and rewards of setting up a letting agency himself, Terence understands better than most what it takes to get started. His journey has given him valuable insights into both the practical steps and the mindset required, and he’s keen to share his advice with anyone considering taking the leap:

"Be positive and go for it. Look for a scalable partner such as The Letting Partnership. If anyone is thinking of starting a letting agency, now’s the best time, there are so many landlords who need our help navigating the upcoming legal changes."

The Future

Over the next 12 months, Terence plans to focus on growing his business organically. He aims to attract new landlords by mastering the fundamentals and delivering a world-class level of service. He also intends to continue educating himself through industry events and webinars, ensuring he can guide landlords and tenants through the evolving legal landscape.

Terence’s Words:

"Three words that sum up the Lettings Launch Kit for me: comprehensive, efficient, indispensable. From legal advice to client accounting and CRM guidance, it gave us everything we needed to go from a cold start to our first holding deposit. I honestly don’t know anyone starting as a letting agent who wouldn’t benefit from the Lettings Launch Kit, it’s a game changer."

Click here to discover how our Lettings Launch Kit can help you get started with confidence.

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Navigating the Renters’ Rights Bill: What the Experts Are Saying

ocean.parker@thelettingpartnership.co.uk (Ocean Parker) — Thu, 24 Jul 2025 11:52:55 GMT

The Third Reading of the Renters' Rights Bill took place on 21st July, just days before the summer recess. This was Parliament’s final chance to review the Bill, make last-minute amendments, and ensure everything is workable.

While Labour’s large majority and cross-party support suggest momentum is strong, it’s unlikely the Bill will receive Royal Assent before MPs return from summer break on 1st September, just ahead of the Labour Party Conference.

In the meantime, agents and landlords must focus on preparation, not panic. With change on the horizon, we’ve gathered insight from respected industry leaders to help you cut through the noise and identify practical next steps.

Sean Hooker: Get Ahead with Practical Preparation

Sean Hooker, Head of Redress at the Property Redress Scheme, encourages agents not to wait until the changes hit. He shared the following advice:

The Act will be rolled out in stages, so it will not be a big bang!

Whilst the changes to tenancies and possession grounds will be the first and likely to be in place very quickly, other parts will take time.

However, that does not mean you cannot start preparing now for some of the changes.

Here are Sean's tips:

Prepare your landlords for the register: Make sure that all their compliance is up to date – their safety certificates; their deposits properly protected, all appropriate licensing in place. Remind them that an agent cannot register for them so ensure they have all the documents you need when the time comes.
Prepare them for an ombudsman: The appointment of an ombudsman for landlords will take a while. In the meantime, make sure your landlords have a complaint process in place. It does not have to be complicated – one side of a sheet of paper. Make sure your tenants have a copy. Make sure they know what they are responsible for and what their obligations are.
Prepare for rent rise challenges: The new system could mean tenants challenging proposed rent increases through a tribunal. Ensure you have done your homework and have robust evidence that any increases are fair and in line with market rates. Talk to tenants in advance and make sure correct notices are served.
Prepare for the Decent Homes Standards: These already apply to social housing and are being consulted for the PRS. Start making improvements now to avoid a last-minute rush when tradespeople are hard to find.
Prepare for Awaab’s Law: Tackle damp and mould proactively. Prevention is better than cure. Regular inspections, structural repairs, and tenant education can all help reduce risks. Bring properties up to a minimum of EPC C where possible.
Prepare for pets: The Act will make it harder to refuse tenants with pets. If pets are allowed, set rules in advance. If not, have genuine reasons ready. Source pet damage insurance products for landlords.
Prepare for stricter advertising rules: Material information requirements already apply, but further restrictions will follow, such as banning discriminatory adverts. Ensure landlords understand what can and cannot be said in listings.

Sean’s message is clear: Don't wait - start preparing now.

Susie Crolla: Strategy Starts with Compliance

Susie Crolla, Managing Director of The Guild of Letting & Management, highlights the importance of planning, structure, and staying informed:

Over the last 12 months there has been a lot of discussion around The Renters’ Rights Bill, some negative, some positive, however, with change comes opportunity.

Letting agents and landlords must conduct an audit of their portfolios, ensure they are registration compliant, stay informed relying on reliable and strong resources, and make certain that they put together a strategic action plan to implement change.

Christopher Watkin: Show Up with Confidence, Not Fear

Christopher Watkin, one of the UK’s best-known lettings and estate agency growth specialists, urges agents to see the bigger picture:

Letting agents, stop panicking and start preparing because every bit of rental reform in the past was meant to break the market, yet here we are, still standing. This is your moment to scoop up self-managing landlords who are scared stiff and desperate for guidance… if you show up with answers, not anxiety.

Chris Mason: Get Your Systems in Shape

Chris Mason, Chief Operating Officer at The Letting Partnership, offers a practical reminder that even if the Bill doesn’t directly affect client money protection, the ripple effect across processes will be significant:

Although the Renters (Reform) Bill isn't aimed at client money protection, it will change how agents handle tenancies, relationships, and compliance. Now is a good time to make sure your rent collection, deposit management, and tenancy records are consistent, accurate, and easy to trace.

With periodic tenancies becoming the norm, solid systems and clean records will be essential, not just to avoid disputes, but to stay ahead if scrutiny from tenants or regulators ramps up.

The Bill also opens the door for tenants with pets, and landlords will be allowed to ask for a higher deposit to cover that. Agents need to be clear on how those payments are recorded, held, and managed. Strong CRM notes matter too, especially where decisions or exceptions are made.

You won’t want to rely on memory once tenancies are running indefinitely.

Megan Eighteen: Prepare, Educate and Lead

Megan Eighteen, Propertymark President and Head of Development at Home Finders – Lettings, highlights the importance of early action and team readiness:

With the Renters’ Rights Bill on the horizon, now is the time to take action, not later. Agents should review their fee structure to ensure they’re only charging for what’s compliant and clearly communicated, as well as starting to educate their teams to ensure everyone understands the changes and can confidently support tenants. This isn’t just a compliance task, it’s a chance to lead the market. Those who prepare now will be the ones who thrive when the bill takes effect.

Internal training, transparent fees and forward planning are key to long-term success.

Paul Shamplina: Serving Landlords in a Complex Market

Paul Shamplina, founder of Landlord Action, a leading voice in the private rented sector, offers a sharp perspective on letting agents' opportunities in the wake of legislative reforms.

Landlords need agents more than ever with the impending changes of the Renters Rights Bill coming in, this is a great opportunity to pick up self‑manage landlords, I’ve never been booked so much to speak at agent events put on for landlords.

Being a landlord in 2025 is a Profession, it is the hardest it’s ever been. Knowing what new compliance and regulations that must be complied with is so challenging. What landlords are looking for in a great agent, is an agent that shows they care, that they can give a real peace of mind, that they are protected and that their biggest asset in their property is looked after well.

The industry is shifting away from transactional letting and towards service-led, compliance‑focused partnerships with landlords.

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CMP Annual Reviews and Audits

ocean.parker@thelettingpartnership.co.uk (Ocean Parker) — Fri, 04 Jul 2025 08:49:15 GMT

Letting Agents in the UK, handling client money (landlord and/or tenant), must have in place a Client Money Protection Scheme.

There are several such schemes available in the UK by providers:

Client Money Protect;
Money Shield;
Propertymark;
RICS;
Safeagent (previously NALS); and
UKALA Client Money Protection.

Recognised CMP Scheme Providers

Each provider applies their own set of requirements for ensuring Letting Agents remain compliant with their scheme. For example:

Agents must stay within a Maximum Client Account Balance held by an agent in the preceding 12 months. For example, Money Shield has a maximum balance of £500,000. Propertymark has different price tiers for larger Client Account Balances held.
Schemes handling smaller balances, below £250,000, require simpler annual compliance checks in the form of copies of bank statements and PDF copies of relevant insurances and certificates.
Some schemes require a full Accountants Report on Client Money which must be obtained from a suitably qualified accountant.
Some schemes support agents using The Letting Partnership HealthCheck instead of an Accountant's Report. Namely, Client Money Protect, Money Shield and Propertymark.
There are further regional differences for Wales and Scotland.

Below is a summary of the pricing as of June 2025.

Detailed Audit Requirements

Where an agent is subject to a detailed audit, common requirements of CMP Schemes:

1. Accounting Records

Auditors will review accounting records concerning how client money is handled. Primary records usually required include:

Client Account Bank Statements – for the audit period.
Evidence of Reconciliations between Bank Statement and Ledger.
Cash allocation report – showing the client money held, broken down by landlords, tenants, suppliers and any historical/suspense balances.
Random sample of transactions – an auditor would select a sample of transactions and will follow through the primary records to confirm correct calculation and treatment in the ledger and eventual pay-out.
Review of supporting documents – such as invoices, bills and landlord statements.

Processes should be written, for example: How funds are received, stored, and paid out.

2. Compliance and Process Documentation

Auditors will seek to review an agents Client Account processes and how they match the procedures published to landlords and agents to review.

Processes should be written, for example:

How funds are received, stored, and paid out.
Who authorises payments.
Segregation of Duties between preparation, approval and payout.
How systems and software is used.

3. Regulatory Checks

Proof of Membership to the CMP.
Professional Indemnity Insurance Certificate.
Tenancy Deposit Scheme Membership.
Client Account Confirmation Letter – from the providing bank, confirming the bank account is treated as a designated client account.

4. Changes in the Rental Portfolio

List of all tenancies.
List of tenancies ended and started in the period.
List of rents in arrears.

Consider using The Letting Partnership HealthCheck

If a Letting Agent today pays and obtains an Accountants Report as part of their annual compliance renewal for the following schemes: Propertymark, Money Shield or Client Money Protect, then they would also be eligible to use the TLP HealthCheck.

The TLP HealthCheck is a fast-track compliance process. Simply complete an online questionnaire and the TLP Compliance Team will run their checks providing their assessment within a short timeframe. For more information, visit our HealthCheck page.

This article is intended as a guide only and does not constitute legal advice. If in doubt seek professional legal advice.

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Sending Bank Details? Don’t Get Caught Out

ocean.parker@thelettingpartnership.co.uk (Ocean Parker) — Thu, 19 Jun 2025 10:58:55 GMT

It might seem like a straightforward task, but sending the wrong bank details to a landlord or tenant — or having those details intercepted or tampered with — could cost your agency thousands of pounds. That’s why sending bank details securely is essential for every lettings professional.

Email is still the most common way agents communicate with tenants, landlords, and contractors. But sharing sensitive information like bank account details via email carries significant risks. Cybercriminals increasingly target these systems to steal data, carry out phishing scams or even alter payment instructions. So it's essential that everyone in your team understands how to handle this type of information securely — not just IT managers or senior staff.

Here are some clear, practical tips that everyone in a lettings office can follow to reduce the risks when sharing bank details.

Understand the Risks

These risks apply to every inbox — whether you’re the owner, office manager or a junior negotiator — so take precautions every time.

Before you send any bank details, stop and think about what could go wrong:

Emails can be intercepted if they’re not encrypted. Think of an unencrypted email like a postcard — it can be read while in transit.
Fraudsters can impersonate colleagues or tenants, asking for bank details or trying to redirect payments.
Your inbox could be compromised, especially if your email password is weak or reused.

Never Type Bank Details Directly Into the Email

Typing bank details into the body of an email is the least secure option. To avoid unnecessary risks, focus on sending bank details securely using one of these safer alternatives:

1. Is a Screenshot Safer Than Typing the Details?

A screenshot can be slightly safer than typed text, as it's harder for email-scanning bots or malware to read. But if the email is intercepted, the image is still accessible — so it's not a fully secure method. Treat it as slightly better than plain text, but still with caution.

2. Use a Password-Protected Attachement

Create a PDF or Word document with the bank details and protect it with a strong password. Send the document via email, but never send the password in the same message, share it separately by phone, text, or a messaging app.

3. Use a Secure File-Sharing Service

Services like Dropbox, OneDrive or Google Drive let you upload files and share them securely. You can set expiry dates, view-only permissions, or password-protect access. Again, send any password separately.

4. Use Property Software with Secure Logins

If you use property management software, it may allow tenants to log in to a secure portal where they can view payment details safely. Make sure the software provider monitors any changes to bank details so you have an audit trail.

5. Use Encrypted Messaging Services

Tools like Microsoft Teams or Signal offer encrypted messaging and are far safer for sharing sensitive info than regular email or text.

What About WhatsApp?

Many letting agents use WhatsApp daily — often on personal mobiles, company devices, or even shared office phones.

The good news is that WhatsApp is end-to-end encrypted, meaning messages can only be read by you and the recipient. That makes it far more secure than email for sending sensitive details — if you're sending them to a verified contact.

However, there are still important points to consider:

WhatsApp doesn’t automatically create a central record like email or property software, which could cause issues later if there’s a dispute.
If the WhatsApp account is shared between staff, it can be difficult to track who sent what, or keep records of communication.
You still need to be cautious — only share bank details with verified contacts, avoid copying and pasting into the chat, and consider using a password-protected file even on WhatsApp.
If you use WhatsApp for work, WhatsApp Business may be more appropriate as it provides some extra tools and separation from personal messages.

In short: WhatsApp can be a secure option, but only if it’s used properly — and with proper internal controls in place.

Double-Check the Recipient

Before sending anything, triple-check the tenant’s name, email address or mobile number, and what they’ve requested. If you’re not 100% sure, verify it by calling them or speaking to a colleague. A small mistake can send sensitive data to the wrong person.

Never Send Sensitive Info on Public Wi-Fi

If you’re working from a café, train, or anywhere with public Wi-Fi, avoid sending bank details unless you're connected via a VPN (Virtual Private Network), which adds a layer of encryption.

Keep Your Devices and Apps Updated

Hackers often exploit old versions of software. Make sure your computer, phone, browser and email software are up to date with the latest security patches.

Use Two-Factor Authentication (2FA)

Every email account used for business should have 2FA switched on. This means even if someone steals your password, they can’t access your account without your phone or second verification step.

Have a Simple Office Policy Everyone Understands

Create a short guide for your team that outlines how to share bank details safely. Everyone — from junior staff to managers — should know:

Never to type bank details directly into emails
How to send secure attachments or links
When and how to use WhatsApp or other tools
Who to ask if they’re unsure

Run through examples at team meetings and remind staff regularly. Security works best when everyone plays a part.

Final Thoughts

mail isn’t naturally secure, but with a few simple steps, it can be made much safer. Whether you’re a branch manager or just starting out in lettings, understanding the importance of sending bank details securely will help protect your agency and your tenants.

When in doubt, pause and double-check, and if there’s a safer alternative to email, use it.

This article is intended as a guide only and does not constitute legal advice. If in doubt seek professional legal advice.

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Mental Health: Why It Matters More Than Ever

ocean.parker@thelettingpartnership.co.uk (Ocean Parker) — Mon, 19 May 2025 13:59:18 GMT

The lettings industry is fast-paced, high-pressure and often unpredictable. Letting agents juggle numerous responsibilities responding to landlords, tenants, contractors, and regulators, all while working to tight deadlines and often handling emotionally charged situations. It’s no surprise that many agents experience high levels of stress. But with mental health becoming an increasingly important topic across all industries, now is the time for letting agents to prioritise their wellbeing.

Letting agents are on the front lines of housing, helping people find homes, dealing with emergencies, navigating changing legislation, and managing financial pressures. Combine that with long hours and rising client expectations, and it's easy to see how stress can take its toll.

According to the 2025 Mental Health UK 'Burnout Report', nine in 10 (91%) experienced high pressure or stress at some point over the last year. In the property sector, the pressure to perform can be relentless, especially during busy periods or when disputes arise.

Signs You May Be Struggling

Mental health issues can affect anyone, regardless of job title or experience. Common signs include:

Constant fatigue or trouble sleeping
Feeling overwhelmed or anxious
Irritability or mood swings
Difficulty concentrating
Physical symptoms such as headaches or muscle tension

Recognising these signs early is crucial. It's not a weakness—it's a signal your mind and body need support.

Practical Ways to Look After Your Mental Health

Drawing on practical suggestions from our previous guides on tackling stress and managing stress, here are some tips tailored to letting agents:

1. Set Clear Boundaries

Define your working hours and stick to them. With emails and calls often coming in outside of office hours, it’s easy to blur the lines. Turn off notifications after work and give yourself time to fully switch off.

2. Get Outside and Move

Even a short walk during your lunch break can make a difference. Physical activity helps release endorphins, improves mood, and reduces anxiety. Fresh air and movement can also help you reset after difficult conversations or a tough day.

3. Talk About It

Whether it’s with a colleague, friend or mental health professional, sharing how you're feeling can provide huge relief. Opening up often helps others do the same, creating a supportive culture in your workplace.

4. Take a Proper Break

A proper break means time away from your desk—not scrolling through your phone. Step away, make a cup of tea, or do something that genuinely relaxes you. These small pauses throughout the day can have a big impact.

5. Keep Perspective

It’s easy to get caught up in the urgency of every issue, but not every situation is an emergency. Step back, breathe, and try to assess each challenge with a clear head. Ask yourself: will this matter in a week?

You’re Not Alone – Help Is Available

If you're struggling, there is support out there. Mind offers free, confidential advice and resources for anyone experiencing mental health difficulties. You can visit their website at www.mind.org.uk or call 0300 123 3393.

Workplaces also play a vital role in promoting mental wellbeing. If you're a business owner or manager, consider encouraging open conversations about mental health, providing access to resources, and offering training in mental health first aid.

Looking After Ourselves Means Looking After the Industry

The success of the lettings industry depends on the people within it. By prioritising mental health our own and our colleagues’ we can build a more resilient, compassionate, and productive sector.

Whether you're an experienced agent or just starting out, remember: taking care of your mental health isn’t a luxury, it’s a necessity.

This article is intended as a guide only and does not constitute legal advice. If in doubt seek professional legal advice.

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Repair Smart. Stay Compliant. Keep Clients Happy

gill.waller@thelettingpartnership.co.uk (Gill Waller) — Wed, 14 May 2025 16:31:18 GMT

Property maintenance is a balancing act: keeping tenants happy, protecting landlord assets, and managing costs. But one area that’s often overlooked is how maintenance affects the handling of client money — and how letting agents can stay compliant while coordinating repairs.

Whether it’s a leaky roof, a faulty boiler, or just general wear and tear, maintenance is a routine part of lettings. But how it’s managed, financially and practically, can make all the difference to your bottom line, your landlord relationships, and your audit trail.

Proactive Maintenance Saves Money and Reduces Disputes

Reactive maintenance — waiting for tenants to report issues — might feel easier in the short term, but it often leads to bigger bills and more tenant dissatisfaction.

A smarter approach is planned preventative maintenance. This means:

Scheduling regular checks on boilers, alarms, and ventilation systems
Inspecting high-risk areas during property visits (e.g. damp-prone corners, guttering, tiles)
Keeping a log of common faults in each property
Communicating with landlords about potential upcoming costs, so they aren’t caught off guard

This type of maintenance minimises downtime and repair costs, while also showing tenants that their property is being properly looked after — reducing complaints and increasing retention.

Choose the Right Contractors

Agents need access to reliable contractors who respond quickly, charge fairly, and communicate clearly. Whether you're using in-house maintenance teams or trusted third parties, ensure:

✅ Contractors are properly vetted (insurance, qualifications, and references)

✅ You have clear pricing structures agreed in advance

✅ Emergency procedures are in place for out-of-hours repairs

✅ You’re not relying on a single person for every job — delays cost time and goodwill.

Some agents operate a contractor panel—a list of pre-approved contractors, rotating work to avoid over-dependence and ensure fast response times.

By being proactive, working with the right contractors, and handling client money responsibly, letting agents can avoid pitfalls and deliver a consistently professional service. It's better for your landlords, better for your tenants — and better for your business.

Managing Client Money During Repairs

This is where things get more complex. Property maintenance often involves handling funds on behalf of landlords — and that means the money is classed as client money, subject to strict regulations under Client Money Protection (CMP) schemes and accounting standards. Here’s how to stay compliant:

1. Obtain Authorisation Before Spending

You must have landlord authorisation before spending their money on repairs, except in genuine emergencies. This should be in writing, ideally via email or within the signed terms of business.

Set a pre-agreed spending limit in management agreements — for example, “up to £250 without prior approval” — to allow you to act swiftly when needed.

2. Always Use the Client Account

All incoming rent and outgoing maintenance payments must be routed through your ring-fenced client account. Avoid paying for maintenance from your business account and claiming it back — this could breach CMP requirements and create audit issues.

Every transaction should be traceable, with clear documentation showing:

Who authorised the work
The contractor's invoice
Proof of payment
The corresponding entry in your property management software or ledger

3. Avoid Using Tenant Deposits

Never use deposit funds to cover maintenance, even if the repair is related to damage caused by the tenant. Deposits must remain protected and untouched unless the tenancy ends and deductions are agreed.

4. Record and Reconcile Promptly

Once a payment is made for a repair, update the landlord’s account immediately and ensure your records reconcile with bank transactions. Regular reconciliation of the client account is a CMP requirement.

If you outsource your client accounting, choose a provider who understands how to manage maintenance payments within the same compliance framework.

Keep Landlords Informed (and Reassured)

Landlords want transparency. Whether the repair is £60 or £600, clear and timely communication builds trust.

Provide:

Advance notice of works and estimated costs
Confirmation when the repair has been completed
A copy of the invoice or receipt
Updates on tenant feedback (e.g. heating now working, leak resolved)

This helps reduce disputes, gives landlords peace of mind, and protects your agency in the event of a complaint.

Don’t Forget the Tenants

Fast, professional responses to maintenance requests are one of the biggest contributors to tenant satisfaction. Use a consistent system for logging, tracking, and following up on issues — ideally via your property management software or a dedicated maintenance portal.

Top tip: where appropriate, share estimated timeframes with tenants, even if it’s just to say, “we’ve instructed a contractor and expect to have an update by Wednesday.”

It shows you're taking action and helps reduce follow-up calls and frustration.

This article is intended as a guide only and does not constitute legal advice. If in doubt seek professional legal advice.

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The Letting Partnership blog

Which January Conferences Will You Be At?

How Can Compliance and the Right Tech Be Your Secret Weapon?

What’s Keeping Letting Agents Up at Night?

The Partnership That Unlocked Jamie’s Time, Team, and Growth.

From Landlord to Letting Agency Owner

“I think the first step for anyone trying to start up as a letting agent is compliance in every step they take.”

“My first impression with The Letting Partnership was efficiency and how quickly the team understood exactly what we needed, It saved us so much time, stress & cost”.

“We desperately needed a jumpstart and that jumpstart was The Letting Partnership, I really can’t stress how helpful the team are. I feel confident and happy that we have The Letting Partnership as our client accounting and compliance partner so we can focus on getting new landlords”.

"Be positive and go for it. Look for a scalable partner such as The Letting Partnership. If anyone is thinking of starting a letting agency, now’s the best time, there are so many landlords who need our help navigating the upcoming legal changes."

Navigating the Renters’ Rights Bill: What the Experts Are Saying

Sean Hooker: Get Ahead with Practical Preparation

Here are Sean's tips:

Susie Crolla: Strategy Starts with Compliance

Christopher Watkin: Show Up with Confidence, Not Fear

Chris Mason: Get Your Systems in Shape

Megan Eighteen: Prepare, Educate and Lead

Paul Shamplina: Serving Landlords in a Complex Market

We’re Here to Help

This article is intended as a guide only and does not constitute legal advice. If in doubt seek professional legal advice.

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CMP Annual Reviews and Audits

Recognised CMP Scheme Providers

Detailed Audit Requirements

1. Accounting Records

2. Compliance and Process Documentation

3. Regulatory Checks

4. Changes in the Rental Portfolio

Consider using The Letting Partnership HealthCheck

This article is intended as a guide only and does not constitute legal advice. If in doubt seek professional legal advice.

Sign up below to our monthly newsletter to keep informed.

Sending Bank Details? Don’t Get Caught Out

Understand the Risks

Never Type Bank Details Directly Into the Email

1. Is a Screenshot Safer Than Typing the Details?

2. Use a Password-Protected Attachement

3. Use a Secure File-Sharing Service

4. Use Property Software with Secure Logins

5. Use Encrypted Messaging Services

What About WhatsApp?

Double-Check the Recipient

Never Send Sensitive Info on Public Wi-Fi

Keep Your Devices and Apps Updated

Use Two-Factor Authentication (2FA)

Have a Simple Office Policy Everyone Understands

Final Thoughts

This article is intended as a guide only and does not constitute legal advice. If in doubt seek professional legal advice.

Sign up below to our monthly newsletter to keep informed.

Mental Health: Why It Matters More Than Ever

Signs You May Be Struggling

Practical Ways to Look After Your Mental Health

1. Set Clear Boundaries

2. Get Outside and Move

3. Talk About It

4. Take a Proper Break

5. Keep Perspective

You’re Not Alone – Help Is Available

Looking After Ourselves Means Looking After the Industry

This article is intended as a guide only and does not constitute legal advice. If in doubt seek professional legal advice.

Sign up below to our monthly newsletter to keep informed.

Repair Smart. Stay Compliant. Keep Clients Happy

Proactive Maintenance Saves Money and Reduces Disputes

Choose the Right Contractors

Managing Client Money During Repairs

1. Obtain Authorisation Before Spending

2. Always Use the Client Account

3. Avoid Using Tenant Deposits

4. Record and Reconcile Promptly

Keep Landlords Informed (and Reassured)

Don’t Forget the Tenants

This article is intended as a guide only and does not constitute legal advice. If in doubt seek professional legal advice.

Sign up below to our monthly newsletter to keep informed.