CLIENT PROTECTION

Trueman Estates is committed to providing a professional and trustworthy service while protecting the interests of both our landlords and tenants. As part of this commitment, we are members of recognised industry schemes and registered with relevant regulatory bodies, adhering to their high standards, codes of practice and requirements.

Client Money Protection

Trueman Estates is a member of Client Money Protect (CMP), a client money protection scheme that safeguards money held by us on behalf of our landlords and tenants.

This means that any client money held in our custody and control is protected and, in the unlikely event that these funds are lost, stolen or misappropriated, or Trueman Estates goes into administration, eligible clients can make a claim to CMP for compensation.

Independent Redress Scheme

Trueman Estates is a member of The Property Ombudsman (TPO), a free and independent service that helps resolve disputes between consumers and registered property businesses.

If you have a complaint that we are unable to resolve through our internal complaints procedure, you can refer the matter to The Property Ombudsman for independent review. Where a complaint is upheld, the Ombudsman can, where appropriate, require an apology, refund of fees or award compensation for financial loss, distress or inconvenience.

Tenancy Deposit Protection

For properties managed by Trueman Estates, tenancy deposits are protected with the Deposit Protection Service (DPS) using their Custodial scheme. This means the deposit is transferred to the DPS, where it is securely held for the duration of the tenancy.

At the end of the tenancy, once any proposed deductions and the amount to be returned have been agreed, the deposit will be released within 10 days. If an agreement cannot be reached, the dispute can be referred to the DPS’s free, independent Dispute Resolution Service, with the disputed amount remaining protected until the matter has been resolved.

Data Protection

Trueman Estates is registered with the Information Commissioner’s Office (ICO), the UK’s independent regulator for data protection and information rights.

Our registration reflects our responsibility to protect the personal information we hold and to handle it in accordance with UK data protection requirements, helping to ensure the information provided to us by landlords, tenants and applicants is handled appropriately and securely.