Services Fees, Policy and Procedures

  • Version reviewed: June 2026

    Company: ARE Management Limited
    Address: 59 Banner Street, London EC1Y 8PX, United Kingdom
    Email:info@areassets.com
    Telephone: +44 (0)20 8287 9144
    Website: areassets.com

    ‍ ‍‍1. Our commitment

    ARE Management Limited is committed to providing a professional, transparent and responsive service to our clients, tenants, landlords, buyers, sellers and other parties with whom we deal.‍

    We aim to resolve any concern promptly and fairly. If our client feels aggrieved about our work, they are entitled to make a complaint.

    ‍ ‍‍2. Scope of this procedure

    This Complaints Handling Procedure applies to complaints relating to services provided by ARE Management Limited, including, where applicable:

    • residential sales;

    • lettings;

    • property management;

    • tenancy administration;

    • landlord and tenant communications;

    • client accounting and rent collection administration;

    • project management and property-related coordination services.

    This procedure does not prevent any party from seeking independent legal advice. Where a matter is already subject to formal legal proceedings, court determination, arbitration or another binding dispute process, we may be required to deal with the matter through that separate process rather than under this complaints procedure.

    Where a complaint relates to a tenancy deposit dispute, the relevant tenancy deposit scheme process may also apply.

    3. How to make a complaint

    Complaints should be made in writing either by email or post, so that the issues can be clearly recorded and properly investigated.

    If submitted by email or post, Complaints should be addressed to:

    Complaints Department
    ARE Management
    59 Banner Street
    London EC1Y 8PX
    United Kingdom

    Email:info@areassets.com

    Please include, where possible:

    • Full name and contact details;

    • The property address or project reference;

    • Relationship to the matter, for example landlord, tenant, buyer, seller, client or contractor;

    • A clear summary of the complaint;

    • Relevant dates, names and correspondence;

    • Copies of relevant documents or evidence;

    • The outcome or remedy you are seeking.

    Please note that we do not deal with complaints over the telephone. This is to ensure that we have accurate and verifiable information about your complaint. For assistance in making a complaint, or procedure in an alternative format, please contact us and we will try to assist where reasonable.

    4. Stage 1 – Initial review and acknowledgement

    Upon receipt of a formal complaint, we will:

    • acknowledge receipt within 3 working days;

    • confirm who will be handling the complaint;

    • confirm our understanding of the issues raised;

    • advise if we require any further information required.

    We will open a complaints file and begin an internal review of the relevant documents, correspondence, file notes and records.

    Where appropriate, we may also speak to the team member involved in the matter and any relevant third parties, such as contractors, landlords, tenants, managing agents or professional consultants

    5. Stage 2 – Investigation and written response

    We will investigate the complaint and aim to provide a written response within 15 working days of receiving the formal complaint.

    Our response will usually include:

    • a summary of the complaint;

    • the steps we have taken to investigate;

    • our findings;

    • whether we accept the complaint in full, in part, or do not accept it;

    • any explanation, apology or clarification where appropriate;

    • any proposed remedial action;

    • details of the next stage if you remain dissatisfied.

    If the complaint is complex and we cannot provide a full response within 15 working days, we will write to explain why more time is required and when you can expect a response.

    6. Stage 3 – Review by senior management

    If the client remains dissatisfied with our Stage 2 response, a further review can be requested.

    The request should be made in writing within 10 working days of receiving our Stage 2 response and should explain why the client remains dissatisfied.

    The matter will then be reviewed by a Director or senior person who has not been directly responsible for the original handling of the complaint, where reasonably possible.

    We will aim to provide our final written response within 15 working days of receiving the review request.

    This final response will be our Final Viewpoint Letter.

    7. Final Viewpoint Letter

    Our Final Viewpoint Letter will set out:

    • the complaint issues considered;

    • our final position;

    • any remedy or action we propose, if applicable;

    • confirmation that our internal complaints procedure has been exhausted;

    • details of the client’s right to refer the matter to The Property Ombudsman, where applicable.

    8. Referral to The Property Ombudsman

    If the client remains dissatisfied after receiving our Final Viewpoint Letter, or if more than 8 weeks have passed since you first made your formal complaint and the matter has not been resolved, the client may refer the complaint to The Property Ombudsman.

    The Property Ombudsman is an independent redress scheme. It will normally expect the client to have first raised the complaint with us and allowed us the opportunity to complete our internal complaints procedure.

    The complaint must usually be referred to The Property Ombudsman within 12 months of receiving our Final Viewpoint Letter.

    The Property Ombudsman
    Milford House
    43–55 Milford Street
    Salisbury
    Wiltshire SP1 2BP

    Telephone: 01722 333306
    Email:admin@tpos.co.uk

    The Property Ombudsman may request copies of our file and relevant correspondence. ARE Management Limited will cooperate with any properly made request from The Property Ombudsman and will comply with any binding award or direction within the required timescale.

    The Property Ombudsman may make awards up to its applicable limit, currently £25,000, subject to its scheme rules and jurisdiction.

    9. Professional body referral

    Where a complaint concerns professional conduct or membership obligations, the client may also be entitled to refer the matter to Propertymark, if the client remains dissatisfied following internal dispute resolution attempts.

    Propertymark may consider whether we have complied with their rules, codes of practice or professional standards. Their role is separate from The Property Ombudsman’s consumer redress function.

    Details for submitting complaints to Propertymark can be found at their website here: https://www.propertymark.co.uk/professional-standards/complaints.html

    10. Court proceedings and other remedies

    Independent legal advice may be sought at any time.

    As part of normal pre-action conduct, courts generally expect parties to attempt to resolve disputes before issuing proceedings. This complaints procedure is intended to provide a clear opportunity for the parties to resolve the matter without the need for formal proceedings.

    We also highlight that The Property Ombudsman may be unable to consider a complaint if the same matter has already been determined by a court or other formal tribunal.

    11. Record keeping

    ARE Management Limited will keep appropriate records relating to complaints, including:

    • the complaint received;

    • correspondence with the complainant;

    • internal investigation notes;

    • relevant file documents;

    • our responses;

    • any outcome or agreed remedy.

    We will retain relevant complaint records and key transaction documents for at least six years, or longer where required by law, regulation, insurance, professional standards or the nature of the matter.

    All personal data will be handled in accordance with applicable data protection requirements.

    12. Conduct during the complaint process

    We ask all parties to engage with the complaints process constructively and in good faith.

    Making a complaint does not automatically suspend any contractual, rental, service charge, fee payment or other legal obligation unless this is expressly agreed in writing or required by law.

    We will not treat any person less favourably because they have made a complaint. Our objective is to review the matter fairly, identify whether anything has gone wrong, and take appropriate action where required.

    13. Possible outcomes

    Depending on the circumstances, possible outcomes may include:

    • an explanation or clarification;

    • an apology;

    • correction of an administrative error;

    • further communication or action by ARE;

    • review of internal procedure;

    • goodwill gesture;

    • fee adjustment or compensation where appropriate;

    • confirmation that no further action is required.

    Any financial settlement, refund or compensation offered by ARE Management Limited must be approved by a Director and confirmed in writing.

    14. Review of this procedure

    This Complaints Handling Procedure will be reviewed periodically to ensure that it remains aligned with ARE Management Limited’s professional obligations, applicable redress scheme requirements and current industry practice.

  • 1. Introduction Welcome to ARE Management Limited (referred to as "we," "us," or "our"). We are committed to protecting your privacy and ensuring the security of your personal information. This Privacy Policy explains how we collect, use, disclose, and protect your data when you visit our website or engage with our services.

    2. Information We Collect - Personal Information: We may collect personal information such as your name, contact details, address, and payment information when you use our services or contact us. - Property Information: If you list a property with us, we may collect information about the property, including its location, features, and images. - Website Usage Data: We may gather information about your interactions with our website, including your IP address, device information, browser type, and browsing history.

    3. How We Use Your Information We use your information for the following purposes: - To provide and improve our services. - To communicate with you about property listings, inquiries, and updates. - To process transactions and payments. - To personalize your experience on our website. - To comply with legal obligations.

    4. Sharing Your Information We may share your information with: - Third-party service providers who assist us in delivering our services. - Legal and regulatory authorities when required by law. - Prospective buyers or tenants as necessary to facilitate property transactions.

    5. Your Privacy Choices You have the right to: - Access and correct your personal information. - Request the deletion of your data, subject to legal requirements. - Opt-out of marketing communications.

    6. Security We implement security measures to protect your data from unauthorized access, disclosure, or alteration.

    7. Changes to this Privacy Policy We may update this Privacy Policy periodically, and the revised version will be posted on our website with the effective date.

    8. Contact Us If you have questions or concerns about our Privacy Policy or how we handle your data, please contact us at info@areassets.com

  • Letting / Renewal of Tenancy Agreement

    10% + VAT of gross annual rental

    .

    Sales of the Property

    3% + VAT of Sale Price

    .

    PROPERTY MANAGEMENT SERVICE

    Basic Management Service

    4% + VAT of Gross Rent or a minimum of £120 + VAT per calendar month (pcm) per unit

    .

    Vacant Management

    £120 pcm + VAT per unit for services performed during void periods before or between tenancies

    .

    Advance Cash Deposit

    £1,000 per unit, to be held for covering outgoing payments and repair works, refundable at the end of the tenancy agreement

    .

    OTHER FEES

    (all fees are exclusive of 20% VAT)

    .

    Check-In / Check-Out Arrangements

    Referencing Fee: £50 per tenant / guarantor.

    Consent to Let Fee:  £60 (additional to any freeholder or other parties' fees).

    Completion Handovers:  £250 per unit.

    Check Out Arrangement Fee:Cost of Report + £50.

    Deposit Release & Dispute Management:£200 per hour, minimum £400

    Inventory Report & Check-In Arrangement Fee:Cost of Report + £50.

    .

    Technical Reports / Certificates / License / Insurance Arrangement Fees

    EPC, GSC, Electrical Installation Condition Report, PAT:Cost + £50 Arrangement Fee.

    Applying for any License:Cost + £500 Arrangement Fee.

    Subscribing Insurance Policy:Cost + £150 Arrangement Fee

    Housekeeping/Maintenance/Decoration Fees

    Professional Cleaning:Cost of Cleaning + £50 Arrangement Fee.

    Repairs & Maintenance:Cost + 10% Arrangement/Attendance Fee.

    Cutting of Keys:Cost + 10% Arrangement/Attendance Fee.

    Installation of Smoke and CO Alarm:Cost + 10% Arrangement/Attendance Fee.

    Additional Property Inspection:£100.00.

    Attending/Waiting at Property to Meet a Third Party:£100.00.

    Deposit Transfer:£200.00.

    Management Take Over:£200.00.

    Decorating and Refurbishment Service:Cost + 10% Arrangement/Attendance Fee

    Administrative Work/Insurance/Tax/Accounting Report Fees

    Monthly Statements & Arrangement of Outgoing Payment:Included in fee.

    Annual Income and Expenditure Report:£50 per unit per annum.

    Preparing and Submitting Accounts to HMRC for Overseas Landlords:£300 per annum per unit.

    CHAPS/Faster Payments:£25.00.

    Selective Licensing Schemes:£200.00.

    Handling Insurance Claims:10% on gross cost of works.

    Tenancy Deposit Scheme (TDS) Registration:£50 per tenancy agreement.

    Submitting a Claim to TDS:£150 per claim.

    Surrender Fee:£200.00.

    Attending Formal Proceedings:£200.00 per attendance (TBC).

    Hard Copy Document Fee:£10 per document.

    Letting & Sales of Property

    Preparing and Negotiating Tenancy Agreement:£250.00.

    Amendment to Tenancy Agreement:£250.00.

    Serving Tenancy Termination Notice:£50 per tenancy agreement.

    Management Enquiries:£150 per hour.

    Download our Schedule of Fees