All our policies are updated regularly.
At AHQ Property, we have implemented a Privacy Notice that outlines how we handle your personal information, including its collection, usage, and sharing. We gather this information on a contractual basis, in relation to the services we offer you.
This Privacy Notice provides you with relevant information on who we are, how and why we collect, keep, use and share personal information, your rights in relation to your personal information and how to contact us and the supervisory authorities in the event that you have a complaint.
Under the General Data Protection Regulations we are required to notify you of our policy.
WHO WE ARE
AHQ Property collects, uses, and is responsible for certain personal information. We are regulated under the General Data Protection Regulation which applies across the European Union. This personal information, for the purposes of this law, is maintained by us as “Controller”
In our Privacy Notice, any reference to “we” or “us” means AHQ Property.
HOW WE COLLECT AND RECEIVE INFORMATION
AHQ Property collects information in the following ways:
i) Website Traffic
When you visit we use a third-party service, google analytics to collect basic internet log information. This information does not provide an individual’s identifiable information but solely records the number of people who view our website.
ii) Emails
When we receive or send emails we use Transport Layer Security, (TLS) to encrypt and protect email traffic. In the event that your email service does not support (TLS) any emails received or sent may not be protected.
iii) Contract and Forms
During the course of providing our service, we may collect or receive personal information which will be processed in accordance with GDPR.
iv) Third Parties
We may receive information from third parties in relation to the services we provide. This information will be processed in accordance with GDPR.
v) Cookies
You can read more about how we use cookies on our Cookie Page
WHAT INFORMATION WE COLLECT FROM YOU AND WHY WE USE THIS
The information collected by AHQ Property will depend on your relationship with us and may change from time to time.
Information held in relation to Lessees and Clients will include the following:
i) Contact Details
ii) Images on Documents
iii) Identifying information
iv) CCTV Images if applicable
Information held in relation to suppliers will include the following:
i) Contact Details
ii) Bank Details
iii) Insurances
Information held in relation to rental properties will include the following:
i) Contact Details
ii) Tenancy Agreements
iii) References obtained
iv) CCTV Images
v) Images on Documents
HOW WE USE YOUR PERSONAL INFORMATION AND WHO WE SHARE IT WITH
We use and collect this information for the following purpose:
i) Where we are appointed agent by a client and this information is required for the performance of a contract you have an interest in.
ii) Where a third party or ourselves have a genuine interest, but only where there is no violation of basic rights.
We only collect and keep information where it is appropriate for the works we undertake. Should there be any change to the information that we collect or the purpose we collect it for, we will notify you.
The information we collect may be shared with third parties to allow us to perform the services we provide under our contract. These third parties may include:
Solicitors, Accountants, Debt Recovery Agents, On-site Staff, Suppliers, Insurers, Loss Adjustors, Freeholders, Companies House, Out of Hours Service, IT and Website support, Local Authorities, Law Enforcement and Emergency Services.
The information that we may share includes :
Name, Contact details, including property/correspondence address, telephone numbers and email addresses.
We will not share your personal information with any other third party without your written consent.
HOW YOUR INFORMATION IS PROTECTED AND HOW LONG WE WILL RETAIN THIS
We secure your information in the following ways:
i) Complex Password Security
ii) Encryption
iii) Role- Based Control of Access
iv) Locked and Alarmed Buildings
v) Contracts with Third Party Processors and Controllers
vi) CCTV Code of Practice
We will hold personal information for the period of time that we manage the property and an additional 10 years following this period to ensure that we comply with our own insurance requirements and any requisite legislation.
YOUR RIGHTS
Those persons located in the European Union and certain countries have statutory rights in relation to their personal data. You may have the right to request access to Information, subject to any exemptions provided by law, as well as to seek to update, delete or correct this Information.
At any point while we are in possession of or processing your personal data, you, the data subject, have the following rights:
i) Right of access – you have the right to request a copy of the information that we hold about you.
ii) Right of rectification – you have a right to correct data that we hold about you that is inaccurate or incomplete.
iii) Right to be forgotten – in certain circumstances you can ask for the data we hold about you to be erased from our records.
iv) Right to restriction of processing – where certain conditions apply to have a right to restrict the processing.
v) Right of portability – you have the right to have the data we hold about you transferred to another organisation.
vi) Right to object – you have the right to object to certain types of processing such as direct marketing.
vii) Right to object to automated processing, including profiling – you also have the right to be subject to the legal effects of automated processing or profiling.
viii) Right to judicial review: in the event that MIH refuses your request under rights of access, we will provide you with a reason as to why. You have the right to complain as outlined below.
For further information on your rights and the circumstances in which they are applicable, see the Guidance from the UK Information Commissioners Office on individual rights under the General Data Protection Regulation. If you would like to exercise any of these rights please contact AHQ Property.
HOW TO COMPLAIN
Should you have a complaint, about how your personal information is being processed by either AHQ Property or a third party, you have the right to complain about this directly to the MIH Privacy Controller in the first instance and also the Supervisory Authority.
CHANGES TO THIS PRIVACY POLICY
This privacy notice is under regular review and was last updated on 23rd June 2023.
HOW WE USE COOKIES
Most modern website uses cookies to store information from their users. Cookies are text files containing information about the site visited which are downloaded to your device. These are stored and are fed back to the website on subsequent visits. Cookies allow a website to recognise a user’s device. Unless you have specifically blocked cookies from being collected on your device our website will use cookies. There are two types of cookies the AHQ Property website uses:
1) Session (Transient) cookies: these cookies are erased when you close your browser and do not collect information from your computer. They typically store information in the form of a session identification that does not personally identify the user.
2) Persistent (Permanent/Stored) cookies: these cookies are stored on your hard drive until they expire (i.e. based on a set expiration date) or until you delete them. These cookies are used to collect identifying information about the user, such as Web surfing behaviour or user preferences for a specific site.
1.1 AHQ Property Limited, is the owner of the website ahqproperty.co.uk, which is a platform aimed at assisting both private landlords and tenants during the process of advertising and searching for residential properties. It furthermore facilitates the process of concluding tenancy agreements and assists landlords in managing their property portfolios.
1.2 These terms and conditions govern the relationship between all parties who use the Website.
1.3 Please read these terms and conditions carefully, as they affect your legal rights.
In this these terms and conditions, unless the context indicates otherwise, the words and expressions set out below will have the following meanings assigned to them:
2.1 “Profile Information” means the information you supplied to us doing your registration as a client, which will include details such as your property information, contact details, bank account details and other information we collect which is deemed necessary or a legal requirement.
2.2 “Assured Shorthold Tenancy” will bear the meaning ascribed to it in the Tenant Fees Act,
2.3 “Content” means any text, graphics, images, audio, video, software, data compilations, page layout, underlying code and any other form of information capable of being stored in a computer that appears on or forms part of the Website, including, without limitation, any such content uploaded by Users,
2.4 “Immigration Act” means the Immigration Act, 2014 as amended from time to time,
2.5 “Issued” shall bear the meaning ascribed to it in clause 10,
2.6 “AHQ Property” means AHQ Property Holdings Limited, a company incorporated in England and Wales with company number 14960405 and whose registered address is 71 – 75 Shelton Street, Covent Garden, London WC2H 9JQ.
2.7 “In Writing” means a written correspondence that has been sent by the sender via email or post which the sender must have proof of sending.
2.8 “Right to Rent” will bear the meaning ascribed to in terms of the Immigration Act,
2.9 “Relevant Person” will bear the meaning ascribed to it in the Tenant Fees Act,
2.10 “Rent Budget” shall bear the meaning ascribed to it in clause 10 (The Tenant Check),
2.11 “Services” means the advertising and other services offered by AHQ Property from time to time,
2.12 “Tenancy Agreement” will bear the meaning ascribed to it in the Tenant Fees Act,
2.13 “Tenant Fees Act” means the Tenant Fees Act, 2019 as amended from time to time,
2.14 “Tenant Check” shall bear the meaning ascribed to it in clause 10 (The Tenant Check),
2.15 “Tenant Check Score” shall bear the meaning ascribed to it in clause 10 (The Tenant Check),
2.16 “User” or “Users” means any party that accesses the Website and is not either:
2.16.1 employed by AHQ Property and acting in the course of their employment, or
2.16.2 engaged as a consultant or otherwise providing services to AHQ Property and accessing the Website in connection with the provision of such services, and
2.17 “Website” means ahqproperty.co.uk, including any sub-domains,
3.1 Words and/or expressions defined in any clause in the body of these terms and conditions will bear the meaning assigned to it throughout these terms and conditions.
3.2 The contra proferentem rule will not apply. This means that none of the provisions of these terms and conditions will be construed against or interpreted to the disadvantage of AHQ Property which was responsible for the drafting or preparation of these terms and conditions.
3.3 The eiusdem generis rule will not apply. This means that whenever a provision is followed by the word “including” followed by specific examples, such examples will not be construed to limit the ambit of the provision concerned.
4.1 Your agreement to comply with, and be bound by, these terms and conditions is deemed to occur upon the first time you accessed the Website.
4.2 If you do not agree to continue being bound by these terms and conditions, you should stop accessing the Website immediately.
4.3 These terms and conditions apply between each User and AHQ Property and between Users.
5.1 You may not use this Website if you are not 18 years or older.
5.2 By using this Website, you hereby expressly represent and warrant to AHQ Property that you are 18 years or older.
6.1 All Content included on the Website, unless uploaded by Users, is the property of AHQ Property, its affiliates or other third parties. By using the Website, you acknowledge that such Content is protected by copyright, trademarks, database rights and other intellectual property rights.
6.2 Nothing on the Website may be construed as granting, by implication, estoppel, or otherwise, any license or right to use any trademark, logo or service mark displayed on the Website without the owner’s prior written permission.
6.3 You are not allowed to reproduce, modify, copy, distribute or use for any purpose any Content on the Website without the written permission of AHQ Property.
6.4 You acknowledge that you are responsible for any Content you Upload and/or submit via the Website, including the legality, reliability, appropriateness, originality, and copyright of any such Content. You may not upload to, distribute, or otherwise publish through the Website any Content that:
6.4.1 is confidential, proprietary, false, fraudulent, libellous, defamatory, obscene, threatening, invasive of privacy or publicity rights, infringing on intellectual property rights, abusive, illegal, or otherwise objectionable (as determined in AHQ Property’s sole discretion),
6.4.2 may constitute or encourage a criminal offence, violate the rights of any party, or otherwise give rise to liability or violate any law, and/or
6.4.3 may contain software viruses, political campaigning, chain letters, mass mailings, or any form of “spam”.
6.5 You may not use a false email address or other identifying information, impersonate any person or entity, or otherwise mislead as to the origin of any Content.
6.6 You represent and warrant that:
6.6.1 you own or otherwise control all the rights to the Content you upload or otherwise post on the Website,
6.6.2 the Content is accurate,
6.6.3 the use of the Content you supply does not:
6.6.3.1 violate any provision of these terms and conditions,
6.6.3.2 breach any applicable laws, including, without limitation, any data protection or privacy legislation, and
6.6.3.3 will not cause injury or harm to any person,
6.6.4 any Content uploaded or otherwise posted on the Website will not contravene any law or infringe on any other person’s rights or otherwise be undesirable, and
6.6.5 any information you provide on the Website and/or to AHQ Property is accurate and reliable (this includes all personal information, contact details and information related to property listings).
You may not use the Website for any of the following purposes:
7.1 in any way which causes, or may cause, damage to the Website or interferes with any other person’s use or enjoyment of the Website,
7.2 in any way which is harmful, unlawful, illegal, abusive, harassing, threatening or otherwise objectionable (as determined in AHQ Property’s sole discretion) or in breach of any applicable law, regulation, governmental order, and/or
7.3 making, transmitting or storing electronic copies of Content protected by copyright without the permission of the owner.
8.1 You must ensure that the details provided by you on registration, or at any other time, are correct and complete in all respects.
8.2 It is your obligation to inform AHQ Property immediately of any changes to the information that you provide when registering by updating your personal details to ensure that AHQ Property can communicate with you effectively.
8.3 AHQ Property may suspend or cancel your registration with immediate effect for any purpose (as determined by AHQ Property in its sole discretion), or if you breach any of these terms and conditions.
8.4 You may cancel your registration at any time by informing AHQ Property in writing to its address contained in clause 19 (AHQ Property’s Contact Details). If you do so, you must immediately stop using the Website.
8.5 The cancellation or suspension of your registration does not affect any rights which AHQ Property may have accrued prior to such cancellation being effective.
8.6 When you register on the Website, you represent and warrant that all the information which you provide is true and complete.
Copying the contents of this website is prophibited.
10.1 AHQ Property does several checks such as tenant identity (including the Right to Rent), credit, affordability, and reference checks as part of its standard referencing procedure.
10.2 The Tenant authorise AHQ Property to carry out credit searches and reference checks, to contact employers, banks, referees, guarantors and credit reference agencies as appropriate.
10.3 AHQ Property may use the information obtained with third parties to assess credit ratings, make insurance decisions, for fraud prevention and tracing / debt collection.
10.4 You can request additional checks to these standard checks by requesting them via email at any point up until the other checks are being carried out.
10.5 All these checks are referred to as the “Tenant check” and the level of completeness is indicated by the “Tenant Check Score” which once past a level defined by AHQ Property, results in an “Issued” Tenant Check and a “Rent Budget” for the tenant which indicates a suggested affordable maximum rent amount.
10.6 The Tenant Check is completed based on the information provided to AHQ Property by the tenant. AHQ Property does not warrant or guarantee the accuracy or completeness of the information provided to it nor does it warrant that the information provided is suitable for any particular purpose. Please take note that AHQ Property does not independently verify any of the information provided to but reserves the right to do so in our sole discretion.
10.7 You hereby acknowledge and agree that if you use or rely on the Tenant Check and Tenant Check Score, you do so solely at landlords own risk.
10.8 AHQ Property does not provide advice regardless of the information provided in the course of screening and referencing, including the AHQ Property’s Right to Rent validation. If you are a landlord, you will remain responsible for ensuring tenants meet the requirements to satisfy the Right to Rent.
11.1 AHQ Property cannot and does not, provide any guarantee regarding the integrity of the information supplied on or via the Website or by its Users.
11.2 AHQ Property does not guarantee the accuracy of any information supplied on, or via, the Website.
11.3 You should satisfy yourself of the accuracy of all information and of the integrity of all individuals you are transacting with before entering into any contract or agreement or making payments directly to them.
11.4 Information supplied on the Website, including Content on our blog and social media accounts, does not constitute legal advice and is supplied for information purposes only.
11.5 AHQ Property has no control over, nor does it accept any responsibility or liability for, any problems that arise from properties or tenancy arrangements that are supplied by Users.
12.1 When a tenant makes an offer on a property they will be required to pay a Holding Deposit as determined by AHQ Property from time to time to initiate the process (“the Offer”) unless they have an active direct debit mandate in place.
12.2 The landlord will be notified as soon as this happens and has full discretion whether to reject the Offer, make a counteroffer and/or to request further steps (including but not limited to requiring an Issued Tenant Check). If the tenant adds further tenants or guarantors to the application, this constitutes a declaration that each new party added will co-operate with the application process in the same way as the tenant (where applicable).
12.3 If the landlord rejects the Offer or does not proceed within 4 working days of the Offer being made, the Holding Deposit will be refunded to the tenant less such fees as reasonably incurred by AHQ Property in receiving the Holding Deposit and transferring it back to the tenant.
12.4 If the landlord chooses to proceed with the tenant’s application following the Offer, the tenant’s application then becomes ‘active’. For the avoidance of doubt, if the landlord proceeds with the application following the Offer, this does not in itself constitute an Assured Shorthold Tenancy or other Tenancy Agreement.
12.5 Once the Offer has been made, the landlord has the option to order additional screening and referencing through AHQ Property. Where AHQ Property’s Tenant Check status is Issued and referencing partners provide a recommendation of the applicant’s suitability, this recommendation is for information purposes only and is not binding on the parties involved.
12.6 If an Offer is made and accepted, the terms of the tenancy must be negotiated and documented in writing via email
12.7 By paying the Holding Deposit, the tenant agrees to the following:
12.7.1 if the landlord and the tenant enter into a tenancy agreement relating to the Property, the amount of the Holding Deposit will be put towards the first payment of rent under the tenancy,
12.7.2 the tenant will be taking the property ‘as seen’, except where otherwise agreed in writing with the landlord during negotiation,
12.7.3 the tenant will sign the contract generated by AHQ Property once the parties have reached consensus thereon,
12.7.4 the UK Government’s How to Rent Guide and other relevant documents will be provided by email to the tenant’s registered email address, and
12.7.5 the deadline for agreeing any tenancy agreement will be determined by the requirements of the tenancy in question and the wishes of the landlord and prospective tenant. AHQ Property will not handle the Holding Deposit any longer than is necessary for the tenancy to be satisfactorily agreed between the parties involved. If the landlord decides not to enter into a tenancy agreement relating to the property, then subject to the requirements of any relevant legislation, the Holding Deposit will be returned to the tenant unless one or more of the following applies:
12.7.5.1 the tenant notified the landlord or AHQ Property using the AHQ Property contact email, after the landlord chose to proceed following the Offer, that the tenant had decided not to continue their application to rent the property,
12.7.5.2 the tenant provided materially false or misleading information to the landlord and/or AHQ Property,
12.7.5.3 the landlord had taken all reasonable steps to enter into a tenancy agreement, but the tenant failed to take all reasonable steps to enter into a tenancy agreement, or
12.7.5.4 the landlord is prohibited by section 22 of the Immigration Act 2014 (persons disqualified by immigration status) from granting a tenancy of the housing to the tenant, and the landlord did not know, and could not reasonably have been expected to know, that the prohibition applied before the Holding Deposit was accepted.
12.8 If there is one or more grounds for not returning the Holding Deposit to the tenant as outlined in these terms and conditions and under the relevant legislation, AHQ Property will where appropriate pay the Holding Deposit to the landlord as compensation for the tenant abandoning the application and any associated costs and lost profits incurred less such fees as reasonably incurred by AHQ Property in receiving the Holding Deposit and transferring it back to the landlord.
12.9 Any landlord using the Website agrees that the decision of whether or not to pay the Holding Deposit (or any part of it) to the landlord will be at AHQ Property’s sole discretion and AHQ Property’s decision will be final and binding.
12.10 Unless first agreed by AHQ Property, tenants pay a Holding Deposit for the property to the landlord directly. By making an Offer, tenants are declaring that they have not already paid a Holding Deposit for the property, or if they have paid such a Holding Deposit, that it has been refunded in full, and Landlords are agreeing they will not collect Holding Deposit for the property from a tenant directly without written permission from AHQ Property
13.1 Any acceptance by the landlord of a tenant’s Offer does not create a Tenancy Agreement.
13.2 A Tenancy Agreement will only be concluded once the parties have signed a Tenancy Agreement.
13.3 You are responsible for recognising the parties of interest in all transactions you complete using the service and assessing all associated risks.
14.1 For each Tenancy Agreement concluded via AHQ Property, AHQ Property will collect the deposit and register this with AHQ Property’s partner deposit agency, so that the Deposit can be protected under a government-backed tenancy deposit scheme.
14.2 The deposit will be held under the terms and conditions of the deposit agency in question, and these terms along with relevant account details will be provided to both the landlord and where relevant, the tenants as part of the deposit registration process.
14.3 AHQ Property will process payment of the first month’s rent. Once received in full by AHQ Property, this payment will be held by AHQ Property until the tenant is satisfactorily moved into the premises up to a maximum of 14 calendar days from the beginning of the term of the tenancy agreement, after which it will be paid to the landlord, subject to the following:
14.3.1 AHQ Property’s outstanding fees will be deducted from the first month’s rent that is transferred to the landlord where applicable,
14.3.2 subsequent installments of rent will be paid by the tenant when they become due according to the tenancy agreement, subject to the following:
14.3.2.1 The tenant will make these payments to AHQ Property unless the landlord notifies AHQ Property and the tenant that they wish for rent to be paid to a different bank account in writing using AHQ Property contact email,
14.3.2.2 once received by AHQ Property, rent payments for each month’s rent will be paid to the bank account nominated by the landlord of the property via the landlord registration form,
14.3.2.3 AHQ Property will endeavour to make this payment to the landlord within 5 working day that it is received (except for the first month’s rent at the start of the tenancy, as outlined in clause 13.3 above). However, AHQ Property is unable to guarantee that a payment will be made on or by a particular date in all circumstances,
14.3.2.4 AHQ Property will not charge the tenant for this rent collection service, and
14.3.2.5 if the landlord owes money to AHQ Property (for Services or otherwise), these payments will be deducted from the rent before it is paid to the landlord or they will be taken by direct debit if this has been setup by the landlord.
14.4 It is specifically recorded and agreed between the landlord and AHQ Property that AHQ Property does not guarantee any payments due to the landlord by the tenants and nothing in terms of these terms and conditions will be construed to create such a guarantee.
14.5 If AHQ Property transfers any funds to your account in error for any reason, you agree to repay AHQ Property in full for any sum paid in error, such repayment to be made as soon as practically possible. This includes any overpayment where the sum transferred to you by AHQ Property is more than the amount due.
You hereby acknowledge and agree that any amount payable to you by AHQ Property will be made to the bank account details on your Landlord Registration Form or Updated Landlord Registration Form.
16.1 It is your responsibility to keep your profile information confidential and not share it with anyone.
16.2. AHQ Property is not responsible for any loss you may suffer and you waive (give up) any claim you may have against AHQ Property if you have compromised your profile information to any unauthorised third party which results in any liabilities, damages or losses (whether direct, indirect, consequential, special or otherwise) incurred or suffered by you or any third party in connection with its use.
17.1 AHQ Property is the controller of the personal data of Users which is in our possession. In providing our services, AHQ Property may from time to time transfer the personal data of Users to you. Where we do so, you acknowledge that you will become the controller of the personal data of Users made available to you by AHQ Property; and you hereby agree to observe and perform your compliance obligations as set out in relevant data protection laws. In particular, you shall ensure that you process the personal data of Users where you have a lawful basis to do so; and that you accept your compliance obligations in full.
17.2 Full details of our use and treatment of Personal Data are laid out in our Privacy Policy.
18.1 To the maximum extent permitted by law, AHQ Property (including its affiliates, officers, directors, agents, subcontractors and employees) will not be liable to you in contract, tort (including gross negligence) or otherwise for any liabilities, damages or losses (whether direct, indirect, consequential, general, special or otherwise) incurred or suffered by you or any third party arising out of or in connection with the Website and/or any Services including damages, but not limited to, resulting from:
18.1.1 your use of the Website or inability to use the Website, including errors, interruptions or delays,
18.1.2 any Services performed by AHQ Property or AHQ Property’s failure to perform any Services,
18.1.3 any transaction concluded via the Website, including but not limited to, any Tenancy Agreement,
18.1.4 any unauthorised use of any Content you have uploaded on the Website,
18.1.5 any unauthorised access to your documents, personal details, banking details or other information which you have uploaded on the Website, including without limitation,
18.1.6 relying on any information contained in a Tenant Check or relying on a Tenant Check Score,
18.1.7 any other matter relating to the Website or any Service.
18.2 You agree to indemnify and hold AHQ Property (including its affiliates, officers, directors, agents, subcontractors and employees) harmless from any and all claims, demands, losses, liabilities, and expenses (including attorneys’ fees), arising out of or in connection with:
18.2.1 your use of the Website,
18.2.2 your use of the Services,
18.2.3 your breach or violation of any of these terms and conditions,
18.2.4 any Content uploaded on the Website, but not limited to, any Content used in any advert,
18.2.5 AHQ Property’s use of your Content, or
18.2.6 your violation of the rights of any third party.
19.1 You can contact AHQ Property by email on info@ahqproperty.co.uk.
19.2 AHQ Property’s registered address is 71 – 75 Shelton Street, Covent Garden, London WC2H 9JQ.
20.1 In normal circumstances, AHQ Property will endeavour to respond to customer support requests by e-mail within 2 working days. This timeframe applies to the communication sent to AHQ Property’s customer support team and does not apply where you are communicating with other parties such as our subcontractors, landlords, tenants or other Users.
20.2 In some circumstances it may not be possible to respond within 2 working day, in which case we will respond at the earliest practicable opportunity.
20.3 Telephone calls made to AHQ Property may be recorded for training and monitoring purposes.
20.4 Where a User has been unable to resolve any difficulties directly with the customer support team and wishes to make a complaint, they can initiate our complaints procedure by emailing AHQ Property and specifying that they wish to make a complaint, whereupon the handling of the case by the support team will be reviewed by a senior member of staff.
20.5 AHQ Property will normally investigate any complaint fully and respond within 15 working days, but we reserve the right to make reasonable extensions to this timeframe where required in order to investigate the complaint fully. If we are unable to resolve your complaint satisfactorily, we will provide details of any tribunal or redress scheme to which you can refer your complaint to.
21.1 AHQ Property chooses the physical address and e-mail address specified in clause 19 above as its nominated address at which all notices, legal processes and other communications must be delivered for the purposes of this these terms and conditions and any Services.
21.2 You hereby acknowledge and agree to use AHQ Property registered address or contact e-mail as the addresses to which all notices, legal processes and other communications must be delivered for the purposes of this these terms and conditions and any Services.
21.3 Any notice or communication given in terms of this these terms and conditions will be valid and effective only if in writing.
21.4 You hereby acknowledge and agree that a written notice or communication actually received by you will be an adequate written notice or communication to you notwithstanding that it was not sent to or delivered at such your nominated address.
22.1 AHQ Property is currently a Member of Property Redress Scheme (PRS)
22.2 A copy of the relevant certificate of which AHQ Property is a member of can be provided electronically to Users on request.
22.3 AHQ Property holds Professional Indemnity Insurance and Client Money Protection through accredited providers under the relevant schemes and legislation for letting agents. Further details are available on request.
22.4 AHQ Property’s Client Money Protection insurance is currently provided by Money Shield.
22.5 AHQ Property reserves the right to change any of its memberships and insurance providers in its sole discretion.
23.1 AHQ Property may amend these terms and conditions at any time in its sole discretion. Any such amendment, however will not affect the rights and obligations of the parties prior to such amendment.
23.2 These terms and conditions contain the entire agreement between AHQ Property and any User as to the subject matter and no party will have any claim or right of action arising from any undertaking, representation or warranty not included in these terms and conditions.
23.3 No failure by AHQ Property to enforce any provision of these terms and conditions will constitute a waiver of such provision or affect AHQ Property’s right to require performance of any such provision at any time in the future, nor will the waiver of any subsequent breach nullify the effectiveness of the provision itself.
23.4 No agreement to vary, add to or cancel these terms and conditions will be of any force or effect unless reduced to writing and agreed to by AHQ Property.
23.5 Each clause and sub-clause of these terms and conditions is severable, the one from the other, and if any clause or sub-clause is found to be defective or unenforceable for any reason by any competent court, then the remaining clauses and sub-clauses will continue to be of full force and effect.
23.6 Each User warrants that it is acting as a principal and not as an agent for an undisclosed principal.
24.1 You agree to pay a cancellation fee of £600 if you decide to cancel a let before a tenant moves in.
24.2 You agree to pay a contract termination fee if you want to end a fixed-term management contract early. You will be liable to pay 30% of the expected fee for each month remaining.
HOW WE USE COOKIES
Most modern website uses cookies to store information from their users. Cookies are text files containing information about the site visited which are downloaded to your device. These are stored and are fed back to the website on subsequent visits. Cookies allow a website to recognise a user’s device. Unless you have specifically blocked cookies from being collected on your device our website will use cookies. There are two types of cookies the AHQ Property website uses:
1) Session (Transient) cookies: these cookies are erased when you close your browser and do not collect information from your computer. They typically store information in the form of a session identification that does not personally identify the user.
2) Persistent (Permanent/Stored) cookies: these cookies are stored on your hard drive until they expire (i.e. based on a set expiration date) or until you delete them. These cookies are used to collect identifying information about the user, such as Web surfing behaviour or user preferences for a specific site.
We are committed to providing a professional service to all our clients and customers. When something goes wrong, we need you to tell us about it. This will help us to improve our standards.
If you have a complaint, please put it in writing, including as much detail as possible. We will then respond in line with the timeframes set out below (if you feel we have not sought to address your complaints within eight weeks, you may be able to refer your complaint to the Property Redress Scheme to consider without our final viewpoint on the matter).
What will happen next?
We will send you a letter acknowledging receipt of your complaint within three working days of receiving it, enclosing a copy of this procedure.
We will then investigate your complaint. This will normally be dealt with by the office manager who will review your file and speak to the member of staff who dealt with you. A formal written outcome of our investigation will be sent to you within 15 working days of sending the acknowledgment letter.
If, at this stage, you are still not satisfied, you should contact us again and we will arrange for a separate review to take place by a senior member of staff.
We will write to you within 15 working days of receiving your request for a review, confirming our final viewpoint on the matter.
If you are still not satisfied after the last stage of the in-house complaint procedure (or more than 8 weeks has elapsed since the complaint was first made) you can request an independent review from The Property Redress Scheme without charge.
The Property Redress Scheme
1st Floor, Premiere House,
Elstree Way, Borehamwood
WD6 1JH
Please note the following: You will need to submit your complaint to The Property Redress Scheme within 12 months of receiving our final viewpoint letter, including any evidence to support your case.
The Property Redress Scheme requires that all complaints are addressed through this in-house complaint procedure, before being submitted for an independent review.
Oh no, we've run into a problem!
Let's work it out...and by 'work it out,' I mean we'll put a big smile back on your face.
Our primary objective in our roles is to provide unparalleled customer service to all individuals we serve, including tenants, landlords and investor clients.
We recognise that managing people's homes or investment properties involves interacting with customers who have a deep emotional attachment, which can occasionally lead to distress and challenging interactions. However, we are well-prepared and equipped with the necessary tools to navigate such conversations and deliver effective resolutions to address these issues.
While rare, there may be occasions when we encounter individuals who exhibit unreasonable behaviour. As a company, we have a responsibility to prioritise the safety and well-being of our staff in accordance with our health and safety obligations. It is important to note that we do not expect our staff to tolerate or endure unreasonable behaviour.
WHAT IS UNREASONABLE BEHAVIOUR?
Unreasonable behaviour is any behaviour that is deemed unacceptable, the various forms of which are detailed below. We do not view behaviour as unreasonable just because a person is forceful or determined. However, we do consider behaviour that results in unreasonable demands of our staff, or unreasonably distresses our staff, to be unacceptable.
Wherever possible, we will give the person the opportunity to change their behaviour or action before a decision is taken. In the event that action needs to be taken to deal with unreasonable behaviour, we will make a detailed note of events, including the unreasonable behaviour and any action taken to mitigate it. This will be recorded in a central register and will be done as soon as possible after the event. We may choose to record phone calls to company phones. When this is the case, we will give clear notice and subsequent reminders.
FORMS OF UNREASONABLE BEHAVIOUR
We deem the following behaviour to be unacceptable when liaising with our staff:
These are examples and not a definitive list of unacceptable behaviours. There are other behaviours not included in the above which may constitute unacceptable behaviour.
DEALING WITH UNREASONABLE BEHAVIOUR
We may choose to deal with unreasonable behaviour by any of the following means:
Through the above measures, we have taken steps to recognise and safeguard our staff from unreasonable behaviour.
Chieze Ihecherenoma
Operations Director
AHQ Property
28.06.2024
Copyright ©2024 AHQ Property Holdings Limited. All Rights Reserved
Company registered in England and Wales. Registerd No: 14960405
Registered Office: 71 - 75 Shelton Street, London WC2H 9JQ
