Code of Practice

Location: Isle of Wight, England
All staff, associates, and representatives
Aligned with: TPO Code of Practice, Tenant Fees Act 2019, ARLA Propertymark standards & the Isle of Wight Council requirements.

1. Introduction & Purpose

Merriebank is an independent local letting agency serving landlords, tenants, and homeowners across the Isle of Wight.  This Code sets out our total commitment to integrity, clarity, and local care, always working within UK and Isle of Wight regulations and approved industry standards.

2. Core Principles

• Local knowledge, professional standards: We understand island specific needs, travel times, and property types while maintaining national best practice.

• Honesty and fairness: Act in clients’ best interests; avoid or clearly declare conflicts of interest.

• Transparency: No hidden charges — all fees and obligations are explained in plain English before agreements are signed.

• Equality and respect: No unlawful discrimination; extra care for vulnerable customers and island residents with limited transport or connectivity.

• Compliance first: Meet or exceed safety, licensing, deposit protection, and data protection rules.

3. Working with Landlords

• Only act on written authority; confirm all safety certificates (gas, electrical, EPC, smoke/CO alarms) prior to a tenancy commencement.

• Provide realistic rental valuations based on current Isle of Wight market data.

• Keep you updated on enquiries, viewings, maintenance, and rent payments.

• Hold all client funds in separate protected accounts; maintain Client Money Protection (CMP) and Professional Indemnity insurance.

• Recommend local, qualified contractors familiar with island properties and requirements.

4. Working with Tenants

• Publish all permitted charges clearly and comply fully with the Tenant Fees Act 2019.

• Give accurate descriptions and clear information about bills, parking, travel, and local amenities.

• Protect deposits in a government‑approved scheme within 30 days and provide paperwork along with the Prescribed Information.

• Give at least 24 hours’ written notice before entering the property, except in genuine emergencies.

• Respond to maintenance reports quickly, respecting island service‑time realities.

5. Client Money & Record‑Keeping

• Never mix agency and client funds.

• Holding deposits capped at one week’s rent maximum.

• Full records kept for minimum 5 years

• Compliant with GDPR (ICO) membership, Client Money Protect (CMP) membership and anti‑money‑laundering (AML) rules.

• Property Redress scheme (PRS) membership and insurance details clearly displayed in office and online.

6. Complaints & Redress

• Acknowledge complaints within 3 working days.

• Provide a full response within 8 weeks.

• If unresolved, we refer to Property Redress scheme (PRS), our approved independent redress provider.

• Complaints handling is free of charge

7. Local Commitment

• Maintain up to date knowledge of local planning, licensing, and environmental rules.

• Factor in island wide travel and service constraints when setting expectations for repairs or inspections.

• Support Isle of Wight businesses and communities wherever possible.