LEGAL & COMPLIANCE
Everything, on the record.
Our fees, our protections, and how we handle your data. Published in full, not available on request.
Fees and charges
A headline percentage is rarely what a landlord actually ends up paying. Ours is published in full, alongside every other fee we could charge you, including the ones you would hope never to need.
Every fee we charge is in our landlord fee list: the management fee for each level of service, and every other charge that can apply. The fees in it are the most we will ever charge, and your Terms of Business confirm what applies to your property.
Client Money Protection
Relio Limited is a member of the Propertymark Client Money Protection Scheme, membership number C0142559, valid to 31 August 2027. A copy of our certificate is available free of charge on request.
Client Money Protection is a government-approved scheme that reimburses landlords and tenants if an agent misappropriates their money or becomes insolvent. It is separate from tenancy deposit protection, which covers deposits only.
If our membership is revoked, or we move to a different scheme, we will notify our clients in writing within 14 days.
How your money is held day to day is set out under How we handle client money.
How we handle client money
Rent and pre-tenancy monies are held in a ring-fenced client account with National Westminster Bank Plc, owned and operated by The Letting Partnership Limited, our named client accounting service provider. Only TLP can make payments from it, and client money never passes through a Relio account.
Rent is collected through Goodlord and paid into that account. It is reconciled every working day, with a full reconciliation at least every two months signed off by a director. We do not accept cash.
Deposits are not held by us. A traditional deposit is protected in the TDS Custodial scheme; a tenant may instead choose a deposit replacement product, but is never required to.
Client account interest
Any interest earned on client money is retained by Relio Limited or by our client accounting service provider. Under Propertymark rules an agent may only do this where there is a written arrangement with the client — ours is in the Terms of Business, agreed at the point of instruction.
Balances are modest and short-dated, largely rent in transit, and apportioning interest across individual balances would cost more than the sums involved.
The same terms apply to every client without exception.
The Property Ombudsman
Relio Limited is a full member of The Property Ombudsman, the government-approved redress scheme for property businesses. Membership number T14730, branch T14730-0, valid to 31 July 2027.
As a full member we are bound by TPO's Code of Practice for Residential Letting Agents, which sets standards above the minimum required by law.
The Property Ombudsman
Unit 159756, PO Box 7169, Poole BH15 9EL
01722 333 306 · www.tpos.co.uk
How to raise a complaint, and when you can refer it to the Ombudsman, is set out under Complaints.
Complaints
Service complaints
If something goes wrong, tell us at office@relioproperty.co.uk, by phone, or by post to our registered office. We record every complaint, verbal or written, and will confirm a verbal complaint back to you in writing.
Stage one. We acknowledge your complaint in writing within 3 working days and send a full written response within 15 working days of receiving it. The investigation is carried out by someone not directly involved in the matter complained about. If we ever need longer, we will tell you why and keep you updated.
Stage two. If our response doesn't resolve it, tell us and we will carry out a separate review within a further 15 working days, by someone who was not involved in stage one. That reply is our final viewpoint.
The Property Ombudsman. If you remain dissatisfied after our final viewpoint, you can refer the complaint to TPO within 12 months of its date. You can also go to TPO if 8 weeks have passed since you first complained to us in writing and the matter is still unresolved.
01722 333 306 · www.tpos.co.uk
Referral fees and commissions
Awaiting the current arrangements table from Relio. Copy below is final.
Relio may receive a commission or referral fee from third parties we introduce you to. Where that happens we tell you in writing, in advance and before you decide anything — who the provider is, what we receive, and that you are free to make your own arrangements instead.
No client or tenant should ever be surprised to learn that we were paid for a referral.
Current arrangements
Provider · nature of arrangement · amount or basis — table to follow
Relio Limited is not VAT registered, so no VAT is added to the amounts shown.
Conflicts of interest
Our largest client is a company connected to our directors. Our policy explains how we manage that, and every other conflict we expect to encounter.
Privacy notice
Relio Limited is the data controller for the personal data we hold. Our ICO registration number is ZC191363.
Calls to and from our landline are recorded. We may also record some meetings, and we tell you before we do.
Cookies
Our site uses essential cookies to function. Analytics cookies are blocked until you opt in — nothing non-essential is set before you choose.
Our booking calendar and WhatsApp button do not load until you click to use them. When you do, that provider sets the cookies it needs.
You can change or withdraw your consent at any time using Cookie preferences at the bottom of any page.
Cookie declaration — name, provider, purpose and duration for each cookie set. Generated from the finished build and linked here.