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''And into the forest I go, to lose my mind and find my soul''

– John Muir

CMP MemberShip Certificate 2020-2021.pdf

Tenant Information

Permitted payments and tenant protection information




As of June 1st 2019 please see below our Summary of Permitted payments


  • For properties in England, the Tenant Fees Act 2019 means that in addition to rent, lettings agents can only charge tenants (or anyone acting on the tenant's behalf) the following permitted payments:

  • Holding deposits (a maximum of 1 week's rent);

  • Deposits (a maximum deposit of 5 weeks' rent for annual rent below £50,000, or 6 weeks' rent for annual rental of £50,000 and above);

  • Payments to change a tenancy agreement eg. change of sharer (capped at £50 or, if higher, any reasonable costs);

  • Payments associated with early termination of a tenancy (capped at the landlord's loss or the agent's reasonably incurred costs);

  • Utilities, communication services (eg. telephone, broadband), TV licence and council tax;

  • Interest payments for the late payment of rent (up to 3% above Bank of England's annual percentage rate);

  • Reasonable costs for replacement of lost keys or other security devices;

  • Contractual damages in the event of the tenant's default of a tenancy agreement; and

  • Any other permitted payments under the Tenant Fees Act 2019.








Redress Scheme -Property Ombudsman - Membership Number D7542


Client Money protection - CMP ( Client Money Protect) - Membership Number







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 Ombudsman to consider without our final viewpoint on the matter).

What will happen next?

  • We will send you a letter acknowledging receipt of you 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 acknowledgement 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 remain dissatisfied, you can then contact The Property Ombudsman to request an independent review:

The Property Ombudsman Ltd

Milford House

43-45 Milford Street




01722 333 306


Please note the following:

You will need to submit your complaint to The Property Ombudsman within 12 months of receiving our final viewpoint letter, including any evidence to support your case.

The Property Ombudsman requires that all complaints are addressed through this in-house complaints procedure, before being submitted for an independent review.

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We are the leading lettings and property management company based in the stunning New Forest, providing a professional and dedicated range of services for landlords and tenants in the forest and surrounding areas.



We are all about you - we're about finding great people for great properties; believing that if we go that extra mile to give a hands on and personal approach, we will find decent people, who make decent tenants. This, in turn, makes happy landlords and, consequently, reliable payments, less tenant issues and happy clients all round; "less about property, more about people"


  • We only handle property lettings, leaving us able to really focus on you and your property

  • Anyone can let your property, not everyone can look after it

  • Put simply, it is about people; we spend the time in creating relationships to ensure your property is well looked after

  • We are independent so we can offer a bespoke package tailored to your needs, in an area that we know well

We know the choice of letting agent is a big decision and it is our intention to look after your property with the care and attention we would wish for our own properties.

We have years of experience, expertise and professionalism with local knowledge to give our landlords and tenants, enabling us to give the best advice for letting and managing property. We provide a comprehensive range of services for landlords with very competitive commission rates. These include simply finding the right tenant, to rent collection and a full property management service.


For a prospective tenant - whatever type of property you are looking to rent - we can guide you through the process. We will make sure the property you are renting is well maintained and that we are available on a 24/7 basis either to view a property or, once you are a tenant, if any problems arise. 


We offer a no obligation market appraisal so contact us today to see how we can help you - Please call us anytime, seven days a week, on 02380 282829

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