Code of Good Practice

for Landlords, Agents and Advertisers

What is the Code of Good Practice for Landlords, Agents

and Advertisers (‘the Code’)?

This Code sets out what the University of London (“We”) expects of Landlords, Agents and Advertisers who make use of the housing

database to advertise accommodation to students and staff at our subscribing Colleges and Universities. The Code must be read in conjunction with our terms and conditions of website use and acceptable use policy.

What we expect from you

1. General

 1.1. To comply at all times with any and all applicable laws in respect of advertising, letting and managing residential accommodation.

 1.2. To be courteous and respectful to staff at the ULHS.

 1.3 To only seek to advertise or let out accommodation where you have a right or the authority to do so.

 1.4. To promptly provide, when requested, any and all documentation to satisfy us that you have complied with clauses 1.1 and 1.2.

 1.5. Where you have registered with us on the basis of your membership of or participation in a recognised accreditation scheme, redress scheme or other professional body, that you inform us as soon as reasonably practicable of any change in your membership or participation in that scheme.

 1.6. To ensure that accommodation is advertised in a way that is clear, accurate and discloses any and all significant information which would have an impact on a prospective tenant’s decision to rent the accommodation.

Dealing with prospective, current and former residents of your accommodation

2. Prospective, current and former residents will be given:

 2.1. a courteous and respectful service that is free from discrimination on the grounds of protected characteristics;

 2.2. a written contract for accommodation;

 2.3. a reasonable period of time of not less than one working day to review the terms of an accommodation contract before being asked to agree to its terms;

 2.4. clear and accurate written information summarising any and all rents, charges and other fees that are payable in respect of the accommodation;

 2.5. receipts for any and all payments made in respect of the accommodation;

 2.6. the option to pay rent, deposits or other charges by a method other than cash;

 2.7. contact details for you, or the person managing the accommodation on your behalf, including a telephone number, email address and postal address;

 2.8. clear and accurate written information about any holding deposit or commitment fee payable in respect of accommodation, including details about the circumstances under which that holding deposit or commitment fee will and will not be repayable;

 2.9. comprehensive information about the property at the start of the accommodation contract, including but not limited to information about refuse disposal procedures, location of utility meters, boiler and stopcock;

 2.10. an opportunity to inspect, comment on and amend any check-in or check-out inventory, including providing additional evidence and photographs;

 2.11. a reasonably prompt response to reports of defects, disrepair or other problems within the accommodation;

 2.12. adequate notice of any and all viewings, inspections and other visits to the accommodation by you, your agents or contractors;

 2.13. full and complete information about any alleged breach of the terms of their occupation of the accommodation;

 2.14. a clear and comprehensive breakdown of any proposed deposit deductions, along with supporting receipts, invoices and other evidence, within a reasonable period of the end of the accommodation period.

What you can expect from us

3. We aim to process requests for registration within two working days of receipt, and will endeavour to contact you if your registration

cannot be completed within that time.

4. We aim to respond to emails and enquiries within two working days.

5. We may contact you if:

 5.1. we receive a complaint from a prospective, current or former resident, or other user of our housing database;

 5.2. we wish to raise questions or concerns about the accommodation you are advertising or your accommodation advert;

 5.3. we wish to provide you with information regarding our website, housing database or events.

How we deal with complaints against you

6. In the event of a complaint being raised by a prospective, current or former resident, or other user of our housing database, we may:

 6.1. provide you with details of the complaint;

 6.2. engage in correspondence with you regarding the complaint;

 6.3. invite you to meet with us to discuss the complaint or

 6.4. take action in response to the complaint.

7. After having given you the opportunity to consider the complaint, we may:

 7.1. take no further action;

 7.2. impose conditions on your future registration with us and use of our website and housing database, or

 7.3. suspend or remove your access to our website and housing database.

8. We reserve the right to suspend or remove your access to our website and housing database without notice, although we expect

this to only be necessary in the event of complaints of a serious nature.

How we deal with complaints against you

9. Please refer to our complaints procedure for further information.