​Houseshare Heroes Terms Of Business May 2026

 

1. APPOINTMENT

1.1

You appoint us as your letting and/or managing agent in relation to the Property on the terms set out in this Agreement.

1.2

These Terms apply to:

• the marketing of the Property or any room(s);

• the sourcing and introduction of tenants;

• tenancy set-up and move-in administration;

• rent collection;

• management of the Property;

• any additional services instructed by you.

1.3

Where there is more than one legal owner of the Property, all owners shall be jointly and severally liable under this Agreement.

1.4

By signing this Agreement, you confirm that you:

• have the legal right to let the Property;

• have authority to instruct us;

• have provided accurate and complete information about the Property.

 

2. OUR FEES

2.1 Management Fee

Our management fee is:

14.4% inclusive of VAT (12% + VAT) of all gross rent collected (HMO's)
12% inclusive of VAT (10% + VAT) of all gross rent collected (Single Lets)

This fee applies to all rent collected from the Property and/or room(s), including any continuation, renewal, statutory periodic tenancy or replacement tenancy where we continue to act.

 

2.2 Tenant Find Fee

Silver Package

50% of the first month’s rent (inclusive of VAT)

The Tenant Find Fee becomes payable where a tenant introduced by us:

• signs a tenancy agreement; and/or

• takes occupation of the Property or room; and/or

• pays rent, holding deposit or tenancy monies in connection with the tenancy.

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The Tenant Find Fee covers:

• advertising and promotion;

• applicant enquiry handling;

• arranging and carrying out viewings;

• applicant follow-up and negotiation;

• tenancy progression;

• referencing and pre-tenancy checks;

• Right to Rent checks;

• coordination through to tenancy set-up.

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Platinum Package

75% of the first month’s rent (inclusive of VAT)

The Tenant Find Fee becomes payable where a tenant introduced by us:

• signs a tenancy agreement; and/or

• takes occupation of the Property or room; and/or

• pays rent, holding deposit or tenancy monies in connection with the tenancy.

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The Tenant Find Fee covers:

• advertising and promotion;

• dressing packs supplied before viewings;

• applicant enquiry handling;

• arranging and carrying out viewings;

• applicant follow-up and negotiation;

• tenancy progression;

• referencing and pre-tenancy checks;

• Right to Rent checks;

• coordination through to tenancy set-up.

 

2.3 Platinum Replacement Offer

Where the Platinum Package is selected and a tenant introduced by us vacates within the first 6 months of the tenancy, we will remarket and source a replacement tenant without charging a further Tenant Find Fee.

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This offer only applies where:

• your account is fully up to date;

• the Property / room remains safe, compliant, clean, lettable and in marketable condition;

• the rent is marketed at a realistic market level advised by us;

• you have complied with all legal obligations and documentation requirements;

• the original tenancy did not end as a result of landlord breach, property condition, unresolved maintenance, harassment, unlawful entry, or any act or omission by you or any third party acting on your behalf.

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This offer does not include third-party costs or other chargeable services, including but not limited to:

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• inventories;

• deposit compliance;

• check-in / check-out charges;

• cleaning;

• maintenance;

• photography;

• enhanced remarketing;

• contractor attendance.

 

2.4 Inventory, Check-In & Deposit Compliance Setup Fee

£90 + VAT per tenancy

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This covers:

• preparation and issue of inventory / check-in documentation;

• move-in coordination;

• issue of initial tenancy documents;

• deposit registration with an approved scheme (where applicable);

• service of prescribed information;

• tenancy compliance administration.

 

2.5 Check-Out & Deposit Resolution Fee

£60 inclusive of VAT per tenancy

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This covers:

• check-out inspection;

• comparison against the inventory;

• assessment of damage and discrepancies;

• advice regarding deposit deductions;

• deposit release administration;

• submission of evidence in the event of a deposit dispute.

 

2.6 Additional Chargeable Services

The following services are chargeable in addition to the Management Fee unless otherwise agreed in writing:

• Tenant Arrears & Welfare Visit: £36.00 inclusive of VAT per visit

• Section 13 Rent Increase Notice: £72.00 inclusive of VAT

• Section 8 Notice Service: £120.00 inclusive of VAT

• Accompanied Access / Meeting Contractors / Council / Specialists: £28.80 inclusive of VAT for the first hour and £28.80 per hour thereafter

• Photography: £21.60 inclusive of VAT per room

• Any other non-routine or project-based work reasonably carried out outside the normal scope of management

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We may introduce or amend charges for additional services not included within the agreed management package, provided reasonable written notice is given and such charges relate to new, additional or materially increased work arising from changes in law, regulation, operational requirements or landlord instruction

 

3. SERVICES INCLUDED WITHIN FULL MANAGEMENT

Subject to these Terms, our Full Management Service includes the following:

 

3.1 Monthly Management Inspections

We will arrange a monthly inspection of the communal areas of the Property.

Where applicable to HMO management:

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• bedrooms may be inspected on a rotating or periodic basis, typically quarterly where access is available;

• monthly fire alarm testing may be carried out where included within our operational procedures;

• an inspection report may be provided by email.

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These inspections are management visits only and do not constitute:

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• a structural survey;

• fire risk assessment;

• EICR;

• gas inspection;

• licensing inspection;

• specialist compliance report.

 

3.2 Tenant Management

We will manage day-to-day tenant contact and routine tenancy matters, including:

• general tenant communication;

• routine issue handling;

• move-in coordination;

• issue of tenancy documentation;

• day-to-day tenancy administration.

 

3.3 Rent Collection

Where instructed, we will:

• collect rent from tenants;

• deduct our fees and any authorised costs;

• remit the balance to you;

• provide a landlord statement.

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Rent will normally be remitted within 5 working days of cleared funds being received, subject to any deductions, banking delays, outstanding invoices, reserve balances, compliance issues or payment investigations.

 

3.4 Credit Control

We will take reasonable initial steps to pursue rent arrears, which may include:

• email;

• telephone contact;

• reminders;

• arrears notices;

• communication with occupiers.

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Unless otherwise agreed, our standard management service includes routine arrears chasing only and does not include:

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• court action;

• solicitor correspondence;

• formal debt recovery proceedings.

 

3.5 Maintenance Coordination

We will notify you of maintenance issues reported to us and, where instructed, coordinate repair works using contractors.

This includes:

• logging maintenance reports;

• obtaining quotations where appropriate;

• liaising with tenants and contractors;

• arranging access.

 

3.6 Safety Testing & Certification Coordination

We may arrange the following through suitably qualified third-party contractors at additional cost:

• Gas Safety Certificates;

• Electrical Installation Condition Reports;

• PAT testing;

• EPCs;

• other compliance certificates or inspections.

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We do not provide these services ourselves unless expressly stated.

 

3.7 Marketing

Where instructed, we may market the Property or room(s) using:

• online portals;

• our applicant database;

• social media;

• local or employer connections;

• signage where appropriate.

 

3.8 Referencing & Right to Rent

Where instructed as part of a let, we will carry out reasonable pre-tenancy checks, which may include:

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• affordability checks;

• employment checks;

• previous landlord references;

• Right to Rent checks.

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These checks are carried out based on information and documents provided by the applicant and third parties, and we do not guarantee tenant performance, payment or conduct.

 

3.9 Tenancy Documentation

Where instructed, we are authorised to:

• prepare and issue standard tenancy documentation;

• arrange execution via electronic signature software;

• issue prescribed tenancy-related documents;

• coordinate move-in documentation.

 

4. SERVICES NOT INCLUDED UNLESS SPECIFICALLY AGREED

Unless expressly stated in writing, the following are not included within our standard management service:

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• court proceedings;

• legal advice;

• solicitor correspondence;

• possession claims or enforcement;

• tribunal representation;

• licensing applications;

• planning applications;

• building regulation applications;

• insurance claims handling;

• major works project management;

• refurbishment oversight;

• dispute resolution beyond routine management;

• utility disputes;

• council tax disputes;

• neighbour disputes;

• anti-social behaviour case management beyond reasonable initial action;

• attendance at formal hearings, inspections or interviews;

• specialist HMO compliance consultancy;

• grant or funding applications.

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Where we agree to assist with any of the above, we reserve the right to charge additional fees.

 

5. MAINTENANCE AUTHORITY & EMERGENCY WORKS

5.1 Routine Maintenance

Routine maintenance works will only be instructed:

• with your prior approval; or

• within any delegated spend authority agreed between us.

 

5.2 Delegated Spend

You may authorise us to proceed with routine repairs up to an agreed delegated spend limit without first obtaining approval each time.

We reserve the right to retain a float or reserve balance on your account equal to the delegated spend amount or such other reasonable reserve as may be required.

 

5.3 Urgent or Emergency Works

We are authorised to instruct urgent works without prior approval where reasonably necessary to:

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• protect life;

• protect tenant safety;

• prevent significant property damage;

• secure the Property;

• address statutory hazards or serious compliance risks;

• comply with emergency obligations.

​

Where reasonably possible, we will attempt to contact you first.

 

5.4 Unresponsive Landlord

If works are reasonably required and:

• you cannot be contacted; or

• you fail to provide instructions within a reasonable timeframe,

​

we reserve the right to proceed where reasonably necessary to protect the Property, occupiers, compliance position or our management obligations.

Any costs properly incurred shall remain payable by you.

 

6. LANDLORD OBLIGATIONS

You remain legally responsible for the Property and for complying with all landlord obligations, whether or not we are instructed to manage the Property.

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You agree as follows:

 

6.1 Mortgage / Freeholder / Superior Landlord Consent

You will obtain and maintain any necessary:

• mortgage lender consent;

• freeholder consent;

• head lease consent;

• superior landlord consent.

​

You will provide copies upon request.

 

6.2 Licensing / Planning / HMO Compliance

You are responsible for ensuring that the Property has:

​

• any required HMO licence;

• selective or additional licensing compliance;

• any required planning consent;

• any Article 4 compliance;

• any required building regulation approval.

​

You are responsible for all application fees, supporting documents and compliance works unless otherwise agreed in writing.

We may assist with aspects of this process, but legal responsibility remains yours.

 

6.3 Gas Safety

You must ensure compliance with all gas safety legislation, including annual inspection and certification by a Gas Safe registered engineer.

 

6.4 Electrical Safety

You must ensure that the electrical installation and all supplied electrical equipment are safe and legally compliant.

 

6.5 Fire Safety / Smoke / CO Alarms

You must ensure that the Property has all legally required fire and safety measures, including any applicable:

• smoke alarms;

• heat detectors;

• carbon monoxide detectors;

• fire doors;

• fire alarm systems;

• emergency lighting;

• firefighting equipment;

• signage or HMO fire precautions.

 

6.6 Legionella

You are responsible for ensuring that the risk of Legionella is properly assessed and controlled.

 

6.7 EPC

You must provide a valid EPC before marketing commences unless the Property is lawfully exempt.

 

6.8 Insurance

You must maintain adequate landlord insurance, including buildings and contents cover where appropriate.

You remain responsible for checking whether your policy covers:

• HMOs;

• rent arrears;

• legal expenses;

• malicious damage;

• alternative accommodation;

• public liability.

 

6.9 Repairing Obligations

You agree to keep the Property in good and lettable repair and to comply with your statutory obligations, including but not limited to obligations arising under Section 11 of the Landlord and Tenant Act 1985 and all applicable housing legislation.

 

 

6.10 Furnishings & Appliances

You are responsible for ensuring that all furnishings, appliances and supplied items comply with current safety regulations.

 

6.11 Keys / Access Devices / Information

You will provide all keys, codes, fobs, instructions, manuals and relevant information reasonably required for management of the Property.

 

6.12 Postal Redirection / Notices

You are responsible for redirecting post where necessary and for providing an address in England or Wales for the service of notices where required by law.

 

6.13 Tax & Non-Resident Landlord Rules

You are responsible for your own tax affairs.

If you are a non-resident landlord for tax purposes, you must provide the necessary HMRC approval where applicable. If such approval is not provided, we may be required to deduct tax in accordance with the Non-Resident Landlord Scheme.

 

6.14 Money Laundering & Verification

You agree to provide such documents and information as may reasonably be required for identity verification, anti-money laundering compliance and regulatory checks.

 

7. DEPOSITS

7.1

Where we are instructed to handle the tenancy set-up, we may arrange for the tenant deposit to be protected in an approved tenancy deposit scheme where legally required.

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7.2

Where we hold or administer the deposit, you authorise us to:

• register the deposit;

• issue prescribed information;

• liaise regarding deductions;

• negotiate deposit returns;

• submit evidence in the event of a dispute.

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7.3

We do not guarantee that a proposed deduction will be upheld by the deposit scheme adjudicator.

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7.4

Where works are required following damage or cleaning issues, you remain responsible for settling contractor invoices in the first instance, with any reimbursement to be sought from the deposit where applicable.

 

8. RENT INCREASES, NOTICES & POSSESSION

8.1 Rent Reviews / Rent Increases

Where instructed, we may advise on rent increases and serve notices where legally permitted.

No increase is guaranteed to be valid or enforceable unless the Property, tenancy and landlord compliance position support it.

 

8.2 Possession / Notices

Where instructed, we may prepare and serve notices such as:

• rent increase notices;

• breach notices;

• possession-related notices where legally available.

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We do not guarantee:

• vacant possession;

• notice validity;

• court success;

• timescales for possession.

 

8.3 Court Action & Legal Proceedings

Unless expressly agreed otherwise in writing, legal proceedings, advocacy, solicitor work, enforcement and court representation are not included in our standard service.

​

You remain responsible for instructing solicitors or legal representatives where required.

 

9. CONTRACTORS & THIRD PARTIES

9.1 Contractors

Contractors are instructed on your behalf unless expressly stated otherwise.

All contractor invoices and costs remain your responsibility.

 

9.2 Third Party Services

We may use third-party contractors, inventory clerks, cleaners, compliance providers, referencing providers, software providers and other service partners in connection with the management of the Property.

We will use reasonable care in selecting providers, but we are not liable for the acts, omissions, insolvency, delay, workmanship or performance of independent third parties unless caused by our own negligence.

 

9.3 Associated Companies / Referral Fees

We may use associated businesses, group companies or preferred suppliers where appropriate, including for maintenance, cleaning or support services.

Where we receive referral fees, commission or commercial benefit from a supplier, we may retain the same provided this does not materially prejudice your interests.

 

10. CLIENT MONIES, DEDUCTIONS & PAYMENT AUTHORITY

10.1

You authorise us to deduct from rental income or any monies held on your behalf:

• our fees;

• contractor invoices;

• inventory charges;

• compliance costs;

• marketing charges;

• photography;

• maintenance costs;

• arrears visit charges;

• notice fees;

• any other sums properly due under this Agreement.

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10.2

Where insufficient funds are available, you agree to pay any outstanding sums within 7 days of written demand, or such longer period as may reasonably be agreed in writing.

10.3

We may retain a reasonable float, reserve or balance on your account for management purposes, contractor payments or delegated authority.

10.4

We retain any interest earned on client monies to offset administration and banking costs.

 

11. LIABILITY & INDEMNITY

11.1 Standard of Care

We will use reasonable care and skill in providing our services.

 

11.2 No Guarantee

We do not guarantee:

• tenant suitability;

• rent payment;

• tenant conduct;

• legal outcomes;

• possession success;

• timescales for repair, legal action or contractor attendance;

• uninterrupted occupation or rental income.

 

11.3 Limitation of Liability

To the fullest extent permitted by law, our total liability to you arising under or in connection with this Agreement shall not exceed the total management fees paid to us in the preceding 6 months.

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We shall not be liable for:

• indirect or consequential loss;

• loss of profit;

• loss of rent;

• void periods;

• tenant default;

• court delays;

• contractor failures;

• legislative change;

• third-party acts or omissions;

• historic compliance issues;

• matters outside our reasonable control.

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Nothing in this Agreement shall limit or exclude liability for:

• fraud or fraudulent misrepresentation;

• death or personal injury caused by negligence;

• any other liability which cannot lawfully be excluded.

 

11.4 Indemnity

You agree to indemnify and keep us indemnified against all losses, claims, liabilities, penalties, costs, expenses or enforcement action arising from:

• your breach of landlord obligations;

• licensing failures;

• planning breaches;

• safety failures;

• incomplete or inaccurate information;

• the condition of the Property;

• your instructions;

• your failure to comply with the law.

 

12. COMPLIANCE & CHANGES IN LAW

12.1

You acknowledge that the legal and compliance requirements relating to residential lettings and HMOs may change from time to time, including under the Renters’ Rights Act and associated legislation.

12.2

You agree to provide all information, approvals and documents reasonably required by us to allow us to carry out our services.

12.3

We reserve the right to:

• update internal operational processes;

• request additional documentation;

• implement additional compliance procedures;

• amend working practices where reasonably necessary to reflect changes in law, regulation, best practice, insurance requirements or operational risk.

12.4

Nothing in this clause permits us to impose new charges except where:

• such charges are already provided for under these Terms; or

• you have been notified of them and they are reasonably required for additional services or legal compliance work outside the original scope.

 

13. TERMINATION

13.1 Termination by Either Party

Either party may terminate this Agreement by giving not less than 3 months’ written notice.

 

13.2 Immediate or Short Notice Termination 

We may terminate this Agreement immediately or on shorter notice where:

• you are in material breach of these Terms;

• you fail to pay sums due;

• you fail to comply with legal obligations;

• your conduct exposes us to unreasonable legal, regulatory or reputational risk;

• we are unable to continue managing the Property safely or lawfully.

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13.3 Effect of Termination

Termination of this Agreement does not affect:

• any fees already due;

• any continuing obligations;

• any tenant introduced by us who remains in occupation;

• any sums due in relation to work already carried out.

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Where a tenancy introduced or arranged by us remains ongoing at termination, we reserve the right to charge a tenancy transfer / handover administration fee in accordance with clause 13.4 below.

 

13.4 Handover on Termination / Transfer of Management

Where this Agreement ends and one or more tenants introduced, arranged or managed by us remain in occupation at the Property at the point our management ends, a:

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Tenancy Handover Fee of £200 + VAT per occupied room / tenancy in place

shall become payable.

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This fee applies where:

• the Landlord takes over management directly;

• management is transferred to another letting or managing agent;

• the tenancy or occupier remains ongoing following termination of our instruction.

This fee covers the reasonable administrative and operational work involved in transferring the live tenancy or tenancies out of our management, including where applicable:

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• rent account reconciliation;

• handover of tenant records and tenancy information;

• transfer of deposit registration and prescribed information records;

• provision of safety certificates and compliance documents held on file;

• transfer of inventory, check-in and check-out documentation;

• transfer of inspection history, notices and tenancy communications;

• maintenance and contractor history;

• transfer of keys, codes and relevant access information;

• reasonable liaison with the Landlord and/or incoming agent to facilitate handover;

• where applicable, we will use reasonable endeavours to notify the relevant local authority of the change of management or managing agent in relation to any HMO or licensed property, based on the information available to us.

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The Tenancy Handover Fee shall become due upon termination of our management and may be deducted from any rent or other monies held on your behalf.

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We shall not be obliged to complete the management handover until all sums due to us, contractors or third parties in relation to the Property have been paid in full.

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Any additional work outside a standard tenancy handover, including but not limited to historic statement reconstruction, extensive deposit dispute preparation, court-related file preparation, or exceptional liaison with an incoming agent, may be charged separately at our reasonable hourly rate.

 

13.5 Withdrawal After Instruction

If you withdraw the Property from marketing or management after instructing us, you remain liable for:

• any third-party costs already incurred;

• any agreed set-up costs;

• any fees triggered by a tenant already introduced or progressed.

 

14. SALE TO TENANT / BUYER INTRODUCTION FEE

14.1

If you sell or agree to sell the Property to:

• a tenant introduced by us;

• an occupier introduced by us; or

• any person introduced to the Property through our marketing, viewings or agency work,

you agree to pay us a:

Buyer Introduction Fee of 1.5% plus VAT of the agreed sale price,

subject to a minimum fee of £2,400 inclusive of VAT.

14.2

This clause shall apply where the sale or agreement for sale occurs:

• during the period of our instruction; or

• within 12 months of termination of our instruction.

 

15. DATA PROTECTION

15.1

We act as Data Controller and/or Data Processor as appropriate in connection with the services we provide.

15.2

You agree that we may process and share relevant information with:

• tenants;

• contractors;

• referencing providers;

• utility providers;

• deposit schemes;

• insurers;

• legal advisers;

• local authorities;

• regulators;

• enforcement bodies;

• software providers;

• payment providers;

• any third party reasonably required for management or legal compliance.

15.3

We will process personal data in accordance with applicable data protection legislation.

 

16. GENERAL TERMS

16.1 Notices

Any notice under this Agreement shall be validly served:

• by email to the last known email address;

• by hand;

• by first class post.

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Unless proven otherwise, notices shall be deemed served:

• by email: on the same working day if sent before 4pm, otherwise next working day;

• by hand: next working day;

• by post: two working days after posting.

 

16.2 Assignment

We may assign or transfer our rights and obligations under this Agreement to:

• a group company;

• a successor business;

• a purchaser of our business or management portfolio.

 

16.3 Advertising & Marketing Use

Unless you instruct us otherwise in writing, you authorise us to use photographs and marketing material relating to the Property for letting, branding and promotional purposes.

 

16.4 Access

We will arrange access in accordance with legal requirements and tenant rights.

We will not enter the Property without lawful authority or tenant consent unless in an emergency.

 

16.5 Complaints

If you have a complaint, you should notify us in writing.

We will:

• acknowledge your complaint within 3 working days;

• investigate and provide a response within 15 working days where reasonably possible.

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If you remain dissatisfied, you may escalate the complaint internally and thereafter to the relevant redress scheme where applicable.

 

16.6 Unpaid Accounts

Any unpaid sums outstanding after 30 days may accrue interest at 4% above the Bank of England base rate, calculated daily until payment.

 

16.7 Governing Law

This Agreement shall be governed by the laws of England and Wales.

 

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