At Easiliving, we know how important it is to feel safe, supported, and informed throughout your tenancy and we’re committed to giving you an exceptional renting experience from start to finish.
That’s why we take things like deposit protection, redress, and complaints seriously — with clear processes, full accountability, and your best interests at heart.
Your money, your tenancy, your rights!
We’re proud members of The Property Ombudsman scheme, offering you an independent and impartial route to resolution if things can’t be resolved in-house.
If you’ve followed our complaints process and still aren’t satisfied, you can refer your case to The Property Ombudsman for a fair review.
The Property Ombudsman
Since 1 October 2014, it’s been a legal requirement for letting agents in England to join a government-approved redress scheme. These include:
• The Property Ombudsman (TPO)
• The Property Redress Scheme
Easiliving is proud to be a member of The Property Ombudsman.
TPO provides an independent, fair dispute resolution service. Compensation of up to £25,000 may be awarded for financial loss or inconvenience due to an agent’s actions.
Our membership number is D566.
If you’ve completed our internal complaints process and remain dissatisfied — or if eight weeks have passed without resolution — you can refer your case to TPO for review.
You can find the TPO Complaints Form, details of the process, and instructions for submitting a complaint on the official Property Ombudsman website.
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.
We will where appropriate, make reasonable adjustments for consumers who might be disadvantaged because of factors such as their age, infirmity, disability, lack of knowledge, lack of linguistic or numeracy ability, economic circumstances, bereavement or do not speak English as a first language.
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 written acknowledgment of the receipt of your complaint within 3 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 receipt of the original complaint.
• 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 are still not satisfied with our final viewpoint (or more than 8 weeks has elapsed since the complaint was first made) you can request an independent review from The Property Ombudsman without charge.
The Property Ombudsman
33 The Clarendon Centre
Salisbury Business Park
Dairy Meadow Lane
Salisbury
SP1 2TJ
admin@tpos.co.uk
01722 333 306
Please note the following:
You will need to submit your complaint to The Property Ombudsman within 12 months from the date of our final viewpoint, including any evidence to support your case.
The Property Ombudsman requires that all complaints are addressed through this in-house complaint procedure, before being submitted for an independent review.
By law, all tenancy deposits must be protected under a government-approved Deposit Protection Scheme.
We informed you of your deposit protection provider and shared the prescribed information as part of your tenancy documents through Goodlord when you signed your agreement.
Your deposit is protected through the government-approved Tenancy Deposit Scheme (TDS), ensuring your deposit is held securely and returned fairly at the end of your tenancy.
You’ll receive a digital inventory before or on the day your tenancy begins, allowing you to review, comment, and sign. This document will be used to assess the property at checkout.
Deposits protected by the Tenancy Deposit Scheme (TDS)
If your deposit is protected through the Tenancy Deposit Scheme (TDS), this provides peace of mind for both tenants and landlords by ensuring deposits are managed in line with government regulations.
At the end of your tenancy, the property and inventory will be reviewed and any proposed deductions will be discussed with you. Once agreed, your deposit balance will be returned promptly.
The TDS also offers a free, impartial dispute resolution service should there ever be a disagreement regarding deductions.
The lead tenant will receive the Deposit Protection Certificate and prescribed information via email. Please keep this information safe throughout your tenancy.
Deposits protected by Tenancy Deposit Scheme
Client Money Protection
Since 1 April 2019, all letting and property management agents handling client money in the private rented sector are legally required to belong to a government-approved Client Money Protection (CMP) scheme. This law was introduced following consultation in 2018 and ensures greater security for both landlords and tenants.
Agents must also:
At Easiliving, we meet all of these requirements.
Our client money accounts are securely held with NatWest Bank PLC, authorised by the FCA.
Account Details:
Sort Code: 60-15-51
Account Numbers: 72014806 and 72014822
Our Professional Indemnity insurance is held at AXA. The policy number is PQ0685397 Starting date 08/05/2025.
Professional Indemnity Policy Certificate
Our Client Money Protection is provided by CMP, a government-approved scheme. Our policy number is CMP005400, and a copy of our certificate is displayed in our office and available via the link below.
If you have any concerns about how your money is handled, you can find guidance for tenants and landlords on the CMP website, along with information on how to make a claim if needed.
Client Money Protection Certificate
Our Client Money Protection handling procedures are in line with the scheme rules set out by Client Money Protect and Natwest Bank PLC.
Find Out More About Client Money Protection
Find Out More About Client Money Protect Rules
From deposits to disputes
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