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Compliance Information

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Compliance Information

At Elmstone Estates Ltd, we are committed to operating transparently and in accordance with all relevant legislation and industry regulations. This page contains important information regarding our fees, Client Money Protection membership, redress scheme membership, complaints procedure, privacy policy, and other regulatory disclosures. If you require any further information, please contact us and we will be happy to assist.
 
Elmstone Estates Ltd
Company No. 16849425
Registered Office – Dominion house, 665 North Circular Road, Suite 228,  NW27AX, London
Telephone – 02033559739
Elmstone Estates is a member of the Property redress scheme (PRS)
PRS member number - PRS056000
Elmstone Estates is Registered with Client money protect (CMP)
CMP registration number - CMP014916
Elmstone Estates is a Member of the information commissioner's office (ICO)
ICO number ZC082104
All deposits are registered with Deposit protection scheme (DPS)

Landlord fee schedule

Fully Managed Service: Fees are individually agreed with each landlord and typically range between 5% and 10% + VAT of the monthly rent collected. The agreed management fee is fully inclusive and covers all standard management services. No additional administration fees, letting fees, tenancy renewal fees, inspection fees, check-out fees, inventory fees, statement fees, contractor arrangement fees, or other hidden charges are charged.

Let Only Service: A one-off fee equivalent to two weeks’ rent + VAT. This fee is fully inclusive of the tenant find and tenancy setup service. No additional administration fees, referencing fees, tenancy agreement fees, check-in fees, or other hidden charges are charged.

Complaints Procedure

Elmstone Estates Ltd – Complaints Procedure

At Elmstone Estates Ltd, we aim to provide a professional and efficient service at all times. However, if you are dissatisfied with any aspect of our service, we welcome the opportunity to address your concerns and resolve the matter promptly.

Stage 1 – Initial Complaint
Complaints should be made in writing wherever possible and sent to:
Elmstone Estates Ltd, 665 North Circular Road, NW27AX, London
And/or by Email: admin@elmstoneestates.co.uk
Please provide:
Your full name and contact details
The property address (if applicable)
Details of your complaint
Any supporting documentation or evidence
We will acknowledge receipt of your complaint within 3 working days.

We will investigate the matter and provide a written response within 15 working days of receiving the complaint.

Stage 2 – Internal Review
If you remain dissatisfied with our response, you may request a further review of your complaint.
Your request should be made within 28 days of receiving our Stage 1 response.

A senior member of staff who has not been directly involved in the matter will review the complaint and provide a final written response within 15 working days.

Stage 3 – Independent Redress
If, after receiving our final written response, you remain dissatisfied, or if more than 8 weeks have passed since your complaint was first raised and it has not been resolved, you may refer the matter to our independent redress scheme.
Property Redress Scheme (PRS) quoting our redress scheme membership number PRS056000

The Property Redress Scheme provides an independent review of complaints and may make recommendations or awards where appropriate.

Client Money Protection
Elmstone Estates Ltd is a member of a Client Money Protection (CMP) scheme, providing protection for client funds held by the company.

Details of our CMP membership are available upon request and on our website.

Our Commitment
We take all complaints seriously and aim to:
Deal with complaints fairly and professionally
Investigate concerns thoroughly
Keep complainants informed throughout the process
Learn from feedback and improve our services
We appreciate the opportunity to resolve concerns and value all feedback received.
Last Updated: June 2026

Privacy Policy

Elmstone Estates Ltd (“we”, “us”, “our”) is committed to protecting and respecting your privacy.

This Privacy Policy explains how we collect, use and protect your personal information when you use our website, contact us, or engage our services.

1. Who We Are
Elmstone Estates Ltd
Company Number:  – 16849425
Registered Office: Elmstone Estates, Dominion House 665 North Circular Road, Suite 228, London, United Kingdom, NW2 7AX

We are the data controller responsible for your personal information.

2. Information We Collect
We may collect and process the following information:
Name
Address
Email address
Telephone number
Date of birth
Identification documents
Proof of address
Employment and income information
Tenancy and property information
Payment information

Website usage data and cookies

3. How We Use Your Information
We use your information to:
Respond to enquiries
Arrange viewings
Process tenancy applications
Carry out referencing and affordability checks
Manage properties and tenancies
Collect and process rent payments
Comply with legal and regulatory obligations
Communicate with landlords, tenants, guarantors and contractors

Improve our website and services

4. Legal Basis for Processing
We process personal data under one or more of the following legal bases:
Performance of a contract
Compliance with legal obligations
Legitimate business interests

Consent, where required

5. Sharing Your Information
We may share your information with:
Landlords
Referencing agencies
Deposit protection schemes
Utility providers
Local authorities
Maintenance contractors
Legal and professional advisers
Regulatory authorities where required by law

We only share information where necessary and lawful.

6. Data Retention

We retain personal information only for as long as necessary to fulfil the purposes for which it was collected and to comply with legal, regulatory and accounting requirements.

7. Your Rights
Under UK data protection law, you have the right to:
Access your personal data
Request correction of inaccurate information
Request deletion of your data in certain circumstances
Restrict processing
Object to processing
Request transfer of your data
Withdraw consent where processing relies on consent

To exercise any of these rights, please contact us using the details below.

8. Security

We take reasonable technical and organisational measures to protect personal information from unauthorised access, loss, misuse or disclosure.

9. Cookies
Our website may use cookies to improve functionality and user experience.

You can control cookies through your browser settings.

10. Contact Us
If you have any questions regarding this Privacy Policy or how we handle your personal data, please contact:
Elmstone Estates Ltd
11. Complaints
if you are unhappy with how we process your personal information, you may complain to the Information Commissioner’s Office (ICO) quoting our ICO membership number ZC082104
The ICO can be contacted at:
Wycliffe House
Water Lane
Wilmslow
Cheshire
SK9 5AF
Website: www.ico.org.uk
 
12. Changes to This Policy
We may update this Privacy Policy from time to time. Any changes will be posted on this page and will take effect immediately upon publication.
Last Updated: June 2026