Terms & Conditions

Snow White Property Management Ltd is a company registered in England and Wales under company number 11419746, with its registered office at 446 Ewell Road, Surbiton, KT6 7EL.

You can reach us at info@swpmanagement.co.uk or on 020 3677 3337. Our office hours are Monday to Friday, 8.00am to 5.00pm, and Saturday, 8.00am to 12.00pm.

We are a member of the Property Redress Scheme, membership number PRS059032, and are registered with the Information Commissioner's Office under registration ZC156804. We are not registered for VAT, so no VAT is added to our fees.

We provide residential property management, block management and flexible landlord support. Depending on what has been agreed, that may include tenant and resident communication, maintenance coordination, contractor engagement and access, property inspections, compliance support, administration, reporting and rent collection.

We are a management company, not a letting agent. We do not find tenants, market properties or carry out viewings. If you need a tenant found, we will refer you to a letting agent and take over once they are in.

We are not registered with HM Revenue & Customs to operate the non-resident landlord scheme, so we are unable to collect rent on behalf of landlords whose usual home is outside the United Kingdom. We can still help with management where rent is paid directly to you.

We acknowledge messages within two hours during office hours and reply substantively within two working days. Anything affecting safety or security is dealt with as soon as reasonably practicable. Acknowledging means we confirm we have your message and who is dealing with it — it is not always the answer, as some things need a contractor, a quotation or a third party first.

Proposals are prepared on the basis of the information available at the time of quotation. Services begin only once the scope of work, the fees and the responsibilities of each party have been agreed in writing. Work outside the agreed scope will be quoted separately and will not be carried out until you have approved it.

• Providing accurate and complete property information • Confirming ownership, authority or permission to instruct us • Providing access details, relevant documents and key contacts we made need • Responding to requests for instructions, approvals or funds within a reasonable time • Meeting legal, safety, licensing, insurance and financial obligations relating to the property • Paying agreed fees and approved costs on time

Fees are agreed before services begin, and depend on the service level, the type of property, the number of units, the scope of management and the time involved. Payment terms are set out in your proposal or management agreement.

Contractor labour, materials, compliance certificates, consultants' fees, insurance premiums and other third-party costs are separate from our fees and are payable by you.

Where a sum remains unpaid 14 days after its due date, we may charge interest at 4% above the Bank of England base rate from time to time, accruing daily from the fifteenth day until payment. Interest is not compounded, and we will tell you in writing before we charge it. Where you are acting in the course of a business, the Late Payment of Commercial Debts (Interest) Act 1998 applies instead, and nothing in these terms limits our rights under it.

Where maintenance coordination forms part of your service, we instruct contractors, arrange access and follow work through to completion. Contractors are engaged as your agent and remain responsible for the quality, safety and completion of their own work. We check their insurance and, where relevant, their registration or accreditation.

We obtain your approval before incurring cost above the expenditure limit recorded in your agreement. In a genuine emergency — a risk to safety, security or serious damage — we may act first to make the property safe, and will tell you what we have done within one working day.

Snow White Property Management is part of the Snow White group of businesses. Where a connected business is the right choice for a job, we disclose the connection in writing first, obtain your approval, and benchmark the price against independent quotations. We take no commission, mark-up or referral fee from work carried out by a connected business.

Keys and access details are held securely and used only for the purposes agreed with you. Where we hold keys, we release them in accordance with your instructions. We do not provide alarm response.

You must tell us promptly of any change to access arrangements, alarm codes, tenancy status or the condition of the property.

We do not hold service charge or reserve fund money. Service charge funds for the developments we manage are held in an account in the client's own name, which the client controls. We administer the account, approve invoices and issue demands, but the money stays with the building.

Where we collect rent on behalf of a landlord, it is held in a designated client account, separately from our own funds, and remitted in accordance with your management agreement.

Tenancy deposits taken on a landlord's behalf are protected with the Deposit Protection Service under its custodial scheme, which means the deposit is held by the scheme itself and not by us.

Where agreed, we maintain compliance reminders and coordinate inspections and certificates. Unless we have confirmed otherwise in writing, ultimate legal responsibility for the property — including gas safety, electrical safety, fire safety, energy efficiency, licensing and the condition and repair of the property — remains with the landlord, freeholder or other responsible party.

Where we keep a calendar of expiry dates you have given us and remind you before each one, that is a reminder service. We do not verify that a certificate is valid, inspect the property for compliance, or arrange any inspection or certificate unless separately instructed.

We provide our services with reasonable care and skill. We cannot guarantee the performance of third-party contractors, the behaviour of tenants or residents, market conditions, the outcome of legal proceedings, or decisions made by insurers.

Nothing in these terms limits or excludes our liability for death or personal injury caused by our negligence, for fraud, or for anything else which cannot lawfully be limited or excluded. Nothing in these terms affects your statutory rights.

Where you are a consumer and you sign an agreement with us away from our office, or by post, email or telephone, you have the right to cancel within 14 days of entering into it, without giving a reason and without charge.

If you ask us in writing to begin work during that 14-day period, and you then cancel, we may charge you a proportionate amount for the work carried out up to the point you told us you were cancelling.

To cancel, tell us in writing at info@swpmanagement.co.uk or at 446 Ewell Road, Surbiton, KT6 7EL. A cancellation form is included with every agreement we send.

This right does not apply to business clients, or to resident management companies, right to manage companies and freeholders, who are not consumers.

Residential management runs on a rolling basis with no minimum term. Either side may end it on two months' written notice at any time. We charge no continuing or post-termination commission once the agreement ends, including where the tenancy carries on.

Block management runs for a fixed term of 12 months and expires at the end of it. It does not continue automatically, and any further appointment is agreed in writing before the term ends. Either party may also end it during the term on three months' written notice.

Flexible landlord support runs on a rolling basis with no minimum term, and either side may end it on one month's written notice.

Either party may end the agreement immediately if fees remain unpaid more than 30 days after the due date, if the other party acts unlawfully, or if continuing would breach a legal obligation.

On termination, outstanding fees remain payable. We will provide a final account and hand over keys, documents and records reasonably necessary for the continuity of management within 14 days of the services ending or of final payment, whichever is later. We do not charge a handover fee.

If something goes wrong, we want to hear about it. Our complaints procedure sets out how we handle complaints, how long each stage takes and what to do if you are not satisfied with our answer. It is available to clients in the client portal, and we will send a copy to anyone who asks.

Write to us at info@swpmanagement.co.uk or 446 Ewell Road, Surbiton, KT6 7EL. We acknowledge complaints within three working days and respond in writing within ten working days of that acknowledgement. If a complaint remains unresolved, we issue a final viewpoint letter within eight weeks of the date of the written complaint.

If we have not resolved your complaint within eight weeks, or you are not satisfied with our final response, you may refer it to the Property Redress Scheme, of which we are a member under membership number PRS059032:

Property Redress Scheme, Limelight, 1st Floor Studio 3, Elstree Way, Borehamwood, Hertfordshire, WD6 1JH Telephone 0333 321 9418 · info@theprs.co.uk · www.propertyredress.co.uk

Nothing in this section affects your other legal rights. If you are a leaseholder, you may apply to the First-tier Tribunal (Property Chamber) in respect of service charges and the appointment of a manager.

We handle personal information in accordance with our Privacy Policy, which explains what we collect, why, how long we keep it and what rights you have. Landlords, tenants, residents, leaseholders and contractors should read it.

We may update these terms from time to time. The current version is always published on this page, and we will tell you in writing before any change that materially affects an agreement already in place.

These terms are governed by the law of England and Wales, and the courts of England and Wales have jurisdiction. If you live in Scotland or Northern Ireland, you may bring proceedings in your own courts.