Terms & conditions

01Using this website

crestgrovelennox.co.uk is run by Crestgrove Lennox Estate Management Ltd. By using it you accept these terms. You may browse, print and share pages for your own use; please don't copy the site, try to break it, or use it for anything unlawful.

02What the website says

We keep the website accurate and up to date, but it is general information, not advice. The compliance calendar and the descriptions of the law are a guide: what applies to a particular building or home depends on its lease, its size and its borough, and we'll confirm it in writing.

Photographs illustrate the kinds of buildings, rooms and work we deal with; they are not necessarily properties we manage. The drawings of trees and squares are illustrations.

Links to other websites are for convenience; we aren't responsible for their content.

03Our name and content

The Crestgrove Lennox name, mark, text, illustrations and code on this website belong to us or are used under licence. Photographs are used under the Unsplash licence. Map data © OpenStreetMap contributors.

04Who we are

Crestgrove Lennox Estate Management Ltd, registered in England and Wales, company no. 17246472. Registered office: First Floor, Office A06, 33 Haymarket, London, SW1Y 4HA. Telephone 07469 515146, email info@crestgrovelennox.co.uk.

05How our agreements work

Before we act for you we give you a written agreement for the service: a short-stay management agreement, a lettings or management agreement, an estate agency agreement, or a block management agreement. It sets out what we will do, what you will do, our fees, how long it lasts and how it ends. If anything in that agreement differs from these general terms, the agreement wins.

We may decline instructions, for example where a lease forbids what is proposed, or where we can't complete the checks the law requires.

06Fees

Every fee is stated in writing before you are committed to it, with any VAT shown. Fees for consumers are quoted including VAT where VAT applies. Extras — such as major works supervision, sale packs or an out-of-hours call-out — are charged only at the rates set out in your agreement.

If we receive a commission or discount from anyone else in connection with your property, such as an insurer or a contractor, we'll tell you in advance and in writing.

07Client money

Rent, deposits we hold, service charges, reserve funds and guests' payments are kept in a designated client account, separate from our own money, and are used only for the purpose they were paid for. Service charge and reserve funds are held on trust for the contributing leaseholders, as section 42 of the Landlord and Tenant Act 1987 requires.

Your agreement gives details of the client money protection scheme and the property redress scheme we belong to, as the law requires for letting and property management work.

08Short stays

For owners

• You confirm that the lease, your mortgage lender and your insurer allow short lets, or that you have their consent. We will check the lease before listing.
• For whole homes in Greater London we keep bookings within 90 nights in each calendar year unless you show us planning permission for more.
• You keep the gas, electrical and fire safety of the flat in order; we arrange the checks and tell you when they fall due.

For guests

• Bookings are on the terms shown when you book, including the price, cancellation terms and the maximum number of guests.
• House rules are part of the booking: no parties or events, quiet hours from 22:00 to 08:00, no smoking, and respect for the building's other residents.
• Check-in and check-out times are set out in your arrival details. Please report any damage or fault as soon as you notice it.
• If you book as a consumer you have the rights given by the Consumer Rights Act 2015; nothing here takes them away.

09Lettings

• Tenants are charged only what the Tenant Fees Act 2019 permits: rent, a refundable holding deposit of no more than one week's rent, a tenancy deposit capped at five weeks' rent (six weeks where the annual rent is £50,000 or more), and the limited payments the Act allows.
• Tenancy deposits are protected in a government-approved scheme within 30 days, and the prescribed information is given to the tenant.
• Tenancies follow the law on private renting in England in force at the time, including the Renters' Rights Act 2025. Landlords remain responsible for their legal duties as landlord; we tell you what they are and arrange what we have agreed to arrange.
• Right-to-rent checks are made on every adult occupier before the tenancy begins.

10Sales

• We act under the Estate Agents Act 1979. Your agreement explains in plain words the type of agency (for example, sole agency) and when our fee becomes payable.
• We pass on every offer promptly and in writing, and tell you of any personal interest we or anyone connected with us has in a sale.
• We publish the material information a buyer needs to decide whether to view, and check it with you before the listing goes live.
• Buyers' identity and source of funds are checked before an offer is accepted, as the Money Laundering Regulations 2017 require.

11Block management

• We manage to the lease and the law, including the Landlord and Tenant Acts 1985 and 1987, and to the principles of the RICS Service Charge Residential Management Code.
• Service charge demands include the statutory summary of leaseholders' rights and obligations. Leaseholders may ask for a summary of costs and inspect the accounts and receipts behind it.
• Where works or long-term agreements would cost any one leaseholder more than the statutory limits, we carry out consultation under section 20 of the Landlord and Tenant Act 1985 before the cost is committed.
• We report to the board or the freeholder at the intervals in the agreement, and hand over all records and funds promptly if our appointment ends.

12Cancelling

If you are a consumer and sign an agreement with us online, by phone or away from our office, you may cancel it within 14 days without giving a reason, under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013. If you ask us to start within those 14 days and then cancel, you pay only for what we've done up to that point. We'll give you a cancellation form with the agreement.

13Our responsibility to you

We carry out our services with reasonable care and skill. Nothing in these terms limits our liability for death or personal injury caused by negligence, for fraud, or for anything else that can't be limited by law; if you are a consumer, your statutory rights are not affected.

For business clients, our total liability under an agreement is limited as stated in that agreement. We aren't responsible for losses caused by contractors you appoint directly, by events outside our reasonable control, or by information given to us that turns out to be wrong.

14Complaints

Please write to info@crestgrovelennox.co.uk or to our office. We'll acknowledge your complaint within three working days and give you a full written answer within 15 working days. If you're not satisfied with our final answer, or eight weeks have passed since you complained, you can refer it free of charge to our property redress scheme, whose details are in your agreement.

15Law and courts

These terms and any agreement with us are governed by the law of England and Wales, and the courts of England and Wales have jurisdiction. If you are a consumer living elsewhere in the UK, you may also bring proceedings where you live.