Terms of Business

Version 1.1 – Effective 30/01/2026

YOU SHOULD READ THIS DOCUMENT THOROUGHLY. IF YOU HAVE DIFFICULTY IN UNDERSTANDING ANY OF THE TERMS OR CONDITIONS LAID OUT IN THIS DOCUMENT, IT IS RECOMMENDED THAT YOU SEEK THE ADVICE OF A SOLICITOR BEFORE COMPLETING THE LANDLORD INSTRUCTION FORM

These Terms of Business set out the services offered by Silver Oak Property Limited (Company No. 11827009), a letting and managing agent operating in Wales. All services are delivered in compliance with the Renting Homes (Wales) Act 2016, associated regulations, and the Fitness for Human Habitation (FFHH) standard.

OUR SERVICE

We are able to offer three levels of service to suit your requirements, the details of which are explained below.

Full Letting and Management Service / Portfolio Management.

Inspection and rental marketing appraisal of the property.
Advertising and generally marketing the property with full-colour particulars and Internet advertising.
Receiving enquiries and accompanying prospective tenants wishing to view the property.
Careful selection and interviewing prospective tenants.
Preparation of a Standard Occupation Contract (written statement) in accordance with the Renting Homes (Wales) Act 2016 and associated regulations.
Preparation of a written detailed inventory of property contents and condition with supporting photos.
Collecting the security deposit and protecting it in an authorised deposit scheme. Unless otherwise agreed in writing, the deposit will be protected in the Deposit Protection Service (DPS) in Silver Oak Property Limited’s custodial account and held by the scheme until the end of the occupation contract. Silver Oak Property Limited will provide the contract-holder (and any relevant person) with the Required Information within 30 days of receiving the deposit.
Signing up the tenant and releasing keys, forwarding copy documents to owners.
Monthly rent collection is facilitated through state-of-the-art purpose-built banking payment software. Payments are processed via BACS on the nearest Friday following the rent due date. Additionally, a comprehensive rent statement will be accessible online for the landlord.
Automated reminders will be sent to tenants by email and text message approximately two days prior to each rent due date.
Chasing late payers as necessary.
Routine Inspection Checklist (based on Rent Smart Wales recommendations) will be carried out once a year, and reports will be forwarded to the owners upon request following each visit. Any additional inspections will be available upon request by the landlord, with a frequency of no more than once every 6 months. Any photos will be taken only if the tenant agrees. (Responsibility for managing the property while it is unoccupied is not included and will only be undertaken by separate agreement.)
Instructing tradesmen should any minor repairs or maintenance be necessary that are the Landlord’s responsibility, settling accounts from rents received other than any job over the rent amount which will have to be arranged and dealt by the landlord and paid for, by the landlord directly to contractor(s). Please note that we do not manage renovation projects. Repairs and expenditure authority (including urgent works) in accordance with the ‘Repairs and Expenditure Authority’ section of these Terms.
Being the first point of contact so that owners do not have to deal directly with or take calls from the tenant.
Serving all legal notices as required. Any tenancy renewals, rent review notices, notice to quit etc.
Taking reasonable steps to assist the Landlord in meeting applicable legal and regulatory requirements relating to the letting and management of the Property, including by advising on required compliance and arranging checks/contractors where instructed. The Landlord remains responsible for compliance and for providing accurate information, documents and timely instructions, and for approving and funding any required works.
Arrange to transfer the utility accounts to the tenant’s name.
Carrying out a full property visit and inventory check at the end of the tenancy. Arranging repairs and negotiating the deposit deductions with the outgoing tenant.

Tenant Find Service

Inspection and rental marketing appraisal of the property.
Advertising and generally marketing the property with full-colour particulars and Internet advertising.
Receiving enquiries and accompanying prospective tenants wishing to view the property.
Careful selection and interviewing prospective tenants.
Preparation of a Standard Occupation Contract (written statement) in accordance with the Renting Homes (Wales) Act 2016 and associated regulations.
Preparation of a written detailed inventory of property contents and condition with supporting photos.
Collecting the security deposit and protecting it in an authorised deposit scheme. Unless otherwise agreed in writing, the deposit will be protected with the Deposit Protection Service (DPS) and the contract-holder (and any relevant person) will be provided with the Required Information within 30 days of receipt.
- Optional transfer: where the Landlord requests a transfer to the Landlord’s own DPS account, this can be arranged after move-in once the Landlord has provided their DPS account details and confirmed in writing that they accept responsibility for ongoing compliance and deposit administration from the date of transfer. Transfer does not extend or restart the 30-day deadline.
Collect first-month rent. Payments will be made by BACS and a detailed rent statement will be forwarded to the Landlord.
Signing up the tenant and releasing keys, forwarding copy documents to owners.

Rent Collection service

Monthly rent collection is facilitated through state-of-the-art purpose-built banking payment software.
Payments to landlords are made via BACS on the nearest Friday following the rent due date.
A detailed rent statement will be available online for each payment.
Automated reminders will be sent to tenants by email and text message approximately two days prior to each rent due date.
Where necessary, Silver Oak Property will pursue late rent payments on behalf of the landlord, via email or text message

For rent collection service all other responsibilities remain solely with the landlord, including but not limited to:

Registration with Rent Smart Wales
Compliance with safety legislation (e.g., gas, electric, fire, EPC)
Serving notices and legal documentation
Managing repairs and maintenance
Holding, protecting and administering the security deposit, including serving the Required Information to the contract-holder (and any relevant person) within 30 days of receipt, and maintaining protection for the duration of the occupation contract.
Attending court or tribunal matters

Silver Oak Property accepts no liability for the landlord’s failure to meet their legal or contractual obligations. By instructing Silver Oak Property on a rent collection-only basis, the landlord confirms their understanding and acceptance of this limitation of service and liability.

Takeover of Property with Existing Tenancy

Review of the existing Standard Occupation Contract and tenant details.
A full property inspection to assess compliance with the Renting Homes (Wales) Act 2016 and confirm that the property is fit for human habitation, in line with landlord obligations.
Collection of keys from the landlord and provision of copies if requested.
Verification that a suitable inventory was completed prior to the tenancy commencing (to be provided by the landlord).
Confirming whether the security deposit is currently protected in an authorised scheme and whether the Required Information was served correctly. Where requested and appropriate, arranging transfer of the deposit into the Deposit Protection Service (DPS) for ongoing protection/administration, or confirming existing protection details where the deposit remains protected elsewhere. The Landlord remains responsible for any historic non-compliance prior to our instruction.
Monthly rent collection is facilitated through state-of-the-art purpose-built banking payment software. Payments are processed via BACS on the nearest Friday following the rent due date. Additionally, a comprehensive rent statement will be accessible online for the landlord.
Automated reminders will be sent to tenants by email and text message approximately two days prior to each rent due date.
Chasing late payers as necessary.
Routine Inspection Checklist (based on Rent Smart Wales recommendations) will be carried out once a year, and reports will be forwarded to the owners upon request following each visit. Any additional inspections will be available upon request by the landlord, with a frequency of no more than once every 6 months. Any photos will be taken only if the tenant agrees. (Responsibility for managing the property while it is unoccupied is not included and will only be undertaken by separate agreement.)
Instructing tradesmen should any minor repairs or maintenance be necessary that are the Landlord’s responsibility, settling accounts from rents received — except in the case of any job exceeding the rent amount, which must be arranged and paid for directly by the landlord. Please note that we do not manage renovation projects.
Being the first point of contact so that owners do not have to deal directly with or take calls from the tenant.
Serving all legal notices as required. This includes tenancy renewals, rent review notices, notice to quit, and any other statutory documentation.
Taking reasonable steps to assist the Landlord in meeting applicable legal and regulatory requirements relating to the letting and management of the Property, including by advising on required compliance and arranging checks/contractors where instructed. The Landlord remains responsible for compliance and for providing accurate information, documents and timely instructions, and for approving and funding any required works.
Carrying out a full property visit and inventory check (if a copy is provided by the landlord) at the end of the tenancy. This includes arranging any necessary repairs and negotiating deposit deductions with the outgoing tenant.

Silver Oak Property Limited does not provide legal advice and does not guarantee that the Property will be compliant where the Landlord fails to act on advice, withholds information, or does not approve or fund required works.

REPAIRS AND EXPENDITURE AUTHORITY

Scope

This section applies to the Full Letting and Management Service / Portfolio Management only (unless otherwise agreed in writing).

Authority Limit (Non-Urgent Works)

The Landlord authorises Silver Oak Property Limited to instruct repairs and maintenance up to £250 plus VAT (where applicable) per individual job without further reference to the Landlord.

Urgent Works (Definition)

“Urgent Works” means works which, if not carried out promptly, are likely to:
- pose a risk to health and safety; or
- cause significant damage to the Property or neighbouring property; or
- result in loss of an essential service (including water, electricity, heating or hot water), or a serious water leak.

Urgent Works Above the Limit

Where Urgent Works are required, Silver Oak Property Limited may instruct works above the £250 limit without prior consent where it is not reasonably practicable to obtain instructions in time. We will notify the Landlord as soon as practicable with details of the works and cost.

Funding and Payment

Where possible, works will be paid from rent or other client money held for the Landlord.
If client money held is insufficient, the Landlord must pay the shortfall within 7 days of request (or sooner where Urgent Works require immediate payment).
Silver Oak Property Limited is not required to advance its own funds for works.

Quotes

For non-urgent works above £250, we will normally obtain quotation where reasonably practicable, taking into account availability, urgency, and the specialist nature of the work. The Landlord is responsible for approving the preferred quotation before works proceed.

Contractors

Contractors are instructed as independent contractors. Silver Oak Property Limited will take reasonable care when selecting contractors, but does not guarantee the standard, timing or outcome of any contractor’s work and is not liable for the acts or omissions of contractors, except to the extent caused by our negligence or breach of duty.

Recharge to Contract-holder

Where damage is attributable to the contract-holder’s misuse/neglect, we may seek to recover the cost from the contract-holder where lawful, but the Landlord remains responsible for payment of contractor invoices pending recovery.

CLIENT MONEY AND SAFEGUARDING

Business Safeguards (Rent Smart Wales)

Silver Oak Property Limited maintains the required business safeguards throughout the period of its Rent Smart Wales licence, including:
- Client Money Protection (CMP)
- Professional Indemnity Insurance (PII)
- Membership of an independent letting and management redress scheme accepted by Rent Smart Wales.

What is Client Money

“Client money” means money (by way of cash, cheque, draft or electronic transfer) which Silver Oak Property Limited holds or receives for or from a client, and which is not immediately due and payable on demand to Silver Oak Property Limited for its own account.

Holding Client Money

Client money is held in a designated client bank account (or designated client money account provided by our client money platform), kept separate from Silver Oak Property Limited’s own business funds.
Client money will be used only for purposes authorised by the Landlord and/or as permitted by these Terms, including paying authorised contractor invoices and remitting rent to the Landlord after deduction of agreed fees and charges.

Rent Remittances and Statements

Monthly rent collection is facilitated through purpose-built banking payment software. Payments are processed via BACS on the nearest Friday following the rent due date, subject to receipt of cleared funds from the contract-holder.
A comprehensive rent statement will be accessible online for the Landlord.

Shortfalls and Urgent Payments

Where client money held is insufficient to meet an authorised payment (for example, urgent repairs), the Landlord must pay the shortfall within 7 days of request (or sooner where Urgent Works require immediate payment).
Silver Oak Property Limited is not required to advance its own funds for works or other third-party costs.

Errors, Corrections and Disputed Sums

If an accounting error is identified, it will be corrected as soon as reasonably practicable.
Where there is a genuine dispute about an item, Silver Oak Property Limited may retain the disputed amount pending resolution.

Interest

Interest on client money is not normally credited due to the administrative cost of calculation, unless otherwise agreed in writing.

Deposit Protection

Client Money Protection (CMP) is separate from tenancy deposit protection. Deposits will be protected in an authorised tenancy deposit scheme in accordance with the service level selected and the requirements applicable to the occupation contract.

Ending the Service

On termination, Silver Oak Property Limited will provide a final statement and, subject to any agreed deductions, outstanding invoices, or disputed sums, remit any remaining client money held for the Landlord.

Evidence of Safeguards

Details of our CMP provider, PII and redress scheme membership are available on request and/or displayed on our website.

DEPOSITS AND REQUIRED INFORMATION

Where a security deposit is taken in connection with an occupation contract in Wales, the deposit must be protected in an authorised deposit scheme and the contract-holder (and any relevant person) must be given the Required Information within 30 days of the deposit being received.

The deposit scheme will not serve the Required Information on behalf of the Landlord/agent; this must be done by the Landlord or the agent.

Responsibility for deposit compliance depends on the service level selected:

Full Letting and Management: Silver Oak Property Limited will protect the deposit and serve the Required Information (unless otherwise agreed in writing).
Tenant Find: Silver Oak Property Limited will protect the deposit and serve the Required Information unless the Landlord has agreed in writing to protect/serve it themselves.
Rent Collection: the Landlord is responsible for protecting the deposit and serving the Required Information.

LANDLORD DECLARATION

I/we confirm:

To be the sole or joint owner(s) of The Property.
I/We have sought permission from our lender to let the Property.
My/Our Service Charge and Ground Rent payments are up to date if necessary.
I/We do not have any arrears on our mortgage account for The Property.
I/We have read and accepted the following terms and conditions and confirm that Silver Oak Property Limited can proceed with the rental and management (if applicable) of this property. I/we agree to be bound by its terms and to pay all fees as appropriate.
I/We agree that I/We are responsible for paying for an Energy Performance Certificate for the property which must be obtained before it is marketed by Silver Oak Property Limited
I/We authorise Silver Oak Property Limited to pass on my / our details to tradesmen/contractors to carry out any work to the property, if necessary.

IMPORTANT INFORMATION, ADDITIONAL SERVICES AND REQUIREMENTS

Please read through the additional services and associated costs below and select your preferred options.

Gas Safety Certificates
All gas appliances and associated pipework must be safe to use. An annual inspection by a qualified registered Gas Safe engineer is now a requirement of law under The Gas Safety (Installation and Use) Regulations 1998. I/We will supply a copy of the original Gas Safety Record to Silver Oak Property Limited upon request 7 clear days before the tenancy or authorise Silver Oak Property Limited arrange that on my behalf and on my expense.
Smoke Alarms and Carbon Monoxide Detectors
As of 1st December 2022, it is a legal requirement for: Smoke alarms to be wired in and interlinked on each storey of a rented property. These alarms have to be in full working order for the duration of the tenancy. Carbon Monoxide alarms with integrated batteries are present in any rooms which have a gas, oil or solid fuel burning appliance installed.
I/we confirm that the appropriate smoke and carbon monoxide detectors are already installed throughout The Property and should I/we not opt for Silver Oak Property Limited to carry out the check-in, confirm that I/we will ensure they are tested on the start date of the tenancy.
Electrical Installation Condition Report (EICR)
The electrical installation throughout the property must meet safety standards. An Electrical Installation Condition Report (EICR) should be conducted by a qualified registered NICEIC engineer at intervals of no more than 5 years from the last inspection. I/We agree to provide Silver Oak Property Limited with the original EICR upon request, at least 7 days prior to the start of the tenancy. Alternatively, I/We authorise Silver Oak Property Limited to arrange the inspection on my behalf, and I will cover any associated expenses.
Landlord Licensing Scheme - Rent Smart Wales
Rent Smart Wales process landlord registrations and grant licences to landlords and agents who need to comply with the Housing (Wales) Act 2014. As the landlord, it is your responsibility to enquire with the relevant authority if the property should be registered.
Silver Oak Property Limited Rent Smart Wales Registration Number and Licence Number: #RN-72013-51424; #LR-75091-14071.
Legionnaires Risk Assessment
In compliance with the Approved Code of Practice L8, Health and Safety legislation, Landlords should carry out a Legionnaires Risk Assessment of rented properties. You are free to carry out this assessment yourself, more information can be found at:
http://www.hse.gov.uk/legionnaires/what-you-must-do.htm Silver Oak Property Limited can arrange for an assessor to visit The Property and produce a Risk Assessment Report. Silver Oak Property Limited does not accept liability for any issues arising from your decision to not carry out this risk assessment.
Asbestos Risk Management
In accordance with the Control of Asbestos Regulations 2012 (CAR 2012), the responsibility for the identification and management of asbestos risks lies with the party deemed the "duty holder." For properties under management by Silver Oak Property Limited, the landlord retains the responsibility for ensuring that an Asbestos Risk Assessment has been conducted where applicable, particularly in communal areas of residential properties and in non-domestic premises. Landlords are required to provide any existing asbestos reports or management plans to Silver Oak Property Limited upon instruction. If such documentation is not available, it is the landlord's duty to arrange for a professional asbestos survey where necessary. Silver Oak Property Limited will not undertake works involving asbestos or suspected asbestos unless explicitly agreed and carried out by licensed professionals.
Inventories and Rental Inspections
Fully written inventory with photos will be supplied by Silver Oak Property Limited on the move in date with no extra cost, this can provide the basis for settlement in the event of a deposit dispute.
Contractors
Silver Oak Property Limited utilises in-house contractors to conduct essential certifications, including gas safety certificates, EICR, or any other necessary certificates for rental properties in Wales. If the landlord opts for an alternative contractor, the full name of the selected contractor, their contact details, and a copy of their liability insurance must be provided before we can instruct them. This information should be submitted within a reasonable timeframe before the certification is due. Failure to comply will result in our contract being instructed, and the corresponding invoice will be the responsibility of the landlord, even if a different certification has been arranged directly between the landlord and the contractor without informing Silver Oak Property Limited.
Property Information
I/We hereby confirm that Silver Oak Property Limited will be supplied with three full sets of keys for properties under their Fully Managed package or one full set of keys for properties under their Letting the only package. Please note, if you do not comply and we have to get additional keys cut to enable you to comply with this obligation, the cost of the key cutting service will be recharged to you.
Leasehold Properties Under Management
For properties which are Leasehold, please provide the following details of the Managing Agent e.g. Agent’s Name, Telephone Number, Address to info@silveroakproperty.com. Please note: Any Service Charge and/or Ground Rent payments that you are liable to pay are required to be paid directly by you and will not form any or part of our management services
House of Multiple Occupancy Licence
The Property may require a Mandatory House of Multiple Occupancy Licence should the following apply

It’s rented to 5 or more people who form more than 1 household
It’s at least 3 storeys high
Tenants share toilet, bathroom or kitchen facilities
Please enclose a copy of my HMO Certificate (if applicable) The definition of what constitutes an HMO may vary by region, and you should contact your local authority to seek clarification to ensure compliance.

Non-Residential (Overseas) Landlords
If you live overseas for more than 6 months of any one tax year, you are recommended to notify the Inland Revenue via a Non-Resident Landlord Form (NRL1), who will subsequently issue us with a certificate allowing us to pay your rent to you in gross and without deductions. Without this certificate, Silver Oak Property Limited is obliged by the Taxes Management Act 1970 (or any similar powers of any future tax legislation) to deduct tax at the basic rate to cover any tax liability. Reasonable administration charges may be payable to Silver Oak Property Limited for further work requested by you, your accountant or the Inland Revenue in connection with such tax liabilities.
For further information on the HMRC Non-resident Landlord Scheme (NRLS) and form NRL1, see: https://www.gov.uk/guidance/paying-tax-on-rent-to-landlords-abroad and https://www.gov.uk/guidance/apply-as-an-individual-to-receive-uk-rental-income-without-uk-tax-deducted
When completing the NRL1 application form, please quote Silver Oak Property Limited reference number 904/NA062553
Registering the Tenancy Deposit
Silver Oak Property Limited is a member of the Deposit Protection Service which is administered by: The Deposit Protection Service, The Pavilions, Bridgewater Road, Bristol, BS99 6AA. Telephone 0330 303 0030
Deposits received from tenants will be protected by The Deposit Protection Service (The DPS) in accordance with the Terms and Conditions of the DPS. The Terms and Conditions and ADR Rules governing the protection of the deposit including the repayment process can be found at www.depositprotection.com
As part of Silver Oak Property Limited Tenant Find service, we will receive the deposit from your tenant, administer the required documentation and register the deposit within our DPS account. As we will not be involved in the ‘end of tenancy’ procedure or dealing in deposit resolution, we will transfer the lodged deposit directly into your designated DPS account. This will make it much easier at the end of the tenancy to make any claim against the deposit, and speed up the process of returning the appropriate monies to both parties.
For this, we will require your 7-digits Landlord ID number. To obtain this, please visit the DPS website, join and follow the instructions on the website. Please email us your DPS Landlord ID Number to info@silveroakproperty.com to receive your deposit into your DPS account.(Tenant Find Service only)

LANDLORD DUTIES

You shall:

Inform Silver Oak Property Limited of any changes to your contact details (inc. address and phone numbers, email address, etc).
Promptly pay Silver Oak Property Limited fees and charges as are applicable and due from time to time.
Be responsible for obtaining ‘Consent to Let’ from your mortgage provider/freeholder/ leaseholder.
Ensure there is a valid Energy Performance Certificate (EPC) available prior to marketing or in the very least have ordered an EPC through the Silver Oak Property Limited.
Ensure the fabric of the building is in good repair prior to The Property being advertised for Let.
Organise routine maintenance work after Tenant Find service.
Be responsible for any injury or losses incurred by the tenant or a third party at The Property as a result of you failing to ensure the appropriate safety precautions are in place or due to lack of ongoing maintenance of The Property. You hereby agree to adhere to the landlord’s repairing obligations under section 92 of the Renting Homes (Wales) Act 2016 and the Fitness for Human Habitation requirements.
Provide instructions to Silver Oak Property Limited regarding termination, proceedings, major repairs or significant details regarding the Let in writing (preferably to be received in email form).
Advise your insurers that you are letting The Property and secure the necessary buildings and public liability insurance.
Initiate and facilitate any insurance claim.
Inform Silver Oak Property Limited of any intention to repossess the Property.
Pay all legal expenses resulting from any claim to court for possession of The Property resulting from a Section RHW16, RHW20, RHW23, RHW27, RHW28, RHW32, RHW33, or any other sections to require the tenant to vacate the property
Ensure The Property is cleaned to a domestic standard prior to a move-in.
Ensure The Property is presented to Silver Oak Property Limited with all known maintenance issues rectified.
Ensure any pre-tenancy work agreed between you and the tenant at the offer stage is completed prior to the agreed tenancy start date. If the work(s) is not complete, Silver Oak Property Limited reserves the right to appoint a contractor to carry out the work(s) and the costs will be recharged to you.
Provide Silver Oak Property Limited with details of all applicable warranties/guarantee cover for household appliances. Silver Oak Property Limited will not be held responsible if work is organised on an appliance under warranty or guarantee if sufficient information has not been supplied.
Provide instruction manuals or handbooks for all appliances included within the letting of the Property.
Provide all necessary garden equipment to allow tenants to maintain garden areas which are their responsibility.
Give authorisation for Silver Oak Property Limited to pass on contact details to tradesmen / contractors to carry out any work to the property, if necessary.
Give authorisation for Silver Oak Property Limited to provide registered contractors with keys to access the Property.
Ensure all soft furnishings conform to the current Fire Safety Regulations. You give authority to Silver Oak Property Limited to remove furniture and appliances that do not conform with current safety legislation.
The Landlord is responsible for compliance with the Control of Asbestos Regulations 2012 (CAR 2012) where applicable. Silver Oak Property Limited may assist with arranging surveys or contractors on the Landlord’s instruction, but does not accept responsibility as the dutyholder unless expressly agreed in writing.
Ensure that the Property is registered and the necessary licence has been obtained from the local housing authority if The Property is classed as a House in Multiple Occupation (HMO)
Allow the tenant quiet enjoyment of The Property. This means that the tenant has the right to live in The Property without interference from you or anyone else and any notice for access must be arranged within the current legislation.
Provide Silver Oak Property Limited with a copy of the head lease where appropriate.
You agree to adhere to the regulations in line with the Government’s ‘Right to Rent’ Legislation. Further details regarding the landlord’s obligations can be found here:
https://www.gov.uk/government/publications/right-to-rent-landlords-code-of-practice - Right to Rent checks apply to properties in England only. They do not apply to properties in Wales.
Should you reside in an area which falls under any Local Government’s selective Landlord Licensing Scheme, you are required to provide the necessary Certificate(s) of Registration a minimum of 7 clear days prior to the start of any tenancy. The responsibility to obtain and renew this licence is the responsibility of the landlord.

GENERAL TERMS

You hereby agree with Silver Oak Property Limited:
To be liable to pay the fees and any other costs or charges agreed and incurred by us on your behalf.
To be liable to pay our fees and costs should a tenant be introduced by Silver Oak Property Limited and subsequently move into the Property.
That the security deposit will be protected in the Deposit Protection Service (DPS) Custodial scheme and held by DPS. At the end of the occupation contract, the parties will attempt to agree any deductions, and where agreement cannot be reached the matter may be referred to the deposit scheme’s dispute resolution process (ADR) or determined by the court.
Any advance rent payment will be held by Silver Oak Property Limited and released by BACS.
Silver Oak Property Limited reserves the right to appoint a contractor(s) if necessary, to carry out all the work(s) (e.g. gas safety certificate, etc.) at the landlord cost, other then any job over the rent amount which will have to be arrange and dealt by the landlord and pay for, by landlord directly to contractor(s).
Silver Oak Property Limited endeavours to appoint reasonable tradesmen at a reasonable price but is unable to guarantee the standard of workmanship or any liability arising thereof, although you retain the right to pursue any claim against appointed tradesmen for substantial work.
In the event of emergencies (such as major leaks, total loss of heating, or safety risks), Silver Oak Property Limited will make reasonable efforts to assist, including instructing contractors where possible. However, Silver Oak Property Limited does not offer a guaranteed 24/7 call-out service. Out-of-hours emergencies will be dealt with on a best-effort basis and may be limited by contractor availability or other operational constraints. Where immediate action is not possible, tenants may be advised to contact emergency services or qualified tradespeople directly, in accordance with guidance provided in their welcome information. The Landlord agrees to reimburse any reasonable emergency costs incurred to protect the property or ensure legal compliance.
You agree to fully and effectually indemnify Silver Oak Property Limited against all expenses and penalties that may be suffered as a result of the non-compliance of The Property to fire and appliance safety standards.
That Silver Oak Property Limited has the authority to sign all legal documents in connection with matters arising from this agreement on your behalf.
If you have signed this agreement away from Silver Oak Property Limited then you have the right to cancel this agreement within 14 days unless your property has been advertised on www.primelocation.com, www.onthemarket.com, www.silveroakproperty.com or www.zoopla.co.uk whereupon, we will have provided a marketing service and you will have no right to cancel.
You will comply with all applicable laws, regulations and enactments that apply to landlords and the letting of the property of the nature and type of property you wish to let. You will follow such good practices, policies and procedures that would be expected of a responsible, reliable and competent landlord.
You will supply Silver Oak Property Limited a minimum of three full sets of keys for properties under their Fully Managed package or one full set of keys for properties under their Letting the only package. If you do not comply and we have to get additional keys cut to enable you to comply with this obligation, the charge for the cost of the key cutting service will be recharged to you.

LIMITATION OF LIABILITY

Silver Oak Property shall not be held liable for any loss, damage, or delay arising from third-party contractors, legal changes, or unforeseeable circumstances beyond its reasonable control.

TERMINATION OF AGREEMENT SERVICE

Either party shall have the right to terminate this agreement if the other is in persistent or significant breach of any of its obligations under the agreement and fails to remedy such breach within 14 days of a notice being received.

Where agreement is entered into at a distance (for example online/email/telephone) or off-premises, the Landlord has the right to cancel within 14 days from the day after the agreement is entered into, without giving any reason.

Termination of Management Services

Either party may terminate this Agreement by giving the other not less than 30 days’ written notice.

Where the Landlord terminates the Full Letting and Management Service and the contract-holder introduced by Silver Oak Property Limited remains in occupation under an occupation contract, the Landlord must pay a termination fee equivalent to one month’s rent plus VAT (where applicable). This reflects that the Full Letting and Management Service includes a discounted tenant-find element compared with our standalone Tenant Find Service, and is intended to prevent fee avoidance where the Landlord continues to benefit from our introduction after ending management.

This termination fee will not apply if:

The contract-holder vacates the Property on or before the termination date;
The Property has been under Full Letting and Management by Silver Oak Property Limited for three years or more immediately prior to termination;
The Property is sold with vacant possession and the Landlord receives no ongoing rental income from the contract-holder.

Termination of Tenant Find Service

If the Landlord cancels this Agreement after a tenant has been found and accepted but before the tenancy starts, the full letting fee remains payable.

If the Services are fully performed within the cancellation period at the Landlord’s express request, the Landlord acknowledges that the right to cancel is lost once the Services have been fully performed.

If we fail to provide the required cancellation information, the cancellation period may be extended in accordance with the Regulations.

This cancellation section applies only where the Landlord is a ‘consumer’ for the purposes of the Consumer Contracts Regulations (i.e., an individual acting wholly or mainly outside their trade, business, craft or profession).

To cancel, the Landlord must inform us of their decision to cancel by a clear statement (e.g. email).

If the Landlord proceeds with a tenancy against Silver Oak Property Limited recommendation following referencing, Silver Oak Property Limited will not be liable for any future rent arrears, damage, or legal costs.

MARKETING MATERIAL

Agency “TO LET” or “MANAGEMENT BY” boards will be displayed on all properties. It's up to the landlord to specify other wishes. Please contact us if you prefer not to have any boards installed on your property at info@silveroakproperty.com. Silver Oak Property Limited retains the copyright in all advertising material used to market The Property and reserves the right to use these for marketing initiatives following the letting of The Property.

INCORRECT INFORMATION

You warrant that all the information you have provided to Silver Oak Property Limited is correct to the best of your knowledge. In the event that you provide incorrect information to Silver Oak Property Limited which causes a loss or legal action to be taken against Silver Oak Property Limited, you agree to indemnify and keep Silver Oak Property Limited fully and effectually indemnified in respect of any costs, liabilities, fees, disbursements and losses incurred as a result. The details you have provided in this agreement will be used in the preparation of your Tenancy Agreements. These are legally binding documents and Silver Oak Property Limited will not be held responsible for issues resulting from the provision of incorrect information.

COSTS

Fees and Charges
All fees are stated clearly and are exclusive of VAT, which will be charged at the prevailing rate where applicable. A full scale of fees is available at https://www.silveroakproperty.com/scale-of-fees . These fees are subject to periodic review, and any changes will be communicated in writing with a minimum of 30 days' notice.
The agreed advertised Fee is payable when a contract-holder enters into an occupation contract (and the occupation date/contract start date is agreed). The Fee is deducted from the first rent payment and the balance is transferred to your nominated bank account. The deduction includes any management charges due in the following month.
Any shortfall is invoiced to You directly and the balance must be paid prior to the tenancy start date.
All fees are fixed for the duration of the initial fixed term. The standard management fee is 10%, + VAT. Depending on the portfolio size, you may be eligible for an introductory offer or a reduced fee. Silver Oak Property Limited reserves the right to adjust the management fee up to the standard rate of 10% at any time with 30 days' notice to the landlord.
Silver Oak Property Limited reserves the right to amend quoted fees, including management fees or additional service charges, with a minimum of 30 days' notice provided in writing. Any changes will be communicated clearly, ensuring sufficient time for discussion or adjustments before the revised fees take effect.

PERFORMANCE OF THE AGREEMENT

You hereby authorise Silver Oak Property Limited to begin marketing the property immediately. Should you exercise your right to cancel the Agreement, you will be liable for reasonable expenses incurred before the cancellation. Should a let be agreed prior to cancellation and result in an occupation contract, the Fees would be due, notwithstanding the cancellation took place.

LEGAL NOTICES AND COMPLIANCE

Legal Notices and Possession Silver Oak Property Limited will prepare and serve legal notices relating to the occupation contract (such as notices to end a periodic contract or seek possession) only where the law permits and where the property is fully managed. Notices will be prepared in accordance with the Renting Homes (Wales) Act 2016, and only after all required legal documents have been correctly issued to the contract-holder (tenant), including but not limited to:

A valid Energy Performance Certificate (EPC)
Gas Safety Certificate (if applicable)
Electrical Installation Condition Report (EICR)
Written Statement of the Occupation Contract
Any applicable Welsh Government guidance issued from time to time relating to Renting Homes (Wales), where relevant/required.

The Landlord must ensure these documents are provided in full and on time if not arranged through Silver Oak Property Limited . Silver Oak Property Limited cannot be held responsible for delays, invalid notices, or possession proceedings that fail due to non-compliance with statutory requirements outside of its control. Rent Smart Wales and Licensing In accordance with the Housing (Wales) Act 2014, all landlords must be registered with Rent Smart Wales, and landlords who self-manage must hold a licence. Silver Oak Property Limited is fully licensed to carry out letting and management functions on behalf of landlords. If the Landlord is not licensed or registered, Silver Oak Property Limited will only proceed with services once legal obligations are met or delegated appropriately. It is the Landlord’s responsibility to ensure they remain compliant with any legal or tax obligations, including overseas landlord schemes, licensing, and insurance.

Court Proceedings and Eviction Silver Oak Property Limited does not provide legal representation or court advocacy. If court proceedings become necessary, the Landlord is responsible for instructing a solicitor or legal advisor. Assistance may be provided for an additional fee where applicable.

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Data Protection and Privacy (UK GDPR)

Silver Oak Property Limited processes personal data in accordance with the UK General Data Protection Regulation (UK GDPR) and the Data Protection Act 2018. Our Privacy Policy explains what we collect, why we collect it, how long we keep it, and who we share it with: https://www.silveroakproperty.com/privacy-policy

USING YOUR PERSONAL DATA:

Silver Oak Property Limited complies with the Data Protection Act 2018 and the UK GDPR. Client and tenant data is held securely and only shared for the purposes of service delivery.

Silver Oak Property Limited is committed to protecting your personal data in accordance with the UK General Data Protection Regulation (UK GDPR). Our practices are detailed in our https://www.silveroakproperty.com/privacy-policy .

The information we collect may include your personal information, such as your name, contact information, IP address, services selection and data required to perform our agreement with you. We collect personal information from you at different points, including but not limited to the following;

When we correspond with you as a customer or prospective customer
When you visit our website
When you contact us for help
When your personal circumstances have changed
For compliance with legal and regulatory requirements and related disclosures
For activities relating to the prevention, detection and investigation of crime
To send marketing communications where permitted by law. You can opt out of marketing at any time.

OUR USE OF YOUR PERSONAL INFORMATION

Our Company may use information that we collect about you to:

Deliver the products and services that you have requested
Manage your customer relationship and provide you with customer support
Perform research and analysis about your use of, or interest in, our products or services
Communicate with you about the services you have requested, and (where permitted) about our own services. We do not share your personal data with third parties for their own direct marketing unless you have asked us to do so.
Verify your eligibility to credit facilities
Enforce our terms and conditions

OUR DISCLOSURE OF YOUR PERSONAL INFORMATION TO THIRD PARTIES

We may share your personal information with third parties only in the ways that are described in this Privacy Statement:

We may provide your information to our partner insurers and service providers who perform functions on your/ our behalf.
We may provide your information to our service providers who perform functions on our behalf. Usually, our service providers sign a standard confidentiality agreement
In the event of a sale, merger, acquisition or business restructure, personal data may be shared with professional advisers and the prospective buyer (under confidentiality) for due diligence, and transferred to the new owner where lawful.
We may disclose personal data where required by law or where we have a lawful basis to do so (for example, to comply with a legal obligation, to respond to lawful requests, or to prevent and detect crime).
Other third parties with your consent or direction to do so

OUR SECURITY MEASURES TO PROTECT YOUR PERSONAL INFORMATION

Our systems have security measures in place to help protect information under our control from the risk of accidental or unlawful destruction or accidental loss, alteration or unauthorised disclosure or access

OUR USE OF COOKIES AND LINKS

Our web pages use ‘cookies’. Cookies are text files we place in your computer’s browser to store your preference. Cookies, by themselves, do not tell us your email address or other personally identifiable information unless you choose to provide this information to us by, for example, registering at one of our sites. However, once you choose to furnish the site with personal information, this information may be linked to the data stored in the cookies. We use cookies to understand site usage to improve the content and offerings on our site. We also may use cookies to offer you products or services. You have many choices with regards to the management of cookies on your computer. All major browsers allow you to block or delete cookies from your system. To learn more about your ability to manage cookies, please consult the privacy features in your browser.

OUR RETENTION OF YOUR PERSONAL INFORMATION

We will retain any personal information only for as long as is necessary to fulfil the business purpose it was collected. We will also retain and use your personal information for as long as necessary to comply with our legal obligations, resolve disputes, and enforce our agreements.

INTERNATIONAL TRANSFER OF YOUR PERSONAL INFORMATION

Where we transfer personal data outside the UK, we will ensure appropriate safeguards are in place (for example, UK adequacy regulations, the UK IDTA, or the UK Addendum to the EU Standard Contractual Clauses) or another lawful transfer mechanism under UK GDPR.

YOUR ACCESS TO AND UPDATING OF YOUR PERSONAL INFORMATION

You have rights under UK GDPR, including the right to access your personal data (subject access request). We will respond without undue delay and usually within one month. Requests can be made in writing or verbally. In certain circumstances we may refuse a request where an exemption applies; if so, we will explain why. You also have the right to complain to the Information Commissioner’s Office (ICO). We would appreciate the opportunity to address your concerns first.

CHANGES TO OUR PRIVACY STATEMENT

This Privacy Notice is subject to change. If we make changes to the Privacy Notice, we will update the date it was last changed.

CONTACTING US

If you have questions about data protection or wish to exercise your rights, contact: Silver Oak Property Limited, info@silveroakproperty.com
, 07595939335.

READ AS WELL

Complaints Procedure - https://www.silveroakproperty.com/complaints
Equality & Diversity Policy - https://www.silveroakproperty.com/equalitydiversitypolicy