Agency Code of Practice

This Code sets the benchmark for professional conduct expected of all letting agencies operating on the NEXUS marketplace. By listing with NEXUS, every agency agrees to these standards.

1. Honesty & Transparency

Agencies must present all property information truthfully and without omission. Rent prices displayed must be the full amount payable — no hidden fees, no undisclosed mandatory add-ons. Any special conditions (minimum term, deposit requirements, guarantor rules) must be clearly stated in the listing.

2. Fair Tenant Treatment

All prospective tenants must be treated equally and without discrimination. Agencies must comply with the Equality Act 2010. Holding deposits must not exceed one week's rent, and security deposits must not exceed five weeks' rent (or six weeks if annual rent exceeds £50,000), in accordance with the Tenant Fees Act 2019.

3. Deposit Protection

All tenant deposits must be registered with a government-approved deposit protection scheme (DPS, MyDeposits, or TDS) within 30 days of receipt. Tenants must be provided with prescribed information about where their deposit is protected.

4. Right to Rent Compliance

Agencies must conduct Right to Rent checks on all prospective tenants before a tenancy agreement is signed, in accordance with the Immigration Act 2014. Records must be kept for the duration of the tenancy and for one year thereafter.

5. Maintenance & Repair Obligations

Agencies acting as property managers must ensure that all repair requests are responded to within 48 hours and that emergency repairs (loss of heating, water, or security) are addressed within 24 hours.

6. Dispute Resolution

In the event of a dispute, agencies must engage in good-faith resolution through their designated redress scheme. NEXUS reserves the right to suspend listings from any agency that repeatedly fails to resolve disputes fairly.

7. Enforcement

Breaches of this Code may result in listing suspension, removal from the NEXUS marketplace, and referral to the relevant redress scheme or trading standards authority. We take every breach seriously.