Our licences, our memberships, and how to complain if we get it wrong
Rent Smart Wales (Wales)
Licensed agent, licence number [LR-00000-00000]. Verify at rentsmart.gov.wales. All staff carrying out lettings or management work in Wales hold current Rent Smart Wales training.
England: Right to Rent and the PRS database
Right to Rent checks are carried out by head office before every English tenancy. The Private Rented Sector Database opens from December 2026 and the landlord ombudsman follows; we register each landlord as the rollout reaches their area, as the Renters' Rights Act requires.
Client money protection
Member of [scheme name], membership [000000]. Certificate: download PDF. Client money is held in a designated client account.
Redress scheme
Member of [The Property Ombudsman / Property Redress Scheme], membership [000000]. If you're unhappy with our final response you can refer your complaint to them free of charge.
Insurance
Professional indemnity and public liability arranged through PolicyBee. Policy details on request.
Data protection
Registered with the ICO, registration [ZA000000]. Our privacy policy explains what we hold and why.
Deposit protection
Security deposits are registered with [DPS / TDS / mydeposits] within 30 days and prescribed information is served on every contract-holder.
Complaints procedure
Tell us
Email lettings@hellonewhome.co.uk with "Complaint" in the subject, or write to the office. We acknowledge within three working days.
We investigate
A senior member of staff not involved in the matter reviews it and replies in writing within 15 working days with our final response.
Independent review
If you're not satisfied, or eight weeks have passed, you may refer the matter to our redress scheme (details above). Their service is free.