Display of Fees & Complaints Procedure



Sole Agency Fee 1% – 1.25% + VAT             = 1.2% – 1.5% inclusive of VAT
Multi Agency Fee 1.5% + VAT                        = 1.8% inclusive of VAT


Fully Managed 10% + VAT = 12% inclusive of VAT
Let Only  8% + VAT = 9.6% inclusive of VAT
Tenancy Renewal  6% + VAT = 7.2% inclusive of VAT
Prices below are inclusive of VAT at 20%:

Inventory/Schedule of Condition: 0-3 bed £195; 4+              £255
Check-out: 0-3 bed        £185               4+ bed                     £245
Electrical Installation Condition Report (EICR):                    £175
Gas Safety Check: £120; Boiler Service:                              £140
Energy Performance Certificate – EPC:                               £145

Duplication and testing of extra keys:                                   £40 per set
Hourly rate for other work:                                                     £30 per hour
Obtaining estimates and supervision of major works: 12% of cost of work
Redirection of mail overseas:                                               £120 per annum


The only payments in connection with a tenancy that you can be asked to make are:
• the rent
• a refundable tenancy deposit capped at no more than five weeks’ rent where your total annual rent is less than £50,000 or six weeks’ rent where your total annual rent is £50,000 or above
• a refundable holding deposit (to reserve a property) capped at no more than one week’s rent
• payments to change the tenancy when requested by the tenant, capped at £50, or reasonable costs incurred if higher
• payments associated with early termination of the tenancy, when requested by the tenant
• payments in respect of utilities, communication services, TV licence and council tax; and
• A default fee for late payment of rent and replacement of a lost key/security device giving



Havilands is a member of – NAEA Propertymark which offers Client Money Protection

Propertymark CMP Certificate 2022 :  Propertymark CMP Certificate – April 2022

Propertymark Conduct and Membership Rules :  Conduct-and-membership-rules


Havilands is also a member of the – Guild of Letting & Management

We protect tenants’ dilapidation deposits with the – Deposit Protection Service

Havilands is a member of a redress scheme – The Property Ombudsman


The business owner of Haviland Estates Ltd is:

Mrs Andre Chris

Legal documents may be served at 30 The Green, Winchmore Hill, London N21 1AY



We are committed to providing a professional service to all our clients and customers. When something goes wrong, we need you to tell us about it. This will help us to improve our standards.
If you have a complaint, please put it in writing, including as much detail as possible. We will then respond in line with the timeframes set out below (if you feel we have not sought to address your complaints within eight weeks, you may be able to refer your complaint to the Property Ombudsman to consider without our final viewpoint on the matter).
What will happen next?

• We will send you a letter acknowledging receipt of your complaint within three working days of receiving it, enclosing a copy of this procedure.

• We will then investigate your complaint. This will normally be dealt with by the office manager who will review your file and speak to the member of staff who dealt with you. A formal written outcome of our investigation will be sent to you within 15 working days of sending the acknowledgement letter.

• If, at this stage, you are still not satisfied, you should contact us again and we will arrange for a separate review to take place by a senior member of staff.

• We will write to you within 15 working days of receiving your request for a review, confirming our final viewpoint on the matter.

If you remain dissatisfied, you can then contact The Property Ombudsman to request an independent review:

The Property Ombudsman Ltd
Milford House
43-45 Milford Street
01722 333 306

Please note the following:
You will need to submit your complaint to The Property Ombudsman within 12 months of receiving our final viewpoint letter, including any evidence to support your case.
The Property Ombudsman requires that all complaints are addressed through this in-house complaints procedure, before being submitted for an independent review.