Overarching standards of practice
16. You must conduct your business in a way that complies with all relevant legislation.
17. You must be honest, open, transparent and fair in your dealings with landlords and tenants (including prospective and former landlords and tenants).
18. You must provide information in a clear and easily accessible way.
19. You must not provide information that is deliberately or negligently misleading or false.
20. You must apply your policies and procedures consistently and reasonably.
21. You must carry out the services you provide to landlords or tenants using reasonable care and skill and in a timely way.
22. You must not unlawfully discriminate against a landlord, tenant or prospective tenant on the basis of their age, disability, sex, gender reassignment, marriage or civil partnership, pregnancy or maternity, race, religion or belief or sexual orientation.
23. You must ensure all staff and any sub-contracting agents are aware of, and comply with, the Code and your legal requirements on the letting of residential property.
24. You must maintain appropriate records of your dealings with landlords, tenants and prospective tenants. This is particularly important if you need to demonstrate how you have met the Code's requirements.
25. You must ensure you handle all private information sensitively and in line with legal requirements.
26. You must respond to enquiries and complaints within reasonable timescales and in line with your written agreement.
27. You must inform the appropriate person, the landlord or tenant (or both) promptly of any important issues or obligations on the use of the property that you become aware of, such as a repair or breach of the tenancy agreement.
28. You must not communicate with landlords or tenants in any way that is abusive, intimidating or threatening.
Some of these points are expanded in the later sections of the Code.