Property misdescription policy

How we describe a property

Descriptions are based on information supplied by the landlord or owner and on what can be seen at the property. We aim to describe a property fairly, including anything that a reasonable tenant would want to know before arranging a viewing, such as the type of property, the number and size of rooms, the layout, heating, parking, outdoor space, furnishing, and any shared facilities.

Where something is not known, we say so rather than guess. We do not describe a property as being something it is not, and we do not leave out an important fact in order to make a property look better.

What we check

• Details given by the landlord or owner are compared with what is visible at the property.
• Council tax band, when it is published, is quoted from the valuation listing rather than estimated.
• Rent, deposit, tenancy length and available dates are confirmed before publishing.
• Safety certificate dates and the energy performance rating are taken from the certificate itself, not from memory.
• Room dimensions are approximate and are labelled as such.
• Descriptions of works, improvements or planned maintenance are only included where the owner has confirmed them.

What is not guaranteed

A listing is a description, not a statement of fact or a warranty. Photographs show one moment in time and may have been taken before or after changes. Plans and dimensions are approximate. Tenants should satisfy themselves about any detail that matters to their decision, and should ask us about anything that is unclear before signing.

Telling us about an error

If you find something in a listing that you believe is wrong, email office@wolsleyletting.com with the property address, the detail you think is incorrect, and where you saw it. We will confirm receipt and tell you what we are doing.

What we do when something is wrong

• We correct the listing and any copies of it, including on portals, as soon as we can.
• We tell anyone who viewed or applied for the property while the incorrect detail was published, where we can contact them.
• We find out how the error happened and change the process so it does not repeat.
• Where someone has been materially affected, we consider a reasonable remedy, which may include an apology, a refund of a charge, or help with a tenancy that no longer suits them.

Complaints about a listing are handled under our complaints procedure, which sets out our timescales and how a complaint can be escalated.

Landlords and owners

Please give us accurate information about your property and tell us promptly when something changes, such as a repair, a new certificate, a change of rent, or damage. We rely on you for anything we cannot see for ourselves.