EmJen Estate Agents Code of Practice
This Code of Practice outlines the professional standards expected of all staff at EmJen Estate Agents. It reflects the Regulation of Property Agents (RoPA) Working Group recommendations, the Property Ombudsman Code of Practice and all relevant UK legislation.
General Conduct
All staff must demonstrate the highest standards of honesty, integrity and professionalism in every aspect of their work. We will always act in a fair, transparent and respectful manner towards clients, customers, colleagues and business partners. Staff must not engage in any behaviour that could damage the reputation of EmJen Estate Agents or the wider property profession. This includes avoiding misleading statements, aggressive sales practices, conflicts of interest and any form of discrimination or harassment. Professional conduct extends to communication, appearance, punctuality and adherence to company policies.
1. Professional Conduct
All staff must act with honesty, integrity and professionalism at all times. Staff must avoid misleading statements, aggressive sales tactics or any behaviour that could bring the profession into disrepute. We will always act in a manner that builds trust and confidence with clients and customers.
2. Duty of Care
We owe a duty of care to all clients and customers. We will follow lawful instructions, provide accurate advice and ensure our services are delivered with appropriate skill, care and diligence. We will always put the client’s best interests first while remaining fair to all parties.
3. Transparency & Accuracy
All property descriptions, marketing material and verbal information must be truthful, accurate and clear. Material information such as structural issues, tenure, charges or restrictions must be disclosed. We will never withhold information that could influence a buyer’s decision.
4. Conflicts of Interest
Any personal, financial or professional interest in a transaction must be declared immediately in writing. This includes referrals to connected companies. Where conflicts exist, we will manage them transparently and obtain informed consent.
5. Client Money Protection (CMP)
EmJen Estate Agents is committed to the highest standards of financial integrity and transparency.
All client money is protected in accordance with Client Money Protection regulations. All funds are held in a designated client account and never mixed with business finances. We are members of an approved CMP scheme. Accurate records are maintained and independently audited. Staff handling client money receive specialist training and strict internal controls apply. Receipts are issued for all payments and clients are informed of our CMP membership.
6. Data Protection & Confidentiality
We handle personal information in accordance with GDPR. Data is stored securely and only used for legitimate purposes. Confidential information is never shared without lawful authority.
7. Equality & Fair Treatment
We comply with the Equality Act 2010 and operate a zero-tolerance approach to discrimination. We actively promote inclusive service delivery.
8. Professional Competence
All staff must hold appropriate qualifications or be working towards them. Continuous Professional Development (CPD) is mandatory and recorded.
9. Complaints Handling
We operate a clear written complaints procedure. Complaints are acknowledged promptly and investigated fairly. We are members of an approved redress scheme.
10. Legal Compliance
We comply with all relevant legislation including AML regulations, Consumer Protection Regulations, GDPR and the Estate Agents Act 1979. Staff receive regular compliance training.
11. Marketing & Advertising
All advertising and marketing must be honest, accurate and not misleading. Property descriptions must reflect the true condition, size, tenure and features of the property. Photographs must not be digitally altered to mislead. Key information such as service charges, lease length, planning issues and restrictions must be disclosed. Floorplans must be accurate. Any incentives must be clearly stated.
12. Property Viewings
Viewings are conducted professionally and respectfully. Sellers’ property and privacy are always respected. Accurate information is provided to buyers.
13. Record Keeping
We maintain clear records of instructions, offers, negotiations and communications. Records are retained in line with regulatory requirements.
14. Accountability & Reporting
Staff must report any breaches of this Code. We cooperate fully with regulators and enforcement bodies. Disciplinary action may be taken where standards are not met.
