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Code of Practice

Membership of key governing bodies

Thornley Groves is voluntarily a member of key governing bodies associated with raising standards within the UK property industry.

This assures sellers, buyers, landlords and tenants that they will receive and benefit from the highest levels of customer service from us at all times.

Tenancy Deposit Scheme

Thornley Groves is a member of the Tenancy Deposit Scheme run by the Dispute Service.  This is a government approved deposit protection service for landlords, agents, and tenants.

If there are any disputes about deposits, the scheme will ensure that it is dealt with fairly and quickly by an Independent Complaints Examiner (ICE).

The Property Ombudsman scheme

Thornley Groves is a member of The Property Ombudsman (TPO) scheme which has been providing consumers and property agents with an alternative dispute resolution service since 1990.

The Property Ombudsman (TPO) is a government approved scheme which provides consumers with a free, impartial and independent alternative dispute resolution service.

National Association of Estate Agents

Thornley Groves are a voluntary member of the by the National Association of Estate Agents (NAEA).

All NAEA estate agents agree to comply with the professional standards outlined within the NFoPP Conduct and Membership Rules, demonstrating their dedication and commitment to higher standards within residential property sales.

ARLA

Thornley Groves is a member of the Association of Residential Letting Agents (ARLA), the UK's foremost professional body for letting agents

As an ARLA member, Thornley Groves agrees to comply with the professional standards outlined within the NFoPP Conduct and Membership Rules, demonstrating our dedication and commitment to higher standards within residential lettings

Consumer Codes Approval Scheme

The Consumer Codes Approval Scheme (CCAS) is governed by the Chartered Trading Standards Institute formed in 1881. CCAS aims to bolster consumer protection and improve customer service standards.

To join the scheme, members must complete the two-stage approval process which ensures the code sponsor will adhere to set code criteria including: 

  • the provision of clear pre-contractual information
  • protection of prepayments
  • monitoring procedures
  • independent dispute resolution schemes