Our Way

Our Way The Bradford & Howley Way

bradfordandhowley.com

Contents page BRADFORD & HOWLEY p02 p03 p04 p05 p06 p07

Who we are Our mission statement Our values Our 5 year vision Our progression chart Our benefits

SERVICE STANDARDS (SALES) p09 p10 p11 p12 p13 p14 p15 p16 p17 p18 p19 p20 p21 p22 p23

Applicant registration process Booking an exceptional valuation Applicant management Booking a viewing Attending a viewing Viewing feedback Dealing with sales offers Agreeing a sale Vendor updates Re-inspections Morning meetings Making the most of Saturdays Anti-money laundering Anti-money laundering continued Your monthly one-to-one

SERVICE STANDARDS (LETTINGS) p25 p26 p26 p27 p27

Booking a viewing Receiving an offer Accepting an offer Sending a lettings pack Handover to property management

Contents page FORMS p29 p30 p31 p32-33 p34-35 p36 p37-38 p39-40 p41 p42 p43 p44

Managers checklist Monthly progress report Application form Valuation form Offer form (Sales) Offer form (Lettings) Risk assessment form Notification of sale (NOS) Exchange form Withdrawn form Re offer form (Lettings) Money laundering report form

POLICY p46-48 Money laundering policy statement

Bradford & Howley

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Bradford & Howley - who we are

Andrew Bradford PARTNER

Andrew was born and raised in St Albans and attended Verulam Boys School and St Alban’s College before becoming an Estate Agent.

His 35 year career has been located in St Albans so along with his wealth of experience and infectious enthusiasm, Andrew is well placed to help people wishing to make their move.

Andrew now lives in Marshalswick with his wife Lorraine and their dog; Monty. You will also find him at Allianz Park cheering on Saracens rugby team at the weekends!

Liam Howley PARTNER

Liam was also born and raised in St Albans and whilst he studied in Leeds completing a degree in Geography, he returned home and has lived in the local area since.

Liam has over 25 years’ experience as an estate agent in the local property market and is recognised for his integrity and eye for detail. Liam prides himself on listening to clients’ needs to ensure they all receive an exceptional level of customer care.

Liam lives in Harpenden with his wife Kate, their son Harrison and Roxy the Cavapoo. With a passion for food and the great outdoors, he loves everything Hertfordshire has to offer.

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Bradford & Howley - our mission statement

Our mission is to be the Number 1 Estate Agent.

We will achieve this, growing our market share by delivering an exceptional service.

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Bradford & Howley - our values

PASSIONATE ABOUT PROPERTY Our team are passionate about property and have a genuine interest in selling and letting homes and providing exceptional services.

DETERMINED We have a desire to succeed, we are focused, organised and always embrace a challenge. We work hard and never give up.

CARING We are open minded and understand the individual needs of our clients. We are grateful for all the business we do and genuinely care about our clients and our colleagues.

EXPERT Our intimate knowledge of the local property market and area ensure that we always give the best advice to our clients in a professional manner.

EXCEPTIONAL We take pride in going above and beyond in meeting the expectations of our clients and colleagues. This means we are the best in all that we do.

SUCCESSFULLY SELLING & LETTING We are motivated to succeed, to sell or let your home and provide you with a level of service you would happily recommend to family and friends.

We refer to the above as ‘Doing Things The Bradford & Howley Way’.

We pride ourselves on delivering exceptional service and believe that our values enable us achieve it. p4

Bradford & Howley - our 5 year vision

Our vision for the next 5 years to 2029 St Albans, Marshalswick & Harpenden sales

St Albans - 17% market share Marshalswick - 25% market share Harpenden - 10% market share

Lettings

Increase our managed portfolio to 350 properties

Mortgage income

65% of our sales will have a mortgage introduced by Bradford & Howley

New homes

Build and establish a profitable land and new homes department

Conveyancing

Grow our network

75% of sellers using our sales ready model 75% of buyers use our panel of conveyancers

Grow our coverage to 5 offices

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Bradford & Howley - our progression chart

Sales / Lettings

Partner

Associate Partner

Branch Manager Sales / Lettings Manager Sales / Lettings Assistant Manager Senior Sales / Lettings Associate Sales / Lettings Associate / Viewing Guide

Trainee / Apprentice

Support

Associate Partner Head of Department / Partners PA Senior Administrator / Senior Sales Progressor

Sales Progressor Administrator / Client Services Associate

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Bradford & Howley - our benefits

OUR BENEFITS u

Annual meeting with the Partners to review progress and look at opportunities for progression

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Day off for your birthday

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Holiday increases to 25 days based on length of service.

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Carry over three days (pro rata) of your holiday entitlement to the next year. Up to a maximum of 30 days per annum Complete level three qualification and receive a £500 bonus Ideas – Send us your ideas, via email, based on how to generate more business or save the company money. Discretionary reward for the best ones

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Employee of The Month

– Partners’ choice

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discretionary award

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Discretionary Bonus - depending on company performance

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Partners’ Pizza

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Fresh Financial - £15 per appointment, £25 per sign up on completion

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LFS £25 per instruction

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Reviews - £10 per 5 star google review

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Our Service Standards SALES

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Service Standard (Sales)

APPLICANT REGISTRATION PROCESS OUR AIM When clients are at home that night and look back on their experience with estate agents that day, they simply say “Bradford & Howley are the best!”

INTRO Make sure you are taking control of the call Thank them for calling u Tell them how long u Gain their agreement - ask them is this ok? u u

INFORMATION GATHERING PHASE u

Gain ALL their contact details

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Follow the Magnificent 7

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Put yourself in the right mind set to gather information

Build rapport and gain soft facts Listen a lot more – make listening noises and encourage them to open up – do not but in slow down – this will give you thinking time and allow you to SPOT OPPORTUNITIES and think about what to say next u Use the TONE OF YOUR VOICE to sound interested u Make constructive comments along the way but do not oversell at this phase u Recap all the information you have to show you have a real understanding of what they want and that you are best placed to help u u

NOW SELL Offer them other properties Push for the valuation u Ask for the mortgage appointment u Remember you can test close u DO ALL THE ABOVE USING THE INFORMATION YOU HAVE GATHERED u u

FINISHING THE CALL Tell them what you will do next u Tell them you will be wanting feedback and how important it is u Ask them if there is anything else you can help with u

AFTER THE CALL u u

Book any appointments ASAP Make the 24 hour follow up call

THIS IS TO BE DONE WITH ENTHUSIASIM & CONFIDENCE

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Service Standard (Sales)

BOOKING AN EXCEPTIONAL VALUATION u

Stand up and greet / smile

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Thank them for contacting us

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Explain to them what we need to do and how long it will take

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Ask is it Sales or Lettings or both

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Ask for their names. Make sure we get all names and initials, check spelling

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Ask for the property address

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Ask for a correspondence address

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Obtain more than one telephone number

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Ask for their email addresses

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Ask open & TED questions to describe their property

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Find out why they are moving – Can we help. Use our office network IF MOVING LOCALLY MAKE SURE WE REGISTER THEM FULLY AS A BUYER AND SEND SUITABLE DETAILS

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Obtain their expectation on price

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Find out how quickly they would like to move

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Find out when they would like to start marketing. (This will help you grade the valuation)

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Ask them to tell you what they like about Bradford & Howley

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If it is on the market, ask to following questions; - Who with - How long - How much / any offers - Why they are unhappy

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Have they had it valued recently - how did they feel

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Ask when they want us to visit. BOOK US IN, TRY AND BE LAST & REMEMBER TIME MANAGEMENT (HAT TRICK)

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Thank them again, tell them we look forward to helping them with their sale

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Add the market appraisal onto Reapit. Make sure we confirm in the diary so Acaboom pre-appraisal sent

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Valuer to call on the morning and introduce themselves

THIS IS TO BE DONE WITH ENTHUSIASIM & CONFIDENCE

p10

Service Standard (Sales)

APPLICANT MANAGEMENT The purpose of this is to ensure that all Sales & Lettings Associates follow the same method of making sure we deliver an exceptional service to all the applicants registered on our mailing list.

By keeping the level of applicants attributed to you at a manageable level then this Service Standard will be achieved and maintained.

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No more the 150 Applicants to be attributed to you at any one time

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Applicants are to be in 4 main categories;

- Normal - Hot - Vendors - PV’s (Potential Vendors) & MA’s (Applicants we have done Valuations for) u

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E  very time we get a New Instruction or a Price Reduction we will contact our applicants within 24 hours to inform them of the property and encourage a viewing When phoning out these properties we should go through the following order of priority;

- PV’s & MA’s - Vendors - Hot - Normal u

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Once the Secretaries have emailed round to say the New Instruction/Price Reduction are live the Associates are to email the properties to their own applicants PV, MA & Hot applicants are to be called on a weekly basis to see how the house hunting is going and to re visit all the opportunities PV & MA applicants that are on the system but not really motivated at this moment in time are to be clearly marked in CAPITAL LETTERS in the notes section. Then a date that they are going to be looking needs to be added and a dairy note made so no opportunity is missed. They are to stay on as a buyer so they are included in all mailings Normal applicants should be contacted twice a month to see how the house hunting is going and ensure we are making the most out of all the opportunities Inactive applicants are to be deleted. This way we will have a manageable database that works and will make us all more productive

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Service Standard (Sales)

BOOKING A VIEWING u

Obtain all the information (Qualification)

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If already registered check the information

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Check the properties they would like to view. Get the right address etc

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Offer them similar properties they may be interested in

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Ask what times they are looking to view. Obtain alternative times; this will stop the toing and froing. Remember they cannot see our diary. CLUSTER THE APPOINTMENTS

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Add the viewings to the computer immediately. Do not wait to do it later

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Offer them other services, do they need to sell? Do they want a mortgage?

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Telephone the vendor to make the appointment

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Telephone the buyer back to confirm – this is important as it allows you another opportunity to cross sell Confirm to all parties via an email For open houses where viewings have been booked far in advance. Send an email reminding them the day before All viewings are to be confirmed by the end of the working day. Nothing should be carried over

THIS IS TO BE DONE WITH ENTHUSIASIM & CONFIDENCE

p12

Service Standard (Sales)

ATTENDING A VIEWING PREPARATION u

Print out the day diary

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Gather all the property details together. Enough for each viewer

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Place all the relevant keys into a key bag

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Get copies of all the relevant viewing checklists

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Review the applicants file so you are aware of their key motivators, position and opportunities to cross sell

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Make sure you are aware of the vendors situation

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Make sure you are aware of other activity on the property; this will help you create some urgency

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Make sure you have mortgage material to give out

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Have the relevant forms in your folder; offer & valuation forms

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On Saturdays, the diary is to be done on a Friday night. Weekenders are to check their own diary in the morning If an open house is taking place; make sure a reminder text has been sent

ON THE VIEWING u

If you have not seen the property before, go in and have a quick look round

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Move any post away from the front door

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If necessary turn on lights and open up doors

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Keep the keys on you at all times

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Meet the buyer outside and introduce yourself

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Set the scene and give them a set of property details

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Before you enter, do you need to take off your shoes or give out blue overshoes?

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Take control of the viewing and give a guided tour

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Viewing order should be; Downstairs | Upstairs | Garden | End in their favourite room

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Ask them if they can see themselves living here. Do they want to make an offer?

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If they want a 2nd look round, let them look but stay close by

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Remember to offer other services

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If not suitable offer other properties

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Once the viewing has finished show them out and wish them a good day

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Go back round now and lock up. Leaving it as you found it

THIS IS TO BE DONE WITH ENTHUSIASIM & CONFIDENCE

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Service Standard (Sales)

VIEWING FEEDBACK u

All feedback to be obtained by telephone calls within 24/48 hours

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Inform buyers when making a viewing that you will be calling them after for their feedback

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Make sure when we are getting feedback we are drilling down for the real information.

We need to get constructive feedback for our vendors. Keep probing and ask why

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Overcome objections

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Find out the positives – what do they like about it

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Encourage Offers – How much do you think it is worth?

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Create Urgency – Scare them, how would they feel if they lost the property?

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If the applicant changes their requirements, make sure we update the applicant record

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Use this as an opportunity to cross sell our other services and spot opportunities

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Make sure all feedback is reported to the vendor in a realistic, positive manner with 24/48 hours

THIS IS TO BE DONE WITH ENTHUSIASIM & CONFIDENCE

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Service Standard (Sales)

DEALING WITH SALES OFFERS u

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All offers are to be taken using a yellow offer form, with the date the offer was submitted and declined updated on to the yellow form S  et the scene with the buyer. Tell them what you are going to do and how long it will take U  se this as an opportunity to check all the information we have for them on Reapit is correct. Do not assume, double check. Do we have all the names, the spelling is correct, all their contact details. Ask them to update you on their position and obtain their timescales N  ow ask them how much they would like to offer. Does this include anything, if so make sure it is written down and included on the notification of offer A  sk about finances. Can we help? If they have it all sorted make sure we get the brokers name, telephone number and email. If they have an agreement in principle (AIP), ask for a copy to be emailed over If this is a cash purchase inform them that we will need to see evidence and ask for the source of the cash H  ave they got a solicitor in mind? If so get the details. Sell the benefits of using one on our panel and send them a quote via Reapit M  ake them aware that if their offer is accepted, we will need to see their passport, driving license and proof of deposit

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T  hank them for the offer and tell them what will happen next

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A  dd the offer to Reapit immediately

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C  heck the chain and put all the details on the back of the offer form

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O  nce all the information is on the form. This must know be signed off by the manager or senior colleague R  eport the offer to the vendor by telephone. Email the offer letters to vendor & buyer with an appropriate short covering email. All offers must be reported to the vendor on the day they have been taken I f the offer is rejected once the buyer has been advised by telephone follow up with the rejected templated email via Reapit Then follow up to the vendor with the declined templated email via Reapit E  ach new offer will require new offer & declined letters to both vendor & buyer as appropriate and Reapit to be updated

THIS IS TO BE DONE WITH ENTHUSIASIM & CONFIDENCE

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Service Standard (Sales)

AGREEING A SALE u

Once the offer has been accepted, a notification of sale must be completed

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Obtain confirmation of the solicitors details for both parties

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Make sure all the mortgage details are on the form, including details of the mortgage advisor

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If a cash purchase, make sure we have evidence of the cash and know its source.

This must all be put on the file

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See original copies of ID for the buyer. Make sure signed, certified copies are on the file

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Make sure all chain details are on the NOS, this will help admin add it to Reapit

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Make sure details of timescales are added

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Make sure details of what is included in the price are on the form

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Price

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Once all complete. The Manager must sign this off and add to the spreadsheet

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Handover to admin and sales progression

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Sales progression to make intro calls with 48Hours

THIS IS TO BE DONE WITH ENTHUSIASIM & CONFIDENCE

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Service Standard (Sales)

VENDOR UPDATES

TO BE DONE TO ALL VENDORS EVERY TWO WEEKS THE PURPOSE The purpose of the Vendor Update is to show the client we have regular communication with them to update them on the marketing of their property and that we are taking proactive steps to get them sold. This will show them we have a good understanding of the market and build trust in all that we do.

AGREED STEPS u

Hold a register review at the end of your morning meeting (Keep a master so it can be reviewed)

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Decide who is best placed to make the call

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Have a plan for each property

- Price - Marketing

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- Hand Hold u

S  end a Rightmove report where required. This must be sent before the call and no later than 12pm

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Prepare for the call - Do you have all the information you will need?

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Make the call

Introduce the call, tell them you are calling to give them a property update and ask if now is a good time to talk u

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Set the Agenda

- Activity - viewings/number of buyers contacted etc - Marketing - Rightmove stats/social media stats etc - Way forward/price - Ask how they feel - Agree next steps u

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Make sure that all the notes are recorded onto Reapit, then copied and pasted onto an email that you end round to the sales team, highlighting any changes to be made & actioned by who Review the Vendor Updates in the next morning meeting, tick them off are they all complete.

Any clients we need to be concerned about as a team?

Remember the tone of your voice can make a big difference.

THIS IS TO BE DONE WITH ENTHUSIASIM & CONFIDENCE p17

Service Standard (Sales)

RE-INSPECTIONS PURPOSE Show the vendor we care Price adjustments / expectations u Retain stock u Has their situation changed u Review / refresh the marketing u Have a goal u

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WHEN 4 weeks after instruction u Look for other opportunities after this 

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PREPARE Comparables / try and see all vendors u Feedback / viewing levels u Rightmove stats / report u Property details u Client info – may need to update u Understand details of onward move / how can we help / take suitable property details with you u Take camera for reshoots u Take evidence of what has sold / be positive / show evidence / applicant levels / market activity u

ON RE-INSPECTION 3  0 – 45 minutes (Allow 1 hour in the diary) u S  et the scene / have an agenda u W  alk round with client u S  it down – discuss: - O  verall feedback - Online activity - How they feel - Go through comparable evidence / price adjustments - Make recommendations / adjusting price - Why they bought the property - Agree next steps u

FOLLOW UP u

2  4 hour follow up – by the person who carried out the re-inspection

THIS IS TO BE DONE WITH ENTHUSIASIM & CONFIDENCE p18

Service Standard (Sales)

MORNING MEETINGS OBJECTIVE The purpose of this service standard is to ensure that every member of the team is aware of what is happening within the branch and what their objectives are for the day.

The meeting should be motivational, focusing on the positives and have a clear plan to deal with any of the challenges. All team members should be clear on the branches and personal daily goals.

PREPARATION u

Bring all outstanding offers sheets

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Bring yesterday’s applicants

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Bring list of calls made - strong focus on calls made

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Be prepared to make a meaning contribution

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Know your numbers - apps, viewings, vals, FS, LFS

MORNING MEETING u

Follow the Morning Meeting Agenda

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Fill this out daily

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Review yesterday’s KPI’s

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Agree your goals for the day - Create Urgency

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Ask what went well yesterday?

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Ask what would make it better?

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WHAT MAKES A MORNING MEETING EXCEPTIONAL? u

Take accountability to complete the agreed tasks (Avoid Excuses)

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Share your successes with the branch and company

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Rotate the meetings

Remember this is more than a process, this is our chance to maximise the opportunities as a team.

THIS IS TO BE DONE WITH ENTHUSIASIM & CONFIDENCE

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Service Standard (Sales)

MAKING THE MOST OF SATURDAYS A PERFECT SATURDAY Morning meeting u Feedback u Vendor updates u Vendors to call u Web leads u Follow up mail out u Phone outs u Applicant follow up u General applicant updates u Canvassing u Tie up deals u Agree new instructions u Prospecting u Farm addresses u Update Rightmove account u

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Review personal performance

OUR AGREED SATURDAY STRUCTURE Morning meeting u Feedback u Reconfirm Sunday viewings u Go through vendors to call u Deal with web leads – Full time staff only

- Follow up mail outs – weekenders

- General applicant updates – weekenders

- Applicant follow up – full-time staff only

- Phone out New Instructions & Price Reductions u Vendor Updates – Ones we haven’t been able to contact u Canvassing – Mainly weekenders u Farm Addresses u Prospecting – full-time staff only u Update Rightmove account u

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Review performance

WE HAVE A REAL OPPORTUNITY ON A SATURDAY TO GET HOLD OF PEOPLE WE’VE NOT BEEN ABLE TO CONTACT DURING THE WEEK - LET’S ALL TRANSLATE THE GOOD WORK WE DO DURING THE WEEK TO OUR WEEKENDS! p20

Service Standard (Sales)

ANTI-MONEY LAUNDERING SELLERS u u

All sellers are to be ID’d at the time of Instruction We will do this by seeing the original forms of agreed ID. Copies must be taken, photographs are acceptable but copies must be placed on the file and scanned on to Reapit

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All copies must be stamped, signed, print name and dated by the Valuer as a true record

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We need copies for all owners of the property

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In the event of a Probate sale we will need copies of ID for all the Executors

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Certified copies by a solicitor or financial advisor will be acceptable

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In the event of a paper based version being difficult to obtain. Then an electronic version must be done and placed on file If the Valuer has any belief that the client may be a PEP then an electronic version must be done ASWELL All ID must be on file prior to the property going live

BUYERS u u

All buyers are to be ID’d at the point of a sale being agreed We must see original forms of agreed ID. Copies of these are to be taken and place on both the paper file and scanned on to Reapit

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All copies must be stamped, signed, print name and dated by the Associate as a true record.

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Certified copies by a solicitor or financial advisor will be acceptable

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In the event of a paper based version being difficult to obtain. Then an electronic version must be done and placed on file All ID must be in place before the Notification of Sale is issued

SOURCE OF CASH (BUYERS) u

I f the buyer is buying with all cash or has a substantial deposit, we must now ask for the source of the cash as well as having the evidence of cash on file

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We need to explain the reasons for asking and make comprehensive notes on file

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All notes regarding the source need to be entered on to the Notification of Sale

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A copy of this is to be scanned by admin on to the Reapit file

ANTI-MONEY LAUNDERING POLICY continued > p21

Service Standard (Sales)

ANTI-MONEY LAUNDERING (continued) REPORTING SUSPICIOUS ACTIVITY u

If you are concerned about any forms of ID, source of funds or general suspicious activity the you must report this to the Money Laundering Reporting Officer (MLRO)

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This is to be done confidentially using the company reporting form

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This will then be discussed with you by the MLRO

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If the MLRO is concerned then they will make their own decision and if required with fill out a Suspicious Activity Report (SAR) and file it with the National Crime Agency (NCA) You will not be aware if a report has been filed or not. The decision lies with the MLRO

TIPPING OFF u

If you do have any concerns re suspicious activity, at no point must this be discussed with the other party as this could be seen as Tipping Off

AGREED FORMS OF ID ONE OF THESE (Valid) u Passport u Photo Card Driving Licence u Armed Forces Card u Visa Card with photo issued by the Home Office PLUS ONE OF THESE (Within the last 3 months) u Utility Bill u Bank Statement u Council Tax u Driving Licence (if not used before) u Tax office correspondence

p22

Service Standard (Sales)

YOUR MONTHLY ONE-TO-ONE - BE PREPARED INFORMATION GATHERING u

Applicants

- Reapit Sales Daily Report

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Viewings

- Reapit Sales Daily Report

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Valuations Booked

- Reapit Sales Daily Report

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Sales, Units & £

- Month to Date

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Exchanges, Units & £

- Month to Date

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Exchanges, YTD

- Add this month’s numbers to last months

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Pipeline

- Month to Date

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Mortgage Appointments

- From Fresh Financial end of month email

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Google Mentions

- B&H Google Reviews

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LFS

- LFS Website, Reports, Instructions Listed

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Total Applicants - Reapit

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Total Applicants PV’s & MA’s

- Reapit

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Valuations carried Out

- Reapit Sales Daily Report

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Instructions - Instruction Spreadsheet

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Ave Fee - Instruction Spreadsheet

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Conversion Rate %

- Instructions/Valuations x 100

REVIEWING WHAT WORKED WELL & WHAT WOULD MAKE IT EXCEPTIONAL When reviewing these remember to be objective.

What Worked Well u Share examples of habits and behaviours in situations we may not have seen that you are really pleased with u

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What Would Be Exceptional How can you build on these habits and behaviours to be exceptional in the month ahead Our Values Demonstrate with examples and the outcomes of how you have lived our values Your Instruction & Valuation Targets Be brave and commit to the ones you are going to win, be ambitious with your targets Top Ten Hot Buyers Best to have a spread at different values and property types, you should always have 10 Action Points – THIS IS THE MOST IMPORTANT SECTION Agree and list the areas you are committed to working on. Push yourself and take personal responsibility for achieving these goals, keep in your blue folder & review weekly

THIS IS YOUR OPPORTUNITY TO WORK ON YOUR OWN PROGRESSION

p23

Our Service Standards LETTINGS

p24

Service Standard (Lettings)

BOOKING A VIEWING (LETTINGS) u

This is the same as booking a sales viewing on Reapit, call first to confirm with all relevant parties. If the property is currently occupied by a tenant make sure the tenants are aware of all viewings by phone and follow up with a confirmation email to all parties

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Obtain all the information (qualification)

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If already registered check the information

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Check the properties they would like to view. Get the right address etc

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Offer them similar properties they may be interested in

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Ask what times they are looking to view. Obtain alternative times; this will stop the toing and froing. Remember they cannot see our diary. CLUSTER THE APPOINTMENTS

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Add the viewings to the computer immediately. Do not wait to do it later

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Offer them other services, do they need to sell? Do they want a mortgage?

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Telephone the tenant or landlord to make an appointment. If vacant book and go

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Telephone the applicant back to confirm

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Confirm to all parties via email

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For open houses where viewings have been booked far in advance. Send an email reminding them the day before All viewings are to be confirmed by the end of the working day. Nothing should be carried over

THIS IS TO BE DONE WITH ENTHUSIASIM & CONFIDENCE

p25

Service Standard (Lettings)

RECEIVING AN OFFER (LETTINGS) u

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Take down full details of the offer on a Blue Lettings Offer Qualification Form, completing each section of the form, or if there is a language barrier use step two below You can use the “Lettings Offer Message” template in Reapit if there is a language barrier.

To find this right click letters on the lettings applicant, select template, select “Lettings Offer Message” Once you have all the details & information from the tenant concerning the offer they want to submit, find the applicant on Reapit and click on tenancy

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Select new offer

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Select the address of the property they want to offer on

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Add in the amount (£) of the offer made and save

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Click on letters select tenancy

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Click on lettings offer received tenant

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Complete details of the offer, save and email to tenant

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Click on letters select tenancy

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Click on lettings offer received landlord

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Complete details of the offer, save and email to landlord

ACCEPTING AN OFFER (LETTINGS) u

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Call the tenant to update them that the offer has been accepted and explain what will happen next. Which is they will receive two emails from us one containing the EPC and property details and one via Signature Sense with the documents they need to complete to proceed with the tenancy Follow up on the call by sending the “Lettings Pack” template. To find this right click letters on the lettings applicant, select template, and select “Lettings Pack”. WE MUST REMEMBER TO ATTACH THE PROPERTY EPC AND A SET OF THE LETTINGS PROPERTY DETAILS TO THIS EMAIL

p26

Service Standard (Lettings)

SENDING LETTINGS PACK VIA SIGNATURE SENSE u

Go to the Signatue Sense dashboard 1. Click new 2. Click new document 3. Title is the address of the relevant property click continue 4. Choose the correct Lettings Pack normal or guarantor 5. Add tenant details, click signatory type, click tenant. If more than one adult add additional signatory, add the relevant details 6. Add the property address they want to rent. Add in the holding monies (1 weeks rent) Save & Next 7. Review summary and continue 8. Send document details 9. You will receive an alert when the document has been completed by the tenant

HANDOVER TO PROPERTY MANAGEMENT u

u

u

Once the tenant has returned all the required information complete the handover form for Property Management Once we have completed the handover form and its been signed off, attach all the required information from the checklist with the handover form, scan and email over to Property Management. Only send over when we have all the required info Property Management will confirm when holding monies have been taken then pass the file to admin who can update Reapit accordingly

THIS IS TO BE DONE WITH ENTHUSIASIM & CONFIDENCE

p27

Forms

p28

Forms

MANAGERS CHECKLIST MANAGERS CHECKLIST (Please bring this form to weekly managers meeting)

MONTH: TASK – WEEKLY

Acaboom Up To Date – Post Valuations And Statuses Updated Applicants – Are We Following The Magnificent 7 & B&H Way Are We Doing Our Half Time Reviews Board Audit Canvassing – 10 Hours Per Week – Plus Check In With Jane Feedback Up To Date Follow Up’s Up To Date Google Reviews Up To Date Lead Pro Up To Date LFS – Check Completion Status Updated On LFS System Mailings – NI & PR Mailed Out / Followed Up Negs Buyers Top 10 Negs Instructions Top 10 Negs PV’s Top 10 – Hot Ones Called This Week Office Instructions Top Targets Office Tidy – Front And Back Office Pending Offers Up To Date Pipeline Review With Sales Progressor Price Reduction Targets Properties Of The Week For Social Media – 1-2 Per Week Re-Shoot Of Properties – Seasonal Updates

Who

Wk1

Wk 2

Wk 3

X

X

X

Wk 4

Review Applicants All Offices For The Last 7 Days For Missed Opportunities

Review Valuation Form 8/10 Or Better Rightmove – Listen To Some Recorded Calls Rightmove – Marketing / Swap Photo / Sticker Text

X

X

Rightmove Favourites Review – Lost Instructions – PV’s – Up To Date

Social Media Ideas To Annalee – 2 Videos Minimum Per Month Spreadsheet – Month To Date And NI All Up To Date Unconfirmed Viewings Up To Date Valuations – Are We Following The B&H Valuation Experience Valuation Chasing Up To Date – Within 24 Hours Vendor Updates Window Display / Property & Promo

X

X

TASK - MONTHLY Complete Monthly Progress Spreadsheet Team 1-2-1’s And Email Follow Up To AB & LH Remember Power Hours For Different Focus Points Vendors To Call/PV Review – Identify Hot List For Month Ahead Have Guild Magazines All Gone Out PV’s & MA’s Valuations

- Followed Up - Instructed - Number Lost

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Forms

YOUR MONTHLY PROGRESS YOUR PROGRESS Name:

Key Result Area

Applicants Viewings Valuations Booked Gross Sales # Gross Sales £ Net Sales # Net Sales £ Exchanges # Exchanges £ Pipeline £ Mortgage Appts Google Mentions LFS Instructions Total Number of Applicants Total Number of PV’s

Date: Target

Achieved

YTD

Valuations Instructions Ave Fee % Conversion Rates % WHAT WORKED WELL LAST MONTH

WHAT WOULD MAKE IT EXCEPTIONAL

p30

Forms

APPLICATION FORM

p31

Forms

VALUATION

struction Form

Sales And Lettings Property Information Form Sales

£

Date:

code:

Neg:

Grade:

Lettings

Valuation date:

Sales & Lettings Time:

Client full names:

Telephone numbers:

1:

Mr mobile:

2:

Mrs mobile:

Email 1:

Home:

Email 2:

Other:

Property address:

Correspondence address:

Postcode:

Postcode:

Please describe the property we are valuing for you Detached Semi Terraced

admin

End terrace

Yes

No

Bungalow

Yes

No

Extended

Yes

No

Yes

No

Flat

(Which floor)

Yes

No

How many years on lease

Years remaining

Yes No

Bedrooms

Garden

Approx size

Receptions

Garage

Kitchen/Diner

Parking

Bathrooms

Visitor parking

Additional notes:

Service charges/Ground rent

What is prompting the valuation? / Where? / Why?

Have you had it valued recently?

How did you feel?

Digital Signature

essment form valuer pleted by valuer chased by admin EP check by admin

What is important to you when selecting your agent?

Do you have a price expectation?

ignature by admin

Digital signature Tenant find

Unfinished

When would you like your property on the market?

How did you hear about Bradford & Howley?

Have you got the hat trick?

Pre-valuation checklist:

Are we seeing both decision makers?

Put on mailing list?

Timing – are we the first/last?

Sent full details?

Does the client know how long?

Valuation number?

Set to market appraisal on Reapit?

Confirmed & ticked in diary?

Next call date added?

Marketing consent confirmed?

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Forms

VALUATION Instruction Form Vendor / Landlord name & initials:

Asking / Guide price

£ Property address:

% Flat fee £

Fee

Date:

Sole agency

Client full names:

Joint agency

Postcode:

1:

Name of agent

Telephone numbers: Home: Mr mobile: Mrs mobile:

2:

Multi agency

Email 1:

Name of agent

Email 2:

Key number:

Other:

N

Property addres

Alarm code:

Email:

Vendor / Landlord address (if different)

Viewing notes:

Please describe the Detached

Postcode:

Semi

Occupier:

Marketing:

Name:

Board status updated on Reapit & ordered

Yes

No

Bungalow

Home:

Order quality brochure - by admin

Yes

No

Extended

Premium listing - by admin

Yes

No

Yes

No

Flat

Mrs mobile:

Featured property - by admin Make public on YouTube - by admin

Yes

No

Email:

Request social media post from marketing - by admin

Yes No

Mr mobile:

Terraced

Vendor’s plans:

EPC

Have already

Yes

No

Booked in

Yes

No

Available on register Yes

No

Arrange new Who

Yes

No

Yes

No

Invoice client Other

Date

Photos

AML & Digital Signature

B&H photos

B&H drone

Risk assessment form valuer ID completed by valuer ID to be chased by admin AML & PEP check by admin

Date

Digital signature by admin

B&H video

Bullet points – Sales / Lettings:

Lettings check list:

1:

LL Ts & Cs

2: 3: 4: 5: 6: 7: 8:

Service charges/Groun

What is prompting

Floorplan

Date

How many years on lea

Already signed

Send via post

Digital signature

Managed

Rent collection

Tenant find

Fee inc VAT

%

Are we seeing both dec

Joint

Name of joint agent

Furnished

When would you like

Have you got the h

Available from Sole

What is important t

Timing – are we the fi Part furnished

Unfinished

Does the client know h

p33

Forms

OFFER FORM (SALES) OFFER QUALIFICATION FORM Property Address:

Postcode

Applicant: Address:

APPLICANT TELEPHONE NUMBERS Home: Work: Mobile:

Email Vendor: Address: (if different)

VENDOR TELEPHONE NUMBERS Home: Work: Mobile:

Email Offer 1 Date: Time: Amount: £ To Include: SUBMITTED

Offer 2 Date: Time: Amount: £ To Include: DECLINED

SUBMITTED

Offer 3 Date: Time: Amount: £ To Include: DECLINED

SUBMITTED

Offer 4 Date: Time: Amount: £ To Include: DECLINED

SUBMITTED

DECLINED

Verbally __/__/__

__/__/__

Verbally __/__/__

__/__/__

Verbally __/__/__

__/__/__

Verbally __/__/__

__/__/__

Writing __/__/__

__/__/__

Writing __/__/__

__/__/__

Writing __/__/__

__/__/__

Writing __/__/__

__/__/__

Buyer knows we need ID

Buyer knows we need ID

Buyer knows we need ID

Buyer knows we need ID

THIS MUST BE COMPLETED FULLY AND SIGNED BEFORE SUBMISSION BUYERS POSITION

CONVEYANCING

FINANCIAL ARRANGEMENTS FOR PURCHASE

First Time Buyer

Applicant Quoted

Cash Buyer*

Nothing To Sell

Company:

FS appointment booked ____ /____/____ Lender: _________________ Rate:_____________

Sale Agreed House To Sell

Vendor Quoted

Type: _____________ Deposit: _________________

Company Move

Company:

Broker/Direct Name: ________________________

CHAIN DETAILS – PLEASE TURN OVER

Tel No: ____________________________________

CASH EVIDENCE OF SOURCE *Where has the cash come from: Gifted / previous sale / other___________________________________ Form of evidence __________________________________________________________________________ NOTES:

p34

Forms

OFFER FORM (SALES) BUYER:

CHAIN DETAILS – BOTTOM OF CHAIN

Sols inst: Yes/No

NOTES

Survey Date: / /

ADDRESS: AGENT: TEL NO: CONTACT: BUYER:

Sols inst: Yes/No

Survey Date: / /

Sols inst: Yes/No

Survey Date: / /

Sols inst: Yes/No

Survey Date: / /

Sols inst: Yes/No

Survey Date: / /

ADDRESS: AGENT: TEL NO: CONTACT: BUYER: ADDRESS: AGENT: TEL NO: CONTACT: BUYER: ADDRESS: AGENT: TEL NO: CONTACT: BUYER: ADDRESS: AGENT: TEL NO: CONTACT:

CHAIN DETAILS – TOP OF CHAIN

Approved by

Applicant Neg

MANAGER

Viewing Neg

p35

Forms

OFFER FORM (LETTINGS) Lettings Offer Qualification Form Date:

Neg:

Time:

Property Address: Postcode: Landlord:

Landlord Telephone Numbers

Address:

Home: Work:

Email:

Mobile:

Tenant:

Tenant’s Telephone Numbers

Address:

Home: Work:

Email:

Mobile:

Offer 1

Offer 2

Offer 3

Offer 4

Date: Time:

Date: Time:

Date: Time:

Date: Time:

Amount:

Amount:

Amount:

Amount:

Landlord Informed: In Writing:

Landlord Informed: In Writing:

Landlord Informed: In Writing:

Landlord Informed: In Writing:

THIS FORM IS TO BE FULLY COMPLETED BEFORE SUBMISSION TO THE LANDLORD

Tenant’s Situation Tenant 1 Occupation: Salary: Employer: How many years at the company: Self Employed: How many years accounts: Are you a UK Citizen?

If yes, skip next question.

Tenant 2

Misc Details Term of Contract: Move in Date: Furnished/Unfurnished: How Many Adults: How Many Children: Age of Children: Condition of tenancy:

Non UK Citizen Home Office Share Code: Disclose any Adverse Credit: Any Pets: Do you Smoke:

Approved

App Neg

View Neg

p36

Forms

RISK ASSESSMENT FORM MONEY LAUNDERING RISK ASSESSMENT – FILE NOTE This should be completed at the beginning of the transaction, during the transaction if anything changes and just before the transaction is completed. Assessment of risk should take both client and transaction risk into consideration and will dictate whether Standard or Enhanced Client Due Diligence (CDD) is required.

Property Address: __________________________________________________________________________ Buyer / Seller Name: _______________________________________________________________________ INITIAL ASSESSMENT OF RISK: Please note below reasons for your assessment:

SIGNED BY:

LOW (Standard CDD)

MEDIUM (Standard CDD)

HIGH (Enhanced CDD)

MEDIUM (Standard CDD)

HIGH (Enhanced CDD)

DATE:

INTERIM RISK ASSESSMENT – HAVE ANY LOW RISK FACTORS CHANGED? (Standard CDD) Please note below reasons for your assessment:

(If no, quick note stating as such, signed and dated – evidences that a review has been undertaken and consideration has been made)

SIGNED BY:

DATE:

FINAL RISK ASSESSMENT – HAVE THERE LOW BEEN ANY LAST MINUTE CHANGES THAT (Standard CDD) GIVE CAUSE FOR CONCERN? Please note below reasons for your assessment:

MEDIUM (Standard CDD)

HIGH (Enhanced CDD)

(Should be undertaken before monies are transacted/enter the client A/C)

SIGNED BY:

DATE:

If you have assessed the risk as high at any point during the transaction or have any reservations or concerns, please refer to the MLRO before continuing to act for the client.

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Forms

RISK ASSESSMENT FORM MONEY LAUNDERING RISK ASSESSMENT FORM The factors posed below should be considered when assessing the risk of the client and/or the transaction. Please use the notes column to summarise observations/assessment of risks involved where the issue is applicable to the client/transaction being considered. Not all questions will be relevant or applicable to all situations. Conversely, the questions outlined are nonexhaustive– there may be other pertinent risk factors which should be taken into account, dependent upon the nature of the client/transaction being considered

CLIENT RISK • • • • •

• • • • •

• • • •

•

•

STATUS OF CLIENT Is your client known to you personally/existing client, or new business relationship?

Has your client been introduced to you by a 3rd Party? Is S.17 reliance being used?

Is the instruction from your client channelled through a 3rd party? If so, why?

Is your client a politically exposed person?

If your client is not a natural person but rather a legal entity, do you have full visibility and ID&V of beneficial owners and directors / controllers?

FACE TO FACE CONTACT Have you met with your client face to face or is it a non-face to face transaction?

If non-face to face, are you comfortable there is a legitimate reason for this?

LOCATION OF CLIENT Where is your client based? Locally /UK/EU/other international location?

Are you aware of your client having any links to criminality?

Is your client based in a high risk jurisdiction or resident in/links to a sanctioned country?

ID & ADDRESS VERIFICATION Has your client provided acceptable standard ID and address verification?

Has your client provided acceptable non-standard ID and address verification?

If using s.17 reliance (obtaining certified copies of ID & address verification), have you been able to confirm the authenticity/professional status of the certifier?

Has your client been cooperative in the process or have they delayed providing ID and address verification / appeared reluctant to do so?

FINANCIAL PROFILE OF CLIENT Does the stated source of wealth / source of funds and the amount of money involved stack up with what you know of your client, for example given their age and occupation? (evidence of SoW required in high risk clients/transactions) Is your client involved in / run a high risk or high cash turnover business?

TRANSACTION RISK •

• •

•

• • • • • • • •

TRANSACTION TYPE Could the type of transaction be used for the purposes of money laundering or is it at a higher risk of money laundering?

- Eg, Will / Power of Attorney - lower risk - Estate Agency / Conveyancing / Commercial Property - higher risk Does the transaction make sense or is it overly complex given the underlying nature of the business being conducted?

Does it make sense that your client has asked your firm to carry out this type of transaction? (e.g. is it within your area of expertise/local geographical area?)

VALUE OF TRANSACTION Does the value of the transaction appear to fall within the financial means of your client, given their income and savings?

SOURCE OF FUNDS Is the source of funds clear and identifiable?

Are funds coming from a recognised financial/credit institution or are they personal funds?

Is any funding coming from overseas? Where from? Who from? Connection to client?

Are any of the funds being paid by a third party otherwise unconnected to the transaction?

Does your client seek to change the source of funds at the last minute?

Has your client paid excess funds into your client account? Why/How? DESTINATION OF FUNDS Has your client requested that free proceeds be paid to someone other than a lender or themselves?

Are free proceeds to be paid to an overseas account?

NOTES

NOTES

p38

Forms

NOTIFICATION OF SALE (NOS) NOTIFICATION OF SALE PROPERTY ADDRESS: VENDOR(S) DETAILS: Name:

Postcode PURCHASER(S) DETAILS: Name:

Address:

Address:

Postcode:

Postcode:

VENDOR(S) SOLICITOR DETAILS: Company: Contact Name (To include title): Full Address:

PURCHASER(S) SOLICITOR DETAILS: Company: Contact Name (To include title): Full Address:

Tel No: Email:

Postcode:

Postcode:

Tel No: Email:

LFS Instruction: Yes / No

LFS Instruction: Yes / No

SALE PRICE: £ SELLERS POSITION: BUYERS POSITION: FINANCIAL ARRANGEMENTS: TIMESCALES: ITEMS INCLUDED: OTHER INFORMATION:

APP NEG:

VIEW NEG:

INTERNAL USE ONLY ADDITIONAL SALES PROGRESSION INFORMATION: (Add these notes into Reapit) IS THIS A CASH PURCHASE

Yes

Where has the cash come from: *Gifted

If so:

No

*Previous Sale

*Other: _____________________________

*Source & evidence of funds provided / Gifted Letter: __________________________________________________ IS A MORTGAGE REQUIRED FOR THE PURCHASE Yes

No

If so: Direct with bank

Lender: ________________________________________________

Via a broker

Deposit*: £ ___________ /__________%

*Source & evidence of deposit funds: _____________________________________________________________ Broker Company Details: _________________________________

Telephone: ________________________

Contact Name: _______________________________ Email: _________________________________________ Has the broker confirmed client can proceed with this purchase

Evidence Provided: __________________

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Forms

NOTIFICATION OF SALE (NOS) BOTTOM OF THE CHAIN PROPERTY: (Incl. postcode) AGENT: (Including Area)

Contact Name:

Phone No:

BUYER:

V EN DO R :

PROPERTY: (Incl. postcode) AGENT: (Including Area) Contact Name:

Phone No:

BUYER:

VENDOR:

PROPERTY: (Incl. postcode) AGENT: (Including Area) Contact Name:

Phone No:

BUYER:

VENDOR:

PROPERTY: (Incl. postcode) AGENT: (Including Area) Contact Name:

Phone No:

BUYER:

VENDOR:

NEGOTIATORS TO CHECK REAPIT BEFORE TICKING OFF THAT WE HAVE THE FOLLOWING: Agency Agreement Property Information Questionnaire All Chain Details Completed Above EPC Ask for Google Review: Buyer: Seller: Change board from For Sale to Sold: Request a Sale Agreed board: Is this property buy-to-let: MANAGER SIGN OFF: ___________________________ DATE:

___________________________

Vendor MLRA All Vendors Photo ID & Proof of Address Buyer MLRA All Buyers Photo ID & Proof of Address

ADMIN: HAS THE BUYER BEEN MARKED AS INACTIVE ON REAPIT TICK INCLUDE IN PIPELINE NEXT TO ACCEPTED STATUS VENDOR PEP CHECKS CARRIED OUT BUYER PEP CHECKS CARRIED OUT ADD CHAIN DETAILS TO REAPIT ADD BROKER / MORTGAGE DETAILS ONTO REAPIT COMPLETE THE CHECKS FOR BUYERS SCAN & SAVE THIS NOTIFICATION OF SALE ONTO REAPIT

p40

Forms

EXCHANGE FORM

ACCOUNTS REQUEST FORM Branch: Chequer Street

Harpenden

Marshalswick

Property Address: Post Code: Vendors New Address: Post Code: Vendor - Create task for day of completion to update vendors new address - if staying local to set to pre-appraisal and add anniversary to call date.

Is this a buy to let property?

Yes* / No Buyer - Create task for day of completion to update buyers new address - if they are moving in set to pre-appraisal and add anniversary vendor to call date. *If buy to let, set up as lettings pre-appraisal landlord to call.

Sale Price: £ Commission:

Invoice Number: %

Fixed Fee £ Deduct From Gross

Is there an EPC payment due?

or Net

£

Discount / Reduction Applicable: Y es

No

£

Create a charge via Reapit if applicable and add to final account

Completion Date:

N/A

Date added to Reapit

Sales Progression Do we have a set of keys for completion? Yes / No Add completion date into the Reapit diary Vendor & Buyer MLRA Forms updated & emailed to Admin

Key No.

Negotiator Ask vendor for SOLD board if we don’t already have one Send email to buyer and seller asking for a Google Reviews Admin Save Final Vendor & Buyer MLRA Forms on Reapit – Under Pre-Instruction Checks (Vendor) & 7 of 7 checks (Buyer) Signed by Manager: ________________________

Date: ______/_______/_______

p41

Forms

WITHDRAWN FORM Withdrawal Form Property Address: Postcode: Reason For Withdrawal:

Yes/No Have we spoken to the Vendor?

Does the Vendor still intend to sell?

Who are they planning to use?

Notice Requested in Writing?

Does a 14 day cooling off period apply?

If yes, does admin need to raise an invoice?

How much £ ______________

If staying put, are they interested in a Re-Mortgage?

If vacant can lettings help?

Withdrawal Letter & Viewing list sent from Admin Arrange for the board to be collected?

Add Next Call Date into Reapit

Date to be entered: __________

Change status to Withdrawn on Acaboom

Suggested Action to keep Instruction:

Authorised By: _______________________________________ Manager/Partner

p42

Forms

RE OFFER FORM (LETTINGS)

Lettings Re Offer Property: Post Code:

Available From: Price: Branch:

Chequer Street

Are there tenants in the property:

Harpenden

Yes

No

If yes have we spoken to them to agree access?

What was agreed / Viewing Notes: Negotiator: Current Tenants Details Name:

Name:

Telephone No.

Telephone No.

Email:

Email:

Details added onto Reapit if applicable Have we got or arranged for keys to come back Ordered a To Let Board Do we need to take new photos Does the property have a floorplan Does the property have a video Description & bullet points up to date Does the property have a valid EPC Is the EPC rating an E or above Does it have the property Information added in rooms Do we have current signed Landlords T’s & C’s Status changed to “To Let – Available” Update Portals Signed: _______________________

If not speak with LL

Date: __________________________

p43

Forms

MONEY LAUNDERING REPORT FORM

Anti-Money Laundering Reporting Form In the event of Suspicious Activity fill out this form and pass over to The Money Laundering Reporting Officer Reported By: Date: Name of Buyer/Seller: Related Property: Price: Details of your Concern

Signed by Neg:

Signed by MLRO

Action taken by MLRO:

p44

Policy

p45

Policy

MONEY LAUNDERING POLICY STATEMENT

Money Laundering Policy Statement – ST ALBANS BRADFORD & HOWLEY ST ALBANS (Bradford Howley LLP) is committed to ensuring that it has adequate controls to counter money laundering activities and terrorist financing activities, in line with Money Laundering Regulations 2007 and the 4th Money Laundering Directive 2017.

All offices of BRADFORD & HOWLEY ST ALBANS (Bradford Howley LLP) are registered with HMRC for antimoney laundering supervision under the Money Laundering Regulations 2007.

Risk sensitive policies and procedures have been established in order to anticipate and prevent money laundering and terrorist financing.

A risk sensitive or risk-based approach is where businesses assess the risk of customers laundering money through their business. Whilst BRADFORD & HOWLEY ST ALBANS (Bradford Howley LLP) take the starting point that most customers will not launder money we do identify criteria that may indicate a higher risk of money laundering – e.g. where there is no face-to-face meeting to establish identity.

BRADFORD & HOWLEY ST ALBANS (Bradford Howley LLP) is committed to staff training in anti-money laundering legislation and this is also covered as a part of the induction of all new staff.

BRADFORD & HOWLEY ST ALBANS (Bradford Howley LLP) has a Money Laundering Reporting Officer, Andrew Bradford, whose responsibility is to receive internal reports and who will forward reports to NCA as necessary. His Deputy is Liam Howley.

Adherence to the “Due Diligence” identification procedures on every occasion will mitigate the risks of the business being used to launder money or fund terrorism.

It is BRADFORD & HOWLEY ST ALBANS (Bradford Howley LLP) policy that all vendors and purchasers must be identified fully with a minimum of two forms of ID, evidence of identity being photographic and also evidence of residence e.g. a utility bill dated in the last three months.

Alternatively, an approved online money laundering check must be made with an approved supplier.

Should a face to face meeting not take place then enhanced due diligence procedures will need to be adopted by asking for additional information or evidence to establish the customer’s identity, and ensuring that the documents supplied are certified. It would also be prudent to ensure that any first payments are made to a bank account in the customer’s name.

If the verification of the customer’s identity is done by documents this should be based on: A government issued document with the customer’s full name and photo with either the customer’s date of birth or residential address such as: • • • • •

a valid passport a valid photo card driving licence a national identity card a firearms certificate an identity card issued by the Electoral Office for Northern Ireland

p46

Policy

MONEY LAUNDERING POLICY STATEMENT

Where the customer doesn’t have one of the above documents, or the customer doesn’t meet the criteria in our risk assessment, we will require the following: •

a government issued document (without a photo) which includes the customer’s full name and also secondary evidence of the customer’s address, for example an old style driving licence or recent evidence of entitlement to state or local authority funded benefit such as housing benefit, council tax benefit, pension, tax credit

•

secondary evidence of the customer’s address (not downloaded from the internet) for example a utility bill, bank, building society or credit union statement or a most recent mortgage statement

For customers other than private individuals For customers who are not private individuals, such as corporate customers and private companies, the business must obtain information that is relevant e.g. company registration number, registered address and evidence that the individuals have the authority to act for the company – a search at Companies House will reveal details of directors and company secretary.

The above requirements for documentation will be applied to all shareholders holding 25% or more of a business.

Suspicious Activity Reporting

A report should be made if a member of staff/ the nominated officer thinks that there is a possibility, which is more than fanciful, that a person is or has been engaged in money laundering or terrorist financing.

The report should be made to the BRADFORD & HOWLEY ST ALBANS (Bradford Howley LLP) Money Laundering Reporting Officer who, should they be satisfied that there are grounds to suspect money laundering or terrorism, will make a Suspicious Activity Report (SAR) to the National Crime Agency (NCA)

What is Suspicious Activity?

This list is by no means exhaustive but includes:

New Customers:

Reluctance to provide details of their identity Customer is trying to use intermediaries to hide their identity or involvement There appears to be no genuine reason for the customer using the business’s services

Regular/Existing Customers: Money is paid by a third party who does not appear to be connected with the customer The customer requests payment to a third party who has no apparent connection with the customer A cash transaction is unusually large and the customer will not disclose the source of funds.

A transaction is carried out for less than market value with an unconnected person Should a report be made then it is important that this fact, and any information about the transaction in question, is kept confidential

p47

Policy

MONEY LAUNDERING POLICY STATEMENT

Record Keeping The following records are required to be kept for 5 years: Copies of, or references to, the evidence obtained of a customer’s identity for five years after the end of the customer relationship, or five years from the date when the transaction was completed.

Supporting records relating to a customer relationship or occasional transaction for five years from the date when the transaction was completed.

The purpose for keeping these records is to demonstrate the business’s compliance with the regulations and to aid any resulting investigations.

Staff Questions Should a member of BRADFORD & HOWLEY ST ALBANS (Bradford Howley LLP) staff have any questions regarding Money Laundering Regulations and BRADFORD & HOWLEY ST ALBANS (Bradford Howley LLP) procedures, these should, in the first instance, be addressed to the company Money Laundering Reporting Officer.

p48

Our offices

HARPENDEN 42 High Street, Harpenden, Hertfordshire, AL5 2SX Sales 01582 769966

Lettings 01582 769966

Email harpenden@bradfordandhowley.com

MARSHALSWICK 5 The Quadrant, Marshalswick, St Albans, Herts AL4 9RA Sales 01727 856999

Lettings 01727 898155

Email marshalswick@bradfordandhowley.com

ST ALBANS 8 Chequer Street, St Albans, Hertfordshire, AL1 3XZ Sales 01727 898150

Lettings 01727 898155

Email stalbans@bradfordandhowley.com

bradfordandhowley.com