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RENT AND LEGAL PROTECTIONAGENT USER GUIDE

The Landlord Hub is a trading name of Let Insurance Services Limited, an independent intermediary authorised and regulated by the Financial Conduct Authority. The company is entered on the FCA register (www.fca.org.uk/register) under reference 474985. Let Insurance Services Limited is registered in England and Wales Registration No. 06413754. The registered office is at Wessex House, Upper Market Street, Eastleigh, Hampshire, SO50 9FD. The Landlord Hub Ltd is an Appointed Representative of Let Insurance Services Ltd. The Landlord Hub Ltd: Registered in England No. 8403543. Registered office: 7a Axon, Lynchwood Business Park, Peterborough PE2 6LR.

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CONTENTS

Rent and Legal Protection Product Overview 1

Features And Benefits 2

How To Log In 3

Adding a Landlord’s Interest 4

Choosing The New Monthly Paid Option 6

What Happens When The Interest Ends 6

How To Cancel An interest 6

How To Make A Claim 7

How To Access Your Invoices 8

Our Contact Information 9

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RENT AND LEGAL PROTECTION

Product OverviewWe know that if a tenant stops paying their rent, it not only causes headaches for the landlord but also for you as their letting agent as it often means your management fees are affected. Our Rent and Legal Protection product has been designed for letting agents who want more control over the protection of their management fees and want to offer their landlords a hassle-free way of protecting their rental income.

We’ve created a simple pricing structure which gives you the flexibility to either;

Make moneyYou can offer the product to your landlord for a fair and reasonable price. You may, for example, want to charge your landlord £40 on top of the price we charge you which still makes the product competitive, but you then receive an income from offering the service.

Entice new landlordsYou may choose to offer it free or free for a short time as a promotion to new landlords.

Package the product within your managed or rent collect servicesIncrease the percentage you charge when incorporating the Rent and Legal Protection interest.

This product is set up in your name and belongs to you; you pay the premiums and you are responsible for keeping the property details up to date and submitting any claims. Claims cannot be submitted by the landlord. In order to add a property, you simply have to add it and the landlord’s interest, and issue them with an acknowledgement that this is what you have done. You can easily do this online at any time and this guide will show you how.




FEATURES AND BENEFITS At A Glance

FEATURE RENT AND LEGAL PROTECTION

Repossession - To gain possession of the property from the tenant

Payment of rent arrears whilst tenant still occupies property Unlimited*

Payment of rent after vacant possession - If property damage needs repairing

75% of rent for a maximum of 2 months or until property is re-let -

whichever is soonest

Eviction of squatters - evicting someone who is in the property without permission

Covers any breach of tenancy, including anti-social behaviour

Covers the property not the tenant

6, 12 or 1 month periods available

Nil Excess

Legal Assistance up to £75k

Period in which you have to make a claim Up to 45 days

Transferable between tenancies

Claims Exclusion period if tenancy has started 30 days

Hotel expenses - £150 per day for up to 30 days

Storage costs - £10 per day for up to 4 weeks

Legal assistance against someone who damages the landlords property For property damage over £1,000

Legal defence for landlords

Telephone helpline inc. Legal Advice/Domestic assistance/Counselling

Covers rents up to Up to £8,000 per month

*maximum level of indemnity £75k



HOW TO LOG IN

Just go to http://insight.landlordhubcustomer.com to log in to access the Rent and Legal Protection insurance system.

You will need to login. If you previously had access to the system just use the same email address and password. If you don't already have access, please contact us to arrange this for you.

If you can’t remember your password, click ‘Forgot Password’ and you will be sent a link to reset your password.

Enter your email address and password and click ‘Sign In’.




ADDING A LANDLORD’S INTERESTPlease follow the steps outlined below:

You see a list of all the interests you’ve added to date and their status.

Then select the office you want to add the interest to.

Select ‘Rent and Legal Protection’ from the left menu and select the sub-menu ‘Manage Interests’.

Click the ‘+ interest’ button in the top left corner.



You can then download a copy of the Acknowledgement of Interest and send it to the landlord by clicking 'Email Landlord' from the 'Communications' section on the left-hand side.

You’ll need to either select a property

you have previously added, or enter

a new property's details. If you select

an existing property, the landlord details

will automatically be assigned so you just

need to click 'Save changes' to finish.

If you've added a new property, you’ll also then need to either select an existing landlord or enter the details of a new landlord. Don't forget to click 'Save Changes' at the bottom when you're finished.

Enter the monthly rent of the property, how long you want to

add the interest for and the date you want to add the interest

from. The end date of the interest will then automatically populate. Once you've entered

all the details click 'Set Policy Live' to start the interest.




CHOOSING THE NEW MONTHLY PAID OPTIONWe have added a unique feature to our Rent and Legal Protection product; you can now pay for it on a monthly basis.

If you choose this option you will be invoiced on a rolling monthly basis for each property you have selected with an interest period of ‘1 month’ and we will continue the interest and invoice you each month. This allows you to better manage your cashflows as you pay a smaller amount each month. You can cancel the interest at any time if you no longer want to include the property and your payment for the next month will not be collected.

Please be aware that the cost of the interest is payable from the start date of the interest period, however we will invoice you for this in arrears at the start of the following month. All monthly interests are charged at the full monthly fee and are not pro-rata. If the interest is cancelled midway through the monthly interest period you will not receive a refund. Cover also cannot be back-dated.

WHAT HAPPENS WHEN THE INTEREST ENDSYour interests will all be set to automatically continue so you won't need to do anything further at the end of the interest period and you will automatically be invoiced at the start of the following month.

If you would prefer to manually continue your interests, please contact us to request this change. You can check which method is current applied to your interest within the system:

Select ‘Rent and Legal Protection’ from the top menu and select the sub-menu ‘Manage Interests’.

To view your current default setting, click the dropdown arrow labelled 'Switch interest continuation preferences'.

PLEASE NOTE: If you change your preference and click 'Switch' your settings will not have been updated. You must contact us.Don't forget, if you choose to manually continue the interest you

must log in shortly before each interest is due to end and manually set them to continue.



HOW TO CANCEL AN INTERESTIf you would like to cancel a monthly interest, you can easily do this from within the system. However please be aware if you cancel the interest mid-way through the month you will still be billed for the entire period.

HOW TO MAKE A CLAIM

Telephone 0344 770 1079 Lines are open Monday to Friday 9am - 5pm

Email [email protected]

You should telephone the claims line number and quote –”The Landlord Hub” to report your claim.

A claim form will be sent out to you by e-mail, fax or post within 24-hours. Alternatively, you can also access the claim forms online.

If you haven’t previously accessed the site, you will need to create a new account by visiting https://informationcentre.arclegal.co.uk/Register.aspx

Once you are logged in, go to http://www.arclegal.co.uk/informationcentre/index.php and click ‘Submit Claim Form & Upload Documents Online’.

Select ‘Rent and Legal Protection’ from the top menu and select the sub-menu ‘Manage Interests’.

Next, click the 'Edit' button for the interest you want to cancel.

You'll be taken to the Manage Interest page for that property.

Under the 'Policy Details' section, there will be a red 'Cease' button.

Click on this button to stop the interest immediately.

Please note that if you wish to cancel a 6 or 12 month interest,

you must contact us to request this and you

will not be eligible for a refund.




HOW TO ACCESS YOUR INVOICESWithin the system you can view invoices for the services you receive from us including:• Referencing invoices• Landlord’s Rent & Legal Protection Invoices• Rent & Legal Protection invoices• Landlords Rent & Legal Protection Commission statements• Landlords Rent & Legal Protection monthly statements

Whilst we hope this quick and easy access is more convenient for you, please do not hesitate to get in touch with us on 01733 396015 or [email protected] should you require any help with your invoices or if you have any questions about your statements.

To access your invoices, go to the select 'Accounting' from the left menu and click 'Manage Invoices'.

You can filter your invoices by type using the 'Invoice' filter (see table below), by agent if you have access to multiple branches' invoices, list by date, or filter by status.

We use different codes to categorise your invoices, based on the service they relate to:

Invoice starts with Invoice type DescriptionLH Referencing This invoice includes all of the references completed for the

month selected

IN Rent and Legal Protection (Interests) This invoices includes the interests you have added to your Rent and Legal Protection policy

RG Landlords Rent and Legal Protection This invoice is for Landlords Rent and Legal Protection provided by DAS that one of your landlord’s has purchased (up to 21 July 2016)

LLRP Landlords Rent and Legal Protection This invoice is for Landlords Rent and Legal Protection provided by Arc Legal that one of your landlord’s has purchased (from 21 July 2016)

To view the invoice details, simply click on the green PDF button. You can then save or print the file as you require.



OUR CONTACT INFORMATIONAs always, we are here to help. If you need any help adding, amending or cancelling an interest, please contact us:

Phone

0344 967 1400

E [email protected]

PostThe Rent Protection TeamThe Landlord Hub7a Axon Commerce RoadLynchwood Business Park PeterboroughPE2 6LR

Please rest assured that if you contact us outside our opening hours and leave us a message we will get back to you at our earliest opportunity.

IF YOU ARE NOT HAPPYOur aim is to provide superb customer service to you and your team. However if for any reason you find the service you have received is not what you expected from us then please let us know so we can resolve the problem, make sure it does not happen again and allow us to learn from our mistakes.

You can make a complaint through any communication method, via post, email, fax or by calling us.

PostThe Complaints TeamThe Landlord Hub7a AxonCommerce RoadLynchwood Business ParkPeterboroughPE2 6LR

E [email protected]

Phone0345 241 0757

0344 967 [email protected] Rent Protection Team The Landlord Hub 7a Axon Commerce Road Lynchwood Business Park Peterborough PE2 6LR
