Frequently asked questions

Thank you for instructing us. We’ll set up your file and send you everything to complete online, including your ID check and the forms for your transaction. Doing it electronically saves time. If you’d rather have documents by post or email, tell us as soon as possible.

Yes, where possible. You complete your onboarding forms and ID check in our client app, and you can see every document we send you there.

Yes. Once your file is set up, we email you an invoice with a payment link for money on account: £500 for a purchase, £250 for a sale, and £150 for a remortgage or transfer of equity. It’s credited against your final invoice. You can pay by the link or by bank transfer, and it can take up to 3 days to clear. We need it before we send your onboarding forms, because sending them electronically has a cost.

When every form shows as 100% complete, log back in and sign each one electronically. That’s everything from your side for now.

Once your forms are signed, your money on account has cleared, your ID check is done and, for a purchase or remortgage, we have proof of your funds, we review your file. When everything is in place we pass it to our residential team to progress. On a sale, that’s when we prepare and send the contract pack.

We must verify the identity of everyone we act for. We can’t progress your file until your ID check is complete.

One document from list A: a current passport, a current photocard driving licence, a birth certificate, or a current national identity card or residence permit. And one from list B: a current driving licence (if you didn’t use it for list A), a utility bill or bank or credit card statement from the last 3 months, a council tax bill or mortgage statement from the last 12 months, a valid UK firearms licence, or a home or motor insurance certificate.

Call us to book an appointment at our office and bring your original documents with you.

Contact us. We’ll talk you through other forms of ID we may be able to accept.

Our client care letter, which you read and e-sign to accept our terms. A seller questionnaire and a personal information form, so we understand your situation from the start. The property information form, which becomes part of the contract pack. The fittings and contents form, listing what you are leaving at the property. If your home is leasehold, a leasehold information form as well.

Very. Your buyer relies on it, and may have a claim for misrepresentation if information is deliberately wrong or withheld. If you genuinely don’t know an answer, say “not known”. Send us any documents the form mentions as soon as you can: it cuts down the questions from your buyer’s solicitor.

Send us a list so it can be agreed with your buyer. If you want payment for any items, agree that with your buyer. Any agreed amount is shown in the contract as a payment for contents.

Yes. As well as the leasehold information form, you’ll need a management pack from your landlord or management company. It’s essential for selling a leasehold home. They charge for it separately, in addition to our quote.

Our client care letter to e-sign, a remortgage questionnaire and a personal information form.

Our client care letter to e-sign, a transfer of equity questionnaire and a personal information form.

Your lender has to consent to the transfer. Ask them as soon as possible to avoid delays. The same applies to any other secured loans on the property.

No. We repay and remove your existing mortgage on completion of the remortgage and transfer of equity, so you don’t need your current lender’s consent.

We update you as we work on your file, by app, email and text. Your fixed fee is based on the time we expect your matter to need. If you need significantly more contact than usual, we may charge extra. Your client care letter explains when.

Yes, by appointment. Please call first. We may charge for visits that aren’t arranged in advance.

We have a zero-tolerance policy on abusive or disrespectful behaviour towards our staff. If it happens, we may stop acting for you and bill for the work and costs incurred so far, as set out in your client care letter.