Legal, regulatory and compliance disclosures
Company information, regulatory memberships, client money, complaints, and how we handle your data.
Corporate information
Mandate Property Governance Ltd is a private limited company incorporated in England and Wales.
- Company registration number
- 17201194
- Registered office
- 71–75 Shelton Street, Covent Garden, London WC2H 9JQ, United Kingdom
- Contact
- director@mandatepg.com
- Website
- www.mandatepg.co.uk
- Correspondence
- English or 中文
Regulatory and redress memberships
Mandate Property Governance Ltd holds the memberships and registrations required of a residential letting and property management agent in England.
- Redress scheme
- The Property Ombudsman — membership no. T14310. Free, independent dispute resolution for consumers.
- Client money protection
- Money Shield — membership no. 82509005
- Deposit protection
- Tenancy Deposit Scheme (TDS) Custodial — member no. EW173476
- Data protection
- Information Commissioner's Office — registration reference ZC143143
- Professional indemnity
- Held with an authorised UK insurer. Details on request.
Money Shield operates in accordance with the Client Money Protection Schemes for Property Agents (Approval and Designation of Schemes) Regulations 2018. The scheme rules are published at money-shield.co.uk and our certificate of membership is available on request.
Tenancy deposits are protected under the Housing Act 2004 through the Tenancy Deposit Scheme's custodial scheme, under which the deposit is held by TDS rather than by us.
Client money
Rent received and operational client funds are held in designated, ring‑fenced client accounts with UK clearing banks, entirely separate from the company's own funds. Tenancy deposits are not held by us; they are lodged with the Tenancy Deposit Scheme under its custodial scheme.
Client accounting is administered on our behalf by The Letting Partnership Ltd, a Client Accounting Service Provider. Reconciliation, remittance and client statements are produced through that arrangement.
Interest accruing on client money, if any, is dealt with in accordance with the Property Governance Service Agreement.
We apply a zero-markup policy to contractor invoices and third-party disbursements. Maintenance and repair costs are passed through to clients at cost, without commission, uplift or referral fee.
Fees
A full list of our fees is published at mandatepg.co.uk/fees, as required by section 83 of the Consumer Rights Act 2015. All fees shown are the total amount payable. Mandate Property Governance Ltd is not currently registered for VAT.
Professional indemnity and the Governance Credit
Mandate Property Governance Ltd carries professional indemnity insurance with an authorised UK insurer, together with public and products liability cover. Cover includes awards made against us by an Ombudsman. Details are available on request.
The Governance Credit
Where a fine or statutory penalty is imposed on a client as a direct result of our negligence, we credit that client up to 12 months' Governance Fee — the lower of that sum and the amount of the penalty, including tribunal fees and the reasonable cost of challenging or correcting the failure. No claim, no proof of loss and no dispute process is required.
Limits
Credits are capped in aggregate at 12 months' Governance Fee in any 12-month period. A credit is reduced to the extent that the failure was caused or contributed to by information, funds or authorisation not provided to us, or by the client acting contrary to our written advice. The Governance Credit is an additional remedy and does not limit or replace any other right the client may have. Full terms are set out in the Property Governance Service Agreement.
Non‑resident landlord tax
Where we collect rent for a landlord whose usual place of abode is outside the United Kingdom, we operate the HMRC Non‑resident Landlords Scheme. Unless HMRC has approved the landlord to receive rent gross, we are required to deduct tax at the basic rate from rental income after allowable expenses, and to account for it to HMRC quarterly.
Where a landlord holds HMRC approval following an application on form NRL1, rent is remitted gross once we have received HMRC's notice of approval.
We coordinate the scheme, maintain the underlying records, and assemble the accounting information required for a return. Annual Self Assessment filing, and any cross‑border tax advice, remain the responsibility of a chartered accountant appointed and paid by the client. We do not provide tax advice.
Complaints procedure
If something has gone wrong, please tell us. We aim to resolve complaints quickly and fairly.
Stage one — raising a complaint
Write to director@mandatepg.com, or by post to our registered office, setting out what has happened and what you would like us to do. We will acknowledge in writing within three working days and send a full written response within fifteen working days.
Stage two — review
If you are not satisfied, write again and ask for the matter to be reviewed. Where practicable the review will be carried out by someone not involved in the original response. We will send a final viewpoint letter within eight weeks of your original complaint.
Stage three — The Property Ombudsman
If your complaint is unresolved after eight weeks, or once you have our final viewpoint letter, you may refer it to The Property Ombudsman. Referrals must be made within twelve months of the final viewpoint letter. The service is free to consumers and independent of us, and the Ombudsman will not consider a complaint until we have had eight weeks to resolve it. We are bound by the Ombudsman's Codes of Practice and by any award made.
- The Property Ombudsman
- Unit 159756, PO Box 7169, Poole, BH15 9EL
- Membership number
- T14310
- Website
- tpos.co.uk
Privacy notice
Mandate Property Governance Ltd is the data controller for the personal data described below. Our ICO registration reference is ZC143143.
Whose data we hold
Clients and prospective clients; tenants and tenancy applicants at properties we manage; guarantors; contractors and suppliers; and anyone who contacts us through this website.
What we collect
Name and contact details; identification and address verification documents; property ownership and title information; bank details used to remit rent and settle invoices; tax status and residence information; tenancy and referencing records; Right to Rent documentation; correspondence with us; and records of the services we have provided.
Why we use it, and our lawful basis
- Delivering our services
- Performance of a contract
- Meeting legal duties
- Legal obligation — including deposit protection, Right to Rent checks, anti-money-laundering duties and the Non‑resident Landlords Scheme
- Running the business
- Legitimate interests — record-keeping, security, professional advice and defending legal claims
- Sending information you have asked for
- Consent, which may be withdrawn at any time
Who we share it with
The Letting Partnership Ltd, which administers our client accounting; the provider of our secure client portal; the Tenancy Deposit Scheme; HM Revenue & Customs; referencing providers; property listing services; contractors instructed on your behalf, limited to what they need in order to attend; your own accountant or solicitor where you ask us to liaise with them; and our professional advisers and insurers. We do not sell personal data and we do not share it for marketing purposes.
Where it is held
Personal data is stored on systems located in the United Kingdom or the European Economic Area. Where a supplier processes data outside that area, we require safeguards recognised under UK data protection law.
How long we keep it
For the duration of the engagement and six years afterwards, reflecting the limitation period for contractual claims and HMRC record-keeping requirements. Anti-money-laundering records are kept for five years from the end of the business relationship. Client portal access ends thirty days after termination, after which portal data is deleted.
Your rights
You may ask for a copy of the personal data we hold about you; ask us to correct inaccurate data; ask us to erase data or restrict how we use it; object to processing carried out on the basis of legitimate interests; and receive certain data in a portable form. Where we rely on consent, you may withdraw it at any time. Write to director@mandatepg.com. We do not make decisions about you by automated means.
Complaining to the regulator
If you are unhappy with how we have handled your personal data you may complain to the Information Commissioner's Office at ico.org.uk or on 0303 123 1113. We would ask you to raise it with us first.
Terms of use and intellectual property
The content of this website is provided for general information. It does not constitute legal, tax or financial advice and should not be relied upon in place of advice about your own circumstances.
Fees shown on this website are indicative and subject to the Property Governance Service Agreement. No contract arises, and no client relationship is created, until that agreement is signed by both parties.
The content, design, diagnostic frameworks and materials on this website are the property of Mandate Property Governance Ltd unless stated otherwise, and may not be reproduced or transmitted without our prior written permission. Where we link to other websites, we are not responsible for their content.
These terms, and any dispute arising from them, are governed by the law of England and Wales, and the courts of England and Wales have exclusive jurisdiction.
© 2026 Mandate Property Governance Ltd. All rights reserved.
Last updated: 26 August 2026.