Fees & Compliance
This page brings together our fees and the regulatory information clients are entitled to see. Several sections below are still being finalised — we would rather show that clearly than publish anything before it's confirmed.
Fees
Under the Tenant Fees Act 2019, only specific fees may be charged to tenants in England.
Redress & Client Protection
Complaints Procedure
If something has not gone the way you expected, please tell us. Most issues can be resolved quickly by speaking directly with your usual contact at The Lavery Group.
If you remain unhappy after raising the issue directly, please put your complaint in writing to matthew@laverygroup.com, setting out what happened and what outcome you are looking for. We aim to acknowledge written complaints within three business days and provide a full response within 15 business days.
If a complaint cannot be resolved directly with us, and once membership of a redress scheme is confirmed, you will be able to refer the matter to that scheme free of charge. Details will be published here once confirmed.
Privacy Policy
Last updated: 11 August 2026
Who we are. The Lavery Group ("we", "us") provides sales, lettings and property management services across East London and Essex. We are the data controller for personal information collected through this website. Contact for anything data-related: matthew@laverygroup.com.
What we collect. When you use our enquiry, valuation, viewing, rental enquiry, property-requirements or maintenance forms, we collect the details you provide: typically your name, email address, phone number, property address or requirements, and the content of your message. Maintenance reports may include photos you choose to upload. We do not use tracking or advertising cookies on this site.
Why we process it (lawful bases). We use your information to respond to enquiries and provide quotes or valuations (legitimate interests / steps prior to a contract); to deliver sales, lettings and management services (performance of a contract); to meet legal obligations such as Right to Rent checks, deposit protection and anti-money-laundering rules; and to keep records of maintenance and safety issues (legal obligation and legitimate interests).
Who we share it with. We never sell your data. Website form submissions are delivered to us by FormSubmit, which processes the data solely to transmit it to us. Where needed to deliver our services or comply with law, information may be shared with contractors carrying out repairs, referencing and Right to Rent providers, tenancy deposit schemes, solicitors and conveyancers, and regulators or authorities where legally required.
How long we keep it. Enquiry data that doesn't lead to business is deleted within 12 months. Client, tenancy and transaction records are kept for 6 years after the relationship ends, in line with legal and tax requirements, then securely deleted.
Your rights. Under UK GDPR you can ask us to access, correct, delete or restrict the personal data we hold about you, object to processing based on legitimate interests, and request a copy of your data in a portable format. Email matthew@laverygroup.com and we will respond within one month. You also have the right to complain to the Information Commissioner's Office at ico.org.uk.
Terms of Business
Full terms of business — covering sales instructions, letting and management agreements, fees, notice periods and liability — are provided directly to clients when instructing The Lavery Group, and will be published here in summary once finalised.