Last updated: 8 September 2026
1. About these terms
These terms govern the lettings and property management services provided by Sapphire RH Investments Ltd (“we”, “us”) to tenants and landlord clients. Individual tenancies are governed by the written tenancy agreement signed for each property; landlord mandates are governed by the signed management agreement.
2. Services
We provide residential property rental, housing operation and property management services, including tenant administration, referencing, maintenance oversight and rent collection. The exact scope of services for each property is confirmed in writing before we act.
3. Rent, deposits and fees
Rent is payable monthly in advance per calendar month. All client deposits are handled in line with UK tenancy deposit rules; the scheme details and prescribed information for your tenancy are issued in writing. Permitted fees under the Tenant Fees Act 2019 (where applicable) are itemised and disclosed before any payment is requested.
4. Cancellation, refunds and tenancy changes
Tenant applications: any holding deposit is refundable except where an application is withdrawn, decays after the agreed deadline, or false information is provided, in line with the Tenant Fees Act 2019. Where a holding deposit is retained, it is offset against the first rent payment or applied to referencing costs already incurred.
Landlord clients: management agreements may be ended by either side with the written notice period set out in your agreement. Fees covering work already completed are non-refundable; unearned fees covering future months are refunded pro rata within 14 days of handover.
Tenancy changes: assignments, early terminations and renewals are handled in writing. Any associated costs are disclosed and agreed before work starts.
5. Landlord instructions
Management fees, approval thresholds for repairs and notice periods are set out in your written management agreement. Statements are issued monthly. Safety compliance (gas, electrical, EPC) is scheduled ahead of statutory deadlines.
6. Maintenance and access
Emergency hazards are triaged the same working day; routine works are scheduled with reasonable notice. Tenants must report issues promptly through the agreed channel so we can keep homes safe and compliant.
7. Liability
Our liability to landlord clients is limited to the management fees paid for the property concerned, except where the law does not permit such limitation. Nothing in these terms affects tenants’ statutory rights.
8. Complaints
Complaints should first be raised with us in writing at service@sapphirerh.uk or by post. We acknowledge complaints within 3 working days and respond substantively within 14 days. If you are not satisfied with our final response, you may refer the matter to the relevant redress scheme.
9. Company information
Sapphire RH Investments Ltd, registered in England and Wales, Companies House No. 16438559.
Phone: +44 7555 114505 · Email: service@sapphirerh.uk
These terms are governed by the laws of England and Wales.