👋 Hello!

Thank you for choosing to join the Landlo family. We’re excited to support you and your property every step of the way.

This short guide gives you a clear, top-level overview of our onboarding process. We like to provide this early on so you’re never left wondering “what happens next?” or “when will I receive that?”

Behind the scenes, we follow a detailed multi-step process to get everything set up smoothly. What you’ll see here is a simplified version — just the key milestones you need to be aware of as we get started.

Thank you again for placing your trust in us. We’re looking forward to a successful partnership!

 

📃 Onboarding Form

This is a short, simple form where you’ll provide your details and digitally sign our Terms of Business.

Step 1: Onboarding Form

📎 You’ll also need to upload:

  • A valid proof of your address (e.g. utility bill, bank statement – dated within the last 3 months)

🏡 Property Questionnaire

Once you’ve submitted the onboarding form, you’ll be asked to complete a more detailed Property Questionnaire.

This is where you’ll provide the specific information we need to begin managing your property (or properties) effectively.

Step 2: Property Questionnaire

📎 You’ll be asked to provide:

  • Property details (e.g. type, layout, occupancy)

  • Any relevant compliance certificates if you have them (e.g. EPC, GSC, EICR)

  • Required licences (e.g. HMO, selective licensing)

  • Proof of ownership (e.g. title register or mortgage statement)

🪪 Identity Verification

As part of our onboarding process, we’re required to complete identity verification checks in accordance with Know Your Customer (KYC) and Anti-Money Laundering (AML) regulations.

Step 3: You’ll receive a secure link by email and/or SMS from our trusted verification partner Veriphy. This will guide you through a simple identity check that typically takes just a few minutes to complete.

 

📎 You’ll need:

  • A valid passport or UK driving licence

  • A smartphone with a working camera

  • To complete a biometric 'liveness' check by taking a quick selfie

This step confirms that your ID is genuine and that you are the person presenting it. Veriphy’s system compares the photograph on your ID to the selfie you provide, helping to protect all parties and meet our regulatory obligations. Once completed, we’re notified securely and can finalise your account setup.

🛠️ Need help? Our team is on hand to assist you through the process if needed.

✅ Property Compliance check

We’ll review all necessary compliance certificates for your property to ensure it meets legal standards. This includes confirming that you have up-to-date Gas Safety, Electrical Installation (EICR), Energy Performance (EPC), and Smoke & CO alarms, as well as any other required documentation. If anything is missing or out of date, we’ll help arrange it for you.

🔑 Key Handover

We know that handing over the keys to your property can feel like a big step, but don’t worry — we’ve got it covered! We’ll guide you through the process and take care of all the details to make sure everything goes smoothly.

Whether you’re passing on physical keys, fobs, or access details, we’ll make sure we’ve got everything we need to get started. And, of course, we’ll keep you in the loop every step of the way.

It’s all part of making sure your property is in safe hands from day one!

⚙️ Systems

Now that you’re officially signed up, we’ll begin adding you and your property to all our systems to ensure everything runs smoothly. (this might take a few days) Here’s a quick overview of the main platforms we use:

    • Landlord Dashboard – A simple, at-a-glance view of your property, including any maintenance updates or issues.

    • LettsPay – Our trusted payment partner for managing rental payments. While you won’t receive a direct login for LettsPay, you’ll be kept up-to-date with regular rent statements via email.

Once everything is set up, you’ll be able to access your Landlord Dashboard directly here. 

🙋🏽‍♀️ Existing Tenants

If there are any existing tenants when we start managing the property we will write to them to introduce ourselves.

The same email will also:

  • Serve Section 48 Notices (legal notice for change of agent).
  • Give them our bank details to start paying rent to.
  • Give our welcome pack with details for future reference.

We would also arrange an inspection of the property at this point if we have not yet been in there.

🏠 Advertising

If your property is not occupied we can progress with a rent appraisal and advertising.

We have different approaches for different properties and are always happy to discuss a marketing strategy with you.

 🏦 Rent Payments

We collect rent from all tenants on the 1st of every month. (Sometimes we inherit tenancies from other agents with different payment dates, which we will adhere to). Rent is then transferred to you on the 5th every month (or the next working day if that's the weekend or a holiday)

Property Float Account: To ensure we can quickly handle any necessary repairs or certifications, we maintain a Float Account for each property (typically £500). This amount is automatically collected from the first month's rent and replenished as needed during the course of our services. The float will remain in place for the duration of our management services

📞 Contacting Us

Send all general enquiries to hello@landlo.co.uk message us via the dashboard, or give us a call on 020 3889 9186

✍️ How did we do?

Hopefully, your onboarding process has gone smoothly. If you have any specific feedback, we’d love to hear it.

Reviews really help to promote our business and if you could leave one for us that would be appreciated.