Glossary

Agency/agencies	Regulated agency businesses and their staff providing services bound by this Code, as defined in Chapter 2 of the Regulation of Property Agents working group report, July 2019.
Agent(s)	Individual agents providing services that include reserved activities bound by this Code, as defined in Chapter 2 of the Regulation of Property Agents working group report, July 2019.
Client money	Money held or collected for and on behalf of clients, including ex-clients, is considered to be client money. This will include deposits or money held for and on behalf of actual, potential or former buyers, sellers, landlords, tenants, leaseholders, freeholders or lessees.
Complainant	Someone who is an actual, potential or former buyer, seller, landlord, leaseholder, freeholder, lessee or tenant making a complaint against an agent. Where appropriate, this definition includes a complainant's properly appointed representative; third parties; and small business, charity or trust.
Contractor	A person or business appointed by an agent to perform non-agency services.
Property management	This is where: a landlord instructs an agent to manage a property let to a tenant in the private rented sector, or one party instructs another to manage a block of flats (often with responsibility for the common areas, corridors, stairwells, etc.) that contains flats owned by a homeowner under commonhold or a long lease, or let to assured or protected tenants, or one party instructs another to manage an estate of houses on behalf of the homeowners, or a landlord requires a temporarily vacant residential property to be kept secure and maintained.
Records	All written correspondence, file notes, contracts and agreements in hard or digital copy, or electronic communications including emails, texts and other forms of digital messages or faxes.
Regulator	As described throughout, and specifically in Chapter 7, of the Regulation of Property Agents working group report, July 2019. Where appropriate, it can also refer to designated professional bodies approved by the regulator to perform its functions.
Written/in writing	Includes typed or handwritten letters, records or notes, emails, texts, and other forms of digital messages and faxes, including electronic signatures.