Care and skill
The Consumer Rights Act 2015 requires a service to be carried out with reasonable care and skill, and within a reasonable time where no time is fixed. That is the standard we hold ourselves to.
Terms of business
Terms before work
Nothing starts until you hold our terms in writing. This page says what they always contain, and how an instruction runs from the day you sign to the day it ends.
This page and your contract
What these terms are
When you decide to sell with us, you are given the terms of business for your sale in writing before you agree to anything, as the Estate Agents (Provision of Information) Regulations 1991 require. That signed document is the contract between you and LANA NEILL ESTATES LTD.
This page describes, in plain words, how every one of those contracts works. Where your signed terms and this page differ, the signed terms are what apply, because they were written for your sale.
In these terms “we” and “us” mean LANA NEILL ESTATES LTD, company number 17431561, and “you” means each owner who instructs us.
Changing your mind
Your fourteen days
Where it applies
Our terms are usually agreed at your kitchen table after a first visit, or by email. Either way, you have fourteen days to cancel without giving a reason, under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, counted from the day after the contract is made.
How to cancel
Send us a clear statement, by email to property@lananeillestates.life or by post to the registered office. The cancellation form that comes with your terms is there to make it easy; using it is not required.
Starting sooner
Marketing waits until the fourteen days are over, unless you write to say you want it to start sooner. Should you do that and then cancel inside the period, the law lets us ask for a proportionate part of the agreed charge for the work already done; your written terms show how that part is worked out.
Before your terms, nothing binds you
A first visit, a request from this site, a seller’s pack ticked off in a mover’s account: none of these is an instruction. You instruct us only by signing written terms.
Our side
What we do for you
Every offer, in writing
We pass every offer to you promptly and in writing, unless you have told us in writing not to pass on a particular kind (Estate Agents (Undesirable Practices) (No. 2) Order 1991).
Interests declared
If we, or anyone connected with us, have a personal interest in your home or in a buyer, we tell you in writing before it can matter. We treat every buyer alike.
Honest particulars
We check the facts in your particulars with you and give buyers the material information they need, so that nothing misleads by what it says or by what it leaves out (Digital Markets, Competition and Consumers Act 2024).
The certificate first
We do not market a home until we are satisfied an Energy Performance Certificate has been commissioned, and we show its rating in every advert.
Identity checks
We verify the identity of each seller when instructed, and of the buyer once a sale is agreed (Money Laundering Regulations 2017). We cannot act until the checks are complete.
Your side
What we ask of you
A sale is only as sound as the answers it rests on. The property information form and the material information are your answers; we present them, and buyers rely on them.
The seller’s pack lists the papers worth finding before the market, and a mover’s account lets you tick them off.
- Answer the questions about the home fully and truthfully, and correct an answer as soon as you learn it was wrong.
- Tell us of anything that changes while the home is for sale: works, a dispute with a neighbour, a new survey, a change in who owns it.
- Give access for measuring, photographs and viewings at the times we agree.
- Tell us if another agent is instructed, or if a buyer approaches you directly.
- Keep us told about your own purchase, so the chain can be planned around it.
The last link
How an agency ends
- Completion
- Notice in writing
- Withdrawn from the market
- Confirmed by email
An agency ends when the sale completes, or when either side gives notice as the written terms set out. Notice is always given in writing, by email or by post. When it takes effect we take the home off the market and confirm the end of the agency by email, saying plainly whether anything under the signed terms can still arise.
This website
Using this site and a mover’s account
| The tools | The back-planner and the floor-area totaliser work to the conventions printed beside them. They help you plan; the dates that bind are the ones fixed at exchange of contracts. |
|---|---|
| The pictures | Every picture on the site was made for it. They are illustrations, not photographs of a home for sale, and the chain on the home page is an example, not a real sale. |
| Your account | One account per person. Keep the password to yourself and choose one you use nowhere else. You can delete the account, and everything in it, at any time from its Settings page. |
| Fair use | Please do not try to reach another person’s account, overload the forms or copy the site wholesale. We may close an account used to harm the site or other people, and tell you why if we can. |
| Security | If you find a security weakness in the site or its accounts, write to property@lananeillestates.life with “Security” in the subject. We read every report, fix what we can confirm, and take no action against anyone who reports in good faith without using the weakness beyond showing it. |
Law
Which law, and which courts
The law of England and Wales governs this page and each contract made on these terms, and a dispute would go before the courts of England and Wales. Your rights as a consumer stand whatever this page says. If something goes wrong, the complaints procedure is the place to start.
Written 13 November 2026. When this page changes, the new version replaces it; the terms you signed stay as they were.