Reviews Policy

 

Reviews Policy

Lifestyle Lettings and Management Ltd
Last Updated: March 2026

 

1. Purpose

This policy sets out how Lifestyle Lettings and Management Ltd (“we”, “us”, or “our”) collects, manages, and responds to customer reviews.

We are committed to ensuring that all reviews are:

  • Genuine
  • Transparent
  • Fair
  • Compliant with UK consumer protection laws

Reviews play an important role in helping us improve our services and provide prospective clients with an honest reflection of customer experience.

 

2. How We Request Reviews

We may invite landlords and tenants to leave a review following key stages of their journey with us, including:

  • After a property has been let
  • After a management service has commenced
  • Following completion of a tenancy or service
  • After resolving a matter or delivering a service

Review requests are issued consistently and are not selectively targeted to generate only positive feedback.

 

3. Platforms We Use

Reviews may be collected and displayed on platforms including:

  • Google Reviews
  • Trustpilot
  • Our website (where applicable)

We aim to ensure all platforms reflect genuine and balanced feedback.

 

4. No Incentives Policy

We do not offer incentives, rewards, or financial benefits in exchange for reviews.

Where any incentive is ever offered (for example as part of a wider campaign), this will be clearly disclosed in accordance with legal requirements.

 

5. Authenticity of Reviews

We take reasonable steps to ensure that all reviews are genuine.

  • Reviews must be based on real customer experiences
  • We do not create, commission, or publish fake or misleading reviews
  • Employees, contractors, or associated parties must not post reviews unless clearly disclosed

Any attempt to manipulate reviews is strictly prohibited.

 

6. Moderation and Publication

We do not remove or suppress reviews simply because they are negative.

However, we reserve the right to report or remove reviews where they:

  • Are false or misleading
  • Contain abusive, offensive, or defamatory content
  • Include personal data or confidential information
  • Are not based on a genuine customer experience

Moderation is carried out in line with the rules of the relevant review platform.

 

7. Responding to Reviews

We aim to respond to reviews in a professional, constructive, and timely manner.

  • Positive reviews will be acknowledged where appropriate
  • Negative reviews will be addressed with the aim of resolving concerns
  • We will not disclose confidential information when responding publicly
 

8. Handling Disputes

Where a review is disputed:

  • We may investigate internally
  • We may contact the reviewer for further information
  • We may escalate the matter through the relevant review platform

We reserve the right to challenge reviews that are inaccurate or unfair.

 

9. Compliance

This policy aligns with:

  • UK Consumer Protection from Unfair Trading Regulations
  • CMA guidance on online reviews
  • Platform-specific rules (e.g. Trustpilot, Google)
 

10. Continuous Improvement

We actively use feedback from reviews to improve our services, processes, and customer experience.