If something's not right

When a lead doesn't work out

When you end a lead, you're asked why in a word or two. There are four ways to end one, and only one of them puts a credit back.

• Reject it — you're passing on it before you've built anything on it. It still counts toward your leads for the month.
• Discard it — available only while you haven't written a note or moved the status. It goes back for another operator, and it still counts toward your month.
• It didn't work out — you reached the landlord and it's finished, either because they've since gone elsewhere or because they were never interested. We stop offering that landlord to anyone else.
• The landlord was already gone — they had already appointed someone, had stopped letting, or the contact details don't reach them at all. This is the one that returns a credit.

The first three don't return a credit, and that's deliberate — a lead you've been given and decided against is still a lead we sourced and delivered.

If the landlord had already gone

This covers a lead that was spent before you got to it: the landlord had already appointed another operator, is no longer letting the property, or cannot be reached on the details we supplied.

You can report it on any lead you've actually worked, within two weeks of it being assigned to you. We ask for the reason, what the landlord said, and when you spoke to them. That last part matters more than it looks: it's what lets us trace the lead back to where it came from and stop the same thing happening again.

If the report stands up, the credit goes back on your account and your next lead comes through in the normal way. It is a credit, not a specific replacement lead — we don't hold one back to swap in, and leads are allocated in the order they arrive.

Some reports are looked at by a person before the credit is returned, particularly where another operator is visibly still working the same landlord. Either way the outcome, and the reason for it, shows on the lead itself.

A lead that simply doesn't convert isn't grounds for a credit. Lead generation is a volume and consistency game, not a per-lead guarantee, and the 5% conversion rate is a long-run average across more than 1,100 enquiries.

How your data is handled

Leads are delivered to you via an encrypted, real-time connection. We email every landlord to say a trusted local operator will be in touch about their property, with four quick questions about how and when they'd like to be contacted. Whatever they tell us shows on the lead, so by the time you call they're expecting to hear from an operator.

A lead is normally shared with up to three operators. One that nobody works can be passed on further, to no more than five, and a lead left untouched long enough can be opened to other subscribers to claim. Your own account data is never sold to third parties. For full legal detail, see our Privacy Policy.