Landlord Communications and Expectations

Helpthemove provides a simple and reliable notifications platform that ensures your landlords’ utility providers and local councils are updated quickly and correctly. By using our service, landlords save time, reduce admin, and gain access to exclusive benefits through our partnerships.

When a landlord’s details are added to the Helpthemove portal, an email is automatically sent to the landlord’s registered email address. This email includes:

• A copy of our Terms of Service

• An overview of the benefits available to landlords

If you have an agreement with us not to contact your landlords directly, you are responsible for sharing this information with them. Our customer service team can provide you with a landlord benefits document for you to share.

What is the Landlord Energy Credit Scheme?

The Landlord Energy Credit Scheme, offered to Helpthemove clients by OVO Energy, is designed to support landlords during void periods (when a property is unoccupied between tenancies). It reduces or removes unnecessary energy costs, helping landlords prepare their properties for new tenants without financial strain.

Key Benefits:

• Energy Credit for Void Properties: Up to £30 in energy credits per void property (£15 for electricity and £15 for gas).

• Standing Charge Waiver: Up to 30 days of standing charges waived, depending on the length of the void period.

• Comprehensive Billing Adjustments: Credits and adjustments are automatically applied to final void bills for all properties switched to Ovo via Helpthemove. In many cases, this will result in no bill to pay, however OVO will still issue a £0.00 bill in line with industry requirements.

• Prepayment Meter Management: Landlords can request credits upfront on a prepayment meter, which can be useful to complete work required for their void property. This can also be combined with debt clearance using the Helpthemove dashboard.

How the Scheme Works:

• Credits are applied automatically when the landlord’s final bill is produced.

• For clients who receive a monthly consolidated bill for their void energy bills, adjustments appear on consolidated statements in a dedicated “Adjustment” column, split into “Usage Charge Adjustment” and “Standing Charge Adjustment.”

• When the applied credits reduce the balance to zero, landlords will still receive a bill confirming adjustments, however in this circumstance there will be no bill to pay.

Example of Value:

The scheme provides up to £55 per void property, combining up to 30 days of standing charge clearance (based on Ofgem’s unit prices, January 2024) with the £30 credit.

Can I share the benefits without Helpthemove contacting my landlords?

Yes. If you have requested that Helpthemove do not send landlord communications directly, you can request a landlord benefits document from our customer service team to share with your landlords.

This outlines advantages such as:

• 30 days of free standing charges

• Up to £15 credit per energy meter during void periods

If a landlord wishes to exclude themselves from Helpthemove, they can use the link included in the Terms of Service email.

• The request must be submitted within three days of receiving the email, otherwise it may not be processed before an energy switch takes place.

• Once the exclusion link is used, all associated moves are cancelled immediately and no notifications are sent to suppliers.

If a landlord later wishes to be reinstated, our customer service team can assist:

• Phone: 0161 399 0247

• Email: support@helpthemove.co.uk