Code of Practice

The Combined Association of Holiday Home Agencies (CAHHA) aims to promote self catering holidays within the UK and ensure guests receive the best possible service from its members. To achieve this all associate members agree to be bound by the CAHHA code of practice and achieve Quality Accredited Agency status from VisitEngland.

Guests booking through a CAHHA associate member can be assured that their chosen property is inspected by a VisitEngland Accredited Agency and that the agency has agreed to the following code of practice:

Inspected properties

Inspect all properties prior to listing and thereafter on an annual basis to ensure each property is suitable for holiday letting and to ensure the property owner has the necessary resource and infrastructure to maintain and present the property in good order.

Informed choice

Make every effort to ensure that accurate information is provided to enable guests to make an informed choice and ensure that no advertising or promotion or any other publication, whether in writing or otherwise, shall contain anything that is likely to mislead the guest.

Maintain a written agreement with the property owner which authorises the agency to accept bookings on behalf of the owner and confirms that the owner has complied with all regulatory requirements including

I. A fire risk assessment

II. Public liability insurance of not less than £2 million

III. All gas appliances have current gas safety certificates

IV. Fixed wiring is tested every five years

Financial Security

Keep accurate records of all payments and financial transactions and ensure that guests’ monies remain secure at all times. In the unlikely event of an owner being unable to fulfil the holiday due to bankruptcy, insolvency or fraud the agent agrees to provide suitable alternative accommodation or refund the booking in full.

Personal Information

Comply with all relevant data protection requirements and ensure that they have in place an effective policy for protecting the privacy of guests. Any information provided will only be made available to those involved in supplying the holiday including Booking Office staff, and the owner or housekeeper of a chosen property. The agency will never supply information to anyone else without first obtaining the guest’s consent, unless obliged to do so by Law.

Equality

While the nature of self catering dictates each property is unique, where possible the agency will ensure owners make reasonable adjustments to the way they deliver their services so that disabled people can use them, and take reasonable steps to tackle physical features of premises that prevent, or make it unreasonably difficult for, disabled people to access their services.

Bookings

Ensure that satisfactory booking procedures are followed and, where appropriate, provide documentation detailing information relating to the booking.

Ensure that guests are aware of booking and other published conditions, including agents’ terms of business applicable to their booking before any contract is made, and that all guests have access to a set of booking conditions in written or other appropriate form.

Notification of Alterations

Inform their guests without delay when they are advised of any alterations to booking arrangements.

Complaints

Make every reasonable effort to reach a speedy solution in the event of a dispute with a guest and to deal with a complaint of a minor and general nature with a view to avoiding any recourse with the owner. When complaints are of a nature that reference to the owner is necessary the agent will use their best endeavours to act as an intermediary. In the event that a dispute between the owner and guest is not resolved to mutual satisfaction the guest has the right to appoint EASCO as an independent third party to arbitrate. The agency agrees to be bound by any decision of EASCO relating to the dispute. Disputes arising out of, or in connection with, your holiday booked through an ABTA bonded Agent may be dealt with under a special scheme arranged by ABTA and administered independently by IDRS, part of the Chartered Institute of Arbitrators.

Contact Information

Provide contact details and opening times so that guests can contact the agency during their stay. Where appropriate and subject to their reasonable discretion, provide prompt assistance to guests in resolving any issue relating to their accommodation.

Correspondence with Guests

Deal with all correspondence with guests as promptly as possible and, in any event, within the following time limits:

i) An acknowledgement shall be sent not later than 14 days from the date of receipt of correspondence.

ii) A detailed reply, or a reply containing a detailed explanation for any delay, shall be sent not later than 28 days from the date of receipt of correspondence.

Allegations of Infringement

If any infringement of this Code of Practice is alleged against a member, the facts shall be reported to CAHHA for preliminary investigation.

The member against whom the allegation has been made shall provide, at the request of CAHHA, such further information or documents as may be required within such a period as may be specified.

CAHHA maintains the right to suspend or terminate membership of any associate not complying with the Code of Practice.