With recent media attention focusing on allegations of fraud by one franchisee of a well known national letting agent, the importance for landlords of instructing an agent with fully transparent client accounting in place has never been more apparent.

Denise Welton (Accent Property's dedicated client accountant, pictured left) explains how she came to be in the industry and why her role within the lettings arena is absolutely crucial.

Denise, tell us a little about what you do at Accent Property.
I oversee the bonded client account, which is where all receipts and payments (be they for tenants, landlord or contractors) are recorded. I also deal with Non-Resident Landlords Taxation and our annual ARLA audit.

What first attracted you to client accounting and how long have you been in the industry?
Having been in accounts since leaving school, I have worked in various types of companies. During the 1980s, I was based in the City and dealt with property accounts. Then, by the 1990s, I found myself in Cambridge working as a temporary client accountant and that was it - I loved it. Latterly, I have been with Accent Property for just under four years.

Do you rely totally on your software or can you spot an error yourself?
I am well known here for checking ‘everything’, so I hope that I can spot an error. You should be able to say that the software is only as good as the person using it, but yes, as in all companies, it does sometimes let you down, so experience really is often the key.

Accent Property is a member agent of ARLA (The Association of Residential Lettings Agents). Does it make a real difference to landlords whether they instruct an ARLA member agent or not? Why are ARLA’s bylaws and audits of its member agents important?
It definitely helps landlords to cut out a big chunk of risk by instructing an ARLA member agent. ARLA routinely and randomly conducts its own audits of member agents. It also has its own set of bylaws (with which we must keep up-to-date. They are in essence good accounting practice and common sense.

Audits, too, are confirmation that standards and correct procedures are being adhered to. There’s been a lot of bad press recently focusing on agents that aren’t properly regulated and the problems that landlords can incur when accounts are not transparent. So to be honest I look forward to the audits. They are incredibly thorough and accurate down to the very last penny. I pride myself on working to the highest standard and the audit is proof of this.

Has the change in economic climate over the past 18 months had an effect on arrears?
Not really. The arrears are currently less than 2%. This is as much to do with the care and attention the lettings team here at Accent Property takes when looking for tenants as the procedures in place to deal with arrears, if and when they do happen.

As the client accountant, what else are you involved in and when do you work in conjunction with other staff at Accent Property?
I work with the team on a daily basis, whether it be checking for deposits and move-in funds on behalf of lettings, or processing contractor invoices and deposit refunds for our property managers. Potential money laundering is a big issue and if someone wishes to pay a large sum in cash we always try to avoid this by asking them to transfer the funds instead. If this cannot be done then proof is required that this has come from a bank.

How many contractor invoices are you processing on a monthly basis?
This all depends on whether or not any gas safety checks or insurances are due. Obviously we process a payment run and statement for all occupied managed properties every month, but thankfully they don’t all have contractor payments attached to them. Contractor payments are very varied and range from a replacement kitchen tap or new gate to a complete new bathroom. They come to me when the property manager has approved the works with the landlord and signed off the job. On a typical month I process approximately 200, but I have been known to process nearer twice that!

What do you enjoy the most about your job?
I love the fact that no two days are the same. Dealing with landlords, tenants, contractors and the staff here makes for a very busy working day and never a dull moment.

Accent Property recently moved offices to 2 Hills Road? What do you make of the new premises?
I love it here. It's a fantastic building with lots of architectural features. I've always loved history so to work in this building is a delight. More space means more room to expand, and I'm sure we will continue to do so.

Finally, you're famed amongst the team here for your amazing memory. How do you do it?!
I wish I could remember!