Tenant FAQ’s

When I pay the Holding Deposit am I guaranteed to get the property?

The holding deposit you pay holds the property for 7 days while your references are checked. We cannot guarantee that you will be accepted by the landlord of the property when you pay the holding deposit. This will all depend on the result of the reference checks.

Is my Holding Deposit refundable if I don’t pass the reference check?

If we or the landlord reject your application, you may be entitled to a refund of your holding deposit. If the reference check fails owing to submitting false information or a CCJ, the applicant will be charged £50. However, if you pass our references and then decide to withdraw from the application, the holding money will not be refunded. We do everything we can to determine whether a tenant will pass referencing before accepting a holding deposit. When we accept a holding deposit, we will ask for a verbal signature to confirm that you understand the process completely.

Why do you need more information than my last agent?

Our properties are reasonably priced and well-maintained. We can only keep this up if we have decent tenants who pay their rent on time. This requirement is reflected in our degree of referencing.

Why do you want to contact my previous employer and landlord?

We need to complete as comprehensive a picture as possible. If you have recently changed jobs, or have only been at your current address for 6 months we will need to speak to your previous employer or landlord to obtain a reference from them as well as your current ones.

What is security deposit and why do I need to pay that?

Security deposit equals to 5 weeks rent and is payable before you move into a property. This can be used by the landlord to cover costs such as rent arrears and damages to the property. Your security deposit will be protected by Deposit Protection Service in our client account. We will return the security deposit to you at the end of your tenancy unless there is a dispute.

When should I pay the first month’s rent and security deposit?

These need to be paid within 48 hours of signing the tenancy agreement, or the day before you move in, whichever is earlier.

How do I set-up my utilities?

We work with a company called Tenant Shop who will set up all of your utilities on your behalf. We ask you to complete a document alongside your tenancy agreement which will give authority to Tenant Shop to transfer utilities into your name and to find a cheaper provider if possible. Tenant Shop transfer gas, electricity, water and council tax, and they can also assist with TV & Broadband.
If you wish to set up your own utilities, we will still require you to complete a Tenant Shop form but this will be shredded once you have provided us with proof that you have set-up the utility supplies directly.

When do we sign contracts for the property?

Once your referencing has been signed off, we will usually e-mail your Tenancy Agreement to you to be signed electronically along with other relevant tenancy documents e.g. utility transfer form.

Do I meet you at the property when I move-in?

Either our agent or the inventory clerk will meet you at the property. You will have a pre-arranged 30-minute appointment where we will go through our check-in pack, discuss any questions that you have, and handover keys to your new home.

I don’t agree with the state of some of the items in my inventory. What should I do?

is anything in your inventory that you don’t agree with, or if you believe something was left out, please let us know within 7 days after collecting your keys. To do so, please send us an email describing the discrepancy, including the time stamp, and preferably including a photograph.
After that, we’ll send you an email to confirm receipt. Please make sure you have an acknowledgment of receipt because after the 7-day period, we cannot accept amendments and your inventory will be used when you check out of the property. If we don’t agree with your changes, we’ll call you to talk about it.

Can I pay my rent with cash, or by debit card rather than Standing Order?

It is a condition of your tenancy that payment is made by standing order.

How many pictures can I put up?

In your rental home, you can put up a ‘reasonable’ number of pictures. A reasonable number of pictures in each room would be one or two. These must be hung with correct picture hooks, and any wall damage must be repaired at the conclusion of your rental.

Is it okay if I decorate?

We don’t recommend that you decorate the property, but if you want to, we can contact your landlord for permission. If you are granted permission, we will need that the painting be completed to a professional quality, which means that paint should not mark skirting, door frames, ceilings, or carpets. Normally, you are only allowed to use neutral colours.

Can I take furniture out of the property?

If there are any items of furniture in your rental home that you do not require, please let us know before your tenancy begins so that we can try to arrange removal with your landlord’s permission.
If you need something removed after you’ve moved in, we’ll do our best to accommodate you; however, most landlords will ask that you store the item in a secure location and return it in its original condition to its original location at the conclusion of your rental.

Can I get a pet?

Please ask for permission if you have or are considering a pet and we will get confirmation from the landlord. However, when the property is vacated, we would request for the carpets to be professionally cleaned.

Why is it necessary for me to have a Gas Safety Check every year?

The landlord is required by law to guarantee that any gas appliances in the rental property are safe. The essential checks are carried out by a qualified gas engineer, who then issues a certificate that is good for 12 months.
Our gas engineer would generally pick up keys from our office to do the inspection, but you are welcome to be present should you wish. We may have to send an engineer to disconnect the supply if we are unable to gain entry to your premises to do the safety inspection before the certificate expires.

Who do I contact if something breaks, and who pays for it?

Please contact us if something is broken or if anything is not working properly. Unless the item has been broken owing to misuse or negligence, the landlord will typically cover the cost of repairs in your property.
Tenant responsibilities include changing light bulbs, eradicating pest infestations, replacing shower curtains, smoke alarm batteries, topping up boilers and bleeding radiators, and tightening door handles and hinges.

Why do you come to do inspections of my home?

When it comes to property upkeep, we take a proactive approach. A loose door hinge, for example, can harm the floor covering, a poorly ventilated house can develop black mold, and a frosted freezer can result in cracked and broken trays. We look over the property to make sure there aren’t any maintenance issues that need to be addressed right away.
These inspections must take place during normal business hours, and typically takes about 15 minutes, and you are not required to be present.

My boiler has stopped working – what do I do?

Before calling to report a problem, there are a few things to look into. First, make sure it hasn’t been accidently turned off; second, check the pressure gauge to see if it has dropped below 1.5 bars, and if it has, take steps to restore it; and third, make sure the pilot light is lit and, if not, relight it. If the boiler continues to malfunction, please contact us or your landlord (depending on who is responsible for your home) to report the issue. http://www.youtube.com/watch?v=obZK53tnaF4http://www.youtube.com/watch?v=zUsBw1ZpiKY

What should I do if one of my radiators fails to heat up?

If only one radiator is not heating, there is most likely an air block inside that needs to be bled to release the air. Bleeding a radiator is straightforward; simply follow these steps:
To begin, turn off your boiler so that the pump is not running. To open the valve that is generally positioned at the top of the radiator at either end, use a radiator key (which may be acquired from a hardware store). Hold a rag or tissue under the valve because water will flow out as soon as the air has released. Because this water is frequently black due to its time in the system, you must take special care of your carpets. You need to ensure you screw the valve back up quickly and tightly. http://www.youtube.com/watch?v=OL4ot-MNYfE

What should I do if I can’t afford to pay my rent?

The sooner you notify us if you are unable to pay your rent, the better. If you have a legitimate cause for not being able to make a payment, your landlord may be prepared to work out a repayment plan with you. Any plan that has been agreed upon must be followed. Failure to notify us or follow through on any agreements could result in you losing your house.

What should I do if we break up but I still want to live in the same house?

A fixed-term joint tenancy can only be ended if both your landlord and the other joint tenant(s) agree. If you’re in a fixed-term tenancy, keep in mind that your landlord will normally only consent to an early termination if you pay his remarketing expenses before the property is remarketed. If the tenant who wants to stay in the house is unable to take up the tenancy on their own, the joint tenancy will continue, and you may both be required to give notice (which as above, cannot expire before the end of the fixed term). Please contact us if you require further information or assistance; we understand that these are challenging situations.

How do I renew my tenancy when it comes to the end of my fixed term?

If your landlord wishes to extend your tenure, you will normally be contacted approximately 40 days before it ends, and you must respond within 14 days. You’ll be given the option of giving notice or renewing your tenancy for another certain period of time.

Can I pay monthly now that I paid 6 months in advance when I moved in?

Normally, you will need to continue to pay in advance, but if your circumstances have changed and you can produce adequate evidence, such as a current credit check and proof of income, your landlord may agree to allow you to pay monthly, according to our standard tenancy standards.

If we want to move out, how much notice do we need to give?

There’s a lot of misunderstanding about what kind of notice is required. The main source of uncertainty is the requirement for tenants to give a “one month notice.” One month is more accurately referred to as “one full rental period,” which you should keep in mind while giving the notice. As an example, suppose you wish to move out in December and your rent is due on the 15th of each month. By the 14th of November, we should have received your notification in writing. If you don’t give us your notice until the 18th of November, for example, you will have missed the rental period, and your tenancy will not finish until the 14th of January. If you’re in a fixed-term tenancy, you can’t give notice until one month before the end of your tenancy agreement, or one rental period. If you’re unclear, we recommend finding out when your tenancy will finish before making plans to move.

What is a full rental period?

This is the time frame for which your rent payments are made. Unless you have requested to amend your rent payment dates, rent is generally paid one month in advance and the complete rental period begins on the first day of the tenancy. For instance, if your tenancy began on the 7th of the month, your rental period would be from the 7th to the 6th of the following month.

What if we wish to leave before the end of the tenancy?

If you want to leave before the end of your tenancy agreement, you’ll need agreement from your landlord. You may be obliged to pay the landlord’s remarketing costs to locate appropriate renters to replace you, depending on how near you are to the end of your tenure. Before the property may be remarketed, the remarketing expenses must be paid to us. Whether or whether we manage the property will determine the price you must pay. You should get in touch with us if you have any questions. You will be liable for all rent and utilities until the day before the new renter moves in if we need to find new tenants. If this happens, please contact us for more information.

Is it possible for you to provide me with a reference for my upcoming landlord?

We will most likely be able to prepare a landlord reference for you once you have found a new place to reside (providing we managed the property during your tenancy). You’ll have to seek the reference request from your new agency or landlord. If your landlord is the one who managed the property, you’ll have to contact him to get compensation. If your landlord managed the property himself, you’ll have to contact him to get the reference completed for you.

Is it possible for me to be at home when you arrive to do the viewings?

 Although you are welcome to be present during viewings, however since we only conduct accompanied viewings, you are not required to be there. We’ll have a set of keys, so we’ll be able to go in without you being there.

We conduct viewings between 9:30am and 7:00pm Monday to Friday. We always give 24 hours notice of any viewings that are arranged

Is it possible for me to be present at the time of check-out?

You are not advised to be there while our representative or an independent clerk performs the check-out. It’s crucial that the check-out be done as thoroughly as possible so that we can determine whether your landlord will need to order any repairs and, if so, make any deductions from the deposit. We attempt to provide you the check-out report within 48 hours, but if you have any issues, please contact us via email.

How do I get my deposit back?

A check-out inspection will be performed to determine if any dilapidations to the deposit must be made. We’ll be in touch with you to let you know about the potential deductions. We will advise DPS of any deductions once any dilapidations have been agreed upon, and they will contact you for your approval. We will repay funds via bank transfer once both parties have reached an agreement. If we can’t agree on deductions, DPS will ask you to fill out deposit dispute form, and one of their adjudicators will review the issue. Your guide to tenancy deposits, disputes and damages can be found here.

How do I return my keys? 

On the day your tenancy ends, a check-out report will be conducted by an independent clerk or our agent, please hand your keys to the clerk or our agent. Please bear in mind that rent will be charged at a daily rate where keys are returned late.

What is the definition of normal wear and tear?

Fair wear and tear is defined by the House of Lords as ” reasonable use of the premises by the tenant and the ordinary operation of natural forces.” The definition of ‘reasonable’ varies depending on the type of property and who occupies it. Minor scuffs on a busy magnolia-painted corridor, for example, might be considered wear and tear. Wear would not include a burn or a stain on a carpet. A burn or a stain on a carpet would be deemed damage rather than wear and tear.