Tenant and Guarantor Guide

About This Guide

Tenant Expectations at a Glance

• This guide explains how we work and what you can expect from us as your landlord/agent, along with some of the things we ask of our tenants and, where applicable, guarantors.
• It’s designed to help you understand the practical side of your tenancy, but it doesn’t replace the formal documents you’ll receive when your tenancy is set up.
• It also explains the fees you may have to pay us under the Tenant Fees Act 2019.

Full details are provided below. If you have any questions, please contact us.

Type of Tenancy

We offer Assured Periodic Tenancies (APT).

Notice period: Two months.

Tenancy Agreement

Your Tenancy Agreement is a legally binding contract between the landlord, tenant and (if applicable) guarantor.
Any changes must be agreed in writing by all parties.
You will always have at least 48 hours to read the agreement before signing.

Holding Deposit

A Holding Deposit reserves the property while we complete referencing.
Once paid, the property is removed from the market.

Please refer to the Initial Holding Deposit Form for full details on:

• when the deposit is refundable
• when it may be forfeited
• how it is applied to your first month’s rent (or refunded if you request)

Application & Referencing

Once you pay the Holding Deposit, you must take reasonable steps to progress the tenancy, including:

• providing information and documents for referencing
• supplying Right to Rent information
• completing credit checks
• paying the security deposit by the deadline for agreement
  

Rent Payments

Rent is paid per calendar month, calculated as:

(Weekly rent × 52) ÷ 12

After your first payment, your rent due date will be set as either the 15th or 28th of each month.
Rent must be paid by standing order from a single bank account.

Utilities

You are responsible for all utilities unless your Tenancy Agreement states otherwise.

We will notify suppliers that the tenancy has begun.
You must then:

• contact each supplier
• open accounts in your name
• provide meter readings
• notify us if you change supplier
  

Council Tax

Unless your agreement states otherwise, Council Tax is your responsibility for the full duration of the tenancy.

We will notify the Local Authority of your occupancy.
If you do not receive a bill within the first month, you must contact them directly.

Television Licence

If a TV licence is required at the property, you are responsible for arranging and paying for it unless your agreement states the landlord covers this.

Insurance

The landlord’s insurance does not cover your personal belongings.
You must arrange your own contents insurance.

Deposit (Security Bond)

Your deposit is protected in a government‑authorised tenancy deposit scheme.

Important points:

• The deposit cannot be used as rent.
• It is held until the end of the tenancy.
• Any deductions will follow the terms of the tenancy and the rules of the deposit scheme.
  

Inventory

An inventory and schedule of condition will be prepared at the start of your tenancy.

When you receive it:

• check it carefully
• mark any inaccuracies
• return the signed copy within 7 days

If we do not receive amendments within this period, the inventory will be treated as accurate.

Ending the Tenancy

When your tenancy ends, you must:

• provide a forwarding address
• arrange mail redirection with Royal Mail
• settle all utility bills
• assist with transferring utilities back to the landlord/agent
• return all keys and any items listed on the inventory

Once all bills are settled and the property has been inspected, we will process your deposit return in line with the deposit scheme rules.

Privacy

Our Privacy Notice explains how we collect and use your information.
We are registered with the Information Commissioner’s Office (ICO).

Complaints & Redress

If you have a complaint, please follow our internal complaints procedure.
We are members of Property Redress (PR), a government‑authorised redress service for resolving complaints.
Membership No. PRS003599

Client Money & Professional Indemnity

We hold professional indemnity insurance and operate separate client money accounts.
We are members of the Client Money Protect (CMP) scheme. All rent and deposit payments are safeguarded under this scheme.
Membership No. CMP004164

Tenant Fees Information

Tenant Fees at a Glance

• No prohibited fees – we only charge the permitted fees set out in the Tenant Fees Act 2019.
• Clear costs declared upfront – holding deposit, tenancy deposit, rent and tenancy changes.
• No fees for check‑in, check‑out, references or renewals.

Full details are provided below. If you have any questions, please contact us.

Fees: To Tenants

Before You Move In

Holding Deposit

Up to one week’s rent
This reserves the property while referencing and tenancy preparation take place.

Calculated as: (monthly rent × 12) ÷ 52

Tenancy Deposit

Up to five weeks’ rent
A refundable security deposit held against damage, unpaid rent, or breach of tenancy terms.
Your deposit will be protected with the Deposit Protection Service (DPS) and prescribed information will be provided within 30 days.

Calculated as: 5 × ((monthly rent × 12) ÷ 52)

Tenancy Set‑Up

FREE — no fee to tenants
Includes:

• Referencing and affordability checks
• Right to Rent checks
• Preparation of the tenancy agreement
• Setting up rent payment arrangements

Guarantor (if required)

FREE — no fee to tenants
Includes identity checks, affordability checks, and preparation of the Deed of Guarantee.

Check‑In Appointment

FREE — no fee to tenants
Includes:

• Inventory check and key handover
• Meter readings
• Demonstration of appliances, heating and safety features
• Location of emergency shut‑offs
• Information on refuse and recycling
• Notification to utility suppliers and the local council

During Your Tenancy

Changes to the Tenancy Agreement

£50.00 (only where the tenant requests the change)

This includes amendments such as permission to keep a pet, adding or removing a sharer, permission to sub‑let, permission to run a business from the property, or any other change that alters the obligations of the tenancy agreement.
If our reasonable costs exceed £50, you may have to pay more, and we will provide evidence of the costs incurred.

Ending Your Tenancy

Check‑Out & Deposit Return

FREE — no fee to tenants
Includes:

• Serving notices where required
• Final inspection and meter readings
• Inventory comparison
• Negotiation of deposit deductions (if any)
• Processing the return of the deposit via DPS
• Organising repairs or quotations where needed

Future Landlord Reference

FREE — no fee to tenants

Other Permitted Fees

Late Payment of Rent

Interest at 3% above the Bank of England base rate
Charged only if rent is more than 14 days late, calculated from the date the payment was due.

Lost Keys or Security Devices

Tenants are responsible for the reasonable cost of replacement of any keys/security devices they lose or do not return at the end of the tenancy. Receipts will be provided.

If you have any questions about our fees or tenancy processes, please contact us.

Property Redress (PR)	Client Money Protect (CMP)
Membership No. PRS003599	Membership No. CMP004164

VAT is not applicable to our fees.