Tenant Journey

Welcome

Thank you for choosing us to help you find your new home.

We understand that renting a property can sometimes feel overwhelming, whether you are renting for the first time or moving to a new home. Our aim is to make the process as straightforward, transparent and stress-free as possible.

We are committed to providing a professional service to both landlords and tenants, ensuring all tenancies are managed in accordance with current housing legislation and industry best practice.

This guide explains what you can expect throughout your tenancy, from making an application through to moving into your new home.

Finding Your Home

Once you have found a property you would like to rent, we will ask you to submit an application with our team.

Your application will be subject to referencing and affordability checks to ensure the tenancy is suitable for both you and the landlord.

To help us process your application efficiently, you may be asked to provide:

Proof of identity
Proof of your Right to Rent in England (where applicable)
Proof of income or employment
Previous landlord or letting agent references
Bank statements or other supporting documentation where required

All information is handled securely and in accordance with current data protection legislation.

Holding Deposit

If your application is accepted, we may ask you to pay a Holding Deposit to reserve the property while references and pre-tenancy checks are completed.

The Holding Deposit will be administered in accordance with the Tenant Fees Act 2019 and will normally be deducted from the monies due before your tenancy begins.

There are limited circumstances where a Holding Deposit may be retained, such as if false or misleading information is provided or if an applicant withdraws from the tenancy after agreeing to proceed.

Our team will explain the process fully before any payment is taken.

Referencing

As part of the application process, we use an independent referencing company to assess affordability and suitability.

This may include checks on:

Employment and income
Credit history
Previous landlord references
Right to Rent requirements

Where affordability criteria are not met, or additional security is required, the landlord may request a suitable UK guarantor.

Every application is considered individually.

Before Your Tenancy Begins

Before moving into your new home, you will normally be required to pay:

Your first month's rent in advance
A tenancy deposit (where applicable)

Your tenancy deposit will be protected in a Government-approved Tenancy Deposit Protection Scheme, and you will receive the required Prescribed Information explaining how your deposit is protected.

Before collecting your keys, you will receive copies of all legally required documents, including where applicable:

Your tenancy agreement
Energy Performance Certificate (EPC)
Gas Safety Certificate
Electrical Installation Condition Report (EICR)
Deposit protection information
The latest Government 'Renters’ Rights Act’ leaflet
Any other legally required documentation

Please read these documents carefully before signing your tenancy agreement.

Your Tenancy

The Renters' Rights reforms introduce a modern tenancy system designed to provide greater security and flexibility for tenants while maintaining clear responsibilities for both tenants and landlords.

Your tenancy agreement explains your rights and responsibilities, including:

Rent payment arrangements
Repair responsibilities
Access arrangements
Notice requirements
Property use
Any agreed terms specific to your tenancy

If anything is unclear, please ask us before signing.

Paying Your Rent

Rent is normally payable monthly in advance by Standing Order or another agreed payment method.

Paying your rent on time helps ensure your tenancy runs smoothly.

If you experience financial difficulties at any point during your tenancy, please contact us as soon as possible. Early communication allows us to work with both you and your landlord to find an appropriate solution wherever possible.

Repairs and Maintenance

Your landlord has legal responsibilities to keep your home safe and in good repair.

If something needs attention, please report it as soon as possible using our maintenance reporting system or by contacting our office.

Please provide:

A description of the problem
Photographs where possible
Details of any urgent safety concerns

Emergency repairs should always be reported immediately.

Please do not attempt repairs yourself unless authorised to do so.

Looking After Your Home

As a tenant, you are expected to take reasonable care of the property throughout your tenancy.

This includes:

Keeping the property clean and well ventilated
Preventing unnecessary damage
Replacing light bulbs where appropriate
Looking after the garden if this forms part of your tenancy
Reporting maintenance issues promptly
Taking reasonable precautions during cold weather to prevent frozen pipes

Looking after the property helps avoid unnecessary repair costs and protects your tenancy deposit.

Property Inspections

We may carry out routine inspections during your tenancy to ensure the property is being maintained and to identify any maintenance issues early.

Except in genuine emergencies, reasonable notice will always be given before any visit.

These inspections are not intended to inconvenience you but help ensure the property remains in good condition for everyone.

Your Rights

As a tenant, you are entitled to:

Live in a safe and well-maintained home
Have your tenancy deposit protected where applicable
Be treated fairly and respectfully
Enjoy your home without unnecessary interference
Receive reasonable notice before routine inspections or access
Report repairs and expect them to be addressed within appropriate timescales
Raise concerns or complaints without fear of unfair treatment

We are committed to ensuring all tenants are treated fairly throughout their tenancy.

Your Responsibilities

During your tenancy, you are responsible for:

Paying rent on time
Looking after the property
Reporting repairs promptly
Allowing reasonable access for inspections and repairs
Respecting neighbours and the local community
Not causing damage beyond normal wear and tear
Informing us if your contact details change

Pets

We understand that pets are an important part of many households.

If you wish to keep a pet, please discuss this with us before bringing an animal into the property.

Applications will be considered in accordance with current legislation and the landlord's circumstances. Additional conditions may apply where permitted by law.

Ending Your Tenancy

Should you decide to move, please contact us as early as possible.

You are now expected to give your landlord TWO month’s notice to vacate a property. We will explain the notice requirements that apply to your tenancy and guide you through the moving-out process.

Before leaving the property, you should:

Remove all personal belongings
Clean the property to a reasonable standard
Return all keys
Provide a forwarding address
Ensure any outstanding rent or utility accounts are settled

Following checkout, your deposit will be returned in accordance with the Tenancy Deposit Protection Scheme, subject to agreement regarding any lawful deductions.