Tenant FAQs
Got a question? You’re not alone!
Here are the things we’re most often asked by tenants before and during their tenancy.
If you still need help after reading through, just get in touch and we’ll be happy to point you in the right direction.
General FAQs
Can I decorate?
Yes, within reason. You can put up shelves or pictures as long as it’s done carefully and without causing damage. Please ask us first if you want to redecorate or replace curtains with blinds.
Can I have a pet?
Pets are considered on application.
Are the properties non-smoking?
We prefer non-smokers.
How do I report a repair?
You can phone us on 01200 423741 or email us. We’ll arrange a contractor and keep you updated.
How much is the deposit?
The deposit is one month’s rent.
When is rent due?
On the 1st of each month.
What happens if my rent is late?
Just let us know as soon as possible. If it happens regularly, we may apply interest and/or a late fee.
Is my deposit protected?
Yes. Your deposit is protected in a government-approved Deposit Protection Scheme (DPS). Once you’ve paid it, we’ll register it and send you all the prescribed information so you know exactly where it’s held and how to get it back at the end of your tenancy.
How do I end my tenency?
You need to give one month’s written notice. Once agreed, we’ll confirm move-out steps and book your final inspection.
What do I need to do before moving out?
Please clean the property and leave it as you found it — or in a condition you’d be happy to move into yourself. All keys must be returned, and a final inspection will take place after you’ve moved out.
How do I get my deposit back?
Once you’ve moved out, returned your keys and we’ve completed the final inspection, we’ll process your deposit through the Deposit Protection Scheme. As long as the property is clean, undamaged and matches the inventory (allowing for fair wear and tear), your deposit will be released promptly.
How often are inspections done?
Every six months.
Who’s responsible for bills and council tax?
Tenants are responsible for all utility bills, council tax and services (gas, electric, water, broadband, TV licence). We’ll let you know who the current suppliers are when you move in so you can get everything set up easily.
What repairs am I responsible for as a tenant?
You’re expected to look after the day-to-day upkeep of the property — things like changing lightbulbs, keeping the place clean, reporting issues early and making sure you’re not causing damage. Anything structural, safety-related or part of the building’s main systems (heating, plumbing, electrics) is down to us to sort.
What should I do on move in day?
When you get the keys, we’ll go through the inventory together. We recommend checking everything carefully, taking photos if helpful, and telling us within 14 days if you spot anything that doesn’t match the report. It’s also a good idea to note meter readings and make sure smoke alarms are working.
What do I do in an emergency?
If there’s an urgent issue that could cause damage or risk safety like a burst pipe, electrical fault or gas smell — call us straight away on 01200 423741. For suspected gas leaks, ring 0800 111 999 immediately.
Still need help?
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