Tenant FAQ’s

A guarantor needs to be a UK Homeowner who earns a net income of £22,000 a year after tax.

There are a couple of options if you do not have a UK Guarantor please reach out so the admin team can advise what options are available for the property you have chosen. The number is 01273 957 666.

Each tenant has their own guarantor who is responsible for their share of the rent. We will always pursue the individual tenant’s guarantor if the tenant defaults on rent. This is however a joint and severally liable contract, so each guarantor is guaranteeing the rent for the whole tenancy.

To help you complete the necessary administration and provide all required documentation, we’ve created a “Tenant and Guarantor Step-by-Step Guide.”

This guide has been sent to all tenants in their sign-up email. It clearly explains each stage of the process and outlines exactly what documents we need from both the tenant and you, the guarantor. Please reach out to your respective tenant to get the step by step guide.

Each tenant’s guarantor must meet the same criteria to ensure they are able to cover the rent should the tenant default. We understand that the information requested may feel personal; however, to protect everyone involved, we require supporting evidence to confirm that you meet the necessary requirements to act as a guarantor.

These checks are not only in place to protect the landlord, but also the tenant and you as the guarantor.

Please be assured that all information provided is stored securely and handled in accordance with GDPR. For more details, please refer to our Privacy Policy.

We ask that guarantors meet the minimum income criteria to ensure all parties are appropriately protected. If a guarantor does not quite meet the income requirements, there may be several options available to help resolve this.

Firstly, we can consider proof of savings to supplement (“top up”) income. Secondly, if there is another person living at the owned property who is willing and eligible to act as a joint guarantor, we may be able to combine both incomes to meet the required threshold.

For further information, please contact our Admin team on 01273 957 666, who will be happy to discuss your options.

The tenancy is renewing, why do I need to redo the paperwork.

Unfortunately, we cannot use the same documentation again as we need to verify that your circumstances have not changed.

Your rent is payable by standing order. If you’re sharing with others, you’ll need to arrange for the rent to be paid together in a single payment to us or your landlord through the lead tenant.

If you know you will be late with your rent, please let us know immediately it is better to inform the office than to ignore any calls or emails. The lettings team will be able to inform you of the next steps.

Your nominated Lead Tenant is the spokesperson of the property. They are the tenant who all housemates report any maintenance or property issues to. The Lead Tenant will then contact our maintenance team on your behalf via the Tenant App. Your Lead Tenant will keep all housemates updated regarding any progress of reported maintenance, furniture, white goods (appliances) etc.

Should you have an emergency such as a flood or fire etc. then any tenant can report this immediately between the hours of 9am – 5pm Monday to Friday. Outside of these hours you should refer to the emergency numbers provided later in this pack. Further information is provided on the Tenant App.

Should you wish to nominate another Lead Tenant for your house, please as a group email the admin team and update us of the new lead tenant’s name

Please contact the supplier directly to inform them that you are not the tenants in question. They may request a copy of your tenancy agreement as proof.

Please also take a photo of the bill and email it to us, or bring it into the office when you are next passing by.

Please also take a photo of the bill and either email it to us or bring it into the office when you’re next passing by, and we will investigate the matter.

If you lose your keys, we may have a spare set available to lend you so you can get a replacement cut. You will need to provide ID and return the spare set before we close that day.

Please note that spare sets are not guaranteed, and collection is only possible during normal office hours. If you are locked out when we are closed, you will need to arrange a locksmith at your own expense.

Unfortunately, we cannot use the same documentation again as we need to verify that your circumstances have not changed.

You will receive an email one week before your move-in date confirming the time and location for key collection. This email will also include important key information and our welcome pack, which provides guidance on the moving process, including setting up bills, council tax, and other essential details.

On the day you move in, you’ll collect your keys at the time and location confirmed in your pre-move email. Our team will provide any important information you need about the property, and you’ll receive your welcome pack, which includes guidance on setting up utilities, council tax, taking meter readings and other essential services. Make sure if you’re travelling from afar, or have organised moving vans, that you won’t get access to your property until after the key collection appointment.

If either you or any of your housemates have any outstanding paperwork or payments, unfortunately we are unable to issue keys to any tenant.

Please make sure you read all paperwork thoroughly and complete everything required, this includes, referencing, guarantors, IDs, signing your contract and paying your rent. Payments must be fully cleared into our account before we can issue keys, so please make sure you paid any due payments in advance of your start date.

We understand it can be frustrating if you are ready to move in but a housemate hasn’t completed their requirements. However, because you are on a joint tenancy agreement, all housemates must have completed all paperwork and paid all funds (deposit and rent) due before anyone can move in.

We recommend at least one tenant being at the property on the start date of the tenancy as there are key requirements. From the start of the tenancy, you have only 7 days to report any snag list of issues at the property and confirm you are happy with the inventory. You should also take meter readings on the first days of the tenancy so your utility bills are accurate. Please let us know if no one will be attending on the start date so we can best advise you.

In the check-in email you received, there is a QR code that links to the snag list form. Please use this to report any issues in the property.

Important points:

• Only one report should be submitted per property, covering the entire property.
• Even if tenants move in at different times, the report must include all issues in the property, as contractors will not attend for multiple submissions.
• The completed form must be returned within 7 days of your move-in date.

Unfortunately, we cannot accept reports submitted after this period. If we do not receive a report from you, we will assume you are satisfied with the condition of the property.

The QR code and link for the app can be found in the Welcome pack sent to you when you move in. It may also be hung up on one of the walls inside your property.

To report any maintenance please use the tenant app. Fill in the form associated with the maintenance issue you are experiencing and this will be sent straight to the contractor. Our maintenance team will be in touch to confirm the contractors appointment.

If you are experiencing a maintenance emergency, please call our office during working hours (01273 957 666) or contact the maintenance team using the WhatsApp number on the tenant app. You will also need to submit the emergency maintenance form on the app so that we can have all information as possible.

The time for a contractor to attend the property after maintenance has been reported can be dependent on various factors and the maintenance team will update you when the contractor will be attending.

For emergencies a contractor will be at the property within 48 hours for an initial visit although repairs

We will always provide at least 24 hours’ notice before accessing your property, whether it’s us or someone acting on our behalf. The only exception is in the event of an emergency, where immediate access is necessary to protect your safety or prevent damage to the property.

The lettings team will contact you within 10 working days after your tenancy ended.

A lot of deposit deductions are due to blue tak marks on walls, cleaning, gardening and tenant belongings left behind. Please make sure you leave the property in the same condition as when you moved in.

The lead tenant is the spokesperson for the property and is the only one we can communicate with for the deductions. If there is more than one person emailing then this causes unnecessary delays. We are also unable to speak on the phone and need all communication to be in writing to protect yourselves as well as us.

As the tenancy agreement is joint and severally liable the deposit classed a joint property deposit and cannot be returned individually. The deposit will be returned to the lead tenant once deductions are agreed and it is their responsibility to split this amongst the other tenants.