TENANTS - Frequently asked questions
Assured Shorthold Tenancies (AST) only - For specialist tenancy agreements including company lets, please contact your branch for further details
For tenancy applications
How soon should I start looking for a property?
We would recommend as soon as possible as properties are generally letting very quickly at the moment. In some instances properties are letting on first viewing and therefore it is essential we are aware of your requirements
What information is required from me to view a property?
You will be asked to provide brief details about yourself and your rental requirements including any other prospective occupants (including children or pets) before a viewing to ensure that you potentially meet the landlord’s requirements. A member of staff will usually accompany you at the property and answer any questions that you may have.
What are your opening hours?
Our usual office opening hours are Monday to Friday 9.30am to 5.00 pm. However, please check details and any seasonal arrangements with each branch. Saturday is available for prebooked viewing appointments or to make an application for tenancy only (There are no general or tenancy administration staff available on Saturdays for appointments). Closed Sunday and Bank and Christmas holidays.
Do I need a prior appointment at your office?
Prior appointments during our usual opening hours above are not necessary for generally discussing your property rental requirements or making an application. Subsequently, if you wish to discuss your application or current tenancy arrangements in detail at our office, it is essential that you make a prior appointment during our usuak opening hours Monday to Friday with a member of staff who will be able to provide further more detailed specialist information to answer your queries. Email correspondence should be used whenever possible to answer general queries in regard to your application or current tenancy arrangements.
When are you able to carry out viewing appointments?
We can usually arrange an appointment to suit your availability Monday to Saturday flexibly around the opening hours as indicated above
What about my pets?
We welcome applications from prospective tenants with pets for consideration. Please enquire about suitable properties and any other special arrangements necessary. Please note that not all properties will be suitable and others may have pet restrictions outside of our control. There is very helpful information which may be obtained from the Dogs Trust www.dogstrust.org.uk and www.letswithpets.org.uk to prepare your pet for application. Please provide as much useful and positive information as you are able as pets will require the prior agreement of the landlord. Be prepared, If pets are agreed, there will be an additional application fee and additional tenancy deposit or rental may be required to cover excess wear and tear and any damage or cleaning required.
What about smoking?
NO SMOKING is permitted under any circumstances unless you have the prior written agreement of the landlord ONLY
What is the minimum term?
All properties (unless otherwise stated) are offered for a minimum term of six months. In some cases the landlord may require a minimum initial tenancy term of 12 months, please check advertised details for further information.
Do you arrange short term letting?
If you require a short term letting (less than 6 months) please contact your branch for availability before arranging a viewing. The marketing advertised rental is for a minimum of a 6 months let and therefore additional monthly rental will be required for short term lets in agreement with the landlord
Property descriptions and other general information?
Whilst we endeavour to make our Property Descriptions accurate and reliable, they should not be relied on as statements or representations of fact and do not constitute any part of an offer or contract. We would strongly recommend that all the information which we provide about the property is verified by yourself on inspection. The Agent has not tested any apparatus, equipment, fittings or services and so cannot verify they are in working order. *A copy of the Energy Performance Certificate may be viewed, on request, at our offices.
In addition, property descriptions are provided only as a general outline in good faith and from information provided to us and no Employee, Partner, Owner or Director of any The Letting People branches has any authority whatsoever to give or make representation or warranty in relation to the property
Where can I find a copy of your Holding Application terms and conditions?
A specimen copy of the Holding Application terms and conditions is available for viewing at each branch during normal office hours prior to your making an application. If you have viewed the property and are unable to visit the branch a specimen copy may be Emailed to you on your request
Where can I find a copy of the tenancy agreement?
A specimen copy of the tenancy agreement applicable to each property is available for viewing at each branch during normal office hours prior to your making an application. If you have viewed the property and are unable to visit the branch a specimen copy may be Emailed to you on your request
Which tenancy agreements do you use?
Standard tenancy agreements are used in accordance with each landlord agency instructions and subsequently prepared for your signature specific to the proposed tenants, rental, deposit, commencement date and term. Any contract changes to our tenancy agreements (excluding standard tenancy terms and conditions which are not changeable) such as, but not limited to, break clauses, pets, advance rental payments will incur an additional fee. In addition, any subsequent changes to the application terms agreed and requiring contract amendments will incur an additional fee. Please contact each branch for fee details prior to making an application
Where can I find the Energy Performance Certificate (EPC)?
Energy Performance Certificates are available at pre-booked viewings. In addition, you can see a copy of the Energy Performance Certificate (EPC) at branch offices during office hours by prior appointment.
Do you have an alternative to online application forms?
Yes. We do have a traditional paper based postal application process. Please let your branch know and they will be happy to make the arrangements. Please note that the tenancy application process will be a little slower to complete and, as our standard application fees are for online referencing, there will be an additional charge to cover our further administration costs involved in processing your application.
What if my application is not successful?
If the landlord, or your branch decline, your application, a proportion of your Holding Application Fee ONLY will be refunded together with any advance tenancy deposit or rental payment received by us. No refunds will be made if you decide not to proceed with your application for any reason. Please help us to help you! If your application is declined due to you not providing truthful and complete reference information or the information provided by you is incorrect, incomplete or inaccurate no refund of the application fee will be made.
What about guarantors?
If you are unable to fully meet satisfactory referencing criteria including your rental liabilities for the term of the agreement you may consider proposing a guarantor. Guarantors must be a UK resident. Please contact your branch to confirm guarantor requirements BEFORE booking a viewing or making an application for further information as the criteria for an acceptable guarantor is complex and may require our making additional enquires to proceed further.
Will I need to supply identity, residency and Visa documents? What about Right to Rent?
Yes. You (and your guarantor) as part of the referencing process will be required to provide proof of identification and proof of residency at your current address which will include photographic identity documents. Overseas foreign nationals requiring a Visa will be required to submit their Visa documents and any and all Non UK resident nationals will be required to provide a copy of passport. If you do not meet the standard referencing criteria you will also be required to supply additional supporting information for further consideration. In addition, all applicants Right to Rent status will be checked for all tenancies beginning on or after 1/2/2016 as part of the referencing process which may require your submiting additional documents as required.
What other charges are there in addition to the rent?
In addition to the rent, you are responsible for council tax, water rates, gas, electricity, TV licence, sky and cable subscriptions, telephone costs and any connection charges for these services unless specifically stated as inclusive in the agreed rent.
How much is the deposit?
This is normally equal to one month's rent plus £200 or one and a half month's rental, but may be more depending on individual circumstances. Please contact your branch for details. Where we collect a tenancy deposit as agent for the landlord as part of our Letting Services, the tenancy deposit will be transferred to the Deposit Protection Service (DPS). Alternatively, the landlord will make arrangements to collect the deposit directly from you before you start your tenancy.
How much are your agency fees?
This will depend on the individual circumstances of your application and if a guarantor is required. A schedule of our agency fees are available at your branch and we will provide further details on your application.
When do I need to pay my first month’s rent and deposit?
All cleared funds required to complete the tenancy arrangements including the first month’s rental, tenancy deposit and our administration fees must have been received and payments cleared into our bank account or received in cash at our offices before we are able to confirm the handover arrangements. In addition, you will be required to sign the tenancy agreement and make payment of your tenancy deposit within 7 days on our giving notice that references have been approved.
Is the planned commencement date guaranteed?
Unfortunately it is not guaranteed. Applications are taken 'subject to contract' and the terms and conditions of the holding application receipt. This is a prospective date and whilst every effort is made to achieve this date - subject to satisfactory referencing, it cannot be guaranteed. The Letting People act as agents for the landlord and as tenancy agreements are between the parties to the agreement i.e. the landlord and tenant, The Letting People do not accept any liability for tenancies not commencing on the planned commencement date indicated on the holding application receipt
What if I have any additional requests after my application has been made?
If you have any further additional requests regarding your occupation of the property, (such as permission to arrange installation of sky dish), we would suggest that you itemise for the landlord - for Let Only or Rent Collection tenancies or Email to The Letting People branch for Let and Managed tenancies AFTER you have moved into the property. The Letting People regret that are unable to process additional occupation requirements between making your application and the handover of the property
What if I decide to withdraw my application?
If you decide to withdraw your application, please inform your The Letting People branch as soon as possible in writing. There will be no refund of your application fees paid, or tenancy deposit paid if applicable, which will be foreit as liquidated damages in the event that you withdraw or do not complete on the tenancy.
What if the landlord withdraws from the letting?
If the landlord withdraws from the letting, The Letting People branch will inform you as soon as possible. You will receive a full refund of your application fees paid and any other advance payments held on our accounts as soon as practicable.
For tenancy deposit queries see below
Where is my tenancy deposit?
All tenancy deposits taken by The Letting People are registered with the Deposit Protection Service (DPS) The Terms and Conditions and ADR Rules governing the protection of the deposit including the repayment process can be found at www.depositprotection.com. Telephone No: 0844 4727 000. The Deposit Protection Service, The Pavillions, Bridgwater Road, Bristol, BS99 6AA
What are the terms and conditions of the Deposit Protection Service?
The full terms and conditions of the tenancy deposit scheme at the date of your tenancy agreement are attached to your tenancy agreement. Please contact the DPS directly for updates to their terms and condition.
Tenancy Deposits repayments
You should contact the Deposit Protection Service for ALL enquiries regarding repayment of deposits
For Let and managed or rent collection tenancies ONLY see below
IMPORTANT NOTE General correspondence for deposits
All queries regarding tenancy deposits (except repayment queries which must be directed to the DPS - See where is my tenancy deposit above) must be in writing either by letter or email for our audit compliance. Please use the web form under tab 'TENANTS then 'DEPOSITS if required. We regret that The Letting People are unable to take telephone calls in regard to deposit queries as your query will be referred to various members of staff, external legal and professional advisers and the Landlord as we consider necessary before The Letting People are able to reply
How do I get my deposit back?
You should contact the DPS to request repayment of your deposit. However, if you have been notified of a claim see below. In addition, to ensure that your deposit is returned quickly, please ensure you read our end of tenancy notes in regard to your responsibilities for handing back the property in good, clean, and tenantable condition and to have made payment of any outstanding fees and charges due including supplying copies of your council tax and utility final bills to your branch. All keys MUST be returned at end of tenancy, otherwise you will incur additional fees and charges where all keys are not returned for changing locks as required
What if a claim has been made against my deposit?
You should review the details of the claim to determine any errors or omissions of financial information such as deposits, rents, fees and charges and notify your branch of these without delay. The Letting People will promptly investigate any errors or omissions of financial information to verify and amend any incorrect or omitted information. Please supply dates, references and amounts paid together with supporting information to assist with resolution. In addition, you should inform the DPS that you reject the claim.
What if there are no financial errors or omissions but I still dispute the deductions proposed?
The procedure for resolving disputes is contained within the terms and conditions of the DPS. Either the landlord (Agent) or the tenant may initiate a dispute resolution process. Resolution of disputes may include the use of the Courts service or adjudication through the DPS. In all cases the procedures are subject to timescales and you may wish to consult legal and professional advisors in regard to your own circumstances.
However, if you wish to propose an alternative settlement you should notify your branch. Alternative settlements made by you in writing will be considered further and, if an alternative offer for settlement is subsequently made by The Letting People, this will be forwarded to you for agreement prior to notifying the DPS of the agreed repayment. Please note that there are no timescales in regard to attempting to reach a mutual agreement for deposit deductions as your alternative offer of settlement may need to be reviewed by external advisors including legal and professional, together with the Landlord before reply.
For Let only tenants see below
My deposit is registered to The Letting People what should I do?
We regret that we are unable to process deposit repayment for let only tenancies as your branch do not have agency authority. We would suggest that to move forward you contact the landlord to inform them that they will need to contact your branch with their active registration number for The Deposit Protection Service. And - if you have submitted a repayment request, request the DPS to CANCEL THE REPAYMENT REQUEST to RESET THE DEPOSIT STATUS TO ACTIVE. The deposit can then be registered to your landlord for further consideration of your request.
For Let and Managed tenants only see below
I have an emergency, what do I do?
If you have an emergency, you must contact the emergency services if appropriate and take reasonable action to minimise any further damage to the property. This will include contacting network suppliers and turning off gas, electric or water supplies if safe to do so and subsequently reporting the details without delay to your branch
I do not have my keys and are unable to access the property, what can I do?
This is not a repair, however, your branch may be able to provide help with accompanied access or additional keys subject to staff availability and advance payment of reasonable administration and expense costs. Alternatively, you may contact a reputable locksmith at your expense. If the locksmith has changed the lock for whatever reason you must supply two key copies to your branch without delay.
The Letting People, Leamington Spa Branch, use Locksmith Express . Contact 01926 741032 or 07701061304
I have my keys but are unable to access the property, what can I do?
You may contact a reputable locksmith at your expense. If the locksmith has changed the lock for whatever reason you must supply two key copies to your branch without delay. If the locksmith confirms that it is the lock that has developed a fault through reasonable wear and tear, please supply copy invoice together with the locksmiths statement of the fault to your branch as soon as possible for consideration
The Letting People, Leamington Spa Branch, use Locksmith Express. Contact 01926 741032 or 07701061304
How long does it take to get repairs done?
This will depend on the nature of the repair and if the repair is the landlord's responsibility. Urgent repairs such as water leaks or no heating or hot water are progressed as soon as practicable and generally within 48 hours but will subsequently be dependent on contractor availability together with holiday periods. Non-urgent repairs will be scheduled to minimise costs and disruption to tenants. The LEAD TENANT should ensure that your contact details with your The Letting People branch are up to date and correspond by email. Please use the repair reporting form under tab 'REPAIRS'
For tenancy renewals
I am going on holiday, what do I do?
If you intend to be on holiday when your tenancy is due for renewal or extension, please contact your branch before you leave to confirm your intentions and to avoid possible misunderstanding with notice for possession being issued because you fail to reply to enquiries before or while you are away. You are advised to correspond by Email in all cases
For tenancy terminations
Do I need to give notice to end my tenancy at the end of my initial or renewed tenancy?
You need to give formal written notice if required in accordance with the terms of your tenancy agreement. We would advise you to notify your branch of your vacation arrangements without delay and before the end of your tenancy to ensure that everything runs smoothly, to book inventory and avoid delays to the repayment of your tenancy deposit.
Can I end my tenancy early?
NO. Early terminations of tenancy may be considered ONLY in exceptional change of personal circumstances and ONLY by the Landlord. The express written agreement of the Landlord will be required before proceeding to market the property for let and you will be required to make advance payment of the Landlords reasonable costs and additional fees due to The Letting People together with other terms and conditions which will be provided to you. In the first instance you must make a formal written request to end you tenancy early with a specific date AFTER which you will be able to vacate the property on demand. If you subsequently withdraw your early termination request, there will be no refund of any advance fees and charges paid to the Landlord or The Letting People
What if I have a complaint?
Each branch are members of (or have applied for membership of) the UK Association of Letting Agents (UKALA). Our aim is to provide the very best standards of service by following the UKALA Code of Practice. This is available to view on www.ukala.org.uk. However, if you believe that we have not given you satisfactory service you should initially discuss your concerns with a representative of your The Letting People branch.
The Letting People are members of The Property Redress Scheme at www.theprs.co.uk
We'd like to thank The Letting People for all their help in ensuring our stay in the apartment has been as comfortable as possible, and for dealing with the renewals and issues we have had so smoothly and efficiently. Mr F, Tenant, Warwick