Information for tenants

We value all our tenants, we strive to ensure you receive a quality service both before, during and after your tenancy with us. Our staff are trained to provide you with the most up to date information. We are recognised members of the RICS and DPS and all our staff are Rent Smart Wales Trained and Licensed. We operate within strict codes of conduct and all deposits are fully protected.

Please read our tenants guide, if there are any questions please contact your nearest branch.

Tenants Guide:

Tenancy application and references.

Any prospective tenants over the age of 18 will be required to complete an application form, They will also be named on the tenancy agreement. Once the referencing forms have been completed, they will be submitted to our referencing agency who will be in touch to check the following information:
* you will be credit checked
* we will check your employment history and salary
* we will check your previous address history as well as landlord/agent references
* if your self employed we will check your self employed accounts
* we will check your income details
* to pass our checks you must earn 3 x the annual rent, if you do not meet this, you may be asked to provide a guarantor, who will also be subject to the checks listed above

Reservation Fees.

Once we have agreed to rent to you verbally, you will then be required to pay one weeks rent as a reservation fee. This will be taken from your 1st month's rent if your application is successful. This is refundable if the landlord changes their mind about letting the property.

The reservation fee is non-refundable if you decide to withdraw from the tenancy or you fail our referencing process or provide us with inaccurate or misleading information regarding your credit file, address history, salary.

Tenancy Terms.

Please ensure you are fully aware of the tenancy terms and the tenancy agreement before you agree and sign the tenancy agreement. If you need clarification, please speak with a member of the branch who is dealing with your application. Good practice is to ensure that you, us and the landlord have agreed basic terms before you pay a reservation fee. This will include making sure you and the landlord have agreed on a potential move in date.

Tenancy agreement and letting process.

Once the references have been returned to us and are satisfactory, we can confirm a set move in date, length of tenancy, conditions that will be included within the tenancy agreement and confirm payment details for the first month's rent and deposit. Before the tenancy commences you will be required to sign an assured shorthold tenancy agreement. The tenancy agreement will fully explain all the terms and conditions of your tenancy that are implied by us or by law. 

Before you move in we will need to ensure that all relevant safety checks have been completed such as Gas Safety and an inventory. An inventory is a detailed report of the condition of the property that you will be letting.

Rent and Deposit Payments.

The first month (or months in advance) payment along with the deposit are to be received by us in cleared funds prior to the tenancy start date. This can be paid by BACS, cash or debit card. 

All future rent payments are payable in advance by standing order. If the property is managed by us, these payments will be transferred to our protected clients account, if the landlord manages the property, this will be paid directly to their nominated account.

Before the tenancy commences, you will be required to pay a deposit. The deposit again will need to be paid by BACS, cash or direct debit. If the property is managed by us it will be protected within the Deposit Protection Service (DPS). If the deposit is protected by the landlord, the deposit will be transferred to the landlord who will register in a deposit protection service of their choice.
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Most tenancies are assured shorthold which fall within the housing act. However on occasions such as letting to a company, such tenancies do not fall under the deposit protection rules. These types of tenancies do not require the deposit to be registered with a tenancy deposit scheme.


All managed tenancies will be provided with a document noting the condition of the property before you begin your tenancy. Unmanaged landlords reserve the right to provide an inventory. The inventory is a very important document which should be read carefully on the first day you move into the property. You should ensure you read the inventory page by page and note down your comments. If you see anything that is incorrect or has been missed, it should be reported ASAP. This should be signed and returned to us within 7 days.

Tenant Obligations.

The tenancy agreement will provide you with a full list of your obligations. The property is your responsibility during your tenancy. You should report any defects or gas and electrical issues immediately as they happen. This should be done verbally in an emergency and then followed up in writing. If you are leaving the property for two weeks or over, it is good practice to notify the landlord/agent incase of any security/emergency issues.
You will be required to maintain the property in good decorative order including carpets and floor  coverings, any fixtures and fittings that have been included. Garden areas must also be maintained.

Ourselves or the landlord may wish to inspect the property periodically. You will be given plenty of notice and a mutual time and date can be agreed. During our visit, you will have the opportunity to discuss the property or any concerns you have.

Utilities and council tax.

During your tenancy you are responsible for service and utility charges relating to the property unless explicitly agreed in writing within your tenancy agreement.
You will be responsible for payment of gas/oil/lpg/electric utility suppliers, water bills, council tax (unless exempt), drainage (if private system). The utility suppliers will be notified by us if we manage the property. However it is your responsibility to ensure you check with all utility companies that your details are correct including meter readings if applicable.

Television licenses, telephone and broadband are not included with any tenancy and should be arranged and paid directly by you when required. Landlords are not responsible for the quality of such connections.


The tenant is responsible for arranging suitable insurance cover for their own personal possessions and furnishings. It is also critical that you ensure any potential damage that maybe caused to the landlord's building. If you require a quotation on a suitable level of cover please call 01792 475332.

Tenancy renewals.

As your tenancy reaches an end, you maybe contacted to discuss if you wish to extend your agreement, this will either be a fixed term or periodic (monthly).