Tenant FAQs

Tenant FAQs

Here you will find a comprehensive list of the topics which Tenants most frequently ask about. If you can't find the information you need then give our Lettings team a call, they will be only too happy to help

Utility, Telephone, Broadband, Media Providers and Council Tax

It is the tenant's responsibility to arrange for the transfer of utility, telephone, broadband, media providers and council tax accounts into their name.

Who may occupy the Property

Only those named on the tenancy agreement as tenants and members of those tenants immediate family may occupy the property. The tenancy may not be transferred to any other third party.

Opening Hours

9.00am – 5.30pm Monday to Friday, excluding all Public Bank Holidays

Lost Keys

If a tenant loses house keys, whatever the circumstances, they are responsible for the cost of replacement and the cost of having additional sets cut is to be borne by the tenant. If a lock change is required as a result of the tenant losing a key they will be charged the cost of the lock change. If the tenant occupies a flat in a block which has a common entrance door key they will also be charged the cost of providing all occupiers in the block with new keys.

Should a window be damaged by the tenant or visitor it is the responsibility of the tenant, to repair and/or re-glaze.

Tenant decorations and alterations

Landlords expect their properties to be treated as the tenants own home. However, the landlord's consent must be obtained prior to any redecoration or alterations being carried out. Failure to comply with this may result in the tenant being charged the cost of returning the property to its original condition at the end of the tenancy.

Gas Appliances

By law the landlord must comply with the Gas Safety (Installation and Use) Regulations 1998 and subsequent associated legislation. The landlord must have all gas systems, appliances and flues checked at least every 12 months by a GAS SAFE registered engineer. These regulations do not apply to gas appliances owned by tenants for example a gas cooker. The tenant will be provided with a copy of the gas safety certificate provided by the inspecting engineer.

Periodical visits

Visits may be carried out on the property by our appointed representative at any time, but the tenant will be notified in writing, the time and date of which can be agreed with our authorised agent in advance and tenants have the option of being present.

Maintaining the Property

The tenant is responsible for normal household maintenance at the property just as if they owned the property instead of renting it. Normal day to day occurrences happen as a result of living in a property whether it is owned or rented, and so issues such as replacing light bulbs, cleaning windows, cutting lawns, maintaining hedges and borders, keeping all drains clear from leaves and blockages, the removal of such pests as fleas, ants, wasps, etc. and any other tasks have been ruled as being normal household management and therefore tenant responsibility.

If there is a garden with the property tenants must keep it in good seasonal order. Tenants must not uproot established trees and shrubs and must not remove lawns as already laid at the commencement of the tenancy.

Repairs and Maintenance

If a tenant experiences any problems with either the structure or contents (provided by the landlord) of the property, they should contact our office immediately during office hours and we will arrange for one of our approved contractors to investigate the problem.

In certain circumstances, and normally where any work required is substantial, either in terms of cost or magnitude, it may be necessary to obtain more than one quotation from contractors, or to instruct a surveyor to assess the nature of the problem so that it can be resolved effectively.

If a contractor attends to a problem that the tenant has reported and the fault is due to lack of care or misuse, the tenant will be charged for the cost of putting it right and any associated call out costs.


One set of keys will be issued on the commencement of the tenancy. You are responsible for ensuring the property is secure and locked at all times when no one is home. Our appointed agent may retain a set of front door keys.

Payment of Rent

The tenancy agreement is a legally binding document which requires the tenant to pay the rent in full in cleared funds on the rent due dates usually by standing order.


All persons over the age of 18 and residing at the property as their main residence will need to pay an administration fee and be referenced. Our referencing is carried out by an independent professional referencing company and includes all the personal, credit and employment checks expected to be undertaken to verify the ability to act as a responsible tenant capable of meeting commitments as set out in the tenancy agreement.

Contents Insurance

Tenants are advised to have their own contents insurance for their personal possessions. These items are not covered by the Landlord's insurance if the property is broken into or subject to flooding, fire etc. However, having a tenant's contents policy will enable tenants to cover the Landlord's goods against accidental damage by the tenant and will also provide tenants with Public Liability cover which is essential should a substantial claim ever be made against the tenant.

LSL Corporate Client Department nor your landlord will accept any liability for a tenant's failure to have their personal possessions fully insured, nor protect against accidental damage to the Landlord's goods, or a lack of Public Liability cover.

Deposit Return

If the tenancy is an Assured Shorthold Tenancy and the deposit is registered with the Deposit Protection Service (DPS) scheme as referred to previously, we will need to agree any deductions with both parties and both parties are required to sign a form confirming mutual agreement to any deductions. The deposit will then be distributed accordingly.

Details regarding the deposit and schemes will be provided within 14 days of paying the deposit. If a dispute arises between the landlord and tenant then no deposit can be released until either the matter is resolved and the necessary form signed or the dispute has been referred to the DPS scheme Administrator or the Courts and an independent decision on apportionment of the deposit has been reached.

When You Can Leave

The tenancy agreement is a legally binding contract; tenants must give notice in accordance with the tenancy agreement and the Law relating to a tenant's ability to give notice. Tenants should contact us at the earliest opportunity if they have a problem and need to leave early or are unsure of what the required legal procedures are to give correct notice to end the tenancy.

We will arrange for an authorised body to attend the property to carry out the check-out, verify the condition of the property against the inventory and read the meters. Tenants will be required to return all sets of keys at this meeting and may be charged on a daily basis until all keys and possessions are surrendered.

Tenants must be ready to leave the property, all personal effects and furniture must be removed and items belonging to the property must be returned to their original position. If the property has been professionally cleaned prior to occupancy the landlord reserves the right to charge for a professional clean once the tenant has vacated.

Responsibilities during the tenancy

Unless specifically agreed otherwise in writing, tenants are responsible for payment of all utilities/services at the property and this includes Gas, Electricity, Oil, Coal, Water and Sewage charges, Council Tax, Telephone/Internet charges, TV Licence and any charges associated with the usage of cable or satellite television.

Tenants are responsible for keeping the property and its contents in a clean and tidy condition, including the regular upkeep of any garden. Tenants are responsible for replacing "everyday consumables" such as: light bulbs, fluorescent tubes and starters, vacuum cleaner bags, batteries for doorbells or smoke detectors or remote handsets etc. Tenants must not carry out any redecoration to the property or put nails in walls etc. without specific written permission and must not carry out unauthorised repairs, except in an emergency. The property and contents must be thoroughly cleaned at the end of the tenancy.

The Tenancy Agreement

The Tenancy Agreement term will be agreed at point of application though the initial term is usually 6 or 12 months. Provided the tenancy has been conducted satisfactorily, prior to the notice period of the initial tenancy, tenants will be contacted regarding renewal options.

Checking into the Property

Tenants are advised that although BT points and TV aerial or cable points may be present, there is no guarantee they are 'live' and it is the tenant's responsibility to make these active. One set of keys will be provided, if extra keys are required this will be the responsibility of the tenant and any additional keys cut must be handed back to the appointed agents at the end of the tenancy.

Moving In

Appointments to move into the property can only take place during office hours; exceptions may be granted but will be discussed when we are in receipt of satisfactory references. Under no circumstances will tenants be checked into a property until all necessary fees and payments have been paid in full by way of cleared funds. All tenants must sign the necessary legal documentation before the legal commencement of the tenancy i.e. taking up authorised occupancy.


Before moving into a property, the security deposit and minimum of first month’s rent must be received as cleared funds. Our office will advise the exact amount in relation to the proposed property.

Where a Landlord agrees that a pet (for example cat or a dog) can be kept at the property, the security deposit must be increased by £100 for each such pet. Any carpets must be cleaned to a professional standard at the end of the tenancy and be paid by the tenant. At the end of the tenancy the additional deposit amount will be retained for 1 month to allow for any infestation treatment. Please note the amount of your deposit will need to be increased by these amounts should the Landlord agree to a pet at the property at any time after the tenancy has commenced.

All deposits received on any Assured Shorthold Tenancy must, by Law be protected in one of the schemes authorised by the Government for this purpose. Details are provided to advise which scheme the deposit has been registered with as part of the tenancy completion process.


In certain cases a Guarantor must be provided at the start of the tenancy and the same or a replacement must remain guaranteeing the tenancy for as long as it continues. The Guarantor must also complete an application form and be referenced. This will incur a referencing fee.