Tenant questions and answers

Open a property listing and send an enquiry, or call 01254 449034. We will confirm availability and arrange a suitable time. We offer evening and weekend viewings. We can sometimes arrange a same-day viewing when the property is vacant, subject to team availability.

Our viewings are relaxed and personal. We do not wear uniforms or make the visit about us. The focus is on the home: showing you around, answering your questions and giving you space to decide whether it feels right for you.

Where available, our listings include a 360° virtual tour and floor plan so you can get a good feel for the property.

After viewing, complete our online rental application from your smartphone. There are no paper forms or handwriting. The form takes around 10 minutes; you can upload your supporting documents through the secure link shown after you submit it.

Yes. We welcome applications from people receiving benefits, including applicants who also work. Tell us about all sources of income when you apply.

Yes, we carry out credit checks as part of the rental application. We do not make a decision on that one factor alone. We consider the full application, including income, references and individual circumstances.

No. We do not require a guarantor for our rental applications.

Yes, tell us about any pets in your application, including the type and number. We pass requests to the landlord and consider them under the current rules. Please do not assume a pet is agreed until you have written confirmation.

The amount is shown on each rental listing. We will explain the tenancy terms and deposit protection before you commit.

Tenants can report repairs through PropertyFile 24 hours a day. Include the property address, details of the issue and photos if helpful. For an urgent problem, call 01254 449034.

See our To Let listings for current availability. If none are listed, check back or contact us about what you need.

We provide the details for the specific property and tenancy during your application and before you sign.

We request a holding deposit equal to one week’s rent only after your application is accepted in principle and we begin referencing and pre-tenancy checks. It reserves the property while the application progresses; it is not an administration or referencing fee. The limit is per tenancy, not per applicant.

If you choose to withdraw, we may retain it where the Tenant Fees Act permits. It must still be refunded where a legal exception applies, including where the landlord or agent acts unreasonably so that you cannot reasonably be expected to proceed. If the landlord withdraws, we refund it.

If the tenancy proceeds, it is refunded or, with your agreement, credited towards your first rent payment or tenancy deposit. The usual deadline for agreement is 15 calendar days from receipt, unless a different period is agreed in writing. Any required refund or written explanation of lawful retention will be provided within the applicable seven-day deadline.