During the Tenancy

Welcome to your tenancy

This guide outlines your key responsibilities and what to expect while you're living in one of our managed properties. Please read each section carefully — if you have any questions at all, don't hesitate to get in touch with us

1. Rent

Rent must be paid in full and on time, on or before the due date stated in your tenancy agreement. Payments should be made by standing order unless an alternative method has been agreed in writing.

If you anticipate any difficulty making a payment, please contact us as early as possible so we can discuss options. Persistent late payments or arrears may result in formal action in accordance with your tenancy agreement and relevant legislation.

Important: Failure to pay rent on time is the most common reason tenancies encounter problems. If you are experiencing financial difficulty, organisations such as Citizens Advice and Step Change offer free, confidential support.

2. Reporting Maintenance Issues

If something in your property needs repairing or isn't working as it should, please report it to us promptly. Early reporting helps prevent small problems from becoming larger, more costly issues.

When reporting an issue, please provide as much detail as possible, a brief description, the location within the property, and photographs where practical. This helps us arrange the right tradesperson and resolve things faster

Report issues as soon as they arise — do not wait
Include photos or a short video if possible
Make the property accessible for any arranged repair visits
For emergencies (gas leak, flooding, total power failure), contact the relevant utility provider immediately and then notify us

Tenant-caused damage: Please note that repairs arising from tenant negligence or misuse may be recharged to you in accordance with the tenancy agreement

3. Safety Responsibilities

Your safety is a shared responsibility. The landlord is responsible for ensuring the property meets all legal safety requirements, including gas safety, electrical safety, and the provision of smoke and carbon monoxide alarms. As a tenant, you have an important role to play in keeping the property safe day-to-day

Test smoke and carbon monoxide alarms regularly — at least once a month
Never remove, disable, or tamper with any alarm or safety device
Maintain adequate ventilation throughout the property, especially in bathrooms, kitchens, and areas prone to moisture
Do not block fire exits, communal hallways, or escape routes
Report any faults, damage, or safety concerns to us immediately
Familiarise yourself with the location of the gas shut-off valve, fuse box, and water stopcock

Gas emergency: If you smell gas, open windows, do not use electrical switches, leave the property, and call the National Gas Emergency Service on 0800 111 999

4. Access to the Property

As per your tenancy agreement, we are required to carry out regular inspection visits to check the condition of the property. These visits are typically carried out every 3–6 months, or sooner if instructed by the landlord.

We will always provide you with reasonable notice before attending, a minimum of 24 hours, as required by law. Inspections are carried out to protect both your interests and those of the landlord, and we aim to schedule them at a time that is convenient for you.

This right of access also applies to showing the property to prospective tenants or buyers where applicable. You are contractually required to allow these visits to take place.

Please note: If an appointment has been arranged and access is not provided, a call-out fee may be charged to cover wasted time and costs. If you need to reschedule, please contact us as early as possible

5. Looking After the Property

You are expected to take reasonable care of the property throughout your tenancy, treating it as if it were your own home. This means keeping it clean, tidy, and in good condition.

Keep the property clean and free from excessive clutter
Ventilate rooms regularly to prevent condensation and mould build-up — open windows, use extractor fans, and avoid drying clothes on radiators
Report any maintenance issues or damage promptly
Do not cause or allow avoidable damage to the property, fixtures, or fittings
If the property has a garden, keep it maintained to a reasonable standard unless otherwise agreed
Dispose of rubbish in the correct bins and on the correct collection days

Condensation & mould: Condensation is one of the most common issues in rented properties. In most cases it can be prevented through adequate heating, ventilation, and moisture control. If you notice mould forming, clean it early and inform us, untreated mould can cause health concerns and deposit deductions.

6. Alterations & Pets

No alterations, decorations, or installations may be carried out at the property without prior written permission from the landlord, obtained through us as the managing agent. This includes, but is not limited to, painting walls, fitting shelves, changing light fittings, installing satellite dishes, or making any structural changes.

Pets are not permitted at the property unless prior written consent has been granted in accordance with the tenancy agreement. Where permission is given, additional conditions may apply.

Want to make a change? Just ask. Many requests are considered on a case-by-case basis and the landlord may grant permission. The key is always to seek approval in writing before carrying out any work.

7. Neighbours & Conduct

We expect all tenants to behave in a considerate and respectful manner towards neighbours, other residents, and the wider community. This is not only a condition of your tenancy agreement but also a legal obligation

Avoid excessive noise, particularly during late evening and early morning hours
Do not engage in antisocial behaviour or allow visitors to do so
Comply with any building regulations, estate rules, or communal area guidelines applicable to the property
Be mindful of shared spaces — keep communal areas clean and unobstructed

Antisocial behaviour: Persistent complaints or confirmed antisocial behaviour can result in formal action, which may include proceedings to end the tenancy. Please treat others as you would wish to be treated.

8. Ending Your Tenancy

If you wish to vacate the property, you must provide notice in writing in accordance with the terms of your tenancy agreement. For most assured shorthold tenancies, this will be a minimum of one month's notice, expiring on the last day of a rental period.

Before the end of your tenancy, we will arrange a check-out inspection to assess the condition of the property against the inventory prepared at the start. To give yourself the best chance of a full deposit return, please ensure the following:

Return the property in the same condition as at check-in, allowing for fair wear and tear
Carry out a thorough professional clean — particularly the oven, bathrooms, and carpets
Return all keys, fobs, and remote controls
Ensure all personal belongings and rubbish are removed
Redirect your post and inform utility providers, the council tax office, and any relevant services of your move
Provide forwarding details so we can return your deposit promptly

Your deposit: Your deposit is protected with a government-authorised tenancy deposit scheme. At the end of the tenancy, any proposed deductions will be clearly itemised and supported by evidence. If there is a dispute, the deposit scheme offers a free resolution service.

Need to Get in Touch?

Whether it's a maintenance issue, a question about your tenancy, or an emergency, we're here to help. Please don't hesitate to contact us during office hours, or use our emergency line for urgent out-of-hours issues.

Our contact number:

Gas emergencies: 0800 111 999 (National Gas Emergency Service)

This Hub is general guidance and does not replace your tenancy agreement or statutory rights.