Information for Tenants

  • We are committed to providing high quality services and operate a complaints handling procedure, a copy of which is available on request from our reception. If we cannot resolve the matter for you, we are members of The Property Ombudsman scheme and you can ask the Ombudsman to consider your complaint.

    The Property Ombudsman Service Milford House, 43-55 Milford Street, Salisbury, Wiltshire, SP1 2BP
    Tel: 01722 333 306 

  • On letting the property you will be required to pay a deposit, which will be a sum equivalent to six weeks rent or a sum agreed by the landlord at their discretion. The deposit will be held in accordance with the legal requirements on tenancy deposits and we will provide you with full details of how the deposit is held in the Tenancy Agreement. The deposit is held against decay or damage outside of the usual wear and tear. At the end of the tenancy and in accordance with your lease agreement, you will be required to agree the dilapidations with us or the landlord.

    The tenancy agreement cannot commence until full payment has been received.

  • The maintenance of the garden is the responsibility of the tenant. It is usual however for a landlord to be responsible for larger trees and shrubs, this should be defined in the Tenancy Agreement.

  • Due to money laundering regulations, we are required to confirm the identification of persons wishing to rent a property. To do this we require two forms of identification for each tenant:

    - Photographic identification (Passport or Driving Licence)
    - Proof of address (utility bill, bank statement dated within the last 3 months)

    Your identification must be the original copies and you must provide it in person. For more information regarding identification, please contact the branch.

  • We carry both Professional Indemnity Insurance and Client Money Protection Insurance. In the unlikely event that you need details of our insurance, please request details from our reception and we will write to you within 14 days. 

  • The occupants are responsible for insuring their possessions within the property.

    Many landlords require that the tenant has adequate contents insurance before allowing the tenancy agreement to be signed. If this is the case please discuss the matter with Emsleys Estate Agents. 

  • In cases where Emsleys Estate Agents are managing the property on behalf of the landlord, an inventory will be given to you at the start of the tenancy. You will be asked to check its contents and return it to us within four days. Should the inventory not be returned, the copy issued will be held to be a true and accurate reflection of the property and it will be this inventory on which all subsequent inspections are conducted.

    In cases of our ‘Let Only’ service the landlord will give you an inventory of the property and inform you of the check-in and check-out procedures.

  • Domestic hot and cold water systems can provide an environment where Legionella bacteria can grow. This can cause Legionnaires Disease which is a potentially fatal form of pneumonia caused by inhalation of small droplets of contaminated water containing Legionella bacteria.

    We are providing you with this information to ensure that you keep yourself safe and reduce the risk of contracting the disease.

    You must make sure that:

    1.  Hot water in the system remains hot
    2.  Cold water is kept cold
    3.  The water is kept circulated

    It is important that you:

    1.  Do not interfere with the settings on your boiler or hot water system. The hot water should be set so that the water is heated up to 60°C.

    Tell your landlord if:

    1.  The cold water is still running warm after you have initially run off any water which may have accumulated in the pipes. It should not be above 20°C.
    2.  There are any problems, debris or discolouration in the water.
    3.  The boiler or hot water tank is not working properly, particularly if the water is not coming out of the taps at a sufficiently high temperature. It should come out at a temperature of 50°C after it has run for a minute at the most.

    Where showers are fitted:
    1.  If they are used only occasionally then flush them through by running them for at least two minutes every week. Keep as far away as possible whilst this is being done.
    2.  Clean the shower head periodically, descale and disinfect it. This should be done at least every six months.

    Where a property is left vacant for any time make sure that when it is occupied again at the outset both hot and cold water systems are flushed through by running all outlets for at least 2 minutes.

    It is your landlord’s responsibility to take precautions to prevent Legionella being present in the hot or cold water system but tenants and residents also have an important part to play in taking these simple and practical precautions. 

  • A maximum of 4 tenants will be considered for one property unless an agreement has been made prior to any viewings. All tenants wishing to live at the property must be named and have signed the Tenancy Agreement.

  • When Emsleys Estate Agents are the managing agent for the property, rent will be paid by standing order. If there are multiple tenants, private arrangements need to be made so that rent is paid via one standing order. We will not accept payment from an individual not named on the agreement.

    All tenants are jointly responsible for rental payments and unless agreed under a release clause each tenant is committed to paying the full rent for the entire term. 

  • Where the tenant(s) wishes to make a payment of rent in advance, we will require the tenant(s) to provide proof of the funds along with their identification documents, in order to satisfy our obligations under the Money Laundering Regulations. If you are unable to provide evidence that you have the funds available and evidence of your identity, we may not be able to complete the tenancy.

  • Unless agreed otherwise under the terms of the tenancy, tenants are usually required to pay the following from the start of the tenancy:

    - Council tax to the local authority
    - Water rates to the named supplier
    - Gas to the named supplier
    - Electricity to the named supplier
    - Telecom services

  • Before a tenancy can begin it is necessary for each applicant to obtain a reference. Upon verifying that the applicant is over 18 years old, Emsleys Estate Agents will undertake references through an external referencing agency. The referencing costs are:

    • Each Individual: £120.00
    • Guarantor: £120.00
    • Company: £120.00
    • Overseas clients: £120.00

    All costs are inclusive of VAT and non-refundable.

    If you have not been living at the same address for more than 6 months, working in same company for more than 6 months, or you are in a job with low earnings, a guarantor may be required to support the application for tenancy. The guarantor will be required to sign a legal agreement accepting liability if the tenant is unable to meet the obligations of their tenancy agreement.

    Regrettably we are unable to process applicants on housing benefit unless supported by a guarantor or otherwise agreed with the Landlord.

    If a tenant is not required to be referenced, an administration fee of £60.00 per person will still be charged. This payment is non-refundable, unless the landlord decides not to proceed with the letting. 

  • You will be informed on signing the tenancy agreement who you should contact if maintenance and repairs are required at the property. Please be aware that tenants are responsible for minor tasks such as changing light bulbs, vacuum cleaner filters and bags. Under the agreement the tenant may be responsible for the cost of repairs or replacements when they have acted carelessly or in a negligent manner.

  • Subject to references, an amount of £200 must be given to us so that we may secure the property on your behalf. This will then be placed towards the rent payable of the tenancy. Should you decide not to proceed with the letting or your references are unsatisfactory the monies are non-refundable. The money will be refunded in cases where the landlord decides not to proceed with the letting. 

  • It is a legal requirement from the 1st February 2016 for all Landlords/Agents to check a tenant(s) has the legal right to live in the UK. Therefore, we must conduct checks on all applicants who will be residing at the property or on any changes to the tenancy e.g. should a partner move into a property at a later stage. Please remember you must seek consent for another person to move into the property.

    We will need to see original copies of documents to be able to prove your status and you will need to bring these to the office for verification. The check will be conducted by our referencing company. Documents such as your passport will be required.

    You will be unable to take up a tenancy until such checks have been undertaken so please allow time for this when choosing a move in date.

    Fee for Right to Rent Checks – a charge of £12.00 inc. VAT per person will be required for the Right to Rent Checks. This is payable on reservation of a property.

  • Tenants are required to test these periodically to ensure they are in full working order. If battery operated, tenants should ensure that old batteries are replaced and that they never remove batteries, tamper or break any alarms at the property.

    Any problems with alarms needs to be reported to your Landlord and/or managing agent immediately.

  • There is no longer an obligation for the landlord to pay SDLT charges. If the net value exceeds £125,000 per tenancy then the SDLT becomes the responsibility of the tenant. This is applicable on a cumulative basis and you will be made aware of your responsibility if we believe that SDLT is liable to be paid. 

  • It is the responsibility of the tenant to hold a valid TV licence irrespective of whether the landlord has provided a television or not.

  • The Tenancy Agreement sets out the terms of the property you are letting. It is therefore important that you read and understand the terms and conditions prior to signing it.

    The agreement may incorporate regulations or terms of the landlord’s head lease, should they own the property under a long lease. These will be made available to you at the commencement of the Tenancy.

  • During a tenancy general wear and tear should be expected. The tenant cannot be held responsible for changes in the properties condition as long as it falls within “responsible use of the property.” A number of factors need to be taken into account when considering damage or deterioration:

    1.  The condition according to the inventory report at check-in / check-out
    2.  The quality (therefore durability) of the item in question
    3.  The length of time the property has been occupied
    4.  How many occupants are expected to live in the property
    5.  Any extenuating circumstances

    The landlord cannot expect old items to be replaced with new ones, unless the items damaged are new themselves. It is important to remember that modern pieces of furniture may not be as durable as older, antique pieces.

    Below are some guidelines for the anticipated ‘life expectancy’ of house decorations:


    Family occupancy

    Sole/couple occupancy

    Emulsion covered walls

    Non smokers

    3 years

    5 years

    Permitted smokers

    2 years

    2-3 years

    Wallpaper and similar coverings

    High quality

    5 years

    6-8 years

    Standard quality

    3-5 years

    5 years

    Permitted smokers

    3 years

    3 years

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