Tenants

We understand that the rental process can be daunting and occasionally confusing.

As a team, we pride ourselves on our excellent customer service and endeavour to provide clear information to ensure you have a positive rental experience with us.

To this end, we have outlined our fee structure below. Please note our fees are inclusive of VAT at 20% and are in line with the Tenant Fee Act 2019 which prohibits fees being charged to tenants with the exception the permitted payments detailed in the table below.

View homes to rent
Beige sofa with various green cushions

Payment Guide

Permitted Payments

Detail

Permitted cost (inc VAT)

Rent Paid monthly in advance by standing order Per advertised amount
Deposit Refundable security deposit is required on any Standard Property Let (including rooms, garages, and bedsits) Based on five weeks’ rent or six weeks’ rent if the annual rent is over £50,000
Revision of Tenancy Agreement Revision of Tenancy Agreement when an assignment, variation or novation to the lease takes place £50
Lost security items during office hours Sourcing replacement products, travel, obtaining permissions Agent’s time charged at £15 per hour plus the reasonable cost for the replacement item
Charge for late payment of rent Interest accrues from day one if the rent is not paid within 14 days of the due date The interest is limited to 3% over bank base rate
Early Termination Charge (if the tenant wishes to break the contract early) Cost of full service to re-let the property. Reflecting fees normally payable by a landlord wishing to have a property let on a Let Only basis (i.e. non-managed). This includes the following services:

  • Allocation of a property manager
  • Valuation and advice on renting
  • Property details, floor plans, and photos
  • Advertising & Marketing (this includes online via property portals and social media, plus offline through To Let boards and other media)
  • Accompanied Viewings (including out-of-hours viewings)
  • Full vetting and referencing of Tenants
  • Issuing and receipt of How to Rent Guide, which prescribes information set by TDS
  • Preparation of the Tenancy Agreement
  • Collection of rent & deposit
  • Full inventory with the schedule of condition and photos, plus pre-move-in risk assessment
  • Testing of smoke and CO detectors (if accessible)
  • Arrangement of utility transfer
  • Set up standing orders and monthly statements
  • Registering of deposit with TDS
  • Compliance Checks (Gas, Electricity, EPC)
120% of one month’s rent + Preparation of new Tenancy

Agreement: £90
Inventory and photos: £90 + £18 per bedroom
Registration of deposit: £30

Please see Early Termination Fees to see a table which reflects Early Termination Costs at different stages of the tenancy.

Company Tenancy Fee This is for non-Housing Act Tenancies £420

Maintenance

  • Reporting
  • What happens next
Reporting

We want to deal with maintenance issues efficiently, so if the issue is non-urgent, we politely ask that you report this to us via your Property File login or email maintenance@hwwhite.co.uk.

Please attach a photo/s of the area or issue you are reporting, as this will be useful for us, the landlord, and the contractor.

If the matter is deemed a tenant’s responsibility or down to user error, you may be charged for any contractor visit.

Log in to Property File
What happens next

You will receive a further update on your submission from a member of the maintenance team normally the next working day (if you don’t receive an update, then you can contact us via email at maintenance@hwwhite.co.uk.

If you have a property file login, the maintenance status and updates will be updated online.

If the issue raised is your landlord’s responsibility, then we will contact them for their formal instructions to act and instruct a contractor.

We will endeavour to keep you updated via e-mail (please make sure we have your up-to-date email & telephone numbers).

Please note that the instruction to carry out remedial works will be subject to approval by your landlord, the availability of the appropriate contractor(s), and the availability of any parts.

Property File

Please log in to Property File to report maintenance. If you don’t have this set up, then please contact us and we can activate this for you.

If the matter is urgent, please call the office on 01722 336422.

Tenancy FAQs

Do you have an anti-money laundering policy?

Yes, Whites are registered with the RICS CMP Scheme. A copy of our CMP Certificate can be seen here: ‘Client Money Protection Certificate.’

Do you have a client redress?

Yes, Whites are registered with The Property Ombudsman. Our complaints procedure is available from our complaints manager, Tony Williams  on email tonywilliams@hwwhite.co.uk

What is the tenancy agreement?

You will be required to sign an assured shorthold tenancy under the provisions of the Housing Act 1988, the Housing Act 1996 and the Housing Act of 2004 for a minimum period of six months. This is the ‘fixed term’.

At the end of this period, you can be contracted into an extended fixed term period or you will move to a ‘periodic term’. This periodic agreement may carry on a statutory periodic basis monthly until either side terminates the contract.

What references will I need?

We require an employer’s reference, a bank reference, a credit reference, and a letting agent or landlord reference.

Do I need to provide a guarantor?

In certain circumstances, we will advise you that you will need to provide a guarantor.

Do I need any identification?

You do need to provide proof of identity before signing a tenancy agreement by the Money Laundering Regulations 2007. We require a valid passport or photo-card driving license AND a utility bill dated within the last three months or a current council tax bill.

What deposit do I need to pay?

We require the equivalent of five weeks’ rent as a deposit before your tenancy begins (or six weeks’ rent if the annual rent is over £50,000).

Your deposit will be placed into the Government-backed Tenancy Deposit Scheme or TDS which will ensure it is kept safe until the end of the tenancy when it will be repaid, assuming you have paid all rent and the property is as it was when you took it over.

If the landlord makes deductions, say for damage, and you don’t agree with those, there is an independent dispute resolution service from the TDS which is free.

You can read more here.

The TDShis scheme is supported by the RICS, the NARLA, and the NAEA.

What happens if I have a pet?

Some of our properties are not suitable for pets. You must inform Whites before processing your application if you have a pet. The Landlord’s consent will be required before a rental period is agreed with a pet in-situ.

Please note: You will breach your Tenancy Agreement if you subsequently have a pet living on the property without written permission. This may jeopardise your ongoing tenancy and result in a claim for damages.

Can I smoke in the property?

Most of our properties have a non-smoker policy. Please inform Whites if you are a smoker before your application is processed. Landlord consent will be required.

You will breach your Tenancy Agreement if you habitually smoke in your property without prior agreement. This may jeopardise your ongoing tenancy and result in a claim for damages.

When do I pay my rent?

Rent is payable in advance. A standing order needs to be set up direct from a bank account. Please note interest can be charged on late payments of rent and interest accrues from day one if the rent is not paid within 14 days of the due date. The interest is limited to 3% over the bank base rate.

How and when do I pay my deposit and initial rent?

Your initial invoice will be issued before the start of your tenancy. This invoice must be paid in full on or before the start date of the tenancy.

A bank transfer or debit card payment is preferred. If you have to make a cheque payment, this must be made at least 10 working days before the start of your tenancy to give it time to clear through the banking system.

What utility bills do I need to pay?

You are responsible for all utility bills such as gas, electricity and water

Who is responsible for council tax?

You are responsible for all Council Tax charges.

Disclaimer: We make every effort to provide accurate information on the property. We cannot guarantee the accuracy of this information, nor do they form part of any contract. We strongly advise you to verify the Council Tax banding directly with the local council tax office.

Do I need to inform the utility companies?

At the start and end of your tenancy, we will inform the current utility companies of the meter readings and the change of occupancy.

You will then receive a welcome letter from the utility company with details of your future payments.

Please contact Whites if you do not receive any information.

Who is responsible for the telephone line and broadband?

You are completely responsible for the connection of the telephone line and bill payments.

Who is responsible for insurance?

The Landlord is responsible for the building’s insurance.

Prior to the start of the tenancy, the tenant is recommended to take out contents’ insurance including accidental damage cover. If you choose to take out insurance, please bring the policy details with you when you sign your Tenancy Agreement.

Who do I need to report any maintenance or repair issues to?

Please phone our lettings team and speak where possible to your dedicated property manager to report any problems with the property.

You are responsible for minor repairs such as changing light bulbs, fuses and batteries.

Please note that we will not accept responsibility for payments to a tradesman who has been employed by you without prior agreement from Whites.

Who is responsible for smoke alarms and CO detectors?

You must check that the smoke alarms and CO2 detectors are working at the start of your tenancy. You must regularly check this equipment and change the batteries when necessary.

Do you perform a check-out inspection?

At the end of your tenancy, we will arrange for an inpsection of your property. This includes a final inventory, check for any dilapidations and confirming closing readings to the utility companies.

How do I know what to do at the end of the tenancy?

We will issue you with an end of the tenancy checklist. Please read and complete this, and return it with your keys.

Please be aware that the details on this form are crucial, and the timing of your deposit refund may be delayed if the form is not completed.

Please check our Tenancy Checkout Guidelines under lettings advice on our website. This also includes contact details for our recommended professional cleaners. LINK

NB Cleaning – We strongly recommend using a professional cleaner as it is essential that cleaning is carried out to a high standard. If the clean is unsatisfactory, you will be in breach of your contract.

When do I get my deposit back?

Once the check-out inspection has been completed, your tenancy checklist has been returned, and any dilapidation costs and/or rental payments have been deducted (with your written agreement), we will return any deposit monies by bank transfer.

I’ve been immensely impressed by Whites Salisbury over the last several years. I only rent out one property but Carly and Diane have provided first rate support. They charge a fair amount for the management of the flat; they get in good value companies to undertake repairs and always keep me informed of any issues. Highly recommended.

Gary a.

Whites have been exceptional in my sale and purchase. From the valuation to viewing, I felt safe in Matthew’s hands. The team as a whole, in particular, Sally were welcoming and made the stressful procedure so much better. I would 100% recommend Whites, a small team with a big heart.

Caroline W.

Tony Williams was an important factor in making the house sale go through as smoothly as possible. He was there to offer advice and support and we are most grateful for his kind and professional service. Thank-you Tony and the White’s team for an awesome job!!

Kenneth K.

We were on the fence about moving when we approached several agents and Tony Williams of Whites’ gentle approach helped us to make the decision that was right for us. We sold during a tumultuous market and Tony did an excellent job of managing our expectations as well as our buyers.

Chris W.

Blog