Tenants FAQs

Why do I have to pay a holding deposit?

In order for the Landlord to remove the property whilst the referencing process takes place, a holding deposit must be paid. This is non-refundable should you decide not to proceed with the Let.

When can I move in?

Once the credit checks & references have been completed to the landlords satisfaction & an agreed start date to the tenancy has been reached.

What references do I need to supply?

We will ask you to complete an application form giving the following information: current employer, personal current/previous landlord and guarantor, if applicable. We will also carry out a credit search, using an independent referencing company.

What if I am self-employed?

If you are self-employed we will ask you you for a reference from your accountant and your bank, usually providing 3 year's accounts.

What if I am a student?

It is possible to secure a property & some of our Landlords let their property to mature or post-graduate students.

You will need a parent, relative or close friend to guarantee the rent, known as a guarantor, and adherence to the Terms & Conditions of our Agreement.

Does Andrews arrange company lets?

We ask companies seeking properties for their staff to provide references from their bank, chartered accountant and solicitor.

We have landlords who are willing to let their properties to companies who may be looking for properties to accommodate their staff.

What is the Tenancy Deposit Scheme?

At the start of every tenancy we collect a deposit normally equal to a minimum of six** weeks rent, to be used in the event of breakage or damage caused. The deposit is registered with the Tenancy Deposit Scheme and Andrews issue a statutory certificate.

In accordance with the Housing Act 2004, Landlords are no longer permitted to retain a Tenant's deposit and must select either an insured based or custodial based scheme in which to hold a Tenant's deposit. Andrews is able to look after Tenant's deposits in an insurance based scheme. We retain the deposit in trust on behalf of your Tenant. It is held in a designated client bonded account and will be apportioned and returned only after the property is vacated and checked.

** This figure may vary from 4-6 weeks depending on the branch. Please check with your local branch.

What happens if there is a dispute about the deposit?

In the event of a dispute, Primemove Property & Finance LTD will attempt to arbitrate for 10 days, after which time if a satisfactory resolution between both parties has not been agreed the dispute will be refereed to the Dispute Service for independent arbitration. This service is offered free of charge to Andrews Landlords


Who is responsible for contacting the utility companies after I move in?

You as the tenant are responsible for setting up accounts with the utility companies directly when you move into your property and also when you leave, taking care to provide meter readings at the beginning and end of the tenancy.

When will the rent leave my account?

Generally rent is paid by a standing order mandate and will leave your account 3 days prior to the rental due date in order to be in the recipients account on the due date (The due date is typically, although not always, the date on which you moved in).

What happens if my rent is paid late?

Any problems with rental payments that my result in late payment, should be conveyed to Primemove Property & Finance LTD. Arrears letters (for which you will be charged) will be issued if rent remains outstanding beyond 5 days after it was due. Interest will be charged until payment is made.

If I have any problems during my tenancy who do I speak to?

If your property is managed by Primemove Property & Finance LTD please call 020 8553 0096 or email your enquiry to lettings@primemoveuk.com.

If your property is not managed by Primemove Property & Finance LTD please call our Tenancy Team on 020 8553 0096 for general enquiries, or call our Credit Control department on 020 8553 0096 if you have a payment related question.

If I want to serve notice to vacate my property what should I do?

Notice would need to be served in accordance with your particular lease agreement by recorded delivery to Primemove Property & Finance LTD Headquarters. The agreement should always be referenced.

What penalties will I incur should I break my lease agreement early?

The primary liability is for rent until the end of the contract or its break clause point.

If the landlord agrees to re-market the property and once a new tenant is found, then your liability will be reduced to covering the landlord's commission and any other expenses from when the property is re-let. Payments would be calculated on a pro-rata basis for the unexpired term of the contract.

How will my payments cease at the end of my tenancy?

You should contact your bank directly to cancel your standing order once the last payment has left your account.

What should I do with the keys at the end of the tenancy?

Unless specific instructions are given by your landlord keys should be taken to Primemove Property & Finance LTD office. Please ensure all sets are returned, a receipt is obtained and that this happens on or before the last day of your tenancy.

Please note that you will be liable for rent on a daily basis until the keys are returned.

What expenditure should I expect at the end of the tenancy?

As an outgoing tenant typically your costs will be associated with professional cleaning and the inventory check out. Any discrepancies between the check in and check out may result in deductions from your deposit.

What is the Tenant Deposit Protection Scheme?

Your deposit will be protected by the Tenancy Deposit Protection Scheme.

In line with legislation introduced in April 2007 all deposits being paid by a tenant for an Assured Shorthold Tenancy must be registered with a recognised deposit protection scheme within 14 days. Where appropriate, Primemove Property & Finance LTD will register the deposit on your behalf.

When is my deposit returned to me?

Once the check-out has been conducted, the property has been cleaned to a satisfactory standard and Primemove Property & Finance LTD has received instructions regarding the deposit from the landlord, the money will be returned to your account, less any agreed deductions.

This typically takes 10 working days and generally no more than 28 days.

If your question is still not answered, please contact your Property

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