For tenants

Your rights, what a deposit scheme actually does, how to get a repair done, and the quarterly repair response figures.

17 September 2026 The four fees, and the ones we do not chargeApplication, key, late rent, early surrender. Plus the eight fees common in this industry that we have never charged.

17 September 2026 What a deposit scheme actually doesWho holds the money, who decides a dispute, and how to get it back.

17 September 2026 Repair response, last quarterNinety-four per cent of urgent repairs within twenty-four hours. The six per cent, and why.

17 September 2026 How to get a repair doneWritten for tenants, including what to do when an agent is not us and is ignoring you.

17 September 2026 Why we do not do salesAn agent whose bonus depends on sales instructions is not really a lettings agent.

Tenants and landlords ask

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What fees will I be charged as a tenant?

Four, and no others: application at forty dollars per household, replacement key at fifteen, late rent at twenty after ten days, and early surrender at one month. If a charge is not on that list we cannot make it.

Who holds my deposit?

A named third-party scheme, not us and not the landlord. The scheme is named on the tenancy agreement and on the fee schedule page, and it decides any dispute rather than we do.

How quickly are repairs done?

Twenty-four hours to respond to anything affecting water, power or security; five working days for everything else. We publish the actual figures every quarter, including the two we missed.

Is the application fee refundable?

If we cannot process your application within five working days, yes, in full. It is charged per household rather than per person, which most agencies do the other way round.