Frequently asked
questions.

We're a UK property technology company built on a simple idea: buying, selling, and renting property should be faster, fairer, and more transparent. We offer flat-fee lettings, fully managed tenancy services, and property sales, all through a modern platform that cuts unnecessary costs and puts landlords, tenants, and sellers firmly in control.

We offer three core services:

• Flat-fee lettings (tenant finding) - we find and reference your tenants and set up the tenancy at a fixed cost, with no commission and no hidden extras.
• Fully managed lettings - we handle everything on an ongoing basis, including rent collection, maintenance coordination, compliance, and tenant communication.
• Property sales - we market and sell your property at a competitive fixed fee, listed on both Rightmove and Zoopla, including a professional marketing pack and for-sale board.

Landlords can also add optional services to their lettings package, including hosted viewings, professional photography, and arranged check-in and check-out reports. These are available at an additional cost - see our landlords page for details.

Our lettings services cover England only. Our property sales service operates across England, Scotland, and Wales. All properties are listed on Rightmove and Zoopla, and our contact centre and platform support landlords, tenants, buyers, and sellers across those regions. Not sure if we cover your area for a specific service? Get in touch and we'll confirm straight away.

Traditional letting agents typically charge 8-15% of your annual rent for tenant-find alone, and often more for a fully managed service, on top of renewal fees, admin charges, inspection fees, and more. We charge a flat fee, so you always know exactly what you're paying. We work digitally, which means faster turnaround, clearer communication, and none of the overhead being passed on to you.

Many online agents are listing-only services - they post your property and leave you to handle everything else. We go further. We offer full end-to-end management, professional tenant referencing, deposit protection through TDS Custodial, full compliance support, and a real contact centre team you can speak to. You get the cost savings of an online model with the support of a proper managed service.

Yes. We are a member of The Property Ombudsman (TPO), a government-approved redress scheme for letting agents and property managers. We operate in full compliance with UK lettings legislation, including the Housing Act 1988, the Tenant Fees Act 2019, the Renters' Rights Act, deposit protection requirements, and Right to Rent obligations. We actively monitor regulatory changes so our landlords don't have to.

You should instruct a solicitor and, if applicable, apply formally for your mortgage. Your solicitor will begin the conveyancing process: raising enquiries with the seller's solicitor and ordering searches. You should also arrange a survey of the property.

Your primary point of contact for legal matters will be your solicitor. We'll act as the go-between for you, the seller, and both sets of solicitors to keep things moving. If you have any questions about the property or the transaction, you can always contact us.

Yes. We'll keep you informed of progress on the seller's side and flag any delays promptly. Good communication between all parties is key to a smooth transaction.

Sellers can withdraw from a sale at any point before exchange of contracts. If this happens, we'll communicate the situation to you promptly. Any costs you've incurred, such as survey or legal fees, would need to be discussed with your solicitor, as there's no automatic right to compensation prior to exchange.

Yes. All properties we market are listed on Rightmove and Zoopla. You can find and enquire about them directly through those portals, or contact us directly.

Yes. Our platform lets you search available properties directly. You can also contact our team to discuss your requirements and we'll match you to suitable listings.

You can submit an offer through our platform or by contacting our team directly. We'll need your offer amount, your buying position (cash buyer, first-time buyer, or in a chain), and, if you're using a mortgage, confirmation that you have an agreement in principle in place.

We ask all buyers to evidence their financial position before an offer is formally presented to the seller. Cash buyers will need a bank statement or solicitor's confirmation of funds. Mortgage buyers will need a current agreement or decision in principle (AIP or DIP) from a lender or broker.

We will notify the seller immediately upon submission of your offer, and as soon as they respond, you will be notified.

A tenanted sale means you purchase the property with an existing tenancy in place. The tenancy transfers to you as the new landlord on completion, and the tenant's rights are fully protected - the sale itself is not grounds for eviction. You step into the shoes of the current landlord and take on all associated obligations.

If you want to live in the property yourself, you'll need the tenant to vacate before or at completion. Under the Renters' Rights Act, the seller would need to serve a valid Section 8 notice on Ground 1 (landlord intending to occupy) before exchange of contracts. This ground requires two months' notice, cannot be used in the first 12 months of the tenancy, and tenants have the right to challenge it. Vacant possession cannot be guaranteed, so this needs to be discussed and planned carefully early in the process.

The tenancy transfers automatically to you as the new owner on legal completion. Your solicitor handles the formal notification requirements. You'll need to ensure the deposit is re-registered in your name, or transferred to your chosen scheme, within 30 days, and that the tenant receives updated prescribed information.

You inherit all the obligations of the outgoing landlord, including maintaining the property in a habitable condition, ensuring all safety certificates are valid, protecting the deposit, and honouring the existing tenancy terms. You cannot unilaterally change the tenancy simply because you're a new owner.

Yes. Legal title transfers on the day of completion and from that moment you are the landlord. Rent due on or after completion is payable to you, and any rent paid in advance covering the period post-completion should be apportioned between seller and buyer on the completion statement.

You can contact us by phone, email, or through the platform. All contact details are on our contact page.

Our opening hours are listed on our contact page. Outside of core hours, you can leave a message or contact us through the platform and we'll get back to you on the next working day.

We take complaints seriously and aim to resolve them quickly and fairly. View our full complaints policy on our website for further details.

Yes. We are a member of The Property Ombudsman (TPO), a government-approved redress scheme for estate and letting agents. If we've been unable to resolve your complaint to your satisfaction, you can refer it to TPO for independent review.

A genuine property emergency is something that poses an immediate risk to health, safety, or the security of the property, such as a gas leak, burst pipe, total loss of heating in winter, or a break-in. Emergency contact details are provided to all managed landlords and tenants in their tenancy documentation, welcome pack, and online account. For immediate risk to life, always call 999 first.

All deposits we collect are protected with the Tenancy Deposit Scheme (TDS) Custodial service. The deposit is held by TDS, an independent, government-approved body, rather than by us or the landlord. This means it's fully safeguarded and the return process is impartial.

The TDS Custodial scheme is a government-approved deposit protection scheme. Unlike insurance-based schemes where the agent or landlord holds the deposit, in a custodial scheme the money is transferred to TDS and held there for the duration of the tenancy. At the end, TDS facilitates the return based on agreement between landlord and tenant, or via adjudication if there's a dispute.

Under the Tenant Fees Act 2019, deposits are capped at five weeks' rent where the annual rent is below £50,000, and six weeks' rent where the annual rent is £50,000 or above. We collect deposits in line with these statutory limits.

Once the tenancy has ended and the property has been checked out, the landlord has 10 days to either return the deposit in full or provide a written breakdown of any proposed deductions. Where both parties agree, TDS releases the funds promptly. Where there's a dispute, the TDS adjudication process applies.

A landlord can only make deductions for specific, evidenced costs, such as unpaid rent, damage beyond fair wear and tear, cleaning where the property has been left in a worse state than at check-in, or replacement of missing items. They cannot deduct for normal wear and tear, pre-existing damage recorded in the inventory, or costs that aren't reasonably evidenced.

If you and your landlord can't agree on the deposit return, either party can raise a formal dispute with TDS. An independent adjudicator reviews the evidence, including the inventory, checkout report, and any invoices, and makes a binding decision. The process is free of charge and designed to be fair to both sides.

TDS aims to resolve disputes within 28 days of receiving all required evidence from both parties. Complex cases may take longer. While a dispute is ongoing, the undisputed portion of the deposit can be released.

No. Under the TDS Custodial scheme, the deposit is held by TDS, not the landlord. They cannot simply withhold it. Any proposed deductions must be agreed by both parties or decided by a TDS adjudicator. The dispute process exists precisely to protect tenants against unfair or unsupported deductions.

We monitor the full range of landlord compliance obligations and build them into our managed service. This includes:

• Annual gas safety certificates
• Electrical Installation Condition Reports (every five years)
• A valid EPC (currently minimum band E, rising to band C for new tenancies by 2028)
• Smoke and carbon monoxide alarm requirements
• Deposit protection within 30 days of receipt and serving prescribed information

Our platform tracks certificate expiry dates and prompts renewal proactively, so nothing slips through the net.

The Renters' Rights Act is the biggest reform to the private rented sector in a generation. The key changes include:

• Fixed-term Assured Shorthold Tenancies are replaced by Assured Periodic Tenancies from the outset - all tenancies are now monthly periodic from day one
• Section 21 'no-fault' evictions have been abolished - all possessions now require a valid Section 8 ground
• Strengthened and expanded grounds for possession under Section 8, including new grounds for landlords wishing to sell or move in
• Landlords can only increase rent once per year, via a formal Section 13 notice, and increases must be to market rent only
• Tenants can challenge rent increases at the First-tier Tribunal
• A new Decent Homes Standard for the private rented sector
• Landlords must register on a new Private Rented Sector database

We have updated all tenancy documentation and processes to be fully compliant, and our managed landlords are guided through every required change.

Right to Rent checks must be carried out in person by verifying original documents. As the landlord, you are responsible for carrying out this check before the tenancy begins - we'll provide you with the documents the tenant has submitted so you know what to look for. If you're not local to the property, we can arrange for a representative to attend on your behalf for an additional fee.

We verify identity documents in line with the Home Office Code of Practice and maintain records as required by law. Where a tenant has a time-limited right to rent, we'll flag when a follow-up check is due.

We prepare tenancy agreements based on our professionally drafted, up-to-date templates, which reflect the requirements of the Renters' Rights Act. Agreements are signed electronically by all parties, creating a legally binding document with a clear audit trail. For fully managed properties, we retain a copy and can provide it to you or the tenant on request.

Licensing requirements vary by property type and local authority. A mandatory HMO licence is required for properties occupied by five or more people from two or more households sharing facilities. Many councils have also introduced selective or additional licensing schemes with broader scope. We can advise on whether your property requires a licence based on its characteristics and location. Operating an unlicensed property where a licence is required is a criminal offence and can affect your ability to recover possession.

We monitor legislative and regulatory developments across the private rented sector and communicate relevant changes to landlords on our platform. Our tenancy documentation, processes, and platform are updated as legislation changes, and we'll always give you enough notice to take action.

Our tenant finding pricing is set out in full on our landlords page. Unlike a traditional agent, there's no percentage of rent, no renewal fee, and no surprise charges - just a single, transparent fixed fee.

Full pricing for our managed service is available on our landlords page. We charge a fixed monthly fee rather than a percentage of rent, so you're never penalised as your rental income grows. Plus, we won't put your price up for the lifetime of your tenancy.

Under our fully managed service, rent is collected from tenants and transferred to your nominated bank account promptly within three working days, but this is typically much faster.

We pay you your full rental income gross, and your monthly management fees are deducted from your card payment method on file.

Yes. If you're a non-resident landlord and haven't received HMRC approval to receive rent without tax deducted, we are required to withhold basic rate income tax from rental payments under the Non-Resident Landlords scheme. We handle the necessary HMRC reporting and can advise you on applying to receive rent gross if you'd prefer to manage your own tax affairs.

No. Our fee schedule is set out clearly at the point of instruction, and we don't charge for routine activities like rent reviews, reference chasing, or standard correspondence. If any additional costs arise, such as specialist maintenance or legal proceedings, we'll always notify you in advance and get your approval before proceeding.

Yes. We offer property sales alongside our lettings services. We'll market your property on Rightmove and Zoopla, advise on enquiries, and support you through to completion, all at a fixed fee rather than a percentage-based commission.

Yes. We handle tenanted sales, whether marketing to investor buyers looking for an income-generating asset, or to owner-occupiers who may require vacant possession. Where needed, we can help with communication with tenants around viewings and advise on how to position the sale appropriately.

Our tenant finding service is for landlords who want to manage day-to-day themselves but need professional help finding tenants and setting up the tenancy. We handle marketing, viewings, referencing, and tenancy setup, then hand over to you.

Our fully managed service covers everything on an ongoing basis: rent collection, maintenance coordination, compliance monitoring, tenant communication, renewals, and more. You hand us your property and we run the tenancy for you.

Tenancy finding includes: listing on Rightmove and Zoopla, tenant referencing, tenancy agreement preparation, deposit registration, and move-in coordination.

Fully managed includes all of the above, plus: monthly rent collection, maintenance management, periodic inspections, renewal management, and ongoing compliance monitoring.

Optional add-ons available for landlords include hosted viewings, professional photography, and arranged check-in and check-out reports. These are charged separately - see our landlords page for pricing. Need a service and not sure if we offer it, just ask, we'll always try to help!

Register on our platform, provide your property details, photos and the tenancy details. Then once reviewed by our team, we'll begin marketing your property. The whole process can be started online, and our team is on hand to help at every step.

We can find a tenant for you from scratch. We'll market your property on Rightmove, Zoopla, and other channels, and reference suitable applicants. If you'd like us to host viewings on your behalf, that's available as an optional add-on. If you already have someone in mind, we can reference them and set up the tenancy directly.

We market your property on Rightmove, Zoopla, and other channels and manage all enquiries. Hosted viewings are available as an optional add-on if you'd prefer not to conduct them yourself. Once a suitable applicant is identified, we carry out full referencing, including a credit check, employment and income verification, and a previous landlord reference. See the Tenant Referencing section for more detail.

All deposits are protected with the Tenancy Deposit Scheme (TDS) Custodial service. The deposit is held by TDS, an independent, government-approved body, rather than by us or the landlord. This means it's fully safeguarded and the return process is impartial. Prescribed information is served to the tenant within the required 30-day window.

Under our fully managed service, we monitor rent collection and contact the tenant promptly if a payment is missed. We follow a structured arrears process: initial contact and payment request, a formal arrears notice, and, if necessary, guidance on serving a Section 8 notice on the appropriate grounds. We'll keep you informed at every stage and advise on the most appropriate course of action.

Tenants report maintenance issues through our platform or by contacting our team. For managed properties, we triage the issue, appoint an appropriate contractor, and coordinate access with the tenant. We'll get your approval for any work before commencing any spend, except in emergencies. Emergencies that pose a risk to health and safety are acted on immediately. If you wish, you can set a spend threshold that we don't get your permission for jobs up to this amount.

For fully managed properties, you are entitled to one physical inspection and up to 4 virtual inspections per year. You'll receive a written report with photographs after each visit. Inspections help us catch maintenance issues early and ensure the property is being looked after in line with the tenancy agreement. If you would like us to arrange a physical or virtual inspection, let us know.

At the end of a tenancy we coordinate the checkout inspection, comparing the property's condition against the original inventory, manage the return of keys, and facilitate the deposit return process. If there are any dilapidations, we'll advise on what deductions may be justified and handle any TDS dispute if the tenant disagrees.

Under the Renters' Rights Act, Section 21 no-fault evictions have been abolished. All possessions now require a valid Section 8 ground. The most common grounds include:

• Ground 8 - at least two months' rent arrears (mandatory ground)
• Ground 1A - landlord wishes to sell the property (new mandatory ground; two months' notice required, cannot be used in the first 12 months of the tenancy)
• Ground 1 - landlord or close family member wishes to move in (new mandatory ground; two months' notice required, cannot be used in the first 12 months of the tenancy)
• Ground 6A - property is subject to enforcement action due to non-compliance

Notice periods vary by ground. We can advise on the correct ground for your circumstances, draft the relevant notices, and guide you through the process.

You can access our platform at moove.house. Log in with the email address you registered with. If you've forgotten your password, use the password reset function. The platform is accessible on desktop and mobile.

We integrate directly with Rightmove and Zoopla to publish and manage listings. Once a listing is approved, it's typically live on both portals within 24 hours. Updates, price changes, and status changes are reflected promptly, but sometimes can take an hour or so to show on the portals after approval.

We take data security seriously and operate in compliance with UK GDPR. Our Privacy Policy is available on our website. Our platform is hosted securely and access to internal systems is controlled through robust authentication and access management. We do not sell your personal data to third parties.

Try the password reset function first. If you're still unable to get in, contact our support team and we'll verify your identity and help restore access.

Our referencing process is designed to give you confidence in a tenant before they move in. It includes a credit check, employment and income verification, a previous landlord reference, and identity document checks. All adult occupants named on the tenancy are referenced individually.

We run a soft credit check covering credit history, CCJs, bankruptcies, verify employment status and income against the required threshold (typically 30x monthly rent), contact the tenant's current or most recent landlord for a reference, and verify identity as part of our obligations.

Referencing typically takes three to five working days once the tenant has submitted all required documents. The most common delays are caused by tenants being slow to provide paperwork, or employers taking time to respond to verification requests. We chase all parties proactively to keep things moving.

We'll advise you on the outcome and your options. These might include accepting a guarantor, or declining the application. The decision on how to proceed is always yours as landlord.

Yes. A guarantor can be used where a tenant doesn't fully meet the referencing criteria, for example a student with no income, a self-employed applicant with limited accounts, or someone with an imperfect credit history. Guarantors are referenced in the same way as tenants. A guarantor typically needs to earn at least three times the annual rent, and a separate guarantor agreement is signed alongside the tenancy.

Yes. All adults named on the tenancy agreement are referenced individually. If someone will be living at the property but not named on the tenancy, you should seek advice, as unnamed occupants can have implications for possession and deposit liability.

A satisfactory reference is one where the tenant meets the standard criteria: a clean or acceptable credit history, income of at least 30x the monthly rent (or a suitable guarantor), a positive previous landlord reference, and confirmed right to rent. Where a reference is borderline, we'll present the detail to you and advise - the final decision is always yours.

We'll run a soft credit check, verify your employment and income, contact your current or most recent landlord for a reference, and check your identity documents for Right to Rent purposes. The process is thorough but straightforward if your paperwork is in order.

Your employer and previous landlord will be contacted by us as part of the referencing process. Contact will be by email or phone, and is always professional and confidential.

Yes. All personal data collected during referencing is handled in accordance with UK GDPR and our Privacy Policy. Data is shared only with parties who need it to complete the reference (the landlord and us). We retain referencing data only for as long as required by law and our data retention policy.

No. The referencing credit check is a soft search, which means it doesn't leave a visible mark on your credit file and won't affect your credit score. Only you can see that the search was made.

You'll typically need:

• Proof of identity (passport or driving licence)
• Proof of address (recent utility bill or bank statement)
• Proof of income (last three months' payslips or bank statements)
• Contact details for your current or previous landlord

If you're self-employed, you'll need to provide accounts or an accountant's reference.

The standard threshold is that your gross annual income should be at least 30 times the monthly rent. For example, if the monthly rent is £1,000 (£12,000 per year), you'd need a gross income of at least £30,000. If you're below this threshold, a guarantor may be considered.

We'll ask for your most recent two years of accounts (or an accountant's reference) and recent bank statements showing regular income. We understand that self-employed income can vary, and our referencing team assesses applications on their overall merits.

In many cases, yes. Students can typically pass with a guarantor (usually a parent or guardian) who meets the income requirements. Retired applicants can evidence income through pension statements, investment income, or savings. We assess each application individually.

If you don't fully meet the standard referencing criteria, a guarantor can often bridge the gap. Your guarantor will typically need to be a UK resident, earn at least three times the annual rent, and pass their own credit and identity checks. They'll need to sign a separate guarantor agreement, making them jointly liable for the rent if you default.

Referencing typically takes three to five working days from when you've submitted everything we need. The fastest way to speed things up is to get your documents in promptly.

We'll let you know. You may be able to offer a guarantor, or the landlord may choose to consider your application on a case-by-case basis. Each landlord makes the final decision on who they accept.

All sales listings go on Rightmove and Zoopla, the UK's two largest property portals, reaching millions of active buyers. We also promote listings through our own channels and social media.

Professional photography, a floorplan, and a virtual tour are included as standard in our sales service. Great photography is one of the most important factors in generating buyer interest, and we make sure your property is presented at its best. We can also arrange a for-sale board if you'd like one.

Absolutely. We'll share the full listing with you for approval before it's published anywhere. You can review the description, photos, and floorplan and make any changes directly. Nothing goes live without your sign-off.

If your listing isn't generating the level of interest you'd expect, let us know and we can review the marketing strategy with you. That might mean reassessing the asking price, re-arranging photos, revising the description, or adjusting the approach. We'll always give you honest feedback based on market conditions and actual buyer responses.

When an offer comes in, whether through our platform or contact centre, you'll receive an email containing the offer price and a link to review and respond online. From there you'll be able to see the buyer's full details, including their position (first-time buyer, chain status, cash or mortgage) and any conditions attached.

We believe you're best placed to make that call. We'll present every offer with full details of the buyer's position and any relevant market context, but we'll never pressure you to accept anything that doesn't work for you - the decision is always yours.

Yes. If your tenant wants to purchase the property, that's entirely possible. We'll manage the process just as we would with any other buyer, including verifying their financial position and supporting both parties through to completion.

Unfortunately it does happen. If a buyer withdraws, we'll re-activate the listing promptly and pursue other interested parties. We'll also review whether any lessons can be drawn around pricing or presentation and work quickly to find a new buyer.

Once an offer is accepted, we'll do the relevant checks on the buyers, and both parties instruct solicitors and conveyancing begins. The buyer's solicitor will raise enquiries, searches will be ordered, and, for mortgaged buyers, a survey will be carried out. We'll liaise with all parties to keep the transaction moving and keep you updated on progress.

Yes - you'll need a solicitor or licensed conveyancer to handle the legal side of your sale. We can introduce you to our conveyancing partners, but you're free to instruct whoever you choose. We'd always suggest using someone with solid residential conveyancing experience who can turn around enquiries promptly.

We provide regular updates and proactively chase your solicitor, the buyer's solicitor, and any chain parties to keep things moving. If there are delays or issues, we'll let you know straight away and advise on how to address them.

The average time from offer accepted to completion in the UK is currently around 12-16 weeks, though this varies depending on the complexity of the transaction, the length of any chain, and how quickly searches and enquiries are resolved. Straightforward chain-free sales can complete in as little as six to eight weeks.

Chain management is one of the most important parts of progressing a sale. We map out the full chain from day one, maintain contact with all agents involved, and proactively flag any delays or pressure points. Our aim is to keep everyone informed and motivated to reach completion.

Sell your home the way you want to. Simply start your sale on our website, we'll book in your full marketing pack (professional photos, floorplan and virtual tour) at a convenient time for you, and launch on Rightmove and Zoopla. We can advise on enquiries where needed, and support you through the conveyancing process to completion, keeping you updated throughout.

You'll receive an email and usually a text message from us advising you of your new enquiry, with a link to log into your account. From here, you'll be able to propose viewing timeslots, chat directly with the buyer and progress your sale to completion.

To keep all parties safe, we don't share contact details directly. All communication is handled via the platform chat. If you have a viewing booked, you can call the other party using our secure PIN system - this is available from 15 minutes before your viewing until 15 minutes after.

We charge a fixed fee to sell your property, not a percentage of the sale price. Full pricing is on our selling page.

You can use our online house valuation tool - this will give you a rough idea of your property's value based on the current market conditions. Our team can also give you a rough idea on pricing based on comparable recent sales in your area, current market conditions, and the specific characteristics of your property.

Yes. We can sell both freehold and leasehold properties. For leasehold properties, we'll need details of the lease term, ground rent, service charge, and management arrangements, as buyers will want to know all of this. Where the lease is short, we can advise on whether a lease extension should be considered before going to market.

We think there's a simple equation to interest in your property - it's a balance between the price and your photos. If your photos are good, and you are experiencing little interest, it's likely you are priced too highly, and vice-versa.

Switching is straightforward. You notify your current agent that you're moving your management, share your property and current agent details with us, and we take it from there. We'll request all the necessary documentation from your outgoing agent, including the tenancy agreement, deposit details, inventory, and compliance certificates, and get your property set up on our platform.

Your outgoing agent will need to transfer:

• The signed tenancy agreement
• Deposit registration details and confirmation of protection
• Any existing inventory and check-in report
• Current compliance certificates (gas safety, EPC, EICR)
• Details of any outstanding maintenance or rent arrears
• Current tenancy account/ledger

If your current agent is being uncooperative, we can help you navigate that.

In most cases, switching is completely seamless for tenants. We'll write to them to introduce ourselves, provide updated rent payment details, and ensure all existing tenancy terms continue unchanged. The tenancy agreement itself stays the same - we simply step in as the new managing agent.

Most switches complete within a week, depending on how quickly your outgoing agent provides the required documentation. We'll let you know if we anticipate any delays and will chase the outgoing agent on your behalf if needed.

Absolutely. You can switch at any point - there's no need to wait for a renewal or the end of the tenancy. As long as you've given appropriate notice to your current agent in line with your management agreement, we can take over. Not sure how much notice to give? Send our team a copy of your current agency agreement and we'll take a look.

You can report maintenance issues through our platform at any time, or by contacting our team directly. Please report issues promptly - early reporting often prevents small problems from becoming bigger ones. For emergencies such as a flooding, or loss of heating in winter, contact us immediately and we'll arrange urgent assistance.

If you smell gas, exit the property immediately and call the National Gas Helpline on 0800 111 999, they will respond 24/7. Do not re-enter the property unless you are told it is safe to do so.

For day-to-day queries, our contact centre team is your first port of call. You can reach us by phone, email, or through the platform.

As a tenant you're responsible for: paying rent on time, keeping the property clean and in good condition, reporting repairs promptly, not making alterations without permission, not subletting without consent, testing smoke and CO alarms regularly, and not causing nuisance to neighbours. Your tenancy agreement sets out your full obligations.

You must not make any alterations or improvements without the landlord's prior written consent. Minor things like picture hooks may be fine, but anything structural, decorative, or permanent requires approval. Always get any consent in writing.

Any change to the named tenants requires the landlord's consent. Adding a new occupant involves re-referencing the incoming tenant and potentially issuing an updated tenancy agreement. Contact us to discuss your situation before anyone new moves in.

If you're in financial difficulty, contact us as soon as possible, ideally before you miss a payment. We can liaise with your landlord and may be able to agree a short-term arrangement. Arrears that go unaddressed escalate quickly, so early communication is always the right approach. You may also be entitled to benefits or other support - Citizens Advice and Shelter can help.

An inventory is a detailed written and photographic record of the property's condition and contents at the start of the tenancy. It's critically important because it sets the baseline against which the property's condition will be assessed when you leave. If you disagree with anything in the inventory, raise it at check-in - once signed, it becomes the agreed record.

You can apply through our platform or by contacting us directly. Once you've expressed interest and the landlord wishes to proceed, we'll start the referencing process. Subject to a satisfactory reference, we'll prepare the tenancy agreement and coordinate your move-in.

You'll move to referencing. Once that's satisfactory, the tenancy agreement will be prepared and sent to you for electronic signature. You'll also pay your deposit (protected with TDS) and first month's rent before your move-in date.

Tenancy agreements are signed electronically through our platform. All parties, the landlord and all named tenants, sign digitally, creating a legally binding document. You'll receive a copy of the signed agreement for your records.

Before your tenancy begins you'll need to: sign the tenancy agreement, pay your deposit and first month's rent, provide any outstanding referencing documents, and arrange contents/tenants insurance (buildings insurance is the landlord's responsibility).

Under the Renters' Rights Act, tenants must give at least two months' written notice to end a periodic tenancy. This is a change from the previous one-month requirement. Notice must be in writing - email to us is sufficient.

At the end of your tenancy, we'll carry out a checkout inspection comparing the property's condition against the original inventory. You should ensure the property is clean, all belongings are removed, and any damage is made good before the checkout. We'll provide guidance on what's expected.

To give yourself the best chance of a full deposit return: leave the property at least as clean as it was at check-in, repair any damage you caused (beyond normal wear and tear), clear all your belongings, return all keys, and pay all rent up to and including your last day. Keep your copy of the original inventory so you can cross-reference it.

Once the tenancy ends and the landlord has assessed the property, they have 10 days to either return your deposit in full or provide a written breakdown of any proposed deductions. TDS then facilitates the return of the agreed amount.

You can raise a formal dispute with TDS free of charge. An independent adjudicator will review the evidence, including the inventory, checkout report, and documentation from both sides, and make a binding decision. You don't need a solicitor to go through this process.