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Tenant Support and FAQs

Help for tenants. Frequently asked questions about renting a property through Fresh


Do you take tenants with pets or children?

Landlords do allow renting with pets or children. However, despite how careful a tenant is, a rented property with pets or children living in is more vulnerable to damage. Many landlords try to avoid this risk. Check the tenancy agreement or check with your lettings consultant.

Do you take DSS?

Yes we do take DSS tenants although every landlord is different and it’s entirely up to them if they take a DSS tenant or not. In most cases a landlord will take a DSS tenant but check with your lettings consultant on each individual property.

What references will you need from me?

You’ll be asked for a previous landlord, bank, employee and/or character references.

What fees will I need to pay?

Check out our lettings fees.

During Tenancy

What if I need help during my tenancy?

Call our property management department on 01268 522290 or email your enquiry to

What are my obligations as a tenant?

Tenants and landlords both have rights and obligations. Some are set out in the tenancy agreement. The 2 main things to be aware of are property repairs and use of the property.

Property repairs

A tenant must use the property in what’s called “a tenant like manner” meaning that the tenant will be responsible for any property repairs that are the fault of the tenant. The tenant is normally responsible for the interior condition of the property, but the tenancy agreement should be checked first as some landlords don’t allow tenants to redecorate. Tenants must pay for anything that is broken or damaged in the property during the tenancy. If the tenant does not pay for this at the time the landlord can deduct the cost from the tenancy deposit

Use of the property

A tenant must use the property solely for residential purposes, not to run a business of any kind, as this may put the landlord in breach of local bye laws.

What access is my landlord allowed whilst I rent their property?

The landlord will need to visit the rented property from time to time to complete repairs and safety checks, and to check that the rented property is in good condition. A tenant must allow a landlord property access. A landlord is required to let a tenant know in advance of a visit to the property. The landlord will have a set of keys to the property, but they should never use these without the tenants consent, except in an emergency.

Who’s responsible for contacting the utility companies?

We’ll set up your utilities when you move in to your property and move out again, we’ll also take metre readings at the beginning and end of your tenancy but we would also advise you take your own readings too.

How do I pay my rent?

You’ll be asked to set up a monthly standing order with your bank.

When will the rent leave my bank account?

Rent money will leave your account on the same day as the rental due date (The due date is normally, although not always, the date on which you moved in). A standing order should be set up.

What happens with late rental payments?

If you’re experiencing problems that may involve your rent being paid late, this must be communicated to Fresh property management. Arrears letters will be issued if rent remains outstanding beyond 5 days after it was due. Interest will be charged until payment is made. Contact Fresh Property Management on

What will happen if I don’t pay my rent?

You could lose the property you’re renting. When you sign your tenancy agreement, you’re entering into a legally binding contract with your landlord, agreeing to pay the agreed amount of rent and on specific days. If you fail to make payments, you’ll be in breach of these terms. Your landlord may be able to serve notice asking you to move out on or after a particular date, or if you’re more than 2 months’ in arrears the landlord may apply straight to the county court and request an order of possession of their property.

End Of Tenancy

How do I give notice to leave my property?

The terms of your particular tenancy agreement would need to be taken into account when giving notice to leave. Speak to your Property Manager and you can post by recorded delivery to our Property Management department or email

What penalties will I incur if I break my tenancy agreement early?

Your liability is for rent to be paid until the end of the tenancy agreement (or its break clause point). If the landlords agrees to end your tenancy early, they will have the property re-marketed and once a new tenant is found, then your liability is reduced to paying rent up to the day the new tenant takes over and also covering the landlord’s commission and other expenses from the property being re-let.

How do I return the keys at the end of my tenancy?

Unless you’re told otherwise, keys should be taken to your local Fresh office. Please ensure all sets are returned. You’ll be liable for rent on a daily basis until the keys are returned.

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

Once your last rental payment has left your bank account you should cancel your standing order.

What costs should I expect at the end of my tenancy?

At the end of your tenancy, your costs will be associated with any professional cleaning that may need to take place and the inventory check out. If there are any discrepancies between the check in and check out, this may result in deductions from your deposit.

What is the Deposit Protection Scheme (DPS)?

In line with legislation all deposits being paid by a tenant for an Assured Shorthold Tenancy must be registered with a recognised deposit protection scheme within 14 days. When you rent a property through Fresh, your deposit will be protected by the Deposit Protection Scheme.

When will my deposit be returned to me?

Once we’ve completed the check out and the property has been cleaned to a satisfactory standard and Fresh has received instructions from the landlord regarding the deposit, the money will be returned to your bank account (minus any agreed deductions) normally within 10 working days (and generally no more than 28 days)

How do I renew my contract after the first year?

If you would like to renew your tenancy agreement after the first year, you should inform us at least 2 months prior to the end of your tenancy to allow enough time to arrange all the related administration. If you continue to rent the property after the first year without signing a new tenancy agreement, the existing tenancy agreement will continue on a periodic basis, meaning you’re living month to month at the same agreed rent until either party gives 2 months’ notice to end the tenancy.

You can call your Property Manager on 01268 522290 or email to talk about renewing your tenancy agreement.

Have you got any questions that haven’t been asked here?

If so, please call 01268 522290 or send us an email to

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