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Frequently Asked Questions from tenants
To help ensure the renting and management of your new home runs as smoothly and transparently as possible, we've pulled together the questions most commonly asked by our tenants into one easy spot. You might want to take a look at our tenants' guide for a more complete breakdown of the renting process.
If there's anything that still isn't clear or you have any other queries, please don't hesitate to get in touch with your local Keatons branch or agent.
1. What references will I require before moving in?
2. What is a Tenant Deposit Protection Scheme?
3. When will the rent leave my account?
4. Who is responsible for contacting the utility companies and council?
5. Who should I contact if I have any problems during my tenancy?
6. Who is responsible for any repairs to the property?
7. How do I renew my contract after the first year?
8. What should I do if I wish to serve notice to vacate my property?
9. What if I need to terminate or transfer my tenancy early?
10. What is a Section 21 notice?
11. What should I do with the keys at the end of the tenancy?
1. What references will I require before moving in?
For a long let tenancy, we'll ask you for references from your current employer and previous landlord, and in some instances an additional character reference. For short lets, documentation requirements are a little different – please contact us and we’ll happily go through details with you.
2. What is a Tenant Deposit Protection Scheme?
Legally all Assured Shorthold Tenancy deposits must be registered with a recognised deposit scheme within 14 days - in our case, an insured Tenancy Deposit Scheme administered by The Dispute Service. Where appropriate, Keatons will register the deposit on your behalf. But if your deposit is organised by your landlord instead, there are two other authorised providers: a custodial scheme administered by The Deposit Protection Scheme and an insurance based scheme operated by Tenancy Deposit Solution Ltd.
3. When will the rent leave my account?
Rent payments to Keatons will leave your account via Direct Debit on the monthly due date in your contract - typically the date you moved in. When this falls on a weekend or Bank Holiday, the rent will come out on the next working day. If for any reason your rent might be late, please contact our Property Services on 0845 371 7788 as soon as possible. And note that interest will be charged on any outstanding amount until payment is made in full.
4. Who is responsible for contacting the utility companies and council?
As the tenant, you are responsible for all council and utility company accounts. Contact them as soon as you move into your property and also when you leave, taking care to provide meter readings wherever possible at both the beginning and end of your tenancy.
5. Who should I contact if I have any problems during my tenancy?
If your property is managed by us, please contact the Keatons Central Lettings department to report a problem as soon as possible. We can be reached via email centrallettings@keatons.com or on 0845 371 7788 during office hours. If your property is not managed by us you should contact your landlord directly.
6. Who is responsible for any repairs to the property?
Your landlord is liable for general maintenance and repairs, and these can be arranged either through our Property Management department or directly with the landlord if your property is not managed by us. Please note, however, that tenants are responsible for any damages not deemed fair wear and tear, payment for which will typically be deducted from your deposit.
7. How do I renew my contract after the first year?
If you wish to renew, you should inform your Keatons Property Management representative at least two months prior to the end of your tenancy. This will allow enough time to arrange all the related administration.
8. What should I do if I wish to serve notice to vacate my property?
If you wish to move out of your property, notice should be served in accordance with your tenancy agreement and sent in writing via recorded delivery to:
Keatons Central Lettings Administration
152-154 The Grove,
London
E15 1NS
If you are unsure when you are able to serve notice please don't hesitate to contact us.
9. What if I need to terminate or transfer my tenancy early?
If you need to move out early or wish to transfer the property to someone else, please contact Keatons at once as release from your tenancy is subject to the agreement of your landlord. Please note that as the outgoing tenant you will still be responsible for rent payments until new tenants have moved in, and potentially certain other related expenses (remarketing, administration, etc.).
10. What is a Section 21 notice?
A Section 21 notice legally informs you to vacate the property at a specified date. Your landlord doesn't need to give a reason - it could be that they want to move back in or conduct repairs which require vacant possession. On the last day of your tenancy, an inspection will be conducted at the property and your deposit will be returned as normal.
11. What should I do with the keys at the end of the tenancy?
Unless instructed otherwise by your landlord, keys should be taken to your local Keatons office. Please ensure all sets are returned, a receipt is obtained and that this happens on or before the last day of your tenancy to avoid any additional rent or administrative charges.
12. When will my deposit be returned to me?
As an outgoing tenant your main costs will be associated only with professional cleaning and the inventory check-out, in compliance with the Tenancy Deposit Scheme. Once these have been conducted and Keatons has received deposit instructions from the landlord, the money will be returned to your account, less any agreed deductions relating to damages and fees. This typically takes 10 working days and generally no more than 28 days.
13. Why choose Keatons?
Because we're unlike any other estate agency you'll meet. We believe in putting integrity at the heart of everything we do. And since there's no substitute for experience, we're proud to have some of the industry's most experienced agents working from our friendly, professional London offices. With Keatons your home is in great hands.