Wenlock & Taylor
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Requirements for letting

• References: are required for each individual tenant and details of the applicant’s name, address, landlord, employer and salary details will be required as well as a personal reference.  Searches also include a search of the Credit Registers to establish your financial credibility. All reference checks are carried out by a specialist referencing agency. Under regulations which came into effect 1st March 2004 we now require two forms of identification from you before you can rent a property: (1) A form of personal identification e.g. a current signed passport, driving licence or similar and (2) Proof of current address e.g. a utilities bill, council tax bill, bank statement or similar. Photocopies of these must be taken and kept on file. All data protection regulations will be adhered to.
• Agency Costs:      £60.00 inc VAT per person.
• Deposit: While reference checks are being processed a deposit equivalent to one week’s rent is required (this may be increased due to clients instructions or if there are four or more tenants), once this has been paid we will not show the property for one week, pending results of the reference checks. When the applicant moves in to the property the Agency costs will be deducted from the holding deposit and the remainder will be used as part of the Tenants Deposit.  If the Tenancy does not go ahead because the Applicant has given un-satisfactory references or pulls out for any other reason charges will be made (up to the full amount of the deposit) to cover any reasonable costs.  The deposit will be refunded in full and the applicant compensated accordingly if the Landlord decides to withdraw for any reason other than those detailed above.
• Identification: From 1st February 2016 we are required to check whether an individual has the right to rent a property in the UK. Under these regulations tenants must provide evidence that they have the right to live and rent in the UK. In most cases, showing your passport in person (a copy of which will be kept on file) will be sufficient, however, any tenants from outside of the EU must provide evidence of their immigration status, eg, Home Office permanent residence permits. If these cannot be provided by non EU residents we have to request a Home Office check on your Right to Rent (Residency) status. If we cannot satisfy these checks, we cannot rent a property to you. These checks include all occupiers of the property whether they are named tenants or not.
• Tenants deposit and first month’s rent: A tenancy deposit (usually equivalent to six weeks rent) and the first month’s rent are payable prior to signing the Tenancy Agreement, these payments are usually made on the same day as the Tenancy Agreement is signed and must be made by either Bankers Draft, Building Society Cheque or Debit Card. Personal Cheques or cash will not be accepted.  The Tenant’s deposit will be retained until the end of the Tenancy and used against dilapidations, if there are no dilapidations, the Tenant’s deposit will be refunded in full. All future rental payments are to be made by Standing Order unless otherwise agreed.
• Future Rental Payments will be made by Standing Order unless an alternative method of payment has been agreed prior to the tenancy commencing.
• Payment of services (Gas, electricity, water, telephone, television licence etc), and Council Tax are the responsibility of the tenant throughout entirety of the tenancy.
• Tenants are responsible for insuring their own belongings; the landlord is responsible for insuring the building and their own contents.
• Changes to tenant / occupier during tenancies: THE CHANGE OF ANY TENANT OCCUPIER WITH LANDLORDS CONSENT DURING EXISTING PERIOD OF THE TENANCY WILL INCUR A FEE PAYABLE TO WENLOCK & TAYLOR OF £120.00 PER TENANT INCLUSIVE OF VAT. (Should a tenant request to be released from a tenancy during a period of the tenancy and the landlord agrees then this charge will be made, this applies to tenancies where tenants are sharing occupation under one tenancy where one or more tenant request to leave and a replacement tenant/s is found by them). A TENANCY ADMIN (REFERENCING) FEE OF £60.00 (inc vat) PER PERSON will also apply for any new occupier.
Tenant Complaints Handling Policy.
Our complaints policy
 We are committed to providing high-quality service to all of our clients tenants and whilst we hope you never have cause, when something goes wrong, we need you to tell us about it. This will help us to improve our standards and ensure that you remain happy in your home.
Please note that day to day maintenance issues are the responsibility of your landlord and any faults (e.g. leaking tap washer) must be reported to us as soon as it is noticed and we hereby undertake with the landlord instructions to respond to emergency situations (e.g. water leaking through a ceiling) urgently and all other matters as quickly as possible.
If you feel you have a legitimate complaint that has not been resolved these must be reported to us by email setting out the full details of your complaint and we have then have one week to consider your complaint.

What will happen next?

1. We will send you an acknowledgement of your complaint within two days of receiving it.
2. We will then investigate your complaint. This may involve contractors or other third parties so please bear with us.
3. We will then respond to you within one week setting out our position and/or proposed resolution if it transpires you have a valid reason to be unhappy (e.g. length of time a repair too)
4. At this stage, if you are still not satisfied please notify us within a further 7 days, you should contact us again and we will arrange to meet with you or suggest someone unconnected with the matter to opine or suggest appropriate alternative resolution.
5. We will write to you within 2 days of receiving your request for a review, confirming our final position on your complaint and explaining our reasons.
6. If you are still not satisfied, you can then contact the following organisation about your complaint:

* The Property Ombudsman (Lettings) Milford House, 43-55 Milford Street, Salisbury, Wiltshire SP1 2BP

Please do remember that as professional managing agents we are here to work with you at all times; we understand that you may feel frustrated at times but again we stress that if you let us know something isn’t right we can do something about it – we cannot attend to issues we do not know about so thank you for your understanding of this.