Welcome

Welcome to 247 Property Services. We want renting with us to be clear, straightforward and well managed from the outset. This guide explains how our process works, what you can expect from us, what your responsibilities are as a tenant, and where to go if you need help during your tenancy.

From 1 May 2026, new private tenancies in England are generally granted as Assured Periodic Tenancies (APTs) rather than fixed-term assured shorthold tenancies. This means the legal framework for notice, rent increases and possession has changed, and this guide has been updated to reflect that.

Our approach to renting

We aim to offer well-presented homes, a clear application process and professional support throughout your tenancy. Before a property is let, we work with the landlord to make sure the home is ready for occupation and that the required pre-tenancy checks and documents are in place.

We also aim to make things easier for tenants by giving access to online tools, live account information and document storage through our systems, so important tenancy information is easier to find when you need it.

The renting process

1. Enquiry and viewing

When you enquire about a property, we may ask a few initial questions to make sure it is suitable for your circumstances. This can include affordability, employment status, number of occupiers and whether you intend to keep a pet.

If the property looks right for you, we will arrange a viewing. Viewings may sometimes be grouped where there is strong demand.

2. Applying for a property

If you want to go ahead after the viewing, you will be asked to complete an application and provide the documents needed for referencing and identity checks.

A holding deposit may be requested to reserve the property while pre-tenancy checks are carried out. The legal maximum is one week’s rent. The standard deadline for agreement is 15 calendar days unless a different period is agreed in writing. A holding deposit should normally be returned, although it can be retained in limited circumstances, for example if false or misleading information is given, you fail a Right to Rent check, you withdraw, or you do not take the reasonable steps needed to enter into the tenancy. If a holding deposit is retained, the reason must be given in writing within 7 days.

3. Referencing and checks

As part of the application, we may carry out:

• identity verification
• Right to Rent checks
• affordability and referencing checks
• employment or income verification
• previous landlord checks where relevant

We may ask for additional information if it is reasonably needed to complete the application.

4. Signing your tenancy

If your application is approved, you will be sent your tenancy paperwork and move-in information.

Under the current rules, a landlord or agent cannot ask for or accept rent before the tenancy agreement has been signed. Once the tenancy agreement has been signed, a tenant can be asked to pay a maximum of one month’s rent in advance. A tenancy deposit can still be requested, but it is capped at up to 5 weeks’ rent where the annual rent is below £50,000, or up to 6 weeks’ rent where the annual rent is £50,000 or more.

You will also receive the key tenancy documents and move-in information relevant to your tenancy.

5. Inventory and move-in

Before or at move-in, you will be given an inventory or schedule of condition for the property. It is important to read it carefully, check it against the condition of the property and raise any points promptly in line with the instructions provided. This helps protect both tenant and landlord and reduces the risk of disputes at the end of the tenancy.

Your Tenant Hub

Our Tenant Hub is designed to give you a simple and professional way to keep track of your tenancy, account and key documents in one place.

Through the Client Hub, tenants can view:

• current tenancy details
• previous or upcoming tenancies where relevant
• account balance and account breakdown
• payment history, including receipts and allocations
• upcoming payment reminders and overdue payment reminders
• inspection reports
• important tenancy documents, including tenancy agreements, gas safety certificates and other records
• upcoming visits, such as inspections, maintenance appointments and viewings where relevant
• utility details and meter readings where available
• viewing information, arrangements and past viewing records where relevant

This makes it much easier to keep track of your tenancy without having to search through old emails or paper documents.

During your tenancy

Paying rent

Rent is normally due monthly in advance, unless your tenancy agreement states otherwise. Please use the payment method agreed for your tenancy and always use the correct reference so payments are allocated properly.

If you think you may struggle to pay on time, contact us as early as possible. Early communication is always better than silence.

If rent is paid late, charges are tightly restricted by law. In general, interest on late rent can only be charged if the rent has been outstanding for 14 days or more, and only if the tenancy agreement allows for that charge. Any such interest must stay within the legal limit.

Repairs and maintenance

If something needs repairing, report it through our maintenance reporting system as soon as possible. The more detail you give, the easier it is for us to assess the issue and arrange the right attendance.

As a general rule, landlords remain responsible for keeping in repair the structure and exterior of the property, and for keeping installations for water, gas, electricity, sanitation, space heating and hot water in repair and proper working order.

Tenants are still expected to act in a tenant-like manner and to look after the property sensibly, which includes reporting problems promptly, taking reasonable day-to-day care of the home, changing ordinary bulbs where appropriate, and dealing with simple household issues such as keeping plugholes and waste outlets clear where blocked by normal use.

For urgent issues, follow the emergency instructions given in your tenancy paperwork or on our maintenance system.

Property visits and inspections

We may carry out routine inspections during the tenancy and may also need to arrange access for repairs, safety checks or other necessary visits. We will normally give notice before planned visits and will communicate arrangements with you in advance.

Inspections help identify repair issues early, monitor the general condition of the property and keep records up to date.

Pets

From 1 May 2026, tenants can ask to keep a pet in the property. Requests should be made in writing. A landlord must consider the request and should explain the reason if they refuse. Refusal may be reasonable in some cases, but it will not usually be enough simply to say that pets are not liked in general or that there is a general concern about possible future damage.

Rent increases

Under the new APT rules, rent can generally only be increased once a year, not within the first year of the tenancy, and the landlord must use Form 4A and give at least 2 months’ notice. If a tenant believes the proposed rent is above market level, the increase can be challenged through the First-tier Tribunal.

Support and communication

We encourage tenants to stay in touch if anything changes or if help is needed.

You can use our systems and office support for:

• maintenance reporting
• tenancy queries
• account queries
• document access
• general tenancy support

If you need urgent help outside office hours, please use the emergency contact arrangements given in your tenancy documents.

Ending your tenancy

If you want to end an assured periodic tenancy after 1 May 2026, you will usually need to give 2 months’ notice in writing. That notice should normally end on the day the rent is due or the day before. Rent remains payable during the notice period. You and the landlord can agree an earlier end date, and a shorter notice period can also be agreed in writing.

Before you move out

Before leaving, you should:

• remove all personal belongings
• clear all rubbish
• clean the property thoroughly
• make sure rent is paid up to date
• return all keys as instructed
• provide final meter readings where required
• leave the property in the condition required by the tenancy agreement, allowing for fair wear and tear

Deposit return

If a tenancy deposit was taken, it must be protected in a government-approved scheme within 30 days of receipt. At the end of the tenancy, the deposit must be returned within 10 days of both sides agreeing how much is to be repaid. If there is a dispute, the deposit remains protected in the scheme until the issue is resolved.

Common questions

What documents will I usually need to provide when applying?

You will usually be asked for proof of identity, proof of address, proof of income or employment, and any other documents reasonably needed for referencing or Right to Rent checks.

Can I reserve a property without paying a holding deposit?

In most cases, no. Where a holding deposit is part of the application process, it is used to reserve the property while checks are completed.

Can I move in before the tenancy start date?

No. You can only move in once the tenancy is ready to start and the required paperwork and funds have been completed correctly.

Can my landlord ask for more money because I have a pet?

The general tenancy deposit cap still applies. There is no special higher deposit cap simply because a tenant has a pet.

Can I decorate?

Not without written permission first. Even where a change seems minor, always ask before decorating, installing fixtures or making alterations.

What happens if I lose my keys?

Tell us as soon as possible. A charge can only be made where the tenancy agreement allows it, and any charge must reflect the reasonable cost actually incurred.

Can I sublet or take in a lodger?

Not unless you have clear written permission and the legal arrangement allows it. You should never assume this is permitted.

What should I do if I notice damp, mould or disrepair?

Report it promptly through the maintenance system. Good ventilation and heating habits help, but persistent damp, mould, leaks or building defects should always be reported so they can be assessed.

Can my landlord still evict me without a reason?

No. From 1 May 2026, the section 21 no-fault process falls away for assured periodic tenancies. If a landlord wants possession, they generally need to rely on a legal ground and serve the correct notice.

Final advice

Stay in touch, keep your documents safe, report issues early and read your tenancy agreement carefully. Most tenancy problems are easier to resolve when they are raised early and dealt with clearly.

We are here to help and will always aim to deal with your tenancy in a professional, fair and straightforward way.