tenants guide - award winning estate agents - ealing
TRANSCRIPT
Ealing Broadway: 20 New Broadway Ealing W5 2XA t: 020 8566 5500
Northfield Avenue: 130 Northfield Ave Ealing W13 9RT t: 020 8567 6660
Pitshanger Lane: 1 Albert Terrace Ealing W5 1RL t: 020 8998 3111
Shepherds Bush: 127 Askew Road Shepherds Bush W12 9AU t: 020 8740 8833
Head Office and Accounts: 130 Northfield Avenue Ealing W13 9RT t: 020 8799 4367
www.northfields.co.uk
Northfields Northfields
Tenants Guide
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Page 2. The Northfields Story
Page 3. Register Your Requirements
Page 4. Arranging Viewings
Page 5. Making an Offer
Page 6. Costs involved before, during and after Tenancy
Page 7. Secure the Property
Page 8. References
Page 9. Tenancy Agreement
Page 10. ‘Right to Rent’ Checks
Page 11. Data Protection & Consents
Page 12. The Deposit
Page 13. Zero Deposit
Page 14. Tenants Insurance
Page 15. Moving in
Page 16. Utilities
Page 17. During the tenancy
Page 18. Tenant Responsibilities
Page 19. Staying put or moving on?
Page 20. Customer Care
Page 21. Reviews
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Northfields is different from other lettings agents.
From our modest beginnings in 1986 with one office, two people and lots of big
ideas, we’ve become the leading estate agent in West London. Today, our family
run business boasts four thriving branches, an ever expanding trophy cabinet and
a reputation for excellent customer service.
We have a fantastic team of talented and enthusiastic people working at
Northfields, all wanting to be of assistance to you during the often stressful process
of moving home. Our aim is to help you to thoroughly enjoy the experience and
take all the tricky parts away so that you don’t have to worry. Of course, we know
that sometimes it’s impossible for the journey to run completely smoothly, but we
are here to get everything back on track as quickly as possible.
Ealing Broadway
20 New Broadway, Ealing, W5 2XA
t: 020 8566 5500
Northfield Avenue
130-132 Northfield Avenue, Ealing, W13 9RT
t: 020 8567 6660
Pitshanger Lane
1 Albert Terrace, Ealing, W5 1RL
t: 020 8998 3111
Shepherds Bush
127 Askew Road, Shepherds Bush, W12 9AU
t: 020 8740 8833
w: www.northfields.co.uk
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Renting a property is simple.
We try to make the renting experience as straightforward as possible, enabling you
to enjoy your new property whether your stay is short or long. We have produced
this guide to inform our future tenants of the procedures and requirements
relating to a typical tenancy. Please read this Tenant Guide carefully and fully
understand what you’ll need to provide and your obligations to your Landlord prior
to making an offer on a rental property.
All of the permitted payments you could incur before and during your tenancy are
listed within this document, but if you are uncertain about these costs, please
speak to a member of staff before you make an offer on a property with us.
To register with us we will need to know the following information – the more
detail you can provide us with, the quicker we can help you find the perfect
property:
Your contact details: Phone, email and current address
Your employment/income details
What type of property you wish to rent (e.g. flat, house, bungalow)
How many bedrooms, bathrooms and living rooms you require and whether
you need outside space (garden/balcony) or car parking
Where you need to be located: Town or specific roads; near school or transport
links
What is your budget and is it flexible at all?
When you need to move in by?
Consider your ‘must have’ list – what do you really need?
We will notify you of any suitable properties and keep you updated throughout
your search.
Helpful Tip! Our lettings team are here to assist you with any queries you may have
about the areas we work in such as local amenities, schools and transport links –
just ask!
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We will always try to accommodate the viewing times you require, however, please
try to make these within our office hours wherever possible.
Monday – Friday 8.45am – 6.00pm
Saturday – 9.30am – 4.30pm
Out of hours viewings may be available subject to advance notice – and don’t forget
you can always call us until 10pm Monday-Thursday!
We understand that sometimes you may be delayed or unable to attend a booked
appointment. Please let us know as soon as possible if you are delayed, need to
cancel or rearrange.
Try to ensure that everyone moving into the property comes along to the viewing
as the lettings market moves quickly and so you might not get a chance for a second
viewing!
For properties new to the market, be ready to view straightaway and prepared to
act quickly – we are required to check original copies of Passport/ID and proof of
address and so if you can bring these with you, it can speed things up considerably.
See ‘Right to Rent’ (page 9) and ‘References’ (page 8) section for specific
requirements.
Your Lettings Consultant is:
Telephone:
Email:
Branch:
Helpful Tip!
Weekly Rent is calculated using the following formula:
Monthly Rent 12 x 52 = Weekly Rent
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The rental market moves very quickly and so if you see the perfect property, don’t
wait - you’ll need to act fast. We recommend having all of your relevant documents
ready to speed up your application.
Once you have found a property you like:
Fully read and understand the permitted payments involved in taking a
tenancy:
Costs prior to moving in
Costs which may apply during/after the tenancy
Complete and return a signed copy of our tenancy application form by hand,
post or by email to your lettings consultant.
Make sure that you list any items or requirements to be included in your
offer (these should be put in writing for avoidance of doubt or
misinterpretation on the application form).
Let us know who is going to be living in the property, full names (as they
appear on your passport), ages, current address details, employment details
and salary.
All persons aged eighteen or over will be named on the tenancy agreement
and expected to be included on the tenancy application form and references
applied for.
Be sure to let us know about any pets you have or intend to get – be it as
small as a small goldfish or as large as a great Dane!
All offers made, received and accepted are subject to contract, vacant possession
and satisfactory references.
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The only payments permitted to be charged in connected with an Assured Shorthold Tenancy or
Licence are:
The rent
A refundable tenancy deposit capped at no more than five weeks; rent where the annual rent
is less than £50,000, or six weeks’ rent where the total annual rent is £50,000 or above.
A refundable holding deposit (to reserve a property) capped at no more than one week’s
rent.
Payments to change the tenancy when requested by the tenant, capped at £50, or reasonable
costs incurred if higher.
Payments associated with early termination of the tenancy, when requested by the tenant.
Payments in respect of utilities, communication services, TV Licence and council tax; and
A default fee for late payment of rent and replacement of a lost key/security device, where
required under a tenancy agreement.
The initial money required will be detailed in the Tenancy confirmation letter and Tenant Invoice
and must be paid by debit card, same day bank transfer or bankers draft and received in cleared
funds at least 24 hours prior to the start of the Tenancy. PLEASE NOTE, we do not have the facility
to accept cash or credit card payments, and debit card payments MUST be taken at least three
days prior to the Tenancy start date so the funds can clear into our account. Any funds received
prior to the execution of the Tenancy Agreements will be held on order pending completion.
(Permitted payments)
ITEM DESCRIPTION £ INC VAT £ EXC VAT
ADDENDUM – FOR ANY CHANGES TO TERMS AGREED MID-TENANCY (e.g. PETS) £50.00 £41.67
RENT ARREARS REMINDER LETTERS (PER LETTER) £30.00 £25.00
CHANGE OF NAMED TENANT/SHARER FEE £50.00 £41.67
EARLY RELEASE FROM TENANCY CHARGE (PER TENANCY) – ANY COSTS INCURRED BY THE LANDLORD
£POA £POA
REPLACEMENT OF A LOST KEY/SECURITY DEVICE £50.00 £41.67
LANDLORD REFERENCE FEE (WHEN MOVING OUT) £30.00 £25.00
ITEM DESCRIPTION £ INC VAT £ EXC VAT
TENANCY AGREEMENT FEE (PER PROPERTY) £300.00 £250.00
REFERENCING FEE (PER TENANT) £75.00 £62.50
GUARANTOR REFERENCING FEE (PER GUARANTOR) £75.00 £62.50
COMPANY REFERENCE FEE £75.00 £62.50
CHANGE OF NAMED TENANT/SHARER FEE £300.00 £250.00
INVENTORY CHECK IN INC VAT EX VAT
STUDIO/1 BEDROOM £135.00 £112.50
2 BEDROOMS £155.00 £129.17
3 BEDROOMS £175.00 £145.83
4 BEDROOMS £195.00 £162.50
5 BEDROOMS £215.00 £179.17
6+ BEDROOMS £215.00 £179.17
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Once your offer is accepted by the Landlord, we will ask you to pay a holding
deposit equivalent to one weeks rent for the property you are interested in and
sign our Tenancy Application Form. This document explains what happens to that
holding deposit and the circumstances in which the deposit will/will not be
refunded. It is important that you know your legal rights and accordingly you
should feel free to seek independent legal advice before signing this or indeed any
other document which we might put before you.
Once we have your holding deposit, current legislation stipulates that the
necessary paperwork should be completed within 15 days or such longer period as
might be agreed. In the present case, it has been agreed that the relevant period
will be extended to the agreed start date of the tenancy.
If at any time during that extended period you decide not to proceed with the
tenancy, then your holding deposit will be retained by Northfields. By the same
token, if during that period you unreasonably delay in responding to any
reasonable request made by Northfields, or if it turns out that you have provided
us with false or misleading information as part of your tenancy application or if you
fail any of the checks which the Landlord is required to undertake under the
Immigration Act 2014, then again your holding deposit will not be returned. It will
be retained by Northfields.
However, if the Landlord decides not to offer you a tenancy for reasons
unconnected with the above then your deposit will be refunded within 7 days.
Should you be offered and you accept a tenancy with our Landlord, then your
holding deposit will be credited to the first months’ rent due under than tenancy.
Where, for whatever reason, your holding deposit is neither refunded nor credited
against any rental liability, you will be provided with written reasons for your
holding deposit not being repaid within 7 days.
If your tenancy is an Assured Shorthold Tenancy (AST), you will not be asked to pay
any fees or charges in connection with your application. However, if your
application is successful under our standard AST agreement, you will be required
to pay certain fees (detailed in this document and in your Tenancy Agreement) for
any breach of that tenancy agreement in line with the Tenant Fees Act 2019. In
consideration of us processing your tenant application, you agree to pay to us those
fees on request.
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References are essential to the letting process and these checks are carried out by
a third party company, Van Mildert, in order to show to your prospective Landlord
that you are going to be a reliable Tenant.
References will be checked for every person named on the Tenancy Agreement
and subject to the Landlord’s approval.
The online application form will ask for details of the following:
Current Address - All Tenants must provide proof of residency, showing your current
address, in the form of a recent (within 3 months) utility bill, bank statement or driving
licence.
Previous Addresses - Three years address history (including those overseas).
Adverse Credit - You must notify us and indicate on your reference application of any
County Court Judgements (CCJs), Bankruptcy Orders or adverse credit listed against you.
Income - Across all named tenants, you will require an income of 2.5 times the annual
rental sum. If you’re unsure if your income will meet our criteria, receive variable monthly
income, irregular income or income not directly from employment, please discuss this
matter with a member of our team prior to making your offer.
Employment Details - You will need to confirm that you are in permanent employment
or have a firm job offer in place which starts within 30 days of the commencement of the
tenancy.
Self-employed - If you are self-employed you will need to provide the details of an
Accountant (who must have acted for you for at least a year) or submit three months
consecutive personal bank statements, from the date of the request. If your current
employment details are not acceptable to the referencing company, you may be asked
to make an upfront rental payment or provide a guarantor for the tenancy.
Guarantor (if applicable) - A guarantor, or joint guarantors, must earn three times the
annual rental sum for the property and will need to pass the same referencing process.
Guarantors will be liable for the full tenancy as all tenants are jointly and severally liable
for all contractual obligations.
Current/Previous Landlord – If you are about to vacate another rental property we need
to know how you have conducted that Tenancy and whether you have been a reliable
tenant. If you are not currently renting, we may ask you for the details of the Landlord of
the last property you rented.
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Once the Landlord has approved your references, our Tenancy Co-ordinator will
contact you to draw up the Tenancy Agreement and other important
documentation. The Tenancy Agreement is a legally binding document setting out
what is expected of both parties.
Prior to the commencement of the Tenancy, the Tenancy Agreement must be
signed by all of the parties and this will be dated and executed, making it legally
binding. We use DocuSign (the eSignature solution) to allow all documents to be
signed quickly and easily.
Change of Personal Information - If your circumstances change during the term of
the Tenancy Agreement you are obliged to notify your Landlord or Agent with
these changes. You may be required to provide new references and sign an
addendum which will incur the appropriate charges. You should also ensure you
inform us of any revised contact details including new mobile numbers and email
addresses.
You’re in it together - If you are sharing a rental property with others you will see
a clause in the Tenancy Agreement referring to joint and several liability. In effect
this means that if one or more Tenants stop paying rent for any reason or cause
any damage, all named Tenants will be liable for the associated costs. In some cases
a guarantor form will have to be signed, which gives the Landlord additional
protection if a Tenant should fail to pay the rent. If this is the case, the joint and
several liability will be passed on to them.
Change of Tenants - Should you wish to change Tenants at any point during the
Tenancy, you must inform us with plenty of notice and, subject to your Landlord’s
approval (which might include the need to take up new references), we will
prepare new documents for signature once all permitted payments have been
received. References will be dependent on the number of Tenants entering into
the Tenancy and the cost of the preparation of any new documents for signature
will be £50.00 including VAT. For the avoidance of doubt, until such time as new
paperwork has been executed and payment received, all named tenants will
remain joint and severally liable for the tenancy.
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‘Right to Rent’ checks are required in accordance with Section 22 of the Immigration Act
2014 and must be completed on all Tenants and occupiers of the property (over the age
of 18). These checks must be completed in person and an appointment will be made for
you to come into the branch.
List A (Group 1): Acceptable single documents which show an unlimited right to rent:
Any ONE of the following documents: (Please note, if you can supply any of the documents from List A Group 1, you will only be required to provide a copy at the start of your tenancy, no further checks are required) 1. A passport (current or expired) showing that the holder is a British citizen or a citizen of the UK and Colonies having the right of abode in the UK. 2. A Passport or national identity card (current or expired) showing that the holder is a national of the European Economic Area or Switzerland.
3. A registration certificate or document (current or expired) certifying or indicating permanent residence issued by the Home Office, to a national of a European Union, European Economic Area country or Switzerland.
4. A permanent residence card, indefinite leave to remain, indefinite leave to enter or no time limit card issued by the Home Office (current or expired) to a non-EEA national who is a family member or an EEA or Swiss national.
5. A biometric ‘residence permit’ card (current or expired) issued by the Home Office to the holder indicating that the person named has ‘indefinite’ leave in the UK, or has ‘no time limit’ on their stay in the UK.
6. A passport or other travel document (current or expired) endorsed to show that the holder is exempt from immigration control, is allowed to stay indefinitely in the UK, or has no time limit on their stay in the UK.
7. A immigration status document (current or expired) containing a photograph issued by the Home Office to the holder with an endorsement indicating that the named person has ‘indefinite’ leave in the UK or has ‘no time limit’ on their stay in the UK.
8. A certificate of registration or naturalisation as a British Citizen.
List A (Group 2): Acceptable document combinations which show an unlimited right to rent (any 2 of the below to be shown in combination):
Any TWO of the following documents when produced in any combination: (Please note, if you can supply any of the documents from List A Group 2, you will only need to provide a copy at the start of your tenancy, no further checks are required).
a. A full birth or adoption certificate issued in the UK, Channel Islands, the Isle of Man or Ireland, which includes the name(s) of at least one of the holder’s parents or adoptive parents.
b. Evidence (Identity Card, document of confirmation issued by one of HM forces, confirmation letter issued by the Secretary of State) of the holder’s previous or current service in any of HM’s UK armed forces.
c. A letter from HM Prison Service, the Scottish Prison Service or the Northern Ireland Prison Service confirming the holder’s name, date of birth and that they have been released from custody of that service in the 6 months prior to the check.
d. A letter issued within the 3 months prior to the check from an officer of the National Offender Management Service in England and Wales confirming that the holder is the subject of an order requiring supervision by that officer; from an officer of a local authority in Scotland confirming that the holder is the subject of a probation order requiring supervision by that officer; or, from an officer of the Probation Board for Northern Ireland confirming that the holder is the subject of an order requiring supervision by that officer.
e. A current or full provisional photo card UK driving licence. f. Benefits paperwork issued by HMRC, a UK Local Authority or Job Centre Plus, on behalf of the Department for Work and Pensions or the Northern Ireland
Department for Social Development, issued within the 3 months prior to the check. g. A letter issued within the 3 months prior to the check by a representative of a public authority, voluntary organisation or charity which operates a scheme to
assist individuals to secure accommodation in the private rented sector in order to prevent or resolve homelessness. This letter must confirm the holder’s name, and the address details of the prospective tenancy which they are assisting with obtaining for the holder.
h. A letter issued within the 3 months prior to the check by a UK government department or Local Authority and signed by a named official (giving their name and professional address), confirming the holders name and that they have previously been known to the department or local authority.
i. A letter issued within the 3 months prior to the check confirming the holder’s name signed by the person who employs the holder (giving their name and business address) confirming the holder’s status as employee and employee reference number or their National Insurance number.
j. A letter issued within the 3 months prior to the check from a British passport holder who works in (or is retired from) an acceptable profession as specified in the list of acceptable persons (available on request). The letter should confirm the holder’s name, and confirm that the acceptable professional person has known the holder for longer than three months. This letter should be signed by the acceptable professional person giving their name, address, passport number, profession and place of work (or former place of work if retired), how long they have known the holder and in what capacity.
k. A letter from a UK police force confirming that the holder is a victim of crime and has reported a passport or Home Office biometric immigration document stolen, stating the crime reference number, issued within the 3 months prior to the check.
l. A letter issued within the 3 months prior to the check from a UK further or higher education institution confirming the holder’s acceptance on a current course of studies. This letter should include the name of the educational establishment, as well as the name and duration of the course.
m. Disclosure and Barring Service Certificate (criminal record check) issued within the 3 months prior to the check.
List B: Documents which show a time-limited right to rent:
If you can supply any of the documents from List B, you will only need to provide one of the below – but you will need to complete further checks at a later stage 1. A valid passport or other travel document endorsed to show that the holder is allowed to stay in the UK for a time-limited period. 2. A current biometric immigration document issued by the Home Office to the holder, which indicates that the named person is permitted to stay in the UK for
a time-limited period.
3. A current residence card (including an accession residence card or a derivative residence card) issued by the Home Office to a non-EEA nation who is either a family member of an EEA or Swiss national or has a derivative right of residence.
4. A current immigration status document issued by the Home Office to the holder with a valid endorsement indicating that the named person may stay in the UK for a time-limited period.
5. In the case that the person has an ongoing application with the Home Office, or their documents are with the Home Office, or they claim to have a discretionary Right to Rent, an email from the Landlord Checking Service providing a “Yes” response to a Right to Rent request.
Type of Check Completed 1. List A Group 1 – You have a continuous ‘Right to Rent’ for the full duration of the tenancy. You are not required to complete any repeat ‘Right to Rent’
checks.
2. List A Group 2 – You have a continuous ‘Right to Rent’ for the full duration of the tenancy. You are not required to complete any repeat ‘Right to Rent’ checks.
3. List B – You have a time-limited ‘Right to Rent’, the eligibility will be the longest of the following: a) One Year, beginning with the date on which the checks were last made, or; b) Before the period of the person’s leave to be in the UK, or; c) The period for which the person’s evidence of their right to be in the UK expires.
Date of Follow Up Check:
Signed by Northfields:
Date of Check:
Name of Applicant:................................................
Property Address:……………………………………………….
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In order to proceed with your application, we’re required to obtain from you
sensitive information, including but not limited to:
Passport/Visa/Driving Licence/Live Photographs/Email Address/Phone Number
Information obtained will be for the purpose of conducting residency checks in
accordance with the Immigration Act 2014. Information provided to us may be sent
to our selected third parties for verification. No data will be sent outside of the EEA
and any transmission of information will be done so through secure means at all
times.
Your personal information will be retained by us in accordance with the General
Data Protection Regulation (GDPR) 2018 and The Data Protection Act (2018).
Present and future addresses and other contact details may be provided to the
Landlord, to utility suppliers, the local authority, approved contractors, any credit
agencies, reference agencies, legal advisers, debt collectors, or any other
interested third party.
You acknowledge that we will use your name, address and contract details for the
purposes of notifying your council tax, water and energy suppliers at the property
and for the purposes of setting up your accounts with them. We will pass these
details to OVO Energy Limited who performs these services on our behalf.
Tenancy Liability Insurance & Tenants Contents Insurance (see page 13) - Yes, I would like Northfields to arrange for a telephone call/email about insurance products available from Van Mildert.
Virgin Media Television and Broadband (see page 15) – Tick here to confirm you have given consent to be contacted about Virgin Media/Tenant Shop services by phone, email and SMS.
Declaration – I accept the terms contained with the ‘Tenant Guide’ and have read
and fully understood pages 1-19.
Signed:
Full Name: Date:
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This is taken at the outset of the Tenancy and is equal to five week’s rent, unless
your Tenancy is proceeding with a Zero Deposit option (where available).
It is held for the duration of your tenancy and returned to you in accordance with
the tenancy agreement after you vacate the property.
The Deposit is held against any damages or expenses arising during your Tenancy
and will not be released until after you vacate the Property, all rent has been paid
up to date and we have written confirmation of any costs for damages from both
parties. Any outstanding charges payable to Northfields will also be deducted from
your Deposit, prior to any funds being released. No interest on the deposit is
payable to you at the end of the Tenancy.
It is a legal requirement under the Housing Act 2004 for any security deposit to be
held in a secure scheme so it must either be placed, by the Landlord, into his
nominated deposit scheme (of which you will be notified) or it will be held, as by
us as Stakeholder, whereby it will be insured for the duration of the tenancy.
Further information is available from:
www.gov.uk/tenancy-deposit-protection/overview.
Northfields are a member of the Tenancy Deposit Scheme (TDS), which is one of
the Government-authorised tenancy deposit protection schemes, administered by:
The Dispute Service Limited, PO BOX 1255, Hemel Hempstead, Herts, HP1 9GN.
Phone: 0300 037 1000
Web: www.tenancydepositscheme.com
Email: [email protected]
Exceptions to the Security Deposit legislation are Non-Housing Act Tenancies,
which are:
Where the annual rents over £100,000
Company tenancies
Tenancies at properties with a resident Landlord
Tenancies where the tenant has a main home elsewhere in the UK
TENANTSPAY LESSUPFRONTFree up your cash by buying a Zero
Deposit Guarantee instead of paying
a costly deposit.
zerodeposit.com
The Zero Deposit Guarantee is provided by Great Lakes Insurance SE, UK branch. Great Lakes Insurance SE is a German insurance company with its headquarters at Königinstraße 107, 80802 Munich. Registered with the commercial register of the local court of Munich under number: HRB 230378. The UK branch office is at Plantation Place, 30 Fenchurch Street, London, EC3M 3AJ.
Great Lakes Insurance SE UK branch is authorised by the Bundesanstalt für Finanzdienstleistungsaufsicht and subject to limited regulation by the Financial Conduct Authority and Prudential Regulation Authority. Details about the extent of our regulation by the Financial Conduct Authority and Prudential Regulation Authority are available from us on request.
Zero Deposit is a trading name of Global Property Ventures Limited registered at Business & Technology Centre, Bessemer Drive, Stevenage, SG1 2DX (company number 10328435). Global Property Ventures Limited is authorised and regulated by the Financial Conduct Authority (reference number 797026).
GPV/ZD/TPP4/130618/02
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As part of your tenancy agreement, we strongly encourage you to have Tenants
Contents Insurance cover in place. You are free to use a provider of your choice but
we can provide information on products from Van Mildert, who we use for all our
referencing and insurance needs.
How can they help?
Van Mildert’s Contents Insurance Policy protects you against losing your deposit:
If you damage the Landlord’s floor covering/carpet/kitchen units/bathroom units
in the property which you rent, there is a good chance that you will have to pay for
this out of your deposit. The standard policy from Van Mildert provides you with
£10,000 of cover, meaning you are less likely to lose your deposit.
Burglary:
If any of your items are stolen from your home, you will be covered for up to
£75,000 as standard (you can increase this to £100,000). The cover is new for old,
which means if your laptop is stolen, for example, you will receive a brand-new
replacement (rather than just receiving the value of your laptop at the time it was
stolen – as happens with some other insurance policies).
Loss or damage to personal possessions away from home:
If you have possessions such as watches, jewellery and mobile phones which are
valuable to you, you can protect these in case they are damaged, lost or stolen
when you have them out of your home.
Specifically designed for Tenants:
On purchase, you will receive your policy documents from Van Mildert and they
will confirm to Northfields which insurance cover has been taken out. It has been
specifically designed to protect tenants and the insurance obligations under an
assured shorthold tenancy agreement.
Helpful Tip! Any cover that the Landlord has will not include your own possessions.
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Once your Tenancy Agreement has been signed and we have received your ‘initial
monies’ in cleared funds into our account, you will be issued with a Pre-Tenancy
letter which includes a copy of the following documents:
Valid Gas Safety Certificate (if applicable)
Energy Performance Certificate
‘How to Rent’ leaflet
You will be asked to sign to confirm receipt of these documents, which is a legal
requirement at the start of your tenancy.
Inventory Check-In Process
With your references, paperwork and payment complete – it’s time to move in!
Your keys will be available to collect either at our local branch or at your check in
appointment from either the Landlord or Inventory Clerk – dependent on the
service level your Landlord has selected. Our Tenancy Management team will have
confirmed this to you beforehand.
If the Landlord has opted to use an Inventory Clerk to carry out the check in
procedure, an Inventory and Schedule of Condition of the property, its contents,
furniture, fittings and effects will then be checked and agreed with you at the
commencement of the Tenancy.
It is important that you take care in agreeing to the Inventory and Schedule of
Condition at this stage as it will form the basis of any claim for damages, by your
Landlord, at the end of the Tenancy. If there are any comments or changes to be
made, these must be reported to either Northfields (if we have arranged the
inventory check in procedure) or to your Landlord within seven days from receipt
of the report.
At the end of the tenancy the Inventory and Schedule of Condition will be checked
again. In your own interests we strongly recommend that you (or your
representative) are present at both the check-in and check-out appointments.
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Energy for the future If you live in a property managed by Northfields, at the start of the Tenancy the gas and electricity will be provided, or will be in the process of being provided, by Ovo Energy. OVO started as an idea around the kitchen table. A couple of friends listing what they wanted from their energy supplier, but weren’t getting. Things like fair pricing. Great service. Clear and simple information. Technology to make managing your energy easier. And above all, honesty and openness. For Non-Managed Properties You will need to notify the various utility providers and local authority of your
details prior to, or immediately after, the commencement of the tenancy.
Useful Telephone Numbers:
To find your GAS supplier
0870 608 1524 Council Tax - Ealing 020 8825 7050
To find your ELECTRICITY supplier
0845 600 0102 Council Tax - Hammersmith & Fulham
020 8753 6681
Thames Water 0800 980 8800 Council Tax - Hounslow 020 8583 2000
Virgin Media
If you are thinking of getting Broadband/TV Packages we are working in partnership with Virgin Media and their partner, Tenant Shop (if no coverage). If you are interested in hearing more, we can arrange for a no obligation call once your offer has been accepted. If you are an existing Virgin Media customer we can also arrange for them to oversee the transfer from your current property. Simply give us consent to provide your name, address and contact details and you will receive an email confirming what happens next and a call within 24 hours.
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Rent Payments
Rent is payable by standing order from one account only and is due into our
account three days prior to the rent due date.
Property Management
If the property is managed by the Landlord, we will provide you with their contact
details when you move into the property and it very important that you notify them
as soon as possible of any damage or disrepair to the property, especially if a hazard
to health. The Landlord will arrange visits to meet with you at the property and
check that everything is in order, usually only a couple of times a year and will give
you notice of any visits in advance.
If your property is managed by Northfields, you will receive a welcome email when
you move in from your designated property manager, who will be the main point
of contact during your Tenancy. They will advise you on any maintenance issues
that you report and if any action is needed by either yourself or the Landlord. If you
need to report any maintenance issues at the property during the Tenancy you can
log these directly via Fixflo using the following link: www.northfields.fixflo.com
Where you have reported a maintenance issue or for routine appointments, you
will be contacted by either a member of our property management team, or one
of our approved contractors.
Property Inspections will be carried out by one of our Property Management team
approximately twice a year and you will be notified in writing by email or post of
the date of the appointment in advance. Photographs will be taken of the property
during the inspection in order to provide a report to the Landlord.
Where we hold management keys, an approved contractor will attend
unaccompanied.
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The responsibility for the property rests with the Tenant during the Tenancy and
your Tenancy Agreement will explain exactly what you need to do, to ensure that
you are meeting and observing these obligations.
Here are some examples of what you will become responsible for, once the tenancy
starts:
Damage to items – by Tenant or any visitor to the
property
Lost keys, please inform Northfields or the
Landlord immediately
Repair of windows or glazing due to accidental
damage by the Tenant or any visitor to the
property
Insurance to cover the landlords, property,
contents, fixtures and fittings for accidental
damage
Clearing of blocked toilets, sinks and drains
caused by negligence of Tenant or any visitor to
the property
Replacement of light bulbs
Fuses and trip switches
Security of the property
Regular cleaning of the property so it can be
returned in the same condition as the start of the
tenancy, allowing for fair wear and tear
Window Cleaning (and any net curtains)
Maintenance of the garden
Keeping the property ventilated and
condensation free
Condition of driveway (if applicable) i.e. oil on
driveway and removal of weeds
Pest control, if infestation is due to negligence of
the Tenant
Regular defrosting of fridge and freezer
Any insurance requirements must be satisfied
Bleed air from radiators
Keep lime scale at bay – in particular, sanitary
ware, dishwasher, washing machine etc.
Insurance of your personal contents
Replacing batteries in smoke detectors (and
Carbon Monoxide Detectors, if applicable)
Leaving the property for any length of time –
during colder months, heating should be left on
at a low temperature
Maintenance of appliances – for example,
removal of coins etc. in washing machine or
dishwasher, cleaning of filters and soap trays
Removal of all rubbish and personal possessions
at the end of the Tenancy
Gas Safety
A Gas Safety Record (if applicable) must be given to you at the start of the Tenancy in accordance
with The Gas Safety (Installation and Use) Regulations 1998. An annual check will also be
completed and you must allow access to a Gas Safe contractor to complete this.
Smoke Alarms and Carbon Monoxide Alarms
As of the 1st October 2015, under The Smoke and Carbon Monoxide Alarm (England) Regulations
2015 all properties must contain a smoke alarm on each floor of the property and a carbon
monoxide alarm in every room with a solid fuel appliance – these must be in working order at
the start of the tenancy. You will be required to test batteries during the tenancy and replace
batteries where required and report any broken/non-working alarm as soon as possible.
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Once you are nearing the end of your Tenancy, we will contact you to ask whether
you would like to extend your stay or move out.
Staying Put
If you do decide that you would like to stay, we will contact your Landlord and
discuss this with them. They may wish to re-negotiate your Tenancy and if your
circumstances have changed, some new checks may be required. Once this has
been agreed, we will draw up new documentation that confirms the terms of the
renewal.
Moving On
If you wish to vacate the property at the end of the Tenancy, you should inform us
or the Landlord as per the requirements in your Tenancy Agreement. In most cases,
this will be at least two months’ notice which must be received in writing prior to
the rent due date. During your notice period, Northfields will remarket the
property and access will be required to carry out accompanied viewings using keys.
If instructed by the Landlord, we will arrange a check-out inspection and schedule
of condition which will list any deductions which will be claimed from your security
deposit. The property will need to be returned in the same condition as was given
to you at the start of the Tenancy (less any wear and tear). You will be advised in
writing of any amounts to be retained from your deposit and agreement will need
to be reached before any amounts are deducted.
Under no circumstances may your security deposit be used by you to cover the
payment of rent, in full or in part, during the period of the Tenancy or for settling
the final months’ rent.
If there is a dispute at the end of your Tenancy, the Deposit Protection Scheme
used to protect your deposit at the start of the Tenancy can provide a free
Alternative Dispute Resolution (ADR) process for adjudication up until ninety days
after the end of the Tenancy.
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You can speak in confidence to any member of the Northfields team or ask to speak
to the local manager. Should your initial concerns not be resolved to your
satisfaction please escalate your complaint to:
Mrs Beth Waring, Head of Lettings
Northfields, 132 Northfield Avenue, London, W13 9RT
t: 020 8799 3377 e: [email protected]
Your complaint will be acknowledged within 7 Working Days. If you are unhappy
with the outcome of the investigation carried out by Mrs Waring (or her nominated
delegate) then you can request a further review by:
Mr Richard Palfreeman, Chief Executive
Northfields, 132 Northfield Avenue, London, W13 9RT
t: 020 8799 3370 e: [email protected]
What will you do to resolve my complaint?
Once we have received your concern or complaint we will discuss with you the best
way to deal with the matter.
This could be over the telephone.
At a meeting with a Manager or Director.
By an in-depth investigation with a written response.
By an independent external body.
A combination of the above.
If you are still dissatisfied you can then ask The Property Ombudsman to review
the way our agency has dealt with your concern or complaint. The Ombudsman is
independent of Northfields and there is no charge for this service. The Ombudsman
may investigate complaints on your behalf but only after they have been
investigated by our agency: The Property Ombudsman (TPO):
Milford House, 43-45 Milford Street, Salisbury, Wiltshire, SP1 2BP.
t: 01722 333306. e: [email protected]
If a relative or friend is making a complaint on your behalf we will need your written
consent before we can discuss information about you with them.
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…
If I could, I would give more stars but I can’t, so here you go 5! Especially
because of agent Alessio and his professional and friendly attitude that
made my moving so quick and smooth. After all the details I gave him, he
prepared list of properties that would suit me and I found one.
Thank you #happycustomer
Miroslava, May 2019
Matthew is very enthusiastic and keen to help. Even went way
beyond expectation and booked properties in a slot and took myself
in his own vehicle to view them. A very kind gentleman who is
courteous and friendly. I highly recommend him. Thanks
Shazia, May 2019
I am writing to comment about the service that my partner and I
have been provided by Thomas in our efforts to find an apartment.
He has provided exemplary service to us and is credit to your
organization.
Calvin, May 2019
Lorenzo from Northfields did a really great job finding good flats that met all my requirements.
He works all day and is incredibly responsive and patient to get you the place you deserve.
Absolute champion!
Klem, May 2019
Very professional and speedy. Ernest was very helpful and ensured we were able to secure our
ideal flat. The process of finding a property to the signing of the agreement was easy and fast.
The agents are trustworthy and reliable. Would definitely recommend!
Patricia, March 2019
If you would like to leave us a review, please use the following links:
Northfields - http://bit.ly/northfieldavenuereview
Shepherds Bush - http://bit.ly/shepherdsbushreview
Ealing Broadway - http://bit.ly/ealingreview
Pitshanger - http://bit.ly/pitshangerreview
Ealing Broadway: 20 New Broadway Ealing W5 2XA t: 020 8566 5500
Northfield Avenue: 130 Northfield Ave Ealing W13 9RT t: 020 8567 6660
Pitshanger Lane: 1 Albert Terrace Ealing W5 1RL t: 020 8998 3111
Shepherds Bush: 127 Askew Road Shepherds Bush W12 9AU t: 020 8740 8833
Head Office and Accounts: 130 Northfield Avenue Ealing W13 9RT t: 020 8799 4367
www.northfields.co.uk
Northfields Northfields
Tenants Guide