Tenant Information
Renting a home should be a straightforward experience, and we work hard to make sure it is. This page covers everything you need to know as a Sylvester Properties tenant, from moving in to reporting a repair, and what to do if something goes wrong in an emergency.
If you have a question that is not answered here, our team is always happy to help. You can reach us by phone or email during office hours.
Before You Move In
Referencing
Before we can confirm your tenancy, we carry out a referencing check. This typically includes an employment reference, a previous landlord reference and a credit check. We use an independent referencing agency and the process is usually completed within a few working days.
Holding deposit
Once your application is accepted in principle, we ask for a holding deposit to reserve the property while referencing is completed. This is capped at one week’s rent and will be put towards your first payment if the tenancy goes ahead. It is refunded if the landlord decides not to proceed, but may be retained if you provide false information or withdraw your application.
Tenancy deposit
Before moving in, you will pay a tenancy deposit. This is capped at five weeks’ rent and is held securely through the Tenancy Deposit Scheme (TDS) for the duration of your tenancy. It will be returned to you at the end of the tenancy, minus any agreed deductions for damage or unpaid rent.
Tenancy agreement
We will send you your tenancy agreement to read and sign before your move-in date. Please read it carefully. If there is anything you are not sure about, ask us before you sign.
Inventory
Before or on your move-in day, we will carry out a photographic inventory and schedule of condition. This records the state of the property and its contents at the start of your tenancy. You will be asked to check and sign it. This document is important because it protects both you and the landlord at the end of the tenancy.
During Your Tenancy
Paying your rent
Rent is due on the date set out in your tenancy agreement. We use PayProp to collect and process rent payments, which means everything is transparent and fully accounted for. If you are having difficulty making a payment, please contact us as soon as possible. We would rather know early and work with you than have arrears build up.
Property inspections
We carry out regular property inspections throughout your tenancy. We will always give you advance notice before any visit. Inspections are not about catching you out. They help us make sure the property is being maintained and give us the chance to spot any maintenance issues early.
Reporting repairs and maintenance
If something in your property needs attention, please let us know as soon as possible. You can report maintenance issues by contacting our office by phone or email. For managed properties, we will arrange for the appropriate contractor to attend. Please do not attempt to carry out repairs yourself without permission, as this could affect your deposit.
Renewing your tenancy
As your tenancy approaches its end date, we will be in touch to discuss whether you would like to renew. We will let you know as early as possible if the landlord intends to bring the tenancy to an end so you have time to make alternative arrangements.
What to Do in an Emergency
If you have an emergency outside of office hours, please follow the guidance below. An emergency is something that poses an immediate risk to health, safety or the structure of the property.
Gas leak
Do not turn any lights or switches on or off. Open windows and doors to ventilate the property. Leave the building and call the National Gas Emergency Service immediately: 0800 111 999. Do not return until it is safe to do so.
Electrical emergency
Switch off the electricity at the mains if it is safe to do so. Do not touch any exposed wires or flooded electrical equipment. Contact an emergency electrician and let us know as soon as possible.
Burst pipe or severe water leak
Turn off the water at the stopcock (usually under the kitchen sink or near the water meter). Turn off any electrical appliances near the water. Contact an emergency plumber and notify us as soon as you can.
Heating failure in cold weather
Contact us during office hours and we will arrange for an engineer to attend as a priority. If it is outside office hours and the property is at risk of frost damage or the situation is genuinely urgent, contact an emergency heating engineer and keep all receipts for any costs incurred.
Locked out of the property
Please try to contact a key holder in the first instance. If you need a locksmith, this is generally at your own cost unless the lock has failed due to a fault. Keep any receipts.
Fire
Leave the property immediately. Do not stop to collect belongings. Call 999. Do not re-enter until the fire service has confirmed it is safe.
For all emergencies, please contact us the next working day to let us know what happened and what action was taken.
Phone: 01207 262 111
Email: info@sylvesterproperties.co.uk
End of Tenancy
When your tenancy comes to an end, we will arrange a check-out inspection. This is compared against the original inventory to identify any changes to the condition of the property. Where there are agreed deductions, these will be taken from your deposit. Any disputed deductions can be referred to the Tenancy Deposit Scheme for independent adjudication.
To give yourself the best chance of a full deposit return, please make sure the property is clean, any damage is reported, and all your belongings have been removed on or before the final day of your tenancy.
Useful Contacts
Sylvester Properties: 01207 262 111 | info@sylvesterproperties.co.uk
National Gas Emergency Service: 0800 111 999
Electricity supply emergencies: contact your network operator (find yours at: www.energynetworks.org)
Tenancy Deposit Scheme: www.tenancydepositscheme.com
Citizens Advice Bureau: www.citizensadvice.org.uk
Shelter (housing charity): www.shelter.org.uk