Commonly Asked Questions

Everything You Need to Know

Helpful information about renting with The London Tenant

Please note: The information below reflects current rental practices and legal requirements in England and may be updated from time to time

📦 When can I move in?

You can move in from your agreed tenancy start date once the required tenancy documentation, pre-tenancy checks and move-in requirements have been completed.

🏡 How is rent paid?

Rent is payable monthly on the 1st of each month by standing order or bank transfer, in accordance with your tenancy agreement.

💡 Are bills included in the rent?

Yes. Unless otherwise stated for a particular property, rent includes utilities such as gas, water and electricity, together with council tax, Wi-Fi and the TV licence.

🧹 What about Cleaning?

The property is professionally cleaned before occupation. We also provide a bi-weekly cleaning service for communal areas.

🤝 What is a holding fee?

A holding deposit is a payment made to reserve a property while the application and pre-tenancy checks are completed.

The holding deposit is equivalent to one week’s rent and is subject to our Holding Deposit Terms.

Please review the Holding Deposit Terms before making payment.

📱 How do I access the tenant portal?

You will receive access to our tenant portal as part of your move-in process. The portal allows you to access important tenancy information and manage aspects of your tenancy online.

Maintenance issues should be reported through our dedicated maintenance portal.

🛑 How do I end my tenancy?

Your tenancy operates on a periodic basis and continues on a rolling basis until it is ended in accordance with the applicable notice requirements.

Where two months’ notice applies, notice must be provided in writing and must end on a rent due date or the day before a rent due date.

Rent remains payable throughout the applicable notice period.

Please refer to your tenancy agreement or contact our team if you require assistance.

📝 Do I need to renew my tenancy?

Assured tenancies operate on a periodic basis, so there is normally no fixed-term tenancy to renew.

Your tenancy will continue on a rolling basis until it is ended in accordance with the applicable notice requirements.

🚨 What should I do in an emergency?

For emergencies involving an immediate risk to life or safety, such as a fire, serious gas emergency or serious injury, call 999 immediately.

For urgent property maintenance issues, please report the issue through our maintenance portal and provide as much information as possible.

🔐 How much is my tenancy deposit, when is it due and is it protected?

Where a tenancy deposit is required, the amount will be confirmed before your tenancy begins.

Your tenancy deposit will be protected in a government-approved tenancy deposit protection scheme in accordance with the applicable requirements.

At the end of your tenancy, your deposit will be dealt with through the deposit protection process, subject to any agreed or properly evidenced deductions and allowing for fair wear and tear.

📆 How do I collect my keys?

Keys are normally collected from a local KeyNest collection point.

We will send your individual key collection and check-in instructions before your arrival once the required move-in steps have been completed.

🛋 What is included in our properties?

Our properties are generally furnished and equipped with bedroom furniture including a bed, desk, chair and storage.

Properties also generally include kitchen appliances and communal-area furniture. The exact contents vary between properties, so please check your property listing or inventory for specific details.

👪 What is a Guarantor?

A guarantor is someone who agrees to meet certain financial obligations under the tenancy if the tenant does not.

A guarantor may be requested in appropriate circumstances as part of the referencing process. Any guarantor requirements will be explained during your application.

📋 What is an Inventory?

An inventory is a detailed record of the condition and contents of the property at the beginning of your tenancy.

The inventory will be provided to you at the start of your tenancy for your records and review.

🐶 Can I bring pets?

Tenants may make a written request to keep a pet at the property.

Requests will be considered on an individual basis in accordance with applicable law and the circumstances of the property. Permission must be obtained before bringing a pet into the property.

⏰ What happens if I need to leave?

If you wish to end your tenancy, you must provide the required written notice in accordance with your tenancy agreement and applicable law.

If you would like to leave earlier than your required notice date, please contact us. Any agreement to end the tenancy earlier must be confirmed in writing.

🔧 How do I report a maintenance issue?

All maintenance issues should be reported through our dedicated Fixflo maintenance portal:

https://thelondontenant.fixflo.com/issuereport/CreateIssue

Please provide full details of the issue and photographs where possible so that our maintenance team and contractors can assess and respond appropriately.

For an immediate emergency involving danger to life or safety, call 999.

🔑 What happens if I lose my keys?

Please contact us as soon as possible if you lose a key or other security device.

You may be responsible for the reasonable actual cost of replacement, including associated security or locksmith costs where necessary, in accordance with your tenancy agreement and applicable law.

💰 Any hidden charges?

We do not charge tenants prohibited administration fees.

Any payments that may be required in connection with your tenancy will be clearly explained in accordance with applicable law.

Please refer to our Tenant Fees page for further information.

🏁 What happens at the End of Tenancy?

Before leaving the property, you should:

Return your accommodation in an appropriate state of cleanliness and condition, allowing for fair wear and tear.
Remove your personal belongings and dispose of any rubbish.
Return all keys and security devices in accordance with the checkout instructions provided.
Follow the checkout instructions sent to you before your departure.

Following checkout, your tenancy deposit will be dealt with through the applicable deposit protection process, subject to any properly evidenced deductions.

Drop us a message if you have any further questions.