Tenant Fees / Complaints


As of the 1st June 2019, a tenant fee ban came into effect.

The following are permitted payments which we may request from you:

a) The rent.
b) A refundable tenancy deposit (reserved for any damages or defaults on the part of the tenant) 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.
c) A holding deposit (to reserve a property) capped at no more than one week’s rent.
d) Payments to change the tenancy when requested by the tenant, capped at £50, or reasonable costs incurred if higher.
e) Payments associated with early termination of the tenancy, when requested by the tenant.
f) Payments in respect of utilities, communication services, TV licence and council tax.
g) A default fee for late payment of rent and replacement of a lost key/security device, where required under a tenancy agreement

Please call us if you wish to discuss this further.


Redress scheme provided by: The Property Ombudsman (D6830)

Should you wish to make a complaint about our services, please first speak to a member of the team, we welcome your feedback and will endeavour to resolve any issues raised quickly and efficiently, without the need of escalation.

Should we not be able to resolve your complaint over the phone, please email us full details of your complaint in writing.

Upon receiving a written complaint, we will acknowledge receipt within 3 working days and in line with the Property Ombudsman protocol, we will provide a full reply within 15 working days.

Should we confirm our final stance on the matter and should you still not be happy with the outcome, we will advise that you escalate the complaint to the property ombudsman for third party investigation.

  • Property Ombudsman
  • Right Move
  • The Property Ombudsman
  • The Property Ombudsman
  • The Property Ombudsman
  • DPS