COVID-19 Business Update Find Out More

Further to recent Government advice we feel it appropriate to close our offices and move our teams to working from home during these difficult times. We will therefore be working remotely to continue helping our clients and customers and will take all possible steps to ensure service levels remain high during these rather challenging times.

Please call the normal office telephone lines as your calls will continue to be answered and forwarded to the appropriate member of staff..

We appreciate how difficult and uncertain this period will be for everyone but we would like to reassure you that during it we will do all we can to help.

Thank you for your understanding. Stay safe and well.

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The Tenant Fee Ban

The Tenant Fees Act 2019 came into force on 1 June 2019. From that date it is illegal for letting agents to charge fees to tenants apart from a small number of exemptions that are referred to as ‘permitted payments’.

Permitted payments are:

Permitted Payments

Holding Deposit 
(per tenancy)

One week’s rent. This is to reserve a property. Please Note: This will be withheld if any relevant person (including any guarantor(s)) withdraw from the tenancy, fail a Right- to‐Rent check, provide materially significant false or misleading information, or fail to sign their tenancy agreement (and / or Deed of Guarantee) within 15 calendar days (or other Deadline for Agreement as mutually agreed in writing).

Security Deposit
(per tenancy. Rent under £50,000 per year)

Five weeks’ rent.
This covers damages or defaults on the part of the tenant during the tenancy.

Security Deposit
(per tenancy. Rent of £50,000 or over per year)

Six weeks’ rent.
This covers damages or defaults on the part of the tenant during the tenancy.

Unpaid Rent

Interest at 3% above the Bank of England Base Rate from Rent Due Date until paid in order to pursue non‐payment of rent. Please Note: This will not be levied until the rent is more than 14 days in arrears.

Lost Key(s) or other Security Device(s)

Tenants are liable to the actual cost of replacing any lost key(s) or other security device(s). If the loss results in locks needing to be changed, the actual costs of a locksmith, new lock and replacement keys for the tenant, landlord any other persons requiring keys will be charged to the tenant. If extra costs are incurred there will be a charge of £15 per hour (inc. VAT) for the time taken replacing lost key(s) or other security device(s).

Variation of Contract (Tenant’s Request)

£50 (inc. VAT) per agreed variation. To cover the costs associated with taking landlord’s instructions as well as the preparation and execution of new legal documents.

Change of Sharer (Tenant’s Request)

£50 (inc. VAT) per replacement tenant or any reasonable costs incurred if higher.
To cover the costs associated with taking landlord’s instructions, new tenant referencing and Right‐to‐Rent checks, deposit registration as well as the preparation and execution of new legal documents.

Early Termination (Tenant’s Request)

Should the tenant wish to leave their contract early, they shall be liable to the landlord’s costs in re‐letting the property as well as all rent due under the tenancy until the start date of the replacement tenancy. These costs will be no more than the maximum amount of rent outstanding on the tenancy.

If you any questions on our fees, please ask a member of staff.



Renting can be a daunting process. It helps to have an understanding of how the process actually works, so that when the time comes, you know exactly what is necessary to secure that dream flat or house.

The following guide gives you a rough idea, from start to finish, of the lettings process. However if there is something that you are unsure of, please feel free to phone and speak to one of our lettings experts - we are here to help! Please be aware that this guide is specific to our Letting departments and some other letting agent’s processes may differ.


We advise, before you start your search for your ideal home, it is worth considering your requirements:

We recommend that you register your details with us when you start to look for property. Once you are registered we will keep you update with new properties and will contact you by your preferred method. Every time a new property is listed with us an e-mail is automatically sent to those applicants registered with matched requirements. As your search progresses you may wish to update your search requirements as they may vary.

Move in money needed

It is wise to consider before your move the funds that will be required. Before signing a tenancy agreement we will request one month’s rent in advance, a security deposit equal to five weeks rent (unless you are able to apply for a Zero Deposit) and a refundable Holding Deposit equivalent to one weeks’ rent. This is quite a lot of money to produce, you may therefore need to financially plan ahead.

Arranging property viewings

Once you find a property that matches your requirements, you are ready to book a viewing. You can simply phone our office to arrange a convenient time for a viewing or you can go online to our website and request a viewing by filling in the appropriate form.

Application Process

Once you have found the ideal property you need to complete the application process. Even though you have secured a property, the offer is subject to satisfactory references being completed. We recommend that you complete and return your applications forms to us as soon as possible in order that we can start the process.

You will be required to pay your Holding Deposit at this stage to secure the property. The references are carried out by an independent company who will contact your employer to confirm your employment details and salary, undertake a Landlord reference if you are currently in rented accommodation, ensure that your Right to Rent identification is valid and also ensure that your credit history is clear.

Tenancy Agreement

Until a tenancy agreement is signed, the tenancy proposed is not binding. Once the references are returned satisfactorily, we will then produce the tenancy agreement and forward a copy of this for your perusal giving you time to read over the terms and conditions and return to us before your agreed start date.

Security Deposit

An amount equivalent to 5 weeks rent is required as security against damage and dilapidations if paying a cash deposit. At no time can these monies be used in payment for rent. This too is required prior to the commencement of the tenancy in the form of cleared funds. The deposit is held by Woolley & Wallis as Stakeholder. Please also see information under the Zero Deposits tab above for further information regarding Deposit Replacement Schemes.

Inventory, Check in and Move Date

A full Inventory & Schedule of Condition of the property will be carried out by an Independent clerk a day before you move in. The information will give details of the condition of the property (and contents if applicable), along with all relevant meter readings. You will have 5 working days in which to go through this once you have moved in, allowing you to make any amendments that you feel necessary before returning a signed copy to our office. A copy will then be forwarded to you for your records.


The rent is exclusive of water, gas, oil, electricity, council tax and any other telephone/broadband services (unless otherwise stated). The requested method of payment is by standing order, which is paid monthly in advance. The first payment is due on or before the commencement date of the tenancy in the form of cleared funds i.e. Bankers Draft, Transfer or Cash. Personal cheques must be received 10 working days prior to the commencement date of the tenancy to allow time for funds to clear.


The Gas, Electricity and Water Services are automatically transferred into your name at the commencement of the tenancy. Some utility providers may require a deposit if you have not previously had a supply in the UK in your name. We will automatically notify the relevant Council Tax Authorities of your occupation at the commencement of the tenancy. Telephone lines/internet connections and TV Licences are the responsibility of the tenant.


During the course of the tenancy the Landlord’s contents only are insured for forcible entry, theft and water/fire damage caused through a system fault or failure. We recommend that you should also insure your own belongings and the Landlord’s contents, furniture, fixtures and fittings at the Property as described in the inventory.

Returning your deposit

All of our deposits are registered and protected by the TDS (Tenancy Deposit Scheme), you will be issued with a deposit Certificate at the start of your tenancy. At the end of your tenancy, as a guideline, we are required to return the undisputed balance of your deposit to you within ten days of the undisputed amount being agreed. For Zero Deposit properties please see the separate information listed under the relevant menu tab above.

Looking for a property? Register your details with us

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Contact Our Offices


Fordingbridge Office

Call us on 01425 655900

Romsey Office

Call us on 01794 512129

Salisbury Office

Call us on 01722 424535

Shaftesbury Office

Call us on 01747 852242