Tenant Support

Moving in

1. What references do I need to get?

   For a long let you will be asked for a previous landlord, bank, employee and/or character references to demonstrate proof of income and suitability. You will also need to provide proof of ID, proof of address and proof of a 'Right to Rent' in England through a passport or combination of passport and valid visa.

   For a short let you will be required to produce proof of address and either your passport, national ID card or driving licence and an employment or character reference detailing why a short let is required.

   For a short let tenancy where a company is the tenant you will be required to produce proof of ID for those staying at the property and a letter from the company confirming the full names of all proposed occupants.

2. Who is responsible for contacting the utility companies after I move in?

   You as the tenant are responsible for setting up accounts with the utility companies directly when you move into your property and also when you leave, taking care to provide meter readings at the beginning and end of the tenancy.

3. I can't log into My Foxtons

   You can reset your password via this link.

Paying Rent

1. How do I work out a monthly rental payment?

   The best way to work out the monthly rental payment for a property is to multiply the weekly rent by 52 and divide the total by 12.

   Weekly rent: £

2. How do I pay rent?

   For long lets you will be asked to set up a monthly standing order with your bank.

   For short lets you will need to pay the rent in full prior to the commencement of your tenancy. We accept bank transfers, bankers' drafts, and credit cards.

3. When will the rent leave my account?

   Generally rent is paid by a standing order mandate and will leave your account 3 days prior to the rental due date in order to be in the recipients account on the due date (The due date is typically, although not always, the date on which you moved in).

4. What happens if my rent is paid late?

   Any problems with rental payments, that may result in late payment, should be conveyed to Foxtons Property Management. Arrears letters will be issued if rent remains outstanding beyond 3 days after it was due. A default fee of interest on late rent is payable at 3% above Bank of England base rate applicable if rent is more than 14 days overdue.

Help during your tenancy

1. Who do I speak to if I have problems with my tenancy?

   Report and track any problems relating to your tenancy, or see an organised list of your contacts for each tenancy within your My Foxons account.

   Report an issue

   View my contacts

2. How do I serve notice to vacate my property?

   Notice would need to be served in accordance with your particular lease agreement by recorded delivery to Foxtons Headquarters or by emailing [email protected]. The agreement should always be referenced.

   Property Management and Lettings
   Foxtons,
   Building One,
   Chiswick Park,
   566 Chiswick High Road,
   London,
   W4 5BE

3. What penalties will I incur should I break my lease agreement early?

   The primary liability is for rent until the end of the contract or its break clause point.

   If the landlord agrees to re-market the property and once a new tenant is found, then your liability will be reduced to covering the landlord's commission and any other expenses from when the property is re-let. Payments would be calculated on a pro-rata basis for the unexpired term of the contract.

4. How do I renew my contract?

   You should inform us two months prior to the end of your tenancy to allow enough time to arrange all the related administration. Contact [email protected] for more information.

Moving out

1. How do I manage the end of tenancy process with my landlord/Property Manager?

   To make moving out of your property as simple as possible, please log onto My Foxtons which will guide you through the entire move out process including;

   • Book an end of tenancy clean (view Foxtons cleaning specification)
   • Access to your inventory check-in report and check-out report, once completed
   • If relevant, view and respond to proposed deposit deductions
   • Updates on the return of your deposit

2. Is there a check list of things to do when I am moving out?

   1. Read through your inventory check-in report and refresh your memory about the condition of the property when you first moved in
   2. Return all items of furniture to the original room if they have been moved around – the inventory check-in report will help if you can’t remember
   3. All areas of the property need to be cleaned to the same standard they were in when you first moved in (view Foxtons cleaning specification)
   4. Check lights bulbs are in full working order
   5. Any outdoor space you are responsible for, like a garden or terrace, needs to look like it did when you moved in
   6. Remove any unwanted items before you leave the property, as you might be charged the cost of disposal
   7. If you have been hanging pictures or TVs on the walls, affixing brackets or inadvertently creating holes, then you are responsible for returning the walls back to their original condition
   8. Mould in the bathrooms is usually due to condensation. There are lots of mould cleaning products available for a DIY clean up!
   9. All sets of keys need to be returned to your landlord or estate agent's office, including any security passes or security fobs
   10. Take a photo of the meters on the last day of your tenancy. Contact the utility companies to give them your final readings and pay any balance owing
   11. Close your council tax account and pay any balance owing
   12. Notify TV Licensing about your change of address
   13. Re-direct your post with Royal Mail
   14. Chat to your landlord before moving out if you think there might be any issues – it can be much easier to reach a compromise in advance!

3. Am I required to pay for an end of tenancy clean?

   You are required to return the property in the same condition as at the start of the tenancy, so if you would like to book a clean to help achieve this please go to My Foxtons. If you can’t remember the condition at the start of your tenancy then please check the documents section on My Foxtons where the check-in report will be stored if this was arranged through Foxtons.(view Foxtons cleaning specification)

4. Can Foxtons organise an end of tenancy clean for me?

   Yes, please go to My Foxtons where you can book and pay for your end of tenancy clean

5. Do I need to be present for the inventory check-out?

   You don’t need to be present, however best practice is to be present if you can. Please check My Foxtons for the latest information on the check-out arrangements

6. Where should I return the keys?

   Please return your keys to your local Foxtons office on the last day of your tenancy. If you are going to be present at the check-out inspection please hand them to the check-out clerk who will return them to Foxtons.

7. When should I cancel my standing order for rent?

   Please contact your bank to cancel your standing order once your last instalment of rent has been paid in full. Foxtons are unable to cancel a standing order instruction so you must do this directly with your bank

8. When should I close my utility accounts?

   Please contact your utility providers as part of the moving out process. Don’t forget to take meter readings on the last day of your tenancy

9. My utility provider wants the name of new bill payer - what should I tell them?

   Please give your Landlord’s name as shown on your tenancy agreement which you can find on My Foxtons

10. Can I leave unwanted furniture in the property?

    No. Please leave the property as noted in the inventory check in. If you leave unwanted personal items in the property you may be charged for the cost of removal

11. How do I retrieve my post once I have vacated the property?

    Please make arrangements before you vacate the property to redirect your post as this arrangement can take a few days to activate (link to royal mail redirection service)

12. How can I get a reference?

    Please contact your Landlord or Property Manager for a reference. You can communicate with your Landlord or Property Manager via the Issue Tracker on My Foxtons

13. I have left items in the property - can I have them back?

    Please contact your Landlord or Property Manager as soon as possible. You can communicate with your Landlord or Property Manager via the Issue Tracker on My Foxtons

Deposit

1. How much is my deposit?

   Please check the latest deposit certificate which you can find in documents on My Foxtons which will confirm the amount of the deposit

2. Is my deposit protected and can I have a copy of the certificate?

   If your tenancy falls under the deposit protection rules you can find the latest deposit certificate in documents on My Foxtons which will also confirm the amount of the deposit

3. When will I get my deposit back?

   Your landlord has up to 10 days from your vacate date to propose deductions from your deposit. Once agreed your deposit will be sent back to you by bank transfer and this can take up to 3-5 working days to clear into your account. If there is a disagreement then that portion of the deposit will be retained pending a resolution

4. How will I get my deposit back?

   The deposit will be returned to the lead tenant via bank transfer

5. Can we split the deposit and have it returned to different accounts?

   The deposit will be returned to the lead tenant. If you are unsure who that person is you can easily check on My Foxtons, and change the lead tenant if necessary

6. What happens if I don’t agree with my Landlords proposed deductions?

   Please go to My Foxtons for guidance on the next steps, in the event you and your landlord cannot reach a compromise on proposed deductions

7. Where can I find a copy of the inventory check-out report?

   If a check-out report was booked through Foxtons you will find a copy at My Foxtons in your documents folder. It can take up to 3 days after the move out date for the report to be received from the check-out clerk