Frequently asked questions
The Application Process (Lettings)
Once you have found the amount of holding deposit you need to pay, you need to pay it over to us to proceed with your application.
We cannot reserve/hold the property for you (even if the landlord has accepted your offer) until you pay your deposit – so please do this as soon as possible.
We strongly recommend an online bank transfer, as this reaches us more quickly.
You can pay in one of two ways:
Online bank transfer
Our bank details are:
Bank: Lloyds Bank Plc
Account name: HOMEsure
Sort code: 30-95-11
Account number: 00564126
Reference: SURNAME_STREET
If you’re overseas, you can pay using the following details:
IBAN: GB34LOYD30951100564126
BIC: LOYDGB21047
Cash
You may bring cash to our office at:
32 Allerton Road
Woolton Village
Liverpool
L25 7RG
Please note – We do accept holding deposits in cash but all rent and deposits must be paid via your bank.
We recommend making an appointment to ensure that a suitably qualified member of staff is available to assist you. Please call us on 0151 722 22 22 or send an email to lettings@homesureproperty.co.uk.
A full copy of our terms and conditions can be found here.
As explained in further detail at the very bottom of this page, your holding deposit is non-refundable once the third-party referencing company has been instructed. This is because fees are incurred as soon as your application is passed over to them.
You should always seek permission from the property owner before making any changes to the property. A landlord may have a preferred energy supplier or location of utility meters for example, so please do ask their permission.
Due to insurance restrictions, Homesure does not do tenant check-ins at the property. We do however provide a ‘Snagging List’ for you to pass to us/your landlord with any snags, repairs, etc. that need addressing. Some landlords will meet you at the property themselves to walk you around, but this is on an individual basis and should not necessarily be expected.
If you are unable to work the heating, please get in touch with your landlord or with HOMEbuild (if your property is managed by Homeure). We already have copies of most boiler manuals so can provide you with a copy free of charge.
Unfortunately, we can only give out the keys to a property once the Tenancy Agreement has been signed, and once the first month’s rent and deposit has been received.
It is Homesure’s policy that your tenancy will only be granted if Housing Benefit is paid directly to us/your landlord. In order to prove this, you must complete our ‘Authority to Obtain Information’ form. Please contact us to request this.
Just give your accountant’s details to the referencing company who will find out all the information they need. If you do not have an accountant, you must provide 6 months’ worth of bank statements to us directly
We use a third party referencing company who in turn use Credit Expert to check your credit score and credit history.
We will need proof of ID (driving licence/passport/student ID card etc.) We will need proof of address (utility bill, mortgage statement, land registry document etc.) In order for your application be passed by our third-party referencing company you must prove your income. This means that you/your guarantor must prove that you receive the income that you have stated on your application form, whether it be employee payslips, housing benefits, pension, etc. Please note that if you and/or your guarantor is/not willing to provide the proof of income, address, and/or other details that the referencing company require, your holding deposit will not be refundable.
No. This is an Offer that you are making to the Landlord. If the Landlord is happy to accept you on the basis of the below, we will provide you with an Acceptance in Principle, and begin credit and reference checks.
Why do you do it this way? To save you time, money, and effort! If you went through all cost and effort of referencing only to discover that there was a misunderstanding or the landlord wasn’t willing to accept you as a tenant, you wouldn’t be very happy! This way, everyone is clear and happy with everything from the start to ensure a smooth, happy tenancy for all.
We sign all documents using www.EchoSign.com so you will have plenty of time before signing the Tenancy Agreement to read it through and question any clauses therein. You can also see a copy of the Tenancy Agreement here if you would like to have a look now and/or send it on to a guarantor. Please note that the Tenancy Agreement is subject to change at any time, so you should always thoroughly check the document at the time of signing.
All Tenants named at the top of a Tenancy Agreement are jointly & severally liable for all the responsibilities and liabilities therein. This means that should one or more of the Tenants not wish or be unable to fulfil their responsibilities (paying of rent, damage costs, late payment fees etc.) the remaining Tenants will be liable for the whole amount. For example, there are 4 students sharing a property. One of the Tenants decides to drop out of their course and return home. If we/the Landlord are unable to recover their share of the rent, we/the Landlord will pursue the remaining 3 Tenants for the 4th person’s share of the rent.
Will my guarantor be jointly and severally liable too? No. By law, a Guarantor can only be responsible for their Tenant’s relevant proportion. Therefore, using the example above, the Guarantors for the remaining 3 Tenants will only be responsible for 25% each, whereas the Tenants are responsible for 33% each. In the above situation, we/the Landlord would pursue the Guarantor of the defaulting 4th Tenant for outstanding rent and liabilities.
A Guarantor must be working AND a homeowner. This is because they need to be able to afford the rent as if they were paying it anyway. If your Guarantor is not working, but is a homeowner with significant savings (i.e. at least the equivalent of 1 year’s worth of rent), the credit & referencing company may be able to help. It is also important to note that your Guarantor must earn at least 30x the monthly rental income per annum. For example, if the monthly rental is £650.00pcm, the follow calculation must be applied: 30 x 650 = 19,500. This means that, if your monthly rent is £650.00pcm, your Guarantor must earn at least £19,500 per year (before tax).
We appreciate that we are asking for lots of personal information so want to assure you that we are a legitimate and professional organisation. You can find out more information about us here:
The reason we ask this “what rent do you want to offer?” is because you may wish to pay your rent at different intervals (e.g. weekly/4-weekly, etc.) and/or you may have discussed a lower rent in return for a longer rental term, or to do some redecoration works for example. Please bear in mind that if you offer a lower rental amount, the Landlord may decide to proceed with another applicant.
The quickest way is to use this form to upload your ID to our system.
Alternatively, call us on 0151 722 22 22 to make an appointment to visit our office.
You must pay a holding deposit in order for us to postpone marketing of the property to give you time to go through referencing. The holding deposit is equal to ONE week’s rent. You will find this figure in your offer acceptance email from us, along with the bank details to make an online transfer. We accept cash into our office for holding deposits only (not rent and deposit). This does not mean that you are guaranteed to get the property, however, it means that we will not show the property to anyone else while you go through referencing.
Homesure works in partnership with Let Alliance for our tenant referencing. Let Alliance is also a specialist provider of Tenant Insurance products, and they will provide you with a no-obligation quote for Tenant Liability Insurance and/or Tenant Contents Insurance upon completion of your reference application.
Tenancy Deposits
Most landlords request that you pay a security deposit to protect them against non-payment of rent, damages, or any other breach of a condition of your tenancy.
Your landlord must put your deposit in a government-backed tenancy deposit scheme (TDP) if you rent your home on an assured shorthold tenancy that started after 6 April 2007.
Once your tenancy has ended, you will be able to get your deposit back, subject to any deductions for rent arrears, damages, unpaid bills, or any other costs incurred through breaching any terms & conditions of your tenancy.
For more information via Government’s website, click here.
We use the Deposit Protection Service (DPS) who hold and store your money (we do not keep your money), in accordance with the Terms & Conditions as outlined within your Prescribed Information Relating to Tenancy Deposits document when you move in.
You will need to pay this before you move in.
We know that getting your deposit back as soon as possible is important to you. That’s why we help ensure you are aware of the things you need to do before you actually move out.
We have created an ‘End of Tenancy Checklist’ to ensure that you know what your responsibilities are.
CLICK HERE TO VIEW & DOWNLOAD THE CHECKLIST
We cannot even begin to start discussing the return of your deposit until you have:
- handed back the property in the same condition as it was at the beginning of the tenancy
- paid all rent in full, and all bills have been settled (and proof provided of the same)
We use the Deposit Protection Service (DPS) who hold and store your money (we do not keep your money), in accordance with the Terms & Conditions as outlined within your Prescribed Information Relating to Tenancy Deposits document when you move in.
Therefore, after you have moved out, you need to request your deposit back from the DPS. They will then contact us and we will respond accordingly.
When we protect your deposit, the DPS will send you a Deposit Protection Confirmation, detailing your Deposit ID and Repayment ID. You will need this information whenever you make an enquiry and in order to request your deposit back via their website.
Click here to read the DPS’ A Tenant’s Guide to the Custodial Scheme
Step 1
Once you’ve ensured all of your rent is paid, bills are settled, and you’ve sent us your completed Deposit Return Form, you can request your deposit back via the DPS’ website.
Step 2
We receive a Repayment Request from the DPS advising us that you wish to receive your deposit back.
The 14-day response deadline starts here.
Step 3
We check to ensure that all of your rent is paid, bills are settled, and you’ve sent us your completed Deposit Return Form.
Step 4
We seek approval from your landlord with regards to your request to have your deposit returned.
If they wish to make any deductions from your deposit, we request that they provide us with a breakdown of the deductions and the costs incurred that they wish to recover from you.
Step 5
We update the DPS website with the landlord’s response. You will then receive a notification of the same.
Before any deadlines can be set, you as the tenant must start the process.
Step 1
Once you’ve ensured all of your rent is paid, bills are settled, and you’ve sent us your completed Deposit Return Form, you can request your deposit back via the DPS’ website.
Step 2
We receive a Repayment Request from the DPS advising us that you wish to receive your deposit back.
The 14-day response deadline starts here.
Step 3
We check to ensure that all of your rent is paid, bills are settled, and you’ve sent us your completed Deposit Return Form.
Step 4
We seek approval from your landlord with regards to your request to have your deposit returned.
If they wish to make any deductions from your deposit, we request that they provide us with a breakdown of the deductions and the costs incurred that they wish to recover from you.
Step 5
We update the DPS website with the landlord’s response. You will then receive a notification of the same.
What if the landlord is taking too long to respond?
The DPS guidelines state that you must receive a response to your repayment request (step 1 above) within 14 days.
If you are not satisfied with the length of time that it is taking to receive a response, you can initiate the Single Claim Process.
Firstly, don’t worry. The DPS has a process for when a landlord and a tenant do not agree on how much of the deposit should be returned to the tenant – Alternative Dispute Resolution.
The DPS handles this whole process free of charge to you, and it is completely independent of both us and your landlord so please do not worry about fairness.
The Deposit Protection Service (DPS) is the protection scheme that holds your money.
Their role is to decide what is fair and reasonable between you and the landlord.
To view and download the DPS’ Wear & Tear Information Booklet, click here.
In order for a landlord to make deductions from your deposit, you must agree on a figure. If you don’t agree, it will be passed to the independent adjudicator (click here to find out more about Deposit Disputes).
In order for the landlord to actually provide the figures to deduct from your deposit, they must provide invoices.
In order to provide invoices, the works must’ve been carried out, so there will be a delay in getting the figures for the deductions to you.
As you can appreciate, the above process will take time and depends on the level of works required and the availability of contractors.
Unfortunately, we will be unable to provide updates throughout this process.
The DPS guidelines state that you must receive a response to your repayment request (step 1 above) within 14 days.
If you are not satisfied with the length of time that it is taking to receive a response, you can initiate the Single Claim Process.
The DPS guidelines state that you must receive a response to your repayment request (step 1 above) within 14 days.
If you are not satisfied with the length of time that it is taking to receive a response, you can initiate the Single Claim Process.
The following guide from the DPS may prove useful, providing answers to frequently asked questions, as well as contact information so you can get free and impartial advice.
Property Management
Want to redecorate, get a pet, or remove something from the property?
Make sure your landlord agrees first so that you are protected.
Tenant Fees
Mandatory fees
Application fees
These include checking your identity, immigration and visa status, financial credit checks, obtaining references from current or previous employers and/or landlords, and any other relevant information to assess affordability and suitability, as well as arranging the tenancy agreement, protecting your deposit (if applicable), and any other works necessary to begin your tenancy.
Unlike many other agents, we do not charge you for:
- Protecting/registering your deposit with a Government-authorised deposit protection scheme
- Preparing an inventory
- Providing you with at least one set of keys
- Notifying utilities suppliers and local authorities of your new tenancy
Optional fees
This may either be at your request or the individual landlord’s request on an ad-hoc basis.
- Additional security deposit (for example, if you wish to keep a pet). This will be protected along with any other security deposit you provide and will be returned to you at the end of your tenancy, subject to the terms and conditions of your tenancy agreement.
Holding deposit
A holding deposit is NOT a fee. We just thought we’d reiterate the situation here…
If you want to reserve the property while you undergo credit and reference checks, you can pay a holding deposit.
This does not mean that you are guaranteed to get the property, however, it means that we will not show the property to anyone else while you go through referencing.
You have ten days to undergo the referencing process.
If you do want to pay a holding deposit, this is £100.00 (VAT not applicable), and is deducted from the first month’s rent upon moving in.
The only way you can lose your holding deposit is if:
- You lie, or fail to disclose when legally obliged, any negative details which later come to our/the landlord’s attention. In this circumstance you will lose all of your application fee(s) and holding deposit.
- You change your mind, after you’ve paid your fees and/or holding deposit and decide to withdraw your application. You will receive your holding deposit back minus a reasonable charge for administration costs incurred.
Mandatory fees
None!
Optional fees
Tenancy renewal fee
- Only required if you or the landlord choose to renew your tenancy for another fixed term period
- This is £36.00 (including VAT) per tenancy (i.e. not per person)
- Includes negotiation of terms, amending and updating terms, and arranging a new Tenancy Agreement
Tenancy amendment fee
- Only required if you wish to make any changes to your tenancy agreement, for example, changing/removing a tenant’s name.
Penalty charges
These are listed as optional, as you will only incur these charges if you fail to adhere a term(s) of your tenancy agreement.
- You will receive a Late Payment Charge (LPC) of £18.00 (including VAT) for any overdue rent after 7 days (including weekends and bank holidays).
- Interest will be charged at 8% above Bank of England base rate from the date due.
- If any payment made to us/the landlord is dishonoured, a charge of £18.00 (including VAT) will be applied. For example, a ‘bounced’ cheque.
- If we/the landlord is required to serve an eviction notice upon you, you will be charged an administration fee of £120.00 (including VAT), plus any actual costs incurred, such as court costs.
- If you cause any damages to the property, that require us to organise repairs, we will charge 12% (including VAT) of the total cost of the works required as a project management fee for arranging and overseeing the works.
- If you fail to allow access for a pre-arranged property inspection appointment, you will receive a £36.00 (including VAT) administration charge for costs incurred.
- If you lose/damage any security items (e.g. keys, fobs, locks, etc.) we will charge £36.00 (including VAT) per item, plus the actual cost of the item replaced (if necessary/applicable).
- Where actions of a tenant(s) results in us (or a nominated contractor) attending the property, time to remedy the situation is charged at an hourly rate of £36.00 (including VAT) plus any actual costs incurred. For example, if you lock yourself out of your property, we will have to travel to our offices to collect a spare key, travel to your property, return the key to the office, and then return home. If, however, you lock yourself out of your property during normal office hours, you are welcome to contact the office and arrange to temporarily borrow our management set of keys to gain entry. Please note that you will be required to leave a cash deposit £50.00 (VAT not applicable) which will be returned to you upon the return of our keys (otherwise, if you lose our set of keys, you will need to change the locks which will cost a lot more!).
- If you fail to report an issue to us, which causes damages to the property and/or damages to our/the landlord’s business, you will be charged for any costs incurred in rectifying any issues. For example, if you fail to report an issue to us/the landlord, which results in a local authority order, you will be charged £240.00 (including VAT) plus any actual costs incurred.
- If you fail to provide the correct amount of notice to us/the landlord, you will not be charged any fees; however, you will be required to continue paying the rent agreed until expiry of your notice.
- If you wish to leave your tenancy before the end of your fixed term agreement, you may do so subject to permission being granted by the landlord, and a suitable replacement tenant being found. Any replacement tenants must undergo credit and reference checks via us/the landlord, and you will remain liable to pay the rent until the end of your fixed term agreement or the start of a replacement tenancy, whichever is the sooner.
Mandatory fees
None!
Optional fees
Again, these are listed as an optional, as you will only be charged should you fail to comply with the terms of your tenancy agreement.
- If we need to replace keys and/or change locks due to your failure to return your keys or due to damage, (e.g. keys, fobs, locks, etc.) we will charge £36.00 (including VAT) per item, plus the actual cost of the item replaced (if necessary/applicable).
- If cleaning is required upon vacation of the property, or if you leave any damages to the property, that require us to organise repairs, we will charge 12% (including VAT) of the total cost of the works required as a project management fee for arranging ad overseeing the works.
Unlike many other agents, we do not charge you for:
- Releasing your deposit
- Undertaking a check-out inventory/inspection
- Providing you with an outgoing reference for any future tenancies you may have elsewhere
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