Tenants Frequently Asked Questions

1. How do I secure a property?

When you have found the property you wish to rent, we will be delighted to proceed with your application which starts with referencing, once we have received a holding fee.

2. What is referencing?

You will populate a form giving details of your employer and a previous landlord who can verify your suitability for a new tenancy. We will also run checks with a credit referencing agency. Your right to live and work in the UK will need to be confirmed we require proof of your identity and that of anyone living with you. Current or past credit issues may affect the outcome so it is better to tell us straight away if you believe there are any issues that may impact the result.

3. What is a guarantor?

If your earnings are not quite sufficient to cover the rent or there are previous credit issues; a guarantor may be required by the landlord. This is not unusual. The guarantor must live in England or Wales and will be required to cover your rental commitment in the event of a default. The guarantor will also need to pass a reference check.

4. What is a Tenancy Deposit?

A tenancy deposit is paid to protect the property against any damage that you might cause during your tenancy. You can only be charged for any cleaning, damage or issue that goes above normal wear and tear. An assessment will be made at the end of your tenancy, against the detailed inventory and schedule of condition that was provided and signed for on move in. The deposit can also be held against non-payment of rent.

5. Where is the Tenancy Deposit held ?

Deposits are held in a government-backed Tenancy Deposit Protection Scheme and we provide details of where your tenancy deposit is being held.

6. What is a tenancy agreement ?

A tenancy agreement is a contract between you and the landlord. It sets out the legal terms and conditions of your tenancy.

7. What am I responsible for ?

You agree to abide by all the terms contained within the tenancy agreement by signing it. In the main, you are responsible to pay the agreed rent, even if repairs are required or you’re in dispute with your landlord and pay other charges as agreed eg Utility and council tax bills; promptly report any damages.

8. Do I need insurance ?

The landlord will insure the actual property, but you will require a contents insurance policy to the value of your possessions and it is advisable that you have a policy which covers both your own belongings and those of the landlords against accidental damage caused by you.

9. How are maintenance issues dealt with?

In the event that there is a problem eg a broken appliance or general maintenance work that is required and we manage that property directly then you should contact us immediately via our 'report a repair' button at the bottom of each page of our website. We will contact the landlord and liaise with you to get the problem resolved. Tenants will usually be required to cover the cost of repairing any damage they have caused.

10. Who can access the property and when?

You will always be given sufficient notification if either the landlord or their managing agent wish to enter the property, except in an emergency, when immediate access may be required.

11. Can my rent be increased?

For a fixed term tenancy the rent can only be increased with your agreement. For a periodic tenancy your landlord can’t normally increase the rent more than once a year without your agreement.

12. Is it possible to extend my tenancy?

Before your fixed term ends you can let us know whether you would prefer to sign a new fixed term tenancy or move to a periodic tenancy and we can advise on your landlord's option preference.

13. How do I give notice to quit?

A notice period and procedure is detailed in your tenancy agreement. Once you follow this, the process is straightforward. Best practice is to tell us as soon as you have decided and we can work through the next steps with you.

14. When do I get my deposit back?

Our check-out service is carried out when you vacate and we examine your inventory. You and the landlord will be provided with the results. Deposits are then returned in accordance with the Tenancy Deposit Protection Scheme, less any deductions.

15. What is the move in process?

Holding Deposit

An initial payment is required to reserve the property. This is equivalent to one weeks rent. This will hold the property for you for a maximum period of two weeks unless agreed otherwise. YOUR INITIAL PAYMENT WILL BE ALLOCATED AGAINST YOUR TOTAL INVOICE AMOUNT. THIS PAYMENT IS NON REFUNDABLE IF YOU DECIDE NOT TO PROCEED WITH THE TENANCY OR FAIL THE REFERENCING/ RIGHT TO RENT CHECK.


All tenants are required to be referenced. You will be emailed a referencing form to fill out online.

As part of the referencing we are checking:

  • Your credit score and any adverse credit on your record.
  • Your current employment with your employer/future employer.
  • Your Landlord reference with your previous Landlord.
  • An affordability check to confirm you are able to afford the rent.

As part of the referencing we are required to verify that every tenant is entitled to live in the UK under the 2014 Immigration Act. We will require to see your passport or national identity card and proof of you current address (utility bill or bank statement dated in the last 3 months).

Rent Payments:

Rent is always payable monthly in advance and is due the 1st of every month with the first month calculated pro-rata. Advanced rents for move in dates before the 15th of the month will be calculated on the daily amount from the move in date up until the end of the same month.

Advanced rents for move in dates falling on or after the 15th of the month will be calculated on the daily amount from the move in date to the end of the same month plus the following full month’s rent amount.

If a property is to be managed by the landlord then a minimum of 6 weeks advanced rent will be required. A member of staff will confirm if the property is to be managed by the landlord or Mack Residential.

The minimum tenancy period is six months. Inspections are carried out every 3 months on managed properties.


5 Weeks rent Deposit (Not Vat Chargeable) will be taken before you move in. This will be registered with DPS (Deposit Protection Service).

No Deposit Option:

We offer tenants the option to use a deposit replacement scheme instead of paying the deposit upfront. We use a company called Reposit Ltd for this service. A non refundable fee of one weeks rent is charged to the tenant. Pease ask a member of staff for more details.

16. What client money protection scheme are you a member of?

Mack Residential are a certified member of Ukala's client money protection insurance scheme. Please click here for a copy of the certificate.