Frequently Asked Questions
 When renting your home your quality of life is determined by the quality of property management. We set a standard of excellence for residential property management were we measure ourselves each day by the service promise we give to you -
- Find you the property that matches your needs.
- Show you how systems work in the house and provide you with a comprehensive moving in pack
- Provide you with 24/7 back up and make sure that you are kept informed.
Through innovative systems, attention to detail, and a highly trained professional staff, Maxine Lester Residential Lettings' reliability and responsiveness have earned the firm the reputation it maintains today. Just ask anyone who has ever lived in an MLRL-managed home.
Where do I start?
There are three ways you can do this
- Register on line - but remember to answer all the questions as we don't want to waste your time by taking you to see properties that are not suitable for your needs. What makes us different from Companies is that we will call you as suitable properties come on to our books.
- Contact us directly on 01480 494939, we will be able to find out what is really important to you and organise appropriate properties to view.
- Come and visit it us at our offices (we are directly opposite Waitrose in St Ives). We can't promise that we can take you on an immediate viewing but we will try our best.
Just provide us with your details by completing our registration form on line. But why not come in and see us at our offices and find out how we can help you.
I work during the day and I am unable to view properties inside normal office hours.
No problem accompanied viewings are normally conducted between the hours of 9.00 and 18.00 pm Monday to Friday during the Summer. In Winter it will depend on the light available (we like to make sure that you are able to see every part of your new home!) and Saturday 9.00 to 14.00. But just remember that the later appointments do go fast. Also please note that occupied properties require a minimum of 24 hours notice to allow us to view.
What happens when I find a suitable property?
 In order to secure a property, a reservation and administration charge must be paid. This payment ensures that no one else will view the property and for us to commence the referencing procedure and produce the legal documents needed. This charge is non refundable and also contributes towards the preparation of the tenancy agreement.
What type of references will I need?
Dependant on your Landlord we will require a selection from the list below and you will be informed during the viewing what is actually required. The list is:
- Completion of our referencing form. - In order to assist you in finding the right property speedily, it is important that you supply us with mandatory information to reference you properly. When completing the reference application form, you will need to have the following information/supporting documents with you:
- The full address of your current property, including your postcode
- If less than 3 years at your current address, a list of all your addresses for the last 3 years with postcodes and dates of occupation
- Two forms of ID from a choice of , driving licence /passport/birth certificate
- Photocopies of your last six months bank statements, the most recent month must be an original.
- If you are currently renting, a written reference from your Landlord, if you are not renting then a character reference from someone who has known you at least three years.
- Employment reference which states how long you have been employed, how much you are earning per annum and what type of contract you hold.
The above references must be handed into to our office no more than 10 days after paying your rent and administration charge and no later than 7 days prior to the commencement of the tenancy.
Once satisfactory references have been received we will contact you and arrange the soonest convenient date for you to move in. At the same time we will forward you a copy of the Tenancy Agreement.
When I find the right property when can I move in?
This will be very much dependant on how quickly you get the referencing information to us. Once you have gone though this procedure - usually 24- 48 hours. We would be in a position to set a date- we normally work within a 5 day window. But will obviously listen to what you require.
What type of tenancy will I have?
99% of the tenancies we draw up will be Assured Shorthold Tenancy Agreements and the term of tenancy will normally be for a minimum period of 6 months. There are a number of other types of Agreement that can be used and you will be advised which one you will be required to sign before your tenancy starts. Any tenancy agreement is a legally binding contact and therefore it is important that if you are unsure of the meaning of any clause you consult a solicitor or visit your local citizen's advice bureau.
How much rent and deposit will I need to pay before I move in?
If the Tenancy is to proceed you will be required to pay a deposit equivalent to one and half months rent for an unfurnished property and two months rent for a furnished property. You will also be required to pay one months rent at this time. If you wish to pay by cheque this must be received in our office 10 working days proper to the commencement of the Tenancy, alternatively you may wish to pay by Bankers draft on the day of your Tenancy commencing. We hold your deposit in a separate client account as Stakeholder for the Landlord. We do not pay interest on any deposits, which will be refunded at the end of the tenancy, subject to any reasonable deductions as required by the Tenancy Agreement.
What happens to my deposit?
Many tenants in the private sector give their landlords a deposit against possible non-payment of rent or damage to property. When a tenancy comes to an end, there is usually no disagreement about the return of the deposit. But sometimes there is, and this can cause much hardship and inconvenience to both landlord and tenant. The Housing Act 2004 (Chapter 4, sections 212-5;& Schedule 10) made provision for both the protection of tenancy deposits and the resolution of disputes over their return. As a regulated agent we are members of The Dispute Service and register your deposit with them if we manage the property you live in.
What are the legislative requirements?
- Any landlord or agent who takes a deposit from a tenant for an Assured Shorthold Tenancy must safeguard it in an approved tenancy deposit scheme and the tenant must be told which one.
- The deposit must be in money.
- Landlords in breach of these provisions will not be able to issue S 21 notices, and may have to pay the tenant compensation of three times the deposit.
- The landlord/agent must submit the deposit to the operators of their scheme when requested to do so.
- There are strict time limits for the return of the deposit if there is no dispute.
- The Act allows for both custodial and insured schemes. Custodial schemes are where the deposit is lodged with an independent third party i.e. outside the control of the landlord. Insured schemes allow the landlord/agent to retain control of the deposit as long as they are subject to suitable insurance arrangements.
- Secondary legislation will fill out the detail, including time limits for dealing with disputes.
What is TDS?
 TDS has been developed to ensure that the deposits are protected and that disputes about their return are resolved swiftly, inexpensively and impartially. Under TDS:
- Deposits will be protected during the tenancy
- Where there is no dispute at the end of the tenancy, deposits will be returned promptly
- Where there is a dispute about the return of the deposit it will be dealt with fairly by the Independent Complaints Examiner (ICE)
- The ICE will make his decision quickly, and the deposit will be paid out without unnecessary delay.
How are the deposits held and protected?
The member firm holds the deposit, in a special client account. In most cases the tenant and the landlord will decide between them, assisted by the agent if one has been involved, how the deposit should be allocated. If there is a dispute, the landlord or agent has a couple of weeks to resolve it. After that, any of the parties - landlord, agent or tenant - can approach the ICE. He will appoint an adjudicator to assist him in considering the evidence they provide, and will aim to issue his decision within 15 working days of receiving all the necessary papers.
If there is a dispute, what happens to the deposit?
The member will transfer the disputed amount to The Dispute Service. It has a special cash fund which enables the ICE to carry on with an adjudication and to pay out the deposit even if the member has not sent it. If the member has not sent the deposit, The Dispute Service will claim it from its insurers as necessary. It will then pursue the member for repayment. The Dispute Service will pay out the deposit according to the instructions of the ICE following his award.
How are disputes resolved?
- You have 20 working days to raise a dispute, and the Member has 10 working days to resolve it.
- If not, you decide if you want to go to court, or to have the ICE deal with it - which is what most people prefer.
- Send details of the dispute on form TDS 2 Notification of Dispute, together with relevant documentation, to the ICE.
- Whoever is holding the deposit must send the amount in dispute to the ICE.
- The ICE will copy the details of the dispute to other party, asking them to tell him within 5 working days if they intend to challenge it. They have a further 5 working days to sends in their side of the story i.e.10 days altogether.
- The ICE will appoint an adjudicator to assist him, with a view to issuing adjudication within 15 working days of receiving all the necessary paperwork.
- The disputed amount will be paid out in accordance with the adjudication within a further 10 working days.
Why is using Alternative Dispute Resolution better than sending disputes to court?
Deposit disputes need to be resolved quickly and cheaply. Tenants usually need the money as a deposit on their next property, and landlords need to know how much will be available to spend on redecoration and repair. Going to court takes time and can be expensive and stressful. Their successful adjudication process is based on an expert assessment of documentary evidence (which can also include photographs and video). TDSRA demonstrated that they could complete nearly all adjudications well within the time specified in our contract with the Government.
Who should I contact?
If you want: to get more information about the Scheme 'resolution of a dispute about a deposit' please contact:
The Dispute Service
PO Box 541
Amersham
Bucks HP6 9ZR
Telephone: 0845 2267837
Fax: 01494 431 123
Email: deposits@tds.gb.com
If you want to get the forms and other published information, please visit www.tds.gb.com
How long does it take to return my deposit?
Once check out procedure has been carried out we will write a report to the landlord, which you will be copied in on. We must wait for the landlord to agree to our recommendations this will usually take about 7 days. We will not be able to return your deposit until we have received proof that all your utility bills have been paid. In general cases this will usually take 14 days. So the quicker you can provide us with the final paperwork the quicker we are in a position to return the deposit.
APART FROM RENT AND ADMINISTRATION COSTS WHAT OTHER COSTS AM I LIABLE FOR DURING THE TENANCY?
- Council Tax - we will advise you of the band during viewing. On new properties this sometimes can take longer.
- Gas, Electricity, Telephone and Water Rates including sewerage and environmental charges
- TV License
- Any damage to fixtures and fittings or appliances caused by misuse or negligence.
You will also be liable to pay interest on late payment of rent details of which are in your Tenancy Agreement.
What happens when I move in?
 Firstly make sure that you have read the Tenancy Agreement and gained legal advice from either a solicitor or the citizen's advice bureau prior to our meeting to commence your tenancy if you are unsure about anything that the Tenancy Agreement contains. The Tenancy Agreement is a legal document as lays out the terms on which you will hold the tenancy and the obligations of the Landlord.
Rent is payable in advance at monthly intervals from the tenancy commencement date and should be paid by standing order. Due to the UK banking system it can take between 3 - 4 days for monies to clear. Therefore you need to make sure that your DD is set for your rent to leave your bank 3- 4 days before your rent is due.
During check in we will show you how your heating system works and go though any know foibles with your new home. We will also provide you with a comprehensive Info pack and give you full details of local services, useful telephone numbers and when rubbish needs to be put out. If we are managing the property you will also be provided with our 24/7 helpline number.
Will an inventory be drawn up?
Next to the Tenancy Agreement the Inventory and Condition Report is the most important document you will have at the commencement of the tenancy. It protects your deposit as it is an accurate record of the condition of fixtures, fittings and decoration in the property at the start of the Tenancy.
Subject to the landlords instruction we prepare a very detailed Inventory and Condition Report for you to sign at the start of your tenancy. You will have 7 days to review the report and return to us with any reasonable updates you may have.
On the last day of your tenancy we will use this report a as guide to ascertain if there are any deductions to be made out of the deposit. Any repairs or replacements required must be carried out before the end of the Tenancy.
What do I do about changing over utility accounts?
As soon as your tenancy starts you become responsible for the payment of gas, electricity, council tax, and telephone and water charges. It is therefore important that you register these in your name with the appropriate authority. If we are managing the property we will do this for you.
What insurance do I need?
 It is a requirement of the Tenancy Agreement that you obtain insurance with accidental damage coverage for your own contents and valuables, as these are your responsibility. The landlord is solely responsible for providing
buildings and contents insurance for his own possessions.
How often will you visit the property?
As part of our contract with the landlord we must make periodic inspections of the property. These will be arranged in advance to ensure minimum inconvenience to you. During the visit we will walk around the property to assess if any works need carrying out and to check on work that has been carried out on behalf of the Landlord.
Can I stay on after the agreed tenancy term?
If you wish to extend your tenancy and your landlord agrees, we will draw up the appropriate Renewal Tenancy.
What happens if I want to leave before the tenancy terms has ended?
If you vacate the property before the end of the Tenancy Agreement you will still be responsible under the terms of the Agreement until the property is re-let or the Agreement ends. Once we receive your written instruction then we will commence remarketing the property in order to find a new tenant.
What will I need to do before I check out?
As the property would have been professional cleaned when you take it on we will expect to have this carried out at the end of the tenancy. We will provide you with comprehensive guidance notes and we would advise that you follow these. If we have to organise for works to be carried at the end of the tenancy we will levy minimum charge of £55 so it will be a lot cheaper if you have done everything that is needed before the tenancy ends.
What will happen during check out?
We will arrange a convenient time to carry out this procedure which normally takes about an hour. As per check in we will go around the property together noting any works that may need to be carried out. Please note that once the tenancy has come to an end and you have signed out you will not be able to renter the property so any cleaning or remedial works must take place before.
How can I help you improve your service?
We constantly review the services provided to all our customers but sometimes mistakes can happen (we are human).
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