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.

Holding fee:

An initial £200.00 (Not Vat Chargeable) NON-REFUNDABLE payment is required to reserve the property. This will hold the property for a maximum period of two weeks unless otherwise agreed. YOUR INITIAL NON-REFUNDABLE PAYMENT WILL BE ALLOCATED AGAINST YOUR TOTAL INVOICE AMOUNT.

Referencing & Administration:

There is a £250.00 (vat inclusive) Administration Fee (for a single reference). For every additional applicant there is a £70 (vat inclusive) fee.

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.

There is a £70 (Vat inclusive) to reference a guarantor if required per guarantor.

*All Reference & Administration fees are NON-REFUNDABLE*

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. There is a £90.00 (Vat inclusive) fee should you wish to renew your tenancy with another fixed term contract at the end of the initial fixed term.


One month’s rent + £100.00 Deposit (Not Vat Chargeable) will be taken before you move in. This will be registered with the DPS (Deposit Protection Service).

A Further £100.00 (Not Vat Chargeable) per pet will be taken (Subject to approval of pet(s)). We will require the carpets to be professionally cleaned and de-flead at the end of the tenancy.

Check out fee:

A check out fee of £102.00 (vat inclusive) will be payable at the end of your tenancy. This is carried out by an independent inventory clerk.

(Mack Residential reserve the rights to change or amend any of the above costs without prior notice)

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