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Existing Tenants

To report maintenance issues please download our App - Property File - tenant addition where you can also manage your tenancy and view safety certificates online. You can also report any problems through any of our contact methods.

  • iTunes App Store
  • Google Play

What to do in an emergency

An emergency is something that could not have been foreseen, and which could cause serious damage to the property. For example:

  • Severe leaks

  • If you smell gas or detect a gas leak call the National Gas Emergency service on 0800 111 999

  • Loss of electrical power or light

  • Blockage of your only toilet

  • Loss of heating or hot water

  • Broken windows or doors following a break-in

Permitted payments during your tenancy

What are permitted payments and how may it affect me?

At White House Lettings we are completely transparent with any fee associated with a tenancy and fully compliant with the Tenant fee ban in 2019. There are however some occasions where you may be charged a fee as follows:

Permitted payments for new Assured Shorthold Tenancies (ASTs).

When a tenant would like to make an application on a property of their choice, White House Lettings will provide you with a Tenancy Fee Declaration form. This will explain the next stages of your application but any permitted payments which are due before you sign your Tenancy Agreement and any which may become payable during and after the tenancy. This will also include confirmation of the agreed rent and the deposit.

Below is a list of our current permitted payments

Holding deposit - One week’s rent.

What is a holding deposit? This is to reserve a property. Please Note: This will be withheld if any relevant person (including any guarantor(s)) withdraw from the tenancy, fail a Right-to-Rent check, provide materially significant false or misleading information, or fail to sign their tenancy agreement (and / or Deed of Guarantee) within 15 calendar days (or other Deadline for Agreement as mutually agreed in writing).

Security Deposit

What is a security deposit? This is Five weeks' rent for properties valued under £50,000 per year. This covers damages or defaults on the part of the tenant during the tenancy.

Unpaid rent

Interest at 3% above the Bank of England Base Rate from Rent Due Date until paid in order to pursue non-payment of rent. Please Note: This will not be levied until the rent is more than 14 days in arrears.

Lost key(s) or other security device(s)

Tenants are liable to the actual cost of replacing any lost key(s) or other security device(s). If the loss results in locks needing to be changed, the actual costs of a locksmith, new lock, and replacement keys for the tenant, landlord any other persons requiring keys will be charged to the tenant. If extra costs are incurred there will be a charge of £15 per hour (inc. VAT) for the time taken replacing lost key(s) or other security device(s).

Variation of contract at the tenant’s request

This is for any change made to a tenancy agreement requested by a tenant. £50 (inc. VAT) per agreed variation. Change of sharer (tenant’s request) £50 (inc. VAT) per replacement tenant or any reasonable costs incurred if higher. This is to cover the costs associated with taking landlord’s instructions, new tenant referencing and Right-to-Rent checks, deposit registration as well as the preparation and execution of new legal documents.


Early termination (tenant’s request)

Should the tenant wish to leave their contract early, they shall be liable to the landlord’s costs in re-letting the property as well as all rent due under the tenancy until the start date of the replacement tenancy. These costs will be no more than the maximum amount of rent outstanding on the tenancy.

If you any questions on our fees, please contact us

Client Money Protection is provided by Safeagent. Redress through The Property Redress Scheme.

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