Landlord Information Pack JAN 2016

FOUR OAKS 0121 308 7676 15-17 Belwell Lane, Four Oaks, Sutton Coldfield, B74 4AA
GREAT BARR 0121 325 1134 306 Queslett Road, Great Barr, Birmingham, B43 7EX
ALDRIDGE 01922 456 556 5 High Street, Aldridge, Walsall WS9 8LX
BURNTWOOD 01543 686 444 1 Lichfield Road, Swan Island, Burntwood, WS7 0HQ
info@paulcarrlettings.co.uk paulcarrlettings.co.uk paulcarr.tv
Residential Lettings
Whether you are a new or experienced landlord, our
unrivalled, fully managed service is the key to your success.
The largest independent agent in North Birmingham
Successfully managing and letting residential property for over 25 years
with an extensive portfolio of property from £350pcm to £3,000pcm
Complimentary lettings valuation and accurate market appraisal providing
professional and honest advice
Comprehensive marketing to showcase your property
Meticulous tenant referencing process including Right to Rent checks
Detailed written and photographic inventory
Personal move-in appointment with your tenant
Dedicated accounts team ensuring rent is credited promptly to your bank
account
Regular property inspections and follow-up reports
Specialist and experienced team ensuring compliance with current
legislation
Experienced repairs and maintenance department with large database of
approved contractors
Rigorous tenancy renewal process undertaken by skilled negotiators
Thorough final inspection, check-out and remarketing advice
with you every step of the way

As Group Manager of Paul Carr Lettings, I am delighted to introduce our dedicated
and professional team. Together we have over 170 years combined experience in
lettings. The breadth and depth of our experience ensures we are equipped
to deal with all aspects and challenges of letting a property. We are the
team you can trust and we will be with you every step of the way.
fiona
Looking after the people who look after
your property and interests
Viewings at your property
will be in the careful hands of
Derek and Keith.
From inventory to move-in and
through to regular inspections,
Suzanne and Tara will protect
your interests.
Outside appointments
Meet the Lettings Team
Management team
Michael and Lisa will give you honest advice & guidance,
an accurate market appraisal and agree a comprehensive
marketing strategy to showcase your property. Karen is
experienced in all aspects of property management and
looks after our property management function at our
Four Oaks HUB.
Marketing & Enquiries
Alison and Jon are dedicated to maximising viewings at your property and ensuring applicants are carefully vetted.
michael lisa karen
“ “
My requirements were addressed and dealt with in a totally
organised and professional manner, and with sensitivity
and warmth. I have no reservation in recommending the Paul
Carr letting service as a totally professional service and I
am looking forward to being guided by them in the future
- Landlord Dorian
alison jon
keith derek tara suzanne

Michele, Bozena and Lincoln will work tirelessly to
ensure that rent is credited promptly to your bank
account.
Accounts
Skilled in negotiating tenancy applications and renewals,
Ann Marie, Zaneta and Jayne will ensure you are legally
protected.
Applications & Renewals
“ “
As this was my first experience in the renting market, I invited seven letting agents to view the property
and provide me with the relevant information. Thanks to your brilliant team my property is being let
to tenants as of tomorrow and I wanted to let you know how each of them have supported me at each
stage. Words such as clear & courageous, agile & accountable spring to mind - real assets
to the company.
- Landlord Claire
From broken down boilers to gas & electric safety certifications, our
experienced specialists Inis, Pam, Kristina and Jackie will sort it for you.
Repairs & Maintenance
Sarah and Hannah support at every stage in the process, helping us deliver
a first class service.
Administration
with you every step of the way
michelebozenalincoln
zaneta jayneann marie
pam inis
jackie kristina
hannah sarah
“ “Thank you so much for all your help...you have been
brilliant - very helpful and professional.
- Tenant Emma

Property Search on the Move
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and never miss out on your perfect property
with the Paul Carr App
Available for
www.paulcarrestateagents.co.uk

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LETTING
WEB BASED
TV CHANNEL
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YOUR
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ATTENTION
LANDLORDS
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STAND UP CARDS A3.indd 1 20/2/13 17:06:13

Landlord’s Guide
About us
Whether you are an individual looking to invest in property to let or you are already a
landlord, this guide explains the lettings process. Paul Carr Residential Lettings will work
in partnership with you to protect your property and achieve the return you require from
your investment. We are committed to making the letting process as stress free as
possible.
We let and manage a range of quality properties in the North Birmingham area
encompassing Sutton Coldfield, Great Barr, Aldridge, Walsall, Burntwood, Lichfield and all
surrounding areas ranging from under £400 pcm up to around £3,000 pcm. We currently
look after almost 1,000 properties.
Whatever your requirements, we aim to match them and deliver a level of service which is
second to none. We offer a large supportive, experienced and professional team. We have
been successfully managing property for almost 30 years. The breadth and depth of our
experience equips us to deal with all aspects and challenges of letting.
Operating three ‘sales & marketing’ units and a Management HUB, our current team of 23
colleagues is dedicated in valuation and market appraisal, sales and marketing, viewings,
applications and referencing, tenancy agreements and renewals, inventories/condition
reports, Gas/Electric/EPC compliance, inspections and move-ins/end of tenancy checks.
We are also knowledgeable in all legal aspects of letting including serving legal notices
and gaining possession.
Whatever your requirements, we are ready to help you achieve your goals. When you
decide to let your property, choose to let through the team where your interests are their
interests; let through Paul Carr Residential Lettings.
We are the team you can trust.

Landlord’s Guide
Getting Started
If you do not yet have a rental property
If you have not already acquired your rental property and need guidance on what and where to
buy, please see Getting started - You do not yet have a rental property on page 9.
Valuation and Market Appraisal
We will meet with you at your property and assess its suitability for marketing, advise on any
matters requiring attention before marketing begins and provide you with a current valuation. At
this appointment we will talk with you about your plans and requirements, detail the services we
can offer you and explain how we will work in partnership with you to achieve your investment
objective.
Consent to Let
If you have a mortgage on the property it is vital that you obtain consent from the lender to let the
property. If you have bought the property as an investment in the first place you are probably
already financing this with a ’Buy to Let’ mortgage. However, where you have an existing residential
mortgage, you will either need to obtain your lender’s consent to let or go through a ’Let to Buy’
process to convert the existing residential mortgage into a Buy to let mortgage. This is necessary
to comply with lender’s criteria and assist with the affordability calculation if you intend buying on.
We can offer you the services of a dedicated lettings financial adviser to guide and support you
with this process.
Certifications needed for your Property
Let properties are subject to essential inspections - energy performance (EPC), gas safety and
electric safety, as appropriate. We can arrange these for you. Although the EPC must be in place
before marketing begins this certification lasts for 10 years. The gas safety inspection is required
every 12 months and the electric safety inspection (periodic) is required every 5 years. As a
landlord you are required to demonstrate that the property is ‘safe’. The gas safety inspection and
certification is a statutory legal requirement. The requirement to have the electric safety certification
is subject to both consumer protection and health & safety legislation. As the gas and electric
certifications must be in place before the tenant signs the tenancy agreement we strongly advise
that these are ordered as soon as marketing begins. Through our dedicated contractors we are
able to arrange all certifications within a few days. We offer a competitive package price for all
certificates (see Certification Guide document)

Landlord’s Guide
Insurance and Financials
Dedicated Landlord’s Insurance cover will be required for your property. We can offer you the
services of an adviser from HomeLet who can arrange appropriate cover for your property and any
contents. Also through our Paul Carr Rent Protection Plus, your rent is guaranteed and legal
expenses covered. Please ask for details. Additionally, we can arrange advice and guidance on
financing and protecting your investment through our business partner Centrad Ltd.
Instructing us as your Agent
At the end of the valuation appointment, we will agree the way forward with you. We are able to
accept your instruction straight away and perform the ‘take on’ procedures. However, depending
on your circumstances and timescale, a separate ‘take on’ appointment will be necessary. We will
keep in regular contact with you after the valuation to ensure that you have the opportunity to seek
further guidance.
Marketing your property
Like most agents we will advertise your property: via websites including our own Paul Carr website,
our dedicated web based TV channel and various others including On The Market and Rightmove;
by erecting a ‘For Let’ board; through our tenant matching system; in branch window and internal
displays and from time to time on our branch TVs and in the local press. We can offer the support
of our 19 sales and lettings branch network to promote your property and receive applications from
prospective tenants thereby making it easy to do business with us.
Viewing your property
Our dedicated viewings team currently offer viewings six days per week including a full day on a
Saturday and early evening appointments on three weeknights. We insist that a tenant views a
property before making an application to rent it. Appointments are generally conditional upon a
prospective tenant being in employment. We are unable to accept DSS applications. Additionally
some landlords choose to conduct some viewings themselves. We are happy to accommodate the
landlord’s requirements. We meet the viewers at the property, show them round, answer their
questions as far as possible and ensure that your property is secured when we leave. Feedback
from the viewing is recorded and we will update you regularly on interest.
Application to rent your property
We require a completed application form for all adult persons who are intending to live at the
property. Application forms are thoroughly checked and assessed before we approach you about
the application. We aim to contact you by telephone and email the same day the application is
received, if possible. We summarise the keys points of the application and make recommendations
as to the suitability of the tenant. Ideally we prefer to discuss the application with you. The decision
to proceed with an applicant is yours and progressing to the referencing stage only takes place
once we have your instruction to do so.

Landlord’s Guide
During the marketing/viewing/application phase it is important that you are readily contactable to
ensure that this part of the process runs as smoothly and efficiently as possible. We aim to let the
applicant know the outcome of their application within two days.
Referencing the Applicant
For the referencing itself we engage the services of a dedicated national referencing agency and
additionally we carry out ‘Right to Rent’ and ID checks as required under The Immigration Act
2014. We take up references for every prospective tenant, up to three references are taken: a
credit reference; an employer reference and, if appropriate, a landlord reference. References are
usually obtained within a week although a landlord reference can take longer.
As soon as the references are available we will discuss these with you and, all being well, progress
to agreeing the let to the applicant. At this time we will also agree the inventory, tenant sign-up &
move-in dates. To allow us to carry out the inventory the property MUST be presented in move-in
condition on that day (any works must have been fully completed, the property must be clean &
clear of rubbish/personal items [if appropriate] and the gardens must be in order). We need a
minimum lead time of 2/3 working days between the inventory and sign-up appointments.
Additionally, the gas and electric certificates MUST be in our possession for the sign-up
appointment.
Inventory and Statement of Condition
We prepare both a detailed written and photographic record of the property, including garden areas
etc. These documents form part of the tenancy agreement and are then referred to at move-out
appointment when we undertake a final inspection. Normal wear and tear between the tenant
moving in and vacating the property is to be expected, but the Inventory and Statement of Condition
documentation helps us to determine if there is any abnormal wear and tear or damage. This allows
us to deal with the tenant’s deposit quickly and fairly. Although the tenant is required to return the
property in the same condition as it was when they moved in (subject to fair wear and tear)
nonetheless we strongly recommend that the property has a professional sparkle clean before
initial let and between tenancies.
The Tenants’ Deposit
The tenant is required to provide a deposit equivalent to one month’s rent plus £100 (subject to a
minimum of £500) before the tenant moves into the property. We are required by law to protect the
deposit in a government approved scheme. We hold the deposit under the Tenancy Deposit
Scheme (TDS) which is run by The Dispute Service. With the TDS the deposit is secure and it will
be returned within 10 workings days of the move-out inspection, subject to any claims which we
may advise on your behalf.

Landlord’s Guide
Payment of Rent
Before taking occupation of the property the tenant is required to make a payment of:
One month’s rent
A deposit of one month’s rent + £100 (subject to a minimum of £500)
We are happy to take our letting fee and the first month’s management charges, as appropriate,
out of the first month’s rent and account to you for the balance. The tenant is provided with a bank
standing order mandate so that rent for subsequent months is paid directly to our bank account.
All rent payments due to you are made by bank transfer. Although rents are processed the same
working day as the payment is made to us, you need to allow 3-5 working days for the banking
system. Rent is due from the tenant on the same date each month as the start of tenancy/move-in
date. If you have a mortgage on the property it is your responsibility to ensure that provision is
made for the monthly payments. We strongly recommend that you consider whether you need to
adjust your current mortgage payment date to allow for a possible delay in the rent payment.
The Tenancy Agreement and the Period of the Tenancy
Before taking occupation tenants are required to attend an appointment at our office to sign the
Tenancy agreement. All tenants must sign the Agreement. It is a legally binding document and
sets out the terms and conditions of the let. We sign the Tenancy agreement on your behalf as
your agent. A copy is provided to the tenants at the move-in appointment. We also retain an original
signed copy here. The Tenancy Agreement is usually an Assured Shorthold Agreement (AST) and
we arrange for it to be signed by the Tenants a few days in advance of the move-in date.
For the first let to a new tenant we recommend that this is between 6 months and 12 months. We
do not recommend a longer term initial agreement as we consider that some flexibility should be
retained to accommodate any unforeseen changes in your plans. Approximately 10 weeks before
the end of the initial period we contact both you and the tenant to establish your intentions. At this
stage you can choose to offer a new tenancy or ask the tenant to vacate. Even if a tenant is well
established at the property and is a good tenant, we would not recommend an agreement period
of any more than 2 years. Both party’s circumstances can change and there is no break clause in
our standard Tenancy Agreement.
Looking after your Property - Tenants Responsibility
We expect the tenant to treat properly, use responsibly and keep clean the property as if it were
their own. Where applicable, this also includes the garden area to the extent of grass cutting,
weeding and light pruning. However, if there are large hedges or shrubs we recommend that you
arrange annual pruning, as required.

Landlord’s Guide
Responsibility for the property rests with the tenants during the tenancy. Under the terms of the
Tenancy Agreement they are required to notify us of any issues that arise which may affect the
property itself or their occupation of the property. We aim to resolve any repairs issues as soon as
possible. We have a number of preferred contractors offering a range of services. Our contractors
have been selected for their fast response time, quality of work and the value for money they
provide. However, if you wish us to instruct your own contractor to asses and remedy the problem,
or you wish to deal with the matter yourself, we will assist as required. It is expected that you and/or
your contractor will keep us informed and confirm when the job has been completed. In the event
of an emergency occurring, tenants are expected to take all reasonable steps to prevent the
problem escalating. Tenants are advised that they are accountable for any damage through wilful
neglect or misuse during the period of the tenancy.
Looking after your Property - Landlords Responsibility
As landlord you are responsible for the repairs and maintenance at the property and any
fittings/contents supplied as part of the tenancy. As managing agents we will deal with this on your
behalf. Before instructing any contractor to asses and quote for work we contact you to discuss the
issue the tenant has raised. Similarly we update you before any work is instructed and ask for your
authority to have the work done, unless it is an emergency. We strongly recommend that you
authorise us to instruct individual jobs up to a net cost of £100 to allow us to ensure that routine
maintenance matters are addressed without delay. Giving us this authority potentially costs you
less in the long run as some jobs can be fixed by the contractor at a fault find/assessment visit
rather than having to attend twice. Unless rent is due to be paid shortly we require you to put us
in funds to pay a contractor before a job is instructed. The quickest way to do this is by bank
transfer to our account - HSBC, account number 31478869, sort code 40-43-28. To ensure good
landlord/tenant relations we ask that you update us if your contact numbers/email address is
changed. If you are away on holiday or business we ask you to let us know in advance and give
us an alternative contact/number/email, as appropriate.
To avoid unnecessary calls to you, we look for you to provide User Instructions/Manuals for the
boiler, any other appliances at the property, and the alarm, as appropriate.
As part of our service we can offer you a very competitive 24 hour Landlord Boiler cover plan
through our established local Gas Safe registered contractors. Three levels of cover are available
to suit your requirements but ALL levels include a landlord’s annual gas safety check & certificate
plus a boiler service (please see 24 Hour Landlord Boiler Cover leaflet).

Landlord’s Guide
Looking after your Property - Our Responsibility
Notifying service providers of change of occupant
We take meter readings for the gas, electricity and water both at the move-in date and the
move-out date. We provide these readings to the relevant utility companies. We also
contact the relevant local authority in connection with the council tax. Unfortunately
telephone and Sky, Virgin Media etc services providers will not take instructions from us.
This is something that you would have to do if you have occupied the property immediately
prior to the tenancy commencing.
Repairs and Maintenance Matters
Discussed under Tenant’s and landlord’s Responsibilities above.
Periodic Inspections
All properties under our management are subject to inspection. As a minimum we will
inspect the property at around one month after the move-in date, after the fourth month of
the tenancy and every six months thereafter. To assist us in ensuring that inspections are
carried out in time, we ask you to provide us with a set of keys for access to the property.
Agent keys are potentially also very useful in the event of an emergency or the tenant
locking themselves out. The inspection appointment allows us to ensure that the property
and, where applicable, the garden are being looked after. Where the tenant is present, it
gives them the opportunity to raise any matters which they are concerned about. We also
take the opportunity to review their commitment to the terms of the tenancy, e.g. paying
their rent on time. The inspection is designed to give us a general impression of how well
the property is being looked after. We do not comment on lifestyle unless this is affecting
the condition of the property. Making reference to the in-going inventory & statement of
condition is not within the scope of a periodic inspection. We always report our findings to
you, make recommendations, if appropriate. Where we require your instruction on a matter
arising from an inspection we ask for your response within THREE working days. It is a
condition of the Tenancy Agreement that the tenant provides access with reasonable notice
for essential inspections, safety checks etc. A minimum of 24 hours’ notice is required and
neither we nor you are legally entitled to enter the property without the tenant's permission.
Final Inspection
We aim to always carry out a final inspection on the date the tenant vacates the property
and report our findings to you as soon as possible thereafter. The final inspection normally
coincides with date the tenancy ends unless this falls over a weekend or period of holiday
closure or there are exceptional circumstances. As we are undertaking the final inspection
as your agent we do not require you to be available for the final inspection.

Landlord’s Guide
Basis of Let, our service and our charges - Agent Managed vs Landlord Managed
Our key service is the Managed Let service. Most tenants expect to take their tenancy on a
managed let basis. Whilst we can provide a Let Only service, unless you are a seasoned Landlord
with up to date legal knowledge and experience, a lot of time on your hands and you are
contactable at ALL times (including holidays), we strongly recommend a fully managed service.
Once your tenant moves into the property we deal with them on all matters arising including rent
collection, maintenance matters, property inspections, tenancy renewals, safety certification
updates, breaches of tenancy agreement/legal matters. Deciding to deal directly with your tenant
can become both onerous and intrusive. Full details of all our services and charges will be
explained to you by the Valuer attending your property.

Landlord’s Guide
What to buy to let?
There are both advantages and disadvantages in buying either a flat/apartment or a house.
Flats/apartments generally benefit from fewer maintenance issues and they are often more secure.
Houses on the other hand have no fixed service type costs, you have complete control over any
work required and generally the tenure brings no leasehold restrictions. Generally speaking,
houses let more readily than flats and apartments in a similar location and will offer a better return.
However, your choice of property to purchase and let may be influenced by your requirements for
income versus capital growth.
Where to buy to let?
Location! Location! Location! An average property in a sought after location will invariably let
sooner than a first class property in a poor location. Ideally you should aim to combine the two - a
good property in a good location. There is no longer a stigma associated with renting rather than
buying. Indeed, many erstwhile first time buyers are very comfortable with letting now and in the
foreseeable future. They appreciate the flexibility available by renting rather than buying.
Increasingly tenants are looking for a property that feels more like home rather than just a short
term bridge to buying their own property. ‘Generation Rent’ is driving up the minimum standard for
a rental property.
Valuation and marketing appraisal of your property or proposed purchase
We are delighted to review your proposed purchase including visiting the property to provide you
with a rental valuation and marketing appraisal. We recognise that before committing yourself you
need to feel confident that you investment is going to bring you the return you need. As part of our
marketing appraisal we will assess the suitability of the property for letting and advise you of any
aspects requiring attention before marketing.
What makes a property suitable for letting?
It is imperative that your property is presented as it will be when the tenant moves in. A property
where work is still in progress is very likely to put viewers off. A promise of work to be done is not
the same as seeing the property in the move-in condition tenants desire.
Unfurnished or Furnished?
By far the majority of tenants are looking for an unfurnished property (subject to the minimum
requirements noted below). Any items you leave at the property will be included in the Inventory
and will therefore form part of the tenancy Agreement. In practical terms this means that you will
be responsible for repairing or replacing the item e.g., a washing machine, if this breaks down.
Unless any electrical items are brand new or very new and under a guarantee we recommend that
you do not provide these.
Getting started - You do not yet have a rental property

Landlord’s Guide
Minimum requirements:
Decoration
· Modern style
· Good Condition
· Neutral colours, not old style flowery patterns / borders etc.
· Light fittings should be supplied, not just bare bulbs
Kitchen
· Modern fittings
· Cooker essential
· Other appliances negotiable but landlord responsible for repairs
Bathroom
· Modern white suite
· Preferably bath with shower
Heating
· Central heating essential
· Storage heating no longer acceptable unless property is a flat
Windows / doors
· Double glazing essential
· Window dressings required - are a good idea for all properties (blinds and/or curtain poles as a
minimum)
Flooring
· Carpets - modern plain / twist in neutral colours, not floral / patterned
· Wood laminate
Safety Inspections and Certifications
· Gas Safety certificate by Gas Safe contractor—Statutory Legal Requirement
· Electric Safety Certificate by qualified contractor (NICEIC or equivalent). We recommend a
Periodic Electrical Certificate—a landlord has a duty of care to ensure that the property is safe. A
raft of case law carries the same weight as Statutory Law
· Energy Performance Certificate (EPC) must be in place before marketing begins

Landlord’s Guide
All of the above certificates must be available at the point the Tenancy Agreement is signed. We
strongly recommend that you instruct us to arrange ALL certifications for you. We work with
experienced professional contractors offering a fast response time, value for money and we can
guarantee that these certificates are in place ensuring that the Tenancy goes ahead as planned.
Legal Regulations
The property must be a safe environment for tenants. We are happy to provide guidance on all
aspects of compliance with safety regulations and make appropriate arrangements to ensure you
are complaint as a landlord.
Gas and electric inspection/certification—see above
We insist that all properties we let include smoke alarms at the rate of at least one per floor, unless
the property has a full fire alarm system. From 1st
October 2015 a smoke alarm on each floor is
compulsory. These must be checked and working when a tenant takes possession. The tenant is
responsible for on-going testing and replacement of batteries. A carbon monoxide detector is
required where the property has a solid fuel heating system.
Legionella risk assessments are a legal requirement. Please speak to us for more details.
There are strict regulations relating to the fire resistance of soft furnishings that are included in the
letting (including anything in the garage or loft).
A breach of any of the regulations covering any of the above can result in criminal proceedings. If
the property has open fireplaces we recommend that you arrange for these to be regularly swept.
A tenant or other party may ask the local authority to carry out an inspection of the property. The
local authority has significant powers to require property owners to make the property safe. Should
you be notified of such an inspection we will give you the necessary guidance to assist in
complying.
Depending on the style and size of your property it may come under the ‘Houses in Multiple
Occupation’ rules when the let is to sharers. We will give you the necessary guidance to assist in
complying.

Certification Guide
The general position regarding essential inspections for all rental properties is as
follows:
Energy Performance – the property must be inspected by a qualified
Domestic Energy Assessor. The Energy Performance Certificate (EPC) is
valid for 10 years.
Gas – the property must be inspected by a Gas Safe registered gas
engineer. This certificate is valid for 12 months only.
Electricity – the property must be inspected by a suitably qualified
electrician (NIC EIC registered). For mains wiring an inspection must be
carried out at 5 yearly intervals (Periodic Certification) and portable electric
appliances included as part of the tenancy must be PAT tested at 12 monthly
intervals.
We strongly recommend that all certifications are ordered straight away. The EPC
should be in place before any marketing whatsoever can begin. All certificates must
be in our possession before we would allow the tenant(s) to sign the tenancy
agreement. Timely signature of the tenancy agreement ensures commitment from
the tenant(s) and helps the move-in go smoothly.
We can arrange all the certifications for you.
Our VAT inclusive charges are as follows:
Package EPC, Gas and Electricity £275
saving £35
Individual EPC £100
Electricity £135
Gas £75

Rent Recovery Plus
When tenants can’t or won’t pay, you’re protected
Cover for the total monthly rent, no matter how many tenants are on the tenancy agreement
100% of the monthly rent paid for up to a maximum of six months from the date of the first arrears
Legal expenses up to £50,000 to cover eviction costs if the tenant is in breach of their tenancy agreement
Covers breaches of the tenancy agreement by the tenant, including non-payment of rent and expired
section 21 notices
50% of the rent paid for up to two months after vacant possession has been obtained, whilst new tenants
are found
Six or 12 month cover to suit the tenancy
Rent Recovery Plus covers the whole property meaning the policy continues even when/if the tenants change
Excess or nil excess options available
Peace of mind for landlords
As our landlord you can have your interest noted in our Rent Recovery Plus policy.You don’t
have any rights under the policy, but if your tenant does fall into arrears and HomeLet makes
a successful claim under the policy, any sums recovered that are due will be passed to you.
HomeLet will write to you directly to confirm your interest in this once a policy has been
arranged.
Subject to satisfactory referencing – an acceptable Enhance reference or if an Insight reference has been completed, a tenancy
application score of over 710 is required, only available for UK applicants in full time employment.A HomeLet Insight reference is not
a satisfactory reference for a nil excess product or where the monthly rent is over £2,500 a month.We will also accept satisfactory
references by other licensed referencing services that have been approved, in writing, by HomeLet.
HomeLet is a trading name of Barbon Insurance Group Limited which is authorised and regulated by the Financial Conduct Authority for
insurance mediation. Registered in England number 3135797. Registered office address: Hestia House, Edgewest Road, Lincoln, LN6 7EL
B3418/14
Landlord Fact Sheet

Our Landlord Buildings Insurance offers you reassurance that your property
is protected with the right level of cover.As a landlord, you know the risks
associated with owning a property, and we’ll protect you against these as a
matter of course. However, you could be exposed to other, unexpected, risks –
and we can cover you for these too.
Lost rent and re-letting costs (up to two years or £50,000) are covered following an insured event and
your tenant needs to move out
Our Buildings insurance automatically covers you for a rebuild value up to £500,000
The optional upgrade for Accidental Damage cover, which includes Malicious Damage by your tenant
90 day no-restriction in cover when your property is empty between tenancies
Emergency Assistance cover included as standard
Plus we can also provide additional cover for your boiler or heating system
For more details about HomeLet’s Landlord’s Buildings Insurance, call us on 0845 117 6000
or email landlords@homelet.co.uk with your number and the best time to call you.
For terms and conditions and details of cover, visit homelet.co.uk/landlord
B1564/14
Landlord’s Buildings Insurance
B1564/14

Unfurnished isn’t the same as empty.As a landlord, you might still want cover for the fixtures
and fittings inside your investment property, including things like curtains, blinds, carpets,
kitchen goods and light fittings. Our Landlord Contents Insurance for Unfurnished Properties
has been designed specifically if you’re letting your property unfurnished, it includes:
Carpets, curtains, blinds, light fittings and white goods (up to £5,000)
Cover for contents if you temporarily remove them (up to 20% of the sum insured)
Loss of rent or re-letting costs following an insured event (up to 30% sum insured)
£5m legal liability as owner, and £10m employer’s liability
Full cover for properties left unoccupied for up to 90 consecutive days
Cover up to £500 for contents lost or damaged as a result of an insured peril whilst in the garden
A fixed price of just £76.32 a year.*
* The price includes Insurance Premium Tax at 6%. Please note that a monthly admin fee of £2.99 would be applied if you choose to pay monthly.
HomeLet is a trading name of Barbon Insurance Group Limited which is authorised and regulated by the Financial Conduct Authority for insurance mediation.
Registered in England number 3135797. Registered office address: Hestia House, Edgewest Road, Lincoln, LN6 7EL
B1584/14
Landlord’s Contents Insurance For Unfurnished Properties

Giving you full protection for your fixtures, fittings and furnishings.
Renting a fully furnished property means that you could be exposed to a higher level
of risk of theft, accidental damage and malicious damage. Our Landlord Contents
Insurance for Furnished Properties offers comprehensive cover for your furnishings,
fixtures and garden items.
Our Contents Insurance for Furnished Properties includes:
Emergency Assistance, included as standard, to get accidents and incidents sorted asap
Replacement of your contents, new for old
Cover for contents if you temporarily remove them (up to 20% sum insured)
Garden contents protection, including garden furniture and ornaments (up to £500)
£5m property owner’s liability and £10m employer’s liability
Automatic cover for kitchen fixtures and fittings and bathroom sanitaryware (for leasehold properties)
Loss of rent or re-letting costs you may be faced with after insured damage (up to 30% of the sum
insured)
For even greater confidence that you’re fully covered, you can also choose our Accidental Damage
upgrade, which includes cover for Malicious Damage by your tenant.
For more details about HomeLet’s Landlord’s Contents Insurance,
call us on 0845 117 6000 or email landlords@homelet.co.uk
with your number and the best time to call you.
HomeLet is a trading name of Barbon Insurance Group Limited which is authorised and regulated by the Financial Conduct Authority for insurance mediation.
Registered in England number 3135797. Registered office address: Hestia House, Edgewest Road, Lincoln, LN6 7EL
B1577/14
Landlord’s Contents Insurance

In an emergency which makes the property unsecure or unsafe, the ultimate responsibility will
lie with you, as a landlord, to rectify and pay for the problem (even if your property’s managed,
you’ll still need to settle the bill). Our specially designed Landlord Insurance is here to give you
peace of mind in the event of an unexpected emergency. It includes:
24-hour helpline for your tenants to call in the case of a covered emergency
Contacting a qualiﬁed contractor on your behalf
Keeping your tenant fully informed, with a four-hour response time
Cover up to £500 includingVAT for each incident (not exceeding £1500 in one period of cover**)
No excess
Landlord Emergency Assistance Insurance is included as standard with our Landlord Buildings Insurance
or Landlord Contents Insurance for Furnished Properties
For more details about HomeLet’s Emergency Assistance, call us on 0845 117 6000 or
email landlords@homelet.co.uk with your number and the best time to call you.
**HomeLet will pay out a maximum of £1,500 in one period of cover, cover if the property is unoccupied for more than 30 consecutive days is excluded.
B1597/14
Landlord’s Emergency Assistance

24 Hour
Landlord
Boiler Cover
Peace of mind for you
and your tenant
from 46p per day
1959
est
The Heating EXPERTS
BOILERcare24 Hour cover, Heating Protection plans
From £14.00 per month
INCLUDESGAS SAFETYCERTIFICATE& ANNUALBOILER SERVICE

I believe that local companies
provide better service than National
ones. My experience with you
vindicates this. The process of
changing my boiler from initial
phone call to installation was
handled efficiently and effectively
Mr B LichfieldWith an elderly relative due to visit
to recuperate we were in a
predicament but Butco came to
the rescue, the engineer worked
his socks off. People forget to
praise when service is of an
exceptionally high standard we
would recommend you to anyone
Mr J Birmingham
Thanks for sorting out the
problems so quickly, I had a
family with 3 grand children coming
and needed the work done quickly.
It’s good to know that there are
companies who provide good
service. After 35 years with you I
do not intend to leave
Mrs T Dorridge
From first contact the staff were
courteous and efficient, giving us
a feeling of confidence. The
problem was diagnosed quickly, the
advice given was invaluable and the
heating works better than ever.
Your company stands out in a very
comforting and reliable way
Mr P Tamworth
Cover your legal requirements.
It is a legal requirement for every Landlord to ensure annual inspections are carried out on all gas
appliances. In 2013 a new regulation was introduced that states that all flues in voids must also be
inspected annually. It is important for all landlords to ensure that these obligations are met as
failure to do so could lead to prosecution and fines of up to £20,000
Paul Carr understand the importance of assisting our landlords in meeting their legal obligations.
This is why we have appointed Butco ‘The Heating Experts’ to support us with their services.
Like British Gas, Butco can provide 24 hour boiler cover. Their Boilercare Heating plans include a
FREE annual boiler service and landlord gas safety certificate. They are also aware that Landlords
need special consideration with respect to access and service delivery.
Why use Butco BOILERcare?
SERVICE AND EXPERTISE
Butco are a professional heating service company who have been in business for 54 years. Their
dedicated team of engineers are Experts in Heating, they don’t repair cars, or do pest control, they
concentrate on one thing and do it well - Heating pure and simple.
They operate a 24 Hour callout service for boiler breakdowns with 98% of emergency calls being
responded to on the same day. They get busy like everyone else but their team are able to respond
where some organisations simply cannot cope. Their superb service will ensure your tenants are
looked after, helping to guarantee rental income is paid on time & giving you peace of mind.
VALUE FOR MONEY
Butco are cheaper than most mainstream suppliers however safety and service is never
compromised. Butco also guarantee they will not increase your premiums based on callouts made
and that no excess fees will be applied.
WHAT DO EXISTING CUSTOMERS SAY?

GOLD
£20.00PER MONTH
BRONZE
£14.00PER MONTH
SILVER
£16.50PER MONTH
FROST
THERMOSTAT
PROGRAMMER
PRIMARY FLUE
BOILERcare24 Hour cover,
Heating Protection plans
ITEMS COVERED BY BRONZE PLAN
CYLINDER
THERMOSTAT
ROOM
THERMOSTAT
CENTRAL
HEATING
PUMP
MOTORIZED
ZONE
VALVE
COLD
WATER
TANK
SHOWER
PUMP
BATH
TOILET
SINK
DOMESTIC
APPLIANCES
SINK
MAINS WATER SUPPLY
OVERFLOW
EXPANSION VESSEL
BYPASS
VALVE
COLD FEED
COLD WATER SUPPLY
RADIATOR
VALVES
RADIATORTHERMOSTATIC
RADIATOR
VALVES
DRAIN COCK
BOILER
SHOWER
HOT
WATER
TANK
ITEMS COVERED BY SILVER PLAN
ITEMS COVERED BY GOLD PLAN
Better value Better service
Includes
annual boiler
service & gas
safetycertificate
REPAIR/MAINTENANCE OF:
BOILER AND CONTROLS
+ UNLIMITED CALLOUTS
❃ NO EXCESS FEES
+ INCLUDES FREE
ANNUAL BOILER SERVICE
AND GAS SAFTEY
CERTIFICATE
AS BRONZE PLAN COVER
i.e. BOILER AND CONTROLS
ADDITIONAL COVERAGE OF:
RADIATORS AND
PIPEWORK
+ INCLUDES FREE
AND GAS SAFTEY
CERTIFICATE
AS BRONZE AND SILVER
PLANS
i.e. BOILER AND CONTROLS
RADIATORS AND PIPEWORK
ADDITIONAL COVERAGE OF:
HOT WATER CYLINDER,
INTERNAL PLUMBING
HOT AND COLD PIPES
+ INCLUDES FREE
AND GAS SAFTEY
CERTIFICATE

BUTCO HEATING LIMITED.
Registered office : Quality House, High Street, Sutton Coldfield, B72 1UF.
Tel: 0121 355 1121 Fax: 0121 362 4222
Email: info@butco.com Web: www.butco.com
1959
est
The Heating EXPERTS
Definitions:
The following definitions have been made within the terms and conditions:
1. The central heating system is defined as the central heating boiler or warm
air unit and the gas supply from the appliance isolating cock together with the
pump, radiators and their valves, motorised valves, cylinder thermostat, time/
temperature and pressure controls, feed and expansion tank and associated
copper pipework.
2. The internal plumbing is defined as the copper pipework supplying the hot
and cold water tanks and pipework leading to the sanitary ware. The hot and
cold tanks are also covered.
3. Butco Heating Ltd hereafter will be referred to as Butco.
Commencement of Protection Plan: The Service Plan will commence upon
receipt of the completed application form including a signature accepting our
terms and conditions and payment of the fee. Butco will inspect the system
within 28 days following receipt of the application and payment. Any faults found
with the installation may have to be rectified at an additional agreed cost. If the
system was to fail prior to our inspection there may also be an additional
charge. If in the sole opinion of Butco the system is not suitable for inclusion in
the Bronze/Silver/Gold BOILERcare Protection Plan the agreement will not
commence unless and until Butco has effected any requisite or remedial work at
the customers expense. However we reserve the right to carry out the first
inspection during any breakdown call. If you do not wish to commence the Plan
or if in the opinion of our engineer we cannot offer the Plan either party may
cancel the agreement and any payment made will be returned less the cost of
the inspection fee. We reserve the right not to commence the Bronze/Silver/Gold
BOILERcare Protection Plan should we feel that the appliance is not suitable for
inclusion under the plan.
Annual Renewal/Cancellation of Plan: The Protection Plan renewal invoice will be
sent prior to the renewal date and must be paid within 7 days of the renewal
date. The price and terms and conditions may vary in which case details will be
included in the renewal notice. Upon receipt of the renewal payment the
Protection Plan will be renewed for a further 12 months. No part of the renewal
fee is refundable if you cancel the Plan and any cancellation must be confirmed
in writing to Butco. If Butco cancels the Plan for any reason we may at our
discretion refund some of the unexpired portion of the Plan. We reserve the right
not to renew any Protection Plan. Should a lapse in contract occur Butco may
require a fee to inspect the appliance to re-instate the Protection Plan.
If you cancel the plan part way through the year and are paying by direct debit
then the balance remaining on your account must be paid in full.
System Design/Alteration: If the customer wishes at any time during the terms of
the Plan to alter the system the modification must be completed by Butco. Non
pursuant of this condition may terminate the agreement or an additional
chargeable survey/inspection may be made. The P!an may then be re-instated
when any remedial work required by Butco has been completed. Acceptance to
this agreement shall not imply that it is installed satisfactorily or to any
prevailing industry standard. Butco shall not be liable for any inadequacy
attributed to the original design or installation of the system and makes no
warranty as to its fitness for purpose or condition.
New Home/Owners: If ownership of the premises change please contact us as
we may transfer the Protection Plan to the new premises subject to survey or to
the new owners upon receipt of a letter from them accepting our terms and
conditions.
Replacement Parts: All spares or replacement parts will be taken from our
engineer’s stock, our central stores stock, merchant stock or ordered from one
of the national spares stockists. We cannot be held responsible for any delay in
obtaining some items and deliveries will be made using the most cost
effective method. Any special customer requests could result in a charge being
incurred by the customer for additional delivery costs. Only original
manufacturers parts, or approved alternatives will be used, some of which may
be reconditioned.
Exclusions: The following are excluded from Protection Plans:
1. Butco shall not be liable for any consequential loss or damage however
arising.
2. Any work to be completed to the building, furniture, decoration of the building
in which the appliance is installed.
3. The replacement of the appliances, including unvented cylinders in the event
of spares or components not being reasonably available or if the appliance is in
the opinion of Butco beyond economical repair.
4. Rectification of faults due to design or customer/tenant misuse.
5. Removal of asbestos insulation. Asbestos cement products, cannot be
removed from the premises and must be stored in sealed polythene bags for
removal from site by others. A charge may be incurred by you for the removal
of asbestos. If HSE regulations change, this action may be modified without
further notice.
6. General systems noises.
7. Removal of scale or sludge or foreign objects from boilers/
radiators/pipes/tanks/condense pipe.
8. Replacement of decorative parts, trim. bulbs and batteries
9. Adjustments to time and temperature settings outside Planned routine service
visits.
10. Energy management systems and additional controls.
11. Rectifying faults, making good any damage due to snow, frost, storm,
explosion, flood, lightning, war, civil disorder or any other hazard including
wilful damage or by the failure of the gas, electric or water supply.
12. Butco shall not be liable for any failure to perform any of its services if it is
prevented from so doing by any cause beyond its reasonable control
(including industrial disputes, strikes or any force majeure).
13. The electrical supply to the appliance isolation switch and continuity
bonding.
14. Immersion heaters/showers and associated controls/booster or secondary
pumps.
15. The gas supply from the meter to the appliance.
16. The Bronze/Silver BOILERcare Protection Plan excludes any storage
cylinder/unvented hot water cylinder/tanks its feeds and outlets.
17. Any secondary flue/flue terminal/flue that is not part of the appliance.
18. Any steel/lead/plastic pipework/tanks and any waste or drainage
pipes/guttering/hose union taps and underground cold water supply pipe
before main isolation stop tap.
19. Any sanitary ware/taps/blending valves.
20. Any pipework/components that are not accessible.
21. Rectification of any faults that occur due to the removal or adjustment of any
central heating or plumbing equipment unless carried out by Butco.
22. Towel rails, cast iron and designer radiators.
23. Underfloor heating or concealed pipework.
24. Thermal stores.
25. Dirt separators and scale reducers.
TERMS AND CONDITIONS

Tenant's Guide
Renting a property
When you decide to rent a property, choose to rent through Paul Carr Residential
Lettings. We are committed to making the application process and your tenancy as
stress free as possible.
We have a range of quality properties available to rent in the North Birmingham
area encompassing Sutton Coldfield, Great Barr, Aldridge, Walsall, Burntwood,
Lichfield and surrounding areas from under £400 up to around £3,000 per month.
Whatever your requirements, we aim to match them and deliver a level of service
which is second to none.
Our dedicated team of sales advisers are ready to help you. Whilst properties are
normally marketed for let around 4 to 6 weeks before the available date, we can
register your requirements on our priority matching list ensuring you are contacted
straightaway about new properties coming onto the market.
Basis of Let - Furnished vs. Unfurnished
Nearly all of our properties are available on an ‘unfurnished’ basis. An unfurnished
property will normally have a cooker and sometimes white goods such as a washing
machine and a fridge/freezer. Floor coverings will normally be provided and
sometimes blinds/curtains. Very occasionally a property may be offered on a fully
or partly furnished basis.
Basis of Let - Managed vs. Non-Managed
The majority of our properties are marketed on a ‘Managed Let’ basis. This means
that once you have moved into the property you will pay your rent to us and contact
us regarding any matter arising during your tenancy. We will inspect the property at
regular intervals during your tenancy, giving you at least 24 hours’ notice. Some
properties are offered on a ‘Let Only’ basis. In this case, after you move into the
property, you will deal directly with the landlord on all matters arising.

Tenant's Guide
Certification of properties
Every let property is subject to essential safety inspections - energy performance
(EPC), gas and electric, as appropriate. Where required by law, we will provide you
with a copy of the relevant certificates.
Viewing our properties
It is essential to view a property before making an application to rent it. Viewing
appointments are generally conditional upon a prospective tenant being in
employment (see also ‘Processing your Application’). Our landlords do not accept
DSS applications. Our specialist viewing team offer appointments Monday & Friday
1.30pm to 4.30pm, Tuesday, Wednesday & Thursday 1.30pm to 6.00pm and
9.30am to 3.00pm on Saturdays. Viewings on some properties are via
landlord/existing tenant and appointment times are subject to availability. Our
Lettings Enquiries team are ready to advise.
Application to rent a property (allow 25 minutes at our Lettings Office)
Once you have found a property you would like to proceed with, you will be required
to complete an Application form. All adults who will be living in the property are
required to complete an application. Applications must be completed accurately. If
you have any adverse credit this must be disclosed and you will need someone to
act as your guarantor (they will need to complete a Guarantor Reference form). We
require sight of various documents to allow us to progress your Application. These
are detailed on the Application Checklist on the front of the Application form. We
are also required to perform a ‘Right to Rent’ check in terms of the Immigration Act
2014. A payment of £70 (incl VAT) per applicant is required. If a Guarantor is
needed, a payment of £70 (incl VAT) is also required. Payment is required in cash.
Application forms are available from any of our viewings team, from our lettings
offices, or any of our sales offices. We prefer that you bring your completed
application to the local lettings office but, exceptionally, you may return this to any
of our sales offices. If there is anything about the property or your application which
you wish to be taken into account before we approach the landlord you MUST note
this when you submit your application (even if you have already mentioned this at
the viewing appointment).

Tenant's Guide
Guarantor
We will pursue your Guarantor if you fail to pay your rent on time. Your Guarantor
will require to act as your Guarantor for the full duration of your legal
tenancy/occupancy of the property. In agreeing to be your Guarantor, they assume
legal responsibility for all aspects of the tenancy.
Processing your Application (Contact Applications on 0121 308 7676 option 4)
We will discuss your application with the landlord as soon as possible. It is the
landlord’s decision whether they wish us to proceed with your application. In the
event of multiple applications the landlord is not obliged to proceed on any
application and ‘first come first served’ does not apply. We aim to advise you of the
landlord’s decision within 2 working days of receipt of your application. Once we
have the landlord’s agreement to proceed we will call you to confirm and thereafter
we will take up references. At this stage your status moves from applicant to
prospective tenant. Should the landlord decide not to proceed with your application,
your £70 payment will be available for applications on suitable alternative
properties, or will be available for collection.
Obtaining References
Up to three references are taken for every prospective tenant - a credit reference;
an employer reference and, if appropriate, a current landlord reference. References
are usually obtained within a week although some references can take longer. To
help speed up this process we advise you to make your employer and, if
appropriate, your current landlord aware that they will be contacted to provide a
reference for you. As soon as your references are completed we will liaise with the
landlord and confirm their decision to you. We will also agree a move-in date with
you and set up an appointment for you to visit our lettings office to discuss and sign
your Tenancy Agreement etc. By this stage at the latest we strongly recommend
that you consider taking out both contents cover for your personal possessions and
also cover for accidental damage to the landlord’s contents (such as carpets). We
can help you to get the appropriate cover in place through HomeLet, who can
provide you with a free no-obligation quote. Additionally, we can arrange
protection and financial advice through our business partner Centrad Ltd.

Tenant's Guide
In the event that your reference results in a ‘decline’ by the referencing agency we
will advise you accordingly and discuss this with you as far as possible. In these
circumstances the £70 (incl. VAT) paid per applicant is not due for reimbursement.
Payment required prior to moving into the property
Before taking occupation of the property you will be required to make a payment of:
One month’s rent, plus
A deposit of one month’s rent + £100 (subject to a minimum of £500), plus
Agreement Fee of £150 (incl. VAT)
So, for example, if the monthly rent is £600, before taking occupation you will be
required to pay £1,450 - (£600 + £700 + £150)
Payment may be by card (ideally), cash, building society cheque or banker’s draft.
Exceptionally a personal cheque may be used by prior arrangement. This is
conditional on it being handed over 10 days before the move-in date. All forms of
payment are required to be cleared funds at least one working day before the move-
in date. In the event that you need to have a guarantor, a separate Guarantor
Agreement is required. The charge for this agreement is £20 (incl VAT)
Payment is required in full on or before the sign-up appointment (see below).
Period of the Let
Our properties are generally available to let for a fixed period of 12 months, although
in some cases only a 6 month let may be offered initially. We understand the
importance of having the security of a roof over your head so, at around 10 weeks
before the end of the Tenancy, we will contact you to ascertain your intentions. If
you wish to obtain the security of a further fixed period tenancy (subject to landlord
agreement) a payment of £100 (incl VAT) will be required where the tenancy is for
a period of over 6 months. £75 (incl VAT) will be payable for a tenancy of 6 months.
It is important that you confirm your intentions as soon as possible, especially if you
wish to renew. Renewal gives you the protection of a fixed rent for a fixed term.
Guarantor agreements on renewal incur a charge of £20 (Incl VAT)

Tenant's Guide
The Tenancy Deposit
We are required by law to hold the deposit you have paid in an approved scheme.
Paul Carr Residential Lettings use The Tenancy Deposit Scheme (TDS) run by The
Dispute Service under a Government awarded contract. Under the TDS your
deposit is secure. In accordance with TDS guidance we aim to return your deposit
to you within 10 working days of the move-out inspection provided the property is
left in the same condition as at the move-in date (subject to fair wear & tear). You
will be provided with a certificate to confirm your deposit is held within the Tenancy
Deposit Scheme.
Your Tenancy Agreement and the Sign-Up Appointment (allow 30 - 45 minutes
at our Lettings Office)
Before taking occupation we require you to attend an appointment at our lettings
office to sign your Tenancy Agreement. A draft copy of this will already have been
made available to you. All prospective tenants must sign the Agreement. Please
also have your bank details with you as we will require you to complete a standing
order for payment of your rent. At the appointment we will explain the details of your
Agreement to you and outline your obligations as a tenant. The Agreement must be
signed at least one working day before the move-in date. You will be provided with
a copy of the Agreement at the move in appointment.
The Move-In Appointment (allow 40 minutes at the property)
At the move-in we will review the property with you and ask you to sign our Inventory
(including photographic inventory) & Statement of Condition document. This is
important as this document will form the basis of any dilapidations claim by the
landlord. A copy of the document will be given to you in due course.
Please note that it is not possible to move any of your personal belongings into the
property until the move-in appointment has been concluded. Whether you have
friends and family with you to help you move, or you have engaged the services of
a removal company, they must be made aware of this.

Tenant's Guide
Your Obligations as a Tenant
Payment of Rent
All rent MUST be paid in advance by monthly standing order. You are required to
set this up with your bank. We do not operate a direct debit system. Your rent is
due on the same date each month in line with the tenancy start date. The standing
order must be set up so that the rent arrives with us on or before the due date.
Whichever bank you are with, you should expect to allow three working days for
your rent to reach us. So, for example, if the rent is due on the 25th of each month
the standing order needs to be set up for the 22nd of the month. In this example the
money would leave your bank account on that date. Please ensure that you agree
to a tenancy start date which accommodates the date your salary is paid to you. If
you experience any financial problems during the course of your tenancy which may
affect payment of your rent it is essential that you contact us immediately.
Looking after the Property
We expect you to look after the property as if it were your own. Where applicable,
this also includes the garden area. Responsibility for the property rests with the
tenants during the tenancy. Any problems that may occur or repairs that are
necessary must be reported to our Maintenance Team at the earliest opportunity.
You can reach us by telephone on 0121 308 7676 (option 2) or email us at
repairs@paulcarrlettings.co.uk
We aim to resolve any repairs issues for you ASAP. To assist us we will pass your
contact details to our contractor to allow them to make access arrangements with
you. In the event of an emergency occurring, you should take all reasonable steps
to prevent the problem escalating. If you are absent from the property at any time it
must be fully secured. In the event that the property is burgled you must contact the
Police and advise us immediately. Please ensure you obtain a crime reference
number. You will be accountable for any damage through wilful neglect or misuse
during the period of the tenancy.

Tenant's Guide
Keeping us informed about any changes in your contact details
To help us ensure that you have proper enjoyment of the property we will have to
be in touch with you from time to time. Please inform us immediately if you change
your phone number or your email address. Our main method of contact is by email
and/or phone/text for more urgent matters.
Periodic Inspections (allow approximately 10 minutes at the property)
All properties under our management are subject to inspection. At the periodic
inspection we are simply checking to ensure that the property and any gardens are
being looked after. We are not judging your lifestyle nor are we undertaking a
detailed check to the inventory. We would normally only expect to be in the property
for 10 minutes. As a minimum we will inspect the property around the first month
of moving in, then in the fifth month after the start of the tenancy and every six
months thereafter.
It is a condition of your tenancy that you accommodate access for an inspection
and safety checks etc with reasonable notice. We will contact you in advance of
each inspection. We find that this is easiest by email as many tenants have reported
that they are not permitted to receive personal calls at work. We are required to give
you a minimum of 24 hours’ notice. Generally we will give you 1-2 weeks’ notice.
Whilst we prefer that you (or a friend or family member) are present during the
inspection, where we have agent keys to the property we will access the property
and carry out the inspection in your absence. This will save you taking time off work.
We will leave you a note to confirm that we have attended and we will ensure that
your property is secure when we leave. If there are any matters which we need to
bring to your attention we will record this on our note but sometimes we may need
to contact you following the inspection. Where you would prefer to be in attendance
at the inspection please note that we allocate our diary with two-hour inspection
slots. Unfortunately we are unable to offer a specific time slot but we will take your
personal commitments into consideration where possible.

Tenant's Guide
Other responsibilities
You are responsible for the insurance of your own contents and personal effects.
This is something which we can help you with (see Obtaining References). You are
also responsible for providing a TV Licence whether or not a TV is provided by the
landlord. You are also required to make your own arrangements for the provision of
a phone connection/line/broadband subject to the landlord’s agreement. Landlord
approval must also be obtained to have Sky etc. set up at the property.
Contacting Utility Companies, Local Council etc. about your Tenancy
We will contact the authorities, as appropriate, including providing relevant meter
readings both after the move-in and move-out appointments. However, you may
also wish to contact these bodies independently. Please bear in mind that your
responsibility for these services is for the duration of the tenancy which may not
necessarily be exactly the same as the dates of occupation.
Final Inspection (allow 45 minutes at the property)
We always carry out a final inspection on the date your tenancy ends. Generally
this will coincide with the date you vacate the property. Once we have confirmation
that you will be vacating the property we will give you a final inspection appointment.
The property must be left in a clean and tidy condition, all your personal
possessions and all rubbish must have been removed.
You will be required to hand over all keys.
We will refer to the original inventory and statement of condition at this
inspection.
We will take final meter readings and ask you to confirm your current utility
supplier(s).
We must be advised of any issues with the property which you have not
already reported.
Returning the property in a clean and tidy condition, with all your personal
possessions and all rubbish removed, will allow us to ensure that your deposit is
dealt with in a timely fashion.

Tenant's Guide
As you will be required to hand over the keys for the property, no further access will
be available to you. The following list (not exhaustive) will assist you in preparing
for the final inspection:
Carpets hoovered and floors brushed & mopped over
All cupboards emptied and wiped out
All surfaces cleared and wiped over
All woodwork wiped over, especially skirtings
Windows and frames cleaned inside and out
Kitchens - hobs, ovens, grills and cooker hoods & extractor fans cleaned and,
where included, fridges & freezers clean and defrosted
Bathrooms - toilet, sink, bath, shower/shower area and extractor fans cleaned
Where permission granted to fix anything to the walls, the surface to be made
good and repainted, as necessary
Where permission given to repaint, all areas to be returned to original colour
scheme or as specified by landlord when permission granted
Where permission has been granted to store Landlord’s contents, e.g. curtains,
blinds, furniture etc. these must be re-hung/restored to original position, as
appropriate
Garden and outside areas - grass cut and weeds removed
Garages and sheds cleared of your personal possessions and any rubbish
Most tenants receive their deposit back in full where the above preparations are
made. We strongly advise you to ensure that you allow sufficient time to move out
of the property.

What is the Tenancy Deposit
Scheme?
An advisory leaflet for landlords and tenants
Tel: 0845 226 7837
Fax: 01442 253 193 
Email: deposits@tds.gb.com
 www.tds.gb.com
Tenancy Deposit Scheme, PO Box 1255, Hemel Hempstead, Herts, HP1 9GN

What is the Tenancy Deposit Scheme? (Fifth edition) 2
Revised March 2013
©The Dispute Service Limited 2013
What is TDS?
The Tenancy Deposit Scheme (TDS) is run by The Dispute Service Ltd. It is an insurance-
backed tenancy deposit protection scheme authorised by the government.
TDS has two main roles:
To protect deposits.
To help resolve disputes about deposits.
What is tenancy deposit protection?
Tenancy deposit protection applies to all deposits for assured shorthold tenancies that
started in England or Wales on or after 6 April 2007. By law, a landlord or agent who
receives a deposit for such a tenancy must protect the deposit.
Most residential tenancies in the private rented sector are assured shorthold tenancies, with
some exceptions. For example, a tenancy cannot be an assured shorthold tenancy if:
the tenant is a company;
the rent is more than £100,000 a year;
the tenancy is for a holiday let; or
a university or college rents the accommodation to its students.
Tenancy deposit protection means:
protecting a tenant’s deposit with a government-authorised scheme such as TDS;
providing the tenant with prescribed information about where their deposit is being
protected and how it will be managed.
Tenancy deposit protection schemes can be one of two kinds:
Custodial – this is where the scheme itself holds the deposit during the tenancy.
Insurance backed – this is where the landlord or agent holds the deposit during the
tenancy, but must give it to the scheme at the end of the tenancy if there is a dispute.
The scheme is insured because this guarantees that tenants will always get back the
money to which they are entitled. TDS is an insurance-backed scheme.
Each tenancy deposit scheme has its own rules setting out in detail how it operates.
The TDS Rules are available from the TDS website and on request.
What are the legal requirements?
These are contained in sections 212–215 of, and Schedule 10 to, the Housing Act 2004 (as
amended). Tenancy deposit protection applies to money received by a landlord or agent
that is meant to be held as security in case a tenant does not comply with their obligations.
The landlord or agent must comply with the initial requirements of an authorised tenancy
deposit protection scheme within 30 days of receiving the deposit. To protect a deposit
with TDS, the landlord or agent needs to belong to the scheme, register the deposit
on the TDS tenancy database, and pay a membership subscription or deposit
protection charge.
A TDS member (landlord or agent) must also give the tenant ‘prescribed information’.
This information is set out in the Housing (Tenancy Deposits (Prescribed Information)
Order 2007. It must also be given to anyone who paid the deposit on the tenant’s
behalf.
The prescribed information includes the contact details of the landlord and tenant, the
rented property’s address, the deposit amount and this leaflet. The landlord or agent
must also specify which tenancy agreement clauses say how the deposit can be used.

Revised March 2013
Tenants must be given the opportunity to:
check any document the landlord provides containing prescribed information; and
sign it to confirm the information is accurate.
What if the landlord or agent does not comply?
A landlord or agent should protect the deposit in an authorised scheme and provide the
tenant (and any sponsor) with the prescribed information within 30 days of receiving the
deposit. If they don’t do so, then the tenant (or the person who paid the deposit) can take
the landlord or agent to court. The court can order the landlord or agent to protect the
deposit or repay it to the tenant. The court can also order the landlord or agent to pay the
tenant compensation of between one and three times the deposit’s value.
A landlord who has not correctly protected a deposit cannot serve a notice to end the
tenancy and regain possession of it under section 21 of the Housing Act 1988. The landlord
can only serve such a ‘section 21 notice’ after the deposit has been repaid or after any
court case about the deposit has ended.
A landlord who has not given the tenant prescribed information within 30 days must not
issue a section 21 notice until the prescribed information has been given. If this takes place
more than 30 days after the landlord or agent received the deposit, the tenant can still apply
to court for compensation of between one and three times the deposit’s value.
TDS cannot award compensation to tenants if a landlord or agent fails to comply with the
law relating to tenancy deposit protection. This can only be dealt with by the courts.
Is my deposit protected?
Tenants can check if their deposit is registered with TDS by visiting www.tds.gb.com. If
tenants have received a Tenancy Deposit Protection Certificate, they should enter the
code number from that certificate. Alternatively they can enter their surname, the deposit
amount, the tenancy postcode, and the date their tenancy started.
If a member informs TDS that the protection of a deposit should be ended, TDS will make
reasonable efforts to inform the tenant before ending the protection.
If the tenancy has not ended, the tenant (or one of the joint tenants) can object to the
ending of deposit protection by phoning the TDS customer contact centre.
If the tenancy has ended and the tenant is not satisfied with the proposed split of the
deposit, then the tenant can ask TDS to resolve the dispute within three months after the
end of the tenancy.
What happens to the deposit after the landlord or agent receives it?
The landlord or the agent will hold the deposit during the tenancy. The tenancy agreement
should state who receives any interest it makes.
What happens to the deposit at the end of the tenancy?
If there is no dispute about the return of the deposit at the end of the tenancy, the landlord
or agent must pay the deposit to the tenant without delay, less any deductions that the
tenant has agreed.
If there is a dispute about the return of the deposit or about proposed deductions, the
parties should try to reach agreement without delay. Most disputes are resolved informally
in this way. But if the deposit has not been returned to the tenant within 10 days of the
tenant asking for it, any of the parties can ask TDS to resolve the dispute.

Revised March 2013
If there is a dispute, what happens to the deposit?
The landlord or agent can make a payment from the deposit if:
both landlord and tenant have agreed; or
the court has ordered the deposit to be paid; or
TDS directs them to send the money to TDS.
Once TDS has been asked to resolve a deposit dispute, the landlord or the agent must
send the disputed amount to TDS. By this time, the landlord or agent should have paid the
tenant any part of the deposit that is not an agreed deduction or in dispute.
If whoever is holding the deposit does not send the disputed deposit amount to TDS, TDS
will take legal action to recover it. This will not delay TDS in resolving the dispute. If the
deposit holder cannot pay the disputed amount, for example because it has become
insolvent, TDS will arrange the adjudication, pay the tenant the amount awarded by the
adjudicator and make a claim to its insurers. The law requires TDS to guarantee only that
the tenant receives the amount they are entitled to.
How are disputes resolved?
The person who wishes to send the dispute to TDS can do this online or by completing a
Dispute Application Form giving details of the dispute, and any relevant supporting
documents.
The deposit holder must then send the disputed amount to TDS. It will copy the dispute
details to the other parties and give them 10 working days to consent to TDS resolving the
dispute, respond to the claim, and send in their evidence.
If all the parties agree to TDS resolving the dispute, TDS will appoint an impartial
adjudicator to make a binding decision, normally within 28 days of receiving the parties’
consent to resolving the dispute. If landlords and agents do not reply, they are treated as
consenting. In all these cases, the adjudicator will normally make a decision within 28 days
after the deadline for giving evidence.
Within a further 10 days of the adjudicator’s decision, TDS will pay the amount due to each
party.
The adjudicator’s decision will be based only on the evidence sent to TDS – there will be no
hearing or visit to the property.
The adjudicator’s decision is final. There is no right of appeal to TDS or to the government
department in charge of the tenancy deposit protection schemes.
Further details are set out in The Tenancy Deposit Scheme Rules for the
Independent Resolution of Tenancy Deposit Disputes at www.tds.gb.com.
What if the landlord or tenant can’t be contacted at the end of the tenancy?
TDS cannot resolve a dispute if it cannot contact the parties to get their consent to TDS
being involved. In these circumstances, the deposit holder must do the following:
Make every practical effort – over a reasonable period of time but not for longer
than it would take TDS to resolve a dispute – to contact the (ex)-tenant/landlord
using information readily available.
Assess any damage, rent arrears and any other likely deductions from the deposit
as they would normally do.

Revised March 2013
Split the deposit, pay the party who is present the appropriate amount, and transfer
the amount due to the absent tenant/landlord to a suitably chosen ‘Client suspense
(bank) account’.
The deposit holder should make a formal record of these activities and support it with
suitable documents.
After enough time (usually at least six years) has passed from the last contact with the
absent tenant/landlord, the deposit holder may then donate the absent party’s share to a
suitable registered charity – subject to a binding promise from the deposit holder that it
would immediately pay from its own pocket any valid claim it later received from the
beneficial or legal owner.
If the absent tenant/landlord returns within that time and seeks to dispute the allocation of
the deposit, TDS may offer to adjudicate.
Is adjudication better than going 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 things like redecoration, damage or repairs. Going to court takes time
and can be expensive and stressful.
If TDS protects a deposit and the dispute goes to court, the disputed amount must be sent to
TDS. TDS will distribute the deposit once it receives a final court order showing what is to
happen to the deposit.
TDS can only resolve a dispute if the deposit has been registered with TDS. If a deposit has
not been registered, the parties will have to go to court if they cannot agree a settlement.
Sometimes landlords or tenants prefer to go to court. It might be better for a landlord to go to
court if they have a big claim that is well above the deposit. It might be better for a tenant to
go to court if they have a counterclaim – say if they had to pay for boiler repairs because the
heating did not work for several weeks. TDS cannot deal with counterclaims.
Where TDS cannot accept a dispute for adjudication, TDS will notify any other party to the
dispute that this has happened. The other party to the dispute may then choose to go to
court or rely on the agent’s judgment if the agent is holding the deposit.
What can TDS deal with?
Using the TDS dispute resolution service is not compulsory. If either the landlord or tenant
does not agree to use the service, one of them could choose to go to court.
TDS can only deal with disputes about the deposit itself, and cannot make awards that are
for more than the disputed deposit. If a larger amount is disputed, you may need to go to
court. TDS cannot deal with counterclaims by tenants – such as a claim for disrepair. If you
are a tenant and you wish to bring a counterclaim against your landlord, you will need to go
to court.
TDS cannot deal with disputes between individual tenants, or between landlords and their
agents. TDS does not act as a regulator and cannot order changes in trading practices,
close down businesses, or prosecute landlords or agents. However, it does try to raise
standards in the private rented sector by educating tenants, landlords and agents about the
cause of disputes and how to avoid them.

Revised March 2013
How much does it cost?
TDS is funded by the membership subscriptions and deposit protection charges that
letting agents and landlords pay. All these fees are on the TDS website.
TDS makes no charge to tenants for protecting the deposit – although landlords or
agents may pass on their subscriptions to their tenants as part of the tenancy costs.
There is no charge to landlords, tenants or agents for having a dispute resolved.
Who can join the Tenancy Deposit Scheme?
The Tenancy Deposit Scheme is open to landlords and letting agents offering residential
property for rent. They will be asked to provide relevant information – as set out in the TDS
Rules – to TDS before it decides whether they can be accepted as a member, and what
their subscription will be.
Our guarantee of impartiality
TDS is overseen by a Board, which is responsible for operating and financing the business.
The Board, and the TDS management, have no role in resolving disputes and cannot
intervene in decisions about disputes. The scheme’s Head of Adjudication is responsible for
resolving disputes. The most usual method for resolving a dispute through TDS is to use
adjudication but the scheme may suggest negotiation, mediation or other methods.
Adjudicators work fairly and impartially. All TDS adjudicators belong to the Chartered
Institute of Arbitrators and comply with our Adjudicator Code of Conduct, which is available
on the TDS website. The adjudicators make decisions without favour, based on the issues in
dispute and the evidence provided.
TDS publishes breakdowns of awards in its Annual Reports. These give an overview of how
awards are split between tenants, landlords and agents. You can see the adjudicators’
decision-making guidelines and some example case studies at www.tds.gb.com.
Data Protection
TDS will not use landlords’ or tenants’ personal data for any purpose except to operate the
scheme (this includes compiling statistical data) and resolve disputes. From time to time,
TDS may invite landlords or tenants to participate in surveys. If you do not wish to be
contacted for survey purposes, please inform TDS by letter or email to the contact details
given in this leaflet.
Contact details
Tenancy Deposit Scheme operated by
The Dispute Service Limited
PO Box 1255
Hemel Hempstead
Herts HP1 9GN
Tel: 0845 226 7837
Fax: 01442 253 193
Web: www.tds.gb.com
Email: deposits@tds.gb.com

Guidance for Consumers:
Landlords
Registered Office: The Property Ombudsman Limited, Milford House, 43-55 Milford Street, Salisbury, Wiltshire SP1 2BP. Registered in England: 3339975.
TPOE10-1
@TPOmb
facebook.com/
PropertyOmbudsman
The Property Ombudsman Milford House, 43-55 Milford Street, Salisbury, Wiltshire SP1 2BP
Consumer Enquiries Tel: 01722 333 306 Fax: 01722 332 296
Membership Enquiries Tel: 01722 335 458 Email: admin@tpos.co.uk Website: www.tpos.co.uk
• The Letting Agent – works for you as the landlord to find a
suitable tenant. He will conduct viewings and deal with the
formalities of referencing and drafting the tenancy agreement.
He may also manage the property for you.
• The Referencing Provider – can be employed by you or the
letting agent to carry out the checks on prospective tenants. He
will provide a report to the letting agent as to the suitability or
otherwise of the prospective tenant based on those checks.
• The Inventory Clerk – will be engaged on your behalf to note
the contents of the property and condition.
• The Tenancy Deposit Protection Scheme - by law any deposit
taken in relation to an Assured Shorthold Tenancy must be
protected via a government approved deposit protection scheme.
The agent should advise you what arrangements have been
made to protect the deposit. It may be that you are arranging
protection, depending on the services you have instructed the
agent to provide.
• The services to be provided are recorded in the agency agreement.
Services may include finding a tenant, carrying out referencing,
drafting a tenancy agreement and arranging an inventory; it
may also include rent collection and management of the
tenancy thereafter.
• It is clear how long the agency agreement runs for, how you can
terminate it and what period of notice is required. When you
sign the agreement you are entering into a legally binding contract
under which you will incur a financial commitment.
• You understand the fees being charged for the services that the
agent is providing. Fees might be collected as a single amount
at the start of the tenancy or as a monthly deduction from rent
received or a combination of the two. Generally, costs associated
with the setup of the tenancy agreement (such as referencing)
are charged to the prospective tenant, but the agent should not
charge you both for the same service.
• You are aware of the fees the agent intends to charge prospective
tenants and whether holding deposits will include any element
of compensation due to you in the event a tenant withdraws from
a proposed tenancy.
• You agree the nature and frequency of the agent’s inspection
visits. This will only apply if you have a property management
agreement with the agent.
• It is clear whether the agent will be accompanying viewings as
well as arranging a ‘To Let’ board as part of their service.
• You understand precisely what references have been obtained
in relation to the tenant and whether any conditions are attached
to the approval. The agent may be restricted on the detail he can
provide because of Data Protection legislation but he should
reveal to you any adverse comments from the referencing process
to enable you to make an informed decision on whether or not
to proceed.
• You are aware that regardless of whether a tenant passes the
referencing process, there is no guarantee that the tenant will
always pay the rent and not cause damage to the property.
• It is clear how and where the tenancy deposit will be held.
• You understand what legal obligations you have as landlord in
regard to gas safety and electrical installations. The agent can
advise you but it is your responsibility to ensure that the property
is safe to let.
• You are aware of your options in relation to available rent/damage
guarantee insurance and/or when it is acceptable to request
that a tenant provides a guarantor.
• You understand that the tenancy agreement is between you and
the tenant and any breach of that agreement by the tenant, such
as non-payment of rent, is a matter between you and the tenant.
The agent should explain to you the limitations they have in
regard to ensuring the tenant meets the tenancy obligations.
• Although the agent may receive and hold the tenancy deposit
(and have it protected) you as landlord are aware that, in law, you
will be responsible for repayment (subject to agreed deductions)
at the end of the tenancy.
• You have read and understood the terms of the agreement and
the commitments you have entered into with the agent. Do not
feel pressured into simply signing it and be aware that if you
sign the document in your home or at your place of work you
are entitled to cancel it within 14 days.
• You request and receive copies of all relevant documents such
as the agreements with the agent and the tenant.
• Which Codes of Practice (if any) the agent has agreed to follow
and obtain a copy of the Code.
This guide highlights the most important matters to be considered and to be aware of when dealing with
letting agents when you are intending to rent out your property.
When dealing with an agent you should ensure that:
There may be several different people with whom you will have contact whilst a tenant is being found. They are:

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