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Information for Tenants

Whether you’re renting for the first time or moving to your next home, TW Gaze aims to make the process straightforward and transparent.

Below is a step-by-step guide to what you can expect, along with the fees and key information you need to know.

1. Finding a Property

Browse our available homes on twgaze.co.uk, Rightmove, or OnTheMarket, or visit one of our offices to discuss your requirements. Our friendly lettings team can answer questions about location, transport, schools, and tenancy terms.

2. Viewing

Before we can arrange a viewing, we ask all applicants to complete a short application form so that we can collect some basic information about your circumstances and requirements. Once the form is received, we will contact you to schedule a convenient appointment to view the property.

3. Applying for a Tenancy & Holding Deposit

Once you have viewed the property and wish to proceed, contact the office to express your interest. If you are successful, to reserve the property we will request a Holding Deposit equivalent to one week’s rent.

This secures the property while we carry out references and agree the tenancy details.

When the Holding Deposit Is Refundable

Your holding deposit will be returned if:

  1. The landlord accepts your application (it will normally be carried forward to your Tenancy Deposit and registered with the Tenancy Deposit Scheme – TDS).
  2. The landlord decides not to let the property.
  3. An agreement to rent is not reached before the deadline for agreement and you are not at fault.

When the Holding Deposit May Be Retained

Your holding deposit will not be returned if:

  1. You decide not to proceed with the tenancy.
  2. You provide false or misleading information that reasonably affects the landlord’s decision to let to you.
  3. You fail a Right to Rent check.
  4. You fail to take all reasonable steps to enter into the tenancy (for example, not responding to reasonable requests for information).

The deadline for agreement is usually 15 days from payment of the holding deposit unless a different timeframe is agreed in writing.

4. Referencing

You will receive a secure link from our reference provider. Please follow the instructions and supply the requested information promptly.
Checks include (but are not limited to):

  • Credit history
  • Employment/income verification
  • Previous landlord reference (if applicable)

5. Tenancy Agreement & Deposit

When referencing is complete and the landlord gives approval, we will:

  • Confirm a move-in date.
  • Prepare a Tenancy Agreement in line with current legislation.
  • Request the Tenancy Deposit (normally equivalent to five weeks’ rent, unless otherwise stated) and first months rent.

Your deposit will be registered and protected with the Tenancy Deposit Scheme (TDS), and you will receive a certificate and prescribed information.

6. Move-In Day

On the agreed start date you will:

  • Sign the Tenancy Agreement (if not already done electronically).
  • Receive keys and a detailed Schedule of Condition/Inventory.
  • Settle your first month’s rent and any other agreed payments if not already done so.

We will notify the local authority and utility companies of your occupancy unless the landlord manages the property directly.

Fees to Tenants

In line with the Tenant Fees Act 2019, we only charge the following permitted fees:

  • Holding Deposit: Equivalent to one week’s rent (as explained above).
  • Tenancy Deposit: Typically five weeks’ rent (or six weeks if annual rent exceeds £50,000).
  • Late Payment of Rent: Interest at 3% above the Bank of England base rate if rent is more than 14 days overdue.
  • Replacement Keys/Security Devices: Cost of replacement only.
  • Variation or Early Termination (at tenant’s request): Reasonable costs incurred, agreed in advance.

We do not charge for viewings, tenancy setup, or contract renewal.

Your Responsibilities

  • Ensure you have the right to rent in the UK (we are required by law to check original ID documents).
  • Arrange suitable contents insurance for your personal belongings.
  • Pay rent and utility bills on time and report maintenance issues promptly.

Need Help?

Our team is here to support you throughout your tenancy.

  • Phone: 01379 650 476
  • Email: let@twgaze.co.uk
  • Or visit one of our offices to speak with us in person