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FAQs for tenants in a property directly managed by their landlord

By Foxtons

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Our lettings support team is currently working hard to make sure all tenants in properties managed by their landlord have access to support if needed. In order to help you find the answer you need as quickly as possible we have listed some of our most frequently asked questions below.

Click on the most appropriate section below to jump directly to that section.

Ending a tenancy before the end of your fixed term contract

Rental payments

Inspections and maintenance

Moving out of your property and the return of your deposit

Tenant change or adding an additional tenant to the tenancy


Ending a tenancy before the end of your fixed term contract

I would like to end my tenancy early because I’ve been financially impacted by Coronavirus, what should I do?

Even though the current situation is very concerning, there have not yet been any changes to the law regarding ending tenancies early due to Coronavirus. Your obligation to pay rent has not changed and there’s no automatic right to end your contract. However, all Government guidelines suggest you talk to your landlord as soon as possible to see if a compromise can be reached about rental payments if you’ve been financially impacted by Coronavirus. If your contract has a break clause this may mean that you can terminate your contract after a certain date, before the end of the fixed term, providing you give the required notice.

What is a break clause?

A break clause permits either tenant, landlord or both parties the option to end the tenancy earlier than the fixed-term without financial penalties, so long as the break clause is correctly exercised.

How do I know if I have a break clause?

Check your Tenancy Agreement to see if you have break clause, specifically clause 19.3. You can find your Tenancy Agreement in your My Foxtons account under the ‘documents’ section.

How much notice does my landlord need to give me if they would like me to vacate the property?

During the Coronavirus pandemic, the UK Government have amended English housing law and changed the notice period for landlords from 2 to 3 calendar months if they would like to regain possession of their property from a tenant.

Can I end my tenancy early even if I do not have a break clause?

Yes, however you could incur significant financial liabilities should you leave early. These could include paying the rent, utilities, and other costs to your landlord until new tenants are found. Please refer to your Tenancy Agreement, specifically clause 19.2 if you are considering this option. You can find your Tenancy Agreement in your My Foxtons account under the ‘documents’ section.

If I end a tenancy early, how are my liabilities calculated?

If the landlord agrees to re-market the property then you will be liable for rent and utilities as normal until a new tenant is found. You would also be liable to pay the landlord the cost of any commissions they have paid to a letting agent for the unexpired portion or remainder of the tenancy. If relevant, please refer to your tenancy agreement, specifically clause 19.2. You can find your Tenancy Agreement in your My Foxtons account under the ‘documents’ section.

Who can I contact with a question about ending my tenancy?

If you still have a question after checking your tenancy agreement and reading the above FAQs please email us at terminations@foxtons.co.uk or call on 020 7893 6168.


Rental payments

Do I still have to pay my rent during the Coronavirus pandemic?

We appreciate that this is a very difficult time for landlords and tenants. As it stands all rent is due as normal, however, the Government has been very clear that it expects landlords to offer support and understanding to tenants who have been impacted by Coronavirus and who have seen their income fluctuate. Similarly, it has advised tenants who think they will be unable to pay their rent to talk to their landlord at the earliest opportunity to reach a temporary agreement to accept a lower level of rent, or agree a payment plan to settle arrears at a later date.

What should I do if Coronavirus means I am struggling to pay my rent?

We understand that many of our landlords and tenants are being put in difficult financial circumstances during this period. If you’re having any difficulties paying rent it is important that you contact your landlord so that a suitable compromise or payment plan can be agreed. By doing this as soon as possible, we can ensure that your tenancy and your rights are protected in the normal way, as well as help alleviate some of your worries about the financial implications of this situation.

Where will I find my landlord’s contact details?

Your landlord's contact details can be found on your My Foxtons account.

How do I let Foxtons know I have negotiated a temporary payment plan with my landlord?

Once you have agreed a temporary payment plan with your landlord, please login to your My Foxtons account and click on the banner ‘Have your rental payments been impacted by the Coronavirus?’, and complete our short online form. By doing this as soon as possible, we can ensure that your tenancy and your rights are protected in the normal way and keep a clear record of your agreement with your Landlord.

Can I pay my rent on a credit or debit card?

Yes, please email us at rent@foxtons.co.uk and we will send you a payment link.

Can I send my rent by bank transfer?

Yes, you can transfer directly to Foxtons bank account. Please use your reference number, which begins with an RX, or the property address as the payment reference and then email proof of transfer to rent@foxtons.co.uk so we can identify your payment.

  • Account Name: Foxtons Ltd Client Account
  • Account Number: 53147126
  • Sort Code: 20-00-00

I am overseas and I need to pay my rent, is there an IBAN number?

Yes, you can transfer directly to Foxtons bank account. Please use your reference number, which begins with RX, or the property address as the payment reference and then email proof of transfer to rent@foxtons.co.uk so we can identify your payment.

  • Barclays Bank, Churchill Place, London, E14 5HP
  • Account Name: Foxtons Ltd Client Account
  • Swift code: BARCGB22
  • IBAN Number: GB66 BARC 2000 0053 1471 26

Inspections and maintenance

Should my landlord be carrying out maintenance works during this time?

Yes, landlords’ repair obligations have not changed. However, during the Coronavirus pandemic the Government is advising landlords and tenants to take a pragmatic, common sense approach’ to non-urgent works and inspections, and in view of the wider Government advice about social distancing these should be postponed where possible.

Where reasonable, safe for all parties and in line with other Government guidance, the recommendation is that you allow contractors access to the property in order to inspect or remedy urgent health and safety issues. However, if you are self-isolating or shielding no-one should access your property.

I am self-isolating, can my landlord still enter my property

No. Work should not be carried out in a home where people are self-isolating or shielding, as per the Government guidance.

What is an urgent health and safety issue?

Urgent health and safety issues are those which will affect your ability to live safely and maintain your mental and physical health in your home. This could include (but is not limited to):

  • If there is a problem with the fabric of the building, for example the roof is leaking
  • If the boiler is broken, leaving you without heating or hot water
  • If there is a plumbing issue, meaning you don’t have washing or toilet facilities
  • If your white goods such as fridge or washing machine have broken, meaning they are unable to wash clothes or store food safely
  • If there is a security-critical problem, such as a broken window or external door
  • If equipment a disabled person relies on requires installation or repair

Moving out of your property and the return of your deposit

Can I book an end of tenancy clean?

Yes, our preferred contractors are currently conducting cleans where possible on vacant properties. Either you or your landlord will need to be available to provide access to the property and all parties must follow advice on social distancing and hygiene to minimise the spread of the virus.

Where should I leave my keys at the end of the tenancy?

Please contact your local Foxtons lettings branch 72 hours before you move out to confirm arrangements.

What do I need to do when I know I am leaving a property?

Please go to your My Foxtons account. We recently added a new feature which helps landlords and tenants manage the end of tenancy process online, so that you can receive updates in real time. This includes the ability to;

  • Book an end of tenancy clean online (our contractors are still conducting cleans in line with Government guidelines on social distancing)
  • Easily compare the inventory check-in with the check-out report online (where organised by Foxtons)
  • View feedback from your landlord on the condition of the property and respond where needed
  • Receive real-time updates on the status of your deposit money

How quickly will I get my deposit back?

Your landlord has up to 10 days to check the property condition and update you on the return of your deposit. Please note check-outs are taking a little longer to complete at this time and you may experience a short delay in receiving a copy of the check-out report once they are completed. We will upload a copy to your My Foxtons account.

Where will I find my check-out inventory?

If Foxtons have organised a check-out inventory it will automatically be uploaded to My Foxtons.

What should I do if I disagree with the landlords' proposed deductions?

Please contact your landlord directly in an attempt to reach an agreement regarding any deductions that have been submitted. If you are unable to reach an agreement and if you have an Assured Shorthold Tenancy, you have 3 months from your vacate date to raise a dispute with the deposit protection scheme directly www.mydeposits.co.uk.

I have given you my bank details but have not received the deposit back, when will I get this?

Foxtons requires confirmation from all named tenants that the deposit can be refunded to one nominated account, normally the 'lead tenant', before we are able to action the refund. This can be completed via your My Foxtons account. Once we have received confirmation from all tenants, the deposit refund will be processed by our accounts team and the funds should clear into the nominated account within 5 working days.

Tenant change or adding an additional tenant to the tenancy

I would like to move out of my property before the end of my contract and find someone to replace me, can I do this?

Yes, but you will need permission from both the landlord and your existing co-tenants that they are happy with the proposed new tenant. As soon as you have found a replacement tenant, please email tenantchange@foxtons.co.uk and we’ll get the process started.

I would like to add another person to the Tenancy Agreement as they would like to move into the property, can I do this?

Yes, you can add an additional tenant but you will need permission from both the landlord and, if relevant, your existing co-tenants that they are happy with the proposed new tenant. Please email tenantchange@foxtons.co.uk and we’ll get the process started.

Please be aware that an increase in the number of occupants is sometimes not possible where it would be in contravention of an existing property licence, or would bring a tenancy within the scope of a licensing scheme.

What does my replacement or an additional tenant need to do?

The proposed new Tenant will need to:

  • Complete an Application for Tenancy
  • Email us a digital copy of their proof of ID and proof of address - please check here for which documents we can accept
  • Complete and pass an online referencing process
  • Pass a Right to Rent check (during the Coronavirus lockdown this is done via video call)
  • Sign a Deed of Assignment, along with all other current tenants, exiting tenants, and the landlord

How much does it cost to add or change a tenant on the Tenancy Agreement?

The cost of drawing up the new paperwork and referencing process is £50 including VAT, which will need be paid before we can start the referencing process.

What does the referencing process for a new tenant involve?

We use a referencing company called Let Alliance. The process normally takes 10 to 15 minutes to complete online. More information on Let Alliance can be found here.

What proof of ID and proof of address documents do you need?

Please see here for a list of acceptable ID and proof of addresses. These are required because of Anti-Money Laundering Regulations that apply to estate agents.

What are Right to Rent checks?

Before you can rent a home in England, a landlord or letting agent must undertake passport and immigration checks prior to letting out the property. Usually these would need to be completed in person with the original passport and visa if relevant. During the Coronavirus pandemic, Right to Rent checks can currently be conducted via a video call with an electronic copy of your passport (and visa if applicable) being provided via email.

What happens to the deposit?

If Foxtons holds the deposit, then we will continue to do so. The deposit is not refunded until the tenancy has ended and all tenants have permanently vacated.

Any refund of the deposit or checking of the original inventory will need to be co-ordinated by departing, existing and incoming tenant(s). If the contract is an Assured Shorthold Tenancy then once the change of tenant is completed, the deposit will be unprotected and re-protected based on the updated tenant names on the signed Deed of Assignment. Further information on the deposit scheme Foxtons work with can be found here.

If you have any further questions please contact our lettings support team on lettingssupport@foxtons.co.uk.

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