Frequently Asked Questions

You have certain responsibilities when you have secured a property. 

You have certain responsibilities when you have secured a property. Tenants are required to comply with all terms outlined in the signed tenancy agreement. The most common duties are paying rent and household bills on time, reporting damage and keeping the property clean.

You must:

• If applicable - Pay all utility bills such as Gas, Water, Electricity, Telephone and Council Tax.
• Report any maintenance and repair issues.
• Allow access as and when required for inspections and maintenance visits.

We also advise you to take out insurance that covers the Tenants' and Landlord's contents. 

Our landlords require each tenant to have a UK homeowner guarantor. A guarantor will agree to take joint responsibility for the rent for the property if the tenant fails to. Guarantors are required to pay any rent arrears (if the tenant does not pay) and pay for any damages costing more than the deposit.

A guarantor is required to go through the same referencing process as a tenant. The normal requirement is that they are a UK homeowner. They may be required to prove they have sufficient earnings or savings to cover the tenant’s rental commitment.

If you are unable to provide a UK homeowner guarantor, our landlords may consider rent in advance.

If we manage your property, please email repairs@hartleybennett.co.uk with a brief report of the issue. If you can send photographs of the issue, this would also be helpful. We will then be able to address the problem with the landlord and instruct the relevant contractors to attend. Please note, if the damage is caused by yourself, you may be liable to cover the cost of the repair.

Our office hours are:

Monday, Tuesday, Thursday, Friday: 9am to 4pm
Wednesday: 9am to 5.30pm
Saturday: 10am to 12 noon

If you have an emergency outside of these hours, please call:

Emergency Plumbing and Gas issues:
Louis – LJW Plumbing – 07931 702141 (Brighton & Hove and West Sussex areas)
Liam RS Plumbing & Heating – 07564 864636 (Eastbourne)
Ben Thibaut – 07757 727853 (Haywards Heath Only)

Emergency Electrical issues only: 
Gary Bryan – 07748770035
Mark Sibley – 07940 955538 (Haywards Heath Only)

Emergency Drainage issues only: iUnblockDrains on 07474247365

Emergency Lock issues only:
Thomas Locksmiths – 07714 594483 (Brighton & Hove and West Sussex areas)
Eastbourne Locksmiths - 01323 800007 (East Sussex area including Eastbourne)
Armoury Locksmiths - 01323 725190 (East Sussex area including Eastbourne)

If you are unable to get through to any of our contractors and can provide proof of this, then we would recommend you contact another local reputable tradesman.

Please be careful when choosing on Google as some companies pay a premium to be hosted on the top of each search but they may not be local to your area and they may charge a lot more. We are happy to reimburse reasonable amounts but not more than what it would cost to stay in a bed and breakfast for the night (this is only an example of a worst case scenario and does not apply to every situation), so please bear this in mind.

Please note should you make an emergency call out and it not be deemed an emergency you will be liable for the cost. Also, if the emergency contacts are dialled during working hours this may delay the call out as the office must be informed first.

In circumstances of extreme emergencies, for example, a fire, please contact the emergency services.

If you are tied into a fixed-term contract, you will be liable for the rent until the fixed term is finished. If you are no longer in a fixed-term contract (ie. a rolling contract), you will be required to email us with one month’s notice in line with your rent due date. If you are unsure when your rent due date is, please do not hesitate to ask.

It is always your responsibility to pay the rent in full and on time, but circumstances can change. The most important thing is not to let arrears pile up until they’re unmanageable. Speak to us as soon as possible and we can discuss a solution with the landlord. Please note it’s important to keep paying your rent on time and in full as it could negatively affect your credit score and your chances of gaining credit, or a mortgage, in the future.

Private landlords and agents are legally required to check the immigration status of all tenants, lodgers and any other adults who will be living in the property. This is called carrying out a right to rent check.

The right to rent check has to take place before the tenancy starts.

You will be asked to provide documents to show you have the right to live in the UK, either permanently or temporarily.

It is highly recommended that a contents insurance policy is purchased to the value of the possessions you are bringing into the property. Specialist insurance covers both your own possessions and any accidental damage caused by you to the landlord's possessions; this is the recommended insurance policy.

A security deposit of five weeks’ rent will normally be required. This deposit will be treated in accordance with the Tenancy Deposit Protection regulations, Hartley Bennett are members of the Deposit Protection Service (DPS). The deposit is held to cover damage, breakages, and any other liabilities under the terms of your tenancy agreement. Please note that the deposit cannot be used by the tenant to cover rent.