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Tenant Guide

What You Need to Know Before Renting a Property 

Here at City Living our tenants are as important to us as our Landlords, as good tenant relations and a professional service has ensured that a large percentage of our tenants stay with us for a number of years with in excess of 95% of those that do leave stating they would recommend us or come back to us in the future.

As a guide for anyone renting for the first time take a few moments to read the recently published ‘How to Rent Guide’ to ensure that the agent and Landlord that you are considering renting from is fully compliant with current legislation, and that you are protected.

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Now you are Ready to Start……….. 
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Choose Your Area and What You Want 

Consider where you want to live, location to transport links Tube Stations, Rail Stations, retail, restaurants, and local facilities first. Check out our area guides which will assist. 

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Choose What You Want and Can Afford 

Take a look at our Available Properties and research the likely rent for the type of property you want and remember that the majority will exclude Council Tax, and utility bills on top of the monthly rent. This is an important factor to consider as the majority of agents will require you to pass a reference check before confirming a tenancy to you on behalf of the Landlord. 

Now you are ready to contact us on 0207 351 6100 or complete our online Registration form to provide details about yourself and about the accommodation you require, when you are looking to move and your budget. We will then search our database for suitable properties for you to view.

If your move is not urgent, we log your details so that we can contact you when suitable properties become available. It is wise to start looking at 4-6 weeks before you wish to move as properties are viewed and reserved quickly. Tenancies are usually granted for a minimum term of 6 or 12 months, however some landlords may consider a shorter or longer let, so always worth asking.


If you have seen a flat you like call us as soon a possible to arrange a viewing with one of our professional lettings staff at a time to suit you. Our staff will be able to answer any questions you may have regarding the property as well as the letting process itself.. 

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If you Like It – Reserve It! 

Once you have decided on a property, you will need to reserve it by paying a holding deposit which is equivalent to one week's rent and signing our Pledge Form which removes the property from the market for a period of 14 days whilst all necessary checks are completed and the tenancy documentation drawn up. Assuming that the tenancy goes ahead, the holding deposit will go towards the monies due before you move in.

IMPORTANT NOTE: If the landlord declines to grant the tenancy, it will be refunded. However the ‘holding deposit’ will be forfeited if you decide not to proceed for any reason, or if you fail to provide complete and accurate information in your application, or your reference checks are not satisfactory.


Our references are completed by an external agency HomeLet who will require you to provide details (where applicable) of your employer (or college), and a previous or current landlord, proof of current address, photo ID and Visa information. They will also require the same information on a guarantor if required. In addition a credit check will be undertaken.

References for working applicants should take approximately 2-3 working days (depending on how quickly referees respond.) Once satisfactory references have been received we will contact you to arrange an appointment to sign contracts and move in to the property. 

The Tenancy Agreement 

Once your references have been approved you are ready to complete your tenancy agreement. Our tenancy agreements are designed to be easy to understand to ensure that there are no unexpected costs, or uncertainty for either the landlord or the tenant during the tenancy. Our letting staff will run through the agreement with you and answer any questions you may have before you sign your contract. At this point you will need to pay the agency fees, referencing fees, balance of the deposit and your first months rent so please ensure you have all of the funds available to pay. See our Tenants Fees Guide 


Rents are normally quoted weekly, and payable monthly in advance. The tenant is usually also responsible for Council Tax, Water Rates, Gas, Electricity and Telephone costs. All rents are payable by bank standing order.

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A security deposit of a minimum of Five weeks rental must be paid. We DO NOT hold this ourselves it is held by an independent government approved deposit scheme (The DPS) for the duration of the tenancy. This is to cover damage, breakages, and any other liabilities under the terms of your tenancy agreement. Please note that under no circumstances can the deposit be used by the tenant to cover rent. The deposit less any legitimate deductions is returned within 14 days of the end of your tenancy. 

Now You Are Ready to Move………

Once you tenancy has been signed and all funds have been received we will agree the check in time when the inventory clerks will meet you at the property, provide you with your keys, and show you the property, its facilities and how the heating and appliances work and provide you with our Tenant Information Pack providing essential safety guidance and other useful information.

Where you are responsible for Council Tax and Utility costs we will notify the relevant Council and service providers of your occupation giving the readings taken on the day of the check in, to ensure a smooth move. You will be sent a copy of your inventory check in report and your Deposit Registration Certificate and information shortly after your move for your retention.

IMPORTANT NOTE: The Landlords insure the buildings but not your contents so we recommend that have you own insurance for any valuable items. Our information Pack includes details of one of the many companies that can offer you with specific contents cover for your needs.

During Your Tenancy…………….. We are Always Here to Help! 

• We have a 24-hour emergency service (fees will apply for Non Emergency Call Outs)
• Lost Keys or Lock Outs – Call  Hadi 07703180014  (Fees will apply for Call Outs and replacement keys & locks)
• Any maintenance issues click the link and provide details – 
• Any Rental or Payment issues click the link  - 
• Any Furniture or Utility issues click the link – 
• To agree your check out times click the link – 
Check Outs

IMPORTANT NOTE:  Please ensure that all communication includes your name, flat details and a contact number so we can respond without delay.

General contact details are available on the 
Meet the Team page.

When your tenancy ends………

When your tenancy is coming to an end we will contact you 2 months before its expiry to confirm if you wish to renew or agree vacation dates and check out so the flat may go on the market. On the day of your check out you will need to ensure that the property is fully vacant of your possessions and has been professionally cleaned. The inventory clerks will then meet you at the property and go through the check in inventory, agreeing any points of note with you and collecting keys prior to your departure. Any agreed deductions will then be processed through the DPS and the balance returned to you direct by the DPS.

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At City Living London customer service is very important to us as we have a strong team ethos and endeavour to do the best we can. Any complaint will be taken seriously and dealt with in a fair and honest manner.

As members of ARLA and the Property Ombudsman Scheme we strive to provide the ultimate customer service to all our customers, and we have an established complaints procedure which will make sure any complaints made will be dealt with in the most efficient way. 

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To Let
Search for properties to rent in central London. 
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Tenant Fees
Find out exactly how much your tenancy will cost. 
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Tenant FAQ
Find answers to the questions we get asked the most about renting a property. 
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