Help Centre

We have put together a quick guide to help with your search and avoid wasted viewings. Please read below and see how you can save time, save stress and move faster! If you need additional help, you can chat to us in the app at any time, we'll always answer you personally and you'll be speaking to a real human!!

Before the viewing: Pets, Pets, Pets

If you book a viewing and are planning to bring a pet to your new home, make sure you let the agent know.They can find out if the property accepts pets for you, and will save you wasted time on any viewings that don’t. This might mean waiting a little longer before you can get to the viewing, but it's totally worth it. We're working on a pets filter right now, so in the future you should know before you even send an enquiry!

Before the viewing: Check your budget

All agents and properties are different, however if the total income of your household is less than 30x the monthly rent, please let them know. We want to be super clear, this information is only helpful to save you wasted times on viewings, it's not always the same for every agent/landlord, and there will be exceptions for students and people who are prepared to pay 6 months rent upfront (for example if you're still looking for a job in London, but want to move here first).

Monthly rent of property Guideline for annual household income
£1600 £48,000
£1900 £57,000
£2400 £72,000

Before the viewing: Staying organised

Once your viewing has been scheduled, you’re all set! If you need to change the time of your viewing, or you are running late, please contact the agent directly. If you need to cancel, you will see the option to cancel in the app. If your viewing is booked in the app, you'll have the option to add it to your calendar on your phone, but if not then it's a good idea to set yourself a calendar invite anyway. Your phone should remind you before the viewing, and some even let you know when you need to leave to make it to the viewing on time!

During the viewing

You should expect to meet the agent at the address in your viewing tab, if you can’t find them try calling the number provided in the app. We have put together some tips on how to make the most of your viewing, why not check it out before you go. We'd definitely recommend that you make a list of the questions you have for the agent, so you don't forget! If there's something the agent doesn't know on the day, it's good to make a note of what information you're missing and that the agent should follow up with. This way, if they forget, you can drop them a reminder 😉

After the viewing

Nothing makes us happier that the moment when you find a new home! If your property is listed with a Verified Agent, you can make an offer directly through the app, so there’s no need to travel back to the agent’s office in the rain! You can also pay your holding fee via the app, which means that no money will be taken from your account until your offer has actually been accepted, and there’s no need to go and get cash out. 

The holding fee

DO NOT pay a holding fee (sometimes called a holding deposit, or reservation fee) to the agent if you think there is a chance you may change your mind and not rent the property. Many agents do not refund the holding fee and will often ask you to sign something to say you agree this. Try not to be pressurised into making a decision before you're ready. There often is not as much competition for the property as some agents will make you believe!

Deposits, admin fees and rent paid upfront

It's normal for these things to be paid, and yes, it is a lot of money! You will be required by most agents to pay:

  • A security deposit equivalent to 6 weeks rent (this should be held in a deposit protection scheme)
  • Your first month's rent upfront (before you move in)
  • Admin fees to cover the agent's costs including the inventory, referencing, tenancy agreement. This can range from £100 to £500 depending on the agency. In the future, these fees will be banned, and you can read more about that here

If you've paid a holding fee already, then this goes towards the total amount payable before you move in. For example, if you need to pay £2,000 before you move in, but you've already paid £200 holding fee, then you only have £1,800 left to pay.