FAQ – Tenants

When you moved into the property, your deposit would have been registered with The Deposit Protection Service (DPS) by us*.  At your completion appointment, you would have signed a document titled 'Prescribed Information' and have a copy of this in your moving-in pack.  You will also receive a certificate from The Deposit Protection Service.

However, if you think you haven't received a certificate then you need to contact the DPS as soon as possible to stop any delay in the return of your deposit.  You can contact the DPS via their website www.depositprotection.com by email enquiries@depositprotection.com or by telephone 0330 303 0030.

The DPS need to hear from both us, Advanced Lettings and whoever is named as the lead tenant on your 'Prescribed Information' document before they will make any repayment.  A joint deposit repayment form must be completed online.  This will make the repayment process as quick and easy as possible.

* Depending on the level service your landlord has with us.  Please enquire with a member of the team in the office if necessary.

If you are faced with certain circumstances which means you need to leave your tenancy agreement early, then you must get in contact with us as soon as possible.  We will negotiate with the Landlord on your behalf a surrender of the tenancy because we would need to take their instruction.

Legally you will remain responsible for the property and its financial commitments until such a time as the property is re-let or the tenancy reaches it's end.

If your landlord agrees for you to leave the tenancy early, then there will be administration charges to pay.  If you think you may need to leave early then please contact Nina Simpson on 01303 850030 or email her on nina@advancedlettings.com and she will be happy to confirm what charges will be applicable.

We have a few ways in which to get you a viewing ..

* Call a member of the team on 01303 850030

* Fill in our property enquiry form below and we will contact you shortly, or

* Drop in and see us at our office on Sandgate Road, Folkestone.

Our viewing availability can change on a daily basis.  If you would like a quick viewing then you should always pick up the phone to arrange this

Our opening hours are:

Monday to Friday 9am – 5pm (Closed 12.30 – 1.30 for lunch)

Saturday - Appointment Only

Occasionally, yes.  It is the Landlords decision whether they will accept pets in their properties and they can also decide which pets they are willing to accept.  If a property can take pets then this will be detailed in the property description.
Properties can come and go very quickly, so if you see something of interest then please contact us as soon as possible in one of the following ways.

* Call a member of the team on 01303 850030

* Fill in our property enquiry form below and we will contact you shortly, or

* Drop in and see us at our office on Sandgate Road, Folkestone.

A member of our team will be more than happy to take you through our referencing process and the arrangements we make for moving you in.

Yes, our deposits are usually the equivalent to one months rent, unless otherwise stated on our property advertisements.

Our deposits are always registered with the Deposit Protection Service (DPS) and we provide you will the relevant paperwork at your moving in appointment. However some times a Landlord may wish to register the deposit themselves with one of the three deposit scheme providers.

Yes, when you bring any application forms into the office you will be asked to provide some photographic ID in the form of a passport or driving licence together with proof of address this is because we are required by law to complete the Right To Rent checks on all potential tenants.

Any of the following documents can be accepted.

  • Driving licence showing current address

  • Utility bill (no older than three months and not a mobile phone bill

  • Council tax bill (we’ll only accept bills dated until the end of June that year)

  • Bank statements

  • Home service provider bill such as broadband or digital TV (no older than three months)

  • Current TV licence

  • Homeowner’s current home insurance policy schedule

  • Current mortgage statement (correspondence address and address the mortgage applies to must be the same)

  • Tenancy Agreement signed and dated within the last six months (the applicant being referenced must be a named tenant on the Tenancy Agreement).

  • Letter from the employer on headed paper, signed and dated

Any photographic evidence provided must show your name, date of birth and be in date.

We definitely can’t accept:

  • Financial statements (e.g. credit cards)

  • HM Revenue & Customers documents

  • NHS medical card

  • Letters from accountants or solicitors

  • Mobile phone bills

Referencing is the process which all Tenants have to go through to be accepted for a property.

When you have found a suitable property that you wish to apply for, all applicants over the age of 18yrs old will need to complete an application form as they will need to be named on the Tenancy Agreement.

Should you require a Guarantor because you are on housing benefit or are on a low income, the Guarantor(s) will also need to complete an application form, as they will sign the Tenancy Agreement along side you as the Tenant(s).

On receipt of the fully completed application form(s), identification (passport or driving licence) and proof of address (utility bill) we will then contact the Landlord.

What do we check when referencing?

  • Adverse credit history - this includes credit score, outstanding CCJ's, Individual Voluntary Arrangements and Bankruptcies

  • Current bank account - checks made for authenticity and last 3 years of addresses

  • Current residential status - obtain reference from current landlord or agent (if applicable)

  • Proof of income - obtain reference from employer(s) to confirm salary and contract status

  • Independent means - this information would need to be provided by you, please ask for details

  • Self employment - obtain information of income via registered accountant or SA1 Tax Forms

Once referencing has completed successfully we will get in touch with you to arrange your moving in day.

It is always nice to hear that what we are doing has made a difference to someone.  We have an employee reward scheme in place, so whether you would like to praise Advanced Lettings as a whole or a named individual then we would love to hear from you.  We would appreciate it if you could either call Nina on 01303 850030 or email her on nina@advancedlettings.com
Notice to leave a property must be received in the office in writing, signed by all Tenants named on the tenancy agreement, as per your tenancy agreement.

When can I give notice?

When you move in to the property you sign a 6 month Assured Shorthold Tenancy Agreement subject to contract.  Just before month 4 of your tenancy you will receive a letter asking if you wish to renew your tenancy agreement for an additional 6 months.  You have 3 options available to you and these are as follows:

Option 1

You sign a new contract committing you to another 6 or 12 months at the property.  If you would like a longer tenancy, please highlight this at the renewal stage and a request can be put to your Landlord.

Option 2

If the tenancy is not renewed at the end of the six months, then it will automatically become a Statutory Periodic Tenancy.  This will mean you can give one full contractual months notice anytime after the first six months.

Option 3

You can give us notice to leave.  This must be done before the end of month 5 of your tenancy agreement and the procedure to follow is detailed below.

You must always give one full contractual months notice to leave.  The date for leaving will be determined by the date you moved in.  We must received your letter in writing before this date in order for you to leave in the following month.

Example: Your tenancy agreement starts on 25th of the month.  Your notice must be received by us in writing prior to the 24th of the month so you can leave on the 24th of the following month.

If you have given notice and this has been accepted by Advanced Lettings the following will take place.

A checkout appointment will be arranged for the first working day after the last day of your tenancy where possible.  The checkout will be completed against the original inventory which was given to you when you moved in.  If at a time you made changes to the inventory and returned a copy to the office, then this will be the copy that is used.

If you require any assistance with getting your property ready for your checkout, we can provide you with details of reliable contractors who can assist with anything from rubbish clearance, cleaning to tidying gardens.  Please contact a member of our team who will be happy to help you.

On leaving the property, you must return all keys (including any meter keys or cards) to the office and complete a keys returned checklist and supply us with your forwarding address.

Key meters and card meters

If you have either of these at the property, the amounts left should match (as closely as possible) to the amounts stated when you moved in.  These will be shown on your inventory and report.
Your agent or Landlord can enter your property at any time during the tenancy, however sufficient written notice of at least 24 hours must be given if a visit is required.

In practice, as an agent we will always try to call you, message you on email or as a last resort notify by letter that we will be visiting the property.
We really believe that we offer a great service to both our Landlords and Tenants, so we hope that this question isn't clicked on very often.  However, if you are unhappy then please see below our detailed Customer Complaints Handling Procedure:

We are members of the Association of Residential Letting Agents (ARLA/Propertymark) and aim to provide the very best standards of service at all times. We also belong to the redress scheme with The Property Ombudsman and we adhere to their Code of Practice. If you believe that we have not given you satisfactory service please follow this complaints procedure in the first instance:

  1. Please contact our Senior Manager Mrs Nina Simpson on the telephone number below or by email nina@advancedlettings.com and every attempt will be made to resolve your concerns to your satisfaction.

  2. If you are not satisfied with the response you receive, please write to Mr Kenneth Simpson at the below address marked Private and Confidential for his attention.

  3. Your letter will be acknowledged within 3 working days. An investigation will then take place and a formal written outcome will be issued to you within 15 working days of the acknowledgement.

  4. If you are not satisfied then you must write to us and explain the reason why. We will then provide a written statement expressing our final viewpoint following a second review of your complaint.

  5. If you are still unsatisfied you may now report the matter to The Property Ombudsman (please remember you must do so within 12 months of our final viewpoint letter). Their address details are as follows:-

Milford House

43-55 Milford Street




For further information you may wish to visit the Property Ombudsman website  www.tpos.co.uk .


If you think you may experience a problem with paying your rent at any time then you must contact Nina Simpson on 01303 850030 as soon as possible.  If you would prefer to talk face to face then please call into the office or email Nina on nina@advancedlettings.com

The earlier we are made aware of any problems, the more we can do to help, so don’t delay.  If you think you are having any problems then do not hesitate to contact us.

Reporting Maintenance

Any routine maintenance should be reported as soon as possible to Advanced Lettings in writing or via email to folkestone@advancedlettings.com and if possible accompanied with photographs.

Due to the new General Data Protection Regulations (GDPR) we will also require your written consent to release your contact details to the appropriate contractor so please ensure that you provide this consent when reporting maintenance as failure to do so will only delay Advanced Lettings being able to deal with the maintenance issue quickly and efficiently.

It is really important to advise us of any maintenance issues as soon as they happen, so it can be rectified as quickly as possible, ensuring quality of living and the property of the Landlord.  Failure to report a maintenance issue may put you in breach of your tenancy agreement.

Reporting Emergency Maintenance

If you have an emergency maintenance problem that is out of our normal office hours please call 01303 850030 and then listen to our answerphone message, we will then supply you with a mobile number to call for advice. Please note the mobile maintenance number is only an advice line and it is not a 24 hour emergency call out service. 

Any alterations or decorating within a property must have the written consent from the Landlord.   If you are in a tenancy with us, then please contact us on 01303 850030 or by email at folkestone@advancedlettings.com  who will contact your Landlord on your behalf

All monies payable in advance can only be accepted by bank transfer.

This must be paid prior to the moving in date and failure to do so may delay your moving in date. Monies payable in advance consist of the following:

  • 1st months rent in advance (what the rental amount is)

  • Security deposit (same as one months rent (Unless otherwise stated)

Occasionally, yes.  It is the Landlords decision whether they choose to accept Tenants in receipt of DSS or not.  Sometimes our Landlords will accept full DSS, others may accept part working / part DSS.  On either occasion a Tenant will always need a Guarantor if they are in receipt of any benefits and rely on these as all or part of their income.