Information for Tenants
At City Financial Property Services, we aim to provide a professional service, comfortable accommodation and prompt responses to maintenance issues. Our in-house maintenance team helps us coordinate repairs and keep tenants informed.
Below are answers to frequently asked questions about renting a property managed by our agency.
Who Should I Contact About My Tenancy or Repairs?
For routine maintenance and tenancy enquiries, please email the address provided in your tenancy documents or use our website contact page.
We aim to respond to emails within 48 hours and keep you updated on any action required. You can also call our office on 020 8981 4411.
What Should I Do in an Emergency?
During office hours, call 020 8981 4411. Outside office hours, call or text 07983 411374.
- Fire or immediate danger: Call 999.
- Suspected gas leak: Leave the property, avoid flames and electrical switches, and call the National Gas Emergency Service on 0800 111 999 from a safe location. Turn off the gas supply only if it is safe to do so.
- Serious water leaks or flooding: Contact our emergency number immediately. Call 999 if there is an immediate risk to life.
Please report urgent hazards as soon as possible.
Who Is Responsible for Utility Bills and Council Tax?
We may notify utility providers and the local council of a change of occupancy and provide opening meter readings where available.
You should contact the relevant providers to confirm that accounts are in your name, provide accurate meter readings and pay any bills for which you are responsible. At the end of your tenancy, submit final readings and settle outstanding balances.
Council tax liability depends on the circumstances and applicable rules.
How Do I Pay My Rent?
Please follow the payment instructions provided in your tenancy documents. Payments are normally made by bank transfer, BACS or standing order to the designated rent account.
Use the first line of your property address as the payment reference, unless instructed otherwise.
If you anticipate difficulty paying rent, contact our office as soon as possible. Any late-payment interest must comply with your tenancy agreement and applicable law. Under the Tenant Fees Act 2019, permitted interest on overdue rent is subject to statutory conditions and limits.
Can I Decorate the Property?
Please obtain written permission from the landlord or our agency, acting with the landlord's authority, before making alterations or decorating.
Unauthorised changes may need to be reversed at the end of your tenancy.
How Do I Give Notice to Leave?
If you wish to end your tenancy, contact our office in writing so we can explain the applicable notice requirements.
For most private assured periodic tenancies in England, tenants generally need to give two months' notice, following the applicable rules. Different arrangements or transitional rules may apply in some circumstances.
Please do not rely solely on an old fixed-term end date or assume that leaving the property automatically ends your rent liability. We will confirm the relevant process for your tenancy.
What Should I Do With the Keys at the End of My Tenancy?
Unless we provide different instructions, return all sets of keys to our office by the agreed handover date and obtain a receipt.
Your responsibility for rent depends on the legally effective end of your tenancy and any applicable agreement. Returning keys late does not automatically determine when rent liability ends.
What Costs Might I Incur at the End of My Tenancy?
Please remove your belongings, leave the property reasonably clean and report any damage.
You may be responsible for reasonable, evidenced costs relating to damage beyond fair wear and tear, unpaid rent or other lawful deductions. Professional cleaning or disposal costs cannot automatically be charged simply because the tenancy has ended; any charge must be legally permitted and justified by the circumstances.
How Are Tenancy Deposits Refunded?
Your deposit should be protected in an authorised tenancy deposit protection scheme. Details of the scheme and the prescribed information should have been provided to you.
When your tenancy ends, we will seek to agree any proposed deductions with you. Your deposit must be returned within 10 days of you and the landlord agreeing how much should be repaid.
If you disagree with proposed deductions, you can use the relevant deposit scheme's dispute resolution process. The disputed amount may remain protected until the dispute is resolved.
If a refund is due, please provide your bank details securely when requested. We aim to process agreed refunds promptly.
Contact Us
For tenancy and routine maintenance enquiries, call 020 8981 4411 or use our contact page.
Contact our officeOfficial guidance: Tenant notice · Deposit protection · Permitted tenancy fees · Gas emergencies
How Do I Make a Complaint?
Please contact our office to discuss your concerns. Alternatively, follow the formal complaints procedure published on our website.
We will review your complaint in accordance with our complaints procedure and explain the next steps.
Contact our team