Guide for student tenants

Frequently Asked Questions

  • Applying for a tenancy
  • How do I book a viewing?

    You can book viewings in the following ways:

    1. Through the topproperty-services.com website. We list every single house on the website and properties are removed as soon as they are let, leading to an up to date list of houses. You can book either through the diary system, automatically entering the appointment, or by asking us for more information. We will then book you into a slot convenient to you.

    2. Via phoning us and booking in a viewing.

    Note: We always prefer appointments to be booked in online. You can add in the properties you most like, and at a time convenient to you. All available slots are shown, so you know someone will be available for that time. Once you book that slot, no-one else can.
  • How do I apply?

    Its easy!

    You can apply for a tenancy in the Apply for a Tenancy area of our website.

    The process is a basic process of submit tenancy details (including house you are applying for!) and making payment. This is all available on the Apply for a Tenancy area linked above.

  • What do you charge?

    We make an application fee charge of £80 (including VAT) per student tenant. This covers all processing of your application.

    There is also a payment of £200 per tenant for your tenancy deposit. In certain circumstances you may be asked to pay a slightly higher deposit of £300. This is often in the case of overseas tenants who cannot obtain a UK based guarantor.

    If you are reserving for an additional student year there is a refundable £50 reservation fee per tenant - this is refunded as soon as the paperwork for your renewal is completed. Application fees for renewal still apply but are discounted to £50 inc VAT.

    Please note that deposits are part refundable if the application is cancelled by you within 28 days of applying, but are non refundable if the application is not completed within 28 days and we or you cancel the application.
  • Do I need a guarantor?

    For student tenancies we always require guarantors.

    We are aware that in certain circumstances you may be unable to obtain one - this is for example overseas students. In this cases we may ask for six or more months rent upfront. However please speak to us and we will see what is most suitable for your circumstances.

    Guarantors need to be based in the UK (eg working or living in the UK) and meet income criteria. This is all detailed on your tenancy application pack.
  • What is the criteria for guarantors?

    For student houses we require a guarantor who is:

    • Resident in the United Kingdom
    • in employment
    • is a homeowner
    • and has a minimum gross annual income of £14000 (subject to rent level being guaranteed).

    The guarantor is someone who is willing to pay your rent if you are unable to. They should seek legal advice before entering into any guarantee
  • I've applied. What happens next?

    Once you have applied online and made your deposit and application fee payment we will draw up the guarantor and contract paperwork.

    The guarantor paperwork will be passed to you to enable you to get it completed by your guarantor.

    We will then credit check the guarantors and perform our checks to ensure they meet our criteria.

    Once that is done we will ask you to come to our office and sign the tenancy. In certain situations - for example if you are overseas - we will send the contracts out for electronic signing.
  • My rent isn't right on the contract!

    If your rent doesn't seem to work out on the contract, it's normally because you are working the monthly rent out based on a four week month.

    For example, £75 per week looks like it should be £300 per month (based on four weeks a month), but its actually closer to £325 per month.

    To work out the rent, multiply the weekly rent by 52 (weeks), then divide by 12 (months). Or, for a quicker way to do it, multiply the weekly rent by 4.333.

    If we have made a mistake please let us know so we can amend the contract.
  • Do you charge a retainer over summer?

    We charge a retainer which is equivalent to 50% of a normal full rent, for the months of July and August. Your first rental payment which will include this retainer will be due on the 1st July.

    Under very limited circumstances it may be possible to move in during the July/August period. This is fully subject to availability of the property and any scheduled refurbishment work and other circumstances. Full rent will be due from the date you move in.
  • What documents do I need to give you?

    For all student tenancies we require the following: Tenants: Proof of ID (driving license, passport, etc) Guarantor: Proof of ID (driving license, passport, etc) Proof of residence Proof of salary/benefits to cover affordability in case of default in rent payments Additionally, from 1st February 2016 we are legally required to prove you have a right to reside in the UK, either as a permanent right (most UK and EU nationals) or a limited right to reside. Full details are available on the government guidance here and here
  • Moving in to my house
  • When can I move in?

    Providing all paperwork has been returned for all members of your group, and contracts have been signed, we can schedule a move in date.

    Typically move ins are scheduled for the 1st September.

    Under very limited circumstances it may be possible for you to move in over the summer months - this is fully subject to the property being available and relies on factors that may be outside our control and as such we cannot guarantee the property is available for moving in over July/August.
  • Can I store my belongings in the property over summer?

    Due to security and insurance you cannot store belongings in the property over the vacant summer months. We have work carried out over the summer by contractors, often under direct instruction from our clients, and we cannot guarantee the safety of stored items, and the inadvertent disposal of items is a risk. We can recommend Yellow Box Storage on Edge Lane - available here.
  • Moving out of my house
  • What is the last date I can move out by?

    The last date you can move out is the 30th June.

    We often have groups moving in or moving belongings in on the 1st July, so need to know for sure that we will have the house back by this date.

    . We always issue a "Section 21" notice in April that notifies you of the move out date - this is to protect the landlords position and is nothing to worry about - it just informs you that the tenancy will end on the June 30th and you need to vacate on that day at the latest.
  • What else do I need to do?

    Before moving out you must return the property to it's move-in condition. There will be an allowance for fair wear and tear, however the property must be cleaned to the same standard it was when you moved in.
  • Getting my deposit back
  • How do I get my deposit back?

    As part of our checkout process at the end of the tenancy we perform a closing inspection/checkout on the property.

    This includes any defects in the property for the landlords attention, as well as any areas where damage has occurred. We will note if it appears to be beyond normal wear and tear.

    The landlord will consider the report, and decide if any charges need to be made. For bills inclusive contracts the landlord will also look at energy consumption to ensure you have not exceeded your inclusive allowance.

    We will then seek your agreement for any charges to be deducted from the deposit.

    If agreement cannot be reached the deposit scheme used (either the custodial DPS or the insurance backed my|deposits) will have a dispute service that can be used, subject to both parties agreement.
  • General questions
  • Are you accredited with the university?

    We are registered with Liverpool Student Homes.

    All properties under management are registered with Liverpool Student Homes. In the rare cases where a house is not it is usually because it is a new property under refurbishment and we are awaiting the property being signed off and certified for gas and electrical safety. This is generally only done at the end of refurbishment.

    We are happy to provide copies or gas and electrical certificates, as well as Energy Performance Certificates.
  • Are you registered with any official bodies?

    We are registered with TPO - The Property Ombudsman. This is a code of conduct that we have to follow. Thus gives you redress in cases where you feel you have to raise a complaint.

    We are also registered with Liverpool Student Homes as well as corporate members of the Residential Landlords Association.

    We treat our role as managing agents very seriously and continuously progress our staff with Continual Professional Development training and the owner of Topproperty Servides is a member of Liverpool Councils Landlord Advisiory Panel, helping Liverpool Council in raising the standards in private rented accommodation.
  • Is my deposit protected?

    Under the Housing Act 2004 all deposits paid for Assurred Shorthold Tenancy are required to be protected under a tenancy deposit scheme. At time of creation of the new legislation there were three deposit schemes. There are now a number more.

    We are members of the Deposit Protection Scheme. You can visit the DPS website here. Some properties have different deposit protection - my|deposits, which is also a prescribed deposit scheme.

    Your deposit will always be registered in one of these two schemes.

    As part of your application you will be given information about the use of the deposit. This is legally required and called "Prescribed Information".
  • How do I report repairs?

    We have an out of hours contact number for emergencies. We will give you this number when you sign the contract.

    Routine repairs are best reported via the online tenant area here. If you are unable to report repairs online please call us.

    We have a team of dedicated contractors who work on our properties full time. They can attend any maintenance issues as required once issues have been raised.
  • Privacy
  • Data Protection

    We are registered with the ICO, registration number Z1712743.

    As part of carrying out our duties, we need to process personal data. For the majority of these uses we need use the Legitimate Interest reason. For some uses we will require consent, such as marketing - for this We obtain this consent on the online application form for your tenancy and it is included in the tenancy agreement for tenants and terms of service for landlord clients (from 1st May 2018). Please see below for more information.

    Use of data for tenants includes:

    •  Passing of data to third parties such as credit reference agencies, previous landlords, etc.
    •  Passing of data to contractors for arranging works.
    •  Passing of data to the local authority to enable you to be correctly charged for council tax (and for student tenancies, to have an exemption applies).
    •  Use of data for marketing for houses from us.
    •  Passing of data to third parties so they can contact you to set up a broadband account (for non-inclusive houses).


    Use of data for landlord clients includes:

    •  Processing data to enable us to market and let your property.
    •  Disclosure to HMRC
    •  Processing data to enable us to effectively manage your property.
    •  Passing of data to third parties in the execution of our services, including local authorities, utility companies etc.


    Third party marketing

    We will NEVER share personal data with external companies for marketing services to you unrelated to your tenancy.

    Marketing from us

    We may market services to you via mail providers such as MailChimp. For tenants this will in most cases be to offer houses to re-let or for new houses coming to market when your tenancy ends. For landlords it may be to keep you updated about our services. You can unsubscribe from this mailing list at any time however if you receive such marketing without an unsubscribe option you can contact us directly to be removed from our list. For these reasons we require your consent.

    Storage of personal data:

    We retain data for as long as necessary to carry out our duties. Tenancy Agreements and guarantor deeds will normally be kept for up to six years after your tenancy ends. Ancillary documents will be deleted and destroyed when no longer required and will vary depending on document type and use.
  • Email Disclaimer

    Our disclaimer is hosted online to allow emails to be shorter, saving on paper if printed.

    Emails sent from Topproperty Services and the information they contain may be privileged and/or confidential. It is for the intended addressee(s) only. The unauthorised use, disclosure or copying emails, or any information they contain, is prohibited and could, in certain circumstances, be a criminal offence. If you are not the intended recipient please email info@topproperty-services.com or reply to the email immediately. Internet Communications are not secure and therefore Topproperty Services does not communicate formally by email and does not accept legal liability for the contents of this message.

    Topproperty Services, Topproperty Lettings and Topproperty Sales and Lettings are the trading names of Topproperty Lettings Limited registered in England and Wales - company number 05820819
  • Cookie policy

    Use of cookies.

    We use cookies to allow search functionality on our websites as well as allowing you to book in viewing appointments and to reserve houses. These are needed for the correct operation of the website.

    Cookies may also be used to allow us to better track visitors to identify traffic sources (where you found us) as well as website visitor numbers and locations.

  • Applying for a tenancy
  • How do I book a viewing?

    You can book viewings in the following ways:

    1. Through the topproperty-services.com website. We list every single house on the website and properties are removed as soon as they are let, leading to an up to date list of houses. You can book either through the diary system, automatically entering the appointment, or by asking us for more information. We will then book you into a slot convenient to you.

    2. Via phoning us and booking in a viewing.

    Note: We always prefer appointments to be booked in online. You can add in the properties you most like, and at a time convenient to you. All available slots are shown, so you know someone will be available for that time. Once you book that slot, no-one else can.
  • How do I apply?

    Its easy!

    You can apply for a tenancy in the Apply for a Tenancy area of our website.

    The process is a basic process of submit tenancy details (including house you are applying for!) and making payment. This is all available on the Apply for a Tenancy area linked above.

  • What do you charge?

    We make an application fee charge of £80 (including VAT) per student tenant. This covers all processing of your application.

    There is also a payment of £200 per tenant for your tenancy deposit. In certain circumstances you may be asked to pay a slightly higher deposit of £300. This is often in the case of overseas tenants who cannot obtain a UK based guarantor.

    If you are reserving for an additional student year there is a refundable £50 reservation fee per tenant - this is refunded as soon as the paperwork for your renewal is completed. Application fees for renewal still apply but are discounted to £50 inc VAT.

    Please note that deposits are part refundable if the application is cancelled by you within 28 days of applying, but are non refundable if the application is not completed within 28 days and we or you cancel the application.
  • Do I need a guarantor?

    For student tenancies we always require guarantors.

    We are aware that in certain circumstances you may be unable to obtain one - this is for example overseas students. In this cases we may ask for six or more months rent upfront. However please speak to us and we will see what is most suitable for your circumstances.

    Guarantors need to be based in the UK (eg working or living in the UK) and meet income criteria. This is all detailed on your tenancy application pack.
  • What is the criteria for guarantors?

    For student houses we require a guarantor who is:

    • Resident in the United Kingdom
    • in employment
    • is a homeowner
    • and has a minimum gross annual income of £14000 (subject to rent level being guaranteed).

    The guarantor is someone who is willing to pay your rent if you are unable to. They should seek legal advice before entering into any guarantee
  • I've applied. What happens next?

    Once you have applied online and made your deposit and application fee payment we will draw up the guarantor and contract paperwork.

    The guarantor paperwork will be passed to you to enable you to get it completed by your guarantor.

    We will then credit check the guarantors and perform our checks to ensure they meet our criteria.

    Once that is done we will ask you to come to our office and sign the tenancy. In certain situations - for example if you are overseas - we will send the contracts out for electronic signing.
  • My rent isn't right on the contract!

    If your rent doesn't seem to work out on the contract, it's normally because you are working the monthly rent out based on a four week month.

    For example, £75 per week looks like it should be £300 per month (based on four weeks a month), but its actually closer to £325 per month.

    To work out the rent, multiply the weekly rent by 52 (weeks), then divide by 12 (months). Or, for a quicker way to do it, multiply the weekly rent by 4.333.

    If we have made a mistake please let us know so we can amend the contract.
  • Do you charge a retainer over summer?

    We charge a retainer which is equivalent to 50% of a normal full rent, for the months of July and August. Your first rental payment which will include this retainer will be due on the 1st July.

    Under very limited circumstances it may be possible to move in during the July/August period. This is fully subject to availability of the property and any scheduled refurbishment work and other circumstances. Full rent will be due from the date you move in.
  • What documents do I need to give you?

    For all student tenancies we require the following: Tenants: Proof of ID (driving license, passport, etc) Guarantor: Proof of ID (driving license, passport, etc) Proof of residence Proof of salary/benefits to cover affordability in case of default in rent payments Additionally, from 1st February 2016 we are legally required to prove you have a right to reside in the UK, either as a permanent right (most UK and EU nationals) or a limited right to reside. Full details are available on the government guidance here and here
  • Moving in to my house
  • When can I move in?

    Providing all paperwork has been returned for all members of your group, and contracts have been signed, we can schedule a move in date.

    Typically move ins are scheduled for the 1st September.

    Under very limited circumstances it may be possible for you to move in over the summer months - this is fully subject to the property being available and relies on factors that may be outside our control and as such we cannot guarantee the property is available for moving in over July/August.
  • Can I store my belongings in the property over summer?

    Due to security and insurance you cannot store belongings in the property over the vacant summer months. We have work carried out over the summer by contractors, often under direct instruction from our clients, and we cannot guarantee the safety of stored items, and the inadvertent disposal of items is a risk. We can recommend Yellow Box Storage on Edge Lane - available here.
  • Moving out of my house
  • What is the last date I can move out by?

    The last date you can move out is the 30th June.

    We often have groups moving in or moving belongings in on the 1st July, so need to know for sure that we will have the house back by this date.

    . We always issue a "Section 21" notice in April that notifies you of the move out date - this is to protect the landlords position and is nothing to worry about - it just informs you that the tenancy will end on the June 30th and you need to vacate on that day at the latest.
  • What else do I need to do?

    Before moving out you must return the property to it's move-in condition. There will be an allowance for fair wear and tear, however the property must be cleaned to the same standard it was when you moved in.
  • Getting my deposit back
  • How do I get my deposit back?

    As part of our checkout process at the end of the tenancy we perform a closing inspection/checkout on the property.

    This includes any defects in the property for the landlords attention, as well as any areas where damage has occurred. We will note if it appears to be beyond normal wear and tear.

    The landlord will consider the report, and decide if any charges need to be made. For bills inclusive contracts the landlord will also look at energy consumption to ensure you have not exceeded your inclusive allowance.

    We will then seek your agreement for any charges to be deducted from the deposit.

    If agreement cannot be reached the deposit scheme used (either the custodial DPS or the insurance backed my|deposits) will have a dispute service that can be used, subject to both parties agreement.
  • General questions
  • Are you accredited with the university?

    We are registered with Liverpool Student Homes.

    All properties under management are registered with Liverpool Student Homes. In the rare cases where a house is not it is usually because it is a new property under refurbishment and we are awaiting the property being signed off and certified for gas and electrical safety. This is generally only done at the end of refurbishment.

    We are happy to provide copies or gas and electrical certificates, as well as Energy Performance Certificates.
  • Are you registered with any official bodies?

    We are registered with TPO - The Property Ombudsman. This is a code of conduct that we have to follow. Thus gives you redress in cases where you feel you have to raise a complaint.

    We are also registered with Liverpool Student Homes as well as corporate members of the Residential Landlords Association.

    We treat our role as managing agents very seriously and continuously progress our staff with Continual Professional Development training and the owner of Topproperty Servides is a member of Liverpool Councils Landlord Advisiory Panel, helping Liverpool Council in raising the standards in private rented accommodation.
  • Is my deposit protected?

    Under the Housing Act 2004 all deposits paid for Assurred Shorthold Tenancy are required to be protected under a tenancy deposit scheme. At time of creation of the new legislation there were three deposit schemes. There are now a number more.

    We are members of the Deposit Protection Scheme. You can visit the DPS website here. Some properties have different deposit protection - my|deposits, which is also a prescribed deposit scheme.

    Your deposit will always be registered in one of these two schemes.

    As part of your application you will be given information about the use of the deposit. This is legally required and called "Prescribed Information".
  • How do I report repairs?

    We have an out of hours contact number for emergencies. We will give you this number when you sign the contract.

    Routine repairs are best reported via the online tenant area here. If you are unable to report repairs online please call us.

    We have a team of dedicated contractors who work on our properties full time. They can attend any maintenance issues as required once issues have been raised.
  • Privacy
  • Data Protection

    We are registered with the ICO, registration number Z1712743.

    As part of carrying out our duties, we need to process personal data. For the majority of these uses we need use the Legitimate Interest reason. For some uses we will require consent, such as marketing - for this We obtain this consent on the online application form for your tenancy and it is included in the tenancy agreement for tenants and terms of service for landlord clients (from 1st May 2018). Please see below for more information.

    Use of data for tenants includes:

    •  Passing of data to third parties such as credit reference agencies, previous landlords, etc.
    •  Passing of data to contractors for arranging works.
    •  Passing of data to the local authority to enable you to be correctly charged for council tax (and for student tenancies, to have an exemption applies).
    •  Use of data for marketing for houses from us.
    •  Passing of data to third parties so they can contact you to set up a broadband account (for non-inclusive houses).


    Use of data for landlord clients includes:

    •  Processing data to enable us to market and let your property.
    •  Disclosure to HMRC
    •  Processing data to enable us to effectively manage your property.
    •  Passing of data to third parties in the execution of our services, including local authorities, utility companies etc.


    Third party marketing

    We will NEVER share personal data with external companies for marketing services to you unrelated to your tenancy.

    Marketing from us

    We may market services to you via mail providers such as MailChimp. For tenants this will in most cases be to offer houses to re-let or for new houses coming to market when your tenancy ends. For landlords it may be to keep you updated about our services. You can unsubscribe from this mailing list at any time however if you receive such marketing without an unsubscribe option you can contact us directly to be removed from our list. For these reasons we require your consent.

    Storage of personal data:

    We retain data for as long as necessary to carry out our duties. Tenancy Agreements and guarantor deeds will normally be kept for up to six years after your tenancy ends. Ancillary documents will be deleted and destroyed when no longer required and will vary depending on document type and use.
  • Email Disclaimer

    Our disclaimer is hosted online to allow emails to be shorter, saving on paper if printed.

    Emails sent from Topproperty Services and the information they contain may be privileged and/or confidential. It is for the intended addressee(s) only. The unauthorised use, disclosure or copying emails, or any information they contain, is prohibited and could, in certain circumstances, be a criminal offence. If you are not the intended recipient please email info@topproperty-services.com or reply to the email immediately. Internet Communications are not secure and therefore Topproperty Services does not communicate formally by email and does not accept legal liability for the contents of this message.

    Topproperty Services, Topproperty Lettings and Topproperty Sales and Lettings are the trading names of Topproperty Lettings Limited registered in England and Wales - company number 05820819
  • Cookie policy

    Use of cookies.

    We use cookies to allow search functionality on our websites as well as allowing you to book in viewing appointments and to reserve houses. These are needed for the correct operation of the website.

    Cookies may also be used to allow us to better track visitors to identify traffic sources (where you found us) as well as website visitor numbers and locations.