Frequently Asked Questions

Whether you are moving into your first home or an experienced renter, we have compiled a list of the most frequently asked questions about the rental process, so you know exactly what to expect in the coming weeks.

If you don't find the answers you are looking for, don't hesitate to reach out to our team. We are always available to provide assistance and address any additional questions or concerns you may have.

Application Process

  • References are a way for your landlord to ensure you can pay your rent on time and look after the property as we would expect. It’s standard practice to get references from previous landlords and your employer. In addition, a landlord may request proof of income and run credit history checks.

    If you don't meet the requirements of the credit check you may be asked to provide a guarantor.

  • A guarantor is someone who agrees to take responsibility of your rent arrears or damages if you can’t pay them. Typically, you and your guarantor should have a trusting relationship. Landlords usually require a guarantor if there are problems with your references.

    Anyone can be a guarantor as long as they are 18 years and over, UK Resident and in full-time employment or retired. Guarantors may also be subject to refrence checks.

  • You can pay a holding deposit to secure the property while the paperwork is being completed. If references and credit checks are okay, the holding deposit goes toward your first month’s rent or security deposit.

    However, you may lose the money if you decide not to move forward with the application after paying the holding deposit.

  • Tenants living in rented properties managed by Arena Property don’t pay us any fees (as standard). Your landlord is responsible for paying all letting agency fees.

    You can find all additional fees here...

  • Your deposit will usually be protected by 'Tenancy Deposit Scheme' (TDS).

    In line with legislation introduced in April 2007 all deposits being paid by a tenant for an assured Shorthold Tenancy must be registered with a recognised deposit protection scheme within 14 days.

    You will be provided with a Deposit Registration Certificate and a Scheme Guide confirming which company is holding your deposit.

  • You must notify us within seven days if you discover any errors on the inventory. Ensure to provide evidence of the issue and inform about any damages missing from the report.

During Your Tenancy

  • The majority of the properties we look after are 'bills inclusive', meaning your monthly rent payment will include all of the usual bills such as; gas, electricity, water, council tax, TV license and often broadband too.

    Your tenancy agreement will say which bills, if any are your responsibility.

  • Your landlord is required by law to ensure your rental property is kept in a habitable and safe condition. In addition, it’s the landlord’s responsibility to provide necessary utilities—heating, hot water, running cold water and bin collection. Resolving pest infestation, dampness and mould issues are also responsibilities of landlords.

    You must keep the property clean, avoid causing damage and promptly report any repair issues to the landlord.

  • You can report all maintenance issues on the CoHo app. You can also let us know via call, text, email or WhatsApp.

    We may ask you to send some photographs or a short video so we can assess the request and forward it to the correct tradesperson.

    If a tradesperson needs to enter your property to carry out a repair you will be given 24 hours notice (excluding emergencies). Don't worry about waiting in, we will arrange access directly, leaving you to enjoy your day worry free. We only work with trusted tradespeople so your home is in safe hands.

  • A property inspection is when a landlord or letting agent arranges to check its condition or state of repair. It’s good to know that they can’t arrive unannounced. By law, you must receive at least 24 hours notice in writing, and the inspection must be during reasonable times. Additionally, there must be reasonable intervals between inspections.

    We do routine inspections every 6 months, however, we can increase the frequency of these if we have reason to believe that is necessary. Inspections are also a brilliant opportunity to get to know your letting agent or raise any non-urgent concerns you may have.

  • We request all tenants pay their rent by standing order. We do have facilities to take payment via bank transfer although it is the tenant’s responsibility to ensure all rent is paid on time as detailed in the contract.

    The appropriate bank details and payment reference will be provided in your welcome letter.

  • Speak to us as soon as you realise you will have difficulties paying rent. Don’t wait until you miss a rent payment. Rent arrears are a breach of contract, and you could incur late fees or, worse still, eviction.

    Landlords may be willing to negotiate a payment plan, but you need to act quickly. It’s also a good idea to contact your local Citizens Advice Bureau for help.

  • Your landlord must comply with a number of different regulations regarding the safety of your property and its residents. These regulations cover things like gas, electrical supplies, fire safety and the environmental efficacy of the property.

    You will be provided with a copy of all the compliance certificates when you move in to an Arena property and every time they are updated.

  • If you have lost your keys, for the safety and security of your property and your housemates, you must contact us as soon as possible. We will make a plan to replace the keys with you (you may have to pay a replacement fee).

    We also suggest that you contact your own contents insurers as some policies cover the cost of lost or stolen keys.

End of Tenancy

  • The type of tenancy and tenancy agreement determines how much notice you must give your landlord to end a tenancy early.

    For fixed-term tenancy, you are required to pay rent for the entire duration. However, you can end the tenancy early if the agreement has a break clause or your landlord agrees to it.

    For rolling tenancy agreements, the minimum notice depends on the tenancy period. For example, if you have a month to month tenancy, then at least one month’s notice is required.

    We do offer the option to assign your tenancy to another person subject to them meeting our criteria.

  • Most of the tenancy agreements we provide are 6 months fixed term. At the end of this you are free to leave the property but if you would like to stay longer (and we hope you will) your contract becomes periodic.

    This means that you're now on a rolling contract and just need to give a months notice whenever the time comes for you to move out.

  • All deposits have to be secured into one of three government schemes within 14 days of you paying it. Your landlord will have provided you with details of the scheme your deposit is lodged with. When you leave the property either you, or your landlord, can start the process of returning the deposit - just contact the scheme directly.

    While the deposit money belongs to you, your landlord is entitled to make a claim against the deposit for damage, unfair wear and tear or rent arrears.