Tenant FAQs

Q ) Can I end my tenancy before the end of my fixed term and what is involved?

If you want to end your tenancy early then this will first need to be agreed by the landlord. If they agree to allow you to break your tenancy agreement, you will be required to pay the costs the Landlord incurs in reletting the room, all rent until we can find a new tenant or until your fixed term ends, whichever comes first.

If the landlord approves your request, we will begin advertising accordingly. If you would like to help speed up this process you can also look for a suitable tenant and send their details to us so we can discuss this with them.

Q ) What do I need to do if I want to leave the tenancy, but the others on the tenancy want to stay (all tenants on one agreement)?

As per your tenancy agreement:

Notice to leave by any individual Tenant will also end the tenancy for all Tenants (if named in the AST).

If the other tenants do not want to end the tenancy and would like to continue living in the property, you will be required to find a replacement tenant yourselves and a new tenancy agreement will need to be signed. There is a charge of £50 for this.

Once a new tenant has been found they will be required to pay a holding deposit and will need to be fully referenced before they can move in. There can be no gaps in the tenancy therefore they will need to move in the day after you move out, and they will need to pay their share of the deposit.

Q ) What do I need to do when checking out?

When you check out please ensure your room is cleaned to a professional standard and all your personal belongings have been removed. Items belonging to the landlord or that are stated on your check-in inventory must be left at the property.

Please leave your key in your room for us to collect during your check out inspection.

This inspection will take place shortly after you move out. Once completed we will then be in contact to discuss the return of your deposit.

Q ) How do I get my deposit back and how long will it take?

We will complete a check-out inventory to ensure your room is left in good clean condition. Once we have compared this to your check in inventory, we will be in contact with you to advise of any deductions that need to be made from your deposit. From this date it typically takes 10 working days to receive your deposit.

You will receive an email from the Deposit Protection Service (DPS) which you will need to accept before the money is processed. Please double check your junk mail in case the email ends up there.

Q ) I have a new bank account and need to change my direct debit. How do I do that?

If you now have a new bank account, the easiest way to update this is to register the new account through our direct debit system, Bottomline, using the following link:


Once you have done this, please let us know and we can cancel your previous subscription and create a new one using your new details.

Q ) Why does my guarantor require a witness to sign the agreement?

A witness to the guarantor’s agreement is a legal requirement. If your Guarantor were to refute that they signed the agreement the witness can be contacted to confirm the Guarantor’s signature.

Q ) I have not received the inventory with my tenancy agreement. Why?

The reason you have not received your inventory yet is because we first need to wait for the previous tenant to move out so we can complete this. I can assure you that you will receive this before moving in and you will have 7 days from your tenancy start date to make any amendments to it.

Q ) Why do I have to pay more than 1 month’s rent in advance?

As per the moving in process sheet given to you by our lettings negotiator, it states that if you move into a property more than half way through the month you will be required to pay the rest of this current month and a full month’s rent along with your deposit in advance. This is because we collect all rents on the 1st of each calendar month.

Q ) Where can I collect my key from out of hours?

If you are unable to collect your key from us during our opening hours (Monday 9am to 5.30pm) we can arrange for your key to be left in our office at 34A Chandos Road, BS6 6PF. You will need to undertake your Right to Rent check beforehand which we can arrange by Whatsapp call. Please let us know and we can arrange this and provide instructions for you.

Q ) Why can’t I get my holding deposit back now that I no longer want the room?

As per the moving in process sheet given to you by our lettings negotiator, it states:
Your holding deposit will NOT be refunded if:

• For any reason you change your mind
• You fail your right to rent checks
• You provide any false or misleading information, including not declaring all and any debts or court orders against you
• The contract / Tenancy Agreement has not been entered into within 15 calendar days following the payment of the holding deposit (this can be extended if agreed by both parties

We stop advertising a room or property once a holding deposit has been paid and therefore if we are unable to proceed with your application for any of the above reasons, the landlord will have missed out on other potential tenants taking the property.

Q ) Why can’t I use my deposit to cover my last month’s rent?

A deposit is in place to reimburse the landlord for any damages to the property or any cleaning needed and therefore is not a means of paying any outstanding rent.

Q ) How do I report maintenance and other issues?

All maintenance needs to be reported through the Arthur Occupant app. More information on this can be found here Arthur Knowledge Base

Please provide photos and as much information as you can.

Q ) How do I get the Arthur Occupant app?

You can download the Arthur Occupant app here:

Arthur Occupant Google Play

Arthur Occupant IOS

Q ) What if I have issues with the Arthur Occupant app?

For all problems with the app please visit Arthur Knowledge Base

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