Frequently asked questions

Please see below some of the most frequently asked questions by other Landlords.

  • Rent Guarantee Insurance

    • What is Rent Guarantee Insurance?
      A

      Rent guarantee insurance protects the landlord’s rental income should the tenant default on their payments. More importantly, the policy also includes Legal Costs Insurance. Legal Expenses covers the costs incurred in issuing proceedings against a tenant or guarantor who fails to perform his obligations set out in the tenancy agreement regarding the rightful occupation of the insured property. It will cover you for costs incurred in legal proceedings to recover unpaid rent, damage to property, removal of squatters or a tenant, including eviction.

    • What types of tenant are accepted for Rent Guarantee Insurance?
      A

      Any type of tenant as long as the Tenancy Agreement is directly between the landlord and tenant and the tenant or guarantor, if required, has passed a Tenant Check.

    • Why do I need a Tenant Reference?
      A

      Part of the criteria of our Legal Expenses and Rent Guarantee Insurance policies is that you have completed a tenant check on your tenant.

    • How many tenants do I need to insure?
      A

      You must insure each person named on the Tenancy Agreement. If, in the case of shared accommodation, you have an agreement with a lead tenant and no other person is named you only need to insure the lead tenant.

    • How do I notify you of a claim?
      A

      There is a simple and easy to follow claims procedures available in your policy wording brochures.

    • Is there an Excess to pay if I make a claim?
      A

      In the event of a claim an excess will be applicable. The excess will be the equivalent of the first months rent.

    • How much rent do you pay in the event of a claim?
      A

      We will pay the monthly rent as stated in your Tenancy Agreement up to a maximum of £2,500 per month, and limited to a total of £15,000 or the equivalent of six months rent, whichever is the lesser. Also rent is only paid up until vacant possession is gained.

    • Is there a limit to the amount I can claim for Legal Costs?
      A

      Yes, £50,000

    • I already have a tenant in my property. Can I insure this agreement?
      A

      Yes, but you will not be covered for any claims which occur within the first 90 days of your policy.

    • Can I use my own Solicitor?
      A

      No. This insurance only covers legal fees incurred by Arc’s panel Solicitors or their agents prior to the issue of court proceedings.

    • Will I be required to attend a court hearing?
      A

      Yes, should your case reach this stage you may be requested to attend court by the legal representatives appointed by Arc.

    • My tenancy agreement is for 24 months, can I purchase Landlords Legal Expenses and Rent Guarantee Insurance Cover?
      A

      No, the tenancy agreement must be for a fixed term of no more then 12 months.
       

    • What type of tenant reference do I need in order to purchase your rent guarantee insurance?
      A
      You will need to have Total Landlord Insurance full profile tenant reference check or a full Arc approved tenant reference check with a pass rating not more than 30 days prior to the start of this policy. For full details of alternative ARC approved providers go to www.arclegal.co.uk/informationcentre/approved-referencing-list.php  
    • How to decide on a tenant and keep a good relationship with them?
      AIf you have completed a full profile tenant reference and selected a good tenant they are worth hanging on to. Ensure you maintain regular communication with your tenant, so if there are any issues they can be dealt with quickly and easily.
    • What does legal expenses and rent guarantee insurance cover?
      ALegal Expenses provides cover in respect of Legal Costs incurred in proceedings against a Tenant or Guarantor where the Tenant fails to perform his obligations set out in the Tenancy Agreement relating to the rightful occupation of the Insured Property. The maximum amount payable in legal costs is £50,000 per insured incident.

      Rent Guarantee provides cover in respect of Rent owed by a tenant under a tenancy agreement in relation to the insured property up to the limits of indemnity, where the insured incident occurs during the insured period and you are, where appropriate, pursuing a claim under the Legal Expenses section of this cover against the tenant to evict them from the insured property. The limit of indemnity under this section is the amount of monthly rent as shown in the tenancy agreement up to a maximum of £2,500 per month. The maximum Rent payable per Claim is £15,000 or the equivalent of six month’s rent, whichever is the lesser amount.
    • Who can have legal expenses and rent guarantee insurance?
      AThe landlord can purchase this cover to protect them against the tenant failing to perform their obligations as set out in the tenancy agreement.
    • What is Legal Expenses and Rent Guarantee Insurance?
      ALegal Expenses insurance covers you for the costs to pursue eviction proceedings against a tenant or guarantor, where the tenant fails to perform their obligations as set out in the tenancy agreement. To complement the Legal Expenses insurance you can include Rent Guarantee Insurance to cover you for the rent owed by the tenant whilst pursuing them through a claim under the legal expenses.
    • How do I protect my Rental Income?
      APurchase a Legal Expenses and Rent Guarantee policy from Total Landlord Insurance prices start from £95.40 online.
    • Do I need to show references to get legal expenses and rent guarantee insurance?
      AYou do not need to show us the references in order to purchase the legal expenses and rent guarantee policy, however these may need to be submitted in the unlikely event of a claim.
    • How does rent guarantee insurance work?
      AAs long the Tenant is being evicted through the legal expenses section of the policy, the Rent Guarantee insurance will protect your monthly Rent shown in the Tenancy Agreement up to a maximum of £2,500 per month while the tenant remains in the property. The maximum Rent payable per Claim is £15,000 or the equivalent of six month’s rent, whichever is the lesser amount.
  • Commercial Property Owners

    • What is an indemnity period?
      A

      The maximum length of time a client can claim for loss of rent this can be 12 months 24 months or 36 months.

       

       

    • What is Property Liability cover?
      A

      Covers you in the event that you are deemed liable for damage or harm to a third party or property.
       

    • What is Employers Liability cover?
      A

      Covers you in the event that you are deemed liable for harm to a person in your employment.
       

    • How do I find out my Building Sums Insured?
      A

      Through Surveyors Reports/Mortgage Valuation Reports or Visit www.bcis.co.uk where you will be required to know the size of the property.
       

    • What is declared value?
      A

      The expected value of how much it will cost to completely rebuild the property including fees on the 1st day of insurance.
       

    • What is the Day One sum Insured?
      A

      The day one value is a form of index-linking and allows for inflation during your period of insurance. The declared value must be accurate on the 1st day of insurance for this to be correctly calculated.
       

    • What is terrorism cover?
      A

      Terrorism is an act to purposely cause damage or harm carried out by a person/organisation with religious or political views. The government must deem this act as Terrorism.
       

    • What is Property Owners Insurance?
      A

      Insurance cover for a property that is let to a 3rd party who trades a commercial business from the property.

       

       

    • Can I get cover for the property if I run my own business from the premises?
      A

      If you run your business from the premises you will require a package policy to cover all your needs & requirements

       

       

    • What do I do if my tenants leave and is no longer trading from the premises?
      A

      This will be deemed as unoccupied and you must contact us immediately in order for us to inform your insurers.
       

    • Which insurers do you use for your Total commercial property owner policies?
      A

      We use a panel of UK leading insurers including Axa, Aviva and Allianz.

    • Can you provide cover for a listed building?
      A

      Yes, we are able to provide cover for listed buildings.

    • What does Property Owners Liability Insurance cover?
      A

      Property Owners Liability will provide cover against your legal liability for death or bodily injury (other than to an employee) and / or loss or damage to third party property arising out of your ownership of property.

  • UK, Spain and Portugal Holiday Home Insurance

    • Why do I need holiday home insurance?
      AA regular home insurance policy is unlikely to cover a second home, which may be left unoccupied for lengthy periods of time. Holiday homes can be seen as a greater risk because there is no one to check whether damage from weather or frozen pipes, for instance, does not escalate and lead to expensive insurance claims; unoccupied properties can be targeted by squatters or thieves; and additional problems can be caused if the property is let out.
    • What does Holiday Home Insurance cover?
      AAs with the policy for your main home in the UK the policy can cover the buildings and contents of your holiday home. It also includes Legal Liability to the public up to one million Euros and Employers Liability (for housekeepers etc) up to 100,000 Euros. With 3,500 emergency travel expenses included as standard.
    • Which insurers do you use for your Holiday Home Insurance policies?
      ATorus Underwriting, a part of Lloyd’s of London.
    • How much does Holiday Home Insurance cost?
      ADepending on your circumstances you can cover numerous things from the building, fixtures and fittings, landlords contents left at the let property for tenants use, loss of rent, property owners liability to name a few.
    • How would I know the rebuilding cost of my property?
      AIf you have purchased the property with a mortgage your lender will usually have a surveyor carry out a valuation, and this should indicate a rebuilding sum insured. If you do not have a mortgage valuation you can seek guidance from the Royal Institution of Chartered Surveyors by visiting www.bcis.co.uk, however the only way to obtain an accurate rebuilding valuation is to enlist the services of a qualified surveyor. This may cost a little more now but could save you money if you overestimate your sum insured or save you a considerable sum if you under insure.
    • What happens if I insure my property for a lower sum insured than it would cost to rebuild?
      AIf you are under insured then your insurers are only liable to pay a proportion of your claim. For example if your sum insured only covers 50% of your rebuilding cost, then your insurers are only liable for paying 50% of the amount that you claim. This applies to your Contents and Loss of Rent as well as your Buildings cover.
    • How do I notify you of a claim?
      AThere is a simple and easy to follow claims procedures available in your policy wording brochures.
    • I do not live near the property; can my managing agent deal with the claim for me?
      AYes. We will need to receive authorisation from you confirming that you are happy for them to deal with the claim on your behalf and their full contact details. The easiest way for us to receive this is via post or email to claims@hamiltonfraser.co.uk.
    • Is there an excess to pay if I make a claim?
      AYes. There is a standard 50 Euro excess increased to 1,500 Euros for Subsidence, Landslip or Heave claims. The excess can be increased to help reduce your premium.
    • Does the Holiday Home Insurance cover loss for rentals?
      AYes, up to 24 months loss of rent
    • Does the Holiday Home Insurance policy cover the property if it is also used for my own holidays or if I lend the property to friends or family?
      AYes, no problems there.
    • Does the Holiday Home Insurance policy cover accidental damage and theft by paying guests?
      AAccidental damage can be included for an additional premium. Theft by paying guests unfortunately is not covered under our policy. Theft has to be following violent or forcible entry.
    • Do I have to regularly inspect the holiday home?
      AYes, the property has to be checked by a responsible adult at least every 30 days.
  • Landlord Insurance

    • How would I know the rebuilding cost of my property?
      A

      If you have purchased the property with a mortgage your lender will usually have a surveyor carry out a valuation, and this should indicate a rebuilding sum insured. If you do not have a mortgage valuation you can seek guidance from the Royal Institution of Chartered Surveyors by visiting www.bcis.co.uk, however the only way to obtain an accurate rebuilding valuation is to enlist the services of a qualified surveyor. This may cost a little more now but could save you money if you overestimate your sum insured or save you a considerable sum if you under insure.

    • Do we need a credit reference check if we do not require legal expenses and rent guarantee?
      A

      Yes, we require a credit reference for Total Legal Expenses and Rent Guarantee Insurance. We would recommend that you vet all your tenants, as a matter of best practice.

    • If I let my property furnished can I obtain contents cover?
      A

      Yes, but accidental damage cover would not be included under the contents section.

    • Will my cover continue if the tenants move out?
      A

      Our policies do provide full cover for a period of either 30 or 90 days depending on the cover that you purchase and subject to you taking certain precautions.  Please refer to the summary of cover or call us for more information.

    • What happens if I insure my property for a lower sum insured than it would cost to rebuild?
      A

      If you are under insured then your insurers are only liable to pay a proportion of your claim. For example if your sum insured only covers 50% of your rebuilding cost, then your insurers are only liable for paying 50% of the amount that you claim. This applies to your Contents and Loss of Rent as well as your Buildings cover.

    • Do I insure my property from exchange or completion?
      A

      Insurance is usually offered from exchange, but you should be guided by your solicitor on the exact date to start your policy.

    • Is the building sum insured the same as the market value of the property?
      A

      No, you already own the land so the rebuilding figure is the cost of rebuilding your property if it was completely destroyed and should also include debris removal and architect and surveyors costs.

    • I am insuring the buildings, does this include fixtures and fittings?
      A

      Landlord fixtures and fittings, including communal television and radio receiving aerials, satellite dishes and communication equipment, fixed glass, fixed sanitary ware and other related fittings in or pertaining to the buildings, are included as part of the building insurance cover. Just make sure this is included within your sum insured.

    • Why do I need separate insurance cover for fixtures and fittings?
      A

      As a leaseholder, the freeholder's insurance may not extend to cover the fixtures and fittings within your flat or if it does, the replacement may not be on a like for like basis so it is worth checking the terms of your lease. This can be included on your policy where required.

    • I own a flat in a block and the Freeholder covers the building, do I need any additional cover?
      A

      As the owner of a leasehold property you are not usually required to insure the buildings however you are still legally liable for the welfare of your tenant, so should the tenant suffer an injury within your flat you could find yourself on the receiving end of a claim. We recommend that every landlord buy cover for Property Owners Liability at the very least as this will protect you personally should a tenant claim against you. Whilst you do not need any other cover you should also consider insuring your contents, loss of rental income and any improvements that you have carried out at the property such as fitted kitchens, bathrooms, double glazing etc. These items may not be covered by your freeholder, or if they are the replacement may not be on a like for like basis so it is worth checking the terms of your lease. We can cover these items under the fixtures and fittings section of our policy.

    • What is an interested party?
      A

      An interested party is any other person or organisation with a financial interest in the property, such as a mortgage provider.

    • What is a HMO?
      A

      The Housing Act 2004 defines an HMO as one of the following (part 7 section 254): A building with one or more units of accommodation which are not self-contained flats, occupied by people who are not in one household who pay rent, occupy the property as their main or only residence, are the only people to use that accommodation and share a kitchen, bathroom or toilet. If the building contains a mixture of self-contained flats and non-self-contained accommodation the building will still be considered an HMO owing to the presence of non-self-contained accommodation where people are sharing facilities. A converted building with at least one unit of accommodation which is not self-contained, occupied by people from more than one household who pay rent and occupy it as their main or only residence. As with the first definition, such a building may have self-contained flats in it as well but the presence of non-self-contained accommodation will mean that the building is an HMO. (Unlike the first definition, the occupants of the non-self-contained accommodation do not have to be sharing kitchen and bathroom facilities for the building to be an HMO.) A self-contained flat may also be an HMO if it is occupied by people who are more than two households who pay rent, occupy the flat as their main or only residence, are the only people to use that accommodation and share a kitchen, bathroom or toilet. A building converted into self-contained flats, less than two-thirds of which are owner-occupied, will be an HMO if the building work did not comply with building regulations.

    • What is meant by the term "used for commercial purposes"?
      A

      "Commercial purposes" is defined as any type of business being operated from the insured property. As our Landlords Insurance policy is designed to cover premises used solely for residential purposes it is not suitable if your tenant or their guests run any type of business from home. If your tenant operates a business from the insured premises a commercial property owner's policy would better suit your needs. For further information on this type of policy please call us to discuss your requirements.

    • What happens if I change my mind after taking out the policy?
      A

      The policy provides you with a 14 day cooling off period in which to decide whether you wish to continue. Further information can be found in our policy wording. 

    • Why do landlords need an inventory before letting?
      AAn inventory is one of the most important documents that a landlord will need when letting a property to a tenant. Contained within an inventory will be the condition of the property and any fixtures and fittings at the time that the tenant is handed the keys to the property.
    • How detailed should a landlord inventory be?
      AAn inventory should be as detailed and thorough as possible … every page to be signed by both the landlord and the tenant… The more detailed your inventory is the less likely there will be any disputes at the end of the tenancy.
    • How to draw up an inventory before letting?
      AThe inventory document will have a very important factor when determining outcome of a dispute between a landlord and a tenant and should not be taken lightly… Regular checks of the property as part of the inventory are recommended and also a final check out inventory. For an example guide of an inventory completed by the inventory company No Letting Go click here.
    • How often are landlords supposed to have boilers serviced?
      AIt is recommended that a boiler is serviced at least once a year.
    • How often should landlords inspect roofs?
      AIt would not be advisable to rely on tenants to inform you of any possible structural problems to the roof and insure that the roof is inspected at least once a year. If possible this should be done twice a year.
    • Who is liable for the gas safety certificate?
      AIt is a legal requirement for the landlord to provide their tenant with a gas safety certificate and to have all gas appliances serviced and given an annual safety inspection.
    • Who is liable for faulty electrics – tenant or landlord?
      AA tenant is responsible for repair to electrical appliances that have not been installed by the landlord. All items installed by the landlord will be the responsibility of the landlord and this also includes socket outlets and switches.
    • What is a void period?
      AA void period is the period where the property is vacant in between lets.
    • How can I reduce void periods?
      AYou can help to reduce void periods by maintaining good relationships with your tenants so that they do not wish to move. If your tenants do wish to leave the property it is important that you advertise your property with a letting agent or on a property portal to ensure you get a new tenant as soon as possible.
    • How can I cover against void periods?
      AOur Premier Insurance policy provides up to 90 days full cover between tenancies (subject to policy terms and conditions). This should be plenty of time for you to find new tenants and re-let your property.
    • Do I need to notify HMRC when I become a landlord?
      AYou do not have to inform HMRC when you become a landlord, although you should be aware of your tax liabilities for more information I recommend you go to: www.hmrc.gov.uk
    • Do I have to notify my mortgage lender that I am renting my property?
      AIt is always advisable to notify your mortgage lender if you are considering letting your property as there may be implications you will need to consider.
    • What Insurance do I need as a landlord?
      AThere are various types of insurance that you should consider as a landlord. This includes landlord’s buildings and contents insurance to protect the structure of your property, fixtures and fittings and your contents. There is also rent guarantee and legal expenses insurance to protect you against rental arrears. Another type of insurance you should consider is landlord emergency cover, which will provide assistance in the event of a domestic emergency at your property.
    • I do not live near the property; can my managing agent deal with the claim for me?
      AYes. We will need to receive authorisation from you confirming that you are happy for them to deal with the claim on your behalf and their full contact details. The easiest way for us to receive this is via post or email to claims@hamiltonfraser.co.uk.
    • How much excess is applicable if I make a claim?
      AYour excess will be specific to your policy and can be found on the policy schedule. If you are unsure please call 0 845 310 6300 and a member of the team will be able to assist you.
    • There has been bad weather which has caused storm damage to my rental property, how can I claim for this?
      AWe can look to set up a claim for you. We require the exact date the storm occurred in order to validate the claim. You will need to take steps to prevent any further loss and we are happy for emergency repairs to be completed. Once we have verified the conditions, we will then require photographs of the damage and 2 estimates for the full repairs to be completed.
    • Once the work is completed should I pay the contractor or do you do this?
      AWe can do this either way depending on your preference. However, if we pay the contractor then we will deduct the policy excess and you will need to pay the shortfall.
    • What method of payment would you use to settle the claim?
      AWe have the facility to make payment by cheque or BACS. Please specify which method you would prefer and supply your bank details if it is BACS.
    • What happens if I need to make a claim out of working hours?
      AIn the event an emergency we would recommend taking the appropriate action to prevent the loss from getting worse and t We have an out of hours contact centre that can take the details and these are passed to our claims team on a Monday morning.
    • What is a loss adjuster?
      ALoss adjusters are independent claims specialists who assist in the fair and just settlement of claims, including complex or contentious claims, on behalf of insurance companies. They help policyholders restore their property to full working order.
    • In the event of a break in what should I do?
      AYou will need to contact your local police to report the crime and obtain a crime reference number. If you need to board the property for security reasons you can proceed to do this. We will then need photographs and 2 estimates for the repairs to the building and original purchase receipts that you may be looking to claim for under contents.
    • Loss of rent can I claim if the property is unoccupied between tenancy agreements?
      ANO. The loss of rent cover only applies when an insured peril having occurred at the property has made the property inhabitable and there was a valid tenancy agreement already in place.
    • Do I need Employees Liability?
      AIn order to have this cover you need to provide an ERN number of the employees you have working at the property. Most main contractors like Telephone engineers, Plumbers will have their own insurance in place.
    • How do I make a claim on my landlord insurance?
      AAt Total Landlords Insurance we have our own in house claims team, so you can call us on 0 845 310 6300 and we will take full details and explain what you need to do next.
    • What documents will I need for a landlord insurance claim?
      AIf the claim is for material damage then you will need to supply photographs of the damaged areas and 2 estimates for any repair work or items that you are looking to replace.
    • Do I need to complete a claim form?
      ANo. We will take the details from you over the telephone. Please call us on 0 845 310 6300
    • I have a leak in one of my rented properties, what should I do?
      AIn the first instance, you will need to get a contractor in to locate and repair the leak. This is not covered by the policy but we will require a copy of the invoice to confirm it is fixed. For any areas that have been affected by water damage, you will need to supply photographs and 2 estimates for the repairs.
    • How do I know what the rebuilding value is?
      AYou can visit www.bcis.co.uk and this site can help you calculate the rebuilding value alternatively if you have an up to date survey of the property or recent mortgage on the property you should find the figure there. The rebuilding value is NOT the market/selling value.
    • How do I know what contents value to cover?
      A This only covers items specifically provided for the use of the tenant and which you as the landlord are legally liable for and excludes certain items it also excludes the tenants personal items which can be covered under a separate tenants contents policy contact us on info@totallandlordinsurance.co.uk for further information.
    • What is fixtures and fittings?
      AIf you are covering the building this is included in the rebuilding value however if you require cover for a flat you may need fixtures and fittings insurance these are things like a new bathroom suit, kitchen suit and improvements made by the leaseholder and not covered under the main buildings insurance policy.
    • How much excess should I have on landlord insurance?
      AUnlike motor insurance most property insurance do not offer a no claims discount and are calculated on the rebuilding value, area and some other factors, instead prices generally are maintained and would not significantly jump unless there are claims.
    • What should be included in Landlord Insurance?
      AThere are various policies offering a range of general excesses Total Landlord insurance offer a standard excess of £250 increasing to £1,000 for subsidence and malicious damage claims however they do offer a general excess of £500, £1,000 which does offer a cheaper quotation.
    • How to understand your landlord insurance policy?
      AOn all policies there should be a page with definitions that helps you understand some terminology used in the policy wording. You can visit our website and request us to contact you if you would like any assistance.
    • How Much Does Landlord Insurance Cost?
      ADepending on your circumstances you can cover numerous things from the building, fixtures and fittings, landlords contents left at the let property for tenants use, loss of rent, property owners liability to name a few visit http://www.totallandlordinsurance.co.uk/landlord-insurance-comparison for more information.
    • Why Bother With Landlord Insurance?
      ADepending on what cover you require and the amount covered, this can vary. please visit our Quote page for a quick quote.
    • How does landlord insurance work on no-claims?
      AJust the same as a mortgage you need to get the correct type of insurance for let properties. A standard home policy would not protect your legal liability against injury to your tenant also the Total Landlord Insurance Premier Policy includes malicious damage and theft by tenants which would not be covered under a standard home policy.
    • What is Landlord Insurance?
      AAn insurance policy that covers a landlord from financial losses connected with their rental properties.
  • Landlord Emergency Cover

    • Can I use my own contractor if I have a Total Landlord Emergency Cover policy?
      A

      No, if an emergency occurs at the rental property you must contact the emergency helpline and they will appoint an approved contractor. If you appoint your own contractors the policy will not cover any costs incurred and you may invalidate your policy. 

    • I have several flats in a block, would I need a Total Landlord Emergency policy for each flat?
      A

      Yes, as each flat is a private dwelling.

    • What will I have to pay for if I have a Total Landlord Emergency Cover Policy?
      A

      Any costs or expenses incurred before we accept the claim, any insured event that occurs within the first 48 hours of taking out this policy, costs and expenses where there is no one at your property when the contractor arrives and any matter occurring prior to or existing at start of the policy and which you knew or ought reasonably to have known could give rise to a claim. 

    • Is my boiler covered with a Total Landlord Emergency Cover policy?
      A

      Your boiler will be covered provided it is no more than 15 years old and has been annually serviced. Further details can be found in your policy wording. 

    • Are Houses in multiple occupation covered with a Total Landlord Emergency policy?
      A

      No

    • How is a Total Landlord Emergency defined?
      A

      A sudden unexpected event which in the insurers opinion requires immediate remedial action in order to:

      Prevent damage or avoid further damage to your property and/or

      Render your property safe or secure and/or

      Restore the main services to your property, and/or

      Alleviate any health risk to anyone living at your property.

    • With a Total Landlord Emergency policy what do you class as vermin?
      A

      Brown or black rats, house or field mice, and wasps' or hornets' nests.

    • What is the policy excess for Total Landlord Emergency Cover?
      A

      There is no policy excess.

    • How many claims can I make under a Total Landlord Emergency Cover policy in a year?
      A

      There is no maximum number of claims that you can make annually.

    • Can I arrange emergency cover for my own home?
      A

      Yes you can – if you are taking out household building/contents cover for that property at the same time.

    • Will the contractor tell me up front how much it would cost if an emergency will take over 2 hours to fix or the costs will be more than £100?
      A

      If the repairs take over 2 hours and/or the parts come to more than £100 you or your tenant would be responsible for paying the contractor. You can request a quote before any work is started. Such work may also be covered under your Landlords/Home insurance, so do contact them to find out.

    • If I decide after the first 2 hours I want to get my own contractor am I allowed to do this with a Total Landlord Emergency policy?
      A

      Yes, but we will not guarantee the works and any further damage or incident would not be covered.

    • How long is the work guaranteed for with a Total Landlord Emergency Cover policy?
      A

      All the work carried by our approved contractors is guaranteed for 12 months.

    • How do you select your contractors to ensure they are fully qualified and their costs are competitive with a Total Landlord Emergency Cover policy?
      A

      All our contractors are qualified and vetted by our claims team. As we are liable for the first 2 hours of work we ensure that all our contractors are competitive in the market place.

    • If the tenant calls the Total Landlord Emergency helpline to report a claim, am I informed of the claim at any point?
      A

      You may need to have a discussion with your tenants when you inform them about how to claim and request that you are kept informed about any incidents at the property.

    • Is there a guaranteed call out response time with Total Landlord Emergency Cover?
      A

      A contractor should arrive at the property within 2 hours. However, we cannot guarantee a response time due to various factors such as adverse weather conditions, remote locations etc.

  • Tenant Referencing

    • Can my tenants apply online?
      A

      When ordering the Full Profile service online you may choose between completing the full details of each tenant/guarantor online or sending them an electronic application form via email.

      When ordering a Basic Profile you will need to enter the basic details of the applicant, including full name, date of birth and addresses to be searched.
       

    • Can my tenants complete a paper application form?
      A

      Yes, it is possible to print out a copy of a blank application form. Once the form has been completed, please fax to 01227 711311 or send by post to:

      Total Tenant Referencing
      Lake House
      Miners Way
      Canterbury
      CT3 4LQ

      Please ensure that each application form clearly shows your account number.
       

    • How do I pay for the services I order?
      A

      When you place an order online via this website, you will be directed to our secure payment processor for payment by debit/credit card. When you place an order by fax or post, we will contact you on receipt of the application to obtain card details for payment.

      All major cards are accepted and we will provide a VAT invoice by email once the transaction has been processed.
       

    • Can I track the progress of an order?
      A

      Yes, once an order has been accepted for Full Profile Referencing your user account will display each application currently in progress and you will be able to see the current status, latest updates and expected completion date.

      Basic Profiles will normally provide instant results so these applications do not appear in the application tracker.
       

    • Can I purchase Rent Guarantee Insurance?
      A

      Total Legal Expenses and Rent Guarantee Insurance will be coming soon. Check our website for the latest news.

    • Do I need consent from my prospective tenants?
      A

      In order to comply with the Data Protection Act the tenant will need to give their consent for us to check their details or carry out a credit search. When ordering a Basic Profile you will be asked to declare that the applicant has given their consent. When ordering the Premier Service the applicant will give their consent directly to us, either by completing their application online or by signing the paper form.

    • How long does it take to receive a report?
      A

      We aim to complete all Full Profile applications within two working days of receiving the completed application form. Response times can vary depending on the availability and cooperation of referees.

      The majority of Basic Profiles will be available instantly providing sufficient details have been entered and we are able to match the addresses.
       

    • When will you recommend a guarantor should be obtained?
      A

      We will recommend a guarantor is obtained when:

      • a tenant does not have sufficient income
      • a tenant has minor credit history problems
      • a tenant is unemployed or we are not happy with the status of their employer
      • a tenant is self-employed and unable to provide acceptable proof of income
      • we receive a negative reference from a current/previous landlord or agent
      • a tenant is a student, unemployed or on housing benefit
      • a tenant’s history of residence or identity cannot be verified
      • a tenant is considered generally weak for any other reason
       

    • When will you decline a guarantor?
      A

      We will decline a guarantor application when:

      • negative credit history is located
      • the guarantor has insufficient income or assets
      • the guarantor is employed on a temporary contract or in casual employment
      • the guarantor is self-employed but is unable to verify income
      • the guarantor’s residency at their address cannot be verified
      • the information on the application is found to be fraudulent
       

    • What checks should tenant referencing include as a minimum?
      A

      At the most basic level Tenant Referencing should include verification of the applicant’s identity and creditworthiness. It is also extremely important to confirm that the prospective tenant has sufficient income to meet the monthly rent payments and to find out about any previous tenancies and how they were conducted.

       

    • What other reference checks are optional but useful to make?
      A

      We always recommend that landlords see original photo ID, such as a driving licence or passport, to make sure that you are checking the details of the person that is standing in front of you and to make sure that a valid tenancy agreement is in place before handing over the keys. Some landlords insist on seeing original bank statements as this can be a useful indicator of someone that manages their finances badly but maintains a good credit history by paying their credit cards or finance agreements first and rent later!

       

    • What are the advantages of using a specialised tenant referencing service?
      A

      Specialist tenant referencing companies have access to many different sources of information to check the status of prospective tenants and to validate the details provided on their application form. In addition to having access to these data sources professional referencing companies are experienced in knowing what type of person is likely to make a suitable tenant and how to spot false or misleading information. Total Tenant Referencing can provide a complete report as to each applicant’s standing and creditworthiness which will include verification of employment and salary information, which is always obtained in writing from the employer or accountant. Most referencing companies will also carry out checks to confirm that the employer is a bona fide company.

       

       

    • How to attract professional tenants?
      AIf you are looking to attract professional tenants it is important to consider things such as having a property close to good transport links. It is also worth fitting broadband and Sky TV in the property, which will be valued by this tenant type.
    • Why is tenant referencing a good idea?
      ATenant referencing is a very good idea to ensure your tenants are who they say they are. A full profile tenant reference will provide you with information on your tenants such as verification of their employment or income, employer background check to ensure company existence and employment is genuine and full 6 year Public Information search for CCJ.

      All of the information you receive will assist you in making a decision as to whether the tenant you are looking to let to will be trustworthy and reliable.
    • How do I insure my house before tenants move in?
      ACall our friendly expert advisers who will be able to guide you through the process and tell you everything you need to know about taking out insurance before your tenants move in – 0800 63 43 880.
    • How do landlords insure against theft by tenants?
      ATheft by tenants cover is included as standard in our Premier Insurance policy. For more information on this type of cover call our expert advisers on 0800 63 43 880.