Tenant Information

Report a Repair

For all non-emergency maintenance issues please use our online reporting system. This allows us to diagnose problems faster, instruct contractors more efficiently and keep you informed of progress.

Report a repair online

Welcome

Thank you for choosing Clem Woodward Lettings.

Our aim is to make the letting process straightforward, transparent and professional for both tenants and landlords. This guide explains the key stages of the tenancy process, your responsibilities as a tenant, and important information relating to the property you occupy.

Applying for a Property

Once your offer has been accepted, you will be required to:

• Complete an application form.
• Provide proof of identity and address.
• Complete Right to Rent checks where applicable.
• Provide any supporting documentation requested by our referencing provider.

All applications are subject to satisfactory referencing and landlord approval.

Where an applicant does not meet the required referencing criteria, a guarantor may be requested.

Holding Deposit

A holding deposit equivalent to one week's rent may be required to reserve a property.

The holding deposit will be dealt with in accordance with the Tenant Fees Act 2019.

The holding deposit may be retained in the limited circumstances permitted by law, including where:

• False or misleading information is provided.
• An applicant withdraws from the tenancy.
• Reasonable steps are not taken to enter into the tenancy agreement within the agreed timescale.

Full details will be provided before any holding deposit is taken.

Before You Move In

Before occupation you will be provided with:

• A Tenancy Agreement.
• Deposit protection information (where applicable).
• Energy Performance Certificate (EPC).
• Gas Safety Certificate (where applicable).
• Electrical Installation Condition Report (EICR).
• How to Rent Guide (where required by legislation).
• Inventory and Schedule of Condition.

We recommend reading these documents carefully and retaining copies throughout the tenancy.

Rent Payments

Rent must be paid in advance in accordance with your tenancy agreement.

Failure to pay rent on time may result in:

• Contact from our Property Management Team.
• A repayment arrangement being agreed where appropriate.
• Legal action being taken by the landlord if arrears persist.

If you experience financial difficulties, please contact us immediately so that we can discuss available options.

Tenancy Deposit

Where a deposit is taken, it will be protected in a government-approved tenancy deposit scheme.

Details of the protection scheme and prescribed information will be provided following receipt of the deposit.

At the end of the tenancy, any proposed deductions will be discussed with you and supported where appropriate by evidence such as:

• Inventory reports.
• Check-out inspections.
• Contractor quotations or invoices.
• Rent account statements.

Once agreement has been reached regarding any deductions, the deposit will be returned within the timescales required by tenancy deposit legislation.

During Your Tenancy

As a tenant you agree to:

• Keep the property reasonably clean and tidy.
• Ventilate the property adequately.
• Report maintenance issues promptly.
• Take reasonable steps to prevent avoidable damage.
• Dispose of household waste correctly.
• Maintain gardens where required under the tenancy agreement.
• Notify us of any changes in occupancy or contact details.

You should not undertake alterations, redecorations or improvements without obtaining the landlord's written consent.

Repairs and Maintenance

Please report all repair issues as soon as possible through our maintenance reporting system.

Examples of emergency repairs include:

• Major water leaks.
• Complete loss of water supply.
• Dangerous electrical faults.
• Gas leaks or suspected carbon monoxide incidents.
• Serious security issues following a break-in.
• Structural issues presenting an immediate risk to occupants.
• Total loss of electricity where there is an immediate safety concern.

Tenants should take reasonable steps to minimise damage while awaiting assistance wherever it is safe to do so.

Emergency Contact Outside Office Hours

If there is a genuine emergency that cannot wait until the next working day, please call 07507 729443, leave a message, and provide all your contact details along with as much information about the problem as possible.

Emergency Utilities Information

Gas Emergencies

If you smell gas, suspect a gas leak, or are concerned about carbon monoxide:

Immediately call the National Gas Emergency Service on 0800 111 999.

You should:

• Open doors and windows.
• Turn off the gas supply at the meter if it is safe to do so.
• Avoid operating electrical switches.
• Do not use naked flames.
• Extinguish cigarettes and other sources of ignition.
• Leave the property if necessary.

The National Gas Emergency Service is available 24 hours a day.

Electrical Emergencies

If you experience any of the following:

• Sparking sockets or switches.
• Burning smells from electrical installations.
• Smoke from electrical equipment.
• Exposed live wires.
• Sparking consumer units (fuse boards).
• Damage to incoming electricity cables.
• Complete loss of power creating an immediate safety concern.

You should first switch off the affected circuit if it is safe to do so.

For power cuts or faults affecting the electricity network, contact the national electricity emergency service by dialling:

105

The 105 service will connect you directly to the Distribution Network Operator (DNO) responsible for your area.

This service is available 24 hours a day and should be used where there is:

• A local power cut.
• Damage to overhead power lines.
• Fallen electricity cables.
• Concerns regarding electricity supply infrastructure.

If there is a fire or immediate risk to life, contact the emergency services on 999.

Water Emergencies

For serious leaks:

• Turn off the water supply using the stopcock if safe to do so.
• Take reasonable measures to minimise damage.
• Contact our emergency maintenance service immediately.

Useful Emergency Numbers

• Gas Emergency Service: 0800 111 999
• Electricity Network Emergencies: 105
• Emergency Services: 999
• NHS Non-Emergency: 111

Emergency Contractor Attendance

Where a contractor is called out outside normal business hours and the issue is found not to be an emergency, or has arisen as a result of tenant negligence, misuse or damage, the cost of the call-out may be recharged to the tenant where permitted by the tenancy agreement and applicable legislation.

Access to the Property

The landlord or their agent may require access to the property during the tenancy in order to:

• Carry out repairs.
• Conduct safety inspections.
• Undertake routine property visits.
• Arrange valuations.
• Comply with legal and regulatory obligations.

Except in emergencies, reasonable notice will be provided wherever possible.

Smoke and Carbon Monoxide Alarms

The property will be equipped with alarms in accordance with legal requirements.

Tenants should:

• Test alarms regularly.
• Replace batteries where required unless otherwise agreed.
• Report faults immediately.

Alarms must never be removed, disconnected or interfered with.

Legionella Awareness

Although the risk in most domestic properties is extremely low, tenants should take sensible precautions.

Where a property has been vacant for a period:

• Run hot and cold taps before use.
• Flush rarely used outlets periodically.
• Report excessively discoloured water or concerns promptly.

Further guidance is available from the Health and Safety Executive (HSE).

Utilities and Council Tax

Unless otherwise agreed in writing, tenants are responsible for:

• Council Tax.
• Gas.
• Electricity.
• Water charges.
• Telephone and broadband services.
• Television Licence where applicable.

Meter readings should be checked at both check-in and check-out.

End of the Tenancy

Before vacating, tenants should ensure:

• All possessions have been removed.
• The property is cleaned to the same standard as at the start of the tenancy.
• Any agreed repairs have been completed.
• Gardens are left in a reasonable condition.
• Rubbish has been removed.
• Keys are returned as instructed.

A check-out inspection may be carried out and compared against the inventory prepared at the start of the tenancy.

Data Protection

We process personal information in accordance with UK General Data Protection Regulation (UK GDPR) and applicable data protection legislation.

Your information will only be used for legitimate purposes connected with your tenancy, property management, legal compliance and associated services.

Further information can be found in our Privacy Policy.

Complaints Procedure

We are committed to providing a professional service.

If you are dissatisfied with any aspect of our service, please contact us in writing and we will attempt to resolve the matter promptly.

Where a complaint cannot be resolved internally, details of our independent redress scheme are available upon request.

As members of Propertymark, we adhere to recognised professional standards and best practice within the lettings industry.

Changes in Legislation

Residential tenancy law continues to evolve.

Where legislation changes during a tenancy, the rights and obligations of both landlords and tenants will be governed by the law in force at the relevant time. Nothing within this guide overrides the terms of the tenancy agreement or applicable legislation.

Contact Us

Clem Woodward Ltd
Paul’s House
Tower Street
Taunton
TA1 4BH

Telephone: 01823 330333
Email: [email protected]
Website: www.clemwoodward.co.uk

More Information

Tenant Fees - Revised May 2026

Holding Deposit - One week's rent - Once an application is submitted for a Property we will withdrawn from the market for 7 days to carry out references to include credit checks, bank, right to rent check, previous landlord etc.

Deposit - 5 x weeks rent.

Tenant Fee's