Tenant FAQs

Who do I speak to if I have problems with my tenancy?

All our lettings agents are fully trained to deal with the majority of enquiries from tenants and are happy to help. If the property you are renting is managed by Truepenny's and you need advice or assistance regarding your tenancy you can contact us at one of the following offices:


16 Lordship Lane
East Dulwich
London, SE22 8HN

Dulwich: +44 (0)20 8693 2277
Email: dulwich@truepennys.com


38 King William Walk
London, SE10 9HU

Greenwich: +44 (0)20 8858 9595
Email: greenwich@truepennys.com


1a The Village
London, SE7 8UG

Charlton: +44 (0)20 7639 1000
Email: charlton@truepennys.com


12 East Street,

Bromley: +44 (0)208 658 5664
Email: bromley@truepennys.com


25a Brockley Cross

Brockley: +44 (0)20 7228 2888
Email: info@truepennys.com

What references do I need to get?

Referencing is standard practice when renting. The landlord or agent must ensure that you are a good match for the property.

For both a long and short let, you will be asked for a previous landlord, bank, employee and/or character references.You will also be required to produce proof of address and either your passport or two documents from the Right to Rent List, along with your Share Code if applicable.
For a short-let tenancy where a company is the tenant, you will be required to produce proof of ID for those staying at the property and a letter from the company.

Who is responsible for contacting the utility companies after I move in?

When you move into a property, you are responsible for contacting the utility companies to set up your own accounts with them. You should do this as soon as possible after you move in, but with no less than 48 hours’ notice, so that the services are not disconnected before you move in.

It’s essential to provide meter readings at the beginning and end of the tenancy.

How do I serve notice to vacate my property?

The length of notice depends on the type of tenure you have. With a fixed-term lease, you are responsible for paying rent for the entire term unless you come to an arrangement with the landlord.

However, if you have a month-to-month lease with a Truepenny’s tenancy agreement, you must give your landlord at leasttwo months’ written notice.
Notice would need to be served in accordance with your particular lease agreement by recorded delivery to the relevant Truepenny’s office. The address of the same will be found in your tenancy agreement.

What penalties will I incur should I break my lease agreement early?

The primary liability is for rent until the end of the contract or its break clause point.

If the landlord agrees to re-market the property and once a new tenant is found, then your liability will be reduced to covering the landlord’s commission and any other expenses from when the property is re-let. Payments would be calculated on a pro-rata basis for the unexpired term of the contract.

What should I do with the keys at the end of the tenancy?

Unless your landlord provides specific instructions, the keys should be taken to your local Truepenny’s office. Please ensure to return all sets and obtain a receipt, please do this on or before the last day of your tenancy.

Please note that you will be liable for rent on a daily basis until the keys are returned.

What is the Tenant Deposit Protection Service?

Your deposit will be protected by the Deposit Protection Service.
In line with legislation introduced in April 2007, all deposits paid by a tenant for an Assured Shorthold Tenancy must be registered with a recognised Deposit Protection Service within 30 days. Where appropriate, Truepenny’s will register the deposit on your behalf.

How do I renew my contract after the first year?

You should inform us 60 days before the end of your tenancy to allow enough time to arrange all the related administration.

When is my deposit returned to me?

Once the check-out has been conducted, the property has been cleaned to a satisfactory standard and Truepenny’s has received instructions regarding the deposit from the landlord, the money will be returned to your account, less any agreed deductions.

This typically takes 10 working days. Please contact the management team for further information.

Tenant fees

  • Holding Deposit: 1 weeks’ rent.
  • Security Deposit: 5 weeks rent for rent less than £50,000 per annum (rent less than £4166.66pcm);
  • Six weeks rent for rent £50,000 and over (rent over £4166.67pcm)
  • Reposit: Deposit Replacement Scheme: equivalent to 1 weeks’ rent to be paid to Reposit.
  • Change To a Tenancy Already in Place (e.g.) this may include: change of sharer, add a tenant, add a pet to be kept, etc: £50 inclusive VAT
  • Early surrender fee (this does not include exercising the break clause): ongoing rent until a new tenant is found, plus marketing costs and referencing for new tenants.
  • Late Rent Fee: 3% above the Bank of England’s base rate for each day that the payment has been outstanding for 14 days or more.
  • Lost/Damaged Keys: reasonable costs for replacement keys/security device.
  • Unsociable Hours Agent Call Out: £15 inc. VAT

Client Money Protection

It is a legal requirement for letting or property management agents to join a client money protection scheme in the private rented sector in England, and hold the clients’ money. Clients’ money must be held in an account with a bank or building society authorised by the Financial Conduct Authority.

These schemes ensure landlords and tenants are compensated if the agent cannot repay their money, for example, if they go into administration.

Please click here to see the Client Money Protection certificate for Truepenny’s Property Consultants Ltd

Please click here to see the Client Money Protection certificate for Truepenny’s Of London Ltd

Please click here to see the Client Money Protection certificate for Callcut & Co Ltd


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''Truepenny's Property Consultants'' is a trading name of:

Truepenny's Property Consultants Ltd. | Registered in England & Wales- Company reg. no. 6498038 - Registered office: 16 Lordship Lane, Dulwich, SE22 8HN
Truepenny's of London Ltd. | Registered in England & Wales - Company reg. No. 10594437 - Registered office: 38 King William Walk, Greenwich, London, SE10 9HU
Callcut & Co. Ltd. | Registered in England & Wales - Company reg. No. 08321706 - Registered office: 16 Beaufort Court, Admirals Way, Docklands, London E14 9XL