Frequently asked questions

Collecting the rent, being the contact point for the occupier, organising repairs, carrying out periodic inspections, issuing statements, and handling renewals and notices. The precise scope is listed in the written proposal, because owners want different levels of involvement and it is better to be specific than to assume.

Fees depend on the service selected and the property concerned, and are quoted in writing before any instruction is accepted. We set out what is included, what is charged separately, and when each charge arises. No fee is payable for an initial discussion or a written proposal.

You do, above an agreed figure. We normally agree a limit at the outset — routine jobs below it proceed immediately so the occupier is not left waiting, and anything above it is quoted and referred to you for approval. Genuine emergencies affecting safety are dealt with first and reported straight away.

Arrears are followed up promptly and you are told as soon as a payment is missed rather than at the end of the month. We keep a written record of contact and, where matters are not resolved, advise on the formal steps available. We do not take legal proceedings without your instruction.

Landlords of rental property in Wales must register, and must either be licensed to carry out letting and management work themselves or appoint a licensed agent to do it. The requirements come from Part 1 of the Housing (Wales) Act 2014 and are administered by Rent Smart Wales. We can explain how this applies to your situation, but you should confirm your own position directly with Rent Smart Wales.

As a general position: a gas safety record renewed annually where there are gas appliances, an electrical installation condition report, a valid Energy Performance Certificate, and working smoke and carbon monoxide alarms. Additional duties can apply depending on the property. We confirm the applicable list for each property before marketing begins.

Email info@tyadref.online or call +44 7507 789883 with the address and a description of the problem. Photographs help. Urgent matters affecting safety — a gas leak, a serious water escape, loss of electrical supply — should be reported by telephone, and if there is immediate danger contact the relevant emergency service first.

Identity and right-to-rent checks, affordability assessment, and references which usually include a previous landlord and an employer or equivalent. We tell you what is needed at the outset so nothing is requested at the last minute.

Where a deposit is taken on a residential let, it is protected in a government-approved tenancy deposit scheme and the prescribed information is provided to you. At the end of the occupancy the deposit is reconciled against the inventory and schedule of condition, and any proposed deduction is explained in writing. Disputes can be referred to the scheme's free adjudication service.

That depends on the terms of your occupation contract and on the owner's position. Ask us before doing anything, and we will put the request to the owner and confirm the answer in writing. Permission given verbally is not much use to either side later.

Write to us at info@tyadref.online setting out what has happened. We will acknowledge it and respond substantively. Where the matter concerns regulated letting or management work and you remain dissatisfied after our final response, it can be referred to the approved redress scheme we belong to; we will give you those details on request.