At Touchstone we know how important your home is to you. We have compiled some frequently asked questions to help guide you through your tenancy with us as smoothly as possible.
Only customers and permitted occupiers who are listed on the tenancy can live in the property. ‘Live’ is defined by a guest staying longer than two weeks.
Yes, however you need to let us know in writing or via email.
Usually that’s no problem, you just need written permission from us first – otherwise you might be charged for re-decorating it back to the original state.
Please check with us first and we’ll need to authorise it in writing. If you go ahead without asking us, you may have to pay for the dish to be removed etc.
Very rarely, so please check with us first and we’ll need to authorise it in writing. If you go ahead without asking us, we’ll have to charge you for any works to restore the property to its original state.
Rent is generally paid by Standing Order. Contact us if you need any details or have a follow up question that isn’t covered elsewhere in this guide.
Anyone living at the property needs to be listed on the tenancy agreement and vetted by us. If you’d like to add another person to your tenancy agreement, please contact us. Please also be aware of the administration fees (shown in the fee schedule). Please ensure you have our written approval before any new tenants move in.
If you need to leave for more than 28 days, please notify us in writing. If you forget, it could have serious insurance consequences and you may be charged for any costs.
Each property is different so before you go ahead we need to confirm that everything is fine in writing.
For any queries about your tenancy agreement, please contact us.
Please contact us as soon as possible.
The building’s insurance does not cover your personal belongings, so please arrange your own contents insurance.
Please refer to contact details in the ‘Maintenance and Emergencies’ section.
Please contact us.
Please contact us in the first instance. If we can’t resolve it, you can ask for a copy of our complaints procedure.
Please contact us.
Gas: Call the Meter Point Administration Service
Telephone: 0870 608 1524
Electricity: Contact the local electricity distribution company. Then ask for the company's Meter Point Administration Service (MPAS).
North Scotland: 0800 048 3515
Central & Southern Scotland: 0330 1010 300
North East England & Yorkshire: 0845 070 7172
North West England: 0800 195 4141
Merseyside, Cheshire, North Wales & North Shropshire: 0330 1010 300
East Midlands & West Midlands: 0800 096 3080
South Wales & South West England: 0800 096 3080
London, South East England & Eastern England: 0845 601 4516
Southern England: 0800 048 3516
Northern Ireland: 03457 643 643
Please either contact your local authority or, for banding visit www.gov.uk/council-tax-bands
If it’s not clear, please contact us.
If you know your supplier, please contact them. If not, call BT on 0800 800 151.
Rent is due on the date advised in your tenancy agreement. If you think you may have any difficulties paying your rent, please contact us as soon as possible.
No, this is against the landlord’s wishes.
Friends and family are welcome to visit for up to two weeks. If it’s any longer than that then please contact us first.
Once they become an adult, you’ll need to add them to the tenancy agreement. So please contact us to sort it out.
Please contact us straightaway. Or if it’s out of office hours, please call our Emergency Helpline. If your keys can be linked to you or the property, please also inform the Police. You can check the charge for replacement keys on our fee list.
Your tenancy agreement is for a fixed period, so you need to stay at the property until the expiry date. If you need to vacate before then, unfortunately you’re legally responsible for the rent right up until the expiration date – as well as any re-letting fees.
Firstly, call the police. They’ll give you a crime reference number which your insurer will need when you contact them. Then call us. If the incident occurs outside of office hours and there is damage that requires urgent attention, please call our Emergency Helpline.
If you’re unable to resolve the matter, please contact the following:
No. Please refer all maintenance issues to us rather than sorting them out yourself.
This will depend on the landlord, but please contact us.
Please contact us in writing at least a month in advance of the date you want to leave. (This is two months in Scotland).
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