Tenants

Tenants

At Branfold, we believe that great management starts with great people. We don’t just fill vacancies; we curate communities by connecting high-calibre residents with homes they are proud to care for. By combining comprehensive background vetting with a culture of mutual respect, we foster long-term tenancies that provide stability for our landlords and a premium living experience for our tenants. 

From our 24/7 digital maintenance portal, to our commitment to fair, transparent communication, we treat every tenant as a valued customer, ensuring the landlords investment is protected by people who truly feel at home.

Managing Your Tenancy Online

At Branfold Property Management, we believe managing your home should be simple and accessible. That’s why we have partnered with Arthur by Aareon to provide you with a dedicated online tenant account.

Available 24/7 on any device, including PC and mobile app,  the portal puts you in control of your journey with us at a time and location that suits you.

Why Use the Occupant App?

  • Easy Maintenance Reporting: Report issues in seconds, upload photos of the problem, and track repair progress in real-time without needing to call the office.

  • Documents at Your Fingertips: Instant access to your tenancy agreement, safety certificates, and other essential paperwork whenever you need them.

  • Transparent Payments: View your full payment history and upcoming rent charges, and set up automated reminders to help you stay on top of your finances.

  • Direct Communication: Use our centralised hub for quick, direct interaction with our management team, keeping all your correspondence in one secure place.

  • Total Convenience: Submit formal notices, such as ending a periodic tenancy, directly through the app.

Access Your Occupant Portal

Getting started is easy. After finalising your details with us, keep an eye on your inbox for your portal invitation. Once registered, you can log in online or download the mobile app via iOS or Android to track your property performance in real-time.

Still Here to Help
While the Arthur app makes life easier, it hasn’t replaced our team. If you prefer to speak with a person, our team is always available in the office. 

You are welcome to call us at any time with your queries.

We're here when you need us

Report an issue
Emergency Support

We're here when you need us

Report an issue
Emergency Support

Need help with your rental property? Use the links below to get support…

Information for tennants

The following is a guide for you in respect of how the renting process is performed.

Information for tennants

The following is a guide for you in respect of how the renting process is performed.

When referencing tenants we usually use a trusted third-party referencing agent to conduct a comprehensive screening service. They will verify your identity, financial stability (income, credit, affordability) and rental history (previous landlord references for payment/care) and your ‘Right to Rent’. This ensures that you can afford the rent and you will be responsible, protecting the landlords investment.

  • Identity Verification: Confirm the your identity using photo ID like a passport or driving license, and conduct a right-to-rent check to ensure you can legally rent in the UK.

  • Financial Checks
    • Income: Verify income (e.g., 30x monthly rent) with payslips or an employer letter confirming salary and employment.
    • Credit Check: Look for CCJs (County Court Judgements), defaults, or a history of late payments as red flags for financial irresponsibility.
    • Bank Statements: Review 3 months statements to see spending habits, savings, and regular income.
    • Employment Reference: Get written confirmation from the employer about job stability and salary.
    • Previous Landlord Reference: Contact past landlords to ask about rent payment punctuality, property care and any disputes.
    • Affordability: Ensure your income covers the rent comfortably for the entire tenancy. 

As a minimum we will require satisfactory references from your employer (or college), a previous or current landlord and a credit reference report. If you lack sufficient income or credit, you will be asked for a guarantor for assurance.

Branfold Property Management must protect your deposit in a government-approved Tenancy Deposit Scheme within 30 days. We will then provide you with the scheme’s details and ensure any deductions at check-out are fair (for damage, cleaning, unpaid rent) with proper processes, using the scheme’s dispute resolution if needed, with strict caps on deposit amounts (usually 5-6 weeks rent).  This deposit will be treated in accordance with the Tenancy Deposit Protection regulations, and you will be provided with the appropriate prescribed information. The deposit is held to cover damage, breakages, and any other liabilities under the terms of your tenancy agreement.

You should know your rent responsibilities include paying on time (even during disputes), understanding what’s included and knowing rules for late payments and rent increases, all detailed in your tenancy agreement.

Rents are normally quoted calendar monthly and payable monthly in advance. The tenant is usually also responsible for the property Utility and Council Tax costs.

​All rents are payable by bank standing order into the Branford Property Management account.

In England, the Tenant Fees Act 2019 bans most upfront charges for residential tenants, allowing only rent, capped holding deposits (1 weeks rent) and tenancy deposits (5 weeks rent), plus specific default fees (late rent, lost keys) and bills if not included. This means referencing, admin, check-in/out fees are generally illegal. Landlords can request up to one month’s rent in advance from May 2026, but this must not be a hidden fee. 

  • Administration & Agency Fees: Charges for setting up the tenancy, renewing, or drafting paperwork.

  • Referencing & Credit Checks: Fees to check credit history, employment, or previous landlord references.

  • Inventory & Check-out Fees: Costs associated with preparing an inventory or inspecting the property at the end of a tenancy.

  • Guarantor Fees: Charges for processing a guarantor.

  • Professional Cleaning & Gardening: Mandating that tenants pay for professional cleaning or gardening services, especially at the end of a tenancy.

  • Viewing Fees: Charges for visiting a property.

  • Pet Fees: Costs for de-fleaing or extra cleaning as a condition of keeping a pet. 

Emergency Support & Out-of-Hours

If you are currently experiencing an emergency at your property, please follow the steps below immediately.

In any situation involving fire, crime in progress, or a life-threatening medical emergency:

  • Call 999 immediately to reach the Police, Fire, or Ambulance services.
  • Fire: Evacuate the building following your Fire Safety Plan and do not return until authorised.

If you smell gas or suspect a carbon monoxide leak:

  1. Call the National Gas Emergency Service on 0800 111 999.
  2. Open all windows and doors.
  3. Extinguish all naked flames and do not turn any electrical switches on or off.

Once you have contacted emergency services (if applicable), notify Branfold Property Management.

  • Office Hours (9am–6pm, Mon–Fri): Call 020 3963 8778.
  • Out-of-Hours Service: Call 07517 000 549.

Under UK regulations, an emergency is an unforeseen issue that poses an immediate risk to life, health, or significant structural damage.

  • Severe Flooding: Burst pipes or major leaks that cannot be contained.
  • Total Loss of Heating/Hot Water: Especially between 1 November and 31 March, or for vulnerable tenants.
  • Security Breach: Broken external doors or windows making the property insecure.
  • Electrical Hazard: Total power failure or dangerous exposed wiring.
  • Sanitation: Total blockage of the property’s only toilet.

Before you call, please take these mitigation steps if safe to do so:

  1. Shut off Utilities: Know the location of your internal stop tap (water) and fuse board (electricity).
  2. Document: Take photos and videos of the damage to assist with insurance and contractor triage.
  3. Check Documents: Refer to your Tenancy Agreement for any property-specific shut-off instructions.

Important Notice on Liability
The out-of-hours service is for genuine emergencies only. If a contractor attends and determines the issue was not an emergency (e.g., a dripping tap or lightbulb change), the tenant may be liable for the full call-out charge.