Frequently Asked Questions

Why do I need to do a reference?
Letting agents and landlords’ require all tenants to verify their situation regards their employment, their finances, their credit score based on a new tenancy, previous or current landlord references. In addition, they have a legal obligation to properly identity their tenants for anti money laundering regulations. A professional vetting service will do all of these processes to create an overall report of applicant’s circumstances

Why do I need a guarantor?
If you are unable to pass your letting agents affordability criteria, say if you are studying or on a lower income, a guarantor will be needed who will take on your financial responsibility for the tenancy should you be unable to pay your contractual rent

What does a guarantor need to do?
A guarantor is required to follow a similar process to a tenant applicant, on the basis that they are undertaking the reference checks to satisfy the agent/landlord that they are capable of assuming the financial position of the tenant in the event that the tenant fails in their financial responsibility. The process starts with the weblink that the letting agent has provided to the tenant / guarantor, the guarantor making payment, completing their personal details, supplying appropriate documents and submitting their application

I have paid the fee what happens next?
Making payment is the very first step of this process. This DOES NOT mean that you have completed the process.
• Once you have paid your fee, we will send you our welcome email and instructions
• We require that you complete your personal details and answer the questions asked of you
• We need you to sign the letter of authority to allow us to contact third parties
• You are required to supply appropriate documents, such as bank statements, ID documents, Pay slips, employer contracts
• You submit your application including all of the above

How long does the process take?
We are able to turn applications around very quickly, depending of course how quickly you send the necessary documents to us. In addition, we request third party information and employers and landlords for example can be slow to return information to us.

My report says I have failed what does that mean?
This does not necessarily mean that you have poor credit. It means that either you have failed the independent rental affordability and credit check, or part of your information was not verified or accurate

My credit score is different on this report compared to my own credit reference report – why is this?
Our rental assessment is NOT THE SAME as a static credit score. The check we source from external credit agencies, is a STRESS TESTED financial assessment of you taking on a new rental commitment with that risk assessed

How sure tenant fits into the process?
We are a fully independent tenant vetting specialist provider. We are NOT letting agents; rather we work with letting agents and landlords to professionally and independently assess the suitability of prospective applicants. We do not decide whether you should be granted a tenancy, rather, we assimilate the information that you have provided to support your tenancy application, to form an independent view of your circumstances

I have a question about the letting process?
Please contact your letting agent direct, as we are not involved in that process. We are an independent tenant-vetting provider only

Move in dates, deposit, lease signing, and rental payment?
Please contact your letting agent direct, as we are not involved in that process. We are an independent tenant-vetting provider only

Our data sources?
Experian, Other credit references agencies, Voters roll, Utilities Providers, ID agencies, Employer, Landlord, Bank, Landlord registry

Why do you need a letter of authority?
The letter of authority is your authority to allow us to carry a rental credit check on your behalf and allows us to gather information from other third parties, such as your employer and Landlord

What credit reference agency do you use?
We currently use Experian to provide our third party Rental Assessment Credit checks. We cannot amend or influence the outcome of the report that they provide to us

What are suitable ID documents?
Passport, Driving Licence, National ID card

I am an overseas resident
We will be unable to process a rental / credit assessment for you as you will not have a credit file in the UK if you are newly resident here. We will however carry out all of the other checks and processes to verify your application

What alternatives do I have?
Your letting agent will have provided you with alternatives, which may include the option to pay your rent in a lump sum, or to perhaps provide all of the required checks and verifications yourself

Fees?
Your letting agent will have advised you of our fee. This amount is payable by you using PayPal on our online application process and will include VAT. You may be able to recover the VAT payment if you are VAT registered

Contact methods
Phone 0330 022 9270
Email – applications@suretenant.com

Fax 0845 544 1262

Checklist (copy at end of this document)
Please see the checklist that we have emailed to you, to clarify the documents and income proof that you will need to provide to us

You are Self-employed
In particular we will need evidence of your income via your financial accounts, self-assessment or PAYE documents

You Own your own business
In particular we will need evidence of your income via financial accounts, self assessment or P60 / PAYE documents

You are Claiming benefit
In particular we will need evidence of your income and the benefits that you currently receive

You are Retired
In particular we will need evidence of your income and pension income

You are a Student
In particular we will need evidence of your income including any part time working income, parental support, funding income, bursaries, grants and so forth

Data protection?
We are registered with the Information Commissioners Office (ICO) and conform to all data protection regulations. We take the handling of your data very seriously and never share your data with any third party. All data we hold is encrypted and held on a secure server. Please see our GDPR page in the top menu of this website.

Security
We take the handling of your data very seriously and never share your data with any third party. All data we hold is encrypted and held on a secure server.

Marketing
We do not market third party products or services to our clients.

Posting documents?
We are an online/internet-based business and need all of your documentation sent to us electronically.
If your circumstances cannot allow that, you may, by prior arrangement, mail documents to us at:
Suite 58, 44/46 Morningside Road, Edinburgh EH10 4BF

VAT
We are VAT registered. Our VAT number is: 218 0725 24. If you are VAT registered you will be able to reclaim any VAT payable.

Refund policy?
If you have been unable to complete our process, perhaps because you have been unable to source your necessary documents or perhaps because you have opted not to proceed with the property that you have applied for, we will refund your fee.
If however we have completed your reference process for you, we will be unable to make any refund, having completed all of the work that we require to, if you have changed your mind about the property that you have applied for.

Affordability criteria
Affordability is based on an assessment of your circumstances relative to the cost of renting a new property.

Complaints
In the event that you have a complaint, please put this in writing to us at:
applications@suretenant.com
and one of our management team will respond to you within 8 business hours