Our Offer

Ermine Street Housing: putting the customer first

At Ermine Street Housing we aim to provide a quality service and let homes that are safe, secure and well maintained. We want you to enjoy your time with us, and be comfortable in the knowledge that your tenancy is secure provided you pay your rent and act responsibly as a tenant. 

Length of the tenancy

You will be offered a six month assured short hold tenancy. However, in some circumstances we will offer longer tenancies depending on your circumstances. We will need to carry out mid term tenancy checks, but we will not do so without you being present, unless you specifically ask us to.

Rent in advance

We will need one month’s rent in advance and the equivalent of one and half month’s rent as a deposit. (see Pets section below).  If you move in after the 15th of the month, we will charge the remainder of that month, and the following month’s rent in advance.

Deposit

Your deposit is registered with My Deposits a government-authorised tenancy deposit protection scheme. It is designed to enable landlords and letting agents in England and Wales to take and hold a deposit for the duration of the tenancy. The deposit is returnable at the end of the tenancy provided we haven’t had to incur any costs for damage or unreasonable wear and tear. We will rely on a photographic inventory as evidence.

Application and referencing and credit checks

You can apply to be an Ermine Street Housing tenant by registering an interest via this website, using the email address above,  or by applying for a specific property via Rightmove where we advertise with our partners.

When you apply we will need to obtain references and check your credit status. This is an online exercise and you will require an email address. The fee for this will be £150 and an additional £50 for all joint tenants. Everyone over 18 living in the property will be required to be tenants. This will also include the deposit registration fee. These fees are non-returnable should you change your mind and decide not to take a property or remain on our register.

Should the referencing or credits checks not be positive, then we do have the opportunity to accept rent in advance for the term of tenancy which is likely to be six months.

Guarantor fee for referencing

Should you need a guarantor for rent we will require a payment in advance of £50 to cover our costs of organising the guarantor credit check.

Pets

We will not unreasonably refuse permission for any pets, but please ask our permission first. If you are bringing a pet or pets with you at the beginning of the tenancy, you will need to tell us, and the deposit will rise to two months rent depending on the type of pet of course. We may ask you to have the home fumigated before your leave.

Tenancy renewal fee

We will not charge a tenancy renewal fee.

Check in fee and Check out fee

We will not charge a fee for checking in or checking out of the tenancy.

Change of tenancy fee

We will not charge a change of tenancy fee.

Late payment fee

We will not charge for late rent payments, however we will take swift action against you if you do not pay your rent. 

Early release fee

There will be no early release fee; we feel that it must be urgent reason if you want to leave us before the end of your term. However, we may insist on a month’s notice.

Supplying a reference fee

Should you require a tenancy reference for another landlord or agent, we will not charge you for the reference.

Complaints

We are committed to providing high quality services.

However, we acknowledge that we may on occasion get things wrong or make mistakes.

Stage 1-   is dealt with by the person receiving the complaint.To deal with our mistakes that lead to complaints we have a complaints procedure that is available on request.  Our ethos is to be open, honest and transparent, and we are committed to treating you fairly and providing a high level of service. We have a three stage complaint handling process:

Stage 2-   is dealt with by the Head of Operations, where the complainant is not satisfied with the stage 1 outcome.

Stage 3-   is dealt with by a review panel made up of at least three directors from the company's Board of Directors, where the complainant is not satisfied with the stage 2 outcome.

If we are unable to deal with your complaint, or you are not satisfied with the outcome, and your complaint is over 8 weeks old, you are able to contact Ombudsman Services and they may be able to help. Ombudsman Services is an independent dispute resolution service.

For more  information see www.ombudsman-services.org