How do I lodge a complaint?
Parklane is committed to improving the service we deliver to our customers, therefore is it vital to gain feedback when your expectations have not been met. Please view our complaints procedure on our Terms and Conditions
page for details on how to lodge a complaint.
How long in advance do we need to book if we want to look at some houses?
We need 24 hours to inform current tenants of viewings on
properties. To arrange a viewing just pop into the office, or call us on 0113
230 4949 or email the team at email@example.com
to register your interest.
Do you offer properties with bills included?
Yes, you have the option to take most of our properties with
bills included. Where you rent an individual room within a shared house
the bills are usually included: gas, water, electricity and sometimes council
tax. Phone bills are not included however in some cases internet can be
provided. Please contact our office for further details.
Can I pay my rent when I receive my student loan?
We are a private company with no association to the Student
Loans Company. When you apply to rent a property, if you wish to pay in line
with your student loan payment dates, you will need to provide us with a copy
of your student loan approval and the dates your student loan will be paid. We
will do our best to arrange collection of your rent payments in line with these
dates. If your student loan is not approved or delayed you will need to
ensure payment is made as per the terms of your signed Tenancy Agreement.
Can my parents pay for my rent?
Anyone can pay rent on your behalf. However, the legal
responsibility lies with you.
Why do you take the rent out on the 22nd when it is not due until the 1st?
It is essential that we
have cleared funds in our account by the 1st day of the due date. This period
usually allows us to collect rental payments to reach our account in time.
How do I pay the rent?
Rent is payable by direct debit. A direct debit is a
preauthorised payment under which an account holder authorises a bank to pay a
fixed amount such as a rent payment or variable amounts (such as those called
for in bills or invoices) directly to a landlord, for example, at regular
intervals. Your rent will be collected automatically once this has been set up.
How often do we have to pay rent?
If you are a student, the rent is paid in quarterly instalments.
Professionals can pay in monthly instalments.
Do you have any student 'halls' type of accommodation?
We do have a large student complex called the Triangle, details
of which can be found on our website. Rooms can be rented individually or as a
complete apartment of 5 or 6 bedrooms. www.parklanetriangle.com
Do you have any houses where I can just rent one room?
Yes we have individuals rooms to let within shared student
houses. In these you will have your own room, but will share communal
In two or more bedroom properties, can more than one person live in the same room?
No, the price is per person
in relation to the number of bedrooms in the house.
What if I do not understand the Contract?
If there are any aspects of the Contract you do not understand,
a member of the lettings team would be more than happy to go through the terms
Do we meet you at the property or do we need to come to the office for the viewing?
You can either come to the property and one of our negotiators will take you to the property, or you can meet at the property. You will be asked which you prefer when you book your viewing.
Do you do viewings on Saturday?
Yes we are open for viewings on Saturdays from 10am to 5pm.
What happens on the day I move in?
Details of what you need to do at the beginning of your tenancy
are available on ‘My Parklane’, the one stop shop on our website for everything
you need to know.
Are all properties furnished?
Yes, all properties come
furnished including kitchen appliances.
How do I notify you of any problems with the property at the start of the tenancy?
An inspector will visit your property following the return of
all of the keys from the previous tenants to record the condition and any
damage caused to the property. You will also be issued with an inventory and
Schedule of Condition which is a detailed list of all items and their condition
throughout the property. You should check that all items listed on the
inventory are present and are in the condition described on the inventory,
record any damages and return the inventory to the office within 14 days. We
will use this when you vacate your home at the end of the tenancy, so
it is important to make sure it is returned to us.
How do I go about registering the utility bills in my name?
Take a note of the meter readings and serial numbers and contact
the utility provider to register the gas, electric and water in your name. We
will also require a copy of this information.
Can I decorate?
It may be possible for you to decorate certain rooms in houses.
It is critical that you get written permission from the Manager at the office
first. There will be obvious conditions such as ensuring that the decoration is
done in a good workman like manner and make sure that paint doesn’t damage carpets or furniture.
What is an Energy Performace Certificate?
This is a document that indicates how energy efficient
and environmentally friendly the property is.
What happens if something breaks down?
Parklane will instruct HIVE Property Services, a maintenance
company that not only attends to repairs, but also provides a 24 hour emergency
call out service. To report any maintenance problems with your property, contact
Hive Property Services and give them as much information as possible regarding
the problem. They will allocate the job on a priority basis. Hive Property
Services will inform you of when a tradesman will be attending your property.
They have a set of your keys so you do not need to be present at the time, if
it is not convenient. Hive Property Services can be contacted via telephone on:
0113 224 4610 or via e-mail firstname.lastname@example.org
. If you need to visit their offices at any point their address is Unit 9, 1
Weaver Street, Leeds, LS4 2AU.
Do I need a TV licence?
It is your responsibility to purchase a TV
licence; it is against Television Licensing authority law to be without a TV
licence for any TV's within your property.
Who is responsible for changing light bulbs in my property?
This is the tenant’s responsibility and you should make sure all
light bulbs are working when you leave the property.
Should I take out contents insurance?
Yes, you are responsible for insuring any personal
possessions within your property.
Who is responsible for tending to my garden?
It is the tenant’s
responsibility to tend to the garden. This includes maintaining the grass,
hedges, weeding and generally keeping the garden tidy. If you do not maintain
the garden to a satisfactory level then Hive have been instructed to maintain
this for you and will charge you for this service. Hive will carry out a
gardening round every 4-6 weeks throughout the growing season which is
generally between April and the end of October
Are pets allowed?
Can I put a lock on my bedroom door?
We understand the need for privacy however locks on internal
doors create a whole series of issues so unfortunately in most cases we cannot
allow this. If a lock is put on a door then it will be removed and the tenant
will be charged for the removal and any damage to the doors.
Do you provide kitchen utensils or do we need to bring our own?
Our properties are fully furnished, but we do NOT provide items
such as kitchen utensils and bedding, therefore you will need to bring these
with you when you move in.
My neighbours are playing loud music all night and keeping me awake. What can I do?
Tenants are requested at all times to have respect and
consideration for all residents within their property and their neighbours.
They are requested to refrain from playing loud music and the use of abusive
language/behaviour. We will speak to them but if the problem continues, you can
also seek advice from Leeds City Council's Environmental Health dept. noise
Is the internet installed?
This varies from property to property. Please enquire at our
Can I leave the contract earlier?
On an Assured Short hold Tenancy Agreement, you're legally
bound until the end of your tenancy period. We can however consider ending your
tenancy if you have a replacement. This individual will need to meet all of our
criteria and be able to provide full guarantor details prior to the process
being complete. If you request the Landlord or Agent to re-advertise / re-let
the Property (or part thereof) then you will be liable for the marketing costs,
including £15 (inc. VAT) per viewing, £150 (inc VAT) for website/portal
marketing costs and £50 (inc. VAT) for administration costs. If you need any
further information on this process please contact a member of the lettings
Do you offer a Summer discount?
Generally we don't, but this very much depends on the particular
house that you're interested in, please ask during the viewing.
What happens if I fall into arrears?
If you are experiencing difficulties paying your rent don’t
ignore the problem and hope it will go away. The sooner you let us know of any
extenuating circumstances the quicker we can try and work with you. Please contact your
Property Consultant to discuss the situation.
Can I bring my own furniture?
To ensure that both health and safety regulations are maintained
at all times, we request that tenants do not bring their own furniture or
electrical goods into the property. All furniture or furnishings brought into
the property must comply with the Furniture and Furnishings Safety Regulations
and electrical goods should have been PAT tested (Portable Appliance testing).
The Tenant is responsible for removal of any personal items at the end of the
Can I deduct my deposit from my last rent payment?
Unfortunately not as the rent and deposit are quite separate.
The final instalment of rent is payable in full by direct debit as per the
terms of the contract.
How long are the tenancy agreements for?
Normally for a fixed term
of 12 months but this depends on the property.
Can the final utility bills be paid out of the deposit?
No. If the bills are in the names of the tenants, it is the
tenant’s responsibility to ensure the final utility bills are settled in full.
Are there any administration fees?
in lettings process:
Fees you may be liable for during the tenancy.
Parklane do not charge tenancy signing fees or upfront
administration fees for letting properties.
In some circumstances, a reasonable charge may be payable to
cover actual costs incurred by the landlord or the agency:
the tenant requests the Landlord or Agent to visit the Property because
the Tenant has lost any keys/access and cannot get into the property or is
otherwise locked there will be a maximum of £35 (inc VAT) or the actual cost of
the “out of hours” service invoice payable.
reset any alarm (unless due to the fault of the Landlord or anyone for whom the
Landlord is responsible) the Landlord or Agent reserves the right to charge a
maximum of £50 or to cover invoice costs of an “out of hours” call out service.
the Tenant requests the Landlord or Agent to re-advertise / re-let the Property
(or part thereof) then the Tenant will be liable for the marketing costs,
including £15 (inc. VAT) per viewing, £150 (inc VAT) for website/portal
marketing costs and £50 (inc. VAT) for administration costs.
the tenant loses or damages a key/access card or fob replacements will be
charged at £15 (inc VAT).
Landlord or Agent reserves the right to chargeinterest at the rate of 3% per
annum above the base rate of the Bank of England on any rent or other money
lawfully due which is in arrears for more than 14 days after the day on which
it became due (such interest to be paid both before and after any Court
Judgment). Should it become necessary to submit a claim to the County Court, additional
charges to cover all preparation and recovery costs and Court fees will be
added to the claim.
What should I do with the keys at the end of the tenancy?
You should return the keys to
our office no later than 12 noon on the last day of your tenancy. If the keys
aren’t returned, the new tenants will not be able to move in, so it is of major
importance to return all keys within the allowed timescale. If a housemate is
leaving early then please collect their keys before they depart. If your keys
are not returned, you may be charged for the locks to be changed, or you may
even have to pay to house the new tenants in a hotel until all keys have been
returned – a hassle and expense that can be avoided with planning.
Do I need to pay a deposit?
Yes a deposit is a returnable sum (subject to any charges
for cleaning / damages) and the amount payable will depend on the specific
property. The deposit will not need to be paid again should you choose to
continue your contract with Parklane in the same property.
How do I get my deposit back?
In order to facilitate the
process of returning your deposit you will need to provide proof of payment of
your final utility bills (gas, electric, water and council tax), complete with
meter readings. We need all original utility bills proving settlement of
accounts as from the last day of your tenancy. These must be stamped to show
proof of payment or accompanied by a bank statement showing corresponding
switch/cheque payment details or you can provide a letter from your supplier
explaining that your account is clear. If you are a student you should be
exempt from Council Tax but you will need to contact Leeds City Council for
What is the best way of paying the deposit?
Will I get my full deposit back?
We want to re-imburse
your deposit in full so please make sure the property is returned to us in a
condition that is clean, lettable and without damage, exceeding wear &
tear. Cleaning and removal charges are the most common deductions made against
deposits. Some housemates may depart early, leaving the remaining tenants to
clean and clear the rest of the house. This can lead to a rushed job and monies
being deducted for additional cleaning to bring the property back up to
standard. What ever you do, don’t have your moving out party the night before,
it could be very costly!!!
When should I pay the deposit?
You should pay the deposit
at the time of signing the Contract.
When can I expect to receive my deposit?
The deposit will be returned
following expiry of the Tenancy (and the return of the keys) subject to any
deduction that the Landlord is entitled to make from it. Payment of the deposit or any balance of it will be made within
10 working days of the Landlord and the Tenant agreeing the allocation of the
deposit. Please refer to the terms of your Tenancy Agreement for further
Who looks after my deposit?
The deposit is safeguarded by one of the following schemes: The
Tenancy Deposit Scheme, which is administered by: The Dispute Service Ltd,
Tenancy Deposit Scheme, PO Box 1255, Hemel Hempstead, Herts, HP1 9GN. Phone:
0300 037 1000. Web: www.tenancydepositscheme.com Email: email@example.com mydeposits
which is administered by: Tenancy Deposit Solutions Ltd, 1st floor, Premiere
House, Elstree Way, Borehamwood, Hertfordshire, WD6 1JH. Phone: 0333 3219401.
Web: www.mydeposits.co.uk Email: firstname.lastname@example.org
How is my deposit paid back?
The deposit will be paid to
you by cheque or directly into your bank account upon completion of the deposit
return process. Please provide us with a forwarding address and your bank
Do you do credit checks?
Not usually, although we do
require every tenant to have a guarantor. This needs to be someone that is a UK
resident, a homeowner and fully employed.
How can I ensure I receive all my post after the tenancy has ended?
You need to ensure that all
your forwarding addresses are provided to all necessary sources e.g banks,
insurance, credit card, utility companies. You don’t want new tenants knowing
all of your personal details so the easiest way to do this is through Royal
Mail's 'Home Redirections Service' (www.royalmail.com) to forward mail from
your old address to your new one. You will not be able to re-enter the property
once your tenancy has ended so make sure this is done a few weeks in advance.
What if I am unable to provide a guarantor?
If you do not have
anyone who can act as a guarantor, please speak to a member of the lettings
team and we will see if any alternative arrangements can be made.
I am an International student and my parents live abroad so I am unable to provide a guarantor. What can I do ?
Please talk to a member of
the lettings team to discuss making alternative arrangements.
What agreements do I need to sign?
You would sign a Fixed Term
Assured Shorthold Tenancy Agreement. Once signed, the Contract is legally
binding on all parties and you are liable for rental payments for the full
period of the Contract. Please speak to a member of the lettings team if you require
any further information regarding the Agreement.
How do I ensure I get the keys?
In order to fulfil our requirements, each tenant needs to
complete an application form and provide us with photo ID, return the guarantor
forms and additional supporting documents, complete a Direct Debit mandate and
pay the deposit and rent. Please note this must be done for all tenants under
the joint and several Assured Shorthold Tenancy Agreement. Once this process is
complete, we can issue keys to you on the day your tenancy starts.