WHAT ARE THE LEVELS OF SERVICE that tenants can expect from NALS member firms?

Before your tenancy starts, the agent will:

• Have already been working to ensure that certain service standards are met. Most importantly, you can be sure that the property will have undergone all required safety checks on furnishings and gas and electrical services. Your rights and responsibilities will be clearly explained and you will have an informed and professional response to any queries you may have before or during your tenancy.


• A lettings agent who is a member of NALS displays this symbol and provides the following safeguards for your tenancy.

Before you rent the property, the agent will:

• Have provided advice to the landlord concerning any repairs or refurbishments which are necessary to put the property into a fit state for letting.
• Ensure that you are provided with copies of safety certificates on gas and electrical appliances before you become committed to the tenancy.
• Have advised the landlord of your rights and responsibilities as a tenant.
• Advise you on the necessity of ensuring that you have insurance cover for your personal possessions . You may well also be advised to have in place accidental damage cover for any of the landlord's property.
• Go with you to view unoccupied property where appropriate.
• Provide details ("a schedule" of the condition of the property plus a list of its contents and agree it with you.
• Require a deposit from you. He/she will explain the basis on which it is being held and the purpose for which it is required.
• Confirm that your deposit will be held in a separate Client's Account.
• Provide you with details of utility providers and the Local Authority in the area in order that you can arrange for accounts to be set up in your name.

During the tenancy, the agent will:

• Arrange with you in advance a time for access to the property in order to inspect the condition of the property in accordance with the tenancy agreement.
• Respond to your requests for maintenance or repairs which might in some cases have to be referred to the landlord for approval.
• Respond promptly to your queries.

Before the tenancy ends, the agent will:

• Serve you with the correct period of notice as set out in the tenancy agreement.
• Arrange to check the condition of the property and draw up a schedule to part of any deductions to be made from your initial deposit.
• Return your deposit to you as soon as possible, less any appropriate deductions.

Note: If the agent is not employed to manage the property you will have been provided with contact details of the landlord.

To locate a NALS member in your area please look on the Find an Agent section of the website.