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Tenant Fees, Client Money Protection & Redress

This page outlines all fees that may apply to tenants, details of our Client Money Protection (CMP), and information about the redress schemes we belong to.

Tenant Fees

In accordance with the Tenant Fees Act 2019, we only charge fees that are legally permitted.

The following fees may apply:

Tenancy deposit

equivalent to 5 weeks’ rent (or 6 weeks’ rent where annual rent is £50,000 or more)

Holding deposit
  • £300 – Discount Market Rent (DMR) scheme properties
  • £300 – Studio apartment
  • £400 – One-bedroom property
  • £450 – Two-bedroom property
  • £550 – Three-bedroom property
  • Or one week’s rent (whichever is lower)

Default fee for late payment of rent

charged if rent is more than 14 days overdue, at 3% above the Bank of England base rate

Default fee for lost keys or other security devices

charged at the actual cost of replacement

Variation of contract (tenant request, subject to landlord approval)

£50 or reasonable costs if higher

Costs are inclusive of VAT unless noted otherwise.

Full details and costs for each fee will be provided clearly before you enter into a tenancy.

Client Money Protection (CMP)

AWOL Private Limited is a member of a government-approved Client Money Protection scheme. This protects any money we hold on behalf of our clients and tenants where we are acting as an agent.

This protection does not apply to tenancies operating under our Discount Market Rent (DMR) scheme managed by AWOL London Limited.

You can view our CMP certificate here:

Redress & Complaints

We are committed to resolving any issues quickly and fairly. If you have a complaint, please contact us in the first instance so we can attempt to resolve the matter internally.

If we are unable to resolve your complaint, you may escalate it to an independent redress scheme.

Our Memberships

AWOL Private Limited is a member of The Property Ombudsman (TPO), a government-approved redress scheme for letting agents.

This means:

  • We follow a recognised Code of Practice
  • We are subject to independent review
  • You can escalate complaints to TPO if unresolved internally

AWOL London Limited works in accordance with the Housing Ombudsman Service, particularly in relation to social housing.

This includes tenancies that fall under our Discount Market Rent (DMR) scheme.

 

Further Information

For full details on how and when to escalate a complaint to either scheme, please refer to our complaints policy