Tenant Help Centre
Everything you need to know about your tenancy — from moving in to moving on. Select a topic below to get started.
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Who is my main point of contact throughout my tenancy?
Contact & Admin
Your dedicated Property Manager is on hand to assist you with any questions or concerns during your tenancy. You can reach the Property Management Department at pm@cameron.co or by calling 01895 444544, Monday to Friday, 9:00 am – 5:00 pm. We are always happy to help.
When can I expect to receive my inventory and check-in report?
Contact & Admin
Your inventory and check-in report will be sent to you by email from SRP Inventories shortly after you move in. You will have 7 days to carefully review the report and note any comments, discrepancies, or omissions before it is locked for editing. We encourage you to take your time with this important step.
I cannot locate my inventory email — what should I do?
Contact & Admin
As the report is sent directly from the SRP Inventories portal, it can occasionally be filtered into your junk or spam folder. Please check there first. If you are still unable to locate it, please do not hesitate to contact your Property Manager and we will be happy to assist.
Will my Council Tax account be set up in my name automatically?
Contact & Admin
Yes. We will notify the relevant local authority of your tenancy on your behalf for Council Tax purposes, so there is nothing you need to arrange in this regard.
Can Cameron recommend a professional cleaning company?
Contact & Admin
Yes, we are delighted to help. If you would like to arrange a one-off, periodic, or regular professional clean for your property, please get in touch with your Property Manager and we will gladly recommend a reliable and trusted cleaning company.
Will Cameron inform the water supplier that I have moved in?
Utilities
Yes. We will notify your water supplier that you have taken up residence at the property, so that account is taken care of from the outset.
Which utility accounts am I responsible for setting up myself?
Utilities
As a tenant, you are responsible for arranging your own accounts for electricity, gas, internet and broadband, your TV licence (where applicable), and any other services you require. We strongly recommend setting these up as early as possible to ensure there is no interruption to your services upon moving in.
How do I find out who my current gas and electricity suppliers are?
Utilities
The quickest way to identify your energy suppliers is to search online for "Find My Supplier". This will direct you to the appropriate national tool to identify your property's registered providers.
My property has a communal heating system — am I still responsible for those costs?
Utilities
Yes. Even where your property benefits from a communal or district heating and hot water system, you remain responsible for paying for your own usage. Full details of the billing arrangements will either be sent to you by post or communicated directly by your Property Manager after your tenancy commences.
What is the correct way to report a maintenance or repair issue?
Maintenance
To ensure all issues are efficiently resolved and properly recorded, we ask that all repair and maintenance requests are submitted through our dedicated online portal at cameron.co/report-maintenance. Please provide as much detail as possible and include photographs where you can — this helps us resolve the matter as swiftly as possible.
There is a problem in a communal area of my building — who should I contact?
Maintenance
For matters relating to communal or shared areas — including lifts, communal lighting, entry systems, hallways, bin stores, parking areas, or external grounds — please contact the block managing agent directly. Their contact details should be displayed within the communal areas of your building. Reporting directly to them ensures the fastest possible resolution.
What should I expect when a contractor requires access to my property?
Maintenance
Where maintenance, compliance, or safety work is required, you will ordinarily be contacted directly by the contractor to arrange a mutually convenient appointment. Please ensure that either access is authorised via management keys, or that someone is present at the property on the agreed day. Please be aware that missed appointments may result in aborted call-out charges for which you could be held responsible.
How regularly should I test the smoke, heat, and carbon monoxide alarms?
Safety
For the safety of yourself and those around you, we strongly recommend that all smoke, heat, and carbon monoxide alarms are tested on a monthly basis to confirm they are in full working order. As a tenant, you are also responsible for replacing batteries as and when required to ensure these alarms remain operational at all times.
What safety and compliance inspections might take place during my tenancy?
Safety
During your tenancy, we may be legally required to arrange a number of compliance and safety inspections at the property. These can include checks relating to gas safety and boilers, electrical installations, smoke, heat and carbon monoxide alarms, ventilation systems, and any other legally required assessments. We will always provide you with appropriate advance notice, and a qualified contractor will require access to carry out these inspections.
Will I be asked to provide Right to Rent documentation again during my tenancy?
Tenancy
Yes. We have a legal obligation to ensure that all tenants continue to hold the Right to Rent in the UK throughout the duration of their tenancy. You may therefore be contacted and asked to provide updated documentation or a valid share code for verification. We appreciate your cooperation with this requirement.
Should I expect property inspections or visits during my tenancy?
Tenancy
Yes. We carry out periodic property visits to ensure the property is being well maintained and to identify any concerns. We will always provide you with advance notice of any scheduled visit. If an inspection is unable to proceed due to cancellation or a refusal of access, we may be required to inform the landlord.
Am I able to arrange for an additional key to be cut for the property?
Tenancy
Additional keys may only be provided with the prior written authorisation of the landlord. Tenants must not arrange for keys to be cut or duplicated without this permission in place. Please contact your Property Manager if you would like to make this request and we will be happy to look into it on your behalf.
How do I formally serve notice to end my tenancy?
Tenancy
To end your tenancy, you are required to provide a minimum of two months' written notice to your Property Manager. Your notice period must expire either on your rent due date or the day before, in line with your tenancy agreement. We encourage you to contact your Property Manager before serving notice to confirm the correct dates and avoid any complications.
Why is it important to keep my home well ventilated?
Looking After Your Home
Given the UK's climate, it is essential that your home is adequately heated and ventilated throughout the year. Good ventilation helps to prevent the build-up of condensation, which can lead to mould and damp — issues that can affect both the condition of the property and your personal health and comfort. Any installed ventilation or air circulation systems should remain switched on continuously unless you have been specifically advised otherwise.
How can I help prevent condensation, mould, and damp in my home?
Looking After Your Home
There are several straightforward steps you can take: always use extractor fans when cooking, bathing, or showering; avoid drying laundry on radiators; use pan lids when cooking; keep trickle vents on windows open; and ensure your home is adequately heated, particularly during cooler months. If you notice any signs of mould or damp, please report this promptly via our maintenance portal.
Am I responsible for replacing light bulbs in the property?
Looking After Your Home
Yes. The replacement of light bulbs, fluorescent tubes, and similar consumable items is the tenant's responsibility throughout the tenancy. Please ensure you use the correct fitting and wattage, and replace bulbs promptly to keep the property well maintained. If you are ever unsure about a fitting, please do not hesitate to contact your Property Manager.
What are my responsibilities when it comes to keeping the property clean?
Looking After Your Home
Tenants are expected to maintain a reasonable standard of cleanliness throughout the tenancy. This includes regular cleaning of all rooms, kitchen appliances, bathroom fittings, and windows (where safely accessible). At the end of your tenancy, the property will be assessed against the original inventory, so it is important that it is returned in the same clean condition. We are happy to recommend a professional cleaning company if you would like support with this.
How should I look after the heating system in the property?
Looking After Your Home
To keep the heating system running efficiently and avoid frost damage during winter, please ensure the heating is kept on a low setting even when you are away for extended periods — we recommend a minimum of 12°C. Bleed radiators if they are not heating up evenly, and report any faults with the boiler or heating system through our maintenance portal as soon as possible. Please do not attempt to service or adjust the boiler yourself.
What garden or outdoor maintenance am I responsible for?
Looking After Your Home
Where a property includes a private garden, patio, or outdoor space, tenants are generally responsible for keeping it tidy and well-maintained throughout the tenancy. This typically includes regular lawn mowing, weeding, and ensuring the space is kept free from rubbish or waste. Your specific responsibilities will be outlined in your tenancy agreement — please contact your Property Manager if you are unsure.
What small repairs and day-to-day tasks am I expected to handle as a tenant?
Looking After Your Home
As a tenant, you are responsible for a number of routine maintenance tasks, including replacing light bulbs, smoke alarm batteries, and fridge water filters; keeping drains and plugs clear of debris; and ensuring the property is adequately ventilated and heated to prevent damp. Any repairs beyond routine upkeep should be reported through our maintenance portal and will be assessed accordingly.
What do I need to do about my standing order when I move out?
Moving Out
After making your final rental payment, please remember to cancel your standing order if one has been set up. This is your responsibility as a tenant, and failure to do so may result in additional funds being debited from your account that will need to be refunded — causing unnecessary delays. We recommend doing this on or shortly after the day your final payment is made.
How will my check-out appointment be arranged?
Moving Out
An Inventory Clerk will contact you closer to your move-out date to arrange a suitable time for your check-out appointment, which will take place on the last day of your tenancy. If that date falls on a Sunday or Bank Holiday, the check-out will be conducted on the working day before or after. Please confirm your appointment with the Clerk at least five days in advance to ensure everything runs smoothly.
What keys and access items do I need to return on my last day?
Moving Out
All keys, entrance fobs, parking fobs, and parking permits (where applicable) must be ready for collection by the Inventory Clerk on your last day. Please ensure every set is accounted for.
Please note: Failure to return any of these items may result in a charge against your deposit. Replacement costs can be up to £80 per item, so it is important nothing is overlooked.
How do I close my utility accounts and settle final bills when I leave?
Moving Out
On your last day, please take meter readings for gas, electricity, and water, and use these to close your utility accounts and settle all final bills with your providers. You should also notify your local council tax department of your vacate date and ensure any remaining balance is paid. Failing to close accounts promptly may result in ongoing charges being attributed to you after your tenancy has ended.
What standard does the property need to be in when I leave?
Moving Out
You are contractually obliged to return the property in the same condition as at the start of your tenancy, taking into account fair wear and tear. If the property was professionally cleaned at the outset, it must be returned to the same professional standard. If you use a cleaning company, please provide a copy of the receipt to the Inventory Clerk or the Property Management Team. We can recommend trusted cleaning companies if required.
What should I check before handing back the property to avoid deposit deductions?
Moving Out
To give yourself the best chance of receiving your deposit back in full, please work through the following before your check-out:
- Thoroughly clean all rooms, including carpets, white goods, and mattresses (sanitisation required where applicable)
- Replace all light bulbs throughout the property
- Remove all personal belongings from every room, cupboard, fridge, and freezer
- Return all furniture to its original position or room as per the check-in inventory
- Complete any minor repairs that are your liability (e.g. loose handles, small scuffs)
- Leave the garden tidy and well-maintained, in line with your tenancy agreement
A helpful reminder: While tasks like replacing a bulb or tightening a handle are inexpensive to do yourself, contractors charge call-out fees to attend the property — which can significantly increase the overall cost of any deductions.
How will any deposit deductions be handled after I move out?
Moving Out
Once your check-in and check-out reports have been compared, your Portfolio Manager will inform you in writing of any proposed deductions. You will have the opportunity to agree to or negotiate these in writing before any amounts are confirmed. We aim to handle this process fairly and transparently, and we encourage you to raise any queries or concerns with us directly.
How do I arrange for my deposit refund to be returned?
Moving Out
To help us process your deposit refund as promptly as possible, please confirm in writing how you would like the refund to be allocated between tenants. If the full amount is to be paid to one tenant, all other tenants must provide written confirmation of their agreement. Please also provide the bank account details to which the refund should be sent. Any delays in providing this information may slow down the refund process.
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