AGENT’S FREQUENTLY ASKED QUESTIONS
Will I always deal with the same person at Refrents?
Yes. You will be allocated your own Client Manager, who will be highly trained and has the authority to act on their own initiative and use their discretion when handling your applications.
They will also be happy to contact your applicants directly if required subject to your consent.
Will my Client Manager keep me updated as to how my applications are progressing?
Yes. You will receive an updated progress report each morning, detailing the status of each application you have outstanding.
Where do I send completed applications?
After your applicant has completed their form you can fax it directly to us on 0845 071 4668. You can email forms over to us to your individual Client Manager or you can also submit the application online in your Agent’s area on the Refrents website.
Can my applicant complete an application online themselves?
Yes. They can go onto the Refrents website, go into the Tenant’s area and complete an online form. They must always put your Agency name on the online form, so we know the application is for you. You will be required to let us know that the applicant will be submitting the form on your behalf to avoid anyone abusing the use of your account.
How will final assessments be sent back to me?
You can choose how you receive assessments. We can either fax or email them to you.
How long does the referencing process usually take?
We always endeavour to complete your applications within 2 working days. If this deadline cannot me met for whatever reason, your Client Manager will always inform you.
What can my tenant do to help their application process?
There are a number of factors which can delay the referencing process, many of which, your applicant can help with.
• Making sure that all details are correct on their application, ie. Direct phone numbers
• Informing their named referees that we will be contacting them
• Providing details of new employment if they know that they are leaving their current employment within the tenancy period
• Giving prior consent to referees to release information on themselves
How would I be able to determine whether or not my applicant can afford the rent?
There is a simple formula you can use to calculate the applicant’s income to rent ratio
For tenants, you would simply have to take the rental amount, multiply it by 2.5 and multiply again by 12. This would show you the required gross annual salary your applicant would need to earn.
For guarantors, you would need to take the rental amount, multiply it by 3 and multiply again by 12. This would show you the required gross annual salary your guarantor would need to earn.
What if my applicant does not work, however they have substantial savings or have an income through independent means?
We can accept those forms of income, however we would require sufficient proof and the decision on its suitability would be at the discretion of Refrents.
If a married couple applies and only one of them is working and the other is a house wife/husband. Do we still need to reference both of them?
It is advised that both of them are referenced. You would only need to carry out a credit check on the applicant is who not working and as long as a comprehensive check is carried out on the other applicant this would be acceptable.
Can my applicant see a copy of their assessment result?
No. However, if for whatever reason the applicant has failed the referencing criteria, they can write to us to obtain further information.
Who can see the assessment?
Yourselves and the landlord.
Will I always deal with the same person at Refrents?
Yes. You will be allocated your own Client Manager, who will be highly trained and has the authority to act on their own initiative and use their discretion when handling your applications.
They will also be happy to contact your applicants directly if required subject to your consent.
Will my Client Manager keep me updated as to how my applications are progressing?
Yes. You will receive an updated progress report each morning, detailing the status of each application you have outstanding.
Where do I send completed applications?
After your applicant has completed their form you can fax it directly to us on 0845 071 4668. You can email forms over to us to your individual Client Manager or you can also submit the application online in your Agent’s area on the Refrents website.
Can my applicant complete an application online themselves?
Yes. They can go onto the Refrents website, go into the Tenant’s area and complete an online form. They must always put your Agency name on the online form, so we know the application is for you. You will be required to let us know that the applicant will be submitting the form on your behalf to avoid anyone abusing the use of your account.
How will final assessments be sent back to me?
You can choose how you receive assessments. We can either fax or email them to you.
How long does the referencing process usually take?
We always endeavour to complete your applications within 2 working days. If this deadline cannot me met for whatever reason, your Client Manager will always inform you.
What can my tenant do to help their application process?
There are a number of factors which can delay the referencing process, many of which, your applicant can help with.
• Making sure that all details are correct on their application, ie. Direct phone numbers
• Informing their named referees that we will be contacting them
• Providing details of new employment if they know that they are leaving their current employment within the tenancy period
• Giving prior consent to referees to release information on themselves
How would I be able to determine whether or not my applicant can afford the rent?
There is a simple formula you can use to calculate the applicant’s income to rent ratio
For tenants, you would simply have to take the rental amount, multiply it by 2.5 and multiply again by 12. This would show you the required gross annual salary your applicant would need to earn.
For guarantors, you would need to take the rental amount, multiply it by 3 and multiply again by 12. This would show you the required gross annual salary your guarantor would need to earn.
What if my applicant does not work, however they have substantial savings or have an income through independent means?
We can accept those forms of income, however we would require sufficient proof and the decision on its suitability would be at the discretion of Refrents.
If a married couple applies and only one of them is working and the other is a house wife/husband. Do we still need to reference both of them?
It is advised that both of them are referenced. You would only need to carry out a credit check on the applicant is who not working and as long as a comprehensive check is carried out on the other applicant this would be acceptable.
Can my applicant see a copy of their assessment result?
No. However, if for whatever reason the applicant has failed the referencing criteria, they can write to us to obtain further information.
Who can see the assessment?
Yourselves and the landlord.
