FAQ

1) You are an online agent, but do you have an office where we can meet face to face?
No. Apart from meeting us to view a property for rent, there is very little reason or need to meet as everything including signing the tenancy agreement, is done online. We are happy to meet face to face if you prefer, by appointment at your convenience daytime or evening, either at your home or at our registered address.
2) How do we know that you are a legitimate lettings agent?
What confidence / protection do we have, if we pay any monies over to you?
We are a legitimate lettings agent who are committed to and bound by a code of practice as members of UK Association of Letting Agents (UKALA), Membership No.145671.

Feel free to contact UKALA or visit them online UKALA and enter the membership number in the search field to verify.

We hold client money protection cover with CM Protect, which protects landlords and tenants against the theft of their money, while in the custody and control of an agent.

We also have professional indemnity cover underwritten by Hiscox Insurance Company.

We would never intentionally do anything wrong to warrant you having to resort to taking action using one of the above measures, but the covers are in place for your protection and peace of mind.
3) How much is the holding fee?
Equivalent to two (2) weeks rent.
4) I am about to transfer money to cover the holding fee, referencing fees and agent admin fees. What happens if:
I change my mind?
The entire deposit will be forfeited.
5) What if the referencing agency does not approve my application?
We will raise the issues with you pertaining to your failed application and endeavor to address them. Failure to find a satisfactory solution will result in all fees paid being forfeited.
6) What if the Landlord changes their mind?
The holding fee and agent admin fees will be refunded to you in full, within 48 hours.

Please note: Purplekey will not accept a deposit unless it is confident you have a high chance of success (subject to your application form being true and accurate), having done a screening interview prior to the viewing and reviewed the application prior to submitting the same.
7) How long will it take for the tenant referencing process to be completed / how long before we know if we have been approved?
48 hours to complete tenant referencing subject to prompt referee responses. One (1) additional day to get Landlord approval.
8) Is the personal information provided to you in the application form kept confidential?
All personal information supplied to us will be kept in the strictest confidence and held in compliance with the Data Protection Act 1998. Once you have submitted the application form, you authorise us to share this information with the landlord in order for us to obtain their approval for the tenancy.
9) How much is the deposit, how long is it held, what is it used for and how do you safeguard it?
Equivalent to six (6) weeks rent. It is held for the duration of the tenancy and can be used against a default on rent or damage to the property.

All deposits for Assured Shorthold Tenancies (AST’s) are lodged with and protected by the Deposit Protection Service DPS). This is a custodial tenancy deposit scheme, set up to protect both landlords and tenants with regards to the return of deposits, subject to the property being returned in the same condition as when you moved in, with the exception of fair wear and tear and no rent or other monies pertaining to the tenancy being outstanding.
10) You don’t have an office, so how do we sign the tenancy agreement?
Electronically signed online. You will receive a draft tenancy agreement by email for your review followed by the final tenancy agreement via docusign for your digital signature. No need to print, just sign and submit.

Once all parties including the witness have signed, it will be automatically sent to the landlord for signature. Finally you will receive a completed copy of the agreement, which in its electronic form is still legally binding.
11) When can we have the keys?
Once monies have been received in full and the tenancy agreement has been signed, arrangements will be made for you to meet with the inventory clerk to carry out the check-in. They will hand over the keys to you during the check-in process.
12) We have received the inventory / check-in report by email, prepared by the inventory clerk. What do we do with it?
You would have gone through the report with the clerk during check-in, but walk around the property and review the report making any amendments as necessary. Once satisfied with the report, sign it within seven (7) days and return by email to the clerk and to us. Retain a copy for your own records as it will be used when you vacate.
13) How and when is the rent paid?
Your rent is payable monthly in advance in accordance with your Tenancy Agreement. All tenants are jointly liable for all rent. Do not pay odd amounts. The rent payment should be set up as a standing order, with the money to come out three (3) days before the due date to ensure payment is received on the due date.

Regardless of when the tenancy agreement commences, the rent will always be due and payable on the 1st of every month.

A pro rata calculation will be done for tenancies that start during the month, to take the rent up to and including the day prior to the 1st of the next month.

The pro rata amount will be paid with the initial months rent at the commencement of the tenancy.

If, for any reason, you are experiencing difficulty and you know your standing order will not go through in any given month, due to insufficient funds in your account, please contact our office immediately.
14) Will the Landlord’s insurance cover damage or loss of our belongings?
No. Landlord’s building and contents insurance does not cover damage to or loss of your possessions, even if the loss was caused by a problem with the premises.

It is your responsibility to insure your own personal items of clothing, furniture, etc. We strongly recommend that you take out home contents insurance cover.
15) How can we request a repair or maintenance to the property?
On our website there is a “Request repairs / maintenance button. You will be redirected to a repairs and maintenance form where you can log the details of the request. The request is immediately emailed to us for attention.
16) Do we have to request the repair online or can we call you instead?
Yes. You can call our office at anytime, especially when there is an emergency.
We recommend non-urgent requests are sent via our website, so everything is recorded and time / date stamped to ensure nothing slips through the net and repairs are dealt with in a timely manner.

This system also allows you to request a repair at a time convenient to you 24 hours a day, 7 days a week.
17) What do we do if we want to renew our tenancy?
Please let us know about eight (8) weeks prior to expiry of the tenancy agreement, you would like to continue renting the property. We will prepare a new tenancy agreement for you to sign.
18) What do we do if we want to vacate?
We will need to market the property for rent, so please let us know about eight (8) weeks prior to expiry of the tenancy agreement. Access will be required for viewings and we will always give you at least 24 hours notice.
19) What happens if two of us are sharing a property, one of us wants to leave and the other wants to continue renting?
You would be responsible for finding suitable tenant to replace the person vacating and take over the tenancy agreement.

The prospective tenant will need to submit an application for tenancy, go through tenant referencing, recommended for approval by the referencing agency and be approved by the landlord.

An inspection will be carried out to assess the condition against the original check-in report and providing there is no change in condition aside from fair wear and tear, the incoming tenant will need to agree to be bound by the original check-in report.

A new six (6) week deposit will be taken from the existing and new tenant and upon receipt will replace the original deposit that will be authorised for release from the Deposit Protection Service.

We will draft a new tenancy agreement for the remaining or new term, for signature by the existing and new tenant.



We hope that you enjoy your new home and have a trouble free tenancy. We will do whatever we can to make your experience a positive and enjoyable one.

Should you have any questions that are not answered above, please feel free to contact our office on 020 3637 0888 and we will be happy to answer them.
" huge thank you for all your help and in future you will definitely be my first choice " Emanuel Fontoura
" I am thankful for his excellent service " Annie Jiang
" Steven is adept at finding good tenants and keeping them happy so that letting the property has been trouble free. " Robert C. 
" It has been an absolute pleasure living in the flat, it is in brilliant condition, comfortable and a great location. " Laura Marcus & Lewis Csizmazia