Tenants’ Guide to Services and Fees

All fees mentioned below are inclusive of VAT.

We have produced this guide to inform applicants and tenants of the requirements and fees relating to a typical tenancy. Please note the charges listed below are the MAXIMUM fees that will be applied depending on your circumstances and the number of tenants. We try to be as transparent as possible in our dealings with customers so if there is anything you are not clear on, please let us know. Whilst every care is taken, changes such as seasonal promotions do occur so contact our office directly for help.

Tenancy application / references

We will ask all persons aged over 18 who wish to live at the property to complete an application form. We may take up references on all or some occupants at are discretion. We will usually take up references on those with an income. We will ask your current and previous landlords for references and your employer. We will also ask for proof of address in the following forms: either utility bill, driving licence or your previous Tenancy Agreement (if applicable). For proof of ID we will accept Current Passport and Visa Papers if applicable. UK Driving Licence may be accepted in exceptional circumstances.

To secure a property

After the viewing, you will let the negotiator know that you would like to rent your chosen property. You will give us basic information so that we can ask the landlord to approve your offer, subject to contract. It is very important you are honest at this stage as if you do not disclose something such as adverse credit history, you will not be entitled to your administration fee back. We will check with the landlord that they wish to proceed with your offer. If the landlord agrees, we will ask you for the administration fee of £360 and an amount equal to the first month’s rent. You will also be asked to fill in application forms at this stage, and given a check list to sign which details what we have agreed with you so far. Additional applicants and the guarantor, if required, are charged at £90.

To secure the property we require a retainer of one month’s rent, which allows us to withdraw the property from the market while the referencing and administrative formalities are completed. Once you move into the property the retainer will be transferred to your deposit account. On the day that you move in, you will need to pay a further one month’s money as rent in advance.

We obtain references for all prospective tenants and guarantors including gaining a credit reference for which we use Homelet or Credit Safe.

If you decide not to proceed with the proposed tenancy, or if your references or those of your Guarantors are unacceptable the administration charges are non-refundable. Additionally you will lose your retainer pro-rata based on the number of days the property has been withdrawn from the market (the date this form is completed and signed by you) For example if the rent charged is £730pcm then the daily rate to be deducted would be calculated as 730 x 12 / 365 = £24.00.

If you do not return your completed forms and ID to us within 48 hours, we reserve the right to return your monies less a deduction of £100. If your circumstances change significantly during the referencing process, this will be viewed as you having pulled out of the contract. We will have to notify these changes to the Landlord and he will not be obliged to accept you. For instance, if you lose your job or co-tenants withdraw for any reason.

If full references as requested have not been provided within 7 days of monies being paid then the Landlord may withdraw the property at his discretion and you will lose your administration fee and be charged the rent pro-rata as detailed above from your retainer.

If the landlord decides not to proceed for reasons outside of your control (i.e. the property is withdrawn from the market), your retainer of one month’s rent and administration fee will be returned.

We do not charge tenants for check-ins, inventories or check-outs.

The move-in day

Once referencing is successfully completed we will set a move-in date and ask you to transfer to our bank account the first month’s money to reach us at least the day before. Once received we will then send your tenancy agreements out electronically for signature. On the move-in day you will meet your Property Manager at the property to go through and agree the inventory, and collect your keys. If you do not have access to internet we can work with you to find alternative solutions.

Housing benefit applicants will be asked to come to the office on move-in day to sign a paper contract to take to the council and obtain the receipt. When you have the receipt, the property manager will meet you at the property.


As the tenant we suggest that you consider taking out contents insurance for your own possessions and belongings. We will however require for all tenants taking up a tenancy with PACE to provide cover for accidental damage to the landlord’s property, fixtures and fittings and possessions also known as “tenancy liability”. You will need to provide us with a copy of the policy schedule.

Utility Bills

Most our properties do not include utility bills or council tax. You will be responsible for notifying the utility companies that you are taking over the property. In your welcome letter, we will give you more information on how to do this for your area. You must also notify the council that you are liable for council tax. If the advert says “bills included” the bills will be include in the rent.

Your deposit

For managed properties, we register deposits with the Tenancy Deposit Scheme. Our registration number is G01299. You may contact them on 0845 226 7837. Their web address is www.tenancydepositscheme.com/. We do not charge for this service.

If your landlord manages the property himself, it is up to them to register the deposit and let you know where it is registered. It will say in your tenancy agreement whether we are holding it or whether the landlord is. If your landlord is holding the deposit, you should ensure that you get a copy of the certificate within the deadlines set down in law. Please see www.tenancydepositscheme.com/ for more useful information on this.


We are licensed members of both ARLA and the NAEA. We are members of the Property Ombudsman Redress scheme for lettings, sales and residential leasehold management. We follow the Trading Standards Approved code for lettings and sales.

Rent Payments

Rents are collected by standing order and you will need to set up the payment to leave your account three days prior to the rent due day. Please note that we will charge £5.00 for cash payments and £10 for payments made over the phone. There is no charge for credit/debit card payments made through our website www.pace-properties.com or online bank transfers direct to our client bank account.

Client Money

All client money is held in a separate client account and fully insured. We are independently audited annually. Our client money insurance is provided by the National Federation of Property Professionals based at Arbon House, 6 Tournament Court, Edgehill Drive, Warwick, CV34 6LG.


If you are not happy with the service you have received, please write to the branch manager at info@pace-properties.com. We will acknowledge your complaint within 3 working days and a formal written outcome will be sent to you within 21 days. If you are not satisfied with this response, please write to the Managing Director at crystal@pace-properties.com and she will investigate further and send you a Final Response within a further 14 days. If you are still not satisfied after this response, you may escalate the matter to the Property Ombudsman. Please see their website for full details: www.tpos.co.uk

Company Details

Our full company name is Pace Property Lettings & Management Ltd, and the registration number is 10354728. Our registered office is Meridian Point, 461-463 Southchurch Road, Southend on Sea, Essex, SS1 2PH.

The directors are Crystal Horwood and Bernard Horwood and they can be contacted at the registered office address. The phone number is 01702 445 600 and email is info@pace-properties.com.

Charges for defaults, damage and ad-hoc administration

  1. To pay an administration fee of £30 for each time rent is overdue.
  2. To pay interest at the rate of 10% per annum (or other specified bank rate) on any rent arrears of more than fourteen days calculated from the rent due date until the date upon which it is actually paid in full.
  3. To pay a fee of £60.00 if a re-booked appointment with PACE or an associated party is cancelled without giving us 48 hours’ notice in writing.
  4. To pay a fee of £99 to renew any subsequent Tenancy Agreement strictly payable 28 days in advance of the tenancy renewal date.
  5. For your guarantor, if any, to be re-referenced at most every 3 years at a cost of £99.
  6. To pay a fee of £30 if a cheque that is paid into our bank is returned unpaid or a standing order is returned unpaid.
  7. To pay a handling fee of £30 for any refund of overpaid rent.
  8. To agree to repay within seven days of demand any housing benefit monies that are reclaimed during or after the tenancy including any reasonable administration costs that have been incurred by Pace.
  9. To leave a fixed term contract early:
    1. £100 administration fee payable to PACE.
    2. Compensation to the Landlord pro-rata of the re-let fee that he will pay.
    3. Rent until the end of the term or a new tenant is found, whichever is the sooner.
Pace Sales


"I am a landlady with many properties and have dealt with Pace for about 10 years. Marcus is very friendly, honest, efficient and helpful and has made my letting experience extremely easy always finding me suitable tenants. I have nothing but praise for Marcus who has been with Pace many years.

Mary R

After renovating a block of 21 flats to place into our rental portfolio we instructed PACE and gave them two weeks to let all the units on a sole agency basis. They marketed the flats for a week and conducted a strict open house event on the following Sunday for 4 hours. Within this slot 15 flats were let with the remainder let the following week.

The Director of Runwood Homes

As a landlord with multiple HMO properties, I have employed the services of PACE for a number of years now as they ensure I have my required specification of tenant placed in all my rooms. I only let rooms to employed applicants and very much favour their opening hours as this attracts and accommodates the right people.

Johnathon Simons HMO Landlord

Sara is my dedicated property manager and has been for some time. I have always found Sara to be a very professional member of staff. Sara always keeps me informed and provides regular visit reports, which is important for any landlord. Sara deals with any problem that befalls her, contacting me if she needs to. Sara will discuss any problem and invariably come to a solution.

Raymond Durrant – multi property landlord

The staff are always friendly and helpful, my special thanks to Sara, we have built a very special rapport and I feel very comfortable phoning if I need anything. I feel very happy that I have one person to deal with all of my issues.

Evelin Jenkins - Tenant

We cannot stress how much we appreciate having a dedicated property manager for our properties. We live 350 miles away and also spend a great deal of the winter out of the country. To be able to phone our manager who understands our properties and how we operate is for us complete peace of mind.

Peter and Maureen Mason – Multi property landlords

I was extremely thankful I chose PACE to conduct the sale of my property and extremely grateful to Sue Mellor who worked very hard to ensure a smooth transaction. She was most knowledgeable and professional throughout, always reachable and approachable. She was able to answer all the questions I posed.

Yvonne White

I've recently purchased a property with the help of Pace. I found the staff extremely helpful and friendly. My first contact was Katie, she showed me around the property and liaised with the vendor. After, I dealt mostly with Sue Mellor. She was very knowledgeable and helpful. She kept me informed throughout the process and was the first to congratulate me on completion.

Roni Miller

I just thought I'd drop you a line about Adele Moore who is managing my flat. Adele is doing a great job and is a credit to Pace. She has done, and continues to do, exactly what she says she will do and as a customer that is exactly what I want. Adele doesn't take things at face value and investigates things when she needs to, again a thing that clients will prize.

Tony Mihill - Landlord

Thank you to the team at PACE for firstly providing excellent property management services over many years and secondly for helping me to sell my property recently.

All your hard work has been very much appreciated. Special mentions to Sara, Amy, Sue and Billy for their friendly and professional service!

Charlotte, (Property Management & Seller)