Moving into a new home is a special time

We want to make that experience the best it can be. We take our role as intermediary very seriously which is why we have developed our range of services with tenants in mind.

What do tenants want?

We worked out early on that our tenants shared the same problems and worries as landlords albeit, from a different perspective.

These worries included;

  • Rent and rent arrears
  • Decent and safe home
  • Increasing costs
  • Disrepair and antisocial behaviour
  • Good communication
  • Is it a safe enviroment

That is why we created a company where tenants are at the heart of everything we do. We know that if our tenants are happy and managing their tenancies, then our landlords will be happy too.

The main priorities that our landlords have,are that we find tenants who will look after their properties, don’t cause problems in the neighbourhood and pay their rent on time.

Flexible viewings

Booking a viewing is simple and can be done anytime online or over the phone. We’ll work  around you in order to agree a suitable time.

Please be aware that during the current Coronavirus pandemic we will be doing things slightly differently. Rest assured that we will have everyone's safety as an absolute priority. 

Maintaining high standard accommodation

We provide quality accommodation and ensure compliance with the latest legislation, regularly inspecting properties.

We’ve made it quick and easy for you to report repairs

Our repair reporting system is available through smartphone, tablet and computer without download.

Key features

  • 24 hours / 365 days per year
  • Choose from 32 Languages
  • Out of hours Emergency Response
  • “How to Guides” where you can fix the problem yourself
  • Quicker repairs and maintenance
  • Response to request within 5 minutes


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Renting Terms and Conditions

Holding Deposit (per tenancy): One week's rent. This is to reserve a property. Please Note: This will be withheld if any relevant person (including any guarantor(s) withdraw from the tenancy, fail a Right- to-Rent check, provide materially significant false or misleading information, or fail to sign their tenancy agreement (and / or Deed of Guarantee) within 15 calendar days (or other Deadline for Agreement as mutually agreed in writing).

Security Deposit (per tenancy. Rent under £50,000 per year): Five weeks' rent. This covers damages or defaults on the part of the tenant during the tenancy.

Security Deposit (per tenancy. Rent of £50,000 or over per year): Six weeks' rent. This covers damages or defaults on the part of the tenant during the tenancy. 

Unpaid Rent: Interest at 3% above the Bank of England Base Rate from Rent Due Date until paid in order to pursue non-payment of rent. Please Note: This will not be levied until the rent is more than 14 days in arrears.

Lost Key(s) or other Security Device(s): Tenants are liable to the actual cost of replacing any lost key(s) or other security device(s). If the loss results in locks needing to be changed, the actual costs of a locksmith, new lock and replacement keys for the tenant, landlord any other persons requiring keys will be charged to the tenant. If extra costs are incurred there will be a charge of £15 per hour (inc. VAT) for the time taken replacing lost key(s) or other security device(s).

Variation of Contract (Tenant's Request):£50 (inc. VAT) per agreed variation. To cover the costs associated with taking landlord's instructions as well as the preparation and execution of new legal documents.

Change of Sharer (Tenant's Request):£50 (inc. VAT) per replacement tenant or any reasonable costs incurred if higher. To cover the costs associated with taking landlord's instructions, new tenant referencing and Right-to-Rent checks, deposit registration as well as the preparation and execution of new legal documents.

Early Termination (Tenant's Request): Should the tenant wish to leave their contract early, they shall be liable to the landlord's costs in re-letting the property as well as all rent due under the tenancy until the start date of the replacement tenancy. These costs will be no more than the maximum amount of rent outstanding on the tenancy.

If you any questions on our fees, please ask a member of staff.


Frequently Asked Questions

What references do you require?

We will ask for your address history for the last three years and we will complete a credit check on each individual tenant. We will also require a reference from your existing Landlord or Letting Agent (if you are currently renting) as well as a written reference from your employer. If you are self-employed, we will ask for an accountant’s reference and most recent set of submitted accounts, in addition we will ask for three months bank accounts.

What is an assured short-hold tenancy?

The tenancy that  you sign will be an Assured Shorthold Tenancy, which means that you can stay in the property for the period of the contract (provided you meet all the obligations of the tenancy). If the landlord wishes to end the tenancy you will be given two months’ notice to quit the premises.

Please be advised that during the Covid - 19 Pandemic, the Notice period has been extended to three months notice.

How often will the property be inspected?

We have an obligation to conduct regular inspections of all tenanted accommodation. This is to ensure the property is not in need of repair, that you are looking after the property and discuss any problems you may be experiencing. You will be given at least 24 hours notification when an inspection is due to be conducted. 

We will inspect all properties at least once every 6 months.

Please know, that property inspections are for your benefit as much as your Landlord's, so your cooperation is encouraged - after all, it's not very often and the Inspector may pick up issues for your Landlord to address that you had not even been aware of.

What happens if there is a maintenance issue?

We found that many tenants worry about repairs, often believing, that landlords don’t care or that they will increase the rent if they have to spend money on a repair. We are landlords ourselves and know this is not true for most landlords. Therefore, we have  invested heavily in a 24/7 reporting system with full back end support.  All of our tenants can get the latest advice and easily report a repair or maintenance issue in over 32 languages at any time.

Key features

24 hours / 365 days per year

Choose from over 42 Languages

Out of Hours Emergency Response

“How to Guides” where you can fix the problem yourself

Quicker Repairs and Maintenance

Response to Request Within 5 Minutes

In the event of any maintenance being required, simply, complete the online Repair Report at the earliest possible time in order to minimise any problem that could subsequently arise. Your Landord will be notified straight away of the issue, and their instruction sought to rectify the problem as soon as possible. Simple precautionary procedures should then be taken by you/the tenant, to prevent any additional problem arising e.g. turn off water at the stopcock if necessary, isolate electric or gas supplies at the mains where required.

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Can I have a pet?

You cannot have any pets unless you have written permission from your Landlord/Norman Galloway Lettings. 

You must consult us prior to obtaining a pet and submit a written request to have a pet stating age/type/breed.

Find our more in the following blog:

Can A Landlord Refuse Pets in The Uk?

Do I need insurance?

YES! You should consider taking out contents insurance to cover accidental damage to the Landlord’s contents, buildings, fixtures and fittings. The landlord is responsible for insuring the building.


You are also advised to consider contents insurance for your own possessions.

What deposit is required and how will I get it back?

The Deposit normally equates to 5 weeks rent and will be held throughout the tenancy in a government approved deposit scheme and will be returned at the end of the tenancy subject to the property being left in a good condition without any claim for potential damages beyond fair wear and tear.

How is the rent paid?

As a tenant you are responsible for ensuring that the rent is paid in full and on time. We advise our tenants to consider setting up a standing order for the rent each month, which will mean payments are paid directly from your bank to our designated account.  

You will need to cancel the standing order at the end of your tenancy when all your rents have been paid up to date.

Who is responsible for Council Tax and other bills?

Utility bills, including Council Tax is your responsibility unless stated otherwise in the tenancy agreement. You can change your energy supplier if you wish, however you are not permitted to change the type of meter, for example from a pre payment meter to a credit meter and visa versa. 

You will be required to ensure that all utility accounts are closed when your tenancy ends and that your utility bills are all finalised and paid in full.

How much do I need to pay to reserve a property?

Once the Landlord has agreed to accept your application (subject to references and contract) we will ask for a holding deposit equating to one week’s rent. Upon successfully passing the referencing stage of the application, the holding deposit paid will count towards the total balance of rent and deposit owed before the tenancy start date. You risk losing your deposit in the event that; you provide inaccurate or misleading information on your application, fail a right to rent check, do not take all reasonable steps to enter into a tenancy agreement or unilaterally withdraw your application. 

Do you accept Housing Benefit/Universal Credit?

It’s not a problem if you are claiming Housing Benefit/Universal Credit,  so please don’t worry. The main advice we can give you, is to complete the application form honestly and include as many details as possible about all of the income that you get.

We will look at the Local Authority Housing Rates that you will be entitled to, so it is important to tell us all about who will be living in the property. This will help us to assist you with your application. 

Click the following link to read our blog and find out more:

Can I Private Rent on Benefits?

Do I need 'Right To Rent' Checks?

Please don’t be worried when we ask you for proof of your ‘Right to Rent’ as the law requires us to do this. Every tenant that rents a property has to do this in England. Even if you are a British Citizen.  Where you are not an EU Citizen you will be required to provide a vaild visa. Your Landlord has to have proof of the 'Right To Rent checks' for all adults living in the property. 

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