I have filled in the required details and uploaded the documents but am unable to sign the agreement?
I’m being asked for a password, where can I find this?
When you’re on the online signing platform you’ll be prompted to create a password. Once you have done this you can input your chosen password to log-on. Still having difficulty? Select the ‘Forgotten password’ option which will allow you to reset the password.
Who’s rent am I guaranteeing?
Each tenant has their own guarantor who is responsible for their share of the rent. We will always pursue the individual tenant’s guarantor if the tenant defaults on rent. This is however a joint and severally liable contract, so each guarantor is guaranteeing the rent for the whole tenancy.
Why do you need so much personal information?
We understand this may feel invasive, but for the protection of all involved, we need to see proof of earnings and home ownership so we know you meet the requirements to act as a guarantor. This isn’t only to protect the landlord, but also the tenants and you as a guarantor. Every tenant’s guarantor needs to meet the same criteria so we know that they can cover the tenants rent in the event that they default. All of your information is stored securely, in line with GDPR.
I have only been given a short space of time to upload the documents required.
Every tenant is given 14 days to complete their paperwork via our online signing platform. As soon as they are issued the link to log-in, they are prompted to input their guarantors email address. If you have been sent a link close to the paperwork deadline date, this will be due to the tenant’s late entry of your email address. But don’t worry, please call our Admin team if you need a little longer to complete the paperwork. We understand these things happen.
How much do I need to earn?
The guarantor’s required earnings are four times the tenants share of the monthly rent after tax e.g. if the tenants share of the rent is £600pcm the guarantor will need to provide proof of net earnings of £2,400pcm.
I don’t meet the required earnings to be a guarantor, is there any way around this?
Firstly, we would ask if you have any proof of savings to ‘top up’ your income. We do ask that guarantors meet this threshold to ensure all parties are protected. If you don’t meet the requirements there are alternatives available to tenants, please speak to our Admin team on 01273 645 797 for more information about this.
I don’t have access to a scanner, is there any way around this?
Yes. We can accept a photo of any documents as long as the information is legible, this can be uploaded directly from your phone’s camera roll to our online signing platform.
I can only upload one document at a time, is there any way around this?
If you have multiple documents or pages to upload under one section, the first option would be to scan all pages as one document (you can do this with software like Adobe Acrobat). Alternatively email any additional documents to email@example.com stating the property address and the name of the tenant you are guaranteeing.
All of the information you email to us will be held securely and in compliance with GDPR.
What do you accept as proof of home ownership?
We can accept a mortgage statement dated within 12 months, deeds to the property, or a copy of the land registry search, which can be downloaded from the government’s website here.
I have acted as a guarantor through your company before, why am I having to complete the paperwork again?
Unfortunately we cannot use the same documentation again as this is a new tenancy agreement. We do this because we need to verify that your circumstances have not changed.
I don’t have access to a computer, how can I complete the paperwork?
Our tenancy platform is compatible with smartphones, laptops, tablets & PCs (tip: the best browser for our website is Google Chrome). If you do not have access to any of these, please email our Admin team at firstname.lastname@example.org or call 01273 645 797 and we’ll be happy to help.
I have been asked to log back on to re-upload a document or sign the agreement – do I need to upload all my documents again, even if they are satisfactory?
The good news is you don’t. You will only need to upload the document you have been asked to, for example: if you have uploaded a council tax or utility bill for proof of home ownership, we will have to remove your signature so that you can upload the correct document of either a mortgage statement or land registry search. The remaining documents will have saved, and you will not have to re-upload these. Under ‘Choose file’ will be a hyperlink labelled ‘View this file’ – this is your saved documentation.
Will I receive a copy of the contract?
Once the contract has been signed by the property manager you will receive confirmation via email. After this, you will be able to log back in to view the fully signed tenancy agreement.
Guarantor guidance notes
Click here to view our guidance notes for guarantors before you complete your paperwork.