Landlords & sales

I have received my contract which mentions paying council tax, I thought students were exempt?

Full-time students are exempt from Council Tax during term time (phew!). In order to claim your discount you must register online with the City Council.  Alternatively you can call Brighton & Hove City Council on 01273 291291 for further advice.

I’m confused about the difference between my weekly and monthly rent?

Ok, here comes the maths. You’re not the first person to ask this question, most tenants assume their monthly rent will be the weekly rent amount multiplied by 4. There aren’t always 4 weeks in every month so the calculation to work out monthly rent is as follows: Weekly rent x 52 (weeks in the year) x number of tenants ÷ 12.

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.

What’s a standing order and how can I upload proof of this?

You should have received an email with login details to our tenant management system where you can upload all your docs and sign your tenancy agreement, this is also where you’ll upload proof of your SO. A standing order is an instruction to your bank to make regular, fixed payments to an organisation or person. Trust us, it will make your life a lot easier to set one up. Who needs extra things to remember each month?! We can accept a screenshot as confirmation that this has been set-up if you are using online banking. Alternatively, a scan or clear picture of the confirmation the bank will give you in-branch will work.

As the standing order is coming from one account, does each tenant upload the same confirmation?

It’s important we see proof that all tenants have set up a payment. The easiest way to show us this is if the tenant who is paying the rent to Coapt uploads their standing order confirmation to the online signing platform (TenancySign), and the remaining tenants upload confirmation of their standing orders to the lead tenant.

My tenancy paperwork deadline has expired and I can no longer access the online signing platform, what can I do?

Don’t snooze and lose! It’s important that you meet the tenancy paperwork deadline to avoid losing your holding deposit and new home for the next academic year. However, if you miss the deadline, hop to it and contact our Admin team ASAP to discuss whether it’s possible to have an extension.

I’ve uploaded my ID and student ID to the online signing platform, why do I have to bring these into the office as well?

We understand that this can be a pain, but as of 2014 it’s also the law. We need to see original copies of ID’s to comply with the Right to Rent Act. It’s therefore essential we have a copy of everyone’s photo ID, student ID & BRP card when relevant.

I haven’t received any emails from Coapt but my housemates have?

It’s cause they bought us cake! Just kidding! Not to worry, there may have been a typo in the email provided, or someone here may have input the email wrong (we’re only human!), or it’s in a spam folder in the internet ether somewhere. Drop us a call so we can check your details so we can update the system and get that resent to you.

I don’t have a UK guarantor, what can I do?

A lot of our landlords accept Housing Hand in place of a UK guarantor. They are a company who act as a guarantor for tenants who don’t have one and charge a fee, which is roughly a months rent. Visit for a quote and ask us if you have any questions, or if you are concerned then please do give us a ring.

I want to use Housing Hand, how can I select them as my guarantor?

Once you have entered your personal information to our online signing platform, you will be asked ‘Do you have a UK-based guarantor?’, select ‘No’ and ‘Send email and continue’. Your details will then be sent to Housing Hand who will contact you to begin your application.

How do I know you have received my deposit?

Your deposit will be registered with MyDeposits within 30 days of payment, each tenant will be sent their deposit certificate and some prescribed information about the scheme. If you need any further information please contact our Finance team at

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.

Our 14 day deadline has passed and we have completed our paperwork, what happens next?

Your tenancy paperwork will be reviewed by your property manager as quickly as possible. Providing all of the documents uploaded are 👍 and we have received the relevant funds, we’ll sign your contract on behalf of the landlord.


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 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 or call 01273 645 797 and we’ll be happy to help.

I have filled in the required details and uploaded the documents but am unable to sign the agreement?

Don’t worry, you are almost there! Once you have uploaded photo ID, proof of homeownership, proof of earnings and ticked that you agree to ‘StuRents’ Privacy policy, Terms and conditions and Acceptable use policy.’ you will need to click on ‘Save and continue’. This will allow you to scroll to the bottom of the contract and sign the agreement digitally.

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.

One of our housemates has dropped out of the contract, what do we do?

Don’t panic, we will be as flexible as possible to facilitate a swap over. Please contact the Admin team ASAP to let us know, so that we can work together to fill the empty room. We can help you in your hunt for a new housemate, organise viewings and when they’ve been found, help your new housemate through the contract part as quickly as possible.The tenant that has withdrawn will lose their holding deposit.

Guarantor guidance notes

Click here to view our guidance notes for guarantors before you complete your paperwork.

How to complete your paperwork

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