1. Before you move in

• Your tenancy agreement confirms your start and end dates.

• All bills are included. You do not need to set up utilities.

• You will receive an email confirming whether your check‑in is accompanied or unaccompanied, plus any property‑specific details.

• Maintenance: Report issues via the tenant portal. (tenant.arthuronline.co.uk)
  If you cannot access the portal, please email us using the contact details in your welcome email so we can help you log in.

• Parking: If you have a car, check your local council website for “resident parking permits” for your street.

  • Example: Wyre Forest (Kidderminster) residents permits: Wyre Forest District Council Parking Permits. (wyreforestdc.gov.uk)

  • Example: Treforest (Rhondda Cynon Taf) residential parking zones (including Zone 602 – Treforest). (rctcbc.gov.uk)

 

2. Check‑in procedures

2.1 Accompanied check‑in

• Our representative meets you at the property at the agreed time.

• They give you your keys and show you your room and communal areas.

• Together, you review the inventory report and photos.

• You confirm that the condition is correct; this becomes the reference point for check‑out.

• You receive a copy of the report for your records.

2.2 Unaccompanied check‑in

Before move‑in you will receive:

• The inventory report and photos.

• Instructions and the lockbox code to collect your keys.

On arrival:

• Collect your keys from the lockbox and access your room and communal areas.

• From the moment you first enter the property, you have 3 hours to:

  • Check your room and shared areas against the inventory report.

  • Email us with any differences, including photo/video evidence.

If we do not hear from you within 3 hours of you first entering the property, we will assume you accept the inventory as accurate, and it will be used as the reference at check‑out.

 

3. During your tenancy

• Maintenance: Report all issues promptly via the portal. (tenant.arthuronline.co.uk)
  If you cannot access the portal, please email us using the contact details in your welcome email.

• Cleaning: Communal areas are cleaned at scheduled intervals (details in the portal). Please keep communal areas clean and tidy, and clear of personal items between cleans.

• Bins: Please follow the bin schedule and rules provided (details in the portal) and on your local council website.

 

4. Preparing to move out

To minimise deductions from your deposit, you must:

• Rent: Ensure all rent is paid up to the end of your notice period, even if you leave earlier.

• Belongings: Remove all personal items from your room and from the house. If items or excess rubbish are left and we have to arrange removal, we will charge only the reasonable cost of removal from your deposit.

• Report issues early: If you know of any stains, damage or breakages you cannot fix, tell us before you move out so we can agree the best solution.

 

Room cleaning checklist

Before your inspection:

• Vacuum the carpet thoroughly and attempt to remove any stains.

• Wipe skirting boards, window sills and all surfaces.

• Clean internal windows and window frames.

• Check and clean walls where safe to do so (no new damage).

• Clean all furniture inside and out (wardrobe, drawers, desk, shelves) and remove dust, stains and marks where possible.

• Mattress: ensure there are no stains.

• Mattress protector: wash and dry it according to its washing instructions, then fold it and place it on the bed.

Note: A handy stain remover that works well on carpet, fabric and upholstered furniture is Dr Beckmann Carpet Cleaner.

 

5. Check‑out procedures

5.1 Accompanied check‑out

• We agree a check‑out date and time with you.

• Before the visit, your room must be empty of belongings and cleaned.

• Our representative inspects your room and relevant shared areas with you, comparing them to the check‑in inventory.

• You hand all keys back to our representative.

• You receive a copy of the check‑out report.

5.2 Unaccompanied check‑out

• Before leaving, remove all belongings and clean your room as above.

• Take photos or a short video of your room for your personal records.

• Lock your room door and the front door.

• Place your keys in the external lockbox as instructed. Returning keys correctly and on time is your responsibility. If keys are not returned as instructed, we may need to change locks and pass the reasonable cost of this on to you.

• Our representative will complete the inspection after you leave and you will receive a copy of the report.

 

6. Deposit return

• Your deposit is protected with a government‑authorised deposit protection scheme. You will have been given their details separately.

• After your inspection, if there are no arrears or issues, we will instruct the scheme to release your deposit as soon as reasonably possible.

• If we need to use some or all of your deposit to resolve issues caused during your tenancy, we will email you with:

  • What the issue is

  • The cost to put it right

  • The evidence

• If you disagree, you can use the deposit scheme’s dispute process.