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Landlord FAQs

What levels of service do Cross Keys Estates offer to Landlords?

We offer two levels of service; Fully Managed and Tenant Find Only

What is Fully Managed?

In basic terms, you would hand the property over to us and we would look after it on your behalf whilst ensuring a tenant(s) is put into the property, an inventory is compiled, the relevant credit checks and referencing are conducted, a fully compliant tenancy agreement is created and signed by all parties, the rent is collected on a regular basis and a statement sent to you, the deposit is collected and lodged in the Deposit Protection Scheme, regular inspections are carried out on the property, maintenance issues are attended to efficiently and any rent arrears are handled as quickly as possible. We would also check the tenant out at the end of the tenancy and compare the incoming inventory to the check-out report and deal with any discrepancies.

What is Tenant Find Only?

This service is where we would market your property, find a suitable tenant, conduct the relevant credit and referencing checks, compile a fully compliant tenancy agreement and ensure it is signed by all parties, ensure the first months’ rent is collected, on your behalf and sent to you with a statement and the deposit is collected and either sent to you for you to lodge with your preferred protection scheme or we lodge on your behalf to The Deposit Protection Scheme. Once the tenant(s) has moved in to your property, you will be furnished with a Landlord Pack that contains all the information that you will require with regard to the transaction.

Is a Rental Appraisal on my property free through Cross Keys Estates?

In short, yes it is.

Where do we advertise your property?

We use the main property portals, Rightmove and Zoopla and also advertise on our own website.

The Company has also invested heavily in the latest, state of the art cloud software that intelligently matches applicants with properties and has a massive range of functionality to assist us in the marketing your property.

Of course, our Property Consultants would also promote your property through our Social Media accounts, by telephone and post.

Does Cross Keys Estates belong to any professional bodies?

Yes, we are part of the following:

  • The National Association of Estate Agents (NAEA)
  • The National Federation of Property Professionals (NFOPP)
  • The Association of Residential Letting Agents (ARLA)
  • The Property Ombudsman
  • Plymouth City Council “Buy with Confidence” Scheme
What fees do Cross Keys Estates charge Landlords?

The Directors have made a conscious effort to be as explicit as we possibly can with regard to our charging structure. Any costing you see will always include VAT.

For details of our Landlord Fees please click here

If my property is currently let through another letting agent, am I able to transfer it to Cross Keys Estates?

Absolutely! We do a *free “transfer service” for our clients which would make the transition as smooth as possible for you and the tenant(s) in situ. However, it is sensible to check your current Landlord agreement, that you would have signed at the start of your relationship with your agent, to confirm their terms and conditions should you wish to leave them.

*We would ensure that the transfer to Cross Keys is free of fees to complete the transaction to us, but this would not include any fees that you may have to pay your current agent, of which you would be liable.

When would I receive my rent from Cross Keys Estates?

If you are a Landlord using our Fully Managed service then we conduct two rental payment runs per month, one on the 10th and one on the 25th of each month (unless these days fall on a Saturday or Sunday, when the date will move FORWARD to the nearest Monday).

Once your payment date is set, you will receive the rent on the same run going forward so you can enjoy the fact that you know when your money is due from us.

If you are a Landlord using our Tenant Find Only service, then you will receive your rent within 24 hours of your tenant moving into the property or on the nearest Monday should your tenants move in over the weekend.

Which Government backed Tenancy Deposit Scheme (TDP) do Cross Keys Estates use?

We use The Deposit Protection Scheme (DPS) and ensure that all of our managed portfolio deposits are lodged with them in their custodial scheme.

We can also lodge a deposit on behalf of Tenant Find Only Landlords into our scheme on request for a fee of £60.00 (including VAT).

Do I need to inform my mortgage lender that I am letting out my property?

Yes. This is something that you would have to do before any tenant takes up residency in your property.

Do I need specific building insurance for my property if I let it out?

If your property is a freehold then the answer is YES.

If your property is leasehold then you should consult your lease and your freehold management company to ask if there are any restrictions on you letting your property before you take the idea any further.

What taxes will I pay if I let out my property?

This is something that is specific to each individual so we would recommend that you speak with a certified accountant before making the decision to let your property out.

Will you advise what is required of me as a Landlord with regard to smoke and CO2 detectors in my property?

Absolutely. The Smoke and Carbon Monoxide Alarm (England) Regulations came into force on 1 October 2015 and we will advise you as to what is required to satisfy these regulations before a tenant takes up residence in your property.

Obviously we will advise on any other aspects of safety pertinent to your property too, not exclusively on smoke and CO2 detectors!

To view the Smoke and Carbon Monoxide Alarm (England) Regulations 2015, please click here

What is an Energy Performance Certificate?

An Energy Performance Certificate (EPC) is a guide that would-be buyers or tenants get when they look at a property. It shows how efficiently a home uses energy, the cost of running a home and recommendations of how to improve the energy efficiency of the property.

They are needed whenever a property is built, sold or rented. An EPC must be ordered before any property can be marketed. It contains information about a property’s energy use, typical energy costs and gives recommendations about how to reduce energy use and save money. The EPC gives a property an energy rating from A (most efficient) to G (least efficient) and is valid for 10 years.

Do I need an Energy Performance Certificate (EPC) to enable me to rent out my property?

Generally the answer is yes as there are very few restrictions to this. The properties that DO NOT require an EPC include:

  • places of worship
  • temporary buildings that will be used for less than 2 years
  • stand-alone buildings with total useful floor space of less than 50 square metres
  • industrial sites, workshops and non-residential agricultural buildings that don’t use a lot of energy
  • some buildings that are due to be demolished
  • holiday accommodation that’s rented out for less than 4 months a year or is let under a licence to occupy
  • listed buildings – you should get advice from your local authority conservation officer if the work would alter the building’s character
  • residential buildings intended to be used less than 4 months a year
Can Cross Keys provide an Energy Performance Certificate?

Yes, for a fee of £78.00 (including VAT) we will visit your property, conduct the EPC and produce a fully compliant report. We have two fully qualified Energy Assessors employed within the Company who are able to produce an EPC whether you are using Cross Keys services to sell or not.

What do I do if I have a complaint against Cross Keys Estates?

If you should wish to register a complaint against the company or any individual representing the company, you should in the first instance contact:

Craig McMillan Duncan Compliance Director Cross Keys Estate Agents Limited Cherry Tree House 34 Mannamead Road Mannamead Plymouth PL4 7AF


The in-house complaints procedure is as follows:

  • A written complaint will be acknowledged by Cross Keys Estates in writing within 3 working days.
  • A formal written outcome of the company investigation will be issued to the complainant within 21 days. This outcome of this investigation will be deemed final.
  • If you cannot settle your complaint with us, you are entitled to refer it to The Property Ombudsman. This complaint must be made within 6 months of the date of the agents’ final written response. Our membership number of the scheme is D00723

The contact details for The Property Ombudsman are as follows:

Milford House 43-55 Milford Street Salisbury Wiltshire SP1 2BP

Tel: 01722 333 306

The Agent is a member of TPOS (“The Property Ombudsman Scheme”) and follows the TPOS Code of Practice. The Client agrees that the Agent may give information about the sale of the Client’s property to the Ombudsman, if the Client has registered a complaint and he asks for that information. The Client also agrees that the Agent may give the Client’s contact details to TPOS (if they ask for it) to help them monitor how the Agent is following the Code of Practice.

Is it possible to give feedback or leave a review about my experience with Cross Keys Estates?

Yes, absolutely! We encourage all of our clients to take some time to write a review about your experience with us on the All Agents website which is the UK’s largest customer review website for the property industry. The link to do so is below:

What is Client Money Protection and does Cross Keys Estates subscribe to such a scheme?

A client money protection membership scheme is designed to protect client money held by property agents and professionals. The member clients are protected in the event that the member misappropriates the client money held in the course of running their business.

Yes, Cross Keys Estate Agents are part of such a scheme and we have specifically chosen to belong to the “Propertymark Client Money Protection Scheme” (Scheme Ref: C0006131)

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21 October, 2016

5 Star Rating
This was our first time buying so did not really know what to expect, but Crosskeys were fantastic. They kept us well informed and seemed happy to help chase up solicitors etc throughout. A few times we got a little bit anxious and were not getting much info from the solicitors, and as soon as I contacted Crosskeys they were straight onto finding out where we were and put our mind at ease. Would definitely use them in the future and would recommend to others. Thank you.
By: Abby & Ashey

Featured Sales Property

Cross Keys Estate Agents Featured Sales Property

Thornhill Way, Mannamead
Click to view details

Featured Rental Property

Cross Keys Estate Agents Featured Rental Property

Cotehele Avenue, Cattedown
Click to view details


Cross Keys Estate Agents Stoke Office Graphic

Cross Keys House
51-53 Devonport Road

T: 01752 500099
Email us:
Email Us Link

Cross Keys Estate Agents Lettings Office Graphic

Cherry Tree House
34 Mannamead Road

T: 01752 500018 Option 2
Email us:
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Cross Keys Estate Agents Mannamead Office Graphic

Cherry Tree House
34 Mannamead Road

T: 01752 500018 Option 1
Email us:
Email Us Link


Cross Keys Estate Agents Testimonials Graphic

What our clients are saying about us

Cross Keys sold our house immediately, achieving the full asking price. They did exactly as they said they would, throughout every step of the process.

We chose to sell our home with Cross Keys based on the initial visit with Jack. It was apparent that his extensive local knowledge, professionalism and personable character was representative of the company and exactly the right mix of qualities that would sell our home. Robs visit to take photos and details for the brochure was as impressive and resulted in producing a quality sales brochure. The photos looked amazing and the wording was refreshingly original. Craig was proficient in explaining the detail of the contract and Tom contacted me promptly to give feedback from viewings. I can’t thank them enough, to me, they did more than sell our home, they made it possible for us to move forward with our plans for the next step of our lives.

An altogether seamless, faultless and experience. I would have absolutely no hesitation to recommend Cross Keys to family and friends.

Mr and Mrs J

From the word go we have had nothing but great help. Since walking in to the offices in Mutley plain and being referred to the Stoke office we have felt so looked after. We were looking for a property whilst trying to sort out renting out our own property. All the estate agents we had dealings with previous were either to pushy or seamed to eager to tell you what you wanted to hear. When we were visited by Jack he basically told us with out having all the bells and whistles what our property would be worth rental wise and also about a house well two that he thought would suit our family. When we met Jack at the first property we had that instant feeling and new it was the one. We are near the end and due to complete soon and with out Jack I know we would still be looking. Any issues or queries we have had just one call to the office and Rob has always answered our questions and made us feel at ease. As estate agents go and they are estate agents not just sales people, you could never find a more helpful,friendly and knowledgeable group of people and would highly recommend Cross Keys to any one as many of my friends did to me.

Darren Davis

Cross Keys is the best estate agent we have ever had dealings with. They were always available whether we popped in or on the end of the phone. The staff were very friendly and helpful and the office decor was stunning and very welcoming. The speed at which they sold our house was amazing. We will always use Cross Keys in the future and have recommended them to all our friends.

Nicola & Chris

We had a rather complicated purchase of a big old house with lots of problems. Jon demonstrated endless patience with us and good humour in challenging circumstances. He was professional, honest and reliable. As a consequence of his, and latterly Jacks, hard work we sold our house and managed to coordinate the purchase of the new house. Jon is an eloquent sales man who clearly does his research on a property, so he was great for selling our house. Furthermore, he was always ready and willing to help with our purchase too. Jack stepped in to deal with the various solicitors involved to ensure that our sale/purchase went through on time. Amazing team work, so helpful and easy to deal with. The thing I loved was that as a purchaser going on a viewing there was no after viewing pressure, unlike some local estate agents that ring you endlessly they ask you once for feedback then leave it to you to come back to them if you want to take it further. Brilliant! Well done and thank you all involved.

Janey H

Excellent, professional service from initial valuation from Steve Jones through to completion. Steve knew the market well and got the price right, Jon found the buyer quickly and kept watch on the property while it was vacant, Aimee did an excellent job of keeping me informed of progress all the way. In terms of professionalism, they were head and shoulders above the other agents we ask to value the property.


I have used Cross Keys in the past to sell a property, based on there excellent advice the property sold for the asking price in one day of being marketed. I now use them to let a property and once again have received excellent service, clear communication and true professionalism through all negotiations between myself and my tenants. Highly recommended for both sales and lettings.

Russ Wiliams


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