Here are few of the questions we get asked on a day to day basis which you might find useful.


How much does a Swale parking permit cost? 

Permits are charged at £40.00 each. The charge covers admin and civil parking enforcement costs associated with operating the scheme. A permit holder is not guaranteed a space. 

Which Cities or Towns do you cover? 

Family Homes is a National Company covering all parts of the UK. Its head office is based in Sittingbourne, Kent and covers areas including, Sittingbourne and surrounding villages, Canterbury, Maidstone, Gillingham, Chatham, Dover, and Hayes in London. 

How much deposit do we need to pay? 

At Family Homes we ask for six weeks deposit, on every property. 

How do I pay my rent? 

All rent is collected by standing order, on the rental due date. 

Who pays the water bill? 

The tenant is responsible. 

Who pays the Gas bill? 

We ensure that all the bills are paid by the tenant by informing the gas company of the meter readings at the start of the tenancy agreement. 

How often do you undertake landlord gas safety checks? 

A service and a landlord gas safety check is required to be undertaken at all our properties annually, and a copy of the gas certificate is provided to the tenant and to the landlord. 

Do you only let to families? 

No- we let our properties to people who we believe will make a house into a home and will ensure that the rent is paid on time, and the property cared for. Many of our properties are let to families, who we feel make good long term tenants. 

Can I drill holes into the walls for mounts and pictures? 

You can, as long as you return the property to landlord in the same state you received it in. We advise you to use Velcro heavy duty stick on strips, they are easy to put on and take off, they cause less damage to the property and save you time in repairing the hole in the wall, as well as money. 

Who is going to maintain my garden, clear the snow off my drive? 

The tenant is required to maintain the garden, which includes clearing snow off the drive if need be 

If I lock myself out how do I get in? 

You can come to the office and hand over either you Driving licence, passport or just something of value and we will give you a spare set, but you must return them. 

Once I paid my deposit is the house mine?  

No, once you have signed the contracts then the house is yours, if you have paid your deposit but someone else gets the property before you, we will return your deposit. 

Do you have access to a mortgage advisor? 

Yes, please contact the branch for details.  

Do you take DSS? 

As the market is constantly changing and so are the properties we manage, we can’t give a definite answer. The best thing to do is call in and ask if we do 

Do you allow pets?

We generally say no as they add wear and tear to the property and can sometimes cause substantial damage. However we do understand that pets are part of a family and can make a house a home so some landlords accept pets as long as you pay a non-refundable pet fee  

How soon will I be able to move in? 

The moving in date mainly relies on the person wanting to move in, if you pay your fees, and deposit and sign the dotted line we could possibly move you in on the same day, as long as its not busy and the credit checks come back fine. 

How will I pay / can I pay cash? 

We do not accept cash as a form of payment, we only accept payment by a standing order form. 

Can we contact you out of hours? 

Yes you can! When our office is closed you can still call us 24 hours a day, to discuss your requirement, and if you are a landlord who requires help with dealing with a tenant issue, again you can call us any time of day or night, even if you are not a current client of ours. Please be assured that we are here to help you.

What is a guarantor? 

A guarantor is somebody that is working or has an income and can evidence that income. They must also have good credit, no ccjs, IVA’s etc they must also be prepared and acknowledge that they are entering into a legally binding agreement. They are guaranteeing to cover the rent if the tenant cannot. They must also be earning 3 times the annual rental, e.g £600 pcm x 12 = £7,200 x 3 = annual income of £21,600 

Who can be a guarantor? 

Friend or family 

When would I need one? 

You need one if you are on housing benefit or if you have bad credit 

What information will I need to supply and why? 

Fill in a guarantor application form, provide photo ID, Proof of income, proof of address. This is so we can verify they are who they say they are and that they can pass the credit referencing on affordability. 

What happens to my deposit?  

The deposit is registered with a 3rd party, government recognised, we do not hold the money, it is registered with them to protect both the tenant and landlord if there is a dispute at the end of the tenancy. 

What should I do if I can’t pay my rent or am having financial problems? 

Contact you agent immediately and discuss a plan, do not ignore it.  

What happens if I lose my deposit ID number? 

You can contact the deposits company on www.depositprotection.com

How do I renew my contract?  

Contact the agency, there is a £99 renewal fee and as long as your account is not in arrears and no problems have occurred during the tenancy then we can offer a renewal. 


Sub- letting is a breach of your tenancy and will affect your opportunity to renew or remain in the property. 


We are governed by data protection and do not pass on tenant/guarantor details to anybody other than the utility companies for meter readings etc…