Equity Residential Ltd

letting & management consultants since 1998

Our service to the tenant: Whether considering renting a property through us or if you are an existing tenant we are committed to offering and maintaining high standards of customer service to our valued tenants. We have put this page together to inform our tenants as a quick guide.


Agency Closed - No hot water and heating or serious water leak please telephone Chris Redgate on 07970 813145

During office hours all urgent maintenance should be reported to our office on 01323 731700.

We would strongly advise that non-urgent maintenance requests are put in writing. You can send these to us or email us at maintenance@equityresidential.co.uk

For a list of our contractors please click here

Utility companies

Contact telephone numbers for utility services:

  • British Gas: 0845 6091122
  • EDF: (electricity) 0800 056888
  • South East Water: 0845 3010845
  • Southern Water (sewerage) 0845 2720845
  • Eastbourne Council: 01323 410000
  • Wealden Council: 01323 443322

As a Tenant you are responsible for the utility bills. A problem that new tenants often have is finding out who supplies their gas and electric. We would advise that you telephone the local supplier as listed above.

Propertys with pre-paid meters for gas and electric are supplied to you with some credit on. Exact amounts will be detailed on your Schedule Of Conditions. Please ensure that they are in credit when you hand them back and with the keys and cards in the meter.

Who supplies my gas or electric?

If after you have been at the property for a couple of weeks you still haven’t received anything in the post you should try and find out who your supplier is by other means.

The 'M Number Enquiry Line' (formerly Transco) provides gas consumers with a dedicated telephone number to establish who is the current registered gas supplier at their premises. The M Number Enquiry Line number is 0870 608 1524 

You can find out who your electricity supplier is by contacting your local electricity distribution company . You should ask for their Meter Point Administration Service (MPAS). If you are not sure who the company is contact energywatch


All mail received addressed to your property that is not intended for you or your household should be
‘returned to sender’ and not handed to us, your agent, for forwarding.

If you receive any mail addressed for your landlord, please notify our Eastbourne office.

White Goods

The upkeep of white goods such as washing machines and fridges are the responsibility of the Tenant if your property was rented unfurnished or has otherwise been agreed with your landlord. If however, such white goods have come to the end of their natural life please inform us immediately. With the permission of the landlord they will be removed for you.

Rent payments

Rental payments should be made by standing order, cheque form or you can pay using a debit card.  Payments by cheque should be received by Equity Residential four full working days prior to the rent due date. Tenants paying rent directly into our account should contact the office to confirm credit, as payments of rent in this way may be overlooked.
If there is a change in your circumstances and you are going to claim Housing Benefit, please inform us immediately.

Deposits and End of Tenancy

Your deposit is protected by The Dispute Service within 14 days of you moving in. At the end of your tenancy we will return your deposit within 14 days of receiving the keys back. Your Tenancy is not legally surrendered until we receive all the keys back. A charge of £50.00 for replacing locks and keys will be deducted from your deposit if keys are not returned. You may also be charged rent for each day the keys are witheld as you will not have legally surrendered your Tenancy. More information regarding your deposit can be found in your Tenancy Agreement.

On surrender of your Tenancy the property should be returned in the same condition as detailed on your Schedule Of Condition ( fair wear and tear excepted ). The most common deductions made from deposits are cleaning costs so please ensure you clean the property thoroughly before you hand it back.

Tenants' Liability/Tenants Contents Insurance

When you rent a property from a landlord, you’re responsible for any loss or accidental damage you might cause to their property, as well as any furniture, fittings and fixtures within it. If the unexpected happened, could you afford to replace or repair the item damaged? We work with Agent Assure to offer all of our tenants low cost, specialist contents cover. Their policy could help protect you and your deposit if such circumstances arise.

Agent Assure offer simple, affordable pricing solutions no matter where you live in the UK. They also offer flexible cover options for Tenant’s Contents Insurance, with cover available from £5,000 to £60,000 – and remember no matter what level of Tenant’s Contents Insurance cover you choose, they’ll still automatically cover your liability as a tenant with the additional £5,000 cover.

  • 6 or 12 month policies available
  • Accidental damage included as standard

For an online quote please Click here or call 0844 963 21 22 … remember to tell them who your letting agent is!

Arthur J Gallagher / Agent Assure logo

Tenants' Fees

We Protect Your Money

Any monies we hold in our client accounts are insured to protect our Tenants’ and Landlords’ interests. We are part of the National Approved Letting Scheme’s Client Money Protection Scheme “Safe Agent”.

Redress Scheme

Equity are members of The Property Ombudsman www.tpos.co.uk

Holding Fee

Once you have chosen the property you wish to rent, you will need to place a holding deposit to secure the property. This payment can be made by debit card either in the office or over the telephone. You will then sign a form called ‘Condition of Application’ which confirms we are holding the property for you. The amount you need to pay depends on how many people are moving into the property. Please see an explanation of our costs below.

Fees (including VAT)

  • £198.00 – Referencing Fee / Application Fee (Per Adult living in the property)
  • £60.00 – Guarantor fee (if required)
  • £48.00 – to renew a tenancy term of 6 or 12 months

Application Forms

When filling out the applications forms, we will need you to bring in the following information to the office so we can take copies of them;

  • Photographic I.D (e.g. Passport or Drivers Licence)
  • Recent Utility Bill / Bank Statement as proof of current address
  • Latest Pay Slip

Once we have the completed application forms and ID, we will then complete a credit check and send off for references. This can be done within a few days as long as we receive the references back in good time. We ask for your bank details on the application form but we do not use these for any reason other than to perform a credit check. All information given is kept confidential. Once the referencing is complete and the Landlord has approved your application, the Tenancy Agreement is prepared.


The deposit will be the equivalent sum to the first months rent unless otherwise stated. This will need to be paid on an agreed date into our bank account by either online transfer or bankers draft. From April 2007 it is a requirement that any deposit taken is protected under the terms of a Deposit Protection Scheme. We would be happy to provide further information upon request.


The first months rent will also need to be paid the same way as the deposit before you move into the property. You will pay the first months rent to us, and then depending on whether the property is managed by us, we will give you either our bank details or your new landlord’s details so you can set up a standing order. If you would prefer to pay the rent by bankers draft every month, you may do so by coming into the office where we will give you a receipt.

Find our properties at www.rightmove.co.uk

Useful numbers

Emergency services

  • Police, Fire Brigade & Ambulance
    Tel: 999
  • Accident & Emergency
    Eastbourne District General Hospital, Kings Drive, Eastbourne, East Sussex, BN21 2UD 
    Tel: (01323) 417400

Utility services

  • Gas Supplier
    – The 'M Number Enquiry Line'
    Tel: 0870 6081524 
  • Local Electric Supplier ‘MPAS’
    Tel: 0870 9050806
  • South East Water
    Tel: 0845 3010845
  • Southern Water (sewerage)
    Tel: 0845 2720845
  • Eastbourne Council Tax
    Tel: 0845 3006715
  • Wealden Council Tax
    Tel: 01323 443322
  • Transco Gas Emergency Service
    Tel: 0800 111999


  • Eastbourne Borough Council
    Tel: 01323 410000
  • Housing Benefit & Council Tax Helpline                                   
    Tel: 0845 3006715
  • Environmental Health Department
    Tel: 01323 415350
  • Eastbourne Library
    Tel: 03456 080196
  • Tourist Information Centre
    Tel: 0871 6630031
  • Housing Advice Centre
    Tel: 01323 642615
  • Citizens Advice Centre
    Tel: 01323 417177
  • Sovereign Community Centre
    Tel: 01323 738822

Crime and safety

  • Eastbourne Police Station
    Grove Road, Eastbourne,
    East Sussex, BN21 4UF
    Tel: 0845 60 70 999
  • Crimestoppers
    Tel: 0800 555 111
    Call free if you have information about any crime - you do not have to give your name and you may receive an award.
  • Victim Support
    Tel: 0845 30 30 900 (National)
    Tel: 0845 389 9528 (Sussex)