Tenants Information

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It’s really important that you do your homework on locations. Picking where you want to live shouldn’t be taken lightly and you need to factor in three important things.

  1. Transport links

How easy is it for you to get from A to B? If you’re moving to an area that has poor transport links then you may end up worse off!

  1. Amenities

What’s around? If you’re moving from a thriving, highly-populated area with amenities that are within walking distance to an area with not so much around, take into account the travelling time to get to places such as your local supermarket.


If you don’t own a car, you should have a good look at how much public transport would be to get to the stores that you need. Find out how easy it is to get signed up to a doctors surgery and a dentist, some areas have a long waiting list and it’s always good to be completely in the know before moving.

  1. Schools

    If you have children, then schools will be one of the most important parts of the move. Will they still be able to attend their current schools and if not, which schools in the area have the best OFSTED rating?




If you find a property you like, try to book a viewing as quickly as you can. The lettings industry is very fast moving and in some areas, properties can be let just hours after coming onto the market.


Our agents are extremely flexible and want to help you find the property that works for you. They’ll arrange a time that is mutually agreeable for you to view the property, and they will come around with you to answer any queries or concerns you might have.


It’s important to remember that Property Trader are local people, they know the area like the back of their hand, and if you want to know a bit more about the local area, just ask – we’re always more than happy to help.

You can call : 01633 746100 or email : info@ntspt.com



Once you’ve found the property, it’s time to put in an offer to the landlord. Once this is accepted and our team have done their checks to confirm you’re a reliable tenant, your deposit will be lodged in an approved tenancy deposit scheme.


This will ensure that your deposit remains secure during your tenancy period, and you’ll be made aware of where it is held. Background checks include contacting your employer and previous landlord.


Once you have comfortably moved in to your new home, it is always beneficial to understand what your responsibilities are as a tenant, as well as what you should expect from your landlord. Below you’ll find some guidance on what falls under the tenant’s responsibility, and what falls under the landlord’s responsibility.

Rent: This is one of the tenant’s biggest responsibilities. As part of your tenancy agreement, you agree to pay your rent on time each month. Defaulting in rental payments could damage your deposit and future tenancies.

Right to rent: It is the landlord or managing agent’s responsibility to conduct a check to ensure every tenant has the right to rent in England. This check is also carried out on anyone over the age of 18 that will be living with you.

Bills: Unless stated otherwise, it is the tenant’s responsibility to pay bills, this includes water, gas and electricity. A tenant must also pay Council Tax, TV license and may need to pay for a phone line and internet/TV packages if required. It is also important that a tenant checks their tenancy agreement to ensure they don’t have to pay any additional charges such as community charges.

Looking after the property: Ultimately it is the tenant’s responsibility to look after the home on a day to day basis. This means ensuring there is no damage to the furnishings if the property came furnished, reporting any repairs to the landlord or managing agent, changing light bulbs if required and checking smoke alarms are working. Additional responsibilities include correctly disposing of rubbish and keeping to the terms of the agreement in regards to smoking, parking and keeping the garden tidy.

Maintenance: It is the landlord’s responsibility to ensure that any maintenance issues that have been reported by the tenant are taken seriously and are fixed within a reasonable timeframe. A landlord must also ensure their property meets all of the correct gas and electrical safety regulations.

Responsibility over visitors: It is a tenant’s responsibility to ensure that their household, or visitors to their household behave in a respectful manner. Antisocial behavior could lead to eviction of the tenant.

Gain permission: It is imperative as a tenant that correct permission is sought before making any changes to the property. This is also required if a tenant wishes to run a business from a rented property.

Access: A landlord must leave a tenant to live in their home without interference. A landlord must gain permission to enter the property and may not enter the property without giving the tenant prior notice and arranging a mutually agreeable time.

Moving out: It is the tenant’s responsibility to ensure that the property is returned to its original state. We always recommend having the property professionally cleaned upon exit to ensure that the deposit is returned in full.

The tenant’s belongings should be removed from the property and all that should be left are fixtures and furnishings that were in the property when the tenant moved in.


That’s why we’ve put together a simple jargon buster to help make understanding the process a little easier.

Additional Person Fee: This is a fee that is added to each additional person who is to be included in the tenancy agreement.

Property Redress Scheme: agents meet a certain requirement of service level and protect their client’s money.

Arrears: Late rent, or rent that is unpaid that the tenant owes to the landlord.

Check out: This is the inspection process a property goes through at the end of the tenancy, before the deposit is returned to a tenant. If there are repairs needed on the property that were caused by the tenant and are not general wear and tear, any fees will be deducted from the deposit.

EPC: An Energy Performance Certificate is used to rate the energy efficiency of a property. This is done by looking at the amount of energy the property uses along with the carbon dioxide it emits.

Fixed Term Tenancy: This is a tenancy that has a specific start and end date.

Furnished: This refers to a property that is rented out with furniture included for use within the property until the end of a tenancy.

Gas Safety Check: A legal check carried out every twelve months by a registered engineer to ensure the provision of gas to the property is safe.

Guarantor: A third party that isn’t listed as a tenant and agrees to keep up rental payments if the tenant falls into arrears.

HMO: A House in Multiple Occupation is a property that is shared by multiple residents that share communal facilities such as a kitchen or bathroom.

Inventory: A check that is carried out before the start of a tenancy to formally document the contents and condition of a property. This is often referred to at the checkout process to ensure the condition hasn’t changed.

Landlord: A person who lets out land, a building or accommodation.

Letting Agent: The letting agent facilitates the agreement between a landlord and a tenant for the rental of a property.

Managing Agent: A letting agent who also manages the property on the landlord’s behalf.

Notice: Official confirmation that the tenancy is coming to an end, this can be given by the landlord or the tenant.

Part-furnished: A property that is let with partial furnishings, these usually include white goods.

PAT test: A Portable Appliance Test ensures that electrical appliances with a plug are safe to use.

Reference: A reference involves a series of checks carried out on a tenant, these include employment checks, credit rating and checks with a tenant’s current landlord.

Rent: This is usually a monthly fee that is paid to a landlord by a tenant in exchange for accommodation.

Security Deposit: This is money paid by the tenant before the tenancy begins. This is taken as a security precaution should a tenant default on payment of rent, or cause any damage during their time as a tenant.

TDS: The Tenancy Deposit Scheme is a government scheme set up to protect a tenant’s deposit throughout their tenancy.

MyDeposit:  Deposit Scheme is a government scheme set up to protect a tenant’s deposit throughout their tenancy.

Tenant: The person who lives in the rented accommodation.

The Property Ombudsman: This is a scheme that was set up to allow a mediator to step in where a dispute between a tenant and landlord arises.

Unfurnished: This is a rental property that is let with no furnishings, it is up to the tenant to furnish the property during their residency.




Those most at risk are those in the following groups: Older people, heavy smokers or drinkers, people with chronic respiratory or kidney disease, those with diabetes lung or heart disease and those with impaired immune systems. 

Although common and naturally occurring, the bacteria is comparatively harmless where it exists in low concentrations. The risk increases where water is stagnant and at a temperature warm enough for the bacteria to breed. Breeding occurs roughly between 20 and 45oC. The biggest risk comes from breathing in contaminated water droplets and for this reason a shower is probably the most risky water source in a residential property. 

The more water stored in a property, the greater the risk and the longer the water takes to be used, the greater the risk. Therefore, under average conditions, a family of four children and parents living in a four bed house will have less risk of build-up than a single resident as the family would be using more water and preventing build up. 

There are steps the landlord takes to ensure the risk is managed but there are things that the tenant, as the resident in the property, needs to do to help manage the risk. 

1. If you have been away for a week or more, run the water through to clear the water that has been sitting in the hot and cold water system. Turning on taps in basins and baths and flushing the toilets is the most effective. To wash through the shower head, put the shower head down in the bath or shower tray to avoid too many water droplets in the air. If you have been away in the summer the cold water storage tank could have sat for the whole time at over 20oC, encouraging breeding. This is less likely to be a problem in the winter when the cold water will be stored at a cooler temperature. 

2. The hot water will be set above 45oC to prevent breeding in the hot water tank. This means that each time the water is heated, it should be making it hard from them to breed. 

3. Run water through unused outlets. For example, if you have an en-suite in the guest bedroom, but this is not used very often, then ensure you run water through both taps on the wash hand basin and the toilet and shower periodically and certainly before anyone might be using those facilities. 


Comprehensive advice is available on the Health and Safety Executive’s web site and through their publication L8. 



However; mould is most commonly caused by excessive condensation, which could mean it’s simply due to not opening windows, as tenants you do have a responsibility to minimise adverse effects of excessive condensation. 

Let’s start at the beginning - What is Condensation? 

Warm air contains more moisture, when it comes into contact with air or surfaces at a lower temperature water is released to form condensation. 

Condensation is generally noticeable where it forms on non-absorbent surfaces such as windows or tiles, but it can form on any surface and it may not be noticed until mould forms. 

Building maintenance

Moisture can also be drawn from the structure of the building into the internal air. This will be the Landlords responsibly and no doubt prevention has already been considered. 

However, guttering and down pipes could become damaged or blocked causing an external wall to become soaking wet, or the surface finish to outside walls may have cracked resulting in rain penetration. 

If you do become aware of any issues that you think could be contributing to excessive condensation make sure you alert your Landlord or Managing Agent straight away.  

Condensation in property is mainly a winter problem

Particularly where warm moist air is generated in living areas and then penetrates to the colder parts of the building. Homes often remain unoccupied and unheated throughout the day, allowing the building to cool down. The moisture producing activities are then concentrated into short periods (morning and evening) when the structure is relatively cold. 

Life style considerations

Water vapour is produced in relatively large quantities from normal day to day activities, even just breathing, but in particular cooking and washing/drying clothes. Here’s a few tips to help reduce excessive condensation.

• Use all of the radiators on a moderate heat, not just a few on maximum, reduce cold spots in the property and ensure it is pleasantly warm throughout.

• In modern homes, open the trickle vents at the top of double glazed windows.

• In older properties make sure the chimneys aren’t blocked.

• After a bath or shower, ventilate the room to the outside, not to the rest of the house – just opening the window and closing the door will help. If there isn’t a window then make sure the extractor fan in running, and close the door!

• Dry clothes outdoors if at all possible, or a cooler area of the property, it will take a little longer to dry but less condensation will occur.

• Whenever drying clothes, in whatever room, you must ventilate it, open the window a little. 

• On rainy days if at all possible, let wet coats and shoes dry in the hallway with the door closed.

• When cooking food and boiling the kettle etc. ensure that your kitchen door is kept closed.

• And ensure that you cover your pans with a lid to reduce moisture being created. 

• Also, make sure you are using an extractor hood or an extract fan if installed, these are designed to help reduce moisture created when cooking. Don’t turn it off as soon as you finish cooking, leave it on for 10-15 minutes to help to clear the humid air.

• Don’t overfill your wardrobes or kitchen cupboards. A lack of ventilation and air moisture trapped in warm overfilled cupboards can become a breeding ground for mould. You might notice a musty smell or clothes might have a damp feeling if the cupboard is overfilled.

• Make sure that your furniture is at least 50mm away from the surrounding walls so that air can circulate around the property. In bedrooms try to ensure that your wardrobes are placed against internal walls which will be less cold and less likely to cause damp and mould problems.


Property Information 

Every effort has been made to ensure that you are given correct information about the property for which you are making an application. However, we must ask that if there is any aspect of the property that you are unsure about, that you advise us in the first instance. Unless stated the property will be unfurnished (some white goods may be available, please check). If the property is empty at the time you viewed and unless stated this will be the condition 

that the property will be made available to you at the start of your tenancy. If you have a pet, caravan or any type of commercial vehicle, landlord approval will be required. 

Tenancy Agreement 

The agreement will be in the main an Assured Shorthold Tenancy for an initial period as agreed. Both tenant(s) and landlord(s) are expected to adhere to the terms of the agreement without exception. Sample copies of the agreement are available for your perusal. 


We use an external referencing company called Good2RENT. The application is submitted online directly to Equifax’s data bureau and will instantly gain up to date, comprehensive information on the tenant or guarantor. Then validation of tenant’s specific references (employer / income provider and previous landlord if appropriate) will follow – all referees are contacted directly. An accountant reference will be requested if the tenant or guarantor is self-employed. This is normally completed within a 48-72 hour period, subject to the referees responding. 


In the case where a guarantor is required for a tenancy, the guarantor must be aware that they will need to sign a guarantee declaration and be joint and severally liable for the tenancy. This will include the payment of rent and any other terms set out in the agreement in the event that the tenant(s) do not meet their obligations. 

Processing of Paperwork 

Initially there will be a lot of activity during the processing of referencing via ourselves and The Letting Hub. We then work on a priority system of processing the confirmation letters etc. so we work on tenancies that are starting sooner than the tenancies moving in later on. So in some cases you might not hear from us for a few weeks, however please feel free to contact us with any questions that you may have and we will endeavour to answer them as quickly as possible. 



Terms And Conditions 


The holding deposit that has been paid by the Applicant(s) in relation to the Rental Property stated above. It is agreed between the Applicant(s) and Agent that the Holding Deposit can be held for a maximum of 90 calendar days or until the commencement of the assured shorthold tenancy, which ever happens first. Where an assured shorthold tenancy has been agreed, the Applicant(s) and Payee (if applicable) agree that the Holding Deposit can be used for part payment of the first month’s rent required under the assured shorthold tenancy. 


The Agent can deduct and retain from the Holding Deposit for any of the following reasons in the event that an assured shorthold tenancy cannot be proceed: 


1. If the Applicant(s) has provided false or misleading information, which is sufficient enough to prevent them from being granted an assured shorthold tenancy. 


2. If the Applicant(s) are unable to take up occupation of the property under an assured shorthold tenancy because of their immigration status under Section 21 of The Immigration Act 2014 (persons disqualified) 


3. If the Applicant notifies the Agent before the end of 90 days from the signing of this Holding Deposit Form or before the commencement of the assured shorthold tenancy, whichever comes first, that they no longer wish to proceed with the 0ncy.ct from 1st June 2019, the legislation outlines various information in relation to permitted fees and prohibited fees.

We have outlined what the fees are and h they will affect all assured shorthold tenancies, student accommodation and licences to occupy in England (only) entered into from 1 June 2019.

Permitted fees in the Tenants Fees Act

For the tenancy agreements affected by the new Tenant Fees Act, all payments to the landlord are prohibited unless they are listed as permitted in the new legislation.

Here are the permitted fees in the Tenants Fees Act (listed in Schedule 1) that landlords and letting agents are allowed to request and receive:

1. Rent

Although a permitted payment, landlord’s need to be aware that the rent should be agreed at the start of the tenancy and should be payable on regular agreed intervals, e.g. weekly, monthly, etc.

A landlord cannot request a higher amount of rent in month one to offset the costs of setting up a tenancy (banned fees), e.g. month one rent charge being £800, and then in months two to 12 charge £600 rent. The additional amount paid in month one would be a prohibited payment. Likewise, if a landlord attempts to delay a higher amount to say month four that would also be deemed a prohibited payment.

If the tenant does not have a suitable guarantor, the landlord can ask the tenant to pay a lump sum upfront for the full term of the tenancy but, this payment must not equate to more than if the landlord charged monthly, e.g. if the rent is £500 per month and the tenancy was for a fixed term of six months, the landlord could not charge any more than £3,000.

After the tenancy has commenced, the landlord can reduce or increase the tenant’s rent without breaching the Tenant Fees Act if, this is agreed with the tenant or, the landlord have a rent review clause within the tenancy agreement which allows for a reduction or increase. The landlord can also increase the rent by way of a Section 13 Notice.

2. Tenancy deposit

This is payable at the outset of the tenancy as security for any damage. No change is made to the requirements of protecting the deposit and providing the tenant with the prescribed information, etc.

The amount requested from the tenant has changed to:

  • If the annual rent is less than £50,000 per annum, the deposit is capped at five weeks
  • If the annual rent is more than £50,000 per annum, the deposit is capped at six weeks

The formulae used to calculate the five or six weeks rent is to take the annual rent, divide by 52 which gives the weekly rent and multiply by either five or six weeks, e.g.:

  • Monthly rent = £500 x 12 = £6,000 (annual rent) ÷ 52 = £115.38 x 5 = £576.90

This cap applies to the total weekly rent for the property, not for each individual tenant. For example, if there are three tenants who are jointly liable, for a weekly rent of £300, the landlord wouldn’t be able to ask each tenant to pay a tenancy deposit of up to five times the weekly rent (5 x £300 =£1500).  The maximum the landlord could ask the tenants to pay would be £1,500 between them, e.g. split equally between the three would be £500 each.

As outlined above, the cap applies to all tenancies entered into from 1 June 2019 and will apply to any fixed term contracts which are renewed for a further fixed term even if it is the same tenants at the same property, as any new agreement entered into will be classed as a new tenancy. At this point, the landlord will be required to repay the amount of the deposit held, which is over the five or six week cap.

From 1 June 2020, any clause within tenancies entered into prior to 1 June 2019 that breaches the Tenant Fees Act, such as the deposit cap, will no longer be legally binding. This applies to all tenancies, even if they have reverted to a periodic tenancy. The landlord will not need to immediately return any part of the deposit in excess of the cap because, the payment was made prior to the Tenant Fees Act. However, the landlord will need to return the deposit in the usual way.

3. Holding deposit

This is usually payable to secure the tenancy whilst referencing checks are being undertaken.

A landlord cannot ask a tenant for more than one week’s rent as a holding deposit and is calculated as set out above.

Only one holding deposit can be held per property, so the landlord cannot charge per tenant. Therefore, once a holding deposit has been paid, the landlord should stop advertising the property as they are not permitted to take multiple holding deposits. These could be deemed as prohibited payments.

There is a deadline for agreement which is 15 days from the date the holding deposit was received. This deadline can be shortened or extended by agreement in writing with the tenant.

The holding deposit must be returned in full within seven days of:

  • Entering into a tenancy agreement with the tenant;
  • The landlord deciding before the deadline for agreement not to enter into a tenancy agreement relating to the property; or
  • The deadline for agreement has passed without a tenancy being entered into.

A holding deposit can only be retained if:

  • The tenant has provided false or misleading information
  • Fails a Right to Rent check
  • The tenant withdraws from the agreement

If the landlord does retain the fee, they must detail their reasons for doing so to the tenant in writing within seven days of them deciding not to proceed.

4. Default fees

A landlord can charge a default fee where, the tenancy agreement allows them to do so for the following:

Late payment of rent

Only when the rent payment has been outstanding for 14 days or more (from the date set out within the tenancy agreement).

Default fees for late payment of rent are capped at 3% above the Bank of England’s base rate for each day the payment has been outstanding. Any fee taken which exceeds this amount would be deemed a prohibited payment.

The tenancy agreement should clearly set out to the tenant the circumstances when they would be liable for a default fee and how the fee is determined.  The landlord must make the tenant aware of these provisions within the agreement prior to it being signed. The landlord must also publish these fees on their website and in their offices.

If the landlord has inherited any tenancy agreements which do not have these provisions within then, they may still be able to recover damages for breach of contract. The landlord can seek to recover these damages at the end of the tenancy via the deposit, however, they are also able to bring a claim at any time throughout the term of the tenancy by initiating legal proceedings.

Landlords and agents cannot include clauses within their agreements that a payment is required as a penalty should the tenant fail to perform an obligation. Even if an amount is not specified, it is highly likely to be deemed as a prohibited payment. Any claims for damages must be based on evidence and will only be permitted where the landlord has incurred costs/actual loss as a contractual breach.

Terms which are highly likely to be deemed unfair and/or breach the Tenant Fees Act are:

  • £25 penalty fee for any payment of rent which is seven days or more overdue
  • £100 per hour for a contractor to visit the property to carry out repairs and maintenance.
  • £50 for a missed appointment with a contractor
  • Sending a letter with regard to late payment of rent chargeable to the tenant at £25 plus VAT per letter and personal visits charged at £75 plus VAT

Replacement key or security device/fobs

The landlord can ask the tenant to pay a fee to cover the cost of replacing the lost key or security device giving access to the property if, it is required under the tenancy agreement. The cost must be reasonably incurred by the landlord as a result of the default. The landlord must provide evidence that their costs are reasonable by providing written evidence, such as an invoice or receipt. The landlord must also provide an itemised and clear breakdown to enable the tenant to determine the reasonableness of the fee charged. The landlord must be able to show that they have obtained the best value for money.

Rather than making the tenant pay a default fee, the Tenant Fees Act encourages landlords or letting agents to give the tenant the opportunity to replace a lost key or security device at their own cost. This would not be in breach of the ban.

Changes to a tenancy

If a tenant makes a reasonable request to alter their tenancy, such as:

  • Allowing pets to be kept;
  • A change of sharer where the tenancy is joint;
  • Permission to sublet;
  • A business to be run from the property; or
  • Any other amendment which alters the obligations.

The landlord can charge a reasonable fee of up to £50 No VAT or, such reasonable higher cost if this is a cost incurred and can provide evidence as to why the fee is higher, e.g. solicitors fees.

The landlord cannot charge a tenant for changes to an agreement before it is entered into, such as requests to remove or amend clauses, etc.

Also, the landlord cannot charge for a renewal or extension of a tenancy agreement as this would be deemed as a prohibited payment.

Early termination fees

The landlord can charge reasonable fees where the tenant requests that the tenancy be terminated early.

To ensure this is a permitted payment, the fee charged cannot exceed the loss incurred by the landlord, e.g. the loss of rent due to the tenant’s decision to leave and/or the costs of re-advertising or referencing or reasonable costs incurred by a letting agent, such as marketing and referencing.

Even if the landlord agrees to the tenant leaving early, they can ask them to pay rent as defined in their tenancy agreement until, a suitable replacement tenant is found. A tenant is liable for the rent until the end of the fixed term or, if the tenancy is a statutory periodic tenancy until the notice period, as defined in the tenancy, has expired.

The landlord cannot charge more than the rent that would have been received before the end of the tenancy. Any over-payment would be deemed as a prohibited payment.

If the tenancy agreement contains a break clause and the tenant exercised that clause, provided they have given the correct notice as defined by the clause, a fee cannot be charged.

Council tax 

Only when the payment is made to a billing authority. This payment cannot be made to anybody else, including the landlord or letting agent.

Utilities – electricity, gas, other fuel, water or sewerage 

These are all permitted payments if, the tenancy agreement requires the payment to be made.

If a tenant is directly responsible for paying the gas and electricity, they have the right to choose the supplier. The landlord cannot prevent them from doing this, irrespective of any clause within the tenancy agreement. The tenant also has the right to change the meter installed.

A landlord or agent can receive payment directly for a utility, however, the charges levied cannot exceed the actual cost of the utility otherwise they will be breaching the Maximum Resale Price Provisions (MRPP) set by Ofgem. Tenants are entitled to receive a breakdown of the costs.

Loans taken by tenants under the Green Deal Plan or any other energy efficiency schemes are also excluded from the ban.


Landlords cannot over-charge tenants for the resale of water as set out in the MRPP Water Resale Order 2006. Landlords who resell water and sewerage cannot charge more than the amount they are charged by the water supplier.

However, they can charge a reasonable administration fee to cover administration costs and the maintenance of meters. The permitted payment is £5 each year for a property without a meter and £10 each year for a property with a meter.

Broadband, TV or phone payments

These are permitted payments if, the tenancy agreement requires the payment to be made. However, landlords or agents are prohibited from overcharging under the Tenant Fees Act.

Payment for a TV licence is similar to payment of the council tax as mentioned above, as it can only be made to the BBC.

Prohibited fees in the Tenants Fees Act

Anything that is not a permitted fee is a prohibited fee, which includes:

  • Viewing fees
  • Tenancy set-up fees – including 3rd party fees
  • Inventory fees
  • Referencing fees – including 3rd party fees
  • Guarantor/guarantee fees
  • Check-out fees
  • Cleaning fees
  • Gardening fees

Third party fees

A tenant cannot be charged for the services of a third party. However, if a tenant wishes to employ the services of a third party, e.g. an inventory serve, they will be responsible for the costs.

The landlord cannot make it a requirement of the tenancy that the tenant takes out insurance although, they may choose to do so voluntarily.

Cleaning fees

The landlord cannot require a tenant to pay for professional cleaning when they vacate the property, however, they can request that the property is cleaned to a professional standard. Tenants are responsible for ensuring that the property is returned in the same condition as when they first went into occupation. Fair wear and tear is accepted but not damage.

The landlord cannot insist that the tenant uses a particular cleaning company. However, if the property is not left in a reasonable condition, they can recover the costs incurred in returning the property to its original condition and/or carrying out repairs by claiming against the tenancy deposit. If the tenant returns the property in the same condition as when they first went into occupation apart from wear and tear, the landlord cannot claim deductions from the deposit for this.

Property Trader Nts Letting and Sales does  NOT charge VAT on any service or products brought or serviced by Property Trader Nts Letting and Sales

We do not charge VAT on any service or products .