Our Tenant Services

Tenant Information - Everything you need to know!


We at Harbour want to ensure that your tenancy runs as smooth as possible. From time to time there may be maintenance issues in your property. We ask for you to report any problems to us as soon as possible to prevent any further complications with the property.

All non urgent maintenance requests please send us an email and we will action as soon as possible. For Emergencies please see below

Major leaks

Turn the water off at the main stopcock (Usually under the sink, if you don't know where this is then please let us know)
If electrics are affected, turn off the electricity at the consumer unit
Call Elite Plumbing on 07738411340

Smell Gas

Open the doors and windows.
Check to see if any gas has been left on unlit, or the pilot light has gone out. If so, turn the appliance off, and do not try to relight it.
Phone the gas emergency service immediately:
National Grid 0800 111 999
Do not turn any electrical switches on or off.
Do not use the door bell.
Do not smoke.
Do not use matches or naked flames.

No Hot Water

Please call Elite Plumbing on 07738411340
Locked out?
Please call our locksmith on Anubis Locksmith 07590997364

Urgent Electrical Faults or Loss of Electricity

If neighbours are also affected, call your electricity company (check your electricity bill for the number).
Check your fuse box to see if a switch has tripped or a fuse blown
If you have an urgent electrical fault please call Keith Sealy on 01443 77149


If you require further assistance, then please call 07948804717

Your Bond Deposit

The Bond deposit is payable on signing your tenancy agreement. As soon as the deposit is paid it will be registered and held by The Deposit Protection Service, a government approved scheme. The funds are held by the DPS for the duration of your tenancy.

The deposit will be refunded once you have vacated the property and the check out inspection completed. If there are any deductions this may delay the refund process. All claims are made through the DPS online portal.

We work with you ensure that all claims are fair and reasonable. Should a decision not be reached then the claim will be passed to an independent adjudicator.

Rental Payments

Your rental payments are payable in advance by standing order prior to your rent due date. If you are unsure of what day your rent is due then please refer to your tenancy agreement or contact the office.

For any late rental payments, charges may be incurred in line with the terms and conditions of your tenancy agreement. If you feel you will not be able to pay your rent on time, it's always best to pre-empt this and contact us as soon as possible to discuss the situation.

Finding A New Home

Once you have completed the viewing process and found your new home you will be required to pay a holding fee of 1 weeks rent. This is used to hold the property until your references have been completed and your contracts signed. These funds are refunded as soon as your tenancy application has been completed.

You may be required to provide a guarantor should you not meet the referencing criteria. The guarantor will agree to make any payments should you be in breach of your agreement. Once your references have been completed and your tenancy agreements signed, we will arrange your move in date. Key collection will be arranged from our office in Cowbridge

Complaints Procedure

We will always go over and above to ensure that our clients are happy with our services. We have the best team and offer a wealth of experience in the property management industry. Although we try, we may not get everything right, all of the time.

​> Stage 1 - In most cases please give us a call so we can resolve your complaint straight away! Our team are friendly and are here to help you.
​> Stage 2 - If your complaint cannot be resolved over the phone we may ask you to put your complaint in writing. We will respond within 14 days
​> Stage 3 - Once we have responded in writing, if you are still not satisfied with our response we will invite you for a meeting.
​> Stage 4 - If you are unhappy with the response you have received, your complaint can be passed to the Property Redress Scheme.

What Our Clients Say About Us!

Amazing service! They could not do enough for us and were such a great help throughout the process. Would highly recommend. Thank you so much!

Miss Thomas