Tenant and landlord fees
We do not charge tenants a fee to rent a property through Hello Neighbour.
This page lists every payment a tenant can be asked to make, every fee we charge landlords, and the client money protection and redress schemes we belong to. If you are asked for anything that is not on this page, tell us on 020 8138 8848 or contact@hello-neighbour.com.
Tenants: before and at the start of your tenancy
The only payments you can be asked to make are the ones permitted by the Tenant Fees Act 2019.
| Payment | What it is |
|---|---|
| Holding deposit Maximum one week's rent | This reserves the property while referencing is completed, and it comes off your first month's rent. See below for when it is returned. |
| Tenancy deposit Maximum five weeks' rent | Six weeks' rent where the annual rent is £50,000 or more. It is protected in a government-approved scheme and returned at the end of the tenancy, less any deductions agreed with your landlord. |
| Rent | The amount set out in your tenancy agreement. |
Getting your holding deposit back
Your holding deposit is returned in full if the landlord withdraws, if you are not offered the tenancy, or if no agreement is reached by the deadline.
It can be kept only in the circumstances the Tenant Fees Act allows: you give false or misleading information, you fail a Right to Rent check, you withdraw, or you do not take reasonable steps to enter into the tenancy. If any of those apply we will write to you within seven days explaining why.
Tenants: during your tenancy
| Payment | When it applies |
|---|---|
| £50 including VAT | If you ask to change the tenancy: a change to a term, adding a tenant, or changing who lives there. Where our reasonable costs are higher than £50 we will show you what they are before you decide. |
| Leaving without full notice | If you end your tenancy without giving the notice your agreement requires, no more than the rent for the notice period you should have given. You can never be required to give more than two months' notice. We will give you the figure in writing before you agree. |
| Interest on late rent 3% above the Bank of England base rate | Charged only on rent more than 14 days overdue, and only from the date it fell due. |
| Replacement keys | Our reasonable costs of replacing a lost key or security device, evidenced in writing. |
| Bills | Utilities, communication services, the TV licence and council tax, paid to the provider or the council as set out in your tenancy agreement. |
Nothing else is payable. We do not charge tenants for referencing, for drawing up the tenancy agreement, for an inventory, for check-in, or for renewing a tenancy.
Landlord fees
All prices include VAT. Fixed fees, never a percentage of the rent.
Finding a tenant
| Fee | What it covers |
|---|---|
| Get Listed £29, one-off | Your advert on Rightmove, Zoopla and OnTheMarket for three months, with tenant enquiries pre-screened. |
| Get Rented £59, one-off | Get Listed plus compliance checks, the tenancy agreement, deposit registration and move-in. Upgrading from Get Listed costs £30. |
| Get Rented Pro £1,440, paid on move-in | We find your tenant for you: photos, advertising, viewings, referencing, the tenancy agreement and move-in. Add £100 for four bedrooms or more. |
| Get Moved-In Pro £490 | For landlords who have found their own tenant: referencing, the tenancy agreement, compliance and move-in. |
Property management
| Fee | What it covers |
|---|---|
| Rent Collection Plus £30 a month | We collect the rent and monitor compliance. You handle tenant issues. |
| Management Complete £150 a month | Full management with a dedicated property manager, relets included, on a rolling monthly contract. |
| Management Plus £194 a month | Management Complete plus your EICR, EPC and gas safety certificates and rent guarantee insurance. 12-month minimum term. |
| HMO management £194 a month | Management Complete for Houses in Multiple Occupation, with HMO compliance monitoring and inspections. |
Management prices are for properties with one to three bedrooms. Add £10 a month for four bedrooms or more.
Extras
| Fee | What it covers |
|---|---|
| Rental valuation Free in London, otherwise £50 | A written valuation based on comparable lets and our own lettings data. |
| Professional photos and floorplan £79 | Photography, a 3D tour and a floorplan. |
| Get Viewings £45 per slot | A 30-minute slot of two 15-minute viewings, hosted by us. |
| Get Reference £30 per tenant | Credit, employer and landlord references with Open Banking checks. |
| Inventory £95 | An independent inventory by an accredited clerk. Add check-in for £50. |
| Gas safety certificate £95 | Inspection by a Gas Safe registered engineer. Add an annual boiler service for £43. |
| EICR £175 | Electrical Installation Condition Report by a qualified electrician. |
| EPC £95 | Energy Performance Certificate by an accredited assessor, lodged on the national register. |
| Mid-tenancy inspection £85 | An independent visit with a photographic report. |
| Rent & Legal Protection £250 | Rent guarantee and legal expenses cover, arranged by Alan Boswell Insurance Brokers. |
Client money protection
Hello Neighbour Ltd is a member of the UKALA Client Money Protection Scheme, membership number 192843. The scheme is insured by Hiscox Insurance Company Limited.
Download our Client Money Protection certificate.
Redress schemes
Hello Neighbour Ltd is a member of two redress schemes:
- The Property Ombudsman, membership number T06401 (www.tpos.co.uk)
- The Property Redress Scheme, membership number PRS020308, operated by HF Resolution Limited, 55 Mark Lane, London EC3R 7NE (www.theprs.co.uk)
If something goes wrong, tell us first. Our complaints procedure sets out how we handle it and how long we take. If we cannot resolve it, you can refer your complaint to either scheme. The choice is yours.
Hello Neighbour Limited is registered in England and Wales, company number 10634461. Registered office: 8th Floor, Apex Tower, 7 High Street, New Malden, London KT3 4LH. Telephone 020 8138 8848. Email contact@hello-neighbour.com.
Last updated 30 October 2026.