Tenant Policy

Hermes, the landlord, and the tenant

Hermes primarily acts as an accommodation broker and communication intermediary. It may arrange viewings, transmit documents, coordinate reservations and payments, and support check-in or tenancy communications. Unless expressly agreed otherwise, Hermes is not the property owner and is not a party to the tenancy agreement.

The landlord makes the final decision on a tenant application and remains responsible for the property, the tenancy agreement, major repairs, and other ownership obligations. Tenants must communicate accurately and respectfully with both Hermes and the landlord.

Applications and property selection

• Applicants must be at least 18 or be represented by an authorised parent, guardian, sponsor, or other person.
• Identity, study or employment, income, funding, guarantor, tax-code, visa, or residence documents may be requested where relevant.
• Information must be genuine, current, complete, and readable. Suspected fraud or identity misuse may be reported to the appropriate authority.
• Hermes takes reasonable steps to check a landlord's identity, authority, property details, and payment instructions, but these checks are not a title guarantee, survey, or legal certification.
• Applicants should confirm important features in writing and consider the address, travel time, accessibility, room size, shared facilities, heating, internet, and occupancy before reserving.
• Remote photos and viewings may not reveal noise, smells, natural light, neighbourhood conditions, accessibility barriers, or every defect.

Reservations, fees, and cancellations

A property is reserved only after the required documents and payment are received and Hermes issues confirmation. The confirmation should identify the property, proposed dates, payment, deadlines, remaining conditions, and refund rules.

Reservation, registration, brokerage, or service fees must be explained before payment. Refundability depends on the payment's purpose, work completed, the stage reached, who caused the reservation to fail, and mandatory consumer law. Tenants should pay only through an official, verified payment method and keep receipts.

Agreement, rent, deposit, and duration

• Read the tenancy agreement before signing. It should state the property, rent, deposit, duration, payment dates, utilities, notice rules, approved occupants, and each party's responsibilities.
• Rent and other charges must be paid on time to the authorised recipient using the correct reference. Keep proof of payment.
• The security deposit is separate from rent and Hermes service fees and should not be treated as the final month's rent unless agreed in writing.
• Leaving early does not automatically end rent or other obligations. Contact Hermes and the landlord immediately and follow the agreement's lawful notice procedure.
• Extensions and transfers require availability, landlord approval, settled payments, updated documents, and written agreement. Any Hermes renewal or transfer fee must be disclosed and accepted before the additional work begins.

Check-in, condition, and keys

• Arrange check-in in advance and report travel delays promptly.
• Inspect the room and shared areas on arrival. Promptly report existing damage, missing items, stains, defects, or cleanliness issues, with photographs where possible.
• Keep keys, cards, remotes, and access codes secure. Do not copy or give them to an unauthorised person. Report loss immediately; reasonable replacement or lock costs may be charged where the tenant is responsible.

Occupancy and respectful conduct

• Only approved tenants and occupants may live at the property. Subletting, paid hosting, transferring a room, or habitual occupation by an unapproved person is prohibited.
• Visitors must not cause overcrowding or disturbance. Overnight guests should not stay for more than two consecutive nights without prior permission, unless the property-specific rules state otherwise.
• Harassment, discrimination, intimidation, threats, violence, stalking, and deliberate exclusion from shared facilities are prohibited.
• Respect quiet hours, neighbours, condominium rules, shared facilities, and reasonable cleaning and waste-separation arrangements.
• Smoking and vaping indoors are prohibited. Pets require written approval. Dangerous or illegal activity, open flames, and unapproved cooking or large refrigeration appliances in bedrooms are prohibited.
• Do not drill, paint, alter furniture or fixtures, install equipment, or change locks without written approval, except for an urgent lawful safety measure that is promptly reported.

Care, repairs, access, and emergencies

• Keep the property reasonably clean, hygienic, ventilated, and free from avoidable damage. Remove and separate waste under local rules.
• Report leaks, damp, mould, pests, electrical faults, appliance failures, broken fixtures, or other defects without unnecessary delay, including safe photographs or video where useful.
• Tenants are responsible for ordinary daily care and tenant-caused damage, not structural, latent, major-system, or age-related repairs allocated to the landlord by law or the agreement.
• Allow reasonable access on appropriate notice for repairs, maintenance, inspections, meter readings, and agreed end-of-stay viewings. Immediate access may be necessary in an emergency.
• For fire, suspected gas leaks, active flooding, forced entry, dangerous electrical faults, or an immediate safety threat, contact the appropriate emergency service first, then inform the landlord and Hermes as soon as possible.

Check-out and complaints

At check-out, leave by the agreed time, remove belongings and waste, clean the areas used, return furniture and inventory to their proper place, and return every key and access device. Damage beyond normal wear, missing items, and outstanding payments may be documented and charged where permitted.

Send notices, repair reports, payment concerns, transfer requests, and complaints through the official channel. A complaint should identify the property and reference, explain what happened and when, include available evidence, and state the requested outcome. A tenancy complaint may also need to be sent directly to the landlord under the agreement.