Tenant help centre

Tenarize is UK property management software. Your landlord uses it to keep the tenancy's compliance paperwork, agreements and rent in one place. Your side of it is the tenant portal.

From the portal you can:

• Review the tenancy terms and your safety certificates before you commit to anything.
• Read and e-sign your tenancy agreement, and ask for a change first if something isn't right.
• Set up a Direct Debit and pay rent, or let it go out automatically each month.
• See your rent payment history, meter readings and deposit protection details.
• Report a maintenance problem and follow what's happening with it.

Worth knowing: The portal is free for you. Your landlord pays for Tenarize; you're never charged for using it.

1. Your landlord invites you. You'll get an email with a link containing a one-time code.
2. Follow the link, check the details shown are yours, tick to accept the terms and privacy policy, and set a password.
3. That's it — you're signed in, and the tenancy appears on your portal home.

You set your own password. Your landlord never sees it and can't set one for you.

Worth knowing: Invite codes expire after 14 days. If yours has, you'll get a clear message saying so — just ask your landlord to send a new one.

• Forgotten password — use the Forgot password link on the tenant login page. You'll be emailed a reset link, valid for an hour and usable once.
• Expired invite — ask your landlord to send a new one. Codes last 14 days.
• Wrong or inaccessible email address — ask your landlord to use Reset portal account. That clears the old login and issues a fresh invite to the corrected address.
• Locked out after wrong passwords — five failures locks the account for fifteen minutes. Wait it out, or reset your password.

Worth knowing: If your landlord changes your email address or resets your account, you're emailed about it and it's recorded in the tenancy's history. You should never be moved without knowing.

Your profile page has a two-factor section. You can enable an authenticator app (Google Authenticator, 1Password, Authy and similar), one-time codes emailed to you at login, or both.

Either way you're given a set of single-use backup codes. Keep them somewhere other than the phone you authenticate with — they're what gets you back in if you lose it.

You're emailed whenever two-factor is turned on or off, so a change you didn't make doesn't pass unnoticed.

Your tenancy page carries:

• Landlord contact — the name, email and phone your landlord has nominated for tenant contact.
• The terms — rent, deposit and start date, alongside the documents you should review before committing.
• Your documents — the safety certificates, the Renters' Rights Act information sheet, the tenancy agreement and the inventory report.
• Deposit protection — the scheme and reference once your landlord has registered it.
• Meter readings — with serial numbers and photos, so you have the opening reading in writing.
• Rent — payment history, and the card for paying or setting up a Direct Debit once the tenancy is active.
• Maintenance — anything you've reported and where it's got to.

For a let in England, the paperwork you should expect to see includes:

• Gas Safety Certificate (CP12) — annually, where the property has gas appliances.
• Electrical Installation Condition Report (EICR) — at least every five years.
• Energy Performance Certificate (EPC) — a property should normally be rated E or better to be let at all.
• Renters' Rights Act Information Sheet — setting out your rights, given before the tenancy is agreed. This replaced the old How to Rent guide from 1 May 2026.
• Your tenancy agreement.
• Deposit protection prescribed information — which scheme your deposit is in and how to get it back.

Everything your landlord has uploaded appears under Your documents, listed by what each one is and when it expires rather than by filename.

Worth knowing: This is a description of the usual position in England, not legal advice. If something is missing, ask your landlord — and if you don't get anywhere, Citizens Advice or Shelter can help.

Some things are deliberately one-way:

• The vetting checklist — right to rent, ID, income, credit check and references — and any documents attached to it.
• Anything marked landlord-only, such as mortgage paperwork or correspondence.
• What a repair cost and any supplier invoice attached to a maintenance request.
• The raw room-by-room photos taken during a walkthrough. You get the finished inventory report, not the working photos.

This works the other way too: your landlord doesn't see your password, and if you delete your portal login they keep only the tenancy record they're legally obliged to keep — not your account.

Worth knowing: You always have the right to ask your landlord what personal data they hold about you. You can also download everything Tenarize holds for you yourself.

Meter readings recorded by your landlord appear on your tenancy page, read-only, with the meter serial number and usually a photo of the meter face.

This is worth checking on the day you move in. A disputed opening reading is one of the most common arguments with an energy supplier, and a dated photograph settles it.

1. Your landlord generates the agreement and signs it first.
2. You're emailed the moment it becomes your turn. The tenancy page shows a Review & Sign button.
3. The document opens in the portal. Read it in full, then sign — it's a real e-signature, legally binding, no printing involved.
4. Once you've signed, the completed document is stored against your tenancy and the tenancy becomes active.

Worth knowing: Read it before you sign. If something isn't right, ask for a change rather than signing and hoping — once signed, it's the contract.

A pending agreement has an option to raise a free-text change request. Describe what you'd like changed and why. Your landlord is emailed and it appears on their tenancy page.

If they agree, they amend the clauses or the addendum and send a fresh version, which automatically cancels the old one — so there's never more than one live document. If they don't, they can tell you and the original stands.

Worth knowing: Raising a request doesn't sign anything and doesn't commit you. Nothing takes effect until you actually sign.

You're not obliged to sign. Declining sends your reason to your landlord and leaves the tenancy inactive — no start date is set, and no rent becomes collectable.

Your landlord can then put the tenancy back a stage, change the terms and send a revised agreement, or not proceed. Nothing about the arrangement takes effect through Tenarize until both signatures are in.

Worth knowing: If you've already moved in or paid money, declining a document doesn't undo that. Take advice from Citizens Advice or Shelter if you're unsure where you stand.

Electronic signatures are legally recognised in England and Wales for an ordinary residential tenancy agreement. Signing is handled by BoldSign, a dedicated e-signature provider, which records who signed, when, and produces a completed document both parties keep.

Every signing event is also recorded on the tenancy's own audit trail, so there's a durable record independent of the document itself.

Worth knowing: The agreement itself is generated from a template rather than drafted by a solicitor for your particular circumstances — it says so on its own first page. If anything about your situation is unusual, take advice before signing.

1. Open your tenancy and find the rent card. Choose to link a bank account.
2. You're taken to Stripe's own secure page to enter your sort code and account number and authorise a Bacs Direct Debit mandate, protected by the Direct Debit Guarantee.
3. You're returned to the portal with the account linked. From then on you can press Pay rent now whenever rent is due, or switch on auto-pay.

Worth knowing: You only ever type your bank details on Stripe's page, never into Tenarize. Tenarize never sees or stores your sort code or account number.

Paying through the portal is generally optional — check with your landlord if you'd rather pay another way.

With auto-pay on, the rent is collected on your rent due day each month without you doing anything. It's opt-in and controlled entirely by you from your tenancy page — your landlord can't switch it on for you, because you're the one who authorised the mandate.

• You can still press Pay rent now with auto-pay on. Tenarize checks whether the month has already been paid, so you can't be charged twice.
• You can switch it off whenever you like.
• If a payment fails, another attempt is made four days later, and once more four days after that, before it counts as a failed month.

Worth knowing: If auto-pay is switched off automatically after two failed months, linking working bank details switches it back on and emails you both — so you aren't quietly opted back in without knowing.

Bacs isn't instant. The first collection on a new mandate can take up to 7 business days to confirm; once the mandate is established it's around 4 business days. A payment shows as Processing in the meantime, and it counts as paid for that month.

A brand-new mandate also needs a couple of business days to be registered with your bank. Paying immediately after setting one up can occasionally fail for that reason alone — try again rather than assuming something is broken.

Worth knowing: Because it takes days rather than minutes, pay a few days before the due date if you want it to land on time.

Rent is collected through Stripe, a regulated payment provider. On a Bacs Direct Debit, the name shown on your statement is the name of whoever collects it — so it reads as Stripe rather than your landlord or Tenarize.

Stripe also emails you the mandate confirmation and advance notice before each collection, so you always have a record of the amount and the date it's due.

Worth knowing: If you see a Direct Debit you genuinely don't recognise, check the amount and date against your rent history in the portal before contacting your bank — and ask your landlord if it still doesn't match.

The rent card has an option to change your bank details once an account is already linked. It takes you back through Stripe's hosted page to authorise a new mandate, and the old one is detached once the new one is saved.

This is exactly what to do if a payment has failed and a retry is scheduled — updating your details before the retry fires usually means the retry succeeds and nothing escalates.

• You and your landlord are both emailed as soon as the failure comes back.
• The month reopens as unpaid, so you can pay it again from the portal.
• If it was an auto-pay attempt, a retry is scheduled four days out, and another four days after that.
• Two failed months in a row switches auto-pay off, and both of you are told.

If the cause was the account itself — a closed account, or a cancelled mandate — use change bank details before the retry fires.

Worth knowing: Rent that isn't paid is still owed. Speak to your landlord early if there's a problem — a missed payment can eventually lead to interest being charged and, if it goes on, to possession proceedings.

Your tenancy page lists every rent payment with its date, amount and status. You're also emailed each time a payment succeeds or fails.

If you need a full copy for a mortgage application or a reference, Download my data from your profile includes your complete rent payment history.

Under the Tenant Fees Act 2019 a landlord in England cannot charge an arbitrary flat late fee. The only permitted charge is interest, and it's constrained twice over:

• It is only chargeable once the rent is more than 14 days overdue.
• The rate cannot exceed the Bank of England base rate plus 3 percentage points.

Tenarize enforces both. Your landlord cannot set a rate above the cap, and the amount is recalculated against the current cap every time it's charged — so if the base rate falls after they set it, the charge is automatically reduced to the legal maximum rather than continuing at a rate that has since become too high.

Worth knowing: Whether your landlord charges interest at all is up to them. If they do, the tenancy agreement generated by Tenarize states the rate on its face — and if it says no interest applies, none is charged.

If interest has accrued, your rent card shows what's accrued and a Pay late fee button. It's a distinct payment from the rent itself — it's never added onto a rent charge, and auto-pay never collects it.

You're emailed a confirmation showing the rate applied, how many days overdue the rent was, and the due date — the arithmetic you'd need to check the figure yourself.

Worth knowing: Your landlord can waive an accrued charge. If they have, the payment is refused with a message saying so — you don't owe it.

A tenancy deposit in England must be placed in a government-approved protection scheme within 30 days of the landlord receiving it, and you must be given the scheme's prescribed information.

Once your landlord records it, the Deposit protection section on your tenancy page shows the scheme and the reference. You can also check directly with the scheme itself using that reference.

Worth knowing: If 30 days have passed and nothing appears, ask your landlord. Late protection is a breach with real consequences for them, and it's much easier resolved early than at the end of a tenancy.

The Tenant Fees Act 2019 caps a tenancy deposit at five weeks' rent, rising to six weeks where the annual rent is £50,000 or more.

Tenarize calculates the cap from the rent and refuses to save terms with a deposit above it, so a tenancy set up through the app can't exceed it.

Worth knowing: That's the tenancy deposit. A separate holding deposit is capped at one week's rent and has its own rules.

At the end of the tenancy your landlord records the date the deposit was returned, the amount, and any deductions. Tenarize reminds them if a return looks overdue.

Deductions have to be justified against the condition of the property, which is exactly what the check-out inventory is for. A check-out report produced by Tenarize's walkthrough tool puts the move-in and move-out photographs of each room side by side, so a claimed deduction can be checked against how the room actually looked when you arrived.

If you disagree, the protection scheme holding your deposit runs a free dispute resolution service. Raise it with them — and check the report carefully before signing it in the first place, since you can query it rather than just signing or refusing.

The inventory is a room-by-room record of the property's condition and contents at the start of the tenancy, usually with photographs. Your landlord may produce it with Tenarize's walkthrough tool or upload one they made elsewhere.

It matters at the end, not the beginning. When your deposit is settled, any deduction for damage has to be justified against the difference between the move-in and move-out condition. An accurate inventory protects you as much as your landlord — arguably more.

Worth knowing: Go through it properly. Existing marks, worn carpets and chipped paint recorded at move-in are things you can't be charged for later.

• If the report was generated by Tenarize's walkthrough tool, it goes through the same e-signature flow as the tenancy agreement — landlord first, then you. You're emailed when it's your turn.
• If your landlord uploaded their own document, you confirm it in the portal instead. An arbitrary uploaded file can't carry real signature fields, so this simpler route is used.

Either way you get a copy under Your documents, and either way you can raise a query first — see below.

You don't have to choose between signing something you disagree with and refusing outright. On a report awaiting your signature there's an option to raise a query, either against the report generally or against one named room.

Your landlord then has two options, and both leave a record:

• Dismiss it — they must write a response explaining why, and you're emailed it. The report is unchanged.
• Edit and re-send — they reopen the walkthrough, correct the notes or photos, and a new report is generated and sent to you both for signature.

Worth knowing: A query can only be marked resolved by actually re-sending a corrected report. Your landlord can't quietly close it without either changing something or writing to you.

Periodic inspections are ordinary practice, and Tenarize reminds landlords when the next one is due based on the interval they've set. Your landlord records what they found, with notes and sometimes photographs.

Worth knowing: A reminder in an app is not permission to enter. Your landlord must still give you at least 24 hours' written notice and visit at a reasonable time, and you have a right to quiet enjoyment of your home. If access is being demanded unreasonably, Citizens Advice or Shelter can advise.

1. Open your tenancy and choose to report an issue.
2. Pick the category and urgency, and describe the problem — what it is, where it is, and when it started.
3. Send it. Your landlord gets an in-app notification and an email immediately.

The request appears on your tenancy page with its status, so you can see when it moves from Open to Assigned (a tradesperson has been picked) and then to Resolved.

Worth knowing: Report things in writing through the portal even if you've also mentioned them in person. A dated record of when you reported a problem is genuinely useful if it isn't dealt with.

Your landlord gets an immediate notification and email. The request then sits in their outstanding list, and Tenarize includes it in their weekly digest email every Monday until they act on it — assigning a supplier, resolving it, or cancelling it.

You can see the status change on your tenancy page. What you won't see is what the work cost or any supplier invoice — those are private to your landlord.

Worth knowing: Tenarize chases your landlord; it doesn't carry out repairs or set deadlines for them. If a genuine disrepair problem isn't being dealt with, your council's environmental health team can act, and Citizens Advice or Shelter can tell you how.

The portal notifies your landlord, but it isn't monitored around the clock and it is not an emergency service.

• Smell gas — leave the property and call the National Gas Emergency Service on 0800 111 999 immediately.
• Fire, or immediate danger to life — call 999.
• Major water leak — turn off the stopcock and call your landlord directly.
• Electrical danger — turn off at the consumer unit and call your landlord or a qualified electrician.

Then log the issue in the portal with the urgency set appropriately, so there's a dated written record of what happened and when.

Once your landlord records the tenancy as ended, a move-out checklist is created on their side covering four things:

• Check-out inventory — comparing the property against the move-in report, signed by both of you.
• Final meter readings — worth checking against your own photos on the day.
• Keys returned — all keys, fobs and access devices.
• Forwarding address — needed for correspondence, especially about your deposit.

Your deposit is then settled — see getting your deposit back.

Tenarize records what happens; it doesn't set your notice period. Your tenancy agreement states it, and since 1 May 2026 all assured tenancies in England are periodic rather than fixed-term, which changes what applies compared with older fixed-term agreements.

Give notice in writing to your landlord, keep a copy, and ask them to confirm receipt. Portal messages aren't a substitute for proper written notice unless your landlord has agreed that they are.

Worth knowing: If you're unsure what notice applies to you, Citizens Advice and Shelter both have free guidance, and Shelter has a helpline.

The Renters' Rights Act abolished Section 21 no-fault eviction entirely from 1 May 2026, for existing tenancies as well as new ones. A landlord now has to rely on one of the statutory Section 8 grounds, and each ground carries its own minimum notice period.

A notice is not an eviction. Only a court can order possession, and only a court-appointed bailiff can carry it out. You do not have to leave on the date a notice expires, though staying on can affect costs if a court later orders possession.

Worth knowing: This is a summary of the position in England, not legal advice about your case. If you've been served notice, get free advice from Shelter, Citizens Advice or your council's housing options team — early, not at the last minute.

Download my data on your profile page produces a zip containing a structured file of your tenancies and rent payments, plus the actual document files you're entitled to — your agreement, safety certificates and inventory report.

It deliberately excludes your landlord's own vetting records about you, which are their records rather than yours to export from here. You can still ask them for those directly under your data protection rights.

Worth knowing: This export keeps working even if your landlord's subscription lapses and the rest of the portal is locked — so you're never cut off from your own paperwork.

Deleting your account from your profile page (confirmed with your password) removes your login. The tenancy, its documents and its history remain with your landlord, simply no longer linked to an account.

That's deliberate. A landlord has to be able to produce compliance and tenancy records — for a deposit adjudication, a tribunal or a data request — and a tenant closing a login can't erase the landlord's own obligations.

Worth knowing: Download your data first if you want a copy. Deletion is not reversible, though your landlord can invite you again later if the tenancy is still running.

• Your bank details never reach Tenarize. The Direct Debit is set up on Stripe's own hosted page. Tenarize only ever holds Stripe references, never a sort code or account number.
• Data is encrypted in transit and at rest, and hosted in the EU.
• Documents are served through authenticated links, not public URLs — a document link doesn't work for anyone not entitled to it.
• Every third party involved — Stripe, BoldSign, Google Maps, Resend, Cloudflare, Render, OpenFreeMap — is named in the Data Processing Agreement with what it does.

More detail is on the security page and in the privacy policy.

If your landlord's subscription payment fails or they cancel, there's a seven-day grace period and then the app pauses — for them and for you. You're emailed separately when it happens, because it affects your access over a billing arrangement you aren't part of.

Download my data stays available throughout, so you can always take a copy of your agreement, certificates and rent history. Nothing is deleted, and everything comes back if your landlord resubscribes.

Worth knowing: Your tenancy itself is unaffected. This is about access to the software, not to your home or your rights — rent, notice and deposit obligations continue exactly as they were, and you'd pay rent directly to your landlord in the meantime.