Online Letting Agent - Landlords FAQ

Frequently Asked Questions

MakeUrMove are an online letting platform used by private landlords and tenants across the UK. Our mission is to improve the world of renting by bringing landlords and tenants together through people-focused technology. We have developed our platform with you in mind and have a team of professionals supporting you through the letting process.

You can choose from an advertising as you need it service or build your own management subscription to include advertising, tenant reference checks, documents, renewals, rent collect, rent protection and even guaranteed rent.

Our website is continually updated with the latest news, regulation and legislative changes to keep you up to date. Make sure you subscribe to get these updated direct to your inbox.

Below is a list of frequently asked questions, if the answer you are looking for is not here please do get in touch with the team using our contact us form.

Do you charge tenant fees?

No – we do not charge tenants any admin fees related to applications or tenancy creations and we require all landlords to agree not to charge any fees to tenants also.

Why don't you charge tenant fees?

The tenant fee ban draft bill is expected to become law in 2019 and landlords need to prepare for this, we have put together a range of services which help private landlords' budget whilst also giving them a more comprehensive service to help make life simpler. You can choose to pay for reference checks as you need them or subscribe to an annual service which includes them and much more.

Do I have to use you for property management?

No, our service is very flexible to suit your needs. Visit our package page to compare the services we offer when you need to find a tenant. Once you have found a tenant you can stick with a pay as you need it service or subscribe to our Good Landlord package to cover the basics and get access to the property management platform. You can choose to add on any services that you feel may be of benefit like rent protection or full property management.

How does your free tenant find service work?

You can advertise your property on until it is let free of charge. If you want to advertise your property on Rightmove, Zoopla, Primelocation and other portals you will need to upgrade to the pay as you need it Standard service or the Good Landlord subscription.

What is included in your Standard service?

Our standard service includes advertising your property with Rightmove, Zoopla & Primelocation for up to 60 days and on we will manage your tenant enquiries and match them to your requirements. When a tenant requests an appointment, we will notify you by text message and you will have the option to confirm this or rearrange it for a more convenient time, you can also update your viewing availability in your account whenever you need to.
When you have found a tenant, you can choose to add reference checks or proceed straight to the tenancy set up. The Standard service includes complete document pack sent online for digital signature and deposit collection and lodge with 12 months of rent collection included.

What happens at the end of the 12 months' rent collect on Standard?

You can upgrade onto rent collection service or collect the rent yourself.

What does the Good Landlord subscription service include?

The Good Landlord service is your minimum requirement to self-manage your property. The service includes advertising on, Rightmove, Zoopla & Primelocation whenever your tenant serves notice, or you have a vacant property. Tenant reference checks are included and when you have agreed your tenancy, we will send out a complete document pack for online signature.
We also collect your deposit and protect this with the Deposit Protection Scheme and collect your rent for the duration of the tenancy. When your tenancy expires you can renew this free of charge online using the online signature service.
Legal eviction cover of up to £50,000 is included to help you regain possession of the property should the worst happen and to help with compliance we will enrol your property and tenancy onto our licensing software to check for any changes in licensing schemes which may affect your property.

How much are your tenant reference checks?

If you use a Good Landlord subscription your reference checks are included. For any other advertising service these cost £39 per person and include any guarantor check if these are required.

Is there a minimum contract for your Good Landlord subscription services?

The Good Landlord subscription is a minimum of 12 months when you begin advertising or grant a new tenancy, whichever comes earlier.
The service automatically renews after 12 months and you can cancel anytime by providing one months' notice in writing.

Can I cancel the Good Landlord subscription?

You can cancel the service anytime and pay any fees that are remaining under the minimum term. Your minimum term renews each time you advertise or agree a new let with new tenants, or add in an upgrade which has a minimum term. Examples include adding rent protection, gas safety check and guaranteed rent.
If you wish to cancel and the subscription is beyond the minimum term, then you only need to provide one month's notice and arrange for the tenant rental payments to be paid to you directly.

Can I downgrade my subscription if my tenant moves out?

This depends on your subscription. Contact a member of the team who can assist you further.
Wherever possible we will downgrade your subscription to the lowest monthly fee during any void periods and move you back onto the higher service again when a new tenancy begins.

Can I get a free trial of the service?

We offer a 7-day free trial to all new landlords on our pay as you need it standard advertising package with advertises your property on Rightmove, Zoopla and Primelocation for up to 7 days.

What happens if I find a tenant during the free trial?

If you agree a let within the 7 days, great! You will then have the choice of referencing your tenant/s and when you are ready you can download your tenancy agreement and begin the tenancy. You will still benefit from the 12 months of free rent collect even if you find a tenant in 7 days and you will also have the option to upgrade services to include deposit lodging and complete document pack.

What happens at the end of the 7 days free trial?

If you still need to find a tenant, then you can choose to continue advertising on any of the services by upgrading to the full Standard service or a Good Landlord subscription. If you don't want to pay you can downgrade the service to the Basic package and advertise for free on

Can I cancel my trial and use it later?

Your free trial will be 7 consecutive days only and cannot be cancelled or suspended. You only get one use of a free trial and then you will need to choose one of the complete services for any new property or advertising.

How quickly do you find tenants?

Our average time between beginning advertising and agreeing a let is 12 days.

How does your viewing management software work?

When you add your property to your portfolio account and choose an advertising package you will be prompted to set your availability. Using the online viewing diary, you can specify a range such as evenings or weekends or specific time slots on specific days. We use this to suggest viewing times to any searching tenants to speed up the viewing booking process.

Why do you include rent collect with your Standard and Good Landlord subscription?

Our clients have trusted us to collect their rent for the last 5 years and in that time, we have collected more then £10.5 million and have maintained an average arrears rate of just 0.9% compared to an industry average of 9%. Through our combination of technology automation and approachable letting agents we can minimise long term arrears and the overall cost to private landlords.

What do you include in your reference checks?

MakeUrMove have partnered with Homelet to offer our private landlords high-quality referencing, assuming your tenants pass you will be eligible to add on rent protection, legal eviction cover and guaranteed rent services.
Checks carried out as part of our complete service include;

  Credit check
  Undisclosed address checking
  Electoral roll check
  Bank validation
  CIFAS (Credit Industry Fraud Avoidance System) - A fraud prevention check
  Homelets own default database
  Application consistent checking - checks against previous applications to make sure the information match
  Financial sanctions checking
  Financial reference
  Landlord reference

How long does reference checking take?

On average these checks take around 3 working days to complete and you will be updated on progress throughout. Tenants are notified that they have 3 working days to provide all the required information and chase up their referees or risk the property being re offered to the market.

What if my tenants lie on their application?

We carry out pre-checks with tenants to see how likely they are to pass references and understand if they will require additional guarantees such as rent in advance of guarantors. This means that 90% or applications come back as acceptable and proceed to a tenancy. If your tenant has failed to disclose any information which would result in a failed outcome or makes false and misleading claims in order to be accepted, then the reference fee will be retained from their holding deposit to cover your costs.

Can I do my own reference checks?

Of course, you can also do these alongside our services if the tenant does not mind providing you with the information. Once your checks are complete you can store any documents securely in your account and notify us so that we can set up any rent schedules for rent collection if this is an included service. Don't forget that all our services include tenancy agreements either as a downloadable document or online signature service, you can still use this when you do your own reference checks.

I have found a tenant elsewhere, what do I do?

Our services are not limited to tenants found through our platform and you can still benefit from all the features of the package you choose. Just let us know if you want us to do reference checks or go straight onto creating your tenancy.

The tenants failed reference checks, can I still go ahead with a tenancy?

We do not recommend that you go ahead with tenancies when tenants fail checks without limiting your risks. Look at obtaining a guarantor or requesting rent in advance and remember you will not qualify for rent guarantee or protection unless your tenant passes.
If you still want to go ahead you can do and we will still support you with any features of the service you have chosen, this includes tenancy documents and rent collection.

Do you collect a holding deposit?

Where you have purchased a service including reference checks, we will collect a holding deposit from tenants to secure the property during the application process. This will be held with agreed terms in our client account and is protected under our client money protection.

Do you include tenancy agreements?

Yes, we include a standard tenancy agreement on all services, the Basic (free) service has a downloadable agreement that you can print and arrange to be signed, Standard and Good Landlord services include the complete document pack which sends these to your tenant for digital signature and then stores them online.

Can I edit or amend the tenancy agreement?

We want to make sure that any terms you include in your agreement meet your statutory and legal obligations. For this reason, we don't provide you with an editable version of the agreement. If you would like to make minor amendments, we can do this for you, should you have any major changes then we ask that you provide your own agreement and make sure it complies with the current legislation.

How are you different to free sites like Gumtree?

Free advertising sites like Gumtree will provide you with advertising only. Our platform allows you to store your property information and manage your letting including handling any enquiries, arranging and recording your viewings and producing your tenancy documents when you are ready. Before we allow a property to be advertised with us, we carry out strict checks to make sure that we are acting on instructions from the person with the legal right to grant a tenancy. We check the land registry, carry out identity checks online also check that the property has a valid EPC which meets the minimum E rating.
Now if we check all that just to advertise on our platform imagine how thorough we are with reference checks!

How is your service different to Open Rent?

Cheap sites like Open Rent are all about the numbers. We don't let every property go live on our site and others until we are entirely satisfied that we are being instructed by the person with the legal right to grant a tenancy. Our platform is for private landlords and tenants and we know how much time it takes filtering through properties and leads, that is why we have a database of tenants and matching software which includes pre-checks to save you time by only passing on viewing requests from tenants which meet your criteria.
All our services include tenancy documentation and if you use our Good Landlord service you will have the added benefit of legal eviction cover, renewals, property licence checking advertising whenever you need it. Unlike Open Rent we only take one holding deposit per property and we don't charge any fees to tenants.
Rent collection, scheduling and arrears management are included on our Standard and Good Landlord services and we have over 11 years' experience delivering services to private landlords and tenants across the UK.
Private landlords & tenants have rated our service 9.6 out of 10 on Trustpilot.

Does your rent collection service include rent guarantee insurance?

Our rent collection service is just for collecting rent, we will remind tenants when their rent is due and then pay this to you within 3 days of receipt (normally the same working day). You can add on rent protection if your tenants have passed reference checks with us by taking out a service which includes this and adding this on to your monthly subscription.

Can I advertise a property located in Wales?

Yes, we are registered with Rent Smart Wales and you will need to notify them that you wish to use our service for advertising. If you instruct our letting agent to fully manage your property, then you will need to indicate this with Rent Smart Wales.
Please note we can only advertise your property if you are registered with Rent Smart Wales. If you have done this then you will need to apply and provide proof of this to our letting agents.

Can I advertise a property located in Scotland?

Unfortunately, not just yet. Our letting agents are qualified in England & Wales and Scottish Letting Agent Register require agents to hold a qualification specific to the law in Scotland.
Our dedicated team are currently training towards this qualification and as soon as this has been achieved, we will be able to offer the platform to properties in Scotland.

Who does the viewings?

Most of our landlords arrange this themselves either by attending in person, arranging with the current tenant, arranging with a friend or arranging with a neighbour. If you cannot do this then you can take out a viewing package with us and we will arrange for a local representative to accompany viewings and provide feedback.

Do you do the right to rent checks?

Right to rent checks can only be carried out in person. Whenever you use a check-in service, we will request that all occupiers over the age of 18 attend with their identity documents and we will obtain a photograph of this to include in your report. You will need to check that these documents meet the requirement under your obligation to carry out a right to rent check.
If you are arranging your own key handover and check-in then make sure you check the ID for all occupiers over 18 and record this by taking a photo.

Do you have Client Money Protection?

Yes we are a member of the Propertymark Client Money Protection Scheme and details of our Client Money Handling Procedures can be found at

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