At Keylet we aim to offer support, advice and the highest levels of service to make your moving experience a good one. We are here to help you! From your property search right through to enjoying your new home our clued up and friendly team will be there to guide you every step of the way.


Cardiff is fast becoming a vibrant and exciting place to live. 

Moving house can be a stressful experience for anyone and we believe that we are the key to helping you find the perfect home. With so many options available and things to remember it’s easy to get lost along the way.

At Keylet we aim to offer support, advice and the highest levels of service to make your moving experience a good one. We are here to help you! From your property search right through to enjoying your new home our clued up and friendly team will be there to guide you every step of the way.

We boast a huge portfolio of properties so, whether you’re looking for a quiet life in a cosy apartment with spectacular views or the hustle and bustle of an elegant city centre pad there’s something to suit everyone.

Our state of the art website, innovative offices and online maintenance reporting systems have been designed to make it easy for you to find and enjoy your perfect home.


Our newly refurbished office is open at times to suit you allowing us to dedicate our resources to finding you the perfect home. Being just a stones through away from Cardiff Bay and the city centre gives us the knowledge you would expect for us to be able to offer the advice you need to help you with your choices.

When booking your viewing appointment help us to help you by giving us a much information as possible. There are so many choices available and not all of them will be what you are looking for. We want to make sure that the properties we show you are the right choices. Some options for you to consider include:

  • Number of bedrooms/Size
  • Location
  • Furnished or not
  • Special requirements such as parking
  • Your budget

Once we know what your requirements are we can begin our search to finding you the perfect home.

Our property lists, window displays and our website offer a huge portfolio of available properties but if you don’t see what you looking for then let us know and we will got the extra mile to see what we can do.

We keep looking when others give up!

A dedicated member of our team will be available to assist you at every stage. You’ll be meeting us at our state of the art offices from where we will accompany you on your chauffeured viewings.

The Booking process

We hope that you will like what you see and once you have decided on your new home the process is simple. Our team are here to help and will talk you through the reservation procedure. You will be required to complete your referencing forms and once you have paid your holding deposit, you’ve taken the first step towards moving into your new home.

We’ve made sure it’s easy for you to contact us, you can do this in 4 ways:

  • Online using our website
  • By telephone on 02920 489000
  • By e-mail: executive@keylet.co.uk
  • Pop in and see us at our Cardiff Bay branch

Get in touch if you have any questions or would just like to know more about what we do.

Our aim is to make the contract signing and legal aspects of your new tenancy as straight forward as possible. Once you have reserved your dream property we’ll make it easy and give you a list of everything you will need to bring with you to your contract signing appointment.

Financial Guarantor Form

For peace of mind for you and the landlord we will ask you to provide details of a suitable financial guarantor. Your guarantor will be the person who agrees to pay your rent if you encounter difficulties with payment. All we ask is that they are a UK based homeowner, over the age of 21 and in full time employment (or able to provide suitable proof of income). Your agreed guarantor will need to complete the appropriate form which you must then bring with you to your contract signing appointment.


Some contracts will be subject to the provision of suitable references which we will apply for via a Credit Referencing Agent. There may be occasions where by we are unable to obtain suitable references but we will do our best to offer you honest advice to assist you with your options.


When you wish to secure your property, we will take a ‘Holding Deposit’ which will be equivalent to no more than 1 week’s rent of your chosen property.  We have introduced a ‘no cash’ policy to save you the hassle of carrying around large amount of your hard earned money. Payments can be made by cheque, bankers draft or credit/debit card. (** If your contract signing appointment is less than 14 days before the day you move in payments can only be accepted in cleared funds.


Remember to bring two forms of ID with you so we can confirm that you are who you say you are! Not sure what to bring? Passports, driving licenses, bank statements and student ID cards are usually the best options.

Sealing the Deal

The details of the contract you will be signing will be confirmed during the booking process. This will include specific terms relating to the rent and bond amounts and the length of your tenancy. You will be signing an ‘Assured Shorthold Tenancy Agreement’ which once signed on the dotted line forms a legally binding contract between you and the landlord. We will make sure you have plenty of time to read the contracts before signing and will be on hand to answer any questions you might have.

If you would like to have a read through the contract before coming in to sign you can print off a standard version using one of the links below:

Download Example Keylet Tenancy Agreement

The Joint Tenancy explained

One of the most frequent questions we get asked is ‘ What is a joint tenancy?’ So, in short…….. Joint tenancies are contracts agreed with two or more tenants. Each tenant signing onto the contract is jointly responsible for meeting the terms of the tenancy in full including paying the rent. Under a joint tenancy all the tenants have equal rights and are equally liable to cover any defaults in rent payment.

Extending your stay

We welcome all good tenants who wish to extend their stay with us. In line with the marketing time frames of the student lettings market we need to know as soon as possible if you intend to extend/resign for your property for another year. We will be in touch around November/December time and all we ask is that you let us know your intentions to ensure that we can make the necessary arrangements for you.

Collecting your Keys

We will wait for you to let us know the moving date and time that you would like to move in. (N.B if your contract stipulated half rent payments during the summer period your keys will be available to you after your first full rent installment.) A time slot will be made available and you will be invited to our offices to come and collect your keys.

The Inventory

The inventory records the condition of your new home at the point of you moving in. We prepare it for you ready for your move in and you’ll be given a copy to check and sign. We do our best to make sure that all of our inventories are 100% accurate but if you feel there are areas that do need to be tweaked you will have 7 days to let us know and submit your changes. It is important that our tenants are happy with the inventory given.


To make things easy we will take the meter readings for you and note them in your inventory. The rest is simple. Contact your chosen energy suppliers, the water company and the local council (council tax). Set up your new accounts with the meter readings we have recorded for you and then set up your payment plans.


Landlords will have an insurance policy in place to cover the building and its fixtures and fittings. This cover does not protect your worldly possessions or any accidental damage caused on the property. Keylet can provide information on Tenants Liability Insurance or you can visit the Homelet website – click here for a no obligation quote or contact their Help Line on 08000 358258.

Keylet is an Introducer Appointed Representative of Homelet which is a trading name of Barbon Insurance Group Limited which is authorised and regulated by the Financial Conduct Authority.

Paying your rent

During your contract signing appointment you will be required to pay your first months rent and the bond deposit. At contract signing. If we are managing your property then it is our job to collect the rent on the landlord’s behalf and payments will be collected by direct debit. You will be given a direct debit form for completion during your contract signing. Should we not be managing your property you will be given the contact information for your Landlord who will arrange a suitable way for you to pay then the rent each month.

Managed Houses

The agreed monthly rent for your new home will be confirmed during the booking process and documented in your contract. Your rent is due on the 1st of every month. For convenience we will collect your rent by direct debit to avoid you having to remember to make payment each month. All you need to do is make sure that there are sufficient funds in your designated bank account ready for the 27th of each month which is when the direct debit will be applied for. Funds will be collected from one account per household for the full amount as stipulated on the contract. Depending on your circumstances an the landlords requirements you may be required to pay in advance i.e quarterly and this will be stipulated in your contact.

‘Let Only’ Houses

Each landlord has different preferences on how they chose to collect the rent. We will make sure you know during your contract signing appointment the payment arrangements specific to your tenancy. Depending on the time of year that the contract is signed and how soon after that you will be moving in will depend on what budgeting you will need to make.

Be prepared to bring your cheque book!

If you are experiencing difficulties with payment please contact us, we are here to help. We’re not miracle workers and can’t bend the rules of the contract but we can offer a proactive approach and help make you aware of your options. Don’t make us chase you…….. it is your responsibility to manage your money and make sure your rent is paid on time.

Living with Us……Things couldn’t be simpler.

Keylet are committed to providing the best service for all of our tenants. As a valued customer you will be looked after when you need us by our dedicated housing team. The housing department are available to help from the hours of 9am – 6pm Monday to Friday and 10am until 5pm on Saturdays. Out of these hours you can rest assured by the knowledge that we also have a 24 hour call out facility in place on 02920388399 for those unexpected emergencies.


We know how difficult it can be when something isn’t working. This is why we have designed and developed our state of the art online maintenance reporting system to make the whole process easier. Simply log on to your home page by clicking on the FIXFLO link below and follow the prompts. The more information you can give us the better, it all helps to make sure we can pin point the problem quicker. We’ve teamed up with a full compliment of maintenance providers on hand to deal with the problems when they do crop up.

When reporting maintenance use your initiative, we’re not expecting you to get you tool box out and get to work but we do need you to provide us with accurate feedback and to be realistic with your expectations. Be clear on what you are responsible for (i.e light bulbs, unblocking sinks) and act accordingly.

We strive to respond to all non emergency issues within 48 hours and will provide you with a full assessment of the problem and an expected timeframe for resolution. You can log on to your homepage for a full update on the progress of a job at any time.

You will also have 24 hour access to emergency contractors by calling the Out of Hours Support Line on 02920388399.


At Keylet your safety is paramount and our priority is to make sure that all of our properties comply with all current legislation and conform to strict health and safety codes of practice. This gives you peace of mind that you won’t find a safer place to live. Accidents are not on our list of things that we like dealing with so we ask that you bear the following this in mind to ensure your stay with us is a safe one:


All of our properties have passed their Gas safety checks and we hold the relevant certificates on file. If you notice any changes to the appliance let us know straight away! Leaking gas is a fire hazard. If you smell gas contact Transco (0800 111 999) immediately. Turn off the supply at the main meter and open windows. Do not switch anything electrical on or off, including lights.

Carbon Monoxide

Carbon Monoxide poisoning is a silent killer caused by toxic fumes let off from faulty gas appliances. Be vigilant and invest in a carbon monoxide detector

Fire Safety

Shared houses are at more risk of fires. All of our properties are fitted with smoke detectors and larger houses will have a full fire alarm system in place. Tampering with these installations is a serious breach of contract and could put lives at risk. Exit routes from the property should be kept clear of obstructions at all times. With common sense and due care disasters can be avoided!


We like to think that all of our homes are a safe place to live but there’s no harm in taking the time to make sure that you and your home are protected. Once in the property:

  • Leave lights on if everyone in the house is out, or use automatic time switches
  • Always make sure that your doors and windows are properly secured and locked before going out.
  • Remove all valuable items during holidays
  • Never let anyone into the property without seeing some ID. If they say they represent the owner or the managing agents check that this is true.

If you have doubts about the security of your house contact the Community Safety Officer at your local Police Station.

What to do if you are burgled

  • Contact the local police immediately.
  • Make a list of everything that has been stolen or damaged so that full details can be sent to your insurance company.
  • Cancel any stolen credit or debit cards. If official documents i.e passports, driving licenses have been stolen you will need to contact the relevant authority.
  • Get in touch with us so that we can assist in re-securing your home.

For further information and advice on how to protect yourself you’re your home visit the Crimestoppers website – click here

What is a bond deposit?

A bond deposit is paid against the property to protect the landlord against any damages caused during your tenancy. It is paid during the contract signing appointment and is normally equal to 1 months rent plus £50 per person, but may vary depending on the landlord

Where is the bond deposit kept?


1. Managed properties

If the property is managed by Keylet the bond deposit is held as a stake holder in a secure client account until the end of your tenancy. All deposits collected and held by us are registered with our chosen government approved deposit protection scheme. You will be provided with a certificate confirming your registration along with your unique ID code.

2. ‘Let Only’ properties

If the property is not managed by Keylet then the monies are collected by us on the landlord behalf and then transferred to be held by them. Your landlord must register your deposit with an approved  government approved deposit protection scheme and provide you with full details where your money will be kept

How do I get my bond back and when?

Your deposit will be returned at the end of your tenancy once you have moved out and the exit inspection has been completed. To make sure that we can return of your deposits quickly and efficiently we ask that you follow the following steps:

Look after your property and follow our advice during the moving out process. We’ve worked hard to make sure our properties look good and to provide the fixtures and fittings you need to enjoy your home and we trust that you’ll want to keep them that way.

Make sure your rent accounts with us are paid up to date.

Contact your utility suppliers to let them know that you have left the property so that they can close your accounts. They will issue you with your final bills which you will need to arrange to pay. Once you’ve done this bring us the proof for the Gas, water, and electricity accounts along with your university certificates (where applicable) to confirm your council tax exemption or proof of council tax payments.

Update us with your forwarding address and contact details

If any members of your household are renting the property again but you are leaving then in order to be able to return your deposit we will need written confirmation signed by all remaining members of your groups confirming that you do not owe any money for outstanding bills and that they are happy with the condition that you have left the house and your room.

What will we do….

  • We will notify you in writing within 20 working days from the end of your tenancy of any proposed deductions to be made from your bond deposits. You will then have 7 days to get back to us.
  • We will take on board your comments, review the case and deductions will be negotiated where applicable. We will keep you informed and update you on our decision.
  • We try hard to make sure our decisions are fair and represent you and the landlord to ensure the best outcome for everyone. In the event that we agree to disagree the disputed amount of the deposit and full details of the case can be forwarded for independent adjudication.
  • We will return the undisputed amount of the bond to you once you have followed the steps above and once all invoices for any agreed works have been received from the relevant contractors. All maintenance works performed by us will incur a handling fee plus VAT.

The disputed amount is reviewed independently and will be returned to the relevant party (i.e the tenants or landlord) by the deposit protection scheme once their decision has been finalized.

And now the end is near….

We’ll get in touch about a month before the end of your tenancy to keep you up to speed on what you will need to do.

You will need to confirm your departure date and time with us so that we can schedule in our visit to complete the exit inspection with you.

During this visit we’ll go through your inventory, check on the condition of the property and collect any keys that have not already been returned. Its important to remember that we can only complete the inspection once all members of your group have moved out and all personal belongings have been removed.

By conducting check out inspections we can agree on any damages that need attending to and cleaning required before you leave and ensure that our properties are in good condition for all our new customers.

You will then be notified in writing as confirmation the decision made and proposed deductions from your deposit. If you can’t meet us on your check out date a member of our team will check your apartment and you will be notified in writing as above.

We believe in honesty and respect and you can trust us to be fair with our charges.

We would prefer however to give you your full bond back so follow our handy hints to help us with this:

  • Once you have moved out of the property we will not be able to allow you further access. If we do have to attend to let you on we have to apply a call out fee of £30.00 plus VAT for each visit. You may find the Royal Mail redirection facility useful to forward your mail to your new address, see www.royalmail.co.uk for further details.
  • Cleaning is one of the main issues picked up on during the exit inspections. Make sure you do it before you leave and be careful to include areas which are normally missed including inside kitchen cupboards, the fridge, under beds, skirting boards and shower screens.
  • Don’t use blue tack!! The oils in blue tack leave stains on the walls which can only be removed by repainting which you will end up being charged for.
  • Note your final meter reading to close your accounts with the relevant utility providers.

Once you’ve moved out the only loose end left to tie up is the return of your bond deposit.

How do I report repairs & maintenance?

If you are living in a managed property with Keylet then please report any maintenance requests via our Fixflo system. This system allows you to report maintenance or any causes for concern at the property you are residing in.


The system can be accessed in over 40 languages, and you will have the opportunity to provide photograph’s of the issues, along with make and model numbers for any appliances. The system is designed with you in mind, and is a user friendly tool which should make renting a property easier for you.

What is Fixflo?

Fixflo is a property software application that allows you to report maintenance via their online system 24/7.

The user friendly system is image based and helps you identify the problem and whether it can be resolved by you or the landlord. Fixflo allows for you to communicate with us through the system, so that you can easily track the progress of your maintenance report.

You will also have the opportunity to give authorisation as to whether a set of management keys can be used for access or whether you would like to be present. Our skilled set of contractors who pick up this job can then contact you via the app to schedule a suitable time and day with you.

Please remember if you are a LET ONLY property, then all maintenance issues will need to be reported to the landlord direct, and will not be picked up via the system.

Please remember if there is an EMERGENCY at the property, to contact our out of hours office number (02920 388 399), which will direct you to the most suitable contractor.

Useful Contacts