Agent FAQs

We know that every now again you’ll need a helping hand. Our Account Managers are always on hand and happy to help, but in most cases, you’ll find the answers you’re looking for right here - saving you from having to call us.

How do I submit a new referencing application?

You can submit a new referencing application by logging into Connect and either clicking on Start a new Reference at the top of the screen or within the Referencing tab.

Watch our video guide on starting a new reference

How do I find out the status of a reference I’m waiting on?

You can check the progress of any references by logging into Connect and clicking on Search for a Reference at the top of the screen or within the Referencing tab.

You can use the reference number, applicant’s name or property address to search for the reference. From here you’ll be able to see what parts of the reference have been completed. If you click on View case log, you’ll be able to see our team’s notes and what steps we’ve taken to obtain a reference.

Watch our video guide on checking the status of an application 

An applicant would like an update on their application, how can they get this?

The tenant can log into their tenant Referencing Portal to check the progress of their application. They’ll be sent the log in details for this when we begin their reference.
 
From here they’ll be able to check what steps we’ve taken to obtain their references, update their own contact details, securely upload supporting documents, and re-send reference request emails to their referees.
 
I’m locked out of Connect, how do I reset my password?
 

When you’re on the Connect login page, click on the Forgotten log in details? link. You’ll be asked to enter two out of five pieces of information to identify yourself (such as Agent Scheme Number, name, email address, security question). Once submitted, you’ll receive an email with your log in details and a link to reset your password.

I have additional information about an application, where should I send this?

You can securely send us information using Connect. Click on Search for a Reference at the top of the screen or within the Referencing tab.
 
You can use the reference number, applicant’s name or property address to search for the reference. From here, click on Email assessor and you’ll be taken to an online form where you can type a message and securely upload supporting documents – these will be sent direct to our Referencing Team.
 
Watch our video guide on the email assessor function
 

I need to update the rental shares on an application, how can I do this?

You can amend rental shares using Connect. Click Search for a Reference either at the top of the screen or from within the Referencing tab. Enter the property address and Search for a property. Select a property from the list and you’ll be taken to the Property Summary page which shows a list of applicants linked to that property. You’ll see the rent share displayed for each applicant with a pencil symbol – simply click on the pencil and you’ll be able to be able to amend their share.

Watch our video guide on amending rent shares

I have further contact details for a referee, how should I provide you with these?

You can also provide this information by clicking Email Assessor once you are in the reference in Connect.

An applicant needs to send you proof of income, where should they send this?

The tenant can log into their tenant Referencing Portal to send us supporting documents such as payslips, bank statements or their SA302. They’ll be sent the log in details for this when we begin their reference.

From here they’ll be able to securely upload supporting documents, check what steps we’ve taken to obtain their references, update their own contact details, and re-send reference request emails to their referees.

What proof of income do you accept?

The type of evidence required depends on the applicant’s circumstances. We will ask for different evidence depending on if the applicant is employed, self-employed, retired, a student or paying via independent means.

Why has a report been returned as ‘decline’ or ‘acceptable with guarantor’?

Our final reports are usually based on a number of factors including a tenancy application score and/or previous landlord reference, financial reference and affordability. You’ll find all of this explained on the last page of your final report.

Watch our video guide on referencing reports

An applicant is still in their probation period of their job role, does this mean that they need a guarantor?

No. As long as the employment is contracted to last for the duration of the tenancy and the affordability criteria is met, a guarantor will not be required. However, if the applicant is moving between jobs and has a gap in employment of more than 30 days, a guarantor will be required.

We’ve been told that an applicant has a CCJ, but they aren’t aware of this. What should they do?

We use CallCredit for all our credit searches, and any queries about credit results should be directed to them. CallCredit can be contacted on 0330 024 7574 or you can complete an online enquiry here www.callcredit.co.uk/contact-us/consumer-enquiries.

If an applicant would like to check if they have adverse credit before they apply, they can do so by using Call Credit’s free tool, Noddle, to get an accurate picture of their credit file (noddle.co.uk).

A report has been returned as a "conditional accept" on the basis that we obtain the applicant’s proof of residency. What can we accept?

There are a number of acceptable forms of proof of residency, and the full list will be displayed on your final report. This list can also be downloaded from the training documents section of the Agent Portal. Please note, if you fail to obtain an acceptable form of proof of residency where advised and you have our rent protection in place, a claim may be rejected.

How do I submit a new application/renew an application on Rentshield Verify?

Your Account Manager should have provided you with full training when you signed up for Rentshield Verify. If you feel like you need a refresher, you can download a step-by-step guide to submitting and renewing applications from the Training Documents section of the Agent Portal.

Where can I find my invoices?

You can download all your invoices by logging into the Agent Portal and clicking "View invoices". You can also pay your invoices here using a credit or debit card.

How do I pay my invoice?

There are a few ways that you can pay your invoice. The first is by Direct Debit which you can set up by emailing your Account Manager who will provide you with a mandate form to send back to us. You can also pay by credit or debit card by logging into the Agent Portal and clicking on "Pay invoice". Alternatively, you can pay by BACS using the following bank details. Don’t forget to include your Agent Scheme Number as your reference.

Account name: Rentshield Direct

Sort code: 30-80-12

Account number: 10881460

How do I make a claim on my rent protection insurance?

You can submit a rent protection claim by calling 0330 333 7067 or emailing claims@rentshielddirect.com. You’ll need to provide some documentation to support your claim, for a full list of what is provided, you can download a full guide to rent protection from the Training Documents section of the Agent Portal.

Do I need to pay an excess on my rent protection insurance?

The excess payable on your rent protection insurance depends on the product you have purchased. In most cases, you will have a nil excess policy, or will be required to pay either one month’s rent or six week’s rent as an excess. To find out more, you can download a full guide to rent protection from the Training Documents section of the Agent Portal.