The information you ask a prospective tenant for usually falls into four groups: identity and contact details, income and payment habits, moving plans and how many people will live in the home, and a guarantor where one is needed. Documents can be requested step by step rather than all at once: no documents are needed at the first conversation, and as the decision gets closer you look only at those that actually help, taking a copy only when it is genuinely required. The rule of thumb is simple: if a piece of information does not help the letting decision, you do not ask for it.
This article is a general framework for the daily work of an estate agency. Matters such as tenancy clauses, guarantor arrangements and how long documents should be kept can vary with the terms of each letting, so we recommend that you consult a lawyer.
⚡ Example scenario: An agent is speaking to three applicants for a flat to let. On the phone, the agent asks the first one for a copy of their ID, three months of bank statements and a letter from their employer; the applicant finds this too much for a first call and moves on to another listing. Meanwhile, the documents of the two applicants who were not chosen sit in the agent's phone gallery for months. Had the same process been run in order and in proportion, the good applicant might not have been lost and unnecessary personal data might not have piled up.
Four Groups of Information You Can Ask a Prospective Tenant
Identity and contact details
Name, phone number and the times they can be reached are enough at the first conversation. An ID card can be seen at the decision stage; details such as a home address or ID number are mostly needed when the tenancy agreement is drawn up.
Income and payment habits
To understand whether the applicant can pay the rent regularly, you can ask what they do for a living and whether their income roughly covers the rent. The exact salary figure or a full record of account activity is generally not needed to answer that question.
Moving plans and how many people will live in the home
When they want to move, how long they plan to stay, how many people will live in the home and whether they have pets can be asked to see whether they fit the terms of the listing.
Guarantor
If the owner wants a guarantor, the guarantor's name, contact details and income situation can be asked; a guarantor should not be expected to provide more than the applicant. A lawyer's view can be sought on how the guarantor agreement should be worded.
Which Document, at Which Stage
When you ask for a document matters as much as which document you ask for. A document requested too early can put the applicant off, and it also brings the data of people who will not be chosen into the office.
First conversation and viewing
At this stage no documents may be needed. You talk through the applicant's needs and the features of the home, and arrange a viewing. What can be done to keep the viewing on track is covered in our article on viewing appointments.
Decision stage
Once the applicant says they want the home, their ID can be seen and a single document showing their income pattern, such as a recent payslip or an employment letter, can be requested. Instead of the documents themselves, the owner can be given the agent's short assessment; a note such as "income looks suitable for the rent" is often enough for a decision.
Tenancy agreement stage
The details that will go into the agreement are collected at this stage. If a copy has to be attached to the agreement, only that copy is kept; the other documents can be handed back to the applicant or are simply not taken in the first place.
What Not to Ask
Choosing a tenant should rest on the applicant's ability to pay and on whether they fit the terms of the home. The topics below do not answer either question; asking about them can make the applicant uncomfortable and may also be seen as discrimination:
- Ethnic origin, home town or mother tongue
- Religion, denomination or belief
- Marital status, marriage or plans for children
- Health and disability
- Political views, membership of an association or a trade union
If the owner wants to use a criterion of this kind, it is wise for the agent to discuss the situation openly and, where needed, suggest asking a lawyer for advice.
Being Measured with Personal Data
Every document taken from a prospective tenant contains personal data that the office should protect with care. Data protection rules may place obligations such as informing the applicant on whoever collects the data; for a notice and a retention period that suit your office, you can consult a lawyer. A few habits that work in day-to-day practice:
- Telling the applicant why a document is needed and how long it will be kept, before asking for it
- Not taking a copy when seeing the document is enough, and copying only the relevant page when a copy is needed
- Keeping documents in a single office folder with restricted access, not on a personal phone
- Deleting or destroying the documents of applicants who were not chosen once the decision is made
- Letting the applicant know in advance if documents need to be shared with the owner
Sample Messages to Send a Prospective Tenant
Sample message for initial information
"Hello [Name], thank you for your interest in the flat to let in [Area]. So that I can plan the right viewing for you, I have three quick questions: when are you hoping to move, how many people will live in the flat, and do you have any pets?"
Sample message for requesting documents
"[Name], I have told the owner that you would like to take the flat. For the decision, it is enough for us to see your ID and one document showing your income, for example your latest payslip, at the office. We will not take copies; we can talk separately about what is needed for the agreement."
Sample message for an applicant who was not chosen
"Hello [Name], the owner has decided to go ahead with another applicant for this flat. Thank you for your interest. We have deleted the information you shared from our system. If you would like me to let you know when a similar listing comes up, just send me a message."
Common Habit and a Better Alternative
| Common habit | Better alternative |
|---|---|
| Asking for every document on the first call | Leaving documents for the decision stage |
| Photocopying every document | Looking at them and keeping only what is needed |
| Keeping documents in WhatsApp on a personal phone | Using one office folder with restricted access |
| Asking for full bank statements | Settling for one document that shows the income pattern |
| Asking about the applicant's private life | Staying with ability to pay and the terms of the home |
| Holding on to unchosen applicants' documents | Deleting them after the decision and telling the applicant |
Checklist for Prospective Tenants
| Check | Why |
|---|---|
| Does every question help the letting decision | Unnecessary data may be avoided |
| Are documents requested at the right stage | The applicant may not be put off at the first conversation |
| Was the applicant told why the document is needed | Trust builds and objections may fall |
| Is seeing the document enough instead of copying it | Fewer documents may need storing |
| Are documents kept in one protected place | The risk of loss or wrong sharing may go down |
| Have unchosen applicants' documents been deleted | Orphaned data may not pile up in the office |
Frequently Asked Questions
Can you ask a prospective tenant for a credit report
A credit report does not have to be treated as a required document. If the applicant wishes, they can share a report they obtained themselves, with their own consent; it is wise not to run a check without the applicant's consent and not to keep a copy of the report. You can consult a lawyer for the details.
What if the applicant does not want to provide documents
First, the reason for the document can be explained calmly. If the applicant is still hesitant, they can be offered the option of showing the document only at the office; if they decline that as well, the situation is passed on to the owner as it is and the owner makes the decision.
Can you ask a previous landlord for a reference
If the applicant agrees, the previous landlord's contact details can be taken and a short call can be used to ask whether the rent was paid regularly. Calling for a reference without the applicant knowing can damage trust.
How soon should you get back to a prospective tenant
Telling the applicant at the outset on which day a decision is expected can reduce uncertainty. If the owner delays the decision, a short update to the applicant can stop a good applicant from turning to another listing.
When should you ask for guarantor details
They can be asked once the owner has made clear that a guarantor is wanted and the applicant has decided to take the home. Asking for guarantor details at the first conversation is usually too early.
The groundwork with applicants can get lighter
An applicant who messages about your rental listing late in the evening may not have to wait until morning. Within the Kılman Real Estate Automation System, the assistant can reply to the applicant's message, ask what kind of home they are looking for, show suitable rentals from your portfolio and put the agreed viewing in your calendar. The assistant does not collect documents and does not verify identity; the conversation about documents stays with the agent at the decision stage. The Real Estate Automation System page shows how the setup can be adapted to your office.
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