A payment request should explain what the money is for, who is asking for it and why it is permitted. The label on an invoice is not enough. If a landlord or agent asks for an unfamiliar fee, compare it with current official guidance before assuming it is a normal cost of renting.
Identify the payment
Separate rent, a holding deposit, a tenancy deposit and a charge for a particular event. Ask for the amount and reason in writing. Keep the advertisement, agreement and request together so you can see whether the explanation has changed. Do not treat a refundable deposit and a non-refundable service charge as interchangeable.
Check the rules that apply
GOV.UK’s Tenant Fees Act guidance explains permitted and prohibited payments for tenants in England. It also explains circumstances such as replacing keys or requesting changes to a tenancy. Conditions and limits matter, so read the section relevant to the actual request rather than relying on a general statement that fees are banned or always allowed.
Ask for supporting evidence
Where a replacement key or security device is involved, the official guidance says reasonable replacement costs must be evidenced in writing. Ask what has been replaced and retain the explanation. Do not assume that an arbitrary administrative amount becomes valid simply because it appears in a template agreement.
Distinguish an option from a requirement
A landlord cannot require a tenant to buy an insurance or deposit-replacement service as part of the tenancy. If an optional product is offered, ask for the alternative and its terms. Take time to understand the arrangement instead of interpreting the word optional as a guarantee that it is suitable.
Raise a concern clearly
If a charge appears prohibited, keep the evidence and ask the landlord or agent to explain or refund it. Follow the current official routes for advice and enforcement if it remains unresolved. Avoid withholding unrelated payments on the assumption that this automatically settles the issue.
This editorial guide concerns England and is not a ruling on an individual invoice. Other UK nations have different rules, and the circumstances of the tenancy still need to be checked. Reviewed 30 October 2026.
Source and further reading: https://www.gov.uk/guidance/tenant-fees-act-2019-guidance-for-tenants