Commonly Asked Questions
Everything You Need to Know
We look forward to welcoming you to your new property.
📦 When can I move in?
You can move in as soon as the property becomes available, and all necessary paperwork is completed.
🏡 How is rent paid?
Rent is due monthly in advance through standing order or bank transfer. Special arrangements can be discussed in writing.
💡 Are bills included in the rent?
YES All bills, including utilities (gas, water, electricity), council tax, WiFi, and TV license, are covered within the rent.
🧹 What about Cleaning?
Prior to your tenancy, the property undergoes professional cleaning. Additionally, we provide a bi-weekly cleaning service for all communal areas.
🤝What is a holding fee?
The holding fee is the money you pay to secure the room/property for you. This fee is £250.00 and counts towards the total deposit amount.
📱 How do I access the tenant portal?
The tenant portal can be accessed through our website. Log in using your provided credentials to manage payments, submit maintenance requests, and stay informed about property-related matters.
🛑 What is the process for ending my tenancy?
If you wish to end your tenancy, please provide at least two months’ notice. Refer to your lease agreement for specific details or contact our team for assistance.
📝 How do I renew my agreement?
Lease renewal information will be communicated to you well in advance. You can express your intention to renew, and our team will guide you through the necessary steps.
🚨 What should I do in case of an emergency?
For emergencies like fire, gas leaks, or serious injuries, call 999 immediately. For urgent but non-emergency issues, contact our emergency hotline provided in your welcome pack.
🔐 How much is my deposit, when is it due and is it safe?
The deposit, equivalent to one month’s rent, is due at the signing of the contract. It is securely held in a government deposit scheme and returned at the tenancy’s end, provided the property remains in its original condition.
📆 How do I collect my keys?
Keys can be collected from our office or arranged to be handed over at your new property.
🛋 What is included in the property?
All of our properties come fully furnished and equipped with bedroom furniture including a bed, desk, chair and storage; large kitchen appliances and smaller appliances like a toaster, kettle and microwave; a vacuum cleaner and cleaning equipment; and furniture in the communal areas. Please check with us for specific details about your property.
👪 What is a Guarantor?
A Guarantor is somebody who is responsible for paying your rent in the event that you don’t. A guarantor is required if proof of employment is unavailable. For international students, a Guarantor Form is necessary, with rent payable in 3-6 month instalments in advance.
📋 What is an Inventory?
An inventory is a highly-detailed document that describes the condition of a rental property before a new tenant moves in. This document will be emailed to you at the start of your tenancy for your record.
🐶 Can I bring pets?
Unfortunately, we don’t generally accept pets, but exceptions may be considered with prior discussion and agreement.
⏰ What happens if I need to end my contract early?
Notify us in writing if you need to end your contract early, and be aware of your responsibilities outlined in the agreement
🔧 How do I report a maintenance issue?
On moving into your new property you will be sent a welcome pack with instructions on how log issues on our internal tenant platform. We aim for our dedicated engineers to respond to all issues raised within 24hrs.
🔑 What happens if I lose my keys?
Not to worry! Lost keys need to be reported to us via and we can provide a replacement.
💰 Any hidden charges?
We don’t charge any admin fees. Anything you’ll need to pay will be clear and set out from the start – no nasty surprises!
🏁 What happens at the End of Tenancy?
It is your responsibility to:
- Return the property in the same state of cleanliness, condition and decoration, as was documented in the Inventory Report at the start of the tenancy, with allowance of fair wear and tear.
- You must return all relevant keys.
- You will receive a check out report and instructions on how to receive the return of the deposit.
Drop us a message if you have any further questions.
