WHAT DO YOU NEED TO KNOW?

Frequently Asked Questions

HOW DO I VIEW AN APARTMENT?

Following the latest Covid-19 guidelines from the government, and subject to stringent social distancing measures, we are now open again for in-person tours, by appointment only. Appointments will take place Thursday and Friday 6pm-7pm and on Saturdays 2pm -5pm. Tours will be limited to up to two members of the same household at a time and applicants must have passed our pre-qualification process before booking a viewing. All of our team members are required to wear masks and gloves during the tour. You will also need to bring a mask, wear closed toe shoes and should not attend the viewing if you are displaying any symptom of illness. We are maintaining extremely high standards of cleanliness in our show apartments and amenity areas: touch points (doorknobs, counters, etc) will be cleaned between each tour. The safety of your family and our teams continues to be our main priority and we reserve the right to cancel the viewing if any of the above conditions are not met at the time of viewing.

HOW DO I RESERVE AN APARTMENT?

Reserving an apartment is easy and can be completed in just a few minutes via email. There will then be a one-off, non-refundable holding commitment per apartment required at commitment stage. This payment will be offset against your 1st months’ rent once your tenancy has been agreed. This amount is refundable if you no longer wish to proceed with the application within 72 hours of making the payment.
The holding commitment is also refundable if you made your decision based on a virtual viewing and you later change your mind within 24 hours following an in-person viewing.

DO I NEED TO BRING ANYTHING TO THE VIEWING?

Due to the UK Right to Rent policy, we are required to obtain and check original identification of tenant(s) that allow them to live in the UK. These documents are normally checked at the viewing stage, so please be prepared to show your identification to our team member. Documents must be obtained and checked for all tenants wishing to live in the apartment; if a tenant is not present at viewing or a virtual viewing is arranged, then we ask for a copy of the document to be sent to us via email to the leasing team, documents will need to be verified in person upon arrival for move-in.

TENANT REFERENCING CHECKS

Once you’ve paid the holding commitment, we will start the referencing checks, which are carried out by BCS. These checks take around 3 to 7 working days to complete and BCS will require some supporting documentation in order to complete the checks.

DEPOSIT AND PAYMENTS

Once all tenants have passed referencing checks, we will be in touch to confirm the next steps in reviewing and signing your Tenancy Agreement. You will then be asked to pay your deposit, and your first rental payment. Future rent payments will be due on the 1st of each month thereafter.

HOW LONG IS THE BOOKING PROCESS?

The reference check process is mainly dependent on how swiftly you are able to complete the online application form. However, the process normally takes around 3-7 business days.

WHAT IS YOUR CANCELLATION POLICY?

Written cancellations received within 24 hours from securing the apartment are accepted with a refund of your holding commitment. Any cancellations received later than 24 hours before the tenancy start date or the tenancy agreement has been signed will be received, however without refund of the holding commitment.

The holding commitment is refundable if you made your decision based on a virtual viewing and you later change your mind within 24 hours following an in-person viewing.

WHAT IS THE MINIMUM AND MAXIMUM LENGTH OF CONTRACT?

We offer flexible lease terms from 6 months up to 3 years. Prior to the end of your tenancy your Property Manager will be in touch to discuss available renewal options with you should you wish to continue living with us.

DO YOU ACCEPT GUARANTORS?

In order to rent an apartment with us, you will need to pass affordability checks. The joint household income must be at least 2.66 times the rent. Should a household not pass the affordability criteria we do accept guarantors however they too will be subject to referencing.

I AM A STUDENT, CAN I RENT AN APARTMENT?

Absolutely, we welcome all individuals over 18 to apply for one of our apartments, however, students may be required to pay some rent in advance. These terms can be discussed and decided with our team, when securing the property.

WHAT FEES DO YOU CHARGE?

To secure the property there is a one off, non-refundable holding commitment that will be allocated towards your first month rent. If your weekly rent is above £400, we will take £400 as holding commitment. If your weekly rent is below £400, we will take £200 as holding commitment.

HOW MUCH IS THE DEPOSIT?

A deposit of £1,000 for a 1 bedroom or £1,600 for a 2 or 3 bedroom apartment is required. Your deposit is payable prior to the start of your tenancy. Deposits are held and protected in the My Deposits scheme. The deposit covers any damages to the apartment and/or furnishings that may occur during your tenancy. For our deposit alternative please refer to the relevant FAQ or speak to a member of our team to find out more.

HOW DO I GET MY DEPOSIT BACK?

Your deposit is protected by My Deposits, and refundable at the end of your tenancy. We process the return of your deposit within 10 days after agreeing with you on charges applied to damages, if any, excluding normal wear and tear.

DO YOU OFFER A DEPOSIT ALTERNATIVE?

We have teamed up with flatfair who offer a simple, safe and affordable alternative to tenancy deposits. Instead of paying a deposit at the start of your tenancy, simply pay flatfair a one-off, non-refundable, membership charge of £350 to create a flat bond that covers each household for the duration of the lease despite of the size of the unit or length of stay. As flatfair isn’t an insurance product, tenants simply agree to pay for any valid claims or damages at the end of the tenancy. If you wish to take advantage of this option please visit www.flatfair.co.uk or talk to your property manager for more information.

WHAT PAYMENT METHOD CAN I USE?

Your holding commitment, deposit and first rental payment can be paid via bank transfer into the account information with which we provide you at the time of application. Monthly rental payments can only be paid by Direct Debit.

WHEN IS RENT DUE?

Rent is due on the 1st of each month by Standing Order, if rent in advance has been agreed then your rent will be due in line with the payment schedule set out in your tenancy agreement.

WILL MY RENT INCREASE DURING MY TENANCY?

Your rent will not increase within the initial term of your tenancy unless otherwise stated in your contract. Prior to the end of your tenancy your Property Manager will contact you to discuss a renewal. The rates will be discussed at this time.

WHAT IS THE MOVE-IN PROCESS?

Once the application process is complete, reference checks passed, Right to Rent checks carried out, your tenancy agreement is signed, and are funds received, we will then arrange with you a convenient time to meet with you on the day of your move-in to hand over keys, complete a home induction, and help you settle into your new home.

CAN I CHANGE MY MOVE-IN DATE?

During times of uncertainty related to the Coronavirus pandemic (Covid-19), we are offering flexible moving dates. This means you can change your move-in date to any day within a 30 day window of the original date.

WHAT IS YOUR CCTV POLICY?

Our CCTV policy can be found here.

IS THERE PARKING?

We have limited car parking spaces available in our basement car park. To rent a parking space, please speak to your property manager.

When using parking, please properly adhere to all signage located in the car park and do not attempt to park in a space allocated to another resident. Any disregard for these rules puts the car owner at risk of a fine.

IS THERE HELP 24/7?

While living in one of our apartments, you will benefit from services onsite to respond to any maintenance issues within the block. Your maintenance and management team are also on hand to respond to any emergency such as flooding, power outages or fire. More information on what is considered an emergency, and who to contact out of hours when the front desk is not manned can be found in your resident handbook provided on the day of move-in.

DO YOU ACCEPT PETS?

Yes, we love them! There is a monthly pet rent of £75 per pet, which contributes to the additional communal cleaning and maintenance required. There are some breed restrictions in place, so please contact us for full details.

WHO IS MY PROPERTY MANAGER?

The difference in our service comes from having a dedicated property management team, whose goal is to deliver an exceptional customer service experience to our residents. Vivian Hoelzl, your Property Manager, and her team will be with you from the start of your letting journey and throughout the duration of your tenancy.

DO I HAVE TO PAY FOR AN INVENTORY?

It is part of our service to provide you with a comprehensive inventory of the property on the day of your move-in without any additional charge.

DO I HAVE TO PAY FOR A CLEANER WHEN MOVING OUT?

We aim for the highest standard of service and quality of product; therefore, we ask that our residents maintain their homes in good condition and leave the property in the same state and condition in which it was received in order to avoid cleaning fees at move-out. Should you have any queries, require any assistance or recommendations of local cleaners our team will be happy to help.

WHAT IS THE NOTICE PERIOD FOR MOVING OUT?

Should you wish to vacate the property at end of your tenancy we require two months’ written notice. If you wish to move-out before the end of your tenancy, please contact one of the team and they will be happy to discuss available options with you. An early termination fee may apply.