Expectations
Your Home
Reporting An Issue / Fault
Things will go wrong with the property over time here is what to do when they do.
There are some jobs you will be able to fix yourself, it’s part of living in a property, we call these light fixes – changing a light bulb, unblocking a sink, bleeding radiators, checking fuses. We have put some popular videos together to help with this, light fixes.
More involved repairs must be reported via our Report An Issue Form – this allows us to collect specific information about the issue which we can then send to a contractor. We can not take faults or jobs over the phone or via text.
Contractors will contact you directly so please be aware of this. You need to make every effort to speak with the contractor to ensure the work is completed.
Sometimes we will deem there is no issue and the job does not need doing, if this is the case we will always let you know via email notification, the job will be added to a to do list which means we have a record of it so we knows you’ve reported it but we can’t fix it atm.
An emergency is fire, theft, flood and we want to hear about this as soon as reasonably possible but we may not be the first person you call, emergency services or other services will need to be contacted. Please call 0161 761 7014 for emergencies only – leave a message which will be picked up immediately if out of hours (Mon – Fri 9:00 – 5:00pm).
Your Deposit
We will protect your deposit with the Deposit Protection Service with 30 days of receiving it. When we register your deposit with the DPS we provide them with your name, contact number, email and address. You can manage your deposit with the DPS directly.
Repaying your deposit is also done through the DPS, refunds will be issued through the DPS and they need to contact you to do this so ensure you contact information us up to date. Any disputes are also issued through the DPS and they will contact you for your input.
When you start your tenancy we will provide you with the information required by law. This includes
- How to Rent Guide
- DPS booklet
- EPC
- GSC (if required)
Rent arrears can be stressful for the property owner and the tenant. We follow a process to ensure arrears are kept to a minimum.
Before arrears:
- Always contact us if there is an issue with money, this way we know if the rent is going to be late and we can make plans for this.
- Set up a standing order via your banks app, website or high street branch as soon as possible. The account pay is included in your welcome pack we gave you when you moved in.
- We will always send rent reminders due date via email as routine, use this so you know how much rent you need to pay.
In arrears:
- You need to speak to us by phone so we can get a better understanding of the situation and any surrounding issues.
- We will send you rent arrears reminders via email, rent arrears letters, please keep these for your records.
- If possible we will always try to set up a payment plan.
- We will move directly to court proceedings as soon as the criteria permits if the situation does not improve.
- You need to know that rental payments overdue by more than 30 days will be subject to interest at the rate of 3% over the Bank of England Base Rate. This interest will be calculated from the date the payment was due up to date payment is received.
Our office is open Monday – Friday 9:00 – 5:00pm.
Out of these hours, our service is limited.
If there is an emergency please follow this link – Emergency Contact
If you are locked out please follow this link – Locked Out. We don’t offer an out of hour lockout service. You need to contact our recommended 24-hour locksmith, there will be a charge. Please do not damage the property trying to gain entry. Any cost to repair damages will be reclaimed from you.
We will visit the property on a few occasions:
- Within the 1st month of your tenancy.
- With the 3rd month of your tenancy
- Within the 6th month of your tenancy
We will not always need to enter the property.
If we do need to enter the property we will notify you at least 24-hours before and arrange a suitable time for both us and you.
Contractors visiting the property will most likely contact you directly. Please make every effort to speak with them.
If there is an emergency – flood, leak, fire, structural damage or incident we are not required to give notice to enter the property.
Rent has to be paid when it’s due, this could be every month or every four weeks. Our payment details can be found in the welcome pack we gave you when you moved in. Alternatively, they can be found at the bottom of the invoice emailed when rent is due.
You need to consider costs such as:
- Council tax
- Internet and phone
- Utilities
- Broken appliances
There are also some additional costs that may be incurred from us, here are – Tenant Fees
- Removal of waste/bin control
- New keys/lost keys
- Malicious damage that require repair
- Ending your tenancy early
- Making changes to your tenancy
We of course want you to make it your home, but we do need to avoid half the carpet, doors and woodwork being painted whilst painting a wall. Lets see how the first 6 months of your tenancy goes and then we can have a chat about making a few changes.
Help us help the planet, recycle! Each property will have access to a range of bins. It is on you to fill your bin responsibly and on bin days make sure the bin can be accessed by the collection team. Bins can fill up quickly and with infrequent collections they can become an eyesore, smelly and a hazard.
Your Business HQ
Rent has to be paid when it’s due, this could be every month or every four weeks. Our payment details can be found in the welcome pack we gave you when you moved in. Alternatively, they can be found at the bottom of the invoice emailed when rent is due.
Most of our business hubs come with wifi, utilities, food and drink included. We govern this with our Fair Use Policy which just states that you should be conscious of your consumption, share with others and not take an exceeding amount.
Some of our business hubs come with WIFI. How to connect will come in the pack we have given you when you first moved in.
We will clean the kitchen and bathrooms of our business hubs but we need your help too. During the week, and in-between cleans we need everyone to work together to keep kitchens and bathrooms, clean, tidy, and welcoming. This means washing up after yourself, wiping down surfaces, taking it easy on the microwave (bean splatters and soup explosions we mean) and keeping the bathroom acceptable – you know what we mean 
.
Things will go wrong with the property over time here is what to do when they do.
There are some jobs you will be able to fix yourself, its part of living in a property, we call these light fixes – changing a light bulb, unblocking a sink, checking fuses. We have put some popular videos together to help with this, light fixes.
More involved repairs must be reported via our Report An Issue Form – this allows us to collect specific information about the issue which we can then send to a contractor. We can not take faults or jobs over the phone or via text.
Most of our business HQ’s are repaired with our own team of contractors so they will get in touch directly with you.
Sometimes we will deem there is no issue and the job does not need doing, if this is the case we will always let you know.
An emergency is fire, theft, flood and we want to hear about this as soon as reasonable possible but we may not be the first person you call, emergency services or other service will need to be contacted. Please call 0161 761 7014 for emergencies only – leave a message which will be picked up immediately if out of hours (Mon – Fri 9:00 – 5:00pm).
Our office is open Monday – Friday 9:00 – 5:00pm.
Out of these hours, our service is limited.
If there is an emergency please follow this link – Emergency Contact
If you are locked out please follow this link – Locked Out. We don’t offer an out of hour lockout service. You need to contact our recommended 24-hour locksmith, there will be a charge. Please do not damage the property trying to gain entry. Any cost to repair damages will be reclaimed from you.
We will visit the property on a few occasions:
- Within the 1st month of your tenancy.
- With the 3rd month of your tenancy
- Within the 6th month of your tenancy
We will not always need to enter the property.
If we do need to enter the property we will notify you at least 24-hours before and arrange a suitable time for both us and you.
Contractors visiting the property will most likely contact you directly. Please make every effort to speak with them.
If there is an emergency – flood, leak, fire, structural damage or incident we are not required to give notice to enter the property.
Rent arrears can be stressful for the property owner and the tenant. We follow a process to ensure arrears are kept to a minimum.
Before arrears:
- Always contact us if there is an issue with money, this way we know if the rent is going to be late and we can make plans for this.
- Set up a standing order via your bank’s app, website or high street branch as soon as possible. The account pay is included in your welcome pack we gave you when you moved in.
- We will always send rent reminders due date via email as routine, use this so you know how much rent you need to pay.
In arrears:
- You need to speak to us by phone so we can get a better understanding of the situation and any surrounding issues.
- We will send you rent arrears reminders via email, rent arrears letters, please keep these for your records.
- If possible we will always try to set up a payment plan.
- You need to know that rental payments overdue by more than 30 days will be subject to interest at the rate of 3% over the Bank of England Base Rate. This interest will be calculated from the date the payment was due up to date payment is received.
You need to consider costs such as:
- Internet (if our WIFI can’t do what you need) and phone
There are also some additional costs that may be incurred from us, here are – Tenant Fees
- Removal of waste/bin control
- New keys/lost keys
- Malicious damage that require repair
- Ending your tenancy early
- Making changes to your tenancy
- Renewing your tenancy at the end of the term
- Getting let back into a property if locked out
