Frequently Asked Questions
How do I pay my rent and what happens if I fall behind?
Rent is usually paid by direct debit or bank transfer in advance, and your lease will set out the exact due dates. If you're having trouble keeping up with payments, please contact us as early as possible, as there are options and support services available, and early communication helps avoid the situation escalating.
What happens when my fixed-term lease is coming to an end?
We'll usually be in touch before your lease expires to discuss renewing for another fixed term or moving to a periodic (rolling) agreement. If you'd like to renew, let us know as early as possible so we can prepare the new agreement in time.
Can I have someone move in with me or sublet the property?
Please speak with us before adding an occupant, having a long-term guest stay, or subletting any part of the property. Your lease will outline who is approved to live there, and any changes generally need our consent in writing beforehand.
What counts as an urgent repair?
Urgent repairs generally include things like burst water services, blocked or broken toilets, gas leaks, dangerous electrical faults, serious roof leaks, flooding, or failure of an essential service such as hot water, cooking, heating, or air conditioning where provided. If you can't reach us for an urgent repair, you may have options to arrange it yourself and seek reimbursement, so please refer to our Emergency Maintenance Procedure first.
What's the process for changing my contact information?
If your contact details change, such as your phone number, email address, or emergency contact, please let us know promptly. This ensures we can reach you regarding inspections, maintenance, rent, or other important tenancy notices.
What happens to my bond at the end of the tenancy?
At the end of your tenancy, we'll arrange a final inspection and compare the property's condition against the original condition report. If both parties agree, your bond is refunded through the relevant rental bond authority. If there's a dispute over deductions, such as cleaning or damage, the matter can be referred to the appropriate tribunal for resolution.