Before you move in
Everything you need to know before your tenancy begins, including paperwork, checks and what to expect.
- How do I enquire about a property?
- How do I book a tour?
- How do I apply for a property?
- What income do I need to be eligible?
- What upfront payments are required before move-in?
Moving in
Guidance for move-in day, from key collection to setting up your utilities and settling into your home.
- What should I do before move-in day?
- Is there parking available for move-in day?
- Will there be an inventory when I move in?
- Are utilities included in the rent?
- How do I access the resident app or portal?
Living in your home
Tips and information to help you get the most out of your home and day-to-day living.
- Are there regular inspections during my tenancy?
- Am I allowed to paint or decorate?
- Are smoke alarms and carbon monoxide detectors provided?
- What should I do if I notice a safety issue?
- How do I report noise or disturbance issues?
Payments & rent
Details on how to pay your rent, what’s included and what to do if you have payment issues.
- Can I set up a direct debit or standing order?
- What payment methods are accepted?
- When is my rent due each month?
- When will I get my deposit back after moving out?
- Are there any extra charges apart from rent?
Maintenance & repairs
How to report an issue, what’s covered and how we handle maintenance and repair requests.
- How do I report a repair or maintenance issue?
- How long will it take for my repair to be completed?
- What counts as an emergency repair?
- Do I need to be home during a repair appointment?
- Which repairs are the landlord’s responsibility?
Access & security
Information on building access, key fobs, intercoms and keeping your home secure.
- How many sets of keys or fobs will I receive?
- What should I do if I lose my keys or fob?
- Can visitors access the building freely?
- Is the building monitored by CCTV?
- How is security managed on-site?
Neighbours & community
Guidance on being a good neighbour and getting involved in community events or updates.
- What are the rules for using shared spaces?
- Can I reserve shared spaces for private use?
- Are pets allowed in the building?
- Is smoking allowed in the building or my home?
- What should I do if I have a dispute with a neighbour?
Bins, recycling & waste
How waste and recycling are managed in your building, including bin locations.
- Where are the bin stores located?
- How should I sort my recycling?
- Is there a food waste collection service?
- How do I dispose of large items like furniture?
- How can I report issues with the bin stores?
Deliveries & post
How to receive parcels, use parcel lockers (if available) and collect your post.
- Are there parcel lockers or collection points on-site?
- What happens if I miss a delivery?
- What should I do if I receive mail for a previous resident?
- How do I set up mail forwarding after I move out?
- Can couriers access all parts of the building?
Amenities & facilities
Everything you need to know about shared spaces like gyms, lounges or rooftops.
- Are all amenities included in my rent?
- Can I reserve shared spaces for private events?
- Can I bring guests into shared spaces?
- What are the opening hours for building amenities?
- How do I report a problem with an amenity?
Parking & transport
Parking availability, permits, cycle storage and local public transport options.
- Is resident parking available?
- How do I apply for a parking space?
- Is visitor parking available?
- Is there bike storage available?
- Are EV charging points available?
Resident app
Using the resident app to manage your tenancy, request help or access services.
- How do I download and log into the resident app or portal?
- What tenancy information can I view in the resident app?
- Are there services I can request through the resident app?
- How do I report a maintenance issue using the app?
- Where can I see my payment history?
Support & contacts
Who to contact for different issues and how to reach us in an emergency.
- Who do I contact for maintenance issues?
- Is there an on-site team or concierge service?
- How do I contact the property management team?
- Who do I contact in an emergency?
- How do I report a maintenance issue?
Moving out
What to do when it’s time to leave, including notice periods, cleaning and returning keys.
- How do I give notice to end my tenancy?
- What should I do before I move out?
- What cleaning is expected before I move out?
- When will the final inspection take place?
- When will I get my deposit back?
Company policies
An overview of key policies covering your tenancy, safety, pets and more.
- What rules do residents need to follow?
- Do I need contents insurance?
- Is building insurance included in my rent?
- Are the Enclave buildings fully accessible?
- Who is responsible for health and safety in the building?