Frequently Asked Questions

VIEWINGS & RESERVATIONS

To make an enquiry, please give us a call on 02035956707 or contact us online. One of our team will be delighted to schedule a tour for you. Please refer to the ‘Do I need to bring anything to the viewing?’ for further details.

 

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 between 11 am and 3 pm on Mondays, Wednesdays and Fridays, to limit non-essential travel during busy traffic periods. Tours will be limited to up to two members of the same household at a time. All of our team members are required to wear masks and gloves during the tour. You will also need to bring a mask 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.

We can work around your busy schedule, therefore, viewings can be arranged Monday-Friday from 8am-6pm (Virtual Office Hours), as well as Saturdays and Bank holidays by appointment only. Simply give us a call and we will arrange a viewing or organise a virtual tour via Skype or Facetime.

Reserving an apartment is easy and can be completed in just a few minutes over the phone or after you have viewed the property and decided that you want it. You can also register your interest for an apartment on this website. There will then be a one-off holding commitment per person required at commitment stage and deposit of 4 weeks’ rent payable upon move-in. 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.

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.

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

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. If your tenancy starts midway through the month, your first rental payment will also cover the remainder of that month, future rent payments will be due on the 1st of each month thereafter.

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.

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 will be received, however without refund of the holding commitment.

We offer flexible lease terms from 12 months. 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.

In order to rent an apartment with us, you will need to pass affordability checks. The joint household income must be at least 2.5 times the rent. Should a household not pass the affordability criteria we do accept guarantors however they too will be subject to referencing.

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.

PAYMENTS

To secure the property there is a one off, non-refundable holding commitment. Commitment fees are £400 and £200 for apartments where rent is less than £400 per week, this will be allocated towards your first-month rent.

A deposit of £1000 is required for our studio and 1-bedroom apartments, 2- and 3-bedroom apartments are £1600. 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.

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.

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 per household. 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.

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 should be paid by standing order. Charter Place will provide Standing order form with welcome pack.

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.

Your rent will not increase within the initial term of your tenancy. 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.

MOVING IN & MOVING OUT

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

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.

Should you wish to vacate the property at end of your tenancy we require 2 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.

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.

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.

OTHER

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. Tony Bullen, your Property Manager, and his team will be with you from the start of your letting journey and throughout the duration of your tenancy.

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.

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.

All mews houses have an allocated space outside their homes and there will be a limited number of additional allocated parking spaces are available for residents in the 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.

Our CCTV Policy can be found here.