You will receive rent payment requests by email from our LettsPay payment system. There will be a payment link in the email, using this link you can either:

• pay online
  or
• see the bank account details with which to make a manual bank transfer e.g. using your mobile banking app.

The process for both is explained below.

—

1. The payment email will have a yellow “Pay Now” button in it, click that.
2. You will be taken to the LettsPay payment portal page. That page is unique to your tenancy. You can view all outstanding payment requests on this page.
3. Click the black “Pay by Bank” button.

If you do not get a satisfactory reply, you can raise a complaint via our complaints process which will be escalated appropriately.

Depending on the nature of the urgency, you may wish to contact Emergency Services. If your building has a porter or concierge in the building you should also contact them first as they are on-site to assist. You may also report any urgent or non-urgent issue via our Guest Help Form.

Please consult the guide on our Property Care page relating to doors and access.

Please consult the guide on our Property Care page relating to doors and access.

Yes you can always contact your property Host directly if you need help. Alternatively, you can also contact our Guest Services team who are available between 9am to 5pm Mon-Fri and 10am-3pm on Saturday on +442079931398. For contact out of office hours, it is best to reach our Guest Services team by scanning the QR Code on your keytag or visiting the Guest Help Form at www.rentlondonflat.com/help

If you wish to make changes to your rental contract after it has been signed, such as changing the renters, then this can only be done by agreement from all parties. The current contract will be made void and discarded, and a new contract will be created.

This is the way it will work if you wish to change one renter, or even all renters, on a contract. You will in essence be asking to break the contract, and create a new contract with the new substitute people named on it. The Owner has to agree to this.

Also – there are other considerations to be made, for example regarding the condition of the property at handover between the renters, and also regarding the deposit handover. Please see our Move In and Move Out FAQs for more details.

In very rare circumstances, there could be disruptions to your ability, as the renter, to quietly reside in, and enjoy, your home as you are entitled to under the rental contract terms.  Examples of these disruptive situations can include:

• a water supply problem
• no hot water
• inability to use showers, baths, or toilets
• an electricity supply problem
• extensive maintenance or renovation works – e.g. repairs to flooring or ceiling following a water leak
• major furniture disrepair or delivery problems (e.g. no bed to sleep on)

As a result of this disruption to your living conditions, you may not be able to use part(s) of your property as normal, or you could require alternative accommodation while the disruption is resolved. Rent reductions, compensation, or other good-will payments, could be owed to you as a result of this.

Each situation will be assessed given the particular circumstances. Consideration will be taken of the following:

• the area within your home that is affected
• the time period of the disruption
• the inconvenience caused by the disruption and any redundancies and workarounds (e.g. if you only have one bathroom and that becomes unusable, vs if you have 3 bathrooms and one becomes unusable)
• health and safety standards and regulations

We are not in the best-placed position to judge your accessibility and other needs of daily life, we would kindly ask that you inform us of these needs and circumstances, so we can discuss and reach a solution that is acceptable for all involved.

If you do require alternative accommodation, and you pay for it yourself, please ensure to keep hold of all booking confirmations and payment receipts, these will need to be shown as evidence when discussing reimbursement or rent reductions with the property Owner. Alternatively, the Owner could choose to provide and pay for alternative accommodation themselves. Rent remains due until and unless an agreement is reached between you and the Owner on how the situation should be managed.

As a general rule of thumb, if alternative accommodation is required, this should be a hotel or short-stay booking made at a location within reasonable commuting distance of your home, and at a price approximately comparable to the per night rental cost of your home (calculated pro rata from the contractual monthly rent). This metric is also used for instance by insurance companies when determining reasonableness of buildings insurance claim payouts for disruption to living conditions.

In extreme circumstances, if the period of disruption is very prolonged, you and the Owner may choose to agree to a mutual voiding of the rental contract. This is called a tenancy surrender, and this means that you can move out of the property without the usual notice period stipulated in the rental contract, and without having to bear the cost of the rental for the remainder of the contract term. In such cases, our team will also be happy to help find and suggest other properties in our portfolio that you could move to and rent.