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Guest Help

How to get help with any issues after you have moved in to your London Home

1. Scan QR Code

The fastest way to request help is to simply scan the QR Code on the keytag attached to your property keys that we gave you. Or visit www.rentlondonflat.com/help

Services
Maintenance Form

2. What is the issue?

Tell us what the issue is via the Guest Help form, whether it’s a property maintenance, tenancy or accounts issue. Take a video or photos as this will speed up responses.

2. What is the issue?

Tell us what the issue is via the Guest Help form, whether it’s a property maintenance, tenancy or accounts issue. Take a video or photos as this will speed up responses.

Maintenance Form

3. Guest Services Team

Depending on the issue the appropriate team will respond as soon as possible. The Property Maintenance team for any repairs, the Tenancies team on any changes to your stay and the Accounts team for any billing or rent enquiries.

Services
Responsibilities

4. Responsibilities

Both Guests and property Owners have legal obligations over the duty of care over the property. We will accordingly advise when the Landlord or Guest is responsible for the issue.

4. Responsibilities

Both Guests and property Owners have legal obligations over the duty of care over the property. We will accordingly advise when the Landlord or Guest is responsible for the issue.

Responsibilities

Next – How to get help with your Property Care

Making you feel at home

Convenient Online Renting

Book Viewings, submit Offers, complete Referencing, E-Sign your Rental Agreement and pay Rent from a mobile.

Online support anytime

24/7 Guest Help, we’re there for you whenever you need assistance you can reach us whatever the issue is.

Health and safety is a priority

Our Hosts are committed to COVID-19 cleaning protocols and Social Distancing when conducting in person Viewings.

More questions about how to get help when renting a London flat?

If I come to you for help during my stay, how long will it take for a reply?

Our Guest Services team will respond as quickly as possible to the issue and usually via email, unless it is an urgent issue that requires us to contact you by phone or text. Most enquiries should have been replied to within 1 working day. Please ensure we have your correct phone and email contact details (personal email address preferred, not institutional email addresses which may change).

What happens if my issue remains unresolved and I wish to complain?

If you do not get a satsifactory reply, you can raise a complaint via our Complaints Process which will be escalated appropriately.

How do I get help if it's an emergency?

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.

Can I phone you?

Yes you can always contact your property Host directly if you need help. Alternatively, you can also contact our Guest Services support 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

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