Tenants Guide

1

Who manages the property whilst I am a tenant?
Smart Living will become your landlord. However, Victorstone will be managing your property and handling all your paperwork. All points of contact will be between you and Victorstone. You will be assigned a Letting Manager at the start of your tenancy.

tenants

2

What should I do if something in my home breaks down?
Tenants are responsible to report maintenance issues as they arise. When a breakdown occurs, you will need to contact our maintenance department directly to maintenance@victorstone.co.uk.

Please put the following information in your email:

  • Your name
  • Your room number
  • Your property address
  • Details of the breakdown
  • A photo

Please provide us with as much information as possible, this will help our engineer diagnose the problems and bring the relevant parts for visit and speed up the process.

Alternatively, you can call the maintenance department on 020 7426 5417 and they will be able to assist you. Please provide the same information. We will arrange a contractor to visit you at the earliest available time.

Key contacts:

  • Robert Leigh
  • Zoya Bhatti

The department is open between 8.30am – 6pm, Mon- Friday not open on Saturday so please leave a message or send an email with your enquiries and they will be answered on the next working day.

3

Do I need to be at the property when a contractor visits?
You do not have to be present at the property during the visits as we are able give keys to the contractor for access. If you would prefer to be present when a contractor visits, please inform us so we can make the necessary arrangements.

4

What if I can’t operate an appliance or the heating and hot water?
Remember your flatmates are sharing the same facility with you, so you can always help each other. Or you can check the manuals provided. Please contact our maintenance team if a manual is missing. Alternatively, and to save time and inconvenience, manuals are often available online. Leaks from one property to another are not uncommon, especially in developments comprising a number of apartments. Leaks can result from something as simple as seals in baths and showers to more serious problems with pipework installations. In situations such as this, please speak to your neighbours first to identify where the leaking is from. At the meantime, please notify our maintenance department.

5

Who is responsible for changing light bulbs?
Our maintenance team will remove the blown bulbs from the rooms at the check-out and will replace it with a new one. You will be responsible for change the bulbs in your room during your stay, and we will replace the bulbs of the common areas.

6

Who is responsible if the drains become blocked?
Unless the problem results from a failure in the sewerage drainage system you as tenant are responsible for clearing blockages. Subject to any restrictions on the use of chemicals with septic tanks, regular use of drain cleaners in the bathrooms and kitchens helps avoid blockages. If you cannot unblock the drains, please call our maintenance department for a call out charge. The tenant responsible will be charges or shared by all the tenants in the property.

7

Who looks after the garden?
If the landlord provides gardening tools, tenants will be responsible for maintaining the garden in order. If the landlord doesn’t provide any tools, Smart Living will be responsible for the maintaining of the garden. Remember to water planters and pots as required.

8

Do I keep my room ventilated?
The property must be kept ventilated to avoid the build-up of condensation and mould. To prevent these issues, always use extraction fans and ventilation systems whilst regularly opening windows to allow fresh air to enter the property.

9

Can I hang pictures?
Subject to the provisions of the Agreements yes, providing the number is not excessive and that you use commercially produced pictures hooks making good any damage at the end of the tenancy.

10

What if I need more keys to the property?
Subject to the agreement, you are not able to have additional sets of keys cut. Details will be held on file, and keys must be returned at the end of the tenancy.

11

What about property inspections?
If an inspection is required, you will be given at least 24 hours’ notice. Your Tenancy Manager will contact you to clarify the details of the inspection.

12

Do I have to allow access?
Yes, you are under statutory contractual obligation to allow Smart Living representative’s access subject to you being the 24 hours’ notice.

13

What if I lose my keys or am locked out?
During office hours we staff will assist you giving you a copy of your property key, but a fee will be charged. In case you are locked out the property, call our emergency line and one of our maintenance team will arrange for an engineer to come to the property.

14

Who is responsible for Utilities and Council Tax?
The bills for gas, electricity, water, broadband and Council tax will be registered under Smart Living. However, there is a limit per month which the company will pay for each property regarding gas and electricity. Any usage above the limit will be shared equally by each room. Smart Living is responsible for any other bills including the cleaning service.

Moving out

How to end your tenancy in seven simple steps

When you signed your tenancy agreement you agreed to give us at least two months’ written notice before leaving your home and to leave the property in a clean and tidy condition. It is important that you keep to this agreement otherwise you may be charged extra rent, or have to pay for any extra work we have to carry out before new residents can move in.

calendar

Give us at least two
months’ written notice

When you intend to leave your home, you must give us at least two months’ written notice. This is a condition of your tenancy with us.

chat

Inform
others

If utility bills (water, gas, electricity) are in your name, in most case they are not, you must tell the companies that you are moving out otherwise you may have to pay and become liable for bills after you have left. The gas and electricity companies will need final meter readings, as will the water company if you have a water meter. This is so they can work out your final bill. You will be required to leave a forwarding address and contact number.

keys

Hand in your keys
to Smart Living

Notify us of your bank details where you want the deposit to be returned. – You must return the keys of your property to our head office at 213 City Road EC1V 1JN. You will be liable for rent until all keys are returned to us. If you do not hand in your keys by 11am you will be required to pay another full week’s rent. Before you leave, please make the property safe by locking all the doors. If you have window keys, please lock the windows and leave the window keys in the property.

money

Continue paying
your rent

Please remember you are responsible for paying your rent up until the end of your tenancy, or until your keys are handed in, whichever is the latest.

clean

Clean your home
when you move

Please leave your room and common area in the same condition as you found it in. Repairs that are needed and are not your responsibility must be reported to us. Otherwise, we will charge you for the extra cleaning or repairs work.

inspect

Final
inspection

Notify us of your bank details where you want the deposit to be returned. – You must return the keys of your property to our head office at 213 City Road EC1V 1JN. You will be liable for rent until all keys are returned to us. If you do not hand in your keys by 11am you will be required to pay another full week’s rent. Before you leave, please make the property safe by locking all the doors. If you have window keys, please lock the windows and leave the window keys in the property.

deposit

Return your
deposit

If you have a deposit or rent paid in advance, this will be returned to you within 14 days once we ensure that your bills have been paid, and that there are no rent arrears or unpaid fees on your account and there is no damage to the property.