ApartmentWharf Terms & Conditions

ApartmentWharf strive to ensure that our clients' interest is always protected. Before making any booking, applicants need to read and ensure they are happy with our Terms and Conditions. All bookings are subject to agreeing to these terms and conditions.

HOLDING DEPOSIT

The tenancy agreement can be viewed upon request. We highly recommend reviewing the tenancy agreement before proceeding with the booking. A holding deposit may be requested to reserve a property while referencing and tenancy checks are completed. The holding deposit will be handled in line with applicable law and may be retained where permitted, including if applicants provide false or misleading information, fail a Right to Rent check, withdraw from a property, or fail to take all reasonable steps to enter into a tenancy agreement within the deadline for agreement. The deadline for agreement is 15 calendar days from the date of the holding deposit, or 48 business hours before the move-in date, whichever is earlier. If Apartment Wharf or the landlord declines the offer, the holding deposit will be refunded to the applicant's bank account.

DOCUMENTATION

AW will need some documents and references from you and/or your guarantor that you need to upload through an invitation link. Note that the following documents will be needed within 48 hours in business days from the date you placed the offer. Employment Information: As part of our checks, we need to obtain a reference from your employer, who will be paying your wages for the term of the tenancy. Please ensure you know the contact number and email address of the relevant person who can confirm the following information: Employment start date Contract Length Contract Type Previous Landlord References Annual Salary - you must earn at least 2.5x the monthly rent to meet affordability A credit history in the UK of at least 6 months It might take up to 72 hours in business days to check all the references and decide whether to accept or decline your offer. We cannot take references from personal email addresses or mobile numbers. In addition to the information collected above, we will need some documents from you which we can cross-reference with the information that has been provided by your employer and former landlord. The documents we require are as follows: Two forms of Proof of ID - This includes: Passport, full driving license (not provisional), BRP visa, share code to prove your pre/settled status, Entry clearance and birth certificate Evidence of right to rent in the UK - Share code to prove your pre/settled status Proof of your current address - A Utility bill or a bank statement Last 3 months full UK bank statements showing your full transactions over the period. (6 months required if self-employed) Proof of your income - The documents we require will depend on your occupation. Below is a list of the different documents we require based on your occupation. - Professional - last 3 months' UK payslips from the employer who will be paying your wages for the term of the tenancy - 6 months' UK payslips if on a zero-hour contract from the employer who will be paying your wages for the term of the tenancy - Retired - Proof of pension - Self-employed - Annual UK tax return, set of company accounts, a letter from your accountant confirming your annual income Previous Landlord References Annual Salary - you must earn at least 2.5x the monthly rent to meet affordability If you do not match the above criteria or cannot provide all of the above documents a UK guarantor is needed: Annual salary - your guarantor must earn 3x the monthly rent to meet affordability and needs to provide the documents listed above for a reference check.

BOOKING CANCELLATION

The holding deposit may be retained only where permitted by applicable law, including if the applicant withdraws, provides false or misleading information, fails a Right to Rent check, or does not take reasonable steps to enter into the tenancy agreement within the agreed deadline. If Apartment Wharf or the landlord declines the offer, the holding deposit will be refunded.

Anti-Social Behaviour procedure (ASB)

The purpose of this guide is to briefly outline the way in which Anti-Social behaviour will be managed and addressed. Our service is committed to ensuring that all residents enjoy their right to peace, quiet and security in and around their homes. We do recognize that ASB can have a severe effect on the wellbeing of residents and that we have a duty to act to minimize it. We will investigate any incidents reported to us by adhering to the corresponding urgency timescale. Anti-social behaviour can come in many different forms, including noise, threat of sharers/neighbours, smoking, use of illegal substances, damages to the property itself or neighbouring property, or use of the property as a brothel. ASB can be described as a behaviour that causes harassment, alarm, or distress, and it can be categorized as urgent and non-urgent. The tenant is responsible for the conduct of others living in or visiting the property too. Any legal action taken in respect of ASB is taken in relation to Housing Acts (1985,1988,1996, and 2004), the Anti-social Behaviour Crime and Policing Act 2014, or any other legislation relevant to housing management and with reference to the tenancy terms and conditions. The Anti-social Behaviour Crime and Policing Act 2014 replaces the various measures previously available to tackle ASB within the Anti-social Behaviour Act 2003 with a new set of powers, intended to provide a simpler and more streamlined framework. It introduces new mechanisms with the aim of giving victims and local communities a greater say in the treatment ASB and low-level crime, and it strengthens the ability of landlords to terminate tenancies on grounds relating to ASB. 4.1. AW antisocial behaviour procedure STEP 1. Evidence collection Apartment Wharf will collect as much evidence of anti-social behaviour as possible before contacting the tenants involved. AW might need to ask other sharers/neighbours to provide a full report with full details, including dates and times and exactly who was involved, as well as what happened. STEP 2. Mediation AW will inform the tenants involved about the behaviour complained of by sending a warning through the property management system. A phone call will follow as well. AW will try to make clear what is the aim of the complaint and that what happened is not acceptable. Where appropriate, AW will encourage tenants to resolve their disputes amicably. STEP 3. Where the antisocial behaviour is continued for 28 days after receipt of the compliant, the license holder, or their agent will visit the property within 7 days and issue the occupier with a warning letter advising them of the possibility of eviction. A meeting will be arranged with the tenants involved to discuss the ongoing issues. STEP 4. Final Warning If the initial approach to the tenants does not work and the antisocial behaviour continues after 14 days from sending the first warning, Apartment Wharf may proceed with a "final warning". This means Apartment Wharf may have to consider ending the tenancy by serving the appropriate notice and seeking a possession order where legally available. Any recoverable costs, fees, or breaches will only be pursued where permitted by the tenancy agreement and applicable law.

TENANCY DEPOSIT

Where a tenancy deposit is required, it is normally capped at up to five weeks' rent and protected in a government-approved tenancy deposit scheme such as MyDeposits. Apartment Wharf does not hold tenant deposits where the deposit is protected directly with the scheme. Should any deposit dispute arise between tenants and landlords, it may be referred to the relevant deposit protection scheme's dispute resolution process.

EXTRA SERVICES

Upon request, we can provide extra services, where available and where permitted by law or the relevant agreement. Examples may include late check-out, parking, extra linens, extra towels, or extra guests for short-let or serviced accommodation bookings. Extra services are subject to availability, policy, and any applicable cost confirmed in advance.

OUR LIABILITY

ApartmentWharf is not liable for loss, damage, injury or death caused by an event or circumstances beyond our reasonable control including, without limitation to, acts of God, governmental actions, war or national emergency, acts of terrorism, protests, riot, civil commotion, fire, explosion, flood, epidemic, lock-outs, strikes or other labour disputes, or restraints or delays affecting carriers. ApartmentWharf will not accept liability if illness, injury or death is the fault of the Party Leader or any party member.

ACCURACY

Website descriptions of the property are provided in good faith based on information available at the time of publication. Please make further specific enquiries to ensure that the property matches any particular requirements you may have. Any changes, requests, or agreed special conditions should be confirmed in writing by [email protected] before the tenancy or booking starts. Verbal discussions should not be relied on unless confirmed in writing. At move-in, keys can normally be collected from 3pm to 6pm, Monday to Friday. Key collections outside business hours are subject to availability and any charge will only apply where permitted by law or the relevant agreement and confirmed in advance.

BUILDING WORKS

From time to time, building work and the associated noise is unavoidable. We do not control such work and we do not receive advance notification of when such work will commence. We will notify the guest as soon as we are made aware of any building work that may affect their holiday. However, we will not offer compensation.

COMPLAINT

If tenants have cause for complaint whilst on holiday, this must be brought to the attention of ApartmentWharf immediately, so that action can be taken to rectify the issue. Should they fail to report their complaint, ApartmentWharf will not consider themselves to be liable for those complaints.

FORMAL COMPLAINT PROCEDURE

Apartment Wharf is committed to handling complaints fairly, promptly, and transparently. We are a member of The Property Ombudsman scheme, which provides independent redress for unresolved complaints relating to property services.

Before a complaint is referred to The Property Ombudsman, customers should normally allow Apartment Wharf the opportunity to investigate and respond through our in-house complaints procedure. A complaint can be made in writing by email to [email protected].

In-house Complaints and Dispute Resolution Procedures

Our complaints and dispute resolution procedure is designed to provide a clear and practical process for resolving any complaint about the service received from our agency.

STEP 1: Please submit the complaint in writing, setting out the issue, relevant dates, property details, and the outcome you are seeking. This helps us investigate the matter properly.

STEP 2: Apartment Wharf will acknowledge the complaint, review the information provided, and investigate with the relevant team members. We may contact you if we need further details. We aim to provide a written response within 15 working days.

STEP 3: If you are not satisfied with our response, please let us know in writing and explain why the proposed resolution is not acceptable. A senior member of the team will review the complaint and any additional information.

STEP 4: We will provide our final viewpoint or proposed resolution in writing. If we accept an alternative resolution, we will aim to implement it as soon as reasonably possible.

STEP 5: If the complaint remains unresolved after our final response, or if the required timeframe has passed, you may be able to refer the complaint to The Property Ombudsman for independent review. Details can be found at www.tpos.co.uk.