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FAQs

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Renting

What bills are included with rooms to rent?

In house share properties, such as a HMO, all bills are included. This covers your Council Tax, gas, water, electricity, high-speed Wifi, and TV License for communal areas.

Are short-term lets allowed?

Our minimum term is 6-months for all of our rooms for professionals.

Can I bring my pet?

We do have some house shares where pets are welcome, but most Luxury Hub properties do not allow pets. Please check the property’s listing on our website or contact our letting agent team.

How long before I can move in?

After you choose your perfect ensuite property or room to rent, you will need to go through referencing which takes 5 to 7 working days. In some cases, our entire rental process can be as fast as 7 days to 14 days from start to finish. As soon as reference checks have completed you are welcome to move into your new home.

What type of tenants is Luxury Hub looking for?

We accept all types of tenants at Luxury Hub. Our properties are for working professionals with a regular income is essential. We try to match age and gender in our house share properties where possible.

Are couples allowed?

For entire property rentals, couples are welcome at Luxury Hub. In our house share rooms to rent, we generally have a single let policy in place. This can vary, and some house shares are available for couples. Please check this specification directly in the property listing on our website, or contact us with your requirements.

How much is the security deposit and is it protected?

We take a security deposit of one months rent for all rooms to rent at Luxury Hub. Deposits are protected by a government approved deposit scheme like TDS.

Why do I have to pay a holding deposit?

All tenants must pay a holding deposit so we can reserve the room for you. We get a lot of applications for our rooms for professionals, and once we receive the holding deposit, the room is reserved specifically for you.

What happens if I do not pass referencing?

We use an external referencing and credit check agency who will determine if you pass referencing. In the event that you don’t pass, we will let you know as soon as possible and we will not be able to accept your holding deposit or room choice request. Your holding deposit will be returned to you.

How long does it take for my holding deposit to be returned to me?

This can take up to 10 working days, but we always try to process returns as quickly as our system allows. The full holding deposit may not be returned as we must make a deduction to cover administration costs. This will only happen under specific circumstances stated below :

  1. You did not reveal all the information on your credit file, like a County Court Judgement or you gave false information.
  2. You change your mind and say you do not want the room after we have carried out the referencing and credit checks.

In both the circumstances above, we will deduct £100.00 to cover administration costs.

Long Term Tenancies

How much rent discount is offered on long term tenancies?

The rent discount can be up to 1 week for every 6 months over and above an average rental contract, but this can vary between properties.

  • If the average room rental contract for a property is 6 months, and you choose a long term tenancy for 18 months, you can expect a 2 week rent discount.
  • If the average room rental contract for a property is 12 months, and you choose a long term tenancy for36 months, you can expect a 4 week rent discount.
What tenancy options do I have?

Our long term tenancies range from 6 months up to 3 years.

What are the advantages of long term tenancies?

There are many benefits of long term tenancies, including fixed rent for the contract duration, and no need to complete multiple referencing and credit checks. Rooms to rent for the long term bring you peace of mind regarding your accommodation.

Is the renewal of my tenancy agreement the same period ?

No, with long term tenancies, you do not have to renew for the same period. You can renew anything from 6 months or more.

What happens if I don’t pay my rent on time?

Late rental payments must be resolved immediately. If rent is unpaid, you need to contact the our letting agent office to arrange payment.

What happens if I cause damage to the property?

You are responsible for damage and repairs to the property. If repairs are not made or not satisfactory, your deposit will be deducted to cover the costs. As a tenant, this may involve you paying to fix any problems caused by yourself or your guests.

Can I have a lodger?

No, our rooms to rent and house share properties do not allow lodgers. If you would like someone to move in with you, a new contract will be issued with both parties.

What happens if I want to end my tenancy earlier ?

If you want to end a long term tenancy earlier, we might be able to find an option for this. Speak with our letting agent team and we will work out a solution with you.

Will my rent go up at the end of the agreement period?

Generally speaking, at the end of long term tenancy agreements the rental amount will increase to reflect market changes.

Tenant Referencing

Is my personal tenant referencing information safe?

Yes, we comply with the Data Protection Act, and our referencing company uses bank-grade security and 128-bit encryption to protect your information and keep it secure.

What happens if I cannot afford the rent myself?

If you are worried about affordability, it may be possible to support your application with a UK based guarantor.

What happens if I have a guarantor?

If you have a guarantor for your rental contract, they will be able to provide their information in the same way through Goodlord tenant referencing.

How much is the deposit?

To secure your property we take a holding deposit equivalent to 1 week’s rent. This will then be put towards your total deposit of 1 month’s rent once reference checks have been approved and your move date is set.

When do I receive my deposit back?

You will receive your deposit back in 14 working days after the end of your contract with Luxury Hub.

Will I receive my full deposit back?

At the end of your tenancy, if cleaning or repair work is required, this will be deducted from your deposit. Cleaning and repairs are charged directly from the cleaning or repair company used for the job. We do not receive any commission or benefit from the cleaning or repair company and would much prefer that the property is simply left clean. Should the property be left deliberately in a poor state, a charge may be applied to help towards the time and administration required in resolving the issues.

What happens if I don’t pass tenant referencing?

Should any information be withheld from Luxury Hub that results in you failing the reference checks, then the holding deposit is non-refundable. Examples of this would be undeclared adverse credit (CCJs, arrears, bankruptcy) or falsifying information regarding your current living arrangements or employment. All adverse credit must be declared whether satisfied or unsatisfied, so that permission to continue from the landlord can be sought before receiving the holding deposit.

The referencing and credit check agency we use determines if you pass tenant referencing. If you do not pass, we will let you know as soon as possible, and we will not be able to accept your holding deposit or room choice request.

What if I have any questions relating to referencing?

Please contact Goodlord directly for tenant referencing enquiries. Their phone number is 020 3198 2060 or you can speak to them through their website chat: https://www.goodlord.co/tenants

Why do I have to pay a holding deposit?

All our tenants have to pay a holding deposit so we can reserve the ensuite room to rent for you. We get a lot of applications for our house shares and rooms to rent, and once we receive the holding deposit, the room is reserved specifically for you and no one else can choose it.

The holding deposit is 1 weeks rent and if you don’t pass referencing we will return your holding deposit to you as quickly as possible. This can take up to 10 working days, but we will try to process as quickly as possible.

Will my holding deposit be fully returned to me if I do not rent the property?

Yes, your holding deposit will be returned to you if you do not pass tenant referencing.

In some specific instances your holding deposit may not be returned to you in full. This is the case if we have to make a deduction to cover administration costs. This will only happen under specific circumstances stated below:

  • You did not reveal all the information on your credit file, like a County Court Judgement or you gave false information.
  • You change your mind and say you do not want the room after we have carried out the tenant referencing and credit checks

In both the circumstances above we will deduct £100.00 to cover administration costs.

Report a Problem

What's the maintenance reporting process?

All of our house shares and rooms to rent follow the same maintenance reporting process. How you report an issue to us will depend on the level of urgency. Please see some examples below for the different types of problems and how to report them:

SERIOUS EMERGENCY Examples

  • Gas leak
  • Fire
  • Major flood type leaks

PROPERTY SAFETY AND SECURITY Examples

  • Locked out the property
  • Break into property and damage

DISRUPTIVE PROBLEM Examples

  • Locked out the property (there will be a cost for lost keys and/or call out charges)
  • Boiler issues
  • A shower not working
  • Minor leaks
  • Broken radiator
  • Broken appliances

MINOR MAINTENANCE Examples

  • Broken furniture
  • Dripping taps
  • Loose toilet seats
  • Loose handles
  • Appliances
  • Other
How long does it take to solve the problem?

The wait time for maintenance issues will depend on the problem at hand. Disruptive problems are dealt with within 2-5 working days, whereas minor maintenance reports are dealt with within 5-10 working days. It may take longer if a certain part is not in stock and needs to be ordered.

What if I know how to fix the issue or if I want further help to resolve the problem myself ?

If you are able to fix the issue yourself, or you want help to resolve the issue, read our Tenant Maintenance Tips download below.

Our helpline First Assist is available 24hrs everyday by email and phone. They can offer guidance and advice as you go through the process of reporting or fixing your issue.
This may include assisting you in resolving the problem yourself or helping you reduce any further damage to the property.

Contact our helpline Assist here : 020 8389 1425 [email protected]

Tenants are responsible for some of the ongoing maintenance of the property. Upholding the maintenance you are responsible for can benefit both you and your home. You may be perceived as a great tenant or Luxury Hub and could be eligible to take a lead tenant role at your house share in the future. Luxury Hub offers a Lead Tenant Discount for proactively taking care of simple maintenance issues and other small tasks in the house share.

What do I do if First Assist doesn't answer the phone?

There is an answering machine service and they will call you back within 2 hrs. Leave a message on the answering machine or send an email when possible and the team will come back to you as soon as possible.

What happens if I tell the issue to the Property Manager or the Whats App group but don’t upload it to Fixflo?

All maintenance issues must be reported to the Fixflo system to inform our maintenance team. The Luxury Hub letting agent team is separate from the maintenance reporting team. If a maintenance problem is not logged on the maintenance reporting system, the correct team will not be notified and will not be able to solve the issue.

My issue is taking longer than 7 days to be sorted. Why?

The majority of the time, our team will resolve maintenance issues in less than 7 days. On the rare occasion it takes longer than this, it is likely because the issue requires parts replacement which can take longer than 7 days. It may take longer if a certain part is not in stock and needs to be ordered. If this is the case, we will communicate this to you.

Should I call the Property Manager regarding a safety issue?

If you are experiencing a property safety & security issue, call Luxury Hub immediately and our team will be able to assist you over the phone. For all serious emergencies, please call First Assist.

After I put a maintenance issue into the maintenance reporting system, how do I know it’s been acknowledged?

You will receive a confirmation email from us to confirm the issue has been received by our team. If there is any further information required or if you have expressed to be present when repairs are being fixed, you will be contacted.

The issue I’ve complained about hasn’t been fixed correctly. Should I make another Fixflo complaint?

Yes, all issues should be reported including those which follow a previous complaint. Make sure to write a correct description of the issue when logging it to the platform, and include pictures if possible for a better description. Lack of details and unclear information are usually responsible for the issue being incorrectly fixed.

I’m not available to welcome the maintenance crew at the set time. Is it safe to allow them inside my room without my presence ?

At Luxury Hub, we only use certified, recognised and reference checked workers who are insured and known to us. You can be assured it is safe for them to enter your room to fix a maintenance issue. We always aim to give as much notice as possible for repairs and maintenance work, so you can ensure you are present if you prefer.

Lead Tenant

Why do you need lead tenants?

In a house share property, we always try to create a community within, and we look for a responsible tenant to support the community and help keep everyone happy. The lead tenant manages any issues in the house and is the responsible point of contact for all communication and a few minor tasks. At Luxury Hub, we want everyone to enjoy our rooms for rent, and having a lead tenants helps the whole process run smoothly.

How can I earn up to £100.00 a month?

At Luxury Hub, we offer our tenants the opportunity to earn money from several tasks, including:

  1. Carrying out Lead Tenant tasks
  2. New Tenant viewing success fees
  3. Tenant referral fees for referring new tenants for rooms to rent
  4. Cleaning

 

Can you tell me the details involved in each of these tasks?

In order to be eligible to earn £100 a month from Luxury Hub for these tasks, you will need to ensure they are completed properly. Please see an overview of each below.

Carrying out Lead Tenant tasks:

  1. Being the point of communication with Luxury Hub and other tenants in the house share.
  2. Being in charge of the cleaning rota and agreeing together with tenants the cleaning schedules.
  3. Monitor the cleaning rota and ensure all tenants are completing tasks to a good standard.
  4. Ensuring that the bins are put in and out as required.
  5. Making sure the junk mail is removed and any landlord mail is put aside.
  6. Being the point of communication for any maintenance issues in the house share and to pass the information to Luxury Hub to fix using the Phone App for reporting.

New tenant viewing success fees

All Luxury Hub tenants have the opportunity to earn extra money for every new tenant that moves in. You can earn these fees by conducting any viewings with new tenants by facetime, video call or in-person on Luxury Hub’s behalf. This includes showing them the rooms to rent and communal areas. If the tenant then moves in, you will receive the new tenant viewing success fee.

Tenant referral fees

If you refer any potential new tenants for rooms to rent, and they then move into any Luxury Hub property you can earn money for the “referral” when they move in. This is the case for all Luxury Hub rooms to rent and not just your house share. You must refer using the link on this page and message us their name and number, as well as providing your own information

Cleaning

Luxury Hub tenants can earn extra money by cleaning communal areas, outside areas, and bathrooms in a house share. This is an optional extra for all tenants.

How and when will I get paid?

Luxury Hub will pay these fees into your bank account on the 15th of every month. Please note, this will be being checked by a member of the Luxury Hub team, providing the jobs have been completed successfully, the arrangement will continue.