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.


The tenancy agreement can be view upon request. We do highly recommend reviewing the tenancy agreement before proceeding with the booking. This is a non-refundable holding deposit. If applicants provide false or misleading information, fail a right to rent check, withdraw from a property, and/or fail to take all reasonable steps to enter into a tenancy agreement within the deadline for agreement, the booking will be cancelled, and the holding deposit will not be refunded. The deadline of the agreement is 15 calendar days from the date of this holding deposit or 48 hours in business days before the move-in date, whichever is earlier. If AW or the Landlord declines the offer, the holding deposit will be refunded to the applicant's bank account.


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.


The holding deposit is generally not-refunable

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 is continued after 14 days from sending the first warning, AW will proceed with a "final warning". This means that AW may have to consider ending the tenancy by serving a notice and gaining a possession order against the tenants (Section 21 and Section 8 might apply). Any cost of reletting the property and any other fees and breaches mentioned in this agreement will be enforced against the tenant.


Your deposit, typically up to five weeks' rent, is securely safeguarded by the government-approved scheme 'My Deposits'. At Apartmentwharf, we do not hold any tenant deposits. Should any disputes arise between tenants and landlords, they are impartially adjudicated by My Deposits. Apartmentwharf does not interfere in these matters, ensuring that all resolutions are exclusively managed by My Deposits.


Upon request, we can provide extra services (i.e. late check-out, parking, extra linens, extra towels, extra guests, etc.) subject to availability and policy. Extra services are subject to an additional cost.


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.


Website descriptions of the property are subjective and are used in good faith as an opinion and not as a statement of fact. Please make further specific enquires to ensure that our descriptions are likely to match any expectations you may have of the property. If any changes, please request them in writing and attach them to this document. To avoid any misunderstanding, we will not accept any verbal agreement. Any information and/or request on the property and its household prior to the beginning of the tenancy need to be confirmed in writing by info@apartmentwharf.com. No agreement with the letting negotiators will be accepted. At the move-in, keys can be collected 3pm to 6pm, Monday to Friday. Key collections outside our business hours are subject to availability and a fee may apply. In the event of unavailability for key collection outside our business hours, ApartmentWharf will not be held liable and no compensation or refund on rent will be applicable. By signing this form, I/we agree to a short-term tenancy agreement as a holiday guest, shall my/our tenancy be shorter than or exactly three months long.


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.


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.


All licensed real estate agents are required to have a written in-house complaints and dispute resolution procedure. That procedure is set out below.

Our complaints and resolution procedure are not mandatory. A complaint can be made directly to the Real Estate Agents Authority at any time. The Real Estate Agents Authority can be joint to our complaint procedures.

In-house Complaints and Dispute Resolution Procedures

Our complaints and dispute resolution procedures are designed to provide a simple and personalised process for resolving any complaint about the service received from our agency.

STEP 1: ApartmentWharf need to be informed about the complaints and concerns. Action purposes need to be proposed to ApartmentWharf. Complaint must be reported in writing so that they can be properly investigated. ApartmentWharf will need a brief period of time to investigate it with the team members involved. It may take up to 15 working days to get a response. We will provide a written proposal to resolve the complaint.

STEP 3: If our proposal is not accepted, this needs to be advised in writing within five working days. Another way of resolving the complaint can be suggested.

STEP 4: If we accept the preferred resolution, we will attempt to implement that resolution as soon as possible. If we decline the preferred resolution, we may invite the client to mediate the dispute.

STEP 5: If we agree to mediate the complaint but do not settle the complaint at mediation, or we do not agree to mediate the dispute, then that will be the end of our process.

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