Frequently asked questions

Viewing and referencing

How do I book a viewing?

Viewings should be booked with our membership managers who are available Monday to Friday between 09:00 - 18:00 and on Saturdays between 10:00 - 17:00 but by appointment only. Pre-booking is recommended however, we do try and accommodate walk-ins wherever possible.

How do I reserve an apartment?

Once you have chosen your apartment and are ready to reserve it, you will be asked to complete an online application form and pay a holding deposit of £250. The holding deposit is non-refundable, but it will be applied towards your first month’s rent payment. Once the holding deposit is paid, we will take your chosen apartment off the market for 7 days whilst the referencing process is being carried out.

What is the referencing process and how long does it take?

Our partner HomePpl will conduct the referencing process for us. This will involve you completing a few questions about your income, previous rental history, and supplying ID and any visas to confirm your right to rent in the UK. It usually takes up to 7 days to complete the referencing process, after which we can agree on a move-in date for your contract.

Can I apply for a property with bad credit?

You will need to successfully pass a credit score which includes checks on outstanding payments or county court judgements. If you have unsettled debt on your credit file, we’re unlikely to be able to offer you an apartment unless the rent is paid in advance.

Security deposits

Do I need to pay a security deposit?

You’ll need to provide us with some guarantees against payment and damages. We offer two options to make this easier for you:

A traditional deposit: This option involves paying a deposit equal to 1 month’s rent. The deposit will be held by MyDeposit. If your deposit is held for more than 182 days, you'll earn interest on it. At the end of your tenancy, you'll receive your deposit back, plus any interest earned.

Deposit replacement: This option means you don't need to pay a deposit upfront, but instead pay a one-off check-in fee equal to 1 week's rent (+VAT). You'll only pay for any damages you cause when you move out. This is provided by Flatfair No Deposit. We will check with you which is your preferred option and answer any questions prior to issuing the contract.

When will I get my security deposit back after I move out?

The security deposit will be refunded within 10 working days from the end date of the contract, subject to any deductions.

Moving in

How soon can I move in?

Once you pass the referencing (which is normally within 3-7 days), have signed the contract paid first month’s rent and deposit, you can move in straight away.

Do I have to pay for an inventory?

No. A full inventory inspection with photographs will be carried out by our host team and an inspection report will be sent to you within a few days of your arrival.

Do I need to set up my utility services?

For your convenience, all utility services have already been set up and you will just need to pay for the usage.

Do I need to pay Council Tax?

Yes, you will need to create an account with the relevant council office on their website. Barking: Barking & Dagenham
Kew Bridge: London Borough of Hounslow
Liverpool: Liverpool City Council

What is the typical lease term?

Typically, our initial leases run for between 6 and 18 months depending on your requirements. Prior to the end of your lease, we will contact you to discuss renewal options for a further period. We occasionally have homes available for short and mid-term stays which can be booked on our short stay site.

How many keys will I get?

Every resident gets a set of keys plus a spare. We will issue keys to all tenants on release of the signed contract.

Do you allow pets?

Yes, we welcome pets in our developments. Pet charges may apply.

Can I redecorate the flat when I move in?

Our apartments come fully furnished and professionally decorated, so there shouldn’t be any need to do so. Any alterations to the property will have to be reinstated to the original condition prior to the end of tenancy.

Living with Apo

Is it okay to have guests staying over?

You are welcome to have guests over at any time, it’s your home. Just remember that you are responsible for your guests' actions.

Will you ever need to access my apartment? 

To ensure your home's safety and upkeep, we need to conduct periodic inspections and safety checks. Rest assured; we will always contact you beforehand to schedule a time that works best for you.

How to report maintenance issues? 

You can raise an issue through the ‘Apo residents’ App or alternatively contact Your Hosts team. Download the App here:

Not sure how things work in the apartment?

All the manuals and instructions can be found under the property section of your ‘Apo residents’ App. Download the App here:

How do I pay my rent?

You rent is normally paid monthly by standing order or you can pay via credit card through the Apo Residents App. If we’re not able to confirm your income status during the referencing process, we may ask you to pay the rent in advance.

When does my rent increase?

When you sign your contract, the rent will be fixed for the initial period of the contract. Your rent is reviewed on renewal and kept in line with market prices. The price you pay will also vary according to the amount of time you want to continue living with us.

What fees do you charge?

We don’t charge any admin fees, but you will need to pay a holding deposit to secure your new home. Depending on the location this is either £200 or £250. Once the referencing is completed the holding deposit is used in part payment on your first month’s rent. We don’t charge admin fees to apply.

My financial situation has changed what do I do?

Talk to us. We will work with you to find a solution that works for everyone.

Moving out

What is the notice period for terminating the contract?

If the terms of your contract allow you to give notice, we will require 2 months’ written notice of your intention to vacate the property. Once notice is accepted, your apartment will be put back on the market and will be relet.

Am I responsible for end of tenancy cleaning?

Yes, you are responsible for cleaning the apartment at the end of your tenancy. We ask that you return the apartment in a similar condition to how you found it when you moved in.

Will you do a move-out inventory?

Yes, we will arrange a move-out inventory as soon as you serve notice. We understand that moving can be stressful, so we want to make the move-out process as smooth as possible. By doing a move-out inventory, we can help to avoid any disputes at the end of your tenancy.

When will I get my final bill for utilities?

At the end of your stay with us you will need to advise your Heat and Water providers that you need to close your account. We will inform our Heat and Water providers that you have vacated the property and let them know the final meter reading as per move-out inventory.

Parking & storage

Do you have parking spaces available?

We have limited parking across our locations and in most cases will operate a waiting list for new spaces. We will issue an extra page to your lease to secure the parking, the cost varies according to location but ranges from £150 to £250 per month. You can give one months' notice to end your parking allocation if you no longer need it. Unfortunately, given the limited number of spaces available we are not able to offer visitor spaces.

How do I access the 24/7 digital parcel lockers?

Our parcel lockers are located in the reception lobby where residents have access 24/7. Every resident receives a code that allows them to access the lockers at their convenience.