Frequently asked questions

Viewing and referencing

How do I book a viewing?

Viewings should be booked with the Resident Services Team 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 but if busy we may have to ask you to come back.

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 one weeks rent. 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 one month’s rent. The deposit will be held by MyDeposits or The TDS, not Apo, protected under a government approved scheme.
At the end of the tenancy there is a set process for agreeing any deductions and, once concluded, the deposit scheme will return the agreed amounts plus any interest if relevant.
Deposit replacement: This option means you don't need to pay a deposit upfront, but instead purchase a policy equal to 1 week's rent (+VAT) from the provider. Your policy fee is non refundable and you will still be liable for arrear's and 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?

If you paid a traditional security deposit you will be refunded within the schemes agreed guidelines 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 to review and add any comments.

Do I need to set up my utility services?

You will need to advise utility services of your move in & out. We work with Homebox to assist with your move. At Kew & Barking schemes you are required to sign up for the energy provider and pay a standing charge in addition to usage costs.

Do I need to pay Council Tax?

Yes, you will need to create an account with the relevant council office on their website.

Barking Wharf: Barking & Dagenham
Kew Bridge: London Borough of Hounslow
Liverpool: Liverpool City Council
Hayes: Hillingdon Council
Birmingham: Birmingham 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 named on the tenancy will get a set of keys or fobs and released on the first day of tenancy with a signed contract and paid initial monies..

Do you allow pets?

Furry friends are welcome but only in some of our locations.

We love pets at Apo, but finding the right fit for you and your furry friend is important. While some of our locations boast ample green space perfect for tail waggers, pet policies do vary by building.

Currently, Apo Barking Wharf and Apo Kew Bridge welcome well-behaved pets. These locations offer green spaces nearby, making them ideal for pet owners.

Thinking about bringing your four-legged friend to Apo?

Check the specific pet policy for your chosen location. This will outline breed restrictions, size limitations, and any other relevant criteria.
Contact our leasing team to discuss your pet and ensure they'd be a happy addition to the Apo community.

Not all Apo locations are currently pet-friendly but stay tuned. We're constantly evaluating our offer and may expand our pet-welcoming options in the future.

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 and they may not move into the property or request additional keys from the Resident Host team.

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 and attend for servicing & maintenance works. Rest assured; we will always contact you beforehand and give 24 hours notice of access.

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 at the start of your tenancy and closely follow the Tenant fee Act guidelines. You will need to pay a holding deposit to secure your new home. Depending on the location of one weeks rent. Once the referencing is completed the holding deposit is used in part payment on your first month’s rent.

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?

We will arrange a pre move-out inspection 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 inspection prior to the check out inventory visit, 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 council tax, electric, Heat and Water providers that you need to close your account. Any meter reads will be on your check out Inventory.

Assistance

Is there 24/7 assistance for residents?

Your Resident Host team are on hand from 08:00 till 20:00 Monday to Friday and 09:00 till 18:00 Saturday. For all other times please call the main number for your location and your call will be directed to our out of hours maintenance service that covers emergency call outs.

Who can I call out of hours if I need to?

If you have an emergency out of hours, please use your usual resident number for assistance.

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 and our sites operate an ANPR monitoring service where cars will be issued with tickets if not a car park permit holder.

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

Our parcel lockers are located in the reception or lobby areas where residents have access 24/7. It is the delivery drivers from the respective courier companies, engaged by residents, responsibility to use these lockers. We ask that our residents ensure on any orders they give clear instruction to the drivers to use the provided boxes or deliver direct to your apartment. We can not hold large parcels or accept fresh food deliveries.