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, this amount is equal to 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 15 days whilst the referencing and contracting process is being carried out.

Please note; should you change your mind, or if you do not engage with our referencing provider; Canopy or your returned references are unsatisfactory, for example due to poor or undisclosed credit history or negative references from previous landlords then Apo reserves the right to retain your full holding deposit.

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

Our partner; Canopy 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 this will be flagged by our referencing provider – we treat each application individually and can discuss your specific circumstances on application.

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 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

What is included in my rent?

Your standard rental payment includes rent, standard WiFi and most events.

Some events are chargeable and details will always be given if an event is chargeable.

Standard WiFi is included, upgraded/premium packages are available – after move-in you will have the opportunity to purchase these direct from the WiFi provider at your location.

With the exception of WiFi no other utilities are included in your rent.

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 our Kew Bridge homes 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. Please note that council tax is not included in your rent.

Kew Bridge: London Borough of Hounslow
Liverpool: Liverpool City Council
Hayes: Hillingdon Council
Manchester: Manchester City Council
Birmingham: Birmingham City Council

What is the typical lease term?

We would love for you to stay with for as long as you wish, in line with the Renters’ Rights Act, upon successful completion of an application to rent your contract will be a monthly rolling agreement with a two-month notice.

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 across our locations.

Pets stay for free; you will need to complete a pet application form before they can join you in your home. Please speak to our leasing or host team for further information.

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 log maintenance issues via your resident platform.

Angel Gardens residents
Access everything via the Angel Gardens app using the download links provided.
Download Angel Gardens App for iOS
Download Angel Gardens App for Android

All other Apo residents
Login via resident login at the top of the page or scan the QR code below to access the Apo resident portal.

Resident Portal QR Code

Not sure how things work in the apartment?

You’ll find appliance manuals and how-to guides in the property section of your resident platform, helping you get to know your home.

Angel Gardens residents
Access everything via the Angel Gardens app using the download links provided.
Download Angel Gardens App for iOS
Download Angel Gardens App for Android

All other Apo residents
Login via resident login at the top of the page or scan the QR code below to access the Apo resident portal.

Resident Portal QR Code

How do I pay my rent?

Your rent is paid monthly by standing order, direct debit or via bank transfer. You can see further details of your rent payments in your contract or speak with your local leasing or host team for further information.

If you get into financial difficulty during your stay with us, we encourage you to speak to us at the earliest opportunity.

When does my rent increase?

When you sign your contract, your rent will be fixed for an initial period of 12 months – you are not required to stay for 12 months and can give two-months’ notice to end your agreement.

As the 12 month anniversary of your contract approaches, our leasing team will reach out to you to discuss increasing your rent. We will only ever increase your rent by a fair amount, and you will be given the relevant legal notice to increase your rent.

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.

I am not happy with the service I am receiving; how do I make a complaint?

We really hope you will never need to complain as we pride ourselves on delivering a high-quality service.

If you do need to discuss something with us then we encourage you to speak to your local team in the first instance, if you are not happy with the response/solution provided then you can follow our complaints procedure https://a-part-of.com/complaints-procedure

Moving out

What is the notice period for terminating the contract?

Once you have moved in you can give two-months’ notice to end your agreement with us. Please note this notice must be given in writing (details will be available in your contract) and the ned date must coincide with the tenancy start date.

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.

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.

Are there storage units available?

Not all our locations have storage units available, however, those that do typically operate a wait-list for these.

Please speak to your local leasing or host team for further details.

Storage usually costs £100-£150 per month and one-month’s notice is required to end this service.

Please note you are not permitted top store anything illegal, dangerous or flammable in a storage unit.

Frequently asked questions