Some of the most common questions can be found below - just click on the question you are interested in to view the answer.
If you can not find an answer to your question in this list then please contact us using the relevant contact number in the column on the right. Residential Land are a responsible landlord, and we aim to respond to all enquiries within the first 24 hours.
Q. What should I do if I smell gas?
A. You should call Transco straight away on 0800 111 999. Transco have a pledge to get an emergency engineer to your property within two hours to test the supply. While waiting for the engineer to attend you should not smoke or use any other naked flame, also try to avoid switching on any light switches. Preferably keep windows open. Please also contact your building manager or head office management team to keep them updated on the situation.
Q. What should I do if the power goes out inside my property?
A. In the first instance please take a look out of the window and see if any other properties in the area have been affected, this should tell you if there is a power cut or not. If there is a power cut then you will need to wait until service is reinstated by the local electricity board. If other properties are not having problems it is likely that a fuse or bulb has blown inside your property. If you know where your fuse board is and can see that one of the switches is off and feel confident to do so please switch it back on. If, for any reason you dont feel comfortable doing this please do not try to and contact either your building manager or head office maintenance team to help you or send someone out to be of assitance.
Q. What do I do if I have a car but no allocated parking space?
A. You will need to take your tenancy agreement along with registration details for your vehicle to the local council office and apply for a residents parking permit. There is usually a small charge for this.
Q. If there is a leak in my property and damage is caused to my personal belongings who is responsible?
A. The landlord is responsible for their items and the tenant is responsible for their own belongings. We recommend that all tenants take out contents insurance to cover themselves for any damages.
Q. What should I do if I notice that a repair is required within the communal areas of the building where I live?
A. Please speak directly to your building manager or call the management team at head office on
020 7408 5155. We are always grateful to any tenants who point out potential problems with our properties as we try to ensure that we carry out pro-active maintenance.
Q. What should I do if I receive post in the name of someone not living in the flat?
A. We recommend that you simply write on the envelope 'No longer at this address', cross out the address on the front of the envelope and put it back in the post.
Q. What should I do if I receive post addressed to 'The Occupier'?
A. You should open this as it may relate to a service which you receive in your property and need to sign up to.
Q. What should I do if I receive post addressed to the Landlord?
A. If you have an onsite building manager please pass this post directly to them, otherwise, please cross out the address and write on our address: 59-60 Grosvenor Street, Mayfair, London, W1K 3HZ and put it back into the post.
Q. What should I do if one of my neighbours is making a lot of noise and it is after 11.00pm or before 8.00am?
A. Please report the problem in the first instance to the building manager or to head office who will speak to the tenants and try to ensure that noise levels are minimised.
Q. What do I do if there is a leak coming through my ceiling?
A. Please put a water receptacle under the leak and switch off the lights in the room. You should then go and knock on the door of the flat above and explain the problem which could be anything from having left the bath running to a washing machine pipe coming loose. One of you will then need to contact the building manager or head office maintenance team who will send someone to fix the problem.
Q. Who should I call outside office hours if I have a problem?
A. If you have a porter please speak directly with them and they should be able to help, if your property does not benefit from a porter please call our emergency number
020 3764 5589 and someone will help you.
Q. What should I do if I am unhappy about any aspect of the tenancy or management of my property?
A. Residential Land take complaints very seriously and would like to hear if you are unhappy with any aspect of the service that we provide. Please speak to either your building manager or contact Stuart Birke at head office on
020 7408 5155 who is our dedicated complaints handler.
Q. What should I do if I lose my keys or parking fobs?
A. Please contact your building manager or head office management team to arrange to get a further set of keys. The cost of replacing lost keys will usually be chargeable to the tenant.
Q. I have been told that by law my deposit should be protected, is this the case?
A. From the 6th April 2007 all landlords holding deposits for assured shorthold tenancy agreements had to, by law; register the deposits with a Tenancy Deposit Scheme. Residential Land is registered with Tenancy Deposit Solutions Limited (TDSL) which is an insurance based deposit scheme offering full cover to all deposits taken. Please feel free to visit www.mydeposits.co.uk to see full details of the scheme, there is a tenants section which should answer any questions that you may have.
Q. What should I do if I want to move out?
A. Please refer to your tenancy agreement to check the terms, if you would like to discuss this in further detail please contact either your building manager or the head office lettings team.
Q. Should my property have an Energy Performance Certificate?
A. From the 1st October 2008 it became law for any property on the market to rent to have an energy performance certificate (EPC). If you moved in before this date then this is not a requirement but all properties rented after this date will need one. If you would like to view your EPC please contact your building manager or head office management team.
Q. How long will my deposit take to come back to me after I leave the property?
A. We aim to give tenants their deposit back to them via either cheque or bank transfer within two weeks of moving out.
Q. I would like to continue living at the property after my tenancy ends, is this possible?
A. Your property manager should contact you at least two months before the end of your tenancy to discuss whether you would like to renew your tenancy or not. If you would like to discuss this before this point please do not hesitate to contact them.