What should I do if my apartment is not ready when I arrive?

If your apartment is not ready when you arrive, tell the on-site team immediately. We will investigate what is preventing check-in & explain the available next steps.

There is a difference between a minor item needing attention & a problem that means the home cannot safely be occupied. We will treat health, safety & essential services as a priority.

What we will do

• Check the reason for the delay or problem.
• Confirm which works or checks remain outstanding.
• Give you a realistic update on when the apartment can be occupied.
• Discuss appropriate arrangements if you cannot move in as agreed.
• Confirm any adjustment or remedy in writing, taking account of the tenancy & the law.

Do not move into an apartment that has been declared unsafe or begin using equipment that has not been approved for use.

If you have already paid rent or incurred costs because the property is unavailable, raise those details with us promptly. Your statutory rights & any remedies under your agreement still apply.