Tenants' Guide
This guide provides clear, practical information to help our London tenants feel supported and informed throughout their residency. The first step up to a secure and happy home.
Tenancy Agreements
- Written contracts provided for all residents
- 15-day draft review period before signing
- Provision of mandatory 'key terms of tenancy'
Rent and Deposits
- Deposits held in a government-backed protection scheme
- Clear timelines for rent payments and review notices
- Capped holding deposits as per the Tenant Fees Act
Repairs and Safety
- Repairs are handled promptly
- Annual gas safety checks by registered engineers
- Working smoke and carbon monoxide alarms on every floor
Health and Safety Standards
- Properties are kept free from major damp and mould
- Regular electrical system checks every five years
- Energy Performance Certificates (EPC) provided for all homes
Fair Treatment
- Protection from unfair eviction and harassment
- Transparent process for raising maintenance concerns
- Equal treatment regardless of background or status
How to Get Help
- Emergency maintenance contact line
- Dedicated property manager for routine enquiries
- Clear, documented complaint resolution procedure
Rent & Deposits
Asset Care Experts manage your rent and deposits building on legal standards and open communication to ensure total fairness for you. All deposits are legally fixed at a five-week rent maximum. Every payment is safeguarded within a government-approved protection scheme. We provide formal written verification of your deposit registration.
Repairs & Safety Obligations
We make sure your home is safe, well‑maintained and compliant with legal standards. Our team handles repairs promptly so you can live comfortably and with peace of mind.
 Repairs & Maintenance
- We facilitate roof, walls and foundation repairs
- We resolve serious leaks, damp and structural issues
- We prioritise anything that affects your safety or ability to live in the property
Utilities & Systems
- We maintain key systems like heating, hot water and electrics
- We arrange regular safety checks where required by law
- We repair faults as quickly as possible once reported
Emergency Response
- We treat major leaks, power failures and security issues as emergencies
- We provide clear guidance on who to contact and when
- We aim to respond quickly and keep you updated on next steps
Health & Safety Standards
Your wellbeing is our priority. We maintain every London residence to the highest safety and compliance standards, ensuring your home is a secure sanctuary.
Gas Safety
Electrical Safety
Fire Safety
- Annual gas safety checks by registered engineers
- Gas Safety Records (GSR) provided to all tenants
- Regular maintenance of gas appliances and boilers
- EICR inspections carried out every five years
- Portable Appliance Testing (PAT) for provided electronics
- Prompt remediation of any identified electrical risks
- Mains-wired smoke and heat alarms on every floor
- Regular testing of carbon monoxide detectors
- Strict adherence to latest UK fire safety regulations
Fair Treatment & Concerns
We value every tenant and resolve issues with respect. Our goal is to ensure you feel heard and treated fairly throughout your time with us.
Feedback Process
Dispute Resolution
Tenant Protections
- A formal grievance path to ensure your feedback reaches the right people quickly.
- Independent dispute resolution options if we cannot reach an agreement together.
- A strict no-retaliation policy so you can raise concerns with total peace of mind.