For our current renters, we understand questions and / or concerns may pop up from time to time. We’ve listed answers to the most frequently asked questions we receive below. For anyone not yet renting with us, we’ve included a short section at the bottom of these FAQs just for you, too.
For when you can’t find your specific question listed, our managing agents are always on hand and happy to help. Most of our properties are managed by Touchstone (these FAQ's only apply to these properties) but, if you’re living at Park Hill in Sheffield, please contact Urban Splash. Both teams will get back to you as soon as possible.
It’s important for both you and us to know whether you’re likely to have any difficulty paying rent. We work this out based on your combined household income: if it’s at least 2.5 times the annual rent, we judge that you’ll be fine — but this is just a guide. It’s important you check your own finances to see what you think you’ll be able to afford, with all your other financial commitments in mind.
If your combined household income is less than that amount, we may still consider your application. However, in this case, we would ask fora guarantor to countersign your tenancy. The guarantor’s income would need to be at least 4 times the annual rent.
On passing referencing we will ask for the equivalent of five weeks rent as a security deposit. We always make sure your deposit is protected by a government-approved deposit protection scheme, too. Your contract will be issued to you for signing and once all parties have signed we will send you a request for initial period The initial payment will just be for the month you are moving in.
We also don’t ask for holding deposits.
Before you can move in, you’ll need to pay the security deposit.
After this, rental payments are due by standing order on the 1st of each month.
All the other usual living costs, including: council tax, utilities, a television licence, and phone / internet services.
The building is insured by us, but not the contents. If you’d like to take out contents insurance, this would be at your own cost.
If you think you might have some difficulty making your next payment, we’ll work with you to keep your tenancy going. If any owed payments start to build up, we’ll agree on a timeframe that works for everyone to get them paid.
While a assured periodic tenancy is a legal contract, we recognise there are sometimes circumstances beyond your control that mean that it might become impossible for you to continue in your tenancy.
Whatever the circumstances, we encourage you to speak to us — ignoring the problem won’t help and could lead to legal action. Get in touch and we’ll work with you to either maintain the tenancy or seek a solution that is fair.
Your rent will be reviewed on the anniversary of the start of your tenancy. Where rental costs for similar properties in the local market have increased, an increase in your rent may occur.
Our managing agents will write to you at least 8 weeks in advance of the anniversary date, advising what the new rent will be. If you pay your rent by standing order, you will need to amend the standing order to reflect the increased rent.
In England, our standard tenancy is an Assured Periodic Tenancy, in line with the Renters Rights Act. This form of tenancy is open-ended. The rent is set at the market rate and is reviewed every year. You will be able to end the tenancy at any point by giving at least 2 months notice and any notice given must end at the end of a rent period.
In Scotland, our standard tenancy is a Private Residential Tenancy, in line with the Scottish Government’s Model Tenancy Agreement. This form of tenancy is open-ended. The rent is set at the market rate and is reviewed every year. You can leave at any time by serving 28 days’ notice.
Most of our properties are unfurnished.
We know pets are part of the family for many of our renters, and we do our best to provide homes that are suitable.
Renters can keep small caged animals (such as hamsters), small birds, and fish without asking for permission.
For other pets, including cats and dogs, you must seek prior written consent.Renters who would like to obtain an additional pet after already having moved into the property must first apply for permission in writing. In most cases, pets are welcome on the condition that they are cleaned-up after by responsible owners, and don’t prove to be a nuisance or cause distress to any other residents in the area. This includes excessive noise. Dogs should be kept on a lead in any public places, communal areas, and walkways.
If your pet is reported to have caused distress to your neighbours or local community, you may not be able to keep it at the home you rent.
We may ask for proof that you are a responsible owner and that the pet is suitable for the home you’re renting.
Generally speaking, we allow dogs and cats in our homes. In flats, more consideration needs to be given to the size of the animal, size of flat and outdoor space. In some flatted schemes, where we don’t own the freehold, we will also need to be aware of, and comply with, any rules laid down by the freeholder / managing agent.
We welcome pets and will not unreasonably refuse requests.
If your property has its own garden, you are responsible for maintaining it to a high standard.
This includes, but is not restricted to, cutting the grass, weeding, maintaining hedges, shrubs, and planting, and keeping paths and patios clean and clear. If you don’t look after the garden, we will hire a professional gardener and you’re likely to be charged for any costs.
Picture Living are responsible for the maintenance of any communal landscaped areas around our apartment buildings.
We want our renters to feel at home and you will be able to paint the property to your taste, if you decide that’s what you’d like to do.
However, if you want to redecorate, you must get this agreed before you start. The decoration should be completed to a good standard, using quality materials.
The decoration must be neutral and inoffensive, or you will be required to repaint in a neutral colour prior to vacating.The decoration must not interfere with or alter any fixtures or fittings in the property and appropriate measures should be taken to protect the rest of the property while you are decorating.
Unfortunately, we don’t allow wallpaper or alterations to the building, which includes mounting shelves directly on the walls, nor items such as televisions or speakers.
You are allowed to hang pictures on the walls. However, it is your responsibility to cover any holes from picture hooks when you move out of the property. If you don’t do this, then we will deduct any costs from your deposit.
You can make changes to and plant in your garden, if you follow these conditions:
If you want to install any sort of structure, you will need to get our consent.
Satellite dishes cannot be installed on any buildings that have a communal sky dish or have cable television wired into the property.Where there is no communal provision for satellite or cable television, we will generally give permission for these to be installed and will provide a letter giving permission, if the following conditions are met:
All equipment must be removed at the end of the tenancy and all installation and decoration completed.
No. You are responsible for normal household maintenance.
If you live in one of our houses, that includes replacing light bulbs, cleaning windows, keeping all guttering and drains clear from leaves and blockages, and any other tasks that are considered normal household management. If there is a garden, you must keep it in good, seasonal order.
Generally, other problems would be our responsibility — for example: a faulty appliance, problems with your heating or hot water system, and so on. However, if the issue is not the result of wear and tear but the result of damage that renters or their visitors have caused, we reserve the right to charge you for the cost of any works.
If you have a maintenance issue, please contact us and we’ll do our best to resolve the problem as soon as we can. Maintenance issues can conveniently be reported through our Customer App, by telephone, or by email.
You should have been provided with the name and contact details of your maintenance operative on move-in. They are there to help. If you can’t find those details, please contact us using the details at the bottom of our website pages an we’ll point you in the right direction.
If you’re calling out-of-hours, your call will be taken by our out-of-hours call handlers. Unless your issue is an emergency, they will simply take all the details and refer them to our managing agents the next working morning. Your maintenance operative will then be in touch to progress matters with you.
Our target response times for dealing with reported maintenance issues are set out below:
There is a real risk of injury or major damage to the property, or the property is not secure. Target Response Time: 24 hours.
Repairs need to be done asap, as the issue is causing major inconvenience to the customer, or to prevent immediate damage to the property, or because it might lead to a health or security problem. Includes all repairs to / replacement of appliances. Target Response Time: 7 days.
Non-urgent repairs that do not cause immediate inconvenience and are not dangerous to members of the household or the public. Target Response Time: 14 days, unless to be included in a wider programme of work.
Yes. Someone from our team will call you to arrange a suitable time during normal working hours.
All our contractors are required to send customers confirmation of their appointments via email or by text message. In the unfortunate event that the contractor is not able to arrive at the property at the appointed time, you should be advised of any failed or delayed appointments at least 1 hour before the appointment time, by telephone or text.
You will be invited to provide feedback on the completed works, via our Customer App, so that we know everything has been finished to your satisfaction.
Please contact them or your maintenance operative giving as much notice as possible, so that the appointment can be re-arranged. If our contractor arrives at the property but there is no one there to let them in, we reserve the right to charge a missed appointment fee.
No. It’s important that we know about any issues with the property and that our accredited contractors carry out any repairs. Please send all maintenance requests to us.
We have contracts in place to ensure all our blocks of flats are clean, safe, and secure — and that any external common areas are well-tended. However, it’s great to have extra eyes and ears on the ground to alert us to any issues. Please contact your maintenance operative, if you spot something you think we ought to know about, and we’ll get onto it.
Please contact the emergency services, if required, following the guidance set out below. Then, call your maintenance operative. If you can’t find their details in your tenancy agreement, please just use the central contact details shown at the bottom of our website. If the incident occurs outside of office hours and there is damage that requires urgent attention, you’ll be put through to our out-of-hours call handlers by calling the same number.
With a water or wastewater emergency, please isolate the water supply and call your maintenance operative.
If you smell gas or think you have a gas leak, please call the National Gas Service Emergency Line on 0800 111 999 to report a suspected gas leak, then contact your maintenance operative.
If you are worried that fumes containing carbon monoxide are escaping from a gas appliance, please contact your maintenance operative.
In the meantime:
Please call the police. They’ll give you a crime reference number. If you have taken out home contents insurance, your insurer will need this when you contact them. Then, call us. If damage has been caused to the property that requires urgent attention, please call our Emergency Helpline on 01772 667182.
Please refer to the Privacy Policy found on the Picture Living website.
As Picture Living provides rental accommodation services, there is no return policy. If you have any concerns about your booking or tenancy, please contact the team and they will be happy to assist.
Only those adults who are listed on the tenancy can live in the property. ‘Live’ is defined as staying longer than two weeks. All adults who wish to occupy the property must be listed on the tenancy agreement.
Friends and family are welcome to visit for up to two weeks. If they’re going to be staying longer than that, please contact your customer advisor so we can discuss the situation.
Once your children become adults, if they remain at the property, they will need to be added to the tenancy agreement. Please contact your customer advisor so they can sort this out for you.
That’s fine but if you need to leave the property for more than 28 days, it’s important that you notify us in writing.
We do not permit sub-letting.
You will need to arrange your own home contents insurance. We only insure the building.
Once you’ve passed referencing (see Referencing & right to rent checks), our managing agent will confirm the property is ready to live in and agree a move-in date with you.
They will calculate your security deposit and send all the tenancy documents through to you for signature. They will then calculate what you will need to pay prior to moving in.
When you arrive at your new home, you’ll need to complete the inventory report we send you and return it within seven days. If you don’t, we’ll assume you’re happy with the condition of the property and that it’s fairly represented in the report.
Your tenancy agreement is a legal contract. You can move out by giving the required notice.
We recognise there are sometimes circumstances beyond your control that mean that it might become impossible for you to continue in your tenancy. Get in touch and we’ll work with you to either maintain the tenancy or seek a fair solution.
If you wish to vacate the property you just need to give us at least two full month’s notice in writing.
During this time, we may need to access your home, so that possible new renters can view the property. We’ll give you at least 24 hours’ notice.
Once we’ve received your notice letter, we’ll get in touch with you to confirm your move-out date, arrange for our inventory clerk to meet you at the property for the check-out, verify the condition of the property, and read the meters (see Inventories).
At this meeting, you’ll also need to return all sets of keys — If keys are not returned promptly, we may seek to recover the reasonable cost of replacement where a loss is incurred. So, it’s important that you’re ready to leave the property that day, and that all of your personal items and furniture have been removed.
We return your deposit within the timescales used by the deposit protection scheme, after any agreed deductions have been made to reflect any damage to the property or owed rent (see Deposits).
The smoke alarms in your property will have been checked before you move in, but we advise testing them once a week to check everything’s still working. If it doesn’t, please contact your maintenance operative as soon as possible.
Smoking is not permitted inside any of our properties at any time.
Please read the fire evacuation procedure, displayed in the entrance lobby.
If you share a common entrance to your property with other residents, please keep this area clean and tidy, as well as any other shared areas at the property. That means no rubbish bags outside doors, no unwanted mail left lying around, and no other obstructions such as bicycles, pushchairs, furniture, and so on. In an emergency, this could be your escape route. If you experience problems of this sort at your block of flats, please let us know.
Fire doors are there for a reason. Yes, we know they can be irritating, but please do not leave them wedged open — this will allow any fires to spread much faster. Again, if you see this happening at your block of flats, please let us know.
Please ensure rubbish / recycling is left in the designated areas only.
It’s your responsibility as the occupant of the home to arrange for the transfer of utility and council tax accounts into your name. We recommended you contact the utility provider and local council tax authority at least 3 days before moving into your new home to allow yourself sufficient time to set your accounts up, take meter readings, and for any disconnected services to be reconnected.
If you need to find out who supplies gas to your new home, or your Meter Point Reference Number, contact the meter number helpline: 0870 608 1524.
The electricity to your new home will be supplied by (or will be in the process of transferring to) Scottish Power on their renewable energy tariff. Scottish Power match 100% of your electricity consumption to renewable energy certificates sourced directly from the Scottish Power Group’s own renewable generation, meaning the annual CO2 emissions under your tariff will be zero. For any questions, contact Scottish Power here.
To find out which company supplies your home, just enter your postcode here.
Yes. If you’re not happy with the price or service provision you may change provider, noting the following key points.
If a switch can’t progress, you should speak to both the new and existing supplier to find out about any next steps.
All our properties have a variety of telephone and broadband connection options. Renters are free to contract with any of these suppliers.
We’re also currently working with a range of suppliers to expand the fibre network availability to our blocks.
Please keep yourself and your fellow tenants safe, and protect your possessions, by doing the following:
Each tenant will normally have been given a set of keys when moving in. If you lose your keys, you’re responsible for the cost of replacement. In the first instance, please contact your managing agent as they may have a spare set from which new keys can be cut.
If a lock change is required as a result of you losing a key, you’ll also be charged the cost of the lock change. If you live in a flat in a block that has a common entrance door key, you may also be charged the cost of providing all tenants in the block with new keys.
You must return a full set of keys to the property at the end of the tenancy. You’ll be charged for the cost of any duplicate keys or lock changes required if you don’t do this.
This is a sum of money paid by you as renter to us as landlord, held for the full duration of the time you’re living in your new home. It’s held to offset any losses we may suffer by any breached obligations in your tenancy agreement, either during or at the end of your time there.
During your tenancy, your security deposit will be registered with a government-approved deposit protection scheme. You should receive a copy of your Deposit Protection Certificate shortly after moving in. If you haven’t received this, please contact your dedicated property manager as soon as possible.
We’re not allowed to touch your deposit, or make any deductions against it, without your agreement.
We’ll review the end-of-tenancy inventory report (see Inventories) to check no damage has been caused to the property beyond ‘fair wear and tear’. We’ll also check that your rent is up-to-date and there are no owed payments.
Assuming there are no issues, your deposit will be returned in-full within the timescales set out by the relevant deposit protection scheme.
If the inventory report identifies damage, or there is rent owed, we’ll contact you to seek your agreement to deduct an appropriate sum from your deposit, before returning any remaining funds to you.
If we can’t reach an agreement, our managing agents will advise you of the arbitration processes available under the relevant government approved deposit protection scheme.
Referencing is our way of finding out about you as a possible renter. We’re trying to assess whether you can afford the rent, are likely to pay on time, treat the property with respect, and not be a nuisance to neighbours or the surrounding community.
Our managing agents will ask you to complete an application form. We’ll also need photographic ID (passport or driving licence) and proof of address (utility bills and / or bank statements) covering the last three years, plus your bank details, to complete the referencing checks.
We’ll check you can afford the rent (see Affordability and payments) then pass your application to a specialist referencing company. They complete a full credit check and obtain a previous / current landlord’s reference and employment reference.
Our managing agent will either be in touch to say your application has unfortunately been declined, It may be possible for you to provide a UK-based guarantor. The guarantor will need to be referenced and pass referencing before proceeding with the agreed move in.
All landlords are required by law to collect the approved forms of ID as prescribed by the Immigration Act 2014, in respect of all persons over 18 years old who will be residing at the property under an approved application. These checks are undertaken to confirm your immigration status and to ensure you have the right to rent in the UK.
Our appointed letting agent will talk you through what documents are required.
The inventory is an in-depth report on the property and any contents in it. Inventories are created for all types of rental property, from furnished and part-furnished through to unfurnished accommodation, and they list the furniture, fixtures, and fittings in every room, alongside a description of their condition.
The inventory is important because it’s an account of what everything looked like when you moved in.
We’ll send you the inventory report and ask you to carefully check through it during your first few days in the property. We hope our inventory clerks will have done a great job and the report will be a complete and accurate record of the condition of the property at the time you moved in. But, if you think they’ve missed something, it’s important you let us know.
When you decide to move out, another inventory is written. This end-of-tenancy report tends to be a lot more straightforward than the first one, as it’s just an update on the one that was written when you first moved in.
The first inventory is compared with the new end-of-tenancy inventory to see if there is any cause for us to make deductions. During this check, our inventory clerk will need to decide what they consider to be ‘fair wear and tear’ and damage.
We recognise that you won’t be able to leave the property exactly as you found it. Carpets get worn and tiny scuffs and scrapes are to be expected. You won’t be charged for anything that can be put down to everyday use. But if some damage is flagged in the checkout report that is beyond that, we’ll look to recover those costs as a charge against your deposit (see Deposits).
We want you to feel at ease in your home and will keep out of your way as much as we can.
But there may be occasions when we need to gain access, for example to check that our contractors have done a good job when carrying out a repair.
We’ll let you know if we do need to get in and give you plenty of notice.
Most of our properties come with car parking and some with garages. If you’re unsure whether you have an allocated space at your new home, please check your tenancy agreement or get in touch with your customer advisor.Most of our flats provide cycle storage, though this varies from property to property. If you’re unsure where this is, please contact your customer adviser. Cycles should not be stored in communal corridors.
Facilities and collection dates vary between local authorities, so we’re not able to answer that for you here. For further information, get in touch with your local authority’s refuse department or your customer advisor, and they should be able to help you.
