Tenants
We understand that moving can be stressful but we’re here to help you find your ideal home. We specialise in only top quality homes across South London and offer a personal service to help you find your perfect rental and ensure your tenancy is smooth.
If you’ve viewed a property and loved it, please find our application form here.
If you have a pet, please complete the form here.
Existing tenants
Thank you for choosing to rent through At Home with Hannah and we hope you enjoy your home.
Please find below important information surrounding general tenant care, protocol and responsibilities plus what to do if you have a problem.
With rising energy costs, here are some top tips on how renters can save money.
Property Management
PLEASE REPORT ALL ISSUES USING OUR ONLINE PORTAL HERE
Once you have reported your issue, we will respond directly through the portal so all maintenance is tracked and resolved as efficiently as possible, and in a timely fashion.
IN AN EMERGENCY
Please use the reporting portal and follow the out of hours and emergency procedure. We always aim to be as responsive as possible.
Emergency Maintenance
In an emergency, please use the reporting portal HERE and follow the out of hours and emergency procedure.
Outside of office hours, a contractor must only be called out in the case of a genuine emergency. If the problem is not deemed to be an emergency then you may be held liable for the call out charge any maintenance work.
In the event that you experience an emergency utilities supply problem outside of office hours, please contact National Grid or Thames Water who will be able to assist you.
National Grid – Gas Leaks 24-hour emergency line:
0800 111 999
National Grid – 24-hour electricity emergency line
0800 404 090
Thames Water – 24-hour leaks/burst pipes
0800 714 614
Leaks, Plumbing & Heating
Please report all maintenance issues and plumbing problems HERE
Emergency and out of hours:
The operative you speak to or the contractor who visits you will decide if you have a legitimate emergency and their decision will be final (please note that you may be charged for a call out if it is not an emergency). If their decision is that your call is not an emergency then you will be contacted the next working day for an appointment to be arranged.
It should be noted that the contractor is only required to make your property safe and therefore only the call-out charge would be applicable.
Should any additional works be required then this must be authorised by At Home with Hannah or the landlord.
Electrics
Please report all maintenance issues and electrical problems HERE
Emergency and out of hours:
The operative you speak to or the contractor who visits you will decide if you have a legitimate emergency and their decision will be final (please note that you may be charged for a call out if it is not an emergency). If their decision is that your call is not an emergency then you will be contacted the next working day for an appointment to be arranged.
It should be noted that the contractor is only required to make your property safe and therefore only the call-out charge would be applicable.
Please note that prior to an electrician attending, you should checked the fuse box to ensure that the switches have not simply tripped. If you have an electricity power cut or local cable emergency, you will also need to contact your local electricity network operator to ensure they have not turned it off in the street/building. Check if your neighbours are experiencing the same thing!
Should any additional works be required then this must be authorised by At Home with Hannah or the landlord.
Locksmiths
In the event that you have lost or forgotten your keys, please contact a local locksmith, we recommend:
07871 485673
107 Brixton Hill, London SW2 1AA
However, this will be at your own cost so please ensure you obtain a quotation beforehand.
The Renters’ Rights Act 2025 - what tenants need to know
What has changed? As of October 2025, The Renters’ Rights Bill became the Renters’ Rights Act and, as such, is now Law. The major changes were implemented 1st May 2026.
New open-ended tenancies Once in force, your tenancy agreement will change from an Assured Shorthold Tenancy to a Periodic open-ended tenancy that will continue monthly. You don’t need to do anything because when the legislation comes into force, your tenancy will switch over automatically. New tenants will get a written statement of terms before agreeing to a tenancy.
Ending a tenancy When in force, under a Periodic tenancy, you will be able to stay in your home until you decide to end the tenancy by giving two months’ notice. Tenants and landlords can agree on a shorter notice period or a specific date that the tenancy ends if they want to.
Download our tenant’s guide here
The Government Renter’s Rights Act Information sheet can be viewed here
Useful Information for Tenants
Broken windows or doors following a break-in
You MUST report any break-ins or attempted break-ins to the police in the first instance and obtain a crime reference number. Please be sure to make them aware of any damage so that they can have this noted on their records.
A contractor will attend to temporarily board up the window/door and make the property safe. They would then re-attend during working hours to replace any glass to the window/door as deemed necessary. Please note, if it is NOT deemed to be an emergency and an engineer has been called to attend out of normal working hours then the cost of the additional charge will be borne by yourself.
Utilities
Please ensure you register your details with the relevant provider for your gas, water, electricity and council tax (if these are not already included in your rent).
Royal Mail advises that if you receive mail that has your address on it, but with a different name, just strike through your address, write ‘not known at this address’ and re-post it (no stamp necessary).
Rubbish
Please contact your local council for further information surrounding rubbish and recycling collection to find out the collection days and frequency of collection of rubbish in your area.
Transport
For bus and train routes please refer to www.tfl.co.uk
Security
Please ensure that each time you leave your property you deadlock your door and that the main door for the building closes and locks behind you.
NB: Please remember to send us your new contact details should they change, particularly your phone number and email addresses.
TV Licence
You must have a TV licence to watch television and for streaming services.
Tenant’s responsibilities and tips on caring for your home
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Hair and soap scum are major culprits in clogging bath and shower drains. Use a drain screen to catch the debris and clean the screen regularly.
Don't pour grease or any other food waste down the drain. When you finish cooking, let the grease harden and scoop out as much as you can into the food waste bin. If you pour grease down the drain it will harden in your pipes. Also avoid throwing coffee grounds, toothpaste, paper, etc down the sinks.
Regularly clean your sink stoppers. Pop-up stoppers can accumulate build-up and should be cleaned regularly.
Pour a solution of boiling water with washing-up liquid down your drains once a week. Make this a regular part of your cleaning routine to clear the pipes of any scum and build-up.
If your drain gets clogged.
This can be easily solved by using a drain unblocker sold at any DIY store (ask advice first) and, if still clogged after 3 hours, try a plunger. Keep it at home for your usual preventive maintenance every 6 months.
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Mould, damp and condensation
Cooking: Cover pans and keep your kitchen hood extractor on or the window slightly open.
Washing clothes: Put washing outdoors to dry if you can or put it in the bathroom with the door closed and the window open or fan on. It is best to keep the fan switched to run continuously for clothes drying.
Ventilate as much as possible to remove the moisture
Increase ventilation in the kitchen and bathroom when in use and shut the door. Ensure that all trickle vents in the windows are open to increase air flow.Ventilate cupboards, wardrobes and blocked chimneys.
Wipe down the windows and sills every morning. Wring out the cloth rather than drying it on a radiator.
Use white vinegar for the most effective result!
Do not block permanent ventilators.
What is condensation?
There is always some moisture in the air, even if you cannot see it. If the air gets colder it cannot hold all the moisture and tiny drops of water appear. This is condensation. You may notice it when you see your breath on a cold day, or when the mirror mists over when you have a bath. Condensation channels and sponge strips can be bought at any DIY store and they are simply fitted to windows to collect the condensation. Ventilation is key! Read our fact sheet here
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Check the boiler is switched on first.
Check the thermostat is on adequate temperature and valves on radiators are open.
If you know where the reset button is, please try this once.
Make sure you haven’t lost your gas supply
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If you have no water, find out if it’s just you - ask your neighbours if they have water.
If all properties are without water, then check with the local water authority - they have probably shut down the mains in the street for emergency maintenance.
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Leaks into your property or from a property above
If you discover water, here’s what you should do:
Put a bucket under the leak and turn off all electrics in and around the area where the leak is.
Knock on your neighbour’s door to see if they are in and find out what they’ve recently used (bath, shower, washing machine, etc.) Try to shut off water to the faulty appliance, ie a stopcock you can turn off.
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We would also remind you of the essential precautions which you should be taking to protect your rental property during the winter months, particularly if you are intending to go away during the holiday period.
To prevent pipes from becoming frozen and subsequently bursting, resulting in costly damage to the property and to both the Landlord’s and your own possessions, please remember to leave the central heating on, either at a continuous low temperature or at the normal temperature on a timer programmed to come on twice a day to cover the coldest hours.
In addition, if you are going away at this or any other time of the year, please ensure that all doors and windows are locked, the security alarm (if applicable) is activated, and any newspaper or milk deliveries are cancelled.
We would also remind you that the terms of your Tenancy Agreement require you to advise us if the property is going to be unoccupied for 14 days or more.
Terms and Conditions
A holding deposit of one weeks’ rent will be required once your application has been agreed.
A refundable tenancy deposit of 5 weeks’ rent will be held in the DPS.
Late payment of rent (14 days or more) may incur fees in line with the Bank of England base rate.
Lost keys or security fobs may incur a small fee to cover reasonable costs.
Any changes to the tenancy agreement may incur a small administration fee (maximum of £50).