Repairs

I want to report a repair/maintenance issue, what do I do?

We are here 24/7 to assist with repairs. If you have a maintenance issue or repair please call us on 0330 999 1234 or, if it’s not an emergency, email renter-support@howsy.co.uk

For all emergency repairs, we will do our best to send someone to fix the issue within 24 hours.

For non-emergency repairs, we will ensure that your repair is reported to your landlord within 48 hours. This is because for non-emergency repairs we need your landlord’s authorisation. We cannot obtain quotes or authorise contractors to do these repairs without it. Depending on the priority of the repair, we agreed with our landlords this timeline:

  • Urgent repair:  2days
  • High priority: 3 days
  • Normal/Medium priority: 5 days
  • Low priority: 7 days

Complaints

I want to make a complaint, what steps do I take?

Step 1:

If you are unhappy with our service then please contact our customer experience team who will attempt to resolve the issues you are facing. They can be contacted by phone or email as follows: Call – 0330 999 1234 (Option 2) or email renter-support@howsy.com

Step 2:

If our customer experience team are unable to resolve your concerns to your satisfaction then please contact our Operations Manager. The Operations Manager will acknowledge your complaint within 2 working day and will assess your complaint and discuss or direct it towards the line manager of the correct department(s) and provide a response  back to you within 5 days.

You can contact the Operations Manager as follows by calling 0330 999 1234 (Option 2) or emailingrenter-support@howsy.com, FAO Charlie Reid.

Step 3:

If this is still not resolved to your satisfaction then please write to our Directors Team.

Howsy – Directors Team

65 Leonard St

London

EC2A 4QS

Your complaint will be acknowledged within 2 days and a full investigation will be undertaken with a formal response sent to you within 28 days which will be Howsy’s final response to the issues raised.

Step 4:

If we are still unable to resolve your issues or you are not happy with the resolution then you would need to put your complaint in writing to the Property Redress Scheme (PRS). Their contact details can be found at https://www.theprs.co.uk/

Viewings

How do I book a viewing?

You can book a viewing through Howsy app, or from the property portal where you are viewing the property.  Or you can call us 24/7 on 0330 999 1234 and select option 1. If you choose to book on the phone, we will need to ask you a few questions to check if you match the landlords’ requirements.

Offers

How do I make an offer for a property I like?

After you’ve viewed the property, you will receive a text message from us with a link where you can make your offer via an online form. We will also call you to get your feedback on the viewing and we can send you the link to place the offer via email.   

Will the landlord accept a lower rent than what’s advertised?

Generally, when valuing a property we will try to agree with the landlord a fair price. This may be based on current market conditions or previous rents. You are free to make a lower offer and we will pass it onto the landlord, but it is their right to reject without further consideration.

I have not received the offer form after the viewing, now what?

Please start by checking your spam box, automated emails often get misplaced. If the email with the link to the offer form is not there, email renter-support@howsy.co.uk  or call us on 0330 999 1234 and we will re-send you the offer form.

How will I know if my offer was accepted?

If your offer is accepted you will receive a confirmation email in which we will also ask for the holding deposit (£100 per adult)  so we can start the referencing process. If the offer was not accepted, you will receive an email letting you know of the fact.

Our team is here to help throughout the entire process but ultimately the landlord chooses what happens next. Sometimes our landlords tell us to accept reasonable offers on their behalf, sometimes they’ll ask us to help facilitate a negotiation. In some circumstances, they will take some time to consider. We’ll do everything we can to speed up the process – by reminding the landlord or offering advice, but ultimately the decision is always the landlord’s. Please have patience and rest assured we will keep you updated every step of the way.

My offer was accepted, now what?

We will ask for £100 per adult moving in to start the referencing process which is taken off your first month rent providing the referencing goes through and you do not pull out of the offer.

In the unfortunate event you do not pass referencing, we might ask you to prove either a guarantor or pay the rental term in advance.

Holding deposit

How much is the holding deposit?

The deposit is £100 per each adult who will be living at the property.  If the referencing goes through and you do not change your mind on the property, the £100 will return to you deducted from your first month’s rent.

Credit check & Referencing

How much is the holding deposit?

The deposit is £100 per each adult who will be living at the property.  If the referencing goes through and you do not change your mind on the property, the £100 will return to you deducted from your first month’s rent.

What do I need for credit check and referencing?

We work with an accredited independent referencing partner for this step of your renting journey.  

You will need to provide your employment details and contact information for an employer referee who can confirm your income. If you are self-employed you must be able to demonstrate your income over a 12-month trading period.

You will need to provide your addresses for the last 3 years. They will be used for credit checks, to confirm you have been located at the supplied addresses by using electoral roll data and information from credit accounts e.g. credit cards, mortgages, mobile phone contracts, etc.

You will also be asked for a reference from the current landlord or letting agent if you have been living in rented accommodation.

We will ask for £100 per adult moving in so we can start the referencing process. If the referencing goes through and you do not change your mind on the property, the £100 will return to you deducted from your first month’s rent.

Can I fail the referencing and credit checks?

The most common reasons for not passing referencing checks are:

  • You have insufficient income
  • You have credit history problems, CCJs or have been insolvent
  • You are unemployed or there are concerns about the status of your employment
  • You are self-employed and unable to provide acceptable proof of income
  • You received a negative reference from the current landlord
  • You are a student, unemployed or on Housing Benefit
  • Your history of residence or identity cannot be verified

If you do not pass referencing because of issues related to your income, your employment status or being a student or on Housing Benefits, you might be required to prove either a guarantor or pay the rental term in advance

I need to provide a guarantor, what do they need to do?

Your guarantor must be in employment and earning a minimum of 36 x the rent. Your guarantor must be able to provide proof of income and be willing to act as a guarantor for the duration of your tenancy.

Move in

What happens after I pass the credit check and referencing

Once your references are completed, you will receive an email to confirm your move in date and the amount of rent and deposit you are required to pay. In order to quicken the process in moving you in, we would ask that this payment be made as soon as possible.

Why do I need a deposit?

If you are not a Howsy Club member renting with 0 deposit, you need to pay a tenancy deposit of up to 6 weeks’ worth of rent.

This money is held as security to ensure that you meet your obligations in the tenancy agreement. If you breach one or more obligations in the tenancy agreement, the landlord could have any losses deducted from the deposit when the tenancy comes to an end. Such losses could include:

Unpaid rent.

Damage caused to the property which is beyond normal “wear and tear”.

Further damage to the property caused by your failure to report any initial damage.

The property having been left in a dirty condition.

Missing items included on the inventory.

We protect deposits with MyDeposits, a leading tenancy deposit protection scheme provider, authorised by the UK Government. Your deposit will be registered within 30 days of us receiving your payment. You will receive a copy of your deposit certificate as well as the prescribed information.

How do you protect my deposit?

It is a legal requirement for a tenancy deposit to be protected with a government approved scheme. We protect deposits with MyDeposits, a leading tenancy deposit protection scheme provider, authorised by the UK Government. Your deposit will be registered with them within 30 days of us receiving it. You will receive a copy of your deposit certificate as well as the prescribed information. Please ensure you retain these documents for your records.

Plans & Pricing

Do you really take no fees from renters?

We do not charge fees from our renters,  but there are a few things you need to know before we start the process of getting you in your new home.

If you are not interested in joining the Howsy Club and renting with 0 deposit, you will need to pay a 6 week worth of rent deposit which is paid along with your first month’s rent before you move in. When you choose a property we will also ask you for £100 per adult moving in so we can start the referencing process. If the referencing goes through and you do not change your mind on the property, the £100 will return to you deducted from your first month’s rent.