Tenant FAQs

Our How it Works page explains the procedure, please check it out!

We request all of our customers to view the room first before making a payment. If you are abroad, we can arrange a virtual viewing!

Yes. We will require references are done within 3 days of your booking.

All our fees and charges are shown including VAT. HOLDING DEPOSIT -Equivalent of one week’s rent, which will be put towards your first rent payment. Ask your agent for our terms and conditions for full details. SECURITY DEPOSIT - Five Weeks’ Rent. This covers damages or defaults on the part of the tenant during the tenancy. UNPAID RENT - 3% above the base rate of Bank of England per annum, calculated daily. LOST KEY(S) OR OTHER SECURITY DEVICE(S) -Tenants are liable to the actual cost of replacing any lost key(s) or other security device(s). If the loss results in locks needing to be changed, the actual costs of locksmith, new lock and replacement keys for the tenant, landlord and any other persons requiring keys will be charged to the tenant. VARIATION OF CONTRACT (TENANTS REQUEST) - £50 (inc VAT) per agreed variation to any existing agreement. To cover the costs associated with taking instructions as well as preparation and execution of new legal documents. EARLY TERMINATION (TENANTS REQUEST AND AT LANDLORD DISCRETION) -Should the tenant wish to leave their contract early, they shall be liable to the landlord’s costs in re-letting the property as well as all rent due under the tenancy until the start date of the replacement tenancy. These costs will be no more than the maximum amount of rent outstanding on the tenancy.

The cost of council tax, water, Wi-Fi and regular cleaning of the communal arears, are all included in your rent.

We manage and make payment for all property related bills, however, for electricity, gas and heat, tenants are required to reimburse city rooms for their usage. Reimbursement is calculated on a room by room basis as a percentage of the whole original bill, for the whole property.

Yes, we do provide regular (monthly) cleaning service to communal area. Tenants will also need make best effort to maintain a good standard for their own room and communal area. Most properties have a cleaning rota among the flatmates, while City Rooms cleaner go to the property for a deep cleaning.

When collecting keys in our office, please remember to bring your original photo ID document. Our office is open between 10-6 Monday to Friday and 11-5 on Saturdays. Before you come, make sure your tenancy agreement is signed and moving in monies are paid!

We have created House rules, everyone need agree to it as part of your booking.

Unfortunately we do not accept any children or pets in shared properties.

We have a stock level of 2000 rooms all across London, and we are constantly looking for new properties to cover as far and wide as possible. If you’re not sure where to live, speak to one of our agents, or check out our area guides.

Payment is due by monthly standing order, our agents can advise you on the process of how to set up regular monthly payments with your bank. Where you are unable to make payment by standing order, you can make payment directly and securely via our website.

Absolutely! We provide broadband for all of our properties and the cost is already included in your Rent.

As one of London’s largest house share providers, we can often provide you with options to relocate to another one of our properties. Alternatively, just ask your agent for the full costs to terminate. This cost will never amount to more than the remaining balance of rent on your agreement, and depending on your contract end date, can be much less. Just ask your agent for full details.

The quickest and most efficient method is to go to our website and click Report a repair remembering to provide as much information as you can in order for us to respond promptly and effectively. You can also call us on 020 7790 5577 choosing option 1 for maintenance.

If during office hours please call office. If out of office hours, please call your flatmates before calling the out of hours emergency, because they will send a locksmith and you will need pay for the cost!

Feel free to speak to the letting manager to understand the procedure of finding replacement yourself or through us.

You are responsible for paying your rent up until the end of your tenancy, or until your keys are handed in, whichever is later.

To avoid charges; please ensure that you remove all personal belongings from your room and the communal areas and also ensure that your room and communal areas are left in a thoroughly clean condition. Any required repairs should be reported to us as soon as possible and before you vacate.

You must return the keys of your property to our office, you can find the office locations here. You will be liable for rent until all keys are returned to us. Before you leave, please make the property safe by locking all the doors. If you have window keys, please lock the windows and leave the window keys in the property.

We will inspect the property within 1 working day of receiving the keys and will conduct an inventory as part of the checkout process. We will also contact the utility companies to give meter readings to establish the share of your exact usage.

If you have a deposit or rent paid in advance, you will be contacted within 10 days after moving out.

If there are any other questions you have that are not answered above, please do not hesitate to contact us on 020 7790 5577 or info@cityrooms.com. If you have a complaint, please email customer service at cs@cityrooms.com, we shall get back to you as soon as we can.