Yes, you can stop living in the property and move out if you wish, but you will still be liable for rent, bills, etc. until the end of your contract term.

If the property is going to be unoccupied for more than 3 weeks at a time, please let your Host know, for property insurance purposes.

If you wish to break the contract before your fixed term or break clause allows, you will need to find someone to replace you, i.e. someone to sign a new rental contract with the Owner, which will allow you to end your rent obligations.

You must leave on the appointed move out date, which will be agreed weeks in advance, else you may be penalised for occupying the property after that date.

If in the event of an emergency, for example, if your flight is cancelled or severely delayed, please contact your Host as soon as possible. They will be able to discuss the best form of accommodation for you depending on how long you need to stay on before you can move into your next place, or catch your connecting transport link.

The options for you in this case can include checking into a local hotel, or even staying on in the rental property itself at pro rata nightly rates similar to Airbnb market rates.

Yes, we can help make removal (and storage) arrangements. Please ask your Host about this service if you need more information, and if you wish to proceed, submit the details via our Guest Help Form well in advance of your move out date.

Yes we are able to arrange cleaning of your flat at the end of your tenancy which will be charged as an additional service. If you have any belongings still left in the property you will need to collect these or else they may be disposed off accordingly.

Move out appointments will be arranged between 9am and 12pm on the last day of your rental contract. The precise time will be agreed in advance with your Host.

If you are not able to attend the appointment in person, you will need to inform your Host, and arrange for the property keys to be collected by them another way.

For example, you could leave the keys for your Host to collect from the building concierge, or left inside the property if your Host has their own key copy.

The condition of the property and the Owner’s contents at the beginning of your stay, must be compared with their condition at the end of your stay. The two reports taken when you move in, and when you move out, allow us to do this comparison. There are rules (for example see here) for doing this comparison fairly. If any unreasonable damage is found, the Owner will claim compensation by deducting it from your deposit.

We aim to provide the inspection report to you within 3 days after you have moved out.

Contact the supply companies at least two weeks before your move out day and inform them that you wish to close your account on that day. They will issue you a final bill or account statement by post, or online, that will show your account does not have any debts and will be closed as you requested. Please send our Customer Service Team a screenshot or photo of that final utility bill or statement.

Your deposit is kept by us a dedicated bank account, separate from our rent-receiving account. It is ring-fenced, as per the necessary regulations set out by the deposit scheme. It has to be registered and protected with the deposit scheme to prevent inappropriate access to the funds.

If there are no damages to the property or deductions to be made then your deposit should be returned to you within 21 working days after the contract ends. However, if there are any disputes or repairs due, this may take weeks longer, depending on the length of the negotiations.

We would advise you to consult with your Host to prepare ahead of time and avoid these common deductions. Nevertheless we list some illustrative costs here, just for your reference, and to set rough expectations of the range of the charges.

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Property cleaning: £150-£300+ per property, depending on the size, from 1 to 3 or more bedrooms.

Removal of items you left behind: £10-£100 per item, depending on size of the item, from a small box of shoes, to a large item requiring 2 people to carry it.

Painting: £50 per hour labour cost plus materials.

Lost keys: £30 per metal key, the cost for security access cards and fobs could be more, depending on building staff charges that vary between developments.

This means there are unusual damages found to the property, and the repairs and costs have not yet been agreed between you and the Owner. Our team will guide you through this to try and get a fair conclusion. If, as in rare cases, the issues still cannot be agreed upon, external arbitration through the deposit scheme may be required, please consult the scheme website for further details, or our team can also provide those to you.

You will be asked to provide a UK bank account for the return of the deposit, when you request to move out using the Guest Help Form.

We can only accept UK bank accounts, not international bank accounts.

If you are sharing a rental contract with others, we will return the deposit to one nominated bank account only. It is your responsibility to then further share the deposit contributions amongst yourselves as you see fit.

Depending on how long it has been since you left, and whether someone else has moved into the property, we may or may not be able to locate the items you have left in the property.

If we can find your tiems, we will try to arrange for you to come and collect them.

Whilst we will try our best, there is no guarantee your items will be found. It is best you ensure you have removed all your belongings at the end of the tenancy when you move out. This is also another good reason to make sure you attend your move out appointment in person with your Host so you can both check the property for any left-behind items.

If your next stay is not with us, your next Owner or rental agent will likely ask you for a reference from us, your previous agent. This will be to support your application to rent from them. Any such reference requests should be emailed to us.

A Guest substitution is a break of the rental contract agreed to by all parties, after which a new contract is made, with new Guests named in the contract.

For this to proceed smoothly, there needs to be agreement between the outgoing and incoming Guests on the condition of the property at the time of the change.

You, as the outgoing Guest, should liaise with the incoming Guest who will need to visit the property ahead of the new contract start date, to establish what existing damage/wear and tear there may be to the property. You should provide them with your move in inspection report, and compare the condition of the property in that report, to the condition at the time of the contract change.

Bear in mind that after you move out, they as the incoming Guest are taking responsibility for the condition of the property, which will be judged at the end of their stay. Please make sure that any possible confusions or concerns about the property condition are made transparent and resolved in good time between you all, before you leave.

If there has been property damage during your stay, you should inform the incoming Guest and work out how to compensate them/the Owner. For example we could deduct from your deposit to cover the repair cost, or you could make a direct payment to the incoming Guest to cover that cost.

Before you move out and leave responsibility for the property as a renter on the contract, please be satisfied about the condition of the property you are handing over, and confirm that to our team in writing.