Before you call us, why not see if your question is answered here in our FAQs section? Here you’ll find information on everything from painting and decorating, to meter readings and parking permits.
In 2013 Get Living was the first landlord to offer a ‘no deposit’ option when renting a home with us – saving customers potentially thousands of pounds, compared to the traditional agents and landlords who require holding deposits of up to five weeks’ rent.
To qualify for Get Living’s Deposit Free offer, applicants who meet our affordability criteria are also required to complete referencing with our third-party provider. We may ask for additional information to support your application. The results from the checks will influence your eligibility for our Deposit Free offer. Visit our terms and conditions page to find out your eligibility.
All applicants wishing to reserve a home will be required to pay an Advanced Rental Payment, also known as a reservation deposit, in order for us to take it off the market. Once you move in, this amount then deducted from the first month’s rent.
This is a fixed figure advance payment, depending on the property size and monthly rental value. It will equate to no more than one week’s rent.
Please read our terms and conditions to find out more.
During your time with us, in addition to your rent, you may be required to pay a fee for additional services:
If you require a spare set of keys, or need to replace a set through loss during your tenancy, the following fees are applicable and may vary depending on location:
Changes to the Tenancy
Should you require a change to your tenancy agreement such as the change of sharer on a joint tenancy, at any time prior to a renewal of the tenancy, a £50 fee (inc. VAT) will be payable.
Should you choose to end your tenancy earlier than the break clause, as stated in your tenancy agreement, you will be required to pay rent up until the break clause date, unless agreed otherwise with our team.
If you would like to book our maintenance team to help with any DIY jobs – for example building flatpack furniture, removing furniture or wall-mounting a TV – these will be charged starting from £50 per hour.
For any issues with your home’s existing appliances or furniture items that require the call-out of our maintenance team, these will be free of charge. Please note that in accordance with your tenancy agreement, any repairs or damages cause by misuse or lack of care will be charged for.
Get Living is proud to offer pet-friendly homes and welcome pets as part of the community at no extra cost. Residents are required to register their pet with Get Living and agree to our pet policy which outlines the rules and responsibilities of pet ownership in our neighbourhoods.
If you are coming to us with a pet or are thinking of adding one to your current home with us, please contact our Relationship Management team and they can provide you more information about our pet policy.
Please contact your Relationship Management team who will be able to submit the request for you.
When moving in or moving out, we can offer a short stay unloading/loading parking service. To check availability and make arrangements for this, please contact your Relationship Management team.
East Village: Car parking charges and storage pod charges will be £95pcm (£120pcm in Victory Plaza). Motorbike parking charges will be £30 pcm across the East Village neighbourhood*. For the space to be allocated, we will issue you with a licence to electronically sign along with a direct debit for monthly payment.
There is a three-month minimum lease term and a one month’s notice requirement to terminate the parking lease should you choose to. Additionally, fobs and permits would need to be returned.
Elephant Central: A car parking space is charged at £200pcm. We will issue a fob when you move in to electronically open gates.
New Maker Yards: A car parking space is charged at £150pcm. Spaces are limited to one per apartment and are subject to availability. We will issue a fob when you move in to electronically open gates as well as a permit to display in your vehicle.
All charges are inclusive of VAT. Charges will be subject to annual increases in line with CPI.
Your inventory and move in report will be emailed out to you within 48 hours of your move in appointment. If you have not received this, please contact us and we will gladly resolve this for you.
You will have 14 days to look over your inventory and notify us of any additions/amendments you feel may be appropriate. If there are multiple additions/amendments, please do email us a bullet point list along with any supporting photographs. We will ensure a copy is saved on your file alongside the Check In report. We would also encourage you to keep a copy for your records.
Heating – All our homes are connected to a district heating network, with one sole provider for the whole area.
Water – Your water supplier is determined by where you live and under the Water Services Regulation Authority it cannot be changed by a household.
Electricity – You may change your electricity provider but we kindly ask that you notify us of the new provider as and when you vacate the property for our own records.
East Village: East London Energy has a 40-year contract in place to supply the Queen Elizabeth Olympic Park (incl. East Village) and a number of surrounding developments with a district hot water and heating system. Such a system is considered to be more efficient producing lower carbon emissions whilst also benefiting from economies of scale.
Elephant Central: Your home does not have a gas boiler and all hot water is supplied via a central plant room elsewhere on the estate. This is pumped into your home and distributed around your home by your Heat Interface Unit (HIU). EON Energy is contracted to supply the energy used to heat all of the hot water for the estate. As such, your supply agreement with them is to pay for the amount of hot water you consume via your HIU (where your meter is mounted).
New Maker Yards: Your home does not have a gas boiler and all hot water is supplied via a central plant room elsewhere on the estate. This is pumped into your home and distributed around your home by your Heat Interface Unit (HIU). Community Utilities are contracted to supply the energy used to heat all of the hot water for the estate. As such, your supply agreement with them is to pay for the amount of hot water you consume via your HIU (where your meter is mounted).
East Village: Most electric and water meters in East Village homes are located in communal cupboards within your building (though some water meters are located within flat utility cupboards). The communal cupboards are not accessible to residents due to a number of health and safety constraints. Team East Village take monthly readings and pass these across to Get Living monthly at the end of each month. If you would like a reading, please do contact your Relationship Management team and they will be able to confirm details of your most recent readings along with your serial number.
Elephant Central & New Maker Yards: Both your hot and cold water supply meters are located in your service cupboard for you to check at your convenience. Your electricity meter is in a separate cupboard in your corridor. If you ever require an electricity meter reading, please contact us and we will be happy to send one across.
Permission must be sought and will only be granted with the following conditions –
East Village: Any curtains that the tenant hangs from the windows of the premises should be white or off-white or alternatively lined with white or off-white lining in order to provide conformity of all window dressings in East Village. Any curtains must be hung on existing rails or poles and no further rails are to be installed. Get Living’s curtains which are removed are to be stored properly, folded and in a dry and secure place for the duration of the tenancy. At the end of the tenancy the original curtains should be rehung and free from any soiling or creases.
Elephant Central & New Maker Yards: All of our blinds and curtains have been custom selected for your comfort and to best complement your home. As such, you are not able to change these during the course of your tenancy.
Changes to blinds in Get Living homes are not allowed as this would require modification to the fixtures & fittings.
You are welcome to hang pictures using picture hooks without having to notify us. Single hooks can be used for pictures up to 3kg in weight or 5kg for where two hooks are used. If the items you wish to hang weigh more than 5kg, we will supply you with guidelines for your reference. We would advise that a maximum of two hangings per wall.
You will need to make sure that all holes and any resulting damage to the walls have been repaired before the end of your tenancy, or we may ask you to pay a proportion towards filling the holes and making good the walls at your tenancy end.
Alternatively, the Get Living maintenance team can provide a quote to hang items on the walls. If you use one of our operatives and stay for the full three years of your tenancy, we will not charge for any making good when you leave.
You are free to paint the walls of your home using the paint types we specify. You will be required to paint the walls back to the same standard as when you moved in, unless your tenancy agreement states otherwise.
If you are on a three-year tenancy and stay for the full three years, we will not charge you for re-decorating.
Unfortunately Get Living is unable to remove and store items of furniture from your home. However, you are free to remove and store at your own cost. Get Living is not responsible for any costs related to this and reserves the right to charge for the replacement of any missing/damaged furniture.
East Village: We will assist you in supplying replacement lightbulbs for which there will be a charge.
Elephant Central: If any of your ceiling LED bulbs, service cupboard bulbs or bathroom light bulbs break then please contact us and we will arrange to replace these for you.
New Maker Yards: You are expected to supply your own lightbulbs. If you require any assistance fitting them, you may get in touch with the maintenance team.
We have no provisions to provide alternative mattresses or store unwanted items. We would agree to your insuring and storing the mattress at your own cost. You would also be responsible for returning this to the home at the end of your tenancy.
All hobs are induction hobs and will require induction pans. The pans will only work if they are large enough to cover the surface of the ring and there is sufficient contact with the bottom of the pan.
East Village: You should take your completed parcel delivery form to the East Village Management Office on 80 Celebration Avenue along with a form of ID, proof of address (tenancy agreement or utility bill) and your building fob.
Elephant Central: Please download the Bringme app to access your parcel service. The app will tell you when you have a parcel to collect. Please be aware that for parcels over a certain size or for fresh food deliveries, you will need to be at home as we will not be able to hold these for you.
New Maker Yards: If you live in Anvil or Farrier, please use the Renz boxes in the car park – information on how to set up and use the Renz parcel lockers can be found on the Resident App. If you need further help, feel free to ask a member of the team.
If you live in any other building, there currently isn’t a service available to you. You must be at home to take any deliveries that are too large to fit in your post box.
East Village: If you lose your keys or fob, please contact your Relationship Management team and they will arrange a replacement for you. Please note, delivery times can vary from 3-10 days depending on the supplier. The costs for each key/fob type*:
Elephant Central: Let a member of the team know you have lost your key and we can have one made during the next available business hours. We will need to know the serial numbers of any remaining fobs. The cost of a replacement fob is £12.
New Maker Yards: Please speak to the team over any lost keys of fobs. We can advise of any appropriate cost at the time.
All prices are inclusive of VAT & delivery. *Pricing correct as of September 2022.
Due to security protocols, we are unable to hold keys on behalf of residents for friends or family to collect. If you contact your Relationship Management team in advance, we are happy to grant access to a friend or family member by arrangement and within reason.
East Village: Email your Relationship Management team with the fob reference number and we will arrange for this to be reprogrammed remotely. Please note this may take from 24 hours up to 3 days. Where access is required to a building we will always try and fast track this where possible.
Elephant Central: Please take your fob to the concierge in Raglan House for assistance where we can reprogram this for you. Outside of hours, security can let you into your home until the office re-opens (please have ID ready).
East Village: At the moment we have a limited number of temporary parking spaces that we are able to allocate to residents moving in. We do not have temporary spaces that we are able to issue to visitors or contractors.
There are a number of different parking options available across East Village. We can provide you with a colour-coded map from our office which details locations of disabled spaces, private pay-as-you-go spaces or loading bays available across East Village. For longer term parking, we would recommend checking the surrounding multi-storey car park tariffs.
Elephant Central & New Maker Yards: There is no visitor parking available.
East Village: Curtains are washable at 40 degrees and 1 spot iron. They cannot be tumble-dried, bleached or dry cleaned.
Elephant Central: We would recommend having the curtains dry or steam cleaned before the end of your tenancy. We can arrange to have this done for you if you wish, please contact the Elephant Central team if so.
New Maker Yards: The curtains are dry clean only.