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.
Do you have any questions or concerns about the government Renters Rights Act? Read our dedicated FAQs on Renters Reform.
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.
When you rent a home with Get Living, a tenancy deposit is required as part of your tenancy agreement. This helps ensure the property and rent are protected throughout your tenancy.
With Get Living, you have a choice for how you pay your deposit, ensuring the best fit for you.
Option 1
You can choose to pay a traditional deposit – which is equivalent to five weeks rent and is payable before your tenancy starts. Once received, we’ll register the deposit under the Tenancy Deposit Scheme (TDS) for safekeeping.
Your deposit is held securely and protected for the duration of your tenancy. Within 30 days of payment, you’ll receive confirmation that your deposit has been registered and information about how it’s protected.
At the end of your tenancy, we’ll carry out a standard check out inspection. Any proposed deductions will be shared with you within 10 working days. Once agreed, they will be deducted from your deposit, and the remaining amount will be refunded within 10 working days.
If there are any disagreements, you can use the independent dispute resolution service provided by the Tenancy Deposit Scheme.
Option 2
You can choose a deposit alternative product through our partner Reposit.
Instead of tying up five weeks rent in a traditional deposit scheme, you can pay a smaller one-off, non-refundable fee of 1 week’s rent (split between all residents) to Reposit. At the end of your tenancy, we’ll carry out a standard check out inspection. Any proposed deductions will be shared with you within 10 working days that you will be responsible for settling them. If there are any disputes on charges, these are dealt with via Reposit.
Please note, Get Living will receive a commission where Reposit is selected.
For any questions about your deposit options, please contact your Resident Manager or email [email protected]
East Village & The Oakgate: Bed sizes vary depending on the apartment type. Please contact your Neighbourhood team and they’ll be happy to confirm the bed sizes in your new home before you purchase any bedding.
Elephant Central & New Maker Yards: Beds in Elephant Central and New Maker Yards homes are king size.
One Maidenhead & Sherlock Quarter: Beds in One Maidenhead and Sherlock Quarter homes are standard double size.
While your kitchen has fully integrated appliances, you will need to bring your own kitchen utensils as well as any crockery, cutlery, pots, pans and other cooking equipment. There is ample kitchen storage space in Get Living homes for all your items.
If your home has an induction hob, you 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.
You can pay your rent quickly and securely through either our Resident App or Resident Portal on desktop. We encourage residents to download and use the Get Living app, as many people find it more convenient to manage payments directly from their mobile phones rather than a desktop computer. The app allows you to make payments anytime, anywhere, right from your device.
Rent does not have to be split evenly unless your lease specifically says otherwise. All tenants listed on the lease are typically jointly responsible for the full rent amount; how you divide the cost between roommates is up to you. You can set up an arrangement based on your agreement with each other, ensuring the total rent is paid in full and on time each month.
Key collection arrangements vary by neighbourhood.
To make your move-in as smooth as possible, we recommend arranging your key collection during our operating hours wherever possible. Please ensure that your key collection date and time have been agreed in advance with your Neighbourhood team via email.
Please note when collecting your keys, you’ll need to bring a valid form of photo ID.
If you’re unable to collect your keys during our operating hours, please contact the Neighbourhood team in advance. They’ll advise you on the best available option for collecting your keys.
East Village & Victory Plaza: During office hours, you can collect your keys from the Welcome Office on 1 East Park Walk, where our team will be ready to assist you.
Portlands Place: Your dedicated Portlands Place concierge team are located in Hightail Point (1 Anthems Way, East Village, E20 1JZ) and will be happy to assist you with collecting your keys.
Elephant Central: During office hours, a member of the team will meet you at Reception in Raglan House on Elephant Road and provide you with your keys.
New Maker Yards: During office hours, your New Maker Yards team is located at the Welcome Office and will be happy to welcome you and provide you with your keys. The Welcome Office is located at the front of the development, facing Middlewood Street.
One Maidenhead: During office hours, your One Maidenhead team is located at Reception on 3A Garden Boulevard and will be happy to help you collect your keys.
Sherlock Quarter: During office hours, you can collect your keys from the main Reception on 34-36 Sherlock Street as you enter the neighbourhood, where a member of the Sherlock Quarter team will be happy to assist you.
The Oakgate: During office hours, you can collect your keys from the main Reception located on Randalls Way as you enter the neighbourhood, where a member of The Oakgate team will be happy to assist you.
Short-stay parking for loading and unloading may be available on request, depending on availability at your location. We recommend getting in touch with your Resident team ahead of your move-in date so they can help arrange this and talk you through the options. We know moving day can be busy, so we’ll do our best to make things as smooth as possible.
Your inventory and move-in report will be emailed out to you within 48 hours of your move-in date. If you haven’t received your move-in report, please contact your Resident Team and we will be happy to resolve this for you.
You will have 14 days to look over your inventory and notify us of any amendments or additions you feel may be appropriate. If there are multiple amendments/additions, please do email us a bullet point list along with any supporting photographs. We will ensure a copy is saved against your file alongside the move-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 since 2012 to supply the Queen Elizabeth Olympic Park, including East Village, and a number of other surrounding developments with a district hot water and heating system. This type of system agreement is considered to be more efficient in producing lower carbon emissions.
Elephant Central: Your home does not have a gas boiler and all hot water is supplied via a central plant room located within the neighbourhood. The hot water supply is pumped into 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 EON Energy is to pay for the amount of hot water your home consumes via your HIU (where your meter is mounted).
New Maker Yards: Your home does not have a gas boiler. Instead, all hot water is supplied via a central plant room located within the neighbourhood. This is pumped into and distributed around your home by your Heat Interface Unit (HIU).
While a new heat and hot water provider is being appointed, residents are advised to set aside funds for their future heating and hot water charges. Once a new provider has been appointed, residents will be responsible for paying for the heat and hot water consumed through their HIU, with charges based on the amount of energy used as recorded by the meter.
One Maidenhead: Your home has a individual electric boiler and you can change electricity provider of your choosing. Water is provided by Leap Utilities and you cannot change this supplier as they are only providers in the local area. Your water comes with its own meter so you only pay for what your household uses.
East Village, Portlands Place & Victory Plaza: Most electric and water meters in East Village homes are located in communal cupboards within your building (though some water meters are located within the utility cupboard of the home). The communal cupboards are not accessible to residents due to health and safety constraints. The East Village team take monthly readings and send them to Get Living. If you would like a meter reading, please contact your Resident 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 utility cupboard for you to check at your convenience. Your electricity meter is in a separate cupboard in your communal corridor. If you ever require an electricity meter reading, please contact [email protected] and we will be happy to send one across.
One & Maidenhead & Sherlock Quarter: Your electricity, hot water and cold water supply meters are located in your utility cupboard for you to check at your convenience.
The Oakgate: All residents have individual utility meters located in the service cupboard within your apartment. If you require a meter reading, please contact your utility supplier directly. The supplier will arrange a site visit and you will need to provide them with access to the meter. If you are unable to attend the appointment, please email The Oakgate team with the appointment details so they can grant access on your behalf.
Homebox is our billing partner at Sherlock Quarter and The Oakgate. They manage and bill for hot water in your Neighbourhood and can also (optionally) help you manage your other utilities in one simple monthly bill.
They are not your landlord or your utility supplier. Instead, they work behind the scenes with your suppliers to make sure everything is set up correctly, billed fairly and easy for you to manage.
On your move-in day, Get Living takes meter readings for:
We send these readings, along with your tenancy details, to Homebox.
Homebox will then:
These providers will contact you directly to set up your accounts.
For further information, please refer to your Homebox brochure that is provided when you move in. Alternatively, please email your Resident team at Sherlock Quarter or The Oakgate for a copy.
One Maidenhead: If you’re looking for a simple and fair way to split the bills in your household, Homebox is available for managing your utility bills rather than setting them up with individual suppliers.
Homebox is the only appointed agent for hot water at Sherlock Quarter and The Oakgate. This means your hot water is fully set up, accurately billed and taken care of from day one, with no suppliers to chase and no confusing paperwork.
They bill you based on what you actually use, collect your payments by Direct Debit and review your account every three months to keep everything up to date. It’s designed to make budgeting easier and remove the stress of unexpected bills.
You pay a fixed monthly amount by Direct Debit so your costs stay predictable. Every three months, your usage is reviewed and your Direct Debit is adjusted to reflect what you’ve really used. You’ll be notified of any changes directly by Homebox.
In relation to the hot water charge, to begin with all residents are on a fixed amount until patterns are established:
Sherlock Quarter:
The Oakgate:
Please note, this pricing is based on estimated consumptions and will be adjusted in line with your actual consumption.
Hot water billing
No, as part of the Neighbourhood’s utility infrastructure, at Sherlock Quarter and The Oakgate, hot water billing is provided exclusively by Homebox. This service arrangement has been established for the Neighbourhood and applies to all homes and residents, so you are not able to choose or switch to an alternative hot water billing provider.
Homebox is responsible for measuring your hot water usage, issuing your hot water bills, and managing any account or billing enquiries relating to your hot water consumption. If you have any questions about your hot water charges, account details, payment options, or meter readings, please contact Homebox directly, who will be happy to assist you.
For managing the billing of all other utilities, you’re in control and you can choose the option that works best for you.
Option 1: Manage your own utilities
With this option, you will have a direct relationship with each supplier, meaning you’ll receive up to five separate bills, each with their own direct debit and customer support teams. You are responsible for managing and paying each one individually.
Option 2: One bill with Homebox
Homebox can consolidate your bills into a single monthly payment, even if you want to choose your own electricity, you’ll still get the same services, but with one bill, one direct debit and one point of contact. You can upgrade to the one-bill option at anytime.
When your tenancy ends at Sherlock Quarter and The Oakgate, we provide Homebox with your official check-out meter reading. They use this to calculate your final usage, produce your final bill or credit and automatically collect or refund the balance. Your Homebox account is then closed for you.
If you used the one-bill option, Homebox will also close any bundled utility accounts on your behalf.
One Maidenhead: When your tenancy ends, we provide Homebox with your official check-out meter reading. They use this to calculate your final usage, produce your final bill or credit and automatically collect or refund the balance. Your Homebox account is then closed for you.
If you used the one-bill option, Homebox will also close any bundled utility accounts on your behalf.
Homebox’s support team is available Monday–Friday, 9am–5pm. You contact the Homebox team via –
As always, your Neighbourhood team are also on-hand to support you locally.
Storage pods are only available at our East Village neighbourhood. There are no additional storage facilities at Elephant Central, New Maker Yards, One Maidenhead, Sherlock Quarter, The Filigree and The Oakgate.
East Village & Victory Plaza: There are storage pods available to those living in East Village, including Victory Plaza residents, subject to availability. The storage pods are 1.5m x 1m and are available to rent at £95pcm. If you are interested in renting a storage pod, please contact your Resident Team.
Portlands Place: There are storage pods available to those living in Portlands Place, subject to availability. The storage pods are 2m x 1.5m (the size of a large lift) and are available to rent at £120pcm. If you are interested in renting a storage pod, please contact your Resident Team.
East Village: A car parking space is charged at £120pcm at a three-month minimimum lease term. Sippi is our chosen parking system partner. Residents will need to contact Sippi directly by emailing [email protected] to apply for a parking space.
Should you choose to terminate your parking lease, it is a requirement that you will need to give one month’s notice. Additionally, fobs and permits would need to be returned to your Neighbourhood team.
Elephant Central: A car parking space is charged at £200pcm. You can contact your Resident Team who will be able to submit your request for a parking space. You will be issued with a fob to electronically open the gates. If you have signed up for a parking space prior to move-in, your fob will be issued to you with your home keys at move-in.
New Maker Yards: Car parking spaces are available at a cost of £180 per calendar month (pcm) and are subject to availability so can not be guaranteed. A maximum of one parking space per apartment is permitted. You can contact your Resident Team who will be able to submit your request for a parking space. You will be issued with a fob to electronically open the gates as well as a permit to display in your vehicle. If you have signed up for a parking space prior to move-in, your fob will be issued to you with your home keys at move-in.
All charges are inclusive of VAT. Charges will be subject to annual increases in line with CPI.
One Maidenhead: car parking space is charged at £150pcm. Spaces are limited subject to availability local options available reflex and clock tower. Dedicated motorbike bays at £65 pcm subject to availability.
All charges are inclusive of VAT. Charges will be subject to annual increases in line with CPI.
East Village: Unfortunately, we do not have temporary spaces that we are able to issue to visitors. We do have a limited number of temporary parking spaces for move-in that we are able to allocate to new residents.
There are a number of parking options available in the areas surrounding East Village. The East Village team at the Welcome Office can provide a colour-coded map showing the locations of accessible parking spaces, private pay-as-you-go parking spaces and loading bays throughout East Village. For longer-term parking, we recommend checking the tariffs and availability of nearby multi-storey car parks.
Elephant Central: Unfortunately, we do not have visitor parking available on-site.
New Maker Yards: Yes – visitors can use the lay-by parking spaces located around the Neighbourhood. During the day, visitors can park free of charge for up to 3 hours, provided their vehicle is registered on arrival with the New Maker Yards team located at the Welcome Office. Visitors can also park in the lay-by spaces between 7pm and 6am without registering their vehicle. If your visitor(s) are planning a longer stay, please speak to the New Maker Yards team who will be happy to advise on the available parking options.
The Oakgate: Unfortunately, we do not have visitor parking available on-site. If you’re expecting visitors, Leatherhead Station Carpark is located approximately a 2-minute drive from The Oakgate neighbourhood. As this is a public car park, availability and charges are managed by the car park operators.
One Maidenhead: Unfortunately, we do not have visitor parking available on-site. If you’re expecting visitors, there are two car parks conveniently located nearby:
As these are public car parks, availability and charges are managed by the car park operators.
Sherlock Quarter: Unfortunately, we do not have visitor parking available on-site. While we do not have visitor parking available, chargeable parking is available on the surrounding streets. Alternatively, the Arcadian Car park is located just a 1-minute drive away. As this is a public car park, availability and charges are managed by the car park operators.
We’re unable to accept food deliveries on your behalf, especially perishable items. Please make sure you’re available to receive your order directly when it arrives.
If you’re expecting a delivery that hasn’t arrived, we recommend contacting the delivery provider in the first instance. They’ll be best placed to track your parcel and advise on next steps.
If you receive mail or parcels addressed to a previous resident, just let your Neighbourhooteam know. We’ll arrange to return it and do our best to contact the former resident to help prevent it happening again.
If you lose your keys or fob, please contact your Resident Management team and they will arrange a replacement for you. Please note, delivery times and costs can vary depending on the supplier.
East Village:
Elephant Central:
New Maker Yards:
One Maidenhead:
Sherlock Quarter:
The Oakgate:
ricing correct as of May 2026. All prices are inclusive of VAT & delivery.
Due to security protocols, we are unable to hold keys on behalf of residents for friends or family to collect. If you contact your Resident Management team in advance, we are happy to grant access to a friend or family member by arrangement and within reason.
East Village: If your fob is not working, please email your Resident 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: If your fob is not working, please take it to the concierge in Raglan House for assistance, where we can reprogramme this for you. Outside of hours, security can let you into your home until the office re-opens. Please have your ID ready.
To report any maintenance issues, please use the Resident App or Resident Portal. Once you submit your request, your Neighbourhood team will receive the details and will be happy to assist you in line with our set response times. This helps us track and resolve issues efficiently and ensures your request is directed to the right team as quickly as possible.
If you experience an urgent maintenance issue outside of our opening hours, please contact the emergency number for your Neighbourhood. Find your relevant emergency contact details on our website.
If there is an immediate risk to your or other residents’ safety, such as a gas leak or fire – please call 999 immediately before contacting your Resident Team.
An Electricity Consumer Unit is located in your utility cupboard. This contains the main ON/OFF switches and a number of Miniature Circuit Breakers (MCBs), each of which protects a different circuit in your home, such as the cooker, lighting, heating, or mains supply. When you open the Consumer Unit, you’ll find a reference sheet under the flap explaining which MCB protects each circuit.
If you experience a power cut, first check the Consumer Unit to see if any of the MCBs have switched off. If one has, simply flick it back to the ON position and your power should reset. If it switches off again, try unplugging the last device you connected before turning the MCB back on. If a particular light isn’t working, check whether the bulb has blown and replace it if necessary.
If you’d like us to show you how to locate and use your Consumer Unit, please contact the neighbourhood team. They’ll be happy to arrange a suitable time to guide you through it.
East Village: We will assist you in supplying replacement lightbulbs for which there will be a charge.
Elephant Central & One Maidenhead: 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 & The Oakgate: You are expected to supply your own lightbulbs. If you require any assistance fitting them, you may get in touch with the maintenance team.
One Maidenhead: Your on-site maintenance team is able to replace any lightbulbs at no charge. Please raise a maintenance ticket via the Resident App or Resident Portal.
At Get Living, we’re proud to offer pet-friendly homes and welcome pets as part of our community. We know that pets can bring companionship, support wellbeing and help create connections with neighbours.
If you already have a pet or are thinking about bringing one into your home, please speak with our Resident Management team before doing so. All pets must be registered with Get Living and approved in line with our pet policy.
Our pet policy is designed to help make sure pets are cared for responsibly and that everyone can enjoy living comfortably in the neighbourhood. This includes expectations around behaviour, cleanliness, safety and consideration for neighbours and shared spaces.
Residents remain responsible for the welfare, behaviour and any damage caused by their pets throughout their tenancy. In some cases, we may ask for supporting information such as references or vaccination records.
Please contact your Resident Management team for more information on the registration process.
A pet licence is written permission from Get Living that allows you to keep a pet in your home. The licence outlines the conditions of pet ownership, including your responsibilities as a resident, helping to ensure pets are kept safely and responsibly within the neighbourhood.
Get Living is a pet-friendly landlord and welcomes pets to live with you at no extra charge so you won’t incur a cost in signing the pet licence.
If you are an existing Get Living resident considering getting a pet, you will need to inform your neighbourhood team to register your pet.
Well-behaved dogs are welcome in many of our amenity spaces but there are a few important guidelines to follow. Dogs must be kept on a lead at all times in communal areas, unless you’re in a designated dog park where they may be allowed off lead under close supervision.
Residents are responsible for ensuring their pets are well-controlled and don’t cause disruption, damage, or distress to others. Please always clean up after your pet and leave the space as you found it.
We’re sorry to hear you’re thinking of moving on.
If you’re relocating to another area, why not explore our other Get Living neighbourhoods? We may have a home that’s perfect for your next chapter and the Get Living team would be happy to discuss the options available to you.
If you’ve decided it’s time to move out, you’ll need to provide your notice in writing by email to your Neighbourhood team. Your notice period is two months and will begin from the date your written notice is received.
Once we’ve received your notice, we’ll guide you through the move-out process and provide information on key dates, next steps, and everything you’ll need to know before leaving your home.
If you have any questions before submitting your notice, please contact your Neighbourhood team who will be happy to help.
Once you’ve moved out, we’ll carry out our post check-out inspection.
Within 3-5 working days of the inspection, we’ll contact you to confirm the outcome. If any deposit deductions are proposed, we’ll provide a clear breakdown of the charges and explain the reasons for them. If no deductions are required, we’ll let you know this too.
If any charges are agreed, the Tenancy Deposit Scheme (TDS) process will then be followed. Any agreed payment should be made within 21 days of notification.
Before you move out, you’ll need to contact your utility providers and let them know your move-out date. This includes services such as electricity, water, broadband or internet, and council tax.
On the day you move out, please take a final meter reading and provide this to your utility suppliers where required. Our team will also take meter readings as part of the move-out process and these will be included in your move-out report.
We recommend contacting your providers as early as possible to ensure your accounts are closed correctly and to avoid any unnecessary charges after you’ve moved out.
Once you’ve provided your notice in writing, we’ll send you a move-out form to begin the move-out process. This form must be completed and returned so we can start preparing for your departure.
After you’ve completed your move-out form, you’ll receive a cleaning form. This should be completed and returned within 5 working days of receipt.
Completing both forms helps us ensure your move-out runs as smoothly as possible and allows us to arrange the necessary inspections and services ahead of your departure.
Yes. Your home should be returned in the same clean condition as when you moved in, and your original inventory report can be used as a helpful reference.
To make the process as simple as possible, we’ll arrange a professional clean on your behalf using one of our approved cleaning providers.
If you’d prefer to arrange your own professional cleaner, simply let us know by indicating this on the cleaning form.
Following your move-out inspection, any additional cleaning required to bring the home back to the expected standard may result in additional charges.
Before you leave, please ensure all personal belongings have been removed from the apartment. Any items left behind may need to be disposed of, and removal charges may apply.
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, One Maidenhead & The Oakgate: The curtains in your home are dry clean only.
If your question has not been covered here or if you need further clarity, please do reach out to the Get Living team and somebody will be happy to answer your query.
