Clear answers before, during and after your application.
Find practical information about account registration, application review, payment verification, cancellation, inspections and tenancy documents.
Applications and approval
Does submitting an application reserve the property?
No. Submission starts the review process. Availability and approval must still be confirmed, and a tenancy is created only through the required property-specific documentation.
How long does an application review take?
Timing depends on the property, the completeness of the application and any checks or owner decisions required. Your client account shows the current application progress, and the agency will contact you if further information is required.
When will I see the payment instructions?
Payment instructions are made available only after an application has been approved and payment is required. Always use the bank details shown in your secure client account or in official correspondence from the agency.
Why must I use the exact payment reference?
The payment reference allows our accounts team to match the transfer to the correct application or reservation. An incorrect or missing reference may delay verification.
Does uploading a receipt mean payment is confirmed?
No. Uploading the document confirms that we have received your payment evidence. The payment itself is confirmed only after the incoming funds and payment reference have been verified.
Can I upload another payment confirmation?
Where the option is available in your account, you may replace or submit another confirmation. Use a clear file showing the relevant transaction details.
Can I cancel my reservation or application?
You may request withdrawal or cancellation through your client account where the option is available. Any contractual or financial consequences depend on the stage reached and the property-specific terms.
When do I receive the rental agreement?
The agreement is issued at the appropriate stage after the required review, approval and administrative steps. Read it fully before signing or relying on any tenancy date.
How is the inspection arranged?
The requested inspection date is reviewed and confirmed separately. Availability may depend on the property, current occupancy and local access arrangements.
How will key handover work?
Key handover and move-in arrangements are property-specific and are confirmed after the necessary contractual and payment steps have been completed.
Which documents might appear in my client account?
Depending on the application stage, you may receive an invoice, viewing permit and rental agreement, together with status and property information.
How can I correct information in my application?
Contact the agency promptly and provide your application reference together with the information that needs to be corrected. There is no need to submit a duplicate application for a minor amendment.
How is my personal information protected?
Access controls, account authentication and organisational safeguards are used to protect application data. More information is available in the Privacy Policy.
Who should I contact if I receive suspicious payment instructions?
Do not pay. Compare the information with the details shown in your secure account and contact the agency through the website using independently verified contact details.
Questions about this information?
Our residential team can clarify the rental process and direct formal requests to the appropriate contact.