Tenant information

As a responsible property manager, we have robust processes in place to look after you

Tenant Information

We’re proud that, according to our most recent resident survey, 84% of our residents are extremely satisfied with us and that we received a rating of 4.7 out of 5 for our customer service.

That compares extremely well with many other landlords. But it also means there’s room for us to improve. Here’s what you can expect from us, and some useful information you may need.

Responding to queries

We hope that you’ll find it easy to live in one of our homes, and you won’t have any issues. But we’re realistic enough to know that sometimes there will be things that fixing, repairing or resolving.

We promise to respond to all queries from residents within one working day. If we can’t solve the issue at the first point, we’ll explain what we’re doing and how long it should take. We’ll also tell you when we’ll be back in touch.

You can contact us:

by phone on 020 7112 8901 (lines open 9am-5pm Monday to Friday)
by email hello@populoliving.co.uk
using the Rent Café portal or app.
Find the Rent Café site for your home

Emergency contact number – for our residents

If you have an emergency outside of normal office hours, please call us on 020 3006 8333.

Our fees

We are transparent about the fees for any services we need to provide and publish a full list of tenant fees online. Download our current tenant fees.

Looking after your money

As a responsible property manager, we have robust processes in place to look after your deposit.

Here are links to:

our Client Money Protection Scheme (CMP) certificate
our Security certificate

Complaints, Comments and Compliments

We want you to be happy with the services you receive, and we want to know when we get things right or wrong. We want to improve on what we do by building on our successes and learning from our mistakes.

We hope you will never need to complain about us, or our service. But if there is an issue we can’t resolve to your satisfaction, here is information on how to complain, and what you can expect from us.

We have two initial stages to our formal complaints process, set out in our Populo Living Group Complaints Policy.

Or you can get in touch via our Customer Feedback Form.

Populo Living Customer Process

We have created this booklet created to let you know what you can expect from Populo on the journey to your new home. You can download the document here: Populo LIving Customer Process 020524.pdf

Populo Living Repairs and Responsibilities:

This booklet has been produced to give all tenants a breakdown of our standard repair responsibilities, the document clearly outlines who is accountable for what. Additionally, within the booklet we offer guidance on the expected quality of repairs. You can download the document here: Populo Living Repairs and Responsibilities 070524.pdf

Group Tenancy Policy

As both a Private Landlord and a Registered Provider of homes, we recognise the need to balance our responsibilities to support and manage tenants/licensees with our responsibilities to our wider customer base. We will provide a flexible, effective and efficient tenancy/license management service that reflects best practice, complies with legislation and recognises the rights of our tenants/ licensees. This policy gives general guidance on the tenancies that will typically be offered by Populo.

Read the Group Tenancy Policy