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:

Complaints, Comments and Compliments

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. Here are links to:

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.

The document listed below contains our Customer comments and feedback form:

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