- Who is my Customer Engagement Manager and what are they there to do?
Every property has a dedicated Customer Engagement Manger who is there to help our customers (and potential customers) with any questions they might have. They are also responsible for handling leasing enquiries, whether that relates to new customers or existing customers seeking to renew their tenancy. They can also help answer any other questions you might have about our properties.
You can get in touch with your Customer Engagement Manager directly if you have already met them, otherwise the best way to reach them is by sending us a message or calling us on 0800 1 22 3330.
- How can I make a complaint?
If you have a complaint please email firstname.lastname@example.org. We take complaints very seriously, and will endeavour to respond to any issues raised within 5 business days.
- Can I make alterations to the property?
Standard Lease: Structural alterations are prohibited. Non-structural alterations may be permitted but require Landlord’s consent, which is not to be unreasonably withheld. Any alterations must be documented by a licence for alterations. All associated professional fees incurred by us in approving changes will be payable by the customer.
Smart Lease: Alterations are not allowed without written permission. Therefore, if you need to make a change then please get in touch by emailing us on email@example.com or by speaking to your Customer Engagement Manager on 0800 122 3330.
- I want to use the property for a different use – is this possible?
The Landlord’s consent is normally required for any change of use. Planning consent may also be required and you must make your own enquiries of the local authority as to whether this is the case. If a planning application is required, this will be your responsibility. In the first instance we suggest you get in touch with us by emailing firstname.lastname@example.org or by calling us on 0800 122 3330 and asking for your Customer Engagement Manager.
- I have an issue with another tenant on the estate – what should I do?
We understand that from time to time we can’t all get on. Should a situation arise please contact your Customer Engagement Manager by emailing us here or by calling 0800 1 22 3330 and we will advise on the best course of action.
- What are my responsibilities under the lease?
Standard Lease: Please refer to the ‘Tenant Covenants’ clause within your lease. You can request a copy of your lease be emailing us here or by contacting your Customer Engagement Manager.
Smart Lease: Please refer to the ‘Your Responsibilities’ section within your Smart Lease Tenancy Agreement. You can request a copy of your lease be emailing us here or by contacting your Customer Engagement Manager.
- My landlord has requested to enter my property, are they allowed to?
The Landlord and those authorised by the Landlord have the right to enter the property for the purposes detailed within your lease, such as to assess the condition of the property or to undertake insurance valuations.
We will endeavour to provide at least 48 hours’ notice unless urgent access is required for emergencies.
- Who is the Property Manager for my property and how do I contact them?
Every property has a dedicated property manager, who will regularly be on site. If you want to speak to them then please contact them directly, email us or phone us on 0800 1 22 3330.
- Who is my landlord and how do I contact them?
Your Landlord is Industrials, and you can contact us by emailing us or by calling us on 0800 1 22 3330.
We sometimes hold our properties in different company names, so the name of the Landlord on your lease may differ (e.g. Industrials UK LP, or Stenprop Industrials 3 Limited).
Industrials is a trading name of Stenprop, a property company listed on the London and Johannesburg Stock Exchanges. Please see Stenprop.com for more information.