• 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.

  • I need to get in quickly. How fast can you move?

    Standard Lease: Our Standard Lease typically takes 2-10 weeks to put in place as it requires lawyers to negotiate and document it. However, we will move as fast as possible to get you in, and with your co-operation can almost always meet our customers’ deadlines.

    Smart Lease: Our Smart Lease is the quickest way to get into one of our properties. We can turn your initial enquiry into a lease and keys in your hand in 48 hours. Check out your leasing options here for more information, or call us on 0800 122 3330.

  • How do I arrange a viewing?

    Standard Lease & Smart Lease: If you would like to view one of our properties please call us on 0800 1 22 3330, speak to us on live chat or fill out the contact form here. We’ll endeavour to get you round as soon as possible and at a time which works for you.  Most of our viewings are conducted by our dedicated Customer Engagement Managers, so you can be confident that you are speaking to someone who really knows the property and can answer all your questions.

  • 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 complaints@industrials.co.uk. 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 help@industrials.co.uk or by speaking to your Customer Engagement Manager on 0800 122 3330.

  • What is the excess on an insurance claim?

    In the event of each and every individual insurance claim being made, you will be responsible for payment of an excess, which is between £0 and £1,000 depending upon the type of claim. Full details of the excesses payable are detailed on your insurance policy, a copy of which can be requested from your Property Manager, calling us on 0800 122 3330 or by emailing us here.

  • How do I make a claim against the Landlord’s buildings insurance policy?

    Please email us here or call your Customer Engagement Manager on 0800 1 22 3330 immediately if you wish to make, or believe you may be entitled to make, a claim under the building insurance.

  • What is covered by the buildings insurance?

    The Buildings Insurance typically covers losses associated with defects, damage, terrorism, flooding, subsidence and other unforeseen and accidental issues which impact upon the building.  In most instances it only covers the cost of repairing damage incurred to the building, and as a result does not cover losses associated with the contents damaged or lost as a result of a claim.  We therefore highly recommend that all of our customers take out appropriate contents insurance for their possessions.

    A copy of the policy is available on request from your Customer Engagement Manager, by emailing us here or by calling 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.

  • Where can I find a copy of my lease?

    Standard Lease & Smart Lease: You were provided with a hard copy and normally also a digital copy of your lease when you moved in. If you can’t find this then it’s not a problem, please contact your Customer Engagement Manager or email us and we will send you a copy.

  • Can I extend my lease?

    We would be happy to discuss this with you. Please contact us here or if you wish to speak to us directly please call 0800 122 3330 and ask to speak to your Customer Engagement Manager.

  • How can I check how much rent I owe?

    Standard Lease & Smart Lease: We will endeavour to invoice you for all sums owed to us, promptly and accurately. Alternatively, please email help@industrials.co.uk or call us on 0800 122 3330 and ask to speak to our Accounts team. We are happy to send you a copy of any documents your require, including a copy of your lease, rent payment history, outstanding payments or future rent payments.

  • How can I check when my rent is due?

    We will endeavour to invoice you for all sums owed to us, promptly and accurately. Alternatively, please email help@industrials.co.uk or call us on 0800 122 3330 and speak to our Accounts team to discuss what is owed and when.

     

  • Where can I get a copy of my invoice?

    We will endeavour to invoice you for all sums owed to us, promptly and accurately. Alternatively, please email help@industrials.co.uk or contact us on 0800 1 22 3330 and speak to our accounts team to receive a copy of any invoices your require.

  • How much deposit have I paid?

    Standard Lease: If you have paid a deposit the amount will be stated in your lease or on the rent deposit deed (if applicable). If you can’t find this or wish to know the balance, please contact your Customer Engagement Manager or email help@industrials.co.uk and we will send you a copy.

    Smart Lease: If you have paid a performance deposit the amount will be stated in your lease or on the rent deposit deed (if applicable). If you can’t find this or wish to know the balance, please contact your Customer Engagement Manager or email help@industrials.co.uk and we will send you a copy.

  • When will my deposit be returned?

    We will hold the deposit for the duration of your lease. Once you vacate it will be returned to you (less any money you still owe us as per the terms of your lease). If you are awaiting a deposit then please get in touch at help@industrials.co.uk or speak to our accounts team on 0800 122 3330 and have your bank details to hand so we know where to transfer the money back to.

  • What happens to interest earned on my deposit?

    Any interest accrued will be returned to you when the deposit is repaid.

  • My service charge has increased – why?

    Standard Lease: The Service Charge will be variable from year to year depending on the costs the property owner incurs in maintaining the common parts.  We are obligated by the Royal Institution of Chartered Surveyors to keep expenditure under constant review in order to identify any unforeseen variances and endeavour to notify occupiers of any significant material changes as soon as possible. However, from time to time this is not possible, and hence service charges can go up (and down) as costs vary.

    Smart Lease: The Facilities Charge on your estate is fixed at the time you take your lease, and increases each year by a fixed amount as detailed in your lease. This is to allow for cost inflation insured by us in the management of your property.

  • I have paid my service charge invoices but have received an invoice / credit note for a ‘balancing charge’ – what does this mean?

    Standard Lease: The Service Charge that you pay throughout the Service Charge year is an interim payment. The Service Charge budget is set at the start of the year by estimating future expenditure over the next 12 months. At the end of the year the actual expenditure is calculated and finalised after the completion of the service charge accounts. The service charge accounts will compare the amount budgeted for the year with the amount actually spent. If the actual is more than the budget then a deficit be produced, if less is spent than budgeted, there will be a surplus. The accounts are audited in compliance with guidance produced by the Royal Institution of Chartered Surveyors.

    If there is a deficit or surplus the amount will be apportioned between all occupiers and invoices / credit notes will be sent out accordingly.

    Smart Lease: All costs associated with maintaining your estate are included in your Facilities Charge, so no additional service charge payments or reconciliations will need to be made. No Hassle.  No Surprises.

  • Why do I have to pay a service / facilities charge and what does it include?

    The purpose of the Service/Facilities Charge is to pay for maintenance and repairs to the common areas at your property, including the exterior of the buildings if you have signed an Internal Repairing and Insuring Lease. Typical costs include maintenance of roads, ad hoc repairs, gritting, CCTV, signage and labour.  The cost of managing the maintenance is also included.

    Where you pay a Facilities Charge the cost of this is fixed for the term of your lease (subject to annual fixed increases).  Where you pay a Service Charge the cost is calculated annual, with any over or under spend invoices/credited back to the tenants on the estate.

     

  • What liability for maintenance and repairs do I have?

    Standard Lease: Your repairing obligations are set out in your lease. Please refer to ‘tenant’s covenants’ and ‘repairing obligations’. These vary from lease to lease but if you have a Fully Repairing and Insuring lease, your responsibilities will typically include;

    • Repairs to the exterior and interior of the property, including the structure, external and internal cladding, roof, roller shutter door/s and all pedestrian doors.
    • Internal and external decoration
    • Maintaining, serving and repairing all services within the unit.
    • Landlord fixtures and fittings (including boilers and heaters).
    • Testing all services as per current legislation.
    • Any repairs or maintenance required.
    • Fire Risk Assessment

    Please note that this list is not exhaustive and is set out to provide guidance. Please read our helpful guide for more detail however please refer to your lease for your full repairing obligations.

    Smart Lease: Ordinarily Smart Leases are ‘Internal Repairing and Insuring’ only, which means you are not responsible for any external maintenance or repairs.  However, you are required to keep the inside of the property in a good state of repair during the term of your lease, and you are responsible for any damage (whether internal or external) caused by you or your visitors.

    Unless your lease is inclusive of dilapidations, at the end of your lease you will be required to carry out whatever works are required to return the property to a ‘good and substantial repair and condition’.  This is not necessarily the same as the condition of the premises when you took it (unless you have a Schedule of Condition attached to the lease), and so it is important to understand what may be required of you when you leave prior to signing your lease.  Industrials offers the option of a lease where dilapidations are not required, and so you are free to leave without undertaking any repairs at lease expiry.  For more information on dilapidations please see our blog post here, or get in touch with us by email or on 0800 1 22 3330.

  • I have a problem with my property – what should I do?

    If a problem occurs that you consider to be the responsibility of the Landlord, or for which you need some help, then this should be reported to help@industrials.co.uk or by calling your Customer Engagement Manager on 0800 122 3330.

  • What are dilapidations and why should I pay for them?

    Standard Lease: Dilapidations refer to works required to the property by you under the terms of your lease during occupation or when the lease ends.

    Unless you have a schedule of condition, you are normally obliged under the terms of your lease to keep your unit in a good state of repair and return it to us as such at the end of your lease. If you return your unit to us in poor condition, with belongings inside or your fixtures and fittings still in place, and we believe that your repairing obligations have not been met, we are entitled to serve a schedule of dilapidations on you. This identifies the relevant lease obligations and any breaches of those obligations. It will set out any remedial works that are required to rectify the breaches and the cost to undertake those works.

    We will seek to recover this cost from you so that we can return the unit to the condition you were obliged to keep it in.

    The surveyor’s fee for preparing and serving the schedule is also payable by you.

    Smart Lease: Under the terms of your lease you may not required to undertake any dilapidations, other than in relation to any damage caused by you or the cost of removing any of your fixtures and fittings at the end of your lease (if you have not already done so).  Please contact your Customer Engagement Manager if you are unsure as to whether you are required to undertake dilapidations at the end of your lease.

    Read more about dilapidations in our guide.