FAQs

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 122 3330.

Standard Lease & Smart Lease: If you would like to view one of our properties please call us on 0800 122 3330, speak to us on live chat or fill out the contact form. 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.

Standard Lease & Smart Lease: If you are interested in leasing a unit from us please call 0800 122 3330, speak to us on live chat or send us an email. We’d love to hear from you, and are very happy to answer any questions you may have about available units or the leasing process. We are here to help.

If you have a complaint please complete the customer enquiry form. We take complaints very seriously, and will endeavour to respond to any issues raised within 5 business days.

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 completing the customer enquiry form or by calling us on 0800 122 3330 and asking for your Customer Engagement Manager.

We understand that from time to time we can’t all get on. Should a situation arise please contact your Customer Engagement Manager by completing the customer enquiry form or by calling 0800 122 3330 and we will advise on the best course of action.

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, by completing the customer enquiry form or phone us on 0800 122 3330.

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 completing the customer enquiry form.

Please complete the customer enquiry form or call your Customer Engagement Manager on 0800 122 3330 immediately if you wish to make, or believe you may be entitled to make, a claim under the building insurance.

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 by completing the customer enquiry form and we will send you a copy.

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

Standard Lease & Smart Lease: Please refer to the terms of your lease. If permitted, Landlord’s written consent will be required. Please get in touch to discuss this with us by completing the customer enquiry form or call us on 0800 122 3330 and ask to speak to your Customer Engagement Manager.

If you need more / less space we would be happy to discuss your requirements. Please email us by completing the customer enquiry form or call us on 0800 122 3330 and speak to your Customer Engagement Manager to discuss how we may be able to help.

Standard Lease & Smart Lease: We will endeavour to invoice you for all sums owed to us, promptly and accurately. Alternatively, please email help@indurent.com 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.

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

We will endeavour to invoice you for all sums owed to us, promptly and accurately. Alternatively, please email help@indurent.com or contact us on 0800 122 3330 and speak to our accounts team to receive a copy of any invoices your require.

Your rent is payable directly to us by BACS. Our bank details were provided when you took your lease, but if you can’t find them then please emails us at help@indurent.com or call us on 0800 122 3330 and speak to our Accounts team and we’ll send them to you.

Rent is due either monthly or quarterly in advance as per the terms of your lease. It is not usually possible to change the rent payment dates. However, if there are extenuating circumstances please contact your Customer Engagement Manager on 0800 122 3330 or email us immediately so that we can discuss your request.

If for any reason you cannot meet any of the payments due under the terms of your lease, or think there is a chance you may not be able to do so in future, please get in contact with your Customer Engagement Manager immediately on 0800 122 3330.

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 via the customer enquiry form 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.

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

At Indurent we charge a fixed maintenance charge on our internal repairing and insuring leases. This allows customers to forecast where their costs are going to be over the course of their lease, typically this charge increases by 3% per annum. The Fixed Maintenance Charge is established by reviewing the last 3 years’ service charge budget performance.

Our units typically form part of a shared parade set within a shared estate. The common areas (such as central car parking, street lighting, landscaping and gritting) are tended to via contributions from our customers – this is paid via contributions toward the Service Charge or Fixed Maintenance Charge.

At Indurent we charge a fixed maintenance charge on our internal repairing and insuring leases. This allows customers to forecast where their costs are going to be over the course of their lease, typically this charge increases by 3% per annum. The Fixed Maintenance Charge is established by reviewing the last 3 years’ service charge budget performance.

Our units typically form part of a shared parade set within a shared estate. The common areas (such as central car parking, street lighting, landscaping and gritting) are tended to via contributions from our customers – this is paid via contributions toward the Service Charge or Fixed Maintenance Charge.

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. Indurent 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 please see our guide on dilapidations, or get in touch with us by email or on 0800 122 3330.

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@indurent.com or by calling your Customer Engagement Manager on 0800 122 3330.

Please contact the surveyor as detailed within the Schedule if you have any queries or to arrange payment, or contact us on help@indurent.com or 0800 122 3330 to speak to your Customer Engagement Manager.

Whilst the details of the scheme are still emerging, we understand that it will cover most non-domestic supplier in England Scotland and Wales where fixed contracts were entered before the 1 April 2022. The support will last for 6 months commencing 1 October 2022. Fixed contracts will have a cap level equivalent to the wholesale price of 21.1p per kWh for electricity and 7.5p per kWh for gas. To get to the final price payable non-energy costs such as Distribution, Transmission and Margins will need to be added in, and these can vary by contract. It is thought that the billable unit rates will be closer to 32p per kWh for electricity and 9p per kWh for gas.

Yes, Indurent signed a fixed price contract for all its mains supplied gas and electricity on the 27th May 2022, so expect to benefit from this scheme. We will be passing through the benefit of any savings that are made available to our customers.

We tender all of our mains supply gas and electricity contracts in the open market every 12 months and seek to obtain the most competitively priced rate for our customers.

Yes we procure green/renewable energy where possible. The mains supplied electricity is via a REGO backed green energy contract and gas via a carbon offset for the 12month contract starting on the 1st June 2023.

• For electricity customers with digital smart meters we offer customers a fixed price tariff for the 12 month period incorporating all the costs of the electricity together with our costs of administering this service;
• For all other utility customers the utility bill is calculated on a monthly basis based on the mains supply bill received together with the cost of administering this service.
• We are working towards upgrading all utility supplies to digital ‘smart’ meters and a fixed price billing methodology.

We charge an administration fee to cover the costs associated with managing the supply of utilities to your unit, which includes ensuring invoices are correctly raised and monies collected.

As we acquire new estates, we sometimes inherent different billing and administrative set ups. Over time we look to move these onto our standard model.

Yes, we are currently looking at the best way to roll out solar panels across our estates. If you are interested in receiving renewable energy from solar panels on your roof please let your Customer Engagement Manager know.