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Service

QUALITY. COMFORT. CONVENIENCE.

Like that of a 5-star hotel, you'll experience the Club Vertus service at every turn. Whether enlisting the help of our dedicated move-in team or dropping off dry-cleaning after a long week, you're well-looked after.

Our Services

24/7 Concierge
24/7 Concierge
On-Site Management
On-Site Management
Events Programme
Events Programme
Cleaning Services
Cleaning Services
Dedicated move-in team
Dedicated move-in team
Dry Cleaning (added cost)
Dry Cleaning (added cost)

24/7 CONCIERGE

Concierge are there to assist with all enquiries, receive parcels, put you in touch with the right people (whether the maintenance team, building management or anyone else) and guarantee you feel safe and secure at all times.

Dedicated move-in team

Moving anywhere can be stressful. But with our dedicated move-in team, starting your new life at Vertus is seamless, simple and stress-free, your new apartments all set up and ready to go the moment you walk in the door.

In-house events team

In-house events manager, Dot, is responsible for the ongoing programme of events at Vertus. Dot is also there to help you bring your occasions to life, from small gatherings to larger get-togethers.

Full Cleaning Services

Cleaning operatives clean and tidy every shared room, surface and floor space day and night, 7 days a week. Take advantage of discounted apartment cleaning and easy pick-up and drop-off dry cleaning right from the Concierge desk.

Maintenance without inconvenience

The on-site maintenance team ensures minor faults are fixed without inconvenience. They can also provide a quote for anything outside of what’s included within the service. Contact them directly or simply log an issue on the Vertus app.

Building management

Your Building Manager ensures the smooth running of the entire building, coordinating the rest of the Vertus team to uphold the highest standards of service, quality, comfort and convenience.

FAQs

General

Will I have to pay fees?

No.

The only payment we’ll ask for is your monthly rent.

Can I arrange a viewing for evenings or weekends?

Yes.

You can find our opening hours below. If you’d like to arrange a viewing outside of these times please get in touch and we’ll try to work around your schedule.

Monday to Friday – 9am to 5pm

Are Vertus’ buildings, apartments and penthouses wheelchair-friendly?

Yes.

All of our Canary Wharf homes are built to Lifetime Homes Standard.

What are the closest transport links?

Canary Wharf Underground Station is on the Jubilee line, with direct access to Waterloo, The West End and Stratford.

The new Canary Wharf Elizabeth Line Station will be opening 2021, reducing journey times to The City, West End, Heathrow and Reading, as well as other places.

There’s no private car parking available, but plenty of bike and Enterprise Car Club spaces in Wood Wharf. If car parking is particularly important to you, please speak to our leasing team and we may be able to help arrange parking close by.

Various bus routes are also available. 

Will I have a parking space?

There’s no private car parking available, but plenty of bike and Zipcar spaces in Wood Wharf. If car parking is particularly important to you, please speak to our Leasing team and we may be able to help arrange parking close by.

What if I’m not satisfied with any part of the Vertus service?

We’re committed to providing the best possible service to all our customers & residents. If, however, you’ve not be satisfied, please refer to our Complaints Procedure Document which explains how to submit your feedback.

Booking/Offers

How many sets of keys will I receive?

Everyone living in the apartment will get a set of keys. If you need more, extras are available, but there may be an additional cost. The same applies to replacements for any lost sets.

Can I bring my own furniture?

Yes.

We have a number of unfurnished apartments perfect for those with their own furniture.

Alternatively, our furnished apartments come with everything you’ll need - ready to move in - but you’re welcome to bring small items of furniture.

Is there a reservation payment?

No.

However, so that we can take your apartment off the market, we’ll ask for one week’s rent in advance. Once everything’s in place, this sum will then be credited to your first rent payment.

Do I have to pay a deposit and how much is it?

Yes. 

Your deposit (5 weeks' rent) will be registered with the Tenancy Deposit Scheme (https://www.tenancydepositscheme.com). We can also offer a zero deposit option which the Leasing team will be happy to discuss with you. 

How much is the deposit?

Our standard deposit is 5 weeks’ rent.

Do I need to get insurance?

The buildings insurance is all in place, but we would recommend you have your own contents insurance.

How long does referencing take?

This will vary from person to person, but usually takes between 12 and 72 hours. We suggest letting your employer and/or current landlord know in advance that they’ll be asked to provide a reference, as this can help speed up the process.

What are your affordability criteria?

The combined annual income of all named tenants must be more than, or equal to, 30 times the monthly rent. However, you may be able to use a guarantor or pay in advance if this is an issue.

Moving In

Can I move in on a weekend or Bank Holiday?

Yes.

You’ll get an appointment time before you move in, and you can request this to be at a time and date that suits you.

Will someone be able to help me move in?

Yes. 

One of our team will be there to help you on the day you move in. They'll make sure a loading bay and a lift are ready for you so you don't have to worry.

Is there a loading bay?

This depends on the Vertus building your apartment is in. But don’t worry, our team will ensure you have all the information required before move-in day.

Where do I collect the keys?

From the concierge.

Once we’ve confirmed that all referencing and paperwork is complete, you’re free to make yourself at home.

Can I change my move-in date?

Yes.

However, please bear in mind that we may not always be able to change the start date of your tenancy once it’s been agreed.

Your Apartment

Can I keep pets in my apartment?

8 Water Street is 100% pet-friendly (Pet Policy). However, we don’t currently allow pets in 10 George Street or Newfoundland.

Can I smoke in the apartment?

No.

All our buildings are smoke and Vape free. This is in the interest of fire safety and others’ enjoyment of the apartment and Club Vertus.

Can I decorate my apartment?

Yes.

We encourage you to make your apartment feel like home. We just ask that when your lease comes to an end it’s left in the same condition as when you moved in. If you need help to do this our resident handyman can assist.

Is there storage?

Yes.

All residences come with fitted wardrobes and a generous utility cupboard. Some of our buildings also have extra storage, please liaise with the leasing team for further information.

Can I store my bicycle?

Yes.

There’s plenty of secure bicycle storage in the basement of each building.

Is there recycling?

Yes.

We’ll provide three different bin bags for recycling, and the rubbish shoots will direct to the correct bins in the basement.

Will you carry out apartment visits?

Yes.

These will typically happen every 6 months and will be to ensure that all services are working correctly within your residence.

Your Tenancy

How do I renew my tenancy?

Simply speak to your building manager or our Leasing Team.

How do I end my tenancy?

Talk to your building manager or our Leasing Team and they will confirm the end date of your tenancy.

Can I make changes to my tenancy?

We will always try and accommodate as many changes as possible. Please contact our Leasing Team to discuss.

When is my rent due?

Rent is due, via direct debit, on the 1st of each calendar month. If you don’t pay monthly, please refer to your tenancy agreement for payment dates.

Can I pay by standing order?

No.

Rent is collected by Direct Debit, so there’s no need for you to setup a standing order

What do I do if I’m struggling to pay my rent?

Speak to the building manager or our Leasing Team and we’ll do all we can to help you.

Will my rent increase during my tenancy?

Only if your tenancy is longer than 12 months and we agreed at offer stage. We’ll let you know prior to this happening.

Maintenance

How do I report a maintenance issue?

Call or email our Maintenance Team on 0207 418 2228 or hello@thisisvertus.com. You can also report it on the Vertus Residents Portal.

Do I have to pay for repairs?

No.

We’ll take care of all routine maintenance.

Do I have to be present if maintenance attends my apartment?

No.

You don’t have to be there unless you want to be. If the attending engineer is not a Vertus employee they will always be accompanied by one.

Is there a 24/7 call out?

Yes.

We have 24-hour cover for emergency maintenance issues. If it’s not an emergency the problem will be dealt with the following working day. We can’t always guarantee that out-of-hours call-outs will be resolved on the first visit.

Moving Out

Will someone help me move out?

One of our team will make sure you have everything you need to move out, including lift access and parking.

Do I have to have my apartment cleaned before I leave?

Yes.

Your apartment should be handed back in the same state it was when you moved in (including reversing any cosmetic or decorative changes you may have made). If you want us to arrange a professional cleaner at a reduced rate before your tenancy expires, don’t hesitate to get in touch with our management team.

Do I have to do a meter reading?

No.

We’ll take your meter readings at the beginning and end of your tenancy. These figures will appear on your inventory check in and check out. If you want to take a reading yourself at any time, just contact the management team.

Who do I hand the keys back to?

Please return all keys and fobs on the last day of your tenancy to either the concierge or the building manager.

Can I take any of the furniture with me?

No.

Any furniture that was in the apartment when you arrived should be left when you move out.

What time do I have to leave by?

The latest you need to have left and returned the keys by is midnight on the final day of your tenancy.

I don’t want to move out, what do I do?

You need to speak to our Leasing Team or the building manager.

When do I get my deposit back?

We’ll return your deposit as soon as possible after any dilapidations have been agreed by both parties. This usually happens within 10 days.

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Our door is still open.

We want to reassure you that Vertus remains open for business, with both in-person and online viewings taking place as normal.

register for a call back from the Leasing team to arrange yours today.