Frequently Asked Questions

Viewings & Bookings

Viewings of our rental show apartments are available to book now. Once you book a viewing, a member of our team will arrange a date for you to visit the show apartments. Appointments will take place between 10 am and 7 pm on Mondays to Friday, and weekend appointments are available also by appointment only. If you are currently overseas or outside of London, we are happy to arrange for a virtual tour from site. Enquire today to find out more.

Due to the UK Right to Rent policy, we are required to obtain and check all original identification of non-EU tenant(s) that to show that they are legally allowed to live in the UK. These documents are normally checked prior to your move-in, so please be prepared to show your identification to our team member. Documents must be obtained and checked for all tenants wishing to live in the apartment; if a tenant is not present at a viewing or virtual viewing, a copy of the document must be sent via email to the Greenford Quay team, who will then be required to see the tenant and check the document via Skype or FaceTime before agreeing to the contract. Documents will also need to be verified in person upon arrival for move-in.

Once you've enquired and booked a viewing, we ask that you complete the offer form which will then be reviewed by the leasing team and once agreed a reservation payment is required, to secure the apartment and start the referencing process. To confirm the reservation, a payment equal to one week's rent will be due on the day of application as a holding commitment.

This payment will be offset against your 1st months' rent once your tenancy has been agreed. If you choose to change your mind within 48 hours the reservation fee can be refunded. Past 48 hours this fee is non-refundable.

The holding commitment is also refundable if you made your decision based on a virtual viewing and you later change your mind within 24 hours following an in-person viewing.

Book a viewing to get started. 

Once your reservation payment & completed documents have been received by the leasing team, you will be required to go through a referencing process, carried out Homeppl who will carry out the assessment of your eligibility to enter into a tenancy agreement. The process time is mainly dependent on your ability to complete the online application form, and on your referees’ availability. However, this usually takes approximately 3-7 business days.

Please note, the household income must be at least 2.66 times the annual rent of the apartment (before any discount or concessions are given). For approved offer, all applicants must have completed the referencing fully.

The reference check process is mainly dependent on how swiftly you are able to complete the online application form. However, the process normally takes around 3-7 business days.

Deposits & Payments

Once all tenants have passed referencing checks, we will be in touch to confirm the next steps in reviewing and signing your Tenancy Agreement. You will then be asked to pay your deposit, and your first rental payment. Future rent payments will be due on the 1st of each month thereafter. 

There are no fee charges, just a reservation payment to secure the apartment you have chosen, which goes towards your first rental payment subject to referencing.

The standard security deposit varies on the size of your apartment, which is held with mydeposits for the duration of the tenancy and refundable subject to the condition of your apartment at the end of the tenancy compared to the condition at the beginning of your tenancy. Full inventories are carried out by a 3rd party inventory company at the beginning and the end of the tenancy.

Your deposit is protected by My Deposits, and refundable at the end of your tenancy. We process the return of your deposit within 10 days after agreeing with you on charges applied to damages, if any, excluding fair wear and tear. 

We have teamed up with Flatfair who offer a simple, safe and affordable alternative to tenancy deposits. Instead of paying a deposit at the start of your tenancy, simply pay Flatfair a one-off, non-refundable membership charge to create a flat bond that covers each household for the duration of the lease despite of the size of the unit or length of stay. There are two membership fee options, if the rent is over £3,000 pcm the fee will be £600, where the rent is lower than £3000 pcm it will be £350. As Flatfair isn't an insurance product, tenants simply agree to pay for any valid claims or damages at the end of the tenancy. If you wish to take advantage of this option, please visit or talk to your property manager for more information.

Your holding commitment, deposit and first rental payment can be paid via bank transfer into the account information with which we provide you at the time of application. Monthly rental payments can only be paid by Bank to Bank transfer. 

Your deposit is payable prior to the start of your tenancy and it will be equivalent to 5 weeks rent. 

Deposits are held and protected in the My Deposits scheme. The deposit covers any damages to the apartment and/or furnishings that may occur during your tenancy. For our deposit alternative please refer to the relevant FAQ or speak to a member of our team to find out more. 

In order to rent a Greenford Quay apartment, you will need to pass affordability checks. The joint household income must be at least 2.66 times the yearly rent.  

Should a household not pass the affordability criteria we do accept guarantors however they too will be subject to referencing and must be at least 4 times the yearly rent to pass affordability checks. 

Rent is due on the 1st of each month by Standing Order, if rent in advance has been agreed then your rent will be due in line with the payment schedule set out in your tenancy agreement. 

Your rent will not increase within the initial term of your tenancy unless otherwise stated in your contract. Prior to the end of your tenancy your Property Manager will contact you to discuss a renewal. The rates will be discussed at this time. 

Cancellations & Contracts

We consider an apartment cancelled only after receipt of written notice. Written cancellation received within 48 hours from securing the apartment is accepted with a refund of your reservation payment, depending on the progression of the referencing process. Any cancellation received after 48 hours, however, will not receive refunds.

Our tenancies are for a fixed term of 12 months. There will also be options for renewing your lease agreement with us, following the expiration of your Initial Term. The site management team will be happy to discuss your options at the time of a possible renewal.


Depending on the results of your referencing and affordability criteria assessment, the option of Guarantors will be available. Further referencing and qualifying criteria will apply. (Guarantor’s income must 4 times the annual rent).


Absolutely, we welcome all individuals over 18 to apply for one of our apartments, however, students are required to pay some rent in advance and have a guarantor. These terms can be discussed and decided with our team, when securing the property. 

The on-site team at Greenford Quay is the key to making a difference in renting. Our team will be comprised of a Senior Community Manager overlooking the on-site teams in the Blocks with the support of Assistant Managers and the front of house team, the Leasing team members will be available to assist with any needs you may have during your leasing journey, Facilities Manager will be supervising the on-site maintenance team and focus on responding to all maintenance needs that you may have in your home.

Our CCTV policy can be found here.

While living in one of our apartments, you will benefit from services onsite. Our on-site management team is available daily from 8am to 8pm, after which we hand over to our trusted third-party concierge services who watch the community overnight.

For minor maintenance requests, please contact the management team via the resident app or Entrata and we will arrange a time that’s convenient for you to look at your request.

Your maintenance and management team are also on hand to respond to any emergency such as flooding, power outages or fire. More information on what is considered an emergency, and who to contact can be found in your resident handbook provided on the day of move-in.

Yes, we love them! There is a monthly pet rent of £75 per pet, which contributes to the additional communal cleaning and maintenance required. There are some breed restrictions in place, so please contact us for full details. 

We have limited car spaces available, please speak to your property manager to rent. All cars must be registered. When using parking, please properly adhere to all signage located in the street and do not attempt to park in a space allocated to another resident. Any disregard for these rules puts the car owner at risk of a fine.

At Greystar, we are committed to exceptional service, driven by our dedication to meeting the needs of our customers and community through our time, knowledge and experience. We recognise that our residents form the backbone of our communities, and we strive to ensure that every interaction results in a positive customer experience.

However, we understand that there may be instances where you feel your experience has fallen short of expectations. Your feedback is invaluable to us in rectifying any shortcomings and improving our services. We encourage you to share your concerns with us openly and promptly.

For more information on our complaints procedure, please visit

Moving In & Out

Once the application process is complete, reference checks passed, Right to Rent checks carried out, your tenancy agreement is signed, and the funds received, we will then arrange with you a convenient time to meet with you on the day of your move- in to hand over keys, complete a home induction, and help you settle into your new home. 

Should you wish to vacate the property at end of your tenancy we require two months' written notice. Subject to availability, this notice of intent can be cancelled, and you can continue residing in your apartment for another fixed term by signing a renewal.

However, if your apartment has been leased following receipt of your written notice of intent to vacate, we will not be able to receive cancellation. If you wish to move out before the end of your tenancy, an early termination agreement may be agreed with a agreed cost associated to re-lease your apartment early.

We aim for the highest standard of service and quality of product; therefore, we ask that our residents maintain their homes in good condition and leave the property in the same state and condition in which it was received in order to avoid cleaning fees at move-out. Should you have any queries, require any assistance our team will be happy to help. 

No, the cost of the inventory at the beginning of the tenancy and end are covered by us.

If there are any damages to the property picked up by the independent inventory company, you will be asked to cover these charges.

More than just a place to live

More than just a place to live

Join West London’s growing canalside community, where sweeping countryside meets city living. Get in touch to book your viewing today.

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