Residential Handbook

Resident Handbook A guide for your tenancy

Welcome to Marylebone Village We hope you love your new home and enjoy everything that life in Marylebone Village has to offer.

This guide provides helpful information about your new home and what you can expect from us throughout your tenancy. If you have any questions, please don’t hesitate to contact us.

Wishing you all the best as you settle in—welcome to the neighbourhood!

Residential Management Team To stay connected with the local community and happenings in the area, follow Marylebone Village on Instagram and Facebook, or visit marylebonevillage.com where you can also sign up for our regular newsletter.

Contents Welcome to The Howard de Walden Estate .... 02 Key contacts ...................................................... 04 Moving in ............................................................ 06 During your tenancy ...........................................10 Access to your property .................................... 14 Offers & discounts ............................................. 16 Sustainability ...................................................... 18 Health & safety ................................................... 20 Lettings & contract queries ............................. 24 Moving out ......................................................... 26 Feedback, FAQ’s & complaints ........................ 28

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Key contacts

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Your Residential Manager

Maintenance & security

All residents are allocated a dedicated Residential Manager who will be your main point of contact throughout your tenancy.

For any maintenance issues, please contact your Residential Manager first, available Monday to Friday 09:00-17:00.

Your Residential Manager would be delighted to meet with you, and we encourage you to arrange a ‘meet and greet’. To schedule your appointment, simply reply to the welcome email sent by your Residential Manager.

If your issue is urgent and you’re unable to reach them directly, please call our Maintenance Line on

General residential enquiries & lettings If you’d like to:

Refer a friend Upgrade to a larger home Or have any general enquiries

Our in-house Residential Lettings Team is here to help. +44 (0)20 7291 6080 resi@hdwe.co.uk You can also find more information and updates by visiting our website.

Find us online

+44 (0)20 7290 0963 maintenance@hdwe.co.uk For emergency maintenance concerns outside of office hours, please call the same number above— you will be automatically redirected to our out-ofhours team.

Examples of emergency maintenance issues include:

Complete loss of power or electrical failure Severe water leak that cannot be contained Structural collapse or risk of collapse No heating or hot water Security concerns e.g. break-in

If you suspect a gas leak, immediately call the National Grid Gas Emergency Services on +44 (0)800 111 999 (Freephone) Then notify us by calling the maintenance line.

In the event of a fire, theft, or serious accident, please dial 999 to contact emergency services right away.

Utilities contacts

Locked out?

Thames Water Water supply and wastewater services:

During office hours (08:00 - 17:00): Please contact your Residential Manager or call the maintenance line. You will be advised to attend our Head Office at 23 Queen Anne Street, please make yourself known at Reception where you will be directed to our Key Office.

+44 (0)845 920 0800 Westminster City Council Refuse Collection: +44 (0)20 7641 6000 G.Network For tenants with G.Network broadband installed: +44 (0)203 909 4555

Residential Handbook - Key contacts

Outside office hours: +44 (0)20 7290 0963 Please note: A lock‑out charge will apply to cover internal resources—£75 during office hours and £150 outside of office hours.

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Moving in Energy Performance Certificate (EPC) You should have received a copy of your EPC along with your tenancy contract. If you need to access it online, simply enter your postcode on the EPC Register to locate your certificate.

Furniture packages All Howard de Walden homes are offered unfurnished, giving you the freedom to personalise your space with your own furniture. However, if you prefer a ready-to-live-in solution, we’ve partnered with RoomService by CORT to provide stylish, hassle-free furniture packages tailored to your needs.

Find out more about our furniture package options with Roomservice by CORT.

Insurance We take care of insuring the building’s structure. To protect your personal belongings and household items, you will need to arrange your own contents insurance.

Inventory An inventory report will be carried out by LetCheck, an independent third-party company. You will receive your check-in report within 7 days of your tenancy start date. If you have any comments or discrepancies to note, you’ll have 7 days to respond. The report will also include your initial meter readings.

Keys You will be provided three sets of keys as standard when you move into your property. If you require additional copies, please contact your Residential Manager.

If a spare key is available, it can be issued to you free of charge. If no spare is available, your Residential Manager will provide you with a letter of authority to get a new one cut. You can take this letter to Bramah Locks & Alarms, located at: 7 Goodge Place, London W1T 4SF Any additional keys cut using this letter will be at your own expense.

For your safety and convenience, we also securely hold a set of management keys to your home for use in emergencies only or with your prior consent.

Lifts If your building includes a lift, please note that it must not be used for moving in. This helps prevent unnecessary wear and tear and ensures the lift remains safe and fully operational for all residents. Make sure you brief your removal company on this restriction before they arrive.

Register to vote If you’re eligible, we encourage you to register to vote to ensure you can take part in local and national elections.

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Rent Rent must be paid in accordance with the terms outlined in your tenancy agreement. To ensure payments are made on time and to avoid any risk of breaching your agreement, we recommend setting up a standing order with your bank.

Utility bills & council tax To make your move easier, we use Helpthemove to notify utility providers and Westminster City Council of your tenancy. We’ll also submit your opening meter readings on your behalf — so all you need to do is wait for your first bill.

If you haven’t received any utility bills within one month of your tenancy start date, or if you wish to change providers, please contact your Residential Manager.

You’ll receive communication from Westminster City Council to set up your Council Tax payments.

Students and single occupiers may be eligible for a discount or exemption. For advice on exemptions, visit the Westminster City Council website.

Lastly, don’t forget to arrange your TV Licence if you plan to watch or stream live TV. You can find more information on the official TV Licensing website.

Your deposit If you’ve paid a security deposit, it will be held in a government-approved Tenancy Deposit Scheme, as required by UK Law. This ensures your deposit is protected and that any disputes regarding its return are handled fairly, promptly, and at no cost to you.

You’ll receive a hard copy certificate of registration within 30 days of your tenancy start date.

For more details, please visit the official Tenancy Deposit Scheme website.

Any interest accrued during your tenancy will be added to your deposit when it is returned.

Residential Handbook - Moving in

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During your tenancy

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Alterations (including fixing items to walls) No alterations should be made to the property without prior written consent.

If you wish to hang paintings or artwork, please speak with your Residential Manager first. Always use a detector to check for water pipes or electrical cables behind the wall before fixing anything.

At the end of your tenancy, you must “make good” by removing any fixings and filling and sanding holes so they can be easily painted over. Failure to do so may result in a deduction from your security deposit.

Appliances You are responsible for using all appliances in accordance with the manufacturer’s instructions.

Your meet & greet is a great opportunity to learn how the appliances work. If needed, manuals can also be found online by searching the make and model.

We will cover repair costs due to fair wear and tear or appliance faults. However, we reserve the right to charge for repairs resulting from misuse.

Common areas We maintain and clean all shared areas of the building, including any planting such as window boxes.

To comply with fire safety regulations, personal items must not be stored in communal areas unless designated storage (e.g. bike stores) is provided.

If you have any concerns regarding the use of common areas, you must contact your Residential Manager before placing or storing anything there. Failure to do so may result in items being removed without notice and potential charges incurred.

Condensation & ventilation Everyday activities like drying clothes indoors or cooking without using an extractor fan increases moisture in the air, which can lead to condensation.

Condensation can cause mould and damp, so it’s important to keep your home well-ventilated and adequately heated, especially during colder months.

Drains If your toilet, shower, basin, or bath becomes blocked and you’re unable to clear it, we can assist.

However, if the blockage is found to be caused by misuse (e.g. flushing excessive toilet paper, sanitary items, nappies, or food waste including fats and oils), we reserve the right to recover the cost of the repair from you.

Empty premises Please inform us, as soon as reasonably possible, if your property will be unoccupied for more than 1 month.

This helps us manage emergency access and ensures we can contact you if needed.

Residential Handbook - During your tenancy

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Intruder alarms If your property has an intruder alarm and you wish to use it, please speak with your Residential Manager.

These alarms are not connected to emergency services. If you require additional features, your Residential Manager can introduce you to our trusted contractor. Any upgrades will be at your own cost.

Lifts If you experience a lift breakdown or notice any issues, please contact the maintenance team on +44 (0)20 7290 0963.

In an emergency, a lift operative will be dispatched as soon as possible. For non-urgent issues, we aim to have an engineer attend within 48 working hours.

Light fittings & bulbs You are permitted to change light fittings; however, you must inform your Residential Manager and ensure that all fittings are returned to their original state at the end of your tenancy.

You are responsible for replacing pendant light bulbs. For any other lighting that is not easily accessible, please contact your Residential Manager to arrange replacement.

Free fibre broadband As a complimentary perk of being a tenant of The Howard de Walden Estate, we’re pleased to offer 1GB of free broadband in the majority of our properties.

This service is provided in partnership with G.Network, delivering ultrafast, reliable, full-fibre connectivity to help you stay connected with ease.

If you experience any issues with your broadband, please contact G.Network.

Noise Please be considerate of your neighbours. If you experience noise, nuisance, or anti-social behaviour, contact your Residential Manager.

Construction noise is restricted to 08:00 - 18:00 on weekdays and 08:00 - 13:00 on Saturdays, with no noisy work on Sundays or bank holidays.

You can also report disturbances to Westminster City Council’s Noise Team.

Parking A resident parking permit is required to park on the street in Westminster. You can apply online.

Alternatively, contact our Commercial Lettings Team at garages@hdwe.co.uk to enquire about available parking spaces or garages for rent.

Pest control If you suspect a pest issue in your property, please contact your Residential Manager.

We will arrange for our trusted contractor to assist. However, if the issue is found to be due to poor cleanliness, we reserve the right to recover the cost of the call-out.

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Residential Handbook - During your tenancy

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Pets If you wish to get a pet after your tenancy has started, please check with your Residential Manager to confirm whether your property is pet-friendly.

While most of our properties allow pets, some — such as mixed-use buildings — do not. If approved, your pet will be added to your tenancy via an addendum.

Planned maintenance works Our heritage buildings are part of what makes the area so special. From time to time, we carry out planned maintenance to the exterior and common areas to preserve their character and ensure they remain safe, functional and visually appealing.

We will notify you in advance and aim to minimise any disruption.

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Post & parcel delivery Please collect your mail regularly from the communal areas and help us by recycling unwanted or junk mail.

Items left unclaimed for extended periods may be removed and returned to the original sender, as we are unable to store mail indefinitely. At the end of your tenancy, arrange a mail redirection via the Post Office, as we do not forward post.

When ordering parcels, ensure you are home to receive them. The Howard de Walden Estate is not liable for missing parcels left in communal areas.

Recycling & refuse We encourage all residents to recycle by using mixed recycling bags, which can be ordered directly from the Westminster City Council website.

You can also find up-to-date collection times and locations on their site to help you manage your waste responsibly.

Security & community patrols We are committed to making the area a welcoming and secure place to live, work, and visit.

To support this, the Harley Street Business Improvement District (BID), a not-for-profit organisation focused on enhancing the area, conducts regular patrols throughout the day. Their goal is to promote safety, support local businesses, and strengthen the sense of community in the area.

If you witness any antisocial behaviour or criminal activity, please report it to the police. We also ask that you inform your Residential Manager so we can remain aware and take any necessary follow-up actions.

Smoking Smoking (including e-cigarettes and vaping devices) is not permitted in any property, common area, or courtyard owned by the Estate.

Smoking indoors is a serious breach of tenancy and may result in termination of your agreement and charges for remedial works.

Subletting To maintain a safe and respectful community, subletting is strictly prohibited. This includes listing your property on platforms such as Airbnb.

You are welcome to have personal guests, but your tenancy agreement does not permit subletting under any circumstances.

Windows Before your tenancy begins, we will clean all accessible windows inside and out. During your tenancy, you are responsible for keeping them clean where safely reachable.

Inaccessible windows, such as skylights, may not be cleaned before your move-in but are included in our periodic roof maintenance schedule.

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Access to your property Occasionally, we may need to access your property to carry out statutory checks, inspections or maintenance of equipment. We will always provide at least 24 hours notice before doing so.

Certain requirements and emergencies may mean we need to enter the property using managementheld keys. For more details on when access may be necessary, please refer to your tenancy agreement.

Front door fire safety reinspection We carry out an annual inspection of your property’s front door to ensure it meets fire safety standards.

Gas safety & boiler servicing

Electrical & fixed wire testing Electrical inspections are carried out every 3–5 years to ensure your property’s systems are safe.

Testing may involve temporarily disconnecting parts of the system, which we’ll schedule at a convenient time to minimise disruption.

Results are recorded in an Electrical Installation Certificate (EIC), detailing the work, any limitations, and any hazards found. Immediate issues will be fixed on the day by a qualified electrician. If further repairs are needed to meet safety standards, we’ll arrange a follow-up visit and issue a satisfactory Electrical Installation Condition Report (EICR) once complete.

As part of our legal obligations, we conduct annual gas safety inspections and boiler servicing to ensure all gas appliances are operating safely and efficiently.

For your records, copies of your Gas Safety Certificate and the latest EIC/EICR will be included in your welcome email from your Residential Manager. These checks help maintain high living standards and peace of mind for all residents.

You may be contacted up to 2 months before your current gas safety certificate expires to arrange access.

Important: Charging of E-Scooters and similar equipment

If we don’t hear from you within the final month, we may issue a letter with a pre-scheduled appointment and notify you of our intention to use managementheld keys if necessary.

The charging of e-scooters, and similar lithiumpowered equipment is strictly prohibited within all residential properties and communal areas to ensure the safety of the building and residents.

For more details on landlord responsibilities, please refer to the Health & Safety Executive (HSE) gas safety guidance

Contractor identification & safety

Roof & gutter inspections Access to the roof and basement of our buildings will be required for our contractors to complete routine roof and gutter inspections.

If access is required through your property, we’ll contact you in advance to arrange access and minimise disruption.

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All contractors working on behalf of The Howard de Walden Estate carry official identification.

If someone claims to be a contractor and you’re unsure of their identity, do not grant access.

Instead, contact your Residential Manager immediately for verification.

Residential Handbook - Access to your property

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Offers & discounts

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Marylebone Village Privilege Card As a local resident, you can register for a Marylebone Village Privilege Card that gives you 10% off at over 80 shops, bars, restaurants and cafés in Marylebone Village. You’ll also be the first to receive exclusive offers and invitations to the latest events and launches happening in the area.

Find out more

Elmtree by Spacemade Elmtree by Spacemade offers a boutique-style flexible workspace where modern elegance blends with timeless charm. Located in the heart of Marylebone village, this collection of townhouses offers inspiring workspaces that seamlessly fuse stylish interiors with historic character.

Choose from private offices, coworking memberships, day passes, meeting rooms and unique event spaces.

Howard de Walden residents can save 10% on all day passes, and meeting room bookings using the code HDWE10.

If you are looking for a local event space, Elmtree offers a range of great venues available for hire. From intimate gatherings, corporate workshops to large-scale celebrations, the beautifully designed spaces can be tailored to suit your needs.

Fill in the Event Enquiry Form with the discount code HDWE25 (in the info box) to receive 25% off your first event space booking.

AMP Athletic Join AMP Athletic for a complimentary Small Group Personal Training session.

AMP’s Small Group Personal Training classes give you the personal attention of a coach in a friendly, small-group setting. Every session is expertly programmed to build strength, boost fitness, and keep you progressing week after week. Whether you are recovering from injury or feeling strong, they’ll meet you where you are. Visit the gym or email jess@amp.fit and say you’re a new Howard de Walden resident.

Residential Handbook - Offers & discounts

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Sustainability In 2023 The Howard de Walden Estate pledged to reach net zero carbon by 2040, alongside a broader set of sustainability goals. To support you in contributing to this mission, we’ve prepared some suggestions to help you minimise your environmental footprint during your tenancy.

Energy efficiency

Use smart plugs or timers – Automate turning off devices when not in use to reduce unnecessary energy consumption.

Control internal temperatures – Aim to maintain a comfortable indoor temperature between 18°C and 21°C to save energy and reduce heating costs.

Report energy inefficiencies – Notify your Residential Manager if you notice issues such as broken window seals or faulty appliances.

Water conservation

Shorten showers – Even reducing your shower time by a couple of minutes can save significant amounts of water.

Turn off taps – Avoid leaving taps running while brushing your teeth or washing dishes.

Use a washing-up bowl – This helps conserve water compared to running the tap continuously while washing up.

Green energy & appliances

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Switch to a green energy provider – If your utility bills are in your name, consider switching to a renewable energy supplier (look for REGO-certified electricity or RGGO-certified gas).

Use appliances efficiently – Run dishwashers and washing machines with full loads and use eco modes when available.

Unplug devices – Electronics still draw power in standby mode (known as “vampire energy”), so unplug when not in use.

Residential Handbook - Sustainability

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Health & safety

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Accessibility and vulnerable resident support We are committed to ensuring all residents feel safe, supported, and comfortable in their homes. If you or someone in your household has a disability, mobility issue, or other specific needs, please inform your Residential Manager so we can:

Discuss reasonable adjustments, including Personal Emergency Evacuation Plans (PEEPs).

Ensure safe access to your home and shared areas.

Coordinate with contractors to accommodate access needs.

Provide alternative communication formats (e.g. large print, email).

To discuss your needs confidentially, contact your Residential Manager. All information will be handled with care and in line with our privacy policy.

Asbestos management Howard de Walden Estates Ltd is the designated ‘Duty Holder’ under current legislation, responsible for maintaining and repairing the property and managing access. We maintain a Property Asbestos Register, which is updated following inspections and any remedial work, including the removal of asbestos-containing materials (ACMs). This register is available to Residential Managers, Project Managers, and Surveyors, and can be shared with residents upon request.

In the unlikely event that known ACMs are present, the Asbestos Manager is responsible for:

Maintaining and updating the Property Asbestos Register.

Scheduling inspections as recommended by risk assessments.

Reviewing and updating risk assessments.

Acting as the main point of contact for asbestos-related matters.

Responding to advice requests and emergency repairs.

Reporting any asbestos concerns to the Estate/Duty Holder.

Carbon monoxide Carbon monoxide is a colourless, odourless, and tasteless gas that can be fatal when inhaled in large quantities. It is produced when fuels such as gas, oil, coal, or wood do not burn completely.

If you suspect a gas leak or are concerned about the safety of an appliance, act immediately and follow these safety steps:

Move to fresh air right away.

If safe, open all doors and windows to ventilate the property.

Call the National Grid Gas Emergency Services on +44 (0)800 111 999 (Freephone).

Do not smoke, light matches, or use any naked flames.

Avoid turning lights on or off and refrain from using electrical switches or appliances.

If you feel unsafe at any point, leave the property immediately.

If your gas meter is easily accessible and safe to reach, turn off the gas supply using the isolation control valve (rotate 90 degrees).

Contact the Residential Management Team or use the out-of-hours maintenance line so we can arrange for a Gas Safe engineer to assess the situation.

If you begin to feel unwell, seek medical attention immediately and inform your GP or hospital that your symptoms may be related to carbon monoxide exposure.

Residential Handbook - Health & safety

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Fire Safety Fire alarm testing & servicing Your property is equipped with smoke detectors that are either hardwired to the main electrical system or powered by batteries. To ensure they remain in working order, please test your fire alarm monthly by pressing the test button firmly once. If the alarm beeps intermittently or continuously, contact your Residential Manager for assistance. Each week, the Estate’s fire maintenance contractor will carry out a scheduled bell test within your property to confirm the alarm is audible and the system is operating correctly. This will take place at the same time and on the same day each week to minimise any unnecessary disruption.

Fire evacuation procedures Fire evacuation instructions are displayed in the common areas of your building. Unless otherwise specified, the main staircases serve as the primary fire escape routes. To maintain safe access during emergencies:

Keep all emergency staircases and lobby areas clear at all times.

Do not store bicycles, pushchairs, or personal belongings in these areas.

Avoid placing flammable materials in electrical or gas cupboards.

Fire doors must always remain closed.

For more details on fire safety, please refer to the fire safety information available in your building or visit the relevant online resources.

Please take time to read our detailed Fire Safety Information.

Lifts Our engineers carry out monthly maintenance checks on all lifts during working hours, so you may occasionally see them on-site. In addition, a statutory “thorough” or “insurance inspection” is conducted twice a year. If any lift-related equipment (e.g. lift pits or motor rooms) is located within your property, we’ll contact you in advance to arrange access and minimise disruption.

Roof terraces & balconies Some buildings feature decorative ironwork balconies (often called “Juliet balconies”), which are not loadbearing and must not be used under any circumstances. If your tenancy includes access to a roof terrace or balcony, please note:

Permanent or semi-permanent installations (e.g. heavy planters, BBQs, water features) are not permitted without formal consent.

Usage terms will be outlined in your tenancy agreement.

Always check with your Residential Manager before placing items like pots or planters.

Any approved items must be removed when you vacate the property.

Water Water hygiene Your property receives mains cold drinking water through copper pipework, which is safe to consume. If the water isn’t cold initially, let it run for a short time to resolve the issue. If you’ve been away, such as on holiday, please run all taps for 2–3 minutes upon your return and refill kettles and water filters with fresh water.

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Water hygiene management Water tank inspections are carried out every six months, with annual cleaning performed by our appointed contractor. If access through your property is required, we will contact you in advance to arrange a suitable time.

Please note that inspections and cleaning may occasionally lead to further maintenance work. We always aim to minimise disruption, and if any interruption to your water supply is expected, you will be given appropriate notice.

Water safety To help prevent the growth of Legionella bacteria, it’s important to run both hot and cold taps regularly especially after periods when the property hasn’t been used.

If you notice any leaks or signs of water damage, please report them to us as soon as possible so we can address the issue promptly and prevent further complications.

Incident reporting procedure We are dedicated to ensuring a safe and secure environment for all residents. If you witness or are involved in an incident that impacts health, safety, or property, please follow the steps below to report it promptly and effectively.

Examples of incidents to report:

Accidents or injuries in shared/common areas.

Near misses (events that could have caused harm but didn’t).

Unsafe conditions (e.g., loose handrails, faulty lighting, blocked exits).

Security concerns or suspicious behaviour.

Fire, gas, or electrical hazards.

How to report an incident: During Office Hours (Monday to Friday, 08:00–17:00): Contact your Residential Manager directly and provide the following details:

Your name and property address.

Date and time of the incident.

A clear description of what occurred.

Any supporting evidence (e.g., photos, videos), if available.

What happens next?

Your report will be logged and reviewed by our team.

Urgent matters will be prioritised and addressed immediately.

Non-urgent issues will be scheduled for follow-up or inspection.

We may reach out to you for additional information if needed.

All reports are treated with confidentiality and handled discreetly.

Residential Handbook - Health & safety

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Lettings & contract queries Residential lettings enquiries Whether you’re looking to refer a friend, upgrade to a larger home, or have a general enquiry, our in-house Residential Lettings team is here to help.

+44 (0)20 7291 6080 resi@hdwe.co.uk

Refer a friend We’re pleased to offer a referral scheme as a thank you to our current residents for any successful referrals. For more details, please contact the Residential Lettings team.

Changes under the Renters Rights Act From the 1st May 2026 and the introduction of the Renters Right Act, tenancies that were previously Assured Shorthold Tenancies (ASTs) have become periodic, meaning they now continue on a month-tomonth basis. Renewal is no longer required.

Any rent adjustments will be communicated via a Section 13 notice.

If you hold a Contractual Tenancy Agreement, you may still be eligible for renewal. Our Renewals Manager will be in touch two months before your tenancy ends to discuss your options.

For any questions about your tenancy or contract type, please contact the Residential Lettings team.

Changes to your contract If you need to make changes to your tenancy agreement, such as updating the name of a tenant, please contact your Residential Manager to request approval.

In such cases, the new tenant will need to undergo referencing before being added to the contract.

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Residential Handbook - Lettings & contract queries

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Moving out

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How to end your tenancy To end your tenancy, please notify your Residential Manager in writing, in accordance with the notice period stated in your contract. In most cases, this will require 2 months’ written notice.

Before you move out Please ensure the following steps are completed before your tenancy ends:

Complete the check-out checklist provided by your Residential Manager.

Set up mail redirection via the Post Office. We are unable to collect or forward mail once you have vacated.

Cancel your standing order to avoid rent payments continuing after your move-out date.

On the last day of your tenancy When vacating the property, please ensure that you:

Return the property in its original condition, including all original fittings.

Please ensure the property is cleaned to a domestic standard and returned in the same condition in which it was received.

Remove all personal belongings. We may deduct reasonable costs for removal and disposal of any items left behind.

Do not use the lift to transport furniture, boxes, or other items during your move.

Submit final meter readings to your utility providers and ensure they have your new forwarding address.

Note that your final meter readings will also be included in the inventory check-out report, which will be sent to you shortly after you vacate.

Inform us of any breakages or faulty equipment.

Return all keys to our office at 23 Queen Anne Street, including any additional sets issued during your tenancy. If all keys are not returned, we may deduct the cost of replacing locks and issuing 4 new keys from your deposit.

After you have moved out Once you have vacated, your Residential Manager will:

Arrange for an independent inventory check-out to be completed by LetCheck, a third-party provider.

This report will compare the condition of the property at check-in and check-out and will be shared with you within 7 days.

Conduct a post-vacation inspection to assess the property’s condition and determine if any deductions apply.

Provide a breakdown of your deposit return, including any applicable deductions or credits. Once agreed, your deposit will be returned.

If you disagree with any deductions and cannot reach an agreement with your Residential Manager, the matter will be referred to the Tenancy Deposit Scheme (TDS). A mediator will review evidence from both parties and determine a fair outcome. Funds will be released accordingly.

Residential Handbook - Moving out

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Feedback, FAQ’s & complaints Feedback We want your experience of living in Marylebone Village to be exceptional. Your feedback helps us understand what we’re doing well and where we can improve.

We conduct an annual satisfaction survey, and the insights we gain are invaluable in helping us monitor and enhance our service. In addition to this, we welcome your thoughts and suggestions at any time.

Please feel free to share your feedback by emailing us on: feedback@hdwe.co.uk

Frequently Asked Questions We hope this guide answers most of your questions. If you still need assistance, please visit the Frequently Asked Questions section on our website.

Complaints While we strive to deliver excellent service, we understand that things can occasionally go wrong. If they do, we are committed to resolving issues quickly and using the experience to improve.

We define a complaint as any expression of dissatisfaction where we, or one of our partners, may have failed to meet our service commitments, resolve an issue, or fulfil a promise.

Visit our Complaint Handling Procedure.

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Residential Handbook - Feedback, FAQ’s & complaints

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Contact Information The Howard de Walden Estate 23 Queen Anne Street London W1G 9DL Maintenance: +44 (0)20 7290 0963 Residential lettings enquiries: +44 (0)20 7291 6080 hdwe.co.uk