Question 1

How quickly can you visit my property?

Accepted Answer

Most areas have slots available within 2–3 working days. Out-of-hours visits (before 9am or after 6pm Mon–Sat, and Sundays 10am–5pm) carry a 25% surcharge.

Question 2

What are your working hours?

Accepted Answer

Standard hours are 9am–6pm Monday to Saturday. Out-of-hours slots are available 6am–8pm Mon–Sat and 10am–5pm on Sunday for a 25% surcharge.

Question 3

Can I reschedule or cancel?

Accepted Answer

Yes — up to 48 hours before the visit, free of charge. Go to your portal, open the booking and tap Reschedule or Cancel. Inside the 48-hour window, call us on the number in your confirmation email.

Question 4

Do I need to be at the property?

Accepted Answer

Not necessarily. Add access instructions when you book (key safe code, agent contact, tenant phone). You can also share the appointment details with the tenant directly from the booking form.

Question 5

How do I pay?

Accepted Answer

You can pay by card at checkout, by cash on the day, or by redeeming a pre-paid package. Card payments are processed securely via Stripe.

Question 6

Do you offer packages or bulk discounts?

Accepted Answer

Yes — visit /packages to see current bundles (e.g. EPC + Inventory + Photography). Packages are pre-paid and can be redeemed against any future booking.

Question 7

When will I receive my invoice?

Accepted Answer

An invoice is generated automatically after the visit. You can download it any time from your portal under the booking, or from the email confirmation.

Question 8

Are out-of-hours visits charged extra?

Accepted Answer

Yes — visits outside our standard 9am–6pm Mon–Sat window have a 25% surcharge applied automatically at checkout.

Question 9

How long is an EPC valid for?

Accepted Answer

An Energy Performance Certificate is valid for 10 years. You'll need a new one when re-marketing the property to let or sell after expiry, or after significant energy-related works.

Question 10

How often does PAT testing need to be done?

Accepted Answer

There's no legal fixed interval, but landlords are expected to ensure portable appliances are safe. Industry guidance recommends annual PAT testing for rental properties.

Question 11

What is an EICR and how often is it needed?

Accepted Answer

An Electrical Installation Condition Report (EICR) is a legal requirement for rental properties in England every 5 years (or sooner if recommended).

Question 12

Do I need an inventory by law?

Accepted Answer

An inventory is not strictly required by law, but without one it's very difficult to make deposit deductions through the TDS, DPS or MyDeposits schemes. A professional inventory is the strongest evidence at dispute.

Question 13

When will I receive my certificate or report?

Accepted Answer

EPCs and PAT certificates are typically issued within 24 hours of the visit. Inventories with photographs are usually delivered within 48 hours. You'll get an email when each report is ready in your portal.

Question 14

Where do I download my reports?

Accepted Answer

Sign in to your portal, open the property, and download from the Documents panel. Links are secure and time-limited.

Question 15

Can I see an example inventory before booking?

Accepted Answer

Yes — view our sample inventory report at /samples/inventory-report to see the level of detail included.

Question 16

Are reports recognised by lodgement schemes (TDS, DPS, MyDeposits)?

Accepted Answer

Yes. Our inventory reports are designed as evidence for tenancy deposit schemes and are widely accepted as the basis for fair deductions.

Question 17

How do I sign in to my portal?

Accepted Answer

After your first booking we email a one-click magic link. You can also visit /auth/login and use Forgot password to set a password if you prefer.

Question 18

I never got my magic link — what now?

Accepted Answer

Check your spam folder. If it's not there, go to /auth/login → Forgot password to set a password, or reply to your booking confirmation email and we'll help.

Question 19

Can my tenant see the booking?

Accepted Answer

Optionally — when you book, tick 'Share with tenant' and enter their email. They'll receive the appointment details and calendar invite directly.

Question 20

How is my data handled?

Accepted Answer

We're GDPR-compliant. Documents are stored privately and only accessible via signed, time-limited links to you and our staff. See our Privacy page for full details.

How can we help?

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