A better renting experience (what to expect)
| What you care about: | What Lean does: |
|---|---|
| Getting a response | Clear contact routes and predictable updates, so you’re not left chasing. |
| Emergency help | Urgent issues can be reported 24/7, so you’re not handling serious problems alone. |
| Repairs that don’t drag on | Sensible triage (safety/damage first) and proper coordination to move things forward. |
| Respect for your home | Professional contractors who arrive as agreed and treat your home properly. |
| Fewer surprises | Clear process for move-in, inspections, renewals, and move-out, so you know what to expect. |
| Easier admin | Digital applications, referencing, and e-signing where available. |
| Fewer disputes | Clear records of issues raised, actions taken, and key documents. |
| Deposit peace of mind | Deposits are protected in a government-approved scheme when required, and you should receive the prescribed information. |
| Better standards | Homes managed with care, with issues addressed before they escalate where possible. |
| Finding a home | Register your requirements (area/budget/move date), and you’ll hear when a suitable property becomes available. |
FAQ's
How do I report repairs in my London rental?
Use the reporting method provided in your tenancy welcome info; you’ll receive confirmation and updates so you’re not guessing what happens next.
What counts as an emergency repair?
Anything that risks safety or major damage (e.g., serious leaks, electrical hazards, loss of heating/hot water in cold periods); if in doubt, report it as urgent.
Do you handle emergencies out of hours?
Urgent issues can be reported 24/7 so you can get help when it matters.
How long should a landlord take to do repairs?
There’s no single fixed timeframe—repairs must be done within a “reasonable” time, depending on how serious the issue is.
Can I withhold rent if repairs aren’t done?
Generally, you should keep paying rent and follow the proper reporting/escalation route; if you’re stuck, get independent advice (e.g., Shelter/Citizens Advice).
Who is responsible for repairs—tenant or landlord?
Landlords are responsible for many key repairs and keeping the home safe; tenants are responsible for reporting problems and allowing access for inspections/repairs.
Will you keep me updated about maintenance?
Yes—expect clear progress updates, next steps, and practical timelines where possible.
Is my tenancy deposit protected?
If you’re on an assured shorthold tenancy that started after 6 April 2007, your deposit must be protected in a government-approved scheme, and you must be told which scheme it’s in.
Which deposit protection schemes are used in England & Wales?
Government guidance lists the approved schemes (Deposit Protection Service, MyDeposits, and Tenancy Deposit Scheme).
What if I think my deposit wasn’t protected?
You can check whether it should have been protected and what to do next via Citizens Advice guidance.
I’m moving in—what’s the process like?
Streamlined onboarding (digital application/referencing/e-
I’m moving out—how do you reduce end-of-tenancy disputes?
Clear records, documented maintenance history, and a structured move-out process help avoid misunderstandings.