Customer FAQs

Customer FAQs

We believe in being clear and transparent about how everything works when you rent a home from Quintain Living - it's a new way of renting after all. Here's some answers to the top frequently asked questions. 

Your utility charges include electricity, heat and water, which will include the costs of cold water, hot water, heat and wastewater.

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We’ll do the legwork for you and take payment in the same Direct Debit as your rent. Your rent and any other payments will all be taken in one Direct Debit payment.

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It depends on where you live. Montana/Dakota/Alto/Landsby: We’re working with our electricity, heat and water suppliers to obtain your meter readings remotely. At the moment there are some meters such as the heat and electricity that are located within the apartment, so monthly we will be in contact to ask you to submit an image of the meter readings. All other buildings: We’ll take care of this for you. Your meters are connected to a central system, which we can access remotely.

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We’ll bill you based on exactly how much electricity and water you use. You’ll be charged in pence per unit (kWh) of fuel for electricity/heat, with a daily metering charge in pence per day as set out in your tariff. For water, you'll be charged in pounds per unit of water (m3) with a daily metering charge in pence per day as set out in your tariff. VAT on domestic energy is charged at 5% and water is 0%. You can receive a copy of your bill by setting up an account at [weblink]. It will be emailed to you each month. You can also log on to the utilities portal to access all of your bills and usage at any time.

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To give you visibility of your usage, you can sign up to the Quintain Living utilities portal. We'll share a link to this when you come to renew your tenancy. Make sure to use the same email address you have previously shared with us. You’ll then receive a copy of your bill by email each month, and quarterly updates on any changes to your future payments based on your usage. You can also log on to the utilities portal to access your usage statement at any time.

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No, you can't choose your own suppliers, but unlike domestic energy suppliers that you’ll find on comparison and direct websites, we buy utilities in bulk so are able to offer you the best deal. Each property is then sub-metered, enabling us to measure and recharge for exactly what you use. If you want some more details on how we source our utilities, just let us know.

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Your affordability and referencing checks will assess whether you are able to afford the headline rent amount.

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The energy and water usage for your apartment will be taken as part of your single rent and utilities Direct Debit payment. You’ll need to settle up any costs among your flatmates separately.

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We like a good deal as much as you. That’s why we benchmark against the equivalent best fixed tariffs from energy suppliers across the UK electricity market. We set your electricity tariff at, or below, the best tariff from these suppliers. You therefore get the benefit of switching to the best tariff each year, without any of the hassle. We do it all for you. You can be confident that your total utility bills will not be more than if you were paying the heat and water suppliers directly and had got the best electricity tariff in the market.

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The existing light bulbs are energy efficient. However, you are permitted to change them during your tenancy. Please replace the original bulbs when you leave. 

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