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Guide to leasing
FAQs
General
Who is my Customer Engagement Manager and what are they there to do?
Every property has a dedicated Customer Engagement Manger who is there to help our customers (and potential customers) with any questions they might have. They are also responsible for handling leasing enquiries, whether that relates to new customers or existing customers seeking to renew their tenancy. They can also help answer any other questions you might have about our properties.
You can get in touch with your Customer Engagement Manager directly if you have already met them, otherwise the best way to reach them is by sending us a message or calling us on 0800 122 3330.
How can I make a complaint?
If you have a complaint please complete the customer enquiry form. We take complaints very seriously, and will endeavour to respond to any issues raised within 5 business days.
Can I make alterations to the property?
Standard Lease: Structural alterations are prohibited. Non-structural alterations may be permitted but require Landlord’s consent, which is not to be unreasonably withheld. Any alterations must be documented by a licence for alterations. All associated professional fees incurred by us in approving changes will be payable by the customer.
Smart Lease: Alterations are not allowed without written permission. Therefore, if you need to make a change then please complete the customer enquiry form or by speaking to your Customer Engagement Manager on 0800 122 3330.
I want to use the property for a different use – is this possible?
The Landlord’s consent is normally required for any change of use. Planning consent may also be required and you must make your own enquiries of the local authority as to whether this is the case. If a planning application is required, this will be your responsibility. In the first instance we suggest you get in touch with us by completing the customer enquiry form or by calling us on 0800 122 3330 and asking for your Customer Engagement Manager.
I have an issue with another customer on the estate – what should I do?
We understand that from time to time we can’t all get on. Should a situation arise please contact your Customer Engagement Manager by completing the customer enquiry form or by calling 0800 122 3330 and we will advise on the best course of action.
What are my responsibilities under the lease?
Standard Lease: Please refer to the ‘Tenant Covenants’ clause within your lease. You can request a copy of your lease by completing the customer enquiry form or by contacting your Customer Engagement Manager.
Smart Lease: Please refer to the ‘Your Responsibilities’ section within your Smart Lease Tenancy Agreement. You can request a copy of your lease by completing the customer enquiry form or by contacting your Customer Engagement Manager.
My landlord has requested to enter my property, are they allowed to?
The Landlord and those authorised by the Landlord have the right to enter the property for the purposes detailed within your lease, such as to assess the condition of the property or to undertake insurance valuations.
We will endeavour to provide at least 48 hours’ notice unless urgent access is required for emergencies.
Who is the Property Manager for my property and how do I contact them?
Every property has a dedicated property manager, who will regularly be on site. If you want to speak to them then please contact them directly, by completing the customer enquiry form or phone us on 0800 122 3330.
Who is my landlord and how do I contact them?
Your Landlord is Indurent, and you can contact us by completing the customer enquiry form or by calling us on 0800 122 3330.
We sometimes hold our properties in different company names, so the name of the Landlord on your lease may differ (e.g. Industrials UK LP, or Stenprop Idustrials 3 Limited).
Indurent is a trading name of Stenprop, a property company listed on the London and Johannesburg Stock Exchanges.
Insurance
What is the excess on an insurance claim?
In the event of each and every individual insurance claim being made, you will be responsible for payment of an excess, which is between £0 and £1,000 depending upon the type of claim. Full details of the excesses payable are detailed on your insurance policy, a copy of which can be requested from your Property Manager, calling us on 0800 122 3330 or by completing the customer enquiry form.
How do I make a claim against the Landlord’s buildings insurance policy?
Please complete the customer enquiry form or call your Customer Engagement Manager on 0800 122 3330 immediately if you wish to make, or believe you may be entitled to make, a claim under the building insurance.
What is covered by the buildings insurance?
The Buildings Insurance typically covers losses associated with defects, damage, terrorism, flooding, subsidence and other unforeseen and accidental issues which impact upon the building. In most instances it only covers the cost of repairing damage incurred to the building, and as a result does not cover losses associated with the contents damaged or lost as a result of a claim. We therefore highly recommend that all of our customers take out appropriate contents insurance for their possessions.
A copy of the policy is available on request from your Customer Engagement Manager, by completing the customer enquiry form or by calling 0800 122 3330.
How much is the insurance premium and how is this paid?
Standard Lease: The insurance premium for the estate is apportioned on a floor area basis. This varies for each estate. Please complete the customer enquiry form if you would like to see a break down of how this is calculated. The insurance policy is renewed annuals, and hence is subject to change from time to time. We use our size and buying power to secure our customers comprehensive cover at the lowest possible price, and pass it on directly without any additional commissions or charges.
Smart Lease: The insurance premium payable on your unit is fixed at the time you take your lease, subject to 3% annual increases. Any changes to the cost of the insurance will therefore be covered by Indurent during the term of your lease. No surprises.
Who is responsible for insurance?
Standard Lease: The Landlord is responsible for insuring the building against damage, destruction, fire, flood and terrorism and will recover the cost of this from you each year. If you would like to request a copy please contact your Customer Engagement Manager, complete the customer enquiry form or call us on 0800 122 3330. Unlike many landlords, Indurent does not charge a premium or commission for insuring your property.
You are responsible for all other insurance, including (for example) contents, business interruption, public liability, employer’s liability, directors & officers insurance etc.
Smart Lease: The Landlord is responsible for insuring the property against damage, destruction, fire, flood and terrorism, and the cost of this is fixed at the point you take your lease (subject to annual increases of 3%). If you would like to request a copy of the insurance policy please contact your Customer Engagement Manager, complete the customer enquiry form or call us on 0800 122 3330.
You are responsible for all other insurance, including (for example) contents, business interruption, public liability, employer’s liability, directors & officers insurance etc.
About my lease
Who is my landlord and how do I contact them?
Your Landlord is Indurent, and you can contact us by completing the customer enquiry form or by calling us on 0800 122 3330.
We sometimes hold our properties in different company names, so the name of the Landlord on your lease may differ (e.g. Industrials UK LP, or Stenprop Industrials 3 Limited).
Indurent is a trading name of Stenprop, a property company listed on the London and Johannesburg Stock Exchanges.
Where can I find a copy of my lease?
Standard Lease & Smart Lease: You were provided with a hard copy and normally also a digital copy of your lease when you moved in. If you can’t find this then it’s not a problem, please contact your Customer Engagement Manager or by completing the customer enquiry form and we will send you a copy.
Can I extend my lease?
We would be happy to discuss this with you. Please contact us by completing the customer enquiry form or if you wish to speak to us directly please call 0800 122 3330 and ask to speak to your Customer Engagement Manager.
Can I end my lease?
Standard Lease: If your lease has come to an end, or you have a break option you wish to exercise, then please write to us at Indurent, 180 Great Portland Street, London W1W 5QZ to let us know. The notice period and term we require for any break notice to be valid is detailed within your lease.
Smart Lease: If your lease has come to an end, or you have a break option you wish to exercise, then please complete the Customer Exit Form and email it to us at help@indurent.com. The notice period we require for this is detailed within your lease.
Can I sub-let my unit?
Standard Lease & Smart Lease: Please refer to the terms of your lease. If permitted, Landlord’s written consent will be required. Please get in touch to discuss this with us by completing the customer enquiry form or call us on 0800 122 3330 and ask to speak to your Customer Engagement Manager.
Can I assign my lease?
Standard Lease: Please refer to the terms of your lease. If permitted, Landlord’s written consent will be required. Please get in touch to discuss this with us by completing the customer enquiry form or call us on 0800 122 3330 and ask to speak to your Customer Engagement Manager.
Smart Lease: No, assignments are not permitted under the terms of your lease. However, if you have a specific issue you wish to discuss please email us by completing the customer enquiry form or call us on 0800 122 3330 and ask to speak to your Customer Engagement Manager.
My lease has expired / is expiring but I want to stay in occupation – what should I do?
Standard Lease: If you wish to remain in occupation we will require you to sign a new lease. Please get in touch with us by completing the customer enquiry form or call us on 0800 122 3330 and ask to speak to your Customer Engagement Manager to discuss your options.
If you occupy a property in Scotland, under Scottish Law either party can end the lease on the lease expiry date by giving 40 days notice. If neither party serves notice before the end of the lease then it will automatically continue for a further year on identical terms.
Smart Lease: You need to take a new lease then please get in touch with us by completing the customer enquiry form or call us on 0800 122 3330 and ask to speak to your Customer Engagement Manager.
If you occupy a property in Scotland, under Scottish Law either party can end the lease on the lease expiry date by giving 40 days notice. If neither party serves notice before the end of the lease then it will automatically continue for a further year on identical terms.
I need a smaller / larger unit – what should I do?
If you need more / less space we would be happy to discuss your requirements. Please email us by completing the customer enquiry form or call us on 0800 122 3330 and speak to your Customer Engagement Manager to discuss how we may be able to help.
Rent
How can I check how much rent I owe?
Standard Lease & Smart Lease: We will endeavour to invoice you for all sums owed to us, promptly and accurately. Alternatively, please email help@indurent.com or call us on 0800 122 3330 and ask to speak to our Accounts team. We are happy to send you a copy of any documents your require, including a copy of your lease, rent payment history, outstanding payments or future rent payments.
How can I check when my rent is due?
We will endeavour to invoice you for all sums owed to us, promptly and accurately. Alternatively, please email help@indurent.com or call us on 0800 122 3330 and speak to our Accounts team to discuss what is owed and when.
Where can I get a copy of my invoice?
We will endeavour to invoice you for all sums owed to us, promptly and accurately. Alternatively, please email help@indurent.com or contact us on 0800 122 3330 and speak to our accounts team to receive a copy of any invoices your require.
How do I pay my rent?
Your rent is payable directly to us by BACS. Our bank details were provided when you took your lease, but if you can’t find them then please emails us at help@indurent.com or call us on 0800 122 3330 and speak to our Accounts team and we’ll send them to you.
How often do I have to pay my rent?
Standard Lease: Please refer to your lease for your rent payment due dates.
These are usually quarterly in advance (on 25th March, 24th June, 29th September and 25th December) or monthly in advance on 1st of the month.
Smart Lease: Your rent is normally paid monthly in advance on the business day before your lease started, but please check your lease to be sure.
Is it possible to change my rent payment due dates?
Rent is due either monthly or quarterly in advance as per the terms of your lease. It is not usually possible to change the rent payment dates. However, if there are extenuating circumstances please contact your Customer Engagement Manager on 0800 122 3330 or email us immediately so that we can discuss your request.
Who can I speak to regarding rent / invoicing queries?
If you have any queries regarding rent invoices please contact our accounts team on help@indurent.com or call 0800 122 3330.
Please have your tenant reference or invoice number to hand.
I am in financial difficulty – what should I do?
If for any reason you cannot meet any of the payments due under the terms of your lease, or think there is a chance you may not be able to do so in future, please get in contact with your Customer Engagement Manager immediately on 0800 122 3330.
Deposit
How much deposit have I paid?
Standard Lease: If you have paid a deposit the amount will be stated in your lease or on the rent deposit deed (if applicable). If you can’t find this or wish to know the balance, please contact your Customer Engagement Manager or complete the customer enquiry form and we will send you a copy.
Smart Lease: If you have paid a performance deposit the amount will be stated in your lease or on the rent deposit deed (if applicable). If you can’t find this or wish to know the balance, please contact your Customer Engagement Manager or complete the customer enquiry form and we will send you a copy.
When will my deposit be returned?
We will hold the deposit for the duration of your lease. Once you vacate it will be returned to you (less any money you still owe us as per the terms of your lease). If you are awaiting a deposit then please get in touch via the customer enquiry form or speak to our accounts team on 0800 122 3330 and have your bank details to hand so we know where to transfer the money back to.
What happens to interest earned on my deposit?
Any interest accrued will be returned to you when the deposit is repaid.
Service/facilities charge
What is a Fixed Maintenance Charge?
At Indurent we charge a fixed maintenance charge on our internal repairing and insuring leases. This allows customers to forecast where their costs are going to be over the course of their lease, typically this charge increases by 3% per annum. The Fixed Maintenance Charge is established by reviewing the last 3 years’ service charge budget performance.
How does my maintenance and service charge work?
Our units typically form part of a shared parade set within a shared estate. The common areas (such as central car parking, street lighting, landscaping and gritting) are tended to via contributions from our customers – this is paid via contributions toward the Service Charge or Fixed Maintenance Charge.
My service charge has increased – why?
Standard Lease: The Service Charge will be variable from year to year depending on the costs the property owner incurs in maintaining the common parts. We are obligated by the Royal Institution of Chartered Surveyors to keep expenditure under constant review in order to identify any unforeseen variances and endeavour to notify occupiers of any significant material changes as soon as possible. However, from time to time this is not possible, and hence service charges can go up (and down) as costs vary.
Smart Lease: The Facilities Charge on your estate is fixed at the time you take your lease, and increases each year by a fixed amount as detailed in your lease. This is to allow for cost inflation insured by us in the management of your property.
I have paid my service charge invoices but have received an invoice / credit note for a ‘balancing charge’ – what does this mean?
Standard Lease: The Service Charge that you pay throughout the Service Charge year is an interim payment. The Service Charge budget is set at the start of the year by estimating future expenditure over the next 12 months. At the end of the year the actual expenditure is calculated and finalised after the completion of the service charge accounts. The service charge accounts will compare the amount budgeted for the year with the amount actually spent. If the actual is more than the budget then a deficit be produced, if less is spent than budgeted, there will be a surplus. The accounts are audited in compliance with guidance produced by the Royal Institution of Chartered Surveyors.
If there is a deficit or surplus the amount will be apportioned between all occupiers and invoices / credit notes will be sent out accordingly.
Smart Lease: All costs associated with maintaining your estate are included in your Facilities Charge, so no additional service charge payments or reconciliations will need to be made. No Hassle. No Surprises.
Why do I have to pay a service / facilities charge and what does it include?
The purpose of the Service/Facilities Charge is to pay for maintenance and repairs to the common areas at your property, including the exterior of the buildings if you have signed an Internal Repairing and Insuring Lease. Typical costs include maintenance of roads, ad hoc repairs, gritting, CCTV, signage and labour. The cost of managing the maintenance is also included.
Where you pay a Facilities Charge the cost of this is fixed for the term of your lease (subject to annual fixed increases). Where you pay a Service Charge the cost is calculated annual, with any over or under spend invoices/credited back to the customers on the estate.
How much is the service/facilities charge?
Standard Lease: If your property operates under a service charge regime you will be provided with a Service Charge budget at the start of each Service Charge Year. This will include the apportionment applicable to your unit. At the end of the year the total amount spent will be compared to the budget and you will be invoiced or refunded the difference. The Service Charge will be variable from year to year depending on the actual costs the landlord incurs.
If you require a copy of the budget please contact us on help@indurent.com.
Smart Lease: If you pay a Facilities Charge then you will pay a fixed sum to the Landlord towards repairs and maintenance. The Landlord will be liable for any profit/loss over and above the amount paid, and for any variation from year to year.
The Service or Facilities typically equals around 10-20% of the annual rent.
Building repairs
What is a Fixed Maintenance Charge?
At Indurent we charge a fixed maintenance charge on our internal repairing and insuring leases. This allows customers to forecast where their costs are going to be over the course of their lease, typically this charge increases by 3% per annum. The Fixed Maintenance Charge is established by reviewing the last 3 years’ service charge budget performance.
How does my maintenance and service charge work?
Our units typically form part of a shared parade set within a shared estate. The common areas (such as central car parking, street lighting, landscaping and gritting) are tended to via contributions from our customers – this is paid via contributions toward the Service Charge or Fixed Maintenance Charge.
What liability for maintenance and repairs do I have?
Standard Lease: Your repairing obligations are set out in your lease. Please refer to ‘tenant’s covenants’ and ‘repairing obligations’. These vary from lease to lease but if you have a Fully Repairing and Insuring lease, your responsibilities will typically include:
- Repairs to the exterior and interior of the property, including the structure, external and internal cladding, roof, roller shutter door/s and all pedestrian doors.
- Internal and external decoration
- Maintaining, serving and repairing all services within the unit.
- Landlord fixtures and fittings (including boilers and heaters).
- Testing all services as per current legislation.
- Any repairs or maintenance required.
- Fire Risk Assessment
Please note that this list is not exhaustive and is set out to provide guidance. Please read our helpful guide for more detail however please refer to your lease for your full repairing obligations.
Smart Lease: Ordinarily Smart Leases are ‘Internal Repairing and Insuring’ only, which means you are not responsible for any external maintenance or repairs. However, you are required to keep the inside of the property in a good state of repair during the term of your lease, and you are responsible for any damage (whether internal or external) caused by you or your visitors.
Unless your lease is inclusive of dilapidations, at the end of your lease you will be required to carry out whatever works are required to return the property to a ‘good and substantial repair and condition’. This is not necessarily the same as the condition of the premises when you took it (unless you have a Schedule of Condition attached to the lease), and so it is important to understand what may be required of you when you leave prior to signing your lease. Indurent offers the option of a lease where dilapidations are not required, and so you are free to leave without undertaking any repairs at lease expiry. For more information please see our guide on dilapidations, or get in touch with us by email or on 0800 122 3330.
I have a problem with my property – what should I do?
If a problem occurs that you consider to be the responsibility of the Landlord, or for which you need some help, then this should be reported to help@indurent.com or by calling your Customer Engagement Manager on 0800 122 3330.
What are dilapidations and why should I pay for them?
Standard Lease: Dilapidations refer to works required to the property by you under the terms of your lease during occupation or when the lease ends.
Unless you have a schedule of condition, you are normally obliged under the terms of your lease to keep your unit in a good state of repair and return it to us as such at the end of your lease. If you return your unit to us in poor condition, with belongings inside or your fixtures and fittings still in place, and we believe that your repairing obligations have not been met, we are entitled to serve a schedule of dilapidations on you. This identifies the relevant lease obligations and any breaches of those obligations. It will set out any remedial works that are required to rectify the breaches and the cost to undertake those works. We will seek to recover this cost from you so that we can return the unit to the condition you were obliged to keep it in.
The surveyor’s fee for preparing and serving the schedule is also payable by you.
Smart Lease: Under the terms of your lease you may not required to undertake any dilapidations, other than in relation to any damage caused by you or the cost of removing any of your fixtures and fittings at the end of your lease (if you have not already done so). Please contact your Customer Engagement Manager if you are unsure as to whether you are required to undertake dilapidations at the end of your lease.
Read more about dilapidations in our guide.
I have received a Schedule of Dilapidations – what should I do next?
Please contact the surveyor as detailed within the Schedule if you have any queries or to arrange payment, or contact us on help@indurent.com or 0800 122 3330 to speak to your Customer Engagement Manager.
What are dilapidations and how much will they cost me?
Standard Lease: A dilapidations claim will be brought by a Landlord against a Tenant in the event that the state of the repair/condition of a building is less than that required under the terms of the lease. Typically this happens at the end of the lease when the tenant is seeking to move out, but it can also happen during the term of a lease if the Landlord believes the Tenant is not adequately maintaining the property in line with their obligations. A failure to meet these obligations is a ‘breach of lease’, and hence the Landlord is able to bring a claim. A typical dilapidations claim will cover all the works required to rectify the breach, including any repairs, maintenance or replacement of fixtures and fittings that the Landlord believes are required. The cost of preparing, serving and negotiating the dilapidations claim is usually included as a cost to the tenant. Claims are negotiable, and in most instances can be settled by the tenant undertaking the works required to an agreed standard and specification, or by way of financial payment.
There is no such thing as a ‘standard claim’ under dilapidations as different tenants maintain their buildings to different standards. However, the Royal Institution for Chartered Surveyors (RICS) estimates that the average claim against an industrial tenant is £7.27 per square foot of their demise (see https://www.ibblaw.co.uk/insights/blog/dilapidations-uncovered). This can be a very significant amount of money, so we recommend that you take this into consideration when budgeting the cost of taking a property. For more information please see the RICS website (https://www.rics.org/uk/tag/dilapidations/).
Smart Lease: Under a Smart Lease you may not be liable for dilapidations, although you are required to repair any damage you have caused to the property. If you are unsure as to whether dilapidations apply to you then please refer to your lease or contact your Customer Engagement Manager on 0800 122 3330.
More information on dilapidations can be found on our dilapidations guide.
Utilities charges
What are the benefits of Indurent supplied fixed price tariffs?
a) A hassle free service managed on your behalf
b) Fully tendered and competitive pricing using our ability to purchase energy at scale
c) 12month fixed rate providing cost certainty over the period
d) Renewable sourced energy via a green REGO backed contract where possible
e) Flexibility to terminate at your energy at lease end
How will the Energy Relief Bill Scheme announced by the government work?
Whilst the details of the scheme are still emerging, we understand that it will cover most non-domestic supplier in England Scotland and Wales where fixed contracts were entered before the 1 April 2022. The support will last for 6 months commencing 1 October 2022. Fixed contracts will have a cap level equivalent to the wholesale price of 21.1p per kWh for electricity and 7.5p per kWh for gas. To get to the final price payable non-energy costs such as Distribution, Transmission and Margins will need to be added in, and these can vary by contract. It is thought that the billable unit rates will be closer to 32p per kWh for electricity and 9p per kWh for gas.
Will I benefit from this saving where I am supplied by Indurent with electricity and gas from the mains?
Yes, Indurent signed a fixed price contract for all its mains supplied gas and electricity on the 27th May 2022, so expect to benefit from this scheme. We will be passing through the benefit of any savings that are made available to our customers.
How are utilities procured by Indurent?
We tender all of our mains supply gas and electricity contracts in the open market every 12 months and seek to obtain the most competitively priced rate for our customers.
Is the energy you supply us from a green/renewable source?
Yes we procure green/renewable energy where possible. The mains supplied electricity is via a REGO backed green energy contract and gas via a carbon offset for the 12month contract starting on the 1st June 2023.
Do I need to supply a meter read?
No we do that for you. For our non digital meters, we have meter readers that visit the estate once a month. Our meter readers target the last week and first week of the month to take reads. We will send out communication of the exact date a week before to relevant customers. Please let us know if you are not going to be around at the time, providing a clear photo of your meter (serial number plus read) so that we can bill you accurately.
Utilities.team@indurent.com
How is my bill calculated?
Your bill is calculated based on your utility usage for the month together with the tariff we have procured for you. We are in the process of upgrading to digital meters and moving to a fixed price billing methodology. Whilst we are transitioning there are two billing models:
- For electricity customers with digital smart meters we offer customers a fixed price tariff for the 12 month period incorporating all the costs of the electricity together with our costs of administering this service;
- For all other utility customers the utility bill is calculated on a monthly basis based on the mains supply bill received together with the cost of administering this service.
- We are working towards upgrading all utility supplies to digital ‘smart’ meters and a fixed price billing methodology.
Why do you charge an administration fee?
We charge an administration fee to cover the costs associated with managing the supply of utilities to your unit, which includes ensuring invoices are correctly raised and monies collected.
You seem to do something different at my property, why?
As we acquire new estates, we sometimes inherent different billing and administrative set ups. Over time we look to move these onto our standard model.
Are you looking to install solar panels on my estate?
Yes, we are currently looking at the best way to roll out solar panels across our estates. If you are interested in receiving renewable energy from solar panels on your roof please let your Customer Engagement Manager know.