Frequently Asked Questions

We want to provide you with the best service possible and are always looking to make your life easier and more enjoyable. If something needs fixing, we’re here to make it happen, and you can submit your feedback or concerns to us via our Complaints Procedure Document.

We don’t have car parking in the building, but plenty of bike spaces make cycling simple.

If driving is a priority for you, Enterprise Car Club is near on Wood Wharf, or we’d be happy to help you look into parking close by.

Canary Wharf has great connections for travel in every direction. Here are some of the best ways to get around:

Canary Wharf Underground Station (Jubilee Line): Travel direct to Waterloo, the West End and Stratford.

Canary Wharf Underground Station (Elizabeth Line): Get to the City, West End, Heathrow, Reading and beyond with no bother on London’s new line.

Canary Wharf & Heron Quays DLR Station: With a station north and south of the Wharf, the DLR takes you around the area and direct to London City Airport.

Bus routes: Journey near and far on London’s bus network which covers the capital.

All our homes are wheelchair friendly. Accessibility is important to us, so our buildings follow the Lifetime Homes Standard to make sure everyone can enjoy life at Vertus.

Absolutely. We know that your schedules can be busy, so we will work with you to find a time that suits.

Our opening hours are set out here, but we would be happy to discuss another time and will do our best to make it work.

Monday–Friday:  8.00am to 7.00pm

Saturday: 10.00am to 4pm

Sunday: Closed

The only fees we’ll charge you to move in are those allowed under the Tenant Fees Act. These include a reservation payment after your viewing, a deposit to secure your stay and rent for your time at Vertus.

After you move in, default payments may come about which will be explained at the time, such as for replacing your key.

You can view any fees that could be charged to you during your tenancy, here.

The combined annual income of all named tenants needs to be more than, or equal to, 30 times the monthly rent to allow for you to move in.

We want to make the referencing as seamless as possible and aim to take around 12 to 72 hours. We do need to communicate with your employer and/or previous landlord, though, which means there can be delays if we can’t reach them. You can let them know in advance that we’ll be in touch to help speed things up.

We’re got the building insurance covered for you, but contents insurance is a good idea to make sure your personal items are protected, too.

Your deposit will be equal to 5 weeks of rent to secure your new home.

A deposit means we’re all protected and will be registered with the Tenancy Deposit Scheme to keep things safe. Our Leasing Team is on hand to chat you through a zero deposit option if that’s something you want to explore.

We ask for a payment equal to one week’s rent to secure your new home for you. This allows us to take the property off the market, and will be given back to you in credit on your first rent payment before you move in.

Of course. We have a collection of unfurnished apartments for you to make your own that have room for larger furniture. Our furnished apartments allow for smaller items to fit alongside all you need to live comfortably.

Each tenant will get their own keys, and more can be given if you need them, but may cost extra to make.

We’ll do our best to find the start date that makes sense for you, but may not always be able to make a change to the date that’s been provided.

Your keys will be waiting at the concierge desk after all referencing and paperwork is complete. The Vertus team will let you know when they’re ready for you.

Some of our buildings have loading bay areas. The team will share everything you need to know to make your move-in day a breeze.

Of course, we have a team to help do all the heavy lifting and make a smooth journey from your vehicle to your new apartment.

Whatever works for you. You’ll get an individual time to move in, which can be any day of the year if the team can be on hand to check you in.

We’ll come and check on your property every 6 months to make sure all the services are running smoothly.

Of course. You’ll get three different bin bags for recycling, which match up with the direction of the rubbish shoots.

Absolutely. We have plenty of secure bike storage in the basement of each building.

Plenty of it. Fitted wardrobes and a generous utility cupboard mean room to stow everything away. You can rent extra storage in the basement of some of our buildings.

Yes, you can. We want you to feel at home and create a space that feels like you. The Resident Handyman can even help you shape your space. All you need to do is make sure the apartment is returned to its original state when you move out.

Our buildings are smoke and vape free for fire safety reasons and for the comfort of other guests.

8 Water Street is a pet-friendly address, animals are not currently allowed into 10 George Street or Newfoundland.

Our minimum tenancy length is 12 months, but if you need something shorter why not try Vertus Edit.

We leave the license for you to arrange, so you can set one up when you move in, or transfer an existing one to your new address.

Rent will only increase past your agreed contract. We’ll let you know before any changes are made.

We’re here to help. Speak to the building manager or Vertus Leasing Team and we’ll do all we can to find a solution.

We collect your rent by Direct Debit, so you don’t need to set up a standing order.

Rent is due to be paid on the 1st of each calendar month by Direct Debit. If you are on a different payment schedule, your tenancy agreement will include all the details of payment dates.

The Vertus Leasing team will do their best to make a change for you where possible.

We’ll be sad to see you go but understand sometimes it’s time to move on. Speak to your building manager or Leasing Team to register your move out and they will help you get everything sorted to end your tenancy. Your Tenancy Agreement will have all the details of your contract with us.

We encourage you to stay a while. The building manager or Leasing Team can talk you through everything you need to renew your tenancy.

Emergency maintenance is available round the clock. For less urgent issues, we’ll come by the next working day. Each issue is different, which means we can’t guarantee everything will be resolved on our first visit while out of hours.

We’re happy to visit while you’re out and about and will always send a Vertus employee to carry out or oversee maintenance.

We cover all routine maintenance so you can rest easy.

We’re sorry something’s not working as well as it should. You can call or email our Maintenance Team on (0207 418 2888) or hello@thisisvertus.com to get in touch, or use the Vertus Home app to log an issue.

We’ll get it back to you as soon as we can, after any deductions have been agreed. We always try to have it back with you within 10 days.

We’ve loved having you here, but understand your time with us can’t last forever. Chat with the Vertus Leasing Team or your building manager to talk through your tenancy and get everything organised.

We’ll need to wave goodbye to you by midnight on your last day living with us, which you can find in your tenancy agreement. You can hand over the keys then, too.

We know our interiors are inspiring, but we’ll need to keep any furniture that was already here. Anything you added to the apartment can travel on with you.

All keys and fobs can be returned to the concierge or building manager on the last day of your tenancy.

Leave the meter readings to us, we will note down the figures on your check-in and check-out inventories. The management team can help if you need to take a reading during your tenancy.

Yes, but we can help sort this for you. Get in touch with the Vertus Team to arrange professional cleaning at a reduced rate, or use your own service to restore the apartment to the same condition as when you received it.

We’ll send you details to help make moving out smooth, including details of lift access and parking.

The East London neighbourhood is part of the Isle of Dogs, in the Borough of Tower Hamlets. Its right by the Thames and close to the city, which means you’ll always be close to nature and London’s central locations.

The Jubilee Line, DLR and Elizabeth Line provide access to the city in every direction.

Zone 2. This means it’s one of the best-connected neighbourhoods in the whole city, with easy access across the capital, the country and even around the world. Here are some of the transport links you can use:

Tube (Jubilee Line):

7 minutes to London Bridge

11 minutes to Waterloo

17 minutes to Bond Street

Tube (Elizabeth Line):

6 minutes to Liverpool Street

12 minutes to Tottenham Court Road

45 minutes to London Heathrow

DLR:

11 minutes to Greenwich

12 minutes to Stratford

15 minutes to London City Airport

Bus:

The network connects to London landmarks and around the capital.

The Canary Wharf Estate is privately managed, which adds an extra layer of security to your stay here, however long or short. We take this one step further at Vertus, with 24/7 concierge services and on-site security staff to keep you feeling safe at home.

Definitely. There’s a vibrant community here of those who live, work and explore all of life in Canary Wharf. Each of our Vertus properties has their own unique character, so you can choose the one that makes the most sense for how you like to live.

We set up Vertus in Canary Wharf as there’s so much on offer here. This mini metropolis provides the best of both worlds – all the buzz and amenities that make city living simple; and all the charm of a close-knit neighbourhood. On top of all that, the Estate is secure, safe and super connected to make each day a breeze. Come and look around – we’re always happy to give you a glimpse of life here in our buildings.

Absolutely. Canary Wharf is easy to access by car, and there are lots of places where you can pay to park up for the day. Once you’re here, walking or cycling is the best way to get around the Wharf, as everything is accessible in 15 minutes or less.

There’s something for everyone here. Space to roam in the open air. Plenty of restaurants, bars, events spaces and exercise locations to explore to make each day memorable. Wander the public art exhibits, try an activity on the water or wind down in quieter corners of the Wharf.