Frequently Asked Questions

Yes, we are a member of Propertymark and adhere to their Conduct and Membership Rules, which ensure high levels of  consumer protection. You can see the full rules here.

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.

We don’t have car parking in our buildings, but we offer a limited number of parking spaces close by that can be rented for the length of your tenancy. If you’re interested, our leasing team will be happy to help you find an available spot.

Alternatively, Enterprise Car Club is nearby in Wood Wharf for car hire and we also have secure cycle storage in our buildings, should you wish to travel by bike.

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.

Accessibility is important to us, so our buildings follow the Lifetime Homes Standard to make sure everyone can enjoy life at Vertus. If you need a wheelchair-accessible apartment, just let our Leasing team know. They’ll be glad to help you find the apartment that best meets your needs.

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 2019. 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.

We want to make the referencing as seamless as possible and aim to take around 12 to 72 hours once we’ve received all your documents. 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. To help speed things up, please let them know in advance that we’ll be in touch.

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.

Yes, a deposit means we’re all protected and will be registered with the Tenancy Deposit Scheme to keep things safe.

We ask for a payment up 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.

Terms & Conditions: 

1. Promoter
   This promotion is offered by Vertus in relation to participating developments (the “Promotion”). 
2. Offer
   Qualifying residents will receive one permit for a car parking space in West Ferry Circus for up to 12 months, worth £2,160, (the “Reward”) when they sign a new tenancy and move into a selected apartment at a participating development. 
3. Promotion Period
   The Promotion is available from 9 April 2025 and continues until withdrawn. The Promoter may end or amend the Promotion at any time without prior notice. The parking permit will be deactivated if the tenancy is terminated earlier than the 12th month of the lease. 
4. Participating Developments
   The Promotion applies only to selected apartments at Newfoundland, 10 George Street, 8 Water Street, 50-60 Charter Street and 40 Charter Street. Apartment availability may change at any time. 
5. Eligibility
   To qualify for the Reward, applicants must:
   5.1 Be new residents (not existing residents renewing or transferring within the same development or portfolio).
   5.2 Sign a Tenancy Agreement
   5.3 Pass standard referencing and successfully complete move-in.
   5.4 Pay any due move-in monies in full and on time.
   5.5 Lease directly via the Vertus team or selected agents. 
6. Exclusions
   6.1 Corporate lets, bulk bookings, short lets, or license arrangements are excluded unless expressly confirmed in writing.
   6.2 The Promotion cannot be used in conjunction with any other offer, incentive, or rent discount unless explicitly stated.
   6.3 One Reward per apartment/household. 
7. Reward Fulfilment
   7.1 The Reward will be issued as one permit for a car parking space in West Ferry Circus for up to 12 months, worth £2,160 within 30 days of the later of: (a) successful move-in; and (b) receipt of any due move-in funds.
   7.2 The Promoter may reasonably request proof of identity and tenancy before issuing the Reward.
   7.3 Rewards are nonexchangeable, non-transferable and no cash alternative is available
8. Changes, Withdrawal & Substitutions
   8.1 The Promoter may substitute a reward of equal or greater value if circumstances beyond its control make the Reward unavailable.
   8.2 The Promoter reserves the right to withdraw or amend the Promotion at any time. This will not affect confirmed tenancies where eligibility has already been met. 
9. Fair Use & Misuse
   9.1 The Promoter may refuse the Reward in cases of fraud, abuse, or breach of the tenancy agreement. 
10. Data Protection
    Personal data will be processed in accordance with Vertus’s Privacy Notice and applicable data protection laws for the purposes of administering the Promotion and issuing Rewards. 
11. Liability
    The Promoter will not be liable for any loss or damage resulting from participation in the Promotion to the extent permitted by law. 
12. General
    12.1 Participation in the Promotion constitutes acceptance of these Terms & Conditions.
    12.2 These Terms are governed by English law, and the courts of England and  Wales have exclusive jurisdiction.
    12.3 For queries, contact us using our contact form on the Vertus website.

Terms & Conditions: 

1. Promoter
   This promotion is offered by Vertus in relation to participating developments (the “Promotion”). 
2. Offer
   Qualifying residents will receive an upgraded internet service speed from 350MB to 500MB (the “Reward”) when they sign a new tenancy and move into a selected apartment at 50-60 Charter Street.
3. Promotion Period
   The Promotion is only available to residents who lease an apartment in 50-60 Charter Street, from 17 February 2026 onwards. The upgrade is for up to 12 months after your initial lease start date only and excludes any subsequent renewals. The Promoter may end or amend the Promotion at any time without prior notice. 
4. Participating Developments
   The Promotion applies only to selected apartments at 50-60 Charter Street. Apartment availability may change at any time without prior notice. 
5. Eligibility
   To qualify for the Reward, applicants must:
   5.1 Be new residents (not existing residents renewing or transferring within the same development or portfolio).
   5.2 Sign a Tenancy Agreement.
   5.3 Pass standard referencing and successfully complete move in.
   5.4 Pay any due move in monies in full and on time.
   5.5 Lease directly via the Vertus team. 
6. Exclusions
   6.1 Corporate lets, bulk bookings, shortlets, or license arrangements are excluded unless expressly confirmed in writing.
   6.2 The Promotion cannot be used in conjunction with any other offer, incentive, or rent discount unless explicitly stated.
   6.3 One Reward per apartment (not per resident). Joint tenants count as one qualifying let. 
7. Reward Fulfilment
   7.1 The Reward will be issued, subject to eligibility being confirmed, as a new internet contract with Wifinity (at the Promoter’s discretion) within 30 days of the later of: (a) successful move in; and (b) receipt of any due move in funds.
   7.2 The Promoter may reasonably request proof of identity and tenancy before issuing the Reward.
   7.3 Rewards are non exchangeable, non transferable and no cash alternative is available.
   7.4 Wifinity contracts are subject to Wifinity’s own terms and conditions and expiry rules. The Promoter is not responsible for the acts or omissions of third party providers. 
8. Changes, Withdrawal & Substitutions
   8.1 The Promoter may substitute a reward of equal or greater value if circumstances beyond its control make the Reward unavailable.
   8.2 The Promoter reserves the right to withdraw or amend the Promotion at any time. This will not affect confirmed tenancies where eligibility has already been met. 
9. Fair Use & Misuse
   9.1 The Promoter may refuse the Reward in cases of fraud, abuse, or breach of the tenancy agreement.
10. Data Protection
    Personal data will be processed in accordance with Vertus’s Privacy Notice and applicable data protection laws for the purposes of administering the Promotion and issuing Rewards. 
11. Liability
    The Promoter will not be liable for any loss or damage resulting from participation in the Promotion to the fullest extent permitted by law. 
12. General
    12.1 Participation in the Promotion constitutes acceptance of these Terms & Conditions.
    12.2 These Terms are governed by English law, and the courts of England and Wales have exclusive jurisdiction.
    12.3 For queries, contact us using our contact form on the Vertus website. 

Move in, style out – receive £1500 John Lewis vouchers with your new home.

Terms & Conditions:

1. Promoter
This promotion is offered by Vertus in relation to participating developments (the “Promotion”).

2. Offer
Qualifying residents will receive £1,500 in John Lewis & Waitrose vouchers (the “Reward”) when they sign a new tenancy and move into a selected apartment at a participating development.

3. Promotion Period
The Promotion is available from 27 January 2025 and continues until withdrawn. The Promoter may end or amend the Promotion at any time without prior notice.

4. Participating Developments
The Promotion applies only to selected apartments at Newfoundland and George Street. Apartment availability may change at any time without prior notice.

5. Eligibility
To qualify for the Reward, applicants must:

5.1 Be new residents (not existing residents renewing or transferring within the same development or portfolio).
5.2 Sign a Tenancy Agreement.
5.3 Pass standard referencing and successfully complete move in.
5.4 Pay any due move in monies in full and on time.
5.5 Lease directly via the Vertus team.

6. Exclusions
6.1 Corporate lets, bulk bookings, short lets, or license arrangements are excluded unless expressly confirmed in writing.
6.2 The Promotion cannot be used in conjunction with any other offer, incentive, or rent discount unless explicitly stated.
6.3 One Reward per apartment (not per resident). Joint tenants count as one qualifying let.

7. Reward Fulfilment
7.1 The Reward will be issued, subject to eligibility being confirmed, as John Lewis & Waitrose e gift vouchers (or physical vouchers at the Promoter’s discretion) within 30 days of the later of: (a) successful move in; and (b) receipt of any due move in funds.
7.2 The Promoter may reasonably request proof of identity and tenancy before issuing the Reward.
7.3 Rewards are non exchangeable, non transferable and no cash alternative is available.
7.4 John Lewis vouchers are subject to John Lewis’ own terms and conditions and expiry rules. The Promoter is not responsible for the acts or omissions of third party voucher providers.

8. Changes, Withdrawal & Substitutions
8.1 The Promoter may substitute a reward of equal or greater value if circumstances beyond its control make the Reward unavailable.
8.2 The Promoter reserves the right to withdraw or amend the Promotion at any time. This will not affect confirmed tenancies where eligibility has already been met.

9. Fair Use & Misuse
9.1 The Promoter may refuse the Reward in cases of fraud, abuse, or breach of the tenancy agreement.

10. Data Protection
Personal data will be processed in accordance with Vertus’s Privacy Notice and applicable data protection laws for the purposes of administering the Promotion and issuing Rewards.

11. Liability
The Promoter will not be liable for any loss or damage resulting from participation in the Promotion to the fullest extent permitted by law.

12. General
12.1 Participation in the Promotion constitutes acceptance of these Terms & Conditions.
12.2 These Terms are governed by English law, and the courts of England and Wales have exclusive jurisdiction.
12.3 For queries, contact us using our contact form on the Vertus website.

Invite your friends to experience life at Vertus, and when they move in, you’ll both receive a £750 John Lewis & Waitrose & Partners gift voucher. Find out more.

1. The Vertus Refer a Friend scheme is available to individuals who are current residents of Vertus and have not served notice.

2. The referral gift is £750 John Lewis & Waitrose & Partners gift voucher for each referral, with no limit on the number of referrals per Vertus resident.

3. To qualify for this offer:

o The referee must inform Vertus of the full name of the current resident who referred them when making their enquiry, using our referral form here. Referral claims after this point, or those who have not used the referral form, will be deemed invalid.

o The referee must be a new resident to Vertus and not currently registered on Vertus’ database.

o The referee must be starting a new tenancy; the offer is not applicable for renewals or joining an existing tenancy.

o The referee must take a minimum 1-year tenancy.

o The referee must be reserving an apartment at market rent price.

4. Vertus reserves the right to revoke this offer if an unsatisfactory referral has been made.

5. There is no limit to the number of referrals a resident can make.

6. If multiple residents refer the same individual, the voucher will be given to the resident the referee mentions first.

7. This offer will only be obtained after the referee has moved into the home.

8. This offer is not to be combined with other vouchers and is not valid with other promos or offers.

9. This offer is not redeemable for cash.

10. The voucher will be in the form of an e-voucher.

11. Vouchers will be sent to referrers and referees via email, within 30 days of the new resident moving in.

12. If the referee is sharing, it will be one voucher per new household, not one voucher per person in the household.

13. The referral gift will not be granted retrospectively for historic enquiries.

14. The scheme is not open to Vertus employees or suppliers.

15. Vertus reserve the right to remove or change the Refer a Friend scheme at any time.

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 already been agreed.

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 where you can park up close to the building. The team will share everything you need to know to make your move-in day a breeze.

While we can’t assist with heavy lifting, we’ll happily arrange access for your moving company and provide trolleys to make things a little easier. Just let us know what you need!

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

We’ll come and check on your property every 6 months to make sure all everything is running smoothly for you.

Of course. You’ll get three different coloured bin bags for recycling. Each colour represents the correct bin chute to use.

Absolutely. We have plenty of secure bike storage in the basement of each building. Please note, e-bikes are not permitted.

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, please get in touch with our Property Management team if you need additional storage.

Yes, you can. We want you to feel at home and create a space that feels like you. 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. Please note, this includes balconies.

8 Water Street is a pet-friendly building and 50-60 Charter Street will have pet-friendly floors. Animals are not currently allowed into 10 George Street or Newfoundland.

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.

We’re here to help. Speak to your Property Management 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.

Please get in touch with your Property Management team and they’ll do their best to make a change for you where possible.

Emergency maintenance is available round the clock. For less urgent issues, our Property Management will be in touch to arrange a visit. Each issue is different, which means we can’t guarantee everything will be resolved on our first visit.

We’re happy to visit while you’re out and about, if you grant us access. We 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. Please raise a maintenance request in your Vertus Home app to log an issue. Download on Apple devices | Download on Android devices

Once your tenancy ends, we’ll aim to return your deposit as quickly as possible. Where the return amount is agreed, your deposit will be repaid within 10 days, in line with government guidance.

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 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. Our Maintenance team or Property Management team can help if you need to take a reading during your tenancy. Please raise a request in the Vertus Home app if you’d like assistance.

Yes, but we can help sort this for you. Get in touch with the Property Management 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.

If you have an agreement that isn’t an assured tenancy, the Renters’ Rights Act won’t affect you. Your current renewal process continues as normal, and there’s nothing you need to do. Our team will be in touch around two to three months before your current lease ends to talk through next steps.

Your rent is reviewed no more than once in any 12‑month period. If a change is proposed, we’ll always give you at least two months’ clear notice, and any increase will be fair, transparent and in line with local market rent.

If you signed your tenancy before 1^st of May 2026 and your agreement sets out rent to be paid in advance (for example, six monthly or annually), there’s nothing you need to change. Your existing payment terms will continue to apply for the remainder of your tenancy, just as agreed when you moved in.

No — there’s nothing you need to sign. From the 1^st of May 2026, your tenancy rights will update automatically under the new legislation, and Vertus will make sure you have all the information you need. Your existing agreement will simply continue as normal.

Existing Vertus residents will receive the Government Information Sheet by 31 May 2026.
It gives a simple overview of what’s changing under the Renters’ Rights Act — including the move to rolling periodic tenancies, how notice and possession rules will work, how rent increases will be handled, and your right to request a pet.

Vertus offers pet‑friendly living in select buildings, including Water Street and Charter Street. If you have a pet, or are considering one, you can email your Property Manager to make a statutory request. Vertus will review your request and respond within 28 days, and our team will be happy to advise you on the most suitable options.

With the new rolling periodic tenancy, residents have the reassurance of being able to give two months’ notice if they need to move on.

A rolling periodic tenancy under the Renters’ Rights Act is an open‑ended agreement that continues automatically, renewing month‑to‑month without a fixed end date.

From 1st May 2026, fixed term assured shorthold tenancies (AST’s) will end. All new and existing tenancies will automatically convert to rolling periodic tenancies.

The Renters’ Rights Act doesn’t apply to some types of agreements — such as Non‑Housing Act contracts, company lets, and licence‑based or third‑party arrangements, which all sit outside standard AST rules. If your tenancy isn’t currently an AST, you don’t need to do anything — the Renters’ Reform changes won’t affect your agreement.

The Renters’ Rights Act is new legislation modernising renting in England. Its first stage begins on 1st May 2026, introducing changes to tenancy structures, renter protections, and landlord requirements.