Support for our residents
Everything you need as a Soteria Homes resident — from reporting a repair to accessing important documents.
How can we help you today?
Report a repair
Submit a maintenance request quickly and easily.
Contact property management
Speak to our team about any non-urgent matter.
Rent information
Payment details, due dates and bank information.
Important documents
Your tenancy agreement, inventory and certificates.
Move-in / Move-out
Everything you need for a smooth transition.
Tenant portal
Log in to manage your tenancy online.
Report a Maintenance Issue
Please complete this form for any repair or maintenance concern at your property. We aim to acknowledge all reports within one working day and to resolve issues promptly.
Emergency? Call us now.
For gas leaks, flooding, no heating in severe weather, or security failures, do not use this form. Call +44 7000 000000 immediately.
By submitting you agree to our Privacy Policy. Details are used only to arrange your repair.
Manage your tenancy online
Log in to the resident portal to view your tenancy documents, track maintenance requests, and communicate with your property management team at any time.
Paying your rent
Payment due dates
Rent is due on the date specified in your tenancy agreement. Please ensure your standing order is set up to arrive in our account on or before this date each month.
Payment queries
For any queries about your rent account, overpayments, or arrears, please contact us at enquiries@soteriahomes.co.uk or call +44 7000 000000.
Deposit protection
Your deposit is protected under a Government-approved scheme. Details of the scheme and your unique reference are provided in your tenancy documentation.
Important documents
Your key tenancy documents are shared with you at move-in and available through the tenant portal. If you cannot locate any of the documents below, contact us and we will resend them promptly.
Documents not found? Contact us and we will arrange copies within one working day.
Move-in & Move-out
Welcome to your new home
- Collect your keys at the agreed handover time.
- Check the property against the inventory and note any discrepancies within 5 days.
- Register your standing order for rent by the date in your agreement.
- Set up contents insurance — buildings insurance is covered by the landlord.
- Familiarise yourself with emergency contact numbers provided in your welcome pack.
End of tenancy checklist
- Provide the required notice period as stated in your tenancy agreement.
- Return the property in the same condition as the inventory, allowing for fair wear and tear.
- Arrange a professional clean of the property before checkout.
- Return all keys — missing keys may incur a deduction from your deposit.
- Provide a forwarding address for deposit correspondence.
Property guidelines summary
Our properties are maintained to a high standard. These guidelines help ensure a comfortable environment for all residents and protect your deposit.
No subletting
You may not sublet or assign your tenancy without prior written consent from Soteria Homes.
Respect shared spaces
Common areas, gardens and shared facilities must be kept clean and tidy and treated with respect.
No smoking indoors
Smoking is not permitted inside any Soteria Homes property. Breaches may incur deposit deductions.
Pets policy
Pets are only permitted with explicit written consent. Unauthorised pets may breach your tenancy.
Report issues promptly
Report any maintenance issue as soon as it arises to prevent further damage and protect your deposit.
Alterations
Do not make structural alterations, fix items to walls, or redecorate without written permission.
Full terms are set out in your tenancy agreement. If you have any questions, please contact us.
Common tenant questions
How quickly will my maintenance request be dealt with?
We acknowledge all requests within one working day. Routine repairs are typically completed within 5–7 working days. Urgent issues are addressed within 24–48 hours, and genuine emergencies are handled the same day. You will always receive an update on progress.
How do I pay my rent and what happens if I am late?
Rent should be paid by standing order to arrive on or before the due date in your agreement. If you anticipate a delay, please contact us as soon as possible. Late payment fees and the consequences of persistent arrears are detailed in your tenancy agreement.
Can I have guests stay at my property?
Short-term guests are generally permitted. However, any guest staying for an extended period (typically more than 14 consecutive days or 30 days in any rolling 12-month period) requires written consent from Soteria Homes. Please contact us to discuss.
Who is responsible for utility bills?
Responsibility for utilities depends on your individual tenancy agreement. In most cases tenants are responsible for gas, electricity, water and council tax unless stated otherwise in writing. Your welcome pack will confirm your specific arrangement.
What do I do if I lose my keys?
Contact us as soon as possible at +44 7000 000000 or via WhatsApp. There may be a charge for replacement keys or lock changes depending on the circumstances. Do not attempt to change the locks yourself.
How do I start the referencing process?
If you are a prospective tenant completing your referencing, please use the link below to begin the process through our approved referencing provider. Current residents can contact us for any queries.
Complete your referencing
If you have been asked to complete referencing as part of your tenancy application, use the button to get started through our approved provider. The process is straightforward and typically takes fewer than 10 minutes.