Moves we cannot accept
Business Lets
We are only able to accept residential moves and therefore we cannot manage moves where the details provided are that of a business and not of the occupants.
Suppliers will only recognise our change of occupancy notifications whereby we are informing them of a move in or out of the specific occupants. They do not recognise our notifications when they refer to a business who is paying the bills.
Deceased Tenant
We are unable to process a move out where the tenant has passed away. Our notifications are set up to advise suppliers that a tenant has moved in or out of a property and in this situation the closing of accounts must be dealt with differently. Sometimes they will need things we do not have (e.g. death certificate) and it may need to be done by next of kin.
Further to this, our comms that are sent to the tenant (or the contact details submitted with the move) congratulate them on their upcoming move, and are therefore not suitable and may come across as very insensitive.
HMO Properties
A house in multiple occupation ( HMO ) is a property rented out by at least 3 people who are not from 1 'household' (for example a family) but share facilities like the bathroom and kitchen. It's sometimes called a 'house share'. You must have a license if you're renting out a large HMO in England or Wales.
If a property is registered with the council as a HMO, unfortunately we will be unable to help send out the change of occupancy notifications for this type of property. This would fall back onto the agency/ landlord/ managing parent to organise the sending of the supplier notifications. Unfortunately the suppliers will not accept our notifications for these types of households.
If the property is a HMO property, but is not registered as a HMO property with the council, and each person or family household is responsible for the bills and they are not sharing any bills with any other persons at the address, then we will be able to help in this instance.
Late Moves
We ask that all moves are submitted to us before the move date. The latest you will be able to submit a move to us is 2 working days after it has happened (ideally it will be submitted much earlier than this). This is because suppliers are unlikely to action our notifications if the move date is in the past, and may request evidence such as tenancy agreements which we do not have access to.
We get in touch with movers to welcome them to the service after you have submitted the move to us and if they are hearing from us after the move has happened this can cause confusion and disappointment, so it also allows us to help the mover with as much as possible and provide the best customer journey.
We are only able to accept residential moves and therefore we cannot manage moves where the details provided are that of a business and not of the occupants.
Suppliers will only recognise our change of occupancy notifications whereby we are informing them of a move in or out of the specific occupants. They do not recognise our notifications when they refer to a business who is paying the bills.
Deceased Tenant
We are unable to process a move out where the tenant has passed away. Our notifications are set up to advise suppliers that a tenant has moved in or out of a property and in this situation the closing of accounts must be dealt with differently. Sometimes they will need things we do not have (e.g. death certificate) and it may need to be done by next of kin.
Further to this, our comms that are sent to the tenant (or the contact details submitted with the move) congratulate them on their upcoming move, and are therefore not suitable and may come across as very insensitive.
HMO Properties
A house in multiple occupation ( HMO ) is a property rented out by at least 3 people who are not from 1 'household' (for example a family) but share facilities like the bathroom and kitchen. It's sometimes called a 'house share'. You must have a license if you're renting out a large HMO in England or Wales.
If a property is registered with the council as a HMO, unfortunately we will be unable to help send out the change of occupancy notifications for this type of property. This would fall back onto the agency/ landlord/ managing parent to organise the sending of the supplier notifications. Unfortunately the suppliers will not accept our notifications for these types of households.
If the property is a HMO property, but is not registered as a HMO property with the council, and each person or family household is responsible for the bills and they are not sharing any bills with any other persons at the address, then we will be able to help in this instance.
Late Moves
We ask that all moves are submitted to us before the move date. The latest you will be able to submit a move to us is 2 working days after it has happened (ideally it will be submitted much earlier than this). This is because suppliers are unlikely to action our notifications if the move date is in the past, and may request evidence such as tenancy agreements which we do not have access to.
We get in touch with movers to welcome them to the service after you have submitted the move to us and if they are hearing from us after the move has happened this can cause confusion and disappointment, so it also allows us to help the mover with as much as possible and provide the best customer journey.
Updated on: 16/08/2023
Thank you!