Frequently Asked Questions

The Coppermaker Square team compromises a large team of property, leasing, maintenance and customer service professionals all here to make sure your experience is memorable. The difference here in our service is that you have a dedicated-on site property management team who are on site at Coppermaker Square 7 days of the week. Our goal is to deliver an exceptional customer service experience to our residents. Katia De Abreu, is your Community Manager and Dheraen Quick, the General Manager and the team will be with you from the start of your house searching journey and throughout the duration of your residency here.

Please email team@css.mc-staging3.net to book your viewing or call us on 0203 005 9090.

While living in one of our apartments, you will benefit from 24/7 support from the team. During the hours of 9am and 7pm you can come and say hello to one of the friendly faces or our customer service team located at the front desk or the wellness centre. You will also be greeted by our security support team who work 24 hours a day 7 days a week and can also be located at the front desk. The on-site maintenance team operate a 6 day week system and residents must log their requests for maintenance support by using the resident app and Entrata portal. Maintenance are not available 24 hours a day however we have an emergency process should your requirement or issue be considered an emergency. Your maintenance and management team are also on hand to respond to any emergency such as flooding, power outages or fire. More information on what is considered an emergency, and who to contact out of hours when the customer service team or maintenance team are not located at the front desk can be found in your resident handbook provided on the day of move-in. The team can be contacted via Phone on 020 3005 9090 and also via email: team@css.mc-staging3.net

You can find virtual tours of our range of apartment types now on our website so do take a look around at your own leisure. However, we always prefer to meet you in person, so get in touch. We are open for in-person tours, by appointment only between 9am - 7pm Mon-Fri and 9am - 5pm on weekends and bank holidays. Please note the viewing tour will take around 1 hour for our team to showcase The Coppermaker Club and then personally select the best short list of apartments for you. We have refreshments and hot drinks on offer for when you come along, please ask for a member of the leasing team on arrival.

Should you wish to make an offer straight away on your tour, we recommend having your ID and right to rent in hand with you along with any required banking apps or banking cards which will allow you to make the £400 holding commitment there and then to take the property off the market. Other than this, you aren’t required to bring anything with you and please note children and pets are welcome on your tour.

There is a £400 holding commitment to reserve an apartment, once an offer is made and your offer form and Entrata online application is completed. This £400 holding commitment will be offset against your 1st Month rent payment as credit. This amount is refundable if you no longer wish to proceed with the application within 48 hours of making the payment. 

Once you’ve paid the holding commitment, we will start the referencing checks, which are carried out by Homeppl. These checks take around 3 to 7 working days to complete and Homeppl will require some supporting documentation to complete the checks. We recommend completing the reference application as soon as possible to avoid any delays. If you have questions or require updates in relation to your referencing checks Homeppl have a live chat function on their website or you can email support@homeppl.com. Alternatively, the leasing team will be able to follow up and request updates on your behalf also.

Once all tenants have passed referencing checks, we will be in touch to confirm the next steps in reviewing and signing your Tenancy Agreement. You will then be asked to pay your security deposit, and your first rental payment 14 working days prior to your move in date. Your future rent payments (if monthly) will be due on the 1st of each month thereafter via direct debit which is a mandatory requirement.

The reference check process is mainly dependent on how swiftly you can complete the online application form and provide the requested detail which will be outlined in the Homeppl referencing guide that you will be sent. However, the process normally takes around 3-7 business days. 

We offer flexible lease terms from 12 months up to 3 years. The leasing team can advise you on a range of pricing options which can vary on your move in date and the length of tenancy you are looking for. Prior to the end of your tenancy your Property Manager will be in touch to discuss available renewal options with you should you wish to continue living with us. Please note, for all tenancy length terms over 12 months, there is an annual % rental increase which will be applied, and you will be notified in advance of the specific adjustment.

The following deposits are required depending on the apartment type; 1 Bedroom £2850; 2 Bedroom £3250; 3 Bedroom £4650. Your deposit is payable Once all tenants have passed referencing checks. Deposits are held and protected in the My Deposits scheme. The deposit covers any damages to the apartment and/or furnishings that may occur during your tenancy. For our deposit alternative please refer to the relevant FAQ or speak to a member of our team to find out more. 

In order to rent an apartment with us, you will need to pass affordability checks which are outlined in the Home People referencing guide. The joint household income must be at least 2.66 times the rent. Should a household not pass the affordability criteria we do accept guarantors and also the option to pay for rent in an upfront 12 month instalment, however, please note that any guarantor proposed will be subject to referencing in line with the requirements set out in the Homeppl referencing guide. If you would like to see a copy of the Homeppl referencing guide please don’t hesitate to email the team: team@css.mc-staging3.net  

HOW DO I GET MY DEPOSIT BACK?   Your deposit is protected by My Deposits, and refundable at the end of your tenancy. We process the return of your deposit within 10 working days following the date that we have agreed with you on any charges applied to damages, cleaning, unpaid rent or unpaid utilities, if any of these apply, taking into consideration fair wear and tear. 

We have teamed up with Flatfair who offer a simple, safe and affordable alternative to tenancy deposits. Instead of paying a deposit at the start of your tenancy, simply pay flatfair a one-off, non-refundable, membership charge of £350 to £600 depending on the rental amount this creates a flat bond that covers each household for the duration of the lease despite of the size of the unit or length of stay. As flatfair isn’t an insurance product, tenants simply agree to pay for any valid claims or damages at the end of the tenancy. If you wish to take advantage of this option please visit www.flatfair.co.uk or talk to your property manager for more information. 

Your holding commitment, deposit and first rental payment can be paid via bank transfer into the account information with which we provide you at the time of application. The team may also offer you the option to make a payment via our CRM system called Entrata also depending on your arrangement. Monthly rental payments can only be paid by Bank-to-Bank transfer, and you are required to set up a Standing Order prior to your move in. 

Rent is due on the 1st of each month by Standing Order, if rent in advance has been agreed then your rent will be due in line with the payment schedule set out in your tenancy agreement. 

If you are proceeding with a tenancy length which is above 12 months, then your tenancy agreement will have a clause included which outlines the process for how the rental review process will work at the end of the initial 12 month period. Please discuss this with your leasing team contact on your viewing tour and they can provide more detail. Residents will always be informed and contacted well in advance of any proposed increase, and this will only ever be proposed in line with the clause located in your tenancy agreement. Prior to the end of your tenancy your Property Manager will contact you to discuss a renewal. The rates will be discussed at this time. 

DO YOU ACCEPT PETS?   Yes, we love them! There is a monthly pet rent of £75 per pet there are some breed restrictions in place, so please contact us for full details. All pet owners will be required to complete and sign the Pet owner addendum agreement which outlines the expectations of behaviours and community house rules.

At Coppermaker Square we do have a maximum % capacity of apartments that we are able to lease to students. Please do send your enquiry to the team and if we have availability then you can absolutely rent an apartment providing you are able to pass the referencing criteria. We welcome all individuals over 18 to apply for one of our apartments, however, students may be required to pay rent in advance and or provide a guarantor. These terms can be discussed and decided with our team to provide you with the best option, when you enquire with us about securing the property. 

Once the application process is complete on our Property Management System and you have paid your holding deposit, reference checks passed, Right to Rent checks carried out, your tenancy agreement is signed, and the funds received, we will then arrange with you a convenient time to book you in and meet with you on the day of your move-in to hand over keys, on your day of move in the customer service team will offer you the option to complete a home induction, and help you settle into your new home. Mon-Saturday 9am-7pm are our usual operating times for Move in appointments. Please contact the team to discuss move ins outside of these hours. There are occasions when we experience road closures in the surrounding adjoining roads to Coppermaker Square. This is due to large scale events at the Olympic Park or West Ham Stadium. The customer service team will work with you on providing options and solutions so that these road closures don’t impact your move in van or move in day. The customer service team can also provide you with a Loading bay guide which is a useful tool for any vehicle driver who will be supporting you with your move in to Coppermaker Square. The loading bay will give you direct lift assisted access into your new building. On your resident app, you can also book move in services, move in support and move in vehicles in advance of your move in day. Do speak with our customer service team to ensure you have access to this app prior to your move in, so that you can explore and enjoy the benefits right from day one.

It is part of our service to provide you with a comprehensive inventory of the property on the day of your move-in without any additional charge. 

Your deposit is protected by My Deposits, and refundable at the end of your tenancy. We process the return of your deposit within 10 working days following the date that we have agreed with you on any charges applied to damages, cleaning, unpaid rent or unpaid utilities, if any of these apply, taking into consideration fair wear and tear. 

Currently as of September 2023, we can offer a limited number of accessible parking spaces at Coppermaker Square. Please let the leasing team know if you are a blue badge holder and require the pricing options for an accessible space in our building. If you are a vehicle owner, you can also apply for a season ticket with Newham council, to park in the surrounding car park allocations. There is also parking options available for residents or your guests within the Westfield Stratford City car park and Stratford international car park which are both within 10 minutes’ walk away from Coppermaker Square.

Closed-circuit television (CCTV) is located throughout the development in order to ensure resident safety Requests for CCTV footage may be received from various parties, such as: A resident or visitor of the property. Individuals have certain rights with respect to their personal data, including the contents of CCTV footage which captures their image. Requests to access or delete CCTV footage should be treated like any other data subject request and in accordance with Greystar’s standard procedures. Legal or other official request. Police, government agencies, and other forms of law enforcement may request footage as part of a subpoena or formal request in the course of an investigation. Official documentation is generally required to fulfill such requests and these should be reviewed with Privacy, Legal, and Compliance before responding. Other third parties. Other third parties may request access to CCTV footage, such as contractors, private investigators or insurance companies who may request copies of video. CCTV footage may not be shared with third parties without official documentation or a binding written agreement