All your questions answered
Frequently asked questions
Whether you manage a BTR portfolio, let a single property, operate a letting agency, or run luxury serviced residences, you'll find clear, transparent answers here.
1.7 Do I need an inventory for unfurnished properties?
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Section 1: Understanding property inventories
1.1 What is a property inventory check-in?
A property inventory check-in is a detailed photographic and written record of a property's condition when a tenant or guest moves in. At hihouse, we complete these within 24 hours across London, using professionally certified clerks trained for 3+ weeks. This baseline documentation protects both property owners and occupants from future disputes by establishing an objective record of the property's exact state at occupancy start.
What the check-in process involves:
The check-in appointment typically takes place on the tenant's move-in day or within the first 24 hours of tenancy commencement. Our inventory clerk meets the new tenant at the property to:
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Walk through the completed inventory room by room with the tenant, highlighting any existing marks, damage, or wear that was documented in the original inventory
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Allow tenant input - tenants can add their own observations or comments if they notice anything not already recorded
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Test safety equipment - smoke alarms and carbon monoxide detectors are tested in the tenant's presence
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Record meter readings for electricity, gas, and water utilities at tenancy start
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Document keys allocated - all keys, fobs, remote controls, and access devices are counted and recorded
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Provide the tenant with the inventory - tenants receive a digital copy of the full inventory documentation
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Obtain tenant signature - the tenant electronically signs to acknowledge they've reviewed the inventory and accept the property's documented condition
Why the check-in matters:
The check-in establishes shared agreement between landlord and tenant about the property's baseline condition. This documented consensus becomes the reference point for the eventual check-out inspection. Without this agreement, disputes at tenancy end often devolve into "he said, she said" arguments that neither party can prove.
The distinction between inventory and check-in:
Some providers separate these as two distinct services:
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Inventory only: A clerk inspects and documents the property before tenant arrival, providing the report to the landlord
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Check-in: The tenant arrival appointment where they review and sign the inventory
hihouse can provide either service separately or as a combined package, depending on your operational requirements. For BTR developments with high-volume turnovers, we often complete inventories in advance, then return for tenant check-in appointments scheduled around resident arrival times.
1.2 Is a property inventory legally required?
Property inventory reports are not legally binding contracts in themselves. However, they serve as critical evidence in deposit disputes, adjudication proceedings, insurance claims, and legal proceedings.
The distinction is important: whilst an inventory doesn't create legal obligations, it provides the evidential foundation that courts, adjudicators, and insurance companies require to make fair determinations about property condition, tenant responsibility, and deposit deductions.
Why professional inventories carry weight:
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Tenancy Deposit Scheme adjudicators specifically state they require independent, unbiased documentation to make fair rulings. Our AIIC-certified reports meet these evidential standards.
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Courts and tribunals give substantial weight to professionally prepared inventories from certified, independent clerks when determining liability for property damage or deterioration beyond reasonable wear and tear.
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Insurance companies require professional documentation to process claims for tenant damage. Self-prepared inventories are frequently rejected as potentially biased or insufficiently detailed.
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Dispute resolution services explicitly favour independent third-party evidence over landlord or tenant-prepared documentation.
1.3 Can I create my own inventory or must I use a professional?
You can legally create your own inventory, but it will not be considered independent or unbiased evidence in deposit disputes. TDS adjudicators require neutral third-party documentation. Self-prepared or agent-prepared inventories are viewed as potentially biased. A professional hihouse inventory costing £160-£300 protects deposits averaging £1,800-£3,500 whilst providing insurance-grade evidence.
The investment pays for itself in a single prevented dispute.
Why self-prepared inventories fail in disputes:
When deposit disputes reach adjudication, Tenancy Deposit Schemes explicitly state they require independent evidence to make fair determinations. Here's what actually happens with DIY inventories:
Scenario 1 - Landlord-prepared inventory: Tenant disputes a £400 carpet cleaning deduction. The landlord provides their own inventory stating "carpets clean throughout." The tenant argues the landlord was biased and overstated cleanliness to enable future deductions. Result: Adjudicator sides with tenant due to lack of independent evidence. Landlord loses £400 despite legitimate claim.
Scenario 2 - Agent-prepared inventory: Similar dispute arises. The letting agent prepared the inventory. Tenant argues the agent has financial interest in pleasing the landlord client, creating bias. Result: Adjudicator questions reliability. Even if accurate, the evidence carries reduced weight.
Scenario 3 - Professional independent inventory: Same dispute. hihouse provided AIIC-certified inventory with timestamped photographs and objective condition notes. Result: Adjudicator accepts evidence as impartial. Fair determination protects legitimate landlord interests.
The hidden costs of DIY inventories:
Beyond dispute risks, consider the time investment required:
What proper inventory documentation actually involves:
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2-4 hours on-site for thorough property inspection (depending on size)
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100-200 photographs taken systematically with proper lighting and angles
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2-3 hours writing detailed condition notes for every room, surface, fixture, and fitting
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Cataloguing all contents in furnished properties (every item individually noted)
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Organizing and referencing photographs to written descriptions
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Understanding legal terminology and deposit scheme requirements
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Creating professional, timestamped documentation that stands up to scrutiny
Time investment: 4-7 hours minimum for average 2-bedroom property
Your hourly value: If your time is worth £50/hour, that's £200-£350 in time cost
Professional cost: £160-£300
The time investment alone often exceeds professional cost—and that's before considering the reduced evidential value and dispute risk.
The bottom line:
Yes, you can do your own inventory. But asking whether you should is like asking whether you should represent yourself in court. Legally possible, practically inadvisable, financially risky.
1.4 How long does a property inventory take?
A standard 1-bedroom apartment takes 45-90 minutes to complete. Larger properties may require 2-3 hours depending on specification and furnishing levels. Luxury residences with high-value contents and fine finishes may require extended time to document properly. All hihouse reports are delivered within 24 hours regardless of property size. Our neuroscience-trained clerks work systematically to ensure no detail is missed whilst maintaining efficient scheduling.
1.5 What's the difference between check-in and check-out reports?
A check-in inventory establishes the baseline condition at occupancy start, documenting every surface, fixture, and fitting with forensic precision. A check-out report compares the current state against that original baseline when the occupant leaves, determining responsibility for any damage, wear beyond normal use, or maintenance requirements.
Understanding the check-in (baseline establishment):
The check-in inventory is conducted when the property is ready for tenancy—typically after any refurbishment, professional cleaning, and before the tenant takes possession.
What we document at check-in:
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Decorative condition: Paint quality, wallpaper condition, any existing marks or scuffs on walls and ceilings
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Flooring: Carpet cleanliness and wear, hard flooring scratches or damage, grout condition
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Fixtures and fittings: Condition of light fixtures, door handles, window mechanisms, radiators, taps
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Appliances: Functionality and cleanliness of ovens, hobs, fridges, washing machines, dishwashers
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Contents (if furnished): Every piece of furniture, soft furnishings, kitchenware, and accessories individually listed and condition-noted
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Cleanliness standards: Kitchen hygiene, bathroom cleanliness, overall property presentation
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External areas: Garden condition, patio cleanliness, shed contents, exterior paintwork
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Safety equipment: Smoke alarm locations and functionality, CO2 detector testing
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Utilities: Meter readings for gas, electricity, water at tenancy commencement
Photography at check-in: Our clerks capture 4-5 wide-angle overview photos per room showing general condition, plus 4-5 photos per room section (each wall, ceiling, floor, windows, doors) to document specific areas. Any existing damage receives close-up photography with clear reference points.
Timeline: Check-in inventories are typically conducted 1-3 days before tenant arrival, allowing the landlord or agent time to review and address any issues discovered before tenancy commencement.
Understanding the check-out (comparative assessment):
The check-out report is conducted after the tenant has vacated and returned keys. Our clerk returns to the property and systematically compares current condition against the original check-in documentation.
What we assess at check-out:
For every item and area documented at check-in, we determine one of three conclusions:
1. No change from baseline (tenant not responsible)
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Condition matches check-in documentation
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Any deterioration falls within reasonable wear and tear
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Normal usage patterns evident
2. Deterioration beyond reasonable wear (tenant may be responsible)
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Damage that exceeds normal use for tenancy length
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Stains, burns, breakages, or excessive soiling
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Missing items or unauthorized modifications
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Hygiene standards below acceptable levels
3. Improvement from baseline (benefits landlord)
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Tenant has made improvements (e.g., professional cleaning beyond required standards)
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Garden maintenance has enhanced property
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Minor repairs completed by tenant
Photography at check-out: We photograph from the same angles as check-in where possible, enabling direct visual comparison. Any new damage, deterioration, or issues receive detailed close-up photography. We also document the property's overall cleanliness and readiness for the next tenancy.
Timeline: Check-outs should occur within 1-5 days of tenant departure, before the property is cleaned or prepared for the next occupancy.
Why both reports are essential:
Without check-in (no baseline): You cannot prove what condition the property was in when the tenant moved in. Any claims about tenant damage are your word against theirs. Adjudicators will default to returning the deposit to the tenant.
Without check-out (no comparison): You may know the current condition but cannot formally establish what changed during the tenancy. Without documented evidence of deterioration, even legitimate claims fail in dispute resolution.
Both reports together create the evidential framework:
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Check-in: "This is how the property was when you moved in"
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Check-out: "This is how you left it"
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Comparison: "These are the changes that occurred during your tenancy"
This three-stage evidential structure is what TDS adjudicators require to make fair determinations about deposit deductions.
1.6 What is a mid-term inspection and do I need one?
A mid-term inspection (also called interim or periodic inspection) is conducted during an active tenancy to check property condition and identify maintenance issues early. Typically carried out every 3-6 months, these inspections protect your investment by identifying problems before they escalate. For landlords, mid-terms help demonstrate property maintenance for Section 21 compliance. For agencies managing portfolios, they ensure consistent standards across all properties. hihouse provides detailed mid-term reports with photographic evidence supporting proactive property management.
1.7 Do I need an inventory for unfurnished properties?
Yes, absolutely. An inventory doesn't just cover furniture—it documents decoration quality, existing deficiencies and damages, and all fixtures, fittings, appliances, and finishes. Wall conditions, flooring, bathroom fixtures, kitchen appliances, and overall decoration standards all require baseline documentation regardless of furnishing level.
The unfurnished property misconception:
Many landlords and agents believe that because there's "nothing in the property to list," an inventory is unnecessary or can be minimal. This misunderstanding leads to more disputes per square foot in unfurnished properties than furnished ones.
Why? Because decoration and condition disputes are actually harder to resolve than contents disputes.
Section 2: Service delivery & scope
2.1 Do you provide both inventory and cleaning services?
hihouse specialises exclusively in property inventory and condition reporting—we do not provide cleaning services. This ensures complete independence and objectivity in our assessments. We can, however, refer trusted cleaning partners (Best Home Services, 3D Janitorial, HPS). We complete "as found" reports before cleaning begins, then return for post-clean baseline documentation. This two-stage approach provides clear evidence of both occupant condition at departure and property readiness for new occupancy.
2.2 Are your services delivered in-house or subcontracted?
All hihouse inventory services are delivered 100% in-house by our directly employed, professionally certified clerks. We never subcontract inventory work, ensuring consistent quality, reliable communication, and accountability across every report. Our clerks undergo 3+ weeks of intensive training and work exclusively within our systematic procedures. This in-house model is fundamental to our service standard across BTR developments, private lettings, agency portfolios, and luxury residences.
2.3 What is not included in hihouse inventory reports?
hihouse provides comprehensive property condition documentation and inventory reporting. However, to maintain focus on our core expertise and ensure appropriate specialist services where required, the following items are not included in our standard inventory reports:
Safety testing and compliance certificates:
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Electrical appliance safety testing (PAT testing)
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Gas safety certificates (Gas Safe registered engineer required)
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Electrical installation condition reports (EICR)
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Energy Performance Certificates (EPC)
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Legionella risk assessments
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Fire safety risk assessments
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Asbestos surveys
Note: We DO test lights, smoke alarms, and carbon monoxide alarms as standard to support basic compliance documentation for tenancy commencement.
System functionality testing:
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Plumbing system pressure testing or leak detection
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Central heating system servicing or efficiency testing
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Boiler functionality beyond basic visual inspection
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Drainage system testing
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Electrical circuit testing or load capacity assessment
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HVAC system performance evaluation
Repair and remedial cost estimates:
Our reports document condition objectively but do not include monetary valuations for repairs or cleaning. This preserves our independence as unbiased assessors. We can provide indicative cost guidance outside the formal report if requested, but firm quotes require third-party contractor inspection.
Inaccessible areas:
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Locked rooms or storage areas where access is denied
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Loft spaces or roof areas requiring specialist access equipment
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Cellars or basement areas that are sealed or inaccessible
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External areas requiring scaffolding or specialist access
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Communal building areas outside the specific property boundary
For BTR developments requiring additional services:
Many Build-to-Rent operators require comprehensive compliance documentation beyond standard inventory reporting. For these requirements, we can:
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Coordinate with specialist compliance partners for gas safety, electrical testing, legionella assessment, and other regulated services
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Integrate compliance documentation with our inventory reporting for streamlined portfolio management
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Provide centralised coordination across multiple service providers
2.4 Can you attend properties on short notice?
Yes, we offer flexible scheduling including short-notice bookings. For existing clients with ongoing contracts, we typically schedule within 24-48 hours of request. New clients requiring urgent attendance will be accommodated where possible, contact us with your specific timeframe. We do not charge extra for short-notice or urgent bookings during standard hours, making us particularly responsive during unexpected vacancy situations or peak moving periods.
2.5 Can you complete check-outs if someone else did the original inventory?
Yes, we can conduct check-out reports even if another company completed the original inventory. We will require the original check-in report before attendance to enable proper comparison. However, please note that we can document current condition and differences from the baseline, but we cannot make definitive liability assignments without knowing whether documented issues were pre-existing. All damages would need discussion with relevant parties to determine fair deposit deductions.
Section 3: Documentation standards
3.1 What level of photographic detail do you provide?
hihouse reports include comprehensive photographic documentation. We typically capture 4-5 overview photos per room, plus 4-5 photos per room section (ceilings, walls, doors, floors, fittings), with additional photos for any damage, issues, or concerns requiring clarity. We photograph and document every drawer, shelf, cupboard, wardrobe interior, and storage space as standard, with no additional charge for this level of detail. For luxury residences, we provide insurance-grade documentation of high-value contents, fine art, and designer finishes.
3.2 How do you document luxury properties with high-value contents?
For luxury serviced residences and high-specification properties, hihouse provides forensic-quality documentation appropriate for insurance-grade evidence. We photograph and catalogue fine art, designer furniture, premium appliances, bespoke joinery, and luxury finishes with meticulous detail. Each high-value item receives individual photographic documentation with condition notes. Our reports meet the evidential standards required by premium property insurers and luxury brand operators, ensuring complete protection for substantial asset values.
3.3 Do you provide separate photo files or just embedded images?
Every hihouse report includes both a comprehensive PDF with referenced photo IDs and a separate cloud folder containing all original high-resolution images. Photos are organised by room sections with clear numbering conventions, enabling straightforward navigation and comparison. Date and time stamp metadata is retained for auditability. Clients receive lifetime cloud access to all documentation through our secure system—essential for insurance claims, long-term portfolio management, and legal proceedings.
3.4 Can you document mixed belongings (owner items vs tenant items)?
Yes, we clearly differentiate in our reports between stored owner/landlord items and occupant belongings left behind, even where items are mixed together within the same storage spaces. Differentiation is established through documentation provided prior to inspection or consultation with someone present where ownership is unclear. Each category is documented separately with specific photo references and location notes. This clarity is essential for deposit dispute resolution and prevents confusion about responsibility for items found in the property.
3.5 Can tenants or guests be present during inspections?
For check-in reports, occupants can be present as this involves welcoming them and explaining the inventory process. For check-out reports, departing occupants should not accompany our clerks during the inspection. hihouse maintains complete independence and objectivity—our reports cannot be influenced by comments or suggestions during the inspection process. Clerks must focus on compiling accurate, unbiased documentation that serves all parties fairly.
Section 4: Condition reporting & costing
4.1 Do you document hygiene issues and heavy soiling?
Yes, all condition issues including hygiene concerns, food waste, heavy soiling, and cleanliness standards are documented with specific notes and photographs. Our reports provide objective evidence of the property's state, including areas requiring professional cleaning, pest treatment, or remedial work. This documentation supports fair deposit determinations, insurance claims, and provides clear guidance for property preparation between occupancies. We may charge additional fees if properties contain exceptionally heavy clutter or require extended time on-site.
4.2 What is considered reasonable wear and tear?
Reasonable wear and tear is damage or deterioration resulting from normal property use over time, as opposed to negligence, accidental damage, or misuse by occupants. The House of Lords defines it as changes caused by "reasonable use of the premises by the tenant and the ordinary operation of natural forces (i.e. the passage of time)."
Examples of reasonable wear and tear:
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Light scuff marks on walls from normal movement and furniture placement
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Gradual wearing of carpets in high-traffic areas
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Minor paintwork chips or fading due to age and light exposure
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Small dents in wooden flooring from furniture weight over time
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Slight loosening of door handles or hinges from regular use
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Age-related deterioration of sealant around baths or sinks
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Fading of curtains or blinds from sunlight exposure
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Minor scratches on worktops from normal kitchen use
What is NOT reasonable wear and tear:
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Large holes in walls, broken doors, or smashed fixtures
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Red wine or food stains on carpets
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Burns, cuts, or deep scratches on surfaces
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Broken or missing items
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Excessive dirt requiring professional deep cleaning beyond normal standards
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Unapproved decoration changes (painting walls without permission)
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Damage from pets when pets were prohibited
Key factors in determining reasonableness:
The assessment of what constitutes reasonable wear and tear depends on several variables:
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Length of tenancy: A 5-year tenancy will naturally show more wear than a 6-month tenancy
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Number of occupants: A family with children will create different wear patterns than a single professional
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Property type and specification: High-specification BTR apartments have different expectations than older traditional lettings
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Initial condition: Brand-new properties versus already-worn properties have different baselines
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Age of items: 10-year-old carpets versus brand-new carpets deteriorate differently
When conducting check-out reports, our clerks document current condition objectively, providing the comparative evidence needed to distinguish between:
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Acceptable deterioration from normal use (tenant not responsible)
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Damage beyond reasonable wear (tenant may be responsible)
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Pre-existing conditions that have worsened (requires assessment of contributory factors)
This evidential clarity protects both landlords from unfair claims and tenants from unreasonable deductions, ensuring deposit determinations reflect actual responsibility rather than subjective opinion or unclear documentation.
4.3 Do you provide remedial cost estimates in your reports?
Inventories must remain impartial and neutral. hihouse reports condition, damage, and required actions but does not include monetary values within the report itself to preserve our independence as objective assessors. However, we can provide indicative cost estimates outside the report if requested. These estimates are guidance only—firm quotes require third-party contractor inspection. Any suggested figures are supplier-dependent, but we can assist with establishing fair and reasonable costings where required for landlord budgeting or agency planning.
4.4 Can you complete two-stage reporting (pre-clean and post-clean)?
Yes, our two-stage reporting service is ideal for turnovers requiring professional cleaning. Stage 1 documents the "as found" condition immediately after occupant departure (£160 for 1-bedroom), providing evidence for deposit determinations or damage assessment. Stage 2 documents the post-clean baseline condition for incoming occupants (£140 for 1-bedroom). Both stages include full room-by-room reports with photographs taken from consistent angles where possible for straightforward comparison. Our process is linear and consistent, allowing clear evaluation of cleaning effectiveness.
4.5 What if I don't agree with something in the report?
Our reports are conducted by professionally trained, certified clerks who record findings with independent and unbiased assessment. However, clients have the right to query anything within the report. Upon receipt, please check the report thoroughly. If you feel anything has been omitted or unfairly detailed, contact us within 7 days. Queries are sent to the inventory clerk who conducted your report. If the clerk agrees with your comments, we'll amend your report at no extra cost. If the clerk disagrees, we'll respond with clear reasons and, where available, supply images to support our findings.
Section 5: BTR-Specific services
5.1 Why do BTR developments need specialised inventory services?
Build-to-Rent properties have higher specifications, faster turnover cycles, and stricter compliance requirements than traditional lettings. hihouse has 8+ years of exclusive BTR experience, understanding operational systems, resident expectations, and portfolio-scale reporting needs that high-street providers cannot deliver. Our systematic approach ensures consistency across hundreds of units, with same-day reporting that keeps operations moving smoothly without bottlenecks or delays during peak periods. We integrate with property management systems and work within established operational frameworks.
5.2 Can you handle bulk scheduling for multiple properties?
Yes, portfolio-scale scheduling is our speciality. We can coordinate simultaneous inspections across multiple units within the same development, maintaining consistent quality whilst meeting tight handover deadlines. Our clerk team structure allows flexible resource allocation for bulk requirements. For letting agencies managing scattered portfolios, we provide coordinated scheduling across different locations with centralised reporting. Contact us with your property count, timeline, and specific requirements for detailed scheduling coordination and portfolio pricing discussions.
5.3 Do you integrate with property management software?
hihouse works flexibly with various property management systems. Whilst we maintain our own robust reporting platform, we can coordinate with agency systems for booking management, report delivery, and documentation storage. For BTR operators and larger agencies, we can discuss API integration possibilities or structured data exchange formats. Our priority is seamless operational integration that reduces administrative burden whilst maintaining our forensic documentation standards.
5.4 How do you ensure consistency across large portfolios?
Consistency is fundamental to our service model. All hihouse clerks follow identical training, systematic procedures, and quality standards. For portfolio clients, we can assign dedicated clerk teams to specific developments, ensuring familiarity with property specifications and operational expectations. Our reporting templates are standardised but customisable for client-specific requirements. Regular quality audits and ongoing clerk development ensure maintained standards across thousands of annual reports regardless of property type or location.
Section 6: For private landlords
6.1 Is professional inventory worth the cost for a single property?
Yes, unequivocally. Without professional documentation, landlords lose an estimated 60% of deposit disputes regardless of actual circumstances. A professional inventory costing £160-£300 protects deposits averaging £1,800-£3,500 whilst providing insurance-grade evidence for claims. It's the single most cost-effective protection available. DIY inventories carry no weight in TDS adjudication. The investment pays for itself in a single prevented dispute or successful insurance claim.
6.2 What happens if my tenant disputes deposit deductions?
With a hihouse inventory, you have independent, professionally compliant evidence specifically designed to meet TDS adjudication requirements. Our detailed photographic documentation and objective condition notes provide the clarity adjudicators need for fair resolution. Over 60% of disputes stem from unclear initial documentation rather than actual disagreement about damage. Our reports eliminate this ambiguity, protecting both your financial interests and your reputation as a fair landlord.
6.3 Will my landlord insurance policy cover claims without an inventory?
Most landlord insurance policies require professional inventories to validate claims for tenant damage. Without proper documentation, insurers may refuse claims or significantly reduce payouts. Even if your policy doesn't explicitly require inventories, claims without professional evidence face intense scrutiny and frequent rejection. Our insurance-grade documentation provides the evidential foundation insurers need to process claims efficiently and fairly.
Section 7: For lettings agencies
7.1 Can you provide portfolio pricing for multiple properties?
Yes, we offer competitive portfolio pricing for letting agencies managing multiple properties. Pricing structures can be tailored to property count, service frequency, and geographic concentration. For agencies with ongoing requirements, we provide dedicated account management, streamlined booking systems, and consistent service delivery across all properties. Contact us with your portfolio details for transparent, competitive pricing that reflects the value of partnership rather than transaction-based charging.
7.2 How quickly can you turn around reports for agency deadlines?
All hihouse reports are delivered within 24 hours of inspection, guaranteed. For agencies with urgent requirements or same-day needs, we can often accommodate if clerks are available in the relevant area. Our same-day reporting commitment applies regardless of property size or report complexity—we never compromise quality for speed. This reliability allows agencies to maintain tight tenancy timelines, minimise void periods, and provide professional service to landlord clients.
7.3 Under the Tenant Fees Act, who pays for inventory services?
The Tenant Fees Act 2019 prohibits charging tenants for inventory or check-in services. Inventory costs must be met by landlords or included in agency management fees charged to landlords. hihouse works directly with agencies and landlords to ensure compliant billing structures. Our transparent pricing allows agencies to incorporate inventory costs into landlord packages whilst maintaining profitable service delivery and regulatory compliance.
Section 8: Pricing & transparency
8.1 How much does a property inventory cost?
For 1-bedroom properties:
- Stage 1 "as found" check-out report: £160
- Stage 2 post-clean check-in inventory: £140
- Combined check-in/inventory service: prices vary by specification.
Larger properties, luxury residences with extensive high-value contents, or properties requiring extended documentation time will be priced accordingly. Portfolio pricing is available for agencies and operators managing multiple properties, offering better value for ongoing partnerships. All pricing is transparent with clearly defined costs. Contact us for detailed quotes based on your specific requirements, property count, and service frequency.
8.2 Do you charge extra for photographing every storage space?
No comprehensive documentation of all drawers, shelves, cupboards, and storage spaces is included as standard in all hihouse reports. We also do not charge extra for large numbers of photos, as forensic documentation is fundamental to our service model.
Additional charges may apply only for exceptional circumstances: heavy clutter or belongings requiring extended on-site time (price to be confirmed), excessive item counting beyond standard requirements (£25 per room if considered excessive), or food waste/fridge clear-outs requiring additional time (price to be confirmed).
8.3 Are there additional charges for urgent bookings or weekend work?
We do not charge extra for short-notice or urgent bookings during standard business hours (Monday-Friday). Weekend work carries a £50 supplement. Out-of-hours work (evenings, very early mornings) carries a £100 supplement. However, for portfolio clients with ongoing contracts, scheduling flexibility is often built into partnership terms. We do not charge extra for congestion zones, parking, or standard travel within Greater London zones. All additional charges are transparently communicated before booking confirmation.
8.4 How do I book your services?
Booking hihouse is straightforward. Contact us via phone, email, or our website contact form with your property details, preferred dates, and service requirements. For portfolio clients, we can provide dedicated account management with centralised booking systems and streamlined scheduling. We'll confirm availability, provide transparent pricing, and coordinate access arrangements. For urgent requirements, call us directly and we'll accommodate where possible. All bookings are confirmed in writing with clear service specifications and pricing.
Section 9: Working with hihouse
9.1 Do you cover my area in London?
We serve all major developments and residential properties across Greater London, including Canary Wharf, Stratford, Nine Elms, Wembley Park, White City, Woolwich, King's Cross, Greenwich, Mayfair, Kensington, Chelsea, and all zones. Our clerks are mobile throughout the capital and regularly work across every London borough. We understand zone-specific market dynamics and have established relationships with property professionals throughout London. We do not charge extra for congestion zones, parking, or standard travel within Greater London.
9.2 What training do your clerks receive?
All hihouse clerks undergo 3+ weeks of intensive training combining technical documentation skills, neuroscience-based visual pattern recognition, and property-specific operational procedures. Training covers HDR photography techniques, legal compliance, behavioural psychology principles, property management system integration, and the quality expectations of premium properties. Ongoing development ensures our team remains current with industry standards, technological advancements, and evolving regulatory requirements. This investment in training delivers the consistent excellence our clients expect.
9.3 What happens if there's a dispute after check-out?
Our detailed photographic evidence and forensic documentation support Tenancy Deposit Scheme adjudication and insurance claims. Our professionally compliant reports provide the clarity needed for fair resolution, protecting both property owner interests and occupant rights with objective, timestamped evidence that stands up to professional adjudication and legal scrutiny. Our reports are specifically designed to meet TDS evidential requirements, regulatory standards, and insurance company documentation expectations.
