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For residents

Before you call us, why not see if your question is answered here in our FAQs section? Here you'll find information on everything from painting and decorating, to meter readings and Parking Permits. 

At East Village you should take your completed parcel delivery form to 80 Celebration Avenue along with a form of ID, proof of address (tenancy agreement or utility bill) and your building fob to the East Village Management office at 80 Celebration Avenue. At Elephant Central arranging parcel collection has never been easier thanks to the wonderful new, app based service, provided by Bringme. Simply download the app, register and your good to go - the app will even tell you when you have a parcel to collect! Please be aware that for deliveries over a certain size or for fresh food supermarket deliveries you will need to be at home as we will not be able to hold these for you.

Permission must be sought and will only be granted with the following conditions: At East Village, that any curtains that the Tenant hangs from the windows of the Premises should be white or off white or are lined specifically with white or off white lining in order to provide conformity of all window dressings in the East Village. That any curtains are hung on the existing rails or poles and no further rails are installed. That the GET LIVING LONDON curtains which are removed are stored properly folded and in a dry and secure place for the duration of the tenancy. At the end of the tenancy; the original curtains should be rehung and free from any soiling or creases. At Elephant Central all of our blinds and curtains have been custom selected for your comfort and to best compliment your home. As such, you are not able to change these during the course of your tenancy.

Washable at 40 degrees, 1 spot iron, no tumble dry, no bleach, dry cleanable. At Elephant Central we would recommend having the curtains dry or steam cleaned before you leave. We can also arrange to have this done for you, please contact us to let us know.

Changes to blinds are not allowed as they will ultimately require some modification to the fixtures & fittings.

You are welcome to hang pictures using picture hook without having to notify us.  Single hooks can be used for pictures up to 3kg in weight or 5kg for where two hooks are used.  We would advise that the maximum hangings per wall are two. At East Village should you exceed this then you would pay an apportionment of filling the holes and making good the walls at your tenancy end. If the items you wish to hang weigh more than 5kg we will supply you with guidelines for your reference. At Elephant Central you will need to make sure that all holes/resulting damage to the walls has been repaired before you leave Alternatively, we can provide a quote for our Home + team to hang items. If you use one of our operatives and stay for the full three years of your tenancy we will not charge for any making good when you leave!

You are free to paint the walls of your home using the paint types we specify. You will be required to put back to the same standard as move in, unless your tenancy agreement states otherwise. At Elephant Central if you are on a 3 year tenancy and stay for the full three years, we will not charge you for re-decorating back.

Unfortunately we are unable to remove items of furniture however you are free to remove and store at your own cost so long as all furniture is replaced at the end of your tenancy in the condition in which it was supplied. Get Living is not responsible for any costs related to this and reserve the right to charge for the replacement of any missing/damaged furniture.

At East Village we will assist you in supplying replacements for which there will be a charge. In Elephant Central if any of your ceiling LED bulbs, service cupboard bulbs or bathroom light bulbs break then please contact us and we will arranger to replace these for you.

We have no provisions to provide alternative mattresses or store unwanted items. We would agree to your insuring & storing the item at your own cost and you would also be responsible for returning any item back to the home at the end of your tenancy.

At East Village all hobs are induction hobs and will require induction pans. The pans will only work if they are large enough to cover the surface of the ring and there is sufficient contact with the bottom of the pan.

Your inventory and move in report will be emailed out to you within 48 hours of your move in appointment. If you have not received this, please contact us and we will gladly resolve this for you.

You will have 14 days to look over your inventory and notify us of any additions/amendments you feel may be appropriate. If there are multiple additions amendments, please do email us a bullet pointed list along with any supporting photographs and we will ensure a copy is saved on your file alongside the Check In report. We would encourage you to keep a copy for your records also.

Your water and hot water/heating suppliers are fixed and you therefore are not able to switch. You may change your electricity provider but we would ask that you notify us of the new provider as and when you vacate the property.

In East Village, East London Energy have a 40 year contract in place to supply East Village, the wider Olympic Park and a number of surrounding developments with a district hot water and heating system. Such a system is considered to be more efficient producing lower carbon emissions whilst also benefiting from economies of scale. At Elephant Central your home does not have a gas boiler and all hot water is supplied via a central plant room elsewhere on the estate which is then pumped to your home and distributed around your home by your Heat Interface Unit (HIU). E.on are contracted to supply the energy used to heat all of the hot water for the estate. As such, your supply agreement with them is to pay for the amount of hot water you consume via your HIU (where your meter is mounted).

At East Village most electric and water meters are located in communal cupboards within your building (though some water meters are located within flat utility cupboards). The communal cupboards are not accessible to residents due to a number of health and safety constraints. Team East Village take monthly readings and pass these across to Get Living London monthly at the end of each month. If you would like a reading, please do contact your relationship management team and they will be able to confirm details of your most recent readings along with your serial number. At Elephant Central your hot water and cold water supply meters are located in your service cupboard for you to check at your convenience. Your mains electricity meter is in a separate cupboard in your corridor; if you ever require a meter reading for this, please contact us and we will be happy to send one across.

At the moment we have a limited number of temporary parking spaces that we are able to allocate to residents moving in but do not have temporary spaces that we are able to issue to visitors or contractors. There are a number of different parking options available across East Village. We have a colour coded map we are able to issue in the office which details locatins of disabled spaces, private pay as you go spaces or loading bays available across East Village. For longer term parking we would recommend checking the surrounding multi storey car park tarrifs. There is no residential parking available at Elephant Central.

Please contact your relationship management team who will be able to submit the request for you. Car Parking spaces are charges at £65 per calendar month and will require one months notice to hand back. Motor bike parking spaces are £21.67 per calendar month and will require one months notice to hand back. We will issue a licence for you to electronically sign for the space to be allocated, along with a direct debit for monthly payment. The fob and permit will take 3-5 days to arrive. We are only able to issue a licence for a minimum 3 month period. Elephant Central does not supply a residential parking service and, therefore, we cannot offer any parking to residents or guests of residents. In the case of moving in/out we can offer a short stay unloading/loading parking service. To check availability and make arrangements for this, please contact your relationship management team.

At Elephant Central just let us know you have lost your key and we can have one made for you during the next available business hours. We will need to know the serial numbers of any remaining fobs The cost of a replacement fob is £12. At East Village contact your relationship management team and they will be able to arrange replacements for you. All prices are inclusive of VAT & delivery. Please note, delivery times can vary from 3-10 days depending on the supplier. Door Entry Fobs: £6 Flat Aspex Keys: £19.08 Glutz Fobs: £12.00.   RF (undercroft gates) fobs £30.00   DAD Post Box Lock: £23.88 DAD Post Box Key: £20.16   Renz Post Box Lock: £23.40 Renz Post Box Key: £13.68 Safety Letter Box Company: £11.40 *pricing correct as at March 2017.

Due to security protocols we are unable to hold keys on behalf of residents for friends or family to collect. If you contact your relationship management team in advance, we are happy to grant access to friend or family member by arrangement and within reason.

In East Village email your Relationship Management team with the fob reference number and we will arrange for this to be reprogrammed remotely. This may take 24 hours – 3 days. Where access is required to a building we will always try and fast track this where possible. In Elephant Central please take your fob to concierge in Raglan House for assistance where we can reprogram this for you. Outside of hours, security can let you into your home until the office re-opens (please have ID ready).

Feedback & complaints

Emergency Contact Details

If you need emergency help use the contact details below for your neighbourhood.

East Village
020 3714 8083
Elephant Central
0203 874 1874

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