Welcome to our Help Center 👋

Who can use Lofti?

“The Lofti app is free to download from the App Store and Google Play.

If you are a Homeowner, our app is free to use to manage your own home. If you are a Tenant, the app is also free to use to manage any communications or maintenance issues with your Landlord if they manage their property with Lofti

If you are a Landlord, you can benefit from our next-gen property management service which covers communications with tenants, managing maintenance, onboarding workflows and portfolio dashboards.

For Businesses and big Portfolio/HMO Landlords manage all your property needs with our Software-as-a-Service product.”

Can I rent a flat on Lofti?

“It is not currently possible to rent a flat on Lofti. This may be coming very soon. Stay tuned. “

How does the free trial work?

Write to us at hello@lofti.co. to find out more. We’d love to hear more about how we can help you. T&Cs apply.

Do I have to sign a long-term contract?

“We built Lofti as a community where landlords, homeowners and tenants receive superior quality of services and can solve all their home related problems hassle-free by use of technology at the speed of a mobile tap

As a landlord, you can subscribe to start using our service on a month-to-month subscription contract directly using our web app or mobile app.

For businesses, contract length varies depending on each business’ situation. Please get in touch to work with us. We’d love to hear from you.”

Can I cancel at any time?

“For landlords, you can cancel your subscription at anytime with a 1 month notice period. Please check our terms and conditions for more information.

For businesses, cancellation terms will be according to your contract.”

Do I have to pay to use Lofti?

“Our Lofti mobile app is free to download and free to use to for tenants.

For Landlords, you can use our product for a fixed cost of £9.99 per tenancy, per month.

If you are an agency or property manager, you can use our product Software as a Service product. Please reach out for custom pricing based on your portfolio size and requirements. Reach out to us on hello@lofti.co ”

What’s the best way to contact you if I have a problem?

You can send us a message with details on the app. You can attach photographs to help us identify the problem and propose the best solution. If you have an emergency, you call.

My heater does not turn on. How do I turn it on?

Most modern home thermostats control the temperature and conserve energy. Check the temperature setting on your thermostat and increase the temperature if it is too low.

If your property is connected to a gas boiler, the water pressure in the boiler may be too low. You can check the water pressure gauge on the boiler and top up with water as needed.

For more information, please refer to your boiler manufacturer’s instruction manual.

My washing machine is noisy.

This is a common problem which can be corrected by levelling the appliance. For more information, please refer to your washing machine manufacturer manual. Please ensure you don’t overload the appliance in accordance with manufacturer’s guidelines.

Which areas are covered by Lofti?

We are currently serving London zones 1-5. We will soon expand nationally. Sign up now to not miss out.

How does Lofti compare with competition?

At Lofti, we understand that being a trusted and reliable service provider is no longer enough. Landlord and tenants deserve more.

Our goal is to remove all friction points and provide tenants with the best possible home experience.

We also know it is more important than ever to return more net income to the landlords. We rely on our next-gen software platform and smart data to keep fees and maintenance costs low.

We are agile and empower landlords to provide tenants with the best home experience.

Is my account safe and secure?

Your data secure at all times. Data is transmitted through an encrypted channel (SSL) and is in turn stored and accessed securely using AES-256 encryption. We do not share your data with third parties.

What happens to my data when I cancel?

Upon cancellation, user data on our servers are treated according to the GDPR compliance procedures as appropriate.

Are there any fees in addition to my subscription plan?

An average size property will incur a one-off onboarding fee of £99.

Our tenant referencing service costs £20 per tenant.

The fee for inventory check-in service depends on the size of the property and is confirmed on a case by case prior to the tenancy start.

I think I have a leak in my home.

Please locate the mains water shut off valve and turn off the water immediately. Then, please contact us through the app to report the issue. You may provide photographs and details to help us identify the problem. We will try to help you resolve the problem, but if this is not possible, we will arrange a visit by a member of our Home Professional Team.

One of the light bulbs in my home is no longer working.

It is easy to replace a lightbulb for most light fittings. You may remove the old light bulb to check whether it is a Bayonet or Screw-in type. You can find replacement light bulbs in supermarkets or on online stores. We recommend using LED light bulbs which save energy and last longer. Please note that most recessed ceiling light fittings use GU10 bulbs. If you have any questions, please feel free to send us a message through the app with photographs and details.

What do I need to do to start paying Council Tax?

You may visit https://www.gov.uk/find-local-council to find your Local Authority and visit their website. There, you can setup a new account to pay Council Tax. You can complete the process online and set up a Direct Debit to pay council tax in monthly instalments.

My windows or my walls are wet or have visible water droplets.

The air in your home contains moisture which may condense on cold surfaces such as windows and external walls. You can avoid condensation by keeping your home warm and well ventilated. If your home does not feature MVHR (mechanical ventilation heat recovery), you may open the windows for a few minutes a day. You may monitor humidity with a battery-operated humidity meter.

Where can I adjust the fridge’s temperature?

Your fridge will usually have a temperature gauge for the fridge and freezer compartments, where available. Please refer to your fridge manufacturer’s manual for more information on how to set the correct temperature and save energy.

The electricity is cut off. How can I turn it on?

If a big electric appliance (oven, fridge, washing machine etc) is not working, it may be that its fused spur switch was accidentally turned off. Spur switches are usually found in one of the kitchen cupboards on inside the utility room. The switch will usually be labelled with the name of the appliance it controls, eg. Washing machine. If the switch is off, turn it back on and check whether the appliance now works normally. If not, the fuse may have failed and need replacing. Always use a fuse with the correct amp rating for your appliance.

If there is still no electricity to the appliance, or some or all areas of your home have no power, check your consumer unit. It is a metal box usually located in the utility room. If a switch has tripped, try to turn it back on. If the switch keeps tripping, then there may be a short circuit. Please let us know and we will arrange a visit by a member of our Home Professional Team.

In some instances, there may be a power failure in your building or wider area. Please pay attention for any announcements by your building manager or utility provider.

I would like to make copies of the keys to my home. What do I do?

Please contact us through the app to request additional keys to your home.

Do I need to create a new account for electricity and gas?

Yes. Unless the cost of electricity and gas is explicitly included in your rent, you must set up an account with a utility provider and pay for electricity and gas. Your welcome pack will include details of recommended suppliers and discount codes to access the best offers and save money.

Do I need to pay for a TV Licence?

In the UK, you are required to have a TV Licence to:

  • Watch or record programmes as they’re being shown on TV, on any channel
  • Watch or stream programmes live on an online TV service (such as ITV Hub, All 4, YouTube, Amazon Prime Video, Now TV, Sky Go, etc.)
  • Download or watch any BBC programmes on BBC iPlayer

This applies to any device you use, including a TV, desktop computer, laptop, mobile phone, tablet, games console, digital box or DVD/VHS recorder.

You can visit https://www.tvlicensing.co.uk/ to create an account and set up a Direct Debit.

A door hinge is noisy when the door opens and closes.

You can apply some WD40 spray on the hinge. This will reduce friction while opening or closing the door and ensure a smooth and silent operation.

The oven seems locked. How do I unlock it?

Some modern ovens feature child locks which engage when the oven is in operation or the temperature is high, to avoid injuries.

Please refer to your over manufacturer’s manual for more information on how to operate your oven safely.

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