Frequently Asked Questions

We want you to feel at home.

Before making any alterations, please speak to your site team or property manager as written approval may be required.

We'll act promptly, keep you informed and work to resolve issues in line with legislation and the terms of the agreement.

Payment arrangements vary depending on the development and agreement type.

Your site team or property manager will explain your available payment methods before you move in.

Absolutely.

We're committed to creating an inclusive workplace where everyone feels respected, supported and able to succeed.

Yes.

Where instructed, we securely store keys to facilitate viewings, inspections and maintenance access.

We create and manage places where people love to live.

From Build to Rent communities and co-living developments to privately rented homes and leasehold buildings, we support residents, landlords, leaseholders and investors across the UK.

Services include:

• Asset management
• Mobilisation
• Lease-up
• Residential operations
• Resident engagement
• Consultancy
• Building management

Yes.

We work with clients from early design stages through mobilisation and ongoing operation.

In most homes, council tax is the resident's responsibility.

Some co-living products may include council tax within the monthly charge.

Your agreement will confirm what's included.

Visit our Careers page to explore current opportunities and learn more about working with us.

We aim to respond as quickly as possible.

Emergency repairs are prioritised immediately, while routine repairs are scheduled according to urgency and contractor availability.

We'll keep you informed throughout.

A leasehold property gives you the right to occupy and use a property for the term specified within the lease.

Your rights and responsibilities are set out within the lease document.

Our recruitment process is designed to be straightforward, welcoming and transparent.

We'll keep you informed throughout.

We'll acknowledge your complaint, investigate the matter and keep you informed throughout the process.

Amenities vary by development.

Depending on where you live, these may include:

• Gyms and fitness spaces
• Swimming pools
• Roof terraces and gardens
• Resident lounges
• Private dining rooms
• Co-working spaces
• Cinema rooms
• Concierge services
• Wellness facilities

Visit the development website or speak to the team for details.

If you're dissatisfied after we've completed our complaints process, you may be able to refer your complaint to our independent redress scheme.

Details will be provided as part of our final response.

Timescales vary depending on the information required and how quickly references are returned.

Our team will keep you updated throughout the process.

Of course.

We simply ask that guests respect your neighbours, the building and any community rules that apply.

A holding deposit reserves your chosen home while referencing is completed.

Where applicable, it is usually deducted from monies due before move-in.

Features vary depending on the type of home you live in.

Build to Rent and Folk Residents

You may be able to:

• Report maintenance issues
• Track repairs
• Access documents
• Book amenities
• View resident events
• Contact your site team
• Access building information

Private Rented Residents

You can:

• Report maintenance issues
• Track maintenance requests
• Contact our property management team

Many developments offer both furnished and unfurnished options.

Please check the listing or speak to the team for availability.

You'll receive login details when you move in.

If you need assistance accessing your account, please contact your site team.

We advertise homes through major property portals, our own channels and our database of prospective residents.

Our team manages the process from enquiry through to move-in.

Our latest landlord fee schedule can be viewed here:

Under the Consumer Rights Act 2015, we are required to display a list of fees that we are able to charge landlords. urbanbubble or the companies it represents can charge the following fees:

Our redress scheme is The Property Ombudsman. Should you not be happy with the outcome of a complaint following our complaints procedure you can refer your complaint to The Property Ombudsman within 12 months of us issuing our final response.

Our Client Money Protection is Property Mark no. C0129134

Yes.

Services may include rent collection, maintenance coordination, inspections, resident communication and compliance support.

Community is a big part of what we do.

Many developments host regular resident events throughout the year, including:

• Wellness sessions
• Social events
• Fitness classes
• Workshops
• Seasonal celebrations
• Resident clubs and interest groups

Events vary between developments.

Build to Rent

Purpose-built rental communities professionally managed by urbanbubble.

Many developments offer on-site teams, resident events and shared amenities designed to make renting easier and more enjoyable.

Folk Co-Living

Private studios combined with extensive shared spaces including lounges, co-working areas, gyms and roof terraces.

Many costs are included within one monthly payment.

Private Rented Homes

Homes owned by individual landlords and professionally managed by urbanbubble.

You'll receive the same professional service and support throughout your time with us.

The process depends on where your home is located and the type of agreement you have.

Rules differ across England, Scotland and Wales.

If you're approaching an important date or thinking about moving out, please speak to your site team or property manager who will explain your options and next steps.

Where required, deposits are protected in an approved tenancy deposit scheme.

Requirements vary, but you may be asked to provide:

• Proof of income
• Identification documents
• Right to Rent documentation where required
• Previous landlord details where applicable

If your circumstances are a little different, speak to our team and we'll explain the options available.

urbanbubble strives to provide a high level of service; however we recognise that occasionally, we might not meet the high standards we set ourselves. If you are unhappy with our service, we’d like to know so we can put things right for you. Outlined below you’ll find some simple steps to take should you wish to make a complaint.

Stage One
We’d like to deal with your issue as quickly as possible. One of our team members (either onsite, in person, over the phone or via email) will attempt to resolve your complaint in the first instance.

Stage Two
If one of our team members is unable to resolve your complaint in the first instance, or you would like to raise a formal complaint, please send us a letter or an email using the contact details below. Clearly state ‘complaint’ in the title and include as much information as possible. All written complaints will be acknowledged within three working days and a member of the Senior Leadership Team will investigate and aim to respond, and fully resolve, your complaint to the satisfaction of both parties within 15 working days of sending the acknowledgement letter/email. In the event that we’re unable to do so within this timeframe but are still working on a solution, we will contact you to provide regular updates on our progress.

Stage Three
At this stage, if you are still not satisfied with the responses provided, we will arrange for a separate review to be undertaken by the Customer Experience Executive. The Customer Experience Executive will acknowledge your complaint within three working days and endeavour to send a final viewpoint letter/email, resolving any issues to the satisfaction of both parties within 15 working days of sending the acknowledgement letter/email. In the event that we’re unable to do so within this timeframe but are still working on a solution, we will contact you to provide regular updates on our progress. Please note that, dependant on the nature of the complaint and the length of time it has taken to resolve, urbanbubble may make the decision to class a complaint as Stage Three. If this is the case, you will be notified directly.

urbanbubble Limited
Sevendale House
7 Dale Street
Manchester
M1 1JA

Email: complaints@urbanbubble.co.uk

Where included within the service, detailed inventory and schedule of condition reports are completed at the start and end of a tenancy.

A Section 20 consultation is a legal process used when certain major works or long-term contracts are proposed.

Where required, we manage this process in accordance with legislation.

We manage homes and residential communities across England, Scotland and Wales and Northern Ireland.

This varies by development but may include:

• Building insurance
• Cleaning and maintenance
• Repairs
• Lift servicing
• Grounds maintenance
• Facilities management

We combine operational expertise with a people-first approach to create communities that perform.

Our focus is on resident experience, leasing performance and long-term asset value.

The quickest way is through your resident portal or maintenance platform.

You can also contact your site team if you need assistance.

Reporting can include:

• Occupancy performance
• Leasing activity
• Rental income
• Resident satisfaction
• Operational performance
• Market insights

Please contact us as soon as possible.

The earlier we understand the situation, the sooner we can discuss potential options and support.

Visit our website or speak to your site team and we'll make sure your enquiry reaches the right person.

Your agreement information will be available through the relevant resident platform or from your site team.

If you're unsure where to find something, just ask.

Service charges cover the cost of managing, maintaining and operating the building and communal areas.

The method of calculation will be detailed within your lease.

If you can't find the answer you're looking for, please contact a member of the urbanbubble team.

We're always happy to help.

Once you've found the right home, we'll guide you through the application process.

We'll ask you to complete an application and provide supporting information for referencing.

We'll keep you updated throughout.

Yes.

If you've chosen a furnished home, please speak to us first as we may not be able to remove existing furniture.

Not everyone does.

Deposit requirements vary depending on the property and agreement type.

Your lettings adviser will explain any applicable deposit requirements before you proceed.

We offer lettings and property management services designed to help protect your investment and provide a great experience for residents.

No.

Smoking and vaping are not permitted inside any urbanbubble-managed apartment or internal communal area.

Checks may include:

• Income verification
• Credit checks
• Employment references
• Previous landlord references
• Identity verification
• Right to Rent checks where required

If you are still not satisfied after the final stage of the in house complaints procedure outlined above (or more than eight weeks has elapsed since the formal complaint was first made) you can request an independent review from The Property Ombudsman, who will investigate your complaint without charge. You will need to submit your complaint to the Property Ombudsman within 12 months of receiving our final viewpoint letter, including any evidence to support your case.

The Property Ombudsman
Milford House
43-55 Milford Street
Salisbury
Wiltshire
SP1 2BP

Phone: 01722 333 306
Website: www.tpos.co.uk
Email: admin@tpos.co.uk

As a member of The Property Institute (TPI), urbanbubble comply with the Customer Charter and Standards set out by the Royal Institution of Chartered Surveyors’ Code.

Mediation
If at any time during the complaints process either party feels that the situation might benefit from the involvement of an independent mediator, this can be incorporated into the process. Although we acknowledge that mediation can help resolve problems in certain situations, we do not expect it to be necessary as we are more than happy to work and communicate directly with you throughout your complaints process. Should you wish to learn more about independent mediation, you can find further information here.

The best place to start depends on the type of home you're looking for.

Build to Rent Homes

Visit the website of your chosen development to explore availability, learn more about the community, and book a viewing.

Folk Co-Living

Visit the Folk website to explore available studios, flexible stays and community spaces.

Private Rented Homes

Contact our lettings team who will be happy to help you find a suitable property.

If you're unsure which option is right for you, get in touch and we'll point you in the right direction.

Under the Consumer Rights Act 2015 we are required to display a list of fees that we are able to charge tenants. urbanbubble or the companies it represents can charge the following fees:

a) the rent as advertised or agreed

b) tenancy deposit which is equal to five weeks rent protected in government approved scheme

c) holding deposit (to reserve a property) equal to one weeks rent

d) payments to change the tenancy when requested by the tenant, at £50 per request such as:

pets to be kept in the property

a change of sharer in a joint tenancy

permission to sub-let

a business to be run from the property

or any other amendment which alters the obligations of the agreement

e) payments associated with early termination of the tenancy, when requested by the tenant, capped at the landlords loss and/or the agents reasonable costs

f) payments in respect of utilities, communication services, TV licence and council tax;

g) a default fee for late payment of rent and replacement of a lost key/security device, where required under a tenancy agreement

Our redress scheme is The Property Ombudsman. Should you not be happy with the outcome of a complaint following our complaints procedure you can refer your complaint to The Property Ombudsman within 12 months of us issuing our final response.

Our Client Money Protection is Property Mark no. C0129134

Absolutely.

Most of our homes can be viewed in person, and many developments also offer virtual tours.

We always recommend visiting where possible so you can experience the home, amenities and community first-hand.

Privacy Policy.

General

We are urbanbubble Ltd (company number 06516374) trading as urbanbubble (“we, us, our”). For the purposes of data protection legislation, we are the data controller (registered address of Sevendale House, 7 Dale Street, Manchester, M1 1JA). We are committed to protecting, respecting and securing your data. This Privacy Policy explains our practices, including your choices regarding the collection, use, and disclosure of certain information by the urbanbubble group of companies.

We will process your personal information in accordance with the UK GDPR and national laws which relate to the processing of personal information, including the UK Data Protection Act 2018 and General Data Protection Regulation (Regulation (EU) 2016/679).

This Privacy Policy explains:

·Why and how we may use the personal information that we have obtained from interactions with you (or others), including when you visit and use Our website(s) or when you contact us;

·With whom we may share your personal information; and

·The rights you have in connection with the information we use.

We do not knowingly collect personal information from children aged under 13 and do not target our website to children aged under 13. If you are aged under 13, please do not submit any personal information via our website. Please notify us promptly if you have reason to believe that a child aged under 13 has submitted personal information to us.

By visiting any urbanbubble Ltd affiliated website or corresponding with us by telephone, email (including any of our online forms) or by post you are accepting and consenting to the practices described in this Policy.

1. Information we collect about you

We receive and store information you give to us

When you enquire, own, rent, are party to or lease a property that we manage, create an account on our site(s), contact us (either via our website, in branch, on social media or by telephone), take part in customer satisfaction surveys, apply for a role, we may collect personal information about you, including:

·Contact information: – your name, email address, telephone number, postal address, marketing preferences, social media handles and other information that enables us to contact you;

·Employment information: – your income, job title/role, company/employer’s name and other information related to your employment;

·Payment information: – your credit or debit card details, bank account information, payment and other information required when you make a payment;

·Identity verification and credit check information: – your government issued ID, date of birth, previous address history, signature and other information collected for identity verification and credit checking purposes;

·Enquiry information: – information included within and relating to contacting/enquiry; and

·Survey response information: – your response(s) to our surveys.

Personal information we collect about you

·We may automatically collect information about your use of our site(s), such as the number and duration of visits and details of which particular pages have been visited. We will anonymise this information so that it is not attributable to you.

·We may be able to see your activity on our customer portal(s); last log-in and requests

·Details of your interaction(s) with our team, such as the date, time, reason for contacting us and resolution, and if you call us, your phone number and call recordings

A CCTV system may monitor parts of the building or estate within which you own, rent, or urbanbubble manage, for up to 24 hours a day.

Information we may collect about you from other sources

We may obtain the following personal information about you from the following sources, which we use in ways described in the corresponding sections below:

1. How and why we use your personal information

In order for us to be able to process your personal information, we must rely on a certain legal bases as a data controller. The purposes for which we use your personal information and the legal basis on which we rely is as follows:

What we do with the information

We use information to process a task, your registration, any orders, enhance our services, your experience and to share relevant updates. We ensure that our information collection and processing is always proportionate. We will notify you of any material changes to information we collect or to the purposes for which we collect and process it.

For example, we use your information to:

·Help us quickly and efficiently respond to inquiries and requests

·Communicate with you regarding our service (for example by email, portal notifications and SMS), so that we can send you financial documents, updates on maintenance issues, news about urbanbubble, details about new features and content available on urbanbubble, surveys and to assist you with operational requests such as password reset requests.

·Carry out our obligations to provide you with the information, products and services relating to the service that we are contracted to carry out

·Carry out website admin tasks and for internal operations, including troubleshooting, website safety and security

·Notify you of any changes to our services or our websites

Push notifications
We may send you push notifications through our mobile application to provide important service-related information. These notifications are operational in nature and may include:

These notifications are sent on the basis of our legitimate interests in providing our services and ensuring you are kept informed about matters relating to your account and property. We do not use push notifications for marketing or promotional purposes.

You can manage or disable push notifications at any time through your device settings

1. Disclosure of Personal Information to Third Parties

We may disclose your information to the following third parties:

We may also disclose your information to the police, regulatory bodies, legal advisors or similar third parties where we are under a legal duty to disclose or share your information in order to comply with any legal obligations, or in order to enforce or apply our terms and conditions and/or any other agreement or contract we enter into; or to protect our rights, property, or safety of our customers, staff or others. This includes sharing/exchanging information with other organisations in the industry or elsewhere for the purpose of fraud prevention/detection and/or referencing.

We will not share your data with third parties for the purpose of those third parties to send you marketing material without your consent.

When disclosing information to third parties, we will share the minimum amount of information that is necessary to complete that task. We will ensure that when data is being shared with third parties that all necessary provisions are in place before the sharing, including but not limited to a Data Sharing Agreement.

In the event of mergers and acquisitions, we may transfer ownership of personal data to a third party who will then become the controller of that data, we will notify all affected data subjects in this case. This will not affect any of your data subject rights as detailed below.

Use of AskVinny AI Tool

We have partnered with AskVinny (www.askvinny.co.uk), an AI-powered conversational tool integrated into our website to assist with enquiries and qualify leads for property viewings. When you interact with AskVinny, it may collect and process personal data such as your name, contact details, salary information and property preferences to provide relevant responses and facilitate booking viewings.

AskVinny acts as a data processor on our behalf and processes your information in accordance with our instructions and applicable data protection laws. Your data will only be used for the purposes of responding to your enquiry and arranging viewings.

1. International Transfers

Where permitted by the applicable law, we may transfer your personal information to other jurisdictions outside of the UK for the purposes set out in this Privacy Policy. We will implement appropriate safeguards to ensure that the transfer of personal data outside of the UK is secure. The safeguards may include:

·Relying on declarations made by regulators or government (adequacy decisions/regulations)

·Where the third country that the data is being sent is not subject to such declarations, the standard contractual clauses approve by the appropriate regulator or governments will be implemented, as applicable.

·Ensuring that the recipients are subscribed to international frameworks; or

·Such alternative measures as are valid and appropriate at that time.

1. Data Retention

If we collect your personal information, the length of time in which we retain it is determined by several factors including the purpose(s) for which it was collected, it is being used for and our obligations under other laws. We do not retain personal information in an identifiable format for longer than is necessary.

We may need your personal information to establish, bring or defend legal claims. For this purpose, we will always retain your personal information for 7 years after the date it is no longer needed by us for the purpose listed under section 3 (How and why we use your personal information).

The only exceptions to this are where:

·The law requires us to hold your personal information for a longer period, or delete it sooner

·You exercise your right to have the information erased (where applicable) and we do not need to hold it in connection with any reasons permitted or required under the law

·You exercise your right to require us to retain your personal information for a longer period than our stated retention period

1. Data Security

We have implemented appropriate physical, technical and organisational measures to ensure that your personal information is secure from accidental loss and unauthorised access, use, alteration or disclosure. Internally, access to personal information is always limited only to people or parties that have a legitimate business need for accessing. All employees are subject to confidentiality clauses in employment contracts and receive regular data protection training.

Within our websites and apps, you may find outbound links to websites or apps owned and operated by third parties. urbanbubble are not responsible for any personal data that is submitted to any third party that is linked externally to our website(s).

1. Cookies

‘Cookies’ are small pieces of information sent to your computer or device and stored on its hard drive to allow the website to recognise when you visit it. Our website(s) use cookies to obtain an overall view of visitor habits and visitor and user volumes to the website.

If you are using an urbanbubble website, it is possible to switch off cookies by setting your browser preferences. For information on how we use cookies and how to switch them off on your device, please visit our Cookie Policy.

1. Your Rights

You have a number of rights in relation to your personal information under data protection law. In relation to certain rights, we may ask you for information to confirm your identity and, where applicable, to help us to search for your personal information. Except in certain circumstances permitted under applicable regulatory guidance, we will respond to you within one calendar month from either:

·The date that we have confirmed your identity; or

·Where we do not need to do this because we already have this information, from the date we have received your request.

We will ensure to keep you updated with regards to the timeframes in circumstances of exercising your data subject rights. You will be notified if we believe that our response will take longer than one calendar month.

You have the following rights, some of which may only apply in certain circumstances:

1. Changes to This Privacy Policy

This Privacy Policy may be updated from time to time in order to comply with legal, regulatory or operational requirements. Your continued use of the urbanbubble services after any such updates take effect will constitute as acceptance of those changes. To see when this Privacy Policy was last updated, please see the “Last Updated” section below.

1. Contacting Us

For any questions regarding your account, data, usage of cookies, this Privacy Policy, or for a copy of our complaints procedure, please contact us by email at datacontroller@urbanbubble.co.uk.

If you wish to find out more about your rights and the legislation, the supervisory authority in the UK is the Information Commissioner’s Office can be contacted at https://ico.org.uk/concerns/ or telephone: 0303 123 1113.

Last Updated: 17/12/2025.

This cookie policy relates to your use of our website, www.urbanbubble.co.uk.

This cookie policy should be read together with our Privacy Policy which sets out how and why we collect, store, use and share personal data generally and other important information relating to your rights in your personal data.

Who we are

This website is operated by urbanbubble Ltd (company number 06516374).

Other websites

We may link to other websites owned and operated by third parties from our website. These other third-party websites may also use cookies or similar technologies, or otherwise use your personal data, in accordance with their own separate policies.

How we use cookies

A cookie is a small text file which is placed onto your device (e.g. computer or smartphone) when you use our website. We use cookies to make our website work and to improve your experience on our website, including:

· Determining if you are logged in or not

· Remembering your search settings

· Remembering if you have accepted our terms and conditions

· Allowing you to add comments to our site

· Seeing how you use our site to improve our services and website

Some of this data will be aggregated or statistical, which means that we will not be able to identify you individually.

Cookies are widely used in online advertising. For example, you may notice that sometimes after visiting a site you see increased numbers of adverts from the site you visited. This is because advertisers, including us may pay for these ads. You can learn more about online advertising at http://www.youronlinechoices.com, the official site for the Internet Advertising Bureau. You can opt-out of almost all advertising cookies at http://www.youronlinechoices.com/uk/your-ad-choices. It is worth noting that opting out of advertising cookies will not mean you won’t see adverts, just simply that they won’t be tailored to you any longer.

Cookie List

A cookie is a small piece of data (text file) that a website – when visited by a user – asks your browser to store on your device in order to remember information about you, such as your language preference or login information. Those cookies are set by us and called first-party cookies. We may also use third-party cookies – which are cookies from a domain different than the domain of the website you are visiting. More specifically, we use cookies and other tracking technologies for the following purposes:

Strictly Necessary Cookies

These cookies are necessary for the website to function and cannot be switched off in our systems. They are usually only set in response to actions made by you which amount to a request for services, such as setting your privacy preferences, logging in or filling in forms. You can set your browser to block or alert you about these cookies, but some parts of the site will not then work.

Performance Cookies

These cookies allow us to count visits and traffic sources so we can measure and improve the performance of our site. They help us to know which pages are the most and least popular and see how visitors move around the site. All information these cookies collect is aggregated and therefore anonymous. If you do not allow these cookies we will not know when you have visited our site, and will not be able to monitor its performance.

Cookies preferences

Except for strictly necessary cookies (which are always set), you can use the cookies consent tools on our website to accept or refuse cookies or to change your cookies preferences at any time.

You can also usually switch cookies off by adjusting your browser settings to stop it from accepting cookies. Doing so however may limit the functionality of the website.

You can learn more about third party cookies and how to opt out of these individually by visiting the relevant cookie owner’s website.

For further information about cookies and how to disable them please go to www.aboutcookies.org or www.allaboutcookies.org.

How to contact us

Please contact us if you have any questions about this cookie policy at datacontroller@urbanbubble.co.uk.

Changes to this policy

This policy was last updated on 30th January 2025. We may change this policy from time to time, so please check our website regularly. If substantive changes are made, we will usually prompt you to update your cookies preferences through our cookies management tool.

Terms of Use

Website

Acceptance

Welcome to our website. Your access to and use of this website is subject exclusively to these Terms and Conditions. You will not use the Website for any purpose that is unlawful or prohibited by these Terms and Conditions. By using the Website, you are fully accepting the terms, conditions and disclaimers contained in this notice. If you do not accept these Terms and Conditions, you must immediately stop using the Website.

Terms

The contents of the Website are for general information only and does not constitute advice and should not be relied upon in making or refraining from making, any decision.

urbanbubble Ltd. reserves the right to change or remove (temporarily or permanently) the Website or any part of it without notice.

The Website may include links to third party websites that are controlled and maintained by others. Any link to other websites is not an endorsement of such websites and you acknowledge and agree that we are not responsible for the content or availability of any such sites.

All copyright, trademarks and all other intellectual property rights in the Website and its content (including without limitation the Website design, text, graphics and all software and source codes connected with the Website) are owned by or licensed to urbanbubble Ltd co.uk or otherwise used as permitted by law.

In accessing the Website, you agree that you will access the content solely for your personal, non-commercial use. None of the content may be downloaded, copied, reproduced, transmitted, stored, sold or distributed without the prior written consent of the copyright holder.

Neither we nor any third parties provide any warranty or guarantee as to the accuracy, timeliness performance, completeness or suitability of the information and materials found or offered on this website for any purpose. You acknowledge that such information and materials may contain inaccuracies or errors and we expressly exclude liability for any such inaccuracies or errors fully permitted by law.

Your use of any information or materials on this website is entirely at your own risk, for which we shall not be liable. It shall be your own responsibility to that any products, services or information available through this website meet your specific requirements.

You agree to indemnify and hold urbanbubble Ltd. and its employees and agents harmless from and against all liabilities, legal fees, damages, losses, costs and other expenses in relation to any claims or actions brought against www.urbanbubble.co.uk and urbanbubble Ltd owned websites arising out of any breach by you of these Terms and Conditions or other liabilities arising out of your use of this Website.

If any of these Terms and Conditions should be determined to be invalid, illegal or unenforceable for any reason by any court of competent jurisdiction then such Term or Condition shall be severed and the remaining Terms and Conditions shall survive and remain in full force and effect and continue to be binding and enforceable.

These Terms and Conditions shall be governed by and construed in accordance with the law of England and you hereby submit to the exclusive jurisdiction of the English courts.

Last updated: 27th February 2026

urbanbubble – Complaints Procedure urbanbubble strives to provide a high level of service; however we recognise that occasionally, we might not meet the high standards we set ourselves. If you are unhappy with our service, we’d like to know so we can put things right for you. Outlined below you’ll find some simple steps to take should you wish to make a complaint.

Stage One

We’d like to deal with your issue as quickly as possible. One of our team members (either onsite, in person, over the phone or via email) will attempt to resolve your complaint in the first instance.

Stage Two

If one of our team members is unable to resolve your complaint in the first instance, or you would like to raise a formal complaint, please send us a letter or an email using the contact details below. Clearly state ‘complaint’ in the title and include as much information as possible. All written complaints will be acknowledged within three working days and a member of the Senior Leadership Team will investigate and aim to respond, and fully resolve, your complaint to the satisfaction of both parties within 15 working days of sending the acknowledgement letter/email. In the event that we’re unable to do so within this timeframe but are still working on a solution, we will contact you to provide regular updates on our progress.

Stage Three

At this stage, if you are still not satisfied with the responses provided, we will arrange for a separate review to be undertaken by the Customer Service Executive.

The Customer Service Executive will acknowledge your complaint within three working days and endeavour to send a final viewpoint letter/email, resolving any issues to the satisfaction of both parties within 15 working days of sending the acknowledgement letter/email. In the event that we’re unable to do so within this timeframe but are still working on a solution, we will contact you to provide regular updates on our progress.

Please note that, dependant on the nature of the complaint and the length of time it has taken to resolve, urbanbubble may make the decision to class a complaint as Stage Three. If this is the case, you will be notified directly.

urbanbubble contact details: urbanbubble Limited
Sevendale House
7 Dale Street
Manchester
M1 1JA
Email: complaints@urbanbubble.co.uk

Who else can help?

If you are still not satisfied after the final stage of the in house complaints procedure outlined above (or more than eight weeks has elapsed since the formal complaint was first made) you can request an independent review from The Property Ombudsman, who will investigate your complaint without charge.

You will need to submit your complaint to the Property Ombudsman within 12 months of receiving our final viewpoint letter, including any evidence to support your case.

Property Ombudsman contact details:

The Property Ombudsman
Milford House
43-55 Milford Street
Salisbury
Wiltshire
SP1 2BP

Phone: 01722 333 306

Website: https://www.tpos.co.uk/ Email: admin@tpos.co.uk

As a member of ARMA, urbanbubble comply with ARMA’s Customer Charter and Standards set out by the Royal Institution of Chartered Surveyors’ Code which is available from www.ricsbooks.com or telephone 0870 333 1600.

Mediation

If at any time during the complaints process either party feels that the situation might benefit from the involvement of an independent mediator, this can be incorporated into the process. Although we acknowledge that mediation can help resolve problems in certain situations, we do not expect it to be necessary as we are more than happy to work and communicate directly with you throughout your complaints process. Should you wish to learn more about independent mediation, you can find further information on the following website: http://www.civilmediation.justice.gov.uk/.

urbanbubble strives to provide a high level of service; however we recognise that occasionally, we might not meet the high standards we set ourselves. If you are unhappy with our service, we’d like to know so we can put things right for you. Outlined below you’ll find some simple steps to take should you wish to make a complaint.

Stage One

We’d like to deal with your issue as quickly as possible. Give us a call on 0141 611 1444 where one of our team will be happy to talk to you about the issue. One of our team members will attempt to resolve your complaint in the first instance, when raised verbally or via letter/email.

Stage Two

If one of our team members is unable to resolve your complaint over the phone or via email in the first instance, or you would like to raise a formal complaint, send us a letter or an email using the contact details below. Clearly state ‘complaint’ in the title and include as much information as possible.

All written complaints will be acknowledged within 3 working days and the Resident Services Manager will investigate and aim to respond, and fully resolve, your complaint to the satisfaction of both parties within 15 working days of sending the acknowledgement letter/email. In the event that we’re unable to do so within this timeframe but are still working on a solution, we will contact you to provide regular updates on our progress.

Stage Three

At this stage, if you are still not satisfied, we will arrange for a separate review to be undertaken by the General Manager.

The General Manager will acknowledge your complaint within 3 working days and endeavour to send a final viewpoint letter/email, resolving any issues to the satisfaction of both parties within 15 working days of sending the acknowledgement letter/email. In the event that we’re unable to do so within this timeframe but are still working on a solution, we will contact you to provide regular updates on our progress.

urbanbubble (Scotland) contact details:

urbanbubble

Solasta Riverside

Clyde Place

Glasgow

G5 8BX

Phone: 0141 611 1444
Email: complaints@urbanbubble.co.uk

Stage 4

Tenants may apply to the First Tier Tribunal for Scotland (Housing and Property Chamber) if you believe urbanbubble has breached the Scottish Letting Agent Code of Practice and you remain dissatisfied once the above stages have been exhausted.

First Tier Tribunal Contact Details

Glasgow Tribunals Centre

20 York Street

1 Atlantic Quay

Glasgow

G2 8GT

0141 302 5900

https://www.housingandpropertychamber.scot

LARN2207001

Data Protection Privacy Statement

Urbanbubble (Sales & Lettings) Limited is committed to protecting, respecting and securing your data. This Privacy Statement explains our practices, including your choices regarding the collection, use, and disclosure of certain information by the urbanbubble group of companies (“urbanbubble”).

This policy, together with our terms of use and any other documents referred to on it, sets out the basis on which any personal data we collect from you, or that you provide to us, will be processed by us.

By visiting any Urbanbubble (Sales & Lettings) Limited affiliated website or corresponding with us by telephone, email (including any of our online forms) or post you are accepting and consenting to the practices described in this policy. By accepting our services (e.g requesting property updates) and providing your contact details, you are authorising a soft opt-in whereby we are able to send you relevant communications.

For the purpose of the General Data Protection Act, the data controller is Urbanbubble (Sales & Lettings) Limited of Sevendale House, Dale Street, Manchester, United Kingdom, M1 1JA.

Within our websites you may find outbound links to websites owned and operated by third parties. These websites have their own privacy policies and you should review these as only they are liable for the use and security of the data you provide them.

Your Rights

Listed below are the rights that all individuals have under data protection laws these do not apply in all circumstances);

·The right to be informed about the processing of your data

·The right to have your personal information corrected if it is
inaccurate and to have incomplete personal information completed

·Where applicable, the right to object and restrict the processing of your personal information

·Where applicable, the right to have your personal information removed

·The right to request access to your personal information and to obtain information on how it is processed

Collection of Information

We receive and store information about you such as:

Information you provide to us:

·Your name, email address, billing and postal address, payment method and contact number and any relevant information that is featured in your lease/certificate of ownership. We collect this information in a number of ways, including when you enter it while using our service, interact with our team, or participate in surveys or marketing

·Information when you choose to provide reviews or ratings, account settings.

Information we automatically collect:

· We will be able to see your activity on our customer portal(s); last log-in and requests

· Details of your interaction(s) with our team, such as the date, time, reason for contacting us and resolution, and if you call us, your phone number and call recordings

A CCTV system may monitor parts of the building or estate within which you own a property/ rent in / urbanbubble manage, for up to 24 hours a day. This data is recorded.

Type of personal data collected

In order to provide the Home Setup and Utility Management Services we may, in the course of provision of the services, share move-to and move-from addresses, moving dates, tenancy details, council tax status, and other data required for the provision of those services (including data relating to other occupants or household members) with Ethical Introductions Ltd (T/A Just Move In)

Who controls the personal data

Where a Tenant receives Home Setup Services provided by Just Move In then, for the purpose of fulfilling the contract for those services, we will need to also provide relevant personal data to Just Move In. Just Move In will store and be a controller of such personal data. Just Move In (full company name Ethical introductions Ltd) provides a privacy notice describing their use of data, available here: justmovein.com/privacy

Prop man will also need to add the below wording the end of tenancy documents;

[Agency Name] has partnered with Just Move In to assist with all your end of tenancy admin. All vacating tenants will receive this complimentary service which comprises sending change of occupancy notifications for council tax and utilities.

If requested, they will also be able to assist setting up optional services such as broadband, TV, phone, insurance, and/or other home or move related needs such as insurance, storage or removals for your new address (known as the “Home Setup Service”).

Please note for the purpose of fulfilling the contract for those services, we will need to provide relevant personal data to Just Move In. Just Move In will store and be a controller of such personal data. To confirm the scope of the service to be provided, you will be contacted by telephone, text or email by Just Move In. You will be able to opt out of this service from the received communication if you do not wish to use it.

Just Move In (full company name Ethical introductions Ltd) provides a privacy notice describing their use of data, available here: www.justmovein.com/privacy

Use of Information

What we do with the information

We use information to process a task, your registration, any orders (e.g fobs), enhance our services, your experience and to share relevant updates. For example, we use your information to:

·Help us quickly and efficiently respond to inquiries and requests

·Communicate with you regarding our service (for example by email, portal notifications and SMS), so that we can send you updates on maintenance issues, news about urbanbubble, details about new features and content available on urbanbubble, surveys and to assist you with operational requests such as password reset requests. Please see the “Your Choices” section of this Privacy Statement to learn how to set or change your communications preferences

·Carry out our obligations to provide you with the information, products and services relating to the service that we are contracted to carry out

· Carry out website admin tasks and for internal operations, including troubleshooting, website safety and security

·Notify you of any changes to our services or our websites

Disclosure of Information

We would only share your personal information with any member of our group as defined in section 1159 of the UK Companies Act 2006.

Should we ever disclose any personal information obtained about you to a third party, it would be for the following reasons:

·Service Providers: There may be times where we will have to use other companies, agents or contractors (“Service Providers”) to undertake services on our behalf or to assist us. For example, we work with Service Providers to process credit card transactions or other payment methods and to provide customer assistance with certain maintenance requests. Whilst undergoing the task the Service Providers may have access to your information. We do not authorise them to use or disclose your information except in connection with providing their services

·Third parties: we do not share any of your data to third parties unless we are instructed to transfer the service provision to a new agent or to enable us to perform our contract as managing agent

·Protection of urbanbubble and others: urbanbubble and its Service Providers may disclose and otherwise use your personal and other information where disclosure is needed to

·Satisfy any applicable law, regulation, legal process or governmental request

·Enforce applicable terms of use, including investigation of potential violations

·Detect, prevent, or address illegal or suspected illegal activities (including payment fraud), security or technical issues

·Protect against harm to the rights, property or safety of urbanbubble, its users or the public as required or permitted by law

If we are under a duty to disclose or share your personal data in order to comply with any legal obligation, or in order to enforce or apply our terms of use and other agreements; or to protect the rights, property, or safety of Urbanbubble (Sales & Lettings) Limited, our customers, or others. This includes exchanging information with other companies and organisations for the purposes of fraud protection and credit risk reduction.

You may also choose to disclose your information in the following ways:

·While using our services you will have opportunities to post reviews or other information publicly, and third parties could use the information you disclose

Your data

Where we store your personal data

All information, saved for credit/debit card payment which you have provided to us, is stored on our secure servers. All payment transactions will be encrypted using SSL technology. Where we have given you (or where you have chosen) a password which enables you to access certain parts of our websites, you are responsible for keeping this password confidential. We ask you not to share a password with anyone and to log out of any shared computers.

Access to Your Account and Profiles

For ease of access, you can save your portal log-in details so that you do not have to re-enter it every time you want to log-on. You can choose not to take advantage of this feature on your computer by unchecking the box “Remember me” when you log in to the website.

To sign out of your myurbanbubble account from your devices choose “Sign out,”. If you are using a public or shared device you should always log out at the end.

Although not recommended, you have the right to deactivate your account. To do this, email our data controller at datacontroller@urbanbubble.co.uk.

Your Choices

If you no longer want to receive certain communications from us via email or text, then where you are able to, you can click unsubscribe. Alternatively, email us at datacontroller@urbanbubble.co.uk and label as private and urgent and we will remove you from the list.

Please note that you cannot unsubscribe from certain email correspondence from us, such as messages relating to your account transactions.

Your Information and Rights

You have the right to request to view your personal information or make any amendments to information we hold about you, so long as they comply with the law.

To make requests, or if you have any other questions regarding our privacy practices, please contact us at datacontroller@urbanbubble.co.uk. Please also see the Your Choices section of this Privacy Statement for additional choices regarding your information.

We may retain information as required or permitted by the law and regulations.

How long your personal information will be kept

Unless stated otherwise, we will hold your personal information based on the following criteria:

For as long as we are contracted to do so

For as long as we provide a service to you and then for as long as someone could bring a claim against us

Retention periods in line with legal and regulatory requirements or guidance

Security

We safeguard your personal information against loss, theft and unauthorised access. Unfortunately, the transmission of information via the internet is not completely secure. Although we will do our best to protect your data, we cannot guarantee the security of your data transmitted to our websites; any transmission is at your own risk. Once we have received your information, we will use strict procedures and security features to prevent unauthorised access.

Changes to This Privacy Statement

This Privacy Statement will be updated from time to time in order to comply with legal, regulatory or operational requirements. You will be notified when changes have been made. Your continued use of the urbanbubble services after any such updates take effect will constitute as acceptance of those changes. To see when this Privacy Statement was last updated, please see the “Last Updated” section below.

Cookies and Internet Advertising

We use cookies to provide a better user experience for our customers. For example, we use cookies to make it easy to access our services by remembering you when you return, for analytical purposes, to learn more about what our users want, and to deliver and tailor our services.

What are cookies?
Cookies are small data files that are commonly stored on your device when you browse and use websites and online services.

Why does urbanbubble use cookies?

We and our Service Providers may use the following types of cookies:

Performance and functionality cookies: These cookies are not essential but help us to personalise and enhance your online experience with urbanbubble. For example, they help us to remember your preferences and prevent you from needing to re-enter information you previously provided (e.g. during registration). We also use these cookies to collect information such as web traffic, viewing patterns and click-through rates. Although this is an ‘opt-in’ service, we highly recommend that you do opt-in to our cookies so that you can benefit from all of our website’s functions and experience the best of urbanbubble.

Last updated: 8th March 2023

1. The prospective Tenant(s) understands that if they fall into one of the categories below, they will fail the referencing criteria. The bullet points with * will require a guarantor or rent upfront.

·Adverse Credit, such as a CCJ

·A poor previous accommodation reference

·Earning less than 30x their share of the monthly rent *

·Have been employed in Zero hours or temporary contract for less than 3 months *

·Having a contract of employment that is due to terminate before the end of tenancy with no future guaranteed employment *

·Self employed for less than 12 months *

·Failing the right to rent check

This list is not exhaustive and is intended as a basic guide to the failures of referencing.

1. The prospective Tenant(s) understands that the agent will retain the holding deposit if:

·The prospective Tenant(s) withdraws their application

·The prospective Tenant(s) fails to take reasonable steps to enter the tenancy

·The prospective Tenant(s) fails the right to rent check

·The prospective Tenant(s) gives the agent false information on their application

·The prospective Tenant(s) causes unreasonable delays during the application process

1. The prospective Tenant(s) understand that should the Landlord withdraw the property they will receive a full refund of any funds that they may have paid on application. The Tenant(s) also understand that the landlord can withdraw the property at any point up to signing the AST.
2. The prospective Tenant(s) understands that should the Landlord withdraw the property then there will be no liability on the part of urbanbubble for any costs incurred by either the Landlord or the Tenant(s).
3. The prospective Tenant(s) understands that if they do not return the reference forms within 48 hours of receipt, they will then be deemed to have withdrawn their application.
4. The prospective Tenant(s) agrees that should the references not be completed and accepted by Let Alliance by 24 hours prior to the provisional move in date, the landlord reserves the right to withdraw their application. Should the Landlord agree to wait for the references to be completed and accepted by Let Alliance, the Tenant(s) will remain liable for the terms and conditions of the tenancy agreement from the provisional move in date except in exceptional circumstances.
5. The prospective Tenant(s) are aware that the property is taken on an as seen basis and it will not be cleared or modified before their occupation. Any items the prospective Tenants(s) would like to request must be agreed by the agent in writing.
6. The prospective Tenant(s) are aware that all occupation dates are provisional until the signing of contracts. The prospective Tenant(s) are aware they should not book any services or removals until the signing of contracts and that if they chose to do so is at their own risk and cost.
7. The prospective Tenant(s) are aware that if the property they are applying for is currently tenanted, then the existing tenants can legally change their move out dates. In such circumstances, the prospective Tenant(s) will receive a full refund of any funds they may have paid on application with no further liability on the part of the Landlord or his Agent. This can be ignored for vacant properties.
8. The prospective Tenant(s) are aware that if the property they are applying for is currently tenanted, then the existing tenants can legally change their move out dates. In such circumstances the prospective Tenant(s) will be required to adjust their occupation date. If the new move in date isn’t suitable then the prospective Tenants(s) will receive a full refund of any funds they may have paid on application with no further liability on the part of the Landlord or his Agent. This can be ignored for vacant properties.
9. The prospective Tenant(s) are aware that all prospective Tenants(s) need to have signed all paperwork on or before the day of occupation prior to any keys being released.
10. The prospective Tenant(s) are aware that in advance of the day of move in they will be required to pay a minimum of one month’s rent and deposit. ALL funds must be cleared into the correct urbanbubble bank account before any keys can be released. Cheques or un-cleared funds are NOT
11. Please be advised all Tenants must be present and bring photographic identification to the move in appointment. Should your identification not be available to view, we will be unable to move any Tenant(s) into the property.
12. The prospective Tenant(s) are aware that all future rental payments must be made by standing order or direct debit.
13. The prospective Tenant(s) understands that they are fully responsible for the installation, connection and disconnection of services such as phone line, satellite, cable TV or internet wherever they are in the property. It is the prospective Tenant(s) responsibility to ascertain the availability of any services they require wit the provider.
14. The prospective Tenant(s) acknowledge that we will use your name, address, and contact details for the purposes of notifying your council tax, water, and energy suppliers at the property and for all purposes of setting up your account with them. We will pass these details to HelpTheMove who performs these services on our behalf.
15. The prospective Tenant(s) are responsible for any extension of terrestrial television, phone lines, satellite, cable TV or internet to rooms beyond the main living room.
16. The prospective Tenant(s) understands that keys and access fobs will only be provided to name Tenant(s) on the tenancy agreement.
17. The prospective Tenant(s) acknowledges urbanbubble’s scale of fees below

·£50 inc VAT for change of sharer if required by the tenant or alteration in the tenancy agreement.

·Company lets fees are below

·Application fee £240 Inc VAT

·Tenancy renewal £120 Inc VAT

·Alteration to tenancy £50 Inc VAT

·The prospective Tenant(s) or company let accepts that if you wish to terminate your tenancy early you will be liable for all costs incurred to the landlord for re-letting the property as well as all rent due under the tenancy until the start date of the new tenancy.

·The prospective Tenant(s) or company let acknowledge that if the rent is delayed, urbanbubble will charge interest at 3% above the Bank of England base rate from the rent due date until it is paid. This cannot be levied until the rent is more than 14 days in arrears.

1. The prospective Tenant(s) understands that a failure to pass any or all the required references may result in the application being terminated noting that the holding deposit is non-refundable.
2. The prospective Tenant(s) understands that the results of these searches will be provided to urbanbubble by Let Alliance and accessed again in the event of a default in rental payments.
3. The prospective Tenant(s) understands that urbanbubble can request the details of any credit reference agencies used so that the information provided can be verified.
4. The prospective Tenant(s) understand that if they default on their tenancy obligations, this information may be released to authorise debt recovery agencies and could affect any future applications made for tenancies, credit and insurance.
5. The prospective Tenant(s) understand that providing false information may lead to early termination of any subsequent tenancy agreement.
6. The prospective Tenant(s) are happy for Let Alliance to contact me in respect to this application if required.
7. The prospective Tenant(s) agree that the holding deposit can be held for more than 15 calendar days if any delays occur due to referencing or the chosen move in date.

The prospective Tenant(s) understands that if they fall into one of the categories below, they will fail the referencing criteria. The bullet points with * will require a guarantor or rent upfront.

·Adverse Credit, such as a CCJ

·A poor previous accommodation reference

·Earning less than 30x their share of the monthly rent *

·Have been employed in Zero hours or temporary contract for less than 3 months *

·Having a contract of employment that is due to terminate before the end of tenancy with no future guaranteed employment *

·Self employed for less than 12 months *

This list is not exhaustive and is intended as a basic guide to the failures of referencing.

·The prospective Tenant(s) gives the agent false information on their application

·The prospective Tenant(s) causes unreasonable delays during the application process

1. The prospective Tenant(s) understand that should the Landlord withdraw the property they will receive a full refund of any funds that they may have paid on application. The Tenant(s) also understand that the landlord can withdraw the property at any point up to signing the PRT.
2. The prospective Tenant(s) understands that should the Landlord withdraw the property then there will be no liability on the part of urbanbubble for any costs incurred by either the Landlord or the Tenant(s).
3. The prospective Tenant(s) understands that if they do not return the reference forms within 48 hours of receipt, they will then be deemed to have withdrawn their application.
4. The prospective Tenant(s) are aware that the property is taken on an as seen basis and it will not be cleared or modified before their occupation. Any items the prospective Tenants(s) would like to request must be agreed by the agent in writing.
5. The prospective Tenant(s) are aware that all occupation dates are provisional until the signing of contracts. The prospective Tenant(s) are aware they should not book any services or removals until the signing of contracts and that if they chose to do so is at their own risk and cost.
6. The prospective Tenant(s) are aware that if the property they are applying for is currently tenanted, then urbanbubble cannot gauarantee that the occupied unit will become vacant, in such a circumstance, any move in monies which have been paid will be fully refunded, or an alternative move in date may be agreed. This can be ignored for vacant properties.
7. The prospective Tenant(s) are aware that all prospective Tenants(s) need to have signed all paperwork on or before the day of occupation prior to any keys being released.
8. The prospective Tenant(s) are aware that in advance of the day of move in they will be required to pay a minimum of one month’s rent and deposit. ALL funds must be cleared into the correct urbanbubble bank account before any keys can be released. Cheques or un-cleared funds are NOT
9. Please be advised all Tenants must be present and bring photographic identification to the move in appointment. Should your identification not be available to view, we will be unable to move any Tenant(s) into the property.
10. The prospective Tenant(s) are aware that all future rental payments must be made by direct debit.
11. The prospective Tenant(s) understands that they are fully responsible for the payment of services connected to the property – for example heating, hot water and electricity. Council Tax is payable by the Tenant to the local authority.
12. The prospective Tenant(s) acknowledge that we will use your name, address, and contact details for the purposes of notifying your council tax, water, and energy suppliers at the property and for all purposes of setting up your account with them. We will pass these details to HelpTheMove who performs these services on our behalf.
13. The prospective Tenant(s) understands that keys and access fobs will only be provided to name Tenant(s) on the tenancy agreement.
14. The prospective Tenant(s) or company let acknowledge that if the rent is delayed, urbanbubble will charge interest at 3% above the Bank of England base rate from the rent due date until it is paid. This cannot be levied until the rent is more than 14 days in arrears.
15. The prospective Tenant(s) understands that a failure to pass any or all the required references may result in the application being terminated
16. The prospective Tenant(s) understands that the results of these searches will be provided to urbanbubble by UkTenant Data and accessed again in the event of a default in rental payments.
17. The prospective Tenant(s) understands that urbanbubble can request the details of any credit reference agencies used so that the information provided can be verified.
18. The prospective Tenant(s) understand that if they default on their tenancy obligations, this information may be released to authorise debt recovery agencies and could affect any future applications made for tenancies, credit and insurance.
19. The prospective Tenant(s) understand that providing false information may lead to early termination of any subsequent tenancy agreement.
20. The prospective Tenant(s) are happy for UkTenant Data to contact me in respect to this application if required.

LARN2207001

Propertymark is the leading membership body for property agents. Below is a list of downloadable key documents:

• Conduct and Membership Rules
• Propertymark Client Money Protection – Main Scheme Certificate
• Propertymark Client Money Protection – Security Certificate

• All previous portal account holders MUST re-register to gain access to our new portal.
• To register, go to portalurbanbubble.co.uk, click the ‘New user? Click here to register’ button.
• Insert your name, email and customer reference number, Then click ‘Register’ .
• If you have multiple properties, any of your reference numbers can be used to re-register and all your accounts will be shown.

• Select ‘My Account’, then the ‘Statements’ option from the main menu on the left-hand side.
• Navigate to the ‘Outstanding’ tab. Here you will find all your outstanding charges.
• Tick the box next to the charge(s) you would like to pay.
• Click the ‘Make Payment’ button.
• On the following Payment Confirmation screen, the billing address must match the address displayed for payment to be successful.

• Select ‘My Account’, then the ‘Statements’ option from the main menu on the left-hand side.
• Navigate to the ‘Transactions’ tab. Here you will find your transaction history.
• To filter your transactions by date, insert a to and from date in the date fields in the top left, and click the filter button.
• To print or export your transactions, click the ‘Options’ button in the top right, and select ‘print’ or ‘export’.

• If you have forgotten your password, click the ‘Forgot password’ button.
• In the pop up window, insert the email address you used to register on the Portal.
• If you are currently logged in and would like to change your password, navigate to the ‘My Profile’ icon in the top right and click the ‘My Profile’ option.
• Click the ‘Edit’ button next to your password.

• Payments are processed through our third-party payment processor, and your payment information is encrypted.
• urbanbubble never has access to the information that is entered when making a payment.
• For more information on how urbanbubble processes your personal data, please visit our Privacy Policy or email us at datacontroller@urbanbubble.co.uk.

If you are unable to log in after re-registering, believe there is an error on your account, or no longer have access to your previous email address, please email us on portaladmin@urbanbubble.co.uk or give us a call at 01615438500.

There is a new Pay By Bank App payment method available on your Engage App, which is a faster way to pay your service change. If you choose this method you must select your bank from the payment screen before authorizing the payment from within your Bank app.

Please Note: When choosing this method, your payments are sent to bank account details, which differ from those usually listed on your service charge communications. This is because, as part of the Pay by bank payment process, you are allocated a set of temporary bank details which change periodically and once your payment reaches that bank account, it's then reconciled back to urbanbubble as normal.