Duty desk · 24/7 · --:-- UK
Serviced apartments and houses across 136 UK & Ireland locations — matched to school, commute, care and pets, usually within hours.
Alternative accommodation for policyholders — suitability assessed at source, claim spend controlled.
OpenThe right serviced home within hours; a hotel only for the first night, only when nothing suitable is free.
OpenAssignees, new hires and families given a furnished landing place, extendable while the permanent home is found.
OpenProject crews housed within a drive of the gate — costed at tender, planned around the rotation.
OpenClinicians within reach of the trust, priced for long rotations, invoiced to the employer.
OpenCast and crew near the unit base for the length of the shoot, billed to the production.
OpenSelf-catering apartments and houses for weeks and months — families, sabbaticals, anyone between homes.
OpenCorporate travel and a global distribution platform — air, hotels, transfers, car hire, rail, insurance and packages — interconnected with this site.
OpenLegal
1.1 These Terms apply to your stay at the property named in your booking confirmation (the Property). "We", "us" and "GRHUM" mean GRHUM LTD, company no. 15105703 (England and Wales), 3 Sussex House, Stratton Close, Edgware HA8 6PY. "You" means the lead guest who signs these Terms and, where the context allows, everyone staying with you.
1.2 Your stay is governed by your booking confirmation, these Terms, the House Rules and the Schedule of Charges. If they conflict, the booking confirmation prevails, then these Terms.
1.3 As lead guest, you are responsible for everyone in your party and any visitor you allow in, and you confirm you are authorised to accept these Terms for them.
2.1 You are given a personal licence (permission) to occupy the Property as serviced accommodation for the booked period. This is not a tenancy.
2.2 You do not have exclusive possession of the Property. You do not acquire any tenancy, lease or other interest in it, or any rights of a tenant under housing or landlord-and-tenant legislation, including the Housing Act 1988 (England), the Renting Homes (Wales) Act 2016, the Private Housing (Tenancies) (Scotland) Act 2016, the Private Tenancies (Northern Ireland) Order 2006 and the Residential Tenancies Acts (Ireland).
2.3 The licence is personal to you and cannot be transferred. It ends automatically at the end of your stay, or earlier if ended under these Terms.
2.4 We and the property owner keep control of the Property, including the right of access under clause 9, and we provide services including housekeeping, maintenance and 24/7 guest support.
2.5 We may move you to comparable accommodation in the same area if the Property becomes unavailable or unsafe, or if this is reasonably necessary to manage your stay. We will give you as much notice as we reasonably can and will cover reasonable moving arrangements unless the move is caused by your breach of these Terms.
3.1 Standard check-in is from 4:00 PM and check-out is by 11:00 AM. Some properties have a later check-in time, which will be shown in your booking confirmation. Early check-in may be offered subject to availability and may be chargeable; any charge will be confirmed to you before you accept it. Late check-out must be agreed with us in writing in advance.
3.2 Access details are released only after you complete identity verification and sign these Terms.
3.3 On check-out you must leave the Property in a clean and tidy condition, with all keys, fobs and permits left inside, and all doors and windows locked.
3.4 Funded stays. If your stay is paid for by an insurer, housing association, employer or other organisation (a Funder), your stay ends on the earlier of the booked end date and the date the Funder stops paying. We will notify you as soon as we are told and, where possible, give you at least 7 days' notice.
3.5 Overstaying. If you remain after your stay ends without our written agreement, you will be charged for each extra night or part night at the Property's nightly rate, plus any costs we incur to an incoming guest or the owner as a direct result.
3.6 Leaving early. You may leave at any time but must tell us. If you paid for your stay yourself, no refund is due for unused nights unless we agree otherwise. If we re-let the Property for those nights, we will refund what we recover, less our reasonable costs.
4.1 The lead guest must provide valid photo ID and the full names of every guest aged 16 or over. We may ask other adults for ID. All details must be accurate. We use them to confirm who is staying, prevent fraud, protect the Property and meet guest-registration obligations under UK and Irish law.
4.2 The lead guest must be 18 or over. We may refuse or end a stay if the information given is false or misleading.
5.1 Only the guests named in your booking may stay overnight, up to the maximum occupancy shown in your booking confirmation.
5.2 No visitor may stay overnight without our prior written approval. Any approval will be within the maximum occupancy, and any additional charge will be confirmed to you before you accept it.
5.3 Day visitors are welcome between 8:00 AM and 10:00 PM, provided numbers remain reasonable and do not amount to a gathering, party or event. You are responsible for your visitors' conduct and for any damage they cause.
5.4 You must not sublet, advertise, share or allow anyone else to use the Property, or use it for parties, events, filming, business or any unlawful purpose.
6.1 You must follow the House Rules, use the Property in a reasonable and responsible way, and respect neighbours and other residents.
6.2 You must follow any building, estate or management rules that apply to the Property and that we tell you about.
6.3 Pets. No pet may be brought to the Property without our prior written approval, which will be recorded in your booking confirmation. Approval may be subject to conditions, such as the number and type of animals and a pet cleaning charge confirmed to you in advance.
6.4 Assistance dogs. Please declare any assistance dog before booking, or as soon as you can, so that we can allocate a suitable property. Some properties are not suitable, for example because of their layout or building restrictions, in which case we will offer a suitable alternative. We will not refuse a stay because a guest is accompanied by an assistance dog, and no pet charge applies.
7.1 On arrival. The Property will be clean and in good order. Please check it on arrival and report any damage, defect or missing item to us within 24 hours of check-in, with photographs where possible. Nothing you report will be charged to you. If nothing is reported, we will treat the Property as being in the condition recorded at our last inspection, unless you show otherwise.
7.2 During your stay. You must take reasonable care of the Property, its contents, the building and any shared areas, use appliances in line with their instructions, and keep the Property secure, clean and ventilated.
7.3 Reporting. You must report any damage, fault, leak or breakage within 24 hours, and immediately in an emergency. You may be responsible for any additional damage caused by an unreasonable delay in reporting.
7.4 Your responsibility. You are responsible for loss of or damage to the Property, its contents, the building and shared areas caused by a deliberate, reckless or negligent act or omission of you, anyone in your party or any visitor. You are not responsible for fair wear and tear, pre-existing damage, defects in the Property, or loss or damage not caused by you, your party or your visitors.
7.5 What may be charged. Where clause 7.4 applies, you may be charged:
(a) the reasonable cost of repair, or of replacement where repair is not reasonably practicable, with a fair deduction for the age and condition of any item replaced;
(b) specialist cleaning reasonably required beyond normal turnover;
(c) fines, charges or costs imposed on us by a building manager, landlord, council or emergency service because of the breach;
(d) lost income for nights on which the Property cannot be let while damage you caused is repaired, limited to the period reasonably needed for repair; and
(e) the fixed charges in the Schedule of Charges.
7.6 We will act reasonably to keep all costs to a minimum.
8.1 Each fixed charge in the Schedule of Charges is a reasonable estimate of the cost the event typically causes. Where our actual loss is higher, we may claim the actual loss instead, but never both for the same item.
8.2 Notice. Before charging you, we will send you an itemised written notice with supporting evidence, such as photographs, inspection reports, invoices or quotes. We will do so within 30 days of check-out, or within 60 days where the damage could not reasonably have been discovered sooner.
8.3 Your response. You will have 14 days from the notice to accept the charge, dispute it, provide your own evidence or offer to arrange a repair. We will consider your response fairly and give you our written decision with reasons.
8.4 Payment. Charges are payable within 14 days of our written decision. If you gave us card authority, or paid a security deposit or pre-authorisation, we may take the amount due from it after the response period and will return any balance within 14 days.
8.5 Funded stays. For funded stays we may inform your Funder and seek payment from them where their agreement with us allows. We will not recover the same loss twice.
8.6 Unpaid charges. Unpaid charges are a debt which we may recover through the courts, including the small claims track (England and Wales, Northern Ireland), simple procedure (Scotland) or small claims procedure (Ireland), together with any court fees and interest the court allows. Nothing in these Terms prevents you from disputing a charge in court.
8.7 We may report criminal damage, theft or fraud to the police.
9.1 We, the property owner, and our staff, agents and contractors may enter the Property at reasonable times for:
(a) scheduled cleaning and housekeeping, including linen changes;
(b) inspections of the Property's condition and contents, and of compliance with these Terms;
(c) maintenance, repairs and replacement of fixtures, fittings and appliances;
(d) gas, electrical, fire and other safety checks and servicing;
(e) pest control, meter readings and utility work;
(f) inspections required by the owner, a building manager, an insurer, a local authority or any other body entitled by law; and
(g) any other purpose permitted by law.
9.2 We will give at least 24 hours' notice where reasonably possible and agree a time where practicable. Housekeeping times shown in your booking confirmation or check-in information count as notice.
9.3 We may enter at any time without notice in an emergency, such as a fire, flood, gas leak or triggered alarm, or where we reasonably believe there is a risk to people or the Property, or that a serious breach under clause 11.1 is taking place.
9.4 You must not change or add locks, or prevent or unreasonably delay access. Refusing access is a breach of these Terms.
9.5 We will respect your privacy and belongings during any visit and keep it as short as reasonably possible.
10.1 You must not remove, disconnect, cover, disable, move or otherwise interfere with any safety or security device, including smoke, heat and carbon monoxide alarms, noise and smoke or vape sensors, video doorbells, security cameras, fire extinguishers and blankets, emergency lighting, locks and key safes.
10.2 Some properties have security cameras or video doorbells covering entrances, exteriors or shared areas only. Cameras are never placed in bedrooms, bathrooms or other private living areas.
10.3 Some properties have noise or air-quality sensors that detect sound levels, smoke or vapour. They measure levels only and do not record conversations, audio or video.
10.4 All such devices are listed in your check-in information. They are used to protect guests, neighbours and the Property, in line with clause 14.
11.1 Serious breach. We may end your stay by written notice, which may be sent by email, text or WhatsApp, if you, anyone in your party or any visitor:
(a) uses or threatens violence, or harasses or abuses any person, including our staff, contractors or neighbours;
(b) carries out criminal or illegal activity at the Property;
(c) holds a party or event, or allows anyone to stay overnight without our approval;
(d) interferes with any device listed in clause 10.1, or acts in a way that puts anyone's safety at risk;
(e) causes deliberate, reckless or serious damage;
(f) gave false identity or booking details; or
(g) repeats a breach, or fails to put it right, after a written warning under clause 11.2.
11.2 Other breaches. For any other breach, such as smoking, noise, an unapproved pet or excess occupants, we will first give you a written warning and a reasonable time to put it right. Where the breach is causing ongoing nuisance, that time may be short.
11.3 Notice to leave. Our notice will state the reason and the time by which you must leave. That time will be reasonable in the circumstances and no later than 24 hours after the notice. Where there is an immediate risk to anyone's safety, we may require you to leave straight away.
11.4 When the stay ends. Your licence ends at the time stated in our notice. You must leave with your belongings and return all keys, fobs and permits. Access codes may be deactivated once you have left. We will never use or threaten force, or remove you or your belongings while you remain at the Property. Where needed, we will act through your Funder, the police or the courts.
11.5 Money. If you paid for your stay yourself, we will refund the charge for unused nights, less any losses caused by the breach, such as cleaning, repairs or lost income we cannot recover by re-letting, and any charges due under clause 8. For funded stays, we will inform your Funder, who will decide on any alternative accommodation. We are not obliged to provide alternative accommodation after a stay ends for serious breach.
11.6 Circumstances outside your control. If the Property becomes unavailable or unsafe for reasons that are not your fault, we will offer comparable alternative accommodation. If we cannot, we will refund any charge you paid for the unused nights.
11.7 Clauses 7, 8, 12 and 13 continue to apply after your stay ends.
12.1 You are responsible for your own belongings and we recommend you have suitable insurance. We are not liable for loss of or damage to your belongings unless caused by our negligence or breach of these Terms.
12.2 Items left behind will be held for 30 days after we notify you. You may collect them or ask us to return them at your cost. After that period we may dispose of them. Perishable, hazardous or unsanitary items may be disposed of immediately.
13.1 We will provide the Property in a safe, clean and habitable condition and deal with reported faults within a reasonable time.
13.2 We are not liable for losses that were not reasonably foreseeable, business losses, or failures caused by events outside our reasonable control, such as utility outages or severe weather.
13.3 Nothing in these Terms limits our liability for death or personal injury caused by our negligence, for fraud, or for anything that cannot be limited by law, and nothing affects your statutory rights.
14.1 Who we are. GRHUM LTD is the controller of your personal data, registered with the Information Commissioner's Office (no. ZB841597). We process it in line with the UK GDPR, the Data Protection Act 2018, the EU GDPR and the Data Protection Acts 1988–2018 (Ireland), and our Privacy Policy at grhum.co.uk/privacy-policy.
14.2 What we collect. Your name, contact details, nationality, photo ID, a photograph of you, the names of other guests aged 16 or over, your signature and its audit record (date, time, IP address and device), booking details, and any messages, reports or evidence relating to your stay.
14.3 Why, and on what legal basis. We use your data to perform our contract with you (managing your stay and these Terms), to comply with legal obligations (guest registration, tax, and requests from the police or authorities), and for our legitimate interests in preventing fraud, protecting the Property and handling claims. We do not use it for marketing without your separate consent, and we never sell it.
14.4 Who we share it with. Only what is necessary, with the property owner or manager, your Funder, our contractors and IT providers acting on our instructions, and the police, courts or public authorities where the law requires or allows. Where data is transferred outside the UK or EEA, we use lawful safeguards such as adequacy decisions or standard contractual clauses.
14.5 Security. Your data is encrypted in transit (TLS 1.2 or higher) and at rest (AES-256), stored on access-controlled systems, and available only to staff who need it for your booking. The secure upload link is single-use and time-limited.
14.6 How long we keep it. Copies of identity documents and photographs of you are deleted 90 days after check-out, unless needed for an ongoing claim or dispute. Guest registration details (names, nationality and identity document details) are kept for 12 months after check-out, as the law requires. Booking records, your signed Terms and the signature audit record are kept for 7 years after the end of your stay, to meet tax obligations and to establish or defend legal claims.
14.7 Your rights. You may ask to access, correct or delete your data, restrict or object to its use, or receive a copy in a portable format, subject to legal exceptions. Contact info@grhum.co.uk or guestsupport@grhum.co.uk; we will respond within one month. You may complain to the Information Commissioner's Office (ico.org.uk) or, for stays in Ireland, the Data Protection Commission (dataprotection.ie).
15.1 Contact our 24/7 guest line on +44 7471 178622 or email guestsupport@grhum.co.uk. We aim to acknowledge complaints within 2 working days and resolve them within 14 days.
16.1 If any part of these Terms is found unenforceable, the rest remains in effect. If we delay enforcing a term, we can still enforce it later.
16.2 Your electronic signature has the same effect as a handwritten signature. We will email you a signed copy.
16.3 These Terms are governed by the law of the place where the Property is located: England and Wales, Scotland, Northern Ireland or Ireland. The courts of that place have non-exclusive jurisdiction. If you are a consumer, you keep any protection given by the law of the country where you live.
These rules form part of your Guest Terms of Stay.
These charges apply only if the event occurs, following the process in clause 8. Where actual damage costs more than the fixed amount, the actual cost applies instead.
| Event | UK properties | Ireland properties |
|---|---|---|
| Keys, fobs or parking permits lost or not left at the property | Actual replacement cost, up to £200 | Actual replacement cost, up to €230 |
| Lock-out call-out or lock change after lost keys | Actual cost | Actual cost |
| Smoking or vaping inside (specialist clean and odour removal) | £250 plus any actual damage | €290 plus any actual damage |
| Unapproved pet (deep clean and allergen treatment) | £150 plus any actual damage | €175 plus any actual damage |
| Party, event or unapproved overnight visitors | £350 plus any actual damage | €400 plus any actual damage |
| Tampering with any alarm, sensor or camera (inspection and reset) | £150 plus any fire service charge | €175 plus any fire service charge |
| Cleaning beyond normal turnover | £30 per hour, actual hours | €35 per hour, actual hours |
| Late check-out without agreement | Nightly rate per night or part night | Nightly rate per night or part night |
| Damage, breakage or missing items | Actual cost of repair or replacement, less fair wear and tear | Actual cost of repair or replacement, less fair wear and tear |
| Parking or council fines during your stay | Amount of the fine | Amount of the fine |
GRHUM LTD · Registered in England and Wales no. 15105703 · 3 Sussex House, Stratton Close, Edgware HA8 6PY · All legal documents · Back to top
Questions about this document
Email info@grhum.co.uk, or write to the registered office marked "Data protection". We reply within the working day.
Email usOut of hours · guest support
Emergency decant and same-night placements go straight to the duty team.
Everywhere we put people
We use strictly necessary cookies to run this site and its portals. With your permission we'd also like to use analytics cookies to see how pages are used, so we can improve them. We don't use advertising or marketing cookies. You can change your choice at any time from "Cookie settings" in the footer.
Needed for sign-in, security and remembering your cookie choice.
Only set if you choose to use the translate tool.
Helps us understand how pages are used. IP addresses are masked and advertising features are off.
Cookies are small text files that websites store on your device. The law lets us store cookies that are strictly necessary for the site to work. For every other type we need your permission, and you can withdraw it at any time.
Choosing "Deny" keeps only necessary cookies. Your choice applies to this domain and is kept for 12 months, after which we'll ask again.
Read our Cookie Policy and Privacy Policy for full details.