✅ Contract-Holder Resource Hub
Supporting our contract-holders with clear, accessible information throughout your time with Luscombe & Co.
🏠 Welcome to Your Hub
Whether you’re just moving in, settling into your home, or preparing to leave — this section is designed to make your experience smooth, transparent, and stress-free.
📄 Key Documents & Safety Certificates
- Occupation Contract – Your legal agreement with Luscombe & Co.
- Deposit Protection Certificate – Your deposit is held with the DPS Custodial Scheme.
- Gas Safety Certificate – Provided annually by a registered engineer.
- Electrical Installation Condition Report (EICR) – Issued every 5 years (or sooner if required).
- Energy Performance Certificate (EPC) – Shared at the start of your contract.
📩 If you need a copy of any of these documents, please contact our team directly.
🛡️ Deposit Protection
We use the DPS Custodial Scheme to protect your deposit.
- A confirmation email from DPS
- Your unique certificate
- Guidance on how to manage or reclaim your deposit
📘 Know Your Rights: Occupier Guide
📥 Download the official Occupier Guide
🔧 Report a Repair – 24/7 Service
All maintenance and emergency issues must be logged through our Fixflo platform:
This service is:
- Available 24/7
- Managed out of hours by a Fixflo agent
- Monitored by Luscombe & Co during business hours
📍 Please include as much detail as possible — photos help us resolve issues faster.
🗑️ Waste & Recycling – Newport Council
🔗 Check collection dates & services
📘 Appliance Manuals
Appliance instructions are included in your welcome pack or can be requested via the Fixflo platform. We’ll provide PDF versions where possible.
❓ Frequently Asked Questions
- 💬 How do I pay rent? Via standing order or our secure online system. Details are provided at move-in.
- 💬 What notice period do I need to give? Typically 4 weeks’ written notice, as stated in your Occupation Contract.
- 💬 What happens after I give my notice? You will receive confirmation in writing that your notice has been received along with your contract end date.
- 💬 Can I redecorate or request a pet? Please submit any requests in writing — we review each case individually.
- 💬 What if I’m struggling to pay rent or need advice? Please contact us early — we will help wherever we can and signpost you to support agencies if needed.
- 💬 Who sets up the utility bill accounts? We will inform Welsh Water and the local council of your new occupancy, and you’ll receive confirmation by post. Gas and electricity are typically already connected, but it is your responsibility to set up an account with your preferred supplier.
- 💬 How can I manage condensation or mould in my home? Watch our guide
If you have questions, please contact us — we’re here to help.