Help · 帮助
Frequently asked questions · 常见问题
What does the guarantee pay for? · 担保支付哪些款项？
Unpaid rent (the guaranteed tenant's share, up to the limit) and damage beyond fair wear and tear after the deposit has been applied, up to the damage limit.
未付租金（担保租客的分摊部分，以上限为准）以及押金抵扣后超出合理损耗的损坏（以损坏上限为准）。
How quickly is a request paid? · 申请多久付款？
Within the payment commitment in working days, from approval. The target date is shown on every request.
自批准起在付款承诺的工作日数内付款。每项申请均显示目标日期。
Is this insurance? · 这是保险吗？
No. It is a guarantee given by Ehome Properties Limited, backed by a counter-guarantee from the tenant's family. It is not underwritten by an insurer and is not regulated as insurance.
不是。它是 Ehome Properties Limited 提供的担保，由租客家庭的反担保支持。它并非由保险公司承保，也不作为保险受到监管。
What happens if the tenant stops paying? · 租客停止付租怎么办？
Tell us 'not received' when we ask after the rent date. That opens an arrears notification; confirm the payment request and we pay by the target date, then recover from the tenant ourselves.
付租日后我们询问时回复“未收到”。这将开启欠租通知；确认付款申请后我们在目标日前付款，随后由我们向租客追偿。
Can my letting agent use the portal? · 租赁代理可以使用门户吗？
Yes. Appoint them under Authorised agents with view-only or can-submit permission. You can revoke access at any time.
可以。在“授权代理”下添加并设置仅查看或可提交权限。可随时撤销。
How do I check a guarantee is genuine? · 如何核实担保真伪？
Use Verify with the reference or QR code on the certificate. It shows whether the reference is valid, its status and expiry — never personal details.
使用“验证”功能输入证书上的编号或扫描二维码。它显示编号是否有效、状态及有效期——不显示个人信息。
What if the tenancy ends with money still owed? · 租约结束时仍有欠款怎么办？
Apply the deposit first, then submit a final settlement request by the deadline shown in your portal.
先抵扣押金，然后在门户所示截止日前提交最终结算申请。
Glossary · 术语表
- Guarantee — Ehome's written promise to pay the landlord if the tenant does not, within stated limits.
担保——Ehome 在既定上限内，于租客未付款时向房东付款的书面承诺。 - Counter-guarantee — the tenant's family's promise to reimburse Ehome for what it pays.
反担保——租客家庭向 Ehome 作出的偿还其付款的承诺。 - Guarantee limit — the most Ehome will pay under one guarantee.
担保上限——Ehome 在一项担保下支付的最高金额。 - Rent share — one tenant's part of the property's monthly rent, from the rent schedule.
分摊租金——根据租金计划，单个租客在房产月租中所占的部分。 - Arrears notification — the record opened when you tell us rent was not received; it starts the payment timeline.
欠租通知——您告知未收到租金时开启的记录；它启动付款时限。 - Payment request — your request for Ehome to pay under the guarantee; tracked as submitted, reviewing, approved, paid.
付款申请——您请求 Ehome 根据担保付款；状态分为已提交、审核中、已批准、已支付。 - Guarantee deed — the signed document between the tenant, the landlord and Ehome; its terms prevail over this site.
担保契据——租客、房东与 Ehome 之间签署的文件；其条款优先于本网站内容。 - AST — assured shorthold tenancy, the usual private tenancy in England.
AST——保证型短期租约，英格兰常见的私人租约形式。
Virtual assistant · 虚拟助手
Ask about the guarantee or the portal in English or Chinese. The assistant answers from this site's content only; for anything else it will hand you to a person.
可用中文或英文询问担保或门户相关问题。助手仅依据本站内容回答；其他问题将转交人工处理。
Answers are general information, not advice, and do not change the terms of any guarantee. 回答为一般信息，不构成意见，也不改变任何担保的条款。