Norfolk Street, Sunderland

What happens if I left something in my room after I have checked out?

Once you have left your room and checked out you should have taken all of your items with you, therefore all the items left behind are disposed of without liability.  You must ensure that all of your items are taken with you.

 When will I get my deposit back?

Your deposit will be returned to you within 30 days of the end of your tenancy, if there are any deductions then you will be alerted to this.  You will be contacted by the DPS to arrange the return.

 What happens after I have checked out?

Following your departure the onsite team will conduct an inspection of your room and communal areas, they will check this against the check in inspection (and inventory form completed).  If there are any issues or damages then they will then contact you with information on damages and charges.

 Can you store my luggage for me once I have left?

No.  We are not able to store any items following your departure so you will need to take them all with you, or organise for a storage company to assist

 Can I leave my items in my room if I have rebooked for next year?

If you have rebooked for next year however your current tenancy ends before the beginning of your next tenancy, then you will need to speak to the onsite team to have a summer short stay tenancy to fill in this gap.

 I forgot to add something onto my inventory form, will I be charged?

Yes most likely you will be, the inventory form is sent out so that you can add any issues when you move in.  The onsite team also do a full inspection of the rooms prior to your arrival.

Please do speak to your onsite team if you have any questions

 An item in the kitchen has been broken, will I be charged for it?

We do not charge for damages in the rooms and communal areas.  In the kitchen this is a shared space with shared responsibilities and unless one person takes full responsibility (and therefore the full charge), then this will be split between all people in the cluster.

 What do I need to do to check out?

You will need to ensure that your room (and kitchen) is left clean, tidy and free of waste.  All of your items need to be removed, with the room left in the same condition that you found it

You simply then will need to sign at Reception to say that you have left

 What is the latest time for my check out?

You will need to check with the onsite team in advance of your checkout, usually the check out time is 14:00

 When am I due to check out?

Your latest check out date is the end date of your tenancy.  You are able to leave prior to your tenancy end date, you will just need to sign at Reception to inform the onsite property team that you have left and do not intend on returning.

 When will the onsite team need access to my room / kitchen?

When access is required the onsite property team will give you prior notice.

Regular maintenance and health and safety checks are required throughout the building, if regular access is required to your communal areas then you will be informed either in your welcome pack or on the noticeboard in your kitchen

 When are the room inspections?

As a part of your tenancy you will have inspections 3 / 4 times a year, these are organised by the onsite team who will give you prior notice.

 My room does not look exactly like the website can I move?

All of the images on our website show the representation of the rooms and room types in the accommodation, and are for marketing purposes only.  Your room will have the same fixtures, fittings and equipment although it may be in a slightly different set up or layout.

 Can I have friends stay over with me overnight?

With us you truly are home, therefore your guests are more than welcome to stay over with you.  We would ask that you let both the onsite team know, and also take into consideration your flatmates.

You are solely responsible for your guests, and you would be liable if they cause any complaints or damage.

 Do I have to be there when my post is delivered?

Our team are more than happy to assist you with this, you will need to agree to us signing for your post when arriving.  We will take in your parcels, store them safely and let you know when you have an item to collect when collecting you will need to make sure that you have your ID with you!

We can only hold your parcels for 14 days before we must return them, as we have very limited space to store items

 How do I have my post delivered?

You will need to ensure that your post is labelled correctly;

YOUR NAME, YOUR ROOM

ACCOMMODATION NAME

1ST LINE OF ADDRESS

CITY

POSTCODE

This information is available from your tenancy agreement, or in your welcome pack

 How do I report a maintenance issue in my room?

Within 7 days of your arrival you will be sent an inventory form to complete, any issues that you may find can be reported on this to the property staff they can then look into getting these issues rectified for you.

If you have any issues during the year, then you can log these via the StuRents App, this lets the property team know about any issues please remember they will need access permission to get this sorted for you!

Maintenance issues will be completed;

Priority One Emergency repairs are completed, and or made safe, within 24 hours of a report of a defect

Priority Two Urgent Repairs are completed within five working days of report of the defect

Priority Three Non-Urgent Repairs are completed within 28 days of a report of a defect

 Can you store my luggage before I arrive?

We are not able to store any items prior to your arrival as we will be in the process of getting your room ready for you! you can always organise a store service who can store and deliver any items to the property on your behalf.

 What is included in my room?

We provide all the basic furniture that you will need for your stay with us, including bed, desk, wardrobe etc.  We do not provide bedding, linen or kitchen items.

 Do I need to let you know when I am checking in?

You will be sent an email from your property team asking for this information, this is so they can prepare for your arrival and have someone available to check you in faster after your journey we do recommend that you let us know

 Can someone else check in for me?

No.  You have to be able to present your ID and sign for your key yourself, even if you are going to be late you need to be present to check in

 What do I need to do to check in?

Once your tenancy has been completed and co-signed you will be looking to move to the next step moving in!  you will need to ensure that your first instalment (or full payment if you are paying upfront) is paid before you will be able to check in.  You will need to bring your ID with you too!

Can I pay by bank transfer?

If you are an international student and unable to pay via Direct Debit or card then we are able to offer the option of a bank transfer.  Please note that many banks charge a transfer fee, and you will need to ensure that the money sent will need to cover both the fee and the full rental payment.

If you are wishing to pay via bank transfer you will need to contact our team for bank details.

 Can I pay in instalments?

If you have a UK guarantor then you are able to choose between 4 or 9 instalments, if you do not have a guarantor then you will need to pay in full and prior to your arrival

 How do I sign my tenancy?

The tenancy agreements are sent out to you via our tenancy portal StuRents.  You will be emailed with a link to your agreement where you will be asked to upload your ID (passport) and student ID (this can be your offer letter), and then simply sign!

 When can I check into my room?

Your room is cleaned, prepared and ready for you from the start of your tenancy with us.  You do not have to check in on the start date of your tenancy agreement, but your room and the team will be there to help you!

 Whats the difference between an en suite room and a studio room?

We are able to offer both en-suite and Studio rooms in most locations.  Our en-suite bedrooms are shared living spaces, you have your own private bedroom and a shared kitchen/living space with other students (4-6 bedrooms per cluster depending on the property or your choice).  Whilst our Studio rooms have a private kitchenette within your own room that is not shared with another student.

 Can I view a room?

Of course! you can. Just contact us and we will arrange it for you.

 How can I pay my rent?

All rental payments can be made through this using either Direct Debit, or Debit card payments.  Your payments will match those on your tenancy agreement.

If you are wishing to pay in instalments then you will need a UK Guarantor, you can then choose to pay either in 4 or 9 instalments.

 What happens if I need a lightbulb changed or something fixed?

You can report any maintenance issues either by; using the online form that is sent to you on check in, via email to the onsite staff, or even a quick call to 0151 708 939

 Do you have on site laundry facilities?

Yes, all our accommodation buildings have their own laundry facilities, full information on location and prices will be provided to you prior to check in via a Welcome Pack

 Will I have a TV in my room?

We do not provide TVs in the private bedrooms, however if you are in an en-suite bedroom then a TV is provided in the shared kitchen/living space.  You are more than welcome to provide your own TV.

 Will my room be cleaned?

It is your responsibility to keep your private room clean and tidy, and the onsite teams will conduct termly inspections of your rooms.  We advise that on your departure that you clean your room and ensure that it is tidy and free from waste, as any additional cleans required will be deducted from your deposit.

 Is internet included in my rent?

Yes, your rental payment includes, gas, electricity, water and Wifi everything a student needs!  You will be provided with a how to guide of connecting to the internet within your Welcome Pack sent to you prior to your arrival.

 What happens if I dont get my place at university?

We offers a No Place No Stay policy for our first year undergraduates.  If you are unable to get into your University then you will need to email us with the UCAS or University letter within 7 days of being notified we will then be able to cancel your tenancy and refund your deposit.  Please note that if you are going to an alternate University then we will attempt to transfer your tenancy to a any other accommodation in the city (subject to availability), whereby the cancellation will not take effect.

 What if Im doing an internship or placement?

If you are registered with a University/College or School then this will not be a problem, we will just require proof of student status to be able to offer you a tenancy with us

 What do I need to pay and when?

When signing your tenancy you will need to pay the deposit of 200 which is then protected on your behalf with the Deposit Protection Scheme (DPS).  Your rental payments will be outlined in your tenancy for you, including the dates and amounts.

At the end of your tenancy (subject to the condition of your room) you will get the 200 deposit returned to you within 10 working days

 What documents do I or my guarantor (if applicable) need to provide?

When the tenancy is sent to you the tenancy portal (StuRents) will ask you to upload; your ID (this is usually your passport), Visa (if applicable), Student ID (this can be the acceptance letter provided to you).  Once this has been uploaded and you have paid your 200 deposit, you can simply sign the tenancy if there are any issues with the information that you have provided, then a member of the team will be in touch to guide you through the process.

If you have a UK Guarantor they will also need to provide documentation also, this includes; their ID (passport), proof of address (utility or bank statement), proof of income (this can be a wage slip or a P60), and also proof of homeownership (mortgage statement).  If your Guarantor is not a homeowner then they will need to provide proof of income again.

 Is everything included?

Your rent includes the utilities; gas, water, electricity and of course internet, however you will need to provide your own duvet, pillows, kitchenware etc.

 How long is the contract length?

Our contract lengths vary from 44-51 weeks subject to location and room type.

 Do I qualify to stay in your accommodation?

If you are registered with a University/College or School and over 18 years old then this will not be a problem, we will just require proof of student status to be able to offer you a tenancy with us