Sugarhouse Close

Can I move in early?

Our standard tenancies have fixed dates and cannot be changed. However if you are looking to move in earlier it may be possible to book an additional short stay tenancy, this will involve signing another set of paperwork and you will be charged for any additional nights.

What documents do I need to bring to the property when I move in?

Please bring an official form of id with you e.G. Passport or provisional/driving licence. If you have not already returned the original signed tenancy agreement you should also bring these with you.

Havent paid rent yet, can I still move in?

Its really important that your rent is paid on time. Your first instalment before moving in covers the first part of your tenancy.

Can my family/friends stay for a few nights after dropping me off?

It is best to speak with the staff at the property to find out if this is ok. If it is only for an evening or two, that is usually fine.

Where do I get my keys?

You can collect your keys from reception when you check in. Just come straight to the main reception with your photo id and they will have the keys ready and waiting for you.

I have been given a time slot but I might miss it?

Thats fine, you can arrive at any time that is best for you and well get someone to come and let you in and get your keys for you.

Can I have post delivered to site even though I am not there yet?

If you are having anything delivered before you arrive just make sure someone knows that it will be arriving there. You can notify the staff 

At the property of this so they can look after the parcels for you.

How can I get directions to the property?

The easiest way to get directions would be to search the postcode on google maps and find the directions on there.

How can I get from the train station/airport to the property?

There may be many different transportation options but you can pre-book a cab-link to the property before your arrival.

What time can I move in from?

You can move in any time from the start date of your tenancy onwards. If you are going to be arriving much later than the start of your tenancy, just let us know and we will arrange for someone to be there to greet you and make sure you get the keys for your new home.

Can I smoke in my room?

There are usually outside areas for you to smoke with ashtrays provided.

There is loud music playing above me, how do I make a complaint?

Speak to a member of staff at reception and they will ask a member of our service and safety team to come to help you.

My room is not like the website I want to move. Can I do this?

All our show flats, and the images on our website, are representative of a particular room type unless labelled otherwise however they are not identical. Your room will have all the same features and fittings, just in a slightly different set up. If you are unhappy with your room, please speak to the reception team as there is often something we can do. Where there are other rooms available we will offer these as an alternative. To move room you will need to complete new tenancy paperwork, and there may be a small charge to cover the cost of making your original room ready for a new tenant.

An emergency has happened back home and I need to cancel. Can I do this?

In emergencies each cancellation request is looked at on a case-by-case basis and an early release is at the discretion of the manager.

Some belongings of mine have been stolen, what should I do?

If something is stolen from inside your flat, or there has been a break-in, please contact the police and then inform the reception team. You will get a crime reference number from the police which may help you to recover the cost of the items, depending on your insurance cover. The police will usually contact us to obtain the cctv footage from our security and safety teams to assist them in any criminal matter.

Can I get a mini-fridge for my room?

In most properties you can bring small appliances for use in your room, but you will be solely responsible for any risk associated with them.

What is my internet speed? How do I upgrade?

In most of our properties your wireless connection speed will be 25mb. There is the option of upgrading online to 32mb. You can even choose to do this for a month at a time.

What happens if I fail my exams during my stay? Do I have to leave?

If you leave university during your stay with us you will still be liable for the rent as per the tenancy agreement. Please check the cancellation procedure accordingly.

Can I park on site?

Car park is ther for students. There is a weekly cost for booking a car parking space, but you can choose to pay this in instalments.

I have no hot water. What do I do?

You just need to raise a maintenance request form via the my account section. Once logged, the form will go directly to our maintenance team. Issues are rated on severity, so if it is a busy time please bear with us as it may take slightly longer for us to get to you than usual.

Why are my windows restricted?

Your window may have a restricting device that limits how far it opens. Its there for your safety so its important that you dont disconnect or damage it, or let anyone else do so. If the window fittings do become damaged, you need to tell a member of the property team straight away. We check all the windows and their fittings regularly, to make sure theyre all safe and working properly. Depending on the floor you live on, it may be possible to derestrict your window upon request and with approval from the management of your property. Please speak to your reception team.

Whos the manager?

Each city has dedicated managers for all our properties; you should be able to find out your manager's name by speaking to the staff at reception. The manager may not always be in your building as they may manage several properties.

How can I pay my rent?

You can pay by credit/debit card or direct debit. You can pay by logging in and clicking on make a payment.

What does the insurance cover?

You can find out what your insurance includes by viewing the insurance certificate on our website. Some items are not included in our standard package - this includes accidental damage to items in your rooms, and loss or damage to personal items when you are outside your property. Laptops and tablets, mobile phones and bicycles are not covered in the standard policy, however you can upgrade your policy so that your laptop, phone, tablet and other gadgets are covered, wherever you and your gadgets are, and this also includes a laptop and mobile phone replacement within 24 hours (one working day) of your claim being approved. You can add this upgrade for a small cost at any time during your stay.

Where do I leave my keys?

You will be supplied with a check out envelope please complete the front of the envelope with your name, room number and future address and leave it at reception. If the address where your deposit cheque needs to be sent has changed, then please also let us know on this envelope. If you need another envelope, please see your reception team.

What happens if I check out and nobody is at reception?

If reception is not open, look for a fast check out key drop box where you can leave your check out envelope.

Can I leave my belongings in my room?

Not unless you have booked to continue staying with us in your room and have a valid tenancy. Anything that is left once you have checked out will be removed as we have to get the room ready for the next tenant. A charge may apply if we have to remove any leftover belongings, so please remember to clear everything out when you leave.

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

If you have a valid tenancy covering the time period, then yes you can. We just ask you to label any items in shared areas to confirm that they belong to you and not to someone else who has already checked out. This will help our cleaners.

If your booking finishes in june or july and your next tenancy starts in september, you will need to arrange a summer short stay tenancy to bridge the gap. 

If you do not have a valid tenancy for the summer months, you will need to move everything out of your room and shared areas as someone else could be occupying the flat immediately after you leave.

Whats the latest time I can check out?

This varies depending on your property so check with a team member at reception well in advance of your check-out date. It is likely that the latest time will be 12:00pm on the last day of your tenancy.

Can I stay an extra day?

This depends on your room and property, so please speak to the reception team regarding extending your stay.

When will I get my deposit back?

If you are staying in england, you will get your deposit back in the form of a cheque, sent to your home address, within 14 days after your tenancy end date.

If you are staying in scotland, mydeposits scotland will have emailed you a unique release code at the start of your stay. You need this at the end of your tenancy to authorise the return of your deposit.

Your property contacts mydeposits scotland at the end of your tenancy to confirm that you have checked out of your accommodation and advise on the deposit amount due to be refunded to you. This will be the full deposit minus any charges applied after your room has been inspected, or if your tenancy account has any outstanding balance due.

Mydeposits scotland will email to tell you that we have started the release process. You have 30 working days from the date of this email to respond to the deposit release request. You will need to enter your release code to access any refund. If you do not respond within this timeframe, mydeposits scotland will return the deposit amount we have advised as due following your check out.

I forgot to put on the inventory that there was some damage when I moved in. Will I be charged?

Possibly yes, this is to be fair and consistent with our approach