Norfolk Street, Sunderland

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.

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

The Accommodation does 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.

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

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.

All of the images on their 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.

With the accommodation you truly are home, therefore your guests are more than welcome to stay over with you. They would ask that you let both the onsite team know, and also take into consideration your flatmates. Guests are able to stay for a maximum of 3 nights, for further information please speak to your accommodation team.

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

Their team are more than happy to assist you with this, you will need to agree to them signing for your post when arriving. They will take in your parcels, store them safely and let you know when you have an item to collect – they will be using Parcel Tracker to log and inform you of your parcel arriving – here they are able to ensure your parcel is carbon neutral for the ‘last leg’ of its journey. They can only hold your parcels for 14 days before they must return them, as they have very limited space to store items.

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

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

Your room is cleaned, prepared and ready for you from the start of your tenancy with them. 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!

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.

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 – they do recommend that you let them know.

They are not able to store any items prior to your arrival as they 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.

You can make a booking with us through;

• Online booking by clicking ‘Book Now’
• Through an amber agent

As a full time student, you are considered as exempt by the local Councils – however as with all residential properties this must be proven once you have registered at your chosen University. When you have registered your course you will need to liaise with your ‘Student Services’ team to get your ‘Council Tax Exemption Certificate’ which must be presented to your accommodation team. Without proof of Council Tax exemption you will be liable to pay in full.

To learn more about the deposit requirement, please check the policy section above, or feel free to reach out to your amber agent.

For more details about guarantor requirements, refer to the policy section above or connect with your amber agent.

For more information on payment plans, refer to the policy section above, or contact your amber agent for assistance.

The Leap Guarantor Waiver is an alternative to the traditional UK-based guarantor requirement for student accommodation. It allows qualifying students to secure their tenancy without naming a guarantor, by paying a non-refundable waiver fee which is built into their rent. Once active, Leap serves as the guarantor in case of financial default by the tenant.

Only students are eligible under Leap’s underwriting guidelines. Non-students cannot use the waiver.

Key Benefits for Students

• No need to provide a guarantor
• No separate payment—waiver fee is rolled into rent
• Speeds up the booking and contract process
• Ideal for international students or those without UK-based family support

During the Concurrent booking journey, students are shown two tenancy options:

Option

Label

Weekly Rent

Guarantor Required

Includes Waiver

Standard

“UK GUARANTOR MAY BE REQUIRED”

Lower

Yes

No

Waiver

“UK GUARANTOR NOT REQUIRED”

Higher

No

Yes

The waiver must be selected by the student at the time of booking. It cannot be added manually later by property management staff or admins.

Back-End Confirmation Process in Concurrent

After booking, team members must:

1. Open the tenancy in Concurrent.
2. Confirm the “UK GUARANTOR NOT REQUIRED” tag is present.
3. Confirm the Leap External Reference ID is populated.
4. Check the Guarantor Status:
   • Under Review by Leap
   • Guarantor Approved
   • Ready to Sign
   • Waiver Declined

Do Not:

• Attempt to modify the tenancy type to add Leap manually
• Add or change the Leap External Reference ID
• Combine waiver and non-waiver students in a joint liability agreement

Eligibility Criteria

• Must be a registered full-time student at a recognised institution
• Must select the waiver through the online booking flow
• Must sign the tenancy agreement in full
• Not applicable for non-student residents, subtenants, or corporate lets

Tenancy Takeovers & Reassignments

If a tenant using the Leap Waiver wants to cancel or transfer their tenancy:

• The waiver fee can be cancelled and removed from the original booking.
• The incoming tenant can then choose their own arrangement:
  • Select a waiver-backed tenancy
  • Choose a standard guarantor route

A new Leap policy will be generated for the incoming student if the waiver is selected.

Non-Arrivals: How Leap Handles Them

Definition

A non-arrival refers to a tenant who:

• Has signed their agreement
• Is covered by the waiver
• But fails to move in by the tenancy start date

Claim Requirements

• Claims must be submitted within 120 days of the tenancy start date
• You must provide:
  • Signed accommodation agreement
  • Written proof of intent to arrive, dated within 90 days of start date

Accepted as Proof of Intent:

• Signed tenancy agreement
• Email from student confirming move-in plan

Payment Timelines

• Leap pays the claim within 10 business days of complete documentation
• You may be contacted by their third-party handler (Reserv) for clarifications or ledger updates

Tenant Falls Into Arrears – Default Process

Claim Requirements

• Submit the claim within 120 days from the missed payment/default
• Provide:
  • Signed tenancy agreement
  • Full rent ledger
  • Copy of written notice sent within 7 days of default seeking repayment

Proof of communication must include a clear demand for payment and must be dated appropriately – STAGE 1

• Claims are handled by Reserv on behalf of Leap
• You’ll be paid within 10 business days once all documents are provided
• Monthly follow-ups will request updated ledgers
• If the student later repays, property management will need to return any overpayment received

Ongoing Claim Monitoring by Leap (via Reserv)

• After a claim is approved:
  • Reserv will check monthly to see if further payment is needed
  • Updated ledgers may be requested
  • Any over-recovery (e.g. student repays post-claim) must be returned

Operational Tips & Reminders

Task

Reminder

Booking

Students must choose waiver at booking – no retroactive changes

Tenancy Records

Never manually edit Leap fields

Cancellations

Waiver can be removed; new student can choose waiver or not

Non-Student Contracts

Not eligible – waiver is student-only

Claims

Submit within 120 days; full documentation required

Proof of Intent

Must be dated within 90 days of start and show clear intent to move in

Claim Submission Portal

All waiver-related claims must be submitted via the portal (to be provided). Claims cannot be submitted via email—only via the online form.

Team Script – Advising a Student

“If you don’t have a UK-based guarantor, you can book using the Leap Guarantor Waiver. Just select the rent option marked ‘UK GUARANTOR NOT REQUIRED’ during your booking. The fee is included in your rent, and there’s no separate payment or guarantor form needed. It’s a quick, easy way to confirm your accommodation.”

Quick Reference Checklist

Area

Step

Booking

Student selects “UK Guarantor Not Required”

Post-Booking

Confirm Leap ID & waiver tag in Concurrent

Contract Status

Await “Guarantor Approved” or “Ready to Sign”

Takeover

Remove waiver and reissue option for incoming student

Claims

Submit via Leap within 120 days with all required docs

Non-Arrivals

Provide signed agreement + proof of intent to arrive

Defaults

Provide ledger + signed agreement + 7-day notice