FAQs

Our offices are open Monday - Friday 9am to 5pm, if you have an emergency that can not be dealt with during these hours please contact Regent Security on 0845 371 0101 and quote 70870 as your reference number.

Please remember to use this as an EMERGENCY only. Any calls not deemed an emergency will be charged at £50.00 per call out and £35 per additional hour spent on site which is payable by the tenant.

To avoid the cost of a call out being charged to you - see below for what is and isn't classed as an emergency.

Useful contact numbers in case of an emergency

• Regent Security 0845 371 0101 and quote 70870

• Emergency Services: 999

• Police- Non Emergency: 0116 222 2222 OR 101

• Transco - Gas Emergency: 0800 111 999

• Severn Trent Water: 0800 783 4444

WHAT IS CLASSED AS AN EMERGENCY?

FIRE ALARM ACTIVATION/TAMPERING

In the event of the fire alarms activating, if there is a fire call 999 and evacuate the building - LEAVE YOUR POSSESSIONS BEHIND. If there is no sign of a fire, please call regent security who will come out and reset the panel. NOTE: The panel will record which detector set the panel off - the tenant responsible will be charged for the call out. IMPORTANT: Do not remove detectors, this risks lives - there will be £125 charge plus cost of damage to the fire circuit ​

PLUMBING

Water leaks (leaks caused by pins or nails in pipes will be charged to tenants)

Failure of heating system on a Friday or Saturday

​ELECTRICAL 

Loss of power or lights - You must check the trip switch on consumer unit before requesting assistance. Also please ensure there is not a power cut in your area - if there is, DO NOT contact Regent security as this is an issue which National Grid will be aware of and work to resolve.

If the problem is found to be one of your faulty appliances i.e Hair dryer, chargers, kettles etc. We reserve the right to charge you for any call outs.

LOCK OUTS

If you have locked yourself out or lost your key, please call regent security - The cost of the call out will be charged to the tenant plus the cost of new keys.

PLEASE NOTE: Replacement keys will not be issued by Regent security - a request to order new keys will need to be made during our office hours.

DOOR LOCK

Failure of external door locks - If the fault is found to be that of the tenant, We reserve the right to charge for a callout and the cost of repair

BREAK INS

Although occurrences of theft in our properties is rare, if you are unfortunate, please contact the police on 999 if the theft is in progress otherwise call 101 to summon the police 

WHAT IS NOT CLASSED AS AN EMERGENCY?

​PLUMBING

Dripping tap

Running overflow pipe

Low water pressure

A few radiators not getting warm

Noisy central heating system

​ELECTRICAL

Replacing light bulbs

Fridge/Freezer has broken down - This needs to be reported as maintenance so that a specialist can be called out - Note we do not accept liability for loss suffered as a result of fridges/freezers breaking down.

​NOISE

Nuisance noise from neighbours needs to be address directly with your neighbour or we would be more than happy to have a word - please contact us during office hours, we will be more than happy to assist you.

Thank you for your message. You can book a viewing directly on the website at https://thestudentzone.co.uk/book-a-viewing , please select the property you want and a time and date to suit you. Please leave a note of which room/ room type you would like to view. 

To reserve a property, first contact us to see if your chosen property is still available. You will then be required to complete a reservation form and pay £99 advanced rent, this will be deducted from your first rent instalment

We will then conduct a reference check on yourself and your chosen guarantor and prepare a tenancy agreement for you to sign, detailing the instalment dates going forward.

Once the payments have been made and the tenancy agreement is signed, your property will be secure.

Please note - a UK guarantor is required - if you can't secure a UK guarantor you will have to pay your full rent upfront, this is strictly at the landlords discretion. If you do not agree to these terms, you will lose any monies paid - so please, ensure you have a UK guarantor before paying any monies and making a reservation with us.

A UK guarantor is a resident in the UK that would sign a form stating that they would pay the rent if you cannot make payment or fall behind with payments for any reason. (This cannot be another student)

Please note - a UK guarantor is required - if you can't secure a UK guarantor you will have to pay your rent upfront. If you do not agree to these terms, you will lose any monies paid - so please, ensure you have a UK guarantor before paying any monies and making a reservation with us.

You can contact housing hand who provide guarantees for tenants who do not have a suitable guarantor. You can contact them using this link http://www.housinghand.co.uk.

Please note that a non refundable booking fee of £99 is payable to take the property off of the market - should you wish to read a sample tenancy agreement prior to paying any money, we would be more than happy to provide you with a sample tenancy agreement. 

Other costs which you may incur are as follows:

- Late Rent Fee - Interest at the bank of England Base Rate. 

- Bounced/Cancelled Direct Debit payments- £35

- Call Out (Outside Office Hours) - £50 + cost of keys if necessary

- Call Out (During Office Hours) - £0 + cost of keys if necessary

- Missed Contractor Appointment - cost of call out invoice

- Malicious Damage by you or your guests - cost of invoice

- Fire Tampering - £125 plus cost of repair/replacement

- Parking - Please enquire for more details 

This depends on the property that you have taken. Some of our tenancies start on 1st July until the following June but with only 48 paying weeks as your rent is discounted by 50% for the summer for non-occupancy.

Others, in particular Studios run for a 51 week period typically 7th September to 31st August the following year.

As long as you have a tenancy that starts in the summer with a half rent period then you can leave your belongings in the property.

However, If belongings are left over the summer we will be unable to carry out any maintenance work or cleaning that needs doing. It will be your responsibility to clean the room when you arrive (and when you move out). Maintenance will be carried out on a priority basis when you do finally move in

You will need to collect the keys from our office during our opening hours (provided that you have handed in all relevant documents- see below) and return them the same day no later than 3pm.

If you decide not to take the property and have not yet signed a tenancy agreement then you would lose your advanced rent payment which you have already paid. If you have signed a tenancy agreement then you would have to find a suitable replacement for your flat/room and you would be responsible for any rent payments until a replacement is found.

YOU MUST NOTIFY US AS SOON AS POSSIBLE

This will be detailed on your tenancy agreement. You can move in from when you start paying full rent for the property. Please contact us if you are unsure.

When collecting your keys, you will need to bring photographic I.D. with you. You also need to ensure that you have returned all of the relevant documents. Keys cannot be issued and you will not be able to move into your accommodation or move belongings in during the summer if:

YOU HAVE NOT PAID YOUR FULL DEPOSIT IF APPLICABLE

YOU OR YOUR GUARANTOR HAVE NOT PASSED YOUR CREDIT REFERENCE

YOU HAVE NOT SIGNED AND RETURNED YOUR TENANCY AGREEMENT

YOU HAVE NOT PROVIDED A SIGNED PRESCRIBED INFORMATION

YOU HAVE NOT SET UP YOUR GO CARDLESS (DIRECT DEBIT) PAYMENT METHOD

YOU HAVE NOT PROVIDED A VALID COUNCIL TAX FORM OR CERTIFICATE TO US

YOU HAVE NOT PROVIDED A COMPLETE GUARANTOR MANDATE

YOU HAVE NOT PROVIDED AN ACCEPTABLE ID FOR YOU AND YOUR GUARANTOR

ANY RENT PAYMENTS ARE OUTSTANDING WHERE APPLICABLE ENERGY PAYMENTS HAVE NOT BEEN PAID

If you are unsure about any of these items, please contact us immediately

You will need to collect your keys from our office. This will need to be during our office opening hours. You will need to book yourself in for a key collection at least 7 days before collecting your keys - Just so we can make sure we have received all documentation to allow us to give you your keys.

If you can't collect your keys during our office hours - It is possible for somebody to collect the keys on your behalf. You must ensure that you send us an email giving your permission for the person to collect the keys and provide the name. The person will need to bring photo identification with them.

Yes, you will receive an inventory for your flat/room and, if you are the first tenant to move in, you will also be given an inventory for communal areas of your accommodation. Please check both carefully and return to tour office within 24 hours of moving in. (NB Late inventories cannot be used as a valid statement of the condition of your accommodation)

If you are provided with a TV or you bring your own and you want to watch TV channels then you will need to purchase a license. If you are simply using it for gaming, streaming or watching DVDs then a license is not required.

You should always insure your belongings, especially expensive items like laptops, tablets and phones.

We or someone working on our behalf has the right to view the property to assess its condition and to carry out necessary repairs, maintenance or viewings at reasonable times of the day.

The law says that a landlord or agent must give the tenant at least 24 hours prior notice of any visits in writing.

The Tenant may allow us to enter the property sooner to carry out work or an inspection, however we will only do this if agreed verbally with a Tenant that gaining access is acceptable to them.

We or your landlord may gain access to the property in an emergency with no warning.