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 - click here to see what is and isn't classed as an emergency.

Useful contact numbers in case of an emergency

• Emergency Services: 999

• Police- Non Emergency: 0116 222 2222 OR 101

• Transco - Gas Emergency: 0800 111 999

• Severn Trent Water: 0800 783 4444

You can arrange a viewing by giving our student friendly team a call on 0116 2541 541 .

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 installement

We will then 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 rent either upfront or in 2 installements (every 6 months), 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.

All our costs are outlined clearly in our tenancy agreement which you will have the opportunity to read before signing.

you can also visit 'our fee's' page for a transparent list of fee's or charges (such as lock out charges, smoking penalties etc)

Please note that a non refundable advanced rent fee of £99 is payable to take the property off of the market, this will then be credited against the first rent payment - 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

This depends on the property that you have taken. Most 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.

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

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.