390a & 390b Bowthorpe Road, Norwich, NR5 8AG

TENANT’S INFORMATION DATABASE

Are you a current tenant with a maintenance issue?

Raise it here.

We’ve compiled a database of relevant information, tenant expectations and frequently asked questions below. This is a great resource for current and future tenants to gain or regain information.

What do tenants want from us?How do we provide this?
A friendly and approachable teamWe provide friendly and professional service, here to help with all your property and tenancy needs.
To be looked afterYour deposits are protected with a government approved scheme. We provide practical support and property mentoring throughout your tenancy.
Clear and effective systemsAll our tenants have access to the management system, Arthur Online and FixFlo, our repair reporting system.
Quick responsesWe endeavour to reply to your call or email within 24 hours, even if it’s just to let you know it’s been received.
To be kept in the loopWe will update you and keep you informed on a regular basis regarding tenancy paperwork and on-going maintenance issues.
Straightforward contact methodsYou can contact us by phone, email or through the Arthur App. There is also a 24/7 emergency line.
Continuity of who you speak toEach tenancy has their own designated property management team. You can ask for them by name on the phone and deal with them throughout the tenancy.
Timely resolution of issuesWe endeavour to resolve issues in a timely manner, both to minimise disruption to yourselves and look after the properties in our care.
Trustworthy tradesmenWe only use tradesmen that we trust and that align with our company values.
Reasonable resolutionsOpen communication to resolve any issuesAccess to the Property Redress Service
A safe and quality homeWe provide safe and quality accommodation that not only meets the council’s standards but also our own, even higher standards.
What do we expect from our tenants?How can you achieve this and what is the benefit to you?
Rent paid in full and on timeSet up a standing order for rent so you don’t have to think about it for the rest of the year. You won’t have to be chased by your property manager and we won’t have to ask your guarantor or housemates to cover your rent.
Adherence to the terms laid out in your tenancy agreementWe have produced a number of video guides to help you have a smooth tenancy. We want to help you get all of your deposit back when your tenancy comes to an end.
Timely reporting of maintenance issues or damagesLetting us know specific details of any issues and utilising the Arthur system can help us get things resolved quickly for you and look after the property on behalf of the landlord.
Responsibility to deal with some maintenance issues (like changing light bulbs)There may be some things that you will be required to replace if they break or no longer work. It is not about placing blame, but about taking responsibility. We can always offer assistance and guidance where needed.
Respect for neighbours and common areasYour neighbours can be a real asset to you, they might accept parcels, take out bins and keep an eye on your property when you’re away. Like you, they also deserve to live in a peaceful and respectful neighbourhood.
Proper disposal of rubbish and recyclingUtilise the bins provided to keep your home clean and tidy. This will help prevent damage to the property, reduce disruption in viewing season by helping let the house quicker and reduce chances of unwanted pests.
Polite communicationWe want to work with you and ensure that you have the best tenancy possible. Clear and polite communication from both sides is the easiest way to work together and achieve this.

Tenancy Issues

How do I get the most out of my house viewing?

Do I need a guarantor?

What does it mean to be “jointly and severally liable”?

How do I fill out an application form for a student house?

What do I need to know before my contract signing? 

How is my deposit held and protected?

What information do I need before I check in to a house?

What is a “mid-tenancy inspection”?

What information do I need before I checkout of a house?

How do I make sure I get all my deposit back?

Utilities

What do I do if my heating doesn’t work?

There are a number of common causes for boiler faults that can be easily rectified:

  1. Check the power is turned on
  2. Check the thermostat is turned up and is requesting heat
  3. Ensure your timer is set correctly
  4. Check the valve on the side of each radiator is turned up (anti-clockwise)
  5. Press and hold the reset button (or turn it off and on again)
  6. Check that the boiler pressure hasn’t dropped (should be in between 1-2 bar on the dial)

If there is still an issue with your boiler please raise it on Arthur or contact your property manager.

How do I set up my bills?

A large number of our tenants will already be signed up with a all-inclusive bills company like UniHomes of Fused. If you are dong bills yourself you can compare prices for gas, electricity and water on sites like GoCompare and Compare the Market. Water will need to be be set up with Anglian Water and TV licence (if required) through the TV Licensing Company.

Do I have to pay for council tax as a student?

The short answer is no. If you are a full-time student you are exempt from paying council tax. You are responsible for letting the council know about this. Download a copy of your student exemption form from your university portal, and email it (along with the rest of your housemates’) to revenueservices@norwich.gov.uk

Appliances

How do I look after my washing machine and tumble drier? 

How do I clean and defrost my fridge/freezer? 

How do I look after my vacuum cleaner? 

What can I do about water collecting at the bottom of my fridge? 

How do I clear out my washing machine filter? 

Cleaning/Rubbish

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Fire Safety

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Miscellaneous

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Key Definitions

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How to Manage Mould and Condensation

How to Change a Lightbulb

How to Tighten Screws on Kitchens and Furniture

How to Tighten a Wobbly Bed

How to Clean Your Extractor Hood Filter

How to Make Sure Your Windows are Secure

How to Look After Your Dishwasher

How to Unblock a Sink

Student Viewing Guide

Pre-Contract Signing

Post-Contract Signing

Pre-Check In

Still can’t find what you’re looking for?

Ask your question here. We’ll get back to you with an answer as soon as we can and look to add the information for other tenants asking the same thing.

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