What do tenants want from us? | How do we provide this? |
A friendly and approachable team | We provide friendly and professional service, here to help with all your property and tenancy needs. |
To be looked after | Your deposits are protected with a government approved scheme. We provide practical support and property mentoring throughout your tenancy. |
Clear and effective systems | All our tenants have access to the management system, Arthur Online and FixFlo, our repair reporting system. |
Quick responses | We 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 loop | We will update you and keep you informed on a regular basis regarding tenancy paperwork and on-going maintenance issues. |
Straightforward contact methods | You can contact us by phone, email or through the Arthur App. There is also a 24/7 emergency line. |
Continuity of who you speak to | Each 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 issues | We endeavour to resolve issues in a timely manner, both to minimise disruption to yourselves and look after the properties in our care. |
Trustworthy tradesmen | We only use tradesmen that we trust and that align with our company values. |
Reasonable resolutions | Open communication to resolve any issuesAccess to the Property Redress Service |
A safe and quality home | We 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 time | Set 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 agreement | We 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 damages | Letting 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 areas | Your 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 recycling | Utilise 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 communication | We 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. |
There are a number of common causes for boiler faults that can be easily rectified:
If there is still an issue with your boiler please raise it on Arthur or contact your property manager.
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.
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
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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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