TENANT INFO HUB
Are you a current tenant with a maintenance issue?
We’ve compiled a database of relevant information, videos and frequently asked questions below. This is a great resource for current and future tenants to understand what you can expect from us at Norwich Student lettings. We also hope it proves to be an informative resource for helping you look after your house and making your tenancy go as smoothly as possible.
- Know where it is, how to get there and how long it will take to get there. Landlords and agents might be showing lots of people around and you don’t want to miss your slot.
- If possible, bring the details of the property from the advert and take them with you. This will help you remember each property if you are doing more than one house viewing and you can check the information with the agent while you’re there.
- Prepare a list of questions which will help you compare properties and write down the answers. We have a list of suggested questions below.
- Wherever possible, take the whole group to the house viewing. If this isn’t possible (often for larger groups), send a representative round to see a list of properties and form a short list of 2 or 3. Then book in to return with the whole group to make a final decision.
- If the whole group are not present, ask the landlord or agent if you can take some photos to show the others.
Here are some suggested questions you may want to ask when viewing a house:
- How much is the rent?
- How much is the deposit and when will this need to be paid?
- Who will be responsible for paying the bills, are these included in the rent?
- When is the house available from?
- What furniture and appliances are included?
- Is there parking available?
- Does the house have suitable fire safety systems in place?
- Is the house double glazed and what is the heating system like?
- Who will we contact with maintenance issues or in an emergency?
- At the end of the year, will we be able to renew if we want to?
- How do we go about applying for and securing the house?
For many of you renting a student house will be the first property that you have ever rented. As a student you are also likely to have a poor or non-existent credit score, and due to this most of our landlords ask for each of their tenants to provide a UK based guarantor.
Not only does a guarantor protect you in the event that you can’t pay your rent they also help protect the whole group. As you will be signing a joint contract each of you is technically responsible for the entire rent on the property. By each providing a guarantor you double the number of links in the chain and protect against having to pay out for your housemate’s portion of the rent.
What makes an acceptable guarantor:
- Must be a close friend or relative.
- Must have a UK-address.
- Must undertake and pass a quick credit-check.
- Must be happy to sign our guarantor form. You can find a sample guarantor form on our downloads page.
If you are unable to provide a guarantor please let us know alongside filling out your application form. Some landlords may be willing to agree to terms without a guarantor if you are willing to pay some rent upfront.
If you’re about to sign a house with us on a group contract and have had a look through your tenancy agreement you should have noticed the line after the list of tenants that reads, “Who shall be jointly and severally liable”.
So what does this mean?
Put simply, as you are signing a single contract as a group, you are sharing responsibility to be bound by its terms. We will always try our best throughout a tenancy to make sure that charges and responsibilities are split fairly, but in some circumstances you may be required to pay out on behalf of your housemate. This is usually in one of two areas:
Rent: In the vast majority of tenancies the tenants decide to split the rent between them, this may be split evenly or differently depending on the house and the group. However, it is the overall monthly rent that is detailed on your tenancy agreement; so for example, if one person didn’t pay their rent one month, the landlord is within his right to ask the other tenants to cover the rent arrears.
Damages: We ask for a damage deposit on all of our tenancies, and this is paid into evenly by all the tenants. In most circumstances any damages at the end of a tenancy will be covered by this deposit, and if the damages are specifically caused by one tenant the costs can be paid from their portion. However, if we are not made aware who caused the damage, or the costs are higher than one portion on the deposit, the landlord is able to use the other portions of the deposit to cover these costs.
We very rarely have to charge anyone for charges acquired by their housemates, but it is worth taking some precautions to help you along the way. Here are some top tips to help prevent you having to pay out for your housemates:
- Make sure you know your housemates before signing a contract with them
- Make sure you all have a UK based guarantor in place
- Each set up standing orders to automatically send the rent every month
- Consider taking a smaller room and paying less rent if you are worried about your finances
- Budget for your rent every month, or send rent termly so you know that it is covered
- Clean regularly and raise maintenance issues quickly to reduce any damage to the property
- Check when people are planning to leave at the end of the tenancy making sure people have contributed to the cleaning before they leave
- Consider splitting the costs for a cleaner at the end of your tenancy
You’ve just done a house viewing and like what you see… how do you apply to rent one of our houses?
1. Make sure the whole group is on board
Our student properties are mainly let to whole groups rather than individuals. Make sure everyone in your group has seen the house and is happy with it before applying.
2. Let us know you want to take a house
Once you’ve let us know you want to rent one of our houses, we will send you are ‘intent to apply’ email. This email will have all the tenancy details listed and provide links for you to fill out the relevant application forms
3. Holding deposits
We may ask for a holding deposit from the group in order to make sure you are committed to renting the property. This will not total more than 1 weeks rent and will become part of your full deposit once you’ve done all the paperwork. Once this has been paid we can take down all the adverts on the property to allow you some time to fill out the application forms.
4. Check your guarantors
A lot of students will have their parents as guarantors, but whoever you are proposing to use you must get their permission before filling out the individual application form. We will also get them to fill out a credit check form before we accept them as guarantors.
5. Fill out the individual forms
Each member of the group will need to fill out our individual application form. Here we get all the information needed to enter into a contract with you. The more information you give the better chance your application has at being successful. If you were the person who initiated the viewing we may already have some information and you can update your application rather than starting a new one.
6. Wait for our response
Once we have had all the required information through we will check through your applications and make sure your guarantors pass a credit check. If everything goes well we will get in touch to let you know you have been successful and take the next steps towards contract signing.
When letting a house in the UK that demands payment of a deposit that deposit has to be protected with a government endorsed deposit protection system.
We will sometimes ask for a holding deposit (of no more than 1 week’s rent) to secure a house. This will then be added to your full deposit (of no more than 5 week’s rent) which is due at the time of signing the contracts.
At Champion Property Management we use an insurance based scheme from a company called MyDeposits to protect any deposits we receive. This means we hold your deposit in a designated deposits account and protect it with the MyDeposits scheme. You will receive a deposit protection certificate (DPC) within 30 days of paying the deposit.
MyDeposits not only insure any deposit money you have paid to us, they also act as a third-party for any deposit disputes. We will take a full photographic inventory of your house before you move in and will check against this when you come to move out. Any proposed deduction will be run past the whole group first and any disputed amounts can be taken to MyDeposits for the final say.
Before you can check into your house you MUST:
- Book a check in time and date. A form will be sent out from our management system around 30 days before your contract start date.
- Make sure at least 50% of your group can attend the check in.
- Ensure all paperwork has been completed before your move in date. eg. contracts signed, guarantor forms signed, standing orders set up
- Complete any right-to-rent checks. We need to see proof that you are allowed to rent in the country in person before you can move in. If we weren’t able to do this at the contract signing please make sure you bring a valid passport and any applicable visas to the check in meeting.
- Ensure the first month’s rent on the whole property has been paid. This is usually done automatically through a standing order.
At the check in meeting we will:
- Provide you with all the keys to the house. If only 50% of your group turn up you will be responsible for getting the keys to the other half of the group.
- Show you how to use the house utilities. e.g. heating, cooking appliance, fuse board etc.
- Check and approve the photographic inventory. You will also get 14 days from when you move in to take and add your own photos of the house.
A House Health Check, includes a quick to your house from your property manager to check that everything is going smoothly for our tenants and properties. For student houses these usual happen in October and March.
At this inspection we will:
- Check if there are any maintenance issues*
- Check that you are using the house in a ‘tenant like manner’
- Check that your fire safety equipment is in good working order
- Consider any future improvements to suggest to the landlord
*Any urgent maintenance requests should always be raised with us straight away but these inspections are a great time to look into anything not so serious that can then be scheduled in when convenient.
A House Health Check is nothing to worry about, we want to look after our tenants and properties and this is a great way to make sure we visit every house at least a couple of times a year. We will always book these visits in with you at least 24 hours in advance and will get in touch with any feedback.
Once you’ve come to the end of your tenancy we offer you a check out service. This usually consists of one or two meetings at the house to check through the inventory and make sure everything is in order. This should help you and your group get all of your deposit back.
Before booking in a check out meeting you should:
- Work out when everyone will be leaving and who the last person to leave will be.
- Organise an end of tenancy cleaning rota. (Another option would be to pay for a professional cleaner and split the cost between the group.)
- Book in a check out and/or pre-check out meeting via Arthur Online.
- Make sure anyone leaving early leaves their keys at the house.
- Have a look at the question below for our tips on getting as much of your deposit back as possible.
Landlords and Letting Agents will typically perform a check out on the day the last person leaves the property (or shortly after). It is how the agent/landlord finds the property on that visit that will determine how much of your deposit you get back, so here are our 5 things to look out for when getting your house ready for check out:
- Inadequate cleaning
This may be obvious, but the property needs to be cleaned to the same standard as when you moved in. This includes defrosting freezers, bleaching showers and loos, scrubbing the oven, moving and cleaning under and behind furniture and appliances in the kitchen – it’s not a one-man job. If you’d prefer to take a load of your mind, let us know and we can book our team of cleaner in for after you’ve left. - Leaving things behind
Your own rubbish or belongings can be disposed of for free at any recycling centre or in the wheelie bin. But to an agent or landlord, this becomes trade waste that must be paid for, not to mention the cost of their time in removing it, which could involve a van or even a skip. Take EVERYTHING with you, and don’t leave things for the next tenants thinking they will want them – they won’t! - Blu Tac Marks
This is so common in student houses where tenants use blu tac to put up photos or posters. Blue tac leaves a greasy stain, and must be cleaned with sugar soap before repainting. If you leave marks like this in your house, the landlord is likely to need to bring in a decorator and pass on the costs to you. Make sure you fill any holes and paint those too. If you want to check the exact paint used in your house, please ask your property manager. - Missing keys
Often new tenants will be coming in shortly after you leave. If you don’t return all your keys on or by the final check out, you will find yourselves having to pay for replacements, even if you still have yours or they have been posted back to us but are yet to arrive – they need to be there at check out, or we will need to cut another set at your expense. - Gardening
If you have been supplied with a lawnmower, then you will be responsible for cutting the grass, and this should be done before leaving. However, all tenants will be responsible for pulling up weeds in paths, gravel etc. as these don’t require any tools. Unless you have been supplied with a gardening service, you will need to leave the garden in the state found on the inventory and take any rubbish away.
We want to help you get all of your deposit back where possible and help our summer handover go as smoothly as we can! We recommend booking in a pre-check out meeting with your property manager a week or two before you move out so they can point out any potential deductions and give you some time to rectify them before your tenancy ends.
There are a number of common causes for boiler faults that can be easily rectified:
- Check the power is turned on
- Check the thermostat is turned up and is requesting heat
- Ensure your timer is set correctly
- Check the valve on the side of each radiator is turned up (anti-clockwise)
- Press and hold the reset button (or turn it off and on again)
- 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.
A large number of our tenants will go for an all-inclusive bills package. You can find out more about this here.
If you are doing 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
- Make sure you take EVERYTHING out of your pockets before you put your clothes in the machine.
- Don’t overfill the machine. You should aim for 2/3 full or under
- Once a term, put your empty washing machine on a hot wash (90-95 degrees).
- Both washing machines and tumble driers have filters. Make sure these are checked and cleared out regularly.
- Leave the door to the machine open for a while after use to air it out.
- Measure out your detergent. Using too much can leave a residue which increases wear and tear on the machine.
- Locate the filter. (This is usually on the front of the machine, at the bottom, under a cover)
- Put down an old towel and a tray on the floor to catch any escaping water.
- If there is a hose, empty the water out into a container and pour this down the sink.
- Unscrew the filter and pull it out. (It is likely that some water will come with it)
- Clear out any fluff or blockages in the filter.
- Return the filter and close the cover.
When doing a deep clean, you should:
- Remove everything from the fridge/freezer.
- Put down a towel on the floor.
- Turn off the fridge/freezer at the wall.
- Wait 12-24 hours with the doors open for the ice to defrost.
- Wipe away the remaining water.
- Clean around the fridge/freezer with some soap and water.
- Dry the surfaces.
- Turn the fridge/freezer back on.
- Restock the shelves.
- Check the dust collection area or bag doesn’t need emptying or replacing.
- Check the head is clear of hair etc.
- Check the hose, pipes and any nossles are clear of blockages.
- Check the filter is clear. Clear out and clean as and when required.
If you are getting water collecting in the bottom of your fridge or around the salad bin area, it’s almost certainly due to the drain hole being blocked. The drain hole can be found on the back wall of the of the fridge. Clearing the hole should just need a couple of pokes with the small plunger (this should be kept in the hole). If the issue is still not resolved, the blockage may just be a bit further down. Use a pipe cleaner in order to reach any deeper blockages.
Try not to let any food or produce you put into the fridge touch the back wall. Not only can this cause drain hole blockages but it can also allow water to bypass the hole completely, and drain into your food instead. If you are getting ice build up on the back wall, your fridge setting my need to be turned down slightly.
- Find out what day your bins go out. You can have a look on the Norwich Council website to search for your postcode to find the day of the week your bins go out, they should also post a physical calendar of dates through the door once a year.
- Make sure you put the correct bin out. Your house will have at least 2 types of bins, recycling and general waste. These go out on alternate weeks and food waste is collected each week (where applicable.) Check the locations from the point above for details on which bin is going out or have a look what your neighbours are doing.
- Put the correct waste in each bin. The general waste bin will be used for most of your household waste, the rubbish should be put in a black bag before going in the bin. In terms of recycling there is a full list of recyclable items on the Norwich Council website.
- Make sure the bin lids can be closed. Bags left lying next to the bins are unlikely to be taken away, any excess waste can be taken to the tip. You will be charged to get rid of any rubbish left outside of the bins at the end of your tenancy.
- Make sure your heating is set to come on for 2 hours in the morning and evening during the colder months to keep the house warm.
- Ensure you use any extractor fans supplied and open windows wherever possible, especially in bathrooms and kitchens.
- When cooking, put lids on pans and turn the hob down, this will also save you gas/electricity.
- Don’t dry clothes on radiators or in bedrooms. Use a clothes airer in the garden or an open space.
- Think about placement of furniture in your room. Perhaps pull large items away from walls, and try to locate them on interior walls where possible.
- Make sure your bed or any other furniture isn’t pushed up against radiators.
- Leave internal doors to bedrooms open as much as possible to increase airflow, but keep bathroom doors shut.
- Open windows regularly and keep any trickle vents open. You can also lock most windows slightly ajar to allow for air flow even when you’re not in.
Step 1: Take some think bleach and run it along the mouldy area of silicone.
Step 2: Using gloves; roll up some toilet paper or kitchen towel and stick it with the bleach along the silicone.
Step 3: Leave for 12 to 24 hours.
Step 4: Using gloves again; remove the paper, wipe off the excess bleach with a damp cloth and enjoy your mould free silicone.
- Have a good clean up. Rather than leaving your house messy to come back to after the holidays, this can be a really good time to have a good clean and help look after your house.
- Think about security. If you are the last tenant to leave the house for the Christmas break, make sure all windows and doors are secure. You may want to take any small valuables with you and you could also get a plug timer and set a lamp to come on at regular intervals to deter any intruders.
- Let us know. If the house is going to be empty for longer than a week or two, please let your property manager know. We can then check in on the house over the break and make sure everything is as it should be.
- Keep your heating on. Even though you’re not going to be in the house for a while, it is important to prevent damp and mould. Keep your heating set on a timer for mornings and evenings so that the temperature in the house doesn’t drop too drastically.
- Bathrooms/Showers/Ensuite should be cleaned thoroughly – particularly around exposed pipes, behind the toilet and sink pedestal and radiator.
- Toilets, sinks, shower heads and the base of taps must be properly descaled using a product with limescale remover such as Cillit Bang.
- Shower cubicles need to be cleaned; you should clean the shower unit and shower-head as well as the tiles, shower tray and, where possible, the shower curtain. Glass shower screens must be descaled and smear free.
- Toilets should be thoroughly cleaned using toilet cleaner. We would ask that you clean the cistern, the back of the toilet and also the bowl. Clean the bowl with a brush to remove the marks and stains that can build up over time.
- All sealant and grouting should be free of orange or black staining or mould. A think bleach, held on with kitchen towel for 12-24 hours, can be a good way of cleaning this.
- Baths need to be rigorously cleaned using a bathroom cleaner.
- All tiles should also be cleaned.
- Windows and windowsills should be cleaned.
- Floors should be cleaned with a floor cleaner.
- You should also clean any other fittings and surfaces in the bathroom i.e. cabinets and units.
You can find more details about cleaning in your tenant handbook.
- All kitchen cupboards and drawers should be emptied of your food and belongings, scrubbed clean and free of any residues, grease and stains inside and out. Use brillo/scouring Pads on the shelves to remove any sticky residue. Grease can be cleaned using a sugar soap mix. All cupboard doors should also be wiped clean as should cupboard tops.
- All kitchen surfaces and wall tiles should be fully degreased and cleaned. Paying particular attention to the areas around and behind the hob.
- All sinks and taps to be descaled using a product with limescale remover such as Cillit Bang. Shiny Sinks is recommended to restore stainless sinks. Taps should also be cleaned.
- Hob surfaces – if you have a gas hob then each ring must be taken apart in order to scrub off any burnt-on black food spots. Ceramic Glass Hobs should not have any raised residue remaining and should be fully smooth to the touch.
- The oven and grill interior plus oven liner (if present) must be clean and grease free. All oven shelf racks must be returned to their shiny silver state. (We recommend using Brillo pads or a decent oven cleaner to ensure all grease and burnt on food is removed). We recommend you use Oven Pride oven cleaner bags as a cheaper and easier option.
- You should also clean any other fittings and surfaces in the kitchen area e.g. shelves, breakfast bar etc.
- Fridges and freezers should be defrosted and deep cleaned. Find out more information here.
- All kitchen appliances should be cleaned and free of any residue, burnt on black stains, grease or stains – inside and on the outside and on the tops of each appliance. The washing machine soap drawer and door (including the rubber seal) should be cleaned and free from any black/slimy detergent residue.
- Washing and machines and tumble driers should be cleaned.
- Windows and windowsills should be cleaned.
- Floors should be vacuumed and mopped using a floor cleaner.
You can find more details about cleaning in your tenant handbook.
There are a number of solutions to getting rid of ants. Our preferred method and the one we’d suggest in student houses is to get hold of some bait traps. Place these close to where the ants are getting into your house. Ants collect the bait and take it back to the nest. This usually solves any infestations within a matter of days.
You could also get hold of some ant powder or spray. Although, these can be less effective than the bait traps.
Other, more eco-friendly, solutions include: A white vinegar and water mixture or a tea tree oil and water blend which can be applied directly to the nest. Or you can also disrupt their trails with ground cinnamon, pepper, coffee, or spray with lemon or peppermint.
As with all pests, making sure your house is kept clean and tidy, with no food laying around, is one of the best ways of preventing ants.
The first port of call would be to try to remove any blocked hair from the drain. Sink unblocking tools like this can be picked up fairly cheaply.
If this doesn’t work, or the holes in the drain are not big enough, you can try a plunger or pick up some liquid drain un-blocker from the supermarket. They vary in strength, but we would suggest getting a stronger one or a specific shower/hair un-blocker. You can then follow the instructions on the side of the bottle.
In order to prevent future blockages, consider getting a drain protector. These prevent hair from going down the drain and getting clogged up.
It is your responsibility as a tenant to make sure the property maintains the correct bins. If a bin is damaged, lost or stolen, you can order new bins from the council. Please let us know if yours bin do not have numbers on so you can identify which ones are yours.
- Test the smoke alarms at least once a month. Hold the test button on one and make sure all of them sound around the house.
- Keep clutter to a minimum. Make sure there are no large collections of cardboard or flammable materials.
- Make sure all escape routes out of the house are kept clear at all times. Bikes or boxes should be stored out of the way in suitable places.
- Familiarise yourself with the fire safety equipment in the house. All our student houses come with a fire extinguisher and blanket in the kitchen.
- Make sure any fire doors are left closed not propped open with door stops.
- Do not allow anyone to smoke in the house and keep any naked flames to a minimum.
- Consider taking out contents insurance to cover any personal items in the house.
- Check the extinguisher to make sure it is the right type to use.
- With the extinguisher on the ground a safe distance from the fire, remove the safety pin and break the tamper seal.
- Aim the hose at the base of the fire with one hand. Don’t aim for the flames, but instead for the base of the fire, moving the spray around to deprive it of oxygen.
- Holding the lever in your other hand, you then start to slowly squeeze this to discharge the powder. As the fire starts to die down, you can then start to move closer.
- Using the entire contents of the powder fire extinguisher, make sure the fire is fully extinguished to cool down the area and prevent it from re-igniting.
You should only ever attempt to fight a fire if you feel comfortable doing so and you are not going to endanger yourself or anyone else. If you do not feel comfortable, get out of the house immediately and call 999.
- Turn off the heat source if it is safe to do so (NEVER move a container with burning liquid).
- Pull the tabs to release the fire blanket from its box.
- Hold the blanket in a shield position and if possible wrap the blanket around your hands for protection.
- Place the blanket gently over the pan/container to smother the fire.
- Leave the pan to cool completely – do not attempt to uncover until it is completely cool.
You should only ever attempt to fight a fire if you feel comfortable doing so and you are not going to endanger yourself or anyone else. If you do not feel comfortable, get out of the house immediately and call 999.
When you see a fire or hear the smoke alarm go off the first thing to do is assess the situation. If a small/manageable fire has occurred (i.e. a candle has fallen over or the fat in a frying pan has caught fire), you may be able to easily and safely fight the fire yourself. All our houses come equipped with a fire extinguisher and blanket and you can find how to use them here.
If the fire is bigger, or you do not feel comfortable tackling it, the most important thing to do is to get out of the house to a place of safety. All of our houses have safe passages out of the home which do not involve going through the kitchen, and doors that can be opened without the use of a key. Do not take any personal belongings with you and, if safe to do so, check along the route that everyone else in the house is aware of the fire and is evacuating.
Once in a safe place outside you should call the fire brigade immediately on 999.
If, for any reason, the fire is located in such a way that you can not get out of the property through a door, you should aim to get somewhere by a window with a fire door between you and the flames. From there you can call the fire brigade to evacuate you.
You will be shown how to do this at check in. There should be a lever by your gas meter, turn this lever 90 degrees either way from the pipe to turn off the flow of gas to the house. If there is a gas leak, please turn off the supply and call us immediately.
You will be shown how to do this at check in. There will be a stop-tap in your house, usually under the sink. Turning this fully clockwise should turn off the water supply for the whole house. If you have a serious water leak, please turn off the supply and call us immediately.
In your house there will be a fuse-board with each switch labelled as to what it feeds power too. This can either be turned off individually or the whole house can be shut off with the master switch. If you have problems with any electrical items provided by the landlord please raise them on Arthur straight away.
Press and hold the test button on the face of the smoke alarm. Waiting until it, and the other alarms in the house, start going off. Smoke alarms should be checked at least once a month. Please inform us if any are not working.
Cross through the address on the envelope, write “return to sender” on the front and post it in a letterbox.
Access: From time-to-time the agent, landlord or a contractor may need to come into your house for various reasons. You will always be given at least 24 hour’s notice, unless there is an emergency, or you have requested the visit.
All Inclusive: If your rent is all inclusive it includes at least gas, water and electricity. It will also sometimes include broadband and a TV licence. Check your tenancy agreement for full details.
Arthur Online: Our online management system. You’ll be sent an invite after signing a contract with us.
Assured Shorthold Tenancy (AST): The type of tenancy you will enter at one of our houses. The Assured Shorthold Tenancy Agreement will contain the terms of your tenancy and detail the start and end date. You can find a draft copy of our agreement here.
Council Tax: A tax applied by the council to all homeowners and renters. As a full-time student you may be exempt but will still need to send your exemption forms to the council.
Deposit: An amount of money paid before a tenancy starts to cover any damages or rent arrears at the end of a tenancy; no more than the amount of 5 weeks rent.
Deposit Protection Certificate: A certificate to prove your deposit has been protected with a government recognised deposit protection scheme. We tend to use a company called MyDeposits.
Electrical Installation Condition Report (EICR): A certificate issued by an electrician to show the condition of any fixed wiring in a house. As per the university’s guidelines we do ours every 5 years. You can find a copy of yours on the Arthur Online system, or request a copy from the office.
Energy Performance Certificate (EPC): A certificate presenting how energy efficient a particular property is. You can find a copy of yours on the Arthur Online system, or request a copy from the office.
Fair Use Policy: On tenancies where bills are included there will be a fair use policy in place to stop you from using excessive amounts of gas, electricity and water. You can find ours here.
Fully Furnished: This means that the property comes with all white-goods and basic furniture included so you can move straight in. It does not include things like bedding, cutlery and small electrical items like kettles or toasters.
Gas Safety Certificate: Rented houses will have a gas safety check every year; a certificate will be provided to show that the house is deemed safe. You can find a copy of yours on the Arthur Online system, or request a copy from the office.
Guarantor: Someone who signs to say they will cover your rent if you fail to pay, they will need to pass a quick credit check and have a UK-based address. Find out more here.
Holding Deposit: A down payment of no more than one week’s rent used to secure a property and take it off the market. This can then be added to your full deposit once your tenancy agreement has been signed.
Inventory: A document to detail the condition of a property at the beginning of a tenancy. We do all of our inventories through photos and give you 14 days from check in to add your own.
Jointly and Severally Liable: When signing a group contract, you will each be technically responsible for the whole rent on the house. In practice you will choose to divide the cost between each of you, but in the case that one tenant does not pay their rent the others can be asked to cover it. Read more here.
Right-to-Rent Check: Before you move into a house you have to prove you have the right to reside in the UK. We will have to see your passport and any visas in person. If you are a non-UK citizen we may ask for your Government issues Right-to-Rent share code.
Section 21: A notice sent out to tenants to confirm that the tenancy will come to an end on the date set out in the tenancy agreement.
Standing Order: An instruction to your bank informing them to send out a recurring payment. These can be set up through your online banking, or by sending a standing order form to your bank.
Subletting: An agreement allowing a tenant to let someone else stay in their room and pay them rent. This is usually discouraged and must first be approved by the landlord.
Tenant-Like Manner: Living in and using a property in such a way as if you owned it. i.e. reporting any maintenance issues in a timely manner and not causing any intentional damage.
| 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 to 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 issues and access 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. |
By partnering with utilities companies, UniHomes and Fused, we can offer all-inclusive bills on any of our properties. All-inclusive bills are great for a number of reasons:
- You can split the bills between tenants without having to set up a joint account or have one tenant managing the bills.
- You know exactly how much money you need to set aside each month for bills.
- You don’t have to shop around and set up multiple accounts with different utilities providers.
- You don’t have to worry about who in the house is using more utilities than others.
- You can heat the house effectively through the colder months without racking up a huge heating bill.
You can find both utility rates below, calculated weekly. In order to work out the Monthly Rate you can use the following equation:
Weekly Rate x 52 (weeks in a year) = Yearly Rate
Yearly Rate ÷ 12 (months in a year) = Monthly Rate
We have provided the rate cards for both UniHomes and Fused below (please double check that the figures are accurate at the time you are signing up). Both companies calculate the bills in weeks, but will charge you monthly, as with your rent payments.
UniHomes:
Includes: Gas, Electricity, Water, TV Licence and Fibre Internet
| Group Size | Weekly Charge (per person) |
| 1 | £65.00 |
| 2 | £36.00 |
| 3 | £29.00 |
| 4 | £25.00 |
| 5 | £23.00 |
| 6 | £21.00 |
| 7 | £20.00 |
| 8 | £19.00 |
| 9 | £18.00 |
| 10 | £17.00 |
| 11 | £16.00 |
| 12 | £16.00 |
Fused:
Includes: Gas, Electricity, Water, and Fibre Internet (TV licence option available)
| Group Size | Weekly Charge (per person) |
| 1 | £55.20 |
| 2 | £30.03 |
| 3 | £25.14 |
| 4 | £21.51 |
| 5 | £19.32 |
| 6 | £17.84 |
| 7 | £17.39 |
| 8 | £16.51 |
| 9 | £15.60 |
| 10 | £14.99 |
| 11 | £14.05 |
| 12 | £13.26 |
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.