Question 1

I feel I have been charged too much for decoration, what do I need to know before I consider making a dispute?

Accepted Answer

The average cost of decorating one wall can cost up to £90.00. When walls have been damaged by blu tac, or LED light strips, it is commonly not possible to conduct a touch-up decoration, meaning that the only practical remedy is to paint the full wall.

Please refer to the terms of your tenancy for more information on what wall hangings are permitted in your home.

Question 2

Can I receive deductions to my deposit for not returning keys?

Accepted Answer

Yes, if any keys are not returned at the end of your tenancy this could mean that there are deductions from your deposit.

Copied keys or unreturned keys can cost around £10 to £15 to replace. If multiple keys are not returned, it may be more appropriate to replace the lock entirely. Depending on the system, replacing locks can cost between £20.00 to £80.00.

Question 3

Can I request receipts confirming that works have been completed?

Accepted Answer

As we aim to return deposits as soon as possible, it is common that repairs have not been completed at the point of returning your deposit; in turn, receipts may not be available.

Additionally, it may be that deductions to your deposit are not used to repair the specific damage in question. A deduction to the deposit is a compensatory amount used to remedy loss to the landlord; the landlord has no obligation to spend the money to make good damages. Therefore, receipts may not be possible.

Question 4

Do I need to replace lightbulbs and batteries?

Accepted Answer

If they need replacing, yes. Tenants must conduct themselves in a tenant-like manner. Acting in a tenant-like manner means doing the little jobs about the place which a reasonable tenant would do. Replacing lightbulbs, unblocking a sink, tightening the odd screw, and keeping the property clean and tidy would all be acts that would be considered tenant-like conduct.

For more information, please refer to:

The Housing Act 1988

Warren v Keen 1953

Question 5

What is fair wear and tear?

Accepted Answer

Not to be confused with cleaning, fair wear and tear refers to the reasonable degradation or damage that occurs to an item or area over time, due to normal use.

For more information, please see this article published by the NRLA and written by the Head of the TDS (Tenancy Deposit Scheme) Adjudication Services.

Question 6

I feel I have been charged too much for cleaning or the removal of items, what do I need to know before I consider making a dispute?

Accepted Answer

Unfortunately, cleaning and the removal of items are the most common reasons for deductions to deposits. Moreover, remedying cleaning issues and removing items can be very costly.

As a business, we are charged to dispose of items. With labour considered, it can cost over £30.00 to dispose of a single TV.

General end of tenancy professional cleaning, on an average five-bedroom house, costs approximately £280.00. In addition to this, professionally cleaning an oven and hob costs on average £90.00. If the fridge freezer has not be defrosted, this means that an additional visit will need to be scheduled. If some items have also been left at the property, the cost of rectifying the cleaning could cost upwards of £400.00.

To avoid the necessity for professional cleaning, we suggest looking to your check-in report to give an accurate representation of the condition the property was provided to you in. Also consider whether any additional, professional cleaning was conducted at the start of your tenancy.

You may consider hiring a professional cleaner; be sure to book them well in advance as demand can be high during busy periods.

Question 7

Can I receive a deduction to my deposit for cleaning?

Accepted Answer

A landlord or agent can ask that a property is cleaned to a professional standard. Tenants are responsible for ensuring that the property is returned to the same standard of cleanliness they found their property in at the start of the tenancy, with consideration of any additional cleaning that was carried out shortly after the tenancy began.

If the property is not left in a fit condition, a landlord or agent can recover costs associated with returning the property to the condition it was found in at the start of the tenancy.

For more information, please refer to the Tenant Fees Act 2019: Guidance for tenants.

Question 8

Can unpaid rent or other invoices be deducted from the deposit?

Accepted Answer

Yes, any unpaid rents or invoices will be deducted from the deposit at the end of a tenancy. If you are on a joint tenancy agreement, any invoices or unpaid rents will be deducted from the jointly held deposit.

For more information about possible deductions to your deposit, please refer to your tenancy agreement.

Question 9

I am on a joint tenancy agreement; how do I get my deposit back?

Accepted Answer

The jointly held deposit is returned to the nominated lead tenant. We aim to return funds, via bank transfer, within 10 working days of the tenancy elapsing, or bank details being received. In hopes to speed up the return of your deposit, we will request your lead tenants bank details before the end of your tenancy.

It is the nominated lead tenant’s responsibility to return the deposit to all other tenants.

Question 10

How do I work my burglar alarm?

Accepted Answer

To work your burglar alarm it is pretty simple. Firstly you will need to type in your alarm code which would have been provided to you by text at the start of your tenancy.

If you cannot find this the office is only a phone call away and they will be able to assist you with this. By typing in your alarm code this will normally set your alarm if not you may need to click the full button on the alarm.

Once this is set you will need to leave the property and just type in the code on your return to disarm. Some of the newer alarms may require you to have the front door on your property closed to set your alarm, but you will have plenty of time to leave the property and lock up without setting your alarm off

Question 11

How do I prevent condensation ?

Accepted Answer

Try to keep the inside temperature reasonably constant. Avoid drying clothes indoors. Ensure tumble dryers are properly vented or the condensate container is regularly emptied. Keep furniture away from walls. Do not turn off or disable extractor fans. Ensure extractor fans are well maintained and offer adequate airflow.

These tips are just a guide that you could follow, if you have got mould appearing then we suggest you report it here, this will then be passed to the maintenance team to come and assess the problem and treat the mould.

Question 12

What do i do if my fire alarm sounds?

Accepted Answer

If your fire alarm system sounds and you have checked that there is no fire you will need to follow these steps:

1.  Type in Alt 514.

2. Press the button which shows 'Silence Alarms'.

3. Press the button which shows 'Silence Buzzer'.

4. Press the button which shows 'Reset'.

If alarms sound after resetting repeat steps 1, 2 and 3 then report it here and we will attend.

If there is a fire call 999 and leave the property calmly following the designated fire escape route.

Question 13

My electrics have tripped - what do I do?

Accepted Answer

1.  Go to the fuse box and ensure that all switches are to the very bottom, including the mains switch and the RCD Switch (these are the bigger switches).

2.  Put RCD switch to the top and mains switch to the top, these two should always stay up. If these do not stay up, please contact the office on 0113 274 6642. If these switches do not stay up there is a problem with the electrics to the property or the fuse box itself.

3.  Working from left to right put all of the smaller switches up to the very top, waiting around 10 seconds between each switch. If the item that tripped the electrics in the first place is still plugged in, it will cause the smaller switch to not stay up. You must locate this item and unplug from the wall and complete the above steps again.

4.  Each small switch should be labelled with an area/description – i.e. Ground Floor Sockets. This will show you which area the item is plugged into, to work out which appliance/plug in is that’s tripping the electrics you will need to turn off and unplug everything that is plugged in on that circuit.

5.  Once you have managed to keep all the switches up on the fuse board you can then start to plug each item back in (one at a time), this will show you which item is causing the electrics to trip.

6.  The item that has tripped the electrics will probably require the fuse changing. If it is an appliance that Pickards have supplied you, click here and we will arrange an electrician to attend and take a look.

Question 14

My shower is not draining correctly, how do I unblock the trap in my shower? How do i unblock a sink?

Accepted Answer

Usually, slow drainage or a total blockage in your bath or shower is caused by an accumulation of hair, soap and dirt in the pipe. You may be able to pick out whatever is causing the blockage, but make sure you wear protection on your hands, for example rubber gloves.

If you are unable to get to the blockage that way, the next step would be a plunger.You should always try using a plunger first before resorting to bleach or other chemicals. This is because the act of plunging often results in being splashed by the water and could result in chemicals getting on your skin or clothing.

To get the most out of your plunger you should run the rubber end under the hot tap for several minutes to soften the rubber. This will make the rubber more flexible and better able to generate the required suction to clear the pipe.

Once plunged we would suggest you put some drain unblocker down there and leave it for 30 mins. Any big brand drain unblocker will do the trick. Once you have left it to work in the drain we would suggest you pour some boiling water preferably from the kettle.

If, however, your drain is still blocked up, and you have attempted the steps above, you will need use our maintenance portal which is very easy to use - click here. This will then get forwarded to the maintenance team who will be able to assist further.

Question 15

Is replacing a light bulb my responsibility?

Accepted Answer

Replacing a light bulb is indeed your responsibility in most cases. We would always ask you to attempt to replace the bulbs yourself.

In the case that the bulb is a strip light or has a protective casing over i.e in the bathroom then you can report it here and a member of our team will sort it.

This is also the case if your bulb is too high for you to reach and/or unsafe for you to be able to access but in that case we would ask that you supply us with the correct bulb needed.

Question 16

How do I unblock a toilet?

Accepted Answer

Drain cleaners are mostly for hair and grease clogs. The best way to unclog a toilet is with water and/or with a plunger, which you can buy from any hardware store such as Wilkinsons.

Get a bucket of water and pour it into the toilet bowl. If this doesn't work you will need a plunger on hand and you should be able to plunge the toilet until the water flushes away.

Question 17

How do I clean the filter on my washing machine?

Accepted Answer

Turn off and unplug your washing machine. Find your washing machine filter - the filter will normally be in the bottom right corner on the outside of the washer. Remove the cover of your filter. Most covers can be removed by pulling it away from the machine. However, some washers come with childproof covers, which can be harder to remove.

Once the cover is removed ensure that you have a bowl/bucket to hand and a lot of towels. Once you remove the filter any water that is in the machine will flood out of the filter hole, once you can grab the cover, turn it counter-clockwise until you can remove it completely. Take out your filter.

Once you have removed the cap to the filter, it will easily pull out of place. If it gets stuck, try to manipulate it by moving it around as much as you can. This should loosen up any lint or detergent that may be causing it to stick. Use a paper towel to remove any lint from the filter. Residue on the filter is caused by a build up of excess detergent mixed with lint.

Inspect the inside of the machine for excess lint. If there is lint in the drum of the washer use a paper towel to remove it or scrub it with a wet sponge. Once you are certain your filter is free from all residue, go ahead and put it back in the machine.

Before resuming your regular washes, check to make sure that you have placed the filter and cover back on correctly by running it through a small cycle. Keep your washer empty while you run the cycle.

If your washer is leaking, the filter is not on correctly. If your washing machine is then failing to work up to specification, you will need to report it here. This will then get forwarded to the maintenance team who will be able to assist.

Question 18

How do I unblock and/or empty my vacuum cleaner?

Accepted Answer

You will need to attempt to unblock the hose of your vacuum cleaner. To do this you need to disconnect the hose at both ends, the end that is attached to the vacuum itself and the end which may be attached to one of the utility attachments. Once this has been done, you will then be able to see if there is a blockage in the hose itself.

If so you will need to then take something that will be able to clear it, for example: A straightened wire coat hanger or the handle of a mop or brush. Using these items you will be able to carefully unclog the hose of your vacuum.

Once this has been completed you will then have to check if there is any blockages in the soil chamber. Look at the connection between your hose and chamber. Try to reach this connection spot and feel whether there is any form of clog. If you detect any blockage, clear as much as possible.

Please also empty the soil chamber. To empty this there should be a release button, normally at the top of the chamber, which you will be able to click down and release.

You can then empty the chamber into your house bin, but be careful as it can get a little bit messy, we would suggest you empty the chamber straight into your black wheelie bin outside your property. You can then connect the chamber back to the hoover, it should just sit into place and click back on.

If all blockages have been removed, you will then be able to start reassembling the vacuum the way you took it apart. Once this step is complete, turn the hoover on and you will be able to check again whether the suction is up to standard and your hoover is up to spec.

If your hoover is still not working and or the suction power is not strong enough, you can report it here. This will then get forwarded to the maintenance team who will be able to assist further.

Question 19

How do I work my heating?

Accepted Answer

In most of our properties there should be an electronic thermostat (either mounted to the wall or loose somewhere in the property) this device allows you to control the heating in your property.

If you do not have a digital thermostat, you most likely have an older model. This is a simple turn dial with a temperature scale at the side. Further to these, you can also set timers and temperatures on your boiler manually.

I would suggest contacting your property manager if you require any further information, they may even be able to provide a manual for the thermostatic devices.

Question 20

How long do repairs take?

Accepted Answer

We endeavour to respond to any maintenance requests as soon as we can – please familiarise yourself with our response guidelines:

Priority One: Any repairs required in order to avoid a danger to health, risk to the safety of residents or serious damage to buildings or residents belongings. Response within 24 hours of reporting the problem. Example – gas leak, fire, flood, only toilet not working.

Priority Two: Repairs or defects which materially affect the comfort or convenience of the residents. Within 5 working days of the report of the defect. Example – no hot water, no heating.

Priority three : Reactive repairs not falling within the above categories. Within 28 days of report of the defect. Example –broken cupboard doors, vacuum cleaner not working, painting.

Our office opening hours are Monday-Friday 9-5:30pm.

Question 21

How do I contact the maintenance team to report issues?

Accepted Answer

Any maintenance requests throughout your tenancy can be reported to using our maintenance portal which is very easy to use and here.

Please be sure to speak to your fellow housemates to avoid maintenance requests being duplicated.

In the event of an Urgent matter/ Priority one issue please call the office on 0113 274 6642 and use the portal for further advice.

Question 22

How long do repairs take?

Accepted Answer

We endeavour to respond to any maintenance requests as soon as we can – please familiarise yourself with our response guidelines:

Priority One: Any repairs required in order to avoid a danger to health, risk to the safety of residents or serious damage to buildings or residents belongings. Response within 24 hours of reporting the problem. Example – gas leak, fire, flood, only toilet not working.

Priority Two: Repairs or defects which materially affect the comfort or convenience of the residents. Within 5 working days of the report of the defect. Example – no hot water, no heating.

Priority three: Reactive repairs not falling within the above categories. Within 28 days of report of the defect. Example –broken cupboard doors, vacuum cleaner not working, painting.

Our office opening hours are Monday-Friday 9-5:30pm.

Question 23

What do I do with post that is addressed to someone not living at the property?

Accepted Answer

You can simply: Cross out the address but not the person's name. Write “Not known at this address, please return to sender". Pop it in the post box or hand it over to the staff at the nearest Post Office and let Royal Mail return it to the sender.

Unless the post is addressed to us please do not bring this to our office.

Question 24

Are my belongings insured in my professional property or do I need to buy insurance?

Accepted Answer

As with any new home we do recommend you purchase some contents insurance to cover your possessions, we insure the building. You may also want to look into accidental damage/tenants liability cover to be included within the policy, so that in the event of carpets being stained, etc, you will be able to pay an excess rather than the full cost of replacement.

Question 25

Are my belongings insured in my student property or do I need to buy insurance?

Accepted Answer

Contents Insurance covering your personal belongings, including tenant liability will be provided if you have opted for one of our bills inclusive packages as part of your tenancy agreement. It is recommended that you purchase contents insurance of your own, if we have not provided cover for you.

There are several companies that offer student insurance, Endsleigh being an excellent known provider. Before you take out any cover, ensure that the cover is sufficient for your needs.

Another option would be speaking with your parents/guardians to see if their existing insurance policy can extend to cover your possessions during your stay at one of our properties.

Question 26

What are the terms and conditions of my tenancy?

Accepted Answer

There are many Terms & Conditions that support and sets out your tenancy agreement and rental payment schedule. It is encouraged that you read through all documentation thoroughly before committing.

If you have any queries you can speak to us on 0113 274 6642, or seek additional advices from other third party representatives, solicitor, student union, parent, guarantor.

Question 27

Can I supply my own furniture?

Accepted Answer

We understand that you may want to bring personal items of furniture with you to make your stay a little more comfortable, however, we do require that any items of furniture brought into the property should meet current fire safety regulations.

Please make us aware/ ask for permission if you are looking to bring in multiple or larger items, as we need to make sure that there is still sufficient safe space within the property for you and any housemates/ guests.

You can write to us here at pickard@pickardproperties.co.uk.

Question 28

Are your professional properties furnished?

Accepted Answer

Professional properties can be furnished, part furnished or unfurnished and are advertised accordingly.

If you have seen a property advertised that is unfurnished and would be interested in taking the property on as furnished, please do speak to a member of our team on 0113 274 6642.

Question 29

Are your student properties furnished?

Accepted Answer

All our student properties are fully furnished.

Question 30

Will my accommodation be subject to inspections?

Accepted Answer

Inspections will occur periodically throughout your tenancy and are in place so that we, as a landlord, can inspect the property for any maintenance issues that may arise.

If an inspection is going to be taking place, tenants will be given adequate notice so that they are aware we are attending.

They are for the benefit of both tenant and landlord and help to maintain the quality of the property.

Question 31

How do I make a formal complaint?

Accepted Answer

If you are unhappy with the service in which you have received we would be pleased to hear your feedback and understand and work through your concerns.

Please refer to our full complaints procedure for further help and guidance here.

Question 32

What happens if I lose my key?

Accepted Answer

New keys can be obtained upon request. If keys have been lost that would identify the property, it may be necessary for locks to be changed and any associated entry fobs to be recoded. Our reasonable costs will be charged to you.

You are responsible for the safe keeping of your key at all times and we will try our best to help you if lost.

Unfortunately, alternative accommodation costs will not be honoured by us if you do have to stay elsewhere due to a lost key.

Question 33

What happens if I get locked out of my professional property?

Accepted Answer

If you have inadvertently locked yourself out of the property, during office hours, we could hopefully arrange access to your property free of charge, depending on the location of the property and availability of our staff within the area. You will need to confirm your identity.

You could also borrow a key collected from our office during office hours, with a deposit payment taken, refunded when the key is returned. A charge would be incurred to gain access if it it during out of office hours.

Question 34

What happens if I get locked out of my student property?

Accepted Answer

Hopefully you will be able to access the property initially by contacting your housemates. If not and you are locked out during office hours, we could hopefully arrange access to your room/ property free of charge, depending on the location of the property and availability of our staff within the area. You will need to confirm your identity.

You could also borrow a key collected from our office during office hours, with a deposit payment taken, refunded when the key is returned. Out of office hours, a charge would be incurred to gain access.

If you are safe inside the property, and you have inadvertently locked yourself out of your bedroom, access can be provided the following working day.

Question 35

Can I put a lock on my bedroom door?

Accepted Answer

In all cases, every bedroom and bathroom should be fitted with a privacy lock, if you don't think you have one, or it is broken, please let us know.

If you would like an individual bedroom thumb turn door lock that can be operated with your own key (a key turn Yale lock) please send the request here.

The installation of a thumb turn lock with an individual key is subject to the property layout and fire risk assessment. If permitted, a fee may be incurred for installation.

Question 36

What should I do if I don't want the furniture you provide or would like something removing?

Accepted Answer

The property and its contents are let as seen, unless prior agreement or 'special requests' have been made for changes in furniture.

Any requests you have for any furniture removal must be reported here.

Where we can, and subject to the items not becoming damaged or dismantled and being unable to be rebuilt effectively elsewhere, we will book in a suitable date for the removal of the items. A charge may be incurred depending on the request.

Question 37

Can I decorate my room?

Accepted Answer

We would prefer to undertake any required re-decoration works ourselves. If you would like to request to make any cosmetic changes to the property, always seek the landlords permission first, in writing, as it may affect your deposit return at the end of your tenancy.

If you feel that there are significant decorating needs within your property, please send any requests here.

Whilst posters and wall hangings are usually permitted, please refrain from using blu tac as this can stain, and multiple / excessive nail use would incur a charge.

Question 38

Do you allow smoking?

Accepted Answer

All of our properties are non-smoking - Please refrain from smoking in any room of the property including bedrooms and all communal areas.

Question 39

Do you allow pets in professional properties?

Accepted Answer

This depends on the type of property. A lot of our professional properties are apartments and have shared/communal access and would therefore be unsuitable for certain types of pets.

If you are interested in one of our properties, but are keen to have a pet, please enquire with a member of the team.

Question 40

Do you allow pets in student properties?

Accepted Answer

If you are interested in one of our properties, but are keen to have a pet, please enquire with a member of the team first. Shared Student Accommodation isn't really an ideal home for a pet such as a cat, dog or rabbit.

Smaller pets such as fish in a tank or a hamster for example may be accepted with the written permission of the Landlord, however, your housemates will also need to provide written confirmation that they are happy for the pet to be in the property.

Question 41

What is an EICR (5 year electrical) Report?

Accepted Answer

There is now a legal onus on all landlords to have an electrical installation condition report in place on all rented accommodation.

These are renewed every 5 years and any remedial required works and repairs will be communicated to you at the time if required.

Question 42

What is a gas safety certificate?

Accepted Answer

A landlord's gas safety certificate, also referred to as the landlord's gas safety record, is required by law to be held for all rental accommodation in the UK where there are gas appliances present.

It involves a gas safe registered engineer inspecting your gas appliances to ensure they are safe and working correctly. These are renewed every 12 months.

Question 43

What is a HMO license?

Accepted Answer

A HMO (House in Multiple Occupation) Licence is required if the property is rented to five or more unrelated people who form more than one household. Tenants share amenities and facilities within the property such as kitchens, bathrooms and all communal areas.

This mainly applies to larger student properties, however, even if your property is smaller and rented to fewer people, a licence may still be required.

Question 44

What is an EPC?

Accepted Answer

An Energy Performance Certificate (EPC) measures the energy efficiency of a property on a scale of A-G. Energy Performance Certificates were introduced in England and Wales in 2007 and are a legal requirement for a building to be sold, let or constructed.

Once obtained, an EPC is valid for 10 years. It gives you an idea of how expensive a property will be to run in terms of gas and electric bills.

Question 45

What is the TDS?

Accepted Answer

Tenancy deposit protection applies to all deposits for Assured Shorthold Tenancies. By law, a landlord or agent who receives a deposit for such a tenancy must protect the deposit. There are several Government Approved Schemes - we have chosen the TDS (Tenancy Deposit Scheme), to protect our tenants deposits.

Question 46

What is a section 21 for a working professional?

Accepted Answer

This is a standard legal notice that a landlord must serve you to start the process to end your assured shorthold tenancy.

If you are in a fixed term contract you may be served notice to leave, six months before the end of your tenancy if the landlord requires possession of the property.

Question 47

What is a section 21 for a student?

Accepted Answer

This is a standard legal notice that a landlord must serve you to start the process to end your assured shorthold tenancy. If you are in a fixed term contract in a student property, you will be served notice to leave, at least six months before the end of your tenancy.

It is a common process for this to occur within the Student Academic cycle - unless you and your housemates have decided to and asked to resign for the property for a further 12 months, it is likely that the property will have already been secured to a new group for the following academic year.

Question 48

How do I arrange my utility bills for my professional property?

Accepted Answer

It is important to remember that you are responsible for payment of all bills from the start date, up until the agreed end date of your tenancy.

Initially you will need to establish who already supplies the energy to the property. If you are uncertain, there are various companies that can assist. Please call us on 0113 274 6642 for further assistance if needed. You can continue to set up the utility accounts in your name with the same supplier, or alternatively you could contact a comparison site to find out the best tariff/ deal.

This can work for broadband/ internet providers in the area also. You will also need to contact Yorkshire Water and the local Council for your area (either Leeds City Council or Calderdale Council) to inform them of your tenancy starting.

Question 49

How do I arrange my utility bills for my student property?

Accepted Answer

If you have opted for a Bills Exclusive tenancy package, you will be provided with an advice sheet upon moving in, which will outline the companies to contact in order for you to set up the necessary accounts and find out who the current energy suppliers are.

It is important to remember that you are responsible for payment of all bills from the first day, up until the end date of your tenancy, even if you haven't officially moved in. If you have opted for one of our Bills Inclusive tenancy packages, other than register with Leeds City Council to ensure that your council tax exemption is registered, we will arrange everything else.

If you are uncertain, you can always speak to us on 0113 274 6642.

Question 50

Do I need a TV licence for my professional property?

Accepted Answer

A TV License is required as per the Terms and Conditions of the TV Licensing website https://www.tvlicensing.co.uk/

Question 51

Do I need a TV licence for my student property?

Accepted Answer

A TV License is required as per the Terms and Conditions of the TV Licensing website https://www.tvlicensing.co.uk/

However, if you have opted for either our 'Love It' or 'Gotta Have It' bills inclusive packages then a TV Licence is included.

Question 52

What happens if I fall into arrears as a working professional?

Accepted Answer

If you fall into arrears, you will be contacted by us via text, call or email. If you are struggling to make payment, we would encourage you to speak with your local council and the Citizens Advice Bureau to seek advice on any relevant Hardship Funds that are available to you.

We can also provide you with various links to help. We can then look to put a suitable payment plan in place. If a positive resolve is not reached or an agreed payment plan is not adhered to, if you have a guarantor in place we will seek payment from them.

If there is no guarantor provided or no positive resolve reached, and our communications have been exhausted, we will look to seek further assistance to recover the debt through legal action.

Certainly this is something that we wish to avoid, therefore communicating with us is essential.

Question 53

What happens if I fall into arrears as a student?

Accepted Answer

If you fall into arrears, you will be contacted by us via text, call or email. If you are struggling to make payment, we would encourage you to speak with your learning institution to seek advice on any relevant Hardship Funds that are available to you.

We can also provide you with various links to help. We can then look to put a suitable payment plan in place. If a positive resolve is not reached or an agreed payment plan is not adhered to, we will seek payment from your guarantor.

If there is no guarantor provided or no positive resolve reached, under the terms of a joint tenancy agreement, we will turn to your co-tenants for payment. If rents are still not recovered, and our communications have been exhausted, we will look to seek further assistance to recover the debt through legal action.

Certainly this is something that we wish to avoid, therefore communicating with us is essential.

Question 54

How much is my rent per term?

Accepted Answer

If you are paying your rent on a termly/ quarterly basis, it accumulates to three months rent per payment.

Question 55

How do I pay my rent?

Accepted Answer

You can pay your rent by credit/debit card or set up a direct debit here.

Question 56

How do I use my student maintenance loan to cover rent?

Accepted Answer

Most students will use their maintenance loan to pay rent. Loans are received generally three times a year (September, January, April approx).

If your rent is due on a different date to when you will receive your loan, you will need to let us know as soon as possible through email and we can usually arrange for you to pay your rent on an agreed date.

Please be aware that you will be required to make payment of your instalment due in July/start of your tenancy agreement to enable us to release keys for the property to you and your co-tenants.

Question 57

Can my parents or a third party pay my rent ?

Accepted Answer

Parents, guarantors and other third parties are able to pay your rent on your behalf. Unless you have given consent, we will not be able to share any other details surrounding your tenancy agreement with them.

If the third party chooses to regularly pay your rent, and would like to pay by Direct Debit, they will need to set up a direct debit from their own chosen account.

Question 58

How do I set a Direct Debit up?

Accepted Answer

We have a dedicated webpage here for setting up a direct debit Direct debit payments are requested from your nominated bank account on your rent due dates, as per your rent payment schedule.

Rents will be requested on the Alternative Payment Schedule unless advised otherwise.

Question 59

What happens if my Direct Debit fails?

Accepted Answer

If your Direct Debit fails, you will be notified by us via text or email. This will show information as to why the Direct Debit has failed. In some cases, there may be a charge for a failed payment.

You may also be contacted by Go Cardless to advise of any failed direct debits as this is the platform we use to collect our direct debit payments.

Question 60

What is a Direct Debit?

Accepted Answer

A Direct Debit is when you give permission to us to collect your rent, from your nominated bank account on an agreed date. This date normally coincides with the start date of your tenancy.

Question 61

How do I get my deposit back?

Accepted Answer

Your deposit is returned once your tenancy has ended, keys have been returned and after a full 'Check Out' inspection has taken place.

We aim to send you a detailed breakdown of the deposit, supporting any deductions, within 10 days after the tenancy has ended, which would usually be emailed to you/ your lead tenant. The deposit balance will be returned to you/ your lead tenant by BACS to your nominated bank account, which is usually processed within a further 5-10 days.

Question 62

How much is my deposit for my professional property?

Accepted Answer

The total deposit amount depends on the rent of the property. Deposits are charged at 5 weeks rent, rounded down to the nearest £5, as the amount cannot legally exceed the 5 week amount.

The calculation for working this out is as follows: Rent PCM X 12 = Rent PA Rent PA / 52 = Rent PW Rent PW X 5 = Deposit (Rounded down to nearest £5) PCM – Per Calendar Month PA – Per Annum (yearly) PW – Per Week Using the above calculation, this would therefor mean that if the rent was £500.00PCM, the deposit would be £575.00.

More information here.

Question 63

How much is my deposit for my student property?

Accepted Answer

For students, the deposit is £260 per person. For Professional tenants, you will be required to pay 5 weeks rent for your deposit.

Question 64

What happens if we want a new tenant to move in?

Accepted Answer

In all cases the property must not exceed the allowed number of non-related persons in the residence. If you would like a new tenant to replace an existing tenant in the property we can carry out a process called an assignment.

There is a small administration charge for this. Under a joint tenancy agreement, before anyone can be assigned to the tenancy, mutual agreement from all other remaining housemates must be obtained.

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