SECTION: Making a Booking and Terms & Conditions

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1 Victoria Hall Leicester SECTION: Before Booking Do I have to be a student to live at Victoria Hall Leicester? To take out a tenancy with us you need to be eligible for council tax exemption. This applies to all full time students and some part time students, if you are unsure your university or college should be able to advise you whether you are exempt. How do I know that Victoria Hall Leicester is a good landlord? We have agreed to the principals required by the ANUK Code of Standards. The National Code is voluntary and aimed at both educational establishments and private sector suppliers. Those who join, do so as part of their commitment to providing students with a first-class housing service. Those who join the Code provide you with information, reassurance and a procedure that you can follow if a dispute occurs. The Code is fully supported by NUS who are a key stakeholder and have representation on the management and complaints procedures of the Code. The Code will act as a student accommodation quality guide and, if you have a choice, always rent from a housing supplier who has joined the Code. Here are the advantages of living in a building covered by the Code: best practice in day to day management is supported and recognised your contract is clearly written, stating what you are paying for and how much your rent is, with reasonable terms and no hidden costs your accommodation should be fully prepared for you when you arrive to take up residence your accommodation meets with a set of nationally recognised standards in respect of services, furniture and fittings repairs and maintenance are carried out within agreed timescales your building will meet with, and exceed, the required health and safety standards you will be given information to explain what management routines are followed in the buildings there is a set and accountable procedure for dealing with any disputes or complaints. SECTION: Making a Booking and Terms & Conditions What are the Terms and Conditions of staying at Victoria Hall Leicester? All rooms that are let to students are done so using an Assured Shorthold Tenancy Agreement (or Short Assured Tenancy Agreement in Scotland) These agreements outline what is expected of the resident and in turn our obligations as a landlord. The agreements are a legally binding document and should be read carefully. Once signed they are for a fixed term and should the resident wish to move out of the accommodation before the end date, they will remain liable for the full rent until the end of the contracted period and are responsible for the condition of the property regardless of whether they are staying in the hall or not.

2 Can I live with my friends? When making your booking you can request to share with friends. We will not hold rooms for your friends, so it is up to you to make sure your friends apply at the same time as you so that we can try to place you in a flat together. If I book by myself how will Victoria Hall Leicester allocate me a room? We look at the room type you have requested, your year of study, gender and any other preferences. We will try to allocate you to a flat that is suitable to your situation and preferences, however it is not always possible for us to meet your requests. I have some requests for my room, will Victoria Hall Leicester guarantee them? There is a section on your application form where you can state any preferences. Whilst we will do what it can to try to meet your requests, we cannot guarantee room type, flat type, location or the profile of the other residents in your flat. Can I live at Victoria Hall Leicester for more than one year? Yes, it is possible for you to stay with us throughout your studies. Bookings are taken on a first come first served basis so be sure to re-book as soon as possible. Can I cancel my contract before I move in? If you cancel your contract before the contract begins you will be subject to our cancellation terms and charges. Cancellations will only be accepted upon receipt of a completed cancellation form. Can I cancel my contract and move out early? If you cancel your contract before the contract begins you will be subject to our cancellation terms and charges. Usually, if another tenant is found to take over your tenancy, we will agree to release you from your contract. You will be required to pay an administration charge. You must vacate your room and return the keys to the Management Office. You will be refunded any overpaid rent after you have moved out. This refund will be calculated based on the date the new tenant takes up occupation of the room not the date you move out. Should no replacement tenant be found for your room you will be liable for the rent for the duration of your Tenancy Agreement. Do I need to take out Contents Insurance? We provide you with contents insurance for your belongings free of charge. When you arrive we will provide you with details of the policy and if you need anything extra adding to the cover you can contact them to arrange an upgrade. How many rooms are in a flat? Bedrooms are arranged in cluster flats ranging from 3 to 5 bedrooms. SECTION: Moving In

3 Can I move in before my contract starts? Accommodation is available throughout the summer period so it is possible for you to move in early provided you book in advance. What do I need to bring with me on arrival? Make sure you bring your accommodation booking confirmation with you as well as some form of ID. If you have been asked to bring any additional items when making your booking make sure you have them with you as you will need to produce them before your keys will be issued. Is there somewhere to park when I am unpacking? We have very limited parking on site. Will there be someone to collect my keys from? We have staff on site 24 hours a day. At the start of contract we have extended opening hours and you are advised to arrive when the office is open. However if you arrive when the office is closed, instructions outside our office will advise you how to contact the member of staff on duty. What happens on move in day? You will be welcomed on arrival in the Management Office by a member of our staff. You will be asked to sign a fire safety agreement and provide any documents that are outstanding from you. After this we will issue you with a welcome pack which contains all the information you need to live with us and you will be shown to your room. What if I am not happy with my allocated room or my flatmate? Part of the University experience is meeting people from different backgrounds, interests and cultures. We hope that you will enjoy the diversity of University life, however should you be unhappy it is worth spending some time talking to your flatmates to try to come to some mutually agreeable solution. It is usually not possible for a room move unless an empty room is available. It is important to remember that moving to University is a stressful time and that initial teething problems are usually resolved within the first few weeks. Will I be able to change rooms after I have arrived? It is not usually possible to change rooms after you have arrived. All rooms are allocated on a 43 or 42 week contract and unless another resident also requests a room swap we would be unable to change your room. SECTION: Living at Victoria Hall Leicester Can I get bedding supplied? Victoria Hall Leicester provides a mattress, however additional bedding is not supplied. De Montfort University do supply a bedding pack for international students. Is there a telephone in my flat?

4 All flats have a direct dial telephone supplied within the hallway. Calls between flats and to the management office are free. To call out, residents are provided with an individual pin on request, call credit is purchased in advance and calls are charged on a pay-as-you-go basis provided by our internet server Ask4. What Broadband packages are there? A 14Mb broadband connection is provided to every room at Victoria Hall free of charge. If you need a faster connection or connecting multiple devices, you can choose to upgrade to a 30Mb, 70Mb or even a 100Mb connection if you wish. Our provider also offers residents additional add-ons for TV, gaming and back-up. All residents wishing to use the internet services must sign up to the terms and conditions of use. How do I connect to the internet? You can connect via Wi-Fi or a Cat 5 patch cable if you don t have one, you can buy one from the Reception. You can connect to the internet via Wi-Fi throughout the hall with the speed up to 10Mb/s. Alternatively a Cat 5 patch cable will be required to connect to the internet with the speed up to 14Mb/s. These can be purchased from the Reception. A Pre-arrival page is available to help you to connect if you need it, as well as dedicated telephone support teams to help you if you have any problems. Is a TV provided? TVs are provided in the lounges of each flat. Please be aware the TV license is not provided and flat mates will have to purchase this if they were to watch the TV. What TV channels are provided? Victoria Hall has a selection of TV channels from Freeview and Sky. Can I park on site? Victoria Hall Leicester has a small number of parking spaces available, the cost per space is and the spaces are available from the Wednesday after start of tenancy to the last day of tenancy, applications will be taken from all interested tenants with the spaces then being allocated using a lottery system. Where can I store my bike? An external bike storage area is located in the car park area and storage is at the owners risk. No bikes may be stored within the flats. What are the opening hours of the Management Office? The Management Office is open Mon-Thurs 9am to 6pm and on Fridays 9am to 5pm. On a weekend or Bank Holiday the office is open between 11am-12pm and 4pm 5pm to allow you to collect post, credit your laundry card and report maintenance. Where can I do my Laundry? A laundry is provided with washers and dryers on site. A laundry card is required which can be obtained from Reception for a 5 deposit. Credit can be

5 added to the card in multiples of 5 and 10 through a machine in Reception during office hours. Each machine cycle costs Can I smoke at Victoria Hall Leicester? Smoking is not permitted in any area within Victoria Hall Leicester; this includes bedrooms, stairways and external courtyard areas. Does Victoria Hall Leicester provide students with irons? Victoria Hall Leicester provides students with irons to make sure you look your best at all times. Do I need to move out during the holidays? Your contract is for a fixed length of time and you can stay at the Hall throughout this period. That means that you don t have to move your belongings out during the Christmas or Easter vacations and you can choose the stay in the hall over these holidays if you want. It is usually possible to book additional accommodation over the summer period should you want to stay then also, although we advise that you book early to ensure rooms are available. Does Victoria Hall have staff at its halls? There is a member of our staff based on site to respond to the needs of our residents. Staff members undertake suitable training for their role and are Criminal Record Background checked. We have a highly skilled team of Caretakers who are available around the clock. They are there to resolve maintenance issues quickly and efficiently and to ensure that the site remains a safe and secure environment for our residents. Security Guards also supplement the caretaker team to ensure that most sites have a presence 24 hours a day, 7 days a week. Our staff is not just there to upkeep the property, they want to make the experience of living with us to be enjoyable for all residents. Whilst the majority of students settle into University life and living away from home quickly, we understand that for some students, this can take a little longer than for others. Whilst we are ultimately restricted in the involvement we can have due to the Tenancy Agreement, our staff has experience in dealing with a range of issues and can usually assist with offering advice to help residents overcome those initial problems. What about safety? We take our residents safety very seriously. We have a member of staff or security guard on site 24 hours a day, 7 days a week, throughout the year to ensure there is always someone on site to offer assistance should the need arise. Electronic door entry systems, intercoms and CCTV offer further security to ensure that we offer a high standard of security and the safest possible environment for our residents. Our residents also have a responsibility for ensuring the site is kept secure and are asked to ensure the accommodation remains safe by not allowing access to non-residents and reporting anything suspicious to staff immediately. What happens if I have a maintenance problem and something stops

6 working? We have a dedicated Caretaker team to respond to and resolve your maintenance issues. Maintenance should be reported to the Management Staff during office hours and our caretakers will be informed. However you may be required to fill in a maintenance form, located on Reception. You can also contact the caretakers for any emergencies out of office hours. What happens once I have reported maintenance? Your problems will be reported at reception and logged in our maintenance book and the Caretaker will attend to make the necessary repairs as soon as possible. We aim to respond to your problem in a timely manner and wherever possible will complete a repair during the first visit. Of course, this isn t always possible and there are times when parts need to be ordered or external contractors arranged in these instances we aim to keep you updated with the progress of the issue as much as possible. How do I report emergency maintenance overnight or at weekends? If you have a maintenance problem that needs urgent assistance when the Management Office is closed you should contact the member of staff on site. The phone number is provided within your welcome information and notice boards within your flat. The Caretaker will respond to your problem and do whatever is possible to resolve the issue, but it may not always be possible to complete the repair out of office hours. What does it mean when you say the kitchens are fully furnished? We design flats that provide you with everything you need to enjoy student living with us. Our flats come fully kitted out with all your cooking appliances provided: cooker, hob, kettle, toaster and microwave. In most flats Victoria Hall even provides cutlery, crockery and cooking utensils, so all you need to bring is the food! Where can I collect my post? Pigeon holes containing your post are located within Reception. You can collect your post during office opening hours. Parcels and Recorded mail will be signed for by our staff without liability. Who is responsible for cleaning my flat? It is the resident s own responsibility to clean their rooms and they share responsibility for the communal area of the flat. Management Staff will conduct monthly inspections and you are expected to ensure that your room and flat is clean on these days. Failure to meet the required cleanliness standards will result in external cleaning contractors being brought in, the cost of which will be passed onto the resident(s). At the end of the tenancy the bedroom and flat must be returned in a good, clean condition to avoid cleaning charges, again it is the responsibility of all residents to ensure the kitchen and lounge are clean. The block stairways are regularly cleaned by our staff. How can I get a TV licence? You can find information about TV licensing at

7 Can I decorate my room? You are responsible for ensuring that you leave your room and flat in the same condition that is was given to you. You will be asked to complete and return an inventory to record the condition of your room upon arrival. Marks, including those caused by blu-tac, white-tac or pins will require painting once you have left and you may be charged in line with our advertised schedule of charges. Can I have guests to stay? Occasional overnight guests are permitted provided your flatmates agree. All overnight guests must be signed in at Reception for safety, security and so that staff know who is on site in the event of an emergency. You must accompany your guests at all times whilst they are on site and you are responsible for their behaviour. Are there any guest rooms on site that I can book? No, we do not have guest rooms. Can my visitors park on site? Parking is only available for those residents who have a parking space for the year. We are unable to offer any parking to your visitors. Local car parks and street parking are available and the staff can give you directions to these. Can visitors just walk in? Our accommodation has gates at the entrances to ensure that only residents have access to the site. Visitors will need to contact Reception or yourself to gain access. All visitors should be signed in at Reception, this is for reasons of safety, security and to ensure that in the event of an emergency, Management know who is on site. Visitors must be accompanied by residents at all times whilst on site. Can I bring a pet? No pets of any type are permitted. What if I have a complaint? We hope that you never have any reason to be dissatisfied with the service we provide you. However if you have any issues that you would like to bring up with us please contact a member of staff in your Management Office who will endeavour to resolve the problem for you. SECTION: Finances Do I pay a deposit? We do not take any deposits. Any payment you make upon booking is part of your rental payment. What options are there for me to pay my rent by? You can pay your rent by cheque or credit/debit card. It is also possible for payments to be made by cash or bank transfer but you will need to make

8 arrangements with the Management Office for this as usually your rent will be automatically taken from the details you provided upon booking. You can choose to pay your rent in one payment on the due date we have in place before the contract starts, in doing this you receive a 3% discount off the total amount due! Alternatively you can choose to pay in 2 instalments on the due dates we have in place. If you choose to pay in instalments you will need to provide a UK guarantor who is in full time employment to support your application. I do not live in the UK how can I pay my rent? If you do not live in the UK and do not have a UK guarantor, you will need to pay for your rent in full. You can arrange to do this either by credit/debit card, international cheque or bank transfer. Please be aware that if paying by cheque or bank transfer the bank will usually deduct charges from the amount you send us and you will need to pay the amount due before you can move in. When do I pay my rent? Our rent dates and amounts are set out clearly within the application form. Please note that rent may be due before the contract begins and that the dates may not coincide with student loan dates. This should be taken into consideration when planning your accommodation as late payments may be subject to interest charges and, in some cases, legal action against the resident and their Guarantor. What does being a Guarantor mean? All students who wish to take up our rent instalment plan are required to provide a UK Guarantor (excludes the Isle of Man and Channel Islands). By agreeing to be a Guarantor you are signing a legal document stating that you agree to pay the rent and guarantee the behaviour of the resident if they default. Please do not sign this agreement if you do not wish to take on this responsibility. Any student who does not have a UK Guarantor will be required to pay the full year s rent upon application. Can I pay my rent with my student loan? Please note that we don t wait on student loans and payments will need to be made on the due dates. What should I do if I am having financial problems? If you are having financial difficulties you should contact a member of the Management immediately. Failure to do so could result in interest charges being added to your account if you fail to pay on the due dates as well as legal proceedings being started against you and, where applicable, your Guarantor. Management staff can usually advise you of where to go to get additional financial help which will assist you in meeting your financial obligations. What if I change my bank account or card details? Please notify a member of Management Staff immediately with any new details to ensure your rent is taken on the due date and to avoid any unnecessary charges.

9 Can I pay with foreign currency or travellers cheques? We cannot accept foreign currency or travellers cheques as payment. The safest and simplest way for international students to make a payment is by Credit/Debit card or bank transfer. How can I find out how much I owe? Contact a member of the Management Team who will be able to advise you of payment amounts and dates due. What if I don t pay? If you don t pay your rent daily interest may be added to the amount you owe to us. Your Guarantor will be contacted and will be asked to pay the amount that you owe. We will commence legal proceedings against any resident who fails to pay the rent due. These proceeding will also include action against the resident s Guarantor. SECTION: Bills Do I need to pay council tax? Provided you are a student in full time education you will be exempt from Council Tax. Do I have to pay any Utility bills? Our rents are inclusive of electricity consumption up to the value of 300 per room. Statements are issued monthly and should your share of the charges incurred by the flat exceed this allowance you will be required to make additional payments for the additional electricity consumed. No charge is made for water consumption. Is there a charge for the internet? Standard connection is provided to your room free of charge. Should you wish to upgrade to a faster connection you should contact our internet provider and payments can be made online. How do I make an insurance claim? Basic insurance cover is provided for each resident. Details of your cover is provided within your welcome pack at arrival. Should you wish to make an insurance claim you will need to contact the insurance company directly. SECTION: Moving Out What do I need to do before I move out? You are expected to ensure that your room and flat are returned at the end of your contract in good condition. You must make sure that all areas within the flat are cleaned thoroughly and that all rubbish and unwanted items are removed from the flat to avoid any charges being incurred. Damage to the flat or missing items will be charged for in accordance with the publicised charges in Reception. You must ensure that all outstanding invoices are settled prior to your departure. A final room and bedroom check will be completed at the end of the

10 Tenancy once the student has moved out and you will be notified and invoiced for any damages. Don t forget to return your laundry card to get your 5 refund, this will need to be during office hours only! How do I return my keys? During office hours they should be returned to the Management Office. If you move out when the office is closed you should put your keys in an envelope with your name and room number clearly marked on it, and return them to the member of staff on duty. Will I get a deposit returned to me? We do not take deposits. All damages will be invoiced for after your departure.