2019 2020 The Lantern TENANCY HANDBOOK - Fresh Student Living
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The Lantern TENANCY HANDBOOK 2019 – 2020
CONTENTS Hello,thank you for booking
your accommodation with us!
5 THE ESSENTIALS
We appreciate that choosing where to live and call
6 BEFORE YOU ARRIVE your home is a massive decision, especially if this
is going to be your first time living away from family
7 WHEN YOU ARRIVE and friends, but we want you to know that we will
be here to support and help you every step of the way!
8 FINDING YOUR FEET
It goes without saying that we will do our very best
11 WI-FI AND DELIVERIES
STAY IN TOUCH
to ensure that you have a fantastic stay. Our teams
are already busy preparing your accommodation
12 OUR FACILITIES and we are really looking forward to welcoming you.
0738 425 2250
14 APPLIANCE INSTRUCTIONS 0151 305 6728
With that in mind, we’ve put together this Tenancy
15 OUR RULES Handbook so you can find out more about the place tliving.co.uk
you’ll be calling home for the next academic year. thelantern@freshstuden
18 LIVING WITH US
If you will be living with us for the first time, we /the-lantern
freshstudentliving.co.uk
20 KEEP YOURSELF SAFE know you have a lot of information to take in, but
please take some time to read this handbook as it
22 SAFETY MATTERS contains lots of information about your new home
TheLantern_
and the services we provide. TheLanternLiverpool
23 安全须知
24 YOUR WELFARE Of course, for those of you who are returning to
us for a 2nd or 3rd year, you already know your TheLanternLiverpool FreshStudentLiv
25 THE STUDENT PORTAL way around but please can we ask you still to
have a read through — there’s always something
26 FIRE SAFETY new to learn!
27 THE FINANCIAL BIT If we’ve missed anything out then please give
us a call or send us an email — we are happy
28 YOUR TENANCY AGREEMENT to answer any questions you might have. We
also recommend that you follow us on Facebook,
29 MAINTENANCE AND REPAIRS Twitter and Instagram as we will use these to fill
30 HOW TO REPORT A MAINTENANCE REQUEST you in on the latest information.
31 YOUR FEEDBACK Please remember that you’ll also need to complete
the online induction before you arrive to choose
32 MOVING OUT your check in slot and provide us with a photo!
35 FEE SCHEDULE If you haven’t done it already, log in to the
Fresh Student Portal and it will guide you
36 STAY IN CONTACT through the short process.
If you’ve any other questions just let us know,
otherwise we look forward to meeting you
very soon!
Carmel and the
Lantern Team
LEGAL DISCLAIMER
Please note that this guide does not constitute a complete legal
document. This information is designed to offer helpful advice
and information on the most important aspects of your student
accommodation, but as a resident with Fresh Student Living you
will be legally bound to all the terms set out in your signed
tenancy agreement.
Back to Contents Page 05 | The Essentials
William Brown St
HOW TO FIND US
London Rd
St John’s
Gardens
St
We are located just outside Liverpool
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8
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Lime Street Station on Bolton Street.
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YOUR NEW ADDRESS
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Liverpool
Lime Street
Your Flat Number
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The Lantern,
6 Bolton Street,
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THE LANTERN ne St
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Lime Street
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OPENING HOURS
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The Accommodation Team
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are available:
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Monday - Friday 8:30am - 6pm
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Customer Service Assistant:
We sometimes need to leave Reception to help Saturday - Sunday 8am- 6pm
other residents or deal with a delivery, so if the
office is not staffed during opening hours, please Security: Every day 6pm - 8:30am
use the emergency mobile number below to
contact us.
LOCAL
OUT OF OFFICE HOURS JOURNEY TIMES
EMERGENCY NUMBER • Liverpool John Moores Uni: 8 mins walk
0738 425 2250 • Liverpool John Moores Uni,
In the event of an emergency you can contact City Campus: 11 mins walk
us outside of office hours on our emergency
number. Please save this important contact • University of Liverpool: 13 mins walk
number on your mobile phone.
• Liverpool Lime Street Station:
THE ON-SITE TEAM 1 min walk
Our team is available to ensure you enjoy your
stay, whether it be by providing a friendly face, • Liverpool John Lennon Airport:
offering some support or just being someone 38 mins by Train
you can stop and have a chat with. The details
for the team are available on our website at
freshstudentliving.co.uk/the-lantern
If you would like to speak with your
Accommodation Manager they will be available
during normal office opening hours - just pop
down to Reception and ask to see them.
06 | Before You Arrive Back to Contents Page Back to Contents Page 07 | When You Arrive
GET READY FOR A FRESH START! ON ARRIVAL
Near the start of your tenancy you will receive an email with lots of information on how to make When you first arrive, we ask that you come to Reception on your own so that we can give you
sure you are ready to move in, guidance on what to do when you arrive and information on local your key. Please bring the following items with you:
hotels and car parks if you will be bringing your family with you. There will also be details of the
• Proof of being a student
social events we have planned during your ‘Welcome Week,’ so pop the dates in your diary and
(e.g. a confirmation letter from your University, College or Language School)
get ready to join in and make new friends!
• Photo ID (Passport or Driving Licence)
PREPARING TO MOVE IN
Before you arrive you will need to pay your Tenancy Deposit and first rent instalment. Don’t worry, we will have our Social Space available for your friends and family to relax
This is really important as we will be unable to issue your keys if the payments are not in and grab a much needed tea or coffee whilst we are getting you checked in!
received as cleared funds in our bank account before you check in.
We will then give you a tour of the property and make sure you know where everything
Your rent due dates can be found in your Tenancy Agreement and on the Student Portal is, as well as what to do if the fire alarm sounds and how to work your heating. If any of your
where you can also make the payment. flatmates have already arrived we will also take a moment to introduce you so you will already
know someone here!
You will also need to do the following by logging into the Student Portal:
Complete your induction. Once your induction is complete you are free to re-join your friends and family, show
Upload a passport style photo to your profile so we can recognise you when you arrive. them your new home and get yourself settled in.
Book your moving in slot so that we know when to expect you and can make sure If there is anything you aren’t sure of, just ask a member of the team. Remember, a
your room is ready and waiting for your arrival! lot of us have been through the experience of moving into student accommodation ourselves,
Make sure your Student/UCAS Number has been entered onto your booking. so we know what you are going through!
TIP: If you’re living in a shared flat, we recommend that you wait until you arrive to buy some
items so you can spread the cost with your flatmates. This includes items such as pots, pans,
OUT OF HOURS ARRIVAL
If you know you will be arriving outside of office hours, please let us know so we can
plates, glasses, cutlery, toaster, kettle.
make sure someone is available to welcome you to your new home.
BRING WITH YOU DON’T BRING WITH YOU TENANCY DEPOSIT SCHEME
Your room is fully furnished but For fire safety reasons! The Tenancy Deposit is refundable at the end of your tenancy less any deductions
you will need to bring your own: • Any appliance with an exposed heating for damages or charges. It is safeguarded by the Tenancy Deposit Protection
element, including portable heaters. Scheme. You can find out more by visiting tenancydepositscheme.com
• Duvet, pillows, sheets etc.
• Any electrical appliance purchased
• PC or Laptop.
somewhere other than the UK.
• Towels.
• Candles, incense, wax burners,oil
• Coat hangers. burners or any item with an open flame.
• Toiletries. • Hookahs/shisha pipes.
• Toilet paper. • Portable fridges.
• Studios: kitchen pieces • Extension cords with multiple plugs
(plates, cutlery, kettle, toaster, (with the exception of high-quality
pans and microwaveable dishes). individually switched extension strips
with built-in surge protectors) All appliances
which generate heat such as curling tongs,
hair dryers, toasters and clothes irons must
be plugged directly into a plug socket.
10 %
• Cooking devices of any kind, except for
OFF small appliances such as a toaster. These
KIT are permitted in your kitchen only.
USE CODE
FRESH10 YOURSELF OUT! • Door stops.
at the checkout! Don’t forget you can • Large pieces of furniture.
order a range of kitchen
and bedding packs online before you arrive.
www.unikitout.com/collections/fresh-student-living
Back to Contents Page Back to Contents Page 09 | Finding Your Feet
08 | Finding Your Feet
! COMPLETING YOUR ROOM INVENTORY GETTING ON WITH
YOUR FLATMATES
Before you start to unpack, it's a good idea to We want everyone to enjoy living
complete your Room Inventory which is available with us, so please bear these simple
on the Student Portal. tips in mind as you all get to know
each other to ensure a good apartment
This must be completed within 48 hours of checking sharing experience for everyone!
in and is the official record of the condition of your
room when you arrived. It’s really important that you YOUR GUESTS
complete it as accurately as possible as it will be used If you are living in a shared apartment,
as a comparison with the condition of the room when you may have occasional overnight guests.
you leave. Please do not invite someone to stay for
more than 3 consecutive nights and out
You will need to check the condition of every item of courtesy always consult your flatmates
first.
in your room and communal areas to record anything
that is missing or damaged. Of course we will have If you want to invite guests over for lunch
checked everything over but we are only human and or dinner we recommend that you men-
do sometimes miss things so this is your opportunity tion it to your flatmates beforehand so
to let us know! they know who they are likely to find in
the kitchen! You’ll need to make sure that
If you do not submit an inventory, we will assume your flatmates still have space to cook.
that everything is present and in perfect condition,
meaning you will be charged for any missing or The behaviour of any person you invite
damaged items at the end of the tenancy. into your building, apartment or room
is ultimately your responsibility. You’ll
be held accountable if there are any
If anything in your room is not working,
complaints from your flatmates, or any
please register this on the Maintenance Portal.
damages caused by your guest(s), so
make sure they behave as well as you do!
YOUR ROOM
SOCIAL EVENTS
You’ve got your keys, so now it’s time to settle in!
We want you to make your room your own. Please
don’t use sticky tape,‘blu-tack’ or similar adhesive,
stick pins, nails or screws into the walls as this may
lead to charges if any damage is caused. There is We run a variety of social events every month from quizzes and treasure hunts
plenty of room on your noticeboard for posters and to food giveaways and charity events.
photos.
All are designed to help build a sense of community and help you get to know
the other Residents. During the ‘Welcome Week’ at the start of term we will be
YOUR NEIGHBOURS hosting lots of events to help you find your way around and make new friends.
If you’re in a shared apartment, it’s usually a good
idea to take some time to introduce yourself to
Check out our events calendar on the noticeboard and Facebook page so that
your new flatmates. Remember, everyone is new, so
you don’t miss anything!
don’t be shy! Make sure you look out for our social
events on Facebook – that way you can keep up to Important: If you have any allergies, we ask you to check the suitability
date with what’s going on. of any food provided at our events with our team.
10 | Finding Your Feet Back to Contents Page Back to Contents Page 11 | Wi-Fi And Deliveries
YOUR INTERNET
!
ASK4 provide your wired broadband and Wi-Fi connection. Their market leading broadband
COUNCIL TAX HAVE A CHAT gives you access to the UK’s fastest speeds and is backed up by a support team if you need any
If there is something causing a problem help. To contact ASK4 directly please call the support team on 0114 303 3232 (Multilingual and
between you and your flatmates the best operates 24/7) or email support@ask4.com or ( GLIDE is on the pasteboard)
You will need to contact solution is to have a chat. Don’t send text
Liverpool City Council You are able to connect at least 5 devices to the network at one time and you get up to
messages, put notices up or stick post-its
to fill in a Council Tax 150Mbps free, which should be great for most of you. If you like, you can upgrade to a higher
everywhere, the easiest solution is to have
exemption form. connection or take advantage of additional internet services.
a chat over a coffee and you’ll often find
the problem can be resolved. To find out more about your internet connection please take a look at their website
As a student you will not be required to https://www.ask4.com/
pay Council Tax, however some councils It’s not rocket science, so if you treat your
may charge Residents out of term time. flatmates how you would want to be treated
yourself, we are sure you will all get on fine! YOUR TV
It is your responsibility to let the council
Remember, if you bring a TV with you
know of your student status and check if (or if you are watching catch-up TV, such as
you will be charged should you stay on BBC iPlayer or live TV online) you’ll need to
site during the holiday periods. have a valid TV Licence.
This applies to any provider you use and any
device, including a TV, desktop computer,
laptop, mobile phone, tablet, games console,
digital box or DVD/ Blu-Ray Player.
SHARED KITCHENS
The kitchen is a very important communal For details and pricing visit: tvlicensing.co.uk
area and everyone should feel comfortable
POST
using it. Make sure you wash and wipe up after
Post is delivered direct to your apartment, through your letterbox. If you have been sent a parcel
yourself to keep the cooking area and sink
that won’t fit through your letterbox, we will accept it on your behalf and enter it on our Post Log
clean and clear for your flatmates. You should
which can be found here.
always leave it as you would like to find it.
We recommend you agree a cleaning and bin You will also see the QR code for the Post Log displayed at Reception as a quick and easy way for
emptying rota – it will save any arguments later! you to check for parcels whenever you are passing by. When a parcel is logged for you, just come
to Reception during our normal opening hours remembering to bring your photo ID. We cannot give
your parcels to anyone else so please don’t send your friends to collect them!
BE CONSIDERATE ABOUT NOISE
Whilst you may love your latest Spotify playlist, Parcels will be kept for 30 days. If you do not collect the item during this time, or we do not hear
your flatmates may not appreciate your taste from you to advise that collection will be delayed, the parcel will be returned to the sender.
in music and in particular, a thumping base If you are waiting on the delivery of an important parcel/letter we recommend that you arrange
can cause disturbance to those rooms around, with the courier to be present to accept the item. Whilst we are happy to accept parcels on your
above and below you. Please be considerate of behalf, we cannot be held responsible for any losses.
noise levels and make sure you are not creating
a problem. At the end of your tenancy you will need to inform all your contacts of your new postal address as
we are unable to forward any mail received after your tenancy has ended. Don’t worry though,
Try to be quiet coming in and out of your we will remind you nearer the time!
apartment, especially at night during the
quiet hours of 11pm – 9am when others might
be sleeping. You may have had the best night FOOD DELIVERIES
ever but your flatmates may have an early We are sorry that we are unable to accept food deliveries at Reception, including supermarket
start so please let them get their sleep! deliveries and takeaway meals as we do not have storage facilities to keep these items at the
appropriate temperature. Residents wishing to order food items should ensure they are in the
If you have guests visiting it is particularly building at the time of delivery and that the delivery person has their contact details.
important that you are considerate and keep
any noise to a minimum.
12 | Our Facilities Back to Contents Page Back to Contents Page 13 | Our Facilities
CAR PARKING GAMES
Unfortunately, we cannot offer Resident car parking on site. Due to local planning restrictions We have various games available from in the Social Space. These include a pool table, foosball
Resident’s cars are strongly discouraged to be used in the city. Parking is available for visitors table and Xbox.
inside St Johns Precinct. Please note if there is parking, we cannot accept any responsibility for
vehicles parked on the premises. VENDING MACHINES
A variety of vending machines are available within the building. Any faults should be
BICYCLE STORE reported to the Reception Team immediately so the vendor can be informed.
There is a bicycle store located outside reception on the ground floor. For complimentary
access please contact the Reception team so that your key fob can be re-programmed. GYM
The Gym is open 24 hours a day and is located on the 1st floor A block. so why not make the
You will need to make sure you bring a lock or other method of securing your bicycle to the
most of this complimentary facility and get fit during your stay with us.
rack provided. Bikes are left at the owner’s own risk and we cannot take any responsibility for
loss or damage. Bikes are not permitted to be stored in rooms or hallways. Bicycles found in
these areas will be removed. We will ask you to fill in a ‘Pre Activity Readiness Questionnaire’ the first time you
use the gym and also recommend that you watch our online safety induction here. We want to
LAUNDRY make sure you don’t injure yourself and know how to use the equipment safely so it’s good to
The Laundry Room is located on the ground floor and uses a circuit laundry app. take the time to watch
A wash costs £3.10 and a dry costs £1.60. the induction and know what you are
doing.
Instructions on how to use the machines can be found in the Laundry Room, if you are unsure
please do not hesitate to ask one of the team. Fresh Student Living will not be responsible for Whilst using the Gym, all residents
items that may be lost, stolen or damaged whilst using the facilities. accept responsibility for their state
of health and physical condition.
Laundry View Users are expected and required to
With LaundryView you are able to go check the availability of washers and dryers in our
use the equipment for its correct
laundry room online. circuit.co.uk/i-want-to-do-my-laundry/laundry-view
use and their behaviour in the Gym
must not constitute a security or
Video Guides
safety hazard to themselves or others
You can also find some useful tips and ‘How To’ videos on the Circuit laundry website.
in the room.
circuit.co.uk/how-to-use-videos
circuit.co.uk/i-want-to-do-my-laundry/laundry-help
Residents are required to wear
Contacting Circuit Laundry appropriate clothing and footwear
If the Circuit Laundry’s FAQ’s page doesn’t answer your query then you can get in touch when using the Gym. A towel should
with them using their online form or by calling them on 01422 820360 or 0800 032 0070 be used to cover the equipment
(8.30-17.00 Monday – Friday.) during use and wipe down the
machines afterwards. Should a
If you notice a fault with the machines you can report this on the Circuit website Resident damage the equipment
or by calling their service helpline on 01422 820026. Alternatively please let your they will be liable to pay the costs
Accommodation Team know. of fixing or replacing it.
We would like every Resident
ITEMS AVAILABLE TO BORROW to enjoy the Gym facilities. We
Our En-suite rooms have a hoover in their shared kitchen, but studios can borrow one from therefore ask that you clear away
Reception. You will be asked to leave your student card with us whilst you borrow the hoover.
any equipment that you have used
during your session and leave the
SOCIAL SPACE gym area tidy.
Our Social Space is located just at the top of the lantern entrance steps. inside we have 5 floors
of spaces for you to enjoy. including 2 study rooms entertainment lounge kitchen and cinema We reserve the right to terminate
room. the use of the gym if our rules are
not followed.
14 | Appliance Instructions Back to Contents Page Back to Contents Page 15 | Our Rules
HOUSE RULES NOISE & ANTI-SOCIAL BEHAVIOUR
INTERCOM We think we’re pretty easy going, but there are
Your visitors will need to use the intercom at the main entrance to let you know they have We want you to enjoy living with us but ask
a few rules that we’d ask you to stick to, for your
arrived. They can call your apartment by entering your apartment number. You will need to go that you respect your fellow residents and
own safety and the comfort of others.
down to the front door of the building to let your visitors in and escort them from the building keep noise to a minimum especially between
when they leave. For everyone’s safety and security please don’t ever let anyone in that you don’t our ‘Quiet Hours’ of 11pm - 9am and during
know or recognise. WINDOW RESTRICTORS exam periods. During these times, no noise
Window restrictors are installed on our windows should be audible from outside the room in
to prevent them from opening fully. This is a safety
HEATING feature and for your own protection. You must not
which it is occurring, including kitchen/lounge
Each bedroom has its own individually controlled heater. Press the booster button to turn the areas. This will enable us to make our building
heater on. If the booster is pressed to the maximum the heater will be on for 2 hours before it tamper with or remove the restrictors. If we have a pleasant and enjoyable place for everyone.
turns itself off. You can control the temperature of the heater using the dial on the heater itself. to re-instate a window restrictor there may be a
If you need any help with this, please contact Reception. recharge to you. Outside of these times we ask that general noise
levels should be kept at a reasonable level. You
REFUSE AND RECYCLE
OVEN Residents must bag and tie rubbish from
have the right to ask other Residents to keep the
Each shared apartment kitchen has an oven. If you are unsure how to work the oven in your noise level down if you are bothered by excessive
their room before bringing it to the Bin Store. noise and all Residents will be expected to act
apartment, please see Reception for a guide.
The Bin Store is located on the ground floor in upon such requests without retort. Our 24 hour
B block. emergency number can also be contacted if you
KITCHEN EXTRACTOR FAN experience noise disturbance.
Whenever you cook, the extractor hood should always be used as this will help to prevent the fire Separate bins are provided for general refuse
alarm being activated. The hood has a light and two speed settings which are selected by moving and recycling. Residents will need to provide
the switches on the front of the hood. their own bin bags. Leaving rubbish in hallways If you are having minor problems with the
is not only unsightly but is also a fire risk. behaviour of other Residents, we encourage
Residents must not leave rubbish anywhere you to first try to resolve the issue on your own.
MICROWAVE Issues often arise from misunderstandings due to
Each shared apartment has a microwave. If you are unsure how to work the microwave in your other than the designated refuse area. All
apartment, please see Reception for a guide. Also, please remember, when using the microwave cardboard boxes need to be broken down lack of communication so the best starting point
function not to use it with any metal. before placing in the recycling bin. is approaching the other Resident to discuss the
matter in a relaxed manner. This approach often
Inside the Refuse Store there are separate bins for:
provides an immediate solution and helps to
ELECTRIC HOB Large Green Bin: Mixed Recycling Only build new relationships with fellow Residents.
First make sure that the switch on the wall above the worktop is turned on. You can then use the
four dials to control the relevant ring of the hob. When you are finished cooking always make sure You can recycle paper, cardboard, glass bottles,
you turn the hob off and also remember that the solid tops will remain hot for some time after If you don’t find this helps you can also speak
jars, cans, tins, and empty aerosols, plastic
use. to any member of the Accommodation Team
bottles, pots and cartons.
for advice.
Large Black Bin: General Waste Only
HOT WATER Depending on the situation we may recommend
The hot water will be automatically provided to your bathroom/kitchen. In the event of any This bin should only be used for general waste
concerns please contact Reception or log a job on the Maintenance Portal. that is not mentioned above, such as takeaway that a meeting takes place between those
containers, pizza boxes and clothes. affected by the behaviour, eg in the case
of some flatmates not taking their turn to
BEDROOM LIGHTS SMOKING clean the kitchen, a full flat meeting may
We ask you to be environmentally responsible and turn off your bedroom lights whenever you be appropriate which a member of our team
leave the room. The switch for the desk lights is found on the side of your bed frame. It is against the law to smoke in any place in the
UK and Ireland that is used by the public or as would facilitate.
a workplace. The building is therefore a smoke
EN-SUITE BATHROOM, KITCHEN AND HALLWAY LIGHTS free zone, this includes your bedroom, bathroom If the anti-social behaviour is of a more
These lights all operate on sensors and will be set to go off after a certain period of time if no and kitchen, as well as any communal area and serious nature, the Fresh Student Living
movement is detected. outside/underneath windows, or on the roads, Anti-Social Behaviour Policy will be followed
paths or pavements immediately outside the which will initially result in a face to face
ENERGY PERFORMANCE CERTIFICATE building. meeting between the Accommodation Manager
A copy of the EPC (Energy Performance Certificate) for your room/studio is available from and person displaying the behaviour, with future
Reception. The ban applies to all substances which can be occurrences carrying the outcome of the
smoked including but not limited to cigarettes, University/College and/or Guarantor being
e-cigarettes/vapes, rollups, pipes, hookahs/ informed.
shisha pipes and cigars.
16 | Our Rules Back to Contents Page
ALCOHOL PETS
Consumption is allowed within designated areas
Fresh Student Living operates a strict no pet
provided all containers are properly recycled
policy. With the exception of Assistance Dogs,
and/or placed in the refuse and the area is left
you are not permitted to keep pets or allow
clean and free of spills. Bulk containers such
animals of any kind into the building.
as kegs (or similar) are prohibited. Residents
found violating UK laws concerning alcohol
We know you love your pets though so look
(sharing with under 18’s or public intoxication)
out for our ‘Pet Therapy’ events held during
will be asked to attend a meeting with the
the year!
Accommodation Manager and referred to the
relevant authorities.
If you have any concerns about these events,
please contact your Accommodation Manager.
COOKING
Please do not cook in your bedroom unless
facilities are provided by us in a studio.
Rice cookers, toasters, kettles or other cooking
equipment cannot be used in your room as
they create a fire risk. False alarms caused as
a result of cooking in your room may incur a
charge levied by the Fire and Rescue Service.
18 | Living with Us Back to Contents Page Back to Contents Page 19 | Living with us
ANUK CODE CONTENTS INSURANCE If the area is still not up to the required but the light will remain out. Please log this on the
Fresh Student Living is proud to be a Contents Insurance with Cover4Insurance is standard when we re-inspect, we will arrange Maintenance Portal so that we can arrange to have
member of the National Code of Standards provided for all students. Take a look at the for our Cleaners and/or Maintenance Operative the bulb changed. If the electricity does not turn
for Larger Student Accommodation. The cover that is provided for you at: to fix the problems and charge you for the work. back on, it could be due to a faulty electrical item
code provides guidance and minimum Cover4insurance such as a hairdryer or toaster, so try unplugging any
standards that code members are expected Your Policy Number is FRES2019. At each inspection you will be informed if there is electrical items you were using when the electricity
to attain and these standards are checked to be a charge for repairs. You will be invoiced for went off. If you cannot identify a faulty appliance,
It is important for you to check this cover so
regularly via site inspections. The code also recharges for the first two inspections and on the or the trip switch will not re-set, please report this
please take a look on their website to ensure
provides a complaints service for when final inspection a deduction will be made from fault to Reception as soon as possible or contact
that you fully understand the protection provided.
things go wrong and have not been addressed your Tenancy Deposit. the 24 hour emergency number if it’s outside office
You may find that you need to extend your cover
properly by us. Full details of the code can hours.
to protect all of your possessions both inside and
be found at nationalcode.org Our Fee Schedule containing cleaning, damages
outside of your home.
A copy of our membership certificate is also Visit the review cover link to:
and missing items recharges can be found in this ROOM SWAPS
handbook. From time to time there may be reasons a Resident
displayed on our Reception noticeboard and • Check what is covered
more information can be found on our website. • Check what is not covered wants to consider swapping rooms with another
We strongly suggest that you do not use hair Resident in the building. We recommend that you
- such as laptops outside the room dye in the bathroom as this can cause staining. speak to the Accommodation Team about your
SECURITY • Register to be entered into the
reasons for wanting to swap before taking any
When the Accommodation Team are not on Cover4Insurance Free Prize Draw We also ask that to ensure our water systems
• Chat to insurance experts though further steps. They may be able to help with
duty, the site is covered by Security. They are maintained to a high standard, all shower
Live Web chat whatever it is that’s causing you to want to swap.
can be contacted via the out of hours emergency heads and taps are kept clean. Please report
number. • Check how to make a claim any significant scaling on the Maintenance
• Extend and personalise your cover Swapping rooms is dependent on us being able to
Portal. find somebody for you to exchange rooms with
HARASSMENT & Download the Cover4Insurance app and is subject to the Accommodation Managers
DISCRIMINATION POLICY Occasionally, Fresh Student Living staff or approval. Residents must ensure that the room is
Fresh Student Living strive to provide all contractors may take photographs inside left in a suitable condition for the swap to take
Residents with a community free of harassment, bedrooms/en-suites/ communal areas to place.
discrimination or assaulting behaviour against evidence maintenance or cleanliness issues.
any person or group, based on race, religion, LOCKED OUT? Images will be taken, stored and disposed
gender, sexual orientation, marital status, age, If you are locked out during the night, please of in line with our data processing approach. DAMAGES
contact Security as soon as you become aware Accidents do happen but please let us know ASAP
nationality or disability. Harassment and/or
that you do not have your key. They will be able so that we can get things fixed as soon as we can.
discrimination in all forms is expressly prohibited.
to let you in however there could be a delay. To Damage to our property may result in a charge and
PREVENTING CONDENSATION certain cases may be deemed as a breach of our
We are committed to taking action against avoid this, please make sure you always take your Please do not wash any clothes in your room.
all forms of harassment. Incidents of alleged key with you and advise Reception straight away if Tenancy Agreement. Damage to communal areas
If you are drying washing, please ensure your
harassment or discrimination should be your door lock starts to flash so that the batteries will result in equal charges if no one accepts
bedroom window is open to prevent condensation.
reported to the Accommodation Manager can be changed during office hours. responsibility.
If there is condensation you must wipe it down
so an Incident Report can be filed and and clean any surfaces to prevent mould building.
investigated. We may also report this to your ROOM & APARTMENT INSPECTIONS STAYING WITH US OVER THE SUMMER
University/College and/or the appropriate You are responsible for cleaning your room,
authorities. bathroom, kitchen and apartment corridor. WHAT TO DO IF A FUSE GOES Depending on the length of your contract you may
IN YOUR ROOM OR APARTMENT want to make an additional booking to stay with us
We will carry out full room & flat over the summer. Please contact the Accommodation
SUSTAINABLE LIVING inspections at least three times during your
If your electricity goes off, please check the
Team to discuss availability in the building and the
We are committed to having a positive social trip switches in your fuse box, located in your
tenancy period where we will check for bedroom or hallway. weekly rent. For summer bookings we will require
and environmental impact. We can achieve payment in full prior to the booking commencing
cleanliness, damage and missing items.
this with your help and each Resident can and you may need to move to a different room.
This will cover your bedroom, en-suite and If any of the switches are in the ‘off’ position,
play their part.
any communal area within your apartment, reset them by simply turning them back on. If a
e.g. kitchen and hallway. bulb has blown, the electricity will come back on
Take a look at our Sustainable Living Guide
which can be found within the FAQs section
If on inspection the condition of your room/
on our website.
communal areas is deemed to be unacceptable,
we will give you a week to tidy up.21 | Your
20 KeepWelfare
yourself Safe Back to Contents Page Back to Contents Page 21 | Keep Yourself Safe
REGISTERING WITH A LOCAL DOCTOR YOUR FRONT DOOR KEY VISITORS
It’s recommended that you register with a local GP (Doctor) whilst you are living away from home. If Your safety and security is of utmost Anyone wanting to visit you will need to
you become ill, you will need to be registered with a doctor before you can get an appointment so this importance to us. You will be given contact you directly to alert you of their
will help to save any delay in treatment. You can register with a GP by going to the doctor’s surgery a key card or fob which will give you presence. You will need to go down to
and filling out a form. Our Accommodation Team will provide you with a list of local doctor’s surgeries. access into the building, your shared the front door of the building to let your
apartment and your own bedroom or visitors into the building. Please escort
studio. You will also have access to the your visitors in and out of the building at
LATE NIGHT TRANSPORT social spaces with the same key card all times.
Always plan your night ahead and know how you are going to get back home. It’s a good idea to
or fob.
carry a list of reputable taxi numbers in case you miss the last bus. Try to avoid walking home on
your own after a night out. Please do not let anyone in that you CCTV
don’t know or recognise.
don’t recognise.
Don’t Don’t
be The building is covered by CCTV for your
safety and peace of mind. The footage can
CRIME STOPPERS be tempted
tempted to let
to let
anyone
anyone
tailgate
tailgate
only be viewed by trained and authorised
To report a crime anonymously (and in situations which are not an emergency) call Crime Stoppers you into the building — if the person
is a Resident
tenant they
theywill
will
have
have
their
their
own
own staff. members.
team
on 0800 555 111.
fob to let themselves in and if they
REFERRAL OF MATTERS TO THE POLICE have forgotten it they can call the
We will offer support and advice to any resident regarding matters of criminal conduct which they feel Accommodation Team. We advise this KEEPING YOURSELF SAFE
should be reported to the police. Where an offence has been committed against a Resident or against for everybody’s safety and security. • Always lock your door (especially late
Fresh Student Living itself, we will report the matter to the police. Where the victim(s) of an alleged at night) or if you leave your room.
crime does not wish to report the matter to the police, but the matter has been reported to our team, If you damage or lose your key/access • Be vigilant with items such as laptops,
the Accommodation Manager will make a decision of whether or not to inform the police on behalf of fob, you will be responsible for the mobile phones, game devices and other
the Resident. Only in exceptional circumstances will we report a matter to the police against the wishes replacement cost for corresponding high value goods.
of the victim(s). It is a legal requirement for incidents relating to the prevention of terrorism and the locks, new keys, and/or replacement • Never lend others your fob as this is
protection of children to be reported to the police. of the fob. If your fob or key is lost unique to you and will incur charges if
or stolen, you must notify Reception mislaid.
immediately to prevent unauthorised
access to the building and your room.
GROUND FLOOR ROOMS
If you’re in a ground floor room or room which is easily accessible from the ground,
we recommend the following tips to maximise security:
• Keep your curtains/blinds drawn when you are out.
• Ensure windows are locked closed when you are out.
• The restrictors on your window will protect you when you’re in the room.
• Keep valuables out of site and out of reach from the window.
PERSONAL EMERGENCY EVACUATION PLAN (PEEPs)
Any Resident who feels they may need assistance to safely and quickly evacuate the building
in the event of an emergency should alert Reception at the beginning of their tenancy.
Arrangements can be put in place to aid your safe exit from the building depending on your
specific needs. The PEEP will then be agreed with you within two weeks of arrival. For more
information please contact the Accommodation Team.22 | Safety Matters Back to Contents Page Back to Contents Page 23 | 安全须知
WHAT TO DO IN AN EMERGENCY 在紧急情况下的应对措施
Hopefully you’ll never need it but below is a quick guide on what you should do in
an emergency.
我们希望公寓内的住户可以一直安心、安全地生活。为了以防万一，我们将紧急情况和
Some of the information may be particularly useful to our international students, 注意事项写在这里供大家参考。
but everyone should take a look and familiarise themselves with the information.
请记住，如果您对以下信息有任何疑问，请和我们公寓的工作人员及时进行沟通。
Remember if you are unsure about any of the information listed below please speak
to the on site Accommodation Team.
火警
如果您发现任何火源，请立即拨打消防电话999进行求助。我们的公寓在设计的时候安
FIRE SERVICE 装了防火警报装置。如果您的楼层有任何火源，火警会自动响起。当您听到警报时，应
If you discover a Fire, call 999 and ask for the Fire Service. 当立即离开公寓，前往集合地点。请不要随意奔跑或留在公寓内收拾个人物品。
If a fire is detected on your floor, the fire alarm will activate. On hearing the alarm you 任何故意触发火警装置的行为一经被发现，都有可能被收取服务费用。
must leave the building and go straight to the assembly point. Do not run or stop to collect
your belongings.
救护车
如果有人忽然身体不适，请及时拨打999呼叫救护车。请在公寓门口等待救护人员到来并
AMBULANCE 且帮忙护送伤员。
If someone has had a serious accident, call 999 and ask for an Ambulance. Ensure that 以下几种情况应该呼叫救护车：
someone is designated to meet the ambulance at the entrance of the building and to
escort them to the injured person. -有人昏厥或失去意识
Situations when an ambulance should be called include: -有人流血不止
-有人疑似骨折
• If someone is unconscious or has slipped in and out of consciousness -有人身受重伤
• If someone is bleeding heavily -有人呼吸困难
• If you suspect broken bones -有人被严重烧伤
• If someone has a deep wound -有人有严重的过敏反应
• If someone has difficulty breathing
• If someone has severe burns
• If someone has a severe allergic reaction
英国国家医疗服务体系 111
NHS 111
The NHS 111 service is available 24 hours a day. You can call 111 when you need NHS（英国国家医疗服务）电话24小时可用。如果您需要非紧急医疗救助可以拨打111，紧
medical help fast but it’s not a 999 emergency. You can call them from any phone by dialling 急医疗救助请拨打999。您使用任何电话都可以拨通111。更多详情请参见
111. For more details visit www.111.nhs.uk or www.nhs.uk. www.111.nhs.uk or www.nhs.uk.
FIRE ALARM TESTS ASSEMBLY POINT 火警测试 我们的火警安全集合地点是：
The assembly point in the event of a fire is 我们每周进行火警测试的时 Lime street station steps.
We test the fire alarms every
Wednesday at 3pm. Lime street station steps. 间是：
Wednesday at 3pm.21 | Your Welfare
24 Back to Contents Page Back to Contents Page 25 | The Student Portal
NEED TO TALK?
The wellbeing of our Residents is our priority. We know that where you choose to live plays a
massive role in your overall University/College experience, from offering opportunities to make
THE FRESH STUDENT LIVING STUDENT PORTAL
friends to providing the right environment to cook, study and sleep. Being away from home can
make for a challenging time. If you are struggling to settle into your new life, don’t do it on The Student Portal is an online system that gives you access to important information
your own. You can talk to a member of the Accommodation Team who will be happy to listen and about your stay with Fresh Student Living.
put you in touch with someone who can help.
You can find your Tenancy Agreement, booking details and financial statement. You can also
NIGHTLINE complete your inventory, log maintenance requests, pay your rent, refer a friend and even
Fresh Student Living have partnered with Nightline to offer our students further ‘out of hours’ rebook your room for next year.
support. Nightline is a term time anonymous, non-advisory listening and information service
run by students for students. The highly trained student volunteers offer support for all students
To access the student portal please visit:
and everything you discuss with them is confidential.
https://online.freshstudentliving.co.uk/Student
Please see the posters at your sites for details of the local Nightline contact information
or visit nightline.ac.uk You will need the email address you registered with and your application reference
number. Once you have logged into the Student Portal you may change your password
There is also lots of helpful advice and contact details on our website on the ‘Change Password’ page.
If you have any questions about the Student Portal please come and see us at Reception.
STUDENT WELFARE
Mental Health Support:
Liverpool John Moores University | 0151 231 3579
University of Liverpool | +44 (0)20 8519 2122
Liverpool Hope University | 0151 291 3427
Disability Helpline:
Liverpool John Moores University | 0151 231 3164/3165
University of Liverpool | 0151 794 4714 / 5117
Liverpool Hope University | 0151 291 3427
Students Union Advice Centre:
Liverpool John Moores University | 0151 231 4900
University of Liverpool | 0151 794 6868
Liverpool Hope University | 0151 291 3707
Students Money Advice:
Liverpool John Moores University | 0151 231 3153/ 3154
University of Liverpool | 0151 794 5863
Liverpool Hope University | 0151 291 3435
Chaplaincy and Pastoral Services | 0151 706 2828
OTHER USEFUL CONTACTS
Samaritans | 0845 790 90 90 | samaritans.org
Student Loans Company | 0300 555 0505 | slc.co.uk
Sexual Health | 0131 536 1070 | nhs.uk/live-well/sexual-health/
Victim Support | 0845 30 30 900 | victimsupport.org.uk
Alcoholics Anonymous | 0845 769 75 55 | alcoholics-anonymous.org.uk
British Pregnancy Advisory | 03457 30 40 30 | bpas.org
Debtline | 0808 808 40 00 | nationaldebtline.org
Drugs Advice & Helpline | 0800 77 66 00 | talktofrank.com
Young Minds | If you need urgent help text YM to 85258 | youngminds.org.uk26 | Fire Safety Back to Contents Page Back to Contents Page 27 | The Financial Bit
FIRE PREVENTION HOW TO PAY
Paying your rent is simple and can be done online 24 hours a day. Just log into the Student Portal and
Our building has been designed for your safety in the event of a fire. Every Resident has a
select the Financials tab where you can review your financial statement and make rent payments.You
responsibility to ensure that they familiarise themselves with their buildings safety features, exits
can pay with a Debit or Credit Card.
and evacuation procedures as soon as possible after moving in.
Fire blankets are available in each shared kitchen and studio in the event of a pan fire. Your rent instalments will be due on the dates listed on your Tenancy Agreement. Please make sure
you meet these payment dates.
Please familiarise yourself with the Fire Assembly Point located on the large steps outside Lime Street
Station If you are able to pay your full years rent prior to the tenancy start date (for contracts starting in
September only) you will receive a 2% discount. Please contact the Accommodation Team for more
ROOM FIRE DOORS information.
Each room is fitted with a fire door which acts as fire safety protection for at least 30 minutes. Payments can also be made by bank transfer or, for International Students, via TransferMate.
Interference with the automatic door closer or attaching anything to your room door, e.g. an over door
hanger is prohibited as it will compromise the fire resistance. Your room door is to be kept shut at all times
to maintain fire safety and personal security in the building. Should a fault occur with this door or any fire FUTURE PAY
door in your accommodation, it should be brought to the attention of Reception immediately. FuturePay is an internet based equivalent of a traditional standing order or direct debit, but instead of
the payment coming out of your bank, it is taken from your card. Once you have set up your FuturePay
agreement with our online Card Merchant ‘Worldpay’, your instalments will be taken automatically
FIRE ALARM TESTS from your card on the dates listed in your Tenancy Agreement.
We test the fire alarms every
Wednesday at 3pm. The option to sign up to FuturePay is offered each time you make a payment to Worldpay. We
recommend that you sign up to this service whilst making your first payment to avoid missing future
The test can be recognised as a long burst of the fire alarm sirens. This is the only time evacuation is not dates.
mandatory. To ensure all Residents know how to use fire escape routes and find the fire assembly point,
we hold a fire drill each term. This will not be announced in advance and the full cooperation of Residents is BANK TRANSFER
expected as if it were a real alarm. During an evacuation, no Resident may re-enter the building until the all If you plan to pay by bank transfer, please ensure the amount you pay covers all bank charges (you
clear has been given by the Accommodation Manager. will be liable for any charges made by your and our bank) to ensure Fresh Student Living receive the
full amount payable. Please contact the Reception Team for our bank account details. You will need
PREVENTING FALSE ALARMS to quote your full name and application reference number in the reference of all bank transfers so we
‘False’ alarms waste the valuable time of Fire Service and can also endanger lives. Any Resident(s) found know who the payment has been made by. Bank Transfers may take between 7-10 working days to clear
activating the fire alarm maliciously or as a result of not following our rules will be required to meet with in our bank account. Therefore, you must send any transfers in enough time for them to clear into our
the Accommodation Manager and may face financial re-charges that are levied by the Fire Service. account by the due date stipulated in your Tenancy Agreement.
TRANSFERMATE
TAMPERING WITH FIRE EQUIPMENT International Students can choose to pay via TransferMate which allows you to make international
Fire equipment such as smoke alarms and door closers are in place throughout the building for payments to Fresh Student Living free of charge whilst receiving competitive foreign exchange rates.
all Resident’s safety. Tampering with this equipment puts everyone’s lives at risk. Should a Resident Where TransferMate has a local bank account, they will eliminate the international banking charges
(or guest) tamper with the fire equipment, an engineer will immediately be called to check the usually associated with international payments. Visit https://transfermateeducation.com/ for more
equipment is working correctly and carry out any repairs resulting from the damage. All such repairs information.
and call out costs will be charged to the Resident(s) concerned.
Residents are advised to check which payment option is the best for them.
If any incident appears to be a criminal offence, we will also refer the matter to the police.
SETTING UP A UK BANK ACCOUNT
HOW CAN YOU HELP TO AVOID FIRE ALARM ACTIVATIONS If you would like to set up a UK Bank Account when you arrive just let the Accommodation Team know.
1. Please do not dry anything on the heaters. They will be able to provide you with the details of the local banking facilities, however we suggest you
check them out first to make sure that you choose the bank that suits you best. You will need to make an
2. Always make sure your shower room door is closed when showering.
appointment at the branch of your chosen bank which your Accommodation Team can help you with.
3. Always use the extractor fan when cooking with the the hob or oven. You will need to take some identification (ID) with you:
4. Never wedge any door open, especially a kitchen door.
• Your Passport
5. Do not use deodorant or other sprays adjacent to fire alarm detectors.
• Letter from University/College to prove you are a student
6. Do not direct hairdryers or fans directly at the fire alarm detectors. • Copy of your Tenancy Agreement — your Accommodation Team can provide a copy or you can print
one via your Student Portal
At the appointment the bank will advise you on the best account which should not have any charges.
The bank will then send you your bank card and your pin number separately (keep them safe).28 | Your Tenancy Agreement Back to Contents Page Back to Contents Page 29 | Maintenance And Repairs
YOUR TENANCY REPORTING REPAIRS
Your tenancy agreement is an Assured Short-hold Tenancy. This means you have a right to Repairs and maintenance reporting couldn’t be easier. Just report any requests you may have
stay in your room/studio until the end of the agreed tenancy period. We cannot evict you on the Maintenance Log via the Student Portal. This can be done from the comfort of your
without a court order. When you signed your Tenancy Agreement you made a legally own room, or on the go 24 hours a day.
binding agreement with Fresh Student Living to keep to the terms and have accepted
the responsibilities of the agreement. We aim to assess requests within the following timescales:
We expect you to: Emergency repairs within 24 hours of being reported
• Pay your rent at the agreed time An emergency repair is any repair required to avoid danger to the health and safety of
• Look after your accommodation and keep all areas clean residents. E.g. No power supply, overflow of sewage.
• Behave appropriately within the building and surrounding areas
• Be respectful to other residents Urgent repairs within 5 working days of being reported
An urgent repair is any repair which materially affects the comfort or convenience of the
We will: customer. E.g. Broken handrails, faulty electrical fittings such as the microwave.
• Carry out repairs within the property and ensure it is a safe and secure place to live
• Keep the communal areas clean General repairs within 28 days of being reported
• Carry out regular health and safety checks of the building A general repair is any repair not falling into the two above categories. E.g. Single electric
light or power point failure within room, sticking doors or windows.
TERMINATION OF YOUR TENANCY We normally provide you with a minimum of 24 hours’ notice if we require access to your
As a tenant on a fixed term Assured Short-hold Tenancy you do not have the right to end accommodation to carry out a repair. Please note that in the case of emergency we may
your tenancy early even if you later are no longer a student. Fresh Student Living can require immediate access to your accommodation.
seek repossession of your tenancy if you fail to pay your rent or breach the terms of your
Tenancy Agreement however you will still maintain responsibility for your rent payments.
WATER LEAKS OR FLOODS ELECTRICAL FAILURE
Water leaks can be extremely damaging If you have an electrical failure,
to your room and inconvenient for check to see who else has the
residents in surrounding flats. If water same problem – is it other
is leaking into electrical fittings, this apartments, the entire building
can be very dangerous. If you spot a leak: or the whole street? If the entire
street is in blackout this means
• Call the Accommodation Team that this situation is out of our
immediately. control. Power cuts of this nature
usually last a maximum of 2 hours.
• Try and catch the water in a
container to avoid further damage. If you are the only one who is
experiencing power failure, please
• Do not touch electrical sockets let Reception or the Out of Hours
or devices. team know and they will investigate.
All other power failures should be
If the water to your apartment or building reported to the Accommodation
has been turned off, please check that you Team or to the Out of Hours
have closed all taps and ensure that the plug emergency telephone number.
is not left in, in the sink in the kitchen or
your en-suite.30 | How To Report A Maintenance Request Back to Contents Page 31 | Your Feedback
Back to Contents Page
VISIT
HTTPS://ONLINE.FRESHSTUDENTLIVING.CO.UK/STUDENT CUSTOMER FEEDBACK
We always want to hear feedback from our customers as we believe it’s the only way
LOG INTO THE STUDENT PORTAL we can continue to improve our service.
USING YOUR EMAIL ADDRESS AND APPLICATION REFERENCE NUMBER
Our commitment to you:
• We endeavour to provide a good service at all times, however we accept
that on occasions we do not always get things right.
• We have a positive approach to complaints and regard them as an opportunity
to receive feedback on our services.
• We will strive to resolve complaints at the earliest opportunity.
• We will respond to all queries and complaints in a professional and courteous manner.
• We will endeavour to reach a satisfactory conclusion for both parties.
FOLLOW THESE STEPS
1. CHECK YOU HAVE COMPLETED YOUR ‘TO DO LIST’ • We will continually review the service we provide following feedback we
receive and we will make changes and improvements where necessary.
2. CLICK ON THE ENTER BUTTON UNDER BOOKINGS
• We will carry out an annual customer satisfaction survey via a third party provider
to establish satisfaction levels among our customers.
Each year, we participate
in this national survey.
Look out for news on
when it’s time to
3. YOU SHOULD THEN SEE A WHEEL OF ICONS. complete it.
4. SELECT THE ORANGE ICON
COMPLAINTS
PROCEDURE
We want you to love your time
living with us but there may be
times when we don’t always get
5. YOU CAN THEN LOG YOUR MAINTENANCE REQUEST it 'right'. We take all complaints
seriously and will try our best to
fix any issues first time.
If you need help and advice
about how to complain or about
our complaints procedure please
refer to the FAQ’s on our website,
under the 'Living With Fresh'
section and 'What do I do if I am
not totally satisfied?'.32 | Moving Out Back to Contents Page
TENANCY LENGTH
Your tenancy length is outlined on your Tenancy Agreement. If you want to move out before the end
of your Tenancy Agreement you will need to find a replacement student to take over your room. As the
tenant of the room you are responsible for the payment of rent until another tenant is found, therefore
it is advised that you find a student to take over your room as soon as possible. A £35 administration fee
will apply.
We hope that you don’t need, or want to leave us before the end of your tenancy, but if your
circumstances change please speak to the Accommodation Team.
CHECK OUT
We know it’s a long way off, but it’s important to let you know what will happen at the end of the
tenancy. You will need to book a ‘Check Out’ Inspection with the Accommodation Team. They will inspect
the room fixtures and fittings against the initial inventory which you completed. It’s really important that
you are present for the end of tenancy inspection. If you don’t attend, it will be very difficult for you to
challenge the inspection and any charges for damage, disposal of refuse, or any abandoned items.
There are a few requirements for your last day:
• Your room needs to be clear of all belongings by 10am
• You must return all keys, cards and fobs to Reception
• You must make sure your room is clear of all of your possessions
• Your room must be clean before you leave (you will be charged for cleaning if it isn’t)
Property left in the room after you have vacated, or upon the expiry of the Tenancy Agreement, is
considered abandoned and will be disposed of immediately. Due to limited space, we cannot store
personal items left behind. Requests for extended checkout times may be made in advance and will
be subject to the availability of the room. Approval for an extended check-out will be made at the
sole discretion of the Accommodation Manager.
TENANCY DEPOSIT SCHEME
We will automatically register your Tenancy Deposit into the relevant Tenancy Deposit Scheme.
At the end of your tenancy you will receive an email from the Accommodation Team notifying you to
logon to your student portal and complete your end of year process, agreeing to any applicable deposit
refund and completing your bank details to confirm which account you want your refund to be sent to.
Please do this as quickly as possible to prevent any delay in the deposit being returned to you. We will
refund into a UK bank account free of charge, but if we have to refund via IBAN to an international
account we will deduct the bank charges from the refund.
Once your official tenancy end date has passed, your deposit will be returned (minus any charges for
damages if applicable) within 10 days of accepting your end of year via the student portal. If you move
out before your official tenancy end date, your deposit will not be returned any earlier.
FIVE NINE LIVING
Did you know that as well as managing student accommodation, Fresh Property Group also manage
private rental accommodation in a number of locations? If you are in your final year of University/
College and want to take that next step into renting accommodation but want to be sure you’ll be
looked after, check out our website at fivenineliving.co.uk
Just because you are no longer a student doesn’t mean you have to stop living the ‘Fresh’ way!You can also read
