Student Accommodation Newcastle

FAQ’s

Before Booking
• Where does Student Grove have accommodation?
We are based in Newcastle upon Tyne and our address is 136-170 Shields road, Newcastle, NE6 1DT (UK).

• Can I view a room before I make a booking?
Yes you can book a viewing, please contact our Management Office. You can do this by telephoning 0191 265 9992/0191 265 9998, emailing hello@studentgrove.co.uk, or you can call in if you are passing. An appointment will be made for you to view a standard flat and bedrooms.

• Do you have summer accommodation?
We have rooms available throughout the summer months for students and non-students. Please contact us to get further information and make a booking.

Making a Booking and T&Cs
• How do I make a booking?
To book with Student Grove, you will need to contact our Accommodation Office directly. Our Managers will be more than happy to answer any questions or simply point you in the right direction.

• Do I have to be a student to live at Student Grove?
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.

• Can I live with my friends?
When making your booking you can request to share a flat with friends however it is the decision of our Accommodation

• Can two people share a room with a double bed in it?
All of our rooms are for single occupancy only.

• If I book by myself how will you allocate me a room?
The Accommodation Office will deal with all allocations however they will look at the room type you have requested, your year of study, course, gender and any other preferences. They will try to allocate you to a flat that is suitable to your situation and preferences; however it is not always possible for requests to be met.

• I have some requests for my room, will you guarantee them?
Whilst the Accommodation Office will do what they can to try to meet your requests, they cannot guarantee flat and room location.

• Can I live at Student Grove for more than one year?
Yes, it is possible for you to stay at Student Grove throughout your studies.

• What are the terms and conditions of the tenancy agreement?
A copy of the standard Student Grove Tenancy agreement can be collected from our Management office.

• 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.

• Can I cancel my contract and move out early?
Your contract is for 44 or 52 weeks depending on which University you are with. You will be liable for the full rent and unable to cancel after the contract starts unless stated in the House rule book. Should you however find someone who is willing to take up occupation of your room, Student Grove will agree to release you from your contract upon receipt of their booking and you will be subject to an administration charge. Cancellations of your contract will only be accepted upon receipt of a completed new tenancy contract.

• If I move out early what will happen?
If another tenant is found to take over your tenancy, Student Grove 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.

Moving In
• What do I need to bring with me on arrival?
Make sure you bring your Accommodation Tenancy agreement and House rule book (if sent in the post) 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?
Student grove has very limited parking on site and on intake days the staff car park is generally full however there is a drop off zone situated at the main gate where cars can park for a maximum of 30 minutes whilst keys are collected and heavy belongings dropped off and then alternative parking must be sought.

• Will there be someone to collect my keys from?
On move in days the office will be open from 9 until 5 however should you expect to arrive outside of these times then please contact the office prior to inform us and we can arrange for your keys to be collected from the Student Grove reception.

• What happens on move in day?
You will be welcomed on arrival in our Management Office by a member of staff and you will be given your keys.

• What if I am not happy with my allocated room or my flat mates?
Part of the University/College experience is meeting people from different backgrounds, interests and cultures. We hope that you will enjoy the diversity of University/College life; however should you be unhappy it is worth spending some time talking to your flat mates 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 44 or 52 week contract and unless another resident also requests a room swap we would be unable to change your room.

Living at Student Grove
• 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 and pay the additional rent.

• What cooking equipment is provided in my flat?
All flats come with a cooker, hob, microwave and a fridge/ freezer, but we do not supply residents with any utensils or cutlery.

• Can I get bedding supplied?
We do not supply bedding to the residents.

• What Broadband packages are there?
An 8Mb broadband connection is provided to every room at Student Grove free of charge (fair usage of 500 GB per flat apply). If you need a faster connection or connecting multiple devices, please contact our maintenance office.

• How do I connect to the internet?
You can connect to the internet via Wi-Fi throughout the hall with the speed up to 8Mb/s.
If you have any problem with your internet, please fill a complaint form at our reception and it will be resolved.

• Is a TV provided?
No, we do not provide TV’s in any of the flats, but each kitchen and bedroom has a TV aerial socket.

• What TV channels are provided?
Student Grove does not provide any additional TV channels apart from Sky Sports or Sky Movies.

• Can I park on site?
Student parking is available at a cost of £150 for a tenancy period of 44 weeks.

• Where can I store my bike?
A bike store is available free of charge for your use. No bikes may be stored within the flats.

• Is there always a member of staff on-site?
Student Grove is staffed 24-hours a day, 7 days a week by a warden staff.

• What are the opening hours of the Management Office?
The Management Office is open Monday-Friday 9am to 5pm and Student Grove Reception is open between 8am and 6pm Monday-Saturday and 10am to 6pm on Sunday to allow you to collect post, buy your laundry tokens and report maintenance.

• What about security?
We provide 24 hour security with CCTV, and a member of staff on site at all times. 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.

• How do I report maintenance?
Maintenance should be reported to the Management Staff during office hours and the maintenance required will be prioritised.

• What happens once I have reported maintenance?
The Warden will attend to make the necessary repairs as soon as possible. Occasionally it will not always be possible to complete the repair on the first visit and a subsequent visit may be necessary. Repairs are responded to on a priority basis, please be aware that it may not be possible to attend to your problem the same day you report it, especially at busy times of the year.

• 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 a House rule book provided to all residents at the time of signing the contract. The warden 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.

• Where can I do my Laundry?
A launderette is provided with washers and dryers on-site. A laundry token is required which can be obtained during office hours from Student Grove Reception for a cost of £2.50 for a wash and £1 for a dry.
• 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 Student Grove staff without liability and then you can collect the parcel or package after signature from reception. If mail is not properly addressed with name, flat and block then it may not be signed for by reception staff.

• Who is responsible for cleaning my flat?
It is the responsibility of residents, to clean their rooms and communal areas of the flat. Management Staff will conduct periodical 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.

• Can I smoke at Student Grove?
Smoking is not permitted in any area within Student Grove; this includes bedrooms, communal areas, stairways and external courtyard areas. The designated smoking area is situated just outside of the building.

• Can I decorate my room?
You are responsible for ensuring that you leave your room and flat in the same condition that 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 or a fire. You must accompany your guests at all times whilst they are on-site and you are responsible for their behavior.

• Are there any guest rooms on site that I can book?
Yes, Student Grove has visitor flats which can be booked on per night costs of £25 per person (depending upon availability).

• Can visitors just walk in?
Our accommodation has 2 doors 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 at Student Grove.

• 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 the Management Office who will endeavor to resolve the problem for you.

Finances
• Do I pay a deposit?
We collect £300 as a deposit, which later we send to the Deposit Protection Scheme.

• What options are there for me to pay my rent by?
You can pay your rent by cheques, Bank transfer or credit/debit card. It is also possible for payments to be made by cash but you will need to make arrangements with the Management Office. Whether you chose to pay in installments or in full, all UK students must provide a guarantor.

• 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 before you move into the room. You can arrange to do this by credit/debit card or bank transfer. Please be aware that if paying by 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.

• Do I need a Guarantor?
All UK students whether paying in full or in installments, must provide a Guarantor. All International students are not required to supply a Guarantor but must pay the rent in two equal Instalments dates stated in the contract.
• Can I pay my rent with my student loan?
The second and third rent dates can be amended to coincide with student loans after approval of Student Grove Management, but the first installment must be made at the time of booking, so please ensure that there are sufficient funds when the Tenancy Agreement is returned to Student Grove, as the cheque supplied by you will be used.

• Can I change my rent installment plan?
Unfortunately not as the dates set are the dates that payments will be taken. Although as previously stated, the second and third rent installments will coincide with the student loans.

• 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 and admin 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.

• Can I pay with foreign currency or travelers cheques?
Student Grove cannot accept foreign currency or travelers cheques as payment. The safest and simplest way for International students to make a payment is by 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 do not pay?
If you do not pay your rent on time, 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. Student Grove 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.

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 £200 per room (44 weeks). Statements are issued quarterly by our electricity provider 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. There is no gas at Student Grove.

• Is there a charge for the internet?
A 8Mb connection is provided to your room free of charge. Should you wish to upgrade to a faster connection or take advantage of the add-on features you will be required to make a payment for these.

• Do I need a TV licence?
Student Grove does not supply a TV license for your flat so it is the resident’s responsibility to purchase this. Details can be found in your house rule book issued on arrival or simply call the office for further details and information.

• How do I make an insurance claim?
Student Grove do not provide any Insurance cover, so to make a claim you will need to contact your own insurance company provider directly.

Moving Out
• What do I need to do before I move out?
You are expected to ensure that your room and flat are in good condition at the end of your contract. 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 your contract, you should arrange an appointment if you wish to be present when this takes place.

• 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 or you can post it (recorded delivery) on the day you vacated your room, to avoid per day rent charges (after your contract finishing date).

• Will I get a deposit returned to me?
All deposits are sent to Deposit Protection Scheme at the start of your tenancy and deposit amount will be returned to the tenant by DPS, after getting confirmation from Student Grove of any damages occur in your flat/room during your tenancy, which needs deducting from your deposit before payment.

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