FAQs

Need Help?

Enter any questions you may have about living in one of our homes below and it will bring up any frequently asked questions related to your query. If you are unable to find any answers to your questions please feel to contact us and one of the team will be happy to help. 

Living In Your Home

Our team will attend every month to carry out interim inspections in your home including testing the fire alarm and emergency lights. We will notify you in advance of when this will be. The reason for these inspections are to check all is well in the properties and look for any required works.

Here are some quick points that can prevent pests:

· Try and make a habit of cleaning up immediately after meals. Wash all dishes, wipe down tables or counters, and store leftovers in airtight containers. Cleaning up quickly prevents pests from making their way onto dirty dishes or uncovered foods.

· When possible, buy food that comes in cans or jars. Pests such as insects and rodents can easily chew through plastic, paper and cardboard.

· Keep more food in the refrigerator or freezer. Few insects and rodents can make their way into these appliances (some foods last longer when cool).

· ALWAYS CLEAN! The kitchen needs to be cleaned more often than other areas of the home. Even the tiniest of crumbs can attract pests. Be mindful of brushing away crumbs and sanitising tables and countertops after any type of food prep. Sweep away anything that hits the floor.

· Take out the rubbish as soon as it’s needed. Allowing rubbish to sit in the kitchen only invites pests over for dinner.· Keep your cabinets clean! It is important to inspect your cabinets regularly for exposed food, crumbs or signs of a pest invasion.

Dishwashers need salt and rinse aid regularly- the filter also needs to be kept clean and clear of debris as this will cause blockages. How to fill up the salt/rinse aid and how to unblock the filter can be seen here:

Condensation mould forms when there is too much moisture in the air and it hits a cold surface – please take a look at this video which you may find useful in managing and preventing condensation https://youtu.be/ypB2Y81BP7w

If the mould reoccurs after you have removed it and you are not drying clothes inside please report as an issue so we can investigate.

There will be an isolation switch outside the bathroom – please ensure this is turned on before reporting as maintenance.

If your shower is blocked do not continue to shower with it running over the top, as this will cause a leak and damage to the house. You need to unblock showers regularly and ensure the plug is free from hair.

This often happens when the door is attempted to be opened before the door has unlocked after the cycle. Always wait 5 minutes before trying to open the door. If this is the case and it has been forced open this may be something that will require repairs that we may not cover the cost of. Sometimes, the washing machine will have a drain function, so please use this if possible before opening the door using a piece of string. Refer to this video for a tutorial on this temporary fix/ to get your trapped closed out: https://youtu.be/J7vzWGMvfOM?t=97

Please ensure that you are disposing of your household waste correctly and putting it out on the correct day (preferably the night before as this ensures collection, a lot of students aren’t up at 9 am!). You can search online when collection days are/what you can and can’t put in each bin. *This is important as the council reserve the right to refuse collection if the rubbish is disposed of incorrectly* If you think you need more council bins, please let us know and we can put in a request. You can find information on bin collections on your council website.

Always listen to the most recent email. Unfortunately, our maintenance team may have to attend to emergency problems which can take priority over your maintenance, hence them rescheduling the visit date.

Firstly check with your neighbours to see if this is an area fault. You can also check on the national grid; you can check on this website https://www.ukpowernetworks.co.uk/power-cut  There may be something that has caused the electric to trip inside the house. You can check the fuse box and identify what has caused the outage. Often these can be re-engaged – please do not force switches up – if they cannot be re-engaged or the issue repeats itself please report as maintenance.

For general maintenance, report is via sending an email (detailing the issue and accompany with images) to manager@forwardthinkinglettings.co.uk will mean that the issue is resolved as quickly as possible for you. If the issue is an emergency please call immediately on 0247 512 2693

It is important to remember that your energy usage is not unlimited. You will be responsible for any additional costs if you exceed your allowance.

Moving Into Your Home

WiFi is provided in all of our accommodation, and is accessible in each room of the property. Your WiFi access is included in your monthly rent. Due to the nature of WiFi, speeds may vary depending on proximity to the router, the nature of the usage and the number of devices connected at any one time. If you would like to know specifics about WiFi provision at one of our properties please ask your point of contact in the Lettings Team.

Sure thing. As laws and regulations continue to change we ensure we keep our agreements up to date. So for the latest sample please ask your point of contact. 

Rent Queries

At present we are not set up for taking direct debits. You are able to set up a standing order with bank for your designated rent due dates.

Your yearly rent is calculated as your weekly rent times 52 weeks, divided by 12 payments (monthly) or 4 payments (quarterly).

Please refer to your tenancy agreement to see whether bills are included in your rent.

If you have paid us a retainer, you can deduct this amount from your first rental instalment.

You can still live in your Home till the end of your contracted period; however you will become liable for council tax during this time. If you no longer want to live in your Home, we can help you find somebody to take over your contract, however this cannot be guaranteed.

Please give us a call and we will work with you to find the best way in which to pay your rent. All rent is due in advance.

Please note, if your payment is more than 14 days late and we have not heard from you, then as per your contract late payment charges will be applied to your rent account.

Payment can be made via bank transfer or via standing order.

Please see your welcome email for Student Cribs bank details.

Your contract will outline the dates on which your rental payments are due. If you believe you will have difficulty paying on these dates please contact us to discuss this. Please note that all tenants will need to pay their first instalment of rent before we can release keys to any tenants on joint contracts.

Renting a Home

You don’t have to be a student to live in a Home, but you may be liable for council tax If you live within our student homes. You could find out the cost through the council. If you are not a student, you must be a working professional to live in our Home.

You are committed under your tenancy agreement to pay the full contracted rent, unless you can find someone to take over the remainder of your contract.

You will not be able to move in before the start date of your tenancy.

Do not sign the agreement if you do not understand. In your contract there are definitions that should help explain anything that is not clear. You can also give us a call or email manager@forwardthinkinglettings.co.uk. 

 We also need you to send us proof of you ID (drivers licence or passport) and/or (if applicable) we need your guarantor to send us proof of ID and proof of address (utility bill or similar dated in the last three months).

After signing your agreement online it will automatically send us a copy so there is nothing you need to do apart from sign.

Your holding deposit reserves the house for 5 working days. In this time you need to send us your documents and sign the tenancy agreement.

This is someone who is willing to guarantee your rent payments on your behalf. This is standard practice with student and professional rental properties due to your employment status. A guarantor is signing the tenancy agreement confirming that they are guaranteeing your obligations in the contract.

Property laws are different outside of the UK. This means that it is not possible for your guarantor to be based elsewhere.

If you do not have a UK based guarantor, you can either use Housinghand which will act as a guarantor on your behalf or you can pay a larger deposit. 

If you are student then there is a deposit to pay. If you are professional then unless you have a UK guarantor you do have to pay a deposit. The £100 holding retainer paid to reserve your property will be deducted from your first month’s rent.

Joint and several liability means that both individually and jointly all of the tenants are individually and jointly responsible for paying rent and for all other tenants’ responsibilities during the tenancy.

You sign the tenancy agreement online. There are clear instructions when you open the document, please ensure you sign your first and last name (no initials).

You will need to pay your rent either monthly or termly, in accordance with your tenancy agreement. 

The easiest way to ensure your rent is paid on time is to set up online payments via your internet banking. Many of our tenants have found this to be an easy way of making payments with the added benefit of not having to remember payment dates! 

To help us identify your payment and save you hassle with having to provide proof of payment, please ensure the reference on your payment details the house and your room number. For example, if your home is 12 Newcombe Road and you reside in Room 1, your reference will be: 12NEW Rm1

In order to exit your contract you will need to find a replacement tenant to take your room. The rest of your group will need to agree to this person. Once this is done we can reissue a new contract for everyone to sign. Until the new contract is signed by all parties (all Tenants, all Guarantors and the Landlord) you are legally contracted and obliged to pay your rent.
We can assist with finding a replacement tenant but it is the responsibility of the tenant to find a replacement once contracted. 

Your group will only have the house once all the tenancy details forms have been completed, a contract has been sent out, all tenant and guarantors have signed, all remaining retainers have been paid and all identification for tenants and guarantors received. Then the landlord will contract the property and you will be notified of this by email.

We have no admin fees!! They’re unnecessary, dated and stop you from getting the most for your money.

After paying the holding retainer we ask you to fill out a tenant details link that we email over to your whole group. When this is done we send out the tenancy agreement via email.

You contact your point of contact and they will get the ball rolling.

Make an enquiry on our website or by calling us at 0247 51 22 645

Right to Rent Check

No you do not, IF your new agreement begins at 9am on the date that your current contract ends you are exempt from a Right to Rent check, as you are not taking out a new contract with us.

If you are renting a different property with us, or have a break in your contract, you must have another check carried out, this is because, legally, you are entering into a brand new contract with us.

Yes, an expired Passport is acceptable for the check.  

If you do not have a Passport, you will need to provide one “Category 1” document or two “Category 2” documents from the Available Documents list which can be found here. 

A right to rent check is a check of your Passport  to verify that you have the right to rent a residential property in the UK.  This consists of comparing a copy of your passport that we must receive in advance with your actual passport in-person. Due to COVID the Gov guidelines for have changed, allowing the passport check to be carried out remotely  via video call, with a further follow up check in person once you have moved into your property and restrictions have been lifted.  

Virtual Viewings

Currently due to Gov guidance, we are urging all prospect tenants to view our properties online. If you would like to secure a Home, Virtual Viewings are available and have been designed to closely replicate in-person viewings.

During a Virtual Viewing you will review a video tour of your chosen property, details of the tenancy and any questions you may have. This will be done while on the line with a member of our Lettings Team. This is to ensure you have access to as much information about a property as possible, while remaining safe at home.

If the Home you are interested in letting is due to have refurbishment or renovation work completed before your move-in date, your Virtual Viewing will also cover the work that is due to be completed.

You contact your point of contact and they will get the ball rolling.

Booking a Virtual Video is simple! Once you make an enquiry a member of staff will contact you to arrange a date and time for your virtual viewing.

A Virtual Viewing is a one-to-one meeting with a member of Lettings Team, conducted completely online. During this meeting, you will review a Live video tour of the property, details of the tenancy and any questions you may have.

If the Home you are interested in letting is due to have refurbishment or renovation work completed before your move-in date, your Virtual Viewing will also cover the work that is due to be completed.

Yes! Once you have completed your virtual viewing with a member of our Lettings Team, you can proceed with the letting process and secure a Home for next year.

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