OPTIMA TENANCY HANDBOOK 2018 - 2019 - Fresh Student Living

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OPTIMA TENANCY HANDBOOK 2018 - 2019 - Fresh Student Living
OPTIMA
TENANCY HANDBOOK
            2018 - 2019

                          1
OPTIMA TENANCY HANDBOOK 2018 - 2019 - Fresh Student Living
WELCOME HOME
Hello,
Thank you for booking your accommodation with Fresh Student Living – we’ll do our very best to
ensure that you have a fantastic stay. It’s not long now until you arrive, so we’ve put together
this handbook so you can find out more about your new home at Optima.

We know you have a lot of information to read, but please take some time to read this
handbook, it contains lots of information about your new home and the services we provide.

This booklet includes:
  • Our contact details and facilities
  • Key points about your tenancy
  • What to bring with you
  • What to do in an emergency

If we’ve missed anything out then please give us a call or send us an email. We also recommend
that you follow us on Facebook and Twitter, as we use these to fill you in on the latest
information.

Please remember that you’ll also need to complete the online induction checklist before you
arrive. So if you’ve not done so already, log in to the Fresh Student Portal using your reference
number and email address and it will guide you through the short process.

If you have any questions just let us know, otherwise we look forward to meeting you very soon!

Carys Jarvis,
Accommodation Manager

                                                      STAY IN TOUCH

                                                            01509 277206

                                                            07787 578 796

                                                             optima@freshstudentliving.co.uk

                                                            freshstudentliving.co.uk/optima

                                                            OptimaLoughborough

                                                            @OptimaLoughboro

                                                             OptimaLoughborough

                                                            FreshStudentLiv
OPTIMA TENANCY HANDBOOK 2018 - 2019 - Fresh Student Living
CONTENTS                         THE ESSENTIALS
                                                    YOUR NEW ADDRESS
PAGE 5                                              Your Flat/Room Number, Optima, Greenclose Lane, Loughborough, LE11 5AS
THE ESSENTIALS

PAGE 6                                              OPENING HOURS
BEFORE YOU ARRIVE                                   The Accommodation Team is available during the below hours. If the office is unmanned
                                                    during these hours, please use the emergency mobile number below to contact staff.
PAGE 7
WHEN YOU ARRIVE                                     Monday - Friday : 8:30am - 5pm
PAGE 8
STAYING CONNECTED
                                                    OUT OF OFFICE HOURS EMERGENCY NUMBER
                                                    In case of an emergency you can contact someone outside of office hours on our
PAGE 11                                             emergency number. You might like to save important contact numbers like this on
LIVING WITH US                                      your mobile phone so you always have it to hand.
                                                    07787 578 796
PAGE 12
THE STUDENT PORTAL
                                                    THE ON SITE TEAM
PAGE 13                                             The on site Accommodation Team are available to ensure you enjoy your stay, whether
THE FINANCIAL BIT                                   it be managing your account, running social events or sorting your post. The details for
                                                    the team at Optima are available on our website under www.freshstudentliving.co.uk
PAGE 14
THE SERIOUS STUFF                                   HOW TO FIND US
                                                    Here’s is a map of our location. We’re in the very centre of Loughborough behind
PAGE 16
                                                    Sainsbury’s and next to the Schofield complex. We’re the building with the stone
PEACE OF MIND
                                                    archway and the Fresh Student Living flag!
PAGE 17
HOW TO REPORT A MAINTENANCE REQUEST                                                                                                                                                                                 d
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OPTIMA TENANCY HANDBOOK 2018 - 2019 - Fresh Student Living
BEFORE YOU ARRIVE                                                                               WHEN YOU ARRIVE
 PREPARING TO MOVE IN - INDUCTION                                                               ON ARRIVAL
 Before you arrive you will need to pay your first rent instalment. Dates for this can be       You will receive an introduction email before you arrive, it’s a good idea to bring a
 found on your Tenancy Agreement. You can check the dates and make the payment on               copy with you, it details what to do when you arrive and offers advice and guidance
 the Student Portal. See page 12 for details of the Student Portal.                             on travel and parking.

 Before you arrive you will also need do the following via the Student Portal;                  When you first arrive please come to reception and remember to bring with you the
 • Complete your Induction.                                                                     below so we can give you your key;
 • Upload a passport style photo to your profile.
 • Book your move in slot. That way we’ll know when to expect you and we can make                • Proof of being a student (e.g. a confirmation letter from your University, College or Language School)
    sure your room is ready and waiting for your arrival!                                        • Photo ID (Passport or Driving Licence)

 WHAT TO BRING WITH YOU                             PLEASE DON’T BRING                          We will then give you a tour of the property and help you settle in. If you aren’t sure
 Your room is fully furnished but you will            • Fridges (including mini-fridges)        how things work, just ask a member of the team.
 need to bring your own:                              • Deep fat fryers/Chip pans
   • Bedding                                          • Candles/Incense                         If you know you will be arriving out of office hours, please let us know so we can
   • PC or Laptop                                     • Large pieces of furniture               make sure someone is available to welcome you to your new home.
   • Towels                                             (it may not fit in your room
   • Coat hangers                                       and you will then have
   • Toiletries                                         nowhere to store it)
                                                                                                YOUR ROOM
                                                                                                You’ve got your keys, it’s time to settle into your room. You will need to complete
   • Toilet paper                                     • Portable electric heaters
                                                                                                the “Inventory’ on the Student Portal within 48 hours of your arrival.
   • Studios: kitchen pieces (plates,                 • Pets
     cutlery, kettle, toaster, pans and
                                                                                                If you do not complete the form, any damaged or missing items will be deemed to
     microwaveable dishes)
                                                                                                be your responsibility.
   • Iron and Ironing Board

 KIT YOURSELF OUT!                                                                              YOUR NEIGHBOURS
 Don’t forget you can order a range of kitchen and bedding packs online before you              If you’re in a shared flat, it’s usually a good idea to take some time to introduce
 arrive - and there’s 10% off if you use the code FRESH10 at the checkout!                      yourself to your new flatmates or neighbours, if they’re around. Remember, everyone
 Find out more at: www.unikitout.com/collections/fresh-student-living.                          is new, so don’t be shy!

                                                                                                Make sure you look out for our social events on Facebook – that way you can keep up
 TENANCY DEPOSIT SCHEME                                                                         to date with our exciting introduction activities and events.
 Your Booking Fee converts to a Damage Deposit once your tenancy commences.
 The Damage Deposit is refundable at the end of your tenancy, less any deductions               We want you to make your room your own, but please don’t use sticky tape,
 for damage or charges due. This is safeguarded by the Tenancy Deposit Protection               ‘blu-tack’ or similar adhesive, stick pins, nails or screws into the walls.
 Scheme. You can find out more about the Tenancy Deposit Scheme here
 www.tenancydepositscheme.com.
                                                                                                 DON’T FORGET...
                                                                                                 Please bring photo ID (Passport or Driving Licence) with you when you come to pick
                                                                                                 up your keys!

                                                                                            6                                                                                                               7
OPTIMA TENANCY HANDBOOK 2018 - 2019 - Fresh Student Living
STAY CONNECTED
YOUR INTERNET
ASK4 provide your wired broadband and WiFi connection. Their market leading broadband
gives you access to the UK’s fastest speeds and is backed up by a support team if you
need any help. To contact ASK4 directly please call the support team on 0114 303 3232
(Multilingual and operates 24/7) or email support@ask4.com.

You are able to connect at least 5 devices to the network at one time and you get up to
30Mbps free which should be great for most of you. If you like, you can upgrade to a higher
connection or take advantage of additional internet services.

To find out more about your internet connection please take a look at their website.
www.onlinelifestyle.ask4.com.

Download the free ASK4 app today to manage your account and access a host of user guides
with one click. Just search “ASK4” in the App Store or Google Play.

YOUR TV
Remember, if you bring a TV with you (or if you are watching catch-up TV, such as iPlayer or
live TV online) you’ll need to have a valid TV Licence too.

POST
Letter boxes are located in the reception area. If you’ve been sent a parcel that doesn’t fit
in the letter box we’ll put a slip in there to let you know. You can then come and sign for
the delivery in reception during office hours. Please bring your ID with you when collecting
parcels.If you lose your letterbox key there is a charge of £25 for a replacement.

LAUNDRY
There is a coin laundry located on the ground floor next to the Bicycle store. Instructions
on how to use the machines can be found in the laundry room, if you are unsure do not
hesitate to ask one of the team.

CAR PARKING
Unfortunately, we cannot offer customer car parking on site. Due to local planning
restrictions all customer cars are strongly discouraged to be used in the town and to be
parked at the property. Your visitors can park in bays close to Optima, please make sure you
check for any restrictions.

BIKE STORE
The bike store is located on the ground floor opposite the laundry. Please make sure you
bring a lock or method of securing your bicycle to the rack.

                                                                                                8   9
OPTIMA TENANCY HANDBOOK 2018 - 2019 - Fresh Student Living
LIVING WITH US
     HOUSE RULES                                     ILLEGAL SUBSTANCES
     We think we’re pretty easy going, but           The use of illegal substances is not
     there are a few rules that we’d ask you         permitted at Optima. If we have reason
     to stick to, for your own safety and the        to believe that you are using or passing
     comfort of others.                              illegal substances to others, we will
                                                     take the following action:
     WINDOW RESTRICTORS                               • Report you to the Police
     Window restrictors are installed in the
                                                      • Report you to the University
     accommodation for your protection.
     You are not permitted to tamper with or          • Serve a warning notice detailing
     remove restrictors at any time. If we have         future action that will be taken if
     to re-instate window restrictors there will        the incident
     be a recharge to you.                              is repeated
                                                      • Support any police action/
     SMOKING                                            prosecution
     The building is a smoke-free zone, this         This could result in your tenancy being
     includes your bedroom, bathroom and             terminated and losing the right to your
     kitchen, as well as any communal area and       Tenancy with us.
     outside underneath windows, or on the           We do not condone the use of Legal
     roads, paths or pavements immediately           Highs in any of our properties. In the
     outside the building. This includes the use     event of a customer using Legal Highs
     of e-cigarettes.                                action could be taken if a customer’s
                                                     behaviour is deemed inappropriate
                                                     or anti-social as a result of their use.
     NOISE & ANTI-SOCIAL                             Please note we will not accept delivery
     BEHAVIOUR                                       of any legal high substance at any of our
     We want you to enjoy living with us but we      property. The production,
     ask that you respect your fellow residents      distribution, sale and supply of
     and keep noise to a minimum especially          legal highs is now an offence that
     between the hours of 11pm-8am and during        is punishable by up to seven years
     exam periods, that way we can make the          in prison, after the Psychoactive
     building a pleasant and enjoyable place for     Substances Act was brought into effect
     everyone.                                       on 26 May 2016.

     PETS                                            SUSTAINABLE LIVING
     Fresh Student Living operate a strict no
                                                     We are committed to having a positive
     pet policy. With the exception of guide
                                                     social and environmental impact. We
     dogs, you are not permitted to keep pets
                                                     can achieve this with your help by
     or allow any pets of any kind into the
                                                     focussing on:
     building.
                                                      • Reducing energy consumption
                                                      • Preserving water supplies
     OVERNIGHT GUESTS
     You may have occasional overnight guests.        • Reducing waste
     Please do not invite someone to stay for         • Reducing our carbon footprint
     more than 3 consecutive nights and out of       For tips on how to help us refer to our
     courtesy always consult with your flatmates     Sustainable Living Guide, on the Living
     first. All visitors must be signed in and out   With Fresh section of the FAQ’s on our
     at reception.                                   website.

10                                                                                               11
OPTIMA TENANCY HANDBOOK 2018 - 2019 - Fresh Student Living
THE STUDENT PORTAL                                                                                THE FINANCIAL BIT
THE FRESH STUDENT LIVING STUDENT PORTAL                                                           HOW TO PAY
                                                                                                  Paying your rent is simple and can be done online 24 hours a day. You can pay your
The Student Portal is an online system that gives you access to important information             rent by logging into the Student Portal and selecting the Financials tab, here you can
about your stay with Fresh Student Living.                                                        review your financial statement and make rent payments. You can pay with a Debit
                                                                                                  or Credit Card.
You can find your Tenancy Agreement, booking details and financial statement. You can also
complete your inventory, log maintenance requests, pay your rent, refer a friend and even         PAY TO STUDY
rebook your room for next year.                                                                   You can also pay via Pay to Study. Pay to Study allows you to make your international
                                                                                                  payments to Fresh Student Living free of charge while receiving competitive foreign
      To access the student portal please visit:                                                  exchange rates. Where Pay to Study has a local bank account, Pay to Study will
      www.freshstudentliving.co.uk/studentportal                                                  eliminate the international banking charges usually associated with international
                                                                                                  payments.
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                 For more information and to make a payment please visit
on the ‘Change Password’ page.                                                                    www.freshstudentliving.paytostudy.com

If you have any questions about the Student Portal please come and see us at reception.           FUTURE PAY
                                                                                                  FuturePay is an internet based equivalent of a traditional standing order or direct
                                                                                                  debit facility, but instead of the payment coming out of your bank account 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 from your card
                                                                                                  on the future due dates.

                                                                                                  For further details of how FuturePay works visit
                                                                                                  www.worldpay.com

                                                                                                  SETTING UP A UK BANK ACCOUNT
                                                                                                  If you would like to set up a UK Bank Account when you arrive just let the
                                                                                                  Accommodation Team know. They will be able to provide you with the details of the
                                                                                                  local banking facilities, we suggest you check them out first to make sure you are
                                                                                                  happy.

                                                                                                  You will need to make an appointment at the branch of your chosen bank. You will
                                                                                                  need to take some identification (ID) with you:

                                                                                                   • Your Passport
                                                                                                   • Letter from University/College to prove you are a student
                                                                                                   • Copy of your Tenancy Agreement – your Accommodation Team can provide a copy
                                                                                                     or you can print via your Student Portal

                                                                                                  At the appointment the bank will advise you on the best account, it should not have
                                                                                                  any charges. The bank will then send you your bank card and your pin number
                                                                                                  separately (keep them safe).

                                                                                             12                                                                                            13
OPTIMA TENANCY HANDBOOK 2018 - 2019 - Fresh Student Living
THE SERIOUS STUFF
 YOUR TENANCY
 Your tenancy agreement is an Assured Short-hold Tenancy. This means you have a
 right to stay in your room/studio until the end of the agreed tenancy period. We
 cannot evict you without a court order. When you signed your tenancy agreement
 you made a legally binding agreement with Fresh Student Living to keep to the
 terms and have accepted the responsibilities of the agreement.

 We   expect you to:
  •   Pay your rent at the agreed time
  •   Look after your accommodation and keep all areas clean
  •   Behave appropriately within the building and surrounding areas
  •   Be respectful to other residents

 We   will:
  •   Carry out repairs within the property and ensure it is a safe and secure place to live
  •   Keep the communal areas clean
  •   Carry out regular health and safety checks

 ROOM & FLAT INSPECTIONS
 You are responsible for cleaning your room, bathroom and kitchen. We will carry out
 full room and flat inspections at least three times during your tenancy period where
 we will check for cleanliness, damage and for missing items.

 At each inspection you will be informed if there is to be a charge for repairs and
 cosmetic restoration works. You will be invoiced for recharges for the first two
 inspections and on the final inspection a deduction will be made from your deposit.

 The recharges for cleaning, damages and missing items can be found at the end
 of this handbook. At the end of your tenancy you will be expected to leave your
 accommodation clean, remove all rubbish and leave all fixtures and fittings as you
 originally found them.

 TERMINATION OF YOUR TENANCY
 As a tenant on a fixed term Assured Short-hold Tenancy you do not have the right
 to end your tenancy early even if you later are no longer a student. Fresh Student
 Living can seek repossession of your tenancy if you fail to pay your rent or breach
 the terms of your Tenancy Agreement.

                                                                                               14   15
OPTIMA TENANCY HANDBOOK 2018 - 2019 - Fresh Student Living
PEACE OF MIND                                                                                         HOW TO REPORT A
                                                                                                    MAINTENANCE REQUEST
REPAIRS & MAINTENANCE                                                                            VISIT
Repairs and maintenance reporting couldn’t be easier, just report any requests you               WWW.FRESHSTUDENTLIVING.CO.UK/STUDENTPORTAL
may have on the maintenance log via the Student Portal. This can be done from the
comfort of your own room, or on the go 24 hours a day. We aim to assess requests
within the following timescales:
                                                                                                 LOG INTO THE STUDENT PORTAL
   Emergency repairs within 24 hours of being reported                                           USING YOUR EMAIL ADDRESS AND APPLICATION REFERENCE NUMBER
   An emergency repair is any repair required to avoid danger to the health and
   safety of residents. E.g. No power supply, overflow of sewage.

   Urgent repairs within 5 working days of being reported
   An urgent repair is any repair which materially affects the comfort or
   convenience of the customer. E.g. Broken handrails, faulty electrical fittings
   such as the microwave.

   General repairs within 28 days of being reported
   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.

We normally provide you with a minimum of 24 hours notice if we require access
to your accommodation to carry out a repair. Please note that in the case of
emergency we may require immediate access to your accommodation.                                 FOLLOW THESE STEPS
                                                                                                    1.   SELECT RESIDENT ADMINISTRATION
WATER LEAKS OR FLOODS                               ELECTRICAL FAILURE
                                                                                                    2.   LOG MAINTENANCE REQUESTS
Water leaks can be extremely damaging               If you have an electrical failure,
to your home and inconvenient for                   check to see who else has the same              3.   ADD NEW
residents in surrounding flats. If water is         problem – is it other flats, the                4.   COMPLETE THE FORM
leaking into electrical fittings, this can          entire building or the whole street?
be very dangerous. If you spot a leak:              If the entire street is in blackout             5.   SELECT SUBMIT
                                                    this means that this situation is out           6.   WE WILL DO THE REST!
• Call the Accommodation Team                       of our control. Power cuts of this
  immediately.                                      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.
If the water to your flat or building has
been turned off, please check that you              All other power failures should be
have closed all taps and ensure that                reported to the Accommodation
the plug is not left in, in the sink in the         Team or to the emergency
kitchen or your en suite.                           telephone number.

                                                                                            16                                                               17
OPTIMA TENANCY HANDBOOK 2018 - 2019 - Fresh Student Living
CIRCUIT LAUNDRY
     HOW TO USE THE LAUNDRY ROOM - COIN LAUNDRY
     • Make sure you have the correct change.
     • We accept 20p, 50p, £1 and £2 coins

     WASHING GUIDE
     • Open door - Do a quick visual check of the drum to
       ensure there is no residue or substance remaining from
       the previous user.
     • Put the detergent (powder or tablet) into the bottom of
       the drum.
     • Load the washer
     • Close the door
     • Insert coins
     • Select wash cycle
     • Press start button to begin

     HOW TO VIDEOS AND FAQS
     You can also find some useful tips and ‘How To’ videos on
     the Circuit laundry website as well as frequently asked
     questions.

     www.circuit.co.uk/how-to-use-videos
     www.circuit.co.uk/i-want-to-do-my-laundry/laundry-help

     CONTACT CIRCUIT LAUNDRY
     If the Circuit Laundry’s FAQ’s page doesn’t answer your
     query then you can get in touch with them using their
     Laundry card form or by calling them on 01422 820360 or
     0800 032 0070 (8.30am - 5pm Monday – Friday.)

     If you notice a fault with the machines please let your accommodation team know.

18                                                                                      19
SAFETY MATTERS                                                                                           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
                                                                                             注意事项写在这里供大家参考。
Some of the information may be particularly useful to our international students,
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。

Our building has been designed for your safety in the event of a fire. If a fire is          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。
detected on your floor, the fire alarm will activate. On hearing the alarm you must
leave the building and go straight to the assembly point. Do not run or stop to
collect your belongings.                                                                     救护车

Any person found to deliberately set off alarms or to tamper with fire equipment,            如果有人忽然身体不适,请及时拨打999呼叫消防车。请在公寓门口等待救护人员到来并
                                                                                             且帮忙护送伤员。
may face financial re-charges that are levied by the Fire Service.
                                                                                             以下几种情况应该呼叫救护车:

AMBULANCE                                                                                    -有人昏厥或失去意识
If someone has had a serious accident, call 999 and ask for an Ambulance. Ensure that        -有人流血不止
someone is designated to meet the ambulance at the entrance of the building and to           -有人疑似骨折
escort them to the injured person. Situations when an ambulance should be called             -有人身受重伤
include:                                                                                     -有人呼吸困难
                                                                                             -有人被严重烧伤
• If   someone is unconscious or has slipped in and out of consciousness                     -有人有严重的过敏反应
• If   someone is bleeding heavily
• If   you suspect broken bones
• If   someone has a deep wound
• If   someone has difficulty breathing                                                      英国国家医疗服务体系 111
• If   someone has severe burns
• If   someone has a severe allergic reaction                                                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
                                                                                             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 www.111.nhs.
NHS 111                                                                                      uk or www.nhs.uk.
The NHS 111 service is available 24 hours a day. You can call 111 when you need
medical help fast but it’s not a 999 emergency. You can call them from any phone by
dialling 111. For more details visit 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:
We test the fire alarms every                  The assembly point is the Tudor house         我们每周进行火警测试的时             the Tudor house car park, across the
Wednesday                                      car park, across the road from Optima.                                 road from Optima.
                                                                                             间是:
2:30pm.                                                                                      Wednesday 2:30pm.

                                                                                        20                                                                   21
FOR YOUR SAFETY                                                                                               YOUR FEEDBACK
                                                                                                              YOUR FEEDBACK
YOUR FRONT DOOR KEY                                 INTERCOM                                                  CUSTOMER FEEDBACK
Your safety and security is of                      Anyone wanting to visit you will need
                                                                                                              We always want to hear feedback from our customers as we believe it’s the only way
utmost importance to us. You will                   to use the intercom at the main
                                                                                                              we can continue to improve our service. Our commitment to you:
be given a key card or fob which                    entrance to alert you of their
will give you access into the                       presence. You will need to go down                         • We endeavour to provide a good service at all times, however we accept
building, your shared flat and                      to the front door of the building to                         that on occasions we do not always get things right.
your own bedroom or studio.                         let your visitors into the building.
                                                                                                               • We have a positive approach to complaints and regard them as an opportunity
                                                    CCTV                                                         to receive feedback on our services.
You will also have access to the
social spaces with the same key                     The building is covered by CCTV for                        • We will strive to resolve complaints at the earliest opportunity.
card or fob.                                        your safety and peace of mind.
                                                                                                               • We will respond to all queries and complaints in a professional and courteous
                                                                                                                 manner.
KEEPING YOURSELF SAFE
•   Always lock your door - especially late at night and when you go out.                                      • We will endeavour to reach a satisfactory conclusion for both parties.
•   Be vigilant with items such as laptops, mobile phones, game devices and other high value goods.
•   Do not let strangers into the building.                                                                    • We will continually review the service we provide following feedback we
•   Do not let strangers tailgate (follow you) into the building. (Ask to see their key/fob if you are           receive we will make changes and improvements where necessary.
    unsure)
•   If you lose your fob or key, report to reception immediately.                                              • We will carry out an annual customer satisfaction survey via a third party
•   When you have visitors, please escort them in and out of the building.                                       provider to establish satisfaction levels among our customers.
•   Never lend others your fob as this is unique to you and will incur charges if mislaid.

                                                                                                              COMPLAINTS PROCEDURE
GROUND FLOOR ROOMS                                                                                            We want you to love your time living with us but there may be times when we don’t
If you’re in a ground floor room or easily accessible from the ground, we recommend the
following tips to maximise security:                                                                          always get it “right”. We take all complaints seriously and will try our best to fix any
• Keep your blinds/curtains drawn when you are out.                                                           issues first time. If you need help and advice about how to complain or about our
• Ensure windows are locked closed when you are out and on restrictors when you’re in the room                complaints procedure please refer to the FAQ’s on our website, under the Living With
• Keep valuables out of sight and out of reach from windows                                                   Fresh section and “What do I do if I am not totally satisfied?

CRIME STOPPERS
To report a crime anonymously (and in situations which are not an emergency)
call Crime Stoppers on 0800 555 111.

CONTENTS INSURANCE
Contents Insurance with Cover4Insurance is provided for all students. You can also download the
Download the Cover4insurance app. You can take a look at the cover that is provided for you at:

www.cover4insurance.com/insurance-products/block-halls/fresh-student-living
Your policy number is: FRES2018
It is important for you to check this cover, so please take a look on their website to ensure that you
fully understand the protection provided. You may find that you need to extend your cover to
protect all of your possessions both inside and outside of your home.
Visit the review cover link to:
• Check what is covered
• Register to be entered into the Cover4Insurance Free Prize Draw
• Chat to insurance experts through Live Web Chat
• Check how to make a claim
• Extend and personalise your cover
                                                                                                         22                                                                                              23
                                                                                                                                                                                                         23
MOVING OUT                                                                                 SUMMARY OF RECHARGES
                                                                                                Please note these prices are a guide and correct as of July 2018 and relate to 18/19 tenancy agreements.
                                                                                                Should replacement, repair or cleaning costs differ from the below, Fresh Student Living will invoice the
TENANCY LENGTH                                   CHECK OUT                                      tenant accordingly. Please do not attempt to repair the items yourself or arrange for a third party to repair on
                                                                                                your behalf as additional costs could be incurred as a result.
Your tenancy length is outlined on               You will need to book a Check Out
your Tenancy Agreement. We hope                  Inspection with the Accommodation                        Item              Full Charge      Repair Charge                     Item                 Full Charge   Repair Charge
that you don’t need, or want to                  Team. They will inspect the room             2 seater sofa                     £305                         Late payment fee                           £30
leave us before that date, but if                fixtures and fittings against the            3 seater sofa                     £400                         Light fixture                             £100           £50
your circumstances change please                 initial inventory.                           American fridge freezer           £850             £160        Lock                                      £200           £30
                                                                                              Bed frame                         £275              £45        Lock out                                   £10
speak to the Accommodation Team.
                                                                                              Bedside table                     £100                         Mattress                                  £120
                                                                                              Bedroom & en-suite clean       £45-£115                        Microwave                                  £55
TENANCY DEPOSIT SCHEME                                                                        Blinds                            £160                         Mirror                                     £45
                                                                                              Bookcase/Shelves                   £65              £25        Notice board                               £50
Your deposit will be returned (minus any re-charges) at the end of your tenancy. You
                                                                                              Breakfast bar                     £300             £100        Oven                                      £300           £130
will need to log onto the Student Portal to confirm the deposit return and enter your
                                                                                              Carpet                            £300             £100        Oven shelves                               £20
bank details. Your deposit will then be returned to you within 10 days of receiving           Ceiling                           £150              £50        Oven tray                                  £30
these details. We will refund into a UK bank account free of charge, but if we have           Closer                             £40                         Peep hole                                  £10
to refund via IBAN to an international account we will deduct the bank charges from           Coat hooks                         £15                         Pin board                                  £40
the refund.                                                                                   Coffee table                       £75                         Plug                                       £10
                                                                                              Combination microwave             £145                         Premium shower door                       £260           £25
                                                                                              Cupboard door                     £120                         Radiator                                  £115
Please note that even if you move out before this date, your deposit may not be
                                                                                              Curtains/Blinds                   £120                         Replacement Key - room/post/fob/card     £20-£45
returned until after the official end date.                                                   Desk light                         £40                         Rails in wardrobe                          £20
                                                                                              Dining chairs                      £50                         Robe hook                                   £5
                                                                                              Dining table                      £100                         Room door                                 £220           £45
MOVING ROOMS                                                                                  Door                              £250                         Room move fee                              £75
If you want to swap rooms please speak to the Accommodation Team. They will do                Door stop                          £10                         Rubbish bag removal per bag            £10 per bag
                                                                                              Door surround                      £70             £30         Shaver light                               £30
their best to accommodate any requests but please note that a £75 administration
                                                                                              Drain cover (shower)                £5                         Shelf                                      £30
fee will apply.                                                                               Drawers                            £65             £20         Shower bar (holds head)                    £45
                                                                                              Electric heater                   £115             £30         Shower head                                £25

MOVING OUT EARLY                                                                              Electrical ports/switches
                                                                                              En suite door
                                                                                                                                 £20
                                                                                                                                £120
                                                                                                                                                             Single storage cupboards
                                                                                                                                                             Sink
                                                                                                                                                                                                       £150
                                                                                                                                                                                                       £150
                                                                                                                                                                                                                      £25

If you want to move out before the end of your Tenancy Agreement you will need to             En suite Clean                 £45-£115                        Sink Plug                                  £15
find a replacement student to take over your room. As the tenant of the room you              Extractor fan                     £200                         Skirting                                   £60           £30
are responsible for the payment of the rent until another tenant is found, therefore          Extractor hood                    £115                         Soap dish                                   £5
it is advised you find a student to take over your room as soon as possible. A £75            Fire action signage                £15                         Splash back                               £120
administration charge will apply.                                                             Fire alarm                         £40                         Stool                                      £55
                                                                                              Fire blanket                       £25                         Study chair                                £80
                                                                                              Fire door                         £250                         Studio Clean                               £55
REBOOK FOR NEXT YEAR                                                                          Fire extinguisher                 £190                         Taps                                       £60
Thinking of re-booking for another year? Visit the Student Portal to secure your top          Fire sensor                        £40                         Toilet basin                               £60
choice of accommodation for another year. We give our current residents the priority          Floor                       £ as per invoice        £80        Toilet seat                                £20
to re-book their room. So get in there quick, then you can sit back and relax with the        Folding shower door               £120              £25        Towel rail                                 £25
peace of mind knowing you’ve got the best student accommodation for another year.             Fridge                            £200             £100        Tub chair                                 £175
                                                                                              Fridge/freezer                    £300             £130        TV                                        £500
                                                                                              Front door                  £ as per invoice                   TV Remote                                  £50
                                                                                              Fuse box                           £90                         Under bed storage                          £60
                                                                                              Handle                             £25                         Vinyls                                    £350
                                                                                              Headboard                         £140                         Walls                                      £60
                                                                                              Hob                               £265                         Wardrobe                                  £200
                                                                                              Intercom                          £200                         Wardrobe mirror                            £45
                                                                                              Kitchen spot lights                £60                         Window                                    £695           £120
                                                                                              Kitchen work surface              £375                         Window reveal                                             £60
                                                                                              Kitchen clean                      £95                         Work station desk                         £180            £25

                                                                                         24                                                                                                                                       25
STAY IN TOUCH
                     01509 277206

                     07787 578 796

                     optim@freshstudentliving.co.uk

                     freshstudentliving.co.uk/optima

                     OptimaLoughborough

                     @OptimaLoughboro

                     OptimaLoughborough

                     FreshStudentLiv

                                    We hope you have a great year living with us, making
                                       friends and memories that will last a lifetime.
                                   We wish you the best of luck with your academic studies.

                                               We look forward to welcoming you back
                                                          again next year!

     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 important aspects of your student accommodation, but as a resident with Fresh Student Living you will be legally
26   bound to all the terms set out in your signed tenancy agreement.
You can also read