Tenant Hub

Candles and incense aren't permitted, as they're a fire risk. Smoking isn't allowed inside any property. You can smoke outside in the garden or courtyard, but not directly outside entrance doors, where smoke can drift inside and disturb other tenants. Most of our properties aren't suitable for pets, but special consideration is given to emotional support animals. If you'd like to bring a pet, each request is considered case by case by the landlords and rental team.

Guests are welcome to stay for up to three nights. If you're planning a party, please let your neighbours know in advance.

You need a TV licence if you watch or stream live TV, or use BBC iPlayer, on any device, including your phone or laptop. If your property comes with a TV, you need a licence even if you don't use it, unless you tell TV Licensing. TV Licensing actively checks student homes and fines can be high. Find out more at tvlicensing.co.uk.

We insure the building, but you'll need your own contents insurance. A joint policy with your housemates usually works out cheaper. Full-time students may already be covered by a parent's or guardian's home policy, so it's worth checking first.

Full-time students are exempt from council tax, but you're responsible for telling the council you're a student. They may ask for proof of your student status.

Most of our properties are ready for a Virgin Media installation. Tenants set up their own broadband account at the start of the tenancy and can claim back a reimbursement for broadband costs. The amount is set out in your tenancy agreement.

Parking is limited to the number of vehicles stated in your contract, if any. Where there's no driveway, you may be able to apply for a council parking permit. Permits aren't guaranteed at our purpose-built student blocks and we have no influence over this. Permits are issued at the local authority's discretion and you apply through their website.

Our larger developments have an individual postbox for each property, suitable for letters and small parcels. If a larger parcel can't be delivered, the courier will leave a note or may leave the parcel outside your door. We don't have a concierge service.

If you feel your mental health is struggling and affecting your tenancy, please get in touch for support.

Every property has on-site recycling. You can find your collection days on your local council's website by entering your postcode.

Our office is open 9am to 5pm, Monday to Friday. Email is the best way to reach us, so your query goes to the right person: admin@superunihousing.co.uk. This is a shared inbox for the rental team. You can also call us on 01962 842864.

Our complaints procedure is set out in the tenants' manual and in our Complaints Procedure document, which you can view here: Complaints Procedure. If you're not a tenant, please email our admin team.

Contact your housemates to see if they can let you in. If not, ask a friend if you can stay with them. You can ring the office during opening hours to request a replacement key; there's a charge for replacements.

Major water leaks (for example, water coming through the ceiling) and gas leaks are emergencies. Call our office straight away on 01962 842864. The same number is used out of hours. If there's a fire, call 999 immediately.

Report it on Fixflo, then ring the office.

If you smell gas, open the windows, don't use any switches or flames, leave the property and call the National Gas Emergency Service on 0800 111 999. If there's a fire, get everyone out and call 999, then let us know once you're safe. If you have a major water leak, report it on Fixflo, then call the office.

Report it through Fixflo, our online maintenance portal. Your request goes straight to our in-house maintenance team and is logged and tracked, so nothing gets lost.

Our maintenance team attend to repairs as quickly as they can. They prioritise jobs so that, for example, no hot water is dealt with before a dripping tap.

Open windows and use extractor fans when cooking and showering. Dry clothes in the tumble dryer or outside where you can, and keep the heating on at a steady, low level in colder months. Keep your bedroom ventilated. If you spot mould, report it through the maintenance portal so our team can take a look.

We provide a general instruction manual for all the appliances we supply. If you need the specific manual for an appliance, just ask.

If you think a payment will be late, for example because your student loan is delayed, please let us know as soon as possible.

If your rent includes bills, it covers water, electricity and gas, and you should forward any utility bills you receive to the office straight away. We take regular meter readings, and if usage is high we'll write to let you know. If it hasn't come down by the end of the tenancy, the excess may be charged. If your rent doesn't include bills, you're responsible for all utilities, and any billing errors need to be sorted out with the supplier.

Contact your property manager or our finance team. We'll work with you to agree a payment plan that's manageable and stops you building up a large debt.

Contact your housemates first to get in. If you need the access code, call or email the office. There's a charge for a replacement key.

Your move-in date and time are in your tenancy agreement, and entry is usually from 2pm. Details of the move-in process are emailed about a month before your tenancy starts.

We provide properties professionally cleaned, and they must be returned in the same condition. A member of the rental team will carry out an end-of-tenancy inspection and send your group a schedule of findings, including any deductions. If the group agrees, reply with all tenants copied in and we'll process the deposit return. If you disagree, reply with the whole group copied in so we can discuss it. The undisputed part of the deposit will be returned to you, and only the disputed amount held while we talk it through.

You can replace someone in your group as long as they agree to it. Contact our team as soon as you know you want to do this. If you need to leave the tenancy early, please speak to a member of our team, as the options depend on the type of property you're in.

Contact your property manager, who will be best placed to provide one.

For council tax exemption you'll need your Student Certificate (from your university) and possibly your tenancy agreement. This usually confirms your term-time and home address. If you can't find your copy, contact your property manager.

You will be provided with a manual at the start of your tenancy. If you have any questions, please don't hesitate to contact us.

We're happy to extend a tenancy on a case-by-case basis. Please speak to your property manager.