When is the best time to book?
We suggest that once you have decided to stay with us to book as early as possible so you’ll get first pick. We highly recommend that if you’re planning to share with friends to book in advance as spaces will fill up and it will be hard to group you together.
How do I book?
We take bookings on our website which is fast and easy, at any of our 6 accommodations (Hoxton, Tower Bridge, King’s Cross, St Pancras, Westminster and new for September 2018, Vauxhall), or feel free to call us on +44 (0)207 042 7890 and we can help.
How much do I need to pay to book?
To book, we require a payment of 1 weeks upfront rent and then you can pay the rest in instalments.
Will I get this back?
No, the upfront rental payment gets applied to your first rent installment – meaning you don’t need to wait around for a deposit refund.
What form of payment do you take?
urbanest accepts payments made by credit/debit card or bank transfer. There is no charge when paying with a credit or debit card. Additional fees on bank/wire transfers will depend on your bank so check with them beforehand. We take either forms of payment, so long as it’s not cash/cheque.
What if I change my mind about my booking?
Please check out our cancellation policy at: http://uk.urbanest.com/the-legal-stuff/
When will I receive the tenancy agreement?
Our tenancy agreements are all online – meaning no paperwork! The online tenancy acceptance has the same legal weight as a paper tenancy so you don’t need to be concerned. You can access your tenancy at any time by logging in to your account portal once you have a confirmed booking with us.
When can I move in?
All tenancy dates are available to see at the time of booking. However feel free to get in touch with us if you require an earlier arrival, we will see what we have available.
What is included in my rent?
The rent covers your room, use of the communal facilities, all utility bills such as electricity, hot water and heating, and contents insurance cover. It also includes your 70mbps broadband and WiFi connection.
Are my possessions insured in my room?
We have an agreement with Endsleigh Insurance who provide room contents cover up to £4,000. The full insurance policy is available on request.
Do I need to buy a TV licence?
Every household or apartment in the UK must have a TV license if they intend to watch live TV.
What internet service do you provide?
We provide up to 70Mbps connection to each room with unlimited downloads. A fair and acceptable usage policy applies.
Do I have to pay council tax?
Students are exempt from council tax, so no, you do not have to pay it. You will though have to provide us with a Council Tax Exception letter, which you can get from your universities admin department in the first few weeks of the Autumn term
Who can be my guarantor?
The guarantor needs to be someone in full-time employment either based in the UK or based in your home country. Your guarantor could be your parent or guardian, however it cannot be yourself.
I don’t live in the UK and don’t have a UK bank account – what should I do?
You can pay your rent by credit card or transfer the amount of rent to our client account, please contact the accommodation team for details. When you arrive in the UK we advise you to open a bank account.
When do I need to pay my first rental instalment?
We offer 3 installment types: Fully Upfront, Three Installments and Ten Installments.
The first installment always needs to be paid 14 days before the tenancy begins.
What are the installment dates?
Dates will depend on the type of contract you are on, when you are completing the booking link, all the dates and amounts will be on the booking link.
Do you offer a cleaning service?
Yes we offer a cleaning service should you wish to clean you room or have the flat cleaned. We would recommend enquiring once you have moved in as prices vary from the frequency and the type of flat.
Is there a curfew?
No, there is no curfew at urbanest, your secure access fob allows you to enter and leave whenever you wish.
Can I have a party?
Yes we in each building we have communal areas where we hold regular events. You are allowed to socialise in your room too, but other residents must be respected and therefore noise levels will be controlled. Please be considerate.
Can I have guests to stay?
Yes, so long as they are guests and do not live permanently on the premises. This is because we need to know how many people are living in the building should anything happen. If your circumstances change and you want your guest to stay for a little longer, please arrange a meeting with the accommodation team. Remember you are liable for your guest and you must look after them. Please make sure that your housemates are also okay with them staying out of courtesy.
Can I move rooms once I have moved in?
If you are unhappy with your room we will try to accommodate you. This is subject to availability and price. If you swap rooms with another student you must inform the accommodation team immediately.
Can I cancel my room?
Please check out our cancellation policy page here http://uk.urbanest.com/the-legal-stuff/
Can I live in an urbanest building if I am not a student?
urbanest buildings are designed as student accommodation and so we can only accommodate full-time students.
Is there a car park?
It’s very hard to park in London as there are congestion and parking fees, however we are very close to public transport links.
Can I bring my bicycle?
Yes, with pleasure. We have a bicycle store and you can rent a bicycle (for free!) on a yearly or termly basis as well.
Can I smoke in my room or in the building?
urbanest properties are non smoking buildings. If you are caught smoking or tampering with smoke/fire detectors you will be liable for a fine as it’s against the law.
If I vacate the property over the university holidays do I need to move my possessions out?
No. During the term of the tenancy the room is for your use only and you will only need to move out your belongings on the tenancy end date.
What comes with the room? What will I need to purchase before the move in date?
All the rooms are fully furnished but you will need to bring your personal belongings including bedding, towels, crockery, cutlery and cooking utensils.
How secure is my room?
Each room has an electronic swipe fob entry/locking system so that your belongings are safe.
How secure is the building?
urbanest buildings are ‘Secured by Design’ certified, which means they have reached not only a minimum standard of physical security – the doors, locks, windows, lighting, alarms etc. – but also when the layout of the development hugely reduces the opportunity for crime.
Who do I contact if I have an emergency or problem?
You will need to contact the on-site accommodation team or the emergency services, depending on the problem. Details of all contacts will be supplied to you in your tenant handbook when you first check-in.
What is the cost of the laundry?
The washing machine costs £2.50 and the dryer is £1.50.
How do I make a suggestion or pass on feedback?
We are committed to providing high-quality service across all functions of urbanest; from front-of-house staff to the maintenance team on-site.
Should you have any suggestions on how we can make things even better, you can simply let us know at urbanest.com/feedback – a member of the team will review your suggestion and get back to you with what we will do within a few days.
What if I need to make a complaint?
Unfortunately, sometimes things go wrong, and we hope you never have cause to complain, but if it does we need you to tell us about it. This will help us to improve our standards.
How do I do this?
Please contact us in writing in the first instance by e-mailing email@example.com with the following information:
– Your name
– Contact details such as telephone number and email address
– Details of your complaint
– Details of actions you have already taken, or anyone you have already spoken to
What will happen next?
A member of the urbanest team will reply within 24-hours to acknowledge your complaint, with information on when someone will respond your complaint. We have up to 7-days to respond to your complaint.
What if I’m not happy with the outcome of my complaint
If you feel our onsite team have not dealt with your complaint correctly then you can contact the Director: Residence Operations in writing at; Urbanest, 101 St Martin’s Lane, WC2N 4AZ. Urbanest is a member of the National Code who can also be contacted via their website: http://www.nationalcode.org/
What is the tenancy agreement?
The tenancy agreement is a legally binding document between the landlord (owner) and the tenant (you). It sets out clearly defined rules of the building and the obligations of the Landlord and Tenant. This is useful because if there are any disputes, both the Landlord and Tenant will refer to the Tenancy Agreement.
How long is the tenancy agreement?
Tenancy agreements for urbanest Hoxton, urbanest Tower Bridge, urbanest King’s Cross, urbanest St Pancras, and urbanest Westminster are for 51 weeks. 51-week and flexible contracts are available at urbanest Vauxhall
When do I move in?
You can move in any time after 3pm on the tenancy start date.
Can I extend my tenancy?
If you would like to extend your tenancy you must notify urbanest as early as possible to ensure your room has not been let to someone else. Bookings happen early every year, so we recommend you rebook early to avoid disappointment.
Can I vary the tenancy period?
Once you have signed your tenancy agreement you can not shorten the tenancy period.
Can I sublet my room (e.g. let through Airbnb)?
No – the tenancy you have signed prevents you from subletting your room. If you are considering leaving your room early, please notify the property management team in the first instance.
Can I change the tenancy move in date?
No, but you can move in any time after the tenancy starts – just let us know and we’ll make sure we are on hand to help you.
Can I cancel my tenancy agreement?
Please see the relevant cancellation policy below.
Before 1-week upfront rent payment is made:
Customer can cancel with no liability.
After paying the 1-week upfront rent payment:
Within 14 days of payment and acceptance of T&Cs: Customer can cancel with refund of 1-week upfront rent if a written letter of cancellation is sent to urbanest UK using either of the below methods.
After 14 days of payment and acceptance of T&Cs: Customer will be liable for the payment of rent and the other obligations set out in the Terms and Conditions of Tenancy (Assured Shorthold Tenancy) The only exception will be if you fail to obtain a visa to enter the United Kingdom. If that should happen, then, provided we receive notice from you by 31 July 2017 (with accompanying proof of refusal), you will be released from the terms of the Tenancy Agreement.
After moving in:
After the customer collects his/her keys, the customer will be liable for the payment of rent and the other obligations set out in the Terms and Conditions of Tenancy (Assured Shorthold Tenancy). In the event the customer wishes to move out, he/she should contact the team who will be able to assist, but the customer must find a replacement tenant to take over the Tenancy and pay any associated administrative and clerical fees of £550 or 1-weeks rent, whichever is the lowest to contribute to administration charges.
How to cancel:
A written letter of cancellation must be e-mailed to: firstname.lastname@example.org. The letter should detail the booking reference which is on your contract (beginning with T), customer name and a reason for cancelling.
Cancellation Policy (2018-19)
The 2018-19 cancellation policy is detailed in full within the Assured Shorthold Tenancy agreement provided at the time of reservation.
If you would like to request to cancel before your tenancy start date, please complete this form for a member of the team to review and respond.