Over the years we have compiled a list of the most asked questions which may help you during your stay with Derwent Living.
Q - Is there a deposit to pay, is this refundable?
A - A deposit of £250.00 is payable when you accept an offer of accommodation. This money can be used to offset any amounts you owe us, but otherwise it will be returned to you at the end of the tenancy.
Q - How much is the rent per week?
A - We charge rent for the whole tenancy period rather than week by week. However, your rent works out at the equivalent of £79.00 per week in a standard room and £65 per week in a basement room; this includes water and electricity bills, and the weekly cleaning service but we may charge an energy supplement if your electricity consumption is high.
Q - Where do I collect my keys from?
A - Keys are collected from the office on site; you will need to bring photo Proof of ID for example, driving licence/passport. If you do not have one of these, contact us to agree a form of ID.
Q - When can I move in?
A - You can collect your keys during Intake weekend which is Saturday 25th and Sunday 26th September 2010. If you are arriving after this date or out of hours please contact the Benjamin Russell Court Team to make alternative arrangements.
Q - What is the full postal address for Benjamin Russell Court?
A – The postal address is Benjamin Russell Court, Grasmere Street, Leicester, LE2 7PT Please ensure you also advise sender of your flat number and the room number you will occupy.
Q - Will staff accept mail/parcels?
A – Benjamin Russell Court staff will accept parcels though we do not have much storage space for these, so would appreciate that if you have notification of a parcel or if you are expecting one that you come and check it has arrived frequently or collect it as soon as you are notified
Q – How do I contact the Benjamin Russell Court Team?
A – The Estate Office is open from 8.30am-5.30pm on a Monday to Thursday and 8.30am-5pm on a Friday. We also have security on site after this point who will be able to assist you. Alternatively please email us on brc@derwentliving.com or phone us on 01162 495700.
Q - Is there on site security and how do we contact them?
A - Reliance Security provide on site security out of hours. This is Monday – Thursday 5.00pm to 5.00am and Friday 5.00pm – Monday 5.00am. Security can be located in the Estate Office or can be contacted by phone or SMS on 07500102782.
Q - If I need to report a repair who do I contact?
A - Ring Benjamin Russell Site Office on 01162 495700 or pop along to the office. The on site staff will ask you to complete a repair report form. They will arrange for either a Site Rep or contractor to attend.
Q - How long will it take?
A - It depends on the type of repair and how urgent it is considered. You should be told when you are reporting it whether it is a 24hr (Emergency) Repair, 7 days (Urgent) or 28 days (Normal) repair. If you do not agree with this then please ask us why.
Q - What do I do if I have a repair and it is out of office hours?
A- Please speak to security and they will decide if it can wait or they will contact Service 24. If security cannot be found and it is a genuine emergency then please contact Service 24 on 01162 550711 and speak to the operator calmly and clearly. They will organise for a contractor to come out to you.
Q - What happens if I lose my keys?
A – Any lost keys must be reported to Benjamin Russell Court Site Office immediately. A replacement key will then be given on proof of your identity. The cost for a replacement key is £20.00. If a key is lost outside office hours then contact security who will allow you access to your room.
Q - Who provides Bulbs/Hoover Bags/Irons/Bedding Packs?
A - You need to bring your own bedding and iron. You will also need to purchase your own Hoover bags and bulbs for your bedroom. We will provide bulbs that are in the communal areas only.
Q - How can I pay my rent?
A - You can pay either on-line at www.derwentstudents.com , by debit/credit card/, bny Direct Debit or by cash or card in person at Benjamin Russell Site Office.
Q - Do I get a reduction if I pay my accommodation fees in full?
A - Yes if you decide to pay your accommodation fees in full you will receive a £175.00 discount.
Q - What happens if I don’t pay?
A - We will of course chase you but you may also get charged 4% above the basic lending rate whilst you are in arrears. Non payment of rent will lead to court proceedings.
Q - How and when can I re-apply to live at Benjamin Russell Court?
A - We look to set the rents by November/December so you can book your place for the following year from this time via www.derwentstudents.com or pop into the Site Office at Benjamin Russell Court.
Q -Can I stay over the summer period?
A - Some of our schemes are equipped for this. If you would like to know more information then please call into Benjamin Russell Site Office or look on our website www.derwentstudents.com
Q - Does Benjamin Russell Court have internet access, if so how much?
A - Yes! We ask you to pay a one-off connection fee of £50.00 but once you have paid to get connected, there are no additional charge for using the internet.
Q – Is there a phone line in the room?
A – Yes there is a phone line but it only accepts incoming calls and you are unable to make a phone call from it
Q - Will I need to apply for a TV Licence?
A - TV licences are provided for communal areas only. If you plan to watch TV in your bedroom you will need a licence. Please visit www.tvlicences.com
Q - Is there car parking on site?
A – Benjamin Russell Court can offer car parking on site. However there are very limited spaces and they are allocated on a first come first served basis. There is a fee for this of £200 per academic year. Please note: On intake weekend there is no on-site parking available. The car park you will be able to use is on Mill Lane, which is just opposite Nat’s Convenience Store.
Q - My flatmate isn’t helping to keep our kitchen clean, what can I do?
A - You should first discuss this with your flat mate. If the problem persists then inform staff on site. We will endeavour to help you and your flatmate to resolve the issue.
Q - My flat mate keeps having lots of people around making it difficult for me to use the kitchen. What can I do?
A - Try and talk to your flatmate, Make them aware of the problem you are having, If the problem persists please inform staff on site. Residents are responsible for their guests and must be with them at all times.
Q - What can I do about students being noisy at night?
A - You can call security on 01162 495700 or send an SMS or call them on 07500 102782 and inform the operator that the noise is disturbing you and let them know where the noise is coming from. They will ask the resident to lower or turn the music down. You should then report the incident to a member of staff in the morning.
Q - Can I move rooms?
A - In certain circumstances it maybe possible to move rooms however this is at the discretion of the Scheme/Assistant Manager and is subject to a transfer fee of £50.
Q - Am I allowed visitors?
A - Visitors are permitted for no more than 3 consecutive days. Please remember that you are responsible for them whilst they are staying with you.
Q - How do I make a complaint?
A - A complaint can be made to any member of staff and can be either verbal or in writing. It will be passed onto the relevant member of staff/department. Our complaints policy is available from the Estate Office at Benjamin Russell Court..
Q - Who will deal with my complaint?
A - Once your complaint has been made it will be logged onto our complaints system and the dealing officer will be in touch within 5 days.
Benjamin Russell & Waterway Gardens, Leicester
t. 0116 2495700
e. brc@derwentliving.com
e. waterway@
derwentliving.com
