FAQs

Top 20 questions about UCNEST

Making a booking

Can I view your rooms?

Yes, you can arrange a viewing appointment online or by calling us on +44 20 7043 1185

How do I book a room?

Please follow these Five steps:

  • Register with us online
  • Find the property you want to book
  • Submit application online
  • Pay the relevant fees
  • Your agreement will be sent to your email to sign electronically

Paying the rent

Are bills included with the rent?

This depends on the property, please check our property page to find out if bills are inclusive. However, Council Tax is not included in any of our properties.

Do I need to pay anything else before I move in?

You will need to pay your rent, and we offer you a choice of two payment plans. There are no other costs – no taxes added on, no hidden extras.

Can I pay rent by instalment?

You have two options to pay:

  • Monthly: all tenants paying monthly need to have a UK-based guarantor.
  • Annually: the rent is paid in advance in full and no guarantor is required.

What methods can I use to pay?

You can only pay the rent to our UK bank account, this can be paid via bank transfer or visit the Metro Bank branch in person with cash.

What happens if I realise I won’t be able to make a payment on time?

For us to be able to provide our high level of service, we do need and expect our residents to pay their rent on time. Overdue payments will incur interest charges, deduction of your deposit or Local Authorities will be reported to serve you notice to leave the property.

What is a guarantor?

A guarantor is someone who takes joint financial responsibility for your tenancy and is liable to pay your rent if you are, for any reason, unable to pay an amount owed to Urban and Campus Nest Ltd. We have the right to legally pursue your guarantor for recovery of outstanding monies, so it is important that he or she understands their liability.

We have the right to legally pursue your guarantor for recovery of outstanding monies, so it is important that he or she understands their liability.

Who needs a guarantor?

Only clients that choose to pay by instalments need to have a guarantor.

Who can be a guarantor?

There are four main factors that affect if someone can act as a guarantor. These are:

  • They must be a UK resident and over the age of 18;
  • They must be a homeowner;
  • They must be in full-time employment;
  • Their income must be able to cover the costs associated with the rent in the tenancy.

Do I need to pay before signing my agreement?

Yes; to book a property on UCNEST, you must pay the Application Fee before we process your application, and pay the Holding Deposit before signing your agreement. Please note that the Application Fee is non-refundable.The Holding Deposit, too, is non-refundable unless we are unable to make you an offer of accommodation, in which case we will refund it in full.

Please note that the Application Fee is non-refundable.

Can I change the content of agreement after I signed it?

The agreement once signed and dated it will be legally binding, if you do not understand this agreement, or anything in it, we strongly recommend that you seek independent legal advice from a Solicitor, Citizens Advice Bureau or Housing Advice Centre.

What if I want to terminate my agreement early?

Sorry, the agreement may not be terminated early unless the agreement contains a break clause, written permission is obtained from the Landlord, or the ownership of the property changes with notice being served.

Can I transfer my agreement?

The replacement person has to be approved by the Landlord and have passed credit and reference check before this agreement can be transferred and the tenant agrees to pay administration fee.

Check in

Can I move in early?

You can only move into your room from the start date of your tenancy onwards; our standard tenancies have fixed dates and cannot be changed. However, if you need to move in earlier it may be possible to book an additional short stay tenancy if a room is available. This would involve signing another set of paperwork and you will be charged for any additional nights. Please contact us for more information.

Who do I speak to if I have problems with my tenancy?

You can contact our sales consultants in China or letting consultants in the UK.

Can I still check in if I haven't paid rent yet?

Unfortunately no. It’s really important that your rent is paid on time.

What if I need to check in out of office hours?

Our office hour is 9:00am-6:00pm. If you want to arrive out of office hours, please speak to us first, we do, however, reserve the right not to arrange check-in out of office hours.

What documents do I need to bring when I check in?

Please bring an official form of ID with you (such as passport or provisional/driving license). You also need to bring the original signed tenancy agreement with you, as well as proof of payment showing your rent has been paid.

What happens on the day my tenancy starts?

The Holding Deposit will turn into your Security Deposit, to be held under a Tenancy Deposit Protection Scheme until the end of your tenancy.

What happens when my tenancy ends?

After you vacate the room the Security Deposit will be refunded to you, minus the cost of any damage, the cleaning charge, and any unpaid rent and utility bills.

Where is my deposit being kept, and when can I get it back?

The deposit will be registered with an approved Tenancy Deposit Protection Scheme within 14 days of the commence of the Joint Tenancy until you move out of the property. Your tenancy deposit should usually be refunded (if appropriate) to the tenant by bank transfer within 30 days from when the Online Repayment Form on UCNEST tenant’s portal is submitted.

Living with UCNEST

Can I have guests to stay?

We want you to consider your UCNEST room as your home and we are happy for you to have guests to stay. We allow guests to stay overnight for up to two weeks. All we ask is that you let us know and that you consider your other flatmates and treat them with courtesy. You are responsible for any guests that you have staying with you, and you are liable if they cause any problems.

Can I smoke in my room?

No, you can’t smoke anywhere in the flat. As per your Tenancy Agreement, if you’re caught smoking, or tampering with smoke/fire detectors, you’ll be liable for a fine.

Can I keep my pet in the property?

It is not permitted to keep any cats or dogs at the property and not to keep any other animals, reptiles or birds or other living creatures that may cause damage to the Property, or annoyance to neighbours.

What happens if something in my room doesn’t work, or there is a problem with my room?

Our maintenance staff will keep everything running smoothly. Simply log the problem to our staff and we’ll be on the case.

What happens if I break or damage something in the room?

Please tell our staff; as soon as possible. You will be required to repair or replace the item, and the cost will if necessary be deducted from your deposit.

Who cleans the kitchen, the toilet and bathroom and the other shared spaces?

For us to be able to provide our high level of service, we do guarantee cleaning service for communal area every two weeks. However, out of consideration for your flatmates, we expect you to put your food away, to wash up after cooking and eating, and to keep the shared spaces reasonably tidy and clean.

Whose responsibility is it to clean my room?

For us to be able to provide our high level of service, we do guarantee cleaning service for communal area every two weeks. You’ll be in charge of cleaning your own room.

Is there a washing machine? Is clothes-washing detergent provided?

We do provide washing machine, but where there are, detergent is not provided. You’ll need to pick up washing powder/liquid/tabs and maybe some fabric softener when you go to the supermarket.

Will I get reference letter from UCNEST after I terminated my agreement?

Yes, we can provide reference letter if your tenancy was for one year or over.