41 Castle Street FAQs – Leicester

Making a Booking and Terms & Conditions:

Where does Host have accommodation?
We are based in major university cities and towns across the UK and Europe. To view our locations check out the locations page on the website.

Can I view a room before I make a booking?
To find out when we have viewings available please contact the relevant management office. You can do this for 41 Castle Street by telephoning 0116 326 2540, emailing castlestreet@host-students.com or you can pop into our Show Flat if you are passing.

How do I make a booking?
If you would like to book a room, you can do this online by clicking the “Book Now” tab at the top of the page which will take you to our online booking portal. Here you can select the property and room type you would like to book. If you have any questions or would like to find out more about our accommodation before booking you can telephone us on 0116 326 2540, email us at castlestreet@host-students.com or pop into the Show Flat if you’re passing.

How do I cancel a booking?
If you cancel your contract before the contract begins, or you want to cancel and move out early, you will be subject to our cancellation terms and charges.

Do I have to be a student to live at Host?
To take out a tenancy with us you need to be eligible for council tax exemption. This applies to all full-time students and some part-time students, if you are unsure your university or college should be able to advise you whether you are exempt.

Can I live with my friends?
When making your booking you can request to share with friends. We will not hold rooms for your friends, so it is up to you to make sure your friends apply at the same time as you so that we can try to place you in a flat together. Please be aware that we cannot guarantee allocations or preferences.

Can two people share a room with a double bed in it?
All of our rooms are for single occupancy only.

If I book by myself how will you allocate me a room?
We look at the room type you have requested, your year of study, gender and any other preferences. Host will try to allocate you to a flat that is suitable to your situation and preferences, however it is not always possible for us to meet your requests.

I have some requests for my room, will you guarantee them?
There is a section on your application where you can state any preferences. Whilst we will do what we can to try to meet your requests, we cannot guarantee room type, flat type, location or the profile of the other residents in your flat.

Can I live at Host for more than one year?
Yes, it is possible for you to stay with Host at 41 Castle Street throughout your studies. Bookings are taken on a first come first served basis so be sure to re-book as soon as possible.

What are the terms and conditions of the tenancy agreement?
A copy of the Host Standard Terms & Conditions can be downloaded from this website via the relevant room type page. All residents will receive a copy of their tenancy agreement upon during the online booking process.

Can I cancel my contract before I move in?
If you cancel your contract before the contract begins you will be subject to our cancellation terms and charges. Cancellations will only be accepted upon receipt of a completed cancellation form. To request a form, please contact the management team at 41 Castle Street on 0116 326 2540, email us at castlestreet@host-students.com or call into the office.

Can I cancel my contract and move out early?
Once the contract has begun you are liable for the full tenancy as stated in the tenancy agreement. Cancellation terms and conditions apply.

If I move out early what will happen?
If another, suitable, tenant is found to take over your tenancy, Host 41 Castle Street will agree to release you from your contract. You will be required to pay an administration charge. You must vacate your room and return the keys to reception. You will be refunded any overpaid rent after you have moved out. This refund will be calculated based on the date the new tenant takes up occupation of the room not the date you move out. Should no replacement tenant be found for your room you will be liable for the rent for the duration of your tenancy agreement.

Moving In:

What do I need to bring with me on arrival?
Please make sure that you bring your Host Booking Confirmation email, some form of photographic ID and your Host Boarding Pass (available to download/screenshot once you have completed your online induction). If you have been asked to bring any additional items when making your booking, make sure you have them with you as you will need to produce them before your keys will be issued.

Is there somewhere to park when I am unpacking?
41 Castle Street has no parking available on site. There are many council-run car parks in the area along with a large NCP Car Park located on St Nicholas Circle which is a 2-minute walk.

Will there be someone to collect my keys from?
41 Castle Street has staff on-site between 9-5, 7 days a week. At the start of contract, we have extended opening hours and you are advised to arrive when the office is open. However, if you arrive when the office is closed, instructions outside our office will advise you how to contact the member of staff on duty.

What happens on move-in day?
You will be welcomed on arrival in our reception by a member of staff at 41 Castle Street. You will be asked to provide any documents that are outstanding from you. Once the paperwork (if any) is complete, you will be issued with your key fob.

What if I am not happy with my allocated room or my flatmate?
Part of the university experience is meeting people from different backgrounds, interests and cultures. We hope that you will enjoy the diversity of university life, however should you be unhappy it is worth spending some time talking to your flatmates to try to come to some mutually agreeable solution. It is usually not possible for a room move, please speak to management if you have any problems and should someone else be in the same situation we may be able to swap rooms between residents. It is important to remember that moving to university is a stressful time and that initial teething problems are usually resolved within the first few weeks.

Will I be able to change rooms after I have arrived?
It is not usually possible to change rooms after you have arrived. All rooms are allocated on a contract length basis and unless another resident also requests a room swap we would be unable to change your room.

Can I move in before my contract starts?
Please contact 41 Castle Street for more information if you would like to move in early.

Living at Host 41 Castle Street:

What cooking equipment is provided in my flat?
Please contact 41 Castle Street reception on 0116 326 2540, email us at castlestreet@host-students.com or call into the office to request an up-to-date copy of the inventory list detailing everything that’s included.

Can I get bedding supplied?
41 Castle Street provides a mattress; however additional bedding is not supplied. If you wish to contact the hall prior to your arrival, they will be able to advise if bedding can be bought on-site. Alternatively, you can purchase bedding packs from our partners unikitout.com . Quote HOST10 to receive a 10% discount.

What Broadband packages are there?

A Wi-Fi connection is provided to every room at 41 Castle Street free of charge. Our provider also offers residents additional add-ons for TV, gaming and back-up. All residents wishing to use the internet services must sign up to the terms and conditions of use.

Speed:

Free Wi-Fi & internet (up to 200mb shared)

Devices:

Users can connect up to 6 devices on their personal accounts (Please note: the total download speed is split between the number of devices the user has connected to the network)

Coverage

Areas covered:

Studios
Bedrooms
Kitchen/Lounge Areas
Reception/Foyer
Public Communal Areas

Areas excluded:

Stairwells
Plant Rooms
Storage and Access Areas

How do I connect to the internet?
You can connect via Wi-Fi or a Cat 5 patch cable – if you don’t have one, speak with Reception and they’ll be able to help.

To contact ASK4 with pre-arrival queries or assistance when you move in, visit their website or call the support team on 0114 303 3232. Alternatively, text ‘help me’ to 07797 800 545 to receive a call back or email support@ask4.com.

Is a TV provided?
TVs are provided in the lounges of each flat and in all studios. There are TV’s within the Common Room. Please be aware the TV license is not provided, and flat mates will have to purchase this if they were to watch the TV.

What TV channels are provided?
41 Castle Street has a selection of TV channels available on Freeview.

Are lifts provided in the building?
Yes, we have lifts that service the building here at 41 Castle Street.

Can I park on site?
There is no parking available at 41 Castle Street. The management team will be able to provide a list of local car parks for move in and move out days.

Where can I store my bike?
No bikes may be stored within the flats. Bike storage will be available on site, contact the Management Office for further information.

Can I bring a pet?
No pets of any type are permitted at 41 Castle Street.

Can I decorate my room?
You are responsible for ensuring that you leave your room and flat in the same condition that is was given to you. You will be asked to complete and return an inventory to record the condition of your room upon arrival. Marks on the walls or furniture, including those caused by blu-tac, white-tac or pins will require painting once you have left and you may be charged in line with our advertised schedule of charges.

Safety and Support:

Is there always a member of staff on site?
41 Castle Street is staffed by our on-site management team 9am to 5pm – Monday to Friday. On weekends and bank holidays a student warden is available 9am to 5pm and a mobile patrol via an external Security company outside of these hours.

What are the opening hours of Reception?
The management office is open Monday – Friday 9am to 5pm.

What about security?
We provide 24-hour security with CCTV and electronic access control. Our residents also have a responsibility for ensuring the site is kept secure and are asked to ensure the accommodation remains safe by not allowing access to non-residents and reporting anything suspicious to staff immediately.

How do I report maintenance?
You will be given access to the online portal where maintenance jobs can be logged. Maintenance can also be reported to the management staff during office hours and our caretakers will be informed.

What happens once I have reported maintenance?
Once problems have been reported either through the portal or at reception, the caretaker will attend to make the necessary repairs as soon as possible. Occasionally, it will not always be possible to complete the repair on the first visit and a subsequent visit may be necessary. Repairs are responded to on a priority basis, please be aware that it may not be possible to attend to your problem the same day you report it, especially at busy times of the year.

How do I report emergency maintenance overnight or at weekends?
If you have a maintenance problem that needs urgent assistance when the management office is closed you should contact the out of hours telephone number. The phone number is provided within your welcome information and notice boards within your block. The caretaker will respond to your problem and do whatever is possible to resolve the issue, but it may not always be possible to complete the repair out of office hours.

Where can I do my Laundry?
A laundry room is provided with washers and dryers on-site by Circuit Laundry. More information on the equipment is available within your welcome pack. How to use the laundry facilities can be found here.

Where can I collect my post?
Pigeon holes containing your post are located within reception. You can collect your post during office opening hours (9am – 5pm). Parcels and recorded mail will be signed for by 41 Castle Street staff without liability.

Who is responsible for cleaning my flat?
It is the resident’s own responsibility to clean their rooms and they share responsibility for the communal area of the flat. Management staff will conduct monthly inspections and you are expected to ensure that your room and flat is clean on these days. Failure to meet the required cleanliness standards will result in external cleaning contractors being brought in, the cost of which will be passed onto the resident(s). At the end of the tenancy the bedroom and flat must be returned in a good, clean condition to avoid cleaning charges, again it is the responsibility of all residents to ensure the kitchen and lounge are clean. The block stairways are regularly cleaned by 41 Castle Street staff.

Can I smoke at Host?
Smoking is not permitted in any area within 41 Castle Street; this includes bedrooms, stairways, communal areas and external courtyard areas. A designated smoking point will be made clear outside of the building.

Can I have guests to stay?
Occasional overnight guests are permitted provided your flatmates agree. All overnight guests must be signed in at reception for safety, security and so that staff know who is on site in the event of an emergency. You must accompany your guests at all times whilst they are on site and you are responsible for their behaviour.

Are there any guest rooms on site that I can book?
No, 41 Castle Street does not have guest rooms.

Can my visitors park on-site?
Parking is not available on-site.

Can visitors just walk in?
Our accommodation has secure fob only access at the main entrances to ensure that only residents have access to the site. Visitors will need to contact reception or yourself to gain access. All visitors should be signed in at reception, this is for reasons of safety, security and to ensure that in the event of an emergency, management know who is on site. Visitors must be accompanied by residents at all times whilst on site.

What if I have a complaint?
We hope that you never have any reason to be dissatisfied with the service we provide you. However, if you have any issues that you would like to bring up with us please contact a member of staff in your management office who will endeavour to resolve the problem for you.

Finances:

Do I pay a deposit?
41 Castle Street does not take any deposits. The payment you make upon booking is a rental payment and is offset against your first or only instalment of rent.

What options are there for me to pay my rent by?
You can pay your rent via the online booking portal. It is also possible for payments to be made by bank transfer, but you will need to make arrangements with the management office for this. You can choose to pay your rent in one payment on the due date we have in place before the contract starts, or you can choose to pay in 4 instalments on the due dates we have in place. If you choose to pay in instalments, all tenants will require a UK based Guarantor. The guarantor needs to be either in full-time employment, self-employed or in receipt of a state/private pension. Payments can also be made on a monthly basis; however, you will need to use Housing Hand as our trusted Guarantor Service.

I do not live in the UK – how can I pay my rent?
If you do not live in the UK and do not have a UK guarantor, you will need to pay for your rent in full. You can arrange to do this either via the online housing portal or bank transfer. Please be aware that if paying by bank transfer the bank will usually deduct charges from the amount you send us, and you will need to pay the amount due before you can move in.

Do I need a Guarantor?
All UK students will be required to provide a UK guarantor.

Can I pay my rent with my student loan?
Please note that we don’t wait on student loans here at 41 Castle Street and payments will need to be made on the due dates.

What should I do if I am having financial problems?
If you are having financial difficulties, you should contact a member of the management immediately. Failure to do so could result in interest charges being added to your account if you fail to pay on the due dates as well as legal proceedings being started against you and, where applicable, your guarantor. Management staff can usually advise you of where to go to get additional financial help which will assist you in meeting your financial obligations.

What if I change my bank account or card details?
You do not need to take any action here, as Host do not store bank account or credit/debit card details within their systems. Simply log in to your account the next time your rent is due, and clear the balance using your new credit/debit card.

Can I pay with foreign currency or travellers cheques?
41 Castle Street cannot accept foreign currency or traveller’s cheques as payment. The safest and simplest way for international students to make a payment is by the online housing portal or bank transfer.

How can I find out how much I owe?
Contact a member of the management team who will be able to advise you of payment amounts and dates due.

What if I don’t pay?
If you don’t pay your rent daily interest may be added to the amount you owe to us. Your guarantor will be contacted and will be asked to pay the amount that you owe. 41 Castle Street will commence legal proceedings against any resident who fails to pay the rent due. These proceeding will also include action against the resident’s guarantor.

Bills:

Do I need to pay council tax?
Provided you are a student in full-time education you will be exempt from council tax.

Do I have to pay any Utility bills?
Our rents are all inclusive, so residents don’t have to worry about paying any bills.

Is there a charge for the internet?
A connection of up to 200Mb shared is provided to your room free of charge. Should you wish to upgrade to a faster connection you should contact our internet provider and payments can be made online.

Do I need a TV licence?
41 Castle Street does not supply a TV licence for the television supplied in the lounge area of your flat you should purchase one prior to connecting the TV as detailed in your tenancy agreement. Should you bring a television for your bedroom or access TV through your internet connection you will need to arrange for a separate TV licence. Please contact TV Licensing for further details.

How do I make an insurance claim?

Contents insurance is automatically included with your rent. Host is working in partnership with Cover4insurance.com and their student insurance, Cover4Students, to provide some cover for the contents inside your room. You don’t need to do anything to activate this cover, but it is important for you to check and ensure that you fully understand the protection provided and whether it is sufficient for your needs.

Visit cover4insurance.com to:

Check your level of cover
Review key exclusions and limitations
Check your policy excess
Learn how to make a claim
Extend and personalise your cover to protect additional items such as bicycles, musical instruments and photographic equipment

Should you wish to make an insurance claim, you will need to contact the insurance company directly.

Moving Out:

What do I need to do before I move out?
You are expected to ensure that your room and flat are returned at the end of your contract in good condition. You must make sure that all areas within the flat are cleaned thoroughly and that all rubbish and unwanted items are removed from the flat to avoid any charges being incurred. Damage to the flat or missing items will be charged for in accordance with the publicised charges in reception. You must ensure that all outstanding invoices are settled prior to your departure. A final room and bedroom check will be completed at the end of the tenancy once the student has moved out and you will be notified and invoiced for any damages.

How do I return my keys?
During office hours, they should be returned to the management office. If you move out when the office is closed, you should put your keys in an envelope with your name and room number clearly marked on it and return them to the member of staff on duty.

Will I get a deposit returned to me?
41 Castle Street does not take deposits. All damages will be invoiced for after your departure.

Equality and Diversity

We do not treat any person or group of persons applying for accommodation less favourably because of their race, colour, ethnic or national origin, gender, disability, appearance, age, marital status, sexual orientation or social status.