Discovery Heights FAQs – Plymouth

Making a Booking
Where does Host have accommodation?
Can I view a room before I make a booking?
How do I make a booking?

Moving In
Do I have to be a student to live at Host?
Can I live with my friends?
Can two people share a room with a double bed in it?
If I book by myself how will you allocate me a room?
I have some requests for my room, will you guarantee them?
Can I live at Host for more than one year?
What are the terms and conditions of the tenancy agreement?
Can I cancel my contract before I move in?
Can I cancel my contract and move out early?
If I move out early what will happen?
What do I need to bring with me on arrival?
Is there somewhere to park when I am unpacking?
Will there be someone to collect my keys from?
What happens on move-in day?
What if I am not happy with my allocated room or my flatmate?
Will I be able to change rooms after I have arrived?
Can I move in before my contract starts?

Living at Host Discovery Heights

What cooking equipment is provided in my flat?
Can I get bedding supplied?
Is there a telephone in my flat?
What Broadband packages are there?
How do I connect to the internet?
Is a TV provided?
What TV channels are provided?
Are lifts provided in the building?
Can I park on site?
Where can I store my bike?
Is there always a member of staff on site?
What are the opening hours of the Management Office?
What about security?
How do I report maintenance?
What happens once I have reported maintenance?
How do I report emergency maintenance overnight or at weekends?
Where can I do my Laundry?
Where can I collect my post?
Who is responsible for cleaning my flat?
Can I smoke at Host?
Can I decorate my room?
Can I have guests to stay?
Are there any guest rooms on site that I can book?
Can my visitors park on site?
Can visitors just walk in?
Can I bring a pet?
What if I have a complaint?

Finances
Do I pay a deposit?
What options are there for me to pay my rent by?
I do not live in the UK – how can I pay my rent?
Do I need a Guarantor?
Can I pay my rent with my student loan?
What should I do if I am having financial problems?
What if I change my bank account or card details?
Can I pay with foreign currency or travellers cheques?
How can I find out how much I owe?
What if I don’t pay?

Bills
Do I need to pay council tax?
Do I have to pay any Utility bills?
Is there a charge for the internet?
Do I need a TV licence?
How do I make an insurance claim?

Moving Out
What do I need to do before I move out?
How do I return my keys?
Will I get a deposit returned to me?

Making a Booking

Where does Host have accommodation?
We are based in university cities across the UK and Europe. To view our UK 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 please contact the relevant management office. You can do this for Central Point by telephoning 01752 254000, emailing discoveryheights@host-students.com or you can call in if you are passing.


How do I make a booking?
If you would like to make a booking, 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. To request more information on making a booking you can telephone us on 01752 254000, email us at discoveryheights@host-students.com or call into the office and we’ll be happy to help.


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?
Double occupancy is only available in our Studio rooms at Discovery Heights.


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. Discovery Heights 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 form 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 at Discovery Heights 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 standard Host- Discovery Heights tenancy agreement can be downloaded from this website. All residents will receive a copy of their tenancy to keep upon arrival.


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. Contact Discovery Heights’ main office to request a form.


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 tenant is found to take over your tenancy Host – Discovery Heights 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 the management office. 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? 
Make sure you bring your accommodation booking confirmation with you as well as some form of ID. 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? 
Discovery Heights has no parking available on-site but it is possible to unload at the back of the property in the council car park. There are many council-run car parks in the area where your car can be moved to after unloading.


Will there be someone to collect my keys from? 
Discovery Heights has staff available to contact 24 hours a day. 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 area by a member of Discovery Heights staff. You will be asked to provide any documents that are outstanding from you. Once the paperwork is complete you will be issued with your key and 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 43 or 51 week contract and unless another resident also requests a room swap we would be unable to change your room.

Living at Host Alexandra Works


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

Living at Host Discovery Heights


What cooking equipment is provided in my flat?
All flats come with a cooker, hob, microwave, toaster and kettle provided as standard.


Can I get bedding supplied?
Discovery Heights provide 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.


Is there a telephone in my flat?
There is no telephone available in your flat.


What Broadband packages are there?
A Wi-Fi connection is provided to every room at Discovery Heights 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:

Wired
70Mbps nominal wired connection download speed

Wireless
Up to 70Mbps nominal wireless connection download Speed (actual wireless download speed may vary depending on the user device and the location of the user device at any given time).

Devices:
Users can connect up to 7 devices on their personal accounts (Please note: the total 70Mbps 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 an ethernet cable – if you don’t have one, speak with Reception and they’ll be able to help.

To contact Glide with pre-arrival queries or assistance when you move in, visit their website or call the support team on 0333 123 0115 or email studentsupport@glide.co.uk.


Is a TV provided?
There will not be a TV provided in your flat. However, there is a TV available for use in the Common Room.


What TV channels are provided?
Discovery Heights has a selection of TV channels available on Freeview on the TV in the Common Room.


Are lifts provided in the building?
Yes, we have two lifts which service all floors at Discovery Heights.


Can I park on-site?
There is no parking available at Discovery Heights. 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 is available on-site, contact the management office for further information.


Is there always a member of staff on site?
Discovery Heights is staffed Monday to Friday from 10am to 6pm and occasionally on weekends. Outside of these hours our security team are available and can be contacted via telephone on a direct line.


What are the opening hours of the management office?
The management office is open Monday to Friday 10am to 6pm.


What about security?
We provide 24-hour security with CCTV, electronic access control and a member of staff available at all times. 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?
Maintenance should be reported to the management staff during office hours and our maintenance team will be informed. You are also given access to the online portal where maintenance jobs are able to be logged. For emergencies, contact the security team outside of office hours.


What happens once I have reported maintenance?
Your problems will be reported at reception and logged in our maintenance book and a member of the maintenance team 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 sales office is closed you should contact the security team. The phone number is provided within your welcome information and notice boards within your flat. The security team will respond to your problem and do whatever is possible to resolve the issue. This may include calling our maintenance out of hours team to attend, but it may not always be possible to complete the repair out of office hours.


Where can I do my Laundry?
A laundry is provided with washers and dryers onsite 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?
Post boxes containing your post are located within the lift lobby area on 2nd floor. You can collect any parcels from the office during opening hours. Parcels and recorded mail will be signed for by Discovery Heights 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. Onsite 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 Discovery Heights staff.


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


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.


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, Discovery Heights 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.


Can I bring a pet?
No pets of any type are permitted at Discovery Heights.


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 sales office who will endeavour to resolve the problem for you.

Finances


Do I pay a deposit? 
Discovery Heights 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 by credit/debit card either at reception or via the online housing 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 as usually your rent will be automatically taken from the details you provided upon booking. 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 3 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 by credit/debit card via the 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 unless you are paying your rent in full.


Can I pay my rent with my student loan? 
Please note that we don’t wait on student loans here at Discovery Heights 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? 
Please notify a member of management staff immediately with any new details to ensure your rent is taken on the due date and to avoid any unnecessary charges.


Can I pay with foreign currency or travellers cheques? 
Discovery Heights cannot accept foreign currency or travellers cheques as payment. The safest and simplest way for international students to make a payment is by Credit/Debit card 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. Discovery Heights 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? 
All room prices are all-inclusive of utility bills with no caps.


Is there a charge for the internet?
A connection up to 70mbps 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?
Should you bring a television for your bedroom or access TV through your internet connection you will need to arrange for a TV licence. Please contact TV Licensing for further details.


How do I make an insurance claim? 
Basic insurance cover is provided for each resident. Details of your cover is provided within your welcome pack at arrival. Should you wish to make an insurance claim you will need to contact the insurance company directly. Contents insurance with Endsleigh.

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 sales 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 or in the designated post box.


Will I get a deposit returned to me?
Discovery Heights 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.