Frobisher House – Plymouth FAQs

Making a Booking
Can I view a room before I make a booking?
How do I make a booking?
Do I have to be a student to live at Host?

Moving In
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 Frobisher House for more than one year?
Can I see a copy of the Agreement?
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?
Living at Frobisher House
Can I move in before my contract starts?
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?
Is Frobisher House on Facebook?
Can I park on site?
What facilities are there at Frobisher House?
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 Frobisher House?
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 travelers 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?

Moving Out
How do I make an insurance claim?
What do I need to do before I move out?
How do I return my keys?

 

Before Booking


Can I view a room before I make a booking?
To arrange a viewing please call us on 01752 395 984 or email plymouth@host-students.com. An appointment will be made to discuss your room options and any questions you may have.


How do I make a booking?
You can make an application online. To make an online application simply click on the online booking link on our website. This will take you through the process. If you choose to pay in instalments you will need to send us details of a UK guarantor. We won’t confirm your booking until all information is returned to us and the initial rent payment has been made.


Do I have to be a student to live at Host?
Yes, to take out a tenancy with us you must be classed as a student in full-time education with a valid student number. If you are unsure if this applies to you, please contact reception for full definitions.


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.


Can two people share a room with a double bed in it?
We will allow dual occupancy in 1 Bed Flats only, please contact reception if you would like to apply for this.


If I book by myself how will you allocate me a room?
We try to get to know everyone who books with us and always recommend a viewing where possible so you can meet a member of the team. We will then look at the room type you have requested, your year of study, gender and any other preferences and match you with people who we think you will get on with. Frobisher House 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?
Please contact reception. 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 Frobisher House for more than one year?
Yes. Your contract can be renewed for the next year.


Can I see a copy of the Agreement?
A copy of the standard Host agreement can be downloaded from this website. All residents can view their tenancy agreement from their online portal.


What are the terms and conditions of the tenancy agreement?
A copy of the standard 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?
A copy of the standard Host Cancellation Policy can be downloaded from this website.


Can I cancel my contract and move out early?
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 reception to request a form.


If I move out early what will happen?
If another student is found to take over your tenancy Frobisher House 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?
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?
We will provide guidelines prior to moving on by email to all tenants.


Will there be someone to collect my keys from?
Yes, Frobisher House is covered by the city office which is 24/7.


What happens on move in day?
You will be welcomed on arrival at reception by a member of Frobisher House team. You will be asked to provide any documents or payments that are outstanding and then given a welcome pack containing your keys, and lots of information on living with us and your room. You will then be shown to your room to settle in and unpack.


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 unless an empty room is available. 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. We will always endeavour to assist where ever possible.


Living at Frobisher House

Can I move in before my contract starts?
Accommodation is available throughout the summer period so it is possible for you to move in early provided you book in advance.


What cooking equipment is provided in my flat?
All flats come with a fridge/freezer, cooker, hob, microwave, toaster, vacuum cleaner, ironing board, mop & bucket, kettle and TV.


Can I get bedding supplied?
Bedding can be ordered through Gaillard and delivered to Frobisher House before you arrive where we will place in your room for your arrival.


Is there a telephone in my flat?
No, however we have Wi-Fi so Skype will work.


What Broadband packages are there?
We have partnered with ASK4.com who provide the internet provision. Included in the price of your rent, you will receive an incredible 100Mbps Internet service.


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, you can buy one from the reception.

You can connect to the internet via Wi-Fi throughout the hall with the speed up to 30Mb/s. Alternatively, a Cat 5 patch cable will be required to connect to the internet with the speed up to 100Mb/s. These can be purchased from the reception. A Pre-arrival page is available to help you to connect if you need it, as well as dedicated telephone support teams to help you if you have any problems.

To contact ASK4 with pre-arrival queries or assistance when you move in, visit YOUR INTERNET 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.


What TV channels are provided?
Frobisher House has a selection of TV channels from Freeview.


Is Frobisher House on Facebook?
Yes – News, promotions, events and gossip will be announced via Facebook so make sure you Like the page! Our page to be kept up to date and get to know your neighbours.


Can I park on site?
Sorry, there is no parking available at Frobisher House. Frobisher House works in line with Plymouth City Council by encouraging sustainable travel and would suggest that you view the University of Plymouth travel plan. Most places in Plymouth can be accessed on foot or bicycle within 20 minutes from Frobisher House so there should be no need for a car. Please be aware there is no parking available on site at Frobisher House. There are several car parks surrounding Frobisher House so there is lots of room for short stay drop offs and collections.


What facilities are there at Frobisher House?
We have laundry, common room, study room, bike store and reception.


Where can I store my bike?
We have a covered and secure Bike Surf/ Store which is on the ground floor. If you would like to use it please see us at reception and we will give access to you. The store is covered by CCTV and only residents will have access to it.  Please note we will not allow any bikes to be stored inside your apartment, you must use the bike store provided. Any bikes found inside the building will be removed and any cleaning or redecoration costs incurred passed onto the owner. Please note, bikes are stored at the owner’s risk and Victoria Hall Management (UK) Ltd will not accept any responsibility for loss or damage to any bike on site.


Is there always a member of staff on site?
No.  Frobisher House has a manned office during the day then is covered by our security out of hours, who regularly patrol Frobisher House.


What are the opening hours of the Management Office?
The reception office will be open between 12pm and 2pm Monday to Friday should you need to come and speak to us. We also have a city office open 24/7 within walking distance that means there will be someone at reception 24 hours a day, however any none urgent requests will be dealt with during office hours only.


What about security?
Frobisher House has a 24 hour on call concierge/security service providing you with a familiar face should you have any concerns or problems. There is CCTV throughout the building which will be monitored by the security representative on the main desk. Should you have any problems you can call reception on 01752 395984.


How do I report maintenance?
If you have a maintenance issue please email us on Plymouth@Host-Students.com for non-urgent maintenance.  Anything that is urgent can be reported to the office/security for out of hours.


What happens once I have reported maintenance?
Your maintenance request can be reported online through your booking portal and the maintenance officer 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. We will keep you updated as to what is happening with your maintenance log.


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 member of staff on site. The phone number is provided within your welcome information and notice boards within your flat. 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?
The laundry room is located on the 4th floor of Block A.  The machines are provided and maintained by Circuit and operate on a cashless card system. Instructions for use are available in the laundry room and on Circuit’s website. Feel free to log onto laundry view (via the home page of the Circuit website) which identifies availability of machines at any given time.


Where can I collect my post?
Royal Mail will deliver your letters to your post box in reception so please ensure you place your apartment number with your address for all post or deliveries. If you have a parcel it will be delivered to reception and only accepted if you have signed and returned the disclaimer stating you are happy for us to sign on your behalf. Please be aware we take no responsibility for lost or damaged parcels even if signed for. There will be a display board in reception to notify you there is a parcel for collection.


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. Frobisher House 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 Frobisher House staff.


Can I smoke at Frobisher House?
Our building is a non-smoking building. It is illegal to smoke anywhere in our building – this is UK law! There will be a smoking area available. To keep the area clean and tidy please place your cigarette ends in the cigarette bins on the wall.


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 and 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?
You are very welcome to have your friends and family visit, but please remember to respect the feelings of your flat mates – it’s their apartment too! Also make sure your visitors are accompanied by you at all times. If they are not they could be asked to leave the building as a security measure. You will be held responsible for your guest’s actions and Frobisher House staff reserve the right to ask any nuisance guests to leave the premises immediately.


Are there any guest rooms on site that I can book?
No, Frobisher House does not have guest rooms.


Can my visitors park on site?
Frobisher House does not provide parking.


Can visitors just walk in?
Our accommodation has secure fob access only to ensure that only residents have access to the site. Visitors will need to contact reception or yourself to gain access.


Can I bring a pet?
No pets of any type are not permitted at Frobisher House.


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

Finances

Do I pay a deposit?
Frobisher House does not take any deposits. The payment you make upon booking is a rental payment and will be deducted from your last installment.


What options are there for me to pay my rent by?
You can pay your rent by credit/debit card or bank transfer. You can choose to pay your rent in three instalments on the due dates we have in place or the full amount in advance. If you choose to pay in instalments you will need to provide a UK guarantor who is in full-time employment to support your application.


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 by credit/debit card, 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. Alternatively, you can use Housing Hand to act as your guarantor.


Do I need a Guarantor?
All students can choose to pay in instalments as long as they can provide a UK guarantor. If you cannot provide a guarantor you will need to pay the full years rent upon booking your accommodation.


Can I pay my rent with my student loan?
Please note that we don’t wait on student loans here at Frobisher House 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, you’re 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 can update your details on your Online Portal.


Can I pay with foreign currency or travelers cheques?
Frobisher House cannot accept foreign currency or travelers 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?
You can view your account online through your booking portal.


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. Frobisher House 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 inclusive of electricity consumption up to the value of £300 per room. Statements are issued monthly and should your share of the charges incurred by the flat exceed this allowance you will be required to make additional payments for the additional electricity consumed. No charge is made for water consumption.


Is there a charge for the internet?
A 100Mb connection is provided to your room free of charge.


Do I need a TV licence?
Frobisher House 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 license. 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 your contract, you should arrange an appointment if you wish to be present when this takes place.


How do I return my keys?
During office hours they should be returned to reception. 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.

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.