Hope St – Liverpool FAQs

Making a Booking
Where does Host have accommodation?
Can I view a room before I make a booking?
Do you have summer accommodation?
Making a Booking and Terms & Conditions 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 Hope Street Apartments 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?
What cooking equipment is provided in my flat?
Can I get bedding supplied?
Is there a telephone in my flat?
What Internet packages are there?
Is a TV provided?
What TV channels are provided?
Is Hope Street Apartments on Facebook?
What facilities are there at Hope Street Apartments?
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?
Where can I do my Laundry?
Where can I collect my post?
Who is responsible for cleaning my flat?
Can I smoke at Hope Street Apartments?
Can I have guests to stay?
Can I decorate my room?
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
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?

 

Before 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?
Hope Street Apartments are available for viewing Monday to Thursday from 11:00 – 17:00 and Friday from 11:00 – 16:00.


Do you have summer accommodation?
We have rooms available throughout the summer months. Please contact us to get further information and make a booking.


Making a Booking and Terms & Conditions How do I make a booking?
You can make an application on-line or you can request an application pack from us. To make an online application simply click on the online booking link on our website. This will take you through the process. If you chose to pay in instalments you will need to send us details of a UK guarantor. Hope Street Apartments won’t confirm your booking until all information is returned to us and the initial rent payment has been made. To request an application pack you can telephone us on 0157 329 3087 , email us at hopestreet@host-students.com or call into reception. We can send you the booking information by post or email. All you have to do is return all the documents to us.


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 allow dual occupancy in some of our larger studios, 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. Hope Street Apartments 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 Hope Street Apartments for more than one year?
Yes, it is possible for you to stay at Hope Street Apartments 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 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 Hope Street Apartments cancellation policy can be downloaded from this website. All residents will receive a copy of their tenancy to keep upon arrival.


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 Hope Street Apartments 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?
Hope Street Apartments does not have parking. We can allow access to Stowell Street at the side of the building where you are able to load and unload directly into the ground floor of the site however, parking is not permitted here and vehicles must be moved as soon as they are unloaded. Access is granted by a fob so to arrange this, please contact the site on 0151 329 3087 or at Hopestreet@host-students.com


Will there be someone to collect my keys from?
Yes, Hope Street Apartments has staff on Reception 24 hours a day.


What happens on move in day?
You will be welcomed on arrival at reception by a member of Hope Street Apartments team. You will be asked to provide any documents or payments that are outstanding and then given a Welcome Pack containing your key, and lots of information on living at Hope Street Apartments and your room. Finally, you will 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 44 or 51 week contract and unless another resident also requests a room swap we would be unable to change your room.

Living at Host, Hope Street


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. Please contact reception for details.


What cooking equipment is provided in my flat?
All flats come with a fridge/freezer, cooker, hob and microwave provided. We do not supply cutlery, crockery and pans, so you will need to bring your own or purchase a kitchen pack from UniKitOut prior to coming to University. Quote HOST18 to receive a 10% discount.


Can I get bedding supplied?
Bedding is not supplied here at Hope Street Apartments, so you will need to bring your own or purchase a bedding pack from UniKitOut prior to coming to University. Quote HOST18 to receive a 10% discount.


Is there a telephone in my flat?
No, Hope Street Apartments does not have internal telephones but we do have Wi-Fi throughout so you can make calls via Skype.


What Internet packages are there?
We have partnered with Ask4. Included in the price of your rent you will receive 100mb internet service as well as:

  • Uncapped usage
  • Unlimited downloads and uploads
  • Wired and wireless access throughout the building

Service Desk support is available 24/7 for any service issues that you may experience.


Is a TV provided?
TV’s are provided in each bedroom and in the lounges of each flat. *Hope Street Apartments do not supply TV licenses for the television supplies in the studio/kitchen area or bedroom area of your flat. Please contact TV Licensing for further details.


What TV channels are provided?
Hope Street Apartments has a selection of TV channels from Freeview.


Is Hope Street Apartments on Facebook?
News, promotions, events and gossip will be announced via Facebook so make sure you Like our Facebook page to be kept up to date and get to know your neighbours. Also if you tweet, give us a follow and we’ll follow you back we would love to see what you are tweeting!


What facilities are there at Hope Street Apartments?

  • Gym

The Gym is free of charge to all residents at Hope Street Apartments and available 24 hours a day, once a disclaimer form has been signed. This is available in your Welcome Pack, once you have signed it please return it to reception and we will programme your fob to give you access. We invite you to use the gym freely and trust that you will do so sensibly, any misconduct will result in you losing access to the facilities.

  • Common Room

This is open for your use 24 hours a day 7 days a week with T.V, free pool and table football. Please just respect the area and your fellow neighbours by looking after it and popping your litter in the bins provided. We have put a lot of work into making Hope Street Apartments a home from home help us keep it that way.

  • Cinema Room

The Cinema Room is situated on the ground floor. This gives you a private space to arrange movie nights, catch up on your favourite shows with friends or even organise gaming nights on your X-Box or Wii. The TV room is available 24 hours a day.


Can I park on site?
Hope Street Apartments encourages sustainable travel. Liverpool can be accessed on foot or by bicycle within 20 minutes from the site so there should be no need for a car. For information on public transport, please come and ask at Reception. Please be aware that there is no parking currently available at Hope Street Apartments. Liverpool City Council will not grant Hope Street Apartments tenants with a street parking permit and parking within 1km of the scheme is prohibited. There is a NCP located on Mount Pleasant which is approximately a five minute walk from site.

There are several car parks surrounding Hope Street Apartments so there is lots of room for short stay drop offs and collections.


Where can I store my bike?
There is a Bike Store located on the Ground Floor of Block C. If you have a bike and wish to store it, please come to Reception to fill in a form with a description of your bike and to allow us to programme your access card. Only residents with bikes in the store will have access. Please note, bikes are stored at the owners risk and VHM(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?
Yes, at Hope Street Apartments we operate a 24 hour reception.


What are the opening hours of the Management Office?
The Accommodation Office will be open between 9am and 6pm Monday to Thursday and 9-5pm on Friday should you need to come and speak to us. There will be an out of hours reception and concierge service, 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?
Hope Street Apartments has a 24 hour concierge/security service providing you with a familiar face should you have any concerns or problems. Should you have any problems you can call the duty mobile 24 hours a day on 07989153989.


How do I report maintenance?
Maintenance should be reported via the online portal. Guidelines on how to do this will be given to you upon check in and will be displayed in Reception also.


What happens once I have reported maintenance?
You problems will be reported at reception and logged in our maintenance book 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.


Where can I do my Laundry?
The laundry room is located in the Common Room on the left hand side. The cost is £3.20 per wash and £1.70 for the dryer.


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. 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. These need to be collected in office hours.


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. Hope Street Apartments 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 Hope Street Apartments staff.


Can I smoke at Hope Street Apartments?
Our building is a non-smoking building. It is illegal to smoke anywhere in our building – this is UK law! There are NO designated smoking areas. Smoking is forbidden and you must exit the courtyard completely to smoke.


Can I have guests to stay?
You are very welcome to have your friends and family visit for a maximum of 3 nights, 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 Hope Street Apartments staff reserve the right to ask any nuisance guests to leave the premises immediately.


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.


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


Can my visitors park on site?
Hope Street Apartments 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 blocks. Visitors will need to contact reception or yourself to gain access.


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


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 endeavour to resolve the problem for you.

 

Finances


Do I pay a deposit?
Hope Street Apartments do not take any deposits. The payment you make upon booking is a rental payment.


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 www.housinghand.co.uk.


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 Hope Street Apartments 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?
Hope Street Apartments 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. Hope Street Apartments 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?
You will need to supply an exemption letter from your university or you may be required to pay council tax.


Do I have to pay any Utility bills?
Our rents are inclusive of electricity and water consumption.


Is there a charge for the internet?
A 100Mb connection 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?
Hope Street Apartments do not supply TV licences for the television supplied in the studios or the bedroom area of your flat. 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 are 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 is with UK and Ireland Insurance Services

 

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.


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