The Glassworks FAQs

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 The Glassworks?
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 The Glassworks 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 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 Reception?
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/vape at The Glassworks?
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?

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? 
Viewings at The Glassworks are available by appointment only. Please contact the management office on 0116 326 6150 or by emailing theglassworks@host-students.com to book a viewing! For students booking via DMU, Open Days are held periodically. Please check with DMU for dates and availability.


How do I make a booking?
You can make an application online. If you would like to book online, please click the “Book Now” tab at the top of the page. If you have any questions or would like to find out more about our accommodation before booking you can telephone us on 0116 326 6150, email us at theglassworks@host-students.com or call into the office.


Do I have to be a student to live at The Glassworks?
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?
Unfortunately, we are only able to offer single occupancy across all of our room types. If you would like to live with a friend, we can offer two rooms within the same cluster flat or two studios next door to each other. If you would like to request this, please contact reception on 0116 326 6150, email us at theglassworks@host-students.com or call into the office.


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. The Glassworks 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 The Glassworks for more than one year?
Yes, it is possible for you to stay at The Glassworks 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- The Glassworks tenancy agreement can be downloaded from this website via the relevant room type page. All residents will receive a copy of their tenancy agreement (AST) via email upon signing the document electronically 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 reception on 0116 326 6150, email us at theglassworks@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. You may be able to surrender your tenancy agreement early subject to a replacement tenant being found. Please check with reception for more information.


If I move out early what will happen?
If another, suitable, tenant is found to take over your tenancy The Glassworks 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, one form of photographic ID and your Host Boarding Pass (available to download/screenshot once you have completed your online induction). Keys will not be issued without the online induction having been completed, so please ensure this is completed at least 24-hours prior to arrival.


Is there somewhere to park when I am unpacking? 
Due to our fantastic location in the heart of Leicester City Centre, The Glassworks is unable to offer parking when moving in/out of the accommodation. The team at The Glassworks will send out arrival information during the run up to the September move-in weekend(s) – please keep an eye out for this email as it contains important information on how to get to The Glassworks by train, bus and local pay-on-foot car parks should you wish to drive.


Will there be someone to collect my keys from? 
The Glassworks is staffed 24/7.  At the start of contract, we are open from 8am to 8pm on each of the move in days. However, if you arrive when the office is closed, don’t panic, 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 The Glassworks team. 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 and fob. As you will appreciate, move-in days are extremely busy for our team – please be prepared for possible delays/queues, and try to ensure that you bring with you any items that the team have requested in advance to speed the process along.


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 reception 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 The Glassworks


Can I move in before my contract starts?
Please contact The Glassworks for more information if you would like to move in early. You will need to complete a separate summer application and you may not be able to stay within the same room for the summer stay as you would for the academic year.


What cooking equipment is provided in my flat?
All flats come with a cooker, hob, microwave, toaster and kettle provided as standard. Along with a basic kitchen inventory pack that is shared amongst all flatmates. Please contact reception on 0116 326 6150, email us at theglassworks@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?
The Glassworks provides a mattress and mattress protector; however additional bedding is not supplied for Direct Let or DMU UK/EU Students. DMU International students are provided with a bedding pack free of charge, and this will be waiting in your room upon arrival.


Is there a telephone in my flat?
All flats have a direct dial telephone supplied within the hallway. Calls between flats, to reception and caretakers are free. To call out, residents are provided with an individual pin on request, call credit is purchased in advance and calls are charged on a pay-as-you-go basis provided by our internet server Ask4.


What Broadband packages are there?
A 100Mb Wi-Fi connection is provided to every room at The Glassworks 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.


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 reception.

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 shared flat and in all studios. There are TV’s within the Common Room, Fitness Suite, Study Room and there is also a cinema projection screen in the Film/TV Room. 


What TV channels are provided?
The Glassworks has a selection of TV channels available on Freeview.


Are lifts provided in the building?
Yes, we have lifts that service all three blocks here at The Glassworks.


Can I park on site?
There is no parking available at The Glassworks. The reception team will be able to provide a list of local car parks for move in and move out days. We do have 3 secure motorcycle bays, at a cost of £200.00/£250.00 dependent upon the length of your contract.


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


Is there always a member of staff on site?
The Glassworks is staffed 24-hours a day, 7 days a week by trained caretakers or security guards (weekend evenings only).


What are the opening hours of Reception?
Reception is open Monday-Thursday 9am to 6pm and on Fridays 9am to 5pm. Caretaking staff open the office between 12pm and 1pm Saturday and Sunday for reporting maintenance issues and collection of post only, on Bank Holidays – weekend hours apply.


What about security?
We provide 24-hour security with CCTV, electronic access control and a member of staff on site 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?

You are given access to the online portal where maintenance jobs are able to be logged. Once logged, our team will work quickly to try and rectify the issue for you. For emergencies, contact the caretakers on 0116 326 6155 outside of office hours.


What happens once I have reported maintenance?
Once reported, the maintenance job appears on the caretakers iPad for them to see. They will come and assess the issue, and hopefully fix it for you on their first visit. 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 reception is closed you should contact the member of staff on site by calling 0116 326 6155. This number is answered 24/7. The caretaker or security guard 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 launderette at The Glassworks is located within the basement area of Block A near the common room. Washers and dryers are provided, and managed by, the third-party company Circuit Laundry. Information on how to report issues within the launderette is displayed on posters within the room itself, alternatively, speak to reception and they will be more than happy to assist with reporting any issues on your behalf. 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. Parcels and recorded mail will be signed for by The Glassworks 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. On-site staff will conduct monthly inspections and you are expected to ensure that your bedroom, bathroom, kitchen, lounge and hallway are 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, lounge and hallway are clean. The block stairways, corridors and all communal facilities are regularly cleaned by our team of caretakers – posters detailing which areas are cleaned when are displayed throughout the site on block noticeboards.


Can I smoke/Vape at The Glassworks?
No, Smoking and vaping is not permitted in any area within The Glassworks; this includes bedrooms, kitchens, lounges, hallways, stairways, communal rooms and external courtyard areas. The designated smoking area is located underneath the car tunnel, at the rear of the building. Charges will apply for anyone found to be smoking within 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, The Glassworks does not have guest rooms during term-time. If you need an additional room during the summer months, this should be possible Please contact reception on 0116 326 6150, email us at theglassworks@host-students.com or call into the office to check availability.


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


Can visitors just walk in?
Our accommodation has secure electronic fob 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, the team know who is on site. Visitors must be accompanied by residents at all times whilst on site and residents should be reminded that they are responsible for their visitors actions throughout the duration of their stay.


Can I bring a pet?
No pets of any type are permitted at The Glassworks.


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? 
The Glassworks does not take any deposits. The payment you make upon booking is an advance 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 choose to pay your rent in full, by 3 instalments, or on a monthly basis. Please contact reception on 0116 326 6150, email us at theglassworks@host-students.com or call into the office for full information surrounding these options.


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 upon booking. 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, in full, 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 all payments must be cleared in full upon the date they become due. This may or may not fall in line with Student Finance payments. Payment due dates are available to view on the relevant room type page on our website.


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 The Glassworks 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? 
The Glassworks 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? 
Please log in to your Host Portal Account and click on the ‘Account’ tab. You are able to view all charges, transactions and payment dates via this section of your 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. The Glassworks 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. No charge is made for water consumption, gas usage or internet provision.


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?
The Glassworks 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? 
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 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?
The Glassworks does not take a deposit, and as such no money will be refunded upon your departure. All damages will be invoiced for after you have left, and you will need to ensure these are paid within 7 days of receiving the invoice to avoid legal action being taken.

 

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.