Trust House – Exeter FAQs

Equality and Diversity.

Making a Booking and Terms & Conditions:

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 Trust House are available by appointment only. Please contact the management office on 01392 259 721 or by emailing Trusthouse@host-students.com to book a viewing!

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 01392 259 721, email us at Trusthouse@host-students.com or call into the office.

How do I cancel a booking?
If you cancel your contract before the contract begins, or you want to cancel and move out early, you will be subject to our cancellation terms and charges. Cancellation Policy 2023-24.

Do I have to be a student to live at Trust House?
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 01392 259 721, email us at Trusthouse@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. Trust 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?
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 Trust House for more than one year?
Yes, it is possible for you to stay at Trust House 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 Trust House 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 01392 259 721, email us at Trusthouse@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 Trust 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?
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 Exeter, Trust House is unable to offer parking when moving in/out of the accommodation. The team at Trust House 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 Trust House by train, bus and local pay-on-foot car parks should you wish to drive.

Will there be someone to collect my keys from?
Trust House is staffed 24/7. At the start of contract, we are open from 9am to 6pm 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 Trust House 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.

Can I move in before my contract starts?
Please contact Trust House 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.

Living at Host Trust House:

What cooking equipment is provided in my flat?
All flats come with a cooker, hob, microwave, toaster and kettle provided as standard. Please contact reception on 01392 259 721, email us at Trusthouse@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?
Trust House provides a mattress and mattress protector; however additional bedding is not supplied.

Is there a telephone in my flat?
Flats in Trust House do not have telephones.

What Broadband packages are there?
A 100Mb Wi-Fi connection is provided to every room at Trust House 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 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 is a TV in the Common Room.

What TV channels are provided?
Trust House has a selection of TV channels available on Freeview.

Are lifts provided in the building?
There is a lift in A Block of Trust House. There is no lift in B Block.

Can I park on site?
There is no parking available at Trust House. The reception 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 may be available on site, contact reception for further information.

Safety and Support:

Is there always a member of staff on site?
Trust House is staffed Monday-Friday between 9:30am and 5:30pm, with rotational staff members patrolling the site between 5:30pm and 9:30am, as well as on weekends

What are the opening hours of Reception?
Reception is open Monday-Friday, 09:30am to 5:30pm.

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 07974616925 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 07974616925. 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 Trust House is located within the basement area of Block A, through 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?

Post boxes containing your post are located in reception, Reception staff will issue you with a key at check-in. Parcels and recorded mail will be signed for by Trust House 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 Trust House?
No, Smoking and vaping is not permitted in any area within Trust House; this includes bedrooms, kitchens, lounges, hallways, stairways and communal rooms. The designated smoking area is located on the patio area at the rear of A Block. 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, Trust House 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 01392 259 721, email us at Trusthouse@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 Trust House.

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?
Trust House 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 01392 259 721, email us at Trusthouse@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 Trust House 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?
Trust House 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. Trust 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. 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?
Should you bring a television for your bedroom or access TV through your internet connection you will need to arrange for a separate TV licence. Please contact TV Licensing for further details.

How do I make an insurance claim?

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

Visit cover4insurance.com to:

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

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

Moving Out:

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

How do I return my keys?
During office hours, they should be returned to the 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?
Trust House 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.