dwell The Grafton

Cancellation Policy

Up to and including the 31st July you are able to cancel your tenancy agreement with us within 3 days of you accepting the agreement.  Should you cancel within this time, you will be released from your tenancy with no liability to pay any rent on the room.

From the 1st August, you are not able to cancel your agreement and you will be tied into the contract.

All booking & application fees are non-refundable from the time of payment.

All cancellation requests must be made in writing to dwell. 

Exemptions

If you are a 1st-year student and you haven’t got the required grades for your University, you will be released from your contract providing we receive a cancellation request within 48 hours of your results being published. You will also need to provide supporting evidence from UCAS or your University.

Ending Your Tenancy Agreement after Your Contract Has Started

You cannot end your tenancy agreement before the end of the contract term.  However, should you be able to find a suitable replacement tenant to take over your contract and the below criteria has been completed we would be able to release you from your tenancy;

• a replacement tenant has been found who has been approved by us a suitable tenant
• you have paid any administration fees owed to us for transferring your tenancy along with any rent owed on the room up to the end of your tenancy period
• paid any reasonable charges that are ascertained during an inspection of the flat and room at the end of your tenancy period
• the new tenant has signed a tenancy agreement with us for a period that is equal to the rest of your fixed term
• the new tenant has paid all booking or applications fee owed and any rent owing on the room
• the new tenant has provided all documents required including guarantor information if applicable

Only once all of the above criteria have been met would your liability under this tenancy agreement end

Failure of a new tenant signing a tenancy agreement for the room and fulfilling all criteria will mean you are liable for all rent on the room until the end date set out in the principals of your contract.

Q. When can I move in?

You can move into your room from the date your contract starts, only if you have paid your correct rent amount and provided all documents. 

Q. Can I store luggage at the site?

Due to us getting your room ready for when you arrive, we will not be able to store any luggage at any of our dwell sites. You will be able to move your belongings into your room once you have collected your keys. 

Q. Where do I get my keys from?

You will collect your keys from your site’s reception unless otherwise stated by your site or Sales team.

Q. Can I store my belongings in my room over summers?

If you have a summer booking with us and we have received your payment and signed contract, then you can keep your items in your room throughout the summer. We don’t allow student to leave items in their rooms over the summer if they have not confirmed a summer stay with us. Any items left in a room after a contract end date will be removed and stored for 7 days. After which, all items will be removed and given to charity or disposed of. 

Q. Do I get my deposit back?

If you have a summer booking with us and we have received your payment and signed contract, then you can keep your items in your room throughout the summer. We don’t allow the student to leave items in their rooms over the summer if they have not confirmed a summer stay with us. Any items left in a room after a contract end date will be removed and stored for 7 days. After which, all items will be removed and given to charity or disposed of. 

Q. Can I live with my friends?

Yes, Just state your friend’s names on your application, with them doing the same too. You can also say if you have a preferred gender or year of study for your flatmates. We’ll try our best to meet your preferences but it’s not always guaranteed and is subject to availability.

Q. What is a guarantor? Do I need one?

If you’re paying ahead for the full year, you don’t have to provide a UK guarantor.

However, if you wish to pay your rent in installments, you will need a UK-based guarantor who is working full-time. Your guarantor must agree to pay the rent should you default on your payment. Providing a guarantor is common practice in the UK and provides us with the security and knowledge that the rent will be paid in full and on time.

If you cannot provide a qualified UK guarantor, you can contact Housing Hand to provide you with the Guarantor Service. Housing Hand specializes in dealing with International Students who cannot provide a Guarantor in the UK.  

Q. What are repairs and maintenance policy?

This is a commitment that we’ll always do our best to ensure that your stay with us is safe and comfortable. When things break down, need replacing, or even servicing, we’ll attend to it as quickly as possible. Each of our properties has on-site maintenance support to help us achieve that. 

Q. How do I inform if something breaks down? 

Inform on the online student portal. The portal keeps a log of your report and updates you on the status of the repair. If that is not convenient, let a member of our team know.

Q. How long it will take to do the repairs?

Priority One “Emergency Repairs” are attended within a maximum of 24 hours of a report. These would be any repairs required to avoid a danger to health, a risk to the safety of residents or serious damage to buildings or resident’s belongings, such as:

• Breaches of security to external doors or windows
• Unsafe electrical fittings or gas leak
• Heating and/or loss of hot water
• Plumbing leaks
• Faulty kitchen appliances, such as a broken oven
• A fault with the fire system, faulty detector or fire panel

Priority Two “Urgent Repairs” are attended within five working days of a report. These would be any repairs which materially affect the comfort or convenience of the residents such as:

• Blocked drains, sinks or toilet
• Minor electrical fault, such as a light out in a hallway
• Faulty extractor fan
• Dripping/leaking taps or shower units
• Shower base re-seal

Priority Three “Non-urgent Repairs” are attended within 28 days of a report. These would be any repairs not falling within the above categories, such as:

• Replacement chair or mattress
• Minor plumbing repairs
• Faulty TV aerial
• Repairs to kitchen fittings
• Tiling repairs
• Kitchen worktop repair