PORTO   Tel: +351 961 372 753

BARCELONA      Tel:+ 34 673 622 207

R. Dr. Manuel Pereira da Silva 236, 4200-389 Porto, Portugal

Carrer de Sant Mateu 9 | 08950 Esplugues de Llobregat, Barcelona, Espanha

© 2019 by  LIVENSA LIVING. Proudly powered by Mercado Digital

FAQS

 
BOOKING
How much is the booking fee and what happens to it?

A €250.00  booking fee is due at the time of booking to secure your room. A €1000.00 deposit payment needs to be made prior to your booking commencing. This is separate to your first month’s rent. This is secured against your booking and removed from your last rent payment(s) as long as all rent has been paid and you have not damaged the property.

Is there an age limit for booking?

We only accept bookings if you are over 18. This is due to the legally binding tenancy/lodging agreement that every resident is required to sign when living at CRM Students. 

Do you provide female only accommodation?

We do not provide Gender specific accommodation. However, when you book you can request to live in an all Female or Male area or flat and our team will do their best to help you, however this may not always be possible.

Can I choose who I live with?

We are more than happy to accommodate groups as well as individuals. Where you’re not booking in a group, we understand your flat mates will be key to your experience so when you book as an individual, we will ask you a series of questions to help us to match you with the perfect flatmates.

Condition of the reservation

The Landlord and its Managing Agent reserve the right to conduct background screening for any applicant, and to undergo period background checks for existing tenants.  All background checks obtained are confidential, and access to the information is limited to those individuals who have a need to know.

DAY TO DAY LIVING
Am I allowed to have Guests?

Yes. It is your home so you are allowed to have guests visiting you. However, in order to make sure all our residents fully enjoy all of our facilities we ask that each resident has only 3 overnight guests per month. Please see your resident handbook for more information or speak with the General Manager of your site.

Is there a staff member always available?

Yes our properties will have staff members available 24 hours a day, as well as emergency contacts.

Are there social events organised for the residents?

Absolutely! We want our community to suit you, so we won’t force you to attend our events – but you are always welcome. If you have your own suggestions for us – even better!

Who cleans your room and communal areas?

Our friendly team will clean the communal areas. Please check what is included within your rent at your preferred location as when cleaning is not included you will be able to purchase this service.             

Can I smoke in the accommodation?

Smoking is not allowed  anywhere within the accommodation, however there is a designated smoking area outside the building.

What happens if I don’t get on with my neighbours? Can I swap rooms?

If you are having any issues please contact the Accommodation team in the first instance, we will do all we can to help. In exceptional circumstances it may be possible to move you; however we would look to resolve any issues with you all.

What happens if something breaks in my room or isn’t working?

Please log your maintenance issues on the dedicated student portal. Alternatively, Drop us an email or pop into the office to let us know, our on-site Maintenance team will be able to deal with most things.

Can I have pets?

No pets are permitted under the term of the tenancy agreement.

Can I have groceries delivered to site?

Yes. Groceries can be delivered to the reception area, but you are to ensure that you are available to take receipt of the delivery. Delivery drivers are not to be given access to the flats.

 
 
FACILITIES
Do I have Wi-Fi?

Yes, Wi-Fi is included in your rent. You’ll also have a broadband connection in your room on your desk.

INTERNATIONAL STUDENTS
What are the payment options for International Students?

As with Domestic students International payments can make monthly rent payments or benefit from the 2% discount for paying in full.

What happens if I have booked a room but my visa application is refused? Can I cancel?

Yes you are entitled to cancel your booking but we will need you to provide proof for this.

What is provided in my room? Do I need to bring my own bedding?

Facilities and features can vary; typically you are provided with a bed, a study desk and a chair, bookshelves, wardrobe and plenty of storage. Bedding and towels may be provided at your site please check which services are included in your rent. We don’t provide kitchen utensils but please speak with the Accommodation team in advance of arriving who may be able to help you in purchasing these.

Can you arrange an airport pick up service?

Most sites will be more than happy to arrange an airport pick up service for you. You just need to let us know your name, arrival date and time and your flight number, we’ll then arrange the transport for you. Please ensure you have enough Euros to pay the taxi fare and check with your chosen property first.

Can I move in before my contract starts?

It is possible but it depends on each scheme. We would advise you to check with the accommodation team before you make any arrangements.

Can I stay over the summer?

Most of our sites offer summer stays. Please check with the accommodation team for further information.

 
 
MOVING IN AND OUT
What documents do I need to check in?

You will need to bring one of the following  methods of identification with you to the accommodation:

Driving License

Passport

National ID card 

 a letter of confirmation from your University.

 

We also need a passport photograph.

What time can I arrive?

This depends on the scheme you will be living in. Please contact the accommodation team via the online contact form or email the site directly.

Is there somewhere to park when we are unpacking?

If you are travelling via car on move in day we will inform you in advance whether there’s a drop off bay on site for you to off load any suitcases or belongings, or we will send you the location of the nearest car park. It’s important to book your move in slot with us in advance so that we can make sure these resources are available to you on the day.

I will be arriving out of hours on move in day, is this okay?

We understand that sometimes students will need to arrive outside of arrival hours. We ask for you to contact your Accommodation Team at the earliest possible opportunity to ensure that we can provide all the necessary information and ensure that we have got everything ready for your arrival. For example we need to ensure that we have received all relevant documentation, the booking fee and first instalment before we can move anybody in.

Who will I meet on move in day?

It might not be a manager who will be there for the check-in however the Accommodation Team will always aim to introduce themselves at the earliest opportunity so you know who they are.

Can I move out early?

Please speak with the General Manager of your scheme regarding moving out early.

PARENTS AND FAMILY MEMBERS
When something is broken or doesn’t work, how does my son/daughter report maintenance?

In the event that something is broken or doesn’t work in any part of the accommodation, the student needs to report the issues to the accommodation office who will escalate it accordingly. We have CRM Student maintenance wizards that work full or part time on site depending on the property. They are there for the hour of need – replacing light bulbs, blown fuses, blocked showers etc. We do also work with local contractors for isolated issues. Your son/daughter will always be given at least 24 hours notice if a maintenance operative or contractor needs to access their room. We always offer for the maintenance operative/contractor to be escorted for the jobs entirety if necessary.

How to communicate with us

We know it can sometimes be unsettling when your son/daughter leave home for the first time, despite it being one of the proudest moments we understand it can be hard. As parents it’s natural to worry, we find a common one is our students not responding to phone calls or e-mails as quickly as they might have done at home. We always respect that all our students are responsible adults and are sensitive to respecting their privacy, however we appreciate that some situations can be distressing. We therefore always encourage all our parents to contact the accommodation team by phone or e-mail (details available on your relevant scheme page) if you have any concerns regarding your son/daughter. A member of the accommodation team will pop over to their room to give a friendly knock on the door to check everything’s okay. If there’s any reason why we aren’t able to support your concern we will always try to direct you to the appropriate department at the University/College.

Can students have post and parcels delivered?

We are proud to offer a postal service during office hours within our schemes. We always communicate the postal process to our students when they move in, however we will always make every effort to ensure that your daughter/son gets their mail safely. We always asks for students to inform the staff if they are expecting a recorded or special delivery for the site team to ensure that someone is available for the delivery. We also always ask for the student to bring some ID for when they come to collect the parcel. We recognise that the students can’t always come down themselves; we are flexible with friends picking up parcels however the student needs to contact the accommodation team to let them know in advance.

 

We cannot be liable for any direct, indirect or consequential loss arising from accepting mail on students behalf. Although we will make every effort to ensure the students get their mail safely, we will not be responsible if recipients fail to collect their deliveries, packages are stolen or damaged due to circumstances beyond the control of the accommodation team. We also are not responsible for packages that arrive outside office opening hours or when the accommodation team are out of the office. If the students don’t collect their mail within 4 weeks it will be returned to the sender.

Paying rent

When making a booking with CRM Students, we will ask our students to pay a 250 Euro non-refundable booking fee This is to secure the booking of their room and ensure it is held for them. Prior to moving in a 1000 Euro deposit in required. Once the tenancy commences, this booking fee becomes a refundable deposit. This will be refunded to the student in full at the end of their tenancy if there are no outstanding arrears or damage to their room and/or communal areas. For more information on cancellation or payment please visit the Payment Methods section.

How do you allocate rooms?

We take booking preferences very seriously and take great pride in being able to accommodate these in most cases. There is a preference box on the booking form which allows the student to put any preferences they might have, for example friends they wish to live with, location of room within the building, same sex cluster flats. We always do our best to accommodate these preferences, if for whatever reason we can’t fulfil them we will always try to achieve one or two and notify the student if they aren’t possible.

 
 
PAYMENTS AND RENT

Rent can be paid in monthly instalments which are due on the 1st of the month. If you are moving in during the middle of a month you will need to pay the balance of the month ahead and one month in advance.

You can also pay for your rent in full and receive a 2% discount off the total amount. 

How many instalments can rent be paid?

You can pay via Recurring Card, Direct Debit or via Bank Transfer. Cash and Cheques will not be accepted and will be turned away if presented at site.

Recurring Card payments can be selected at the time of booking and Direct Debit can be selected by the online portal. If an alternative method of payment is required, such as a bank transfer, or you wish to change your payment method, please contact the Accommodation Team directly for details.

How can I make a payment?

There are no additional bills to pay. Our weekly rents include all costs – utilities, WiFi, and access to all of our communal areas including Management Office, Private Dining areas etc.

Are there any additional bills to pay?

Students do not have to pay Council Tax, but the council must be informed that you are a student and apply for exemption as this does not automatically happen. It is the responsibility of every student to apply for exemption, your University/College or accommodation provider cannot do this for you, though we can help you!

Do I have to pay council tax?
SAFETY & SECURITY
How secure is the accommodation?

At LIVESALIVING, we want you to feel safe and secure at all times. We understand how important safety and security is to students when it comes to choosing a place to live. That’s why we’ve taken every effort to ensure that we provide the best services so that our students can thoroughly enjoy living with us. We have 24 Hour CCTV Cameras installed in all of our buildings, internally and externally. Secure Key Fob Door Entry & Bedroom Door Locks. There are also locks on all private bedrooms and out-of-hour security is there to support the community if you have any security concerns, ensuring your security and safety.

Fire Safety

All of the properties that LIVENSA Living  manage have been specifically designed to be used by students. These properties have benefited from significant changes in fire safety, building regulations and coherent fire and management strategies. We have extensive fire safety systems in place in all the buildings that LIVENSA Living  manage. We are also audited by our own internal team, as well as external consultants, on a regular basis to validate, and if necessary update, our extensive fire safety systems, policies and procedures. Further information can be found on our Fire Safety at LIVENSA Living  page.

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