CHOOSING A ROOM

Can I choose who to live with?

We want to make sure you have the best experience possible when you come to live with us. That’s why, when you book, we ask you about your interests and your personal preferences regarding your living arrangements.

 

We will do everything we can to accommodate these preferences and will also help you connect with your new housemates before you arrive so there will always be a familiar face when you get here.

What room should I choose?

We have a range of cluster apartments and studios to choose from, please see our website or talk to one of our team for guidance.

 

Cluster apartments are where between 6 and 8 students share a kitchen and communal area between them. You will have your own bedroom and en-suite bathroom.

 

If you would prefer to have your own space, you can book a studio apartment. A studio includes its own kitchenette, and you’ll have the place all to yourself.

 

You’ll still be able to use all our communal facilities and socialise with other students downstairs.

 

If you’re still not sure which option is best for you, get in touch and we’ll be able to chat the options through with you.

ROOM INCLUSIONS

Can I bring my own electrical kitchen equipment?

The kitchens are well equipped with most of the items you’ll need. For health and safety reasons we would recommend that any small electrical appliances you bring (blender/hairdryer etc) are new or at least have an in-date PA test to confirm safe operation. We can arrange this locally if not an option for you. Should you require specific items for your personal health and safety, please let us know first so that we can make sure the electrical infrastructure is not overloaded.

 

Remember that you will need to bring pots, pans, utensils, crockery and cutlery, plus any additional items if you like to bake cakes etc. Top tip: If you’re staying in a cluster room, bring a distinctive mug so you always know which one’s yours!

Do I need to bring my own bedding?

Bedding isn’t provided unless it specifically says so on your booking. If you’d rather not carry bedding over with you, you can order it from us here and we’ll make sure it is in your room prior to your arrival.

What’s provided in my bedroom?

Each of our room types is unique, but generally speaking you will get a bed, a study area with a desk and a chair, bookshelves, a wardrobe and lots of storage. Head over to our Rooms page for more info.

 

BOOKING

Can my friends and I book an apartment together?

Of course, you can! We are always happy to accommodate friend cluster requests. Give us a call to check availability, then all you need to do is book your rooms as usual and drop us a line with your names so we can link your bookings together.

How do I book?

Our student management team, Sodexo, deals with all bookings and enquiries to make sure you get the best from your Riverside experience. Visit the simple online booking system to reserve your room.

 

What do I need to book a room?

To book, you’ll need a credit or debit card for your deposit fee. Please remember to ask permission if you’re paying with a card that doesn’t belong to you.

PAYMENTS

How do I pay?

You can pay by debit card, credit card or bank transfer.

 

If you want to pay by instalment you must provide a UK based guarantor.

 

If you are an international student wanting to pay by instalment you will need to use our recommended guarantor partner Housing Hand.

What’s the payment process?

You will need to pay the equivalent of one weeks rent (holding deposit) as part of the booking process to secure your room. You can pay by debit or credit card or bank transfer.

 

Four weeks prior to your arrival you will be asked to pay your Tenancy deposit, this will be protected and held by the Government Approved Scheme, MyDeposits

 

10 day prior to move in we will send you a welcome pack and an invitation for paying your first rental instalment.

 

During the booking process you will have chosen how you wanted to pay your rent. This could be either payment of the full amount upfront or to pay us in instalments. If you choose to pay by instalments, you will need to provide a UK based guarantor or use our guarantor partner, Housing Hand.

PACKING & MOVING IN
Can I move in before my contract starts?

If your room is available before your contract starts this is quite possible. Get in touch before you arrive and let us know when you plan to get here so we can try and accommodate this for you. The additional rent for this period will have to be settled before your arrival.

What should I bring with me?

Firstly, we recommend you check what is included in your room, kitchen and shared or private living space. Most of the essentials (like vacuum, brush, mops etc) are already included – so you don’t need to bring these – but please check your specific property.

What time should I arrive?

Once you’ve booked, we will help you choose a moving in slot. You can select this easily online too, check your emails closer to your move in date for the link.

LIFE AT RIVERSIDE

Where can I download the Riverside Handbook?

Click on the link below to view or download the residents’ handbook.

Are there any social events for residents?

Yes!

 

We run welcome events that will start online before you move in and take place in our common areas when it’s safe to do so. We have a calendar of events to suit everyone’s tastes. If big parties aren’t your idea of fun, you can come along to one of our silent study sessions or smaller coffee afternoons instead. Check the Riverside social channels for a list of upcoming events.

Can I smoke in my room?

You cannot smoke in your room or anywhere within the accommodation. There are designated smoking areas outside which are clearly signposted.

Can I stay over the summer?

We want you to make this your home, and we’d be delighted for you to stay with us over the summer. Let your local team know that you’re thinking of staying and they’ll help you with the arrangement.

How secure is the accommodation?

We understand how important it is to know that you are safe and secure at home. That is why we provide a 24-hour staffed service to provide a safe, secure and supportive environment for all our residents and to help them settle in and transition smoothly to independent living.

 

Key to this service are our team members, whilst they are all SIA licensed and trained to provide the range of traditional security services like patrolling, access control, CCTV monitoring and First Aid, their training and role extends far beyond this.

 

Every day they provide a first point of contact for students, not only for incident reporting but to offer help and support with a whole range of sometimes complex and personal problems. Experts in conflict management, they can help with good order and noise issues and even mediate in problems between flat members, sensitively making sure that one person’s welfare is not affected by the “enjoyment” of another.

I’m an international student, what so I need to know?

Check our International Student FAQs here

What happens in the event of a fire?

All habitable rooms are sprinklered so that any potential fires are extinguished before they are able to spread. The building has a full fire alarm system with a phased evacuation strategy to minimise unnecessary disturbance whilst enabling the evacuation of all students in the event of a fire. The building management team have a 24-hour onsite presence to enable the quick response to any incident.

CLEANING

Who cleans the rooms and shared areas?

If you are in a cluster flat then you are responsible for cleaning your own room, en-suite shower room and the shared kitchen within the flat. If you are living in a studio, you are responsible for cleaning your own room, en-suite and kitchenette. All landlord and communal areas are cleaned by the site cleaner. You can ask for assistance and advise at any time should you have difficulty maintaining your areas and keeping them clean and safe.

CANCELLATION

What if I want to cancel?

We recommend that if you are awaiting a visa or exam results to attend University you do not book until you have received these.

 

If after you have booked and confirmed your place you decide to withdraw you will need to find a replacement for your room.

FLAT MATES

Can I choose who I want to live with?

We want to make sure you have the best experience possible when you come to live with us. That’s why, when you book, we ask you about your interests and your personal preferences regarding your living arrangements.

 

We will do everything we can to accommodate these preferences and will also help you connect with your new housemates before you arrive so there will always be a familiar face when you get here.

Do you offer single gender accommodation?

We will accommodate requests for single gender accommodation, where we can. Let us know in the preferences section when you book with us and we will do our best to accommodate this for you.

What if I don’t get on with my flat mates?

We try and match you with people you have things in common with, so it’s very unlikely you wouldn’t get along with your housemates. If you are having problems though, please come and talk to us and we will help you resolve any issues.

PROCEDURES & INFORMATION

Complaints procedure

Riverside is committed to providing an excellent service. We’re always keen to hear your feedback and understand that problems do arise from time to time.

 

You should always try to resolve any complaints you have about your accommodation by first going to reception and making a member of the site team aware, who can then investigate the matter on your behalf.

 

If you feel this has not been effective, then Riverside operates the following written complaints procedure. First either type a letter and hand it in to reception or email the on-site management team at RSQCanterbury.UK@studentliving.sodexo.com

 

  • Within 2 workings days of receiving a written complaint you will receive an acknowledgement advising you when you can anticipate a formal response.

 

  • Within 7 Working days of receiving a written complaint we guarantee a full response from the on-site Manager.

 

  • If you are unhappy with the response. This complaint can then be escalated to the Account Manager who will respond within 12 working days of the original complaint.

 

  • If you are still unhappy with the response. The complaint can then be escalated to the National Code Administrator of ANUK who will act as an arbitrator and will enter into correspondence with the tenant (or their representative).

Equality opportunities statement

We try and match you with people you have things in common with, so it’s very unlikely you wouldn’t get along with your housemates. If you are having problems though, please come and talk to us and we will help you resolve any issues.

 

Endsleigh contents insurance

 

Confirm your FREE contents insurance

Your contents. Covered.

By partnering with Endsleigh, the No.1 student insurance provider, we’ve arranged free contents insurance for all our students staying with us.

It is important all students confirm their cover to ensure you understand what is and isn’t covered. Plus, you’ll also be entered into a prize draw, courtesy of Endsleigh!

 

Visit confirm your cover to see:

 

What is and what isn’t covered?

 

  • Key exclusions – where cover isn’t provided
  • Policy excess – the amount you pay when you make a claim
  • How to make claim
  • Personalise cover

 

Endsleigh understand students have a limited budget, so we have launched brand new, unique student insurance options. They have been designed to cover the risks that you may encounter whilst living in student accommodation and away from home.

What if I don’t get on with my flat mates?

We try and match you with people you have things in common with, so it’s very unlikely you wouldn’t get along with your housemates. If you are having problems though, please come and talk to us and we will help you resolve any issues.

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