Help & FAQs

Call us on 0191 925 0631 and we can check if the property you are interested in is still available. The initial stage we will talk you through the application process, the referencing criteria and general information about the tenancy/ property.

Once all parties are satisfied to proceed, you will be asked to pay a holding deposit payment (equivalent to 1 weeks rent) which will cease all marketing of the property. You will then complete a third party referencing questionnaire to start the referencing process with Concurrent.

Once satisfactory referencing is received, contracts will be drawn up and sent to each tenant to sign electronically. A checkin time and date will be booked in once complete.

Most students will use their maintenance loan to pay rent. Loans are received generally three times a year (September, January, April approx).

If your rent is due on a different date to when you will receive your loan, you will need to let us know as soon as possible through email and we can usually arrange for you to pay your rent on an agreed date.

Please be aware that you will be required to make payment of your instalment due in July/start of your tenancy agreement to enable us to release keys for the property to you and your co-tenants.

Your first rent instalment is typically due on the start date of your tenancy.

Direct debit is our preferred method for rent payments, as it’s the easiest and most hassle-free option for tenants. Please contact us to set up your direct debit.

We can only accept payments from tenants or guarantors.

Keys will be ready for collection from 12 noon on the first day of your tenancy.

For students, the Lead Tenant listed on the tenancy agreement is responsible for collecting all keys associated with the property. If you are on an individual tenancy, this responsibility will fall to you.

The Lead Tenant will receive an email prompting them to schedule a key collection appointment. During the appointment, the tenant collecting the keys will receive all property keys and will be responsible for distributing them among the tenants.

The tenant collecting keys will also have to provide ID on collection

Before collecting keys, all tenants must have:

• Completed their Right to Rent in the UK check
• Paid the full property deposit
• Submitted their completed guarantor documents
• Either set up a direct debit or paid the first rent instalment.

If you can smell gas: 

• Call the National Gas Emergency Service External link immediately on 0800 111 999 – make a note of the reference number they give you 
• Put out any naked flames, and don’t smoke or strike any matches 
• Turn off all your gas appliances and don’t use them until they’re checked by an engineer 
• Turn off your electrical appliances, and avoid turning any switches on or off 
• Open your doors and windows 
• Contact Wellbridge for additional support  

Common issues outside of our office hours often involve maintenance problems and lockouts.

Below, we provide guidance on how to address these common concerns.

Maintenance:

If you experience an urgent maintenance issue when our offices are closed, and the situation requires immediate attention, please call 0191 9250631 and our team will support. The team are equipped to handle various queries and can, if necessary, coordinate with contractors to resolve an issue promptly.

Lock out:

If you have locked yourself out of your bedroom or property, our Out-of-Hours team, can arrange a locksmith to attend your property on your behalf. A cost will be associated with this service and will be invoiced to you shortly after. Alternatively, stay with a friend or relative and we can arrange for you to be let into your property to retrieve your key at the next available time.

Smell gas:

If you can smell gas: 

Call the National Gas Emergency Service External link immediately on  0800 111 999 – make a note of the reference number they give you 

Fire:

In the event of a fire: 

Raise the alarm to warn other occupants – shout ‘FIRE, FIRE, FIRE’. 

Ensure that no one is in immediate danger. 

Call the Fire Brigade – 999 

Leak:

If there’s a leak, you might need to shut off your water at the stop tap. There could be multiple stop taps in your property, typically found in one of three places: the cellar, utility room, or kitchen.  

Additionally, many individual appliances have their own isolator valve, which can also be useful if you can identify the source of the leak.

Power cut:

If you have a power cut in your property you should complete the following steps to establish the cause of the tripped electrics.

Firstly, check to see if there has been a power outage in your using the live power cuts map provided by National Grid.

If you there has not been a power outage in your area you should:

1. Go to the fuse box and ensure that all switches are to the very bottom, including the mains switch and the RCD Switch (these are the bigger switches).

2. Put RCD switch to the top and mains switch to the top, these two should always stay up.

3. Working from left to right put all of the smaller switches up to the very top, waiting around 10 seconds between each switch. If the item that tripped the electrics in the first place is still plugged in, it will cause the smaller switch to not stay up. You must locate this item and unplug from the wall and complete the above steps again.

4. Each small switch should be labelled with an area/description – i.e. Ground Floor Sockets. This will show you which area the item is plugged into, to work out which appliance/plug in is that’s tripping the electrics you will need to turn off and unplug everything that is plugged in on that circuit.

5. Once you have managed to keep all the switches up on the fuse board you can then start to plug each item back in (one at a time), this will show you which item is causing the electrics to trip.

6. The item that has tripped the electrics will probably require the fuse changing. If it is an appliance that Wellbridge have supplied you, raise it in the portal and we will arrange an electrician to attend and take a look.

Once a tenancy ends we aim to, return the deposit, via bank transfer, within 10 days. To return the deposit, we must complete the following steps:

1. Property Inspection
   On the day the tenancy ends our team will complete a property inspection. An inspector will complete a full walkthrough of the property detailing its condition in an inspection report.
   
2. Processing of Inspection Report
   Next, a team member will compare the inspection report against the check-in report completed at the end of the tenancy. Any discrepancies between the two reports will be investigated fully.
   
   If there are any deductions, these will be calculated at this stage.
   
3. Feedback
   Within 10 days, the nominated lead tenant will receive an email from a member of team.
   
   The email will include the inspection report in step 1, and, if necessary, a breakdown of any deductions.
   
   The nominated lead tenant is welcome to outline any queries they may have at this stage. We ask that any concerns are raised within 10 days of receipt of step 3.
   
   Bank details will be requested to organise the return of monies.
   
4. Return of Monies and Ending the Process
   All being well and without delay, funds will be returned to the bank details provided.

You can view the virtual tours available on our website, from the comfort of your own home. If you require a viewing in person at the property or would like more information, click on the ‘arrange a viewing’ link found on the individual property adverts or if it is a general letting enquiry you can use the contact us form on the contact us form.

You can also call us on 0191 9250631 or pop into the office to see us.

We would always ask that you initially view any properties of interest virtually using the video tour links on each advertisement. This will then narrow down your search to allow you to view the property you have chosen in person if needed.