Frequently asked questions
Get answers to some of our most frequently asked questions about IconInc.
Securing an apartment
How do I book a room?
Click 'Check Availability', and choose the IconInc location. Select your dates and then choose the IconInc apartment you want using the floor plan picker. Follow the application process and add any additional extras.
Why do I have to pay a deposit?
We take a £500 deposit at the point of completing your tenancy application. This is to secure against any damages throughout your tenancy. This will be returned to you following our post tenancy inspection.
Can couples rent an apartment at IconInc?
Couples can rent an apartment at IconInc. A 25% double-occupancy supplement would be applicable.
What payments types are accepted?
We accept debit/credit cards and bank transfers.
If I haven't been accepted on my course yet, can I still secure an apartment?
Yes you can reserve an apartment at any time. However, if you have a change in circumstances, you'll still be held to contract until a replacement tenant is found.
What is your refund policy?
All cancellations must be notified in writing to IconInc – verbal cancellations will not be warranted. Cancellations will only be valid when in receipt of written cancellation consent from IconInc.
We suggest if you are unsure about exam results, receiving your visa or other condition on you attending University that you do not book until you are sure.
If the Agreement is not completed for reasons within the landlord’s control, the £150 holding deposit will be refunded within 15 days of taking this payment. However, if it is determined that you have no right to rent / provide misleading or false information/ withdraw from the proposed agreement / fail to execute your application within 15 days, your £150 holding deposit will be forfeited.
After signing your Agreement, you are contractually bound to the tenancy and you can only be released after finding a suitable replacement tenant who will take on the full rent liability
What documents do I need to complete my tenancy?
Each tenant needs to complete an application form on StuRents.
You'll need to upload photo ID, complete a guarantor application (where applicable) and upload additional supporting documents. You'll need to complete a Direct Debit mandate and pay the holding deposit, tenancy deposit and rent.
Once this process is complete, we can issue keys to you on the day your tenancy starts.
What payments are taken to book a room?
A holding deposit of £150 is taken to reserve an apartment. This will be taken off your initial rent payment.
You'll then need to complete your application via StuRents. Upon completion we will take your £500 deposit.
Who are Sturents?
When you secure your apartment at IconInc, you'll complete an online application via StuRents.
You can manage your tenancy, pay your rent and upload any supporting documents all through this online platform.
After I have moved in
What is the 'free breakfast'?
Every day we provide an energising continental breakfast including homemade bread, pastries, a selection of cereals, fruit, yoghurt and granola. We also provide an amazing selection of spreads including Nutella, honey and jams. We've an array of fresh juices available.
Top top it off, we've got bean to cup coffee, tea and other hot drinks available 24/7.
Will I receive compensation if something is stolen from my room?
In the unlikely scenario of a fire, flood or burglary, we provide contents insurance through Endsleigh.
How safe & secure is IconInc?
At IconInc we take the security and safety of our tenants very seriously.
All our buildings are CCTV monitored and a member of staff will always be on site 24 hours a day.
You can only enter the building and your apartment with a dedicated key card.
What if I lose the key-card for my room or my mailbox key?
Replacing a lost key-card will cost £15. A new mailbox key is £5.
Are pets allowed?
We have a strict no pets policy at IconInc.
Can I have friends stay over in my apartment?
Yes, we are happy to allow guests to stay over for a couple of nights at IconInc.
If you wish to share your apartment with a friend or partner long-term you can rent an Elegance or Grande apartment for a 25% double occupancy supplement.
Can I bring my own furniture?
Here at IconInc we've considered every possible detail. Your apartment is fully-furnished and ready for you to move straight in!
To ensure health and safety regulations are maintained any small electrical appliances need to be PAT-tested.
Who do I contact in the case of an emergency?
We have concierge on-site 24/7, so please report to them in the event of an emergency.
When is my rent due?
If you opt to pay the full rent upfront, the rent is due two months in advance of your move in date.
If you opt to pay by instalments, your 1st rent instalment is due a month in advance of your move in date, then on the 22nd of the month every three months from then. For example, if your move in date is July 1st then your first rent payment would be due on June 1st, then September 22nd, December 22nd and finally March 22nd.
Do I need a TV license?
We’ve provided a Smart TV for you to Netflix until your heart's content or beat your mates on the Playstation.
However, if you would like to watch live TV then it is your responsibility to buy a TV Licence.
To find out more visit here
Are all the facilities included in my rent?
Yes, you can use all of IconInc's fantastic facilities for no extra charge including the gym, sauna, steam room, cinema, games rooms, communal social spaces and dedicated study rooms.
What’s included in my room?
How will internet access be provided?
Each apartment comes with a superfast broadband socket and high speed WiFi is available throughout the building.
The WiFi is up to 350mbps and there are no restrictions on how many devices can be connected.
Will my contents be insured?
Yes you have contents insurance when you stay with us at IconInc. You'll be given a list of what's covered when you move in.
Are cleaning and laundry included in my rent?
You can arrange weekly or monthly cleans of your apartment at an extra cost. All communal areas are cleaned on a daily basis.
Laundry facilities are provided for a small additional fee.
Are kitchen essentials included in my apartment?
In every kitchen there is a fridge/freezer, microwave/combi oven and a two hob cooker. If you need anything else, we have kitchen bundles available as an optional extra.
Contractual
What documents do I need to complete my tenancy?
You'll need to provide us with photo ID, proof of University acceptance, your visa (where applicable) and guarantor contact details.
Do I need a guarantor and what if I can't provide one?
Every student paying in instalments must have a UK based guarantor.
If you do not have a UK based guarantor, you may choose to use Housing Hand. They will charge an annual fee for using their service.
Please contact our team for further information.
What is the procedure for getting my deposit back?
A post tenancy inspection is completed when you have vacated your apartment.
You will then receive a deposit statement via email within 14 working days of your tenancy end date.
I don't have a UK bank account, how can I pay my rent?
We accept international bank transfers.
Can I cancel my contract or leave early?
On an Assured Shorthold Tenancy Agreement, you're legally bound until the end of your tenancy period. We can however consider ending your tenancy if you have a replacement. This individual will need to meet all of our criteria and be able to provide full guarantor details prior to the process being complete. There is an admin fee of £50 chargeable to the outgoing tenant. If you need any further information on this process please contact a member of the lettings team.
What are the lengths of the contract?
Our contracts start on 1st July, 1st August or 1st September and are for 10, 11 or 12 months.
Summer lets for 1 or 2 months may also be available in July and August.
What is your complaints procedure?
IconInc is committed to providing a professional service to all our clients and customers. When something goes wrong, we need you to tell us about it. This will help us to improve our standards.
If you have a complaint, please put it in writing, including as much detail as possible. We will then respond in line with the timeframes set out below (if you feel we have not sought to address your complaints within eight weeks, you may be able to refer your complaint to the Property Ombudsman to consider without our final viewpoint on the matter).
What will happen next?
• We will send you a letter acknowledging receipt of you complaint within three working days of receiving it, enclosing a copy of this procedure.
• We will then investigate your complaint. This will normally be dealt with by the office manager who will review your file and speak to the member of staff who dealt with you. A formal written outcome of our investigation will be sent to you within 15 working days of sending the acknowledgement letter.
• If, at this stage, you are still not satisfied, you should contact us again and we will arrange for a separate review to take place by a senior member of staff.
• We will write to you within 15 working days of receiving your request for a review, confirming our final viewpoint on the matter.
• If you are still not satisfied after the last stage of the in-house complaint procedure (or more than 8 weeks has elapsed since the complaint was first made) you can request an independent review from The Property Ombudsman without charge.
The Property Ombudsman Milford House 43-55 Milford Street Salisbury Wiltshire SP1 2BP 01722 333 306 admin@tpos.co.uk www.tpos.co.uk
Please note the following:
You will need to submit your complaint to The Property Ombudsman within 12 months of receiving our final viewpoint letter, including any evidence to support your case.
The Property Ombudsman requires that all complaints are addressed through this in-house complaints procedure, before being submitted for an independent review.
What is your equality & diversity policy?
Your time at university should be a fantastic life experience, and your accommodation can play a large part in how you settle and enjoy your time . At IconInc we'll strive to make sure all your needs are met to the best of our abilities, to ensure you have the best experience possible whilst studying!
IconInc is committed to ensuring that we provide an environment which is free from harassment, discrimination, bullying or victimisation where all persons are treated with respect and dignity. We incorporate equality and diversity into our core objectives, making every effort to eliminate discrimination, create equal opportunities and develop good relationships between different people.
Diversity strategy Diversity and inclusion are an essential and embedded part of our strategy and we are committed to working in an inclusive way to create a culture of diversity where all persons are valued for their individuality and to develop a student community that reflects the UK’s rich diversity and vibrancy.
Equality objectives We will work to best practice in all equality areas and ensure that our equality policies are fulfilled by promoting equality and preventing discrimination through our role as a student accommodation service provider. We will consider the needs of different groups of individuals and have due regard to the need to eliminate unlawful discrimination, advance equality of opportunity, and foster good relations between different people.
Allocation of Accommodation No person or group of persons applying for accommodation will be treated less favourably than any other person or group of persons because of their race, colour, ethnic or national origin, religion or belief, gender, disability, appearance, age, marital status, sexual orientation or social status.
We are here to help We recognise that equality and diversity issues are complex. If you have any concerns please do not hesitate to speak to the Manager of your accommodation.
