FAQ

Answers to frequently asked questions

Do I have to pay a deposit to reserve a home with We Are Kin

We ask that you pay a small holding deposit to secure your home and take it off the market. This is then deducted from your 1st month’s rent. We do not charge a security deposit. This means you don’t have to fork out a large lump sum and worry about it being kept unfairly at the end of your tenancy.

Will my contents be insured if I rent a home with We Are Kin?

Yes! We provide all our residents with free contents insurance via Endsleigh. For no extra charge your basic contents (including laptops up to £1k) are insured against theft. If you would like to upgrade your cover please let us know and you will benefit from our discounted rates through Endsleigh.

Are all bills included in my rent?

Yes they are! We include all utilities and complimentary superfast fibre broadband in our homes so you don’t have to worry about splitting bills or setting up joint accounts with your housemates, just one payment covers everything. It is worth noting that council tax is not included however if you are a student then you are entitled to a full council tax exemption.

How can I report a maintenance issue?

When you move into a We Are Kin home you will be given instructions on how to download and use our smart maintenance app. This will allow you to report any issues immediately to us and attach photos & descriptions of the issue. We will then send out the appropriate contractor to fix the problem sharpish. If you have an emergency out of hours then please call the emergency number provided when you moved in.

Can I rent an individual room?

At We Are Kin we like to prioritise letting our properties to pre-formed groups. However we understand that this is not always possible.

If you just want to rent a room individually we will work hard to try to assemble groups of like-minded people to let properties together.

Paying Rent

When do I need to pay my rent?

Your contract will outline the dates on which your rental payments are due. Whilst we will do what we can to remind you of rent payments being due please understand that the responsibility for paying your rent on time rests with you.

If you believe you will have difficulty paying on these dates or would like to align you rental payments with your student loans then please contact us to discuss this.

Please note that all tenants will need to pay their first instalment of rent before we can release keys to any tenants on joint contracts.

What if I am no longer a student?

You can still live with us until the end of your contracted period; however you will become liable for council tax during this time. If you no longer want to live with us, we can help you find somebody to take over your tenancy, however this cannot be guaranteed and you will remain liable for the full commitments of your contract until such time that a replacement tenant can be found.

What if I can't pay my rent?

Please give us a call and we will work with you to find the best way in which to pay your rent. Alternatively, you can email us at homes@wearekin.co.uk. All rent is due in advance.

Please note, if your payment is more than 21 days late and we have not heard from you, then late payment charges may be applied to your account.

Living in your We Are Kin House

Office opening hours

The office opening hours are 9am to 5pm Monday to Friday. The office is closed on weekends and bank holidays.

If you have an emergency out of office hours, you can contact your Kin Keeper below. If you cause any damage beyond fair wear and tear either maliciously or by accident you will be responsible of the cost to the contractor to attend and remedy the situation.

Who is my Kin Keeper?

Your Kin Keeper is our person on the ground who is there to help with as many issues as possible as quickly as possible. They are also the emergency Out of Hours contact.

Kin Keepers

Lincoln – Alan: 07860 615 498

Liverpool – Neal: 07752 763 036

Non-emergency maintenance

The contractors will attend to complete emergency repairs only, further remedial works may be required in working hours following the call out.

Please ensure all non-emergency maintenance is reported through your property portal, or you can call the office during opening hours.

Emergency contact details

We Are Kin (Monday – Friday 9am – 5pm): 0204 524 7035

Out of Hours: Please contact your Kin Keeper.

Lincoln – Alan: 07860 615 498

Liverpool – Neal: 07752 763 036

Lock emergency

If you have locked yourself out or if a lock has failed, call 0204 524 7035

Please be advised there will be a minimum charge of £40.00 payable if you have locked yourself out and need to be let back in by your Kin Keeper.

If you are able to wait until the next day we can temporarily allow access to your room and the house to another member of the house until you have your phone back up and running.

If you are unable to get your phone back up and running then we can provide a key-fob for use. This key-fob requires a deposit payment of £85 to be returned once the key fob has been returned at the end of the tenancy.

Fire alarm fault & electrical emergency

In case of a fire alarm fault or electrical emergency please contact your Kin Keeper. Please do not contact the Kin Keeper by text as they will not receive your message. If you call and there is no answer, leave a voicemail message and they will get back to you as soon as possible.

Heating emergency

If you have no heating please report the issue through your property portal and a plumber will attend as soon as possible during working hours. If the problem has started on a Friday evening or Saturday and you require temporary portable heaters until the office re opens on Monday please call 0204 524 7035.

Fire emergency

In the event of fire, leave the building immediately using the nearest exit route. Do this in a calm and orderly manner closing any doors behind you, making your way to a safe space outside and away from the building.

Call 999 and ask for Fire and Rescue and give location/details to the call operator.

Do not stop or return to collect personal belongings. Do not re-enter the building. Only return to the building when told it is safe to do so by the Fire & Rescue, Fire Officer in Charge.