FAQ

Frequently Asked Questions

FAQ

Frequently Asked Questions



  • 1.Know More
  • Check-in procedure
    VaubanFort10-01-2019

    WHERE & WHEN?

    • The check-in procedure is done at the property with one of our agents at a pre-arranged time (12am-7pm).
    • It will normally take anywhere between 15-20minutes.

     

    N.B. Check-in on weekends or national holidays

    Note we do not work on Sundays or National holidays. If you still wanted to move in on any of these days, we leave your keys with one of our trusted tenants and schedule a proper check-in with you directly on the next working day.

    Proof of payment in full needs to be sent prior to this. 

     

    WHAT IS IT?

    During the ‘check-in’ we provide you with the keys, check the state of both the room and the property overall and complete a document called 'Etat des lieux' (Joint entry inventory). This document is checked again upon your departure to determine if the room is in the same state as upon your move in and whether there are any claims.

     

    WHAT IS IT?

    Prior to arrival we already should have received all your documents. On the day of the moving-in you would have to bring:

    • Proof of payment (from the bank or a screenshot with mobile banking)
    • Your ID

     

    N.B. We do not provide any bedclothes as these are personal items.

     

     

  • What happens if my check-in date is on a Sunday or a holiday?
    VaubanFort17-01-2019

    Please contact our team and we will help you sort this out.

     

     

  • Check-out procedure
    VaubanFort17-01-2019

    HOW TO CHECK OUT / Etat de sortie

    The actual ‘check out’ (Etat de sortie) happens with one of our agents and normally takes about 5-10min. It is a basic check of the condition of the room/flat against the joint entry inventory (Etat des lieux) that was completed when you moved in.

     

    Kindly make sure you check the following before you move out:

    • Thoroughly clean your room but also help to tidy up the bathrooms, guest toilet and kitchen
    • You should also check the commons as well as the basement (storage)
    • In the kitchen please check your shelves and clean these
    • Double check ‘your’ shelves in the fridge and that these are clean
    • Settle all outstanding bills with any of the other tenants (if there are any)

     

    N.B. Be aware that unless your room is in a clean and presentable state we might have to ask a cleaner to do this for you for a fee of 29€

     

    N.B.1 Your deposit will be returned within 2 working days if there is no claim. Please have your bank details (IBAN) ready during check out so that we can process your return.

     

     

  • How to give notice? /Termination of contract
    VaubanFort17-01-2019

    To terminate your contract is straight forward. All you have to do is to send us a written letter that includes the following:

    • Date
    • A single sentence that you would like to give us notice (i.e. move out)
    • Sign this letter at the bottom
    • Send it via the post (lettre recommandée) or a screenshot via email to us

     

    N.B. IMPORTANT! Your notice period is 2 months which starts from the first day of the month following your notice. For example if you give us notice on the 14th March 2019, your very last day at the property is the 31st May 2019.

     

    If you wanted to move out at the end of 6 months, you need to give us notice towards the end of the 3rd month!

     

    Tip: The best thing to do is to contact us as soon as you think you might need to move. We will try and help you out although we cannot always guarantee that we can find a replacement.

     

     

  • Is it possible to end my contract early?
    VaubanFort17-01-2019

    Once the initial period of the 6 months is over, you can give us notice at any moment in time.

     

    Your notice period is 2 months which starts from the first day of the month following your notice. For example if you give us notice on the 14th March 2019, your very last day at the property is the 31st May 2019.

     

    N.B. Until the end of that period you remain liable for the rent. However do contact our team and we will do our best to help you out. You might be able to get a pro-rata of your rent back.

     

     

  • How quickly will my deposit be processed?
    VaubanFort17-01-2019
    • Once the check-out procedure has been completed your deposit will be processed within 2 working days.
    • You will receive a confirmation email that your deposit has been processed:
      National transfers take between 1-2 working days / International transfers take between 3-5 working days

     

     

  • How to book a room?
    VaubanFort17-01-2019

    So you came to one of the viewings and liked the room? Great, here is what we need from you:

     

    • A copy of your ID
    • A copy of your work contract
    • Previous living address (to put into the contract)
    • Occasionally we might also ask you for references (from previous landlords)

     

    When the contract has been signed we require payment of our fees for which you will also get a receipt. Once these steps are completed, the room is properly booked.
    We look forward to welcome you on board!

     

    N.B. It is not possible to book a room online, only. Images can be misleading and we want to make sure that what you see is what you actually get. You should always insist to have a visit in person or via Skype before booking a room.

     

     

  • Why is there an agency fee?
    VaubanFort17-01-2019

    We have a low (reduced) fee which helps to cover:

     

    • Day-to-day operations
      Our agents arrange 1-on-1 visits to place a tenant which also goes hand in hand with some administrative work like advertising, phone calls, emailing and booking appointments.
    • Professional maintenance
      We have professional maintenance that assists right way in case that something needs to be fixed.
    • Creating communities
      We spend a substantial amount of time to find our tenants and speak to each person individually. Once you join our community, we also manage any potential problems that might come up.
    • Flat transformations + Refurbishment
      Most flats require additional work to meet the standards of modern well-equipped apartments (e.g. new kitchen, wooden floors or inside transformations of the flat and repairs). Our flats are fully furnished regarding individual rooms as well as common areas, including washing machines, dishwasher and high speed internet. This is our most important expenditure.
    • We guarantee quality standards
      This is important because what you see online and get in person once at a property can be two very different things. We make sure that what you see is what you get.
    • Insurance cover & 100% legal
      All our properties are fully insured and of course it is possible to register at the townhall.

     

    N.B. Unlike some of our competitors we do not do online bookings which are obviously a lot less time consuming. Your room should not just be a pied-à-terre but a real home.

     

     

  • Can I register at the townhall?
    VaubanFort17-01-2019

    All our flats are fully insured and a 100% legal. Registering at the town hall is no problem at all and in fact we recommend tenants to do so as these can also apply for a 'parking vignette' for instance.

     

     

  • 2.Payment
  • How do the charges work?
    VaubanFort17-01-2019

    Our charges are all inclusive and literally include everything: gas (if applicable), electricity, water, payments to the 'gérance' of the building, our maintenance, Internet...Everything really.

     

    N.B. Be aware that our charges are capped at an amount indicated in your contract to prevent abuse (e.g. going on holiday for 2 weeks and leaving the tab on).

     

     

  • When to pay the rent?
    VaubanFort17-01-2019

    As agreed in your contract, the rent has to be in our account by the 1st of each month. Keeping 2-3 days for the transfer to arrive in hand, you should arrange for the monthly payment of the rent between the 26-28th of each month.

     

    N.B. Kindly set up a standing order. One of our agents will normally also ask you for this when you move in.

     

     

  • How to make the first payment / pay the deposit?
    VaubanFort17-01-2019

    You can pay the deposit either with a bank guarantee (which costs a small fee with the bank) or make a direct transfer to our account for which you receive a receipt. Once you move out, you get your deposit back with 2 working days.

     

    Be aware that we need to receive payment in full for you to move in.

     

    N.B. In case of an international transfer, you normally have to unlock payments to a new international country either directly at your bank (takes 1 or 2 days) or sometimes also via online banking.

     

    Kindly do unlock this before arrival to avoid any problems.

     

     

  • 3.Maintenance
  • Something does not work as it should?
    VaubanFort17-01-2019

    If something breaks down, please notify Cristina vaubanfort@fermagest.lu from our maintenance team.

     

    In your email:

     

    • Clearly describe the problem (where is it/ what happens/ when did you notice it)
    • Ideally add a photo from your mobile phone
    • Please be specific – the problem might be obvious for you but the more details you can provide, the better.
    • If the problem is in your room, leave your door unlocked

     

     

  • My internet is poor
    VaubanFort17-01-2019

    We take a good internet connection very seriously. If the connection does not work as it should:

     

    • Try and reset the router (switch it off for 20seconds and switch it on again)
    • If the problem persists do talk to the other flatmates

     

    If the problem cannot be resolved, do contact us and we take the appropriate steps to remedy this (install a router / arrange for a technician to come etc.).

     

     

  • How to flag antisocial behaviour?
    VaubanFort17-01-2019

    Being part of a community has a lot of advantages and we pride ourselves on creating a trusted environment. If nevertheless something is not as it should be, do not hesitate to contact us.

     

    N.B. You have a right to live in a clean and respectful environment. Antisocial behaviour will not be tolerate and might lead to the termination of your contract with no recourse.

     

     

  • How to help our cleaners?
    VaubanFort17-01-2019

    Nearly all flats have basic cleaning included in their package. However you are still expected to clean after yourself and leave areas in a tidy and presentable state for the next person to use.

     

    The day before the cleaners are visiting, it is much appreciated if you:

    • Tidy up the common spaces and kitchen a little bit
    • Support the cleaners by keeping your home clean and tidy
    • All flats have a ‘cleaning rota’ where we actively encourage you to join in
    • Do assist with recycling

     

     

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