Q: Housekeeping Service

Who cleans my apartment? Unless otherwise specified, Twenty Campus includes two cleaning sessions per month as part of your rent. This service is carried out by the same cleaning company responsible for maintaining the common areas of the residence. You’ll need to sign up in advance for a cleaning slot using the Twenty Campus App. Go to the “Messages” tab and click on “Contact my Big Bro” to access the cleaning schedule. To ensure proper cleaning, here are a few tips: -> Except for furniture, please make sure no objects or clothes are left on the floor. -> Since the bathroom area will also be cleaned, it should be cleared of any personal items. -> If needed, you can also request additional cleaning, available at an extra cost.

Q: Your Apartment

Are the apartments smoking-friendly? Smoking is not explicitly prohibited, but please note that any damage caused by excessive smoking (e.g. yellowed walls, burns on the floor, etc.) will be deducted from your security deposit. Do I have my own kitchenette and bathroom? Yes, each apartment includes a private bathroom and private kitchenette. If you are staying in a “Kot” (shared unit), the kitchen and shower rooms may be shared. Can I move or remove the furniture in my apartment? You are allowed to move or remove furniture, but all items must be returned to their original position at the time of the move-out inspection. The apartment must be left exactly as it was when you moved in. What should I bring when moving in? You’ll need to bring your personal belongings, as well as bed linen and household linen. Can I decorate or personalize my apartment? Yes, you may decorate and personalize your apartment, as long as you don’t damage the walls or surfaces and ensure the unit is returned in good condition when you leave.

Q: Residence Guidelines

Is there a residence rulebook? Yes. The residence rules are posted in the lobby and also sent to you as an annex to your rental contract, which you must sign. Are pets allowed? The rules outlined in Law No. 99-5 of January 6, 1999 concerning dangerous and stray animals apply to all residents. In accordance with this law, it is strictly prohibited to keep attack dogs (Category 1, as defined in Article L211-1 of the French Rural Code). You may only bring a commonly accepted domestic pet, and only if it is compatible with the size of your apartment. ⚠️ In furnished student studios, keeping a pet is strongly discouraged due to: -> Small surface area (discomfort for the animal), -> Noise and nuisance issues, -> Neighbor complaints and hygiene concerns. The pet owner is fully responsible for any damages caused by the animal. Pets are not allowed to roam freely in common areas. Are there specific entry/exit hours for the residence? There are no restricted hours for entering or exiting the residence. However, if the residence is located on a university campus, access may be regulated by campus-specific rules. Where is the trash room located? How is waste sorted? Upon arrival, the site manager will give you all necessary practical information to ensure your comfort — including waste sorting procedures. The trash room is usually located on the ground floor, and includes containers for selective sorting (recycling, general waste, etc.).

Q: Your Contact on Site

When can I see the site manager? What is their role? The site manager welcomes residents and ensures the smooth operation of the residence. You can reach out to them if you encounter a problem in your apartment or in the building. You can contact the site manager by: -> Email -> Phone -> Through the Twenty Campus App -> Or by visiting their office within the residence (opening hours are posted on site). How do I receive my packages? You can notify the site manager in advance that a package is expected. It may be delivered directly to your mailbox. Some residences are also equipped with parcel lockers, making delivery even easier. Who should I call in case of emergency? Emergency numbers are posted in the residence lobby. Just in case: -> Fire department: 18 -> Police: 17 For any specific or local emergency, contact the site manager by phone.

Q: Activities

Are there any activities organized in my residence? Yes! By following your residence’s updates on social media or the private Facebook group, you’ll find out about all upcoming events. Feel free to suggest your own ideas to the site manager too! How can I stay up to date with what’s happening in my residence? It’s super easy — just check the notice boards and join the Facebook group for your residence. How can I join my residence’s WhatsApp group? Send a request to your site manager, and they’ll add you to the private WhatsApp group for your residence. How can I follow Twenty Campus news? Just follow us on Facebook, Instagram and TikTok to stay in the loop! I’d like to organize an activity in my residence. How can I do that? You’ve got two options: -> Talk to your site manager, or -> Send a message to the Twenty Campus team via social media. I’d like Twenty Campus to partner with an event I’m organizing or attending. What should I do? Just drop us a message on Facebook, TikTok or Instagram and tell us about your project. We’ll review it and get back to you as soon as possible.

Q: Visitor Policy

Can a guest stay in my apartment? Yes, you're allowed to host a guest temporarily in your apartment. However, please note that guests do not have access to Twenty Campus services. If your residence is located on a university campus, hosting guests may be subject to specific rules set by the campus — please refer to the residence’s internal regulations. Can I have friends over? Yes, you can invite friends to your apartment. However, you are fully responsible for their behavior, and everyone must comply with the residence’s rules.

Q: Minor Issues

What should I do if I lose my keys? Any lost badge or key must be reported immediately to the site manager, for security reasons. Key replacements must follow the original key system, which is available from the site manager. Your home insurance may cover lost keys, so don’t forget to file a claim with your insurer. There’s a problem in the residence—what should I do? If you notice an issue in the common areas or with shared services, report it in the Twenty Campus App under: “Report an Issue → Common Areas & Services”. I’m having problems with a neighbor—what should I do? If you're having an issue with a neighbor, try to speak with them directly first. You can also ask the site manager to help resolve the situation amicably by submitting a report through the app: “Report an Issue → My Apartment → Neighbors”. If the disturbance continues, you may need to contact the local authorities by calling 17 (police emergency number in France). There’s a problem in my apartment—what should I do? Check the list of tenant responsibilities according to French law (Decree No. 87-712 of August 26, 1987): 👉 https://www.legifrance.gouv.fr/loda/id/LEGITEXT000006066148 If the issue is not your responsibility, report it in the Twenty Campus App under: “Report an Issue → My Apartment”.

Q: How Do I Pay My Rent?

When and how should I pay my rent? Rent is due on the 1st day of each month. You can pay by bank transfer, credit card, or direct debit. If you're paying by credit card or bank transfer, go to the “PAY” section in the Twenty Campus App. How does direct debit work? Your rent and charges will be debited from your account on the 5th of each month. To activate direct debit, you must fill out an authorization form. To do so, log in to the Twenty Campus App, go to “My Account”, click “Pay”, and follow the instructions. I want to change my bank details—how do I do that? Log into the Twenty Campus App and send a message via “Contact My Manager”. I’m having trouble paying my rent—what should I do? Don’t wait until the situation worsens. Contact the Twenty Campus Recovery Department as soon as possible at +33 3 20 12 25 89. Our team will help you find a solution.

Q: Questions About My Rent

The amount charged doesn’t match my usual rent. Why? Check your account balance in the Twenty Campus App — the explanation is likely there. If not, feel free to contact your residence manager through the app under “Contact My Manager”. I’ve moved out, but I’m still being charged rent. Why? If you’re still paying rent after your departure, it’s likely because your apartment is part of our state-regulated (conventioned) housing program. In this case, rent is billed in arrears. Example: January rent is due on February 1st. You can confirm this by checking your Twenty Campus App. I don’t use all the services in my residence. Can I get a refund? Twenty Campus residences operate on a service-inclusive model. The para-hotel service package is inseparable from your rent and charges. We encourage you to take full advantage of the included services.

Question 1

Housekeeping Service

Tiphaine Housseau · Accepted Answer

Who cleans my apartment?
Unless otherwise specified, Twenty Campus includes two cleaning sessions per month as part of your rent.
This service is carried out by the same cleaning company responsible for maintaining the common areas of the residence.

You’ll need to sign up in advance for a cleaning slot using the Twenty Campus App.
Go to the “Messages” tab and click on “Contact my Big Bro” to access the cleaning schedule.

To ensure proper cleaning, here are a few tips:

-> Except for furniture, please make sure no objects or clothes are left on the floor.
-> Since the bathroom area will also be cleaned, it should be cleared of any personal items.
-> If needed, you can also request additional cleaning, available at an extra cost.

Question 2

Your Apartment

Tiphaine Housseau · Accepted Answer

Are the apartments smoking-friendly?
Smoking is not explicitly prohibited, but please note that any damage caused by excessive smoking (e.g. yellowed walls, burns on the floor, etc.) will be deducted from your security deposit.

Do I have my own kitchenette and bathroom?
Yes, each apartment includes a private bathroom and private kitchenette.
If you are staying in a “Kot” (shared unit), the kitchen and shower rooms may be shared.

Can I move or remove the furniture in my apartment?
You are allowed to move or remove furniture, but all items must be returned to their original position at the time of the move-out inspection.
The apartment must be left exactly as it was when you moved in.

What should I bring when moving in?
You’ll need to bring your personal belongings, as well as bed linen and household linen.

Can I decorate or personalize my apartment?
Yes, you may decorate and personalize your apartment, as long as you don’t damage the walls or surfaces and ensure the unit is returned in good condition when you leave.

Question 3

Residence Guidelines

Tiphaine Housseau · Accepted Answer

Is there a residence rulebook?
Yes. The residence rules are posted in the lobby and also sent to you as an annex to your rental contract, which you must sign.

Are pets allowed?
The rules outlined in Law No. 99-5 of January 6, 1999 concerning dangerous and stray animals apply to all residents.
In accordance with this law, it is strictly prohibited to keep attack dogs (Category 1, as defined in Article L211-1 of the French Rural Code).

You may only bring a commonly accepted domestic pet, and only if it is compatible with the size of your apartment.

⚠️ In furnished student studios, keeping a pet is strongly discouraged due to:

-> Small surface area (discomfort for the animal),
-> Noise and nuisance issues,
-> Neighbor complaints and hygiene concerns.

The pet owner is fully responsible for any damages caused by the animal.
Pets are not allowed to roam freely in common areas.

Are there specific entry/exit hours for the residence?
There are no restricted hours for entering or exiting the residence.
However, if the residence is located on a university campus, access may be regulated by campus-specific rules.

Where is the trash room located? How is waste sorted?
Upon arrival, the site manager will give you all necessary practical information to ensure your comfort — including waste sorting procedures.
The trash room is usually located on the ground floor, and includes containers for selective sorting (recycling, general waste, etc.).

Question 4

Your Contact on Site

Tiphaine Housseau · Accepted Answer

When can I see the site manager? What is their role?
The site manager welcomes residents and ensures the smooth operation of the residence.
You can reach out to them if you encounter a problem in your apartment or in the building.

You can contact the site manager by:

-> Email
-> Phone
-> Through the Twenty Campus App
-> Or by visiting their office within the residence (opening hours are posted on site).

How do I receive my packages?
You can notify the site manager in advance that a package is expected.
It may be delivered directly to your mailbox.
Some residences are also equipped with parcel lockers, making delivery even easier.

Who should I call in case of emergency?
Emergency numbers are posted in the residence lobby.

Just in case:
-> Fire department: 18
-> Police: 17

For any specific or local emergency, contact the site manager by phone.

Question 5

Activities

Tiphaine Housseau · Accepted Answer

Are there any activities organized in my residence?
Yes! By following your residence’s updates on social media or the private Facebook group, you’ll find out about all upcoming events.
Feel free to suggest your own ideas to the site manager too!

How can I stay up to date with what’s happening in my residence?
It’s super easy — just check the notice boards and join the Facebook group for your residence.

How can I join my residence’s WhatsApp group?
Send a request to your site manager, and they’ll add you to the private WhatsApp group for your residence.

How can I follow Twenty Campus news?
Just follow us on Facebook, Instagram and TikTok to stay in the loop!

I’d like to organize an activity in my residence. How can I do that?
You’ve got two options:
-> Talk to your site manager, or
-> Send a message to the Twenty Campus team via social media.

I’d like Twenty Campus to partner with an event I’m organizing or attending. What should I do?
Just drop us a message on Facebook, TikTok or Instagram and tell us about your project.
We’ll review it and get back to you as soon as possible.

Question 6

Visitor Policy

Tiphaine Housseau · Accepted Answer

Can a guest stay in my apartment?
Yes, you’re allowed to host a guest temporarily in your apartment.
However, please note that guests do not have access to Twenty Campus services.

If your residence is located on a university campus, hosting guests may be subject to specific rules set by the campus — please refer to the residence’s internal regulations.

Can I have friends over?
Yes, you can invite friends to your apartment.
However, you are fully responsible for their behavior, and everyone must comply with the residence’s rules.

Question 7

Minor Issues

Tiphaine Housseau · Accepted Answer

What should I do if I lose my keys?
Any lost badge or key must be reported immediately to the site manager, for security reasons.
Key replacements must follow the original key system, which is available from the site manager.

Your home insurance may cover lost keys, so don’t forget to file a claim with your insurer.

There’s a problem in the residence—what should I do?
If you notice an issue in the common areas or with shared services, report it in the Twenty Campus App under:
“Report an Issue → Common Areas & Services”.

I’m having problems with a neighbor—what should I do?
If you’re having an issue with a neighbor, try to speak with them directly first.
You can also ask the site manager to help resolve the situation amicably by submitting a report through the app:
“Report an Issue → My Apartment → Neighbors”.

If the disturbance continues, you may need to contact the local authorities by calling 17 (police emergency number in France).

There’s a problem in my apartment—what should I do?
Check the list of tenant responsibilities according to French law (Decree No. 87-712 of August 26, 1987):
👉 https://www.legifrance.gouv.fr/loda/id/LEGITEXT000006066148

If the issue is not your responsibility, report it in the Twenty Campus App under:
“Report an Issue → My Apartment”.

Question 8

Temporary Absence

Tiphaine Housseau · Accepted Answer

I’ll be away from my apartment for a few weeks (e.g. during the holidays). What should I do?
Here are our recommendations:

-> Inform your site manager about your absence.
-> Turn off the lights and heating before you leave.
-> Empty your refrigerator, especially any perishable food items, and take out the trash.
-> If you choose to unplug your fridge, make sure to leave the door open to avoid mold or odors.

Question 9

How Do I Pay My Rent?

Tiphaine Housseau · Accepted Answer

When and how should I pay my rent?
Rent is due on the 1st day of each month.
You can pay by bank transfer, credit card, or direct debit.
If you’re paying by credit card or bank transfer, go to the “PAY” section in the Twenty Campus App.

How does direct debit work?
Your rent and charges will be debited from your account on the 5th of each month.
To activate direct debit, you must fill out an authorization form.
To do so, log in to the Twenty Campus App, go to “My Account”, click “Pay”, and follow the instructions.

I want to change my bank details—how do I do that?
Log into the Twenty Campus App and send a message via “Contact My Manager”.

I’m having trouble paying my rent—what should I do?
Don’t wait until the situation worsens.
Contact the Twenty Campus Recovery Department as soon as possible at +33 3 20 12 25 89.
Our team will help you find a solution.

Question 10

Questions About My Rent

Tiphaine Housseau · Accepted Answer

The amount charged doesn’t match my usual rent. Why?
Check your account balance in the Twenty Campus App — the explanation is likely there.
If not, feel free to contact your residence manager through the app under “Contact My Manager”.

I’ve moved out, but I’m still being charged rent. Why?
If you’re still paying rent after your departure, it’s likely because your apartment is part of our state-regulated (conventioned) housing program.
In this case, rent is billed in arrears.
Example: January rent is due on February 1st.
You can confirm this by checking your Twenty Campus App.

I don’t use all the services in my residence. Can I get a refund?
Twenty Campus residences operate on a service-inclusive model.
The para-hotel service package is inseparable from your rent and charges.
We encourage you to take full advantage of the included services.

Question 11

Rent and Indexation

Tiphaine Housseau · Accepted Answer

What is rent?
Rent is the financial compensation paid by the tenant for the use of a property.
It represents the cost of occupying the unit.
The lease includes an indexation clause, which is applied every year on January 1st.

How is rent indexation calculated?
The rent adjustment is based on the INSEE Rent Reference Index (Indice de Référence des Loyers – IRL).
Your lease specifies the reference date of the index used for the annual revision.
If no date is indicated, the latest index published at the time of signing the lease is used.

Once you have the index values, simply apply this formula:
Base Rent × (New Index ÷ Old Index) = New Rent Amount

Question 12

What Is the TEOM (Household Waste Tax)?

Tiphaine Housseau · Accepted Answer

What is the TEOM?
The TEOM (Household Waste Collection Tax) is a municipal tax that is paid by the tenant.
It is calculated pro rata based on the time you occupy the apartment.
The TEOM is billed to you once a year.

Question 13

Electricity Contract

Tiphaine Housseau · Accepted Answer

Is electricity included in my rent? How do I set up an electricity contract?
Whether electricity is included or not is specified on the residence page of our website and in your lease agreement.

-> If electricity is not included, Twenty Campus offers an option called “”Twenty Easy Watt”” to help you set up your electricity account easily. This option is available during your reservation process.

-> Once your electricity account is activated, you will be able to manage your subscription and monitor your usage directly through your electricity provider’s online portal.
⚠️ The subscription and payments are your personal responsibility and are not handled by Twenty Campus.

-> If the “Twenty Easy Watt” option is not available for your residence, don’t worry — we will provide you with all the necessary information to open your own contract.
(Note: some residences are managed by a local municipal utility.)

Question 14

Getting Ready to Move In

Tiphaine Housseau · Accepted Answer

What documents do I need to bring on move-in day?
You must bring a valid ID and be able to present your signed lease agreement (which you will have received by email beforehand).

If you did not choose the “Twenty Assur’” insurance, you must also provide your own home insurance certificate.

If you are under 18, your guarantor must be present on arrival and provide a valid ID.

Question 15

Move-In Inspection

Tiphaine Housseau · Accepted Answer

How long does the move-in inspection take?
A move-in inspection generally takes 15 to 30 minutes.

How do I schedule my move-in inspection?
You can schedule your move-in inspection directly from your Twenty Campus account.
If needed, we will provide the contact details of the site manager.

⚠️ Booking an appointment is mandatory for your arrival.
The appointment must be confirmed before your check-in date.

What time can I arrive?
Each residence has different arrival hours, which will be provided when you book your appointment.
You must inform the site manager of your arrival time to ensure your apartment is ready.

Can I do my move-in inspection on the weekend?
Move-in inspections are conducted Monday to Friday only and must be scheduled in advance with the site manager.

Question 16

How to End My Lease

Tiphaine Housseau · Accepted Answer

What is a notice period? How long is it? Who do I send it to?
The notice period is the time between when you inform us of your departure and the actual end date of your lease.
By law, this period is one month.

You can submit your notice to vacate directly via the Twenty Campus App:
Go to “Messages” → “Terminate My Lease”.
We will then provide all the necessary instructions and procedures to help you prepare for your departure.

Can I leave my apartment at any time?
Although the lease is for one year, you can request to terminate it at any time.
A minimum one-month notice is required.
You will be responsible for rent and charges until the end of the notice period.

⚠️ Be careful: if you move out before the last day of the month, you will not receive housing assistance (APL/AL) for that month.

What is the “”Pre-Move Inspection”” (Visite Conseils)?
This visit allows the site manager to advise you on what needs to be done in your apartment before you move out.
It’s also a good opportunity to ask questions about your departure, your rent, or your security deposit.

When you initiate your lease termination via the app, you can suggest a date for this inspection.
The site manager will confirm it with you.
You can also contact them by phone, email, or in person if needed.

Can I cancel my notice to leave?
Yes, cancelling your notice is possible, but only if the apartment has not already been rebooked.
To request a cancellation, please contact your site manager as soon as possible via the “Messages” section in the app.

Question 17

Move-Out Inspection

Tiphaine Housseau · Accepted Answer

How do I schedule my move-out inspection?
When you submit your lease termination via the Twenty Campus App, you can suggest a convenient date for the move-out inspection.
This appointment will then be confirmed by the site manager.
If needed, you can contact them by phone, email, or in person.

Who should I return my keys to?
All keys, badges, and remotes must be returned to the site manager during the move-out inspection.

What do I need to provide for the move-out inspection?
You must give your new mailing address and provide your bank account details (RIB) so we can refund your security deposit.
⚠️ Without this information, we will not be able to process the refund.

Can I move out without doing the inspection?
No — the move-out inspection is mandatory.
If you cannot attend, you may authorize a trusted person to represent you with a written proxy.

How should I prepare the apartment?
Before the move-out inspection, make sure your apartment is thoroughly cleaned:

-> Wash the floors,
-> Clean any washable walls,
-> Remove dust and limescale,
-> Fix small damages (like holes in the walls).

If you made any modifications to the apartment, you must restore it to its original condition, unless otherwise agreed with the landlord.
Your goal is to return the unit as it was during your move-in inspection.

The inspection is done—what’s left to do?
-> Close your electricity contract, if you had one.

-> Cancel your home insurance.
If you used Twenty Assur’, your policy will automatically end with your departure — no action needed.

-> Don’t forget to inform all relevant institutions of your departure (CAF, tax office, subscriptions, etc.) and provide them with your new address.

Question 18

After Moving Out: Final Rent Payment

Tiphaine Housseau · Accepted Answer

I’ve moved out, but I still have rent to pay. Why?
If you still have a rent payment due after moving out, it’s likely because your apartment is part of a “conventioned” (state-regulated) housing program.
In this case, rent is billed in arrears.
Example: January’s rent is due on February 1st.
You can verify this directly in the Twenty Campus App.

I’m leaving in the middle of the month—how is my final rent calculated?
Your final rent will be calculated based on the number of days occupied.
This will be clearly shown in your final payment notice.

⚠️ Please note: If you leave before the last day of the month, you will not receive housing assistance (AL/APL) for that month.
To receive AL or APL, the entire month must be billed.
Example:

-> If your contract ends on the 28th, you won’t be eligible for AL/APL.
-> If it ends on the 30th or 31st, you will be.

Can the final rent be deducted from my security deposit?
No — by law, the last rent payment cannot be deducted from your security deposit.

Does the security deposit cover the final rent?
No — the security deposit is not used to pay rent or charges.
It is intended to cover potential damage to the property.
You must pay all outstanding amounts before your departure.

Question 19

After Moving Out: Security Deposit

Tiphaine Housseau · Accepted Answer

When will I get my security deposit back after moving out?
-> If the move-out inspection matches the move-in condition report and no deductions apply:
The security deposit will be refunded within one month.

-> If deductions or charges apply:
The refund will be processed within two months.

How will my security deposit be refunded?
The refund is made via bank transfer.
You must provide a valid bank account (RIB) at the time of your move-out inspection.
If the refund is issued to a foreign bank account, Twenty Campus will not cover any transfer fees that may apply.

What happens if there is damage in the apartment?
Any damage noted during the move-out inspection will be deducted from your security deposit.
To check pricing, you can refer to the price list attached to your lease agreement.
You will receive a detailed breakdown of charges from our accounting team once your file has been processed.

Question 20

After Your Stay

Tiphaine Housseau · Accepted Answer

What happens if I receive mail or a package after I’ve moved out? You can contact the site manager to check if anything has arrived for you, and you may pick it up in person at the residence.

Question 21

Can I Visit a Residence?

Tiphaine Housseau · Accepted Answer

Can I visit a residence or an apartment?
If you’re able to visit in person, you can schedule an appointment with the site manager.

If not, you can still take a virtual 360° tour of the residence and a sample apartment directly from the residence page on our website.

Apartments are designed identically by type, so you’ll be able to visit a model unit.
If the specific apartment is currently occupied, the visit will depend on the current tenant’s availability.

Question 22

Residence Accessibility

Tiphaine Housseau · Accepted Answer

Are the apartments adapted for people with reduced mobility (PRM)?
Our residences are accessible to people with reduced mobility (PRM), and some apartments are specifically PRM-adapted.
You can request this option when making your reservation.
A PRM unit will be assigned to you subject to availability.

Question 23

What Is a PLS Apartment?

Tiphaine Housseau · Accepted Answer

What is a PLS apartment?
A PLS apartment refers to a unit under the ""Prêt Locatif Social"" (Social Rental Loan) scheme in France.
These apartments are allocated based on income limits and benefit from a capped rent.

When reviewing your application, Twenty Campus will assess your eligibility for this type of housing.

Question 24

Available Services

Tiphaine Housseau · Accepted Answer

What services are offered?
Services may vary depending on the residence.
They will be detailed during the reservation process (e.g. weekday breakfast, housekeeping, gym access, unlimited internet, etc.).

Some services are included in the monthly rent and cannot be removed.
Others are optional (“à la carte”), meaning you can choose to subscribe to them or not (e.g. parking space, insurance, laundry facilities…).

Question 25

Parking and Bike Storage

Tiphaine Housseau · Accepted Answer

Can I rent a parking space?
Yes, you can choose to reserve a parking space when booking your accommodation, provided that parking is available at your selected residence.
You will receive a separate lease agreement for the parking space, sent along with your housing contract.

Is there car or bike parking available?
Most of our residences offer both a Bike Room and a Car Park.
You can check the availability of these facilities on the residence page of our website, under the “Facilities” section.

Question 26

The Twenty Campus App

Tiphaine Housseau · Accepted Answer

What services are available on the Twenty Campus App?
Using the app, you can:

-> Access documents such as rent statements and payment receipts,
-> Communicate with your residence manager,
-> Report an issue related to your apartment or the residence,
-> Submit your notice to move out,
-> Pay your rent online.

I’m having a problem with the Twenty Campus App. What should I do?
If you experience any technical issues, our support team is here to help.
Please send an email to support@sergic.com with a description of the problem.

I can’t log in to the Twenty Campus App.
If you’re unable to log in, please contact our technical support team:
Send an email to support@sergic.com, describing the issue you’re facing.

Question 27

Manage My Account

Tiphaine Housseau · Accepted Answer

I’ve changed my mailing address, email, or phone number—what should I do?
Please notify your residence manager by logging into your Twenty Campus account and sending a message under the “New Message / Other Topic” section.

What is a rent receipt, and where can I find it?
A rent receipt is an official document issued by Twenty Campus that confirms your rent payment.
It includes key information such as the amount paid, the period covered, the payment method, and it is signed by both parties.
You can access your rent receipts through the Twenty Campus app, under the “Documents” section.

How can I get my Insurance Certificate or CAF Certificate?
All official documents, including your home insurance certificate and CAF certificate, are available in the “Documents” tab of the Twenty Campus app.

Please note:
A rent receipt only reflects payments made toward rent and charges—it does not include payments for additional services.

Question 28

Use the Services

Tiphaine Housseau · Accepted Answer

How can I use the services offered in my residence? Are they included in the rent?
Services vary depending on the residence. You can find detailed information on your residence’s page on our website.

Examples of included services in some Twenty Campus residences:

-> Weekday breakfast (Monday to Friday)
-> Unlimited internet access
-> Housekeeping (cleaning of your apartment twice a month)
-> Appliance lending
-> Access to a gym
-> Some services are optional and billed separately, such as:
-> Unlimited access to laundry facilities
-> Snack and vending machines
-> Extra cleaning services, etc.

How do I connect to the residence’s Wi-Fi?
When you arrive, your site manager will guide you through the process to connect to the residence Wi-Fi.
All residences include unlimited internet access. Some may also provide an individual internet box.

A service in my residence isn’t working—what happens?
If a service isn’t working, we sincerely apologize.
Please be assured that the Twenty Campus team is doing everything possible to resolve the issue as quickly as possible.
If the problem persists, an alternative solution will be provided to address the inconvenience.

Question 29

Renter’s Insurance

Tiphaine Housseau · Accepted Answer

Is Home Insurance Mandatory?
Yes—since the French law of July 6, 1989, multi-risk home insurance (assurance multirisques habitation) is mandatory.

When signing the lease, you must provide an insurance certificate indicating the coverage period and types of risks covered.
Each year, on the anniversary date of your insurance policy, you’ll need to submit an updated certificate.
If you are no longer insured, your rental contract allows for termination of the lease.

This step is essential for your own protection: an incident may occur in your apartment and cause damage—to your unit, the building, or even your neighbors.

You could then be held legally responsible and, without insurance, you would have to personally compensate your landlord or neighbors. These costs can be extremely high.

Your insurance policy must at minimum cover:

– Fire, explosion, water damage, theft, tenant liability,
– Claims from neighbors,
– With adequate coverage from a reliable insurance company.

It must cover both your personal belongings and your liability toward the landlord.
It is also strongly recommended to include personal liability coverage (responsabilité civile), protecting you in case of accidental damage caused to others—including during internships, school activities, or extracurricular events.

For your convenience, we offer a comprehensive insurance option called “”Twenty Assur'”” at the time of reservation.
This policy has been specially negotiated for Twenty Campus residents.

Question 30

Housing Assistance (AL, APL)

Tiphaine Housseau · Accepted Answer

What is housing assistance? What are AL and APL?
You may be eligible for Housing Assistance (AL), a financial aid granted to tenants by the Caisse d’Allocations Familiales (CAF).
Each year—or during the year if your situation changes significantly—CAF recalculates the amount of aid you are entitled to.
It’s therefore important to report any change in your family or financial situation, as it can directly affect your housing allowance.
If you qualify, housing assistance can help cover part of your rent (but not additional services or fees).

⚠️ Important:
The first month of your lease is not eligible for housing assistance.
Aid is only granted starting the month following your move-in date and your application submission.
It is not time-limited.

Example:
If you move in on September 1st and apply to CAF on September 2nd, housing aid will only be paid starting October 1st.

What is APL?
The Personalized Housing Assistance (APL) is only available for units (PLS, PLUS) that are part of a state-approved agreement between the landlord and the French government.
In such cases, the APL is paid directly to the landlord by CAF and deducted from the rent you pay.
Simply go to the CAF website to submit your housing assistance application.

In both cases, as a tenant, all you need to do is visit the CAF website to apply for benefits (APL, AL)

My lease ends during the month—will I still receive housing assistance?
To receive AL or APL, your rent must be charged for the full calendar month.
If your lease ends before the last day of the month, CAF will not issue housing aid for that month (see caf.fr for full details).

Examples:

-> If your lease ends on the 28th, you will not receive housing assistance.
-> If it ends on the 30th or 31st, you will receive housing assistance for that month.

Question 31

How to Apply for Housing Assistance

Tiphaine Housseau · Accepted Answer

What documents are required to apply for housing assistance?
-> The landlord certificate (attestation du bailleur), provided by the Rental Department when you sign your lease.
-> A valid ID document.

Question 32

Submit an application

Tiphaine Housseau · Accepted Answer

What documents are required to complete a reservation?
The list of required documents depends on your profile (tenant/guarantor, student/employee, etc.).
A detailed list is available on our website under the “How to Apply” section.

Is there any payment required at the time of reservation?
No payment is required when making a reservation.
The first payment is due upon signing the lease.

I made my reservation through a partner, what should I do?
The partner Twenty Campus must send us your application directly.
Please contact them so they can register your request, allowing us to process your file.

I’m interested in several residences, how do I apply?
When you submit your reservation, we take into account the geographic area you selected.
This means our housing offer will include multiple residences within that area—no need to submit multiple reservations.
We’ll do our best to match your initial preference.
If you wish to modify your selected residence or apartment, please contact our Rental Department to request a change.
We strongly advise against submitting multiple reservations.
Feel free to inform your rental contact that you’re interested in several residences.

Can I choose my apartment?
You’re welcome to share specific requests, but we cannot guarantee they’ll be met.
Apartments are assigned based on availability.

Question 33

When and how should I book my accommodation?

Tiphaine Housseau · Accepted Answer

When and how can I book my accommodation?
You can pre-book an apartment in the residence of your choice directly on our website:
👉 https://dossierlocataire.twenty-campus.com/inscription
or via the residence page by clicking “”View apartments”” then “”Reserve””.

By pre-booking as early as possible, you increase your chances of securing a unit—and one that best matches your preferences.

Why book early?
Due to high demand, reservations are processed on a first-come, first-served basis.
The earlier you book, the more likely you are to get a place.

I don’t have my school admission results yet. What should I do?
We recommend pre-booking anyway, using any available proof of enrollment or equivalent documents.
This gives you a better chance of securing housing, as files are reviewed in order of submission.
You’ll still be free to accept or decline the offer later if your admission doesn’t go as planned.

Can I book or submit my application directly at the residence?
No—Twenty Campus uses a fully digital reservation system.
All pre-bookings must be made online.
Applications will not be accepted or reviewed at the residences.

Question 34

Guarantors

Tiphaine Housseau · Accepted Answer

Can I have more than one guarantor?
Yes, you can list multiple guarantors when making your reservation.
Each guarantor will be able to contribute to your rental application.

Can I change my guarantor?
Yes, you can request to change your guarantor before signing the lease by contacting the Rental Department.
Please note that a new application file will need to be submitted.

Once the lease is signed, the guarantor remains legally bound until the end of the current rental contract.
If a guarantor wishes to withdraw during the lease, this is only possible with the approval of both the landlord and the tenant.
To make such a request, you can contact your property manager via the Twenty Campus App.

I don’t have a guarantor for my application. What can I do?
To rent a unit with Twenty Campus, you must usually provide a guarantor who is taxable in France.
But don’t worry—we’ve got you covered!

If you don’t have a physical guarantor who meets the solvency criteria (i.e. earning at least 3 times the monthly rent), you can subscribe to the BailProtect guarantee during your application process.”

Question 35

Housing Allocations

Tiphaine Housseau · Accepted Answer

What are the admission requirements for a residence?
Our residences primarily accommodate students (excluding short-term stays), but also young professionals, interns, and employees depending on the residence.
Reservations must be made through our website and include all required information and documents.
Applications are processed on a first-come, first-served basis.
Our team reviews each application, including student status, guarantor information, and financial solvency.

How long does it take to get a response?
The response time depends on the reservation period.
It may be longer during peak demand periods (May–August / December–February).
We do our best to reply to all requests as quickly as possible.

I’m not a student—can I still apply for housing?
Yes, young professionals are welcome in our residences and can submit a reservation through our website.
However, please note that priority is given to student applicants.

Question 36

Lease Signing

Tiphaine Housseau · Accepted Answer

What do I have to pay when signing the lease?
At the time of lease signing, you will be required to pay:

– One month’s rent,The security deposit,
– Rental and move-in inspection fees,
– The Twenty Campus Services Membership fee,
– Any optional services selected during your reservation.

How do I pay the fees? Can I pay upon arrival?
When you receive your lease, you will be asked to pay the required fees by credit card before your arrival.
If paying by credit card is not possible, bank transfer is accepted.
⚠️ It is not possible to make payments on the day of your check-in.

What are the deadlines for signing the lease and completing the payment?
All formalities—lease signature, payment, and proof of home insurance—must be completed within 5 days.
After this period, your contract will be automatically cancelled.

I’m not on site and/or unable to come in person—how can I sign my lease?
Twenty Campus provides a fully digital lease signing process.
You and your guarantor will receive an email notification inviting you to sign the lease online.

How much is the security deposit?
– In most regions, the deposit equals 1 month of rent including charges.
– In Île-de-France, the deposit is 1.5 months of rent including charges.
– For regulated housing units, the deposit equals 1 month of base rent, excluding charges.

What is the Services Membership Fee?
This mandatory fee grants you access to the Twenty Campus services and communal areas.
It is paid once only, at the time of lease signing.

The lease is in French, and I don’t speak the language. What should I do?
The rental contract is issued in the official language of the country where the residence is located.
If you have any questions, feel free to contact our team—we’ll be happy to assist you in English.

I’m eligible for a discount on the application fees—how does it work?
The discount will be applied when your lease contract is issued.
If it hasn’t been applied, it can still be deducted later from your tenant account.
For assistance, you can contact our Rental Department via the “”Contact”” section on our website.

Question 37

Lease Duration

Tiphaine Housseau · Accepted Answer

I don’t want to rent for a full year—is that possible?
The furnished rental lease has a standard duration of one year, automatically renewed.
However, you can terminate it at any time, provided you give one month’s notice.

Question 38

Shared Apartment

Tiphaine Housseau · Accepted Answer

Can two people live in the same apartment?
Yes, this is possible if the apartment is designed for two people, especially regarding the bed size.
Please note that utilities and para-hotel service fees may be adjusted for double occupancy.

I would like to flatshare.
You can send us your roommate’s contact details by email when submitting your reservation request.
We will link both applications to assign you a unit suitable for flatsharing.

Question 39

Cancelling Your Reservation

Tiphaine Housseau · Accepted Answer

If I cancel, will I be refunded the application fees?
If you haven’t signed the lease, no payment will be required.
If the lease has already been signed, you’ll need to contact the Rental Department, who will assess whether fees are due, whether notice must be given, or whether a penalty-free cancellation is possible.

I need to cancel my reservation—how do I do it?
You can cancel your reservation directly from your Twenty Campus account.
If you’ve already accepted a housing offer, please contact the Rental Department as soon as possible so they can organize the cancellation of your file.

Question 40

Can I Change My Apartment or Residence?

Tiphaine Housseau · Accepted Answer

Can I Change My Apartment or Residence?
Yes, you can request a switch, which will be considered based on availability.
This change will incur a reduced administrative fee, covering the new lease agreement and the move-in/out inspections.

Question 41

Special Offers

Tiphaine Housseau · Accepted Answer

I’d like to refer a friend—how does it work?
When a referral offer is available, the conditions are displayed within the residence.
You can also find all the details on our social media pages: Facebook and Instagram.

Question 42

AFTER DEPARTURE

Marine Gloriant · Accepted Answer

What happens if I receive a parcel after I leave?

. You can contact the Site Manager to confirm receipt and pick the parcel(s) up at the residence.

I have left my accommodation, yet I still owe rent. Why?

. If you still owe rent after you leave, then your accommodation is “under contract”. In that case, rent is due at the end of the fixed term. For example, January rent is due on 1 February. Check the Twenty Campus app for confirmation.

Can the final rent payment be deducted from my security deposit?

. Legally, the final rent payment cannot be deducted from the security deposit.

How long after I leave will the security deposit be refunded?

. If the final inventory and inspection are in compliance with the initial inventory and inspection, there are no withholdings, and the security deposit is returned within one (1) month. If there are withholdings or provisions, the security deposit is refunded within two (2) months maximum.

How do I get my security deposit back?

. The security deposit is refunded by bank transfer. It is imperative that you supply your full bank details (RIB) during the final inventory and inspection. Twenty Campus will not cover any bank charges for transfers made to foreign bank accounts.

Question 43

DAY OF DEPARTURE

Marine Gloriant · Accepted Answer

What information do I need to supply for the final inventory and inspection?

. You must give us your new address and full bank details to receive the refund of the security deposit. If we do not have this information, we will not be able to refund your security deposit.

The final inventory and inspection are done. What next?

. Cancel your electricity contract if you have one. Remember to cancel your home insurance. If you have a Twenty Assur’ contract, it will be closed automatically when you leave. You don’t have to do anything. Don’t forget to let all businesses and organisations (CAF, tax authority, various subscriptions and passes, etc.) know you are leaving and give them your new address.

Question 44

PREPARING FOR DEPARTURE

Marine Gloriant · Accepted Answer

How do I get my accommodation ready?

. Before the final inventory and inspection, carefully clean your accommodation: wash the floors, wash walls that can be, pay special attention to dust and lime scale. Repair minor damage such as holes in the walls. If you have made any alterations, try to remove any trace unless a different agreement was made with the landlord. Your objective is to leave your accommodation in the same condition as when you moved in and did the initial inventory and inspection.

What happens if there is damage to the accommodation?

. Any damage will be noted during the final inventory and inspection and the subsequent cost will be deducted from your security deposit. The fees and tariffs applied are in the list annexed to your lease. Our accounting department will send you a detailed invoice when they process your security deposit.

Does the security deposit cover my last rent payment?

. The security deposit does not cover rent and fees. It covers potential damage to the accommodation. You must pay all amounts due on your account before leaving.

Can I leave my accommodation at any time?

. Your contract is for one year but you can ask to terminate the lease at any time. The minimum notice period is one (1) month. You must pay the rent and monthly fees to the end of your notice period. Important: if you leave your accommodation before the end of the month, you will not receive any housing benefit for that month.

I want to leave my accommodation. What next?

. You can use the Twenty Campus app to give notice: “Message” => “Terminate my lease”. Remember you must give one month’s notice.

What is notice? How long does it last? Who do I send it to?

. Notice is the period between the time you let us know you are leaving and the date your lease is terminated. It is set at one month by law. You can use the Twenty Campus app to give notice: “Message” => “Terminate my lease”.

What should I do in my accommodation before leaving?

. When we acknowledge that you want to terminate your lease, we will send you instructions and procedures to prepare for your departure. We offer an Advisory Visit when the Site Manager tells you what needs to be done in your accommodation before leaving.

What is an Advisory Visit?

. During the Advisory Visit, the Site Manager can tell you what needs to be done in the accommodation before leaving. Take advantage of this visit to ask all your questions about leaving, rent and your security deposit. When you use the TC app to terminate your lease, you can ask for an appointment for an Advisory Visit at your convenience. The Site Manager will confirm the appointment date and time. If necessary, you can contact them by phone, email or drop by their office.

Who do I give my keys to?

. Keys, badges and beepers must only be turned over to the Site Manager during the final inventory and inspection.

How do I schedule my final inventory and inspection?

. When you use the TC app to terminate your lease, you can suggest a date for the inventory and inspection at your convenience. The Site Manager will confirm the date and time. If necessary, you can contact them by phone, email or drop by their office.

Can I leave my accommodation without doing the final inventory and inspection?

. The final inventory and inspection process is obligatory. You may delegate to a power of attorney in the event of your absence. Please refer to the question: “I’m not available for my final inventory and inspection. Can someone replace me?

I’m not available for my final inventory and inspection. What should I do?

. You can contact the Site Manager by phone, email, or you can drop by their office to reschedule the inventory and inspection. If you want to change your departure date, the Management Department must approve. This will only be possible if the accommodation has not been rented. Contact the Management Department as quickly as possible if you want to change your departure date. Use the Twenty Campus application: “Message” => “Contact the Management Department”

What should I do if I’m not available for the final inventory and inspection?

. If you cannot be present, you can ask someone you trust to do the final inventory and inspection on your behalf. The Site Manager will need a written power of attorney as well as a copy, front and back, of the person’s proof of identity (ID, passport, etc.).

Can I do the inventory and inspection on the weekend?

. Final inventories and inspections are conducted Monday through Friday and must be scheduled with the Site Manager.

I am leaving mid-month. How much will my last month’s rent be?

. The rent will obviously be calculated based on occupancy. The final payment notice will take this calculation into account. Take note: If you leave your accommodation before the end of the month, you will not receive any housing benefit for that month.

If my lease is up at the end of the month, will I receive a final housing benefit payment?

. The full month’s rent must be invoiced for you to receive housing benefit. For example, if your lease ends on the 28th, you will not receive AL or APL benefits or assistance. If your contract ends on the 30/31st of the month, you will receive AL or APL.

Can I cancel my departure notice?

. It is possible to cancel your notice of departure on the condition that the accommodation has not been rented. Contact the Management Department as quickly as possible. Use the TC app, “Messages” tab to send a message.

Question 45

MINOR MATTERS

Marine Gloriant · Accepted Answer

What if I lose my keys?

. For safety reasons, let the Site Manager know immediately if you lose your keys or badge. The keys must be replaced in like manner (a chart is available from the Site Manager). Housing insurance covers the loss of keys but you must file a claim.

There’s a problem in the residence. What should I do?

. If there’s something wrong in the residence, use the Twenty Campus app to file a report. Go to the “Report, Common areas and services” tab.

I have issues with the neighbours. What should I do?

. If you have a problem with a neighbour, speak to them first. You can also ask the Site Manager to assist you in finding an amicable solution. Go to the “Report => My accommodation => Neighbours” tab in the app. If the disturbance is ongoing, dial 17 to contact the competent authority (Police).

Who should I call in an emergency?

. Emergency numbers are displayed in your Residence. As a reminder, dial 18 for the Fire Department and 17 for the Police. For all emergencies, phone or text the Site Manager.

One of the Residence services is not operational. What’s the plan?

. We apologise for the inconvenience if a service is not operational. Rest assured that Twenty Campus is doing its utmost to restore services as quickly as possible. Should the problem persist, an alternative solution will be found.

There’s a problem with my accommodation. What should I do?

.Don’t forget to check the list of rental charges which are your responsibility as set forth in French decree no. 87-712 of 26 August 1987: https://www.legifrance.gouv.fr/affichTexte.do?cidTexte=LEGITEXT0000060 66148 If you are encountering a difficulty in your accommodation which is not your responsibility, please report it on the Twenty Campus app, “Report => My accommodation”.

I am finding it difficult to pay my rent. What should I do?

. Do not wait for the situation to get worse. Quickly contact the Twenty Campus Collections Department at 03.20.12.25.89. They will work with you to find a solution.

Question 46

MY RESIDENCE

Marine Gloriant · Accepted Answer

When can I meet the Site Manager? What is their role?

. The Site Manager welcomes tenants and sees that the Residence operates smoothly. Contact them by email, telephone or the Twenty Campus app if there is a problem in your accommodation or in the Residence. You can also drop by their office in the Residence. Hours are displayed on site.

Are there hours for entering and leaving the Residence?

. There is no curfew in TC Residences. However, a residence located on a university campus may be subject to campus regulations.

How do I connect to the Wi-Fi in my TC residence?

. The Site Manager will explain how to connect to the Wi-Fi when you arrive in the Residence. There is unlimited Internet access in our residences. Certain residences provide individual Internet boxes.

Who should I call in an emergency?

. Emergency numbers are displayed in your Residence entrance hall. As a reminder, dial 18 for the Fire Department and 17 for the Police. For specific emergencies, contact the Site Manager by phone.

How can I receive parcels?

. Let the Site Manager know you are expecting a parcel. Parcels can be delivered directly to your mailbox. Note that some TC Residences are equipped with Package Lockers which makes receiving parcels even easier.

Who does housekeeping?

.Your Twenty Campus rent includes cleaning of your accommodation (with exceptions) twice a month. This service is provided by the cleaning company that also handles the common areas in your residence. Add your name to the “housekeeping” schedule via the TC app beforehand. Click on the “Message” tab and then “Contact my Big Brother”. A little tip so cleaning is done properly. Don’t leave anything on the floor but furniture. Pick up clothes and other objects! The toilets are also cleaned, so make sure they are clear of any objects. You can also order additional housekeeping services at extra cost.

Are activities organised in my Residence?

. To view all the activities organised, follow your TC Residence on social media or in your private Facebook group. And don’t hesitate to suggest new activities to your Site Manager.

How do I use my Residence services? Are they included in my rent?

.Services vary from one TC Residence to another. Details are available on our site’s Residence page. Here are examples of Twenty Campus services: breakfast Monday through Friday, unlimited Internet, housekeeping (bi-weekly cleaning of your accommodation), loan of household appliances, gym, and more. Certain services are optional and invoiced. For example, unlimited access to the laundry, snacking, beverage dispensers, additional housekeeping services, etc.

I don’t use all the TC Residence services. Will I be reimbursed?

. Twenty Campus is a Services Residence. Hospitality services are included in the rent and fees. They cannot be separated. We invite you to use all the included services.

One of the Residence services is not operational. What’s the plan?

. We apologise for the inconvenience if a service is not operational. Rest assured that Twenty Campus is doing its utmost to restore services as quickly as possible. Should the problem persist, an alternative solution will be found.

Where are the rubbish bins? How is recycling handled?

.Your Site Manager will give you all the necessary and practical information you need for your comfort. You will also find this information on our information boards. The rubbish bins are generally found on the residence ground floor. You will also find the necessary bins for recycling.

What if I lose my keys?

. For safety reasons, let the Site Manager know immediately if you lose your keys or badge. The keys must be replaced in like manner (a chart is available from the Site Manager). Housing insurance covers the loss of keys but you must file a claim.

Are there Residence Rules and Regulations?

. The Residence Rules and Regulations are displayed in the Residence entrance hall. They are also sent and signed with the lease agreement.

Are pets allowed?

. The provisions of French law no. 99-5 of 6 January 1999 relative to dangerous and stray animals and the protection of animals apply to all residents. Given this law category 1 attack dogs, as defined in article 211-1 of the Rural Code are forbidden. You must commit to bringing only usually accepted pets into the leased premises. Their size must be compatible with the size of the accommodation. Owning pets in furnished student studios is strongly discouraged for the following reasons: small surface area (uncomfortable for the animal), noise, disturbances, problems with the neighbours and health concerns. Pet owners are responsible for any damage caused by their pet. No animals are allowed to wander in the common areas.

Is smoking allowed in my accommodation?

. Smoking is not forbidden, however, any damage due to excessive tobacco use (yellow walls, burns on the ground, etc.) will be deducted from your security deposit.

May guests stay with me?

. You may occasionally have guests to stay, however, they cannot use Twenty Campus services. Having guests may also depend on the Residence Rules and Regulations. If the residence is located on a university campus, the presence of guests may be limited or subject to certain rules.

May I have friends in my accommodation?

. You may have friends to visit. You are responsible for their comings, goings and actions. Everyone must abide by the Residence Rules and Regulations.

I can’t connect to the Twenty Campus application.

. Our technical support is available if you cannot connect to the Twenty Campus application. Send an email to supporttc@sergic.com and explain the problem.

Is there parking for cars and/or bikes?

. Most of our Residences have car and bicycle parking. Check out the Residence “Equipment” tab on our website to see if your residence provides this service.

Do I have a private kitchen space and bathroom?

. Yes, all accommodations have a private bathroom and kitchenette. If you live in shared accommodation (KOT), then the kitchen and bathrooms may be shared.

How do I sponsor a friend?

. Residences which have a sponsorship offer display the pertinent information. You can also check out our Facebook and Instagram pages on social media. Facebook and Instagram.

How can I follow what’s happening in my TC Residence?

. It’s simple. Check out our information boards and join your residence’s dedicated Facebook group for the latest news.

How can I join my residence’s Facebook group?

. Send your request to the Site Manager. They will add you to the residence’s private Facebook group.

How can I follow Twenty Campus news?

. Join us on Facebook and Instagram for the latest news.

I would like to organise an event in my Residence. What do I do?

. Two possibilities. You can suggest the event to your Site Manager. Or you can contact the Twenty Campus team on social media.

I would like Twenty Campus to partner an event I’m organising and/or attending. What do I do?

. Simply send a message using Facebook or Instagram and explain your project. We’ll review your suggestion and get back to you as quickly as possible.

What if I need housing documentation (rent bill, rent receipt, insurance statement or CAF documentation, for example)?

. All documents are available in the Twenty Campus app in the “Documents” tab. For information, the rent receipt only features payments made for rent and monthly fees.

Question 47

MY ACCOMMODATION

Marine Gloriant · Accepted Answer

Can I personalise my accommodation?

.You may decorate your accommodation as long as you do not damage the wall coverings and return the accommodation in good condition when you leave.

Can I move the furniture in my accommodation? Can I remove or add furniture?

.You may move or remove furniture, but you must put it back in place when the departure inventory and inspection take place. The accommodation layout at departure must be identical to arrival.

What should I bring when I move in?

. When you move in, you should bring your personal belongings as well as bed and household linen.

What facilities are there in the accommodation? Can I bring other furniture?

. Every accommodation is furnished and fully equipped with a bed, kitchenette, cupboard, desk and dining furniture that make the best use of the available space. You can bring other furniture if you wish, but you must return the accommodation as it was when you leave.

I have to leave my accommodation for a few weeks/the holidays, what should I do?

Our recommendations: . Inform the Site Manager of your absence. . Don’t forget to switch off all lights and the heating before you leave. . Empty your fridge, especially of all perishables, and empty your bins. . If you unplug your fridge, remember to leave it open.

Question 48

ARRIVAL INVENTORY AND INSPECTION

Marine Gloriant · Accepted Answer

How long does the inventory and inspection take?

.The inventory and inspection process usually takes between 15 and 30 minutes.

How do I make an appointment for the inventory and inspection?

. Make an appointment via your online Twenty Campus space, set up by the Sales Team when the booking was made. If necessary, we will send you the Site Manager’s contact details. Please be aware: You must make an appointment for your arrival at the residence.

What time can I arrive?

. Each residence has different arrival times. They are provided when you book your appointment. You must inform the Site Manager of your arrival time to ensure that the accommodation will be ready.

Can I do the inventory and inspection on the weekend?

. Inventories are carried out from Monday to Friday and must be arranged by appointment with the Site Manager.

Can someone do the inventory and inspection for me if I am not available?

. Of course. If you are not available, you can nominate a proxy. The person must be trustworthy and over 18 years old.

Question 49

PREPARING MY ARRIVAL

Marine Gloriant · Accepted Answer

What documents should I bring for my arrival?

. You must bring proof of identity and be able to show your signed rental agreement, received by email beforehand. If you have not taken out Twenty Assur’ insurance, you must provide a Home Insurance certificate. If you are under 18, your guarantor must be present and provide proof of identity.

Question 50

CANCELLATION

Marine Gloriant · Accepted Answer

If I cancel, will the application fee be refunded?

. If you have not signed the lease, you will not be asked for any amount. If you have already signed the lease, you must ask the Rental Service who will decide if the fees are payable, or if notice of departure is required, or if free cancellation is possible.

How do I cancel my booking?

.Cancel your booking in your Twenty Campus online space. If you have already accepted an accommodation offer, contact the Rental Service as soon as possible to arrange cancellation of your application.

Question 51

SIGNING MY LEASE

Marine Gloriant · Accepted Answer

What do I have to pay when I sign my lease?

On arrival you must pay: . one month’s rent; . security deposit; . rental and inventory and inspection fees; . subscription to Twenty Campus services; and . options selected when booking. .Rent is invoiced from date to date, for example, from 23 July to 23 August.However, the remaining rent, for example, from 23 August to 31 August, will be due at the beginning of the month following the start of the lease, in this example on 5 August.

How much is the security deposit?

.The amount of the security deposit corresponds to the sum of the rent and all included charges multiplied by 1 in the provinces and 1.5 in the Île-de-France region. For subsidised residences, the security deposit corresponds to one month's rent excluding charges.

What is TC Services Membership?

. TC Services Membership is compulsory and gives you the right to use Twenty Campus Services at the Residence. It is paid once when signing the lease.

How can I sign my lease if I’m not on site and/or I cannot get there?

.Twenty Campus has set up an electronic signature for all its clients. You and your guarantor will be sent an email alert to notify you to proceed to online signature of the lease.

The agreement is in French and I don’t understand it.

.The rental agreement is drafted in the language of the country where the accommodation is located. Contact us for any questions about the agreement. Our team will answer in French or in English.

I am entitled to a discount on the application fee. How do I apply this?

.The reduction will be applied when the rental agreement is issued. If the reduction is not applied when the agreement is issued, it may be applied later to your tenant’s account. If necessary, contact the Rental Service via “Contact” on the website.

I do not want to rent for one year. Is that possible?

.The contract for furnished accommodation is for one year. However, you can terminate the contract at any time by giving one month’s notice. Go to the question: “I want to leave my accommodation. What should I do?” for more information.

Can I have more than one guarantor?

. You can give details of more than one guarantor when you book. They can all contribute to your rental application.

Can I change my guarantor?

.Before signing the lease, you can change the guarantor by asking the Rental Service. You will then have to provide new supporting documents. Please note that, once the lease is signed, the guarantor remains committed until the end of the current rental contract. If a guarantor wants to withdraw from their obligation during the lease, they may do so subject to the landlord’s and tenant's agreement. Write to your account manager via the Twenty Campus App.

I don't have a guarantor for my application.

.French applicants must provide a guarantor who is taxable in France. Refer to documents and profiles under “How to apply”. Foreign applicants are accepted in our residences without a guarantor.

Question 52

THE TWENTY CAMPUS APP

Marine Gloriant · Accepted Answer

What services are available on the TC App?

. Access to documents: payment notices, rent receipts. . Contact your Big Brother. . Report a problem in your accommodation and/or residence. . Give notice of your departure. . Pay your rent. . If you are unable to connect to the Twenty Campus App, technical support is available: Send an email to supporttc@sergic.com and explain the problem.

Question 53

HOME INSURANCE

Marine Gloriant · Accepted Answer

Is home insurance compulsory?

. Since the Law of 6 July 1989, multi-risk home insurance is compulsory: . When you sign your lease, you must give your landlord an insurance certificate that specifies the duration and the risks covered. . Every year, you must provide your new annual insurance certificate on the anniversary of your insurance contract. . If you are no longer insured, your lease provides for termination. . Home insurance must be provided at the latest when the keys are handed over. To make it simpler, Twenty Campus requests this insurance certificate when the lease is signed. . Insurance is in your interest because accidents may occur and cause damage in your accommodation, in the building or in your neighbour’s accommodation. . If you do not have insurance, you may be held liable and have to compensate the landlord or your neighbours. The sums involved may be substantial. . Your insurance contract must cover damage caused by fire, explosions, water, theft, rental risks, and liability to neighbours for a sufficient amount with a solvent insurance company. . It should cover your property and your liability to your landlord. You are strongly advised to take out civil liability insurance to cover accidental damage caused to third parties, including cover during internships, school and extracurricular activities. . When booking, we offer a complete insurance package, Twenty Assur’, which is tailored to Twenty Campus clients.

Question 54

HOUSING BENEFIT

Marine Gloriant · Accepted Answer

What are the different housing benefits? AL: Aide au logement - housing benefit. APL: Aide personnalisée au logement - individual housing benefit

Is TC accommodation eligible for housing benefit from the family allowance fund (CAF)?

How can I get this benefit?

. Tenants may receive a housing benefit (AL) which is paid by the CAF. Every year, or during the year if you have a significant change in circumstances, the CAF will calculate the benefits you are entitled to. It is therefore important to report any changes in family or financial circumstances which may have an impact on your housing benefit. . If you are eligible, the housing benefit (AL) may help pay for part of your rent (excluding additional service charges). Please be aware: . The first month is not eligible for housing benefits. Housing benefit is paid from the month after you move in AND lodge your application. There is no time limit. For example, if you move into your accommodation on 1st September and you apply to the CAF on 2nd September, the CAF will only pay housing benefit from 1st October. . Remember, housing benefit is only paid for one full month of occupation. If the lease is terminated during the month, housing benefit will not be paid by the CAF. For more information, go to caf.fr. . Individual housing benefit (APL) is only available for accommodation where there is an agreement in place between the state and the landlord. It is paid directly by the Family Allowance Fund (CAF) to the landlord and is deducted from the tenant’s rent.

What documents are required to obtain housing benefits?

. A landlord’s certificate, which is provided by the Accommodation Service when you sign the lease. . Proof of identity.

What is third-party payment?

. To make paying your rent easier, third-party payment is possible: We collect your housing benefit directly and you only pay the difference. . Please note: You must pay your rent in full until the CAF has processed your housing benefit application. . Once payment of the first benefit is received, you will pay the balance only.

What happens when Twenty Campus has received my housing benefit?

. The amount will be deducted from your next rent payment. This happens automatically for tenants who have opted for payment by direct debit.

If my lease finishes during the month, will I receive my final housing benefit?

.The full month’s rent must be invoiced for you to receive housing benefit. For example, if your lease ends on the 28th, you will not receive AL or APL benefits. If your contract ends on the 30/31st of the month, you will receive AL or APL.

Question 55

WASTE COLLECTION TAX (TEOM)

Marine Gloriant · Accepted Answer

What is TEOM?

. The waste collection tax is payable by the tenant. It is calculated pro rata on time spent in the accommodation. The tax will be charged each year.

Question 56

RENT

Marine Gloriant · Accepted Answer

What is rent?

. Rent is the financial consideration for the property rented to the tenant or financial consideration for your occupation. .Your lease includes an indexation clause: It is applied on 1st January every year.

How is indexation calculated?

.The rent indexation calculation is based on the evolution of the official INSEE rent reference index. Your lease includes the INSEE index reference date used to calculate the revision. If not, it is the last index published on the date the lease was signed. Once you have this information, apply the following formula: Base rent x (new index:old index) = new rent amount

What is the serviced accommodation package?

. The serviced accommodation package includes access to a range of services that vary depending on the TC Residence. Please consult your Residence description to find out which services are on offer. The serviced accommodation package is included and cannot be separated from the monthly rent.

Which services are available?

.Services vary depending on the TC Residence. Details will be provided on booking. Examples include breakfast from Monday to Friday, accommodation cleaning, gym access, unlimited Internet, etc.

Is electricity included in my rent?

How do I set up an electricity contract?

How do I pay?

. Find information about whether or not electricity is included on the website on the Residence page and your lease. . When electricity is not included, Twenty Campus and EDF offer a meter-opening service to make your arrival simpler. The Twenty Easy Watt option is offered when you book . Once the account is open, you can manage your subscription and consumption from your EDF online space. You are responsible for paying for your subscription. Twenty Campus is not liable in any way. . If the Twenty Easy Watt option is not available at a TC Residence, we will give you all the necessary information to set up your electricity contract. For example, certain TC Residences are attached to a Municipal Board.

The amount debited is not the usual amount.

. Check your account balance on the Twenty Campus app. You will probably find an explanation there. If not, contact us: on the TC app: Message - Contact my Account Manager

I have left my accommodation, but I am still paying rent. Why?

. If you are still paying rent after you have left, it is because the property is part of our subsidised accommodation. Rent is paid in arrears. For example, January rent is due on 1 February. You can also check on the Twenty Campus App.

I am leaving mid-month. How much will my last month’s rent be?

. The rent amount will be pro rata to occupancy time. The final payment notice will calculate this. Be careful, if you leave the accommodation before the last day of the month, you will not receive housing benefit for that month.

I do not use all the services at my Residence. Can I get a refund?

. Twenty Campus offers serviced residences so the serviced accommodation package cannot be separated from the rent and charges. We invite you to use all the included services.

When and how do I pay my rent?

. Rent is due on the 1st day of the month by bank transfer, bank card or direct debit. To pay by bank card or bank transfer, go to PAY on the Twenty Campus App.

How does direct debit work?

. Your rent and charges will be debited from your account on the 5th of each month. . To pay by direct debit, fill in a direct debit authorisation form. Log on to My Account in the Twenty Campus App. Click on PAY and follow the instructions.

How do I change my bank account details?

. Leave a message on the Twenty Campus App under: Contact my Account Manager

Question 57

CONDITIONS FOR ADMISSION

Marine Gloriant · Accepted Answer

What are the conditions of admission to a residence?

Most of the tenants in our residences are students (except short stays), but we also rent to young employees and interns. Book on our website and add the required information and documents. Bookings are processed in order of arrival. Our teams check the students’ and guarantors’ applications and creditworthiness.

How quickly will I receive a response to my request for accommodation?

Response time depends on the period and is longer when demand is high. We do our best to respond to all requests as soon as possible.

I’m not a student. Can I book TC accommodation?

Young people with a job are accepted in our TC Residences. Book on our site. Student applicants have priority when demand is high.

Question 58

TC ACCOMMODATION/TC RESIDENCES

Marine Gloriant · Accepted Answer

Are the different types of accommodation in the TC Residences accessible to people with reduced mobility (PRM)?

. TC Residences are accessible to people with reduced mobility and some accommodation in TC Residences are accessible to PRM tenants. . You can choose this option when you request your accommodation. You will be assigned PMR accommodation, subject to availability.

What is PLS accommodation?

. PLS accommodation is eligible for the "Social Rent Loan". . It is awarded according to a means test and benefits from a rent ceiling. . When Twenty Campus reviews your application, your eligibility for this type of accommodation will be assessed.

Can two people share accommodation?

. Yes, if the accommodation is designed for two people (bed size). Serviced accommodation charges may be reassessed if there is a second person.

Can I change my accommodation after I arrive?

. You can ask to make a switch (change accommodation) subject to availability. . A switch is billed (with a reduced application fee) to cover the preparation of the new lease and inventory and inspection.

Can I change residences?

. You can ask to make a switch (change residence) subject to availability. . A switch (change of accommodation/residence) is billed (with a reduced application fee) to cover the preparation of the new lease and inventory and inspection.

Can I rent a parking space?

. You can book a parking space when you book your accommodation (if there are car parks in your chosen TC Residence). . You will receive the lease for your parking space with your accommodation lease.

I don’t want to rent for a whole year. Is that possible?

. The contract for furnished accommodation is for one year. However, you can terminate the contract at any time by giving one month’s notice. . For more information, see the "Preparing for departure” section and the question: “I want to leave my accommodation. What should I do?”

Question 59

MY BOOKING

Marine Gloriant · Accepted Answer

What documents are required to make a booking?

. The documents required vary depending on your profile, whether you are a tenant or guarantor, student or employee, etc. A detailed list is available on the website under “How to apply”.

How and when to book.

. Pre-book your accommodation in a TC residence of your choosing on twenty-campus.com: https://dossierlocataire.twenty- campus.com/inscription or via Residences - Accommodation - - I book By pre-booking as early as possible, you increase the chance of being allocated your preferred accommodation.

Why book in advance? (High demand)

. Bookings are processed in order of arrival. The earlier you book, the better chance you have of being allocated accommodation.

What if I booked through a partner?

. The Twenty Campus partner must send us your request directly. Ask them to register you so that we can process your application as a priority.

Is there a fee to pay on booking?

.No fee is payable at the time of booking. You only pay when you sign the lease.

How do I pay the charges?

.The charges can be paid by bank card in the Tenant Application. Payment can also be made by bank transfer.

Can I pay on arrival?

. No. When we send you the lease, you must pay the required amount by bank card before arrival. Payment can also be made by bank transfer.

What if I am interested in several residences?

.When you book, we take into account the location that you select and offer you several residences in that area. This saves you having to make more than one booking. We do our best to give you your first choice. To change your accommodation and/or residence, contact the Rental Service, under the Contact tab. You are strongly advised not to make several bookings.

What if I have not yet received the admissions results from my school?

.Pre-book anyway to increase your chance of being allocated accommodation. Remember - applications are processed in order of arrival. You can accept or refuse the accommodation offered if you don't get the results you expected.

Can I book/apply directly at the Residence?

. Twenty Campus has an online booking system. Pre-bookings can only be made on our website. No applications will be accepted or processed at the residences.

Can I choose my accommodation?

.You may make specific requests, but we cannot guarantee that it will be possible to meet that request. Accommodation is allocated according to availability.

Can two people share accommodation?

.Yes, if the accommodation is designed for two people, particularly for bed size. Serviced accommodation charges may be reassessed if there is an additional person.

I would like to flat share.

.If you provide your flatmate’s email address when booking, we will put your bookings together to request accommodation suitable for sharing.

My postal address, email address and/or telephone number have changed.

.Inform your account manager in your Twenty Campus online space under “New message”.

Question 60

Visit a residence and accomodation

Marine Gloriant · Accepted Answer

Is it possible to visit a TC Residence and/or TC accommodation?

. If it’s possible for you to come on site for a visit, you can make an appointment with the Site Manager. . If you can't get to a site, you can visit the TC Residence you have chosen and the accommodation with our 360° virtual tour at twenty-campus.com: https://www.twenty-campus.com/en/

Can I visit the accommodation I have chosen before deciding?

. If it’s possible for you to come on site for a visit, you can make an appointment with the Site Manager. . The different types of accommodation solutions are standard. You can also visit an example of a type of accommodation. . If the accommodation you want to visit is occupied, a visit is subject to the availability of the current tenant. . Note, however, that you can visit the TC Residence of your choice, and the type of accommodation that interests you with our 360° virtual visit at twenty-campus.com: https://www.twenty-campus.com/en/

FAQ

1. TRACKING YOUR HOUSING APPLICATION

Submit an application

When and how should I book my accommodation?

Guarantors

Housing Allocations

Lease Signing

Lease Duration

Shared Apartment

Cancelling Your Reservation

Can I Change My Apartment or Residence?

Special Offers

2. HOUSING INSURANCE AND SUPPORT

Renter’s Insurance

Housing Assistance (AL, APL)

How to Apply for Housing Assistance

3. SERVICES

Housekeeping Service

Available Services

Parking and Bike Storage

The Twenty Campus App

Manage My Account

Use the Services

4. THE RESIDENCE

Can I Visit a Residence?

Residence Accessibility

What Is a PLS Apartment?

5. ARRIVAL / DEPARTURE

Getting Ready to Move In

Move-In Inspection

How to End My Lease

Move-Out Inspection

After Moving Out: Final Rent Payment

After Moving Out: Security Deposit

After Your Stay

6. RENT

How Do I Pay My Rent?

Questions About My Rent

Rent and Indexation

What Is the TEOM (Household Waste Tax)?

Electricity Contract

7. RESIDENCE LIFE

Your Apartment

Residence Guidelines

Your Contact on Site

Activities

Visitor Policy

Minor Issues

Temporary Absence