FAQ

FREQUENTLY ASKED QUESTIONS

1. MY TC DISCOVERY

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/

2. TC QUESTIONS & INFORMATION

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.

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.

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.

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.

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

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.

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?”

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.

Do I have to pay residence tax?

. Residence tax is a tax paid by the occupant of the accommodation/parking space on the 1st of January of the year.

. This tax demand will be sent to you directly by the Public Treasury. The amount is different for each tenant because the tax is calculated according to several criteria, including type of accommodation, household make up, taxable income, etc.  Neither SERGIC RESIDENCES SERVICES nor your landlord are involved in collecting this tax.

Can a student request a residence tax reduction?

. Only the Tax Office which issued the residence tax notification can decide.

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

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.

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?”

3. MY TC APPLICATION

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.

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 security deposit is the total of the rent and all charges included (including VAT).

For subsidised residences, the security deposit is 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.

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”.

4. MY ARRIVAL AT TC

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.

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.

5. MY STAY AT TC

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.

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.

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.

6. MY LEAVING AT TC

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.

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.

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.