Student Experience has partnered up with a dentist in Leiden. That way, you always have easy access to medical care when necessary.

Dentist
Tandartsenpraktijk Rijnsburgersingel
Rijnburgersingel 9 | 2312 NA Leiden
071-5652919
www.tpleiden.nl

Internet

Your studio is equipped with a fully managed internet service, so you don't need to worry about bringing your own equipment. We encourage you to use the wireless router provided to ensure the best service and to avoid causing any problems and interference with your neighbors' connection. Setting up your internet connection is easy! Just follow these steps: 

Step 1: Connect

Connect to ASK4 WiFi

Step 2: Sign up

Go to signup.ask4.com and follow the sign-up process.

Step 3: Happy googling! 

You can now access the world wide web!

Step 4 (optional): Add additional devices

To add new devices, log into myaccount.ask4.com and click on Enable this device.

Got questions? ASK4 is available 24/7. Visit support.ask4.com, call + 31 (0)20 225 48 56, or mail support@ask4.com. 

Television

Television stations and streaming platforms aren’t included in your studio, but you can easily set up the ones you like to watch via the WiFi router. You can do this by subscribing to digital television or streaming services or by getting a streaming media adapter such as Chromecast. A coax cable isn’t necessary for setting up your TV.

Did you order something online? Make sure that you're at home when this is delivered. The Duty manager is not responsible for accepting your parcels, nor can they sign for them.

Are you not going to be at home? You can also have your package delivered to the MyPup Pick-Up Point in the building. With MyPup, you can securely receive packages. Follow these steps to set up your account.

It is possible to let someone else stay in your studio temporarily. If you are going to study abroad for a period of time, for example, someone else can occupy your studio for a maximum of six months.

Subletting is not permitted. However, it is possible to apply for house sitting, formally called residence stewardship. One of the things that is different about this is that we meet the person occupying your studio for that time. That way, we all make sure we are on the same page about living at Student Experience. You'd want us to do the same for your neighbor's studio, right?

House sitting must always be requested before the house sitting period begins. If you fail to do so, then subletting occurs. More information about applying for house sitting can be found in your service portal.

Are you looking to share a studio (people living together) at Student Experience? Unfortunately, this is not possible.

Are you moving out permanently? Then it is unfortunately not possible to 'transfer' your studio to someone else. In order to give every student a fair chance at a studio at Student Experience, the studio is listed on the website when you leave. Of course, you can point your friends to the selection on the website.

The building has a private dining room. It can be reserved via the reception. The space can be used during the week until 21:45 and on Friday and Saturday until 23:45.

You can use the laundromat for a fee by installing appWash by Miele on your phone. Payments can be made using a debit or a credit card. Costs for washing and drying are 3 euros. To make sure there is enough space for everyone to use the washing and drying machines, please note that:

• You use one washing or drying machine at a time.
•  You get your laundry out of the machines as soon as it's ready. Tip: set your alarm!
•  You don't leave any bags or baskets behind in the laundromat.

By thinking of your neighbors, you will receive good karma points and probably make some friends too. ;)

At the TULU smart rental unit, you can rent handy items such as a vacuum cleaner, game consoles, board games, and more! The contents of the TULU units vary per location, so go and check it out and find out which amazing items you can rent at your location! Download the TULU app to start.  

Waste

Let's clean things up nicely. Maybe you can make someone else happy with the stuff or clothing you don't use. That way, you are being sustainable.

You can deposit your waste in underground (press) containers around the buildings. To keep the city as clean as possible, please deposit your waste in the designated container: residual waste, cardboard/paper, or glass. Plastic bottles and metal cans can be returned to the supermarket. Would you like to receive tips on how to separate your waste correctly? Or do you have bulky waste? Please contact the front desk. We are happy to help.

That's it! Now, there's enough space for the garbage of your neighbors, too! :)

Bulky waste

Bulky waste includes large items that don’t fit in the container, such as electrical goods, appliances, and furniture. Please note: large cardboard boxes belong in the container market ‘papier’ or can be disposed of at a Waste Collection Point (’Afvalpunt’) free of charge. You can make an appointment free of charge online or call 14 071. After making an appointment, your bulky waste will be picked up between scheduled hours. Make sure you leave your bulky waste at the side of the road to avoid inconvenience. You can also bring your items to the Municipal Recycling Facility, which is located at J.C. De Rijpstraat 11. For more information, see gemeente.leiden.nl/english/bulk-waste

Beware! If you don’t follow the rules, you risk a fine from the municipality of at least €99,-. Please dispose of your waste in the right container and place bulky waste outside as mentioned above."

Always state your name, address, and customer number (KLxxxxxxxx) with the transfer. You can find your customer number in the service portal.

IBAN account number Leiden
IBAN: NL41 HSBC 1059 8820 02
Name: ESA More Coöperatief

International payments
For international payments, you may need additional information. You can use the following bank information.
Name: HSBC Bank B.V.
Address: De entree 247-249, 1101 HG
City: Amsterdam
BIC: HSBCNL2A

Any bank fees are to be borne by the student. Bank fees that are charged to Student Experience will be deducted from the rental payment.

Please note that our system requires at least one working day to process your online payment and update your payment overview. International payments may take up to 3 working days to process. For credit card payments, the duration varies depending on the customer's bank and may take up to two weeks before we receive the amount. Therefore, please ensure that credit card payments are completed at least two weeks in advance.

When you sign your contract, you have to pay the first invoice yourself. For future payments (after the first month), you can authorize us to automatically debit the rent from your account monthly. This way, you don't have to worry about payments, and you always pay on time.

The amount is automatically debited from your specified bank account around the 26th of the month. You can also have someone else pay your rent (for example, your parents). It's important that there's enough money in the account at the time of debiting.

Change your payment method here.

You can manually transfer your monthly payment via your bank, so you can determine the date of the transfer yourself. Just make sure we have received the amount before the first of the month.

Find the bank details of your complex under 'Payment details'.

Always state your name, address, and customer number (KLxxxxxxxx) with the transfer. You can find your personal number in the service portal. Any bank fees are to be borne by the student. Bank fees that are charged to Student Experience will be deducted from the rental payment.

Important: our system requires at least one working day to process your payment and update your payment overview. International payments may take up to 3 working days to process. For credit card payments, the duration varies depending on the customer's bank and may take up to two weeks before we receive the amount. Please complete your credit card payments at least two weeks in advance.

You can set up a monthly payment order or periodic transfer and determine the date of the transfer yourself. Just make sure we have received the amount before the first of the month.

Find the bank details of your complex under 'Payment details'.

Always state your name, address, and customer number (KLxxxxxxxx) with the transfer. You can find your personal number in the service portal. 

Important: our system requires at least one working day to process your payment and update your payment overview. International payments may take up to 3 working days to process. For credit card payments, the duration varies depending on the customer's bank and may take up to two weeks before we receive the amount. Please complete your credit card payments at least two weeks in advance.

Your rent should be received in our account before the 1st of the month. If this is not the case, a payment backlog occurs and we will send a reminder. If you fail to pay within 14 days, collection costs will be charged.

To avoid this, make sure to pay on time to prevent unnecessary costs.

Important: our system requires at least one working day to process your payment and update your payment overview. International payments may take up to 3 working days to process. For credit card payments, the duration varies depending on the customer's bank and may take up to two weeks before we receive the amount. Please complete your credit card payments at least two weeks in advance.

You can settle your payment arrears through the service portal.

Payment arrears can quickly add up, so it's important to find a solution quickly. In exceptional cases we can arrange a payment plan for this. This way you pay off your debt in installments.

The most important rules are:

• A payment plan can be arranged no more than once every 12 months. We calculate this from the end date of the last payment plan.
• The backlog may not increase any further, the monthly rent must be paid on time just like the amount of the payment plan.
• Do you not comply with the arrangements made in the payment plan? Then the arrangement will be terminated and the bailiff will be engaged.

The municipality of Leiden can help you if you have debts you can no longer overcome by yourself. Check their website to find out if you're eligible.

A landlord statement provides information regarding living and payment behavior in the last two years. A landlord statement can only be provided if you stay with Student Experience for more than 1 year and meet the following criteria:

• No payment arrears at this time or in the past year;
• No payment plan at this time or in the past year;
• No record with the bailiff at this time or in the past year;
• No social notifications at this time or in the past year.

Do you want us to issue a landlord statement? Send an e-mail to info@studentexperience.com and we can return a completed landlord statement within 2 business days.

If there's something in your studio or a communal area that requires repair, please submit a repair request. You can schedule an appointment with the duty manager or authorize us to fix the issue even if you're not at home.

An overview of the repairs you requested (both for your studio and communal spaces) can be found here.

For emergencies, please call the duty manager directly. You can find their number in your service portal.

Are your neighbors causing disturbance with loud music or household waste? This is how you get it sorted!

1. Talk
It's important first to discuss the issue with your neighbors. They may not even be aware of the disturbance they're causing. Stay calm and friendly and be understanding of each other's situation. If this doesn't help, you can proceed to step 2.

2. Report a disturbance
If a conversation did not help solve the situation, you can report the disturbance to us. We will look at a fitting solution.

Do you have a complaint? Report it so that you can live carefree again. We will pick up your complaint as soon as possible. 

If it's an immediate complaint, for example about noise, you can file your complaint (anonymously) to the duty manager or security guard. Unfortunately, we're not able to respond quickly enough to complaints via email (especially during the weekend) to resolve the situation immediately.