Questions? Answers!

After you have signed the property inspection report, we automatically send it to your email address. Make sure to check your spam folder too. 

Didn't receive it? You can also find the property inspection report via your personal portal at www.upportal.be. 

Still can't find it? Send a message to your Upkot coach via My Upkot. They will send you the document.

Don't worry, you still have time for a double-check! During the first two weeks, you can still add photos to the property inspection report. So inspect your room thoroughly and review the move-in inspection report carefully.

Found more defects? Report them via My Upkot using the 'Tenancy Inspection' button.

• Have you terminated your rental agreement early? Then you can make a personal appointment with your Upkot Coach for your check-out. 
• Are you leaving at the end of your rental agreement? Then you will be able to schedule your appointment via an online appointment calendar. You will receive an email well in advance.

Given the many check-outs, we try to centralise as many appointments as possible. If none of the proposed time slots work, you can ask your Upkot Coach for an alternative date or time.

The full deposit, or the remaining balance after deducting any damages, rent arrears or other obligations, will be refunded to the tenant's bank account within three months after the end of the rental agreement, once the tenant has fulfilled all contractual obligations and payments.

Simply email your questions about rent or other payments to backoffice@upkot.be. We'll sort it out for you!

It's best to consult your rental agreement for this. There you will find the various options (General Terms and Conditions – article 20) you can request. Not sure? Ask your Upkot coach for advice.

Want to effectively terminate your rental agreement? Send an email to backoffice@upkot.be. Our colleagues will inform you further about the termination options.

Yes, you can sublet your room during your Erasmus. We have a specific procedure for this. Your Upkot coach will help you further. After your Erasmus, you simply come back home to your own room.

Your monthly energy contribution includes:

• Electricity
• Water
• Heating
• Internet
• Waste management

This is a fixed amount. No surprises at the end of the year.

Limoengroen is the sustainable energy supplier of Upgrade Estate, the parent company of Upkot. You pay your fixed monthly energy contribution to Limoengroen. In return, you get energy that's good for the planet! 🌱

Around February, you'll receive a personal email from us: 'Should I stay or should I go?' Here you can indicate whether you'd like to stay, switch rooms or buildings, leave, or that you haven't decided yet.

Your final decision must reach us before 20 April.

Absolutely, but subject to certain conditions.

You can also indicate this via the 'Should I stay or should I go?' survey.

Nice one! And of course we support these kinds of initiatives. Always keep your housemates in mind and remember: clear agreements make the best friendships.

• Want to organise pre-drinks in your kitchen?
  • Check with the other kitchen members if they're okay with it via the kitchen chat in My Upkot. And don't forget to invite them too. 😉
  • Let them know the start and end time (no later than 10 PM) in advance.
• Want to organise pre-drinks in the building's chill room?
  • Ask your Upkot coach for permission.
  • Permission sorted? Let the other Upkotters in the building know via the building chat on My Upkot, and communicate the start and end time. They're welcome too, of course!
  • Share your phone number so your fellow Upkotters can reach you if needed.

• Is it before 10 PM?  Check in with your housemates. Open communication is key.
• Is it after 10 PM? Then it definitely needs to be quieter. Ask via the kitchen or building chat in My Upkot to keep the noise down.

No improvement after 10 minutes? Head over in person and ask whoever is responsible to turn the music down. Still no improvement? Send a message to the Upstudent or the Upkot coach.

Of course! You're always welcome to share your personal Upkot stories with our Upkot channels.

Absolutely, we’d love nothing more! Every building has an Event Team that organises activities throughout the academic year. Be sure to send a message to your Upkot coach – he or she will be more than happy to add you to the team

At Upkot, we want to give all students the time of their lives. To guarantee a good living environment, we think it's important that every Upkotter shows respect for everyone within the Upkot community.
Please be aware that when harmonious cohabitation is at risk, we as the property manager can step in and take the necessary measures.

Upkot does not tolerate disrespectful or boundary-crossing behaviour. We are an open community, each with our own identity. Diversity is the norm and the DNA of Upkot. We explicitly oppose:

• Incitement to aggression
• Hate speech
• Deliberate insults
• Sexism
• Inappropriate behaviour
• Racism

Upkotters who engage in such behaviour will be addressed. We take appropriate measures, including termination of the rental agreement if necessary to protect our warm community.

What can you do yourself? Report inappropriate behaviour via the My Upkot app using the 'Report inappropriate behavior' button. We always handle your report with strict confidentiality and take the necessary steps. All for a respectful community.

No, smoking in your room or anywhere else inside the building is not allowed.
Smoking outside is permitted.

Drug use is prohibited throughout the entire Upkot environment.

Wait, haven't you met your coach yet? Ahh, you forgot the name!
Check the My Upkot app and press the middle button.

Your Upkot coach is responsible for the entire building and your Upkot experience. From rentals and maintenance to organising community activities. But also a listening ear and your go-to for practical questions.

In short: the Upkot coach does everything to make sure you have the time of your life. Yeeha!

Are you dealing with one of the following problems?

• Electrical issues
• No internet or WiFi
• Leaks
• No hot water
• Lift problems
• Fire
• Pipe blockages
• Entrance doors not working
• Medical or psychosocial emergency
• Safety issues

Then contact your Upkot coach or the Upkot Emergency Line.

• Upkot coach: weekdays between 8 AM and 6 PM
  • Send a message via the My Upkot chat.
  • Or call your coach. The phone number can be found in My Upkot and on the templates of the coach team in your building.
• Emergency Line: outside 8 AM – 6 PM or on weekends
  • Call 09 395 98 98.

  • Note: a surcharge will be applied for unnecessary call-outs.

An Upstudent is a housemate who assists the Upkot coach in the building as a student worker. Feel free to knock on the Upstudent's door for:

• Opening the door if you've locked yourself out
• New bin bags
• Replacing lights in the kitchen
• Emptying the letterbox
• …

No worries! Your Upkot coach's buddy will be there for you. They'll take over urgent tasks and emergencies smoothly. You can find the buddy's contact details in the out-of-office message of your Upkot coach or in an announcement on My Upkot.

And don't forget: the Upstudent is there for you too. For everyday issues, they can help you out just fine.

Oops, it happens! Is it a weekday between 8 AM and 6 PM? Send a message to your Upkot coach or Upstudent and they'll let you in.

Outside 8 AM and 6 PM or on the weekend? Check with the Upstudent first. If they can't let you in, ask for help via My Upkot using the 'Lost my key or badge' button.

Report a defect via the 'Let's get it fixed' button in My Upkot. You don't need to do anything else — the facility coach will pick it up quickly!

Please note: some repairs are at the tenant's expense. The facility coach will inform you in advance. In our ‘Let’s Upfix It’ guide, we provide you with more information on this. Click here to view the document.

You can talk to your Upkot coach about anything! Would you prefer to discuss it another way? Then send us an email at backoffice@upkot.be or share your feedback via the "Share your feedback" button in My Upkot.

If a specific light won't turn on, it probably needs replacing. No worries, we can help you with that. You can order a new bulb via our Upkot webshop. We'll deliver it on-site.

Prefer to replace it right away? You can also head to Brico or Gamma yourself. Always make sure you buy the correct type of bulb (with warm light).

Annoying, but fortunately you can always solve this temporarily by filling a bucket with water and using that. In the meantime, submit a job request via My Upkot > Let's get it fixed, so our Facility Coach can take a look.

During the coach's working hours, contact them by phone. Outside working hours, contact the Emergency Line.

You need to contact the police directly. They will in turn contact us to be able to review the camera footage. Although our bicycle storage is secured, we advise everyone to always lock their bike (with a double lock).

How does the Fasttel or intercom work?
Most Upkot buildings have a Fasttel system. You'll find it at the entrance of your building. Here's how it works:

1. Find your name in the contact list.
2. Enter the number next to your name on the keypad.
3. Your phone rings. From now on, your number is linked to the system.

Tip: Save this phone number as 'doorbell Upkot', so you immediately know someone is at the door for you.

To open the door or gate, press '2' during the call.

Extra tip: ordered sushi? Give your bell number to the delivery person too.

Does your building have a different intercom system? Just knock on (or ring 😉) your Upkot coach or Upstudent's door.

It depends on the lock system you have. We use two systems.

1. Smartair badge

The handy thing about this system is that you can leave your room door open. If you pop to the kitchen or toilet quickly, you don't need to take your badge. In this video we explain how it works.

Note: does your lock flash red-green when you badge? Then the batteries are almost dead. Let your Upkot coach know straight away.

1. Salto KS

With this system, you also get a handy app alongside your badge. This allows you to open your door via Bluetooth too.

Your Upkot coach will send you an invite to create an account. Done? Then you'll see an overview in the app of all the locks you can control remotely.

If you lose your batch, you can buy a new on via the online webshop. Your Upkot coach will deactivate your lost badge and help you set up a new one.

Haven't lost your badge but would like an extra one? Head to the Upkot webshop too! And here again, your Upkot coach will help you activate the new one.

Nothing to do with the badge, but curious about our webshop? Go and take a peek. 😉 You'll find everything you need to keep your room up and running.

This is often due to a general outage within the network. So first check the Telenet website. 

No general outage found? Then contact your Upkot coach.

Contact Smarteye directly via the helpdesk: admin@smarteye.eu or by phone at 09 395 6000 (24/7).

Explain the problem as clearly as possible. Be sure to mention:

• Your username
• Your Upkot building, floor and room number
• A precise description of the problem. For example: my iPhone 12 cannot connect to the WiFi network eduroam in the kitchen on floor 5.

In buildings that have a Smarteye/student internet connection, you can upgrade the speed.

More info at https://www.studentinternet.eu/.

Log in with the login details you received by email. Something not clear? Your Upkot Coach will know what to do!

Problems with the internet connection? Give us a heads-up via My Upkot with the 'Let's get it fixed!' button.

No internet connection at all? Call your Upkot coach or the Emergency Line.
 

Yes, to guarantee the safety of all residents, CCTV is provided at every entrance hall of our Upkot buildings. Occasionally, CCTV may also be present in a corridor, provided it is directed at an access route.

No, the Upkot coach does not have access to this footage.
However, in cases of vandalism, theft or burglary, we can provide the relevant footage to the appropriate authorities upon legal order.

Get out as quickly as possible, of course. Follow our evacuation procedure:

• Leave the building immediately via the stairs.
• Go to the agreed evacuation point.
• Wait for further instructions from your coach.

Is there actually a fire? Contact the fire brigade as quickly as possible and then notify the Upkot coach.

No fire? Phew! Still make sure to let your Upkot coach or Upstudent know (during working hours) or call the Emergency Line (09 395 98 98).

At the beginning of the academic year, your Upkot Coach will brief you in detail on our 'What to do in case of fire' procedure. You can also find this document via My Upkot. And as is to be expected: you can also count on an annual evacuation drill. 😇

It depends on your heating system.

Do you have your own thermostat in your room?
Simple — you control your heating yourself from the screen.

Please note that we aim to keep your room or studio at a comfortable temperature between 20 and 22 degrees. However, in extreme heat or cold outside, there may be deviations from these target temperatures. We do our sustainable best!

Do you have a radiator in your room?
Then this is good to know:

• Always set your heating to level 2 or 3. This keeps your room comfortably warm and saves energy.
• You never need to turn your heating off completely. If it's too warm outside, your heating will switch off automatically.
• We always aim for a room temperature between 20 and 22 degrees. But sometimes the weather gods have the upper hand.
• Extreme cold or heat? Then our target temperature may deviate slightly.
• Not sure about the temperature in your room? Measuring is knowing! Ask your Upkot Coach for a min-max thermometer.

The plunger is your first aid. If you can't unblock the toilet that way, send a message to the Upkot coach.
Prevention is — yes, even with a toilet — better than cure:

• Always use the large flush button.
• Hold the large flush button down long enough (especially for number twos).
• Never flush condoms, sanitary towels, tampons, etc. down the toilet.

If a professional unblocking company comes out and it turns out the toilet is blocked due to misuse, the unblocking costs will be charged to the tenant.

That can happen. And the cause is simple: "If you shower for an hour, your neighbour will feel the power." In other words: if someone stands in the shower for too long, the housemates showering at the same time will feel the difference in water temperature.

A shower of around 5 minutes is ideal. For your neighbour. For our planet. And for your skin and hair. Your Upkot mascot said so! 🌱

During a room inspection, the Upkot coach or Upstudent stops by to check whether you're maintaining your room properly and whether you need any tips to do so better. Room inspections happen twice a year and we'll let you know well in advance. You don't need to be present.

You can. If you'd like to be present yourself, you can make a personal appointment with your Upkot Coach to come by at a specific time.

Good that you asked! Read these tips & tricks to keep your room or studio in top shape.

Simple: the same way you received it. Tick off our checklist and you're 100% good to go.

No. It's better to use our magnetic strips, which we have specially provided for your favourite pictures.

This way, at the end of your stay, you'll hand back your walls in the same condition you received them and avoid repair costs.

If you rent a room without your own kitchenette, you share a kitchen with other students. And that means above all: lots of good vibes! The kitchen is the cosiest spot in the building where the community really comes alive.

To keep the vibes high, a few ground rules apply:

• Always leave the kitchen tidy.
• Replace a full bin bag in time.
• Empty the dishwasher when it's done.

Twice a year there's also a big kitchen clean-up. Everyone who uses the kitchen gets a task and a deadline. Music on and let's go!

For your food, there's an individual shelf in the fridge, freezer and cupboards. You'll recognise it by a label with your room number.

For crockery, the rule is: sharing is caring. All cups, glasses, plates, pots and pans we share together.

This week, you're the chief of order and cleanliness. You double-check the tidiness of the kitchen and correct where necessary. At the end of the week, you do a final clean. Done? Quickly share some photos of your hard work via My Upkot.

Sick during your week? Find a replacement in time, because this task is mandatory. Send a message via My Upkot for a switch or contact your Upkot coach or Upstudent.

The schedule is always drawn up by your Upkot Coach and can be found in My Upkot > Cleaning.

Report the issue via My Upkot > Menu > 'Report an app bug'.

You can then upload the photos in your kitchen chat in My Upkot, so everyone knows you've cleaned the kitchen.

No, for tenants with their own kitchenette, we provide bin bags.
Run out of bin bags? You can send a message to the Upstudent in your building.

Yes, these are provided by Upkot at the beginning of each academic year.

You can send a message to the Upstudent in your building.

That we care about you! Upkot wants to give students the time of their lives. With lots of good vibes and a helping hand when needed. Through Feel Free to Talk, you can speak with a professional 3 times for free. Simply because talking helps.

Other Upkot Cares initiatives:

• The warmest winter market
• Grandma's soup
• Croque in den blok
• Hotdog o'clock
• The rest is still a surprise 🤫

The sharing-is-caring fridge is in the entrance hall and is there for leftover spaghetti, yoghurt approaching its expiry date or a packet of biscuits you can't finish yourself. Put it in the fridge and make a housemate happy.

Feel free to give the resident chickens some food scraps. But be careful: not everything is healthy for them. Read the instruction board carefully at the gate. In return for your care, they lay eggs — perfect for surprising your fellow Upkotters with a good omelette!

How wonderful! Tell your idea to your Upkot coach, and we'll get to work on it together. 💚
 

You use the Tapazz app for the washing machines and dryer in the laundry room.

We'll send you an invitation email for the app. Accept the invitation, download the app and log in. You'll then get an overview of the available machines in your Upkot building. And you're ready for your first wash!

1. Open the Tapazz app.
2. Click on 'laundry' and choose a machine.
3. Enter the time at which you want to wash or dry.
4. Check 'today' or 'bookings' for your reservations.
5. Make sure your Bluetooth is on and your phone is connected to WiFi.
6. Go to the laundry room at your reserved time.
7. Open the app and press 'start booking'.
8. The app will find your machine and show 'open/close'.
9. Set your programme.
10. Take out your clothes when the wash is done.
11. Click 'turn off' in the app and end your booking within your reserved time.

After your booking, you'll receive an email to pay. And don't worry: a full overview with instructions is also posted in the laundry room.

A wash costs €1.50 per hour and a session lasts at least 2 hours. Please note: these rates are subject to change.

Upkot's golden rules for a spotless wash:

• Start the booking within 15 minutes. Later than 15 minutes = no-show fee.
• 10 minutes before the end of your session, you'll receive a reminder by email. Head to the laundry room!
• Completely done washing? Don't forget to end your booking. Otherwise a fine will be charged.
• After your wash, always clean the lint filter and the water reservoir. This keeps our machines in top condition.
• You pay per wash session.

Contact the helpdesk at support+naamupkotgebouw@tapazz.com (for example: support+miaupkot@tapazz.com). They'll help you further!

Great that you asked! Because we think it's so important. Your building has several waste containers:

• Residual waste container: residual waste (can go in any bag)
• Cardboard and paper container: cardboard & paper
• PMD container: all types of plastic
• Glass container: all types of glass (coloured and clear)
• Organic waste container: green waste and food scraps

Note: always tie your bin bags securely before throwing them in the container.

And remember: our resident chickens also enjoy some food scraps. But not everything. Check the information board at their gate.

Absolutely! Letters and small parcels from the letterbox are collected in the 'You've got mail' mail holder in the entrance hall of your building. The Upstudent empties the letterbox twice a week.

Larger parcels can also be delivered to your room. These are usually collected at a central spot, depending on the Upkot building. Please note that this is your own responsibility. Want to play it safe? Have your parcel delivered to a pick-up point instead.