Frequently Asked Questions

FAQ's FAIR USE POLICY

 

Electricity and Gas

There are maximum limits on the amount you can spend on energy.

The maximum usage allowed per year is illustrated in your welcome pack and varies according to number of tenants. If the tenancy agreement is less than a year, these figures will apply on a pro-rata basis. If you exceed these limits, kentunilet Ltd reserves the right to apply a Supplemental Charge to cover the amount by which you exceeded the allowance.

For information on fair use limits please contact us or refer to our welcome pack.

Water

There are maximum limits on the amount you can spend on water and waste water.

The maximum usage allowed per year is illustrated in your welcome pack and varies according to number of tenants. If the tenancy agreement is less than a year, these figures will apply on a pro-rata basis. If you exceed these limits, kentunilet Ltd reserves the right to apply a Supplemental Charge to cover the amount by which you exceeded the allowance.

For information on fair use limits please contact us or refer to our welcome pack.

FAQ'S TELEPHONE

Why do i need a phone line? I use my mobile for outgoing and incoming calls.

The phone line is necessary to power the broadband, it is not possible to have broadband without the phone line in the background.

Do you provide a telephone?

No we only provide the telephone line.

Can i make telephone calls?

No, the phone lines are only there to power the broadband.

If you do make any phone calls, these will be chargeable.

Do I have to pay a connection charge?

If there is no working telephone line at your property, we will have to pay a one-off fee to get a new phone line connected to the BT Wholesale Network, provided by BT Openreach, regardless of who the Internet provider is. 

This is included with the annual cost of the package, and no additional connection costs are payable for connections of telephone line or broadband.

FAQ'S BROADBAND

What will be the speed of the Broadband?

The actual bandwidth that you will receive is based on factors such as the length of the wire that connects your house with the BT exchange, and various technical factors. Generally, this is determined by your address, and will be the same across all providers.

What may affect my speeds?

We recommend that you connect your Router to the first / master phone socket and also with a microfilter, as this will greatly improve the overall connection speeds.

Does an engineer need to visit the house?

Yes, sometimes. (And always with Fibre Optics).

We will let you know if this will be necessary, and let you know when the appointment will be.

What does unlimited mean?

In principal there are no download or upload limits on our broadband service but you are subject to the provider’s Fair Usage Policy.

What happens if there is a fault?

In the unlikely event that you experience a problem, just let us know, and we will help you resolve the issue. Sometimes you may need to call the provider direct to run diagnostics from a laptop plugged into the router via a cable.

How do I set my broadband service up?

Your router will be configured to connect automatically to the Internet. Once you've completed the steps in the welcome pack there should be nothing more for you to do. WiFi codes are generally written on the bottom of the router.

Do I have to be home when you deliver the welcome pack?

No, any letters we send and routers we deliver will generally fit through a standard size letter box.

FAQ'S TV LICENCE

Do I need a TV Licence?

Yes. If you've signed a joint tenancy agreement with your housemates, you'll only need one TV Licence. This will to cover all TV sets in your house.

Do we need another Licence if we have other TVs in Bedrooms?

If you signed a joint tenancy agreement, then no.

FAQ'S Gardening

How often is the gardening on the gold package?

The gardening is monthly.

FAQ'S Window Cleaning

How often is the window cleaning on the gold package?

The window cleaning is once annually.

FAQ'S End of Tenancy Cleaning

What is included in the end of tenancy cleaning on the gold package?

Included is a professional clean of the communal areas (note; carpet cleaning and oven cleaning is not included unless specifically requested). 

Rubbish is removed up to 10 sacks.

FAQ'S CANCELLATIONS

Can I cancel my order within 7 days of placing the order?

Yes provided that your contract start date is more than ​28​ days away, you can cancel your order within 7 days of signing up. If the contract start date is less than 28 days away, you will be unable to cancel as we will have already processed your order.

 

How long is the contract?

The standard contract length is a fixed 12 month period.

 

FAQ'S BILLING

How and when will I be billed for the service?

Payments are due quarterly in advance. 

On a BRONZE package this is £260 four times a year.

On a SILVER package this is £286 four times a year.

On a GOLD package this is £416 four times a year.

 

Payments​ can be made by standing order (a bank to bank automated payment). Just relax and enjoy the year ahead

 

What happens if I don't pay my bill?

If the payment fails we will send you a message via email and tex​t as a reminder. ​

If payment is more than 14 days late, we will charge you a late payment charge of £25 and may suspend your service until full payment is made. If payment remains more than 28 days late, we will refer your overdue balance to a debt collection agency.

 

 

What extra charges would I expect?

We believe in a clear and simple pricing structure to keep our customers happy and satisfied. 

So far, none of our customers have ever incurred any extra charges. 

The fair use limits are designed to suit shared student properties with high consumption.

 

What happens if one of the tenants leaves the property?

Legally the leaving tenant is still liable for the amount. However the tenants staying at the property can opt to pay the leaving tenant's share until a replacement tenant is found. The replacement tenant can then take over from the leaving tenant.

© 2018

kentunilet Ltd

info@billspackage.co.uk

Office Suite 2 , 76 St Dunstans Street, Canterbury CT2 8BN

Company Registration Number 11266076

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