FAQ bewoners Loop5

FAQ residents - Loop5

Arrival

Where can I find my entry inventory of the premises?

After your inventory of the premises is signed, it will automatically be sent to your email address. You can also find your inventory of premises on your tenant portal under "documents".

Did you not receive it? That is possible, sometimes the file is so large that it does not arrive correctly. Send a message to your Upliving coach via My Upliving. She will gladly provide you with the document via WeTransfer.

What if I discover other defects after signing the inventory of the premises?

No worries. Photos can be added to your inventory of the premises in the first two weeks. So make sure you carefully check your inventory of the premises and your apartment thoroughly. If you discover other defects, take photos and send them in a clearly explained email to loop5@upliving.be.

Where can I find general information about staying at Upliving?

The answer to the most frequently asked questions can be found on this page. Great, right?

Is the answer to your question not listed here?
Contact your Upliving coach via My Upliving, she will be happy to help you.

My Upliving

What is the My Upliving app and for what do I need it?

The My Upliving app is the way to connect with your Upliving coach and the other residents in Upliving - Loop5 and receive updates on events and the cool community.

Good-to-know: you are the very first user of our app. Additional features will be added in the coming months, including access control through the app, sharing facilities, reporting chores, and so on.

If you encounter any bugs or have any questions along the way, feel free to get in touch via chat or appsupport@upgrade-estate.be.

We are here to help!

How do I activate my My Upliving account?

Download the My Upliving app
Go to the app store on your smartphone or tablet, search for 'My Upliving' and click download.
Create a new account
Open the app and click 'Not an active account yet or forgot your password?' on the login screen.
Enter your email address
Use the same email address as in your contact details on upportal.be.
Choose a password & log in

I have a question about my contract or my payments, who can I contact?

You can contact backoffice@upliving.be for all your administrative and payment queries.

I have an urgent problem outside the Upliving coach's working hours, what now?

For urgencies and emergencies, please contact our Emergency Line: +32 9 395 98 98 Monday to Friday from 6pm to 8am and during weekends.

Laundry

How can I reserve the washing and drying machines?

At the moment, you cannot reserve the machines. If you see that one of the machines is empty and available, you may use it.

Keep a close eye on your washing times so that the machines can be used smoothly by your neighbours too.

Soon, booking a washing or drying machine will be added as a feature to the My Upliving app.

How much does it cost to do my laundry?

Since you will be the first users - and thus the 'test audience' - of our new reservation tool for the washing and drying machines, we have decided to make the laundry free until the end of August 2024.
All we expect is your feedback in case of problems! 😉

I have a problem with a washing or drying machine, where can I go?

You may always report a problem with one of the partial facilities to your Upliving coach via My Upliving.

Co-Chill

How can I reserve the Co-Chillroom?

The Co-Chill may be freely used by all residents of Upliving Loop5.
Be kind to your neighbours and the materials provided.
Whatever you use, always clean up as well.

Would you like to reserve the Co-Chill privately?
Contact your Upliving coach via My Upliving.

Community

My neighbours are causing a nuisance. What can I do?

We are all respectful people. Try to get acquainted with your neighbours and contact each other via My Upliving or just go knocking on the door. Good communication is the key to living in harmony 😊.

If you suffer from nuisance on a regular basis, do not hesitate to contact your Upliving coach via My Upliving.

I would like to throw a party. Is that allowed?

We want everyone to be able to enjoy their apartment as much as they can. That includes an occasional party, but of course always within the limits of what is permissible. Sleeping must be respected between 10pm and 7am, unless agreed otherwise.
Cheers!

Shared mobility

Where can I find the shared bikes and shared steps?

Upliving - Loop 5 offers Dott e-bikes and HOPPY e-steps for its tenants. The parking areas are close to each other, at the cyclist parking on level 0.

How do I create a Hoppy account?

Download the Hoppy app
Go to the app store on your smartphone or tablet, search for 'Hoppy Mobility' and click download.
Note: 'Hoppy - Shared Mobility' is the old version of the app, be sure to download the correct one.
Create a new account
Open the app and fill in all requested information.
How do I reserve or park a Hoppy Step?
At the top of the app, click on 'How to ride' for a handy guide on how to use the Hoppy Steps.
Find and select the step you want to use on the map and follow the steps in the app.

How do I create a Dott account?

Download the Dott app
Go to the app store on your smartphone or tablet, search for 'Dott - Unlock your city' and click download.
Create a new account
Open the app, click 'Get started' and fill in all requested information.
How do I reserve or park a Dott bike?
Find and select the bike you want to use on the map and follow the steps in the app.

Is a discount given to Upliving residents?

Sure. Thanks to our partnership with HOPPY, Upliving residents can use the Hoppy-steps at half price.

Would you like to take advantage of this? Send an e-mail to partnerships@behoppy.eu. Don't forget to mention that you are a resident at Upliving - Loop 5.

For Dott, the regular prices apply and no discounts are granted yet.

Internet

What should I do if my internet connection isn't working or is unstable?

Contact SmartEye directly via the Helpdesk: support@smarteye.eu or by phone on 09 395 60 00.

Always give a description as clear as possible of the problem. For example:

Username: X
Upliving: Upliving building, room number, floor
Problem description: My iPhone 12 cannot connect to the wifi network SmartEye in the Co-Chill Room on floor 1.

I would like faster internet. How can this be done?

There are various upgrades available. Ask your Upliving coach for more info on our faster formulas.

Badge & doorbell

How does the doorbell work?

The building is equipped with a Fasttel system.
The Fasttel system is linked to your phone. So you will receive a call when someone rings your doorbell. You can open the entrance door with your phone by pressing button "2".

Tip: save this number as "doorbell" in your phone!

How does my badge work and do I have access to everything?

You have access to all the doors you need. Just scan the Salto reader with your badge and as soon as the light turns green, you can open the door.

Your apartment

How does my dishwasher work?

Download the instructions

How does my combi oven work?

Download the instructions

The light in my store room stays on! What do I do?

The lighting in your store room works automatically.
The sensor is very sensitive and usually detects you before you realise, even when the door is closed.

The length of time the light stays on can be adjusted: 5 seconds / 90 seconds / 3 minutes.
If you want it adjusted, contact your Upliving coach via My Upliving.

How do I adjust the temperature of my floor heating?

You can find your thermostat in your living room. On the screen, you can read the actual temperature in your flat.

Do you want to adjust it? Press the thermostat icon at the top right, then use the arrows to adjust the temperature.

Help! I no longer have heating, hot water or electricity?

Does this happen during working hours? Contact your Upliving coach via My Upliving.

Does this happen outside working hours or during the weekend? Contact the Emergency Line: +32 9 395 98 98.

Several light bulbs in my apartment are broken. Where can I buy them?

You can buy these light bulbs from any local hardware/DIY store.

Tip: take the broken bulb with you so that you can be sure to buy the right type.

Waste

Where can I get rid of my waste?

You can take your waste to the waste containers in the waste room on the ground floor.

How do I sort my waste?

We have five types of waste containers:

Non-recyclable (pre-sort into a transparent bag)
Cardboard/paper (only for cardboard and paper, preferably always flattened)
PMD (pre-sorted in a transparent bag)
Glass containers (only for glass)
Swill (organic waste)

What should I do if the waste containers are not present in the waste area?

If the containers are not in their familiar place, you will probably find them outside on the street ready for collection.

1 golden rule: never leave your waste behind on the floor. Just go outside and throw it away in the corresponding container.

Where can I take my bulk household waste?

Your bulk household waste belongs at one of the container parks in Ghent. Check the IVAGO website: https://www.ivago.be.

Maintenance

As a tenant, do I have to clean my own windows?

Yes, you do!

As a tenant, am I responsible for scrubbin my terrace?

Yes, you are. It's important that you scrub your terrace annually. The best way is to use a scrubbing bruch and (ecological) cleaning product.

Feel free to ask your Upliving coach for advice via My Upliving.

Pests

Help, I have seen a mouse! What do I do?

Mice are excellent climbers, and a mouse only need a hole the width of a pencil to gain access. Make sure they cannot get to any food in your apartment and never leave rubbish lying around on your terrace.

Take immediate action and inform your Upliving coach via My Upliving.

Exit

My moving date is approaching, what will happen?

About a month before the end of your contract, your Upliving coach will make an appointment with you to visit you for a pre-scan. During this moment, the coach will let you know if there are certain things you still need to take care of before you can move.

Is there no damage in your flat? Super, you are ready to start packing!
Is there any damage in your flat? You will make arrangements with the coach to repair this damage.

I have caused damage in my flat. What will it cost me?

Ask your Upliving coach for a list of all repair fees.

I have damaged my wall and want to repair and repaint it myself. Where can I find the right colour codes?

Our walls were painted with professional paint. It is therefore important that you use the same professional paint. You can find these in specific shops: e.g. Polar Paints in Ghent.

Ask your Upliving coach for the correct colour codes.

When can I leave my flat and hand over my keys?

Your Upliving coach will contact you to set an appointment for this.

When will I get my deposit back?

You will get your deposit (subject to any charges) back within 3 months of your exit.