FAQ residents - Queen
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. It is a large file and therefore does not always arrive. Also, make sure you check your spam folder.
If you don't receive the document, you can contact your coach who will be happy to send you 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 queen@upliving.be.
- Where can I find general information about staying at Upliving?
You can find this information on this page. Great, right?
Sharing systems
- What is the Tapazz app and what do I need it for?
At Upliving Ghent - Queen we use the Tapazz-app to book the Laundry.
You have received an email to download the app.
- How do I activate my Tapazz account?
- Accept the invitation in the email.
- Download the app and log in.
- How do I book a washing machine and dryer?
- Open the Tapazz app.
- Click on 'Laundry' and book a machine of your choice.
- Indicate the time that you would like to wash/dry.
- Go to 'today' / 'bookings' and you will see an overview of your reservations.
- At the reserved time, go to the Laundry, open the app and press 'start booking'.
- After serveral notifications, the app will look for the washing machine/dryer and display an 'open/close' button.
- You will see that the washing machine or dryer will now turn on, so you can select the cycle you want.
- End your booking within the reserved hours.
- After your first booking, you will receive an email to pay.
- How much does it cost to use the washing machine?
It costs €1,5 per hour*. A wash lasts at least two hours.
*These price may change.
- What should I be aware of during my booked washing time?
- Start booking within 15min. Later than 15min = no show fee.
- Finish your booking on time. A penalty will be charged for late termination.
- Payment will be debited from your account per wash.
- You will receive an e-mail reminder 10 minutes before the end of your wash.
- I have a problem with my Tapazz account. Who can help me?
Contact our helpdesk via support@tapazz.com.
Shared facilities & BBQ
- How can I reserve the co-working/relaxation area (co-chillroom) and the BBQ
Contact your Upliving coach.
If you wish to rent the co-chill room for private purposes, the following (preferential) rates* apply:
- Half a day (4 hours): 50 euros (incl. btw)*
- A whole day (8 hours): 100 euros (incl. btw)*
*Prices may change.
Internet
- What should I do if my internet connection isn't working or is unstable?
We have a 24/7 support service with Smarteye, the supplier.
You can contact them via 09 395 6000 (24/7).- I would like faster internet. How can this be done?
There are various upgrades available. Ask your coach for more info.
Key & doorbell
- How does the doorbell work?
Each building has a Fasttel system. Your apartment number is linked to your telephone, so you will get a call when someone rings your bell. You are best saving this number as 'doorbell' in your phone. You can open the door with your phone by pressing '2'.
- How does my badge work, and where does this give me access to?
Badge:
The badge gives you access to all the doors you need.
Scan the wall scanner and as soon as the light turns green, you can open the door.Salto KS app:
The Salto KS app is linked to your badge. Salto KS will send you an email with an invitation and you can easily download the app. This means you can use your smartphone as an extra key.
Waste
- Where can I get rid of my waste?
The waste area is located between the houses and the Co-Chillroom.
- How do I sort my waste?
We have three types of waste containers:
- BLACK: non-recyclable (waste can go in any bag)
- YELLOW: cardboard/paper (no bag, nog plastic, polystyrene or other)
- BLUE: PMD (you have to use a blue PMD bag)
Food waste may be given to the chickens - in accordance with the information on the poster on the chicken run.
- 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 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.
Your apartment
- How does my dishwasher work?
- How does my combi oven work?
- The light in my store room stays on! What do I do?
The lighting in my 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 coach.- 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 or contact your coach for more details.
- How does my heat pump work?
First and foremost, contact your coach if there is a problem.
- Help! I don't have hot water. What do I do?
Via the MyUplink app, you can monitor the temperature of your hot water in the "HOT WATER HOME" section. If it is below 40°, you can press the "more hot water" button.
Is this not working? Contact your coach.
- I have damaged my apartment. What is it going to cost me?
Ask your coach for the Upfix-it document. Here you will find the price list of all possible repairs.
Paintwork
- Where can I find the right colour codes to paint or repaint the walls in my apartment?
Our walls were painted with professional paint. It is therefore important to use the same professional paint. You can find these in specific shops: e.g. Polar Paints in Ghent.
- Colour code walls: RAL 9010 (tennis white)
- Colour code doors and frames: RAL 9005
- 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.
Pests
- Help, I have seen a mouse on my terrace! What do I do?
Mice are excellent climbers so they could easily be seen on terraces up to the 4th floor. Never leave rubbish lying around on your terrace and make sure you do not collect waste there either.
- Help, I have seen a mouse in my apartment! What do I do?
Make sure your food is not accessible. There is a big chance the mouse came in through your terrace door. Having said that, mice only need a hole the width of a pencil to gain access. Make sure they cannot get to any food in your apartment. Spotted pests in your apartment? Take action immediately & inform your coach.
Water & energy
- Where can I track my energy consumption?
- For block Fabiola, the meters are behind the leftmost door near the storerooms.
- For the houses and block Baudouin, the meters are behind the 2nd door after the stairs.
You have access to this and can therefore monitor your meter readings yourself. Can't find it or can't get in anyway? Contact your Upliving coach.
- Where can I track my water consumption?
Your water meter is close to your apartment. You can find it in the corridor behind the black door.
- I have questions about my energy/water consumption. Where can I go?
Send an email to verhuizen@smooved.be and they will be happy to help you.
Customer Care
- Why have I received a reminder from Upliving for rent arrears?
Please send an email to backoffice@upliving.be and our colleagues will be happy to look into it for you.
- I would like to change the account number for my direct debit. Is that possible?
No problem at all. Send your details to backoffice@upliving.be and we will change it for you as soon as we can.
Community
- My neighbours are causing a nuisance. What can I do?
We are all respectful people. Try to get acquainted with your neighbours and share each other's contact details. Communication is the key to living in harmony 😊.
If you suffer from nuisance on a regular basis, do not hesitate to contact our coach.
- 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 while respecting your neighbour's boundaries. Inform your neighbour about the upcoming party or invite them to come, and the nuisance will be kept to a minimum. Cheers!
