1. Write an email to admin@emancipia.es indicating the issue that you had to request the return of one of the two payments. Devolution can take 3 to 7 working days.
2. You can choose to leave the money in your Emancipia account to automatically pay future bills. In the following bill you can check the discount corresponding to the amount you paid in advance. If you choose this option does not need to write an email to Emancipia.

Remember that, from the moment of your payment until the Administration area checks and updates the information in the user area, it can take several days. So you do not worry if you do not see the update immediately.

Index:
1. Let us know of an indecent or request for something to get repaired
2. Request a purchase
3. Health, personal or other problems

Emancipia makes available to clients a household service that carries out maintenance works, repairs and shopping. This service does not substitute the tenant’s responsibilities as such, the Emancipia programmes properties are rental flats, they are not hostels, hotels nor student residencies, where the tenants responsibility is a lot less. Due to this, the tenant will have to aware that, on occasions, they will have to postpone or cancel personal activities in order to maintain their responsibilities. (Eg.: Be at home when there is  a technical specialists  coming round).

To put yourself in contact with this service you must write an email to  fix@emancipia.es.

Let us know of an indecent or request for something to get repaired

When you have an incident at home or you would like to request for something to get repaired you can write to us at:

fix@emancipia.es

Please, remember that it is very important that you explain the incident well so that we can help you in the best possible way. In the case that your explication is not detailed enough and we are missing information we will write to you again to request more information  as the solution to this problem could take some time.

What you must tell us when you have a problem at home:

1. IMPORTANT: Send us photos of the incident so that we can evaluate it better. (Control panels of electrical appliances with the brand and model, stains, tears, etc.)
2. Detailed description of the incident.
3. Where is the problem (All of the house, kitchen, living room, bedroom, etc.).
4. When did you detect that the problem exists (today, yesterday, weeks ago, when from when arrived in the flat).
5. What tests have you done (Have you tried to resolve it, you have not tried, you do not know what happened, you not what the problem is because you have checked it…).
6. Do you consider the problem important or urgent ( It is not important, you only want to let us know, you consider it very important, you think it is urgent or dangerous).

Apart from emergencies, Emancipia will attend to incidents from monday to friday working days (9:00-18:00).

Emancipia will prioritise the urgent or important repairs. (Eg,; There isn’t any hot water) before others that are less important (Eg,; The TV does not work).

If Emancipia can not resolve the incident directly we will immediately contact a special technician, house insurance or we will request the approval of the owner to carry out maintenance. The repairs or purchase does not always depend on Emancipias´s good will but on the call time of the professional specialists, the house insurance and the owners.

When there are debts still to be paid by one or a few tenants, Emancipia can temporarily suspend this maintenance and repair service.

The service is not free when:

1. Emancipia or other technicians go to fix a problem and this problem does not exist.
2. The tenant has lost their keys or they have left them inside their flat and we have had to send a technician to open the door.
3. The problem is the tenants responsibility.

Emergencias (112)

To get in contact with the Police, the Fire Brigade, Ambulance or civil protection you should call 112. After talking to the Cantabria Emergency service we recommend that you call us or write us an email so that we can help.

Emancipia telephone

Emancipia will pick up the phone from monday to friday from 10 til 2.

For emergencies in that you need to contact Emancipia you can call +34 601 291 231. This telephone number is only for true emergencies related to accidents that can hurt people or properties: like a gas or water leak, if you see Godzilla come out from the water or if a meteoroid falls to earth. For everything else, write an email to fix@emancipia.es  or call the office at opening times.

Request a purchase

Emancipa reserves one day in the week or every two weeks in order to carry out purchases. For whatever you request keep in mind that once requested, there could be a delay of up to a few days until you can pick it up at the office or that we take it to your flat.

Keys

In the case that you still do not have keys, they do not work or you have lost them, please, read the article about Flat keys in our help centre.

Basic appliances

All the furniture that Emancipia makes available is basic, in the case that what you need is not there in your house you can request for it. Look at our Help centre at basic appliances.

Extraordinary appliances

In the case that you want an item that is not included in the basic appliances you can request it, but you must keep in mind that if it is not necessary to live comfortably or if it not common in your culture the owner is not required to get it.

So that Emancipia can consider the request it is essential that, apart from describing the product, you explain in details why you wish or need the purchase.

Health, personal or other problems

In the case that you have some sort of health, personal or another type of problem and you think we can help you, please, do not hesitate in writing to us at fix@emancipia.es describing in detail the question and how you think we can help you.

In Spain you must notify gas consumption to energy companies. In your apartment you will find a gas consumption meter as you can see in the picture. The gas meter is usually outside the kitchen window or under the sink.

Each two month you will see a red color sheet in the lobby of your building. You should write on it your consumption because, with that information, the company performs bill. If you leave blank the red sheet, bill arrives with a minimum price but does not include the cost of the consumption made.

It is really important to fill this sheet of the lobby because Emancipia will not return the security deposits to the tenants if the last gas bill which sent the company does not have included the cost of consumptions. So if no one of you on the flat write the consumption measure in the sheet of the lobby, return of the deposit may not be at the time of your departure but several months later. Please, stay tuned to the sheet of the lobby.

STEP 1. Check and make a note. 

1. What type of gas do you need?

Butane 12,5Kg. or Propane 11KG. (you can see this on the gas cylinder in your flat).

1. Who is the supplier of the gas cylinder?

REPSOL or CEPSA ( you can see this on the gas cylinder in your flat).

1. The Emancipia code of your flat or bedroom, the address, and the postcode of your flat (youcan see all of this in the rental contract).

STEP 2. Asking for a cylinder of butane. You have 3 options. 

Option A. Ask Emancipia for a gas cylinder (only for people that do not speak Spanish who have a justified need).

How to ask: send an email to ​ fix@emancipia.es indicating: your name, flat or bedroom Emancipia code, what type of gas you need, who is your supplier.

Receiving the cylinder: up to 72 hours after receiving the request.

Cost: the official price of the gas cylinder (12,76€ in February of 2016) + 12,1€ of admin fees.

Option B. Asking for a gas cylinder from the supplier. (you must hand in the empty cylinder to the deliverer).

Receiving the cylinder: Depends on the company.

Cost: the official price of the gas cylinder.

REPSOL: +34 942 226 259 ‐ +34 901 100 125

CEPSA: +34 942 544 560 ‐ +34 678 421 338

Mail:  ​ pedidosbutanocepsa@cudeyogas.com

Web:  ​ www0.cepsa.com/gasEnvasadoRes

Option C. Buy a gas cylinder in a gas station (you must bring an empty gas cylinder).

REPSOL. Look for service station: http://goo.gl/q9ELyy

CEPSA. Look for service station: http://goo.gl/c9c7Aq

RECOMMENDATION

In the flats there are gas cylinders, and it is always better to have two full ones. Otherwise you run the risk of being without gas and not having hot water for a few days and not being able to cook. Ask for a new cylinder as soon as you have an empty one.

1. Arriving in Santander and pick-up
2. Sheets, towels and electronic items
3. First payment
4. New Friends
5. Arriving before your room is available
6. Rules of good use and co-living
7. Bus
8. Emergencies
9. Mail
10. Mobile phones
11. Bank account
12. Health centres
13. Time zones
14. Shops and supermarkets
15. Bars and restaurants
16. Foreign office

1. Arriving in Santander and pick-up

When you arrive in Santander we will be waiting for you. In the case that you still have not confirmed your arrival information, please, do it from your personal area. We recommend you to bring printed or saved on your mobile the document that belongs to you (Plane, Train, Bus, Car/motorbike). In these links you have information about how to get to Santander from Bilbao and Madrid.

2. Sheets, towels and basic equipment

Although some of Emancipia´s flats already have sheets and towels, you should bring or buy your own set of sheets and towels. Amongst other shops you can buy sheets and towels in La Conchita (city centre) or in Carrefour (Bus route 1). You go over the basic equipment in the help centre.

3. First payment

When you arrive in Santander we will deliver to you the first rent invoice. You have 3 working days to pay the first bill. Remember that this bill includes the deposit of 250€ and the rent and utilities for the first month. From this amount we will subtract the deposit that you have made to reserve the bedroom. Here you can consult the methods of payment.

4. New Friends

You can get to know your other tenants and students in our Facebook group. Enter and introduce yourself, propose activities and get to togethers or find your flatmates (Search for their names in your user area).

5. Arriving before your room is available

If you are thinking about arriving a few days before your bedroom is available and you do not have any friend in the city in which to stay with for a few nights, we recommend that you reserve a hostel. The only hostel that we know of that make discounts for students is the Hostal Magallanes. But you can also stay in the BBB, in the Plaza Pombo, La Torre or Aránzazu. On Booking you will be able to find good offers. On the other hand, you can also stay in services such as Housetrip, Niumba, Wimdu or Airbnb. In the case that you have a second welcoming, meaning, when you arrive in Santander and when you change from alternative accommodation to the bedroom/flat that you have reserve, you will have an additional charge of 6€.

6. Rules of good use and co-living

All our flats have a Good use and co-living regulations in order to facilitate co-living.  Don´t hesitate in using it when they do not respect your rights, those of another flatmate or in order to not annoy neighbours.

7. Bus

Santander is a small city and you can walk to the majority of places but if you wish to travel by bus here is the City Council bus service TUS  the network of routes. You can pay for the journey on the bus (1.3€) but we recommend that you buy the Bus card. This card cost 7€ and you have 6€ worth of trips. When you use up the 6€ you can top it up with more money. With the card your trip costs you 0.66€. You can buy and top-up the card in whatever Kiosk (small shops that sell newspapers and magazines situated on the pavements of the city). You can download the app on Google Play and iTunes.

8. Emergencies

The phone number for the Spanish Emergency services is 112. This number is very important in the case of an accident, fire and personal security. The technicians of the Emergency services 112 will send an ambulance, the police, firefighters or whoever necessary,

9. Mail

All Emancipia´s flats come with a mailbox and you can receive mail. You can check the postal address of the property that you have reserve in your personal area. If you prefer to you can send mail and packages to the Emancipa office and come and collect them when you like.

10. Mobile phones

If you wish to buy a top-up or a SIM card you have various available options. The majority of the telephone shops only offer one company from what we recommend to you should visit this shop where you will find the main telephone companies and brand suppliers. This is a comparative price site prices.

11. Bank account

If you need to open up a bank account or pay in cash for the Emancipia bills we recommend you go to the Santander Bank office in the Law Faculty at the University of Cantabria.

12. Health centres

Should it be necessary, you can turn to the Accident and Emergency services of the University Hospital of Marqués de Valdecilla. You can consult the health centres in Santander from this link. If you have private insurance we recommend that you consult your terms and conditions before turning to a health centre.

13. Time zones

The time in Santander is the same in France, Italy or Germany and is an hour more than in Britain. You can calculate here the time zone difference with your country.

14. Shops and supermarkets

The majority of shops, supermarkets and pharmacies open between 9:00 and 21:00, if you are hoping to arrive after 18:00 it is best that you bring some food or a sandwich in case your transport is delayed or you cannot buy something for dinner.

15. Bars and restaurants

The majority of restaurants serve food until 23:00. The bars and pubs open until 3:00 or 4:30 and the clubs close at 5:00 or 6:30.

16. Foreign office (Spanish Goverment)

If you need to legalise your stay in Spain you need to visit the Santander Foreign Office. In this link you can obtain more information.

1. Each resident must respect the right of others: to housekeeping in common areas, to rest and keep silence when necessary, to privacy and mail confidentiality and telephone conversations, to freedom of expression, to respect and fair treatment, and to religious freedom and practice.
2. Is forbidden to enter to the room of a home mate if you are not authorized by the occupant of the room. You cannot take personal belongings from your mates unless you previously requested (bathroom stuff, personal food, etc).
3. The last person leaving the flat should lock the door.
4. You must not make any noise from 23:00, so you should turn down the volume of: TV, stereos, telephones, etc. Do not shout at night when talking to your home mates.
5. All kind of parties in the flat are banned.
6. When social gatherings are organized in the flat, there can’t be more than 6 people in the flats of 2 rooms, and no more than 9 people in flats of 3 bedrooms.
7. You must not take or deal with drugs at home, and it’s totally prohibited to abuse of alcoholic drink in social gatherings.
8. Any theft, use of physical/psychological/verbal violence shall be enough reason for breaking the rental agreement, and for the termination of any agreement on the provision of contracted services, and will mean the expulsion from the flat.
9. Emancipia is not responsible for items or money that can be stolen in the flat. We recommended you not to leave personal belongings in common areas or accessible view to people from outside the fat.
10. Hazing is totally prohibited and such behaviour will be sanctioned as major fault or very serious fault.
11. At peak times, bathroom should only be used for having a shower, using the toilet or washing your teeth. You should be made in your room (or other place) tasks as straightening your hair, playing video games, read the newspaper, plucking eyebrows, etc.
12. You cannot be naked in the common areas of the flat, and when you leave a common area, you should leave it clean and tidy.
13. All flat members may self-regulate the households such as cleaning of the common spaces, cooking, throw the garbage to the bin, etc.
14. Prior notice, Emancipia staff can access to the common areas in the flat to verify the compliance of rules. In addition, you will also be advised to take regular reviews of the condition and cleanliness of common areas and rooms. Exceptionally, only if there is evidence of serious or very serious faults, Emancipia staff can access the rooms. If it is detected any act or omission that could result in unhealthy situations or jeopardize the safe operation and maintenance of the flat, Emancipia may intervene to fix the situation, running with the costs of all members of the flat.
15. If you had hired cleaning service, you must respect the time allotted for it, and should leave all those spaces free and clear to be clean. The cleaning of: bathroom, kitchen, rooms and other spaces, will be reflected in the following terms:

• Kitchen. Staff only cleans the tools that are inside the dishwasher or in the sink, without leftovers and with some water so that the dirt does not stick.
• Bathrooms and toilets: the tools and personal effects must be collected.
• Bedrooms, hallways and living room: the floor should be clear of consoles, luggage, clothing, and anything that interferes. Likewise, the tables or tables that are desired to be cleaned must be cleared.

16. Day or night visits from family and friends, when last more than 10 hours or occur more frequently than 1/week stays will be considered as stays. Stays of outside people are totally prohibited. Special situations may be considered when the stay is made by the couple, the parents, tutors or siblings of the resident, or the stay is occurring in holiday and that person is the sole occupant of the flat at the time. In any case stays longer than 24 hours must be agreed with the other occupants of the flat and must have the approval of Emancipia.
17. When leaving the house the tenant must not leave personal effects, trash or food. You must clean your room and other rooms in depth although not professionally cleaned, order furniture and other belongings and leave things tidy as close to how he found it. It is important to check the drawers and cabinets to not forget anything. If you have spotted any possible harm or damage caused you must inform in advance to find the best possible solution.
18. Emancipia reserves the right to establish specific rules on each flat.

B) Misconduct

Misconduct:

• A lack of respect, treatment impropriety, to be inconsiderate, or any kind of behaviour which does not meet a minimum decorum, directed towards anyone in the flat or to an Emancipia Team member.
• Failure at comply with general or specific rules of the flats concerning:
  • Reduced sound schedules, respect of peak times in bath or others.
  • The order, preparation of spaces and / or individual responsibilities in the operation of the flat.
  • The limitations on the number of people in social gatherings that are made on the flat.

Gross Misconduct:

• The repetition of 3 or more minor faults.
• Impede repeatedly the study time or sleeping hours of your home mates in the flat.
• The undue delay in payments under the contract.
• The Introduction of animals in the flat without Emancipia’s consent.
• The introduction and the consumption and / or possession of any drug or narcotic substances not legalized.
• Cause of action / neglect, or malfunction unhealthy situations, in the bathroom and the kitchen particularly.

Extreme Misconduct:

• The repetition of 2 or more major faults.
• Any kind of aggression or physical / verbal / psychological violence occurring in the flat or anywhere if it is addressed to another user or Emancipia
• Causing deliberate or as a result of irresponsibility or neglect, significant damage to property of the building of which is housing.
• The commission of theft, robbery or misappropriation on the flat or Emancipia

C) Sanctions

For committing Misconduct:

• Verbal warning and / or written.
• Correct the fault detected (clean the dirty place, tidy spaces, etc).

For committing Gross Misconduct:

• Changing the flat and / or temporary suspension of the residence on the floor for a period not superior to 1 month.
• Partial loss of the deposit.

For committing Extreme Misconduct:

• Temporary suspension of the right to be on the flat for a period not superior to 2 months.
• Lost the deposit.
• Dismissal of the flat.

If your room is reserved by another student, the room must be vacated on the date indicated in your contract. You have three options:

Option A: You can stay on the same flat or on another Emancipia’s if there is a sofa-bed or extra bed in the common areas (It is essential the permision of the occupants with active contracts) or there is a free spot in one of the rooms (It is essential the permision of the occupant of the room with active contract). This option has no cost.

Option B: You can move to another Emancipia´s flat. (Emancipia will publish on Facebook available rooms for stays shorter than a month twice 1st) Before January 23th; 2nd) before February 4th. The tenant must pay the corresponding days in the new floor.

Option C: You can stay at the Hospedaje Magallanes. Student discounts available.
Address: Calle de Magallanes, 22, 39007 Santander, Cantabria.
Phone: +34 942 371 421
Web: www.hospedajemagallanes.com
Rates:
– 25 euros – Single (1 person).
– 33 euros – Double (2 people).
– 43 euros – Double with an extra bed (3 persons).
For stays of 3 nights or more you can have an additional discount of 2 euros each night.

Option D: You can find temporary accommodation services like Airbnb, Housetrip, Niumba or Wimdu.

For stays longer than 10 days the booking procedure is carried out in the usual manner, indicating your accommodation preferences.

Emancipia’s main users are members of the university community (students, researchers and professors), although, it is also possible to find other groups of young people looking for an affordable accommodation, such as FP students, workers, visitors, etc.

Those groups are characterized by their short stays linked to the academic periods, professional practices or employment contracts.

Regarding shared apartments, Emancipia generally encourages users with similar profiles to share the same accommodation.

Students

The majority of Emancipia users are undergraduate and graduate students looking for a shared accommodation. Their periods of stay are generally from September to June, although, some also stay in the accommodation during the summer months.

Exchange students

Every year, the university also attracts many exchange students. Their periods of stay are usually one or two semesters (September – February – June).

Researchers and professors

Researchers and professors are a much more heterogeneous group in which we can find doctorate students or professors with their families. This is why their periods of stay vary from a few months up to several years.