FAQ

Outside of the Cooling Off Period, termination of your tenancy agreement will only be authorised if any applicable legal notice that applies under current legislation is issued, or if your place at your University or Higher Education Institute is withdrawn because you do not achieve the required grades to proceed into your next year. To apply to be released from this contract if you do not achieve the required grades and your place at university is withdrawn, you must:

You must provide written evidence from the University that you do not have a place within 3 days of your results being published and we will release you from the contract without penalty and refund the deposit paid.

You may also be eligible to be released from this agreement if you are a prospective first year Undergraduate student and you choose to go to a different University because you have exceeded your expected grades.

To apply to be released from this agreement in the circumstances referred to above, you will need to supply us with a copy of:

A written or email confirmation that you wish to cancel your reservation, stating full name and full details of the property booked;
A letter from your university/college which confirms that the required results were not achieved, and that your place has been withdrawn.

These document(s) must be received by us within 3 calendar days from the date your results are published. On receipt of the required documentation it will be verified and, provided we are satisfied, we will cancel your agreement and refund your deposit in full.

Dual occupancy is available on most rooms over 23sqm. Both occupants would need to apply and mention in their application that they are applying for dual occupancy so that the price can be amended. The price would be the total rent plus an additional £50 and then divided by two for each occupant’s weekly cost unless otherwise stated. 

If you’re still waiting for your exam results and you’re not sure whether your place at university is confirmed, don’t worry, you can still apply.

If you are a prospective first year Undergraduate or Postgraduate student and your offer of a place at your preferred University or Higher Education Institute is withdrawn by the University or Higher Education Institute because you do not achieve the required entry grades, you may be eligible to be released from this agreement.

You must provide written evidence from the University that you do not have a place within 3 days of your results being published (and no later than 28th August, whichever date is sooner) and we will release you from the contract without penalty and refund the deposit paid.

You may also be eligible to be released from this agreement if you are a prospective first year Undergraduate student and you choose to go to a different University because you have exceeded your expected grades.

To apply to be released from this agreement in the circumstances referred to above, you will need to supply us with a copy of:

• A written or email confirmation that you wish to cancel your reservation, stating full name and full details of the property booked;


• A written rejection letter from your chosen university/college or UCAS, a screen shot of your UCAS status which confirms that the required results were not achieved, or a copy of the proof of acceptance of your new university by UCAS adjustment.

These document(s) must be received by us within 3 calendar days from the date your results are published. On receipt of the required documentation it will be verified and, provided we are satisfied, we will cancel your agreement and refund your deposit in full.

If you’re still waiting for your exam results and you’re not sure whether your place at university is confirmed, don’t worry, you can still apply.

If you are a prospective first year Postgraduate student and your offer of a place at your preferred University or Higher Education Institute is withdrawn by the University or Higher Education Institute because you do not achieve the required entry grades, you may be eligible to be released from this agreement.

You must provide written evidence from the University that you do not have a place within 3 days of your results being published (and no later than 28th August, whichever date is sooner) and we will release you from the contract without penalty and refund the deposit paid.

You may also be eligible to be released from this agreement if you are a prospective first year Undergraduate student and you choose to go to a different University because you have exceeded your expected grades. To apply to be released from this agreement in the circumstances referred to above, you will need to supply us with a copy of:

• a written or email confirmation that you wish to cancel your reservation, stating full name and full details of the property booked;


• a written rejection letter from your chosen university/college or UCAS, a screen shot of your UCAS status which confirms that the required results were not achieved, or a copy of the proof of acceptance of your new university by UCAS adjustment.

These document(s) must be received by us within 3 calendar days from the date your results are published. On receipt of the required documentation it will be verified and, provided we are satisfied, we will cancel your agreement and refund your deposit in full.

To book a room, create an online account and select ‘book now’. You can choose the property, your room and the required tenancy length, then pay your deposit and accept the room offer within a few minutes.

If you have any special requests or requirements please use the 'create application' route instead.

To book a room, create an online account and select ‘book now’. You can choose the property, your room and the required tenancy length, then pay your deposit and accept the room offer within a few minutes.

If you have any special requests or requirements please use the 'create application' route instead.

Our full termination policy is within your online account.

You can cancel your tenancy agreement for up to 7 days after the date of your booking (the Initial Cancellation Period). We will refund the full security deposit.

Please note, £20 will be deducted from the refunded amount to cover any international bank charges for deposit refunds made to non-UK banks.

If you cancel your booking after the Initial Cancellation Period, you remain liable for the weekly rent (for each and every week or part week) until you are able to find another tenant that is acceptable to Homes for Students and we are able to re-let the room. The replacement tenant must be over the age of 18 and a have the necessary student status (it is your responsibility to find another tenant and provide them with the correction information). If you find a suitable replacement tenant and the room is re-let we will refund your deposit, less any appropriate charges, as well as a deduction of £50 for the variation of the contract.

 

If you turn 18 in the first semester of university, we can accept your booking at properties where there is 24/7 security available and have an adult over the age of 18 must be a co-signatory on your tenancy agreement and must accept the terms of it.

We can accept under 18s in some of our properties subject to our Policy for Students under the Age of 18.

When applying for a room you will be asked a series of questions to determine the type of room/flat that you require, along with any special requests you may have. Please note that special requests cannot be guaranteed except where you have disability as defined and covered under the Equality Act 2010. We will attempt to meet your allocation needs as far as practicably possible, should you have a defined disability.

If you have a disability, medical condition or special request that affects your accommodation requirement please inform us in the additional notes section when completing your application, either online or by paper form.

You are encouraged to disclose any special requests for your stay such as your preferences regarding culture, religion, sex, gender, etc. to enable us to make an informed decision about your room allocation. Where appropriate, an applicant may be prioritised through the allocation categories as a result of disclosing a disability to us.

If you have a UK guarantor you can pay rent in three installments, and we ask for the initial payment 3 weeks before checking in.

If you do not have a UK guarantor you will be required to pay your rent in full, 6 weeks before the date your tenancy commences.

Please note you must have paid the rent due by the time you arrive to check in.

Other instalment options may be available.

Your rent can be paid in a number of ways:

• Online via by logging into your student account


• At the property reception desk


• By telephone to the property team


• By bank transfer (please ensure you use your name and student ID as the payment reference). International bank transfers may incur a charge from your own bank, so please make sure you account for this amount.

We always recommend making your rent payments through your account page in our web portal.

You may also make payment by bank transfer. Please contact your property team directly or request bank details here.

Please note, you will never be asked to make a payment to any other bank account for any reason.

We do not accept cash payments for any reason. 

If you are ever asked to make a payment into a different bank account, or if you are ever asked to pay cash to anyone for any reason, DO NOT make any payment, and contact us.

 

 

If you have a valid UK Guarantor, you can choose to pay your rent in three instalments, which are due in September, January and April.

If you don’t have a valid UK Guarantor, you are required to pay the full rent before the 1st of August.

Please note you must have paid the rent due by the time you arrive to check in.

Other instalment options may be available.

If you have a valid UK Guarantor, you can choose to pay your rent in three instalments, which are due in September, January and April.

If you don’t have a valid UK Guarantor, you are required to pay the full rent in August, 1 month prior to your contract start date.

Please note you must have paid the rent due by the time you arrive to check in.

Other instalment options may be available.

All utility bills such as gas, electricity, water are included in your rent. Unlimited Wi-fi* is also included. Your TV licence is not included in your rent as this is not classed as a utility and is your responsibility to purchase.

All of our properties offer a Wi-fi connection at the stated level** included within the rent and there is no additional charge for use of the on-site internet. Some providers may offer more services and packages at an additional charge which you are under no obligation to use. If you choose to add additional features to your internet package, that relationship is with you and the service provider directly and does not fall under the terms of your tenancy.

For information on the speed of your internet connection, please ask your Property Team for more information.

*a one off connection fee may apply dependent on property. Please see your property page and your tenancy agreement for more information.

** the internet speed is the maximum stated speed available into the property.

All rent that is due must be paid before check in. if you are having difficulties, please contact the property team prior move in to enable them to assist you.

If you are unable to provide your own UK Guarantor, we recommend the service of Housing Hand you can find further information, prices and how to apply on their website.

We do not accept YourGuarantor.com.

To be a guarantor you must:

• Be resident in the UK for a minimum of 1 year


• Be over 21 years of age


• Be a homeowner or in full time employment


• Provide a copy of photographic identification, such as a passport, driving licence or ID badge


• Provide a copy of proof of your UK address which must be less than 3 months old, such as a utility bill (e.g. electricity, water, gas, telephone), a bank statement or a Council Tax bill.

You can pay your rent either online by logging in to your student account, by bank transfer or by credit or debit card over the phone.

If you wish to pay your rent in instalments, you will need a UK guarantor.

You can defer your rent instalments to be in line with your student loan payments if you wish. All requests for deferred payments must be made by 1st August in each academic year to the property team.

You will be required to provide evidence of your student loan schedule to the property team in order for the payment plan to be set up.

You will be required to pay two weeks rent 14 days prior to your contract start date, which will be deducted from the balance of your first instalment on the agreed date.

A one off admin fee of £50 will be charge and payable with the initial 2 week rent payment and this £50 admin fee will not be deducted from the balance of rent due.

Please note deferring your rent must be pre-arranged and agreed with the property manager prior to your move in date. If no arrangement has been made, rent is due as per your tenancy agreement.

We may be able to accept sponsors in place of guarantors in some cases, however this depends on the terms of your sponsorship and whether your sponsor is willing to guarantee rent payments. If you are a sponsored student, please contact your chosen property directly to enquire about using a sponsor in place of guarantor.

Weekly rent payments are not available, however Urban Student Life offers a number of instalment options for students to pay their rent.

All discounts offered will be deducted off your final instalment of rent.

Yes you can order a package to be waiting for you upon arrival on our starter kit ordering portal.

When you come to pick up your keys you need to bring some photographic ID. To find out what else you may need to bring check out our ‘what to take to university’ page.

Some properties have car parking facilities available for a small charge, please speak to your property team directly if you would like to reserve car parking.

It is known that people or businesses make bookings of rooms in high demand properties and cities to sell to individuals later, or pay others to make bookings to be resold later. While we do everything we can to stop this fraudulent activity, including requiring ID and university evidence, it is not possible to stop it completely. The individuals and groups conducting this fraudulent activity claim to have legitimate reasons to want to sell their rooms, but subsequently charge high additional fees to the genuine student who wants to room.

Students should NOT book rooms from private individuals claiming to have special offers or exclusivity of rooms. Urban Student Life manage enquiries, bookings, and organise tenancy takeovers directly. It is highly unlikely a room that becomes unwanted by an individual will be re-let to a student who is introduced to us by that person.

If in any doubt as to the legitimacy of a room offer, special promotion, or to verify if an individual or business advertising rooms to let is legitimate, you should NOT make any payment to them, and contact Urban Student Life at: salesenquiries@urbanstudentlife.com.

Rooms will NEVER be sold by Urban Student Life with any ‘application fees’, ‘service fees’, ‘admin fees’, ‘takeover fees’, ‘handling fees’, or any other additional fees that are not detailed on our website. Any individual or business stating this is required is acting fraudulently. Please report this activity to us at: salesenquiries@urbanstudentlife.com and do not make any payment to them.

Tenants who have entered a legally binding contract will remain liable for the rent for the whole length of the contracted tenancy until another tenant that is acceptable to the landlord is found and the room is able to be re-let.

郑重声明：

众所周知，一些个人和公司会在热门公寓和城市预定一些房间然后高价转租给真正有需要的人。我们正在尽一切努力去阻止这种恶意炒房的欺诈行为，这包括了要求租房人提供有效的身份证件以及大学的证明，但还是不能完全杜绝这种欺诈行为。 那些具有炒房行为的个人和机构会声称自己有正当理由转租他们的房间， 然后高价转租给真正有需求的学生。

学生们不要轻易相信私人机构或个人所谓的独家优惠以及独家房源，不要高价承租他们的房间。 Urban Student Life直接管理着咨询，预定以及转租流程。我们不会将房间直接转租给那些个人（黄牛）介绍给我们的学生。

如果你对任何优惠活动，订单有疑问，或是需要验证是否那些机构或个人转租房间的合法性，请直接联系我们：salesenquiries@urbanstudentlife.com. 并且不要向他们支付任何费用。

Urban Student Life 不会向学生收取任何服务费， 申请费，转租费等附加费用， 任何有这些收取附加费用的个人或公司属于欺诈行为。发现此行为请直接与我们联系：salesenquiries@urbanstudentlife.com并且不要向他们支付任何费用

签订了合同的租户将有责任承担租期内的全部租金直到找到合法的承租人并完成转租。

You can book a viewing using our online viewing tool or by contacting the sales team on +44 (0) 333 344 2829 or salesenquiries@urbanstudentlife.com.

Please use the link on the viewing confirmation email or contact the sales team on +44 (0) 0333 344 6371 or salesenquiries@urbanstudentlife.com.

Yes, you can book rooms online using the 'book now' option, which only takes around five minutes.

A viewing usually takes around 15 to 20 minutes, however you can spend as long as you wish viewing the property.

The property team will guide you around the building and show you the social areas, outdoor spaces and on-site facilities as well as the rooms you would like to see (dependent upon availability). Please be aware that some rooms and apartments that you view may be occupied by our current residents.

We offer a Online viewings for those who cannot view in person. Just click 'Arrange a Viewing' and from there you can choose the Online option and organise a time and date that suits you. A member of the team will skype call you at your arranged time.

Make sure you contact the Student Finance company on 0300 100 0607 for more information on what you are eligible for.

Urban Student Life use two internet providers, Ask4 or Glide.

To contact Glide either call them 0333 123 0115 or email them at support@studentcom.co.uk

To contact Ask4 either call them on 0114 303 3232 or email them on support@ask4.com

For help and advice on dealing with stress and your own mental health, please visit the Student Minds website. Here you will have access to many resources including short videos, podcasts and guides that you can use at home.  ​Student Minds is the UK’s leading student mental health charity and Homes for Students is proud to be their charity partner.

If you are distressed and in need of urgent support, please call the Samaritans for free on 116 123. There is always someone to talk to any time, day or night.

To contact the emergency services (Fire Service, Police, Ambulance and Coast Guard) dial 999

For non-emergency police assistance call 101

When should I use 101?

You should call 101 to report crime and other concerns that do not require an emergency response. For example:

• Your car has been stolen


• Your property has been damaged


• You suspect drug use or dealing in your neighbourhood


• Give the police information about crime in your area


• Speak to the police about a general enquiry

You should always call 999 when it is an emergency, such as when a crime is in progress, someone suspected of a crime is nearby, when there is danger to life or when violence is being used or threatened.

To contact the NHS for non-emergency medical advice and assistance, dial 111

When should use 111?

You should use the NHS 111 service if you urgently need medical help or advice but it's not a life-threatening situation.

Call 111 if:

• you need medical help fast but it's not a 999 emergency


• you think you need to go to A&E or need another NHS urgent care service


• you don't know who to call or you don't have a GP to calld


• you need health information or reassurance about what to do next

For less urgent health needs, contact your GP or local pharmacist in the usual way. If a health professional has given you a specific phone number to call when you're concerned about your condition, continue to use that number. For immediate life-threatening emergencies, continue to call 999.

Deposits vary by property and your deposit is placed into a deposit protection scheme, where it is held safely throughout the academic year and will be returned to you at the end of your contract subject to the contract terms.

The deposit you pay when making the application cannot be used towards a rent instalment as this is secured with a deposit protection scheme for the duration of your tenancy.

Your deposit is placed into a deposit protection scheme, where it is held safely throughout the academic year and will be returned to you at the end of your contract subject to the contract terms.

Your deposit will be returned to you after your tenancy agreement has ended and your room has been inspected. The amount returned to you will depend on any outstanding charges and any damage found in your room or the communal areas of your apartment. Please see your tenancy agreement for more information. The deposit can take up to 30 working days to be credited at the end of your tenancy period.

All deposits are secured with a deposit protection scheme, such as the Tenancy Deposit Scheme or Safe Deposits Scotland. You will be contacted by the deposit protection scheme and asked to authorise the refund and submit your bank details to them. For this you will require your deposit repayment ID, which will have been sent to you via email at the time of registering your deposit.

Please be aware, the deposit refund process is managed by the deposit protection scheme and is not able to be influenced by Universal Student Living. Should you have any queries regarding your deposit repayment ID, you should contact the deposit protection scheme directly: Tenancy Deposit Scheme or Safe Deposits Scotland.

Please note if you ask for your deposit to be repaid to a non-UK bank account, bank charges will apply. Please see deposit protection scheme FAQs:

• Tenancy Deposit Scheme (England and Wales)


• Safe Deposits Scotland (Scotland)

You must be a full-time student to live with us. You can book with us whether you have a conditional or unconditional offer. However, please be aware of our cancellation policy prior to booking should your place at university not yet be confirmed.

You must be a full-time student to live with us. You can book with us whether you have a conditional or unconditional offer. However, please be aware of our cancellation policy prior to booking should your place at university not yet be confirmed.

Room cleaning services are available at some properties for an additional charge, unless stated as being included with the rent.

No pets of any kind are permitted at Urban Student Life, except registered assistance dogs.

You can bring most of your belongings but some electricals aren't suitable for our properties. Non UK compliant electricals such as rice cookers are not suitable for use with UK power outlets and this can cause fire risks.

If you are applying to live with friends, please ensure that you follow our ‘create application’ link online, list the friends that you would like to live with and we will then contact them and make the arrangements for you!

If you follow the ‘book now’ process you can select the room of your choice or you can make special requests within the ‘create application’ route which we will do our best to accommodate, however all requests and subject to availability and conditions.

You would need to make a formal request to the accommodation team of the property you are residing in. If you request to move rooms during your tenancy you will also be issued with new documents confirming the details of the room move which you will need to sign or accept online.

Should your new room be more expensive, then you and your Guarantor shall be liable for the higher rent from the date you are given access to it.

Yes, our summer bookings usually open around March. Keep a look out for pricing and information or contact the property team.

Your room is yours for the full contract period and you don’t need to move out during academic breaks.

If you wish to arrive earlier than your contract start date, you need to email or call the sales team on +44 (0) 333 344 2829 or salesenquiries@urbanstudentlife.com. If early arrival is possible your contract will be adjusted and you will need to accept it then pay the additional charges prior to arrival. Please note, not all requests can be accommodated.

Contents insurance is included at some Homes for Students properties, which will be shown on the property page and details of the insurance can be obtained from the property manager when you check in. If you wish to confirm whether the property offers contents insurance, please contact the property team directly. Please note we advise taking out contents insurance if it is not included at your property and Homes for Students is not liable for the loss or damage of your personal belongings and room contents.

If you are a qualifying full time student, you will be exempt from paying Council Tax. You must provide us with your council tax exemption certificate which your university will be able to arrange.

If you do not have this when you move in because you have not yet enrolled on your course, please ensure that you bring with you the name of your university and your university student ID number.

Recycling is one of the best ways for you to have a positive impact on the world in which we live. Recycling is important to both the natural environment and us. We must act fast as the amount of waste we create is increasing all the time.

Homes for Students want to do our bit to protect the world, and we’re sure you want to do your bit too, so to make being eco-friendly easy for you we’ve provided recycling and refuse bins throughout your accommodation and we encourage all students to use the facilities provided to recycle waste where possible.

You should make sure that you empty packages completely and give them a quick rinse before you recycle them. Below you can find examples of what you can recycle and what goes in the different bins.

Be aware that if you put things in the wrong bin, it will contaminate the whole waste load which means that we cannot send that waste to be recycled. So, please take an extra couple of seconds to put things in the correct bin so we can help divert as much waste from going to landfill as possible.

Almost anything made of glass can be recycled, so make sure you put items like glass bottles and jars in the right bin and do not recycle broken glass or light bulbs. Anything that does not feature a recycling label must be put in the refuse bin. Other items that are not recyclable include: batteries, electrical appliances, kitchen waste, polystyrene, foam and sanitary products.

What can be recycled?

• Plastics


• Plastic cups and lids


• Milk bottles


• Takeaway containers


• Plastic bottles such as water, shampoo or sauce bottles


• Cardboard and Paper


• Newspapers and magazines


• Food cartons


• Emptied pizza boxes


• Envelopes or loose office paper


• Aluminium and Steel


• Drinks cans


• Empty aerosol cans


• Food cans


• Lids from glass bottles and jars

Thank you for being responsible residents and for helping the world!

On-site car parking is available at some properties, but is not included within the rental price unless explicitly stated and confirmed in writing. Payments for car parking permits are separate to your tenancy agreement. Please speak to the property team if you wish to purchase a car parking space. Car parking spaces are very limited and are strictly on a first-come first-served basis.

• Stage 1 - Where possible please make your complaint in person at reception or by telephone. Our staff on-site will attempt to investigate and deal with the matter immediately. If you are unhappy with the solutions or explanations given you can escalate your complaint to Stage 2 by letter or email to site within 10 working days.


• Stage 2 - Your complaint must be in writing. Our staff will pass your communication to a senior member of staff within Homes for Students, who will investigate further and provide a written response within 10 working days where possible. You must state why you think your complaint has not been treated fairly or correctly.


• Stage 3 - Your complaint must be in writing. In the event that you still feel your complaint has not been treated fairly or correctly you can write to the Complaints Panel within Homes for Students at: Operations Director, Homes for Students, The Clock Tower, Longmoor Lane, Fazakerley, Liverpool, L10 1LD. The Panel will normally notify you of their decision within 10 working days. You must state why you think your complaint has not been treated fairly or correctly to this point.


• Stage 4 - Homes for Students is a member of the Accreditation Network UK (ANUK).

If, after giving Homes for Students a chance to respond to your complaint you are still not satisfied, you can ask for an independent decision from ANUK.

• Stage 5 - STUDENTS WITHIN SCOTLAND can apply to the First-tier Tribunal for Scotland (Housing & Property Chamber) if we have breached the Scottish Letting Agent Code of Practice and you remain dissatisfied once the above stages have been exhausted, or if we do not process your complaint within a reasonable timescale.

You can contact the Housing & Property Chamber at: -
Glasgow Tribunals Centre
20 York Street
Glasgow
G2 8GT
0141 3025900
website

Please note: Complaints about both 2019-20 or 2020-21 tenancy agreements relating to the Covid-19 outbreak are excluded from this complaints process.

All terms of the tenancy agreements remain applicable unless notified otherwise in writing by Homes for Students. All notifications are final and there is no appeal or escalation process for such complaints.