City Heights, Cardiff

Is there an age limit for booking?

We only accept bookings if you are over 18, with the exception of properties in Scotland where you must be 16 or over. This is due to the legally binding tenancy agreement that every tenant is required to sign. We also can only accept people in full time education.

Do you provide female only accommodation?

We do provide female only accommodation in some of our schemes but it is not guaranteed that this will be possible. Please speak to the site team to find out more information.

Can I choose who I live with?

We are more than happy to accommodate groups as well as individuals. Where youre not booking in a group, we understand your flat mates will be key to your experience so when you book as an individual, we will ask you a series of questions to help us to match you with the perfect flatmates.

Am I allowed to have guests?

Yes. It is your home so you are allowed to have guests visiting you.

Is there always a member of staff available?

Our standard office hours are between 10am 5pm. Out-of-office hours are also supported by emergency contacts.

Are there social events organised for the residents?

Absolutely! We want our community to suit you, so we wont force you to come to our events but you are always welcome. If you have your own suggestions for us even better!

Can I bring my own electrical equipment for cooking, i.e. rice cooker?

No we do not advise you to bring your own electrical cooking equipment for health and safety reasons.

Who cleans the room and the communal area?

The students are responsible for their own rooms and communal kitchen within the flat. All other rooms and communal areas are cleaned by the site cleaner.

Can I smoke in the accommodation?

Smoking is not allowed within the accommodation, however there is a designated smoking area outside the building.

What happens if I dont get on with my new flatmates? Can I swap rooms?

If you are having any issues please contact the Accommodation team in the first instance, we will do all we can to help. In exceptional circumstances it may be possible to move you; however we would look to resolve any issues with you all.

What if something in my flat breaks or isnt working?

Drop us an email or pop into the office to let us know, our on-site Maintenance team will be able to deal with most things.

Can I have pets?

No pets are permitted under the term of the tenancy agreement.

Can I have my groceries delivered to site?

Yes. Groceries can be delivered to the reception area, but you are to ensure that you are available to take receipt of the delivery. Delivery drivers are not to be given access to the flats.

Do I have WiFi?

Yes, WiFi is included in your rent. Youll also have a broadband connection in your room on your desk.

Why do I need a Guarantor?

All students who wish to pay their rent by using an instalment plan are required to provide a qualified UK Guarantor. This provides us with the security and knowledge that the rent will be paid in full if you were to default on payment.

What does being a Guarantor mean?

By agreeing to be a Guarantor you are signing a legal document stating that you agree to pay the rent and guarantee the behaviour of the resident if they default. Please do not sign this agreement if you do not wish to take on this responsibility.

I am an International Student and do not have a UK Guarantor

Housing Hand specialises in working with international students and will be able to act as your UK Guarantor. For any further queries you can contact Housing Hand directly: www.housinghand.co.uk Tel: 0207 205 2625 Email: team@housinghand.co.uk

What is Housing Hand?

Housing hand provide an international guarantor service for students who do not have a suitable or qualified UK guarantor.

How do I apply for The Housing Hand Guarantor Service?

All you need to do is fill in an application form online at Housing Hand; if eligible for the service you will be given a free quote within minutes and a Guarantor Certificate that you can use today to secure your accommodation with us. You can apply for the guarantor service online at www.housinghand.co.uk

How much does the service cost with Housing Hand?

Housing Hand charges a one off fee that you will either pay up front at the start of your tenancy or monthly (if on a 12 month contract).

For students the fee will be between 60-95% of your monthly rent with the minimum price starting at 295 for 12 months cover. The exact cost depends on your personal details and several factors including the amount of your rent, you will be given a no obligation quote for the cost of the service on application.

I have booked a room but failed to obtain a visa, can I cancel my booking?

Yes you are entitled to cancel your booking but we will need you to provide proof for this.

Whats provided in the bedroom? Do I need to bring my own bedding?

Facilities and features can vary; typically you are provided with a bed, a study with a desk and a chair, bookshelves, wardrobe and plenty of storage. Bedding is not provided with each room as most of our students prefer to bring their own, however you can order bedding and kitchen utensils from our friends UniKitOut to be delivered to your room prior to your move in.

Can I move in before my contract starts?

It is possible but it depends on each scheme. We would advise you to check with the accommodation team before you make any arrangements.

Can I stay over the summer?

Most of our sites offer summer stays. Please check with the accommodation team for further information.

What documents do I need to check in?

You will need to bring a method of Identification with you to the accommodation, either a Driving License or Passport, a letter of confirmation from the University. We also need a passport photograph.

What time can I arrive?

This depends on the scheme you will be living in. Please contact the accommodation team via the online contact form or email the site directly.

Is there somewhere to park when we are unpacking?

If you are travelling via car on move in day we will inform you in advance whether theres a drop off bay on site for you to off load any suitcases or belongings, or we will send you the location of the nearest car park. Its important to book your move in slot with us in advance so that we can make sure these resources are available to you on the day.

I will be arriving out of hours on move in day, is this okay?

We understand that sometimes students will need to arrive outside of arrival hours. We ask for you to contact your Accommodation Team at the earliest possible opportunity to ensure that we can provide all the necessary information and ensure that we have got everything ready for your arrival. For example we need to ensure that we have received all relevant documentation, the booking fee and first instalment before we can move anybody in.

Who will I meet on move in day?

It might not be a manager who will be there for the check-in however the Accommodation Team will always aim to introduce themselves at the earliest opportunity so you know who they are.

Can I move out early?

Yes but you will still have to pay rent for the full length of your agreed tenancy, even if you no longer live at your accommodation.

How to report maintenance?

In the event that something is broken or doesnt work in any part of the accommodation, the student needs to report the issues to the accommodation office who will escalate it accordingly. We have maintenance wizards that work full or part time on site depending on the property. They are there for the hour of need replacing light bulbs, blown fuses, blocked showers etc. We do also work with local contractors for isolated issues. You will always be given at least 24 hours notice if a maintenance operative or contractor needs to access their room. We always offer for the maintenance operative/contractor to be escorted for the jobs entirety if necessary.

Can students have post and parcels delivered?

We are proud to offer a postal service during office hours within our schemes. We always communicate the postal process to our students when they move in, however we will always make every effort to ensure that your daughter/son gets their mail safely. We always asks for students to inform the staff if they are expecting a recorded or special delivery for the site team to ensure that someone is available for the delivery. We also always ask for the student to bring some ID for when they come to collect the parcel. We recognise that the students cant always come down themselves; we are flexible with friends picking up parcels however the student needs to contact the accommodation team to let them know in advance.

We cannot be liable for any direct, indirect or consequential loss arising from accepting mail on students behalf. Although we will make every effort to ensure the students get their mail safely, we will not be responsible if recipients fail to collect their deliveries, packages are stolen or damaged due to circumstances beyond the control of the accommodation team. We also are not responsible for packages that arrive outside office opening hours or when the accommodation team are out of the office. If the students dont collect their mail within 4 weeks it will be returned to the sender.

Paying rent

When making a booking, we will ask our students to pay a 250 non-refundable booking fee (with an exception of a 400 booking fee for The Sidings and a 350 for Gallery Apartments). This is to secure the booking of their room and ensure it is held for them. Once the tenancy commences, this booking fee becomes a refundable deposit. It is held in the Tenancy Deposit Scheme, an independent deposit holder. This will be refunded to the student in full at the end of their tenancy if there are no outstanding arrears or damage to their room and/or communal areas. For more information on cancellation or payment please visit the Payment Methods section.

How do you allocate rooms?

We take booking preferences very seriously and take great pride in being able to accommodate these in most cases. There is a preference box on the booking form which allows the student to put any preferences they might have, for example friends they wish to live with, location of room within the building, same sex cluster flats. We always do our best to accommodate these preferences, if for whatever reason we cant fulfil them we will always try to achieve one or two and notify the student if they arent possible.

Do I need to have a UK-based guarantor?

You only need to provide a UK-based guarantor if you wish to pay your rent in three instalments. You do not need to provide a guarantor if youre paying the full annual rent in advance.

What is a guarantor?

A guarantor is a person aged 18 or above who accepts joint financial responsibility for the tenancy and is liable to pay the rent if for any reason the student is unable to maintain payment of the rents as they fall due.

The landlord has the right to pursue the guarantor for recovery of outstanding monies therefore, it is important that any guarantor understands their obligations

How many instalments can rent be paid?

Rent can be paid in three instalments; typically these are around the same time student loans are paid out.

How can I make a payment?

You can pay via Recurring Card, Direct Debit or via Bank Transfer. Cash and Cheques will not be accepted and will be turned away if presented at site.

Recurring Card payments can be selected at the time of booking and Direct Debit can be selected by the online portal. If an alternative method of payment is required, such as a bank transfer, or you wish to change your payment method, please contact the Accommodation Team directly for details.

Are there any additional bills to pay?

There are no additional bills to pay. Our weekly rents include all costs utilities, WiFi, and access to all of our communal areas including Management Office, Private Dining areas etc.

Do I have to pay council tax?

Students do not have to pay Council Tax, but the council must be informed that you are a student and apply for exemption as this does not automatically happen. It is the responsibility of every student to apply for exemption, your University/College or accommodation provider* cannot do this for you, though we can help you!

*With the exception of Edinburgh College Residences.

How secure is the accommodation?

We want you to feel safe and secure at all times. We understand how important safety and security is to students when it comes to choosing a place to live. Thats why weve taken every effort to ensure that we provide the best services so that our students can thoroughly enjoy living with us. We have 24 Hour CCTV Cameras installed in all of our buildings, internally and externally. Secure Key Fob Door Entry & Bedroom Door Locks. There are also locks on all private bedrooms and out-of-hour security is there to support the community if you have any security concerns, ensuring your security and safety.

Fire Safety

All of the properties have been specifically designed to be used by students. These properties have benefited from significant changes in fire safety, building regulations and coherent fire and management strategies. We have extensive fire safety systems in place in all the buildings. We are also audited by our own internal team, as well as external consultants, on a regular basis to validate, and if necessary update, our extensive fire safety systems, policies and procedures.