Their online booking system will show the gender of those who have already booked a room in your chosen flat, if this information is available. If you want to make a group booking with people you already know, their group booking procedure will help you do this.

Yes, it's your home so you can have guests staying over occasionally. All overnight guests should only stay in your own room and for no more than 3 nights within a 7 day period. they would ask you to respect your fellow residents and let your flatmates know as well as sign in your guest at reception.  You are responsible for the behaviour of any guests you bring to your site. Due to COVID-19, they may need to make changes to their guest policy in accordance with Government guidance.

Yes. If you’d like to share with friends, you can find and select rooms in the same flat on their booking portal. Alternatively, please speak to a member of the site team and they will be happy to help you.

They offer free dual occupancy across a limited number of their studios where both residents are students. You'll see the dual occupancy symbol next to the room number if it is available when you select the room via the floorplan. We'll ask for your partner's details during the booking stages. Both you and your partner must sign their tenancy agreement and have student status for the duration of the booking. If your partner is not a full time student as well then unfortunately they cannot live with us.

Yes, please make sure your accommodation is clean to avoid any cleaning charges. You can find a checklist  of things to take care of here. For their London residents, if you wish to save time you can use the Pinglocker app to arrange a room clean at an additional cost.

Yes, the vast majority of their sites have a laundry room where you can wash and dry your clothes. These are operated by an independent provider, Circuit Laundry or Miele. You will need to pay to use the machines via a top-up card or their mobile app. For their London residents, Pinglocker provides convenient collection & delivery service for dry cleaning and laundry at an additional cost. You can book these services through Student Sevices on the app – or you can visit PingLocker’s website.

Complaints can be made directly through the App or by sending an email to the site team or where the appropriate member of Property will seek to find a resolution. They try to resolve any complaints internally, but understand there may be times when this is not possible. 

If  you have entered into the Tenancy Agreement and you wish to cancel your  booking, you will remain liable for the contractual obligations set out  in the Tenancy Agreement and you may not cancel the booking unless you  can provide proof that you fit any of the following criteria and have  not yet collected your key, and provide the evidence required within the  timescales as detailed below: Where the reason for cancellation can’t be proved with supporting  evidence attached to the cancellation request in line with the above,  the student will remain liable for the full contractual rent, unless and  until a replacement tenant is found. The student is responsible for  finding an eligible replacement tenant, although site staff will assist  where possible.   If a replacement tenant is found, once the new replacement tenant has signed their Tenancy Agreement and paid any rent due, the student will  be released from the contractual obligations laid out in the Tenancy Agreement. Any overpaid rent money will be refunded, less an amount  equal to your Booking Fee (if you have paid a Booking Fee), as a  cancellation fee. Where the reason for cancellation can’t be proved with supporting evidence attached to the cancellation request in line with the above, the student will remain liable for the full contractual rent, unless and until a replacement tenant is found. The student is responsible for finding an eligible replacement tenant, although site staff will assist where possible. If a replacement tenant is found, once the new replacement tenant has signed their Tenancy Agreement and paid any rent due, the student will be released from the contractual obligations laid out in the Tenancy Agreement. Any overpaid rent money will be refunded, less an amount equal to your Booking Fee (if you have paid a Booking Fee), as a cancellation fee.

• You notify them of your intention to cancel your booking prior to 1  August or, if your Tenancy Start Date (as defined in your Tenancy  Agreement) is in any month other than September, 28 days before your  Tenancy Start Date,
• You notify them of your intention to cancel within 7 days of payment  of your Booking Fee (if you have paid a Booking Fee) and you have not  collected your keys.
• Your UK Visa application has been denied.
• You have not obtained the required qualifications to get into your first University of choice
• You are deferring your university entry.

If you would like to hear from them by email, telephone or SMS please let them know by contacting Email with your preferred contact details.

Sites are home to an international community of students, often studying at a variety of different institutions, and it’s this diversity which can make living with them such a rewarding experience. They organise regular social events where you can get to know your fellow residents. You will find posters on site telling you what’s coming up soon – or just ask at Reception.

The safety and security of their residents is their number one priority. All of our sites are fully compliant with current safety standards. Their accommodation has fire alarm systems in place as well as fire prevention equipment, and they carry out regular testing and evacuation drills. Their buildings are also regularly audited by external, independent consultants. Property has a full-time, highly qualified, Health and Safety team who visit sites regularly. they also use accredited national providers to service and maintain life safety systems. Additionally, all sites have staff present 24 hours a day, seven days a week. they are continually reviewing their programme of security, fire and safety standards. If you would like further information about our ongoing fire safety programme please read our fire safety update.

Yes, all their sites are equipped with WiFi, accessible throughout the building at no extra charge. This service is provided by their internet partners, ASK4. If you have any issues with connecting, you can find their contact details in the welcome pack you will receive on arrival.

If you find yourself in financial difficulties, you should speak to your site team as soon possible. Likewise, if the dates your rent instalments are due do not align with the dates you receive your student loan, please let them know and they will try to come to a solution. All residents are required to register a guarantor, who will be ultimately responsible for your rent if you do not make payment. The guarantor will need to provide identification and sign a Guarantor’s Agreement, confirming they agree to act as your guarantor.

Your rent is taken as four instalments spread out throughout the year to make the payments more manageable for you. Click below to find out more about their instalment structure.

Yes you can make a bank transfer via our partner Convera. However, from time to time payments originating from certain countries can be subject to restrictions. For further information you can log into your property account and see what payment options are available to you when you ask for a quote from our partner Convera.

If you need to leave property, you’ll need to find another student to take over your tenancy for the remainder of your contract.
A tenancy takeover is only possible for contracts that are over 16 weeks, past the first month, and before the last two months of the contract end date. Before you can start setting up a replacement, you’ve got to pay any remaining rent you owe. A cancellation fee will be charged, equal to your booking fee or one weeks’ rent. Other charges may be added.
Once you find a replacement, they’ll need some details before they can set up a contract. Until the new tenant completes their booking, makes payment and collects their keys, you’ll still be liable.