Our  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, our 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  our 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 our booking portal. Alternatively, please speak to a  member of the site team and they will be happy to help you.

Yes, they can often arrange this. Please contact your property site directly  to see if they have availability or alternatively login to the resident  portal to see it is possible to book your room for an early move in.

No, all accommodation is non-smoking. You may smoke outside in designated  smoking areas. Please do not smoke anywhere near other residents’  windows, as the unwelcome smell of smoke can drift into their rooms.

Yes, they can arrange temporary storage for possessions you don’t want to  take home with you. Just ask your Reception team for details.  Alternatively, you can use the Pinglocker app for storage and relocation  services they provide nationwide.

No. So please don’t try. If you do find yourself needing to move out for  any reason, your site team can advise you on making arrangements to find  a replacement tenant.

It may be possible to swap or change your room once you have moved in,  subject to availability. A room change fee will apply. To find out if  it’s possible for you to change room, please speak to the accommodation  manager at your site.

No, it’s up to you when you come in. If returning late at night, please  respect your fellow residents and keep noise to a minimum between 11pm  and 7am.

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  our 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 our 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 our 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.

No, so please bring your own sheets, duvet, pillows, towels etc when you  move in – or you may prefer to buy them locally on arrival. Alternatively, you can order a bedding pack online from Pinglocker  (along with many other useful items), and it'll be ready and waiting for  you when you move in.

No, drugs are not permitted and prohibited items will be confiscated. The  tenancy agreement gives Property the right to confiscate substances,  including ‘legal highs’ without the consent of the resident.

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. Our complaints  procedure is detailed here.

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.

• You notify us 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 us 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.

Your post will be delivered to a lockable post box for your flat. Larger  items or those that require a signature on delivery will be retained by  Reception. You will be notified if Reception receive an item for you,  and you should collect it as soon as possible.

To qualify as a resident for Property you must confirm that you are a student at a higher education establishment in the UK.

Prices vary according to the site and type of accommodation you need – please  check the property page of your chosen site to see the current prices  and any offers which may be running. Rent is payable in instalments  throughout the year, and includes utility bills, contents insurance and  free WiFi. Access to most facilities on your site, including gyms and  cinemas where available, is included.

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 us 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.

Yes  – if you don’t get the grades you need to be accepted by your chosen  university then, subject to the booking terms and conditions, your  booking fee will be refunded in full. It may also be possible to  transfer your booking to another Property location, subject to availability. Call the site team at the Property location you originally  booked with as soon as possible if you need to do this.

The safety and security of our residents is our number one priority. All of  our sites are fully compliant with current safety standards. Our  accommodation has fire alarm systems in place as well as fire prevention  equipment, and they carry out regular testing and evacuation drills.  Our 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 our 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.

Sites don’t have restaurants or cafeterias, but most sites provide vending  machines where you can buy chocolate, crisps, drinks, ice cream and other snacks.

Yes, all our sites are equipped with WiFi, accessible throughout the  building at no extra charge. This service is provided by our 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.

Your  resident handbook contains a list of prohibited items. This includes  many items prohibited for fire safety reasons, such as candles, oil burners, gas appliances and fan heaters. Please see the full list below.  If you need further guidance on whether an item is permitted or not, please ask your site team before you move in. No weapons or drugs  (including ‘legal highs’) are permitted under any circumstances.

You can see what’s included in your room on the room details page for your  site. Among the things you will need, or may want, to bring are bedding,  towels, toiletries, toilet paper, basic kitchen equipment, hangers, and  a computer or laptop. They have compiled a checklist of things you may want to bring - or buy when you arrive.

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 us 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.