Opera House, London

Stage 1 - Where possible please make your complaint in person at reception or by telephone. Their 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. Their staff will pass your communication to a senior member of staff within the property, 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 property at: Head of Operations ,the property, Building 3, Clock Tower Park, 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 - Prestige Student Living is a member of the Accreditation Network UK (ANUK).

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

They 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.

If youre still waiting for your exam results and youre not sure whether your place at university is confirmed, dont worry, you can still apply. If you are a prospective first year student and your offer of a place at your preferred University or Higher Education Institute is withdrawn because you do not achieve the required entry grades, you may be eligible to be released from your agreement. You must provide written evidence from the University/UCAS that you do not have a place within 3 days of your results being published (and no later than 1st September, whichever date is sooner) and  they  will release you from your contract without penalty and refund your deposit. You may also be eligible to be released from this agreement if you are a prospective first year student and you choose to go to a different University because you have exceeded your expected grades. To apply to be released from your agreement, 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. If you fail to provide the information within 3 days, your deposit will not be refunded and you may be held rent liable.

Their full termination policy is within your online account. They will only accept cancellation of an accepted room offer if you cancel your application up to 14 days after the date your booking is confirmed. From 1st August this period reduces to 7 days. As confirmed in your agreement,  they  will refund the full security deposit. Please note, 20 will be deducted from the refunded amount to cover international bank charges for deposit refunds made to non-UK banks under these circumstances. If you cancel your booking after those 14 days, you remain liable for the weekly rent (for each and every week or part week) until  they  are able to re-let the room. If  they  are able to re-let the room  they  will release you from the agreement upon payment of a 250 release fee which  they  will recover by retaining your deposit (which will not, therefore, be returned).

If youre still waiting for your exam results and youre not sure whether your place at university is confirmed, dont worry, you can still apply. If you are a prospective first year student and your offer of a place at your preferred University or Higher Education Institute is withdrawn because you do not achieve the required entry grades, you may be eligible to be released from your agreement. You must provide written evidence from the University/UCAS that you do not have a place within 3 days of your results being published (and no later than 1st September, whichever date is sooner) and  they  will release you from your contract without penalty and refund your deposit. You may also be eligible to be released from this agreement if you are a prospective first year student and you choose to go to a different University because you have exceeded your expected grades. To apply to be released from your agreement, 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. If you fail to provide the information within 3 days, your deposit will not be refunded and you may be held rent liable.

If you turn 18 in the first semester of university, they can accept your booking with no restrictions other than an adult over the age of 18 must be a co-signatory on your tenancy agreement and must accept the terms of it.

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   their  what to take to university page.