Question 1

Can i move in early?

Accepted Answer

Our standard tenancies have fixed dates and cannot be changed. However if you are looking to move in earlier it may be possible to book an additional short stay tenancy, this will involve signing another set of paperwork and you will be charged for any additional nights.

Question 2

What documents do i need to bring to the property when i move in?

Accepted Answer

Please bring an official form of ID with you e.g. passport or provisional/driving licence. If you have not already returned the original signed tenancy agreement you should also bring these with you.

Question 3

Haven’t paid rent yet, can i still move in?

Accepted Answer

It’s really important that your rent is paid on time. Your first instalment before moving in covers the first part of your tenancy.

Question 4

Can my family/friends stay for a few nights after dropping me off?

Accepted Answer

It is best to speak with the staff at the property to find out if this is ok. If it is only for an evening or two, that is usually fine.

Question 5

Where do i get my keys?

Accepted Answer

You can collect your keys from reception when you check in. Just come straight to the main reception with your photo ID and they will have the keys ready and waiting for you.

Question 6

I have been given a time slot but i might miss it?

Accepted Answer

That’s fine, you can arrive at any time that is best for you and we’ll get someone to come and let you in and get your keys for you.

Question 7

Can i have post delivered to site even though i am not there yet?

Accepted Answer

If you are having anything delivered before you arrive just make sure someone knows that it will be arriving there. You can notify the staff at the property of this so they can look after the parcels for you.

Question 8

How can i get directions to the property?

Accepted Answer

The easiest way to get directions would be to search the postcode on Google maps and find the directions on there.

Question 9

How can i get from the train station/airport to the property?

Accepted Answer

There may be many different transportation options but you can pre-book a cab-link to the property before your arrival.

Question 10

What time can i move in from?

Accepted Answer

You can move in any time from the start date of your tenancy onwards. If you are going to be arriving much later than the start of your tenancy, just let us know and we will arrange for someone to be there to greet you and make sure you get the keys for your new home.

Question 11

Can i smoke in my room?

Accepted Answer

There are usually outside areas for you to smoke with ashtrays provided.

Question 12

There is loud music playing above me, how do i make a complaint?

Accepted Answer

Speak to a member of staff at reception and they will ask a member of our Service and Safety Team to come to help you.

Question 13

My room is not like the website – i want to move. can i do this?

Accepted Answer

All our show flats, and the images on our website, are representative of a particular room type unless labelled otherwise – however they are not identical. Your room will have all the same features and fittings, just in a slightly different set up. If you are unhappy with your room, please speak to the reception team as there is often something we can do. Where there are other rooms available we will offer these as an alternative. To move room you will need to complete new tenancy paperwork, and there may be a small charge to cover the cost of making your original room ready for a new tenant.

Question 14

An emergency has happened back home and i need to cancel. can i do this?

Accepted Answer

In emergencies each cancellation request is looked at on a case-by-case basis and an early release is at the discretion of the manager.

Question 15

Some belongings of mine have been stolen, what should i do?

Accepted Answer

If something is stolen from inside your flat, or there has been a break-in, please contact the police and then inform the reception team. You will get a crime reference number from the police which may help you to recover the cost of the items, depending on your insurance cover. The police will usually contact us to obtain the CCTV footage from our Security and Safety Teams to assist them in any criminal matter.

Question 16

Can i get a mini-fridge for my room?

Accepted Answer

In most properties you can bring small appliances for use in your room, but you will be solely responsible for any risk associated with them.

Question 17

What is my internet speed? how do i upgrade?

Accepted Answer

In most of our properties your wireless connection speed will be 25Mb. There is the option of upgrading online to 32Mb. You can even choose to do this for a month at a time.

Question 18

What happens if i fail my exams during my stay? do i have to leave?

Accepted Answer

If you leave university during your stay with us you will still be liable for the rent as per the tenancy agreement. Please check the cancellation procedure accordingly.

Question 19

Can i park on site?

Accepted Answer

Car park is ther for students. There is a weekly cost for booking a car parking space, but you can choose to pay this in instalments.

Question 20

I have no hot water. what do i do?

Accepted Answer

You just need to raise a Maintenance Request Form via the My Account section. Once logged, the form will go directly to our maintenance team. Issues are rated on severity, so if it is a busy time please bear with us as it may take slightly longer for us to get to you than usual.

Question 21

Why are my windows restricted?

Accepted Answer

Your window may have a restricting device that limits how far it opens. It’s there for your safety so it’s important that you don’t disconnect or damage it, or let anyone else do so. If the window fittings do become damaged, you need to tell a member of the property team straight away. We check all the windows and their fittings regularly, to make sure they’re all safe and working properly. Depending on the floor you live on, it may be possible to derestrict your window upon request and with approval from the management of your property. Please speak to your reception team.

Question 22

Who’s the manager?

Accepted Answer

Each city has dedicated managers for all our properties; you should be able to find out your manager's name by speaking to the staff at reception. The manager may not always be in your building as they may manage several properties.

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