FAQs

FREQUENTLY ASKED QUESTIONS

Have a question about Homes for Students? Read our frequently asked questions below. If you have a question that isn’t answered please contact us or call +44 (0) 333 344 2829.

  • LIVING WITH USLIVING
    WITH US
  • PAYING YOUR RENTPAYING YOUR RENT
  • VIEWING A PROPERTYVIEWING A PROPERTY
  • BOOKING A ROOMBOOKING A
    ROOM
  • MOVING IN TO YOUR HOMEMOVING IN TO YOUR HOME
  • PAYING YOUR DEPOSITPAYING YOUR DEPOSIT
  • USEFUL CONTACTSUSEFUL CONTACTS

Can I live at a Homes for Students property?

You must be a full-time student to live with us. You can book with us whether you have a conditional or unconditional offer. However, please be aware of our cancellation policy prior to booking should your place at university not yet be confirmed.

Are pets allowed?

No pets of any kind are permitted at Homes for Students, except registered assistance dogs.

Can I choose who I live with?

If you are applying to live with friends, please ensure that you follow our ‘create application’ link online, list the friends that you would like to live with and we will then contact them and make the arrangements for you!

Can I choose my room?

If you follow the ‘book now’ process you can select the room of your choice or you can make special requests within the ‘create application’ route which we will do our best to accommodate, however all requests and subject to availability and conditions.

Can I request to move rooms during my tenancy?

You would need to make a formal request to the accommodation team of the property you are residing in. If you request to move rooms during your tenancy please note there is an admin fee of £50.00. You will also be issued with new documents confirming the details of the room move which you will need to sign or accept online.

Should your new room be more expensive, then you and your Guarantor shall be liable for the higher rent from the date you are given access to it.

Do you provide summer accommodation?

Yes, our summer bookings usually open around March. Keep a look out for pricing and information or contact the property team.

Do I have to move out in the holidays?

Your room is yours for the full contract period and you don’t need to move out during academic breaks.

Can I move in before my contract?

If you wish to arrive earlier than your contract start date, you need to email or call the sales team on +44 (0) 333 344 2829 or salesenquiries@wearehomesforstudents.com. If early arrival is possible your contract will be adjusted and you will need to accept it then pay the additional charges prior to arrival. Please note, not all requests can be accommodated.

Does my rental price include insurance?

Contents insurance is included at some Homes for Students properties, which will be shown on the property page and details of the insurance can be obtained from the property manager when you check in. If you wish to confirm whether the property offers contents insurance, please contact the property team directly. Please note we advise taking out contents insurance if it is not included at your property and Homes for Students is not liable for the loss or damage of your personal belongings and room contents.

Do I need to pay council tax?

If you are a qualifying full time student, you will be exempt from paying Council Tax. You must provide us with your council tax exemption certificate which your university will be able to arrange.

If you do not have this when you move in because you have not yet enrolled on your course, please ensure that you bring with you the name of your university and your university student ID number.

What is the process for dealing with complaints?

  • Stage 1 - Where possible please make your complaint in person at reception or by telephone. Our 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. Our staff will pass your communication to a senior member of staff within Homes for Students, 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 - In the event that you still feel your complaint has not been treated fairly or correctly you can request that your complaint is passed to the Complaint Panel within Homes for Students. The Panel will normally notify you of their decision within 10 working days.
  • Stage 4 - Homes for Students is a member of the Accreditation Network UK (ANUK).

Recycling

Recycling is one of the best ways for you to have a positive impact on the world in which we live. Recycling is important to both the natural environment and us. We must act fast as the amount of waste we create is increasing all the time.

Homes for Students want to do our bit to protect the world, and we’re sure you want to do your bit too, so to make being eco-friendly easy for you we’ve provided recycling and refuse bins throughout your accommodation and we encourage all students to use the facilities provided to recycle waste where possible.

You should make sure that you empty packages completely and give them a quick rinse before you recycle them. Below you can find examples of what you can recycle and what goes in the different bins.

Be aware that if you put things in the wrong bin, it will contaminate the whole waste load which means that we cannot send that waste to be recycled. So, please take an extra couple of seconds to put things in the correct bin so we can help divert as much waste from going to landfill as possible.

Almost anything made of glass can be recycled, so make sure you put items like glass bottles and jars in the right bin and do not recycle broken glass or light bulbs. Anything that does not feature a recycling label must be put in the refuse bin. Other items that are not recyclable include: batteries, electrical appliances, kitchen waste, polystyrene, foam and sanitary products.

What can be recycled?

  • Plastics
  • Plastic cups and lids
  • Milk bottles
  • Takeaway containers
  • Plastic bottles such as water, shampoo or sauce bottles
  • Cardboard and Paper
  • Newspapers and magazines
  • Food cartons
  • Emptied pizza boxes
  • Envelopes or loose office paper
  • Aluminium and Steel
  • Drinks cans
  • Empty aerosol cans
  • Food cans
  • Lids from glass bottles and jars

Thank you for being responsible residents and for helping the world!

How do I pay my rent?

Your rent can be paid in a number of ways:

  • Online via by logging into your student account
  • At the property reception desk
  • By telephone to the property team
  • By bank transfer (please ensure you use your name and student ID as the payment reference).

Please note that credit card payments incur a surcharge of 1.5%. Your bank may charge you a fee to make an international payment so please make sure you check their terms and conditions first.

Can I pay in instalments?

If you have a valid UK Guarantor, you can choose to pay your rent in three instalments, which are due in September, January and April.

If you don’t have a valid UK Guarantor, you are required to pay the full rent in August, 14 days prior to your contract start date.

Please note you must have paid the rent due by the time you arrive to check in.

Other instalment options may be available, however admin fees may apply.

When do I pay my rent?

When you accept your room offer, you’ll be given two options:

  • To pay your rent in full
  • To pay your rent in instalments spread throughout the year

You can choose whichever is most convenient for you. Some instalment options may have an admin fee.

What is included in my rent?

All utility bills such as gas, electricity, water are included in your rent. Unlimited wifi* is also included. Your TV licence is not included in your rent as this is not classed as a utility and is your responsibility to purchase.

All of our properties offer a Wi-Fi connection included within the rent, so you won’t have to pay anything to get online. During your stay, unless otherwise provided by your accommodation, your internet provider will also offer both free and premium television packages. Depending on the site at which you choose to live at, your internet provider will be either StudentCom, or Ask4.

  • StudentCom services include Wi-fi connectivity for up to 5 devices.
  • Ask4 provides connectivity for up to 3 devices, with optional upgrades for further devices to be added.

For information on the speed of your internet connection, please your Property Team for more information.

*a one off connection fee may apply dependent on property. Please see your property page for more information.

Can I move in before I pay my rent?

All rent that is due must have been paid when you check in. If you are having difficulties or this will be a problem, please contact the property as early as possible who will assist you.

What if I don’t have a UK guarantor?

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

Who can be a guarantor?

To be a guarantor you must:

  • Be a resident in the UK
  • Driving License
  • Be over 21 years of age
  • Be a homeowner or in full time employment)
  • Provide a copy of photographic identification, such as a passport, driving licence or ID badge
  • Provide a copy of proof of your UK address which must be less than 6 months old, such as a utility bill (e.g. electricity, water, gas, telephone), a bank statement or a Council Tax bill.

Can I pay my rent from overseas?

You can pay your rent either online by logging in to your student account, by bank transfer or by credit or debit card over the phone.

Please note that credit card payments incur a surcharge of 1.5%. Your bank may charge you a fee to make an international payment so please make sure you check their terms and conditions first.

What can I do if my student loan hasn’t arrived yet?

You can defer your rent instalments to be in line with your student loan payments if you wish. All requests for deferred payments must be made by 1st August in each academic year to the property team.

You will be required to provide evidence of your student loan schedule to the property team in order for the payment plan to be set up.

You will be required to pay two weeks rent 14 days prior to your contract start date, which will be deducted from the balance of your first instalment on the agreed date.

A one off admin fee of £50 will be charged and payable with the initial 2 weeks rent payment and this £50 admin fee will not deducted from the balance of rent due.

Please note deferring your rent must be pre-arranged and agreed with the property manager prior to your move in date. If no arrangement has been made, rent is due as per your tenancy agreement.

Do I need a guarantor?

If you wish to pay your rent in instalments, you will need a UK guarantor.

Do I need a guarantor if I am a sponsored student?

We 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.

Can I pay my rent weekly?

Weekly rent payments are not available, however Homes for Students offers a number of instalment options for students to pay their rent.

When does the discount come off my rent?

All discounts offered will be deducted off your final instalment of rent.

How do I book a viewing?

You can book a viewing using our online viewing tool or by contacting the sales team on +44 (0) 333 344 2829 or salesenquiries@wearehomesforstudents.com.

How do I cancel or re-arrange my viewing?

Please use the link on the viewing confirmation email or contact the sales team on +44 (0) 333 344 2829 or salesenquiries@wearehomesforstudents.com.

Can I book a room without a viewing?

Yes, you can book rooms online using the 'book now' option, which only takes around five minutes.

How long does a viewing take?

A viewing usually takes around 15 to 20 minutes, however you can spend as long as you wish viewing the property.

What will I be shown on my viewing?

The property team will guide you around the building and show you the social areas, outdoor spaces and on-site facilities as well as the rooms you would like to see (dependent upon availability). Please be aware that some rooms and apartments that you view may be occupied by our current residents.

I'm in a different country, how do I view a property?

We offer a Skype viewings for those who cannot view in person. Just click 'Arrange a Viewing' and from there you can choose the Skype option and organise a time and date that suits you. A member of the team will skype call you at your arranged time.

What do I do if I’m a first year student and I’m still waiting for my exam results?

If you’re still waiting for your exam results and you’re not sure whether your place at university is confirmed, don’t 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 we 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.

What do I do if I’m a first year post-graduate student and I’m still waiting for my exam results?

If you’re still waiting for your exam results and you’re not sure whether your place at university is confirmed, don’t 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 we 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.

How do I book a room?

To book a room, create an online account and select ‘book now’. You can choose the property, your room and the required tenancy length, then pay your deposit and accept the room offer within a few minutes.

If you have any special requests or requirements please use the 'create application' route instead.

Do I have to pay a booking fee?

Homes for Students do not charge a booking fee. When you accept your room offer, you’ll be asked to pay a deposit to secure your room which is secured with a deposit protection service and refunded at the end of your tenancy.

What if I want to cancel my booking?

Our full termination policy is within your online account.

We 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, we 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 we are able to re-let the room. If we are able to re-let the room we will release you from the agreement upon payment of a £250 release fee which we will recover by retaining your deposit (which will not, therefore, be returned).

Can I book if I’m under 18?

If you turn 18 in the first semester of university, we 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.

We can accept under 18s in some of our properties subject to our Policy for Students under the Age of 18.

What do I need to bring with me?

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 our ‘what to take to university’ page.

Is there car parking facilities for when I move in?

Some properties have car parking facilities available for a small charge, please speak to your property team directly if you would like to reserve car parking.

How much are deposits?

Deposits vary by property from £50 to £250 and your deposit is placed into a deposit protection scheme, where it is held safely throughout the academic year and will be returned to you at the end of your contract subject to the contract terms.

The deposit you pay when making the application cannot be used towards a rent instalment as this is secured with a deposit protection scheme for the duration of your tenancy.

What happens to my deposit?

Your deposit is placed into a deposit protection scheme, where it is held safely throughout the academic year and will be returned to you at the end of your contract subject to the contract terms.

When do I get my deposit back?

Your deposit will be returned to you after your tenancy agreement has ended and your room has been inspected. The amount returned to you will depend on any outstanding charges and any damage found in your room or the communal areas of your apartment. Please see your tenancy agreement for more information. The deposit can take up to 30 working days to be credited at the end of your tenancy period.

All deposits are secured with a deposit protection scheme, such as the Deposit Protection Service or Letting Protection Scotland. You will be contacted by the deposit protection scheme and asked to authorise the refund and submit your bank details to them. For this you will require your deposit repayment ID, which will have been sent to you via email at the time of registering your deposit.

Please be aware, the deposit refund process is managed by the deposit protection scheme and is not able to be influenced by Homes for Students. Should you have any queries regarding your deposit repayment ID, you should contact the deposit protection scheme directly: Deposit Protection Service or Letting Protection Service.

Please note if you ask for your deposit to be repaid to a non-UK bank account, bank charges will apply. Please see deposit protection scheme FAQs:

Looking for student finance?

Make sure you contact the Student Finance company on 0300 100 0607 for more information on what you are eligible for.

Having problems connecting to the internet in our property?

Homes for Students use two internet providers, Ask4 or CableCom.

To contact CableCom either call them 0333 123 0115 or email them at support@studentcom.co.uk

To contact Ask4 either call them on 0114 303 3232 or email them on support@ask4.com

Do you need help or support of a different nature?

For help with stress and your mental health contact Mind (Mental Health) on 0845 766 0163. For help and support with controlled substances please contact National Drugs Awareness on 0800 776 600.

What are the emergency numbers in the UK?

To contact the emergency services (Fire Service, Police, Ambulance and Coast Guard) dial 999

For non-emergency police assistance call 101

When should I use 101?

You should call 101 to report crime and other concerns that do not require an emergency response. For example:

  • Your car has been stolen
  • Your property has been damaged
  • You suspect drug use or dealing in your neighbourhood
  • Give the police information about crime in your area
  • Speak to the police about a general enquiry

You should always call 999 when it is an emergency, such as when a crime is in progress, someone suspected of a crime is nearby, when there is danger to life or when violence is being used or threatened.

To contact the NHS for non-emergency medical advice and assistance, dial 111

When should use 111?

You should use the NHS 111 service if you urgently need medical help or advice but it's not a life-threatening situation.

Call 111 if:

  • you need medical help fast but it's not a 999 emergency
  • you think you need to go to A&E or need another NHS urgent care service
  • you don't know who to call or you don't have a GP to calld
  • you need health information or reassurance about what to do next

For less urgent health needs, contact your GP or local pharmacist in the usual way. If a health professional has given you a specific phone number to call when you're concerned about your condition, continue to use that number. For immediate life-threatening emergencies, continue to call 999.