FAQ
FAQ
Need to know something about UK Student Houses? Read our frequently asked questions below. If you have a question that isn't answered, please contact us or call 0330 029 3472.
You must be a full-time student or working professional 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.
We do not accept tenants under the age of 18 subject to our Policy for Students under the Age of 18.
We’ve taken care of the essentials, so you don’t have to worry about the big stuff:
Kitchen Appliances
- Cooker & hob
- Fridge‑freezer
- Microwave
- Toaster
- Kettle
Furniture
- Bed
- Mattress
- Wardrobe
- Desk & chair
- Blinds/curtains are provided as standard.
What You’ll Need to Pack
- Kitchen kit: pots, pans, plates, bowls, mugs, cups, utensils, tea towels, drainer, mop & bucket.
- Bins & bags: kitchen bin, bathroom bin, and plenty of binbags (trust us, you’ll need them!).
- Food & drink extras: tea, coffee, sugar caddies, and whatever snacks keep you going.
- Cleaning gear: hoover or brush, toilet brush, sponges/cloths, and your favourite cleaning sprays.
- Bedding & towels: quilt, pillows, duvet covers, sheets, bath towels, hand towels.
- Personal bits: chargers, toothbrush, hairbrush, skincare, clothes, and anything else that makes you you.
- Remember: you don’t need 5 hoovers in a 5 bed house! Chat with your housemates and agree who’s bringing what to avoid duplicates.
Your tenancy continues throughout the year, so you don’t need to move out during academic breaks. If you decide you’d like to leave, you’ll need to give 2 months’ written notice in accordance with your tenancy agreement.
At the end of the academic year, we’ll contact you to see whether you’d like to continue your tenancy or end it so we can plan for the next intake of tenants.
If you wish to arrive earlier than your contract start date, you need to contact us. If early arrival is possible, your contract will be adjusted, and you will need to accept it and then pay the additional charges prior to arrival. Please note, not all requests can be accommodated.
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 manager or sales team as early as possible.
Your rent includes all utility bills – gas, electricity, and water – as well as unlimited Wi-Fi*. You do not need to arrange or pay for these separately.
WiFi & Broadband services are supplied under a landlord managed contract. Only contractors appointed by the landlord are permitted to work on, adjust, or access these services.
Tenants must not attempt to cancel, transfer, or alter these services.
Any such action will be considered unauthorised interference.
Please note, if service disruption or additional costs arise due to unauthorised actions or interference, these costs will be passed on to the tenants.
The following are not included in your rent and are your responsibility:
- TV Licence – One TV Licence is included per property, covering the communal area only. If you wish to watch or stream live TV, or use BBC iPlayer, on your own device in your bedroom, you will need to purchase your own individual TV Licence. – Purchase TV licence.
- Council Tax & Student Exemptions – If you are a full-time student and provide a valid student exemption certificate, you are exempt from paying Council Tax. However, non-students are required to pay their fair portion of the Council Tax.
If your tenancy dates or course details change, please inform us immediately, so we can update the council for your area. If you have already been paying Council Tax but believe you should have been exempt, please send us your tenancy agreement along with your exemption certificate so we can direct you on how to request a refund from the council.
A student exemption certificate is a letter from your university confirming:
- Your name
- Student ID
- Course details
- Course start date
- Course end date
Send your student exemption certificate to [email protected] before move in, and we will do the rest.
*A one-off connection fee may apply for Wi-Fi dependent on property. Please see your property page and tenancy agreement for more information.
Your rent can be paid online by logging into your student portal.
Since the Renters’ Rights Act came into effect on 1 May 2026, rent is payable monthly in advance on the same day each month.
All rent due must be paid before you check in. If you are experiencing any difficulties or think this may be a problem, please contact your Property Manager or our Sales Team as early as possible so we can assist you.
On-site car parking is available at some properties but is not included within the rental price unless explicitly stated and confirmed in writing. Payments for car parking permits are separate to your tenancy agreement. Please speak to the property team if you wish to purchase a car parking space. Car parking spaces are very limited and are strictly on a first-come first-served basis.
When applying, you will be asked a series of questions to determine the type of room or flat you require, along with any special requests. A member of our team will then get in contact to discuss your preferences. Please note that all requests are subject to availability.
If you would like to live with friends, please mention them when you enquire and list the names of those you would like to live with. We will contact them and make the arrangements for you.
You are encouraged to disclose any preferences regarding culture, religion, sex, or gender to help us make an informed decision about your allocation. Special requests cannot be guaranteed except where you have a disability as defined under the Equality Act 2010 – in such cases, we will attempt to meet your needs as far as practicably possible.
Yes. You would need to make a formal request to the accommodation team at your property. If approved, you will 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, you and your Guarantor will be liable for the higher rent from the date you are given access to it.
You can arrange a viewing using the button in the top menu of our website. Viewings typically take around 15 to 20 minutes. The property team will guide you around the building, including social areas, outdoor spaces, on-site facilities, and the rooms you would like to see (subject to availability).
If you’re based overseas or can’t visit in person, we offer live video call viewings with a member of the property team.
Many of our properties also feature virtual video tours, allowing you to explore the property in your own time and experience the layout as if you were walking through it yourself. Simply click ‘Arrange a Viewing’ to book a live video viewing, or view our available virtual tours where provided.
To cancel or rearrange a viewing, please use the link in your viewing confirmation email or contact the sales team on +44 (0) 330 828 8062 or [email protected].
Group bookings are also welcome - Contact us for more details.
Please note we do not accept tenants under the age of 18.
No. UKStudentHouses.com does not charge a booking fee. When you accept your room offer, you will be asked to pay a deposit to secure your room. This is held safely in a deposit protection scheme and refunded at the end of your tenancy, subject to the contract terms.
Our full termination policy can be found here.
A guarantor is required for most bookings. To be a guarantor, the person must:
- Have been a resident in the UK for at least 12 months
- Be over 21 years of age
- Be a homeowner or in full-time employment and meet our affordability criteria
- Provide photographic ID (e.g. passport, driving licence, or ID badge)
- Provide proof of UK address less than 3 months old (e.g. utility bill, bank statement, or Council Tax bill)
If you are a sponsored student, we may be able to accept your sponsor in place of a guarantor depending on the terms of your sponsorship. Please contact your chosen property directly to enquire.
If you cannot provide a UK guarantor, we recommend the service of Housing Hand. You can find further information, prices, and how to apply on their website: housinghand.com.
All deposits are secured with a deposit protection scheme, such as the Tenancy Deposit Scheme or Safe Deposits 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.
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.
Please be aware, the deposit refund process is managed by the deposit protection scheme and is not able to be influenced by UKStudentHouses.com. Should you have any queries regarding your deposit repayment ID, you should contact the deposit protection scheme directly: Tenancy Deposit Scheme or Safe Deposits Scotland.
Please note if you ask for your deposit to be repaid to a non-UK bank account, bank charges will apply.
All refunds will be processed in GBP (Great British Pounds), and the designated bank account must be able to accept payments in GBP. This policy also applies to any other refunds, such as rental refunds.
Please see deposit protection scheme FAQs: Tenancy Deposit Scheme (England and Wales) Safe Deposits Scotland (Scotland).
To view the process regarding filing a complaint please view our Complaints Procedure page.
Make sure you contact the Student Finance company on 0300 100 0607 for more information on what you are eligible for.
ukstudenthouses.com use two internet providers, HostingIT4U or Glide.
To contact Glide either call them 0333 123 0115 or email them at [email protected].
To contact HostingIT4U either call them on 020 4519 4118 or email them on [email protected].
999 – Emergency Services
Call 999 for life‑threatening emergencies or immediate danger. This connects you to:
- Police
- Fire Service
- Ambulance
- Coastguard
Use 999 when:
- A crime is in progress
- Someone is in immediate danger
- There is a fire
- Violence is being used or threatened
- There is a serious medical emergency
101 – Non‑Emergency Police Line
Call 101 for police help when it’s not an emergency. Examples include:
- Reporting a crime that has already happened
- Property damage
- Suspicious behaviour
- General police enquiries
111 – NHS Non‑Emergency Medical Advice
Call 111 if you need urgent medical help but it’s not life‑threatening. Use 111 when
- You need medical advice quickly
- You’re unsure whether you need A&
- You don’t know who to contact for medical help
Utility Emergencies
Gas Leak – National Gas Emergency Lin
If you smell gas or suspect a gas leak, call: 0800 111 999 (open 24/7) This is the official National Gas Emergency number (formerly Cadent).
Power Cut – Electricity Emergency
If your electricity goes off unexpectedly, call: 105 (free from any phone) This connects you to your local electricity network operator.
Water Supply Issues – Burst Pipes or No Water
For major leaks, burst mains, or no water supply, contact your local water provider. For most areas in the UK, you can call: Scottish Water (if in Scotland): 0800 077 8778 England & Wales: Check your local water company’s emergency number (e.g., United Utilities, Thames Water). You can also find your supplier via: www.water.org.uk/water-company-finder (water.org.uk)
When in Doubt
If you are unsure whether something is an emergency, it is always safer to call 999.