Living With Us
CAN I LIVE AT A UKSTUDENTHOUSES.COM 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 Ukstudenthouses.com, except registered assistance dogs.
WHAT CAN I BRING?
You can bring most of your belongings but some electricals aren’t suitable for our properties. Non UK compliant electricals such as rice cookers are not suitable for use with UK power outlets and this can cause fire risks.
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 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 [email protected]. 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 Ukstudenthouses.com 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 Ukstudenthouses.com 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 Ukstudenthouses.com, 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 Ukstudenthouses.com at: Operations Director, Ukstudenthouses.com, The Clock Tower Building, 25 Clock Tower Park, Longmoor Lane, 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.
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.
Ukstudenthouses.com 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!
DOES MY RENTAL PRICE INCLUDE CAR PARKING?
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.
HOW DO YOU ALLOCATE ROOMS?
When applying for a room you will be asked a series of questions to determine the type of room/flat that you require, along with any special requests you may have. Please note that special requests cannot be guaranteed except where you have disability as defined and covered under the Equality Act 2010. We will attempt to meet your allocation needs as far as practicably possible, should you have a defined disability.
If you have a disability, medical condition or special request that affects your accommodation requirement please inform us in the additional notes section when completing your application, either online or by paper form.
You are encouraged to disclose any special requests for your stay such as your preferences regarding culture, religion, sex, gender, etc. to enable us to make an informed decision about your room allocation. Where appropriate, an applicant may be prioritised through the allocation categories as a result of disclosing a disability to us.
Paying Your 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). International bank transfers may incur a charge from your own bank, so please make sure you account for this amount.
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, 1 month 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.
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.
WHAT IS INCLUDED IN MY RENT?
All utility bills such as gas, electricity, water are included in your rent. Unlimited Wi-fi* 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 at the stated level** included within the rent and there is no additional charge for use of the on-site internet. Some providers may offer more services and packages at an additional charge which you are under no obligation to use. If you choose to add additional features to your internet package, that relationship is with you and the service provider directly and does not fall under the terms of your tenancy.
For information on the speed of your internet connection, please ask your Property Team for more information.
*a one off connection fee may apply dependent on property. Please see your property page and your tenancy agreement for more information.
** the internet speed is the maximum stated speed available into the property.
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 resident in the UK for a minimum of 1 year
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 3 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.
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 charge and payable with the initial 2 week rent payment and this £50 admin fee will not be 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 Ukstudenthouses.com 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.
Viewing A Property
You can book a viewing using our online viewing tool or by contacting the sales team on +44 (0) 333 344 2829 or [email protected].
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 [email protected].
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.
Booking A Room
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 Undergraduate or Postgraduate student and your offer of a place at your preferred University or Higher Education Institute is withdrawn by the University or Higher Education Institute because you do not achieve the required entry grades, you may be eligible to be released from this agreement.
You must provide written evidence from the University that you do not have a place within 3 days of your results being published (and no later than 28th August, whichever date is sooner) and we will release you from the contract without penalty and refund the deposit paid.
You may also be eligible to be released from this agreement if you are a prospective first year Undergraduate student and you choose to go to a different University because you have exceeded your expected grades.
To apply to be released from this agreement in the circumstances referred to above, 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. On receipt of the required documentation it will be verified and, provided we are satisfied, we will cancel your agreement and refund your deposit in full.
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 Postgraduate student and your offer of a place at your preferred University or Higher Education Institute is withdrawn by the University or Higher Education Institute because you do not achieve the required entry grades, you may be eligible to be released from this agreement.
You must provide written evidence from the University that you do not have a place within 3 days of your results being published (and no later than 28th August, whichever date is sooner) and we will release you from the contract without penalty and refund the deposit paid.
You may also be eligible to be released from this agreement if you are a prospective first year Undergraduate student and you choose to go to a different University because you have exceeded your expected grades.
To apply to be released from this agreement in the circumstances referred to above, 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. On receipt of the required documentation it will be verified and, provided we are satisfied, we will cancel your agreement and refund your deposit in full.
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?
Ukstudenthouses.com 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.
You can cancel your tenancy agreement for up to 14 days after the date of your booking (the Initial Cancellation Period). For bookings made from 1st August to 30th September ahead of the academic year the booking is for, the Initial Cancellation Period reduces to 7 days. We will refund the full security deposit. Please note, £20 will be deducted from the refunded amount to cover any international bank charges for deposit refunds made to non-UK banks.
If you cancel your booking after the Initial Cancellation Period, you remain liable for the weekly rent (for each and every week or part week) until you are able to find another tenant that is acceptable to Ukstudenthouses.com and we are able to re-let the room. The replacement tenant must be over the age of 18 and a have the necessary student status (it is your responsibility to find another tenant and provide them with the correction information). If you find a suitable replacement tenant and the room is re-let we will refund your deposit, less any appropriate charges, as well as a deduction of £50 for the variation of the contract.
COVID-19 Special Cancellation Policy (2022-23 Academic Year)
Outside Initial Cancellation Period
You may cancel outside of the Initial Cancellation Period in the following circumstances:
22-23 Course which is reliant on IELTS/Pre-sessional course
If the student is a prospective first year Undergraduate or Postgraduate student and the offer of a place at the University or Higher Education Institute in the UK is subject to completing and passing an IELTS (or equivalent) in the UK or in the student’s country of origin, and this is unable to be completed because the IELTS (or equivalent) is withdrawn entirely, the student may be eligible to be released from the 22-23 tenancy agreement.
The student must provide written evidence that the course is no longer taking place at all within 3 days of being notified by the education institute and we will release the student from the 22-23 contract without penalty and refund the deposit paid.
Travel Ban
If the student is unable to travel to, or enter, the UK due to a restriction on leaving their country of origin, or a restriction on entering the UK which means they cannot arrive in time to start their course, the student may be eligible to be released from this agreement subject to evidence being provided of a formal travel ban being in force.
There must be a specific government ban in place at the start date of the student’s course that prevents the student coming to the UK, or entering the UK in time to start their course, and there must be no realistic prospect of a delayed course start date.
22-23 Flexible Start
*SOME PROPERTIES ARE EXCLUDED FROM THE 2022-23 FLEXIBLE START POLICY, THIS IS ONLY APPLICABLE AT PROPERTIES AS DISPLAYED
If the course start date in the UK is formally delayed by the University or Higher Education Institute, the student may be eligible for a reduction in the 22-23 tenancy length, and start the tenancy later.
The student must provide written evidence that the course start date has been delayed within 3 days of being notified by the education institute, or this must be publicly available and formally announced by the University, the contract may be adjusted accordingly.
If a tenancy agreement is adjusted, the reduction in tenancy length will be by a maximum of the length of the formal delay to teaching unless specifically stated otherwise. Some properties may have a maximum length of delay.
Termination by Choice
A tenancy cannot be terminated outside of the Initial Cancellation Period by a student who is already in the UK, or by a student who does not want to attend the university, or who does not want to come to the UK of their own choice. The student remains liable for the entire rent until a suitable replacement tenant is found and all clauses within the tenancy agreement remain applicable. If the room is re-let we will refund the deposit, less any appropriate charges and a deduction of £50 for the administration of the variation of the tenancy agreement.
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.
HOW DO YOU ALLOCATE ROOMS?
When applying for a room you will be asked a series of questions to determine the type of room/flat that you require, along with any special requests you may have. Please note that special requests cannot be guaranteed except where you have disability as defined and covered under the Equality Act 2010. We will attempt to meet your allocation needs as far as practicably possible, should you have a defined disability.
If you have a disability, medical condition or special request that affects your accommodation requirement please inform us in the additional notes section when completing your application, either online or by paper form.
You are encouraged to disclose any special requests for your stay such as your preferences regarding culture, religion, sex, gender, etc. to enable us to make an informed decision about your room allocation. Where appropriate, an applicant may be prioritised through the allocation categories as a result of disclosing a disability to us.
Moving Into Your Home
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.
Paying Your Deposit
Deposits vary by property from £50 to £300 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 Ukstudenthouses.com. 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:
Deposit Protection Service (England and Wales)
Letting Protection Service (Scotland)
Useful Contacts
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?
Ukstudenthouses.com use two internet providers, Ask4 or Glide.
To contact Glide either call them 0333 123 0115 or email them at [email protected]
To contact Ask4 either call them on 0114 303 3232 or email them on [email protected]
DO YOU NEED HELP OR SUPPORT OF A DIFFERENT NATURE?
For help and advice on dealing with stress and your own mental health, please visit the Student Minds website. Here you will have access to many resources including short videos, podcasts and guides that you can use at home. Student Minds is the UK’s leading student mental health charity and Homes for Students is proud to be their charity partner.
If you are distressed and in need of urgent support, please call the Samaritans for free on 116 123. There is always someone to talk to any time, day or night.
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.