Frequently Asked Questions

Your deposit is placed into a Deposit Protection Scheme, where it is held safely throughout the academic year.

Our full termination policy is within your online account.

You can cancel your application up to 14 days after the date your booking is confirmed (the Initial Cancellation Period). For bookings made from 1st August to 30th September, the Initial Cancellation 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 you are able to find another tenant that is acceptable to Homes for Students 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.

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first year Postgraduate student and your offer of a place at your preferred University or Higher Education Institute is withdrawn by the University or Higher Education Institute because you do not achieve the required entry grades, you may be eligible to be released from this agreement.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.

All of our properties are different, so please contact your property to find out if parking will be available.

All utility bills are included in your rent such as gas, electricity and water, and unlimited WiFi*. However, your TV licence is not included, and this is the sole responsibility of the resident as this is not classed as a utility. *connection fees may apply. Dependant on property, please see your property page for more info.

Your rent can be paid online through the “Make a Payment” link on the website. You can log in to the pages using your booking email address and password to see any outstanding amounts and to make a credit or debit card payment. Some properties are able to take payments in reception, or by bank transfer – please contact your chosen property directly for more information.

Your feedback matters. If you feel that an issue with your accommodation needs to be taken further, we are committed to resolving it.

Most issues can be resolved quickly. Where possible, please speak to a manager initially either in person at one of our properties or by telephone. Our staff will investigate and deal with the matter immediately.

If you are unhappy with the solutions or explanations given, you can escalate your complaint further by completing this short form here. This will ensure that your complaint is passed onto the relevant departments to investigate further. Please allow up to 10 working days for our teams to respond.

In the event that you still feel your complaint has not been treated fairly or correctly you can write to the Complaints Panel within Homes for Students at: Operations Director, Homes for Students, The Clock Tower Building, 25 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.

City Living, under our Homes for Students brand, is a member of the ANUK/Unipol National Code and Propertymark Property Redress Scheme (PRS). If, after giving City Living a chance to respond to your complaint you are still not satisfied, you can ask for an independent decision from PRS. If, after eight weeks City Living has not responded to your complaint and you are still not satisfied, you can ask for an independent investigation and decision from PRS or submit a national code complaint online with ANUK/Unipol National Code.

If you are based in Scotland, you can apply to the First-tier Tribunal for Scotland (Housing & Property Chamber) if we have breached the Scottish Letting Agent Code of Practice and you remain dissatisfied once the above stages have been exhausted, or if we do not process your complaint within a reasonable timescale.

You can contact the Housing & Property Chamber at: –
Glasgow Tribunals Centre
20 York Street
Glasgow
G2 8GT

Tel: 0141 3025900
website

All terms of the tenancy agreements remain applicable unless notified otherwise in writing by City Living. All notifications are final and there is no appeal or escalation process for such complaints.

All of our properties offer a Skype option, so you can view a property from wherever you are! Just go onto the property page you would like to view and click ‘Arrange a Viewing’. From there, you can choose the Skype option and organise a time and date that suits you.

All communal areas and room types requested (dependent upon availability).

Usually up to 30 minutes. However, the sales team are always happy to spend as much time as is needed assisting you with your booking.

You can book a viewing using our online viewing tool or by sending a note to us via the ‘Contact Us’ form. You can also book by calling us directly at your chosen property or by sending us an email.

Absolutely. However, we would always recommend booking a viewing wherever possible. If this is not possible, our website provides a suite of property images for you to browse.

Give us a call or drop us an email – we’d love to speak to you!