Got A Question?
If you have a question, the section below will cover our most frequently asked questions. Please note that the information present below may not apply to the property you are interested in. Please refer to the FAQ section on the property page.
Frequently Asked Questions
What Are The Emergency Numbers?
- To contact the emergency services, dial 999 or 101
- To contact NHS Direct, dial 0845 4647
- To contact NHS 24, dial 0845 424 2424
- To contact the Family Planning Association, dial 0845 122 8690
When Do I Get My Deposit Back?
What Happens To My Deposit?
Your deposit is placed into a Deposit Protection Scheme, where it is held safely throughout the academic year.
What If I Want To Cancel My Booking?
Our full termination policy is under our Terms & Conditions.
Are There Car Parking Facilities For When I Move In?
All of our properties are different, so please contact your property to find out if parking will be available.
What Is Included In My Rent?
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.
How Do I Pay My Rent?
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.
What Is The Process For Dealing With Complaints?
Most issues can be resolved quickly, so in the first instance please contact the property team by speaking to a manager in person at one of our properties or by emailing the site team directly. They will investigate and deal with the matter immediately.
If you feel a formal complaint is required, you can complete this complaints Form ensuring you provide as much detail as possible and include any relevant supporting evidence.
Stage 1
The Lettings Advisor/ Property Manager of your property will investigate your complaint using the details and evidence you provided and provide a response on their findings.
Stage 2
If you wish to escalate following the stage 1 response the Resident Service Manager or Senior Lettings Advisor will review your complaint, the supporting evidence and the Stage 1 response and provide their response to you.
Stage 3
In the event you wish to escalate to our final stage, the Branch Manager will review all stages including any new details and supporting evidence. We will then provide you with a full and final response.
If after eight weeks we have not responded to your complaint or you remain dissatisfied, you can refer your complaint to Property Redress Scheme for an independent review. In Scotland, you can apply to the First-tier Tribunal for Scotland (Housing & Property Chamber) if there has been a breach of the Scottish Letting Agent Code of Practice.
What Will I Be Shown On My Viewing?
All communal areas and room types requested (dependent upon availability).
How Long Does A Viewing Take?
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.
How Do I Book A Viewing?
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.
Can I Book a Room Without A Viewing?
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.
How Do I Cancel or Re-Arrange My Viewing?
Give us a call or drop us an email – we’d love to speak to you!