Frequently Asked Questions
Booking A Room
Can I apply for dual occupancy?
Dual occupancy is available on most rooms over 23sqm. Both occupants would need to apply and mention in their application that they are applying for dual occupancy so that the price can be amended. The price would be the total rent plus an additional £50 and then divided by two for each occupant’s weekly cost unless otherwise stated.
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.
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first year Postgraduate student and your offer of a place at your preferred University or Higher Education Institute is withdrawn by the University or Higher Education Institute because you do not achieve the required entry grades, you may be eligible to be released from this agreement.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 screenshot 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.
Paying Your Deposit
Moving In To Your Room
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 Do I Need to Bring with Me?
When you come to pick up your keys you need to bring some photographic ID such as a Passport or Driving Licence.
Viewing A Property
I’m in A Different Country, How Do I View a Property?
We offer a Online Viewings for those who cannot view in person. Just click ‘Arrange a Viewing’ and from there you can choose the Online option and organise a time and date that suits you. A member of the team will Skype call you at your arranged time.
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.
Paying Your Rent
Living with OneLiving
What Is the Process for Dealing with Complaints?
We want you to enjoy your time with us, but we understand that sometimes we get things wrong. If you’re unhappy and feel the matter needs further attention, we’re here to listen and help resolve it. Most issues can be sorted quickly by speaking to a member of your Property Team, so we ask that you do this in the first instance.
The Complaints Process
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 General 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 a Senior Manager 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 Director 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 the Property Redress Scheme or ANUK/Unipol National Code 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.
To see our full Customer Complaints Procedure please click here.
All terms of the tenancy agreements remain applicable unless notified otherwise in writing by Home for Students. All notifications are final and there is no appeal or escalation process for such complaints.
What Will I Be Shown on My Viewing?
All communal areas and room types requested (dependent upon availability).
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!
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.