Please bring an official form of id with you e.g. Passport or provisional/driving license. If you have not already returned the original signed tenancy agreement you should also bring these with you.

Its really important that your rent is paid on time. Your first instalment before moving in covers the first part of your tenancy.

It is best to speak with the staff at the property to find out if this is ok. If it is only for an evening or two, that is usually fine.

You can collect your keys from reception when you check in. Just come straight to the main reception with your photo id and they will have the keys ready and waiting for you.

Thats fine, you can arrive at any time that is best for you and well get someone to come and let you in and get your keys for you.

If you are having anything delivered before you arrive just make sure someone knows that it will be arriving there. You can notify the staff  At the property of this so they can look after the parcels for you.

The easiest way to get directions would be to search the postcode on google maps and find the directions on there.

There may be many different transportation options but you can pre-book a cab-link to the property before your arrival.

You can move in any time from the start date of your tenancy onwards. If you are going to be arriving much later than the start of your tenancy, just let us know and they will arrange for someone to be there to greet you and make sure you get the keys for your new home.

There are usually outside areas for you to smoke with ashtrays provided.

Speak to a member of staff at reception and they will ask a member of our service and safety team to come to help you.

All our show flats, and the images on our website, are representative of a particular room type unless labelled otherwise however they are not identical. Your room will have all the same features and fittings, just in a slightly different set up. If you are unhappy with your room, please speak to the reception team as there is often something they can do. Where there are other rooms available they will offer these as an alternative. To move room you will need to complete new tenancy paperwork, and there may be a small charge to cover the cost of making your original room ready for a new tenant.

In emergencies each cancellation request is looked at on a case-by-case basis and an early release is at the discretion of the manager.

If something is stolen from inside your flat, or there has been a break-in, please contact the police and then inform the reception team. You will get a crime reference number from the police which may help you to recover the cost of the items, depending on your insurance cover. The police will usually contact us to obtain the CCTV footage from our security and safety teams to assist them in any criminal matter.

In most properties you can bring small appliances for use in your room, but you will be solely responsible for any risk associated with them.

In most of our properties your wireless connection speed will be 25mb. There is the option of upgrading online to 32mb. You can even choose to do this for a month at a time.

If you leave university during your stay with us you will still be liable for the rent as per the tenancy agreement. Please check the cancellation procedure accordingly.

You just need to raise a maintenance request form via the my account section. Once logged, the form will go directly to our maintenance team. Issues are rated on severity, so if it is a busy time please bear with us as it may take slightly longer for us to get to you than usual.

Your window may have a restricting device that limits how far it opens. Its there for your safety so its important that you don't disconnect or damage it, or let anyone else do so. If the window fittings do become damaged, you need to tell a member of the property team straight away. they check all the windows and their fittings regularly, to make sure they're all safe and working properly. Depending on the floor you live on, it may be possible to derestrict your window upon request and with approval from the management of your property. Please speak to your reception team.

Each city has dedicated managers for all our properties; you should be able to find out your manager's name by speaking to the staff at reception. The manager may not always be in your building as they may manage several properties.

You can pay by credit/debit card or direct debit. You can pay by logging in and clicking on make a payment.

You can find out what your insurance includes by viewing the insurance certificate on our website. Some items are not included in our standard package - this includes accidental damage to items in your rooms, and loss or damage to personal items when you are outside your property. Laptops and tablets, mobile phones and bicycles are not covered in the standard policy, however you can upgrade your policy so that your laptop, phone, tablet and other gadgets are covered, wherever you and your gadgets are, and this also includes a laptop and mobile phone replacement within 24 hours (one working day) of your claim being approved. You can add this upgrade for a small cost at any time during your stay.

You will be supplied with a check out envelope please complete the front of the envelope with your name, room number and future address and leave it at reception. If the address where your deposit cheque needs to be sent has changed, then please also let us know on this envelope. If you need another envelope, please see your reception team.

If reception is not open, look for a fast check out key drop box where you can leave your check out envelope.

Not unless you have booked to continue staying with us in your room and have a valid tenancy. Anything that is left once you have checked out will be removed as they have to get the room ready for the next tenant. A charge may apply if they have to remove any leftover belongings, so please remember to clear everything out when you leave.

If you have a valid tenancy covering the time period, then yes you can. they just ask you to label any items in shared areas to confirm that they belong to you and not to someone else who has already checked out. This will help our cleaners. If your booking finishes in June or July and your next tenancy starts in September, you will need to arrange a summer short stay tenancy to bridge the gap.  If you do not have a valid tenancy for the summer months, you will need to move everything out of your room and shared areas as someone else could be occupying the flat immediately after you leave.

This varies depending on your property so check with a team member at reception well in advance of your check-out date. It is likely that the latest time will be 12:00pm on the last day of your tenancy.

This depends on your room and property, so please speak to the reception team regarding extending your stay.

If you are staying in England, you will get your deposit back in the form of a cheque, sent to your home address, within 14 days after your tenancy end date. If you are staying in Scotland, my deposits Scotland will have emailed you a unique release code at the start of your stay. You need this at the end of your tenancy to authorize the return of your deposit. Your property contacts my deposits Scotland at the end of your tenancy to confirm that you have checked out of your accommodation and advise on the deposit amount due to be refunded to you. This will be the full deposit minus any charges applied after your room has been inspected, or if your tenancy account has any outstanding balance due. My deposits Scotland will email to tell you that they have started the release process. You have 30 working days from the date of this email to respond to the deposit release request. You will need to enter your release code to access any refund. If you do not respond within this timeframe, my deposits Scotland will return the deposit amount they have advised as due following your check out.

Possibly yes, this is to be fair and consistent with our approach.