Help &
FAQ’s

Simply click the book button on the room type you want. This will take you directly to the Fresh website where you can create an account or sign in. Once you’ve done this, just follow the instructions on the screen. If you have any issues or questions, please get in touch with the Residence Team at your chosen location.

Absolutely! You can choose the floor, flat and room numbers should you wish to. Our Residence Teams can advise you on the best room to suit your needs.

Of course. For locations with cluster flats, booking with your friends can easily be arranged. You just need to let us know who you want to live with and we can make sure you live together.

When booking your room you can see your flatmates’ gender, what year they’re in and where they’re studying. We don’t give out names for data protection, but you can always use our Facebook pages for each location to find and chat with your flatmates before you move in.

Around four weeks before the big day, you will be invited to book a move-in slot. You can choose the time that works best for you. If you have specific needs around accessibility or travel arrangements, please let us know at this stage.

Unlike other providers, we do not ask for a deposit to secure your booking. We do, however, require a £99 advance rent payment which will be deducted from your first rent instalment (think of it like a present to yourself when September rolls around!).

We work on a 72 hour “cooling off” period for bookings made up to the 31st July 2023. This means that should you need to, you can cancel your booking within 72 hours of signing your tenancy agreement, as long as you have not yet moved in.

To cancel your booking, please email the Residence Team and you will then be refunded your advance rent contribution payment and your booking will be cancelled.

From the 1st August 2023 the “cooling off” period is reduced to 24 hours. Once the “cooling off” period has expired, you can cancel your booking if:

• Your UK visa has been refused
• You have not made the grades to study at your chosen university
• You have failed a year of study and are not able to continue studying at your university

In these circumstances, we will allow you to cancel your booking prior to the tenancy start date. Please send your UCAS notification/Visa refusal documentation to the General Manager within 72 hours of receiving it.

There are no other circumstances when we will accept a request for a cancellation either before or during the tenancy.

It may be possible with the Landlord’s agreement to transfer your obligations to someone else who is eligible to live at the property. There is no obligation on our part to find you a replacement tenant. If you find a replacement tenant we will need to run some basic checks to confirm their eligibility to take over the tenancy. Before we will accept a new tenant, your account and all obligations need to be up to date and any rent due up to the changeover will need to be paid. Once the new resident has signed the tenancy agreement and made the first rent payment they will take responsibility for future rent payments and all other obligations as stated in the agreement.

Simply send an email to your Residence Team to make a viewing appointment. You will receive a confirmation email if the viewing time is confirmed.

We want you to love your time living with us, but we understand we might not always get it right. We take all complaints seriously and will try our best to fix any issues as soon as we are made aware of them. For all properties managed by Fresh, please take a look at their complaints procedure and for residents of Hox Park and The Toybox, please view our complaints procedure.

No pets are allowed – sorry!

Yes. We’re proud to partner with unikitout.com. Anything you order will be delivered straight to your accommodation. Order online and save 10% by using the promotion code HERE10. During checkout, make sure you select where you’re staying and enter your arrival time, so everything gets delivered on time.

Yes, if you want to watch TV (including online) in your room you’ll need to have a valid TV Licence – unless we tell you we’re covering it. Visit www.tvlicensing.co.uk for details and latest costs.

You can, but please don’t invite someone to stay for more than 3 consecutive nights.

Your student room and any shared areas within your apartment will be spotlessly clean when you arrive, after that point it’s over to you! If you have any queries or need any advice, hints or tips please speak to our Residence Teams.

Log an issue in person, with an email or call our Residence Teams – they will ensure our dedicated on-site team will resolve it as soon as possible. Take a look at the Student Handbook on your chosen location page for our managing repairs policy.

All our student accommodation is smoke-free, and this includes all types of E-cigarettes. You can find designated smoking areas outside the buildings or in the courtyards.

All of our sites have a wireless network covering the whole building. On arrival, simply connect your devices to the wireless network. We also offer the option to connect using an Ethernet Cable, which you just plug into the network wall socket in your room.

Yes. We include free Cover4Insurance content insurance with every room. Individual locations explain how you can view the Contents Insurance cover certificate online. To upgrade your insurance, you can also contact Cover4Insurance directly.

Keep up to date with the small print with the government guidelines to renting. Our third-party operators, Fresh comply with the ANUK Code, and are also ARLA Property Mark Members. Whilst most of the information in the guide is applicable to us; not all of it is. If you have any queries, please speak with your Residence Team.

For health and safety reasons, we don’t allow the following items: candles, incense burners, deep fat fryers and any electrical appliances that don’t comply with British standards and statutory regulations. Please do not bring any of these on site; you will be asked to remove them.

We carry out room inspections 3 times a year and occasionally health and safety checks. When we do, we’ll need access to your room. But we’ll always give you at least 24 hours’ notice and we’ll knock and announce ourselves before entering your personal space.

All studios come with a small fridge with a freezer compartment.

Please avoid bringing either of these items (or items of similar voltage). Their high voltage is dangerous and can cause electric shocks.

We don’t. However, all of our locations have excellent transport links. Depending on where you’re staying there will be buses, trains and taxi services available to you.

Currently, we cannot guarantee that there will be any open applications for Tenancy Takeover in the coming year. Please contact our Residence Team for the most updated information.

There will be a maintenance check at least three times during your tenancy. We’ll log and resolve any maintenance and address any damage or missing items. After each visit we will let you know if we found any issues and can advise if any charges will need to be made to put something right.

No, your room is yours for the whole of your tenancy. You only need to move out at the end of the agreement.

Yes, you can either book your room for a whole year (51 weeks) or, where available, on a shorter tenancy and then extend for the summer period. Just contact the Residence Team at your chosen location to see what they can do.

Our appointed third-party operator, Fresh, are members of The Propertymark Client Money Protection Scheme. You can view Fresh’s certificate here, and you can find out more about the scheme’s rules here.

Both Here! Students and Fresh, our appointed third-party operator, are members of the Property Redress Scheme.

Also known as a 3/4 size bed, small doubles measure approx. 120cm wide x 190cm long.

Depending on your location, post may be delivered directly through your door by Royal Mail or collected from on-site post boxes. We accept larger parcel deliveries at reception, but we accept no liability for loss or damage.

Most of our buildings do not have allocated visitor parking, but in all cases there is a nearby location for you to park. Contact the Residence Team at your chosen location for more information.

Yes, there are on-site laundries with washers and dryers at all of our student accommodation locations. Simply pay for the use of the laundry machine each time you use it.

If it’s late, please contact the Residence Team at your location as they will be able to advise you.

You can pay by logging in to the Fresh Student Portal using your reference number and password. From the left-hand menu select Financials and then Payment Online. Payments can be made via debit or credit card using the online secure payment system, RBS Worldpay.

As an international student you can pay via bank transfer or on credit card.

Please speak to your site team or refer to your booking documents for more information.