Frequently Asked Questions

Late or Missed Payments

Overview: Act fast—silence makes charges worse.

Immediate steps:

1. Confirm amount due in the Finance dashboard.
2. Open a ‘Payment Difficulty’ ticket explaining the cause and when you can pay.
3. Ask for a revised schedule or short deferral; upload evidence.

Possible penalties: Late fee, academic hold, graduation block; visa implications for international students—speak to International Support.

FAQs:

1. Q: I never got a reminder—do I still owe late fees? → Yes; reminders are courtesy notices—responsibility remains with you.

Arrival & Move‑in Information

Overview: A smooth move‑in starts with preparation—read your welcome pack, book a slot, and label everything.

Before you travel:

1. Check your move‑in date/time slot in the SEID portal.
2. Download your QR code for key collection and bring photo ID.
3. Pre‑book parking/unloading (if available).

On the day:

1. Collect keys at Reception; complete room inspection within 24–48 hours.
2. Locate fire exits and assembly points; read house rules.
3. Connect to Wi‑Fi (details in your welcome pack).

What to bring (suggested):

1. Bedding, towels, hangers; basic cookware; surge‑protected extension.
2. University documents, NHS/medical details, personal prescriptions.

FAQs:

1. Q: I’m arriving late—what do I do? → Tell Reception via the portal; security can facilitate late key collection.
2. Q: Can family help me move in? → Yes—please follow parking/time‑slot guidance.

Student Loans

Overview: Tuition Fee Loan goes to the institution; Maintenance Loan goes to you for living costs.

Eligibility & application:

1. Apply via national student finance body; have passport, course offer, and bank details ready.
2. International students: explore scholarships/sponsor arrangements if ineligible.

Disbursement: Paid at term start after registration is confirmed; delays are common if documents are missing—check your portal tasks.

Repayment: Starts after study, only when income exceeds threshold; deducted via payroll (PAYE).

FAQs:

1. Q: Can I apply late? → Yes, but disbursement may be delayed.
2. Q: My payment is late—what can I do now? → Ask Finance for a short grace period and submit evidence of the pending disbursement.

Maintenance & Repair

Overview: Report faults early—small issues become expensive quickly. Repairs are prioritised by risk to safety and habitability.

Priority categories & target response times (guideline):

1. Emergency (e.g., gas smell, major leak, electrical hazard): attend within 2–4 hours.
2. Urgent (e.g., no heating in winter, broken exterior door): within 24–48 hours.
3. Routine (e.g., dripping tap, squeaky hinge): within 3–5 working days.

How to report: Use the SEID Portal → ‘Maintenance Request’. Add photos/video, exact location (building, floor, room), and your availability.

Access & permissions: For emergencies, staff may enter without you present. For routine repairs, you’ll receive notice. Keep valuables secure.

Resident responsibilities:

1. Keep areas clean and free of obstructions for safe access.
2. Replace consumables where specified (e.g., bulbs in private lets).
3. Do not attempt DIY electrical/plumbing work—this can void coverage.

If a repair isn’t completed: Reply to the ticket referencing the job number; unresolved emergencies should be escalated by phone to Security/Accommodation.

FAQs:

1. Q: Can I book a specific time? → Technicians work in windows; note preferred times and we’ll try to accommodate.
2. Q: Will I be charged? → Fair wear‑and‑tear is not charged. Damage/negligence may be billed.

Emergency Accommodation

Overview: Short‑term rooms for students who lose access to housing or face immediate risk (fire, flood, unsafe conditions, domestic issues).

How to request:

1. If you’re in danger, call Emergency Services first.
2. Then contact SEID Emergency Housing via the 24/7 line in the app.
3. Submit a brief incident description; we’ll allocate a safe room or partner hotel.

Costs & funding:

1. Emergency stays are subsidised; in many cases no upfront payment is required.
2. We’ll discuss funding/hardship options once you’re safe.

Duration & move‑on: Typically 2–14 nights while a longer‑term plan is arranged (room move, repairs, or new tenancy).

Safeguarding & confidentiality: Your information is handled discreetly; only essential staff are informed.

What to bring: ID, medications, phone/charger, essentials; storage for additional items may be limited.

FAQs:

1. Q: Can a friend stay with me? → Case‑by‑case based on safety and availability.
2. Q: Will this affect my tenancy? → No—emergency housing is a protective measure, not a penalty.

Bursaries & Scholarships

Overview: Non‑repayable funding to support tuition and/or living costs.

Where to find opportunities:

1. SEID Funding Finder (filters by course, eligibility, deadline).
2. Faculty/department awards; external foundations and sponsors.

Competitive applications: Prepare a concise personal statement, 1–2 references, and evidence of need/merit; track deadlines.

Keeping your award: Maintain required attendance/grades; file progress updates if asked.

FAQs:

1. Q: Can I hold multiple scolarships? → Sometimes; check ‘stacking’ rules—some bursaries reduce if you receive another award.

Move Out & End of Tenancy

Overview: Ending well saves money. Clean thoroughly, return keys on time, and photograph your room after you’ve finished.

Notice & eligibility: Most contracts end automatically on the date shown; early release usually requires a replacement tenant or exceptional grounds.

Checklist (72–0 hours before you leave):

1. Defrost/clean fridge/freezer; wipe cooker, bathroom, and surfaces.
2. Remove all waste and personal belongings; recycle where possible.
3. Return furniture to original layout; repair minor wall marks if permitted.
4. Take dated photos of each room after cleaning.

Key return: Hand keys to Reception or use the drop‑box (sealed, labelled envelope). Late returns can incur charges.

Mail redirection: Set up with the postal service; we cannot forward mail long‑term.

FAQs:

1. Q: Can I leave items for next residents? → Only via approved donation schemes—otherwise disposal may be chargeable.
2. Q: Do I have to be present at inspection? → Not required, but recommended to discuss findings in real time.

Rent & Payment Issues

Overview: Rent obligations are defined in your licence/tenancy. This article covers how rent is calculated, how to pay, what to do if you fall behind, and how to evidence payments.

How charges are calculated:

1. Contracted amount (weekly × weeks in residence or termly blocks).
2. Optional services (e.g., en‑suite, parking) are billed separately where applicable.
3. Utility costs: included in most halls; metered in some private residences.

Payment methods:

1. Online card payment via SEID portal (fastest, instant receipt).
2. Direct Debit (Valid accounts): aligns with instalment plans.
3. Bank transfer: include your Student ID and Housing Reference in the narrative.
4. Sponsor payment (parent/employer/embassy): submit a Sponsor Letter so Finance can reconcile.

Scheduling & alignment to loans: If your student loan/bursary lands after the rent due date, raise a ‘Payment Timing’ ticket in the portal before the due date to arrange a short grace period.

Arrears & repayment plans: If you miss a due date, contact Accommodation Finance within 5 working days to set a plan. Non‑response triggers escalations and can restrict services.

Hardship support: You may qualify for short‑term hardship funds. Prepare bank statements (last 30–90 days), proof of loan delay/sponsor letter, and a brief impact statement.

Step‑by‑step: Making an online payment:

1. Go to SEID Portal → Accommodation → ‘Make a Payment’.
2. Select invoice(s), choose method, and confirm billing address.
3. Download receipt PDF; keep it with your records.

Evidence checklist:

1. Payment receipt/bank proof (date, amount, reference).
2. Correspondence with Finance about grace periods/arrangements.
3. Tenancy reference and Student ID on all communications.

FAQs:

1. Q: My loan arrives two days after rent is due—will I be fined? → Tell us in advance; we usually grant a brief grace period when evidenced.
2. Q: Can my sponsor pay directly? → Yes. Provide their details and ensure the payment includes your references.
3. Q: Can I split payments across two cards? → Yes via the portal—submit two transactions against the same invoice.

When to escalate: If a promised payment hasn’t appeared after 5 working days or you receive a ‘Notice of Breach’, raise an urgent ticket and phone Accommodation Finance.

Disability & Medical Requirements

Overview: We provide reasonable adjustments for physical, sensory, and mental health needs so you can live and study independently.

Requesting adjustments (ideally before allocation):

1. Complete the ‘Accessibility & Medical Needs’ form in SEID.
2. Upload supporting evidence (GP/consultant/therapist letter) where applicable.
3. We’ll meet with you to agree adjustments and an emergency plan if needed.

Examples of adjustments:

1. Wheelchair‑accessible rooms/ensuites; step‑free access; visual/alert systems.
2. Quiet locations; proximity to lifts/teaching spaces; fridge space for medication.
3. Permission for a caregiver or assistance animal (with documentation).

During tenancy: Needs change—request a review anytime. We aim to respond within 10 working days for non‑urgent changes.

FAQs:

1. Q: Can I swap rooms to be closer to my faculty? → Yes, subject to availability and medical priority.
2. Q: Are emotional support animals allowed? → With prior approval and documentation; building rules still apply.

Deposit & Refund Queries

Overview: Deposits protect against unpaid rent and damage beyond fair wear‑and‑tear. They are held securely and returned after final checks.

Before you move in: Photograph your room and complete the inventory within 48 hours—this is vital evidence at move‑out.

What can cause deductions:

1. Unpaid rent/charges.
2. Damage (e.g., broken furniture, stains) beyond fair wear‑and‑tear.
3. Excess cleaning or waste removal; lost keys or fobs.

Refund timeline: Refunds are typically processed within 10–28 working days of keys returned and inspection signed off.

Disputes: You’ll receive an itemised statement. If you disagree, respond within 10 working days with photos and receipts; we’ll review or escalate to the deposit scheme ADR.

FAQs:

1. Q: Can my deposit cover final rent? → No, rent must be paid per schedule; deposit is reconciled after inspection.
2. Q: What is ‘fair wear‑and‑tear’? → Age‑related deterioration without negligence (e.g., slight carpet flattening).

Rent & Payment Issues

Overview: Rent obligations are defined in your licence/tenancy. This article covers how rent is calculated, how to pay, what to do if you fall behind, and how to evidence payments.

How charges are calculated:

1. Contracted amount (weekly × weeks in residence or termly blocks).
2. Optional services (e.g., en‑suite, parking) are billed separately where applicable.
3. Utility costs: included in most halls; metered in some private residences.

Payment methods:

1. Online card payment via SEID portal (fastest, instant receipt).
2. Direct Debit (Valid accounts): aligns with instalment plans.
3. Bank transfer: include your Student ID and Housing Reference in the narrative.
4. Sponsor payment (parent/employer/embassy): submit a Sponsor Letter so Finance can reconcile.

Scheduling & alignment to loans: If your student loan/bursary lands after the rent due date, raise a ‘Payment Timing’ ticket in the portal before the due date to arrange a short grace period.

Arrears & repayment plans: If you miss a due date, contact Accommodation Finance within 5 working days to set a plan. Non‑response triggers escalations and can restrict services.

Hardship support: You may qualify for short‑term hardship funds. Prepare bank statements (last 30–90 days), proof of loan delay/sponsor letter, and a brief impact statement.

Step‑by‑step: Making an online payment:

1. Go to SEID Portal → Accommodation → ‘Make a Payment’.
2. Select invoice(s), choose method, and confirm billing address.
3. Download receipt PDF; keep it with your records.

Evidence checklist:

1. Payment receipt/bank proof (date, amount, reference).
2. Correspondence with Finance about grace periods/arrangements.
3. Tenancy reference and Student ID on all communications.

FAQs:

1. Q: My loan arrives two days after rent is due—will I be fined? → Tell us in advance; we usually grant a brief grace period when evidenced.
2. Q: Can my sponsor pay directly? → Yes. Provide their details and ensure the payment includes your references.
3. Q: Can I split payments across two cards? → Yes via the portal—submit two transactions against the same invoice.

When to escalate: If a promised payment hasn’t appeared after 5 working days or you receive a ‘Notice of Breach’, raise an urgent ticket and phone Accommodation Finance.

Overview:

Paying your tuition fees on time is vital to maintaining your enrolment and accessing campus services. This article explores various payment options, important deadlines, and what to do if you're facing difficulties.

Detailed Information:

Tuition fees vary depending on your course, level of study, and whether you are a home or international student. Most universities provide online portals where you can check your fee status, make payments, and download statements.

Payment methods usually include:

- Online card payments

- Direct debit from a valid bank account

- Bank transfer from overseas (international students)

Some universities allow students to pay in instalments, typically split across terms. Always review your offer letter or invoice for official payment dates.

Consequences of Non-Payment:

Failure to pay tuition fees can result in:

- Late payment fees

- Restrictions on registration or module selection

- Withholding of results or transcripts

- In extreme cases, exclusion from the university

FAQs:

- Where can I see how much I owe? – Log into your student portal or finance dashboard.

- Can someone else pay on my behalf? – Yes, but the payment must clearly reference your student ID.

- What if I miss a payment deadline? – Contact the finance team immediately. They may offer extensions or revised plans depending on your circumstances.

Move Out & End of Tenancy

Overview: Ending well saves money. Clean thoroughly, return keys on time, and photograph your room after you’ve finished.

Notice & eligibility: Most contracts end automatically on the date shown; early release usually requires a replacement tenant or exceptional grounds.

Checklist (72–0 hours before you leave):

1. Defrost/clean fridge/freezer; wipe cooker, bathroom, and surfaces.
2. Remove all waste and personal belongings; recycle where possible.
3. Return furniture to original layout; repair minor wall marks if permitted.
4. Take dated photos of each room after cleaning.

Key return: Hand keys to Reception or use the drop‑box (sealed, labelled envelope). Late returns can incur charges.

Mail redirection: Set up with the postal service; we cannot forward mail long‑term.

FAQs:

1. Q: Can I leave items for next residents? → Only via approved donation schemes—otherwise disposal may be chargeable.
2. Q: Do I have to be present at inspection? → Not required, but recommended to discuss findings in real time.

Rent & Payment Issues

Overview: Rent obligations are defined in your licence/tenancy. This article covers how rent is calculated, how to pay, what to do if you fall behind, and how to evidence payments.

How charges are calculated:

1. Contracted amount (weekly × weeks in residence or termly blocks).
2. Optional services (e.g., en‑suite, parking) are billed separately where applicable.
3. Utility costs: included in most halls; metered in some private residences.

Payment methods:

1. Online card payment via SEID portal (fastest, instant receipt).
2. Direct Debit (Valid accounts): aligns with instalment plans.
3. Bank transfer: include your Student ID and Housing Reference in the narrative.
4. Sponsor payment (parent/employer/embassy): submit a Sponsor Letter so Finance can reconcile.

Scheduling & alignment to loans: If your student loan/bursary lands after the rent due date, raise a ‘Payment Timing’ ticket in the portal before the due date to arrange a short grace period.

Arrears & repayment plans: If you miss a due date, contact Accommodation Finance within 5 working days to set a plan. Non‑response triggers escalations and can restrict services.

Hardship support: You may qualify for short‑term hardship funds. Prepare bank statements (last 30–90 days), proof of loan delay/sponsor letter, and a brief impact statement.

Step‑by‑step: Making an online payment:

1. Go to SEID Portal → Accommodation → ‘Make a Payment’.
2. Select invoice(s), choose method, and confirm billing address.
3. Download receipt PDF; keep it with your records.

Evidence checklist:

1. Payment receipt/bank proof (date, amount, reference).
2. Correspondence with Finance about grace periods/arrangements.
3. Tenancy reference and Student ID on all communications.

FAQs:

1. Q: My loan arrives two days after rent is due—will I be fined? → Tell us in advance; we usually grant a brief grace period when evidenced.
2. Q: Can my sponsor pay directly? → Yes. Provide their details and ensure the payment includes your references.
3. Q: Can I split payments across two cards? → Yes via the portal—submit two transactions against the same invoice.

When to escalate: If a promised payment hasn’t appeared after 5 working days or you receive a ‘Notice of Breach’, raise an urgent ticket and phone Accommodation Finance.

Overview:

Paying your tuition fees on time is vital to maintaining your enrolment and accessing campus services. This article explores various payment options, important deadlines, and what to do if you're facing difficulties.

Detailed Information:

Tuition fees vary depending on your course, level of study, and whether you are a home or international student. Most universities provide online portals where you can check your fee status, make payments, and download statements.

Payment methods usually include:

- Online card payments

- Direct debit from a valid bank account

- Bank transfer from overseas (international students)

Some universities allow students to pay in instalments, typically split across terms. Always review your offer letter or invoice for official payment dates.

Consequences of Non-Payment:

Failure to pay tuition fees can result in:

- Late payment fees

- Restrictions on registration or module selection

- Withholding of results or transcripts

- In extreme cases, exclusion from the university

FAQs:

- Where can I see how much I owe? – Log into your student portal or finance dashboard.

- Can someone else pay on my behalf? – Yes, but the payment must clearly reference your student ID.

- What if I miss a payment deadline? – Contact the finance team immediately. They may offer extensions or revised plans depending on your circumstances.

Deposit & Refund Queries

Overview: Deposits protect against unpaid rent and damage beyond fair wear‑and‑tear. They are held securely and returned after final checks.

Before you move in: Photograph your room and complete the inventory within 48 hours—this is vital evidence at move‑out.

What can cause deductions:

1. Unpaid rent/charges.
2. Damage (e.g., broken furniture, stains) beyond fair wear‑and‑tear.
3. Excess cleaning or waste removal; lost keys or fobs.

Refund timeline: Refunds are typically processed within 10–28 working days of keys returned and inspection signed off.

Disputes: You’ll receive an itemised statement. If you disagree, respond within 10 working days with photos and receipts; we’ll review or escalate to the deposit scheme ADR.

FAQs:

1. Q: Can my deposit cover final rent? → No, rent must be paid per schedule; deposit is reconciled after inspection.
2. Q: What is ‘fair wear‑and‑tear’? → Age‑related deterioration without negligence (e.g., slight carpet flattening).

Overview:

Paying your tuition fees on time is vital to maintaining your enrolment and accessing campus services. This article explores various payment options, important deadlines, and what to do if you're facing difficulties.

Detailed Information:

Tuition fees vary depending on your course, level of study, and whether you are a home or international student. Most universities provide online portals where you can check your fee status, make payments, and download statements.

Payment methods usually include:

- Online card payments

- Direct debit from a valid bank account

- Bank transfer from overseas (international students)

Some universities allow students to pay in instalments, typically split across terms. Always review your offer letter or invoice for official payment dates.

Consequences of Non-Payment:

Failure to pay tuition fees can result in:

- Late payment fees

- Restrictions on registration or module selection

- Withholding of results or transcripts

- In extreme cases, exclusion from the university

FAQs:

- Where can I see how much I owe? – Log into your student portal or finance dashboard.

- Can someone else pay on my behalf? – Yes, but the payment must clearly reference your student ID.

- What if I miss a payment deadline? – Contact the finance team immediately. They may offer extensions or revised plans depending on your circumstances.

Maintenance & Repair

Overview: Report faults early—small issues become expensive quickly. Repairs are prioritised by risk to safety and habitability.

Priority categories & target response times (guideline):

1. Emergency (e.g., gas smell, major leak, electrical hazard): attend within 2–4 hours.
2. Urgent (e.g., no heating in winter, broken exterior door): within 24–48 hours.
3. Routine (e.g., dripping tap, squeaky hinge): within 3–5 working days.

How to report: Use the SEID Portal → ‘Maintenance Request’. Add photos/video, exact location (building, floor, room), and your availability.

Access & permissions: For emergencies, staff may enter without you present. For routine repairs, you’ll receive notice. Keep valuables secure.

Resident responsibilities:

1. Keep areas clean and free of obstructions for safe access.
2. Replace consumables where specified (e.g., bulbs in private lets).
3. Do not attempt DIY electrical/plumbing work—this can void coverage.

If a repair isn’t completed: Reply to the ticket referencing the job number; unresolved emergencies should be escalated by phone to Security/Accommodation.

FAQs:

1. Q: Can I book a specific time? → Technicians work in windows; note preferred times and we’ll try to accommodate.
2. Q: Will I be charged? → Fair wear‑and‑tear is not charged. Damage/negligence may be billed.