Frequently Asked Questions

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.

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.

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.

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.

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).

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.