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All Accommodation FAQs Arrival & Move-in Information Deposit & Refund Queries Disability & Medical Requirements Emergency Accommodation Maintenance & Repair Move out & End of Tenancy Rent & Payment Issues
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Frequently Asked Questions

Find answers to common questions about our services.

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).


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).


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