Frequently Asked Questions
Booking & Payment
When should I book student accommodation?
As soon as possible! You can never be too prepared when looking at student accommodation options. urbanest wants to help you find the room that is just right to start you on your university journey.
Is it too late to apply for student accommodation?
It is never too late, provided there is still rooms available. However, as you can imagine the rooms are available on a first come first serve basis, so once the rooms are full, they’re full! So book yours today.
What should I think about when looking at uni accommodation?
There are lots of things to consider when looking at potential student accommodation. You want to make sure that the rooms available are comfortable, safe, offer a good environment to study and come with all the features and amenities you will need.
Distance to your university building, transport links, local bars, entertainment venues and so on are also essential.
Each urbanest location page lists all of this information for you.
Is it possible to choose my room?
Yes, you can select the type of room you want in the property of your choice whilst in our booking system. If there are any specific requirements you have or would like to discuss, please get in touch with our team.
When is the best time to book student accommodation?
We suggest that once you have decided to stay with us, to book as early as possible so you are able to get first pick. We highly recommend that if you’re planning to share with friends to book in advance as spaces will fill up and it will be hard to group you together.
How do I book student accommodation?
We take bookings on our website which is fast and easy, at any of our 8 accommodations (Hoxton, Tower Bridge, King’s Cross, St Pancras, Westminster, Vauxhall, Victoria and newly opened City).
Alternatively please feel free to call us on +44 (0)207 042 7890 and we will be more than happy to assist you.
How to apply for univeristy accommodation
Simply visit the urbanest booking engine now to search the room availability for all of our properties.
How much do I need to pay to book?
To confirm a booking, we require a payment of 1 weeks upfront rent and then you can pay the rest in instalments.
Will I get this back?
No, the upfront rental payment gets applied to your first rent instalment – meaning you don’t need to wait around for a deposit refund.
What form of payment do you take?
urbanest accepts payments made by credit/debit card or bank transfer. There is no charge when paying with a credit or debit card. Additional fees on bank/wire transfers will depend on your bank so check with them beforehand. We take either forms of payment, as long as it’s not cash/cheque.
Do you get a student loan for accommodation?
That completely depends on your circumstances. Whatever form of payment is easiest for you will be fine with us. Please speak to our team for more information.
What if I change my mind about my booking?
Please check out our cancellation policy at: https://uk.urbanest.com/cancellation-policy/
When will I receive the tenancy agreement?
Our tenancy agreements are all online – meaning no paperwork! The online tenancy acceptance has the same legal weight as a paper tenancy so you don’t need to be concerned. You can access your tenancy at any time by logging into your account portal once you have a confirmed booking with us.
When can I move in to student accommodation?
All tenancy dates are available to see at the time of booking. However feel free to get in touch with us if you require an earlier arrival, we will see what we have available.
What is included in my rent?
The rent covers your room, use of the communal facilities, all utility bills such as electricity, hot water and heating, and contents insurance cover. It also includes your 200mbps broadband and WiFi connection.
Are my possessions insured in my room?
Yes – we work with Endsleigh Insurance to provide a full contents insurance package for you. Please feel free to read the cover to see what is covered. You can also increase your cover (for bicycles, musical instruments or belongings you’re using at university) by following this link
Do you need a TV Licence at university?
Every household or apartment in the UK must have a TV licence if they intend to watch live TV.
Does student accommodation have WiFi?
We provide up to 200Mbps connection to each room with unlimited downloads. A fair and acceptable usage policy applies.
Do students have to pay council tax?
Students are exempt from council tax, so no, you do not have to pay it. You will however have to provide us with a Council Tax Exception letter, which you can get from your university’s admin department in the first few weeks of the Autumn term.
Who can be my guarantor?
The guarantor needs to be someone over the age of 21 who is in full-time employment, either based in the UK or based in your home country. Your guarantor could be your parent or guardian; however it cannot be yourself or another urbanest resident.
I don’t live in the UK and don’t have a UK bank account – what should I do?
You can pay your rent by credit card or transfer the amount of rent to our client account, please contact the accommodation team for details. When you arrive in the UK we advise you to open a bank account.
How many instalments do you pay for student accommodation?
We offer 3 instalment types: Fully Upfront, Three Instalments and Ten Instalments. The first instalment always needs to be paid 14 days before the tenancy begins.
Is student accommodation paid monthly?
Dates will depend on the type of contract you are on, when you are completing the booking link, all the dates and amounts will be on the booking link.
Living at urbanest
Do you offer a cleaning service?
Yes we offer a cleaning service should you wish to have you room or flat cleaned. This is provided through our cleaning partner Cabenco. We would recommend enquiring once you receive your online booking information or have moved in, as prices vary depending on the cleaning frequency and the type of flat.
Is there a curfew?
No, there is no curfew at urbanest, your secure access fob allows you to enter and leave whenever you wish.
Can I have a party in the student accommodation?
If you want to have a party with your flatmates please feel free to! We would ask that you please remember to keep noise to a level where it doesn’t disturb others, and to respect your neighbours.
Can people stay over in univeristy accommodation?
We do permit guests for our residents, but reserve the right to limit numbers for the wellbeing and safety of all residents.
urbanest will continue to review our guest policy and should the current Government guideance on Covid-19 restrictions change, we will amend our guest policy accordingly.
We thank all our residents for their support in keeping everyone safe.
Can I move rooms once I have moved in?
During the Covid-19 situation room moves are limited to help keep our residents safe & comfortable.
If you are unhappy with your room we will try to accommodate you. This is subject to availability and price. If you swap rooms with another student you must inform the accommodation team immediately.
Can I cancel my room?
Please check out our cancellation policy page here https://uk.urbanest.com/cancellation-policy/
Can you live in student accommodation without being a student?
urbanest buildings are designed as student accommodation and so we can only accommodate full-time students.
Is there a car park?
It’s very hard to park in London as there are congestion and parking fees, however we are very close to public transport links.
Can I bring my bicycle?
Of course! We have a storeroom where you can store your bike. You will however need to bring your own helmet and bike lock to keep your bike secure when not in use.
Can I smoke in my room or in the building?
urbanest properties are non-smoking buildings. If you are caught smoking or tampering with smoke/fire detectors you will be liable for a charge as it’s against the law.
If I vacate the property over the university holidays do I need to move my possessions out?
No. During the term of the tenancy, the room is for your use only and you will only need to move out your belongings on the tenancy end date.
What is needed for student accommodation?
All the rooms are fully furnished but you will need to bring your personal belongings including bedding (sheets, duvets, pillows), towels, table wear, cutlery, cleaning products (mop & broom), toaster, kettle, and cooking utensils.
It’s worth mentioning that it isn’t always necessary to buy all the kitchen items yourself if you’re staying within a share flat. That way you don’t end up with 5 kettles and no space for everyone’s pots and pans. You can chat amongst yourself when you all arrive or join our Facebook group for yourself and speak with your future flatmates and plan who’s bringing what.
How secure is my room?
Each room has an electronic swipe fob entry/locking system to ensure that your belongings are safe.
How secure is the building?
urbanest buildings are ‘Secured by Design’ certified, which means they have reached not only a minimum standard of physical security – the doors, locks, windows, lighting, alarms etc. – but also when the layout of the development hugely reduces the opportunity for crime.
Can I give my key to someone else to use while I’m away?
Your tenancy agreement states that you should not share your key with anyone else. This is to ensure our residents safety. If you’re away for a period of a time please let a team member at reception know, in case you receive any parcels that need storing.
Who do I contact if I have an emergency or problem?
You will need to contact the on-site accommodation team or the emergency services, depending on the problem. Details of all contacts will be supplied to you in your tenant handbook when you first check-in.
What is the cost of the laundry?
The washing machine costs £2.80 and the dryer is £1.90 (These prices are subject to change).
Feedback and Complaints
How do I make a suggestion or pass on feedback?
We are committed to providing high-quality service across all functions of urbanest; from front-of-house staff to the maintenance team on-site. Should you have any suggestions on how we can make things even better, you can simply let us know at urbanest.com/feedback – a member of the team will review your suggestion and get back to you with what we will do within a few days.
What if I need to make a complaint?
Unfortunately, sometimes things go wrong, and we hope you never have cause to complain, but if it does we need you to tell us about it. This will help us to improve our standards. How do I do this? Please contact us in writing in the first instance by e-mailing firstname.lastname@example.org with the following information: – Your name – Contact details such as telephone number and email address – Details of your complaint – Details of actions you have already taken, or anyone you have already spoken to What will happen next? A member of the urbanest team will reply within 24-hours to acknowledge your complaint, with information on when someone will respond your complaint. We have up to 7-days to respond to your complaint. What if I’m not happy with the outcome of my complaint If you feel our onsite team have not dealt with your complaint correctly then you can contact the Director of Operational Strategy in writing at; Urbanest, 101 St Martin’s Lane, WC2N 4AZ.
Urbanest is also a member of the National Code, if Urbanest’s internal Complaints process has been followed without a satisfactory outcome you can contact the National Code to lodge a complaint, further details are available at: https://www.nationalcode.org/
What is the tenancy agreement?
The tenancy agreement is a legally binding document between the landlord (owner) and the tenant (you). It sets out clearly defined rules of the building and the obligations of the Landlord and Tenant. This is useful because if there are any disputes, both the Landlord and Tenant will refer to the Tenancy Agreement.
How long is a university accommodation tenancy agreement?
Our tenancy agreements are for 51-weeks.
However, some shorter tenancies can be offered at times, where availability allows. Please call for further details.
When do I move into student accommodation?
You will need to book a check in time in advance of arriving, you can do this through the online check in portal
Can I extend my tenancy?
If you would like to extend your tenancy you must notify urbanest as early as possible to ensure your room has not been let to someone else. Bookings happen early every year, so we recommend you rebook early to avoid disappointment.
Can I vary the tenancy period?
Once you have signed your tenancy agreement you cannot shorten the tenancy period.
If you need to make a change due to Covid-19 please contact us to see how we can help.
Can I sublet my room (e.g. let through Airbnb)?
No – the tenancy you have signed prevents you from subletting your room. If you are considering leaving your room early, please notify the property management team in the first instance.
Can I change the tenancy move in date?
No, but you can move in any time after your Tenancy Agreement starts, just drop us an e-mail to email@example.com and we can notify the team of your arrival.
Is my partner allowed to live with me whilst at university?
If you have a studio apartment and would like to discuss a shared tenancy please contact the team onsite, where possible we can arrange this for you at no additional cost.
For the safety and comfort of all our residents we do not permit shared occupancy within rooms in shared flats.
Can I cancel my tenancy agreement?
Please see the relevant cancellation policy below.
The 2023-24 cancellation policy can be found here.
COVID-19 related questions
Can I use the Gym at Westminster Bridge, how will you make sure it is COVID-secure?
The gym has been fully refurbished and expanded. To apply for a membership, simply log on to your urbanest portal and use the orange widget to sign up.
Membership will be £7/week for the 2023/24 academic year.
The Pool has re-opened from 8am – 8pm daily. Please be aware that the sauna will remain closed for the time being.
Can I use the fitness room at urbanest Hoxton?
Our fitness room is open and free to use! To help ensure a safe environment we ask that there is a maximum of 2 residents using the room at a time.
What do I need to do if I need to self-isolate or quarantine?
If you are asked to self-isolate, or feel you need to, please return to your room and contact us as soon as possible on +44 (0)20 7042 7890 so we can help and support you.
Our team will talk you through all the support available to you and provide tips on how to stay safe & comfortable during your self-isolation.
What if something in my room needs fixing when I’m self-isolating?
You can log maintenance via your resident portal. The Maintenance team will then arrange a time to fix the fault once it is safe to do so.
If it is an emergency (e.g. a leak) you can call the self-isolation number +44 (0) 207 042 7890, and press the extension 3. We’ll attend right away to resolve the issue, following all the required safety guidelines.
What should I do if someone in my flat is self-isolating?
To help keep you safe urbanest manages each flat as a ‘Household’. This means if someone in your flat needs to isolate we’ll help let everyone know what to do.
You can help by following basic hygiene rules, checking in on your flatmate (through a closed door) and following social distancing guidance.
Am I allowed guests in my room?
We do permit guests to join residents, and would ask numbers to be kept to a minimum.
urbanest will continue to review our guest policy and should the current Government restrictions ease we will amend our guest policy accordingly.
We thank all our residents for their support in keeping everyone safe.
Can I cycle to university instead of using public transport?
Yes! Depending on availability we do have a selection of bikes available which are free to hire on a yearly and termly basis, just ask the team at reception for a sign-up form.
What are the important numbers in the UK?
For urbanest contact: +44(0) 207 042 7890
For emergencies call 999.
For NHS Direct 111 (medical non-emergency questions).
If you need to report something to the police call 101 (for non-emergencies).
Is the building Covid-19 safe?
urbanest is committed to supporting our residents, employees and communities by acting in a responsible manner and following expert advice from Public Health England to minimise the risk of infection being spread. As always, urbanest continues to work closely with our university partners to support each resident’s specific study needs.
We implemented and improved our processes to ensure all our buildings meet the UK Governments COVID-Secure requirements.
Do I need to book a slot for check in?
Yes, this information we be e-mailed to you within our pre-arrival campaign. Your check-in time will become available closer to your check-in date. Keep a look out for our e-mail which will alert you to book your allocated slot.
If I don’t upload all my documents in advance, will I still be allowed to check in?
If you haven’t provided your photographic ID or guarantor information in advance of checking in, we will ask you to send these to us prior to you being able to check in.
Unfortunately, if you have booked a check in time, but not uploaded your documents we may need to ask you to wait until there is an available time to check you in.
Is my country in the list of compulsory Quarantine on arrival in the UK?
The list of countries where you need to quarantine on arrival is changing regularly, we will let you know if you need to quarantine on arrival and how we can help you during this time.
We also recommend that you check the UK Government website before you travel: https://www.gov.uk/guidance/coronavirus-covid-19-travel-corridors
Can we visit other people’s flats in the building?
Unfortunately we are unable to permit residents to visit other flats currently.
Each flat within the building is defined as a ‘Household’ under UK Government current guidance you are permitted to have 1 other household visit as any time. You also still need to adhere to social distancing.
Therefore, to keep everyone safe we ask that you meet other flats in one of our Covid-Secure communal areas not in your flat.
What should I do if I lose my key ?
If you lose your key fob, please let the team at reception know immediately or, if you’re currently away, please e-mail firstname.lastname@example.org. We can then cancel your key fob and issue you a new one, there will not be a charge.
As soon as you use your new key fob the old key fob will stop working, so it’s very important you notify us as quickly as possible.
When are the urbanest team on-site?
We have team members onsite 24/7 to help keep you safe and answer any questions you may have. Please feel free to contact us at reception anytime, alternatively you can speak to our Customer Service and Customer Accounts teams via email, live chat or by calling +44 (0) 207 042 7890 Monday – Friday 9am – 5:30pm.
Can I get a guest key for my friend/ family member?
Except in exceptional circumstances we are unable to provide keys for friends or family members. If it is an emergency, please contact the team at reception who will be happy to help.
How safe is the electronic key system used on my door?
Each key is specifically programmed to each of our residents. This will only allow access to your room and the communal areas (Meaning you cannot access the corridors of other residents).
For times when you do not want to be interrupted, there is a deadbolt on every room door that can be locked from the inside.
Whilst urbanest have their own key to provide access in an emergency, every use of this is automatically logged to give you peace of mind.