Frequently asked questions
We understand that things don't always go exactly to plan. We're here to help. Take a look at some of our answers to common questions we're asked below; or if your query can't be answered here, don't hesitate to reach out to us.
Bookings
Yes. Especially for international students.
Yes! Thanks to the Leap Guarantor Waiver, you can book accommodation without a UK-based guarantor — ideal for international students or anyone preferring not to involve family or friends.
No extra fees — it’s included in your rent.
Enrolment is automatic when you select this option.
Instalment Guarantor options;
Via the Concurrent portal. You’ll receive a link to:
- Upload ID (passport) and student ID/offer letter
- Pay your deposit
- Sign your agreement
You can book your accommodation through:
Contact: info@cloudstudenthomes.co.uk
Check In
Unfortunately not. We recommend arranging a third-party storage and delivery service.
All rooms include a bed, desk, wardrobe, and basic furniture
Rooms do not include:
- Bedding
- Kitchenware
You can order both via Student Essentials if needed (link on website)
Yes. Your property team will email you. Let them know to help us ensure your check-in is as smooth as possible.
No. You must present ID and collect your key in person.
Check Out
Unfortunately, items left in rooms after check-out are disposed of.
No. You will need to arrange external storage if needed.
Only if you have a summer short stay tenancy, or a summer storage contract to cover the gap between contracts. Speak to your team.
You will likely be charged. Always complete the inventory form thoroughly at check-in.
Damages are charged. Shared kitchen items are split unless one person accepts full responsibility.
You should:
- Clean your room and kitchen
- Remove all personal items
- Sign out at Reception
Usually 2:00 PM — confirm with your onsite team.
You must check out before your tenancy end date.
You can leave early. Please ensure you are signing out at Reception, speaking to your Accommodation team, or using the check out form emailed to you before your check out date.
Check-In
Within 7 days of registering at your university, submit it to your onsite team.
You will be emailed with guidance after check in on how to get your Council Tax exemption certificate from your relevant University. Please note that without submitting this you will be liable for Council Tax
For further information on Council Tax and what defines a full time student please follow the link
From the start date of your tenancy — you don’t need to arrive that day, but your room will be ready.
Deposit and Rent Payments
In the event of non-payment of rent:
- You won’t be able to check-in or collect your keys until payment is cleared
- Our 3-stage debt process triggers
- Guarantor is contacted (if applicable)
- Legal action is taken (including CCJs, Section 8)
- This will affect your credit history
Facing payment issues? Contact your site team early.
Universities may offer hardship support.
1.Go to Concurrent Portal
2.Log in with booking email
3.Go to My Account → Payments
4.Choose payment method and complete payment
5.Ensure status shows “cleared”
When is rent due?
Your first rental instalment is shown in your tenancy agreement and on your payment schedule (available on your Concurrent account). Your first rent payment must be cleared before check-in — no keys or access without it.
Payment Methods & Times
| Payment Method | Processing Time | Details |
|---|---|---|
| Debit/Credit Card | Up to 5 working days | Use Concurrent web version — fastest option |
| UK Bank Transfer | 3–5 working days | Include name/reference for matching |
| International Bank Transfer | 7–10 working days | Allow extra time during holidays |
| Direct Debit (UK) | Up to 15 working days | Setup time ~10 days, then 5 days to process |
| EBIXCASH (Indian Students) | Up to 15 working days | Requires document submission, start early |
Tip: Avoid the mobile app — use the Concurrent web portal for fastest processing.
Paying via EBIXCASH (for Indian Nationals)
- Funds are transferred to HDFC Bank
- EBIXCASH will request:
- Aadhar and PAN cards (you + parent)
- Passport and UK visa
- University offer letter
- Tenancy agreement
- Completed EBIXCASH payment form
- Include Cloud Student Homes’ bank detailsStart early — process may take up to 15 working days
- En-suite Room: £150
- Studio Room: £200Paid at the point of signing your tenancy agreement via Concurrent
Once signed by you and co-signed by us: - Deposit is protected via MyDeposits (Total Property)
- You’ll receive a Deposit Protection Certificate and email confirmation
During Your Stay
Speak to your team ASAP. If unpaid:
- A 3-stage debt recovery process begins
- Guarantors will be contacted and legal action may follow
Universities offer financial aid — seek support early
You’ll be informed in advance of any access needs for repairs or health & safety.
3–4 times a year. You’ll receive prior notice.
Rooms may vary slightly in layout, but all have equivalent furnishings.
Yes, up to 2 nights within any 14 day period.
Let your onsite team and flatmates know beforehand. You are responsible for your guest.
Use this format:
YOUR NAME, YOUR ROOM
ACCOMMODATION NAME
1ST LINE OF ADDRESS
CITY
POSTCODE
Parcels are signed in by staff using Parcel Tracker and are stored for a maximum of 14 days
If discovered within 7 days of check-in, use the inventory form. This will be sent to you via email following your check in.
During the year, use the MyCloudStudent app. You must give access permission for fixes.
Repair Timscales:
- Priority 1 (Emergency) – Within 24 hours
- Priority 2 (Urgent) – Within 5 working days
- Priority 3 (Non-Urgent) – Within 28 days
MyCloudStudent App
- Submit Maintenance Requests – Quickly report issues and track progress directly in the app.
- View Tenancy Information – Check your tenancy dates, payment status, and deposit information.
- Get Notifications – Receive real-time updates from your onsite team, including parcel arrivals and inspection notices.
- Access Check-in/Check-out Support – See your move-in and move-out instructions, reminders, and requirements.
- Live Chat & Help – Get in touch with your accommodation team through in-app messaging.