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.
Check Out
Unfortunately, items left in rooms after check-out are disposed of.
No. 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.
Likely to be charged. Always complete it thoroughly at check-in.
Damages are charged. Shared kitchen items are split unless one person accepts full responsibility.
- Clean your room and kitchen
- Remove all personal items
- Sign out at Reception
Usually 2:00 PM — confirm with your onsite team.
By 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.
During Your Stay
Speak to your team ASAP. If unpaid:
- 3-stage debt recovery process begins
- Guarantors contacted, 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 3 nights
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 signed in by staff using Parcel Tracker
Stored for 14 days max
- Within 7 days: Use the inventory form – this will be sent to you via email following your check in
- During the year: Use the MyCloudStudent App
- Give access permission for fixesRepair Timscales:
- Priority 1 (Emergency) – Within 24 hours
- Priority 2 (Urgent) – Within 5 working days
- Priority 3 (Non-Urgent) – Within 28 days
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.
Check In
No. We recommend arranging a third-party storage and delivery service.
Yes. Your property team will email you. Let them know to help streamline your check-in.
No. You must present ID and collect your key in person.
Deposit and Rent Payments
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
Paid at the point of signing your tenancy agreement via Concurrent
Once signed by you and co-signed by us:
MyCloudStudent App
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