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.
Answer – If rent is unpaid your account will fall into arrears and you, and your guarantor if applicable, will receive formal debt chases in line with our debt collection procedure. This will result in legal action being taken if the rent due remains unpaid which may result in a county court judgement in your name.
Answer – Whilst we understand the frustration all students must be feeling as a result of the most recent National Lockdown, a legally binding tenancy agreement has been signed. This means full rental must be paid when due and early termination of your contract can only happen if a replacement student is found to take over your room (see link for cancellation policy provided in the first question of this section of the FAQ). We are also aware that Student Finance is still being paid as normal so this will assist you with ensuring your rent is paid on time and in full.
Private student accommodation providers, like Cloud Homes, are also very different to the accommodation offered directly by Universities. ANUK/Unipol (the student accommodation standards and accreditation) have clarified the difference between the University Campus and privately run halls:
Please also note that Student accommodation providers are very different from universities: their only income comes from rents whereas in a University accommodation is not the main business and most universities are keen to stress that on-line teaching, resources and assessment continues and they continue to receive their main source of income in the form of academic fees. Also, important to remember that for many landlords in off-street housing, this is their only asset and pension so important not to batch them together with unscrupulous money-grabbing landlords.
Although we understand it must be incredibly frustrating to not be allowed to study within your university, Cloud Student Homes are still able to fulfil our obligations to you as a tenant. The accommodation is available for you to live in and full Covid-19 procedures are in place within your building to ensure this can happen safely.
Answer – Cloud Student Homes do not own the buildings we manage. We are managing agents operating on behalf of individual landlords across the country. Private student accommodation providers, like Cloud Student Homes, are also very different to the accommodation offered directly by Universities. ANUK/Unipol (the student accommodation standards and accreditation) have clarified the difference between the University Campus and privately run halls:
Student accommodation providers are very different from universities: their only income comes from rents whereas in a University accommodation is not the main business and most universities are keen to stress that on-line teaching, resources and assessment continues and they continue to receive their main source of income in the form of academic fees. Also, important to remember that for many landlords in off-street housing, this is their only asset and pension so important not to batch them together with unscrupulous money-grabbing landlords.
Answer – If you have lost your job as a result of this current lockdown we require evidence in the form of a recently dated letter/email from your employer confirming that they can no longer offer you work and have not furloughed you as a result of the recently announced lockdown. Once we have receipt of this your site manager will be happy to discuss a payment plan with you to help you manage your rent payments during the lockdown. It is important to note that we cannot offer any discounts in rent and the full amount must still be paid in full by the end of your contract.
The same procedure will apply if you are financially reliant on a family member who has lost their job as a result of this lockdown.
Answer – Our terms and conditions allows students to cancel/amend their tenancy fewer than 7 calendar days before your AST start date without incurring a penalty. We will not be able to accommodate changes to your contract start date if this cooling off period has ended and rent will be due as per your contract. If you wish to cancel at this stage then you will need to find a replacement tenant (please refer to the full cancellation policy for terms and conditions of this).
Answer – A legally binding tenancy agreement has been signed by you and so you are contractually obliged to fulfil all terms within this agreement (a copy of this for your review can be found on your Sturents account). This includes the payment of rent as and when due. If you wish to be released from your contract, you must find a replacement tenant to take over your room however for full details of our cancellation policy on our Terms and Conditions, Section 4.
During My Stay
Within 7 days of your arrival you will be sent an inventory form to complete, any issues that you may find can be reported on this to the property staff – they can then look into getting these issues rectified for you.
If you have any issues during the year, then you can log these via the StuRents App, this lets the property team know about any issues – please remember they will need access permission to get this sorted for you!
Maintenance issues will be completed;
Priority One – Emergency repairs – are completed, and or made safe, within 24 hours of a report of a defect
Priority Two – Urgent Repairs – are completed within five working days of report of the defect
Priority Three – Non-Urgent Repairs – are completed within 28 days of a report of a defect
You will need to ensure that your post is labelled correctly;
YOUR NAME, YOUR ROOM
1ST LINE OF ADDRESS
This information is available from your tenancy agreement, or in your welcome pack
Our team are more than happy to assist you with this, you will need to agree to us signing for your post when arriving. We will take in your parcels, store them safely and let you know when you have an item to collect – when collecting you will need to make sure that you have your ID with you!
We can only hold your parcels for 14 days before we must return them, as we have very limited space to store items
You are solely responsible for your guests, and you would be liable if they cause any complaints or damage.
Regular maintenance and health and safety checks are required throughout the building, if regular access is required to your communal areas then you will be informed either in your welcome pack or on the noticeboard in your kitchen
Your latest check out date is the end date of your tenancy. You are able to leave prior to your tenancy end date, you will just need to sign at Reception to inform the onsite property team that you have left and do not intend on returning.
Please do speak to your onsite team if you have any questions
You simply then will need to sign at Reception to say that you have left
You can make a booking with us through;
Online booking by clicking ‘Book Now’
Through an Agent
Via our onsite teams
For further information then please contact us on firstname.lastname@example.org
The tenancy agreements are sent out to you via our tenancy portal StuRents. You will be emailed with a link to your agreement where you will be asked to upload your ID (passport) and student ID (this can be your offer letter), and then simply sign!
If you have a UK guarantor then you are able to choose between 4 or 9 instalments, if you do not have a guarantor then you will need to pay in full and prior to your arrival
If you are an international student and unable to pay via Direct Debit or card then we are able to offer the option of a bank transfer. Please note that many banks charge a ‘transfer fee’, and you will need to ensure that the money sent will need to cover both the fee and the full rental payment.
If you are wishing to pay via bank transfer you will need to contact your onsite team for their bank details – if in doubt then please email email@example.com
We do not provide additional items for rooms or kitchens, however if you are wishing for items to be provided for you (at an additional cost), then you will need to discuss this with the onsite team – if in doubt then please email us on firstname.lastname@example.org
Your room is cleaned, prepared and ready for you from the start of your tenancy with us. You do not have to check in on the start date of your tenancy agreement, but your room and the team will be there to help you!
Once your tenancy has been completed and co-signed you will be looking to move to the next step – moving in! you will need to ensure that your first instalment (or full payment if you are paying upfront) is paid before you will be able to check in. You will need to bring your ID with you too!
No. You have to be able to present your ID and sign for your key yourself, even if you are going to be late you need to be present to check in
You will be sent an email from your property team asking for this information, this is so they can prepare for your arrival and have someone available to check you in faster after your journey – we do recommend that you let us know
We provide all the basic furniture that you will need for your stay with us, including bed, desk, wardrobe etc. We do not provide bedding, linen or kitchen items – if this is something that you are wanting us to organise for you for your arrival, you will need to contact us directly on email@example.com a minimum of 28 days prior to your arrival (additional costs apply).
We are not able to store any items prior to your arrival as we will be in the process of getting your room ready for you! – you can always organise a store service who can store and deliver any items to the property on your behalf.
Cloud operates in cities across the country.