Frequently asked questions

Yes, a deposit is required when you sign your tenancy agreement. This is a standard procedure to secure your booking and protect against any potential damages or arrears.

The deposit amount depends on the type of room you book:

• En-suite Room: £150 deposit
• Studio Room: £200 deposit

The deposit is taken at the point of signing the tenancy agreement. You’ll be prompted to pay securely through the system you’re using (StuRents or Concurrent).

Once you’ve signed and your Cloud Student Homes representative countersigns the agreement:

• Your deposit is officially protected with Total Property (MyDeposits), a government-approved tenancy deposit protection scheme.
• A deposit protection certificate is issued confirming your deposit is held securely.

Your deposit certificate is automatically uploaded to your account:

• If you used StuRents or Concurrent, log in to your account.
• Go to the Files section — the certificate will be stored there for you to download or view at any time.

Yes, you’ll typically receive a confirmation email or system notification once your deposit has been protected and the certificate has been issued.

Absolutely. Cloud Student Homes protects every qualifying deposit through MyDeposits, ensuring compliance with legal standards and tenant safety regulations.  For further information please see the MyDeposits website; https://www.mydeposits.co.uk/tenant/

Once your tenancy ends and you’ve checked out:

1. A room inspection will be carried out by Cloud Student Homes.
2. Any deductions for damages, cleaning, or missing items (if applicable) will be communicated to you.
3. Your remaining deposit, if due, will be released via Total Property (MyDeposits).

You will receive an email directly from Total Property (MyDeposits) with instructions to claim your returned deposit. Make sure your contact details are up to date in your account.

If you experience any issues or delays in receiving your deposit, please contact Total Property (MyDeposits) directly for assistance or via the email info.custodial@mydeposits.co.uk

For full support on MyDeposits please see their website directly; https://www.mydeposits.co.uk/support/

After your time with us at Cloud Student Homes I am sure it will be difficult to leave us behind!

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.

You will need to ensure that your room (and kitchen) is left clean, tidy and free of waste.  All of your items need to be removed, with the room left in the same condition that you found it

You simply then will need to sign at Reception to say that you have left

You will need to check with the onsite team in advance of your checkout, usually the check out time is 14:00

Once you have left your room and checked out you should have taken all of your items with you, therefore all the items left behind are disposed of without liability.  You must ensure that all of your items are taken with you.

Your deposit will be returned to you within 30 days of the end of your tenancy, if there are any deductions then you will be alerted to this.  You will be contacted by the DPS to arrange the return.

Following your departure the onsite team will conduct an inspection of your room and communal areas, they will check this against the check in inspection (and inventory form completed).  If there are any issues or damages then they will then contact you with information on damages and charges.

No.  We are not able to store any items following your departure so you will need to take them all with you, or organise for a storage company to assist

If you have rebooked for next year however your current tenancy ends before the beginning of your next tenancy, then you will need to speak to the onsite team to have a summer short stay tenancy to fill in this gap.

Yes most likely you will be, the inventory form is sent out so that you can add any issues when you move in.  The onsite team also do a full inspection of the rooms prior to your arrival.

Please do speak to your onsite team if you have any questions

Cloud Student Homes does charge for damages in the rooms and communal areas.  In the kitchen this is a shared space with shared responsibilities and unless one person takes full responsibility (and therefore the full charge), then this will be split between all people in the cluster.

You are required to pay your rent in line with your tenancy agreement, however if your student finance does not align with your 4 instalment option, then please contact your accommodation team directly who will be able to assist you further.

If you do not pay your rent, then Cloud Student Homes follows a 3 stage debt process*, therefore we recommend that you speak to your accommodation team in the first instance if you are having any financial issues before these proceedings begin.  Your University does also have financial aid for students experiencing financial difficulty and it would be advisable to speak to them directly.

*The Cloud Student Homes 3 stage Debt Process includes (but is not limited to); contact with your guarantor, legal proceedings against you and your guarantor, CCJ’s, adverse credit and finally Section 8 Notice leading to eviction.

When access is required the onsite property team will give you prior notice.

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

As a part of your tenancy you will have inspections 3 / 4 times a year, these are organised by the onsite team who will give you prior notice. 

All of the images on our website show the representation of the rooms and room types in the accommodation, and are for marketing purposes only.  Your room will have the same fixtures, fittings and equipment although it may be in a slightly different set up or layout.

With Cloud Student Homes you truly are home, therefore your guests are more than welcome to stay over with you.  We would ask that you let both the onsite team know, and also take into consideration your flatmates.  Guests are able to stay for a maximum of 3 nights, for further information please speak to your accommodation team.

You are solely responsible for your guests, and you would be liable if they cause any complaints or damage.

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 – we will be using Parcel Tracker to log and inform you of your parcel arriving – here we are able to ensure your parcel is carbon neutral for the ‘last leg’ of its journey

We can only hold your parcels for 14 days before we must return them, as we have very limited space to store items

You will need to ensure that your post is labelled correctly;

YOUR NAME, YOUR ROOM

ACCOMMODATION NAME

1^ST LINE OF ADDRESS

CITY

POSTCODE

This information is available from your tenancy agreement, or in your welcome pack

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

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), and deposit 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

We provide all the basic furniture that you will need for your stay with us, including bed, desk, wardrobe etc. Bedding, bath, and kitchen items aren’t provided in the rooms; you must bring those yourself. We’ve teamed up with Student Essentials to streamline your move-in process.

Pre-order essentials like bedding and kitchen supplies for a seamless arrival and get £5 Discount on the first order and free delivery with our discount code: Cloud. https://studentessentials.co/?ref=cloudstudenthomes

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 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.

When you have registered for your course at your chosen University you will need to speak to your ‘Student Services’ team to get your ‘Council Tax Exemption Certificate’.  This should be presented to your accommodation team within 7 days of your registration, without this you will be liable for your Council Tax payments.