Frequently Asked Questions
We ask you to pay a Holding Deposit to secure your room. When your tenancy commences, the Holding Deposit will convert into a refundable Security deposit. All deposits are registered with TDS which is a government accredited Tenancy Deposit Protection Scheme provider. At the end of your tenancy a final inspection of your room will be carried out prior to your move out and if any deductions are required they will be discussed with you at this point. Assuming the room and its belongings are in the same condition as when you moved and you have provided your bank details within our Portal you will get your deposit back within 10 working days. If you cancel your room booking within 14 days of your Accommodation Offer then you will be entitled to a full refund. After 14 days, the Holding Deposit is non-refundable*. Please refer to our cancellation policy for full terms and conditions.
*not applicable for bookings made at properties in Scotland.
We only accept bookings if you are over 18, with the exception of properties in Scotland where you must be 16 or over. This is due to the legally binding tenancy agreement that every tenant is required to sign when living at CRM Students. We also can only accept people in full time education.
We do provide female only accommodation in some of our schemes but it is not guaranteed that this will be possible. Please speak to the site team to find out more information.
We are more than happy to accommodate groups as well as individuals. Where you’re not booking in a group, we understand your flat mates will be key to your experience so when you book as an individual, we will ask you a series of questions to help us to match you with the perfect flatmates.
Yes. It is your home so you are allowed to have guests visiting you.
Our standard office hours are between 10am – 5pm. Out-of-office hours are also supported by emergency contacts.
Absolutely! We want our community to suit you, so we won’t force you to come to our events – but you are always welcome. If you have your own suggestions for us – even better!
No – we do not advise you to bring your own electrical cooking equipment for health and safety reasons.
The students are responsible for their own rooms and communal kitchen within the flat. All other rooms and communal areas are cleaned by the site cleaner.
Smoking is not allowed within the accommodation, however there is a designated smoking area outside the building.
If you are having any issues please contact the Accommodation team in the first instance, we will do all we can to help. In exceptional circumstances it may be possible to move you; however we would look to resolve any issues with you all.
Drop us an email or pop into the office to let us know, our on-site Maintenance team will be able to deal with most things.
No pets are permitted under the term of the tenancy agreement.
Yes. Groceries can be delivered to the reception area, but you are to ensure that you are available to take receipt of the delivery. Delivery drivers are not to be given access to the flats.
Some of our accommodation include contents insurance with Endsleigh. By partnering with Endsleigh, the No.1 student insurance provider, we’ve arranged contents insurance for all our students staying with us in our residence at no cost to you.
It is important all students confirm their cover to ensure you understand what is and isn’t covered. Plus you’ll also be entered into a prize draw specifically for CRM Students Ltd residents, courtesy of Endsleigh!
Click here for the CRM / Endsleigh Check Your Student Cover page to check your policy details.
Visit the review cover link to:
- What is and what isn’t covered
- Key exclusions – where cover isn’t provided
- Policy excess – the amount you pay when you make a claim
- How to make claim
- Personalise cover
It is important to find out exactly what you are covered for, as you may find that the contents cover is not sufficient and you need to extend it to protect all of your possessions both inside and outside of your room.
In the light of the coronavirus (Covid-19), Endsleigh is making some change to your policy to support you in this uncertain time.
Below outlines the key changes we have made to your cover and how they will impact you and your students:
- Students leaving possessions inside their room
Endsleigh has waived their un-occupancy exclusion of 60 days. Your possessions will be covered under your policy for an unlimited period of time during the policy period.
- Students travelling home
If you are returning home then Endsleigh will cover your possessions against theft for up to £500 per bag. This protection is in place anytime a student has to do this during the policy period. Cover only applies within the UK.
- Providing storage for student possessions
Endsleigh will cover your possessions if you put these into storage. This includes all valuables up to the limits and perils on your policy certificate.
Yes, WiFi is included in your rent. You’ll also have a broadband connection in your room on your desk.
All students who wish to pay their rent by using an instalment plan are required to provide a qualified UK Guarantor. This provides us with the security and knowledge that the rent will be paid in full if you were to default on payment.
By agreeing to be a Guarantor you are signing a legal document stating that you agree to pay the rent and guarantee the behaviour of the resident if they default. Please do not sign this agreement if you do not wish to take on this responsibility.
Housing Hand provide a guarantor service for both International and UK students who do not have a suitable or qualifying UK guarantor.
Simply select the option of using Housing Hand as your guarantor during the CRM booking process or visit their website www.housinghand.co.uk to get a free quote and confirmation of eligibility in minutes. Once you complete Housing Hand application in full, they will send a confirmation to secure your room. If you need any further information, you can contact Housing Hand team for help via firstname.lastname@example.org or on +44 (0) 207 205 2625.
Housing Hand works in partnership with CRM to stand as your UK rental guarantor. CRM requires all students to have a guarantor if you are not able or willing to pay your rent in full for the year. If you choose the instalment plan option and can provide your own UK guarantor, providing they qualify, then you do not need to use Housing Hand. If you choose the instalment plan option and cannot provide a UK guarantor, then Housing Hand will be able to provide this service for you.
Housing Hand charges a one off fee that you will either pay up front at the start of your tenancy or monthly (if on a 12 month contract).
For students the fee will be between 60-95% of your monthly rent with the minimum price starting at £295 for 12 months cover. The exact cost depends on your personal details and several factors including the amount of your rent, you will be given a no obligation quote for the cost of the service on application.
Housing Hand charges a one-off fee that you can either pay up front before the start of your tenancy or in 8 instalments (if on a 12-month contract).
For students the fee will is 60% of your monthly rent with the minimum price starting at £295 for 12 months cover. The exact cost depends on your several factors including the amount of your rent, you will be given a no obligation quote for the cost of the service on application.
Yes you are entitled to cancel your booking but we will need you to provide proof for this.
Facilities and features can vary; typically you are provided with a bed, a study with a desk and a chair, bookshelves, wardrobe and plenty of storage. Bedding is not provided with each room as most of our students prefer to bring their own, however you can order bedding and kitchen utensils from our friends UniKitOut to be delivered to your room prior to your move in.
Most sites will be more than happy to arrange an airport pick up service for you. You just need to let us know your name, arrival date and time and your flight number, we’ll then arrange the transport for you. Please ensure you have enough UK Sterling to pay the taxi fare and check with your chosen property first.
It is possible but it depends on each scheme. We would advise you to check with the accommodation team before you make any arrangements.
Most of our sites offer summer stays. Please check with the accommodation team for further information.
Moving In & Out
You will need to bring a method of Identification with you to the accommodation, either a Driving License or Passport, a letter of confirmation from the University. We also need a passport photograph.
This depends on the scheme you will be living in. Please contact the accommodation team via the online contact form or email the site directly.
If you are travelling via car on move in day we will inform you in advance whether there’s a drop off bay on site for you to off load any suitcases or belongings, or we will send you the location of the nearest car park. It’s important to book your move in slot with us in advance so that we can make sure these resources are available to you on the day.
We understand that sometimes students will need to arrive outside of arrival hours. We ask for you to contact your Accommodation Team at the earliest possible opportunity to ensure that we can provide all the necessary information and ensure that we have got everything ready for your arrival. For example we need to ensure that we have received all relevant documentation, the booking fee and first instalment before we can move anybody in.
It might not be a manager who will be there for the check-in however the Accommodation Team will always aim to introduce themselves at the earliest opportunity so you know who they are.
Yes but you will still have to pay rent for the full length of your agreed tenancy, even if you no longer live at your accommodation.
Parents & Guarantors
In the event that something is broken or doesn’t work in any part of the accommodation, the student needs to report the issues to the accommodation office who will escalate it accordingly. We have CRM Student maintenance wizards that work full or part time on site depending on the property. They are there for the hour of need – replacing light bulbs, blown fuses, blocked showers etc. We do also work with local contractors for isolated issues. Your son/daughter will always be given at least 24 hours notice if a maintenance operative or contractor needs to access their room. We always offer for the maintenance operative/contractor to be escorted for the jobs entirety if necessary.
We know it can sometimes be unsettling when your son/daughter leave home for the first time, despite it being one of the proudest moments we understand it can be hard. As parents it’s natural to worry, we find a common one is our students not responding to phone calls or e-mails as quickly as they might have done at home. We always respect that all our students are responsible adults and are sensitive to respecting their privacy, however we appreciate that some situations can be distressing. We therefore always encourage all our parents to contact the accommodation team by phone or e-mail (details available on your relevant scheme page) if you have any concerns regarding your son/daughter. A member of the accommodation team will pop over to their room to give a friendly knock on the door to check everything’s okay. If there’s any reason why we aren’t able to support your concern we will always try to direct you to the appropriate department at the University/College.
We are proud to offer a postal service during office hours within our schemes. We always communicate the postal process to our students when they move in, however we will always make every effort to ensure that your daughter/son gets their mail safely. We always asks for students to inform the staff if they are expecting a recorded or special delivery for the site team to ensure that someone is available for the delivery. We also always ask for the student to bring some ID for when they come to collect the parcel. We recognise that the students can’t always come down themselves; we are flexible with friends picking up parcels however the student needs to contact the accommodation team to let them know in advance.
We cannot be liable for any direct, indirect or consequential loss arising from accepting mail on students behalf. Although we will make every effort to ensure the students get their mail safely, we will not be responsible if recipients fail to collect their deliveries, packages are stolen or damaged due to circumstances beyond the control of the accommodation team. We also are not responsible for packages that arrive outside office opening hours or when the accommodation team are out of the office. If the students don’t collect their mail within 4 weeks it will be returned to the sender.
When making a booking with CRM Students, we ask our students to pay a holding deposit. This is to secure the booking of their room. Once the tenancy commences, this holding deposit becomes a security deposit. It is held with the Tenancy Deposit Scheme, in England and Wales and My Deposits Scotland, in Scotland, both of which are independent deposit holders. The Security deposit will be refunded to the student in full at the end of their tenancy if there are no outstanding arrears or damages to their room and/or communal areas. For more information on cancellation or payment please visit the Payment Methods section.
We take booking preferences very seriously and take great pride in being able to accommodate these in most cases. There is a preference box on the booking form which allows the student to put any preferences they might have, for example friends they wish to live with, location of room within the building, same sex cluster flats. We always do our best to accommodate these preferences, if for whatever reason we can’t fulfil them we will always try to achieve one or two and notify the student if they aren’t possible.
Payments & Rent
CRM Students are a member of the Propertymark Client Money Protection Scheme. Please see the Membership rules, obligations and disciplinary for more information.
You only need to provide a UK-based guarantor if you wish to pay your rent in three instalments. You do not need to provide a guarantor if you’re paying the full annual rent in advance.
A guarantor is a person aged 18 or above who accepts joint financial responsibility for the tenancy and is liable to pay the rent if for any reason the student is unable to maintain payment of the rents as they fall due.
The landlord has the right to pursue the guarantor for recovery of outstanding monies – therefore, it is important that any guarantor understands their obligations
Rent can be paid in three instalments; typically these are around the same time student loans are paid out.
You can pay via Recurring Card, Direct Debit or via Bank Transfer. Cash and Cheques will not be accepted and will be turned away if presented at site.
Recurring Card payments can be selected at the time of booking and Direct Debit can be selected by the online portal. If an alternative method of payment is required, such as a bank transfer, or you wish to change your payment method, please contact the Accommodation Team directly for details.
There are no additional bills to pay. Our weekly rents include all costs – utilities, WiFi, and access to all of our communal areas including Management Office, Private Dining areas etc.
Students do not have to pay Council Tax, but the council must be informed that you are a student and apply for exemption as this does not automatically happen. It is the responsibility of every student to apply for exemption, your University/College or accommodation provider* cannot do this for you, though we can help you!
*With the exception of Edinburgh College Residences.
Safety & Security
At CRM Students, we want you to feel safe and secure at all times. We understand how important safety and security is to students when it comes to choosing a place to live. That’s why we’ve taken every effort to ensure that we provide the best services so that our students can thoroughly enjoy living with us. We have 24 Hour CCTV Cameras installed in all of our buildings, internally and externally. Secure Key Fob Door Entry & Bedroom Door Locks. There are also locks on all private bedrooms and out-of-hour security is there to support the community if you have any security concerns, ensuring your security and safety.
All of the properties that CRM Students manage have been specifically designed to be used by students. These properties have benefited from significant changes in fire safety, building regulations and coherent fire and management strategies. We have extensive fire safety systems in place in all the buildings that CRM Students manage. We are also audited by our own internal team, as well as external consultants, on a regular basis to validate, and if necessary update, our extensive fire safety systems, policies and procedures. Further information can be found on our Fire Safety at CRM Students page.
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