FAQs

FAQs

Here you will find all of our frequently asked questions. To make this section easy to use we’ve planned it out based on our student accommodation. Choose a property from the dropdown list below and the FAQs relevant to that property will be displayed.

General information

Making a complaint

Downing Students endeavours to provide exceptional service at all times and will strive to resolve complaints at the earliest point.

  • Downing Students will respond to all complaints in a professional manner. All complaints will be resolved promptly and we will endeavour to reach a satisfactory conclusion for both parties.
  • If you are unhappy with our service or the manner in which we have dealt with any issues you can contact us by reporting the matter to the Halls Manager or by writing to Downing Students at 5 Myrtle Street Liverpool L7 7DN.
  • We will send acknowledgement within 2 working days. Full details of our complaints procedure can be found in the T&Cs and in the student online induction.

Do I need a TV Licence?

Yes, you will need a TV Licence. Anyone in the UK watching or recording television as it’s being broadcast or simulcast on any device – including mobiles, laptops and PCs – must, by law, be covered by a valid TV licence. Buying a TV Licence is your own responsibility and is not included in your rent.

Do I need insurance?

Contents insurance is free and is provided by Endsleigh Insurance. You can take a look at the policy terms and conditions and find out what’s covered here. Any enquiries about contents insurance must be directed to Endsleigh on 0330 3030 280.

Moving in

How do I order a bedding or kitchen pack?

You can order kitchen and bedding packs online to be delivered direct to your accommodation. Visit UniKitOut.com where you’ll be able to order from a range of essentials packs to suite your needs. The range of packs include bedding, linen, towels, cooking equipment, crockery, cleaning and stationery. You will need to allow time for delivery so place your order as soon as possible!

Remember to use discount code ‘DOWNING10′ at checkout to receive 10% off your order.

Note: Double bedding is suitable for all 3/4 beds. You can find your specific bedding measurements in the FAQ section ‘What do I need to bring?’

Moving out

Can I store belongings at the property if I am returning next year?

You will need to discuss this with the reception team as it will depend on when your current tenancy ends and the new one begins, and whether someone else will be staying in your room over the summer.

We normally advise students to contact a storage company in the area if they cannot keep their belongings in their room.

How do I return my keys?

You can return your keys to reception in person or you can post them through reception’s post box in a key return envelope which you can collect from reception. Please make sure the keys are labelled with your name, room and flat number. If the keys are not returned you will be charged for a replacement key and fob.

You may return your keys before the end of the tenancy, this will not constitute the termination of the agreement and tenants will waive their right to return to the property, to access the accommodation or request keys at any time prior to the end of the tenancy.

My booking information

Is there a cooling off/ cancellation period?

CANCELLATION POLICY

  1. An ‘Academic year’ covers the period 1st September to 31st August.  Provided you haven’t collected the keys to the accommodation, you may be able to cancel your booking by writing or sending an email to us at info@downingstudents.com, subject to the following terms:

APPLICATIONS MADE/COMPLETED BEFORE 30TH NOVEMBER 2020

    • For bookings made before the 31st July for the next ‘academic year’ you may cancel your booking within 48 hours from accepting the terms of the agreement and completing the tenancy on line. If you chose to cancel your booking with Downing Students during the cancellation period we reserve the right to retain £50 from the Security Deposit paid in lieu of costs incurred
    • For Bookings made between the 1st and 31st of August for the next academic year you will not be able to cancel. (Please refer to the Re-let policy / ‘No Place, No Pay’ policy)
    • Bookings made in and for the current academic year may not be cancelled once the terms of the tenancy have been accepted and the agreement completed (Please refer to the Re-let policy)
    • Failure to complete the Agreement: In the instance where a deposit is paid and the offer of accommodation is declined i.e. the tenant fails to manually or digitally sign a Tenancy Agreement, we reserve the right to retain £50 from the Security Deposit in lieu of costs.

APPLICATIONS MADE/COMPLETED ON OR AFTER 30TH NOVEMBER 2020 **

    • For bookings made before the 31st July for the next ‘academic year’ you may cancel your booking within 48 hours from accepting the terms of the agreement and completing the tenancy on line.  If you chose to cancel your booking with Downing Students during the cancellation period we reserve the right to retain the Holding Deposit in lieu of expenses incurred
    • For Bookings made between the 1st and 31st of August for the next academic year you will not be able to cancel once you have accepted the terms of the agreement and competed the tenancy online. (Please refer to the Re-let policy / ‘No Place, No Pay’ policy)
    • Bookings made in and for the current academic year may not be cancelled once the terms of the tenancy have been accepted and the agreement has been completed (Please refer to the Re-let policy)
    • Failure to complete the Agreement: In the instance where a holding deposit is paid and the offer of accommodation is declined i.e. the tenant fails to manually or digitally sign a Tenancy Agreement, we reserve the right to retain the Holding Deposit in lieu of costs incurred.

Subject to the cancellation periods stated above once you have signed your tenancy agreement you will be legally bound by the terms stipulated in your tenancy document.

** Note: cancellation terms may vary if you booked on our free cancellation offer. Full terms and conditions here.

  1. Once the Cancellation Period has expired or if you have collected the keys for your accommodation you will be legally bound by the terms and conditions of the Tenancy Agreement and will be liable to pay all the amounts due. You cannot terminate, or be released from your Tenancy, until such time that you have successfully re-let your room (see Re-let Policy). Please note that a room can only be re let at the higher of the rent specified on the tenancy agreement and the current prevailing rent. This may not necessarily be the same as the rent specified on the outgoing tenant’s agreement.  Any outstanding amounts on your account must be paid in full prior to the landlord agreeing to re let your room.  You are not permitted to sublet your room; all rental agreements must be made through Downing Students. In order for Downing Students to re let your room you must complete a Re let form and administration charges will apply.
  1. No Place No Pay: Provided you have not collected your keys the following will apply: –

If your offer of a place at your preferred/current University/Higher Education Institution is withdrawn by the University/Higher Education Institution as a result of you not achieving their required entry grades or passing your end of year exams, you may be eligible to be released from this agreement. You may also be eligible to be released from this agreement if you are a prospective first year undergraduate student and you choose to go to a different University because you have exceeded your expected grades. To apply to be released from this agreement in the circumstances referred to above, you will need to supply us with a copy of:

    • a written rejection letter from your chosen university /college or UCAS or a screen shot of your UCAS status which confirms that the required results were not achieved; or
    • a copy of the proof of acceptance of your new university by UCAS adjustment.

These document(s) must be received by us within 7 calendar days from the date your results are published or by 1st September (which ever date is the sooner). Please email the documentation to info@downingstudents.com. On receipt of the required documentation it will be verified and, provided we are satisfied, we will cancel your agreement and refund your deposit in full.

  1. If you cannot get a VISA to study in the UK: Provided that you have NOT collected the keys, and you have evidence in writing that your application has been refused, we will release you from the tenancy and refund the deposit, provided that you send this evidence to us within 1 week of your notification.

If the Tenancy has already commenced, and you have NOT collected your keys, you will be charged for the period from the ‘Tenancy Start Date’ to the date you send us with evidence that you have not been granted a VISA, provided that we receive the evidence in writing within 1 week of your notification.  If you have moved into the accommodation prior to your Visa application being declined you will be responsible for the rent until we can find a student to rent your room.

  1. Summer Let Cancellations:

Summer cancellation request made more than two weeks before the summer tenancy start date:

    • May be cancelled if evidence is provided to support reason for cancellation (e.g.no summer course, unable to meet conditions of offer etc)
    • In the case where the summer let is cancelled by Downing the Holding Deposit will be refunded
    • If customers want to cancel and are unable to provide supporting evidence to support the reason for the cancellation / they have changed their mind the Holding Deposit paid will be held in lieu of costs incurred

Summer cancellation requests made less than two weeks before the summer tenancy start date cannot be cancelled

  1. Re-Let Policy:

Kindly note that our tenancy agreements do not allow you to sublet rooms.  Any customers who want to re-let their room need to complete the relevant ‘Re-let form’. If you require this form, please request it by email from your site team.

Any customers who are re-letting the previous tenants room need to compete the relevant tenancy agreement and be a full-time bona fide student who is acceptable to us.

An ‘Academic year’ covers the period 1st September to 31st August.

For bookings made before the 31st July for the next academic year

    • If you chose to Re-let your room, Downing Students will charge you £50 for costs incurred.  Downing Student reserve the right to deduct this amount from any credit balance on the account or the Security Deposit if applicable.
    • Re-lets cannot be for a section of the tenancy, must be for the full period of the tenancy.
    • Finding replacement tenant is your responsibility. Downing students will assist however please note we would prioritise direct available rooms.
    • Re-let is complete only when new tenant has signed their tenancy agreement and is outside their cooling off period.
    • Refunds will be processed when agreed and in line with the DPS / LPS

For Bookings made between the 1st August and tenancy start date for the next academic year.

    • If you chose to Re-let your room, Downing Students will charge you £50 for costs incurred.  Downing Student reserve the right to deduct this amount from any credit balance on the account or the Security Deposit if applicable.
    • Re-lets cannot be for a section of the tenancy, must be for the full period of the tenancy.
    • Finding replacement tenant is your responsibility.  Downing students will assist however please note we would prioritise direct available rooms.
    • Re-let is complete only when new tenant has signed their tenancy agreement and made their 1st rent payment.
    • Refunds will be processed when agreed and in line with the DPS / LPS

For Bookings made in and for the current academic year.

        • If you chose to Re-let your room, Downing Students will charge you £50 for costs incurred.  Downing Student reserve the right to deduct this amount from any credit balance on the account or the Security Deposit if applicable.
        • Re-lets must be for the full remaining term of the tenancy and for a minimum period of 8 weeks and to a full-time bona fide student who is acceptable to us.
        • Please note 48 hours are required between old tenant departing and new tenant arriving. Re-letting tenant is liable for this period.
        • Finding replacement tenant is your responsibility. Downing students will assist however please note we would prioritise direct available rooms.
        • Re-let is complete only when new tenant has signed their tenancy agreement and paid any fees due.
        • Refunds will be processed when agreed and in line with the DPS / LPS

Payments

How can I pay?

Downing Students accepts payment by Mastercard and Visa debit and credit card, and Western Union.

All amounts due must be paid in UK Sterling.

Interest will be charged on late/overdue payments at 3% above the base rate of The Bank of England.

The online system is asking me to 'PAY NOW'. What does this mean?

Don’t worry. By clicking on ‘Pay Now’ you are only submitting your details to the Card Processing Centre’s secure payment gateway. Payments will only be taken on the dates that have been specified.

How do I change my payment details?

If you need to change your card details please telephone +44 (0)151 707 4398 and ask for our Accounts department. You will need to allow at least 3 working days (i.e Monday to Friday) for any requested changes to be processed.  Please ensure that you have all the relevant information to hand when calling.

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