Frequently Asked Questions

Booking A Room

How do I book a room?

Book a room with us in 3 simple steps,

  • Step 1: Choose your city, accommodation site, contract length and room type here
  • Step 2: Complete your application (which creates your dwell portal account). Sit back and let our Sales Team find you the perfect flat!
  • Step 3: Log back onto your portal account, accept your Room Offer and sign your E-Contract.

Take a peek at our properties before you book by completing our enquiry form or by giving our friendly Sales Team a call on +44(0)161 200 5560.

But if you can’t make it, don’t worry – our website has pictures, 360 tours and details to help give you a better idea of what to expect!

How do we allocate rooms?
When you ‘Submit’ your application, our Sales Team will look through your application, check to find you the best room available and send you a ‘Room Offer’ email.

Please note that although we will always try to meet your preferences, we can’t guarantee that we can meet them all.

Can I live with my friends or specify preferences for my flatmates?

Of course! Just state your friend’s names on your application, with them doing the same too. You can also say if you have a preferred gender or year of study for your flatmates.

We’ll try our best to meet your preferences but it’s not always guaranteed and is subject to availability.

What payments do I need to make when applying?

When applying to live with us, there are no fees to pay. This makes it easier for you to book your perfect dwell room!

When do I pay my tenancy deposit?

Once you sign your AST (contract), you will be asked to pay a tenancy deposit which will be protected with My Deposits.

The deposit amounts are as follows:

£200 for all sites, except for Castle Gate Haus where you are required to pay a £300 deposit, and for 121 Princess Street where the deposit is £500.

Is my deposit protected?

Once you have paid your tenancy deposit, we have 30 days to protect this under a Tenancy Deposit Scheme. The scheme dwell use is called My Deposits.

You will receive an email from My Deposits on how to activate your account with them, ready to claim back the deposit at the end of your tenancy  (you can only claim back the deposit as long as there’s no damage to your room/flat and there’s no outstanding payments on your account).

What is a guarantor? Do I need one?

If you’re paying ahead for the full year, you don’t need a UK guarantor.

However, if you wish to pay your rent by instalments, you will need a UK-based guarantor who is aged 21 or over and in full-time employment. They’ll also need to annually earn at least 3 times your total rent amount, or be a homeowner.

Your guarantor must agree to pay the rent should you default on your payment. Providing a guarantor is common practice in the UK and provides us with the security and knowledge that the rent will be paid in full and on time.

If you cannot provide a qualified UK guarantor, you can contact Housing Hand to provide you with the Guarantor Service. Housing Hand specialises in dealing with International Students who cannot provide a Guarantor in the UK. To find out more, visit Housing Hand

Is the student population diverse?
Here at dwell, we embrace equality and diversity. We promote a culture of equality and fairness for all and ensure our employees are aware of the Equality and Diversity Policy, and their responsibilities under it towards our students and their visitors.

We want to make a home for our students that is free from discrimination, harassment, victimisation and bullying.

Can I live with you? Do you accept students in different years of study?

To stay with us, you have to be a student aged 18 years or over by your contract start date, and be in full time study at a U.K university or college  (full time is considered studying for at least 21 hours on your university/college campus).

You can book with us whether you hold a conditional or unconditional offer.

However, please be aware of our cancellation policy prior to booking should your place at university not be confirmed.

Can I view the accommodation before applying?
Of course! In fact we encourage you to come and have a look around. We may not be able to show you your exact room, but you can see the show flats we have available at each site. All you need to do is call the Sales Team on 0161 200 5560 or use our online viewing form here.

We also have lots of pictures and even 360 degree photos of different rooms on our website as we understand our students are from all around the world and it’s not always easy to visit the site!

Can you tell me what’s in the contract I would be signing?

When accepting a room with dwell you will need to sign an AST (assured shorthold tenancy). If you would prefer to see the contract before applying this isn’t a problem – dwell AST

What are the schedule of charges mentioned in the contract?

You can view our schedule of charges here

Before you Arrive

What is included in my rent?
All-inclusive utility bills, Wi-Fi and contents insurance are all included in your rent!
How and when do I pay my rent?

We offer two rent method options:

Option 1 – Full Payment; Pay in full by the 1st of August and get money off your rent! 2% discount – Manchester, Liverpool, Bristol and Nottingham, and 5% discount- Newcastle.

Option 2 – Pay in 3 different Instalments; September, January, and April – you can view the exact payment dates in your contract (this may be the best payment option for those looking to pay your rent using your student loan). Please note that to apply to pay by instalments, you must provide a UK-based guarantor who is aged 21 or over and in full-time employment. They’ll also need to annually earn at least 3 times your total rent amount, or be a homeowner.

How can I find out who I’m living with?
Curious about who your flatmates will be? We unfortunately can’t give out names but you can find out who is living at your site on our Facebook and Twitter pages.
Can I change my contract once I’ve signed it?

If you want to change things like your room type, contract length or anything else, just get in touch with us on 0161 200 5560 or email us.

We can then let you know if your request is possible, and if so, what the next steps would be.

Can I bring my pet?
You’ll unfortunately have to leave your beloved animals at home – we have a no pet policy across all of our sites.

Checking In

When can I move in?

You can move into your room from the date your contract starts, only if you have paid your correct rent amount and provided all documents. If you’re unsure of when your contract starts, your contract can be viewed in your portal account’s ‘Messages’ section. If you wish to move in early please contact us

What do I need to bring with me?

We already provide some of the essentials but to see what things to bring with you, check out our accommodation checklist here.

Can I store luggage at my site?
Due to us getting your room ready for when you arrive, we will not be able to store any luggage at any of our dwell sites. You will be able to move your belongings into your room once you have collected your keys.
Are there any documents I need to bring with me?

You need to have provided all documents to support your room booking before you can check in. If you are unsure if you have already done this, or need to speak to someone about it, please call the team on 0161 200 5560 or email us.

Other than that, you will need to bring a form of photo ID with you so you can collect your keys – we just need to know we’re handing them out to the correct person!

What if I’m arriving out of office hours?
If you think that you’ll be arriving out of office hours, you will need to speak to your site team – their contact details will be listed in the arrival pack you’ll be informed about via email nearer the start of your tenancy. Each site has different out of office services so you will need to speak to your site directly about it.
Where do I get my keys from?
You will collect your keys from your site’s reception, unless otherwise stated by your site or Sales team.
Can I park my car when unloading my things?

We do have car parks at most of our sites but to find out if your site does include one, please contact the office on 0161 200 5560.

On contract start dates, parking your car is free – parking at any other time will incur a charge. Please contact your site team for full costs and details.

How do I get from the airport to your site?

Make sure you book airport transfers in advance. If you prefer to take the train, look out for the stations that are closest to you:

MSV: The nearest train station is Oxford Road, a 5-minute walk from us.

MSV South/ The Grafton: The nearest train station is Oxford Road and then hop on a bus just outside the Palace Theatre. Look out for bus routes 41, 42, 43, 142, 143, or 157. After 10 minutes, get off at Whitworth Park and take a short 2-minute walk to our halls.

Cathedral Campus: The closest train station is Liverpool Lime Street. From there, we’re a 5-minute taxi ride away.

Castle Gate: Nottingham train station is just a 10 minute walk away.

Garth Heads: Your nearest station is Manors which is a 2 minute walk to the site

Hotwells House: The nearest train station is Bristol Temple Meads, you can get a taxi from outside which will take 10 minutes

What can I expect when checking in?
It will be busy, so please be patient with us. We’ll try to keep the queues short as we check everyone in. To keep you going, there will be light refreshments in all site receptions.

For a quicker check-in, let us know when you are coming, so we can gauge the number of students as well the times of arrival, to ensure our sites are staffed correctly.

Top Tip: make sure you don’t unload your car until you have your keys. Or you could be waiting with all your belongings in the queue.

Living at dwell

How do I stay connected with others?

A great way of staying connected is staying social! We have different social media accounts which helps to keep you up to date with what’s happening at your site. These include Facebook, Twitter, Instagram, and YouTube.

We also have dedicated Facebook groups set up for each individual site so that you can get to know one another before you move in. See below for your site’s group:

Will there be any events happening at my site?

We’d love all of our residents to get to know one another and make lifelong friends! As a way to help this, we have a Residential Life team who are always trying to find the next best thing to make your stay more enjoyable – this includes holding fun and exciting events throughout the year!

Please keep an eye out on our social media accounts and around your site for details.

If you have any event suggestions, the Residential Life team would love to hear them. You can reach them at: wecreate@dwellstudent.co.uk

If I have any queries about my stay, who can I speak to?
Our friendly Accommodation Teams are always there should you need someone to talk to. You can either pop down to the office or speak to them, or they’re only a phone call away – just use these details
Can I have guests staying over?
Of course! You can have any one guest staying overnight for 2 nights in any 7 day period – they must be signed in and out at your reception.
Is there any security on site?

Your safety is our priority so all of our properties are equipped with security cameras.

Our Manchester Student Village site has 24/7 security, whilst MSV South and The Grafton have mobile patrols to ensure you’re safe at all times. You can also contact the Manchester security team out of office hours on 0161 200 5540.

If you’re a resident at our Weston Court sites and need to speak to someone out of office hours, you just need to call the normal office number, 0161 441 0635. Our out-of-hours team will be able to help you with any queries.

Our Cathedral Cathedral site has a 24-hour security presence, which is provided by the Cathedral’s security team. You can contact them on 0151 702 7260.

Garth Heads and Hotwells House have mobile security patrols to cover our sites when the office is closed.

Do I need to pay for contents Insurance?

From the 1st September 2020, we have partnered 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.

For further details on what insurance we provide, please visit Endsleigh Insurance

Is there Wi-Fi at my site?

Of course! The Wi-Fi is included in your rent. Your internet connection is provided by Glide. Need some more information about this service, click me

Do I need to purchase a TV license?

If you’re watching or recording programmes on TV or any device, you must have a TV license. It is against the law to not have one – if you caught without a license, you could be charged up to £1000.

If you have booked one of our rooms in which we provide you with a TV in the lounge, we also provide the TV license for it. You do however still need a TV license if you’re watching/recording TV if you’re in any other area, such as your bedroom.

For everyone else, you will still need to purchase a TV license.

Where can I park my car? Is there bike storage?

We do have car parking and bike storage at most of our sites, please call us on 0161 200 5560 to check if your site provides these facilities. Please note that you will need to pay to use a car park space – please contact your site team for full prices and details.

How do I receive parcels and post at my site?
We’ll sign for your parcels at your site’s office during working hours, but your letters will be delivered to your flat/house door by Royal Mail. To check out your site’s working hours, please contact them directly.

We can only sign for parcels on your behalf if the parcel has your name and your flat/room number on it. Therefore when ordering items online, please make sure you provide the shipper with your full name and room number. Parcels without full details will not be signed for.

After we sign for your parcel, you’ll receive an email notification from us – please bring along your photo ID when collecting parcels at the reception.

Where can I do my laundry?
We have laundry facilities at most of our sites, but please contact your site directly for more information. Where we do provide laundry onsite, we work with our laundry partner Circuit to ensure that our rates are competitive.
Communal Cleaning in my flat

The communal areas of your flats are your responsibility. All landlord areas will be cleaned by us on a daily basis.

If you are lucky enough to live with us at Garth Heads, Newcastle you will get your communal flat areas cleaned for you every two weeks at no extra cost.

Will I have to pay for the damages?

We want to make your stay with us as enjoyable as possible. Our on-site maintenance team will attend to your requests (See our repairs and maintenance policy).

We don’t charge for “fair wear and tear” of our properties or fixtures. However, if something gets damaged through abuse or misuse, we’ll repair or replace the item and will charge for doing so.

The behaviour of guests is the responsibility of the tenant who has welcomed them into the property. Any charges that result from a guest’s behaviour will be charged to the respective tenant. If there’s a charge that applies to the shared area within a flat and we’re unable to establish the responsibility, the charge will be shared between all of the flat’s tenants. All charges will be applied to your account and payment will be due within 30 days of this date.

For further details please see our list of all our schedule of charges.

This list is not exhaustive, and we reserve the right to charge for items not mention.

Electrical Equipment?

When using electrical equipment on your site please follow some simple rules

  • Only use electrical items purchased from the UK
  • Do not overload sockets
  • Do not leave items plugged in unattended
  • Do not use kitchen appliances in your bedroom

It is your responsibility to ensure that the electrical items brought on to the site are safe and free from defects. Do not use any appliances that are broken, have frayed or exposed cables, are showing signs of overheating or dangerous or loose connections.

On inspection, if our team finds any appliance that would be deemed unsafe, this appliance will be removed.

Moving Out

I want to leave before my contract ends. What shall I do?

If you’re looking to move out before your contract ends, please read through our cancellation policy. It will outline what you need to do next.

Can I stay at my site until my contract end date?
Yes, of course you can! All students are allowed to stay with us until the last day of their contracts. On the last day, rooms must be vacated, and keys handed to reception by 10am. All residents will have their room/flat inspected within 7 days of their contract end date.
Can I store my belongings in my room over summer?

If you have a summer booking with us and we have received your payment and signed contract, then you can keep your items in your room throughout the summer.

We don’t allow students to leave items in their rooms over the summer if they have not confirmed a summer stay with us.

Any items left in a room after a contract end date will be removed and stored for 7 days. After which, all items will be removed and given to charity or disposed of.

Do I get my deposit back?
For those sites where a deposit payment has been made, all deposits will be returned as long as the room is left in the same condition from check-in.

All deposits should be returned within 10 days of the contract ending. Any deposit disputes should be sent in writing to the site manager.

Do I have to pay for the damages?

We want to make your stay with us as enjoyable as possible. Our on-site maintenance team will attend to your requests (See our repairs and maintenance policy).

We don’t charge for “fair wear and tear” of our properties or fixtures. However, if something gets damaged through abuse or misuse, we’ll repair or replace the item and will charge for doing so.

The behaviour of guests is the responsibility of the tenant who has welcomed them into the property. Any charges that result from a guest’s behaviour will be charged to the respective tenant. If there’s a charge that applies to the shared area within a flat and we’re unable to establish the responsibility, the charge will be shared between all of the flat’s tenants. All charges will be applied to your account and payment will be due within 30 days of this date.

For further details please see our list of all our schedule of charges.

This list is not exhaustive, and we reserve the right to charge for items not mention.

Summer Stays

Where Can I Book?
Summer stays are available in Liverpool, Manchester and Newcastle, with a large variety of rooms on offer. We welcome all bookings from large groups to single stays!

dwell summers sell out fast so we recommend you book your stay early to avoid missing out on our amazing prices.

What Summer Stay Can I Book?

I just want a summer stay – no problem, most of our sites offer summer stays for 6 weeks starting from the 1st of June and ending the 28th of August.

I am a current resident who needs a summer booking – Great news, we’ll be more than happy to find a room for you! The best option for you is to book a 7-week stay which will start from the date your current contract ends (10th July for most) and will take you right through to the 28th of August.

I have a booking for September 2021 and need a summer room – Brilliant, let’s get your dwell journey started early, your best option is to book a 7-week stay which will start on the 19th of July (for most sites) and will take you right through to the 4th September (when most Sept 21 contracts start)

If you are the ultimate dweller and are living with us now and have re-booked for September 2021 and need a summer stay also, we’ve got you covered! Most of our sites will be able to allocate your summer stay requirement. You will need to book the 8-week stay which will start when your current contract ends and take you right through to your new contract.

How Do I Book?
It couldn’t be easier to book a summer stay with dwell, we like to keep things simple!

If you are a current resident or have a booking for September 21, all you need to do is log back in to your dwell portal and make a new booking for summer.

If you are new to dwell, you will need to register with us (takes 2 minutes) and then make your booking.

We don’t charge any applications fees for our summer stays to make things that bit easier.

Extensions & Early Arrivals?

If you are a current resident or new arrival for September and you need to add on some extra nights to your dwell booking, that’s no problem we are more than happy to help.

Need an extension? No problem, you can extend your stay with us up to 2 weeks after your contract ends (for most sites) if you are on a 44-week contract with us. All you need to do is fill in our extension form telling us the date you need your room till.

All completed forms must be emailed to your site teams who will confirm with 2 working days if we can accept the extension request. We try our best to allocate all extension requests however at times this may not be possible. – Extension Form

Need an early arrival? If you are wanting to dwell with us earlier and need a room earlier than your contract start date we will try to accommodate you at most of our sites. All you need to do is fill in our early arrival form, send it to your site email address and await confirmation of booking (please allow 2 working days for our site teams to get in touch). With all early arrival requests we do try to accommodate all students, however, we do have to say no to some requests. You will be notified via email if we are not able to accommodate your early arrival request.

Paying for My Summer Stay

If you have accepted a summer stay and are ready to finalize your booking, it’s simple to make your payment.

Our terms are simple, once you have accepted your summer stay with us you must pay for your stay within 5 days. Failure to pay for your summer stay may result in your booking being cancelled and we will sell the room to another student for summer.

Our summers usually have a waiting list of students wanting a room, so to be fair to all we need the payment for your stay to be confirmed. No Payment = No Summer Stay

You can make your payment in three ways;

  • Online – via your dwell portal
  • Over the phone/ at the reception – we accept most major credit & debit cards
  • Bank transfer – if you want to make a bank transfer please contact your site for bank details. Once you have made your payment please confirm this via email with proof of payment as on occasions payments can take a number of days to be processed by banks
Paying for Your Extension/Early Arrival

If you’ve booked an extension or early arrival you will need to pay for your booking within 5 days of receiving confirmation from your site team that we can accommodate your additional stay.

Failure to pay for your additional stay may result in your additional booking being cancelled

You can make your payment in three ways;

  • Online – via your dwell portal
  • Over the phone/ at the reception – we accept most major credit & debit cards
  • Bank transfer – if you want to make a bank transfer please contact your site for bank details. Once you have made your payment please confirm this via email with proof of payment as on occasions payments can take a number of days to be processed by banks
My Summer Stay Contract

Your summer stay booking will only be confirmed once you have signed your e-licence online and have made full payment for all rent due.

The licence you are signing online is a licence for occupation.

Sample Licence