A

Accounts

How do I open a bank account?

There are many banks to choose from including:

• National Westminster
• Barclays
• Royal Bank of Scotland
• Santander
• HSBC
• Lloydstsb

All of these provide a similar service and offer student bank accounts, typically with interest free overdrafts of varying levels. It is worth comparing what each bank offers to ensure you're getting the best deal - all tend to offer deals to attract new customers like vouchers, cash back and electronic goods so it's worth shopping around. All of the banks provide a full service of products including credit cards, overseas cash transfers, cheque cards, and savings accounts.

Take a full range of identification with you to open your account. At minimum you should take:

• Passport
• Drivers Licence
• Proof of address (this can be a utility bill or lease agreement for your shared accommodation, student apartment etc.)

It will then take a couple of days for the bank account to open and for you to be able to begin using the account. Ideally, you should look to open an account prior to arriving at University so you are not left short. Alternatively, ensure you have a credit card available to cover initial expenses when you first move in.

If I'm an international student can I open a bank account in the UK?

Yes. Just ensure that you take a full range of identification with you. At minimum you should take:

• Passport
• Drivers Licence
• Proof of address (this can be a utility bill or lease agreement for your shared accommodation, student apartment etc.)

For overseas students it can sometimes be helpful if you can provide a letter from your overseas bank which often has a relationship with one of the major banks listed above and can provide a recommendation. Otherwise, all the same opportunities are open to you as UK customers.

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Bills

What bills do I need to pay?

All utility bills, personal contents insurance, super fast broadband & Wi-Fi are included in the rent. At selected sites TVs are included in cluster flats and studios. Where this is the case, we will have already paid the TV license so there is no need to worry about paying it. However, if you choose to bring your own TV then you will need to pay for the license yourself which costs £145.50 and is payable in full or in monthly instalments of £24 or quarterly instalments of £37. For more information visit www.tvlicensing.co.uk

Bedding

Is bedding included with the room?

No. But a duvet and pillow plus covers can be purchased in a bedding pack from us on arrival. Please order one before you arrive if you need one to be certain we can provide one. Please view the Bedding Pack here.

Booking

How do I book?

We are only able to accept online bookings through our website. This is a simple and secure process.

How far in advance do I need to book?

We can't predict demand and so the answer is that you should book as soon as you've decided our accommodation is for you! Once you have paid your deposit of £350 then your room is secured.

What's the latest I can book?

As late as there is still a room available. Our website will be regularly updated in terms of availability.

What happens if I want to cancel my booking?

The first thing to do is let us know as soon as possible. The nature of the circumstances/reason for the cancellation will be considered at the time.

Can I Defer to the Next Academic Year?

It is possible to defer your booking to the next academic year once you have paid the Holding Deposit of £350, however an administration fee of £100 will be applied. Deferrals must be requested prior to 25th August. Requests after this date will be at the site management's discretion and therefore not guaranteed. Please contact the site staff to arrange this.

Can I Transfer My Booking to a Different Student Castle?

If you have made a booking at Student Castle in one city and decide to move to a different Student Castle then this may be possible depending on availability. Your Holding Deposit will also be transferred but an administration fee of £100 will be applied. Please contact the site management of your original booking to arrange this. Please note that we are unable to guarantee an equivalent room type if you transfer your booking.

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Cancellation

Can I cancel my contract once I've paid my £350 and signed the tenancy agreement?

Signing the agreement forms a legally binding contract that means you accept the offer of accommodation and therefore the liability of the rent. It also means that without express permission in writing from you we cannot rent the room out to a different tenant. It is legally your room for the duration of your tenancy. If (under special circumstances only) you want to cancel your tenancy agreement, we at Student Castle will try and find a replacement tenant but this cannot be guaranteed and you shouldn't rely on that. If we do obtain a new tenant for your room the new tenant takes over the responsibility of the rent releasing you from your obligation. There will be a charge of £350 to cover administration costs.

Prior to signing the tenancy agreement you may still cancel the booking without being liable for the full rent but the booking fee then converts to an administration charge so you would lose the £350.

First years with conditional offers (haven't received their results) are bound by our cancellation policy. Whilst we (with the help of the university accommodation office) will try and relet your room should you not be offered a university place, we cannot guarantee this and you would in that situation be liable for the rent for the duration of the tenancy agreement. However we may have a waiting list by then and would work hard to relet your room. We know this policy is a hard one but we have to make sure you are aware of your position. The moral of this policy is work hard and pass your a levels! Good luck and please email any further questions on this to students@studentcastle.co.uk

No Show

What happens if I change my mind and don't show up?

Signing the agreement forms a legally binding contract that means you accept the offer of accommodation and therefore the liability of the rent. It also means that without express permission in writing from you we cannot rent the room out to a different tenant. It is legally your room for the duration of your tenancy. If you don't turn up after the start date of the tenancy agreements it will make it extremely difficult for us to try and re-let you room.

Cars

Can I bring my car?

As all of our developments are based in prime city central locations and as a business we're keen to be as ‘green' as possible there is limited parking provided. Public transport in all of our locations is fantastic as all are very central so there is no need for a car.

If you do need to have a car on site for any reason you can apply for a space by contacting us at students@studentcastle.co.uk. All requests will be considered on an individual basis. There are public car parks nearby to all of our developments as well as drop off zones for move in day so you're not lugging your things all across the city!

Can friends and family bring cars when they come to visit?

There are public car parks nearby to all of our developments that can be used by friends and family.

Cleaning

Whose responsibility is it to clean my room?

It's yours we're afraid. Cleaning your own room is undoubtedly one of the best things about living on your own for the first time (or maybe not). If cleanings not your thing then fear not we do offer a cleaning service. Details will be given to you in the arrival pack

Are there cleaners for the communal areas?

Yes - never fear, you're not expected to do too much polishing and scrubbing! Our brilliant cleaning team will keep all communal areas nice and sparkly for you.

Communal areas

Is there a common room?

Yes. We have fantastic common rooms on site complete with comfortable sofas, flat screen TVs and pool tables - the perfect place to socialise and chill out with friends. Our common rooms are also where we hold regular social events - details of what's going on in your block and when are available in our information pack - coming soon.

Contract Length

How long is the contract?

All our contracts run for 51 weeks apart from Student Castle Cardiff, where we offer 45 week contracts for our Harlech rooms.

Credit Cards

Is there a credit/debit card fee?

Some credit cards will charge you 2% or more so please check this out beforehand so you know exactly what you're paying.

Cycling

Are there bike storage facilities on site?

Yes, we have plenty of secure rack space on site.

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D

Deposits

We take a £350 non refundable holding deposit which will convert to a damage deposit on commencement of your tenancy. If for whatever reason you decide to cancel your booking you will forfeit your deposit.

Student Castle protect your deposit using MyDeposits a government authorised tenancy deposit protection scheme.

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E

Eating

Do I have to supply my own food?

I'm afraid so. There are lots of local supermarkets nearby that you can stock up at where you can grab essentials if you've run out. You can also shop online for all of your groceries and have them delivered to save you schlepping through town with heavy carrier bags! It's worth shopping around to find the cheapest supermarket for your own mix of essentials.

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Fridges

Are there fridges in the rooms?

Yes, there is a fridge provided in each studio / cluster kitchen which should cater for your needs!

Can I bring my own fridge?

No, unfortunately not as this would invalidate our insurance cover for the property. Please do not bring one as you will not be allowed to have it within the scheme.

First Year Cancellation

First years with conditional offers (haven't received their results) are bound by our cancellation policy. Whilst we (with the help of the university accommodation office) will try and relet your room should you not be offered a university place, we cannot guarantee this and you would in that situation be liable for the rent for the duration of the tenancy agreement. However we may have a waiting list by then and would work hard to relet your room. We know this policy is a hard one but we have to make sure you are aware of your position. The moral of this policy is work hard and pass your a levels! Good luck and please email any further questions on this to students@studentcastle.co.uk

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Gaming

What gaming provision is there in my room?

We give access to dedicated games servers with guaranteed low ping times and remote back up

Guests

Can I have guests to stay?

Of course, but we request it's just for a couple of days.

Do I have to let anyone know I have guests coming?

Yes, there is a registration process for guests coming onto site. It is important that we know who is on site for both your security and ours, and also should there be a fire or some other event that required evacuation of the site.

Is there special accommodation for guests?

No

Green

What does Student Castle do for the environment?

We're committed to considering our impact on the environment across all of our development and operational activities. We prioritise green methods of construction and waste reduction and we ensure that facilities are available to enable students to carry on our ‘green' work once our developments are completed. For more information on our environmental commitments please visit our ‘green' page here.

Are there recycling facilities on site?

Yes. Every site has recycling facilities for cardboard, plastics, glass and paper. For other items or for more information on recycling please visit the local council's recycling pages.

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Guarantor

A UK based guarantor is required for you to pay your rent in three instalments. A valid guarantor is an individual who lives and works in the UK on a full time basis and is willing to sign the contract on your behalf to guarantee to pay your rent should you default on any payment. They must be able to provide a UK proof of address and proof of ID. If you do not have a guarantor then you must pay the full rental value in advance. Please note that the guarantor cannot be another student, embassy, Government or company acting as a sponsor.

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Health

Where is the nearest health centre?

This information will be in your introduction pack.

How do I register with the doctor?

Once you've found your nearest surgery the majority now offer online registration. It is best to visit the surgery's website to see how they prefer you to register. To complete registration you will need your previous address details.

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Insurance

Is insurance included in my rent?

Yes - personal contents insurance is included in order to give you complete peace of mind. Insurance is provided by Endsleigh

Internet

Is internet included in my rent?

Yes, we provide ultra fast new generation broadband 50mbps
The internet package includes a Freeview TV service, including some foreign language channels, streamed to your computer.

What speed is the internet connection?

Our basic service is 50Mbps which is fast and completely free. This is a connection through an Ethernet cable into a data point. We also offer Wi-Fi with speeds up to 8mbps. Please note to get the best out of provided internet service we advise you use the Ethernet conntection to achieve the fastest speeds.

Can I use wireless internet even if I'm not in my room?

We have Wi-Fi with speeds up to 8mbps throughout the whole of each of our Schemes.

Is there a limit on the amount of internet I can use?

No but we request students don't abuse the system

Who should I contact if I have a problem with my internet?

The service provider is Ask4. Technical support number 0845 123 8710. We stress that there is very little the on site management can do in terms of solving any internet issues. You must contact ASK4 if you have any issues as they have specially trained staff experienced in technical support.

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Jobs

If I want to get a part time job where should I look for opportunities?

There are often part time jobs advertised on the student union noticeboard and many restaurants and bars put signs in their windows - why not use our app to find out about the best local bars and restaurants and then see if they have any opportunities available.

You can also visit the local job centre or their website: http://jobseekers.direct.gov.uk/ - just search by location.

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K

Kitchens

Are there kitchen facilities in my room?

Yes there is an combination microwave oven, hob sink and fridge depending upon type of accommodation.

Can I use the kitchen 24 hours a day?

Yes of course.

Do I need to bring my own saucepans, wok etc?

Yes, it is your responsibility to bring everything that you think you may need for cooking. A kitchen pack is available on request, click here for further information.

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L

Loans

When do I get my student loan?

That depends on when you have applied for it. All student loans are supposed to be in your bank accounts for the day that terms begins so that you can comfortably cover all out of pocket expenses. For more information on student loans please visit: www.slc.co.uk.

How much am I entitled to?

That depends on your circumstances. All students are individually assessed depending on their living circumstances and the amount that you are awarded is based on need. For more information on student loans please visit: www.slc.co.uk.

Does my loan get paid straight into my bank account?

It depends where you have requested the loan to be paid. Some students like to receive their loan directly whereas others have parents receive it so that they can budget more effectively and only spend a certain amount per term - it is completely up to you. For more information on student loans please visit: www.slc.co.uk.

Can I use my loan to pay my rent?

Yes - it is entirely up to you what you use the loan for.

What happens if my loan doesn't get paid on time?

You will need to contact the Student Loans Company via their website www.slc.co.uk.

Laundry

Where do I wash my clothes?

We have brand spanking new laundry facilities with coin operated washing machines and tumble dryers on all of our sites that you can use to wash your clothes.

Is detergent provided?

No you will need to supply your own detergent, conditioner etc.

Is the laundry available 24 hours a day?

The laundry is closed at 10pm every night to avoid disturbing those in rooms nearby.

Leaving Early

Can I leave early and get the remainder of my rent back?

Only if a replacement student can be found to take over the remainder of your tenancy. Should you wish to leave early then please let the site management team know the date you will be leaving. We can then mark your room as available from that date and should we have any enquiries for accommodation for after that date, then we will advertise your room is available. If a replacement tenant is found then you will be released from the contract from that date. You will receive a refund if you have paid more than the rent for the period you were under contract. A £350 administration fee will be deducted from any refund owed to you and any damages will be deducted from your deposit. Please note that advising the management team your room is available to be relet to another student is not a guarantee a replacement student will be found. We will not authorise a relet if there is any money owing on your account.

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M

Mature Students

Is your accommodation suitable for Mature Students?

Yes it's perfect! We welcome mature students who benefit from our self-contained studios. That way you can enjoy the privacy and peace of your own surroundings and still be part of a great student atmosphere.

Moving In

Can I move in earlier or later than my tenancy agreement date if need be?

You cannot move in earlier than the start of your tenancy agreement, but can move in later provided you have notified us that that is what you want to do, and that you have paid your initial rental instalment.

Do I need to bring any furniture?

You shouldn't do - all of our rooms are fully equipped with beds, wardrobes and drawers - which should hopefully meet all your storage needs. It's probably best to move in first and if in a couple of weeks you find you're running out of space then consider getting some extra storage.

Are there specific times of day I have to move in?

So as to avoid congestion we plan move in day in advance and will send you details of your move in slots.

Is there anything I can do to make moving in easier?

Just ensure that you are as organised as you possibly can be in advance - particularly in terms of having all the necessary documentation completed and available - including having paid your rent, photographic ID and copies of your tenancy agreements. Our management team will also be on site to help with any queries or problems you might have.

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N

No Show

What happens if I change my mind and don't show up?

Signing the agreement forms a legally binding contract that means you accept the offer of accommodation and therefore the liability of the rent. It also means that without express permission in writing from you we cannot rent the room out to a different tenant. It is legally your room for the duration of your tenancy. If you don't turn up after the start date of the tenancy agreements it will make it extremely difficult for us to try and re-let you room.

Notice period

If for whatever reason I decide to leave University how much notice do I need to give?

This will depend entire on your circumstances. If you decide to leave you will still be responsible under the terms of your tenancy agreement for the obligations you signed up to.

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P

Parent & Guardian

The beginning of university, in many ways, is as daunting for parents and guardians as for the students themselves. Alongside the worry of your children living on their own potentially for the first time, there are a seemingly endless number of financial, academic and practical things to ‘sort out' to enable the transition from home to University.

We've put together this page in order to provide guidance and support on forms, payments and deadlines as well as reassurance that living with Student Castle is a good decision for you and your child. We started up our company because we genuinely believe that we can provide a better service and a better living experience than existing providers - and that's based on first hand experience with students of our own!

There is an extensive FAQs section on this website developed specifically to address all the queries or concerns you might have about accommodation and University life - from the most common to the most random. We have also included here information specific to choosing the best accommodation option for your child - but if there is anything else you want to ask us please don't hesitate to get in touch via our contacts page.

Accommodation options - what's best for your child

Deciding on the best type of University accommodation is of course a completely personal choice, and yes we're biased, but we genuinely believe that living in halls is the best option - in financial and practical terms.

The overriding benefit of choosing an accommodation provider like Student Castle over a private landlord for a shared house is the peace of mind you get that problems or issues will be sorted out by our staff. If a washing machine breaks down for example it won't be you getting the call from you son or daughter asking for help in making the landlord sort it out - our maintenance team will already have sorted it. You will have none of the security worries that come with students living in shared houses and none of the hidden costs - our all inclusive rent really does cover everything; broadband, contents insurance and utilities. Most of all, living in halls overcomes many of the emotional stresses that often accompany living in a shared house - such as figuring out how to split bills fairly, addressing issues over housemates' boyfriends/girlfriends overstaying their welcome - these kind of problems, however minor they may seem, can be very upsetting for students, and you as parents and guardians too.

While it's up to the individual what they want and expect from their accommodation while at University what we can guarantee is that if you choose to live with Student Castle you will not regret it. We're here to help to make sure University really is the best time of your life.

Our student support systems

Ensuring that your child is settled and happy in our accommodation is our utmost priority and we have put in place a robust pastoral care system to enable this - and to give you as parents and guardians complete peace of mind as to your child's welfare. Our support includes:

• Student Castle will hold a ‘Welcome to Student Castle' evening and we are on hand at any time of the day or night in our management suite to provide support, advice or even a shoulder to cry on for anyone who needs them. They're also the staff in charge of our regular cleaning inspections which monitor whether students are learning how to use a hoover and dust cloth on a regular basis!
• At the beginning of every tenancy we organise for the police, fire service and health workers to provide our students with simple tips, hints and advice on how to make living away from home safe and easy.
• We provide an extensive student handbook full of useful information like how to register with local doctors/dentists right through to guidance on how to operate your washing machines and where the best local places to eat and drink are.
• We have a maintenance team on site to deal with any breakages or problems with rooms. They can be contacted directly by calling X and as they are based on site they can address any issues in super quick time.

Security

All of our developments have 24 hour on site directly employed staff to monitor and protect our students and our buildings. And in the unlikely event of a break in, students' contents are all insured as part of our all inclusive rent payments.

First Year CancellationFirst years with conditional offers (haven't received their results) are bound by our cancellation policy. Whilst we (with the help of the university accommodation office) will try and relet your room should you not be offered a university place, we cannot guarantee this and you would in that situation be liable for the rent for the duration of the tenancy agreement. However we may have a waiting list by then and would work hard to relet your room. We know this policy is a hard one but we have to make sure you are aware of your position. The moral of this policy is work hard and pass your a levels! Good luck and please email any further questions on this to students@studentcastle.co.uk

Parties

Am I able to have a party in my room if I want one?

We will be organising regular parties and social events in the common rooms - check our information pack here for information on what's going on. Given that we offer a lot of opportunities for socialising parties are not permitted in rooms - that's not because we're being boring, it's also to help you ensure that your rooms aren't accidentally damaged and you end up being charged for it!

Payments

What happens if I can’t make my payment on time?

Come and talk to us. We may be able to delay the payment in certain circumstances. If you don’t come and talk to us then we can’t help you so please don’t put it off. If we don’t hear from you and the payment is not made for 7 days then a £30 administration fee will be applied to your account.

Postgraduates

Is your accommodation suitable for postgraduates?

Yes it's perfect. We welcome postgraduates at our schemes and it goes without saying you'll enjoy the space to study in our spacious studios and still be part of the student scene.

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R

Rent

How much is my rent?

Please see ‘The Cost’ tab on the left hand side of the screen.

What is included in my rent?

ll utility bills, personal contents insurance, super fast broadband & Wi-Fi are included in the rent. At selected sites TVs are included in cluster flats and studios. Where this is the case, we will have already paid the TV license so there is no need to worry about paying it. However, if you choose to bring your own TV then you will need to pay for the license yourself which costs £145.50 and is payable in full or in monthly instalments of £24 or quarterly instalments of £37. For more information visit www.tvlicensing.co.uk.

What's the best way for me to pay for my rent?

That's completely up to you. You can pay by debit card, money transfer or credit card - you'll be asked to specify your preferred mode of payment when you complete the initial application form. PLEASE NOTE THAT WE DO NOT ACCEPT CASH!!

Do you send rent reminders?

We will send out reminders in advance to let you know when the rent will be due.

Repairs and maintenance

What happens if there is a breakage or problem with my room?

We have our own maintenance staff on site to deal with any issues of this kind.

Reservation Fee

Is there a Reservation Fee to secure my room?

No, there is no reservation fee. We take a £350 non refundable holding deposit which will convert to a damage deposit on commencement of your tenancy. If for whatever reason you decide to cancel your booking you will forfeit your deposit. Student Castle protect your deposit using MyDeposits a government authorised tenancy deposit protection scheme.

Room Move

Can I change my room?

If you would like to change your room for any reason after moving in, then we can do this subject to availability. Please check with the management team for availability. Any room moves will incur a £50 administration charge.

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Security

How safe is my room?

As long as you remember to lock it , it should be completely safe. All of our developments have 24 hour on site directly employed staff to monitor and protect our students and our buildings. And of course in the unlikely event of a break in, all of your contents are insured as part of your rent payments.

How safe is the development?

All of our developments have 24 hour on site directly employed staff to monitor and protect our students and our buildings.

Is the development locked at any time?

Not during your tenancy period.

Are there staff on site 24/7?

All of our developments have 24 hour on site directly employed staff to monitor and protect our students and our buildings.

Size

Smoking

Can I smoke in my room?

No

Can I smoke anywhere on site?

No

Special Needs

We are committed to providing the best accommodation we can to meet a broad range of student needs.

It is impossible to anticipate every permutation of a disabled student's particular requirements, and so rather than trying to fit out a room or range of rooms to meet certain standards we prefer to work with students to determine whether we can deliver adjustments/reconfigurations to accommodate their needs. We have in-built flexibility within each of our schemes to allow us deliver various layouts and solutions.

We will also wherever possible try to provide flexibility should,for example, a student require live-in support, or perhaps to have a carer accommodated next door.

Please contact us to discuss your particular situation.

students@studentcastle.co.uk

Student Loans

What happens if my student loan is late and I can't pay my instalment on time?

We set our instalment dates to coincide with your student loan. In the unlikely event it is late we would request a letter from the loan company to prove you have applied for a loan and four weeks advanced rent before you move in at the beginning of term in September.

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Tenancy agreements

What is a tenancy agreement?

The tenancy agreement is a legally binding document between the landlord (owner) and the tenant (you). It sets out clearly defined rules of the building and the obligations of the Landlord and Tenant. This is useful because if there are any disputes, both the Landlord and Tenant will refer to the Tenancy Agreement.

Can I alter my tenancy agreement?

Once you've signed the agreement you cannot make any changes unfortunately. However, if you have questions on any of the terms prior to signing please get in touch and let us know here.

Where do I send my completed signed copy of the tenancy agreement?

The address to send your agreement to is detailed on the same page as the link to download your tenancy agreement. If you are unsure please email students@studentcastle.co.uk

When do I receive my signed copy of the tenancy agreement?

You will receive a copy of the agreement signed by Student Castle along with your welcome pack when you move in.

TV

Is there a TV in my room? Can I bring one if not?

There are flat screen TVs in the common rooms, cluster rooms and studios at selected sites of which we will pay the TV license for. If your room does not have a TV included you are very welcome to bring your own TV for your personal use but please do be aware that paying for the TV licence is your responsibility.
The internet package includes a Freeview TV service, including some foreign language channels, streamed to your computer. A TV license is required if you take advantage of this service.

Is there a TV in the common room?

There are flat screen TVs with SKY 3D available in all common rooms for your viewing pleasure.

How is it decided what we watch on the TV?

That's completely up to the users of the common room - we don't want to get involved! Just don't fight over it!

Is there Sky?

Yes SKY 3D so there's hundreds of channels to choose from.

Do I need to buy a TV licence?

We supply TVs in certain rooms at selected sites. Please refer to the room specification of your chosen location to find out more information regarding TVs. If you bring your own television please be aware you will need to pay for a TV license.

Transport

What's the best way to get around?

All of our developments are in fantastic city central locations so there are excellent transport links available throughout the city. Buses, trains, trams, cycling, walking - the opportunities are endless - it just depends on your preference!

How do I find out about transport routes?

Information on transport options is available on the local council website and University websites. You can pick up transport route maps and timetables from all local newsagents, post offices and most supermarkets.

How much do buses and trains cost?

It depends on your journey requirements. Information on transport costs is available on the local council website

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University

Is Student Castle affiliated with the University in any way?

We have excellent relationships with Universities

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Utilities

Do I have to pay for electricity, gas or water?

No, all utilities are included in your rent.

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Valuables

How do I keep my valuables safe?

You have comprehensive personal contents insurance included in your rent and all of our developments also have 24 hour on site directly employed staff to monitor and protect our students and our buildings. If you have anything of particular value that you are worried about keeping safe please do let us know and we will try to help you or recommend what you should do.

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W, X, Y, Z

Without resorting to being very random we couldn't think of any topics to cover for these four so we've had to admit defeat. If there is a question that you still need answering though please contact us here.

students@studentcastle.co.uk

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