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FAQs

We’re sure you have some questions so take a look at our most asked…
It’s absolutely right to have lots of questions about living with Fresh and here’s the best place to start quizzing us on how to book and what living here is really like.

Read our Simplified Chinese FAQ’s here: 阅读我们的简体中文常见问题

Read our Traditional Chinese FAQ’s here: 閱讀我們的繁體中文常見問題

About Us

We are a market leading, third party manager of residential for rent assets across the UK and Ireland. From PBSA, to Build to Rent and Co Living, we create homes and communities that are perfect for the way our residents live their lives.

Making a Booking

It’s easy - just click on any of the Book Now buttons around the website and start your application. If you need any help or advice or want to book our short-term lets or summer stays, you can speak to the Residents' Team at your chosen property.

Our booking process is quick and easy but it will be helpful to have some information to hand when you start your application – having the name, email and address of your guarantor, a head and shoulders photo of yourself and a bank card to make your advance rent/booking fee payment (ROI only) will all save you time!

Most of our properties require residents to have a guarantor. This person will need to commit to paying the rent if you aren’t able to so please make sure you discuss this with them. They do not have to live in the UK but must be over 18 and not live in a property managed by Fresh. Once you have signed the contract your guarantor will be asked to provide proof of ID and their address and also sign a copy of the agreement.

Some of our properties are able to offer the option to make your full years payment upfront and not have a guarantor. Please speak to our Residents’ Team to check if this is available at your chosen property.

Most of our properties require applicants to pay an advance rent at the time of booking. This is refundable should you decide to cancel within the cooling off period or later find your place has been withdrawn or you are not able to obtain a visa to enter the UK.

The advance rent will show as a payment towards your first rent instalment on your account.

We want you to choose a room you are going to be happy living in and we know everyone has a different wish list – from the floor the room is on to the view and the amenities in the room, our Residents’ Team will be on hand to discuss this with you and help you make the best selection.

Our room descriptions explain whether you will have a standard or small double bed. A small double is the same length as the standard but just a tiny bit narrower. Also known as a 3/4 size bed, small doubles measure approx. 120cm wide x 190cm long. Still plenty of room for a good night's sleep, even if there's two of you sharing.

Of course! We are very proud of our properties and would love to show you around. If you want to bring some friends or family members that’s absolutely fine too – we just ask that you speak to our Residents’ Team in advance so we can make sure we have some rooms available to show you. If you find yourself in the area and haven’t had a chance to speak to us you can still pop in, whilst we might not have a room to show you we will still be able to show you around our Residents’ Shared Spaces.

We can also offer online video viewings if you don’t live locally so let us know what works for you!

Please get in touch with our Residents’ Team – they are experts on our properties and most have rooms with varying levels of adaptations so our team will be able to help you.

If you book online, and you indicate you have a medical condition, the booking process will automatically pause so you can speak with us.

Yes, but we will ask you to complete a few extra steps during the booking process. This will include nominating a Responsible Adult who will be our point of contact for you and we will recommend monthly meetings with our General Manager once you have moved in but that’s up to you!

Yes! We know that choosing who you live with is really important so in our properties with shared apartments group booking can easily be organised by getting in touch with our Residents’ Teams.

Some of our properties require Sanction Checks to be completed on residents and Guarantors before we are able to issue you with an agreement.

The checks will be completed after you have signed the agreement. They use Government sanction databases to identify and list individuals who have been convicted of serious crimes and terrorism offences. The checks are conducted by Veri-Check on the Landlords behalf.

Please refer to your chosen properties' Terms and Conditions for details of when and how you are able to cancel. Our Residents’ Team will be happy to discuss this with you if you have any questions.

Paying Your Rent and Tenancy Deposit

All your payment dates are listed in your agreement and on our website. It’s really important you understand these payments must be made on time. We ask for a portion of your rent in advance of your tenancy starting, usually at the beginning of August.

If we haven’t received your first rent instalment and Tenancy Deposit payment, your booking may be cancelled. We also won’t be able to let you have your key so it’s important to make sure you have everything in place especially as you may not receive your student finance or bursary until after these dates.

We recommend using our Residents’ App to make payment – its quick and easy and can be completed in a few clicks.

If you don’t have access to a smartphone, you can log into our Residents’ Portal on a laptop.

If you will need to make payment by bank transfer, please contact our Residents’ Team at least two weeks before your payment due date for more information. Bank transfers take longer to reach us so any payments made using this method will need to be done in advance.

We ask all residents to pay a Tenancy Deposit – please check your agreement for the date this payment will be due. The good news is that you will get the Tenancy Deposit back at the end of the tenancy if nothing is owing for damages or outstanding rent. The value varies across our properties so please take a look at the Fee Schedule for your chosen property for more information. Deposits are fully secured by the Tenancy Deposit Scheme (Custodial) in England and Wales or the My Deposits Scheme in Scotland.

In the Republic of Ireland your Booking Fee automatically converts into your Damages Deposit at the start of the tenancy.

Moving In

A few weeks before the start of your tenancy we will get in contact to ask you to watch our induction video and book a move-in slot. You will need to do this so we can make sure we are expecting you!

Please check your agreement for your first rent instalment and tenancy deposit payment dates. If you have any questions about your rent instalment due dates please contact our Residents’ Team. You must pay your first rental instalment before you will be allowed to move in.

Yes! Order bedding, kitchen packs and other uni essentials from our shop.

Yes, unless we tell you we're covering it, if you watch or record programmes as they are being shown, watch catch up TV such as iPlayer or watch live TV online you will need a license.

This applies to any provider you use and any device, including a TV, desktop computer, laptop, mobile phone, tablet, games console, digital box or DVD/VHS recorder.

Please visit tvlicensing.co.uk for more information.

Student accommodation is often not a suitable environment for pets and that’s why pets of any shape or size aren't allowed.

Living with Fresh

Yes! As soon as we let you know your agreement has been countersigned you have access to our App which can be downloaded from IoS and the Android store. We will use the app to keep you up to date with all the events being held at the property, important announcements and general news about your property.

We're all grown-ups here so of course occasional overnight guests are allowed. Please don't invite someone to stay for more than three consecutive nights though, and always check with your flatmates first that they're ok with extra house guests.

Yes, we conduct inspections at least three times during your tenancy. We'll keep an eye on cleanliness and hope not to see any damage and missing items. After each inspection we will tell you if any charges need to be made to put something right. You will be invoiced immediately for recharges for the first two inspections and on the final inspection a deduction will be made from your Tenancy Deposit. The cost of recharges for cleaning, damages and missing items can be found in the Residents’ Handbook.

No, your room is yours for the whole of your tenancy. You only need to move out at the end of the agreement. It will be your responsibility to check with the local Council if Council Tax will be due if you stay during the holidays.

As part of your contract you have agreed to look after your room and not cause any damage. We know accidents do sometimes happen so a list of possible damage charges are available in our Residents’ Handbook.

All our properties are smoke free and this includes all types of E-cigarettes and Vapes. Smoking is not allowed in any private or communal area including bedrooms, bathrooms, kitchens and all internal social spaces. Designated smoking areas can be found outside the building. If you do have an e-cigarette or Vape, please ensure that the charger conforms to British or EU safety standards, or they will be removed during room inspections. All drug use, including the use of Laughing Gas, Is prohibited at our properties.

We hope you will love living with us but there may be times when we don’t always get it right. We take all complaints seriously and will try our best to fix any issues the first time. If you need help and advice, please speak with your General Manager first. To view our complaints procedure please download this guide.

Our Affiliates

Fresh are proud members of the ANUK Code. This means we have signed up to the ANUK Code which ensures best practice across our properties. You will see our membership certificates displayed in our properties and if you have any questions about ANUK and what it means for you please speak with our Residents' Team.

Fresh are also proud members of Propertymark which is a regulatory body for letting and managing agents in the UK. It provides a Code of Practice for its members which Fresh follow. This provides peace of mind and reassurance that you can trust Fresh to look after you at every step of your tenancy.

Fresh are members of the Property Redress Scheme which is a consumer redress (ombudsman) scheme for Property Agents and Professionals. Our membership number is PRS013082. If you do not feel we have dealt with your complaint, you may be able to raise this with the PRS.

If you are renting with us in England take a look at the Government produced guide How to Rent which provides lots of helpful information.

If you are renting in Wales, the guide ‘A Home in the Private Rented Sector' is available.

Fresh are members of The Propertymark Client Money Protection Scheme meaning that if you feel we have misappropriated your rent or deposit you can apply for reimbursement through this scheme. Click here for our Client Money Protection Certificate and our accounting rules are here.

Living With Fresh Once You Graduate!

In most cases our student properties are purely for students, however, we do offer rental homes in locations across the UK which are perfect for recent graduates, offering great value rent, on-site Residents' Teams and the fantastic service you would expect from Fresh.

Not found what
you're looking for

Let us know if we've missed anything by contacting the Residents' Team at your chosen Fresh location.

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