FAQ’s

We know how daunting it can be moving to a new city, especially if it’s your first time away from home and so we have collated some very common questions that we get asked each year in the hope to answer some of your queries.

  • Booking Your Room
    • How do I book a room?

      We’ve made it super easy! To book a room, just select ‘book now’ on our website and complete our step by step booking process where you select a room, tenancy length, instalment plan and once happy pay an online deposit to secure.

      Once an application is processed, you have 3 calendar days to upload the required documentation, pay the deposit and accept the offer by signing the agreement. Once these steps are complete, you have entered a legally binding contract.

      LUNA Students will review the booking and documents uploaded and countersigned the agreement.

      You should be certain that you understand the terms of this legally binding contract before accepting it.

    • Can I book a dual occupancy room?

      Dual occupancy is available on most Studio rooms over 23sqm. Please note that dual occupancy is subject to a rental increase of £50 per week and both individuals who occupy the room must be full time students. To book a dual occupancy room please contact our property team. The contact details for our property teams are displayed on the specific property pages accessible through the locations section of our website.

    • I have a disability, medical condition, or special request, how do I book a room suitable to my needs?

      If you have a disability, medical condition or special request that affects your accommodation requirement please reach out to our property team to discuss your requirements before booking. Our team are experts on our accommodation and room types and will be able to advise and guide your through the allocation and booking process. We will always attempt to meet your allocation needs as far as practicably possible, should you have a defined disability.

    • How can I choose the best room for me?

      We always want you to choose the room best suited to you and appreciate that some students have specific wishes in terms of the location of the room (i.e. floor level, south or north facing). Our property teams are experts in their property and should you have any specific wishes we encourage you to reach out to our property team to discuss options available to you to help you make the best selection when booking your room.

    • Can I book if I am under the age of 18?

      Unfortunately, we are unable to accept bookings for students who will be under the age of 18 at the start of the tenancy agreement.

    • Do I need to pay a deposit?

      A deposit payment of £250 is required as part of the booking process. Your deposit is placed into a deposit protection scheme, where it is held safely throughout the academic year and will be returned to you at the end of your contract subject to the contract terms.

    • When do I receive my deposit back?

      Your deposit will be returned to you within 30 working days of your tenancy agreement ending. The amount returned to you will depend on any outstanding charges and any damage found in your room or the communal areas of your apartment.

    • Can I view the accommodation before I book?

      Of course, and it would be great to meet you! Your friends and family are also more than welcome to accompany you too. All we ask is for you to book an appointment in advance via the ‘Book a Viewing’ section of our website or alternatively by reaching out to our property team to arrange so we can make sure we have some rooms available to show you. You are welcome to pop in without booking to meet us and look around our communal spaces, though we can’t guarantee the availability of flats / rooms to show you.

    • I am unable to attend an in-person viewing, are virtual viewings available?

      Of course, we can arrange a virtual viewing for you on Skype. Virtual viewings can be arranged by reaching out to our property team. Our property teams are contactable via the email address displayed on the specific property page.

    • What do I do if I am a first year or Postgraduate student and I am still waiting for exam results?

      If you’re still waiting for your exam results and you’re not sure whether your place at university is confirmed, don’t worry, you can still apply.

      If you are a prospective first year Undergraduate or Postgraduate student and your offer of a place at your preferred University or Higher Education Institute is withdrawn by the University or Higher Education Institute because you do not achieve the required entry grades, you may be eligible to be released from the agreement.

      You must provide written evidence from the University that you do not have a place within 3 days of your results being published (and no later than 28th August, whichever date is sooner) and we will release you from the contract without penalty and refund the deposit paid.

      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 or email confirmation that you wish to cancel your reservation, stating full name and full details of the property booked;
      • A written rejection letter from your chosen university/college or UCAS, 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 3 calendar days from the date your results are published. 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.

    • What do I do if I am an international student, and I am still waiting acceptance of my VISA application?

      If you’re still waiting for acceptance of your VISA application, don’t worry, you can still apply.

      If you are an international student and your VISA application is declined, you may be eligible to be released from the agreement.

      You must provide copies of official written evidence from the University (and relevant VISA authorities) to the Property Team within 5 calendar days of the decision being notified to you. If adequate evidence is provided, you will be eligible for release from the tenancy agreement and the full deposit, and any rent paid will be returned to you.

    • What if I want to cancel my booking?

      You can cancel your tenancy agreement for up to 7 days after the date of your booking (the Initial Cancellation Period). We will refund the full security deposit.

      If you wish to cancel your booking during the initial cancellation period, you may do so in writing or by sending an email directly to the Property Team within 7 days of signing your tenancy agreement. For bookings made from 1st August to 30th September ahead of the academic year the booking is for, the Initial Cancellation Period reduces to 3 days.

      If you wish to cancel your booking after the Initial Cancellation Period, you remain liable for the weekly rent (for each and every week or part week) until you are able to find another tenant that is acceptable to LUNA Students and we are able to re-let the room. The replacement tenant must be over the age of 18 and have the necessary student status. It is your responsibility to find another tenant and engage them with LUNA Students.

      If you find a suitable replacement tenant and the room is re-let, we will refund your deposit, less any appropriate charges.

      The entering into a new tenancy agreement with a replacement tenant will be entirely at the discretion of the Landlord/Management Company.

  • Moving into your new home
    • What do I need to bring with me?

      When you come to pick up your keys you need to bring some photographic ID.

      We have compiled a checklist of other things you may need or like to bring with you, click here to skip right to it. You may choose to purchase some of these items once you’ve arrived.

    • Are there car parking facilities for when I move in?

      Please contact our property team to discuss parking arrangements for check-in. If there is no parking available at your property our teams are experts on the local area and will be able to advise you on the nearest public car parks to the property.

    • What are the opening times for check-in?

      A few weeks before the start of your tenancy our property team will be in contact with you to ask you to book a check-in slot. It’s important to book a check-in slot so we know when to expect you and so we can make sure everything is ready for your arrival.

    • Can I arrive earlier than my tenancy start date?

      Early arrivals are sometimes possible depending on the availability of the room you have booked. If you wish to arrive earlier than your tenancy start date, please contact the property team. They will do their best to accommodate your needs.

  • Living With Us
    • Can I live at a LUNA Students property?

      You must be a full-time student to live with us. You can book with us whether you have a conditional or unconditional offer. However, please be aware of our cancellation policy prior to booking should your place at university not yet be confirmed.

    • Are Pets Allowed?

      No pets of any kind are permitted at LUNA Student, except registered assistance dogs.

    • Do I need a TV licence?

      Yes you require a TV licence if you watch, stream or record programmes, including the use of catch-up such as iPlayer.

      This applies to any device you use to watch programmes, including a TV, desktop computer, laptop, mobile phone, tablet, gaming console or digital box.

      Please visit www.tvlicensing.co.uk for more information.

    • Do I need to pay council tax?

      If you are a qualifying full-time student, you will be exempt from paying Council Tax. You must provide us with your council tax exemption certificate which your university will be able to arrange.

      If you do not have this when you move in because you have not yet enrolled on your course, please ensure that you bring with you the name of your university and your university student ID number.

    • Does my rent include insurance?

      We’ve got you covered! Contents insurance is automatically included in your rent. LUNA is working in partnership with Endsleigh in order to provide some cover for the contents inside your room. Endsleigh contents insurance will require you to activate this by scanning a QR code that will be provided to you, but it is important for you to check and ensure that you fully understand the protection provided and whether it is enough for your needs.

    • Is car parking available and is this included within my rent?

      On-site car parking is available at some properties but is not included within the rental price unless explicitly stated and confirmed in writing. Payments for car parking permits are separate to your tenancy agreement. Please speak to the property team if you wish to enquire about the availability and cost of car parking at your chosen property. Car parking spaces are very limited and are strictly on a first-come first-served basis if available at all.

    • Can I request a room move during my tenancy?

      You would need to make a formal request to the accommodation team of the property you are residing in. Your property team will do their best to accommodate your needs, though room moves aren’t guaranteed as are subject to availability of your desired room / type.

      If you request to move rooms during your tenancy and the room move is possible you will be issued with new documents confirming the details of the room move which you will need to sign.

      Should your new room be more expensive, then you and your guarantor shall be liable for the higher rent from the date you sign the new agreement.

    • Do I have to move out during holidays?

      Good news, you don’t need to move during the holiday periods, the room is yours for the full contract period.

    • Can I have guests?

      Of course, you may have up to 3 visitors in your Accommodation at any one time. Overnight guests are also welcome, though only one overnight guest at a time for a total of 2 nights in the same week. You are responsible for your guests and should be with them at all times whilst they are visiting you at your LUNA accommodation.

    • Can I bring my bike?

      Yes, most LUNA properties have a secure bike store that is free to use by all our residents. Though our bike stores are secure it is advisable to use a solid ‘D’ shaped lock as extra security. LUNA will not be liable for any damages, accidents, or losses.

    • Can I bring an E-Scooter?

      E-Scooters are not permitted in any area of LUNA Properties or Grounds.

  • Paying Your Rent
    • What’s included in my rent?

      All utility bills such as gas, electricity, water are included in your rent in accordance to our fair usage policy. Unlimited Wi-fi is also included. Your TV licence is not included in your rent as this is not classed as a utility and is your responsibility to purchase.

      All of our properties offer a Wi-fi connection included within the rent. The Wi-Fi connection is accessible throughout our buildings. Some Wi-Fi providers may offer more services and packages at an additional charge which you are under no obligation to use. If you choose to add additional features to your internet package, that relationship is between you and the service provider directly and does not fall under the terms of your tenancy.

      For information on the speed of your internet connection, please ask your Property Team for more information.

    • How do I pay my rent?

      The quickest and simplest way of paying your rent is online by logging in to your LUNA Student account.

      Transfermate – If you wish to pay your rent in any other currency than GBP this payment option is available to you when completing payment on your online accommodation account.

      You may also make payment by bank transfer. Please contact your property team directly to request bank details for your accommodation. If choosing to make payment by bank transfer, please ensure you enter your full name and room number as the payment reference. International transfers may incur a charge from your own bank, so please make sure you account for this.

      If completing payment by bank transfer or Transfermate, transactions can take up to 10 days to clear in our account, as such you will need to account for this to give enough time for the payment to clear by the payment due date.

      Please note, you will never be asked to make a payment to any other bank account for any reason.

      We do not accept cash payments for any reason.

    • Can I pay my rent in instalments?

      If you have a valid UK Guarantor, you can choose to pay your rent in three instalments, which are due in September, January and April.

      If you don’t have a valid UK Guarantor, you are required to pay the full 14 days prior to your contract start date.

      Please note you must have paid the rent due by the time you arrive to check in.

      We also offer a 10 instalments for students who have a guarantor, which are due September, October, November, December, January, February, March, April, May and June.

      *If you wish to defer your rent in line with a maintenance loan this is only available if you are contracted to pay your rent in 3 instalments. See our ‘Can I defer my rent in line with my maintenance loan?’ question for additional information.

    • Who can be a guarantor?

      To qualify as a guarantor you must:

      • Be resident in the UK for a minimum of 1 year.
      • Be over 21 years of age.
      • Be a homeowner or in full time employment.

      You will need to provide:

      • A copy of your photographic identification, such as a passport or driving licence.
      • A copy of proof of your UK address which must be less than 3 months old, such as a utility bill (e.g. electricity, water, gas, telephone), a bank statement or a Council Tax bill.
    • Do I need a guarantor if I pay my rent in full?

      No, you only require a guarantor if you wish to pay your rent in instalments. Many students chose to pay their rent in full without the need for a guarantor.

    • What if I don’t have a guarantor though wish to pay my rent in instalments?

      If you are unable to provide your own UK Guarantor, we recommend the service of Housing Hand.

      When completing your booking, simply select “Use Housing Hand as my Guarantor”. You will then be directed to the Housing Hand platform to complete your application with them. You can find further information and prices via their website.

    • I am a sponsored student am I eligible to pay rent in instalments?

      We may be able to accept sponsors in place of guarantors in some cases; however, this depends on the terms of your sponsorship and whether your sponsor is willing to guarantee rent payments. If you are a sponsored student, please contact your chosen property directly to enquire about using a sponsor in place of guarantor.

    • Can I defer my rent in line with my maintenance loan?

      If you have booked your room under the 3-instalment plan option, you can request for your rent instalments to be deferred in line with your student maintenance loan payments if you wish.

      All requests for deferred payments must be made by 1st August in each academic year to the property team.

      You will be required to provide evidence of your Student Finance England maintenance loan schedule to the property team in order for the payment plan to be set up.

      You will also be required to pay three weeks rent 14 days prior to your contract start date, which will be deducted from the balance of your first instalment on the agreed date.

      * Deferments are not available for students who are contracted to pay their rent in 10 instalments.

    • Can I move in before I pay my rent?

      All rent that is due must have been paid and cleared in our account when you arrive to check in.

      If you have any queries or concerns, please contact your property team.