Student accommodation

In association with Cityheart

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Applications are now open for bookings for 2017/18

Frequently asked questions

Your guide to the booking and payment process, check-in and check-out procedures.

      • Rooms are booked online. To book online, select your location and room preference and proceed to all forms and complete. In exceptional cases, for example if you require accessible documents, you can request that forms are mailed to you by contacting Mariam Johal at mariam@cityheartliving.co.uk. No bookings are taken at the properties.

      • Our properties have dedicated show flats which you can view and we can answer any questions you may have. Viewings can be arranged by appointment by e mailing Mariam Johal at mariam@cityheartliving.co.uk.

      • New students who have accepted conditional or unconditional offers, and continuing students who have confirmed their intention to return can apply.

      • First, choose your property: Inverness, Fort William, Dornoch or Elgin. Once you’ve chosen a property you can complete your booking online. You will be asked to complete an application form, provide Guarantor details and payment information. Your payment will not be taken at this time and will only be taken once a room offer has been made.

      • Once Cityheart Living have confirmed your eligibility to apply for accommodation with the University and that a room is available, a room offer will be made by email to the contact address provided on your application form.

      • Once a room offer has been made you must complete a Tenancy Agreement and agree to our Code of Conduct. You will need to print these documents and thoroughly read through them with your Guarantor. Both of you need to sign the tenancy agreement and it must be witnessed. On satisfactory receipt of all documents your tenancy will be confirmed. Download the documents here.

      • We will contact eligible applicants on the waiting list as soon as accommodation becomes available.

      • If you choose not to proceed before returning the signed paperwork, you can let us know and we will cancel your booking. Once you have signed the contract you will be bound by our cancellation policy.

      • You should sign and return your original documents as soon as possible. Cityheart Living require original documents (photocopies or scans are not accepted).

      • A Guarantor is a UK resident over the age of 18 who takes joint financial responsibility for your tenancy. If, for any reason, you are unable to pay an amount owed to Cityheart Living it is your guarantor’s responsibility to do so. You will need to name a guarantor when you make your booking and this person will need to sign the tenancy paperwork. We have the right to recover any outstanding monies from your guarantor so it is important that your guarantor understands their liability.

      • All tenants need a UK guarantor. Your guarantor should understand their liability and agree to this responsibility.

      • Yes, all Cityheart Living tenants require a guarantor.

      • Anybody over the age of 18 who does not live in a Cityheart Living property can be a guarantor. Guarantees can also be taken from local authorities and other entities depending on personal circumstances. Please contact Cityheart to discuss.

      • A witness is a person who is present at the signing of a legal document. They sign the document to indicate that they personally saw the signing and the document is authentic. The date that the witness signs any document should be the same as the date that the tenant/guarantor signs the document.

      • The witness must be over 18 years of age and cannot be you (the tenant) or your guarantor. However, the witness can be related to either you or your guarantor.

      • You send the documents to Mariam Johall, Cityheart Living Student Accommodation, 7 Inverness Campus, Inverness IV2 5NA. This is a postal address only.

      • To ensure safe receipt of original copies, please send us your completed forms via courier or recorded delivery to the above postal address. If you are having difficulties or are concerned that your documents will not reach us in time please contact us as soon as possible on mariam@cityheartliving.co.uk or 01244 343343.

      • Our standard cancellation policy will apply.

      • This is the period of time during which your room booking is held for you (usually 14 working days for UK students and 21 days for international customers). This is so you have time to look over the paperwork, get it correctly signed and returned to us. We advise you begin this process as soon as possible.

      • Your booking may have expired because we have not received your correctly signed tenancy paperwork on time and/or you have not provided all the necessary details to complete the booking, for example, your payment information.

      • You are more than welcome to rebook if your previous booking has expired. Please e mail us as soon as possible at mariam@cityheartliving.co.uk. Please be aware that we cannot guarantee that a room may be available if your original offer has expired.

      • We will send a confirmation email to the email address registered to the tenant, usually within 24 hours of receiving your paperwork.

      • Payment will be taken from the credit/ debit card details provided at the application stage upon receipt of all signed documents and following confirmation of your acceptance of our room offer.

      • If you have not had this email it is possible that we have not got your paperwork. Please contact us as soon as possible to confirm that we have had this so we can ensure your booking does not expire.

      • This information is in the welcome guide that we email to you closer to the time of arrival. If your arrival date is approaching and you have not had this information please e mail the administrator at mariam@cityheartliving.co.uk

      • There is limited parking which is available on some of our sites. On arrival you can apply for a permit. Tenants are encouraged to make use of our covered cycle storage.

      • Yes. Please contact mariam@cityheartliving.co.uk who will arrange for a confidential discussion on your specific needs. We will always do what we can to find you suitable accommodation.

      • The only tenancies available are 40 and 51 weeks in duration.

      • Our standard tenancies have fixed dates and cannot be changed. However, if you are looking to move in earlier or move out later it may be possible to make arrangements through the administrator, Mariam Johal.

      • This is a document that proves that you are not liable to pay local council taxes. Your university can provide you with an exemption form once you have enrolled.

      • Please bring an official form of ID with you (for example, a passport or driving licence). If you have not already returned the original signed tenancy agreement, you should also bring this with you.

      • The advance rental payment is £350 in all locations. The advance rental payment secures the room and is deducted from your first rental payment.

      • Your advance rental payment is paid when you book your room. It needs to be paid using a credit* or debit card and the cardholder must authorise the payment. (*credit cards incur a surcharge).

      • If you are a student with a permanent UK home address then you will usually have the option of paying in one or three instalments. If your permanent home address is outside the UK then you have the option of one or two instalments.

      • An instalment is a part-payment of your total rent amount. If you choose to pay in three instalments, for example, your rent payment will be divided into three equal payments except your first payment will be less the £350 advance rental payment. The first instalment is taken two weeks before your tenancy starts and the 2nd and 3rd instalments taken around 15 January and 15 March.

      • You must make contact with us immediately if you are unable to make a payment. You should e-mail mariam@cityheartliving.co.uk so a confidential discussion can be arranged.

      • Please follow the same process detailed above.

      • Please follow the same process as detailed above.

      • Payment is only accepted by BACS Transfer. Payment can be made to Cityheart Living (Scotland) Limited, Sort Code 40-51-62, Account Number 34462791. International payments can be made via IBAN GB48HAND40516234462791 and BIC HANDGB22.

      • This is generally not possible due to the need to clean and prepare the rooms for occupancy. Under exceptional circumstances we may be able to make a special arrangement but you should first contact the administrator to discuss: mariam@cityheartliving.co.uk.

      • Please bring an official form of ID with you e.g. passport or provisional/driving licence. If you have not already returned the original signed tenancy agreement you should also bring these with you.

      • There is a main reception in Inverness only. Reception operates Monday to Friday 8.30am to 5.00pm.

      • There is limited parking which is available on some of our sites. On arrival you can apply for a permit. Tenants are encouraged to make use of our covered cycle storage.

      • No, we don’t allow guests at the residences.

      • You can collect your access fob from reception or a senior resident when you check in.

      • You can call our emergency help desk on 01463 225201, they are open 24 hours a day, 7 days a week and will be happy to get someone to come and let you in and get your key fob for you.

      • If you are going to miss you slot please let us know so we can make alternative arrangements.

      • The easiest way to get directions would be to search the postcode on Google maps and find the directions on there.

      • Taxi service is available from both Inverness and Fort William train stations and is a short journey to our residences. A taxi from Inverness airport to accommodation in Inverness should be no more than £20. A taxi from Inverness to Fort William will be in the region of £75. The nearest train station to Dornoch is Tain. Tain is approximately 9 miles from Dornoch and approximately £12-15 by taxi. Elgin has its own train station and is only a short distance to the accommodation. Inverness is the closest airport to Dornoch (50 miles) and Elgin (45 miles).

      • We will need your signed tenancy agreement and payment information before you move in. If you are having any issues with this then please let us know by contacting our administrator Mariam on mariam@cityheartliving.co.uk.

      • You can move in any time from the start date of your tenancy onwards. If you are going to be arriving much later than the start of your tenancy, just let us know and we will arrange for someone to be there to greet you.

      • We don’t provide these, however you are able to purchase these from our partner UniKitOut via the following link. If you quote “CITYHEART16” you will receive a 10% discount on orders. Please note that this is a separate company to CityHeart Living and orders placed are between the purchaser and UniKitOut.

      • University of Highlands and Islands (CityHeart Living) are working in partnership with Endsleigh to provide you with some contents insurance. Please read the following document to find out more: Endsleigh cover

      • Cityheart Living will make every effort to meet with you to undertake a room inspection before you depart. At this stage we can agree if any damage is evident and what additional fee that will attract. Once this process is complete and you depart your room you can deposit your key fob in the box near the entry of the building that will be labelled comments and key fobs.

      • Not unless you have booked to continue staying with us in your room and have a valid tenancy. Anything that is left once you have checked out will be removed as we have to get the room ready for the next tenant. A charge may apply if we have to remove any leftover belongings, so please remember to clear everything out when you leave. Some arrangements may be made to store items on a short-term basis.

      • We recommend you first discuss the cleaning with your flatmates and work out an agreed time for cleaning before you all check out so that the work is divided fairly between you. If the flat hasn’t been cleaned to a certain standard when we complete the check-out inspection then we will make appropriate charges which will apply to everyone in the flat.

      • We recommend you first discuss the cleaning with your flatmates and work out an agreed time for cleaning before you all check out so that the work is divided fairly between you. This includes emptying cupboards and the fridge/freezer. Anything that is left in the freezer once the whole flat has checked out will be removed and a charge may apply.

      • We do charge for damages, however, if the person responsible for causing the damage is willing to take full responsibility then we will only charge that person. If no one accepts the responsibility for damages in a communal area then the charge will be split between everyone in the flat. If this happens, you can discuss this further with a member of our team.

      • This varies depending on your property so check with a senior resident or reception well in advance of your check-out date. It is likely that the latest time will be 12:00pm on the last day of your tenancy.

      • Only under exceptional circumstances and arrangements would need to be agreed with us in advance.

      • During our check in and check out periods, where available, we allow access as close to the building as possible for loading and unloading.

      • Possibly yes, this is to be fair and consistent with our approach. We encourage you to complete the inventory thoroughly when you first move in. We also document any damage on our own inspections so you may find that we have a record of this damage, please speak to a member of the Cityheart Living Team for more information.

      • No, Blu-Tack is not allowed.

      • No, for health and safety reasons all repairs must be carried out by the property maintenance team. Please let us know about any maintenance issues by logging a maintenance request through My Account, which will allow you to log maintenance requests easily from your mobile device.

      • As we need to get rooms ready for our next tenants, we cannot allow things to be left in your room after your tenancy end date. You must clear all your belongings from your room, and from any common areas, before 10:00am on your check out day. If you don't do this then we will dispose of your belongings without any liability, so please ensure you take everything with you.

      • As we only have limited space for parcels and post we cannot keep mail once your tenancy has ended. All items delivered after the tenancy end date are returned to the sender.

      • If we have not been able to undertake a joint inspection then we will conduct a room inspection after you depart. If we find damage in your room that will incur a fee we will photograph the damage, advise you in writing and request payment of the amount due. If there is communal damage we will let all residents know and we will apply the charge proportinately across all bedrooms.