I would like to book a room. How do I do this?
You can book a room via the following link: Book A Room
I try to make payment online, but it is unsuccessful.
Please ensure you have sufficient fund before you make payment. If the payment is in a large amount, you may need to contact your bank first for pre-authorisation. If you have received one of the following error codes 5080 or 5100when paying the payment, please call us at 0333 444 1122 or email email@example.com we need to reset your account first before you can make payment.
I am trying to sign the contract, but I cannot complete the process despite typing the exact same name correctly?
Please ensure there is no space before or after when signing as per portal instruction. If the problem persists, please call us on 0333 444 1122 or email firstname.lastname@example.org we need to reset your account first before you complete the process.
I have already signed the contract on the portal, but my booking status is still showing as “Not Completed”.
Please go back to the tenancy agreement and make sure you click “Complete your Booking!” including in the confirmation page. Note if you have used a UK based guarantor, your booking will not be completed as we will require yourself and your guarantor to complete both parts in order to complete the booking.
I made my payment via bank transfer, but it is not reflecting on my account on the portal?
Payment made via bank transfer may take up to 5 to 7 working days (payment from oversea account may take longer) before it can reflect into your account on the portal. Please also note that payment made from overseas bank account may subject to further bank fee charge.
There is one specific room I want to book, but it doesn’t show on the portal.
The room may have been booked by someone else. Please note selected rooms have a fixed tenancy length so you may need to choose different tenancy length to show on the portal.
I try to register but it said that my credentials are not valid.
You may previously have registered therefore you will not be able to register with the same email address again. You can choose Forgotten Password and reset your account to log in. Please note if you are already a current tenant staying with us, you should have an account under the email address that you have booked with us initially. Note if your account was registered initially by a third-party agent using a third-party email address who made the booking on your behalf, please contact us to check whether this is the case.
I would like to cancel my booking, what do I need to do?
Please call us on 0333 444 1122 or email email@example.com regarding your request or fill out a cancellation request form. Please note cancellation are subject to our cancellation policy.
I have already booked a room but wish to change a room. Can I do this on the portal?
If you have not made the initial payment, you will be able to make changes. If you have already paid the initial payment or signed the tenancy agreement, please contact us. Please note any changes will subject to a room tenancy fee change.
I didn’t use a UK based guarantor previously but now I have found one. What do I need to do?
Please contact us as we will need to reset your account. Note we require full details of the UK based guarantor: Full Name, Email address, phone number, UK home address and relationship to you. Please ensure these details are filled out correctly to speed up the procedure.
I register two accounts in two different email addresses, will this cause issue?
Please refrain from creating duplicate account as this may cause confusion to our system. If you have registered before, you will not be able to register with the same email address again. You can choose Forgotten Password and reset your account to log in. Please note current tenant staying with us will already have an account set up.
I am a current tenant, and I would like to report a maintenance issue.
Log in to the portal and select “Room Maintenance”, click on “New Jobs”, and fill out the form.
My guarantor has not received a link to for guarantor request.
Please contact us immediately on firstname.lastname@example.org or contact us on 0333 444 1122 as we will need to check if the email has been sent out successfully. Please also confirm the guarantor email address as this will assist us in investigating.
forgot my password on the portal. How do I reset?
You can reset password via the following link: Forgotten Password
I press “Forgotten Password” button to reset password but never receive any email.
Please check your inbox including junk and spam folder. If the problem persists, please email email@example.com or contact us on 0333 444 1122 as we will need to check if there is any issue on the account.
I want to download a statement on the portal, it said that I don’t have outstanding balance so it will not display.
Please email firstname.lastname@example.org or speak to a member of staff at the reception to obtain a statement.
I would like to book a viewing. How can I do this?
Viewing can be arranged via the following link: “Booked A Viewing or Move In Slot”
I would like to reschedule my viewing to another time. How can I do this?
Viewing can rescheduled via the following link: “Booked A Viewing or Move In Slot” and you should be able to view your original timeslot of viewing. Click on “Reschedule” and choose another date and time that is available.
I would like to cancel my viewing to another time. How can I do this?
Viewing can be cancelled via the following link: “Booked A Viewing or Move In Slot” and you should be able to view your original timeslot of viewing. Click on “Cancel” to confirm.
I have accidentally chosen the wrong cities for viewing. How do I make the change?
Please call us on 0333 444 1122 or email email@example.com as we will need to reset your account before you can make another application on viewing.
I would like to send a message on the portal. How do I do this?
Login to the portal: StudentFM Portal and click on the “Menu” button and select “Message”. Click on “New Message” and to firstname.lastname@example.org