FAQs

How can we help you?

Are iQ sites secure?

Each iQ site is covered by CCTV and has onsite security staff, with staff present 24 hours a day. There is also a digital entry system at each building. You should not allow people to ‘tailgate’ – that is, hold the door open for people behind you as you enter.

Can I book if I'm under 18?

We require that all tenants living at one of our buildings in England and Wales are over the age of 18 at the time of moving in. You may book if you are 17, but only if you will have turned 18 before you move in.

Exceptions to this rule are available at sites in Scotland and in selected cases through prior arrangement with a university or institution. If in doubt, please contact your preferred iQ site and the team will be able to advise you.

Can I bring a TV?

If you want to bring a TV, check that your room has a TV point and don’t bring one larger than 21”. You can’t mount your TV on the wall, so make sure it’s free-standing. While all TVs provided by iQ in public areas are covered by a TV Licence, you will need to buy your own licence if you bring your own TV or if there is one already in your room. If you’re unsure, please check with your site team.

For details of licensing requirements regarding catch-up TV and online streaming, please refer to your resident handbook, ask your site team or contact TV Licensing.

Can I bring my bike?

Yes – most iQ sites have a secure bike store that is free to use for all iQ residents. You will need to register and tag your bike with our team when you arrive.

Can I bring my car?

Some of our sites have limited parking, including in some cases disabled parking bays. However, as our locations are generally close to universities and local amenities, a car shouldn't really be necessary. If you do want to arrange parking, speak to your site team as soon as possible - any spaces available are likely to be reserved very quickly.

Can I bring pets?

No, pets are not allowed at iQ so please do not bring any animals of any sort. This is with the exception of assistance dogs, by prior arrangement.

Can I choose where my room is in the building?

Yes, you can specify where you would like your room to be – from those which are still available – at the time you book.

Can I choose who I live with in a shared flat?

Our online booking system will show the gender of those who have already booked a room in your chosen flat, if this information is available.

If you want to make a group booking with people you already know, our group booking procedure will help you do this.

Can I have overnight guests?

Yes. It's your home so you can have guests staying over occasionally, but we would ask you to respect your fellow residents and let your site team know. You are responsible for the behaviour of any guests you bring to your iQ site.

Can I make a group booking?

Yes. If you’d like to share with friends, you can find and select rooms in the same flat on our booking portal. Alternatively, please speak to a member of the site team and they will be happy to help you.

Can I move in early?

Yes, we can often arrange this. Please contact your iQ site directly to see if they have availability.

Can I move out early?

You can move out whenever you are ready but the contract you have with iQ is a Fixed Term Tenancy Agreement and you will still need to pay the full rent until the end of the agreement. In exceptional circumstances, the Operations Manager may decide to grant an early release from the tenancy.

Please note that you should always book a move out inspection to confirm the condition of your room before you leave iQ. This will ensure arrangements are made relating to the return of your deposit.

For full information regarding moving out policies and procedures for your iQ site, please speak to the site team.

Can I smoke in my room?

No, all iQ accommodation is non-smoking. You may smoke outside in designated smoking areas. Please do not smoke anywhere near other residents’ windows, as the unwelcome smell of smoke can drift into their rooms.

Can I store my stuff with you over the holidays?

Yes, we can arrange temporary storage for possessions you don’t want to take home with you. Just ask your Reception team for details.

Alternatively, you can use the Pinglocker app for storage and relocation services they provide nationwide.

Can I sublet my room to someone else?

No. So please don’t try.

If you do find yourself needing to move out for any reason, your site team can advise you on making arrangements to find a replacement tenant.

Can I swap my room?

It may be possible to swap or change your room once you have moved in, subject to availability. A room change fee will apply. To find out if it’s possible for you to change room, please speak to the accommodation manager at your site.

Do I have to be home by a certain time each night?

No, it’s up to you when you come in. If returning late at night, please respect your fellow residents and keep noise to a minimum.

Do I need to clean my accommodation when I move out?

Yes, please make sure your accommodation is clean to avoid any cleaning charges. You can find a checklist of things to take care of here.

For our London residents, if you wish to save time you can use the Pinglocker app to arrange a room clean at an additional cost.

Do you have laundry facilities?

Yes, the vast majority of our sites have a laundry room where you can wash and dry your clothes. These are operated by an independent provider, Circuit Laundry. You will need to pay to use the machines via a top-up card or their mobile app.

For our London residents, Pinglocker provides convenient collection & delivery service for dry cleaning and laundry at an additional cost.

Do you provide bedding?

No, so please bring your own sheets, duvet, pillows, towels etc when you move in – or you may prefer to buy them locally on arrival.

Alternatively, you can order a bedding pack online from Pinglocker (along with many other useful items), and it'll be ready and waiting for you when you move in.

Does iQ permit the use of drugs at its accommodation?

No, drugs are not permitted and prohibited items will be confiscated. The tenancy agreement gives iQ the right to confiscate substances, including ‘legal highs’ without the consent of the resident.

How do I book?

Booking online is quick and easy – it shouldn't take more than 10 minutes.

If you prefer, you can call us (it’s best to call the site you want to book at direct), or visit us at your chosen iQ location. You will need to pay a non-refundable booking fee to secure your booking (or holding deposit in Scotland), which can be paid by debit or credit card.

How do I cancel my booking?

A booking can be cancelled up to and including 31st July of the year when the student was due to move in. The booking fee is non-refundable.

After 31st July, if a student wishes to cancel a booking, they will remain liable for the contractual obligations laid out in the Tenancy Agreement, unless proof of one of the following can be supplied:

  1. Their UK Visa application has been denied

  2. They have failed to obtain the required qualifications to get into their university of choice

  3. Extenuating circumstances e.g. ill-health, family circumstances

Evidence of a) or b) should be supplied to iQ Student Accommodation within 72 hours of receiving official confirmation. 

Where the reason for cancellation can’t be proved in line with the above, the student will remain liable for the full contractual rent, unless and until a replacement tenant is found. The student is responsible for finding an eligible replacement tenant, although site staff will assist where possible. If a replacement tenant is found, the student will be released from the contractual obligations laid out in the Tenancy Agreement and any rent money will be refunded. The booking fee will be retained.

Details of our cancellation policy for England and Wales can be found here

Details of our cancellation policy for Scotland can be found here

How do I get my post / mail?

Your post will be delivered to a lockable post box for your flat. Larger items or those that require a signature on delivery will be retained by Reception. You will be notified if Reception receive an item for you, and you should collect it as soon as possible.

How do I update my marketing preferences?

If you would like to hear from us by email, telephone or SMS please let us know by contacting [email protected] with your preferred contact details.

How much does it cost to live at iQ?

Prices vary according to the site and type of accommodation you need – please check the property page of your chosen site to see the current prices and any offers which may be running. 

Rent is payable in instalments throughout the year, and includes utility bills, contents insurance and free WiFi. Access to most facilities on your site, including gyms and cinemas where available, is included.

How will I get to know people at iQ?

Our sites are home to an international community of students, often studying at a variety of different institutions, and it’s this diversity which can make living with us such a rewarding experience.

We organise regular social events where you can get to know your fellow residents. You will find posters on site telling you what’s coming up soon – or just ask at Reception.

I only have a conditional offer from my university. Can I still book at iQ?

Yes – if you don’t get the grades you need to be accepted by your chosen university then your booking fee will be refunded in full. We will need a letter from the university confirming the withdrawal of their offer to process the refund – you should provide this within 72 hours of receiving official confirmation. Please note, this is the only circumstance in which a booking fee, or holding deposit in Scotland, is refundable.

It may also be possible to transfer your booking to another iQ location, subject to availability. Call the site team at the iQ location you originally booked with as soon as possible if you need to do this.

In the event of a fire, how can I trust that my accommodation is safe?

The safety and security of our residents is our number one priority. All of our sites are fully compliant with current safety standards. Our accommodation has fire alarm systems in place as well as fire prevention equipment, and we carry out regular testing and evacuation drills. Our buildings are also regularly audited by external, independent consultants.

iQ has a full-time, highly qualified, Health and Safety team who visit sites regularly. We also use accredited national providers to service and maintain life safety systems. Additionally, all sites have staff present 24 hours a day, seven days a week.

We are continually reviewing our programme of security, fire and safety standards. If you would like further information about our ongoing fire safety programme please read our fire safety update.

Is food and drink available on site?

Our sites don’t have restaurants or cafeterias, but most sites provide vending machines where you can buy chocolate, crisps, drinks, ice cream and other snacks.

Is there internet access on site?

Yes, all our sites are equipped with WiFi, accessible throughout the building at no extra charge. This service is provided by our internet partners, ASK4. If you have any issues with connecting, you can find their contact details in the resident handbook you will receive on arrival.

What can’t I bring?

Your resident handbook contains a list of prohibited items. This includes many items prohibited for fire safety reasons, such as candles, oil burners, gas appliances and fan heaters. Please see the full list below. If you need further guidance on whether an item is permitted or not, please ask your site team before you move in.

No weapons or drugs (including ‘legal highs’) are permitted under any circumstances.

We don’t allow:

Candles, fireworks, Chinese lanterns, incense, incense burners, kerosene, petrol, LPG gas and LPG gas appliances, compressed gas and compressed gas appliances, rice cookers (unless CE marked), shisha pipes, gas burners, oil burners, tea lamps, halogen heaters, exposed element heaters, fan heaters, real Christmas trees, mains voltage Christmas lights, portable cooking stoves.

What do I need to bring?

You can see what’s included in your room on the room details page for your iQ site. Among the things you will need, or may want, to bring are bedding, towels, toiletries, toilet paper, basic kitchen equipment, hangers, and a computer or laptop.

We have compiled a checklist of things you may want to bring - or buy when you arrive.

Many useful items can be ordered from our partner Pinglocker for delivery direct to your iQ site, so they will be waiting for you on arrival.

What happens if I can’t afford my rent?

If you find yourself in financial difficulties, you should speak to your site team as soon possible. Likewise, if the dates your rent instalments are due do not align with the dates you receive your student loan, please let us know and we will try to come to a solution.

All residents are required to register a guarantor, who will be ultimately responsible for your rent if you do not make payment. The guarantor will need to provide identification and sign a Guarantor’s Agreement, confirming they agree to act as your guarantor.

What happens if my child needs to make a complaint?

We try to resolve any complaints internally, but understand there may be times when this is not possible. Our complaints procedure is detailed here.

What happens to my booking fee?

Your booking fee, or holding deposit for Scotland, is non-refundable (except in the case that the conditional offer from your university is withdrawn). However, it will convert to a refundable damage deposit at the beginning of your tenancy. To find out more about how your deposit works, please ask your site team.

When are my instalments due?

Your rent is taken as four instalments spread out throughout the year to make the payments more manageable for you. Click below to find out more about our instalment structure.

View our England and Wales payment structure

View our Scotland payment structure

Will my flat be cleaned?

You are responsible for keeping your own space clean. It's our responsibility to keep the common areas like the social spaces, reception and laundry clean.

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