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?

iQ does not accept parental responsibility for occupiers under the age of 18.

We require that all tenants living at one of our properties in England and Wales to be over the age of 17 or turning 17 during the academic year booked to live at iQ, and tenants living in our Scottish properties to be age 16 or over.

Exceptions to this rule are available in selected cases through prior arrangement. 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 communal areas accessed by all residents 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 or shared kitchen & living area. 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?

Sadly, we do not allow pets at iQ. However, we make an exception for residents who require the assistance of a trained and registered Service Dog or Assistance Dog.

Any requests for emotional support animals that are prescribed by a licensed mental health professional are assessed on a case by case basis.

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. All overnight guests should only stay in your own room and for no more than 3 nights within a 7 day period. We would ask you to respect your fellow residents and let your flatmates know as well as sign in your guest at reception.  You are responsible for the behaviour of any guests you bring to your iQ site.

Due to COVID-19, we may need to make changes to our guest policy in accordance with Government guidance. You can find out more current information about our policy here.

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 or alternatively login to the resident portal to see it is possible to book your room for an early move in.

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.

For extenuating circumstances, you can apply for an early tenancy release to be considered by emailing [email protected]

Can I share my room with my partner?

We offer free dual occupancy across the majority of studios where both residents are students.

You'll see the dual occupancy symbol next to the room number if it is available when you select the room via the floorplan. We'll ask for your partner's details during the booking stages, 

If your partner is not a student, please speak to a member of the site team or contact us on [email protected] and they may still be able to assist.

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 between 11pm and 7am.

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 or Miele. 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. You can book these services through iQ Student Sevices on the iQ app – or you can visit PingLocker’s website

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 can I make a complaint?

Complaints can be made directly through the iQ App or by sending an email to the site team or [email protected] where the appropriate member of iQ will seek to find a resolution.

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

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, 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 provided:

  • a) Their UK Visa application has been denied
  • b) They have not obtained the required qualifications to get into their first university of choice
  • c) They are deferring their university entry
  • d) 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 with supporting evidence attached to the cancellation request 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, once the new replacement tenant has signed their Tenancy Agreement and paid any rent due, the student will be released from the contractual obligations laid out in the Tenancy Agreement. Any overpaid rent money will be refunded, less
an amount equal to your Booking Fee (if you have paid a Booking Fee), as a cancellation fee.

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

Details of our cancellation policy for Scotland can be found here

All cancellation notifications must be made via the 'cancel my booking' button found in your iQ account or using the iQ app or the online resident portal or by emailing [email protected]

 

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 qualify to live at iQ?

To qualify as a resident for iQ you must confirm that you are a student at a higher education establishment in the UK. 

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, subject to the booking terms and conditions, your booking fee will be refunded in full.

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 welcome pack you will receive on arrival.

There’s damage in the flat, will I be charged for it?

We know accidents can happen, but any intentional damage to iQ property will result in costs being passed onto residents. The cost to remedy any damage to communal areas will result in equal charges if no one accepts responsibility.

It’s best to be proactive to avoid any surprise charges for damages. Report any repairs or damage as soon as possible so we can fix it and discuss whether there will be any charges. You can log any repairs via the maintenance section of your resident portal, or on the app.

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.

 

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 to my booking fee?

Your booking fee is non-refundable (except in the limited circumstances listed in the booking terms & conditions).

The booking fee is treated as payment towards your first payment of rent and will be credited to your first rent instalment.

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

Who can be my gaurantor?

Your guarantor can be UK or International based, but must be aged 21 or over; not a full time student; or a current resident in an iQ property.

If you are unable to pay your rent and/or do not act in accordance with the terms of the your tenancy agreement, your guarantor will be under an obligation to pay any outstanding amounts.

Will my flat be cleaned?

No, that’s down to you and your flatmates. We’ll keep the common areas of the building, like the social spaces, reception and laundry, clean and tidy.

Many residents put a rota together so each person in the flat does their bit to keep it clean. If you would prefer to get someone in to do it, you can book cleaning services through the app (provided by Pinglocker  at certain locations) at an additional cost.

 

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