FAQs
Everything you need to know.
Booking & Applications
How do I book a room?
You can book online through our website. Choose your preferred property and room type, complete your application, and we’ll take it from there. If you’d rather see the room first, you can arrange a viewing before you commit. Either way, we’ll guide you through every step once you apply.
Do I need to be a student to live here?
Yes. Our accommodation is for full-time students only. You’ll need to provide proof of student status as part of your application.
Can I choose my room?
Yes, subject to availability. During the application process, we’ll ask a few questions to understand your needs and any preferences. We can’t guarantee every request, but we’ll always make reasonable efforts to accommodate requests related to a disability under the Equality Act 2010. We also welcome information about cultural, religious, or other preferences to help with room allocation.
Can I live with my friends?
You can request it, and we’ll do our best. We can’t guarantee it, but group bookings are something we always try to accommodate.
Can I view a room before I book?
Yes. We encourage it. You can arrange a viewing at any of our properties before you commit. Get in touch and we’ll sort a time that works for you.
Can international students apply?
Yes. We welcome applications from international students. The same process applies, though guarantor requirements are worth noting: without a UK-based guarantor, you’ll need to pay rent in full upfront. Housing Hand can help if you need a guarantor service.
What’s the difference between your room types?
We offer ensuites, standard rooms, studios, and suites (at The Printworks only). All rooms are finished to the same standard regardless of type. The main difference is size. Visit our Rooms page for a full breakdown.
Contracts & Payments
What type of contract will I have?
You’ll typically have a common law tenancy or a periodic tenancy, depending on the property. Your specific contract type will be confirmed when you book.
How long is the tenancy?
Most tenancies run for a fixed term of 52 weeks. Your exact dates will be confirmed in your tenancy agreement.
How do I pay my rent?
Rent can be paid in instalments or in full. The available payment options will be explained during the booking process.
What happens if I’m struggling to pay?
Get in touch with us as soon as possible. We’ll talk things through with you, outline your options, and work towards a solution together. Please don’t wait.
Do I need a guarantor?
If you have a UK-based guarantor, you can pay rent in instalments. If you don’t have one, you’ll need to pay in full upfront. Alternatively, Housing Hand offers a guarantor service that may be able to help.
What is a guarantor?
A guarantor is someone who agrees to cover your rent if you’re unable to pay. They need to be UK-based and pass a credit check. If you don’t have a UK guarantor, Housing Hand offers a guarantor service that may be able to help.
Will you contact my guarantor?
We may contact your guarantor in line with your tenancy agreement and data protection requirements.
Cancellations and Ending Contracts
How does the Renters Rights Act affect my booking?
As a member of ANUK, an accreditation body for purpose-built student accommodation, we offer common law fixed term tenancies. This means your contract is fixed for a set period and is not covered by the Renters Rights Act.
Can I cancel my booking before I move in?
If your plans change because you didn’t get the grades required to study in Durham, or you’ve withdrawn from your course, please get in touch and we’ll discuss your options.
Can I be released from my contract once I’ve moved in?
If you withdraw from your course and have written confirmation from your university, you can submit a request to cancel.
Moving In & Out
When can I move in?
Your move-in date will be set out in your tenancy agreement. We’ll also be in touch before you arrive with everything you need to know.
What do I need to bring?
Your personal belongings, bedding, and kitchen items. Everything else is waiting for you.
What happens on move-in day?
You’ll collect your keys and complete any required paperwork. The team will be on hand to help you settle in.
What happens when I move out?
You’ll need to return your keys and vacate by the agreed time. Please leave your room clean, in good condition, and take all your belongings with you. Charges will apply for any items or rubbish left behind that require removal.
Where can I store my belongings before I move in?
We don’t have the space to store belongings before your contract starts, but we work closely with Shine Group Student Storage. They’ll collect your boxes and keep them safe until you’re back for the start of term. Find out more at shinereachandwash.co.uk/student-storage.
Living in the Accommodation
Are there rules I need to follow?
Yes. You’ll be expected to follow the terms of your contract and our house rules, which cover things like behaviour and noise. We want everyone to enjoy living here, and that means looking out for your neighbours too.
Can I have guests?
Guests are welcome for short stays. Check your contract for the specific rules at your property.
Is smoking allowed?
No. Smoking and vaping are not permitted anywhere inside the building or on site.
Is Wi-Fi included?
Yes, in all our PBSA properties.
Is student accommodation in Durham bills inclusive?
Yes. At all our PBSA properties, utilities are included in your rent. That covers heating, water, and electricity, so there are no surprise bills.
Is there laundry on site?
Yes. All properties have laundry facilities. In shared flats, you may have one in your kitchen, or there’ll be a communal laundry room. Check with the site team if you’re not sure what’s available at your property.
Is there parking available?
Speak to the team for available options.
Is there bike storage available?
Yes, at all properties except 77 North Road.
How are post and parcels handled?
Elvet Residences has a secure mail and parcel room where deliveries are kept for you. All properties have secure postboxes for small items of mail. Larger deliveries are your responsibility to collect directly from the courier.
What is PBSA?
PBSA stands for Purpose-Built Student Accommodation. It refers to buildings designed and managed specifically for students, with services built in - bills included, communal spaces, on-site support, and so on. All our main properties are PBSA.
Is there a contents insurance requirement?
It’s not compulsory, but we’d recommend it. We’re responsible for the building; your personal belongings are yours to protect. It’s worth taking out a contents policy before you move in.
Health, Safety & Security
Is the building secure?
Yes. All properties have controlled access and CCTV, with on-site staff where applicable. Specific security arrangements vary by property.
Are fire safety measures in place?
Yes. All buildings are fitted with fire alarms, fire doors, and other safety systems, all of which are regularly checked and assessed. There is also lots of helpful fire safety information in your resident handbook.
What should I do in an emergency?
Follow the emergency procedures displayed in your building and contact the emergency services if required.
Will staff need access to my room?
Occasionally, yes, for inspections, maintenance, or safety checks. We’ll give you notice where we can.
Maintenance & Repairs
How do I report a maintenance issue?
Through the Concurrent App. You’ll find step-by-step instructions on the notice boards and in your move-in pack.
How quickly will repairs be carried out?
We aim to sort issues promptly. Urgent repairs are always prioritised.
Welfare & Support
Is support available if I need help?
Yes. Our team is here for accommodation-related concerns and can point you towards further support where needed.
What if I have a disability or require adjustments?
Please let us know as early as possible. We’ll work with you to make reasonable adjustments wherever we can.
Equality & Diversity
Do you support students with different needs?
Yes. We’re committed to being an inclusive place to live and will consider all reasonable adjustment requests in line with our legal obligations.
Complaints
How do I make a complaint?
Send your complaint in writing to hello@cabanastudents.com. Include your contact details, a description of the issue, any relevant dates, and the outcome you’re hoping for. We’ll acknowledge your complaint within five working days and aim to provide a written response within 14 working days. If you’re not satisfied with the outcome, you can request a review within ten further working days. This will be handled by a senior member of staff not previously involved. If the issue remains unresolved after our internal process, you can escalate through ANUK.
What happens after I make a complaint?
We’ll acknowledge it, investigate thoroughly, and respond within a reasonable timeframe.
Data Protection
How is my data used?
We handle your personal data in line with UK GDPR. It’s used to manage your tenancy and related services.
Will my data be shared?
Only where necessary, and always in line with our privacy policy.
Deposits
Will I get my deposit back?
Yes, subject to any deductions for damage, cleaning, or unpaid rent. If you leave your room as you found it, there’s nothing to worry about.
How long does it take to return my deposit?
Within 28 days, in line with your deposit protection scheme. If there are any delays, we’ll let you know in writing.
How do I know my deposit is protected?
Your deposit will be protected with MyDeposits within 30 days of payment. You’ll receive confirmation once it’s registered.