General

1. How often will my cleaning services take place?

The subscription cleaning service will be on a fortnightly basis.

2. What is a specialist clean and what if I require one?

This is for the safe removal of body fluid such as vomit. Please contact your property team who will be able to add this onto your booking. The additional charge for this is £35.

Please note: If this service has not been requested and pre-paid prior to the booking taking place the booked Services may be cancelled and no refund will be issued.

3. How do I make a booking?

Residents will need to complete the booking request form within the Resident Cleaning Service section on the Student Roost Portal. The property team will be in touch to confirm this has been received and to organise payment. For bookings made prior to check in, scheduling will follow closer to your stay with us. If you already live with us, the property team will contact you directly at the time of payment to organise a suitable date or time.

4. When will the subscription cleans start once I have made my booking?

Cleaning services will commence from the 1st October. Your first clean will be booked within the first two weeks of October and continue on a fortnightly basis.

5. Will the housekeeper arrive at a certain time?

We understand it is important for you to know when your cleaning service will take place and so we will give you a date and timeslot. Unfortunately, we cannot give an exact time but for example the timeslot may be between 10am and 1pm.

Cancellation

1. What is your cancellation policy?

If you wish to cancel your whole cleaning subscription service within the first 14 days of making the booking, you may do so with immediate effect, by sending an email to the property team.

If you wish to cancel your whole cleaning subscription service after the 14-day period is over, we will require 30 days’ notice by sending an email to the property team. Payment will still be required for the 30 days’ notice period.

If you only want to cancel or reschedule one clean (and not the whole subscription service) please contact your property team providing 24 hours’ notice.

2. How do I cancel?

All requests for cancellation or rescheduling must be made in writing to the property email address and provide the required amount of notice.

Refunds

1.How long will my refund take?

Refunds will be returned to residents’ accounts within 5-10 working days.

2. What if I am not happy with my service and would like a refund?

If you are dissatisfied with the cleaning service, please contact your property team via email. We take all complaints seriously and will try our best to fix any issues first time.

We ask that Housekeepers be granted the opportunity to rectify any dissatisfaction with a clean.

If we are unable to rectify any dissatisfaction, a refund may be issued at the Operations Manager’s discretion.

3. Why wouldn’t I be refunded?

Cleans will not be completed if a resident is in bed or using the bathroom facilities. You will still be charged for cleans in this instance.

Refunds will not be issued for cleans cancelled by Student Roost, due to an unrequested Specialist Clean being required.

Need to reschedule?

1. How do I reschedule my booking?

Please send an email to the property email address. We will require 24 hours’ notice to reschedule a visit.

If you need to reschedule your routinely cleaning service, please contact the property team and they will endeavour to rearrange to a more suitable time.

Covid Considerations

1. I am now self-isolating due to COVID, can I have a reschedule free of charge?

Yes. Please try and give us at least 24 hours’ notice. Where it hasn’t been possible to give 24 hrs notice, please note you may be asked to show a positive test result.

2. My flat have booked a kitchen clean but one of us self-isolating, will the kitchen cleans continue?

Yes, kitchen cleans can continue so long as the person self-isolating remains in their room while the kitchen is being cleaned.

Payments

1. How do I make a payment?

Your charge will be added to your Student Roost account, you will be able to settle this by logging into your account or making an in-person card payment at reception. Payments must be up to date to allow the services to take place.

2. How is my data used?

Please see our privacy policy here.

3. How often can I make a payment?

Residents can pay annually in full, or termly/monthly in line with your rent payment plan.

4. Can my guarantor make the payment on my behalf?

Yes, in the same way you pay your tenancy payments, if you provide access, your guarantor can make payments on your behalf within your Student Roost account.

Service Delivery

1. Do I need to be present for a clean?

No, you don’t. In fact, in line with our COVID considerations, you cannot be present for the cleaning service. Furthermore, it is easier for our Housekeepers if they don’t have to clean around you.

2. Do I need to supply the cleaning products for the Resident Housekeeper?

No, cleaning products will be provided by the Student Roost team carrying out the cleaning service. You cannot request we use your own products due to health and safety risks.

Complaints

1.How do I make a complaint?

Please email your property email address and address this to the Operations Manager.

Technical

1. I am unable to book or make payment due to system error? Who shall I contact?

Please speak to a member of our property team, they will be able to help or escalate the issue.