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Can I move out early?

Your tenancy is a contract to rent for a fixed term (usually 51 or 44 weeks) and it does not have a option to end early. By entering into the tenancy agreement you are legally bound to the terms of the agreement until it expires. However, if your situation changes and you wish to end your contract with us before the full term has expired, you will need to a) make an application to us in writing to be released from your contract and b) find a suitable tenant to take over your room. If a suitable new tenant is found you will be released from your contract. There is an administration charge for this which you will need to discuss with the residence team at the time.

How long is the contract for?

51 weeks is the standard contract length. 

We also offer 44 week contracts for some of our studios and apartments and shorter lets are available occasionally as well. 

Check with the residence team to see what is available;  [email protected]

When and how do I pay my rent?

The first rent payment is due not less than 7 days before the start date of your tenancy. If you are paying in instalments the payment dates for all the instalments are set out clearly in your tenancy agreement.

What documents do you need from me before moving in?

You need to email us a scanned colour copy of your Passport or photo ID and a document confirming your enrolment in a University or College course.

Do I need a guarantor?

If you are paying by instalments, then you will need to provide a UK based guarantor, but if you pay your rent all in advance you don't need one. 

If you are struggling to find a guarantor there are a number of companies that offer a guarantor service such as Housing Hand. They will charge a fee for this service so get a quote and see what works best for your particular needs. 

Give us a call if you need any assistance with this on +44 (0) 800 211 88 33 or send us an email to [email protected].

Is my booking fee refundable if I decide to cancel?

When you make a booking at The Neighbourhood you will be asked to pay a Booking Fee of £250. 

The Booking Fee is a non-refundable fee required to reserve your room and is payable on a per person basis. There is a cooling off period of 4 working days whereby if you cancel your reservation in writing within 4 working days of making your booking, the Booking Fee will be refunded. Thereafter, at the start of your tenancy the Booking Fee will be transferred into your Security Deposit and you will receive a Deposit Protection Certificate confirming this within 30 days of the Tenancy commencing. 

However, if you cancel your booking after 4 working days have expired it will not be refunded. 

Do I need to pay a booking fee to secure my room?

Yes, the booking fee is £250 and it will convert into your security deposit at the start of your tenancy. 

How do I make a booking?

Our booking process is simple and straight forward.  You can book online, email or call us on +44 (0) 800 211 88 33 and we will make the booking for you and send 

The quickest and simplest method is to click 'Make A Booking' from any page on the website and you'll be taken through the booking process step by step. 

If you have any queries or difficulties with the booking please phone us on 0800 211 88 33 or drop us an email at [email protected]

Can I choose the location of my room?

Yes, when you make a booking here on the website we first of all reserve the first available room for you of the room type you have selected. If you have a preference for a different room however please send us an email and we will check availability and make the necessary changes to your Tenancy Agreement. Room selection is based on a ‘first come first served’ basis so book soon to get the room you really want. Speak to us on 0800 211 88 33 and we can tell you more about the layout of the rooms.

Can I room share or book with my spouse/partner?

Yes, we have Large, Extra-Large and Penthouse Studios available for couples.

Can I room share or book with my friends?

Yes, we have 2 and 4 bed Apartments all available for sharing. 

Who can live at The Neighbourhood?

If you are 18 years or older and study in the UK - you can join us at The Neighbourhood. 

What's included in my Welcome Pack?

  • Your Neighbour Welcome Pack (includes guidelines and "how to" instructions)
  • A printed copy of your signed Tenancy Agreement
  • Contents Insurance certificate
  • Useful information about the appliances in your apartment
  • Useful contact numbers
  • Health and Safety procedures
  • Emergency procedures
  • Map of Cardiff with lots of useful information 

What’s included in my rent?

  • All bills are included (except TV Licence which you will only need if you watch for record live TV online or down load or watch BBC programmes on iPlayer - live, catch up or on demand)
  • 200MB WiFi
  • Free breakfast to go
  • Free to use bikes
  • Weekly cleaning service
  • Free contents insurance
  • Gym
  • Cinema room
  • Study room
  • Karaoke / musc room
  • Private dining room
  • Laundry room
  • 24/7 concierge
  • 24/7 CCTV

Do you offer Bedding & Bathroom packs?

When you purchase a Bedroom Starter Pack it includes the following:

·       2 x Egyptian Cotton White Pillowcases

·       1 x Egyptian Cotton White Double Duvet Cover

·       1 x Egyptian Cotton White Double Flat Sheet

·       1 x Classic Hollowfibre Double Size Duvet (9.0 Tog)

·       2 x Classic Hollowfibre Pillows

Package price £120.00.


Or you can upgrade to our Bedroom & Bathroom Luxe Pack which includes the following:

The entire contents of the Bedroom Starter Pack PLUS…

·       1 x Egyptian Cotton Large White Bath Towel*

·       1 x Egyptian Cotton White Shower Mat*

·       1 x Egyptian Cotton White Hand Towel*

·       1 x The Neighbourhood Luxury Robe*

Package price £160.00.

*These items can be purchased together in a Bathroom Pack for £50*


Mattress protector as standard in all rooms – no purchase necessary.

Call or email us for further details and to arrange a purchase.

What’s included in a Kitchen Starter Pack?

Our Kitchen Starter Pack is included free of charge with every room type, and includes the following:

• Saucepan set for induction hob
• Cutlery (knife, fork, dessert spoon, teaspoon)
• Crockery (dinner plate, side plate, bowl)
• Mugs
• Glasses
• Corkscrew
• Kitchen scissors
• 4-piece cooking utensils set (ladle, fish slice, pasta spoon, serving spoon)
• Wooden spoon
• Can opener
• Vegetable peeler
• Kitchen knives
• Chopping board
• Oven roasting tray
• Tea towels
• Oven gloves
• Colander
• Potato masher
• Cheese grater
• Measuring jug
• Whisk

What’s included in my studio room?

Your Studio Apartment comes with the following:
  • 32” Smart TV
  • 200MB WiFi
  • Double bed
  • Luxury cotton mattress protector 
  • En-suite shower room with sink and WC 
  • Study area 
  • Neighbourhood Welcome Pack
  • Kitchen Starter Pack

Can I view my room before I move in?

You can view some images and floor plans on our website and a video tour too. In the meantime please speak to us on 0800 211 88 33 if you have any questions. 


Can couples live at The Neighbourhood?

Yes for a small additional cost couples can stay in our Large, Extra-Large and Penthouse Studios as dual occupancy. Call or email us for pricing information.

Can I use a rice cooker in my apartment?

We're so sorry but rice cookers are not allowed at The Neighbourhood as they can be unsafe if left unattended. We will remove rice cookers for safety reasons and will store them at reception until the end of your stay. Thank you for your understanding.

I will be new to the area; can The Neighbourhood help me to find my way round?

Yes, please speak to your friendly Concierge Team upon your arrival. They are local to the area and have some great tips for places to go.

Where do I collect my post?

You have your very own lockable post box for your letters and our front of house team will keep your packages safe for you at reception. 

Can I have overnight visitors?

Yes, you are more than welcome to have an overnight visitor to stay at The Neighbourhood. We do limit this to one overnight guest per tenant at any one time and we will need your guest to sign in and out so we know who is in the building in case of emergencies. Your guest can also have a key fob which you will need to sign for when they arrive and hand back when they leave. 

The comfort, safety and wellbeing of our tenants is our biggest priority and we remind all our tenants that the conduct of their guests while staying at The Neighbourhood is the tenant's responsibility as their host. 

Are there any communal areas I can go to study or relax?

Yes, you have unlimited access to the lounge, dinning room, common room, social areas, cinema room, gym, study rooms and outside seating areas.

Are there any events organised for the residents?

Yes, we have weekly social events, cultural events and special events throughout the year. Please speak to your Concierge Team when you arrive.

Can I store a bike on site?

Yes, we have secure storage for your bike but you need to provide a lock and we don't accept responsibility or liability for loss or damage while your bike is stored with us. 

We also have special Neighbourhood bikes which are available on a first come first served basis and are free to use.

Will my belongings be safe?

Yes, there is a safe in every room, your room is fully lockable with a key card. Access to the building is only available to people with a key fob. In addition, there is 24-hour CCTV monitoring and 24-hour security at the Concierge Desk.

What do I do if I have a maintenance issue?

The Concierge Team can help you 24 hours a day.

Who can I talk to about any general queries I have?

The Residence Team is here to help you, from your first enquiry and booking until the day you move in. Once you move in the Concierge Team can help you 24 hours a day.

Are there any hidden costs?

No, all bills are included in your rent. However, you are required by UK law to purchase your own TV licence for the duration your stay if you are watching live TV.

Do you provide any laundry facilities?

Yes, there is a laundry on the ground floor which is open 24/7 and we also offer a weekly or fortnightly linen service for bedding and towels at an extra cost. Please enquire at reception for more information.