Yes, of course! We know it can be daunting when choosing somewhere to live. Our friendly sales team are on hand between Monday – Friday, 9.30am – 5pm to answer your questions. You can use our Live Chat function, or give us a call on +44 (0)20 457 18133

Definitely! It’s super important to be familiar with a room before you book. You can either view the property in person or book a virtual tour. If you’re still browsing, we have plenty of 360 tours of our rooms, on each property page.

We always aim to provide an outstanding service to our residents. However, we understand that sometimes things can go wrong. If you’re a resident, parent, third party user or are otherwise impacted by our residences then we would like to hear from you so we can put things right.

Your complaint will be handled in the following way:

STEP 1: All complaints should be made in person or via email to the Residence Manager of the building who will be more than happy to help. You will receive a response from a member of the management team within five days.

STEP 2: If you are not satisfied with the outcome and wish to escalate your complaint, you should do so in writing by emailing your complaint to info@scape.com.

STEP 3: We will confirm receipt of your complaint within three working days.

STEP 4: We will aim to respond fully to your complaint as quickly as possible, but it could take up to 4 weeks.

STEP 5: If you are not satisfied with our resolution, you should raise a formal complaint to the National Code, more details can be found on their website www.nationalcode.org.

Unlike other accommodation providers, you don’t need a guarantor to live at Scape.

Between the dates of 1st November to 30th June, there is a cooling off period of seven (7) days after the Initial Payment has been made and a Booking Confirmation has been received. Between the dates of 1st July to 31st October, there is a cooling off period of forty eight (48) hours after the Initial Payment has been made and a Booking Confirmation has been received. After this deadline you may cancel your booking up to and including 1st August 20254 by sending an email to bookings.uk@scape.com. In this instance you will forfeit your Initial Payment.

Past this, you are responsible for finding a suitable replacement (a student not already living at the property, who is attending a full time course). Until a suitable replacement is found you are liable for the payments that fall due as part of your Residence Agreement. Once you’ve found a replacement you will have make a £350 payment to cover the administration costs and for us to prepare the room for the new student. We refer students looking for rooms outside of our typical booking periods to this Facebook group.

Find out more information on the replacement process.

If you are within the cooling off period, you can cancel your booking. Outside of this period, you may be eligible to apply for a refund under one of our flexible policies. More information can be found here. If you are not eligible then please refer to the above section on cancelling your contract.

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