Cancellation criteria FAQs

How are cancellation requests made on personal/medical grounds reviewed? 

The Cancellations team consider to what degree the circumstances impact a customer's ability to live in the property. A serious illness, injury, or medical emergency that requires hospitalization followed by prolonged recovery will be considered for cancellation. In such instances, the cancellations team will review your request, together with the provided evidence, liaising with you where necessary, and forward the request on to a Regional Director for consideration to ensure a balanced view is taken.  

There may also be exceptional circumstances (e.g. bereavement) in which a customer may need to cancel. These too will be considered in light of the evidence provided. 

Circumstances that will not be considered for cancellation and should be raised directly with your property team: 

• Maintenance issues
• Noise complaints
• Incompatible flatmates  

I have withdrawn from university, can I cancel? 

Terminating your university/college course, does not automatically make you eligible for cancellation. When submitting your request and evidence, please detail the sensitive or exceptional circumstances that have meant you have had to withdraw from university/college.  

Circumstances that will not be considered for cancellation in this instance: 

• Changed mind about university/college or course
• Have decided to go to another university/college 

Can I cancel if I’m no longer a student? 

It depends on the reason why you have withdrawn from university and are no longer a student. Having a non-student status does not mean you are automatically eligible for cancellation. Please provide detail why you have withdrawn from studying and attach any applicable evidence.  

If your cancellation request is declined you will no longer be eligible to live in the student accommodation, but you will remain liable for the remaining rent instalments of the tenancy agreement or until a replacement tenant is found.  

Can I cancel if my visa has expired? 

If you have failed to obtain the visa needed to take up your university place at the start of the academic year, you can submit a cancellation request for consideration. This does not include situations where your visa has been granted and subsequently withdrawn or has expired. For example, if you make a booking that starts in September 2026 and finishes in August 2027, but your visa at the time of booking shows an expiry date of January 2027, you are still liable for the full tenancy ending in August 2027. 

My cancellation request has been declined but I still want to leave. What do I do? 

If you still wish to leave the property, then you are free to anytime. If you wish to leave the property and remove your liability for the rent, you will be required to find a replacement tenant. We recommend advertising your accommodation on social media or your university’s forum. If you require any assistance with selling your room, please check with your Property Team who may be able to help. Please liaise with your property team if a replacement tenant is found.  

Please note all tenancy takeovers: 

• are subject to an admin fee of £50, for England, Scotland & Northern Ireland properties only.
• cannot be accepted from residents in arrears.
• cannot take place after 1st June.
• must be requested in writing.
• can only take place if the replacement tenant is a student. 

If your request was made on medical grounds and has been declined, we want to make sure you feel supported. Our Property Teams are there to listen and can help guide you towards the wellbeing resources that may best suit your needs. They can talk you through the different support options available, and if it feels easier, they can also connect you directly with one of our Mental Health First Aiders or the Resident Wellbeing Team, who are on hand to offer a listening ear and further guidance. 

What evidence do I need to provide? 

All evidence should clearly show your name, a date, a header, and signature and should be the full document (no screenshots or photos of phone screens). If attaching an email, please attach all the email correspondence.