All Saints House,
Sunderland

Do I need a guarantor?
When making a booking, please note a UK based guarantor must be provided.

To verify and complete your booking you will need to provide essential guarantor information including their full name, UK address, contact details and proof of income.

What happens if I do not have a UK guarantor?
If you do not have a UK based guarantor, there are many third-party services who can assist. If you are struggling, please get in touch and we will try to help the best we can.

Do student loan dates affect payment deadlines?
No. Rent must be paid according to the agreed contractual schedule regardless of student loan payment dates.

If payments are missed, the Accommodation Provider may take action in line with the tenancy agreement, and Casita may assist in communication.

What is the guarantor responsible for?
A UK-based guarantor must meet the eligibility criteria set by the Accommodation Provider and is fully liable for the tenant’s obligations if payments are not made.

The guarantor may be required to sign the tenancy agreement and cover unpaid rent or charges if necessary.
The Accommodation Provider may contact the guarantor directly or via Casita.

What payment methods are accepted?
Payments must be made in Pound Sterling (£) via the methods specified by the Accommodation Provider, typically including:

• Bank transfer

• Card payment (including phone payments where available)

Any currency conversion fees or bank charges are the responsibility of the payer.
Casita will share payment instructions provided by the Accommodation Provider.

What happens if I don’t include my payment reference?
You must include the correct tenant reference on all payments.
If this is missing or incorrect, delays may occur, and neither Casita nor the Accommodation Provider is responsible for delays caused by incorrect referencing.

Can I make part payments?
No. Part payments are not accepted.

If a partial payment is made, the full balance remains due on the original payment date and failure to pay may be treated as a breach of the tenancy agreement by the Accommodation Provider.

How do I cancel my booking before moving in?
All cancellation requests must be submitted in writing to the Accommodation Team or the official email address provided.
 Your cancellation is only valid once you receive written confirmation of acceptance.
 Please note that the holding deposit will be retained and is non-refundable.

Can I cancel if I don’t get into my university?
You may be eligible to be released from your agreement before move-in only if:

• You are a first-year prospective undergraduate student, and

• Your university offer is withdrawn because you did not achieve the required grades

You must submit the required supporting documents within 7 calendar days of your results being published. All requests are subject to review, and cancellation is only confirmed once the documents are accepted as valid.

Can I cancel if I choose a different university?
You may be eligible to be released from your agreement before move-in only if you exceed your required grades and choose to attend a different university.
 You must submit the required documents within 7 calendar days of your results being published. Cancellation is only confirmed once formally approved following document verification.

What documents do I need to provide for a university-related cancellation?
You must provide the following within 7 days of your results being published:

• A written rejection letter from your original university or UCAS evidence showing required grades were not achieved

• A UCAS status screenshot confirming your results

• If applicable, proof of acceptance at your new university via UCAS adjustment

Your agreement will only be cancelled once these documents have been reviewed and accepted as valid.

Will I get a refund if my cancellation is approved before move-in?
If your cancellation is approved under the university-related conditions, any rent paid and security deposit will be refunded.
 However, the holding deposit will not be refunded.

Can I cancel after I’ve moved in?
No, not automatically. Once you have moved in, you remain legally bound by your tenancy agreement unless the landlord agrees to release you.

What do I need to do to leave after moving in?
You must:

• Obtain the landlord’s permission

• Find a suitable replacement tenant

The replacement tenant must:

• Meet all verification requirements under clause 1.4

• Be over 18 and enrolled in full-time education in proximity to the accommodation

• Agree to the booking terms

• Sign a new tenancy agreement

• Pay all sums due under the agreement

• Take a tenancy that is equal to or longer than the remaining term

When will I receive any refund after finding a replacement tenant?
Any refund (such as pro-rata rent or deposit) will only be processed once the replacement tenant:

• Has passed all verification checks

• Has signed the tenancy agreement

• Has paid all required sums

• Has moved into the accommodation

The security deposit will be refunded only after a check-out inspection, and may be reduced to cover any damages, arrears, or dilapidations beyond fair wear and tear.

Is there a fee for changing tenants?
Yes. A £50 fee is charged to the outgoing tenant for the tenancy variation, in line with the Tenant Fee Act 2019.

What happens if I can’t find a replacement tenant?
If you do not find a suitable replacement tenant, you (and your guarantor, if applicable) will remain fully responsible for the rent and all contractual obligations for the duration of the tenancy agreement.

Can I sublet my room instead?
No. You must not sublet your tenancy without prior written consent from the accommodation provider.

Are the rules different for Scotland?
Yes. For properties under a Private Residential Tenancy in Scotland:

• You must provide at least 28 days’ written notice, unless a different notice period is agreed in writing by the landlord or agent

• The notice period begins from the date it is received

• Your notice must clearly state the date the tenancy is to end

• You remain liable for rent during the notice period

If no notice is provided, you may still be held liable for rent for 28 days after it is determined that you have vacated.