Question 1

Can I view a room?

Accepted Answer

Absolutely! At Neo, our doors are always open (metaphorically of course, our reception opening hours can be found here), ready to welcome you into our vibrant community. To schedule a tour of your preferred Neo space simply visit our contact page and select the accommodation you’re interested in viewing. Dive into a virtual tour on our property pages, or get in touch via phone or social media!

Question 2

Do I need a guarantor?

Accepted Answer

Students looking to pay their rent in instalments will need a UK guarantor.

Question 3

Who can be my guarantor?

Accepted Answer

Your guarantor needs to be over 18 years old, living in the UK, and ideally in stable employment or owning/renting a home. Once they sign the guarantor agreement, they only step in financially if absolutely necessary, giving you peace of mind to focus on your studies and student life.

Question 4

Do I need to be a student?

Accepted Answer

Yes. Neo is exclusively for students – a dynamic hub designed to amplify your university journey through innovative spaces and a thriving community.

Question 5

Do I need to pay a deposit?

Accepted Answer

Yes, a deposit of £150 is payable at the time of booking. Your deposit will be securely held in an official deposit protection account called My Deposits. The deposit will be returned to you after you move out, subject to any necessary deductions.

Question 6

I only have a conditional offer, can I still book?

Accepted Answer

Definitely! With just a £150 advanced rent payment, your room at Neo is secured. And if plans change? We’ve got you covered with a full refund, ensuring you have total flexibility for your university adventure. Check out our T’s and C’s.

Question 7

Can I book with friends?

Accepted Answer

Of course! At Neo, we love making group bookings possible. Let us know the names of your friends when you book online and we’ll do our best to cluster your rooms together. It’s all about creating connections that last a lifetime!

Question 8

Do you offer short-term lets?

Accepted Answer

We do. While our communities are usually bustling year-round, we’re keen to accommodate your needs wherever possible. Get in touch directly to discuss what short stay availability your preferred accommodation has available.

Question 9

Can I rebook my current room for the next academic year?

Accepted Answer

Yes! If you’re thinking of staying with us for another year keep an eye out for our exclusive rebooking promotions in your email inbox and on the resident portal too.

Question 10

Can I see who else has booked in my flat?

Accepted Answer

Absolutely! Once your booking is confirmed, you can join our exclusive Facebook groups and connect with your future flatmates before you arrive. It’s your community – get to know it right from the start!

Question 11

How old do I need to be to live at Neo?

Accepted Answer

If you’re a full-time student aged 18 or over, you’re welcome to join the Neo community.

Question 12

How does my guarantor complete their section of the booking process?

Accepted Answer

Guarantors will receive an email detailing step-by-step what’s required of them. If your guarantor is unsure about anything, they can speak with us directly by reaching out through our contact page

Question 13

Will you contact my guarantor directly about my tenancy?

Accepted Answer

We aim to communicate directly with you whenever possible. However, if there’s a hiccup with payments or tenancy terms, we may need to contact your guarantor. Rest assured, we always respect your privacy preferences.

Question 14

How do I complete my booking?

Accepted Answer

Ready to start your Neo adventure? It’s simple, just book directly through our booking portal which you can access on our property pages. Once all necessary documents, including the guarantor and tenancy agreements, are submitted and verified, your booking will be confirmed, and your journey at Neo officially begins!

Question 15

Can a dual occupant be added to my tenancy?

Accepted Answer

If you’re planning to share your Neo experience, make sure to arrange for any dual occupants before check-in. You can do this by emailing us or detailing your preferences at the time of booking on our booking portal.All dual occupants must be committed for the full tenancy period, and any changes must be approved in advance.

Question 16

Can I see a copy of the tenancy agreement?

Accepted Answer

Absolutely! You have full access to view your tenancy agreement (also known as your Assured Shorthold Tenancy or AST) online in the resident’s portal. The log in details are the same as you chose at the time of making your booking.

Question 17

What is the booking guarantee?

Accepted Answer

At Neo, we understand that sometimes plans need to change. That’s why we offer a flexible booking guarantee. You can cancel your booking at no charge if: You don’t achieve the necessary results to attend your chosen university.Your visa application is declined. You decide to attend a university in a city where Neo doesn’t have accommodation. For all the specifics, please review our Terms and Conditions.

Question 18

Can I cancel my booking for free?

Accepted Answer

Life is unpredictable, and we get that! For the reasons above, you can cancel your booking at no cost.

Question 19

Can I get someone to take over my tenancy?

Accepted Answer

If life’s twists and turns require you to move on from your Neo room and you don’t qualify for a tenancy release under the terms and conditions of our Booking Guarantee, you can transfer your tenancy if you find someone to take over your tenancy. The new tenant will need to agree to the current rent and term conditions. Here’s how it works: Once you find a replacement who meets all requirements, including paying any due rent, They sign their tenancy agreement, Confirm receipt of their keys, and Move into their new Neo room and complete an inventory form, We’ll consider the tenancy takeover complete.

Question 20

What is the cancellation policy?

Accepted Answer

At Neo, we understand the importance of flexibility. That’s why we offer a 7-day cooling-off period for bookings made up until 31st July 2025. If you book on or after 31st July 2025, you’ll have a 48-hour cooling-off period. Remember, if you move in during the cooling-off period, the agreement becomes binding from the day you move in.

Question 21

What bills do I need to pay when I live with Neo?

Accepted Answer

Living with Neo means you never have to worry about utility bills! Broadband Wi-Fi, contents insurance, and all utilities are included. If you plan on watching or recording live TV from your Neo room including using BBC iPlayer, you’ll need to handle your TV license, which you can find more about by visiting www.tvlicensing.co.uk.

Question 22

What happens if I can’t pay my rent on time?

Accepted Answer

If you’re worried about making rent on time, come and talk to us. We’re here to help you figure out the best approach to managing your payments. Remember, keeping us in the loop is key!

Question 23

When do I need to pay my rent?

Accepted Answer

Your rent may be due before your contract starts and might not align with student loan dates. Plan accordingly to avoid any late payment fees or further action.

Question 24

What happens if my rent payment isn’t made within 14 days of the due date?

Accepted Answer

If rent isn’t paid within 14 days of the due date, an interest charge of 3% above the Bank of England's base rate will apply daily on the overdue amount until it is paid.

Question 25

Can I pay cash?

Accepted Answer

Unfortunately, not. We’re keeping it digital at Neo for safety and security reasons. Please use our online portal for card transactions or a bank transfer - simply check your Neo resident portal for all the details.

Question 26

What if I run into financial difficulties before or during my stay?

Accepted Answer

Don’t stress – we’re here to support you. If financial hurdles appear, reach out early to chat about your options. We’re here to help you navigate through any financial rough patches with advice and guidance tailored to your situation.

Question 27

How do I pay my rent?

Accepted Answer

Paying your rent is easy with two options - bank transfer or card payment. Please use our online portal for card transactions or a bank transfer - simply check your Neo resident portal for all the details.

Question 28

Do I need a guarantor?

Accepted Answer

Students looking to pay their rent in instalments will need a UK guarantor.

Question 29

Who can be my guarantor?

Accepted Answer

Your guarantor needs to be over 18 years old, living in the UK, and ideally in stable employment or owning/renting a home. Once they sign the guarantor agreement, they only step in financially if absolutely necessary, giving you peace of mind to focus on your studies and student life.

Question 30

What documents does my guarantor need to provide?

Accepted Answer

Your guarantor will need to provide proof of their financial stability, including recent bank statements, proof of income, and proof of residence.

Question 31

How does my guarantor complete their section of the booking process?

Accepted Answer

Please ensure your guarantor completes their agreement within two weeks of your contract signing. If there’s a hitch, we'll be in direct contact to sort it out. Guarantors will receive an email detailing step-by-step what’s required of them. If your guarantor is unsure about anything, they can speak with us directly by reaching out through our contact page

Question 32

Will you contact my guarantor directly about my tenancy?

Accepted Answer

We aim to communicate directly with you whenever possible. However, if there’s a hiccup with payments or tenancy terms, we may need to contact your guarantor. Rest assured; we always respect your privacy preferences.

Question 33

What if my guarantor doesn’t or can't sign their agreement?

Accepted Answer

If your guarantor is hesitant or unable to sign let us know and we'll ask you to nominate another eligible guarantor. If finding another guarantor isn’t an option, we can connect you with a third-party guarantor service.

Question 34

I don’t have a guarantor; can I still live in Neo accommodation?

Accepted Answer

Of course! If you are unable to provide a UK guarantor, you can live with Neo by paying your full year's rent in advance of move-in. Alternatively, we can connect you with a third-party guarantor service called Housing Hand.

Question 35

What is Housing Hand?

Accepted Answer

Housing Hand is a service that acts as a guarantor for students who cannot provide one. It’s especially useful for international students and provides a guarantee for your rent for a fee. There are additional costs associated with this, please visit the Housing Hand website to find out more information. Housing Hand website for more details.

Question 36

What is Housing Hand?

Accepted Answer

Housing Hand is a service that acts as a guarantor for students who cannot provide one. It’s especially useful for international students and provides a guarantee for your rent for a fee. There are additional costs associated with this, please visit the Housing Hand website to find out more information. Housing Hand website for more details.

Question 37

What is there to do at Neo?

Accepted Answer

At Neo, your student life can be whatever you want it to be; be that chilled and relaxed or packed with activities! From fitness classes at our on-site gyms and movie nights in our cinemas to social events, gaming nights and even private dining rooms. Plus, we’re committed to your success and host workshops , webinars and much more. There’s always something happening here!

Question 38

How do I get to know people?

Accepted Answer

Getting to know your fellow Neo residents is easy and fun, thanks to our dedicated social spaces and events calendar. Keep an eye on our social media to stay updated with what’s on.

Question 39

Can I bring pets?

Accepted Answer

Pets aren’t allowed to live in our properties. However, if you have specific queries, please contact the property email directly, and we’ll be happy to assist!

Question 40

As a disabled person, I have specific living needs. Can Neo cater for these?

Accepted Answer

At Neo, we strive to make sure every space is accessible. Our accommodations are equipped with step-free access, and we can make necessary adjustments to your studio, such as grab rails, stair lifts, visual fire alarms, and more. We also provide information on disabled parking and ensure accessible communal areas.

Question 41

Do I need to bring any furniture?

Accepted Answer

Our rooms come fully furnished with high-quality furnishings designed to maximise your space. Due to fire safety regulations, personal furniture and large appliances are not permitted. If you need inspiration on personalising your space?

Question 42

Do I need to bring any furniture?

Accepted Answer

Our rooms come fully furnished with high-quality furnishings designed to maximise your space. Due to fire safety regulations, personal furniture and large appliances are not permitted. If you need inspiration on personalising your space?

Question 43

Will I get a cleaner?

Accepted Answer

When you move out of your room, we’ll arrange professional cleaning to ensure it’s perfectly prepared for the next resident.If you’d like to organise cleaning for your room during your stay, the site team can help connect you with a local provider. Any arrangements and payments would be made directly with them.

Question 44

Where do I wash my clothes?

Accepted Answer

All Neo properties have a 24-hour on-site laundry room equipped with washing and drying machines available at an additional cost.

Question 45

Do I need to move out during the holidays?

Accepted Answer

Your contract covers you for the full academic term, so there’s no need to move out during the holidays. If you wish to stay over the summer however, we recommend booking early to secure your spot.

Question 46

What should I do before I move out?

Accepted Answer

Moving out couldn’t be simpler – all you need to do is arrange an inspection with the site team to ensure everything is in order. Remember, you’re responsible for your own room as well as shared living areas (this doesn’t include communal spaces such as cinemas or gyms). Remember, you’ll need to vacate your room by a specific time on moving day – just ask us for the details or keey an eye out in your email inbox and resident portal.

Question 47

How do I make a complaint?

Accepted Answer

We always aim for excellence but understand things might not always go as planned. If you need to make a complaint, please review our complaints policy and follow the correct procedure to help us address your concerns promptly.

Question 48

Can I have overnight guests?

Accepted Answer

Yes, your Neo home can host guests for up to two consecutive nights per week. Just sign them in at reception for safety reasons. For longer stays or frequent visits, please discuss with the site team to ensure comfort and respect for all residents.

Question 49

Is there free wifi?

Accepted Answer

All residents can enjoy free high-speed WiFi in your room and throughout our buildings! Connect effortlessly to our network, with regular device reconnections to maintain optimal performance. If you need help or want to check your speed, site teams are here to assist.

Question 50

Will I need to buy my own TV licence?

Accepted Answer

We’ve got you covered in communal areas, where TV licences are included. If you plan to watch or record live TV or BBC iPlayer in your room, you’ll need to purchase your own TV licence. You can easily set this up here (https://www.tvlicensing.co.uk/).

Question 51

How secure are Neo properties?

Accepted Answer

Your safety is our priority. Rest easy knowing that our accommodation is monitored by 24/7 CCTV and our dedicated security staff. With advanced electronic fob door entry systems, intercoms, and CCTV, you can focus on your studies and enjoy your student life worry-free.

Question 52

What happens if I have a maintenance problem?

Accepted Answer

Our dedicated maintenance team is always on hand to resolve any maintenance issues. We aim to fix problems on the first visit, though sometimes we may need to order parts or bring in external contractors. You can easily log maintenance issues through the Neo residents’ app and we’ll keep you informed every step of the way.

Question 53

What does a fully fitted kitchen mean?

Accepted Answer

Our properties are designed with your convenience in mind. Each ensuite and studio is equipped with essential cooking appliances including a cooker, hob, oven, and fridge/freezer – everything you need to feel at home.

Question 54

Do I have to share my bathroom?

Accepted Answer

No. All rooms at Neo enjoy the privacy of an ensuite bathroom.

Question 55

Do I have to share my kitchen?

Accepted Answer

Studio living at Neo means you won’t have to share your kitchen. If you’re living in a shared apartment, you’ll share a communal kitchen and lounge which is designed as the ideal spaces for cooking and relaxing with your flatmates.

Question 56

Is contents insurance included?

Accepted Answer

Yes, for your peace of mind contents insurance is included in your rent. When you arrive you’ll receive details of the policy and if you require additional coverage, you can contact the provider direct to upgrade.

Question 57

Is there secure bike storage?

Accepted Answer

Yes, all Neo properties feature access to ample, secure, resident-only bike storage facilities.

Question 58

Can I smoke or vape in my room?

Accepted Answer

Smoking or vaping inside is not permitted at any Neo property, in line with your tenancy agreement. However, there are designated smoking and vaping areas available for your use.

Question 59

Is there a communal area for students?

Accepted Answer

Yes! Outside your room, there’s a variety of communal areas equipped with individual and group study spaces, TV’s, cinema screens, pool and foosball tables, gym facilities, and comfy social spaces – all set up for you to unwind and connect with other students.

Question 60

What happens if I lose my key fob?

Accepted Answer

Don’t worry, our site teams are available 24/7 to assist you. If you ever find yourself locked out or lose your key fob, just head to reception and we’ll help you get back into your room without a fuss.

Question 61

What is the floor layout of my accommodation?

Accepted Answer

If you’re curious about your space, you can view the floorplans for all Neo properties on the relevant property pages

Question 62

What's the best way to get from Neo to my university?

Accepted Answer

Visit our property pages to find out more about their location and travel times to Universities and other important amenities.

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