faq's / help
Find answers to the most common questions about living with Neo. Whether you’re curious about the application process, and facilities, or need information on moving in and settling down, we’ve got you covered.
We want to make your stay as comfortable as possible, so feel free to explore these FAQs to help make your transition into student life smooth and stress-free. If you don’t find the answer you need, our team is always here to help!
General
Can I view a room?
Absolutely! At Neo, our doors are always open (metaphorically of course, our reception opening hours are 8am – 4pm), 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!
Do I need a guarantor?
Students looking to pay their rent in instalments will need a UK guarantor.
Who can be my guarantor?
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.
Do I need to be a student?
Yes. Neo is exclusively for students – a dynamic hub designed to amplify your university journey through innovative spaces and a thriving community.
Do I need to pay a deposit?
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.
I only have a conditional offer, can I still book?
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.
Can I book with friends?
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!
Do you offer short-term lets?
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.
Can I rebook my current room for the next academic year?
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.
Can I see who else has booked in my flat?
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!
How old do I need to be to live at Neo?
If you’re a full-time student aged 18 or over, you’re welcome to join the Neo community.
How does my guarantor complete their section of the booking process?
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
Will you contact my guarantor directly about my tenancy?
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.
How do I complete my booking?
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!
Can a dual occupant be added to my tenancy?
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.
Can I see a copy of the tenancy agreement?
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.
Booking Guarantee
What is the booking guarantee?
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 Cancellation policy here.
Can I cancel my booking for free?
Life is unpredictable, and we get that! For the reasons above, you can cancel your booking at no cost, subject to the terms of our cancellation policy.
Can I get someone to take over my tenancy?
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.
Payments
What is the cancellation policy?
View our cancellation policy here.
What bills do I need to pay when I live with Neo?
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.
What happens if I can’t pay my rent on time?
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!
When do I need to pay my rent?
For a 44-week tenancy:
- Installment 1: 27th August 2025 – 4 weeks rent
- Installment 2: 24th September 2025 – 14 weeks rent
- Installment 3: 19th January 2026 – 13 weeks rent
- Installment 4: 6th May 2026 – 13 weeks rent
For a 51-week tenancy:
- Installment 1: 27th August 2025 – 4 weeks rent
- Installment 2: 24th September 2025 – 16 weeks rent
- Installment 3: 19th January 2026 – 15 weeks rent
- Installment 4: 6th May 2026 – 16 weeks rent
Don’t forget, 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.
What happens if my rent payment isn’t made within 14 days of the due date?
Can I pay cash?
Unfortunately, not. We’re keeping it digital at Neo for safety and security reasons. Please use our student portal for all bank transfers – simply check your Neo resident portal for all the details.
What if I run into financial difficulties before or during my stay?
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.
How do I pay my rent?
Paying your rent is easy, use our student portal for all your bank transfers. Simply check your Neo resident portal for all the details.
Guarantors
Do I need a guarantor?
Students looking to pay their rent in instalments will need a UK guarantor.
Who can be my guarantor?
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.
What documents does my guarantor need to provide?
Your guarantor will need to provide proof of their financial stability, including recent bank statements, proof of income, proof of residence, and their passport. We will be performing a credit check.
How does my guarantor complete their section of the booking process?
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
What happens if my rent payment isn’t made within 14 days of the due date?
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.
Will you contact my guarantor directly about my tenancy?
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.
What if I run into financial difficulties before or during my stay?
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.
What if my guarantor doesn’t or can't sign their agreement?
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.
I don’t have a guarantor; can I still live in Neo accommodation?
What is Housing Hand?
Neo Life
What is there to do at Neo?
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!
How do I get to know people?
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.
Can I bring pets?
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! Find your property email address here.
As a disabled person, I have specific living needs. Can Neo cater for these?
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.
Do I need to bring any furniture?
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? Check out our Pinterest boards for stylish ideas!
Will I get a cleaner?
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. Chat to the team here.
Where do I wash my clothes?
All Neo properties have a 24-hour on-site laundry room equipped with washing and drying machines available at an additional cost.
Do I need to move out during the holidays?
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. Contact your site team to make a summer booking.
What should I do before I move out?
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 keep an eye out in your email inbox and resident portal.
How do I make a complaint?
We always aim for excellence but understand things might not always go as planned. If you have a concern or would like to make a complaint, please complete our complaint form below
Can I have overnight guests?
Yes, your Neo home can host guests for up to three 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.
Is there free wifi and what speed is offered?
Stay connected with free high-speed WiFi in your room and across all our buildings! With speeds of up to 100Mb/s, you can easily connect up to six devices and even share with guests. Our network keeps you online smoothly with regular device reconnections, and if you ever need help or want to check your speed, our friendly site teams are always ready to give a hand.
Will I need to buy my own TV licence?
Wellness Support
What wellness support does Neo Students offer?
We’ve got a range of support to help you thrive: from confidential counselling via our Student Assistance Programme, to virtual GP appointments, the Wellness Portal with tips and resources, and advice from our on-site Wellbeing Officer, there’s always someone to guide you.
How can I get help if I’m stressed or homesick?
If you’re feeling overwhelmed, you can speak with our Wellbeing Officer, use the Student Assistance Programme for confidential counselling, explore resources on the Wellness Portal, or book a virtual GP consultation, whatever works best for you.
Rooms
How secure are Neo properties?
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.
What happens if I have a maintenance problem?
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. Please contact your site team to log any maintenance issues.
What does a fully fitted kitchen mean?
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.
Do I have to share my bathroom?
No. All rooms at Neo enjoy the privacy of an ensuite bathroom.
Do I have to share my kitchen?
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.
Is there a communal area for students?
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.
Is contents insurance included?
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.
Is there secure bike storage?
Yes, all Neo properties feature access to ample, secure, resident-only bike storage facilities.
Can I smoke or vape in my room?
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.
What happens if I lose my key fob?
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.
What is the floor layout of my accommodation?
If you’re curious about your space, you can view the floorplans for all Neo properties to find the perfect fit for you by clicking your preferred property below:
Bedding & Kitchen Packs
Where can I get bedding and kitchen packs from?
Visit our Neo portal here, your one-stop-shop for ordering all student packs and decor items for your Neo room. You can customise your packs and add extra items like bedroom, kitchen, living, bathroom, and cleaning extras to make your space as comfortable as possible.
How do I order items on the Neo portal?
- Visit the Neo portal and browse the available packs (Kitchen & Bedding).
- Select your pack, then customise it by adding extras from categories like Bedroom, Kitchen, Living, Bathroom, and Cleaning.
- Review your order at the checkout page, where you can choose your Neo delivery address, select a delivery date, and choose your payment method.
- Complete your order, and you’ll receive a confirmation email with all the details!
I'm an international student, can I have everything I need waiting for me when I arrive?
Yes! International students can also order their packs and have them delivered before their arrival. Simply select your delivery date on the Neo portal, and we’ll make sure your items are waiting for you when you arrive. If you need help with the process, our shop support team is available to guide you and can be reached at customerservice@unpacked.co.uk
Getting Around
What's the best way to get from Neo to my university?
Visit our property pages to find out more about their location and travel times to Universities and other important amenities.
