What is the “true promise” and cancellation policy?


If you cancel within 14 days, you are entitled to a full advanced rent payment refund. 

Once you have booked and the 14 days has elapsed you are bound into a legal license agreement which requires you to pay the rent for the full license period. If you wish to cancel your booking once the 14 days, you will remain liable for the contractual obligations laid out in the Tenancy Agreement unless you can offer proof that you fit any of the following criteria: 

  • You fail to get the results to attend the City and University you selected 
  • Your VISA is declined 
  • You choose to move to another university city where we are yet to have true student accommodation 

In some cases, we’re willing to cancel the booking if a replacement tenant is found who will take on the rent liability. This decision will be made by the management team at their discretion.  

For tenants booking at true Swansea, we will allow an extended cancellation period until our show flat is ready to view during January 2021. Cancellations must be made by 31st January 2021.

What bills do I need to pay when I stay with true?

All utility bills including broadband Wi-Fi and contents insurance for your belongings are all included. 

You are responsible for the purchase of a TV license if you intend to watch or record live terrestrial TV programmes or use BBC iPlayer, even if you have been provided with a TV by true Student. For further information, visit www.tvlicensing.co.uk.

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

Please come and talk to us, we know it can be stressful to manage your finances when studying and our team will be able to help if you are prompt in letting us know.  We will always work with you to find the best way for you to pay your rent. 

When do I need to pay my rent?

Please see our payment schedule for 2020/21 for true Newcastle and true Birmingham here and our payment dates outlined for true Manchester, Salford here.

For 2021/22 bookings, please see our payment dates across all sites here.

Please note: your rent may be due before the contract begins and the dates may not coincide with student loan dates. This should be taken into consideration when planning your accommodation as late payments may be subject to interest charges and, in some cases, legal action against the resident and their guarantor.

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

You will be required to pay interest at the rate of 3% above the base rate of Bank of England (calculated on a daily basis) on the unpaid amount of any sum due to true Student which is not received within 14 days of the due date (whether demanded or not and without prejudice to any other remedy) for the period beginning on the due date until the date it is received in cleared funds inclusive of both dates. 

Can I pay cash?

At present we are unable to accept cash payments. Our preferred payment method is via a card transaction through our online portal. It’s 100% safe and secure. We also accept bank transfers – you can find our details through your true account.

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

Our onsite teams are dedicated to providing you the support you need. If you run into any kind of financial difficulties before or during your stay, please reach out to a member of the true team for advice.

Can’t find what you’re looking for?

Send us a message and we’ll get back to you as soon as we can.