Support Centre
How can we help you?
Find answers about accommodation, bookings, payments, verification, and more.
General Questions
What is The HomeBridge?
The HomeBridge is a UK student accommodation platform that connects international and domestic students with verified, safe homes across the UK. We work with trusted homeowners and letting agencies to provide a secure, supportive housing experience for students arriving in the UK.
Is The HomeBridge free to use?
Yes. Creating an account and browsing properties on The HomeBridge is completely free. There are no setup fees, no hidden charges, and no monthly subscription. Fees only apply when you complete a booking, and these are clearly shown before you confirm.
How do I create an account?
Click the Sign Up or Register button and select your role - Student, Homeowner, or Agency. Fill in your details, verify your email address, and upload any required documents. Your account will be reviewed and activated by our admin team, usually within 24 - 48 hours.
What countries are students from?
We support international students from over 50 countries including Nigeria, India, Pakistan, Bangladesh, Ghana, China, UAE, Saudi Arabia, Malaysia, the Philippines, and many more. All students are welcome regardless of nationality, and our platform operates fully in English.
How is The HomeBridge different from other platforms?
Unlike general rental platforms, The HomeBridge is built specifically for international students. Every property is admin-verified, every homeowner is vetted, and our support team understands the unique needs of students arriving in the UK. We also offer ID verification, Stripe-protected payments, and ongoing student support - all in one place.
Is my personal data safe?
Yes. We are fully GDPR compliant. All personal data and identity documents are encrypted and stored securely. We never share your personal information with third parties without your explicit consent. You can request deletion of your account and data at any time by contacting our support team.
For Students
Can I book a home before arriving in the UK?
Yes - this is one of the main reasons we exist. You can search, enquire, view property photos and details, and complete your booking entirely online before you arrive in the UK. We work with you and the homeowner to ensure everything is ready when you land. Many of our students arrive with their accommodation already confirmed.
How do I search for properties?
Use the search bar on the homepage or visit the Properties page. You can search by city, area, or university name, and filter by duration, room type, and number of people sharing. Results show verified properties with real photos, prices, and homeowner information.
What documents do I need to register as a student?
You will need to upload a valid photo ID (passport or national ID card) and proof of student status (such as a university offer letter, student ID, or CAS letter). You may also be asked for parental consent if you are under 18. Documents are stored securely and reviewed only by our admin team.
How do I send an enquiry to a homeowner?
Once your account is verified, visit the property listing you are interested in and click Send Enquiry. You can introduce yourself, mention your move-in date and duration, and ask any questions. The homeowner will receive a notification and respond through the platform. All communication stays on The HomeBridge for your safety.
Can I request a virtual or in-person viewing?
Yes. You can request a virtual viewing (video call) through the platform before booking, which is especially useful for students still abroad. In-person viewings can also be arranged once you are in the UK or if a trusted contact is available. We encourage all students to view before committing.
What is included in my accommodation?
This varies by property. Most listings clearly state what is included - such as bills (gas, electricity, water, broadband), furnished rooms, shared kitchen and bathroom access, laundry facilities, and more. Always check the property details and ask your homeowner before confirming. Some properties include all bills; others are bills-exclusive.
What happens if I need to move out early or change my booking?
If you need to leave early or change your dates, contact your homeowner through the platform as soon as possible. Each homeowner may have their own terms for early departures. If you cannot reach agreement, contact our support team and we will help mediate. Refund eligibility depends on the booking terms agreed at the time of payment.
Safety & Verification
How does HomeBridge verify properties?
Every property submitted by a homeowner or agency is reviewed by our admin team before it goes live. We check that photos are accurate, that the homeowner's identity has been verified, and that the property meets our basic safety standards. Listings that fail our checks are not approved. This means every property you see on The HomeBridge has passed our admin verification process.
How are homeowners verified?
Homeowners must provide proof of identity (passport or driving licence) and proof of property ownership or management rights. Their documents are reviewed and approved by our admin team before they can list properties. Homeowners who receive consistent complaints or fail to meet our standards can be removed from the platform.
What should I do if I feel unsafe?
Your safety is our first priority. If you ever feel unsafe in your accommodation, contact our support team immediately via the platform or email us at info@thehomebridge.co.uk. In an emergency, always call 999 (UK emergency services). We will work with you to find alternative accommodation as quickly as possible.
Are the property photos accurate?
We require homeowners to submit real, current photos of the actual room and shared spaces. Our admin team reviews photos before approving listings. If you arrive and find the property does not match the photos, please report this to our team immediately - we take this very seriously and will investigate any discrepancies.
How do I report a problem with my accommodation?
You can raise a support request from your dashboard, or contact us directly at info@thehomebridge.co.uk. Please include your booking reference, a clear description of the issue, and any photos if relevant. Our team will respond within 24 hours and assist with resolution.
Payments & Deposits
How do I pay for my accommodation?
All payments on The HomeBridge are made securely through Stripe - a globally trusted payment processor. You can pay using most major credit and debit cards. You will never be asked to pay a homeowner directly in cash or by bank transfer outside of the platform. Any request for off-platform payment should be reported to us immediately.
Is my deposit protected?
Yes. Payments made through The HomeBridge are processed securely via Stripe. We handle deposit transactions through the platform to provide a record of payment. For long-term tenancies, homeowners in England and Wales are legally required to place deposits in a government-approved Tenancy Deposit Scheme (TDS). If you are unsure about your deposit protection, contact our support team.
Can I get a refund?
Refund eligibility depends on the circumstances and the booking terms. If you cancel before moving in, you may be entitled to a partial or full refund depending on how much notice was given. If the property does not match the listing or you experience a serious issue, you can request a refund through our platform's refund request system. All refund requests are reviewed by our admin team and processed through Stripe.
How do I request a refund?
Log in to your account and navigate to your booking or payment history. Click Request Refund and provide details of your reason. Our admin team will review the request and contact you within 2 - 3 business days. If approved, refunds are processed back to the original payment method and typically appear within 5 - 10 business days.
Are there any hidden fees?
No. All fees are shown clearly before you confirm a payment. Registration and browsing are always free. Any platform service fees, if applicable, are displayed at the payment stage before you confirm. We do not charge surprise fees after booking.
For Homeowners
How do I list my property?
Create a Homeowner account, complete your identity verification, and then click List a Property from your dashboard. Fill in the property details, upload clear photos of the room and shared areas, set your price and availability, and submit for review. Our admin team will review and approve the listing, usually within 24 - 48 hours.
Is it free to list a property?
Yes. Listing your property on The HomeBridge is completely free. You only pay a commission or service fee when a booking is successfully completed. All fees are clearly outlined before you activate your listing, so there are no surprises.
How do I receive payment from students?
Payments from students are processed securely through The HomeBridge platform using Stripe. Once a student completes a booking and payment, funds are processed and transferred to you according to our payment schedule. You will receive a notification and can track all payments from your homeowner dashboard.
What standards must my property meet?
Your property should be clean, safe, well-maintained, and accurately represented in photos. Rooms should include basic furnishings (bed, storage, study area) and shared spaces should be in good working order. We reserve the right to reject listings that do not meet our safety or quality standards. Repeat complaints can result in account suspension.
How do I manage enquiries from students?
When a student sends an enquiry about your property, you will receive a notification in your dashboard and by email. You can respond, ask questions, and arrange viewings all through the platform messaging system. We recommend responding to enquiries within 24 hours to maintain a good response rating.
Moving to the UK
When should I start looking for accommodation?
We strongly recommend starting your search at least 2 - 3 months before your expected move-in date, especially for cities like London and Manchester where demand is high. The earlier you search, the more options you will have. Many of our students complete their booking before they even receive their visa.
What documents do I need for renting in the UK?
For renting in the UK, you will typically need: a valid passport, your UK student visa (BRP card or vignette), proof of university enrollment (offer letter or CAS), and a UK bank account or proof of funds. Some homeowners may ask for a reference or guarantor. Our team can guide you through any specific requirements for your booking.
Can I rent without a UK bank account?
Yes. Because payments on The HomeBridge are processed through Stripe, you do not need a UK bank account to pay for your accommodation. You can pay using an international credit or debit card. Once you arrive in the UK, we recommend opening a student bank account (many UK banks offer this) for ongoing rent payments and day-to-day expenses.
What is the Right to Rent check?
In England, landlords are legally required to check that all tenants have the right to live and rent in the UK. This is called a Right to Rent check. As a student with a valid visa, you will pass this check. You may be asked to show your passport and visa documents to your homeowner when you move in. This is a legal requirement, not a sign of distrust - every tenant must go through it.
What if I arrive and my home is not ready?
If you arrive and your accommodation is not ready, not as described, or unavailable, contact our support team immediately. We will work urgently to help you find temporary or alternative accommodation. This situation is very rare because we verify all listings in advance, but if it happens, you are not alone - we will support you every step of the way.
For Agencies
How does an agency partner with The HomeBridge?
Register as an Agency on The HomeBridge and complete our verification process. Once approved, you can list and manage multiple properties, receive student enquiries, and access our managed placement pipeline. We currently work with over 50 agencies across the UK. Contact us at info@thehomebridge.co.uk to discuss a partnership.
Can agencies list multiple properties?
Yes. Agency accounts on The HomeBridge are designed to manage a portfolio of properties. You can add, edit, and manage multiple listings from a single dashboard. Each listing goes through our standard admin verification before going live.
What commission does The HomeBridge charge agencies?
Commission rates for agencies are agreed upon during the partnership onboarding process and may vary depending on volume and agreement type. All fees are transparent and disclosed upfront. There are no hidden charges. Contact us at info@thehomebridge.co.uk for a full breakdown of agency fees.
Still have questions?
Our support team is ready to help you with anything - from finding a home to payment queries.