Frequently Asked Questions

Not all Flow Student properties require a security deposit. The payment required when you book depends on the property you choose.

Security deposit properties
If you are booking at Truro Works, Park Village, The Moor or Clanny House, you will be required to pay a £150 security deposit as part of the booking process. This is the only payment required at the point of booking. Once your booking is complete, your deposit will be protected in a registered Tenancy Deposit Protection Scheme.

All other Flow Student properties
You do not pay a security deposit. Instead, an advance rent payment is required as part of completing your booking. This is not a deposit or an additional charge – it is deducted from your first rent instalment.

At all Flow Student properties, charges may still apply for things such as damage, lost keys or other breaches of your tenancy agreement. Any charges will be handled in accordance with the terms and conditions of your tenancy.

Please contact the site team directly to discuss this. Any addition of an occupant to your tenancy would be subject to approval and the terms of your tenancy agreement.

Booking is completed online through our student portal, Portal X.

Here’s how it works:

1. Choose your city, property, room type, and tenancy duration
2. Select Book Now and you will be asked to register on our student portal, Portal X
3. Complete your online application, finalising the room and tenancy details.
4. Your application will then be reviewed by the site team
5. Once approved, you’ll receive an email asking you to:
   • Log back into your portal
   • Pay the advance rent (approximately £99, varies by city)
   • Sign your tenancy agreement
   • Arrange for your guarantor to complete their agreement (if paying by instalments)

Important: You’ll have 7 days from approval to complete your booking before it is automatically cancelled. If your booking is cancelled you will need to start the process again by simply logging back into your portal.  Please note in some instances your original room selection may no longer be available.

We offer a range of room types to suit different lifestyles and budgets, including en-suite rooms, rooms with shared bathrooms, shared apartments and private studios. Room types and features vary by location, so check your chosen Flow Student property to see what’s available

Each site has a designated parcel delivery location.

Parcels that are too large to fit in your post box will be accepted by our onsite team on your behalf. All received post will be logged on your Portal account so you can check quickly and easily see if you have a parcel waiting.  

Please note: if the correct information is not provided on the parcel label, it will not be possible to log the item.  

Please wait until a parcel has been logged before you come to reception to collect it. When you do come to collect it, please bring your ID with you. We are unable to give your parcel to anyone else. If you are unable to receive a parcel, please notify the Flow Student Team as soon as possible.  

Any parcels that have not been collected within 30 days will be returned to the sender. If you are waiting for an important letter or parcel, please make sure you have arranged delivery for when you are present.  

Parcels are accepted by the Flow Student Team on the understanding that we will not be held responsible for any losses or damages. At the end of your tenancy please ensure you update your address and inform your contacts.  

We are unable to forward any mail after your tenancy has ended – we will remind you closer to the time.