UKStudentHouses Reviews 86

hell on earth, unliveable conditions, no working washing machines even after a month of reporting, no hot water or heating, cockroach infestation in the kitchen, fridges BARELY keep food cold, bathroom is FULL of black mold for over a year despite being reported several times, maintenance line doesn't even work anymore so im having to take legal action via local council, desperately searching for somewhere else to move! please don’t put yourself through this

I cannot stress enough how terrible our experience with UK Student Houses has been in Lancaster. If you are a prospective tenant, please read this entire review before making any decisions.

When we moved into our flat at the end of August, the property was in a completely unlivable state. The bathrooms were filthy, with showers that were completely unusable and full of mold. The communal bins were overflowing to the point of being a health hazard, attracting pests. It took over a week of constant emailing and phoning just to get a cleaner arranged. I had to send multiple follow-up emails on August 31st, September 1st, 2nd, 3rd, and 4th before someone finally arrived. At one point I even had to threaten to arrange my own cleaner and invoice them for breach of the tenancy agreement just to get a response.

The issues have not stopped since move-in. On October 2nd, we reported a serious water leak with the stairs completely soaking wet and a puddle at the bottom. Despite being told it was an emergency and that contractors would attend, it took over a week and a half to get anyone out. By October 10th, I had to email again because the walls and carpet were still soaking wet and smelled awful. As of mid-October, they were still trying to trace the source of the leak.
The communication from the property management team is abysmal. Every single issue requires persistent harassment via email and phone just to get any action. Promises are made and repeatedly broken. You will be told someone is coming, and then they simply will not show up. The lack of urgency for serious maintenance issues like water leaks and health hazards is frankly shocking.

If you value your time and your right to a safe, habitable home, avoid UK Student Houses in Lancaster at all costs. There are better landlords out there who actually care about providing livable accommodation and responding to maintenance issues in a reasonable timeframe. This has been one of the worst rental experiences imaginable, and I would not wish it on anyone. When the Renter's Rights law comes into play in Feb 2026 we will be leaving as soon as possible.

i lived in one of their houses in salford last year and the house was infested with rats and was mouldy but the worse thing was we had no heating or hot water for 2 MONTHS (in november and december). the company promised me £350 in compensation for the inconvenience which still has not been paid (over a year later). they are now ignoring all of my emails so i doubt i will ever get this money but NEVER USE THIS COMPANY their customer service is awful and they do not pay compensation when it is deserved. horrible company

RATS IN THE KITCHEN.
Worst student housing company ever! Do not sign up with these! Me and my friends moved into this house and there was piles and piles of rubbish in the garden, in which we asked maintenance to remove this. We then later saw rats in these bins so urgently begged for somebody to move the rubbish again due to a rodent issue. No response from then, then a few days later we had a rat run from under our fridge into the kitchen whilst we were cooking. We heard noises in the walls and cupboards which was rats. There are so many holes in the kitchen, living room and bedroom so we’re terrified of rats entering though these other areas of the house. We’re so scared of catching any infections from rat poo which is all behind our fridge. We have had to fill the holes ourselves as when we phone the “emergency number” they told us they couldn’t do anything until office hours. Even during office hours I doubt they’ll reply to our multiple emails and missed calls about the same and other recurring issues since we moved in. The customer service is embarrassing, the manager has addressed the rodent issue yet done nothing about it and stopped responding to us. We hate living in this house and have no help or support from the agency or managers here.

I’m writing to express my sincere appreciation for the excellent support I received from Chelsea, my housing representative, regarding the recent issues with the apartment at 1 Mount Street, Lincoln LN1 3JE.

Chelsea handled the matter with professionalism, efficiency, and genuine care. She listened attentively to my concerns, communicated clearly throughout the process, and ensured that the issues were resolved promptly. Her proactive approach and friendly manner made a stressful situation much easier to manage.

I’m truly grateful for her outstanding service and dedication. She is a credit to your team, and I wanted to make sure her efforts are formally recognised.

Thank you once again for the support.

I stayed in Sheffield in a house share, everything was going well until I actually moved in. Didn’t send me my key fob (which was through an app) I had to chase them for it on the start day of my tenancy. Was told a female and a male lived in the house but it was actually 3 males. I had issues with one particular housemate who I had never even spoken to, being intimidating and showing aggressive behaviour. I emailed the property manager, was ignored for weeks and then finally responded and told me to call the police. No support put in the place to move me to a different room, or resolve this. On top of that, that electric went off at least 5 times and I was only there 3 months. Even after I left, I continued to get emails saying there was a maintance report of the electric or hot water failing!! The area that I was in, the team don’t actually seem to care about their tenants. I had no choice but to move out as I was not comfortable in the environment, and to be honest I didn’t want to wait to have to “call the police”, I wanted to be listed to, and have it dealt with. I then had to move out, find somewhere to live and continue to pay my rent in full, no correspondence from anyone. They didn’t care.

It is a cheaper rent option compared to others in the area, so I suppose you pay for it in other ways… I wouldn’t rent with these again.

A 100% honest review with evidence to support my concerns.DO NOT USE THIS COMPANY.Athough they confirmed on e mail back in march that the flat would be ready and mould free on my sons move in day last week(liverpool) the place was a disgusting unsafe tip ! Front door wouldn't close let alone lock! Huge window frame not even attached to the wall! window opening with no stay so could fully open on to the street 4 flights up ! FLAT IS UNSAFE .Rubbish left from old tennants- disgusting! Mould and water ingress everywhere.Oven unusable- again disgusting! I can't even describe the condition of the bed..I wouldn't be happy to let a dog sleep on it. Flat was just a dirty unsafe tip. Had to drive back home with all his possesions. Company ignored numerous emails for a whole week. Worse than all this is 11 days later still no resolution.Customer service 0/10. Have sent them detailed photos and videos to consoliate honest and fair concerns.They really don't care about their tenants.He has no accommodation so is unable to access his university course. THEY DO NOT CARE. My advice STAY WELL CLEAR FROM THIS AWFUL COMPANY.

Lovely people and well accommodating

Jesse, your prompt replies to calls and emails and patience are truly impressive. Your smart and innovative approach is valued. Thank you for ensuring I get settled in.

Thank you so much Phoebe for your excellent customer service! You patiently listened to me and provided all the necessary informations. Oh dear! You were very helpful and made the house rental process smooth and stress-free. Highly appreciated!

Appalling service, 4 girls moved into a house with no boiler working, due to the fact the owner has not paid the gas bill, but still let the girls move in.
Day six with no cooking facilities, hot water or heating, nobody returning calls or answering emails after first initial contact.
House not in a ready to move into state, filthy, broken equipment, overgrown back yard.

I have recently moved into my student accommodation in Lancaster and I can’t fault the service. Tanya has been in touch every step on the way. Thank you for making this process so easy.

The team at UKStudentHouses are great at what they do. Jesse and Jenna were especially great during the process of sorting out my accommodation.

Staff need educating. No replies to emails. When you finally get through on the helpline they tell you lies. I have called 3 times and been told the same lie 3 times. Not received the link I need to move in. Disgusted with the service. The company need to rethink their hiring process because it is a mess. Would only recommend if desperate and don’t mind communicating with people that are about as clever as a tray of eggs.

Having to review again here this company is a set of scruffs honestly, don’t think anyone is actually doing their job. All on the way to the house now with no link to get in sent, no answers to phone calls or emails. Worst customer service I have ever experienced and Kirsty especially is no help at all with a phone number listed that doesn’t work and when we had an issue before she was getting snotty. Honestly don’t book with these scruffs

I am honestly outraged with the customer service from this company avoid all you can…coming from someone who hasn’t even moved in yet. Emails and constant phone calls leading to infinite empty responses\solutions. We have emailed since february about this house.

First issue was the deposit + rent which before we signed the contract the estate agent said this (the rent ) would be moved to when the loan comes in but we was more than happy to pay the deposit as it’s standard procedure after messaging on whatsapp for months we had no reply or if we was lucky enough to get a reply it was “we will look into this for you” eventually we got a reply of “ we have no chat history “ so yet again not confronting the issue at all again empty answers. Coming up to a week or so before this payment of 350 was due we was told we actually did have to pay this still and funnily enough which my next issue is about to be stated there was no response on the sofa issue but quick enough to grab the money they needed! i bet if we hadn’t of payed it they would’ve been quick enough to pick up a phone or respond to the email, so that’s the first issue.

Second issue! we viewed the house and was happy with it apart from there was only one sofa ( a two seater ) for a house with 4 people basic knowledge tells you not all of you can sit down… so we chased this up and was promised a sofa when moving in, have we heard anything ( of course not !!! ) emails after emails to calls after calls being told “ we will pass this on “ to eventually the staff have the cheek to get snotty with us asking for a basic need for the house we are about to be paying more than enough for between us but they simply can’t be bothered to just reply to us.

Third issue we had absolutely no information about the “keys” for the house obviously these are on our phones so i’d assume some form of email with when we should receive the keys where we receive them from or how we even get them would be a nice start.. but no we had to call multiple times and ask and eventually got told we would receive a link to download this app, now let’s bare in mind we got the text for the rent one whole week before it was due but the move in date is from today! and have we received anything… no of course not. honestly i cannot believe the absolute state of the customer service i am appalled this is never okay but it’s especially not okay when we have paid money and relying on this house to live somewhere to continue our studies. i cannot wait to see how this turns out when we need something fixing in the house or god forbid there was a gas leak ect. Honestly a joke don’t bother even trying to book with them quick enough to snatch your money but not one care for their customers and especially the attitude they’re forgetting they are getting paid to sit at a laptop and respond to us trying to get a blood test is quick than this joke of a company.

1. Key Activation and Access Delay

I did not receive my registration link for the iLOQ key activation until around 12:15 PM on 5 September, despite my tenancy officially starting that morning. During this time, I attempted to contact the team multiple times by both phone (0333 344 7061) and email but was unsuccessful. This delay prevented me from accessing the property when expected, forcing me to cancel my booked movers at great personal expense.

While I appreciate the eventual escalation from the sales team, the lack of communication and delay was unacceptable and caused significant stress and financial loss.

2. Presence of Previous Occupant & House Condition

Upon finally entering the property, I was shocked to find another individual inside who claimed to still be a tenant. She had not moved out her belongings, citing that her new property was not ready. Her presence, along with her friend later confronting me aggressively, left me extremely distressed.

In addition, the property was in an appalling and unhygienic state despite being assured during viewing that it would be deep cleaned prior to move-in. Issues observed included:
Heavy oil stains on the kitchen walls and counters
Stained and dirty rug in the living room
Multiple stains on walls throughout the house
Pungent smell and yellow stains on the mattress
Bathroom in extremely poor condition: black stains in the shower, brown/yellow stains in the toilet
Damp, dusty, and hair-covered carpet in the bedroom
Sticky flooring in the hall
Leftover food in the sofa and fridge

I had to arrange and personally pay for an emergency deep-cleaning service (£305) to make the property habitable.

3. Maintenance and Communication Failures

Further issues included:
Wi-Fi: The password provided in the welcome email was incorrect, requiring unnecessary troubleshooting.
Heating: Radiators and thermostats were not functioning.
Shower: Leaking shower head and broken holder.
Kitchen Sink: Persistent leaking from the pipe causing constant dripping noises.

Will was friendly, professional and very knowledgeable during the house viewing. He explained everything clearly, answered all my questions with patience and made the whole process feel comfortable and straightforward. I felt well-looked after from start to finish.

Really quick to respond to any enquirys. Great help when asked about changing different things to better suit. Really handy oveall

Jesse Daley has been extremely helpful throughout the process of setting up my 16 year old with accommodation - answering all my questions, arranging a visit and helping set up payments etc.