cloudstudenthomes.co.uk Reviews 7

They manage a unit that I own and they are nothing more than a bunch of unprofessional thieves. I have been dealing with them for around 5+ years. Take some genuine advice and do not rent through them or have them manage anything you own

Cloud Student Homes have an excellent proven track record and experience with managing and letting Purpose Built Student Accommodations (PBSAs) around various universites across the country. I highly recommend their service. Thank you.

When we attended the property to move my son in we were shocked to find it in an uninhabitable state. There was extensive black mould in the bathroom, poor ventilation, heavily stained and unhygienic carpets, and an unclean kitchen and laundry area. It was clear the property had been neglected for weeks. The Highgate Student Advisor on site confirmed it had not been cleaned for 8 weeks which only highlights the complete failure in management.

These conditions are not only unacceptable but also dangerous. They pose serious health risks and clearly render the property unfit for habitation under the Homes (Fitness for Human Habitation) Act 2018.

To make matters worse the property management team has been entirely unresponsive. They never answer the phone nor do they reply to emails even in urgent situations. At the start of the academic year my son was left effectively homeless and we were forced to rely on emergency accommodation provided by the University of Leicester after travelling three hours only to find the contracted property in this appalling condition.

This is not just poor service it is a complete disregard for duty of care. Absolutely unacceptable.

One of the most frustrating parts of living in their Newcastle upon Tyne student accommodation hasn’t just been the issues with the property itself — it's been the complete lack of support and accountability from the company managing it.

Trying to raise a formal complaint is an absolute nightmare. There is no clear complaints process anywhere on their website, and when you do manage to find a form, you’re left in the dark with no proper response or follow-up. It feels like they’ve gone out of their way to make it as difficult as possible to speak to anyone who can actually help. My complaint from January 2025 remains with no response from the managing company or property management.

Worse still, the phone line is virtually non-existent. I’ve spent over 25 minutes on hold multiple times, only for no one to ever answer. This isn’t a one-off issue — it’s a consistent pattern. Calling them is a complete waste of time, and you’re left with no other effective way to reach someone from management.

When issues are raised in person or via their so-called maintenance app, you’re either ignored, passed around, or told things like “there’s nothing we can do” — which is not acceptable for a paid accommodation provider. There is zero ownership or urgency from the staff or company when it comes to resolving problems.

For a company responsible for housing hundreds of students within one property, the lack of professionalism, communication, and basic customer service is shocking. Problems are left unresolved for months, and you're made to feel like you're a nuisance for even asking for support.

If you expect even a basic standard of care, communication, or a functioning complaints process, I would strongly recommend looking elsewhere for a reliable accommodation with a trusted management agency behind it.

Avoid like the plague or you might end up with the plague. Do not touch anything to do with these charlatans. I booked a property for my daughter based on their description in Leicester and it bore no resemblance to the actual advert. The walls were running with damp, the whole place smelled like it had never been cleaned, the sanitary ware was so stained it looked like a badly maintained public toilet. The kitchen was so dirty that apparently the 27 residents would not use it and most of the cupboards were either broken or had been burnt until they melted, actually dripping melted. If they did even the basic checks they would have seen that this property needed to be condemned by Environmental Health and their staff should be embarrassed to work for such a lying company. They don't answer the phone or reply to emails or chats (other than their AI bot which is useless). Even the property manager said the place was "a shit hole". Refused to even talk to me about getting my deposit back until I threatened to start a Money Claims Online procedure. Then they gave me the deposit back.

I am trying to end my contract due to family health issues that stop me from going back into the UK and quitting university for a year however I tried emailing, texting them on WhatsApp and calling Trinity Halls and Cloud Student Homes only for them to hang out their phone after 27 minutes of waiting on hold. I only want to end up the contract as I am not returning back to the UK for at least a year and I can’t afford paying rent in a place where I am not living. They asked for rent to be payed on the 28th however they won’t answer either my emails, phone calls or texts on WhatsApp. Very poor customer service. I am hoping that by writing this review they will get back to me asap.

Rented a room in Plato House Liverpool from September 22 - July 23. Once the cold weather started realised that the central heating wasn't working. Several attempts were made to fix it but eventually they gave up. In the meantime the weather got colder until the room became uninhabitable. Kept asking what was going to happen. Nothing did. Got sick, my studies suffered. Complained, nothing happened. In January I was given a portable heater. The radiator never got fixed. I couldn't leave as I was tied by my contract and was never offered alternative accommodation by Cloud Student Homes. I have been asking for compensation for six months now and their customer service is a nightmare, it is repetitive, aggressive and downright soul-destroying. The company say they need receipts to prove hardship so they can escalate the procedure. Emails are routinely ignored and then you have to begin again. They seem to think they are within their rights to neglect tenants and charge students full price for a room with no form of heating. Avoid at all costs