Reply from House of StudentSep 5, 2026
Hi Julie,
We’re sorry to hear about your experience and understand how stressful securing accommodation can be, particularly during the clearing period.
When our team attempted to process Arthur’s application for Yugo Austen House, we were unfortunately unable to proceed with the requested tenancy since it was no longer available. Our team then shared alternative available options in an effort to help Arthur secure suitable accommodation, and we assure you that this was not an attempt to upsell.
When you chose not to proceed with the alternatives, your refund was initiated promptly and confirmation was shared with you. The 10–12 day timeframe communicated is the expected processing time for the amount to reflect back, and not a period during which House of Student retains the funds.
We would also like to assure you that House of Student does not intentionally advertise unavailable accommodation. Our availabilities are automatically updated every few hours; however, particularly during peak periods such as clearing, availability can change within minutes as rooms are booked. In such instances, our team is fully committed to helping students find suitable alternatives based on their requirements, which are not necessarily more expensive than their original choice.
We completely understand the disappointment of not being able to secure your preferred accommodation, especially at such an important time, and we are sorry that we were unable to find an alternative that suited Arthur’s requirements on this occasion. A member of our team will also be reaching out to you directly to follow up on your experience. We wish Arthur the very best for his time at university.
Regards,
Team House of Student
