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Quick q’s
Still have a question?
Visit FAQCan I talk to someone?
Yes, of course! We know it can be daunting when choosing somewhere to live. Our friendly sales team are on hand between Monday – Friday, 9.30am – 5pm to answer your questions. You can use our Live Chat function, or give us a call on +44 (0)20 457 18133
Can I tour before booking?
Definitely! It’s super important to be familiar with a room before you book. You can either view the property in person or book a virtual tour. If you’re still browsing, we have plenty of 360 tours of our rooms, on each property page.
How can I make a complaint?
We always aim to provide an outstanding service to our residents. However, we understand that sometimes things can go wrong. If you’re a resident, parent, third party user or are otherwise impacted by our residences then we would like to hear from you so we can put things right.
Your complaint will be handled in the following way:
STEP 1: All complaints should be made in person or via email to the Residence Manager of the building who will be more than happy to help. You will receive a response from a member of the management team within five days.
STEP 2: If you are not satisfied with the outcome and wish to escalate your complaint, you should do so in writing by emailing your complaint to support@scape.com
STEP 3: We will confirm receipt of your complaint within three working days.
STEP 4: We will aim to respond fully to your complaint as quickly as possible, but it could take up to 4 weeks.
STEP 5: If you are not satisfied with our resolution, you should raise a formal complaint to the National Code, more details can be found on their website www.nationalcode.org.
Do I need a guarantor to book?
Unlike other accommodation providers, you don’t need a guarantor to live at Scape.
How do I book?
You can find a room using our Find a Room button. Follow the journey and choose your location, room and floor. Everything is done online, it's fast and easy!
When do I get my deposit back?
If you are within the cooling off period, you can cancel your booking. Outside of this period, you may be eligible to apply for a refund under one of our flexible policies. More information can be found here. If you are not eligible then please refer to the above section on cancelling your contract.
How can I make a press enquiry?
For press enquiries, please reach out to our partners at ing Media.
Or email: meanwhile@ing-media.com
Still have a question?
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