Frequently Asked Questions
General FAQs
We have a Code of Conduct and Village Standards which will provide residents with guidance on pets, guests, smoking and many other topics. These are outlined in our Code of Conduct and Village Standards, which helps make the Village a safe and comfortable place for everyone.
This is your home, and you’re free to come and go as you please. To support everyone’s comfort, we do have guidelines around noise levels and visitors, which are covered in the Code of Conduct and Village Standards.
Yes. The Village is staffed 24/7, so there’s always someone available to help.
If you need support, reception is your first point of contact. Our team can assist directly or connect you with the right support services if needed. In a serious medical emergency, contact emergency services first and ensure Village Management is informed.
We also support student wellbeing through access to the Sonder Health and Wellbeing App, a free and confidential service for residents. Sonder provides wellbeing resources, safety tools, and 24/7 chat or call support across mental health, medical, financial, and personal wellbeing.
Our Live, Learn, Grow Resident Life Program is designed to help you connect, feel at home, and make the most of student life. From cooking classes to games night and a huge range of social, cultural, arts, volunteering and sporting events, we’re dedicated to creating activities that allow you to meet like-minded people and make friends for life. Not sure where to start? Join one of our free food events. It's an easy way to meet people and settle in.
Yes. All our Villages are located right on campus, and only residents can access the village afterhours. The Village is also staffed 24/7, so someone is always there to support you.
To live at the Village, you must be enrolled as a university student.
Under 18s:
For domestic students, you must be turning 18 by the end of the semester you are moving in to be eligible to live at the Village. During the booking process, your parent or guardian will be asked to complete a Guarantor Form. If you are an international student under the age of 18, please contact us to check your eligibility.
Couples:
We accept couples at the village! If you want to live with your partner, please ensure you select one of our room types suitable for dual occupancy. Only one of you needs to be enrolled as a student.
Applying is simple with our online application. With rooms in demand and our flexible cancellation policy you can feel confident booking ahead of time.
Choose your room, submit your application online, and follow the step-by-step process. Once you apply, we’ll be in touch within one business day. If your preferred room is available, you’ll receive an offer and be guided through signing your agreement, paying initial fees, and setting up rent payments.
Yes, we’d love to show you around. You can book an in-person tour, or explore the Village through virtual tours available on the page.
No. We’ll match you with other residents. If you have a friend also applying, you can request to live together while we can’t guarantee it, we’ll always do our best.
Absolutely. Our team is here to help. You can call us on 02 8024 6000, between 8am-7pm AEDT (Monday-Friday), use live chat, or submit a question via our Contact Us form.
If you need to cancel your room after booking, we will require a written request via email. A cancellation fee (equivalent to 2 weeks' rent) will apply. You will also have liability for rent for the lesser of the amount that is equivalent to:
(a) six weeks of the Residential Fee; or
(b) the Residential Fee payable between the effective date of termination and the date that a replacement occupant commences paying a Residential Fee in respect of the Room.
If you are an International Student applying for accommodation but have not received your Student Visa prior to the Residential Agreement contract start date, you may be eligible for the No Visa No Pay Exemption.
Your contract can only be cancelled without penalty 14 days or more prior to the Residential Agreement contract start date.
The No Visa No Pay Exemption will not apply where you have received your Student Visa but you elect to defer or withdraw from your studies.
If the written notice is sent more than 5 days after receiving the official notice from the DHA, normal Early Termination policies apply.
If you comply with these steps you will be refunded your security deposit and cleaning fee (if applicable). The application fee and registration fee (if applicable) are non-refundable.
This applies to current domestic year 12 students entering their first year at university. If you are applying through UAC / VTAC / QTAC / TISC you may be eligible for First Year Exemption. You are eligible if:
- You did not get accepted into university
- Were accepted into another university
- Your course is now wholly offered online (i.e., not being taught internally)
- If your contract has not commenced, you will be refunded for your bond and/or security deposit.
- If your contract has started, you are liable for rent up to the date of moving out of the Village. And your bond/security deposit will be refunded where applicable.
Please note: the First Year Exemption will not apply where you have accepted a University Offer, but you elect to defer or withdraw from your studies. You must notify Village Management in writing (Resident Notification) within 5 days from the UAC / VTAC / QTAC / TISC Main Round offers release date (generally around late January - refer to the UAC / VTAC / QTAC / TISC website for actual dates).
At this stage, the Village does not offer any scholarships, but watch this space for updates.
Applying for a Village in NSW? The NSW Aboriginal Housing Office works with our university partners to provide Aboriginal and Torres Strait Islander students with up to $10,000 towards housing costs.
For more information on financial assistance options, we recommend contacting your university.
Unfortunately we can't take payments over the phone. All payments should be made via your online account initially.
Once you have moved in Residents will have the option to make payments through the CLV App or at Village reception.
For International Students, we accept all card types, allowing you to initially pay using any card and then update to an Australian bank account later.
A surcharge of 2.44% applies to credit card payments. This surcharge does not apply to Australian bank accounts.
To update your nominated rent account, head to the CLV App. Go to Accounts in the main menu (card icon). Any updates will apply to your next scheduled rent payment.
Please note: On rent day after 7am AEST, there’s a short period where this option is unavailable.
If your rent is processed and there are insufficient funds, a $20 late fee will be charged and you’ll receive a breach notice from Village management.
Your rent is debited from your nominated account on rent day. As a resident, you can update your payment details, see when your rent is due and make a payment through the CLV App.
You can also choose to prepay by semester or for the full term before your contracted booking start date by selecting this payment frequency when you first set up your payment method.
You’ll receive a payment advice email each time a payment is processed.
You’re welcome to prepay your rent before the due date. If your account credit fully covers your upcoming fortnightly rent and there are no unpaid debts, your nominated account won’t be debited.
Rent is only charged on rent day, so check your rent reminders in the CLV App for your fortnightly amount, with Student Village Melbourne charged monthly. Each fortnight is a standard amount, except for your first and last payment.
Please note: Bank transfers can take 3–5 working days to reconcile to your account.
To secure your room, you’ll need to pay:
- A security deposit (bond) equal to four weeks’ rent, held for the duration of your stay and refunded at the end of your contract (subject to conditions).
Depending on the Village, you may also see one-off fees during the booking process, such as:
- Application fee
- Annual cleaning fee
- Registration or resident activity fee (which supports year-round events)
Your rent covers:
- Fully furnished apartment
- Utilities, including water, electricity and gas
- High-speed Wi-Fi*
- Free calendar of events
- 24/7 support and security
- A range of amenities
Meals aren’t included, but all apartments have a full kitchen and if you want to build your skills, cooking classes are part of the Resident Life Program.
*Free WiFi is included in your apartment, except at Western Sydney University Village Parramatta, Student Village North Ryde, and CDU Village, where WiFi is provided by the partnered university and is available to their students only.
If you are not a partnered university student, you can still access WiFi via eduroam using your institutional login details.
You will not be able to access your room or leave any belongings in the Village before your contract starts. If you need to organise an earlier arrival, we can usually accommodate this. Please get in touch with us to arrange.
Your bedroom includes:
Bed frame, mattress, wardrobe, study desk with pin/cork board, and desk chair.
Your apartment includes:
Lounge chairs, coffee table, dining table, dining chairs, fridge, kitchen bin, main kitchen fit-outs (bench, sink, stove top, microwave oven).
Free WiFi is included in your apartment, except at Western Sydney University Village Parramatta, Student Village North Ryde, and CDU Village, where WiFi is provided by the partnered university and is available to their students only.
If you are not a partnered university student, you can still access WiFi via eduroam using your institutional login details.
On your day of arrival, please follow the signs to Village reception. Our friendly reception team will get you checked in and show you to your new home. Please remember to bring photo ID.
Arriving outside of office hours?
Don't worry, we have staff available 24/7, so there will still be someone to help you. Please call or email us in advance to tell us what time you will be arriving.
The Village does not operate an airport pick up service, however most of our university partners offer a service for international students which you may be eligible for. Check your university website for more details.
Bring personal items such as bedding (linen, duvet, pillow), towels, kitchenware (cups, tea towels, cutlery and utensils) and basic cleaning supplies.
If you’re moving into a shared apartment, we recommend waiting before buying items like kettles or toasters, as your roommates may already have these.
For added convenience, you can purchase a linen and/or utensil pack before you arrive through our recommended supplier. They include a duvet, duvet cover, flat sheet, fitted sheet, pillow, pillow case and a blanket, and all the kitchen essentials.
Yes! All bedrooms and common rooms at the Village have a window.
Yes! All individual bedrooms have a separate lock, so only you can access your bedroom.
This depends on the room type you have booked. Please refer to the room information page for more details.
If anything goes wrong with your apartment, we have a maintenance team onsite who can help. All maintenance requests should be lodged via the CLV App.
Yes. You are welcome to stay at the Village throughout the university holidays, and we still run Resident Life events throughout this time. If you wish to extend your contract, please get in touch with the Village team.
Mail:
You may have a lot of people who want to contact you, make sure that friends, relatives and any companies (such as your bank or mobile phone company) have your new Village address.
Parcels:
Parcels are typically delivered by couriers and placed in the parcel lockers located in common areas. If a parcel is too large or the lockers are full, our team will notify you via the CLV App.
You will receive an SMS or email advising you of the delivery. An Australian mobile number is required to receive SMS notifications.
Parcels will be held for a maximum of 7 days before being returned to the sender.
Yes, guests are allowed at the Village, subject to our guest policy. This ensures flexibility while maintaining a safe and respectful community for all residents. Visitors can be registered easily within the CLV App.
It is your responsibility to make sure your room and apartment are kept in a safe, hygienic state. Our team will check in with you to make sure you’re looking after yourself and your living spaces regularly.
It is highly recommended to take the rubbish out when the bag is full to avoid splitting of the bag. For shared apartments we recommend setting up a cleaning roster so there is no confusion and your flat doesn’t start smelling of ten-day old lasagne.
All apartments come with a kitchen allowing you to create your own meals. For those that are less confident in the kitchen, don’t worry, we offer cooking classes as part of our Residential Life program.
We will keep the Village looking clean and beautiful however it is your responsibility to keep your room clean. All rooms are professionally cleaned before your arrival, but there is no cleaning service throughout your stay.
For those with housemates it is the shared responsibility to keep the common areas of the apartment clean and tidy. We recommend setting up a cleaning rosters to help set expectations.
Cleaning items such as vacuums, mops and buckets are available at the Village for you to use.
Yes, you can. If you live in a shared apartment, you’ll need written acknowledgement from your roommates, approval from the Village team, and must adhere to the Resident Noise Policy.
Noise Policy:
Quiet hours apply from 10pm from Sunday to Thursday, and midnight on Friday and Saturday.
If you’re going to have a get together, plan it as a group and don’t leave anyone out. Neighbours are much more tolerant if you respect their rights by letting them know about a gathering. If you’re planning a party, a Party Application Form must be submitted and approved by Village Management. Don’t forget to get your roomie’s permission too.
Always be aware of how loud you and any guests are being, especially if a roommate isn’t the outgoing type. They may feel unwelcome if you and your mates are making lots of noise in the communal areas of the flat.
Get to know your roommate’s timetables. It’s a good idea for you to let eachother know when you have exams or essay deadlines, so that you don’t interrupt them too much.
Quiet hours apply from 10pm from Sunday to Thursday, and midnight on Friday and Saturday.
If you’re going to have a get together, plan it as a group and don’t leave anyone out. Neighbours are much more tolerant if you respect their rights by letting them know about a gathering. If you’re planning a party, a Party Application Form must be submitted and approved by Village Management. Don’t forget to get your roomie’s permission too.
Always be aware of how loud you and any guests are being, especially if a roommate isn’t the outgoing type. They may feel unwelcome if you and your mates are making lots of noise in the communal areas of the flat.
Get to know your roommate’s timetables, it’s a good idea for you to let each other know when you have exams or essay deadlines, so that you don’t interrupt them too much.
Be mindful of how loud your conversations may be on the phone or on Skype.
Music tastes causing a few problems? If your roommates complain about your music, don’t get too defensive - maybe you’ve been cranking that volume up a little too much.
Living with other people requires consideration from everyone involved. It is about balancing patience with knowing when to raise issues that are affecting your day-to-day experience.
How do I go about sorting things out?
If something is bothering you, try to talk to the person early and explain how their actions are affecting you before the situation escalates. It is important to remember that no one is perfect, and misunderstandings can happen even when there is no bad intent.
If you are unsure how to start the conversation or feel uncomfortable raising it directly, there is always someone in the Village you can speak to for guidance. You do not have to manage these situations alone.
When having the conversation, avoid making accusations. Focus on sharing how you feel rather than placing blame, and be open to listening to the other person’s perspective.
Try to work towards practical solutions that benefit everyone involved. Instead of focusing on what has gone wrong, discuss how things can improve moving forward.
If you are unable to reach a suitable compromise, a member of the Residential Life Team is available to support you and help talk through the situation.