--- title: How long does it take to get a response? description: Find out how long Scape usually takes to respond by live chat, email, reception and maintenance request, plus what to do for urgent matters. --- [Skip to content](https://help.scape.com/how-long-does-it-take-to-get-a-response#main-content) English - United Kingdom Show submenu for translations [Need more help?](https://help.scape.com/kb-tickets/new?hsLang=en-gb) [![Scape logo](https://help.scape.com/hubfs/Scape-Logo-Pink-Padded.svg)](https://scape.com/) Open main navigation Close main navigation - English - United Kingdom Show submenu for translations - [Need more help?](https://help.scape.com/kb-tickets/new) HOW CAN WE HELP? - There are no suggestions because the search field is empty. 1. [Scape Knowledge Base](https://help.scape.com/?hsLang=en-gb) 2. [Contact and support](https://help.scape.com/contact-and-support?hsLang=en-gb) 3. [Response times](https://help.scape.com/contact-and-support?hsLang=en-gb#response-times) # How long does it take to get a response? Response times depend on how you contact Scape and what your question is about. ### General contact - **Live chat:** usually within a few minutes during operating hours. - **Email:** normally within 2 working days. - **Building reception:** immediate if you call or speak to the team in person. ### Maintenance requests Maintenance requests are prioritised based on how urgent they are. - **Emergency issues:** usually responded to within 4 hours. - **Essential repairs:** usually responded to within 2 working days. - **General maintenance:** usually responded to within 5 working days. Some repairs can take longer if parts, materials or external contractors are needed, but the team will keep you updated where this applies. If your question is urgent, please do not wait for an email reply. Call your building reception or go to reception in person. Reception is staffed 24/7, so there is always someone available to help. - [Finding the right room](https://help.scape.com/finding-the-right-room?hsLang=en-gb#main-content) - [Locations and buildings](https://help.scape.com/finding-the-right-room?hsLang=en-gb#locations-and-buildings) - [Room types and layouts](https://help.scape.com/finding-the-right-room?hsLang=en-gb#room-types-and-layouts) - [Availability and pricing](https://help.scape.com/finding-the-right-room?hsLang=en-gb#availability-and-pricing) - [Viewing options](https://help.scape.com/finding-the-right-room?hsLang=en-gb#viewing-options) - [Accessibility and requirements](https://help.scape.com/finding-the-right-room?hsLang=en-gb#accessibility-and-requirements) - [Eligibility and requirements](https://help.scape.com/eligibility-and-requirements?hsLang=en-gb#main-content) - [Who can book](https://help.scape.com/eligibility-and-requirements?hsLang=en-gb#who-can-book) - [Student status and enrolment](https://help.scape.com/eligibility-and-requirements?hsLang=en-gb#student-status-and-enrolment) - [Age requirements](https://help.scape.com/eligibility-and-requirements?hsLang=en-gb#age-requirements) - [Visa requirements](https://help.scape.com/eligibility-and-requirements?hsLang=en-gb#visa-requirements) - [Guarantors](https://help.scape.com/eligibility-and-requirements?hsLang=en-gb#guarantors) - [Required documents](https://help.scape.com/eligibility-and-requirements?hsLang=en-gb#required-documents) - [International student requirements](https://help.scape.com/eligibility-and-requirements?hsLang=en-gb#international-student-requirements) - [Exceptions and special circumstances](https://help.scape.com/eligibility-and-requirements?hsLang=en-gb#exceptions-and-special-circumstances) - [Before you book](https://help.scape.com/before-you-book?hsLang=en-gb#main-content) - [What’s included in rent](https://help.scape.com/before-you-book?hsLang=en-gb#whats-included-in-rent) - [Contract lengths and dates](https://help.scape.com/before-you-book?hsLang=en-gb#contract-lengths-and-dates) - [Choosing and securing your room](https://help.scape.com/before-you-book?hsLang=en-gb#choosing-and-securing-your-room) - [Booking with others](https://help.scape.com/before-you-book?hsLang=en-gb#booking-with-others) - [Offers and promotions](https://help.scape.com/before-you-book?hsLang=en-gb#offers-and-promotions) - [Requests and preferences](https://help.scape.com/before-you-book?hsLang=en-gb#requests-and-preferences) - [Before booking considerations](https://help.scape.com/before-you-book?hsLang=en-gb#before-booking-considerations) - [Booking your room](https://help.scape.com/booking-your-room?hsLang=en-gb#main-content) - [How to book](https://help.scape.com/booking-your-room?hsLang=en-gb#how-to-book) - [Booking process and timeline](https://help.scape.com/booking-your-room?hsLang=en-gb#booking-process-and-timeline) - [Payments during booking](https://help.scape.com/booking-your-room?hsLang=en-gb#payments-during-booking) - [Booking confirmation](https://help.scape.com/booking-your-room?hsLang=en-gb#booking-confirmation) - [Documents and verification](https://help.scape.com/booking-your-room?hsLang=en-gb#documents-and-verification) - [Making changes to your booking](https://help.scape.com/booking-your-room?hsLang=en-gb#making-changes-to-your-booking) - [Booking help and issues](https://help.scape.com/booking-your-room?hsLang=en-gb#booking-help-and-issues) - [Payments, fees and rent](https://help.scape.com/payments-fees-and-rent?hsLang=en-gb#main-content) - [Rent and pricing](https://help.scape.com/payments-fees-and-rent?hsLang=en-gb#rent-and-pricing) - [Paying your rent](https://help.scape.com/payments-fees-and-rent?hsLang=en-gb#paying-your-rent) - [Payment methods](https://help.scape.com/payments-fees-and-rent?hsLang=en-gb#payment-methods) - [International payments](https://help.scape.com/payments-fees-and-rent?hsLang=en-gb#international-payments) - [Deposits and advance payments](https://help.scape.com/payments-fees-and-rent?hsLang=en-gb#deposits-and-advance-payments) - [Late and failed payments](https://help.scape.com/payments-fees-and-rent?hsLang=en-gb#late-and-failed-payments) - [Refunds and cancellations](https://help.scape.com/payments-fees-and-rent?hsLang=en-gb#refunds-and-cancellations) - [Invoices and receipts](https://help.scape.com/payments-fees-and-rent?hsLang=en-gb#invoices-and-receipts) - [Managing payment details](https://help.scape.com/payments-fees-and-rent?hsLang=en-gb#managing-payment-details) - [Contracts, cancellations and policies](https://help.scape.com/contracts-cancellations-and-policies?hsLang=en-gb#main-content) - [Tenancy agreements](https://help.scape.com/contracts-cancellations-and-policies?hsLang=en-gb#tenancy-agreements) - [Understanding your contract](https://help.scape.com/contracts-cancellations-and-policies?hsLang=en-gb#understanding-your-contract) - [Cooling-off period](https://help.scape.com/contracts-cancellations-and-policies?hsLang=en-gb#cooling-off-period) - [Cancelling your booking](https://help.scape.com/contracts-cancellations-and-policies?hsLang=en-gb#cancelling-your-booking) - [Change of Study Circumstances](https://help.scape.com/contracts-cancellations-and-policies?hsLang=en-gb#change-of-study-circumstances) - [Replacement tenants](https://help.scape.com/contracts-cancellations-and-policies?hsLang=en-gb#replacement-tenants) - [Ending your contract early](https://help.scape.com/contracts-cancellations-and-policies?hsLang=en-gb#ending-your-contract-early) - [Changes before move-in](https://help.scape.com/contracts-cancellations-and-policies?hsLang=en-gb#changes-before-move-in) - [Policy updates and exceptions](https://help.scape.com/contracts-cancellations-and-policies?hsLang=en-gb#policy-updates-and-exceptions) - [Preparing to move in](https://help.scape.com/preparing-to-move-in?hsLang=en-gb#main-content) - [Move-in checklist](https://help.scape.com/preparing-to-move-in?hsLang=en-gb#move-in-checklist) - [What to bring](https://help.scape.com/preparing-to-move-in?hsLang=en-gb#what-to-bring) - [Arrival planning](https://help.scape.com/preparing-to-move-in?hsLang=en-gb#arrival-planning) - [Pre-arrival tasks](https://help.scape.com/preparing-to-move-in?hsLang=en-gb#pre-arrival-tasks) - [Travel planning](https://help.scape.com/preparing-to-move-in?hsLang=en-gb#travel-planning) - [Deliveries before arrival](https://help.scape.com/preparing-to-move-in?hsLang=en-gb#deliveries-before-arrival) - [Setting up essentials](https://help.scape.com/preparing-to-move-in?hsLang=en-gb#setting-up-essentials) - [Arriving and checking in](https://help.scape.com/arriving-and-checking-in?hsLang=en-gb#main-content) - [Check-in process](https://help.scape.com/arriving-and-checking-in?hsLang=en-gb#check-in-process) - [Arrival times and access](https://help.scape.com/arriving-and-checking-in?hsLang=en-gb#arrival-times-and-access) - [What to bring on the day](https://help.scape.com/arriving-and-checking-in?hsLang=en-gb#what-to-bring-on-the-day) - [Keys and access](https://help.scape.com/arriving-and-checking-in?hsLang=en-gb#keys-and-access) - [Room and inventory checks](https://help.scape.com/arriving-and-checking-in?hsLang=en-gb#room-and-inventory-checks) - [Support on arrival](https://help.scape.com/arriving-and-checking-in?hsLang=en-gb#support-on-arrival) - [Living with Scape](https://help.scape.com/living-with-scape?hsLang=en-gb#main-content) - [Your room and shared spaces](https://help.scape.com/living-with-scape?hsLang=en-gb#your-room-and-shared-spaces) - [Facilities and amenities](https://help.scape.com/living-with-scape?hsLang=en-gb#facilities-and-amenities) - [Wi-Fi and connectivity](https://help.scape.com/living-with-scape?hsLang=en-gb#wi-fi-and-connectivity) - [Laundry](https://help.scape.com/living-with-scape?hsLang=en-gb#laundry) - [Mail and parcels](https://help.scape.com/living-with-scape?hsLang=en-gb#mail-and-parcels) - [Guests and visitors](https://help.scape.com/living-with-scape?hsLang=en-gb#guests-and-visitors) - [Noise and shared living](https://help.scape.com/living-with-scape?hsLang=en-gb#noise-and-shared-living) - [Cleaning and upkeep](https://help.scape.com/living-with-scape?hsLang=en-gb#cleaning-and-upkeep) - [Resident app and portal](https://help.scape.com/living-with-scape?hsLang=en-gb#resident-app-and-portal) - [Maintenance and repairs](https://help.scape.com/maintenance-and-repairs?hsLang=en-gb#main-content) - [Reporting an issue](https://help.scape.com/maintenance-and-repairs?hsLang=en-gb#reporting-an-issue) - [Emergency vs non-emergency](https://help.scape.com/maintenance-and-repairs?hsLang=en-gb#emergency-vs-non-emergency) - [Repair timeframes](https://help.scape.com/maintenance-and-repairs?hsLang=en-gb#repair-timeframes) - [Access for maintenance](https://help.scape.com/maintenance-and-repairs?hsLang=en-gb#access-for-maintenance) - [Common issues](https://help.scape.com/maintenance-and-repairs?hsLang=en-gb#common-issues) - [Shared spaces and facilities](https://help.scape.com/maintenance-and-repairs?hsLang=en-gb#shared-spaces-and-facilities) - [Planned maintenance](https://help.scape.com/maintenance-and-repairs?hsLang=en-gb#planned-maintenance) - [Damage and responsibility](https://help.scape.com/maintenance-and-repairs?hsLang=en-gb#damage-and-responsibility) - [Safety, security and emergencies](https://help.scape.com/safety-security-and-emergencies?hsLang=en-gb#main-content) - [Building security](https://help.scape.com/safety-security-and-emergencies?hsLang=en-gb#building-security) - [Keys and access](https://help.scape.com/safety-security-and-emergencies?hsLang=en-gb#keys-and-access) - [Fire safety](https://help.scape.com/safety-security-and-emergencies?hsLang=en-gb#fire-safety) - [Emergency procedures](https://help.scape.com/safety-security-and-emergencies?hsLang=en-gb#emergency-procedures) - [Medical emergencies](https://help.scape.com/safety-security-and-emergencies?hsLang=en-gb#medical-emergencies) - [Incident reporting](https://help.scape.com/safety-security-and-emergencies?hsLang=en-gb#incident-reporting) - [Personal safety](https://help.scape.com/safety-security-and-emergencies?hsLang=en-gb#personal-safety) - [Managing your stay](https://help.scape.com/managing-your-stay?hsLang=en-gb#main-content) - [Resident account and portal](https://help.scape.com/managing-your-stay?hsLang=en-gb#resident-account-and-portal) - [Updating your details](https://help.scape.com/managing-your-stay?hsLang=en-gb#updating-your-details) - [Room moves and transfers](https://help.scape.com/managing-your-stay?hsLang=en-gb#room-moves-and-transfers) - [Extending or renewing your stay](https://help.scape.com/managing-your-stay?hsLang=en-gb#extending-or-renewing-your-stay) - [Changes during your stay](https://help.scape.com/managing-your-stay?hsLang=en-gb#changes-during-your-stay) - [Complaints and feedback](https://help.scape.com/managing-your-stay?hsLang=en-gb#complaints-and-feedback) - [Escalations and support](https://help.scape.com/managing-your-stay?hsLang=en-gb#escalations-and-support) - [Moving out](https://help.scape.com/moving-out?hsLang=en-gb#main-content) - [Giving notice](https://help.scape.com/moving-out?hsLang=en-gb#giving-notice) - [Move-out process](https://help.scape.com/moving-out?hsLang=en-gb#move-out-process) - [Cleaning requirements](https://help.scape.com/moving-out?hsLang=en-gb#cleaning-requirements) - [Key return](https://help.scape.com/moving-out?hsLang=en-gb#key-return) - [Final inspections](https://help.scape.com/moving-out?hsLang=en-gb#final-inspections) - [Charges and payments](https://help.scape.com/moving-out?hsLang=en-gb#charges-and-payments) - [Deposit returns](https://help.scape.com/moving-out?hsLang=en-gb#deposit-returns) - [International students](https://help.scape.com/international-students?hsLang=en-gb#main-content) - [Before arriving in the UK](https://help.scape.com/international-students?hsLang=en-gb#before-arriving-in-the-uk) - [Setting up essentials](https://help.scape.com/international-students?hsLang=en-gb#setting-up-essentials) - [Paying from overseas](https://help.scape.com/international-students?hsLang=en-gb#paying-from-overseas) - [Healthcare and support](https://help.scape.com/international-students?hsLang=en-gb#healthcare-and-support) - [Settling in](https://help.scape.com/international-students?hsLang=en-gb#settling-in) - [Parents, guardians or trusted person](https://help.scape.com/parents-guardians-or-trusted-person?hsLang=en-gb#main-content) - [Booking for a student](https://help.scape.com/parents-guardians-or-trusted-person?hsLang=en-gb#booking-for-a-student) - [Payments and contracts](https://help.scape.com/parents-guardians-or-trusted-person?hsLang=en-gb#payments-and-contracts) - [Supporting move-in](https://help.scape.com/parents-guardians-or-trusted-person?hsLang=en-gb#supporting-move-in) - [Welfare concerns](https://help.scape.com/parents-guardians-or-trusted-person?hsLang=en-gb#welfare-concerns) - [Contact and support](https://help.scape.com/contact-and-support?hsLang=en-gb#main-content) - [How to contact Scape](https://help.scape.com/contact-and-support?hsLang=en-gb#how-to-contact-scape) - [Reception and opening hours](https://help.scape.com/contact-and-support?hsLang=en-gb#reception-and-opening-hours) - [Emergency contacts](https://help.scape.com/contact-and-support?hsLang=en-gb#emergency-contacts) - [Sales and booking support](https://help.scape.com/contact-and-support?hsLang=en-gb#sales-and-booking-support) - [Resident support queries](https://help.scape.com/contact-and-support?hsLang=en-gb#resident-support-queries) - [Response times](https://help.scape.com/contact-and-support?hsLang=en-gb#response-times) [![Scape logo](https://help.scape.com/hubfs/Scape-Logo-Pink-RGB.svg "Scape logo")](https://scape.com)   Copyright © 2026, Scape