Who can I contact about policy questions?

Who you should contact depends on the type of policy question you have.

Booking and contract policy questions

For questions about your booking, Residence Agreement, cancellations, refunds, cooling-off period, payment terms or replacement tenant process, email the Scape bookings team at bookings.uk@scape.com.

Include your full name, booking reference if you have one, the email address used to book and the Scape building your question relates to. This helps the team find your booking quickly and give you the right guidance.

Building-level policy questions

For questions about day-to-day living policies, such as guest rules, facilities, fire safety, room access, maintenance, noise or the Code of Conduct, speak to your building reception team. They know your building best and can explain how the rules apply on site.

You can also check your Scape account, the Scape App and your building handbook for useful information. If you are unsure who to ask, start with your reception team and they will point you in the right direction.