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Questions relating to day-to-day life in a Unite Students property

I’m unable to pay my rent this month, can I get an extension?

Please contact our National Contact Centre on 0300 303 8645 from the UK or +44 117 302 7497 if you're overseas or speak to your property reception team if you're having difficulties.

Can I have friends/family to stay overnight?

We want you to consider your Unite Students room as your home and are happy for you to have guests to stay. All we ask is that you let the on-site team know and that you consider your other flatmates and treat them with courtesy. You are responsible for any guests that you have staying with you and are liable if they cause any problems.

How do I log a maintenance request?

You just need to raise a Maintenance Request Form via My Account, or alternatively check out the MyUnite app, which will allow you to log maintenance requests easily from your mobile device. Once logged, the form goes directly to our maintenance team. If you would like to speak to someone about your maintenance request, please speak to your reception or call our Customer Service team on 0300 303 8645 from the UK or +44 117 302 7497 if you're overseas.
Issues are rated on severity, so if it is a busy time please bear with us as it may take slightly longer for us to get to you than usual.

What happens to my mail if I’m not there to pick it up?

We’ll take in parcels or mail for you during our opening hours. We’ll sign, let you know something has arrived and store it safely until you get back. To pick up your mail you’ll need to bring along some photo ID when we’re open, and sign for it. We can only hold parcels and mail for a week as we have limited space. To be notified of new parcels on your mobile device, check out the MyUnite app.
If you can’t make it in person within a week, someone else can pick it up for you – they’ll need the confirmation of delivery that we’ve sent to you and your photo ID. If you haven’t arranged collection within a week we will not be able to hold your parcel for much longer, as we will need to free up the space for other people's parcels.
We won’t accept anything we think may contain offensive, dangerous, illegal or illicit material and/or anything that’s too big or heavy for us to store. We can take anything up to 15kg in weight and 30cm x 40cm x 50cm in size. We’ll do our best to look after parcels safely but, in the unlikely event of something going wrong, we won’t be liable for any damage to, or loss from, any parcel that you’ve authorised us to accept on your behalf.

Can I smoke in my room?

All our properties are non-smoking throughout so please speak to your property team to ask where you can smoke. There are usually outside areas for you to smoke with ashtrays provided.

My internet has gone down, what can I do?

Your internet is provided by StudentCom – if you have a problem you should log it with their helpline. Their number is 0333 123 0198.

There is loud music playing above me, how do I make a complaint?

First, speak to a member of staff at reception or, if it is out of office hours, contact our Emergency Control Centre on 0300 303 1611. They will ask a member of our Service and Safety Team to come to help you.

My flatmates never clean our communal area. What can I do?

All flatmates are responsible for keeping the communal areas clean and tidy. We even have a template for a cleaning rota to help you and your flatmates get organised! If you cannot reason with your flatmates after speaking to them then please report it to a member of staff at reception and we will try to help.

My room is not like the website – I want to move. Can I do this?

All our show flats, and the images on our website, are representative of a particular room type unless labelled otherwise – however they are not identical. Your room will have all the same features and fittings, just in a slightly different set up. If you are unhappy with your room, please speak to the reception team as there is often something we can do. Where there are other rooms available we will offer these as an alternative. To move room you will need to complete new tenancy paperwork, and there may be a small charge to cover the cost of making your original room ready for a new tenant.

An emergency has happened back home and I need to cancel. Can I do this?

If you have an emergency please come and speak to our team at reception or call the National Contact Centre on 0300 303 8645 from the UK or +44 117 302 7497 if you're overseas. In emergencies each cancellation request is looked at on a case-by-case basis and an early release is at the discretion of the manager.

I am not getting on with my flatmates, how do I complain?

Where possible our city teams will try to help you resolve your issues – when a group of new people live together for the first time disputes can happen, so a bit of time can help to sort the problems out. If the problems are more serious then we will always try to move you to another flat if there is room available. We take any form of anti-social behaviour, such as drugs or bullying, very seriously and investigate any complaints.

I am locked out of my room/my key doesn’t work. Who do I call to get back in?

We have dedicated on-site Service and Safety teams in all our cities – which means that there will always be someone around who can help you with things like new keys. Part of their job is doing patrols of the site and attending to incidents, so don’t worry if there is nobody at reception. You can let us know that you need help by contacting us via the security call point located near your reception or front door or by calling the Emergency Control Centre on 0300 303 1611. You can also install the MyUnite app, which will connect you directly to the Emergency Control Centre if you are locked out.

Can I extend my stay at the end of my contract?

We provide short stays at many of our properties, particularly during the summer months, often for students at language or summer schools – please speak to your reception team about this option and they will be able to advise you. You can also find information in Short Stays, or contact us on 0300 303 8645 from the UK or +44 117 302 7497 if you're overseas.

Some belongings of mine have been stolen, what should I do?

If something is stolen from inside your flat, or there has been a break-in, please contact the police and then inform the reception team. If it is out of reception opening hours, you can contact our Emergency Control Centre on 0300 303 1611. You will get a crime reference number from the police which may help you to recover the cost of the items, depending on your insurance cover. The police will usually contact us to obtain the CCTV footage from our Security and Safety Teams to assist them in any criminal matter.

What does the insurance cover?

You can find out what your insurance includes by viewing the Endsleigh page on our website. Some items are not included in our standard package however you can upgrade your policy so that your laptop, phone, tablet and other gadgets are covered, wherever you and your gadgets are, and this also includes a laptop and mobile phone replacement within 24 hours (one working day) of your claim being approved.

Can I get a mini-fridge for my room?

In most properties you can bring small appliances for use in your room, but you will be solely responsible for any risk associated with them. We recommend you speak to us about bringing appliances like mini-fridges by calling us on 0300 303 8645 from the UK or +44 117 302 7497 if you're overseas.

What is my internet speed? How do I upgrade?

In most of our properties your wireless connection speed will be 50Mb from September 2016. There is the option of upgrading online. You can even choose to do this for a month at a time.

What happens if I fail my exams during my stay? Do I have to leave?

If you leave university during your stay with us you will still be liable for the rent as per the tenancy agreement. Please check the cancellation procedure accordingly. To discuss the situation, we recommend you speak to the reception team or give us a call on 0300 303 8645 from the UK or +44 117 302 7497 if you're overseas.

Can I park on site?

Many of our properties have a car park for students. There is a weekly cost for booking a car parking space, but you can choose to pay this in instalments. Car parking availability is limited, very popular and issued on a first-come first-served basis so please get in touch by calling us on 0300 303 8645 from the UK, or +44 117 302 7497 if you're overseas, and you require a parking space for your stay.

I have no hot water. What do I do?

You just need to raise a Maintenance Request Form via the My Account section. Once logged, the form will go directly to our maintenance team. Issues are rated on severity, so if it is a busy time please bear with us as it may take slightly longer for us to get to you than usual.

My light bulb has broken, where can I buy a new one?

For health and safety reasons we ask that you do not try to replace light bulbs yourself. You just need to raise a Maintenance Request Form via the My Account section. Once logged, the form will go directly to our maintenance team. Issues are rated on severity, so if it is a busy time please bear with us as it may take slightly longer for us to get to you than usual.

Can you call my university and tell them I am going to be late?

We don’t offer this sort of service I’m afraid. We are only responsible for your accommodation.

I want to leave the accommodation, what do I do?

Please contact your team at the reception desk or the National Contact Centre on 0300 303 8645 from the UK or +44 117 302 7497 if you're overseas.

Why are my windows restricted?

Your window may have a restricting device that limits how far it opens. It’s there for your safety so it’s important that you don’t disconnect or damage it, or let anyone else do so. If the window fittings do become damaged, you need to tell a member of the property team straight away. We check all the windows and their fittings regularly, to make sure they’re all safe and working properly. Depending on the floor you live on, it may be possible to derestrict your window upon request and with approval from the management of your property. Please speak to your reception team.

Is there air conditioning?

Some of our properties have comfort cooling systems and some do not. Please contact the National Contact Centre on 0300 303 8645 from the UK or +44 117 302 7497 if you're overseas, or see your reception team to confirm if your room has a comfort cooling system.

I’m having trouble connecting my X-Box to the internet.

Our internet is provided by StudentCom – if you have a problem you should log it with their helpline. Their number is 0333 123 0198.

What hours are the contact centre open?

Our Sales Support Team are available between 8:00am – 8:00pm Monday – Friday and 9:00am – 6:00pm on Saturday on 0300 303 8645 (Option 1). Our Customer Service and Support Team are available between 8:00am – 8:00pm Monday – Friday on 0300 303 8645 (Option 2). In the case of a lock out or emergency outside these hours you can call our Emergency Control Centre at any time on 0300 303 1611. If you are calling from overseas you can get through to all our teams by calling +44 117 302 7497.

What are the reception hours of the property?

Reception hours vary from property to property; most properties will advertise their opening hours at  reception. Outside these times our Service Support and Sales contact centre is available on 0300 303 8645 from the UK or +44 117 302 7497 if you're overseas, or you can call 0300 303 1611 in the case of an emergency.

What’s the property phone number?

Please contact the National Contact Centre if you require any help to ensure you get through to the right person to deal with your problem.

Who’s the manager?

Each city has dedicated managers for all our properties; you should be able to find out your manager's name by speaking to the staff at reception. The manager may not always be in your building as they may manage several properties.

The handle on my door is broken. What should I do?

You just need to raise a Maintenance Request Form via the My Account section, or alternatively check out the MyUnite app, which will allow you to log maintenance requests easily from your mobile device. Once logged, the form will go directly to our maintenance team. Issues are rated on severity, so if it is a busy time please bear with us as it may take slightly longer for us to get to you than usual.

How can I pay my rent?

You can pay by credit/debit card or direct debit. You can pay by logging in and clicking on Make A Payment. Alternatively, you can pay at reception or by calling us on 0300 303 8645 from the UK or +44 117 302 7497 if you're overseas. Please note, we do not accept cash, cheque or bank transfer.

Can I re-book my room?

Absolutely! If you are interested in staying with Unite Students again, visit the My Account section and follow the links for rebooking. Alternatively, please speak to your reception team or call us on 0300 303 8645 from the UK or +44 117 302 7497 if you're overseas, to discuss your options.
We usually start selling our rooms for the following year a couple of months after you move in and we recommend you to act quickly for the best availability and prices. In most cases you won’t even need to pay another deposit, so it’s a really simple process.

I don’t get on with my flatmates – what should I do?

Where possible our city teams will try to help you resolve your issues – when a group of new people live together for the first time disputes can happen, so a bit of time can help to sort the problems out. If the problems are more serious then we will always try to move you to another flat if there is room available. We take any form of anti-social behaviour, such as drugs or bullying, very seriously and investigate any complaints.

How do I connect my Apple TV to the internet?

Our internet is provided by StudentCom – if you have a problem you should log it with their helpline. Their number is 0333 123 0198.

Why didn't you tell me about the building site next door to the property?

As our properties are situated in prime city centre locations, we sometimes have developments happening nearby. We will advise you about this when you book if we can, however we cannot be held responsible for other companies' building works and are not always kept informed of when works will be taking place.