FAQs for customers in properties transferring to Homes for Students

Below you’ll find answers to some of the most frequently asked questions about the property that has been sold by Unite Students and will be managed by Homes for Students.

General FAQ

What’s happened?

The following properties have been sold by Unite Students and will be managed by Homes for Students from 31 August 2022: Polhill Park, Calthorpe Court, Paddington Park House, Filbert Village, Kendrick Hall, The Forge 2, The Forge.

All Unite Students customers currently living in the listed properties and those who have a booking for the next academic year will be contacted by email to explain what’s happened and what it means for them.

Has the name of my property changed? I can’t find it on Homes for Students’ website.

No, the property name has stayed the same. You can locate your property on Homes for Students’ website by selecting the city and scrolling down to find the link to where you live.

I have an ongoing complaint with Unite Students - who can I discuss this with?

If we are still working on resolving a complaint you may have, we will continue to see this through. Our teams will be able to keep up any contact you have had with them about this.

I have a disability - who should I tell?

You can disclose a disability at any time by contacting the reception of your chosen Homes for Students property.

I have an account with Unite Students. For how much longer will this be accessible?

If you're currently living with us, you'll be able to continue to use your account for the duration of your booking in the 2021/2022 academic year. If you have rebooked for 2022/2023, Homes for Students will be in touch to let you know how to set up an account.

I have a query about a promotion that I had as part of my booking with Unite Students. Who can help me with this?

Please be assured that your promotion will still be honoured if you are eligible. You can find all the terms and conditions here. If you still have a query please email customerservices@unitestudents.com.

FAQ for 21/22 checked in customers

Where can I manage my Unite Students booking?

You should continue to manage your booking in MyAccount on the website.

Please note, if you have also made a booking for 2022/2023 you will need to manage this through Homes for Students. You will receive an email from Homes for Students with information about activating this account.

I need to make a claim on my insurance

Your policy will remain the same and your policy will continue to be valid until the end of your tenancy. For more information, please click here.

What happens to the credit I have on my laundry account in Unite Students’ MyUnite app?

You can transfer any credit on your laundry card by downloading the Circuit app and registering for an account with Circuit.

You will then need to contact the Circuit team by calling their top-up line on 01422 820040, or by speaking to them through their live chat. You will need to provide your Unite Students customer ID number and the email address that your new Circuit account is registered with. The remaining balance will then be transferred to your new Circuit account.

I’ve been living/have lived with Unite Students and need a reference - can I still get one?

Yes, you can still receive a reference for your time at Unite Students. You can request this directly with the property team you were staying with.

What do I need to know about Covid-19?

We want to reassure you that our number one priority continues to be providing all of our customers with a safe and secure home. Unite Students has been monitoring the situation carefully and will continue to follow advice from the government and Public Health England to the letter.

For more information on how Homes for Students is keeping you safe during this time, please click here.

FAQ for 22/23 customers

I booked my room with Unite Students - have my terms and conditions changed?

No. Your booking has been transferred to Homes for Students, and there are no changes to the tenancy agreement you have already accepted.

I have an offered booking with Unite Students - what steps do I need to follow to complete it?

You will receive an email from Homes for Students requesting that you process your booking on the Homes for Students portal. You’ll have 14 days from the day the email is sent in which to add these details and complete your booking.

I can’t find the type of room I’ve booked on your website

Homes for Students will be using the same terminology as Unite Students to classify rooms. You can check the Homes for Students website or contact the reception at your chosen property if you would like to check the information with them once the property transfers to Homes for Students.

Why have I been asked to provide my payment details again?

We understand you have provided these details to Unite Students, but due to the security measures in place with our payment provider, you need to re-submit these details to Homes for Students for your payments to be processed. Homes for Students will not have any of the payment information you have previously provided to Unite Students.

How do I update my payment details and check my payment schedule?

You can update your payment details and check your payment schedule through the Homes for Students portal. Please contact your chosen property for information if you are unsure how to access this. Please note that Direct Debit will not be a payment option once your booking is transferred to Homes for Students.

I want to pay my rent by bank transfer - how can I do this?

Please contact the reception of your chosen Homes for Students property to request further details on how to do this and the relevant bank account information.

Why has my payment schedule changed?

Any changes to payment schedules have been made to align with Homes for Students’ payment schedules. If your payment schedule has changed, it is likely that your payment date will now fall later than initially scheduled.

I want to update my payment schedule. How do I do this?

If you want to change to a different payment schedule, you’ll need to speak to your property team or contact the reception at your chosen Homes for Students property to see if this is possible.

I’ve already booked my room, but would like to move in earlier. Can I do this?

If you’d like to move in early, you might be able to do this through Homes for Students. This is dependent on availability at your residence. Please contact the reception at your chosen Homes for Students property for further information.

What do I need to know about Covid-19?

We want to reassure you that our number one priority continues to be providing all of our customers with a safe and secure home. Unite Students has been monitoring the situation carefully and will continue to follow advice from the government and Public Health England to the letter.

For more information on how Homes for Students is keeping you safe during this time, please click here.