We are currently dealing with a high volume of calls and emails about university accommodation offers. This means we may take longer to respond to your query than normal.
We appreciate your patience as we work to respond to your query as soon as we can. Please hold and our team will answer your call as soon as possible.
The answers to our frequently asked questions can be found on the Accommodation offers page.
A wide variety of teams support the different elements of accommodation provision at the University. See the information below for detailed information on where to direct your query to ensure it reaches the right team:
- Request a repair or maintenance
- Request to move rooms
- Paying your fees
- Issues accessing the Accommodation Portal
- Help and support in your residence
- Private rented accommodation
- Students living in the community
- Complaints or concerns
- Information for parents or carers
- All other queries
Request a repair or maintenance
If something in your accommodation breaks or needs repairing, you must follow the steps outlined on the request a repair or maintenance page on your Accommodation Portal. All repairs or maintenance requests must be logged formally online. You will need to provide your building name, room number and details of the problem. You must report any repairs or maintenance to enable our maintenance team to help you as soon as possible.
Request to move rooms
The room transfer process for 2023/24 will open on 6 October 2023. If you feel unsettled or are struggling to adjust to your surroundings, your Residential Life team can listen to you and offer support with whatever concerns or worries you may have.
Paying your fees
You can see a full breakdown of your accommodation fees by visiting your Accommodation Portal and selecting 'My Accommodation Fees'. Please contact the Student Fees team by email on firstname.lastname@example.org or by calling +44 (0)117 428 3000 for questions relating to your financial statement or setting up payments for rent. Advisers are available Monday to Friday, from 9 am to 4:30 pm. If you are behind on your rent payments, you should contact Credit Control on email@example.com.
Issues accessing the Accommodation Portal
If you are experiencing technical issues with the Accommodation Portal, visit the Accommodation Portal help page for guidance.
Help and support in your residence
Your Residence Guide has the contact details of your residence and Student Support Centre. You can also find the contact details for your Student Support Centre on the Events, community and support page.
Private rented accommodation
Please see our Housing Advice pages for details of common queries and contact details for organisations you can contact for support.
Students living in the community
For queries or issues related to students in the community, please email firstname.lastname@example.org.
Complaints or concerns
We hope you will be happy with our service. However, if you have experienced any issues with your accommodation or are dissatisfied with any aspect of the service, details of how you can raise a concern or escalate a complaint can be found on our complaints and concerns page. Please note complaints must be made by students directly.
Information for parents and carers
We understand that it can be frustrating for you as a parent when we are not able to talk to you about a student. Our information for parents page has full details of what we can do if you have serious concerns about a students welfare.
All other queries
If your query is not covered by the topics above, please contact us and we will do our best to help you. Please be aware we may need to direct your enquiry to another team. To get in touch, you can email us at email@example.com call us on +44 (0)117 374 6637. Our phone lines are open Monday to Friday, from 9:30 am to 12:30 pm and from 1:30 pm to 4:30 pm. Please be aware that we may need to direct your enquiry to another team.
When contacting us:
- include your student number, to enable us to speed up your enquiry.
- we would prefer to speak to students directly as our confidentiality policy recognises our students as independent adults.
- if someone else is contacting us on your behalf, such a parent, we will require student consent to discuss anything with them.
We are committed to treating you with dignity and respect which includes handling any information you provide to us sensitively. We are here to support you and we will do our best to ensure that any issues with your accommodation are passed to the right team for action.
We might not always be able to provide you with the outcome you would like, but we will do our best to find a satisfactory solution. When contacting us, we ask that you treat our staff with the kindness and respect they deserve.