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:
- Report a repair
- Request to move room
- Paying your rent
- 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
Report a repair
If something is broken or needs repairing in your residence, you can find out how to report it in your Residence Guide. This can be found on the homepage of the Accommodation Portal. Please note repair reporting cannot be submitted by email or any other route than the way outlined in your Residence Guide. This will help us to get it fixed as quickly as possible.
Request to move room
You can apply for a room transfer from 21 October 2022. If you feel unsettled or are struggling to adjust to your new surroundings, your Residential Life team can listen to you and offer support with whatever concerns or worries you may have.
Paying your rent
You can see a full breakdown of your rent charges 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 +44 (0)117 455 6023.
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. This can be found on the homepage of the Accommodation Portal.
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 email@example.com.
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 know 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 firstname.lastname@example.org call us on +44 (0)117 374 6637. Our phone lines are open Monday to Friday, from 9:30am to 12:30pm and from 1:30pm to 4:30pm. 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.