Question 1

Can i move in early?

Accepted Answer

Our standard tenancies have fixed dates and cannot be changed. However if you are looking to move in earlier it may be possible to book an additional short stay tenancy, this will involve signing another set of paperwork and you will be charged for any additional nights.

Question 2

What documents do i need to bring to the property when i move in?

Accepted Answer

Please bring an official form of ID with you e.g. passport or provisional/driving licence. If you have not already returned the original signed tenancy agreement you should also bring these with you.

Question 3

What are the reception hours of the property?

Accepted Answer

These hours can vary from property to property and as business dictates. Most properties will advertise their opening hours at their reception.

Question 4

What’s the property phone number?

Accepted Answer

To ensure you always get through to the right person to help you, please contact the national contact centre on 0800 783 4213 should you require any assistance as they should be able to help you with all of your concerns or help to put you in touch with the right person.

Question 5

Haven’t paid rent yet, can i still move in?

Accepted Answer

It’s really important that your rent is paid on time. Your first instalment before moving in covers the first part of your tenancy.

Question 6

Where can i park to unload?

Accepted Answer

Parking varies from property to property but there is generally limited drop off parking available.

Question 7

Can my family/friends stay for a few nights after dropping me off?

Accepted Answer

It is best to speak with the staff at the property to find out if this is ok. If it is only for an evening or two, that is usually fine.

Question 8

Where do i get my keys?

Accepted Answer

You can collect your keys from reception when you check in. Just come straight to the main reception with your photo ID and they will have the keys ready and waiting for you.

Question 9

What happens if i arrive and no one is there (out of hours and in office hours)?

Accepted Answer

You can call our emergency contact centre and they will be happy to get someone to come and let you in and get your keys for you.

Question 10

I have been given a time slot but i might miss it?

Accepted Answer

That’s fine, you can arrive at any time that is best for you. If this is going to be out of hours and there is nobody at reception to let you in, just give our emergency contact centre and we’ll get someone to come and let you in and get your keys for you.

Question 11

Can i have post delivered to site even though i am not there yet?

Accepted Answer

If you are having anything delivered before you arrive just make sure someone knows that it will be arriving there. You can call our customer service team and they can notify the staff at the property of this so they can look after the parcels for you.

Question 12

Can you store my luggage if i get it delivered to site before i arrive?

Accepted Answer

As we will be preparing the room for your arrival, we will not be able to store any luggage for you before you arrive.

Question 13

How can i get directions to the property?

Accepted Answer

The easiest way to get directions would be to search the postcode on Google maps and find the directions on there. Alternatively, you can call our customer services team and they may be able to put you in touch with the property for further help.

Question 14

How can i get from the train station/airport to the property?

Accepted Answer

There may be many different transportation options but you can pre-book a cab-link directly to the property before your arrival.

Question 15

How can i find out my flatmates before moving in?

Accepted Answer

There are a few ways you can find out about your flatmates before moving in. You can download our “World Of Unite” app or visit our Facebook and Twitter pages to find the people that will be living with you.

Question 16

I haven’t yet signed my paperwork, can i still move in?

Accepted Answer

We will need your signed tenancy agreement and payment information before you move in. If you are having any issues with this then please let us know by calling our customer service team on 0300 303 8642.

Question 17

What time can i move in from?

Accepted Answer

You can move in any time from the start date of your tenancy onwards. If you are going to be arriving much later than the start of your tenancy, just let us know and we will arrange for someone to be there to greet you and make sure you get the keys for your new home.

Question 18

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

Accepted Answer

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.

Question 19

Can i have friends/family to stay overnight?

Accepted Answer

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.

Question 20

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

Accepted Answer

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.

Question 21

Can i smoke in my room?

Accepted Answer

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.

Question 22

My internet has gone down, what can i do?

Accepted Answer

Your internet is provided by StudentCom – if you have a problem you should log it with their helpline.

Question 23

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

Accepted Answer

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

Question 24

My flatmates never clean our communal area. what can i do?

Accepted Answer

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.

Question 25

My room is not like the website – i want to move. can i do this?

Accepted Answer

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.

Question 26

An emergency has happened back home and i need to cancel. can i do this?

Accepted Answer

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.

Question 27

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

Accepted Answer

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.

Question 28

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

Accepted Answer

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.

Question 29

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

Accepted Answer

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.

Question 30

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

Accepted Answer

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.

Question 31

Can i get a mini-fridge for my room?

Accepted Answer

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.

Question 32

What is my internet speed? how do i upgrade?

Accepted Answer

In most of our properties your wireless connection speed will be 25Mb. There is the option of upgrading online to 32Mb. You can even choose to do this for a month at a time.

Question 33

What happens if i fail my exams during my stay? do i have to leave?

Accepted Answer

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.

Exeter Trust House, Exeter

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