Frequently Asked Questions
We have grouped frequent questions under the following headings:
>> Paying your rent and other fees
Booking with us
There are 3 easy ways to book:
- Register online and follow the ‘book now’ link from your personal home page
- Call our National Contact Centre on 0800 783 4213 or on (+44) 117 302 7497:
- For all enquiries Monday to Friday 8am to 9pm and Saturdays 9am to 4pm
- For payments and customer account queries Monday to Friday 8am to 8pm
- Or if you’re passing the property or lettings office, you can just pop in.
Living with us
Which cities are you located in?
You will find us spread across the UK from Aberdeen to Plymouth. A list of cities where UNITE has properties is here.
How do I decide which property is right for me?
Firstly, work out what you want from your new home. Most of our customers make their decision based on location, accommodation features and local amenities. You can get to all of this information by looking at each property page or if you are looking for accommodation in London, you can use our search tool on the London city page. If you still can’t decide, why not call us on 0800 783 4213 or on (+44) 117 302 7497, Monday to Friday between 8am and 9pm and Saturdays 9am to 4pm and we can help you find the property to suit you.
How do I decide who I will live with?
We allocate rooms based on your preferences. The preferences we have are: smoking, vegetarian, year of study and mixed or same sex. We’ll ask you a bit about yourself and a bit about who you want to share with, then search for rooms that match your preferences. We never allocate rooms based on age, nationality, religion, race, or sexuality. Whilst we cannot guarantee that we will match your preferences with those of your flat mates, we will endeavour to do so where possible.
How can I find out who I’m living with?
We can’t give you their names and personal details for confidentiality reasons, but you can find the attributes and preferences of your new flatmates by logging on to your Personal Homepage and clicking on the ‘My Flatmates’ link.
Can I live with my friends?
Yes, call us on 0800 783 4213 or on (+44) 117 302 7497, Monday to Friday between 8am and 9pm and Saturdays 9am to 4pm and make a group booking.
When will I get information about moving in?
You will receive an email before your tenancy start date which will tell you everything that you need to know about moving in.
Can I move in early?
In most properties you can, as we have a summer offer. This offer is subject to availability and is not available in all properties and cities. Call us on 0800 783 4213 or on (+44) 117 302 7497, Monday to Friday between 8am and 9pm and Saturdays 9am to 4pm for more details.
Can I have guests staying?
It’s your home so you can have guests staying over. We do not allow sub-letting (where you rent your room out to another person) but we’re not going to stop you from having a friend over from time to time.
Can we have a party?
We don’t want to stop you from having a good time and want you to enjoy living with us, so yes, you can have a party but we do ask that you keep the noise down and think about your neighbours.
Is there a curfew?
No. At UNITE we believe in independent living.
Where can I smoke?
It’s against the law to smoke in communal areas and we have to enforce this. That means you can’t smoke in our reception areas, lobbies, common rooms, corridors, stairwells and bin stores. You can only smoke in a shared kitchen and living area if it is for your flat only and not for the use of more than one flat. If your university has introduced a total ban on smoking in all areas including flats and rooms, their policy over-rules our smoking policy. If in doubt, ask your UNITE Team.
Who will clean my flat and room?
You are responsible for cleaning your room and also any communal areas of the flat during your tenancy.
Can I move rooms?
If you move in and you don’t like the room or you have friends in another UNITE flat you’d like to live with then we will, wherever possible, try and move you if there is space available. Please note there is a £50 administration charge to cover the cost of preparing new documents and getting your new room ready.
I’m a part-time student, can I live with UNITE?
The indicator we use is whether you are exempt from council tax. If this is the case then you are able to live with us (check with your University for details on council tax exemption).
I’m not a student, can I still live with UNITE?
UNITE provides accommodation specifically for students and can therefore only accommodate students.
Property features
What Internet service do you have?
We know how important reliable internet access is, so we provide StudentCom Internet in almost all of our properties. StudentCom gives you a superfast broadband connection with a choice of speeds to suit your needs and of course budget. StudentCom also gives you over 30 TV channels and allows you to make phone calls through your computer. You can already enjoy the 4Mb service included in your rent, or you can choose to upgrade to an 8Mb or 16Mb service. Some UNITE properties offer a wireless only service; in these properties the option to upgrade is not available. Please see individual property pages for details of the internet service available.
For more information about StudentCom, including prices, please visit www.studentcom.co.uk.
Do you provide a TV?
Generally we don’t provide TVs in bedrooms or kitchens, but in properties that have common rooms most will have a TV. In a few properties we do provide TVs in kitchens and bedrooms - please see individual property pages for details.
Can I have car parking?
If your property has a car park there will be an additional charge if you wish to book a parking space. However, there is no guarantee that spaces will be available. Some disabled spaces are free of charge; please contact us on 0800 783 4213 or on (+44) 117 302 7497, Monday to Friday between 8am and 9pm and Saturdays 9am to 4pm for more details.
Will there be a telephone in my room?
We don’t provide telephones. However, with StudentCom internet you will have access to a VoIP system, which allows you to make calls through your computer. You can talk to anyone for free anywhere in the world, as long as they also have StudentCom. StudentCom also offer low rate national and international calls. Please visit www.studentcom.co.uk for details.
Paying your rent and other fees
How do I pay?
When you book with us, you need to pay a £250 deposit by debit or credit card. You can then pay your rent in any of the following ways:
- Upfront in one go by credit or debit card.
- Termly by direct debit (3 or 4 payments throughout the year).
- 8 or 10 instalments by direct debit.
(If you pay by credit card we’ll charge a standard surcharge to cover the extra costs we face when handling credit card transactions.)
I don’t live in the UK and don’t have a bank account, can I pay by card?
You can set up your future rent payments so that they are taken directly from a Credit or Debit Card of your choice. You can also change your card payment details at any time by contacting your onsite team or a member of our National Contact Centre on 0800 873 4213 or on (+44) 117 302 7497, Monday to Friday between 8am and 8pm.
Can I pay my rent online?
Yes. Just log on to your Personal Homepage and then click on the ‘My Statements’ link.
What does the weekly rent cover?
This is for your room and the shared facilities of the property. It also includes basic contents insurance and in-room internet access (in most properties; please see individual property pages for details).
Any other fees?
Apart from your rent and deposit, you’ll need to pay:
- £99 instalment charge if you choose the 8 or 10 month payment plan.
And that’s it, unless you want the optional extras that we offer at certain properties, like car parking, or upgrading your internet to the 8mb or 16mb services. Check the accommodation features tab on the property pages for more details.
What’s the instalment plan charge for?
This covers our admin costs if you want to split your payment over 8 or 10 months. This is spread over the instalments and paid at the same time as your rent.
How can I change my instalment plan?
Before you move in you can make changes to your instalment plan. If you have signed your documents there will be a £50 administration charge (as we’ll need to process them again).
What happens if I don't pay?
More information on payments is available here.
When do I get my refundable deposit back?
When you book with us, you need to pay a £250 deposit. We keep the deposit while you live with us and at the end of your tenancy, assuming the room and its belongings (including the shared kitchen and lounge areas) are in the same condition as when you moved in, and you’ve paid all your rent, your deposit will be refunded by cheque within 10 days.
What about the Tenancy Deposit Protection Scheme? What does this mean for me?
Tenancy Deposit Protection (TDPS) is a piece of legislation introduced by the Government in April 2006, for landlords in England and Wales. The purpose of the scheme is to protect tenants from unscrupulous landlords, who have been accused in the past of taking amounts from deposits unfairly. The legislation ultimately protects you, the customer, but also allows UNITE to follow a very streamlined process for disputes after check out. This also ensures that any disputes are dealt with by a third party who’ll make a decision based on information provided by UNITE and Customers.
For more information about TDPS, please visit www.direct.gov.uk/en/TenancyDeposit.
Is insurance included in the price of my room?
UNITE has arranged core contents insurance for customers through Endsleigh Insurance Ltd, the UK's No.1 Student Insurer. Once you have booked you can review your cover, insure additional items such as your laptop, mobile phone and pedal cycle and get your insurance certificate. Please log on to www.endsleigh.co.uk/reviewcover for details.
Is there a connection fee for Student.com Internet Service?
There is no connection fee.
Do I need to buy a TV Licence?
The Television Licensing Authority requires that every television has a license, so you’ll need to buy a license for any TVs you bring to your flat.
Do I need to pay council tax?
As a student you do not need to pay council tax. You will be provided with a council tax exemption form by your University during your enrolment. A copy of this must then be provided to the team at your property. If you leave University during your Tenancy Agreement period then you may then need to pay council tax. If this happens you must pay UNITE for any council tax paid on your behalf.
What’s the cost of the onsite Laundry?
The charge for a standard wash is £2.20, a super cycle wash is £2.80 and the dryer is £1.00 (prices correct 1st July 2011).
Are utilities covered?
All utility bills are included in the price.
Why do I have to pay a surcharge if I pay you by Credit Card?
The Credit Card companies charge us for taking your payment. Most companies increase the cost of their products to cover the cost. We don’t want to increase the rent for everyone, so instead a standard credit card surcharge will apply.
Legal information
What are the Terms and Conditions of your tenancy agreement?
Our Tenancy Terms and Conditions are available here.
Can I change my mind?
Before signing your documents you can cancel your booking. There will be no charge for doing this. If you’ve signed please refer to our Cancellation Policy.
How do I get a statement?
You can get a copy of your statement by logging on to your Personal Homepage and clicking on the ‘My Statements’ link.
How do I re-print my documents?
You can re-print your documents by logging on to your Personal Homepage and clicking on the ‘Re-print my documents’ link.
Information for parents
The UNITE Team
Our mission is to provide the best accommodation experience and our onsite teams have all been trained to a high standard in customer service so that we can do so. They are there to help with any account queries, maintenance queries, questions about our additional extras such as car parking, and they also have great local knowledge.
Living with UNITE
Our online ‘Living with UNITE’ Guide allows you son or daughter can get the most from their stay with us. We keep it up to date all of the time and you can even have a look at it yourselves - www.unite-students.com/livingwithunite. It contains everything they need to know, from how to check-in, accommodation fire safety, the internet, how to log a maintenance fault, and much more. Please take a look at it now as it may answer some more of your questions.
Security at our properties
Safety is important to UNITE. In every city you’ll find a security team, ready to respond to any incident no matter how small. You’ll also find CCTV at every property, a 24 hour Emergency Control Centre that can be contacted either through the numbers advertised around the properties or through the call points. We also have access control at every property which includes fob and card systems and bedroom door locks. At many of our properties we have senior students. And on top of all of that, we are continuously checking our properties to make sure that they comply with the top safety standards.
Pastoral Care
Our team work closely with the welfare departments of our university partners. So we are in a great position to put your son or daughter in contact with the people who can help, should they need it.
Code of Standards
UNITE subscribe to the ANUK ‘Code of Standards’. ANUK are the ‘Accreditation Network UK’ and their code has the support of the NUS, Chartered Institute of Environmental Health Officers, and many more organisations. Their code is a set of standards aimed at larger developments such as UNITE. By signing up to the code you can be assured that your son or daughter will enjoy the benefit of good standards of living, and a prompt resolution of problems should they ever occur. For more details about the Code of Standards, please visit www.anuk.org.uk.
Contacting us
How do I report a problem with my room?
We want your stay with UNITE to be hassle-free, so we take pride in keeping all our accommodation in great working order and in fixing any problems as quickly as possible. If you do have a maintenance issue all you need to do is fill in the report form through the link on your Personal Homepage at and we’ll do the rest.
How do I make a complaint to UNITE?
We hope you’ll never need to make a complaint to us, but we want to make it as easy as possible if you do.
Just speak to a member of your onsite team and tell them what’s wrong. If possible, they’ll sort out your complaint there and then. If not, they’ll take full details from you and arrange for it to be investigated and followed up within the week. If you’re still not satisfied with the resolution, don’t worry, your accommodation manager will contact you to discuss the complaint further.
You can provide us with feedback about how we’re doing at any point, through the following ways:
- Face to face with the onsite team at your accommodation.
- In writing to your Customer Service Manager at your accommodation.
How do I find out more information about UNITE?
If you want more information about who we are you can visit www.unite-group.co.uk.
How can I contact UNITE?
Call 0800 783 4213 or on (+44) 117 302 7497, to speak to one of our team:
- For all enquiries Monday to Friday 8am to 9pm and Saturdays 9am to 4pm
- For payments and customer account queries Monday to Friday 8am to 8pm
Our head office address is: UNITE, The Core, 40 St Thomas Street, Bristol, BS1 6JX.