Stratford ONE, London

CAN I MOVE IN EARLY?
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.

WHAT DOCUMENTS DO I NEED TO BRING TO THE PROPERTY WHEN I MOVE IN?
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.

WHAT ARE THE RECEPTION HOURS OF THE PROPERTY?
These hours can vary from property to property and as business dictates. Most properties will advertise their opening hours at their reception.

HAVENT PAID RENT YET, CAN I STILL MOVE IN?
Its really important that your rent is paid on time. Your first instalment before moving in covers the first part of your tenancy.

CAN MY FAMILY/FRIENDS STAY FOR A FEW NIGHTS AFTER DROPPING ME OFF?
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.

WHERE DO I GET MY KEYS?
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.

I HAVE BEEN GIVEN A TIME SLOT BUT I MIGHT MISS IT?
Thats fine, you can arrive at any time that is best for you and well get someone to come and let you in and get your keys for you.

CAN I HAVE POST DELIVERED TO SITE EVEN THOUGH I AM NOT THERE YET?
If you are having anything delivered before you arrive just make sure someone knows that it will be arriving there. You can notify the staff at the property of this so they can look after the parcels for you.

CAN YOU STORE MY LUGGAGE IF I GET IT DELIVERED TO SITE BEFORE I ARRIVE?
As we will be preparing the room for your arrival, we will not be able to store any luggage for you before you arrive.

HOW CAN I GET DIRECTIONS TO THE PROPERTY?
The easiest way to get directions would be to search the postcode on Google maps and find the directions on there.

HOW CAN I GET FROM THE TRAIN STATION/AIRPORT TO THE PROPERTY?
There may be many different transportation options but you can pre-book a cab-link to the property before your arrival.

I HAVENT YET SIGNED MY PAPERWORK, CAN I STILL MOVE IN?
We will need your signed tenancy agreement and payment information before you move in.

WHAT TIME CAN I MOVE IN FROM?
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.

CAN I HAVE FRIENDS/FAMILY TO STAY OVERNIGHT?
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.

HOW DO I LOG A MAINTENANCE REQUEST?
You just need to raise a Maintenance Request Form via My Account, or alternatively check out the MyUnite app, which will allow you to log maintenance requests easily from your mobile device. Once logged, the form goes directly to our maintenance team.

WHAT HAPPENS TO MY MAIL IF IM NOT THERE TO PICK IT UP?
Well take in parcels or mail for you during our opening hours. Well sign, let you know something has arrived and store it safely until you get back. To pick up your mail youll need to bring along some photo ID when were open, and sign for it. We can only hold parcels and mail for a week as we have limited space. If you cant make it in person within a week, someone else can pick it up for you theyll need the confirmation of delivery that weve sent to you and your photo ID. If you havent 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 wont accept anything we think may contain offensive, dangerous, illegal or illicit material and/or anything thats 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. Well do our best to look after parcels safely but, in the unlikely event of something going wrong, we wont be liable for any damage to, or loss from, any parcel that youve authorised us to accept on your behalf.

CAN I SMOKE IN MY ROOM?
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.

THERE IS LOUD MUSIC PLAYING ABOVE ME, HOW DO I MAKE A COMPLAINT?
Speak to a member of staff at reception and they will ask a member of our Service and Safety Team to come to help you.

MY FLATMATES NEVER CLEAN OUR COMMUNAL AREA. WHAT CAN I DO?
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.

MY ROOM IS NOT LIKE THE WEBSITE I WANT TO MOVE. CAN I DO THIS?
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.

AN EMERGENCY HAS HAPPENED BACK HOME AND I NEED TO CANCEL. CAN I DO THIS?
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.

I AM NOT GETTING ON WITH MY FLATMATES, HOW DO I COMPLAIN?
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.

I AM LOCKED OUT OF MY ROOM/MY KEY DOESNT WORK. WHO DO I CALL TO GET BACK IN?
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 dont worry if there is nobody at reception. You can also install the MyUnite app, which will connect you directly to the Emergency Control Centre if you are locked out.

SOME BELONGINGS OF MINE HAVE BEEN STOLEN, WHAT SHOULD I DO?
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. 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.

CAN I GET A MINI-FRIDGE FOR MY ROOM?
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.

WHAT IS MY INTERNET SPEED? HOW DO I UPGRADE?
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.

WHAT HAPPENS IF I FAIL MY EXAMS DURING MY STAY? DO I HAVE TO LEAVE?
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.

CAN I PARK ON SITE?
Many of our properties have a car park for students. There is a weekly cost for booking a car parking space, but you can choose to pay this in instalments.

I HAVE NO HOT WATER. WHAT DO I DO?
You just need to raise a Maintenance Request Form via the My Account section. Once logged, the form will go directly to our maintenance team. Issues are rated on severity, so if it is a busy time please bear with us as it may take slightly longer for us to get to you than usual.

MY LIGHT BULB HAS BROKEN, WHERE CAN I BUY A NEW ONE?
For health and safety reasons we ask that you do not try to replace light bulbs yourself. You just need to raise a Maintenance Request Form via the My Account section. Once logged, the form will go directly to our maintenance team. Issues are rated on severity, so if it is a busy time please bear with us as it may take slightly longer for us to get to you than usual.

CAN YOU CALL MY UNIVERSITY AND TELL THEM I AM GOING TO BE LATE?
We dont offer this sort of service Im afraid. We are only responsible for your accommodation.

I WANT TO LEAVE THE ACCOMMODATION, WHAT DO I DO?
Please contact your team at the reception desk and they will guide you.

WHY ARE MY WINDOWS RESTRICTED?
Your window may have a restricting device that limits how far it opens. Its there for your safety so its important that you dont disconnect or damage it, or let anyone else do so. If the window fittings do become damaged, you need to tell a member of the property team straight away. We check all the windows and their fittings regularly, to make sure theyre all safe and working properly. Depending on the floor you live on, it may be possible to derestrict your window upon request and with approval from the management of your property. Please speak to your reception team.

IS THERE AIR CONDITIONING?
Some of our properties have comfort cooling systems and some do not.

WHAT ARE THE RECEPTION HOURS OF THE PROPERTY?
Reception hours vary from property to property; most properties will advertise their opening hours at  reception.

WHOS THE MANAGER?
Each city has dedicated managers for all our properties; you should be able to find out your manager's name by speaking to the staff at reception. The manager may not always be in your building as they may manage several properties.

HOW CAN I PAY MY RENT?
You can pay by credit/debit card or direct debit. You can pay by logging in and clicking on Make A Payment.

CAN I RE-BOOK MY ROOM?
Absolutely! If you are interested in staying with Unite Students again, visit the My Account section and follow the links for rebooking.
We usually start selling our rooms for the following year a couple of months after you move in and we recommend you to act quickly for the best availability and prices. In most cases you wont even need to pay another deposit, so its a really simple process.

WHAT DOES THE INSURANCE COVER?
You can find out what your insurance includes by viewing the insurance certificate on our website. Some items are not included in our standard package - this includes accidental damage to items in your rooms, and loss or damage to personal items when you are outside your Unite Students property. Laptops and tablets, mobile phones and bicycles are not covered in the standard policy, however you can upgrade your policy so that your laptop, phone, tablet and other gadgets are covered, wherever you and your gadgets are, and this also includes a laptop and mobile phone replacement within 24 hours (one working day) of your claim being approved. You can add this upgrade for a small cost at any time during your stay.

I DONT GET ON WITH MY FLATMATES WHAT SHOULD I DO?
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.

WHY DIDN'T YOU TELL ME ABOUT THE BUILDING SITE NEXT DOOR TO THE PROPERTY?
As our properties are situated in prime city centre locations, we sometimes have developments happening nearby. We will advise you about this when you book if we can, however we cannot be held responsible for other companies' building works and are not always kept informed of when works will be taking place.

WHERE DO I LEAVE MY KEYS?
You will be supplied with a check out envelope please complete the front of the envelope with your name, room number and future address and leave it at reception. If the address where your deposit cheque needs to be sent has changed, then please also let us know on this envelope. If you need another envelope, please see your reception team.

WHAT HAPPENS IF I CHECK OUT AND NOBODY IS AT RECEPTION?
If reception is not open, look for a fast check out key drop box where you can leave your check out envelope.

CAN I LEAVE MY BELONGINGS IN MY ROOM?
Not unless you have booked to continue staying with us in your room and have a valid tenancy. Anything that is left once you have checked out will be removed as we have to get the room ready for the next tenant. A charge may apply if we have to remove any leftover belongings, so please remember to clear everything out when you leave.

MY FLATMATE DIDNT HELP TO CLEAN THE KITCHEN. WHAT DO I DO?
We recommend you first discuss the cleaning with your flatmates and work out an agreed time for cleaning before you all check out so that the work is divided fairly between you. If the flat hasnt been cleaned to a certain standard when we complete the check-out inspection then we will make appropriate charges which will apply to everyone in the flat.

MY FLATMATE HAS LEFT FOOD IN THE FREEZER. WHAT DO I DO?
We recommend you first discuss the cleaning with your flatmates and work out an agreed time for cleaning before you all check out so that the work is divided fairly between you. This includes emptying cupboards and the fridge/freezer. Anything that is left in the freezer once the whole flat has checked out will be removed and a charge may apply.

MY FLATMATE HAS BROKEN THE MICROWAVE; WILL WE BE CHARGED FOR IT?
We do charge for damages, however, if the person responsible for causing the damage is willing to take full responsibility then we will only charge that person. If no one accepts the responsibility for damages in a communal area then the charge will be split between everyone in the flat. If this happens, you can discuss this further with a member of our reception team.

CAN I LEAVE THINGS IN MY ROOM IF IVE REBOOKED FOR NEXT YEAR?
If you have a valid tenancy covering the time period, then yes you can. We just ask you to label any items in shared areas to confirm that they belong to you and not to someone else who has already checked out. This will help our cleaners.
If your booking finishes in June or July and your next tenancy starts in September, you will need to arrange a Summer Short Stay tenancy to bridge the gap. 
If you do not have a valid tenancy for the summer months, you will need to move everything out of your room and shared areas as someone else could be occupying the flat immediately after you leave.

WHATS THE LATEST TIME I CAN CHECK OUT?
This varies depending on your property so check with a team member at reception well in advance of your check-out date. It is likely that the latest time will be 12:00pm on the last day of your tenancy.

CAN I STAY AN EXTRA DAY?
This depends on your room and property, so please speak to the reception team regarding extending your stay.

WHEN WILL I GET MY DEPOSIT BACK?
If you are staying in England, you will get your deposit back in the form of a cheque, sent to your home address, within 14 days after your tenancy end date.
If you are staying in Scotland, Mydeposits Scotland will have emailed you a unique Release Code at the start of your stay. You need this at the end of your tenancy to authorise the return of your deposit.
Unite Students contacts Mydeposits Scotland at the end of your tenancy to confirm that you have checked out of your accommodation and advise on the deposit amount due to be refunded to you. This will be the full deposit minus any charges applied after your room has been inspected, or if your tenancy account has any outstanding balance due.
Mydeposits Scotland will email to tell you that we have started the release process. You have 30 working days from the date of this email to respond to the deposit release request. You will need to enter your Release Code to access any refund. If you do not respond within this timeframe, Mydeposits Scotland will return the deposit amount we have advised as due following your check out.

WHERE CAN I PARK TO LOAD UP THE CAR?
During our check in and check out periods, where available, we allow access to our car parks for short periods of time so you can load up/unload the car. If there is not a car park at the property then you may be able to park just outside for a while. In most cases, there are also public car parks nearby. Please speak to your reception team for advice specific to your property.

I FORGOT TO PUT ON THE INVENTORY THAT THERE WAS SOME DAMAGE WHEN I MOVED IN. WILL I BE CHARGED?
Possibly yes, this is to be fair and consistent with our approach. We encourage you to complete the inventory thoroughly when you first move in. We also document any damage on our own inspections so you may find that we have a record of this damage, please speak to your reception team for more information.

CAN I MAKE REPAIRS MYSELF?
No, for health and safety reasons all repairs must be carried out by the property maintenance team. Please let us know about any maintenance issues by logging a maintenance request through My Account or the MyUnite app, which will allow you to log maintenance requests easily from your mobile device.

I LEFT SOMETHING IN MY ROOM CAN I COME AND PICK IT UP?
As we need to get rooms ready for our next tenants, we cannot allow things to be left in your room after your tenancy end date. You must clear all your belongings from your room, and from any common areas, before 10:00am on your check out day. If you don't do this then we will dispose of your belongings without any liability, so please ensure you take everything with you.

WHAT HAPPENS IF I HAVE SOMETHING BEING DELIVERED TO THIS ADDRESS AFTER I MOVE OUT?
As we only have limited space for parcels and post we cannot keep mail once your tenancy has ended. All items delivered after the tenancy end date are returned to the sender.

WILL YOU GIVE ME A LANDLORD REFERENCE?
Yes, we will be happy to do so.