Current students

Looking for accommodation?

If you are a current student looking for accommodation there are a number of options available:

Halls accommodation for Returners - click here for more information

Private accommodation:

• Living off campus in private accommodation
• RUSU Housing Advice
• Private Property search in assocation with Studentpad 

Host family accommodation

If you prefer to live in a family environment you may wish to arrange accommodation with a local host family which has been visited and approved by Accommodation staff. If you are interested in a host family please contact Jenny Artivich in the Student Services Centre Advisory Team (j.r.artivich@reading.ac.uk).

Currently living in Halls?

Halls Handbooks

Each Hall has its own Handbook which includes details about living in that Hall, important health and safety information, welfare advice and rules.

• Lakeside Group Handbook 2011-12 (PDF-280KB) - for Bulmershe Hall and Wessex Hall residents
• Northcourt Group Handbook 2011-12(PDF-280KB) - for St Patrick's Hall, Sherfield Hall and Sibly Hall residents
• Benyon Hall Handbook 2011-12 (PDF-381KB) - for Benyon Hall residents (formerly Reading Student village)
• Park Group Handbook 2011-12(PDF-313KB) - for Mackinder Hall, Stenton Hall and Windsor Hall residents 
• Redlands Group Handbook 2011-12 (PDF-280KB) - for Wantage Hall residents
• St George's Hall Handbook 2011-12 (PDF-381KB) - for St George's Hall residents 
• Off-site Housing Handbook 2011-12 (PDF-1.5MB) - for Off-site Housing residents

As a Halls resident you are also bound by the Code of Behaviour for those Residing in University Accommodation (PDF-104KB).

Customer Care Charter

UPP are the leading UK provider of on campus student accommodation and are working in partnership with the University of Reading to deliver the highest standards of service to our customers.

Our commitment to you

We aim to provide you with the highest possible level of service and professionalism. This charter sets out the standards you can expect from our staff. If you feel we have failed to meet any of these standards, please tell us. We are continually looking at ways to improve our service and we welcome your views on how we can achieve this.

Our Staff will:-

• be prompt, polite and helpful
• be trained to give you advice and assistance
• wear name badges to identify ourselves and show identification when we visit your accommodation

In answering telephone calls we will:

• answer your call promptly
• ensure there is someone available to answer your call or take messages in office hours, and 24 hours a day on the Halls Hotline (0118 3787777)
• be courteous
• return your call within one working day if the person you wish to speak to is unavailable

In responding to written correspondence we will:

• acknowledge your letter within 5 working days
• reply to your letter within 10 working days

In dealing with any complaints we will:

• make available on request a copy of our Complaints procedure
• carry out a full and fair investigation
• reply within 10 working days where possible; if the complexity of your complaint requires a more in depth and timely investigation we will let you know
• apologise if we get things wrong and change procedures if necessary

UUK Code of Practice

The University is affliated to the Universities UK/SCOP Code of Practice for the Management of Student Housing. The Code covers health and safety, maintenance and repair, environmental quality, landlord and tenant relationship, student welfare, guidance on communal living, disciplinary procedures and the administration of, and compliance with, the Code. Copies of the code are available to students via Student Accommodation Code  

Complaints Procedure

If you have already come to us with a question or a problem but you are not happy with our response, then you have a right to complain.

In fact, we want to hear from you so that we can put things right as quickly as possible.

How to complain

If you have previously contacted us and remain dissatisfied with how we have answered your question or helped you with your problem, then we need you to tell us about it in writing. Please address your complaint to the Group Residence Manager for your accommodation.

To help us to contact you quickly, please include:

• Your full name
• Your full address
• Your daytime telephone number
• Full details of your complaint
• Copies of any letters relating to your complaint

How we will respond to your complaint

If you include your telephone number, then we will call you within 2 working days. It is always better to talk things through and sort them out quickly if we can.

If we only have your address, you will receive written acknowledgement within 5 working days of receipt of your complaint. We will tell you who is dealing with your complaint and respond to you within 10 working days of receipt of your complaint.

What we will do if your complaint is upheld

If your complaint is upheld, then we will offer an explanation and an apology. If it is appropriate, then we will take any actions needed to solve the problem properly.

How you can appeal against the decision reached

Hopefully, we will have resolved the situation but, if you're still unhappy, contact the Residence Director who will get back to you within 10 days of receipt of your appeal with our final response.

If you are a student and feel your complaint has still not been fully resolved you may refer the matter to the University at Stage 2 of the University Complaints Procedure. Details of this procedure can be found at http://www.reading.ac.uk/web/FILES/qualitysupport/studentcomplaints.pdf 

Maintenance

If you have a maintenance issue in your Hall study bedroom, kitchen or bathroom please contact your Hall Reception.  

There are set response times.  Telephone the Hall's Hotline on (0118 3787777) to report  maintenance issues:  

Priority 1 - emergencies

• Response time within 4 hours from issue being reported

Priority 2 - Urgent

• Response time within 24 hours from issue being reported

Priority 3 - Non-urgent

• Response time within 7 days from issue being reported

Grounds - Snow clearing and gritting

During freezing weather the Grounds Maintenance team will grit roads and footpaths to Halls. All roads will be treated before 12.00 noon.