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Bookings

FAQs Answers
How can I book a room?
 In order to book a clearing room, you need to click the link provided to you on the accommodation guarantee letter/email provided by the University of Reading.
Why does the Unite website shows that all the rooms are sold? This is because the rooms are reserved by the University of Reading. The rooms are bookable but only by the link provided in the accommodation guarantee letter/email provided by the University of Reading.
How long do I have to accept my room? Please refer to your offer letter.
My student loan has not yet arrived, what do I do? If you have not yet moved in, please bring proof of your student loan dates with you upon arrival. You will still be able to move in and you will not receive any charges for non-payment before your check in date. However, we cannot guarantee that further charges will not be applied to your account after your check in date if payment is not received.
What are my payment options? When you make your booking, you can choose to pay in full or by instalments using a credit card, debit card or Direct Debit. If you choose to pay in full, you will still be required to have a guarantor. Please ensure you have the cardholder's permission before using the card details for upfront payments or rent instalments.
How many instalments will I have? (Please list dates) If you are a student with a permanent UK home address then you will usually have the option of paying in one, four or eight instalments. If your permanent home address is outside the UK then you have the option of one or two instalments.
Can I pay by bank transfer? If you are an international customer and unable to pay by direct debit or CCRA (reoccurring card payment), it may be possible for you to pay by bank transfer. Banks may make a deduction on the amount being paid as a transfer fee – if you are paying by bank transfer, you will need to pay enough to cover both the fee and the full rent balance due.
Can I live with my friends? Yes! If you would like to book a flat with a group of friends, you can arrange this by visiting our team at reception. This will depend on availability, but we will do our best to find a flat with enough rooms for you and your friends.
What kind of rooms do you offer? We offer a range of both en-suites and studio flats. Please speak to our Sales and Service Team for more information about our room types.

Upfront payments

FAQs Answers
Do I have to pay a deposit?
 We no longer take deposits. This has been replaced with an advance rent payment.
What is advance rent? Advance rent is our new upfront payment type. It is a payment of a set amount of £250 towards your first rent instalment and is required at the point of booking.
Do you offer arrival packs? We offer a range of quality bedroom and kitchen packs that you can purchase while making a booking.

Viewings

FAQs Answers
Can I view your rooms?
 Yes! You can book viewings at www.unitestudents.com, or visit us at Kendrick Hall reception and we can book your viewing for you.
Can I turn up without booking a viewing? We do accept walk-in viewings, however you will need to fill out a form with some contact details first. Our reception desk can get quite busy at times, so we ask walk-in viewings to be patient if our Reception Team are dealing with other customers upon your arrival.

Checking in

FAQs Answers
Can I have post delivered to the property even though I am not there yet?
 We can keep post for up to 14 days, as long as it is in the name of someone who lives in our building. If you are due to move in and need to get something delivered, please make sure this is within 14 days of the start of your tenancy, and let us know that you are expecting something.
Can you store my luggage if I get it delivered to site before I arrive? Unfortunately not, as we will be preparing the room for your arrival and we will not be able to store any luggage for you before you arrive.
Do I need to buy contents insurance for my room? When you book with us the personal items inside your room are automatically insured against fire, flood, theft and accidental damage by our partners Endsleigh.
I haven't paid rent yet, can I still move in? It's really important that your rent is paid on time. Your first instalment before moving in covers the first part of your tenancy.
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 and you will be charged for any additional nights. Please get in touch with our Sales Team to enquire about short term lets.

Move in day

FAQs Answers
What happens if I arrive and no one is there (out of hours and in office hours)?
 Once you arrive at the property, you can call our Emergency Control Centre on 0300 303 1611 and a member of our team will come to help you move in to your new home!
How can I get directions to the property? The easiest way to get directions to your property is to search for the postcode on google maps and find the directions there. You can find your property's address on your property's page within the 'welcome' section.
I have been given a time slot but I might miss it. That's fine, just make sure you update us. You can either call the property team or our Emergency Control Centre on 0300 303 1611 and a member of our team will be there to help you move into your new home when you arrive.
Can my family or friends stay for a few nights after dropping me off? If they are only staying for a couple of days, then they are welcome to stay. For longer stays, please come and have a chat with our team at reception. Please note that you are responsible for your guests and their behaviour while they are on Unite property.

Payments

FAQs Answers
What happens if I can't make a payment?
 Your instalment due dates are outlined in your tenancy agreement and by accepting the terms and conditions of your contract, both customer and guarantor are accepting responsibility for payment on the dates provided. If you are unable to make payment for your rent, please speak to your property team before your rent is due.
What happens if I can't pay because I haven't received my loan yet?

We work in partnership with over 100 Universities who provide their loans and grants at different times of the year. We always try to align our payment dates with the receipt of student loans but this may not always be possible.

If you have not yet moved in, please bring proof of your student loan dates with you upon arrival. You will still be able to move in and you will not receive any charges for non-payment before your check in date. However, we cannot guarantee that further charges will not be applied to your account after your check in date if payment is not received.

What methods can I use to pay?

You can pay by credit/debit card or Direct Debit. You select your payment method when booking. If you need to add your rent payment details you can do so here.

If you are making a payment on behalf of a customer, you can also do this through our website on the make a payment screen. Please ensure you have the customer’s full name and booking code available when making a payment so that we can allocate this to the correct account.

Living with us

FAQs Answers
What happens with my post?
 All parcels will be signed for by our Reception Team. You can collect these from reception once you’ve received notification from the delivery company. Small parcels and letters will be placed into your flat’s post box.
There is loud music playing above me, how do I make a complaint? First, speak to a member of staff at reception or, if it is out of office hours, contact our Emergency Control Centre on 0300 303 1611. They will ask a member of our Service and Safety Team to come to help you. Alternatively, you can report a noise issue quickly and easily on the MyUnite app.
My flatmates never clean our communal area. What can I do? All flatmates are responsible for keeping the communal areas clean and tidy. 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.
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.
What if I have a maintenance issue with my room? All maintenance requests can be logged via our MyUnite app or by getting in touch with our team at reception.
How do I do my laundry? You can do your laundry through the MyUnite app or the Circuit Laundry app.

Contact us

FAQs Answers
How can I get in touch with you?
 You can e-mail our Reading City Team at reading@unitestudents.com, or give us a call on 01189 313 830. Likewise, you can always come to visit us at Kendrick Hall Reception.
When are you open? Our Reception is open 24 hours a day. Our Service and Sales Team are available from 8am-8pm, Monday – Friday. Outside of these hours, our Service and Safety Team are on hand.
Where can I find more information? All of this information (and more!) can be found at www.unitestudents.com.
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