Frequently Asked Questions

It's easy. There are 3 ways to do it:

1. Call the number of the property you wish to stay at.

2. Or if you're passing the property, you can just pop in.

3. Call our dedicated student line on 0800 652 7844 to arrange a viewing, specifiying the location.

How do I cancel or re-arrange my viewing?

If you wish to cancel or re-arrange your viewing please contact the Hospitality Team at your chosen location or call our
dedicated student line on 0800 652 7844

Can I book a room without a viewing?

Yes, However, on arrival should you wish to change your room, this would be subject to an additional administration cost.

 

Which cities are you located in?

We are spread across the UK. Check out our properties here.

It's easy. There are 3 ways to do it:

 

1. Call the number of the property you wish to stay at.

2. Or if you're passing the property, you can just pop in.

3. Call the Hospitality Office or the dedicated student line on 0800 652 7844 to book a room specifying the location.

Can I live with my friends?

Yes

How do you decide who I live with?

We will endeavour to allocate you to rooms within a flat with other students who have selected similar preferences

Do you provide summer accommodation?

Please contact the Hospitality Team who will provide details or call our dedicated student line on 0800 652 7844.

I am a part-time student - can I live in Mansion Student Accommodation?

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).

Do I need to move out over Christmas and Easter Holidays?

No. Over the holidays you will have complete access to your room.

Can I personalise my room?

You are responsible for ensuring that you leave your room and flat in the same condition that it was given to you. You will
be asked to fill in and return a 'Check In Inspection Record', to record the condition of your room within 48 hours of moving in.
You must ensure that any personalisation of your room does not result in any damages or you may incur repair charges.
The Hospitality Team will carry out room and flat inspections at the end of your contract and we would advise you to make
an appointment for inspection well in advance.

Can I keep a fridge in my room?

Fridges are not permitted in bedrooms. Arrangements are provided in the kitchen to store chilled foods. If you have a
medical condition which requires you to have a fridge in your room, evidence of this must be provided for the Hospitality
Manager.

Can I bring my own washing machine/tumble dryer?

No. Laundry facilities are provided at every location.

Who is responsible for cleaning my flat?

It is a student's own responsibility to clean their room and they are jointly responsible for cleaning their flat. The
stairs and hallways outside the flats (communal areas) are cleaned on a regular basis by company cleaners. Some residences
can offer an additional cleaning service for an agreed fee. At the end of the tenancy, flats must be returned in good condition
or additional charges may be levied.

Can we have a party?

Yes, but we ask that you keep the noise to a minimum and be considerate to your neighbours.

Can I have guests to stay?

It's your home so you can have guests staying over, however please remember you are sharing the flat with other tenants and
using the shared facilities, therefore ensure your visitors are considerate to other tenants. We do not allow sub-letting

(where you rent your room out to another person) but we are not going to stop you from having a friend over from time to
time.

Are there spare rooms for visitors to stay in?

No. However, the Hospitality Team will gladly assist with numbers for local hotels.

What cooking equipment is supplied?

Please CLICK HERE to refer to our Mansion Student Checklist.

Is bedding supplied?

Bedding is not supplied. Please CLICK HERE to refer to our Mansion Checklist.

Where can I wash my clothes and bedding?

Laundry facilities are provided at every Mansion Student Location.

Where can I collect my post?

Your post will be put directly into your flat. More information can be found in your Mansion Student Check In Pack.
Please contact your Hospitality Teams for more information on the delivery of parcels.

Where can I smoke?

All Mansion Student Properties are No Smoking residences. Smoking areas are residence-specific, so please contact your
Hospitality Team to check where you can smoke. As a general rule, there is no smoking in any shared areas, e.g. kitchen/
lounges, common rooms, corridors, stairwells, lifts or office areas.

Will I be able to get online in my room?

Boadband arrangements vary by residence; all residences have high-speed internet connections available.

Can I bring a pet?

Pets are not permitted within any of our properties.

You can report a fault by using The “Room Service” system on your StudentCom homepage. If you have a problem in your flat that needs
some attention from one of our maintenance teams, you will be able to report it, monitor it, and give us feedback on how the fault was
handled. Here’s a few of the things our new system will allow you to do:

• Report faults and other maintenance issues straight to our site staff via your internet service.
• Tell us details of your problems from the major to the minor and set a priority to tell us how urgent the issue is to you.
• Track the progress of your issues as they are dealt with and see updates throughout the entire lifecycle of your fault.
• Request paid services such as having your flat cleaned! With the potential for more services to be added in future.

How do I access the ‘Room Service’ system?

You’ll find the Room Service button on your StudentCom homepage. Clicking the button will take you to your personal Welcome page. You need
to be logged in to access the Room Service system. If you are not logged in, you will be prompted to enter your StudentCom
e-mail and password.

 

Your personal Room Service ‘Welcome’ page allows you to view and monitor any and all faults you have reported that are
still open, as well as any that have been completed in the last 30 days.

To report a new fault, you’ll want to browse the various fault categories located on the left-hand side of the screen. Click on
the relevant category to view individual faults you might wish to report. Can’t find the fault you’re looking for? Select
“Report Other/Misc Faults” from the menu and tell us what the problem is.

 

How to select a Fault to Report?

After selecting the category your fault fits into, the list will expand to show a list of specific faults which fit into that category.
Browse the list, and click on the name of the fault to be taken to the relevant maintenance form.

If none of the faults listed fit in with your problem, don’t panic! Simply click on another category to browse other faults. If
you still are not able to find what you need, click on “Report Other/Misc Fault” and tell us what your problem is.

 

How to complete an on-line Maintenance Form

Once you have selected your fault from the menu, you will be directed to a Maintenance Form. These forms come in a variety
of shapes and sizes in order to request information relevant to your specific fault.

Fill in the form carefully and provide plenty of detail. The more information you give us on the fault, the easier it will be for
our providers to identify the problem and the action needed.

 

Be sensible and clear. Try to imagine what you would need to know to fix the problem if you were the one hired to fix it. The
easier it is to identify the problem, the quicker your fault will be repaired! If your fridge isn’t working, tell us what exactly
is broken. “The fridge is not receiving any power” is a much more informative fault report than “The fridge is broke.

How do I select the correct priority level?

After filling in the rest of the form, there are two additional drop-down menus for you to select before you submit the fault.
The first of these is selecting the “Priority” of your fault.

“Priority” gives our staff an indication of how urgent you feel the fault is. There are five levels of priority to pick from
ranging from emergency level faults which should be given attention within 24 hours to insignificant faults that can be
resolved “anytime reasonable.”

Please note that the priority you set is simply to give an indication to the member of staff dealing with the fault and does
not guarantee the fault will be solved within that time frame.

How do I report a maintenance fault in a common area?

The final drop-down menu allows you to select from a list of possible Common Areas. Use this menu if your fault is not
located within your own bedroom and is instead located within one of the shared areas of your accommodation.

Examples of this could be if an electricity socket is broken in your Lounge or the tiles are damaged in the Kitchen. Reporting
which Common Area the fault is located in will help our staff narrow down the location of the fault you are experiencing in
order to solve it more efficiently.

Important: In cases where a fault is located in a Common Area, please check with other tenants who share the area with
you before reporting a fault. You should submit only one fault report per fault. Try not to report the same fault multiple
times from every tenant who uses the Common Area. Submitting duplicate faults from different tenants may slow down
the repair process.

 

How do I submit my maintenance report?

Once you have finished entering the details of your fault, click the “Create” button to log your fault with our staff. You will
be prompted to change any values that are invalid (such as incorrect date formats) but assuming your form is valid, you will
be taken to the summary page showing that your fault has now been submitted.

Our site staff will now be able to see your submitted fault and can begin taking steps to solve the problem. You can review
your submission, and then click the “Home” button to return to the Welcome page, or simply leave the Room Service system.

Can I view the progress of my maintenance fault?

Your personal Welcome page shows all faults you have submitted to our staff. After reporting a new fault, you will see it
added to your list of “Outstanding Activities.”  Clicking on a fault from the list will let you view the summary of the fault’s
details.

You will be able to view the status of your open faults. Important statuses to be aware of are:

• Reported. This means your fault has been sent to staff and will be reviewed and dealt with as soon as possible.
• In Progress. This means your fault has been reviewed and sent to a provider. A provider is either a member of the in-house maintenance team or a contractor who will be responsible for repairing your fault.
• Waiting for Approval. This means your fault has reviewed by the provider and a cost for the repair given. The provider is waiting for confirmation from the staff that the cost of the repair is correct.
• Approved. This means the cost of your fault has been reviewed and the staff member in charge has approved your fault for repair. The provider assigned to your fault should now be ready to resolve the issue.
• Job Finished. The provider has completed the repair of your fault and all that remains is for the appropriate staff member to check that the job is satisfactory.
• Completed. Your fault has been fully resolved.

Contact a member of the site staff if you have any updates you would like to make to your reported fault, or if the fault has
not been resolved properly even though the status has changed to “Job Finished.”

Viewing Completed Maintenance Faults

Faults which have been completed will also display on your Welcome page under the heading “Completed Activities.”
A completed fault will show for 30 days.

 

Sending Feedback

As a resident in one of our Mansion student properties, your opinions are always important to us. When one of your faults has
been resolved, we would love to hear your feedback on how the fault was handled and how we can make the process smoother
in future.

On completion of your fault, you will be provided with an e-mail address for mailing feedback to us. We look forward to
hearing from you.

Additional Help

If you are still having problems with using the system or reporting your faults, click the “Help” button in the top right area of
the screen to be taken to the help page. The help page will provide you with contact e-mail addresses for help and support
with using Room Service.

We also appreciate feedback on the usability of the system, and should you encounter any bugs while using the Room Service
system please feel free to report those too including the steps our administrator should take to reproduce the error.

 

Will I be charged for Faults?

Also on the Help page, you will find a list of relevant fees and service charges for all kinds of faults and damages. This is
taken straight from your tenancy agreement.

 

It’s important to be aware that students will not be charged for the majority of faults reported to our staff. Students will only
be charged in cases where the fault is determined to have been caused directly by the actions of the tenant, either through
misuse or negligence.

What is Council Tax?

The Council Tax is set by local authorities in England, Scotland and Wales to pay for local services that they provide,
such as rubbish collection, the police and the fire brigade.

As a student do I have to pay Council Tax?

Most students do not have to pay Council Tax, but some do.  Therefore, it is worth taking time to check that you
qualify for exemption.  Guidance on whether or not you are exempt from Council Tax can be found by visiting the
following link:
 
http://www.direct.gov.uk/en/EducationAndLearning/UniversityAndHigherEducation/LifeAtUniversityOrCollege/DG_071488

 

Please be aware that not all courses qualify for Council Tax exemption and you should check with your University or College.
 

Will Mansion Student charge me Council Tax?

Mansion Student will not charge Council Tax to any student who is exempt.  However, if you do not qualify for exemption
status, then Mansion Student will make a charge.  It is very important that you check your status before you sign a
Tenancy Agreement with us.  It is your responsibility to provide us with a copy of your Council Tax Exemption Certificate.
 

How do I apply for a Council Tax Exemption Certificate?

Usually, the Admissions Office at your University/College/Institution will provide you with a Council Tax Exemption Certificate. Mansion Student requires a copy of this 7 days following your enrollment on your course.
 

What happens if my course does not qualify for Council Tax Exemption?

You will be required to pay the Council Tax charge on the property you are staying in.  

I am an international student, does Council Tax affect me?

If you are attending a full-time University/College/Institution in the UK then you are usually exempt from paying Council Tax.
However, not all courses qualify for the exemption and you should seek guidance from your University/College/Institution
and refer to the UK Council for International Student Affairs (UKCISA) via the following link:
 
http://www.ukcisa.org.uk/student/info_sheets/council_tax.php

In some cases, where there are shorter course for international students (Erasmus Students or Students on the
Socrates Scheme) the Institution where you are studying can provide a letter of exemption which is also accepted by the
Local Council. Please check with your Institution.