Frequently asked questions by current residents

You'll find this information useful if you're currently living in the Student Village, Peter Taylor House, Swinhoe, Anastasia House, Collier Road or any of our University houses.

If you live somewhere else, speak to staff in your accommodation or check your residents' handbook.

How do I report a repair?

You should report any fault or repair requests straight away, even if you think it might just be a minor problem.

By making a repair request you’re granting maintenance staff access to your room. The repair will be carried out by trained staff or approved contractors during the working day, generally between 9.30am–5pm. You don't need to be in your room when the repair is being done.

In an emergency, access to your room may be required without prior notice, but this will be avoided if at all possible.

How quickly the repair is completed depends on how urgent it is. Here are some example timescales:

  • Fire alarm fault: two to four hours
  • Repair broken lift: one working day
  • Faulty blind/curtain: two to three working days
  • Broken microwave (where other cooking facilities still available): five working days
Read more about find out more about reporting a repair.

Who can help if I'm being disturbed or not getting on with people nearby?

If you‘re not getting on with someone and talking it through with them hasn’t helped, contact the Housing Management team for help. You can also contact the Students’ Union who may also be able to offer advice and mediation.

If you’re being disturbed by noise, it’s important to report the noise to us while it’s happening. We can then work out who’s responsible and address the issue with them directly.

Read more about read more about what you can do with disturbance.

What do I do if I lock myself out of my accommodation or lose my key?

If you're locked out of your room, come to the Residential Service office to sign out a replacement key. If we're closed, you can contact your Residential Assistant or ARU Security. If it's not your first lock-out, you might be charged for staff to attend to let you back in.

If you don’t return your replacement key or can't find a key you’ve lost, you’ll be charged for a new key, costs will vary but may be in the region of £10 to £40. If we need to replace the lock, you’ll be charged for this too (up to £500).

Let us know you’ve lost your key straight away so we can take steps to make sure your home is secure. Never get the locks for your accommodation changed yourself.

For security reasons don’t mark your keys with your address and never give them to anyone else.

Read more about what to do if you lock yourself out.

What happens if I'm unable to pay my rent for any reason?

If you're late paying your rent, you might have to pay a late payment charge. Failing to pay your rent is a breach of your tenancy agreement and you may be asked to leave the accommodation, and be contacted by debt collectors. This is why it's really important not to ignore any problems affecting your finances.

If you're having difficulty paying your rent, contact the Finance Team as soon as possible. You can also speak to ARU's Money Advice Service to get you back on track.

Read more about read more about problems with paying rent.

Are my personal possessions automatically insured?

We've arranged possessions insurance for your belongings. Most items in your room will be covered, but things like expensive electronics and bikes won’t be. Check whether the standard level of cover meets your requirements; you can enhance the policy if you need to. See the insurance policy and information leaflet for further details.

Student possessions insurance policy

Student possessions insurance policy 2021/22

Student possessions insurance leaflet 2021/22

Read more about read more about insurance.

Student possessions insurance policy 2022

Do I need a TV licence?

If you want to watch TV in your room, download or record live programmes or watch BBC iPlayer on any device, you'll need to get a TV licence. This covers you for watching through any device. You might need a portable aerial if you want to watch TV in your room. Anyone without a valid TV licence who watches or records television programmes as described above risks prosecution and a fine of up to £1,000.