Frequently Asked Questions About Living with Us

The easiest way to pay your rent is by setting up a direct debit, which you can do after your booking has been completed.

You will receive rent payment reminders up to one week before your rent is due. Please follow the link in the reminders to pay your rent if you have not set up a direct debit.

Your welcome pack explains how to connect to the internet. If you are unsure, please contact your building manager.

Our buildings have onsite laundry facilities. Ask your building manager how to access these facilities.

To raise a maintenance request, please follow the instruction in the welcome pack, and fill out your request on the App.

Yes, content insurance is included in your rent. You will receive a reminder email from StudentFM to set this up.

SFM aims to provide a quality service to our residents at all times. However, we do accept that we do not get everything right first time. We endeavour to resolve all complaints made in the shortest possible timeframe and strive to use these to improve our service to our residents.  All complaints will be handled in a professional, courteous and confidential manner and we aim to resolve all complaints to the satisfaction of all parties.

The process

Almost all complaints can be dealt with at site level. Please ensure you speak with a member of your Accommodation Team in the first instance. All complaints received at Head Office will be redirected to site level in the first instance. Complaints will be investigated fully which may include seeking clarification from external contractors. You should expect a confirmation of receipt email within 24 hours and a full response within 7 working days.

If you do not feel that this resolves the issue, you may escalate to the Senior Operations Team by filling in our online form (CLICK HERE).  Please include an outline of the issue and the date reported to the Site Accommodation Team. A member of the Senior Operations Team will investigate the complaint with input from all parties and email confirmation of receipt within 48 hours and a full response within 10 working days.

If you still do not feel that your complaint has been treated fairly, you can request a review by a Complaints Panel. You must include reasons why you believe your complaint has not been fairly treated. The panel will review the case and respond in writing within 10 working days. The decision of the panel is final and there is no right of appeal.


As a member of the ANUK National Code, if your complaint deals with a breach of the National Code or you are still unhappy with the decision, the complaint can be forwarded to the National Codes Administrator – Unipol Homes. The complaint should be made in writing to:

National Codes Administrator
155-157 Woodhouse Lane



If you are still unhappy with a decision from a complaint, you can contact The Dispute Service Ltd.  They are an independent body providing alternative dispute resolution.  Any complaint can be issued online at