Report any repairs or safety concerns in your accommodation as soon as you notice them.

Check how to report repairs in your tenancy agreement or your landlord's website.

For example:

• by phone or email

• on a website or an app

How soon should repairs be done?

The National Code for student halls sets target timescales for:

• emergency repairs - like wiring problems if there's a risk of electric shock

• urgent repairs - like a broken shower or repairs in rooms with disability adaptations

• other repairs

Accommodation providers who sign up to the Code are expected to do repairs within these timescales.

If major repair work is needed, you should be offered somewhere suitable to stay. For example, another room in the same block if there is a serious mould problem in your room.

Table: Target timescales for repairs

These timescales are from when you report the problem in writing.

You can complain to your accommodation provider if repairs take too long.

When can staff or workers come into your flat?

Staff should not come into your room or shared areas without a good reason.

You should let the maintenance team or contractors in for repairs.

Unless emergency access is needed, you must get 24 hours' notice. Your accommodation provider should tell you the date, time and reason for routine visits or inspections.

Contractors should not come into your bedroom unless you say it's okay, or it is an emergency.

Cleaning services

Check your contract to see if cleaning is provided. Your contract or a noticeboard in the block should tell you when cleaners will visit.

Cleaning is normally just for shared areas so staff should not need to come into your bedroom.

Problems with flatmates or other residents

You can resolve some problems by speaking to other residents where you live.

For example, you could agree some house rules about cleaning or noise when you move in.

Ask for your accommodation provider's help if you:

• cannot resolve the problem by talking to the other person

• are worried or scared about approaching them

• feel unsafe because of violence, abuse, discrimination or threatening behaviour

Staff at your accommodation should try to help. They should try to support the health, safety and wellbeing of students living there and should be trained in mental health support.

Call 999 if you are in immediate danger. Do not wait until a member of staff is available.

Complaints about your accommodation

You should complain direct to your accommodation provider.

For example, if:

• repairs do not fix the problem or take too long

• there is serious damp or mould in your room or flat

• you experience excessive noise or partying in halls

• you have personal safety or security issues in your halls

• staff in your halls provide a poor service

If your accommodation provider is signed up to the National Code

You can use the National Code complaint process if both:

• the problem is not resolved by your accommodation provider

• your accommodation provider has broken the National Code

The National Code complaints team can assess your complaint. They might mediate to help you and your accommodation provider agree how to resolve the complaint. They might take formal action against the provider.

See National Code website: problems and complaints.