• Who do I ask for help?
• How do I report a problem?
• What do I do if I shut myself out of my accommodation?
• What do I do if I lose my key?
• What happens if I am unable to pay my rent for any reason?
• Are my personal possessions automatically insured?

Who do I ask for help?

For repairs and maintenance please call the Facilities Helpdesk on 0845 196 6464 or email them on facilities-helpdesk@anglia.ac.uk. (Or extension 6464 if your room has a phone).

If you have any other issues during opening hours please contact your Residential Service.

If you have any problems outside of opening hours Residential Assistants are on call to respond to issues such as fire alarm activations, noise complaints and emergencies.

To contact a Residential Assistant, please call:

Chelmsford: Student Village - 01245 496 964 or 7720
Cambridge: Bridget's & Nightingale - 07738 458212
Cambridge: Peter Taylor - 07738 458213
Cambridge: Swinhoe - 07738 45821
Cambridge: Anastasia - 07715 993957

How do I report a problem?

If you have a maintenance problem, meaning if something is broken or not working properly, you need to report it to our Facilities Helpdesk on 0845 196 6464 or email them on facilities-helpdesk@anglia.ac.uk. (Or extension 6464 if your room has a phone).

If you have a noise complaint, you need to report this to your Residential Service during office hours, or to your Residential Assistant outside of office hours. It is important to report the noise to us while the noise is occurring so that we can identify who is responsible and deal with them accordingly.

If you have a problem with a flatmate or neighbour, you need to contact your Residential Service to discuss possible solutions. You should also contact Student Services and your Personal Tutor, who may be able to assist you should you wish to formalise your complaint.

If you have any other problems while living in the accommodation, you can contact your Residential Service in the first instance who may be able to help you or refer you to someone who can.

What do I do if I shut myself out of my accommodation?

If you are locked out of your room please call into your Residential Service to sign out a replacement key or if it happens outside of opening hours contact the Residential Assistant. You will be liable for any replacement locks and keys if required.

What do I do if I lose my key?

It is your responsibility to look after the keys that you have signed for, and to return them at the end of your tenancy. You must not give your keys to anyone else.

Locks must not be changed. For security reasons please do not mark your keys with your address. If your keys are lost, please report this to your Residential Service immediately, who will issue you with replacement keys. There is a £16 replacement charge for each key lost and, in Cambridge, there is a £20 charge for a replacement access fob. It may be necessary to change the locks to your room or property as a security precaution. As this cost could be in excess of £500, please take care of your keys. Any charges will be passed onto you. If you choose to gain access by breaking into your room or house, you are responsible for any damage caused.

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

If you fail to pay your rent you may incur a late payment charge. Continually failing to pay your rent will put you in breach of your Occupancy Agreement so you may be asked to leave and be contacted by debt collectors. Don't let this happen, if you have difficulties contact Financial Services as soon as possible and use the services of the Student Money Advice Service to get you back on the right track.

Are my personal possessions automatically insured?

If you're staying in University accommodation, we've automatically arranged basic insurance for inside your room with Endsleigh. With this insurance items in your room are covered (excluding laptops and bikes), but some items and gadgets aren't covered outside your room.

It's your responsibility to check whether this level of cover meets your requirements and extend the basic cover if necessary. You can do this by visiting www.endsleigh.co.uk/reviewcover or by calling 0800 389 1920 / 01282 672108.

Endsleigh have also compiled a useful checklist to help you prepare for university life.