1. Accommodation
  2. Customer Service Promise

Customer Service Promise

LAST UPDATED: 30 September 2026 

 

Customer Service Promise 

Residential Services (RS) is dedicated to delivering a good standard of accommodation and support services to you during your time in University of Leeds-owned and managed accommodation. 

Our Customer Service Promise sets a clear expectation of the level of service, and quality of care you can expect from us and our partners. These standards help us assess how well we are performing, and the feedback you provide allows us to make improvements where needed. 

We would encourage you to share comments or feedback on any aspect of our service. 

Our Customer Service Promise has been set because of regular feedback gained from our student accommodation surveys, and through our participation in the ANUK/Unipol Code of Standards for Larger Developments, which is recognised by the National Union of Students (NUS), and the University of Leeds. 
 
We will: 

  • listen and learn from the experiences of our customers 

  • review our standards to make sure that we get the service right 

  • regularly review our standards against feedback received from accommodation surveys and via other feedback methods 
     

How you can help 

To support us to deliver our promise, we ask that you: 

  • treat University and partner staff with courtesy and respect 

  • take the time to read and follow the information we provide to you via the provision of printed and digital communication 

  • respond promptly to requests to attend meetings or appointments and attend them on time 

  • be patient during busy periods, especially at the start and end of term or when demand may be high at certain times of the day 
     

Key services 

The specific details of key services we provide may vary slightly between University of Leeds-owned student accommodation and our private partner sites. However, please be assured that the same high standards of service and care is applied across all locations.  

See which provider manages your accommodation: 

Accommodation provider 

Name of residence(s) 

University of Leeds 

Central Village, Charles Morris Hall, Devonshire Hall, Ellerslie Global Residence, Henry Price Residences, Lyddon Hall, Lupton Residences, Montague Burton, North Hill Court, Sentinel Towers, Shared Houses, St Mark’s Residence, Family Accommodation 

Unite Students 

Hepworth Lodge, James Baillie Park, White Rose View, The Plaza 

Downing Students 

CitySide 

Unipol Student Homes 

Carlton Hill, Royal Park Flats 

Harrison 

Blenheim Point 

Collegiate AC 

Leodis 

 
We will provide you with the following key services: 

Customer care 

We will: 

  1. Be courteous and friendly whether we engage with you via phone, email or in person. Our staff will provide you with their name when you call on the telephone. 

  1. Identify ourselves with official University or partner uniforms/attire and/or identification. 

  1. Employ staff who are trained to assist with your accommodation enquiries or who can direct you to the most appropriate person or agency to resolve your issue 

  1. Honour any appointment we have made with you. If we cannot keep the appointment, we will inform you promptly and rearrange another time. 

  1. Handle enquiries in confidence and with sensitivity. The information you provide to the University will be stored securely with  access restricted members of staff who need it. Further information can be found by visiting https://accommodation.leeds.ac.uk/privacy 

  1. Acknowledge written comments/complaints within the timescales detailed below.

Accommodation provider      

Complaint handling timescales 

University of Leeds Residential Services 

Acknowledge within 2 working days and then respond more fully within 7 days. * 

Unite Students 

Initial response within 24 hours. Investigate and respond within 14 days.  

Downing Students 

Initial response within 24 hours. Investigate and respond within 10 days. 

Unipol Student Homes 

Initial response within 3 working days. Investigate and respond within 15 days. 

Harrison 

Initial response within 48 hours. Investigate and respond within 5 working days.  

Collegiate AC 

Investigate and respond within 10 days.  

  

*If consent is required from a customer to discuss their concerns with another person (e.g. a family member), we will seek to obtain consent first from the customer before then proceeding with responding to and resolving your concerns. Delays in receiving such consent may result in a longer response time. 

If you live in a property managed by one of our private partners and raise a comment/complaint with Residential Services that needs to be investigated by the provider of your accommodation, we will pass on your comment/complaint within two working days.  

We will inform you if your comment/complaint is required to be passed on to a private partner. Your comment/complaint will then be dealt with according to the timescales of the relevant private partner from when they receive it from us. 

  1. If the matter is more complex and we cannot respond within the timescales listed, we will provide approximate timelines and/or expectations for the investigation and full response.   

  1. As a member of the National Code for student accommodation, we are committed to upholding its standards. If a complaint is not responded to within 28 days, or remains unresolved, it may be escalated to the Codes Complaints Investigator — but only if it relates to a potential breach of the Code. For more information, visit the National Code complaints process.  

  1. Students at the University may also escalate their concerns to the University Student Cases team in the event they remain dissatisfied with the outcome of our complaint resolution. For more information, visit Student Complaints. 

  1. Champion equality and diversity.  

We will: 

  • treat all individuals fairly, with dignity and respect 

  • provide a safe, supportive and welcoming environment for all customers, staff and visitors to our residences 

Our tenancy agreement 

We will: 

  1. Provide you with contractual terms under which the property is offered, including those relating to any fees payable in addition to rent, such as booking fees. 

  1. Ensure that any contracts are fair and comply fully with the Consumer Rights Act 2015. 

  1. Carefully investigate any concerns regarding non-compliance with the tenancy agreement and take appropriate action in line with University and Residential Disciplinary Regulations, where applicable. 

 

Flat décor, utilities and services 

We will: 

  1. Ensure that all fixtures, furnishings & fittings are clean and in good condition at the start of the tenancy, and that they comply with Furniture and Furnishings (Fire Safety) Regulations. 

  1. Complete an inspection of your room/flat prior to your arrival, indicating the level of provision of fixtures via an online inventory. When you record items on your inventory as not having met your satisfaction, we will investigate your concerns and, where appropriate, take action.  

In some instances, a private partner may provide you with an inventory in printed format or request that you complete a printed inventory. Where no documented Residential Services inspection prior to your arrival, can be provided, then no claim will be levied against you at the end of the tenancy in respect of deterioration in condition or losses. 

  1. Ensure all food preparation and storage areas within our catered kitchen areas managed by RS comply with appropriate standards required by Leeds City Council Environmental Health Officer, for the property. 

  1. Ensure that all student residents’ rooms are provided with a high-speed WiFi connection and which at minimum meet the standards set by ANUK. 

  1. Provide launderette facilities in accommodation where laundry facilities are not available within your flat. These launderettes are operated, leased, and maintained by an external contractor. Should you experience any issues or faults, please report them directly to the supplier using the contact details provided in the launderette or contact the Residence Office for assistance. The supplier aims to respond within 24 hours of your initial report, so please keep the site team informed if any problems occur with this service. 

Please note, in some flats a washing machine and dryer is provided in your kitchen. If this appliance develops a fault, you should report the matter to staff who manage your accommodation. 

 

Cleaning 

We will: 

  1. Provide a clean room at the start of your tenancy contract period. 

  1. Provide where possible the  facilities to recycle and ask that you follow the guidelines to segregate waste correctly. 

  1. Ensure that communal areas (entrances to buildings, stairwells and corridors) external to the hallway of shared flat and/or bedrooms are kept clean, free of obstructions, debris and spillages. 

  1. Provide notice, where appropriate, of dates when we will carry out external window cleaning. 

  1. Take appropriate action if tenants do not meet the conditions of their contract , particularly in relation to maintaining their accommodation in a clean, tidy, and good condition. We will issue written notice if you need to improve cleanliness or care for the property and may claim the cost incurred to cover any necessary work if the required improvements are not made. 

  1. Provide clear written guidelines on the standard you should leave your accommodation at the end of the tenancy. 

  1. The following cleaning services are provided at sites as indicated below: 

Accommodation provider 

Clean areas within your flat (but not your own bedroom or en-suite) once during  Easter and summer vacations. 

Clean communal bathrooms / showers / toilets that are shared by two or more people on a bi-weekly basis, with those shared by two people located between two bedrooms cleaned on a monthly basis 

University of Leeds 

Yes 

Yes 

University of Leeds family accommodation 

No 

No 

Unite Students 

No 

No 

Downing Students 

No 

No 

Unipol Student Homes 

Yes (Summer only) 

No 

Harrison 

No 

No 

Collegiate AC 

No 

No 

  

Please note, a Cleaning Specification for each property will be held in your Residence office and will detail the standard of cleaning service we will deliver (available on request). 

 

Property repairs, maintenance & management 

We will: 

  1. Serve at least 24 hours written notice before any routine inspection or planned maintenance visit by university staff or appointed contractors, except for regular cleaning visits, (for which a schedule will be provided in each property if applicable). However, where you have previously reported a fault to site staff, vetted University contractors will be asked to enter your accommodation to manage repairs. We may need to enter your room without 24 hours’ notice, if it’s an emergency. All staff and contractors will follow an agreed University procedure that respects your rights to privacy and quiet enjoyment of the property. 

  1. Conduct up to three termly mid tenancy inspections of your accommodation, to ensure that it is maintained in a reasonable and safe condition. 

  1. Provide a reactive maintenance service, all year-round, with response times as detailed below. At a minimum, we ensure all University and partner properties are maintained in line with relevant statutory legislation and the ANUK/Unipol Code of Standards for Larger Developments. 

Accommodation provider 

Maintenance response times 

How to report 

University of Leeds 

Priority One (Emergency) – Any issue considered as a risk to the safety of occupants and/or serious damage to the building. These issues will be responded to that day and made safe within 24 hours. 
 

Priority Two (Urgent) – Any issue that affects the comfort or convenience of the occupants. These issues will be completed within 3 working days. 
 

Priority Three (Non-urgent) – Any issue not falling within previous categories. These issues will be completed within 10 working days. 

  • Please contact your site staff by phone during the working day, or out of hours, email the residence office at any time. 

  • If the fault occurs outside of office hours and it is an emergency, contact University Security Services on 0113 343 5494. 

  • Please report any repair/maintenance issue as soon as possible using your StarRez online account. You will receive an email confirmation of your report and regular progress updates until and once your repair has been completed. 

  • If you are unable to report your fault online you can do so at your residence reception during the site office opening hours. 

Unite Students 

CAT 1 – 2 hours 
 

CAT 2 – 48 hours 
 

CAT 3 – 20 working days 
 

 
 

 

  • You can raise a maintenance request in the ‘Unite Students’ app. With the Maintenance Request feature, you can quickly submit a request by selecting where the issue is, what type of issue it is, and add a description of the issue. You’ll receive updates on the status of your request so you can rest assured that your issue is being sorted. 

  • If you’re having difficulty sending your maintenance request, you can contact studentmobileappsupport@unitestudents.com. This inbox is monitored Monday to Friday 9am – 5pm. 

  • If you have an urgent maintenance issue and are unable to send your request through the app, please call 0300 303 1611. 

Downing Students 

Priority 1 – 4 hours from initial call 

Priority 2 – Attend and repair within 24 hours of initial call 

Priority 3 – Attend site within 48 hours 

Priority 4 – Attend site within 5 working days or as directed 

Either report at your site office or contact them on 0113 245 5517 or cityside@downingstudents.com 

Unipol Student Homes 

Emergency – 24 hours 
 

Urgent – 5 working days 
 

Non-urgent – 28 days 

Contact Unipol on 0113 243 0169 or info@unipol.org.uk 

Out of Hours team: 0113 244 3799 

Harrison 

Emergency – 1 hour 
 

  – 4 hours 
 

Non-urgent– 72 hours 

Either report at your site office or contact them on 0113 246 0126 or admin@blenheimpoint.co.uk 

Collegiate AC 

Emergency – 24 hours 
 

Urgent – 48 hours 
 

Non-urgent – 28 days 

Either report at your site office or contact them on 0113 245 5313 or leodis@collegiate-ac.com 

 
Please note, in rare circumstances where these priorities cannot be achieved residents will receive regular updates. 

We will: 

  1. Ensure that all contractors are identified by corporate clothing or I.D. badges and are required to follow agreed entry procedures for residential accommodation. All contractors are professional and courteous whilst in the accommodation. 

  1. Ensure that all contractors are required to complete the work to a good standard and leave your accommodation in both a safe and clean condition. Tenants are encouraged to report any subsequent or outstanding issues to their site staff. 

  1. Maintain the grounds for all properties in a safe and tidy manner. We will makeplans  for the general appearance of the property and help minimise litter. 
     

Security, health & safety and welfare 

We will: 

  1. Provide security service at residences by our partners or us by make arrangements with the University’s Security Services to operate regular mobile vehicle patrols. (A Residence’s Site Security Plan is available at the Residence Office on request). 

  1. Provide clear security guidance to help you understand how to keep yourself and your community safe, and ask that you follow these recommendations to help reduce the risk of crime 

  1. Maintain reasonable external lighting at property entrances and other locations where it is needed to enhance safety and prevent crime. 

  1. Ensure that communal areas within your accommodation are well lit for your comfort and security. 

  1. Provide accommodation with gas and electrical installations that meet current safety regulations. If you bring your own electrical appliances, please ensure they are properly rated for use in the UK and are in safe working order 

  1. Provide an appropriate number of WC, bath and/or shower facilities, with a regular supply of hot and cold running water. 

  1. Ask all residents to take responsibility for their own security and health & safety, as well as that of others through their behaviour while living in university accommodation. If you lose a key, door card, or fob, please report it immediately so that we can take appropriate action to keep you and your fellow residents safe 

Please note that in the event of an emergency, you should contact the appropriate emergency number listed below. If the situation is urgent and requires immediate assistance, please dial 999. For non-urgent matters, such as advice or information on security or health & safety, please contact your Residence Office first, where further support and guidance are available.

 

Emergency Contact Numbers: 

Accommodation provider 

    Contact number 

University of Leeds 

University Security Services emergency:  

0113 343 2222 
University Security Services non-emergency: 0 

113 343 5494 

Unite Students 

Unite Students Emergency Control Room:  

0300 303 1611 

Downing Students 

0113 245 5517 / 0744 388 0229 

Unipol Student Homes 

University Security Services emergency:  

0113 343 2222 
 

University Security Services non-emergency:  

0113 343 5494 

Harrison 

01757 244 527  
 

University Security Services emergency:  

0113 343 2222 

Collegiate AC 

On site security personnel 074 6941 5657 

  

Our University Security Services and all partner emergency contacts will treat enquiries professionally, and will attend your property if you have a genuine concern or have witnessed something suspicious. It is important that you report all criminal matters quickly, so that University Security Services and West Yorkshire Police can take the appropriate, timely action to help. 

 

Support for student residents 

We will: 

  1. Provide undergraduate and postgraduate student residents with access to a Residence Life Warden during the academic year, who is responsible for both welfare and discipline in University accommodation. For those living in family, summer short stay or undertaking summer language courses, this does not apply. 

  1. Provide opportunities for students to meet their Residence Life Warden and discuss any issues in a discreet and confidential environment. 

  1. Provide advice and further contacts to University Student Support teams, to address any issues that may be beyond either our experience or capability to deal with effectively. 
     

Supervision of behaviour 

We will: 

  1. Require that all customers show respect for the rules of residence, and for the rights of other residents to the quiet enjoyment of their accommodation. 

  1. Require that all customers receive and show respect towards University and partner staff, contractors, and residents. 

  1. Provide opportunities for customers to voice concerns about any inappropriate behaviour of other residents, to either site staff, wardens, or via the Residential Services comments and complaints procedure. 

  1. Enforce the Residences’ or University disciplinary procedures on any student who engages in inappropriate behaviour. 
     

Energy & environmental management 

We will: 

  1. Set the temperature heating controls for your property to provide a reasonable level of heating whilst also minimising the generation of CO2 emissions. 

  1. Share information on how to use the heating and lighting in your accommodation. 

  1. Share information on your refuse collection facilities, including recycling facilities where appropriate. A Residence’s Site Waste Plan is available at the Residence Office for all University of Leeds managed sites on request. 

  1. Provide further information on request on any other energy and environmental management issues that you might have. 

 

How to contact us 

To get help/advice 

Contact your Residence Office/site team in the first instance, as they are best placed to deal with the matter quickly. 

During office hours 

Visit or email your Residence Office/site team. Their opening hours will be displayed outside of the office. Contact details for Residence Offices are published on the Accommodation website contact us page.  

Alternatively, contact us at the Residential Services main office   

Residential Services 
Facilities Directorate Building 
University of Leeds 
Leeds 
LS2 9JT 
0113 343 5555 
rcsenquiries@leeds.ac.uk 

Out of Office Hours 

Faults requiring an emergency repair or for security matters 

Accommodation provider 

Contact number 

University of Leeds 

University Security Services emergency: 0113 343 2222 
University Security Services non-emergency: 0113 343 5494 

Unite Students 

Unite Students Emergency Control Room: 0300 303 1611 

Downing Students 

0113 245 5517 / 0744 388 0229 

Unipol Student Homes 

Unipol Out of Hours emergency: 0113 244 3799 
University Security Services emergency: 0113 343 2222 
University Security Services non-emergency: 0113 343 5494 

Harrison 

01757 244 527  
University Security Services emergency: 0113 343 2222 

Collegiate AC 

07469 415 657 

  

To make further comments/feedback 

Comments or feedback can be given using the form on our website.