FAQ
FAQ
1. How do I book a property or room?
To book a room or property, initially whats app us on 0800 001 6632 for an instant response. We’ll send instructions on what we require to prepare a tenancy agreement. A deposit per person is required together with a signed tenancy agreement to secure a property. Once this is completed, the property is taken off the market and all yours!
2. Do I need to book a whole property or can I book an individual room?
This varies depending on the property. Most of our properties require to be taken as a whole with a group of tenants who sign a single joint tenancy. This means where a group are taking a property together all tenants are equally responsible for all the rent and any damage to the property as a whole. We therefore urge tenants to only share properties with responsible tenants capable of paying the rent and who will abide by the tenancy terms. This ensures there are no costly implications for other tenants. We do have studio flats designed for 1-2 people as well as some larger flats ranging from 8-9 bedrooms, where we allow booking of individual rooms.
3. How much is the deposit I need to pay?
We offer two refundable deposit options.
i. For all shared properties with 2 beds or more we require a deposit of £200 per person. For 1-2 bed studios we require a single £300 deposit payment for single occupancy or £400 for double occupancy. For room only bookings the deposit is £200 per person. The security deposit is refundable at the end of the tenancy. All deposits are protected under the Deposit Protection Scheme within 30 days of receipt. Further information on the deposit protection scheme can be found at https://www.depositprotection.com
4.Do you have a maintenance team?
We have a full time maintenance and cleaning team. We pride ourselves on providing an excellent standard of property and as such we are passionate about making sure the student experience is great throughout the year. We often make little upgrades and improvements and encourage tenants to give recommendations on how we can be better. Reporting issues is also really easy using our what’s app customer service line.
5. Do I need a Guarantor?
Yes, as a tenant, each will be asked to provide a UK guarantor for your tenancy within 30 days after securing the property. A UK guarantor is someone who guarantees the rent and liabilities of the tenancy on your behalf (usually a family member). They will be liable for any payments that you cannot meet within the given deadlines. Guarantors will be required to demonstrate they have income of at least three times the rent payable to act as a guarantor or will be required to own their own home without a mortgage if they are unable to provide proof of income. All UK guarantors are required to be UK citizens with employment or self employment in the UK only. For termly payment options, a UK guarantor is a prerequisite. However, if you don’t have a UK guarantor, it will be necessary to pay the rent in advance for each individual not able to provide a guarantor. Your guarantor will be required to sign a guarantor agreement and provide proof of ID, address and proof of income. Where couples are sharing a studio, only one guarantor is required. Alternatively, If you are an international student you can apply to services such as housinghand.co.uk or ukguarantor.com to act as your guarantor. These services do charge a fee for this.
6. What is included in the rent?
a. A comfortable utility allowance for the term of the tenancy.
b. Complimentary unlimited fibre broadband
c. Responsive maintenance
d. CCTV security in all external public areas of our city centre flats.
e. Landlords contents insurance
f. Personal property manager.
g. A complimentary cleaning service where specified in the listing.
h. Free gym access where specified in the listing.
7. Do I pay my rent directly to the Landlord or an agent?
We only manage our own properties. This has many benefits. It gives you confidence you’re paying rent to the property owners and not an agent, who may not pass your rent to the owner. It also ensures decisions can be made quickly and maintenance issues are also resolved swiftly. You will often find that agents who only manage properties on behalf of Landlords, take a very long time to resolve issues with the property, resulting in a poor experience.
8. When do I have to pay my rent?
Rent payment dates vary depending on if you are a student with a UK guarantor or without one. The payment dates coincide with student finance dates and are subject to mutual agreement with tenants. Students booking studios or cluster flats without a UK guarantor are required to pay their portion of the full rent 30 days in advance of the tenancy start date. Tenants who have booked a traditional house pay in termly payments regardless of a UK guarantor.
9. How fast is your Internet service and is the Internet service unlimited?
All our Internet services are unlimited and fibre broadband connected. For traditional houses with up to 5 students we provide a minimum 38mb Fibre Connection. For 6 bed houses we provide up to 100mb connection. For our city centre flats we have a 1gb direct fibre uncontented connection offering the fastest speeds in the city. Some properties also have the benefit of ethernet points in the bedroom. Perfect for gamers! Actual speeds achieved vary depending on if you are using WIFI or a direct ethernet connection. Ask us if you need to know if the property you are interested in includes an ethernet connection.
10. Can I smoke in the property?
All our properties have a strict no smoking policy. Our city centre flats have external smoking areas with cigarette bins.
11. Do you provide a cleaning service?
If you’ve lived on campus or at any shared accommodation where cleaning support isn’t provided, you’ll be aware it can look pretty awful, quite quickly, regardless of the luxury standard of the accommodation. We appreciate cleaning isn’t always a priority for young students. Often no one takes responsibility over shared areas like the kitchen, shared bathrooms, lounge or corridor. This makes it particularly unpleasant for those who prefer a clean environment. An unclean home can lead to depression, anxiety and affect your general well being and health. We are the first and only provider in Lancaster to include complimentary cleaning support of communal areas of properties where it is specified in the listing. We do this to ensure tenants have a pleasant environment throughout the year. Whilst the complimentary service is designed to give support to tenants, tenants are responsible at all times to maintain a good standard of cleanliness of their property. Our complimentary service is to support you to maintain a pleasant environment. It is particularly helpful during exams, when housekeeping is the last thing on your mind. Although our traditional houses don’t come with a complimentary cleaning service as standard, you can opt to have your property cleaned for a small cost. We encourage tenants to add cleaning. It’s worth every penny.
12. Is there car parking available in the city centre apartments?
Car parking is available in our city centre locations. There are a limited number of parking space permits available for our tenants. Contact us for current rates per annum. All non city centre properties come with free on street parking or the council local resident parking scheme which is relatively inexpensive.
13. Do I need to pay council tax?
No. All students are exempt from council tax subject to providing the correct evidence to the council that you are a student. If you stop being a student, you will be liable for council tax.
14. If I decide to stay in my property for another year, can I leave my personal belongings in the property over the summer?
If you have booked a studio, room only or a shared flat you will have a standard 51 week tenancy. Your new tenancy will simply start on the expiry date of your previous tenancy. This allows you to leave all belongings in the property. If you have opted to return the property at 44 weeks and plan to return later in September at the same property, then your belongings will need to be removed from the property, but you will be able to store up to 5 boxes at our storage facility over the summer. For our traditional houses governed by the Renters Rights Act 2026, you would be able to leave items in the property until either party served notice to end the tenancy.
15. Can you store my personal belongings over the summer before I move in to my Unipad property?
We can only store items from when the tenancy agreement starts. As such we cannot store items if your tenancy has not yet started.
16. Is the use of a washing machine and dryer included within the rent?
Free use of the washing machine and dryer is provided with all our traditional houses. Our city centre studios and apartments come with a dedicated laundry facility which is operated by Circuit. Circuit charge for the use of the machines and have an app facility where you can see when machines are available.
17. Where do I pick up my key?
Before you are due to move in to your Unipad property, we will contact you via email to arrange a check in date during normal business hours of Monday to Friday between 9am to 5pm. If you are part of a group booking, only the first person to move in will need to book their check in date. The rest of the group will be able to move in at their own convenience. It is important to book your check in date 30 days in advance. On this day we will meet you at the property and prepare an inventory and inspection report of the property as well as take meter readings. We will give you all keys to the property at this time.
18. Do you have an office?
Yes, we have a city centre office at 51A North Road, Lancaster, LA1 1NS.
19. What are the tenancy period options with Unipad?
Unipad contract periods are generally 51 weeks as standard for all room only studios and shared flat bookings, with a discounted rate option at most flats and studios for handing back the property at 44 weeks and using the remaining 7 weeks for storage only. All rates are payable for 51 weeks. To take advantage of the discount tenants are required to vacate at the 44th week, which ends after the summer term on 9th July. This option allows each tenant to then store up to 5 sealed boxes each measuring no more than 60cm long by 45cm in width and height in our storage facility for the last 7 weeks of the 51 weeks term and take advantage of the lower rate. For our traditional houses, our tenancies operate on a monthly periodic basis in line with the Renters Rights Act 2026.
20. Do you offer additional services?
We provide cleaning services and gym access all inclusive of the rent for our city centre studios and shared flats and all our tenants in traditional houses are welcome to use our city centre gym for free. We are also flexible enough to often accommodate individual tenant needs. Just ask and if we can do it, we will.
21. Are Bills Included?
A comfortable utility allowance is included for the duration of your tenancy. This allowance covers electric and water, as well as gas if the property has gas. Due to rising energy costs, the usage is capped to a fair usage. The allowance varies each year depending on prevalent utility rates and we regularly monitor usage from previous years. As long as tenants are sensible with their usage they shouldn’t go over their allowance, unless there is a significant unexpected rise in utility rates. We also reward exceptional tenants with a utility allowance bonus for looking after our properties and returning them as they should at the end of the tenancy. So if you do go over the fair usage and have been great tenants, we will increase your allowance as a thank you. The bonus is added at the end of the tenancy after calculating all utility costs for the year. We regularly keep tenants informed of usage throughout their stay, so they can control usage during the tenancy. Some properties also have energy usage monitors. Our properties are also very energy efficient and designed to minimise energy waste.
22. Am I Allowed Overnight Guests?
We allow guests overnight for a maximum of 3 continuous days without the need for prior notification. If you wish to host a guest for longer than this, you are required to first seek authorisation by email from us. We never restrict tenants from having family or friends over except where the overnight guests are causing an issue for other tenants or are using it as a principal home. We do not charge tenants for having overnight guests for longer than 3 days where permission has first been requested. We are restricted by law as to how many people can reside permanently within a particular property and are required to know of all occupants staying for more than three days to maintain our insurance cover. It also enables us to keep record of all occupants in case of an emergency situation such as a fire.
23. Am I Allowed To Host A House Party?
We have a very strict no party policy. This is because our properties have high end fixtures and fittings and are often regarded as the highest standard available on the market. We’re geared towards responsible sensible tenants who will respect our property and treat it like a proper home. Inviting excessive guests often results in expensive damage and disruption to neighbours and other tenants. After all your party guests are not accountable if they cause damage. You are. If you intend to have a celebration and wish to have more than the standard number of guests, simply request this in advance and we never say no unless, we have had issues with tenant behaviour. If tenants intend to misbehave and host house parties, without authorisation, then our accommodation isn’t for you. As standard we allow a maximum number guests equivalent to the same number of tenants. For example. If you have a 5 bed property, you can host a maximum number of 5 guests at any one time without authorisation. If you wish to host more than this, we simply request to seek authorisation first and ensure that all guests will be respectful and not cause disruption to neighbouring properties.
24. Are there TV’s In The Bedroom?
All our studios, shared flats and houses that have ensuite bedrooms, also have a smart TV in each bedroom. These are fully connected to the WiFi and have built in features such as Netflix, Amazon Prime and BBC iPlayer. The TV licence is not included.
25. Can I personalise my room or property with posters and pictures?
We understand the temptation to personalise your room by covering walls and furniture with pictures or posters or LED lighting strips. However attachments to parts of the property always leave staining from blue tac, adhesive residue and even paint damage. Even when you think it won’t, it does. This then becomes unsightly after you remove them. The cost of redecoration can be expensive. For this reason we do not allow anything to be attached to the property walls or furniture. We do provide a notice board in every bedroom where you can attach anything you wish to. This ensures there is no damage to the property after you leave and reduces the risk of you being charged.
26. Do I have to pay for cleaning at the end of the Tenancy?
Before you move in, your property will be deep cleaned. This means a thorough clean of all areas including washing of mattresses and carpets and all hidden areas. This ensures you receive an immaculate property from the get go. At Unipad we take care of the deep clean at the end of the tenancy for no extra fee. Tenants are required to leave the property with all personal items removed and in the same condition as recorded at the start of the tenancy, free of damage and staining and personal items or waste.
27. What is your Complaints procedure?
Unipad Student Accommodation Complaints Reporting and Dispute Resolution Procedure
Committed to Fair and Transparent Resolution
Unipad is dedicated to providing high-quality student accommodation and resolving any issues promptly. This procedure complies with the ANUK/Unipol National Code of Standards for Larger Residential Developments, which requires clear, accessible complaints processes, timely responses, and independent escalation options. We aim to handle complaints fairly, confi dentially, and without prejudice to your tenancy.
For full details on the ANUK Code, visit
www.nationalcode.org
. If you believe we are not meeting these standards, you can raise this directly through the Code’s independent tribunal
(nationalcodes@unipol.org.uk).
Our website:
unipad.co.uk
Unipad Central Office:
51a North Road, Lancaster, LA1 1NS
1. Introduction
This document outlines how to report complaints or disputes related to your accommodation, services, or management at Unipad. Complaints may include issues like maintenance delays, noise, billing errors, or staff conduct. We encourage early reporting to resolve matters quickly.
All complaints are logged, reviewed, and used to improve our services. We comply with ANUK requirements for impartiality, data protection (GDPR), and non-retaliation. Discrimination or harassment complaints are handled with sensitivity and may involve external support (e.g., university services).
If your issue involves health/safety emergencies, use our 24/7 line (0800 001 6632) instead – see our Emergency Procedures Guide.
2. Key Contacts
• Property Manager: Your first point of contact – details provided on move-in through WhatsApp.
• General Enquiries/Complaints Line: 0800 001 6632 (9am–5pm, Monday to Friday).
• Email: enquiries@unipad.co.uk
• Whats APP Group: Submit via our tenant Whats App Group set up at the start of the Tenancy.
• ANUK Escalation:
nationalcodes@unipol.org.uk
(after internal process).
• External Support:
Citizens Advice (03454 04 05 06); Lancaster University Student Union Advice (01524 592679).
We provide accessible formats (e.g., large print) on request.
3. How to Report a Complaint
• Informal Reporting:
For minor issues, speak directly to your Property Manager or staff team member. Many can be resolved on the spot.
• Formal Reporting:
Submit in writing for a documented process:
• Via email, Whats App, or letter to the above contacts.
• Include: Your name, contact details, property/address, description of issue (with dates/evidence), desired outcome.
•Anonymous Complaints: Accepted but may limit investigation/follow-up.
• Group Complaints:
If multiple tenants affected, nominate a representative.
We acknowledge all formal complaints within 3 working days (per ANUK standards).
4. Stages of the Procedure
Stage 1: Initial Review (Informal Resolution)
• We’ll investigate and aim to resolve within 7 working days.
• You may be contacted for more details or a meeting.
• Outcome provided in writing (email/letter).
If unsatisfied, escalate to Stage 2.
Stage 2: Formal Investigation
• Submit a written request for escalation within 14 days of Stage 1 outcome.
• A senior manager (not involved in Stage 1) reviews, possibly with an independent advisor.
• Full response within 28 working days from escalation, including reasons and actions.
• If delays occur, we’ll update you.
Stage 3: Independent External Review
• If still unresolved, you can refer to the ANUK/Unipol Code Administrator after receiving our final response (or if no response within 28 days).
• Contact:
nationalcodes@unipol.org.uk
or via
www.nationalcode.org
.
• Provide all correspondence; they offer free, independent adjudication.
• Decisions are binding on Unipad but not on you (you retain legal rights).
For disputes like deposit returns, use the Tenancy Deposit Scheme (TDS) process outlined in your agreement.
5. Timelines and Standards
• Acknowledgement: Within 3 working days.
• Stage 1 Resolution: Within 7 working days.
• Stage 2 Resolution: Within 28 working days.
•Records: Kept for 3 years; you can request a copy.
• Monitoring: Annual review of complaints for trends; results shared in tenant surveys.
We aim for fair outcomes, which may include apologies, repairs, compensation, or policy changes.
6. Your Rights and Responsibilities
• Rights: Confidential handling; no impact on tenancy; access to support (e.g., advocates).
• Responsibilities: Provide accurate information; cooperate with investigations; avoid vexatious complaints.
• Appeals: Beyond ANUK, you can seek legal advice or court action (e.g., via small claims).
7. Feedback and Improvements
We value your input – complete our annual satisfaction survey. Resolved complaints help us enhance services.
Thank you for helping us maintain high standards.
Unipad Team
Complying with ANUK/Unipol National Code Standards.
28. Do you have an Equality and Diversity Policy?
At Unipad, we are committed to providing student accommodation in Lancaster that is fair, welcoming and inclusive for everyone.
We fully comply with the Equality Act 2010. We will not discriminate against any student or applicant on the basis of any protected characteristic:
• Age
• Disability
• Gender reassignment
• Marriage or civil partnership
• Pregnancy or maternity
• Race
• Religion or belief
• Sex
• Sexual orientation
Our Commitments
• Fair allocation — Rooms are offered fairly and without bias.
• Disabled students — We make reasonable adjustments and never charge a premium for adapted rooms.
• Gender identity — We respect students’ gender identity when allocating rooms and facilities.
• Inclusive environment — We do not tolerate discrimination, harassment or bullying.
• Staff training — All team members receive equality and inclusion training.
Raising a Concern
If you experience or witness any unfair treatment, please contact us straight away. We treat all concerns seriously and in confidence.
Email: enquiries@unipad.co.uk
Phone: 0800 001 6632
Review
This policy is reviewed annually to ensure it remains effective and up to date.
29. What happens if i decide to drop out of University and cannot proceed with a property I have signed to ?
This depends on if you have booked a flat or studio or a traditional house. For Studios and Shared Flats you would be required to find an alternative tenant to take your place. You would be liable for any rent until a suitable replacement is found. At Unipad we proactively assist tenants in finding replacements and often do find replacements if we are given plenty of time ahead of the new academic term. We simply request you to cover our costs when we assist you. These are
Mutual Termination Agreement Preparation Cost: £50.00
Website Relisting cost : £30.00
Per viewing cost: £25.00
If you have booked a traditional house with friends on a joint tenancy, you can terminate the agreement subject to statutory procedures governed by the Renters Rights Act 2026. In this situation email accounts@unipad.co.uk and we will walk you through the process.
