urbanest 2025-26

This page includes important information about your rights and obligations when living in urbanest Accommodation.

This page was updated on 4 April 2025

Contents 

Section A - Accommodation Promise
Section B - Urbanest Tenancy Agreement
Section C - Accommodation General Regulations for Urbanest

• Section 1: Safety and Security
• Section 2: Relocation and General information
• Section 3: Respect for UCL’s buildings and furnishings
• Section 4: Respect for fellow residents, staff, and visitors
• Section 5: UUK Code Compliance and Complaints Handling
• Section 6: Further Regulations, Guidance and Instructions to Students
• Section 7: Privacy Policy

Glossary

Section A - Accommodation Promise

UCL Accommodation are committed to ensuring residents receive an excellent level of service. We strive to apply UCL’s accommodation eligibility criteria, and any other applicable policies, fairly and consistently. We aim to provide a friendly and approachable service, actively listening to our residents and working with them to create a service based on mutual respect and understanding. 

We promise to:

1. Be approachable, courteous and helpful whenever we speak to you.
2. Regularly review our standards against your feedback, to improve our service.
3. Ensure staff listen and resolve accommodation enquiries or direct you to an appropriate contact.
4. Endeavour to respond to written complaints promptly in accordance with Regulation 5.3.
5. Agree a timescale with you for keeping you informed of the progress, if the matter in respect of which a written complaint has been lodged is complex.
6. Promote equality and diversity and inclusion by treating all individuals with dignity, respect and sensitivity.  

In return, we ask you:

1. To treat our team with respect and speak to our team courteously. We’ll treat you with respect, so please do the same in return. We have a zero-tolerance approach to aggression and abuse towards our staff. 
2. To be mindful of your behaviour. All staff and students deserve a working and studying environment where everyone is treated with equal respect and dignity. Residents must show respect for fellow residents, staff and visitors, and help to create a positive and inclusive environment where all students can live safely and comfortably.
3. To be aware of the regulations governing the terms of your occupancy and the payment of fees.
4. To be mindful of safety and security.
5. To respect UCL’s buildings and furnishings.

Before your admission to student accommodation, you are required to accept and abide by the General Regulations and such other rules applicable to the accommodation that the accommodation provider and/or UCL may make from time to time and notify you about. Failure to abide by such rules and the General Regulations, could result in disciplinary action being taken against you and you may be required to vacate the accommodation.

Before your admission to UCL accommodation, you are required to accept and abide by the Tenancy Agreement, the General Regulations and such other rules applicable to the accommodation that UCL may make from time to time and notify you about. Failure to abide by such rules and the General Regulations, could result in disciplinary action being taken against you in accordance with the Disciplinary Code and your Tenancy Agreement may be terminated, resulting in you needing to vacate the accommodation. 

All residents must abide by UCL’s Code of Conduct for Students and UCL’s Disciplinary Code and Procedure in Respect of Students.

Section B - Urbanest Tenancy Agreement

1. Tenancy Terms

2. Definitions

“Building”: means the entire Urbanest building which you have been allocated to identified in UCL’s offer email to you, or such other Urbanest building which you have been allocated to in accordance with the provisions of this Tenancy Agreement including Building Common Parts, all Flats and all Rooms within the Building;

“Building Common Parts”: means any entrance hall, stairs, corridors, laundry rooms, courtyard, lifts, bicycle store, roof terrace, balconies and any other common areas within the Building provided for the benefit of all tenants;

“DPA”: means the Data Protection Act 2018, the UK GDPR, any other applicable law concerning data protection or privacy of personal data and any subordinate or related legislation; and any replacement to, addition to, or amendment of, any of the foregoing including any national laws or regulations constituting a replacement or successor data protection regime to that governed by the UK GDPR;

“Flat”: means the flat of which the Room forms part;

“General Regulations” means UCL’s accommodation regulations set out in Section C of UCL’s Accommodation Tenancy Agreement and General Regulations for Urbanest and found on the Fees, Guidance and Payment webpage on UCL’s website.

“Inventory”: means the inventory to be given to the Tenant on moving into the Room;

“Landlord”: means the landlord name shown at the beginning of this agreement and their successors in title;

“Personal Data”: means any data about the Tenant that they can be personally identified from as living people;

“Prohibited Areas” means areas including but not limited to all roof areas, balconies, parapets, ledges, boiler rooms, electrical intake/riser cupboards, lift motor rooms, and any other areas which have notices on access doors stating that there is a hazard within.

“Rent”: means the accommodation fees for the room type and payment cycle outlined on the Fees, Guidance and Payment webpage on UCL’s website.

“Room”: means the room type  allocated to you in UCL’s offer email or such other accommodation allocated to you, including any other accommodation which you have moved to in accordance with the provisions of this Tenancy Agreement;

“Room Items”: means the fixtures and fittings, floor coverings, furnishings, doors and internal glass, within the Room excluding Service Utilities within the Room;

“Service Utilities”: means central heating and hot water systems; electrical services for power and lighting; drainage and water services;

“Shared Flat Areas”: means areas within the Flat that are shared with other occupants of the flat including kitchen, lounge, shared bathrooms (if any) and corridors within the flat;

“Shared Flat Items”: means fixtures, fittings and furnishings within the Shared Flat Areas that have been provided by the Landlord;

“Tenancy”: means the tenancy created under this agreement and any statutory periodic tenancy arising under section 5(2) of the Housing Act 1988 or any contractual periodic tenancy that arises after the Tenancy Period has expired;

“Tenancy Period”: a fixed term commencing on and including the Tenancy Start Date and ending on the Tenancy End Date;

“UK GDPR”: has the meaning given to it in section 3(10) (as supplemented by section 205(4)) of the Data Protection Act 2018;

“University”: means University College London;

“University’s Regulations”: means 

(a)    UCL’s Code of Conduct for Students

(b)    UCL’s Disciplinary Code and Procedure in Respect of Students (the “Disciplinary Code”) 

(c)    the General Regulations set out in Section C of UCL’s Accommodation Tenancy Agreement and General Regulations for Urbanest, 
and any updated regulations made from time to time by the University and notified to the Tenant;

“University’s Services”: means the services set out in the schedule to this agreement;

“Urbanest”: means all legal entities within the corporate structure that is operated under the Urbanest student accommodation brand (including the Landlord).

3.    Interpretation

3.1    The expression the “Landlord” includes the person who at any particular time has the right to receive rent under this agreement.
3.2    Any obligation on the Tenant not to do any act, or thing, shall include an obligation to use reasonable endeavours not to permit or suffer such act or thing to be done by any other person.
3.3    When used in this agreement, the expressions “us”, “we”, “ourselves” and “our” shall be taken as references to the Landlord and the expressions “you”, “yourself’ and “your” shall be taken as references to the Tenant.

4.    The Letting

4.1    You accept and agree to be bound by this agreement and the University’s Regulations when you accept the agreement on the University’s electronic booking system.
4.2    We allow you to take residential use of the Room for single occupancy for the Tenancy Period. You must not use the Room for any purpose other than living accommodation. 
4.3    You are granted the following rights over the Building in common with us and all others similarly entitled:
4.3.1    the right to come and go to and from the Room;
4.3.2    the right to use the Room Items, Shared Flat Areas and Shared Flat Items within the Flat;
4.3.3    the right to use the Building Common Parts for such use as they are intended.
4.4    We reserve the following rights over the Room:
4.4.1    the right of access to enter the Room on reasonable notice (except in case of emergency) for any purpose mentioned in this agreement. For the purposes of routine inspections we will endeavour to provide 24 hours’ notice;
4.4.2    the right to the free passage and running of water, soil, gas, and electricity through any pipes, cables, wires, drains or sewers passing in or through the Room or Flat or Building.
4.5    If you should move rooms within the Building then unless otherwise agreed by us, you shall be bound to the terms in this agreement for the new room you have moved to.
4.6    This agreement is an Assured Shorthold Tenancy under the Housing Act 1988 (as amended). The Tenant understands that the Landlord will be entitled to recover possession of the Room when the Tenancy Period ends.
4.7    If you are under 18 when you accept an offer of the Room, the Landlord will hold this agreement on trust for you until you reach 18. During that time, you will enjoy all the rights set out in this agreement and be subject to all the obligations contained in it. When you reach 18, you will be entitled to terminate this agreement in accordance with clause 14 of this agreement. If you choose not to do so, this agreement will be legally binding upon you.

5.    The Tenant's Obligations

(a)    Early Arrival
If you are due to arrive on 20 September 2025 and wish to take up occupancy before that date, you may submit an Early Arrival request via the UCL Accommodation Portal to arrive as early as 13 September 2025. Requests must be made with no less than three days’ notice prior to your intended arrival date.

Early Arrival is subject to availability and is not guaranteed. If your request is approved by UCL, then your Tenancy Start Date will be amended to reflect your new arrival date, and you will be required to accept a new tenancy agreement before taking up occupancy. On accepting the new tenancy agreement issued by UCL, this Tenancy Agreement shall terminate automatically. You will also be liable for accommodation fees from the revised Tenancy Start Date in your new tenancy agreement.

For the avoidance of doubt, Early Arrival requests can only be made if you are due to arrive at your Accommodation on 20 September 2025, and such requests cannot be made if you are due to arrive at your Accommodation after 20 September 2025.

(b)    Late Arrival 
If you wish to arrive at your Accommodation after your Tenancy Start Date, then you must submit a Late Arrival notification via the UCL Accommodation Portal. You may only request an arrival date that is no more than 21 days after your Tenancy Start Date. 

If you submit a Late Arrival notification, your check in date will be adjusted accordingly, however your Tenancy Start Date will remain unchanged and you will be charged accommodation fees from your original Tenancy Start Date, regardless of your actual arrival date. 

If you fail to submit a Late Arrival notification and you do not take up occupancy of your Accommodation within seven days of your Tenancy Start Date, UCL reserves the right to terminate your Tenancy Agreement in accordance with clause 3.2 of this Tenancy Agreement. If you experience unexpected delays to your arrival at your Accommodation, you should contact the UCL Accommodation Office as soon as possible to discuss your situation.

The Tenant agrees with the Landlord and the University as follows:
5.1    to maintain full-time student status during the Tenancy Period;
5.2    to provide to us within four weeks of the Tenancy Start Date and thereafter on our request within 14 days so that we can confirm your student status during the Tenancy Period, proof of student status (valid student matriculation card or letter of confirmation from the institute of study).;
5.3    to pay the Rent as follows:
5.3.1    Rent and other applicable accommodation fees are payable by you for each term on demand. You can view the weekly fees for accommodation and find instructions on how to pay on the Fees, Guidance and Payment webpage on UCL’s website. You will be notified via your UCL email account when your invoices are available on your Portico account. The payment due date will be indicated on your invoice. Your Rent and other applicable accommodation fees will not be reduced to take account of any periods when you did not occupy your Room.
5.3.3    As part of the offer acceptance process to secure your place in the Landlord’s accommodation, you are required to pay you are required to pay £400 by the deadline stated in your offer email (the “Prepayment”). This sum will be applied towards the first payment of accommodation fees under this Tenancy and may be forfeited in the event of early termination of this Tenancy Agreement in accordance with clause 11 or 14 of this Tenancy Agreement.
5.3.4    Non-Payment
(a) If you are unable to pay you MUST email accommodation.finance@ucl.ac.uk or raise an enquiry via askUCL https://www.ucl.ac.uk/students/askucl to inform the University of your circumstances before the invoice deadline and to see if a payment plan is appropriate (but please note, there is no obligation on UCL to agree any such plan).
(b)     If your Rent remains unpaid by the due date and if you have made no formal repayment arrangement, the University may pass all outstanding and future debts to an external debt collection agency, which may result in legal action through the Courts and a County Court Judgment made against you.
5.4    to observe, perform and comply with the University’s Regulations;
5.5    to operate Service Utilities and electrical appliances within the Building in accordance with the manufacturer’s instructions and not to change, damage, alter or interfere with them in any way;
5.6    to pay a fair and reasonable proportion as determined by us of the costs incurred by us in making good any damage to the Building or Landlord contents caused by you or your guests and/or in replacing any fixtures or fittings damaged within the Building. For the purposes of this clause, the cost of remedying any such damage shall be apportioned as follows (in the absence of any evidence to the contrary):
5.6.1    damage to the Room or Room Items shall be deemed to have been caused by you;
5.6.2    damage to the Shared Flat Areas or Shared Flat Items in any Flat shall be deemed to have been caused by all the tenants of that Flat;
5.6.3    damage to any Building Common Parts shall be deemed to have been caused by all those tenants who generally use the Building Common Parts in question;
5.7    jointly with other occupiers of the Flat maintain the Shared Flat Areas in a clean and hygienic manner;
5.8    you will be responsible for obtaining and paying for any television licence required for any television in the Room and shall be responsible jointly and severally with other occupiers of the Flat for any television licence required for any television outside of the Room but inside of the Flat;
5.9    in respect of council tax you will either:
5.9.1    provide us with a valid student council tax exemption certificate within 14 days of the Tenancy Start Date; or
5.9.2    if no council tax exemption certificate, or an invalid council tax exemption certificate, or a council tax exemption certificate that does not cover the entire Tenancy Period is provided then you will indemnify us against all council tax charges on the Flat in which your Room resides. We will use a reasonable methodology (at our sole discretion) to apportion the council tax charges between the tenants within the Flat who are not eligible for council tax exemption. Consequently, if only one tenant within the Flat does not have a council tax exemption, then that tenant will be recharged all of the council tax due on the Flat, and
you also undertake to settle our recharges of council tax to you within 14 days of receiving a demand from us. We reserve the right to recharge council tax in advance of the council tax becoming due.
5.10    to maintain the Room Items, Shared Flat Items, Room and Flat in at least as good repair and condition as they are in at the start of the Tenancy Period (and the Inventory shall be evidence of such existing condition which shall be deemed to be good unless a defect is noted in the Inventory) fair wear and tear excepted and not to remove any Room Items or Shared Flat Items;
5.11    to occupy the Room personally for residential purposes only and not to assign, charge, underlet or part with possession or share occupation of the Room or any part of it. You are also not to advertise the Room for short term rental on any websites (including Airbnb);
5.12    to permit us at our sole discretion to set off any under or overpayments under this agreement against any other amount due from yourself to the Landlord under this agreement;
5.13    to comply with policies, terms and conditions of third parties that may provide you with services either on our behalf or third parties providing you with services directly within the Building, including but not limited to internet provision, laundry services and Flat cleaning services and it is acknowledged that such policies are available from the relevant third party as and when the Tenant subscribes for the relevant service(s) provided by that third party; 
5.14    to take all reasonable steps to maintain the security of the Room, Flat and Building. For example, to ensure that relevant doors are locked and to avoid being tailgated when entering or leaving the Building or any other secured area within the Building. In addition you should immediately notify us of any security concerns identified;
5.15    to attend reasonable fire training sessions and fire training drills as required by us;
5.16    to use emergency fire escapes (that are designated only to be used in an emergency) only during emergencies or emergency drills;
5.17    if we have provided a bicycle to you during the Tenancy Period then you will observe the bicycle regulations as provided by ourselves on issuance of the bicycle to you;
5.18    not to carry on any profession, trade or business whatsoever in the Room, Flat or Building Common Parts or to use the Room, Flat or Building as the registered office for a business;
5.19    not to do in the Building anything which is illegal or immoral or which may be or become a nuisance or annoyance to us, other tenants or guests in the building or occupiers of any adjoining premises;
5.20    not to play any musical instrument, radio or other sound producing machine or cause any noise so as to be audible outside the Room;
5.21    not to cause any disturbance, distress, annoyance or damage to any other occupiers of the Building, nor make undue noise in or about the corridors, passages and staircases;
5.22    not to leave boxes or otherwise place or leave rubbish in any part of the Building used in common with other tenants;
5.23    not to keep any inflammable material in the Building;
5.24    not do, or omit to do, anything that may block, cause overflow or damage to the gutters, sewers, drains, sanitary apparatus, water or waste pipes serving or forming part of the Building. You will be responsible for the cost to us in relation to clearing any such blockages that may occur as a result of your activities;
5.25    not to smoke/vape or permit guests to smoke/vape anywhere in the Building including outside of windows, or on outside terraces/balconies. “Smoke/vape” means burning and/or inhaling or exhaling smoke, aerosol, or vapour from any lighted or heated cigar, cigarette, pipe, electronic delivery device, or any other natural or synthetic tobacco or plant product intended for inhalation. This clause does not apply in external areas designated by us as ‘smoking areas’;
5.26    not to keep or use drugs or psychoactive substances within the Building, the possession or use or sale of which is prohibited by law (including but not limited to the Misuse of Drugs Act 1971 or the Psychoactive Substances Act 2016) unless prescribed by a registered medical doctor;
5.27    not to change any locks, interfere with any existing locks or add any additional locks to any doors in the Building;
5.28    not to carry out maintenance repairs to the Building, Shared Flat Items or Room Items, but instead promptly notify us of any damage or defect;
5.29    not to tamper or interfere with our fire control/detection systems, or negligently activate the fire control systems;
5.30    not to prepare or cook food anywhere other than in a kitchen in a Flat and not keep or use deep fat frying equipment anywhere in the Building;
5.31    not keep or use candles or any open flame, incense sticks or heating equipment anywhere in the Building unless provided by us;
5.32    not to damage or leave in a dirty or untidy state any parts of the Building;
5.33    not to keep any electrical item in the Building that does not conform to the European Union standards for electrical goods, or which does not carry the EU ‘CE’ conformity marking, or that is deemed to be unsafe by ourselves. If any of your electrical items are discovered to be in breach of this clause then we have authority to remove these electrical items without payment of compensation. Any such items removed will be returned to you at the end of this agreement;
5.34    to comply with any reasonable written regulations issued from time to time by us in connection with the use of the Shared Flat Areas, Shared Flat Items, Building Common Parts, Room or Room Items;
5.35    not to alter, modify, decorate, add to or in any way interfere with the construction or arrangement of the Room, Flat, Landlord contents or Building;
5.36    not to glue, stick, nail, screw or otherwise fix anything to the interior of the Room or to place anything outside the window of the Room, Flat or Building. You may however pin items to pin boards provided by us within the Room;
5.37    not to place any advertising or banner so that it is visible from the outside of the Building;
5.38    to ensure that any refuse is deposited in the receptacles provided for this purpose in the Building;
5.39    not to erect any external wireless or television aerial or satellite dish;
5.40    not to keep any pet, bird, insect, or reptile in the Building;
5.41    not to do anything in the Building which would prejudice or increase the premium payable for the policy of insurance of the Building for the time being in force;
5.42    not to obstruct any means of access within the Building;
5.43    to allow us upon reasonable notice (except in case of emergency) to enter the Room to:
5.43.1    inspect its condition and state of repair;
5.43.2    carry out any necessary repairs, maintenance or alterations to the Room and/or Flat and/or Building;
5.43.3    maintain repair and if necessary replace the Service Utilities and any pipes, cables, wires, drains and sewers within the Room;
5.43.4    carry out viewings of prospective tenants, or any other person conducting business with us;
5.43.5    allow us to establish contact with you if Rent has become overdue and we have been unable to make contact with you by email or phone;
5.43.6    carry out our obligations under this agreement,
provided that in so doing we will cause minimum possible inconvenience to you;
5.44    if you cease to be a full time student but continue to live in the Room then you must notify us and the University within 14 days;
5.45    not to commit any form of harassment on the grounds of race, religion, sex or disability or cause offence to the Landlord’s staff, any other occupiers or guests, or to any owner or occupier of any neighbouring property;
5.46    not to store bicycles in the Room, Flat or any access ways or staircases but instead will store any bicycle in the designated bicycle storage areas;
5.47    not to enter into multiple tenancy agreements with overlapping dates with the Landlord without prior approval from us. If multiple overlapping tenancy agreements are entered into by yourself without approval of ourselves then we may cancel all but one of the tenancy agreements;
5.48    not to mark or label any keys provided to you by us, and to immediately notify us of lost, stolen or misplaced keys, swipe card or fob;
5.49    not to remove any Room Items or Shared Flat Items from the Flat without our prior permission; 
5.50    not to keep any weapons or imitation weapons in the Building. Notify us immediately if you become aware of another resident or guest with any weapon or imitation weapon in the Building.

6.    Deductions from the Tenant

At the end of the tenancy, or following an inspection of the Flat, we shall be entitled to charge you as may be reasonably necessary and in accordance with our published “schedule of charges”, details of which are available from us upon request and which reflect the actual loss to us, to:
6.1    make good any damage to the Room, the Room Items, the Flat or the Shared Flat Items (except for fair wear and tear);
6.2    replace any of the Room Items or Shared Flat Items which may be missing from the Room or the Flat;
6.3    pay any Council Tax for which you may be liable;
6.4    pay for the Room, the Room Items, the Flat and the Shared Flat Items to be cleaned if you are in breach of your obligations.

7.    At the end of this agreement

When this Tenancy comes to an end (however that may be) you will:
7.1    deliver to us the Room and the Room Items in the same clean state and condition as they were in at the beginning of the Tenancy Period (except for fair wear and tear);
7.2    if requested attend a check out inspection by our site management team and sign a copy of the inspection report;
7.3    vacate the Room, remove all of your belongings from the Building and leave the Room and the Room Items in the condition required by this agreement. If you fail to remove any of your property from the Building or any bicycle from the bicycle store within seven days after this Tenancy coming to an end and following notice to you that the property may be disposed of then we may sell such property as your agent. If after six months of us notifying you that such property has been sold and of the sale proceeds net of any disposal and reasonable management costs (“Net Sales Proceeds”), you have not claimed such Net Sales Proceeds, then we shall be entitled to keep the sale proceeds absolutely;
7.4    jointly and severally with the other occupiers of the Flat ensure that the Shared Flat Areas and Shared Flat Items are left in the same clean state and condition as they were in at the beginning of the Tenancy Period (except for fair wear and tear);
7.5    ensure that any Room Item or Shared Flat Item which may have been moved during the Tenancy Period is returned to the location that it was in at the start of the Tenancy Period;
7.6    give back to us the keys, swipe card or fob given to you at the start of the Tenancy, and for any keys, swipe card or fob not returned at the end of the Tenancy you will pay to us a reasonable administrative and replacement charge that we have incurred. 

8.    The Landlord's obligations

8.1    We agree with you as follows:
8.1.1        providing you pay the Rent and perform all the obligations on your part contained within this agreement and not withstanding clause 4.4, you may quietly possess and enjoy the Room during the Tenancy without any interruption from us or any person on our behalf;
8.1.2        to maintain and repair the structure of the Building including the window frames and window glass;
8.1.3        to maintain, repair, clean, decorate and provide adequate heating and lighting to the Building Common Parts;
8.1.4        to maintain all Service Utilities serving the Flat and the Building Common Parts;
8.1.5    to provide an adequate supply of hot and cold water, heating and electrical power to the Flat;
8.1.6    to provide reasonable and appropriate security facilities for the Building;
8.1.7    to provide and maintain equipment in the Building Common Parts;
8.1.8    this agreement shall take effect subject to the provisions of section 11 of the Landlord and Tenant Act 1985;
8.1.9    to comply with the Furniture and Furnishings (Fire Safety) Regulations 1988 and any subsequent amendments;
8.1.10        to insure the Room and Landlord contents. The Landlord is not obliged to insure the Tenant’s possessions and the Tenant is advised to insure their own possessions.
8.2    Normal residential use of the gas, electricity, water and sewerage is included within the Rent. 

9.    The University's obligations

9.1    The University agrees with you that the University will provide the University’s Services to you for the duration of the Tenancy Period.

10.    Alternative accommodation

We reserve the right during the Tenancy Period to move you to alternative accommodation if so requested by the University under Regulation 39 of the General Regulations or for the purpose of carrying emergency repairs or if the room becomes uninhabitable, provided that:
10.1    you are given reasonable notice (while recognising that due to the nature of emergency repairs the notice period in that circumstance may be very limited);
10.2    you will occupy the alternative accommodation on the terms of this agreement or a new agreement in materially the same form.

11.    Default

11.1    Before the Tenancy Start Date, and prior to you taking up occupancy of your Accommodation:
11.1.1 If you do not meet the entry criteria of your offer to study at UCL by 31 August 2025, your Tenancy Agreement will terminate immediately on UCL giving written notice of termination to you, and you will be entitled to a refund of the Prepayment. You will not be liable for other accommodation fees for the Accommodation.
11.1. 2 If you do not meet the entry criteria of your offer to study at UCL after 31 August 2025, your Tenancy Agreement will terminate immediately on UCL giving written notice of termination to you, and you forfeit the Prepayment. You will not be liable for other accommodation fees for the Accommodation.
11.2 After the Tenancy Start Date, and prior to you taking up occupancy of your Accommodation:
11.2 .1 Enrolled student 
If you are enrolled as a student at UCL and you have not taken up occupancy of your Accommodation within 7 days of your Tenancy Start Date (or other Late Arrival date agreed with UCL) and you have not notified UCL of your wish to terminate this Tenancy Agreement in accordance with clause 14.1 of this Tenancy Agreement, then UCL will assume that you do not wish to take up the Accommodation unless UCL hears otherwise from you. Accommodation fees will be charged from your Tenancy Start Date until a suitable replacement student is found to take over your Accommodation as outlined in clause 14.3. A suitable replacement student is a UCL student who is not currently in UCL allocated accommodation and is deemed to be suitable in UCL’s reasonable opinion. It is your responsibility to find a suitable replacement student for the Accommodation. Your Tenancy Agreement will terminate immediately on UCL’s written notification to you, once a suitable replacement student accepts a booking to take over your Accommodation. If no suitable replacement student is found, then you remain liable for your accommodation fees until the end of your Tenancy Agreement which is 20 June 2026 (12 September 2026 for a 51-week contract length)*.
*5 January 2026 for students holding a Term 1 only Tenancy Agreement. 
11.2 .2 Not enrolled as a student
If you are not enrolled as a student at UCL and you have not taken up occupancy of your Accommodation within 7 days of your Tenancy Start Date, and you have not notified UCL of your wish to terminate this Tenancy Agreement in accordance with clause 4.1 of this Tenancy Agreement, then UCL shall have the right to terminate your Tenancy Agreement immediately by giving written notice to you. On termination of your Tenancy Agreement, you will forfeit the Prepayment. You will not be liable for other accommodation fees for the Accommodation.
For the avoidance of doubt, if you enter this Tenancy Agreement and at any time take up occupation of the Accommodation, then you will not be entitled to terminate this Tenancy Agreement other than by way of a Notice to Quit pursuant to clause 4.2 of this Tenancy Agreement.

11.3    It is agreed between all the parties that if at any time:
11.3.1    the whole or any part of the Rent shall be unpaid for 21 days after it becomes due (whether legally demanded or not); or
11.3.2    you are in serious or persistent breach of any obligation in this Tenancy, including the University Regulations, including but not limited to:
(a)    causing damage to your Room and Room Items such that it is not reasonably usable for residential purposes;
(b)    causing damage to the Building, Building Common Parts, Flat, Service Utilities, Shared Flat Areas, and Shared Flat Items;
(c)    committing an act of gross misconduct or engage in illegal activity, including but not limited to, sexual harassment or sexual violence, harassment, violent, threatening or offensive behaviour, vandalism and drug use (including substances defined under the Psychoactive Substances Act 2016);
(d)    misusing fire safety equipment, etc., including maliciously triggering the fire alarm or covering or damaging smoke detectors or setting off the fire extinguishers;
(e)    engaging in anti-social behaviour including, but not limited to, repeated incidents of excessive or persistent noise, abusive or threatening behaviour, vandalism etc;
(f)    sub-licencing your Room or otherwise parting with or allowing any third party into possession;
(g)    possessing or using illegal substances, including legal highs;
(h)    making persistent call outs for non-emergency reasons at unreasonable hours (after 23:00 and before 08:00);
(i)    tampering with or removing window restrictors;
(j)    using cooking equipment in your Room;
(k)    having pets or prohibited items in your Room;
(l)    smoking (including e-cigarettes or vape pens) in your Room or anywhere in the Building;
(m)    playing ballgames in your Room or Flat or any part of the Building;
(n)    entering Prohibited Areas and or taking action likely to cause injury or impair the safety of others; or
11.3.3    you are the subject of disciplinary proceedings under the Disciplinary Code, or subject to a criminal investigation or you receive a criminal conviction and we and the University reasonably consider following a risk assessment that because of your behaviour, to protect your well-being or the well-being of others or to prevent damage to the Room and or the Building in which your Room is located, it is necessary to terminate this Tenancy; or
11.3.4    you are subject to precautionary measures including suspension from the University and/ or exclusion from all or any University premises pursuant to the Disciplinary Code and it is therefore necessary to terminate this Tenancy; or
11.3.5    you are subject to a disciplinary decision (including, but not limited to a decision of the Registrar or the Discipline Committee) pursuant to the Disciplinary Code that necessitates a termination of this Tenancy; or
11.3.6    you do not arrive at the Room by the end of the first week after the Tenancy Start Date set out at clause 1 above and have not notified the University that you will be arriving late in accordance with Regulation 21 of the General Regulations; or
11.3.7    any of the following grounds for possession set out in the Housing Act 1988 Schedule 2 apply:

Part I Grounds
a)    2 (tenancy subject to prior mortgage);
b)    7 (death of tenant);
c)    7A (conviction or serious offence);
d)    7B (tenant or occupier is a disqualified person);
e)    8 (substantial rent arrears);

Part II Grounds
f)    10 (some rent unpaid);
g)   11 (persistent delay in paying rent);
h)   12 (breach of any obligation in the tenancy other than to pay rent);
i)    13 (acts of waste);
j)    14 (nuisance or annoyance);
k)   14ZA (conviction of an indictable offence);
l)    14A (domestic violence);
m)  15 (damage to furniture); or
n)   17 (false statement); or

11.3.8    you cease to be a full time student at the University then,
we shall be entitled to repossess the Room and terminate the Tenancy (at our discretion following consultation with the University) on reasonable written notice (for clauses 11.3.2 and 11.3.8 notice will not be less than 14 days and for clause 11.2.6 notice will not be less than 7 days), but without affecting any right or remedy we have for any breach by you of your obligations in this agreement.
11.4    This clause 11.4 does not affect any of your rights under the Protection from Eviction Act 1977. We cannot evict you without a court having first made an order for possession.
11.5    Any person who is not yourself and who makes payments due from yourself under this agreement does so as your agent.

12.    Severability

If any term, condition or provision contained in this agreement shall be held to be invalid unlawful or unenforceable to any extent, such term condition or provision shall not affect the validity, legality or enforceability of the remaining parts of this agreement.

13.    Notices

13.1    Under section 48 of the Landlord and Tenant Act 1987 the Tenant is hereby notified that all letters and notices (including notices in proceedings) sent by you in relation to this agreement must be properly served on the Landlord and/or the University by you at their respective addresses at the beginning of this agreement or such updated address we may provide during the term of this agreement.
13.2    All letters or notices sent by the Landlord and/or the University to you in relation to this agreement will be properly served if delivered to you at the Building and/or Room and/or the address you provided to the University when applying for the Room (or such other address that you have notified to the Landlord and/or the University in writing).
13.3    A letter or notice sent by the following means is to be treated as having been received:
13.3.1    if delivered by hand, on the day of delivery; or
13.3.2    if sent by first class post or special delivery, on the first working day after posting.
13.4    You agree to notify the University of any change to the address you provide to the University when applying to the University for the Room by updating your address details on Portico.
13.5    You agree to pass on to us immediately any statutory letters or notices served on you by a third party (i.e., not the Landlord or the University) that relate to your occupation of the Room.

14.    Tenant's termination rights

14.1     Prior to taking up occupancy

14.1.1 Termination prior to the Tenancy Start Date

If you enter into this Tenancy Agreement, and you at no point take up occupation of the Accommodation, then before the Tenancy Start Date you may serve notice to confirm that you wish to terminate this Tenancy Agreement via the UCL Accommodation Portal with immediate effect.

If you serve a notice to terminate:

1. On or before 31 August 2025, then this Tenancy Agreement will terminate with immediate effect, and you will be entitled to a refund of the Prepayment; or
2. After 31 August 2025, and before your Tenancy Start Date, then this Tenancy Agreement will terminate with immediate effect, and you will forfeit the Prepayment.

In either case you will not be liable for other accommodation fees for the Accommodation.

14.1.2 Termination after the Tenancy Start Date

If on or after the Tenancy Start Date, you have not yet taken up occupancy of your Accommodation, then you may request termination of this Tenancy Agreement by emailing the UCL Accommodation Office.  If you request termination of this Tenancy Agreement on or after the Tenancy Start Date and you have not taken up occupancy of your Accommodation, then in such circumstances: 

1. If you are enrolled as a student at UCL, UCL will charge you accommodation fees from the Tenancy Start Date to the date a suitable replacement student is found to take over your Accommodation. A suitable replacement student is a UCL student who is not currently in UCL allocated accommodation and is deemed to be suitable in UCL’s reasonable opinion. Your Tenancy Agreement will terminate immediately on UCL’s written notification to you, once a suitable replacement student accepts a booking to take over your Accommodation. It is your responsibility to find a suitable replacement student for the Accommodation as outlined in clause 14.3. If no suitable replacement student is found, you remain liable for your accommodation fees until the end of your Tenancy Agreement which is 20 June 2026 (12 September 2026 for a 51 week contract length)*; or
2. If you are not enrolled as a student at UCL, you will forfeit the Prepayment, and your Tenancy Agreement will terminate with immediate effect. You will not be liable for other accommodation fees for the Accommodation.

If any unforeseen travel disruption impacts your arrival at the Accommodation, such as visa delays or UK Government travel advice, then please contact the UCL Accommodation Office to discuss this.

For the avoidance of doubt, if you enter this Tenancy Agreement and at any time take up occupation of the Accommodation, then you will not be entitled to terminate this Tenancy Agreement other than by way of a Notice to Quit pursuant to clause 4.2 of this Tenancy Agreement.

14.2.    After taking up occupancy

Except in accordance with the provisions contained in this clause 14 you shall not be entitled to terminate this agreement which shall in any event terminate on 20 June 2026 (12 September 2026 for a 51 week contract)* and (subject to clause 11) you undertake to remain in occupation of the Room throughout the Tenancy Period and make all payments required under this agreement.

14.2.1    Leaving after your arrival
If you would like to leave your Room after your arrival you can give notice by submitting a ‘Notice to Quit’ request online on the UCL Accommodation Portal. It is your responsibility to find a replacement student to take over your Accommodation. If a suitable replacement student is found, you will remain liable for your accommodation fees until the replacement student accepts a booking to take over your Accommodation. A suitable replacement student is a UCL student who is not currently in UCL allocated accommodation and is deemed to be suitable in UCL’s reasonable opinion. If no suitable replacement is found, you remain liable for your accommodation fees until the end of your Tenancy Agreement which is 20 June 2026 (12 September 2026 for a 51 week contract length)*

14.2.2    On turning 18
You may terminate this agreement if you are under 18 when you accept the offer of the Room provided that:
(i) within two weeks after your 18th birthday you submit a ‘Notice to Quit’ request online on the UCL Accommodation Portal, giving not less than 28 days’ written notice of your intention to terminate this agreement and when you want the agreement to end (the “End Date”) which must be no later than 42 days after your 18th birthday; and
(ii)    you have paid in full on or before the End Date all of the Rent and other applicable accommodation fees due under this agreement up to and including the End Date, provided further that if you give notice to quit at any time but do not move out or return keys/swipe cards/fobs to the Hall Team, this agreement and your liability for accommodation fees (and all other terms under this agreement) will continue as if the notice to quit was not given.

*5 January 2026 for students holding a Term 1 only Tenancy Agreement. 

Please note: if you give Notice to Quit at any time but do not move out or return keys/Swipe or Access Cards/Electronic Key Fobs to the Hall Team, this Tenancy Agreement and your liability for accommodation fees (and all other terms under this Tenancy Agreement) will continue as if the Notice to Quit was not given.

14.3    The University’s Accommodation Office maintains a list of students who are seeking UCL allocated accommodation.  However, it is your responsibility to find a suitable replacement student for the Accommodation should you need to have someone take your place. At the point of UCL having filled any rooms already available to let, at your request UCL will try to assist with finding another suitable student to take your Accommodation, taking into account any specific room preference and expected arrival dates. All enquiries of this nature should be made to the UCL Accommodation Office accommodation@ucl.ac.uk or raise an enquiry via askUCL.

15.    Tentant mail and deliveries
15.1    If you have a delivery to the Building that does not fit within your room mailbox then either:
15.1.1    you will need to pick up the delivery directly from the deliverer at the Building reception area; or 
15.1.2    at our discretion we may provide a parcel holding service within the Building where we will accept the parcel on your behalf to allow you to collect the parcel at a convenient time.
15.2    Where we do provide a parcel holding service this will be provided subject to the following conditions:
15.2.1    no perishable goods will be accepted (e.g. food deliveries). For clarity, you may arrange food deliveries. However you will need to collect these deliveries directly at the front desk from the delivery company;
15.2.2    parcels not collected within a reasonable period of time will be returned to sender;
15.2.3    we will not be held responsible for the parcel unless the delivery company has obtained a signature from us that we can verify as coming from us;
15.2.4    you will not arrange for any high value items to be accepted by us. You should arrange for high value items to be delivered directly to yourself avoiding our parcel holding service (e.g. in the same way that food deliveries are accepted);
15.2.5    we reserve the right to cancel the parcel holding service;
15.2.6    we reserve the right to reject overweight or oversize deliveries.
15.3    We do not provide a mail forwarding service. Any mail received for you after you have vacated the property will usually be ‘returned to sender’.

16.    Guests

You may invite guests to the Building under the following conditions:
16.1    we reserve the right at our sole discretion to deny guests access to the Building, or ask your guests to leave the Building;
16.2    your guests must comply with the regulations in this agreement in so far as they apply to use and occupation of the Building by yourself;
16.3    all your guests must be a minimum age of 16 years old unless agreed in advance with us or unless a relative of yours;
16.4    your guests must not become a nuisance or annoyance to ourselves, tenants, other guests or occupiers of the Building or adjoining properties;
16.5    you must not lend or give your keys to the Room, Flat or Building to any guests;
16.6    you must be present in the Building with your guests unless our prior approval is given;
16.7    we reserve the right to require your guests to provide government issued photo ID prior to access to the Building;
16.8    you may not under any circumstances accept paying guests.

17.    Tenant insurance

If we should offer to provide you with free contents insurance then this insurance will be provided on the following conditions:
17.1    the insurance agent and insurance underwriter will be nominated by us at our sole discretion;
17.2    the insurance will be provided on the terms and conditions (including exemptions, deductions, claim limits and coverage limits) as provided by the insurance agent/underwriter and that you have read these terms and conditions and understand them;
17.3    any of your insurance claims or disputes will be managed and resolved between yourself and the insurance agent/underwriter (we cannot get involved in this process);
17.4    we do not accept any liability for the insurance agent/insurance underwriter not complying with the terms and conditions of the insurance policy;
17.5    we reserve the right to cancel the insurance policy at any time by providing seven days’ notice in writing to yourself;
17.6    the period of insurance only covers your Tenancy Period.

18.    Liabiity and limits on the University's and the Landlord's liability

18.1    Neither UCL nor the Landlord excludes or restricts its liability:
18.1.1    For death or personal injury arising from its own negligence, or from its own acts or omissions that it is responsible for; 
18.1.2    for fraud or fraudulent misrepresentation that it is responsible for; or 
18.1.3    in respect of any other rights or liabilities it has that may not be lawfully excluded or restricted (for example under the Consumer Rights Act 2015 or the Equality Act 2010).
18.2    The Landlord will be liable for the following:
18.2.1     theft of, or damage to any of your property in your Room, Flat or Building where such theft or damage is caused by the negligence or wilful actions of the Landlord up to a maximum of £2,000 in total for one academic year; 
18.2.2    compensation where services to your Room, Flat or the Building temporarily fail as a result of action or inaction by the Landlord or its contractors in accordance with the provisions of Regulation 25 of the General Regulations and
18.2.3    compensation in the event that there is a catastrophic failure of services or the destruction/inoperability of part of your Building necessitating closure in accordance with the provisions of Regulation 25 of the General Regulations. 
18.3    Claims for compensation under clause  18.2.2 and 18.2.3 must be made in writing in accordance with the provisions set out in Regulation 24 and Regulation 25 of the General Regulations.
18.4     Subject to clauses 18.1 and 18.2 above, in accordance with the provisions set out in Regulation 24 and Regulation 25 of the General Regulations, the University and the Landlord are not liable for: 
18.4.1    theft of, or damage to any of your property or the property of your invitees to your Room, Flat and/or the Building where such theft or damage is not caused by the negligence or wilful actions of the Landlord or the University (for example where a third party steals or damages your property), or to the extent it exceeds the limitation under clause 18.2.1 above; 
18.4.2    any losses, claims, demands, actions, proceedings, damages, costs or expenses or other liability incurred by you or your invitees to your Room, Flat and/or the Building in the exercise or purported exercise of the rights granted by this agreement to the extent that such matters are caused or contributed to by you or your invitees acting negligently, wilfully or recklessly in disregard of the terms of this agreement; 
18.4.3    compensation for noise caused by building works or maintenance works and or for changes resulting from such works, in facilities provided; or 
18.4.4    compensation for a lack of service or amenity where the individual(s) affected is/are aware of but has/have failed to report as soon as reasonably possible, in writing, a fault to the onsite team, or where a fault or interruption of service has been caused by acts of vandalism by you or your guests.

19.    Data protection

19.1    Urbanest and the University are registered with the Information Commissioners Office (ICO) as data controllers.
19.2    How Urbanest and the University use any Personal Data that you give them for the purposes of this agreement is set out in each of their privacy policies. Urbanest’s privacy policy and the University’s privacy policy and UCL Accommodation specific privacy notice.
19.3    Urbanest and the University comply with the DPA and shall ensure that appropriate steps are taken to ensure that your Personal Data is processed lawfully.
19.4    Urbanest and the University will only process your Personal Data for the specific purpose or purposes set out in their privacy policies or as otherwise notified to you or for any other purposes specifically permitted by the DPA.
19.5    Where the processing of your Personal Data by Urbanest or the University is not covered by the purposes referred to in clause 19.4 they will obtain your consent to process your Personal Data (“Consent”).
19.6    You may decline or opt out of any Consent by notifying Urbanest or the University (as appropriate) in accordance with their respective privacy policies.

20.    Jurisdiction

This agreement and any dispute or claim arising out of or in connection with it or its subject matter or formation (including non-contractual disputes or claims) shall be governed by and construed in accordance with the law of England and Wales.
Schedule
The provision and/or the administration of the following:
•    Tenancy application and allocation process
•    Tenancy acceptance offer process (including issue of Tenancy Agreement and General Regulations)
•    Dealing with deposits payments, invoicing and collection of accommodation fees, applying charges and processing of refunds
•    Dealing with non-payment of sums due under the terms of the Tenancy Agreement and General Regulations
•    Providing live-in Student Residence Advisers and access to Warden
•    Signposting to UCL services and support
•    Dealing with issues falling under the UCL Complaints Procedure and informal resolution
•    Dealing with issues and queries relating to the Disciplinary Code and Committee
•    Liaising with or in relation to Students of Concern
•    Handling relocations due to welfare concerns 
•    Providing student events

Section C - Accommodation General Regulations for Urbanest

Section 1: Safety and Security 

1.1 Fire Safety

At UCL, the safety of our students and staff is a top priority. We appreciate your support in ensuring that UCL halls are a safe and secure environment to live in. For more information, including UCL’s Residents Engagement Strategy, visit the Fire Safety & Building Safety webpage. You must comply with the requirements set out on the Fire Safety & Building Safety webpage which relate to your Accommodation and Halls.

1.1.1 Fire Safety Inductions and Walks

All residents must complete the mandatory Fire Safety Induction and Fire Safety Walk within 14 days of moving in. Please speak to your Hall Team for further details.

1.1.2 Fire Alarms

Familiarise yourself with escape routes and assembly points. You should leave the building immediately upon hearing the fire alarm via the nearest exit. If there's a fire, sound the alarm using the red break-glass call point. Do not tamper with fire alarm systems. It is a criminal offence to tamper with fire fighting systems.

1.1.3 On Hearing the Fire Alarm

Where safe to do so, ensure everyone is awake and aware. Evacuate immediately, closing all doors behind you. Go to the designated Fire Assembly Point. Act quickly and calmly; do not collect belongings or run.

1.1.4 General Safety and Cooking

Cook only in designated spaces and kitchens. Never cook in bedrooms or non-designated areas. 

1.1.5 Fire Action Notices

Read and familiarise yourself with Fire Action Notices and fire exit routes.

1.1.6 Means of Escape

Keep corridors, landings, stairs, and exits clear at all times. Items should never be stored in these areas as they will block essential exit routes in an emergency.

1.1.7 Fire Doors

To be effective, fire doors must remain closed at all times. Report any damage to your Hall Team immediately. Do not disconnect self-closing devices or wedge doors open for any reason.

1.1.8 Fire Extinguishers

Do not tamper with fire extinguishers. They are for emergency use only.

1.1.9 Fire Evacuation Drills

Participate in all fire drills, including immediate evacuation if required.

1.1.10 Electrical Safety

Use only UK-purchased electrical equipment (230 Volts). 

1.1.11 Prohibited Items

Please see Regulation 1.3 for a list of items which are prohibited in your Accommodation and Halls.
More detailed information about Fire Safety in UCL Accommodation is available on UCL’s Fire Safety & Building Safety webpage. 

1.2 Emergencies in halls 

The hall office is staffed 24 hours a day. Contact the Hall Team for assistance with any urgent problems at any time. Persistent call outs for non-emergency reasons at unreasonable hours (after 23:00 and before 08:00) is considered a breach of your Tenancy Agreement and may lead to termination of your Tenancy Agreement, therefore please consider the time and whether or not your call is an emergency before calling.

1.3 Prohibited items and activities

To ensure the health, safety and comfort of residents and staff, you must comply with the requirements set out in this Regulation. Breaching this Regulation may be a disciplinary offence under the Disciplinary Code and may lead to termination of your Tenancy Agreement. Prohibited items found will be removed and held until you move out. Kettles and toasters are provided in each kitchen – you must not bring your own.

Cooking equipment may be stored in your study bedroom however, cooking must only be undertaken in designated kitchen areas. It is forbidden to use cooking equipment such as toasters, rice cookers, microwaves, kettles, grills, hotplates, blenders, or air-fryers in your study bedroom. You must not store or use cooking equipment in your study bedroom, you must only store & use such equipment in the kitchen.

Refrigerators are not permitted in your Accommodation unless required for disability or health related reasons. If you would like to request permission to have a refrigerator in your Accommodation on health-related grounds you must contact the UCL Accommodation Office via askUCL prior to your arrival.

You are not permitted to bring your own washing machine, dishwasher, air dryer, or sofa/large armchair into your Accommodation or Halls. 

The below items are forbidden in your Accommodation and Halls and may not be stored or used:

• portable heat equipment
• firearms (including legally held and imitation firearms), or other weapons or dangerous substances such as explosives 
• knives (other than those used for food preparation) and fireworks
• mood lighting such as fairy lights (other than those which are battery operated)
• humidifiers
• dart equipment
• plug-in air fresheners
• plug-in insect repellents
• items which have a potential for a naked flame such as candles, incense sticks/fragrance burners/joss sticks, aromatherapy burners, hookah and shisha pipes, oil lamps, fireworks and barbecue equipment
• illegal substances including legal highs (see Regulation 4.3 for more information)
• vape pens, ‘bongs’ or similar paraphernalia producing smoke or vapour
• Personal Light Electric Vehicles (PLEVs) including e-Scooters, e-Bikes and e-Unicycle or similar items but excluding pedal assisted bicycles
• 3D printers.
• any other item which UCL deems unsafe or inappropriate to bring into your Accommodation and or Halls. Your Hall Team will advise further if there is a query regarding an item you wish to bring into your Accommodation or Halls.

Mobility scooters must not be charged in your Accommodation or in Halls, including corridors and stairs forming part of the means of escape. Due to the very significant risk of battery fires particularly during charging, mobility scooters should only be charged in locations outside of your Accommodation and the Halls. 

You must not use multi-way cube Adaptors, non-fused electrical equipment, overloaded extension cords or any electrical equipment in disrepair in your Accommodation or anywhere in Halls.

You must not play ballgames in any part of your Accommodation or Halls. 

Smoking, including e-cigarettes and vape pens, is not permitted anywhere in your Accommodation or Halls (please see Regulation 3.4 above for more information).

1.4 Window restrictors

For safety and security reasons, windows are fitted with restrictors, and you are not permitted to tamper with or remove window restrictors or the window warning stickers in your Accommodation or Halls.  Tampering with or removing window restrictions in your Accommodation or Halls is a breach of your Tenancy Agreement and may lead to termination of your Tenancy Agreement. It is also a disciplinary offence under the Disciplinary Code to take action likely to cause injury or impair the safety of others. A charge may be levied for the cost of repair or reinstatement of the damaged or missing window restrictors and or window warning stickers.

1.5 Hall exteriors and prohibited areas

You must not throw or drop items from windows or doors in your Accommodation or Halls. You are not permitted to enter any Prohibited Areas at your Halls. Entering a Prohibited Area will be a breach of your Tenancy Agreement and may lead to termination of your Tenancy Agreement.  It is also a disciplinary offence under the Disciplinary Code to enter any Prohibited Area and/or to take action likely to cause injury or impair the safety of others. 

Parking on UCL sites is not available for students or their guests during term time. Parking is for contractors authorised by UCL Accommodation only. For alternative solutions please speak to your Hall Team.

1.6 Building Safety

Any person found interfering in any way whatsoever with firefighting equipment, safety equipment or alarms in the Accommodation or Halls other than for proper use, will be committing a serious breach of the terms of their Tenancy Agreement. In addition, misusing fire equipment/safety equipment and doing any action likely to cause injury or impair the safety of others are disciplinary offences under the Disciplinary Code and may lead to termination of your Tenancy Agreement. All such persons will be referred to the Warden or Accommodation Manager or the Registrar, as appropriate, who will take disciplinary action against the student in accordance with the Disciplinary Code. 

You must not act in a way which may create a significant risk of a building safety risk materialising in UCL accommodation and must comply with the reasonable requests of UCL related to assessment of safety risks.

Section 2: Relocation and General information

2.1  Relocation

UCL has the right to relocate you to other accommodation where reasonably necessary for reasons including, but not limited to: 

• those referred to at Regulation 3.1, Regulation 3.2, Regulation 4.2, Regulation 4.4 and Regulation 5.2.
• those set out in your Tenancy Agreement. 
• your safety, wellbeing or the well-being of others. 
• ensuring where possible that all flats are fully occupied and preventing any flats from having minimal occupancy.
• in the interests of good estate management.
• where major works are required to your Accommodation or Halls resulting in closure of your Accommodation or Halls.
• where required by a disciplinary decision or precautionary measures pursuant to the Disciplinary Code.  

UCL will provide you with as much notice as reasonably possible in order for you to make your own arrangements as you wish, but in the case of an unexpected event or assessment of risk limited notice may be given.  

Where re-housing in accommodation with a higher weekly accommodation fee is accepted by a student, you will not be liable for the difference in accommodation fees. Where re-housing in accommodation with a lower weekly accommodation fee is accepted by a student, you will receive a credit for the difference. Where re-housing is not accepted, accommodation fees will only be payable to the point of the student leaving their original accommodation.

Where re-housing is required following a disciplinary decision pursuant to the Disciplinary Code which results in accommodation with a higher weekly accommodation fee, the increase in the accommodation fee will be the responsibility of the student. 

2.2 Temporary absence

If you stay away overnight or at weekends, please contact your Hall team via askUCL to let them know. It causes concern and in some cases unnecessary escalation when residents go ‘missing’ without explanation.

2.3 Vacating your hall

Your key(s), Swipe/Access Card, Electronic Key Fob must be returned to your hall office of your Halls by 10:00 am on your day of departure.  If you do not return your keys to the hall office of your Halls you will be charged for the reasonable cost of replacing the appropriate keys and/or locks.  Your Accommodation (including the bathroom if your room is ensuite) and any communal kitchen must be left clean and tidy.  This includes removing all rubbish and food and disposing of it in the bins provided in your room and kitchen or the bin store within your Halls.  Where your Accommodation is a studio, flat or bungalow you must leave all areas of the studio, flat or bungalow clean and tidy. Charges will be raised where your Accommodation (including where this is a studio, flat or bungalow) have not been left in a clean and tidy condition upon your departure from the Accommodation or at the end of the Tenancy period. 

These will be no more than the cost of the cleaning charged to UCL estimated to be:

• Standard single room - £25 
• Standard twin or double room - £40 
• Ensuite single - £50 (£25 for the bedroom and £25 for the bathroom)
• Ensuite double or twin - £65 (£40 for the bedroom and £25 for the bathroom)
• Studio - £75 
• 1-bedroom flat - £100
• 2-bedroom flat/bungalow - £150
• Communal kitchen - £25 per person

There may be additional charges if the communal bathroom areas are left dirty. Items left in your Accommodation, kitchens or bathrooms after you have left your Accommodation and returned your keys, will be assumed to be unwanted and will be disposed of.  Any loss incurred by UCL as a result of you failing to remove goods on termination of the Tenancy Agreement, including any storage costs, will be invoiced to you.  

It is not possible to forward post to you after your departure so please ensure that you update your address on your Portico account.  Post and deliveries for residents who have left will be refused or returned to sender.

2.5 TV Licensing

If you bring a TV you must also bring a Tenancy.  You are not covered by the Tenancy in Halls for common room sets or by a Tenancy held at your home address.  You need a Tenancy to use any television receiving equipment such as a TV set, set-top boxes, video or DVD recorders, computers or mobile phones to watch TV programmes as they are being broadcast.  For further information visit the TV Licensing for students webpage.

Section 3: Respect for UCL's buildings and furnishings

3.1 Study bedroom and room condition

The Accommodation allocated to you should be the one that you occupy for the duration of your Tenancy Agreement. UCL Accommodation does however reserve the right to change your Accommodation allocation if there are any problems, in accordance with Regulation 2.1. You must not permanently redecorate or make any additions or alterations to your Accommodation, for example painting the walls or removing the curtains, adding or altering any existing plumbing or faucets. You must not remove furniture from your Accommodation; the Halls do not have room to store it. 

Do not put furniture or any other personal items in the corridors, as this will obstruct a fire exit route. Do not put furniture in other areas of the Halls or other students’ rooms.  Soft furnishings (for example soft chairs and sofas) are not permitted in the kitchens, except where they have been provided by UCL Accommodation.  

If you bring any furniture with you, it must comply with the Furniture and Furnishings (Fire safety) Regulations 1988 (as amended in 1989, 1993 and 2010), and be labelled appropriately.  All items provided by UCL Accommodation, including but not limited to curtains, shower heads, and lightshades should not be replaced with any other item.  Please note that the cost of any repairs or replacement required as a result of ignoring this request will be charged to you.  Your Accommodation and kitchens will be inspected once a term; you will be informed in advance.

Your Hall Team will have completed a room inspection documenting the condition of the items in your Accommodation prior to your arrival. Within seven days of moving into the Accommodation you should review inventory and inform the Hall Team of any concerns you have regarding the condition of your room.

You are under an obligation to return the Accommodation in a condition equivalent to that found at the start of your Tenancy Agreement. You must not cause damage to your Accommodation and or the furniture, equipment and Fixtures and Fittings in it. Any damage, save for reasonable wear and tear, will be the financial responsibility of the resident in accordance with clause 5(e) of the Tenancy Agreement and where you cause damage to your Accommodation and/or the furniture and equipment in your Accommodation such that it is not reasonably usable for residential purposes your Tenancy Agreement may be terminated.  You must leave the furniture, furnishings and other contents of your Accommodation listed in the inventory in your Accommodation throughout your Tenancy Agreement. 

Fixtures and Fittings should not be unscrewed from the wall and moved.  Carpets and other flooring should not be pulled up. Shower heads are only to be changed by a technician authorised by UCL Accommodation following works or where replacement is required due to fault. Door hanging hooks are not to be used on any door within the Accommodation.  Please note that the cost of any repairs or replacements required as a result of ignoring this request will be charged to you.

You must not cause damage to the Halls (including any communal areas within Halls) or to the furniture, equipment and Fixtures and Fittings in them. You may be charged for any damage (save for reasonable wear and tear) and/or your Tenancy Agreement may be terminated. We may restrict access to communal areas if there are incidents where the areas are damaged or vandalised.  This will be communicated by your Hall Team if required.

3.2 Occupation of your room

Your Accommodation is allocated on the basis of your sole occupancy, unless the Accommodation has been designated as a twin room by UCL, or with your partner/family in the case of couple/family accommodation. You are responsible for the behaviour of any partner/family permitted to occupy the Accommodation and must ensure that they comply with the terms of the Tenancy Agreement.  You must not allow any other person to occupy or share your Accommodation. Your Tenancy Agreement may be terminated by UCL if you SubTenancy or sub-let your Accommodation or part with or allow a third party into possession. UCL reserves the right to relocate you in accordance with Regulation 2.1 of these General Regulations to alternative accommodation, if your Accommodation becomes uninhabitable for example due to loss of heat, water or power or for welfare issues. 

You (and if applicable your partner/family in the case of couple/family accommodation) must not use the Accommodation for any purpose other than living accommodation. It is not permitted to run a business from the Accommodation or to use the Accommodation as the registered office for a business.

3.3 Occupants of twin rooms

It is not unusual for one of the occupants of a twin room to move out during the year.  In the event of vacancies occurring in twin rooms, UCL reserves the right to require twin room residents to move rooms, so as to obtain the maximum use of the available accommodation.  Further, where a vacancy exists for more than four weeks, the remaining occupant (in one half) will have a choice of (a) paying the single room rate and enjoying a single occupancy or (b) accepting that we may fill the vacant half.  If the remaining student accepts a single occupancy, the outgoing student ceases to be liable from the date the single occupancy is created from. If the remaining student declines single occupancy, the outgoing student remains liable for accommodation fees under the Tenancy Agreement.

3.4 Smoking policy

The UCL campus is smoke-free, meaning that smoking is not allowed in any area on the Halls. Smoking, including E-Cigarettes and vape pens, is not permitted anywhere in your Accommodation or in Halls. Smoking is also prohibited immediately outside the entrances or open windows of Halls. Smoking in non-designated areas is a disciplinary offence under the Disciplinary Code.  Covering smoke detectors is a criminal offence and you may be subject to UCL’s Disciplinary Code and/or termination of your Tenancy Agreement.  In the interests of fire safety hookahs, shishas, and similar smoking devices are not permitted in your Accommodation or anywhere in Halls. Any breach of this Regulation 3.4 may lead to termination of your Tenancy Agreement. 

3.5 Maintenance

For any non-emergency maintenance issues, please report via the urbanest Portal and the Hall Team will log the issue with our Maintenance Team. For any emergency maintenance issues, please contact your Hall Team directly. 

Do not assume that someone else has reported a fault. UCL staff and UCL contractors, including the Hall Team, Warden, Student Residence Adviser team, cleaning and maintenance staff have the right to enter your Accommodation or any other rooms in Halls at any time for necessary maintenance, window cleaning, etc. Advance notice will be given where possible. 

Blu Tack is the only permitted adhesive on gloss paintwork and can mark walls in some rooms depending on the paint and surface. Please ask the Hall Team for advice concerning your Accommodation.  Glue, drawing pins, adhesive tape and any other means of fixing anything on to the interior or exterior of your Accommodation or the Halls are not permitted. 

Your Accommodation and kitchens will be inspected a minimum of once a term; you will be informed in advance.

For reference the estimated timescales for categorised works affecting Hall residents, which UCL will use reasonable endeavours to comply with are as follows:

• Priority 1 – Emergencies – response within 1 hour

Emergencies at UCL encompass situations such as flooding, fire, gas leaks, individuals trapped in lifts, and power failures affecting critical assets. UCL staff will promptly respond to these emergencies, ensuring the site is secured for safety. Repairs will be initiated as soon as possible, contingent on factors like the nature of the situation and the availability of materials, spare parts, and the potential need for a specialist contractor.

• Priority 2 – Urgent repairs – responded to within 1 working day

The following issues are deemed to require urgent attention at UCL: heating, mechanical ventilation, or air conditioning failures, blockages in the drainage system, malfunctioning locking mechanisms, broken windows or door glass, and power supply failures. UCL shall use reasonable endeavours to investigate urgent repairs within one working day, with the actual repair work initiated as promptly as possible. The timeline for resolution depends on the specific circumstances, considering factors such as the availability of materials, spare parts, and the potential need for a specialist contractor.
 

• Priority 3 – Routine repairs – responded to within 5 working days

Routine repairs that do not have a substantial impact on the building's operation are typically investigated within a response time of five working days. The actual repair work is then undertaken within fifteen working days, contingent on the availability of staff, materials, and spare parts. This timeframe ensures efficient handling of routine maintenance while considering resource availability.
 

• Priority 4 - Scheduled work - responded to within 20 working days

Tasks requiring strategic planning and convenient times for completion, such as redecorating and replacing worn fixtures and fittings, necessitate coordination with the UCL Accommodation team. Agreements on the timescale for these activities will be reached in collaboration with the UCL Accommodation team to ensure effective planning and execution with minimal disruption to the residents.

3.6 IT Provision

All rooms have Wi-Fi provision.  The cost of connection is included in your accommodation fees.  Any damage to the network socket or equipment installed within rooms will be subject to a reasonable repair cost, based on the cost of repair of up to £100.  For further information about the service, visit the urbanest Accommodation Portal. Some UCL Halls have computer cluster rooms for residents’ use.  Facilities in the computer cluster rooms are provided and maintained by UCL Information Systems, but issues can be reported to the Hall Team. 

3.7 Cleaning

The primary responsibility for keeping your Accommodation, bathroom (if you have an ensuite room), and kitchen (if you occupy a studio or flat), clean and tidy lies with you. In Halls with shared or communal facilities, the primary responsibility for keeping shared or communal areas, including showers, toilets and kitchen facilities, clean and tidy falls to all residents who use the facilities. 

Vacuum cleaners for student use are available in all Halls.

You are also responsible for the removal and separation of General Waste and Food Waste to the area specified by the Hall Team and for recycling paper, glass, bottles, and cans.

Your Accommodation and any communal areas will be inspected regularly and if your Accommodation and or any communal areas fall below an acceptable standard for health, safety and fire regulations, then they will be closed off, brought back up to standard and a charge may be levied against resident(s) for cleaning and/or repair (Clause 5(e) (Fees) of the Tenancy Agreement).
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The residents who have access to Communal Kitchens are responsible for keeping the communal kitchen clean.  Any kitchens reported to the Halls office as being at an unacceptable level of cleanliness will be inspected by the Hall Team and the residents who use these areas will be provided with a warning to bring the area back to an acceptable level or charges for additional cleaning will be implemented as per your Tenancy Agreement.

Any cases where there is excessive build-up of mess and or waste within your Accommodation, bathroom (if you have an ensuite room), kitchen (if you occupy a studio or flat) or communal areas will be reported to the Hall Team.

3.8 Pest control

From time-to-time unwanted vermin and insects may be detected within Halls. We have pest control operatives contracted to UCL Accommodation to carry out preventative and reactive pest control. Pests thrive in areas where food remnants are present, therefore you must ensure that all food is sealed before storing, food spillages are cleaned up immediately and cooking items and plates are cleaned after use. Should you detect any unwanted pests you must inform the Hall Team as soon as possible. Any such reports will be passed on to the relevant contractor on the same day or on the first working day after the report if it is made out of hours. The contractor will respond within 2 working days.

3.9 Pets

Pets are not permitted, and any pet found in your Accommodation or Halls will be removed. Having a pet in your Accommodation or Halls may result in UCL charging you for the reasonable cleaning costs and or repair or replacement costs resulting from any damage caused by the pet to your Accommodation or Halls and / or giving notice to end your Tenancy Agreement.

Section 4: Respect for fellow residents, staff, and visitors

Helping to create a positive and inclusive environment where all students can live safely and comfortably.

4.1 Misconduct on Campus or in Student Accommodation

If you are a victim of bullying, harassment, or sexual misconduct please inform your Hall Team, Halls Warden or SRA. You can also report the incident via your hall reception, UCL Report and Support service. For further information you can visit UCL Support and Wellbeing Services' webpage, where you can find further information on contacting UCL Security and or the Police. 

If you are the victim of a hate crime, as well as reporting it via Report + Support, you can report it to the Students' Union UCL. 

UCL's Crime Prevention and Personal Safety Adviser can support with any issues affecting you that are related to crime, safety or security. This might include theft, assault, harassment or domestic abuse. Contact UCL's Crime Prevention and Personal Safety Team by email for guidance on how to avoid crime and support if you are reporting a crime to the police. 

4.2 Discrimination, personal harassment, and bullying

UCL continues to affirm its opposition to unfair discrimination in any form and it is in keeping with this policy to prohibit any kind of personal harassment including but not limited to harassment on the grounds of race, sex, disability, sexual orientation, gender identity, age, religion, belief or lack thereof.  The harassment of a student, member of staff or visitor as well as any violent, indecent, disorderly, threatening or offensive behaviour or language on any UCL premises is wholly unacceptable and will be grounds for disciplinary action pursuant to the Disciplinary Code, which may include expulsion, suspension or exclusion from UCL premises including your Halls and or termination of your Tenancy Agreement.  In addition, if a complaint is made against you UCL reserves the right to relocate you (in accordance with Regulation 2.1 of the General Regulations) to other accommodation. Any incidents of this nature should be reported to the Hall Team, Warden or the Registrar via the Casework team (casework@ucl.ac.uk).

4.3 Drugs

UCL does not condone the use of illegal drugs (which includes legal highs or new psychoactive substances as defined under the Psychoactive Substances Act 2016 such as Nitrous Oxide (laughing gas)) or the misuse of prescription drugs, and the use or possession of illegal drugs, and the misuse of prescription drugs, is not permitted at your Accommodation or Halls.  However, UCL does understand that some students may choose to use or try them during their time at university. UCL also understands that a zero-tolerance stance is harmful and damaging as it prevents students reaching out for help or resources as they may fear being punished. UCL therefore takes a Harm Reduction stance to drugs, details of this policy can be found on the Student Support and Wellbeing Policies page.

Information about drugs and the support and resources available for students can be found on our Support for alcohol, drugs and other addictive behaviours page.

Any activity that breaches UK laws, including the misuse of controlled substances, will be subject to action in accordance with UCL’s procedures. Anyone found using or in possession of illegal substances may be referred under the Disciplinary Code.  UCL also reserves the right to terminate your Tenancy Agreement.  However, where appropriate UCL will take a supportive, rather than punitive, approach for students seeking help or those in need of assistance, such as during emergencies or health crises.

4.4 Sexual harassment and sexual violence

UCL will not tolerate sexual harassment or sexual violence and is committed to ensuring that students, staff and the wider UCL community are protected from sexual misconduct. (For further information please visit The Student Support and Wellbeing Services page.)

UCL supports the Students’ Union UCL’s Active Bystander Programme which aims to train UCL students to recognise and challenge problematic behaviours, such as bullying, harassment and sexual misconduct both on- and off-campus.

If a complaint of sexual harassment or sexual violence is made against you, UCL reserves the right to:

i) relocate you (in accordance with Regulation 2.1) to other accommodation; or 

ii) terminate your Tenancy Agreement both: 

(a) where any complaint is upheld following compliance with UCL’s policies and procedures; or 

(b) otherwise in accordance with Clause 3 of your Tenancy Agreement.

4.5 Visitors and guest policy

UCL reserves the right through its staff to refuse any non-resident admission to the Halls at any time or to require them to leave the premises.  Never lend your Accommodation key/ Swipe/ Access Card/ Electronic Key Fob to anyone else. You are always personally responsible for the conduct of your guest(s) and may not allow them to live in your Accommodation. There are no guest rooms in any of the Halls.  

If you wish to have a guest stay overnight, you can accommodate 1 guest, for a maximum of 7 nights a month and that guest must be staying in your room and not in the communal spaces.  Occupants of twin rooms must agree in advance if they wish to have a guest to stay overnight. Guests staying overnight must be notified in advance to the Hall Team and all visitors signed in via your Halls reception. No guests or visitors under the age of 18 are allowed in the Accommodation or Halls except where you have requested prior approval from the Accommodation Manager and the request has been approved. 

Failure to comply with this requirement may result in the suspension of the privilege. Other visitors must leave by midnight. Your guest must be with you at all times and not left unattended.

4.6 Noise

Please always be considerate to your fellow residents.  Other residents may want to study or sleep at different times than you do, so respect your fellow residents’ need for quiet time.  This is particularly important where your Accommodation is a twin room. If you bring a stereo, DAB radio, iPod, MP3 player, iPad, game consoles etc. you should also bring headphones so that your enjoyment and the peace of others is not disturbed. Noise must not be audible between 23:00 and 08:00 and or at any time during UCL exam periods.  Excessive noise may result in UCL giving notice to terminate your Tenancy Agreement and is also a disciplinary offence under the Disciplinary Code.  You are responsible for the behaviour of your guest(s) and must ensure that they leave quietly.

4.7 Parties

A small number of parties may be permitted during the year but only after the Accommodation Manager has been consulted and the request has been approved. Two weeks’ notice is required for any party, and parties will only be allowed on Fridays or Saturdays, by the agreement of all residents of a kitchen group or corridor. 

4.8 Role and Authority of Wardens and Student Residence Advisers

Student Residence Advisers (SRAs) are recruited from the UCL postgraduate student community and both the SRAs and the Wardens live amongst students in UCL operated Halls. The Wardens’ role is to support and manage the teams of SRAs and in turn the teams help students to settle into their new life in Halls and encourage a harmonious social atmosphere, maintain order and whenever necessary advise students with pastoral issues.

One of the SRAs is on duty every night from 6:00pm to 8:30am the following morning, and throughout weekends and holidays. You will recognise your SRAs by the blue hoodies and poloshirts they wear when on duty. You can contact your SRAs by visiting reception and asking to speak to the duty SRA, or by completing this form or via the SafeZone App. There is always someone available (365 days per year) to provide support in case of an emergency in all Halls. 

Wardens and SRAs develop connections with students and can support and refer students to the appropriate support services on offer at UCL.

When to seek help from a Student Residence Adviser

You should seek help from an SRA if:

• someone needs basic first aid
• you are worried about the wellbeing of a fellow resident in your Halls
• you are experiencing a welfare issue, such as homesickness, a mental health concern, academic stress, or if you are a victim of or witness harassment/bullying of any kind
• you would like peer support on a question or concern.

The SRAs are the first point of contact for any welfare or pastoral issues you or a fellow student may have and can help signpost you to UCL’s support services for students and can call emergency services if you ever need them. They can also help you become familiar with your Halls and local amenities and provide you with useful tips for university life Most importantly, SRAs aim to ensure students feel safe and supported during their time in Halls and the community is happy and respectful.

How to contact Wardens and Student Residence Advisers

You can contact your SRAs by visiting reception and asking to speak to the duty SRA or by scanning the QR code located in the reception area, phoning or emailing your Halls’ office or designated local office. There really is no issue too big or too small to bring to your SRA, so do not hesitate to get in touch with them. The SRA working hours are Weekdays 18:00-08:00 and 24 hours over the Weekend and closure periods.

In addition to the Wardens and SRAs, UCL also has a free out of hours telephone counselling and information service. You can call the UCL 24/7 Support Line on +44 (0) 808 238 0077 (00 353 1 518 0277 from outside the UK), to talk to someone about how you are feeling.

4.9 Community consideration

The majority of Halls are situated in highly populated areas and therefore all residents have a duty to be considerate of the local community.  Do not make unnecessary noise when arriving or leaving Halls, especially at night times.  Do not damage the property of local residents and do not drop litter in the local area. Outdoor communal spaces must not be used between 11pm and 7am.

Section 5: UUK Code Compliance and Complaints Handling

Additional information, including information for residents about moving in and moving out is available on the Current Residents webpage on the UCL Accommodation website.

5.1 UUK Code

Our accommodation is managed in accordance with the Universities Code of Practice for the management of student housing. Additional information is available in the UCL Health and Safety Policy.

5.2 Compensation claims 

In any service provision, there may be times when problems arise that have an impact on the users of the service. When users experience interruption of service or a change in quality, they may have an expectation of some form of compensation.  The rules governing compensation payments need definition to achieve fairness.  UCL Accommodation is a self-financing business, the income for which comprises student accommodation fees (term time and those who stay in the summer) and fees from commercial visitors in vacations.  

• Building works and maintenance 

It is not always possible to schedule building works and maintenance works when Halls are unoccupied. Such works, unless emergencies, will be scheduled for working hours (normally 08:30 to 17:30).  Residents will be given advanced notice of such works.  No compensation will be paid for noise resulting from such works or for changes resulting from such works, in facilities provided. 

• Lack of services resulting from a failure of service provision by or on behalf of UCL 

Where there is a lack of services resulting from a failure of provision by or on behalf of UCL, UCL will take reasonable steps to: 

1. inform residents of the duration of the failure. 
2. inform residents of any alternative provision; and 
3. reinstate or require the third-party provider to reinstate the service without delay. 

Compensation payments will be considered on the basis of an assessment of the inconvenience caused, taking account of the difference between essential and nonessential amenities. Compensation will not be paid where a satisfactory alternative provision has been provided or where the failure in services is caused by vandalism by you, your invitees and or other residents. Furthermore, compensation will not be paid under these circumstances until a period of 36 hours has elapsed to affect a correction of the fault.  

• Failure to report faults and vandalism 

Compensation will not be paid for a lack of service or amenity where the individual(s) affected is/are aware of but has/have failed to report as soon as reasonably possible, in writing, a fault to the Accommodation Manager.  Compensation will not be paid where a fault or interruption of service has been caused by acts of vandalism by you or your guests. 

• Major disaster 

In the event of catastrophic failure of services or the destruction of part of a building necessitating closure, all reasonable steps will be taken to re-house students (in accordance with Regulation 2.1). Where re-housing in accommodation with a higher weekly accommodation fee is accepted by a student, they will not be liable for the difference in accommodation fees. Where re-housing in accommodation with a lower weekly accommodation fee is accepted by a student, they will receive a credit for the difference. Where re-housing is not accepted, accommodation fees will only be payable to point of closure.  

• Claims 

All claims for compensation submitted will be managed in line with the complaints process which is outlined in Regulation 5.3. 

5.3 Complaints 

5.3.1 Our Service 
We strive to provide an excellent service in terms of quality of work, timely delivery, professional behaviour and customer service.  We expect consistently high standards from our staff and our contractors. We recognise, however, that there are occasions when the services delivered by UCL Accommodation may fall short of reasonable expectations. This Regulation 5.3 sets out the formal procedure to be followed in the event of a service not being delivered in line with our high standards and user aspirations. 

If you are unhappy about the service provided by or through UCL Accommodation, please follow the complaints procedure set out in this Regulation 5.3 or contact your Hall Team directly. 

We aim to resolve complaints quickly and effectively, locally in your Hall. In the first instance you must send your complaint to your Hall Team rather than escalating to Campus Experience & Infrastructure leadership so we can help you in your home.

5.3.2 Definition of a Complaint 
For the purposes of this procedure a complaint is defined as any serious and formal expression of dissatisfaction that requires action or redress. It includes repetitive failure to resolve or address a reported issue; serious failure of agreed service arrangement; serious breach of service agreement; serious inconvenience caused as a result of UCL Accommodation’s or UCL Accommodation contractors’ actions (or inaction) and inappropriate behaviour by a member of UCL Accommodation staff or contractors.  

5.3.3 The Process 
If you wish to make a complaint about your experience within UCL Accommodation, please follow the processes noted below. We encourage all residents to address all complaints in the first instance to UCL Accommodation to investigate and resolve, following the process in Regulation 5.3.4. However, you have a right to issue a complaint via the UCL/Urbanest Student Complaints Procedure at any time (subject to the time limits set out at Regulation 5.3.5). Further detail on the UCL/Urbanest Student Complaints Procedure is set out in Regulation 5.3.5.

5.3.4 UCL/Urbanest Accommodation Complaints Process:

1. Where your complaint does not include a claim for compensation, you should first try to resolve the matter in consultation with the person who has caused the complaint. Details on what constitutes a claim for compensation are set out in Regulation 5.2.
2. If you are unable to resolve the matter with the person who has caused the complaint, or your complaint includes a claim for compensation, then you should put your complaint (including any claim for compensation) in writing to the Accommodation Manager or Deputy Manager via email. Complaints must be submitted to the Accommodation Manager or Deputy Manager within 14 calendar days of the event giving rise to the complaint. Complaints submitted beyond this timeframe will be deemed to be out of time and will not be considered unless there is independent evidence to show compelling reasons as to why the complaint was not raised in a timely manner.  The Accommodation Manager or Deputy Manager will investigate the complaint with all relevant stakeholders and may ask to meet with you to discuss the complaint further. Complaints logged in writing with the Accommodation Manager (via email) will be acknowledged within 3 calendar days and responded to fully in writing within 7 calendar days.
3. If you are unhappy with the response from the Accommodation Manager or Deputy Manager, you should submit the complaint in writing to the Customer Standards Manager including, if you wish, the form of remedy sought. Contact details can be provided by the Accommodation Manager. In order for a complaint to be considered, it must be submitted to the Customer Standards Manager no later than 7 calendar days from the receipt of the Accommodation Manager’s response. If the complaint is received after this time, the Customer Standards Manager will exercise discretion as to whether or not the matter in question is to be investigated. The outcome of your complaint will be issued to you in writing within 7 calendar days of the date you submitted the complaint to the Customer Standards Manager. 
4. If you are unhappy with the response from the Customer Standards Manager you should submit the complaint in writing to the Resident Strategy Director (whose details can be provided by the Accommodation Manager), who will review the complaint and the decision of the Customer Standards Manager. In order for a complaint to be considered by the Resident Strategy Director, it must be submitted to the Resident Strategy Director no later than 7 calendar days after the decision of the Customer Standards Manager is issued to you. If the complaint is received after this time, the Resident Strategy Director will exercise discretion as to whether or not the matter in question is to be investigated. The outcome of your complaint will be issued to you in writing within 7 calendar days of the date you submitted the complaint to Resident Strategy Director. 

Students can expect that consideration of a complaint will have been completed within 35 calendar days in accordance with the timeframes laid out above, but from time to time there may be valid reasons for a delay, particularly in more complex cases. In such circumstances students will be informed of any delay and the reason for it.

Where any of the staff members identified in the complaints process in this Regulation 5.3.4 are unavailable to consider your complaint for any reason at the commencement or during the complaints process, then you will be given details of another staff member who you can submit your complaint to and/or who will deal with the complaint on behalf of the identified staff member. In such circumstances the references to the identified staff member in the complaints process noted above should be read as references to the staff member acting on their behalf.

5.3.5 The Student Complaints Procedure and informal resolution
You have a right to raise a complaint via the UCL Student Complaints Procedure at any time without following the UCL Accommodation complaints process in Regulation 5.3.4, or during that process, or at the end of the process.  You can find details of how to submit a complaint through the link to the Student Complaints Procedure set out below. The notification by UCL Accommodation of the outcome of your complaint at the last stage of consideration of the complaint by UCL Accommodation will also include details of the UCL Student Complaints Procedure in the event that you remain dissatisfied with the decision of UCL Accommodation. Please note that to be considered under the Student Complaints Procedure, complaints must be submitted under that procedure within three calendar months of the event giving rise to the complaint. Complaints submitted beyond this timeframe will be deemed to be out of time and will not be considered unless there are compelling reasons supported by independent evidence to demonstrate why the complaint was not raised in a timely manner. Please see the Student Complaints Procedure (linked below) for further details.

At all times during the processing of your complaint informal resolution is encouraged and students may wish to seek the advice of the UCL Student Mediator or the Students’ Union Advice Service. 

The Student Complaints Procedure is outlined in full on the UCL website.

Section 6: Further Regulations, Guidance, and Instructions to Students

UCL may from time to time update its regulations, guidance and instructions to students in UCL operated Halls to comply with best practice, regulatory and insurance requirements or to otherwise assist the safe and efficient operation of UCL Halls. 
 
You are obliged to comply with any such regulations, guidance and instructions which UCL may make from time to time which will be notified to you by being displayed on notice boards in your Halls.  Notice boards are for important messages and approved notices only. You should check the notice boards regularly for notices that might affect you. 
 
In the event of any circumstances giving rise to public health and/or safety concerns which are also relevant to your Accommodation (including an epidemic or pandemic such as Covid-19), you agree to follow all UK Government legislation and guidance applicable to your Accommodation for the duration of your Tenancy Agreement and to abide by all further guidance, obligations and procedures applicable to your Accommodation which are issued by UCL. 

6.1 Council Tax

If for any reason you become or you cause us to become liable for council tax for the Accommodation (for example, because you are in full time employment or claim social security benefits) then you will pay such council tax (or reimburse us for any sums we pay within 14 days of written demand). 

Section 7: Privacy Policy

7.1 Privacy policy and use of your personal data by UCL 

How we use your personal data is set out in broad terms in the UCL Student Privacy Notice.

UCL Accommodation will use your personal data to provide accommodation for you during the time you are resident in UCL accommodation or other UCL-nominated accommodation e.g., a third-party provider operating under a contract with UCL. Additional information is available on the UCL Accommodation Privacy Policies webpage.

Glossary

Urbanest Tenancy Agreement 2025-26.docx

Urbanest Tenancy Agreement 2025-26.docx

Urbanest General Regulations 2025-26

Urbanest General Regulations 2025-26