A step-by-step guide

When something in your flat breaks or stops working properly, no matter how small, it’s always best to report it as soon as possible. The sooner you let your accommodation team know, the quicker they can sort it. Ignoring a small issue (like a blocked drain or broken heater) can lead to bigger problems down the line, and nobody wants that.

Here’s exactly what to do if something goes wrong in your room or shared spaces.

Step 1: Identify the issue

Whether it’s in your bedroom, kitchen, bathroom or communal areas, take a moment to note what’s not working. Be specific, for example, “the extractor fan in the kitchen isn’t turning on” or “the shower is leaking at the base”. The more detail, the better.

Step 2: Take a photo (if you can)

If it’s a visible issue, like mould, a leak or a broken appliance, snap a quick photo. This can help the maintenance team understand the problem faster and come prepared with the right tools.

Step 3: Report it through the maintenance system

• Go to the Student Portal > New to CU > FutureLets (you'll be able to access this once you have enrolled)
• Click 'Maintenance Requests' on the left menu
• Click 'Estates Self Service' - bookmark this now!
• Select the box on the far right 'Student Accommodation Faults'
• Enter your accommodation and your room number (*If you have a studio and the fault is in your own ensuite, select 'Bathroom' and NOT studio)
• Once you've selected your room, select which area the fault is in
• Click 'Submit' when you're done

You will receive a report number and email to keep you updated with the progress of the repair. 

Step 4: Be aware of response times

Most non-urgent issues are fixed within a few working days. Urgent or emergency issues (like a major leak, loss of power or heating) are usually dealt with much faster. If you're ever unsure whether something is urgent, don’t hesitate to ask reception.

There are different levels of response:

• Emergency or Urgent Problem, such as a gas leak, lift fault or burst pipe: You will get a response within 4 hours
• Important Response, such as a security system fault: You will get a response within 24 hours
• Non-Urgent Response, such as a flickering light or a corridor light not working properly: You will get a response within 7 days
• Routine Issue, such as a faulty cupboard door or broken bathroom tile: You will get a response within 28 days

Note: These are the maximum amounts of time you will wait for a response, but you will most likely get a response much sooner! 

Step 5: Make sure someone’s in if needed

If maintenance staff need to enter your room to deal with the problem, make sure you’re available/give permission for them to enter when you’re not there. They’ll always knock first and will carry ID.

Step 6: Follow up if needed

Still waiting after a few days? You can check the status of your request via the portal or ask your reception team for an update.

Top tips:

• Report it sooner rather than later, issues don’t fix themselves!
• Don’t try to fix anything yourself. Especially electrical stuff.
• Always be respectful to staff, they’re here to help and will do their best to resolve things quickly.

Keeping your halls in good condition is a team effort. So if something breaks, leaks or just doesn’t seem right - get it logged and let the experts handle it. You’ll thank yourself later.