The ANUK/Unipol National Code: What It Means for Your Student Home
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Choosing where to live while you study matters. You deserve to know exactly what standard your home is held to, and who checks that those standards are met. Urban Student is a member of the ANUK/Unipol National Code. Six of our Bristol properties are registered under the Code and meet its independent, published standards.
This page explains what the Code covers and what it means for your stay.
Key Takeaways
- Urban Student is a member of the ANUK/Unipol National Code
- The Code sets independent standards for costs, repairs, safety, support, deposits and complaints
- You have a right to clear information, a well-maintained home, and a formal route to raise any concern
- Six Urban Student properties in Bristol are registered under the Code
Our registered properties
The following Urban Student properties are registered with the National Code:
- 18 Charlotte Street
- 48 Park Street
- 56 Park Street
- Charlotte Rise (14-16 Charlotte Street)
- Manor House (Park Lane)
- Prince Rupert House (Tyndalls Park Road)
The standards described on this page apply to these properties.
What is the ANUK/Unipol National Code?
The National Code is the UK’s quality standard for managed student accommodation. It is overseen by ANUK (the Accreditation Network UK) and Unipol. Providers join voluntarily and commit to standards across property management, safety and fair treatment. Membership is independently reviewed.
The Code covers every stage of your time with us. It starts before you sign your agreement and runs through to your deposit being returned.
Clear, honest information before you move in
The Code requires accurate, transparent information before you commit. Here is what that looks like at Urban Student.
Accurate property descriptions
Everything we show you reflects the property as it is. Room types, bed spaces and what is included are described clearly on our website. If anything changes, we update it promptly.
Transparent costs
Before you sign, you receive a clear breakdown of your rent. That includes when it is due, how to pay, and what is covered. At Urban Student, your rent includes electricity, water, heating, Wi-Fi, fortnightly cleaning, contents insurance and laundry. There are no hidden fees. You receive a receipt for every payment.
Wi-Fi
The Code requires that we explain exactly what broadband is provided and what speeds you can expect. Wi-Fi is included at every Urban Student property. We are upfront about coverage, speed and any device registration limits.
Your agreement
You receive a full copy of your agreement at signing. The Code requires that agreements are fair and free of unfair terms. They must comply with the Consumer Rights Act 2015 and the Tenant Fees Act 2019. We cannot ask for any payment beyond a deposit or rent before you sign.
A home that is properly looked after
Repairs on a clear timescale
The Code sets three repair priorities:
- Emergency (risk to your safety): within 24 hours
- Urgent (affecting your comfort): within five days
- Non-urgent: within 28 days
You are told how to report a repair and who to contact. At Urban Student, four on-site maintenance staff look after all fifteen properties. They know each building and can respond quickly.
Cleaning and communal areas
You are told when communal areas are cleaned and maintained. At Urban Student, fortnightly cleaning of your apartment is included in your rent. Our cleaning team has regular scheduled access, so there is no disruption.
Your room, properly furnished
Every study bedroom includes a bed, adequate storage, a desk, a chair, and curtains or blinds. All furniture is clean, in reasonable condition, and meets fire safety regulations. At Urban Student, apartments are fully furnished, including bedding, towels, cookware and utensils.
Laundry
Laundry facilities are provided, with a washer-to-resident ratio of no more than 1 to 75. At Urban Student, laundry is free. Many of our larger apartments have an in-flat washer-dryer, and every building has a communal laundry room.
Access and privacy
The Code requires 24 hours’ notice before any inspection or maintenance visit to your room. Contractors are escorted on and off site where practical. They will not enter your bedroom against your wishes, except in an emergency. Cleaning visits follow the schedule you are given at the start.
No fines or service cuts
The Code prohibits internal fining systems. If there is damage, it comes from your deposit or through proper legal channels. Your services will never be cut off because of a debt.
Your safety and security
Gas and electrical safety
Gas appliances are serviced annually by Gas Safe registered engineers. You receive proof of this. Electrical installations are tested and certified, with any issues addressed within the timescale on the report. Carbon monoxide alarms are fitted where required.
Fire safety
Every property has fire safety installations, including escape routes, automatic fire alarms and emergency lighting. Fire risk assessments are carried out by a competent person and reviewed every year. You receive clear written fire safety guidelines when you move in. Fire safety notices are displayed in all rooms and communal areas. Evacuation plans are reviewed and updated annually.
Building security
External doors are strong and secure, with locks that open from inside without a key. Intercom systems prevent access unless you confirm who the caller is. Ground-floor windows are lockable. A security plan is in place for every building, and it is available to you on request. At Urban Student, every property has 24/7 on-site support, CCTV and most have secure mobile key access.
Emergency planning
A detailed emergency plan is prepared for every building and reviewed annually. Staff are trained on the plan and know their role if something happens.
Support when you need it
The Code recognises that a good student home goes beyond the building itself.
Wellbeing and mental health
Information about support services, wellbeing and mental health help is clearly available to you. This can be on a noticeboard, an online portal, or both. Staff receive training on how to respond when they are concerned about a resident.
Registering with a GP
You are given information on how to register with a local GP practice. We encourage you to do this early in your stay.
Crisis response
The Code requires procedures to contact relevant organisations if we believe you may be at risk. That includes the NHS and the university. Out-of-hours staff have access to mental health information and support resources.
Your deposit is protected
Your deposit is registered with a government-approved Tenancy Deposit Protection scheme within 30 days. You receive information about how it is protected and what happens at the end of your stay.
When your stay ends, your deposit is returned within 10 days of agreeing what you get back. If there is a dispute, it stays protected in the scheme until it is resolved.
You are given clear written guidelines on cleaning and arrangements for the end of your stay. If any deductions are proposed, we tell you within 10 days, with reasons.
If something is not right
We are a small team and we know our residents by name. Most things are resolved with a conversation. But the Code gives you a formal route if that is not enough.
Our complaints process
You can raise a concern by phone, email, a video call, or in person. We acknowledge every complaint within three days and give you a written response within ten. If we need more time, we explain why and give you a date.
If someone on our team is the subject of your complaint, they are not involved in handling it. You are welcome to have a parent, guardian or representative act on your behalf.
Independent escalation
If your concern is not resolved within 28 days, you can take it to the Code’s Complaints Investigator. They will look into it and seek a resolution. If that does not work, the matter can go to a Tribunal.
No resolution will ever include a non-disclosure agreement. The process is open and transparent.
Equality and fair treatment
The Code requires that no applicant is treated less favourably than any other. If you have a disability, reasonable adjustments are made. Adapted rooms are priced at the standard rate or below. Where communal toilet facilities exist, provision is made for gender-neutral use.
Frequently Asked Questions
Is Urban Student a member of the ANUK/Unipol National Code?
Yes. Six of our Bristol properties are registered under the Code: 18 Charlotte Street, 48 Park Street, 56 Park Street, Charlotte Rise, Manor House and Prince Rupert House.
What does the Code actually cover?
It sets independent standards for costs, repairs, safety, wellbeing support, deposits and complaints. It applies from before you move in to after you leave.
What if I need to make a complaint?
Raise it with us first by phone, email or in person. We acknowledge it within three days and respond within ten. If you are not satisfied after 28 days, you can escalate to the Code’s Complaints Investigator.
Is my deposit protected?
Yes. It is registered with a government-approved scheme within 30 days. It is returned within 10 days of agreeing the final amount.
Can my parents raise something on my behalf?
Yes. Parents and guardians can act as your representative. Just let us know in writing.
Where can I read the full Code?
The full Code of Standards is published at nationalcode.org.
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