Policies and contracts

When you accept a tenancy agreement for our accommodation you will be agreeing to a legally binding contract, as would be the case with any lettings agent. Some of our halls of residence are owned or operated by third parties. Tenancies for these halls are subject to specific terms and conditions which differ from those of our university-managed residences. 

Once you have digitally signed your accommodation contract with us, please note that you will have entered into a fixed-term legally binding financial agreement. If you do not wish to commit to the contract and its associated terms and conditions including the dates the contract covers, please do not confirm your acceptance of the agreement. It is not possible to cancel your accommodation contract or the dates it covers if you change your mind later even if you choose not to move in.

About the Accommodation Bureau

We support new and continuing students in applying for their university accommodation. We offer accommodation in our halls of residences and manage a head lease scheme of student houses.

We also provide support to residents in university accommodation who encounter problems or difficulties, and can provide advice on most accommodation issues.

Our customer promise

We adhere to the following customer promise:

"We are committed to providing a professional and friendly service that invests in your future."

We do this by:

  • Delivering consistent, high-quality service
  • Being honest and transparent
  • Listening responding and growing with our customers' needs
  • Ensuring that our services have a significant and positive net impact on society and that we promote sustainable living throughout the university
  • Showing respect and integrity.

Customer service standards

Oxford Brookes University recognises the importance of providing a good and consistent level of customer service. For this reason, the following set of Customer Service Standards have been adopted and implemented.

Personal callers

  • Reception and Hall Offices will be staffed at all times during published reception opening hours.
  • Notices will be put up if an office is not staffed stating why and when it will re-open. All notices to be dated.
  • If the Receptionist or Hall Office staff has stepped away from the desk for any reason (passing on messages, etc.) other members of the team available will assist personal callers/visitors as required.
  • All personal callers/visitors will be greeted in a welcoming and courteous manner.
  • In order to deal effectively and efficiently with enquiries, mobile telephone calls are not permitted by staff or visitors in the reception or Hall Office area. Personal callers/visitors may use mobile text if necessary.
  • Accommodation and Hall staff will not accept offensive, threatening or inappropriate behaviour or comments from personal callers/visitors. Any personal callers or visitors who conduct themselves in an inappropriate manner will be required to leave.


  • All calls will be answered courteously and by informing the caller which department they have reached and who they are talking to.
  • All calls will be answered during office hours within five rings by a member of the team.
  • If people are not available to take calls, reception or Hall Office staff will be notified and telephones will be diverted to an alternative appropriate number or a messaging service will be activated which clearly explains the time frame for a response.
  • If the receptionist is busy with personal callers and the reception/office telephone rings, any other available staff will answer the call within the agreed 5 rings period from their own telephone or will pick up the call at reception (whichever is more practicable).
  • If abusive, threatening or offensive calls are received the caller will be informed that the call will be terminated if it continues. If the caller continues in an abusive, threatening or offensive way the call will then be terminated.

Written correspondence

  • All written correspondence will be on university approved headed paper and will be dated with the date of posting.
  • Written correspondence will be responded to within five working days. If investigations need to be undertaken or information collected to furnish a full response, a letter of acknowledgement will be mailed stating the time frame for a full response.

Email correspondence

  • Emails will be responded to within 24 hours on a working day where appropriate. Emails received over the weekend or during statutory holidays will receive a response the next working day where required.
  • Staff will activate an email auto-response prior to taking leave which states when they will return to work.
  • Where possible an auto-response will be utilised to answer FAQs.
  • If it is necessary to forward an email to a third party, a response will be notified to the sender of the original email as described above.

Halls out of office hours

  • The hall sites are covered by staff after the offices have closed.
  • There is out of hours support available on site to assist you. The quickest way to contact them is by telephone. This information is made clearly available at the Hall Office.
  • If you need urgent help and/or support outside of published office hours, please contact the Duty Warden for assistance via telephone (telephone numbers will be clearly available).
  • Duty Wardens are available on a rota basis and are not always individually available all through the week. If there is a particular warden you want to speak with, please email them directly using the site-specific warden email address.
  • The warden team will respond to your email at the earliest opportunity.
  • On most sites there is additional security available out of office hours for lock outs, noise issues etc. This information will be clearly available with the warden details.

The Student Accommodation Code

Oxford Brookes offers accommodation for new and existing full-time students who wish to live in our halls and shared houses.

Oxford Brookes University's Halls of Residence and Accommodation Services comply with the UUK Code of Practice. Further information on the code can be found on the Universities UK website.

The Student Accommodation Code

Privacy policy

Oxford Brookes University and our third party residence providers, Unite Students Ltd and A2Dominion, will process data in order to arrange accommodation contracts. The data controller is Oxford Brookes University. We hold nomination agreements with the third party providers so that students can be nominated to stay inside their student residences. We will pass on necessary information to these providers, as detailed in our Privacy Notice.