Living away from home is difficult and you may find yourself in an emergency situation that you need to deal with. This guide will go through the emergency procedure at urbanest student accommodations, as well as give general advice on who to contact during an emergency.


Emergency Services

The most important information to know is how to contact emergency services. If it is a serious situation such as an immediate risk to life, do not hesitate to ring for help.

  1. Dial 999 (or 112, which is the emergency number across the EU)
  2. Request emergency department (police, fire, ambulance, or coast guard)
  3. Give details of the situation
  4. Provide address
  5. If you’ve directed emergency services to the accommodation, please inform staff as soon as possible

The UK emergency services is a national operation, so no matter where you are or what time it is, they can help you. Remember, Accident & Emergency (A&E) departments exist for both physical and mental health emergencies.

If you have a medical issue but do not know if it requires urgent care, you can call 111 and get advice.


Resident Welfare

If you are concerned about another resident, there are a few things you can do. In a serious situation, we would highly recommend reaching out for support rather than trying to deal with another resident in crisis by yourself.

If it is during normal operating hours, please contact the on-site support team for immediate help in contacting the resident.

If it is out-of-hours or you are not on-site, you can contact our emergency line: +44 (0)203 167 7913 and request to speak to the out-of-hours welfare team. Please respect that this line is for emergencies only.

If you believe there is a serious risk to safety or life, contact the emergency services which can provide additional support.


Mental Health Support

If you are struggling with your mental health then it is best to reach out for support as soon as possible.

For non-emergent issues, make an appointment with your GP or with your university support team to find out what options are available to you. Follow the NHS guidelines for more information.

If you would like to reach out to someone, there are many third-party organisations that provide helplines and listening services. These organisations can be accessed by calling or messaging online and can help you manage stressful situations.

student health service


Emergency Maintenance

Generally, you can report maintenance issues through the urbanest portal and our maintenance team will aim to deal with this during the same week (depending on when the request was made). We know that sometimes, things are a lot more urgent and need fixing immediately such as a leak.

In the case of an emergency, please contact the on-site support staff for immediate help. We would also ask that you log the issue through the portal to create a maintenance ticket so we can monitor progress.


Locked out of your room

Forgetting your key is bound to happen to us all at some point! If you find yourself unable to get back into your room, just come down to reception and let the staff know.

Getting a replacement key or someone to let you in is a simple process but you will have to provide an ID so we can verify you are the resident of that room. If you don’t have an ID on you (if you’ve forgotten your keys, you probably have empty pockets!), you can answer some security questions. These will be pre-set when you arrive, so make sure you remember the answers.

Who do I put as my emergency contact?

When you move into urbanest accommodation, you need to provide us with an emergency contact. This is the person that we get in touch with if you have a medical emergency or need support.

We require that this person is over the age of 18 and preferably a next-of-kin (usually a family member of guardian). While emergency contacts do not need to reside in the UK, they do need to have the legal power to make decisions on your behalf if you are not able to.


urbanest is proud to provide a high-quality student experience for all of its residents. Our 24/7 on-site staff and there to support you with any issues you have during your stay