Arrivals FAQS

Find answers to common questions about arriving at York, your accommodation and getting settled in.

General queries

I have a general question - who can I contact?

For general questions, you can go to your STYC Central, who will be able to signpost you to the correct service.

You can also go to our campus receptions at the Information Centre (Campus West) or Ron Cooke Hub (Campus East). They’re open from 7am until 11pm.

Drop in in-person or see our information on receptions for phone or email contact details. Be aware they may not be able to respond to emails straight away.

How long will something take to get sorted out?

We want your arrival at York to go as smoothly as possible, but sometimes - despite our best efforts - problems can happen. Luckily, there are many teams of people who can support you in getting things sorted, but this might not happen immediately, as we're welcoming thousands of students at the same time. If you are asked to wait, please don't worry - we will get you sorted out as soon as we can.

Campus accommodation

I’ve locked myself out of my room - what do I do?

Between 7am and 11pm, go to your nearest campus reception desk at the Information Centre (Campus West) or Ron Cooke Hub (Campus East).

Between 11pm and 7am, contact Campus Safety:

via the SafeZone app
or phone +44 (0)1904 32 4444
or use the Safe Haven button at your college

My key card is not working - what do I do?

Between 7am and 11pm, go to your nearest campus reception desk at the Information Centre (Campus West) or Ron Cooke Hub (Campus East).

Between 11pm and 7am, contact Campus Safety via the SafeZone app, phone +44 (0)1904 32 4444 or use the Safe Haven button at your college.

There is a problem with my room - who do I contact?

See how to report a problem with your accommodation.

If you have an emergency outside of office hours, contact Campus Safety on +44 (0)1904 324444.

I don’t like my room - can I do anything?

If you're unhappy with your room, don't worry – depending on your circumstances and room availability, you may be able to change your room.

Something in my room doesn't work, or needs fixing - how do I get this done?

If you have a maintenance issue, you can report it online or by phone +44 (0) 1904 325555.

Out of hours, call: +44 (0) 1904 324444

See how to report a problem with your accommodation for more information.

I want to leave my accommodation - How would I do this?

If you'd like to leave your University accommodation, you can only end your accommodation agreement in certain situations. These include withdrawing from your course, taking a Leave of Absence (LOA), undertaking a placement as part of your study programme, or finding a suitable replacement student to take over your accommodation agreement, subject to approval by Accommodation Services.

I’m struggling to connect to the network

You should use the eduroam network to connect your laptop, phone or tablet to the internet

If you’re connecting for the first time, select UoY Setup from your available WiFi networks and follow the instructions.

If you’re still having trouble connecting, see our WiFi network webpage or contact IT Services.

Wellbeing

I have a safety or security worry on campus - who do I contact?

If you have a safety or security concern, contact Campus Safety via the SafeZone app, phone +44 (0)1904 32 4444 or you can also use the Safe Haven button at your college.

I’m feeling overwhelmed - who can help?

Arriving at university can be an overwhelming experience and there are lots of people who can help you settle in. You can chat with our Student Wellbeing Officers (SWOs), who are familiar with common worries and can give advice and reassure you.

College Wellbeing Officers (CWOs) are available to help if you need to talk about the non-academic side of student life. They are available to all students, whether you live on campus or not. They have regular drop-ins sessions or you can email to book an appointment.

I’m a parent and I’m worried I haven’t heard from my child for a while - what should I do?

Staff are unable to give out any information about a student to a third party. This includes parents, spouses, siblings, friends, and fellow students.

However, if you are seriously worried about a student's wellbeing, you can contact the Student Hub to raise a concern.

While we may not be able to share information with you about the student, we will take your concerns seriously and follow the appropriate procedures.