Help & Assistance

If you have any problems in your room or flat, e.g. you are locked out, are unwell, need a repair or have a problem with a neighbour, we have staff on hand 24 hours a day to help.

Accommodation Office

All Residences are served by the Residences Team and we can be contacted in the following ways:

Phone: 01970 622900 - 24/7 Campus Life Helpline

Phone: 01970 622984 during office hours (08.30am - 6.00pm, Monday to Friday)

E-mail: accommodation@aber.ac.uk

In person: Visit the Accommodation Office, based in Y Sgubor, Fferm Penglais (Open 08.30am - 6.00pm, Monday to Friday).

             

image portersPorters

Out of office hours you can contact our friendly porters in the following ways:

Phone: 01970 622900 - 24/7 Campus Life Helpline

In person: Our Porters are based at the Penglais Campus Reception

 

Emergency Services

If you require an Ambulance, Police, Fire or Coastguard you should immediately call the Emergency Services on:

External telephone - call 999 or

Internal telephone - call 222

The nearest hospital is Bronglais General Hospital, located on Penglais Hill, approx. 0.4 miles from the main campus.

 

Campus Life Complaints Procedure

Campus Life provides Cleaning, Portering and Security Services across all University buildings, along with the Management of the University portfolio of almost 4,000 study bedrooms and adjoining areas.  The department is responsive to the needs of our students and welcomes comments and complaints as a means of improving services.

From time to time things don’t go quite right, or we may not meet your expectations from the service we provide but we will always be able to give you an explanation of how a decision has been made.

This procedure is designed to deal with complaints from Aberystwyth University Students, living in University Owned and Managed Accommodation, and provides information on:

  • How to make a complaint
  • How you can expect us to deal with it
  • What you can do if you are unhappy with our response

Informal complaints

Should you have a complaint regarding part of the service provided by Campus Life, that you contact us as soon as possible, to allow an opportunity for a quick investigation and response.

In the first instance please contact our Campus Life Reception, either in person at:

Y Sgubor,

Fferm Penglais,

Aberystwyth,

SY23 3BY

or by emailing/calling via accommodation@aber.ac.uk / 01970 622984. Please note that reception office hours are Monday to Friday, 8.30am – 6pm.  Should you have an urgent complaint, especially in relation to the reporting of Health & Safety issues, contact the Campus Life 24hour Helpline on 01970 622900.

Your complaint will be acknowledged within 72 hours (excluding weekends, public holidays and official University holidays) and responded to fully within 10 working days of receipt of the complaint. If, due to exceptional or unforeseen circumstances we are unable to provide a full response, we will inform you of this and keep you informed of the progress.

University Formal Complaints Procedure

Following the informal complaint stage, should you believe that the complaint has not been resolved satisfactorily, you can escalate your complaint via the University formal complaints procedure.  This is co-ordinated by the Academic Quality and Records Office and full details can be found on their Complaints Procedure page.