What happens when I check in?
When you check in you will either be met at the property by a member of Anglo staff, or left instructions on how to pick up your keys. Some of our buildings have an on-site Manager, or a 24 hour reception in which case you would pick your keys up there. If you are unsure of the check in procedure then please click here to email us

Do I have an orientation to my apartment?
Yes, all students have an orientation to their apartments. Sometimes this is on the day of arrival, other times it might be the next day. If you are an individual student please ask about your orientation session. All students are offered a follow up session to their orientation

What happens if I don't know how to work something in my apartment?
Ask! If you are unsure how to work something then we will send someone over to assist you, or provide you with written instructions

Where will my accommodation be located?
All our accommodations are located in either zone one or two. You will be advised of your accommodations before you arrive.   There is more information on all our apartments located in the housing section of the website.  

Do I need to bring towels?
Yes, all students are expected to provide their own towels unless otherwise agreed. If you are unsure please ask.  

Can I have my own room?
The majority of our buildings do not have the facilities for single rooms.  

Do I need to bring bed linen?
No, all bed linen is provided. Please make sure that if you bring your own linen it is clearly marked, and well away from the bed on linen change day. We cannot be held responsible for any linen that is taken by mistake, unless it has been removed from the bed and clearly labelled.  

Do I have a phone in my apartment?
Yes, the majority of our apartments have phones that are programmed to accept incoming calls only. You are able to dial out using a phone card or an 0800 number.

Who will I be sharing my apartment with?
Normally you will be sharing your apartment with students from your home campus. On occasions you will be sharing with students from other colleges. If this is the case you will be advised in advance.  

Can I choose who I share with?
To a certain degree yes.   Anglo American will ask your college for a rooming list. Unless you are an individual we do not allocate you a specific space in a room.

Will I have laundry facilities?
The majority of our accommodations have laundry facilities on-site. Some of our buildings have washing machines only, others have washer/dryers. Please note, washer/dryers in the UK are very different to those in the US, and they will never completely dry your clothes!

Will I have a television?
Yes, all our apartments have TV sets with terrestrial channels. Our buildings do not have cable or Sky TV

Will I have a DVD player?
Unfortunately we are unable to provide DVD players. If you wish to purchase one then they can be found very cheaply at your local Argos or Woolworth's. Don't forget that if you want to play US DVD's then you will need to buy a multi-region player.  

Do I have computer facilities in my building?
Many of our buildings have Wireless Internet facilities. Please see each individual building page for further information.  

What happens if my wireless is not working?
Whatever you do please do not try and fix it yourself. Call the Anglo American maintenance line, and we will endeavour to fix it. Please note, if it is a fault with your computer rather than the Internet facilities we will help in any way that we can, but cannot be held responsible for any problems related to your computer.  

How far will my apartment be from the nearest tube station?
All our apartments are within a 10 minute walk of a tube station, many are within 5 minutes. All of the buildings are within a few minutes walk of a bus route.

What do I do if I have a maintenance problem?
All of our buildings have a maintenance board. Your first point of call should be this board. All members of Anglo American staff check the maintenance board whenever they enter and leave a building. This is the quickest way to report a problem, as it will be dealt with there and then, if possible. You can also use our online maintenance form. Your other option is to call the Anglo American freephone number and report the problem. If it is an emergency then someone will come out as soon as possible.  

How do I know when my maintenance issue is dealt with?
If you put a notice on the board then it will be initialled or marked as done. Some smaller issues, such as lightbulbs needing to be changed may not be marked on the board, they may just be dealt with. If the problem is more serious and cannot be fixed then a note will be left in your apartment advising you of the next step.

What happens if my maintenance issue is not dealt with?
Sometimes, as good as our service is, we might miss something, or a follow up is not done as timely as we would like. If this is the case please feel free to call us on the freephone number, and we will advise you of the status of your problem.  

How do I know what is an emergency and what is not?
All apartments have a handbook in them. In the handbook there is a section that tells you what is and is not an emergency. If you are unsure then please check in the handbook or just call us and we will clarify for you.  

What happens if I lock myself out?
Whilst we accept that lockouts do happen, and we will come out as soon as possible please be aware, that outside of working hours it can take around 45 minutes to reach you. If you can possibly avoid calling us please do so.  

What happens if I lose my key?
Unfortunately lost keys will have to be charged for. Please ensure that you do not have anything with you identifying your address with the keys, as this means we will have to change the locks for the whole building.  

What happens if I have an emergency and need to contact Anglo American staff?
If you need to contact staff then you can use any one of the emergency numbers. Please see the contacts page for further information. We have a 24-hour on call services for all our students

Where should I have my mail sent?
We would recommend that you have parcels sent to our main admin office. When we receive the parcels we will either have them delivered to your housing within a few days, or you can come and pick them up. Please make sure that your parcels have the following information on them; your name, your college, the flat and building you are in. For example;

Jane Smith
University of X, House/Flat X Y Building
C/o Anglo American Educational Services
Please ensure you have all this information on your parcel, or it may make it a lot harder to get it to you.  

Do I have kitchen facilities?
Yes, all of our apartments have kitchen facilities. You are expected to provide your own washing up liquid, dishcloths etc though.

Can my friends stay in my apartment when they come to visit?
Unfortunately overnight guests are strictly prohibited. If you do have friends and family who are coming to visit then please let us know, and we can assist you with arranging accommodation for them

When will my apartment be cleaned?
Your cleaning day will be posted on the notice board in your building. If this day is changed for any reason you will be advised.   Please note, if your regular cleaning day is a Tuesday and you check out on a Wednesday then you will not get a cleaner visit that week, as all apartments are deep cleaned when students leave

What will my cleaner do when she comes in to clean?
Your cleaner will do the following;

• Hoover and dust all common parts
• Take out the garbage, as long as it is bagged up correctly. Please note, during the week you should take out your own garbage. It is not the cleaners job to clear a weeks worth of trash away
• Replace bed linen
• Clean the bathroom
• Clean kitchen surfaces. The cleaner will not do your washing up for you. You should also ensure that surfaces are clear to enable your cleaner to clean sufficiently

What should I do if my apartment is missing certain items?
Please let us know. We will provide anything that we can. However, certain items are not provided. If you are unsure then just ask.

What happens if I break something?
We realise that breakages do occur, and are happy to replace things, within reason. If you break every glass in your apartment though, there will be charges.  

Who else has access to my apartment other than me?
Your regular cleaner has access to your apartment on your cleaning days. In addition, Anglo American staff have access to your apartment in order to carry out routine maintenance. All our staff carry Anglo American ID cards and will be happy to show you this if you wish to see it. We always knock before entering any apartment.  

What happens when I check out?
A week or so before you check out you will be issued with a letter detailing the check out procedure

I am staying an extra night in London.   Can I stay in my apartment?
Yes, normally this is not a problem. On occasions when we have other colleges moving straight in it might not be possible. In these instances we will assist you in arranging hotel accommodation. If you do need to stay an extra night please email us and we will arrange for this. There is a nominal charge for additional nights accommodation.