Supporting Your Student
Preparing For The next Chapter.
Moving away from home is an exciting milestone, and we know it’s a big transition for parents, guardians and supporters too. At mys, we’re here to help make the move as smooth and reassuring as possible. Whether you’re preparing for your student’s arrival or looking for information about safety, wellbeing and life at mys, you’ll find answers to some of the most frequently asked questions below. Our aim is to give you the confidence and reassurance that your student will be supported as they settle into their new home and begin their journey at their place of study.
Preparing for Student Life.
What should my student bring with them?
We recommend bringing the essentials including:
- Bedding (duvet, pillows, sheets, covers)
- Towels and toiletries
- Kitchen items such as plates, mugs, cutlery, pans, and utensils
(We recommend only bringing what they need, especially if they’re sharing a kitchen with limited cupboard space.)
- Laptop, chargers, study materials, and any tech such as games consoles for downtime
- and we always recommend bringing an umbrella!
How can I help my student prepare for moving away from home?
Moving away to university is exciting, but a little preparation can make all the difference.
We always recommend helping your student build a few basic life skills before they arrive, such as:
- Cooking a few simple meals
- Doing their own laundry
- Managing a budget
What documents will my student need before moving in?
Before arrival, we’ll ask your student to complete any outstanding pre-arrival tasks. This may include confirming any personal details, downloading any apps that will be helpful while living with us, and ensuring any payments due before arrival have been made. We’ll send clear instructions ahead of move-in, so they know exactly what needs to be completed before they arrive.
When can my student move in?
Your student’s tenancy agreement states their start date, and this is the day they can move in from, if they wish to arrive later than that date that is not an issue. Your student will receive an email asking them to book a check-in slot 30 days before their start date. This helps us to manage arrivals efficiently and gives each resident plenty of time to check in and settle into their new home.
What if English isn’t my student’s first language?
We welcome students from all over the world. If your student isn’t completely confident speaking English when they arrive, that’s absolutely fine. They’re welcome to use a translation app when speaking with our reception team, we’re always happy to help.
Moving In & Settling In
What happens on move-in day?
Our team will be on hand to welcome your student, help them check in, collect their keys and answer any questions they may have.
Before arrival, your student will receive an email inviting them to book a check-in slot. We ask all residents to book a slot so we can prepare for their arrival, ensure the right number of team members are available to welcome everyone, and help make move-in day as smooth and efficient as possible.
To support residents with different needs, we also offer dedicated quiet check-in slots for those who may benefit from a calmer arrival experience, such as nuerodivergent residents or anyone who would prefer a quieter environment.
Will my student have opportunities to meet other residents?
Absolutely. We run welcome events at the start of the year to encourage students to get to know one another and find those connections at the beginning of the year. We then continue to run regular social events throughout the year designed to help residents meet others and feel part of our community.
We aim to offer activities that suit a range of personalities and interests, so whether your student is outgoing or a little quieter, there are plenty of opportunities to get involved.
What is my student feels lonely or struggles to settle in?
It’s completely normal for some students to take a little longer to settle in, especially if they’re living away from home for the first time or moving from another country.
Our reception team are here to support residents throughout their stay. We’d always rather a resident came down for a chat than sat alone in their room feeling isolated. We have Mental Health First Aiders across our sites for additional support.
We also have signposting in each bedroom, so alongside being able to contact one of our team, they have access to range of resources via the Hub of Hope.
How can I support my student during their first few weeks?
The first few weeks can be a big adjustment, and everyone settles in at their own pace. Regular check-ins, encouragement to attend welcome events, and reminding your student that it’s normal to feel nervous can all make a big difference. We also encourage residents to speak to our team if they need any support, we’re always happy to help.
How often should I expect to hear from my student?
We always suggest making a rough plan for keeping in touch before move-in.
The first few weeks can be very busy, and students sometimes get caught up settling in, meeting people, and starting university life, so a quick message home can easily be forgotten!
Having an agreed check-in plan can give everyone a peace of mind.
Although it can be a big adjustment for families, all of our residents are aged 18 and over, or will turn 18 during the academic year, and we treat them as independent adults. This means we’re unable to share personal information or updates about their stay unless they have given us permission to do so.
Living at mys
Can family or friends stay overnight?
Yes. We know friends and family may want to visit during the year. Residents are welcome to have guests, including overnight visitors, although the rules can vary slightly between our buildings. If your student is unsure of the guest policy for their accommodation, our onsite team will be happy to advise.
What if my student has issues with flatmates?
Living with others can sometimes come with challenges, and that’s completely normal. If your student is having difficulties with flatmates, they’re welcome to come to reception for advice and support. We’re always happy to help residents work through any issues and find a positive resolution.
What if something in their room stops working?
Residents can report maintenance issues in two ways:
- Through the mys app
- By visiting reception in person.
Once reported, we’ll arrange for our onsite maintenance team to attend. We recommend that residents report maintenance via the app, as this allows residents to upload extra information such as photos/videos of any issues which gives our maintenance team extra guidance on how to resolve this issue before even attending your students room
Can I send parcels or post to my student?
Yes. Parcels and post can be sent directly to the building; please make sure they’re clearly addresses with your student’s full name and room number. Letters/parcels small enough to fit into their letterbox will be posted there, larger items will be accepted at reception for them to collect when they receive the notification that they have a parcel.
Are there laundry facilities?
Yes. Each of our buildings has an on-site laundry room that residents can use throughout their stay, these are provided and managed by Circuit Laundry. Full details on how to access and use the facilities will be provided when your student moves in. We recommend downloading the circuit laundry app before move in day, so your student is ready to go, there is a link to this in the student handbook.
Can my student personalise their room?
We want every resident to feel at home. Your student is welcome to bring photos, soft furnishings and other decorative items to personalise their room. We simply ask that they don’t make any permanent changes, stick things to the walls or use anything that could damage the room.
Safety & Support
How secure is the building?
Resident safety is extremely important to us.
Our buildings benefit from:
- A gated setting
- Secure access control systems
- CCTV coverage
- Security Staff
These measures help provide both security and privacy for our residents. Please speak to the accommodation team if you ‘d like more information about the security measures in place at your students building.
What happens is my student gets locked out?
If a resident gets locked out:
- During office hours, they can come to reception, and we’ll help them access their room.
- Outside office hours, they can call our helpdesk, and a member of the team will attend site to assist.
Is there staff available outside office hours?
Yes. Our buildings have site-specific out-of-hours support arrangements to ensure residents can access assistance whenever it’s needed. Depending on the location, this may include on-site security staff during evenings and/or weekends. If your student requires urgent assistance outside reception hours, they can contact the relevant out-of-hours team using the emergency number displayed throughout the building and in the mys app.
What should my student do in an emergency?
If there is an immediate risk to life or a medical emergency, your student should call 999 straight away. Once it is safe to do so, they should also inform our team so we can provide any additional support required. For emergencies relating to the building, such as loss of power or urgent maintenance issues, they should contact our out-of-hours emergency line.
Who can my student speak to if they need support?
Our reception team is often the first point of contact and is always happy to help. Whether your student has a question, needs advice or simply wants someone to talk to, we’re here to support them.
We know that support looks different for everyone, which is why we regularly host wellbeing events and informal drop-in sessions where residents can chat with our team in a relaxed environment, often with a sweet treat or hot drink to enjoy at the same time.
We’re also proud to support the Chasing the Stigma – Hub of Hope campaign. Every bedroom includes information signposting residents to the Hub of Hope, helping them access local and national support services whenever they need them, whether they’re in their room or out and about.
Where appropriate, we can also signpost residents to their university, college or place of study, as well as other specialist support services in the local community.