COVID-19: Information for current and new tenants FAQ & Info

0114 272 2400

Student Accommodation Sheffield


Information & Online Portal

Pay your rent


Our tenant portal allows you to check your account with us and pay your rent bills online. Click the button to log on. Your logon details will have been provided with your welcome pack. For assistance please see see our Tenant Portal User Guide or contact us.

Tenant Portal Login


Report some


All maintenance at your property should be reported via our on line form, below (only phone in the event of an emergency). This form is for the use of our tenants only.

Report Maintenance

Please note we do not replace standard light bulbs or standard spotlight bulbs, you are responsible for changing these yourself. You should only contact us to report a light fitting if it is a sealed unit or if after having replaced the bulbs it is still not working (unnecessary call outs will incur a charge)

Information for


Information for new tenants including how to sign up: Tenant FAQ

Outside Office Hours

We do not offer a 24 hour call out service.

Most defects are NOT emergencies and should always be reported within office hours by email & we will deal with it on our return.

In the event of a more urgent problem such as loss of all power/electric or a major leak:

In the first instance with loss of power please check the National Grid website to check if this is a mains power cut, if so you will be able to receive regular update from them.

If you have a major leak, in the first instance please try & isolate the leak & turn off the nearest water supply.

If you do need advice please call the West One Concierge on 0114 2729687 who will try & assist you if they can. (Note: Lost keys, faulty alarms going off etc. are not classed as emergency!)

Home Information Packs

See please the Home Information Pack App on your Smartphone/Computer

If by any chance you have not received this please see our General App and send to your email.

Our individual developments such as Gatecrasher, Huttons & Porterbrook have their own specific apps, please see the office if you have not got this.

You can access the app via your computer, however for the optimum viewing and for convenience open the link using a smart phone and save the app to the home screen. If you are using an iPhone, at the bottom of the phone there is a footer and within it there is a square with an arrow coming out of the top. Touch this and it will give you the option to ‘add to home screen’ – if you add this it will appear as an icon on your home screen.

Whenever you next want to look at the app, the icon will be there, on your home screen... Simple!!! For all other makes of phone, please follow the manufacturer’s instructions.

If you do not have the facility to access the App, please see below for Frequently Asked Questions Fact Sheets:

We also ask you to read the Condensation Advice Information Booklet to help prevent damp in your property.


Most defects are NOT emergencies and should always be reported within office hours, by the online form which we will pick up on the next working day, however in the event of an emergency, such as fire or break in please contact the emergency services (note if it is not an emergency you may be charged)

What if I lose my keys or lock myself out?

If you lose your keys, there will be a £25.00 charge per key for a replacement. If you lock yourself out of the property and we have to be called out to the property, there is a £20.00 per hour charge during office hours. NOTE: We do not operate an out of hours service for lost keys/lock out.

Data Protection & Policies

Please read our full policy here Data Protection Policy

View our Cancellation Policy (PDF)

West One Student Accommodation promotes positive relations between people and a culture of respect. Read our Equality & Diversity Policy

West One Student Accommodation are committed to providing a good standard of accommodation and an excellent service, but in the very rare event of something going wrong please see our Complaints Procedure

Finer details about

Broadband & WiFi

Broadband is provided by either ASK4 or PINE MEDIA (please ask the office for site specific details).

Developments with Broadband provided by ASK4

Each tenant user account includes as standard the ASK4 100Mb/s package which is shared between all the personal devices being used at any one given time. Wi-Fi connection speeds of up to 50Mb/s are included but the speed achieved not only depends on your device but also how many other tenants are using Wi-Fi at the same time. For more information see the ASK4 Website.

Starting in July 2021, ASK4 will be upgrading their service as follows. This work will be complete by December 2021, so whilst most sites will see the work to increase the speed at the start of the academic year, they are only guaranteed from December 2021.

  • Wired connection will be increasing from 100 Mb/s to 200 Mb/s
  • Wireless connection will increasing from 50 Mb/s to 100 Mb/s
  • 4Connect Plus included free, a saving of £25 and increased device allowance from 4 to 10. (4Connect Plus is a personal private network for each student which was previously an option for students to purchase direct from Ask4 at £25 per annum)

Developments with Broadband provided by PINE MEDIA

MDUs & HMOs - each unit includes as standard a Pine Media 100Mb/s standalone service. This is shared between all the devices connected inside each unit. To ensure consistent speeds for all tenants we limit speeds to 20Mb/s per device.

The ability to achieve Wi-Fi speeds of 20Mb/s depends on your device, and may be impacted by sources of WiFi interference (such as microwaves). Our support team are happy to assist if these speeds are not being achieved. Where available, wired speeds should be consistently 20Mb/s.

All units have the ability to be upgraded for a small fee to speeds of up to 1Gb/s by contacting Pine Media.

Sheffield Landlords Association
Assured Student Accommodation
SNUG registered acccommodation
Residential Landlords Association
Sheffield Student Landlords Association
WestOne Sheffield Student Accommodation

Our friendly staff will be happy to help & book a viewing.

Tel: 0114 272 2400

Contact Us