Common Student Utility Bill Issues (and How to Handle Them)

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About the author: Hi, I’m Emily Bath! I'm one of UniHomes' Leeds Content Ambassadors, and I’m a Leeds Beckett University Media, Communication, and Cultures graduate. As a student I also spent a summer on the phones at UniHomes HQ helping fellow students with their bills – so I’m well-versed in the common utilities questions students have!

As students, we use companies like UniHomes to sort and manage our utility bills (and to take the stress out of the whole process). This way, we can live our lives without really having to think about our gas, electricity, water and broadband. But even when someone else is managing the admin, you might still come across the odd letter, payment issue or broadband hiccup and wonder what’s going on.

If something like this does crop up, don’t panic – most of these things are completely normal and usually have a straightforward solution. Here’s a quick rundown of the most common things that students run into, and what to do if you’re a UniHomes customer and they happen to you:

Common student utility bill issues and how to handle them

You've received a letter from a previous supplier 📄

Moving into a student house often comes hand-in-hand with a pile of post waiting for you, and sometimes this can include letters from previous utility suppliers.

If you’ve just moved in, this is usually nothing to worry about. While UniHomes works hard to keep utility administration stress-free, sometimes the occasional letter can arrive at the property (particularly while records are being updated following a tenancy change).

The first thing to check is whether the letter relates to a period before your utilities package started with UniHomes. If it does, the best thing to do is share it with your landlord or letting agent, as they’re best placed to help.

If the letter relates to a period within your utilities package starting with UniHomes, don’t worry and don’t contact the supplier directly. Although it can be tempting to give the supplier a call, this can cause more confusion; instead, take a photo of the letter and send it to the UniHomes Customer Support team at [email protected]. They’ll be able to look into it and work with the supplier directly to make sure their records are updated correctly.

From experience, most of these situations are nothing to worry about and are often a quick fix once you let the right team know about them.

Your broadband isn't working as expected 🛜

Whether you’re streaming, studying, gaming or scrolling TikTok, slow Wifi can quickly become the biggest frustration in the house.

Before assuming there’s something wrong, it’s important to do a few quick checks. Most student houses tend to have multiple phones, TVs, tablets, consoles and smart devices all connected at the same time, which can impact performance.

If you're able to, try conducting a wired speed test by connecting a device directly to the router using an ethernet cable. This can highlight whether the issue is with the broadband connection itself or if it's simply a case of the Wifi signal not reaching certain areas of the house. If it’s a signal issue, this can sometimes happen in larger properties or in rooms further away from the router, in which case give UniHomes' Customer Support a call on 0330 822 0266 and they’ll be able to look into this further.

If you’re still having problems, the best thing to do is call UniHomes. By following the options on the phone menu, you’ll be connected to your supplier’s specialist technical support team who can help investigate installation issues, faults, and more complex connection problems.

Although it might be tempting to contact your broadband provider through their standard customer service channels, don’t do this as it can lead to further confusion (as they may not have access to the full details of your UniHomes account and could give advice that’s not specific to your setup). Going through the UniHomes phone line helps make sure you reach the right team from the start.

You’re not sure how payments actually work 🤔

Let’s be honest, most of us skim-read the details when setting up services – so if you’re wondering how your payments actually work, you’re definitely not alone.

With a UniHomes utilities package, your household utilities are bundled together into one simple monthly payment that's split equally between housemates, with each housemate setting up an individual Direct Debit. That means you’re not juggling multiple suppliers, keeping track of different payment dates or having awkward conversations about who still owes money for what, which makes life and budgeting much easier.

Once your account is set up with UniHomes, monthly payments tend to be collected on the first working day of each month (depending on when you sign up), so you’ll know exactly what to expect and when.

If you’re ever unsure about a UniHomes payment showing on your bank statement, Customer Support can look into this for you and explain what’s happening.

Not sure what's included in your bills package? Check out our 'Student Bills Explained' guide.

A supplier says they haven't been paid 🙅‍♀️

Behind the scenes, your payments go to UniHomes, who then manage payments with the relevant utility suppliers on your behalf.

So, if you ever receive a letter or message suggesting that a supplier hasn't been paid, don't panic. While it can look worrying, it doesn't necessarily mean there's a problem with your account.

If this happens, don't contact the supplier directly. Instead, get in touch with UniHomes Customer Support and share any details you've received. They'll be able to investigate what's happened, check the status of your account, and work with the supplier if anything needs updating.

Although it can be tempting to try and sort it yourself, going directly to the supplier can sometimes create confusion if they don't have access to the most up-to-date information about your UniHomes account. So let UniHomes handle it and they'll help get things straightened out.

A supplier has contacted you saying you owe money 💰

Few things will get your heart racing faster than opening a letter suggesting you owe money. But, before you start worrying, don’t make any payments or contact the supplier – just get in touch with UniHomes Customer Support. They can confirm what’s happening and work directly with the supplier.

Usually, it’s as simple as the supplier not updating their records to show that it’s a UniHomes account, or they've mistakenly treated your account as a standard residential account, not realising your utilities are being managed and paid through UniHomes.

As a result, they may send automated letters or reminders that don’t reflect your actual account status. So, don't panic or make any payments without speaking to UniHomes.

You've ended up with duplicate utility accounts ❗

This may sound a little scary, but it’s usually much less dramatic than it sounds.

Sometimes a landlord or letting agent sends your details to suppliers before UniHomes has finished setting up your account. They then start setting up services before all account information has been updated, which can occasionally create duplicate accounts (particularly with suppliers like Welsh Water or British Gas).

If you spot anything that looks duplicated or you receive letters directly from suppliers, flag it with UniHomes' Customer Support team. It’s normally a simple admin issue that can be easily resolved.

You're not sure if you need to take meter readings ⚡

It’s not exactly the most exciting item on anyone’s to-do list, but meter readings are important.

If your property has a smart meter, you usually won't need to do anything unless it stops transmitting readings, in which case UniHomes will be in touch for you to submit them.

If it doesn't have one, you'll need to submit regular meter readings when requested.

Submitting accurate readings helps keep everything up to date and makes sure the information suppliers are working from is accurate.

If you're unsure how to take your meter readings, UniHomes has a handy step-by-step guide with examples and walkthroughs to help.

Someone has moved in or out of your house 🏠

Student houses change. Placements happen, people move out, replacement housemates move in, and plans get altered. The important thing is that you don't assume that everything updates automatically.

If someone moves in or out during the tenancy, let UniHomes know as soon as possible. Keeping account information up to date helps make sure future communications are sent to the right people and avoids confusion later on.

Still need help? 💙

One thing to remember is that most utility issues can feel much bigger than they actually are. When you’re renting for the first time, it’s easy to stress if a supplier letter arrives or a payment doesn’t look right. In reality, most issues have a simple explanation and can be sorted fairly quickly.

With university life being busy enough, don’t worry; all you need to do is check the UniHomes Help Centre for answers. If you can’t find what you’re looking for there, get in touch with the Customer Support team via [email protected]. They're available Monday to Friday 9-5 and can usually resolve issues quickly on your behalf so you can spend less time stressing and more time enjoying student life.

Not actually sorted your utilities yet?

Bundle your gas, electricity, water and Wifi into one monthly payment that's easy to keep track of with UniHomes' student bills packages. Click here to get a quote today.

This post is part of the UniHomes Content Ambassador programme, where students across the UK share tips about student life in their city to help you make the most of your time at uni. Like these guides? Add UniHomes as a preferred source in Google with just one click by checking the box to see more expert content from our student writers!

The views and opinions expressed in these blogs are those of the UniHomes Content Ambassadors and do not necessarily reflect the opinion of UniHomes. UniHomes accepts no liability for the content of these Student Blogs.