Tupuānuku Frequently Asked Questions

Got questions about living at Tupuānuku? Find out everything you need to know about our student accommodation by checking out our most frequently asked questions. Whether you’re unsure about moving logistics, living costs, leases, or another aspect about of living in UniLodge student apartments, these questions include all the essential information you’ll need before moving in. If you have a question that you don't see answered, feel free to contact us directly.

Where can I find more information about accommodation?

Answers to most of your questions can be found here.

UniLodge Vision, Mission and Values

Please view our Vision, Mission and Values click here.

What are your check-in times and days?

Monday to Friday between 9am - 5pm.

Do you offer after hours check-in?

Yes, by prior arrangement - please call our after hours on-site staff on 0508 864 425 or send us an email.

What is the process for arranging an after hours check-in?

Please ensure that you have emailed us at least one business day before your arrival so that we can prepare in advance. Once you have arrived, please call the on-duty phone number advertised on the exterior door of the front entrance.

What is the property complaint process?

UniLodge aims to resolve resident complaints in a transparent and fair manner. With respect to our privacy policy UniLodge will disclose to the complainant any requested information or documentation required to fully address the complaint.

Our objective in providing a complaints process is to allow our residents to air their grievances in a constructive manner with a focus on reaching a mutually acceptable solution. Where a mutually acceptable solution cannot be reached, UniLodge may refer to the resident handbook or to your Occupancy Agreement in response to your grievance.

UniLodge aims to reach resolution of the complaint in a reasonable time frame, with a focus on minimising any ongoing impact to the resident engaging in the complaints process.

Step 1: Contact a member of the UniLodge team. Explain your grievance and your desired outcome.
- Staff will respond to your complaint within five business days and may request to meet with the complainant as part of reaching a solution.
- (Not resolved?)
Step 2: Contact the General Manager Portfolio via email and submit the details of your complaint in writing. The General Manager Portfolio will request a meeting to discuss the matter further.
- (Not resolved?)
- It is important to remember that you have signed an Occupancy Agreement. An Occupancy Agreement differs from a Tenancy Agreement quite significantly.
Step 3: Should you be unhappy with the outcome from your complaint you can escalate it to the UCSA, or the University Grievance Coordinator to discuss your concerns and your options (phone number 03 369 0292).
Step 4: Should your concerns not be resolved by these internal grievance procedures; you can then pursue an external complaint through Mana Tohu Mātauranga o Aotearoa | NZQA. You can submit your complaint query on the NZQA website or send an email to risk@nzqa.govt.nz. If you need more information, contact NZQA on 0800 697 296.

Further Resident Information

The Resident Handbook is designed to help you to get to know the building and familiarise yourself with your rights and responsibilities as a resident. We hope that this Handbook will prove useful to you in answering any questions you have and assisting you with the most common concerns you may have.