Housing Incidents

Technical incidents are minor - usually related to WiFi, blocked drains, or appliances. To report a technical incident, follow the following steps: 

1. Step 1: Take a picture or video of the issue, to help the agency better understand the problem and solve it faster.

2. Step 2: Find your home address in the list below and email the listed addresses (use the template if you wish).

*The housing agencies provide the maintenance services, and the onsite Housing department will help you with any necessary follow-up.

RESIDENCE HALLS:

For any maintenance issues in Residence Halls, it's usually best to inform the Residence Hall reception desk. 

• • Beyoo Poble-Sec: Emergency 24h phone: +34 683 10 82 14

  • Beyoo Marina: Emergency 24h phone: +34 683 10 82 14

  • TSH Poble Nou: Emergency 24h phone: +34 659 345 518

  • Onix:  Emergency 24h phone: +34 932666100

HOMESTAYS: 

Please inform your host family about any maintenance or housing issues. You are also welcome to email us at housing@barcelonasae.com so we can follow-up and assist if necessary.

You can use this email template if you like: 

Subject: Maintenance report [full address]

"Hola, 

My name is John Smith [full name]. I live in C/ Trafalgar 14, 2º 3ª [full address: street, number, floor and door]. Our internet has not been working [clear and short description] since December 3rd [date it started]. Here's a picture of the router so you can see it's on! [picture or video of the problem]

Could you please send a technician to fix it? 

¡Muchas gracias!

John [name]"

IMPORTANT - Our office hours are:

Monday to Thursday: 9am-6pm

Friday: 9am-2pm

If you email us after 2pm on a Friday, it is unlikely that maintenance will be able to visit your flat until the following Monday. If you believe your maintenance issue is an emergency and needs to be seen to immediately, call the emergency phone.  

If the issue is something related to you, your flatmates, or your homestay, please email the Housing Department (housing@barcelonasae.com). Once you send us the email, a Housing Coordinator will get back to you during normal working hours (Monday-Thursday 9am-6pm, Friday 9am-2pm).

If you are experiencing an emergency, call the emergency phone!

If you lose your keys or they are stolen, you will need to report it to the Housing Team. See below for further info on how to proceed, depending on if you're staying in an apartment, homestay, or student dorm.

IN APARTMENTS: 

• If your apartment keys are lost or stolen*, we will make new copies for you and you will need to pay upfront. The apartment agency will decide if only your lock or the whole lock system in the building will have to be changed. Safety (for you, your roommates, and your neighbors) is the main priority, so if you lose your keys and the locks in the building need to be replaced as a consequence, you will be held financially responsible. Charges start at 50€ and can range up to 450€, depending on if the agency has to cut new keys for the whole building or only change your lock. A single replacement key can cost up to 100€.

• If your keys are lost or stolen and you were carrying the address of the apartment with you, please notify the emergency phone, as we have to change the locks immediately. You will be charged for getting new keys cut for your roommates, the agency, the cleaners, the program, and other residents of your building. 

• If you lock yourself out of your apartment and your flatmates aren’t home, you can call the Emergency Phone so that someone from the program or housing agency can go and let you in. The fee for this service is 25€ during working hours (Monday-Thursday 9am-6pm, Friday 9am-2pm), or 60€ if during an evening, weekend, or holiday. If a locksmith is needed, the cost of it will be either the housing agency or the student's responsibility, depending on what caused the damage to the lock. Please note that in the case of apartments, we do not have copies of keys for all the apartments, which is why you are provided with the agency's info to handle these sorts of issues.

IN HOMESTAYS: 

• If your homestay keys are lost or stolen*, the host family will make new copies for you and we will either deduct the replacement cost from your housing deposit or you might need to pay upfront. The host family will decide if the lock combination or the whole lock will be changed.

• If your keys are lost or stolen and you were carrying the address of the homestay with you please notify the homestay and our Onsite Housing Team, as the locks should be changed immediately for safety reasons. You will be charged for getting the new keys cut for you, your roommates, and all host family members. Be very careful not to lose your keys, as this can cost up to 450€.

• If you lock yourself out of your homestay and no one is at home, call your host family or roommates so they can come and let you in. If you cannot get ahold of anyone, call the Emergency Phone so we can help you find a solution. 

REMEMBER: If a locksmith is needed at any time, the cost will be either the host family or the student's responsibility, depending on what caused the damage to the lock. This can be very expensive, usually 150€ to 200€.

IN RESIDENCE HALLS: 

• If your residence hall keys are lost or stolen*, you need to inform the staff at your Residence Hall. Keep in mind that each residence hall has their own procedure and cost for this, but that you will be held financially responsible for paying for any locksmith services and key replacements.

• If your keys are lost or stolen and you were carrying the address of your Residence with you, please notify the staff at your Residence Hall immediately, as they will need to take precautionary measures in order to keep unwanted visitors out of the building. Again, keep in mind that you will be held financially responsible for any locksmith services or key replacements.

• If you lock yourself out of your room, go down to the lobby, which has 24-hour reception and security services, and they will assist you. Again, keep in mind that you will be held financially responsible for any locksmith services or key replacements.

To sum it up, we need you to be very careful with your keys, not only because we don't want to charge you for something that could have been avoided, but also to ensure the safety of you, other students, homestay families, and residence hall staff. 

*We'll assess the charge for stolen keys on a case-by-case basis. It's important to get in touch with the Housing and Health & Safety Teams if your keys have been stolen and provide us with a police report if deemed necessary (we can help you with this process).