code of practice - docushare · sr1 2rh sr1 2re tel: 0191 515 3652 manager/assistant manager email:...

Code of Practicefor living in university accommodation

Contact detailsHere are the contact details of staff within Residential Services. You may wish to keep these details safe.

University Accommodation Contacts

Clanny HousePeacock Street West SunderlandBlocks 1-9 SR4 6USBlocks 10-14 SR4 6UH

Tel: 0191 515 3658

Manager/Assistant Manager email: [email protected]

Resident Student Assistant email: [email protected]

Panns BankHart Court and Douglas CourtLow StreetSunderlandSR1 1XS

Scotia QuayRussell House Allan HouseRussell Street Low StreetSunderland SunderlandSR1 2RH SR1 2RE

Tel: 0191 515 3652



The PrecinctChester RoadSunderlandSR2 7PS

Tel: 0191 515 3611



Security Contacts

Emergencies Only 4444

24/7 Control Room 2028

Accommodation Office Contacts

Accommodation Office email [email protected]

Accommodation Office website www.sunderland.ac.uk/residentialservices

Accommodation Officers 0191 515 2943

Accommodation Office Manager 0191 515 2936

Accommodation Operations Manager (Welfare) 0191 515 2935

ContentsContact details (27/7 support)Welcome to the University of Sunderland 1Our service to you 1Contractual information (Terms and Conditions) 3Accommodation and academic contracts 3Cancellation before moving in 3Circumstances that CAN break your contractual agreement 3Circumstances that CANNOT break your contractual agreement 4Continuing students 4Exchange and study abroad students 4Enrolling on a study abroad, teaching practice or placement programme 5

Termination of contract (by the University) 5Abandonment 5Room changes 6Mutual room exchanges 6Paying your rent 6Owing money (debtor) 7Before you arrive 8Arriving early 8Applying for a car parking permit 8Personal possessions insurance 8Pre arrival induction 8On arrival to your accommodation 8Bedding packs 8Keys, access cards and fobs 8Room inventory 8Living with us 9Bicycle storage 9Cleaning 9Council Tax 10Environment, energy and recycling 10Furniture, fixtures and fittings 10Internet 10Laundry 11Loss of keys 11Mail/post Information 11Noise 12Pets 12Posters (items displayed) 12Property checks 12Access to your room 13Recycling and general waste collection 13Television and licences 13Visitors and guests 13Volunteering for Open Days 14Health and Safety 15Health and well-being 16Accident reporting 16

If you require an ambulance or the Fire Brigade 16Campus Police 16Crime and incident reporting 16Safety in your accommodation 17Personal safety information 17Travelling around campus 17Student emergency taxi scheme 17Fire safety information 18Common causes of fire alarm activation 18Fire door closers and seals 18Fire service call out 18Fire alarm procedures 18How the fire alarms works 19Student responsibilities 19University responsibilities 19Electrical equipment 20Electricity and energy: inclusive (rent and energy combined) 20

Extension cables/electrical adaptors 20Voltage differences 20Unsuitable household equipment 20Building and grounds maintenance 21General maintenance 21Pest control 21Repairs (including timescales for repairs) 21Restricted areas 22When you leave 23Check your accommodation 23End of tenancy check 23Returning your key/access card/fob 23Leaving early 24Left belongings 24Extending your stay 24Renew your contract for next year 24Staff within the University accommodation Team 25How to raise a concern or make a complaint 27Disputes (between residents) 27Anti social behaviour – conduct and behaviour 27Conduct 28Misconduct 28Dangerous and offensive weapons 28Drugs and illegal substances 29Nuisance behaviour 29Social networking sites 29University accommodation disciplinary procedure 29Caution fees 30Damage charges 30Summary 31

Living in University accommodation Living in University accommodation

Any University numbers may be dialled direct free of charge from the telephone in your flat. Use only the last 4 digits of the number.

The following is a list of the benefits that the code provides to our residents:

• You will receive a clear written e-contract and statement of costs (containing reasonable terms and no hidden costs) which, in return, gives you a clear idea of what is expected of you

• Your accommodation meets nationally recognised standards

• Repairs and maintenance are carried out within advertised timescales

• The building meets with and exceeds, the required health and safety standards

• You will receive clear and concise information about operational practices within University Accommodation through an online induction

• There is a procedure for dealing with any disputes or complaints

• There is an appeals procedure

External auditors review the University’s compliance with the code. You can e-mail any questions about the code to: [email protected]

Your comments and feedback are very important to us and throughout your stay we will invite you to participate in customer surveys.

Should you need any further information on any aspect of your accommodation please contact a member of the Accommodation Office who will be happy to assist you. We hope you enjoy your stay with us.

Welcome to the University of Sunderland

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This code of practice is for students living in university managed accommodation only. For information on The Forge U Student Village terms and conditions please visit; http://www.u-student.com/locations/student-accommodation-sunderland/

Welcome to the University of Sunderland. We are delighted that you have made the decision to live in university accommodation. This code has been designed to explain the contractual and operational arrangements when living in university accommodation.

This Code of Practice is a very important document as it forms part of your accommodation contract, you have been asked to read it so that you understand the content. When you sign your accommodation contract you agree to abide by this Code.

You will find a range of information in this booklet that will help you whilst you are living with us. We expect all our residents to behave with mutual respect and consideration for one another and to all university staff. Whilst you are living with us you will meet people from different cultures and backgrounds, please respect each other’s differences and take time to learn about them.

Information concerning your accommodation and stay will be provided in a variety of ways: via an online induction, your student email account, university accommodation

website, social media, accommodation reception, laundry notice boards, StudentCom online notice boards and the accommodation reception touch screen PCs.

We have permanent Facebook pages for each accommodation and for the Accommodation Office where you can ask questions before and after you arrive.

Twitter: @SUniAccom

Facebook: University of Sunderland Accommodation Office

Our service to youThe University has signed up and is fully committed to the National Student Accommodation Code (Universities UUK Code of Practice) for the Management of Student Housing. For further information about the code visit: http://www.thesac.org.uk/


Contractual information (Terms and Conditions)Staff within the Accommodation Office will be happy to offer advice and support on any issues relating to your contract and its interpretation. Please note that accommodation shall be ‘let’ to you for the purpose of enabling you to attend a designated course of study at the University of Sunderland. Paragraph 8 of the schedule 1 of the Housing Act 1988 applies to this tenancy which is thus not an assured tenancy within the meaning of the Act, in other words you do not acquire security of tenure.

Please remember that the accommodation contract is a legal document and that by accepting it you are agreeing to the terms and conditions of the contract including to pay rent on the room between the dates shown on your contract (the most common contract duration is 40 weeks or 50 weeks depending on premise or if you are an undergraduate or postgraduate student).

Contract lengths are determined by the current guidance of course lengths as given by the University – if you are unsure of your course length then you should speak with your Faculty before entering into an accommodation agreement.

Accommodation and academic contractsIt is important that you understand that the Accommodation contract is separate from the Academic contract and will be binding as long as you are a registered student at the University of Sunderland. This means that rent may be due after you have completed your course, even if you return the keys to us you must pay your rent up until the end date on your contract. You must be aware that in collecting your keys and moving in, the contract begins even if you have not signed the contract.

Please note that the University will aim to let to you a room at the property address set out on your accommodation contract but that this is not guaranteed. The University

reserves the right to allocate an alternative room at another property to you should the University consider it necessary to do so in its reasonable opinion prior to you moving in to the property.

Cancellation before moving inShould you wish to cancel this contract before moving in to the property because you are no longer intending to study at the University, this will be permitted PROVIDED THAT you have given the University’s Accommodation Office written notice of your wish to cancel the contract before the enrolment date for your course of study. £50 of your booking fee will be retained to cover administrative costs. If you fail to give written notice of cancellation before the enrolment date you will be held to the contract.

Circumstances that CAN break your contractual agreementYou will only be allowed to break the contract in exceptional circumstances, such as:

1. You are not completing your course of studies at the University.

If you cease to be a registered full-time student of the University you will be released from your contract but you must advise the accommodation office in writing. You will be allowed 4 weeks (28 days) to make alternative accommodation arrangements but you must ensure your leaving date is notified to the Accommodation Office. The release date of the contract will be determined by either the leaving date as notified to us/the date in which your rooms keys are handed in or the leaving/withdrawal date as shown on the University Student Records System (SITS) (whichever is later). You will be charged to the end of the 4 week (28 days) period regardless of whether the room is re-let or not, together with a £50 admin fee (being a reasonable cost to cover administration).

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Or2. You have found a suitable student to take over your letting agreement for the remainder of the term. By suitable we mean someone who is not already living in university accommodation or The Forge U Student Village and is acceptable to the other residents.

In the circumstances above, you will be required to vacate your room the day prior to your replacement moving in (between Monday – Thursday only, to enable staff to carry out room checks, cleaning and inventories). You will be charged to that date plus a £75 fee (being a reasonable cost to cover bedroom cleaning and administrative costs). If your replacement elects to move in on the same day you vacate, and agrees to sign a waiver accepting responsibility for the condition of the room (and any damage therein) and no cleaning being provided, the fee will be reduced to £50 (being a reasonable cost to cover administration).

Please note – Students who booked at Conditional Firm and did not receive an offer at the University of Sunderland will be released from contract and will be refunded £250 of the booking fee. £50 will be retained (being a reasonable cost to cover administrative costs).

Circumstances that CANNOT break your contractual agreementShould you leave voluntarily before the expiry of the contract period you will still be liable to pay the rent for the full term in respect of which the accommodation contract was originally granted. Reasonable efforts will be made by the University to re-let the room, and if successful you will be charged up to the date the room is re-let together with a £75 fee (being a reasonable cost to cover bedroom cleaning and administrative costs).

We recommend that you use the Sunderland section of Student Pad (http://www.sunderlandstudentpad.co.uk/Accommodation) to advertise your room. It’s a free facility. If you are unable to find a replacement you will be required to pay the rent up to the last day of your contract.

It is important that you fully understand the legal status of your contract. We will do all we can to move you to another property if you are having problems.

Please note – whilst certain sections of the Consumer Protection (Distance Selling) Regulations 2000 apply to this contract, the regulations provide that this is not a contract to which the “cooling off” cancellation period applied. Therefore if you accept the contract and pay the booking fee you cannot then change your mind and will be held to contract.

Continuing studentsShould you wish to cancel your contract before moving in to the property because you are no longer intending to study at the University, this will be permitted provided that you give the Accommodation Office written notice of your wish to cancel before the enrolment date for you course of study. The University will retain £50 of the booking fee paid on acceptance of the contract.

Exchange and study abroad students

In exceptional circumstances where prior arrangements have been made with Faculty and the Accommodation Office selected exchange students can leave early. However in cases where an early leave has not been confirmed, exchange students leaving early will still have a responsibility to pay the full rent as stated on the contract.


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Enrolling on a study abroad, teaching practice or placement programme

It is important that you inform staff within the Accommodation Office if there is a possibility of you doing any of the above, before you sign your contract. If you sign a contract and go on a placement, teaching practice or a study abroad programme you will be liable to pay the rent for the full term of your contract.

Termination of contract (by the University)

The University can end the tenancy agreement and recover possession of your room for the following reasons:

• you fail to complete your course of study (withdrawal or leave of absence)

• you have breached the conditions of your tenancy agreement

• if the University terminates your enrolment on disciplinary, financial or other grounds

• you fail to pay your rent

If we require you to leave, for any of the above reasons, we will request that you leave and advise you of the reasons for the request. If you do not leave, we may issue you with a ‘Notice to Quit’ normally with a notice period of 28 days, although we reserve the right to set a shorter period; or we may apply to the court for possession of the accommodation. You may incur legal expenses and additional costs. The University also has the right to claim damages for your use and occupation if you do not leave on or before the expiry of the “Notice to Quit” this will be at the rate at least equivalent to the room rate at that time.

The room you have been allocated is yours for the period of the contract and we would only ask you to move in exceptional circumstances when every assistance will be given in finding alternative suitable accommodation for you.

Abandonment

If your room is unoccupied for a period of four weeks, without a legitimate reason, the University is able to enforce the Abandonment Procedure. A notice will be left in your room advising you to contact the University Accommodation Office within seven days and a communication will be sent to your home address as shown on your University student record. If we do not hear from you, your room will be cleared and the locks changed. You will be charged for changing the locks. Your belongings will be put into storage for three months and then disposed of through local charities. In this instance you will still be liable to pay the rent for the full term in respect of which the accommodation contract was originally granted together with the costs of the lock change and any storage costs. In the event that the University is able to re-let the room, you will be charged up to the date the room is re-let plus a £75 Fee (being a reasonable cost to cover bedroom cleaning and administrative costs) together with the cost of the lock change and any storage costs.

Room changes

We ask that you remain in the room you have been allocated unless there are exceptional reasons for you wishing to move. We do not encourage room changes and we ask you to stay where you are for at least a few weeks, to allow a period of time for you and other residents to settle in.

Examples of exceptional reasons for room changes include;

• Proven irreparable breakdown of the relationship between residents;

• A situation which has or could result in the deterioration of the student’s health or study programme; (professional advice will be sought)

You will be asked to provide supplementary information or evidence in support of your request. In the first instance contact your accommodation reception staff.

You are reminded that your tenancy contract is a legally binding document and once you have signed and accepted the terms of the contract you cannot terminate the contract unless you leave your course at the University. You will not be able to change your room if you owe the University outstanding rent.

A £75 fee (to cover room cleaning and administrative costs) will be applied. A room inventory should be completed immediately, carefully check the items on the list against the items in the room. Please make note of any damaged or missing items so that you are not charged for these when you leave.

Mutual room exchanges

Authorisation to exchange your room with another student in accommodation may be given provided that:

• your rent/bill payments are both paid or up to date

• you are not in breach of your letting conditions

• your contract runs for the same period e.g. a student leaving in December cannot exchange with a student who is leaving in June.

All exchanges are to be arranged through the Accommodation Office and an official amended contract must be obtained.You are not to change rooms or keys without a revised contract as you will be in breach of contract.Both of you will then need to go to the University Accommodation Office to sign the contracts to enable the exchange. Each student will be charged a £50 fee (to cover administrative costs). Note: No room cleaning will take place. A room inventory should be completed immediately and any items missing or damaged should be noted on the form. Please note – If you have a 50 week contract you will be unable to transfer to a 40 week contract (without financial penalty).

Paying your rent

You will be required to pay your rent from the day your contract starts to the day it is due to end as listed on your contract. This applies whether you remain in your room or not. Please remember it is your responsibility to ensure that you pay your rent on time. Reminder notices are used, but we do not send out reminders unless you become a debtor. Students with unpaid bills will be referred to a debt recovery agent annually. All accommodation transactions fall under the University Financial Regulations.


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You can now check your own finance balance by logging into your E-Vision Account, go to the “My Sunderland” page for more info; https://my.sunderland.ac.uk/

Rents are due as follows:

Payment Date rent Last date period due for payment

First As soon as you 1st move in November

Second Beginning of 1st January February

Third Beginning of 1st May April

Rent can be paid in the following ways:

• To pay by debit/credit card go to the University Electronic Gateway at https://payments.sunderland.ac.uk/open/

• By a recurring debit/credit card arrangement over the three instalments indicated above (other payment patterns may be available, ask us about them).

• At The Gateway, ground floor between 10:30 and 15:30 Monday to Friday (term time) and 12:00 to 14:00 (non term time).

To pay by cheque post to Revenues send to: Revenues, 2nd Floor, Edinburgh Building City Campus, Chester Road, Sunderland, SR1 3SD.

If you have any queries on your rent charges contact the Accommodation Office on 0191 515 2943, or if you have any queries on how to pay, please contact Revenues on 0191 515 2455.

Please note – it would help us to provide a better service if you bring with you written details of your accommodation agreement or registration number when paying your rent.

Owing money (debtor)

Non-payment of debts relating to your course owed to the University may result in a range of sanctions which can include formalde-enrolment from the University (i.e. cancellation of your registration, revoking of access rights to library, IT, notification to SLC/LEAs that you are no longer a student etc) and debt recovery procedures via a credit agency or legal action.

If you are an international student, de-enrolment may result in you being in breach of your visa conditions. Debtors may not receive any certification of their awards, and may not be permitted to attend the awards ceremony.

If you owe money for your university accommodation then you will not be able to book any further university accommodation and the University may recover the debt using debt recovery procedures including via a credit agency or legal action.

The University offers a financial counselling service for those experiencing financial difficulty or wanting advice: http://www.sunderland.ac.uk/ug/feesandfunding/studentfinancialadvice/ or drop in to The Gateway to make an appointment. Home students who are experiencing hardship may be able to get financial help towards living costs from the Access to Learning Fund – again call into The Gateway for an application form or advice.

If you are having difficulty paying your rent please contact the Accommodation Office

for advice (0191 515 2943). Don’t delay. It is easier to pay a small debt rather than a large one. Let us know if you are unable to pay on time. If you do not let us know you will be treated as a debtor.

Before you arriveArriving earlyIf you intend to arrive early into your accommodation this must be arranged via the Accommodation Office and you should be aware that you will be charged room rate for the additional nights.

Applying for a car parking permitStudents wishing to use the accommodation car parks must apply online (this is done in advance of your arrival if you know your allocated room). The link http://services.sunderland.ac.uk/facilities/carparking/student/ provides information on applying and gives access to the application form. You will require your insurance and enrolment details as these need to be uploaded with your application. Please note that a residential car parking permit is for your specific accommodation car park only and does not permit parking at other accommodation car parks or on campus between 08:00-17:00 hours Monday to Friday.

A free campus bus and Connect service is available for student travel from accommodation and around the campuses. Once completed, the online application will be processed and will be returned to your accommodation reception within seven working days for collection. You may park in your contracted accommodation car park whilst your application form is being processed by printing off the temporary permit attached to your application confirmation e-mail. Only one permit will be issued per resident and residents are only permitted to park one vehicle in the car park at any time. Please note – parking charge notices are issued to cars not displaying a valid permit.

Personal possessions insuranceThe University has arranged as part of your accommodation package, personal possessions insurance for each resident. This is included within your rent. More information on your insurance policy, how to make a claim and instructions on how to top up your insurance can be found on the accommodation website at; http://www.sunderland.ac.uk/residentialservices/rentandcontractinformation/possessionsinsurance

Insurance information will also be provided through your pre-arrival induction.

Pre-arrival induction

Residential Services will send an email to all residents prior to their moving in date, the email will contain a pre-arrival induction and provides residents with important information on their accommodation before they arrive.

On arrival to your accommodationBedding packsAll students staying for 19 weeks or more are offered a free bedding pack which will, if pre ordered be available for your arrival in your room or can be requested from your accommodation reception on arrival.

Keys, access cards and fobs You will be issued with a key for your room and access cards / fobs (where applicable). It is essential that you look after these at all times. Access cards are only issued at Clanny House, Panns Bank and Scotia Quay or at The Precinct when you are issued with a car parking permit. We strongly suggest that you do not label your keys so if you lose your keys they cannot be identified by anyone else. Do not lend your keys to anyone else, not even your friends.

Room inventoryWhen you arrive into accommodation you will be provided with an inventory of your bedroom and communal area’s contents sheet. As soon as you move into your room please complete the form, making sure that you carefully check the items on the list against the items in the room. It is easier to complete this form before you unpack as you can clearly see everything in the room. You are asked to record any damage, discrepancies or/missing items on the form so that you are not charged for these when you leave. Please complete the communal inventory as a group activity with the other residents of your flat - and when all of you are happy with the information that you all sign and date the form before returning the document to your accommodation reception.


Living with usBicycle storage

There are bicycle storage facilities available across the University campuses and also in university accommodations (free service). To arrange storage facilities at your accommodation you will need to complete an application form and provide an ‘electronic’ image of your bicycle. The application forms are available from your accommodation reception. Please Note: For safety reasons bicycles must not be stored inside the accommodation.

CleaningYour accommodation is your home for the next academic year and you are responsible for the cleanliness of it. You are expected to clean your own bedroom and to keep all of the shared areas clean. This includes: the kitchen, (including the fridge freezer, cooker and microwave) living/dining area, toilets, showers and bathroom.

You will be provided with cleaning equipment, a guidance leaflet on cleaning and a starter pack of cleaning products to help you along. Once the starter pack is finished you and your fellow residents will need to purchase your own cleaning items.

As you and the other residents in your flat are equally responsible for cleaning the communal areas it is a good idea to agree a cleaning rota to ensure everyone does their fair share of cleaning. See the University Accommodation cleaning guide for ideas and remember the RSA’s can help in making arrangements.

On a fortnightly basis university accommodation staff will access your flat, to clean the sanitary areas, kitchen/ diner/ living room floors and will check the flat for cleanliness and defects. You will be notified by staff in advance of the day that this will happen.

Listed below are general guidelines to help keep your temporary home in good condition:

• Change the vacuum bag on a regular basis to ensure the vacuum will work effectively. Replacement bags are available from your Accommodation reception.

• Do not vacuum liquid spillages or broken glass.

• The Fire Brigade has reported that one of the most common causes of fire is a greasy grill pan. Remove spillages from the cooker as they happen and thoroughly clean the cooker every week.

• Defrost the freezer once every term.

• Always clean the shower, bath and toilets after use. We recommend that you keep your personal items in your room.

• Check that the shower and sink plugholes are free from obstruction such as hair.

• Bag all refuse as it is produced and remove it from the flats into the central refuse points. Always remember to use the recycling facilities.

• Keep the bench tops and sink area clear – wash up your dishes after every meal.

• Sweep and wash PVC floors and vacuum carpets.

Exceptions to the above:

The self-contained units for couples and families in Panns Bank and Scotia Quay and two bedded flats in Clanny House are not cleaned by the University staff but they are visited on a weekly basis when a health and safety check is carried out and also each term to check for defects, damages and health and safety compliance. Cleaning throughout is the residents’ responsibility.

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Council Tax

As a full time student you are exempt from paying Council Tax for the duration of your course.

Environment, energy and recycling

The environment and climatic change impacts on us all so we have introduced schemes to help reduce our carbon footprint:

• University accommodation has a bank of blue recycling wheelie bins, to enable you to recycle paper, glass plastics, cardboard and cans. The bins are clearly labelled and the bin lids are coloured signed with dark grey (general waste), blue (mixed recycling) and green lids (glass).

• Conserve energy by – switching off lights when they are not needed, especially when you leave your room, not leaving electrical appliances on standby – switch off your television, stereo, PC especially overnight and if you are away at the weekend.

• Excessive or wasteful use of resources will be brought to your attention and where appropriate charges will be passed on to residents (in particular excessive energy use).

• Conserve water by turning off hot and cold taps; report dripping taps and leaks via the defect reporting system.

For more information and to see what else the University is doing to help the environment please visit: www.sunderland.ac.uk/environment

Furnishings, fixtures and fittingsThe furniture and furnishings within your accommodation are fire retardant. Please do not bring any furniture or electrical appliances into your property, as they could constitute a fire hazard and space is limited. Additional soft furnishings brought into your property must be in good order, must not cause an obstruction, meet British Standards and bear the BSI Kitemark. You are asked not to tamper with the facilities as they are provided e.g. do not disconnect or turn off water heaters, wireless connections, prop open fire doors or remove the door closers etc. Rooms are furnished with a bed, wardrobe, chest of drawers, a wash hand basin, mirror, desk and chair.

InternetInternet allowance included in your rent for next year is provided via Wired and Wi Fi and the base speed is 30Mbps (incrementally increasing year on year by 5MBps). There are no download or upload limits on the service.

In addition to this there is a 24/7 help facility and a range of additional services available: even faster downloads at 50Mbps and 100Mbps, IPTV, phone, web security, cloud back up, and gaming. We appreciate many of you will have already sorted many of these features, so it’s optional and you can decide what you want to buy into.

This service will be provided to you by StudentCom the market leader in student IT services. StudentCom is only available in university accommodation, including The Forge U Student Village. You will be invited to pre-register for your IT service in advance of arriving at the University, guidance on how to access StudentCom services will be provided in your online induction and pre-arrival information. You are reminded that tampering or interfering with internet connectivity is a breach in your accommodation contract.


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More information on StudentCom can be found at; http://www.sunderland.ac.uk/residentialservices/prospectivestudents/studentcom

Students with access to the campus network and to the Internet via JANET are to note that you will have to supply your own PC and adhere to the University and JANET ‘acceptable use’ policies.

Please check you emails on a regular basis for accommodation updates and also read the ‘Notice board’ information on the StudentCom DMP – this is the page that will open each time you log on.

LaundryUniversity accommodation has chargeable washing machines and dryers on-site. Please do not leave your washing unattended as personal insurance is unlikely to include laundry losses. Remember to take change with you.

“Laundry View” is an online website which enables you to view your on-site laundry room. It allows you to see which washer/dryer machines are available and how long is remaining on machine cycles without stepping a foot out of your bedroom.

The website can be found at: http://www.circuit.co.uk/i-want-to-do-my-laundry/laundry-view/

Loss of keys

If you misplace your keys a member of staff will let you into your room providing that we can identify you. This means we will check photographic ID or your signature.

Please report the loss of the key as soon as you lose it. If you think you know where the keys are we can loan you a spare key until you get your key back.

Residents who repeatedly misplace their keys will be charged an admin fee.

Please Note: For security reasons you should not give your keys, access card or fob to anyone.

Mail/post information

Please ensure that all letters and parcels are addressed correctly to allow them to be delivered to you. Premise addresses can be found in the front of this booklet. Please remember to include your name, room number, flat and block number when giving anyone your address. Letters are delivered directly to you via Royal Mail. They will be posted through the letter box in your flat front door.

If you have ordered something to be delivered as a parcel:

• Delivered items are to be day to day items: DVD, books etc. Not wheels, washing machines, or televisions.

• No perishable goods can be accepted (food or flowers).

• Large items over and above 40cm x 40cm x 40cm will not be accepted and will be returned to the delivery office.

• Heavy items (max weight 15 kilos) will not be accepted and will be returned to the delivery office.

• You must do your best to make yourself available to receive the parcel on the day of delivery (make best use of delivery tracking services).

Parcels that are sent via Royal Mail are delivered by the postman, who will try to deliver them to you. If you are not available they will leave you a calling card, leaving the parcel at your university accommodation reception for you to collect.

Parcels (within the stated limitations above) delivered via a courier will also be left at your university accommodation reception.

Please make sure that you have some valid identification with you, otherwise we are unable to issue parcels. See flat notice boards for parcel collection times.

Letters and parcels are only accepted for current residents. If mail is delivered and the recipient no longer lives in the property

you are asked to return the mail to the reception. (The Postal Services Act 2000 makes it an offence under section 84 by 'General Offence of Interference with mail’).

Please let anyone who writes to you know the date you expect to leave your accommodation or you can pay at the Post Office to have mail redirected to your home address please see link for further details http://www.royalmail.com/personal/receiving-mail/redirection. Please note that university accommodation staff cannot redirect your post.

Noise

It is important that you are aware that any building housing a lot of young people will tend to be noisy even during normal activity. If you require a quiet environment please discuss this with an Accommodation Officer, or alternatively, if you like to play your music very loud then perhaps University accommodation may not be right for you. Large music systems are not suitable for University accommodation, please leave them at home.

This is our biggest complaint from residents and you are asked to show consideration for others at all times:

• Keep music, games and TV volume low or use headphones especially at night

• Do not shout out of or up to windows

• Do not shout within the buildings

• Do not shout or play games within the courtyards of the buildings

• Limit the number of friends you invite back to your flat and remember when they leave, to leave quietly

• Remember if you are asked to turn the volume down, do so immediately other residents may be studying or trying to sleep

You were asked to think about this carefully before you signed your contract.

Pets

No pets at all are allowed in university accommodation – except in the circumstances of disability, please contact the Accommodation Office if you require a guide dog on campus.

Posters (items displayed)

Please ensure that if you are putting posters up on your walls that you use a fixative that will not damage or mark the walls, such as Blu Tac, 3M command strips or something similar. Please do not use tape, nails, screws or staples which will damage surfaces. Please do not attach anything to ceilings, furniture, woodwork, windows or doors.

Property checks

Each term university accommodation staff will check your room and communal areas for damage and repairs – you will be advised of the date and time of this check in advance. If when areas are checked, staff consider that there are risks with regard to health and safety or hygiene, you will be advised of the necessary action to be taken by yourself and a date when the area will be checked again. Serious breaches of health and safety or hygiene regulations could result in a caution fee or ultimately disciplinary action being taken against you.

On occasion it may be necessary to remove unauthorised items for safe keeping; you will be notified of this. You can make arrangements to collect the items(s) when you vacate the property or as agreed.

All students sharing a communal area are responsible for keeping that area clean, tidy and free from refuse, and you should resolve any disputes about cleaning amongst yourselves. If you are unable to resolve any issues you should consult the Residential Student Assistants for advice and support (or university accommodation manager(s). Students who regularly leave the communal areas in a dirty condition will be charged for additional cleaning.


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Access to your room

Whilst every effort is made to respect your privacy there are times when access into your flat or room is unavoidable. The staff in university accommodation have access to your bedroom but will not enter your room unless under one or more of the following circumstances:

• For maintenance queries or when repairs are being carried out. These are carried out by the University maintenance team or by an approved contractor and you normally will be aware that this work is taking place.

• During property checks – where you will have been previously notified

• To investigate a Health and Safety issue (i.e. Fire Drills)

• During an investigation into an act of misconduct

• Where we have reason to suspect you may need help from us (illness for example)

If we have the need to enter your room and find that you are not present at that time then a calling card will be left to advise you of the reason why we have entered.

Please note – we are unable to give your friends access to your bedroom or flat.

Recycling and general waste collection

You are asked to recycle waste, making use of the blue bags and small glass bins provided in your the flat. Non recyclable refuse (general waste) is collected twice weekly from the external refuse containers at your accommodation. For information on collection days, please see reception notice boards.

Please ensure that you remove the refuse from your flat as soon as the kitchen bin is full (or more frequently), securely fasten, and place all bags into the external bins located throughout the grounds ready for the collection. Please do not put refuse bags on the floor next to the waste bins as they will not be collected.

Televisions and licences

If you are using a television set or anything else to receive or record television programmes (such as DVD/video recorders, set top boxes, or a PC with a broadcast card) you must have a TV licence.

For information on how to obtain a licence logon to http://www.tvlicensing.co.uk/ There is a charge for the licence but you are able to claim a refund for any unused quarters (three consecutive months).

Televisions are not provided by the University.

Visitors and guests

Study bedrooms are for occupation by one student only, with the exception of the small number of shared rooms and family units within university accommodation. The restrictions placed by Environmental Health Legislation do not allow two people to occupy a single study bedroom, even in the case of couples.

A guest is able to stay with you in your room for up to three nights on occasion, provided that:

• The guest must be 18 or over or permission given by the Accommodation Hall Manager.

• You accept total responsibility for their behaviour, the actions and safety of your guest/s.

• If your guest breaks the terms of your contract as detailed in this Code of Practice, you yourself risk disciplinary action.

• Permission is given by all the flat occupants, only then a guest may use the flat’s facilities.

• You do not give your keys, entry card or fob to your guest. A guest must not be left alone in the room or flatwhile the contract holder is away from their university accommodation.

• You and your guest behave in a responsible manner within the property and surrounding area (particularly with regard to noise).

• You ensure that your guest is aware of any health, safety and fire regulations.

• Your guest may be asked to leave at any time by any university staff including security staff if they consider his or her behaviour to be unacceptable with regard to the Code of Practice.

A University Accommodation Senior Manager (or nominated deputy) has the right to prevent you having a guest to stay, if there have been problems relating to your conduct in the past.

You cannot have a lodger or sublet your room. This is a breach of your contract and will result in action against you and your guest (if he or she is a student). A guest becomes a lodger when they have stayed with you for more than three consecutive days or on a ‘regular’ basis. This does not mean that you can have the same person staying with you every week; it means that you can occasionally have a guest to stay with you for up to three days, not more than once per month. This regulation applies whether the guest stays overnight or spends the greater part of the day with you. Non residents, with the exception of bona fide overnight guests, cannot use the accommodation facilities, i.e. the kitchen, lounge or shower etc, and if found to be using these facilities will be asked to leave and you could be charged for their use.

If we do discover that you have had a guest staying with you on a regular basis you will be charged double rent for the time the guest was in residence and disciplinary action may be taken against you.

Please note that no one may stay in your room whilst you are away from the University.

There is no charge for having a guest in your room so long as you and your guest observe the regulations as listed in the Code of Practice.

Volunteering for Open Days

To enable new students to view university accommodation during occupied times and, in particular, University Open Days (October, November, June and August) you may be invited to volunteer to show your flat. For offering your support it’s likely that gift vouchers will be offered as a thank you.


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Health and safetyBreaking health and safety rules and regulations is a serious matter, which could lead to disciplinary action being taken against you. In your actions you need to consider not only your own health and safety, but also the health and safety of others. Please report any potential hazards to any member of university accommodation staff.

Please note that university staff (on-site security) carry out weekly Health and Safety checks in communal areas of flats. This is a legislative requirement and access is required to do this. Findings will be reported back to residents for corrective action.

BBQs we class as a high risk activity for a range of reasons and they are not encouraged. If you are thinking of arranging a BBQ, please contact your accommodation reception who will explain the issues and advise you of the risks. A satisfactory risk assessment will be required.

The following list gives examples of the type of behaviour which constitute a breach in health and safety rules and regulations. The list is provided as a guide and is not conclusive:

• Misuse of a fire alarm

• Misuse of fire fighting equipment, such as fire extinguishers

• Damage to or the removal of door and window closers

• Failure to evacuate immediately the fire alarm sounds or returning to the building before permission has been given

• Propping open of fire doors – any door with a closer or a sign on is a fire door

• Removing or defacing notices relating to health and safety

• Blocking corridors, stairways or fire exits with equipment or personal items

• Allowing a room or a flat to become so unhygienic that it may cause a risk to health

• Behaving in a manner to cause risks to yourself, other students or staff, i.e. storing items externally on window sills, throwing items from windows

• Storage of flammable materials is not allowed e.g. petrol, solvents, and fireworks

• Causing a fire alarm activation due to non attendance of food whilst cooking (please note that this is the most common cause of a Fire Alarm activation – take extra care)

• Use the laundry to wash and dry clothes as drying wet clothes in your room can cause damage to university property and will create a damp and hazardous environment.

Any student breaching health and safety rules and regulations will have to pay the full cost of repair and/or for replacement of any damaged safety equipment.

Once again if the investigation of the incident does not identify the student or students involved, then each student within the property will be charged. Caution fees can range from £25 to £200 or the full cost involved in the call out of the Fire Service.

Please note that a warning with an explanation of the breach in code is given for a first incident, this is to ensure you are fully aware of the impact of your actions. Depending upon the seriousness of the breach in health and safety regulations you could be given a caution fee in the first instance.

Health and well-being

You are reminded that you must register with a local doctor and dentist during your stay in Sunderland. This is free of charge for all students. If you do not register and you require medical care in your accommodation, this will not be possible. Details of local doctors and dentists can be found in your accommodation reception and our website; http://www.sunderland.ac.uk/residentialservices/a-z

If you have a medical condition it would be helpful to let staff and your flat mates know, so assistance can be offered to you at times of need.

Accident reporting

You are asked to report all accidents which occur on-site to a member of staff, as well as completing a university accident form which can be requested from your accommodation reception.

If you require an ambulance or the Fire Brigade

Depending upon the seriousness of the situation, you are asked to keep the RSA and/or security staff advised if you are feeling seriously unwell. This is so we can offer support where appropriate. In case of emergency please contact the University control room on ext. 4444. Should you require an ambulance or the Fire Brigade please dial 1999 (internal phone). Use 999 if making the call from outside of the University.

Campus police

The University of Sunderland has an arrangement with Northumbria Police in order that a police officer is allocated to the University to target crime affecting the University students and staff. Should you need to speak to the campus police officer you can do so in one of the following ways; ring on 3999, email on [email protected] or by contacting security either in the University Accommodation reception or via the Central Control Room on 0191 515 2028 (4444 in an emergency).

Crime and incident reporting

The University of Sunderland is committed to providing a safe and secure environment for staff and students to work and study. We are aware that there are various reasons why students may not wish to report crimes or incidents; we have therefore provided a facility to complete a report anonymously. The form is located at http://services.sunderland.ac.uk/forms/incidentreporting/


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Safety in your accommodation

• Never leave your window open even if you only leave your room for a few moments. Windows are fitted with restrictors to prevent them from over opening. Please do not remove the window restrictor

• Lock your room door when you go out

• Do not give your keys/access card or fob to anyone else

• Do not let strangers in to your flat (or the block communal entrances) and if there is someone who you do not recognise ask them who they are or report it to security

• Please report anything that you think is suspicious to security, who will attend either in person or by monitoring the CCTV and taking the appropriate action

• Security mark your possessions with your home postcode. UV pens are available at your University Accommodation reception or ask the RSA

• Do not leave cheque books, passports, credit cards or money lying around.

Personal safety information

Please take some time to read the following personal safety information.

When you first arrive, you will be keen to find your way around the campus and the city. Make sure that you keep yourself safe and ask a member of staff for general directions before you set off.

Sunderland has a comparatively low rate of crime affecting students and we believe students have a safe and secure environment here. In June 2014 Sunderland ranked in the top 15 of safest university campuses in the UK.

Please follow the advice below to help yourself to stay safe whilst you are here. We offer lots of crime prevention and

personal safety advice on our campus watch website: www.sunderland.ac.uk/campuswatch

When walking, avoid any shortcuts through dark alleys, parks or waste ground. Walk confidently and make sure that you do not have valuables on display such as mobile phones, money, jewellery, laptops or MP3 players. Try to disguise your items especially laptops in different bags rather than a carry case.

Travelling around campus

When you are travelling around the campus or city please stick to main roads and well lit paths. Try to avoid being out and about after dark especially if you are on your own, and use the campus bus where possible.

Student emergency taxi scheme

If you find yourself stranded with no money Station Taxis and Steels Taxis will provide transport. Simply sign the driver’s account slip, and hand him your Students’ Union membership card. Your card will be returned by the Students’ Union on payment of the fare. The telephone numbers Steels Taxis is 0191 510 9966 and Station Taxis 0191 565 6565 or why not download their smartphone app.

Fire safety informationThe fire alarms will be tested weekly. Please see notices in you’re your communal area for specific times.

Common causes of false fire alarm activation

The following list highlights the most common causes of fire alarm activations and what to do to avoid setting the fire alarms off.

Common causes of activation:

• Kitchen door being wedged open to let smoke out of kitchen when cooking

• Smoking cigarettes, including electronic cigarettes in the bedrooms (this is a no smoking environment and smoking will not be tolerated)

• Steam from showers

• Spraying aerosols such as deodorant and hairspray

How to avoid:

• Open the windows, and use the extractor fan whilst cooking or using the shower

• Do not leave shower doors open when in use

• Avoid spraying under the detectors

Fire door closers and seals

All kitchen and most bedroom doors have self closing arms fitted to them. It is essential that these doors are not tampered with in any way. The arms should not be removed and the doors should not be propped open in any circumstances. To meet fire brigade inspection standards we will invite you monthly by email to self-inspect your bedroom door, the self closing arms and seal. You will be asked to report any defaults found (we have adopted a self inspection routine to minimise the level of disruption to your privacy and appreciate your full cooperation).

Fire service call out

Any call out to the Fire Service is a very serious matter. During a call out up to three vehicles are sent to each site leaving the nearest Fire Station without the resources to attend another emergency.

• If there was a fire or a genuine belief that there was a fire in the property you must call out the Fire Service – there will be no charge made.

• If the call out is as a result of careless behaviour for instance careless use of aerosol sprays near to a detector, or the breaking of the glass panel on a fire alarm through reckless behaviour, you will be given a caution fee (particularly where the Fire Service attend unnecessarily). These charges can range from £25 up to £200 and worst case scenario issued with NTQ (Notice to Quit, asking that you leave your accommodation).

• If you call the Fire Service out unnecessarily you will be charged £200 plus administration costs and could also be subject to the University’s disciplinary procedure. The Manager(s) will be fair and reasonable when issuing caution fees for breaches of health and safety regulations, but they have a responsibility to ensure the health and safety of all residents within your accommodation.

If you dispute the charge you should discuss this in the first instance with a Hall Manager, but if you are unable to do so or are unhappy with the outcome, you can write to the Senior Manager giving the specific details of your concerns.

Fire alarm procedures

If the fire alarm sounds you must evacuate the property immediately. Instructions specific to your property are displayed on


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fire notices throughout the accommodation and will be explained to you during your orientation. Hall Staff and Security are designated Fire Wardens, and therefore if the fire alarm sounds you must follow their instructions. You are asked to provide as much information as you can associated with the alarm activation to the staff investigating the incident. This will help save valuable minutes.

If you see a fire or accidentally start a fire, sound the alarm by breaking the glass call point and leave the building immediately. Please ensure that you are familiar with the evacuation procedure, details of which are available in your room.

Any resident who fails to evacuate during a fire alarm or fire drill will receive a caution fee and you could face disciplinary action.

How the fire alarms work

The kitchens have heat detectors installed and they will only cause the fire alarm to activate when excessive heat builds up in the kitchen area. All bedrooms and corridors are fitted with smoke detectors. When they sense smoke near them the fire alarm will activate.

Do not cover the detector heads as by doing so you are putting yours and others lives in danger and as a consequence significant caution fees will be imposed and you could face serious disciplinary action.

Please note – the detector heads cannot tell the difference between smoke from a fire, smoke from cigarettes, hairspray or deodorant, steam from the bathroom or anything else that is similar to this, so all of these will cause the alarms to sound.

Student responsibilities

• You must not tamper with fire safety equipment

• Report any defective equipment to a member of University Accommodation staff as soon as possible. If it is out of office hours, please report to security

• Ensure that all corridors and stairways are clear at all times

• Treat all fire alarms seriously

• Participate in all fire drills (twice a year)

• Be aware of the evacuation process; information is displayed in each room

• Ensure you familiarise yourself with the different types and uses of fire extinguishers

• Follow instructions given to you by the Fire Warden when leaving or returning to the property

• Provide any information you may know to staff investigating a fire alarm activation

Please advise the University Accommodation Office if you have a disability which may affect how you are able to respond should the fire alarm be activated.

University responsibilities

• To maintain all fire safety equipment to the satisfaction of the Fire Safety Officer

• To inform residents of the fire safety and evacuation procedures

• To appoint Fire Wardens and Senior Fire Wardens

• To carry out regular fire drills

• To have a viable fire safety procedure

• To ensure that the whole building is evacuated in the event of a fire alarm sounding

Electrical equipment All electrical equipment that is supplied by the University is regularly tested and meets the current British Standards Institute (BSI) guidelines (Kitemark). Any electrical equipment that you bring to use in University accommodation must carry the BSI Kitemark and be in good working order with a current Portable Appliance Test Certificate (PAT).

Please do not bring with you additional kettles, fridges/freezers, toasters, microwaves, irons or other kitchen equipment as we provide it for you. Do notuse electrical kitchen equipment in your bedroom.. Fridges/coolers are not allowed in bedrooms except for those supplied by the University in Scotia Quay and any which have been authorised for medical purposes.

Please do not use any kind of additional heating appliance in any part of university accommodation as they may present a fire risk. They can also have an adverse effect on other heating systems. Any heating appliances found whether in use at the time or not will be removed and then returned to you at the end of your contract date or upon departure. If you are cold or having problems with heating please discuss with a member of staff.

Electricity and energy: inclusive (rent and energy combined)

We have in place a “fair energy in use policy”, simply this means as part of our environmental commitment to reduce waste, we monitor your energy use against a weekly allowance, those groups of residents over using the provision will be contacted and advised of the consequences (over use will be charged). Help and advice will be provided to enable residents to reduce waste.

Extension cables/Electrical adapters

Please note that electrical adapters are unsafe and cannot be used in Halls. You can use multi-socket extension leads, which meet BSI 363A, 1984 standards, which have a fused junction, so long as they are used carefully (not overloaded) and leads are not stretched across rooms or doorways, as this will cause a trip hazard. You must never use a continental type two-pin plug in a three-pin socket or an international extension lead as this is a fire risk and extremely dangerous. If you are unclear on what you are allowed to use, please contact your University Accommodation reception where a member of staff will be happy to advise you.

Voltage differences

The supply voltage in the UK is 240v and you connect to the power supply using a 3 pin 13 amp plug.

Unsuitable household equipment

There are certain types of household equipment which are not permitted for use within University Accommodation. The list below is provided as a guide but is not exhaustive:

• Candles, flares or joss sticks (or any item with a naked flame) – please do not bring them into your accommodation even if you do not intend to burn them.

• Flammable equipment such as petrol or other fuels

• Barbecues

• Chip pans and deep fat fryers: Deep fat frying is not allowed in university accommodation as it poses a serious risk of fire. Should any ‘make do chip pans’ be found in your kitchen staff will remove them. They can be collected when you vacate the property. If you do deep fat fry and cause a fire, you will be charged accordingly for any damage and for the call out to the Fire Service


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• Heating appliances and kitchen electrical equipment

• Halogen bulb desk/table lamps, owing to the risk of fire the use of lamps with halogen bulbs is not permitted in university accommodation

• Any unsuitable household equipment in your room/flat will be removed by University staff, in most cases items will be stored and returned to you upon your departure, however there are exceptions to this such as:

• Any item which is illegal will be handed over to the Police (see list of dangerous offensive weapons on page 30)

• Items which are difficult to store due to Health and Safety regulations such as fireworks, petrol or other fuel will be disposed of and will not be returned to you when you leave.

Large items which may require storing on your behalf will be stored off University premises and associated costs passed on to you. For more information please talk to a member of staff from the Accommodation Office.

You may have a caution fee raised against you and disciplinary action taken where you have breached the health and safety guidelines.

Buildings and grounds maintenanceGeneral maintenance

Our aim is to cause as little disruption to our residents as possible so we often schedule our planned maintenance and decoration programmes during the summer months, when the majority of our residents have left for the summer. Residents who live with us over the summer may be asked to relocate if their room is being decorated. This is unavoidable and we therefore commit to communicate such activities in a timely manner to those residents involved.

Your assistance is appreciated in helping us to maintain the grounds by not dropping litter and in particular leaving the refuse points tidy and free from loose debris.

The salting, gritting and snow clearance policy is displayed in reception. “Our service is proactive and in alignment with our winter and road gritting provision: The Met Office send bespoke forecasts each day on a regional basis. The trigger for the service is frost, ice or snow of any significance.”

Pest control

If you find an infestation of insects (or other) in your flat you must ensure it is reported to your accommodation reception so that it can be investigated and appropriate action taken. Do not assume that someone else will report it. If you are unsure, ask us to take a look.

Repairs

Residents are not permitted to carry out their own repairs.

If you find that something is broken or missing in your flat you must ensure it is reported so that it can be repaired. Do not assume that someone else will report it.

In your accommodation reception you will find defect repair forms, they can also be found at; http://www.sunderland.ac.uk/residentialservices/a-z

Please fill these in with as much detail as possible so that it is clear what and where the fault is.

You can also email your defect request to the address shown on the inner page of this document, please make sure that you put as much detail as possible in the email so we can find the reported fault (i.e. room number and location).

Although we try to ensure that all faults are repaired within 20 working days, it sometimes takes longer if parts are needed to complete the job. Whenever possible you will be notified of delays.

Repairs are undertaken by University staff or authorised contractors between the hours of 9am – 5pm. If you feel you need to be present during the repair this can be arranged (it’s likely that this will cause a delay to the repair).

The length of time you have to wait for a repair to be completed will depend on the nature of the repair. Facilities department will assess each job and place it into one of the following categories.

Timescales for repairs:

Emergency requests (within 2 hours of receiving the request)_

Examples of this – loss of electrical power (not caused through supplier); heating failure to a whole building or area; dangerous structures such as broken glass and so on; failure of a WC or water supply where an alternative is not available.

Urgent requests (within 12 hours of receiving the request)

Examples of this – water heater not working; toilet blocked; no electricity in the kitchen; door closer not working; flat door not latching.

Priority requests (within 7 working days of receiving the request)

Examples of this – grill on cooker not working; sink leaking; bathroom fan not working; shower not working; bad smell from drains and so on.

Scheduled requests (within 20 working days of receiving the request)

Examples of this – routine repairs such as dripping taps; handles missing from cupboards; shaver lights not working; blinds to re-fix; drawers jamming and so on.

If you have reported a repair and it has not been repaired within 20 working days please contact reception.

Restricted Areas

Roofs, cleaner cupboards, offices, security lodges, boiler rooms, teaching areas and catering areas, during officially closed periods, are all out of bounds to students.


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When you leaveCheck your accommodation

You must vacate your room before 10:00 on the end date stated on your contract. You will receive a reminder before your departure giving you guidance on what you need to do before you leave, further information can be found on our website.

http://www.sunderland.ac.uk/currentstudents/beforeyougo

Please ensure that when you leave you clear your accommodation of your belongings, ensuring it is left in a clean and tidy condition with all rubbish disposed of. Any items suitable for re-use such as unopened tinned or dried food items (which need to be in date) can be taken to reception. Arrangements will be made with a local charity to re-use the goods. It is essential that you switch off lights, sockets and taps, close and lock the windows and lock the door before you return your key (and access card) to reception. If you are in any doubt, discuss this with a member of staff.

End of tenancy check

It is not possible for all rooms to be inspected before you leave. The property will be inspected when the last person has left the flat. If you are all leaving the property at the same time, it may be possible to arrange a final inspection when you are all present. To arrange this appointment it is advisable to give 7 days’ advance notice. Please remember that inspections can only take place Monday to Friday during normal office hours.

Returning your key/access card/fob

Ensure that your room is locked when you leave. Return your key, access card and or fob to reception ensuring that you sign the key signature book. If there isn’t staff members available, please deposit keys/access cards/fobs in the relevant key box which can be found in reception. Please do not leave your key with a friend or in your room or flat. If you have lost your keys, access card or fob you should report this immediately. If you leave keys lying around and they go missing you will be charged the cost of replacing the locks. If you take keys home with you (as soon as possible) please contact your university accommodation reception and advise them as time delays incur charges. Keys should be returned by special recorded delivery to the University Accommodation Manager in your residence.

If you do not return your keys on the last day of your contract and there is no explanation, a £50 administration charge plus room rental will be charged on a daily basis until the keys are returned or the locks are changed.

Leaving early

For the majority of students there is no notice period in your tenancy agreement which means you will not be released from your contract to live in non-university accommodation, whether privately rented or your home address. If you leave for any reason, you will remain responsible for your rent until the end of your contract or until the room is re-let to another student who is not already contracted. You will remain liable for the rent until the new occupant moves in. The Accommodation Office in The Gateway will assist you in advertising your contracted room on StudentPad

Left belongings

You are responsible for the removal of all items at the end of your accommodation contract. We will endeavour to contact owners when items of value are left behind. Goods not removed will be disposed of through our supported charity route.

Extending your stayIf you need to stay past the end of your contract date (to re-sit an exam, graduation or an accommodation requirement through the summer) you must inform the Accommodation Office in The Gateway as soon as possible. In these circumstances it is important that you understand this will not be an extension of your original contract but will be a separate contract for short stay and will be dependent on availability at that time. Please do not assume that you will be able to stay in your room. In most cases, students will need to stay in short stay accommodation which is offered at Clanny House.

Renew your contract for next yearStudents wishing to secure a room for the following year are advised to visit visit our website at http://www.sunderland.ac.uk/residentialservices/currentstudents


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Staff within the University accommodation team

Your 24/7 network of support: available evenings/throughout the night and weekends.

We have a team of Residential Student Assistants (RSAs) who live on-site at each university accommodation. The RSAs are students who have experience of living in university accommodation themselves. They are employed to provide information, advice and support to residents and to contribute to the smooth running of the student community. They are also responsible for fire safety, responding to emergencies and maintaining good order in the accommodation. There is always a duty RSA on call between 17:30 and 08:00 and during the weekend. The RSA will be your first point of contact if you need help or advice. You can contact them through the on-site security. The RSA duty rota is displayed in the security reception.

The RSAs staff your Accommodation reception each evening between 17:30 to 19:00 and have designated a time to walkabout the site, meet with residents and provide information. (See the reception for times).

The RSAs work very closely with the Manager(s) and Security. They also signpost students on to other university support staff: nurse and medical support, health and wellbeing, counselling, financial support and the Students’ Union.

Security Staff

University Accommodation have security staff available in the evenings, weekends and bank holidays’/university holidays. They are supported by the University security control room (24/7 facility) and mobile security providing you with support and reassurance. They will also contact the University campus police on your behalf if necessary. You can contact security by dialling the number appropriate for your accommodation:

Clanny House 3654

Precinct 3611

Panns Bank/Scotia Quay 3652

University Control Room (24/7) 2028

Emergencies 4444

Police 3999

The Hall Manager and Assistant Hall Manager

The Hall Manager and Assistant Hall Managers are available Monday to Friday, 08:00 to 18:00. The Manager looks after the care and well-being of all residents and during the day is likely to be your first point of contact.

They are also responsible for cleaning services, registering students arriving in university accommodation, and assisting in the co-ordination of the security, maintenance, recycling and porterage task. All issues relating to damage or repairs should be reported in writing and left at the security reception, or online and emailed for the attention of the Assistant Manager(s). Please see the front of this booklet for relevant email addresses.

The Manager is there to ensure a happy and well cared for student community, in which all residents can socialise, relax and study. This is not always an easy task as this may involve student discipline and the issue of warnings and caution fees.

Facility Support Assistants (FSAs)

The Facility Support Assistants work with the Hall/Assistant Managers to ensure the site and its facitlites are working correctly.

Senior Manager(s)

Our primary role is to ensure your stay in university accommodation is memorable for all the right reasons, ensuring information is clear and transparent and that our team members are helpful, responsive and accessible.

The Accommodation Office Manager: Marketing & Development of Accommodation

Responsibilities include room allocations, contracts, rent collection, legal issues in connection with your accommodation contract and managing the student complaints process.

The Accommodation Operations Manager

Responsibilities include the interpretation and application of the University’s Code of Practice, as well as welfare matters and managing the student disciplinary process.

Accommodation Officers

There are a number of Accommodation Officers based in the University Accommodation Office in The Gateway. The Accommodation Officers are able to offer advice and support. They are your first point of contact during office hours for any queries or problems relating to your accommodation contract.


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How to raise a concern or make a complaintDisputes (between residents)

Students are expected to attempt to resolve disputes amongst themselves, if possible. If the dispute becomes difficult to resolve the Resident Student Assistant (RSA) will offer support (they can be contacted using the University Accommodation security number). Where the dispute has become irretrievable or where there has been a serious breach of the Code of Practice the matter will be elevated to a Senior Manager to further investigate. This could ultimately result in one or more of the residents being relocated into another University property.

“How to Deal with Problems with Other Residents and How We Can Help You” is a useful document and can be found in your accommodation reception.

Whilst the Accommodation Team always aim to provide high quality services, there are times when things do go wrong, when that happens we have a Comments and Compliments Policy which ensures comments/concerns are investigated and services are improved.

If you wish to raise a concern about one of our services then please let us know, and we will try to deal with the problem straight away. All details should be passed to the Facilities Helpdesk via telephone on 0191 515 3366 or email [email protected]

If, after the initial response you are still unhappy or if you wish to make a formal complaint you can complete our online form which can be found on the following website address: http://www.sunderland.ac.uk/facilities/customerserviceinformation

Once your complaint has been received you will receive an acknowledgement letter/email within two working days. Your complaint will then be fully investigated by

us and you will receive a full response within 10 working days.

If you remain unhappy with the outcome you may pursue your complaint in one of the followingways: Students should follow the Student Complaint Procedure

http://services.sunderland.ac.uk/academic-services/

Staff and Visitors may write to the Residential Services Manager within five working days.

Anti-social behaviour - conduct and noise disturbanceStudents are expected to conduct themselves generally in a manner which does not cause risk, distress or fear to others or damage the University’s reputation, and which is in keeping with the principles of all members of the University community acting with dignity and respect.

The University is a vital part of the local community, and our expectations also extend to the way in which our students live in that community and conduct themselves in relation to others there. Because of this, the University does reserve the right to take action – including formal disciplinary action – in respect of any misconduct wherever it may have taken place, when it is considered necessary to protect the safety, interests or reputation of the University, its staff, or students.

Conduct

We hope that you find your accommodation to be a good environment for both study and leisure. In making a choice to live here you must understand that you are part of a community, and as such must observe any regulations that have been agreed to make living there a pleasant experience for everyone.

There is a standard of conduct expected in all university accommodation.

The purpose of this is to:

• Enable all students to enjoy living in the accommodation

• Ensure that the health and safety of all residents is protected

• Ensure the smooth running of a large community

• Protect University property

• Ensure that local residents are not disturbed or inconvenienced

Misconduct

Some types of behaviour are unacceptable to the University. Misconduct is treated very seriously and may result in the University’s disciplinary procedure being invoked and/or your exclusion from University accommodation. Serious or repeated acts of misconduct could result in suspension and/or exclusion from the University. If the law has been broken the police will be informed.

The following list, which is not conclusive, gives examples of unacceptable behaviour:

• The misuse or removal of safety equipment, particularly fire extinguishers and fire alarms, and the removal or defacing of safety notices

• In keeping with University policies: sexual, racial, physical or other harassment or behaviour that causes fear or distress to others, including threatening or abusive or disorderly, irregular or unreasonable behaviour (i.e. propaganda)

• Theft or any criminal or serious offence on University premises

• Damage to, or wrongful treatment of, the property of the University or any of its staff, students or visitors

• Any action likely to cause injury to any person or impairing the safety of the premises or its occupants

• Negligence which causes loss, damage, injury or puts others at risk

• Use of dangerous and/or unauthorised equipment

• Use of illegal substances

• Possession or use of offensive weapons

• Nuisance behaviour

• Misuse of social networking sites

Accommodation staff have a right to be treated politely and with respect at all times. Violence, aggressive or abusive behaviour towards residents, visitors or university staff will be reported to the Campus police and will be the subject of university disciplinary procedures.

Your conduct could also impact upon later application to live in university accommodation.

Dangerous and offensive weapons

The University has a zero tolerance attitude to any type of weapon or implement that the University finds offensive which is stored in University buildings and this includes university accommodation.

Weapons include anything that can be deemed as harmful to an individual, this includes replica weapons.


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Dangerous and offensive weapons includes;

Firearms (including replicas, imitations and models)

Deactivated Firearms

Swords/knives (including replicas)

Air Guns/BB Guns (including replica)

Crossbows/Spear Guns

Anything capable of discharging any shot, bullet or other missile or electric charge including explosives and fireworks.

Any weapon found in accommodation will be reported immediately to the necessary security individuals, this can include the police. In cases where disciplinary action is necessary the action could result in you being excluded from University accommodation, irrespective of any action the University or the police may wish to take.

Drugs and illegal substances

Illegal substances (including cannabis) are not allowed in residences. The possession and/or supply of certain drugs (Class A, B, and C) is a criminal offence and the University strictly upholds its legal obligations to prevent such activities taking place on its premises. Hall Managers and Assistant Hall Managers will exercise their jurisdiction to confiscate any illegal or suspicious substances if found on-site. In cases where deemed necessary the police will be called.

Drug possession or bad behaviour caused by taking drugs or the involvement in a criminal activity constitutes a University disciplinary offence and grounds for terminating a Student Accommodation Agreement.

Nuisance behaviour

Residents must not engage in any behaviour constituting to a nuisance or annoyance to any other resident/s or interfere with the quiet and comfort of other resident/s or users of neighbouring property. Please

remember to consider the effect your actions may have on any neighbours living within your community.

Social networking sites

Such as Facebook and Twitter: You are asked to remember the public nature of such an environment and anything you may choose to write there, in particular indecent, defamatory or not in keeping with the University Dignity and Respect policies, could be used as evidence within the disciplinary policy.

University accommodation disciplinary procedureFollowing the outcomes of a full investigation you may receive a verbal or written warning if your conduct is considered to be unacceptable. In more serious cases the University disciplinary procedure may be invoked. If an allegation of misconduct is made against you, which is likely to lead to disciplinary action, you will be referred to the University procedure on the accommodation website or we can arrange to send full written details of the procedure.

If the misconduct is considered to be serious enough you could have disciplinary action taken against you without ever having received a verbal or written warning. This would obviously depend on the seriousness of the misconduct.

The aim of the disciplinary procedure is to ensure that:

• All students are aware of what constitutes unacceptable behaviour so that it can be avoided in the future

• To charge for damage or a breach in safety regulations to ensure that all students behave responsibly (caution fee)

• In more serious cases to enable the University to move students to a new location

• In very serious cases to enable the University to remove students from the accommodation or the University for the safety or well-being of other residents

Failure to attend a disciplinary or investigatory meeting, interview or hearing without reasonable notice may result in your case being elevated to the next level of the disciplinary procedure.

Whilst living in a University accommodation you are bound by the terms and conditions in this Code of Practice. If you feel that staff have not acted fairly, or have not acted in accordance with the procedures detailed in this booklet, you should raise any concerns with the Accommodation Manager or the Students’ Union both of whom are able to offer you impartial advice and support.

Caution fees

The University will issue a caution fee where they feel a resident is putting their own or others health and well-being at risk due to their actions.

In most cases residents will receive a ‘warning’ before they receive a caution fee, however, there are some actions that will receive an immediate caution fee and in some cases disciplinary action. Actions where warnings will be issued include non removal of refuse or excessive noise. Actions where immediate caution fees will be issued include, not evacuating during a fire alarm, smoking within accommodation, having items stored in your bedroom or flat which may cause a health and safety risk such as petrol or other flammable materials, blocking fire doors or propping open fire doors.

Please note – these lists are not exhaustive and warnings and caution fees may be issued by a Hall Manager as deemed appropriate.

A full list of prices relating to damage can be found in the “Information for Living In” booklet located on your flat noticeboard and in your Accommodation reception.

Damage charges

You are responsible for the fixtures and fittings in your room and communal areas within your flat. The University will charge residents for vandalism and damage caused to university property in halls during the year, however, we know that accidents happen and you may not be charged if we feel that something has been damaged accidentally. Please tell us about any damage so that we can repair it and investigate the cause as soon as possible.

The University operates this policy to maintain the high standards of the accommodation, ensuring future students can enjoy the benefits of good quality accommodation too. Items which need replacing as a result of fair wear and tear will not be charged to residents, however all damage even if it is accidental will be charged. In addition to this we will charge for any additional work that is carried out by staff should the cleanliness of your flat not be acceptable.

Often fixtures and fittings used in the University Accommodation are manufactured to a different specification than those you would find in at home, therefore the costs for replacement may be significantly higher.

How are damage charges issued?

• Once damage is identified a Hall Manager will conduct an investigation into how the damage was caused and if possible find who is responsible. If it is applicable a ‘7 Day Notification of Invoice’ form will be raised and issued to the resident/s involved in the damage

• Where an individual/s cannot be identified then the cost will be shared amongst all of the residents within the immediate area


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• You are responsible for any guests you invite into University Accommodation. If they damage university property while they are here you will be liable for the costs

• The residents have 7 days to respond to the notification. After this time a request for payment will be raised for the full cost of the damage. You are advised to use this time to raise your concerns or provide more information. Do not ignore the 7 Day Notification as charges do result from these forms (if no explanation is provided)

Damage charges

These are not caution fee’s, but charges that the University has incurred as a result of either accidental damage or malicious damage charged back to the resident. In the case of accidental damage the cost will be passed to the student (s) involved. In the case of malicious damage there will also be disciplinary proceedings. Students wishing to query charges should use the appeals procedure. All appeals must be lodged within 7 working days of the notification of damage.

Payment for damage charges should be made via the online store unless advised otherwise.

In summary What you need to do

Read this Living In code, “it forms part of your legally binding contract” and helps the smooth running of the accommodation community and for your enjoyment of university life.

Complete your online ‘start induction’.

Complete the inventory (individual and communal) when you first move in and return as soon as possible

Familiarise yourself with university staff and the support networks available as they are there to help you.

Always evacuate if the fire alarm sounds.

Pay your rent on time.

Report repairs, faults and problems as soon as possible.

Report all accidents or suspicious incidents to staff at reception or to the Campus Police Officer 3999.

Serious incidents should be reported to the Police (1999 from your accommodation – (999 when calling from outside the University).

Want to be kept up-to-date? Keep an eye on the general and laundry notice boards, reception touch screens and university accommodation website and we will email you.

Use the Accommodation Office Facebook and twitter social networking pages.

Use the recycling facilities provided and use your energy wisely.

Notify us of email and mobile number changes or you can update your own records using the Accommodation online booking system.

Please don’t!

Smoke as it is not permitted in any area within accommodation. There are designated external smoking points externally on campus

Put yourself or others at risk: use the transport available.

Leave doors and windows open when rooms are not occupied.

Let anyone else borrow your keys or access card. If you lose your key/card, report it immediately.

Breach the Health and Safety rules as you may be issued a caution fee.

Be a nuisance to others, respect their needs; in particular don’t create noise pollution and keep noise levels down.

Keep an untidy flat: set up a cleaning rota with your flatmates and ensure you remove rubbish on a daily basis.

Deep fat fry or use chip pans.

Leave your food unattended when cooking (grill pan fires are the most common incidents in accommodation).

Use candles or items with naked flames.

Damage university property, fixtures or fittings, as you will be asked to pay.

Keep pets (except in circumstances of disability).

Forget to return your keys/card/fob on departure.


Accommodation OfficeThe GatewayUniversity of SunderlandCity CampusChester RoadSunderlandSR1 3SD

Tel: 0191 515 2943Fax: 0191 515 2902Email: [email protected]

Web: www.sunderland.ac.uk/residentialservices

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