Tenant Handbook - Fresh Student Living

TENANT
HANDBOOK
2014 -15
THE BOULEVARD
Contents
Page 1
Welcome to The Boulevard
Page 2
Location & Contact Details
Page 3
Moving In
Page 6
Security
Page 7
What to do in an Emergency
Page 8
Your Tenancy
Page 9
House Rules
Page 10
Room & Flat Inspections
Page 11
Repairs & Maintenance
Page 12
Customer Feedback
Page 13
Moving Out
Page 14
Summary of Re-Charges
Welcome to The Boulevard
Thank you for booking your accommodation with us this year – we’ll do our
very best to ensure that you have a fantastic stay here.
There’s not long now until you arrive, so we’ve put together this handbook so
you can find out more about your upcoming stay at The Boulevard. It contains
lots of information that we hope you’ll find useful including:
• Our contact details and facilities
• Key points about your tenancy
• What to bring with you
• What to do in an emergency
If we’ve missed anything out then please give us a call or send an email.
We also recommend that you follow us on Facebook and Twitter, as we’ll often
use these to fill you in on the latest information. You can find us at:
www.facebook.com/TheBoulevardYork
@BoulevardYork
Please remember that you’ll also need to complete the online induction
checklist before you arrive. So if you’ve not done so already, log in to the
Fresh Student Portal using your reference number and email address and it
will guide you through the short process.
If you’ve any other questions just let us know, otherwise we look forward to
meeting you very soon!
Claire Myers
Accommodation Manager
Page 1
Location & Contact Details
Below you’ll find your new address. We’ll confirm your room number once you
check in, then you can let all your friends and family know where to send
goodies to!
Flat Number….
The Boulevard,
6-18 Hull Road,
York,YO10 3JG
Please note your Flat/Studio number is made up of - 1st letter indicates Block,
2nd number indicates floor,3rd number indicates Flat/Studio number, 4th letter
indicates room.
Here’s a map of our location, which should help you find us if you’ve not been
here already.
d
lan
s Is
Fos
te
rga
llie
Co
St Aelred R
Tang Hall
Explore Library
C Church
Rd
Alexandra Ct
Hari
use
A1036
Lawrence St
A1079
an
A
al
Osb
Ln
ick
dw
gate
Hull Road Park
Freshw
ays (Y
or
Lawrenc
e St
Hull Rd
St
Regent
r Way
Fewste
er O
Riv
ton
A1079
Farrar St
7
St
Hestington
Rd
Hestington Rd
k) Ltd
A1 0 7 9
A1079
Hull Rd
ie
Th
Thief Ln
Th ief L n
Th i e
A1079
Hull Rd
f Ln
Hestin gton Rd
A19
David Lloyd York
U niv
York Cemetery
Hul l Rd
n
fL
Newland
Park Dr
it y
Rd
te
ga
ry R
d
er
ers
Fish
Ouse
River
Sandringham St
St
Kexby Ave
Escrick St
Fl a x m
ld Ln
Millfie
Abbotsford Rd
22
Kent St
nce
St Lawrence Church
We
llin
g
York Barbican
Fishergate
Primary School
ete
rrance
Te
Walk
Ce
m
New
n St
Ave
uin
Alc
Derwent Jr School
B1
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Parag
Ave
Waitrose
Law
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Tower
St
ngton
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Hom
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Barc
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Clifford's Tower
A1036
Wa
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Green Dykes Ln
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Ta n g
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W
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Ra
Tang
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Av
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rose
James St
lan
Fos s Is
River Foss
Ave
Mel
36
A10
ate
sg
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Fo
oppergate
hopping Centre
antine
Const
Hazel Ct
ve
mbles
Low Moor Allotments
Grange St
Un
ive
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A19
Riv
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York University
Heslington Church
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Contact Details
Accommodation Team
• Accommodation Manager – Claire Myers
• Customer Service Advisor - Joanne Doran
• Maintenance Operative - Andy Johns
• The Accommodation Team is available Monday to Friday from
8.30am until 5pm. If for any reason the office is unmanned during these
hours, please use the Emergency Mobile Number below to contact staff.
Telephone
• The Accommodation Team can be contacted on 01904 232 894 or by
emailing theboulevard@freshstudentliving.co.uk
Out of Office Hours Emergency Number
• You can contact someone outside of office hours on 0752 586 3870.
Page 2
Moving In
If you’ve not done so already, you should book your move in slot on the Student
Portal. That way we’ll know when to expect you and we can make sure your
room is ready and waiting for your arrival!
What to bring with you
Your room is fully furnished but you will need to bring your own:
• Bedding (i.e sheets, pillows, pillow cases, duvet, duvet cover)
• Computer or laptop
•Towels
• Coat hangers
•Toiletries
• Toilet paper
• Basic kitchen pieces (plates, cutlery, pans, microwaveable dishes)
If you’re living in a shared flat, we recommend that you wait until you arrive to
buy some items. That way you can spread the cost with your flat mates. This
includes items such as:
• Kitchen items – e.g pots & pans, plates, glasses, cutlery
• Food and drink
Please do not bring:
• Fridges (including mini-fridges)
•Candles
• Shisha/Hookha Pipes
• Portable Heaters
Kit Yourself Out!
Don’t forget you can order a range of kitchen and bedding packs online at
www.unikitout.com/collections/fresh-student-living before you arrive – and there’s
10% off if you use the code FRESH14 at the checkout!
When you arrive
When you first arrive, come to Reception. Please remember to bring with you
proof of being a student (e.g. a confirmation letter from your university) and some
Identification.
You will also need to complete the “Condition and Inventory Form”, which you
will find on the Student Portal. You need to do this within 48 hours of
your arrival otherwise any damaged or missing items will be deemed to be your
responsibility.
Page 3
Your Room
So, you’ve got your key and found your new room. If you’re in a shared flat,
please take some time to introduce yourself to your new flatmates if they’re
around. Remember, everyone is in the same boat, so don’t be shy! You can
then set about making your room your own, but please don’t use sticky tape,
‘blu-tack’ or similar adhesive, stick pins, nails or screws into the walls.
TV
Remember if you plan to use the TV provided (and if you watch it through
4TV) you’ll need to have a valid TV Licence too. Please visit www.tvlicensing.co.uk for details and pricing.
Internet
StudentCom provide the internet connection to your room via the network
socket.
Their broadband gives you access to the UK’s fastest speeds and is backed
up by a support team if you need any help. You get 30Mb of Broadband
included in your rent which should be great for most of you.
You can upgrade to a higher connection though – please contact StudentCom
directly about this.
Page 4
Post
Each shared apartment has a letter box in which post is delivered to. If you’ve
been sent a parcel that doesn’t fit in the letter box you can come and sign for
the delivery in Reception. Please bring your ID with you when collecting parcels. If you lose your letter box key there is a charge of £4.50 for a replacement.
Laundry
There is a coin laundry located on the ground floor of A block and B block,
these are located next to the lift.
Car Parking
There is no car parking available at The Boulevard.
Bicycle Store
The bike stores are located behind Blocks A and B and between Blocks C, D
and E.
Page 5
Security
Your Front Door Keycard
Your safety and security is of utmost importance to us. You will be given a
keycard which will give you access into the building, your shared flat, your own
bedroom or studio. If you get locked out of your flat or room, there is a £10
charge. If you lose your key/fob there is a charge for a replacement.
Visitors
Anyone wanting to visit you will need to call you directly to alert you of their
presence. You will need to go down to the main gates to meet them and grant
them access.
CCTV
The building is covered by CCTV for your safety and peace of mind.
Police/Fire/Ambulance
Please see the “In an Emergency” section for details of who to contact.
Keep Yourself Safe
• Always lock your doors and windows
• Be vigilant with items such as laptops, mobile phones, game devices and
other high value goods
• Do not let strangers into the building
• Do not let strangers tailgate into the building
• If you lose your keycard, report to reception immediately
• When you have visitors, please escort them in and out of the building
• Never lend others your keycard as this is unique to you and will incur
charges if mislaid
Crime Stoppers
To report a crime anonymously (and in situations which are not an emergency)
call Crime Stoppers on 0800 555 111.
Contents Insurance
Contents Insurance with Endsleigh Insurance is provided for all students. Find
out more at www.endsleigh.co.uk. Your Insurance Certificate will be available to
view when you have completed the online induction on the Student Portal.
Page 6
What To Do In An Emergency
Hopefully you’ll never need it but below is a quick guide on what you should do in an
emergency. Some of the below information may be particularly useful to our
international students, but everyone should take a look and familiarises themselves
with the info.
Fire Service
If you discover a Fire, call 999 and ask for the Fire Service.
Our building has been designed for your safety in the event of a fire. If a fire is
detected on your floor, the fire alarm will activate. On hearing the alarm you must
leave the building and go straight to the assembly point. Do not run or stop to
collect your belongings. Any person found to deliberately set off alarms or to tamper
with fire equipment, may face financial re-charges that are levied by the Fire
Service.
If you live in blocks C,D or E and the alarm sounds in room please break the
emergency call glass in the corridor which will alert reception.
Assembly Point
The assembly point in the event of a fire alarm is behind block A for block B and
behind block B for all other blocks.
Fire Alarm Tests
We test the fire alarms every Friday at 11am.
Ambulance
If someone has had a serious accident, call 999 and ask for an Ambulance.
Ensure that someone is designated to meet the ambulance at the entrance of the
building and to escort them to the injured person.
Situations when an ambulance should be called include:
• If someone is unconscious or has slipped in and out of consciousness
• If someone is bleeding heavily
• If you suspect broken bones
• If someone has a deep wound
• If someone has difficulty breathing
• If someone has severe burns
• If someone has a severe allergic reaction
NHS 111
The NHS 111 service is available
24 hours a day. You can call 111
when you need medical help fast but
it’s not a 999 emergency.
You can call them on 111.
Page 7
Your Tenancy
Your tenancy agreement is an Assured Short-hold Tenancy. This means you
have a right to stay in your room/studio until the end of the agreed tenancy
period. We cannot evict you without a court order.
When you signed your tenancy agreement you made a legally binding
agreement with Fresh Student Living to keep to the terms and have accepted
the responsibilities of the agreement.
We expect you to:
• Pay your rent at the agreed time
• Look after your accommodation and keep all areas clean
• Behave appropriately within the building and surrounding areas
• Be respectful to other residents
We will:
• Carry out repairs within the stated timescales
• Keep the communal areas clean
• Carry out regular health and safety checks
Page 8
House Rules
We think we’re pretty easy going, but there are a few rules that we’d ask you to
stick to for your own safety and the comfort of others.
Window Restrictors
Window restrictors are installed in the accommodation for your protection. You
are not permitted to tamper with or remove restrictors at any time. If we have to
re-instate window restrictors there will be a recharge to you.
Smoking
The building is a smoke free zone, this includes your bedroom, en suite
bathroom and kitchen, as well as all communal areas, and outside underneath
windows, or on the roads, paths or pavements immediately outside the building.
Illegal Substances
The use of illegal substances is not permitted within the building.
If we have reason to believe that you are using or passing illegal substances to
others, we will take the following action:
• Report you to the Police
• Report you to the University
• Serve you with a warning notice
• Support any police action/prosecution
This could result in your tenancy being terminated and losing the right to your
tenancy with us.
Pets
Fresh Student Living operate a strict no pet policy. With the exception of guide
dogs, you are not permitted to keep pets or allow any pets of any kind into the
building.
Overnight guests
You may have occasional overnight guests. Please do not invite someone to
stay for more than three consecutive nights and out of courtesy always consult
with your flatmates first if you live in a shared flat.
Termination of Your Tenancy
As a tenant on a fixed term assured short hold tenancy you do not have the right
to end your tenancy early even if you later are no longer a student.
Fresh Student Living can seek repossession of your tenancy if you fail to pay
your rent or breach the terms of your Tenancy Agreement.
Page 9
Room & Flat Inspections
You are responsible for cleaning your room, bathroom, kitchen and flat corridor.
We will carry out full room and flat inspections at least three times during your
tenancy period where we will check for cleanliness, damage and for missing
items.
At each inspection you will be told if there is to be a charge for repairs and
cosmetic restoration works. You will be invoiced for recharges for the first two
inspections and on the final inspection a deduction will be made from your
deposit.
The recharges for cleaning, damages and missing items can be found at the end
of this handbook.
At the end of your tenancy you will be expected to leave your accommodation
clean, remove all rubbish and leave all fixtures and fittings as you originally
found them.
You will be charged for the following types of damage:
Repaint of Walls
• If the plaster has been damaged due to tenant fixings
• If the plaster has been damaged due to misuse
• Any food or grease stains
Clean or Replacing Flooring
• If the flooring has burns or scold marks
• Any other stains
• Debris left on the floor
Replacing a bed/mattress
• If the mattress fabric has split or is stained
• If the bed structure needs repairing before a new tenant can use it
These are just a small sample of examples of when we will recharge for
damages or for cleaning.
Page 10
Repairs & Maintenance
Repairs and maintenance reporting couldn’t be easier. Just log onto the
Student Portal and report any issues you may have on the maintenance log.
This can be done from the comfort of your room or even on the go 24hrs a day.
We aim to complete repairs within the following timescales:
Urgency
Timescale
Includes
Emergency
Repairs
Within 24 hours of
being reported.
An emergency repair is any repair required
to avoid danger to the health and safety
of residents. E.g. No power supply,
overflow of sewage.
Urgent
Repairs
Within 5
working days of
being reported
An urgent repair is any repair which materially
affects the comfort or convenience of the
residents. E.g. Broken handrails, faulty
electrical fittings such as the microwave.
Non Urgent
Repairs
Within 28 days of
being reported
A non-urgent repair is any repair not falling
into the two above categories. E.g. Single
electric light or power point failure within
room, sticking doors or windows.
We normally provide you with a minimum of 24 hours’ notice if we require access
to your accommodation to carry out a repair.
Please note that in the case of emergency we may require immediate access to
your accommodation.
Water Leaks or Floods
Water leaks can be extremely damaging to your home and inconvenient for
tenants in surrounding flats. If water is leaking into electrical fittings, this can be
very dangerous.
If you spot a leak:
• Call the Accommodation Team immediately
• Try and catch the water in a container to avoid further damage
• Do not touch electrical sockets or devices
If the water to your flat or building has been turned off, please check that you
have closed all taps and ensure that the plug is not left in the sink in the kitchen
or your en suite.
Electrical Failure
If you have an electrical failure, check to see who else has the same problem –
is it other flats, the entire building or the whole street? If the entire street is in
blackout this means that this situation is out of our control. Power cuts of this
nature usually last a maximum of 2 hours.
If you are the only one who is experiencing power failure please let Reception or
the Out of Hours security team know and they will investigate.
All other power failures should be reported to the Accommodation Team or to the
Out of Hours emergency telephone number.
Page 11
Customer Feedback
We always want to hear feedback from our customers as we believe it’s the only
way we can continue to improve our service.
Our commitment to you:
• We endeavour to provide a good service at all times, however we accept
that occasionally we do not always get things right first time.
• We have a positive approach to complaints and regard them as an
opportunity to receive feedback on our services.
• We will strive to resolve complaints at the earliest point.
• We will respond to all complaints in a professional and courteous manner
All complaints will be resolved promptly and we will endeavour to reach a
satisfactory conclusion for both parties.
• We will review how we deliver a service as a result of complaints that are
received and will make changes and improvements where necessary.
• We will carry out an annual Customer Satisfaction Survey via a third party
provider to establish satisfaction levels among tenants.
The Complaints Process
We would strongly encourage you to raise your complaint initially in person,
either by telephone or at Reception. We’ll try our best to resolve your complaint
at this initial point of contact. If this is not possible then your complaint should be
submitted in writing and will be dealt with in accordance with the stages set out
below. Any complaints that are sent to Central Services will be re-directed to the
relevant Accommodation Team for them to investigate in the first instance
We operate a three stage approach to dealing with complaints:
Stage 1
All new complaints will be dealt with at Stage 1. If we cannot resolve the
complaint immediately, we may need to investigate further and we will then
endeavour to respond within 10 working days. If you do not feel that your
complaint has been treated fairly and correctly you can escalate your complaint
to Stage 2.
Stage 2
At Stage 2 your complaint will be investigated by a Regional Manager. The
Regional Manager will review your complaint and will respond with their findings
within 10 working days.
Stage 3
Stage 3 is the final stage of the complaints procedure. At Stage 3 your complaint
will be heard by a complaints panel. The Panel will notify you of their decision in
writing, normally within 10 working days of receiving your request to escalate the
complaint.
Page 12
Moving Out
Your tenancy length is outlined on your Tenancy Agreement. We hope that
you don’t need, or want to leave us before that date, but if your circumstances
change please speak to the Accommodation Team first who will try to help you.
Check Out
You will need to book a Check Out Inspection with the Accommodation Team.
They will inspect the room fixtures and fittings against the initial inventory.
Tenancy Deposit Scheme
Provided you have agreed to any charges your Deposit will be returned (minus
any charges for damages) within 10 days of your tenancy end date. Please
note that even if you move out before this date, your deposit will not be
returned until 10 days after the official end date.
Moving Rooms
If you want to swap rooms please speak to the Accommodation Team. They
will do their best to accommodate any requests but please note that a £75
administration fee will apply.
Moving Out Early
If you want to move out before the end of your Tenancy Agreement you will
need to find a replacement student to take over your room. A £75
administration fee will apply.
Page 13
Summary of Re-charges
Item
Replacement
Repair
Clean
2 seater sofa
£305
~
£10
3 seater sofa
£400
~
£10
American fridge freezer
£850
£160
£20
Bed frame
£275
£45
~
Bedside table
£100
~
~
Blinds
£160
~
~
Book case / shelves
£65
£25
£5
Breakfast bar
£300
£100
~
Carpet
£300
£100
£50
Ceiling
£150
£50
£25
Closer
£40
~
~
Coat hooks
£15
~
~
Coffee table
£75
~
~
Combination microwave
£145
~
£10
Cupboard door (site use only)
£120
~
~
Curtains sets
£120
~
£30
Desk lights
£40
~
~
Dining chairs
£50
~
~
Dining table
£100
~
~
Door
£250
~
~
Door stop
£10
~
~
Door surround
£70
£30
~
Drain cover (shower)
£5
~
~
Drawers
£65
£20
~
Electric heater
£115
£30
~
Electrical ports/switches
£20
~
~
Ensuite Door
£120
~
~
Extractor fan
£115
~
~
Extractor hood
£200
~
£15
Fire action signage
£15
~
~
Fire alarm
£40
~
~
Fire blanket
£25
~
~
Fire door
£250
~
~
Fire extinguisher
£190
~
~
Fire sensor
£40
~
~
Page 14
Floor
£150
£80
£25
Folding shower door
£120
£25
£5
Fridge
£200
£100
£15
Fridge/freezer
£300
£130
£20
Front door
£400
~
~
Fuse box
£90
~
~
Handle
£25
~
~
Headboard
£140
~
~
Hob
£265
~
£20
Intercom
£200
~
~
Kitchen Spot lights
£60
~
~
Kitchen work surface
£375
~
£10
Light fixture
£100
£50
~
Lock
£200
£30
~
Mattress
£120
~
£20
Microwave
£55
~
£10
Mirror
£45
~
£5
Notice board
£50
~
~
Oven
£300
£130
£35
Oven shelves
£20
~
~
Oven tray
£30
~
£10
Peep hole
£10
~
~
Pin board
£40
~
~
Plug
£10
~
~
Premium shower door
£260
£25
£5
Radiator
£115
~
~
Rails in wardrobe
£20
~
~
Robe hook
£5
~
~
Room door
£220
£45
£5
~
~
£5
Shaver light
£30
~
~
Shelf
£30
~
~
Shower bar (holds head)
£45
~
~
Shower head
£25
~
~
Single storage cupboards
£150
£25
~
Sink
£150
~
£5
Sink plug
£15
~
~
Rubbish bag removal per bag
PagePage
1515
Skirting
£60
£30
£15
Soap dish
£5
~
~
Splash back
£120
~
£10
Stool
£55
~
~
Study chair
£80
~
£25
Taps
£60
~
~
Toilet basin
£60
~
~
Toilet roll holder
£10
~
~
Toilet seat
£20
~
~
Towel rail
£25
~
~
Tub chair
£175
~
£5
TV
£300
~
~
TV remote
£50
~
~
Underbed storage
£60
~
~
Vinyl
£350
£80
£25
Walls
£60
£50
£25
Wardrobe
£200
£50
£5
Wardrobe mirror
£45
~
£5
Window
£695
£120
£5
~
£60
~
£180
£25
£5
Window reveal
Work station desk
Please note that these prices are a guide. Should replacement, repair or
cleaning costs differ from the above, Fresh Student Living will invoice the
tenant accordingly.
PagePage
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