Chambers 51 handbook - Fresh Student Living

TENANT
HANDBOOK
2014 -15
CHAMBERS 51
Contents
Page 1
Welcome to Chambers 51
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 Chambers 51
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 Chambers 51. 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/Chambers51Wolverhampton
@Chambers_51
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!
Ryan Frost
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….
Chambers 51 Student Accommodation
Lichfield street
Wolverhampton
WV1 1DE
Here’s a map of our location, which should help you find us if you’ve not been
here already.
Contact Details
Accommodation Team
• Accommodation Manager – Ryan Frost
• 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 0190 242 5618 or
by emailing chambers51@freshstudentliving.co.uk
Out of Office Hours Emergency Number
• You can contact someone outside of office hours on 07789 693 940.
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
• Studios only: Basic kitchen pieces (plates, cutlery, kettle, pans,
microwaveable dishes)
• Ethernet Cable (Network Cable) to connect your PC/Laptop to the Internet
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).
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 bring a TV with you (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
ASK4 provide the internet connection to your room via the network socket. You
can find out more about this service before you arrive online at:
http://onlinelifestyle.ask4.com/fresh-quebec-house
Their market leading 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 12Mb of
Broadband included in your rent which should be great for most of you.
You can upgrade to a higher connection though – please contact Ask4 directly
about this.
In addition to Broadband, ASK4 supply the following services:
4TV
4TV enables you to watch up to 30 Freeview TV channels including popular
national and international channels. 4TV is viewed in a web browser meaning
there is no need for a TV or any additional cabling. Remember that you do still
need a TV licence though!
4Gaming
4Gaming enables ASK4 customers to access the leading game servers for
free, giving them the opportunity to play against other gamers both on and off
the ASK4 network. 4Gaming also prioritises gaming data to ensure an
exceptional online gaming experience.
4Record
4Record is ASK4’s ‘plus’ style recording service that compliments 4TV
perfectly. It allows you to record and save up to 50 hours of TV. You can also
set up series link recording to ensure you never miss an episode of your
favourite programme. A charge applies for this service.
4Backup
ASK4’s 4Backup solution enables you to ensure all your important documents,
and personal files are backed up in a remote secure location. Easily
retrievable from any location and with real-time updating of changed files that
happens in the background ensures that you do not have to worry about your
files any more. Should the unthinkable happen to your PC 4Backup ensures
you’re protected. A charge applies for this service.
Page 4
4Connect
X-Box, PS3 or Wii? Connect a phone or a 2nd PC? Connect up to 4 additional
devices to your ASK4 account with 4Connect. A charge applies for this service.
To contact ASK4 directly please call the support team on 0845 123 8710 or
email support@ask4.com where we will be able to answer any questions you
have.
Post
Letter boxes are located at the rear of the building on the lower ground floor. If
you’ve been sent a parcel that doesn’t fit in the letter box we’ll put a slip in there
to let you know. You can then come and sign for the delivery at Reception
during office hours. Please bring your ID with you when collecting parcels. If
you lose your letter box key there is a charge of £25 for a replacement.
Laundry
There is a coin laundry located on the lower ground floor.
Car Parking
There are no car parking facilities at Chambers 51.
Bicycle Store
The bike store is located inside the building on the lower ground floor.
Social Space
We have a Social Space available with TV, pool table and table football which
is located on the lower ground floor.
Page 5
Security
Your Front Door Key
Your safety and security is of utmost importance to us. You will be given a key/fob
which will give you access into the building, your shared flat, your own bedroom
or studio. You will also have access to the social spaces with the same fob. If you
get locked out of your flat or room, there is a £10 charge. If you lose your key/fob
there is a £10 charge for a replacement.
Intercom
Anyone wanting to visit you can use the intercom at the main entrance to alert you
of their presence. You will need to go down to the front door of the building to let
your visitor into the building.
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 door
• 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 fob or key, report to reception immediately
• When you have visitors, please escort them in and out of the building
• Never lend others your fob 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.
Assembly Point
The assembly point in the event of a fire alarm is outside the ‘Moon under the
water’ bar onLichfield Street.
Fire Alarm Tests
We test the fire alarms every Wednesday between 12pm and 2pm.
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.
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
Page
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
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.
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.
Non Urgent
Repairs
Includes
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.
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