Cairncross House Residents' Guide

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Cairncross House Residents' Guide
Cairncross
House
Residents’ Guide
Cairncross House Residents' Guide
Contents

04                   08
Welcome              Your Space
                     Smoking
                     Furniture
                     Posters
05                   TV licences
                     Heating and hot water
Arrival Day          Pets

06                   10
Essential            Useful Procedures
Information          HMO licence
                     Repairs
Shared facilities    Access to bedrooms
Reception            Moving rooms
Bins and recycling   Moving out
Laundry              Paying your rent
Post                 Damages
Internet             Visitors and guests
Bikes                Complaints
Common room and      Confidentiality
study room
Local transport
Vending machines     12
Parking              Communal Living
Storage              and Pastoral Care
                     Respect
                     Noise
                     Food

2
Cairncross House Residents' Guide
14                                   17
Looking After Yourself               Keys, Safety and
Emergencies and first aid            Security
Information for students             Keys
with disabilities                    Security
Culture shock                        Insurance
Support and advice services          Personal safety
                                     Absences
                                     Accidents

15                                   Electrical safety
                                     Fire safety
Personal Conduct                     Fire drills
                                     On discovering a fire
                                     On hearing the alarm
                                     Safety equipment
16                                   Avoid false alarms!
Cleaning
Tips on keeping your kitchen clean   21
                                     Before You Leave

                                     22
                                     Index

                                                             3
Cairncross House Residents' Guide
Welcome
Hello and welcome to the
University of Glasgow.
While the University is your landlord and looks
after issues such as rent and welfare, Sanctuary
Students manage the residences. At Sanctuary, we
want to make your time living with us as enjoyable
as possible. We do our best to make things simple
so you can settle in quickly and easily.

Within this booklet, you’ll find nearly everything you
need to make sure your stay goes smoothly. You should
find the answers to most commonly asked questions
and information including useful contacts and advice
on communal living.

If you have any questions or concerns, please don’t
hesitate to contact our on-site team.

4
Cairncross House Residents' Guide
Arrival Day
Before you set about unpacking, use the
inventory form to check that you have
everything listed in your flat, your room
and your bathroom. If your inventory form
is not in your room when you arrive, you
will be contacted via email to advise when
we will be carrying out your inventory.
This will be during September.

If you have any concerns about your
room, for example if there is anything
damaged or missing, make a note of it on
the inventory form. Pass this to a member
of the on-site team once you have
completed it. Please aim to do this within
five days of receiving your form.

If you don’t complete your inventory
and there are damages or items
missing when you leave, you are liable
for the cost of repair or replacement.

                                             5
Cairncross House Residents' Guide
Essential Information
Shared facilities

Reception                                  You will need to empty your bedroom
Reception is open for enquiries            bin and kitchen bin using the bin stores
from 8am to 6pm, Monday to Friday.         located at the back of your block.
                                           There are bins for broken glass in the
Our team is managed by Anne                kitchens. Please contact reception if
MacGregor and you can contact us by        you require a sharps box.
emailing khr@sanctuary-students.
com or calling 0141 221 9334. Dial         Razors, condoms and sanitary items
7000 from the phone in your room.          should be wrapped and placed in the
                                           bin, not flushed down the toilet.
Our Senior Residents are on hand to
help with any concerns and to assist       Laundry
with any problems you might have or        The laundry rooms are located on
advice you may need. Senior Residents      the ground and 3rd floors and are
are managed by the Wardens who are         open from 7.30am to 11pm.
employed by the University of Glasgow.
                                           Washing machines and tumble dryers
Bins and recycling                         are coin operated. A wash cycle costs
Recycling facilities are available         £2.20 and a 50 minute dry costs £1.
on-site.                                   Available machines and the duration
                                           of the machine running can be viewed
    Glass can be recycled in the glass    online at http://www.circuit.co.uk/i-
     bins located in the car park          want-to-do-my-laundry/laundry-
                                           view/.
    P
     aper, plastic and cans can be
    recycled in the blue bins located in   If you have any problems with the
    the car park.                          laundry please contact your on-site
                                           team and call the laundry company
Please use the recycling boxes in your     directly by phoning the number
kitchen and empty it regularly in to the   displayed on the posters in the
bins. Make sure you only recycle clean,    laundry room.
dry, grease-free items.

6
Cairncross House Residents' Guide
Please do your best to keep the            Common room and study room
laundry room clean and tidy and to         The common room is located on the
remove your laundry as soon as the         ground floor and there is also a study
cycle is finished. Please note we cannot   room located on the second floor.
be responsible for any loss or damage      The study room has computers linked
to your laundry.                           to the University of Glasgow. The
                                           common room has Wi-Fi.
Post
Letters and parcels are delivered to       Local transport
the office and a list is displayed of      There are frequent bus services
items to be collected. You will need       from Argyle Street. The nearest
to show ID when collecting parcels or      underground station is a 15 minute
signed for items.                          walk away and the low level SECC
                                           station is only two minutes’ walk
When having mail sent to you, please       from the accommodation. There is
ensure the following details are           also an SRC minibus service from the
included in your address:                  University to the accommodation in
                                           the mornings and evenings.
Your name
Your room number                           Vending machines
Cairncross House                           There are vending machines available
20 Kelvinhaugh Place                       in the common room.
Glasgow
G3 8NH                                     Parking
                                           Parking is available and cars and
Internet                                   motorbikes are parked at the owner’s
Wi-Fi and an Ethernet connection           risk. You will need to register your car
point are available in your bedroom.       or motorbike with reception. Do not
More information regarding your            block the entrance to the car park.
internet connection will be provided
when you arrive.                           Storage
                                           Please note storage facilities are not
Bikes                                      available on-site. We can direct you to
Bicycles can be stored in the bike         local storage facilities.
shed in the car park area. Please
register your bike in reception and
ask us for the padlock code. You
should buy a lock to secure your bike.
Do not keep bikes in your room or
anywhere they may block stairwells or
emergency exits.

                                                                                      7
Cairncross House Residents' Guide
Your space

Smoking                                    TV licences
Smoking is only permitted outside the      You will need a TV licence if you want
buildings. The University of Glasgow       to watch live TV on a television or a
has banned all smoking (including          personal device such as a laptop. Visit
e-cigarettes) from the buildings. Please   www.tvlicensing.co.uk.
dispose of butts appropriately and
avoid smoking next to the doors where      Heating and hot water
you may upset other students.              The timing of your heating will be
                                           displayed in your flat. Hot water is
Furniture                                  available 24 hours a day throughout
Please do not attempt to move the          the year. Please contact reception if
furniture in your room or bring large      you have any problems.
items of furniture with you when
you arrive. Use your inventory list to     Pets
check that all items of furniture are in   Sorry but we do not allow pets to be
place and in good condition. For any       kept on-site except guide dogs or
problems, please contact reception.        hearing dogs for the deaf.

Posters
Posters must only be displayed using
the pin boards provided. Please do
not use any fixings on the bedroom
or communal walls, including blue or
white tack, tape, pins or nails.

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Cairncross House Residents' Guide
9
Cairncross House Residents' Guide
Useful Procedures
HMO licence                                Moving rooms
These buildings are regulated              Should you wish to move rooms,
according to the Scottish Houses of        please contact Residential Services
Multiple Occupation (HMO) legislation      at the Fraser building for further
which ensures a high safety and            information. Administration charges
management standard. As part of this,      will apply.
the flats are regularly inspected by the
local authority and the Scottish Fire      Moving out
and Rescue Service.                        You will need to hand your keys back
                                           to us before 10am on the last day
Repairs                                    of your Occupancy Agreement. We
Please take responsibility for reporting   will send out further information at
any repairs or breakages and don’t just    least four weeks before this date,
leave it for others.                       or you can refer to www.gla.ac.uk/
                                           services/residentialservices/
Our on-site Estate Officers look           studentmovingoutguides/ for the
after day-to-day repairs and our           latest information.
trusted contractors cover major
repairs. You can report a repair at        If you want to leave the
reception or online at www.gla.            accommodation before the date
ac.uk/services/residentialservices/        on your agreement, please contact
maintenancereporting/. Please              Residential Services who will provide
ensure any emergency repairs are           you with the necessary documents.
reported directly to reception. We will    You will need to keep paying the rent
email you regularly to keep you up         unless or until your room can be re-
to date on the progress of a repair,       allocated.
but please be patient as things may
take time. Please see the online           Paying your rent
maintenance reporting form for             Please refer to your Occupancy
repairs timescales.                        Agreement or contact reception to
                                           find out when your rent instalments
Access to bedrooms                         are due. ‘Browzer’ and emails will act
We carry out regular servicing             as a reminder to help you avoid late
throughout the year. Where possible,       charges.
we will notify you 24 hours beforehand
if contractors require access to your      Please contact Residential Services
room. Please ask tradesmen for             early on if you have any financial
ID before allowing them in to the          concerns.
property.

10
Damages
Please note that any damages
caused by misuse will be charged to
the students responsible. Damages
to communal areas will be split
between you and your flatmates (or
all students living in a floor or block
where appropriate) unless the person
responsible comes forward. Please
ask for indicative prices. You won’t be
charged for damages resulting from
fair wear and tear.

Visitors and guests
Guests can stay in your room for up to
three nights in a row, with one guest to
a room per night. Please ensure your
flatmates are aware of when you are
having guests, and that they are happy
for you to do so. Please give us at least
24 hours’ notice if you are having a
guest to stay overnight. You will need
to sign your guest in at reception when
they arrive in order to comply with fire
safety regulations.

Complaints
We do our best to provide an
outstanding service but we recognise
that things can sometimes go wrong.
Please contact reception and we will
try to reach a solution. If this doesn’t
work we have a formal complaints
procedure that you will be able to
follow.

Confidentiality
Under Data Protection law we
are unable to discuss details of
your accommodation, Occupancy
Agreement or complaints with anyone
except for you, the police, immigration
and other legitimate authorities.
                                            11
Communal Living
and Pastoral Care
Follow this simple code of conduct to avoid any tensions with
your flatmates and to make sure your time living with Sanctuary
Students goes as smoothly as possible.

Respect                                    Noise
Treat others as                            Please be mindful of those that are
you would like to                          trying to sleep or study and avoid
be treated. Be                             the following:
respectful of each
other’s differences                              Slamming doors
and lifestyles and
talk about any                                   T
                                                  alking, shouting and laughing
problems openly. Be                              loudly, especially in corridors,
considerate of each                              communal areas and outdoor
other’s living space                             areas
and let your flatmates
know if you are having guests over.              L
                                                  oud music, especially with
                                                 the bass turned up
If you are still having problems, please
contact us.                                      A
                                                  ny parties

                                                 A
                                                  ny loud noise during quiet
                                                 hours (11pm to 8am)

                                           Go out, have fun, but remember –
                                           noise can be extremely irritating for
                                           someone trying to sleep or study.

12
Food
Food theft can have a damaging effect
on relationships within your flat.
Agree between yourselves if you
will have any communal food items,
ask permission before you borrow
anything and check with your
flatmates before you throw their food
away. Avoid buying large quantities of
food in one go to make sure everyone
has enough storage space.

                                         13
Looking after yourself
Register with a doctor (GP) as soon as possible. Visit http://www.gla.ac.uk/
students/support/health/ for details of local practices. For minor illnesses,
you can visit a pharmacist. If you need a hospital, please ask at reception.

Our team are on hand to provide signposting and advice on topics including
mobility needs, homesickness, not getting on with flatmates and financial
worries. If we can’t help, we’ll know someone who can.

Emergencies and first aid                 Support and advice services
Phone 999 immediately in a medical        Find out about your Student Union
emergency and provide the full postal     support services or visit
address. There is a trained first aider   www.nightline.ac.uk for confidential
on site at all times.                     advice and support.

Information for students                  If you have concerns about drugs
with disabilities                         or alcohol, visit www.talktofrank.
Please come and talk to us about          com and do not assume you (or your
your needs and requirements, for          friends) know all the facts.
example if you require a personal
evacuation plan.                          The Samaritans (www.samaritans.
                                          org) have a phone helpline if
Culture shock                             something is troubling you and you
Leaving home can be very stressful,       need someone to talk to.
but lots of people will feel the same
so you can talk to them about how         Care for the environment
they feel. Try to meet new people on      Please try to save energy by switching
your course or in your flat and find      off lights and using low temperatures
out about different social activities     on the washing machine. Please save
by visiting the Fresher’s Fair or the     water and don’t leave taps running.
Student Union website. Keep in contact    Make the most of our recycling
with people you are familiar with, have   facilities too!
familiar things around you and talk
to us or look in to University support
services if you are struggling.

The UKCISA website has more
information on this subject.

14
Personal Conduct
Your agreement contains a number        Behaviour that breaches your
of terms and conditions to make         Ocupancy Agreement includes (but
sure that Cairncross House is a         is not limited to):
pleasant, safe and secure place
to live. Please be respectful when         Illegal drug use
interacting with students and staff.
                                           D
                                            rinking alcohol in public areas
If your behaviour is deemed                of the accommodation without
unacceptable you may jeopardise            permission
your Occupancy Agreement. We also
reserve the right to confiscate items      E
                                            ntering the roof or parapet areas
that are not permitted on our
property or are deemed hazardous           S
                                            moking on site
until your departure.
                                           T
                                            hreatening or abusive behaviour
Any student who witnesses or is aware
of misconduct should report the         Please refer to your Occupancy
matter to our security.                 Agreement for further information.

                                                                                 15
Cleaning
All residents are responsible for the cleanliness of their bedrooms. We
provide vacuums for this purpose. Cleaning staff are responsible for
stairwells, toilets and showers.

A light cleaning service is provided for the kitchens and bathrooms, but tenants
are responsible for maintaining these areas and their rooms to a reasonable
standard.

Tips on keeping your kitchen clean

     Wipe your hob down after each use and clean weekly with a hob cleaner

     Clean the kitchen wall tiles with soapy water, then wipe down

     Cover food before microwaving and wipe down the inside and outside regularly

      se aluminium foil in the oven to catch grease, cook food in a tray or dish and
     U
     clean the bottom of the oven and grill pan regularly

      hrow away any food that is going off and clean fridge doors and shelves with
     T
     a cloth. Keep the fridge/freezer dial on the middle number to avoid ice build up

     Wipe your worktop after use and clean with hot soapy water each week

     Don’t leave rubbish lying around, empty your bin regularly and use a bin bag

     Mop the vinyl floor once a week and vacuum the carpet weekly

     Clean up spills straight away to avoid stains

16
Keys, Safety
and Security
Keys                                        Please report anything suspicious
You will be issued with an entry fob        to the office. Sanctuary Students
along with keys for access to your          accommodation has 24 hour CCTV
flat and room. If you lose your fob         monitoring systems in place.
or keys, please contact reception
straight away and we will replace           Insurance
them for you. There is a charge to          Please read the block insurance
cover the cost of replacement and           policy included in your welcome pack
for change of locks if necessary.           carefully, or see the information on
                                            our website. Many of your personal
Look after your keys and keep them          possessions will be covered in certain
with you at all times. If a member of our   circumstances including theft, but
team sees a door unlocked, they will        some items may need to be insured
lock it. Never attach your address to       separately through a provider of your
your keys.                                  choice.

Security
Do not let anyone through the doors
or allow someone to follow you in
who you don’t know. Do not allow
anyone to borrow your keys. Always
lock doors and windows when you
go out and at night. Avoid tampering
with window restrictors and use the
safety catch where available.

Sanctuary Students can’t be
responsible for the loss, damage or
theft of your possessions. If you have
a laptop or other expensive, portable
equipment, make sure it is kept secure
and hidden. Money and valuables
should never be left unattended
in public areas. It is a good idea to
name your belongings so they can be
identified by the police if they are lost
or stolen.                                                                           17
Personal safety                            use it either. Inform the owner of the
Be mindful of your personal safety at      equipment or contact reception if it is
all times. Plan your journeys in advance   equipment we have supplied.
and let your friends know where you
are going. Avoid poorly lit or remote      When using electronic equipment:
areas at night and keep valuables
hidden.                                    1. A
                                               lways follow the manufacturer’s
                                              instructions
Program any security numbers or
emergency contacts in to your phone        2. Do not overload electrical sockets
so you have them at all times, and have
a written copy with you in case your       3. D
                                               o not use makeshift wiring. If it is
phone is stolen.                              faulty, replace it

Absences                                   4. D
                                               o not leave unattended electrical
If you are going to be away for more          equipment switched on
than a night, please let your flatmates
know. Please also contact reception so     5. Switch off and disconnect
that we can update the Fire Register.          equipment when not in use

Accidents                                  6. S
                                               witch off and disconnect faulty
If you have an accident on site please        equipment immediately
let us know and we will ask you to
complete an accident report form.          7. D
                                               o not run cables under rugs
If you notice anything dangerous or           or carpets and do not put
unsafe on site, please let us know            flammable materials on or
straight away.                                near electrical equipment

Electrical safety
Make sure your electrical equipment
is safe to avoid putting you and
your flatmates at risk. You will be
responsible for accidents resulting
from faulty equipment or equipment
that falls short of European or British
safety standards.

Before you use electronic equipment,
check for any visible signs of damage.

If in doubt do not use the equipment
and use a label to inform others not to

18
Fire safety

Your building, your flat and your        Any banned or unsafe items may be
bedroom are protected by a fire          removed without warning.
and smoke alarm system. However,
you must observe the following           Fire drills
guidelines to reduce the risk of         The fire alarms are tested every
fires happening.                         Tuesday. You can find more
                                         information in your weekly updates.
1. N
    ever burn candles, incense, tea     Fire drills are a legal requirement and
   lights or anything with a naked       will be held at least twice a year. On
   flame or exposed heat source          hearing the alarm you must evacuate
   – these are dangerous and are         the building immediately. Familiarise
   banned from our accommodation         yourself with the fire action notices,
                                         evacuation routes and assembly point.
2. N
    ever cover your room heater
   with anything                         On discovering a fire:

3. D
    o not leave cooking unattended      1. S
                                             ound the fire alarm
   and switch off appliances after use
                                         2. Get out of the building
4. D
    on’t cook using a dirty grill pan
   or hob                                3. Call the fire brigade on 999

5. D
    on’t put anything metallic in       4. Let a member of our team know
   the microwave
                                         On hearing the alarm:
6. T
    ake extra care when cooking after
   a night out                           1. Get out of the building

7. D
    on’t prop fire doors open           2. Close doors behind you

8. N
    o portable or personal heaters      3. Don’t rush or push
   are permitted, including electric
   blankets. Deep fat fryers,            4. M
                                             eet at the assembly point
   barbecues, gas appliances and plug       (identified on the notice in your
   in air fresheners are also banned        kitchen)
   from our accommodation because
   they are a fire hazard                5. D
                                             o not attempt to re-enter the
                                            building until a fire officer or
9. E
    lectronic cooking equipment            member of our team says it is safe
   is not allowed in your bedroom           to do so
   (including kettles and toasters)                                             19
Safety equipment                          Avoid false alarms!
Fire extinguishers and fire blankets      To avoid unnecessary fire service call
are located throughout the building.      outs and evacuations:
This equipment exists for your safety.
Misusing fire-fighting equipment will        D
                                              o not tamper with detectors – this
seriously jeopardise your Occupancy          may activate the alarm
Agreement, and the lives of you and
your neighbours. Any interference            D
                                              uring and immediately after
with safety equipment may incur              showering, ensure the ventilation
penalties against either you alone or        fan is running and your bathroom
you and your flatmates, and may lead         door is closed
to criminal prosecution.
                                             U
                                              se a steam iron, hair straighteners
Please inform reception if any fire-         or dryers and aerosols away from
fighting equipment is missing or             all detector heads
damaged so that it can be replaced or
repaired.                                    E
                                              nsure extractor fans are running,
                                             windows are open and the kitchen
If your smoke, heat or carbon                door is closed when cooking
monoxide detectors start to sound, tell
a member of our team immediately.            R
                                              eport any broken ventilation or
Don’t tamper with detectors or cover         extractor fans immediately
them – they could save your life.

20
Before You Leave
Before you leave us please:

    R
     emove all personal goods and furniture. We
    will remove and/or dispose of anything left
    behind and we accept no liability for items lost
    in this way.

    C
     lean and vacuum your room, communal
    areas, kitchen and kitchen cupboards and
    empty all rubbish

    Wipe and dust all surfaces

    Close all windows

    L
     ock your bedroom door

    R
     eturn all keys and fobs in person to reception

You should refer to your Occupancy Agreement for details of your
contractual obligations.

Don’t forget to pass on your new address to your contacts as we are
unable to forward mail. After your departure, we will return any items
addressed to you to the sender.

We are committed to Sanctuary Group’s ‘Fairness for all’ equality
scheme which seeks to ensure customers have fair access to the
services they need.

                                                                         21
Index
Absences                     18   Looking after yourself   14
Bikes                        07   Moving out               10
Bins and recycling           06   Moving rooms             10
Care for the environment     14   Parking                  07
Common room                       Paying your rent         10
and study room               07
                                  Personal conduct         15
Cleaning                     16
                                  Personal safety          18
Communal living              12
                                  Pets                     08
Complaints                   11
                                  Post                     07
Confidentiality              11
                                  Posters                  08
Culture shock                14
                                  Reception                06
Damages                      10
                                  Repairs                  10
Electrical safety            18
                                  Security                 17
Fire safety                  19
                                  Senior residents         06
Furniture                    08
                                  Smoking                  08
Heating and hot water        08
                                  Storage                  07
Information for
                                  Support and
students with disabilities   14
                                  advice services          14
Insurance                    17
                                  TV licences              08
Internet                     07
                                  Vending machines         07
Keys                         17
Laundry                      06
Local transport              07

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Call: 0870 600 4777

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