Cairncross House Residents' Guide
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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
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
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
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
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
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
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.
8
9
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.
10Damages
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.
11Communal 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.
12Food
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.
13Looking 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.
14Personal 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.
15Cleaning
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
16Keys, 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. 17Personal 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
18Fire 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) 19Safety 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.
20Before 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.
21Index
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
2223
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Call: 0870 600 4777
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