R ESIDEN TS' GU IDE 2017-2018 - Incorporating the Conditions of Residence - University of Surrey
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R ESI DE N T S ’
GU I DE
2017–2018
Incorporating the
Conditions of Residence
University of Surrey 1
CONTENTS
AMONG THE TOP 10
UNIVERSITIES IN THE 2016
GUARDIAN LEAGUE TABLE, THE
UNIVERSITY OF SURREY IS THE
SECOND-CHEAPEST PLACE
TO LIVE AND OFFERS THE
MOST AFFORDABLE
SINGLE ROOMS
Welcome 4 A–Z Information 12 Policies 20 Electrical Appliances 27
Broadband (ResNet) 12 Accommodation for Furniture 27
Customer Charter 6 CCTV 12 Students with Disabilities 20 Guests 27
Childcare 12 Allocation Policy 21 Health and Safety 27
Energy Efficiency 12 Application Procedure 21 Inventory 27
Management 8 Heating 12 Complaints 21 Keys and Locks 27
Accommodation Services 8 Insurance 12 Contractual Relationship 21 Misconduct 28
Estates and Facilities Management 8 Kitchen Equipment 13 Noise 28
Cleaning 8 Laundry Facilities 13 Parking 30
Court Reception 9 Linen and Bedding 13 Paying for your room 22 Parties 30
Maintenance 9 Litter Clearance 13 Pets 30
Security 9 Locks and Keys 13 Posters 30
Finance 10 Mail and Parcels 14 Conditions of Residence 24 Rent 30
IT Services 10 Personal Belongings 14 Abandoned Property 24 Room Changes 31
Student Support Services 10 Refuse Collection and Recycling 15 Access to Your Accommodation 24 Security of Rooms and Property 31
Mentoring 10 Religious Texts 15 Arrival 24 Single Sex flats/floors 31
Wardens 10 Snow/Ice Clearance 15 Bicycles 24 Smoking 31
Housing Associations Repairs 16 Business Use 24 Sub-letting of Rooms 31
(Bellerby Court, International House Cleaning 24 Summer Vacation Residence 31
& Millennium House only) 11 Council Tax 25 Television 31
Security, Health and Safety 17 Damage 25
Emergencies 17 Data Protection 25
Electrical Safety 18 Departure and Giving Notice to Leave Early 26 Useful Contacts 32
Fire Safety 18 Deposits 26
Gas Safety 18 Drug Misuse 26
General Health and Safety 19 Electoral Registration 27
2 surrey.ac.uk University of Surrey 3
WELCOME
Dear Resident,
Welcome to your new home!
Staying in University accommodation is a great start to your
life at Surrey. You’ll be living with students from different
backgrounds and from different parts of the world, studying
different courses and with different interests outside their
studies. It’s a great opportunity to make new friends, expand
your horizons and create unforgettable memories.
You’ll be supported during your time here by a full team
of professionals from across the University. Please inform
us of any issues you may have so we can work with you to
overcome any problems quickly and easily.
All our accommodation is managed in accordance with the
UUK Code of Practice for the Management of Student Housing.
Further details relating to the code can be found at:
www.uukcode.info
We hope you have an enjoyable and successful stay in your
accommodation, and we look forward to meeting you.
The Accommodation Services team
4 surrey.ac.uk University of Surrey 5
A C C O M M O D AT I O N S E R V I C E S
CUSTOMER CHARTER
The Accommodation Services team are here to help you and offer advice on all
residential accommodation matters. We are committed to ensuring you receive
an excellent level of service and to responding positively to your feedback.
Vision What you should expect from us: A comfortable room How you the customer can help us
To ensure students, staff and visitors to the As our customer you can expect All rooms have either carpet or vinyl flooring meet our service standards:
University are accommodated in safe, secure Accommodation Services to: with a bed, desk, chair, shelves, wardrobe and To help us provide the best possible service,
premises across a range of budgets. curtains. Most standard rooms have a wash we suggest the following:
» Provide a confidential, friendly and efficient basin. En suite rooms have their own toilet,
Aim service shower and wash basin. All rooms benefit » Inform us as soon as possible of any issues
» Offer accurate and up-to-date information on from our free ResNet service which provides you may be encountering – reporting faults
We aim to provide a friendly and
our website, at our Receptions and in all of fast and efficient broadband. online
approachable service, actively listening
our correspondence » Contact us by email or through a personal
to you and working with you to create
» Allocate accommodation in accordance with A well-equipped cooking area visit in the first instance
a service based on mutual respect and
the current Residential Accommodation » In all correspondence quote your Student/
understanding. We will apply the University’s In your cooking area, you’ll have a cooker,
Allocation Policy Staff number
Accommodation Allocation Policy fairly fridge, freezer, microwave, kettle, toaster, sink,
» Assist with resolving any issue you have in » Give as much information as possible
and consistently, and will work with all storage space, table and chairs.
relation to your University accommodation regarding your situation and requirements.
the appropriate University departments to
» Provide support and guidance if you » Read and understand your responsibilities
promote a positive living environment. A clean place to live
encounter problems with accommodation in under the Terms and Conditions of The
the private sector We will clean all communal areas at least Residents’ Guide
» Signpost other services which may be of weekly, we will also provide you with a » Update us with any changes in your status
use to you during your stay in University vacuum cleaner, mop, bucket, dustpan and that may affect your accommodation needs/
accommodation brush to use during the intervening period. requirements
» Be respectful of your fellow residents
In providing our services we value: A prompt maintenance
» Meeting the needs of our community and repair service
» The diversity and individuality of people We’ll deal with maintenance issues promptly
» The professionalism of our staff and efficiently. Every job will be allocated
» Effective communication, including your a status according to its severity. All faults
feedback on our services can be reported online but in the event of an
» Our approachability emergency call Security on 01483 683333 or
extension 3333
archibus.surrey.ac.uk/studenthelpdesk/
index.cfm
6 surrey.ac.uk University of Surrey 7
MANAGEMENT
Your accommodation is managed by a University-wide team to ensure you
receive a professional service in all areas of your accommodation experience.
Accommodation Services Estates and Facilities Management
» Accommodation Services takes overall Estates and Facilities Management (E&FM)
responsibility for your accommodation, are responsible for Court Reception Security
so if you are unsure of whom to talk to or The Reception is the centre for most Courts. There are Security staff on duty 24 hours a
have feedback relating to your experience » The management of Court Receptions on This is where you can: day at the main Campus Security Team on
in accommodation, please contact us. The Stag Hill Campus the ground floor of Senate House. Manor
Accommodation Office is open Monday to » Delivery of mail (see A-Z Information for » Collect post and parcels. On Stag Hill Campus Park also has a Security Team on duty
Friday from 10am to 5pm and is located further details) courier parcels will be delivered to Central 24 hours, that can be contacted by calling the
in the Philip Marchant Building, Stag Hill » Cleaning services Distribution for residents to collect. At Hazel main campus office on 2002. Hazel Farm has
campus. » Maintenance Farm and Bellerby Court post and parcels will regular mobile and foot patrols.
be delivered directly to your accommodation
Accommodation Services has day-to-day If you live in Bellerby Court, International » Report any issues relating to your cleaning Our Security team’s main purpose is to
responsibility for: House or Millennium House your Housing service ensure the security and safety of students,
Association will be responsible for these » Seek support for ResNet via a ResNet Advisor staff and buildings, with regular patrols
» Receiving all accommodation applications, services. For all queries relating to these » Make general enquiries in relation to your carried out both day and night. If you need
the allocation of rooms and room transfers services, please contact your Court Reception. accommodation help at any time you can contact Security by
» Invoicing you for your accommodation If you are in private accommodation, please going to the office or by calling the numbers
» Providing information on renting in contact your landlord directly. Please see the back of this booklet for contact detailed below. Out of normal opening hours,
the private sector, providing up-to-date details and opening times. Security also deal with urgent requests for
information on houses/rooms available in E&FM also undertake the upkeep of all areas maintenance and will help you with other
the private sector via surreystudentpad.co.uk on campus including grounds, walkways and Maintenance enquiries you may have.
» Management of houses in the Head Leasing non-residential buildings. Maintenance is carried out by University
Scheme staff or approved contractors used to working If you have an emergency the Security team
» Management of the Reception at Manor Park Cleaning in the Courts. Requests for repairs should can be contacted by phoning:
Cleaning is carried out in the communal be made online (see Repairs for further +44 (0)1483 683333
areas of the Courts, e.g. stairwells, corridors, details). If you have an emergency situation
shared bathrooms and shared kitchens (this (i.e. flood, no power) contact Security on: This will connect you to the Security Office
It wasn’t the beautiful campus does not include washing of dishes). The +44 (0)1483 683333 in Senate House which is open 24 hours a
that impressed me the most about cleaning schedule will be displayed in your or extension 3333 day. Please remember that this line is for
kitchen. Any queries relating to this service emergencies only.
Surrey, nor was it the breathtaking
should be made to your Court Reception in
landscapes that surround it or the the first instance. Non-urgent calls to the 24-hour Security
proximity to London … what really Office should be made to:
drew me in was that no matter how +44 (0)1483 682002
culturally diverse or scarily new it
all was, Surrey felt like home.
Em Bollon
Former President, Students’ Union
8 surrey.ac.uk University of Surrey 9
Finance Mentoring Other Support Services
Student Life Mentors are current students
The Student Finance Team are responsible for Student Services Centre,
who are on hand to support new students
the collection of your rent. They also provide Student Information Desk
through their first year in accommodation.
guidance should you experience difficulty in 01483 68 68 68
They visit residences regularly to help with
making payments. They are located within the surrey.ac.uk/ask
everything from settling in and finding
Student Services Centre and can be contacted facebook.com/surreystudent
your way around campus to dealing with
via email: student-receivables@surrey.ac.uk twitter.com/surreystudent
conflict in flats and any wellbeing issues you
may face.
IT Services The Centre, located in Hall Complex opposite
Senate House, is your first-stop shop for
» Manage the broadband (ResNet) service Mentors are well informed about the support
information, advice and guidance on the
within your accommodation services available across campus and can
matters below:
» Support is provided by ResNet Advisors who draw on their own experience to act as an
can be booked via your Court Reception and approachable and easily accessible welfare
Student Registry
»
support is available Monday-Friday 5-8pm presence throughout the year. They also
General administration and support
organise social events such as movie nights,
quizzes, ice-skating trips and sushi making,
Student Support Services Student Money
»
providing you with an opportunity to get to
Student Support Services bring together Scholarships/bursaries, funding problems/
know your flatmates and neighbours better.
a range of support services to help you delays, budgeting, discretionary hardship funds
throughout your time at University. Full
On the accommodation poster in your
details can be found at: International Student Support
»
kitchen you’ll find details of who your
surrey.ac.uk/currentstudents Support & visa issues
Mentor is and how to contact them. You
can also find out more and request a visit David Carey, Senior Warden,
Our Warden and Mentoring Teams are a key Finance Receivables
»
by contacting the Student Life team via shares his experiences:
part of the residential support available. Problems with paying for fees/accommodation
surrey.ac.uk/mentoring. See page 33 of this
guide for further contact details.
Centre for Wellbeing
Located in University Court, the Centre
Wardens As residential Wardens, we live
provides information and advice on all issues
Wardens are members of University staff
affecting your health and wellbeing. among you in the Courts of
who live permanently in the residences with
their families to help support the residential Residence to support your welfare
Given the high placement in the The Guildowns University Medical Practice
needs and maintain discipline.
community. Wardens are here to help you get
league tables and excellent travel Located in University Court, The GP practice
the most out of your student life at Surrey. All of the Wardens have day jobs
provides medical consultations and advice.
links to London, the University of Your Warden is a good point of contact if you
When you arrive, arrangements will be made in a variety of departments right
Surrey halls of residence really is need some help or advice about any aspect
for you to register with a doctor. across the University, so our wide-
of life in your Court. Wardens are also here
value for money. With all the bills ranging combined experience of the
to ensure all residents maintain reasonable
included, it really is a huge worry The Chaplaincy Service
behaviour.
Located in Surrey Court. University as a whole means that
off your mind, allowing you to we are often the first port-of-call
enjoy the full university experience. For non-urgent issues you can arrange to
for information. If we can’t provide
meet your Warden by emailing the Wardens’ Housing Associations
court address (see page 33 for your court’s Bellerby Court, Millennium House and exactly what you need, we will
Lauren Whatley
email address). For any urgent matters, please International House are cleaned and certainly know who to put you in
contact Security. They will contact a member maintained by the Housing Associations who
BSc Accounting and Finance touch with in order to help. We hope
of the Wardening team immediately. Further manage these buildings. If you require further
details can be found online at: details please contact Accommodation Services. you enjoy your time in residences.
surrey.ac.uk/wardens
10 surrey.ac.uk University of Surrey 11
11A – Z I N F O R M AT I O N Kitchen Equipment Linen and Bedding
A fridge, freezer (or fridge-freezer), electric Bedding (duvet and pillows), bed linen and
kettle, cooker, microwave, toaster, iron towels are not provided. You can either:
and ironing board are provided in each
Broadband (ResNet) Heating communal kitchen but you must provide » Bring with you a duvet, duvet cover, pillows,
ResNet is your free connection to the Controls for hot water and heating are
your own cooking utensils, crockery and pillowcases and sheets to fit a single bed
Internet, 24 hours a day. To connect, complete automatic. If your room is too warm or too
cutlery. Please note the regulations for any (approximately 190cm x 90cm for all single
your online course registration at sits.surrey. cold, some limited temperature adjustment
personal cooking equipment (see rooms)
ac.uk. Once the course registration has been is possible using the control valve on your
page 18). » Purchase a bedding pack from the University
completed it will be possible to connect to the radiator. Please note, on many radiators this
prior to your arrival (which includes all the
Internet. requires the use of a coin to turn the valve
All cooking appliances (cookers, hobs, items listed above and will be delivered to
towards the thick blue line to cool the room,
microwave ovens, toasters and kettles) are your room before you move in)
All bedrooms have free broadband access. and towards the thinner blue line for more
electric. Cookers and hobs have rotary knobs
The service is subject to an Acceptable Use heat. If your room remains too hot or too
for the radiant rings, grill and oven. Please Packs can be purchased at: store.surrey.ac.uk
Policy, which can be viewed at: cold please report online to the Estates and
ensure that you switch off when you have
surrey.ac.uk/resnet Facilities Helpdesk using the details at the
finished using the cooker or hob. When you Litter Clearance
back of this booklet on page 33.
clean the cooker or hob always ensure you
If you have any problems with this service The paths, steps and grounds around the
turn off the electrical supply by using the
please contact your Court Reception. In order to conserve energy and reduce residences are routinely swept and litter
nearby red switch.
carbon emissions it is University Policy to removed. Residents are expected to behave
maintain a normal maximum temperature responsibly and avoid dropping litter
Bus Passes Laundry Facilities including bottles and cans. Cigarette butts
for any residence of 21 degrees Celsius during
Bus passes are issued free of charge to the day and evening. In most buildings Self-service launderettes for residents are should be disposed of in the cigarette bins.
students living at Hazel Farm. A charge of £20 heating is switched off during the night from provided at:
will be made for lost or damaged Bus passes. approximately 2am – 6.30am. Central heating Locks and Keys
is normally operated from when the external » Stag Hill campus, on the ground floor of the
On arrival you will be given a key to the door
CCTV daytime temperature is below 18 degrees AA building
of your floor or flat, and for your bedroom. For
CCTV is installed in some areas of the Celsius. » Hazel Farm, Hamilton Drive
your security and safety, always lock the door
residences for your security and safety. This is » Hazel Farm, Hamilton Place
of your bedroom when you go out. You should
carefully managed by the University Security Insurance » Bellerby Court, in Wealden House (externally
also be sure to lock your floor/flat front door to
Department to ensure the privacy of residents. provided)
The University accepts no liability for any loss keep your home secure. Your key must never
» Manor Park near Reception and at 71-77
of or damage to your personal belongings. be given out to anyone.
Ronald Ross Road
Childcare Your belongings will be covered by a block
The University provides the Campus Kids Day insurance policy provided by Endsleigh If you need a replacement key or security fob,
Swipe access is required to access the
Nursery, a professionally-run facility located Insurance. This provides limited cover for loss you can obtain this, on payment of £20, at
launderette. A wash costs £2.20 to £3 and
on the Manor Park Campus. or damage to your belongings if you have Accommodation Services or at Manor Park
to dry an average load costs approximately
taken reasonable steps to keep them secure. Reception. Out of office hours you should
£1.20 to £1.50. All of the machines are
For more information, see: You are advised to check the policy to ensure go to your Court Reception. When they are
operated by a ‘top up card’ system. Cards
kidsunlimited.co.uk/nurseries/ that the cover provided is adequate for your closed, the 24-hour Security Office in Senate
are available from machines located at the
campus-kids-guildford needs: www.endsleigh.co.uk House will assist you, usually by letting you
launderettes and the reception at Manor Park.
into your room.
Mobile app: circuit.co.uk/mobile-app.
Energy Efficiency For more information please visit:
circuit.co.uk.
The University is committed to energy
efficiency and environmental issues.
All launderettes are operated by Circuit
Residents are urged to be responsible in
Launderette Services. Breakdowns or
their consumption of energy and water by
faults can be reported direct to Circuit on
switching off lights and electrical appliances
0800 092 4068. Instructions for use of the
and by turning off taps and showers after use.
launderette are displayed at each location.
12 surrey.ac.uk University of Surrey 13Mail and Parcels Refuse Collection and Recycling Religious Texts
» Stag Hill campus residents’ mail should be
We would recommend the use of your In student residences (other than family In a number of our rooms you’ll find a gift
addressed with the name of your Court, flat
student number, alongside your full name, to flats), refuse is removed from kitchens daily, of a bible given by Gideons International.
and room number, followed by University of
ensure mail reaches you in a timely fashion. Monday to Friday. Three types of refuse are If you do not have a copy and would like
Surrey, Guildford and the relevant postcode
collected. These should be kept separated one, please contact the Chaplains:
for your Court:
Stag Hill Campus Residents using facilities provided: general waste, dry chaplaincy@surrey.ac.uk.
Battersea Court GU2 7JQ
Royal Mail items are delivered to Court mixed recycling and glass.
Cathedral Court GU2 7JH
Receptions during the morning, Monday to If you would like to return your, copy please
Guildford Court GU2 7JL
Friday, and are available for collection by In some kitchens a fourth recycling bin hand it in at your Court Reception.
International GU2 7JL
residents in the afternoon. Courier items are is available for food waste (which should
Millennium GU2 7JN
delivered to Central Distribution. otherwise be disposed of with general waste). If you wish to discuss any religious matters or
Stag Hill Court GU2 7JG
This is also collected daily, Monday to Friday. are interested in reading other religious texts,
Surrey Court GU2 7JW
Manor Park At weekends all refuse should be deposited please contact the Chaplains:
Twyford Court GU2 7JP
All mail items are delivered to Manor Park in the bins provided at waste disposal sites surrey.ac.uk/chaplaincy
University Court GU2 7JN
Reception, Monday to Friday. Emails will outside residence buildings. Further details
be sent to residents when post is ready for
» Manor Park residents’ mail should be
regarding recycling can be found on the Snow/Ice Clearance
collection. various bins and receptacles provided and The University Estates and Facilities
addressed with your full name, flat and room
residence Reception staff can provide advice Management Department is responsible for
number, road name and block name, Manor
Hazel Farm and Bellerby Court residents as required. dealing with snow and ice clearance.
Park Student Village, Guildford, GU2 7YW
All mail items are delivered directly to
houses. If you live in a family flat, you are responsible In winter weather conditions, the paths and
» Hazel Farm residents’ mail should be
for removing your refuse to the collection steps round the residences will be gritted and
addressed with the house and room number,
General points. Recycling bins for paper, cardboard, snow and ice cleared as required.
road name, Worplesdon, Guildford, and the
No mail is delivered to the University on glass and tins are provided at central points
relevant postcode for your road:
Saturday, Sunday, Public Holidays and outside residence buildings. If there is significant snowfall, announcements
Hamilton Drive GU2 9PL
University closure days. will be made on the University’s website to
Hamilton Place GU2 9GX
inform you of any special arrangements:
Hamilton Close GU2 9GU
If your Court Reception receives an item surrey.ac.uk/alert.
Oregano Way GU2 9YT
requiring a signature, you will receive an
email to your University account advising
» Bellerby Court residents’ mail should be
you to go to your Reception with your
addressed with the flat and room number,
student ID card to collect the item.
name of house, Rosalind Franklin Close,
Guildford GU2 7XR
After students have left University
accommodation, any uncollected mail will
Residents are advised not to use the
be returned to sender (where possible).
University postcode (GU2 7XH) for personal
When leaving University accommodation, we
mail.
recommend you set up a mail redirection to
your new address online:
Personal Belongings
royalmail.com/personal/receiving-mail/ Residents are reminded that other people’s
redirection belongings (including food and kitchen
utensils) must only be used or borrowed with
Envelopes containing valuables may be liable prior permission.
to being stolen from the Court Reception
pigeon holes. If you intend to have such
items delivered, we strongly advise that you
arrange for them to be sent by recorded
delivery.
14 surrey.ac.uk University of Surrey 15Repairs A Maintenance Calling Card will be left
by Maintenance Staff once work has been
S E C U R I T Y, H E A LT H
Faults must be reported as outlined in the
table below.
completed. If you feel the reported fault has AND SAFETY
not been resolved to your satisfaction, you
can add your comment to the card and leave
If you report a fault in your accommodation,
it at your residence Reception, or email it to:
you give permission for Maintenance
efmenquiries@surrey.ac.uk
Staff/Contractors to enter to rectify the fault
and you do not need to be present when they You are required to conduct yourself responsibly and in a safe manner
We endeavour to carry out planned
attend.
inspections and maintenance of buildings so that is compatible with the health, safety and wellbeing of your fellow
As outlined in the table below, Maintenance
as to minimise inconvenience to residents. We residents and the buildings in which you live.
will normally give notice of any planned work
Staff prioritise work according to its Repair
at least 48 hours before it is carried out.In an
Response Classification and always aim to
emergency, for example a fire or flood, we may
resolve faults in a timely manner.
need to enter your accommodation without
giving notice.
It is an offence in law to interfere with or Emergencies
misuse anything provided in the interests of
In case of an emergency please contact
health and safety, including fire-detection
Security on extension 3333 (from a
FAULT REPORTING RESPONSE systems, fire alarms and fire-fighting
University telephone) or +44 (0)1483 683333
EMERGENCY Notify your Court reception Monday to Friday 9am – 5pm equipment. The University will take
(from external lines and mobile phones).
Matters giving rise to an immediate and call Security on we will respond within 1 hour disciplinary action against any resident
risk to life, health & safety and +44 (0)1483 683333 or found to be endangering the welfare of other
On Stag Hill campus/Manor Park, in an
building integrity or an unacceptable extension 3333 Outside of these hours we will residents or members of the University
emergency (medical, fire, assault etc) always
security risk respond within 2 hours community.
contact Security. They will then come directly
Lift entrapment, please use to the incident and will also contact the
A copy of the University Health and Safety
e.g. Gas leak, flood, dangerous the alarm phone in the lift Emergency Services for you, directing them to
Policy can be viewed at: surrey.ac.uk/hsd
electrical equipment, lift entrapment, the precise location of the incident.
access system failure
At Hazel Farm and Bellerby Court please call
URGENT Monday to Friday 8am – 5pm We will respond within a
999 for the Ambulance Service, Fire Brigade
Matters that prevent students, staff call Estates and Facilities maximum of 24 hours either
or Police. As soon as possible afterwards,
or the University from conducting Helpdesk on +44 (0)1483 fixing or implementing please contact University Security to inform
core operational activity 689230 or extension 9230 a temporary solution. A them that the Emergency Services have been
permanent fix may take up to called.
For example loss of utility supplies Outside of these hours please 7 days.
e.g. electrical including cooker and call Security on +44 (0)1483
or fridge, water and heating 683333 or extension 2002
NON URGENT Log online at: Aim to respond within 3
Routine matters that impinge upon surrey.ac.ukreportrepair working days either fixing
the proper working of the facilities or implementing with a
temporary solution. A
e.g. faulty showers, taps, toilets, permanent fix may take up to
lighting, fixtures and fittings 14 days.
Decoration, fixtures and fittings/ Log online at: These faults are classified as
furniture repairs, uneven paths/ surrey.ac.ukreportrepair ROUTINE. We aim to respond
roads, structural defects etc. within 20 working days
and resolve the fault in line
with our established routine
maintenance programme.
16 surrey.ac.uk University of Surrey 17Electrical Safety
All electrical supplies in the residences operate The fire-fighting apparatus is supplied for
at 230 volts and if used incorrectly can give use only in an emergency. If you do have to
fatal electric shocks. Faulty or damaged use this equipment, please report this to your
electrical equipment can also cause fires. Court Reception as soon as possible so it can
be replaced. Tampering with any fire-safety
The electrical equipment provided by the equipment (misuse of fire alarms, propping
University is routinely checked to ensure it open fire doors, covering smoke detectors,
is safe. If you bring electrical equipment into and so on) is a serious offence. Any resident
the residences it must be in good condition found misusing safety equipment will be
and be fitted with a UK 3-pin plug with a fuse. fined, may be required to leave the residence
Continental two or three-pin plugs and adaptors and could be reported to the police for
should not be used. The University reserves the criminal investigation.
right to remove, without warning, electrical
appliances it deems to be unsafe or appliance Fire-evacuation practices are arranged during
leads that are not CE or BS kite-marked. the First Semester. You are required to co-
operate with the instructions of University
For your own safety and that of your fellow staff during practice evacuations. If you have
residents, you must stop using equipment a disability, the University Fire Safety Officer
immediately if you notice the following will advise you about safe evacuation in the
danger signs: event of a fire. Please note that fire escapes/
exits should only be used in emergencies.
» Plugs or wall sockets which are overheating
or are scorched or cracked Nearly all the fires in student housing start
» Cables or wires which are loose, exposed or in the kitchen, and most involve cooking.
fraying You must take reasonable steps to prevent a
» A burning smell when appliances are kitchen fire: General Health and Safety
switched on
» If you have an accident, a ‘near miss’ or you » You may not bring weapons or replica weapons
» Fuses which blow frequently » Never leave cooking unattended
spot a safety hazard, you should report this to into the Courts, including guns, air guns,
» Never fill a pan more than one-third full of oil
your Court Reception or to Accommodation swords and knives
If you are concerned about any of the electrical » Keep grill pans clean
Services or University 24-hour Security Office
installations or appliances in your residence, » Do not put tea towels on a hob directly after
» All accidents must be formally reported on a Residents who have children are responsible
please speak to your Court Reception. use
University Incident Report Form for their safety whilst in University buildings.
» Be especially cautious if under the influence
» Bicycles, additional furniture or other large English Law does not specify a particular age
Fire Safety of alcohol or any other medication
items may not be brought into residence at which a child can be left unsupervised, but
If you find a fire, sound the alarm buildings; they must not be stored externally parents may be prosecuted if they leave a child
immediately by hitting the nearest red alarm Gas Safety where they obstruct access to doors or stairs alone ‘in a manner which is likely to cause
call point - they are usually near the entrance If you smell gas, report it immediately to » You must not obstruct doors, corridors, stairs or unnecessary suffering or injury to health’
to your flat/floor. University Security. Dial: 3333 (from any communal areas (Children and Young Persons Act 1933).
University phone) or +44 (0)1483 683333 » You may not burn candles, joss sticks or use
A loud continuous electronic siren anywhere (from external lines and mobile phones) naked flames or ‘hookah’ pipes in residences University residences should be regarded as
in the University triggers a fire evacuation. » The use of candles or other naked flames in high-risk areas for young children. Babies
You and any guests must leave the building Gas appliances in the residences are serviced University accommodation is prohibited and toddlers should never be left alone in any
immediately and go to your designated and safety checked annually by ‘Gas Safe’ » Residents are not allowed to bring into the circumstances.
assembly point or Court Reception if qualified contractors. Landlords Gas Safety Courts any substance or equipment which
directed to do so. You must only return to Certificates are displayed in relevant might be hazardous to health or safety, (such as University staff have the right to carry out their
the building when a Fire Officer or Security buildings and are also available to view by petrol, solvents, Nitric Oxide Synthase (NOS), duties without fear of intimidation and abuse.
Officer instructs you to do so. The University prior arrangement at the Accommodation so-called legal highs, laboratory equipment, Such behaviour, directed at staff, is a very serious
considers a failure to evacuate satisfactorily to Office. etc) offence and will lead to disciplinary action.
be a disciplinary offence.
18 surrey.ac.uk University of Surrey 19POLICIES
Allocation Policy Complaints
The ‘Accommodation Allocation Policy’ If you have a complaint about your
is reviewed annually by the University accommodation, you should first try to resolve
in conjunction with the Students’ Union. it informally. Please see the front of this Guide
Changes of the policy are recommended to for details of which area to contact. If you
the Executive Board which normally decides are unsure, please contact Accommodation
the policy in December. Services.
The current policy can be viewed at: If you are not satisfied with the outcome
surrey.ac.uk/accommodation you may make a written complaint to
Accommodation Services. A response will
Application Procedure normally be given in five working days.
New students are invited to apply for
If you are unhappy about the way your
accommodation from March each year.
complaint has been dealt with you may submit
Undergraduate students have places
a formal University complaint. Details of this
confirmed during August and September.
process can be found online at:
Postgraduate students have places confirmed
surrey.ac.uk/currentstudents/study/
after the University receives an agreed
Policy for Accommodating proportion of your course fees, usually during
complaints_appeals/
Students with Disabilities August and September.
There are study bedrooms designed for Students with significant special needs are Contractual Relationship
students with disabilities and other special advised to visit our campus prior to arrival to The majority of applications are made using Students living in University-owned / managed
needs within most of the Courts of residence. discuss their requirements and view the type an on-line system and confirmations of accommodation are licensees. Your licence is
These include rooms for wheelchair users, of facilities available. allocation are emailed to you. granted because of your intention to follow a
deaf students and for students whose course of study at the University. If you cease to
disability requires additional space for special The existence or pre-existence of disorders Eligible returning students are able to apply follow a course of study at the University you
equipment. that are well controlled and have responded for accommodation online during March. will be required to leave your residence.
to medical treatment, even though there is a Details can be found online at:
The University recognises that in exceptional continuation of medical treatment, does not surrey.ac.uk/accommodation Your contractual agreement is for a fixed
cases students who are severely disabled necessarily constitute grounds for University period and if you decide to leave your
or suffer from mental-health disability or accommodation. Examples of conditions Returning applicants will be informed if they residence before the end of that fixed period
severe medical impairment could not attend not normally considered are urinary tract have been successful by mid May. you will still be required to pay rent for the full
University unless they are offered University infections, irritable bowel syndrome, asthma, duration.
accommodation. Accommodation Services dyslexia, eczema, well-managed diabetes or
will consider applicants recommended by epilepsy. When you apply for accommodation you
Additional Learning Support in accordance have to agree to abide by the ‘Conditions
with University policies and subject to of Residence’ set out below. These are an
suitable accommodation being available. important part of your licence agreement or
tenancy.
Please read the Conditions of Residence
carefully, on pages 24 to 31 of this guide
20 surrey.ac.uk University of Surrey 21P AY I N G F O R Y O U R R O O M
When do I need to pay for my room?
We will send an invoice to your University Email Account
within 14 days of arrival. This will show your Pay-by date.
What should I do if I do not receive an invoice?
Wait for 14 days after you have arrived and re-check your
University Email Account. If the invoice has still not been
emailed to you, contact Accommodation Services (details are
at the back of this booklet).
How do I pay my Residence Fees?
When you receive your invoice, read both pages of the invoice
carefully as these will have all the information you need to pay.
Method 1:
Pay in full by the “Pay by” date shown on page 1 of your
invoice by card on our website: surrey.ac.uk/accommodation/
payment
Method 2:
If you are staying for more than 16 weeks you will be offered
the chance to pay in instalments. See page two of your invoice
for details.
Contact Accommodation Services if you have not received
your invoice within 14 days of arrival, or have a query
regarding the rent you have been charged. If you have
concerns about your ability to pay please contact the Student
Finance Team in the Student Services Centre.
Please see the back of this booklet for contact information.
22 surrey.ac.uk University of Surrey 23CONDITIONS OF RESIDENCE
The Conditions of Residence are the rules and policies of residence. When
you accept your accommodation you agree to abide by the Conditions of
Residence and these are an important part of your licence agreement or
tenancy (see Policies/Contractual Relationship).
The University reserves the right to introduce such changes to the
Conditions of Residence as may be necessary or desirable.
Abandoned Property Arrival
You may not leave property behind anywhere Arrival instructions will be sent to you
in the Court after you vacate your room. If via email. You’ll normally be allocated a The University reserves the right to charge Residents will be charged for non-return or
any property is found in or about your room room from the weekend before your course residents for excess cleaning if hygiene and loss of keys, for the need to return furniture
after you have left (including property left in starts. Please check your Acceptance Email cleanliness fall below a reasonable standard to its original position and for deterioration
or around any other part of the University, to confirm your arrival date. International in bedrooms and/or communal areas. The of furniture, fittings or structure of the room
such as cycles in Court cycle sheds) then the students may be admitted up to four days accommodation is periodically checked and or communal areas not due to fair wear and
University may dispose of such property in earlier, if they are participating in the Meet a full inspection is made prior to departure. tear, and any additional cleaning required.
the manner it finds appropriate. and Greet or International Orientation Residents will be charged for excess cleaning. Rooms/flats are inspected at intervals
Programme. throughout the year, and before departure.
Access to Your Accommodation Council Tax Any charges due will be invoiced.
If you report a fault inside your bedroom Bicycles Full-time students living in University
or flat, you automatically give permission Bicycles may not be brought into Residence residences are exempt from Council Tax. Data Protection
for maintenance staff/Contractors to enter buildings. There are lockable bicycle stores Residents of family accommodation are liable Personal data collected on your
and rectify the fault. If we need access to available in each Court of Residence. to pay Council Tax which is collected by the accommodation application will be held on
your accommodation to carry out routine University with, and in addition to, rent. The the University database for administrative
maintenance or inspections, for example Business Use amount of Council Tax depends on the size of purposes. It will be processed in accordance
annual electrical-equipment testing, we’ll the flat and circumstances of the family. with the statutory Data Protection Principles
Residents may not operate a business in or
give you at least 48 hours’ notice of when and the University’s registration under the Data
from University accommodation.
this is due to happen. In an emergency, for Damage Protection Acts 1984 & 1998. The University is
example a fire alert or flood, we may enter required to disclose your name and campus
Cleaning You’ll be held responsible for damage in your
your accommodation without giving notice. address to Guildford Borough Council to
room beyond fair wear and tear. Rooms are
You are expected to keep your room and enable the electoral roll to be confirmed.
inspected prior to departure and you’ll be
The University reserves the right to enter communal areas in a clean, tidy and hygienic
invoiced for the cost of repairing any damage.
your accommodation if they have reasonable condition, and equipment is provided for
You are expected to maintain the security of
grounds to suspect that there is a breach this purpose. Most communal areas are, in
communal areas by locking outer doors when
of the Conditions of residences or that addition, cleaned periodically by cleaning
you go in or out. Damage in communal areas
the welfare of any resident is at risk. In staff. When you depart you must leave your
is the responsibility of the whole floor or
exceptional circumstances the University room (and shower room where applicable)
house and will be charged accordingly.
may conduct a search of a room. clean, tidy and empty of rubbish.
Residents of family flats are responsible for
removing waste to external collection points.
24 surrey.ac.uk University of Surrey 25Departure and Giving Notice to Electoral Registration Health and Safety
Leave Early If you cease to be a student, because you
Students in residence in the middle of Residents are required to conduct themselves
withdraw from your course or the University
You are required to vacate your October will be included on an annual return in a responsible and safe manner at all
terminates your course, your licence to
accommodation and return keys by midday made to Guildford Borough Council, which is times. The instructions and guidance in the
occupy University Accommodation and
on the end date stated in your Acceptance used to prepare the Electoral Roll. You need ‘Security and Health and Safety section of the
therefore your liability for rent ceases when
Email or Accommodation Agreement. There to also register to vote at both the University ‘Residents Guide’ form part of the ‘Conditions
you are no longer enrolled on your course,
are no on-campus storage facilities for and your home address in case an election of Residence’.
have vacated your accommodation and
residents’ belongings, but Accommodation occurs during a vacation.
returned your key to your court Reception.
Services can supply details of local storage Please ensure you notify Accommodation Inventory
companies. Services in writing of your intended move- Electrical Appliances An inventory form will be emailed to you
out date so all necessary arrangements can Residents may not install or use any heater, and you are advised to record the condition
If you decide to move out of residence before be made. iron, kettle, fridge, freezer, washing machine, of the room and furniture when you arrive.
the end date of your licence or tenancy you microwave or other cooking equipment The inventory can either be emailed to
must give notice to leave by letter, email or in their bedroom or family flat. Under no Accommodation Services or returned to your
by using a Withdrawal Form available at
Deposits / Prepayments
circumstances should electrical outlets or Court Reception.
Accommodation Services. University staff Deposits are only required for those renting
appliances be interfered with or overloaded.
may enter your room from 12 noon on the family properties or houses that are part of
Multi-socket adapters should be CE or BS kite- Keys,Locks and Lockouts
agreed end date of your withdrawal form or the Property Managed Scheme. All residents
marked and have a fuse and ‘on’ indicator light.
licence end date. are required to pay an advanced payment of A charge of £20 will be made if you fail to
Kitchen appliances must have a 3-pin UK fused
£250; this will be credited to your rent invoice return your room key or security fob when
plug. Unfused continental plugs and adaptors
Residents may give notice to leave their after you move in. If you do not move in, you vacate your room. If keys or security fobs
are not permitted. The University reserves
residence at the end of the First Semester. the advanced payment will be used to offset are lost or broken, a charge of £20 is made for
the right to remove, without warning, any of
Notice must be received in writing no later any loss of rent until a replacement tenant is replacements. An additional charge of £75 is
the appliances listed above, unsafe electrical
than 1 December 2017 and you must vacate found (including an administration fee). made if a lock change is necessary. Residents
appliances or non-UK standard appliance leads
your room by 27 January 2018. may not change locks or add locks or alarms
that are not CE or BS kite-marked.
Drug Misuse to their rooms.
If you wish to vacate your room earlier than The possession of illegal drugs is a criminal Furniture If you need a replacement key or security fob,
28 January you can advise Accommodation offence and possession with intent to supply
Services of your intentions. Please note that Items should be kept in the room in which you can obtain this, on payment of £20, at
is a more serious offence. It is also an offence
you may be liable for the payment of your they are provided. You are expected to return Accommodation Services or at Manor Park
for the University to allow drugs to be used in
room rent up to 27 January 2018 unless we all furniture to its original position when you Reception. Out of office hours you should
premises it owns or manages. It is therefore
are able to re-let your room earlier. In the vacate your accommodation. Students are not go to your Court Reception. When they are
the policy of the University not to tolerate
event that we are able to arrange a re-let, you permitted to bring their own furniture. closed, the 24-hour Security Office in Senate
the use of illegal drugs in student residences.
need only pay until the date that the new House will assist you, usually by letting you
Students found to be using or in possession
tenant moves in. Guests into your room.
of any illegal drug, including cannabis, or
who allow illegal drugs into their rooms will You are responsible for the behaviour of
If notice is not received on or before The University expects no more than three
be subject to disciplinary action. This may your guests and must accompany them at
1 December 2017, no rebate of rent will be lockouts requiring assistance in any academic
include a substantial fine, a final warning and all times, ensuring that they comply with all
given if you decide to leave before the end year. The University reserves the right to take
instructions to cease their illegal activities relevant parts of these Conditions. Guests
date specified in your Acceptance Email disciplinary action (including fines) against
immediately. If the student’s behaviour also are not permitted in your accommodation
unless we are able to re-let your room. This residents for repeated lockouts.
indicates that they are unsuited to communal between 11pm and 8am. Disciplinary action
applies even if your move-in date is after living, they may be required to leave residences may be taken against you as a result of the
1 December 2017. If you leave before the end (see Misconduct). conduct of your guests. Guest rooms may be
of your licence or tenancy you’ll be required booked via Accommodation Services.
to continue paying until your account is The University will inform the police of any
cleared in full. student suspected of dealing in drugs. The
University also reserves the right to provide
information to the police about students found
to be using or in possession of illegal drugs.
26 surrey.ac.uk University of Surrey 27Misconduct Noise
Full details of the University’s disciplinary There is a level of noise associated with living
procedures may be found on the University in a communal environment, but noise can
website: surrey.ac.uk/quality_enhancement/ become an issue when many people live in
regulations close proximity to each other. You must not
make excessive noise at any time of the day
Misconduct relating to incidents in or around or night. In addition, there should be minimal
the Residences is dealt with through an noise audible outside the room you are in
escalating system of penalties issued by the between 11pm and 8am (quiet hours).
Wardens and Security staff.
When deciding if noise is excessive, the
An offence may lead to a Warning and may following points will be considered:
be accompanied by a fine of up to £200
per offence, depending on the seriousness » Has a complaint been received?
of the offence. The Wardens also have the » Possible impact on other residents and
authority to move a student to alternative members of the University/local community
accommodation, with immediate effect. » Level of noise being created and the time
of day
If, through an act of serious misconduct or » Have previous complaints been made?
through repeated misconduct, a student
demonstrates they are not suited to If in the judgment of a member of University
communal living, they will be required to staff (usually a member of the Wardening
leave residence. If a penalty is issued, there Team or Security Department) noise is
exists a provision for appeal. deemed to be excessive and/or intrusive, the
level of noise must be reduced immediately.
Under no circumstances may a student who The item creating the noise can be confiscated
has been required to leave residence re-apply and further disciplinary action may be taken
for University accommodation during that if appropriate.
academic year, and they may be excluded
from applying for future years if deemed To ensure that the above conditions are
appropriate by a Student Disciplinary Panel. met, we recommend that headphones are
used for listening to music and other audio
output during quiet hours, and that residents
consider their use if they wish to listen to
items at high volume at any time. Subwoofers
should not be used.
Within any large organisation there will on
occasion be events, incidents or works that
may cause disruption to other members
of the organisation. Whilst the University
will seek to minimise these occurrences
and to inform residents whenever possible,
there may be times where disruption is
unavoidable.
28 surrey.ac.uk University of Surrey 29
29Parking Pets Room Changes / Swaps Smoking
There is no parking for residents on Stag Hill You may not keep pets in your residence. You may not change rooms without the Any persons staying in our accommodation
campus or Manor Park. agreement of Accommodation Services. may not smoke or use an electronic cigarette
Posters Residents who swap rooms without prior on University grounds or inside or near any
As a condition of having a place in Residence, permission will face disciplinary action University buildings, this includes Residents
You may not post notices, other than
student residents in all Courts (except Hazel that could include a fine or exclusion from bedrooms. Smoking is only permitted
those for RAG publicity or student election
Farm) may not bring a car or other four- accommodation in future years. Room in designated areas and these are clearly
campaigns, in your windows or in any other
wheeled motor vehicle on to the University swaps, where two residents agree to swap labelled on our sites.
part of the Court except on notice boards.
grounds and, while in residence, undertake rooms with each other, are permitted with
not to keep one on the public roads within the agreement of the Accommodation Office Sub-letting of Rooms
Guildford. Rent from late October. Further details will be
Accommodation is available for the exclusive
You will receive an email to your University of emailed to residents, or you can contact
use of the person to whom it is let whilst
Students resident at Hazel Farm may park Surrey email account from Accommodation Accommodation Services. An administration
they are a full-time registered student of the
free of charge in designated spaces at Hazel Services containing your rent invoice. The fee of £50 is charged per resident for a room
University. You may not sub-let or allow anyone
Farm. Residents of Hazel Farm are not eligible invoice includes details of how to go online swap.
else to use your room. Failure to comply with
for permits to park on Stag Hill campus and make payment. If you don’t get this email
this regulation will result in disciplinary action
during office hours. There is a limited number within 14 days of moving in, please contact In exceptional circumstances, with support
being taken. Please see the Misconduct section
of spaces for students resident at Bellerby Accommodation Services. Contact details are at from Additional Learning Support or Student
for more details. Overnight guests should be
Court, who may apply for a parking permit the back of this handbook. Money, a room change may be permitted. For
booked into guest rooms. Please note that
from the contractor who is responsible for all further details and to collect the appropriate
random spot-checks occur throughout the year
parking matters in the vicinity of the Court. Rents are payable for the whole period specified form, please visit Accommodation Services.
to check the ID of residents.
in your Accommodation agreement. No rebate
Student residents may park a motorcycle on is given if you arrive late or leave before the end In exceptional circumstances, and with
any University campus if it is registered with of the period specified in your Accommodation prior consultation, the University reserves Summer Vacation Residence
the Security Department and is parked within agreement. the right to move residents to alternative You can apply for residence during the
a marked motorcycle bay. accommodation. summer vacation. Applications can be made
Rent may be paid in full for the year or in through the online store after the Easter
*Full details of the University Parking instalments. You are encouraged to use the Security of Rooms and Property Vacation. Further details can be found on the
Regulations can be found at: University online payment system to make Accommodation web pages. No reduction of
Whenever you leave your room you should
surrey.ac.uk/currentstudents/campus/ payments. rent is given for periods spent away from the
lock your room door and the outside or
transport University in vacations. Normal Conditions of
staircase door. If your room is on the ground
You are responsible for payment by the Residence apply to vacation periods.
floor you should also latch your window
Parties dates indicated on the invoice. If payment is
closed. This ensures security for everyone.
not received within 28 days of your taking Television
The Residences and surrounding areas are The University accepts no liability for any loss
up residence, your licence to occupy may
not suitable for large parties. If you wish to of or damage to your personal belongings. There are TV rooms in the Residences, with
be terminated. If you are having difficulties
hold a party within or outside your Court for Bellerby residents able to use facilities
paying your rent you must contact the Student
small groups of friends you must first obtain Single Sex flats/floors at Manor Park. If you own or operate a
Finance Team as soon as possible. Contact
permission one week in advance from your television in your room you must have your
details are at the back of this booklet. Students occupying rooms in single-sex flats
Warden, who may grant permission subject own TV licence. A TV licence is also required
or floors may not have visitors of the opposite
to rules such as accepting liability for any if you watch BBC iPlayer or live TV.
Rents are reviewed annually by the University sex after 10pm on any night of the week
charges resulting from the party. Parties are
and are confirmed by the Executive Board. (please note that staff or contractors entering
allowed on Friday or Saturday nights only, You are not allowed to attach aerials or
Rents normally increase in September and are the flats may be of the opposite sex).
outside of designated exam periods. A full satellite dishes internally or externally to any
in force for the following academic year.
copy of the party regulations is available from residence buildings.
the Wardens’ website.
Accommodation Services reserves the right to
withhold University accommodation from a
student who, it has been established, owes rent
to the University or a private landlord.
30 surrey.ac.uk University of Surrey 31You can also read
