2020 2021 Resident Handbook - Nottingham Trent University
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Resident Handbook
2020 - 2021
in partnership withWelcome to your new home!
We are delighted that you have The Handbook also provides you
chosen one of our Halls of with all the information that you
Residence. may require prior to your arrival
and during your stay. If you have
any questions, please do not
University Partnerships
hesitate to contact a member of
Programme (UPP), the owner and
our team.
operator of your Hall of Residence,
works in partnership with
Universities nationwide and aims At UPP, we believe that great
to provide you with a comfortable student experience is about more
environment in which to study and than the facilities and services that
relax. UPP are the University’s we offer. It’s about welcoming you
residential accommodation from day one, supporting you as
partner and preferential provider you settle into your new home and
who operate residences for helping you make the most of
students attending Nottingham University life. In partnership with
Trent University. Nottingham Trent University, UPP
create a home from home
environment where you feel
This handbook is designed to
secure and supported with access
provide you with as much
to high-quality and reliable
information about your new home
services tailored to your individual
as possible. It is very important
needs.
that you read the contents of this
Handbook carefully before your
We hope that you enjoy your stay
arrival at Nottingham Trent
with us.
University. This handbook works
in conjunction with your Licence
Best wishes
Agreement and by accepting your
Licence Agreement, you are
Michelle Miles
agreeing to the terms and
Residences Director and the UPP
conditions highlighted in this
Team at Nottingham Trent
Handbook.
University
UPP in partnership with Nottingham Trent University Resident Handbook 2020-2021Student Accommodation Services
Nottingham Trent University regulations, academic concerns,
Student Accommodation Services settling into the UK and money
would like to welcome you to your matters. Please contact them at
new home. NTU’s Student int.support@ntu.ac.uk or call
Accommodation Services (SAS) are 0115 848 2631.
here to help with any general
enquiries. Please contact at The accommodation you choose
accommodation@ntu.ac.uk or call will also benefit from Residence
0115 848 2894. Assistants that will be there as a
support mechanism for you
UPP operate your residence and throughout your stay.
ensure that you have an enjoyable
and safe experience living in your Each Hall will have its very own
Hall, you can contact them on Hall Committee in place to enhance
0115 908 2264 or your University experience by
NTUResidenceEnquiries@upp- giving you the chance to meet new
ltd.com. people and have fun at various
events planned throughout the
The University also offers a range year. To find out more or for a
of services if you need any further chance to join your Hall Committee
help. Student Support Services please visit
include counselling, disability www.trentstudents.org.
support, support with mental
health difficulties, health,
wellbeing, faith and spirituality and
financial advice. You can contact
student.support@ntu.ac.uk or call
0115 848 6060.
Our International Student Support
Service is a specialist advice
service for international students.
They provide assistance on a range
of issues including visas and
immigration, employment
UPP in partnership with Nottingham Trent University Resident Handbook 2020-2021Nottingham Trent Students’ Union
Hello and welcome to Nottingham The advice and support are
Trent! The Students’ Union is your completely free, and available to
representative body and we work you even immediately after you’ve
to make your time at NTU the best it left the University.
can possibly be, in all areas of
student life. We provide We hope you enjoy your time in
opportunities and support from Halls, it certainly offers a great
when you first arrive, through to sense of independence and an
when you leave. opportunity to make lasting
friendships. We are always
UPP Halls benefit from a unique available to talk to and give
relationship with the University and feedback, positive comments or
high standards of management and areas to improve.
facilities. As a result, we are happy
to recommend UPP Halls to you. Be sure to make use of our
volunteers throughout Welcome
Your Executive Officers meet Week (those returning students in
regularly with NTU the brightly coloured tops) who
Accommodation Services and UPP are on hand to inform you about
representatives to talk through being a part of your Halls
specific ideas and events for your Committee and guide you through
accommodation. the sometimes complex but
We have a positive, engaged exciting world that is life at Trent.
relationship with UPP, who are
open to feedback from you and Nottingham Trent Student Union
continually strive to give you the
best possible experience during
your time in Halls.
Your Students’ Union Information
and Advice Service are also in
regular communication with the
University’s Accommodation team
and are on hand to assist you at any
point during your stay, should you
need it.
UPP in partnership with Nottingham Trent University Resident Handbook 2020-2021Contents
1.0 Contact Information 5.5 Fire alarms
1.1 UPP Halls at Nottingham Trent 5.6 Electrical appliances
University 5.7 What not to bring
5.8 Emergency Services
2.0 Guide to accommodation 5.9 Window restrictors and grilles
2.1 Moving in 5.10 Personal safety
2.2 Keys and swipe cards
2.3 Room contents 6.0 Correspondence
6.1 Mail and deliveries
3.0 Payment of fees 6.2 Change of contact details
3.1 Request to move room 6.3 Privacy
4.0 General 7.0 Guest policy
4.1 Inventory 7.1 Overnight stays
4.2 Losses, breakages and 7.2 Parties
damages
4.3 Utilities 8.0 Moving out
4.4 Cleaning and laundry 8.1 Deposit return
4.5 Waste disposal
4.6 Television Licences 9.0 Complaints procedure
4.7 Council Tax
4.8 Drugs 10.0 Customer satisfaction surveys
4.9 Noise
4.10 Notice boards 11.0 Returning students
4.11 Pets
4.12 Parking Charges
4.13 Bicycles
4.14 Maintenance Halls Contact Details
4.15 Room access
4.16 Internet service
5.0 Welfare and safety
5.1 Personal contents insurance
5.2 Facilities Officers & Security
5.3 Wardens Service and residents
5.4 Smoking policy
UPP in partnership with Nottingham Trent University Resident Handbook 2020-20212.1 Moving In
1.0 CONTACT INFORMATION
In order to move into your
accommodation please ensure that you
1.1 UPP Residences at NTU have provided all the relevant
information, including payment details
UPP are responsible for the
as stated within the Licence Agreement.
management and operations associated
The earliest date you can move into
with your residential accommodation.
your Hall is the start date specified on
The Reception desk at your Hall is your Licence Agreement. If you require
staffed 24/7 and any enquiries such as accommodation before the start date on
maintenance requests, cleaning your Licence Agreement, please
requirements and general Health and contact the NTU SAS team to discuss
Safety issues can be dealt with here. whether this will be possible.
Please contact the NTU SAS office for You will not be able to gain access to
any enquiries regarding applications, your room outside of the stipulated
accommodation, Licence Agreements check-in date unless you have made
and fee payments on +44 (0)115 848 prior arrangements with your Hall of
2894 or visit them at: Residence.
Student Accommodation Services You will be sent an email to upload a
Nottingham Trent University Student passport style photograph to the UPP
Services Centre student portal before you arrive. On
Newton (Link) Building Goldsmith
arrival, you will be issued with a
Street Nottingham
key/fob and/or an access card. You will
NG1 4BU
be asked to sign on receipt of these
www.ntu.ac.uk/accommodation items.
accommodation@ntu.ac.uk
2.2 Keys and Swipe cards
Keys or fobs will be issued on arrival.
2.0 GUIDE TO ACCOMMODATION Keys cannot be issued if you have not
paid your £200 Deposit.
UPP own and operate twelve Halls of
Access to your accommodation will not
Residence in partnership with NTU,
be handed over before the start date
providing around 4411 students with
detailed on your Licence Agreement.
accommodation in a variety of locations Please note that payment for your room
across Nottingham. is from the start date on your Licence
Agreement. Late arrivals will have to
All residences are offered on a self- pay for their room from the stipulated
catering basis however catering start date even though occupation may
services are available at both the City be on a later date.
and Clifton campuses for lunchtime and
evening meals during term time, in Please take care not to lose your keys
addition to snacks and drinks at other or swipe card. Replacements are
times of the day. available to purchase from the Hall
Reception. In some cases of lost keys, it
may be necessary to change your lock.
UPP in partnership with Nottingham Trent University Resident Handbook 2020-20212.3 Room contents shop at https://onlinestore.ntu.ac.uk.
Each bedroom contains the following These packs are subject to availability
items: and pre-booking, and you will be
• Bed required to pay for these in full by card
• Mattress on arrival.
• Workstation
• Chair
• Wardrobe 3.0 PAYMENT OF FEES
• Bookshelves
• Pin board (provided in most rooms)
Your accommodation fees are payable
• Curtains or blinds
to NTU on the due dates as stipulated in
• Carpet
your Licence Agreement.
• Waste bin
• Desk lamp/lighting
3.1 Request to move room
Most study bedrooms also provide an Please contact the University’s SAS for
en-suite shower, toilet and wash basin details of availability. Please note that
facilities. we cannot guarantee that we will be
able to accommodate your request. A
Each communal kitchen is provided charge of £30 per person will be
with: payable if a move is granted.
• Oven with hob
• Microwave 4.0 GENERAL
• Kettle
• Toaster
• Fridge and freezer facilities 4.1 Inventory
• Dining table and chairs On arrival, you will be issued an
• Sofas (not at all residences) inventory detailing the items provided
in your room and in the common areas
Each en-suite studio consists of the of your flat. You should complete the
above items as well as: inventory on arrival, any damage or
• Twin hob defects mentioned on the inventory will
• Combi microwave oven automatically be reported to the
• Kettle maintenance team and dealt with
• Toaster accordingly (please see 4.14). If you do
• Under counter fridge with freezer not do this, we will assume that
compartment everything is in good order and that
• Dining table and chairs the contents are complete and
undamaged. It is important to check the
Residents are required to bring the inventory fully as a final inspection will
following items as these are not be carried out when or after you move
provided: out and the inventory will be used to
• Bed linen (check with your check for any lost or damaged items.
residence, as mattress sizes vary)
• Towels 4.2 Losses, breakages and
• Crockery and cutlery damages
• Pots and pans The cost of any losses, breakages,
• Toilet paper accidental damage or extra cleaning
required within flats, rooms or blocks
If you require a bed or kitchen pack. considered by the Residence Manager
Please visit the University’s Online to be above normal wear and tear, will
UPP in partnership with Nottingham Trent University Resident Handbook 2020-2021need to be paid for by card at returned to their safety packaging
reception. Details of the approximate wherever possible before being placed
charges are provided at the end of this in the bin. If this cannot be done, please
Handbook. wrap them in several layers of tissue or
other paper. Sanitary towels and
4.3 Utilities tampons should not be flushed down
Each flat is supplied with hot water, the toilet.
electricity and is centrally heated. This
is managed via a timing mechanism to 4.6 Television Licences
conserve energy. Utility costs are If you are bringing your own personal
included within your accommodation TV, you must ensure that it is licensed.
fees. It is important that any problems Licences can be purchased on line at
with your utility provision are reported www.tvlicencing.co.uk. (There are no
to Reception as soon as possible. TV Ariel points in the residences). In
some of our Residences there is a
4.4 Cleaning and laundry common room, where free-view
It is in everyone’s interests to maintain television channels can be watched.
a hygienic and safe environment. All
residents are responsible for the 4.7 Council Tax
cleanliness of their bedrooms. Full time students are exempt from
Although the communal areas in shared Council Tax. If you are not a student or
flats are cleaned weekly by staff, it is you cease to be a full-time student, you
your responsibility to keep them in an will be solely and personally
acceptable state. Any additional responsible for the payment of any
cleaning required could result in a Council Tax liability chargeable in
charge being made to all the flat respect of your occupation of the
occupants. Irons, ironing boards and flat/studio.
vacuum cleaners are available within
each flat. 4.8 Drugs
The possession of illegal
Laundry facilities are available within substances/legal highs is strictly
the UPP Halls at an additional cost. You forbidden within the Halls of Residence.
are advised to supervise your own Anyone believed to be in possession of
laundry to ensure that nothing goes such substances will be reported to the
missing. Residents are not permitted to hall wardens, the police and may be
dry their laundry in kitchens and subject to disciplinary measures under
communal areas. the University’s Student Code of
Behaviour.
4.5 Waste disposal
UPP are committed to re-cycling 4.9 Noise
throughout their Residences. You are Please keep audio visual equipment at
responsible for moving your waste an acceptable volume and close doors
from your room to the bin store area. quietly. When returning to the Hall,
Broken glass should be wrapped well please keep noise to a minimum. If you
and clearly labelled or disposed of in should be disturbed on a regular basis
the bin areas provided. Used condoms and cannot resolve the situation
should be wrapped in several sheets of yourself, please report the issue in the
tissue paper and placed in the bin. first instance to the Hall Reception.
Please do not flush condoms down the Please be considerate towards other
toilet, as they cause problems with the residents and the local community and
plumbing. Razor blades should be remember noise levels are magnified
UPP in partnership with Nottingham Trent University Resident Handbook 2020-2021at night. those responsible are not known). Our
maintenance team will allocate a
4.10 Notice boards priority to respond to your requests:
There are notice boards in most Halls.
Notices or poster advertisements Priority A Attend & make safe within 1
should be authorised before being hour
displayed in common areas. Priority B Attend & make safe in 24
hours
4.11 Pets Priority C 7 days
No pets are permitted within the Hall Priority D Non-urgent.
(except guide dogs). This includes fish,
terrapins, hamsters etc. To comply with Health and Safety
Legislation, access to your room will be
4.12 Parking required for fire alarm systems
Parking is available at Blenheim, engineers and to inspect and clean
Maltings, Meridian, Norton, Peverell showerheads every 3 months.
and Simpsons. Parking is only
permitted when you have purchased a Please ask for ID before allowing any
parking permit. The cost of this permit tradesman to enter the premises. A
is not refundable and vehicle owners note will be left confirming attendance.
park on UPP property at their own risk.
4.15 Room access
By accepting a room at Byron, Gill Access to another resident’s room will
Street or New Hall, the resident agrees not be granted, in their absence, under
to comply with the University’s any circumstances.
agreement with the local authority
which states “Not to bring or keep any 4.16 Internet Service
motor vehicle owned or in the custody The internet service from your room is
of the student to the City of Nottingham provided by Glide. All UPP residences
other than a single trip at the beginning offer free, Wi-Fi enabled internet. Any
and at the end of a term to transport the queries regarding the internet
student and his/ her belongings to the packages and the service should be
Residence” directed to the Glide helpdesk. You can
register for the services online prior to
4.13 Bicycles or on arrival.
Bicycles are permitted, and we do
provide external storage racks. In the
interests of Health and Safety, bicycles
5.0 WELFARE AND SAFETY
are not permitted to be brought inside
any of the buildings. Details of NTU’s
Bike Hire Scheme can be found at 5.1 Personal Contents Insurance
www.ntu.ac.uk/sustainability/carbon_e Your personal contents insurance
lephant/bike-factory (Endsleigh Insurance) is included in
your accommodation fees. You are
4.14 Maintenance advised to check the terms and
In an emergency, contact a member of conditions of the policy to ensure you
staff immediately. The need for repairs have the appropriate cover for your
usually results from normal wear and belongings. UPP are not liable to
tear but any deliberate, careless or reimburse any costs towards theft or
accidental damage will be charged to damage to a resident’s property if that
those responsible (or to all residents if resident has not taken out sufficient
UPP in partnership with Nottingham Trent University Resident Handbook 2020-2021contents insurance cover. Full details of and can act as a referral point for more
the cover are available at specialist support services within the
www.endsleigh.co.uk. University. Should you need to speak
with a member of the Warden Service
5.2 Facilities Officers & Security All Team, please contact the residence
UPP Halls are manned 24 hours a day, team and ask for the duty Warden.
365 days a year. Outside of normal
working hours each site is manned by 5.4 Non-Smoking Policy
our team of Facilities Officers. The FOs Smoking and vaping is not permitted
are based in the Reception and are within any area of the Halls. Please
here to assist with any questions, ensure that cigarettes butts are
queries, problems or incidents should disposed of correctly in the cigarette
they arise. They can be contacted by bins located in the Hall grounds.
visiting reception, via mobile phone or
via email. Contact details can be found 5.5 Fire alarms
at the end of this handbook. Testing of the fire alarm in each block
will take place each week and students
Both Nottingham Trent University and will be notified accordingly. You are
UPP staff wear body-worn cameras to not requested to leave your room, as
support their security and residence this alarm will only sound for up to 30
teams across all campuses. Ensuring, seconds. If the alarm continues for
implementing and maintaining the longer than the stated period on a
provision of a safe and secure testing day, please leave the building
environment for all staff, students and and proceed to your assembly point as
visitors is key for both NTU and UPP. this may be a real fire. Fire evacuation
We operate a zero tolerance policy to procedure information can be found on
acts of aggression to staff. Browser and on notices within your flat.
5.3 Wardens Service and Residents As there are smoke detectors situated
Assistants in each bedroom, leaving your shower
We have Residence Assistants who are door open whilst taking a shower can
on-hand to help. RAs are students, who set off the alarm. Please be aware that it
are in Halls to offer friendly advice and may not be obvious that the alarm has
support, or to give you information been set off until a member of staff is
about other services the University can sent to check your room.
provide. They will work closely with the
Residence Management Team, and the Whilst cooking, you must ensure that
Warden Service, to ensure your the kitchen door is kept closed and you
accommodation experience is a turn on your extractor fan. Also open
positive and enjoyable time. The your window to allow airflow to
campus also has a Wardens Service circulate. There are fire and heat
Team who, in addition to their main detectors in the kitchen. To reduce the
duties with the University, undertake risk of fire, you should not leave
the role of Wardens in respect of cooking in the kitchen unattended.
resident students. The Warden role has
two main elements – pastoral care Any type of candle, joss stick, or
(focusing on student welfare) and incandescent burner is strictly
enforcement of the student code of forbidden, as they pose a serious fire
behaviour. The Wardens provide basic hazard. Any such item found in the
support and advice for students who residences will be removed.
are encountering personal difficulties
UPP in partnership with Nottingham Trent University Resident Handbook 2020-2021Any fire alarm activation caused by The above list is not exhaustive, and the
using candles is treated extremely Residence Manager can reject the use
seriously. In the interests of Health and of any item which is deemed not to be
Safety for all residents, fire doors such in the interests of the safety of other
as kitchen, corridor and flat doors must residents of the Hall.
never be propped or wedged open.
5.8 Emergency Services
The tampering of fire equipment It is recommended that you register
including the discharging of fire with the Student Health Centre located
extinguishers, the removal of detector underneath Sandby for city Halls and
heads and the smashing of break glass Sunrise Medical Practice for Clifton
points is a criminal offence. Anybody Halls. If you are unwell at any time and
found to be responsible for any of these require assistance, please contact a
or similar incidents, may be excluded member of staff via Reception or call
from the Hall and be subject to NHS for medical advice on 111. In an
disciplinary measures under the emergency dial 999 and then contact a
University’s Student Code of Behaviour. member of staff on call.
5.6 Electrical Appliances Details of the local Police Station or
All electrical items brought into the Community Officer can be obtained
Hall which are recognised as being from Reception.
permissible should be fitted with a
correctly rated fuse, correctly wired 5.9 Window Restrictors / Grilles
plug and a cable in good order. In the interests of Health and Safety,
No electric blankets or electric duvets window restrictors within the Hall must
are permitted without a current safety not be adjusted or tampered with. Any
test certificate. tampering will result in a repair charge
and a referral to the Warden.
5.7 What not to bring
In the interests of Health and Safety, Where window grilles are provided to
you are not permitted to bring any of the inside of windows, please ensure
the following items: that these are fully extended to cover
the windows and that they are kept
• Any form of heating appliance locked in position. Where additional
• Any heavy-duty electrical appliance crime prevention devises are fitted e.g.
• Fridges, freezers and any other white window alarms, please ensure that
domestic appliances not supplied by these are being used correctly.
UPP
• Deep fat fryers 5.10 Personal Safety
• Offensive weapons (this includes
dummy weapons or weapons used in HAVE A GOOD NIGHT but GET
enactments) HOME SAFE
• BBQs, gas stoves and any type of gas
appliance • Arrange transport home in advance
• Gas bottles • Avoid going to a pub, club or party
• Dartboard alone
• Sofas, armchairs and inflatable • Don’t become isolated from your
furniture friends.
• Other items described in sections in • Never leave your drink unattended
this booklet • Never accept a drink from someone
you don’t know or trust.
UPP in partnership with Nottingham Trent University Resident Handbook 2020-2021• If you begin to feel drunk, dizzy or 6.3 Privacy
disorientated seek help from a Your privacy is very important to us
trusted friend or a member of the and we will not share your information
pub/club staff with third parties without your consent.
• Never walk home aloneCarry a However, we will share your
Personal attack alarm – this can be information with Nottingham Trent
purchased from the local crime University to administer your
prevention officer. accommodation contract. We may also
• If someone threatens you, shout and share your personal information with
scream for help. other organisations such the
• If you are attacked, report it to the police, immigration services or any
office immediately. Specialist units other third party where it is necessary
are available to deal with sexual to comply with the law.
offences in a sensitive and
confidential manner.
7.0 GUEST POLICY
6.0 CORRESPONDENCE
7.1 Overnight stays
6.1 Mail and deliveries Residents are responsible for their
All mail is delivered to Reception and guests’ behaviour and should ensure
you will receive a notification from the that any guests are recorded in the
Home at Halls App when your parcel is Home at Halls App. Guests can stay
ready to be collected. The notification overnight in a student’s room if they are
will include a QR code which is signed in at the Reception. Guests can
required to collect your parcel. Some stay overnight for a maximum of two
recorded deliveries can be accepted at nights per week. Please bear in mind
Reception, but we are unable to sign that regular guests are an unfair burden
for electrical equipment, mobile on fellow residents.
phones, oversized items, gas canisters
or food items. If you are arranging the 7.2 Parties
delivery of these items, please arrange In the interests of fellow residents, no
a suitable time with the courier to parties are to be held in flats or studios
ensure that you are in at the time of without prior consultation and
delivery. agreement with the Residence
Manager and your neighbours.
If you are returning items, please
arrange a suitable time with the courier
8.0 MOVING OUT
to ensure that you are in at the time of
collection.
The period of occupancy ends on the
6.2 Change of contact details date specified on the Licence
If your home address and/or Agreement and all residents must
emergency contact details change, vacate the accommodation by 10.00am
please visit on this day. If you should wish to
www.ntu.ac.uk/currentstudents to extend your period of stay beyond the
amend your personal details and also end of your Licence Agreement, please
email NTUResidenceEnquiries@upp- enquire at the Student Accommodation
ltd.com immediately so that they can Services (SAS) Office.
update your file.
UPP in partnership with Nottingham Trent University Resident Handbook 2020-2021If you choose to formally defer or You will be charged the full cost of
withdraw from your studies then you repair/ cleaning of fixtures and fittings
will be liable for the full years fees, but damaged within your room during your
you will not be able to remain in residency. Within communal areas any
accommodation. As soon as you return damage to fixtures and fittings, or items
your keys we will start seeking a missing from these areas, will be
replacement to try and release you charged to all occupants within the flat,
from the contractual liability.Each or where damage cannot be
room must be cleaned and left as it was apportioned to a group of residents the
found on the day you arrived. All en- charge will be deducted from every
suite shower rooms must also be resident of the Hall.
thoroughly cleaned on departure.
8.1 Deposit return
Any keys, cards or fobs must be Towards the end of your Licence
placed in an envelope, clearly marked Agreement you will receive an email
with your name and room number and prompting you to log into the UPP
handed in personally to Reception student portal to enter your bank
between the hours of 9.00am - 5.00pm. details. It is the responsibility of the
If you are leaving outside office hours, resident to ensure that this is
please notify your Residence Manager completed before the end of the
at least 72 hours in advance of your Licence Agreement. All students will
date of departure. have their deposits returned to them by
bank transfer approximately four
To receive your Deposit refund with weeks after the Licence Agreement
the minimum of delay, your room must period end date once their room check
meet the following standards: has been satisfactorily completed and
their room key/fob/card has been
returned.
• All personal belongings are
removed. Any outstanding accommodation fees
• All waste is removed from bedrooms will also be deducted from the Deposit.
and kitchens and placed in the bin Students must provide their correct
store area. bank details on the portal. If you do not
• Desks, drawers and wardrobes are provide correct bank details, there
empty, and all personal belongings may be a delay in you receiving your
have been taken. Deposit refund.
• Bedroom carpet has been vacuumed
• Posters, pins, Blu-tack etc has been Refunds can be made into international
removed from walls without bank accounts. The cost of carrying out
damaging paintwork and notice this process is passed onto the student
boards cleared of all paper and pins with a deduction made from the
• All furniture, window ledges, en-suite Deposit. The current cost is indicated in
bathroom and fixtures cleaned. our table of charges.
• Bank details have been entered on
the UPP student portal. Residents can view their statement on
the portal to check the refund they will
receive.
UPP in partnership with Nottingham Trent University Resident Handbook 2019-20209.0 COMPLAINTS PROCEDURE 10.0 CUSTOMER SATISFACTION SURVEY
If you are dissatisfied with any part of A customer satisfaction survey will be
our service, it is important that you let sent to your email during your stay to
us know. gain feedback regarding the services
provided. We welcome customer
By working through any problems, we feedback to enable us to meet your
can make sure that we give you the requirements. We would be most
best service possible. Our standards grateful if you would complete the
are designed to meet the expectations surveys at your earliest convenience.
of our customers. If we have made a
mistake we will try to put it right as
11.0 RETURNING STUDENTS
soon as possible.
What you need to do: If you would like to stay in Hall for
Firstly, contact a member of staff at the following academic year, please
Reception. Sometimes we may ask you enquire at the SAS Office.
to put your complaint in writing, which
helps us understand your concerns. If
we can’t resolve your complaint
straight away, we’ll investigate it in
more detail.
In any event the Residence Manager
will respond to you within 5 working
days. We’ll try to give you a full reply
but if this is not possible, an
acknowledgment will be sent to you
within this time.
Within 10 working days the Residence
Manager will have investigated your
complaint and sent a written response.
Hopefully, we will have resolved the
situation but, if you’re still unhappy,
contact the Operations Manager who
will get back to you within 10 days
with the final response. You can write
to the Residences Director:
Operations Manager
UPP Nottingham Residence Office
Gill Street Residence
Gill Street
NG1 4FY
UPP in partnership with Nottingham Trent University Resident Handbook 2020-2021Charges
ACCESS AND SECURITY
Replacements: BEDROOM
£10 - £20 per key Replacements:
Door Keys
Door Card/Mail key/Fobs £10 - £20 per key Mattress Single/Double
(BYRON, NEW HALL & GILL STREET £162/£205
Lock & Fit CAPI
SOUTH)
Mattress £120 - £205
FIRE SAFETY (ALL OTHER HALLS)
(CHARGES INCLUSIVE OF CARRIAGE AND RE-TESTS IN LINE WITH CAPI
BRITISH SAFETY STANDARDS) Desk Chair CAPI
Replacements: Bed Base CAPI
Water £54 Wardrobe £200
CO2 £71 Desk £14
Foam Small/Large £45/£75 Desk Lamp £7
Fire blanket £35 Bin CAPI
Broken glass fire call point £17 Mirror CAPI
Tamper Tag £52 Carpet CAPI
Fire Signs CAPI Curtains
Detectors/Alarms CAPI
Damage to Fire doors CAPI COMMUNAL AREAS
Replacements:
WHITE GOODS Communal seating CAPI
Replacements: Vacuum £130
Iron £20
Ironing Board £20 ADDITIONAL CLEANING £30
Kettle £26 Kitchen/Bathroom/ £35
Toaster 2 slice/4 slice £22/£42 communal Shower/En-suite £35
Microwave £90 Bedroom CAPI
Combi Oven £220 Bodily Fluids
Larder Fridge £340 Carpet cleaning per carpet £40
Larder Freezer £385 Removal of excess rubbish & £10
Fridge/Freezer Larder £425 items left
Under Counter Fridge/Freezer £175
Under Counter Fridge £195 PAINTING CAPI
Under Counter Freezer £190 General painting per wall
Hob £250
Oven £395 OTHER
Cooker £300 Replacements: CAPI
Window Restrictor/Catches CAPI
BATHROOM Light Diffuser CAPI
Replacements: Ceiling tile CAPI
Toilet seat & cover £55 Carpet tile CAPI
Kitchen & bathroom tiles CAPI Window or door glass
Bathroom/Pod door CAPI
Damage: CAPI
KITCHEN Intercom CAPI
Replacements: Notice Boards Up to £20
Bin £15 Payment into an international
Grill pan CAPI bank account
Mop £5
Bucket £7 *CAPI (Cost as per Invoice) Please note that these costs only
Dust pan & brush £5 serve as a guideline to damage charges. Where detailed an
Dining Seating CAPI invoice will be provided to substantiate costs.
Carpet/Vinyl CAPI Prices correct at time of going to print.
Worktop burn CAPI
Table CAPI
Curtains CAPI
UPP in partnership with Nottingham Trent University Resident Handbook 2020-2021Hall Contact Details
Blenheim Hall Norton Court
St Ann’s Hill Wilton Road
off Woodborough Road Radford
NG3 4LB NG7 5PQ
+44 (0) 115 962 2700 +44 (0) 115 970 5963
Mobile: 07968 185563 Mobile: 07968 187146
blenheimhall@upp-ltd.com nortoncourt@upp-ltd.com
Byron Peverell Hall
Hampden Street Clifton Campus
NG1 4FW Clifton Lane
+44 (0)115 908 2270 NG11 8NS
Mobile: 07885 965 273 +44 (0) 115 984 9986
byron@upp-ltd.com Mobile: 07968 184309
peverell@upp-ltd.com
Gill Street Residence
Gill Street New Hall
NG1 4FY Clifton Campus
+44 (0)115 908 2250/252 Clifton Lane
Mobile: 07968 181949 NG11 8PT
gillstreet@upp-ltd.com +44 (0) 115 984 9980
Mobile: 07912 632263
The Maltings cliftonnewhall@upp-ltd.com
Whitemoor Road
Basford Sandby Hall & Hampden
NG6 0HN Hampden Street
+44 (0) 115 908 2281 NG1 4FW
Mobile: 07968 172542 +44 (0) 115 908 2280
maltings@upp-ltd.com Mobile: 07736 954826
sandbyhall@upp-ltd.com
Meridian Court
Quorn Road Simpsons Hall
off Haydn Road Park Street
Sherwood Lenton
NG5 1DT NG7 1RR
+44 (0) 115 985 7707 +44 (0) 115 950 7156
Mobile: 07968 183292 Mobile: 07968 172703
meridiancourt@upp-ltd.com simpsonshall@upp-ltd.com
UPP in partnership with Nottingham Trent University Resident Handbook 2020-2021You can also read
