DUN HOLM HOUSE TENANCY HANDBOOK 2018 - 2019 - Fresh Student Living

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DUN HOLM HOUSE TENANCY HANDBOOK 2018 - 2019 - Fresh Student Living
DUN HOLM HOUSE
TENANCY HANDBOOK
            2018 - 2019

                          1
DUN HOLM HOUSE TENANCY HANDBOOK 2018 - 2019 - Fresh Student Living
WELCOME HOME
Hello,
Thank you for booking your accommodation with us – we’ll do our very best to ensure that you have a
fantastic stay. It’s not long now until you arrive, so we’ve put together this handbook so you can find out
more about your new home at Dun Holm House.
We know you have a lot of information to read, but please take some time to read this handbook, it
contains lots of information about your new home and the services we provide.
It includes:
•   Our contact details and facilities
•   Key points about your tenancy
•   What to bring with you
•   What to do in an emergency
If we’ve missed anything out then please give us a call or send us an email. We also recommend that you
follow us on Facebook and Twitter, as we use these to fill you in on the latest information.
Please remember that you’ll also need to complete the online induction checklist before you arrive. So
if you’ve not done so already, log in to the Fresh Student Portal using your reference number and email
address and it will guide you through the short process.
If you’ve any other questions just let us know, otherwise we look forward to meeting you
very soon!
Lynne Elliott,
Accommodation Manager

                                                        STAY IN TOUCH
                                                               0191 300 8775

                                                               07384 253 504

                                                               dunholmhouse@freshstudentliving.co.uk

                                                               freshstudentliving.co.uk/dun-holm-house

                                                              DunHolmHouse

                                                              DunHolmHouse

                                                               DunHolmHouse

                                                               FreshStudentLiv
DUN HOLM HOUSE TENANCY HANDBOOK 2018 - 2019 - Fresh Student Living
CONTENTS                           THE ESSENTIALS
PAGE 5                                                YOUR NEW ADDRESS
THE ESSENTIALS                                        Your Flat/Room Number, Dun Holm House, The Riverwalk, Durham, DH1 4SL

PAGE 6
BEFORE YOU ARRIVE
                                                      OPENING HOURS
                                                      The Accommodation Team is available during the below hours. If the office is unmanned
PAGE 7                                                during these hours, please use the emergency mobile number below to contact staff.
WHEN YOU ARRIVE                                       Monday - Friday: 9am - 5.30pm
                                                      Residential Accommodation Assistants: Every night 5:30pm – 9am, Saturday – Sunday 24 hours
PAGE 8
STAYING CONNECTED                                     OUT OF OFFICE HOURS EMERGENCY NUMBER
                                                      In case of an emergency you can contact someone outside of office hours on our emergency
PAGE 11                                               number. You might like to save important contact numbers like this on your mobile phone so
LIVING WITH US                                        you always have it to hand. 07384 253 504

PAGE 12                                               THE ON SITE TEAM
THE STUDENT PORTAL
                                                      The on site Accommodation Team are available to ensure you enjoy your stay,
                                                      whether it be managing your account, running social events or sorting your post.
PAGE 13
THE FINANCIAL BIT                                     The details for the team at Dun Holm House are available on our website under
                                                      www.freshstudentliving.co.uk
PAGE 14
THE SERIOUS STUFF                                     HOW TO FIND US
                                                      Here’s is a map of our location. We’re located on The Riverwalk which is between
PAGE 16                                               Milburngate Bridge and Framwellgate Bridge, just at the bottom of North Road.
PEACE OF MIND
                                                                                                                                                                                               e
                                                                                                  Wharton                                                                               la c
PAGE 17                                                                                            Park                                                                         n’s
                                                                                                                                                                                    P

                                          LOCAL JOURNEY TIMES

                                                                                                                                                                           ma
HOW TO REPORT A MAINTENANCE REQUEST

                                                                                                                                                                       Free
                                                                                                                                  Framw
                                           •   Collingwood College: 26 mins walk                      Durham
                                           •   Grey College: 23 mins walk
PAGE 19

                                                                                                                                       elgate
                                           •   Hatfield College: 8 mins walk
CIRCUIT LAUNDRY                            •   John Snow College: 29 mins walk
                                           •   Josephine Butler College: 28 mins walk
                                                                                                                     A690
PAGE 20                                    •   St Aidan’s College: 26 mins
SAFETY MATTERS                             •   St Chad’s College: 9 mins walk
                                           •   St Cuthbert’s Society: 12 mins walk                                                                         DUN HOLM HOUSE
                                                                                                                                                           Unit 8, The Riverwalk
                                           •   Stephenson College: 29 mins walk
PAGE 21                                                                                                                                                    Durham
                                           •   College of St Hild & St Bede: 18 mins walk                                                                                                                   River
                                                                                                                                                                                                                    W
FOR YOUR SAFETY/安全须知                       •   St John’s College: 11 mins walk
                                                                                                                                                        Marketing
                                           •   St Mary’s College: 20 mins walk                                                                          Suite
PAGE 23                                    •   Trevelyan College: 22 mins walk                              at
                                                                                                                 e
                                                                                                          sg
YOUR FEEDBACK                              •   University College: 9 mins walk                       Cr
                                                                                                        os                                                     Durham
                                                                                                                                                                Castle

                                                                                                                                                                                                   N ew E
                                           •   Ustinov College: 15 mins walk
PAGE 24                                    •   Van Mildert College: 24 mins walk                                                                              Museum

                                                                                                                                                                                                     lvet
                                                                                                                                                 Wear
                                           •   Durham University Business School: 28 mins walk
MOVING OUT

                                                                                                                            South St
                                           •   Sainsbury’s Local: 2 mins walk

                                                                                                                                                River
                                           •   Tesco Express: 2 mins walk
PAGE 25                                    •   Pharmacy: 2 mins walk                                                                                        Durham
SUMMARY OF RECHARGES                       •   Restaurants & Bars: 1 min walk
                                                                                                                                                           Cathedral

                                           •   Train Station: 7 mins walk
PAGE 27                                    •   Bus Station: 2 mins walk
STAY IN TOUCH
                                      4                                                                                                                                                                     5
DUN HOLM HOUSE TENANCY HANDBOOK 2018 - 2019 - Fresh Student Living
BEFORE YOU ARRIVE                                                                               WHEN YOU ARRIVE
 PREPARING TO MOVE IN - INDUCTION                                                               ON ARRIVAL
 Before you arrive you will need to pay your first rent installment. Dates for this can         You will receive an introduction email before you arrive, it’s a good idea to bring a
 be found on your Tenancy Agreement. You can check the dates and make the payment               copy with you, it details what to do when you arrive and offers advice and guidance
 on the Student Portal. See page 12 for details of the Student Portal.                          on travel and parking.

 Before you arrive you will also need do the following via the Student Portal;                  When you first arrive please come to reception and remember to bring with you the
 • Complete your Induction.                                                                     below so we can give you your key;
 • Upload a passport style photo to your profile.
 • Book your move in slot. That way we’ll know when to expect you and we can make                • Proof of being a student (e.g. a confirmation letter from your University, College or Language School)
    sure your room is ready and waiting for your arrival!                                        • Photo ID (Passport or Driving Licence)

 WHAT TO BRING WITH YOU                              PLEASE DON’T BRING                         We will then give you a tour of the property and help you settle in. If you aren’t sure
 Your room is fully furnished but you will             • Fridges (including mini-fridges)       how things work, just ask a member of the team.
 need to bring your own:                               • Deep fat fryers/Chip pans
   • Bedding                                           • Candles/Incense                        If you know you will be arriving out of office hours, please let us know so we can
   • PC or Laptop                                      • Large pieces of furniture              make sure someone is available to welcome you to your new home.
   • Towels                                              (it may not fit in your room
   • Coat hangers                                        and you will then have
   • Toiletries                                          nowhere to store it)
                                                                                                YOUR ROOM
                                                                                                You’ve got your keys, it’s time to settle into your room. You will need to complete
   • Toilet paper                                      • Portable electric heaters
                                                                                                the “Inventory’ on the Student Portal within 48 hours of your arrival.
   • Studios: kitchen pieces (plates,                  • Pets
     cutlery, kettle, toaster ,pans, and
                                                                                                If you do not complete the form, any damaged or missing items will be deemed to
     microwaveable dishes)
                                                                                                be your responsibility.
   • Iron and Ironing Board

 If you’re living in a shared flat, we recommend that you wait until you arrive to buy          YOUR NEIGHBOURS
 some items. That way you can spread the cost with your flat mates. This includes               If you’re in a shared flat, it’s usually a good idea to take some time to introduce
 items such as: pots & pans, plates, glasses, cutlery, toaster, kettle, iron and ironing        yourself to your new flatmates or neighbours, if they’re around. Remember, everyone
 board.                                                                                         is new, so don’t be shy!

 KIT YOURSELF OUT!                                                                              Make sure you look out for our social events on Facebook – that way you can keep up
 Don’t forget you can order a range of kitchen and bedding packs online before you              to date with our exciting introduction activities and events.
 arrive - and there’s 10% off if you use the code FRESH10 at the checkout!
 Find out more at: www.unikitout.com/collections/fresh-student-living.                          We want you to make your room your own, but please don’t use sticky tape,
                                                                                                ‘blu-tack’ or similar adhesive, stick pins, nails or screws into the walls.

 TENANCY DEPOSIT SCHEME
 Your Booking Fee converts to a Damage Deposit once your tenancy commences.
                                                                                                 DON’T FORGET...
                                                                                                 Please bring photo ID (Passport or Driving Licence) with you when you come to pick
 The Damage Deposit is refundable at the end of your tenancy, less any deductions
                                                                                                 up your keys!
 for damage or charges due. This is safeguarded by the Tenancy Deposit Protection
 Scheme. You can find out more about the Tenancy Deposit Scheme here
 www.tenancydepositscheme.com.

                                                                                            6                                                                                                               7
DUN HOLM HOUSE TENANCY HANDBOOK 2018 - 2019 - Fresh Student Living
STAY CONNECTED
YOUR INTERNET
ASK4 provide your wired broadband and WiFi connection. Their market leading
broadband gives you access to the UK’s fastest speeds and is backed up by a support
team if you need any help. To contact ASK4 directly please call the support team on
0114 303 3232 (Multilingual and operates 24/7) or email support@ask4.com.
You are able to connect at least 5 devices to the network at one time and you get up
to 100Mbps free, which should be great for most of you. If you like, you can upgrade
to a higher connection or take advantage of additional internet services. To find out
more about your internet connection please take a look at their website.
https://prearrival.ask4.com
Download the free ASK4 app today to manage your account and access a host of user
guides with one click. Just search “ASK4” in the App Store or Google Play.

YOUR TV
Remember, if you bring a TV with you (or if you are watching catch-up TV, such as
iPlayer or live TV online) you’ll need to have a valid TV Licence too. Please visit
www.tvlicensing.co.uk for details.

POST
You will have your own letter box which is located in the lobby area of Reception. If
you have been sent a parcel that doesn’t fit in the letterbox we will send you an email
to let you know. You can then come and sign for the delivery in Reception. Please
bring your ID with you when collecting your post.

LAUNDRY
The laundry room is located on the 2nd level between the Social Space and Gym.
Laundry costs £3.10 per wash. Instructions on how to use the machines can be found
in the laundry room, if you are unsure please pop in to reception.

CAR PARKING
Unfortunately, we cannot offer customer car parking on site. Due to local planning
restrictions all customer cars are strongly discouraged to be used in the city and to be
parked at the property.

BIKE STORE
There is a bicycle store located near the bin store. Please make sure you bring a lock
or method of securing your bicycle to the rack provided.

SOCIAL SPACE
The Social Space is located on the 2nd level and contains a TV, comfy sofas, tables and
chairs. The Gym is located on the 2nd level next to the Laundry Room and a variety of
equipment will be available for use. The Cinema Room is located on the 2nd level next
to the Gym. We also have a dedicated Study Room which is located on the 3rd level.

                                                                                           8   9
DUN HOLM HOUSE TENANCY HANDBOOK 2018 - 2019 - Fresh Student Living
LIVING WITH US
     HOUSE RULES                                        ILLEGAL SUBSTANCES
     We think we’re pretty easy going, but              The use of illegal substances is not
     there are a few rules that we’d ask you            permitted at Dun Holm House. If we have
     to stick to, for your own safety and the           reason to believe that you are using or
     comfort of others.                                 passing illegal substances to others, we
                                                        will take the following action:
     WINDOW RESTRICTORS                                 • Report you to the Police
     Window restrictors are installed in the
     accommodation for your protection.                 • Report you to the University
     You are not permitted to tamper with               • Serve a warning notice detailing
     or remove restrictors at any time. If we             future action that will be taken if the
     have to re-instate window restrictors                incident is repeated
     there will be a recharge to you.                   • Support any police action/prosecution
                                                        This could result in your tenancy being
     SMOKING                                            terminated and losing the right to your
     The building is a smoke-free zone, this
                                                        Tenancy with us.
     includes your bedroom, bathroom and
     kitchen, as well as any communal area              We do not condone the use of Legal Highs
     and outside underneath windows, or on              in any of our properties. In the event
     the roads, paths or pavements                      of a customer using Legal Highs action
     immediately outside the building. Their            could be taken if a customer’s behaviour
     is an allocated smoking area in the                is deemed inappropriate or anti-social
     courtyard, please use the cigarette bins           as a result of their use. Please note we
     provided.                                          will not accept delivery of any legal high
                                                        substance at any of our property. The
                                                        production,
                                                        distribution, sale and supply of legal
     NOISE & ANTI-SOCIAL                                highs is now an offence that is punishable
     BEHAVIOUR                                          by up to seven years in prison, after the
     We want you to enjoy living with us but we         Psychoactive Substances Act was brought
     ask that you respect your fellow residents         into effect on 26 May 2016.
     and keep noise to a minimum especially
     between the hours of 11pm-8am and during
     exam periods, that way we can make the             SUSTAINABLE LIVING
     building a pleasant and enjoyable place for        We are committed to having a positive
     everyone.                                          social and environmental impact. We can
                                                        achieve this with your help by focussing
                                                        on:
     PETS
     Fresh Student Living operate a strict no pet       • Reducing energy consumption
     policy. With the exception of guide dogs,          • Preserving water supplies
     you are not permitted to keep pets or allow
     any pets of any kind into the building.            • Reducing waste
                                                        • Reducing our carbon footprint
     OVERNIGHT GUESTS                                   For tips on how to help us refer to our
     You may have occasional overnight guests.          Sustainable Living Guide, on the Living
     Please do not invite someone to stay for           With Fresh section of the FAQ’s on our
     more than 3 consecutive nights and out of          website.
     courtesy always consult with your flatmates
     first. All visitors must be signed in and out at
     reception.
10                                                                                                   11
DUN HOLM HOUSE TENANCY HANDBOOK 2018 - 2019 - Fresh Student Living
THE STUDENT PORTAL                                                                                THE FINANCIAL BIT
THE FRESH STUDENT LIVING STUDENT PORTAL                                                           HOW TO PAY
                                                                                                  Paying your rent is simple and can be done online 24 hours a day. You can pay your
The Student Portal is an online system that gives you access to important information             rent by logging into the Student Portal and selecting the Financials tab, here you can
about your stay with Fresh Student Living.                                                        review your financial statement and make rent payments. You can pay with a Debit
                                                                                                  or Credit Card.
You can find your Tenancy Agreement, booking details and financial statement. You can also
complete your inventory, log maintenance requests, pay your rent, refer a friend and even         PAY TO STUDY
rebook your room for next year.                                                                   You can also pay via Pay to Study. Pay to Study allows you to make your international
                                                                                                  payments to Fresh Student Living free of charge while receiving competitive foreign
      To access the student portal please visit:                                                  exchange rates. Where Pay to Study has a local bank account, Pay to Study will
      www.freshstudentliving.co.uk/studentportal                                                  eliminate the international banking charges usually associated with international
                                                                                                  payments.
You will need the email address you registered with and your application reference
number. Once you have logged into the Student Portal you may change your password                 For more information and to make a payment please visit
on the ‘Change Password’ page.                                                                    www.freshstudentliving.paytostudy.com

If you have any questions about the Student Portal please come and see us at reception.           FUTURE PAY
                                                                                                  FuturePay is an internet based equivalent of a traditional standing order or direct
                                                                                                  debit facility, but instead of the payment coming out of your bank account it is taken
                                                                                                  from your card. Once you have set up your FuturePay agreement with our online
                                                                                                  Card Merchant Worldpay, your instalments will be taken automatically from your card
                                                                                                  on the future due dates.

                                                                                                  For further details of how FuturePay works visit
                                                                                                  www.worldpay.com

                                                                                                  SETTING UP A UK BANK ACCOUNT
                                                                                                  If you would like to set up a UK Bank Account when you arrive just let the
                                                                                                  Accommodation Team know. They will be able to provide you with the details of the
                                                                                                  local banking facilities, we suggest you check them out first to make sure you are
                                                                                                  happy.

                                                                                                  You will need to make an appointment at the branch of your chosen bank. You will
                                                                                                  need to take some identification (ID) with you:

                                                                                                   • Your Passport
                                                                                                   • Letter from University/College to prove you are a student
                                                                                                   • Copy of your Tenancy Agreement – your Accommodation Team can provide a copy
                                                                                                     or you can print via your Student Portal

                                                                                                  At the appointment the bank will advise you on the best account, it should not have
                                                                                                  any charges. The bank will then send you your bank card and your pin number
                                                                                                  separately (keep them safe).

                                                                                             12                                                                                            13
DUN HOLM HOUSE TENANCY HANDBOOK 2018 - 2019 - Fresh Student Living
THE SERIOUS STUFF
 YOUR TENANCY
 Your tenancy agreement is an Assured Short-hold Tenancy. This means you have a
 right to stay in your room/studio until the end of the agreed tenancy period. We
 cannot evict you without a court order. When you signed your tenancy agreement
 you made a legally binding agreement with Fresh Student Living to keep to the
 terms and have accepted the responsibilities of the agreement.

 We   expect you to:
  •   Pay your rent at the agreed time
  •   Look after your accommodation and keep all areas clean
  •   Behave appropriately within the building and surrounding areas
  •   Be respectful to other residents

 We will:
 • Carry out repairs within the property and ensure it is a safe and secure place to live
 • Keep the communal areas clean
 • Carry out regular health and safety checks

 ROOM & FLAT INSPECTIONS
 You are responsible for cleaning your room, bathroom, kitchen and flat corridor. We
 will carry out full room and flat inspections at least three times during your tenancy
 period where we will check for cleanliness, damage and for missing items.

 At each inspection you will be informed if there is to be a charge for repairs and
 cosmetic restoration works. You will be invoiced for recharges for the first two
 inspections and on the final inspection a deduction will be made from your deposit.

 The recharges for cleaning, damages and missing items can be found at the end
 of this handbook. At the end of your tenancy you will be expected to leave your
 accommodation clean, remove all rubbish and leave all fixtures and fittings as you
 originally found them.

 TERMINATION OF YOUR TENANCY
 As a tenant on a fixed term Assured Short-hold Tenancy you do not have the right
 to end your tenancy early even if you later are no longer a student. Fresh Student
 Living can seek repossession of your tenancy if you fail to pay your rent or breach
 the terms of your Tenancy Agreement.

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DUN HOLM HOUSE TENANCY HANDBOOK 2018 - 2019 - Fresh Student Living
PEACE OF MIND                                                                                         HOW TO REPORT A
                                                                                                    MAINTENANCE REQUEST
REPAIRS & MAINTENANCE                                                                            VISIT
Repairs and maintenance reporting couldn’t be easier, just report any requests you               WWW.FRESHSTUDENTLIVING.CO.UK/STUDENTPORTAL
may have on the maintenance log via the Student Portal. This can be done from the
comfort of your own room, or on the go 24 hours a day. We aim to assess requests
within the following timescales:
                                                                                                 LOG INTO THE STUDENT PORTAL
   Emergency repairs within 24 hours of being reported                                           USING YOUR EMAIL ADDRESS AND APPLICATION REFERENCE NUMBER
   An emergency repair is any repair required to avoid danger to the health and
   safety of residents. E.g. No power supply, overflow of sewage.

   Urgent repairs within 5 working days of being reported
   An urgent repair is any repair which materially affects the comfort or
   convenience of the customer. E.g. Broken handrails, faulty electrical fittings
   such as the microwave.

   General repairs within 28 days of being reported
   A general repair is any repair not falling into the two above categories.
   E.g. Single electric light or power point failure within room, sticking doors
   or windows.

We normally provide you with a minimum of 24 hours notice if we require access
to your accommodation to carry out a repair. Please note that in the case of
emergency we may require immediate access to your accommodation.                                 FOLLOW THESE STEPS
                                                                                                    1.   SELECT RESIDENT ADMINISTRATION
WATER LEAKS OR FLOODS                               ELECTRICAL FAILURE                              2.   LOG MAINTENANCE REQUESTS
Water leaks can be extremely damaging               If you have an electrical failure,
to your home and inconvenient for                   check to see who else has the same              3.   ADD NEW
residents in surrounding flats. If water is         problem – is it other flats, the                4.   COMPLETE THE FORM
leaking into electrical fittings, this can          entire building or the whole street?
                                                                                                    5.   SELECT SUBMIT
be very dangerous. If you spot a leak:              If the entire street is in blackout
                                                    this means that this situation is out           6.   WE WILL DO THE REST!
• Call the Accommodation Team                       of our control. Power cuts of this
  immediately.                                      nature usually last a maximum of 2
                                                    hours.
• Try and catch the water in a
  container to avoid further damage.                If you are the only one who is
                                                    experiencing power failure please
• Do not touch electrical sockets                   let reception or the out of hours
  or devices.                                       team know and they will
                                                    investigate.
If the water to your flat or building has
been turned off, please check that you              All other power failures should be
have closed all taps and ensure that                reported to the Accommodation
the plug is not left in, in the sink in the         Team or to the emergency
kitchen or your en suite.                           telephone number.

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DUN HOLM HOUSE TENANCY HANDBOOK 2018 - 2019 - Fresh Student Living
CIRCUIT LAUNDRY
     HOW TO USE THE LAUNDRY ROOM
     • Make sure you have the correct change.
     • We accept 20p, 50p, £1 and £2 coins

     WASHING GUIDE
     • Open door - Do a quick visual check of the drum to ensure there is no residue or
       substance remaining from the previous user.
     • Put the detergent (powder or tablet) into the bottom of the drum.
     • Load the washer
     • Close the door
     • Insert coins
     • Select wash cycle
     • Press start button to begin

     HOW TO VIDEOS
     You can also find some useful tips and ‘How To’ videos on the Circuit laundry website.

     www.circuit.co.uk/how-to-use-videos
     www.circuit.co.uk/i-want-to-do-my-laundry/laundry-help

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SAFETY MATTERS                                                                                               安全须知
WHAT TO DO IN AN EMERGENCY                                                                    在紧急情况下的应对措施
Hopefully you’ll never need it but below is a quick guide on what you should do in
an emergency.                                                                                 我们希望公寓内的住户可以一直安心、安全地生活。为了以防万一,我们将紧急情况和
                                                                                              注意事项写在这里供大家参考。
Some of the information may be particularly useful to our international students,
but everyone should take a look and familiarise themselves with the information.              请记住,如果您对以下信息有任何疑问,请和我们公寓的工作人员及时进行沟通。

Remember if you are unsure about any of the information listed below please speak
to the on site Accommodation Team.                                                            火警
                                                                                              如果您发现任何火源,请立即拨打消防电话999进行求助。我们的公寓在设计的时候安
FIRE SERVICE                                                                                  装了防火警报装置。如果您的楼层有任何火源,火警会自动响起。当您听到警报时,应
If you discover a Fire, call 999 and ask for the Fire Service.                                当立即离开公寓,前往集合地点。请不要随意奔跑或留在公寓内收拾个人物品。

Our building has been designed for your safety in the event of a fire. If a fire is           任何故意触发火警装置的行为一经被发现,都有可能被收取服务费用。
detected on your floor, the fire alarm will activate. On hearing the alarm you must
leave the building and go straight to the assembly point. Do not run or stop to
collect your belongings.                                                                      救护车

Any person found to deliberately set off alarms or to tamper with fire equipment,             如果有人忽然身体不适,请及时拨打999呼叫消防车。请在公寓门口等待救护人员到来并
                                                                                              且帮忙护送伤员。
may face financial re-charges that are levied by the Fire Service.
                                                                                              以下几种情况应该呼叫救护车:

AMBULANCE                                                                                     -有人昏厥或失去意识
If someone has had a serious accident, call 999 and ask for an Ambulance. Ensure that         -有人流血不止
someone is designated to meet the ambulance at the entrance of the building and to            -有人疑似骨折
escort them to the injured person. Situations when an ambulance should be called              -有人身受重伤
include:                                                                                      -有人呼吸困难
                                                                                              -有人被严重烧伤
• If   someone is unconscious or has slipped in and out of consciousness                      -有人有严重的过敏反应
• If   someone is bleeding heavily
• If   you suspect broken bones
• If   someone has a deep wound
• If   someone has difficulty breathing                                                       英国国家医疗服务体系 111
• If   someone has severe burns
• If   someone has a severe allergic reaction                                                 NHS(英国国家医疗服务)电话24小时可用。如果您需要非紧急医疗救助可以拨打111,紧
                                                                                              急医疗救助请拨打999。您使用任何电话都可以拨通111。更多详情请参见 www.111.nhs.
NHS 111                                                                                       uk or www.nhs.uk.
The NHS 111 service is available 24 hours a day. You can call 111 when you need
medical help fast but it’s not a 999 emergency. You can call them from any phone by
dialling 111. For more details visit www.111.nhs.uk or www.nhs.uk.

FIRE ALARM TESTS                               ASSEMBLY POINT                                 火警测试                           我们的火警安全集合地点是:                      is
We test the fire alarms                        The assembly point in the event of a           我们每周进行火警测试的时                   on the pavement across the road from
every Wednesday between                        fire is on the pavement across the road                                       Reception on Milburngate.
                                               from Reception on Milburngate.
                                                                                              间是:
2pm - 3pm.
                                                                                              Wednesday between 2pm - 3pm.

                                                                                         20                                                                          21
FOR YOUR SAFETY                                                                                               YOUR FEEDBACK
                                                                                                              YOUR FEEDBACK
YOUR FRONT DOOR KEY                               INTERCOM                                                    CUSTOMER FEEDBACK
Your safety and security is of                    Anyone wanting to visit you will need
                                                                                                              We always want to hear feedback from our customers as we believe it’s the only way
utmost importance to us. You will                 to use the intercom at the main
                                                                                                              we can continue to improve our service. Our commitment to you:
be given a key card or fob which                  entrance to alert you of their
will give you access into the                     presence. You will need to go down                           • We endeavour to provide a good service at all times, however we accept
building, your shared flat and                    to the front door of the building to                           that on occasions we do not always get things right.
your own bedroom or studio.                       let your visitors into the building.
                                                                                                               • We have a positive approach to complaints and regard them as an opportunity
                                                  CCTV                                                           to receive feedback on our services.
You will also have access to the
social spaces with the same key                   The building is covered by CCTV for                          • We will strive to resolve complaints at the earliest opportunity.
card or fob.                                      your safety and peace of mind.
                                                                                                               • We will respond to all queries and complaints in a professional and courteous
KEEPING YOURSELF SAFE                                                                                            manner.
•   Always lock your door - especially late at night and when you go out.
•   Be vigilant with items such as laptops, mobile phones, game devices and other high value goods.
                                                                                                               • We will endeavour to reach a satisfactory conclusion for both parties.
•   Do not let strangers into the building.                                                                    • We will continually review the service we provide following feedback we
•   Do not let strangers tailgate (follow you) into the building. (Ask to see their key/fob if you are           receive we will make changes and improvements where necessary.
    unsure)
•   If you lose your fob or key, report to reception immediately.                                              • We will carry out an annual customer satisfaction survey via a third party
•   When you have visitors, please escort them in and out of the building.                                       provider to establish satisfaction levels among our customers.
•   Never lend others your fob as this is unique to you and will incur charges if mislaid.

GROUND FLOOR ROOMS                                                                                            COMPLAINTS PROCEDURE
If you’re in a ground floor room or easily accessible from the ground, we recommend the                       We want you to love your time living with us but there may be times when we don’t
following tips to maximise security:                                                                          always get it “right”. We take all complaints seriously and will try our best to fix any
• Keep your blinds/curtains drawn when you are out.                                                           issues first time. If you need help and advice about how to complain or about our
• Ensure windows are locked closed when you are out and on restrictors when you’re in the room                complaints procedure please refer to the FAQ’s on our website, under the Living With
• Keep valuables out of sight and out of reach from windows                                                   Fresh section and “What do I do if I am not totally satisfied?”.

CRIME STOPPERS
To report a crime anonymously (and in situations which are not an emergency)
call Crime Stoppers on 0800 555 111.

CONTENTS INSURANCE
Contents Insurance with Cover4Insurance is provided for all students. You can also download the
Download the Cover4insurance app. You can take a look at the cover that is provided for you at:

www.cover4insurance.com/insurance-products/block-halls/fresh-student-living
Your policy number is: FRES2018
It is important for you to check this cover, so please take a look on their website to ensure that you
fully understand the protection provided. You may find that you need to extend your cover to
protect all of your possessions both inside and outside of your home.
Visit the review cover link to:
• Check what is covered
• Register to be entered into the Cover4Insurance Free Prize Draw
• Chat to insurance experts through Live Web Chat
• Check how to make a claim
• Extend and personalise your cover
                                                                                                         22                                                                                              23
                                                                                                                                                                                                         23
MOVING OUT                                                                                 SUMMARY OF RECHARGES
                                                                                                Please note these prices are a guide and correct as of July 2018 and relate to 18/19 tenancy agreements.
                                                                                                Should replacement, repair or cleaning costs differ from the below, Fresh Student Living will invoice the
TENANCY LENGTH                                   CHECK OUT                                      tenant accordingly. Please do not attempt to repair the items yourself or arrange for a third party to repair on
                                                                                                your behalf as additional costs could be incurred as a result.
Your tenancy length is outlined on               You will need to book a Check Out
your Tenancy Agreement. We hope                  Inspection with the Accommodation                        Item              Full Charge      Repair Charge                     Item                 Full Charge   Repair Charge
that you don’t need, or want to                  Team. They will inspect the room             2 seater sofa                     £305                         Late payment fee                           £30
leave us before that date, but if                fixtures and fittings against the            3 seater sofa                     £400                         Light fixture                             £100           £50
your circumstances change please                 initial inventory.                           American fridge freezer           £850             £160        Lock                                      £200           £30
                                                                                              Bed frame                         £275              £45        Lock out                                   £10
speak to the Accommodation Team.
                                                                                              Bedside table                     £100                         Mattress                                  £120
                                                                                              Bedroom & en-suite clean       £45-£115                        Microwave                                  £55
TENANCY DEPOSIT SCHEME                                                                        Blinds                            £160                         Mirror                                     £45
                                                                                              Bookcase/Shelves                   £65              £25        Notice board                               £50
Your deposit will be returned (minus any re-charges) at the end of your tenancy. You
                                                                                              Breakfast bar                     £300             £100        Oven                                      £300           £130
will need to log onto the Student Portal to confirm the deposit return and enter your
                                                                                              Carpet                            £300             £100        Oven shelves                               £20
bank details. Your deposit will then be returned to you within 10 days of receiving           Ceiling                           £150              £50        Oven tray                                  £30
these details. We will refund into a UK bank account free of charge, but if we have           Closer                             £40                         Peep hole                                  £10
to refund via IBAN to an international account we will deduct the bank charges from           Coat hooks                         £15                         Pin board                                  £40
the refund.                                                                                   Coffee table                       £75                         Plug                                       £10
                                                                                              Combination microwave             £145                         Premium shower door                       £260           £25
                                                                                              Cupboard door                     £120                         Radiator                                  £115
Please note that even if you move out before this date, your deposit may not be
                                                                                              Curtains/Blinds                   £120                         Replacement Key - room/post/fob/card     £20-£45
returned until after the official end date.                                                   Desk light                         £40                         Rails in wardrobe                          £20
                                                                                              Dining chairs                      £50                         Robe hook                                   £5
                                                                                              Dining table                      £100                         Room door                                 £220           £45
MOVING ROOMS                                                                                  Door                              £250                         Room move fee                              £75
If you want to swap rooms please speak to the Accommodation Team. They will do                Door stop                          £10                         Rubbish bag removal per bag            £10 per bag
                                                                                              Door surround                      £70             £30         Shaver light                               £30
their best to accommodate any requests but please note that a £75 administration
                                                                                              Drain cover (shower)                £5                         Shelf                                      £30
fee will apply.                                                                               Drawers                            £65             £20         Shower bar (holds head)                    £45
                                                                                              Electric heater                   £115             £30         Shower head                                £25

MOVING OUT EARLY                                                                              Electrical ports/switches
                                                                                              En suite door
                                                                                                                                 £20
                                                                                                                                £120
                                                                                                                                                             Single storage cupboards
                                                                                                                                                             Sink
                                                                                                                                                                                                       £150
                                                                                                                                                                                                       £150
                                                                                                                                                                                                                      £25

If you want to move out before the end of your Tenancy Agreement you will need to             En suite Clean                 £45-£115                        Sink Plug                                  £15
find a replacement student to take over your room. As the tenant of the room you              Extractor fan                     £200                         Skirting                                   £60           £30
are responsible for the payment of the rent until another tenant is found, therefore          Extractor hood                    £115                         Soap dish                                   £5
it is advised you find a student to take over your room as soon as possible. A £75            Fire action signage                £15                         Splash back                               £120
administration charge will apply.                                                             Fire alarm                         £40                         Stool                                      £55
                                                                                              Fire blanket                       £25                         Study chair                                £80
                                                                                              Fire door                         £250                         Studio Clean                               £55
REBOOK FOR NEXT YEAR                                                                          Fire extinguisher                 £190                         Taps                                       £60
Thinking of re-booking for another year? Visit the Student Portal to secure your top          Fire sensor                        £40                         Toilet basin                               £60
choice of accommodation for another year. We give our current residents the priority          Floor                       £ as per invoice        £80        Toilet seat                                £20
to re-book their room. So get in there quick, then you can sit back and relax with the        Folding shower door               £120              £25        Towel rail                                 £25
peace of mind knowing you’ve got the best student accommodation for another year.             Fridge                            £200             £100        Tub chair                                 £175
                                                                                              Fridge/freezer                    £300             £130        TV                                        £500
                                                                                              Front door                  £ as per invoice                   TV Remote                                  £50
                                                                                              Fuse box                           £90                         Under bed storage                          £60
                                                                                              Handle                             £25                         Vinyls                                    £350
                                                                                              Headboard                         £140                         Walls                                      £60
                                                                                              Hob                               £265                         Wardrobe                                  £200
                                                                                              Intercom                          £200                         Wardrobe mirror                            £45
                                                                                              Kitchen spot lights                £60                         Window                                    £695           £120
                                                                                              Kitchen work surface              £375                         Window reveal                                             £60
                                                                                              Kitchen clean                      £95                         Work station desk                         £180            £25

                                                                                         24                                                                                                                                       25
STAY IN TOUCH
                         0191 300 8775

                         07384 253 504

                         dunholmhouse@freshstudentliving.co.uk

                         freshstudentliving.co.uk/dun-holm-house

                        DunHolmHouse

                        DunHolmHouse

                         DunHolmHouse

                         FreshStudentLiv

                                     We hope you have a great year living with us, making
                                        friends and memories that will last a lifetime.
                                    We wish you the best of luck with your academic studies.

                                                We look forward to welcoming you back
                                                           again next year!

     LEGAL DISCLAIMER
     Please note that this guide does not constitute a complete legal document. This information is designed to offer helpful advice and
     information on the important aspects of your student accommodation, but as a resident with Fresh Student Living you will be legally
26   bound to all the terms set out in your signed tenancy agreement.
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