Henry Scott Tuke House Falmouth - Residents' Guide - Sanctuary Students
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Henry Scott Tuke House Falmouth Falmouth Residents’ Guide
Welcome
Contents
Welcome 3 Hello and welcome to Falmouth!
Arrival day 4
Firstly, thank you for choosing Henry If you have any questions or concerns
Your space 6
Scott Tuke House to call home this about the residences during your stay,
Shared facilities 8 year; we want to ensure you get settled please get in touch with the on-site team.
in as quickly and easily as possible. You can do this by popping to reception
Communal living and pastoral care 12
This booklet should help as it contains or giving them a call from the phone in
Personal conduct 14 everything you need to know about living your bedroom or sending an email.
here. You will find answers to many of
Useful procedures 16
our frequently asked questions including T: 0
300 123 5050 - choose option 3 and
Keys, safety and security 18 reporting repairs, communal living advice, then option 4
personal safety information and – most E: enquiries-falmouth@sanctuary-
Fire safety 20
importantly – how to keep your new students.com
Before you leave 22 home clean and tidy.
Remember to keep this guide in a handy
place in your room and we are here to
help you and we hope your time with us
is an enjoyable one.
2 3
Arrival Arrival
Day
Day
You have now arrived and collected your keys. We try to ensure everything’s in good working order
With your keys you received a welcome pack which ready for when you move in, but unfortunately
includes maps, your new mailing address and lots things do break from time to time. If you come
of other useful information to help get you started. across any maintenance issues on your arrival,
please do not list them on your inventory as these
may take a few weeks to process. Instead pop in
Inventory and see the team on reception, give them a call or
Now you have checked in, before you start to
send an email:
unpack take some time to fill out the inventory form
and aim to have it completed and returned to our
T: 0300 123 5050
on-site team within 48 hours of arrival.
E: enquiries-.falmouth@sanctuary-housing.co.uk
Reception opening hours: 1pm-5pm, Monday
The inventory lists all the items you should find
to Friday
in your room and shared common areas. This is
your opportunity to make note of any damaged or
missing items, so it’s important you take some time
to complete this.
Note: By not completing the inventory, you may
be liable for the cost of repairing or replacing any
damaged or missing items when you leave.
4 5
Your
space
Furniture Note: Any necessary redecoration needed Heating and hot water
Your room is all set up ready to be filled with when you leave will be charged to you. Hot water is available 24 hours a day, 365
all your favourite home comforts, so please days a year. In the showers turn the dial to
do not attempt to move any furniture or Smoking make the temperate hotter. Please let us
Your
add any large items of your own. Remember Smoking is only permitted outside the know if the water temperature is too hot or
to use your inventory to check all items of building in designated areas. Please observe cold for you.
furniture are in place and in good condition. the signs to ensure you are smoking in a
If you find any items are missing or damaged, designated smoking areas and dispose of Bedrooms and communal areas are fitted
please get in touch with reception. This cigarette butts appropriately. with electric wall heaters.
applies to communal areas too.
TV licence Pets
Posters If you plan to watch live TV or BBC iPlayer on a Sorry, we do not allow pets to be kept on-site,
space
We want you to make your room feel like television, mobile phone, tablet or laptop, you except guide dogs or hearing dogs.
home, but please only use the provided pin will need a TV licence. Visit www.tvlicensing.
boards for any posters you would like to co.uk for more information.
display. Please do not use any fixings that
may damage the bedroom or communal
walls, including blue or white tack, tape, pins
or nails.
6 7
Shared
facilities
Reception Post Internet Laundry
Reception is open between 1pm-5pm, Monday Letters are delivered to your flat Wi-Fi is available throughout the
The laundry room adjoins Block A near
to Friday. The on-site team can be contacted by postbox, while parcels are delivered to building and you will also find an
the office. You can gain access using a
telephone and email. the office and a collection slip will be Ethernet connection point in your
key code which is given to you once you
put in your flat postbox to notify you. room. You can pay to upgrade your
purchase a laundry card.
T: 0
300 123 5050 - choose option 3 then Please bring this slip with you when connection speed. For IT connection
option 4 you come to the office to collect your queries contact:
If you have any problems with the
E: enquiries-.falmouth@sanctuary-housing.co.uk parcel.
Shared
laundry, please contact your on-site team.
T: 01326 213 822
Alternatively, you can call the laundry
You can also find us on Facebook. Please ensure the following details are E: servicedesk@fxplus.ac.uk
company directly using the number displayed
included when having mail sent to you - W: www.fxplus.ac.uk/study/it-student-
on the posters.
but do not add your room number: support
Outside of our reception opening hours, Glasney
Note: Your on-site team are unable to issue
Lodge at the Penryn Campus is Your name
open 24/7. You can contact them on Your flat
Storage refunds.
We cannot provide storage facilities on-
facilities
01326 253 503. Henry Scott Tuke House
site, however, if you ask at reception we Please keep the laundry room clean and tidy
Quarry Hill
can advise on local storage facilities. and remove your laundry as soon as the cycle
Falmouth
has finished so the machine is free for others
Cornwall
to use.
TR11 2EA
9
8 9
Shared
facilities Shared
Bins and recycling
Recycling facilities are available on-site.
Note: Make sure you only recycle clean,
dry, grease-free items and place in the
Bikes
Bicycles can be kept on-site in designated
areas. Please register your bike in reception.
Do not keep bikes in your flat or anywhere
they may block stairwells or emergency exits.
Local transport
Bus stops are located around the nearby
Moor area.
Top tip: Remember to provide your ID
facilities
appropriate containers. Please use a lock to secure your bike. when purchasing travel tickets for a
discount towards your travel.
You are responsible for emptying waste from Top tip: Register your bike with the police by
the bins in your bedroom and kitchen into the visiting www.bikeregister.com/
bin store, located beside Block J and in front
Vending machines
Unfortunately we do not have any vending
Block B.
Parking machines available on the accommodation
We do not have any parking available on- site.
Rubbish is collected on Tuesdays, except for
site.
public holidays.
Please do not flush any items other than toilet
paper down the toilet. Please wrap up razors,
condoms and sanitary items and place them
in the bin.
10 11
Communal
Living and food items. Remember to ask permission For police non-emergencies, please call switching off lights when you aren’t using
Pastoral Care before you borrow anything and check with
your flatmates before throwing their food
101 and for medical non-emergencies
please call 111.
them, using low temperatures on the
washing machine and not leaving taps
away. Try to avoid buying large quantities of running – these can make all the difference
By following these simple codes of conduct • L etting doors slam when entering or food in one go to make sure everyone has Information for students with in being environmentally friendly. Make the
you are sure to avoid tension with your leaving enough storage space. disabilities most of our recycling facilities too and ask
flatmates and will also help make your time • T alking, shouting or laughing loudly, Please come and talk to us about your at reception for more information on how
with us enjoyable. especially in corridors and communal Looking after yourself needs and requirements such as needing a to reduce your carbon footprint. Please let
areas Register with a doctor (GP) as soon as you personal evacuation plan. us know if you want to get involved with
Respect • L oud music especially with the bass can. For details of local practices visit www. any projects or be an energy champion.
Always treat others as you would like to turned up nhs.uk/service-search/GP/locationsearch/4. Culture shock
be treated. Be respectful of each other’s • A ny parties For minor illnesses you can visit any Leaving home can be stressful, but many Support and advice
differences and lifestyles and talk about • Any loud noise during quiet hours (11pm- local pharmacist. Please ask at reception people will feel the same – talk to them Find out about your Student Union support
any problems openly. Be considerate 8am Sunday to Thursday and midnight- for details of the nearest hospital. Our about how they feel. Try to meet new services or visit www.nightline.ac.uk for
of each other’s living space and let your 9am, Friday to Saturday) team are on hand to provide confidential people on your course or in your flat and confidential advice and support.
Communal
flatmates know if you are having guests support and advice on topics including find out about different social activities
over. Of course we want you to go out and have mobility needs, homesickness, issues with at Freshers’ Fairs or the Student Union Drug or alcohol concerns? Visit www.
fun, but remember noise can be really your flatmates and financial worries. If we website. Keep in contact with people talktofrank.com – do not assume you (or
Living and If you are having problems, please irritating for someone trying to sleep or can’t help, we will know someone who can. you are familiar with, have familiar things your friends) know all the facts.
contact us. study. around you and either talk to us or look
Emergencies and first aid If something is troubling you and you need
Pastoral
in to University support services if you are
Noise Food In a medical emergency call 999 struggling. The UKCISA website has more someone to talk to The Samaritans have a
Please be mindful of those who are trying Food theft can have a damaging effect on immediately providing the full postal information on this. phone helpline, visit www.samaritans.org
Care
to sleep and study and try to avoid doing relationships within your flat. In the few address. Please notify reception so the for more information.
the following: days following your arrival, agree between emergency services can be directed to the Environmental care
yourselves if you will have any communal correct room. Please help us save energy and water by
12 13
Personal
Conduct
We want to ensure all our residents live in
pleasant, safe and secure surroundings.
Please refer to your occupancy agreement for
more information.
receive a minimum of 24 hours notice unless
concerns have been raised about your flat. If
Think about vacuuming, taking the bins out
and wiping surfaces.
Personal
Conduct
the level of cleanliness is unacceptable, we will
We want all our residents to enjoy their time If you’re aware of any misconduct please instruct agency cleaners to clean your flat and You will find a vacuum cleaner, dustpan and
here with us, so check out our occupancy report this to the on-site team or security. You you and your flatmates will be responsible for brush and a mop and bucket in your flat.
agreement where you will find terms and can also contact the police as a last resort. covering the cost. Remember to replace the vacuum bag once
conditions which should help. Remember full and keep these items stored in your
to be respectful when interacting with fellow We reserve the right to confiscate any Where accidental spillages occur and are kitchen.
residents and staff. items that are not permitted or we deem reported straight away, we will help with Kitchen cleaning tips
hazardous. Any confiscated property will be the cleaning free of charge. Please report Please also keep outdoor areas clean and tidy
If your behaviour is deemed unacceptable, logged, stored safely and returned on your any blocked drains to reception once you and take any rubbish with you. • W ipe the hob after each use and clean • W
ipe the worktop after each use and
you may jeopardise your occupancy departure from the residence. have turned off the top and mopped up any with hob cleaner weekly clean with hot soapy water weekly
agreement. spillage. • Use soapy water to clean kitchen wall • D
on’t leave rubbish lying around,
Cleaning tiles, then wipe down empty the bin regularly and use a bin
It’s important you’re aware of behaviour You are responsible for keeping your flat Note: You may be charged for damages • Cover food before microwaving and bag
that breaches your occupancy agreement. It clean and tidy, this includes your bedroom, caused by unreported spillages. wipe inside and outside regularly • C
lean up any spillages straight away to
includes but is not limited to: bathroom and kitchen. Please ensure you • Cook food in a dish or tray and clean avoid stains
take responsibility for your own washing up Top tip: Draw up a cleaning rota early on so the bottom of the oven and grill pan • R
eport any blocked drains to reception
• Illegal drug use and put things away. everyone knows their responsibilities and regularly • T
o avoid infestation from rodents or
• Alcohol related misconduct your flat remains a pleasant and hygienic • Throw away gone off food and wipe insects, keep your flat clean and tidy
• Smoking inside or undesignated areas Once a term we will inspect your bedroom, place to be. doors and shelves with a cloth – keep and contact reception immediately if
• Threatening or abusive behaviour kitchen and bathroom facilities. You will the fridge/freezer dial on the middle an infestation occurs
number to avoid ice build up
14 15
Useful
procedures
Reporting repairs Moving rooms family over. It’s important you sign any Please get in touch to ask for a copy.
We ask that you take responsibility for We are unable to move you to a different visitors in at reception when they arrive.
reporting any repairs or breakages that you room in the first two weeks. After this time, Guests must leave site no later than the Confidentiality and privacy
start of quiet hours unless they are staying
come across. Any emergency or health and we are only able to do so if there is a room
overnight. Guests can stay for up to three
statements
safety issues should be reported to reception available and at the discretion of the Halls Here at Sanctuary Students, we take your
immediately. Team. You can email them with any amends. consecutive nights in a seven day period.
data privacy seriously. We gather your data
Lending of rooms (subletting) or keys is strictly
when you fill in a form on our website, send
Our on-site estates team look after the day- E: hallsteam@fxplus.ac.uk prohibited. You are responsible for all guests
us an email, give us a call or live in one of our
to-day repairs and our trusted contractors and must accompany them at all times while
student properties to make sure we give you
cover major repairs. Please ask at reception Damages on-site. Under-18s must not stay overnight.
the best possible experience.
for repair timescales, but please be patient as Please note any damages caused by misuse
things may take time. We may visit you after will be charged to the students responsible. Complaints
Our privacy statements explain why we collect
your repair to assess the quality of the repair. Damage to communal areas will be split We always do our best to provide an
your data, what we do with it, how we store
between you and your flatmates (or all outstanding service, however we do recognise
and share it.
Paying your rent students living on a floor or in a block where that sometimes things can go wrong. Please
Please refer to your License Agreement or appropriate) unless the person responsible contact reception and we will try to reach a
We collect different sets of data at different
contact the Finance Office with any rent comes forward. Please ask for indicative solution. If this doesn’t work, we have a formal
stages of your relationship with us, meaning
queries on 01326 259 361. Posters and prices, you won’t be charged for damages complaints procedure that you can follow.
we have a privacy statement for each stage.
emails will act as a reminder to help you avoid resulting in fair wear and tear. Read our privacy statements to find out more
late charges. Please contact reception with Equality and diversity
at www.sanctuary-students.com/
any financial concerns as soon as you can. Visitors and guests We promote equality, diversity and human
Please feel free to bring your friends and rights through our Fairness for All policy.
16 17
Keys, Safety
and Security
Keys with window restrictors and use the safety provider carefully. Many of your personal Absences Electrical safety When using electronic equipment:
You have been issued with an entry fob, catch where available. possessions will be covered in certain If you are going to be away for more than one Don’t put yourself or your flatmates at 1) Always follows the manufacturer’s
please keep this with you at all times to get circumstances such as theft, but others may week, please let your flatmates know and sign risk and ensure your electrical equipment instructions
in the building. You also have a set of keys Sanctuary Students cannot be responsible for only be covered up to a certain value so check out at reception. is safe to use. You will be responsible 2) Don’t overload electrical sockets
to access your flat, your room and your the loss, damage or theft of your possessions. and upgrade your policy where needed. for accidents resulting from faulty 3) Don’t use makeshift wiring – if it’s
postbox. If you lose your keys or fob please If you have a laptop or other expensive, Alternatively you can take out your own Accidents equipment or equipment that falls short faulty, replace it
contact reception straight away so we can portable equipment, make sure it is kept insurance with a provider of your choice. If you have an accident on-site or notice of European or British safety standards. 4) Do not leave switched on electrical
replace them for you, there is a charge to hidden and secure. Money and valuables anything dangerous or unsafe, please let us items unattended
cover the replacement and change of locks if should never be left unattended in public Personal safety know straight away. Check for visible signs of damage before 5) Disconnect equipment not being used
required. areas. Be mindful at all times. Plan your journeys using electronic equipment, if in doubt do 6) Switch off and disconnect faulty
in advance and let your friends know where not use it and use a label to inform others equipment immediately
Look after your keys and never attach your Top tip: Name your belongings so they can you’re going. Avoid poorly lit and remote not to use it either. Inform the owner 7) Don’t run cables under carpet or rugs
address to them. If a member of staff sees a be identified by the police if they are lost or areas at night and keep valuables hidden. or contact reception if it’s equipment and don’t put flammable materials on
door unlocked, they will lock it. stolen. Program any security numbers or emergency supplied by us. or near electrical equipment
contacts into your phone so you have them
Security If you see anything suspicious, please report with you at all times. Bar extensions with more than four We reserve the right to confiscate non-
Don’t let anyone through the doors or it to reception. We have 24 hour CCTV sockets will be confiscated due to the permitted items or anything deemed
allow someone to follow you in who you monitoring systems in place. Top tip: Have a written copy too in case your possibility of overloading the circuit. hazardous which can be collected upon
don’t know, please do not lend your keys to phone gets stolen. your departure from the residence.
anyone. Always lock doors and windows when Insurance
you go out and at night. Please do not tamper Please read the policy of our insurance
18 19Fire
Safety
Fire safety Fire drills 5) D
o not attempt to re-enter the building Avoid false alarms!
Your building, flat and bedroom are protected by a fire and smoke alarm Fire alarms are tested every Thursday, you until a fire officer or member of our To avoid unnecessary fire service call outs
system; however you must observe the following guidelines to reduce the can find out more in your weekly updates. team say it is safe to do so and evacuations:
risk of fires happening. Fire drills are a legal requirement and are
held at least twice a year. On hearing the Safety equipment • D
on’t tamper with detectors – this may
1) N
ever burn candles, oil burners, tea lights, joss sticks or anything with alarm you must evacuate the building Fire fighting equipment exists for safety. activate the alarm
a naked flame or exposed heat source – these are dangerous and immediately. Familiarise yourself with the Misusing fire-fighting equipment will • E
nsure the ventilation fan is running and
banned from the accommodation fire action notices, evacuation routes and seriously jeopardise your occupancy the bathroom door is closed during and
2) D
o not cover your room heater at any time assembly point. agreement as well as the lives of you and immediately after showering
3) D
on’t leave cooking unattended and switch off appliances your neighbours. Penalties against you or • U
se a steam iron, aerosols, hair dryers
after use On discovering a fire: you and your flatmates may be incurred and straighteners away from detector
4) Don’t cook using dirty grill pans or hob 1) Sound the alarm if safety equipment is interfered with and heads
5) D
on’t put anything metallic in the microwave 2) Get out of the building may lead to criminal prosecution. • W
hen cooking ensure extractor fans
6) T
ake extra care when cooking after a night out 3) Call the fire brigade on 999 are running, windows are open and the
7) Don’t prop fire doors open 4) Let a member of our team know If you find any fire-fighting equipment kitchen door is closed
8) N
o portable or personal heaters allowed – including electric blankets missing or damaged, please let reception • R
eport any broken ventilation or
9) C
hip pans, deep fat fryers, barbecues, gas appliances and plug in air On hearing the alarm: know so it can be replaced or repaired. extractor fans immediately
fresheners are a fire hazard and banned from the accommodation 1) Get out of the building
10)Electronic cooking equipment is not allowed in your bedroom, 2) Close doors behind you If your smoke, heat or carbon monoxide
including kettles and toasters. 3) Don’t rush or push detectors start to beep, tell a member of
4) M
eet at the assembly point (identified our team immediately. Do not tamper with
Note: Any banned or unsafe items may be removed without warning. on the notice on your bedroom door) or cover detectors – they could save your
life.
20 21Before You
Leave
Moving out
When it is time to move out or if Don’t forget to pass on your new
you would like to move out early, address to your contacts as we
please speak to the Halls Team are unable to forward mail. After
with any queries you have before your departure, we will return any
you leave by emailing hallsteam@ items addressed to you to the
fxplus.ac.uk. sender.
Before you leave us please: Henry Scott Tuke House is
•R emove all personal goods and covered by the National Code
furniture (we may charge for of Standards for Larger Student
anything left behind) Halls administered by the ANUK.
• Clean
your room, en-suite, This provides you with the
kitchen and corridor and empty assurance that the management,
all rubbish safety and security of your home
• Close all windows meets a defined set of minimum
• Lock your bedroom door standards which are inspected
•R eturn all keys and fobs in regularly. You can find more
person to reception details about the code at www.
•You should refer to your nationalcode.org.
contract for details of your
contractual obligations.
22 23Address: Quarry Hill, Falmouth TR11 2EA
Visit: www.sanctuary-students.com
Call: 0300 123 5050
Email: martin.murphy@sanctuary-students.com
Our offices are open: Monday - Friday,1pm-5pm
SanctuaryStudentsUK
Sanctuary Students is a trading name used by Sanctuary Student Homes Limited and Sanctuary Management Services Limited
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