RESIDENTS' GUIDE INCORPORATING THE CONDITIONS OF RESIDENCE 2020-2021 - THIS IS MYSURREY - UNIVERSITY OF SURREY
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Residents’
guide
Incorporating the
conditions of residence
2020-2021
This is MySurrey.
Contents
Welcome 3 Customer charter 4-6 Policies 23-24
Accommodation for 23 Application procedure 24
students with disabilities Complaints 24
Management 7-11 Allocation policy 23 Contractual relationship 24
Accommodation Services 7 IT Services 9
Reception 7 Peer Supporters 10
Maintenance 7 Wardens 10 Paying for your room 25
Cleaning 8 Wellbeing 10
Housing associations 8 University of Surrey Lettings 10
Security 8 Other support services 11
Finance 9 Conditions of residence 26-38
Abandoned property 26 Misconduct 31
Access to your accommodation 26 Noise 31
A-Z information 12-18 Advanced rent payment 26 Parking 32
Arrival 26 Pets 32
Broadband (ResNet) 12 Litter clearance 14 BBQs 27 Posters 32
Bus passes 12 Locks and keys 14 Bicycles 27 Privacy 32
CCTV 12 Personal belongings 15 Business use 27 Rent 33
Childcare 12 Postal and parcel services 15-16 Cleaning 27 Room changes and swaps 33
Energy efficiency 12 Refuse collection and recycling 16 Council Tax 27 Security of rooms and property 34
Heating 13 Religious texts 16 Damage 27-28 Single sex flats and floors 34
Insurance 13 Repairs 17 Departure and giving notice 28 Smoking 34
Kitchen equipment 13 Smoking 18 Drug misuse 29 Social gatherings 34
Laundry facilities 14 Snow and ice clearance 18 Electoral registration 29 Sub-letting of rooms 34
Linen and bedding 14 Electrical appliances 29 Summer vacation residence 35
Furniture 29 Television 35
Guests 30 University of Surrey Lettings 36-38
Health and safety 30 additional accommodation
Sustainability 18 Inventory 30 regulations
Keys, locks and lockouts 30
Security, health and safety 19-22
Emergencies 19 Gas safety 21
Useful contacts 39-40
Electrical safety 20 Report + Support 21
Fire safety 20-21 General health and safety 22
Welcome to
your new home
Staying in university accommodation is All our accommodation is managed
a great start to your life at Surrey. You’ll in accordance with the UUK Code
For more information on the UUK Code
be living with students from different of Practice for the management of
of Practice, visit: thesac.org.uk
backgrounds and from different parts student housing.
of the world, studying different courses
We hope you have an enjoyable stay
and with different interests. It’s a great
in your accommodation and we look
opportunity to make new friends,
forward to meeting you.
expand your horizons and create For information on how we’re managing
unforgettable memories. Covid-19 safety, teaching and student
support, visit: surrey.ac.uk/coronavirus
During your time here, you’ll be supported
by a full team of professionals from across
the University. Please inform us of any
issues you may have, so we can work with
you to overcome them quickly and easily.
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Accommodation Services
Customer charter
The Accommodation Services team are What you should expect from us:
here to help you and offer advice on all As a Surrey student, you can expect In providing our services, we value:
residential accommodation matters. We Accommodation Services to: • Meeting the needs of our community
are committed to ensuring you receive
• Provide a confidential, friendly and • The diversity and individuality
an excellent level of service and to
efficient service of people
responding positively to your feedback.
• Offer accurate and up-to-date • The professionalism of our staff
Vision information on our website, at our • Effective communication, including
Stag Hill and Manor Park receptions, your feedback on our services
Our vision is to ensure you’re
and in all of our correspondence • Our approachability.
accommodated in safe, secure
premises across a range of budgets. • Allocate accommodation in accordance
with the current Accommodation
We aim to: Allocation Policy
• Provide a friendly and approachable • Assist with resolving any issues
service, actively listening and working you have involving your university
with you to create a service based on accommodation
mutual respect and understanding • Provide support and guidance
• Apply the University’s Accommodation if you encounter problems with
Allocation Policy fairly and consistently accommodation in the private sector
• Work with all the appropriate university • Signpost other services which may
departments to promote a positive be of use to you during your stay in
living environment. university accommodation.
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Accommodation Services
Customer charter
A comfortable room A clean place to live Excellent transport options
All rooms have either carpet or vinyl We’ll clean all communal areas at least We’re partnered with Nextbike UK,
flooring with a bed, desk, chair, shelves, once a week. We also provide you with providing a network of 50 bikes and
wardrobe and curtains. Most standard a vacuum cleaner, mop, bucket, dustpan eight docking stations across Stag Hill
rooms also have a wash basin. En suite and brush to use between cleans. and Manor Park, helping you get
rooms have their own toilet, shower and between campuses quicker.
wash basin. All rooms benefit from our free A prompt maintenance and repair service
Our Nextbike scheme offers:
Residents Network (ResNet) service which We’ll deal with maintenance issues
provides fast and efficient broadband promptly and efficiently. Every job will • Access to affordable bikes to hire
internet access. be allocated a status according to its or purchase
severity. All maintenance requests • Discounted membership for you
A well-equipped cooking area need to be reported online at: as a Surrey student
surrey.ac.uk/reportrepair. • Designated cycle routes between
In your cooking area, you’ll have a cooker,
fridge, freezer, microwave, kettle, toaster, In the event of an emergency, university sites.
sink, storage space, iron and ironing please call our facilities helpdesk For more information, visit:
board, and table and chairs. on: +44 (0)1483 689230. transport.surrey.ac.uk/cycle
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Accommodation Services Customer charter How you can help To help us provide the best possible service, we ask that you: • Inform us of any issues you’re encountering as soon as possible • Contact us first by email or visit the MySurrey Hive • Quote your student or staff number in all correspondence with us • Give as much information as possible regarding your situation and requirements • Read and understand your responsibilities under the conditions of residence in this guide • Update us with any changes in your status that may affect your accommodation needs or requirements • Be respectful of your fellow residents. PREVIOUS PAGE HOME NEXT PAGE 6
Management
Here to help
Your accommodation is managed Accommodation Services has day-to-day • For ResNet support from a ResNet
by a university-wide team to ensure responsibility for: adviser you will need to complete
you receive a professional service • Receiving all accommodation a ResNet Form online at:
in all areas of your accommodation applications, the allocation of rooms surrey.ac.uk/form/resnet-support-form
experience. and room transfers or alternatively call
• Invoicing you for your accommodation +44 (0)1483 689898 to complete
Accommodation Services a form over the phone.
Accommodation Services takes overall Reception
Please see the back of this guide for
responsibility for your accommodation, Receptions are located on our Stag Hill contact details and opening times.
so if you’re unsure of who to talk to and Manor Park campuses. This is where
or have feedback relating to your you can: Maintenance
experience of staying with us, please • Make general enquiries in relation Maintenance is carried out by university
get in contact. to your accommodation staff or approved contractors used to
accommodation@surrey.ac.uk • At Manor Park, collect all post working in our courts of residence.
and parcels Requests for repairs should be made
• Report any issues relating to online (see page 17 for further details).
your cleaning service through: If you have an emergency situation
surrey.ac.uk/reportrepair (i.e. flood, no power) call our Facilities
Helpdesk on: +44 (0)1483 689230.
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Management
Here to help
Cleaning Security
Cleaning is carried out in communal areas There are Security staff on duty 24 hours a If you have an emergency, contact
including stairwells, corridors, shared day who regularly patrol all of our campuses. the team by phoning:
bathrooms and shared kitchens. The +44 (0)1483 683333
You can contact them on:
cleaning schedule will be displayed in the
+44 (0)1483 682002. This will connect you to the security
kitchen and the service doesn’t include
washing up personal cookware. Any Our Security team’s main responsibility is to control which is available 24 hours a
queries relating to this service should be ensure the safety and security of students, day. Please remember that this line is
made to the Housekeeping team at: staff and buildings, with regular patrols for emergencies only.
houseresi@surrey.ac.uk. carried out both day and night. If you need Non-urgent calls to the 24-hour
help at any time, you can contact the team Security team should be made to:
Housing associations by calling the telephone numbers detailed +44 (0)1483 682002
Some of our buildings are managed by on this page. Out of normal opening hours,
a housing association instead of an in- our Security team also deal with urgent
house team. Bellerby Court is cleaned requests for maintenance and will help you
and maintained by A2 Dominion and with other enquiries you may have.
International House and Millennium
House are managed by the Metropolitan
Thames Valley Housing Association. If
you’d like to find out more, please contact
Accommodation Services.
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Management
Here to help
Finance
The Student Finance team are responsible “I lived in halls in my first year. I’ve
for the collection of your rent. They also always loved meeting new people,
provide guidance should you experience and it was incredible to get to know
difficulty in making payments. and live with people from all walks of
life, with different stories, experiences
They can be contacted by email:
and aspirations. I became more
student-receivables@surrey.ac.uk
independent, self-reliant and made
or by visiting the MySurrey Hive.
friends for life; I wish I could go back
and do it all again!”
IT Services
The IT Services team manage the Dan Letch,
broadband (ResNet) service within your BVMSCi Veterinary Medicine
accommodation. Broadband support is and Science
provided by ResNet advisers who can be
contacted through an online form:
surrey.ac.uk/form/resnet-support-form.
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Management
Here to help
Peer Supporters Wardens Wellbeing
Peer Supporters are experienced students Wardens are members of staff who live To help you throughout your time at
who can help you settle in, make friends, permanently in university accommodation university, a range of support services
and act as an approachable and accessible to help support the residential community. are available. Full details can be found at:
wellbeing presence throughout your first They’re here to help you get the most out my.surrey.ac.uk
of your student life at Surrey, and are good
year in university accommodation. They Our wardens and peer support team
point of contact if you need some help or
can answer any questions you may have are an important part of the residential
advice about any aspect of your residence.
about student life and provide you with support available.
Wardens also ensure all residents maintain
helpful information.
reasonable behaviour.
University of Surrey Lettings
You’ll find details of who your Peer For non-urgent issues, you can arrange to University of Surrey Lettings (USL) is a
Supporter is and how to contact them meet your Warden by email (contact details not-for-profit lettings agency which provides
on the poster in your kitchen. You can are on the back of this guide). For any comprehensive advice and support to
also find out more and request a visit by urgent matters, please contact Security. students renting off campus. The USL
contacting the peer support team at: partnership includes the Students’ Union
Further details can be found online at:
surrey.ac.uk/peersupport. and Student Experience Directorate. More
accommodation.surrey.ac.uk/living-halls-
Contact details can be found at the back information on the USL-managed conditions
residence/welfare-and-support
of residence can be found online at:
of this guide.
accommodation.surrey.ac.uk/usl
PREVIOUS PAGE HOME NEXT PAGE 10Management
Here to help
MySurrey Hive Chaplaincy
MySurrey Hive provides access to immediate The University is a multi-faith and
support, advice on student life related multicultural community. The Chaplaincy,
queries and somewhere to meet friends for located in the Roundhouse, provides
informal study and to socialise. It is a central support on aspects of life relating to
location for all queries related to your student faith and belief.
life including:
• Finance
• Accommodation
• Careers and employability “Campus has everything you need
• Transport including a post office, a mini
• Visa enquiries. supermarket and a bank. It’s also
MySurrey Hive is located at the centre of great to be so close to the town
Stag Hill campus, next to the Lecture Theatre and train station, both only
Block. We are staffed Monday to Friday, from a 15-minute walk away.”
8:30am to 9pm for you to come and talk to Billie James,
about any issues you may be experiencing. BSc Psychology
Centre for Wellbeing
Located in University Court, the Centre for
Wellbeing provides information and advice on
all issues affecting your health and wellbeing.
PREVIOUS PAGE HOME NEXT PAGE 11A-Z information
B
Broadband (ResNet) Bus passes Childcare
ResNet provides fast and convenient All residents can purchase a discounted The University offers professionally-run
internet access direct to your university student travel card. A charge of £20 will childcare facilities at Bright Horizons Day
accommodation, 24 hours a day. be made to replace lost or damaged bus Nursery, located at Manor Park.
passes. Further details can be found at:
To connect, complete your online course For more information, visit:
transport.surrey.ac.uk/bus
registration at: sits.surrey.ac.uk. brighthorizons.co.uk/our-nurseries/
guildford-day-nursery-and-preschool
Once the course registration has been C
completed, you’ll be able to connect to E
the internet. CCTV
CCTV is installed in some areas of the Energy efficiency
All bedrooms have free broadband access. residences for your security and safety.
This service is subject to an Acceptable The University is committed to supporting
This is carefully managed by our Security
Use Policy, which can be viewed at: energy efficiency and environmental issues.
team to ensure the safety of residents.
accommodation.surrey.ac.uk/resnet Please be responsible in your consumption
of energy and water by switching off lights
If you have any problems with this service and electrical appliances and turning off
please complete the ResNet support form: taps and showers after use.
surrey.ac.uk/form/resnet-support-form
PREVIOUS PAGE HOME NEXT PAGE 12The use of your own portable radiators or
H K
cooling systems is prohibited. These can
Heating cause the building heating systems to not Kitchen equipment
function correctly and they also represent
Controls for heating and hot water are A fridge, freezer or fridge-freezer (shelf
a general health and safety risk. If you feel
automatic. It is the University’s policy not space divided between residents), electric
that your room is too hot or too cold, please
to heat rooms beyond 22°C. You will be kettle, cooker, microwave, toaster, iron
report this to the Facilities Helpdesk using
able to make some adjustments to the and ironing board are provided in each
the contact details on page 39.
temperature in your room depending on communal kitchen, but you must provide
the building you are in. The thermostat (wall your own cooking utensils, crockery and
I
mounted or radiator valve) for each radiator cutlery. Please note the regulations for
can be used to control heat. Some valves Insurance personal cooking equipment on page 21.
require a coin to turn the valve towards
The University accepts no liability for All cooking appliances (cookers, hobs,
the thick blue line to cool and towards the
any loss of, or damage to, your personal microwave ovens, toasters and kettles)
thinner blue line for more heat.
belongings. However, contents insurance are electric. Some cookers are fitted with
In most buildings, heating is switched is included in your rent. Your belongings a stove guard device, to ensure safe
off overnight from approximately 2am will be covered by a block insurance policy cooking methods. Information is displayed
to 6am to provide a more comfortable provided by Cover4Insurance. This provides in kitchens.
temperature for sleeping. In older buildings limited cover for loss or damage to your
the heating remains on overnight at a lower belongings if you have taken reasonable Please do not leave your cooking
temperature to achieve the same result. steps to keep them secure. You are advised unattended at any time and ensure that
Heating is operated when the external to check the policy to ensure that the cover you switch everything off when you have
daytime temperature is below 16°C. In older provided is adequate for your needs: finished. When you clean the cooker or hob,
buildings, this temperature may be higher cover4insurance.com/insurance-products/ always ensure you turn off the electrical
in order to achieve the same result. block-halls/surrey-university supply by using the nearby red switch.
PREVIOUS PAGE HOME NEXT PAGE 13L
Laundry facilities top-up card system or contactless payment Litter clearance
Self-service laundrettes for residents (for WashCo). Card dispensers are located The paths, steps and grounds around the
are provided at: on the ground floor of the library (outside residences are routinely swept and litter
Simply Fresh), at Manor Park Reception is removed. Residents are expected to
Stag Hill
and at Hamilton Drive, Hazel Farm. behave responsibly and avoid dropping
• AA Building (ground floor) To set up the mobile app visit: litter including bottles, cans and food
• Cathedral Court circuit.co.uk/mobile-app waste, as this will encourage vermin.
Hazel Farm Instructions for use of the laundrette are
Locks and keys
• Hamilton Drive displayed at each location. Breakdowns or
faults can be reported directly to Circuit On arrival, you will be given a key or
• Hamilton Place
on +44 (0)8000 924068 and WashCo on keycard to the door of your floor or flat
Manor Park +44 (0)8000 546546. For more information and for your bedroom. For your security
• Bellerby Court (Wealden House - please visit: circuit.co.uk or washco.co.uk and safety, always lock the door of your
managed by A2 Dominion Housing) bedroom when you go out. You should
Linen and bedding also ensure your floor or flat’s front door is
• Block C Alexander Fleming Road
locked to keep your home secure. Your key
• Block E James Black Road Bedding (duvet and pillows), bed linen and
must never be given out to anyone. Some
• Block R Daphne Jackson Road towels are not provided. You can either:
bedroom doors lock automatically as soon
Laundrettes are operated by Circuit • Bring your own duvet, duvet cover, as they are closed, it is therefore advised
Laundrette and WashCo and overseen pillows, pillowcases and sheets with you you carry your keys on you at all times.
by the University. The only exception (approximately 190cm by 90cm for all
If you need a replacement key, card or
is Bellerby Court which is overseen by single rooms)
security fob, you can buy one for £20
A2 Dominion. A wash service costs • Buy a bedding pack from the University
from Stag Hill Reception Senate House
£2.30 to £3.20 and to dry an average prior to your arrival (which includes all the
or Manor Park Reception. During out of
load, the cost is around £1.30 to £1.50. items listed above which are delivered to office hours, 24-hour Security support is
your room before you move in). available from both Stag Hill and Manor
You will need your campus card to
access the laundrettes. Machines Packs can be purchased at: Park receptions. Call points are available
are operated either by a mobile app, store.surrey.ac.uk at the main entrance of both receptions.
PREVIOUS PAGE HOME NEXT PAGE 14P
Personal belongings Letters are sorted into pigeon holes, Mail and parcels are delivered directly to
Residents are reminded that other people’s which can be collected at Battersea Court Manor Park Reception. You will be able to
belongings (including food and kitchen post area between 8:30am and 3:30pm collect your parcel from there approximately
utensils) must only be used or borrowed Monday to Friday, and 10am to 2pm on two hours after you have received your
with prior permission. Saturdays. If you intend to receive letters delivery confirmation email from your courier.
with valuables, we strongly advise that
Letters are sorted into the pigeon holes at
Postal and parcel services you arrange a recorded delivery.
Reception, which you are advised to check
The University receives a high volume Parcels go to the Central Distribution regularly. If you intend to receive letters with
of mail and each of our sites processes building. You will be able to collect your valuables, we strongly advise that you arrange
it differently. parcel from there approximately two hours a recorded delivery.
after you have received your delivery
Stag Hill campus confirmation email from your courier. Bellerby Court and Hazel Farm
All mail should be addressed with your For Bellerby Court, all mail should have your
You will need to provide your student
full name, room number, flat number, full name, room and flat number, house name,
ID card to collect any parcels. For more
house name, court name and the relevant as well as the street address, Bellerby Court,
information please visit Central Distribution
post code: Guildford, GU2 7XR.
– their contact details can be found on
• Battersea Court GU2 7JQ page 39. For Hazel Farm, all mail should be addressed with
• Cathedral Court GU2 7JH your full name, room and house number, road
accommodation.surrey.ac.uk/post
• International GU2 7JL name and the relevant postcode for your road:
• Millennium House GU2 7JN Manor Park • Hamilton Drive GU2 9PL
• Stag Hill Court GU2 7JG • Hamilton Place GU2 9GX
All mail should have your full name, room
• Surrey Court GU2 7JW and flat number, as well as the street • Hamilton Close GU2 9GU
• Twyford Court GU2 7JP address, Manor Park Student Village, • Oregano Way GU2 9YT
• University Court GU2 7JN Guildford, GU2 7YW. All mail items are delivered directly to houses.
PREVIOUS PAGE HOME NEXT PAGE 15P R
General post Refuse collection and recycling Religious texts
Please do not use the University In your kitchen you will find three different In a number of our rooms you’ll find a
postcode (GU2 7XH) for personal mail. bins which are designated for food waste, bible gifted by Gideons International.
Please note that we’re not able to accept glass waste and everything else (general If you do not have a copy and would
delivery of perishable goods (such as waste and recycling). Bins will be collected like one, please contact the Chaplaincy:
fruit or vegetables). daily, Monday to Friday. During weekends or chaplaincy@surrey.ac.uk
university closure dates, you are responsible
No mail or parcels are delivered to the If you would like to return your copy
for taking waste to the disposal sites located
University on weekends, public holidays please hand it in at your Manor Park
outside residences.
and university closure days. On these days Reception or Stag Hill Reception.
you can arrange to collect or return goods If you live in a self-contained flat, studio or
using our Amazon lockers. These are self- family flat, you are responsible for disposing If you wish to discuss any religious matters
service kiosks available 24 hours which of all waste in the disposal sites outside or are interested in reading other religious
can be found outside the Students’ Union residences. Please ensure all rubbish is texts, you can find out more from our
(Piper), Teaching Block (Class), inside the disposed of within the wheelie bins, and Chaplaincy team:
Austin Pearce Building (Quek), as well as not left on the floor of the bin store. Please campus.surrey.ac.uk/faith-and-spirituality
Manor Park (Clark) and Hazel Farm (Clown). note that general waste and recycling is
There is also a Post Office located on collected in the same bin because they are
the ground floor of the Library within the segregated off-site to ensure all recyclable
Simply Fresh shop. items are recycled.
For more details, please visit:
campus.surrey.ac.uk/post-and-deliveries
PREVIOUS PAGE HOME NEXT PAGE 16R TYPE REPORTING RESPONSE
OF FAULT METHOD CLASSIFICATION
Repairs EMERGENCY Notify the Facilities Helpdesk We will provide an
Faults must be reported as outlined in the Matters giving rise to an immediate on: +44 (0)1483 689230. initial response within
risk to health and safety, building one hour* during the
table opposite. This line is monitored 24/7.
integrity or an unacceptable hours of 8am to 4pm,
In the event of lift entrapment, Monday to Friday.
If you report a fault in your accommodation, security risk
please use the alarm phone
e.g. gas leak, flood, dangerous located in the lift. Outside these hours
you give permission for service support staff electrical equipment, lift entrapment, we will provide an initial
or contractors to enter to rectify the fault access system failure. response with two hours.*
and you do not need to be present when
they attend. URGENT Notify the Facilities Helpdesk We will respond
Matters that prevent students, staff on: +44 (0)1483 689230. within a maximum
or the University from conducting period of 24 hours to
As shown in the table on the opposite This line is monitored 24/7.
core operational activity fix and implement a
page, our maintenance team prioritise work temporary solution.
e.g. loss of utilities, including cooker,
depending on the type of fault. We always fridge, water and heating. A permanent fix may
aim to resolve faults as quickly as we can. take longer.*
If you would like an update on the status of ESSENTIAL Log online at: We aim to respond
your request, please contact our Facilities Routine matters that affect surrey.ac.uk/reportrepair within one week to
proper working use of facilities fix and implement a
Helpdesk: efcshelpdesk@surrey.ac.uk (connect to the eduroam
temporary solution.
e.g. faulty showers, taps, toilets, wireless network first)
lighting, fixtures and fittings. A permanent fix may
We endeavour to carry out planned
take longer.*
inspections and maintenance of buildings
in order to minimise inconvenience to ROUTINE Log online at: We will aim to respond
residents. We will normally give at least Routine matters relating to surrey.ac.uk/reportrepair within one month and
the condition of buildings and resolve the fault in
48 hours prior notice of any planned work. (connect to the eduroam
line with our established
and external areas wireless network first)
In an emergency, for example a fire or flood, e.g. repairs to fixtures, fittings, routine maintenance
we may need to enter your accommodation furniture and external spaces. programme.*
without giving notice.
*Please note that response times for residences managed by housing associations (Bellerby Court,
International and Millennium House) may vary. To find out more, contact Accommodation Services.
PREVIOUS PAGE HOME NEXT PAGE 17S
Smoking
Sustainability
Smoking or vaping inside any university
building is strictly prohibited in line with The University is committed to reducing To help reduce your carbon
our Smoking Policy. Smoking and vaping is its environmental impact and improving footprint while living in university
only permitted in the designated smoking its resource efficiency. You play a vital accommodation you can:
shelters (at least 2m away from any part in this and the University runs • Switch lights and appliances
building or more). campaigns throughout the year focusing off when you leave a room
on reducing energy, water and waste. • Turn taps off after you’ve used them
Snow and ice clearance The campaigns include competitions • Control heating using the radiator
The University’s Estates, Facilities between the University residences, valve (instead of opening windows)
and Commercial Services department quizzes, swap shops and more. There
• Separate your waste (see the
is responsible for dealing with snow are also opportunities to train as a
‘refuse’ section).
and ice clearance. student sustainability ambassador.
In winter weather conditions, the paths and
steps around the residences will be gritted
and snow and ice cleared as required.
If there is significant snowfall,
announcements will be made on the
University website to inform you of any
special arrangements: surrey.ac.uk/alert.
PREVIOUS PAGE HOME NEXT PAGE 18Security, health
and safety
You are required to conduct yourself Emergencies
responsibly and in a manner that In case of an emergency please contact
ensures the health, safety and wellbeing Security on +44 (0)1483 683333.
of your fellow residents and the
buildings you live in. On our Stag Hill and Manor Park sites, in
an emergency (medical, fire, assault etc.)
It is against the law to interfere with always contact Security. They will then come
or misuse anything provided in the directly to the incident and will contact the
interests of health and safety, including emergency services for you, directing them
fire detection systems, fire alarms and to the precise location of the incident.
firefighting equipment. The University
will take disciplinary action against any At Hazel Farm, Bellerby Court and other
resident found to be endangering the offsite properties (Varsity, Manor Farm and
welfare of other residents or members Blackwell cottages), please call 999 for
of the University community. the emergency services (ambulance, fire
or police). Afterwards, please contact the
A copy of our Health and Safety Policy University’s Security team (see details above)
can be viewed at: as soon as possible to inform them that the
policies.surrey.ac.uk emergency services have been contacted.
PREVIOUS PAGE HOME NEXT PAGE 19Security, health
and safety
Electrical safety For your own safety and that of your fellow Fire safety
All electrical supplies found in university residents, you must immediately stop If you encounter a fire, sound the alarm
accommodation operate at 230 volts, using equipment if you notice the following immediately by hitting the nearest red
and if used incorrectly can result in fatal danger signs: alarm call point – they are usually near
electric shocks. Faulty or damaged • Plugs or wall sockets which are the entrance to your flat or floor.
electrical equipment can also cause fires. overheating, scorched or cracked A loud continuous electronic siren heard
The electrical equipment provided by • Cables or wires which are loose, anywhere in the University signals a fire
the University is routinely checked to exposed or fraying evacuation. You and any guests must leave
ensure it is safe. If you bring electrical • A burning smell when appliances the building immediately and go to your
equipment into the residences it must be are switched on designated assembly point if directed to
in good condition and be fitted with a UK • Fuses which blow frequently. do so. You must only return to the building
3-pin plug with a fuse. Continental two If you are concerned about any of the when a Fire Officer or Security Officer
or three-pin plugs and adaptors should electrical installations or appliances in instructs you to do so. The University
not be used. The University reserves your residence, please contact the considers a failure to evacuate satisfactorily
the right to confiscate, without warning, Facilities Helpdesk or report it online: to be a disciplinary offence.
electrical appliances it deems to be surrey.ac.uk/reportrepair The firefighting apparatus is supplied for
unsafe or appliance leads that are not
use only in an emergency. If you have to use
CE or BS kite-marked.
this equipment, please report this to Stag
Hill or Manor Park Reception as soon as
possible so it can be replaced. It can also
be reported to the Facilities Helpdesk, at:
efcshelpdesk@surrey.ac.uk.
PREVIOUS PAGE HOME NEXT PAGE 20Security, health
and safety
Fire safety Nearly all fires in student housing start Gas safety
Tampering with any fire safety equipment in the kitchen, and most are caused If you smell gas, report it immediately on
(misuse of fire alarms, propping open fire by cooking. Some kitchens have been +44 (0)1483 683333.
doors, covering smoke detectors, and installed with stove guards to ensure
safe cooking methods. Gas appliances in the residences are
so on) is a serious offence. Any resident
serviced and safety checked annually by
found misusing safety equipment will You must take reasonable steps to
‘Gas Safe’ qualified contractors. Landlords’
be fined, may be required to leave the prevent a kitchen fire:
gas safety certificates are displayed
residence and could be reported to the • Never leave cooking unattended in relevant buildings, if you require
police for criminal investigation. • Never fill a pan more than one-third an individual copy, please email the
Fire evacuation practices are arranged full of oil Accommodation Office.
during your first semester. You are • Keep grill pans clean
required to cooperate with the instructions Report + Support
• Do not put tea towels on a hob
of university staff during practice directly after use Abuse, bullying, harassment, hate crime
evacuations. If you have a disability, the • Be especially cautious if under the and sexual misconduct are never ok.
University’s Fire Safety Officer will advise influence of alcohol or any medication. All students can report something
you about safe evacuation in the event of
anonymously or with their contact details.
a fire. Please note that fire escapes and
exits should only be used in emergencies. For more information, visit:
reportandsupport.surrey.ac.uk
PREVIOUS PAGE HOME NEXT PAGE 21Security, health and safety General health and safety • If you have an accident, a near miss or • You are not allowed to bring into our • University residences should be regarded spot a safety hazard, you should report accommodation any substance or as high-risk areas for young children. this to your reception, Accommodation equipment which might be hazardous to Babies and toddlers should under no Services or to the University’s 24-hour health or safety, such as petrol, solvents, circumstance ever be left alone. Security team. nitric oxide synthase, so-called legal highs, • University staff have the right to carry out • All accidents must be formally reported laboratory equipment, and etc. their duties without fear of intimidation on a university incident report form. • You may not bring weapons or replica and abuse. Such behaviour, directed at • You must not obstruct doors, corridors, weapons into our accommodation, including staff, is a very serious offence and will stairs or communal areas. guns, air guns, swords and knives. lead to disciplinary action. • Bicycles, additional furniture or other large • If you have children, you are responsible items may not be brought into residence for their safety while they’re in university buildings; they must not be stored in buildings. English law does not specify communal areas where they obstruct a particular age at which a child can be access to doors or stairs. left unsupervised, but parents may be • You are prohibited from using naked prosecuted if they leave a child alone flames, candles, joss or incense sticks, fat ‘in a manner which is likely to cause fryers, smoking or vaping in residences or unnecessary suffering or injury to health’ near windows. Cooking equipment is only (Children and Young Persons Act 1933). permitted in kitchens. PREVIOUS PAGE HOME NEXT PAGE 22
Policies Policy for accommodating If you have significant requirements, we Allocation policy students with disabilities recommend you visit us before you move We review our accommodation allocation There are study bedrooms designed in, to discuss your needs and so you can policy every year in cooperation with the for students with disabilities and other view the type of facilities available. We also Students’ Union. Our Executive Board special needs within most of our courts have access guides which you can view on normally decide on changes of residence. These include rooms for the AccessAble website. every December. wheelchair users, deaf students and for The existence or pre-existence of The current policy can be viewed at: students whose disability requires disorders that are well-controlled and accommodation.surrey.ac.uk additional space for special equipment. have responded to medical treatment, We recognise that in exceptional cases even though there is a continuation of students who are severely disabled, medical treatment, does not necessarily suffer from mental-health disability or constitute grounds for university severe medical impairment cannot attend accommodation. Examples of conditions university unless they are offered university not normally considered are urinary tract accommodation. Accommodation Services infections, irritable bowel syndrome, will consider applicants recommended by asthma, dyslexia, eczema, well-managed the Disability and Neurodiversity Services diabetes or epilepsy. team in accordance with university policies and subject to suitable accommodation being available. PREVIOUS PAGE HOME NEXT PAGE 23
Policies
Application procedure Complaints Contractual relationship
If you’re a new student, you can apply for If you have a complaint about your Students living in university-owned or
accommodation from February each year. accommodation, you should first try to managed accommodation are licensees.
Undergraduate students have places resolve it informally. Please see the front Your licence is granted because of your
confirmed during August and September. of this guide for details of which area to intention to follow a course of study at the
Postgraduate students that have firmly contact. If you are unsure, please contact University. If you cease to follow a course
accepted their offer and made the course Accommodation Services. of study at the University you will be
deposit payment are confirmed a place required to leave your residence.
If you are not satisfied with the outcome,
during August and September.
you may make a written complaint to Your contractual agreement is for a fixed
Applications for accommodation Accommodation Services. You will normally period and if you decide to leave your
are made using an online system receive a response within five working days. residence before the end of that fixed
and confirmations of allocation are period you will still be required to pay
If you are unhappy about the way your
emailed to you. rent for the full duration.
complaint has been dealt with you may
If you’re an eligible returning student, submit a formal university complaint. Details When you apply for accommodation you
you can apply online during February. of this process can be found online at: have to agree to abide by the conditions
Details can be found at: surrey.ac.uk/office-student-complaints- of residence. These are an important part
accommodation.surrey.ac.uk appeal-and-regulation/complaints of your licence agreement or tenancy.
Returning applicants will be informed if Please read our conditions of residence
they have been successful by mid-March. carefully – you can find them on pages
26 to 38 of this guide.
PREVIOUS PAGE HOME NEXT PAGE 24Paying for
your room
When you need to pay
We will send an invoice to your university Method 1: Method 2:
email account within 14 days of arrival. Pay in full by card on our website. If you are staying for more than
This will show your pay-by date. You should pay before the ‘pay by’ 16 weeks, you will be offered the
date shown on the first page option of paying in instalments.
If you don’t receive an invoice of your invoice:
Wait for 14 days after you have arrived surrey.ac.uk/accommodation/ See page 2 of your invoice
and re-check your university email prices-and-payment for details.
account. If the invoice has still not
been emailed to you, contact
Accommodation Services (details
are at the back of this guide).
Contact Accommodation Services if you have not received your invoice within 14 days
of arrival, or have a query regarding the rent you have been charged. If you have
How to pay residence fees
concerns about your ability to pay please contact the Student Finance team.
When you receive your invoice, read
it all carefully as this will have all the Please see the back of this guide for contact information.
information you need to pay.
PREVIOUS PAGE HOME NEXT PAGE 25Conditions
of residence
The conditions of residence are the rules Access to your accommodation Advanced rent payment
and policies of your residence. When you If you report a fault inside your bedroom We do not collect deposits, however all
accept your accommodation, you agree to or flat, this means you are also giving residents are required to pay an advanced
abide by these conditions and they form an permission for our staff or contractors to rent payment of £250. This will be credited
important part of your license of agreement enter your residence and fix it. If we need to your rent invoice after you move in. If
or tenancy (see contractual relationship on access to your accommodation to carry you do not move in, the advanced rent
page 24). The University reserves the right out routine maintenance or inspections, payment will be used to offset any loss of
to introduce changes to the conditions of for example annual testing of electrical rent until a replacement tenant is found
residence as may be necessary or desirable. equipment, we will give you at least (including an administration fee).
48 hours’ notice of when this is due to
Abandoned property happen. In an emergency, for example a Arrival
You may not leave personal property behind fire alert or flood, we may have to enter
Instructions for your arrival will be sent
anywhere in our accommodation after your accommodation without giving notice.
to you by email. You’ll normally be
vacating your room. If any personal property The University reserves the right to allocated a room from the weekend
is found in or around your room after you enter your accommodation if we have before your course starts. Please check
have left (including possessions left in or reasonable grounds to suspect that there your acceptance email to confirm your
around any other part of the University, is a breach of the conditions of residence arrival date. International students may
such as bicycles in our accommodation cycle or that the welfare of any resident is at be admitted up to four days earlier if they
sheds) then we may dispose of them in the risk. In exceptional circumstances, such are participating in the meet and greet or
manner we find appropriate. A charge for as suspected illegal drug possession, the International Orientation Programme.
disposal may be made. University may conduct a room search.
PREVIOUS PAGE HOME NEXT PAGE 26Conditions
of residence
BBQs this purpose. Most residential communal Council Tax
BBQs can only be arranged for specific areas will be cleaned periodically by the If you’re a full-time student living in
locations on Stag Hill, Manor Park Housekeeping team. university accommodation, you’re exempt
and Hazel Farm. To see a list of BBQ from Council Tax. Residents of family
Residents of self-contained flats, studios
locations and to book these, please visit: accommodation are liable to pay Council
or family flats are responsible for removing
surreyac.sharepoint.com/sites/BBQHire Tax which is collected by the University
waste to external collection points.
with, and in addition to, rent. The amount
Bicycles When you depart, your room must be of Council Tax depends on the size of the
You’re not allowed to bring bicycles into returned to a similar condition in which it flat and circumstances of the family.
our accommodation buildings. There are was found. Before leaving, please check
lockable bicycle stores available in each that your room and shower room (where Damage
court of residence. applicable) is clean, tidy and empty of You will be held responsible for damage
personal belongings and rubbish. in your room beyond fair wear and tear.
Business use Rooms are inspected prior to departure
You’re not allowed to operate a business in, The University reserves the right to and you’ll be invoiced for the cost of
or from, our accommodation. charge residents for excess cleaning repairing any damage. You are expected
if hygiene and cleanliness falls below to maintain the security of communal
Departure cleaning a reasonable standard in bedrooms or areas by locking outer doors when you
You are expected to keep your room and communal areas. Accommodation is go in or out. Damage in communal areas
communal areas in a clean, tidy and hygienic periodically checked and a full inspection is the responsibility of the whole floor or
condition, and equipment is provided for will be made prior to your departure. house and will be charged accordingly.
PREVIOUS PAGE HOME NEXT PAGE 27Conditions
of residence
You will be charged for non-return or loss If you decide to move out of residence before If notice is not received on or before 4
of keys, for the need to return furniture to the end date of your licence or tenancy, you December 2020, no rebate of rent will be given
its original position and for deterioration must give notice to leave by letter, email or if you decide to leave before the end date
of furniture, fittings or structure of the by using a withdrawal form available at the specified in your acceptance email unless we
room or communal areas not due to fair MySurrey Hive. University staff may enter your are able to re-let your room. This applies even
wear and tear, and any additional cleaning room from 12 noon on the agreed end date on if your move-in date is after 4 December 2020.
required. Rooms and flats are inspected at your withdrawal form or licence end date. If you leave before the end of your licence or
intervals throughout the year and before tenancy, you’ll be required to continue paying
Residents may give notice to leave their
departure. We’ll send you an invoice for until your account is cleared in full.
residence at the end of the first semester.
any charges due. If you cease to be a student because you
Notice must be received in writing no later than
withdraw from your course or the University
Departure and giving 4 December 2020 and you must vacate your
terminates your course, your licence to
notice to leave early room by 30 January 2021.
occupy university accommodation and
You are required to vacate your If you wish to vacate your room earlier than 30 therefore your liability for rent ceases when
accommodation and return your keys by January 2021 you can advise Accommodation you are no longer enrolled on your course,
12 noon on the end date stated in your Services of your intentions. Please note that you have vacated your accommodation and
acceptance email or Accommodation may be liable for the payment of your room rent returned your key to your Stag Hill Reception
Agreement. There are no on-campus up to 30 January 2021 unless we are able to or Manor Park Reception. Please ensure you
storage facilities for residents’ belongings, re-let your room earlier. In the event that we are notify Accommodation Services in writing of
but Accommodation Services can supply able to arrange a re-let, you need only pay until your intended move-out date so all necessary
details of local storage companies. the date that the new resident moves in. arrangements can be made.
PREVIOUS PAGE HOME NEXT PAGE 28Conditions
of residence
Drug misuse of dealing in illegal drugs after a police or Under no circumstances should electrical
The possession of illegal drugs is a criminal university investigation will normally be outlets or appliances be interfered with
offence and possession with intent to supply expelled. The University also reserves the or overloaded. Multi-socket adapters
is a more serious offence. It is also an offence right to provide information to the police should be CE or BS kite-marked, have a
for the University to allow drugs to be used about students found to be using or in fuse and an ‘on’ indicator light. Kitchen
on premises it owns or manages. As such, possession of illegal drugs. appliances must have a 3-pin UK
we do not tolerate the use of illegal drugs in fused plug. Unfused continental plugs
student residences. Electoral registration and adaptors are not permitted. The
Students in residence in the middle of University reserves the right to remove,
Students found to be using or in possession without warning, any of the appliances
October will be included on an annual
of any illegal drug, including cannabis, or listed above, unsafe electrical appliances
return made to Guildford Borough Council,
who allow illegal drugs into their rooms, will or non-UK standard appliance leads that
which is used to prepare the electoral roll.
be subject to disciplinary action. This may are not CE or BS kite-marked.
You need to also register to vote at both
include a substantial fine, a final warning and
the University and your home address in
removal from residences or expulsion from Furniture
case an election occurs during a vacation.
the University. If the student’s behaviour
Items should be kept in the room
also indicates that they are unsuited to
Electrical appliances in which they are provided. You are
communal living, they may be required to
You may not install or use additional expected to return all furniture to its
leave residences (see Misconduct).
electrical appliances such as heaters, original position when you vacate your
The University will inform the police of any washing machines, dishwashers, satellite accommodation. You’re not permitted
student suspected of any involvement in dishes or cooking equipment in your to bring your own furniture.
dealing with drugs. Students found guilty bedroom or flat.
PREVIOUS PAGE HOME NEXT PAGE 29Conditions
of residence
Guests Inventory If you need a replacement key, card or
You are responsible for the behaviour of An inventory form will be emailed to security fob, you can buy one for £20
your guests and must accompany them you and you are advised to record the from Stag Hill Reception, Senate House
at all times, ensuring that they comply condition of your room and furniture or Manor Park Reception. During out of
with all relevant parts of these conditions. when you arrive. The inventory can be office hours, 24-hour Security support is
Guests are not permitted in University emailed to Accommodation Services. available from both Stag Hill and Manor
accommodation between 11pm and 8am. Park Receptions. Call points are available
Disciplinary action may be taken against Keys, locks and lockouts at the main entrances to both Receptions.
you as a result of the conduct of your
You will be charged £20 if you fail to The University expects no more than three
guests. You can book guest rooms with
return your room key or security fob lockouts per semester requiring assistance
Accommodation Services.
when you vacate your room. If you lose or in any academic year. The University
break your key, security fob or key card, reserves the right to take disciplinary
Health and safety
you’ll be charged £20 for a replacement. action (including fines) against residents
You’re required to conduct yourself in a for repeated lockouts.
responsible and safe manner at all times. An additional charge of £75 is made if a
The advice and instructions in the ‘security lock change is necessary. Residents may
and health and safety’ section of this guide not change locks or add locks or alarms
forms part of the conditions of residence. to their rooms.
PREVIOUS PAGE HOME NEXT PAGE 30Conditions
of residence
Misconduct Noise Services) deems noise to be excessive or
Full details of the University’s disciplinary There is a level of noise associated with intrusive, the level of noise must be reduced
procedures can be found on the University living in a communal environment, but noise immediately. The item creating the noise
website: surrey.ac.uk/oscar can become an issue when many people can be confiscated and further disciplinary
live in close proximity to each other. You action may be taken if appropriate.
Misconduct relating to incidents in or around
must not make excessive noise at any To ensure that the above conditions are
University accommodation is dealt with
time of the day or night. In addition, there met, we recommend that headphones
through an escalating system of penalties
should be minimal noise audible outside are used for listening to music and other
issued by wardens and Security staff.
the room you are in between 11pm and 8am audio output during quiet hours, and that
An offence may lead to a warning and may (quiet hours). residents consider their use if they wish to
be accompanied by a fine of up to £200 listen to anything at high volume at any time.
When deciding if noise is excessive,
per offence, depending on the seriousness Subwoofers are not permitted to be used.
the following points will be considered:
of the offence. Wardens also have the
authority to move a student to alternative • Has a complaint been received? Within any large organisation there will on
accommodation, with immediate effect. • What is the possible impact on other occasion be events, incidents or works that
residents and members of the University may cause disruption to other members of
If, through an act of serious misconduct or the organisation. While the University will
and local community?
through repeated misconduct, a student seek to minimise these occurrences and
demonstrates that they are not suited to • What level of noise is being created and
to inform residents whenever possible,
communal living, they will be required to at what time of day?
there may be times where disruption
leave the residence. If a penalty is issued, • Have previous complaints been made? is unavoidable. Additional consideration
a provision for appeal exists. If a member of university staff (usually a will be made during exam periods to
member of the Warden team or Security minimise noise and disruption to revision.
PREVIOUS PAGE HOME NEXT PAGE 31Conditions
of residence
Parking Full details of the University’s parking information relating to disability and health
Parking is not permitted for Stag Hill or Manor regulations can be found at: which is sensitive personal information of a
Park residents. It’s a condition of living in our transport.surrey.ac.uk/parking special category. The information you give
accommodation that you are not allowed us is added to data we collect from your
to bring a car or other four-wheeled motor Pets student record. All personal data we collect
vehicle onto university grounds (except at You may not keep pets in your residence. is used only in relation to managing your
Hazel Farm). You are also not allowed to keep Guide dogs and hearing dogs are permitted accommodation in ways explained in our
a vehicle on public roads within Guildford. if the University is notified in advance. Accommodation Privacy Notice. We may
share personal data with third parties to meet
Students living at Hazel Farm may park free of our statutory obligations, for example we will
Posters
charge in designated spaces at Hazel Farm. share your name and campus address with
You may not post notices (other than
Residents of Hazel Farm are not eligible for Guildford Borough Council to enable the
those for RAG publicity or student election
parking permits on Stag Hill campus during electoral roll to be confirmed.
campaigns) on your windows or in any
office hours. There is a limited number of
other part of your residence except on notice All personal data is handled in accordance
parking spaces for students living at Bellerby
boards. Please adhere to the University with the University’s Data Protection Policy
Court. You may apply for a parking permit
poster policy: policies.surrey.ac.uk and applicable data protection legislation.
from the contractor who is responsible for all
parking matters in the vicinity of the Court. Further details about what data we use about
Privacy you, the reasons we do this and the rights
Student residents may park a motorcycle We collect personal data when you make you have in relation to this can be found on
on any university campus if it is registered an application for accommodation. In the Accommodation Privacy Notice.
with the University’s Security Services and some circumstances, this might include
is parked within a marked motorcycle bay.
PREVIOUS PAGE HOME NEXT PAGE 32You can also read
