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On behalf of the University of the Arts London Accommodation Services I would like to welcome you to Brooke Hall.
I am Sarah Thomas your Residence Manager of Brooke Hall.
I realise that you will receive a lot of information as you prepare for the coming year, especially if you are a new student. However, I would ask that you read this handbook carefully and take note of all the information that we give you about your accommodation throughout the year. It will help you settle into your new home and have a successful and enjoyable stay. You will find student life here very different from living at home. With new and exciting challenges and experiences, most students manage the change extremely well, but if you do find it difficult to adjust, or there are problems, we have systems in place and people who can help. I strongly recommend that you read the section on Communal Living, especially if you have not lived in shared accommodation before. This guide is designed to provide you with information on your accommodation. For easy reference it is laid out in two parts: first there is a brief introduction to the Hall team and then secondly there is an A-Z breakdown of what we feel is the most important information you will need for your new life in halls of residence accommodation. By now, you should also have received your tenancy documents along with the terms and conditions of residence. Please read everything carefully. Remember, when you sign and accept your tenancy, you are committing yourself to a legally binding agreement. Finally, look after this guide, it is a useful reference during your time here in Brooke Hall. If you are unsure of anything please ask either one of my colleagues or myself and we will try to help you. I look forward meeting you soon.
Sarah Thomas Residence Manager
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B U I L D I N G
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Address 17 Flodden Road Camberwell London SE5 9LH
Useful Information - Brooke Hall was first opened in 2005 and refurbished into studios in 2009. - The hall is managed by UAL. - The hall is made up of six block of studios. - Each studio has its own kitchenette area and en-suite shower room. - The Standard Studios measure approximately 13-15msq of which there are 60. - The Large Studios measure approximately 16-18msq of which there are 40. There are also 4 Disabled Studios. - Each studio is equipped with a single bed (3ft x 6ft3�), desk and desk chair, desk lamp, visitors chair, wardrobe, chest of drawers, notice board, kitchen cupboard, kettle, toaster, microwave, 2 ring hob, fridge with small freezer compartment, sink and drawer unit, bins, dustpan and brush set and en-suite shower room with shower toilet and wash basin. - You will need to provide your own bedding and bed linen; crockery and cutlery, pots and pans. - There is internet access in each bedroom and Wi-Fi in the common room. - There is a resident’s common room / lounge and a launderette on site.
The Area Brooke Hall is situated in Camberwell SE5 and is well served by local transport. The hall is situated in a residential part of Camberwell; approximately 10 minutes walk from Camberwell Green with its many local shops, bars, restaurants and high street banks. Camberwell College of Arts is only 15-20 minute walk away. For an online location map visit http://maps.google.co.uk/ and search for us using the postcode SE5 9LH.
{ C O N TAC T U S } Main office telephone: 020 7978 9999 or Site Mobile: 07736 056 737 E-mail: brooke@arts.ac.uk
Your Hall Team Sarah Thomas Residence Manager Monday to Friday
Mansour Khaki
9am to 5pm
Assistant Site Manager
s.thomas@arts.ac.uk
Monday to Friday
Tom Rice Residence Assistant
10am to 6pm p.khaki@arts.ac.uk
Monday & Tuesday 8am to 3:30pm
Nora Baron
t.rice@arts.ac.uk
Domestic Assistant Monday to Friday
Residential Student Wardens X 3
10am to 1pm
Monday to Friday
p.khaki@arts.ac.uk
6pm to 8am Saturday and Sunday 24/7 brooke@arts.ac.uk
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{ A - Z I N F O R M AT I O N } Absences This is your home for the next year and you are free to come and go as you please. However, for longer absences of a week or more, we ask you to inform the site team of your return date. You should also let us know if you are concerned that a friend or flatmate has not been seen for some time.
Accidents Please let the site team know about any accident or injury in the residence. In an emergency, residents can summon the Emergency Services (i.e. Fire, Police, Ambulance) by dialling 999 themselves. It is also useful if you could report any incidents that happen near the site e.g. street crime. See also – Security
Accommodation Services The University of the Arts Accommodation Services team are based at the University’s central office. The full address is: Accommodation Services | University of the Arts London 272 High Holborn London WC1V 7EY Email: accommodation@arts.ac.uk Tel. 020 7514 6240 Fax. 020 7514 6247 Accommodation Advisers are available here to provide advice on private rented accommodation, application enquiries and finance enquiries. Please note that issues relating to your hall of residence should be directed in the first instance to the site team.
A-C Bicycles There are bike storage facilities at site. There is no charge for this. However, UAL accepts no responsibility for loss or damage to any bicycles stored at site during your stay. Residents are advised to ensure any insurance they have also covers for the loss or damage to bicycles. Do not bring or store bicycles in the building. Bicycles left in bedrooms or corridors can be a hazard during an emergency evacuation and any found will be removed.
Car Parking There is no resident car parking available on site. We strongly recommend that residents with cars do not bring them to the hall as we are unable to provide on site parking. If you do intend to bring a car with you, you will be required to park it in one of the neighbouring roads; you will need to arrange a parking permit with the council, visit www.southwark.gov.uk. All parking bays on site are reserved for staff and contractor use. For arrival and departure weekends parking will be allowed for offloading and loading purposes only.
Cleaning Residents are expected to clean their rooms themselves, including your bathroom, toilet and kitchen. We can supply you with a dustpan and brush, vacuum cleaner, mop and bucket to assist you with this. It is very easy to fall behind with your cleaning. To avoid this and any unnecessary cleaning charges that can be applied for poor levels of cleanliness we suggest that you arrange a cleaning rota at your earliest opportunity. All rooms are checked regularly and each resident in a dirty studio could be charged if cleaners have to be sent in due to the fact that any part of the studio has not been cleaned to a satisfactory standard.
{ A - Z I N F O R M AT I O N } Code of Practice The Housing Act 2004 introduced licensing for houses of multiple occupation in England and Wales. Student accommodation is exempted from licensing providing the hall of residence is signed up to one of the approved codes of practice that has been approved by the Department for Communities and Local Government (DCLG). Brooke Hall is signed up to the UUK code of practice. The code has been prepared to assist managers and anyone involved in the management of student. It covers among other matters, health and safety, maintenance and repair, and relationships between managers and student tenants. It also should assist students in understanding both the standards and procedures applying to their accommodation and their obligations as tenants or licensees. A copy of the code can be found through the University's website at: http://www.arts.ac.uk/housing/halls/beforearrival/accommodationcodesofpractice/
Common Room The Common Room is located on the ground floor of E Block. A TV, DVD, Wii and a limited free Wi-Fi service are available here. There are sofas for relaxing and chatting with friends and a 6-8 seater table to enjoy eating meals together or for working in groups. Social events are organised by the wardens using this space for parties, movie nights, etc. It can also be booked by other residents wanting to organise events via the Party Request Form
Complaints Procedure During your time at Brooke Hall should you have a complaint related to the service you receive from us then we would like to know about it so we can try and resolve this for you. If you do want to tell us about something then please, in the first instance, come and speak to a member of the site team in person and we will do all we can to help.
C continue.... However, if you have already spoken with us and are still not happy with the response you have received then you should also feel free to follow our complaints procedure. For full details of this procedure please speak with a member of staff who will be happy to provide this. For full details of the procedure and how to submit a complaint go to: http://www.arts.ac.uk/about/departments/aa/complaints-appeals
Communal Living Students should be aware that living in the hall of residence could bring them into close proximity with others who may have very different lifestyles from their own. While this can be a positive and enlightening experience, it may also prove to be challenging. With this in mind we ask that you read and agree to our Communal Living Agreement. Communal Living Agreement: - Be accepting and understanding of each other’s lifestyle. - Talk about your feelings: Your flatmate can't respond - or amend their behaviour - if they don't know that there is a problem! - Let your flatmates know if you have an overnight guest or are going away yourself overnight. - Agree to contribute an equal share of any joint expenses on a regular basis by rota or other agreements and keep records of all the bills you share. - Contribute equally to the cleaning of shared areas and equipment (kitchen, bathroom and hall). - Try not to make noise likely to disturb others between the hours of 11pm and 8am. - Be considerate of other people’s living space – Don’t have overnight guests (who will be using kitchen and bathroom facilities) without the consent of other residents in the flat. - Ask permission before you use or borrow anything. Return anything you borrow and replace anything you break or lose.
{ A - Z I N F O R M AT I O N } continue.... If, after trying all these strategies, you still have a problem with another resident - please contact a member of the site team, who can sit down and discuss things with you all and try and help bring about a solution.
Conduct Whether in the hall of residence or elsewhere, residents must not behave in a way which will, or would be likely to, bring the name of the University into disrepute. In the interests of safety and security and the wellbeing of other residents, we request that you understand and comply with your contractual obligations. Behaviour that represents a serious or persistent breach of the tenancy agreement could result in your tenancy agreement being terminated. Breach of any of the regulations will make you liable to disciplinary action. Breach of some of these regulations may also constitute a criminal offence and it is our policy to report such matters to the police. For further information as to what constitutes a breach please refer to your Terms & Conditions of residence.
Confidentiality and the Data Protection Act In order to protect you and deal with your concerns confidentially, under the terms of the Data Protection Act, we are not able to discuss details of your accommodation, contract, or rent payments with anyone other than yourself or your guarantor. This is because the legal contract is between you and UAL. If, however, you wish us to discuss these issues with another person, e.g. someone other than your guarantor, we will require written authorisation from you that this person is acting on your behalf.
C Culture Shock Leaving home whether it be from this country or overseas can be very stressful, but do not worry as this is quite normal. Many of you will be experiencing various degrees of culture shock. Culture shock is the impact of moving away from the familiar to the unfamiliar. You can be affected by climate, food, language, dress, social roles, rules of behaviour and values. Some of the symptoms you may experience are headaches, stomach aches, anxiety, difficulty concentrating, etc. Depending on the individual, the time taken to settle into your new environment can vary considerably. The following advice may help: - It’s normal to experience this; chat with others to see how they feel. - Keep in touch with home. - Have familiar things around you such as photographs. - Eat properly. If you do not like the “new culture’s” food, find a supplier of familiar food. - Exercise regularly. - Try and meet as many new people from other cultures as possible to talk through how you and they feel and make new friends. - Find out about the many different services and societies the University has to offer e.g. Student Services, Student Union, Chaplaincy, etc. - Do not isolate yourself; there is plenty of help available. Start by contacting a member of staff at the Hall. Further material and information about culture shock can be obtained from : http://www.ukcisa.org.uk/student/info_sheets/culture_shock.php
{ A - Z I N F O R M AT I O N } Damage Residents should enjoy but also respect the facilities. When damage to the accommodation occurs, those residents responsible for the damage (if known) will be held responsible for the cost of the repairs, including any administration cost. If the responsible residents cannot be identified then the costs will be charged to all residents in that section of the hall where the damage took place. For a list of damage charges please speak with your site team who can provide you with a copy.
Dentists Residents can register with a dentist upon their arrival at the hall. Please speak with a member of staff about where your local dentist is located or visit this website http://www.nhs.uk. In an emergency residents should contact: Kings College Hospital, Denmark Hill, London, SE5 9RS
Disabled Access Brooke Hall has 4 studios which have been adapted for disabled use.
Electricity Supply/Lighting The power supply in the United Kingdom is 230Volts. Should you experience any problems with the electricity supply please contact a member of the site team immediately. Please note that if you are found to be in possession of an unsafe electrical item, or an item that causes problems for the building’s power supply, then we reserve the right to remove this item from your room to a secure storage area. Items removed will be returned to residents at the end of the tenancy agreement.
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D-F Emergencies In the event of an emergency please contact the Assistant Site Manager or Hall Warden on 07736 056 737. Their mobile number is also displayed on the Site Office door. If you need to call the police, ambulance or fire service please dial 999 or 112 on any phone. If you are experiencing personal difficulties and need to talk to someone confidentially, please call The Samaritans on 0845 790 9090 or at www.samaritans.org or Nightline on 020 7631 0101 or at www.nightline.org.uk
Facilities in your flat and bedroom As well as the facilities and services listed below, please also refer to your Inventory list for a basic list of what is provided (this list should be supplied to you upon your arrival). Bedroom: Bed & mattress, Wardrobe, Chest of drawers, Desk and desk chair, Desk lamp, Visitors chair and Notice board Bathroom/Toilet: Shower, Wash basin & mirror, Toilet, Toilet brush set Kitchen: Wall cupboards, Kettle, Toaster, Microwave, Two ring hob, Fridge with small freezer compartment, Sink unit and 2 drawers, dustpan and brush set and two bins. Doors and ceilings: Door-closers are fitted to all doors and are a requirement for fire regulations. Please do not remove or tamper with them. Fire sensors are fitted on the ceiling to each room and are a requirement for fire regulations. Please do not remove or tamper with them.
{ A - Z I N F O R M AT I O N } Fridge Awareness - Defrost your fridge regularly. - Buy frozen foods last on any shopping trip and refrigerate as soon as possible. - Wrap raw or uncooked food before refrigerating it. - Do not overload fridges. Trapped air can create warm spots where bacteria multiply. - Don’t overload the freezer compartment, as this may cause the door to break off and stop the fridge from working.
Fire Fire extinguishers and fire blankets are available at various points throughout the site. Only use these in case of an emergency. If you should discover a fire, then your first priority is to sound the alarm, evacuate the building, go to the fire assembly point and dial 999 for the fire brigade. Do not attempt to tackle the fire. Your fire assembly point is in the car park.
Fire Alarms The site has a fire alarm system, which makes a loud noise if it senses heat or smoke. There will be a weekly test of the fire alarms on Wednesday. The alarm will sound for a few seconds and then stop. On this occasion and only this occasion you do not need to evacuate. If the alarm continues for longer than a few seconds on a testing day, please leave the building and proceed to your assembly point as this may be a real fire.
IF YOU DISCOVER A FIRE - Evacuate the building and go to the fire evacuation assembly point. - If you pass an alarm activation point as you leave the building then activate the alarm. - Dial 999 and request the Fire Brigade to attend. - Do not re-enter the building until a member of the site team or the fire brigade says it is safe to do so.
F Fire Drills Fire drills are held once a term. You are required to co-operate and evacuate the building.
Fire Prevention There are fire extinguishers as well as heat and smoke detectors throughout the accommodation. Read the fire evacuation plan on the back of the door to your bedroom and ask the site team if you have any questions. You should also familiarise yourself with the locations of all emergency exits, fire extinguishers, fire blankets and fire alarm break glasses.
Action you can take to prevent fire - Never use portable heaters, deep fat fryers, candles, incense, oil burners, or anything with an exposed flame or heating element. - Do not smoke in the building. - Don’t overload electrical outlets, use cube adaptors or place electric cords under rugs. - Take care to switch off the oven and hob plates after cooking.
Preventing false alarms - Don’t leave food unattended when it’s warming or cooking. - Provide adequate ventilation before you start cooking by switching the extractor fan on and, if possible, opening the window. - Keep the oven, hob plates and toaster clean and free of grease or crumbs. - Don’t spray aerosols or liquids near the smoke detectors. Interfering or tampering with fire prevention or fire safety equipment is a criminal offence and we will consider referring such matters to the police. We will also take disciplinary action and treat the matter as a serious breach of your tenancy agreement which may lead to that agreement being terminated.
{ A - Z I N F O R M AT I O N } First Aid We do not provide first aid products to residents. We recommend you bring your own first aid kit with you to halls.
Health It is extremely important for you to register with a local doctor, (GP), as soon as you arrive. Do not wait until you are unwell as it may not be possible to be seen immediately if you are not registered. The nearest doctor’s surgery is Myatts Field Health Centre (Window 1) Foxley Square, Camberwell, London SW9 7RX Tel: 0844 477 3743 or 020 7582 9850 For minor ailments, always try a pharmacy before visiting the doctor. Describe your symptoms to the qualified pharmacist and he/she will either sell you the necessary medication or advise you to see a doctor. The nearest pharmacy is ABC Pharmacy, 42a Foxley Square, London SW9 7RY. All students are advised to have the Meningitis C vaccination. Ask the practice nurse at your surgery. For more details on Meningitis, GP registration and other health matters, please visit the health section of the Student Services website www.arts.ac.uk/student or pick up a Healthful Pack from the Students Services office at your college. For further info about NHS services visit the NHS web site at www.nhs.uk You can find information about local dentist practices, etc. at this site.
Hospital For more serious illness or in an emergency you can attend the Accident and Emergency at any hospital. This service is free of charge. The local hospital nearest to Brooke Hall is Kings College Hospital , Denmark Hill , London SE5 9RS . Tel: 020 3299 9000
F-I Heating and Hot Water Your accommodation is fitted with wall mounted radiators which are controlled by a central Building Management System. Each radiator has its own thermostatic valve for adjusting the temperate when they are on. The hot water is fed from the central plant room on site.
Insurance Included in your rental fee, your possessions are insured under a block insurance scheme. You should receive full details of the scheme upon your arrival. Please ask a member of the site team if you do not receive this information. Each resident should ensure that the insurance scheme meets his or her own needs. If you need additional coverage then this can be purchased through the scheme or another company of your choice.
Internet Access All bedrooms have a wired internet service. This service is included in the price of your rental fee. There is also a Wi-Fi internet service available in the resident’s common room / lounge.
Inventory You will be given an inventory to complete upon arrival. This document lists every item in your studio. Carefully check the condition of all items in your studio and note any damage on the inventory. If any items listed are missing note this also. Return your inventory to the Site Office within 24 hours of arrival. This document will ensure that you are not incorrectly charged for the damage/loss of any items following your departure from halls.
{ A - Z I N F O R M AT I O N } Keys All keys are issued from the Site Office, Block C at Brooke Hall. On arrival you will be issued with a bunch of keys giving you access to the site. If you lose your keys or lock yourself out please contact the Site Office, Tel. 07736 056 737. During office hours a member of staff will issue you with a replacement set of keys, which will be charged for via a separate invoice, at a cost of £5 per key. Outside of office hours the Hall Warden will allow you access to your room, or secure your room. You will then need to contact the Site Office during working hours to request a replacement set of room keys.
Laundry The laundry room is situated on the ground floor of Block C and contains two washing and two drying machines. The cost for a wash is £2 or £2.20 for a super wash and a dry is £1 for 50 minutes. Please keep the laundry clean and free from litter and report any damage or misuse to a member of the site team. You must provide your own detergent.
Maintenance Defects Please do not attempt to repair anything yourself. Anything that is damaged or not working should be reported through the correct fault reporting system. You will be given instruction on what the process is upon your arrival to the hall. If you do not know how to report a fault then you can speak with a member of the site team who will be happy to help.
K-N Moving Out Your tenancy is for a fixed period. You need to know when your move out date is. If you do not know the date then please refer to your tenancy agreement where it will be stated. If you are still unsure then you can speak with a member of the site team who will be happy to assist. If you wish to extend your period of stay, please speak to a member of the site team in advance of your departure. When you move out you must do the following: - Remove all of your personal belongings - Empty all rubbish bins - Clean and vacuum your carpet - Remove any posters, wash down the walls and clear your notice board. - Wipe down all surfaces - Clean the kitchen and bathroom - Finally, instruct the site team of your departure and return your keys to the main site office (do not give your keys to anyone other than a member of the site team). Moving Out before the end of your Contract? You will remain liable for the rental fee until a replacement resident is found. If you are thinking of moving out before the end date of your tenancy then you should speak with a member of the site team and / or a University Accommodation Advisor.
Noise/Nuisance All residents and our neighbours should be able to enjoy their accommodation without harassment from others, or disturbance from noise or nuisance. Please try to be aware of all the people around you and be extra considerate when playing audio, TV or radio, especially when others may be trying to study or sleep. Residents are also responsible for the behaviour of their guests.
{ A - Z I N F O R M AT I O N } Parties We want you to have fun whilst staying with us, but parties can quickly get out of control and can result in you annoying or upsetting staff and/or your neighbours. If you want to have a party you should first speak with a member of the site team about what you are planning.
Pets No pets are allowed.
Police In emergency dial 999 or 112 for immediate assistance.
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To report a crime, you can now also do so online at www.online.police.uk
Post Please make sure all post to you is addressed as follows: [Your name] [Flat / bedroom number] Brooke Hall 17 Flodden Road Camberwell London SE5 9LH Parcels or letters that need to be signed for
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Where possible these items will be received by a member of the site team and
held for you in the main site office. You will receive a parcel collection slip in your post box which lets you know there is a parcel for you in the office. Please note that signing for and holding mail is an additional service which can be removed at any time. We cannot accept any liability for parcels held for residents. If you do not want the site team to receive and/or sign for your post then please let them know.
P-R Recycling We supply you with the means to recycle your waste. The following recycling options are available: - Two bins are supplied in each studio room, one for recycling the other for general waste. - The large recycling bins for disposal of all recycling products are located at the back of A Block. They take a mix of paper & card; glass & tins and plastic bottles, etc. - There is a TRAID bin in the laundry room for recycling unwanted clothes. - We also encourage residents to recycle their unwanted items by leaving them in the common room, provided they are clean and in good condition e.g. pots, magazines, books etc. Doing so cuts down on waste going to landfill.
Refuse You need to empty your bins when they are full. The main bins for black bag waste are located at the back of A Block. These main bins are emptied on a Tuesday. Please do not leave full bin bags stacked up in the kitchen in your bedroom or on landings. Full bin bags left out are a food source for vermin.
Religion and Spiritual Life To find the local branch of your own faith community, please check the info provided by the University chaplaincy at www.arts.ac.uk/student and select Chaplains from the menu. You can also contact the Chaplain by phone on 020 7242 7533 or by email to chaplaincy@arts.ac.uk
{ A - Z I N F O R M AT I O N } Rent Your offer of a room in Brooke Hall is subject to an advance rent of £250 (subject to change - details will be in your offer email). This is to secure your room and is payable when you accept your offer. Further information will be provided in your offer email This advance rental payment must be paid online by credit or debit card. Further details of how to pay online can be found at http://www.arts.ac.uk/housing/halls/payingyourrent/ This £250 payment secures your tenancy but it is not a deposit. This amount is deducted from the total amount you have to pay in annual rent. £250 is taken off the first term’s rent. The online offer acceptance process will then request that you set up a payment plan for the balance of your annual rent. This payment plan can be set up on the following bases: - Annual payment in full - Three termly installments: First Term 9th September 2012 Date Contract start Second Term 9th January 2013 Third Term 16th April 2013 Bank Transfer International students also have the facility to pay by bank transfer. If electing to pay by this method then please contact accommodation@arts.ac.uk for more information. Please ensure you retain proof of payment and any relevant payment codes.
R continue... Questions If you have any questions about your hall fees please do not hesitate to visit the Hall Office or Accommodation Services located at 272 High Holborn, London WC1V 7EY. Alternatively please contact accommodation@arts.ac.uk with any questions.
Restaurants, Pubs and Places of Interest In and around the local area you will find lots of options and choices for where to socialise with your fellow residents, these include: - Prince of Wales pub just up the road from the Hall. - The Bear pub, Camberwell New Road. - The Recreation Ground (The Wreck) pub, Camberwell Church Street. - The Flying Fish restaurant, Camberwell Church Street - South London Gallery, Peckham Road - House Cafe & Gallery, Camberwell Church Street The above list is by no means complete as there are plenty of pubs and restaurants in the local area, especially around Camberwell Green, only a 10 minute walk from the Hall. Visit the web site for Southwark, your local authority, for information on the local area: www.southwark.gov.uk/YourCommunity/ Camberwell or www.upmystreet.com
Room Allocation and Transfers If you have any special requirements regarding your room allocation, please inform your site team prior to arrival. No guarantee can be given that all requests will be met, however, requests on medical grounds will be given priority.
{ A - Z I N F O R M AT I O N } continue.... Opportunities to move to another vacant room or hall are normally rare as the halls are often full. If this is something you are considering please speak with your site team to see what is available and/or possible. There is normally an administration charge associated with any room move or change of Hall. This is to cover additional cleaning and administration costs.
Safety and Security We place a high priority on the safety of our residents and we have systems in place to make the accommodation as secure as we can without infringing on your own freedom of movement. However, it is essential we have your co-operation to maintain these standards. Some things to consider are: - If you lose your keys you must let us know as soon as possible. - Do not let strangers into the building - if they are residents they will have their own means of access. - Do not leave your door or windows open when you are not in your room. These are all the same precautions you take at home, but in a close knit residential community take on a special significance. London is a cosmopolitan city and there are many things to do, see and enjoy. However, it always makes sense when you are out and about to take measures to ensure your own personal safety. When going out follow the plan Prepare: - Think ‘How do I get there?’ and ‘How do I get back?’ before you go. - Tell someone where you are going, who with and when you’ll be back. - Think about any possible danger points. - Look confident. - Wear comfortable clothes and shoes that let you move easily.
S continue.... - Remember your body language - stand tall and look like you know where you’re going. - Carry a personal attack alarm (and know how to use it), emergency phone numbers (including the number to cancel your credit cards), some change, a phone card and your keys in a safe pocket. Avoid risks and be aware of what’s happening: - Keep looking at and listening to what’s happening around you. - Keep away from odd or out-of-the-way places whenever you can. - Try not to change plans at the last minute - or, if you do, tell someone. - Keep your hands free - not shoved in your pockets or cluttered up with shopping. - Avoid showing valuable items in public places. Try not and use your mobile phone in the street. - Keep your door key and some money on your person at all times. Wear your bag across your body. - If you are actually threatened - throw your bag as far away as possible and run! They are more interested in your bag than in you. Never take your safety for granted and Never say to yourself: - ‘It only happens to other people’. - ‘It’s only a short journey’. - ‘They look honest’. The above points are a guide only. Trust your instincts - if you feel something is wrong, it makes sense to take action to avoid danger. The police can be contacted by dialling 999 or 112.
{ A - Z I N F O R M AT I O N } Safety on Transport Late night transport can be a problem, so think about how you will get back before you leave home for a night out. The Tube does not run all night so make sure you know what time the last train is. The buses do run all night. These are called Night Buses and their frequencies vary. If you are ever wary when using a Night bus you should always, if possible, - Sit downstairs near the driver - Avoid traveling alone - Check that you are not followed after you get off the bus
Service Level Agreements Whilst living at Brooke Hall you can expect a certain level of service from us. F3 Non Urgent Response time 48hrs. Rectification time 14 days
F2 Non urgent priorities Response time 24hrs. Rectification time 7 days
F1 urgent priorities Response time 8hrs. Rectification time 72 hours.
F0 Emergency Response time Immediate. Rectification time 24 hours.
Repair / replacement of furniture (doesn't include bed) Replacement /repair of white goods (doesn’t include fridge)
Repair / replacement of bed.
Repair / replace bedroom door or window locks.
Gas leak
Repair / replacement of fridge.
Replace lost keys.
Repainting of wall(s) Replacement / repair to damaged flooring Replacement / repair of portable electrical items. Minor damage to wood work, walls, internal doors and windows Internet outage.
Fire
Minor plumbing (e.g. slow leaks, minor blockages to local drainage system) Minor electrical (e.g. plug sockets not non mains lightning)
Major structural damage Major electrical outage (no mains lighting, heating) Major plumbing (e.g. major blockages to mains drainage system and leaks) No water supply Gas outage
S continue.... Our commitment to you: - Although these times frames are maximums we will do what we can to resolve matters within as short a period as we are able. - If we are unable to rectify the fault immediately we will make safe any health & safety hazards at the time of our initial response until such time a permanent solution is put in place. - If we are unable to meet the maximum rectification time then we will try to offer you a suitable replacement or alternative solution.
Shops and Banks The nearest supermarket is the Co-Op on Camberwell New Road, about 5 minutes walk from the Hall. There are a selection of other shops at Camberwell Green, about 10 minutes walk from the Hall. These include another Co-Op and a larger supermarket, Morrisons. The nearest banks are Santander, 34 Denmark Hill; Lloyds, 25 Camberwell Green; HSBC, 23 Denmark Hill; Barclays, 1-3 Denmark Hill; Natwest, 70 Denmark Hill
Smoking Policy Smoking is not permitted anywhere in the accommodation.
Sports and Leisure Facilities The nearest leisure centre is Camberwell Leisure Centre, Artichoke Place, off Camberwell Church Street, London, SE5 8TS
Storage Facilities There is no additional storage available. If you require extra storage please speak with a member of the site team for information on local storage facilities.
{ A - Z I N F O R M AT I O N } Student Centre The Student Centre offers a huge range of information that can be useful during your time at University. The Student Centre can be found at 272 High Holborn, WC1V7EY on the first floor The office number is 020 7514 6230 or you can also look on their web site at www.arts.ac.uk/student Some of the services and information they can offer includes: Health issues | Disability | Immigration | Career Development & Employment Counselling | Child Care | Funding
Student Union The University of the Arts London Student Union is an independent student orientated organisation. The Union is there to represent your rights as a student as well as organising many student societies and leisure activities. They have bars and representatives at each college site but their main office is also based at 272 High Holborn, WC1V7EY First floor.
Television Licence Students who are living in halls of residence and who use a TV in their rooms must have their own TV licence. TV licenses can be purchased at most post offices. Students in halls of residence should be aware that frequent inspections are made on our premises for abuse of TV licensing law by the authorities. For further info visit www.tvlicensing.co.uk
Terms & Condition of residence The information contained herein is a guide to living in Brooke Hall. For a full detailed list of your actual contractual obligations please refer to your tenancy agreement. It is important you understand what these are as any breach of these obligations could result in disciplinary action being taken against you.
S-U Transport Brooke Hall is in Travel Zone 2. The nearest tube station is Oval which is on the Northern Line. The nearest train station is Loughborough Junction or Denmark Hill. The following buses run past the hall: - The P5 stops right outside the gates on its way back from the Elephant and Castle. - Buses 36, 185 and 436 run along Camberwell New Road up to Oval or Victoria and beyond. Other bus routes operate from Camberwell Green going up towards the Elephant and Castle and into Central London. For more detailed journey planning go to www.tfl.gov.uk
Useful Telephone Numbers Directory Enquiries: 118 118 Emergency Services (police, fire and ambulance): 999 or 112. Airports Heathrow: 0870 0000 123 Gatwick: 0870 0002 468 Stansted: 0870 0000 303 Luton: 01582 405 100 London Travel Information: 020 7222 1234. Train Information: 08457 484950 Eurostar Train Information: 08705 186 186 National Express Coaches: 08705 808080 Victoria Coach Station: 020 7730 3466 Samaritans: 0845 790 9090 National Drugs Help Line: 0800 77 66 00
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{ A - Z I N F O R M AT I O N } Vermin Please do not throw food out of windows or leave bags of rubbish lying around. Food and rubbish left lying around often attracts mice, rats, squirrels, birds, flies, etc. If you do experience or see any vermin in the accommodation then please report this to site team immediately. UAL has a contract in place with a professional pest control company. Upon notification of a sighting we will respond immediately and call in the contractors. We aim to get our contractors on site within 48hrs of the first report (if not sooner). We will then follow the recommendations given to us by the pest control contractors and rectification times may vary according to the nature of the problem. You will be kept up to date with progress and we expect that you will follow all instructions given to you to help us eliminate the problem.
Visitors and Overnight Guests If your guest(s) is not planning on staying overnight then they are required to leave the hall no later than midnight. Overnight guests may stay for a maximum of 3 nights within any 14-day period in your study bedroom. Any overnight guest should be signed in at the main site office.
What should I bring with Me? You can buy most of the things you will need once you arrive. However, if you want to come prepared here is a list of things you may want to consider purchasing: - Pillow, Duvet, bed linen and towels, - Cooking utensils including pots and pans. - Crockery, cutlery and glasses - Dustbin bags and toilet paper - Washing up liquid, tea towels, pan scourers etc. - TV / Radio / CD player
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V-Y continue.... Please do not bring any additional furniture as it may not comply with current fire regulations.
Windows Restrictors are fitted to all windows and must not be tampered with or removed. If you are unsure of how to open and close the window then speak with a member of the site team who will be happy to assist. If any part of the window restrictor is found to have been tampered with or removed the resident(s) responsible will be charged for the repair or replacement of the broken items.
Your Social Programme Your Social Programme is what you want it to be and all about you getting to know your new friends and flatmates in safe and fun environment. At Brooke Hall you will get to know your very own Wardens who also live at site and who will be responsible for helping you settle in to your new home during those first difficult few weeks and also for arranging a calendar of social events and activities that you may want to get involved with.
Thanks for taking time to read this information and we hope it has provided the answers to your questions about living at Brooke Hall. For further information refer to University’s website www.arts.ac.uk/housing and please do not forget to read your tenancy and tenancy regulations. All information is correct to the best of our knowledge at the time of printing.