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UNIVERSITY STUDENT HOMES

TENANTS HANDBOOK

CONTENTS An Introduction to University Student Homes

Contact us Web: studenthomes.london.ac.uk Email: student.homes@london.ac.uk Tel: 0207 664 4836 Address: ULHS, 4th Floor Student Central, 2 Malet Street, London, WC1E 7HY

Tenants Handbook

Money Matters: Let’s Talk Finances

Deposits

Meet the Team

Making Rent Payments

Student Homes Property Managers

Missed or Late Payments

Student Homes Development Manager

Financial Hardship

Finance Staff

5 The End of Your Tenancy

Moving In

Staying On

Key Collection

Preview Fortnight

The Property on Arrival

Moving Out

A Final Word of Wisdom

Living in the Property

Routine End of Tenancy Inspection

Property Inspections

Deposit Returns

Reporting Repairs

Deposit Deductions

Prioritising Repairs

Complaints Procedure

Lost Keys

11 Useful Websites and Phone Numbers

Trouble Shooting

Instruction Manuals

Trouble Shooting Guides

Your Responsibilities

Tenancy Agreements – What Did You Sign?

Contents Insurance

Security

Cleaning

Rubbish and Recycling

Heating

Energy Conservation

Fire Safety

Love Thy Neighbour…

Leaving Your Property

Looking to End Your Tenancy Early

Tenants Handbook

AN INTRODUCTION TO

UNIVERSITY STUDENT HOMES University Student Homes is run from the University of London’s Housing Services department and works to provide good quality homes in the private rented sector for full-time students. Student Homes is a head lease scheme, in simple terms the University rents properties from private property owners and then, with the owners’ consent, rents those properties to University of London students. When you rent from Student Homes the University of London is your landlord. All Student Homes properties conform to the Student Accommodation Code (SAC Code), for University managed student accommodation. Find out more: www.thesac.org.uk

Tenants Handbook

Student Homes aim to offer a home away from home for the students who live in our accommodation. The service was devised and began operating as a means of offering students in London accommodation in traditional shared student houses and flats, but with the added peace of mind of the University being

MEET THE TEAM

SOME OF THE STAFF YOU’RE LIKELY TO INTERACT WITH DURING YOUR STAY WITH STUDENT HOMES

Student Homes Property Managers As a tenant you will have a dedicated property manager who takes overall responsibility for the property you live in, and who will assist you with any matters that arise during your tenancy. Details of the property manager who manages your Student Home will be included in the welcome folder you receive when you collect your keys.

Student Homes Development Manager William works with the Student Homes property managers; he is responsible for sourcing additional properties for the Student Homes scheme in order that the service can continue to grow, and we can offer more Student Homes to University of London students.

Finance Staff The finance staff are the team you’ll speak to regarding your rent. If you have any rent queries, questions about making payments, or in the event that you experience any financial difficulties which will result in your rent being paid late, you should get in touch with finance. Student Homes’ staff work closely with the finance team to provide additional support to tenants, if you’re unsure who you should contact let your property manager know and they will assist you.

their landlord. This was in response to comments made in a large housing survey the University carried out with students in London in 2012: the service was established with student’s welfare in mind. More generally: The University of London is an exempt charity in England and Wales.

Tenants Handbook

MOVING IN CHECKLIST Inventory

MOVING IN

Check your inventory against the property.

Key Collection Your keys will be available for you to collect on the day that your tenancy begins from the Housing Services office from 11am. Please bear in mind the following: > You should bring some ID with you when you visit the office to collect your keys: your student card, a passport, or a driving licence. > You will be asked to make your first rent payment before your keys are issued to you – rent is due from the date that your tenancy begins. > If you want to collect your keys outside of the Housing Services office hours get in touch with the Student Homes team so alternative arrangements can be made for you. If you would like someone to collect your keys on your behalf this can be arranged, please contact the Student Homes team who will advise you further. When you collect your keys you will also receive a welcome folder, this contains information about the member of staff who manages your property, about the out of hours assistance that is in place for you, a copy of your tenancy agreement, details of the contents insurance that is provided for you, and much more. Please take the time to read this information.

You can collect your keys from Housing Services during normal opening hours, these are: Monday to Friday: 10am – 5pm, the office opens at 11am each Tuesday. Saturday’s (In September Only): 10am – 2pm

Tenants Handbook

Sign and return your inventory to Student Homes within 2 weeks.

Find out when yours is collected, what you can recycle, and how to order replacement recycling and food waste bags here: www.gov.uk/rubbish-collection-day

Utilities

Fire Safety

If bills aren’t included within the rent you pay at your property you need to do the following:

> Identify your means of escape in the event that there were to be a fire and ensure you keep this escape route clear throughout your tenancy.

Make any comments if you disagree or if something is listed incorrectly.

Thank you for choosing Student Homes! We look forward to working with you and to getting to know you over the course of your tenancy with us. We want you to be able to regard your chosen property as your home while you’re in London. For this reason, we work to respect your privacy while also ensuring that you’re okay and that the property you live in is well maintained by undertaking inspections a few times each year. You’ll always be notified of any visits that we, or any others, intend to make to your property.

The Property on Arrival All Student Homes properties are professionally cleaned prior to each new tenancy commencing. Staff also check each property to ensure everything is in order and ready for your tenancy to begin. If when you arrive at your property you are unhappy for any reason let us know straight away. While the team work very hard to ensure every tenancy begins positively if we’ve missed something we’d like to put it right for you. Just prior to your tenancy beginning an inventory was produced for you by an independent inventory clerk. The inventory records the condition of the property and all of its contents, and contains photographs and notes of any existing damage – for instance burns on carpets, or stains on walls. You should check the inventory that you have been provided with during the first fortnight of your tenancy, and along with your housemates sign and return it to Student Homes, along with any comments (should you want to make any). We will then discuss any comments that may have been made and once an agreement has been reached Student Homes shall countersign your inventory. Blue Folder: We provide a blue folder in each property which contains information that we hope you’ll find helpful throughout your tenancy. You’ll find guides for the appliances in your property, details about your out of hours support, a copy of your fire safety notice, the gas safety certificate for the property, and much more. The blue folder will be in the kitchen ready for your arrival: please keep it somewhere accessible should you need to refer to it during your tenancy.

Rubbish and Recycling

Take your gas, electricity, and water (if applicable), meter readings on the day you move in: the meter locations are detailed in your inventory. Set up accounts for the gas, electricity, and water in all tenants’ names. The following details will enable you to find out who currently supplies your property so you can get your accounts set up. 1. Gas Meter Helpline: 0870 608 1524 2. Electricity Meter Helpline: 0845 601 5467 You can also find out who your electricity supplier is online: www.ukpowernetworks.co.uk/internet/en/ help-and-advice/who-is-my-supplier 3. Thames Water (provider for all of London): 0800 980 8800 ou can set up your water account online if you’d prefer: Y www.thameswater.co.uk/My-Account/Moving-home/ Tell-us-your-moving/Moving-Home-Form

> Familiarise yourself with the Fire Safety Notice that is in your property, a copy of this can also be found in your blue folder, and in your welcome folder.

Contents Insurance > Contents Insurance is included for you when you rent from University Student Homes. This is to cover your belongings while you live with us. Check the insurance information carefully and contact Endsleigh if you need to extend the cover to include a bike, items while outside of your bedroom, or any high value items: the extension cost can be paid on a per month basis. Find out more: www.studenthomes.london.ac.uk/ moving-0

TOP TIP If you’re living in a larger shared property and don’t want the hassle of managing the accounts and collecting money from each tenant, you could opt to have your utility bills taken care of by a company such as Glide. We have brochures in the office, or you can have a look at the Glide website for more information: www.glide.co.uk/ why-glide Tenants Handbook

LIVING IN THE PROPERTY

Council Tax

TV Licencing

As a full time student you are exempt from paying council tax from the date your course starts until the date that it ends. You’re likely to receive a form through from the council during your tenancy which you should complete and return to them – you will then receive a bill from the council showing the tax owing as £0 and your student exemptions as having been applied.

If you watch or record TV as it’s being broadcast live you will need a TV licence. From 1st September 2016 you will also need a TV licence if you watch TV programmes on the BBC iPlayer catch up service. Getting caught without a TV licence means you could face prosecution and a fine of up to £1000, so if you should have a licence it’s a good idea to get one. A TV licence costs £145.50 and lasts for one year. You can find out more here: www.tvlicensing.co.uk/

In order to help you out with registering your council tax exemption – we will email you once you’ve had chance to settle into your property, and get into the swing of things at your College or University, to request that you send us a copy of your student exemption/enrolment certificate. We’ll then register your exemption with the council if you haven’t done so already.

Property Inspections

Reporting Repairs

Student Homes’ staff will inspect your property about three times a year, if there are problems there may be cause for further visits to be made. We will always write to you when we’ve scheduled an inspection at your property, you’re welcome to stay in for the inspection if you’d like to, staff will also have keys so the inspection can go ahead if you’re out at the time of the visit.

So we’re able to deal with your repair quickly and as necessary please provide us with as much detail as possible. ‘The washing machine is broken’ doesn’t enable us to help as we don’t know the nature of the problem. ‘The washing machine isn’t draining and the door won’t open even though the cycle has finished’ – is more helpful and enables us to respond and organise the repair, without having to contact you first to get further information.

The inspection covers a range of checks to ensure everything in your property is in good working order and that you’re taking care of the property as we’d expect. In the event that a property is found to be in an unacceptable condition when a member of staff visits a re-inspection will be necessary. If no improvement has been made when staff return to the property you could face costs for this being put right i.e. the cost of a professional clean if you are not keeping the property clean yourselves. Your property manager will keep your information of the inspection outcome and will provide any other details you may require.

You can report repairs to us: In person: at the Student Homes office: Student Homes, 4th Floor, Housing Services, Student Central, Malet Street, Bloomsbury, WC1E 7HY By phone: 020 7664 486 By email: student.homes@london.ac.uk or by emailing your property manager directly If you need to contact us about an emergency repair – a serious leak, a boiler breakdown in Winter etc., please call through these repairs so they can be actioned straight away.

If you rent an individual room within a shared property, each bedroom should have its own TV licence. If you rent a whole property as a group then one TV licence should cover the whole property.

In some instances you may be liable for council tax for a period of time. If your tenancy begins before your study officially does you’ll need to pay the council tax for the period that you aren’t classed as a student. Equally, if your study finishes before your tenancy does you’ll be liable for council tax from the date your study finishes until the date your tenancy officially ends.

Tenants Handbook

Prioritising Repairs Student Homes have a priority system for repairs which is intended as a guide so that all parties have the same understanding of how repairs should be approached. Inevitably, some repairs are more complex than others so while the initial visit by a contractor will be arranged as soon as practicable, if return visits are required following new parts having been sourced, or for another engineer to carry out work, this is acceptable. We will keep you informed as to who you can expect to visit and when.

Priority One Repairs (Urgent Repairs) A repair that requires urgent attention, in order to avoid danger to health, risk to the safety of tenants, or which has the potential to cause significant damage to the property or tenants belongings if not promptly addressed. E.g. boiler’s breaking down (particularly in Winter), the gas supply being cut off, a serious leak through a roof or ceiling, a property requiring securing following a break in/attempted break in. We will aim to have a contractor with you within 24 hours of learning of the problem.

Priority Two Repairs (Inconvenient Issues) A repair which is inconvenient and will affect the comfort or convenience of tenants, which while not immediately pressing should be dealt with promptly. E.g. a shower requiring work (where there are more than one in the property, or where a bath is available instead), a pest issue, or a small leak through the roof or a crack in a window. We will aim to have a contractor with you within 5 working days of learning of the problem.

Priority Three Repairs (Day to Day Repairs – Not Urgent or Inconvenient) Non urgent day to day repairs. E.g. replacing gutters, replacing windows, improvements in the property – fitting a suited lock system, replacing door handles. Remedial works that tenants may not request, but that are necessary to ensure the property is well maintained i.e. resealing behind a sink, and so forth. We will aim to have these issues addressed within 28 days of learning of, or finding, the problem.

Repairs that Tenants are Responsible For Before you let us know about an issue in your property please check the information below to make sure it isn’t something that you are responsible for and can easily solve yourself. As a tenant you are responsible for: > Replacing any light bulbs (for higher light fittings use a stable chair and ask a housemate to hold it while you carefully replace the bulb)

Tenants Handbook

> Unblocking sinks and drains by using a de-blocking product that you can buy cheaply at the supermarket. If a plunger is provided you should also use this. > Resetting trip switches if an appliance causes the electrics to trip. > For the cost of any remedial work that may be required as a result of damage (accidental or purposeful) to the property you live in or furnishings; and for the costs of any contractors visits where it’s found that there isn’t a fault, or that you could easily have remedied the problem yourself i.e. reset the fuse board if the electrics trip etc. > Paying for replacement keys or fobs. If you lose your key you should visit the Housing Services Reception to borrow a key, or to buy a replacement key. You can also buy a replacement fob. You can borrow a key free of charge for 7 days if you think you have misplaced your key to allow you time to look for your original key.

LOST KEYS If you lose your keys during office hours please contact Student Homes to arrange to borrow another set: 020 7664 4836

Out of Hours Support Emergency repairs are repairs that are required to avoid a danger to health, a risk to safety, or serious damage to buildings, and which need immediate attention. Emergency scenarios would include: > A gas or carbon monoxide leak > A fire > A flood affecting the inside of the property (a burst pipe for instance) > A property in need of securing following a burglary or broken window > A total boiler break down (during winter) During office hours you should report emergency repairs immediately to the Student Homes team in person, or by phone: 020 7664 4836 (Monday – Friday 10am – 5.00pm, Tuesday 11am – 5pm). Please do not email through emergency issues. Outside of office hours emergency issues should be called through to the Out of Hours security team on: 020 7307 4000 If you cannot reach the Out of Hours team using this number please call: 07973 665 625 You need to state that you are a University Student Homes tenant, provide your full address, contact number and details of the problem that you are experiencing. If the issue requires immediate attention the member of staff you speak to will arrange for a contractor to visit for you. We have arranged for this Out of Hours service to be in place for emergency use only, Student Homes reserve the right to pass costs that are incurred onto tenants if the service is misused.

You can borrow a key free of charge for 7 days if you think you have misplaced your key to allow you time to look for your original key. If you have lost your keys and cannot find them please be aware that you will be charged for the replacement set you are issued with. If you lose your keys outside of office hours and are unable to access your property or bedroom through your housemates, we have arranged for you to be able to borrow keys outside of our office hours from College Hall:

College Hall is over the road from Student Central. If you stand with your back to Student Central and look across the road to the left you’ll see College Hall. The reception is open 24 hours, please call ahead of your visit so the receptionist can prepare your keys for you. You’ll need to bring photo ID with you when you visit. You will need to visit College Hall to borrow a set of keys, at this point in time we’re unable to bring them to you at your property.

College Hall, Malet Street, Bloomsbury, London, WC1E 7HZ. Tel: 020 7307 4000 Tenants Handbook

TROUBLESHOOTING

YOUR RESPONSIBILITIES Tenancy Agreements: What Did You Sign?

Contents Insurance

Student Homes offer two types of basic tenancy agreement, a copy of your tenancy agreement was included in your welcome folder (you received this when you collected your keys), and was also sent to you electronically when you completed your application.

University of London Student Homes is working in partnership with Endsleigh, the No. 1 student insurance provider, to provide some cover for the contents inside your room. You don’t need to do anything to activate this cover, but it is important for you to check and ensure that you fully understand the protection provided and whether it is sufficient for your needs.

Joint Agreements

Instruction Manuals

Troubleshooting Guides

Not sure how the washing machine settings operate? How to use the boiler and heating controls? Student Homes provide manuals for the appliances in your home in the blue folder that we left in the kitchen at the start of your tenancy, and have electronic copies available on the Student Homes website. Have a look under the Current Tenants section of the site to find out more.

There are also troubleshooting guides available on the Current Tenants section of the website. Often when you encounter problems in your home, you can make some basic checks and easily resolve the problem yourself. I.e. if the power suddenly goes off a switch may have tripped on your fuse board – you can easily reset this to restore the power to the property. Online you can find guides to help with the following – or you can contact your property manager for more details: > No Heating or Hot Water > Loss of Electricity > Condensation and Mould > Vacuum Cleaner Problems > Fire Alarm Systems

If you have rented a Student Homes property from us with a group of friends it is likely that you signed a joint tenancy agreement. As joint tenants you have exclusive access of the whole property, it also means that you’re jointly liable for the full rent and the full cost of any damage to the property. It gives you more control over your tenancy too – if one tenant no longer wants to live at the property, for some reason, you will need to approve any replacement tenants that are proposed as you’ll all need to sign a new joint tenancy together.

Individual Agreements If you have rented one room within a shared flat or house with us it’s likely that you signed an individual tenancy agreement. As an individual tenant you have exclusive access to your bedroom, and joint responsibility for the communal areas with your housemates. If one of your housemates doesn’t pay their rent it won’t affect you, if a housemate causes damage in their bedroom it won’t affect you. You are all jointly responsible for the utility bills and the communal areas. If a tenant wants to leave you won’t have any influence over who joins you as a replacement tenant in the property.

> Blocked Drains > Defrosting Your Freezer

Tenants Handbook

If you can’t find your tenancy agreement or have any questions about it please contact your property manager so they can assist you.

Your contents. Covered.

Visit www.endsleigh.co.uk/personal/home-insurance/ your-student-cover/?HHRef=HH1410 to: > Check your level of cover > Review key exclusions and limitations > Check your policy excess > Learn how to make a claim > Extend and personalise your cover to protect laptops, phones and other valuables Endsleigh knows that life can grind to a halt without your possessions, so it is worth spending a few minutes to establish whether the things that matter to you most are protected both inside and outside your room. They are the only insurance provider recommended by NUS and have been shaping their products and services around their customers’ needs for over 50 years. Developing products built for students, Endsleigh understands that protecting and replacing gadgets quickly is hugely important to students; that’s why they will replace any lost, stolen or unrepairable gadgets within 24 hours of your claim being approved. Their cover can protect gadgets, watches, bikes and musical instruments under one policy – giving you the flexibility to build your cover to protect the things that matter to you most.

Tenants Handbook

Security It is in your interests and is your responsibility to take simple steps to ensure your home is secure while you are a resident of it. > On leaving the property always make sure all windows and doors are securely locked. > If you have a burglar alarm use it. > If you’re out a lot and the property may appear obviously empty, invest in some timers so you can have lamps turn on automatically at night, or a radio come on. A property that appears occupied is a less likely target for opportunistic burglars. > Keep valuables out of sight when you’re out. If you’re going home or elsewhere for a period take your valuables with you, or put them away and ensure they aren’t visible.

Cleaning You should clean your home regularly to ensure it’s a pleasant place for you to live and because it’s a requirement of your tenancy for you to look after the property. Problems can also arise due to poor care and unhygienic conditions, if you don’t want to be sharing your home with pests and vermin keeping it clean is a great start!

Cleaning Tips Vacuuming – It’s been provided so you can keep carpets and flooring clean. Take care of your vacuum by emptying it regularly and not hoovering up large items that could damage it (coins, kirby grips, bottle tops). If the vacuum isn’t sucking dirt up properly, or doesn’t seem to be working as it should do, please check it doesn’t need emptying and check the pipework for blockages before contacting your Property Manager.

TOP TIP Stained carpets are one of the most common things we have to deposit deduct for. Avoid facing a deposit deduction by cleaning up after any spillages as soon as they occur. Worktops and Tables – Spray and wipe down as you go, or agree and create a cleaning rota. Cooker – wipe it down after use, grease and dirt that builds up is harder to remove and can cause damage to the surface of the appliance. A heavy build-up of grease or dirt can also increase the risk of a fire: something you should be sure to avoid. 14

Tenants Handbook

Fridges and Freezers – It’s good practice to go through the fridge every now and again to throw away any forgotten expired items and to clean up after any leaks of spillages. There is a small drain at the back of the fridge that may become blocked by food and cause water to pool at the bottom of the fridge, make sure you keep this clear. If the freezer is getting very icy, and it’s hard to pull the drawers out it’s time to defrost it. See the trouble shooting guide on the current tenants section of the Student Homes website for help. Extractor Hoods – It’s there to keep you ‘cool when you cook’ it also collects a lot of grease and fat over time. This does pose a fire risk, get into the habit of giving the underside of the extractor hood a clean down regularly. Bathrooms and Toilets – Get into the habit of bleaching the toilet, or using a suitable toilet cleaner, every week. Every month clean down any tiled areas and the shower cubicle or bath. Heavily stained toilet bowls are a common, and very easily avoided, deposit deduction that the team have to make.

TOP TIP No-one likes a mouldy bathroom. Period. Keep yours mould free by using any provided extractor fans and by ventilating and heating. Open the window after you’ve showered, make sure you’ve got the heating on in winter. If mould does form clean it down using a mould spray or warm soapy water. Contact your property manager if it’s becoming a problem.

Rubbish and Recycling Find out when yours is collected, what you can recycle, and how to order replacement recycling and food waste bags here: www.gov.uk/rubbishcollection-day Take the rubbish out when the bin is full, give the bin a clean when it needs it.

Heating

There are boiler, thermostat, and heating control guides on the Student Homes website. If you’re from warmer climates and more used to using air conditioning than central heating (lucky you!), there’s a more general heating guide on the website too.

Energy Conservation Unless you’ve got an unlimited budget it’s unwise to leave your heating on constant all day and night. Save money and heat your home more greenly:

Keep your home and your self healthy by heating your property: the heating system is there for you to use so make sure you do.

> Set your thermostat between 18 °C – 21°C. Turning down your thermostat by 1°C could save you as much as 5 – 10% off your gas bill. If 21°C feels comfortable, see what 20°C feels like.

Most properties have a boiler which can be set to turn the heating on and off at certain times or which you can instruct, through a thermostat, to keep the property at a constant temperature i.e. 20°C to ensure you remain warm and the property remains in good condition.

> If you’re using the timer to heat you home set it so it comes on 15 – 30 minutes before you get up in the morning so your home is warm when you wake up. Turn the heating off 30 minutes before you leave the house or go to bed, the house will stay warm until you leave or while you go to sleep due to the heat that has already built up.

In some properties you will see TRV’S (thermostatic radiator valves) on the side of the radiators. This means you can adjust the temperature of each radiator. Please note: these are not present in all properties. Some Student Homes properties don’t have any gas supply meaning you’re more likely to have electric wall heaters. You can generally set these individually by using the controls on the side of the heater. Whatever type of heating system you have in your property as winter approaches and the temperature drops, familiarise yourself with your heating system and start using it.

> Dress for the season. It may sound obvious, but wrap up when it’s cold. Turn the thermostat down a degree or two and don your jumper and slippers instead. > Keep doors closed if you want to keep rooms warmer, it stops the heat escaping so easily. > Drafts: If you can feel a draught try and stop it – close the letter box protector, make sure the windows are fully shut, close your curtains when it gets dark. If you discover a draught that you can’t block let your property manager know. > On a more general note if you’re not using it turn it off. Lights, the radio, the TV, laptops, chargers – you name it, if it’s plugged in and not in use turn it off. Tenants Handbook

Fire Safety Fire Safety Equipment Within your home you’ll find a fire blanket wall-mounted in the kitchen, there will be a fire door that operates on a self-closing device on the kitchen (in larger properties on bedrooms and other doors too), as well as a mains hard wired or zoned fire alarm system. These measures are in place to protect you in the event that a fire breaks out in your home. Help us to ensure that you remain safe from the risk of a fire by observing the following: 1. Do not prop open fire doors. This can damage doors by preventing them from closing properly, when they aren’t propped open, it also defeats the point of the doors being in place. Fire doors provide 30 minutes of protection to a room or escape route if a fire breaks out. If it’s propped open it provides none. 2. Test your alarms. Unless you have a zoned fire alarm panel in your property, get into the habit of testing the alarms on a monthly basis and reporting any problems to the Student Homes team. Simply press the test/reset button on one of the alarms. Use a chair (without wheels), or a stepladder to do this safely. 3. Keep the escape route clear. If a fire were to break out in your home you need to be able to get out quickly and safely. Don’t store bikes in the hallway by the front door, don’t keep belongings piled up in the hallway: keep it clear so you can get out easily should you need to.

4. Familiarise yourself with the In The Event of a Fire notice that is up in your property and which was included in your welcome folder. This notice tells you what to do if you discover a fire, if you hear the alarms go off but there is no fire, and how to deal with false alarms if there is no fire but the alarms are sounding. 5. Smoking. All Student Homes’ properties are no smoking properties. It is illegal to smoke in a shared property in the UK and increases the risk of a fire breaking out in your home. So smokers, it’s outside only please. 6. Don’t leave anything burning – incense, candles, your dinner. If it’s on a hob or has been lit using a flame don’t leave the room if it’s still on. 7. Don’t overload plug sockets, stick to one plug per socket. If you don’t think your room has enough plug sockets let us know. Be careful with trailing wires and don’t leave electrical items charging on soft furnishing i.e. your laptop on your bed. 8. The Furniture and Furnishings (Fire Safety) Regulations 1988 (as amended in 1989, 1993 and 2010) set levels of fire resistance for domestic upholstered furniture, furnishings and other products containing upholstery. Essentially, the furniture provided in your Student Home doesn’t pose a risk to you in the event of a fire as it meets the required levels of fire resistance that the above act sets out. Please don’t introduce furniture into the property if it might not be of the required resistance. If you feel something is missing in your room that should be added contact your property manager who can look into this for you.

TOP TIP If you hear an alarm beeping intermittently it’s likely that the back-up battery needs replacing. Hard wired alarms contain a back-up battery so the system remains up and running if there is a power failure in your home. You should be able to easily replace the battery yourself. Check what the battery type is, buy a new one, remove the old battery and fit the replacement. If you have any problems doing this contact your property manager.

Tenants Handbook

Love Thy Neighbour… It’s likely, particularly in London, that you’ll be living in close proximity to a number of other residents. Treat them as you’d like to be treated and everything should go smoothly… you may even make yourself a neighbourly friend or two. When you move in introduce yourself to your neighbours, or simply say hello when you see them. If your neighbours know you they are more likely to be there for you if you have any problems they may be able to help with. Neighbours can also be great when it comes to security, there’s no-one better placed to keep an eye on your home than someone who lives next door. Parties: If you’ve planned a gathering or celebration at your home let your neighbours know. Tell them when the party will be and discuss a time that the noise will stop – the law states that this should be no later than 11pm. If you’re friendly with your neighbours ask them if they’d like to come? Consider when you hold parties too. Your schedule may mean a midweek party is a possibility, if you’re living next to young families or professionals they’re unlikely to appreciate much noise midweek: noise causes more complaints than any other issue. Clean up after yourself: don’t leave rubbish outside your front door, if you have a garden keep it clean and free of litter. Do your bit to keep the street clean too. Though the points above are very simple, they really do make a world of difference. We hope you get on with your neighbours and enjoy being part of the community you have moved into.

Leaving Your Property If you’ll be leaving your Student Home during your tenancy for more than 14 days and no other housemates will be at home please let us know. We can then make sure you receive any advice you may need to ensure the property is secure and that the heating is set sufficiently etc.

Looking to End Your Tenancy Early Although you’ve signed a fixed term agreement with us we appreciate your circumstances may change sometimes and are here to help if you’re unhappy or if you want to explore the possibility of moving out early. While it’s important that you’re aware that in the majority of cases we can’t just end your tenancy early for you, we will try and help out in a number of ways. We offer our tenants the chance to: Swap Rooms: if you’re unhappy in your property because you’re not getting on with your housemates, or because you’re finding the environment a distraction from your studies we’ll offer you the chance to view other properties and rooms that you’re eligible for. If you’d like to know what rooms you might consider swapping into get in touch with your property manager so they can help. Please note: this is subject to availability. Reassign a Tenancy: If you want to leave your tenancy early because you’ve finished your final assignments and want to travel or move home we’ll help you to try and find a suitable student to take over the rest of your tenancy. If you manage to find such a student you can be released from your obligations to us and from your responsibility for your room. We can do this up to 5 weeks before your tenancy is due to end and will send you details that are specific to your room if you contact us. In our experience the tenants who find a suitable student to take over their tenancy through a reassignment are the tenants who are being most proactive in terms of marketing their room. We’ll give you advice as to how you can maximise the exposure of your room to give yourself the best chance of finding a replacement tenant. Please Note: While we are happy to try and help you if you do want to end your tenancy early we cannot guarantee that a suitable student will come along to take over your tenancy. While we will advise you and assist you, it is ultimately your responsibility to find a replacement tenant. If you don’t manage to do so you will remain liable for your room and rent until the tenancy officially ends. Tenants Handbook

MONEY MATTERS LET’S TALK FINANCES

Deposits As part of the University of London, Student Homes aren’t required to protect student’s deposits in a deposit protection scheme. We hold your deposits until the end of your tenancy and after we’ve checked that everything is as it should be in your property arrange for it to be returned to you. There is information on the Deposit Protection Service website that confirms that we are exempt from the requirement to protect student’s deposits: www.depositprotection.com/legislation

Making Rent Payments The rent that you need to pay during your tenancy is set out on your rent schedule. You were sent a copy with your tenancy agreement when you applied for your room. If you’d like another copy sending to you contact the Student Homes team so they can assist you. Your rent is due on the 1st of each month unless you opt to pay otherwise. You can find out about other payment options by logging into the online e-payment site: www.epay.london.ac.uk/open To log in you will need your Student ID (tenant reference) which is detailed on your rent statement. Payment of rent can be made in the following ways: > Online at www.epay.london.ac.uk/open > By Phone: 0207862 5772 > Or by bank transfer When paying online, you are able to set up a payment plan that will automatically take payments on either a monthly or termly basis. You can also log in and make payments manually before each rent due date.

Tenants Handbook

When paying over the phone, we accept most major credit and debit cards. Please note that we do not accept American Express, cash or cheques. When paying via bank transfer, you must use the bank details supplied to you by the University. If you don’t have these you can request them by contacting the Financial Services Property Team on: AHD.Finance@ london.ac.uk or by calling: 020 7862 5772 When making the transfer you must reference the payment with your surname and Student ID (for example: ICH Smith – 0012345). *Please note: your student ID is not the ID number on your student card, it is your tenant reference number: this is detailed on your rent statement. You must email a remittance (proof of the payment) to AHD.Finance@london.ac.uk and reference the payment clearly with both your surname and Student ID. Failure to reference your payment as above, or to provide a remittance, will likely result in a delay to your payment being received. Please do not attempt to pay your rent via your College payment site as we, Student Homes (the University of London), will not receive the funds.

Missed or Late Payments

Financial Hardship

Student Homes expect tenants to make rent payments on time. Your rent schedule outlines the dates rent is due and the amount due at that time. You should make arrangements to ensure you pay your rent when it is due and in order that you don’t miss any payments.

We understand that sometimes students may suffer financial hardship. It is crucial that you contact us as soon as possible if you find yourself in this position. We can point you in the direction of sources of support you might seek and discuss payment options with you.

Failure to pay your rent on time may result in your arrears being escalated. Members of the Financial Services Property Team and Student Homes team will contact you to advise you what this means and of the implications. Please be aware that failure to pay your rent can eventually result in Student Homes taking legal action to terminate your tenancy, and you being asked to vacate the property. Any legal costs incurred through this process would be passed onto you.

We are also aware that students may be dependent on funding from external sources in order to pay accommodation fees and that there can sometimes be delays in when these funds are received. If this affects your ability to make payments for your accommodation, please email the Financial Services Property Team: AHD.Finance@london.ac.uk

Tenants Handbook

THE END OF YOUR TENANCY Staying On

Moving Out

If you’ll be continuing your full-time studies for the next academic year and are happy in the property that you’re in, or with Student Homes as your landlord, let us know that you’d like to stay on. The benefits of renewing your tenancy are:

If the time has come for us to part ways we’d like your tenancy to end as smoothly as it began. Preparation really is the key to making sure everything goes well when your tenancy finishes.

> Forget the hassle of moving! You can stay where you are.

Reminder

> No new deposit to pay: we’ll roll it over for you. > All of the normal benefits of living in Student Homes accommodation. Please note: we’ll happily renew your tenancy if you’re up to date with your rent and have been looking after the property. Who doesn’t want to keep working with good tenants where possible?

Preview Fortnight If you’ve enjoyed your time with Student Homes, but fancy a change of scenery you can take advantage of a preview fortnight we hold for tenants before our Student Homes are marketed to new students. We begin marketing our properties to new students on the first Friday of May each year, in line with when the annual University of London Housing Fair is held. We’ll be in touch about the preview fortnight in advance of the fair – if you’d like to see some other Student Homes properties let us know and we’ll get a viewing set up for you.

Tenants Handbook

In advance of your tenancy ending (although there is no legal requirement for us to do so), we will send you a notice of termination along with some information and a moving out guide through the post. This is the first stage of the Student Homes’ procedure that brings your tenancy to a close. We do this to draw your attention to your tenancy ending, to advise you what you need to do, and to help you prepare to make sure that you receive your deposit back in full.

Preparations As a household you need to make arrangements to carry out a thorough end of tenancy clean and to remove all belongings from the property. Don’t leave this until the last minute so when you leave the wheelie bins are overflowing and the front garden is full of rubbish – particularly if some tenants will be moving out early. Discuss your tenancy end, make a plan, and stick to it.

MOVING OUT CHECKLIST All belongings removed from property and disposed of correctly Property thoroughly cleaned Replacement of any lightbulbs that have stopped working

A Final Word of Wisdom

Deposit Returns

We’d prefer that you leave your property well and that no deposit deductions have to be made. Quite honestly it creates extra work for us (at what is already a very busy time), and it also puts a bit of a dampener on what we hope will have otherwise been an enjoyable tenancy for you.

Deposits will be returned within 28 days of your tenancy ending. Where administratively possible your deposit will be refunded back to the card from which the payment was originally made. If, due to our service provider, we do not have such card details for your deposit return you will be contacted by the finance team to provide bank details for your deposit refund. Once you have provided these the finance team will process your deposit return by bank transfer.

The most common deposit deductions we have to make – and therefore the things you should make sure you pay attention to are as follows: > A poor cleaning effort generally

Furniture back where it was when you moved in (in the right room)

> The oven having not been cleaned – this includes the oven door

Final meter readings taken and submitted to utility companies with forwarding address for final bills to be issued and accounts closed

> Belongings being left behind (food, furniture, clothes, rubbish, toiletries – if it wasn’t there at the beginning it shouldn’t be there at the end)

Keys returned to the Student Homes office (by 2pm on the last day of your tenancy) Forwarding your post: if anything is due to arrive at the property after you have moved out you need to arrange for it to be re-directed by Royal Mail

> Freezers not having been defrosted

> Stained mattresses > Stained toilet bowls > Us needing to replace light bulbs that aren’t working (this is your responsibility) > Carpet burns > Keys not being returned. If you don’t return your keys there are security implications we have to consider. In order to ensure the property is secure for future tenants, if you fail to return your keys we will need to have the locks replaced and new keys cut. You will be charged for the total cost of this.

Routine End of Tenancy Inspection Upon your tenancy finishing a property manager from the Student Homes team will visit your house or flat to complete a routine end of tenancy inspection. The property manager checks the condition the property has been left in and makes note of anything that has changed since the inventory for your tenancy was produced. The property manager then instructs the finance team to return your deposit, or will contact you if damage has been found.

Delays may be experienced should damages have to be addressed at your property. If this is the case the Student Homes team will be in touch to provide more details and to let you know why there will be a delay. If you owe rent come the end of your tenancy the University will use your deposit to offset any outstanding balance on your account. If your deposit is insufficient to meet the costs reasonably incurred by Student Homes in connection to any breach of your tenancy, or in relation to a non-compliance issue, you will pay the University promptly, on demand, such further sums as shall be reasonably required. Failure to make prompt payment may result in additional legal costs being incurred in the pursuit of your debt.

Deposit Deductions Deposit deductions are generally made either because you owe rent at the end of your tenancy, or because you’ve not left your property well and/or damage has been found. If damage has been found in your bedroom you will be individually responsible for the cost of that damage being put right. It will not affect the deposit return of your housemates, but will likely delay your own. If damage has been found in a communal area of a property, where possible we will always work to pass the cost of putting the damage right onto the student who was responsible for it. We may need your help in working out who caused the damage. In the event that this cannot be determined the cost of the work that is required will be split equally between all tenants. Where deposit deductions have to be made in order that damage to a property can be addressed deposit returns are likely to be delayed. This is while we arrange for the necessary work to be undertaken, and then while we wait to receive an invoice for that work. If your deposit return is going to be delayed for this reason a member of the Student Homes team will write to you and will keep you updated.

Tenants Handbook

Complaints Procedure If a deposit deduction has been proposed that you don’t feel is right or fair, or if you are unhappy with the service you have received from Student Homes you should make a complaint. We aim to provide you with a good quality service, but even in the best run organisations things can go sometimes go wrong. When they do we want to know. This policy outlines how you can get in touch with us when you have a complaint to make and who you should contact when making your complaint.

Who can complain? The complaints procedure is open to everyone who receives a service from University Student Homes.

What can you complain about? You cannot complain to us about our rules or procedures, but you may complain if you feel we have applied them unfairly to your case. You can complain should you feel that our service has been lacking or unsatisfactory.

What should you do first?

3. Stage Three

If you are unhappy with an aspect of our service you should first talk to the member of staff who would usually deal with the matter. The details below indicate whom you should contact first if you have a problem.

If you are not satisfied with William Walker’s response you should then email or write to the Deputy Head of Housing Services, Joanne Cluskey.

Who to Contact First: In the first instance you should address your complaint to your allocated property manager. You need to make your complaint in writing (email is fine).

What if I remain unhappy? If you are unhappy with the property manager’s response you can then make a complaint using the formal procedure. You will need to make your complaint in writing (email is fine), and follow the escalation process: if you miss a stage you will be referred back to the member of staff who you should have contacted in the first instance.

Formal Complaints Process 1. Stage One Email or write to your Student Homes Property Manager if you haven’t already. 2. Stage Two If you are not satisfied with your Property Manager’s response you should escalate your complaint by emailing or writing to the Student Homes Development Manager, William Walker. Email: william.walker@london.ac.uk

Email: joanne.cluskey@london.ac.uk The procedure detailed above completes the University’s consideration of a student’s complaint within Student Homes’ accommodation. Attention is however drawn to the Office of the Independent Adjudicator for Higher Education (OIAHE). The OIAHE provides an independent scheme for the review of student complaints about a final decision of a University’s disciplinary or complaints appeal body. Full details of the OIAHE and how to make a complaint are available from the Academic Registrar of the University or on the website of the OIAHE www.oiahe.org.uk. The postal address is: Office of the Independent Adjudicator for Higher Education, Fifth Floor, Thames Tower, Station Road, Reading, RG1 1LX.

USEFUL WEBSITES AND PHONE NUMBERS University of London Student Homes Tel: 020 7664 4836 Student Homes Out of Hours Service Tel: 020 7307 4000 or 07973 665 625 (24 hours) Financial Services Property Team Tel: 020 7862 5772 University of London Housing Services: Tel: 020 7862 8880

To Report a Crime, Medical Emergency or Fire Police, Ambulance, Fire Brigade (Emergency) 999 (24 hours) Police (Non-Emergency) 101 (24 hours) Suspected Gas or Carbon Monoxide Leaks – National Grid Tel: 0800 111 999 (24 hours)

Welfare Services Samaritans Tel: 116 123 (Free Number – 24 hours) Web: www.samaritans.org Nightline Tel: 020 7631 0101 (6pm – 8am during term time, students there for students) Web: www.nightline.org.uk Text: 07717 989 900

Web: www.housing.lon.ac.uk

NUS (National Union of Students) Web: www.nus.org.uk/en/studentsunions

Email: housing@london.ac.uk

Tel: 0845 5210 262

Telephone: 0118 959 9813.

Other Services

Contents Insurance

You.Gov (Government Website) www.gov.uk

Endsleigh Tel: 0333 234 1688 (Claims Team)

Find Your Local Council: www.gov.uk/find-local-council

Tel: 0333 234 1555 (For Questions)

Thames Water: www.thameswater.co.uk

Web: www.endsleigh.co.uk/personal/ home-insurance/your-studentcover/?HHRef=HH1410

Find a Local Doctors Surgery: www.nhs.uk/Service-Search/GP/ LocationSearch/4 Find a Local Dentists Surgery: www.nhs.uk/Service-Search/Dentists/ LocationSearch/3 Find A&E (Accident and Emergency) Services: www.nhs.uk/Service-Search/ Accident%20and%20emergency%20 services/LocationSearch/428

Tenants Handbook

ÂŠ University of London 2017

Web: studenthomes.london.ac.uk Email: student.homes@london.ac.uk Tel: 0207 664 4836 Address: ULHS, 4th Floor Student Central, 2 Malet Street, London, WC1E 7HY

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