LIVING IN ACCOMMODATION AT QUEEN S

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1 Queen s Accommodation and Hospitality LIVING IN ACCOMMODATION AT QUEEN S

2 Introduction Welcome 1 What we do 2 Your accommodation contract The contract explained 5 The fine print; 13 (what to expect from us and what we expect from you) A Z When you arrive What we provide 27 What you may want to provide 29 Living at Queen s Essential information you need 33 to know. A Z Residential Life Team and support What the RL team do 58 Treehouse facilities and services 60 Where to find support on campus 62 Campus catering Queen s Easy Pay 65 Where to eat at Queen s 65 Contacts 67 Glossary 71 Campus Map 74

3 Welcome to Queen s I would like to wish you a very warm welcome to Queen s and to our accommodation whether you are a new or returning student. Living away from home can be an exciting and challenging experience as you enjoy your new life at University and we aim to provide you with a living environment that will complement your academic studies. You are part of a residential community of over 2000 students who get the benefit of living at the heart of the University, whilst making new friendships with people from all over the world that will last a lifetime. We know you have a lot of information to read and, therefore, we would ask that you take time to read the information in this Living in Accommodation brochure carefully. Why? Because you need to understand the nature of the contract you have with the University, including the Do s and Don ts of living in Student Accommodation and the behaviour that is expected of you as a student at Queen s University Belfast. This booklet also has information on things such as personal security, health and safety and the welfare services available to you, as well as what you should bring to your accommodation when you arrive for the first time. If you have any queries about any aspect of this information, please contact us via the Accommodation Office. All contact details are on pages 2 and 3. I really hope that you have great year, make friends and memories that will last a lifetime and excel in your chosen academic path. Our team of staff are on hand to help in any way we can. Congratulations on your achievements thus far and to your continued academic success. We look forward to welcoming you to Queen s. Caroline Young Director of Accommodation and Hospitality Accommodation at Queen s: Welcome to 1Queen s

4 What we do Reception The Elms Village reception staff deal with general inquiries, payments, mail, proof of residency letters, bank letters, guest stays, vacation accommodation, pay-per-use car park payments, bicycle hire, student bursary transfers and lost keys/key cards. Open and staffed 24/7 T: +44 (0) F: +44 (0) Accommodation Team The Accommodation Team, based in the reception building at Elms Village, deal with room allocations, Accommodation Contracts, contract extensions, room transfers, early departures and withdrawals for all University accommodation. T: +44 (0) E: Office hours: Monday Friday, 8am 6pm Residential Life Team The Residential Life Team, based in the lower ground floor of the Treehouse, are responsible for helping you settle into your new home. They can help you with any questions about housekeeping, cleaning, recycling, gardening, including how to get involved in the vegetable allotment. The team are on hand to help you and can be contacted via the following: T: +44 (0) E: Office hours: Monday Friday, 8am 6pm Residential Life Coordinators (RLCs) Residential Assistants (RAs) The Residential Life Coordinators are responsible for helping you settle into student life. They support you through induction meetings and organising an events programme, trips and opportunities to meet new friends. T: +44 (0) E: Office hours: Monday Thursday, 9am 11pm Friday 9am 9pm Saturday/Sunday 12pm 10pm (during term) 2

5 Finance Team The Finance Team is responsible for residential fee payments and providing support and advice on payment plans for all University Accommodation. T: +44 (0) E: Office hours: Monday Friday, 9am 5pm Safety Team The Safety Team is based at Elms Village reception and are on site 24/7. T: +44 (0) or +44 (0) Maintenance Team The Maintenance Team is based at Elms Village reception and are responsible for responding to all maintenance issues in accommodation in a timely manner. T: +44 (0) or +44 (0) (outside office hours) Office hours: Monday Friday, 9am 5pm E: What we do: 24 hour Reception Accommodation at Queen s: 3What we do 24 hour Safety Team Student support Efficient maintenance service

6 What we do Online Maintenance Reporting If you need to report a maintenance issue you can do so by completing an online maintenance request form, which is available via the homepage on the accommodation webpage (www.stayatqueens.com). If you cannot access your Internet link, guidelines on how to complete the form can be obtained from the Treehouse or Elms Village receptions. We also have a Maintenance Helpdesk which operates during office hours (9am 5pm Monday Friday) +44 (0) For any emergency repairs (examples outlined on page 22) please contact Elms Village reception on +44 (0) More information on response times are outlined on page 22. 4

7 Your Accommodation Contract A legal relationship When you accept your place in Queen s Accommodation, you agree to abide by the conditions of occupancy which form the legal contract you have with the University. This document is referred to as your Accommodation Contract. All the University s resident students are required to enter into an Accommodation Contract with the University before they take up their offer of accommodation. Overdue Fees Students in Queen s Accommodation are allocated in a named residence. The offer of accommodation creates a contractual relationship between the University and each resident and the obligations in the agreement are legally enforceable. The accommodation fee must be paid in accordance with the payment schedule agreed with the Accommodation Office. If a student does not meet the payments agreed, and does not engage with the Accommodation Office to agree an alternative payment plan, action will be taken to recover the debt. Failure to engage with the accommodation team to agree a suitable plan to manage payment in respect of outstanding fees will result in access to the student s accommodation being denied until such times as they engage. Failure to settle accommodation fees will result in the student being asked to leave University accommodation; details of their account will be passed to the University solicitors for recovery of the debt. If a student has outstanding accommodation fee debt, they will be ineligible to reapply for University accommodation. Other financial advice is available by contacting the Students Union Advice Centre or Income and Student Finance staff at the Student Guidance Centre. Exclusion from accommodation A student excluded from accommodation under the conduct regulations, or in respect of nonpayment of fees, will be asked to vacate their room and will continue to be liable for residential fees for the term of the Accommodation Contract, and will forfeit their deposit. Taking action as set out above will not preclude the University from pursuing repayment of any outstanding debt by, for example, using a debt-recovery agency. The University s Accommodation Contract is a detailed document that explains both the student s and the University s obligations, so that it is clear and fair to both parties. Accommodation at Queen s: Your Accommodation 5Contract You should keep a copy of your Accommodation Contract and Conditions of Occupancy for the time you live in University accommodation. Information regarding termination of your contract can be found on page 8. When does the Accommodation Contract become binding? We will make you an offer of accommodation and ask you to accept the offer online. When you have forwarded your acceptance of the accommodation offer, confirming you have read the and accepted the terms and conditions, the contract becomes binding. Your Accommodation Contract is a two-part document: Part 1: Offer of Accommodation This is your offer and it details which building and room you have been allocated, the length of your contract and the residential fees for the year. Part 2: Conditions of Occupancy This is the second part of your Accommodation Contract with the University, which details what you can expect from us and what we expect of you during your time with us, for example, your behaviour, etc.

8 Your Accommodation Contract Contract acceptance of a place in our accommodation commits a student to live in the accommodation for the full residential year of 38, 40 or 51 weeks (or a semester if appropriate) and pay the required fee independent of any absences (as part of your course) from the accommodation. You must complete the online induction process before you arrive as the final step in completing your Accommodation Contract. If you have not done this before you arrive, then it must be completed before you are able to check in and receive your keys. Fees Students living in University-owned accommodation are legally obliged to pay fees to the University throughout the period of their Accommodation Contract. If you think you may have a problem paying your fees, please arrange to see someone in the Finance Team at Elms Village reception as soon as possible, so that you can be advised of the best course of action to take. You can also contact the Student Advice Centre, located on the second floor of the Students Union, for advice on loans or grants for which you may be eligible. Contact details can be found on page 67. It is extremely important that you do not ignore reminders about outstanding fees arrears on your account. It is in your best interest to seek help and advice at the earliest possible opportunity. Defaulting on payment will result in the University Regulations being initiated, which may result in exclusion from accommodation or possible expulsion. The University also reserves the right to refer outstanding debt to a third party agency for collection (page 5). What is included in your fees? Cleaning Weekly cleaning service in communal areas during core teaching periods. Apartments in Willow Walk do not receive a cleaning service. Contents insurance Contents insurance is provided to all students living in all Queen s University accommodation through a block insurance scheme paid for by the University. For the insurance policy is provided by Endsleigh Insurance Services Limited and full details of what is included in the cover, and information about how to make a claim if you need to, are available at their website, If you wish to upgrade your policy then you need to contact Endsleigh directly via their website. Please note that any inquiries relating to your contents insurance must be made directly to Endsleigh in all cases. Accommodation staff will not be able to answer or comment in regard to your queries, therefore, please use the insurance company s contact details. 6

9 Internet service TheInternet service in your accommodation is provided by ASK4, a specialistinternet provider to many UK universities. ASK4 provides theinternet connection to your room via a network socket, and there is wireless connectivity. When you connect to theinternet for the first time you will be asked to create an account with ASK4. The base package provided by ASK4 included in your accommodation fee has the following: A wiredinternet speed of 16MB to each room No download limits or usage charges Wi-Fi speed of XX Mb in bedrooms and common areas Free access to 4TV, Freeview and International TV channels to view on your laptop and 4Record to record and watch programmes later Gaming support for simultaneous console connections, with access to 100 gaming servers and the ability to host tournaments Once you arrive in Queen s accommodation you can access service updates, news and information and also gaming events from Repairs Repairs and maintenance. Security 24-hour security and 24-hour Safety Team, and reception cover. Social Programme A social programme with something to suit everyone. Support Support through the Residential Life Coordinators and Residential Assistants. TV and TV Licence in Common Room A TV and licence are provided in your common room. If you have a TV in your room or use your computer to watch live TV you will need your own TV licence. Accommodation at Queen s: Your Accommodation 7Contract Utility Charges for Elms Village and Queen s Houses All utility charges (heating, hot water and electricity). Heating is available at set times Mon Fri, 7 9am and 5 10pm ( pm, Dec Feb) Saturday/Sunday 9 11am and 5 10pm ( pm, Dec-Feb) Hot water times 24 hours a day For Willow Walk apartments: All utility charges sufficient to last for your contract period are included in the accommodation fee (heating, hot water and electricity). Heating is available at set times. Each apartment has a separate metering system and credit will be added based on historical usage by students living here in previous years. If you use all this utility credit, then you will have to top up your meter at your own cost and a member of the Accommodation Team will show you how to do this. An update on your usage of electricity and gas for heating will be provided by the end of semester 1.

10 Your Accommodation Contract Your Accommodation Contract The University reserves the right to move a student to alternative University accommodation, but only where it is reasonable to do so. This may be in circumstances where, for example, there has been an emergency, or where a student or group of students is displaying disruptive behaviour. Unless the reason for the relocation is the student s own behaviour, the University will try to offer accommodation of a similar standard. Where the new accommodation is less expensive, only the reduced rent is payable. If the new accommodation is more expensive, rent will be charged at the previous rate. Charges for damages The University will write to notify you of the cost of putting right any damage caused. Where damage is caused anonymously, the University is entitled to charge each student for a proportion of the costs. The University will exercise reasonable discretion in deciding whether to share the charges among the occupants of a house/flat, all the students in a particular block or on a particular corridor, or among the occupants of the entire house. 8 Where accommodation has to be cleaned, decorated or repairs made before it is fit to be reallocated, we will charge the full cost of cleaning, decorating and repair to the outgoing student. Items which need replacing as a result of reasonable wear and tear, and decoration which is necessary as part of ongoing maintenance, are not charged to students. Where damage is caused anonymously and the University divides the charges between the students, any student who has grounds for objecting to the charge (for example if they can show they were not at the University at the time when the damage occurred) may make representations to the Accommodation Office, who will fairly and impartially consider the statements made and the evidence presented. Where the Investigating Officer is satisfied that a student could not have been responsible for the damage, they will not be charged. This may mean that other students have to pay an increased share of the costs. Release from your contract The Accommodation Contract is not a tenancy and does not have a break clause or notice period allowing a student to end the contract before the end date. As previously stated, the Accommodation Contract commits a student to stay in the University s residence for the duration of the contract either short-term, single semester, 38 or 51 weeks and to pay the required fee, regardless of any absences from accommodation as part of their course. If, for whatever reason, you decide to leave earlier, you will still be liable for the fee until another student takes up the room, which will become more difficult later in the semester. In all cases the student must complete an accommodation release form at Elms Village reception. Finding a student to take your room is not always straightforward; however, if you leave during the first few weeks of term, finding a replacement may be easier than later in the year. If you leave after Christmas it can be difficult to find another student to take the room. You could end up paying rent on a room you are not using until the end of the contract period. Please note that handing in your keys does not constitute a surrender of your Accommodation Contract.

11 Any belongings left in your room after you vacate it will be disposed of. There may be an additional charge for extra cleaning if the room is left in an unacceptable state. Student regulations and disciplinary procedures Information about the University s disciplinary procedures is contained within the University s General Regulations. It is essential that you read the General Regulations so that you understand your obligations and responsibilities as a student of the University. Student conduct and disciplinary procedures are detailed within the General Regulations under Conduct Regulations. The General Regulations can be found at https://www.qub.ac.uk/ directorates/academicstudentaffairs/ AcademicAffairs Before you arrive at your new accommodation, please take into consideration the points raised on the following pages. Electrical equipment and safety You will need to ensure your equipment is safe to use before bringing it into the accommodation. Any faulty fittings or dangerous wiring will be removed. Holes must not be made in furniture or fabric to accommodate wiring. In accommodation, except for Willow Walk, the total combined watts of your appliances in use at anytime in your room cannot exceed 1,000 W. In order to prevent the electricity in your room from overloading, the use of the following items in your bedroom is prohibited: Kettles Toasters/sandwich toasters Rice cookers Coffee machines Household fridges Electric blankets Hairdryers or hair straighteners (must be less than 1,000 watts). Amplifiers/keyboards/electric guitars/speakers/electric heaters Please note: we provide kettles, toasters, fridges, cookers and microwaves in all kitchens, and rice cookers are available upon request (subject to availability). Accommodation at Queen s: Your Accommodation 9Contract If the power in your electrical sockets fails, please try pushing the reset button on the socket (if your room has a reset button). If this is not available in your room or does not restore the power, please complete a maintenance request form online or contact Elms Village reception. Please remove all plugs from sockets if you leave your room for any length of time and remember DO NOT overload extension leads. If you live in Willow Walk the above restrictions DO NOT apply. Transport Car parking Due to traffic congestion in south Belfast and around Queen s, the University asks students not to bring cars to Belfast. If you do not have a parking permit you must not park in the residential streets adjacent to Elms Village, in order to minimise disruption to the local residents. We encourage you to consider your environment by car sharing or using public transport where possible. Public transport details and timetables can be found on the Translink website alternative money saving travel tips can be found at uk/money/begreen.asp

12 Your Accommodation Contract If you applied for, and were successful in obtaining a car park permit for Elms Village, you will be assigned a space on the Elms site. Students registered with a disability who have been given priority parking at Elms Village should ask for further information on arrival regarding parking in other Universityowned car parks. (Please note that there is no parking within Willow Walk residents can park in the Elms Village car park). If you are unsuccessful in a request for an onsite parking permit, you can register your car at the beginning of term at Elms Village reception and use the pay-per-use parking at Elms Village. Please be advised that you must display your parking permit, with your registration number, at all times. If you do not display your parking permit you may be clamped. More information about this is available on our website, Please be advised that there are no parking facilities at 76 Malone Road, Grant House and Mount Charles if students park in these areas they will be clamped and fined. Visitor Car Parking If you or your guests need to collect or deliver heavy items to or from your room, you will be allowed access onto the Elms Village site for 30 minutes; if you need more time for this please let us know. After 30 minutes, please ensure you park in the car park. All guest cars must be registered at Elms Village reception and parking slips are to be displayed at all times. Failure to do so may result in the vehicle being clamped. Please be advised that parking for visitors is limited and is subject to availability. Please also note that there are no parking facilities at 76 Malone Road, Grant House or Mount Charles if students park in these areas they will be clamped and fined. Bicycles All bikes must be kept at the bike stands located around the site or in the secure bicycle shelter outside. Willow Walk has an indoor, secure bike storage area, located opposite the Willow Walk common room. Any bikes found inside buildings will be removed immediately and bike locks attached will be broken if necessary. Cycle Rental Scheme Queen s Accommodation offers bicycles for hire to students. There are 20 bicycles available for hire and the charge is 0.50p per day (24 hours) and can be hired for up to seven days at a time. A 10 returnable deposit is required at the point of hire. Please ask for details at Elms Village reception. Motorbikes You do not require a parking permit for a motorbike; however, please complete a form at Elms Village reception detailing your registration number for security purposes. You can park your motorbike at your own risk anywhere on the site where there is a suitable space which is not obstructing access. 10

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14 Accommodation at Queen s The fine print

15 The fine print Accommodation at Queen s: The fine print When you live in Queen s Accommodation, there are certain conditions and regulations that must be observed. These conditions are outlined in your Accommodation Contract and are in place to ensure the safety and well-being of all residents. As you are sharing your accommodation with other students, it is important that you understand what is expected of you and what you can expect of the other residents. Please ensure that you are fully aware of your obligations. The following conditions are for your safety and wellbeing and form part of your Accommodation Contract. A Access to your room or building Your room is your home, therefore we will aim to give prior notice before accessing your room; however, it will not be possible to do so in the following circumstances: When repairs are required or reported by you When access is required to the communal areas, ie kitchen or corridors (eg tours for prospective students) If your floor is found in an inappropriate state In these circumstances the University is entitled to enter the accommodation whether or not you are present; however, we will leave a card to advise you that we have been in your room.! Accommodation Contract ensures: Safety and well-being of all residents You understand what is expected of you You understand what you can expect of other residents Accidents The University has a responsibility for the health, safety and welfare of its students, staff and visitors, and aims to provide a safe, healthy and high-quality learning environment. Students living in University Accommodation must report all accidents, however small, to Elms Village reception. All students have a legal responsibility to take reasonable care for their own safety and that of others, including guests, and to comply with these guidelines. 13

16 The fine print Antisocial behaviour When living in shared accommodation, you need to be aware of how your behaviour affects others. Antisocial behaviour causes nuisance and distress for fellow students and neighbours living in the surrounding community. Causing a nuisance or disturbance is also a breach of the University s Conduct Regulations. One of the most common problems is caused by high noise levels. Whether inside the halls or grounds around the halls, noise levels must be kept to a minimum at all times. Noisy behaviour will be regarded as antisocial and a breach of the University s Conduct Regulations which can be found at StudentCharter Most of our accommodation is situated in residential areas and students are expected to respect neighbours who may be elderly, have young children or have to get up early each day. The Belfast City Council also monitors noise disturbances and can fine anyone who persistently behaves in an antisocial manner. The following are examples of antisocial behaviour: Music, singing and loud conversation which is audible to those outside your room or flat Unruly behaviour such as shouting, causing a disturbance in the street, often when returning to accommodation late at night Incidences of noise nuisance or other antisocial behaviour are often fuelled by excessive alcohol consumption. The University does not accept this as an excuse for inappropriate behaviour at any time. Noise levels in individual apartment blocks are monitored throughout the semesters. You can call security at any time if you are affected by antisocial behaviour. The contact number is +44 (0)

17 Accommodation at Queen s: The fine print The following are examples of unacceptable behaviour that may bring the name of the University into disrepute: Verbal or physical abuse towards anyone, including students, neighbours or staff Harassment or bullying Criminal activity, such as the use of illegal substances Possession of firearms or imitation firearms. Students must not bring a firearm to Queen s Accommodation. This restriction on firearms applies whether or not the firearm is licensed, and it also applies to imitation firearms. Students should also not bring any other item to the halls of residence which may be used as an offensive weapon unless the student has a valid and lawful reason for having it in his/her possession Tampering with fire detection equipment and activating fire alarms. See page 17 in this guide for the section about Fire Regulations. C Cleaning In response to student feedback, in order to provide a more independent lifestyle, we will provide you with the cleaning tools needed to keep your own area clean. Students are responsible for cleaning their bedrooms and keeping the communal areas within their apartment clean and safe. If you would like your apartment/room cleaned by our housekeeping team, this can be arranged for an additional charge. Rubbish should not be allowed to accumulate and bins/recycling containers must be emptied regularly. Rubbish must not be left outside front doors in Willow Walk. Where students do not maintain an acceptable standard of cleanliness and hygiene, they will be billed for professional cleaning charges, which can be very expensive. For more information on cleaning services see page

18 The fine print D Dangerous Items Students are prohibited from bringing dangerous or offensive weapons (eg pellet guns) into halls of residence or any other University-owned property. Any item of this nature found will be confiscated and you will be subject to disciplinary action. Items banned in your accommodation are: sporting knives; catapults; replica guns; laser guns; air guns; water pistols; water bombs; fireworks. Certain sports equipment (eg fencing foils or archery equipment) can be classified as offensive or dangerous. You may only bring these items into the residence once confirmation has been received by the Accommodation Manager from Queen s Sport that you are a member of the appropriate official University Club. If you are unsure whether or not your sports equipment is classified as offensive, please contact the staff in Elms Village reception who will obtain clarification. 16 Drug and alcohol guidelines Queen s University has a responsibility for the health, safety and welfare of its students, staff and visitors, and aims to provide a safe, healthy and high-quality learning environment. This includes addressing the risks posed by substance misuse, informing students of their responsibilities and codes of conduct, and providing help and advice on request. All students have a legal responsibility to take reasonable care for their own safety and that of others and to comply with these guidelines. The guidelines apply to students in circumstances where there is a safety risk to themselves or others, or where their conduct or quality of work affects others or the reputation of the University, such as students on University-organised work placements, working in laboratories on research projects or as members of University sports teams. It applies whether students are on University premises or elsewhere on University business or study activities, including premises managed on behalf of the University by a third party (such as halls of residence). In certain situations, individuals may be subject to disciplinary action, be asked to leave and/or be reported to the police. Queen s University has a legitimate interest in protecting those at the University and its own reputation from the likely consequences of substance misuse. More details about drug and alcohol misuse and mental health issues are available from the Student Guidance Centre and/or the University Health Centre.

19 Accommodation at Queen s: The fine print For further information visit F Fire Regulations All students and their guests are required to familiarise themselves with the following regulations, the location of fire appliances, fire alarm call points, exit routes from buildings and assembly points. Fire and evacuation instructions are found in each building please read them carefully. You will be required to participate in fire drills which are carried out each year in all accommodation. Each apartment/house must successfully pass a fire drill, with residents having to evacuate the building within three minutes. A fire safety video is available to view on the Accommodation website and this video will also be used during your compulsory induction meeting. Things to remember when living in accommodation: Health and Safety Fire Safety Student Behaviour impact on you and others potential outcomes Willow Walk residents should note that each apartment has its own fire alarm system. The assembly point for Willow Walk residents is at the common room. Deliberate interference with firefighting equipment, smoke detectors, doors, signage or alarms is a criminal offence and puts your and your fellow residents lives at risk. Offending students will be dealt with accordingly under the University Conduct Regulations. Please refer to your common room notice board for further information and examples of misconduct with associated outcomes. Failure to comply with the regulations or with instructions from a member of University or emergency service staff will be considered a serious infringement and render the offender liable for prosecution. The following regulations must be observed at all times: All Queen s Accommodation is non-smoking, which includes all communal areas and bedrooms. Fire doors these include your kitchen, corridor and bedroom doors must be kept closed and not be propped open. Safety signs must not be covered, removed or defaced in any way. Heat/smoke detectors must not be covered or interfered with in any way. 17

20 The fine print No cooking or heating of liquids is permitted to take place in bedrooms. Use of chip pans or similar items is prohibited. Care should be exercised whilst cooking with a wok, frying pan or the grill. Smoke produced from such cooking activities (eg burning toast) can set off fire alarms. Cookers and grill pans must be cleaned before using to prevent unwanted fire alarm activations. Do not leave food unattended in the toaster, hob, grill or oven. Barbecues are only permitted outside the Treehouse in the designated BBQ area. Please do not use the grass areas or anywhere near your building. Please have consideration for local residents and move inside after 11pm. Activation of alarms (particularly those where fire doors have been propped open or windows kept closed) which results in the unnecessary attendance of security personnel may result in disciplinary action. An administration fee and equipment reinstatement charge will be levied in the event of malicious, preventable and unwanted alarm activation. Such charges may be made against an individual, flat or block. Do not spray aerosols close to the fire detector in your bedroom. Keep your en suite door closed during and after showering as steam can activate the fire alarm. Any defects with University furniture or fittings should be reported to site staff immediately. Any activity which could place other people or property at risk is forbidden. Fire drills and fire alarm activations must be responded to promptly by all in residence. Information regarding escape escape routes and assembly points can be found on your bedroom door. Cars and other modes of transport must not be parked in locations where access by emergency vehicles would be impeded. Storage of bicycles or any other objects is not permitted within bedrooms, on staircases, in corridors or in communal areas. The University may remove any article which constitutes a fire risk, but will return it to the owner after meeting with the Operations and Compliance Manager. Candles, joss sticks, incense, tea lights, fairy lights, fireworks, electric bar fires, fan heaters and oil burners are not permitted. 18

21 Accommodation at Queen s: The fine print G Gambling Compulsive gambling is recognised as an emotional illness. If you or someone you know is affected by gambling, Gam-Anon can help. For further information see or Guests You are responsible for the behaviour of any visitor you invite into your accommodation and guests must stay with you at all times whilst booked in. Guests must be over 18 years of age. For further information regarding signing in a guest, please see page 44. H Health and safety The University aims to protect the health, safety and welfare of students and staff. Some policies on safety are set out in the Student Handbook while others are available from the departments in the University to which they apply. Breach of a University policy may be regarded as a breach of the Conduct Regulations and disciplinary action may be taken either under the policy in question or under the student regulations and disciplinary procedures set out in the General Regulations.! Need help settling in? Support from 3 Residential Life Coordinators Practical advice from your Residential Assistants at welcome meetings Weekly events programme Opportunities to get involved Every student has a duty to take reasonable care for the health and safety of themselves and of others who may be affected by their acts or omissions. All students are required to maintain a safe environment within their building and bedroom for staff who may have to enter the accommodation. For example, students are responsible for ensuring that cables to personal electrical equipment are safe and are not left trailing. It is a condition of the Accommodation Contract that a student will not put the health and safety of others at risk. Hazardous chemicals or biological substances must not be brought into the accommodation sites (prescribed medicines are allowed). Mercury thermometers are not allowed on the premises. 19

22 The fine print Students are responsible for the safe moving and handling of all luggage and belongings. University staff may assist in the handling of excessive loads. I Illness When you arrive at Queen s University you should register with the University Health Centre. If you are taken to hospital through injury or illness and are required to remain there for a time, then it is important to contact Elms Village reception, who will inform your School Office. Inventory An inventory is a list of the contents and condition of a room or property when you move in. It is important you check and complete the inventory, as this will allow you to comment on the condition of fixtures and fittings in your room when you first move in. There are three copies of the inventory form which can be found in your bedroom on arrival. Please complete this form fully, keep a copy for your own records and return the other copies to the Treehouse reception within 24 hours of arrival. If there is no inventory in your room, let the staff know immediately. Please report any maintenance issues via the online link. You must ensure your kitchen inventory is also completed and returned to the Residential Life Team to evidence the condition of the communal area on arrival. Induction Meetings An induction meeting will be held in your house/apartment/floor as soon after arrival as possible. All students must attend this meeting as it will include important information about living together in Queen s Accommodation. You will also learn about fun social events, outings and shopping trips and about how you can get involved in student initiatives like recycling and competitions to reduce carbon emissions. Your induction meeting is a great way to get to know the students you are living with and the Residential Life Team and how they can support you. 20

23 Accommodation at Queen s: The fine print K Keys We recommend that you remove any key tags that might identify your room number. Should you then lose your key or key card, this prevents anyone who finds it from entering your room. Please make sure you keep the tag safe if you use metal keys, and when you move out of residence, reattach it to the key when you hand it back in. If you lose your key or key card, please report this to Elms Village reception. You will be charged for a replacement. The costs are: Key replacement 7.50 per key; key lock/cylinder required 40. If you unsure of anything to do with keys and locks, please check with staff at reception who can help. L Legionella In order to avoid any undue worry or concern, any student leaving their room for more than a week during term time, or during the summer if you have a 51- week contract, should notify the Accommodation Team in person, via to or telephone (+44 (0) ).! Don t be a stranger... Helpful staff are at Elms Village Reception The Residential Life Team are based at the Treehouse Reception Make yourself known talk to us at anytime We also need to know this to allow our housekeeping staff to run fresh water through the shower and taps once a week whilst you are absent. This is to ensure that water hygiene is maintained throughout the building and water remains fresh in your room. Please also advise the Accommodation Team of your return to accommodation. Lifestyle Options We now offer students four Lifestyle Options for living in accommodation. No Alcohol, Single Sex, Quiet Living and Similar Interests (out of these four options, only single sex is available in Willow Walk). If you either choose to live, or accept a room which is in one of these designated locations, you will be obliged to maintain the ethos of that accommodation. For example: Consumption of alcohol is not permitted in accommodation which is designated as No Alcohol; if you fail to observe this rule then disciplinary action will result. 21

24 The fine print Members of the opposite sex are not permitted to be signed in as a guest in Single Sex accommodation; if you fail to observe this rule then disciplinary action will result. Noise must be kept to a minimum at all times in the Quiet Living blocks Similar Interests accommodation means sharing accommodation with people who have similar interests to you. M Maintenance and repairs The University is responsible for the repair and maintenance of the accommodation it manages. The University can only repair faults once they are alerted to them. (You should report any request for maintenance online within 24 hours of becoming aware of any problem.) Any defects you consider to be potentially dangerous must be immediately reported to site staff. For less serious faults, please complete a maintenance request online. You should ensure that when repairs are reported, a full description of the fault is given. For example, to mend a broken window the University may send round a glazier, but if the window just won t open, it might be more appropriate to send a joiner. You may be charged for repairs if you caused the need for repair. Repair response times are as follows: Emergency repairs (within four hours): these include no hot water; no heating; major leaks Urgent repairs (within 24 hours): these include sockets not working; main light not working. Non-urgent repairs (within five days): these include desk light not working; blocked sink. Non-urgent repairs (within 20 days): these include all joinery work. Please note that these job priorities only apply Monday Friday. Please also be aware that at peak times, for example at the start of semesters and after holiday periods, the demand for maintenance support is greater and it may take longer to complete your request. During weekends, only emergencies such as no hot water, heating or major leaks will be completed. All other jobs must be reported via the online maintenance system and will be forwarded to the maintenance contractors on Monday morning and completed as per response times above. 22

25 Accommodation at Queen s: The fine print O Online Induction The Accommodation Online Induction must be completed prior to your arrival. You will be unable to check-in until this has been completed in full. Computer terminals will be available during check-in at Elms Village if you have not completed the online induction before arriving, but this will slow down your check-in time significantly. P Pets No animals of any kind may be kept in Queen s Accommodation; this excludes guide dogs, which may be kept with the knowledge of Accommodation staff. Posters and pictures The display of posters, postcards, etc, is limited to the notice board using drawing pins to attach.! Any questions about your accommodation? Elms Village Reception is open 24 hours Call in, or make an appointment if it s a private matter The Residential Life Team and Housekeeping are based in the Treehouse reception we are here to help you Please do not: use Blu-Tack, white or any other form of adhesive on the notice board. use sellotape, drawing pins, Blu-Tack, or white tack on the walls, ceilings, furniture or any other fixture and fitting These items all cause damage, for which you will be charged. S Safety awareness Residents should keep their bedroom locked and windows closed when unoccupied. It is also your responsibility to ensure that the front door to your flat/building is locked. If your front door, corridor door or bedroom door are not locking properly please contact a member of staff who will report the problem to the Maintenance Team. 23

26 The fine print Do not let anyone into your building or home if you do not know them. If you do, and they cause a disturbance or damage, you will be held responsible. Members of University staff carry identification cards and should identify themselves before entering a building. Occasionally you may be asked by a member of University staff or the Safety Team to produce identification (eg your student card). Please co-operate it is not an invasion of privacy, but it is in the interest of all residents to dissuade intruders. Failure to produce your identification when asked is a breach of the University s Conduct Regulations. CCTV security cameras are at some accommodation sites and a security team is on call at all sites. The Safety Team may also use CCTV at times when on patrol. If you discover anyone whom you believe to be trespassing or presenting a potential threat, please report them to security staff immediately. Smoking policy It is against the law to smoke cigarettes and e-cigarettes in virtually all enclosed public places, workplaces, public and work vehicles in Northern Ireland. Failure to comply with the law is a criminal offence and carries financial penalties. The law clarifies that smoking refers to smoking tobacco or anything which contains tobacco, or smoking any other substance. Smoking Restrictions Smoking is prohibited in the following University locations: Anywhere in University and Students Union buildings or vehicles External areas of the University All University accommodation is non-smoking, which includes all communal areas and bedrooms. Designated smoking areas are provided on campus, and there are two located at the front and back of the Treehouse, at the side of Sycamore 10 and one located on the Willow Walk site. Students living in Queen s Houses should not smoke outside the building, but move to the public roadway. If you are caught smoking inside or standing outside your building you will be subject to disciplinary action. 24

27 Accommodation at Queen s: The fine print Students who have an Accommodation Contract with the University agree to comply with the University s policy on smoking. Breaches of policy will constitute an offence under the University s Conduct Regulations and disciplinary procedures. Student conduct The University takes any breach of the Regulations very seriously. You are advised to refer to the Queen s website for full information on the General Regulations in order to be suitably informed. Breaches of the University General Regulations will be heard by the Disciplinary Officer or referred to the Committee of Discipline. The University bars and restaurants have a sensible approach to the sale and consumption of alcohol by students. All drug and alcohol abuse is treated very seriously and will result in disciplinary action being taken under the University s Conduct Regulations. We also expect resident students to adopt a mannerly approach to living with our neighbours and to respect their privacy and rights. Any antisocial behaviour, whether as a result of drug or alcohol abuse or not, and especially excessive noise after 11pm, will be dealt with as a serious offence resulting in disciplinary action. In addition to this, some examples of typical misconduct and expected outcomes are available on the poster on your common room notice board. Please pay particular attention to those which constitute a criminal offence and the potential outcomes.! Do you smoke? If you do smoke, please use the designated smoking areas loated at the Treehouse, Sycamore 10 and Willow Walk It s illegal in the UK to smoke indoors in a public building Queen s is a no-smoking campus except in the designated areas The Accommodation and Hospitality management team also act as Investigating Officers in the event of any breach of the University General Regulations (Conduct Regulations) when they take on investigations and assist in disciplinary hearings. Sub-letting Sub-letting of rooms and couch surfing are strictly prohibited. This includes allowing the use of or sharing your room with relatives, friends, boyfriends or girlfriends. Storage At the end of the academic year, limited luggage storage is available on a firstcome, first-served basis for students who have applied and been allocated a place to return to live in Queen s Accommodation for another year. Preference is given to international and GB students. 25

28 Accommodation at Queen s When you arrive

29 When you arrive Accommodation at Queen s: When you arrive The Accommodation Office will send you an prior to the start of the residential year detailing your arrival date and time. All check-in procedures are carried out in the Treehouse at Elms Village (unless otherwise stated). Take your copy of the contract to the Treehouse at Elms Village to check in. Please note, if you have accepted your offer of accommodation online, you should print a copy of the contract and bring it with you. You must also bring one of the following methods of payment: Full payment by cash, cheque, credit or debit card Completed and signed Direct Debit form (UK bank accounts only) International students 25 per cent of payment (cash, cheque, credit or debit card) and completed and signed Direct Debit form (UK bank accounts only) International students 50 per cent of payment (cash, cheque, credit or debit card) or the balance to be paid in full by 1 February 2015 We cannot check you into your room if you have not completed your online induction.! Tell us about your first impressions. Complete the Accommodation Survey Your feedback is important We need to know how to make things better for everyone When you have received your keys, you will be directed to your room by Accommodation staff. They will also be able to answer any questions you have about the accommodation and facilities on site or nearby. Once you have unpacked your belongings, make yourself at home and meet your new neighbours. Check out the Welcome and Orientation plan for events you can go to don t just stay in your room! What we provide The following is provided in single study bedrooms (Premium rooms in some Queen s Houses have double beds): In Elms Village and Queen s Houses we provide: Bedroom Standard single bed with mattress Wardrobe with hanging rail and shelving Desk and chair Wastepaper bin Curtains or other window coverings Desk light 27

30 When you arrive Communal area Sofa and/or easy chairs Dining table and chairs or bench seating Microwave oven Fridge freezer Oven with grill and four electric rings Toaster Electric kettle Cleaning equipment (eg broom, dustpan and brush, mop and bucket) TV (covered by Queen s TV licence) Communal payphones on site Rice cookers available upon request at reception (subject to availability) Individual, lockable food-storage cupboards you need to bring a padlock In Willow Walk we provide: Bedroom Double bed with mattress Built in wardrobe with hanging rail and shelving Desk and chair Wastepaper bin Curtains or other window covering Desk light Bathroom Toilet Sink Shower Towel rail Mirror Shelf Toilet brush with holder 28

31 Accommodation at Queen s: When you arrive Kitchen/Living area Soft seating Dining table and chairs Microwave oven Fridge/freezer Oven with grill and four electric hot plates Toaster Electric kettle Storage cupboards Waste bin Cleaning equipment 26 TV (covered by Queen s TV licence) Coffee table Communal payphone in the Treehouse Rice cookers available upon request at reception Vacuum cleaner What to bring with you All Queen s accommodation is furnished, but you will need to bring some items to make it your home. Please note that trips to local supermarkets and Ikea will be arranged during check-in week, therefore we don t expect you to carry everything in your luggage. You will need to consider bringing these items: Basic provisions for the first few days, until you have time to get to the shops Bed linen, including sheets, pillows and duvets or blankets (please note that you can purchase a bedding pack at reception upon your arrival: 30 for a single bedding pack and 35 for a double bedding pack Towels and a dish-drying towel Crockery plates, bowls and mugs Cutlery and cooking utensils, including tin-opener and bottle opener 29

32 When you arrive Pans a couple of saucepans, frying pan and baking tray A kitchen pack can be purchased at reception upon your arrival for 35. This includes the following: saucepan; dinner plate; side plate; cereal bowl; mug; knife; fork; tea spoon; slotted spoon; tea towel; tin opener; small vegetable knife and baking tray (please note that if the bedding and kitchen pack are purchased together the total cost is 60) Hairdryer and toiletries (refer to page 9 regarding electrical equipment) It is advisable to bring crockery and cutlery for one person as there is minimal storage space If you decide to bring a television for your bedroom or watch live TV on your computer, you will need to arrange for your own TV licence. The quality of your TV reception cannot be guaranteed on our sites. All electrical equipment you bring must be in safe working order and of good condition. Portable Appliance Testing is available in Semester 1. Please remember that you will be sharing accommodation with a number of other students, so try not to bring too much. 30

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34 Accommodation at Queen s A Z of living at Queen s

35 A Z of living at Queen s Accommodation at Queen s: A Z of living at Queen s A Animals No animals of any kind may be kept in Queen s Accommodation; this excludes guide dogs which may be kept with the knowledge of Accommodation staff. B Banking facilities Santander, Queen s University Students Union Bank of Ireland, 31 University Road First Trust, 35 University Road Northern Bank, University Road Ulster Bank, next door to the Post Office on University Road ATM in the Mace shop in the Treehouse (Bank of Ireland)! Greet and Meet Don t forget to attend your induction meeting with your Residential Assistant (RA) Opportunity to get to know all your flat mates Keep in touch with your RA, they are here to help Bank accounts Basic bank accounts are easier to open than any other type of account. You must ensure the new account can make Direct Debit payments. Only UK bank accounts can be used for Direct Debit payments. Students must keep their original course admission letter in a safe place, not just for immigration purposes, but also for opening a bank account. The course admission letter or letter of introduction will provide evidence of your student status and, together with your passport, will verify your identity. You will need to bring the following items when going to open a bank account: Original course admission letter to Queen s University Belfast Proof of residency address (supplied by Queen s Accommodation) Passport or ID card If you change your address you must notify your bank immediately for security and for mail. If you require a proof of residency letter for opening a new bank account, complete a form at Elms Village reception and a letter will be available for you within 24 hours. If you are going away for an extended period ie summer break, you should inform the bank, as this will lessen the risk of the bank closing down your account as a dormant account. 33

36 A Z of living at Queen s 34 Bicycles We encourage you to bring a bicycle to University. Secure bicycle shelters are provided in Elms Village, Mount Charles, Grant House, Guthrie House and College Gardens. The access codes for the shelters in Elms Village, Mount Charles, Grant House are available from Elms Village reception. There are also bike stands located around the Elms Village site for student use. We provide covered secure bicycle stands within Willow Walk. A security code will be available at Elms Village reception. You must keep your bicycle secure at all times. If you bring your bike inside any accommodation or bedroom, it will be removed for safety reasons as it could cause a tripping hazard or an obstruction in an emergency evacuation (in this circumstance the lock, if one is fitted, will be cut). Bicycle Hire Queen s Accommodation operates a bicycle hire scheme at a daily hire charge of 0.50 (along with a 10 deposit) including safety equipment. If you wish to hire a bicycle, please check the website for more details, or visit Elms Village reception where you can complete a form to join the bicycle hire scheme. Bins/rubbish Housekeeping staff are not responsible for the removal of rubbish from your bedroom or outside your bedroom door, or from Willow Walk apartments. In Willow Walk, you are responsible for maintaining the cleanliness of your apartment by removing rubbish and black bin bags to the Waste Centre located beside the common room. The Waste Centre has separate bins for recycling, glass and food waste. In Elms Village, you are responsible for maintaining the cleanliness of your kitchen by removing rubbish and black bin bags to your apartment front door before 12 noon (Monday Friday) for collection. Black bags will not be collected from front doors on a Saturday or Sunday and therefore, at weekends and holidays, you are expected to take your own bags to the large bins on site. For health and safety reasons do not put broken glass, crockery or knives in the black bin bags; these items should be disposed of in the glass bins provided. For residents of Queen s Houses, you are responsible for the cleanliness of your kitchen by removing rubbish and recycling to the bins at the rear of the house.

37 Accommodation at Queen s: A Z of living at Queen s C Carbon Management at Queen s Queen s is committed to improving its environmental performance and fundamentally changing the way it works so that it becomes an environmentally sustainable organisation with a low carbon footprint. Students who sign a contract to stay in Queen s Accommodation are expected to be aware of their responsibility to reduce energy usage, recycle where possible and adhere to all new initiatives that are introduced throughout the residential year. Please help lower your carbon footprint by ensuring that all electrical equipment is turned off, including all lights, and remember to close your window. For further information visit They say home is where the heart is, and if both your heart and mind are in it, then there is no better place than home to start living sustainably! There are many simple but important measures you can take on a daily basis when at home, be that a family home, a student flat, or living in University residences. Electricity Turn off your lights whenever possible, especially when your room is unoccupied. We install energy-efficient light bulbs, which last up to 10 times longer than an ordinary bulb, and 100W energy-saving bulbs can save you up to 60 over the lifetime of the bulb. Switch off all electrical appliances when they are not in use. Leaving Items left on standby still use up to 75 per cent of the power! Switch off mobile phone and laptop chargers when not in use. Turn down the heating and keep cosy with a jumper and a thick pair of socks. Turn off the heater when you open your window. As heat from the home is lost through the windows, close your curtains at night in order to retain the heat from the day in your room. 35

38 A Z of living at Queen s Water Cut down on your shower time. Don t leave the water running while you brush your teeth. On average a person uses 150 litres of water a day, one third of which goes straight down the drain without being used. Report dripping taps on the maintenance system and they will be fixed promptly. In the Kitchen Put a lid on your saucepan to reduce the amount of heat that escapes. Only put as much water as you need in the kettle. It will take less time to boil which makes for a quicker cup of tea! Allow food to cool before putting it in the fridge or freezer (also better for Health and Safety reasons). Don t leave the fridge or freezer door open for any longer than necessary. Eat a vegetarian meal at least once a week: meat and dairy products have the highest carbon footprints of any food group. In the Laundry Room Wash your clothes at 30 or 40 C that is enough to clean them and remove all but the toughest stains. Save up your dirty laundry and do full loads to save energy. If you aren t doing a full load of washing, use the half-load/economy setting. Recycling Make good use of the recycling facilities located around accommodation residences. In Willow Walk, recycling bins are located in the Waste Centre which is beside the common room. You are responsible for recycling all paper within your bedroom. Re-use items as much as possible and repair things when you can instead of throwing them away. 36

39 Accommodation at Queen s: A Z of living at Queen s Car park Due to the traffic congestion and parking restrictions in south Belfast, the University asks that you do not bring cars to Belfast; however, if the use of a car is essential, students can apply for a car parking permit online. In this cost 100 for the full residential year, but the figure has yet to be confirmed for A parking permit allows access to limited parking places on the Elms Village site only. In order for your request to be considered, you must state your case in detail, specifying why you require a car parking space. Should you receive confirmation that you have been successfully allocated a space, payment in full of the annual charge must be paid at check-in. If you do not get a parking permit there is a pay-per-use car park operating in the car parks at Elms Village. Students can park in the two car parks located beside the Elms Village reception building on a pay-per-use basis. Please read the disclaimer displayed on signage at each car park; you park anywhere on University property at your own risk.! Want to support an environmental cause? Get involved in carbonand waste-reduction initiatives Speak to your RA or a Residential Life Coordinator You must register your car details if you wish to use these car parks by coming to Elms Village reception (you only need to register once). Only residents of Queen s Accommodation can use the car parks and you will be issued with a Parking Authorisation disc which must be displayed on your car window. Failure to do so may result in your car being clamped and a fine is payable for its release. Clamping Please be reminded that vehicles must be parked in designated parking bays only. In the event of an infringement of the parking regulations, details of the vehicle will be recorded by Security and the vehicle will be immobilised using a wheel clamp. Parking infringements include: Failure to park in a designated car parking bay Unauthorised parking in a disabled bay Obstruction of fire exits or other emergency exits Unauthorised parking in a visitor parking bay Failure to display a valid permit/pass 37

40 A Z of living at Queen s Release of a clamp is subject to payment of a 25 fee for each day or part thereof, which should be paid to Security Control (based at Level 1, Administration Building on the main Queen s site). To appeal the decision to clamp a vehicle, you should lodge a written appeal with the Director of Estates within five days of the issue of the Release Fee. The Director s decision will be final. Cleaning In Willow Walk, in order to provide a more independent lifestyle, we have provided the cleaning tools needed to keep your own area clean. If you would like your apartment/room cleaned by our Housekeeping team, this can be arranged for an additional charge. As a resident living in Willow Walk, you are responsible for cleaning your bedroom on a regular basis and the communal shower and toilet after use. In Elms Village and Queen s Houses, the Housekeeping staff will provide a weekly clean during core teaching times of all communal areas, to include halls, stairs, landings and corridors, kitchen/common rooms, communal toilets and showers. If you are a resident living in a standard bedroom with a wash hand basin in your room, you are responsible for cleaning your bedroom and wash hand basin on a regular basis and the communal shower and toilet after use. For residents at Elms Village, living in an en suite bedroom with your own shower, toilet and wash hand basin, you are responsible for the cleaning of the bedroom and en suite on a regular basis. Shower curtains can be cleaned in a washing machine. Housekeeping staff are NOT responsible for washing up dirty dishes in kitchens or removing rubbish and recycling. We ask that you take pride in your home and maintain an acceptable level of cleanliness by washing dirty dishes after use, cleaning cooker tops after use and by removing outof-date food from fridges on a regular basis. Regular failure to keep sinks and benches clear of dishes may result in the staff being unable to carry out cleaning and, therefore, the service may be temporarily suspended and a cleaning charge incurred for a deep clean. Particular areas of concern are: Shared kitchens and bathrooms: to avoid any issues, each individual student must clean the kitchens and bathrooms after each use. Please 38

41 Accommodation at Queen s: A Z of living at Queen s make sure that you do your own washing up, clean the sinks and kitchen surfaces. If you use the bathroom and shower, clean them after you have finished, out of courtesy for the next person. Grill pans which are not cleaned regularly are a fire hazard and will activate fire alarms. You should therefore clean grills after every use. Do not leave food lying around as it will attract rodents. Rubbish and recycling don t let the bins and bags provided overflow with rubbish and recyclable items. Ensure fridges and freezers are defrosted regularly, at least once per semester, to prevent the build-up of ice. In en suite rooms when cleaning your shower, remove the drain lid and pull out the shower trap before cleaning; this prevents the shower tray from overflowing. Where there is a shower curtain always make sure it is tucked inside the bath/shower tray when the shower is in use. Cleaning services If required, you may purchase the following additional services which are available from our Residential Life Team: Room cleaning: en suite 20; standard 10 Change of Queen s bed linen: 5 Deep clean of kitchen: 25 Carpet shampoo: 10 Dry cleaning service: costs available from reception Laundry service: costs available from reception We also carry out cleaning demonstrations to help residents with matters related to cleaning including the best materials and products to use. For more details on the services provided please contact the Treehouse reception. 39

42 A Z of living at Queen s 40 Contract queries If you have any questions in relation to your Accommodation Contract, the Accommodation Team is available Monday to Friday, 8am to 6pm, to discuss any questions, issues or concerns. Complaints and customer service Our aim is to provide you with the highest standard of service at all times; however, we know that things can and do go wrong. When this happens, we need to know about it so that we can take measures to put things right quickly and efficiently. We also welcome comments and feedback about our services. Most complaints can be resolved immediately, but if your complaint is complex we may need more time to investigate. We aim to deal with your complaint within two working weeks of having received it. Complaints, comments or any suggestions you may have should be referred to a member of Accommodation and Hospitality staff. Staff at Elms Village reception will be able to help with this. D Decorations Decorations in common room areas must be removed within a week of the celebration eg birthday, Christmas, Halloween. We also ask that empty bottles and cans are not used as decorations in your bedrooms and common rooms. If found, you will be asked to remove them. Deliveries Vehicles delivering fast food and groceries ordered online are authorised to deliver to accommodation buildings on the Elms Village site. Tesco, Sainsbury s, Asda and Iceland home-delivery vehicles are given access to deliver directly to your front door. Fast-food deliveries, for example Domino s Pizza, will also be given access to the site. Students must give their full residential address for deliveries, for example, Elms Village Sycamore Park, Apartment 2. Delivery documentation will be checked by security to confirm location of delivery. Residents will be responsible for meeting the delivery company at their front door, as the sounding of car horns is forbidden on site for this purpose. Please ask for a call back to your mobile from the driver when the delivery has arrived.

43 Accommodation at Queen s: A Z of living at Queen s Direct Debit What is this? A Direct Debit is an instruction from a customer to their bank or building society authorising an organisation to collect varying financial amounts from their account. The bank transfers money from your account into the organisation s account on pre-agreed dates. This can be used to ensure regular, safe and efficient payments. How do I pay by Direct Debit? You will need to ensure that you currently hold a UK or Northern Ireland account. Next you need to check if your bank account/building society account can accept Direct Debits. If you have had your account for some years, it may need to be upgraded to a Student Plus account. This is important as it could involve your account number changing. We will send you a Direct Debit form before your arrival at your accommodation. Please ensure this is completed in full and returned to the Finance team before or on your arrival. What happens next? Once the Finance team have received your completed Direct Debit form we will input these details onto our system. Your Direct Debit schedule will be forwarded to you by . This is a breakdown of your payments and your dates of payments. Frequently asked questions? Q My parents/guardian are paying my fees do they fill out the form? A Yes, whoever is the account holder needs to complete the form. Q I am in receipt of a Student Loan, which Direct Debit option should I choose? A From experience, we have found that the 3 Direct Debit option is the most suitable as the Direct Debit deductions occur in line with the Student Loan payments. Q Do I need to remember my payment dates? A We do send you a Direct Debit schedule before your first payment. This will outline your payment dates and amounts. Before your payment date, we will send you and text message reminders. This will help you to ensure that you have sufficient funds in your account. 41

44 A Z of living at Queen s Door locks In Willow Walk, all front doors and bedrooms are accessed with individual keys. Your keys will only give you access to your bedroom door and the front door of the apartment in which you are staying. Do not prop your doors open at any time. Not only is this a fire hazard, but it will allow access to unauthorised guests. Please remember that you need to lift up the handle to lock the front door and bedroom door (refer to the Willow Walk Basic Guide). At Elms Village and Grant House all front doors, corridor doors and bedrooms are accessed with a key card. This computerised key system provides the Residential Life Team with your name, where you are staying, your arrival and departure dates, and the number of times your key card has been made. Your card will only give you access to your bedroom door, the front door and the corridor door of the apartment in which you are staying. Do not prop your doors open at any time. Not only is this a fire hazard, but it will allow access to unauthorised guests. The system allows us to track all door openings in all apartments, and to provide added security for you. Green light = entry to building/corridor/room Red light = no access report to reception Green/red flashing = low battery report to reception Flashing green light = your door is on office mode and is not locked Office mode allows the door to remain unlocked by dipping the card twice into the lock. To cancel, dip the card twice again. It will turn red to confirm door is locked. Always remember to remove office mode at all times when locking your door. CAUTION it is important to note that locking your bedroom door from the inside with the double bolt does not override office mode and access can still be gained. Please see the information sticker on the back of your bedroom door for further details. Departure Procedure It is your responsibility to remove all your belongings from your bedroom and communal areas, and ensure they are cleaned before departure. Rooms or communal areas found in an unacceptable condition will incur a cleaning charge 42

45 Accommodation at Queen s: A Z of living at Queen s of 25 per bedroom or 25 per student on the floor for communal areas, plus any damages. When departing from your accommodation please return your key to Elms Village Reception and complete the necessary paperwork to finalise your checkout. Students found occupying a room after the departure date will be charged a nightly rate until the room has been cleared and the key returned. E Early Arrival If you plan to arrive in Belfast earlier than your agreed contracted check-in date, please contact us to arrange accommodation for the extra nights you require. If you need to stay in Queen s Accommodation for nights outside of your contract dates, there will be an extra charge per night. The prices are per night for an en suite room and for a standard room. F Facebook Follow us on Facebook (Queen s Accommodation) for all the daily updates, including organised trips and events. Facebook be aware of the consequences! Social networking sites are now widely used for both socialising and work. They are readily accessible and offer an immediate means of communication. However, they are relatively public and posted comments may be stored permanently. Care must therefore be taken not to cause offence or distress when making comments about individuals or their work, including University staff and students. The University s Student Charter, its Policy on Equality and Diversity and its Student Anti-bullying and Harassment Policy reflect the need for an environment which is free from harassment including discrimination, victimisation and bullying. The University expects individuals to treat fellow students, staff and visitors equally and respectfully. In line with its Regulations, the University will take disciplinary action against students whose comments cause distress to others. There is also a body of criminal law dealing with libel and slander. The following points should therefore be borne in mind when using any website discussion forum: 43

46 A Z of living at Queen s Good Practice Never say anything that may cause distress to others Remember that unknown others may see what you have to say Remember that your comments may be saved and become a permanent record Always think before writing any comments about others, especially if they may be in any way critical First Aid If you require First Aid at any time, please contact Elms Village reception on +44 (0) , where one of our trained staff will assist you. G Guest policy We recognise that students will have friends/guests to stay with them on occasions; however, HMO and Health and Safety regulations require that you advise us of the dates that your guest is staying so that people can be accounted for if there is an emergency evacuation. Postgraduate students are permitted to have guests to stay for the number of days equivalent to 25 percent of their contract length. 38 weeks - equivalent to 67 guest stay days 40 weeks - equivalent to 70 guest stay days 51 weeks - equivalent to 90 guest stay days If you are an undergraduate student from within Northern Ireland, you are allowed to sign in a guest for a maximum stay of three nights per month; the three nights can be used altogether or as single-night visits. If you are an undergraduate from outside Northern Ireland, you are permitted to sign in a guest for a total of 30 nights in the accommodation year and we can be flexible on the number of nights a guest can stay. Guests must be 18 years of age or over. There are certain times when guests are restricted or not allowed, for example Halloween or (Oct 31 Nov inclusive), St Patrick s Day (14 18 March 2014 inclusive). All dates will be communicated to you. 44

47 Accommodation at Queen s: A Z of living at Queen s You must book in a guest at Elms Reception by 9pm on their day of arrival, however, your guest can arrive after 9pm. When your guest arrives you must accompany them to Elms Reception where they should present photo ID and sign in. Failure to do so will result in entry being refused You must accompany your guest at all times. Your guest must be with you in order to gain access to the accommodation If for any reason your guest makes a disturbance, security staff or any other member of staff has the authority to ask them to leave the premises immediately Antisocial behaviour or damage to property caused by your guest is your responsibility and could result in disciplinary action against you Friends/visitors who have not been signed in as a guest will be expected to leave the accommodation by 11pm We can supply bed linen for your guests for a small charge and have a small number of fold-up beds (subject to availability). We also provide guest rooms at Elms Village which can be booked in advance and paid for at reception. The prices are per night for an en suite room and for a standard room. There is an extra charge of 5.30 if bedding is required. These rooms are subject to availability. As well as signed-in guests, you are responsible for the behaviour of any visitor or fellow resident student to whom you allow access to your accommodation block, floor or Queen s House. H Heating/hot water In Willow Walk you have full control of your heating times and temperatures and pay separately for these. In Elms Village and Queen s Houses heating is provided at the following times: Monday to Friday 7 9am and 5 10pm Saturday and Sunday 9 11am and 5 10pm During the months of December, January and February, heating will be provided from pm. Hot water is provided 24/7. 45

48 A Z of living at Queen s Hygiene bins All standard apartments with communal toilets are provided with sanitary hygiene bins, which are changed on a monthly basis. Residents living in en suite accommodation should dispose of their sanitary waste in the following manner: Dispose of the item in your own bedroom bin When your bedroom bin requires emptying, place contents in a bag, close securely and dispose of with other rubbish (see Bins/Rubbish) Please do not dispose of your sanitary item in the kitchen bins Please do not flush the item down the toilet as this may cause a blockage, resulting in an additional charge to the residents I Insurance Contents insurance is provided to all students living in Queen s Accommodation through a block insurance scheme. For the insurance policy is provided by Endsleigh Insurance Services Limited and full details of what is included in the cover, and information about how to make a claim if you need to, is available on their web site, If you wish to upgrade your policy, you need to contact them directly via their website. Please note that any inquiries relating to your contents insurance must be made directly to Endsleigh in all cases. Accommodation staff will not be able to answer or comment in regard to your queries, therefore, please use the insurance company s contact details. Internet provision The Internet service in your accommodation is provided by ASK4, an external company who is a specialist provider to other leading UK universities. ASK4 provide the Internet connection to your room via a dedicated network socket and there is also wireless connectivity throughout accommodation. When you connect your laptop for the first time you will be asked to create an account. 46

49 Accommodation at Queen s: A Z of living at Queen s The base package provided by ASK4, included in your accommodation fee, has the following: A wiredinternet speed of 20MB to each room No download limits or usage charges Wi-Fi speed of 20MB in every bedrooms and common areas A maximum of six devices can be registered on your account Free access to 4TV, Freeview and International TV channels to view on your laptop and free access to 4Record so you can record and watch programmes later Gaming support for simultaneous console connections, with access to 100 gaming servers and the ability to host tournaments Once you arrive in Queen s Accommodation, you can access service updates, news and information including information on gaming events from There is also a computer suite in the Lounge in the Treehouse at Elms Village which includes a photocopier and printer for student use and a bank of computers to surf theinternet or use Skype. If you are a Queen s student you will receive aninternet username and password at registration, or, if you are a student at any other higher education institution, you can apply at Elms Village reception for a username and password. K Keys/key cards Each student will be issued with a key/key card to his or her bedroom and/or building. Remember to lock your door even when you are going to the kitchen or bathroom and to keep the front door and corridor door locked at all times. You must report loss or theft of keys/key cards to staff on site immediately. Keys applicable to Willow Walk, 76 Malone Road, College Gardens, Guthrie House and Mount Charles Keys are issued to you at the start of the residential year and must not be duplicated or loaned to anyone else. If you lose the keys to your house, you will be charged a fee of 7.50 per key for a replacement set (obtained at Elms Village reception). 47

50 A Z of living at Queen s For security reasons, please remove the tab with the house number and room number from the keys. Key cards applicable to Elms Village and Grant House A key card is issued to you at the start of the residential year and must not be given to or loaned to anyone else. If you lock yourself out of your room, a replacement key card can be signed for at Elms Village reception. The old key must then be returned to reception within 30 minutes. Cards not returned within this time will result in a charge of If you lose your key card, a replacement will be issued at a cost of 0.50 which will be deducted from your deposit or can be paid at reception. If you have 20 replacement cards made, your door lock must be updated or card number 21 will not work and you will incur an additional charge of 20. Every 20th card after this will also carry a 20 charge. The reason for this charge is that this process requires a staff member to programme each door (block, corridor and room) and then to update all relevant computer software to ensure that access is restored. The charge for this reflects the costs of both resources and equipment to carry out this process. L Laundry facilities Coin operated industrial machines are available in the following locations: Treehouse located on the ground floor Grant House located at the rear of the building on the ground floor Guthrie House located on the ground floor off the main hallway Mount Charles located at the rear of 26 Mount Charles The cost for using the industrial machines (at time of print) are: Wash 2.50 Tumble Dry 1.50 for 50 minutes of drying time If you experience a fault with any of the machines you can report the fault to Central Laundries directly on or to a staff member at Elms Village reception or the Treehouse reception. Domestic washers and dryers are located in: 76 Malone Road 48

51 Accommodation at Queen s: A Z of living at Queen s 7, 8, 9 and 12 College Gardens 11, 13, 15, 17 and 19 Mount Charles There is no charge for the use of the domestic machines and any faults should be reported immediately to Elms Village reception. An ironing board and iron are available in all of the above locations. Contact reception if this is not the case. LGBT Queen s LGBT Society welcomes people who identify as Lesbian, Gay, Bisexual and Transgender, as well as curious, open-minded and heterosexually identified people who wish to be involved in campaign issues or provide support to an LGBT friend. Today its members have the opportunity to participate in social, support, training and political events. The Society is dedicated to providing you with the support facilities you require. We ve built up strong links with LGBT communities across the island of Ireland, and are here to try to help you with any information you need: Careers information Coming out information Queen s LGBT Society Queen s Counselling Service Sexual health Lost property Please submit any items of lost property you find to Elms Village reception where the details of the item will be recorded and stored safely for collection by the owner. Items not collected will be given to a local charity. Luggage storage We are able to offer limited storage for luggage on a first come first served basis. You may require storage: if you brought too much luggage if you are staying with us through the summer vacation and have booked to return to live in Queen s Accommodation and wish to travel if you are an international student wishing to visit home during the summer before returning to live in Queen s Accommodation for another year in September 49

52 A Z of living at Queen s We have secure luggage cages to store your luggage and possessions. It is your responsibility to label your belongings and please be advised that using such storage is at your own risk. You should request storage at Elms Village reception where you will be given a key for a luggage cage (subject to availability), which is located in the basement area in Willow Walk. There is a key deposit of 25, which is refunded when you have emptied the cage and returned the key. Should you lose your key, your luggage can be retrieved, but you will lose the deposit. M Maintenance requests If you have a maintenance problem, please report it: by submitting your online maintenance request via the Maintenance link which is ed to you on arrival. Please ensure to save this link for easy access. The Maintenance link can also be accessed via our website In the event of an emergency please contact the Maintenance Helpdesk on during office hours and outside office hours. The response times for different maintenance requests have been decided by the Maintenance Team. Examples of normal response times: No hot water, no heating, major leaks within four hours Desk lights, sinks and showers within 24 hours Sink/shaving lights, sinks/showers needing resealed within five days Joinery work within 20 days Please note that these job priorities only apply Monday Friday. Please also be aware that at peak times, for example at the start of semesters and after holiday periods, the demand for maintenance support is greater and it may take longer to complete your request. During weekends, only emergencies such as no hot water, heating or major leaks will be completed. All other jobs must be reported via the online maintenance system and will be forwarded to the maintenance contractors on Monday morning and completed as per response times above. 50

53 Accommodation at Queen s: A Z of living at Queen s A maintenance request permits a member of the Maintenance Team to enter your room (please advise the Maintenance Team when making the request if you wish to be present). P Payments and dates If you wish to make a payment for residential fees, please call at Elms Village reception Monday to Friday, 8am to 6pm, where your payment will be processed and a receipt provided. Payment queries can be handled Monday to Friday, 9am to 5pm. The dates on which your payments are due will be communicated to you at check-in and will reflect which payment option you have chosen. A reminder will be sent to you two weeks in advance of each due payment date to advise that an administrative charge will be applied for failed Direct Debit payments. Please ensure that your bank account allows Direct Debit payments.! Time to spare? Keep in touch with us to find out about any part-time jobs in Accommodation or Hospitality Difficulties with paying, and payment plans If you have any financial concerns or queries, please call at Elms Village reception Monday to Friday, 9am to 5pm, and speak to a member of the Finance Team. They will be able to provide advice or identify sources of financial support available from the University to which you may be entitled. Overdue Fees The accommodation fee must be paid in accordance with the payment schedule agreed with the Accommodation Office. If a student does not meet the payments agreed, and does not engage with the Accommodation Office to agree an alternative payment plan, action will be taken to recover the debt. Failure to engage with the accommodation team to agree a suitable plan to manage payment in respect of outstanding fees will result in access to the student s accommodation being denied until such times as they engage. Failure to settle accommodation fees will result in the student being asked to leave University accommodation, details of their account will be passed to the University solicitors for recovery of the debt. If a student has outstanding accommodation fee debt, they will be ineligible to re-apply for University accommodation. 51

54 A Z of living at Queen s 52 Other financial advice is available by contacting the Students Union Advice Centre or Income and Student Finance staff at the Student Guidance Centre. Exclusion from accommodation A student excluded from accommodation under the conduct regulations, or in respect of non-payment of fees, will be asked to vacate their room and will continue to be liable for residential fees for the term of the accommodation contract; they will also forfeit their deposit. Taking action as set out above will not preclude the University from pursuing repayment of any outstanding debt by, for example, using a debt recovery agency. Please refer to Residential Fees Payment Terms and Conditions (available on the Accommodation website) for further details. Post Please ensure the full name and exact postal address is used to avoid any problems with the delivery of your post. Important items should be sent by recorded delivery. The postal address if you are living at Elms Village is as follows (the example shown is for a student living in Ash Avenue): AN Other Elms Village, Ash Avenue Apartment 1 Room G03, 78 Malone Road, Belfast BT9 5BW Northern Ireland If you are a resident at Elms Village, you can collect all mail from Elms Village reception. You are required to produce photographic identification to be able to receive your mail, ie your student card. Mail that remains uncollected for a period of one month will be returned to the sender. Postal addresses for other properties: 76 Malone Road, Belfast, BT9 5BU Grant House, 64 Malone Road, Belfast, BT9 5BT 7, 8, 9 or 12 College Gardens, Belfast, BT9 6BQ Guthrie House, Fitzwilliam Street, Belfast, BT9 6AW 11, 13, 15,17 or 19 Mount Charles, Belfast, BT7 1NY

55 Accommodation at Queen s: A Z of living at Queen s 26, 28, 30, 32, 34, 36, 38, 40, 42, 44, 46, 48 or 50 Mount Charles, Belfast, BT7 1NZ Public telephones Payphones are provided in the following locations: The Treehouse (opposite the laundry) 76 Malone Road Grant House 7, 8, 9 and 12 College Gardens Guthrie House Laundry room at the rear of 26 Mount Charles R Release from your contract Please see information and procedures on page 8 of this guide. Recycling We take our role in supporting Queen s as a low-carbon university very seriously. Students are responsible for recycling waste in their kitchen and removing it to appropriate areas on a daily basis. Recycling facilities are available in all Queen s Accommodation locations. Facilities include bottle banks for recycling glass bottles and jars, and bins for cardboard, paper, aluminium foil, plastic bottles, and food and drinks cans. Students are responsible for taking all recycling materials to the recycling point in the appropriate bag provided. Recycle banks (located outside the Treehouse) for clothing, shoes, books and DVDs, are available for student use throughout the year. The Treehouse Lounge encourages clothes, books, CD and DVD swaps. If you have any ides to help improve recycling in Queen s Accommodation, please contact the Residential Life Coordinators in the Support Office in the Treehouse or at Elms Village reception. Recycling is promoted in association with Belfast City Council and Bryson House. You will be advised about the routines of recycling disposal when you check in and also at your accommodation induction meetings held by the Residential Life Coordinators, Residential Life Assistants and Facilities Team during the first weeks of term. 53

56 A Z of living at Queen s Room inspections Inspections will be carried out by Housekeeping staff throughout the residential year to assess the condition of your room and communal areas. Random inspections will also be undertaken to ensure compliance with health and safety policies. Inspections will be carried out after 10am and you will be given notice 48 hours before the inspection of your apartment. Any extra cleaning will incur a charge of 25 and additional charges will apply for damages. Room moves If you decide that you would like to change room throughout your stay, you can speak ta member of the Accommodation Team. You may be put on a waiting list until a suitable room becomes available. The charge for transferring rooms is 25 (Room moves are only available after 7 October 2013). Room swaps In all cases, if you agree with another student to swap rooms, this action must be completed formally at Elms Village reception. For health and safety reasons our records must be accurate and all students have a responsibility to keep term-time addresses updated. S Safety Elms Village provides 24-hour security based at the Elms Village reception. If you require assistance at any time please contact Queen s Safety Team at Elms on , or the Queen s Security emergency number on , and Security will contact the emergency services. At the start of the residential year you will be issued with your student card by Admissions, and also with a key card for your bedroom. You should keep both of these with you at all times, to produce when required by any member of University staff for proof of residence. If you are a resident in College Gardens,Guthrie, House or Mount Charles, Queen s Safety Team can be contacted on

57 Accommodation at Queen s: A Z of living at Queen s If you are a resident in 76 Malone Road or Grant House, security can be contacted on The University places a high priority on the safety of you and your fellow residents. Systems are in place to make all properties as secure as possible, without infringing on your freedom of movement. Please note the following: External doors and corridor doors must always be locked. You should lock your bedroom when leaving it, even for a short period. If you lose your key/key card, inform Elms Village reception immediately. Do not let strangers into your building. On departure at the end of the residential year you must ensure your room is locked before returning your key, as a charge will be imposed for any damage discovered in the room. Windows should be closed when leaving your room. Report corridor doors that do not lock immediately. Short-term accommodation stays If you are living in accommodation on a short-term contract, you can extend your stay, subject to availability. If you wish to stay longer, you are required to move into long-term accommodation and pay a 300 deposit, which can be discussed in more detail with the Accommodation staff. Summer accommodation If you wish to stay in University accommodation after your contract ends on 13 June 2015, you can apply for summer accommodation by speaking to the Accommodation Team (rates available on request at Elms Village reception). You may not be able to remain in the same room/apartment/house due to other bookings or essential maintenance work taking place. You will be responsible for moving your own belongings to your new accommodation. 55

58 A Z of living at Queen s T Taxi Our nominated taxi company fonacab can pick up and drop off on site at the Elms Village and Mount Charles. FonaCAB is the only taxi company allowed through the barriers any other taxi company attempting to gain access through the barrier will be refused entry by security or accommodation staff. Students must provide their full residential address on the site for the taxi driver to pick them up, for example, Elms Village Sycamore Park Apartment 2. All passengers returning in a taxi between 11pm and 8am will need to show their student ID card and room key to Security before the taxi can go through the barrier. Failure to do so will result in the passenger(s) having to get out of the taxi at the barrier, as the taxi will not be permitted on site. Any signed-in guests must show ID and be accompanied by the resident student who has signed them in. Any non-residents not signed in must leave the taxi at the barrier or the taxi cannot proceed. Taxis will pick up from the front doors of the blocks/houses using the mobile phone ring-back system to alert the resident that they are waiting. The sounding of horns is forbidden on site for this purpose, so please ensure that you have your mobile available to accept your taxi s call. Security does have the right to refuse entry if there are any queries about the passenger(s) or the taxi driver. Text messages If you provide us with your mobile number, we can text you information such as payment reminders, key dates and upcoming events. Top ups for gas and electricity in Willow Walk To top up your electricity, you simply go to any shop that offers the Paypoint service (MACE at Elms Village, Spar and Centra shops, etc) with your electric card, then input the 15-digit PIN printed on your receipt into your electric meter key pad (the key pad has a purple-coloured border). To top up your gas for heating and hot water, call into Elms Village reception where you can pay by cash, credit or debit card. You will also be issued a receipt with a 15-digit PIN, which you need to input to the gas key pad to top up (the key pad has a gold-coloured border). 56

59 Accommodation at Queen s: A Z of living at Queen s TV licences All kitchen/common rooms are provided with a colour television, which is covered by the Queen s TV licence. We are not responsible for signals to purchased Freeview boxes. If you wish to use a television in your bedroom, you must have your own licence, as inspections are carried out on our properties by the TV Licensing Authority. Please be aware that watching live TV on your laptop or PC also requires a licence. Please refer to the information posters on this matter, or visit their website at where a licence can be bought on line; they are currently offering a refund of, three months making it applicable to your academic year. W Withdrawal from university If you withdraw from Queen s University Belfast you must give two weeks notice to the Accommodation Office prior to vacating your room and provide them with a copy of the official University Withdrawal Form issued by your School. You will continue to be liable for your residential fees until you have given the Accommodation Office your notice, vacated your room and returned your key/key card. You will also forfeit your 300 deposit. If you withdraw from the University you must also move out of Queen s Accommodation. As the University s student accommodation is administered on a not-for-profit basis, each student s early departure/withdrawal means the University will incur the loss of those residential fees for all, or part of, the academic year; the 300 deposit, or remaining part thereof, is therefore used to offset this loss of income, if a replacement is not found immediately. 57

60 Residential Life Team Student Support Student support is available through the Residential Life Coordinators and the Accommodation staff who are there to make sure you get the most out of your student experience. They can signpost help for all kinds of academic and nonacademic issues. You don t need to feel particularly worried about anything to benefit from their services either sometimes they can just help optimise an experience which you are already enjoying. At other times, they provide professional support and advice on trickier subjects, and have the experience and expert knowledge that delivers great benefits. Below is an outline of some of the student support on offer. Don t worry if your particular question or difficulty doesn t fit neatly into one of our named functions, staff are happy to help with whatever you need. Residential Life Team Student Support Residential Life Coordinators (RLCs) what we do We make the welfare of all students a priority, and 24-hour support is provided by three Residential Life Coordinators and a team of 16 Residential Life Assistants who live in residences at Elms Village, Grant House, College Gardens, Guthrie House and Mount Charles. Our Residential Life Coordinators and Residential Life Assistants will be able to help if you feel lonely or homesick and will organise social events throughout each semester. The Residential Life Coordinators will: welcome you on arrival and help you settle into your accommodation tell you about all the social events for students and where these are advertised lead a tour of the facilities at Elms Village and show you the student Lounge at the Treehouse (an alcohol-free venue for events and for simply chilling out or playing computer and board games, surfing on the bank of PCs or meeting up with friends for a coffee provide support and help organise social events to help you get to know your fellow students build strong community relations within all residences work closely with the Students Union to assist you with any issue you may have help to address antisocial behaviour ensure you conduct yourself in a responsible and adult manner, respecting the comfort, convenience and safety of other students and local residents 58

61 Accommodation at Queen s: Residential Life Team Student Support ensure you are familiar with the University s Conduct Regulations listen to the needs of all students encourage you to get involved in various social events and projects organise open forums where you can voice your opinion, put forward ideas and thoughts on improving your accommodation and the facilities provided provide details on free and confidential support services available within Queen s University Residential Assistants (RAs) what we do Residential Assistants support the Residential Life Coordinators in the day-today running of the accommodation; they are students themselves, usually in Second or Third year. Residential Assistants will: welcome you on arrival and help you settle into your accommodation carry out induction meetings with each floor/building, which gives you the opportunity to meet your fellow residents provide a regular drop-in giving you the opportunity to meet your Residential Assistants advise you on your responsibilities regarding fire safety and organising/ assisting in fire drills carry out regular fire and health and safety checks within your apartment/ building plan activities and promote the full social programme designed for you and your fellow students to develop an inclusive and responsible community within University accommodation communicate the extensive social programme of events happening at Elms Village and other venues around campus, including how to book for organised trips and outings help you as a first point of contact. They can highlight your need to the Residential Life Coordinators, for example, if you are having problems settling into University, feeling lonely or other issues assist you in organising your own events The Residential Assistants are unlikely to pay much attention to your comings and goings (or the times of these) unless you are disturbing other residents in the process.! Want to make new friends? Check the events programme regularly on Facebook and our website There is always something going on to suit all tastes If nothing seems to suit, let us know. Contact the Residential Life Team in the Treehouse or your Residential Assistant. 59

62 Residential Life Team Student Support Interested in being an Residential Assistant? If you are interested in getting involved as a Residential Life Assistant in the future, please speak with your Residential Life Assistant or one of the Residential Life Coordinators; we normally begin the recruitment process on in semester two each year. Treehouse This is an ideal place for you to meet your fellow residents and friends for a drink or snack, to watch all the major sporting events on the big screen, or to have a game of pool or air hockey. Events are held here during the week and include regular quiz nights and music events. Check your social programme for details or ask your RA. All events, trips and news are also advertised on our Facebook page. To follow us, search for Queen s-accommodation. Follow the Residential Life Team on Facebook by searching Queensresidentiallife. Treehouse Monday Sunday 6.30am 1am 60

63 Accommodation at Queen s: Residential Life Team Student Support The Lounge A great student common room with soft seating, a bank of computers to surf or use Skype and webcams, play board games, computer games, watch DVDs, swap books, and just relax in an alcohol-free area. Regular events also take place here in the evenings, like DVD nights. Check the social programme for details or ask your RA (Residential Assistant) or any of the Residential Life Coordinators. All events, trips and news are also advertised on our Facebook page. To follow us search for Queens Accommodation. The Lounge can also be booked by student clubs and societies for suitable events by contacting the Residential Life Coordinators. The Lounge Monday Sunday 6.30am 1am MACE shop and Deli Your local store for all your shopping needs. Also offers a grab-and-go breakfast, lunch and sandwich options. ATM cash machine The Bank of Ireland ATM cash machine is located within the MACE shop. There is no charge for cash withdrawals. Barbeque area Located at the rear of the Treehouse for use up until 11pm only. MACE shop and Deli Monday Friday Saturday Sunday 8 11pm 12 8pm 2 11pm 61

64 Residential Life Team Student Support Laundry facilities Industrial washing machines and dryers are available in the Treehouse for your use for a small charge. An iron and ironing board are also available see page 20 for further details. Laundry Monday Sunday 6.30am 1am Smoking area There are designated smoking areas located at the front and rear of the Treehouse and beside Sycamore 10. Smoking is not permitted in any other area at Elms Village. Photocopying and printing There are printing and photocopying facilities available in the computer area adjacent to the Lounge. Student Support services available across the University Contact information for the following services can be found starting on page 67. Chaplaincies Pastoral care for all faiths. Lectures, social events, worship, discussion, retreats and pilgrimages. Childcare High quality, affordable and flexible childcare. Information for studying parents. University Health Centre Sexual health, drugs and alcohol information. Advice on vaccinations and health issues. Student Advice Centre, Students Union General advice and focus on financial issues including loans, additional funds and money management. 62

65 Accommodation at Queen s: Residential Life Team Student Support International Student Support Support for international students providing advice on immigration. The team also provides support for international students in the areas of pastoral care, culture shock and homesickness. You can find further information about their services, including opening times and common queries on the main Queen s website at For contact details please see page 67. International & Postgraduate Student Centre This Centre provides dedicated support to postgraduate students and acts as a hub for many aspects of information, advice and guidance. Postgraduate taught and research students are able to enjoy dedicated social and study facilities on the upper floors of the Centre, which include: wireless access to the University network; a silent study area with open-access computers; a social space giving students the opportunity to meet and socialise with their peers from other disciplines; in addition to a series of seminar rooms, which offer group work and training facilities. For the Centre s contact details please refer to page 67. Student Guidance Centre Careers, Employability and Skills Service Career planning, workshops, help with job applications and CVs Volunteering and work opportunities whilst at Queen s Employment and further study choices Carecall: a confidential service, which allows a safe space to address issues and problems Disability Services Offers information, guidance and support to students with a disability who study at Queen s. Income and Student Finance Advises students on course tuition fees, including the assessment and collection of fees. Learning Development Service Offers academic help and advice and will assist students with learning support requirements. 63

66 Accommodation at Queen s Catering

67 Cashless catering on campus Accommodation at Queen s: Cashless catering on campus The Queen s Easy Pay flexible-catering system makes it easier for you to pay for meals in campus restaurants and coffee shops. By loading money onto your Student Card, you can use it to pay for snacks and meals on campus. You will receive your student card when you enrol after you arrive at Queen s. Once you have added funds to your catering purse, which is held electronically on your card, you can start to use it to buy meals. You have the flexibility and choice to buy as much or as little to eat as and whenever you want, for example confectionery, soft drinks or a full meal. Payment is made using your Student Card at the restaurant pay point; the money comes from the cash purse on your Student Card (more information about paying with your Student Card is available at sites/stayatqueens/prospectivestudents/cashlesscateringoncampus/). The benefits are: You do not need to carry cash your meals have been pre-paid by you The money in the catering purse can only be spent on food and soft drinks. Your parent/guardian can add money to your account from home via theinternet It is probably similar to the system you had at school It is quick and easy, a faster method of paying Remember, you always have access to a range of meals whilst at Queen s For information on how to add funds to your student card visit Top up your Student Smart Card for cashless payment in all campus coffee shops and restaurants It s better than having to carry cash You can top up through Queen s Online Where can you use your Student Smart Card to eat on campus? All catering outlets can take the Queen s Easy Pay method: Relish, the main restaurant at the Students Union Starbucks in the Students Union Cafe Krem in the PFC 65

68 Cashless catering on campus The Daily Grind in the Ashby Building Clements in the Students Union, PEC and MBC Hope Café in the McClay Library You can also use your student card to pay for purchases in:- the Students Union Shop for stationery items and newspapers/periodicals Queen s Welcome Centre For more information about all the places to eat at Queen s please click You can use the money on your card for other purchases on campus: Printing and photocopying the University gives you preferential rates for printing and photocopying. Student Experience Bursary Purse your student card is updated automatically if Queen s University receives confirmation from the Student Loans Company that you are entitled to a bursary. It can be used for payments in Queen s Sport, Queen s Film Theatre, the Ulster Bank Belfast Festival at Queen s, the Language Centre, Careers in the Student Guidance Centre and the Information Services shop in the McClay Library. 66

69 Queen s contacts For map references, please see page 74. Accommodation at Queen s: Queen s contacts Elms Village Reception Your first point of contact for advice, mail, security and general inquiries. Open and staffed 24/7 Number 36 on the campus map Queen s Sport Physical Education Centre PEC on the campus map Queen s International Office Lanyon North, Level 2 Number 1 on the campus map International and Postgraduate Student Centre Behind Administration Building Number 4 on the campus map Incorporating the International Student Support Office Welcome Centre Lanyon Building Number 1 on the campus map Students Union University Road, opposite the main site (the Lanyon Building), including the SU shop, cafes, bars and Santander Bank. Number 15 on the campus map Student Guidance Centre on University Road Number 13 on the campus map 67

70 Queen s contacts City Contacts Belfast Welcome Centre Tourist information Belfast International Airport Tourist information desk George Best Belfast City Airport Tourist information desk Translink Local Bus and Rail Service: timetables and advice at Police Station Lisburn Road fonacab Only taxi company allowed onto Elms Village site Shops/Post Office MACE convenience store Open Monday Friday, 8am 11pm. The Treehouse, Elms Village includes take-away hot and cold snacks, fresh and frozen foods, groceries and essential items such as stationery. There is also an ATM (Bank of Ireland). Tesco 369 Lisburn Road, at the bottom of Derryvolgie Avenue, opposite the entrance to Elms Village. Post Office 95 University Road, beside the Student Guidance Centre and the Ulster Bank. Asia Supermarket Provides a range of specialist oriental food products at competitive prices. 189 Ormeau Road, at the bottom of Rugby Avenue behind the main University building. 68

71 Accommodation at Queen s: Useful contacts Europa Supermarket Offers a range of products from Eastern Europe and Italy. 179 Ormeau Road, at the bottom of Rugby Avenue behind the main University building. Chinese Supermarket Lee Foods, Donegall Pass, is located approximately 10-minutes walk from the main University site. Health care University Health Centre Students living in accommodation in Belfast are advised to register with a local doctor. The University Health Centre is located at 5 Lennoxvale, on Malone Road. Out of hours service available on Number 37 on the campus map Closest Accident and Emergency Royal Victoria Hospital Emergency Department call: Closest Pharmacy Windsor Pharmacy 395 Lisburn Road Telephone:

72 Queen s contacts Emergency Procedures and Contact Queen s Security/Safety Team For residents at Elms Village, 76 Malone Road and Grant House Telephone: For residents living in College Gardens, Guthrie House and Mount Charles Telephone: The Emergency Services Police/Fire Service/Ambulance Telephone: 999 Postgraduate Students and International Undergraduate Students Advice and Guidance If you have a query which is not about your accommodation, please contact the International and Postgraduate Student Centre Student Centre which is located on the main Queen s site, map reference 4. International UG Contact: Telephone: PG Contact Telephone: Frequent queries include: Visa Postgraduate Awards (Taught and Research Students) Postgraduate Skills Training Programme (Research Students) Careers Support and Guidance (Research Students) General Support and Guidance 70

73 Glossary Accommodation at Queen s: Glossary Accommodation Contract A contract (legally binding agreement between an incoming resident and Queen s Accommodation). Conditions of Occupancy The terms and conditions which form your Accommodation Contract with Queen s University Belfast. Contract A legally binding agreement, enforceable by the courts of law. An Accommodation Contract is one form of a contract. RLC Residential Life Coordinator. Deposit A specified amount of money which may be used to charge for any damage that may be caused in a property by the occupants. e-contract Contract made available to students online. e-induction An induction process completed online 71

74 Glossary Inventory A list of everything provided in your room, including furniture, carpets, curtains, fixtures and appliances. It should also state the condition of everything, so that you are not held liable if there is existing damage or wear before you move in. Legal Relating to the law. RA Residential Assistant. Sub-letting The term applied when a person enters into a tenancy agreement, but subsequently allows another person to occupy some or all of the premises of which they are a tenant, where the tenancy is kept in the original person s name. Sub-letting is not permitted in halls of residence. 72

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