Paragon Notting Hill Students Student Resident Handbook
Contents Thank you for your interest in Paragon Notting Hill Student Lets... 5 What is Paragon Notting Hill Student Lets?... 5 Vision and values... 5 Leading the way... 5 Motivated by a social purpose... 5 Part of a community Love where you live!... 6 Accreditation Network UK (ANUK)... 6 Postal address, contact details and transport... 6 Tube... 7 Trains... 7 Bus... 7 UWL Shuttle Bus... 7 Paragon General Information... 7 Paragon staff... 7 Reception and security... 8 Room allocations... 8 Residents' Association... 8 Resident surveys... 8 Communication... 8 Security... 9 Fire safety... 9 If you discover a fire:... 11 If the alarm sounds:... 11 Fire extinguishers... 12 Fire alarm testing and drills... 12 Accidents and emergencies... 12 Lifts... 13
Health... 13 Contagious diseases... 13 Meningitis... 13 Mumps... 13 Care of accommodation... 14 What is provided?... 14 Cleaning... 14 Inspections... 14 Recycling... 15 Repairs and damage... 15 Electrical equipment... 15 Plumbing... 15 Condensation... 16 Windows... 16 Fridges in bedrooms... 16 Additional furniture... 16 Televisions... 17 Posters... 17 Pets and pest control... 17 Kitchen equipment... 17 Other services and facilities... 17 Post deliveries... 17 Telephone and Internet service... 18 Launderette... 18 Bicycle storage... 18 Car parking... 19 Guest policy... 19 Day visitors... 20 Consideration for all residents... 20 Noise nuisance... 20 Departure procedure... 21 Extending your stay... 21
Replacements and damage charges... 22 Maintenance Response Times... 22 Complaints Procedure... 26 Disciplinary Procedure... 30 Disciplinary Offences... 32 BROADBAND INTERNET... 34
Thank you for your interest in Paragon Notting Hill Student Lets We are delighted that you are interested in living at Paragon. Along with the Licence Agreement, this Handbook will provide important information to help you during your time at Paragon. If you do decide to accept an offer of accommodation, you should keep this Handbook somewhere safe and easy to find, as you will need to refer to it in future. What is Paragon Notting Hill Student Lets? Paragon Notting Hill Student Lets is the trading name for Touareg Trust. The Trust is a subsidiary of Notting Hill Housing Group which provides accommodation for students. Vision and values We're all about providing good quality homes for those who could not otherwise afford them. That's our purpose, it's why Notting Hill Housing exists, and the positive impact that good quality housing has on people's lives is what motivates us. Leading the way Our vision is to be London's leading housing organisation, with customers who love where they live and staff who love where they work and the jobs they do. Simply being 'good' is not good enough for us. We aspire to lead the way for affordable housing, and our innovative approach to service delivery is a step in the right direction. Motivated by a social purpose We are a large and well established social enterprise. Our social purpose is to provide affordable housing for Londoners. We think that giving someone a home is a great thing to do. We're also a savvy business that strives to make a profit by being more efficient, so we can reinvest this money back into our business. We spend our surplus on building more homes to meet housing need and help more Londoners. Page 5 of 39
Part of a community Love where you live! We know that where you live is an important part of your university experience both socially and academically. We aim to provide you with a high quality home, and an efficient, friendly service during your stay with us. Paragon accommodates 839 students, presenting opportunities and challenges for everyone. It is imperative the interests of the larger community are respected and prospective residents should be very clear that they are required to accept this and take a responsible attitude for the benefit of the whole community. One important point to note is that the Paragon site is a non-smoking environment. We expect all of our residents to make a positive contribution to the community by following the regulations and being helpful and courteous to other residents and Paragon staff. When you sign your Acceptance Form, you are agreeing to comply with your responsibilities as listed in the Licence Agreement and with the guidelines given in this Handbook. Breaches of your Licence Agreement conditions and guidelines, especially all forms of anti-social behaviour will be viewed very seriously and action will be taken. This may include eviction and referral to the disciplinary procedures of your University or College. Accreditation Network UK (ANUK) Paragon Notting Hill Student Lets are committed to providing a high level of service to the students who live at Paragon. This can be demonstrated as the scheme is signed up to the ANUK Code of Practice. For more information please visit www.anuk.org.uk Postal address, contact details and transport Paragon is situated at the south end of Boston Park Road, Brentford, in the London Borough of Hounslow and is near the A4, Great West Road. The office address is: Paragon Office Boston Park Road Brentford Middlesex TW8 9QW (Sat Nav TW8 9JQ) The Reception telephone number is 0208 560 1561 and the contact email address is paragon@nhhg.org.uk Your address will depend on the postcode assigned to your Block. For example: Page 6 of 39
Block C postcode: TW8 9RR Block D postcode: TW8 9RT Block E postcode: TW8 9RW Block F postcode: TW8 9QW Correspondence to your particular flat should be addressed to one of the above blocks and as follows: (Block, Flat Number and Room) Paragon Boston Park Road Brentford Middlesex (Postcode) Tube Boston Manor (Piccadilly line) is approximately 15 minutes walk to the north, on Boston Manor Road. This provides direct access to central London and Heathrow airport. Trains Brentford Station is approximately 5 minutes walk to the south, with a 30- minute journey into London Waterloo. Bus E2 to Greenford and Brentford E8 to Ealing Broadway and Brentford 65 to UWL St Mary's Road site; Richmond and Kingston H91 Hounslow West to Hammersmith More details of public transport in London can be found at the Transport for London website: www.tfl.gov.uk UWL Shuttle Bus For UWL students there is a regular UWL shuttle bus service linking the West London campuses of Ealing and Brentford. Paragon General Information Paragon staff Paragon has a dedicated management team who work on site. Their offices are behind the reception desk in F Block. An up-to-date staff list is posted at Reception. Office hours are Monday to Friday 9am to 6pm and Saturdays 8am-4pm. Paragon staff are available to help and advise you on all matters related to your accommodation. Contact Reception to speak to a staff member. Page 7 of 39
Reception and security Reception, at the entrance to Paragon, is staffed at all times. Overnight and at the weekends, Security Officers, monitor access and undertake patrols of the site. Residents with any immediate queries or concerns outside office hours should contact Security at Reception. Room allocations When rooms become available, applicants will be contacted and advised of the rooms that match their application criteria. Applicants will be able to apply for rooms that are set for the following; Length of Licence; Licence Type; Year at University/Paragon; Type of Course Attended. This criteria has been set to limit the inconvenience caused by reducing the number of room moves/decants at the beginning of summer. It is also set to limit the number of noise complaints. Applicants will be able to choose the type of room available to them along with the room number. This will be done on a first come, first served basis. Unless there is a maintenance/availability issue, Paragon staff will not be in a position to change allocations chosen by applicants unless we need to do so in extraordinary circumstances. Residents' Association We encourage student participation in the running of the site and to help enhance the community spirit. Paragon management team are available to help residents who want to set up a group to represent residents and organise appropriate activities. Resident surveys As part of Notting Hill Student Lets, Love Where You Live ethos it is likely that you will be asked to complete not usually more than two on line surveys throughout your stay at Paragon. Please take your time to complete these as all the information you provide will enable us to develop and improve our service to you and future residents. Communication The Paragon team use email as the main communication tool to contact residents. The email addresses that are provided at time of application will be used throughout your stay; however it is important that if there is a change to your contact details you inform the Paragon management team at Page 8 of 39
your earliest convenience. Residents may miss out on important information if this is not kept up to date. The information monitor and the notice board at reception will display announcements and information with regards to planned works that are scheduled to take place. Security Paragon Notting Hill Student Lets seeks to provide a safe and secure environment for all residents. We have equipment and procedures in place to facilitate this. However, it is equally important that all residents take their obligations to each other seriously and assist staff by not infringing or seeking to avoid security measures and by reporting any concerns as soon as possible. On arrival, you will be issued with a swipe card that allows you to gain access to the main entrance and your particular block. Residents should never try to force doors open as this could damage the magnetic locks, making the doors less secure. You will also be issued with a key that opens your flat door and communal entrance door to your block only. Always lock both of these doors behind you. Keep your keys and swipe card with you at all times. Lost keys or suspected theft should be reported to Reception immediately. You should also make sure any communal entrances are properly secured when you enter or leave the building. Never give your keys or swipecards to other people, if Security find your keys in the possession of someone else, they will be confiscated and returned to you. Further action may be taken against you in accordance to our disciplinary process. Never allow access to anyone you do not know. Refer unknown visitors to Reception. If you suspect that someone on site is an intruder, contact Reception immediately. If you lose your keys you will be issued a replacement and will be given two weeks to locate them before a charge is added to your account. Once charges are added we cannot refund you. However for loss of swipe card you will be charged a fee for replacement regardless. A closed circuit television system (CCTV) operates at Paragon for your added security. Conversations held within the reception area are also recorded for training and security purposes. Fire safety Fire is the main hazard in residential accommodation. Most people underestimate the speed at which a fire or smoke spreads in a building. Fires and smoke can cause death or severe injury and damage to property. Page 9 of 39
The following precautions will reduce the likelihood of fires starting and will protect against its consequences: 1 Read important notices Read the notice on the back of your flat door detailing what you should do in the event of a fire or emergency. Contact Reception if you do not understand or if the notice is missing. 2 Make yourself familiar with the emergency escape routes from your flat and other areas that you visit Your nearest emergency exit route may not be the same as the normal route you take in and out of the building. Fire Exit routes are marked by green exit signs above doors. Familiarise yourself with the location of assembly points. 3 Do not tamper with, obstruct, remove or cover up any notice or equipment provided for fire safety it is a criminal offence to do so For your protection, the residence has a comprehensive fire safety system, including smoke detectors and sounders, smoke extraction risers, fire extinguishers and fire blankets. All equipment is inspected and tested regularly. Any person who knowingly or recklessly misuses the fire safety equipment or who sets off any fire alarm without due cause will be subject to disciplinary procedures. Such irresponsibility could endanger lives; it could also lead to criminal proceedings against any individuals involved. 4 Keep fire doors closed Fire doors prevent the spread of fire and smoke. Fire doors (bedroom, kitchen flat doors and exit doors) must never be wedged or propped open. Make sure they are kept closed and are not blocked. Not following these rules could lead to criminal proceedings against individuals involved in the event of an evacuation. 5 Do not obstruct fire routes or doors If you find these blocked in any way inform Reception immediately. Do not leave rubbish, shoes or belongings outside your bedroom door as all corridors are fire routes and any items could easily become trip hazards. 6 Exercise care carelessness could cause a full-scale alarm! The smoke detection system is very sensitive. Detectors can be accidentally activated if exposed to steam from showers, steam or smoke from cooking, hair straighteners and any aerosol sprays. Extractor fans are installed in each kitchen and they should be used to prevent smoke or fumes from collecting. Keep kitchen and bedroom doors closed to restrict the flow of smoke or steam. Smoking anywhere inside the building is strictly prohibited. 7 The burning of any substance and/or use of a naked flame represents a fire hazard and is not permitted Candles, incense, oil burners, hookah pipes and similar items are strictly banned at Paragon and, if found, will be confiscated without warning. Page 10 of 39
8 Non-essential electrical appliances should be switched off at the mains and unplugged after use. Remember to unplug all electrical appliances before you leave the room. Multi-plug electrical socket adaptors must not be used. 9 Do not leave any cooking appliance, toaster, kettle, iron, etc unattended whilst switched on. 10 If you feel that you may need assistance in case of an evacuation please inform Paragon staff at reception. Hot plates, cookers, grills and microwaves, etc, must be attended at all times whilst in use. Always ensure they are switched off when you have finished cooking. Chip pans and other deep-frying utensils are not permitted. Cooking appliances (including toasters, kettles, coffee-makers and rice cookers) must not be used in bedrooms. Reference guides for kitchen appliances provided at Paragon can be found in every kitchen or are available upon request from Reception. If you discover a fire: Raise the alarm by activating the nearest call point and warn others nearby asking them to evacuate the immediate area. DO NOT PUT YOURSELF AT RISK. Only attempt to fight a fire if it is small and there is no immediate danger to yourself and others; and only if you have a clear escape route to safety away from the fire If you cannot extinguish the fire or if your escape route is threatened, immediately leave the room. Closing the door behind you - make sure that no one is left behind Leave the building by the nearest emergency exit route and report the location of the fire to the person in charge or a Fire Brigade Officer Do not re-enter the building until instructed to do so For students who are not physically able to evacuate by the stairs, they must situate themselves at the muster points on the stair case landing, making sure that others are aware of there whereabouts Details of the location of the nearest assembly point are posted on your bedroom door. If the alarm sounds: Stop whatever you are doing immediately Switch off any cooking equipment and close the door of your flat behind you Leave immediately by the nearest emergency escape exit and go to the assembly point Do not call Reception, or stop for personal belongings Page 11 of 39
Leave the building in an orderly manner and by the nearest exit route Do not use the lifts and do not run If you have a visitor, make sure you bring him/her with you Do not re-enter the building until instructed to do so It should only take a few minutes to leave the building you may face disciplinary action if staff consider you have delayed your evacuation. Do not use the lifts In the event of a fire alarm you must not use the lifts. Residents (and guests) who have difficulties using stairs, should make themselves known to the Paragon team upon arrival so that additional assistance can be provided in the event of an evacuation of the building. Fire extinguishers Use a WATER extinguisher (red) for fires involving paper, wood, fabrics, plasters (do not use on electrical fires or liquid fires, such as oil) A FIRE BLANKET is located within the kitchen of each flat and should be used to smother fires Use a CARBON DIOXIDE or CO2 extinguisher (black band of colour on a red extinguisher) only for fires involving electrical equipment. Fire alarm testing and drills It is a legal requirement that the fire alarm is tested regularly. The fire alarm will usually be tested every Tuesday morning at 10.30am this will consist of three rings. You do not have to evacuate the building when the alarm is tested. We are also obliged to test each detector on an annual basis. You will be notified in advance when engineers will be visiting your bedroom/flat to conduct this test. Fire drills will also be conducted regularly. These are vital for the safety of everyone at Paragon and it is very important for you to take all drills seriously. Test drills are a legal responsibility. The consequences of breaching fire safety regulations can include a fine of up to 10,000 from the London Fire Authority. We would have no hesitation in passing costs incurred on to you if your actions placed Paragon Notting Hill Student Lets in breach of these rules. Accidents and emergencies In the case of a medical emergency or accident please call 999 and ask for an ambulance. If you are in any doubt about the medical condition of a fellow student, you should call an ambulance immediately. Inform Reception so they can assist you. The majority of Security staff have Emergency First Aid training. Page 12 of 39
Please report all accidents or Health and Safety incidents to Reception as they must be logged in the Accident Book and we have an obligation to inform your university. Lifts In the event of a lift failure, please remain calm and push the alarm button to summon help. Give the operator your name, your location and then wait patiently until you can be evacuated or are given further instructions. The Operator will alert Paragon staff who will try to talk to you and keep you informed from outside the lift car. If at any time you require further additional assistance, please push the alarm button again and speak to the operator. CCTV has been fitted to the interior of the lift cars. This has been installed for the residents own safety and it will be used to identify misuse and damage. Anyone identified as damaging or misusing the lifts will be invoiced for the related repairs. Health You should register with a Doctor (GP) as soon as possible. All students whose course of study exceeds six months may register with a doctor regardless of whether they are citizens of the UK. Contagious diseases Students in accommodation like Paragon live closely together and the risk of acquiring and spreading disease is higher than in the general population. You are strongly encouraged to obtain information on vaccinations from your Doctor/GP or your College/University Student Services / Well Being Centre. Meningitis The meningitis vaccine is available for students living in accommodation like Paragon. It is strongly recommended you vaccinate against Meningitis. In regards to meningitis symptoms and vaccinations please contact the Meningitis Trust on www.meningitis-trust.org Mumps Due to an increase in the number of cases of mumps being reported in UK Universities, the Health Protection Agency and Department of Health advise that all potential students aged 16 to 25 should check that they have received two doses of the MMR vaccine. If this is not the case, or you are unsure, please consult your Doctor and have a further dose of the above vaccine prior to commencing your course. Page 13 of 39
Care of accommodation What is provided? The communal kitchen of each flat is equipped with cookers, fridge/freezers, microwaves, Hoover, Iron/Iron Board, toasters and kettles. In studio flats the same is provided however, in place of a cooker there is a conventional oven. No crockery or cutlery is provided. Each bed is provided with a mattress protector. No other linen or bedding is provided. Cleaning A full cleaning service is provided to all external and internal communal areas of the site. This includes the courtyard, block entrances, staircases, lobbies and corridors and the Common Room. Cleaners will visit each flat during the week to remove rubbish/recycling. Residents are responsible for cleaning their bedrooms and shower rooms and jointly for cleaning the shared kitchen and communal hallway areas, including floors and work surfaces. Waste bins, dustpan and brush, mop and bucket and a vacuum cleaner are provided in each flat. All residents are required: To do your own washing up and clearing away; To clean the oven, grill, hot plates, fridges and microwave cooker; To bring your rubbish to the kitchen To take joint responsibility for the common areas of the flat; To keep your own room clean. Inspections The communal areas of your flat will be inspected periodically to ensure that they are being cleaned and maintained properly. Bedrooms will normally be inspected once each term and 7 days notice is normally given. Inspections may also periodically include the use of trained sniffer dogs who can help us with our inspections as part of our zero tolerance drugs policy. Any problems will be brought to your attention for you to resolve. If you do not remedy the problem, Paragon Notting Hill Student Lets will carry out the works and recharge you. There maybe occurrences when we believe that the health and safety of the site is at risk and on these occasions immediate access could be required to your room. If you are not present, then our residence staff (including security, maintenance or cleaning) have permission to enter using the master key. Bedrooms will always be locked when we leave the room. Page 14 of 39
Recycling As a commitment to environmental sustainability there is provision for recycling paper, glass and aluminium cans within the kitchens. Please recycle as much of your waste as possible. Paragon Notting Hill Student Lets takes seriously its commitment to the environment and encourages resident involvement in minimising its impact. Repairs and damage Requests for repairs or maintenance should be reported promptly to Reception. They will be logged in the Maintenance Folder and will be attended to as soon as possible. You are not permitted to carry out repairs yourself, even if you have caused the damage. You must not make any alterations to your room or flat, including decoration. Paragon undertake all repairs in line with the response times detailed within the Nominations Agreement that is held with the University of West London. Whilst it may not be possible to fix the problem as quickly as it is hoped, we will guarantee that that problem will be investigated within these times. Electrical equipment International students in particular are reminded that the standard UK supply voltage is 220/240 volts. Your room is provided with 13 amp sockets. Electrical appliances brought into your accommodation must be approved as being safe to use. Testing can be arranged at Reception. A charge is made for this service, please refer to Replacement and damages charges section for details. For the avoidance of any doubt, electrical equipment under one year old will not require a PAT test certificate, however anything over one year old will require certification. Paragon Notting Hill Student Lets reserve the right to carry out random checks of electrical appliances, and to remove any defective or potentially dangerous equipment until it is repaired. Plumbing Please note that the plumbing system ONLY allows toilet paper to be flushed down the toilet, but not cardboard, paper towels, tampons or sanitary towels. The latter must be disposed of (hygienically wrapped) in normal rubbish. To prevent shower drains from blocking please keep your shower trays free of hairs and debris and regularly inspect and clean the shower outlet plug. Page 15 of 39
Condensation Please avoid condensation in your flat (which can be hazardous to health and damage the property) by taking the following precautions: Do not dry clothes over the heater (this is a fire hazard); Keep your room as well ventilated as possible; Do not tamper with the ventilation system in your shower room; If your shower drain is blocked, report it immediately. Do not allow water to flow out of the shower cubicle. Within your kitchen, there is also a ventilation fan system to the outside wall. To operate this please ensure that this is switched on, there will be a switch on the wall which will need to be turned on. This will allow for any condensation, steam, or oil from your cooking to be ventilated from the kitchen. Windows Bedrooms in Paragon are provided with double glazed, large, heavy windows that tilt open inwards from a hinge at the bottom of the frame. For your safety, this is the only way that you are permitted to use them. Any attempt to tamper with the window mechanism or open it beyond the tilt position will be seen as a serious breach of regulations. Damages to the locking mechanism, window or window frame are expensive and the full cost will be passed on to any resident who causes damage. Fridges in bedrooms Fridges are not permitted in student rooms. If a resident wishes to have a fridge within their room on religious or medical grounds, permission must be sought from Paragon Management in writing. There will be a non-refundable charge of 50 if permission is granted. The resident will also be responsible for disposal of the fridge when moving out otherwise another charge will be applied for removal costs. The fridge must have a valid PAT (Portable Appliance Test) safety certificate (electrical safety test) or you will be asked to remove it or repair it. Failure to do this will result in Paragon Notting Hill Student Lets disposing of the fridge and recharging you the full costs. Each flat has a fridge/freezer in the kitchen, for the use of all the residents. Additional furniture You may not change or bring any additional furniture or furnishings into the accommodation. This includes but is not limited to mattresses, curtains and chairs. Any items that are found will be removed and the cost of removal recharged to you. Page 16 of 39
Televisions There is a TV aerial socket in each bedroom and shared kitchen/diner. It is your responsibility to purchase your own television licence(s) for televisions in your bedroom or in the shared areas of the flats. Further details are available at: http://www.tvlicensing.co.uk/index.jsp Posters You may put up posters in your room using white-tac, but you must remove them at the end of your licence. You will be charged for the removal of posters and white-tac by staff. If the residue left on the wall is of a significant amount and requires paint, you will be charged. Do not put up posters using sellotape, pins or nails and do not put posters on windows. Any damage caused by putting up posters will be recharged to you. Pets and pest control No pets are permitted at Paragon, even for a short period of time. The only exception of this relates to trained guide dogs for which permission has been granted in advance by the Accommodation Manager. Residents may see pest control technicians on site, making routine inspections to ensure that no vermin gain access to or settle in the residence. You can help us control this risk by keeping kitchens clean and tidy and not keeping any opened food items in bedrooms. Kitchen equipment If you would like to read the user manuals for any item of the kitchen equipment that has been provided, please see the kitchen notice boards. Alternatively you can ask the reception for a copy of the manuals. Each kitchen is fitted with an extract fan; to operate this there will be a switch close to the cooker and hob that operates the fan. Other services and facilities Post deliveries Post is delivered to the main office daily from Monday to Saturday. Letters and small parcels will be sorted into a secure box for each flat, located in Reception by Royal Mail/Couriers. A yellow slip will be provided for people that haven t collected their parcels for the previous 24hours. It is your responsibility to collect your own post regularly. To limit the loss of post, please do not collect your flatmates post to leave in the kitchens. Please note the following in relation to post: Page 17 of 39
Residents should use the correct postal address on any correspondence, including the room number, flat number and postcode; Residents are not permitted to operate businesses from the premises; Paragon Notting Hill Student Lets will not accept letters or parcels for students who have moved out of Paragon. These items will be returned to sender. Students must make their own arrangements for the collection of larger mailed items directly with the sender. When the Courier arrives you will be called on the intercom to come and collect your item. If you are not in house, Paragon will only accept and store items if there is adequate space to do so. No liability for the loss or damage of any postal deliveries will be accepted by the organisation. Telephone and Internet service A broadband connection is included in your rent. You will have the option of upgrading this service for an extra fee. Full details on how to get connected and use this service will be provided separately by the service provider and given to you when you move in. Launderette There is a pay launderette on site, located behind the Hub. It is operated on behalf of Paragon Notting Hill Student Lets by Circuit Laundry who regularly visit to check and maintain the machines. However, in the event of a problem please report faults directly to Circuit Laundry by using their Freephone Fault Line: 0880 0924 068. When reporting problems please quote: 401420 Paragon The faulty machine number Basic details of the fault Your name and room number. Bicycle storage The fastest way to reach the UWL Ealing campus is by bike. Cycle parking is located directly outside the main entrance to the Halls of Residence and as part of London s Cycling Revolution, free cycle training is available to Paragon residents. If you ve never learnt how to cycle, or would like to be a more confident cyclist visit www.cycleexperience.co.uk to book online or call 0845 4348451. Free cycle guides showing the local quiet routes are available from reception. Anything left in bicycle storage areas are at your absolute risk. Page 18 of 39
Whilst these racks are covered by CCTV you are strongly advised to ensure that your bicycle is adequately insured and that you use heavy duty locking systems to secure your bicycle. Bicycles must not be chained to any railings or lampposts. Any bicycle found stored in any area other than the bicycle racks will be removed. Under no circumstances whatsoever will bicycles be allowed inside the residence. Car parking You are prohibited from applying for a parking permit for any Controlled Parking Zone designated by the local authority now or in the future. Guest policy Guests are permitted at Paragon but, as their host, you are responsible for their conduct and behaviour at all times. All guests must be met and signed in by their host at Reception. They must leave a form of photographic identification (ID) at Reception for the duration of their visit, so you should ensure that they bring some suitable ID with them. (This should not be a passport however if there is no other option a photocopy of the passport will be taken). Unaccompanied guests or guests without photo ID will not be permitted on site. Residents must accompany their guests on departure and ensure they have signed out and collected their ID. Residents cannot have more than one visitor to stay overnight at any one time and guests must stay in your room only. The maximum amount of time a visitor can stay without permission is three nights. If you wish for a guest to stay longer than three nights (up to seven nights) an email requesting permission must be sent to paragon@nhhg.org.uk 48 hours before giving details such as Block, Flat, Room number, your name and your guests name and the dates of arrival and departure. For stays over seven nights (up to 10 nights) agreement must be made with flat mates, permission requested by paragon and it is only allowed once per term/per resident/per guest. If this policy is misused it can lead to disciplinary action. Residents must remain with their guests for the entire time that the guest is on site, whether in your room or outside. Unaccompanied guests will be asked to leave. Residents must not allow their room to be used by others for any period when they are not on site. Page 19 of 39
Paragon Notting Hill Student Lets reserves the right to refuse access or require a guest to leave site without explanation. The Manager may also limit overnight guests during exam periods and during the summer vacation. Residents who are under disciplinary investigation, prohibition or behind with fee payments should expect their guest privileges to be withdrawn. Day visitors You may have up to 3 short term guests at any one time. They must leave site by 11pm on the day of arrival or be re-registered as an overnight guest. Consideration for all residents All residents and guests are expected to be quiet and considerate when in the courtyard or any communal areas. Private parties are not permitted anywhere within the residence. If you are meeting friends from elsewhere, please do so in the Common Room (the Hub), showing due consideration for other users. Ball games, skateboards and skates are strictly prohibited anywhere on site. The Hub will be available to students throughout the Academic Year, however from end of June through to early September the Hub may not be available due to external bookings being made for its use. Noise nuisance Promoting student life at Paragon is important, however not to the disadvantage of others. Whilst we appreciate that socialising is a major part of student life so is studying - this is why Noise Nuisance will not be tolerated. Once you have accepted the terms and conditions of your Licence Agreement, you will have agreed not to do anything, or allow your visitors to do anything which is, or, is likely to cause nuisance or annoyance to any other person. Disciplinary action will be taken and the consequences may range from warnings to informing your university or college of study, involving the Police and even terminating your Licence Agreement. That is why it is important you adhere to the terms and conditions of your Licence Agreement. Please familiarise yourself with your Licence Agreement, it is a useful tool that you can use to establish what your obligations and rights are, as a resident of Paragon. Between the hours of 11pm and 8am we have dedicated quiet hours where noise is expected to be kept to a minimum so residents have the chance to study or sleep. We are also aware we have many music students in the building who need to play musical instruments at a loud volume and for this reason between the hours of 2pm and 4pm we have dedicated noise hours where no noise complaints will be entered into. Page 20 of 39
Departure procedure The following procedures should be carefully followed when you leave Paragon: Remove all personal items and effects from your accommodation. Anything left behind may be disposed of without further notice and the costs of disposal recharged to you; Ensure that all areas of your accommodation are left clean and in good condition. This includes common areas. Failure to maintain the property in good order will result in charges for cleaning, repair or redecoration being incurred; Remove all refuse/rubbish and unwanted items from the accommodation; Charges will be raised for extra rubbish removal; Check that all items on the original inventory are present and in an acceptable working condition. Any item found in an unsuitable condition for future will be replaced and a charge will be incurred; You should arrange in advance to meet with your Residence Officer to undertake an inventory check before you leave. It is important to ensure you receive written (signed) confirmation that the property is in a fit and proper condition and therefore your deposit should be repayable. If you have not organised this then Paragon staff will conduct the check in your absence, using the original inventory as a guide and point of reference; Return all keys and swipe cards to Reception on the morning of departure and sign the Departure File. Note that if you leave and fail to hand in your keys, you remain liable for the rent until Paragon Notting Hill Student Lets gains possession of the accommodation and may also have to pay costs in this involves re-housing the next occupant You are required to depart the residence no later than 10am on your scheduled departure date. It is a requirement that you leave a contact number, address and email for you and your Guarantor. Extending your stay If you wish to stay longer than the expiry date of your Licence, you may apply to extend this. However, you should inform the Paragon Management at your earliest convenience to avoid disappointment. It is likely that the rates will increase during the summer period; please check the booking rate when making your enquiry. All bookings will be subject to availability. Page 21 of 39
Replacements and damage charges We expect you to leave the accommodation in the same state as you found it. If at any time during your stay there is damage to any part of the accommodation, charges will be applied accordingly. Any damage within the student bedroom will be applied to that resident. Damage within the shared kitchen will be applied equally to all residents of that flat and damage within the main block areas will be applied to all members of that block. Living in communal accommodation means that everyone takes responsibility for the shared areas. The only way we can amend charges is if an individual or individuals own up to the said damage. This also applies to any items that need replacing due to misuse. In the event of damage requiring replacement or cleaning, we will recharge the cost to you. The list below is not exhaustive and is indicative only actual costs may vary. Charges are subject to change without notice. All charges are subject to VAT (at 20%) which will be added to the bill. All damage charges will only be for the cost of materials, parts and labour involved in repairing or replacing the item as per the ANUK National Code of Standards. http://www.nationalcode.org/. Notting Hill is a charitable organisation and we will not make any profit from re-charges. Cleaning/Repair/Replacement Cost Call out charge for lockout 160.01 Clean bedroom or hallway carpet 30.00 Clean complete bathroom 40.00 Clean complete study bedroom 50.00 Clean kitchen/diner (excluding white goods) 60.00 Clean kitchen/diner white goods 80.00 Clean one wall 15.00 Clean oven or fridge/freezer 25.00 each Refill fire extinguisher CO2 50.00 Refill fire extinguisher- water 25.00 Repaint one wall 20.00 Repaint full room 50.00 Repaint touch up 30.00 Replace bathroom mirror 30.00 Replace bedroom or bathroom door 150.00 Replace bedroom or hallway carpet 400.00 Replace shower non slip flooring 150.00 Replace ceiling tile 15.00 Replace cooker control knob 7.00 Replace cooker hob 100.00 Replace dining or bedroom chair 25.00 Replace door key 20.00 Replace plastic key fob 2.50 Replace door stop 3.00 Replace dry riser glass 22.00 Page 22 of 39
Replace fire blanket 22.00 Replace fire door glass visor panel 22.00 Replace fire signage stickers 10.00 Replace grill handle 25.00 Replace heater 80.00 Replace heater control module 50.00 Replace intercom handset 50.00 Replace iron 20.00 Replace kitchen vinyl flooring 500.00 Replace kitchen carpet 250.00 Replace lock 45.00 Replace mailbox or kitchen cupboard key Replace mattress 100.00 Replace microwave 50.00 Replace noticeboard 20.00 Replace round table 60.00 Replace sink plug and chain 5.00 Replace swipe card 10.00 Replace towel rail 25.00 Replace vacuum cleaner 150.00 Replace WC seat 30.00 Replace window handle 20.00 Replace wireless router 50.00 You may be re-charged a management and administrational fee 5.00 each 12.00% Page 23 of 39
Maintenance Response Times The response times below indicate the time in which any maintenance fault or problem will be responded to. It does not necessarily mean that the fault will be fixed within this time, though Paragon will always attempt to complete any issues at its earliest possible moment. Item Description Response Minor building repairs 7 days Building / Fabric Structural repairs 7 days Repairs to walls, door frames etc 7 days Trip holes 7 days General Repairs requiring special parts 14 days* Communal doors repairs due to failure or break in 24 hours Communal door lock repairs due to failure of break in 24 hours Entry-phone failure 7 days Doors / Access Flat doors repairs due to failure or break in 24 hours / Locks Bedroom doors repairs due to failure or break in 24 hours Easing doors and locks 7 days Replacement doors 14 days* Broken door closures 7 days Temporary solution to ground floor window glass 2-4 hours* (security breach) Glazing / Repairs to window glass (no security breach) 24 hours Windows Minor repairs (e.g. draughts) 7 days Replacement of windows / frames 14 days* Jammed windows and broken window catches 14 days Lifts Entrapments 3-4 hours* (Passenger) General failure 24 hours Failure of supply to building 2-4 hours* Failure of supply to room / non essential appliance 24 hours Electrical Lighting failure 24 hours Light bulb replacement (where applicable) 24 hours* Imm. Heater element replacement (see no hot water) 7 days Minor faults (e.g. cracked plug socket) 7 days Fire alarm system failure 2-4 hours* Fire Detection Smoke detector failure 2-4 hours* Control Emergency lighting failure (3hr battery back up) 2-4 hours* Systems Defective fire fighting appliances 24 hours* Defective fire / emergency signage 24 hours* Heating No heating to a building flat or room 24 hours No mains water 4 hours Water ingress 24 hours Major leak 4 hours Water / Defective / leaking sanitary ware/shower item unusable 24 hours Plumbing Defective sanitary ware/shower 7 days Drains Blockages causing damage to property 4 hours Drains Blockages 24 hours Minor leak / flood 24 hours Page 24 of 39
Item Description Response Faulty tap 7 days No hot water (see immersion heater element) 24 hours* Major Hazard Major risk to health and safety Immediate Serious Hazard Serious risk to health and safety 24 hours Minor Hazard Minor risk to health and safety 7 days Fridge Repairs to unusable items 72 hours Freezer Repairs to unusable items 72 hours Cooker Repairs to unusable items 72 hours Hob Repairs to unusable items 48 hours Heating App. Repairs to unusable items 48 hours General Minor repairs to unusable items 7 days Carpets Repairs 7 days [Replacement] 14 days General Items Repairs to defective items of furniture 7 days [Replacement] 7 days Spillage (Major H&S hazard) Immediate Spillage (Serious H&S hazard) 24 hours Spillage (Minor H&S hazard) 7 days Responsive Cleaning / waste disposal fault (Major H&S hazard) 12 hours Cleaning Cleaning / waste disposal fault (Serious H&S hazard) 24 hours Cleaning / waste disposal fault (Minor H&S hazard) 7 days Graffiti 7 days Infestation (Pest / Rodent / Insect) 24 hours Fire alarm Immediate Bomb alert Immediate Life or death incident Immediate Major health and safety incident Immediate Incident Lock out 60 minutes Response Investigate suspicious circumstances 60 minutes Noise behaviour / disturbance 60 minutes Key holder response other security, alarm resets 60 minutes Key holder response emergency maintenance 4 hours Camera 24 hours Site recording equipment 24 hours Site Equipment CCTV transmission equipment 24 hours Emergency Call Point equipment 24 hours Fire alarm transmission 24 hours Washing machine failure 7 days Launderette Services (assume 50% of machines work) Drying machine failure 7 days (assume 50% of machines work) (*) Please note that some repairs are contracted out externally or require parts that we do not have, therefore the response times are only guidance and we cannot account for delays. Page 25 of 39
Complaints Procedure 1 Introduction 1.1. Notting Hill Housing (NHH) aims to give an excellent service to our customers. We want to know when we get things wrong or when customers are unhappy with the service they have received from us. 1.2. The aim of this statement is to set out how we will listen, respond and learn from problems and mistakes so that we can give better service in the future. 2 How we identify a complaint 2.1. Any dissatisfaction our customer feels about an aspect of our service, policies or actions and decisions. 2.2. A complaint could be when a customer feels: We have failed to respond to their initial enquiries Our staff were unhelpful or were not polite We have failed to meet one of our customer service promises We gave unclear, misleading or unsuitable advice Our policies or procedures are incorrect or unfair Unhappy with our actions or decisions 2.3. A complaint is not a request for a service or an enquiry 2.4 There are some instances when we will not be able to deal with your issue via the complaints process If your complaint relates to a legal matter which is already being dealt with by a solicitor. Should the complaint be in regards to any agent acting on behalf of Notting Hill Housing, for example an agent we have employed to manage a building or a parking enforcement contractor, customers may be advised to proceed through the agent s complaint handling process first before we will consider the matter. 2.5 Often a customer just wants their complaint to be quickly and easily solved. We will try to do this within the day that the customer raises it, as a Quick Fix solution. 3 How we will respond when we receive a complaint 3.1. When we receive a complaint, we welcome it as an opportunity to improve our relationship with our customers and to improve our service. We are not defensive and we do not immediately try to see Page 26 of 39
whether the problem is our fault or responsibility, we simply welcome the opportunity to hear where customers feel we have got things wrong and where they feel we need to improve. 3.2. Because we see complaints as an opportunity, staff are encouraged to actively identify complaints. A customer will not have to use the word complaint or to ask to make a complaint. Staff will record any expression of dissatisfaction as a complaint and respond following our set out approach. 3.3. We consider our customers to be anyone who has contact or receives a service from Notting Hill. This means we will listen to complaints from anyone who expresses dissatisfaction with us, in addition to our tenants and leaseholders. 4 What we will do when we receive a Complaint 4.1 When a customer tells a member of staff that they are unhappy with something, the staff member will take personal responsibility for taking the information. The customer can tell us about their complaint in writing (an email to paragon@nhhg.org.uk). They can also ask someone else to complain on their behalf if they would feel more comfortable having an advocate contact us. An advocate could be a friend or a family member. The customer would need to confirm that they are happy for us to liaise with their advocate before we respond to the complaint. 4.2 Quick Fix: The member of staff will find out from the customer what the issue is that they are unhappy about, what they would like to be done to resolve the matter and a timescale when it should be resolved. If the member of staff can resolve the complaint within 1 working day it will be resolved as a Quick Fix. 4.3. Complaint: If the customer s complaint cannot be resolved within 1 working day, it will be treated as a formal complaint and given to the right member of staff who will: Speak or write to the customer within 5 days to clarify the issue and agree how and when it will be resolved Ensure any actions agreed with the customer are carried out and followed up Contact the customer via telephone to summarise the key points of the outcome letter then; Write to the customer confirming how the complaint has been resolved, within 10 working days of when the customer made the complaint. 4.4. Review: If the customer is not satisfied with the outcome of their complaint, they can ask for it to be reviewed within 20 working days of when they receive their outcome letter. The Review will be carried out Page 27 of 39
by a manager who is more senior than the person who initially responded to the complaint. The right manager will: Speak to the customer as soon as possible after receiving a review request to clarify why they are dissatisfied with the complaint response, and see whether anything can be done to resolve it before the review If the customer is not satisfied after speaking to the manager, the Review will be carried out with the manager, an Independent Manager (a manager from another part of Notting Hill) and with written feedback from an Independent Reviewer (a Board, Committee or Local Scrutiny Panel Member) Ensure any actions agreed with the customer are carried out and followed up Write to the customer confirming how the complaint has been resolved, within 15 working days of when the customer made the complaint 4.5. ANUK: If the customer is not satisfied with the outcome of their complaint after it has been considered at a Review, they can refer their complaint to the accreditor, ANUK. Please note they will only usually look at a customer complaint once it has been through all stages of our internal complaints procedure. 5 How we will learn from Complaints 5.1 A customer complaint is a fantastic opportunity to learn about what or how we need to improve our service. We therefore want to learn from every complaint and to capture and share the things that we learn so that everyone can improve. 5.2 In order to do this we will record and monitor every complaint including details such as what the complaint was about, how it was resolved, how quickly it was resolved and what we learnt. 5.3 We will contact customers after they have complained to find out about their experience of the process and we will seek to learn from this feedback and to change our processes and approach to reflect customers views. 5.4 We will carry out regular complaint reviews in order to continuously look at how we can improve our handling of complaints. Page 28 of 39
6 How we will make sure our complaints approach is fair and easy to access 6.1 We will treat all customers fairly and with respect. We will provide customers with any support they need throughout their complaint, this could include translating information or providing an interpreter if their first language is not English. 6.2. We will accept complaints from a customer s advocate or representative when the customer has confirmed they would like that person to act on their behalf. 6.3 We reserve the right to use our unacceptable user actions and behaviour policy, when a customer s actions or behaviours are deemed to be unreasonable. An example of this could be if a customer uses threatening or offensive language towards staff, then we would ask them to communicate in writing, to a particular manager. We would always try to find a way to work with customers before reaching this stage, but very occasionally have to use this policy in order to ensure the safety and wellbeing of our staff. 7. IMPLICATIONS OF MAKING A COMPLAINT Paragon Notting Hill Student Lets believes that, unless intended to intentionally annoy or cause embarrassment, each individual has the right to seek the resolution of a problem without fear of adverse reaction or prejudice. Any matters raised will be treated in confidence with the aim of achieving a satisfactory outcome as quickly as possible. Unless, intended to intentionally annoy or cause embarrassment, there will be no disciplinary or other adverse implications for a student who makes a complaint or allegation providing the student acts in good faith, within the law, and in accordance with established procedures including those above. Victimisation of a complainant and deterring anybody from making a proper complaint are serious disciplinary offences. Page 29 of 39
Disciplinary Procedure 1. GENERAL 1.1 Students should understand that while studying at their College or University, or living at Paragon, they are part of a community of other students, other Paragon residents and staff. Students are expected to act as responsible and considerate members of that community. In all areas of the Paragon site, students are required to observe the Trust's reasonable rules and procedures and to comply with the terms of their Residence Agreement. 1.2 Managers at Paragon have power to take disciplinary action for a Disciplinary Offence. If a Disciplinary Offence is proved it may result in one of a number of consequences for the student including a warning, a charge for cost or termination of the student's Residence Agreement, including expulsion from the Accommodation. In addition, the Paragon Manager may refer serious allegations of a Disciplinary Offence, in appropriate circumstances, to be dealt with under the disciplinary procedures of the Student's University or College. 1.3 The emphasis of this procedure is on informality, with the object of solving problems quickly, simply and fairly. It is hoped that the great majority of issues can be settled amicably at an early stage. 2. INVESTIGATION 2.1 If an allegation of misconduct arises the Accommodation Manager will appoint a member of staff to undertake an investigation. The purpose of the investigation will be to ascertain all the relevant facts relating to the allegation and to ascertain whether in the opinion of Accommodation Manager there is sufficient evidence to require a student to answer to an allegation of misconduct. The investigating officer may interview the student concerned, other residents and staff at Paragon and may also wish to contact the student's University or College for more information. The investigating officer will report their findings to Accommodation Manager as soon as possible. 2.2 If having reviewed the investigating officer's findings the Accommodation Manager decides that there is an allegation of minor misconduct for the student to answer he or she shall notify the student accordingly. 2.3 If allegation is in the opinion of the Accommodation Manager sufficiently serious or the student does not dispute the allegation or the material facts surrounding it the Accommodation Manager may impose a penalty on the student. The extent and nature of the penalty will be at the discretion of Accommodation Manager or the Director, whose decision is final. Page 30 of 39
2.3.1 Otherwise the Accommodation Manager will call the student to a meeting with appropriate notice to consider the alleged misconduct. The student will be entitled to bring a friend or representative e.g. from the Residents Association or their Student's Union. Students may not be represented by an external organisation. They will have the opportunity to state their case to Accommodation Manager before determination whether or not on the balance of probabilities the misconduct is found proven, and if so, what penalty should apply. The Accommodation Manager shall confirm their decision to the student in writing within 7 days. If the Accommodation Manager dismisses the matter no record of the allegations will be kept on the student's file. 2.4 In exceptional cases where the Director or Accommodation Manager reasonably believes that the student presents a serious and immediate risk to the health and safety of other residents, staff or agents the Director or the Accommodation Manager has power to terminate the student's occupation and require that he or she be excluded from the Accommodation immediately. 2.5 If the student fails to attend a disciplinary meeting, the Director or the Accommodation Manager may make their decision based on the facts before them in their absence. 3. PENALTIES 3.1 The range of potential penalties where misconduct is found proven include: 3.1.1 A warning, to stay on the student's accommodation file for a maximum of three years; 3.1.2 A charge for the full costs, including labour, materials and administration, of making good any damage for which the student has been held responsible; 3.1.3 Exclusion of a student from the Accommodation. A resident will normally be given 28 days notice to leave the Accommodation unless the Director or the Accommodation Manager reasonably believes that immediate expulsion is essential, for example the student presents a serious and immediate risk to the health and safety of other residents, staff or agents; 3.1.4 Any other disciplinary action as the Director or the Accommodation Manager sees as appropriate and reasonable; 3.1.5 The matter being referred to the student's University or College with a request that action be taken under their Student Code of Conduct. At the Paragon Manager's discretion the student's University or College may be informed of any disciplinary action taken. Page 31 of 39
Disciplinary Offences The following matters would be deemed by the Trust to constitute Disciplinary Offences: 1. MISCONDUCT 1.1 Misconduct is improper interference in its broadest sense with the proper functioning of their accommodation and the Paragon site, or activity which damages them. This includes all the members of the Paragon community, residents, staff or agents. 1.2 On the Paragon site, misconduct will mean a breach of the student's Licence Agreement or non compliance with other reasonable rules or procedures of the Trust. Serious misconduct could lead to termination of the Licence Agreement. While it is not possible to identify every action that might constitute misconduct at Paragon, some common examples are given below: 1.2.1 Damage to property belonging to Paragon or another resident 1.2.2 Injury, abuse or harassment of another resident, agent or member of Paragon staff 1.2.3 Behaviour which puts the health or safety of other persons at risk 1.2.4 Use and/or possession of illegal substances and drugs 1.2.5 Anti-social behaviour including unauthorised guests, the behaviour of any guests, unauthorised events such as parties or functions, serious or persistent levels of noise and disruption to other persons including within the local neighbourhood 1.2.6 Smoking in prohibited areas 1.2.7 Failure to comply with fire regulations 1.2.8 Breach of the e-mail and internet rules of internet use 1.2.9 Abuse of security staff, damaging reception security turnstiles and block entry systems. 2. DRUGS AND INTOXICATING SUBSTANCES 2.1 Paragon Student Lets has a Zero tolerance on drugs 2.2 Possession and/or use of any controlled drugs is illegal and is a serious disciplinary offence within the Accommodation. Use or possession of controlled drugs in the Accommodation, or allowing them to be used in your Page 32 of 39
room or flat, will be cause for immediate expulsion from the Accommodation. In addition your University or College may be informed of the reason for which you are being required to leave and the matter may be referred to the police. Guests involved will also be required to leave immediately. 2.3 Drugs, solvents, and intoxicating substances are injurious to health. Residents seeking further information about drugs or other noxious substances or concerned about their own use of them should seek advice immediately from any one of the many health and support services, including their own doctor, who can provide professional advice. If you do not know how to contact one of the support services, please ask a member of Paragon staff or the Welfare University or College Student Services Office or Student's Union. 2.4 The police are interested in patterns relating to the supply of drugs. Any resident receiving unsolicited offers of drugs or with other information which could be helpful to the police is invited to share such information with them. Any information provided will be treated confidentially. 3. DISCRIMINATION AND PERSONAL HARASSMENT 3.1 The Trust affirms its opposition to unfair discrimination in any form and it is in keeping with this policy to prohibit any kind of personal harassment including but not limited to harassment on the grounds of race, religion, age, sex, or sexual orientation. 3.2 Harassment of one member of the Paragon community by another is wholly unacceptable behaviour and can be grounds for disciplinary action which may include expulsion or dismissal. The matter may also be referred to your College or University. 3.3 Any incidents of personal harassment should be reported to the Paragon Management as soon as possible. Page 33 of 39
BROADBAND INTERNET Paragon Student Accommodation Broadband Internet As the internet service is provided by a third party the Trust cannot guarantee that there will be no interruptions in service. We will make reasonable endeavours to remedy any problems within 2 working days of receipt of notice of the interruption. We reserves the right to disconnect the service in the event of a breach in the Residence Agreement or a disciplinary penalty. 1. Internet Service Terms and Conditions 1.1 This User Policy sets out how the Services may be used and any restrictions on your use of the Services. Many of the guidelines will be obvious, however, we set them out here so that there can be no confusion or doubt over what is or is not acceptable. 1.2 You should check this User Policy online regularly as we may change it to take on board new issues that may arise in connection with your use of the Services or the way we provide the Services. The most up to date version of the User Policy will apply to your use of the Services, even if you have not read the updated version. If we have reasonable grounds to suspect that you are in breach of this User Policy or any other terms on which we provide the Services to you, or you do anything which would put us in breach of our statutory or other obligations, we reserve the right to suspend or terminate your access to the Services. We will give you notice of suspension or termination as soon as it is practical to do so. No refund will be made if services are terminated for any period due to misuse. 2. General Use 2.1 As a general principle, you must not use the Services in any way that is unlawful or illegal or in a way that affects the enjoyment of other users of the Services. 2.2 Nobody may use the Services, either directly or indirectly: 2.2.1 To transmit, publish, link to, make available or receive any material which is defamatory, offensive, abusive, obscene, indecent, racist, harmful, threatening or menacing; or 2.2.2 In a way that will be a breach of any person's rights, including a breach of confidence, copyright, privacy or any other rights; or 2.2.3 In breach of any instructions we have given you under the Residential Customer Service Agreement; or Page 34 of 39
2.2.4 In a way that is associated with a criminal offence; or 2.2.5 In a way that does not conform with the acceptable use or anti-spam policies of any connected networks, the standards of the Advertising Standards Authority, professional publishing standards or any Internet standards; or 2.2.6 To infringe by the use of any domain name, mail box name or otherwise on the rights of any other person in a trade mark or name whether in statute or common law; or 2.2.7 To send email or any other type of electronic message with the intention or result of affecting the performance or functionality of any computer facilities. 3. Unacceptable Behaviour Nobody may use the Services, either directly or indirectly: 3.1 To threaten, harass or cause distress, annoyance or discomfort to any other person or entity; 3.2 To intentionally disrupt or adversely affect any other person or entity's access to or use of the Internet or any features which form part of the Internet; 3.3 To transmit or cause to be transmitted any advertising, promotional or other materials that are unsolicited (commonly known as "spam"); 3.4 To transmit or cause to be transmitted mail bombs, chain letters or pyramid schemes. 4. Security 4.1 One of the main dangers when using the Internet is the possibility of someone gaining access to your PC or any other device you use to access the Internet and the information you keep on it. To help prevent this we strongly recommend you use a firewall. A firewall is a product which helps protect your machine from unauthorised access. No firewall can guarantee security, but an adequate firewall will increase the security of your machine and help protect your anonymity. 4.2 We do not provide firewalls ourselves, but you will find further information on security and details of various firewalls which are available on our help pages. It is your responsibility to ensure the security of your machine and we cannot be responsible to you in the event that a person gains unauthorised access, whether or not you use a firewall. 4.3 You must not use the Services to carry out Port scanning/probing (which is an attempt to identify an open gateway into another Internet user's Page 35 of 39
machine). Where it has been identified that an account has been used for this activity we may withdraw the Services without notice. 4.4 You must not use the Services to run any program that can be used to compromise the efficiency and security of network traffic. 4.5 You must not use the Services to knowingly cause Worms, Trojans or Viruses to be transmitted. Any account found to have been used to transmit such items can be subject to immediate suspension or disconnection of Services without notice. 4.6 We in no way offer support for the detection or removal of Viruses, Worms or Trojans. We strongly recommend that you use good quality up-todate anti-virus software supplied by a reputable anti-virus developer to protect your system from unwanted Viruses, Worms and Trojans. Details can be found on our help pages 5. Data Protection and Privacy 5.1 Before completing any forms or passing your personal details on to anyone via the Internet you should be certain about who is receiving those details and if you do not wish them to sell your name to third parties, you should check the opt out boxes. 5.2 Details of the UK Data Protection law and registration requirements can be found at http://www.dataprotection.gov.uk. 5.3 Nobody may use the Services, either directly or indirectly: 5.3.1 in breach of the provisions of the data protection legislation or any directions issued by the Data Protection Commissioner; 5.3.2 to collect names and personal details of other users of the Services; 5.3.3 to transmit, publish, link to, make available or cause to be transmitted any material designed to obtain passwords, account information or other information from other users of the Services. 6. Copyright and Third Party Rights 6.1 Many images, photographs, articles, pages, designs, drawings, software, music, information and other materials published on the Internet and on the Services are protected by copyright. Publishing material on the Internet and on the Services does not mean it is available for anyone to copy. Unless the owner of that copyright specifically states that you may copy the work, you should assume that you cannot. 6.2 It is an infringement of copyright to copy, reproduce, adapt, translate, broadcast or perform copyright protected material without permission, to Page 36 of 39
make infringing copies available to the public or otherwise to knowingly deal in infringing copies. 6.3 The Services must not be used, directly or indirectly, to transmit, publish, link to or otherwise make available any confidential information or trade secrets of any person or entity. 7. Fraud 7.1 Nobody may use the Services, either directly or indirectly to impersonate any person, entity or a minor or to commit or attempt to commit any fraud. 7.2 In using the Services, you must not use a false name or a name you are not entitled to use. 8. Use of the Network 8.1 Networking and Wireless Networking 8.1.1 The Internet Services are designed for connection to a single PC. If you connect more than one PC at any one time to the Internet Services you agree that this shall be entirely at your own risk. Technical support shall remain limited to your Internet connection only. You must not connect more than three (3) PCs to the Internet Services at any one time. 8.1.2 You are permitted to use routers, and the connection of a dedicated hardware router or firewall are not be considered a PC for the purposes of this section. Page 37 of 39
This document This document is subject to change at any time and may affect the prices, policies and procedures displayed within. Translation service This document can be provided in translation or in other formats such as braille or audio on request. Please call 020 7091 9344 for this service. Improving our service We are always striving to improve our service and we want to hear about your suggestions and your complaints. Forms are available from Reception to provide your feedback. Alternatively talk to a member of the Paragon team. We will also discuss feedback at regular meetings hosted by the Residents Association or Paragon management team in the Common Room. Head office This handbook is published by Paragon Notting Hill Student Lets which is a subsidiary of Notting Hill Housing whose head office address is: Notting Hill Housing Bruce Kenrick House 2 Killick Street London N1 9FL Date of publication This handbook was published in March 2014 Paragon is a non-smoking residence. Page 38 of 39
Paragon Notting Hill Student Lets, Paragon Office, Boston Park Road, Brentford, Middlesex, TW8 9QW Tel: 0208 560 1561 Email: paragon@nhhg.org.uk Web: www.paragonlets.com Page 39 of 39