Living in halls

Coming to university might be the first time that you have lived with anyone other than your immediate family.

Even for those who have experienced living with others before, moving into a new home with people that you do not know can still be very off-putting and living in a hall of residence or student house/flat may be a new experience for you.

Even if you are a postgraduate student who has previously experienced living in University residences, you are still likely to be living with an entirely new group of people. Your neighbours, however, are likely to become some of your closest friends during your time at University and understanding and respecting their needs and space is key to hassle-free living.

Consideration in shared facilities

In shared living accommodation, space is often limited. Communal space such as kitchens or shared bathroom/shower facilities are provided for everyone's use, therefore, it is essential to develop good relationships with your neighbours and make sure space is equally divided amongst residents and not dominated by individuals.

Neither you nor your neighbours will want to shower or bathe in dirty facilities, therefore make sure that you clean up after yourself in communal areas, so that fellow students in the flat/house can use the facilities with the degree of cleanliness that you would expect to find.

If you experience problems with one of your neighbours and you have tried to talk to them in a calm and polite manner, the chances are that they will not realise they have caused you a problem and will be apologetic and adapt their behaviour accordingly. If this form of mediation does not resolve the issue, please speak to either a Student Warden or a member of the Residences Management Team who will willingly help to resolve the problem for you.

Noise

Excessive noise is the greatest cause of friction between residents, so it's important that you think of your flatmates.

You have decided to live in a community, it is therefore important that you consider your neighbours. Things such as loud music, mobile phones and loud chatter amongst friends in the corridor or in your room can be very distracting to a student who is studying or sleeping. You should also respect members of the local community with regards to noise levels and good behaviour.

During exam periods we ask that you are respectful and show consideration for your flatmates by keeping noise to a minimum.

Anyone found making or causing excessive noise during the exam period may be subject to the University Disciplinary Procedure.

To report excessive noise in residences during out of office hours, please contact University Security.

Once you have finished your exams you may want to celebrate! Please be mindful that although you may have finished your exams, others may still have more exams to study for.

Guests

Overnight guests are welcome to stay for a maximum of two nights a month.

Residents will be allowed one guest per room at any one time. Your guest should be booked in advance by obtaining an Overnight Guest Pass from your residence's reception by 17:00, Monday to Friday only.

Cleaning

A weekly cleaning service is provided (except in the residences for families and couples) which includes the cleaning of kitchens, communal bathroom areas, corridors and entrances.

The service does not include washing-up, laundry, removal of refuse or any cleaning of your study bedroom, ensuite or adjoining bathroom. It is your responsibility to keep these areas clean. To help you with this, vacuum cleaners are provided in your house or flat. Please note, these are not to be used for clearing any spillages.

Residences aim to:

• Clean kitchen surfaces weekly
• Supply black bin bags weekly (halls of residences only)
• Clean cookers and microwaves inside and out weekly
• Clean the outside of fridges/freezers weekly
• Wash refuse bins weekly
• Check walls, skirting boards, cupboard doors and inside of windows/sills weekly and clean if necessary (communal areas only)
• Clean communal bathroom areas weekly
• Clean communal areas weekly including carpets, flooring, stairs, stairwells and glass panels

Belongings

Protecting yours and others' belongings will ensure that you live in a safe environment. So remember...

Do not let strangers come into your room/flat/house

If a stranger tries to follow you in, don't politely hold the door open for them. Instead, ask them who they are visiting. If you are not convinced, do not let them in. Suggest that they telephone the student they are visiting who can come and greet them. Your neighbours will respect you for protecting their safety rather than reproach you for questioning their friend or colleague.

Always remember to lock your study bedroom door when you are not in your room. This will safeguard your personal belongings even if you are just going to the kitchen to chat with your neighbours. Likewise, if your room is on the ground floor, check that all the windows are secure. Even though all windows are fitted with restrictors, they are still vulnerable to an opportunist thief.

Preventing mould and condensation

The main cause of mould is damp or excessive condensation. To thrive, mould needs oxygen, water and a food source such as wood or cellulose (which is found in building materials).

This means that mould tends to grow in places such as:

• Around window frames, especially if they are made of wood.
• In the corners of walls, wallpaper and acrylic paint.
• In moist areas like the bathroom or kitchen.
• In spaces where air doesn't circulate, behind furniture for example.
• On leather and clothing.
• In areas around fans, air conditioning units and filters.
• In books and paper.

You may be surprised to discover that normal routines have a major effect on the moisture in your room. Cooking, steam from a boiling kettle, washing, drying clothes, having a bath or shower, even breathing can create as much as 20 pints of excess moisture every day.

Other signs are blotches of mould on walls, also perhaps a damp smell. Check behind pictures, cupboards and furniture. Clothes, shoes and books can suffer irreparable damage and the signs of mould will be obvious enough.

Mould can be dangerous as it can affect your health, causing problems like asthma, headaches and respiratory infections so you need to do what you can to reduce it.

Steps to reduce condensation and avoid mould:

• Wipe windows that appear wet.
• Avoid drying clothes in your room.
• Open your window for short periods daily.
• Ensure window vents are left open.
• Ensure bathroom extractor fan is operating when showering.
• Do not use kettles and/or any cooking equipment in bedrooms.

Your rights and responsibilities in halls

Fees

If you are staying at Private Halls, details about paying will be included in the information sent to you once you have been allocated a place.

Fees for all other residences, as well as most of the associated charges such as parking permits, are payable by one of the following methods:

• Credit/debit card in full in advance or on arrival
• Direct debit from a UK Bank Account (payable in a maximum of three instalments on set dates, depending on your residential period). Please note: this Direct Debit covers residences fees and associated charges only. You will need to complete a separate mandate for your tuition fees.

A couple of weeks before each payment date you will be emailed a payment advice advising you of the date and the amount that will be taken by Direct Debit for that instalment.

This enables you to ensure there are sufficient funds in the account. This will be emailed to your Cardiff University email address and also to any other email address we hold for you. It is important for you to check your email accounts regularly.

Please note some email providers may treat the email as spam, so please check your spam/junk mail folder as well as your inbox.

If you anticipate difficulty paying your residences fees, for example, as a result of the late arrival of your Student Loan or because you receive a stipend or a monthly NHS Bursary, then you must contact CSERV Finance on (029) 2087 5239 or 4662 or 6367 immediately.

Health and Safety

Your Residential Terms & Conditions state that you must not bring into, use or trade any unlawful drugs or other illegal substances within University premises, including University Residences.

Breaching this policy may result in the termination of your Residences Agreement. In addition, if in the reasonable opinion of the University it is appropriate to do so, it will be dealt with under the University’s Student Disciplinary Procedure, which may, depending upon the seriousness of the breach, result in the student’s expulsion from the University.

Residential Terms and Conditions

Please click here to view the Terms and Conditions of taking up residence in University Halls.

Standards and complaints

Making a complaint about University Residences

University residences aim to provide quality services and facilities that meet the needs of their customers.

The University says that if customers have any comments or concerns regarding the quality of facilities or services provided, they would like to hear them and assist wherever possible. So if there are any issues, you should not hesitate to inform them.

The University asks that complaints be made by direct service users. Complaints received by the University solely from third parties will not be dealt with. In University residences the complaint must, therefore, be made by the resident, rather than a parent/guardian.

How to complain

Complaints should be submitted using the stages detailed below. Most complaints can be resolved at the early resolution stages.

Stage 1: Early Resolution

The University asks that complaints be raised to the relevant manager within seven calendar days of issue occurring.

Complaints can be raised by email or by completing the customer complaint form and emailing it to the relevant manager using the contact details below.

The University says that it aims to resolve the complaint within 14 calendar days.

We aim to resolve the complaint within 14 calendar days.

Stage 2: Formal

Formal complaints should be raised to the Director of Campus Facilities within 14 days of the date of stage two response or for complaints of a serious nature within 28 days of the issue occurring.

Complaints should be raised by completing the customer complaint form and emailing it to the Director of Campus Facilities:

Director of Campus Facilities
c/o Administrator
Email: fowlerlm@cardiff.ac.uk

The University aims to resolve the complaint within 52 calendar days.

Review of decision

Student customers who are unhappy with the outcome of the formal complaint decision are able to request that the decision is reviewed in line with the University Student Complaint Procedure.

Student customers are registered students of Cardiff University or former students (within 28 days of their formal leaving date).

Codes of Practice

The University is required to belong to a government-approved code have signed up to the Student Accommodation Code of Practice which protects students' rights to safe, good quality accommodation. It outlines everything you should expect from your university or college accommodation as well as your responsibilities as a tenant. This includes the following promises:

1. A healthy, safe environment.
2. Timely repairs and maintenance.
3. A clean, pleasant living environment.
4. A formal, contractual relationship with your landlord.
5. Access to health and wellbeing services.
6. A living environment free from anti-social behaviour.

You can find out more by visiting http://www.thesac.org.uk/the-code .