Your guide to The Costume Store

Contents

Welcome 4Essential contacts 5Your new address 6Transport 7

Meet your halls team 8Residence Managers 9Out of Hours Team 10Halls Reps 11Events 12

Your area 13Interactive map 14Local amenities 15Things to do 16

Important stuff 17Rent 18Finance 19Student Services 21Additional student support 22Safety and security 24

Useful stuff 26Tips for a happy hall life 27Communal living 29Sustainability at UAL 31Useful apps 33Halls Life 35Where to eat 36Hand roasted artisan coffee 38arts shop 39

Coronavirus measures 40

In your hall 46Overview 47Bicycles 49Laundry 50Repairs 52Wi-Fi 54

In your flat 57Rubbish and recycling 58Electrical safety 59Fire safety 60Inventory 61Fridge and freezer 63Heating and hot water 64Induction hob 65

What you need to do 66Subletting 67Television licence 67Proof of address 68Windows 68Vermin 68Tenancy agreement 69Noise 70Absences 71Post 72Disabilities and health concerns 74Keys 75Room move requests 77Visitors and overnight guests 79Bed linen and kitchen packs 80Code of Practice 81Complaints procedure 82Conduct 83Culture shock 84Damages and charges 86Cleaning 91Inspections 92Around your hall 97Need help? 98Arts Students’ Union 99Support 100Movinvg out 103

Welcome home

4

Welcome to The Costume Store

All of the Accommodation Services team are really excited to welcome you to your brand-new home. We hope you have an amazing time living here.

Our team is made up of Residence Managers, Halls Reps, and Accommodation Advisors. Some of our partner halls have Accommodation Managers who work for our partner companies. We are all dedicated to making sure your happiness, security and safety in halls are our top priorities.

We’ve put this guide together to help you settle in and get to know your new neighbourhood so we hope you find it useful.

Remember, you can also visit our Halls Life platform at hallslife.arts.ac.uk to read articles from fellow students about all things related to life in UAL halls.

5Essential contacts

accommodation@arts.ac.uk

+44 (0)20 7514 6240

@ual_halls

UALAccommodation

UALAccommodation

6

Your new address

Room and flat number, The Costume Store, 160 Victoria Road, North Acton, London, W3 6UL

7

Transport

Travel zone:

2/3

Nearest Tube:

North ActonNearest train station:

Acton

Nearest bus routes:

260 266

440 487

N266

Student Oyster Cards:

For more information and how to apply for your discount travel card please visit tfl.gov.uk

8

Meet your halls team

9

Residence Manager(Intervention, Welfare and Conduct)Louise Nash

Residence Managers

All of our halls are staffed 24/7 and have either a Residence Manager or Accommodation Managers who run the team in each hall. This can comprise security, cleaning and maintenance staff to make sure the building is in excellent condition and to keep you safe. You’ll find them in the main office of your hall or in and around the communal areas carrying out their duties.

Your Residence Manager is Louise Nash. You can always contact your Residence Manager if you need someone to talk to, whether it’s for advice on cleaning, where to get a nice take away, maintenance enquiries or any welfare issues you may have.

Talk to us:

+44 (0)20 8634 5020

costumestore@arts.ac.uk

10Out of Hours Team

Over the weekend, and between 8pm and 8am on weekday evenings, UAL halls are managed by our Out of Hours (OOH) team.

The team is led by Neil Hammond, the OOH Group Residence Manager. The team is based at Gardens House in Peckham, but travel to any hall where needed. The team are also around for a chat if ever you need any advice or help. You can find them on our IM Chat service on the accommodation website.

Group Residence Manager Neil Hammond

OOH Residence Manager Hakeem Lawal

OOH Residence Manager Zoe Seaforth

OOH Residence Manager Derec Craig

11Halls Reps

Halls Reps are students just like you who live and work in halls as part of UAL’s Social Programme. They play an important part in running events and wellbeing activities whilst making sure that all students are looked after at every stage of their journey in halls.

12Events

Your reps will run free weekly events in halls including afternoon tea and film nights in the common room, yoga and fitness classes.

You can also take part in a number of low cost day trips in the UK, theatre visits, art gallery exhibitions and other events across London.*

Tea and Talk Senior Halls Reps host weekly virtual sessions, so if you want to talk with someone one-to-one or join a group session they are there for you to help you connect with others.

Find us on social media:

@UALSocial

UALSocial

@UALSocial

*Term one may look slightly different from October 2020 but you can keep up-to-date with the latest events at bit.ly/ualsocial

Your area

Interactive mapClick here for an interactive map of your local area.

15Local amenities

Post Office

67 Minerva Road, NW10 6HJ

Local Medical Centres

Central Middlesex Hospital, Acton Lane, NW10 7NS

Hammersmith Hospital, 72 Du Cane Road, W12 0HS

Cloister Road Surgery, 41–43 Cloister Road, Acton, W3 0DF

Supermarkets

Tesco Express, 182 Ebbett Court, W3 6BX

Asda, 2-20 Western Road, NW10 7LW

Acton Police Station

250 High Street, W3 9BH

Local Banks

Barclays, Acorn House, 38, 36 Park Royal Road, NW10 7JA

HSBC, 69 Park Royal Road, NW10 7JR

Natwest, 1 Abbey Road, NW10 7YQ

16Things to do

Costa(On the doorstep)

Domino’s192 Victoria Rd, W3 6BW

Westfields Shopping Mall Ariel Way, W12 7GF

Material World13 Market Place, W3 6QS

West London Art Factory153 Dukes Rd, W3 0SL

Vue Cinema WestfieldAriel Way, W12 7GF

I-GymVictoria Road, W3 6BL

igym.london

PureGym LondonPark Royal, Park Royal Leisure Park, Western Avenue, W3 0PA

puregym.com

The Kings Head214 High Street, W3 9NX

Everyone ActiveActon Centre, High Street, W3 6NE

everyoneactive.com

Important stuff

18

Rent Your rent needs to be paid into our account on the following days:

First term’s rent due:

3October 2020

(contract start date)

Second term’s rent due:

5January 2021

Third term’s rent due:

13April 2021

If there’s a delay with your student loan and this will affect your rent payments, please give us a call on +44 (0)20 7514 6240.

19

Finance Bank accountsTo open an account, most banks will ask for your passport and a copy of your tenancy agreement or a reference letter from your halls. Log into your accommodation student portal for a copy of your tenancy agreement, and get a reference letter from the staff at reception. Some banks will also need a letter from your college.

20

Finance MoneyIf money’s a worry while you’re here, you can speak to one of UAL’s Student Advisers. They can offer loads of tips, and help you find sources of funding and manage your money if the financial side of life gets difficult. You will find their contact information on the main Student Services page.

InsuranceWe suggest that you always review the insurance policy that is provided by your hall provider and take out additional coverage through Endsleigh if required. To find out more, visit endsleigh.co.uk or search ‘insurance’ at arts.ac.uk.

21

Student Services

Student Services at UAL includes the Student Advice Service, the Counselling, Health Advice and Chaplaincy Service and the Disability Service.

If you ever need to speak to someone, they can offer free and confidential support. You can phone +44 (0)20 7514 6250, visit the help desk at High Holborn or fill out an online form. Search ‘Student Services’ on the main UAL website for more details.

22

Additional student support

NHS

• If you are feeling unwell, request an emergency appointment. Doctors’ surgeries may have reduced opening hours during holiday periods. Read more about registering with a GP in this article

• In the event of an emergency, call 999 or contact the Accident and Emergency department at your local hospital. You can use the NHS website and enter your postcode to find the nearest hospital with A&E

• Call 111 for non-urgent enquiries

Samaritans

Samaritans have a helpline for people experiencing high levels of distress including suicidal feelings. Contact their 24 hour helpline on 116 123 or email jo@samaritans.org.

They also have a drop-in centre, which is open between 9am to 9pm every day of the year and is based at 46 Marshall Street, London, W1F 9BF, near Carnaby Street.

23

Additional student support

Nightline

Nightline is a confidential listening, support and practical information service for students in London.

You can call their support line on +44(0)207 631 0101 or visit their website at nightline.org.uk.

Students Against Depression

Students Against Depression is a website offering advice, information, guidance and resources to those affected by low mood, depression and suicidal thinking.

studentsagainstdepression.org

24

Safety and security

24 hour teamYou’ll get a key, an electronic card or fob when you first arrive at the hall, so you can get in and out of the building.

24 hour CCTV covers the inside and outside of every hall. There is also a security team who work out of hours.

Fire safetyThe Costume Store meets all of the relevant fire standards. We have multiple smoke detectors and our fire alarm is tested weekly on Fridays between 11am and 11.30am.

If you hear the fire alarm at any other time, you must evacuate the building immediately.

25

Safety and security

Personal securityLondon is a great place to be, but we do recommend being aware of your personal safety, as we would with any other big city. We advise that you keep your valuables (cameras, phones, money) out of plain sight, so they are not visible to anyone. We also strongly advise against carrying large amounts of cash or keeping it stored in your room. If you are travelling alone, late at night please consider taking a licensed taxi. Please take a look at this article on how to be safe when travelling around London.

Useful stuff

27Tips for a happy hall life

1

Respect your flatmatesEveryone has different habits so respect each other’s living space and be as tidy as you can.

A cleaning rota is sometimes a good plan if you’re sharing a kitchen.

2

Get to know your reception staffSpeak to the team if you have any problems. They’ll be able to deal with things quickly for you.

28

3

Be careful when you’re cookingMake sure you turn the cooker off when you’ve finished and don’t leave any pans unsupervised.

4

Keep yourself and your things safeBe alert and make sure you lock your door when you’re leaving your room (and close the door behind you when you come into the building).

5

Find your nearest fire exitsYou'll be given clear instructions of your building’s fire escape plan, so memorise it and make sure you know your nearest escape route.

Tips for a happy hall life

29Communal living

You may find yourself living with people who have different lifestyles to your own.

While this can be a positive and enlightening experience, it may also prove challenging. With this in mind, we ask that you read and agree to our Communal Living Agreement...

30The Communal Living Agreement

• Be accepting and understanding of each other’s lifestyle

• Talk about your feelings: Your flatmate can’t respond or amend their behaviour if they don’t know that there is a problem

• Let your flatmates know if you are going away overnight

• Agree to contribute an equal share of any joint expenses on a regular basis by rota or other agreements and keep records of all the bills you share

• Try not to make noise that’s likely to disturb others between the hours of 11pm and 7am. This means any noise that can be heard outside your room

• Contribute equally to the cleaning of shared areas and equipment (kitchen, bathroom, toilet and corridor)

• Be considerate of other people’s living space – don’t have overnight guests (who will be using shared kitchen/bathroom facilities) without the consent of other residents in the flat and ensure you follow the guest policy as outlined in your tenancy agreement

• Ask permission before you use or borrow anything. Return anything you borrow and replace anything you break or lose

• Do not take or eat any food that is not yours

If, after trying all these strategies, you still have a problem with another resident please contact a member of your halls team, who can sit down and discuss things with you all and try and help bring about a solution.

31Sustainability at UAL

UAL is the 19th most sustainable university in the UK according to the People & Planet’s University League.

Since 2013, we’ve invested significantly to reduce our environmental impact. We have a range of policies we adhere to, engage with our students and staff, and actively monitor and manage our energy consumption.

You can find out more, including how to get involved at:

arts.ac.uk/about-ual/sustainability

Facts:

Our newest hall, Gardens House, is a finalist in the Green Gown Awards in the Campus of the Future Category.

All of UAL’s academic buildings run on 100% renewable electricity.

UAL reduced its carbon emissions by 46% from 2011 to 2017.

32Sustainability at UAL

The climate emergency is one of the most urgent problems facing society and the planet. UAL aims to use our leadership in human-centred research, teaching and knowledge exchange to influence the creation of a sustainable future for everyone.

We’ve responded by putting decarbonisation at the heart of our academic offer through three major commitments:

1 We appointed Pro Vice-Chancellor Professor Jeremy Till to lead the University’s response to the climate emergency. Professor Till is Pro Vice-Chancellor Research, Head of Central Saint Martins and a leading thinker on scarcity, sustainability and creativity in the built environment.

2 All academic operations are accredited on a sustainable basis through our expanded Environmental Management System. This is a first for UK Art & Design institutions and makes us one of a handful of global universities with a comprehensive measure of sustainability across all our operations and our learning, teaching and research.

3 Sustainability is a required part of the student learning experience, through the introduction of relevant learning outcomes across courses. This is accompanied by the roll-out of our carbon literacy training programme launched later this year for all academic and technical staff.

33Useful apps

CitymapperWhen using the Tube, overground rail and bus, this app provides all the best routes for getting around the city.

Download on the Apple App Store

Download on the Google Play Store

OpenTableIf you want to eat out, this app has over 4,000 bookable restaurants across the country to choose from.

Download on the Apple App Store

Download on the Google Play Store

Deliveroo If you want to stay in and enjoy the comfort of your room, Deliveroo has lots of great takeaway options.

Download on the Apple App Store

Download on the Google Play Store

34Useful apps

Time OutThis is a great app to help plan your social life. It gives information on gigs, events, bars, restaurants, club nights, film releases and much more.

Download on the Apple App Store

Download on the Google Play Store

TfL Oyster AppManage your Oyster card on the go, without relying on ticket machines at the Tube station.

Download on the Apple App Store

Download on the Google Play Store

Santander CyclesSantander Cycles are a service that allows you to rent a bike if you want to explore the city. Use this app to help you find the nearest docking stations.

Download on the Apple App Store

Download on the Google Play Store

35Halls Life

Discover Halls Life, a platform exclusively for UAL students in halls!Your one stop shop for everything related to student living including:

• A behind the scenes look at life in halls• Vlogs and blogs by fellow students• Full events schedule• Recipes• Wellbeing advice• London life hacks • Local insider tips

hallslife.arts.ac.uk

Updates are weekly, so don’t forget to save the link!

36Where to eat

UAL is the first university in the UK to receive the Gold Food for Life Catering Mark award by the Soil Association across all canteen outlets at all six of our colleges.

This means we provide fresh and delicious food and use sustainable and local suppliers wherever possible. Most of our suppliers are known in person, all the meat is locally sourced, and all eggs are free range from Staveley Farm.

Our daily offers include vegan soups, salads, meat alternatives and a wide range of baguettes, wraps, paninis and snacks.

We also serve hand-roasted artisan coffee at 12 locations in UAL.

Find us:

1. Camberwell College of Arts, Peckham Road and Wilson Road

2. Central Saint Martins, King’s Cross and Archway

3. Chelsea College of Arts

4. London College of Communication

5. London College of Fashion, JPS, Lime Grove and Mare Street

6. Wimbledon College of Arts

37Where to eat

You can find us on Instagram, where we share competitions, deals and exclusive workshops throughout the year.

@ualcatering

For the first few weeks of your stay in halls, we will be offering delicious breakfast, lunch and dinner deliveries all cooked by the same amazing chefs that work in our canteens at UAL.

To find out more, check out this article.

38Hand roasted artisan coffee

Extract coffee now available in all barista outlets at UAL. • 100% arabica artisan coffee

• Roasted on vintage machines

• Perfectly crafted and ethically sourced

During your first week at UAL, you can purchase our coffees and teas at half price. Simply head down to any café outlets and you will receive a 50% discount on all hot drinks.

This offer is valid from 19 to 25 October 2020.

@extractcoffee

@extractcoffee

39arts shop

If you’re looking for new supplies, we have nine art shops across our colleges, selling a broad range of art, design and fashion materials.

Find us

Camberwell College of Arts, Peckham Road

Central Saint Martins, King’s Cross and Archway

Chelsea College of Arts

London College of Communication

London College of Fashion, Lime Grove, Curtain Road and Mare Street

Wimbledon College of Arts

Coronavirus measuresWatch our video: keeping you safe in halls

41

Due to the current situation, you will see lots of signage around the halls to ensure that we are all following social distancing.

42

These measures include staggering arrivals so that students who need to self-isolate can arrive early wherever possible.

43We have ordered thousands of PPE to keep you safe including:

• 9 touch free hand sanitiser stations, which are placed throughout communal areas

• 5 new pedal bins

• 5000 gloves

• 8600 wipes

• 10 refillable hand sanitiser bottles.

All students and staff will be encouraged to wear face coverings in all our communal areas.

44

Our award winning Social Programme has moved online, you will now be able to take part in a range of activities from the comfort of your room.

45To make life a bit easier when you first arrive, you’ll be able to order essential items and food deliveries to your room. You can also subscribe to a cycling scheme.

In your hall

47

Overview General• Each flat has a shared kitchen which

you are responsible for keeping clean and tidy

• Rooms are equipped with a single bed, bedside light, wardrobe, desk, chair, shelves, chest of drawers, curtains, desk lamp and rubbish bin

• Bathrooms contain a shower curtain and toilet brush, along with a light

• Your room address has three pieces of information; your block (a letter), your flat (a number) and your individual room (a letter). We’ll need all three of these when you collect post from us or let us know about a problem

• All residents are students of the University of the Arts London

• Wi-Fi is installed in all the flats and across the whole building

• The laundry room is adjacent to the Common Room in B block

48

Overview • The building has a security system providing key fob access, self-closing magnetic doors, CCTV and a fire alarm panel for quick identification of smoke and fire detector activation

• There is no additional storage available at the halls, you cannot store anything during the summer if you are moving out and returning in the next academic year

Common room• The common room is located in B Block

• You can use this area to work, eat and socialise, and each flat also has a small lounge area attached to the kitchen space

Smoking and vaping policy • You are not allowed to smoke or vape

anywhere in The Costume Store

• Smokers often gather in the courtyard or outside the front of the reception on the benches

Pets • No pets are allowed in our halls

49

Bicycles There are free bicycle racks within sheltered lockable storage facilities behind our reception office. However, UAL accepts no responsibility for loss or damage to any bicycles stored in the designated area.

Residents are advised to purchase and use suitable bike locks and to procure any additional insurance premium required to insure their bikes, which will facilitate the recovery of the bike’s costs in the event of loss or damage. You are also strongly advised to kit your bike out with lights and wear a high visibility jacket.

Please note that you must not store bicycles in any part of The Costume Store other than the bike storage area. Bicycles left in bedrooms or corridors can be a hazard during an emergency evacuation and if found will be removed by the hall’s management team.

UAL students can sign up to a 9-month subscription to Brompton Bikes: bromptonsubscription.com/ual.

50

Wash from

£3.20

Dry from

£1.70

The laundry room is located adjacent to the Common Room in B Block. The cost of a wash starts at £3.20, and £1.70 for a dry cycle.

To put money on your account, please download the app from Circuit laundry and follow the instructions on the walls in the laundry room.

circuit.co.uk/mobile-app

Please keep the laundry room clean and free from litter and report any damage or misuse to a member of the site team. Residents must provide their own detergent.

Please be considerate and ensure that you monitor your washing and remove it straight away once the wash/dry is complete to ensure that the washers and dryers are left available for others to use.

Laundry

51

Wash from

£3.20

Dry from

£1.70

You can see how many machines are available at any given time by checking LaundryView. We have included a link to access LaundryView and you will need to select London – iQ Student Accommodation – The Costume Store to view the current availability:

circuit.co.uk/circuit-view

Whether you need advice on how to use the laundry app or doing your washing/drying, you can find information on the Circuit website to assist you at the link below:

circuit.co.uk/help-support/

Laundry

52

Repairs Please do not attempt to repair anything yourself. Anything that is damaged or not working should be reported through the correct fault reporting system.

To report a fault, please log into StarRez or come to reception.

If you do not know how to report a fault then you can speak to a member of the site team who will be happy to help.

Please follow the instructions in the online video.

53

Repairs Repairs are carried out by priority and date logged. Please see table below.

You may hear the term SLA meaning Service Level Agreement:

Category Timescale of repair Meaning Example

Emergency repairs

Within 24 hours of being reported

A repair that is required to avoid danger to the health and safety of residents

• No power supply• Overflow of sewage

Urgent repairs

Within 5 working days of being reported

A repair that materially affects the comfort or convenience of the resident

• Broken handrail• Faulty electrical fittings

e.g. microwave

General repairs

Within 28 days of being reported

A repair that does not fall into the above two categories

• Single electrical light• Power failure within a room• Sticking doors or windows

54

Wi-Fi All bedrooms and communal areas have Wi-Fi. This service is provided by Ask4.

Please see below for contact information and guidance on connecting to the internet:

Step 1: Find the Ask4network • Scan for available Wi-Fi networks and

select Ask4, or alternatively connect your device using an Ethernet cable

• Open a browser window such as Google Chrome or Firefox. You should be redirected to an Ask4 welcome screen

• Click get started

Step 2: Select your service Free: • For our free broadband product,

click register

• You will automatically be redirected to a login page

55

Wi-Fi Upgraded: • If your residence has upgrade options

available and you would like to purchase an upgrade, click the basket next to the product of your choice

• Review your order and click continue

Step 3: Log in or create account • If you’re an existing user, log in using

your username and password. If you’re a new user click create account

• Complete all fields and choose a memorable username and password

• Accept the terms and conditions by clicking I accept

Step 4: Set up a payment • If the services selected require payment,

you will be asked to enter your payment and billing details

• Click pay now to accept terms and conditions

56

Wi-Fi Step 5: start browsing • If registration has been successful, a

confirmation screen is displayed and you will be logged in automatically

• You will receive an email confirming your username

In your flat

58

Rubbish and recycling

In your kitchen you will find two bins; one for general waste and one for recyclable items. These need to be emptied by you into the bins outside A block.

Please do not leave full bin bags near the bins, stacked up in the kitchen, in your bedroom or on landings. Full bin bags left out are a food source for vermin.

Items that can be recycled are:

• cardboard and paper• household plastic packaging• mixed glass• food and drink cans• aerosols and foil

All recyclable goods can be mixed up together; there is no need to separate them.

In your kitchen the mixed recycling bin is green. For the large bins outside A block, the mixed recycling bins have orange lids and the general waste bins have black lids.

59

Electrical safety

Please make sure you read our article on electrical safety on Halls Life.

If you do not follow these guidelines, your Residence Manager may confiscate items from you.

This is for your safety and the safety of all students at The Costume Store.

60

Fire safety Please make sure you read our fire safety article on Halls Life and remember the following:

• Do not tamper with any fire-fighting equipment at any time

• Do not cover up smoke detectors in your flats

• Anyone found doing this will be immediately disciplined under the student code and Tenancy Agreement and could be asked to leave the hall. You could also be reported to the Fire Authority who may take legal action against you

• If you hear a beeping noise in your flat please report it to the office, as it means a battery needs changing

• Fire blankets used to cover a small kitchen fire are available in your shared kitchen. Only use these in case of an emergency. Please let us know immediately if you use the fire blanket so that we can replace it

• Your fire assembly point is outside Domino’s on Victoria Road

61

Inventory Please refer to the inventory list below for what is provided in your accommodation. You will need to complete your e-inventory online by logging in to StarRez within 48 hours of your arrival.

This is extremely important and is your opportunity to let us know the condition of items in your room and flat communal areas when you arrive. Failure to list damaged or missing items on the inventory may incur charges when the areas are inspected throughout your stay with us.

62

Inventory list

Category Item

Access and security

• Door• Room key• Post box key

White goods (in studio flat)

• Fridge/freezer; shelves, drawers

• Microwave and glass plate

• Toaster• Kettle

Kitchen and lounge

• Cupboard• Work surfaces• Sinks and taps• Floor covering• Stools• Hob and extractor• Oven• Sockets• Chairs• Coffee table• Walls• Ceiling• Hobs and splashback• Ovens, shelves and

trays with trivet inserts• Extractor hoods and

filters• Coffee table• Stools or dining chairs• Breakfast bar or dining

table• Sofas and chairs• Worktops• Pot stand (trivet)• Sinks, taps, plugs and

dish drainer• Pin board• General waste and

recycling bin

Category Item

Bedroom • Entry door and lock• Windows and fittings• Wall• Ceiling• Lights• Floor coverings• Curtains• Heater• Desk chair• Mattress and

protector• Coat hook • Wardrobe• Mirror• Internet port/

sockets• Noticeboard• Desk and drawers• Bookshelves• Bedframe and base

En-suite bathroom

• Door• Walls and ceiling• Floor coverings• Sink/tap/plug• Mirror and shelf• Toilet seat and lid• Shower and door• Lamp• Towel raise

Fire safety equipment

• Fire detector• Fire action signage

Other • Entry door and lock• Walls• Ceiling• Flooring

63

Fridge and freezer

• Clean your fridge and defrost your freezer regularly.

• Wrap raw or uncooked food before refrigerating it.

• Do not overload fridges and freezers, and make sure the doors are closed properly.

How to defrost your freezer 1. Turn the appliance off at the wall.

2. Where possible move food over to the other appliance to keep it cold.

3. Wait for the ice to melt and use the mop to remove water to prevent a flood in the kitchen and flats below! Use old towels and newspapers to help soak up the water.

4. Once it has defrosted fully, wipe the surface with water, dry off and then switch back on.

5. Once cold again the food can be placed back inside.

64

Heating and hot water

Your accommodation is fitted with electric panel heaters in bedrooms. The temperature is controlled by a control panel by the desk.

If you are too cold, you can turn the heater on for up to 2 hours by pressing the button on the control panel. If the panel is not lighting up, there is an isolator switch nearby (it looks like a light switch but has an orange light on it). This needs to be turned on to work the heater.

Hot water is provided centrally. If there is an issue with it, please notify reception.

Heat advice UAL are committed to ensuring our buildings meet BREEAM construction standards. They are built with sustainability in mind and are designed with natural ventilation. As such, we would recommend leaving your windows open and your blinds down during the day to assist in keeping your room/kitchen cool. Please note certain windows must be restricted for health and safety reasons and you must not remove these.

Fans can be purchased as resident’s own expense.

65

Induction hob

All kitchens need induction pans to use the hob.

Affordable induction pans can be purchased from Amazon and Argos.

Please note that the British Heart Foundation advice that individuals who have a pacemaker should not go within 2 feet of a working induction hob. Prior to the hubs being fitted, if you have a guest who regularly visits you with a pacemaker, please let us know so we can decide whether it is suitable to have an induction hob or a normal ceramic hob in your studio.

Going forward, if at any point after the new hob has been fitted you have a guest visiting who has a pacemaker, please ensure that you refer them to the guidelines set out by the British Heart Foundation.

What you need to do

67

Subletting You are not permitted to sublet your room to someone else. If you would like us to swap the contract over to another student then please see the section: moving out. Strangers found in the building will be questioned and if someone who is not a resident is found with a fob, they will be asked to leave and the fob will be retained or disabled.

Television licence

Students who are living in halls of residence and who watch live TV and BBC iPlayer must have their own TV licence. For further info visit tvlicensing.co.uk.

68

Proof of address

The Accommodation Services team can provide you with a proof of address when you move into your accommodation. Please contact your halls team at costumestore@arts.ac.uk to request a reference.

Windows To find out more information on how to use the windows within your room and flat, please take a look at this article.

Vermin To find out more information on vermin please take a look at this article.

69

Tenancy agreement

It’s really important that you check your tenancy agreement, which is hosted on your accommodation portal.

You have signed this so it is good to know what rules you should be following.

To view a copy or access your tenancy agreement, log in to your UAL accommodation portal. Once you have done this, check the academic year is correct, click on the ‘When you Arrive’ tab and then the ‘Review Tenancy Agreement’ icon.

70

Noise All residents and our neighbours should be able to enjoy their accommodation without harassment from others, or disturbance from noise or nuisance.

Please try to be aware of all the people around you and be extra considerate when playing music, TV or video games, especially when others may be trying to study or sleep. You are also responsible for the behaviour of your guests.

If you need any assistance with a noisy neighbour please contact reception by calling the site mobile on +44 (0)7719 103648.

PartiesWe want you to have fun whilst staying with us, but parties can quickly get out of control and can result in you annoying or upsetting staff and/or your neighbours. If you want to have a party you should first speak to a member of the site team about your party plans. You will be requested to complete a Party Application Form; please allow 5 working days ahead of your planned event.

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Absences This is your home for the next year and you are free to come and go as you please. If you plan on going away, please advise your halls team when you are leaving and when you plan to return to the building.

If you are going away for a week or longer, please be aware that the team will need to enter into your room once a week to carry out weekly flushing of outlets (this means that they will run your taps, shower and flush your toilet to reduce the risk of Legionella).

You should also let us know if you are concerned that a friend or flatmate has not been seen for some time.

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Post Whenever you receive mail or a parcel that requires a signature we are happy to take this for you.

We will take mail and parcels on your behalf depending on availability of staff. The items will be stored safely while awaiting collection. You will be notified of this delivery via email. Please collect your post as soon as possible as our storage space is limited.

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Post Terms and conditionsWe will not accept anything we think may contain offensive, dangerous, illegal or illicit material, or a parcel too large for us to store, or perishable goods.

We will do our best to look after parcels, but in the unlikely event of something going wrong, we will not be liable for any damage or loss of a parcel. We will not take liability for the condition the parcel arrives in or any mishandling from third parties.

You will indemnify us for any liability we may suffer or incur as a result of taking delivery of any parcel addressed to you.

We may stop accepting parcels for you if you are in breach of the terms and conditions set out in your tenancy agreement with us.

In this guide, when we say ‘we’ and/or ‘us’, we mean UAL and iQ employees, including student staff.

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Disabilities or other health concerns

The Costume Store has a number of disabled adaptable rooms that have a wet room. The rooms can be adapted with fire alarm sounders supplemented with visual alarms suitable for the hearing impaired, amongst other things. There is a wheelchair accessible common room, and the bathroom and reception is accessible to wheelchair users. The Management Team can design Personal Emergency Evacuation Plans (PEEP) for disabled residents, and if approached, General Emergency Evacuation Plans for a resident’s disabled visitors. The reception is managed 24 hours a day 7 days a week. From 8am until 8pm you can also ring +44(0)208 634 5020.

If you have any health concerns at the start or during your stay with us please come and speak with a member of the team so that we can assist you, make any necessary adjustments and where required put PEEP in place.

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Keys All residents are provided with an electronic key fob used to enter into the main entrance of the building, block entrance and flat entrance, a manual key to your room door and a small post box key.

The building main entrance, block entrance and flat entrance doors are all self-locking, but you will need to remember to manually lock your room door when you leave your room. Further information regarding post can be found in the post section of this document.

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Keys If you lose your keys or lock yourself out please come to reception so we can let you back in. If you lose your key, a member of staff will issue you with a replacement key for which a charge will be added to your UAL account. For charges, please refer to the charge list on Halls Life.

You should never give or loan your key to another person. Anyone found in possession of a key that is not the contract holder will be asked to leave the building and the key will be retained and the fob will be disabled. Should this happen, the contract holder will be subject to disciplinary action as per the terms and conditions of their tenancy with us.

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Room move requests

If you have any special requirements regarding your room allocation, please come and speak with your site team.

No guarantee can be given that all requests will be met, however, requests on medical grounds will be given priority.

If you wish to be considered for a room move please complete a ‘Room Move’ form by logging into your accommodation portal. Check at the top of the screen that you are looking at the correct academic year if you have stayed in halls for longer than one year.

You will then need to click on the ‘When you arrive’ tab and the ‘Room Move’ icon, complete and submit the form.

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Room move requests

Please note that an internal transfer or ‘room swap’ request cannot be considered before 31 October, and there is an administration charge of £50 for any room move to cover additional cleaning and administration costs.

We will consider a hall transfer request providing there are demonstrable strong and compelling reasons. However, it should be noted that an inter-hall transfer cannot be guaranteed because the halls are often full. There will also be a £50 administration charge with this room move request. Please speak to a member of the hall’s management team for more information and guidance.

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Visitors and overnight guests

During Term 1, no visitors and overnight guests will be allowed in halls. This is to ensure we are following the latest government guidance regarding Coronavirus and social distancing.

We will be keeping students updated throughout their stay should this guidance change. You should never give someone else your key and you should reside there at the time your guests are staying. If you’re not, then this is classed as subletting and not allowed under the terms of your contract.

Anyone found in possession of a key that is not under contract with us will be asked to leave, the fob will be confiscated or disabled and the contracted resident will be contacted.

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Bed linen and kitchen packs

If you want to take the hassle out of travelling with all of your stuff, you can order all of your essential items with our partners UniKitOut and have them delivered straight to your halls’ bedroom for when you arrive.

Find out more in this article on Halls Life.

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Code of Practice

The Housing Act 2004 introduced licensing for Houses in Multiple Occupation (HMOs) in England and Wales. Student accommodation is exempt from licensing as long as the hall is signed up to one of the Codes of Practice approved by the Department for Communities and Local Government (DCLG).

The criteria in the Code have been chosen to reflect a balance of common-sense obligations and responsibilities between the managers of larger student accommodation buildings and tenants and to set benchmark standards which are achievable by managers. Compliance with the Code ensures that both managers and tenants enjoy the benefit of good standards of housing management and practice, misunderstandings and disputes are reduced and where problems do occur they are promptly resolved.

The Costume Store is signed up to the ANUK Code of Practice. Further information about the Code can be found at anuk.org.uk.

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Complaints procedure

If you have a complaint related to the service you receive from us then we would like to know about it so we can try to resolve it for you.

If you do want to tell us about something then please, in the first instance, come and speak to a member of the site team in person and we will do all we can to help.

Check out this article for handy info on how to make a complaint.

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Conduct Whether in halls of residence or elsewhere, you must not behave in a way which will, or would be likely to, bring the name of the University into disrepute. In the interests of safety and security and the wellbeing of other residents, we request that you understand and comply with your contractual obligations. Behaviour that represents a serious or persistent breach of the tenancy agreement could result in your tenancy agreement being terminated.

Breach of any of the regulations will make you liable to disciplinary action. Breach of some of these regulations may also constitute a criminal offence and it is our policy to report such matters to the police. For further information as to what constitutes a breach please refer to your Tenancy Agreement in the student portal.

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Culture shock

Leaving home, whether it be from this country or overseas, can be very stressful, but do not worry as this is quite normal. Many of you will be experiencing various degrees of culture shock.

Culture shock is the impact of moving away from the familiar to the unfamiliar. You can be affected by climate, food, language, dress, social roles, rules of behaviour and values. Some of the symptoms you may experience are headaches, stomach aches, anxiety, difficulty concentrating, difficulty sleeping etc. The time it takes to settle into your new environment may vary.

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Culture shock

The following advice may help:

• It’s normal to experience this; chat with others to see how they feel

• Keep in touch with home

• Have familiar things around you such as photographs

• Eat properly. If you do not like the new culture’s food, find a supplier of familiar food

• Exercise regularly.

• Find out about the many different services and societies the University has to offer e.g. Student Services, Student Union, Chaplaincy, etc

• Do not isolate yourself; there is plenty of help available. Start by contacting a member of staff at the hall.

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Damages and charges

We want you to receive your full £250 deposit back at the end of your contract, so here are some tips on how to achieve this:

• Keep the place clean and tidy and if you spill something clean it up straight away. Set up a flat cleaning rota with your flatmates and stick to it

• Do not overload the fridge door shelves or freezer compartments as these will crack

• Defrost freezers regularly

• Use a bottle opener, not table edges, to open bottles

• Do not put hot pans down on the work surfaces; use a pot stand or heat resistant mat

• Use a chopping board for chopping food

• Do not force windows past their natural opening capacity or remove any restrictors

• Be careful with hair dye as this will stain your bathroom floor, etc

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Damages and charges

• Do not smoke inside the building or use candles or other items with a naked flame. Smoking includes normal cigarettes, e-cigarettes, shisha pipes or other devices designed or intended to be used for creating or inhaling smoke or vapour

• Use the mattress protector provided to help protect your mattress

• Use the cutting mat to protect your desk top

• Use the workshop for your college work

• Do not stick anything on your walls; use the notice boards only. Blue and white tack, tape, including masking tape, and even tapes that state ‘no-marking’ will cause marks

• If something is damaged or missing when you move in please make sure you cover yourself by noting it on your inventory

• Take dated photos

• If you missed something off your inventory when you first completed it, ask for it to be amended. Don’t leave it too much longer as it might not be considered

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Damages and charges

• Report maintenance needs as you see them; don’t leave it for someone else to report or for it to get worse. You log maintenance by filling in a Maintenance form and putting it in the mailbox at the office

• Pay any charges you do incur straight away

If something gets damagedIt is important for you to notify us of any damage or items that go missing as soon as you notice it or are the one directly responsible.

There is usually a cost implication involved to repair or replace things, so it is good to get the matter investigated as soon as possible. If it can be attributed to the person/s concerned it leads to less upset and bad feelings between flatmates. If it cannot be attributed to the person/s involved then the cost is shared amongst you all.

Please do not attempt to repair or replace any items yourself or arrange for a third party to repair on your behalf, as additional costs could be incurred as a result.

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Damages and charges

Unfortunately, things can and do get broken, and although we won’t charge you if it really was an accident, sometimes we may have to pass on a cost. In order that you are fully aware of any possible future charges you could incur whilst living here we have put together a list of damage, replacement and cleaning costs that relate to this site. This can be viewed online at Halls Life.

The reason we are giving this to you now is that we believe that honesty is the best policy and we like to be as up front as we can about these costs from the start so that there are no nasty surprises further down the line. As per your Tenancy Agreement, when you sign and accept your offer of accommodation you also accept these cost implications.

We hope this is a complete list but we reserve the right to add any items we have not included. We will provide the resident with an invoice for these items.

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Damages and charges

Please note these prices are a guide and correct as of August 2020 and relate to 20/21 tenancy agreements. Should replacement, repair or cleaning costs differ from the above, The Costume Store Management Team will invoice the tenant accordingly.

How to pay If you wish to view your accommodation finance account or pay charges, please log into your UAL accommodation portal.

Make sure the academic year is correct, click ‘When you arrive’ and then ‘View/Pay Statement’. This will bring up your statement and should show outstanding charges to be paid. Tick the box next to the charge you wish to pay and then click ‘Pay’ and follow links through.

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Cleaning Residents are expected to clean their own rooms and everyone in the flat has a shared responsibility for cleaning the kitchen, bathroom and all communal areas of the flat.

In your kitchens, you will find a dustpan and brush, a mop and bucket, a vacuum cleaner and an ironing board.

We suggest that you create a kitchen cleaning rota at your earliest opportunity to avoid cleaning charges which will be incurred if the Management Team is obliged to arrange professional cleaning.

If you want help with setting up a cleaning rota or would like a compulsory one put in place please ask your Residence Manager. An example of a compulsory rota can be found online at Halls Life.

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Inspections Room inspections take place each term and the Management Team inspects the communal areas of the flat every two weeks.

This is the process:

• Kitchen inspections will be carried out every two weeks

• The initial inspection will be carried out on a Tuesday. There are 15 areas inspected and if you fail on 3 or more areas then you fail the inspection. See standards and areas on the following pages

• If your flat fails the initial inspection, then you will be emailed which areas require improvement and your kitchen will be reinspected on the Thursday. All areas are reinspected, not just the previous failures

• If you fail again there are no more chances. Contract cleaners will be hired and failed kitchens cleaned

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• There is a charge for cleaning a kitchen, the cost will be advised via an email, and this is split between all residents in the flat, unless you all agree to a different split. Charges are raised on your accommodation account at the end of the month for payment

• It is the responsibility of all in the flat to share the flat cleaning

The cleaning standards we look for during kitchen inspections are:

1. Seating area – clean and tidy and free from rubbish and clutter

2. Carpet (this includes the kitchen and hallway carpets) – vacuumed and free from rubbish, clutter and dust. Skirting boards dust free

3. Kitchen floor – clean, free from debris and spillages

4. Sofas/chairs – clean and free from dust, fluff, stains, marks and personal possessions. Clean under the sofa cushions too

5. Dirty plates – washed up and stacked neatly or put away

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6. Sinks (includes draining boards) – clear of food debris and washing up and clean; not stained or with limescale build-up

7. Worktops (includes cupboard door and drawer fronts) - tidy and free from food debris, spillages and marks

8. Hobs – clean and free from grease, food debris and burnt on food around and on the rings. The splash-back wall behind should be clean and free from grease and food splashes. The extractor hood above should also be free from grease and dust

9. Ovens – clean and free from food debris and burnt on food; this includes the oven shelves and trays

10. Microwave – clean inside and out; don’t forget the ceiling of the microwave inside; there should be no food debris or spillages

11. Fridges – clean inside and out; no rotting food, free from dirty marks and spillages, especially water puddling under the salad drawers; smell free

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12. Freezers – clean inside and out and frost free; free from food spillages and dirty marks; no food debris in the door handle recess

13. Bins – clean on the inside and outside; lid on and not overflowing with rubbish

14. Rubbish & Recycling – empty - no rubbish lying around; get rid of empty bottles, pizza boxes, etc

15. Walls – clean and free from marks and spillages

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Although the above process is for keeping the flats to an acceptable level of tidiness and cleanliness we will also note any maintenance, damage or missing items on the same form, and then email you with a cost price to repair or replace the item if necessary. If something is damaged or missing when you move in please make sure you cover yourself by noting it on your inventory. Any maintenance jobs required should be notified by filling in a maintenance request online via your accommodation portal.

It is important for you to notify us of any damage or items that go missing as soon as you notice it or are the one directly responsible. There is usually a cost implication involved to repair or replace things, so it is good to get the matter investigated as soon as possible.

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Around your hall

DoctorsIt is extremely important for you to register with a local doctor (GP) as soon as you arrive. Don’t wait until you are unwell as it may not be possible to be seen immediately if you are not registered. Please find out more information about registering with a GP here.

DentistsYou can register with a dentist on arrival at the hall. Please talk to a member of staff to find out where the local dentists are located or visit nhs.uk.

Opening a bank account Please read this handy article to find out how and why you need to open a bank account.

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Need help? Accidents and emergencies For information on what to do in an emergency, please take a look at this useful article.

First aid We recommend you bring your own first aid kit with you. In an emergency we do have a staff first aid box at the office and can give you plasters/bandages, however it is our policy that we do not administer first aid on site and as such, we will not provide assistance with putting plasters and bandages on.

Please report any accidents and injuries to the office and we will assist and guide you to the appropriate medical or emergency services.

Please let your halls team know about any accident or injury in the residence.

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Arts Students’ Union

The University of the Arts London Students’ Union is an independent student orientated organisation. The Union is there to represent your rights as a student as well as to organise many student societies and leisure activities. They have bars and representatives at each college site but their main office is also based on the first floor:

Arts Students’ Union272 High Holborn, London, WC1V 7EY

arts.ac.uk/study-at-ual/students-union

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Support If you have any concerns about your own welfare or the welfare of another resident and require support, please contact your Residence Manager. Their contact details can be found at the beginning of this handbook. You can book a face-to-face, physically distanced or a virtual video 1-1 meeting with your Residence Manager to discuss any worries you might have and the support available to you.

Important note: If you have any urgent concerns about your own welfare or that of another student whilst at the hall and this is an emergency that requires immediate attention, please contact the 24 hour Costume Store staff number on +44(0)776 679833

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Support Wider support at UALWe have a fully trained team of Counsellors, Health Advisers and Chaplains available to support you. Information about how you can self-refer to book an appointment with one of our professionals, external support, wellbeing workshops and events, can be found here.

Our UAL Chaplaincy service also runs 20 minute meditation sessions.

SU Companion SchemeOur Arts SU Companion Scheme offers you the opportunity to be matched and meet with like-minded students. Further details can be found here.

Money and immigrationIf you are experiencing any money worries or have any immigration queries or concerns, please contact our Student Advice team for more information about financial assistance, bursaries, funding, immigration and visas.

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Support Disabilities, impairments and learning disordersIf you would like to discuss any queries, concerns or support with disabilities, impairments and learning disorders, please contact our Disability and Dyslexia Team.

UAL Arts SU Advice teamOur UAL Arts SU Advice team offer support with all sorts of queries and provide advice on academic processes, financial and legal issues, UAL sports clubs and societies.

University Mediation serviceThe University Mediation service can help resolve concerns relating to alleged discrimination, bullying or harassment that arise between students or between students and staff. To find out more about mediation or to explore other ways to resolve conflict, contact: resolutions@arts.ac.uk or telephone +44(0)20 7514 9866.

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Moving out Your tenancy is for a fixed period. You need to know your departure date. If you do not know your departure date then please refer to your tenancy agreement where it will be stated.

If you are still unsure then you can speak to a member of the site team who will be happy to assist. It may not be possible to extend your stay but where possible the site team will do their best to assist you. Please take a look at our handy checkout guide, ahead of your departure.

Moving out before the end of your contract You will remain liable for the rental fee until a replacement resident is found. You are responsible for finding a suitable replacement tenant. This tenant must be a UAL student in full time education not already living in halls. UAL will provide reasonable assistance in finding a replacement tenant dependent on available people looking for accommodation at the time your early release is submitted.

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Moving out If you wish to move out early, you must submit an Early Release Request to inform us of your intention by logging into your accommodation portal.

Check at the top of the screen that you are looking at the correct academic year if you have stayed in halls for longer than one year. You will then need to click on the ‘When you arrive’ tab and the ‘Early Releases’ icon, complete and submit the form. If you find a suitable replacement tenant please email your student ID and theirs through to accommodation@arts.ac.uk and ask for the contract to be signed over from a specific date.

You will need to leave at least three working days (Monday to Friday) between you moving out and them arriving to give the hall staff time to get the room ready again. Once the new tenant moves in your contract will be finalised. Any refunds are issued to the cards that made the initial payments within 28 days of the end of the contract.

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Moving out Landlord references When you move out of halls and into private accommodation, you may be asked for a landlord reference. Most agencies are happy to email your Residence Manager for one, so please give them your Residence Manager’s email address. If it is a private landlord then you can request a letter directly from your Residence Manager. Please expect at least a 48 hour turnaround time.

It will not be possible for us to issue a comprehensive reference stating that your account is up to date and there are no rental or cleaning/damage charge arrears unless you have paid all monies due to the University. Please bear in mind that most reference agencies require this assurance so it is in your interest to clear your account promptly.

If you need help with finding Private Accommodation or checking contracts please visit the private accommodation section on the UAL website. You can also speak with or email our Private Accommodation Advisor on +44(0)207 514 6240 or private.accom@arts.ac.uk.

Produced by Accommodation Services. Published by University of the Arts London. All information correct at the time of publication. University of the Arts London is not responsible for the content of external websites. © University of the Arts London 2020. For a digital plain text version of the guide please email us at accommodation@arts.ac.uk.