Charlotte House Handbook for students 2015 · · 2015-05-15Your flat has a designated rubbish/...
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Transcript of Charlotte House Handbook for students 2015 · · 2015-05-15Your flat has a designated rubbish/...
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Health and Safety .......................................................................................................................................... 4
General health and safety ............................................................................................................................. 4
Fire Alarm Systems ........................................................................................................................................ 4
Smoking ......................................................................................................................................................... 5
Inside Charlotte House .................................................................................................................................. 5
Windows ....................................................................................................................................................... 5
Electric showers............................................................................................................................................. 5
Overnight storage heaters ............................................................................................................................ 6
Kitchen safety ................................................................................................................................................ 6
Your responsibility as a tenant in Charlotte House ....................................................................................... 6
Keys and security ........................................................................................................................................... 6
Laundry ......................................................................................................................................................... 6
Post ............................................................................................................................................................... 7
Damage and charges .................................................................................................................................... 7
Housekeeping guidelines............................................................................................................................... 7
Noise ............................................................................................................................................................. 8
Illegal Substances (Drugs) ............................................................................................................................. 8
Overnight guests ........................................................................................................................................... 8
Disputes ......................................................................................................................................................... 8
Room moves .................................................................................................................................................. 9
Insurance ....................................................................................................................................................... 9
Office hours ................................................................................................................................................. 11
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Welcome to Charlotte House Student Accommodation
Welcome to Charlotte House! We hope you enjoy your stay with us. If you have
any queries or questions please contact our team at International House
Reception, tel.: +44 (0) 191 232 9551 or email: [email protected].
The Charlotte House 24-hour emergency mobile number is +44 (0) 7788214545.
This number is for emergencies only. If you have a non-emergency query, outside
of office hours, please text the emergency phone.
Lost luggage
On arrival, please contact the airline you travelled with. Most airlines have offices in the
airport where you arrive. At Newcastle Airport, an attendant in the baggage hall will be able
to take you to the correct desk. You will have to explain that your luggage has not arrived, and
give them your flight details. A copy of your baggage label will have been given to you when
you checked your luggage in. Give the number on this to the baggage desk along with your
flight details.
Please provide the baggage desk with Charlotte House details: Charlotte House, 19 Fenkle St.
Newcastle upon Tyne, NE1 5XN.
Please contact Newcastle International Airport – Lost Property for more information: +44 (0) 191 214 4341
Access Code and Student Card
Before arriving, you will have been given an access door entry code, which will be valid until the following
Wednesday. (Please enter this number into the key pad at the blue door, then phone the Responsible Resident on
+44(0) 7788214545.) You must collect your student card from Reception on your first day in the school. Please
get your card from Reception at International House. Your student card will allow you to enter both International
House and Charlotte House.
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Health and Safety
General health and safety
The staff at Charlotte House work hard to make sure your common area is kept in a good condition. However, you
and your flat mates are also responsible for keeping things clean and tidy.
Your flat has a designated rubbish/ bin store area. You and your flat mates are required to use it and dispose of all
rubbish responsibly. Remember that Charlotte House is part of a community and everyone living there needs to
work together to keep it clean and tidy to avoid serious problems, such as pest infestations (rats, cockroaches etc.)
Overnight guests are not allowed, as we need to know who is in the building at all times for health and safety
reasons. If a friend is visiting, and they would like to stay overnight in Charlotte House, they will need to book a
room.
If you have any questions about your safety, or any concerns during your stay with us, please speak with a member
of Charlotte House staff.
Fire Alarm Systems
All the apartments have a fire alarm system fitted. This system is installed for your safety. Do not
tamper with them under any circumstances.
If there is a fire:
break the glass on the nearest call-point, which will sound the alarm for the building to be
evacuated
Charlotte House will evict and prosecute tenants if they are found to misuse fire safety equipment.
If the alarm has been accidentally activated then contact our 24-hour emergency mobile number: +44 (0)
7788214545.
Please help us to limit false alarms and time-wasting for the Fire Brigade by following some simple rules:
Keep your kitchen door closed when cooking, and never leave your
cooking unattended.
Close your shower room doors when showering.
Avoid using deodorants immediately beneath a detector.
Smoke only in the designated area outside.
Do not burn candles or incense sticks.
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On hearing the alarm (a whooping siren):
Do not stop to collect your personal belongings.
Close the doors behind you and go immediately to the designated assembly area in the
Charlotte House car park.
By night – put on appropriate clothing and footwear. Do not stop to dress fully. Ensure
that others in your flat are awake.
Smoking
The Smoke Free legislation that came into power in July 2007 is enforced throughout
Charlotte House, so no smoking is allowed anywhere inside Charlotte House.
Charlotte House’s smoking policy also applies to the use of electronic cigarettes. The use of
electronic cigarettes is prohibited wherever smoking is prohibited.
You may only smoke in the designated area outside. Smoking inside will incur a £200 fine. If this happens more
than once, you will be evicted. If you observe someone else smoking, please contact
Inside Charlotte House
Windows
The windows in your flat are a safety feature; get to know how your window works and report any faults or
problems.
Your window may be fitted with a restrictor device. A restrictor is a latch, bar or a hinge which restricts the amount
your window can open. It is there to ensure the window works properly, and for your safety. It must not be
disabled or disconnected for any reason. If the restrictor becomes damaged, you must tell a member of Charlotte
House staff immediately! Please note that we carry out inspections of the windows and associated fittings on a
regular basis. We look for any accidental, deliberate or reckless damage.
Electric showers
To operate the electric showers please pull the cord. A red light will go on, and you then need to turn
the knob and wait for approximately 10-20 seconds for the water to heat.
For hot water, press the timer switch in the airing cupboard. The red light must be showing
in order for the water to begin heating.
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Overnight storage heaters
Flats have storage heaters which start to heat up during the night and then continue to release heat throughout
the day. Please report any heating problems on the Repair Log or call the emergency number for more urgent
queries.
Kitchen safety
Studies show that the greatest risk of kitchen fires comes from dirty kitchen appliances!
You must clean your oven and other appliances. It is your responsibility to keep your kitchen clean
and safe. If a fault arises with your oven or any electrical equipment in your flat, please report the
problem on the Repair Log or call the emergency number for more urgent queries.
ALWAYS close the kitchen door when cooking. If you don’t do this, the fire alarm will sound to
evacuate the whole building and the fire brigade will attend. Then you will be charged £100 by the
fire brigade for the false alarm.
Your responsibility as a tenant in Charlotte House
Keys and security
Charlotte House tenants are given a key to their accommodation. There is an intercom system for all of our flats;
however, we have disabled the door release button, for your safety, to ensure that anyone who is let into the
block is let in by someone who knows them.
Please take care with all keys.
Do not label your keys with an address.
Never pass your keys to any other person.
If you lose your keys you should contact the 24-hour emergency number: +44 (0) 7504 685 840.
An individual charge of £20 may be applied should you be locked out of your building or room.
If you lose your keys, a £25 charge will be made.
Please do not throw keys out of the window to allow access to your friends.
Do not allow entry to anyone you do not know.
Laundry
The laundry is located in the basement of block 94.
For your convenience, washers and dryers are provided within Charlotte House. Please follow the
clear instructions on how to use the machines.
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Post
Any post received can be collected from International House Reception. We will send you an email when we
receive your delivery. Please note that any larger parcels might be directly delivered in your flat.
To avoid delays, ensure you always use your full address details, including your room AND flat number.
For example: Your Name, Charlotte House, Flat number, Room number, 19 Fenkle Street, Newcastle upon Tyne,
NE1 5XN.
Damage and charges
Insurance is not included in your rent. Charlotte House can take no responsibility to loss, theft or damage to
personal property while at Charlotte House. You must make your own arrangements to ensure your contents are
adequately covered. We recommend Guard.me insurance: http://guard.me/
You will be given an Inventory list on your first day. Please return to a member of staff or post in the main post box
at the blue entrance door. (You can use the repair log to report any other items in your flat which are broken or
damaged.)
If there is damage in the flat, and the responsible person is not identifies, the repair costs will be shared equally
between tenants. The conduct of any visitors is the responsibility of the tenant who invited them. Any damage
caused by the visitor(s) will be charged to the tenant(s).
If anything in your flat is damaged, or simply does not work, please write this on the repair log at the entrance
lobby to your building – this is really important! If you live in Flat 21, you can find the repair log at the entrance to
Block 19.
Housekeeping guidelines
The flat you live in is your home, so you are responsible for making sure it is clean and tidy. We will provide you
with a vacuum cleaner that you should use to clean your flat. Here are some guidelines to help you to keep your
flat clean:
All rubbish must be removed from the flat and taken to the bin stores, ready for collection. If any rubbish
is found in corridors or stairwells, it will be removed and you may have to pay a fine.
Keep plug holes free from obstructions.
Our staff will come to the flat once a week to carry out a maintenance inspection, but they are only responsible for
giving the flat a general clean. If the flat is too messy, the cleaners may be unable to do their job according to their
instructions.
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Noise
Noise can travel easily, and everyone has a different idea of what noise level is
acceptable, so please be considerate.
Please do not slam internal or external doors.
Do not play your music too loudly.
Although it is requested that noise levels are kept to a minimum at all times, it
is especially important to keep the noise down between 11pm and 8.30am.
Illegal Substances (Drugs)
Charlotte House has a zero tolerance policy regarding the use of illegal substances (drugs) within our
accommodation. Any suspicion that a tenant is taking, producing or distributing illegal substances will be reported
to the police. Any tenants involved with this will be evicted immediately.
Overnight guests
You are always welcome to have friends to visit during the daytime, but please consider the other people in your
flat. You are responsible for the behaviour and conduct of your guests while they are on the premises. If they cause
any damage it will be your responsibility to settle any appropriate charges. Guests may be able to book a room at
£25 per night. Please contact staff for more details.
For fire and safety reasons, Charlotte House does not allow guests to sleep overnight in the apartments.
Charlotte House carries out periodic inspections of the apartments fo general maintenance, and action will be
taken if there is any evidence of unauthorised guests.
Disputes
Everyone has a right to resolve any issues without fear or prejudice. If, at any time, a tenant is seen to be in breach
of these conditions, the tenancy may be terminated.
The use of abusive language is not acceptable.
If there is a dispute between tenants, we ask that both parties try to resolve the
issue themselves. If this is not possible, you can contact Nicola Howd, who may
be able to assist you.
If the dispute cannot be amicably resolved, then Charlotte House reserves the right to move any party to
alternative accommodation.
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Room moves
You may not change your room without the consent of the International House/Charlotte House team.
A great deal of care and attention has been taken in allocating you the right room. Wherever possible, your
preferences and special requests have been met so you get the best from living with us. If you have a complaint
about the room that has been allocated to you, please speak to the International House/Charlotte House team.
Please be aware that room moves can only be agreed under exceptional circumstances and the staff decision is
final.
Insurance
You will be responsible for arranging your own insurance. Charlotte House cannot be held responsible for loss or
damage to any personal items. We strongly encourage all our students to take out appropriate student insurance
to cover all eventualities.
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IMPORTANT NOTICE
You will receive a letter before your departure, but here are some guidelines:
At the end of their stay, students must leave their apartments by
10:00am
Please remove your food from the kitchen and leave your apartment
clean and tidy.
Please leave the key on the desk in your room and close the door.
You can leave your luggage in the common area of the flat until it is time
for your flight. (Please let us know if you are planning to do this.)
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Contact Us!
Office hours
Charlotte House office is located at International House. Office hours are 9am-5pm Monday-Friday. You can
telephone: +44 (0) 191 242 1285, fax: +44 (0) 191 232 1126 or email Nicola Howd at [email protected].
You will find these details displayed in the entrance lobby to your apartment block.
19 Fenkle Street, Newcastle upon Tyne, NE1 5XN.
Tel: +44 (0) 191 232 9551 / +44 (0) 7788214545
Email: [email protected]
7-15 Gallowgate, Newcastle upon Tyne, NE1 4SG.
Tel: +44 (0) 191 232 9551
Email: [email protected]
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Our Staff
Nicola Howd
Head of Estates
+44 (0) 191 242 1285
John Welsh
Housekeeping Supervisor
+44 (0) 191 242 1285
Michael Irving
Caretaker, Driver and Younger Learner Guide
+44 (0) 191 242 1285
Les Bellis
Caretaker
+44(0) 191 242 1285
