YOUR ROUGH GUIDE
TO LIVING OFF-CAMPUS
WITH WARWICK ACCOMMODATION
1
YOU’VE MADE IT. YOU’RE IN!
2
Click on the links below to find out more
4.
HOUSEKEEPING TIPS
5.
HOUSEHOLD PROBLEMS
8.
HOUSEHOLD BILLS
10. SAFETY & SECURITY IN THE HOME
14. PERSONAL SAFETY AFTER DARK
16. FAULT REPORTING
18. NOISE & ANTI-SOCIAL BEHAVIOUR
22. FRIENDS, FALLOUTS & FEUDS
24. MAKING A COMPLAINT
26.CONTACTS
You’ve chosen
your residence
WISELY
and now you
can enjoy all
the benefits of
Warwick
Accommodation
We’d like your stay to be as enjoyable and as hassle free as possible which
is why we’ve put together this rough guide to give you all the hints and tips,
rules, information and contact details you’ll need during your stay.
Take a moment to read this and keep it on hand for future reference.
Remember, you’ve also got a dedicated property manager – your new best
friend. It’s their role to make sure any problems you have with your property
or tenancy are resolved as quickly as possible. Say hi!
We hope you have a great time. All the very best,
Warwick Accommodation Team
3
HOUSEKEEPING TIPS
CLEANING
All tenants are expected to contribute towards the cleaning of
the property, but your housemates may have different views
about the level of cleanliness. Some tenants are cleaner and
tidier than others and may have different expectations.
Warwick Accommodation has a clear view on levels of
cleanliness required in a property, and we carry out inspections
each term to check that the properties are being kept to a
reasonable standard to ensure the health and safety of the
tenants. It may help if you organise a cleaning rota; that way
everyone will have to take responsibility for the communal
areas.
Further information can be found at:
www.warwick.ac.uk/accommodation/
studentaccommodation/tenancy/livingin/#cleaning
4
REFUSE & RECYCLING
The properties managed by Warwick Accommodation are in
two local authority areas; Coventry City Council and Warwick
District Council. These two authorities have different methods
of collecting household rubbish and items that can be
recycled.
Further information can be found at these websites:
If you live in Coventry: www.coventry.gov.uk
If you live in Kenilworth or Leamington Spa:
www.warwickdc.gov.uk
When you access the website, search under waste/rubbish
and you will be able to find all of the relevant information.
HOUSEHOLD
PROBLEMS
MAINTENANCE
Blocked drains, sinks, shower cubicles and baths
Sinks and drains in the kitchen become blocked because
grease, food scraps or other solid waste has been poured
down them. If this happens, it is your responsibility to deal with
the problem. Drain cleaners and unblockers can be purchased
from most supermarkets but if that fails, please contact
Warwick Accommodation for help.
Problems in the bathroom normally occur when hair, shampoo,
soaps etc clog the drain and stop the water going down.
Use of a plunger, available from most hardware shops, may
remove the blockage but if this fails you may need to use a
drain clearing product. On most shower cubicles you can
remove the trap to enable you to clear the blockage.
5
Toilets
Vacuum cleaners
If you find that the water level does not go down when you
flush the toilet, this may be due to an excessive amount of
toilet paper being put down the pan, or that rim flush blocks
have become loose and fallen down the pan.
Vacuum cleaners can become blocked because of excessive
hair or other solid waste that has been wrongly sucked up the
hose. We recommend that you regularly check all parts for
blockages and ensure that the bags are changed when they
are full. If your vacuum cleaner has a filter, this should also be
cleaned on a regular basis.
You may be able to free the blockage by plunging the pan using
the toilet brush – just be careful not to get the brush stuck.
If this fails, please contact Warwick Accommodation. If your
toilet has a dual flush mechanism (rather than the traditional
handle) you may find it will help to flush twice.
If you find that the flushing mechanism does not work, you
can ‘flush’ the toilet by tipping a bucket of water down the pan
after use. Again, report the fault to Warwick Accommodation
and we will arrange for a plumber to attend. Do not put sanitary
products down the toilets as this will cause blockages.
Condensation
Mould will grow if you do
not recognise the signs of
condensation and take steps to
eliminate it.
A separate booklet is provided
dealing with all aspects of this
issue - click on the image to
view.
6
If there does appear to be an obstruction in one of the hoses
you will probably notice a loss of suction power. Please do not
attempt to check the vacuum cleaner or the attachments
until you have disconnected it from the electrical supply. If
you cannot manage this yourself, please contact Warwick
Accommodation for help and advice.
FOR HELP
AND ADVICE
CONTACT WARWICK
ACCOMMODATION
PESTS
There are a small number of creatures that sometimes
enter a property that can cause a problem. Some may need
to be treated by a pest control expert but others can be
eradicated by taking simple measures.
Mice
Mice live in nests, which are often built inside houses,
especially during the winter and wherever there is access to a
good source of food, such as cereals and rice. Mice are mainly
active at night and can be heard running about as they search
for food. Mouse holes are normally 20-30mm in diameter and
they can squeeze through cracks as small as 5mm.
Signs of a mouse infestation can include the presence of
droppings, footprints in damp soil or dust, and burrows in
the ground. Indications of an infestation can include signs of
gnawing. If you suspect you have mice you should contact
Warwick Accommodation and we will arrange for a pest control
company to attend.
Wasps and bees
Wasps and bees can become a nuisance mainly in late summer
as the weather gets cooler when they are more likely to sting.
Do not attempt to eradicate these yourself; you should report
the problem to Warwick Accommodation and in most cases
we will arrange for a pest control company to attend.
7
Ants
Ants will enter properties looking for food, particularly sweet
sticky substances that have been left around the kitchen. Ants
are not a risk to human health but can appear in sufficient
numbers to cause a nuisance. Sometimes during the summer
months you may notice the winged type of ants will appear.
It is far better to prevent them entering the house by storing
food items such as sugar and syrups in closed containers,
rinsing out soft drink bottles and thoroughly cleaning up
grease and spillages.
If you do find that you have ants, you can buy an insecticidal
dust or aerosol spray to get rid of them. Follow the instructions
on the labels when using these pesticides.
Slugs
Slugs live in damp shady places and will crawl through the
tiniest of crevices, most commonly through air bricks which
unfortunately you cannot seal. Although they can be unsightly
and will leave silvery slime trails, they are harmless.
The best way to treat them is to use slug pellets which should
be scattered thinly outdoors. If you see a trail from a slug which
appears to come from the window area, scatter the pellets on
the ground outside the window. Just a warning - the pellets do
attract the slugs so do not use them indoors. If you put talcum
powder down on the carpet inside the house, this may act as a
repellent. Do not expect to get rid of them overnight.
HOUSEHOLD BILLS
DO NOT IGNORE UTILITY BILLS
UTILITY BILLS
Consider the following options:
When you arrive in your house one of the first
things you should do is discuss with your
housemates how to handle the payment of
utility bills. Disputes within the house over
bills can be very upsetting and time consuming.
Starting with a clear plan on how to manage the
bills will keep disputes to a minimum.
• Would you prefer to pay your bills using a monthly payment
Warwick Accommodation has registered all
properties with SSE and has provided them
with the start reading for both electricity
and gas (where applicable). The accounts are
registered in the names of all tenants.
Please check the following:
scheme or pay when you receive your quarterly bill? You
can contact SSE direct and arrange to set up a monthly
payment plan. At the end of your tenancy depending on
the amount of energy you have used you will either still owe
money based on the final meter reading or be due a refund.
• We would estimate that each student puts aside a minimum
of £20 per week for utility bills.
• All tenant names appear on the bill.
• The start readings are the same as or close to those that
appear on the inventory.
• The end readings bear a close relationship to those on the
meter at the present time.
8
For most households, the first bill you receive will be based on
an estimated reading. This is common practice, so to ensure
that you are keeping a track on the actual usage in the house,
it is a good idea to take your own readings once you receive
the bill and then telephone the company with the new meter
readings. If you complete this process the company will cancel
their bill and send you a new bill reflecting your true usage.
become apparent. Due to the Data Protection Act the utility
company will only discuss your bill with a person registered on
the account, therefore you will need to make time to speak
with them if you believe an error has occurred.
Always keep copies of your bills throughout the year so that
you can refer back to previous bills/payments if necessary. If
you are required to correspond with the company please also
retain a copy of any letters.
It is perfectly acceptable to pay your estimated bill if you are
not in a position to carry out the above suggestion. However,
you will need to give a true meter reading at the end of your
tenancy and once you do this a final bill will be generated which
may be considerably higher than you expect.
TV Licence
Where you have a change of housemate in the property,
please ensure that meter readings are taken when someone
leaves to ensure that the person pays their share of the bills.
If a new person joins the household discuss with them the
arrangements you have regarding payment of bills and ensure
that their name is put on the bill to replace the name of the
person leaving.
Students who leave their accommodation at the end of the
academic year, and move back to a home that already has a TV
licence, can claim a refund for unused quarters.
If you have concerns over your bills please do not ignore them
but contact the utility company as soon as your concerns
TOPTIP
9
If you will be watching live television in your student
accommodation by law you will need a TV Licence, or you
could face a fine. There are a number of ways to pay including
direct debit, cash and in installments.
If you have a joint tenancy agreement for your student
house, you may only need one licence. However, if your
accommodation is self-contained (such as in student halls)
you will need your own licence. www.tvlicensing.co.uk
You should check both your gas and electricity meter readings when you move
in and check that they are correct against the readings listed on the inventory.
If the readings are vastly different you should contact your property manager.
FIRE SAFETY
SAFETY &
SECURITY
IN THE HOME
• Fire action plan
A fire can develop and spread in a house very quickly,
therefore it is essential for you to plan what action everyone
should take to escape if a fire starts.
• Smoke alarms
All properties managed by Warwick Accommodation have
hard wired smoke detectors fitted and most will have a heat
sensor in the kitchen. These alarms are a mains electrical
appliance, do not remove the cover of the alarm or put
anything over the alarm.
• Fire hazards
BE PREPARED
BY MAKING
A PLAN OF
ESCAPE
Candles, oil burners, fireworks, joss sticks, live coals, shishas,
hookahs, flammable liquids and gases etc are a potential
source of damage as well as a fire hazard and must not be
used in properties.
• Chip pan frying
Never fill the pan more than one third full with fat or oil.
Never leave the pan unattended with the heat on.
Never put the chips in the pan if the oil begins to smoke.
Never lean over the pan to reach the cooker control.
Never throw water onto the flames.
If a chip pan fire occurs, get out, call the
fire service and stay out of the property.
10
ELECTRICAL SAFETY
Fires may also be caused by:
Some points to remember:
• Carelessly discarded cigarettes, matches and
• Use only good quality plugs that conform to British
overloaded ashtrays
Never empty recently used ashtrays into waste paper bins or
baskets. Never smoke in bed.
• Coiled extension leads
These generate a great deal of heat and should only be used
like that for a few minutes at the most. Preferably uncoil the
whole length before use.
• Hair straighteners
Place on a heatproof mat and turn off after use.
• Drying clothes/towels
If dried too close to an open source of heat they could ignite
or topple onto the fire itself.
• Overloading electrical sockets and adaptors
Never run other electrical appliances from a socket already
running an electric fire or heater.
• Portable heaters
Please do not use your own portable heaters in off-campus
accommodation. Warwick Accommodation will provide
additional heaters if necessary.
11
Standards.
• Do not run cables under carpets or rugs as the protective
covering may be damaged.
• Do not overload wall sockets.
• Do not exceed the recommended bulb wattage for light
fittings.
• Do not touch or use any electrical items that you think are
unsafe.
GAS SAFETY
All gas appliances in University managed properties have
been checked and serviced by a registered qualified engineer.
You will have been provided with a gas safety certificate.
The mains gas supply must be turned off if a gas
escape is suspected and the Gas Emergency
helpline contacted immediately on 0800 111 999.
CARBON MONOXIDE
Carbon Monoxide is a poisonous gas which can kill quickly
with no warning. Don’t mistake the symptoms for a hangover.
Signs to look out for are headaches, nausea, breathlessness,
collapsing, dizziness and loss of consciousness.
Although carbon monoxide is invisible and difficult to detect,
there are ways that you can see whether an appliance (fires,
heaters, central heating boilers, water heaters or cookers) may
be dangerous.
These include:
• The pilot light continually blowing out.
• An orange or yellow flame rather than a blue one.
• A black, brown or scorched area on the appliance.
• A musty smell or signs of soot.
• More condensation than normal on windows.
If you suspect that a gas appliance is faulty, turn
it off and inform the University. In an emergency
call the Gas Emergency helpline on 0800 111 999.
If you feel unwell, seek medical help right away.
12
SECURITY
When you are living off-campus, you and your
fellow housemates are responsible for the
security of your property. Student occupied
houses may be more vulnerable to burglary
but you can reduce this risk by following these
guidelines:
Ensure you know how to LOCK your front and back doors.
Doors may close shut but could require a key turning in the
lock to be totally secure.If you have a double glazed door you
will also need to lift the handle upwards to engage the lock
before you turn the key.
Lock ALL external doors and windows when the house/room
is unoccupied. Use window locks and set burglar alarms if they
are fitted. An alarm will not have any effect unless you activate
it when you go out.
Use a UV marker pen/engraver to postcode all valuable
property with your home address and include your house
number. Free advice is available from your local police crime
reduction officer. Personal possessions can be registered free
on: www.immobilise.com
Never put items which may be attractive to a burglar in view of
the window.
When unpacking new, expensive electronic goods, dispose of
the packaging carefully so as not to advertise their arrival.
Open curtains during the day, close them at night and if the
house is going to be empty for short periods of time use a time
switch to activate lights, radios etc to make the house seem
lived in.
Do not keep your cards with your cheque books or pin number,
or leave cash lying around in your room.
Insure all valuable items. As tenants in a Warwick
Accommodation property you are insured for up to £4,000,
however you may wish to extend your policy to include
accidental damage, laptops anywhere in the UK, mobile
phones, bicycles etc. Contact UK & Ireland Insurance on:
www.cover4students.com
Locks on bedroom doors are not permitted, so if leaving the
house for the vacation you are advised to take all valuables with
you.
Check caller identity. If you don’t know them don’t let them in.
13
STOP THIEVES GETTING
THEIR HANDS ON YOUR STUFF
Should a break-in occur please follow
the procedure below:
Inform the police. They will visit the house
to carry out an investigation and give advice.
They will give you a crime number to pass on
to your property manager and use on your
insurance form if applicable.
If, as a result of the break-in, the property is
not secure call your property manager or if out
of hours call security on 024 7652 2083. They
will arrange temporary boarding up until a
permanent repair can be carried out.
Complete the ‘burglary, vandalism incident
report form’ online.
STAY SAFE
PERSONAL
SAFETY
AFTER DARK
Money and cards
• Assess where you are keeping your
valuables when you’re out after dark.
Choose a zipped or buckled bag (open
bags are tempting for pickpockets).
• It may be a good idea to keep some
Poor visibility and quiet
roads exacerbate safety
risks after dark.
There are lots of things
that you can do to
avoid the attention of
opportunists so take a
moment to read our
useful tips to stay safe.
cash in a separate pocket on a night
out, in case the worst happens and
your wallet or bag is stolen.
• Openly using a mobile phone can
make you a target; this item is the
most commonly stolen, so tuck them
away when you are walking after dark.
• If you are getting home on foot, don’t
use a mobile phone – you can be too
distracted to notice things happening
around you.
• Walk calmly and confidently; if you’re in
a crowd, keep your bag tucked under
one arm, and don’t try to push in the
opposite direction.
• On a bus, sit close to the driver, and
ask to get off if anyone makes you feel
uncomfortable.
Choosing your route
Women travelling alone
• Use roads that are well-lit, avoiding
Women are particularly vulnerable
to additional threats at night. Quiet
streets, unlicensed taxi drivers and busy
drinking venues can all pose threats.
dark alleyways and parks.
• Before leaving the house, store taxi
and routefinder numbers on your
mobile phone.
• Walk confidently and purposefully,
looking around – most crimes are
opportunistic, so don’t give anyone
cause to target you.
14
Walking and using
public transport
• In bars or restaurants, don’t lose sight
of your drink or food and don’t accept
cigarettes from strangers either –
they could be soaked in chemicals
that inhibit your system.
• If you catch a taxi on your own, call it directly from your
phone and make sure the taxi driver has your name. Don’t
jump into the first taxi that pulls up – unlicensed cabs are
increasingly common.
Safety equipment
• From personal alarms to reflective clothing and numbers
stored in your phone book - a little forward-thinking means
you will be well equipped to deal with an emergency.
• Before you leave, check for all the essentials, and add useful
numbers to your mobile phone – local taxi firms, friends, local
police and hospitals.
• Personal alarms are cheaply available and give you extra
moral support if you’re nervous about walking alone.
• The very best safety equipment you can take out with you
after dark? A good friend to watch your back.
THINK
SAFE
& AVOID BECOMING
A TARGET AT NIGHT
15
FAULT
REPORTING
During your stay there
may be instances of items
developing a fault that
need to be rectified. If this
does happen, there is a
quick and easy process of
letting us know.
HOW TO REPORT A FAULT
Having identified a problem, you should log onto the offcampus fault reporting page which can be found on the
University website at:
www.warwick.ac.uk/accommodation/
studentaccommodation/faults
Fill in the form detailing your name, email address, telephone
number, the address of the house, a brief description of the
fault that you wish to report and where in the house the fault
has occurred. Choose the relevant property manager and
submit the report.
The property manager will receive an email which will be
checked during office hours Monday to Friday. Please note that
emails will not be checked at weekends. Usually, the issue is
dealt with by asking the owner to attend, although sometimes
the property manager may attend or phone in order to get
further information regarding the problem.
Fault tracking
Once the fault has been reported you will be allocated a log
reference number with which you can track the progress of
any outstanding reports that you have made.
Response time
We will attempt to solve any problems as soon as possible,
however the speed of response may well depend upon the
urgency of the fault reported.
Emergency repair –
response within 24 hrs
These are repairs that require immediate attention to
avoid danger to health, are a risk to safety and may cause
serious damage to buildings. Examples of these would be
broken windows, burst pipes and leaks that are causing
damage to electrics. In the case of an emergency arising
out of office hours, you should telephone University
security on 024 7652 2083, who will be able to advise you
of the correct procedure to follow.
Urgent repair –
response within 48 hours
These are repairs that require attention quickly. Examples of
these include blocked drains, a toilet that doesn’t flush and
an electric cooker that doesn’t function. This type of repair
would not require an out of office hours phone call, but
would be dealt with in a prompt manner.
Non-urgent repair –
response within 7 working days
These are repairs that require attention, but do not affect
the general running of the property. Examples of these
include a loose shelf, loose door handles and dripping taps.
This type of problem is usually dealt with within 7 working
days.
17
Electrical failure
If you have an electrical failure at your house, check first to
see if it has affected other properties nearby. It may be a
temporary power cut. If the failure occurred as a result of
something being switched on in the house, it may be that a
fuse has been tripped. In this case, check your fusebox. If the
problem continues to occur, then report the fault.
Gas
All gas appliances are covered by a maintenance contract and
if you have a problem with any of these you should contact the
company who maintains them – details will be provided when
you move into the property. Out of hours calls should only be
made if there is an emergency, i.e. a complete loss of heating,
no hot water or a major leak. Please note that if one radiator is
not working, this does not constitute an emergency.
If you smell gas:
1 Turn the gas supply off at the meter
(the location can be found on your inventory).
2 Open doors and windows.
3 Do not operate lights, or any other possible form of ignition.
4 Contact the Gas Emergency helpline on 0800 111 999.
Washing machine
If you have problems when using your washing machine, any
faults should be reported to MARRS on 024 7646 9680.
BE A GOOD
NEIGHBOUR &
CONSIDER THOSE
AROUND YOU
NOISE & ANTI-SOCIAL BEHAVIOUR
18
LIVING WITH NEIGHBOURS
Of course, some noise is unavoidable but
there are simple ways in which you can avoid
disturbing others, in your house or next door.
• Keep the volume of the TV, computer, stereo etc as
low as possible. Place your speakers away from your
neighbour’s walls and if possible raise them off the floor
or use headphones. If you can hear your music from
outside your room so can everyone else. The bass beat
can be particularly irritating and should be set at a lower
level.
• Warn your housemates and neighbours if you are going
to have friends around and provide a contact telephone
number in case there is a problem.
• If you play a musical instrument, practise at reasonable
times; not early in the morning or late evening/night when
the noise can be more disruptive. DJ equipment is not
suitable for shared accommodation.
• When you return home late at night, remember that noise
in the street travels further. Avoid shouting to each other or
talking on the doorstep. Close doors quietly and walk quietly
around the house.
• Remember the house or flat that you live in is unlikely to have
been purpose built for multiple occupations and noise will
travel.
• Be considerate if you are approached about noise
disturbance. It may be that you can agree to exchange
phone numbers and have an arrangement that neighbours
can text you if the noise is a disturbance in the future.
Living off-campus means living in a residential area. You have a
responsibility to be considerate towards those you live with and
the rest of your community. There is legislation which stipulates
what time noise can be made and your tenancy agreement
includes a clause about being a nuisance to neighbours.
19
Parties
Anti-social behaviour
You are responsible for who you allow into your
accommodation and how they behave whilst they are
your guest. We advise that parties should only be held at a
weekend and they should end by midnight so as not to cause
a disturbance to your neighbours. Do not advertise a party as
you could find huge numbers of strangers turning up, which
then becomes difficult to manage and can have serious
consequences.
Anti-social behaviour is a term which refers to behaviour
by you or your friends/guests which adversely affects the
health, safety or well-being of other people. This can include
vandalism, abusive behaviour, excessive noise; the dumping of
rubbish or tampering with the health and safety equipment in a
house or flat, and you will be charged for repairs and damages.
Problems
People, with whom you share or live close by, may have
very different expectations on how they wish to live, They
are likely to have different lifestyles (young children, school
children, be retired, work shifts, etc) or different demands
from their courses. Most noise problems can be resolved by
communicating effectively about how the noise is making you
feel, or understanding how your noise affects others.
Remember, not only do you have the right to complain about
noise, your neighbours do too. Both Coventry City Council
and Warwick District Council have policies on excessive noise;
please refer to their respective websites. All councils have
the right to fine those found to be causing excessive noise
on a regular basis. The University receives complaints about
excessive noise every year and formal disciplinary proceedings
are taken.
20
Should you or your house experience anti-social behaviour,
it is important that all tenants work together to deal with the
problem; you may feel it necessary not only to discuss things
with your property manager but also the police.
It is important therefore to give
first hand information including:
• What you saw?
• Who was involved?
• When it happened
• Any witnesses?
You can also seek advice from the Students’
Union in regards to any behaviour which you
find unacceptable.
21
FRIENDS,
FALLOUTS
& FEUDS
22
This may be the first time that you have lived offcampus. Sometimes there can be problems adapting to
living with others. This can be particularly problematic
during exam or revision time when emotions and
tempers can be high.
Living with other students doesn't mean that you
have to be the best of friends, as long as you can get
on together.
LIVING WITH OTHERS
The tips below should help resolve disputes:
• Have a chat with your house mate before you get angry
or upset. If your house mate has been drinking it may be
better to wait until the next day.
• Remain calm and friendly and do not threaten to
retaliate, but do not be ashamed to say how upset you
are and make your views clear.
• Fallouts often involve other people. You should focus on
how the situation affects you and not speak on behalf of
other people.
• Avoid getting into groups or making other people feel
isolated. ’Ganging up on people’ can make a situation far
worse.
• Vicious and angry note writing should be avoided as you
may regret what was said later on.
• Stay future focused and put the past to rest. It is
essential that everyone concentrates on how to improve
the situation rather than focusing on who did what.
TOPTIP
23
If despite the best efforts of everyone in the house,
issues can not be resolved you can contact your property
manager, it may be possible to arrange a house meeting
or resolve the issue in some other way. However, it may be
more appropriate to discuss matters with student support
services at the University or The Advice Centre at the
Students’ Union. A list of all contact details are listed at the
back of this booklet.
TOPTIP
If you decide to make an allegation about another
person, we will ask you to put this in writing and if
you do not feel able to do this, we may not be able
to take any further action.
In certain circumstances tenants may be able
to move to another Warwick Accommodation
property.
Agreeing to differ on opinions is often the first step to achieving a more pleasant
environment. It is always a good idea to discuss any difficulties and set up some
house rules. Fallouts can happen for many reasons; disputes tend to start out
very small but can escalate if not dealt with at an early stage.
MAKING A COMPLAINT
WHAT IS A COMPLAINT?
A complaint is when you are not happy with the standard
of service or response you have received from Warwick
Accommodation.
When is it not a complaint?
When you are highlighting an issue or fault for the first time.
You must give the University a reasonable amount of time to
meet your concerns. The complaint then comes when you
believe Warwick Accommodation has not met the standard of
normal expectations. If a fault has been reported, we ask that
you follow the repair guidelines found on page 16.
Who should I complain to?
Initially we ask that you contact your property manager who
should be familiar with your case and may be able to clear up
any misunderstanding. This can be in person, by telephone, by
email or in writing.
Stage one:
If you are not satisfied with the reply from your property
manager then you will need to fill out an online complaint form
which can be found at :
www.warwick.ac.uk/accommodation/contact/compproc/
We aim to resolve your complaint quickly and effectively. Your
complaint will be dealt with by the senior property manager
who will reply to you within 5 working days. If we need more
time to investigate your complaint, we will let you know.
First review:
If you are not satisfied with the reply from the senior property
manager, you can request that your complaint be considered
by the general manager, Warwick Accommodation. This
request must be made in writing and details of the general
manager will be given in our reply at stage one.
University final review:
If you are still unhappy, after receiving the general manager’s
response you can then appeal to the registrar.
24
Can I take my complaint any further?
If you have gone through all of the stages above and you
are still not satisfied, you can appeal to the Office of the
Independent Adjudicator for Higher Education (OIA) providing
that your complaint is eligible under its rules. You will need to
send a scheme of application form to the OIA within three
months of the date of the final letter from the University.
Their website address is www.oiahe.org.uk
The University of Warwick is a member of the Universities
UK Code of Practice for the Management of Student
Housing. Once the University complaints procedure has
been exhausted you may refer your complaint to UUK Code
Management Committee.
Who can help?
Making a complaint can feel like rather a daunting process, but
there is help available. The Student’s Union, advice & welfare
services are available to offer advice or representation and can
be contacted by email at the following address:
advice@warwicksu.com
25
CONTACTS
The University of Warwick is committed to providing a
supportive and positive environment for all members
of its community. However, we recognise that there
will be times in everybody’s University life when things
do not go as well as you would wish. In times like
Director of Student Support
t: 024 7657 5570
e: studentsupport@warwick.ac.uk
w:www.warwick.ac.uk/services/studentsupport-services
Senior Tutor
t: 024 7652 2761
e: seniortutor@warwick.ac.uk
w:www.warwick.ac.uk/seniortutor
Security
t: 024 7652 2083
e: security@warwick.ac.uk
w:www.go.warwick.ac.uk/security/
Counselling Service
t: 024 7652 3761
e: counselling@warwick.ac.uk
w:www.go.warwick.ac.uk/services/tutors/
counselling/student
Student Advice
t: 024 7657 2824
e: advice@warwicksu.com
w:www.warwicksu.com/advice
26
these, there is a comprehensive support and welfare
structure available to help with all kinds of different
problems. There may be more than one option
available to you, so please use the information on our
website as well as the other services available to you.
Mental Health
t: 024 7657 5570
e: mentalhealth@warwick.ac.uk
w:www.go.warwick.ac.uk/mentalhealth
Student Funding
t: 024 7615 0096
e: studentfunding@warwick.ac.uk
w:www.go.warwick.ac.uk/ugfunding
w:www.go.warwick.ac.uk/hardshipfunds
University Hospital
Coventry & Warwickshire
t: 024 7696 4000
Warwick District Council
w:www.warwickdc.gov.uk
Coventry City Council
w:www.coventry.gov.uk
Health Centre
t: 024 7652 4888
w:www.uwhc.org.uk
Alcohol Advisory
w:www.nhs.uk/livewell/alcohol/pages/
alcoholsupport.aspx
Warwick Hospital
t: 01926 495321
Samaritans
t: 08457 909090
e: jo@samaritans.org
NHS Advice
t: 111
w: www.nhs.uk
Warwick Volunteers
w:www.warwick.ac.uk/about/community/
volunteers
Coventry NHS Walk in Centre
Stoney Stanton Rd
t: 0300 200 0060
Please note contact details were
correct at the time of publishing.
27
Warwick Accommodation | Senate House | The University of Warwick | Coventry CV4 7AL
T: 02476 523772
E: accommodation@warwick.ac.uk
W: www.warwick.ac.uk/accommodation
Facebook: facebook.com/warwickaccomm
Twitter: @warwickaccomm
Browzer: browzer.co.uk/warwick