Our Residents' Charter
Our promise to you
Our staff should put you at the heart of all they do.
The Hall Managers really help you out and make you feel at home.
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Staff should treat you as an individual, always listening to what you have to say
Studying and living at university is a new experience for most people and it can bring challenges as well as rewards. Our community of students and staff have to work and live alongside each other respecting each other's differences, opinions and points of view.
Both the University and Student Living pride themselves on providing a caring, friendly and supportive environment to study and live.
This charter tells you what you can expect from us and, just as importantly, what we (and your fellow residents) expect from you.
We will put you, the resident, at the heart of all we do by providing value for money, quality accommodation that supports your academic success.
Customer focus
All members of staff should:
- put you the resident at the heart of all they do
- treat you as an individual, always listening to what you have to say.
- deal with your requests and queries in a timely and efficient manner
- apply the same high standards to both external and internal customers.
Student Living will:
- put support staff in place to assist you
- offer a safe and secure living environment for you
- respond to maintenance requests in a timely manner.
- make sure your communal areas are cleaned weekly
- provide high speed internet in your rooms
- provide a coin operated laundry for all residents.
Contact
All members of staff should:
- give their name whenever you call
- make it easy for you to contact us - by phone, email or in person
- act in a polite, professional and positive way at every point of contact, however and whenever you are contacted.
Student Living will:
- have staff available to all residents 24 hours a day seven days a week
- let you know when our offices are open and operate an open door policy whenever we are in.
- address your complaints in a timely manner.
If things go wrong
Staff should:
- listen to your concerns and queries
- offer support in resolving issues
- provide you with an explanation for their actions
- deal with any issues in an efficient, timely manner
- welcome you comments and feedback to improve the customer experience
- use procedures to curtail anti-social behaviour.
Providing an inclusive service
Student Living promises to:
- actively promote equality and diversity
- allocate appropriate accommodation to meet customer needs
- offer support to all residents
- make sure staff members have appropriate awareness of cultural issues and expectations.
and finally............
What we ask of you the customer:
Please:
- treat our staff with courtest and respect
- respect the needs of everyone in halls and the rights of other residents to live and study without undue disturbance
- behave with good sense, have consideration for others and respect their differences, and take care of our facilities and services
- Do not bring Student Living or the University into disrepute.
