Liverpool | Maple House
Here’s your new address
25 Caledonia Street
New room. New home.
New city to explore.
You’re right next to everything. Your university for lectures
and libraries. The city for shops and bars. And all your
fellow students. Where you live at university makes all
the difference. The perfect home is where you’ll achieve
academic success, form lifelong friendships – and bloom.
That’s where we come in.
We’re here when you want us and in the background when
you don’t. We’ll keep you up to date with all the latest
news, competitions and events on our Facebook, Twitter
and Instagram pages. It’s completely up to you how much
or how little you want to get involved.
You’ll find your check in date on the front page of your
tenancy document. It’s under ‘start date’. You can arrive
on your check in date, or any day after that. Arriving on
the day? We’ll give you a time slot to help you avoid traffic.
Drivers: we recommend checking out the area beforehand
and making sure you know where to park. Coming in by
train or plane? Book your taxi in advance. Our staff will
be here to help you - giving you your keys, showing you
around, and telling you about your new home.
Your room is your space –
to relax, to unwind, to be
you. So hang up your jacket.
Choose a drawer for your
socks. Make it feel like home.
Your Wi-Fi is included in the rent. If you’re experiencing
problems contact customer support on 0333 123 0115 and
make sure you’re by your screen.
There’s a radiator to keep you warm. You can control the
temperature and when it comes on and off. If it stops doing
that, let the accommodation team know.
Lights off. Windows shut. Heating on low. Try to save energy
when you’re not in your room.
Cook safe. No chip pans or deep fat fryers. And keep it clean. If
things get too messy, we’ll have to charge for a cleaner.
There’s a TV in your room – but no licence. If you want one,
you’ll need to purchase one, either at tvlicensing.co.uk or at
the Post Office.
KEYS AND OUT OF HOURS
Please look after your keys but if you do lose them or get
locked out of your room speak with the accommodation
team. If the accommodation team are not on site, call the
Out of Hours number on 07580 939 855.
If you have a non-emergency maintenance issue, please
report it directly through your residence portal. Once
reported, we will visit your home to review the issue and
resolve it for you as promptly as we can. If there is an
emergency maintenance issue, please speak to the
accommodation team. If the accommodation team are
not on site, please go to The Numbers You Need section
later in this book and call the Out of Hours number for
Guests are welcome. But too much noise isn’t. So if you
have people over, try to keep it down. And sorry, but no
stays over seven days.
If you want to swap or move rooms, speak to your
accommodation team. Depending on availability,
you’ll just have to pay a £50 admin fee and sign some new
Remember to empty your bins! They go into the communal
rubbish and recycling bins in the courtyard.
Find some time to check it and fill it in. It’ll save you time when
you’re moving out.
Here you’ll find common
rooms. Plenty of shared
spaces. Places to meet and
mingle. So get exploring.
Get together. Study, Watch a movie. Play games. Unwind. All the
spaces are open 24 hours a day. Located in Art School Lofts ground
Work up a sweat in our complementary gym.
Located on the ground floor in Art School Lofts.
Your mailbox is on the ground floor – that’s where your letters will
Parcels will need signing for. Your accommodation team will email
you when your parcel arrives. They can be collected between the
hours of 09.00am till 6.00pm from reception in Art School Lofts.
The laundry room is accessed via the courtyard.
Our bike store is in the right courtyard. It’s your responsibility to
ensure they are locked up and unfortunately we can’t take any
responsibility for any loss.
Even if it’s an accident, own up – otherwise, everyone gets charged.
See your tenancy agreement for a full list of charges.
Your safety and security
is our number one
priority. We’ve got it
covered – but you can
help us by following a
few safety tips.
If you have an accident, please report it to your accommodation
team. There’s a first aid box in the office for minor accidents.
IN CASE OF FIRE
Your room is fitted with a smoke detector. So are kitchens and
corridors. Don’t tamper with them. When a fire alarm goes off,
never assume it’s just a drill. Make sure you know your nearest
exit, and know how to leave the building safely. Your designated
assembly point is on Caledonia Street at the rear of the building.
DOORS AND WINDOWS
We ask that you keep doors closed at all times and lock your door
and windows when you’re going out. Fire doors are there to protect
you and when closed they will stop the spread of fire, so please
don’t prop your door open. Windows will only tilt outwards and for
your own safety will not be opened fully.
SAFE AND SOUND
If you’re worried about the safety of any of the equipment in your
room or the communal areas or you see any suspicious behaviour,
please inform your accommodation team.
If you’re not feeling
yourself, talk to someone.
Whoever you are.
Whatever it is. However,
you feel. We’re here.
See the doctor. If you’ve registered with the University Health
Centre on Mount Pleasant, you’ll usually get a same day
appointment. Call them on 0151 285 4578.
Talk to Student Minds studentminds.org uk. Or grab your
accommodation team they’re here to support you.
PROBLEMS WITH A FLATMATE?
Noise. Mess. Antisocial behaviour. If it’s bothering you, speak to
your accommodation team.
OTHER HELPFUL SITES:
Victim Support victimsupport.org
The numbers you need
Accommodation Team and Out of Hours
0844 371 5674
Emergency Maintenance Issues –
(Out of Hours only)
0844 371 2578
0333 123 0115
You’ll have to move out by the end of your tenancy – you
can see when that is on your tenancy document. If you
want to move out earlier, you can arrange that with your
accommodation team. At the end of the academic year,
we’ll let you know when you’ll be expected to move out
and exactly what you’ll need to do. Before you go, your
accommodation team will make an appointment to
inspect your room – making sure it hasn’t been damaged
This handbook provides useful advice for students
throughout their tenancy. But it doesn’t cover everything.
For full legal obligations, see your tenancy agreement in
your Resident Account and visit the Hello Student website
and click on How it Works.
Hello Student takes data protection very seriously and
access to all resident data is strictly controlled and will
only be disclosed with the resident’s permission and this
applies equally to enquiries from parents or relatives.
HERE’S OUR COMPLAINTS PROCEDURE
In the first instance, please speak to your accommodation
team who will always try to resolve your issue. If you feel
the matter has not been resolved to your satisfaction then
please follow the 3-stage procedure as specified on the
notice board in reception.
Hello Student complies with the data protection act (1988)
which governs the use of all personal data we hold and the
controls requires over its accuracy, access and security.
Also, legislation aimed at giving you more control over
your data is called the General Data Protection Regulation
(GDPR). Please visit the Hello Student website to view our
handle your personal data.
If you need us, we’re here to help
T: 0844 371 5674 M: 07580 939 855