Willowbank
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WELCOME TO<br />
Glasgow| <strong>Willowbank</strong>
GLASGOW<br />
Welcome to<br />
<strong>Willowbank</strong><br />
Glasgow<br />
Here’s your new address<br />
2A <strong>Willowbank</strong> Crescent<br />
Glasgow<br />
G3 6NB<br />
New room. New home.<br />
New city to explore.<br />
You’re right next to everything. Your university for lectures<br />
and libraries. The city for shops and bars. And all your<br />
fellow students. Where you live at university makes all<br />
the difference. The perfect home is where you’ll achieve<br />
academic success, form lifelong friendships – and bloom.<br />
That’s where we come in.<br />
We’re here when you want us and in the background when<br />
you don’t. We’ll keep you up to date with all the latest<br />
news, competitions and events on our Facebook, Twitter<br />
and Instagram pages. It’s completely up to you how much<br />
or how little you want to get involved.<br />
MOVING IN<br />
You’ll find your check in date on the front page of your<br />
tenancy document. It’s under ‘start date’. You can arrive<br />
on your check in date, or any day after that. Arriving on<br />
the day? We’ll give you a time slot to help you avoid traffic.<br />
Drivers: we recommend checking out the area beforehand<br />
and making sure you know where to park. Coming in by<br />
train or plane? Book your taxi in advance. Our staff will<br />
be here to help you - giving you your keys, showing you<br />
around, and telling you about your new home.
Your room is your space –<br />
to relax, to unwind, to be<br />
you. So hang up your jacket.<br />
Choose a drawer for your<br />
socks. Make it feel like home.<br />
INTERNET<br />
Your Wi-Fi is included in the rent. If you’re experiencing<br />
problems contact customer support on 0333 123 0115 and<br />
make sure you’re by your screen.<br />
HEATING<br />
There’s a radiator to keep you warm. If it stops doing that,<br />
let the accommodation team know.<br />
ENERGY<br />
Lights off. Windows shut. Heating on low. Try to save energy<br />
when you’re not in your room.<br />
KITCHEN<br />
Cook safe. No chip pans or deep fat fryers. And keep it clean.<br />
If things get too messy, we’ll have to charge for a cleaner.<br />
TV<br />
There’s a TV in your room – but no licence. If you want one,<br />
you’ll need to purchase one, either at tvlicensing.co.uk<br />
or at the Post Office.<br />
BINS<br />
Remember to empty your bins! They go into the communal<br />
rubbish and recycling bins, in the bin shed situated behind<br />
Block C.<br />
INVENTORY<br />
Find some time to check it and fill it in. It’ll save you time when<br />
you’re moving out.<br />
KEYS AND OUT OF HOURS<br />
Please look after your keys but if you lose them or get locked<br />
out of your room speak with the accommodation team. If<br />
the team are not on site, please go to The Numbers You<br />
Need section later in this book and call the Out of Hours<br />
number for assistance.<br />
MAINTENANCE ISSUES<br />
If you have a non-emergency maintenance issue, please report it<br />
directly through your residence portal. Once reported, we will<br />
visit your home to review the issue and resolve it for you as<br />
promptly as we can. If there is an emergency maintenance issue,<br />
please speak to the accommodation team. If the<br />
accommodation team are not on site, please go to The Numbers<br />
You Need section later in this book and call the Out of Hours<br />
number for assistance.<br />
VISITORS<br />
Guests are welcome. But too much noise isn’t. So if you<br />
have people over, try to keep it down. And sorry, but no<br />
stays over seven days.<br />
SWAP ROOMS<br />
If you want to swap or move rooms, speak to your<br />
accommodation team. Depending on availability,<br />
you’ll just have to pay a £50 admin fee and sign some new<br />
paperwork.
Here you’ll find common<br />
rooms. Plenty of shared<br />
spaces. Places to meet and<br />
mingle. So get exploring.<br />
COMMON SPACES<br />
Get together. Study. Watch a movie. Play games.<br />
Unwind. All the spaces are open 24 hours a day. You will<br />
find your common room in Block B. Your cinema room<br />
is situated in Block D and you will find study rooms in<br />
Block A on the 2nd floor, Block B on the ground floor<br />
and also the ground floor in Block C.<br />
GYM<br />
Work up a sweat in our complementary gym.<br />
Located in Block D.<br />
POST<br />
Your mailbox is at reception – that’s where your letters will be<br />
delivered.<br />
PARCELS<br />
Parcels will need signing for. Your accommodation team can<br />
do that for you, but you’ll need to tell them in advance. They can be<br />
collected 24 hours.<br />
LAUNDRY<br />
The laundry room is beside reception.<br />
BIKES<br />
Our bike sheds are situated behind Block C. It’s your responsibility<br />
to ensure they are locked and unfortunately we can’t take any<br />
responsibility for any loss.<br />
DAMAGES<br />
Even if it’s an accident, own up – otherwise, everyone gets charged.<br />
See your tenancy agreement for a full list of charges.<br />
Your safety and security<br />
is our number one<br />
priority. We’ve got it<br />
covered – but you can<br />
help us by following a<br />
few safety tips.<br />
FIRST AID<br />
If you have an accident, please report it to your accommodation<br />
team. There’s a first aid box in the office for minor accidents.<br />
IN CASE OF FIRE<br />
Your room is fitted with a smoke detector. So are kitchens and<br />
corridors. Don’t tamper with them. When a fire alarm goes off,<br />
never assume it’s just a drill. Make sure you know your nearest exit,<br />
and know how to leave the building safely. Your designated<br />
assembly points is the small park opposite the car park.<br />
DOORS AND WINDOWS<br />
We ask that you keep doors closed at all times and lock your door<br />
and windows when you’re going out. Fire doors are there to protect<br />
you and when closed they will stop the spread of fire, so please<br />
don’t prop your door open. Windows will only tilt outwards and for<br />
your own safety, should not be opened fully.<br />
SAFE AND SOUND<br />
If you’re worried about the safety of any of the equipment in your<br />
room or the communal areas or you see any suspicious behaviour,<br />
please inform your accommodation team.
If you’re not feeling<br />
yourself, talk to someone.<br />
Whoever you are.<br />
Whatever it is. However,<br />
you feel. We’re here.<br />
FEELING ILL?<br />
See the doctor. You’ll need to register with a GP. You’ll usually get a<br />
same-day appointment if you call NHS 24. Call them on 111.<br />
FEELING LOW?<br />
Talk to Student Minds (studentminds.org uk). Or grab your<br />
accommodation team, they’re here to support you.<br />
PROBLEMS WITH A FLATMATE?<br />
Noise. Mess. Antisocial behaviour. If it’s bothering you, speak to<br />
your accommodation team.<br />
OTHER HELPFUL SITES:<br />
NHS Choices<br />
nhs.uk<br />
Samaritans<br />
Samaritans.org<br />
Victim Support victimsupport.org
The numbers you need<br />
Accommodation Team and Out of Hours<br />
0844 371 5653<br />
Emergency Maintenance Issues –<br />
(Out of Hours only)<br />
0844 371 2578 or<br />
07580 940 998<br />
Internet helpline<br />
0333 123 0115<br />
SOMETHING WRONG?<br />
HERE’S OUR COMPLAINTS PROCEDURE<br />
In the first instance, please speak to your accommodation<br />
team who will always try to resolve your issue. If you feel<br />
the matter has not been resolved to your satisfaction then<br />
please follow the 3-stage procedure as specified on the<br />
notice board in reception.<br />
Moving Out<br />
You’ll have to move out by the end of your tenancy – you<br />
can see when that is on your tenancy document. If you<br />
want to move out earlier, you can arrange that with your<br />
accommodation team. At the end of the academic year,<br />
we’ll let you know when you’ll be expected to move out<br />
and exactly what you’ll need to do. Before you go, your<br />
accommodation team will make an appointment to<br />
inspect your room – making sure it hasn’t been damaged<br />
or dirtied.<br />
DISCLAIMER<br />
This handbook provides useful advice for students<br />
throughout their tenancy. But it doesn’t cover everything.<br />
For full legal obligations, see your tenancy agreement in<br />
your Resident Account and visit the Hello Student website<br />
and click on How it Works.<br />
Hello Student takes data protection very seriously and<br />
access to all resident data is strictly controlled and will<br />
only be disclosed with the resident’s permission and this<br />
applies equally to enquiries from parents or relatives.<br />
Hello Student complies with the data protection act (1988)<br />
which governs the use of all personal data we hold and the<br />
controls requires over its accuracy, access and security.<br />
Also, legislation aimed at giving you more control over<br />
your data is called the General Data Protection Regulation<br />
(GDPR). Please visit the Hello Student website to view our<br />
Privacy Policy in which explains how we collect, store and<br />
handle your personal data.
If you need us, we’re here to help<br />
T: 0844 371 5653 M: 07580 940 998<br />
E: willowbank@hellostudent.co.uk