RESIDENTIAL SERVICES STUDENT CHARTER

Introduction
This Charter sets out the standards of provision that the University aims to
provide for its students in University residences living in Northern Ireland.
Students attending the QA Business School in London and Birmingham will
have their own arrangements
The University is committed to aiming for the highest quality possible and this
Charter is one way of outlining that commitment to you. It should be read in
conjunction with the Rules of Residences and Allocation Criteria.
Residential Services are committed to encouraging diversity and
inclusiveness within University residences. The Universitys policies have
been screened under Section 75 of the Northern Ireland Act 2001and the
University is committed to endorsing diversity in all of its forms.
What this Charter does

Most of the provisions of this Charter are to ensure that we achieve

and maintain the highest standards of provision. This is a statement of
intent and is not a legal document and there may be occasions when
the University or students are prevented or delayed from meeting the
expectations outlined in this Charter through circumstances or delays
beyond their control.

This Charter also sets out what we expect of you. The quality of the
service that we believe you are entitled to expect is, therefore,
balanced with responsibilities placed on you as a student: both are
intended to ensure that you gain maximum benefit from your time with
us.

Measuring our performance

We regularly measure the effectiveness of our provision through student
surveys and discussions with the Students Union. In addition, in drawing up
this charter, we consulted with student Resident Assistants (RAs) and focus
groups. As a result, a number of key performance indicators were developed
and these are included in the Charter. Performance will be measured against
these indicators and the results will be reported annually via the Residential
Services Annual Report and the internet.

Consultation
This Charter was developed in consultation with the Students Union, focus
groups and input from student Resident Assistants. This was achieved by
dissemination of the draft charter to student Resident Assistants and their

comments included in the Charter. Focus groups were formulated and

feedback included in the charter.

Key Areas
Residential Services will endeavour to:
1. Provide quality, where reasonably practicable and subject to
availability, conveniently located University Residences
You can expect Residential Services to:
Provide, where reasonably practicable and subject to
availability, accommodation that is conveniently located to the
Universitys Campuses
Ensure, in so far as is possible, that the accommodation
provided meets the needs of students in terms of quality and
facilities
Ensure that the accommodation meets statutory standards
Ensure, in so far as is possible, that the accommodation
provided is safe and secure
Performance Indicator
To achieve at least 83% satisfaction levels from surveys
undertaken on the on the quality and location of accommodation
provided.
We expect you to:
Provide feedback on the location, quality and price of University
owned or managed accommodation
2. Provide and distribute accurate and relevant information at the
appropriate times for student accommodation.
You can expect Residential Services to:
Provide accurate and understandable accommodation
information through the website*
Provide accurate costs on accommodation and facilities/services
included
Endeavour to distribute information on the application to all
applicants eligible for accommodation guarantees
Guarantee students who apply for accommodation by the
agreed dates an offer of a room in student accommodation once
they are accepted on to their original course of study
Facilitate, where possible, open days to allow students to view
the accommodation available in advance of applying

 Ensure that if you have a disability or special requirement you

are invited to discuss these needs
Guarantee, where reasonably practicable and subject to
availability, accommodation for international students who apply
by the 1st August for semester 1 entry and by the 30th November
for semester 2 entry
Provide students with information on how to find private rented
accommodation if requested
Performance Indicator
To achieve at 90% satisfaction levels from surveys undertaken on
the distribution and administration of accommodation information
and application processes.
We expect you to:
Read the information provided on the website so that you make an
appropriate application and understand the contractual obligations
to which you are agreeing to
Respond to any further information requests and accommodation
offers fully and promptly within the timescale stipulated. Abide by
the terms of any contract you have signed with the University. Rules
of Residences can be found:
www.ulster.ac.uk/accommodation/Resrules.html

3. To operate and manage University Residences

You can expect Residential Services to:
Provide, where reasonably practicable, information on room
allocation, cost, duration of contract and arrival information for
those allocated a room on-campus*
Provide, where reasonably practicable, the facilities and
services as agreed within the contract for accommodation, for
example, housekeeping, utilities and ancillary services
Provide, where reasonably practicable and subject to availability
on arrival information on the accommodation allocated*
Provide, in so far as is possible, an online induction
presentation including health & safety issues, fire safety and
rules of residences
Operate, with prior approval and subject to University sanction,
flexible payment methods for residential fees
Provide, in so far as is possible, an efficient responsive
maintenance service
Provide, where reasonably practicable and subject to
availability, advice and assistance to students required to seek
accommodation within the private rented sector

 Allocate, where reasonably practicable, a room to students

under the Conditional Firm Guarantee and International
Student Guarantee within 10 days of being accepted on to a
place on to their original course
Performance Indicator
Achieve where reasonably practicable, 70% satisfaction on the value for
money of university accommodation.
We expect you to:
Respect your living environment and the needs of your cotenants and neighbours
Report promptly any damages needing repairs
Submit any complaints promptly and in writing
Provide access to your accommodation for Residences staff and
contractors, where necessary for the proper management of the
accommodation
Pay your residential fees by the due dates in the manner agreed
Notify the Accommodation Office if you are withdrawing from the
University or suspending your studies
Return your accommodation in a clean and undamaged state at
the end of the contract period, otherwise pay costs of damage
and cleaning required.
Abide by the Rules of Residences, conditions of accommodation
contract and statutes and ordinances operating within the
University.
4. Provide appropriate support structures for residents
You can expect Residential Services to:
Aim to provide RAs from the students peer group throughout the
academic term and to provide peer support to students
Have RAs available who are knowledgeable about the
University and can refer students to Student Support, if required
Have RAs who encourage a community spirit within
accommodation to allow all students to study, sleep and
socialise as appropriate
Have RAs who can identify and address general health and
safety issues within University accommodation
Aim to establish and support a Residents Committee
Performance Indicator
To achieve at least 90% satisfaction levels from surveys undertaken
on the support structures available within student accommodation.
We expect you to:

 Comply with any reasonable request made to you by an RA, Night

Support Assistant, security personnel or member of staff
Ensure that you avail of the support structures available when
required
To treat other residents and staff with respect
Get involved in the residents committees and appropriate activities
for students in University residences
5. Community Relations and the Private Rented Sector
You can expect Residential Services to:
Provide, where reasonably practicable, advice and assistance
on finding accommodation within the local area
Respond, where reasonably practicable, to complaints from
local residents, other students and community groups regarding
student behaviour within the local community
Facilitate, in so far as it is possible, initiatives to allow students
to develop good relationships within communities
We expect you to:
Behave in a responsible manner in respect of the accommodation
you occupy, relations with co-habitants and neighbours and the
local community
Respect your local community and environment and not engage in
actions that bring the University into disrepute
Inform the University of your term-time address prior to the
beginning of the academic year and inform the University of
changes throughout the year
* can be provided in alternative methods as requested and when required.

What if things go wrong?

We hope you will find little to complain about in our provision, but if you do
have concerns and you do bring them to our attention, they will be treated
seriously and every effort will be made to resolve them.
Complaints procedure
The University has a Student Complaints Procedure for dealing with most
complaints about any aspect of the academic or other services provided by
the University. There are a number of types of complaint which are not dealt
with under this procedure, such as where the complaint relates to academic
decisions or to sexual, racial or religious harassment or discrimination, for
which separate procedures exist. Details of all procedures are outlined within
the student complaints leaflet. Copies of the Student Complaints leaflet are
available from University Libraries, Student Support Offices, the Students'
Union or from the University website. If you would like advice on the

Universitys procedures, you should contact the Student Complaints Liaison

Officer. The Students Union can also assist with providing advice and
support to students.
No student will be disadvantaged because he or she has made a complaint in
good faith.
Disciplinary procedures for students
In addition, you should note that there are disciplinary procedures for students
who break University regulations or fail to comply with instructions regarding
conduct. Details are provided in the Charter, Statutes, Ordinances and
Regulations.

ADDRESS
Students
Union

Offices at each campus

Accommodati
on-

Accommodation Office at
relevant campus

CONTACTS

URL

Info@uusu.org

www.uusu.org

+44 (0)28 7012 4373

Jordanstown:

www.ulster.ac.uk/accom

+44(0)28 9036 6941

modation

Coleraine
+44(0)28 70124664

Magee, Londonderry

Community
Relations

Community Relations
Office

+44(0)28 71309961
Tel: 02890368527

http://communityrelations
.ulster.ac.uk/

+44(0)28 9026 7241

Room 8K07
+44(0)28 9036 8367
Jordanstown campus
Shore Road
Fax:
Newtownabbey
+44(0)28 9026 7242
BT37 0QB
International
Office

International Offices at
Jordanstown or
Coleraine

+44(0)28 9036 6872

+44 (0)28 9036 8220
http://international.ulster.

ac.uk/

Careers
Service

Careers offices on each

campus

Careers@ulster.ac.u

http://careers.ulster.ac.uk

k
+44(0)28 9036 6247
(Jordanstown)
+44(0)28 7012 4381
(Coleraine)
+44(0)28 713 75600
(Magee)
+44(0)28 9036 6247

Student
Support

Student Support offices

on each campus

Information
Services
Service Desk

ICT Customer Services

Library
Development
and Alumni
Relations
Office

24 hour information line

Secretary to Director of
Development, University
of Ulster, Cromore Road,
Coleraine, BT52 1SA

Student
Complaints

The Student Complaints

Liaison Officer
Room J503 , 5th Floor the
Tower
University of Ulster
Cromore Road
Coleraine
BT52 1SA

(Belfast)
028 7012 4397

www.ulster.ac.uk/student
support

028 9036 6777

helpdesk@ulster.ac.u
k
028 9036 8530
+44(0)28 7012 3510

http://ulster.ac.uk/isd/ho
me
www.ulster.ac.uk/library
www.ulster.ac.uk/developm
ent

+44 (0)28 70123213

www.ulster.ac.uk/quality/
qmau/complaints.html

Useful Information:
The University has a wide range of information available to help you. You can
access most of this information from the Universitys website:
www.ulster.ac.uk or our staff will be happy to help you.
DOCUMENT
University Student Handbook
Research Studies Handbook
Handbook for International Students
Counselling and Guidance Booklets

About the Counselling Service

What you need to Know before your First Appointment
Protecting Yourself Against Sexual Harassment and Sexual Assault
Understanding Depression
Settling into University
Mature Students
Supporting dyslexia
The Counselling and Guidance Service Resource Guide for Academic Staff
Disability Matters A Guide for Students and Applicants
Letting us know about disabilities
Information on Financial Support for Students

Application Form Student Hardship Fund

Student Complaints Leaflet
Guide to Library Services
Guide to IT User Services
Careers Service: Gateway Series Guide to career planning and supporting
publications