Security and Maintenance

Security

Security is provided through mobile and foot patrols by University security staff, a 24-hour control room monitoring CCTV cameras and management of electronic access control and alarm systems. 

If you need assistance from Security, your first point of contact should be the Halls Hotline on 0800 029 1984. 

In an emergency situation, Security can be contacted from any of the emergency help points placed around the hall or you can call 0118 378 6300 directly. 

If a member of the Security Team attend an incident or job, you may be asked to show your Campus Card. There are also internal phone telephone extensions throughout the halls in key locations to allow residents to contact the Halls Hotline and other University departments and services.

Maintenance

If something in your room isn’t working the way it should, or isn’t clean, please let us know as soon as possible by calling the Halls Hotline on 0800 029 1984. The Halls Hotline is available 24/7, 365 days a year for any issue in hall.

What do I do if I find something wrong in my room? 
Make sure you report any damage to your room or common areas as soon as possible to the Halls Hotline on 0800 029 1984. Please do not attempt to rectify any faults yourself. 

Do I have to call to report an issue?
No, you can report less-urgent issues via email from your personal applicant portal. Go to your Dashboard, click ‘Actions’ and then fill in the form for the Halls Hotline, you can expect a member of the team to get in touch with a reference number. 

You can also report a fault through the ‘Home at Halls’ app! Available on both iOS and Android platforms, our app is dedicated to improving your student experience and time in halls. Search for ‘Home at Halls’ in your app store, once downloaded, you’ll be asked to register with your first name, last name, student ID and email address. 

Please report all issues as soon as they occur so they do not become worse or cause further damage. We want to put things right as soon as possible.

How long will it take to fix my issue? 

For all issues reported to the Halls Hotline, we have set response times. The response time will be advised to you when you report the fault. The response will fall into one of three categories:

If we need a specialist or contractor to fix the issue, we may have to extend the above rectification times. If this is the case, you will be notified and where possible, we will provide you with a temporary solution in the interim. 

If you provide your email details when reporting an issue over the phone, you will receive an automated email when the issue has been fixed. If you think the issue has not been fixed, then please contact the Halls Hotline and tell us what is outstanding. 

We encourage you to tell us if you are unhappy about any aspect of our service as soon as possible so we can resolve any problems. 

Will I be charged?

If your issue is due to damage, then you will be charged. Damage is considered to be any deterioration to the property over and above that which is accepted as ‘fair wear and tear’. Some damages are easy to identify, for example where items have been broken. Others can be less obvious, such as marks left on the wall from blu-tack or mattress stains but could still be deducted from your deposit. For more details visit the damage charges pages in the Money Matters section.

Access and ID

Please remember that access by staff or contractors will be required in order to complete any repairs. If you have reported an issue, you should expect a visit during the timescales mentioned above. A calling card will be left when a member of staff has entered your room and the card will provide and update on your repair. 

All staff and contractors carry their ID badges. If you are in doubt, ask to see their ID badge. If you still have doubts or concerns, please call the Halls Hotline on 0800 029 1984 for verification. If they cannot show identification, you should refuse them access and report this to the Halls Hotline. 

Room checks will be carried out at least once a term. Staff will check for health and safety issues, maintenance, damages and cleanliness. We aim to give at least seven days’ notice for planned maintenance and 24 hours’ notice for other purposes prior to entering your accommodation. 

When wouldn’t I be given notice?

• Where another resident has reported a problem requiring work
• Where we have significant health and safety concerns
• In an emergency, such as flood, fire or suspected fire
• Fire drills (twice annually)
• Where a complaint has been received i.e. about noise, behaviour or issues with visitors
• Where a resident has been reported for smoking in the building or possessing illegal drugs