Marlborough House Accommodation Guide

Service or resourceSummary
Reporting absence It is very important that we know when you are away in case there is a fire or other emergency. To report your absence from the residence please complete the absence form.
Room access Study Inn staff and contractors will normally try to give 24 hours notice that access is required to a flat or bedroom, however in the case of an emergency immediate access may be necessary. Where a repair has been requested notice that access is required will be deemed to have been given. All Study Inn staff and contractors will carry identification and residents should always ask to see it.
Rent and tenancy dates

You can see the accommodation fees, or rent, for your residence by downloading the postgraduate accommodation fees (PDF, 129KB) which also has details of your tenancy dates. Full information on how to pay your accommodation fees can be found on the Accommodation Office website.

If you are having any concerns about managing your finances, there is help available. You can contact the fees and funding team who will be able to offer advice. 

Should you fall behind with your accommodation fees, the University will follow the rent arrears procedure (PDF), which is designed to work with you in conjunction with your Residential Life team to create a payment plan and enable you to pay any rent owed.

If you are having any concerns about managing your finances, there is help available. You can contact the fees and funding team who will be able to offer advice. 

Should you fall behind with your accommodation fees, the University will follow the rent arrears procedure (PDF), which is designed to work with you in conjunction with your Residential Life team to create a payment plan and enable you to pay any rent owed.   

Bedrooms

Your bedroom will be supplied with a bed, mattress, desk, task lighting, chair, curtains/blind, drawers/shelving, wardrobe, wire waste bin, laundry bag, pens and wipes and internet cables. Your en suite is provided with a toilet brush and sanitary bin. 

Bedding and towels are also provided at Marlbroough Street and is changed weekly. 

For reasons of safety residents are not permitted to have their own heaters or cooking equipment such as toasters or kettles in their bedrooms. Any such items may be taken into storage by residence staff.

Bike storage

Bike storage is located in the basement, access from rear of building down slope into car parking under building. You will need to register at reception to gain access. Bicycles are left in the bike store at the owner's risk and Study Inn do not accept liability for any accidents, damage or loss incurred. 

All bikes require a good security lock and remain entirely at the owner’s risk. Bikes are not covered by your contents insurance; this requires an additional premium to be paid. Please check your policy and be sure to take out additional coverage should you need it.

Bikes may not be stored or secured anywhere other than the open racks or secure areas. Bikes found in student rooms, communal areas, corridors or stairwells will be removed.

Cleaning

Residents are expected to maintain their accommodation including communal areas in a clean and habitable condition. In particular they must wash up after themselves and participate in the recycling scheme that will be explained on arrival. Failure to observe adequate standards of cleanliness and hygiene may lead to the suspension of normal cleaning services, removal of goods or material and/or the imposition of charges for additional cleaning in addition to action under the Disciplinary Procedures.

Cleaning of kitchens will be wiped down every day, with a full clean either once a week or twice  week depending on flat size. Bedroom and en suite cleaning will on a weekly rota, where week one will consist of a full room clean with fresh towels and linen change, and week two will involve a towel change.  

Communication

The University will usually communicate with you by email so please make sure you check your University email account regularly. 

Study Inn staff will contact you by email with regards to any building or maintenance issues. 

Complaints

Very occasionally students are unhappy with their accommodation or the services they are receiving. Study Inn has a Complaints policy - Study Inn (PDF, 98kB) They will do all they can to resolve your complaint.

If you have followed the partnership complaints policy and are not satisfied with the outcome, please visit our reporting problems page and fill out the relevant form to make us aware of your concerns. If appropriate we will offer a goodwill payment. We have agreed a goodwill matrix with the Students’ Union.

If you have taken your complaint through the agreed procedures and you are not satisfied with the response you have a number of options:

If all these avenues have been exhausted you may be able to complain to the Office of the Independent Adjudicator for Higher Education, which provides an independent scheme for the review of student complaints. The OIA will consider cases only when the University’s own internal complaints and appeal procedures have been exhausted.

Unresolved complaints may be directed to the National Code for Assured Accommodation

Damage

You will be charged for any cleaning, repairs or replacements needed to Study Inn property that go beyond normal wear and tear and which arise out of damage or negligence by yourself or your guests. This includes damage caused by affixing anything to the walls. Where damage occurs in a communal area such as a kitchen it may be charged to all the occupants of a flat, corridor or block. You have the right to appeal against any charge to the Partnerships Manager.

An example of charges is given below, please note that these may vary according to labour or costs involved (all charges are subject to depreciation). Charges are subject to an administrative fee of 15% up to a maximum of £50.

  • Clean one wall - £25
  • Repaint one wall - £100
  • Replace one mattress - £100
  • Clean one carpet - £50
  • Replace one carpet - £200
  • Clean one fridge, freezer, oven or hob - £30
  • Clean one kitchen, bedroom or bathroom - £55

Such charges may be applied during your tenancy or after you have moved out as an end of tenancy change. Find out more about these charges by visiting our moving out pages and by downloading our end of tenancy charges factsheet (PDF)

Electrical equipment and portable appliance testing

All electrical equipment is subject to regular testing. It is not policy to accept liability for or to test any electrical equipment you may bring. We do ask that you adhere to the following:

  • Any electrical appliances you bring must be British Standard approved and correctly wired
  • Electrical appliances must not be used in bathrooms and showers unless designed for that purpose
  • Mains extension leads can be used provided that the load on the extension is no more than 13 amps and use is limited to one lead per socket. Cables should be positioned carefully and not present a trip hazard or other risk
  • All equipment must be suitable for use in the UK. The electricity supply in the UK is 220 – 240v
  • You must not modify or interfere with the University’s electrical equipment. Any faults, possible hazards or safety concerns should be notified to a member of staff as soon as possible
  • Heaters and cooking equipment are not permitted in bedrooms and may be removed into storage.

The risk assessments for residential accommodation, in particular those which relate to fire, cover all electrical equipment which we anticipate a residential student will use. The University and Study Innreserves the right to inspect residents’ electrical equipment and if in their view such equipment poses a risk then staff reserve the right to have the equipment PAT tested, take the equipment into safe keeping or request that you remove the equipment from the premises.

Energy

The University is committed to reducing our carbon impact and encourages residents to reduce energy and water use and participate in the various carbon reduction initiatives. All residents are asked to use energy responsibly. In particular to ensure that:

  • All gas or electrical items are turned off when rooms are empty unless required for security
  • All laptops or PCs are set to hibernate or standby. To set your computer go to the start menu, select control panel, select power options (often found in Performance and Maintenance) then select standby or hibernate.
Fire

Students must familiarise themselves with the fire and safety regulations and procedures.

Fire alarm testing and drill: Fire alarms will be tested weekly at 10:30am on Tuesdays. Full details will be available in posters in your residence. You do not need to evacuate during a fire alarm test. If you hear a fire alarm at any other time or if the fire alarm sounds continuously for more than 10 seconds you must evacuate the building immediately.

Emergency Assembly Point: The assembly point is Marlborough Street. Full details are in the fire safety posters in your residence. No one should leave the assembly area until a roll call has been made and the building checked for safety. You must not return to evacuated buildings until told to do so by a member of staff. 

Fire Evacuation procedure:

  1. Residents must evacuate promptly if the alarm activates by the nearest fire exit, leave all belongings behind.
  2. Shut doors behind you as you leave.
  3. Shout 'FIRE and knock on any bedroom doors in your flat on your escape route out of the building.
  4. Go to the Assembly point and wait for Unite Students staff / Fire Brigade.
  5. Advise Unite Students staff / Fire Brigade what you know, for example, if it's a real fire/where/what, is anyone still in building?
  6. Do not re-enter the building until told to do so by an official Unite Students staff  member / Fire Brigade.

Please read the Action in Case of Fire notice in your flat or on your corridor and make sure you have familiarised yourself with fire exit routes from your room and from communal parts of the residence.

In the event of the fire alarm sounding you must evacuate the building immediately and assemble at the assembly point shown above. Do not wait to pick up personal belongings. You are not expected to fight fires, only use extinguishers to aid your escape in an emergency.

The Residence is equipped with fire and smoke alarms, and with fire fighting equipment. This equipment must not be tampered with. All study bedrooms are equipped with smoke detectors and some are linked to the automatic fire alarm. These are very sensitive and are easily set off. False alarms cause disruption and annoyance to all other residents. False alarms also put lives at risk. If the fire and rescue service is dealing with a false alarm, they can’t go to help those in need at a real emergency, such as a fire or road traffic collision. Please do all you can to limit false alarms. The most common cause of false fire alarms is cooking setting off corridor alarms because the kitchen door has been propped open. The highest fire risks arise from cooking being left unattended or students using dirty pans especially grill pans.

Fire exit doors/routes must be kept free from obstruction at all times. Do not obstruct corridors and stairs. These must be clear so that in the event of a fire rapid exit from buildings is possible. This is one reason why bikes are not to be brought into buildings. Anything found to be obstructing a fire exit may be removed into storage without notice. The covering of fire safety signs is also prohibited.

First aid

First Aid Boxes are located at reception. 

Gardens and grounds

The grounds are maintained by Study Inn. 

Guests

Please make sure the people sharing your accommodation are happy for you to have a guest staying. Guests should generally stay no more than 3 nights except in exceptional circumstances which you should discuss with your Student Support Adviser.

Insurance

The University and Study Inn do not accept responsibility for residents’ personal possessions. Your first payment includes a fee for block contents insurance, it is essential that you check the cover provided is adequate to your needs.

Kitchens and pantries

Each kitchen /pantry is supplied with; pots and pans, glass bowls, dish brushes, tea towels, scissors, kitchen knives, corkscrew, oven gloves, tea, coffe and sugar cannisters, chopping board, tongs, grater, peels, spoon, measuring jug, can opener, mugs, bowls, plates, glasses, cutlery, baking trays, broom, mop, kitchen bin, oven, hob, microwave, kettle, toaster, refrigerator, freezer rice cooker, coffee machine.

All equipment supplied by Study Inn will be maintained in good order and repair.

Remember that any electrical equipment you bring into your kitchen must be safe. Electrical appliances may be inspected by staff and removed to storage at their absolute discretion if in their view they may present a risk.

Laundry

The laundry facilities are located on the ground floor. 

A payment card can be purchased from Study Inn reception. The machines can also be operated by an app that you can download when you arrive and you will then be able to top up and do your washing from the app. 

Students should not dry wet clothes in their rooms as this causes condensation and mould. Experts have found that clothes put on drying frames or draped over warm radiators raise moisture levels in our homes by up to 30 per cent, creating ideal breeding conditions for mould spores – and one in particular called aspergillus fumigatus, which can cause potentially fatal lung infections. 

Litter

Residents are responsible for ensuring that the grounds are kept free of litter.

Lost keys and lock outs

When you check-in you will be provided with a key card for your room. Most bedroom doors lock automatically when they close (to provide extra security for your belongings), so it is important to keep your key on you at all times. Students are expected to look after their keys, attending lockouts is a waste of time and resources.

If you are locked out, staff will be able to give you access. You will need to provide identification.  

If you have lost your key you will be charged a £25 replacement fee. 

Lost property

Any lost property is handed in to the Study Inn reception and will be held until the end of the tenancy. Thereafter and unclaimed lost property will be given to charity.

Mail

The postal address for all students is: Marlborough House, Marlborough Street, Bristol, BS1 3NX.

Process for distribution of mail and parcel collection:

  1. Your postal letters will be delivered straight to your door within 48 hours of receipt.
  2. Your parcels will be stored in reception and you will receive a parcel notification slip to your door informing you that you parcel is ready for collection between 8am and 9pm. All parcel slips are dispatched by security in the evenings.
  3. Please present your parcel slip and I.D to a member of staff in order to retrieve your parcel(s).
  4. If you are arranging for any post or parcels to be delivered which require a signature, please ensure that any delivery instructions state that Study Inn staff can sign for the delivery on your behalf.
  5. Study Inn reserve the right to refuse delivery if the parcel is too large or heavy, damaged, appears to have been opened or if the item is prohibited under the local rules.
  6. Please also note that Study Inn is only able to accept deliveries for students living at Study Inn and that we cannot accept any deliveries on your behalf until tenancy agreement starts or after it ends.

We cannot forward mail to students, it is your responsibility to ensure that your address is updated with e.g. your bank. All mail received for students who are no longer resident will be shredded.

Management

All Study Inn residences are managed in compliance with the National Code for Assured Accommodation

Medical care

You are advised to register with the University Students’ Health Service, registration events will take place throughout Arrivals’ Week.

Students with disabilities or special needs

If you have a disability or if you are ill or sustain an injury that could prevent you from leaving your accommodation in an emergency please ensure that ou make both Study Inn and your Student Support Centre aware so that suitable measures can be put in place to enable you to live comfortably and afely in your residence.

PEEPs (Personal Emergency Evacuation Plan) are intended to be used to plan in advance for those who may need assistance or special arrangements during an emergency evacuation of the building.  The PEEP will be completed by Study Inn and the individual and be signed-off by the Fire Safety Adviser.

Moving out

We recommend that you use our handy moving out checklist (PDF) for a list of things you will need to do on moving out of your accommodation. Get your flatmates together and work together to make all communal areas clean and tidy.   

One of the most common charges student incur when they move out is for the removal of items that have left behind, both rubbish and unwanted items. Try and reduce your waste by taking things with you to your new accommodation. If you want to get rid of things that are reusable then please donate them, don't put them out with the rubbish. Find out more from our moving out pages

Parking

There is no parking available at Marlborough House. 

Students should not bring a car to Bristol unless it is essential, for example because of a disability. Bristol is a highly congested city and there are many restrictions on parking in place. The main University campus is contained within the Kingsdown Residents’ Parking Scheme area (KRPS) and the majority of on-street parking in and around the campus is subject to residential permits, meters and time limits. Sustainable travel is embedded within University culture and the University actively encourages the use of alternative methods of travel. Sustainable travel benefits your environment, your health and well-being as well as your finances. Information about your transport options can be found on our student travel webpages.

Repairs

You should report all repairs and maintenance issues directly to Study Inn either through their student portal, or by email to admin@studyinn.com.

If you have reported an issue and feel a repair is taking too long or has not been completed satisfactorily you can contact the University to ask us to follow it up.

Rubbish and recycling

Recycling facilities in each flat. Waste will be collected from kitchens twice weekly. Waste will be collected from bedrooms weekly. Please visit reception to enquire about disposing of any extra waste. 

Security

Study Inn Security (24 hour): 07951 246 155

Social spaces

The common room is located on the ground floor of the building. It has seating, table tennis and a television. 

Television licenses

If you watch or record programmes as they’re being shown on TV – on any device – you need to be covered by a TV Licence. That includes a TV, laptop, tablet, mobile phone, games console, digital box, DVD/VHS recorder or anything else. Our residence licence doesn’t cover a student in their room, and your parents’ licence also won’t cover you.

You also need to be covered by a TV Licence to download or watch BBC programmes on demand, including catch up TV, on BBC iPlayer. This applies to any device and provider you use. For more information and to buy a license, visit the TV Licensing website.

Transfers

Students wishing to transfer between residences should complete and return the transfer form which they will find on the accommodation office transfers page. No transfers will take place during the first two weeks of term. The accommodation office will contact students if a suitable room becomes available, priority for transfers will be given to anyone who needs to transfer because of a health problem or a disability. Students are expected to leave their rooms clean and ready for the new tenant.  A re-letting fee of up to £100 may be charged.

Students wishing to transfer rooms within their own residence should contact their Student Support Centre. No transfers will take place during the first two weeks of term. The Student Support Centre will contact the student if a suitable room becomes available. Priority for transfers will be given to anyone who needs to move because of a health problem or a disability. A re-letting fee of up to £20 may be charged to cover the costs of administration, room cleaning etc.

Advice and support

If you are experiencing any difficulties with any aspect of your living situation or life at University, contact your Student Support Centre within the East Village, which is based at The Hawthorns. You can phone them on 0117 42 83302 or call in at any time - 24 hours a day, 7 days a week. 

Other support is available from the Accommodation Office for help with all housing related problems, the Student Fees and Funding Office for help with all money problems, and Student Services, which provides access to a wide range of help and support. The Bristol Students’ Union also provides support and advice to all students on a range of issues.

 Arrivals

Within a few days of accepting your accommodation offer you will receive an email inviting you to complete our online induction to life in our residences. 

On the final page of the induction you will be able to book an arrival slot and download your check-in QR code. We recommend that you print this page which will have useful information on where to go on the day, telephone numbers you might need, and the QR code, which you will need to present on arrival. 

A friendly team will meet you, scan your QR code to check you in, and then give you your keys and show you how to get to your room.

Please note that you will be told your room number on arrival at your accommodation only; we're unable to give you this information any earlier.

Welcome week activities will be taking place across your residence and the University to welcome you and give you the best introduction to University life. You'll find out more about the events at your residence on arrival and through our Facebook Page.

Find us on Facebook

Meet your fellow residents over on our official Marlborough House Facebook Page.

In case of emergency

Call 999
Call Study Inn Security on 07951 246 155
Notify a member of Study Inn staff and your Student Support Centre.

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