Orchard Heights Guide
|Service or resource||Summary|
|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 hall please complete the absence form.|
|Room access||UNITE 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 UNITE 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 Undergraduate accommodation fees (PDF) or Postgraduate accommodation fees (PDF) 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.
|Arrivals and moving in||
Approximately two weeks before the start of your tenancy, if you have accepted 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.
Your bedroom will be supplied with a bed, mattress, desk, task lighting, chair, curtains/blind, drawers/shelving, wardrobe and waste receptacle. We do not supply bed linen, duvets or pillows. You can order these to be delivered to your residence before your arrival.
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 store location: Down the corridor to the left of reception. You are required to register your bike at the UNITE Reception before being granted access to the bike stores. Bicycles are left in the bike store at the owner's risk and UNITE 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 secure areas. Bikes found in student rooms, communal areas, corridors or stairwells will be removed.
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 flats will take place every two weeks providing residents:
Very occasionally students are unhappy with their accommodation or the services they are receiving. UNITE has a complaints procedure which details how you can submit a complaint to them. 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.
You will be charged for any cleaning, repairs or replacements needed to UNITE 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.
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:
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 reserves 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.
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:
Students must familiarise themselves with the fire and safety regulations and procedures.
Fire alarm testing and drill: Fire alarms will be tested every Tuesday at 3pm. 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.
Fire Evacuation procedure:
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 Boxes are located at reception.
|Gardens and grounds||
The gardens and grounds are maintained by UNITE.
We regret that we cannot have visitors aged under 16 staying in any of our residences. All overnight guests over the age of 16 must be registered by completing the guest form at least 48 hours in advance of their stay.
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 Centre.
The University and UNITE 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 a minimum requirement of a microwave, kettle and toaster and refrigerator for food storage, plus a freezer in self-catered residences, depending on the number of users for each area. All equipment supplied by the University of Bristol 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.
The laundry facilities are located off the Unite Common Room (above reception).
A payment card can be purchased from UNITE 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.
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 do lock yourself out a member of the UNITE reception team will be able to let you back in. If you lose your keys and your on-site team are unavailable, call the 24 hour Emergency Contact Centre through the call point (located by the main reception) or by phone on 0300 303 1611.
If you lose your key the Unite team will be able to arrange a replacement for you, there will be a charge for each key, unless your keys were stolen and you have a crime reference number from the police. UNITE charge £8 for a lost key card and £14 for a lost post box key.
Any lost property is handed in to the UNITE reception and will be held until the end of the tenancy. Thereafter and unclaimed lost property will be given to charity.
The postal address for all students is: Orchard Heights, 31 Frogmore Street, Bristol, BS1 5NA.
All mail will be distributed to your flat postbox in reception. Larger, signed for, parcels will be held by reception and they will contact you to let you know it is awaiting collection. ID will be needed. Mail cannot be forward to students please ensure, on departure, that you have updated all your address details.
Whilst students are welcome to arrange delivery of groceries to hall, it is the responsibility of the student to be available to receive them, the hall is not able to do this on a student's behalf. The hall takes no responsibility for the spoilage of any perishable items such as birthday cakes delivered to hall without prior arrangement.
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.
All UNITE residences are managed in compliance with the National Code for Assured Accommodation.
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 you make your Student Support Centre aware so that suitable measures can be put in place to enable you to live comfortably and safely 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 UNITE and the individual and be signed-off by the Fire Safety Adviser.
You should report all repairs and maintenance issues directly to UNITE using their Maintenance Request Form (MRF) which you can access from the My Account section of the UNITE student website. You can also download the MyUnite App for apple and android to report repairs.
Once logged, the MRF goes directly to their maintenance team so it helps ensure that they get to your problem as quickly as possible and we will not give you further notice that we are coming to do the repair. Issues are rated on severity, so at busy times, if your problem is more minor then it may take a bit longer.
|Rubbish and recycling||
Recycling facilities are located just off the courtyard. We provide recycling and composting facilities for all students at their halls of residence and also at every University building. You can recycle the following items:
For more information, see our green university pages.
Unite Students Security (24 hour): 0300 303 1611
The Space - a large communal area off reception, open 7am-11pm (open later during revision/exam periods, Unite-Students reserve the right to remove this facility if the longer hours policy is abused). Has a music room containing piano (bookable via room schedule on door). Students studying Music are expected to use their departmental resources should they need specifically scheduled practice times, meeting/group study rooms (bookable via room schedules on doors), group study tables in main area (no booking required), a communal kitchen, pool table & table tennis, TV and projector. The large space can be booked by contacting the Student Support Centre.
Common Room - smaller area at the top of stairs/lift (above reception), open 24/7, with sofas, study desks, TV, table tennis, pool table, vending machines.
Courtyard - To avoid causing disruption to other residents, please observe the signposted quiet times in this area.
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.
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 Adviser 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.
Keys cannot be collected before 1:00pm on Friday (Week 1) and you cannot move into your room until you have accepted your online offer. To collect your keys for your new room you must arrive 1 hour before the reception closes. Reception opening times: Mon-Fri 8am-8pm, Sat 1pm-5pm
|Cars, parking, travel and transport||
There is no parking available at Orchard Heights.
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 travelwebpages.
All undergraduate students in this residence receive a bus pass for the U1 Bristol UniBus service.
|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.
B:Active residences is a programme of free healthy physical activity opportunities for all students living in University-allocated accommodation, with hubs in the North Village, East Village and West Village. Visit the Active residences pages for full details and timetables.
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.
In case of emergency
Call UNITE Security on 0300 303 1611
Notify a member of UNITE staff and your Student Support Centre.