Coronavirus (COVID-19) information

In line with government advice, we are currently not allowing guests to check-in to university accommodation.  Please take a look at our FAQs for the latest information relating to coronavirus and university accommodation.

If you are planning to be away from your residence it is important that you let us know by emailing accom-office@bristol.ac.uk.  Please include your student number, residence name and the dates of your absence in your email.

Dean Street Works 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 hall please complete the absence form.
Room access

Maintenance 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 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) 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

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.

Bedrooms

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 storage

 Free bike storage is available on site

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.

Subject to the above and to staff availability, the cleaning provided in your residence as a minimum is shown below:

  • Halls and stairways – weekly
  • Communal Areas - weekly
  • Bathrooms/showers/toilets - not serviced, student responsibility 
  • Bedrooms and en suite shower rooms - not serviced, student responsibility 

Please note that cleaning of kitchens will not include disposal of rubbish or doing students’ washing up. 

Complaints

Very occasionally students are unhappy with their accommodation or the services they are receiving. For any concerns that you wish to escalate, please initially visit our reporting problems page and follow the guidance to make us aware of your concerns. The Accommodation Office will then try and resolve the issue via this first stage informal process. 

If 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.

Complaints specifically about the property should be brought to the attention of the property owner Prestige Student Living using the following procedure:

  • Stage 1 - Where possible please make your complaint in person at reception or by telephone. Our staff on-site will attempt to investigate and deal with the matter immediately. If you are unhappy with the solutions or explanations given you can escalate your complaint to Stage 2 by letter or email to site within 10 working days.
  • Stage 2 - Your complaint must be in writing. Our staff will pass your communication to a senior member of staff within Homes for Students, who will investigate further and provide a written response within 10 working days where possible. You must state why you think your complaint has not been treated fairly or correctly.
  • Stage 3 - Your complaint must be in writing. In the event that you still feel your complaint has not been treated fairly or correctly, you can write to the Complaints Panel within Homes for Students at: Head of Operations, Homes for Students, Building 3, Clock Tower Park, Longmoor Lane, Fazakerley, Liverpool, L10 1LD. The Panel will normally notify you of their decision within 10 working days. You must state why you think your complaint has not been treated fairly or correctly to this point.
  • Stage 4 - Prestige Student Living is a member of the Accreditation Network UK (ANUK).
  • Stage 5 - STUDENTS WITHIN SCOTLAND can apply to the First-tier Tribunal for Scotland (Housing & Property Chamber) if we have breached the Scottish Letting Agent Code of Practice and you remain dissatisfied once the above stages have been exhausted, or if we do not process your complaint within a reasonable timescale.

You can contact the Housing & Property Chamber at: -
Glasgow Tribunals Centre
20 York Street
Glasgow
G2 8GT
0141 3025900
website

For our full complaints process, please refer to the Prestige Student Living website

Damage

You will be charged for any cleaning, repairs or replacements needed to Prestige Student Living 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 PAT tested when it is new and all University-owned equipment is subject to regular testing. The University will not test any personal electrical equipment you may bring and we do not accept any liability for its safety. 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 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 safekeeping 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

When you check into the building, you will be issued with specific detail relating to fire safety for your accommodation. You must read this and speak to the accommodation team if you require further guidance. 

First aid

First Aid Boxes are located at Reception. The details of all trained first aiders are displayed on the poster in your residence

Gardens and grounds

The grounds are maintained by Prestige Student Living. 

Guests

We regret that due to coronavirus, for the 2020/21 academic year we cannot have any visitors staying in any of our residences.

Insurance

The University and Prestige Student Living do not accept responsibility for residents’ personal possessions. Your room fee includes basic 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.

Laundry

The launderette can be found in the Basement. On arrival you will be given a card to operate the machines. You will need this card to create an online account to add credit. Comprehensive instructions are above the machines.

If you experience any problems with the washing machines then please contact the suppliers, Circuit, direct on their helpline: 01422 820 040. 

Lost cards can be replaced at a replacement card cost. Please visit your Accommodation Team at the building Reception if you need a new card.

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

If you are locked out, please call out of hours security, the number is displayed on notice boards and given to you at check-in who will be able to let you back into your room. You will need to provide identification.

If you have lost your key you will be charged a replacement fee of up to £35 per key.

If you lose your keys on three occasions, your lock will be considered insecure and will need to be replaced completely. You will be charged up to £200 to cover the cost of replacing the lock.  

Lost property

Lost Property will be kept at Reception, and disposed of within 2 months if not claimed.

Mail

For all incoming mail you should use your residence address: 

Dean Street Works
13-19 Dean Street
Bristol
BS2 8SF

Collecting post and parcels

When mail that is too large for your mailbox is received our team will send an email notification to you. On collection you will need to present identification and sign for your item.

Please note we will only hold parcels for 14 days If you do not collect you items in this time they will be returned to the sender. 

Management

Please note that this property is managed by Prestige Student Living.  The Reception desk will be open between Monday – Friday, 8AM – 7PM and Saturday and Sunday, 10AM – 2PM for general enquiries and parcel collection. This residence is managed in compliance with ANUK, a copy of this guidance is available in Reception. 

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 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 the Prestige Student Living accommodation team 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

Repairs

Many room maintenance issues can be prevented with good housekeeping or resolved by you. Never attempt to fix or repair anything in your room or tamper with any electric switches, please leave it to us to deal with these professionally.

How to Report a Maintenance Issue

You can report maintenance either by coming direct to reception or through our smartphone App.

How to download the smartphone app-:

Go to your app store and search “main manager”

Download the app.

The Dean Street Works site code will be issued on check-in.

Register your room details and then you will be able to report any issues.

Maintenance Access

In order to resolve a maintenance issue you have reported, our team may access your room without arranging further notification. We may also enter your accommodation without notice if we feel it is an emergency situation, there has been any breach of your agreement or general concerns we may have for you or your fellow resident’s welfare.

If we need to enter your room for routine maintenance then you will be emailed at least 24hours prior (unless it is an emergency) and/or a poster will be displayed on the block notice board.                                                                                         

Rubbish and recycling

In each room communal kitchen you have a general waste and recycling bin which it is your responsibility to empty regularly, separating out the contents.  We provide recycling facilities for all students and also at every University building. You can recycle the following items:

  • Papers
  • Cardboard
  • Glass
  • Tins and cans
  • Plastics
  • Food waste
  • Clothes, shoes, bric-a-brac etc
Security

We have extensive CCTV coverage of the site and have invested in ensuring you are secure and safe on-site. Your assistance in keeping you and your fellow residents secure is appreciated.

  • Never label your key with your room number.
  • If you lose your key, report this immediately.
  • Always close security doors behind you.

Get to know your neighbours and the people you live with; this will help you identify any strangers and create a community atmosphere. Exchange numbers with a fellow resident, this way if either of you needs anything you can always help each other out.

Report any security issues you may see. Contact details can be found on the Emergency contact pages. 

Social spaces

Due to coronavirus the below times and access may change.  Please check in your residence for the most up-to-date information.

Dean Street Works is packed full of features including a cinema room, a common room with a designated study area and a landscaped courtyard.  Please be respectful to your fellow students while using these spaces.

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

Due to coronavirus, transfers between living circles will only be considered if there is an extremely serious welfare need.

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.

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: Monday to Friday  8am - 6pm.

Cars, parking, travel and transport

There is no parking available at Dean Street Works. 

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.

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

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.

Find us on Facebook

Meet your fellow residents over on our official Dean Street Works Facebook Page.

In case of emergency

Call 999
Notify a member of Prestige Student Living staff and your SSA (during the day) or the Senior Resident on Duty (after office hours).

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