Tenant Information
Mail Arrangements
All tenants should be reassured that we take all measures to ensure that mail is both delivered and safe. All couriers have been given access to the building so that out of hour parcels may be received. CCTV also covers these areas.
In the event you wish a signed parcel to be collected by ourselves (For reasons such as being a confidential document, Passport, valuable), please get in touch with Hector@duncan-smithgroup.com to arrange for storage and collection from yourself.
Support for Wellbeing and Mental Health
In the case your not feeling well mentally, please use the resources below or contact us directly so that we can assist you.
NHS Information – https://www.nhs.uk/nhs-services/mental-health-services/
University of Birmingham information – https://intranet.birmingham.ac.uk/student/your-wellbeing/mental-health/index2.aspx
Birmingham City University information – https://www.bcu.ac.uk/student-info/student-support/mental-health-and-wellbeing
Aston University information – https://www.aston.ac.uk/current-students/health-and-wellbeing/mental-health-wellbeing
Register for Local GP
Registering with a local GP (General Practitioner – doctor) practice will make sure you are able to access healthcare when you need to. A GP can provide support for your mental and physical health, and they are usually the first health service you should contact when you are experiencing a problem.
For further information, please use the link below:
https://intranet.birmingham.ac.uk/student/taking-care-of-yourself/registering-with-a-doctor.aspx
It is recommended that you sign up as soon as you move in.
Cleaning
Cleaning occurs weekly from Monday to Wednesday. We would also ask that you wipe down the hobs after cooking to avoid the cleaners having to spend excessive time cleaning the hobs. This can also result in the hobs tripping at inconvenient times, should lots of water and cleaning product be required.
If the kitchen are found to be unclean or found to be at of point of being unhygienic and a risk to tenants health, a two strike policy will be put in place. Thereafter a charge will be applied to all tenants in the flat should the issue arise on the third strike or subsequent strikes following the third.
Kitchen Rubbish
Tenants are also required to remove rubbish. This is not the responsibility of the cleaners. If you find that your flat is struggling to arrange this fairly, please conduct us directly so that we can assist in providing a bin rota for your flat. If issues persists with rubbish, the properties management team will deal with this on a case by case basis.
Heating and Hot Water
Heating in all flats is conducted through central heating. Each heater has been programmed so that a comfortable temperature is provided throughout the day. Government legislation dictates, that at least 18°C in bedrooms and 21°C living rooms is achieved.
If you feel that the temperature isn’t to a high enough level, please get in touch with us directly.
Hot water is heated through instantaneous heaters. If you find that the water isn’t to a high heat, please decrease the flow of water to allow time for the heater to heat the water.
Wifi
All Cadnam Hall & Riverside Wifi will have the following password: CadnamHa11
Maintenance
In the event you require maintenance required, please email Hector@duncan-smithgroup.com or maintenance@duncan-smithgroup.com. When emailing, please provide permission for access to your room. If you require us to provide you notice or would rather set a time, please provide us availability for the next 5 working days.
Common Maintenance Issues
- Fridge freezers icing over
- Broken bulbs
- Hobs Tripping
Routine Maintenance
Routine maintenance will occur at different points throughout the year. Should there be any permission/access required, we’ll be in touch at the very least, 24 hours prior to the work occurring. However, we’ll endeavour to provide as much notice as possible.
We’ll also provide notice of any outside work which may create disruption.
Tripping (Loss of electricity)
In the event that you lose electricity through the overloading of a plug socket (Via extension cables) or through a faulty device. Please check the trip switch cupboard which is either located at the end of your corridor, behind the double doors (B2/B4/B6) or the double doors outside your flat (all of flats including riverside).
If you find that your trip switches continue to trip or won’t trip back in, please disconnect any/all devices which apply to the label next to the switch. If you continue to have issues, please call 01926 511916 or email maintenance@duncan-smithgroup.com.
Laundry
Laundry is controlled by a third party company called Miele App Wash. Details to the app can be found on the link below:
Should you be an international student. You can change the language on the washing machine/dryer in order to make it easier to understand any technical information in regards to the washer/dyers operations.
Wash Price – £3.50
Dry Price – £2.50
In the event you have a fault with your washing or drying, please contact Appwash directly to resolve the issue directly. In the case there is a fault with the machine, appwash will arrange a repair once the fault is reported.
Emergencies
In the case of an emergency, please call 01926 511915. Emergencies would be classified as anything which is urgent and require immediate assistance. For example, loss of water or electricity, leaks, loss of keys, security issues etc.. If you’re unsure it’s an emergency or not, please call 01926 511915, as the out of hour team has a criteria of what is classed as an emergency.
Please avoid emailing as emails won’t be read out of hours or on weekends.
Gym Access
If you wish to use the gym, input the code 1589X. Please ensure that you read and understand the rules and the disclaimer before entering the gym. Access is provided 24/7.
Loss of Keys
If you lose your keys, please call 01926 511915 to arrange for replacements. Keys cost £50 to replace (Keys and fob). There may also may be a security charge (£45) applied for lost keys, should you lose your keys out of hours.
Out of Hour Details
Working hours:
Weekdays = 10am – 2:30pm (On site)
Weekdays = 9am – 5pm (Office)
Weekend = Closed
Bus Information
Bus information can be found through the link below (Simply enter your location/address and destination):
https://nxbus.co.uk/west-midlands/journey-planning
If you’re looking to use the bus regularly, it may be worth considering a bus pass. Bus passes are also discounted for students. More info can be found below:
https://nxbus.co.uk/west-midlands/tickets-prices/student-bus-pass
Limits on devices
Although we don’t have limits dictated in tenancy agreements. We would ask that all tenants use a maximum of 3 devices each on the Wi-fi. This won’t be an issue during off peak times. However, tenants may experience slower speed during peak times if more than 3 devices are used.
Waste Collection
Bins are located in front of the block A entrance. All bins are for general waste. However we do ask that you flatten any boxes before placing them in the bins. Bins are collected every Wednesday.
Please avoid placing any bin bags or rubbish outside the bins to avoid warnings and potential fines (In the event all bins are full. Please place the rubbish neatly outside the bins)
Inspections
Routine inspections happen quarterly to ensure that their are no maintenance issues or health and safety issues which we wouldn’t otherwise be aware of. All tenants will receive a 7 day and 24 hours notice prior to the inspection taking place.
Fire Measures
Fire alarms are located in the kitchen and rooms of your flats. The fire alarms in your room detect smoke and the kitchen alarms detect heat.
These fire alarms are there for your safety. They ensure no only that you will be alerted in the event of a fire but are there to make you and your flatmates aware in ample time to take necessary steps to evacuate the building.
What To Do In The Event of a Fire
In the event of a fire, please exit the building as quickly and calmly as possible. Use the stairwells available and avoid using the lift. Ensure that you don’t take any personal belongings with you to avoid wasting time.
Once you have exited the building, please make your way to the entrance of cadnam hall at the top of the ramp.
After which, please wait for a member of staff to provide the all clear before re-entering the building.
End of Tenancy Procedure – Early
In the case you seek to move out early, please leave your keys in the white box at the end of the laundry room. After which, please email us, to let us know you have moved out and to provide your bank details on where we should refund your deposit.
End of Tenancy Procedure – Final Day of Tenancy
If you choose to leave on the last day of your tenancy, please ensure you do so by 12pm latest (A member of staff will be on site). If wish to have an extension, please email Hector@duncan-smithgroup.com to see if this would be possible. Please avoid delays whenever possible to avoid possible charges. We would also ask that you speak to use in advance if you’re looking to extend your tenancy or have an extension on moving out.
Once you have moved out, please email us with your bank details so that we can arrange a refund.
Deposit Reduction
If your room is unclean, you could face a cleaning charge of £47.50 (£70 for studios) excluding any further damage which may have been caused during the tenancy. Wear and tear is accounted for when applying any damage charges.
Complaints & Feedback
We are committed to providing a high standard of accommodation and service to our tenants. However, we understand that issues may arise, and we want to ensure that any complaints are handled promptly and fairly. Because of this, please click here should you have any complaints or feedback.