Here you will find answers to questions you might have about life at Raleigh Park . If you can’t find the answer to your questions then please contact us and we will be happy to help.
Q- What happens if I loose my keys?
A – Any lost keys must be reported to Madison Court Reception immediately. A replacement key will then be given on proof of your identity. The cost for a replacement key starts at £20.00. If a key is lost outside office hours then call the out of hours number which is 0116 2550711.
Q- When or where do I pay my second and third instalment of rent?
A -The date each instalment of your residence fees is due is included in your offer of accommodation. The easiest way to pay your fees is to set up a Direct Debit or Recurring Card Payment when accepting your offer of accommodation. If you are unable to do this then you can pay either on-line at www.derwentstudents.com , by debit/credit card. Madison Court Reception.
Q- What happens if I don’t pay?
A- Non payment of rent will lead to court proceedings. if you feel that you are unable to pay your rent then you need to come to the Madison Court Reception to let us know. For advice about funding you can contact Financial Support Student Services Centre situated in the Portland Building on call 0115 823 2071 or via e-mail: financialsupport@nottingham.ac.uk. You can also contact the Students Union Advice on 0115 951 3710 or via e-mail : email: ssc@nottingham.ac.uk
Q- Am I allowed visitors?
A- Visitors are permitted for no more than 3 consecutive days. Please remember that you are responsible for them whilst they are staying with you.
Q- I am going away for a few days; do I need to tell anyone?
A- Although there is no obligation, it is very helpful to Site Staff in case a fire alarm sounds in Block / property - we need to be sure all residents are safe and accounted for at all times. If however you intend to be away from more than 4 weeks you should notify Site Staff for heath & safety reasons.
You should also tell your flatmates / your housemates where you are as they may become worried if you seem to have disappeared!!
Q- If I need to report a repair who do I need to contact?
A- Ring Madison Court Reception on 01158 516600 or pop along to the office. The on site staff will ask you to complete a repair report form. They will arrange for either a Site Rep or contractor to attend.
Q- How long will it take?
A- It depends on the type of repair and how urgent it is considered. You should be told when you are reporting the repair whether it is a 24hr (Emergency) Repair, 7 days (Urgent) or 28 days (Normal) repair.
Q- What do I do if I have a repair out of office hours?
A- Please ring 0116 2550711 and speak to the operator calmly and clearly. They will organise for a contractor to come out to you.
Q- Who provides Bulbs/Hoover Bags/Irons/Bedding Packs?
A- You need to bring your own bedding and iron. You will also need to purchase your own Hoover bags and bulbs for your bedroom. We will provide bulbs that are in the communal areas only.
Q- Whom do I contact if items are stolen?
A- If items are stolen from your room you need to let us know. In all cases, you also need to make a report to the Police, whose central switchboard number is 0115 948 2999
Q- My flatmate isn’t helping to keep our kitchen clean, what can I do?
A- You should first discuss this with your flat mate. If the problem persists then inform staff on site. We will endeavour to help you and your flatmate to resolve the issue.
Q- My flat mate keeps having lots of people around making it difficult for me to use the kitchen. What can I do?
A- The best option would be simply to talk to your neighbour about the problem. Often with situations like this people can be unaware of how much they are affecting their neighbours and they are happy to change their behaviour. However, if this does not work then you should contact the Raleigh Park office. We can speak to the neighbour on your behalf or act as a go-between in any discussions.
Q- What can I do about students being noisy at night?
A- You can call Service 24 on 0116 2550711 and inform the operator that the noise is disturbing you and let them know where the noise is coming from. The operator will arrange for our on site security staff to go to that particular flat/house and ask the resident to lower or switch the music off.
Q- What happens if the noise continues?
A - If any student is considered to be continuously in breach of their Tenancy agreement regarding noise or any other Anti-Social Behaviour and the actions outlined above have been unsuccessful, Derwent Living will proceed with further action against that student.
Q- How do I make a complaint?
A- A complaint can be made to any member of staff and can be either verbal or in writing. It will be passed onto the relevant member of staff/department. Our complaints policy is available from Madison Court Reception.
Q- Who will deal with my complaint?
A- Once your complaint has been made it will be logged onto our complaints system and the dealing officer will be in touch within 5 days.
Q- Can I move rooms?
A- In certain circumstances it maybe possible to move rooms however this is at the discretion of the Scheme/Assistant Manager and is subject to a transfer fee of £50.
Q- I have accepted an agreement but I want to move to a house in the private rented sector before the end of the year. What can I do?
As you have accepted an agreement you are liable for the rental fees until the end of your contract period. You may only be released from this liability if a suitable replacement student is found to take over your contract. There is no guarantee that this will be possible. If you move out, you may find yourself paying rent for two rooms. Given that you have a contract with Derwent Living, please don’t take any action in regards to moving until you have discussed your situation with us.
Q- How and when can I re-apply to live at Raleigh Park?
A- We look to set the rents by November of each year so you can book your place for the following year from this time via www.derwentstudents.com or pop into Raleigh Park Reception.
