Residents Info

The Green was developed from 58 run-down properties over 40 years ago. The properties are owned by Midland Heart Housing Association Ltd. and are managed by Aston Students' Union.

If you identify any maintenance issues, please report them to a member of The Green staff immediately, so they can be resolved as quickly as possible.

Please read this information carefully. Adhering to these rules will help The Green remain a safe and pleasant environment to live in. With the cooperation and involvement of all tenants at The Green, it is a close-knit community which we are proud to manage.

If you have any suggestions to make the site a better place to live, please let us know.

Natalie Hawksworth, Accommodation Services Manager

If an urgent issue arises outside office hours, call the Resident Warden on 07737 987 407. Such an incident includes if you have lost your keys.

If the issue is an urgent repair, please call the out-of-hours Midland Heart number 0345 603 0540. Please note that an urgent issue is one where there is likely to be damage to your person or to property.

Anything that can reasonably wait until normal office hours to be dealt with should be left until then.

Please contact Malcolm Lawrie if you are experiencing any Wi-Fi issues or you need to register a new device: m.w.lawrie@aston.ac.uk

You can register up to eight devices.

Please note that we do not offer guest Wi-Fi.

The Green office does not deal with anything Wi-Fi related.

Combination Boiler System
These are normally situated in the kitchen and have operating instructions on them. Providing the boiler is switched on, it will heat tap water on call (i.e., when the hot tap is opened). Any issues with the boiler, please inform The Green office.

The heating is centrally controlled and only comes on once the temperature drops below a set level. If you need to override this, you can press the "Boost CH" button on the thermostat to give you 30 minutes of heating.

If you have any leaks from radiators or if you find that only the lower part of the radiator is hot, this should be reported as a minor repair to The Green office.

THIS SECTION ONLY APPLIES TO ONE-BEDROOM FLATS

Gas and electric bills are not included in the rent for one-bedroom flats. As tenants, it is your responsibility to liaise with the utility company to set up an account, provide meter readings, and pay the bills.

We encourage you to have smart meters fitted where possible.

If you are not on a smart meter and require meter readings, please request them from The Green office. Upon request, we will send you your meter readings as soon as possible.

In your tenancy agreement, you have agreed to keep your flat clean and tidy. As tenants, you are responsible for all cleaning. Please be considerate of your housemates.

As part of the Community Membership, a periodic cleaning support service is provided. Please note: this does not mean that you do not need to clean yourselves.

Keep fire doors closed at all times; for your own safety, never prop them open. In the event of a fire, having the fire doors gives thirty minutes of protection against fire and smoke, potentially saving your life and that of others.

Make sure that if a room is vacant, whether this be a communal space or a bedroom, lights are switched off. Be mindful of the electrical cost and the environmental cost of leaving lights on when it is not necessary to do so.

Even though we offer a periodic cleaning service of communal areas, it is your responsibility to ensure the cleanliness of your flat. Each house has been provided with kitchen and bathroom etiquette documents which we expect to be followed.

Under no circumstances should ball games be played on The Green. Games using heavy balls, such as tennis balls, cricket balls, and footballs, can be noisy and may possibly cause injury or damage to the properties.

The heating in shared properties is centrally controlled and will not turn on until it reaches below a set temperature. If you are feeling cold, please wear suitable clothes appropriate for the season and use a duvet with a 13.5 tog. Portable fan heaters are prohibited at The Green and will be confiscated on sight. Tenants may only use portable oil-filled electric heaters.

If you are having trouble with neighbours who are disturbing you by making too much noise, you must, in the first instance, contact them. They may not be aware that they are causing you a problem, and it may be easily resolved by a polite conversation with them.

If the situation persists, then please inform the Manager of the dates and times that the noise has occurred, and they will take up your complaint.

It is against the tenancy agreement to allow anyone other than tenants of The Green to live in any property (shared and one-bedroom properties) at The Green.

Tenants living in shared properties (three and four-bedroom properties) should not permit more than one overnight guest to stay with them at any particular time. Overnight guests are not permitted to stay more than two consecutive nights or more than three nights in any 21-day period. Breach of this guidance will be considered a breach of the tenancy agreement and may result in action to evict the tenants.

Tenants living in one-bedroom apartments should not permit overnight guests to stay more than 10 consecutive nights. Tenants with overnight guests staying more than two consecutive nights must notify the management of The Green of the name and details of the overnight guest(s).

Rent is to be paid monthly (one month in advance). You can pay in larger instalments if you wish.

Rent payments are to be made on the 1st of the month. If you need to make arrangements to pay on a different date, please speak to The Green office.

Please ensure that you always add your individual reference number when making a rent payment. The reference is F (flat number), initial, and surname.

Rent payments must be made into the bank account details you were given on moving in. We do not accept payment by debit or credit card.

Please note that any issues concerning door locks should first be reported to the Manager.

Furnishings
This applies to the carpets, curtains, furniture, and appliances including cookers and fridges. Problems with these items and with decorations should be reported to The Green office.

Minor Repairs
We have a handyperson on site Monday and Thursday mornings who can carry out minor repairs and maintenance, such as:

• Ease stiff doors
• Change door locks
• Change lightbulbs
• Decoration works
• Minor plumbing repairs - leaking taps/sinks, etc.
• Re-hang curtain rails
• Reseal around baths/showers
• Small plaster repairs

If you have any repairs or maintenance issues, please contact The Green office with the following information:

• Your flat number
• The exact nature of the repair
• The precise location of the problem
• Photographs if possible

Buildings
Any issues relating to the fabric of the building, including the heating, water, doors, windows, and electrical systems, are the responsibility of Midland Heart Housing Association Ltd., which owns the properties. If it is urgent and outside of The Green office opening hours, you should report it to Midland Heart Customer Services Team on:

0345 602 0540 Option 2 Repairs then Option 1 New Repairs

Please make note of the reference number and inform The Green office.

How quickly will your repairs be done?
Urgent
Attended within 24 hours.
Relates to danger to life or a loss of property (e.g., burst pipes, severe roof leaks, the property is insecure due to broken windows or the front door will not lock, loss of heating in cold weather where there is no other form of heating available).

Routine
Completed within 28 working days.
Relates to non-urgent repairs (e.g., windows sticking, sinks, doors, etc.).

Dealing with emergencies
Gas leaks
If you think you have a gas leak, extinguish any cigarettes or naked flames, switch off all gas appliances, and ring Cadent on 0800 111 999 immediately. If Cadent cannot do an immediate repair, they will isolate the gas supply. At this stage, you must contact Midland Heart to report the problem for repair. Please inform The Green office.

Burst pipes or water leaks
Turn off the water supply at the stopcock (normally located under the kitchen sink). Turn off the central heating and open all sink/bath taps to drain the system and report the problem to Midland Heart.

Electrical faults
Turn off electricity at the fuse board (normally situated in storage cupboard or hall). Unplug all appliances and turn the electricity back on. Then check for the faulty appliance by plugging them in each one in turn. If the electricity goes off when you plug an appliance in, you know it is that one that is faulty. Please inform The Green office.

In the event of a fire:

Fire Risks
The following instructions are for your safety—you must follow them:

• Please read the Fire Action stickers on the living room door of your flat.
• Do not wedge fire doors open.
• Do not use candles.
• Do not let any flex/cable trail under doors.
• Do not use two or three-way plug/socket adaptors (use proper cabled and fused extension leads).
• Ensure that escape routes are clear of clutter and obstructions.
• Do not daisy-chain extension leads, i.e., plug one into another.
• Do not use mains-connected fairy lights (LED battery-powered lights are permitted).
• Do not let junk mail and/or leaves accumulate inside your front doors.
• Ensure that desk lamps are not near anything flammable, e.g., paper, curtains.

Fire Detection System
The Fire Detection Systems are annually maintained. The systems are checked weekly on Monday mornings by a member of The Green staff.

Gas & Electricity Risks
All gas and electrical safety certificates are available from the Manager.

Scalding Risks
Tenants are advised to test the heat of bath water before getting into a bath. If you feel that the water temperature coming through hot water taps is too hot, please contact The Green office.

The Green is as safe as anywhere in the inner city. The chances of being the victim of crime are no worse than elsewhere in Birmingham (including campus). Although relatively few incidents occur, you are strongly advised to heed the following advice:

Onsite Security

• Never leave your key in the door and always take them with you when you leave your flat, even when others are in.
• Please ensure that you always lock your front door, even if you are in the house.
• Do not carry your keys with anything that has your name and address on it. If you do and they are lost or stolen, it will cost £110 to replace the lock and keys to your flat.
• You will be charged £15.00 per replacement key—look after them!
• Ensure that ground floor windows are closed and locked when you go out during the day and night.
• Do not have computers, laptops, smart devices, or any valuables in full view of any windows.

Walking to and from Campus (also applies elsewhere) - How to Stay Safe

IT IS SUGGESTED YOU DO NOT USE THE UNDERPASS UNDER DARTMOUTH CIRCUS OR WALK ALONG THE CANALSIDE AT ANY TIME OF THE DAY

• Be aware of your surroundings, particularly when it is dark.
• If it is late at night, please call a taxi.
• Trust your instincts.
• Try to walk with a friend or in groups; avoid walking in quiet or badly lit alleyways, subways, or isolated parks. If you do need to, keep to the middle of the path.
• Don’t text and walk; this will lower your awareness levels.
• If you wear earphones when walking, be aware your awareness of surroundings will be impaired. Preferably, do not use them at all.
• Ensure your phone is charged.
• Look confident even if you don’t know where you’re going.
• If a vehicle pulls up suddenly alongside you, turn and walk in the other direction.
• Keep your bag closed properly; try and keep the opening facing you.
• Don’t be worried about making a lot of noise if you are feeling threatened. Shout as loud as you can.
• The Green has a supply of personal alarms. Please come and collect one.
• When people you don’t know talk to you, keep walking rather than standing still.
• If you think you are being followed/watched as you come onto/off Dartmouth Middleway by the Campanile Hotel, go into the hotel. They are open 24 hours and will help you.

Remember, the earlier you spot a potential problem arising, the more choices you have to avoid them.

If you are the victim of a robbery or see suspicious people, it is imperative that you report this to the Police on 999 as soon as you possibly can. You must also let the Accommodation Services Manager know, again as soon as it is possible and reasonable for you to do so.

Safety App - SafeZone
You may already use the SafeZone app on campus. The Green is covered by SafeZone too.

Download the app and find more details: HERE

The preferred routes to and from campus are as follows:
There are two recommended routes to use. Please see the map below:

A copy of the map can be downloaded HERE

Reporting a Crime
If there is an immediate danger or criminals are still present, please use the emergency police number 999. If there is no immediate danger, the Police can be contacted on the non-emergency number 101.

Security Cameras
There are 25 security cameras positioned around the site, covering the majority of the site and surrounding roads. These cameras are linked to a 24-hour digital recorder and are controlled by the Accommodation Services Manager.

• The controller is the only person that has access to the CCTV system.
• Information is held on the system for approximately 7 days.
• Footage will only be reviewed in the event of a crime or serious incident being reported.
• In order for this review to take place, a request must be made by email to The Green office detailing the alleged incident.
• Only the Police will be shown any footage recorded by the system.
• The CCTV is registered with the Information Commissioner’s Office under the registration reference ZA057928

Endsleigh Contents Insurance

Your Contents. Covered.

Contents insurance is a great benefit brought to all residents of The Green as part of your membership of The Green Community.

By partnering with Endsleigh, the No.1 student insurance provider, we have arranged contents insurance for all our students staying at The Green.

Download the My Endsleigh app onto your smart device to see:

• Your insurance policy information and secure links to your documents - check what is already covered (and what isn't).
• Options to insure additional gadgets and possessions that aren't already covered.
• 24/7 access to a wellbeing service that includes advice, counselling, financial and legal information, and bereavement support.
• Information, news, and views on life at university, budgeting, food and drink, health and fitness, fashion, mental health, and lots more coming soon for Freshers!

We understand students have a limited budget, so Endsleigh have launched brand new, unique student insurance options. They have been designed to cover the risks that you may encounter whilst living in student accommodation and away from home.

Testimonials

Andy (Student)

"I accidentally knocked a drink over my laptop while revising, and it initially stopped working. I had gadget insurance with Endsleigh, so contacted them, and they arranged for it to be picked up from my house. My claim was sorted really quickly, and I was sent the money I needed to buy a new computer. It's so good knowing that the most expensive thing I own is protected, and I'd highly recommend Endsleigh."

"I would recommend Endsleigh out of all the gadget insurance companies, as they're the only insurance company recommended by NUS."

Eisa (Student)

"I've recommended Endsleigh Insurance to all my friends and would do to any new students as well. They are cheap, fast, and effective, which is a must for any student. Great peace of mind knowing my goods and gadgets will be looked after if anything was to happen with them."

There are 30 bicycle stands across the site. It is recommended that 'D' type locks are used over other types, as other locks are easy to remove.

Do not store bicycles or scooters inside your flat, as they may block fire exits.

Bicycles kept on site with a lock fitted are covered as part of your Endsleigh contents insurance.

There is a token-operated launderette situated adjacent to Flat 52 by the car park. It has a push-button combination lock that is operated as follows:

• Turn the lever on the combination lock to the left to clear it.
• There are five buttons - press the second, then the fourth, and then the first one (2-4-1).
• Turn the small handle below CLOCKWISE and hold it in that position whilst you open the lower door handle as usual.

The Green membership entitles you to 2 free wash and 2 free dry tokens per month, which you can collect from the office.
You can buy extra tokens from the office during opening hours or the Students' Union shop on campus, priced at £3 per wash and £2 per dry.

The use of the launderette is entirely at your own risk. Neither Aston Students’ Union nor Midland Heart will take any responsibility for damage to clothing. Please report any problems with the launderette to The Green office.

Recycling facilities are available in the car park. It is vital that these bins are not contaminated with incorrect material or the local authority will remove the facility. It is therefore extremely important that you follow these instructions:

PLEASE DO NOT PUT ANY TYPE OF PLASTIC BAGS, BIN LINERS, CARRIER BAGS, OR THE LIKE INTO THE RECYCLING BINS.

IF YOU ARE UNSURE WHETHER AN ITEM SHOULD BE RECYCLED, PLEASE PUT IT IN ONE OF THE NORMAL REFUSE BINS AND NOT THE RECYCLING BINS

All refuse must be placed in the large bins in the car park. They are emptied on Mondays and Thursdays. Please do not leave refuse outside your house as it will not be collected and will attract rats. If a member of The Green staff has to clear any refuse from outside of your flat, you will be charged.

We do not expect to see road signs, traffic cones, etc., accumulate anywhere on The Green (remember we have extensive CCTV covering the site).

In order to make The Green a pleasant environment, tenants are requested to pick up litter and place it in the refuse bins. It takes little time but will make a big difference to your enjoyment of The Green.

If you are living at The Green, you are already a member of the Community. Each year, a number of Community Directors are appointed. The Community is responsible for providing additional support and activities such as the cleaning service, launderette, and events throughout the year.

Any residents interested in becoming Directors should email thegreen@aston.ac.uk.

If you wish to make a complaint about alleged poor performance or misconduct of the Manager, you must notify:

Richard Broome

By letter or email.

The complaint should give details of alleged poor performance or misconduct (including the date and place at which alleged misconduct took place) and be delivered as soon as possible after the events complained of (and ideally within 10 working days of the occurrence). The Executive will then investigate the complaint and respond to you within 14 days.

If you wish to make a complaint against any member of The Green staff, the Housing Association, any of its employees, or a contractor, you must notify:

Natalie Hawksworth

By letter or email.

The complaint should give details of alleged poor performance or misconduct (including the date and place at which alleged misconduct took place) and be delivered as soon as possible after the events complained of (and ideally within 10 working days of the occurrence). The Accommodation Services Manager will then investigate the complaint and respond to you within 14 days.