Liverpool Hope University
Policy Subject Page
1 Values statement 2/3
2 Accommodation Contract 4
3 Applications for Halls and the Allocation Strategy 5/6
4 Requests to move rooms 7
5 Termination Policy 8/9/10
6 Ending a contract by the University 11
7 Accommodation Deposit 12
8 Accommodation Charge 13
9 Exchange students 14
10 Short course groups 15
11 Summer Lettings 16
12 Keys 17
13 Guest Policy 18
14 Complaints 19
15 Marketing 20
16 Additional services 21
1.0 Values 1.1 Policy Statement
The Accommodation Office aims to offer an efficient, reliable, high
1.2 Key Functions
The Accommodation Office manages 1200 study rooms on contract to
students of Liverpool Hope University. The main functions of the service
applications for halls
allocation of rooms
raising Residence Charges
student welfare issues
Information about our service can be found on the Liverpool Hope
University website and through the Accommodation Brochure. Other
information will be given from time to time by letter, email or hall
Information will be presented in a clear and easy to understand format.
1.4 Access to the Accommodation Service
The Accommodation Office is open from 9.00am to 5.00pm, Monday to
Friday, all year round. There are three telephone lines and three email
addresses, which Accommodation staff aim to respond to promptly and
efficiently. At certain times of year, when workload is heavy, the
response to calls and emails may be slower than at other times.
Wherever possible, additional staff will be recruited to avoid delays in
People who call to the enquiry counter are seen immediately without an
appointment, although at busy times there may be a queue. Private
interview rooms are available on request.
1.5 Service Standards
The Accommodation Office aims to operate the following service
clear and consistent policies
accurate and reliable information
prompt and timely response to applications and enquiries
courteous and helpful at all times
compliance with the University’s equal opportunities policy
Accommodation staff are committed to respecting the individual and
working towards equality of opportunity for all. We aim to offer a high
standard of service by responding to all types of enquiry quickly and
knowledgably. Issues are dealt with in a professional and efficient way
and where appropriate, referrals will be made to other departments.
All information received by the Accommodation Office is treated in the
strictest confidence and will not be passed to a third party unless we are
obliged by law to do so. Information may be shared with other
Liverpool Hope University departments and some data may be common
to several sections of the University. The Accommodation Office aims
to comply with the Data Protection Act at all times.
General – 0151 291 3434
Carol Crawford – 0151 291 3407
Janet Thomas 0151 291 3408
General - email@example.com
Carol Crawford – firstname.lastname@example.org
Janet Thomas – email@example.com
Enquiry counter opening hours:
9.00am to 5.00pm Monday to Friday (except for
Bank Holidays and Christmas).
2.0 The 2.1 Policy Statement
Contract The terms and conditions related to living in Halls which are owned
or managed by Liverpool Hope University are set out in the
Accommodation Contract, which includes the contract details (room
address, type, cost and period). The terms and conditions are
approved by the Company Secretary and are subject to change from
time to time. No changes are made to an existing agreement
without prior consultation with and agreement by the student.
2.2 Signing the Contract
Students agree to the Accommodation Contract on line or are asked
to sign a hard copy. A copy of the contract is available on the
website at www.hope.ac.uk/accommodation
Under the Distance Selling Regulations students can use the ‘cooling
off period’ of seven days to cancel a contract after signing. This does
not apply if the student moves into the premises, even if this is
within seven days of signing.
Copies of the Particulars and the Contract can be downloaded from
the website or can be issued to the student on request.
3.0 Allocation 3.1 Policy Statement
Liverpool Hope University undertake to offer a room to all first year
undergraduate students who accept a course at the University (this
excludes students who accept a course place through Clearing, when
rooms are subject to availability).
A limited number of rooms will also be made available to
postgraduate students, second and third year undergraduates and
international exchange students.
Allocations are made from the waiting list in date order and rooms in
any particular hall will be offered to groups of students studying
under the same Faculty.
We do not have a defined geographical restriction, however priority
will be given to students from outside the Merseyside region.
3.2 Level C Undergraduates, Exchange, Erasmus and Study Abroad
Applications for Halls are accepted from full time students of
Liverpool Hope University who will earn 120 points in one academic
year. Room offers will be made to students who wish to reside in
halls for the full academic year, unless they are international
students on an exchange programme or short course.
3.3 Level I and H (continuing) Undergraduates
A limited number of rooms are reserved for full time second, third
and fourth year undergraduates. Students in this category will
usually be allowed to apply on line in February. Room offers will be
made to students who wish to reside in halls for the full academic
year, unless they have a period of study abroad during the academic
A limited number of rooms are reserved for full time PGCE and
Students in this category can apply on line when the waiting list
opens world- wide (usually April). Room offers will be made to
students who wish to reside in halls for the full academic year,
3.5. Application and offer procedure
Students apply on line from www.hope.ac.uk/accommodation.
Allocations are made in order of the date the application was
received. Rooms are allocated in line with the Allocation Strategy,
which is agreed by the Pro Vice Chancellor (Resource management
and Planning) and which may change from year to year.
Room offers are made by email stating the room, hall, campus and
contract price. Applicants can accept their contract and pay the
accommodation deposit on line.
Students are asked to respond within one or two weeks of receipt of
the offer. If no response is received the University reserves the right
to withdraw the offer.
4.0 Requests to 4.1 Policy Statement
Requests for a transfer from one study room to another will be given
due consideration by the Accommodation Team.
4.2 Before arrival
Students in receipt of an offer of accommodation may ask to change
to an alternative room or Hall. Requests are subject to availability
and the overall allocation quotas of the university. A new room offer
will be sent to the student by email.
4.3 After arrival
Students who have moved into their allocated room may request a
room move by submitting an Application to Move Room at the
Accommodation Office. Accommodation staff will decide whether a
room move is possible and will advise the student of the decision
within one week of receiving the application.
Approved moves are subject to an administration fee of £25.00,
payable to Liverpool Hope University for accommodation at Hope
Park and to Opal Property Group for accommodation at Aigburth
Park. The administration fee must be paid in full before the move
takes place and may not be added to any other accumulated debt
owed by the student. Students must make their own arrangements
for moving their belongings and will be recharged for any
extraordinary cleaning or damage to the room they have vacated.
Students who wish to appeal the decision made by the
Accommodation Office must do so in writing within one week of
receiving the decision. Appeals are to be addressed to the Dean of
Students who will consider the circumstances and respond within
one week of receiving the appeal.
5.0 Accommodation 5.1 Termination Policy Outline
Termination A student may leave and surrender their room in Halls to the
Policy University, but the contract will not be terminated or the
accommodation charge reduced unless extraordinary circumstances
exist. It is very rare for such an application to be successful and will
only be considered in the circumstances set out in Section 2 below.
Students are reminded that there is competition for residential
accommodation at Liverpool Hope University and that the room they
take could easily have been offered to another unsuccessful
candidate. If an accommodation contract is terminated a financial
burden is placed on the University, as the room may be difficult to fill
once the student has left. The University will therefore make
provision for any financial losses it may incur. In practice this means:
i) that the student may be liable to pay all or part of the
accommodation charge, and/or
ii) that the University will retain some or all of the accommodation
charge already paid by that student, and
iii) that the University will withhold the deposit paid by that student
The decision as to whether to terminate the contract shall be made
by a Pro-Vice Chancellor, or his/her nominee, at his/her absolute
discretion and only in extraordinary circumstances in accordance
with this policy
5.2 Criteria for termination
The provisions of this policy allow for a termination of the contract
and a resultant reduction in the accommodation charge under the
following extraordinary circumstances only:
where the student no longer qualifies to live in halls, for example,
if their course of study is no longer a full time course earning at
least 120 credits in a given year, or where the student’s
registration with the University has been terminated
where the student has to return home permanently due to their
own a serious illness or disability where daily care is required from
the family. This must be supported by medical evidence from a GP
or medical consultant confirming the need for daily care for the
where the student has to return home permanently due to the
serious illness or disability of a close family member (Mother,
Father or sibling) where daily care has to be provided to that
person by the student. This must be supported by medical
evidence from a GP or medical consultant confirming the need for
daily care by the student
where the student has to return home permanently due to a
serious family crisis, such as the death of a parent or sibling, which
must be supported by written evidence
Applications based on students leaving Halls by choice, financial
difficulties, loneliness, homesickness, or any personal
circumstances other than those outlined above, will not qualify for
termination of the contract and there will be no reduction in the
accommodation charge, unless the criteria set out in 3.3. below
5.3 Procedure for applying to terminate a contract
If the student wishes to terminate the accommodation contract
before the end of the period of residence they are required to
complete an Application to Terminate which should be submitted
to the Accommodation Manager
If the student feels that their reasons for terminating the
accommodation contract are extraordinary, they should
complete the relevant section of the Application to Terminate
and attach any supporting evidence necessary to prove the
claims made in the application
The student should discuss the circumstances relating to the
application with a Senior Resident Tutor, who will provide
comments/support to the Accommodation Office
If the student is withdrawing from University, they should meet
with an academic advisor and complete a Registry Withdrawal or
Interruption of Studies form, a copy of which should be given to
the Accommodation Office. Such students are strongly advised
to discuss the financial implications of leaving with a member of
the Finance and/or Student Funds team
The Accommodation Office will confirm to the student in writing
whether or not the contract will be terminated
If the student wishes to leave after hearing the University’s
decision, they should relinquish the room to the University by
handing in the keys to the Accommodation Office
5.4 Where the student meets the criteria for termination
If the University agrees to terminate the contract, the termination
date will be the date that the room keys are surrendered plus four
weeks. A reduction in the accommodation charge will be applied for
the period from the termination date to the end of the contract.
The deposit of £150 will be retained by the University and will not be
refunded to the student.
It should be noted that any monies refunded will be returned to the
account from which it was received.
5.5 Where the student does not meet the criteria for termination
If the University decides not to terminate the contract then the
student will remain liable for the full charge, even after the student
relinquishes the accommodation to the University.
However the accommodation charge will be reduced for the period
after termination (or part of), less four weeks, if the premises are
licensed by the University (at its discretion) to a new student who is
not already residing at Halls and wanting to relocate. In these
circumstances, the deposit of £150 will be retained by the University
and will not be refunded to the student.
If the student wishes to appeal against the decision of the Pro Vice-
Chancellor, such an appeal should be put in writing to the Vice-
Chancellor & Rector, setting out the reasons for the appeal. The
Vice-Chancellor (or a senior officer of the University nominated by
the Vice-Chancellor & Rector) will investigate and make a final
decision as to whether the original decision was made fairly and in
line with this procedure. The appeal will not be an opportunity to
introduce new evidence, but will assess whether the original decision
was reached fairly.
If the student is still dissatisfied after the Vice-Chancellor's decision,
the student would have recourse to the Office of the Independent
Adjudicator. Details of this scheme will be given when internal
procedures are exhausted.
6.0 Ending a 6.1 Policy statement
contract by the
University Where there has been a clear breach of the terms and conditions set
out in the agreement, Liverpool Hope University reserve the right to
end the accommodation contract.
NB This should not be confused with students who request to end
the contract (see 5 above).
6.2 Non-Payment of accommodation charge
Where there is an outstanding accommodation charge and where all
procedures for debt collection by the Finance department have been
exhausted, the Credit Control Manager may, with the approval of the
Pro Vice-Chancellor (Resource Management and Planning), serve
notice on the student to end the accommodation contract.
The student will be given a reasonable amount of time to discuss the
matter with Finance staff and opportunity to either pay the
outstanding fee or to agree an acceptable payment plan. A clear
date by which these things must be achieved will be included in a
covering letter, sent with the notice to end the accommodation
At the end of the notice period, a letter will be sent to the student
either confirming the continuation of the contract where payment
recovery has been secured or giving a date by which the student
should leave Halls.
There is no appeals process, but students who have been served
notice are free to discuss their situation with the Credit Control
Manager during their notice period.
For reasons other than non-payment, subject to the disciplinary
procedures set out in the Student’s handbook, the Proctor can
decide to impose a penalty of exclusion either temporarily or
permanently. A permanent exclusion will end the accommodation
Students who have been the subject of disciplinary action will be
interviewed by the Proctor who will put her decision in writing and
give a date on which the exclusion from Halls will be effective.
7.0 Accommodation 7.1 Policy Statement
Liverpool Hope University requires students to confirm acceptance of
their offer of a room in Halls with a deposit of £150. This confirms
the student’s intention to take up the offer and live in Halls for the
full period of residence as stated in the Particulars. Failure to move
into Halls or to stay for the full period of residence will result in
forfeiture of the deposit. Students who move in and remain in Halls
for the full period of residence are entitled to a refund of the deposit
subject to the University’s reserved right to deduct the cost of any
damage caused by the student to the study room, Hall or common
parts, if payment has not been otherwise made.
7.2 Paying the deposit
The student will usually pay the Deposit on line by credit or debit
card. Transactions are handled by an external company, Secpay, who
issue a receipt for the payment by email. In some circumstances a
cheque or cash payment will be accepted by the Accommodation
7.3 Refunding the deposit
The deposit will be refunded when the student leaves, subject to a
full inspection of the room and communal parts. The deposit is
refunded to the student by bank transfer or cheque, less any charge
for damage or lost keys, unless otherwise paid.
Refunds will not be made in cash.
8.0 Accommodation 8.1 Policy Statement
The Accommodation Charge is the amount payable by a student for
the use of a study room at a Hall owned or managed by Liverpool
Hope University. The charge is an annual charge, however, where
the period of residence is for part of an academic year, or where
additional weeks are payable, the weekly charge is calculated at
1/36th of the annual charge.
8.2 Responsibility for payment
Responsibility for payment lies with the student.
Students will be advised by the Finance Department when payments
are due. All fees must be paid in full by the end of April each year.
Students will not be allowed to graduate if there are outstanding
fees on their account.
8.3 Initial Payment
Full time undergraduate students are sent an on-line task in August
asking for an initial payment of approximately 15% of the
Accommodation Charge. This may only be waived at the discretion
of the Finance Office. Students who have not made the Initial
Payment will be interviewed by Finance staff and asked to set up a
payment plan before being allowed to collect the keys to their room.
8.4 Accommodation Charge payments
After making the Initial Payment, full time undergraduate students
will be asked to make a payment plan on-line for the remaining
balance of the Accommodation Charge. Three options will be
offered: payment in full, a five month plan and a three term plan.
All student who have not made a payment plan before arrival will be
asked to do so when they arrive to collect the room key..
8.5 PGCE Students
PGCE students who are in receipt of a teaching bursary will be given
the option to have the Accommodation Charge deducted from the
bursary at a rate of 1/9th per month from October to June inclusive.
9.0 Exchange 9.1 Policy Statement
The Accommodation Office actively supports exchange programme
with partner universities abroad. Students will usually stay for one
Eligibility is controlled by the International Office
9.3 Room allocation
A limited number of rooms (approximately 50) will be made available
at Aigburth Park for incoming Exchange, Erasmus and Study Abroad
students. Rooms are allocated to students who apply to the on-line
waiting list and are confirmed as eligible by the International Office.
There is usually two intakes; in September and January. The second
intake will use rooms vacated by the first intake.
9.4 Accommodation charge
Exchange students are liable for the Accommodation Charge.
Students are invited to set up a payment plan with Finance on
A deposit is required at room acceptance stage as usual. The deposit
will be refunded when the student returns home.
10.0 Short course 10.1 Policy statement
The Accommodation Office accepts applications from academic staff
for groups of students who have accepted a place on a short course,
generally for a period of less than three months.
Any student who has confirmed attendance on a short course is
eligible to live in Halls. Applications are taken from the course
organiser for the whole group not from the individual student.
10.3 Size of groups
Groups can be of any size, but accommodation is subject to
estimated availability at the time of booking. Availability cannot be
The accommodation charge for the period of residence and any
additional costs, such as catering or bed packs, is calculated in
advance of arrival and the course organiser advised accordingly.
Costs are usually recovered by internal journal transfer or direct
invoice to an agent and do not involve the student paying anything
to the Finance Office. However, some students may be charged
directly via the student account and fees collected by Finance. The
method of payment will be agreed with the course organiser.
10.5 Accommodation contract
Course organisers are to ensure that the students have read and
understood the terms and conditions of residence before arrival. On
arrival each student will be required to sign the Liverpool Hope copy
of the contract if the course organiser has not already arranged for
this to happen earlier. Keys will usually be given to the course
organiser who will carry out the induction into Halls.
Liverpool Hope does not generally require students on short courses
to pay a deposit. Exceptions to this may be made where the
incoming group are considered to be high risk, or where there is a
history of problems from their HEI, in which case a suitable amount
will be agreed with the course organiser.
11.0 Summer 11.1 Policy Statement
Liverpool Hope University make available a limited number of rooms
to students who wish to stay in Halls during the summer vacation.
Students are eligible for summer accommodation if they have been
resident in Halls in the preceding academic year or have accepted a
room in halls for the forthcoming academic year. Exceptions to this
rule may be made at the discretion of the Accommodation Manager,
although residents must always be a student of Liverpool Hope
11.3 Application for summer accommodation
Applications from current Hall residents may be made in the third
term of the academic year. Applications are subject to availability.
Students whose course involves teaching practice beyond the end of
the undergraduate academic year are allowed to stay in Halls until
the end of their course. This may mean a room move due to
conferencing bookings or maintenance work.
11.5 Summer Accommodation Contract
Students who stay in Halls during the summer vacation must sign a
Summer Contract, which sets out the terms and conditions of
residence. Students are given a personal copy and a signed copy is
kept on file. The notice period to end this contract is one week for
11.6 Summer Accommodation Charge
The summer accommodation charge is set each year by the
University. Payment can be made in full or weekly. Charges which
remain unpaid at the end of the summer contract will be added to
the student’s university account.
12.0 Keys 12.1 Policy Statement
The Accommodation Office is responsible for the management of Hall
keys. Strict procedures to maximise the security of the Halls and the
students’ possessions are adhered to at all times
12.2 Vacant Rooms
Keys to vacant rooms will be kept in key cabinets in the
Accommodation Office. Only designated authorised personnel will
have access to the key cabinet, which will be kept secure at all times.
12.3 Occupied rooms
Students are given a key to their room on arrival and are then
responsible for that key until the end of their contract period. Keys are
not handed back at Christmas and Easter holidays and remain the
responsibility of the student at all times.
Spare keys to occupied rooms will be kept in a locked cabinet in the
Accommodation Office. The Accommodation Manager is responsible
for the custody of the key to this cabinet. The key cabinet will be kept
secure at all times.
12.4 Lost keys
When a student loses a key, a spare key will be provided, if available,
subject to proof of identity. If no spare key is available, arrangements
to change the lock will be made with the Estates Office. In both cases
a charge is payable by the student, the charge will be set before start
of the academic year.
12.5 Conference Keys
During the summer break, the Conference Department will use most
Halls for conference bookings. Accommodation staff will assist, as
necessary, with the preparation of keys for this purpose.
12.6 End of Academic Year
Students will be sent an advice letter and an envelope labelled with
the room address before they leave. Students should hand in their
keys before departure either at the Accommodation Office or Main
Lodge. Keys should not be left with friends or Resident Tutors. Keys
left at the Main Lodge will be stored in a designated place ready for
collection by Accommodation Staff.
13.0 Guest Policy 13.1.Policy Statement
The University recognises that students will occasionally benefit from
a visit from family or close friends and that this can help them to
cope with being away from home. Students are not allowed to have
a guest in their rooms overnight but can apply for permission to book
a room for a guest (max three nights), subject to availability of a
guest room and payment of a nightly charge.
13.2 Bookings procedure
the student completes a Guest Application form and submits it to
the Senior Resident Tutor – approval will only be given in
exceptional circumstances as indicated in the accommodation
contract. This will not include friends who live locally who want
to sleep over after a social event or evening out
approval will not be given if the student has a previous record of
their guests causing a problem on campus
the student presents the signed form at the Accommodation
Office and asks if a room is available. Room allocation is subject
to availability of a suitable room and will be at the absolute
discretion of the Accommodation staff. Rooms can only be
booked seven days or less in advance of the visit. Rooms will
usually be in standard rooms with shared bathrooms and males
will stay in ‘male’ halls and females will stay in ‘female’ halls
the student pays a fee of £15 per room per night at the time of
13.3 Security and behaviour during the guest visit
The student must sign the guests in at the Security Lodge/Office at
the campus where the guest is staying
The student must take responsibility for the behaviour of guests
during their visit – students will be subject to disciplinary action if
their guest(s) breaks any rules under the Student Code of Discipline
Accommodation staff will provide Security with a daily list of the
guests who have been allocated a room. Non-residents found in
Halls who have not had prior agreement to stay will be asked to leave
the campus and you will be subject to disciplinary action
14.0 Complaints 14.1 Policy Statement
The University has a procedure for escalated complaints, but as an
immediate response, the Accommodation Office will endeavour to
resolve complaints immediately by taking appropriate action and
avoiding precipitation of the complaint.
Where appropriate, especially in complex cases or where the
complainant wishes to put have their feelings recorded, the
Accommodation Complaints Procedure can be invoked using the
14.2 Responding to a complaint
The Accommodation Office aims to acknowledge written complaints
within two working days and to respond fully within ten working
days. If there is a delay due to internal or external information
gathering, staff will keep the complainant informed of progress and
let them know the reason for any delay.
15.0 Marketing 15.1 Policy statement
The Accommodation Manager is responsible, in partnership with the
Marketing Department, for ensuring that all potential students are
aware of the range and quality of Halls available to applicants of
Liverpool Hope University.
15.2 Accommodation Brochure
The Accommodation Brochure contains the procedure for applying for
Halls and a description of the Halls, the facilities and prices. The
brochure is updated annually.
Liverpool Hope’s website has designated ages for Accommodation
with links to the on-line application, the Accommodation Brochure and
the Accommodation Contract.
Facilities and prices for each Hall are clearly stated and the application
procedure made available.
15.4 Open Days
On Open Days and Applicant Days, Accommodation staff are available
for general enquiries and to assist with on-line applications. Applicants
and their families can view the accommodation both at Hope Park,
Aigburth Park and the Creative campus.
The Accommodation Manager is responsible for liaising with
Marketing and the Senior Resident Tutors to ensure that adequate
staffing is available on open days to cover the viewings and enquiries.
The Marketing Department is responsible for arranging coach travel to
16.0 Additional 16.1 Enquiry desk
The Accommodation Office operates an enquiry desk from 9.00am to
5.00pm, Monday to Friday. There is also a dedicated phone line (0151
291 3434) and a dedicated email address:
16.2 Bed Packs
The Accommodation Office purchases and maintains a stock of bed
packs, which are made available to the students at cost price plus an
administration charge. The charge is set by the Accommodation
Manager. Stock is kept in a locked storeroom, to which only
Accommodation staff have access.
16.3 Repair requests
Students can report repairs in Halls to the Accommodation Office.
Repair requests are recorded manually and reported to the Estates
Helpdesk or faxed or emailed to the Estates helpdesk.