Stanhope House Essential Repair Work

Frequently Asked Questions

The Landlord of Stanhope House has informed Prime Student Living that essential repair work is required to remedy issues that have been identified following a routine building inspection. Whilst these repairs are crucial and need to take place as soon as possible, there is no reason for you to be worried or concerned. There is no risk to your health, safety and wellbeing which is our top priority. We unreservedly apologise for this disappointing and inconvenient news. Please see the key information below that we hope will help, but please remember we are on hand for any queries or questions you may have.

Why are repair works required?

During a routine building inspection, a number of issues have been identified that require urgent repair. Unfortunately, the essential building work to rectify the problems are crucial and are required to be carried out as soon as possible. We apologise for this disappointing and inconvenient news.

What repair work is taking place?

Essential repair work is required to all rooms in the building to remedy issues that have been identified following a routine building inspection. Whilst these repairs are crucial and need to take place as soon as possible, there is no reason for you to be worried or concerned. There is no risk to your health, safety and wellbeing which is our top priority.

Repairs need to be made to parts of the building that cannot be seen. Specialist contractors need to remove internal walls to access the necessary areas to undertake the work. We have been working hard to create a plan with the contractor that minimises any disturbance. To reduce disruption and keep any noise to a minimum, repair work has been organised to take place floor by floor. This is to contain work within a small part of the building at any one time for your safety and wellbeing, and to keep any inconvenience to a minimum.

Internal repairs have already taken place to all rooms on all floors except floor 2. The next phase of internal repair work that needs to take place on floor 2 is expected to take place within the next few weeks.

In addition to internal repairs, some work needs to take place on the outside of the building. Contractors need to abseil down the outside of the building to undertake repairs on upper floors, with access to lower floors via a mobile platform operated from ground level. For privacy reasons we need you to be aware that contractors may be directly outside your bedroom window to either conduct repairs or may need to pass your window on their way to other parts of the building. Some rooms in the building have more than one window and some windows are on different sides of the building, so please be aware that contractors may undertake work on different windows at different times, so you may receive different visits on different days for each of these windows. We would therefore ask you to be vigilant of their presence whilst this work is taking place which could be anytime between 9am and 5pm Sunday to Friday.

Should I be worried about the repair works?

Whilst the essential repair work is crucial and needs to take place as soon as possible, there is no reason for you to be worried or concerned. There is no risk to your health, safety and wellbeing which is our top priority.

I have not noticed anything wrong with my room so why are repairs needed?

We appreciate that you may not have experienced any problems with your room – in fact we hope you haven’t. However, if you do notice anything, please let us know. Essential repairs need to be made to parts of the building that cannot be seen. Specialist contractors will need to remove internal walls to access the necessary areas to undertake the work. The extensive and intrusive nature of the work is why we have asked residents to temporarily relocate to an alternative room until repairs are complete. This is also why repairs cannot take place with you living in the room. In recognition of the inconvenience of temporarily moving to an alternative room elsewhere in the building to allow essential repair work to take place, the Landlord has offered a one off without prejudice inconvenience payment to affected residents. This will be processed after the repair work to your room has been completed and we have moved you from the temporary alternative room, back into your own room.

When will building work take place?

Internal repairs have already taken place to all rooms on all floors except floor 2. The next phase of internal repair work that needs to take place on floor 2 is expected to take place within the next few weeks. This is expected to take place within the next few weeks. We apologise for this disappointing and inconvenient news. We appreciate this is frustrating and we are doing everything we can to make the process as trouble-free as possible.

How long will building work last?

Internal repairs have already taken place to all rooms on all floors except floor 2. The next phase of internal repair work that needs to take place on floor 2 is expected to take place within the next few weeks. The extensive and intrusive nature of the work is expected to take approximately 4 weeks to complete. We apologise for this disappointing and inconvenient news. We appreciate this is frustrating and we are doing everything we can to make the process as trouble-free as possible.

Why can’t the repair works wait until the end of the academic year?

The Landlord has identified essential repairs are required to the building. Work needs to be carried out as soon as possible. Unfortunately, the nature of this urgent repair work cannot wait until the end of the 2021/22 academic year when your Assured Shorthold Tenancy (“AST”) comes to an end and you move out. Whilst these repairs are crucial and need to take place as soon as possible, there is no reason for you to be worried or concerned. There is no risk to your health, safety and wellbeing which is our top priority.

Do I need to move room?

Only if we have contacted you directly and you have provided us with consent.

Repairs need to be made to parts of the building that cannot be seen. Specialist contractors will need to remove internal walls to access the necessary areas to undertake the work. This work cannot take place with you living in the room. The extensive and intrusive nature of the work is why we are asking residents to relocate temporarily for approximately 4 weeks to an alternative room until repairs are complete.

Work has been organised to take place floor by floor and we will need to restrict resident access to floors where work is taking place for your health, safety and wellbeing. In recognition of the inconvenience of temporarily moving to an alternative room to allow essential repair work to take place, the Landlord has offered a one off without prejudice inconvenience payment. This will be processed after the repair work has been completed and we have moved residents from the temporary alternative room, back into their own room. We apologise for this disappointing and inconvenient news. We appreciate this is frustrating and we are doing everything we can to make the process as trouble-free as possible.

Can’t the repair works be done during the day, so I don’t need to move room?

Unfortunately, this is not possible.

Repairs need to be made to parts of the building that cannot be seen. Specialist contractors will need to remove internal walls to allow access to the necessary areas for the repair work to be undertaken. This work cannot take place with residents living in the room as it would not be a safe and healthy environment. The extensive and intrusive nature of the work will take approximately 4 weeks to complete. In addition, work has been organised to take place floor by floor and we will need to restrict resident access to these parts of the building for your health, safety and wellbeing.

When will I need to move room?

If we need you to move room temporarily, we will contact you directly, inform you when work is planned, providing advance notice with enough time to prepare to move to an alternative room, otherwise you will not need to move. This is likely to take place at the end of July 2022.

If I live in a shared flat will everyone need to move?

If your room is in a shared flat and you have provided us with your consent to move room, we will try to allocate you with a temporary alternative room in a shared flat with the same group of friends elsewhere in the building if this is possible. This will allow contractors to undertake repair work in all rooms of your shared flat safely.

We may not be able to provide you with an identical room to your current room and we may need to allocate you with a different room type in a different location and on a different floor of the building. However, this is only for a short period while essential repairs take place and where possible this will be a more expensive room type to your current room, but at no extra cost to you.

How much notice will I get when I need to move?

We will inform affected residents individually nearer the time when work is planned. We will provide you with as much advance notice as possible, so you have time to prepare

Do I have to move room on the date provided?

Yes.

We may be able to provide 1 or 2 days flexibility from the date we give you, but that is all.

We have been working hard to create a plan with the contractor that minimises disturbance and this is a complex, extensive programme, with multiple factors to take into consideration. We need to temporarily relocate residents across multiple floors in the building to allow essential repair work to take place. For your health, safety and wellbeing building work will take place floor by floor to contain work within a small area of the building. We understand the repair work is frustrating and we apologise for any disruption this may cause. We are doing everything we can to make the process as trouble-free as we possibly can. In recognition of the inconvenience of temporarily moving to an alternative room to allow essential repair work to take place, the Landlord has offered a one off without prejudice inconvenience payment. This will be processed after the repair work has been completed and we have moved residents from the temporary alternative room, back into their own room.

Will you be providing boxes to enable me to pack?

Absolutely.

When it is time for you to move your belongings from your room to the temporary alternative room, we will provide you with assistance and support. We will give you plenty of notice and arrange for you to have everything you need to move in advance such as boxes, bubble wrap, tape, labels, pens, scissors etc.

Will there be any help to move?

Yes, definitely.

 

When it’s time for you to move all your belongings from your room to the temporary alternative room, we will provide you with assistance and support. We will give you plenty of notice and arrange for you to have everything you need to move in advance such as boxes, bubble wrap, tape, labels, pens, scissors etc. Of course, we will provide assistance on move day with trolleys and staff on hand to help move your boxes. We will also provide the same support to assist you moving back to your own room when repairs are complete.

Do I have to take all my belongings when I move?

Yes.

 

All your personal belongings need to move to your temporary alternative room including anything belonging to you in your kitchen. You will not be able to leave anything behind.

What will happen on the day of the move?

We need you to have completed packing all your belongings prior to the day of your move so you are ready to be relocated to your temporary alternative room at 10am on the day of the move. Please ensure all your boxes and bags are clearly marked with your name so we know which belong to you. We want to ensure nothing goes missing and we get everything to the right room. On the day of your room move, you need to come to reception between 9am & 10am collect the key for your temporary alternative room on a different floor of the building which will be allocated to you at that point. Having done this, we will be able to offer assistance to help move all your belongings such as trolleys and staff to move your pre-packed boxes. Once all your belongings have been moved to your temporary alternative room you need to return to reception and surrender the key for your own room so contractors can use this to undertake the essential repair work.

Which alternative room will I be allocated?

If you have provided us with your consent to move room, your temporary alternative room will be allocated to you on the day of your room move. We intend to allocate affected residents with a temporary alternative room as similar as possible to your current room, but on a different floor in the building to allow essential repair work to take place in your room.

If your room is in a shared flat, we will try to allocate you with a temporary alternative room in a shared flat with the same group of friends elsewhere in the building if this is possible.

We may not be able to provide you with an identical room to your current room and we may need to allocate you with a different room type in a different location and on a different floor of the building.

However, this is only for a short period while essential repairs take place and where possible this will be a more expensive room type to your current room, but at no extra cost to you.

In recognition of the inconvenience of temporarily moving to an alternative room to allow essential repair work to take place, the Landlord has offered a one off without prejudice inconvenience payment. This will be processed after the repair work has been completed and we have moved residents from the temporary alternative room, back into their own room.

How long will I need to be in my alternative room?

To reduce disruption and keep any noise to a minimum, repair work has been organised to take place floor by floor to contain work within a small part of the building at any one time. It is anticipated that essential repair work will take approximately four weeks to complete. We appreciate this is frustrating and apologise for this disappointing and inconvenient news.

How will my inconvenience payment be made?

For affected residents moving to a temporary alternative room to allow essential repair work to take place, the Landlord has asked Prime Student Living to process a one off without prejudice inconvenience payment to each resident. This will be processed after the repair work has been completed and we have moved residents from the temporary alternative room, back into their own room.

Processing of the inconvenience payment will only be made to residents who are not in rent arrears. For residents who have already paid all their rent for the entire tenancy period, a BACS transfer will be processed once we receive confirmation of the bank account details to which they would prefer the transfer to be made. For residents who have chosen to pay their rent in instalments the inconvenience payment will be processed as a credit on account against the next rent instalment if one is outstanding leaving the remaining balance to be paid. For those receiving a credit you will be able to view this once it has been processed on your online TCAS account. To access this go to the ‘Resident Portal’ section of our website  https://www.primestudentliving.com. You’ll need your booking ID and the password is your email address (unless you have decided to change this already). If you’ve changed it but can’t remember your password then here’s a link to reset. Once you are logged in click on ‘Financials’ on the left-hand side menu.

When will I receive my inconvenience payment?

For affected residents moving to a temporary alternative room to allow essential repair work to take place, the Landlord has asked Prime Student Living to process a one off without prejudice inconvenience payment to each resident. This will be processed after the repair work has been completed and we have moved residents from the temporary alternative room, back into their own room. Processing of the inconvenience payment will only be made to residents who are not in rent arrears.

What happens if I’m not living at Stanhope House when repair work is scheduled?

We appreciate some residents may not be living in their room at Stanhope House when essential repair work is scheduled to take place in their room. We will communicate the date you need to move room in advance to provide you with as much notice as possible. If you know you will not be living in your room when your room move needs to take place, please let us know as soon as possible. Repair work can still take place as long as you provide us with your consent to relocate your belongings for you. We propose to use an independent professional packing and removal company who can carefully, skilfully, sensitively and expertly pack all your belongings at our cost. On the day of your room move, we will transfer all your professionally packed belongings from your room to the temporary alternative room on a different floor of the building which we will allocate to you. We will leave all your packed belongings in the temporary alternative room ready for your return to Stanhope House.

If you return to Stanhope House during the period when work is taking place in your room, you will be able to live in the temporary alternative room. You will however need to contact the property team in advance of your return to arrange a suitable time to collect your temporary alternative room key if arriving during this time which will need to be between 9am-5.30pm Monday-Friday.

If you do not return to Stanhope House until the end of your tenancy period, you can collect your packed belongings from the temporary alternative room.

If you decide to take advantage of this option, you will not be entitled to the inconvenience payment.

How do these repair works fit with COVID-19 guidance?

Your safety and wellbeing is our top priority. We understand you may be concerned that we have contractors undertaking work in the building. However, please be assured that we are taking every possible precaution and will operate within COVID-19 government guidance. To provide you with further reassurance, following a detailed assessment of our COVID-19 policies, protocols, arrangements and controls, Prime Student Living is COVID-19 Assured by the British Safety Council. See our website for more details Prime Student Living | COVID 19 – What we’ve done

What happens if I am self-isolating on the date of my room move?

Your health, safety and wellbeing is our top priority. Due to our residents’ continued adherence to government guidelines and our own policies and procedures we have had very few incidents of residents at Stanhope House catching COVID-19. If you do receive a positive test for COVID-19 or you are contacted by NHS Track & Trace and are required to self-isolate at any time, please inform one of the Prime Student Living property team as soon as possible by email at stanhopehouse@primestudentliving.com.

 

By following the process above, we will be already be aware of your self-isolation status in advance of a potential room move date so we will be able to make the required adjustments to the essential repair work schedule so your room move can be programmed for a different time to allow your self-isolation period to finish before we ask you to move room.

What is your complaints procedure?

We have been working hard with the contractor to create a schedule of essential repair work that minimises disturbance and noise disruption. We hope during this time disruption and inconvenience is kept to a minimum and we are doing everything we can to make the process as trouble-free as possible. However, if you do have cause to complain please let us know. We value your feedback as this helps us put things right, make improvements and stop it happening again. The quickest way to resolve your issue is to speak to a member of the Prime Student Living property team at reception as we are likely to be able to resolve your issue there and then. However, please feel free to contact us in other ways:

 

Email:   portsmouthenquiries@primestudentliving.com

Tel:        +44 (0) 238 1300 206

What is your cancellation policy?

It is fair and reasonable for the Landlord to request residents’ consent to move to a temporary alternative room to conduct urgent and essential repairs to the building. This does not constitute a breach of the Landlord’s obligations under the Assured Shorthold Tenancy (“AST”). The AST has not been frustrated by the circumstances and remains in full force and effect for the full tenancy period. Our standard terms and conditions therefore continue to apply. As such, there is no cancellation or termination right set out within the AST. However, the Landlord is willing to consider inconvenience that is regarded as being intolerable on a case-by-case basis and will make every reasonable effort to endeavor to find an appropriate solution depending on the specific and individual circumstances. Please contact our property manager via email with evidence if you feel you may qualify for consideration at portsmouthenquiries@primestudentliving.com

I’d like to have a chat with Prime Student Living, is there someone I can speak to?

Lynsey is the Property Manager at Stanhope House and Amanda is our dedicated project support manager. Both are on hand to provide as much help, support and assistance as possible and to answer any questions you might have. Alternatively, you can contact us using:

 

Email:   portsmouthenquiries@primestudentliving.com

Tel:        +44 (0) 238 1300 206

Have you informed the University?

Yes. We have fully briefed Portsmouth University of the planned repair work, along with the Students Union and ANUK.

 

UoP Accommodation Team Tel:  +44 (0) 2392 843 214

Email: student.housing@port.ac.uk

 

UoP Student Union Tel: +44 (0) 2392 843 628

Email: advice@upsu.net