plymouth st augustine s house

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1 plymouth st augustine s house your student handbook st augustine s house plymouth

2 Contents Welcome 05 Hello 10 We can fix it 11 Your rent 12 Arriving in a new country Your new community 15 St Augustine s House 16 Living together 20 Your apartment Staying safe and secure 23 Here for you 24 Healthcare 26 Keeping safe Good house keeping 31 Clean living 32 Green living Your contract 35 Terms and conditions Moving out 37 Everything you need to know 2

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5 Hello and welcome to St Augustine s House, to Plymouth and to your life at university. Feeling a little nervous? Well, fear not. You have chosen wisely. Facilities, location and accommodation are second to none and, with our staff and the information in this handbook, you should have all you need to get you started on what we hope will be a happy and memorable stay with Collegiate AC in this beautiful seaside city. The who, how and what, the where and the why are all in these few pages. Along with a couple of house rules. Don t worry. Nothing too onerous. We want you to feel free, safe and prepared to enjoy your university years. Of course, if there s anything you don t understand or anything we ve missed, don t hesitate to contact our reception where we will be very happy to help. But in the meantime, do take a moment to read through your handbook. It s an invaluable guide to life at St Augustine s House which we are sure will be the perfect base for your student days. Read. Relax. Enjoy. st augustine s house plymouth

6 Keeping in touch Office contact details You can get in touch with a member of the team in person, or by phone and . Telephone sa@collegiate-ac.com Out-of-hours emergency contact In the event of an emergency out of office hours contact Join us on Facebook Join the St Augustine s House community on Facebook at: Your new address Apartment/room number: St Augustine s House, Alexandra Road, Plymouth, PL4 7EG The address you gave us when you made your booking will be our main point of contact with you so please ensure you check it regularly. If you d like us to use a different address, please let a member of the accommodation team know and they ll give you a change of details form. There are plenty of notice boards dotted around the site to keep you up to date, so please check them regularly. The St Augustine s House Facebook site will also be used for notices and updates, you can join at 6

7 TV A flat-screen, 32 inch TV with 40 channels is provided in every apartment and studio. For one and two bedroom apartments, the TV will be situated in the lounge area. If you ve brought your own TV, you ll be pleased to hear that there s a TV aerial point in your bedroom, but please note, all tenants are responsible for providing their own TV licence. Intercom There s an intercom telephone in your flat which is linked to the main entrance and the accommodation office. Friends and visitors can call your flat but you ll need to come to the front door to let them in. Do not let anyone in that you don t know or do not recognise. If they re tenants at St Augustine s House then they ll have their own fob to let themselves in. We advise this for everybody s safety and security. Heating Heaters are controlled individually in your rooms. If you need any help with this, please speak to a member of the accommodation team. Cycle store If you re bringing your bike to St Augustine s House, you needn t worry about storage. We offer secure cycle storage at the rear of the building. Please let a member of the accommodation team know you are keeping a bike here and you will be provided with a form to complete. Please make sure that you always lock your bike. We can t take responsibility for any loss or damage to it. If there is a problem, please notify the police and the accommodation team. Mail Your mail will be delivered to your post box. If you re not at home, any larger mail/parcels will be held at reception for you to collect. If your parcels need signing for, a member of the team will be happy to do so. Please note that the accommodation team takes no responsibility for any loss or damage to parcels that have been signed for at reception. welcome your new community staying safe and secure good house keeping your contract moving out st augustine s house plymouth

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10 We can fix it Whether you ve lost your keys or troubled by a leaking tap, we can help. Lost your keys or locked yourself out? If you lose your key/fob/key card, well, these things happen and you ll need a replacement. We can sort that out though there is a charge. It costs us money too you see but 40 replacements can be requested from the accommodation office during office hours. If you lose your key outside of office hours, you ll need to call security to let you in (there will be a call out fee for this service), you ll also need to show some ID. Please come to the accommodation office during opening hours to pay and collect a new set of keys. If you re locked out of your room during normal opening hours, you can borrow a temporary key from the accommodation office. You must return it to the accommodation office as soon as possible (within 1 hour). Your keys are very important and can be costly to replace, always ensure that they re in a safe place. Maintenance issue? Things wear out, things get broken. But we want you to feel your smart Collegiate accommodation is always somewhere to be proud of, somewhere reliable and somewhere that does all it promises. If something needs sorting out, simply tell the accommodation office and the repair will be carried out in accordance with an agreed schedule of priorities. A time will be arranged for our maintenance team to come and fix things. They will always knock before entering a bedroom and if you re not home, they ll always leave a card to let you know if they ve been into your room. You can rest assured the problem will be solved quickly, conveniently and efficiently. Need an emergency repair? If you have an emergency maintenance issue, such as a burst pipe, or a broken window and it s outside of maintenance staff working hours, you can report it to our out-of-hours service on who will immediately contact the appropriate person to rectify the problem. If you have a non-emergency maintenance issue, such as a defective fridge/ freezer, blocked drain and so on, please report this to the accommodation office during office hours. These types of issues will be dealt with during the usual maintenance staff working hours. 10

11 Your rent For those students paying in instalments, your payment dates are: 1st Instalment due on or before 4th September 2013 (you should have already paid this if you have moved in) 2nd Instalment due on or before 6th January rd Instalment due on or before 5th May 2014 These can also be found on page 3 of your tenancy agreement. If you are paying by Bank transfer please use the following details: Reference: Your Name and Room Number A/C Number: Sort Code: Bank Name: Lloyds TSB BIC/Swift: LOYDGB21479 IBAN: GB33 LOYD Alternatively if you have selected the option of paying by repeat card transaction please ensure that you have sufficient funds available in your account at least one working day prior to the rent due date. welcome your new community staying safe and secure good house keeping your contract moving out st augustine s house plymouth

12 Arriving in a new country Opening a bank account It is not possible to open a UK bank account until you arrive in the UK. However, it is likely to be one of the first things that you do because this is the safest way to keep your money. This will take you at least a week so you must make sure you have enough money for your first few weeks in Plymouth. To open a bank account you will need to check individual bank requirements, but most require you to take your passport and introductory documentation from your university detailing your personal details and course of study. Speak to your university student union for more details or go to for advice on budgeting and managing your money or the British Bankers Association for their guide for international students Student travel cards If you are exploring the UK while you re here you will make considerable savings on travel by purchasing a Young Persons Railcard and/or a Coach Card. The Young Persons Coach Card can be bought at National Express coach offices or online. This card costs 10 for a year or 25 for three years and gives you 30% off all coach travel in the UK. To get one you simply need proof that you are a student. For further information see A Young Person s Railcard costs 28 for one year or 65 for three years, and gives you a third off your rail travel in the UK. To get this you will need proof you are a student, your passport and a passport-size photo. The card can be purchased at any train station ticket office. For further information see Mobile phones Mobile phones are cheap to buy, but expensive to use, especially if you are calling another country. If you choose a contract the phone will be cheaper or free but make sure you check the monthly payment and call charges before signing and there is often a compulsory monthly charge. You will also need an enrolment letter from your university. Pay-as-you-go is the no-contract, no credit check, no-commitment, no-monthly bills. However, you always pay a lot more to buy the initial phone and calls are generally more expensive than on contract mobile phones, but you will not need to provide a proof of enrolment letter from your university. For information on mobile phone companies and prices see 12

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14 your new community 14

15 plymouth station st augustine s house plymouth university campus student union shopping centre bus station national marine aquarium plymouth hoe smeaton s tower St Augustine s House St Augustine s House is well located to take advantage of all that Plymouth has to offer, as well as being within walking distance of all the main colleges and university campuses. Bus stops that run into the university area are also located just outside of the apartments. A variety of retail outlets close by the apartments, including a Tesco Express, Costcutter and a number of restaurants and fast food outlets. There are a number of activities, events and festivals that take place in the city throughout the year, ranging from major events such as the Firework Championships attracting tens of thousands of people, to the Hoe community carnivals and fun day, held in local parks. There are also vast arrays of cinemas, theatres, art galleries, museums and music bars to explore, plus the newly built life centre where occasionally you can catch Tom Daily training anyone living and studying in Plymouth will be totally spoilt for choice! st augustine s house plymouth

16 Living together Communal student living is all part of the university experience. But at Collegiate we think we ve arranged things to ensure that you have a great environment, friendly people and a real sense of community. We want you to enjoy the now and look back with fondness when the time comes to move on. To help make sure you have the best of times, our accommodation team will arrange events throughout the academic year to help you get to know your flatmates while having a good time and even learning something new and different from your studies. Keep an eye on our Facebook page and notice boards for up-coming events Your on-site facilities at a glace Experienced on site management and concierge team to help with any queries about the city, transport and entertainment as well as arranging social gatherings and facilitating meeting other students on site On site laundry, cycle store and surf store High-speed broadband and wi-fi throughout the building Secure electronic access and CCTV All inclusive rates, including heating, lighting and water Room cleaning, laundry service and other technology upgrades available on request. 16

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18 Laundry You ll find the laundry room on the ground floor. All of the machines are brand new, fully maintained and very simple to use. Machine availability is viewable on-line to allow you to check from you room whether there are any washing machines available for use. A pre-paid card is distributed with welcome packs and cards can be topped up in increments of 10 to the value of 80. Follow these simple steps to get stated: 1: Make sure you have your card (you should have got this when you checked in) 2: Visit and follow top-up instructions 3: Take your Circuit laundry card and top up code to the top-up machine 4: Activate your credit using the top-up machine 5: You are now ready to do your laundry! For those that don t have time to waste in our stylish laundry facility, for an extra charge you can arrange a time to drop off your laundry for cleaning. Please speak to the accommodation team for more information. 18

19 Internet Broadband and Wi-Fi is available throughout the building, 24 hours a day. Wired connections are available via an Ethernet cable, available from your concierge team, and connected to the wall socket in your room simply open your web browser and follow the instructions. For wireless connections, search for ASK4 WIFI network. 20Mb/s over wired connections Up to 10Mb/s over wifi connections Watch digital TV via broadband 4TV allows you to watch over 50 digital Freeview TV and radio channels through your device via the internet Upgrade options available - up to 100Mb/s Speak to a member of the accommodation team for more information. Your local amenities at a glance Newsagent Tesco Express ATM machine inside the Co-op shop just outside Cinema, restaurants and fast-food outlets Drake Circus Shopping cantre (with the new Apple store). welcome your new community staying safe and secure good house keeping your contract moving out st augustine s house plymouth

20 Your apartment Top tips for getting on with your new flatmates Respect each other s space If staying in a shared apartment the kitchen is your most important communal area and everyone in your flat should feel comfortable using it. Wash up and wipe up after yourself to keep the cooking area, sink and dining area clean and clear for your flatmates. Remember that the kitchen is for you and your flatmates only, so guests should be occasional. Smoking is strictly not allowed anywhere in residences. Be considerate about noise Not everyone shares your taste in music, and even if your whole flat loves your latest download, the person in the flat downstairs trying to study will not appreciate a thumping ceiling. Try to keep noise to a minimum - if you can hear your music outside of your room, then the chances are that everyone else can too. Also, try to be quiet coming in and out of your flat, especially at night. All doors in residences are fire doors - if you don t make an effort to close them quietly, they will close themselves with a loud thud! 20

21 Handling anti-social behaviour If other residents are behaving in ways which cause you concern, then in most cases the most effective way in dealing with the problem is to speak to them yourself, perhaps with others who are affected. If you don t find this helps, then you should speak to an on-site student warden to see whether they have any advice on the situation. If the situation hasn t improved, you can speak to any member of the team at the accommodation office to take the matter further. If it s anti-social behaviour that you believe warrants police action then please call the police when the incident occurs. Non-emergency: 101 Emergency: 999 Your guests Overnight guests are allowed in your room for a maximum of three consecutive nights, but remember if you are in a shared apartment, it is polite to ask your flatmates. Unless you re staying in a shared room, it s only designed for one person, so having an overnight guest should be occasional. Similarly, your kitchen is designed for the number of people living in your flat, so although it s OK to invite friends over to share meals with you now and again, you should be careful not to inconvenience your flatmates. You should also be aware that the behaviour of any person you invite into your residence building, flat or room is ultimately your responsibility. You ll be held accountable if there are any complaints from your flatmates, or any damages caused by your guest(s). st augustine s house plymouth

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23 Here for you We don t just want you to live at St Augustine s House, we want you to experience it. Which is why we do our best to build a strong relationship with you throughout your stay. We re committed to providing you with not only first-class accommodation, but first-class service. Our experienced on site accommodation team is here to offer all the support you need and a member of the team is available 24-hours a day. It s good to share If university life isn t everything you hoped, don t let it get on top of you, talk to someone a member of our team will always be happy to help. We also work in partnership with your university s pastoral care team to ensure you know how to get help and advice when you need it. Good health If you re feeling unwell you can get an appointment with a doctor or nurse at the university s health centre. For out-of-hours health advice, you can call the NHS 111 but always get advice in person from a medical professional if anything persists or you re worried at all. st augustine s house plymouth

24 Health care in the UK In the UK, non-emergencies are dealt with in a surgery by a doctor known as a General Practitioner (GP). You need to register with a doctor before you are treated, so you must do this within the first week of your arrival in the UK. You do not pay to register with or to consult with a doctor. You can register with a GP by going to the doctor s surgery. Names and addresses of doctors can be obtained from Health and wellbeing local contacts GP surgeries in Plymouth Sutherland Road Surgery 44 Sutherland Rd, Mutley, Plymouth Tel: Glendower Surgery 54 Glendower Road, Plymouth, Devon, PL3 4LD Tel: Dr A J Beasley - Tothill Surgery 10 Tothill Avenue, St Judes, Plymouth, Devon, PL4 8PH Tel: Friary House Surgery Friary House, Beaumont Road, Plymouth, Devon, PL4 9BH Tel: Hospitals Derriford Hospital Derriford Road, Plymouth, Devon, PL6 8DH Tel: Royal Eye Infirmary Apsley Road, Plymouth, Devon, PL4 6PL Tel:

25 Dentists Although dental treatment is available on the NHS, it is not always free. You can choose which NHS dentist you want to be registered with (it does not need to be the dental practice closest to your residence), but you need to be registered with a dentist before you receive treatment from them. To find a list of NHS registered dentists see Local dentists in Plymouth Smile Care Cosmetic Centre, 130 North Hill, Plymouth, PL4 8LA Tel: Dental & Implant Centre, 134 North Hill, Plymouth, PL4 8LA Tel: Baxendental, 113 North Hill, Plymouth, PL4 8LA Tel: Other useful contacts Samaritans Student Loans Company Sexual Health Victim Support Alcoholics Anonymous British Pregnancy Advisory Debtline Drugs Advice & Helpline welcome your new community staying safe and secure good house keeping your contract moving out st augustine s house plymouth

26 Keeping yourself and your flatmates safe Close your windows and lock your doors when you go out. Make sure that the door to the building and the door to your flat and study bedroom are kept locked at all times even when you re in. Don t, whatever you do, tamper with, cover, or move any fire safety equipment, you ll put yourself and others at risk and if caught will face eviction. Don t stand by and let others do things that put you at risk. Make sure you know what to do in case of fire and that you comply with any other health and safety regulations. General Safety Keep the main entrance doors locked at all times and do not prop them open Be aware of any strangers on the premises, it will take a while for you to recognise all tenants in the building, but if someone is acting suspiciously, let the accommodation team know, if it s out of office hours then call out-of-hours security on or the police Always lock your bedroom door when you re not in your room, this will ensure that your belongings are safe and secure at all times If your room is at ground level, do not leave your window open when you re not there, always make sure that you put any valuables out of sight and close your venetian blinds so that people can t see in Always carry your keys and fob with you, and never pass them to anyone else. If you re worried about your safety or any security on site, please speak with a member of the accommodation team during office hours, or call the emergency out-of-hours contact on or the police. 26

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28 Fire safety It s vital that you know how to prevent fire and what to do if one happens. Please refer to your fire evacuation procedure notice located on notice boards. 1. Know your escape route, refer to your fire evacuation procedure When you arrive in your new room make sure you know where the nearest fire exit is Read the fire notices dotted around the building Make sure you know where the evacuation assembly point is details of this are located in your room and also in reception Make sure you know where the fire extinguishers are and how to use them instructions are on the fire notices around the building. Only use them if you are competent and confident. In all cases follow your on site evacuation procedure 2. Keep access and fire exits clear If you notice any obstruction to fire exits, please let a member of the team know Bikes must not be kept in your room or in the way of an escape route 3. Know what to do if a fire alarm sounds Refer to your evacuation procedure. Do not use the lifts. Make your way to the evacuation assembly point location details are displayed clearly in your room and at reception. If you have left the building, do not attempt to re-enter until a member of the team or fire brigade have given you permission to do so. Fire alarm The fire alarm system is tested on a weekly basis. Test alarms last no longer than ten seconds. If the alarm lasts beyond this time, please carry out your evacuation plan. 28

29 General fire prevention If the fire alarm activates then you MUST evacuate the building regardless of time of day or adhere to your site specific evacuation procedure. You MUST go immediately to the fire evacuation assembly point Do not misuse any fire fighting/prevention equipment, this equipment is there for your safety and the safety of others in the building and it is essential that it is always in full working order, the equipment in your flat will be checked once a week by the accommodation team. Please do not tamper with any smoke detectors. In the event of tamper, you will have to pay for an engineer to ensure that it is still in full working order, this can cost in excess of 250 for a call out Do not bring furniture into your room or kitchen that has not been pre-approved by the accommodation team, this is to ensure that it complies with Health and Safety standards Do not prop open fire doors NO smoking in any part of the building. And please do not smoke next to the front entrance where people have to walk past. Please do not smoke next to someone s window. Always put your cigarette end in the bins provided Do not let combustible waste build up in your bedroom or kitchen The following items are not permitted due to fire hazard: Chip pans Deep fat fryers Halogen lights Candles and oil burners Fireworks Barbeques And other naked flames welcome your new community staying safe and secure good house keeping your contract moving out st augustine s house plymouth

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31 Clean living Your kitchen None of us like domestic chores, but it s important that your kitchen is kept clean. We ll be making regular checks (don t worry, you ll be told beforehand) and we ll let you know if your kitchen fails any inspection. If you share a kitchen, it s everybody s responsibility to keep it clean and everybody s responsibility if you re issued a charge for lack of cleanliness. Your room It s up to you to keep your room and bathroom clean. We ll be making regular checks (we ll let you know in advance) to ensure they meet our health and safety standard. If they fall below standard, you ll have 24 hours to clean up or risk a charge. Please don t use abrasive cleaning products Please don t use hair/clothes dye in the bathroom Please don t put up posters or pictures unless on your notice board. st augustine s house plymouth

32 Green living Please help us make St Augustine s House a greener place, there are lots of ways that you can make a difference and ensure we re more energy efficient around the development: Lights Always switch off if you re not using a room. Recycle Recycle as many waste items as you can, such as glass, plastics and cardboard. There will be a recycling bin on site please check with the concierge team for its location. Heating Do not leave the heating on AND your window open Be a user Freecycle groups match people who have things they want to get rid of with people who can use them. Find your nearest freecyle group here You can also re-use other people s textbooks and let them use yours for free on sites such as, PaperBackSwap.com as well as buying second-hand books from sites such as Amazon All you have to pay for is shipping. Water Turn off the tap while brushing your teeth to conserve water. And when boiling a kettle, never boil more water than you need to save electricity and water. Reuse paper Before you throw away that halfway printed page or that paper covered in editing marks, how about using the other side for scrap paper? Post-It Notes actually cost money, so you can make your own by cutting up pieces of already used paper. Or you can just use the other blank side to take notes in class. Turn off your computer To reduce the energy consumption of your computer when you re not using it, turn it off. Be thrifty Instead of buying an expensive new outfit or gadget, you can save some cash and help out the environment by shopping at a local charity store. Charity store shopping is just another form of recycling - not only do you get to reuse a unique or vintage item, but you also stop factories from making more items and creating pollution, and that greatly reduces your carbon footprint. 32

33 Spend less time in the shower Reducing your shower time by just two minutes can save water and CO2 emissions by using less electricity to heat the water, as well as conserving water at the same time. Plus you are being considerate to your flatmates by not using all the hot water! Go paperless You probably have a student bank account or credit card and receive a monthly statement for them in the post. Instead of wasting paper, go online and switch to paperless billing. This can save a lot of trees from being cut down. Try reusable shopping bags Instead of cluttering up your apartment with tons of plastic bags from the local supermarket, purchase a couple reusable shopping bags. They can be used for everything, from food shopping, carrying your lunch, books or a laptop. Recycle your old mobile phone Instead of throwing away an old mobile phone when you upgrade, you can recycle it and earn cash back. See to compare recycling sites. Consolidate your hair care products Do you really need to spend double the money on buying shampoo and conditioner, whose containers produce double the waste? Buy 2-in-1 shampoo plus conditioner and check the bottom and see if it can be recycled. Wash clothes at a cooler temperature You can help out the environment by washing your clothes at a cooler temperature. This not only causes less heat damage to your clothing, but it also uses less electricity, which in return produces less CO2. welcome your new community staying safe and secure good house keeping your contract moving out st augustine s house plymouth

34 your contract 34

35 Your contract Your contract is legally binding so please make sure you re clear on its terms and conditions. Here is an overview of some key facts: You are bound to the full contract period if you leave before the contract ends you will not receive a reduction in rent The Collegiate AC team may need access to your room for room inspection; maintenance and repair; and during open days for prospective students. At least 24 hours notice will be given (unless it is impractical to do so) You must pay your accommodation fees on the due dates stated on your contract outstanding debts will eventually be passed on to an external debt collecting agency If you decide to transfer to another room, exchange rooms or leave St Augustine s House, you will be charged an admin fee of 50 Collegiate AC does not accept liability for the loss or damage to any resident s property, whatever the circumstance. Contents insurance with Endsleigh ( is included in your rent. Please refer to your Endsleigh leaflet for upgrade options. If you re unsure of your full legal obligations, please double check your contract agreement. st augustine s house plymouth

36 moving out We hope you enjoyed your stay. 36

37 Moving out Changing rooms If you re unhappy with your room, you can apply to change it at the accommodation office. However, in the first few weeks of term, almost all of our rooms are occupied or allocated to students. So it s very unlikely that we ll be able to arrange a room change within the first two weeks. We d recommend that you try to settle in, get to know your flatmates and get used to your new environment. Experience has shown us that most students settle and make friends in the first few weeks and then don t want to move! If you really feel that you d like to move, you can speak to the accommodation team and we ll do our best to find a suitable room for you as soon as we possibly can. If a room is found, you ll need to pay an admin fee of 50 and sign a new contract. Alternatively, if you find someone to swap rooms with, then you ll each need to pay a 50 admin fee and sign new contracts. Moving out early If you d like to move out before you tenancy ends, you ll need to find an appropriate tenant to move into your room, they ll need to meet the same criteria that was set for you when you applied for the accommodation, e.g. if you re moving out of an all-female flat, then you ll need to find a female tenant to take over; or if you ve been referred by a university under certain criteria, i.e. postgraduate then you ll need to find a postgraduate student to take over. Both of you will need to go to reception to sign the paperwork. Your replacement tenant will need to pay a deposit and any rent due and sign a tenancy agreement and you ll need to pay a 50 admin fee. Leaving your course early Tell a member of the accommodation team as soon as possible and provide written confirmation from your tutor or course administration officer. You ll need to find an appropriate tenant to move into your room (as detailed above). Your replacement tenant will need to pay a booking fee and sign a tenancy contract. You ll need to pay a 50 admin fee. Moving out at the end of your tenancy As a condition of your contract, you ll need to book and meet a member of the team for a check-out inspection. On your last day, your room needs to be clean and clear by 12 noon Please return all keys to reception Please make sure your room and en-suite are clean before you leave. st augustine s house plymouth

38 Protecting your personal information Collegiate AC complies with the Data Protection Act (1998) which governs the use of all personal data we hold and the controls required over its accuracy access and security. Students have the right to privacy of personal data. Access to all student data, whether on paper, computer files or other storage media, is strictly controlled. Our standard response to enquiries about individuals is that information cannot be disclosed without the student s authority. Please note that Collegiate AC s policy regarding confidentiality applies equally to enquiries from parents. For more information about Collegiate AC, visit 38

39 Please note... The information does not cover every aspect of your contractual obligations, and as a resident you are legally bound to the terms set out in your signed tenancy agreement. st augustine s house plymouth

40 plymouth st augustine s house 40 Contact: St Augustine s House Student Residence Address: Alexandra Road, Mutley, Plymouth, Devon, PL4 7EG Telephone: sa@collegiate-ac.com Find us on Facebook facebook.com/staugustineshouse