Housing FAQ

 

Metrogate portraitYou probably have questions about what your living situation will be like while you are in London. We've answered many of the frequently asked questions about the following topics below:

 

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HEALTH AND SAFETY FEATURES IN OUR STUDENT RESIDENCES

The US and the UK have different rules, codes, and policies in regards to fire prevention, health, and safety. Please see our statement below on current facilities and procedures in our student residences halls. 

Our FIE facilities (Foundation House, Metrogate House, and student residences) either meet or, more often, exceed the requirements and recommendations of not only the UK health and safety laws but also ANUK, the national accreditation network for tenants, landlords, and housing providers.

With regards to fire safety, due in some part to the historical structure of the building, our student residences do not have sprinkler systems. However, all kitchens are provided with fire extinguishers and fire blankets, which are checked weekly by our Facilities Team. Additional fire extinguishers are located throughout our facilities, along with fire call points and alarms/sensors. The alarm system is checked weekly and FIE runs a full residence evacuation drill in our housing (students leaving the residence) during the spring and fall semesters, with our average evacuation time under the recommended times. Our Residence Life and Facilities Teams participate in these drills and are additionally trained in Fire Marshal and First Aid skills. The evacuation route for each residence is stated during the Residence Life Supervisor’s Welcome Meetings (generally conducted the night of arrival) and a more thorough coverage of health and safety rules and regulations is done during the Housing Orientation.

 

 Accreditation, Inspections & Training Fire Safety and Prevention Testing and Servicing  Security

 

ANUK Accreditation Network

  • All FIE Buildings are accredited by the Nation code of standards for larger student developments 2017.

Health and Safety Inspections

  • Conducted in all buildings on a weekly basis.  The inspections include fire extinguishers, fire blankets, call points and sounders.
  • All corridor and kitchen doors and emergency lighting is checked on a monthly basis.

 Training

  • Health and Safety, First Aid and Fire Marshall training is conducted periodically.

 

 Fire Risk Assessment

  • The Fire Risk assessment is checked and updated as and when required.
  • Fire Drills and conducted two times per annum.
  • Evacuation plan is displayed throughout the buildings.
  • Building floor plan is displayed in the entrance of each building.
  • Fire extinguishers are located in corridors common areas, fire extinguishers and fire blankets are located in the kitchens and serviced annually.

 Fire Alarm Panel System

  • All fire panels in the buildings are fully addressable (shows location).
  • Smoke detectors located in rooms, all common spaces, and corridors.  Heat detectors and door magnets are located in all kitchens (kitchen doors will close when the alarm is sounded).
  • All Fire Panels are connected to the Emergency phone, the FST are alerted when the smoke/ heat detector is activated.
  • The fire alarm panel is serviced and maintained quarterly per annum. 

 Building Materials

  • All building materials used in renovations are fire-rated

 Escape Routes

  • Escape routes have emergency lights which are tested monthly and quarterly
  • Escape routes are clearly signposted with illuminated signs.
  • Escape routes are checked weekly and kept clear at all times

 

 Electrical Testing

  • Portable Appliance Testing (PAT) All electrical appliances and equipment are tested annually in each building; stickers are displayed on each item.
  • Electric Installation Testing (BS7671) All electrical systems within the building are tested every 5 years.  This would include main intake position, wiring, fixed appliance testing, fixed equipment, fixed machine, hard wiring, electrical wiring, fixed wiring testing, mains, circuit or insurance testing. 

 Boilers

  • All hot water and heating system boilers are serviced annually and gas safety certificates are provided and displayed on the main notice board in each building.
  • Carbon monoxide detectors are placed near the boilers in each flat.

  Lift Safety

  • Lifts (elevators) in Foundation House and Metrogate House are inspected and serviced on a monthly basis, in addition to annual external inspections. 

 

 CCTV

  • 24-hour closed circuit TV is in operation within the public areas of all residences

 Entry into FIE Buildings

  • Metrogate: All exterior doors have a secure entry code, given to students during Orientation. Students are provided two keys; one to their flat and one to their bedroom.
  • Hyde Park Gate, Queen's Gate, Manson Place: Entry to the building is with a key. Students are also given a key to their flat door and bedroom door.
  • Foundation House: Entry is by secure entry code, provided to students at Orientation. 

 Staff

  • Members of our Facilities Support Team are on-site and available during emergencies 24 hours a day, 7 days a week.
  • The Metrogate front desk is manned 24/7 and answers the emergency lines used by all FIE London students.
  • A Residence Life Supervisor (RLS) is on call at all times.
  • RLS live in each student residence
  • Emergency telephones are monitored at all times.
  • Two emergency numbers are provided in case the provider of one goes down.

 

 London Emergency Numbers

  • +44 (0)20 7808 0131
  • +44 (0)20 7589 0728

 

 


BEFORE YOU GO

  • When will I find out about my housing placement?

    • You will be notified of your housing allocation approximately 30 days prior to your arrival.

  • Can I move into housing early?

    • Your housing is available for the duration of your program only and FIE cannot provide for early arrivals or late check outs

  • What time can I check in/out?

    • Check-in: 2 pm* and Check out: 12 pm*. Please note times are subject to change and your confirmed time will be received 30 days prior to your arrival.
  • Where do I check in?

    • Check-in generally takes place at Metrogate House. The Facilities Support Desk is covered 24-hours a day.
  • Are towels and bed linen supplied?

    • Towels are not supplied, so expect to bring your own or purchase a towel in London. High Street Kensington, a 10-minute walk from FIE student residencies, offers a number of shops. Marks and Spencer's and Argos are two of the best shops for towels. Keep in mind the time that you will be arriving as most shops close around 6 pm, so have at least one towel with you for your first couple of days. Bed linens and toilet paper are supplied once a week on Thursdays. Linen will not be changed on the first and last week of your stay.


FACILITIES QUESTIONS

  • Are there computer facilities in my building?

    • All residences are equipped with wifi (100Mbps). Computer facilities with printers and scanners are located at Metrogate and are accessible 24/7.

  • Are there laundry facilities?

  • Are there RAs in the building?

    • Yes, Residence Life Supervisors (RLS) are on-site in each residence hall. Find out more on our Residence Life pages.

  • Apart from flatmates who else has access to my flat/room?

    • Generally the Maintenance Team, Facilities Team and the Residence Life Supervisors. In addition, there are weekly Health & Safety Checks. If additional access is required, you will receive an email from the FIE team member.


MAINTENANCE QUESTIONS

  • How do I report maintenance issues?

    • Submit the Housing Maintenance Form. Requests submitted on or after 5 pm will be dealt with on the next working day (Mon – Fri). The QUICKEST way to submit a request is to fill out the form as it goes to the Facilities Support and Maintenence Team who can respond quickly. Emailing This email address is being protected from spambots. You need JavaScript enabled to view it. just means your email will get forwarded to the above teams and you will experience a longer delay. 

  • What is the emergency maintenance reporting procedure?

    • Dial our 24-hour emergency line: +44 (0) 207 808 0131 - if you are living at Hyde Park Gate, Metrogate House, Manson Place or 123 Queen's Gate, you can also dial 5131 from your flat or room phone. 

  • What are the housekeepers' responsibilities?

    • Housekeepers will clean kitchens daily and mop and vacuum rooms weekly. Housekeepers will not wash dishes or make beds. You are responsible for taking out the trash in your flat and room. Please refer to the cleaning schedule on the notice board of your flat. 

  • Who washes the bed linen?

    • Our laundry company washes the bed sheets and pillow case covers. You must place the bed sheets inside the pillow case covers and leave them outside of your room on Thursday morning. Linen will be replaced in the afternoon. You are expected to wash your comforter/duvet covers as needed.

  • What if I run out of toilet paper?

    • You are supplied with one roll per week. If you need additional toilet paper, you will need to supply it

  • What happens if my lose my keys?

    Please make sure NOT to lose your keys. If you do lose the key to your building and/or flat, a replacement key will need to be ‘purchased’ by way of donation to Cancer Research UK. Upon receipt of the appropriate online donation, students will be provided with replacement keys by the Facilities Team.

    Over £1200 was collected in 2016 through replacement key charges. We hope this initiative encourages students to keep their keys safe, but if not, that the money required to replace them goes to a charitable cause. 


MAIL


PHONES

Applicable to students living at Hyde Park Gate, Metrogate House, Manson Place or 123 Queen's Gate

  • Can I make outgoing calls from the landline phone in my room?

    • Telephones accept incoming calls. For outgoing local and international calls, a calling card must be purchased. International phone cards can be purchased at any local newsagent, local markets on Gloucester and Cromwell Rd, as well as supermarkets such as Sainsbury's and Waitrose on Cromwell Rd. Please note that phone cards purchased in the US may not work abroad. Dial the toll-free number on your card and follow the instructions. Free phone numbers can be called, such as 0800 and 0845. Internal calls can be made by dialing the extension number. You can identify the phone number for your room by dialing *88 in which case a recorded message will identify your number.

  • How do I access voicemail on my landline phone?

    • By default, if you have any messages waiting for you, your telephone will call you back after you next make or receive a call. This facility is called Voicemail Ring back.

      • To turn on Voicemail Ring back: Dial *48

      • To turn off Voicemail Ring back: Dial *49

    • Additional voicemail commands

      • To collect Voicemail messages Dial *17

      • To turn Voicemail on Dial *18

      • To turn Voicemail off Dial *19