Damages Procedures

Information about how we respond to damage that is caused in the halls of residences and associated areas, e.g. common rooms, launderettes and grounds.

We understand that damages happen, whether through general wear and tear, accidentally or occasionally, deliberately. While it’s not our policy to charge for things that are damaged through general wear and tear, it is necessary for us to charge to repair any damage caused by other means, so that we can keep Keele’s facilities in good condition for all current and future students. 

We need your help to make sure that everything is in working order throughout the year, and encourage you to report any repairs that are needed as soon as they occur during your stay with us.

What happens if damage is identified? 
  1. When an area of damage is identified, either by a student or member of staff, it will be repaired for free if it is the result of general wear and tear. If we have reason to believe the damage is caused by other means, we will take a photograph of the damage, add a damage charge onto your account, and notify you by email from accommodation@keele.ac.uk.
  2. You will then have 7 days to appeal against any charges by simply replying to the email we send you with your reasons for the appeal. This will be passed to our Residence Life team to investigate further on your behalf. Please note that if you do not respond within 7 days, we will not be able to investigate your appeal and the charge will stand.
  3. Where possible, this charge is taken from the deposit you made when you paid your advance payment.
  4. You can view Damage Charge Prices here. Larger items such as carpets can fluctuate in price, depending on the size of the room and, for these, we will get three quotes and use the one that represents best value for money for the University. You can request a copy of these quotes if you wish. Damage will then be repaired as soon as possible.
  5. If you are unhappy with the outcome of any investigation, you can contact the Head of Residence Life by emailing student.services@keele.ac.uk.

You can find out more about how we respond to damage to particular areas in the dropdown boxes below.

  • If you have an accident and cause some damage within your bedroom, please report it on the Self-service Portal using our ‘request a repair’ form, and we will arrange for the repair. If the damage is not as a result of wear and tear, the damage charge will be added to your account and you will receive notification of this via email from the Accomodation team.
  • We also regularly inspect rooms and if we notice damage in your bedroom, we will arrange for the repair. If the damage is not as a result of general wear and tear, the damage charge will be added to your account and you’ll receive notification of this via email from the Accomodation team. As outlined above, you will have 7 days to appeal against any charges by simply replying to the email we send you with your reasons. This will be passed to our Residence Life team to investigate further on your behalf. If you do not respond within 7 days, please note that we will not be able to investigate your appeal and the charge will stand.
  • Please note that you are responsible for damages caused within your own bedroom.
  • The purpose of the investigation of damages made within your bedroom is to identify if the damage can be attributed to reasonable wear and tear.
  • If reasonable wear and tear is established, then the damage charge will be removed from your account.
  • If wear and tear is not identified, then the cost of the damage will remain on your account.
  • To allow us to repair damage as quickly as possible, you may be asked to vacate your bedroom whilst work is carried out. If this is necessary, you will need to pack your belongings and tidy your room so that nothing is affected by the work.
  • If you have an accident and cause some damage within one of your communal areas, please report it on the Self-service Portal using our ‘request a repair’ form and we will arrange for the repair. If the damage is not as a result of wear and tear, the damage charge will be added to your account, and you will receive notification of this via email from the Accommodation team.
  • We regularly inspect communal areas and if we notice damage in your kitchen or another communal area, we will arrange for the repair. If the damage is not as a result of wear and tear, the damage charge will be divided equally between the students who have use of the communal area, added to each account and each student will receive notification of this via email from the Accommodation team. As with other damage charges, you will have 7 days to appeal any damage charges by simply replying to the email we send you with your reasons. This will be passed to our Residence Life team to investigate further on your behalf.
  • The purpose of the investigation of damages made to communal areas is to identify if the damage can be attributed to reasonable wear and tear. If the damage cannot be attributed to wear and tear, we will attempt to reasonably identify those responsible for the damage. If individuals are reasonably identified, then the cost of repair or replacement will be charged to them.
  • If individuals are not reasonably identified and/or damage cannot be attributed to wear and tear, then the cost of the damage will continue to be divided up between the residents who have access to the area affected.

Top tips:

  • Only use your notice board to attach items to the wall.
  • Avoid sticking LED lights onto walls – they may look nice but when you take them down, you may find that it damages the paintwork (which incurs a charge).
Contents insurance

Please also remember that you have contents insurance which you may be able to use for damages to your own belongings. Find out more on this web page.  

Deposits and damage

When you accept your accommodation contract, your advance payment includes a £150 deposit. This is held during your stay with us in case you are responsible for any damage caused, or additional cleaning needed, in your accommodation when you move out.

If you will not be living on campus next year, any remaining balance of your deposit will be refunded to you within 28 days of the end of the occupancy period. To receive it, please ensure you have completed the ‘Provide your bank details for refund’ section on e:Vision. If you will be living on campus next year, the remaining balance of your deposit will be carried forward.