Outcomes 7 to 10: Pastoral care in tertiary student accommodation

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Outcomes 7 to 10 cover the pastoral care of tertiary students in student accommodation.

It is important to note that the entire Code, including outcomes 7 to 10 apply to tertiary education providers, and the tertiary education provider is responsible for ensuring that student accommodation complies with outcomes 7 to 10.

If you, as a tertiary education provider, work with a third party or external accommodation provider, you are advised to have robust contracts and processes in place to ensure the accommodation provider complies with the interim Code, as any breach will be the responsibility of the tertiary education provider.

We recommend you have oversight of all processes in the Code that relate to student accommodation. This may look like:

  • Information provided to residents by the accommodation provider is produced by or approved by you.
  • Information that is gathered by the accommodation provider is shared with or reported to you. This may result in you taking action when appropriate or ensuring the accommodation provider takes appropriate action as required.
  • The processes and practices put in place by the accommodation provider are approved by you, and you are satisfied they are being followed.

Student accommodation means premises that are exempt under section 5B of the Residential Tenancies Act 1986. This includes halls of residence/apartments/villages and student hostels. It does not include homestays or private flatting/boarding situations.

Outcome 7: A positive and supportive environment in student accommodation

Students have a positive and supportive residential environment that assists with their learning.

Good practice

  • Providers ensure students have a positive and supportive residential environment that meets their needs, including their cultural, social and learning needs.
  • This is demonstrated through evidence of students’ experience of their residential environment. Particular consideration is given to the experiences of Māori students and students from various Pacific Island cultures. First year students, students who may need extra support and diverse or underrepresented groups are also given specific consideration.
  • Providers know and understand the diversity of their students, listen to their students’ experiences and suggestions as to how they might improve the residential environment, and implement appropriate changes in a timely manner, and/or develop an improvement plan that is implemented and tracked.

Process: Information and promotional activities

Informing choices

Interim Code process: 19

Providers must have practices for –
(a) providing clear, sufficient and accurate information to enable prospective residents to make informed choices about the type and nature of student accommodation and services provided.

What this may look like

  • Prospective residents are provided with accurate and clear information on what to expect from the accommodation provider, what accommodation options and additional services are available, and what it would be like to live in that accommodation. This is provided along with other pre-entry material given to prospective students.
  • Consideration is given to what is important for Māori and Pacific residents when providing information about accommodation services to prospective students.
  • Prospective residents are provided with relevant information to help them understand the costs of living in student accommodation, such as information about fees and costs for additional services.
  • Feedback from residents on the information provided is sought and used to improve the quality of information supplied, especially for Māori and Pacific students.

Related processes

Outcome 9

Placing students in accommodation

Interim Code process: 19

Providers must have practices for –
(b) using information provided by prospective residents at the time of application, to help with their appropriate placement into student accommodation and the development of any transition plans that might be necessary.

What this may look like

  • Prospective residents are placed in accommodation that is appropriate for their age, individual needs, and the level of support they require. Information provided by prospective residents is taken into consideration to ensure they are placed in appropriate accommodation where they will be best supported.
  • Students are able to elect to be in accommodation that can cater to their identity, language and culture, including meeting dietary requirements, having alcohol-free spaces, proximity to spaces for prayer or cultural gathering, and being accommodated with others of similar cultural, ethnic or religious background.
  • Plans are developed for residents who require additional support to transition into student accommodation.

Helping residents understand their responsibilities

Interim Code process: 19

Providers must have practices for –
(c) providing information and tools that help residents understand their responsibilities within a communal living environment, including those relating to diversity and difference.

What this may look like

  • A variety of media is used to communicate residents’ responsibilities to them. This may include written responsibilities, house rules, a code of conduct, workshops, presentations and online media used to help residents understand how they can affect those around them and how they can contribute to an inclusive communal living environment.
  • An inclusive environment for all residents, irrespective of their cultural, ethnic, religious, linguistic, socio-economic or academic background, gender identity, sexual orientation, or any other identity they choose to express, is promoted and feedback from residents, is sought to understand how inclusive the environment is for them.

Related processes

Outcome 1

Outcome 5

Outcome 7

Outcome 8

Providing information on wellbeing and pastoral care services

Interim Code process: 19

Providers must have practices for –
(d) providing residents with learning and peer support, and information on –
i. self-care and positive wellbeing; and
ii. how to access pastoral care services on campus and in the community.

What this may look like

  • Residents are provided with information and advice on self-care and positive wellbeing during orientation.
  • Residents know how to, and are supported to, access the pastoral care services that are available on-site, in the community, online or by telephone. Consideration is given to what is important for Māori and Pacific residents when providing information and support to access these services.
  • Feedback is gathered collaboratively with residents, in culturally appropriate ways, to understand where their pastoral needs may not be getting met and where they need additional support. This feedback is used to improve the information provided and the practices for assisting residents to access the pastoral care services they need, and barriers to residents seeking pastoral care services are identified and eliminated.
  • Residents have access to peer support and learning support in the accommodation, on-campus, or online. Māori and Pacific residents have equity of access to peer support and learning support through culturally appropriate and tailored support services and peer support programmes.

Related processes

Outcome 3

Outcome 4

Outcome 6

Emergency and safety information

Interim Code process: 19

Providers must have practices for –
(e) providing residents with information and advice on what action to take in an emergency and the mechanisms for reporting incidents and raising health and safety concerns.

What this may look like

  • Residents are aware of emergency procedures and what action they should take in an emergency, including how to access and use first aid and emergency equipment, such as defibrillators and fire alarms.
  • Fire drills and other emergency drills are conducted as required, and evaluations on how they went are used to improve communications with residents, to ensure they understand and follow procedures.
  • Processes for reporting incidents and raising health and safety concerns are clear, easy to follow, and made known to residents. Residents are encouraged and supported to report incidents and concerns, and barriers that may hinder them reporting incidents or concerns are identified and mitigated.
  • Residents are aware of the processes for how concerns and incidents are dealt with, and how they and other relevant parties will receive notification of the outcome or action taken.

Related processes

Outcome 1

Outcome 7

Resources

  • The Ministry of Education has information and resources for schools to help them prepare and deal with emergencies and traumatic incidents.
  • The New Zealand Police provide and Get Ready have information about what to do in various types of emergencies.

House rules and guideline

‘House rules’ means the rules and guidelines agreed between students and accommodation providers that meet the requirements in Section 5B of the Residential Tenancies Act 1986.

Interim Code process: 19

Providers must have practices for –
(f) having clear, reasonable and accessible house rules and guidelines that promote and encourage–
i. resident safety (including drug and alcohol policies); and
ii. a sense of community and association with fellow students, and
iii. learning and personal growth.

What this may look like

House rules and guidelines are provided to residents in a variety of ways, and remain easily accessible and available for residents to refer to at any time.

House rules and guidelines promote and encourage:

  • resident safety – through policies on health and safety, drug and alcohol use, etc
  • a sense of community and association with fellow students – through setting out residents’ responsibilities within the community of the accommodation and outlining unacceptable behaviour
  • learning and personal growth – through establishing quiet zones/times for study, personal responsibility, self-management, etc.

House rules and guidelines address what is important for the various needs of residents, and are regularly reviewed, including seeking feedback from residents.

Related processes

Outcome 1

Outcome 6

Outcome 7

Outcome 8

Outcome 9

Promoting information

Interim Code process: 19

The information required by this clause must be readily available and promoted to residents.

What this may look like

  • The above information is provided to residents in a variety of ways such as posters in communal areas, in handbooks or guidelines, online, through social media and in person, and in appropriate languages and formats, to meet the needs of residents.
  • Residents know where to access all the above information and where to go to ask questions and get additional information as required.

Process: Accommodation staff

Accommodation staff includes all full-time and part-time staff who are employed or contracted to work within the student accommodation.

Accommodation staff training

Interim Code process: 20

Providers must take all reasonable steps to ensure that -
(a) accommodation staff receive appropriate training for their role, including on –
i. referral pathways (including to local service providers) and escalation procedures; and
ii. timely reporting of incidents or concerns; and
iii. encouraging healthy life-styles for students.

What this may look like

Staff understand:

  • the limits of their role and at what point and to whom they should escalate a health or wellbeing issue
  • how and when to refer residents to internal services or external service providers
  • how to access and use first aid and emergency equipment such as defibrillators and fire alarms
  • the procedures and timeframes for reporting incidents or concerns
  • how to encourage residents to have a healthy lifestyle.

Related processes

Outcome 1

Outcome 3

Outcome 5

Outcome 6

Resources

Information on healthy living is available from the Ministry of Health and Health Navigator New Zealand.

Appropriately experienced accommodation staff

Interim Code process: 20

Providers must take all reasonable steps to ensure that -
(b) the experience of accommodation staff is appropriate for the type and nature of accommodation that is being provided.

What this may look like

  • Staff have the appropriate competencies and skills for the age, cultural background and needs of the residents they work with.
  • This may include being able to communicate well with students and young people, having the experience to deal with unexpected situations that may come up, and understanding tikanga, kaupapa, te reo, ako and te ao Māori, and Pacific customs and protocols.

Related processes

Outcome 9

Fit and proper persons

A ‘fit and proper person’ is defined in the interim Code as ‘a person who is of good character who abides by the laws of New Zealand and elsewhere, and is likely to continue to do so while being employed at a student accommodation as a member of the accommodation staff‘.

Interim Code process: 20

Providers must take all reasonable steps to ensure that -
(c) the accommodation staff are fit and proper persons.

What this may look like

Relevant background checks and police vetting are conducted to ensure accommodation staff are fit and proper persons and checks are regularly updated as appropriate.

Resources

The New Zealand Police has information about the vetting process.

Managerial oversight

Interim Code process: 20

Providers must take all reasonable steps to ensure that -
(d) there is managerial oversight of accommodation staff at all times (24 hours a day, 7 days a week) so that issues can be escalated when they occur.

What this may look like

  • A senior staff member or manager is available and contactable 24/7 by staff in an emergency or when an issue needs escalation, and staff know who to contact and how.
  • Staff understand the types of situations they should escalate to the manager with oversight and when they should use national emergency services (111).

Appropriate level of staffing

Interim Code process: 20

Providers must take all reasonable steps to ensure that -
(e) the level of live-in accommodation staffing provides appropriate oversight and support for residents based on the type and nature of accommodation (for example, a higher level of staffing for halls of residence primarily intended for first-year students).

What this may look like

  • The number of live-in staff is adequate to provide the support and oversight required for the number of residents in the accommodation, allowing for absences due to sickness, planned or unplanned leave, and other scenarios.
  • The ratio of live-in staff to resident is appropriate to the type and nature of the accommodation, with a hall of residence for predominantly first-year students requiring a higher ratio than studio rooms or apartments for more mature students.
  • The number of residents and their ages, backgrounds and known needs are considered when assigning live-in staff members.

Process: Risk monitoring and responsive pastoral care

Meeting residents’ needs

Interim Code process: 21

(1) Providers must have risk monitoring and responsive pastoral care practices, including for -
(a) evaluating the specific needs of residents and planning for how these can be reasonably and practicably met and monitored.

What this may look like

  • Information provided by residents and incidents or situations that occur are evaluated to identify residents with specific needs and to develop plans to meet or monitor those needs.
  • Plans are developed in partnership with the resident who has the need, to ensure the need is appropriately met.
  • Processes are in place to monitor residents with specific needs appropriately.

Related processes

Outcome 3

Proactively offering support

Interim Code process: 21

(1) Providers must have risk monitoring and responsive pastoral care practices, including for -
(b) encouraging residents to disclose health or mental health needs so that the provider can proactively offer them support and resources.

What this may look like

  • Residents are asked about pre-existing conditions in a sensitive and culturally appropriate manner, and barriers to residents disclosing information are identified and eliminated.
  • Issues that are disclosed are assessed and appropriate measures are put in place to ensure appropriate support and resources are provided to residents, including culturally appropriate support and resources.

Related processes

Outcome 3

Nominated contact person

Interim Code process: 21

(1) Providers must have risk monitoring and responsive pastoral care practices, including for -
(c) requesting that residents supply the name and contact details of a nominated person should their wellbeing or behaviour cause concern.

What this may look like

  • All residents are asked for the name and contact details of a nominated person should their wellbeing or behaviour cause concern, and reminded to update the contact details of their nominated person as required.
  • Residents are aware in what situations the nominated person may be contacted. When appropriate, the resident’s consent is sought before any personal information is disclosed, and communications comply with the Privacy Act. Residents under the age of 18 are aware of what will be communicated with their parents/legal guardians.
  • The name and contact details of the nominated person are kept secure and confidential.

Resources

The Privacy Commissioner has information on obligations under the Privacy Act 1993 including exceptions.

Responding to at-risk behaviour

Interim Code process: 21

(1) Providers must have risk monitoring and responsive pastoral care practices, including for –
(d) having clearly defined processes within the student accommodation for referring and responding to instances of resident behaviours that are a risk to self or others.

What this may look like

  • The processes for referring and responding to resident behaviours ensure residents are treated fairly, effectively and are appropriately supported throughout the process, and ensure the cultural safety of residents.
  • Accommodation staff are familiar with the processes and know when and how to respond to concerning behaviour, when to refer a resident and who to refer them to.

Related processes

Outcome 3

Outcome 7

Welfare checks

Interim Code process: 21

(1) Providers must have risk monitoring and responsive pastoral care practices, including for -
(e) having appropriate welfare-checks, including –
i. developing and implementing a welfare management plan for residents assessed as being at risk, which could include referral to external services; and
ii. systems to regularly check that residents continue to be active within their student accommodation and, if a resident is identified as being at risk, developing and implementing a welfare management plan; and
iii. appropriate arrangements for residents under 18 including for effective communication with the parent or parents regarding wellbeing; and
iv. information in the house rules advising that staff members are mandated to enter a resident’s room without permission for safety and health reasons.

What this may look like

  • A welfare management plan is developed for at-risk residents, detailing how the resident’s welfare will be monitored and what action will be taken should concerns arise, including escalation or referral to external services. The plan is developed in partnership with the resident, where possible, and takes into consideration the cultural and other needs of the resident.
  • Systems to regularly check that residents continue to be active within their student accommodation are in place and help to identify residents who are at risk. Where a resident is identified as being at risk, a welfare management plan is developed and implemented.
  • Residents under the age of 18 have appropriate arrangements in place to ensure their welfare, including a communication plan detailing what will be communicated with parents/legal guardians, the frequency of communications, and what additional communications may be required in the case of an emergency or concern.
  • Information is included in the house rules advising residents that staff members can enter a resident’s room without permission for safety and health reasons.

Related processes

Outcome 3

Outcome 7

Outcome 8

Outcome 9

Co-ordinated information channels

Interim Code process: 21

(1) Providers must have risk monitoring and responsive pastoral care practices, including for -
(f) having co-ordinated information channels across the provider to link emerging concerns about residents’ wellbeing or behaviour so that they can be connected quickly to the appropriate student services.

What this may look like

  • Processes are in place to appropriately share information across student accommodation, academic and student services where there are concerns about a resident’s wellbeing or behaviour, in order to connect them with the appropriate support services.
  • This may include monitoring attendance in lectures, tutorials and other classes, and monitoring academic performance, with sudden or unexplained changes being followed up with support and advice as required.
  • Reporting across the information sharing system is consistent. There are clear protocol and thresholds for sharing information and referring residents to appropriate services, which are in accordance with the principles of the Privacy Act.

Related processes

Outcome 3

Critical incident and emergency procedures manual

Interim Code process: 21

(1) Providers must have risk monitoring and responsive pastoral care practices, including for –
(g) keeping a critical incident and emergency procedures manual (specific to the student accommodation) which guides staff involved in an incident for –
i. the immediate actions required; and
ii. the follow-up de-briefing process to support students and staff.

What this may look like

A critical incident and emergency procedures manual for the student accommodation is available and kept up to date, and includes:

  • processes for staff to follow in a critical incident or emergency that are specific to the accommodation and cover the immediate actions staff should take and any follow-up actions
  • processes for connecting with external service providers, police, hospitals, relevant government agencies, etc. as required
  • debriefing processes to support residents and staff following a critical incident or emergency, including culturally appropriate support and victim support as needed, and harm reduction interventions.

Related processes

Outcome 1

Outcome 7

Resources

  • NZQA’s international Code of Practice toolbox includes critical incident plans and advice.
  • The Ministry of Education has information and resources for schools to help them prepare and deal with emergencies and traumatic incidents. Although aimed at schools, this information can also be of use for tertiary education providers.
  • Victim Support is an incorporated society that provides free emotional support to help victims of serious crime and trauma. Victim Support can be contacted by phone at 0800 842 846.

Reviewing and updating

Interim Code process: 21

(2) The practices described in sub-clause (1) must be regularly reviewed and updated to ensure that they remain relevant and fit for purpose.

What this may look like

The required practices are regularly reviewed and updated. The review process incorporates feedback from residents, including Māori and Pacific residents, and accommodation staff to ensure the practices meet the needs of residents and staff.

Outcome 8: A supportive residential community

Students in student accommodation live in a communal environment that promotes healthy living and social wellbeing.

Good practice

  • The student accommodation provides a communal environment where students experience healthy living and social wellbeing.
  • This is demonstrated through evidence of students’ experience of their social and physical wellbeing in their accommodation environment. Particular consideration is given to Māori students and students from various Pacific cultures. First year students, those who may need additional support, and diverse or underrepresented groups are also given specific consideration.
  • Providers know and understand the diversity of their students, listen to their students’ experiences and suggestions as to how they might improve the communal environment, and implement appropriate changes in a timely manner, and/or develop an improvement plan that is implemented and tracked.

House rules

Interim Code process: 23

Providers must take all reasonable steps to create a communal environment in student accommodation that promotes health and social wellbeing, and encourages study and learning by –
(a) establishing reasonable house rules.

What this may look like

House rules are established that are reasonable, culturally appropriate, and acceptable to residents.

House rules promote and encourage:

  • a sense of community and association with fellow students, through setting out residents’ responsibilities within the community of the accommodation and promoting a culture of inclusiveness and caring
  • the health and social wellbeing of residents, through rules about residents holding social events, alcohol and drug use, and safety
  • an environment of study and learning.

Related processes

Outcome 7

Outcome 9

Health promotion

Interim Code process: 23

Providers must take all reasonable steps to create a communal environment in student accommodation that promotes health and social wellbeing, and encourages study and learning by –
(b) supporting health promotion activities.

What this may look like

  • Residents are advised on making healthy choices and given information about health and how to maintain a healthy lifestyle. Activities are organised that promote health and healthy lifestyles, and residents are encouraged to participate.
  • Relevant services that are available on-site, in the community, online or by telephone are promoted. These may include services such as health services, alcohol, drug and addiction services, counselling and mental health services, and sexual health services.
  • Health service providers are consulted so residents receive appropriate information about how to access their services, and where appropriate, invited to promote their services to residents.

Related processes

Outcome 3

Outcome 6

Resources

  • The Health Promotion Agency promotes health and wellbeing, encourages healthy lifestyles, and offers a large range of information and support.
  • Te Rau Ora strengthens Māori health and wellbeing.
  • Le Va works alongside the services and people who deliver health and wellbeing services to develop flourishing Pasifika communities who are reaching their full potential.

Responsible behaviour and academic success

Interim Code process: 23

Providers must take all reasonable steps to create a communal environment in student accommodation that promotes health and social wellbeing, and encourages study and learning by –
(c) promoting responsible social behaviour and academic success.

What this may look like

  • Residents are aware of their responsibilities within the residential community, and responsible social behaviour, including acceptance and inclusiveness, is actively promoted.
  • A culture of academic achievement is encouraged in the residential community and residents are encouraged and supported to establish study groups to support their learning and respect quiet study zones or times, where applicable.
  • Māori and Pacific residents’ perspectives contribute to establishing a supportive learning environment and inclusive residential community that addresses what is important for them.

Related processes

Outcome 1

Outcome 4

Outcome 5

Outcome 7

Cultural needs

Interim Code process: 23

Providers must take all reasonable steps to create a communal environment in student accommodation that promotes health and social wellbeing, and encourages study and learning by –
(d) meeting the cultural needs and aspirations of all groups.

What this may look like

  • The residential community meets the cultural needs and aspirations of residents. This may include having culturally appropriate spaces and conventions and appropriate areas for residents to practice their religion or culture.
  • The residential community is an inclusive environment where residents are free from racism and discrimination, connected to cultural networks, and able to express their culture.
  • Feedback from residents, especially Māori and Pacific residents, is sought to ensure their cultural needs and aspirations are being met, and improvements are made in response to feedback.

Related processses

Outcome 5

Developing community

Interim Code process: 23

Providers must take all reasonable steps to create a communal environment in student accommodation that promotes health and social wellbeing, and encourages study and learning by –
(e) developing appropriate initiatives guided by students to build a sense of community.

What this may look like

  • Activities and programmes that build a sense of community and promote safe peer support are developed in partnership with residents. This may include workshops on practical skills for residents, and culturally appropriate activities and programmes.
  • Residents are encouraged and enabled to organise and hold their own events for the residential community, as appropriate.
  • Common space in the accommodation is designed to promote a sense of community and residents have input into how common spaces are designed and used.

Related processes

Outcome 1

Outcome 5

Outcome 7

Outcome 9: Accommodation plans, administration and operational policies

The pastoral care needs of residents are met through effective student accommodation contracts and practices of providers.

Good practice

  • The provider has contracts and practices in place that ensure the pastoral care needs of residents are met. This includes contracts between the accommodation provider and residents, as well as any contracts, practices or agreements between the tertiary education provider and accommodation provider(s) or other suppliers.
  • Residents’ feedback on their experience of pastoral care in their accommodation environment is sought, with particular consideration given to the experiences of Māori students and students from various Pacific Island cultures. First year students, students who may need extra support, and diverse or underrepresented groups are also given specific consideration.
  • Providers know and understand the diversity of their students, listen to their students’ experiences and suggestions as to how they might improve their contracts and practices to ensure better pastoral care, and implement appropriate changes in a timely manner, and/or develop an improvement plan that is implemented and tracked.

Process: General principles

Alignment with wider pastoral care

Interim Code process: 25

Providers must ensure that the pastoral care needs of students in student accommodation are met through clear, reasonable and effective practices that include –
(a) a statement of intent or mission statement, which refers to this code and how it aligns with the wider pastoral care approach of the provider.

What this may look like

The student accommodation has a statement of intent or mission statement that:

  • outlines its approach to providing student accommodation
  • shows how its pastoral care approach aligns with the interim Code and with the wider pastoral care approach of the tertiary education provider
  • includes an equity focus regarding Māori and Pacific residents.

Feedback from residents is sought to ensure their pastoral care needs are addressed in the statement of intent or mission statement.

Human resource strategy

Interim Code process: 25

Providers must ensure that the pastoral care needs of students in student accommodation are met through clear, reasonable and effective practices that include –
(b) a human resource strategy that includes –
i. job descriptions that clearly describe the role of accommodation staff in relation to the pastoral care of students; and
ii. relevant competencies and attributes that accommodation staff must demonstrate to be able to fulfil that role; and
iii. the availability of support services to accommodation staff.

What this may look like

  • The human resource strategy includes in-depth job descriptions clearly outlining the roles and responsibilities of accommodation staff, including expectations, boundaries and limitations.
  • Each role has a clear job description that includes the type and extent of pastoral care expected in that role, and the competencies and attributes required for that role. This may include understanding tikanga, kaupapa, te reo, ako and te ao Māori, and Pacific customs and protocols.
  • The human resource strategy outlines the approach to ensuring the wellbeing of accommodation staff, including having support services available.

Related processes

Outcome 7

Resources

EAP Services Limited delivers support to employees whose workplaces are registered.

Process: Student accommodation contracts and self-evaluation

Student accommodation contracts

Interim Code process: 26

(1) Providers must ensure that student accommodation contract with a resident –
(a) is clear and concise; and
(b) sets out the responsibilities of the provider and the resident; and
(c) advises residents of the requirements for –
(i) information sharing across the provider; and
(ii) the regular processes for checking on residents; and
(d) is reviewed and updated from time to time to ensure it remains fit for purpose in relation to pastoral care matters, taking into account the views of students and their representative bodies; and
(e) sets out the deposit, bond components, fees, refund policy and penalties; and
(f) sets out the complaints and disciplinary process.

What this may look like

  • The student accommodation contract with a resident meets requirements (a) – (f) as described in the interim Code. It also meets general legal requirements such as fair trading and consumer guarantees acts and is consistent with good practice for contracting.
  • The contract is regularly reviewed and updated. The review process incorporates feedback from students, including Māori and Pacific students, and student representative bodies to ensure the contract is fit for purpose and meets the pastoral care needs of residents.

Related processes

Outcome 7

House rules

Interim Code process: 26

(2) Providers must provide prospective residents with a copy of the house rules before they sign the accommodation contract.

What this may look like

Prospective residents receive a copy of the house rules before they are asked to sign an accommodation contract and understand that by signing the contract they are agreeing to the terms in the contract as well as the house rules.

Related processes

Outcome 7

Outcome 8

Complaints

Interim Code process: 26

(3) Providers must keep a written log of accommodation complaints received alleging a breach or breaches of this code.

What this may look like

  • All complaints regarding accommodation, including complaints about catering, cleaning, and the condition of the accommodation and facilities are logged as soon as practicable. The complaints log is kept up-to-date and includes details such as the date, the nature of complaint or alleged breach, names of affected parties, action taken and outcome or resolution.
  • Trends, patterns or areas of concern identified in the complaints log are noted and followed up appropriately.
  • The log is kept securely in digital form or on paper, and the privacy of people named is protected appropriately.

Related processes

Outcome 6

Regular review

Interim Code process: 26

(4) Providers must regularly review the accommodation practices with reference to the requirements in this code, to ensure that they remain fit for purpose.

(5) A review under sub-clause (4) must –
(a) be carried out annually;
(b) include feedback from residents, accommodation staff, and relevant student representatives and student bodies.

What this may look like

  • The accommodation practices are reviewed annually to ensure they are fit for purpose, relevant, and comply with the requirements in the Code.
  • The review process incorporates feedback from residents, including Māori and Pacific residents, student representatives and student bodies, and accommodation staff to ensure practices meet the needs of residents and staff.

Related processes

Outcome 6

Follow up action

Interim Code process: 26

(6) Providers must, within a reasonable time following a review under sub-clause (4), take appropriate action to–
(a) address any deficiencies in accommodation practices; and
(b) ensure that the accommodation practices are fit for purpose.

What this may look like

  • Action is taken in a timely manner following a review of accommodation practices to address deficiencies identified and, where appropriate, develop an improvement plan.
  • The feedback received as part of the review is incorporated appropriately into accommodation practices to ensure the practices are fit for purpose, improve the experience for residents and staff, and are culturally appropriate.

Outcome 10: Building facilities and services

Student accommodation facilities and services are maintained to a standard sufficient to support residents’ social, mental and physical wellbeing and educational success.

Good practice

  • The accommodation facilities and services comply with all relevant legislation, regulations and codes.
  • Residents’ wellbeing and educational success is supported, as demonstrated through evidence of residents’ experience of the services and facilities in their accommodation. Particular consideration is given to the experiences of Māori students and students from various Pacific Island cultures. First year students, students who may need extra support, and diverse or underrepresented groups are also given specific consideration.
  • Providers know and understand the diversity of their students, listen to their students’ experiences and suggestions as to how they might maintain the accommodation facilities and services to support residents’ wellbeing and success, and implement appropriate changes in a timely manner, and/or develop an improvement plan that is implemented and tracked.

Communal spaces

Interim Code process: 28

Providers must ensure that student accommodation –
(a) has appropriate and sufficient communal spaces for social interaction and for resident activities.

What this may look like

  • Common space in the accommodation is designed to promote a sense of community and encourage social interaction and activities. It has suitable open and communal spaces for residents to sit, study, eat and meet, and appropriate and adequate space for running activities for residents.
  • Residents have appropriate spaces for holding their own events and activities such as social, cultural and interest groups.
  • Feedback from residents is sought to ensure there is enough communal space and it meets residents’ needs.

Related processes

Outcome 1

Outcome 5

Responding to diverse needs

Interim Code process: 28

(1) Providers must ensure that student accommodation –
(b) responds to the diverse needs and aspirations of residents.

What this may look like

  • The student accommodation meets the needs and aspirations of residents. This may include having culturally appropriate spaces and conventions, appropriate areas for residents to practice their religion or culture, and areas and facilities to meet residents’ physical and social needs.
  • Feedback from residents, including Māori and Pacific residents, is sought to ensure their specific needs and aspirations are being met, and improvements are made in response to feedback. Obstacles for particular groups of residents are identified and minimised.

Related processes

Outcome 5

Outcome 8

Helping students experiencing difficulties

Interim Code process: 28

(1) Providers must ensure that student accommodation –
(c) responds to the needs of a student experiencing difficulties and, where practicable, is adjusted as necessary to address those difficulties.

What this may look like

  • Accommodation staff identify residents who are experiencing difficulties, whether due to a disability, injury, illness, event, personal circumstance, or any other cause. Support is given to the resident experiencing difficulties, and where possible, adjustments are made to the accommodation or practices to address those difficulties.
  • Feedback is sought from residents to understand where they are experiencing difficulties and what additional support they need or what changes need to be made.

Maintaining comfort and conduciveness to study

Interim Code process: 28

(1) Providers must ensure that student accommodation –
(d) is maintained in a manner that is secure, comfortable, and is conducive to study and a variety of learning styles.

What this may look like

  • Student accommodation is well-maintained and comfortable, and appropriate measures are in place to ensure the accommodation is secure and residents are safe.
  • Consideration is given to what residents say is important for them in their accommodation, and in particular what is important for Māori and Pacific residents.
  • Spaces for group and individual study are provided and, where appropriate, quiet study zones or quiet times for study are reserved and enforced.

Related processes

Outcome 1

Services and facilities

Interim Code process: 28

(1) Providers must ensure that student accommodation –
(e) provides utilities, services and other facilities that are adequate and appropriate for the character and size of the residential community (for example, catering, internet access, laundry, computers, leisure, cleaning).

What this may look like

  • Enough utilities, services and other facilities are provided for the number of residents, and they are appropriate for the type and nature of the accommodation.
  • Feedback is sought from residents, including Māori and Pacific residents, to ensure the utilities, services and facilities provided meet their needs and are adequate. Shortfalls are addressed.

Insurance cover

Interim Code process: 28

(1) Providers must ensure that student accommodation –
(f) has appropriate insurance cover.

What this may look like

The insurance cover for the student accommodation adequately covers material damage, business interruption and liability, and is with an appropriate licenced insurer.

Adequately funded

Interim Code process: 28

(1) Providers must ensure that student accommodation –
(g) is funded adequately to carry out the statement of intent or mission statement, including repairs, replacement and improvements.

What this may look like

The student accommodation has enough funding to carry out its purpose and its approach to providing student accommodation and associated support, including pastoral care, as described in its statement of intent or mission statement. It also has enough funding to carry out repairs and maintenance, replacing and upgrading assets and services as required, and making improvements.

Financial accountability

Interim Code process: 28

(1) Providers must ensure that student accommodation –
(h) has adequate and appropriate controls in place to ensure accountability for financial processes including –
i. providing receipts for all financial transactions with the resident, and
ii. providing residents with up-to-date information on what they owe to the accommodation provider.

What this may look like

  • The student accommodation has sound financial processes in place that include providing receipts for all financial transactions and providing up-to-date information on what residents owe to the accommodation provider.
  • Appropriate financial controls are in place to adequately monitor and control the direction, allocation, and usage of the accommodation’s financial resources. The student accommodation is accountable for the use of its financial resources, and reports on its financial performance appropriately.

Maintenance

Interim Code process: 28

(2) Providers must ensure that any alterations, maintenance and repairs to student accommodation are undertaken as quickly as possible and in a manner that minimises interference with the quiet enjoyment of the residents.

What this may look like

Alterations, maintenance and repairs to student accommodation are done as quickly as possible and in a way that minimises the inconvenience and disruption to residents in their living environment.

 
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