Policies and Procedures

Appeals Procedures

Where a fine/charge/deduction has been imposed or a license has been revoked the resident has a right to an appeals process.

An appeal should be submitted within the specified timeframe and should be submitted on the official appeal form as below.

• Booking Deposit Appeal
• Deposit Deduction Appeal
• Personal Property Damage Appeal
• Fee/Charge/Fine Appeal 
• Discipline Appeal

Booking Deposit Appeal

If a deposit has been held due to cancellation of accommodation, either before or during occupancy, and the resident has a query/feels there are extenuating circumstances they should contact Residence Finance by email (opens in a new window)residencefinance@ucd.ie quoting their student number. UCD Residences will provide clarification on the reason for any deductions. If a resident is not satisfied with this information they can appeal the decision.  The appeal must be lodged with Residence Finance within 30 days of the date the cancellation was received.

Booking Deposit Appeal Form

Deposit Deduction Appeal

At the end of the license period rooms and apartments are checked and any damage or cleaning is compared against the inventory submitted on check in. If there are damaged items or cleaning required the cost of this is deducted from the residents deposit.

Residents will be sent an email advising them of the amount to be refunded. If they are unhappy with the deposit refund they should contact (opens in a new window)residencefinance@ucd.ie outlining their student number, where they lived and their query with regard to the deduction. UCD Residences will investigate and provide the resident with detail on the reason for the deduction. If the resident is still unsatisfied with the deduction an appeal form can be lodged using the form below. The appeal must be lodged with UCD Residences within 30 days of the student being informed of the deposit refund value.‌

Deposit Deduction Appeal Form

If you suffer any damage to your personal property while in UCD Residences as a result of maintenance or social issues, then you can log an appeal form.

Please fill out the following form and send it to (opens in a new window)residencefinance@ucd.ie

Property Damage Appeal Form

Where a fine or a charge is applied to a residents account, e.g. late payment fee, lockout charge etc., a resident has a right to appeal. If a resident has a query about a fine or charge they should email (opens in a new window)residencefinance@ucd.ie quoting their student number and information on the charge they believe to have been applied in error. The residence finance team will investigate and provide the resident with information on the reason for the fine/charge. If the resident is still unsatisfied with the fine/charge they can lodge an appeal using the form below. The appeal must be lodged with Residence Finance within 30 days of the student being informed of the decision.

This form should also be used should a resident feel they have paid for a service they have not received. Again they should email (opens in a new window)residencefinance@ucd.ie with information on the issue and Residence Finance will investigate. If the resident is unsatisfied with the outcome of the informal investigation they should lodge an appeal using the form below. This form should be lodged within 30 days of the student being informed of the outcome of the investigation.

Fee/Fine/Charge Appeal Form

Where a fine has been imposed or a licence has been revoked, the resident has a right to an appeals process. There is a choice of the following appeals processes.  

CATEGORY 1 APPEALS

Any Sanction made by the Management of UCD Residences (Category 1) may be appealed in writing to UCD Estates Services within 7 days of the Sanction. The decision of UCD Estates Services shall be final.

CATEGORY 2 and CATEGORY 3 APPEALS

You may appeal as follows if You are unhappy with a Sanction imposed upon You:

Any Sanction made in the first instance by UCD Estates Services (Category 2) may be appealed via the UCD Student Appeals process, found here: https://www.ucd.ie/secca/studentappeals/

Any Sanction arising under the UCD Student Code (Category 3) may be appealed in accordance with the Student Code.

If you are unhappy with the process you can use the UCD Student Complaints Policy

Complaints Procedure

As an operational unit within the University, UCD Residences expects and welcomes general queries and clarifications on service delivery. Queries or complaints can be made at the Merville Reception desk or via email to (opens in a new window)residences@ucd.ie. UCD Residences aims to answer and resolve the majority of customer queries at the initial point of contact. Where circumstances require, the Residences team may request a meeting to better understand the query with the aim to resolve it locally.

UCD Residential Services Team will ensure that all complaints are investigated thoroughly and will notify the complainant of the outcome of the investigation via email or face-to-face. If subsequently you are unhappy with the outcome of the investigation the complaint can then be escalated to Estate Services within two weeks of the Residential Services decision. 

For the full policy and complaint form please click here: Complaints Procedure.

Allocation Policy

UCD Residences has over 4,000 bed spaces available to students for the 2023/2024 academic term. These beds are split between the Belfield and Proby/Blackrock campuses. Over 250 beds are available in Blackrock, with the remainder available on the main Belfield Campus.

Deposit Deduction Policy

Every resident who books a room in UCD Residences pays a deposit to secure their booking which is then retained for the duration of the Licence Period as a security deposit to act as credit against any Licence Fee arrears, bills owing or damage beyond normal wear and tear at the end of the Licence Period or its earlier termination and UCD is entitled to apply the deposit against these items.

Please see an itemised list of associated costs here.

Please read the Guest Policy for more information on having guests and gatherings in your apartment.

Lockout and Temporary Card Policy

Lockouts

From time to time residents will lock themselves out of their apartment or bedroom. UCD Residence staff can let residents back into their apartment. Residents will need to present themselves at the Village/Proby Reception desk and staff will ask a number of questions to verify their identity. They will then give the resident access to their room

Temporary Cards

Students who leave their cards at home etc. may want a temporary card which is valid for 3 days. 

New Card/Keys

If a student has lost their card or keys they will need a new card or a new set of keys.

New cards are issued from the UCARD Bureau at a charge of €20.00. The resident will then need to have their card recoded in the Village/Proby Reception.

If Blackrock residents need a new set of keys cut this charge is €30.00. Our on-site maintenance team will cut the new set of keys.

Please read the full Lockout and Temporary Card Policy for more detail.

Refund Policy

For information on refunds see UCD cancellation policy or License to Reside. 

Use of Monitoring Equipment Policy

As part of the development of a safe and secure environment for students to live in and staff to work in, UCD Residences has monitoring equipment available to its team and service providers to document incidents and breaches of rules where deemed necessary. Please view the full policy below.

Monitoring Equipment Policy

License to Reside

Licence To Reside 2024/25

Guide To Managing Breaches of the Residential Rules

Please click here to see how are breaches of residential rules managed

Managing Breaches of the Rules and Regulations are managed by the administration of UCD Residences and UCD Estate Services. Breaches may result in one or more of the following:

There are a range of remedies that may be taken in the case of a breach.  These include, amongst others, reprimands, fines, termination of licence, and referral under University Student Code. For further information please see our Guide to Managing Rule Breaches.

UCD Student Code

The University is committed to quality in teaching, learning, scholarship and research. It values honesty, integrity, dignity and respect. All members of the University community are expected to act responsibly at all times. The UCD Student Code establishes the University's regulations and expectations in respect of student behaviour and conduct. The Code establishes types of behaviour that constitute breaches of the University's disciplinary regulations and provides details of the student disciplinary process. Any alleged breach of the UCD Student Code may be treated as a disciplinary matter under the University's Student Disciplinary Procedures. Students and University staff are encouraged to familiarise themselves with the UCD Student Code and related procedures.

For more information please see the UCD University Governance page.