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Resident handbook

Facilities

Room Inventory Form

The Room Inventory Form protects both you and Graduate House in the event of damages or deficiencies in your room and/or suite. It must be submitted through StarPortal within one week of your arrival in order to be valid. Please contact us if you have any difficulties accessing the Room Inventory Form. 

When you first get into your room, even before you begin unpacking, it is important that you do a quick inventory of the furnishings itemized, along with a thorough examination of the condition of your room and all suite common areas. 

Suite Entry Procedure

Graduate House has a specific procedure for notifying residents when their suite and/or bedroom has been (or will be) entered by a member of the Graduate House Staff during non-emergency situations. Where possible, this procedure involves notifying residents approximately 24 hours in advance of suite entry, depending on the scheduling of various staff involved for maintenance and repairs. 

Please note that if your suite has vacant bedrooms, Graduate House cleaners and maintenance staff will be in and out to prepare the bedroom/suite for the new arrival. Individual notice of cleaning is not given. 

Decorating

To prevent damage to the walls, only 3M Command hooks are allowed in your bedroom or suite. There is a special way to remove these hooks. Damage caused by incorrect removal of this hook will be charged to the resident, therefore we strongly advise residents to leave the hook on the wall when they leave so that maintenance staff can remove it correctly.  

Other types of hooks, fasteners, or adhesives (including Scotch/duct tape, poster putty, stickers, LED strip lights with adhesive backing, etc.) may damage painted walls or leave stains on concrete. Repainting or repairing damaged walls is costly (typically $250.00 per wall), so to avoid incurring significant damage charges, we advise against using non-approved products. 

Maintenance

Maintenance Requests should be sent by logging in to your StarPortal and clicking on the maintenance tab above the login message. Select your maintenance category, click “New Job” and if shared or public space, select the room space in question. Then, enter the description in the Category and Item fields and outline the nature of your issue. 

Some examples of issues for which you would fill in an Online Maintenance Request include: 

  • A new vacuum bag; 
  • A burnt-out light bulb;  
  • A malfunctioning lock; 
  • A wobbly kitchen table; 
  • A wobbly chair;  
  • A clogged toilet; 
  • Problems with your appliances. 

Be sure to be very explicit in explaining your maintenance request 

Maintenance Emergencies 

In the event of a maintenance emergency, e.g. flood, lock failure, etc., do not use the online system. Instead, you should notify either the Graduate House Office, or the Residence Advisor on-call at 416-800-6068 and proceed to submit a maintenance request on the StarPortal. 

Composting, recycling and garbage

Composting 

Each suite is provided with a kitchen compost bin. This bin can be lined with any bag (does not have to be compostable) and disposed of in the green compost bins in the recycle rooms. Please empty your kitchen bin often to avoid smell and potential pests.  

Recycling  

Each suite is provided with a blue recycling container. Please follow instructions in the Recycling Rooms as to how to properly separate your recyclable items. Remember to rinse containers and cans and flatten all cardboard boxes. Plastic bags can be recycled in the courtyard-level Recycling Room. Please note that the 9th floor Recycling Room is located through the Reading Room. 

Garbage 

The Garbage Rooms each contain a chute for disposal; please be sure to push garbage all the way down the chute and tie bags securely to prevent unwanted smells in the room. Please do not throw away cardboard down the main garbage chute. Do not leave bags of garbage on the floor of the garbage room. Garbage that does not fit down the chute is the responsibility of the resident. The garbage containers outside the building are not for residents’ use. 

Laundry

The laundry room is on the courtyard level. It has one entrance from the hallway by the elevator and one from the main Common Room (accessibility entrance). You will need your Sparkle laundry card to operate the machines. You can load money onto your card at the loading station in the laundry room or via the mySparkleApp. You can also check the availability of washers and dryers in use by using the app. All residents receive a laundry card when first checking in at the Service Desk. There is a replacement charge of $5.00 for lost cards. 

Using your Laundry SmartCard 

Once you’ve loaded money onto your laundry card, you can use it to operate the washers and dryers in the laundry room. Each time you use one of the laundry machines, money is automatically deducted from your laundry card. 

As a courtesy to other residents, we ask that you collect your laundry from the machines as soon as it’s done. This ensures all residents have convenient access to laundry machines and reduces the chances of your laundry being moved by another resident who needs to use the machine. If you leave your laundry in the machine for more than a few minutes after it’s finished, you should expect that another resident may move it if they need a machine, and all other machines are in use. 

For machine malfunctions, please submit a Maintenance Request to StarPortal. You can also report malfunctioning laundry machines to the Service Desk during its operational hours and include the machine number for reference. For damaged clothing refunds, please contact Sparkle. 

Telephone

There is a telephone jack in every bedroom. Residents are responsible for arranging their own telephone service.  

Some major telephone service providers include Bell Canada and Rogers. You are not permitted to crosswire phones; if you and your suitemate(s) are interested in sharing a telephone line, you have the option of using the common phone jack in your living area if it is available. 

Cable 

Cable outlets are available in the bedroom and living room area. At no time can the cable outlets in your suite be cross connected to the same account. Each cable outlet must always maintain its single line designation 

For cable TV service, contact Rogers or Bell.  

Please note that cable providers do not have access to Graduate House at times when the Graduate House office is closed. Also, it is not possible to have satellite service under any circumstances. 

Cleaning

Residents are responsible for cleaning their own rooms and ensuring that cleaning duties for the common areas of the suite are shared. Cleanliness issues may be observed and documented at various points throughout the year, for example, during maintenance work, cleaning, fire extinguisher checks, room inspections, filter changes, and when suitemates are moving in or out. 

. Vacuum cleaners are available in each suite. The cost of purchasing cleaning supplies should be shared equally among the suite residents.  

Residents who do not maintain their rooms/suites in accordance with Graduate House standards may be billed the costs of cleaning charges to bring suites up to an acceptable level of cleanliness. 

We follow the following process when a room or suite is found in a condition that is not in accordance with Graduate House standards:  

  1. Photos of the space are taken to document the condition of the room/suite and a report is sent to the Graduate House Office. 
  1. The Facilities Coordinator will review the photos and report and will contact the entire suite to provide them with the opportunity to discuss the situation if the issue is with the suite, otherwise we will contact the resident concerned.  
  1. The resident/suitemates will be given the opportunity to bring the room/suite up to standard by a deadline. 
  1. The residents/suites’ RA will contact the resident/suite to discuss cleaning duties and any other issues that may be contributing to the neglect of the space. 
  1. The Graduate House Maintenance team will enter the suite to inspect the space at the deadline. If the space is not up to an acceptable level of cleanliness, cleaners will be brought in to clean the space and the resident (if it is a room) or each member of the suite (if it is a suite) will be billed for the cost of cleaning. Suitemate conflicts will not exempt anyone from cleaning charges. Please note that the rate for cleaning is $25.00 per hour per cleaner and $25.00 per bag of trash removed from the space. 
  1. A follow-up inspection will be set up between 4-8 weeks to ensure the cleanliness of the suite is being maintained. If necessary, further cleaning, charges, inspections, and meetings will be arranged. 

Fire Safety

Residents shall not tamper with fire safety equipment such as hoses, extinguishers or alarms, or in any other way jeopardize the safety of fellow community members. This includes the unauthorized disconnection, dismantling or covering of smoke detectors. Corridors, stairwells and suite halls must be kept clear of obstructions, and residents must leave the building in the event of a fire alarm. 

Bicycles 

Bicycles should be stored in the bicycle storage rooms provided, or locked and stored outdoors. To respect the building, and the space of its community members, we do not allow bicycles to be stored in suites or bedrooms at Graduate House. 

Unauthorized Entry

As safety is paramount, no unauthorized entry into another’s room or into any restricted area of the building is permitted by residents. 

Fire Safety

Each suite is equipped with a smoke detector. These smoke detectors are local to the suite only. They will not set off the building-wide fire alarm. These smoke detectors are highly sensitive and can be set off quite easily.  

Please do not disconnect or tamper with the alarm, as it could save your life and the lives of others. 

If the smoke detector in your suite is activated by excess smoke caused from a known, controllable source like some burned food, keep your suite door closed to prevent setting off the building-wide fire alarm.  

Make sure that the fan above the stove (as well as in the bathroom) is on and that the nearest windows are open to improve air circulation. Always use the fan above the stove whenever you cook, whether you are using the stovetop, oven or the microwave oven. 

In addition to a local smoke detector, an alarm bell is located in your suite which is connected to the building-wide fire alarm system. When it sounds, you must exit the building immediately using the stairs (the elevators automatically shut down and return to ground level when the alarm is activated). 

If you have a mobility impairment and cannot exit the building by stairs, you should contact Campus Safety Special Constable Service at 416-978-2222, advise that the building fire alarm is sounding and that you require assistance with evacuating the building. The Campus Safety Special Constable Service will ask you for your exact location in the building, so be prepared to provide this information. 

If you encounter a fire anywhere in Graduate House, go to the nearest fire alarm pull station (red, wall-mounted station) and pull on the lever. This will activate the Residence Alarm System and dispatch the Toronto Fire Department. 

Move Out Inspections

Booking Optional Pre-Move Out Inspection

In addition to submitting an Early Withdrawal form, you may wish to book a Pre-Move-Out Inspection. The Pre-Move-Out Inspection is voluntary. Its purpose is to identify any obvious damages as well as to advise the resident about how to avoid extra cleaning charges, etc.   

You can book a pre-move-out inspection by sending an email request to Maintenance.  

This optional inspection occurs during regular business hours and the resident must be present. 

Getting Ready for Move-Out Inspection

Please be aware that once you have moved out, Graduate House will discard any and all articles remaining in your room, bathroom, kitchen, storage closet, and/or other areas of your suite. We strongly suggest that you perform your own thorough room and suite inspection to look for forgotten articles. You will be charged a minimum flat rate of $25.00 per filled garbage bag for the removal of any items that you leave behind (e.g. coat hangers, thesis drafts, dirty socks, stale potato chips, etc.) plus extra time required to clean your room. 

Your Room 

The Suite 

Damages and Deficiencies

The cost of all damages and/or deficiencies will be posted to your ACORN account. If the damage is in the common areas of your suite, the cost will be shared among the suitemates (unless one person comes forward and assumes full responsibility for the damage). You should check your ACORN account on-line in the weeks following your move.  

Damage charges for non-UofT students will be deducted from their damage deposit. 

Damage charges represent the standard rate for a particular type of repair, based on charges to us by UofT Facilities & Services. 

STANDARD CHARGES 

Damage Assessment

After your room and suite are inspected and your keys have been collected, the Facilities Supervisor will assess the condition of your room and suite to determine whether any damage charges should be placed on your Student Account. Any charges are recorded on the Damage Assessment Form. 

Before assigning responsibility for damages, Graduate House will pay very close attention to the results of previous move-out inspections, as well as the resident’s own Room Inventory Form. 

Residents are held responsible for any damage charges that result from their own actions (and those of their guests), or the actions of their suite (if it is not possible to establish individual responsibility) as provided in the Occupancy Agreement. 

Appeals of a Damage Charge

Residents have the right to appeal damage charges. Those wishing to do so must submit an appeal in writing, within 30 days of receiving notification of a damage charge. Damage appeals should be submitted to the Facilities Coordinator who completes an initial review for completeness and forwards the appeal to the Manager of Finance, Administration, and Operations along with documentation from the Facilities Coordinator. Final escalation will be reviewed by the Director of Residence Operations.  

An appeal may be denied when there is insufficient documentation on the condition of the room; therefore, it is important to document the condition of your room and suite in two ways: 

  1. When you first move in, carefully review the condition of your suite and room, and submit a completed Room Inventory Form to the Graduate House Office within one week of your arrival. If you fail to submit your Room Inventory Form document within one week of moving in, all aspects of your suite and room are deemed to have been in good condition and good working order at the start of your occupancy.  
  1. When you are preparing to move out, arrange a Pre-Move-Out Inspection, during which a member of the Graduate House facilities staff will meet you in your suite to assess its condition and advise of any obvious deficiencies observed at that time. Documentation of your Pre-Move-Out Inspection is a helpful addition to your Room Inventory Form document for establishing the condition of your room and suite, particularly the common areas which may continue to be used by non-departing suitemates after you move out. 

You will be notified by email of the outcome of your appeal within 30 days after submission. If your appeal is successful, the notification will include details about the adjustment or reversal of damage charges applied to your student account (or, in the case of non-UofT summer residents, arrangements for a refund payment for adjusted or reversed charges). 

Suite Cleaning Pilot

The program allows Graduate House residents to elect to receive suite cleaning services for an additional fee.Residents who choose to participate in the program must agree to paying for cleaning services for the full duration of their Graduate House occupancy agreement (September 1 – August 23). 

What services will be provided

The cleaning program does not include: 

Cost

To participate in the program, all occupants of the suite must sign up for the program. Each resident will be charged a one-time fee of $156.00. This fee covers the cost of 12 cleanings of the suite. Residents who move in partway through the occupancy period will receive a pro-rated charge at the time of move in. Cleaning services will be provided once a month for the duration of the current occupancy period (September 1, 2024-August 23, 2025).

Participant Responsibilities

Preparing Suite Prior to Cleaning

For suites to make the most out of this program we ask that you consider the following best practices on the day of your scheduled cleaning:

Maintaining Suite Between Cleanings

Participating suites and suitemates will be responsible for maintaining cleaning the common areas of their respective suites in between the monthly scheduled visits. This includes the daily recycling and garbage removal, and cleaning of living room, kitchen, and any shared bathrooms.

Maintaining Suite Areas Not Included in the Program

Residents must maintain an adequate level of cleanliness in all areas of their suite, including areas outside of the scope of the program (e.g. bedrooms). Failure to do so may result in further follow-up from our Facilities team as outlined in the Cleaning section of the Residence Handbook.

Billing and Cancellation Policy

The suite cleaning program is currently being offered for the 2024-2025 occupancy year. Each occupant in a participating suite will be charged a one time-fee of $156.00 on or before September 15th, 2024. Please note that the one-time fee is non-refundable. No refunds will be issued if a resident in a participating suite elects to withdraw from residence prior to the end of the academic year; cancels the suite cleaning service; or requests to change to a new suite.

Students who accept an offer to live in Graduate House after September 1st, 2024 will receive a pro-rated charge for the service. This pro-rated charge will be assessed and communicated at the time of offer.

Feedback

As a new initiative, we want to hear from you! Participants will have the opportunity to provide feedback about suite cleaning services as part of the Graduate House Residence Experience Survey. Participants with imminent concerns about the program can contact maintenance.gradhouse@utoronto.ca at any time.

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