SERVICE CHARTER – QUALITY STANDARDS

POLIHOUSE S.r.l. Student Residences

1. Preface

This Service Charter describes the facilities, services and operating principles of the student residences managed by POLIHOUSE S.r.l., namely Campus Ghislanzoni and Campus Fossoli, located in the Municipality of Lecco at:
– 64 Via A. Ghislanzoni;
– 7 Via Caduti Lecchesi a Fossoli.

The purpose of this document is to:
– provide a clear and transparent description of the accommodation services offered by the Student Residences;
– serve as an information resource for universities, student welfare organizations and resident students;
– establish a shared framework for the organization and management of the accommodation service.

This Service Charter outlines the characteristics of the services provided, the quality standards guaranteed and the general operating procedures of the Student Residences.

The operational procedures, rules of conduct, and the rights and obligations of Residents are governed by the Regulations of the Student Residences managed by POLIHOUSE S.r.l., a separate document that is consistent with and complementary to this Service Charter.

2. Managing Entity

POLIHOUSE S.r.l. is a company established in 2023 with the purpose of promoting the right to higher education by supporting university students through the provision of accommodation solutions that comply with applicable legislation.
To this end, POLIHOUSE S.r.l. develops and manages Student Residences designed to provide Residents with a safe, functional and study-oriented living environment.

The management of the Student Residences is based on the following principles:

– administrative fairness;
– continuity of service;
– transparency, understood as accessibility, clarity and traceability of information;
– commitment to the quality of residential life and the well-being of Residents.

The Management of POLIHOUSE S.r.l. retains overall responsibility for the administration of the Student Residences, establishing organizational policies, operating procedures and the quality standards of the services provided.

3. Purpose of the Student Residences

The Student Residences managed by POLIHOUSE S.r.l. pursue the following objectives:
– to provide high-quality accommodation for students enrolled in university degree programmes;
– to support the right to higher education, including through accommodation reserved for students entitled to financial aid and student welfare benefits;
– to ensure an orderly, safe and study-friendly living environment;
– to provide suitable conditions for daily life and social interaction;
– to cooperate with universities, student welfare organizations and competent public institutions through agreements and partnerships.

The Student Residences are not residential colleges offering compulsory educational or training programmes. Rather, they are accommodation facilities designed to support academic study, responsible community living and the personal independence of Residents.

4. Location and Surroundings

Student accommodation is provided in the following two Student Residences:
– Campus Ghislanzoni, located at 64 Via A. Ghislanzoni;
– Campus Fossoli, located at 7 Via Caduti Lecchesi a Fossoli.

Both Residences are situated within the urban area of Lecco and provide:
– convenient access to the Lecco Campus of Politecnico di Milano;
– easy access to public transportation services;
– proximity to the city’s main public services and amenities;
– a residential setting suitable for university students.

5. Accommodation Facilities

5.1 Accommodation Capacity

The two Student Residences provide a total of 76 bed spaces, allocated as follows:
– 24 bed spaces reserved for students eligible for University Financial Aid (DSU – Diritto allo Studio Universitario);
– 52 bed spaces allocated to students admitted under the Reduced Average Rate (TMR – Tariffa Media Ridotta) scheme.

5.2 Types of Accommodation

The accommodation options vary depending on the Residence. Available options include units with a private kitchen as well as units without kitchen facilities. Accommodation consists of:

– single rooms with either private bathrooms or bathrooms shared within the accommodation unit;
– shared double rooms;
– loft-style rooms with shared bathrooms serving either the individual room or the entire accommodation unit.

5.3 Room Facilities

Accommodation units are fully furnished and equipped, according to the assigned room type, with:

– bed;
– wardrobe and storage space;
– desk and chair for study;
– Internet connection;
– bathroom facilities;
– kitchen or kitchenette, where applicable.

Accommodation does not include the provision of bed linen or towels, which must be supplied by the Resident.

6. Common Areas

The common areas are intended for shared use by Residents and are designed to promote community living, social interaction and residential activities in an environment that ensures order, safety and mutual respect.
The Student Residences are equipped with fully furnished shared kitchens where Residents may independently prepare their meals, as well as dining areas intended for meal consumption and social interaction.

6.1 Kitchens and Dining Areas

Where accommodation units include a private kitchen or kitchenette, Residents assigned to those units may prepare and consume their meals independently.

The use of kitchens and dining areas must comply with the rules of community living, the operational procedures established by the Managing Entity, and the provisions set forth in the Student Residence Regulations.

6.2 Study and Social Areas

The Residences include:

– study rooms;
– common areas for individual and group activities;
– TV lounges;
– relaxation areas;
– spaces dedicated to social interaction and leisure activities.

These areas are designed to promote academic study, collaboration among Residents and a positive residential living experience.

6.3 Additional Services

The Student Residences may provide additional services intended to enhance the quality of residential life and encourage opportunities for social interaction and community building among Residents.

A bar service is available at Campus Ghislanzoni for Residents and other users authorized to access the service under the conditions established by the Managing Entity.

These additional services may be operated directly by the Managing Entity or by authorized third-party providers, in accordance with specific operating procedures, opening hours and conditions of use.

Information regarding the services available at each Residence is communicated to Residents through the information channels designated by the Managing Entity.

Parcel Collection Point

Each Residence provides a designated collection point for parcels addressed to Residents, in accordance with the procedures established by the Managing Entity.

At Campus Ghislanzoni, the designated parcel collection point is the residence bar, where Residents may collect delivered parcels.

At Campus Fossoli, parcels may be delivered directly to the Residence according to the procedures communicated to Residents, provided that the necessary delivery information is correctly indicated.

This service is intended to facilitate the management of deliveries and provide Residents with a reliable point of reference for receiving parcels.

Residents are responsible for providing accurate delivery information and collecting their parcels in accordance with the procedures and timeframes established by the Managing Entity.

7. Resident Services

7.1 Residence Operations Coordinator

Each Student Residence has an Operations Coordinator who serves as the primary point of contact for the day-to-day management of residential life and for supporting the proper use of facilities and services.
The Operations Coordinator is responsible, in particular, for:

– monitoring the general condition of common areas;
– providing operational support to Residents in matters related to daily residential life;
– receiving reports concerning faults, maintenance issues or operational needs and forwarding them to the Management of POLIHOUSE S.r.l.;
– supporting the proper use of the Residence’s facilities and services.

In urgent situations or whenever there is a potential risk to the safety of individuals or the building—including, by way of example, water leaks, electrical failures, system malfunctions or other hazardous situations—Residents may promptly contact the Residence Operations Coordinator using the contact methods communicated by the Managing Entity.

The Operations Coordinator acts under the direction of the Management of POLIHOUSE S.r.l. and does not perform administrative management functions or assume overall responsibility for the Residence.
POLIHOUSE S.r.l. provides administrative and management support services to assist Residents with organizational matters related to their stay.

7.2 Administrative and Management Support for Residents

POLIHOUSE S.r.l. provides administrative and management support services to assist Residents with organizational matters related to their stay.
The service includes, in particular:

– managing communications with Residents;
– receiving and processing administrative and organizational requests;
– managing procedures relating to check-in, the period of residence and check-out;
– handling contractual matters related to the accommodation agreement;
– providing information regarding Residence services and their use.

Contact details and access procedures for these services are communicated to Residents through the information channels designated by the Managing Entity.

7.3 Cleaning Services

The Student Residences provide cleaning services to ensure appropriate standards of hygiene, safety and environmental quality.
The following services are provided:

– regular cleaning of common areas, carried out by the Managing Entity according to the established operational schedule and frequency;
– weekly cleaning of accommodation units, which is mandatory for all Residents and carried out in accordance with the procedures communicated by the Managing Entity.

The accommodation cleaning service is subject to the fee established in the current schedule of service charges and is payable by the Resident.

Residents are required to cooperate in maintaining the cleanliness and orderly condition of the areas they use, in accordance with the Student Residence Regulations.

7.4 Laundry Facilities

A shared laundry facility is available to all Residents. Depending on the characteristics of each Residence, it is equipped with washing machines, tumble dryers and areas designated for the independent management of personal laundry.
The laundry facilities are intended for shared use by all Residents.
The operating procedures, including any scheduling criteria, opening hours or booking requirements, are established by the Managing Entity and communicated to Residents.
Residents are required to use the equipment responsibly and in accordance with the rules of community living and the provisions of the Student Residence Regulations.

7.5 Internet Connectivity

The Student Residences are equipped with a network infrastructure providing Internet access to Residents in accordance with the technical and operational procedures established by the Managing Entity.
The service includes:

– wired Ethernet connection, where available;
– Wi-Fi Internet access.

The network must be used in compliance with applicable laws and the provisions set forth in the Student Residence Regulations.

8. Facility Services and Environmental Sustainability

The management of the Student Residences ensures:

– routine maintenance of buildings, facilities and technical systems;
– management of reports concerning faults, defects and malfunctions;
– monitoring of safety conditions;
– the proper management and use of common areas;
– ongoing monitoring of the overall condition of the Residences.

Maintenance activities are planned and carried out according to criteria of priority, safety and continuity of service.

The Managing Entity promotes environmentally sustainable practices and the responsible use of resources within the Student Residences, encouraging the efficient use of energy and water and the reduction of waste.

To this end, the Managing Entity may provide Residents with guidance and information regarding the proper use of building systems, equipment and Residence facilities.

9. Accommodation Allocation Procedures

Accommodation is allocated through internal selection procedures established by the Managing Entity based on specific ranking lists.
The following ranking lists are maintained:

– a ranking list reserved for students eligible for University Financial Aid (DSU – Diritto allo Studio Universitario);
– a ranking list reserved for students admitted under the Reduced Average Rate (TMR – Tariffa Media Ridotta) scheme.

Bed spaces are allocated according to the criteria and procedures established by the Managing Entity and communicated to applicants.

The allocated bed space is personal and may not be assigned, transferred or sublet to any third party.

The standard period of residence extends from 15 September to 15 July of the following year, unless otherwise communicated by the Managing Entity for organizational, maintenance or operational reasons.

The Student Residences officially commence their annual operational activities on 1 September, marking the beginning of the academic year’s organizational and management activities.

10. Rights and Responsibilities of Residents

During their stay, Residents are entitled to:

– use the facilities and services described in this Service Charter;
– receive clear and accessible information regarding the use of the Residence – facilities and services;
– live in a safe, orderly and respectful environment;
– submit reports, complaints and suggestions in accordance with the procedures established by the Managing Entity.

Residents are required to comply with:

– the Student Residence Regulations;
– the rules governing the use of facilities and services;
– the operational instructions issued by the Managing Entity;
– all applicable laws and regulations.

In particular, Residents are required to use the buildings, facilities, equipment and furnishings responsibly, contributing to the maintenance of safety, order and the overall quality of residential life, while also promoting responsible consumption and reducing waste.

Residents are encouraged to use available resources responsibly and to follow the guidance provided by the Managing Entity regarding the proper use of building systems, equipment and Residence facilities.

The rules governing community living, permitted conduct and operational procedures are set out in the Student Residence Regulations.

11. Transparency, Updates and Communications

This Service Charter is available in digital format through the information channels designated by POLIHOUSE S.r.l.
The document may be updated in response to:

– developments in the services provided;
– organizational changes;
– amendments to applicable legislation;
– initiatives aimed at improving service quality.

Any updates will be communicated to Residents through appropriate channels, in accordance with the principles of transparency and accessibility.

POLIHOUSE S.r.l. is committed to maintaining clear and timely communication with Residents by providing information regarding the operation of the Student Residences, access to services and any organizational changes.

12. Reports, Complaints and Suggestions

POLIHOUSE S.r.l. is committed to the continuous improvement of service quality by encouraging feedback from Residents and by collecting reports, complaints and suggestions.
Residents may submit:

– reports, concerning faults, service disruptions, organizational issues or situations requiring action by the Managing Entity;
– complaints, regarding any issues encountered in the management of the Student Residences or in the quality of the services provided;
– suggestions, aimed at improving the facilities, services and overall quality of residential life.

Communications must be submitted through the channels made available by the Managing Entity, including the dedicated Residence services management application, in accordance with the procedures communicated to Residents.

POLIHOUSE S.r.l. undertakes to ensure:

– acknowledgement and handling of all communications received;
– assessment of the reported issues;
– implementation of any organizational or operational measures considered appropriate;
– a response to the Resident, where appropriate, taking into account the nature and complexity of the matter reported.

The information collected through reports, complaints and suggestions may also be used to monitor service quality and to identify opportunities for continuous improvement.

13. Service Quality Standards

POLIHOUSE S.r.l. operates in accordance with the principles of quality, continuity of service and commitment to Resident satisfaction.
The quality standards pursued relate in particular to:

– the availability and functionality of accommodation facilities;
– appropriate standards of safety and maintenance of the buildings and installations;
– accessibility of the services described in this Service Charter;
– the clarity and accessibility of the information provided to Residents;
– the efficient management of reports and service requests;
– the promotion of an environment conducive to academic study and respectful community living.

The Managing Entity periodically monitors the operation of the Student Residences in order to identify opportunities for improvement and implement appropriate organizational measures.

14. Entry into Force and Validity of the Service Charter

This Service Charter enters into force on the date of its publication and constitutes the official reference document describing the services provided by the Student Residences managed by POLIHOUSE S.r.l.

The Service Charter supplements and complements the provisions contained in the Student Residence Regulations, which govern in detail the operational procedures, rules of conduct and obligations of Residents.