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Services
Q: When can I Move-In?
A: This depends on whether you are an undergraduate or a graduate student. Our Campus Express booklet will be out early June which lists dates that apply to you. Official occupancy dates can be found at http://www.upenn.edu/housing/occupancydates.html
Q: Where can I find directions to campus?
A: See our Directions to Campus Page.
Q: What should I bring to campus?
A: Each room is equipped with one bed (twin extra long), desk, desk chair, and dresser. Due to space constraints, any additional furniture is discouraged. You will need a hand truck to move items such as: sheets (most beds are twin extra long), pillows, mattress covers, blankets, towels, soap (laundry, dish, and bath), sewing kit, throw rugs, waste basket, vacuum/broom, hamper, laundry bag or basket, hangers, alarm clock, surge protector, telephone, computer, small fan, personal items such as pictures/posters, plants, recreation items, personal electronics.
Q: What appliances should I bring to campus?
A: For this information, see the Residential Handbook.
Q: Where do I go if I am locked out of my apartment?
A: To obtain a spare key when you are locked out, you must have your PennCard or an alternative form of identification. Lockout keys are available at each Information Center. If you do not have a PennCard, a staff member will verify residency. You may borrow a key for one hour. If you do not return the key within one hour, you will be charged a $25 lock out fee. If you do not return the loan key within 2 days, your original keys will be regarded as lost and the core to your room door will be changed, $130 for a core charge plus $25 lock out charge or $35 fine. Disciplinary action may be taken against abusers of the lock out policy.
Q: What happens if I feel I need to apply to the University insurance for damage reimbursement?
A: See the Information Center of your College House to contact the appropriate personnel regarding your claim. Claims are handled by the University's Risk Management office.
Q: Where can I get a guest pass?
A: Temporary guest passes are distributed at the Information Centers. A guest must be accompanied by a PennCard ID holder.
Q: Who do I call in the case of an emergency?
A:
- For Police and Fire Emergencies dial 511.
- For maintenance emergencies, dial 215-898-7208
- For Information Center emergencies dial 215-898-3547 and press "0"
Q: Who do I contact in Housing about ------? What are Information Centers? How do I contact the Housing offices?
A: Housing & Conference Services:
Stouffer Commons
3702 Spruce Street
Phila., PA 19104-6027
Phone: 215-898-3547
Fax: 215-573-2061
In support of the University mission, the Department of Housing & Conference Services (HCS) manages residential and hospitality services for students, faculty, staff and guests through innovative, service-oriented and fiscally responsible practices in collaboration with internal and external partnerships. HCS operates a Information Center in each residence, as well as three area offices.
Q: The ---- in my room needs repair. How do I get help?
A: For repairs, you can call Facilities Services 24 hours a day/7days a week at 215-898-7208. For non-emergency repairs, you can enter a repair request on-line by emailing Facilities at workreq@pobox.upenn.edu. You can also make your repair request online at http://www.upenn.edu/repairs. Q: Can I have an additional telephone line separate from the line provided?
A: Yes. You visit the Student Telephone Services' web site http://www.upenn.edu/sts or stop by their office at 3401 Walnut Street, Monday through Friday 9am-5pm, to set up a second, private telephone line. You can also call them at 215-573-5050 for more information. You may also apply for a private line via the web. Click on the link to Forms, choose Apply for private line service, and complete the form. Please be sure to include the jack letter for the particular bedroom where you wish to have the line activated. This letter can be found on the wall plate above your phone jack. Q: The hot water in the showers here does not seem as hot as my shower at home. Why is there a difference?
A: Hot water temperature may vary from time to time. (This may be due to a steam problem) However, if you have a persistent problem with your hot water, call Facilities Services at 215-898-7208. Q: Can I ask a repair person to come back if it's inconvenient for me?
A: Yes. With the exception of the occasional emergency, you may ask a repairmen to come back to your room at a more convenient time. Please understand that Facilities Services cannot schedule specific days or times to do repairs in your room. If a repairman cannot gain access to your room, the repair will be postponed to an undetermined date. Q: Who can enter my building, & who can be issued keys?
A: Building entry is limited to valid Penncard holders (students, faculty, and staff,) and their visitors. Visitors must be signed in by a valid Penncard holder. Delivery persons must go through the building Information Center or call the resident. Contractors without Penn IDs must wear Contractor Badges obtained from Facilities Services. Spectaguards must carry a Spectaguard ID. Emergency personnel are allowed immediate access.
Moreover, even with Penncards, non-residents cannot gain access to a residence hall between the hours of 1am - 7am Monday - Friday and between 2am - 7am on Saturday and Sunday mornings, unless signed in by a resident. Keys: A resident can be issued a temporary key to his or her own room. No friend or relative can be issued your key, unless granted special permission.
Staff members from Housing & Conference Services, CHAS, Facilities, and Emergency Personnel may sign out keys as needed. Q: Who has keys to my room & are they well controlled?
A: Extra room keys are kept at the building Information Centers and in the Housing area offices in locked cabinets. Residents must show their Penn ID (or verify their identity through other means) and sign a Lock-Out form to borrow their room key at the Information Center. Staff authorized to borrow a room key must show a Penn ID and sign a log which records their name, department, date and time the key was issued and returned for each key they borrow. (Staff borrows keys only in emergencies) An inventory of the keys is done on each shift at each Information Center. Q: Can I store unwanted University furniture off campus if I bring it back?
A: University furniture may not be removed from the residences. If any furniture is damaged or missing from your room upon move-out, you will be charged for the missing/damaged items. Q: I have been asked to relocate to another College House. Can you assist me in the move?
A: Housing Services does not offer moving services. You can make arrangements with a moving company to assist you, but you must be there to sign them into your building and supervise them. Housing Services also offers moving carts located in the College Houses. Q: Can I get a Guest Pass?
A: Yes, with the exception of fall, winter, and spring breaks, (due to low occupancy). You can sign for as many as 5 Guest Passes from your Information Center at any time by showing your Penn ID. A Guest Pass gives you the advantage of not having to sign your guests in each time you enter your own residence. Still, your guest needd to be accompanied by a Penncard holder and be signed in to any residence other than your own. More information about guest passes can be found online. Q: Can my guests come into the building without me being with them? Do I have to sign my guest in every time they come in?
A: Guests without valid PennCards must be accompanied by a PennCard holder in order to come into the building, even if they have a Guest Pass. Guest Passes only eliminate the need for signing in. Guards and Information Center personnel cannot make exceptions. Q: How many days can I get a Guest Pass for?
A: You can get a Guest Pass for up to 5 days. Requests for more than 5 days can only be made to the College House Office of your building. Q: I've lost my keys. What do I do?
A: Report lost keys immediately to the Information Center in your building. The lock core to your room will be changed and new keys issued. You will be billed $130 to cover the labor and material for cutting the key and changing the core. If a mailbox, lounge, or exterior residence key is lost, the core will not be changed, however, $15 will be charged for a new key. Stolen keys will be considered lost keys.
Q: How long can I keep the lock-out key?
A: To obtain a spare key when you are locked out, you must have your PennCard or an alternative form of identification. Lockout keys are available at each Information Center. If you do not have a PennCard, a staff member will verify residency. You may borrow a key for one hour. If you do not return the key within one hour, you will be charged a $25 lock out fee. If you do not return the loan key within 2 days, your original keys will be regarded as lost and the core to your room door will be changed ($130 core charge plus $25 lock out charge or $35 fine. Disciplinary action may be taken against abusers of the lock out policy.
Q: How do I get a new mailbox key?
A: If you have lost your mailbox key, go to your building's Information Center and request a replacement key. You will be billed for the new key. Information Centers do not have mailbox keys to loan out. Q: Where can I park? Where can I park overnight?
A: Parking spaces on Penn's campus are in high demand and low supply. For this reason and emergency access reasons, parking on campus is strictly regulated. Availability of convenient parking spaces varies according to individual needs and College Houses.
For temporary parking for loading and unloading, please inquire at your building's Information Center. Many College Houses have temporary parking nearby. If needed, permits for such spaces can be obtained from your building's Information Center. Be sure to ask what spaces are available andask what restrictions may apply. Otherwise you could be towed at your own expense.
For day and overnight parking there are a several of options:
You may park on the street at meters. Meters are generally free on Sundays and Holidays, and on weekdays after 8pm. Check the parking signs where you park to avoid a ticket. If you park overnight, be sure to note the time posted on the sign for when you have to either start paying the meter again or move your car.
The Sheraton at 36th & Chestnut St. has a parking garage, which can be used by the general public. Overnight parking is available. Some University parking lots may be used for visitor parking. Information about day and overnight visitor parking can be found online.
For permanent parking options, you can go to the Parking Office at 3401 Walnut St, Room 447A (4th Floor): 215-898-8667. More general information on parking can be found online. Q: Can I park in the plaza (in Hamilton Village)?
A: No. Except for move-in during September, and move-out in May, parking in the plaza is not permitted. And you may be towed if you leave your car there, even if only for a few minutes. Q: Can I renew the parking permit for another hour? Can you make theparking permit for more than one hour?
A: No. For those College Houses that provide temporary parking permits for loading and unloading, the permits expire after one hour and are not renewable. Information Center personnel are not able to make exceptions. Enforcement of University parking regulations is done, in part, by a contracted towing company. They will tow violators without consultation with Information Center personnel. Q: Can I reserve the Rooftop Lounge/Rathskellar/Classroom/etc.? Can I use the Rathskellar/Classroom/Dance Studio/etc. without a reservation?
A: Most College Houses have special rooms available for use by individuals orgroups. Often residents may use their House's special facilities without advanced reservations. However, individuals and groups with reservations always have priority in using the rooms. The policies regarding the use of these rooms vary from College House to College House. Please inquire at the specific College House office about its special room reservations and policies.
Information about a College House's facilities can be found on the College House's web page. Links to all of the College Houses home pages can be found online. Q: What are the computer lab/commissary/house office/etc. hours?
A: Hours for House facilities vary from house to house. Inquire at your building's House Office or Information Center for the hours of facilities in that building. Q: What if I lose my PennCard?
A: If you do not have your PennCard or your PennCard is damaged you will not be able to enter residences other than your own. Lost, damaged, or stolen PennCards must be replaced at the PennCard Center. Location and contact information can be found below.
PennCard Center:
150 Franklin Building
3451 Walnut St.
Phone: (215)-417-2273
Hours: 9am - 5pm, Weekdays Q: Why do I have to pay to replace stolen keys?
A: You are responsible for the keys you are issued, whether lost or stolen. Core changes must be done for lost or stolen room keys for your safety and security. Q: When are the dining facilities open?
A: Each dining hall has different hours. Links for the locations and hours of each dining hall are posted on the Dining Services web page. Q: What is the number for Lady Liberty Transportation? What is the number for a taxi?
A: The numbers for various transportation services:
Lady Liberty (215) 724-8888
Quaker City Cabs (215) 726-6000 or (215) 728-8000
Yellow Cabs (215) 333-3333
City Cabs (215) 238-5000 The Information Centers also keep yellow and white pages on hand for public use. Q: If I want to change rooms, what can I do?
A: For any room changes you must speak to someone in the AssignmentsOffice. The Assignments Office is located in Stouffer Commons.Their number is 898-8271. They are open from 9am-5pm, weekdays.
If you would like to change rooms, you must receive authorization from someone in the Assignments Office. If an unauthorized room change is made, the Assignments Office will still consider you a resident of your previous room. Therefore, you will not only be in violation of your housing contract, but also unable to sign out keys to your 'new' room. Please understand that you could still be charged for any damages to your old room, etc.
Mail/Packages/Deliveries:
Q: My mother sent me a letter with some money in it and it never arrived. Can you trace it or find it?
A: First class mail is only stamped mail. It can't be traced. You can file a report of lost or missing mail through your mailroom, though. Make sure your family and friends do not send money, valuables, or important papers in first class mail.
Q: My mail was opened, what can I do?
A: Housing Services takes any complaint of mail tampering very seriously.Mail Complaint forms can be obtained and returned from your building's Information Center or from the package room. You may also contact the central office for Housing and Conference Services at (215) 898-3547. Housing Services will investigate the matter.
Please note, mail and packages arrive through many different carriers to Penn's campus. Contacting the carrier that delivered your mail or package to Penn is also recommended.
Q: My boyfriend sent me a letter from Princeton and I haven't received it yet. This is Friday and he sent it on Monday.
A: Mail can take anywhere from 2 days to 2 weeks to travel through the postal system. Official loss reports should be made after two weeks has passed.
Q: My dad sent my airline tickets via certified mail. He mailed them on Friday, but they aren't here yet.
A: The only way to securely send anything of value to a student here is through certified or registered mail. These take longer, though, because a signature is made at every stop on the way through the postal system. The fastest, most secure way is to send FedEx or Express Mail.
Q: I lived in the College Houses last Fall and they stopped forwarding my mail.
A: You should make sure you change your address with anyone who sends you mail, whenever you move. We forward mail for 60 days, and we do not forward mail outside of the country at all.
Q: What are the package room hours?
A: The Housing & Conference Services Package Room hours (including any temporary changes) are posted at your building’s Information Center and on the Package Room door. If the Package Room is not open during the hoursposted, and there is no note of explanation on the Package Room door, please call the Package Room manager at 215-573-8345.
Q: Where is the package room?
A: The Service Attendant at your Information Center will be able to direct you to your building's package room. The locations of the package rooms may also be found online.
Q: Why do some packages go to the package room & some go to the Information Center?
A: The Package Room receives all US Postal Service (USPS) and UPS packages that are not next-day deliveries and that do not require a signature (this is the majority of packages.) The Information Centers receive all next-day or signature-required USPS and UPS letters and packages, as well as all deliveries from all other mail-service companies. However, residents will have to be available for any COD or Restricted Delivery items.
Maintenance:
Q: What do I do if something is wrong with my room?
A: Email Facilities Services with a work request, call 898-7208, or make your repair request online at http://www.upenn.edu/repairs.
Q: What if I see a mouse or a cockroach?
A: Same as above. File a repair request. If you continue seeing unwanted pests, continue to file requests so that the pest control manager will return. Make sure that you don't leave food trash in your room, and try to keep crumbs and spills to a minimum.
Q: What if I think the bathrooms haven't been cleaned sufficiently?
A: You can call 215-898-7208 and report it. You may also email your service request to workreq@pobox.upenn.edu or make your report your problem online at http://www.upenn.edu/repairs. Remember that shared bathrooms are cleaned once a day on weekdays, and not at all on weekends. Encourage your floor-mates to help maintain cleanliness in the shared bathrooms.
Safety/Security:
Q: Who do I call in the case of an emergency?
A:
- For Police and Fire Emergencies dial 511.
- For maintenance emergencies/complaints dial 215-898-7208
- For Information Center emergencies/complaints dial 215-898-3547 and press "0"
Q: Who can enter my building and who can be issued keys?
A: Building entry is limited to valid Penncard holders (students, faculty, and staff,) and their visitors. Visitors must be signed in by a valid Penncard holder. Delivery persons must go through the building Information Center or call the resident. Contractors without Penn IDs must wear Contractor Badges obtained from Facilities Services. Spectaguards must carry a Spectaguard ID. Emergency personnel are allowed immediate access.
Moreover, even with Penncards, non-residents cannot gain access to a residence hall between the hours of 1am - 7am Monday - Friday and between 2am - 7am on Saturday and Sunday mornings, unless signed in by a resident. Keys: A resident can be issued a temporary key to his or her own room. No friend or relative can be issued your key, unless granted special permission.
Staff members from Housing & Conference Services, CHAS, Facilities, and Emergency Personnel may sign out keys as needed.
Q: Who has keys to my room & are they well controlled?
A: Extra room keys are kept at the building Information Centers and in the Housing area offices in locked cabinets. Residents must show their Penn ID (or verify their identity through other means) and sign a Lock-Out form to borrow their room key at the Information Center. Staff authorized to borrow a room key must show a Penn ID and sign a log which records their name, department, date and time the key was issued and returned for each key they borrow. (Staff borrows keys only in emergencies) An inventory of the keys is done on each shift at each Information Center.
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