Glasán - 24/7 Security Close to ATU Shop Onsite

Frequently Asked Questions

The following information should be used as a guideline only. All information provided is subject to change. Click on a title to review the information.

Booking Online

IMPORTANT NOTE: WHEN USING TCAS ONLINE PLEASE USE GOOGLE CHROME AS YOUR BROWSER

PLEASE BE ADVISED THAT AN ONLINE APPLICATION DOES NOT GUARANTEE YOU ACCOMMODATION

Glasán operates an online lottery system for applications.
Applications will open and will remain open for a period of 2 weeks. After this, rooms will be offered by a computer-generated random lottery (not on a first-come-first-served basis). Please see home page for more details and dates.

How do I apply for Accommodation?

Accommodation applications must be made Online through the Glasan website. The Online Application system ‘TCAS’ must be used through Google Chrome Browser.

You must have a valid email address at time of application.
You must have your PPSN / social security number
You must have your parent/guarantor’s phone number and email address
Student ID No. applies to only existing students. Leaving Cert applicants may leave this blank or insert n/a.
Room Choices – it is very important that you only select room types that you would be willing to accept. For example, if you put Single as your 1st choice and twin as your 2nd choice, if we offer you your 2nd choice of a twin and you do not want it, you cannot go back on the wait list for a single. Your application will be archived. Please only choose rooms you will accept.
Room Sharing – You will need to put the names of the people you wish to share with in the Apartment/Room Share Section which is under the room choice options. The people you wish to share with must also put your details on this section.

Whilst we do our best to complete all sharing requests, sometimes this is not possible.

How much do I need to pay at time of booking?

No payment is to be made at the time of application, once a room offer has been sent to you, you will have 48 hours to make your deposit payment. If the system does request a deposit (This may happen whilst updates are being made) Please just shut down the page, the application should still come into us (Will be confirmed at the end of the day via email). If you pay the deposit, it does not guarantee you will acquire accommodation. The amount will be rebated back to your card.

How do I know my application was received?

At the end of every working day you will receive an email to say your application has been received.

When will I know if my application has been successful?

Glasán will contact you by email offering you one of your room type choices, if you do not wish to accept this room, no further action is required, and your application will be archived. If you do wish to accept the room type you will have 48 hours to pay the deposit which is equal to one month’s rent for your room type.

Payment FAQ’s;

Methods of payment accepted are:

All payments must be made through our online TCAS Payments can be made by credit/Debit card, most major credit cards accepted. Credit or debit card payments can take up to 48 hours to reach our bank account.

Is my payment Secure?

Your online payments are processed through the Realex Payment Gateway. Realex is one of Europe’s largest Online Payment Gateways processing payments in excess of €24billion annually, with data security at its core. The main security features which should give you the customer piece of mind are

3D Secure giving Cardholder authentication at the time of the transaction.
Realex accepts & checks the CVV/CVN codes entered. This is the three/four digit code on the back of the card that proves the purchaser has the physical card with them
Forty different real-time checks prior or separately to authorisation

How do I make payment?

Log into your student Portal – Under “Financials” – payment online – make payment. When paying your 1st Moiety rent you must pay your electricity and utilities prepayments together with your rent. If you only make payment of your electricity prepayment the system will not allow you to progress and pay your semester rent.

My payment is not going through?

If you receive the following messages;

Your Credit Card transaction could not be be processed. Returned : Transaction blocked by merchant configuration. Please contact the merchant. Please contact your bank with this error information
Note: Please note that if you fail to make payment at this point, we reserve the right to cancel your application.
Please contact the Residence office if you have any questions or you are having difficulties making your online payment.

The error above corresponds to a transaction that has failed because it was not 3dsecure (i.e. verified by visa). You must follow the steps to log in or create a password. You will need your bank account details to complete this section. This is an online security requirement of your bank and not a Glasán requirement.

Your Credit Card transaction could not be processed. Returned: NOT AUTHORISED Please contact your bank with this error information
Note: Please note that if you fail to make payment at this point, we reserve the right to cancel your application.
Please contact the Residence office if you have any questions or you are having difficulties making your online payment.

A daily limit may apply to debit cards. Please pay the max on your card on day 1 and return to the system the following day to pay the balance.

If you receive the message “awaiting response” there is a possibility that we will still get the payment. Please allow for 24 hours for Glasán to check our payment logs or alternatively you can check with your bank to see if payment will be processed. If payment has not been processed after 24 hours then you will need to try and make payment online again. At this stage the original payment will not go through.

Can I cancel my Application through my student portal?

Cancellations must be made in writing via email to [email protected]. Please refer to our cancellation policy on http://www.glasan.com/accommodation/rates-terms-conditions/

When will I know what room / house I am in?

Once you have received an email confirming your room allocation you can see what room you have been assigned to under the booking info; you will also have access to your lease agreement here. Please note that changes may apply to your booking until the start of the lease date; this is out of our control and your house details may change.

Can I get a Statement of account?

All your financial information is available through your student portal under “Statement”.

My course is a placement course, so I only need my accommodation up until Christmas, can I book for only 1 Semester?

Glasan does not take placement students. If you book you are booking for the full Academic Year and if you are going on work placement after one semester you will be liable and pursued for full academic year costs.

Student Portal

What is my Student Portal?

Your student portal is your own personal account for your accommodation

It gives full visibility of your Booking period & your personal profile
Full visibility of your payments, charges & account balance
Check your electricity charges when posted by finance to your account
Download Lease Agreement
It is the main tool for communication between you and the Glasán office
Log Maintenance issues online and check progress
Contact office though contact manager
View Notice Board

We strongly advise you check your student portal daily for information updates.

How do I log into my Student Portal?

Please click on the link on the home page to access the Glasán Student Portal;

Use your email address as the username. We recommend you change your password to something memorable in your student portal once you log in.

How do I change my password?

Once logged into your student portal, click on the “Resident Administrations”, then change password and fill out the requested details. Please ensure you save your new password.

How do I amend / make changes to my application?

Change requests need to be submitted by email to [email protected]

Sharing Requests

Sharing requests must be submitted by email to [email protected]. While we do our best to accommodate any sharing requests unfortunately, we cannot offer any guarantees that all sharing requests will be facilitated.

Deposit/Rent

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First Years

A. I am eligible for a grant, will the Grant Office pay for my fees directly to Glasán?

No, you must pay for your accommodation directly. For information about grants, click here.

B. Will I have to bring bed clothes?
Yes, mattress protectors are provided but students will be required to bring their own Duvets, pillows, and bed clothes.

C. How many people will I be sharing with?
Glasán has different size houses; you could be sharing with 2, 3, or 6 people depending on your room request and pending our availability at that time.

D. How are housemates allocated?
When filling out your Application Form, if there are particular people you wish to share with you must indicate this on your form. We will endeavor to satisfy your requirements but this is subject to availability and subject to all people paying their deposits and 1^st Moieties in full. We cannot guarantee that we will be able to facilitate all requests.

Otherwise housemates will be allocated on the basis of course type, gender, academic year and age where possible. Again we cannot guarantee that we will be able to facilitate all requests.

E. Do I have to leave at Christmas and Easter?
No, the room is exclusively yours for the duration of your Lease.

F. Where can I wash my clothes?
There is a launderette located beside the office that students can avail of. They offer a pay as you go service depending on the size and weight of your items for laundering.

G. Can I find out my apartment number and roommates prior to my arrival?
Your apartment details will be contained on your Lease which will be issued to you prior to your arrival. There are over 732 students in Glasán therefore from an administration point of view we cannot issue details over the phone prior to check-in.

Cancellation/Eviction

Application Cancellation Policy

If the applicant is unsuccessful in their application to their chosen college and wishes to cancel the accommodation, the applicant must cancel by email by close of business on the 16^th August 2024. Cancellations by telephone will not be accepted.

In the event of cancellation by the aforementioned date, a €100 cancellation fee will be deducted from the booking deposit and the remainder refunded. Refunds will be issued by bank transfer only. If the applicant cancels after the cut-off date outlined above no refund will be issued and the full security deposit will be retained.

An exception will be made for 1st year students waiting on CAO offers – if they cancel within 48 hours of the release of 1st round CAO offers, a cancellation fee of €300 will be applied and the balance of their deposit will be refunded. However if they cancel later than 48 hours after 1st round CAO offers are released they will lose the full deposit.

Tenant Cancellation Policy

If the tenant cancels after having paid the first rental instalment, or at any time during the course of the lease agreement, a refund of rent will only be made after the bed-space has been resold and paid for. The cancelling tenant is responsible for rent for any period up until the new tenant moves in. Glasan Student Village is not obliged to find a replacement tenant. If a replacement is not found the tenant may be held liable for any outstanding rent for the duration of the fixed term lease.

Failure to refill the bed space will result in the tenant losing all monies paid. If a replacement tenant is found partial rental refund will be processed from when the new tenant moves in. After check in, any electricity prepayment applied to the pre-paid meter cannot be refunded. The utilities fee will be refunded on a pro rata basis from the date of the payment of the replacement tenant. Bill Management fee is non refundable. If a replacement tenant is found, once the tenant has departed an inspection of the property will have to take place before any monies due to the outgoing tenant can be refunded. Any rent arrears, damages, cleaning issues or missing inventory will be deducted from these monies.

Please note that when a student leaves, management has the right to move another resident into that student’s vacant room. If this occurs, the student must still find a replacement for the room which is vacant.

Late applicants

For any late applicants booking after the commencement of the lease where spaces have become available due to cancellation, full payment due must be made within 24 hours of offer of room or the room will be forfeit.

Semester 2

Any applicant who is successful in securing a bed space for Semester 2, once the booking / damage deposit is paid to secure the room there will be a 24 hour cooling off period after which no refund will be given in the event of cancellation. The first rental payment, electricity prepayment & utilities fee is due on or before 15^th December 2023.

The same booking cancellation procedure as above will apply to Semester 2 students.

Eviction

If a student is evicted, no refund will be made.

Permit Parking

If I want to bring a car, can I park outside my house?

Yes, Glasán Student Village has an external parking control company APCOA contracted to manage parking onsite. If you have a car and wish to park in Glasán you must purchase a parking permit, cost €10 for entire academic year – August – June.

APCOA have introduced an online application process by which you can apply for your parking permit that does not require for a physical permit to be displayed. You will require your car registration number, credit/debit card details and CAO/Student ID number to complete your online registration.

Where do I apply for my permit?

Please log onto APCOA’s website below that will take you to the permit section;

https://permits.apcoa.ie/

Once your online application has been processed it will come to the Glasan office for approval.

No permit will be issued. Your details will be saved in your APCOA account for your profile.

Can I have more than one parking permit?

You can have registered 3 x vehicles under your profile at any one time but only 1 can be active at any one time. Ensure you “protect” the car that you will be bringing to Glasan. You will be liable for clamping if you do not have your current vehicle protected correctly.

If my friend is coming over to stay can they park outside my property?

You need to first sign in your friend with reception. If they are bringing a car you must ensure to purchase a Visitor Permit at this time also from Reception. There is an added cost to obtain a Visitor Permit for a car. If your guests park on site without a valid permit they are liable to be clamped.

Please note for the month of September Glasan operates a strict no overnight visitor policy therefore visitor permits will not be available for overnight use.

I live in one of the apartments above the commercial/creche area, can I park here?

No, the Glasán commercial areas, those outside the shop/restaurant/office area and the area directly across the road in front of apartments 176-179 (creche) are for commercial parking only. Parking here is restricted to 60 minutes only. Cars parked at the commercial units for more than 1 hour will be clamped with a release fee of €125.00.

Please note that even with a valid permit you are not permitted to park in any of the commercial areas at the entrance to Glasán.

Can my permit be revoked at any time?

Abusing Your Permit: Please note that any student found in breach of village rules for joyriding, speeding and causing general recklessness will be asked to remove their vehicle permanently.

Electricity / Bill Management

Electricity/Bill Management

How do I pay for my electricity during my stay?

An electricity prepayment and bill fee of €550.00 is made per applicant and is payable along with the 1st Month’s rent. Each house/apartment is metered for pre-pay electricity, and is topped up over the course of the academic year. Our service provider is Prepay Power.

The pre-pay meters allow students to monitor and have greater control over their electricity usage on a daily basis. In the unlikely event that a house/apt runs out of electricity credit between top-ups they simply report this to management/security who will provide them with a top-up card, allowing the students to purchase additional credit from a local Paypoint shop. At the end of the academic year if credit remains on the meter this will be reimbursed equally among all residents in the house/apt.

How will I know how much credit I have left?

To see your remaining credit in euro just press B on the grey meter box in your hallway or contact the office for login details for your Prepay Power account.

What happens when my credit is running low?

When your credit reduces to €1.50 you’ll hear an alarm that will sound for a few moments. Also a message will appear on screen prompting you to accept “emergency credit” This will allow you to use €10 “emergency credit” which will be taken from your next top-up.

How can I check what my electricity usage is in my house?

You have an online account to check usage, please contact the office for login details.

If you feel the usage is quite high you will need to ensure that your heaters are set correctly and also that your immersion has been set correctly.

Please see this step by step guide to ensure your heaters are set correctly. Are you ensuring everything is switched off when you are not at home? Is your immersion set correctly?

Electricity is managed internally so this is the responsibility of the occupants of the house to monitor what electricity is being used. Glasán have no way of monitoring this.

Security

What is the role of Security?

Security staff is employed as a point of contact for all residents and are here to monitor and deter. Please remember they are not an arm of the law and they cannot be expected to protect any one individual person and/or property at any given time. Residents are responsible for their own security, that of their apartment and their possessions. Residents should ensure that they have their access cards and ID on their possession at all times.

Where is security based?

Security has an office located at the entrance to Glasán beside the gates.

Customer Service & Support;

Onsite Security: static security onsite outside office hours. Onsite Security contact No. 00353868344102

For emergencies outside office and onsite security hours please call Active Security, Emergency number 00353868344102

How will I contact security if I need assistance?

You can call the onsite security contact number on 00353868344102. All these numbers are located on the window of the security and reception offices also.

There is noise disturbances outside my property, what do I do?

Please phone security to report this disturbance who will take the necessary action to rectify the noise disturbance. Do not investigate or take matters into your own hands, secure your property, ensure windows and doors are secured.

I’m locked out of my house, what do I do?

During onsite security hours you can call security on their contact number, please bear in mind that security will deal with matters in order of priority and being locked out of your bedroom may not be deemed a priority. A €5 charge will be issued by reception the following day for this lock out service. If you get locked out of your room / house outside of security/reception hours and call security there is a €30.75 call out fee for this service.

Personal Safety

If I am the victim of a crime what action should I take?

If you are a victim of a criminal offence you must contact the guards immediately. Your local Garda station is at Mill Street Garda Station, Galway on Tel. No: 091-538000. Please note security is not the arm of the law and cannot be responsible for criminal matters.

Incident Reporting / Complaints

Glasán staff and Management take on-site incidents very seriously and have a strict procedure in place for handling them. Depending on the severity of the incident Glasán staff may be able to assist in resolving an issue directly or may be able to advise a resident of a particular direction to take or support service that may be able to help them with the incident.

NOTE: Glasán encourage all residents to attempt to settle all disputes before bringing them to the attention of Glasán staff.

If you continue to experience problems with accommodation, housemates or your neighbours please report the matter to the Glasán office, where we will ask you to complete an incident form/complaint form.

Glasán will then carry out further investigations of the incident with your permission and will act once all information has been gathered. Generally, many issues can be resolved by opening lines of communication and by the students being open to understanding the needs and personalities of others.

Your colleges code of conduct extends to Glasán student village. This code covers serious incidents such as bullying, harassment and anti-social behaviour. Colleges take a dim view of such behaviour and offenders may face college disciplinary board thus effecting studies and career.

Wi-Fi

WI-FI

Is there internet access?

Yes Glasán has a wireless network. All students are issued with the password; this is available to you once your Lease Agreement has been returned to the office.

I am being asked for a password to connect to the network but my log in details are too short?

In this case you will need to enter this access code “glasanaccess”. This will connect you to the Glasán Network. If you are still experiencing issues logging in you can request help from Reception who will guide you through connecting to the network.

Insurance Cover

Insurance

I am bringing my laptop, iPad and iPhone with me when I move in, will these items be covered under the landlords contents insurance?

No. Students are advised to take out Insurance cover or use their own home insurance for personal belongings held on site as they are not covered under the Glasán Insurance Policy.

Inventory Check List

All individual items of the household inventory have been counted and supplied prior to your arrival. We deem all items of inventory now present. The full list of Inventory items per household is available under your lease agreement. The household are now responsible for these items.

Maintenance

All properties have been fully inspected prior to check in, however should you find that there are any maintenance issues (i.e. blown light bulbs) you will need to report them, please report them under the ‘ Log maintenance Issues’ of your student portal. Please ensure you issue as much RELEVANT information as possible.

Maintenance issues found on arrival must be reported via your student portal on arrival. . Emergency maintenance such as plumbing or electrical should be reported to reception immediately, this is your legal obligation as a tenant.

All maintenance issues over the course of the year should be reported online through your Student Portal “maintenance” section.

If you have any queries on the above please do not hesitate in contacting the office.

Please see below a list of some household items that you may not be familiar with for your attention.

Overnight Guests

Is there a curfew?

No, there is no curfew but the Glasán entrance gates are controlled by security from 11pm. Residents may come and go as they please. However, we do require that residents carry Photo ID with them at all times. All non-residents must sign in with reception during office hours.

Can I have friends over to visit after 11 pm?

All non-residents must leave Glasán by 11pm, unless they have been registered as an overnight guest with reception. Your guest will be asked to produce Photo ID at the entrance gate in order to gain access into Glasán after 11pm. If your guest does not have ID or is not registered as a signed in guest they will be refused entry to Glasán by security. To register an overnight guest you must email the office at least one hour before the office closes. Please include the number of your house, the name of your guest and their car registration if they are bringing a car. You will receive a reply confirming that your guest has been registered. If you send an email and do not include all of the requested details, you will not receive a reply and your guest will NOT be registered. The office staff do not have time to chase residents for information that should have been included in the original email. Your guest is not registered unless you have received a confirmation email.

If my friend is coming over to stay can they park outside my property?

There are no over night guests permitted by management during certain busy periods i.e. freshers week and unofficial college week. Glasán retains the right to refuse visitor passes at any time during the year at their discretion.

Refuse & Recycling

Where does my rubbish go?

There are designated bin areas located around the village. Red bins are for general waste and green bins are for recyclables.

How do I know what is recycling and what is not?

Full details are available in your information pack provided on check in but Recycle Ireland have their new recycling list available;

There is a shed to the rear of my house; can this be used for refuse?

No. These are for bicycle storage only. There are site walks completed each day by staff. If refuse bags are noted in the bicycle shed at the rear of your house you will be given 1-2 days’ notice to remove to your nearest refuse area. Failure to remove or if your house continues to re-offend charges may be applied.

Damages

There are damages in my houses that have not been caused by me, how do I deal with this?

You must report the damages directly to the office as soon as possible. You will be issued with a Damages Disclaimer Form that you must have your other housemates sign taking responsibility for the damages caused. Damages in common areas will be divided evenly between the household where a disclaimer has not been submitted to the office.

Can I fix / replace these items myself?

As per the terms of your lease agreement you have a period of 14 days to instruct a qualified contractor and produce their Public Liability Insurance into the office to make good on repairs. Failure to produce the above paperwork within the 14 day period will result in the office passing over the works to our contractor and you will be invoiced for the repairs. A Management Fee will be applied to the invoice for our services. This is payable within 14 days and will not be deducted from your damages deposit on file.

Can any damages be deducted from my deposit?

No, the security damages deposit is for the end of term and cannot be used for any charges during the academic year.

What happens if I don’t pay these charges on my account?

Disciplinary action will be applied if you do not pay on or before the 14 days expire. Furthermore a late fee will be applied to your bill. This may lead to Notice of Termination.

Maintenance

How do I report if something in my house is not working?

All maintenance issues can be reported through your Student Portal, these will then be passed over to our on site maintenance who will endeavour to rectify your issue within 24 hours. If you have any emergency issues (i.e. leak in your house, electric issues) you can report these directly to the office during office hours or with security when they are on duty.

My electricity has stopped working in the evening and the office is closed? Something has tripped the switch, what do I do?

Have you checked your fuse board?? Do you know what is causing the issue?? A faulty kettle or toaster is the most common culprits. If your kettle/toaster is causing your power to trip, please desist from using and report the issue through your student portal and reception will replace the faulty item the next working day. This should then allow you to put your trip switch (largest switch on it’s own in your fuse box) back up to restore power.

If you have completed the above and the issue is not rectified please contact security. If they are unable to rectify the issue they can telephone an emergency contractor who will call out to rectify the issue and restore power to your house.

All maintenance issues over the course of the year should be reported online through your Student Portal “maintenance” section for them to be addressed as soon as possible.

Key Cards

Keys

If You Get Locked Out:

During Academic Office hours please call to the office to request access. You will be issued with a single entry key card at a €3.00 charge payable on return of the single use keycard. If the card is not returned to the office within 24 hours, a €15 charge will be posted to your student portal for payment.

Outside of Office and Security hours you have 2 Options available;

1) If security are not on duty and you call for a lock out, you will be advised it will be a cost of €30.75 as a call out charge in order for security to come to the village and grant you access to your house/room. You will be issued a charge on your student portal for payment.

2) You can also choose to wait until security are on site and then a €5.00 charge will apply, this is payable the next day through your student portal. The Security contact number is 00353868344102

During Security hours – request access from security personnel onsite. €5.00 charge will apply for access granted during security hours. (Security hours are published on the security office window and on your student portal notice board). This is paid through your student portal and not to security.

If you Lose Your Key:

A new key card can be obtained from reception. For security reasons Lost / Missing Keys should be reported to the office immediately. Cost of key card replacement is €15.00.

How To Instructions

We have compiled a list of the everyday items in your house that you may need assistance on how they work;

How to set your water heater (Immersion)

How to set the radiators in your house

Hob Markings

Oven Markings

Water Stop Taps/Drainage and blockages

Ventilating Your House And Room

Showers and Extractor Fans

Fridge/Freezer Care

Glasán Office will replace all bulbs up until October. Students must replace any bulbs after this time. Bulbs can also be purchased from reception throughout the year.

Post & Packages

I am expecting a package to be delivered to Glasán; will it be signed for at reception?

Glasán Reception will not take any packages for residents into reception. You must ensure your house number is included on your package and a contact number for the courier/An Post to make contact with you directly. The postman and courier drivers are aware that we do not sign for packages in reception.

What address do I get post sent to?

You must ensure your house number is included on your postal address along with;

Glasán Student Village,
Ballybane Road,
Galway

What is my Eircode?

Eircodes for each property are available from Reception or you can use the Eircode Finder online to search for your Glasán address.

Departure

After I have moved out, how long after will my deposit be refunded to me?

All deposits are processed and refunded within 6-8 weeks from the end of tenancy.

How do I get my security deposit back?

All Glasán deposits are returned by bank transfer. You must ensure to update your student portal with the relevant bank account details you wish the deposit to be transferred to.

I have received my deposit but I am unsure of some charges or wish to query, how do I do this?

Once you have received your Security Deposit Statement all deposit queries are to be submitted in writing into the office. This can be done by post or by email [email protected]. Glasán will then investigate your query and issue a response in writing. Due to the volume of calls we receive, deposit refund queries generally are not dealt with over the phone but if possible details will be taken from you regarding your query and you will receive a response in writing.

Why have I been charged for painting, should my Landlord not pay for that?

Any painting that is required that is considered to be above fair wear and tear is charged back to the tenants. An example of this would be tan marks on walls or scuff marks caused from furniture up against walls.