1.    Information on accommodation arrangements 

Inform applicants on the below. 

• The organisation of the reception facility (e.g. type of facility, description of the accommodation arrangements).
• The expected duration of accommodation in the facility, clearly explaining where necessary the link with the asylum procedure.
• The alternative accommodation arrangements, such as the option to choose private self-paid accommodation and the responsibilities the person would have towards the asylum and reception authorities in this case.
• The availability of alternative accommodation arrangements for applicants with special needs, such as centres for people with disabilities, residential centres for the elderly, centres for victims of gender-based violence etc. Explain the importance of communicating any special needs (including mobility issues and any dietary requirements) to facilitate adapting the material reception conditions to the particular context or special needs of applicants. According to the situation, consider providing information on the existence of elevators and wheelchair ramps, accessible bathrooms and adapted furniture, quiet spaces, audio or visual aids, etc. For more information please see the section on Special Needs.   
• The amenities available within the premises, such as communal areas, including their schedule where applicable.  
• Any limitation of some areas to certain residents, such as children, unaccompanied children, families and applicants with special reception needs. 
• The need to respect gender separation if bathrooms are not located inside the bedrooms. Show the male/female signs to the applicant and ensure they understand the meaning. 
• The procedures applicable to inspection of individual premises by the staff, in line with applicable national legislation or/and house rules.

*Note: in line with EUAA Guidance on Reception – Operational standards and indicators, 2024, the terms ‘accommodation facility’ and ‘reception facility’ are used to indicate any place for the housing of applicants. The term ‘accommodation centre’ is used to refer to collective housing only.

2.    Information on food and non-food items

Inform applicants on the below:

• The goods and allowances (in kind, in the form of vouchers, in cash or a combination of these) that are provided to them while in  reception, such as: food, clothes and shoes, personal hygiene and cleaning products, kitchen utensils and cutlery, bedding and linen, school supplies etc. as well as the procedures, location and schedule for distribution. For instance, information regarding food could encompass whether it is provided through food vouchers, catering services, or as an allowance which may also involve opportunities for self-cooking. Furthermore, inform how catering services accommodate the religious, cultural, or medical dietary needs of applicants.
• The availability of WI-FI/phone or sim cards, where applicable. When not available inform applicants on the available communication facilities and how to access them. 
• The availability of washing machines, kitchen appliances, including their schedule and the procedures for using them, where applicable. 

3.    Information on allowances and conditions for access to material reception conditions 

Inform applicants on the below.

• The existing allowances, their purpose, regularity and methods for accessing them. 
• The fact that their access to material reception conditions depends on their financial situation. Provide details on how this assessment is conducted and outline the specific criteria used in the evaluation.
• The fact that the provision of material conditions is contingent upon residing in a location designated by the reception or asylum authority (if applicable according to the national legislation).

4.    Information on house rules and regulations

Inform applicants on the below.

• The organisational structure of the reception facility, including the roles of staff, available resources, and access to relevant procedures for addressing concerns or seeking assistance. See the section on Service Provision for more information. 
• The rights and obligations of applicants in reception in regard to cohabitation (e.g. quiet hours, exit/entry hours), routines (cleaning), other residents, the community at large etc.  
• The values and behaviours encouraged in the reception centre, such as respect, prohibition of violence and discrimination, equality among applicants and equal access to goods and services. Additionally, include information on behaviours that are not acceptable (e.g. harassment, violence, bullying, intimidation, use of alcohol/drugs, etc.).
• The prohibited goods and items: alcohol, drugs, weapons and other dangerous objects, furniture, home appliances, etc. 
• The fact that smoking is prohibited in the accommodation space. Inform applicants on the available smoking areas.
• Parents’ responsibility towards their children: their duty to supervise them at all times.
• Other facility-related requirements: use of electricity, common kitchen appliances, maintenance and repairing of existing goods and livelihood products. 
• The regime of visitors, gatherings, pets, etc. in the accommodation facility. 
• The use of mobile phones/cameras and privacy: e.g. no photos/videos of staff and applicants in the centre without their consent.  
• The importance of respecting the separated areas for certain groups of residents (e.g. unaccompanied children, applicants with special reception needs) as well as common areas.
• Their responsibilities towards maintaining a safe and respectful environment within the facility by adhering to the house rules
• The consequences of breaching the house rules and the sanctions than can be applied as per your national context.  
• The internal, administrative, and legal repercussions that may result from certain offenses or crimes, as per your national context. For instance, clearly explain that violent behaviour or instigation to violence could lead to sanctions such as a reduction/withdrawal of material reception conditions (e.g. suspension or deduction of allowances). In severe cases, individuals may also face legal consequences, including criminal trials and appropriate sanctions.

5.    Information on reduction and withdrawal of material reception conditions

• In case of withdrawal/reduction of material reception conditions, inform the applicant through a written decision and include a justification for the decision, duration of application of the decision, means of appealing etc. 

6.    Information on complaint mechanism and appeals

Inform applicants about: 

• the possibility and modality to lodge a complaint regarding any breach of the house rules, duration until receiving a response etc. 
• their right and the available procedures, including available support services, for appealing the decisions relating to the granting, withdrawal or reduction of material reception conditions.

7.    Other  

Inform applicants about: 

• modalities of transfers to other centres, conditions for requesting an extension of accommodation;  
• the existing opportunities to actively participate and engage in the daily management of the facility.

Practical tips

• Information on house rules is crucial and typically provided upon arrival in reception. However, it is important to reinforce this information regularly throughout the stay and to deliver it through various channels. (oral, text, pictograms, posters, audio/video). Repeat the message as needed to ensure that information regarding material reception conditions reaches all applicants, with a particular focus on those with specific level of understanding in relation to their age or to their special needs. 
• Ensure that house rules (rights and obligations) are clearly explained and understood by applicants, especially considering that they might be unfamiliar with certain topics. For example the requirement to adhere to specific dining schedules, the prohibition of certain types of behaviour, such as smoking in the accommodation space, or the requirement to participate in regular communal cleaning duties, irrespective of their gender.
• Hand in to each applicant a copy of the house rules in a language they understand and ask them to sign it to acknowledge receipt of the information. For applicants with visual impairments or who are illiterate, consider reading out and verbally explaining the house rules to them (potentially in the presence of a witness). Then, followed by a verbal agreement or a mark to indicate their acknowledgment. Explain the sanctions attached to breaking the rules.
• Place multilingual posters outlining the house rules on the information board in each room or in the common areas used by applicants. This ensures they can refer to the rules at any time. Having the rules prominently displayed also helps address any disputes or challenges regarding the existence of certain rules. The posters should be designed with clear graphics, pictograms and colours, to enhance understanding for the majority of applicants. Additionally make use of animations that explain the house rules in an accessible manner. Encourage applicants to discuss any questions or concerns with a reception officer for further clarity. 
• Tailor information messages and channels to the special needs of applicants by emphasising certain aspects of particular interest to them. For example, for a person with reduced mobility, provide details about the dedicated facilities available in the centre, explain when and where to seek support, and mention any exemptions from certain house rules (such as cleaning obligations). 
• Explain what constitutes abuse of the reception system and the sanctions attached to it.