Tenants Manual Contents
WELCOME - MEET THE TEAM 1 Bicycle storage 15 Parcel handling 15 USEFUL CONTACTS 2 Laundry and dry cleaning 15
Out of hours emergencies 2 Refuse and recycling 16 Household waste recycing centres 16 Local Authority 2 Bin collection days 17 Hospital 2 Parking and storage space 17 Local police station 2 Key holding 17 Utility suppliers 2 Cleaning services 17 TV licensing 2 Community events 18 UK power networks 2 National Grid 2 EMERGENCY/SAFETY INFORMATION 19 APARTMENT REPAIRS 3 Fire safety 19 Communal fire safety 19 Water 3 Smoke and heat detectors 20 Electrical distribution 3 Door entry system 20 Heating and hot water 4 Visitors 20 Radiator thermostats 4 Occupants 20 How to report repairs 5 Lifts 21 Out of hours emergencies 5 Buildings insurance 21 PROPERTY MAINTENANCE 7 Construction works on site 21 Floors 7 Accidents 21 High gloss kitchen doors 7 White goods 21 Baths/basins/showers 7 TENANCY PROCEDURES 22 Balconies 7 Tenants Portal 22 Windows 8 Renewing your tenancy 22 Condensation and mould prevention 8 Rent reviews 22 Movement and shrinkage 9 Ending your tenancy 22 Energy efficiency 9 Viewings 23 LOCAL TRANSPORT INFORMATION 10 Check out procedure 23 Trains/tubes/buses 10 Paying rent 23 Cycling 10 Problems paying rent 24 Car club 10 Changing tenants 24 Taxi services 10 Joint and several liability 24 LOCAL INFORMATION 11 Inspections 25 Security deposit 25 Restaurants 11 Contents insurance 25 Pubs and bars 11 Anti-social behaviour 26 Coffee shops 11 Medical 11 HOW TO SAVE MONEY ON UTILITY BILLS 27 Banks 12 HOW TO FIND-A-FLATMATE 28 Parks and play areas 12 Other services (library, Post Office etc) 12 HOW TO PROTECT YOUR SECURITY DEPOSIT 29 Places of worship 12 Rent 29 Entertainment (cinemas, theatres etc) 13 Cleaning 29 Supermarkets/convenience stores 13 Inventory 29 Gyms and leisure centres 13 Utilities 29 TENANTS SERVICES/FACILITIES 15 Forwarding address 29 Wifi - Broadband 15 COMPLIMENTS/COMPLAINTS 30 Post 15 Welcome to be:here
We would like to take this opportunity to welcome you to be:here East India. We are excited that you have selected a be:here property and we look forward to a long lasting relationship.
This manual should act as a useful guide for living in a be:here managed property. You will find important information regarding the building, the local area, contact details for our staff and other useful information that you may require during your tenancy.
This is only provided as a guide, your legal rights and responsibilities are set out in your tenancy agreement.
Clear communication is the key to a successful landlord/tenant relationship, please feel free to contact us at any time to discuss Welcome pack any questions or problems you might have regarding your property, this manual or the development.
We welcome feedback from our tenants. Your feedback provides us with an opportunity to understand what you like or dislike about our service and improve our services where appropriate.
Meet the team
A member of the team is available from 8am-8pm Monday to Friday and 8am-11.30am on weekends and bank holidays.
T: 020 8709 5130 E: [email protected] landlord / on-site help & guidance
Mark Wornell TBC Property Manager Assistant Property Manager
< Back to Contents 1 Useful contacts
Out of hours emergencies T: 0800 035 1991
Local Authority London Borough of Tower Hamlets T: 020 7364 5020 Town Hall www.towerhamlets.gov.uk 5 Clove Crescent London E14 2BG
Hospital Newham University Hospital T: 020 8476 4000 Glen Road Plaistow London E13 8SL
Local police station Limehouse Police Station Opening Hours: 27 West India Dock Road Monday 12noon-8pm, E14 8EZ Tuesday to Sunday 10am - 8pm
Tube: Canary Wharf (Jubilee) Main phone number: DLR: Westferry 101 or 0300 123 1212 Rail: Limehouse Station Non-emergency: 101 or textphone 18001 101 Emergency: always dial 999 or textphone 18000
Utility suppliers Your utility providers are: Please remember it is Electricity: Ecotricity your responsibility to set Water: Thames Water up your utility accounts Council Tax: London Borough for all services available. of Tower Hamlets
TV licensing If you have a television then you need to make sure you have a license for it. If you had a license at your old property, you can transfer it to your new one by providing TV Licensing with your TV License number and your new address.
UK power networks If you experience a loss of power, you T: 0800 316 3105 should initially contact UK Power Networks to find out if it is an area-wide issue.
National Grid If you smell gas or suspect a carbon T: 0800 111 999 monoxide leak, please contact www.nationalgrid.com National Grid.
Freeview TV box and telephone line
< Back to Contents 2 Apartment repairs
Water
Each apartment is provided with its own water meter, this will be located in a communal meter cupboard on the same floor as the apartment. The meter is fitted with an automatic meter reading (AMR) device which allows the water company to read the meter remotely.
Each apartment is provided with two stopcocks one is located with the utility cupboard within easy reach to allow the water to the apartment to be turned off by the occupier in an emergency. In addition there is a further stop valve outside the apartment above the ceiling, which allows the building management to shut the water off to the apartment if they are carrying out works to an area of the building.
Electrical distribution
Electricity is potentially very dangerous. DO NOT rely on the local light switch or pull cord switch for isolation. ALWAYS SWITCH OFF the appropriate circuit breaker before changing any lamps or doing any electrical work
You must not attempt any work to the consumer unit. This would first require the disconnection of power by your electricity supplier. Breaking of the seals within the meter cupboard could render you liable to a fine imposed by the electricity company and possibly lead to the disconnection of your supply.
The consumer unit is located in the Utility Cupboard.
Before changing any electrical items i.e. bulbs, fuses plugs please ensure the electricity is disconnected by the main switch which is coloured RED. This is the main distribution unit for all the electrical circuits in the property and operation of this switch will turn off the complete electrical services to your home.
Do I need to insure the property?
< Back to Contents 3 Apartment repairs cont.
Heating and hot water
All hot water for both space heating and hot water taps is produced by a community heating plant and fed to a heat interface unit (HIU) in your apartment. This replaces the more traditional boiler and provides your energy in a more energy efficient way.
The reason for this heating system being installed is to meet the government requirements to reduce carbon dioxide emissions. This has been achieved by installing large energy efficient gas fire boilers to provide the heating to all the homes on the development.
The HIU is located inside your apartment’s utility cupboard and includes a central heating pump and heating and hot water control valves. A heat exchanger within the HIU transfers the heat generated by the community plant to the liquid in your home’s heating system and to the water that comes out of your hot water taps.
We maintain the gas boilers. The heat you use will be recorded by a meter, which is installed within the heat interface unit. This heat meter is read directly by means of a wireless transmitter and you will be invoiced quarterly in arrears for your energy usage. You will, of course, have no bills for gas or any out-going responsibility for your own boiler.
A room thermostat is located in the hallway; you can adjust the thermostat to maintain a comfortable temperature. Ensure that the thermostat has a free flow of air surrounding it. The thermostat must not be covered and you shouldn’t put any heat sources, such as a lamp, near the unit. This could cause the thermostat to incorrectly detect the room temperature and switch off heating prematurely,
Radiator thermostats
Heating within your apartment is provided by radiators, which have been pre-balanced in accordance with your central heating system design. Each radiator is fitted with two valves, one lock shield that has been pre-set by the installer, and one wheel head or thermostatic valve that allows the radiator to be switched on or off.
Thermostatic radiator valves (TRVs) contain a wax capsule which expands when heated and stops the flow of water to the radiator. As the wax cools, it contracts and lets the water from the boiler flow into the radiator. It is a good idea to start off by turning the thermostat to a middle setting (say 3 or 111). Then turn it up or down one notch until you find the right setting for your comfort.
< Back to Contents 4 Apartment repairs cont.
How to report repairs
As your landlord, we will keep the main structure and the outside of your home in good repair so that it is safe and protected from wind, rain and so on.
We will also carry out essential repairs that might affect the health and security of you and your family. These relate mainly to heating breakdown, faulty electrical equipment, blocked main drains, burst pipes and doors that cannot be shut or locked.
Under the terms of the tenancy agreement, we will also carry out repairs to the main fittings that we have provided in your home and we will also maintain shared areas such as stairways, hallways, lifts etc.
Should you need to report a repair, you should do so in writing either by email or by logging onto the tenant portal here. We will ensure that any issues reported are acknowledged immediately and that you are kept up to date with the progress of the repair request at all stages.
Please review your tenancy agreement in order to ascertain what your responsibilities are as a tenant.
Out of hours emergencies
Certain emergencies, such as a fire, break-in or gas leaks require that you contact the appropriate public emergency service. You should use your judgement in these situations however difficult they may be.
For out-of-hours emergencies, we have an emergency repairs line with a voicemail facility. T: 0800 035 1991
If you call out the emergency contractor and the matter could have been dealt with safely within normal working hours (at a lower cost) we may look to recover from you the difference in cost between the emergency and the standard call out charge. In all circumstances where you report an incident to the out of hours’ phone line, you should also report it to the Property Manager.
For the avoidance of doubt, we set out below some examples of what might constitute an emergency.
< Back to Contents 5 Apartment repairs cont.
Emergency Description How to resolve Water leak A leak that cannot be stopped which, You should turn the water off immediately if not stopped immediately will cause using the stopcock. If the leak is coming additional damage to the property. from the above or adjacent property, you must first try to contact those occupants immediately.
No water supply Loss of water supply. First check that the loss of water is not a result of a local water failure then if necessary, report to the out of hours phone line.
Security A ‘break in’ or accident that leaves If the break-in is out of hours then report the the property unsecure and where incident to the police and contact the out temporary measures are necessary. of hour’s phone line, if your property needs to be secured.
If the break-in is shown to be as a result of your negligence (such as leaving keys visible in locks or all locks not engaged) then the cost of any remedial works or replacing our contents may be added to your account.
Heat & light A complete failure of the electrics Check that the loss of power or water is and/or loss of hot water/break not as a result of a local power cut then down of the heating system. if necessary, report to the out of hours phone line.
Fire Fire within the property/ If there is a fire at the property you communal areas. should immediately contact the emergency services.
Gas Gas leak. If you have a gas leak you should immediately contact National Grid. You should also report the incident to the Property Manager.
Blocked toilet This is defined as an emergency when Report the matter to the out of hours there is only one toilet in the property. phone line. If the blockage is caused by misuse or negligence on your part, the cost associated with unblocking it will be charged to your account.
Blocked drain A blocked foul water drain causing Report the matter to the out of hours flooding or overflowing internally phone line. or externally is defined as an emergency.
< Back to Contents 6 Property maintenance tips - quick illustrative guides
Floors
Regular maintenance will protect the appearance and durability of all floor coverings.
Vinyl floor covering requires regular care to protect it from dust, ingrained dirt and scuff marks. It is recommended that floors should be swept and mopped regularly using a soft broom followed by a damp mop, then rinsed with clean water and allowed to dry.
High gloss kitchen doors
Steam can damage your units so please bear this in mind when using kettles, coffee machines etc. You should wipe off splashes quickly using a soft cloth with warm soapy water or glass cleaner. Do not use any strong or abrasive cleaning products.
Baths/basins/showers
It is important that, when cleaning sanitary ware, the appropriate product is used to avoid any damage. Where acrylic baths and shower trays are fitted, these should be cleaned as regularly as possible to prevent build up of deposits which make the component increasingly difficult to clean.
Abrasive cleaning materials should not be used with acrylic products under any circumstances, as this may result in the acrylic surface being scratched. You should not use abrasive cleaners on taps or other sanitary-ware, as the surface material is likely to be scratched, eventually leading to the full removal of the surface material and subsequent corrosion.
Shower heads should be de-scaled on a monthly basis to remove any lime-scale from the spray holes. Wiping down screens and enclosures after each use helps to prevent build-up of lime-scale.
You should regularly check that the sealant around the bath is intact.
Balconies
Your balcony platforms are finished with slip resistant decking. This decking should be cleaned with water and a mild detergent. Decked surfaces also benefit from a frequent brush with a stiff broom. A thorough clean once a year in spring or autumn using a proprietary non-acid based deck-cleaning product is recommended.
The balcony balustrade is made from galvanised and powder coated metal frame finished with glass panels and a stainless steel handrail. These surfaces should be cleaned with water and a mild detergent.
Your balcony is designed for a maximum imposed loading of 1.5kg/m² therefore no more than 12 people are allowed on your balcony at any one time. Please, for your own safety, do not sit on the balcony railings.
Care should be taken not to use excessive water when cleaning your balcony as this could cause a nuisance to other residents.
< Back to Contents 7 Property maintenance tips - quick illustrative guides cont.
Windows
The glass as well as the window element itself should be washed. Glass should be washed with warm water mixed with a mild proprietary glass cleaner followed by a clean water rinse. If any unsightly stains remain, they should be removed using a mild household non-scouring cream such as “Cif” followed by washing.
Avoid the use of abrasive cleaning materials or products which may scuff the surface finish.
The hinge slide rails should be kept clean and free from grit. Lubricate with Vaseline and apply light oil to the pivot points approximately twice a year.
Each window is fitted with a handle incorporating a key lock.
To open the window, turn the key in the lock to 180 degrees which will allow movement of the handle, then turn the handle by 90 degrees. This will allow the safe tilt mode for ventilation.
For cleaning purposes turn the handle from closed position by 180 degrees.
Windows are fitted with a restrictor device to limit initial opening and are also fitted with a friction device so that the window will stay in the open position. To close the window, simply pull it, close it and turn the handle to the closed position.
Condensation and mould prevention
Keep your home well ventilated by opening windows every day.
When you are cooking, always turn the extractor fan on in the kitchen on a high power. If possible, open up the windows whilst cooking for extra ventilation. Always keep the lids on pots and pans whilst cooking so that the moisture does not escape from the pans. If the lids are off moisture will be rising from the pans even if you cannot see it.
When taking a bath or shower there will be excess moisture in the air. To stop condensation forming, ensure the extractor fans are always turned on and open a window if you have one in the bathroom. Try to keep the bathroom door shut as much as possible so the moisture doesn’t escape into other parts of your home.
You should leave a small gap between the walls of your home and the furniture as this allows the air to move away from the bottom of the walls and circulate around the room. If air lingers between the furniture and walls it will condense onto walls and could eventually form into black mould.
During the winter and at other cold times of the year you should try to maintain a constant temperature in your home. This is because it is cold air that causes the warm air to release moisture. If the air is all the same temperature then this cannot happen.
< Back to Contents 8 Property maintenance tips - quick illustrative guides cont.
Movement and shrinkage
Moisture is naturally present in all newly built homes. This needs to be allowed to evaporate slowly which is why it can take up to 18 months for your home to completely dry out.
Your home can show the following signs that it is drying out: • Small cracks in walls and ceilings • Screw heads showing in ceilings • Windows and doors needing adjustment • Gaps in skirting boards appearing
You should advise us if any of the above occurs during your tenancy in order that we may assess the situation; however we may take the decision to delay carrying out repairs until the 18 month period has expired.
Energy efficiency
Should you wish to view the Energy performance certificate for your home, please visit the tenants portal where this information is available.
The report shows how energy efficient your home is and gives tips on how you can improve this.
< Back to Contents 9 Local transport information
Trains/tubes/buses
The DLR (East India) and Jubilee line (Canning Town) stations are less than 10 minutes from the site.
be:here East India is served by the 309 bus route with the N9 night bus running via Central London to Heathrow.
The nearest bus stops for both these buses are in Savoy Street.
If you’re travelling further afield, London City Airport is a convenient 8 minute journey on the DLR from the site.
www.nationalrail.co.uk www.tfl.gov.uk/modes/tube
Cycling
Cycling offers an alternative means of travel with a lower environmental impact than most other forms of transport. be:here East India is close to cycle superhighway 3. Visit www.tfl.gov.uk for information on cycling in and around London, including cycle route maps.
For more information about cycle networks throughout the UK, please visit sustrans website: www.sustrans.org.uk
Car club
A car club facility is in progress and information will be released to all residents as soon as available.
Taxi services
Cars on Dial Minicabs T: 020 7345 5040 www.carsondial.co.uk
Heron Cars T: 020 3006 6556
Crossharbour Cars T: 020 3002 9800
Have I made all the necessary Have I made all the necessary moving arrangements? moving arrangements?
< Back to Contents 10 Local information
Restaurants
Pepenero Italian The Parlour Unit 3, Canning Town 40 Canada Park Square London E16 1EA London E14 5FW
Browns Brasserie & Bar The Narrow Hertsmere Road Narrow Street London E16 1EA London E14 8DP community events Pubs and bars
The Ledger Building Resolute 4 Hertsmere Road, Canary Wharf 210 Poplar High Street London E14 4AL London E14 8DP
The Greenwich Pensioner Hope & Anchor 2 Bazely Street 14 Newby Place London E14 0ES London E14 0EX
Coffee shops
The Beluga Café Hertsmere Road London E14 4AE
Medical
If you have moved outside the catchment area of your current surgery or if you are new to this area then you will need to register with a new surgery. You can find your nearest GP, hospital or dentist by following the link below and entering your postcode.
www.nhs.uk/Pages/HomePage.aspx/
< Back to Contents 11 Local information cont. Banks rent well spent / commitment
HSBC T: 020 7991 8888 45 Bank Street www.hsbc.co.uk Canary Wharf London E14 5NY
Barclays Bank T: 0345 734 5345 1 Church Hill Place www.barclays.com London E14 5HP
Natwest T: 0345 788 8444 20 Canada Square www.natwest.com Canary Wharf London E14 5NN Parks and play areas
Bartlett Park Lindifield Road London E14 Other services (library, Post Office etc)
Aberfeldy Post Office T: 0345 611 2970 48 Aberfeldy Street London E14 0NU
Ideal Store Library Learning T: 0115 929 3388 Whitechapel High Street www.ideastore.co.uk London E1 Places of worship
All Saints & St Nicholas Churches Church of England T: 020 7538 9198 Poplar [email protected] London E14
Poplar Shah Jalal Mosque 25 Hale Street T: 020 7093 4045 London E14
< Back to Contents 12 Local information cont. Entertainment (cinemas, theatres etc) Cineworld 9 Hertsmere Road T: 0871 200 2000 London E14 4AL www.cineworld.co.uk
UGC Cinema Ledger Building T: 0871 200 2000 London E14 4AL www.ugc.co.uk Supermarkets/convenience stores Costcutter T: 020 7536 2882 45-47 Aberfeldy Street www.costcutter.co.uk London E14 0NU Gyms and leisure centres
LA Fitness T: 020 7531 0191 5 Hertsmere Road www.lafitness.co.uk West India Quay
Mile End Leisure Centre & Stadium T: 020 8709 4420 190 Burdett Road www.better.org.uk Mile End London E3 4HL
City Golf T: 020 7796 5960 40 Coleman Street www.citygolfclubs.com City of London EC2R 5EH
< Back to Contents 13 Local information cont.
Local information cont.
Local area map
east india
Bars & Restaurants
Convenience Stores
Medical Services
< Back to Contents 14 Tenant services/facilities Superfast broadband Wifi - Broadband
Your property has wi-fi access installed by Hyperoptic Ltd. It will be connected via a HyperHub router which is located in the Utility Cupboard. For further information and on-line registration please visit the Hyperoptic website: www.hyperoptic.com
Post
Your post box is located in the communal area of the ground floor of each block. Please note that keys for your post box are not retained by be:here so you will be responsible for the cost of changing the lock if you lose the key.
Bicycle storage
A dedicated bike store has been installed on the Ground Floor of Block A and in the underground car park for Block C. These should be used for pedal cycles only. We recommend that bikes are secured with an appropriate lock, as they are stored at the owner’s own risk.
Parcel handling
We will collect and sign for all parcels delivered to the development.
We will log the details of any items received and through the tenants portal, will notify you immediately of any items ready for collection.
Please note that space is limited in the parcel storage area and we would therefore request that all deliveries are collected within 3 days of receipt unless you previously have told us that you will be away. Items may be returned to the sender if not collected within this period.
Whilst we will always make every effort to handle received items carefully and store them safely and securely, we take this opportunity to advise that we cannot be held responsible for any damages or losses that may occur.
Laundry and dry cleaning Dry cleaning
Love2Laundry 42 Albion Street London SE16 7JQ T: 020 7231 1037
< Back to Contents 15 Tenant services/facilities cont.
Refuse and recycling
Your refuse and recycling services are provided by www.towerhamlets.gov.uk
Here are some general points about recycling:
• Rinse jars, cans etc when washing up and remove labels where necessary. • Take items to your local recycling point if you cannot recycle them from home. • Try to buy items with less packaging. • Take your own shopping bags rather than accepting new ones.
These containers will be emptied by the council. Please do not leave your refuse. sacks in the communal parts of the development as this could present a potential fire hazard.
• Please make sure any sharp objects (for example, broken glass or razor blades) . are double wrapped in newspaper. Mark clearly what is in the bag. • Paint should not be placed inside your refuse bags. • You must make sure that your refuse is ready to be collected by 6.00am on the day. of your collection for normal Bank Holiday Mondays, your collection day will usually . move forward one day that week, for example, if your collection day is usually Monday, it will move to Tuesday for that week. The collection day will then go back to the Monday for the following week.
Household waste recycling centres
If you wish to dispose of unwanted furniture that is in good condition, please contact Home-store, who will collect it free of charge and sell it at a low cost to those in need. To check if your item can be reused or to arrange a collection, please call Home-store on 020 8519 6264.
You can visit www.quakersocialaction.com/homestore for more details. If your bulky waste items are not reusable, please contact Street-line to arrange a bulky waste collection. Each collection costs £15 and covers collection of up to five items. Five working days’ notice is required to arrange the collection, which will take place 7.00am. Please speak to the Managing Agent regarding a suitable location to leave your bulky waste for collection.
Street-line T: 020 7364 5004 E: [email protected]
For a full list of what can be recycled and centres, go to vist Tower Hamlets’ website: www.towerhamlets.gov.uk/lgnl/environment_and_planning/recycling_and_waste/a-z_recycling_guide.aspx or telephone 020 7364 5020.
< Back to Contents 16 Tenant services/facilities cont.
Bin collection days
You are responsible for ensuring that you dispose of rubbish responsibly and not allowing it to accumulate as this will help prevent vermin problems.
Each block has been installed with bin stores for household waste and these are adjacent to each entrance block and are accessed by a number key pad. Please try to ensure that these areas are kept clean and secure. To prevent bins overflowing ensure all boxes are flattened before placing into the bins. Residents must not use these areas for storage of other personal possessions.
Collection day for rubbish by Tower Hamlets is on a Thursday (weekly) and for recycling it will be every 2 weeks. For further information visit your local authority website: www.towerhamlets.gov.uk
Parking and storage space
To reserve a parking space or storage space please contact the Property Manager Team on 020 8709 5103 or email: [email protected]
Key holding
We will keep one set of keys for management, repairs, emergencies or gaining access with your permission. We will only access or provide access to third parties where we have received prior written instruction from you to do so.
If you lose or damage any keys/fobs you must cover the cost of their replacement. Cleaning services Cleaning services
End of Tenancy Cleaning London 9 Starboardway London E14 8PE T: 020 8290 4717
< Back to Contents 17 Tenant services/facilities cont.
Community events
There are a host of free or cheap activities in the area, whatever your passion.
Keep up to date via: • My PPLR.com – or the latest local event listings. • Poplar HARCA’s Twitter feed (@polarharca) and www.facebook.com/PoplarHarcaOfficial for HARCA-organised events.
Become part of these regular groups: • PoplarPeddlers.club – a new kind of bike club for everyone, from beginners to BMXers; Commuters to pootlers. • Poplar and Bow Green Network – find them on Facebook and get growing.
Poplar and Bow Enterprise Network – follow them on Twitter @PPLR_Enterprise for all things Entrepreneurial
Or pop along to • BiteStreetFood.com – eats, beats and booze on the last Friday of every month • PoplarFilmPresents.com – free films in fab locations on the last Wednesday of every month
< Back to Contents 18 Emergencies/safety information
Fire safety
If the fire is in your home: • Get everyone out • Close doors behind you • Use the stairs not the lift • Leave the building and move a safe distance away • Phone 999
In the event of a fire in your own dwelling, escape is the safest option - let the professional fire fighters deal with the fire. Your home has been fitted with mains operated smoke and heat detectors which offers significant early warning and save lives. Please do not tamper with or damage these detectors. Please test them regularly. Your means of escape should be discussed by all members of the household and a fire action plan made to deal with safe escape. Many fires occur in the kitchen and involve fat or grease so cannot be dealt with by water. You may wish to install a fire blanket or kitchen fire extinguisher for added protection.
Communal fire safety
In this building, the fire safety strategy is based on the principle that only the particular apartment that has a fire in it is immediately evacuated. The high level of compartmentation between each of the apartments means that it is generally safer to stay within your own apartment unless otherwise directed by the Fire Brigade. There are no sounders in staircases, lift lobbies or escape routes.
An Emergency Fire Action plan is posted in the common-parts of the building and usually in the reception/entrance area.
The Assembly Point will be identified on the Emergency Fire Action Plan and will be a safe distance from the building.
Smoking is not permitted in be:here properties, balconies, buildings, communal areas, gardens or car park areas.
The entrance lobby, corridors and staircases are for access and egress to apartments only and must be kept unobstructed at all times.
Fire doors should never be propped or wedged open as this compromises the fire safety building and will invalidate the building’s insurance policy.
You will find further useful information at www.gov.uk/firekills.
< Back to Contents 19 Emergencies/safety information
Smoke and heat detectors
Your home is fitted with a smoke alarm and heat detector which are located in the kitchen area as well as some apartments that have entrance halls, they will sound if smoke or excessive heat is detected.
You should test these are operational on a regular basis and ensure that the back-up batteries are regularly changed. Most smoke alarms will beep intermittently when the battery is low and have a test button that should be held down to check the alarm is operational. Please refer to the manufacturer’s instructions for the testing and maintenance of your smoke alarms.
If the smoke alarm sounds you should check the source of any smoke or fire. It is important to remember that you are responsible for ensuring that you can get out if a fire starts in your home. There may be more than one way out.
As part of your tenancy you are required to take reasonable care of the property and its contents and should not allow it to fall into disrepair. You can be charge for any damage to, or deterioration of, your property through negligence if you have not taken reasonable care.
Door entry system
Your apartment is fitted with a video/audio door entry handset which enables you to communicate with visitors at the main building entrance and release the door allowing the visitor access to the building.
Visitors
Visitors wishing to gain access to the building should enter a flat number onto the keypad and press ‘Bell’ button for immediate call.
You will answer the call and be able to talk to the visitor. Having identified the visitor you can then release the door lock from within your flat, enabling the visitor to enter.
Occupants
When the visitor presses a call button for a flat on the door entry front panel, the video handset within the flat will alert you. To display an image of the visitor you should press the ‘Eye’ button next to the handset cradle.
Then you should pick up the door entry handset and communicate with the visitor.
If you wish to allow the visitor access to the building, you should advise them you are allowing them access and press the ‘Key’ button next to the handset cradle.
The call can be completed by returning the handset to the cradle.
If you do not wish to allow the visitor access to the building, you should hang up the handset.
< Back to Contents 20 Emergencies/safety information cont.
Lifts
In the unlikely event that you become trapped in a lift, stay calm and press and hold the lift emergency button. This will activate the alarm and connect to:
Otis Ltd Chiswick Park Building 5, 1 Ground Floor 566 Chiswick High Road London W4 5YF
T: 020 8495 7750 www.otis.com
Please note that lift doors should not be wedged open as this will cause a mechanism failure.
Buildings insurance
We are responsible for obtaining adequate buildings insurance. It is important to note that the tenancy agreement sets out obligations on you as tenant in this respect and requires you to notify us if you become aware of any damage to the building or our fixtures and fittings. A copy of the insurance policy is available on request. Our insurance does not cover your belongings – please see Contents Insurance on page 26 for more information.
Construction works in progress on site
Landscaping of the linear park will be on-going.
Accidents
In the event that someone has an accident, is taken ill or requires urgent medical attention, you should make contact directly with the emergency services. Please also inform the Property Manager in order that they may direct the emergency services to the appropriate apartment.
White goods
Instruction booklets can be found within your resident’s packs. However, should you require any further Information please visit www.dbd.co.uk or call 01442 205 800.
< Back to Contents 21 Tenancy procedures
Tenants portal
Our tenants portal provides you with the convenience to manage your tenancy 24 hours a day:
• Sign documents electronically • Online payments • View payment history and tenancy balance • Manage personal details • Review tenancy details • Review tenancy documents • Report repairs and track progress
Follow this link to start using the portal.
Renewing your tenancy
We will write to you approximately 8-10 weeks prior to the end of your tenancy outlining the renewal terms available to you, this will include any proposed rent increases.
We do not charge you fees to renew your tenancy and the process is all managed online via the tenant portal enabling you to confirm your future intentions and sign renewal documentation at the click of a button.
Rent reviews
If your tenancy was granted for a period of 2 or 3 years, your tenancy agreement may include the provision for the rent to be increased at certain points of your tenancy. We will make contact with you in writing two months prior to the end of the first and second year to outline any rent increase proposals. This detail will be outlined in the tenancy agreement, Section 6, special tenancy conditions.
Ending your tenancy
Should you wish to end your tenancy you must notify us in writing. You can do this by email or through the tenants portal.
Please refer to your tenancy agreement, section 6, Special Tenancy Conditions, in order to determine the notice period that you are required to provide.
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Viewings
If you give notice to end your tenancy, it will be necessary for us to carry out viewings in order to find new tenants. We request your cooperation with providing access in order for viewings to take place; we will usually give you 24 hours’ notice and we can manage these viewings using our management keys without the need for you to attend.
Please make sure to inform us of any changes in contact details or advise us of any issues which may affect viewings, for example, shift work.
We would appreciate your cooperation with ensuring that the property is left in a clean and tidy condition during this period.
Check out procedure
Once notice has been given to end your tenancy, we will wish to arrange an appointment to carry out the check out. This process in necessary in order to determine the condition of the property when you vacate and will be assessed against the check in report which was produced at the beginning of your tenancy. This document will support the prompt return of your security deposit and you will be provided with an electronic copy of the report for your information.
All keys must be returned on the last day of the tenancy. If you do not do this you will be charged rent until they are returned.
Paying rent
You must make sure the rent is paid on time and in full each month.
To avoid unnecessary confusion, where the property is rented by 2 or more sharers, the payment must come from one account only and NOT a payment from each tenant. We ask that each property appoint a lead tenant who will be responsible for communicating information to the others. We will initially contact this tenant regarding all tenant matters. This arrangement does not obligate this person in any way.
In accordance with your tenancy agreement, rent should be paid by Standing Order however if this method is not convenient for you. You can also make payment online via the tenants portal, over the telephone: 020 8709 5130, in person with your Property Manager, or by direct payment to our bank account. Please contact your Property Manager for the correct bank details via email or on 020 8709 5130.
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Problems paying rent
Your home is at risk if you do not pay the full rent on time. If you experience problems and think you are going to have difficulty paying your rent you should contact your Property Manager immediately to discuss the problem via email or on 020 8709 5130.
By contacting us early we will have the best chance of helping you. It is really important not to fall into arrears because:
• You may lose your home; • A Court can order you to pay costs and interest in addition to the unpaid rent; • A Court judgement can affect your credit rating and make it hard to rent a property in the future.
Please do not ignore reminders.
Changing tenants
If a sharer wishes to leave, you should contact us to discuss how to proceed. In most circumstances we can accept a new sharer taking on the obligations of the outgoing sharer for the balance of the tenancy term.
This will be subject to:
• No change taking place within the first six months of the tenancy. • References for the new sharer being acceptable. • No rent arrears on the tenancy. • The property being kept in good order. • The outgoing or incoming sharer meeting our administration costs which consist of the reference fee and the change of sharer fee.
Joint and several liability
If you rent a property as a sharer you all have equal ‘joint and several’ responsibility for keeping to the terms of the tenancy agreement.
This means each sharer:
Has responsibility for the full amount of the rent. If one sharer does not pay their ‘share’ of the rent they, and the other sharers, remain responsible for the full rent and any outstanding balance;
Is responsible for any damage caused by any sharer and will be held equally responsible if deductions are made from the deposit and any dispute is the responsibility of the tenants to resolve;
Must advise us if another sharer moves out.
This joint responsibility also applies to the termination of the tenancy; so any one sharer wishing to end a tenancy is considered to be doing so on behalf of all the tenants unless otherwise notified and agreed by all parties.
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Inspections
Inspections will take place six monthly. The purpose of the inspection is to ensure that you continue to be happy with the condition of your home and so that we can pick up on any areas that require attention.
Ensuring that the property is satisfactorily maintained will help to safeguard your security deposit and its return at the end of your tenancy.
We will contact you in writing approximately 2-3 weeks prior to the six month point of your tenancy.
Security deposit
Your deposit is protected and is effectively yours unless you fail to meet your obligations under the Tenancy Agreement. You should pay your rent and keep the property in good repair; if you do then you should get your deposit back at the end of the tenancy.
Your security deposit is held and protected by the Deposit Protection Service (“DPS”) Custodial Scheme in accordance with its terms and conditions, so you can be sure it’s safe and ready to give back to you at the end of the tenancy. Once your tenancy deposit has been protected in the approved scheme, you will receive confirmation of this within 30 days of your tenancy start date.
You can find further information on the scheme visit www.depositprotection.com.
Contents insurance
It is your responsibility to insure any contents that you bring into the property as these items will not be covered under the be:here insurance policy and we are unable to take any responsibility for the damage or loss of any of your belongings.
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Anti-social behaviour
Problems caused by nuisance or disagreements with neighbours are often referred to as a nti-social behaviour (ASB). You must make sure that you do not cause a nuisance to others, and we also rely on you to report any ASB to us or the police. Disagreements with neighbours range from annoying incidents such as playing music too loudly, to serious incidents such as drug dealing, harassment and threats of violence.
How to deal with anti-social behaviour Whenever possible you should try to solve the problem yourself. Often, the best way of solving a problem Is for neighbours to talk to each other and try to see each other’s point of view. In severe cases of nuisance, you may wish also to report it to the police and ask for a log number.
In cases of noise nuisance, a complaint should also be made to your local authority.
How to report anti-social behaviour to be:here You can report antisocial behaviour by emailing us or through the tenants portal
When you contact us please have as much information to hand as possible including details of the incident, e.g. date and time, incident number if it was necessary to call the police, and details of any other companies that the incident was reported to.
What is not considered anti-social behaviour Behaviour that is a result of people’s different lifestyles or cultures is not usually considered as anti-social; neither is behaviour that is deemed to be reasonable by most people or if there is no action we can take as a landlord.
Examples of this include:
• People walking across wooden floors whilst wearing shoes • Washing machine noise (unless late at night and repeated) • Vacuum cleaner noise • Children playing outside • Cooking smells
< Back to Contents 26 How to save money on utility bills
Get an energy monitor
An energy monitor is a simple handheld gadget that estimates in real time how much energy you are using, so you can see where to cut back.
Monitors cost from around £30, but some gas and electricity suppliers give them away free.
Turn down your thermostat
Reducing room temperatures by just 1ºC can cut heating bills by around £75 a year, according to the Energy Saving Trust - so put on a jumper rather than turning up the heating.
Already turned down your thermostat? Save even more by turning down the radiators in rarely-used or empty rooms and by programming your heating to turn off when you’re not there.
Turn it off
We waste a lot of energy because we leave our electrical appliances on standby when they aren’t in use. The average household could save about £85 a year by switching off at the plug.
Keep it cool
Wash your clothes at 30 degrees instead of 40 and remember to make sure that washing machines and dishwashers contain a full load and try to use eco programmes where possible.
Choose a shower Take a shower instead of a bathhow and muchyou’ll use can less hotI a ord? water.
< Back to Contents 27 How to find-a-flatmate
There are a number of ways to find a flatmate in London. Consider starting with people you already know – friends, colleagues and friends-of-friends – and ask them if they know anyone looking to share a flat. Alternatively, there are a number of companies and listing services offering flatmate ‘matching’ services, such as those listed below.
We do not endorse any of these companies in particular and we would always encourage you to carefully vet a prospective flatmate before agreeing to share with them. If you’re looking to add or change a sharer after you’ve signed your tenancy, you need to let your Property Manager know in advance and your new flatmate will need to pay a referencing fee and a change of sharer fee before we’ll give our permission for your new flatmate to move in.
www.spareroom.com
www.flatshare.com
www.roombuddies.co.uk
www.uk.easyroom.com
www.weroom.com before looking for a home
< Back to Contents 28 How to protect your security deposit
Rent
Ensure that your rent account is up to date, you should note that it is not permissible for the security deposit to be used to settle any outstanding rent balance.
Cleaning
Ensure that the property has been professionally cleaned at the end of the tenancy after the removal of your belongings.
Inventory
Ensure all items listed on the inventory are present, in good condition and in the original location otherwise you will be charged.
Utilities
You should provide the utility suppliers with the final meter readings and ensure that all of your bills are paid up to and including the last day of your tenancy.
Forwarding address
Ensure that you provide us with a forwarding address at the end of your tenancy in order that we may converse with you regarding the prompt return of your deposit.
< Back to Contents 29 Compliments/complaints
Whilst the team at be:here strive to give the best possible service and care to tenants, sometimes there may be situations when a complaint may need to be made.
A copy of our complaints procedure is available from any of our staff on request.
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