Blundellsands Classic Owners Handbook

19 Blundellsands Road West, Blundellsands, Merseyside L23 6BA Contents

Local Pages Board of Directors 6 Meals 23 Managers 6 Meters 23 Rates and Charges 7 Morning Call 23 Notice Board 23 Introduction Pets 24 The Retirement Security Concept 10 Post Box 24 Legal Arrangements 12 Security 24 Lease 12 Service Charge 24 Owners’ Company 12 Smoking 25 Management Agreement 12 Staff Cover 25 Legal rights of Leaseholders 13 Telephone 25 Retirement Security Limited 13 Television 25 VAT Relief 26 Services Window Cleaning 26 Service Arrangements 16 Fire Instructions 27 Alarm Call System 16 Compliments, Comments and Complaints Policy 27 Alterations 16 Board of Directors 16 Staffing Care 17 Managers 30 Car Parking 17 Manager 30 Common Rooms 17 Duty Managers 30 Council Tax and Water Charges 17 Housekeeping Assistants 30 Daily Checks 17 Additional Housekeeping Assistance 31 Door Chains and Locks 18 Trading with Staff and Contractors 32 Dustbins 18 Gratuities to Staff 32 Electric Buggies / Electric Wheelchairs 18 Documents 32 Fund for Future Maintenance 18 Gardens 18 Management Guest Suite 18 The Management Services Provided By Handyman 19 Retirement Security Limited 36 Hearing Aids 19 Management Fee 36 Heating 19 Re-Sales 38 Insurance 20 Transfer Premium 38 Keys 21 List of Courts 39 Laundry 21 Location Map 39 Maintenance and Repairs 22

2 Blundellsands Classic Owners’ Handbook Please call Retirement Security free on: 0800 389 9384 3 Can’t find what you’re looking for? Contact reception at Blundellsands Classic on: 0151 932 9824

Local Pages Within this section: Board of Directors 6 Managers 6 Rates and Charges 7

4 Blundellsands Classic Owners’ Handbook www.retirementsecurity.co.uk 5 Local Pages

Board of Directors Rates and Charges

Board of Directors as at 1st April 2017 Rates & Charges for the Financial Year Mr R Garvey Director (Chairman) 1st April 2017 – 31st March 2018 Mrs J Whetnall Director The Service Charge £ Laundry £ Mr E Smith Director Per day 17.13 Wash 2.50 Mr P Gerrard Director Per month (for standing order) 521.04 Dry 2.50 Mrs P Martin Director Iron (excluding HKA time) 1.25 Guest Suite (per night) Single Owners 36.00 Photocopies (per copy) 0.10 Guests 42.00 Fax 0.20 Double Owners 40.00 Managers Guests 46.00 Additional Housekeeping Assistance Extra Bed 5.00 8.00am to 6.00pm (per hour) 10.40 Court Manager - Susan Russell Services Manager - Michelle Vjestica 6.00pm to 8.00am (per hour) 11.52 Meals The day-to-day management of the Blundellsands The Service Manager for Blundellsands Classic Classic Management Limited is the responsibility Management Limited, who acts as Company Owners’ Lunch Mon, Tues, Thurs, Fri 6.60 Additional Front Door Key Fobs - of the Manager, Mrs Susan Russell, who works 35 Secretary and is the principal link with Retirement Weds & Sun 8.60 One off payment 20.00 hours a week on behalf of the Classic. Security Limited, is Michelle Vjestica who visits Sat 5.10 Blundellsands Classic Management Limited at Visitors Lunch Mon, Tues, Thurs, Fri 8.50 Gate Zappers - As well as responsibility for the day-to-day least every 3 weeks and more often, if required. One off payment 20.00 running of the court, the manager also has Weds & Sun 10.00 As well as serving the Board of Directors, as Buggy Charging - responsibility for re-sales, for which she is Sat 5.10 their Secretary, the Services Manager also has Monthly charge 1.00 remunerated separately. responsibility for advising individual Owners, on a confidential basis with their entitlement to welfare benefits. Any owner who wishes to see the Services Manager on any matter should leave a message in the Blundellsands Classic Management Limited office, or else phone Retirement Security Limited on 0800 389 9384

Lounge Dining Room

6 Blundellsands Classic Owners’ Handbook Please call Retirement Security free on: 0800 389 9384 7 Can’t find what you’re looking for? Contact reception at Blundellsands Classic on: 0151 932 9824

Introduction Within this section: The Retirement Security Concept 10 Legal Arrangements 12 Lease 12 Owners’ Company 12 Management Agreement 12 Legal rights of Leaseholders 13 Retirement Security Limited 13

8 Blundellsands Classic Owners’ Handbook www.retirementsecurity.co.uk 9 Introduction

The Retirement Security Concept

However, the amount of additional assistance can The Retirement Security concept is to be increased if an Owner wishes and there are enable retired people to maintain their staff available for this purpose. This can include independence and to live in their own home personal care such as assistance with getting up for as long as possible. This is sometimes and dressed, or going to bed at night, help with classified as Very Sheltered Housing. bathing etc.

The Manager will be glad to discuss with any Owner how they can best be cared for and in This is achieved by careful attention to the design conjunction with the Services Manager how this of the buildings, which, amongst other things, can best be paid for. makes all the communal facilities and all the rooms in the private dwellings easily accessible to everyone including anyone who may be confined All the staff at the Court are employed by to a wheelchair. Careful attention is paid to detail, a company that is owned and managed by so that no steps or stairs have to be negotiated, the Owners themselves. The Owner of each sockets and switches are conveniently placed, dwelling holds one share in the Owners’ and flooring is chosen with safety and ease of Company and the Owners are the only movement in mind. There is a speech alarm shareholders. The Management is arranged system accessible in every room of both the to give Owners a real voice in decision private dwellings and communal areas. Owners making in the Court. are at liberty to use the communal facilities as much or as little as they want.

The services are much greater than may be The Owners themselves elect the Directors of expected. There is a Manager, who works to the Company. This Owners’ Company also takes ensure the smooth administration of the Court. decisions about day to day activities at the Court, In addition there is a team of Duty Managers one repairs and improvements and the budget and of whom is always present on site, day and night, service charges. They are advised and supported although none of them lives on the premises. by Retirement Security Limited who also acts There is also a dining room where a substantial as the Company Secretary. The Directors also meal is available at a modest price every day for appoint their own accountant and surveyor and everyone who wishes to have it and meals can be legal advice is available through Retirement taken to any Owner who is unwell. Security Ltd. In addition, a team of Housekeeping Assistants provides domestic assistance under the direction of the Duty Manager on duty. Every Owner pays for an allowance of domestic assistance each week, included in the Service Charge. Of this, 1½ hours is provided in the Owner’s private dwelling and the remainder is at the disposal of the Duty Managers, for communal purposes.

10 Blundellsands Classic Owners’ Handbook Please call Retirement Security free on: 0800 389 9384 11 Introduction

Legal Arrangements

are paid to this Company. Retirement Security Legal rights of Leaseholders There are three major legal documents Limited is appointed as Company Secretary to the Leaseholders have a number of legal rights under Retirement Security Limited involved in buying a dwelling at the Court The Blundellsands Classic Management Limited the Commonhold and Leasehold Reform Act 2002. and copies of these are sent to each and undertakes the secretarial work, but has to These are briefly summarised as follows: Retirement Security Limited was established purchaser’s solicitor. Copies are available account both to the Board of Directors of the The in 1984 primarily for the development and 1. As the lease requires the payment of variable for reference from the Manager and also Blundellsands Classic Management Limited and management of Very Sheltered Housing. It is service charges, the leaseholder is entitled from Retirement Security Limited. These the Annual General Meeting of shareholders. a private limited company. documents relate to each other and have to to know how these service charges are made The freehold belongs to the Weld Blundell be considered as a whole but they can be Management Agreement up and to see the accounts on which they are Estate. Currently the head lease is for 999 described briefly as follows: This document is the agreement between the based. The Blundellsands Classic Management Limited years is held by Blundellsands Classic 2. The law requires that the leaseholder must Retirement Security Limited has two and Retirement Security Limited who manage, Management Limited but Retirement be consulted before the landlord carries out subsidiaries Retirement Security (Reading) in consultation with the Board of Directors, Security Limited will become the head works above the value of £250 per dwelling or Limited and Retirement Security (Milton the affairs of the The Blundellsands Classic leaseholder on the sale of the last dwelling. enters into a long-term contract (one for more Keynes) Limited which are wholly owned by Management Limited to ensure that appropriate than 12 months) for the provision of services. The registered office of Retirement Retirement Security Limited. services are provided at the Court. The agreement Security Limited is: can be terminated by 12 months notice on either 3. The legislation provides protection to side. In return, the The Blundellsands Classic leaseholders in that demands for service 18 Wood Street Lease Management Limited pays Retirement Security charges must be reasonable. In the event Stratford upon Avon This document grants the original purchaser a Limited a management fee and this increases that a leaseholder withholds the service CV37 6JF in line with the increase in the State Retirement charge, the Board of Directors of the Owners’ leasehold interest in the private dwelling for 125 T : 01789 292952 Pension each year. Company have the right to charge interest on years from 2002 and a share in the communal F: 01789 297234 the unpaid amounts at the rate of 4% above facilities, but it also contains an obligation to pay In effect the Management Agreement delegates E: [email protected] base rate. Leaseholders are advised not to a share of the cost of the services. The lease may the responsibility for the day to day management www.retirementsecurity.co.uk refuse to pay the service charges if they be sold on at the discretion of the leaseholder. of the affairs of the The Blundellsands Classic consider them to be unreasonable, but to The consent of Retirement Security Limited is Management Limited to Retirement Security apply to the Leasehold Valuation Tribunal to also required, but this may not be unreasonably Limited acting in consultation with the The Retirement Security Ltd is registered with resolve the dispute. withheld. The lease sets out the rights and Blundellsands Classic Management Limited. the Housing Ombudsman Service (HOS): T : 0300 111 3000 obligations of the individual Leaseholders The formal role of the Directors of the The 4. As the service charge includes contributions www.housing-ombudsman.org.uk (Owners) the Owners Company, Blundellsands Blundellsands Classic Management Limited, towards insurance, the leaseholder is entitled Classic Management Limited and the Head therefore, is almost all concentrated in the to ask for a written summary of the current Retirement Security Ltd subscribes to Leaseholder and Managing Agent, Retirement meetings of the Boards of Directors, the insurance cover, including the name of the Association of Retirement Housing Security Limited. importance of which cannot be overstated as it insurer. Managers (ARHM) is where all of the administrative strands come T : 020 7463 0660 The Blundellsands Classic (Owners’ Company) - Further details of leaseholder’ legal rights can together. www.arhm.org Memorandum and Articles of Association be obtained from the ARHM on 020 7463 0660 A separate company, Blundellsands Classic The intention behind these arrangements is to (www.arhm.org) or The Leasehold Advisory Service Retirement Security Ltd subscribes to Management Limited, is established to provide the ensure that ultimate decision-making rests with on 020 7832 2500 (www.lease-advice.org). the Associated Retirement Community services at the Court. The only shareholders are the Owners of the dwellings and that all the Operators (ARCO) and complies with their the Owners of the private dwellings. Each dwelling services provided are for their welfare. code of practice. is allocated one share. All the Service Charges T : 020 3697 1204 www.arcouk.org

12 Blundellsands Classic Owners’ Handbook Please call Retirement Security free on: 0800 389 9384 13 Can’t find what you’re looking for? Contact reception at Blundellsands Classic on: 0151 932 9824

Services Within this section: Service Arrangements 16 Laundry 21 Alarm Call System 16 Maintenance and Repairs 22 Alterations 16 Meals 23 Board of Directors 16 Meters 23 Care 17 Morning Call 23 Car Parking 17 Notice Board 23 Common Rooms 17 Pets 24 Council Tax and Water Charges 17 Post Box 24 Daily Checks 17 Security 24 Door Chains and Locks 18 Service Charge 24 Dustbins 18 Smoking 25 Electric Buggies / Electric Wheelchairs 18 Staff Cover 25 Fund for Future Maintenance 18 Telephone 25 Gardens 18 Television 25 Guest Suite 18 VAT Relief 26 Handyman 19 Window Cleaning 26 Hearing Aids 19 Fire Instructions 27 Heating 19 Compliments, Comments and Insurance 20 Complaints Policy 27 Keys 21

14 Blundellsands Classic Owners’ Handbook www.retirementsecurity.co.uk 15 Services

Service Arrangements

Alarm Call System It is understood that this may cause difficulty either by speaking to the Manager informally or Daily Checks An alarm call system is fitted in each dwelling as many plumbers are still not familiar with the by having an item included on the agenda of the It is the policy of the Court to check on a daily and its maintenance is included in the Service range of “Walk-in Showers” which are available Board Meeting, but it would be inappropriate basis that each Owner is safe and well. This is Charge. There are red pull-cords in every room of and so Retirement Security Limited offers a free for an individual Director to give instructions to done by placing a courtesy call sometime after the whole development and a speech module is consultancy service on building alterations. another member of the staff. 4.00pm each day to any Owner who has not been located in the hallway of each dwelling, enabling seen by, or had contact with, staff during the There is a form of application to be completed by A more detailed document regarding the role Owners to speak to the Duty Manager at any time, earlier part of the day. the Owner which is available from the Manager. of the Directors can be obtained from the Court day or night. Owners are asked to restrict calls to This form must be completed, and freeholder Manager, or from Retirement Security Limited. If any Owner does not wish to receive this emergencies only between 10.00pm - 8.00am. approval obtained, prior to any addition, Retirement Security Limited are happy to advise courtesy call in the event that no-one has been alteration, replacement, adjustment or renewal current Directors, or Owners considering standing seen or heard from them, they are requested to Alterations within Owners’ dwellings and communal areas. for election as a Director, about the role and sign a disclaimer, certifying that this is their wish. Owners may not make any alteration, replacement, This would apply to any part or element other duties involved. All disclaimers will be reviewed at minimum on a adjustment or renewal to their dwelling without than personal or moveable chattels. Replacement 6 monthly basis and the Owner requested to sign the consent of the freeholder, Retirement Security would not include minor items such as light bulbs. Care a new disclaimer if it remains their wish not to be Limited. Consent will not be unreasonably contacted. Owners considering an alteration to their This Court is registered with the Care Quality withheld. Any Owner who wishes to undertake any dwelling should refer to Retirement Security Commission (CQC) for the provision of personal Please note that this disclaimer does not exclude alteration, replacement, adjustment or renewal to Limited’s guidance booklet available from the care. Clinical care can only be authorised by a the Owner from receiving a response in the event their dwelling must in the first instance discuss Court Manager, prior to contacting their chosen qualified clinician, usually a doctor or nurse. of using the emergency call system, or exclude the it with the Manager. Safety and the welfare of the contractors. If in doubt, advice can be obtained Owner from receiving contact if the Duty Manager Owners will be a major consideration in reaching from the Court Manager or the Services Manager. Car Parking has reason to be concerned about their safety or a decision. For example, to avoid falls by Owners, Free car parking is provided in the spaces welfare. In these eventualities, the Duty Manager loft ladders may not be installed and Retirement available. Each Owner has the non-exclusive right is bound to ensure the Owner’s welfare regardless Security Limited has a policy of only allowing Board of Directors to park one private motor vehicle. of any disclaimer having been signed. the installation of level access showers. If the A Board of Directors is elected by the Shareholders of the Owners’ company. There are alteration, replacement, adjustment or renewal In case of an emergency it is necessary for the a maximum 5 Directors and a minimum of 4. One Common Rooms would impact upon other Owners, the views of the Duty Manager to know whether a dwelling is third of the Directors retire each year but may The use, furnishing, heating, decoration and Owners’ Company will be taken into account by inhabited during the night. Owners should notify stand for re-election at the AGM. In the event that cleaning of all the communal areas is covered in the freeholder when making the decision about the Duty Manager when they are to be absent for a vacancy occurs between AGMs, the remaining the Service Charge. The communal rooms may the proposal. one night or more. Directors may hold an Advisory Election or co-opt also be available for hire. For information, please This is particularly relevant to the removal of without an election until the next AGM. contact the Manager. the bath to install a shower, about which there The duties of a Director are established by the is abundant evidence to show that “level access” Council Tax and Water Charges various Companies Acts and the Memorandum showers are much more user-friendly and safer The Service Charge covers water charges for the and Articles of Association of the Owners’ than showers which incorporate a step and would communal areas. Owners are responsible for Company. Nothing in this handbook is intended to have insurance implications if Retirement Security the council tax and water charges on their own contradict or limit anything set out in those legal Limited authorises a shower which subsequently dwelling. The Services Manager will advise and documents, which are legally binding. is the cause of an accident. assist with claims for financial assistance. Accordingly, Retirement Security Limited, as Head Individual Directors will also find that they Leaseholder will not give permission for the are expected by other Owners to have a installation of a shower which incorporates a step. representational role which they can discharge

16 Blundellsands Classic Owners’ Handbook Please call Retirement Security free on: 0800 389 9384 17 Services

Service Arrangements

Door Chains and Locks Fund for Future Maintenance Handyman Heating The door chain currently fitted is specifically A proportion of the Service Charge is set aside for A Handyman is engaged to carry out everyday Heating in the communal areas is included in designed to allow staff to gain entry using a key. future repairs and refurbishment, as prescribed repairs in the communal areas and he will also the Service Charge. A gas boiler heats individual Under the terms of the lease, additional door by the lease. It forms part of the funds of the do work for Owners at a price to be agreed with dwellings and provides the hot water. Owners security chains and locks may not be added to Owners’ company and is shown in the accounts. the Manager for each job, payable by Owners are responsible for the gas boilers in their own an Owner’s dwelling or locks changed since this It is invested on behalf of and can only be spent through the accounts of the Court. Contact with dwellings and must ensure that it is serviced at would prevent access by the emergency services for the benefit of the Court. This fund is for the Handyman may be made through the Duty least annually by a gas fitter, registered under the and staff in case of an emergency. future repairs and it is in the interest of current Manager who also has information about a Gas Safety Register. Owners to ensure it is maintained at the level plumber and an electrician. In the event of a mains power failure, a generator Dustbins recommended by the Court Surveyor, since the will be procured to provide heat and light to the There is a bin area, which is available to the resale value of individual dwellings is adversely Hearing Aids communal areas. Owners. For everyday use, most Owners use a affected if there are insufficient funds available to The buildings incorporate induction loops, which domestic pedal bin with plastic liners. Owners are carry out future repairs as they arise. allow any Owner who has a suitable hearing aid to asked to place all rubbish in the communal bin use the television or radio without having to raise store. Please notify the office if larger items need Gardens the volume of the set. to be removed such as packaging and boxes. If you The communal gardens including shrubs The transformers are replaced free of charge by require assistance removing your rubbish, please and planters throughout the courtyards and Social Services. contact the Duty Manager who will arrange for the walkways, are for the use of all the Owners and Handyman to assist. are maintained by the gardener. A consultative gardening committee of interested Owners will Electric Buggies/Electric Wheelchairs be set up to meet regularly with the Manager. There are Health and Safety considerations and Individual Owners must obtain permission from restrictions regarding the storage and charging the Owners’ Company before altering the planting of electric buggies at the Court. Owners are scheme. advised to obtain a copy of the guidance notes and discuss these with the Manager prior to Guest Suite purchasing an electric buggy. There is a double guest room with en-suite bathroom, only accessible by stairs. Owners may It is requested that buggies are reversed into lifts book this for their guests at a charge, the amount to ensure the safety of others when exiting the lift. of which is set by the Owners’ company. For information about the insurance of Electric A continental breakfast is also provided. The Duty Buggies, please see the section on insurance Manager makes bookings, subject to availability. page 20. The Owner making the booking will be responsible for any consequential costs.

Pets are not allowed in the guest suite.

Arrangements can also be made for Owners to stay in the guest suites at other developments should they wish. Please consult the Manager or the Duty Manager.

18 Blundellsands Classic Owners’ Handbook Please call Retirement Security free on: 0800 389 9384 19 Services

Service Arrangements

Insurance Even if an Owner does not feel that the value and a value not exceeding £5,000. More Keys Owners often ask questions about the details of of their contents justifies the expenditure, substantial vehicles will need to be separately Access to dwellings and to the circulation areas insurance and the following is a brief resume of it is strongly recommended that a contents insured. of the development will be controlled by an insurance cover prepared in consultation with the insurance policy is taken out as it is usual electronic door-entry system. Each Owner will Buggies are not to be stored in corridors or in insurance brokers used by Retirement Security that a contents only policy will also include be given two key-fobs which when presented any areas that the The Blundellsands Classic Limited. a liability extension which will indemnify to a wall mounted plate, will unlock the door. Management Limited designates as unsuitable. the Owner against any miscellaneous claims Additional key-fobs can be provided for a small l Buildings Insurance brought against them by third parties for l Additional Points charge. The Service Charge includes comprehensive damages they may cause whether in their Owners must ensure that their contents insurance cover for all the business activities Duplicate keys must only be obtained from the own home or outside. However, it is the insurance covers their personal possessions of the Owners’ Company, such as Public and Manager. responsibility of individual Owners to check for water damage through burst pipes and Employers’ liability, money and frozen food this liability extension is included in their accidental damage. belonging to the Owners’ Company, engineering policy. Laundry and directors’ liability as well as the contents Owners are responsible for the maintenance of There is a laundry room equipped with a washing l of the communal areas and the structural Owners’ Buggies/Electric Wheelchairs all items within the walls of their dwelling as and drying machine. The Housekeeping Assistants parts of all the buildings at the development Owners are advised that the Court insurance defined in the lease. (The Manager has a copy can do Owners washing for which there is an extra (including the Owners’ dwellings). does not cover them for any accidents or of the specimen lease available in the office). charge. damage either within the building or the The buildings insurance covers all the usual grounds of the Court. If an insurance claim arises from an incident risks, including accidental damage, but Owners that involves an item Owners are responsible should be clear that these do not include Owners are strongly recommended to take out for maintaining, the cost of repair to that damage arising simply through wear and insurance cover on the buggy/wheelchair that item will not be met. However, the insurance tear. In-built fixtures (known as landlord’s includes liability cover for the use of it by the will cover the cost of all other damage to the fixtures and fittings) such as sanitary ware, Owner or anyone else who has permission to building or other furniture and equipment kitchen units and fitted wardrobes as well as do so. in the communal areas, resulting from the internal decorations within all dwellings are incident that led to the claim. This cover can usually be obtained as an also covered under the buildings insurance extension to the Owners’ contents insurance maintained by the Owners’ Company. All Owners must contact the Manager but needs to be specifically requested. If the immediately if they believe they have an l Contents Insurance for Owners Owners’ insurance company cannot provide individual claim on the insurance of the Owners are responsible for obtaining their cover the Manager can advise on companies Owners’ Company. own policy for contents insurance, which that specialise in this cover. should cover all of their personal possessions Owners should make their own arrangements Owners use the recharging facilities for their including furniture, carpets and curtains. for contents insurance. If an Owner’s insurance buggies and electric wheelchairs at their own (Summary definition – anything the Owner company cannot provide cover, the Manager risk. The Court insurance does not offer cover. would take away with them if they sold the can advise on companies that specialise in this dwelling). It is important to remember that Retirement Security Limited has been advised cover. some possessions of a valuable nature will that for the purposes of this statement, need to be declared and specified separately buggies and electric wheelchairs are mobility for the insurance company. equipment with a maximum speed of 8 mph

20 Blundellsands Classic Owners’ Handbook Please call Retirement Security free on: 0800 389 9384 21 Services

Service Arrangements

Maintenance and Repairs All repairs for which the Owners’ Company is l Court Design Services Meals The Owners’ company is responsible (under the responsible should be reported to the Manager, Retirement Security Limited employs a Meals are not included in the Service Charge, terms of the leases) for maintenance, repair or in his/her absence, the Duty Manager. Urgent professional designer who is available to however, a substantial three-course midday meal and upkeep of all parts of the development repairs will be dealt with as such. Non-urgent provide advice and support to the Owners’ is available to purchase every day, usually at other than the internal parts of the individual repairs may be grouped in the interests of Company on all aspects of interior design lunch time, in the dining room. Guests are always Owners’ dwelling. This responsibility extends economy. work in respect to the communal areas of the welcome and any special dietary requirements will not only to the structural parts (main walls, Court. Courts are free to employ their own be catered for. With prior arrangement, a meal will l Court Surveyor roofs, foundations, timbers etc) of all buildings designer if they wish but the services of the be taken to anyone who is unwell. The Court Surveyor is employed by the (including the Owners’ dwelling) but also to the Retirement Security designer will normally be Owners’ Company for the provision of expert internal parts of all common and communal areas available at no charge. Owners are asked to book meals at least the and impartial advice on all aspects of land, within those buildings and all external hard and evening before they are required, but every effort property and construction matters. The Court In the event of a major refurbishment project soft landscaped areas. All the Owners share these will be made to accommodate late requests. Surveyor can provide a range of services Retirement Security Limited may advise that costs through the Service Charge. Bookings for Sunday lunch are requested to be including design, specification and supervision additional professional support is required made by 12 noon on Fridays. Meals not cancelled Owners do of course retain responsibility for the through to delivery of maintenance works. but any such appointment would only be twenty-four hours in advance have to be paid maintenance and repair of the internal parts of made in consultation with the Owners’ for. Morning coffee, afternoon tea and evening The role of the Court Surveyor is to assist in their own dwelling and the fixtures and fittings company. drinks are served in the lounge on request to the the property management and maintenance situated within it. Owners are also responsible for l Duty Manager. Sandwiches and light snacks are obligations of the Owners’ Company including Section 20 Consultation ensuring that their own dwelling is maintained in available by booking with the office. Efforts will be a detailed review every five years of the Owners will from time to time be consulted good decorative order, being decorated at least made to accommodate such requests at all times. life cycle costs likely to be incurred on under the provisions of Section 20 of the once every five years in accordance with the lease. maintenance and repairs throughout the life Landlord and Tenant Act 1985 (as amended) Meters Under the terms of the lease, repair and (where of the Court. This exercise informs the annual (the 1985 Act’). This provides that the Owners’ The electricity meters are situated outside each necessary) replacement of the glass in the sum to be set aside to build up the Court’s Company must consult Owners (leaseholders dwelling. The gas meter is in a cupboard under windows (but not the window frames) of individual Fund For Future Maintenance. This is reviewed at the Court) who are required under the the sink in the kitchen of each dwelling. Each Owners’ dwellings (including sealed double annually by the Court surveyor together with terms of their leases to contribute (by apartment is supplied with its own water meter. glazing units) rests with the individual Owners. a review and identification of works and payment of service charges) to costs incurred on-going servicing and testing necessary to on qualifying works carried out to fulfil the The following are the responsibility of the Owners’ Morning Call ensure the Court remains in good repair. Owners’ Company’s repair and maintenance company. Any Owner who wishes to have a morning call obligations at the Court (e.g., works to the l The re-decoration and re-furnishing of the The Chairman of Retirement Security Limited, after 8.00am should inform the Duty Manager. Common Parts), and where the contribution of communal areas or a member of Retirement Security’s staff any one leaseholder will exceed £250. l appointed by the Chairman is the Head Maintenance contracts and equipment Notice Board Leaseholder’s representative on all aspects ‘Qualifying works’ are defined by Section 20ZA The notice board in the reception area is for l All items of building maintenance except of land, property and construction matters of the 1985 Act as ‘works on a building or everyone’s use. It is used for displaying menus, the internal window frames and glass in the including health and safety and acts as a any other premises’ - that is, works of repair, information on social events and notices private dwellings consultant to the Court Surveyor. A member maintenance or improvement. regarding meetings, etc., but so that it can be kept of Retirement Security’s staff and the Court tidy and up-to-date, anyone wishing to display a Surveyor will often work in liaison on major notice should consult the Duty Manager. projects and major reviews.

22 Blundellsands Classic Owners’ Handbook Please call Retirement Security free on: 0800 389 9384 23 Services

Service Arrangements

Pets Service Charge The Service Charge also contributes a significant Smoking The lease states that Owners may keep ‘domestic The Service Charge is agreed by the Board of amount each year to a Fund for Future The smokefree law does not apply to the private animals’, pets, providing they are not a nuisance. Directors prior to the beginning of each financial Maintenance, which covers the cost of all major apartment, but in the event that an Owner They must not be taken into the communal areas year. If there were any reason to propose a greater maintenance work and periodic refurbishment of smokes, a Health & Safety risk assessment will and dogs must be kept on a lead. Owners must percentage increase in the Service Charge than the communal areas. need to be undertaken and an agreement reached take full responsibility for the care and exercise the annual percentage increase in the State with the Owner about how best to minimise the See page 7 for rates. of their pets, and dogs must not foul the Court Retirement Pension, this would only be adopted if risk to staff coming into the property to carry out gardens or walkways. Any fouling must be cleaned there was an affirmative vote at an Extraordinary The Service Charge includes: a service clean or other duties. Smoking is not up. General Meeting of the Shareholders. allowed in communal areas. l All items of building maintenance (except Approximately two-thirds of the income from page 22 - maintenance and repairs) Post Box Staff Cover the Service Charge goes to pay the salaries of A post box is situated in the reception area and is l The premises are never left unattended. There the Manager, Duty Managers and Housekeeping The redecoration and re-furnishing of the emptied as a courtesy gesture after 3.00pm daily. is a Duty Manager on site and on call day and Assistants, who are able to provide an extensive communal areas Stamps may be available from the Duty Manager. night. Between 10.00pm - 8.00am, it is expected service to Owners. The Service Charge covers l Maintenance contracts and equipment that the Duty Manager will only be called in the cost of the weekly one and a half hours l case of emergency. Any non emergency call outs Security housekeeping assistance provided to each Regular cleaning of external windows and the between these hours will be charged to the The main entrance doors are generally kept dwelling, as well as the equivalent of one hour internal windows of the communal areas individual Owner. The Court will cover the cost locked and Owners have key-fobs to these, but per dwelling to service the communal areas. The Under the terms of the lease, Retirement Security of any emergency call outs. Please see the local visitors will need to contact the Duty Manager costs of employing a Gardener, a Handyman, and Limited has the responsibility for ensuring that pages for charges. There is also a Housekeeping for admission by pressing the button on the all ancillary services such as external window the Service Charge is sufficient to meet the full Assistant on duty, to assist Owners, between front door. All visitors, including Owners’ friends, cleaning etc. are met by the Service Charge. cost of the services. relatives, carers, tradesmen etc. are asked to sign 10.00pm and 8.00am. The Service Charge also covers comprehensive the visitors’ book, both on arrival and departure. The Service Charge is still payable under the terms insurance of the buildings and Public and The Duty Manager will ensure that all doors are of the lease if the property becomes vacant prior Telephone Employers Liability, general routine maintenance locked at dusk each evening, but Owners are to sale. There is a telephone connection point in the asked to ensure that their own dwellings are of the buildings, equipment and grounds, lounge and main bedroom of each private Quarterly accounts of the Owners’ company are secure every time they go out. electricity, gas and water charges for the dwelling, to enable Owners to have a private communal areas and general office administration presented to the Board of Directors of the Owners’ telephone installed at normal telephone company Any Owner who detects anything suspicious expenses, including audit and accountancy fees. company and the annual accounts have to be rates. should contact the Duty Manager by activating approved at the Annual General Meeting at which The Service Charge does not include the internal an alarm point in their dwelling or the communal every shareholder has the right to be present and decoration, maintenance and repair of the private Television areas. Owners going away on holiday, even for just vote. Each dwelling has an aerial point in both the an overnight stay, should let the Duty Manager apartments, nor the Owners’ electricity, gas In addition Retirement Security Limited takes lounge and main bedroom, connected to a know. and water charges. All of these and other costs associated with living in your own home, such as no commission from companies with whom it communal aerial. Owners are responsible for their telephone, are the responsibility of the Owners. organises contracts for the Courts. Furthermore no own television licences. Anyone over 75 is entitled ground rent is charged. to a free television licence. Each dwelling also has a satellite TV point. Owners wishing to use this are responsible for their own subscription cost.

24 Blundellsands Classic Owners’ Handbook Please call Retirement Security free on: 0800 389 9384 25 Services

Service Arrangements Fire Instructions

VAT Relief What kind of services can be relieved of VAT? A STAY PUT policy is in operation at the Court. The by hand to Owners and visitors, displayed on VAT basis of this policy is that Owners should stay put notice boards and posted around the Court i) The lease of specially adapted or in their dwellings if they hear a fire alarm and where necessary. A person who has a physical or mental designed motor vehicles or any vehicle assuming that the cause of the alarm is not their impairment which has a substantial effect on their under the Motability scheme All instructions and relevant procedural notes dwelling. In the event of a fire, further instructions ability to carry out everyday tasks and a person cover the following scenarios: ii) Installation of relieved goods will be given by Court Management on advice from who has a chronic illness (e.g. Diabetes) or a l Owners in a private dwelling who are alerted iii) Repair or maintenance of relieved goods the local Fire Service. person who is terminally ill can claim VAT relief to a fire elsewhere in the building, or if the iv) The construction of ramps and the Should the local Fire Service decide that an on the following goods and services. Relief is not fire alarm activates. automatically available to a person who is elderly widening of doorways or passages evacuation is necessary the evacuation will be l and/or frail. (including widening rooms) managed by them and they will guide and instruct Owners who are within the building but not in as necessary. a private dwelling (I.e. communal areas), and In the event of difficulty or advice about claiming v) Providing, extending or adapting a Other instructions will be in place if an Owner the fire alarm activates or they discover a fire. VAT relief, advice can be obtained from the bathroom, washroom or lavatory hears the alarm and they are within the Court’s Manager or the Services Manager. vi) The installation, repair and maintenance communal areas. These instructions will refer to The same instructions would apply to all visitors of lifts What kind of goods can be relieved of VAT? a safe place and will require Owners, visitors and and staff. vii) Emergency alarm systems to alert a All of the above are available on request to the i) Specially designed footwear, clothing and staff not to use the lifts or stairs. specified person (such as a warden) or a Court Manager. In addition to the above each wigs Specific instructions and relevant procedural control centre Court will have a Court Fire Policy and a set of notes are reviewed on a regular basis. Owners are ii) Artificial limbs and joints Court Fire Procedures. How does the supplier know to charge a referred to information which is distributed by iii) Wheelchairs and walking frames VAT free price? Court Management by the following means: iv) Adjustable beds designed specifically for A written declaration of eligibility is usually invalids required by suppliers in advance of making the v) Commode chairs, stools and frames sale. Most suppliers of eligible goods will have the Compliments, Comments and Complaints Policy designed for sitting over or rising from pre-printed declarations. sanitary appliances Window Cleaning The intention is that Owners should receive the The procedure, which is managed by Retirement vi) Chair or stair lifts The inside of the windows of the private dwellings best possible service, and their compliments, Security Limited’s Director of Services at the vii) Hoists or lifters designed for use by are cleaned by the Housekeeping Assistants as complaints, comments and suggestions are always address given below, is a requirement of law. invalids welcome. part of the ordinary service arrangements. Other A full copy of the complaints procedure is arrangements are made to clean the inside of viii) Specially adapted or designed motor If an Owner or their relative is unhappy with available from the Court or from the address the windows in the communal areas and all of vehicles something that has been done or failed to be below. the outside windows. This cost is included in the ix) Incontinence products done, this will be investigated and any reasonable Service Charge. Director of Services criticism will be addressed. x) TENS machines Retirement Security Limited xi) Low vision aids In most cases the problem or complaint can 18 Wood Street (not spectacles or contact lenses) be resolved directly with the member of staff Stratford-Upon-Avon providing the service. If the Owner is not satisfied CV37 6JF the matter has been resolved, he or she can take things further by using the Complaints Procedure.

26 Blundellsands Classic Owners’ Handbook Please call Retirement Security free on: 0800 389 9384 27 Can’t find what you’re looking for? Contact reception at Blundellsands Classic on: 0151 932 9824

Staffing Within this section: Managers 30 Manager 30 Duty Managers 30 Housekeeping Assistants 30 Additional Housekeeping Assistance 31 Trading with Staff and Contractors 32 Gratuities to Staff 32 Documents 32

28 Blundellsands Classic Owners’ Handbook www.retirementsecurity.co.uk 29 Staffing

Managers

Manager Duty Managers Additional Housekeeping Assistance Where Owners require the help of Housekeeping The day-to-day management of the Court is the There are five Duty Managers but only one is If an Owner needs more help than is provided for Assistants on social outings, or as escorts (e.g. responsibility of the Manager who works 35 hours present at a time. The Duty Managers work closely in the basic Service Charge, this can be supplied to hospital appointments), the hourly rate for a week. A Services Manager from Retirement with the Manager to ensure the smooth running by arrangement with the Manager. This is subject additional help will be charged. Security Limited supervises the Manager in of all aspects of the Court and are given individual to availability of staff and discussion with the If there is any difficulty in paying for additional consultation with the Board of Directors. The responsibilities for specialist activities under the Manager. The costs are listed in the Local Pages. housekeeping assistance, the Manager is usually Services Manager and the Manager make reports direction of the Manager. Because the hours of the staff have to be able to advise. In case of emergency, every effort on performance and Court matters to the Board of The Duty Managers are responsible for the day-to- extended; it is necessary to give four weeks notice will be made to provide an immediate service. Directors. day supervision of the Housekeeping Assistants, of cancellation and Owners requiring the service The principal duties of the Manager are: Cooks, Gardener and Handyman. are asked to sign a written contract. l Finance To ensure that the finances of the Owners’ company are in good order, in accordance with Housekeeping Assistants agreed decisions. The Duty Manager in consultation with the Owners establishes the exact duties of the Housekeeping l Staffing Assistants. Their responsibilities are: To supervise the staff of the Owners’ company l and contractors. To ensure that all of the To undertake those domestic duties which personnel documentation is in good order the individual Owner requests for up to 1½ and in conjunction with the Directors of the hours per week, as part of the basic service company and Retirement Security Limited arrangement, to maintain the dwelling in good to appoint staff in accordance with the order. Service Cleans are not provided on authorised establishment. Christmas Day, Boxing Day or New Years Day. l l Maintenance To undertake additional housekeeping To ensure that the buildings and grounds are assistance, which may include personal care, maintained in good order. as required by the Owners and agreed with the Manager and Duty Managers. l Re-sales l To assist in the re-sale of vacant dwellings. To ensure the vacant dwellings for resale The cost of this is met by Retirement Security are maintained in good order. In the event Limited and is in addition to the Manager’s of any difficulty between an Owner and a contracted hours and for which the Manager is Housekeeping Assistant reference should be separately remunerated. made to the Duty Manager. l Welfare of Owners In the event of any difficulty between an Owner To promote the welfare of Owners, making and a Housekeeping Assistant reference should be whatever arrangements are required for made to the Duty Manager. their social life and ensuring they receive the In addition, the basic Service Charge includes benefits to which they are entitled. an allowance of 62 hours a week of domestic assistance, to be at the disposal of the Duty Manager for services in the communal areas.

30 Blundellsands Classic Owners’ Handbook Please call Retirement Security free on: 0800 389 9384 31 Staffing

Trading With Staff and Contractors

To protect Owners (and staff) from any danger of Owners are particularly asked to comply with this exploitation, all members of staff and contractors arrangement as it is for the protection of more employed by the Owners’ company are explicitly frail Owners. forbidden to trade direct with Owners.

If, therefore, an Owner wishes to engage in a transaction with a member of staff or a contractor employed by the Owners’ company, the Manager, on behalf of the Owners’ company, will issue an Invoice to the Owner and the full proceeds, apart from any taxes, will be given to the member of staff, or contractor.

Gratuities to Staff

In order to protect the Owners against any The only exception is at Christmas when Owners suggestion that they are expected to give may contribute to a staff collection. It is advisable gratuities to individual members of staff and for the collection to be made by a group of to avoid misunderstandings, the Contract of Owners acting in their personal capacity in Employment of each member of staff expressly which case the full value of the collection will forbids them to accept personal presents from be distributed to the staff. Alternatively, if a the Owners, either in cash or in kind, including collection is made by anyone acting on behalf of legacies, or to engage in paid employment for the Management Company, then payments must an Owner except as an employee of the Owners’ be made via the Court payroll system in order to company. If any member of staff does accept ensure that national insurance and taxation are gratuities or gifts they will be dismissed properly accounted for.

As it is embarrassing to have to refuse a gift, the Owners are asked not to offer individual gifts or money to members of staff.

Documents

Staff are not allowed to sign or witness any document or letters on behalf of or at the request of an Owner or relative of an Owner.

32 Blundellsands Classic Owners’ Handbook Please call Retirement Security free on: 0800 389 9384 33 Can’t find what you’re looking for? Contact reception at Blundellsands Classic on: 0151 932 9824

Management Within this section: The Management Services Provided By Retirement Security Limited 36 Management Fee 36 Re-Sales 38 Transfer Premium 38 List of Courts 39 Location Map 39

34 Blundellsands Classic Owners’ Handbook www.retirementsecurity.co.uk 35 Management

The Management Services Provided by Retirement Security Limited

Management Fee Management Accounts Arranging Insurance For The Owners Company Authority (TSA), now replaced by the Homes The work undertaken by Retirement Security l Liaison with the Court Accountant in the l No commission charged either for arranging and Community Agency (HCA), which authorised Limited in exchange for the management fee paid provision of the quarterly management the Policy or assistance in administering a management charge inclusive of VAT, which out of the Service Charge is as follows accounts, the statutory accounts and any claims. equates to £483 in 2016/17. However, Housing difficulties with the monthly payroll. This Associations also make other administrative and Company Secretary Work It is not possible to attribute a separate cost to ensures that the payment to the Court management charges, whereas RSL make no l each item, because the pattern of work changes All business of the Board of Directors Accountant is kept to a minimum. additional charges. constantly. l Preparation of the Board Papers l Formulation of the Service Charge Budget, in The legal basis for the management fee is in the l Preparation of the Minutes consultation with the Owners Company Board Care Quality Commission (CQC) management agreement between the Owners’ l Implementation of Board decisions of Directors. l Acting as Responsible Individual for the Court, Company and Retirement Security Limited. l Election of the Directors and Returns to which is a pre-requisite of Registration with Welfare Benefits For Existing Owners The only official indicator for the amount of Companies House. CQC and responsible for advising on any l Monitoring the entitlement of existing Owners the management fee is the figure for Housing l Maintenance of the Shareholders Register for actions necessary to maintain compliance. to welfare benefits to both non-means tested Associations, published by the Tenant Services the Owners Company benefits such as Attendance Allowance and means tested benefits such as Pension Credit Owners Handbooks and Council Tax Benefit. l Preparation, in co-ordination with the Owners’ l In the case of Attendance Allowance, this Companies, production and payment for the means assistance with completing the Owners’ Handbooks. application form and, if necessary assisting with an appeal. In the case of Pension Credit, Staffing Matters this involves an annual application to the l In consultation with the Owners Company, Pension Service for over 150 leaseholders and the recruitment, supervision and training of assistance with appeals up to High Court level the Owners’ Company staff and all employee documentation in accordance with the Building Matters Employee Handbook and in liaison with l Liaison with Court Surveyor, particularly with Human Resources (HR) Consultants who provide Insurance cover, at the expense of RSL regard to life-time costings and quinquennial in respect of awards by Employment Tribunals and annual reviews. This ensures that the l Responsible to the Board of Directors for all Court Surveyor costs are kept to a minimum. l disciplinary matters Liaison with Court Surveyor in obtaining Estimates for remedial work and the supervision of that work.

36 Blundellsands Classic Owners’ Handbook Please call Retirement Security free on: 0800 389 9384 37 Management

The Management Services List of Courts and Location Map Provided by Retirement Security Limited

Re-Sales The services provided for the transfer premiums Ashby Court, Hinckley 01455 250 469 Greyfriars Court, Lewes 01273 472201 There are no restrictions on who dwellings may are as follows: Blake Court, Winchmore Hill 020 8360 2622 Kennet Court, Wokingham 0118 977 1501 be sold to although some local authorities impose Blundellsands Classic, near Liverpool 0151 932 9824 Margaret Court, Stratford-upon-Avon 01789 412900 Re-sales an age threshold as part of their planning system. Boat Lane Court, Manchester 0161 945 7064 Marlborough Court, Eastbourne 01323 749924 However, Retirement Security Limited as Head l Provision of advertising and re-sales material Bowling Green Court, Chester 01244 348757 Melton Court, Poole 01202 766556 Burcot Court, Sutton Coldfield 0121 323 4546 Minster Court, Lincoln 01522 521212 Leaseholder has to consent to the assignment l Financial support for re-sales events of the lease, although that consent may not be Bushmead Court, Luton 01582 481455 Oaktree Court, Milton Keynes 01908 608619 l unreasonably withheld. If the Court Manager or Sales bonus for managers and duty managers Carrs Court, Wilmslow 01625 522988 Osborne Court, Port Sunlight, Wirral 0151 643 8602 the Services Manager believe a potential Owner l Furnishing a Show Flat where necessary Cathedral Green Court, Peterborough 01733 201400 Pinner Court, Harborne, Birmingham 0121 426 4554 would not be able to manage safely in very Deerhurst Court, Solihull 0121 709 0782 Plymouth Court, Redditch 01527 404446 l Provision of 7 free meals and additional sheltered accommodation of this type then that Elizabeth Court, Salisbury 01722 336451 Priory Court, Liverpool 0151 481 0440 housekeeping assistance and handyman time consent will be withheld. Emmbrook Court, Reading 0118 975 3919 St. George’s Court, Sutton Coldfield 0121 352 0023 for all new Owners. Forum Court, Southport 01704 533882 Saxon Court, Hove 01273 430761 As Head Leaseholder Retirement Security Limited Fullerton Court, Richmond-on-Thames 020 8943 4844 Tannery Court, Abergele, Wales 01745 823182 requires that any dwelling shall be fully cleared Ground Rents Gorselands Court, Liverpool 0151 726 1771 Tiddington Court, Stratford-upon-Avon 01789 204200 and left in pristine condition before re-sale. The l No Ground Rents Manager is able to arrange assistance if required. No Supervision Fees in Respect Of

l Mrs Susan Russell - Manager Freeholder inspections Transfer Premium 19 Blundellsands Road West, Blundellsands l A proportion of the gross proceeds of the sale Freeholder approval for alterations The Blundellsands Classic Merseyside L23 6BA of the dwelling is payable to Retirement Security Transfer Premium are only charged when there is T: 0151 932 9824 W Limited each time an Owner sells on or transfers arren A a sale by a Leaseholder to a new Owner. n www.retirementsecurity.co.uk/blundellsands-classic th o ownership of his/her dwelling. This is the Transfer R n o y a ’s d R Premium. The calculation of the Transfer Premium No Transfer Premium Charged oad Train Station is based on when the transfer takes place as When there is a legal change of Ownership within T he Serpentine T h follows: e S er the family or an Owner moves from one Court to pe rt d l in a e o W S R

Up to 1 year from purchase = 1% of the gross another. o arren u d West y

t a b o s

B h R o urbo Bank r

proceeds of sale R nds o C

N a lsa l e

d e l

i d t

Channel Rd c n t l h lu i o B Between 1 year and 2 years from purchase = las L R oad R Agnes 2% of the gross proceeds of sale oad

W Rd s as l arren yp e B 2 years or more from purchase = 3% of the T h ad West R o N o R i a ds c d gross proceeds of sale n h L sa o i ll las v de e n r lu R p l B d o C rosby o

Maximum 3% after the property has been l

R

o a owned for over 2 years d The Blundellsands Classic Retirement Security Limited have agreed in G reat C rosby addition to the above, If a transfer takes place within six months from the first purchase or most recent transfer, a transfer premium will not be charged.

38 Blundellsands Classic Owners’ Handbook Please call Retirement Security free on: 0800 389 9384 39 Southport Blundellsands Huyton Manchester Liverpool Abergele Port Sunlight Lincoln Chester Wilmslow

Hinckley Sutton Coldfield Peterborough Harborne Solihull

Redditch

Stratford Upon Avon Milton Keynes Luton

Winchmore Hill

Reading Wokingham Teddington

Salisbury Lewes Hove Eastbourne Poole

Location of Developments Managed by Retirement Security

Blundellsands Classic 19 Blundellsands Road West, Blundellsands, Merseyside L23 6BA

Please call free on: 0800 389 9384 www.retirementsecurity.co.uk