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Property Customer Handbook

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Property Customer Handbook Property Customer Handbook 1 Contents Section 01 Section 02 Section 03 Section 04 Property introduction Your premises Fire protection Useful weblinks 46 Welcome to Heathrow 04 Address and postcode 14 Colleague fire training 38 Introduction 06 Keys 15 Fire safety 39 Appendix A Fault reporting 48 Contacting the Heathrow 07 Cleaning 15 Fire risk assessment 39 property team Appendix B Deliveries 15 Fire assembly points 40 Introduction to commercial 56 Guidance notes 07 Sustainability 15 Run, Hide, Tell 43 property HSSE auditing 2017 Emergency number and procedures 09 Reporting faults 15 Fire protection 44 Evacuations 10 Waste management 16 Preventing accidental fire 45 Reporting faults and unattended items 11 alarm activations Waste maps 18 Reporting spills and pests 11 Requesting Heathrow IT 24 and requesting cleaning and telecom services Altering your accommodation 25 Inspections of the workplace 25 Health and safety responsibilities 26 Contingency planning 26 Electrical safety 27 PAT testing 29 Risk assessment 29 Accident reporting 29 Know your ID passes 30 Your journey to Heathrow 32 Colleague restaurants in every terminal 33 Smoking and vaping area maps 34 2 3 01 Property introduction Welcome to Heathrow Heathrow operates 365 days a year, 24 hours a day, Heathrow has been transformed over the last 10 and it is an exciting and fast moving place to work. years, with 11 billion pounds of private investment Working in this environment can be challenging, – we’ve built Terminal 5 and Terminal 2, and so we have produced this handbook to help our refurbished Terminals 3 and 4. We have also property customers with any property queries transformed the service we give our passengers, which may arise. making it quicker to get through the airport and getting more planes to depart on time. We call this “Making Every Journey Better” – it is a commitment from all of us who serve our passengers – you, airlines, ground handlers, immigration officers, retailers – to deliver a better service every day. United by a Six ways to common set work together of values to make every journey better. We work together better Doing Treating Giving when we all believe in the same thing. the right everyone excellent Working Keeping Improving thing with respect service together everyone safe every day With a shared set of values, we know what’s We’re honest, open and We celebrate diversity We put a great We’re one airport team We look after everyone We aim higher expected of us – and fair, and act with integrity and respect others passenger experience at we know what we the heart of what we do We develop excellent We never compromise We all play our part can expect from We’re responsible in the We’re friendly, polite working relationships on safety or security and in achieving great our colleagues. way we do business and considerate We care and bring out the best in do the job properly first financial results each other time, every time We challenge the We value everyone’s We take time to We always look to status quo, tell it like it contribution understand what our We work constructively We’re committed to keep things simple, is and speak out if we passengers and our with each other and our safety as the foundation reduce costs and have a concern We support our airlines really want airlines, partners and of an efficient operation improve efficiency colleagues so they can local communities and a secure airport We have the tough care for others We are the best we can We regard every conversations, make the be and deliver what We look for win-win We know safety pound spent as if right decisions, stand by we promise outcomes that and security are it were our own our word and do what benefit Heathrow essential for a great we say we will and our partners passenger experience 4 5 Contacting the Heathrow Introduction property team Guidance notes This handbook provides you with basic information about Your Portfolio Manager is your day-to-day contact The contents of these guidance notes and documents occupying property space at Heathrow. It contains answers regarding compliance issues (eg Building Inspection, are valid and accurate at the date of writing; however, to the common questions we are asked by our customers. Fire Risk Assessments and Colleague Fire Training). all pages are subject to revision. We welcome your feedback on this handbook, our website Your Portfolio Manager is also responsible for all If you need explanation or further information on any and our communications. Let us know how we can improve. tenancy agreements, rental negotiations, rent reviews of the topics covered in this manual, please contact your Contact us at [email protected] and any changes to your space requirements. Portfolio Manager – contact details are provided below. Reporting faults If you are unclear about your obligations under your If you have any faults or pests within your accommodation lease, we recommend you get professional advice from that are a HAL Responsibility you must report these to the an appropriately qualified person. engineering help desk. Please see Section 2 page 15 for more information. You will find more comprehensive information on our website www.heathrow.com/company/partners- Accounts queries and-suppliers/property and your Portfolio Manager If you have any questions about an invoice you can provide further help and advice. have received, or any other accounts related queries, We also send out regular email updates to our customers. please contact: The Business Support Centre on 0141 585 6000. Contact information Area Portfolio Manager Telephone Email CTA Patrick Williams 07523 502055 [email protected] Terminal 1 and 2 Ian Hebb 07979 703529 [email protected] Terminal 3 Diane Daniels 07776 486786 [email protected] Terminal 4 Sharan Chahal 07730 148387 [email protected] Terminal 5 Patrick Williams 07523 502055 [email protected] Perimeters Beverley Parker 07979 703220 [email protected] 6 7 Emergency number and procedures Reporting safety or security matters Emergencies (dangerous situations, accidents, unattended items Call 222 immediately if life is at risk or and security concerns) use 020 8759 1212 (external / mobile) 657216 internal or 020 8745 7216 external / mobile Non emergency care Heathrow Safe. It starts with all of us. If it’s not an emergency but you need immediate Always keep up to date with your safety training. care, visit your recommended first aider or a Boots Training gives you the confidence to take action pharmacist for advice, medicine and vaccinations. should an emergency arise. Boots opening times: 05:30–21:30 Raising a fire alarm Terminal Airside Landside 1. Shout ‘FIRE’ Terminal 2 020 8759 3866 2. Activate the nearest fire-alarm call point 3. Call 222 (internal) or 020 8759 1212 Terminal 3 020 8897 1891 020 8750 5649 (external / mobile) or lift the red phone. Say ‘FIRE’ followed by the location and any Terminal 4 020 8897 7124 . other relevant information. Terminal 5 020 8283 8413 020 8321 3473 If it’s safe Medical training • Stay visible so you can pass information to the Response Team A number of training bodies are available for first aid / emergency aid including: • Fight the fire with the appropriate extinguisher (only if you feel confident to do so and you have London Ambulance Service: a clear escape route). www.londonambulance.nhs.uk Activating a fire alarm St John’s Ambulance: www.sja.org.uk • A red light will flash on the call point to confirm it’s been activated British Red Cross: www.redcross.org.uk • The alarm may not sound immediately • The alarm will register at APOC • They will send the Fire Brigade and the terminal’s Response Team. If you hear the alarm • Move to the nearest safe zone as instructed by the public address system or the Response Team • The safe zone is usually on the same floor / level • The Response Team may need your help for an evacuation – to reassure passengers or control a boundary • Always stay visible to the Response Team • Do not stop to pick up personal belongings • Do not use lifts. 8 9 Reporting faults Reporting spills and pests Evacuations and unattended items and requesting cleaning Each terminal is split into zones – areas Who cleans the spills? that are independently monitored and Reporting unattended items and lost property controlled. Zoning lets us evacuate You are responsible for cleaning your work area and any people from an area containing a fire 1. Don’t touch it remote storage. If you cause a spill, you must clean it up (or other emergency) to a safe zone. straight away. It means that we don’t have to 2. Try to find out who owns the item The cleaning of public terminal areas, including seating completely evacuate a building except – discreetly ask people nearby if it is theirs and walkways, is Heathrow’s responsibility. Although our in exceptional circumstances. 3. Call APOC on 020 8745 7216 cleaning team works round the clock, we might not be During an evacuation you have a duty of the first to discover a spillage. care to move everyone in your area to a Reporting of faults Spills in public spaces place of safety. We all want Heathrow to be the best it can be. If you or any of your team finds a spillage or other The Response Team will say when you That’s why everyone can, and should, report faults. cleaning issue that needs attention in a public area can return to your area. of Heathrow, you must take responsibility for it. If you see something in your terminal that’s not as it What happens during should be – a broken lift, for example, or maybe a • Make the area safe, if it’s reasonable to do so.
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