Home Users Guide
02 | Park Rise, Hornchurch – Home User Guide
Contents P4
Overview
P5
Moving in Checklist: Water / Electricity
P7
Moving in Checklist: Heating / Internet & Broadband
P7
Appliances
P8
Quick Reference - Points of Contact
P11 Park Rise Legal Structure P12 Customer Care - Our Team P14 Scheme Amenities P14 Communal Lounge / Guest Suite P15 Heath & Wellbeing Office / Parking / Scooter store P16 Refuse P17 Local Amenities / Shops, Hospitals / Medical Centres P20 Public Transport P21 Fire Prevention / Fire Safety P24 Settling In - Locks & Keys / Post & Deliveries / TV Equipment P25 Pets P26 Repairs / Windows / Balconies / Insurance P27 Charges / Moisture P28 Systems - Electrical / Water / Heating P32 TV / Telecare P33 Sustainability - Energy Saving P34 Water Saving P35 Fixtures & Fittings P37 Defects
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1. Welcome to your new home Congratulations on moving into your new home at Park Rise. The Live Havering team wish you all the happiness in your next chapter here at Park Rise. Your home has been delivered through our partnership, ‘Live Havering,’ a joint venture between The London Borough of Havering and Wates. This long-term partnership was created to deliver circa 3,500 new homes across 12 estates in Havering. Park Rise has been created exclusively for over 55s and we hope that living here will provide you and your neighbours with the foundations to create a close-knit community where you can enjoy the communal amenities and nearby parkland. We understand the significance and pressures that incur when moving home, which is why our team are dedicated to making your experience as smooth and seamless as possible. This Home User Guide has been created to assist with that. Providing all the information you need on your new home and the contacts you will need along the way. Please familiarise yourself with the contents of this Home User Guide. In addition to this guide, if there is anything we can help you with, please don’t hesitate to ask your dedicated Scheme Officer for Park Rise. We will conduct several check-ins throughout the first year of residency, including gathering your feedback through a customer survey. We want to ensure we deliver you the best customer experience and your feedback with this is key to helping us make improvements wherever possible. We hope you enjoy exploring the neighbourhood, meeting your new neighbours, and making your new chapter here at Park Rise a happy one. Sincerely,
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Overview of Park Rise Development Park Rise comprises 175 homes and 1 guest suite. There are 41 private homes for sale, 54 shared ownership homes for sale, and 80 affordable rented homes. The development is split across 5 stand-alone Blocks: Sunburst Court Solar Court Daphne Court Riverbank Court Maylards Court The communal lounge, available for all residents, is located on the ground floor of Riverbank Court. Also on the ground floor of Riverbank Court you will find offices used by The Estate Manager and the Scheme Officer. The guest suite, available for all residents to book in advance for visitors, is located in Maylards Court. There are 92 car parking spaces within the development. This comprises of 80 car parking spaces for residents and 12 visitors’ spaces.
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Moving in checklist Now you have received the keys to your new home there are several actions you will need to complete within the first weeks of moving in. These actions include: • Set up the water supplier in your name • Set up the electricity supplier in your name • Register your details with the heating supplier, Sycous • Set up the broadband supplier in your name • Register your warranties for appliances Please contact the utility companies listed below to make sure that all bills are now being registered in your name. This will prevent supplies potentially being cut off. Please ensure you register your details swiftly, to prevent any issues with billing and services.
Water The water supplier in this area is Essex and Suffolk Water. You can register your supply on their website: https://www.eswater.co.uk/moving/ The water meter is located in a locked cupboard within the communal corridor on your floor. Access can be gained if required by contacting the Estate Manager. As part of the handover information, you will receive a residents handover sheet. This will include details of the meter readings and serial numbers required to register with the water supplier. If you have not received this information, please contact the Estate Manager or Scheme Officer.
Electricity The default electricity supplier at Park Rise is OVO Energy. If you are moving into a home that is supplied by OVO Energy, but you are not an existing customer, you can choose to keep the existing supply. To do this you can either contact the OVO Energy moving home team on 0330 3035063 or fill out the OVO Energy moving home online form for new customers. Your electricity provider is OVO Energy Telephone number: OVOs contact number is: 0330 3035063 Opening Times: 8am to 8pm, Monday to Friday Weekends: 9am to 5pm
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To complete the process, you will need to provide the following information: • The forwarding address for the previous occupier • Your meter settings (if you have a prepayment meter) • Your personal details (name, date of birth, contact details) • Your old address • Your new address • Your moving date • Your first meter readings (if you have already moved into your new home) - try to take meter readings as soon as you move in. If you fail to provide meter readings, the OVO Energy moving home team will estimate your usage or use the readings from the previous occupier. If you do not want to keep the OVO Energy supply in your new home, you do not need to contact the OVO Energy moving home team. If you wish to stay with your previous provider (from your old home), you need to complete its moving home process and it will arrange to take over the supply. If you want to change providers altogether, you need to sign up with a new supplier and it will sort out the switch for you. You will have been provided with a smart display in your new home and the electricity meter is located in a locked cupboard within the communal corridor on your floor. Access can be gained if required by contacting the Estate Manager. As part of the handover information, you will receive a residents handover sheet. This will include details of the meter readings and serial numbers required to register with the electricity supplier. If you have not received this information, please contact the Estate Manager or Scheme Officer.
Water & Electricity You will have been provided with a smart display in your new home to monitor your water and electricity usage. The block electricity meter is located in a locked cupboard within the communal corridor on your floor. Access in each building to this is for Estate Management only.
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Heating Heating and hot water within your new home is generated via a communal boiler and passes through a ‘heat interface unit’ within the utility cupboard located within your home. You will be billed fairly for your use of heating and hot water and there is a heat meter located within the ‘heat interface unit’ to record this. The billing is via a company called Sycous. You can register your supply on their website: https://mysycous.com/moving-home/new-customer As part of the handover information, you will receive a residents handover sheet. This will include details of the meter readings and serial numbers required to register with the heating supplier. If you have not received this information, please contact the Estate Manager or Scheme Officer.
Internet & Broadband Park Rise has two supplier options available for internet / broadband; BT Open Reach and Hyperoptic. There is already a router installed in your utility cupboard for the two suppliers available for the development (BT Open Reach and Hyperoptic). The easiest way to do set up an internet provider is via their websites: • https://www.bt.com/products/broadband/deals • https://www.hyperoptic.com/broadband/home/price-plans/
Appliances Item
Make
Model no
Length of warranty
Hob
Indesit
RI 161 C
1 year
Extractor
Indesit
IAEINT 66 LS GR
1 year
Oven
Indesit
IFW 6340 BL UK
1 year
Fridge Freezer
Indesit
IBD 5517 W UK 1
1 year
Washer Dryer
Indesit
IWDD 75125 UK N
1 year
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Quick Reference – Points of Contact Scheme Address Park Rise, Sunrise Avenue, Hornchurch, Essex RM12 4GH Including: S unburst Court Solar Court Daphne Court Maylard’s Court and Riverbank Court (private and shared ownership properties)
London Borough of Havering • Park Rise Scheme Officer: Nadine Quinlan Monday to Friday 9am to 5pm 01708 431247 / Mobile: 07960 035574 Email: nadine.quinlan@havering.gov.uk • Town Hall Office Hours Monday to Friday 9am to 5pm 01708 434343 • Housing Repairs Office Hours Monday to Friday 9am to 5pm 01708 434000 • Housing Repairs Out of Hours after 5pm / overnight until 9am, weekends /bank/public holidays 01708 756699 • Corporate Services Out of hours (e.g. Adult Social Care, Street Care) after 5pm / Overnight until 9am, weekends and bank/public holidays 01708 433999 Address: London Borough of Havering, Town Hall, Main Road, Romford, RM1 3BB Website: https://www.havering.gov.uk
Telecare Telecare Emergency Helpline via Newham Network/ London Borough of Havering Emergency Response Service In the case of emergency please use your alarm pendant or pull cords for assistance Telecare Non-emergency Telephone: 0208 5348626
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Managing Agent Churchill Estates Management •H ours of Operations Monday to Friday 9am to 5.30pm •R eception: 01425 888946 •A rea Manager: Sarah Lane 07425 585037 •R egional Manager Jackie Ashenden 07778 167927 Address: Churchill Estates Management, McCarthy House, Yeoman Road, Ringwood, Hampshire, BH24 3FA
Estate Management Company details •C ompany Park Rise Man Co Limited Address: Wates House, Station Approach, Leatherhead KT22 7SW
Wates Customer Services details •C ompany Wates Residential •E mail
Wlscustomercare@wates.co.uk
•A ddress Wates House, Station Approach, Leatherhead, Surrey, KT22 7SW
Defects Reporting details •C ompany Wates Residential •E mail
Wlscustomercare@wates.co.uk
•A ddress Wates House, Station Approach, Leatherhead, Surrey, KT22 7SW
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Hospital details Address: Queens Hospital, Rom Valley Way, Romford, RM7 0AG •T elephone
0330 400 4333
•H ours of Operations Open 24 hours •W ebsite
www.bhrhospitals.nhs.uk
Police Station Address: Romford Police Station, 19 Main Road, Romford, RM1 3BJ •H ours of Operation – Open 24 hours •E mergency telephone – 999 •N on-emergency telephone – 101
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Park Rise Development - Legal Structure London Borough of Havering Council Landowner / Freeholder & JV Partner
Reporting to LB Havering on Freeholder obligations
Wates Residential JV Partner
Havering and Wates Regeneration LLP Joint Venture Partnership
Churchill Estates Management Managing Agent
London Borough of Havering Council Landowner / Freeholder & JV Partner
Park Rise Man Co Limited Estate Management Company
Individual leasehold titles granted from the freehold title, between the Freeholder & purchasers.
Freeholder manages the affordable housing provision.
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Customer Care - Our Team Freeholder / Developer Park Rise has been brought to you on behalf of The Havering and Wates Regeneration LLP. The Havering and Wates Regeneration LLP is a joint venture partnership comprising The Mayor and Burgesses of the London Borough of Havering (Freeholder) and Wates Residential (Developer). Park Rise is the second development in the first phase to be delivered by the joint venture partnership, preceded by the New Green development in Rainham, Havering.
Contractor Park Rise has been constructed by Wates Construction Limited on behalf of the Client, Havering and Wates Regeneration LLP.
Managing Agent To ensure the smooth running of Park Rise, the joint venture have appointed Churchill Estates Management as the Managing Agent on the scheme. The role of Churchill as Managing Agent on the scheme is to manage the exteriors of the buildings, the internal common parts of all residential buildings, and all landscaped areas. Churchill have appointed an Estate Manager who will be responsible for the day to day running of the scheme and ensuring the estate is managed in accordance with the requirements of the Managing Agent. • Churchill’s operational hours are Monday to Friday from 9am to 5.30pm telephone number is 01425 205547 An Area Manager from Churchills Estate Management is on call on a rota basis should emergency escalation of estate issues be necessary out of normal office hours.
Out of hours contact numbers for Churchills Estate Management:
Area Manager Sarah Lane: Telephone – 07425 585037 Regional Manager Jackie Ashenden: Telephone – 07778 167927 Please note: For all medical / personal emergencies residents should use their emergency pendants or pull cords to contact the Havering emergency response team at Newham Network.
Aftercare Our dedicated aftercare team are in place to ensure that you continue to have peace of mind long after moving in. Our team will keep in contact with you to check that you are happy with your new home and assist you with any issues that you may have. Should you need to bring any matters to our attention over your initial two-year
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warranty period, please contact Customer Services using the details below and we will arrange for them to be investigated quickly and efficiently.
Email Customer Services
Wlscustomercare@wates.co.uk Once items are reported to us, your Customer Service Team will arrange for any necessary works to be attended to during normal office hours, making an appointment for a member of the Customer Service Team to review and assess first if required.
Meeting Your Expectations We make every effort to ensure that the service we provide to you is the best it can be. Therefore, if you have any issues with our service, please inform your Customer Service Manager or Customer Service Team. If you are not happy you can refer the matter to the Consumer Code independent Dispute Resolution Scheme, where an independent arbitrator could be asked to consider the complaint and provide a ruling as to what action is required.
Emergency Assistance To bring you added peace of mind during this initial two year warranty period, we have appointed Wates Emergency Assistance to deal with any situations that require immediate attention when our offices are closed: • Between 5.00pm and 8.00am from Monday to Friday • 24 hour cover over weekends and bank holidays To contact Wates Emergency Assistance: Telephone 0208 2677845 Below is a list of examples of situations that would require urgent attention: • Total loss of power or where it affects the safety of occupants • No hot water during November to April • Water leak that can’t be contained or is damaging your home • Loss of water supply • Roof leak causing damage (except for storm damage, which is covered by your insurer) • Loss of heating during November to April • Blocked drains causing flooding • Toilet not working (if you only have one in your home) • Faulty lock meaning you are unable to make your home secure Please be aware that if Wates Emergency Assistance responds to your call and it is later found not to be an emergency, you could be charged for their services.
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Amentities
Communal Lounge The communal lounge is located on the ground floor of Riverbank Court. The communal lounge is available for use by all residents in the development yearround. The residents are responsible for keeping the communal lounge in good condition and cleaning up after themselves after use. Repair requests for the communal lounge are to be raised with the Estate Manager. The communal lounge can be booked for hire by residents for private functions but on the understanding that any resident can use the lounge and facilities at any time. At least one resident must be present at all times if the lounge is being hired out for a private function. The Estate Manager will be able to confirm communal Lounge access times.
Guest Suite The guest suite is located on the ground floor of Maylards Court and is available year-round. The guest suite can be booked through the Estate Manager. The guest suite is available on a first come first served basis, with the exception that hire will be prioritised for family members of owners who are in crisis. The Estate Manager on the scheme will be responsible for cleaning the guest room. Laundering of bedding will be managed by the Estate Manager with use of local laundry service. Repair requests are to be raised with the Estate Manager. Please note that the resident will be responsible for any damage caused by their visitors. Guest Room key information is highlighted below: • Arrival: Arrival after 3.00 pm on first day of stay • Departure: Departure by 10.00 am on last day of stay • Cost: £40 per night for two people and £25 per night for single occupancy (note this is inclusive of a cleaning fee) • Maximum length of stay: 4 consecutive nights • The guest suite is non-smoking • Please note: Pets are not allowed in the Guest Suite at Park Rise
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Health and Wellbeing Office The health and wellbeing room is located within the ground floor of Riverbank Court. The room will be managed by the Estate Manager. The Estate Manager will run a booking in system for outside agencies. External agencies are responsible for upkeep of the room whilst in their use, and for reporting any defects and rectifying any damage.
Scooter / Cycle Store We have scooter stores located within Sunburst Court and Solar Court. Allocation of scooter spaces and management of these facilities are the responsibility of the Estate Manager. A cycle store is located within Daphne Court. Your Tenancy conditions set out the provision for obtaining prior permission before a scooter or cycle bay is allocated to yourself. As part of the due diligence process, evidence of insurance documents needs to be provided by owner of the scooter to the Estate Manager. In addition, evidence of annual service and maintenance needs to be provided by owner to The Estate Manager. Provision for charging scooters is available within the scooter storage area. Please speak to the Estate Management team for further details.
Resident Parking The development has a total of 92 car parking spaces. This comprises 80 residential bays with some designated as disabled parking bays and 12 visitor bays. The majority of the car parking spaces are located within secure gated parking, with the remainder of the residents parking bays, and the visitor parking bays being located outside of the gated areas on the periphery of the site. The scheme comprises of 5 Part M parking bays and has 24 bays with the provision to charge electric cars on a pay as you charge basis. Resident drivers wishing to rent a parking bay can apply by contacting Churchills Estate Manager. Evidence of a full current UK Driving Licence will be required for all applications for a parking bay at Park Rise. The Driving Licence must be live and in date when parking on site.
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Refuse In some instances, the travel distances between residents’ homes and the underground refuse system (URS) are over 30 meters in distance. Where assistance is required, please liaise with the Estate Manager on the scheme. The management team will then, together with the residents input, look to assess the level of need for assistance. An appropriate assessment will then be made as to whether assistance is justified and to the degree help is required. When approved, an agreement including the fixed day(s) when waste will be collected from the resident’s unit will be confirmed. Where a special agreement has been set up to assist a resident with refuse collection, the management team will collect the waste on the allocated day and dispose of the waste in the nearest URS. Both the waste and the recycling will be collected directly from the residential unit at an agreed time with no requirement for the management team to have access to a key or the unit. In order to ensure records are kept up to date, there will be a periodic review of all special arrangements set up for management assistance with refuse.
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Amenity
Location
Food Shops
Food & Wine SG News & Off Licence – 228 Abbs Cross Lane, Hornchurch, RM12 4NA Abbs Cross Food & Wine – 119 Abbs Cross Lane, Hornchurch, RM12 4XR Tesco Express – 19-20 Elm Park Ave, Hornchurch, RM12 4SB Sainsburys Local – 233 Elm Park Ave, Hornchurch, RM12 4RX Co-op Food – 10-15 Station Parade, Hornchurch, RM12 5AB Al’s Pie & Mash – Hornchurch High Street, New Regal Fish & Chips Tarantino – Italian Restaurant – Hornchurch High Street Tea, Cakes and Coffee Tea Island – tea and cakes by day and cocktails by night Hornchurch High Street Liana’s Tea Shop – traditional afternoon tea, delivery too! Casa Mia – great coffee, cakes and food Le Moulin Patisserie – wonderful pastries, breads and afternoon tea with a French flavour Pubs The Fatling – Hornchurch High Street Weatherspoons – Hornchurch High Street
Post Offices
Elm Park Post Office – 208-212 Elm Park Avenue, Hornchurch, RM12 4SD Suttons Lane Post Office – 11 Suttons Lane, Hornchurch, RM12 6RD
Banks
Lloyds Bank – 21-25 Station Lane, Hornchurch, RM12 6JL Barclays Bank – 136 High Street, Hornchurch, RM12 4UX
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Amenity
Location
Banks
Nat West Bank – 120-122 High Street, Hornchurch, RM12 4UL HSBC – 173 High Street, Hornchurch, RM11 3YS Halifax – 88-92 High Street, Hornchurch, RM12 4UH Santander – 114 High Street, Hornchurch, RM12 4HR Nationwide Building Society – 10 Station Lane, Hornchurch, RM12 6NJ ATM, Tesco Express – 19-20 Elm Park Ave, Hornchurch, RM12 4SB ATM, Sainsburys Local – 233 Elm Park Ave, Hornchurch, RM12 4RX
Pharmacies
Elm Park Pharmacy – 208-212 Elm Park Avenue, Hornchurch, RM12 4SD Pharmacare Chemist – Hornchurch High Street Boots Pharmacy – 126 High Street Hornchurch, RM12 4UH
Schools
Benhurst Primary School – 61 Benhurst Avenue, Hornchurch, RM12 4QS St Albans Catholic Primary/Junior School – Heron Flight Avenue, Hornchurch, RM12 5LN Abbs Cross Academy & Arts College – Abbs Cross Lane, Hornchurch, RM12 4YB Sanders School – Suttons Lane, Hornchurch, RM12 6RT St Marys – Hornchurch High Road
Medical Centres
Elm Park Clinic – 252 Abbs Cross Lane, Hornchurch, RM12 4YG Rosewood Medical Centre – 30 Astra Close, Hornchurch, RM12 5NJ Wood Lane Medical Centre – 39 Wood Lane, Hornchurch, RM12 5HX Lakeside Shopping Centre – Lakeside, Thurrock (15 minutes by car)
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Amenity
Location
Leisure Centres
Abbs Cross Health & Fitness – Abbs Cross Lane, Hornchurch, RM12 4YB Harrow Lodge Leisure Centre – Hornchurch Road, Hornchurch, RM11 1JU Upminster Golf with clubhouse, bar and restaurant Elm Park Bowls Club Havering Indoor Bowls Club with 3 snooker tables
Refuse and Recycling Centre Parks – cover 60% of the Borough
Gerpins Lane – Upminster RM14 2XR Harrow Lodge Park – Hornchurch, RM12 4QU – 1 minute walk. Secret garden, conservation areas, two lakes with activities such as boating, birdwatching, fishing, walking and cycling and a first class café. Langtons Gardens – Hornchurch, RM11 1XH – 22 minute walk St Andrews Park – 23 minute walk Eastbrookend Country Park – 27 minute walk Havering Country Park – 30 minute cycle Hylands Park – Hornchurch, RM11 1HA
Car Parks
Harrow Lodge Park Car Park – 85 Warren Drive, Hornchurch, RM12 4QZ St Nicholas Avenue East Car Park (Elm Park Library) – 14 St Nicholas Avenue, Hornchurch RM12 4PR (Chargeable)
Shopping Centres
The Liberty Shopping Centre – 11 Western Rd, Romford RM1 3RL The Brewery, Brewery Walk – 10 Waterloo Road, RM1 1AU Lakeside Shopping Centre – Lakeside, Thurrock (15 minutes by car)
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Public Transport Mainline Train Stations
Location
Details of Service
Upminster Railway Station
• C2C Services Towards Grays Towards London Fenchurch Street Towards Southend • London Overground towards Romford
Romford Railway Station
• Greater Anglia Towards London Liverpool Street Towards Southend Victoria • Elizabeth Line Towards Shenfield Towards London Paddington (via Liverpool Street) • London Overground Towards Upminster
Underground Train Stations
Elm Park & Hornchurch Underground Stations
District Line to Richmond District Line to Wimbledon District Line to Ealing Broadway District Line to Edgware Road District Line to Upminster
Bus Stops
Sutton Avenue (Stop S)
165 Hornchurch/Romford 365 Romford 372 Hornchurch
Sutton Avenue (Stop R)
165 Towards Rainham (via Elm Park) 365 Towards Rainham (via Elm Park) 372 Towards Lakeside (via Rainham)
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Fire Safety Overview When you move into your new home you should make and agree with your family a Home Fire Action Plan and practice your escape plan. You should take into consideration all family members who may have particular needs, for example the elderly and children, so everybody knows what to do, how to get out, and where to go and assemble in the event of a fire inside your home. This section provides you with a brief overview of the key fire safety information that as a new resident you need to know for you and your family’s safety. The property, in which you are living, will have certain fire safety features built in to aid your safety in the event of a fire and assist you to escape safely should a fire start in your home.
Fire evacuation Plan You need to consider your fire safety and what to do in the event of a fire. Think about: • How you would evacuate your property if you needed to and the exit route you would need to take • Take everyone into account - this includes children and the elderly • How you might raise the alarm and alert your neighbours • Calling the Fire and Rescue Service as soon as possible
What do I do if a fire breaks out? If you are in the room where the fire is, leave straight away together with anybody else, then close the door. Do not try to tackle the fire unless you have suitable training. Close the front door and leave the building, and then call the fire service on 999.
If a fire breaks out elsewhere in the building for blocks of flats, should I stay in my home or get out? You should follow the procedure according to the notices in your development. For some of you the best course of action is to “stay put”. For others it is to leave the building as soon as possible. Each building has a specific procedure that is designed according to the design of the building and the provision of safety features, such as fire doors and emergency lighting. In the blocks of flats which have shared escape routes there is a fire action notice on ground floor of your building. Please make sure you know where the notice is and take a few moments to read it, as it will explain the procedure you should follow in the case of a fire.
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If a fire breaks out outside your home, it is usually safer to stay in your home until you can be safely evacuated by fire fighters. If smoke and flames enter your home leave at once and close the door behind you, then call the fire service on 999.
Fire Risk Assessment We have in place specific fire safety measures that are tailored to your building. The measures and procedures for fire safety may vary from building to building, depending on the building type. These measures are reviewed annually by qualified and certified fire risk assessors. Every building with an internal communal area must have a Fire Risk Assessment (FRA) which reviews the fire safety measures in place. In some cases, the review must take place every year. In other cases where there is a lower risk to safety it is every three years. If you consider you may have difficulty in evacuating the building, then you must make your Scheme Officer and your Estate Manager aware of your situation.
Stopping the spread of fire Every building will have some level of ‘fire resistance’ built into the fabric of the walls, floors and ceilings providing ‘fire compartmentation’ between different properties. Walls, ceilings, and doors hold back flames and smoke, so if there is a fire somewhere else in the building, you are usually safest staying in your flat unless you are affected by heat or smoke. It is important this ‘fire resistance’ is maintained as it prevents a fire from spreading between rooms and properties to support the stay put strategy. Part of the fire resistance is also provided by fire doors, and these play a crucial part in the fire safety of a building. Keeping doors closed and in good working order with no holes will help to stop the spread of fire and smoke in a building. Purpose built blocks of flats are designed to be fire-resisting, and most fires won’t spread further than one or two rooms. Any fire should not involve the common areas of the block or spread to other flats.
Fire safety equipment Depending on your building and the fire safety measure in place will depend on what equipment is provided. All properties will have fire doors and it is important these doors are kept in good working order. Further equipment includes smoke alarms and detectors, automatic smoke vents, emergency lighting, fire signage, dry rising mains and fire extinguishers. Fire safety equipment provided in communal areas of blocks of flats is formally
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tested and checked regularly by your Housing staff or our appointed external Contractors. Please do not tamper with the fire safety equipment that is provided in your block as it is there to ensure yours and others safety. If the equipment is damaged or you are concerned it may be faulty, please report it to us so we can fix it. Within you home you will have mains powered smoke detectors in all rooms and a heat detector in the kitchen/diner. If these are activated by heat/smoke, they will not trigger the whole building and can be reset by pressing the button on the device. Within your home is a sprinkler system. This will not be triggered by smoke or steam and will only activate when the temperature in your home reaches that expected during a fire – the glass head within the sprinkler will melt and deploy the misting system. This will help stop the spread of fire in the event of a fire within your home.
How you can help There is a lot you can do to reduce the chance of fire in their building. In particular we are asking residents to: Test your smoke alarms inside your home at least once a month. If you have any doubts that it might not be working properly, please contact us to have it checked. If your smoke alarm keeps going off, don’t disconnect them. Do not leave items in the communal areas as these pose a hazard to the shared escape routes. When our staff see anything in shared areas that could present a serious fire hazard – such as mobility scooters, buggies, or bicycles – they may remove the items without notice. You should also: • Dispose of rubbish properly. Use the appropriate bins refuse areas • Do not leave rubbish bags in the common areas • Take care when cooking and don’t leave cooking unattended • Don’t throw rubbish or cigarettes out of windows • Keep doors closed at night - this will delay the spread of fire and smoke • Please take a moment to read the fire evacuation notice/procedure for your building
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Settling in
Locks & Keys
The following keys will be provided to yourself on legal completion of your home: • 3 sets of keys for your entrance door • 3 sets of keys for your balcony doors (ground floor only) • 2 sets of keys for each window type • 2 sets of keys for the letterbox You will also be given 2 sets of fobs for the security doors. The fobs will operate the following: • Main Entrance Door • Lift Door to your Floor Level • Staircase Entrance to your Floor • Cycle / Scooter store (if applicable) • Bin Stores on the Ground Floor • Car park (if applicable) Please ensure you keep your keys safe and do not lend out to other residents. Please remember that the front door to your flat is NOT locked just by shutting it. If you lose your Keys/Fobs, please contact your Scheme Officer or Estate Manager during working hours 9.00 am to 5.00 pm Monday to Friday.
Post & Deliveries Post boxes are located in the entrance lobbies at ground floor of all blocks. No concierge is available at the development.
TV equipment You must not erect any wireless or citizen band or television aerial, external CCTV cameras or TV satellite receiving dish. You must not add or alter the surface or ceiling treatments of the Balcony nor affix any aerials, satellite dishes, screening or signs to the Balcony. Your apartment is prewired for satellite television, negating the need for any exterior equipment. Please note, however, an own cost subscription is required for satellite television.t
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Pets A copy of our Pet Policy for Park Rise will be issued during the sign up process and your Scheme Officer will talk through the detail in full. For ease of reference key requirements and conditions include: · Residents are allowed to keep one pet in Park Rise retirement village, a small dog or a cat. Small dogs include Pomeranian, Bichon Frise, Chihuahua, Yorkshire Terrier, Shih Tzu, Pug or similar small dog. Small dogs typically stand up to 10 inches tall, or under, at the shoulders and weigh 22lbs or less · Guide dogs and assistance dogs are allowed · Residents who wish to keep a pet will be required to sign a pet clause form. If residents are unable to care for their pet, they will need to rehome them · Residents are responsible for their pets in accordance with the Animal Welfare Act 2006 · Residents must not leave their pets in the property when they are away unless clear arrangements have been made for their care · Dogs should not be left alone in the property for more than 4 hours at a time. Residents must ensure that their dogs will not cause damage to the property if they are left unsupervised · All pets kept at the property must be vaccinated and regularly treated for fleas and worms · Residents must ensure their pets do not cause a nuisance to neighbours. This includes excessive noise. Dogs must be kept under control and on a lead in any public places, communal areas and walkways · Residents are advised to obtain pet insurance · Pets must not be allowed to foul inside the property. Any pet faeces must be removed immediately from the garden or outside areas and disposed of safely and hygienically · Any dog listed under the Dangerous Dogs Act 1991 may not be kept at the property with the exception of dogs registered on the Index of Exempted Dogs · Residents may not breed animals or offer for sale any animal in the property · Residents are allowed to keep one pet and are not permitted to obtain an additional pet after moving into the property.
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Repairs You are responsible for keeping your apartment in good internal order, reporting any repairs quickly to London Borough of Havering Call Center via callcentre.havering@mearsgroup.co.uk Housing Repairs Office Hours Monday to Friday 9am to 5pm
01708 434000
Housing Repairs Out of Hours 01708 756699 after 5pm / overnight until 9am, weekends /bank/public holidays You must not make any structural alterations or structural additions to the interior of the Premises.
Windows Windows are equipped with suitable patressing to enable window dressing to be hung. You are not allowed to hang clothes, flags, or other items from or at your windows. No items should be thrown out of windows. At least once in every month, the windows should be cleaned from the inside and outside. The resident shall not be responsible for cleaning the outside of any fixed windows that cannot be cleaned from inside the Premises.
Balconies Balconies are suitable only for items such as light furniture and pot plants. They are not suitable for storage or affixing items to. The following items are prohibited: barbecues, gas heaters, bicycles, scooters, external lighting and items of excessive weight. Balconies should be maintained to a good and neat order. Please ensure any furniture on your balcony is properly secured or taken inside when not in use, as furniture blown from balconies could cause serious damage or injury at ground level. You are not allowed to hang clothes, flags, or other items from or at your balcony. No items should be thrown from balconies.
Insurance Your housing block is insured on a building insurance policy arranged by The London Borough of Havering. The structure of the whole building is covered and the cost is included in your service charges. Please be aware this does not cover your home contents, we advise you to organise contents insurance personally and renew annually to protect your belongings. Your Scheme Officer can provide details of Home Contents Insurance cover offered by London Borough of Havering which can easily be set up and paid for weekly.
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Rent and Service Charges Rent and Service charges will be confirmed during the Tenancy sign up process and reflect costs for the current financial year up to 31st March. Rent and Services charges are reviewed annually, with increases commencing on 1st April each year to reflect actual service charge expenditure. There are two elements to the service charge, one being the whole estate and one being the individual building. The costs are outlined below.
Estate Charge This charge is for the whole estate. It includes upkeep of the estate grounds, roads, landscaping, security, building insurance and a contribution towards the staffing costs.
Building-Specific Charge This charge is for services in your building. This includes Telecare equipment and emergency response, lift maintenance, internal cleaning of the common parts, communal lighting costs and repairs and cleaning to the exterior of the building. Your Scheme Officer will be able to answer any queries you have regarding rent and services charges.
Moisture Moisture is naturally present in all newly built homes. This needs to be allowed to evaporate slowly, which is why it can take your home up to 18 months to completely dry out. Listed below are some steps you can take to help the process: Ventilate your home, as this helps moisture evaporate more efficiently. Use the trickle vents, where fitted, in your windows and extractor fans in kitchens and bathrooms as much as possible. Don’t worry if you see condensation - this is to be expected in a new home once it is occupied, as it is produced from everyday activities as well as from drying out. Your home can show the following signs that it’s drying out: • Small cracks appearing in walls and ceilings • Baths or shower trays dropping • Screw heads showing in ceilings • Windows and doors needing adjustment • Gaps appearing in skirting boards • A white chalky substance appearing on brickwork, which is known as efflorescence
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Systems
Electricity supply & isolation The electricity supply enters your property via the electricity meter, located in the communal riser cupboard. There is an “in house display unit” supplied with your residents pack which will tell you your electricity usage. The consumer unit (fuse box) is located in the Utility Cupboard and contains the main on/off switch along with a number of MCBs (miniature circuit breakers), which protect individual circuits in much the same way as a fuse by “breaking” the circuit and shutting off the electrical supply in the event of a fault. Written below each MCB is a description of the circuit it protects – power, lighting, kitchen etc. If you require the electrical supply to your entire property to be shut off, then flip the main switch to the “OFF” position. If you require the electrical supply to be shut off to specific area of the property only then flip the relevant MBC on the consumer unit to the “OFF” position. To restore power to the property / circuit flip the switch(s) on the consumer unit back to the “ON” position. Fig. 1 – Typical Consumer Unit. Arrow identifies the main switch
Electrical fault/failure It is recommended that you keep a torch within easy reach of the electrical consumer unit in the event of a power failure. In the event of a loss of power to the entire property first check that the main switch on the consumer unit is not in the “OFF” position, If this is the case then flipping it back to the “ON” position should restore power to the property. If the switch is in the “ON” position or if the above does not restore power to the property, you will need to speak to your own electricity provider to ensure your service has not been disconnected. Once the checks listed above have been completed if you still have a total loss of power to the entire property you will need to seek further
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During office hours Monday to Friday 9.00 am – 5.00pm you can contact your Estate Manager or Scheme Officer or contact Housing Repairs on 01708 434000 For advice and assistance out of normal working hours please speak to the out of hours Housing Repairs team on 01708 756699 who are available after 5pm, overnight until 9am, weekends and bank/public holidays If there is a loss of power to an individual socket within your property, then: Disconnect, rather than just switch off, any appliance connected to the circuit on which the fault has occurred. The switch on the affected MCB within the consumer unit will be in the “OFF” position. Switching the MCB to the “ON” position should restore power to the affected circuit. Do not keep switching the MCB on and off if it does not restore power to the circuit or will not stay in the “ON” position. If the cause of the fault cannot be identified, or the power to the affected circuit cannot be restored then contact the Estate Manager or your Scheme Officer as you may, for example, have a fault within a fitted socket or switch.
Water supply & isolation The main cold water shut off valve is located Utility Cupboard and can be used to completely shut off the cold-water supply to your entire property by turning the handle 90° so that it no longer points in the same direction as the pipe. Fig. 2 – Typical Main cold water isolation valve in the “ON” position
Fig. 3 – Typical Main cold water isolation valve in the “OFF” position
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Systems The water supply enters your property via the water meter, located in the communal riser cupboard. Local isolation valves have been installed on the cold-water pipework before it connects to the kitchen sink. The isolation valves to the bathroom sanitary ware are located in the Utility Cupboard as per figs. 2 & 3. The water supply to the item can be shut off by turning the handle 90° so that it no longer points in the same direction as the pipe.
Loss of supply In the event of a total loss of cold water to your property first check that the main isolation valve is in the “OPEN” position, (the handle will be pointing in the same direction as the pipe). If the valve is in the open position and you still have no water, then please contact the Estate Manager. If they are unable to assist, you then contact the water service provider Essex and Suffolk Water on 0345 782 0111. If there is a loss of water to an individual appliance of item of sanitary ware first check that the local isolation valve is in the “OPEN” position, (the handle will be pointing in the same direction as the pipe). If this does not restore the water supply to the item / appliance, then contact the Estate Manager who will be able to further assist you. For advice and assistance out of normal working hours please speak to the out of hours Housing Repairs team on 01708 756699 who are available after 5pm, overnight until 9am, weekends and bank/public holidays.
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Water leaks In the event of a water leak being discovered in your own property, you should attempt to mitigate the effects of the water ingress and identify the location and cause of the leak to establish the means of isolation of the affected area. In the event the water leak is coming from an installed appliance such as a washing machine or dishwasher, then the appliance can be isolated via the isolation valves installed on the pipework local to the equipment. In the event of a large unknown continuing water leak shut off the water supply to your property via the main isolation valve. When the water leak has been isolated, repairs should be arranged by contacting the London Borough of Havering repairs service. In the event a large amount of water has leaked the Estates Manager must be contacted to prevent spreading to other areas and lower levels. If water is found to have spread to areas containing electrical wiring London Borough of Havering Repairs service will engage the services of a qualified electrician to carry out a thorough inspection. Residents are reminded that most insurance companies will expect an attempt to be made to prevent the ingress of water in a flood situation. For this purpose, if possible, use towels etc. to form a dam around the source of the leak to control the spread of water and limit the damage. In the event of a water leak being discovered outside your property please inform the Estate Manager immediately and tell them of the location and severity so that it can be rectified.
Heating The apartment is heated with Under Floor heating. This is controlled using the Neostat V2 Touchscreen 7 Day Programmer located in the Lobby/Hallway. There are also dial thermostats for each individual room. For details of the operation of the heating system controls refer to the manufacturer’s literature in the Resident’s Handover Pack and also by clicking the link or scanning the QR code below for video instructions.
www.shorturl.at/nrL45
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Television, telephone & internet provisions Each property has a plug into facility linking to the communal aerial service. Residents will need to pay their own TV Licence A residential integrated reception system has been provided for your property which links to services that are available by own arrangement on own subscription. These own cost services are as follows: • Sky Digital • Sky HD •S ky + • Sky Q • Hotbird • Digital Terrestrial TV (Freeview) • FM Radio •D AB Radio A multi-service outlet plate has been installed in the Living Room and all bedrooms of the apartment.
Telecare Each property has been hardwired to an Appello Telecare alarm system. Your Telecare equipment includes an emergency pull cord in the bathroom and bedroom, heat and smoke detectors and an emergency alarm pendant which can be worn on a neck cord or wrist band. Once activated all these sensors link through to our Telecare monitoring service operated by our Telecare partners, Newham Network. Newham Network staff will talk to you through the equipment inside your property to confirm the nature of the emergency and what support is needed. In the case of a medical emergency, Newham Network will provide advice through the system. If an emergency response is required, for example to assist during a fall, Newham Network will ask either your nominated person (local family member or friend) or our Telecare response team based within Havering to attend site to support you. When a smoke or heat detector activates, Newham Network will speak to you through the Appello Telecare system to confirm if there is a fire emergency or a false alarm. If a fire is confirmed, or Newham Network are unable to confirm a false alarm they will immediately call London Fire Brigade to attend as a 999 fire emergency. The communal areas in Riverbank Court are also linked to Newham Network through the Appello Telecare alarm system. Your Scheme Officer will demonstrate how the Appello Telecare system works within your property and will be able to answer any questions you have on the sensors within your flat.
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Sustainability
Energy saving hints & tips • Turn off lights and sockets when not being used • Use energy saving lightbulbs • Keep heating at a comfortable level • Do not overfill kettles; boil just the amount you need. Be sure to put enough water in the kettle to cover the electric element • Let warm food cool before you put it in the fridge / freezer • Defrost fridges / freezers on a regular basis. When ice builds up you waste energy • Keep your freezer at least three quarters full • Do not open the fridge or freezer door more often than you need to. • Try to get everything you need out in one go and do not leave the fridge / freezer open while using an item and before putting it back • De-scale kettles regularly, they will boil quicker and cost less. Follow the kettle rinsing / cleaning instructions carefully • If you have a washing machine, wait until you have a full load to wash. The same applies for the dishwasher • Use the Eco wash mode if provided on washing machines and dishwashers When not in use, keep appliances turned off at the mains and do not leave them on standby. • Some appliances will use almost as much energy in standby as they would when they are in use. The above information is provided by the Energy Saving Trust. More information can be obtained from their website at www.energysavingtrust.org.uk.
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Water saving hints & tips • Don’t leave water running, use a plug • Use a bowl for washing fruit and vegetables • Don’t leave the tap running whilst brushing your teeth • For a cold drink fill a covered jug and place it in the fridge to cool instead of running the tap • Fix dripping taps. A dripping tap can waste enough water in a week to half fill a bath • Take a shower instead of a bath • If you have a washing machine, wait until you have a full load to wash. The same applies for the dishwasher • Check for leaks on the water supply pipe to your home on a regular basis. If a leak is identified, then have it repaired as soon as possible.
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Fixtures and fittings Paint and Wall finishes Location
Specification
Supplier / Colour Ref
Internal Walls
Paint - Matt Emulsion
Dulux Magnolia
Ceilings
Paint - Matt Emulsion
Dulux / RAL 9010 (Pure White)
Ceilings in Bathrooms
Paint - Mould Resistant Dulux / RAL 9010 (Pure White) Matt Emulsion
Skirting
MDF – Painted in Water Dulux / RAL 9010 (Pure White) Based Eggshell
Door Frames
Paint – Water Based Eggshell
Dulux / RAL 9010 (Pure White)
Architraves
Paint – Water Based Eggshell
Dulux / RAL 9010 (Pure White)
Floors Location
Specification
Code
Supplier / Colour Ref
Flooring Throughout (except bedrooms)
Tarkett Texstar Apunara Oak Expanded (vinyl chloride) sheet floor covering (ISO 26986)
27013036
Tarkett, 4th Floor Connect 38, 1 Dover Place, Ashford, Kent, TN23 1FB T:01233 746 020 www.tarkett.co.uk
Bedroom Floors
Cormar Carpet ‘Apollo Plus’
Colour: Stepping Stone
Cormar Carpet Co.
Please do not drill into the floor as underfloor heating has been installed in your property.
Fixings London Borough of Havering advises tenants not to hang any objects on the walls.
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Maintenance Internal maintenance across communal areas is the responsibility of the Estate Manager, this includes the cleaning of communal carpets and floors, maintenance of the communal kitchen and sanitary ware within the communal toilets. External maintenance across the site is managed by the Estate Manager, this includes external window cleaning of fixed and communal windows.
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Defects Your Warranty During the first two years following legal completion of Park Rise, items that are deemed a defect will be repaired. The Warranty period is effective up until 31/10/2025.
Reporting defects Potential defects should be discussed with the Estate Manager who will be able to guide you through the reporting process. The Havering Repairs Service will also be able to identify if the problem is a defect or simply a repair. Your Scheme Officer will be able to provide guidance on the reporting process. Residents can report a defect by emailing the Wates Customer Service team. Wates dedicated team will keep in contact with you to ensure you and arrange an appointment to inspect and repair. Email Customer Services Wlscustomercare@wates.co.uk
Emergency Assistance for Defects To bring you added peace of mind during this initial two year warranty period, we have appointed Wates Emergency Assistance to deal with any situations that require immediate attention when our offices are closed: Between 5.00pm and 8.00am from Monday to Friday 24 hour cover over weekends and bank holidays To contact Wates Emergency Assistance: Telephone 02082677845
Response times for defects
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Response times for defects
Priority One (Emergency Repairs) – 4 Hours These are defects that are: • Life threatening • Causing a loss of essential facilities • Affects the security of the property and its residents • Affects the immediate health of the residents • Will lead to severe property damage if allowed to remain unattended Priority Two (Urgent defects) – 5 working days) • These are defects that can be defined as causing a loss of facilities that may become life threatening or lead to a loss of essential facilities if left to deteriorate further or cause serious inconvenience to the residents. Priority Three (Non-Emergency Repairs) – 28 working days • These are defects, which can be deferred without causing serious inconvenience to the residents.
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What is a defect? The table below sets out examples of items that are considered as defects. Defect Leaks and electrical faults Leaking guttering Missing components/structural damage to the building fabric Doors/windows not closing or shutting correctly Extract fan not turning off Plumbing - Hot water/heating issues/boiler issues etc. Faulty light fittings Faulty kitchen or bathroom taps Waste Pipes (leaks) Heating or Hot Water not working Toilets (excluding blockages) Aerial Signals Lights & Electrical Fittings Leaking roofs Leaks from pipes and plumbing installed at the time of build Doors not closing or locking properly (not caused by carpet installation) Windows not closing properly Major cracks in walls/ceilings Faulty manufacture/ materials
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What is not a defect? The table below sets out examples of items that are not considered as defects. Not a Defect Vandalism Misuse / damage by Resident Glass broken Realignment to kitchen cupboard doors and drawers, these are signed off at handover Scratches and marks on floor and wall tiling Paintwork on pipes / doors /stairs general woodwork and walls and ceilings Keys not returned / issued by Sales and site team Blown bulbs Cracks in plaster during drying out period Lost keys by Havering after handover BT line not working Blocked toilets or sinks External finishings Tripped RCD Damage to kitchen units and worktops Damage to Flooring (vinyl, laminate etc) It has been caused by general wear and tear or issues caused by neglect Tenant/Leaseholder have caused the damage It’s a lack of understanding on how to operate items in the house, for example a boiler Minor decorative issues – scratches to glass, hairline cracks thinner than a £1 coin (these are considered common as part of the ‘shrinkage’ with new-build homes) *** Please note this is not an exhaustive list