Client Welcome Pack. Your Housing Officer for any enquiries or repair issues is: CONTACTING ATLANTIC

Transcription

1 Client Welcome Pack Your Housing Officer for any enquiries or repair issues is:. CONTACTING ATLANTIC Telephone: Housing Officers first name followed (all lower case) Address: Atlantic House, Larkshall Road, Chingford, London, E4 9HH Fax: Opening Times: 9am to 6pm, Monday to Fridays (Except bank holidays) Printed on recycled paper

2 Dear Resident, This guide has been devised to provide you with useful information regarding your tenancy including advice and guidance you may need. The aim is to outline our policies and procedures and also ensure you are aware of essential information you may require to help you stay safe, access local services and understand your responsibilities. Please contact us should you require clarification of any information contained within this welcome pack. We would like to take this opportunity to welcome you to Atlantic Lodge and wish you a pleasant stay with us. Senior Management Atlantic Lodge Limited Please keep this welcome pack in a safe place as you may need it for future reference. CONTENTS: Page 2 Welcome Letter Page 3 Resident Guidelines Page 4 Emergency Numbers Page 5 Repairs Page 6 Complaints Page 7 Fire Instructions Page 8 Fire Safety Checklist Page 9 Property Inspections Page 9 Utility Supplies (Gas, Electricity and Water) Page 9 Gas Servicing Page 9 Security Page 9 Rubbish Page 9 Leaving the Property Page 10 Atlantic Polices Page 11 Care Charter Page 12 The Environment Page 13 Repairs Timescales (Urgent) Page 14 Repairs Timescales (Medium) Page 15 Repairs Timescales (Routine) Page 16 Refusal Form (office use only) Page 17 Feedback Form (Compliments, Suggestions and Complaints) Page 18 Freepost Feedback Label Page 19 Client Satisfaction Form (office use only) Page 20 Client Courtesy Follow-Up (office use only) V4 22/01/10 (REF: D26) 2 of 20

3 RESIDENT GUIDELINES Rooms must be kept clean and tidy at all times (regular inspections are made) Do not over load power points Fire doors must be kept shut at all times Cooking must not be left unattended All furniture or goods provided must not be damaged or removed from the property Be respectful and display good conduct towards fellow neighbours at all times No weapons are allowed Illegal drugs will not be tolerated and the police will be informed immediately Visitors are not allowed to stay overnight All visitors to respect these guidelines You must not allow anybody entry to the property when you are out If you would like to make a complaint, please follow our complaints procedure Please be considerate to your neighbours when playing music or watching T.V. Keep all gardens tidy and clear of rubbish Sanitary and communal areas to be kept clean and tidy at all times You must allow Atlantic Lodge staff access to the property in order to carry out duties Pets are not permitted at the property You should be considerate to all our staff and contractors Always ask for ID badges before allowing strangers access to your property Any communal doors must remain closed at all times Sub-letting is not permitted is a serious breach of your agreement No personal items to be stored in communal areas (these maybe removed by us) You are liable to pay for any deliberate damage to the property V4 22/01/10 (REF: D26) 3 of 20

4 EMERGENCY NUMBERS Atlantic Lodge Office Number: Atlantic Lodge Out of Hours Numbers: or EMERGENCY SERVICES (POLICE, AMBULANCE, FIRE) Dial 999 or 112 only in an emergency where there is danger to life or a crime in progress. HOUSEHOLD EMERGENCIES If you have a problem with your electricity, gas or water supply which needs immediate attention, call one of these 24-hour helplines. GAS ELECTRICITY If you smell gas anywhere, either in the property or in the street, call TRANSCO on If your power supply is interrupted, call EDF Energy (formerly 24seven) Eastern Area London Area WATER Emergencies HEALTH CARE Accident and emergency departments at local hospitals will treat serious injuries and sudden illness. If it is not an emergency then contact your doctor or call NHS Direct on LOCAL SERVICES (useful contacts) Police Station: ( Public Transport: ( Medical Advice: ( Local Council: V4 22/01/10 (REF: D26) 4 of 20

5 HOW TO REPORT REPAIRS There are lots of different ways to report repairs and make enquiries: By Telephone you can call the office on and speak to your housing officer or the duty officer. (Lines open 9am to 6pm, Monday to Friday excluding bank holidays) By - enquiries@alexleo.com or your housing officers (first name)@alexleo.com By Fax / In Writing you can write to us to report your repairs and post them to: Atlantic House, Larkshall Road, Chingford, London, E4 9HH In Person by visiting our office at Atlantic House, Larkshall Road, Chingford, London, E4 9HH. (Open 9am to 6pm, Monday to Friday except bank holidays) During Inspections an inspector will visit your property regularly and will note any problems you have within the property as well as the property condition. You can refer to the repairs timescale in the back of this Welcome Pack to see when you can expect the repairs to be completed. We may pass on your contact details to our accredited contractors in order to carry out there duties to maintain the property or contact you in an emergency situation and for no other reason. All information on our records is handled and stored in accordance with the Data Protection Act After 6.00pm, or at weekends, when the repair is an emergency please call: or V4 22/01/10 (REF: D26) 5 of 20

6 HOW TO MAKE A COMPLAINT You can complain anytime you are not satisfied with the service you are receiving from Atlantic Atlantic strive to give you the highest quality of service, although things can go wrong when we are trying to help you. If this happens we want you to tell us as soon as possible so that any problems can be resolved and we can improve our service to you in the future. You have a right to complain! WHEN SHOULD YOU COMPLAIN You think that your accommodation is not suitable You think you are being treated unfairly You think you are being discriminated against (for instance because of race, disability, or anything else) You think you are not getting what you need, or what you are entitled to THE COMPLAINTS OFFICER WILL. Take your complaint seriously and try to help you in order to resolve the problem Log a record of your complaint and reply to your complaint within seven working days Speak with you about what you want to happen next, and what you want them to do If they are not able to deal with the complaint themselves, they should tell you why and they should find the right person to help sort things out If you are still not satisfied after the initial investigation; the complaint can be passed to the directors to resolve. (If you are still not satisfied, you have the right to appeal to the local authority) MAKING COMPLAINTS You can make a complaint by: Phone: Call your dedicated housing officer on enquiries@alexleo.com Post: Complete the freepost feedback form on page 17 of this welcome pack Fax: Complete the feedback form on page 17 and fax to us on Inspections: Pass the completed feedback form to our property inspector. Further forms are provided upon request. ALL COMPLAINTS ARE DEALT WITH IN STRICTEST CONFIDENCE Please note that this procedure cannot deal with issues that are subject to legal proceedings V4 22/01/10 (REF: D26) 6 of 20

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9 PROPERTY INSPECTIONS As a requirement of the local authority, we will conduct regular inspections of your property to ensure that the property is being maintained, record an inventory of goods/furniture, report any damage or general maintenance work that is required. You must sign the inspection form to confirm the inspection has taken place and that your circumstances have not changed. If you are required to sign registers during your time at the property, please complete these on time and pass to the property inspector on their visit or forward them to the office. UTILITY SUPPLIES As soon as you move into your property, we will take meter readings and notify the gas, electricity and water suppliers as well as the council tax department in order that the correct accounts are charged. (NOTE: This does not apply to B&B or Nightly let clients or those that are in occupation after a booking cancellation) GAS MAINTENANCE Access to your property MUST be provided, on an annual basis, for our GAS SAFE engineer to carry out a gas safety check your gas appliances. This includes properties where there is a gas supply, but no gas appliances. SECURING YOUR HOME Make sure your home is a safe home by following these easy steps: - Lock up when you go out and leave a light on Mark or photograph personal possessions Always check caller s identification (if you are unsure, please contact us) Join Neighbourhood Watch or your Resident s Association if one exists Keep an eye on each other s properties Be vigilant Cancel deliveries when on holiday LEAVING THE PROPERTY When you move out of your property, Atlantic Lodge staff will check the premises. You must not leave anyone else living there and you must remove all your belongings, clear any rubbish and leave the property in good order. The property furniture, fixtures and fittings must be left in place and in as good a state as they were when you moved in, taking into account fair wear and tear (any of our property removed will result in us informing the Local Authority and Police). Any belongings left in the property will be removed immediately, itemised and held in storage for a time as agreed with the local authority. Food items will be disposed of. Remember, you must return all keys for the property to the office where a receipt will be provided. V4 22/01/10 (REF: D26) 9 of 20

10 DISPOSAL OF RUBBISH Please ensure that all rubbish is placed in a refuse and deposited in the appropriate places for collection. Most councils run a weekly collection of household rubbish, this does not include large items as fridges and furniture. Please utilise the facilities of door-to-door recycling services where provided. If you require further assistance, please speak to your housing officer. DISABILITY DISCRIMINATION ACT 1995 The Disability Discrimination Act 1995 aims to end the discrimination which many disabled people face. This Act gives disabled people rights in the areas of: - Employment Access to goods, facilities and services Buying or renting land or property RACIAL HARRASSMENT & ANTI-BULLYING POLICY Racial harassment and bullying are recognized to take a variety of forms and have a detrimental and unacceptable impact on individuals and groups. Atlantic Lodge Limited will not condone any acts of racial harassment or bullying, in any of its forms, by members of their staff or client group, either towards each other or within their peer group. Atlantic Lodge Limited will strive to ensure that their policies; practice and procedures address and eliminate racial harassment and bullying in all its forms. This policy will be reviewed periodically to ensure that it accords with the general principles of a conducive and supportive environment and a positive service delivery model. EQUAL OPPORTUNITIIES POLICY We are committed to an equal opportunity policy, therefore we do not steer to discriminate on grounds of race, colour, ethnic or national origin, religious belief, gender, culture, marital status, sexual orientation, gender reassignment, mental health, age, physical disability and learning difficulties or is disadvantaged by conditions or requirements which cannot be shown to be justifiable. Not do we permit or condone such behaviour from residents. We aim to provide equal access to all services provided, including effective communication with the aid of translators and interpreters. We would also make reasonable adaptations suitable for people with disabilities (e.g. hearing impairment, mobility problems etc.). In addition we seek to deliver our equality obligations in a sympathetic, sensitive and appropriate manner while ensuring confidentiality is maintained at all times. V4 22/01/10 (REF: D26) 10 of 20

11 CHILD PROTECTION POLICY Atlantic Lodge Limited is committed to the well being of children. The Company does not tolerate child abuse in any form. Atlantic Lodge Limited acknowledges its expectation that its employees and others who work with the Company have children s best interests at the heart of their involvement with the Company. The purpose of this policy is to ensure that Atlantic Lodge has procedures in place to prevent and to address issues relating to child protection. To this end all Atlantic Lodge personnel with access to children receive training and supervision in child protection issues from suitably qualified professionals. In the event that a lone child is in a property when a visit is made and the child is at risk, no action will be taken directly by the Company or the employee, but details will be passed to social services and the Senior Temporary Accommodation Officer immediately. CARE CHARTER We believe our charter represents a statement of good practice and care. We strive to achieve High Quality of Care Fair and equal treatment of all clients and customers Priority for the interest of the client in determining his/her placement Respect for and advancement of the ethnic origin, cultural background, religion and language of the client Be polite, helpful, courteous, understanding and respectful at all times Consideration of the gender, sexuality, and any disability of client Recognise the need for confidentiality Answer all calls within 3 rings Reply to written correspondence within 10 working days Communicate using a clear and concise language in a polite manner Informing clients in advance of home visits and wear photographic identification badges upon arrival If translations or interpreters are required, please contact our office on so arrangements can be made V4 22/01/10 (REF: D26) 11 of 20

12 THE ENVIRONMENT Climate change is already having an impact in the UK. Winters are becoming milder, and rainfall patterns are changing making droughts and floods more common. Carbon dioxide, produced when fossil fuels such as coal, oil and gas are burned, is the greatest contributor to climate change and substantial cuts in emissions are necessary to avoid the most dangerous consequences. The average household in the UK creates around six tonnes of CO2 every year, whereas the ideal and fair global share of emissions should be 0.5 tonnes. The following tips are simple things you can do that will: reduce your carbon dioxide emissions help prevent climate change save you money! Tip 1 APPLIANCES Leaving unnecessary items on standby is thought to cost each household an average of 37 a year. Make sure that televisions, DVD players, computers, microwaves and other appliances are properly switched off when not in use. Tip 2 MOBILE PHONE CHARGERS Do not leave mobile phone chargers plugged in when they do not have a phone attached to them. Chargers left plugged in unnecessarily waste over 60m per year in the UK and are responsible for a quarter of a million tonnes of carbon dioxide every year. Tip 3 ENERGY SAVING LIGHT BULBS Use energy saving light bulbs. Just one can save you 100 over the lifetime of the bulb - and they last up to 12 times longer than ordinary light bulbs. If every UK household installed just one energy saving light bulb tomorrow, we d save 80 million a year and enough electricity to power the UK s street lighting for 7 months. We d also save half a million tonnes of CO 2 a year. Tip 4 HEATING Turn your thermostat down. Reducing your room temperature by 1 C could cut your heating bills by up to 10 percent. You could save around 40 per year. Tip 5 WASHING CLOTHES Clothes will be cleaned just as effectively and you could save around 15 per year by washing at lower temperatures. This can also extend the lifetime of your cloths. Tip 6 DRIPPING TAPS A dripping hot water tap wastes energy and in one week wastes enough hot water to fill half a bath, so make sure you tell us about leaking taps and make sure they're fully turned off! Tip 7 FOOD AND DRINKS When making hot drinks only boil as much water as you need and always use lids on pots and pans to save energy and make food cook faster. For more information on how to save energy at home contact the Energy Saving Trust free on or visit V4 22/01/10 (REF: D26) 12 of 20

13 REPAIRS TIMESCALES Priority A Maximum Time for Completion: EMERGENCY Within 24 Hours Drinking Water Heating Flooding Blocked drains and sanitation No Power No Lights No Lighting to Communal Areas (Complete Failure) Blocked Toilets Breech Activity Failure of lighting in communal areas Unsafe Electrics / Dangerous Electrical Faults (exposed wiring, overheating switches or sockets, flickering lights) Safe & Sound Alarm Not Working Burst Pipes, Defective Tanks, or Serious Leaks Causing Flooding No Mains Cold Water Supply Damaged Doors and Defective Locks Affecting Security Gas Leaks (normally reported to Transco / British Gas) Removal of racist, sexist or offensive to gay men and lesbians graffiti Dangerous Structures Floors, Ceilings, Walls etc. Provision of Temporary Heating to Vulnerable Tenants Replacement of Missing / Badly Damaged Manhole Covers V4 22/01/10 (REF: D26) 13 of 20

14 Priority B Maximum Time for Completion: 5 Working Days Replacement of Broken Toilet Pan (rechargeable item) Blocked Waste Pipes (other than toilets rechargeable item) No Cold Water Supply to Bath or Basin Restoring Heating and / or Hot Water (if not possible within 24 hours after temporary heaters have been supplied) Temporary Repairs to Defective Flat or Pitched Roofs Where Water is Penetrating Mending Minor Leaks in Water Pipes Repairing Leaking Cone/Soil Joints and Pipes (Toilets) Repairing Leaks to Soil Pipes and Soil Vent Pipes (Generally) Repairing or Renewing Ball Valves (inc overflows and water hammer) Repairing Defective Internal Bathroom or Kitchen Extractor Fans Replacing Broken Wash Hand Basins (rechargeable item) Repairing Defective Entry-phone Systems Restoring Flush to Toilets Broken Fridge Freezer Broken Oven and/or Hob Leak or a Damage Patch Infestations* Broken Glazing Damaged Fencing Blocked Down Pipes or Guttering Replacement Furnishings *we will not attend to infestations where the occupant is responsible V4 22/01/10 (REF: D26) 14 of 20

15 Priority C Maximum Time for Completion: 20 Working Days Re-securing Wash Basin Repairing Blocked and / or Damaged Rainwater Gutters and Pipes Replacing Glazing in Communal Areas Replacing Chimney Pot or Cowl Replacing Fittings to Windows and / or External Doors Mending Faulty Taps Replacing Zinc or Lead Flashings Replacing Ridge / Eave Tiles and Cement Filets Replacing or Repairing internal Fire Doors Replacing Defective Fire Bricks or Parts for Open Fires Repairing or Replacing Metal Casement Window and Door Fittings Repairing Wood or Metal Garage Doors Replacing Window Sash Fastener or Cords Replacing Rotten or Defective Flooring Replace Toilet Cistern Replace Waste Trap or Fitting Repair / Replace Faulty Stop Valve or Drain Down Cock Replace Toilet Pan Replace Bath Replace Kitchen Units including Sink Unit and Taps Replace External Doors Replace Windows / Frames Dry Lining Condensation Treatment Repair or Replace Wall Tiling and Splash Backs Low Priority Loose or Defective Flooring Repairs Fix or Replace Air Bricks Repair or Renew Tile Surrounds General brickwork Repairs (rebuilding piers, boundary walls) Repair or Replace Stone, Concrete, Tile or Wooden Window Sills Low Priority Timber Staircase Repairs Repair or Replace External Fascia / Soffit / Barge Boards Low Priority Fencing or Gate Repairs Redecoration Following Repair Works Replace or Plaster Repair Gully Grid Plaster Repairs to Ceilings or Walls External Rendering Repairing Low Priority Internal / External Floor Screeds Repairing Low Priority External Paving / Concrete Aprons V4 22/01/10 (REF: D26) 15 of 20

16 OFFICE USE SERVICE USER REFUSAL FORM (B72) Date:.. Property Address:.. I hereby confirm that I have refused the above property on the following grounds and understand that this form will be forwarded onto the local authority: Comments Name of service user:.. Tel. No.: Signature: V4 22/01/10 (REF: D26) 16 of 20

17 FEEDBACK FORM (B108) To help improve our service to you we would appreciate if you could give us valuable feedback on our service. You do not have to give your name or contact details but it would help if you do so we can follow up any concerns you may have. Please be as open and honest as possible so we can improve our service to you. Please detach this completed form and pop in the post-box, no stamp is required! Are you making a: COMPLIMENT SUGGESTION COMPLAINT Please tell us about your experiences:..... Your Name:.. Your Telephone:... Your Address:... Your Address: Would you like us to reply to you? YES NO Signed:. Dated: OFFICE USE ONLY: Thank you for your assistance Date Received: Action Taken:. V4 22/01/10 (REF: D26) 17 of 20

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19 SERVICE USER SATISFACTION FORM (B66) Date:.. Inspector Name: Property Address:. I have been shown the above property and the following has been shown / explained to me: Heating and hot water system Gas supply turn off switch Stopcock for the water supply Electric mains switch Smoke alarms Refuse disposal arrangements Window restrictors Evacuation procedure & exits Residency check Welcome pack received If applicable Breakfast arrangements Occupation register I am satisfied that the property is: Clean Fully furnished (if applicable) Good decorative order Washing machine provided Appliances in working order Gas Meter Reading: Meter serial No.. Electricity Meter Reading:.. Meter serial No IMPORTANT 1. I accept that I am responsible for ensuring that my accommodation is kept clean and tidy and in reasonable state of repair. I understand that personal belongings are not insured by the Council or Atlantic Lodge. Home contents insurance is solely my responsibility as the occupier of the property. 2. I further accept that I am responsible for the cost of repairing any damage caused through malicious acts or wilful neglect 3. Please note that Atlantic Lodge or our representatives may enter the property in my absence in order to carry out its duties 4. I understand that there is no contractual relationship between Atlantic Lodge and myself and that the provisions of the Protection from Eviction Act 1977 do not apply I am happy with the property as it is I am accepting the property, but am not happy about Name of Occupant:.. Tel. No.: Signature: V4 22/01/10 (REF: D26) 19 of 20

20 COURTESY FOLLOW UP FORM (B75) OFFICE USE ONLY: DATE: TIME: PROPERTY ADDRESS: HOUSING OFFICER: (Client should be called within 48 hours, but no sooner than 24 hours after moving in) Are you aware of whom to report issues to?.. How did you find the booking/induction process?.. Are you aware of our contact details: Office Number ( ) Emergency Numbers ( or ) Office Address (Atlantic House, Larkshall Road, Chingford, London, E4 9HH) (Housing officers address) Website ( Are you happy with the property? Do you have any problems? How can we improve our service? V4 22/01/10 (REF: D26) 20 of 20