Commercial Reference Guide

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This guide has been created to help familiarise you with your property, answer everyday questions and outline support services available.

We look forward to working together on many fronts – collaborating on initiatives such as security and recycling, to marketing and events.

Your ‘Property Information’ sheet provides building specific points. If you require another copy of this, please contact your Property Manager.

For an online copy of this document, please visit the ‘Customer Information’ section at


Key contacts at Cadogan

This section outlines the key support contacts at Cadogan, but if you would like to view the full team please visit

The team that follows may all be reached through Cadogan reception on 020 7730 4567.


In the event of an emergency, contact the appropriate emergency service directly on 999. Please report all serious incidents to your Property Manager as soon as possible.

Our out of hours support line for maintenance emergencies is 020 7730 1630. If you are located at Duke of York Square, please contact: doyhelpdesk@ / 020 7823 5577.

The Out of Hours on call service team are only permitted to respond to genuine maintenance emergencies. These include major leaks, floods, lift entrapment, whole property power cuts and loss of heating during winter months.


Your Asset Manager is responsible for all queries to do with your lease and rent. For example, if you need additional space, or you have any difficulties paying, please get in touch with them. Your specific Asset Manager’s details are included on the Property Information sheet.


Your Property Manager deals with day to day operational matters in relation to your building, including service charges (if relevant), cleaning, facilities management and overseeing the Area Supervisors. See the Property Information sheet for contact details.


A dedicated Area Supervisor is on hand as a first responder for any building related emergencies or queries. They will visit you to make sure you know who they are.


Cadogan offer a complimentary concierge service to our residential and commercial customers. For more information, please refer to the ‘Concierge’ booklet in this pack, or contact: lifestylemanager@


Further information can be found in the ‘Security’ section on page 9. Contact for any queries.


Cadogan have an in-house Marketing Team. If you would like to feature in our local press, or to find out more about the events programme and how to get involved, please contact the Marketing Team on


Cadogan has a comprehensive stewardship strategy for the Estate, from affordable housing to protecting heritage buildings, environmental policies including our Net Zero Pathway and charitable giving. For further information on our stewardship strategy, ‘Chelsea 2030’ please visit or contact

If you are looking for local charitable causes, we recommend contacting the Kensington & Chelsea Foundation,

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The location of your water meter, if applicable, is noted in your Property Information sheet. Depending on the specific location of your premises, your water may be covered by your Service Charge, or charged based on a meter reading or standard water rates.


The location of your electricity meter(s), and supply details are noted in your Property Information sheet.

When you sign the lease for your premises, please take meter readings and contact the relevant supplier. Should the supplier require more information, please contact

When your lease expires, please submit meter readings and MPAN number on your latest invoice to your supplier on the last day of tenancy and tell them that you are leaving. Please provide your Area Supervisor with the same information. Photographs of meter readings, including the actual meter number are very helpful.

Day to day operations


You are responsible for electrical safety in your premises – this includes the testing of fixed electrical installations and all electrical equipment and appliances. You should hold a valid Electrical Installation Condition Report and have a Portable Appliance Testing procedure. All certificates should be kept up-to-date and be available for inspection if requested.

For any building specific requirements, refer to your Property Information sheet.


You are responsible for arranging your internet connection and billing package with your chosen provider.

In some cases, the provider may talk about ‘wayleaves’ and other legal aspects – we would be happy to guide you on this.

Should any cabling need to be run outside your premises, our consent will be needed. Please contact the Property Management team for more information, on 020 7730 4567.


In most cases, you will need to contract your own waste collection services (if not covered under your Service Charge – as noted on your Property Information sheet).

We encourage waste consolidation amongst our commercial occupiers using the Cadogan Waste Reduction Scheme. For more information on this scheme, please contact

A number of commercial waste collection contractors serve the area. Our recommended contractors are:

First Mile: (preferential rates offered to Cadogan occupiers)

Royal Borough of Kensington and Chelsea:

You should ensure that refuse is safely stored within your premises until the time of collection. Please help us keep the estate the world class environment that we all want it to be.


Please consider your residential neighbours when arranging deliveries, to ensure that they take place within reasonable daytime hours and that delivery vehicles abide by the normal parking restrictions, including single and double yellow lines.

Certain locations have specific delivery restrictions (such as Duke of York Square and Pavilion Road) – please contact your Property Manager for this information.


Leaseholders are responsible for the health, safety and welfare of all staff, contractors and shoppers within their premises. Please make sure that you comply with the relevant legislation and guidance. For further information, see the Health and Safety Executive website


You are responsible for fire safety within your premises. You should make sure that you comply with the relevant law and carry out an appropriate fire risk assessment. For further advice, please refer to The Regulatory Reform (Fire Safety) order.

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Day to day operations Continued


An important part of managing the Estate is ensuring that the properties themselves are properly insured. By using one of the UK’s leading insurance providers, Cadogan aim to offer a first class service, breadth of cover and terms. It is important to note that no cover is provided for contents or possessions, which must be arranged independently by the occupier.

For further information, please contact or Zurich Insurance plc directly for policy enquiries or adjustments on 020 7648 341, or Claims enquiries or notification on 0800 028 0337.


We are committed to reducing our environmental impact. Please work with us to reduce your environmental footprint by using energy and water mindfully, procuring your electricity on a renewable tariff and recycling your waste where possible. Please let us know if you have any suggestions or ideas on how we can work together to be more sustainable –we would love to hear from you.

To view our Chelsea 2030 strategy, outlining the targets and initiatives we have in place for a more sustainable future, visit


Generally, you are responsible for keeping windows clean. In some cases, the external windows may be cleaned under the Service Charge – refer to your Property Information Sheet.

If the outside surface of your windows cannot be reached safely, then a professional window cleaner should be used and all health and safety measures considered. Please contact your Property Manager if you need contact details for a professional window cleaning company.


Seasonal displays catch public attention, bring vibrancy and interest to the neighbourhood (most commonly during Easter, ‘Chelsea in Bloom’ and Christmas).

But do please contact us if you are considering an external display, as we will need to review your plans in terms of building preservation and public health and safety. The information we require is included in a ‘Special Displays Application Form’ on the Cadogan website. For further information, contact


If your business cooks or produces food, you will have a number of responsibilities to make sure that the additional risks of fire and pollution are managed. These include the maintenance of the air extraction system and drainage equipment (such as fat, oil and grease management, or ‘FOG’). Our advisor, Ventilate, will be in touch with you and may carry out an audit to make sure everything is in place. Maintenance logs should be available upon request. Further details are contained within your lease.


General Data Protection Regulation (GDPR) is legislation covering the protection of personal data. Cadogan’s policy regarding GDPR can be found on our website legal-privacy-policy/

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Building management Security


Contact your Property Manager for any maintenance issues or questions relating to the building or your specific premises. If they are not the right person to help, they will be pleased to point you in the right direction.


If you need maintenance and repair works completed we can often help. Generally, we are responsible for repairing and maintaining the outside of your property and any shared areas (such as corridors and the main entrance), whilst you are responsible for any maintenance and repair work within your premises. It is always a good idea to check your lease before contacting us, as this will provide you with the specific information for your property.

Please report maintenance and repair issues in common parts to your Area Supervisor or Property Manager. Should an urgent maintenance problem present a threat to people or property outside the normal Cadogan working hours, please call our emergency out of hours number 020 7730 1630, as well as any relevant emergency service.

For Duke of York Square related queries please contact: doyhelpdesk@cadogan. / 020 7823 5577


If you are considering making any changes – internal or external – to your premises, please contact us as we will need to advise you and, if the desired alterations are feasible, help you through the process of obtaining a formal licence to alter. For further information, please contact the Building Surveying team on 020 3841 0986.


If your premises has a fire sprinkler system, any alterations to the sprinkler system will need to be approved by us, as they must comply with the requirements of our insurance company. Please make sure that the system is tested as needed and keep test certificates. Any isolations for testing will need to be notified beforehand. For more information, please contact the Building Surveying team on 020 7730 4567.


Please contact your Property Manager with details of any security incidents. In the unfortunate event of a break in, you are normally responsible for the replacement, or repair, of any external doors or windows. Occupiers are responsible for making appropriate security arrangements in accordance with their business needs, and those of their contents insurer. For building specific security information, refer to your Property Information sheet.


You may fit an intruder alarm as part of your fit out works (although no external bell boxes are permitted). If there is an existing intruder alarm, you will need to decide whether it meets your security requirements and that of your insurer.


Please ensure that you keep accurate records of key holders throughout the course of your lease. Labelled keys/fobs should be returned to Cadogan at the end of your tenancy.

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Local neighbourhood Notes


The neighbourhood has many world-class museums, galleries and theatres. For full information, see your ‘Neighbourhood Guide’.


Cadogan creates an extensive schedule of events each year, with both local and international appeal. An outline of key dates can be found in the ‘Neighbourhood Guide’, or the Cadogan website

Should you wish to discuss participation, please contact our Marketing team on


Multiple health and fitness options can be found nearby – for a full list with contact details, please see the relevant section in your ‘Neighbourhood Guide’.

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