Residential Customer Reference Guide

REFERENCE

Guide

W E LC O M E TO T H E C A D O G A N E S TAT E

Welcome.

This guide has been created to help familiarise you with your new home, answer everyday questions and outline key contacts - along with providing more information about the local neighbourhood.

We hope that you have a wonderful experience here and look forward to making it as comfortable, effortless and enjoyable as we can.

Cadogan 10 Duke of York Square London SW3 4LY (020) 7730 4567 3

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Contents

Key contacts

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Useful numbers

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Utilities 9 Security 10 Day to day operations

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Cadogan values

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Local neighbourhood

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Key contacts

This section outlines the key support staff at Cadogan. Direct details for your personal contacts are included on the Property Information Card which accompanies this Guide.

The team that follows can all be reached through Cadogan reception on 020 7730 4567. If you would like to view the full team, please visit cadogan.co.uk/our-team.

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A R E A S U P E RV I S O R S

A dedicated Area Supervisor is on hand as a first responder for any emergencies or queries.

CONCIERGE

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

LET TINGS P O R T F O L I O M A N AG E R

Your Lettings Portfolio Manager is responsible for all queries relating to your tenancy.

LET TINGS P R O P E R T Y M A N AG E R

Your Lettings Property Manager deals with day to day maintenance issues including boiler issues, leaks and washing machine breakdowns.

OUT OF HOURS EMERGENCY MAINTENANCE

An Out of Hours service operates to assist with any emergencies you may have outside office hours (Monday to Friday after 6pm, on weekends and Bank Holidays).

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.

Any less urgent issues (such as minor plumbing issues, localised power failures, lift outage) should wait until the next working day and be reported to your Lettings Property Manager for their prompt attention. The Out of Hours service is unable to assist with loss of keys, so if you find you are locked out of your property, please contact a local emergency locksmith.

In the event of an emergency, contact the appropriate emergency service directly on 999.

R E N T A N D AC C O U N T Q U E R I E S

Your Rental Administrator will be happy to answer any queries that you may have regarding your account.

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Useful numbers

Please see your Neighbourhood Guide for full local listings.

Chelsea & Westminster Hospital This hospital has a 24 hour Accident and Emergency Department located at: 369 Fulham Road London SW10 9NH General Switchboard: 020 8746 8000 Non-urgent medical queries call 111 Fire Brigade/Police/Ambulance In an emergency please call 999 Dentist For a list of local dentists please go to the NHS website at nhs.uk Doctors For a list of local GP’s please go to the NHS website at nhs.uk Local Authority Royal Borough of Kensington & Chelsea The Town Hall Hornton Street London W8 7NX Call 020 7361 3000 or visit rbkc.gov.uk Local Schools For a list of local schools please go to https://www.rbkc.gov.uk/children-andeducation/school-admissions/find-school

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Parks/Play Areas For a list of these local areas please go to rbkc.gov.uk/parks-gardens-and-ecology Places of Worship For a list of places of worship please go to rbkc.gov.uk/community-andlocal-life/communityengagement/faithcommunities Public Houses For a list of local pubs and bars please go to rbkc.gov.uk/explore-kensington-andchelsea/pubs-and-bars

Utilities

We have informed all appropriate utility companies that you are living at the property. They will be in touch directly regarding the payment of bills.

C O U N C I L TA X

We have already informed the Council Tax office at the Royal Borough of Kensington & Chelsea that you are residing in this property. They will contact you regarding the payment of your Council Tax and will confirm which tax band your property is in.

GAS

If you are concerned that there may be a gas leak in your flat, please call the National Gas Emergency number on 0800 111 999, and then advise your Lettings Property Manager (or the Out of Hours team, if outside of office hours).

METERS

The gas and electricity meters are read at the beginning and end of your tenancy by the inventory clerk. Their location will be noted in your inventory report.

Some properties on the Estate have a water meter, but for others this is not possible because of the combination of a water tank and mains water supply.

TELEVISION LICENCE

You will need a licence if you have a television or streaming services in your property. You can obtain this at tvlicensing.co.uk

In order to keep your gas appliances safe, it is very important that you allow us access to carry out the annual gas safety inspection. We will contact you to arrange this.

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Security

ALARMS

If your property is fitted with an intruder alarm, your Lettings Property Manager can arrange for an alarm company to provide you with a personal code or programme your alarm fob. Should you wish to have a monitoring service, then you must arrange this with the alarm company.

EMPT Y PREMISES

If you plan to leave your property empty for more than 21 consecutive days, could you please let us know, as we may need to gain emergency access while you are away. Please also ensure that all appropriate measures are taken to secure the property when going away for an extended period.

INSUR ANCE

Although we insure the building in which you live, we do not insure the contents of your home or your personal possessions and therefore cannot be held responsible for these.

We would therefore recommend that you arrange a comprehensive contents insurance policy as soon as possible.

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K E YS

Please always ensure that you secure your property when you are not at home by double locking your door where appropriate.

Should you require an extra set of keys, we can arrange this at an additional cost.

Please call your Lettings Property Manager to arrange this.

If you lock yourself out of your property or your keys are lost or stolen, you will be responsible for the cost of replacing the lock and keys and any call out charges incurred. We use security coded locks on many of our properties and any damaged locks must be replaced like for like.

In this unfortunate situation, if you need any further help please contact your Lettings Property Manager.

If it is outside normal office hours, please contact a local emergency locksmith for assistance.

Day to day operations

B A LC O N I E S A N D T E R R AC E S

Please check with the Cadogan Lettings Team if you wish to place pots or planters on a roof terrace or balcony. If you have been given permission, please ensure that you remove them when you vacate your property. Under no circumstances are barbeques permitted.

B R OA D B A N D

All of our properties are equipped with telephone sockets, but you must subscribe to your chosen provider if you wish to have a Broadband connection.

Please note that some properties may not allow connection to Virgin Media.

Please check with your Lettings Property Manager for more details.

C A R PA R K I N G

We have a number of car parking spaces to rent in the local vicinity. If you are interested in renting a parking space please contact your Lettings Portfolio Manager.

C O M M O N PA R T S

If applicable, please keep the common parts of your building clear of obstructions at all times. We appreciate that space for certain items can sometimes be limited but we are unable to allow bicycles, pushchairs, toys or any other items to be left in the common parts. This is a breach of health and safety regulations and we reserve the right to remove any items that are left in these areas.

C O N T R AC TO R S

The Cadogan Lettings Team are dedicated to the wellbeing of their customers and are very happy to advise and help with any issue that may arise.

We take great care to select professional, qualified contractors for each relevant area of maintenance. We work with companies who provide best practice as standard, ensuring that all contractors take the necessary steps to protect your property from damage and to leave your home in a tidy condition after the works have been completed.

Contact your Lettings Property Manager for further guidance.

DR AINS

We can help you with blocked drains, WC’s or sinks if you are unable to clear the blockage yourself. Please do not flush wipes down the WC, or pour fat down the sink, as this could cause blockages in the pipework. Please note that if we have to rectify this it will be at your own expense.

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Day to day operations Continued

EXTERNAL AND INTERNAL MAINTENANCE WORKS

From time to time we will need to undertake planned maintenance works to the exterior of buildings, and to the common parts (if applicable). You will of course be informed about these works in advance and we will always try to ensure that any disruption is kept to a minimum.

FIRE SAFET Y

The main staircases in the common parts of buildings (if applicable) are the primary fire escape routes, unless otherwise shown by the emergency signage/plan for that particular building.

The emergency fire escape staircases and lobby areas should always be kept clear of obstructions.

L A N D LO R D C O M P L I A N C E

We will need to make occasional inspections of your property during the course of your tenancy and will also require access in order to carry out routine maintenance. We respect your right to occupy the property without unreasonable interference. We will give you prior notice of our intention to inspect and can attend at a time that is convenient to you during normal office hours.

These inspections are required by us as your Landlord in order to adhere to our statutory obligations. These include legally required gas and electrical inspections.

In the event of an emergency (such as a major leak from your property which threatens to cause damage to a neighbouring property), we will try to contact you in the first instance. Failing that, we will exercise our right to enter your property to deal with the emergency.

LIGHTBULBS

All the lightbulbs in your property will need to be replaced by you. If the replacement of a bulb is causing you difficulty (for example a very high ceiling or a sealed fitting), please contact your Lettings Property Manager for assistance.

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MIRRORS AND ART WORK

You are very welcome to fix mirrors and art to the walls of your property. Please ensure that appropriate fixings are used, and that the work is carried out by a professional contractor. If you require a handyman, please contact the Cadogan Concierge Lifestyle Manager who will be able to assist.

PETS

We are in a position to allow pets in some of our properties, but not all, due to building management restrictions.

Please contact us to obtain permission before allowing a pet to reside at the property.

R EC YC L I N G A N D R E F U S E C O L L EC T I O N

The Royal Borough of Kensington and Chelsea (RBKC) and Cadogan promote recycling as much refuse as possible.

RBKC provide recycling bags for residents living in street level properties.

Refuse and recycling are both collected

by RBKC. Find out more about what and how you can recycle here: rbkc.gov.uk/bins-and-recycling/rubbishand-recycling/recycling/about-recycling and your collection days here rbkc.gov.uk/bincollections

S M O K E A N D C O D E T EC TO R S

The smoke and CO detectors throughout your property are either wired to the main distribution board or fitted with batteries.

Please remember to test the operation of the detector every month by pressing the test button hard once. If the unit is beeping intermittently, please change the battery. If the beeping continues please contact your Lettings Property Manager and they will be happy to assist you

SUBLET TING

Under the terms of your tenancy agreement, you are not permitted to sublet your property. This includes advertising your property or letting through services such as AirBnB.

WAT E R

If you are away for a period of 14 days or more, please ensure that you flush the system upon your return by running all hot and cold water outlets for at least 5 minutes. Please also ensure shower heads are cleaned regularly. This will purge the water system of stale water and help prevent bacteria problems such as Legionella.

WINDOWS

You are responsible for cleaning your windows. If the outside surface of your windows cannot be reached safely from inside, then a professional window cleaner should be used. Please contact your Lettings Property Manager if you require contact details for a professional window cleaning company.

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Cadogan values

COMMUNIT Y

C U S TO M E R E X P E R I E N C E

As part of our commitment to the local community, we are Principal Supporter of the Kensington & Chelsea Foundation.

This enables us to benefit hundreds of outstanding grassroots organisations, ensuring that support directly reaches those who need it most. In covering the Foundation’s running costs, assurance can be given that every further penny raised goes directly to local causes.

We also work with the Foundation on additional funding for specific projects and actively encourage our customer network, from residents to retailers and restaurants, to do so.

Offering the best customer experience is at the heart of everything we do, we hope that you will feel this as you start to settle into your new home. We are always keen to receive constructive comments, so please do take part in our customer satisfaction survey when contacted as the results prove extremely useful in helping us to continually improve our service.

For further information, or to support their work, please visit: https:// thekandcfoundation.com

Details on our privacy policy and how we handle your personal data can be found here: cadogan.co.uk/legal-privacy-policy

C U S TO M E R C O M P L A I N T S PROCEDURE

We realise that you may occasionally be disappointed in either our service or our product. We apologise if this happens and urge you to tell us about it so we can put things right and improve the service we provide to all of our customers.

If you wish to make a complaint, please contact your Lettings Portfolio Manager in the first instance, who can discuss the issue further with you and assist with escalation if required. If you wish to view our complaints procedure please go to cadogan.co.uk/customer-commitment

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We take firm action against all forms of antisocial, rude or abusive behaviour, whether this is directed towards the Estate’s residents, employees or contractors.

S U S TA I N A B I L I T Y

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, please click here.

Local neighbourhood

C U LT U R E

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

E VENTS PROGR AMME

Cadogan creates and supports an extensive schedule of events each year, from Chelsea in Bloom to the Summer Fete, Kensington & Chelsea Art Week and Christmas Lights switch-on.

See your Neighbourhood Guide for further information, or visit cadogan.co.uk/explore Your monthly edition of Cadogan VIP magazine also contains details of upcoming events each month.

H E A LT H A N D W E L L B E I N G

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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cadogan.co.uk