Office Space by Landsec
Customer Handbook
Nova Retail London
Landsec.com
Office Space by Landsec
Nova Retail London
We believe great places are for people to experience and made with the experience of great people
At Landsec, we believe great places are for people to experience and are made with the experience of great people. We own and manage some of the most successful and recognisable assets in the country. In London, from the worldfamous Piccadilly Lights to the transformation of Victoria SW1, we deliver exceptional experiences for the businesses and people that live,
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work in, and visit the capital. We also aim to lead our industry in critical long-term issues – from diversity and community employment, to carbon and climate resilience. Everything we do is grounded in experience and begins with people. We deliver value for our shareholders, great experiences for our customers and positive change for our communities. At Landsec, everything is experience.
Retail Advantage — Building specific information and policies — Load your weekly figures into the centralised portal — Send direct messages to our dedicated retail experience team
landsec.retailadvantage.co.uk
Your workspace management team Our dedicated team are responsible for the day-to-day management, health, safety and security of Landsec buildings. Meet your team
Landsec.com 3
The Nova development spans 5.5 acres, incorporates two commercial buildings and a residential building
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Building and facilities information
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Trading Hours Core trading hours at Nova, Victoria are:Monday – Saturday 07:00 – 23.00hrs. Sunday 10.00 – 18.00hrs.
Extraordinary Closures You have an obligation under the terms of your lease to maintain the core trading hours as outlined, therefore any extraordinary closures during these times must be notified in writing to the Retail Team, other than in the event of an emergency.
Whilst the above are the expected hours for retail units we appreciate that there may be some variance, particularly for restaurant units who will trade beyond these hours (subject to obtaining any necessary planning and licensing consents).
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Health, safety, and fire requirements
You are responsible for ensuring that your demise fully complies with all legal obligations in respect of Health and Safety Regulations, and that regular testing, maintenance and servicing of safety systems are undertaken. Such requirements include: — Current Company Health and Safety policy — Fire Risk assessment – site specific and up to date — Asbestos Management plan / Register (if appropriate) — Portable Appliance Tests (PAT Testing) — 5 yearly Electrical Installation Test Certification — Emergency Lighting tests — Lift and Escalator Tests / Statutory examinations (if relevant) — Demise and Activity-Specific risk assessments — Emergency Evacuation & Search procedures for the demise — Qualified First Aiders — Contractor Management System – with permits containing method statement and risk assessment available for authorisation from the Workplace Manager prior to works commencing. The Workplace Team may from time to time request copies of service records or assessments undertaken within your demise — Kitchen Extract Cleaning
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Access into your demise is required by the Workplace Team on a quarterly basis to undertake a Health and Safety Inspection, as part of the Landlord’s legal obligations. You are also required to grant access to the Landlord or anyone acting as Agent on their behalf. The Workplace Team will, to the best of their ability, provide a minimum of 24 hours’ notice of their intention to inspect your premises, other than in the event of emergency access being required. Statutory records should be made available upon request. Fire Legislation You are legally required to co-operate and communicate with the landlord on fire related matters such as significant findings from your fire risk assessments, fire warden’s details, evacuations procedures and fire prevention training / competence. Fire Alarm Testing Procedure The building’s fire systems are tested on a weekly basis, together with full evacuations every six months. To comply with the Regulatory Reform (Fire Safety) Order 2005 and the Fire Scotland Act 2005, you must keep a record or log of your own weekly fire panel tests and must advise Security control room prior to conducting testing. This is a legal requirement and you are responsible for ensuring that your own fire systems comply with BS 5839, and that they are regularly maintained and tested. Your demise’s
fire system is linked automatically to the building’s fire systems, and you must ensure that all portable fire extinguishers are fully compliant. No work should be undertaken on any part of your fire systems without first advising the Workplace Team. Fire Risk Assessment Under the Regulatory Reform (Fire Safety) Order 2005 and section 53 of the Fire (Scotland) Act 2005, as a responsible person you are legally obliged to appoint a competent organisation or person to complete a Fire Risk Assessment for your premises. The Risk Assessment must be regularly reviewed by a competent person after any structural, operational changes, or any fire-related incidents within your demise. First Aid Qualified first aiders and first responders are on duty at all times in the common areas, however you are responsible for providing your own qualified first aiders.
Emergency procedure
Evacuation
Fire (training)
Nova, Victoria has a phased fire alarm system. The building is to be evacuated in stages depending upon the location of the activated device. There is a limited seek and search time for security to investigate the activation point. On activation of the fire alarm, a pre-recorded message will sound giving instruction to either; remain at your workspace or leave the building by the nearest exit. The system incorporates an addressable VA/PA system which is used in certain situations.
Each occupier is responsible for training their staff in the use of their own fire extinguishers and training of fire marshals. We require a single member of staff to act as Fire Marshall during all opening times (7 days a week). This may require 2-3 members of staff to be trained in this position. Each unit should have a copy of the Centre’s fire procedures, if you need further copies they can be obtained from the Workplace Team for your reference.
The evacuation process is co-ordinated by the landlord security team. Brand partners are responsible for the evacuation of staff and visitors within their demise. Fire wardens are to report into the landlord incident control officer to confirm that their floor is clear.
Facilities for Persons with Limited Mobility The building and estate have been designed to ensure that the access requirements for persons with limited mobility are considered.
Knowledge Base This handbook contains information specific to this building only. For non-sitespecific general information, please see the Knowledge Base section of the Landsec AspireAssist portal. assist.landseclink.com
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Permit to work procedures
In the interest of Health and Safety, permits to work will be issued by the Workplace Team.
circumstances is work to be carried out on electrical or other services in a “live” condition.
A minimum of 48 hours’ notice is required for a permit to work. The permit must include a site and task specific method statement and risk assessment.
No welding or other equipment producing heat or flame, or petroleum fired generators, compressors, etc. is to be used by a contractor without a Landlord’s Hot Work permit from the Workplace Team.
Any work on the base build services must be carried out under the Permit to Work System, and under no
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No fuel or gas cylinders are to be stored within the building.
Landsec | Aspire is a unified team of Service Partners with a strong culture and customer service mindset
Housekeeping Cleaning A cleaning service partner provides cleaning to all common areas of the building in addition to the basement areas, loading bay and wider public realm. Our cleaning team is tasked with providing the highest standards of cleanliness, service and customer care at all times and work to a shift pattern suitable to meet the operational demands of the building and our brand partner. Pest Control A regular pest control regime will be in place for the common areas of the building, wider estate and public realm. Brand partners are strongly advised to arrange for pest control inspection of their own demise. No Smoking Policy All parts of the Nova Estate have been designated a “No Smoking” area. Brand partner should not permit their staff to smoke immediately outside the building. The reception and Security staff have instructions to ask anyone smoking immediately outside to move away.
Landsec | Aspire Service Partners work together with the same goals, ideals and values to provide customers with the best possible service within our properties. We believe Aspire takes the customer experience to the highest level and through teamwork, self-assessment and continuous improvement, offers customers five-star performance to support their businesses.
Engineering
Front of House
Jaguar Building Services
Rapport
Security
Landscaping
Bidvest Noonan
Q&S
Cleaning
Waste Management
Not Just Cleaning
Bywaters
AspireAsOne
Find out more
Deliveries
Access The loading bay is accessible at street level from Bressenden Place, London SW1E 5BY. The Loading Bay is operational 24/7. To ensure that a delivery is not turned away, please utilise the on-line booking system to advise the Security Team of delivery details. Loading Bay — The Dock Master’s office in the Loading Bay is manned 24/7. The Loading Bay Banksman Officer is responsible for liaising with the Security Team at the top of the ramp to coordinate the entry and exit of goods delivery vehicles. — A Banksman Officer directs parking at all times. — Upon arrival to the Loading Bay entrance, all delivery drivers must report to the Security Team who will conduct checks and confirm if a booking has been created by the occupier requesting/authorising access. — If access is authorised, additional details of the delivery vehicle will be added to the security booking system and the delivery vehicle will be allowed to proceed. — Loading and unloading is confined to the loading bays only. — Vehicles are not permitted to park on the estate. — Loading and unloading is confined to the loading bay only. Vehicles are not permitted to park on the estate.
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Retail Goods Lifts The retail goods lifts must only be used for loads within the capacity stated in the lift car. Under no circumstances should lift doors be forced open. Retail Goods Lifts 5/6 (RGL 5/6)| Retail Units 1 to 7 Height: 2700cm Width: 1600cm Depth: 2900cm Weight: 2500kg Retail Goods Lifts 7/8 (RGL 7/8) Retail Units 8 to 12 Height: 2700cm Width: 1600cm Depth: 2900cm Weight: 2500kg Retail Goods Lifts 3/4 (RGL 3/4) Retail Units 13 to 15 Height: 2300cm Width: 1300cm Depth: 1900cm Weight: 1500kg Retail Goods Lifts 1/2 (RGL 1/2) Retail Units 17 & 18 Height: 2300cm Width: 1300cm Depth: 1900cm Weight: 1500kg Delivery Times Deliveries can be accepted 24 hours a day. No deliveries of any kind will be signed for by members of the building Security Team. Their primary function is to secure the building and act as a conduit of information. Brand partners are to arrange for their deliveries to be taken to their demised area immediately. The loading bay is not to be used for the storage of goods, but for unloading and loading only.
Back of House & Service Corridors The back of house and service corridors form escape routes in the event of an emergency and must therefore be kept entirely clear and free of obstructions at all times. It is NOT permitted to: — Store or distribute merchandise. — Allow shopfitters to work outside the premises. — Store shop fittings and equipment, even during shopfitting works. — Block fire escapes, including when receiving deliveries. — Leave goods, or waste even on a temporary basis. — The Workplace Team reserves the right to remove any unattended fixtures, fittings, equipment or merchandise and dispose of them as refuse. — A charge may be incurred if any items require disposal. — Smoking is strictly prohibited across the entire Nova Estate. Personal Protective Equipment (PPE) All personnel must wear the appropriate PPE whilst in the service areas. This should always include a hi-vis jacket or waist coat.
Loading bay procedures
Regulations for the use of Loading Bay are shown below: The loading bay is managed by Landsec and all persons entering the loading bay must at all times comply with all notices and instructions given by Landsec staff and/or their agents. The following regulations apply to the operation and use of the loading bay and service areas: — Entry to the loading bay is strictly at the user’s own risk. — Vehicles without appropriate identification and documentation will not be allowed to enter. — All drivers will remain responsible for their vehicles in the loading bay. A CCTV system is operated in the loading bay and on-site security has radio communication with the Security Control Room.
— All deliveries must be booked through the loading bay booking system (Autobay) in advance.
— All goods and materials must be removed to their destination following unloading.
— The Security Team will have discretion to turn away vehicles that are outside of agreed time limits. Any delivery/collection overrunning its allocated slot which causes delays for other deliveries may be required to depart.
— All brand partners must ensure that only the designated access routes to and from their demise are used.
— Security Control will reserve the right to ask users to alter the delivery times of goods to avoid congestion of the loading bay in the interests of good estate management. — Every endeavour will be made by the Security Team to accommodate emergency deliveries. — The Security Team will keep a written record of all delivery vehicles or couriers entering and leaving the loading bay area.
— Vehicles must only park in the area designated by the Security Team. — Unauthorised waiting or parking is not permitted at any time. — The Security Team must be advised, in advance, of deliveries involving hazardous materials. — No charging of batteries or refuelling in the loading bay is permitted. — The loading / unloading area must be kept in a clean and tidy state. — The occupier will be responsible for any damage to the property as the result of a delivery.
— All vehicles entering the service area may be subject to be searched. — Drivers must adhere to the signage requirements. — Drivers must be observant of other third party users of the loading bay. — All engines must be switched off when the vehicles are parked. — Smoking will not be permitted in the loading bay. — Loading / unloading time is restricted to a maximum of 20 minutes per vehicle after which it must be removed unless prior arrangements have been made and agreed with the Security Team.
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Waste Management
Recycling Procedures Bywaters working in partnership with Landsec have provided a unique Three-Waste-Stream segregation process to help improve recycling on site. This system ensures that the estate is minimising waste and maximising recycling by separately accommodating food, dry mixed recycling and general waste to produce clear recycling waste streams.
Food Waste Our FOOD containers are suitable for all food items including fruit, vegetables, meat- cooked and uncooked, fish including bones, dairy products, tea leaves and coffee grounds. Do not put any metal cans, plastic bottles or glass bottles into the food bin. Empty any liquids from the bottles and cans into the food bin and place the empty can/bottle into the mixed recycling bin. The lid should always be kept closed when the food bin is not in use, this minimises unpleasant odours.
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Mixed Dry Recycling Our MIXED DRY RECYCLING containers are suitable for all types of paper (white, coloured, newspaper, magazines, and books), cardboard, empty drinks cans, bottles, cartons, plastic and paper cups. Large cardboard sheets or boxes should be flat-packed. Once collected, Bywaters process all dry mixed recyclables at their cutting edge Material Recovery Facility (MRF) in Bromley By Bow. They are then separated into different waste streams, shredded, baled and sent to re-processors who create new products such as drinks bottles and packaging out of your dry mixed recycling.
General Waste Our GENERAL WASTE containers are for everything that is not mixed recycling or food. This includes items such as mixed waste, polystyrene packaging, crisp packets, used tissues, floor sweepings and cleaning waste. However, this excludes hazardous waste such as batteries, toner cartridges, cleaning chemicals and electrical equipment. As a company Bywaters send 0% to landfill, in fact this type of waste is incinerated and put back into the national grid via a Waste to Energy Solution (WtE).
Mixed Glass In addition to our Three-WasteStream Segregation unit we also have the facility to collect glass as a separate waste stream. For handling safety we prefer to collect glass separately from other recycling, these bins are situated in the store rooms for anyone who needs to use this service.
WEEE recycling (waste electrical and electronic equipment) A pallet sized WEEE box for Waste, Electrical and Electronic Equipment is located in the loading bay, some of these items are listed below. WEEE waste is collected and taken to a depot for segregation into type and then sent for re processing.
The bins should NOT be used for:
Waste Disposal
— Wood or wooden pallets and cages remove must be returned to the supplier as they cannot be disposed of via the centre’s waste disposal procedures. A cost may be charged to brand partners for the disposal of pallets on their behalf.
The Retail refuse stores are located within the basement -2. All waste should be brought to the appropriate store.
— Microwaves
— Builder’s waste, such as bricks, rubble, plasterboard etc.
— Kettles
— Scrap metals
— Small IT equipment including (monitors, PC’s and Laptops)
— Lamps (lighting)
— Toasters
— Highly flammable gases, liquids and materials must not be stored in any place including bin or storage areas. The Control of Substances Hazardous to Health Regulations (COSHH 2002) must be complied with to include safety data sheets, COSHH Assessments, waste transfer notes and staff training.
— Telecoms equipment and cables — Desk fans
— Shop fixture & fittings
We are able to assist with the safe removal of these items. Please contact the Retail Team to arrange for disposal. Cooking Oil Used cooking oils must NOT be disposed of with the general waste. They should be kept separate from the general waste stream (in a suitable container) and must be collected by a licensed waste carrier. Used cooking oils must never be disposed of to surface water drains, or discharged to the foul sewer.
Please use clear sacks for all recyclable waste. This allows the bags to be checked for contaminates. Demised Waste Management Provision for waste storage should be made within your demised premises so that is does not constitute any nuisance, health or fire hazard. Waste should be stored in adequate containers so as not to be visible to customers. Waste must not be left in service corridors, escape routes and loading areas. Duty of Care The Workplace Team will assume responsibility for the removal of brand partner waste and fully complies with the Environmental protection (Duty of Care) Regulations 1991 and the Environmental Protection Act 1990. Waste Transfer Notes Landsec are registered with the Environment Agency as they act as the Waste Broker. An Annual Waste Transfer Note will be issued to all brand partners. Please note that this record should be retained for a minimum of two years.
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Security
All of our security personnel are fully licensed in accordance with SIA Regulations. Their role is to ensure the security and safety of the building and the public realm, all persons on site at all times, and to provide the highest standards of service and customer care. Security within your demise is solely your responsibility and adequate provision should be made to ensure the security of your demise, staff and merchandise. Security Control Room The Security Control Room is located within Nova South and is staffed 24 hours a day, 365 days a year. The CCTV system and fire alarm control panel are also located here. CCTV Cameras are located throughout the back of house areas and the public realm, the system is operated from the Security Control Room.
Knowledge Base This handbook contains information specific to this building only. For non-sitespecific general information, please see the Knowledge Base section of the Landsec AspireAssist portal. assist.landseclink.com
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Access Control Brand partners will be issued with a photo ID access pass that provides access through common doorways within the service corridors.
Theft Security personnel have the same powers of arrest as any other member of the public. This means that they cannot arrest or detain a suspect unless they have witnessed the incident. Security may offer support to brand partners in the apprehension of suspected thieves, providing the occupier’s staff identify and physically stop the suspect and act as a complainant for legal purposes. It is the responsibility of the occupier to request Police attendance and to notify the Security Control Room. Lost Property Any property lost within your demise should be dealt with in accordance with your own lost property procedures. Key Holders You must ensure that the Security Control Room has up-to-date information relating to the emergency contact telephone numbers of at least three key holders for your premises. Key holders must be available at all times. Up-to-date information is vital to avoid unnecessary damage to your premises in the case of an emergency. As such, please also advise us when any of your key holders are on leave.
Retail Advantage This handbook contains information specific to this building only. For non-site specific general information please see the Landsec Retail Advantage portal. landsec.retailadvantage.co.uk
Services
Service Charge — The Building, Estate, Retail, Basement and Car Park Service Charges (as appropriate) are processed by the Landsec Accounts Department. — The service charge year is 1st April to 31st March and the annual service charge budgets are sent out in a timely fashion.
— Service charge and rent are invoiced on a quarterly basis unless otherwise agreed in your lease. — Services which are provided by the Workplace Team, and which are not in accordance with the relevant service charge provisions, will be charged on a specific basis. Your Workplace Manager will advise as and when appropriate.
Utilities Heating and Cooling – provided through SSE and you will have a contract in place direct with SSE. Electricity – direct with supplier, details of your supplier should be on your meter inside the premises. Gas – Invoice quarterly by Landsec. Water – Invoice quarterly by Landsec
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Landsec.com/sustainability
Our sustainabilit y strate gy At Landsec we do more than build, manage and operate buildings. We’re also working to enhance the health of our Our purpose _ Sustainable places _ Connecting communities _ Realising potential
environment and improve quality of life for our people, customers and communities now, and for future generations. The buildings and construction industry accounts for almost 40% of all emissions. The link between the health of our environment and people is increasingly clear, and our built environment has a powerful impact on our lives - it is where most of us spend a staggering 90% of our time. That is why at Landsec we build well, live well and act well.
Find out more
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We hope you are
WELL Landsec’s WELL Building Standard commitment enables us to rate and systematically enhance our portfolio of spaces with the objective of improving human wellbeing at scale. As part of the programme, we measure and monitor a range of features - not only light and noise, but also thermal comfort, movement, mind and community. Using evidence-based strategies contained within WELL, we support and enhance the wellbeing of its colleagues, visitors and customers at scale.
Should you have any questions or concerns, please feel free to contact your Workplace Manager, who will be happy to assist.
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Nearest green space — Grosvenor Gardens — St James’ Park
WiFi air quality monitors — Particulate matter and airborne chemicals (VOCs) — CO2 and temperature — Air pressure and humidity
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Meeting Rooms & Event Space Impeccably designed meeting rooms and event spaces
In Liverpool Street and Victoria
Dedicated concierge service
Unlimited quality tea, coffee, still and sparking water
Plug and play video conferencing
Fixed line internet and WiFi
Secure bike racks and foldable-bike lockers
Book quickly, easily and directly with credit card
Save 10% Landsec customer offer: use code TRYMYO when you click here to book.
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Office Space by Landsec Workplace resources
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Essential information on policies and processes for occupying Landsec properties.
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Additional information For non-site-specific general information, please see the Knowledge Base section of the Landsec AspireAssist portal. My Property
Landsec Portals
Landsec | Aspire
— Business Continuity
— RiskWise Permit to Work User Guide
— Front of House
— Construction Design Management (CDM)
— AspireSecure User Guide
— Mechanical, Electrical & Building Fabric
— Demarcation of the Demise — Emergency Procedure Overview & Evacuation Procedures
— Bluepoint User Guide
Knowledge Base — Customer Privacy Policy
— Fire Risk Assessment Overview
— Environment and Energy Policy
— General Fire Instructions (Fire Wardens)
— Fire Policy
— Health & Safety
— Group Security Policy
— Lift Entrapment Process
— Landsec as Processor
— Occupier Demise Inspection (ODI)
— Pandemic Plan
— Permit to Work System
— Pet to Work Policy
— Using the Concierge Services
— Smoking Policy
— Service Charge Guidance
— Sustainability Policy
— Security — Cleaning — Waste Management — AspireAssist 24/7 HelpDesk
— Group Health & Safety Policy
assist.landseclink.com
Publication No. 1875000 Nova Retail CHB Edition 3.0 (October 2023)
AspireAssist