Landsec Residential Re-entry FAQ V1.2

FAQs

Following the Government lockdown Date: Edition:

09/12/2020 v1.3

London Residential

FAQs

Following the Government lockdown Should you have any further queries, please do not hesitate to contact your Building Management Team.

As the current restrictions are lifted, some of the control measures we have in place will continue to be essential to avoid a second spike in infections. We have been preparing ourselves and our Residential properties throughout this process. In this document we aim to address some of your most frequently asked questions in relation to your service charge and the general day to day operations of the buildings.

What is the protocol for reporting suspected cases of COVID-19?

Will my access card still work? What should I do if I can’t find my access card?

Please continue to let Building Management know if you have a suspected or confirmed case. We will look to undertake deep cleaning of common areas for confirmed cases only. Please rest assured that this will be dealt with the utmost confidentiality in line with GDPR regulations.

Unless you have not entered the building in the last three months, your access card should still work. If you have concerns about this, please contact the concierge team.

Please note that if you have lost your card, you will need to complete a new access card request form. Please ensure that your pass is always on you when entering and leaving the building.

Will you screen (i.e. take body temperature readings, use infra-red, pin prick) people when they enter the building?

We are not looking to screen residents, employees or guests as they enter the building. At present the science does not support this approach, as it will not pick up those who are asymptomatic and may already be within our property.

Additionally, we are not in a position to turn away your guests from the building and request they self-isolate.

What changes will be made to the guest registration process?

Guests will be welcomed in the normal manner by our concierge team from behind the concierge desk. You may notice that there are fewer concierge staff at the desk and that, where necessary, there is a clear screen in place, like those now found in supermarkets.

Moving forward, we will ask for your guests / cleaners and contractors to be pre-registered by yourself with the concierge team via email. This will allow us to implement the necessary measures in line with the government guidelines on social distancing in areas of the highest footfall. Please contact your building concierge team if you require further assistance.

Guests will be checked in as per the usual procedure.

Where plastic passes/access cards are issued, these will be cleaned after each use. Guests will be asked to keep the pass to hand as they may be required to show it at any time when in the building. Upon leaving the building, please ensure all passes are returned upon signing out of the building and placed in the boxes provided at the concierge desk.

Is a plan in place to allow people to enter the building whilst maintaining social distancing?

Yes, we have already implemented floor markings and will indicate entry and exit routes as well as 2m distancing at the reception desk. Floor markings will also show up/down routes via the stairs to reduce overcrowding in the lift(s).

Where applicable, you may also see floor markings in other communal areas such as outdoor terrace area, pavilion area, gym, lifts and stairwells when these areas are re-opened.

What cleaning practices are in place for the communal spaces across the building?

We will be increasing the number of hand sanitiser dispensers throughout the building. Residents are reminded that sanitiser is most effective on clean hands. We will not be installing small bottles in the toilets. We have also changed the liquid soap in all communal area toilets to anti-bacterial soap.

We continue to clean communal area surfaces with virucidal, Public Health England approved cleaning products. High touch point areas such as lifts will be cleaned at increased frequency.

We have also installed hand sanitiser stations at each concierge reception area along with the communal areas and car parks entrances to the building.

When will the window cleaning commence?

Due to social distancing restrictions of 2 metres, the buildings window cleaning equipment (BMU) cannot be used to complete the window cleaning at present.

Therefore, we are looking into further solutions and will update you via your Locale resident’s portal.

FAQs

How will social distancing be maintained whilst using lifts? Will I need to press any buttons to call/use the lifts?

If you do decide to use a lift, this can be done in the usual way. Your building has destination-controlled lifts which interface with your access card. Your personal access card allows you to call the lift, touching the card reader once for your chosen floor.

The lifts will have floor markings to indicate spacing recommendations to comply with Government guidance on social distancing. Due to the size of the lifts, we recommend a maximum of 2 persons / 1 household per lift.

As an alternative we encourage use of the stairs, where possible. Signage will be placed on the stairwells of each core as a reminder to abide by social distancing.

How will you manage service providers / employees working in the building?

Our service providers will continue to adhere to social distancing guidance. As such, some work, such as remedial repairs, have been postponed. Following the governments announcement on 10th May, we will endeavour to clarify when these works will resume from our contractors. In the meantime, we will continue to undertake emergency works, statutory compliance, inspections and Planned Preventative Maintenance as a priority and where possible.

You will see our contractors and service providers working in the building wearing PPE where necessary.

In relation to any works you plan to undertake within your home, as mentioned above please let the concierge and building management team aware prior to the work taking place.

How will you implement social distancing within the Public Realm?

The estate security guards will encourage members of the public to disperse if seen gathering in groups/not adhering to social distancing guidance.

Will we still be able to speak to the building management team face to face?

The building management team are available via email and concierge team are on-site 24 hours a day should you require assistance. You may have seen reduced staffing levels across the concierge team, as per previous notifications sent out, this is to allow the teams to rotate in the event of a staff member falling ill. Kindly note they will continue to adhere to the social distancing practices and our teams will be wearing PPE (e.g. gloves and face coverings). Our reception desks will be adapted to include a screen to provide additional protection.

What (if any) savings have been made on the service charge during this period?

FAQ’s specific to buildings with communal areas only

Due to a number of suspended services within the building, we have incurred some savings against the service charge and these will be reflected in the 20/21 year end accounts. i.e. reduction in the gym management, freshly cut flowers, dry cleaning and other sundry items for the communal areas e.g. milk and coffee. If you require further information specific to your building, please contact your building / operations management team.

Will you look to change the amount of fresh air delivered to the communal areas - gym, boardroom, cinema and pavilion area?

What critical cooling resilience is there for the building?

How do I collect Parcels?

Once you have received a notification from the Concierge team, please contact the team and you will be met in your core ground floor lobby.

If you have multiple parcels or your parcel is heavy the Concierge team will provide a trolley that you will be able to use, we ask you kindly to return the trolley to the ground floor.

Please note Concierge will not deliver to your apartment as per the normal procedure.

Due to social distancing guidelines there will be no requirement to sign for your parcels until further notice.

The building is designed so that the air handling units deliver fresh air throughout the building. Where possible, we have stopped re-circulation of air, so only 100% fresh air is delivered to the building. We carry out annual air quality audits that show indoor air quality to be better than outside, should you require further information please contact your Building Manager.

When will the gym and cinema be open?

We are continuing to follow government guidance on social distancing and will reopen these areas once it is safe to do so. For the gym, some machines will not be operational to ensure residents exercise with a 2 meter distance and only one personal training session allowed at one time.

The fitness room will need to be booked for personal training sessions via Locale.

The cinema will initially be open for residents only.

Refreshments will not be available unless pre-ordered with the concierge team.

The outdoor terrace was re-opened from the 13th May in line with government guidance from 7am – 7pm. We are currently reviewing the health and safety measures for the pavilion and will update you further by Locale.

What is the correct delivery address for couriers (Amazon, DHL, Fed-ex, Hermes, Yodel) and grocery deliveries?

The delivery address for couriers and delivery drivers is the following; 11 BRESSENDEN PLACE, LONDON, SW1E 5BY. Please include your name, block and apartment number and contact the concierge team who will in turn book a loading bay spot for the delivery.

Government & Industry Guidance: — Department for Business, Energy & Industrial Strategy

Social distancing in the workplace during Covid-19: sector guidance Working safely during coronavirus (COVID-19), Offices and contact centres Working safely during coronavirus (COVID-19), Shops and branches

— World Health Organisation Getting your workplace ready for Covid-19

— Public Health England Guidance for employers and businesses on coronavirus (COVID-19)

— Health and Safety Executive Help and information to keep people safe and healthy at work

— CIBSE Emerging from lockdown

— British Retail Consortium Guidance on Social Distancing in Stores and Warehouses

— MIND Mental Health & Wellbeing support

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