Our tenant handbook

1. Keep the Tenant Support Manager informed of any changes in your circumstances:

• emergency contacts
• medical conditions
• Mobile and home line numbers
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2. Advise the Manager if you are going to be away overnight or for a longer period as our telecare provider must be updated. (Mainly for fire evacuation and health and safety)

3. Report any dangerous incidents or circumstances immediately to a Manager or to our telecare provider if the Managers are off-duty

4. Look out for your neighbours

Your telecare Alarm System works at all times of the day and night.  If the Managers are off-duty, call-centre staff will respond to any alarm calls. The pull cords within each flat are tested annually during the support plan review meeting. For the tenants with a neck or wrist alarm, the Tenant Support Manager will test these monthly.

To operate the Alarm System:

• Pull an orange cord in any room or communal area
• Manager / the telecare provider will respond via the two-way Speech Unit
• If you can, explain the problem or issue
• If you are unable to speak, they will automatically assume you need help and will call emergency services.
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Emergency services or Managers will be able to enter your flat using the master key.

Please ask Beatrice the Tenant Support Manager if you would like a pendant alarm (below right) or Fall alarm sensor for extra peace of mind.

You can pull on any orange cord for assistance and use a pendant alarm.

Please make yourself familiar with the Fire Procedure which should be displayed prominently on the inside of your front door. Please refresh your memory from time to time on what to do in the case of a fire.  (A copy of the Fire Procedure is also at the back of this Tenants’ handbook).

Smoke and heat detectors are in all flats & communal areas. During out of hours, our telecare provider will alert the emergency service to the location of any fire. 

PLEASE DO NOT PULL THE ALARM CORD as in these circumstances this will only block the phone line and could delay the response time of the emergency services.

If you have hearing problems and would like a flashing/vibrating adapted fire alert device, please ask Beatrice Boussard the Tenant Support Manager.

You have been given a key to your flat and a key fob which is required to access the buildings at all times, our doors are automatically locked.

The non-automatic fire doors to the gardens can be opened from the inside only.

To exit the buildings, the swing entrance doors open by pressing the green button (internally) to release the lock.  The folding doors open automatically on approach without the need for any action by the user.

PLEASE DO NOT ALLOW ENTRY TO ANYBODY YOU DO NOT KNOW.

Master keys to all flats are kept in a safe and secure place for use in an emergency.

Additional locks, bolts or chains MUST NOT be fitted to your door as these would impede emergency access.

A Manager will never enter your home without your permission except in the case of an emergency. We will endeavour to contact you to advise you of an emergency situation within your flat.

If you find that you have locked yourself out of your flat:

• When staff are off duty, but you are still in the building, you can contact our telecare provider via the orange pullcords located in the laundries, toilets, computer room (block B), communal room (block A).
• When staff are off duty, and you are outside the building, press the HELP button on the intercom system at the main entrance doors.  Our telecare provider will respond. They will arrange for Barnet Assist to attend to give you assess to your flat.

There are cost implications to the Orchard for each call out. If tenants persistently lock themselves out the Orchard will seek reimbursement for these costs.

In these circumstances we would request that the tenant purchases a keysafe which will be fitted outside the front door of your flat.

Anyone who calls to see you or make a delivery can contact you in your flat by using the intercom at the entrance doors. They will need to enter your flat number and press ‘CALL’ on the intercom panel.

You will hear a message through your two-way Speech unit (located in the living area of your flat) “Front Door, Front Door” and the red light on the speech unit will light up.

Press and hold down the left hand side speech button, to ask who the caller is. Release this button to hear their response.

DO NOT HOLD DOWN BOTH BUTTONS AT ONCE - THIS WILL CALL THE MANAGER OR OUR TELECARE PROVIDER

To release the door, PRESS the RIGHT-HAND ‘BUTTON’

PLEASE BE SURE YOU KNOW THE CALLER BEFORE GIVING ACCESS

Moving in:

You are expected to make your own arrangements for moving in and to meet any costs involved. If you would like to carry out improvements or redecorate your flat, please discuss this with Amanda Finance and Buildings Manager and await written consent prior to carrying out alternations.

Adaptations and flat upkeep:

You are responsible for keeping your flat in good decorative order and in a good state of cleanliness. If you require any aids or adaptations or financial assistance, please discuss with Beatrice Tenant Support Manager, who will be able to assist you with the application and referral to Barnet Adult Social Care.

Orchard Housing Society responsibilities:

The Orchard is responsible for the hot water and central heating system, fire and alarm system, electric heater in living area, fridge/freezer and cooking appliances. We will repair or replace each of the above items if required.

Private works carried out inside your flat:

If you plan to have any electrical work carried out, once consent is given, it must be a qualified electrician who can supply the relevant certification for the works. A copy of which must be provided to Amanda, Finance and Building Manager.  

General upgrading and maintenance of buildings and equipment is carried out on an ongoing basis.

How to report repairs:

Please advise Amanda, Finance and Buildings Manager of any property issues in person, via telephone or email.

Handyman service:

A handyman visits once a week to carry out small maintenance jobs, for which The Orchard is responsible.

The tenants can make private arrangements with the handyman.

For repair/maintenance of tenants’ items by the handyman, separate arrangements must be made by the tenant concerned, though help in making such arrangements can be given if required.

Television:  

A central TV aerial serves each flat with digital channels.  Everybody over 75 is entitled to a free TV licence, this is currently under review by the BBC and the government.  Your flat has an aerial for Sky TV, but you will need to acquire your own Sky box and pay to access the channels. Unfortunately, the Orchard does not qualify for a concessionary TV license. So, if you watch TV via any means, (including laptop, tablet etc.) you must apply for your own licence.

Telephone:

Most flats have a socket for a landline telephone.  Connection of a new landline, if required, can be arranged but this will be at your own expense.

Pets:  

We regret that no pets are allowed at The Orchard.

Rent: 

Your monthly payment by standing order covers the various costs of running The Orchard, including Managers’ salaries, alarm systems (support charges), heating, hot water, lighting, water charges, and building and garden maintenance.

There is no Cessor of Rent clause in your tenancy agreement. This means that your rent continues to be payable throughout your tenancy regardless of whether the flat is used or has become uninhabitable due to flood, fire or any other cause.

The Orchard Housing Society is in no position to accept persistent rent arrears, and you will be expected to make some mutually acceptable arrangement to clear any arrears that do arise.  If you are experiencing financial difficulty, please make an application to claim housing benefit from London Borough of Barnet or contact the Citizens Advice Bureau.  You can speak to Beatrice Tenant Support Manager about your entitlements and she can assist you with completing the forms.

Insurance:

To protect yourself you should insure the contents of your flat against loss or damage by taking out a Contents Insurance Policy.  In addition, you need insurance that will pay for alternative accommodation whilst your flat is being repaired if it becomes uninhabitable due to fire, flood or other causes. Many policies cover these risks and you should make sure that you are adequately covered for both. The Orchard Society cannot be held responsible for any costs incurred in either of these circumstances, whatever the cause.

Council Tax:  

The current policy of Barnet Council is that Council Tax is payable on your flat and continues to be payable throughout your tenancy.

Other expenses: 

Electricity, Telephone, TV licence (if aged under 75) Sky TV (if required). If in receipt of Housing Benefit any shortfall in rent will be the responsibility of the tenant.

Laundry Facilities: Closed on Sunday

Prices:

• £1 per wash
• 20p for dryer

Opening times (Monday - Saturday):

• First wash - 8.30am
• Last wash - 6.30pm

Locations:

• Building block A - Ground floor next to flat 4
• Building block B - Ground floor next to flat 30

Facilities:

• Building block A - 2 washing machines and dryers (both coin operated)
• Building block B - 1 washing machine and dryer (both coin operated)

Guest rooms:

We have three guest rooms available. Please arrange room bookings with Beatrice, Tenant Support Manager.

• Guest room 1  - en suite shower room and toilet, kettle - £15
• Guest room 2 - en suite toilet with washing basin, kettle - £12
• Guest room 3 - en suite shower room and toilet and kitchenette - £17 for one bed / £23 for double bed 

Computer room 

In Block B: on the ground floor next to Flat 26 there is a computer room suitable for a small number of people to hold a meeting, meet socially or run a small activity. A computer with internet access is available.

Communal room  

Block A: large communal room next to the Tenant Support Manager’s office. A variety of activities are organised (the timetable is located outside the communal room door) You can meet other tenants of the Orchard socially during the hours of 9 am and 11 pm. A bookcase is available for tenants to donate books for other tenants to enjoy.

Bookings for the communal room are listed on the notice board outside the communal door

Library 

Barnet mobile library visits on Wednesday mornings, 10 – 12.30 and parks in the Orchard car park.

Car parking 

The car park is available for our tenants and their visitors. Please ask the Tenant Support manager for a tenant, visitor or carer parking notices. It is your responsibility to collect the notice from Beatrice, the Tenant Support Manager and hand it to your visitor or carer visiting you. We have received authorisation form Barnet and HGST and we are planning to extend the car park next year in 2020.

Gardens 

You are welcome to use the front and back gardens.  We have two gardeners, who visit weekly.

Allotments within the grounds are available for a small annual fee, although there may be a waiting list. Please ask Beatrice for further details.

Notice boards 

There are notice boards in each of the entrance halls, displaying useful information and details on forthcoming events and activities.

Rubbish collection  

Rubbish and recycling bins are adjacent to the car park.  Please use them between 8am and 6pm to minimise disturbance to other tenants.

• Large paladin bins in bin bay- General daily waste
• Green bins in front of bin bay- Garden waste
• Green recycling bins opposite bin bay- paper, plastic, tins, glass etc.

Please ensure all large items, beds, furniture, electrical etc are disposed of correctly & not dumped around the site. This is not the responsibility of the Orchard.

A long-established Tenants’ Association is one of the groups facilitated by The Orchard management. The aim of the Association is to promote the welfare and common interests of tenants, administrated and constituted along National Organisation guidelines, updated to reflect recent Localism and Data protection legislation (GDPR regulations).

All tenants are welcome to participate in social events and meetings; to elect committee members and 3 tenants’ representatives, who sit on the Management Committee of the Orchard.

The Association is a useful forum to liaise with Tenants’ Representatives, tenants survey, and meet your neighbours.

We all look forward to meeting you! we circulate occasional newsletters and internal ballot papers to interested tenants, if you are interested, please let us know.

For the latest information on the Tenant’s Association, check the notice boards or ask the Managers.

The officers of the Association are:

• Norman Simons                               Chairman
• Celia Wright                                     Treasurer
•  Christine Hutchison                         Secretary

You have the right under the Data Protection Act 1984 and GDPR May 2018, to see the information that the Orchard HS holds about you. If you disagree with any of this information, you have the right to correct it or to record your disagreement.

Tenants are asked to keep the Managers informed of any changes to the names, addresses and telephone numbers of their Next of Kin (NOK) family and friends.

This information is given to our telecare provider Call Centre, for which you give your signed consent when moving in.

We will ensure that dignity, equality and justice are central to the way in which we work, that the distinctive, diverse and unique contributions that our employees and our tenants bring are valued, whatever their race, colour, ethnic origin, national origin, religion, sex, age, sexuality, physical or mental disability, state of health, appearance, marital or family circumstances, and that we will not improperly discriminate between them.

• We will keep a record of the ethnic origin, gender and disability of everyone who makes an application for a tenancy.
• We will apply our commitment to Equal Opportunities when we decide who to put forward to serve on our Committee.
• We will endeavour to ensure that our facilities, resources and services are accessible and appropriate to each individual or group with which we work.
• We will create an environment where all employees will be encouraged to develop to their full potential.
• We expect potential and existing tenants, contractors, employees and shareholders to respect our vision and diversity whilst working with us.

Hampstead Garden Suburb (HGS) Fellowship is a charity with a constitution to provide help and support to all residents of the Suburb who are over 60 and anyone with disabilities.

They have a long lease on Fellowship House opposite Willifield Green, where they run the Fellowship House Club for the over 60s.  They are entirely non-denominational, and their committee has representatives from all the religious organisations in the Suburb, as well as from the Residents’ Association, the HGS Trust, Henrietta Barnett School and Abbeyfield.

Fellowship helps people who are housebound, with their shopping etc. and also have a subsidised chiropody service, which includes home visits for those who are unable to travel to Fellowship House.

The Fellowship House Club provides recreational, educational and companionable activities for members.  On Tuesday afternoons they run a programme of very diverse talks from people who have led interesting lives, seen interesting places or have had out of the ordinary experiences.  Many are or have been Suburb residents.  On other afternoons they have a Tai Chi class, a Keep Fit class, a classical music group (Friday) , Scrabble, a book club and a poetry reading and appreciation group.  There is a coffee morning every Friday and an occasional handicrafts group. They organise two coach trips each year for members.

Fellowship House also has a croquet lawn where they play in the summer, but at all times it is a wonderfully, peaceful and idyllic spot in which to just sit, rest and relax.

Tenants from The Orchard have always formed a substantial proportion of the Club members and are particularly welcome.  There are volunteers who will drive Orchard members who need transport, to and from the Tuesday afternoon meetings.  Fellowship House welcomes new members; the subscription is only £20 per year and they would greatly welcome the presence of more members from The Orchard.

JOHN MATHIAS (Chairman)   Tel:  020 8455 7334

THE GARDEN SUBURB BUS SERVICE – H2

The H2 bus is a Hail & Ride service on a circular route out of, and back to Golders Green Station.  The bus stops at specific points along the route.  It runs every 12 to 15 minutes every day of the year, except Christmas Day.  The service starts at 6 am (6.30 am on Sundays) and runs till after midnight.

The H2 Route

Golders Green Station - Golders Green Road - Hoop Lane - Meadway Gate - Meadway - Wildwood Road - Kingsley Way - Neville Road - Spencer Drive - Holne Chase - Winnington Road - Norrice Lea - Linden Lea - Kingsley Way - Market Place - Northway - Central Square - North Square - Erskine Hill - Asmuns Hill - Willifield Way - Hampstead Way - Meadway - Meadway Gate - Hoop Lane - Finchley Road - Golders Green Station