Our Tenant Handbook

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

• Next of Kin, emergency contacts
• Doctors details, medical conditions, medication
• Mobile phone and landline numbers 
• Email address

 2. Advise the staff if you are going to be away overnight or for a longer period as the telecare service must be updated. (Mainly for fire evacuation and health and safety purposes)

 3. Report any dangerous incidents or circumstances immediately, to a staff member or the telecare service outside of office hours

 4. Report property concerns and repairs to the Finance & Buildings Manager immediately: 

Email: info@orchardhousing.uk Tel:  020 8458 5173

 5. Look out for your neighbours

The telecare Alarm System works at all times of the day and night. When staff are off-duty, the telecare call-centre staff will respond to any alarm calls for medical and property emergencies.

To Request Help:

• Press the red button in the middle on your intercom, activate neck or wrist device or pull an orange cord in any room or communal area
• A Staff member or a Telecare operator will respond via the two-way Speech Unit/ Intercom
• If you can, explain the problem or issue, they will advise you of the best course of action
• If no response is received, it will be assumed that you require help. During working hours, a staff member will attend your flat and will arrange for emergency services to attend if required. Outside of working hours Telecare will automatically call your landline or mobile telephone. If no response is received they will arrange for emergency services to attend

Emergency services or staff will be able to enter your flat using the master key.

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

You can pull on any orange cord for assistance, or press the red button on your speech unit.

You can also push the button on the personal pendant alarms.

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. 

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

In these circumstances there is no need to pull an orange cord or activate your personal alarm device as staff or Telecare will have been alerted.

If you have a sight or hearing impairment and would like a strobe light that flashes and a vibrating pillow sensor, please speak to the Tenant Support Manager.

You have been given a key to your front door and a key fob which enables access to the buildings via a panel located at each automatic entrance door. 

The fire doors to the gardens, at the rear of both blocks, can be opened from inside only and are not automatic.

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

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

The staff hold a Master key to all flats which is used in emergencies only or with the tenant’s consent.

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

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

You may wish to install a keysafe outside your front door to give you easy access to a spare key and avoid being locked out.

If you are locked out during working hours, a member of staff will be able to give you access. Outside of working hours, contact will need to be made with our Telecare company via a pull cord or a wall mounted speech unit in a 

communal area. 

We have an out of hours’ contract with a local mobile support team and a member of their staff will attend to give you access to your flat.

Please be aware that this can take a number of hours and extra charges may be incurred.

When staff are off duty, but you are still inside the building; you can contact Telecare services via the orange pullcords located in the laundries, toilets, communal room (block A) and computer room (block B). 

When staff are off duty, and you are outside the building; press the HELP button on the intercom system at the main entrance doors. Telecare services will respond and arrange for a member of the mobile response team to attend to give you access to your flat. 

There are cost implications to OHS for each call out. If tenants persistently lock themselves out, OHS 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 external intercom at the entrance doors. They will need to enter your flat number and press ‘CALL’ on the intercom panel.

The visitor will hear a message “Contacting Flat”. 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 (middle button).

TO ANSWER THE CALL: Press and hold the red button, in the middle, to connect to the system and ask who is calling. Release the red button to hear the response.

TO RELEASE THE DOOR, Press and immediately release the orange button, on the left, (with the house symbol), you will hear “Door Open”.

PLEASE NOTE:

To speak: you must keep the red button pressed

To listen: you must release the red 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.

Adaptations and maintaining your flat:

You are responsible for keeping your flat in good decorative order and in a good state of cleanliness. 

If you would like to carry out improvements or redecorate your flat, please put this in writing and discuss with the Finance and Buildings Manager. You must await written consent before commencing any improvements or alterations.

If you require any aids or adaptations or financial assistance, please discuss with the Tenant Support Manager, who will be able to assist you with the application and referral to Barnet Adult Social Care.

Orchard Housing Society responsibilities:

OHS is also responsible for the hot water and central heating system, fire and Telecare alarm system, electric wall heater in the living area, fridge/freezer, 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 or plumbing work carried out, once consent is given, you must use a qualified electrician/plumber who can supply the relevant certification for the works, in advance of works commencing. A copy of which must be provided to the Finance and Buildings Manager.  

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

How to report repairs:

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

Weekly Handyman service: 

A handyman visits weekly to carry out small maintenance jobs, for which OHS is responsible. 

The tenants can also make private arrangements with the handyman. (at their own expense)

For repair and maintenance of tenants’ personal items the tenant must make their own arrangements.

Television:  A central TV aerial serves each flat with digitalchannels.  If you wish to have a television, you must purchase a TV license.  Your flat also has a Sky TV aerial, but you will need to acquire your own Sky box and pay to access the channels. 

Unfortunately, OHS 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/ Broadband: Most flats have a telephone socket for a landline and broadband connection. 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.

Rent: Your monthly payment by standing order covers the various costs of running OHS, including staff salaries, telecare alarm systems (support charges), heating, hot water, lighting, water charges, building and garden maintenance.

If in receipt of Housing Benefit, any shortfall in rent will be the responsibility of the tenant.

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.

Rent Arrears: OHS is not in a position to accept persistent rent arrears, and you will be expected to make a mutually acceptable arrangement to clear any arrears that arise.  If you are experiencing financial difficulty, please make an application to London Borough of Barnet to claim housing benefit or contact the Citizens Advice Bureau. You can speak to the Tenant Support Manager about your entitlements, and she can assist you with completing an application to apply for financial assistance for your rent and/or Council tax payments.

Insurance: You must insure the contents of your flat against loss or damage by obtaining Contents Insurance. The policy must include cover for alternative accommodation, should your flat become uninhabitable due to fire, flood or other causes. Many policies cover these risks, and you should ensure you are adequately covered. OHS cannot be held responsible for any costs incurred in these circumstances, whatever the cause.

Council Tax: Council Tax for your flat is payable to London Borough of Barnet and is the responsibility of the tenant throughout the tenancy.

Other expenses: Electricity, Telephone/ Broadband, TV licence, Sky TV (if required). 

Laundry Room

Monday - Saturday, first wash 8.30am, last wash 6:30pm. 

Closed on Sundays.

Coin-operated - £1 per wash, 20p for dryer

Please note only one washing machine or dryer per person

Guest rooms

Guest room 1

Facilities: En suite shower room, toilet, kettle 

Cost per night: £20

Guest room 2

Facilities: Toilet and wash hand basin, kettle 

Cost per night: £17

Guest room 3

Facilities: En suite shower room, toilet, kitchenette

Cost: £22 for one bed/ £28 for two beds

Please book guest rooms with the Tenant Support Manager (Guest room policy applies)  

Computer room 

A computer with internet access is available in Block B, on the ground floor, next to Flat 26. This room is also suitable for a small number of people to hold a meeting, meet socially or run a small activity. The door entry code is C3489Y

Communal room 

Block A, ground floor next to the Tenant Support Manager’s office. We organise a variety of activities here and you can meet up with other tenants socially during the hours of 9am and 10pm. A bookcase is also available for tenants to donate books for other tenants to enjoy. (Changes to opening hours and access to the communal room may be affected by Covid restrictions)

Notice boards

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

Bookings and activities are listed on the notice board next to the communal room door

Library

Barnet mobile library visits on a Tuesday every 4 weeks between 10am – 12.30pm and parks in The Orchard car park when parking is available.

Car park 

The car park is available for tenants and their visitors on a first come, first served basis. Please ask the Tenant Support Manager for a tenant, visitor or carer notice to be displayed on the dashboard of each vehicle.

It is the responsibility of the tenant to obtain these notices

Gardens 

You are welcome to use the front and back garden areas. The gardeners visit weekly.

Allotments 

There may be a waiting list for the Allotments, within the grounds, which are managed by tenants. They are available for a small annual fee. If you are interested, please ask The Tenant Support Manager for further details.

Rubbish collection

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

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

Please ensure you arrange for a private collection of all large and electrical items; beds, furniture, ironing board, lamps, kettles, etc. to ensure they are disposed of correctly. PLEASE DO NOT dump around the site or put in any of the bins.

This is not the responsibility of Orchard Housing Society

ORCHARD HOUSING SOCIETY POLICIES & PROCEDURES

All policies and procedures are held in the Tenant Support office and available to view by appointment. You are strongly advised to familiarise yourself with them.

Policies that may be of particular interest to you:

You have the right under the Data Protection Act 1984 and GDPR May 2018, to see the information that Orchard Housing Society holds about you. If you disagree with any of the information, you have the right to request it be corrected or for your disagreement to be recorded.

Tenants are asked to keep staff informed of any changes to their details, e.g. Doctor, medication, etc. and the names, addresses, email addresses and telephone numbers of their Next of Kin, family and friends.

This information is given to OUR TELECARE SERVICES Call Centre, for which you give your signed consent when moving in.

Damp and Mould

Making sure that your home is free of condensation, damp and mould is really important.

Condensation is moist air that collects on a cold surface such as a window or cold wall. Left untreated, it can create damp and then mould which can affect your health and home.

Condensation usually appears where there isn’t enough ventilation, so you might see it in the bathroom or kitchen, or in places where air doesn’t flow easily.

Here is some advice to reduce condensation, damp and mould in your home.

In the kitchen…

• When      you’re cooking or boiling a kettle, try to keep the door closed to prevent      steam moving around your home. Steam will collect on walls and windows and      create condensation.
• Cover      your pans with lids when you’re cooking and leave your extractor fans on      if you have one, you can also open your windows. Both of these will help      to clear the air of moisture.

In the bathroom…

• Condensation,      damp and mould in the bathroom is caused by hot baths and showers that      send moisture into the air. When you’re taking a shower or bath, keep your      extractor fan on if you have one. You can also open a window if you have      one, to get rid of the steam.

Around the home…

• When      possible and safe, try to keep your windows open to encourage fresh air to      flow around your home.
• Try      to avoid drying clothes inside or over radiators. If you can’t, then place      the clothes on a rack in a room next to an open window and close the door.      If the room has an extractor fan, keep it switched on until your clothes      are dry.
• Try      and keep your furniture at least 5cm away from walls to allow air to flow      around it. You may want to keep soft furnishing away from external walls      where moisture can collect.
• Leaving      moisture on surfaces will encourage mould to grow. Wipe away any      condensation from windows and doors to prevent mould.
• Don’t      overfill your wardrobes and cupboards as warm, damp air can collect      inside.

Please report damp and mould issues

We ask that you contact us as soon as you notice any signs of damp and mould so we can visit your property to investigate.

• This policy and its practice apply to Committee Members, Staff, visitors, Consultants, Contractors, applicants for employment, tenants and prospective tenants
• This policy covers discrimination on the grounds of age, disability, gender, gender reassignment, language, marital status, ethnicity, cultural and faith beliefs, sexuality
• Individual Tenants are responsible for their own behaviour and those of their visitors, under the terms of their tenancy agreement
• We will keep a record of the ethnic origin, gender and any disability of applicants for a tenancy
• We will apply our commitment to equality, diversity and inclusion when deciding who to put forward to serve on our committee
• We will endeavour to ensure our facilities, resources and services are accessible and appropriate to each individual or group

• All incidents, allegations, or suspicions of abuse, including anonymous reports will be taken seriously
• The policy is designed to identify, respond to and minimise any risk of abuse or neglect to tenants
• Any Committee Member in breach of this policy may be expelled from the Management Committee
• Any Staff member in breach of this policy will be subject to disciplinary action
• Any tenant in breach of this policy could be subject to legal action and OHS seeking possession of the flat

• This policy and its practice apply to Committee Members, Staff, visitors, Consultants, Contractors, applicants for employment, and all tenants and prospective tenants
• We aim to provide a harmonious living and working environment where Tenants and Staff are treated with respect and dignity
• We are committed to tackling harassment and aim to deal with any such incidents promptly, sensitively and effectively
• For the purpose of this policy, Harassment is “unwanted conduct which has the purpose or effect of violating an individual’s dignity or creating an intimidating, hostile, degrading, humiliating or offensive environment for that individual” 
• We will take a victim-centred approach to harassment: if an individual identifies themselves as a victim of harassment, we will proceed according to this policy

Any tenant in breach of their tenancy agreement may be subject to eviction procedures

 OHS is committed to mitigating the risks posed by the use of electrical systems within the buildings it owns and manages. We aim to:

• Ensure all our properties are safe and suitable for letting from an electrical health and safety perspective
• Meet our legal and regulatory obligations to ensure electrical safety in our flats, communal areas and buildings we own and manage
• Identify and effectively manage any associated risks regarding electrical installations
• Ensure that tenants are aware of their responsibility under their tenancy agreement to provide access, where reasonable notice has been provided
• Provide new tenants and tenants who transfer flats with a copy of the electrical inspection report. Give current tenants a copy of the report following an inspection

 We hope you will not have cause to make a complaint whilst you are a tenant, but set out below is the procedure to follow should the need arise:

• If you are unhappy with the way a maintenance matter has been managed, please discuss with the Finance and Buildings Manager who will aim to have the matter resolved as soon as possible
• If you are unhappy with anything other than repairs and maintenance, please discuss with the Tenant Support Manager
• If you feel the matter has not been resolved within a reasonable time scale, the tenant should write to the Secretary of Orchard Housing Society Management Committee who will investigate the complaint 
• More serious matters should be sent directly to the Secretary. If the Secretary is unable to resolve the complaint to your satisfaction, the complaint should be put in writing to the Chairman of Orchard Housing Society with a formal request for it to be considered by the Management Committee at their next meeting
• All complaints will be acknowledged within fourteen days and a full reply within twenty-eight days
• If, after the Committee has considered your complaint, you are dissatisfied with the outcome, you have the right to take your complaint to the Independent Ombudsman, Housing Ombudsman Service PO Box 152 Liverpool L33 7WQ Tel. 0300 111 3000

The Ombudsman will only be able to consider a complaint once satisfied that Orchard Housing Society’s own complaints procedure has been fully exhausted, and it falls within their jurisdiction. 

Doctors

Temple Fortune Health Centre 

23 Temple Fortune Lane NW11 7TE   020 8209 2400 and 020 8209 2401

There are more local doctors, and the Tenant Support Manager can provide you with a the list.

Chemists

Boots, 58-60 Golders Green Road NW11   020 8455 2427

Landy’s, 1191 Finchley Road NW11     020 8455 9469

Warman Freed (open late), 45 Golders Green Rd NW11    020 8455 4351

Westlake Pharmacy, 1015 Finchley Road NW11     020 8455 2521

Churches and Synagogues

Parish Church of St Jude-on-the-Hill, Central Square NW11  020 8455 7206

Free Church (United Reformed and Baptist), Central Square NW11  020 8457 5898

Friends’ Meeting House, North Square NW11  020 8433 3195

St Edward’s Catholic Church, 700 Finchley Road NW11  020 8455 1300

Trinity Church (Methodist and United Reformed), 90 Hodford Road  020 7435 0083

Hampstead Garden Synagogue, Norrice Lea N2  020 8455 8126

NW Reform Synagogue, Alyth Gardens NW11  020 8455 6763

New North London Synagogue, The Manor House, 80 East End Rd N3 020 8349 5700

Local organisations

Age UK:  0800 169 6565

Barnet Adult Social Care:  020 8359 5000

Fellowship House, 136a Wilifield Way NW11 6YD     020 8455 7620

Citizens Advice Bureau Barnet:   0300 456 8365

Disability Action  020 8446 6935

Independent Mobility Living  020 8931 6000

Hampstead Garden Suburb Residents’ Association,   020 8455 0416

Hampstead Garden Suburb Trust, 862 Finchley Road NW11 6AB  020 8455 1066

Mobile Library    020 8359 3901

Post Office, Oli Food Store, 1063, Finchley Road NW11 0PU  020 8458 5585

Safer Neighbourhoods Team      0300 123 212

Samaritans     08457 909090

Hospitals 

Barnet General Wellhouse Lane EN5 3DJ      0845 1114000

Edgware Community Hospital, Burnt Oak Broadway HA8 0AD      020 8952 2381

Finchley Memorial Hospital, Granville Road N12 0JE     020 8349 7500

Royal Free Hospital, Pond Street NW3 2QG     020 7794 0500

Whittington Hospital, Highgate Hill N19 5NF     020 7272 3070

Hospices

North London Hospice, 47 Woodside Avenue N12 8TF     020 8343 8841

Optometrists / NHS Home Visit Optician

Levitt Barnard, 58 Clifton Gardens NW11     020 8458 0599

Melissa Conway, 1193 Finchley Road NW11      020 8201 9292

Gavzey Opticians, 48 Market Place      020 8731 9999

Visual Care Option NHS Home Visit Optician   0800 047 0425

Physiotherapists

Golders Hill Practice, 592 Finchley Road NW11    020 8455 7809

Hillside Physiotherapy Practice, 151 North End Road NW11   020 8458 8822

Ravenscroft Healthcare Suite. 166a Golders Green Road NW11    020 8209 0922

Chiropodists

Androula Mantovani (Home visit)  020 8883 9856  07800 831 363

Elisabeth Thomas (Home Visit)   07960 476 783

Osteopaths

Alan Nevies, 44 Hoop Lane, NW11    020 8458 3874

Martin Pidd, 19 Rodborough Road, NW11    020 8455 2675

Acupuncture

Collett Assor, Neale Close, N2      07956 956 075

R Beeton, 871b Finchley Road, NW11     020 8455 6784

Alexander Technique

Alex Maunder, 79 Brookland Rise, NW11     020 8455 1878

Carolyn Simon, 12 Asmuns Hill, NW11     020 8458 2147

Felicity Lipman, 3 Arcade House, Hampstead Way NW11     020 8458 7637

Hairdressers

Nina  (Home visit)  07986 236 146

Ian  (Home visit)  07468 623 121

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 and New Year’s Day. The service starts at 6am (6.30am 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 Drive - 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

Buses from (Temple Fortune) Finchley Road to Golders Green13,460 and 102