This handbook contains information to help you enjoy living at The Orchard. We hope it answers most of the questions you may have and shows you where to find further information you may need.
MONDAY – FRIDAY 9.00am – 5.00pm
Tenant Support Manager: 020 8455 3223
Finance and Buildings Manager: 020 8458 5173
The Orchard Housing Society is a sheltered housing society in the heart of Hampstead Garden Suburb, designed for people over 60 to live independently with the benefits of additional security and support.
The staff are here to help and encourage you to live as independently as possible in your own home and to help make your life secure, comfortable and enjoyable. They are responsible for the day-to-day running of the buildings and monitoring the well-being and needs of the tenants. The Tenant Support Manager is responsible for tenant related matters and the Finance and Buildings Manager deals with the finances and building maintenance. Both Managers will of course respond to an emergency.
Staff work Monday to Friday from 9am to 5pm. Whenever the staff are off-duty, continuous support is provided by a specialist Telecare call-centre contracted to provide support to tenants if required.
The Tenant Support Manager can visit you regularly during a difficult time, if in need of assistance they can help to organise support, staying in close contact with anyone who may be temporarily unwell or have recently been discharged from hospital. The Tenant Support Manager can arrange for our telecare service to call you at weekends and bank holidays to check on your well-being if the need arises. (This service may incur an extra charge).
The staff are here to help you in a variety of ways. If you want to discuss any issues or problems, you can be sure they will respect your privacy and confidentiality. The Tenant Support Manager can help with contacting and making referrals to Barnet Adult Social Care for adaptations to your home, completing forms for entitlements such as housing benefits, Council tax support and Attendance Allowance, and generally providing information about other organisations and services that are available.
Unfortunately, the staff cannot do everything. They are not nurses, and they are not allowed to change dressings or manage your medications, but they will know where to refer you to for appropriate services or organisations.
Shopping, cooking and laundry are not part of the staff’s duties, however, the Tenant Support Manager can put you in touch with a carer or cleaner to assist with these areas, if the need arises.
You are responsible for maintaining the cleanliness of your flat.
Staff are not permitted to handle your finances or be responsible for your money, for safe-keeping or any other reason, so please do not ask them.
When you move in and have settled, after approximately a month, the Tenant Support Manager, with a member of the Management Committee, will meet with you in your flat to discuss and produce a Support Plan. You can discuss any concerns, issues or risks you may face.
The support plan will be reviewed with you annually and will include a Health and Safety check of your flat, including checking all pull cords are in full working order.
For tenants with a neck or wrist device, the Tenant Support Manager will test these monthly.
You will be provided with a copy for your records and a copy will be kept in your file, held in the Tenant Support Office.
Reviews can take place more regularly if needs or circumstances change.
The Support Plan will record your age, medical conditions/ medications, details of your doctor, next of kin (NOK) and anyone else you may wish to be contacted in the case of an emergency. You will be asked to sign a statement agreeing, under the General Data Protection Regulations (GDPR), that your health and medical information can be shared with our telecare service to enable them to provide continuous care.
We request that tenants keep us updated with changes in health, medical conditions, medications and NOK details. This will ensure, if emergency assistance is ever required, we have up to date and accurate information to provide to the emergency services.
1. Keep the Tenant Support Manager informed of all changes in circumstances:
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: email@example.com Tel: 0208 458 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:
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
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”.
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
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).
Monday - Saturday, first wash 8.30am, last wash 6:30pm.
Closed on Sundays.
Block A (ground floor next to flat 4) - 2 washers, 2 dryers
Block B (ground floor next to flat 30) - 1 washer, 1 dryer
Coin-operated - £1 per wash, 20p for dryer
Please note only one washing machine or dryer per person
Guest room 1
Location: Block A, next to flat 62
Facilities: En suite shower room, toilet, kettle
Cost per night: £20
Guest room 2
Location: Block B, next to flat 50
Facilities: Toilet and wash hand basin, kettle
Cost per night: £17
Guest room 3
Location: Block B (next to flat 56)
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)
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
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 9 am 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)
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
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.
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
You are welcome to use the front and back garden areas. The gardeners visit weekly.
There may be a waiting list for the Allotments, within the grounds, which are managed by Angela in Flat 32. They are available for a small annual fee. If you are interested, please ask The Tenant Support Manager for further details.
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.
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
IF YOU WOULD LIKE TO ORDER READY MEALS
Wiltshire Farm Foods is a local, family-run firm delivering frozen meals to your door for you to keep in your freezer and heat up as you need them. A few tenants already enjoy this service and recommend it.
CONTACT: WILTSHIRE FARM FOODS (Tel. 020 8202 9776 / 0800 077 3100)
IF YOU NEED ASSITANCE WITH HOUSEHOLD DUTIES
e.g. Cleaning, laundry, ironing. Barnet Adult Social Care can provide additional hours if you are already in receipt of a care package. This will be means tested and may incur additional costs.
The Tenant Support Manager has a list of private carers and cleaners, if required.
The staff are not able to take on any responsibility for the above services.
If you find at some future date that your accommodation is no longer suitable, or that you require support that cannot be provided, or met within an independent living environment, please discuss your situation with the Tenant Support Manager who will help you contact organisations to assist with finding the most suitable accommodation to meet your needs.
You are required to give four weeks written notice of the termination of your tenancy. The flat should be cleared of all furniture/ possessions, left clean and in good condition.
All keys and fobs must be returned to a manager by the notice period end date.
The original Orchard was built in 1909 as part of Henrietta Barnett’s overall plan for Hampstead Garden Suburb. It aimed to provide good accommodation at a fair rent to elderly residents of Hampstead Garden Suburb who had a housing need and were able to live independently.
It was rebuilt in 1970, funded by contributions from Suburb residents and a mortgage from the London Borough of Barnet. Barnet have the right to nominate tenants for nine of the sixty-one flats.
Orchard Housing Society, in its present form, was instituted in 1972, a not-for-profit housing association with charitable status. It is now a registered social landlord under the Regulator of Social Housing.
OHS is governed by a Management Committee made up of unpaid volunteers whose activity is controlled by the Rules of the Society and a Code of Conduct. The Tenants’ association Nominated Committeemen are full members of the Management Committee. Managers attend Committee meetings by invitation but are not entitled to vote.
Mr Allan Jones (Chairman)
Mrs Josephine Morris (Secretary)
Mr Graham Cunnold (Acting Treasurer)
Mr Alan Brudney
Dr Timothy Yates
Mrs Annalisa Manenti
Mr Angus Walker
Mrs Lily Devic
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.
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:
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:
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
HGS Fellowship is a local charity run by volunteers which caters for the physical, mental, social, cultural and educational wellbeing of Suburb residents over the age of 60. It is a secular institution, completely independent of any religious, social, or other body.
Orchard Housing Society tenants are entitled to free membership (normal annual charge £20) of this friendly club but first you have to register with the Membership Secretary, Margaret Lancaster, on Tel: 0208 455 8140.
Fellowship runs a number of activities especially for Club Members e.g., Book Club, Share A Poem, Scrabble, Music Appreciation, Craft Workshop, Keep Fit, Tai Chi, Country Dancing.
There is a choir and also a weekly coffee morning. A chiropody service is also available at favourable rates and home visits can be arranged.
There are many different activities, open to all over 60s Suburb residents, going on at Fellowship House and Members get reduced rates at some of these, for example, the Tuesday Afternoon Talks followed by tea and biscuits and also the Film Club.
Croquet is available at a discounted rate on the beautiful lawn behind Fellowship House (phone Chris Page on 0208 455-2785 for details).
A free summer coach trip is laid on once a year (with free entry to an attraction) and there is a free New Year’s party with entertainment.
A regular Newsletter keeps you up to date with what’s going on and a copy is put up on every OHS notice board. The Fellowship website (www.fellowshiphouse.co.uk) is always available for those that have access to the internet.
Fellowship House is the building about 200 meters away on Willifield Green where all these activities are carried out. It also functions as a Community Centre for the Suburb for a wider range of activities which may also be of interest (see ‘Activities’ and ’News’ sections on the Fellowship House website).
Fellowship and Orchard Housing Society
Both these cousins go back a long way. They were set up at the birth of the Suburb in 1909. It is interesting to note that Fellowship’s longest serving Chairman (from 1957-1985), Edward Parry, was also Chairman of Orchard Housing Society during the 1970s when it was rebuilt. The architect was Michael Darke who also designed Fellowship House, built a few years earlier in 1958.
Consult the website or feel free to call Margaret Lancaster (Membership) on 0208 455 8140 or Jill Purdie (Hon Secretary) on 0208 458 5042.
ANDREW BOTTERIL (Chairman)
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 the list.
Boots, 58-60 Golders Green Road NW11 020 8455 2427
Landy’s, 1191 Finchley Road NW11 020 8455 9469
Landy's Express 768 Finchley Road London NW11 7TH 020 8455 3509
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
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
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
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
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
Androula Mantovani (Home visit) 020 8883 9856 07800 831 363
Elisabeth Thomas (Home Visit) 07960 476 783
Alan Nevies, 44 Hoop Lane, NW11 020 8458 3874
Martin Pidd, 19 Rodborough Road, NW11 020 8455 2675
Collett Assor, Neale Close, N2 07956 956 075
R Beeton, 871b Finchley Road, NW11 020 8455 6784
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
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 Green13460102