Hallfield Estate - westminster.gov.uk

Hallfield EstateMarlow House | Taunton House | Newbury House

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Working in partnership.Making properties better.Making lives better.

Axis Your Resident Survey Pack. For all enquiries: Chantelle Dawkins [email protected]


Introduction

Introduction to the works

Summary

Contact directory

About Axis

What happens next?

What I need to do

Window Replacements

Door Replacements

Extractor Fans

Asbestos Survey

In-Flat Works

External Works

Code of conduct

Staying safe

Frequently asked questions

Considerate Constructors

Notes

We are pleased to introduce ourselves to you – we are Axis, Westminster City Council major works partner, chosen to carry out the major works to your home.

This document provides information and advice about the works being undertaken. Please take the time to read this pack and feel free to ask any questions.

It’s important to point out that whenever work is undertaken in an occupied property, disruption will occur. But at Axis we do our best to limit this wherever possible, remembering our workplace is your home and always putting your welfare and safety first.

For your complete peace of mind a Resident Liaison Officer will be available to answer any questions while the work is taking place. You can call on them and they will try to answer your concerns and cater for any special needs relating to the work.

We hope that your experience with the Westminster City Council and Axis partnership is a good one and that you are happy with the work carried out in your home.

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SummaryHere is a summary of the content of this pack and works specific to your property.

The Works

Work taking place at your property:

complete address ��

��

date booklet given ��

…includes the works marked with a tick:

Asbestos SurveyTypically includes: a visual inspection of your property in which a surveyor may take small samples to test for asbestos.

Anticipated samples date ................................

Tick here

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Window ReplacementTypically includes: installation of scaffold, new Aluminium Double Glazed windows and securing new units, associated repairs and redecoration of immediate surround.Anticipated start date .......................................

Tick here

Door Replacement (tenanted properties) Typically includes: installing and sealing new doors and associated repairs and redecoration of immediate surround.

Anticipated start date .......................................

Tick here

Extractor Fans (tenanted properties)Typically includes: installation of new fans to kitchens and bathrooms.


Tick here



The dates and durations indicated above are estimates based on us having agreed access to your property. Regular updates will be provided throughout the work but your flexibility will help us to do the best job of improving your home. We can also only provide a typical example of what the work includes. The work taking place in your home and fitted elements may vary from the example shown above.

LeaseholdersThe windows will be replaced at all properties at Marlow and Taunton. Leaseholders will be able to opt in to buy front entrance doors and extractor fans and the prices and ‘opt-in’ forms will be sent separately.

Axis Westminster Project OfficeThe Roundhouse, Hallfield Estate, W2 6DZ(opposite Caernarvon House)

Working HoursOur working hours are between 8am and 5pm Monday to Friday.

Out of HoursIf you require any assistance outside of the working hours please contact 020 3697 1153.

AccessIdeally you or someone that you’ve nominated will be present at the property while the work is being carried out, but Axis does offer a key holding service if this is not possible. This is subject to individual circumstances.

InsuranceWe recommend that you inform your home contents insurance company of the work being carried out, especially where access is being erected.

Child SafetyWe are unable to work in a property with unaccompanied children under 16 years of age.

Your InvolvementWe will need your assistance before the work can begin. Full details can be found on the sheet titled ‘What I need to do’ and individual works sheets. Please read these carefully.

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Bathroom Radiator (tenanted properties)Typically includes: installation of radiators in bathrooms.


Tick here


Contact directoryKeep this directory somewhere safe, it contains the contact details of everyone you’ll need while work is taking place to your property and block.

Chantelle Dawkins is your dedicated Liaison Officer. She will be supported by Ralph Talabi (Site Manager).

Our Resident Liaison Officers are your first point of contact at all times, they are in the best position to take the fastest action on your behalf.

Axis Your Resident Information Pack. For all enquiries: Chantelle Dawkins [email protected]

Site ManagerName: Ralph TalabiEmail: [email protected]

Resident Liaison OfficerName: Chantelle DawkinsMobile: 07307 922291Email: [email protected]

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Compliments and Complaints

We welcome your feedback, it helps us get better at helping you. So don’t hesitate to get in touch with any comments on our work or service using the contact details provided.

Contact your Resident Liaison Officer in the first instance with any day to day issues or questions arising from the work in your property. Use the details provided for all other comments.

If you are dissatisfied with any aspect of our compliments and complaints procedure, you still have the opportunity to issue your comments directly to your landlord through their formal channels.

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Out of Hours numberFor emergencies and out of hours assistance please contact Axis Out of Hours Team:

020 3697 1153Our Out of Hours emergency team are available for any emergency issues outside our normal working hours Monday-Friday 8am-5pm. Please ensure that you call our site for any issues during this time.



About Axis

A few things about us…

Your home is in good hands. Axis specialises in the repair and maintenance of Social Housing properties, we do it quickly, efficiently and to a very high standard and have been doing so for over three decades.

We have worked with over 50 Registered Housing Providers and Local Authorities to maintain over 150,000 resident homes per year in London, the South East and West Midlands.

But there is much more to us than facts and figures. We are a family-run, values-led company and treat everyone that comes into contact with us, at any level, according to these values.

We believe our service goes beyond simply repairing and refurbishing homes. We aim not only to raise the standard of Social Housing properties, but also to make a positive impact on the lives of the residents whose homes we help to maintain.

Our strictly-enforced code of conduct ensures you and your home will be treated with respect. Tidiness and a polite approach are also integral to the way we work. If you receive anything other than a satisfactory experience in respect of this please let us know.

Integrity, honesty and commitment breeds integrity, honesty and commitment

Train and develop people – their growth becomes our growth

Harmony, co-operation and openness helps build stronger relationships

Protect our environment protect our future

Everyone deserves respect

Embracing diversity will broaden our horizons

A community we contribute to will welcome and value us

Commitment to health and safety benefits everyone

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What happens next?

At this stage Westminster City Council will have written to you, informing you that your property is included in the current programme, explaining the nature of work and giving you the opportunity to address any issues about the planned work with them. But what’s next?

As shown in the process below, your Resident Liaison Officer will be in regular contact, before, during and after the work takes place, but you are always welcome to contact them with any questions or queries.

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Now we have your survey and information we will call to arrange a start time and provide information on the duration of works, we’ll confirm this in a letter.

STAGE

01 You will need to clear window space and may need to move some furniture before we can start work. Please see the sheet ‘What I need to do’ and sheets on the specific work. They explain what is required in more detail.

STAGE

02 To complete a pre-condition survey a Site Supervisor or Resident Liaison Officer will visit your home just before the work starts.

STAGE

03 Work will start on the date you’ve agreed with us. You will receive regular visits and calls from your Resident Liaison Officer to ensure you’re happy with the work and our operatives. A Site Supervisor will also make daily visits to inspect the quality of work.

STAGE

04



As the work nears completion we will agree a ‘handover’ appointment. This is an opportunity for you to inspect the work with a Site Supervisor. Any remedial work is completed during or shortly after this visit and the work is jointly signed off as complete.

STAGE

05 We’ll leave any instruction manuals for new equipment and safety certification (where applicable) with you.

STAGE

06 We hope that you enjoy the works made to your home and thank you for your patience.

Letter Action Visit / Meeting Phone

Key to icons

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AvailabilityYou will need to agree available dates when we can access your property to carry out the works. Your Resident Liaison Officer will call to make these arrangements.

Ideally you will be present for the duration of the work or can nominate a trusted person to provide access to the property. However, Axis does offer a ‘key holding service’ that allows operatives to access and secure the property without you present. You will need to provide keys and make arrangements with your Resident Liaison Officer to take up this service.

Please give 48 hours notice if you need to re-arrange an appointment. This will allow us to reschedule our operatives’ work so no time is wasted.

Around the houseBefore we can begin work on your property you will need to prepare the area where work is to take place and clear any hallways or access routes. Below is a list of things you need to do before the work begins.

Your Resident Liaison Officer will advise you when to start these preparations and can arrange assistance if you’re physically unable to do it yourself.

We advise that you: • Safely store any valuables, breakable and personal items.• Remove wall mounted items, such as pictures and mirrors.• Remove any light fittings/shades that are your own and you want to keep.• Move or cover any furniture in working areas, to avoid dust or damage.

It is important to take appropriate precautions with furniture, personal belongings and household content, as neither your landlord nor Axis can accept responsibility for damage caused during the works. Keep windows and doors closed during brick and concrete repairs to minimise dust in your home.

What do I need to do?

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In generalPreparationPrepare yourself for the type of work and related disruption that might occur. Think ahead to what you will need to be comfortable and arrangements you can make if any of the supplies in your property are temporarily unavailable while work is carried out. We will try to let you know specific times of the day that your supplies might be affected by work.

There will be an RLO and a Site Manager based at our site office. Residents are welcome to drop in with queries at any time.

There will be a welcome area and information on all aspects of the work.

Everyone deserves respectPlease treat our operatives with respect: they are helping to improve your home and deserve to work in a safe and comfortable environment. We do not expect our workers to tolerate abuse of any kind and will instruct them to leave your property should they experience a problem – which can result in the completion of your home improvements being delayed. Please follow the official complaints procedure and call your Resident Liaison Officer should you experience a problem with a member of our staff.

Please also see the enclosed sheets that will detail specific work being carried out to your property. Each contains preparation guidance that will require your involvement.

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Window Replacement(Marlow House and Taunton House only)

What’s involved?Your window replacement will involve removing your existing windows and installing new ones to your home. All windows and doors, where applicable, will be changed.

How long will it take?We will provide regular updates of our progress throughout the work.

Windows will take two days to install. We will replace any windows taken out on the same day and you will never be left without safe and secure windows in place.

All making good will be completed as part of the 10-day programme.

Working hours will be between 8am-5pm.

What do I need to do?• Remove and safely store all ornaments, wall hanging objects and furniture around the

windows.• Remove and safely store anything on your window sills such as frames and vases.• Provide keys to existing doors and windows to assist with their removal.• Remove all curtains and blinds.• Arrange with your alarm company for any alarms or sensors, linked to the windows to be

disconnected prior to work starting.

See the separate sheet titled ‘What do I need to do’ which contains general guidance when preparing for any work in your home.

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Please note the works can be affected by weather conditions and any associated repairs, but your property will always be left secure at the end of each day.



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Product Specification

Products reference: Smart Systems Alitherm 47 Heritage Include customised Steel Look profiles bespoke for Hallfield Estate.

Materials: All profiles are extruded from aluminium alloy 6060/6063 T5/T6 and comply with the recommendations of BS EN 12020-2; 2001/BS 755-9: 2001. Thermal breaks are formed with polyamide strips PA 6.6 25 reinforced with glass fibre sections capable of withstanding temperatures up to 200ºC.

BRE Green Guide: BRE Environmental Summary Rating ‘A’ ref: 123100004

Window Energy Rating: Window Energy Rating ‘B’

Configurations: Glazing configuration Fixed Open in Side hung/Bottom hung Open out Side hung/Top hung Tilt turn

Hardware: Security multipoint locking compatible :- Sobinco Chrono/Fapin/Siegenia/Trojan



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Aluminium Double Glazed Window Replacement Process

STAGE

01 • You will receive a letter 2 weeks before for you to confirm a convenient appointment slot.

STAGE

STAGE

02

03

• The existing windows will be removed and new windows installed.

• Windows will be secured and foam-sealed

• Making Good – Any damages caused to the surrounds of the window frame will be repaired and redecorated where required.

STAGE

04 • We will visit your property to inspect the work as part of the completion and handover procedure



Door Replacement

What’s involved?Your door replacement will involve removing your existing front door and installing a new one. You will be provided with three keys for your new door.

How long will it take?We will provide regular updates of our progress throughout the process, but it will take approximately one working day to complete. This will include ‘making good’ to the door surround following installations.

Please note the works can be affected by weather conditions and any associated repairs, but your property will always be left secure at the end of each day.

Working hours will be between 8am-5pm.

What do I need to do?• Remove and safely store all ornaments, wall hanging objects and furniture around doors.• Remove and safely store any plant pots and any items around your doors that ensure the

area is free from restriction. • Provide keys to existing doors to assist with their removal. • Remove any net curtains and blinds. • Arrange with your alarm company for any alarms or sensors, linked to the doors or rooms

being worked on, to be disconnected prior to work starting.

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Door Replacement Process

STAGE

01STAGE

02

• You will receive a letter 2 weeks before for you to confirm a convenient appointment slot.

• The existing doors will be removed and new doors installed.

• Doors will be secured and sealed

STAGE

03 • We will visit your property to inspect the work as part of the completion and hand-over procedure.

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Colour choice for new front doorsBelow are five colour choices for new front doors. We are inviting residents to choose one colour.Please note, the colours shown below may not be an exact match. Samples will be available in the Axis site office.

Please tick ONE box beside the door colour you prefer.

Blue Red

Green Grey Black



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Installation of Extractor Fan

Cyfan Extractor Fans230V/24V DC SELV Surface and Semi-Recessed Mounted Domestic FansThe Nuaire CYFAN centrifugal extract fan is a major advancement and has been designed to meet the flow rates for all wet room applications such as the bathroom, kitchen, utility and WC etc. The unit discharges air through a 100mm or 125mm dia. spigot which for surface and semi-recessed mounted units exits at the rear of the unit. The subsidiary spigot kit allows the fan to extract air through the side of the fan via a 50mm dia. spigot. The motor is 24V brushless DC. Bearings are sealed, self-lubricating ball type with integral locked rotor protection. Units are supplied with a separate transformer enclosure if fans are required for SELV usage.

What’s involved?New fans will be installed in your kitchen and bathroom.

How long will it take?We will provide regular updates of our progress throughout the process, but it will take approximately one working day to complete.

Working hours 8am-5pm Monday-Friday in most cases.

What do I need to do?• Remove and safely store all ornaments, wall hanging objects and furniture underneath and

around the fans, so the area is free from restriction. • Arrange with your alarm company for any alarms or sensors, linked to the doors or rooms

being worked on, to be disconnected prior to work starting.

See the separate sheet titled ‘What I need to do’ which contains general guidance when preparing for any work in your home.



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Fan Replacement Process

STAGE

01 • You will receive a letter two weeks before for you to confirm a convenient appointment slot.

STAGE

02 • Installation of Nuaire Extractor Fan

STAGE

03 • We will visit your property to inspect the work as part of the completion and hand-over procedure.

No dust or allergens will be drawn into the home as the fineness of the filters is such that pollen and pollution is filtered out making the internal air quality of the home better than any air the resident will breathe in London. There may appear to be dust staining by the intake grill but this is actually caused by ionization of the air in the location of the vent, it isn’t dust. If the filters do become blocked then this will reduce airflow into the home, in effect it actually makes the filters finer, but this isn’t the desired situation as air flow is the main benefit.

The product is recognised as being beneficial to asthma suffers, amongst other things they lower the level of dust mites in the home.



Asbestos Survey

Why check for asbestos? Asbestos is a substance that becomes hazardous when it is airborne. Therefore before doing any work that could potentially disturb the substance and release the fibres into the air, we need to undertake a survey to establish if the property contains asbestos.

For more information please visit www.westminster.gov.uk/yourhousing/asbestos

What’s involved? First we will carry out a visual inspection of the property and the areas that will be affected by the works. Secondly we will take photographs of materials that may contain asbestos and the surveyor may take a sample for later analysis.

Making GoodAny damage caused during the works will be made good by Axis as part of the programme of works.

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Floor Plans

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A B

C D



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E

G

F



Window replacementsMarlow House and Taunton House will have new Smart windows installed to both the front and rear of their properties.

Front doorsAll Tenants and Leaseholders who opt in will have a new ‘secure by design’ front door fitted. You will get a choice on the colour of the door at survey stage. It is possible that you my need to have some pipework in the hallway of your flat diverted to allow this door to be installed. This will be identified during the survey stage.

Extractor fansElectrical extractor fans will be installed into both the kitchen and bathroom. These fans will be installed through the wall and NOT the new windows. The position of the new extractor fans will be confirmed at survey stage as the position of these fans have to follow approved planning conditions.

ProgrammeInternal works to Flats – 10 days. Not all works are required for all properties and consecutive access is preferred in order to minimise disruption to residents. We will discuss this with you as part of the pre-start survey. Please note that 10 days is the maximum time allowed for the works to your home.

General Guidearound the programme for the installation of windows and front doors

DAY

01• Builders work for new fan installation

Removal of internal reveals in preparation of window installation

DAY

02 • Window installation

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DAY

04

DAY

07

• Plumbing works to pipework at front door

• Extractor fan installation Boxing after fan installation

DAY

DAY

DAY

DAY

DAY

05

08

06

09

10

• Front door installation

• Decorations Replacement tiling

• Making good internal reveals

• Builders’ clean Axis snag

• Westminster City Council inspection

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DAY

03 • Window installation



External Works to Your Block

As well as carrying out works inside your flat we will also be carrying out further external works to your block, these include:• Installation of insulation to the soffits of the undercroft area including pram sheds• Drainage surveys• Making good• External tile repairs (Marlow only)• External decorations to all previously painted surfaces including Class O• Concrete and brick repairs• DOFF cleaning• Communal Lighting replacement• Replacement of communal doors (including bin stores)• Asphalt repairs to walkway balconies• Metal work repairs

We will notify you by letter, two weeks before works commence to the external areas of your home. These works do not require access to your property. All Axis operatives carry ID and will not require access to your home without a previously agreed appointment.

If you are in doubt please contact your Resident Liaison Officer.

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Code of conduct

At Axis we recognise that our work place is your home and along with yourself needs to be treated with the maximum of respect. It’s one of our values and something the code of conduct below is designed to enforce.

We know having someone work in your home can be disruptive, but if you experience a member of our staff not following this code of conduct, or if you have a suggestion to add to the code of conduct please let us know by emailing [email protected]. Don’t forget to provide your name, address and housing provider’s name, so we can help you.

Sarah Cooper, Senior Resident Liaison Officer

“

”Our commitment to you:In your home, we will...

• Wear identification badges and corporate clothing.

Do not allow any person into your home who is not wearing one of these badges. If you’re in doubt please telephone your Resident Liaison Officer.

• Explain the work and its purpose.

• Be polite and courteous at all times.

• Use dust sheets/floor protection and keep mess to a minimum.

• Clear trade waste away every evening and will not dump rubbish in or around your property.

• Always reconnect and test services and supplies, where safe, every night.

• Leave a ‘no access’ card if we call and you’re not in.

• Ensure your home is safe and secure at all times.

John SmithApprentice MasterID: AX00010Expires: 11/05/2011

Call 020 7564 2100 to confirm holders identity

Photograph

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In your home, we will...

• Visit your property to inspect the completed work with you.

• Survey your opinion of the service and home improvement you’ve received.

• Use your comments and survey to adapt and improve the way we work.

• Be available up to 12 months after the work is completed should any defect occur on the work we have undertaken.

On the phone, we will...

• Provide a resident liaison officer to answer any questions and concerns.

• Aim to return your call within 24 hours where practicable.

• Listen carefully to anything you have to say.

• Ensure all agreed actions are acted upon.

• Ensure messages are always passed onto the correct people to take action.

• Welcome your comments and suggestions and pass them on appropriately.

• Call or visit your home during the work.

• Call to ensure you are satisfied with the resolution of any outstanding action or complaint.

Aftercare, we will...

Axis does not tolerate racism, sexism or general misbehaviour. If you see it, report it and we will take immediate action.

• Not consume drugs or alcohol.

• Not smoke.

• Not use radios or personal stereos without your approval.

• Not make derogatory comments about you or your home.

• Not use your facilities without your approval.

• Respect any religious or ethnic requirements that you may have.

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Staying safeYour safety is of primary concern. This sheet highlights some potential hazards to avoid while we are working in your home. Please point these risks out to guests, keep animals away from the working area and supervise children at all times.

Watch your stepWe’ll do our best to keep the area we’re working in tidy, but be aware of potential trip hazards, be mindful of dust sheets, loose or rolled-up floor covering and stored materials or equipment.

Tools and EquipmentTo avoid serious injury, please do not touch or use any of the operatives’/workers’ machinery or equipment – this includes hand-held and electrical tools.

Keep out of the storage compoundOperatives may have a site compound for storage of equipment and materials near your home. This is a potentially hazardous area without the correct safety equipment and training. Please do not access this area.

Electrical workWhilst electrical work is being carried out, do not use any sockets unless you have spoken to the electrician or Resident Liaison Officer beforehand. Your electricity supply will be left working at the end of each day, possibly with restricted socket use.

Keep off scaffoldingA fall from scaffolding can be fatal. Please make sure that children understand the dangers of playing on or around the scaffolding, and do not attempt it. Please note, it is illegal and potentially dangerous for any unauthorised person to gain access or attach anything to the scaffolding for any reason.

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Out of Hours numberFor emergencies and Out of Hours assistance please contact Axis Out of Hours Team:

020 3697 1153



Frequentlyasked questionsQ Will the contractors clear up their mess as they go along?A We’ll clear up on a daily basis as we finish. Furthermore, all access areas will be kept clear.

Warning signs and barriers will be put in place especially if there are any health and safety hazards. This is to ensure the premises are left in a safe condition for all residents on a daily basis as the operatives complete their work.

Q How will you protect my home from excess dust when in-flat works take place? A We will take due care and attention when working in your home. Sheeting and dust covers

will be laid appropriately to ensure the works can proceed and that no excess dust and particles affect your property. If you have any precious ornaments or valuables, we would always suggest you put them away before work starts.

Q I need to pack up some of my belongings in preparation for the work but I can’t manage on my own. Can you help?

A If you can’t manage to pack up yourself because you are elderly or have a disability, and you have no family or friends who can help, we will arrange for someone to come and help you a few days before work starts. Please note that the contractor cannot be held responsible for any breakages, damage or loss during this assistance.

Q Will they use dustsheets?A Yes, but if you have any precious ornaments or valuables, we would always suggest you put

them away before work starts.

Q What are the times of working?A Westminster City Council working hours are as follow:

8am-5pm Monday to Friday 9am-1pm Saturdays (only with prior permission) No works will take place on Sundays or Bank Holidays Axis Hours of Working 8am-5pm Monday to Friday

Q Where will the contractors be located?A The main site office will be located opposite Newbury House.

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Q Will parking be affected?A Parking will be afected as we will be using a number of spaces for the site set up. Residents

will be made aware of works in advance of any parking restriction. However materials will be delivered throughout the works. Although the contractor will arrange deliveries to avoid busy times, there may be occasional minor disruption to the estate roads. A number of containers will be in place when we carry out the works to your block. Please note that these will not impact residents’ access to the block. We will let you know when the containers will be delivered and how long they will remain on site. Axis will provide a site plan of these in advance of the works.

Q Do I have to notify my insurers, even if there is no scaffolding near my flat?A We would advise that you notify your home contents insurers that major works are being

carried out to your block, even if there are no plans to erect scaffolding near your home.

Q When will the works end?A We will provide you with a programme of works and keep you updated on the

progress. You can also access a copy of this on the Westminster City Council website: www.westminster.gov.uk/yourhousing/w104

Q Will residents be invited to a walkabout when the works have ended?A Residents will be invited to a site walkabout once works have been completed and signed

off by Westminster City Council. This will allow us to pick up on any concerns that you may have about the works and to get them rectified before the contractor leaves the site.

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Considerate Constructors Scheme

We are enrolled in the Considerate Constructors Scheme with the aim of demonstrating and promoting the highest standards of considerate construction.

Considerate Constructors seek to improve the image of the construction industry by striving to promote and achieve best practice under the Code.

The Code of Considerate Practice outlines the scheme’s expectations and describes those areas that are considered fundamental:• Care about appearance – sites should look professional and well managed.• Respect the community – consider the impact on neighbours and the public.• Protect the environment – identifying, managing and promoting environmental issues.• Secure everyone’s safety – minimising risk and having systems that care for the safety of

the public and workforce.• Value their workforce – providing a supportive and caring environment where everyone is

respected, encouraged and treated fairly.

For more information visit their website www.ccscheme.org.uk

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Notes

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Notes

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Notes

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working together

Documents

Hallfield Estate - westminster.gov.uk