Practical information for residents

We have compiled a list of topics that residents living in Charter Quay regularly seek advice on. Should you require information an any topic not listed please contact concierge on 020 8547 1052 or email concierge@charterquay.net

Physical changes to you apartment
Any physical changes to the structure of your apartment, including the replacement of water pipes, heating systems and electrical circuits must be approved by the landlord prior to the works commencing. All works must comply with the latest building regulations set by the government and enforced by the local authority.



Balconies
The lease for your apartment or townhouse limits the items that you are allowed to place on your balconies to garden furniture and planting. Nothing else is permitted: in particular, washing may not be hung on balconies or in the window areas inside apartments. Barbecues are a fire risk and are prohibited on balconies. Please remember to keep noise to a minimum to avoid disturbing other residents.


Barbecues
With the exception of private terraces, barbecues are not allowed on the site for safety reasons. They are not allowed on private balconies or in communal gardens or roof terraces.


Bicycles
Cages for the storage of bicycles are located in the basement car parks. Bicycles are not permitted in any other parts of buildings.

The bicycle cages are protected by locks which operate with the key fob from your apartment. It is also advisable to fit locks to your cycle and to attach a label with your flat number.

Cycles are often left behind when people move away from Charter Quay and culls to remove discarded bicycles take place from time to time – please watch out for these and ensure that your bicycle is labelled when asked to do so.


Boilers and water
There are valves on most water pipes which enable the supply to be turned off to taps and appliances (they may have a small handle or operate with a screwdriver).

To reduce the risk of flooding you are advised to carry out regular checks of your equipment. Toilet cisterns should be examined for cracks, leaks and overflowing (you may be liable for damage caused to other properties).

Water is pumped into buildings from onsite plant – there are no large tanks on the roof. However, cuts in the electricity supply, which is very rare, will affect the water pumps resulting in no water reaching your apartment for a short period.

If your apartment has the original boiler and Gledhill hot water tank, the header tank (on top of the main hot water tank) should be kept approximately half full. It can be topped up with water from the cold tap. The pressure gauge (on the water inlet at the bottom of the tank) should read approximately 1 psi; the pressure may be increased by opening the water inlet valve. There may also be a supplementary electric immersion heater fitted to the hot water tank; this normally has a manual illuminated switch on the wall. Gledhill water tank ››


Changing boilers and landlords permissions
Leaseholders are reminded you are not allowed to change a boiler without obtaining landlords permissions under the terms of your lease. This is to allow the managing agent to check your proposals and for us to be able to produce a document confirming permission to change has been granted. You may well need this document when you come to sell your flat to prove to the prospective purchaser permission was granted. 

For the vast bulk of you who are shareholders in CQRA Ltd there will normally be no charge unless the managing agent needs to take additional professional advice. For the non shareholders they will be charged at a commercial rate.


Broadband
Please see: Telephone and broadband services.


Business centre
An office is located next to the Gym which is available for residents to use for meetings or business activities. It has a computer and industrial scanner/photocopier. It may be booked through the Concierge but the room is available for walk-in use if it is free.


Carbon monoxide alarm
You are strongly advised to fit a carbon monoxide detector in the room where your gas boiler is located. Where the boiler flue passes through other rooms, it is also advisable to fit additional detectors in these rooms.


Concierge
The Concierge desk in Garricks House is staffed continuously, 24 hours every day of the year including Christmas day.

Telephone 020 8547 1052
Email concierge@charterquay.net

Please let the Concierge have the names and contact details for all the people living in your apartment and let them know if you are moving in or out.

The Concierge will be pleased to help with advice, contacts and practical information about living at Charter Quay. Problems should be reported to the Concierge team, by telephone or by using the feedback area of this website.


Door to door sales and canvassing
Residents should not be disturbed by door to door sales staff or canvassers. If you ever receive such a knock on the door, please notify the Concierge immediately and the individual will be escorted from the property.


Electric circuits
The electrical supply in your apartment is protected by circuit breakers (rather than fuses) which are located in the consumer unit which is likely to be in a hallway cupboard. In addition to circuit breakers for each of the electrical circuits in your property, this box contains the mains cut-off switch for your property. There are other controls located in utility cupboards around the site which can be accessed by the Concierge.


Entry phone
The Concierge will arrange for the front door entry phone to be set up for your apartment. This work will be carried out by Anchor Doors (020 7582 6598) for a one-off fee of £25.00+VAT. For security reasons, the Concierge will have to send a confirmation email to the company.

The system connects the front door panel with a telephone of your choice. Visitors use the panel to key in your apartment number; this enables you to speak to them and to open the door by using the hash key (#) on your telephone.


Fire alarms
All buildings in the Charter Quay development are protected by sophisticated fire detection and prevention systems that are regularly tested. Each apartment is also protected by fire resistant doors. If smoke is detected in the corridors or other communal areas, alarms will notify the Concierge who will investigate and call the fire brigade if necessary. Automatic smoke extraction fans will also be triggered - in some corridors you may see the doors to the ducts open.

If there is a fire in a communal area it is recommended that you remain in your apartment. It is only in extreme conditions that the building need to be evacuated. If you should need to leave the building, remember that the lifts will not work and only the stairs should be used.

Please note that the incidence of a fire is one of the few situations when your apartment would be entered without your permission being required. Entry may need to be forced if the Concierge do not have keys to your flat.

Within each apartment there is a separate circuit for your local fire alarm (which is normally located in the hallway) in your electrical consumer unit. The alarm is mains powered with a battery backup. When the battery is dying the alarm will beep about once a minute, and some alarms also flash. Please replace the battery.  Replacement batteries can be bought in most stores and are simple to fit. The Concierge staff will be pleased to help if required.


Gym
The Gym in located in the basement of Garricks House and is open 24 hours. A range of equipment is provided which is regularly maintained, but please report any problems to the Concierge. Please note that the gym is unsupervised and all persons under 18 years of age should be supervised by an adult.


Holidays
If you are likely to be away for an extended period, please let the Concierge know. It is helpful to provide a local contact who can deal with any problems. You are advised to turn off the water in your apartment before leaving (the stop tap is usually in the boiler cupboard).  If anyone else is likely to be using your flat whilst you are away, please let the Concierge know and arrange for your guests to let staff know when they arrive and leave.


Insurance
HML Andertons is instructed to place Building Insurance on behalf of CQRA Ltd in accordance with the Terms contained within the Lease. Building Insurance covers damage to the fabric of the building, including the structure of individual flats, and their individual fitted bathrooms and kitchens where an insured peril is met.

An excess is applied to any claim made. This excess varies depending upon the type of insurance claim. The current position, in the case of an escape of water, for example, is that the owner of the flat from which the leak originated should meet the cost of any excess. This is not a matter with which CQRA Ltd nor HML Andertons will involve themselves. The current escape of water excess is £500.00. This level of excess is subject to change upon renewal of the building insurance policy.

Should there be any damage to the Contents contained within the flat the Building Insurance Policy will not cover the cost of the repair or the replacement of these items. It is necessary for any Resident to arrange their own Contents cover independently.


Keys
Spare keys may be held by the Concierge on your behalf. This allows family members, guests, contractors or delivery companies to be given access to your apartment. It also helps to deal with emergencies, such as when you have lost your keys. Visitors will be asked to provide identity, and access must be arranged in advance. This arrangement would also allow you to instruct the Concierge team to enter your apartment to deal with emergencies, which could also help to avoid the need for forced entry and the associated repair bills.


Key fobs
These are individually programmed for your property. They provide vehicular access (via the touch pads at the entry barrier and near the garage entrances), access to your apartment or townhouse (from the garage and the entrance to your building or section) and entry to the Reception area in Garricks House (for access to the Gym and Business Centre). The bicycle storage areas are also controlled by key fobs. Remote controls, for use in vehicles, are also available. Additional key fobs may be obtained through the Concierge.

To maintain the security of the site, we operate a schedule to reprogramme and update key fobs. Please call into the Concierge when this needs to be carried out.


Moving in (and out)
Please let the Concierge team know the dates and times for your arrival (or departure), and for your removal company and other deliveries. This will help with arranging access to the building and identifying any practical issues, such as scheduled lift maintenance, the handling of bulky items or site restrictions.

Moving in checklist
Please let the Concierge have the following information:

  • Your name

  • Date you will be moving in

  • Apartment number and house name

  • Contact telephone number(s)

  • Email address

  • Emergency contacts and names of those allowed to access your apartment

  • Names and details of any contractors you have scheduled

  • Details of the removal vehicles (number and type)


Noise and disturbance
Living at Charter Quay should entitle all residents to the quiet enjoyment of your property. Please be considerate towards your neighbours and keep noise to a minimum. Indoors, please play music, radios and televisions at a moderate volume. Outdoors, please avoid creating noise on balconies and terraces. Noisy works (use of heavy or electric equipment such as hammers and electric drills) are permitted only between 8am and 6pm, Monday to Saturday. Please remember that no noise at all is permitted between 11pm and 7am.

If you are disturbed by noise from neighbours, please report this to the Concierge. In most cases, a conversation will resolve the situation. An escalation procedure is in place to deal with continuing or prolonged disturbances and anti-social behaviour.

We are in regular contact with the police and the Council and it is important to report all incidents of noise and anti-social behaviour for our records. If you are disturbed, please ring the Concierge immediately or log the incident on the website.


Parking
Please ensure that you use the correct parking space in the underground car parks – this may not have the same number as your apartment. Please ensure that the Concierge have your car registration number and mobile phone number.

To help with parking for visitors and contractors, the Concierge operate a system which makes use of vacant parking spaces. If you are expecting visitors or contractors, the concierge are normally able to locate a vacant space. If you are planning to be off-site, please let the concierge know if your space can be used by visitors while you are away.

The nearest car park is the Rose Car Park – a two-minute walk from Charter Quay.

Please do not leave your vehicle anywhere on site other than in your parking space – please keep the service road and entrances clear.


Pets
Residents are not allowed to have pets in their flat without the specific permission of the landlord. Owners wishing the have a pet must apply for permission via the Concierge. Any approved pet must be kept within their owner’s apartment and not allowed to roam round the site. They should not be allowed in communal areas (such as hallways, gardens and terraces) at any time without the owner also being present. Please ensure that pets do not disturb other residents or foul any parts of the development. Permits may be revoked if pets create a nuisance.

Please note: Rental tenants are not permitted to keep pets.


Post and packages
Packages, parcels and special items (such as recorded post) are delivered to the Concierge. You will be notified (via a slip in your post box) when there are items for you to collect.


Refuse
Separate recycling bins are provided for food waste, paper, cardboard, glass bottles, plastic bottles and cans. The refuse stores also have separate landfill bins for non-recyclable waste. Bins are normally emptied on Thursdays. An additional landfill collection takes place on Mondays.

Please ensure that landfill waste is placed in plastic bags, and that recyclables are placed in the correct bins (please do not use plastic bags for recyclables). Large boxes should be folded flat. Food waste containers and plastic sacks are available from the Concierge, who will also arrange special collections for large items (for which there may be a cost – information about the Council collection service). It is usually cheaper to arrange for delivery firms to remove old furniture and appliances at the same time as new items are delivered.


Repairs and refurbishments
If you are planning any refurbishments, repairs, redecoration or other works to your apartment, please ensure that these are discussed with the Concierge Manager before arrangements are made with contractors. There are limits on permitted hours of work, and the landlord’s approval may be necessary for certain works.

Any physical changes to the structure of your apartment, including the replacement of water pipes, heating systems and electrical circuits must be approved by the landlord prior to the works commencing. All works must comply with the latest building regulations set by the government and enforced by the local authority.


Roof terraces and communal garden
The roof terraces on Garricks House and Ravens House, and the Garricks House communal garden, are available for use by all residents. The planting is maintained by our gardening contractors and these areas are provided with tables and seating.

Please be considerate towards other residents: keep noise to a minimum, return furniture to its original positions, and do not leave any litter behind. A reminder that these areas are not provided for parties, children’s playgrounds or pets. You should also be aware of the wildlife on the terraces: birds’ nests, ducklings and bats!


Security
The site has been designed with a number of features to make it secure. Please take care to make sure that doors are shut when entering or leaving the buildings or using the garage. To maintain the site’s security, do not allow anyone to enter who you do not recognise – refer them to the Concierge. Tell the Concierge straight away if you are ‘tailgated’ into to a building or garage.


Stopcocks and mains switches
We recommend that you check the location of the gas, electricity and water controls within your apartment. These are likely to be in the airing cupboard or a hall cupboard. There are additional controls and meters in the communal areas. Please talk to the Concierge team if you wish to gain access to these cupboards in order to take meter readings.


Telephone and broadband services
Connections to the standard telephone network (through BT or another provider) are provided in each apartment. In some cases, a network has been installed which provides two connections in each room; these use RJ45 connectors rather than standard telephone sockets. You will need to purchase adaptors to connect standard telephones (search online for ‘telephone to RJ45 adaptor’).

Every apartment in Charter Quay has access to a 1Gb broadband service supplied by Hyperoptic. You are of course free to choose an alternative supplier using the older (BT) cabled network. However, some parts of the site are heavily restricted on the speeds available through this system. We therefore recommend that you thoroughly research any alternative installations in advance before signing up.
More broadband information.


Television aerial
A communal aerial systems provides radio and TV signals, including Sky (but not Sky+). If you experience problems with the signal, please check other aerial outlets in your apartment (and the aerial distribution board of you have one – normally located in a hall cupboard). If the problems persist, please contact the Concierge. Communal aerials, including a satellite dish, are located on the roof. The installation of private satellite dishes is not permitted.


Water and boilers
There are valves on most water pipes which enable the supply to be turned off to taps and appliances (they may have a small handle or operate with a screwdriver).

To reduce the risk of flooding you are advised to carry out regular checks of your equipment. Toilet cisterns should be examined for cracks, leaks and overflowing (you may be liable for damage caused to other properties).

Water is pumped into buildings from onsite plant – there are no large tanks on the roof. However, cuts in the electricity supply, which is very rare, will affect the water pumps resulting in no water reaching your apartment for a short period.

If your apartment has the original boiler and Gledhill hot water tank, the header tank (on top of the main hot water tank) should be kept approximately half full. It can be topped up with water from the cold tap. The pressure gauge (on the water inlet at the bottom of the tank) should read approximately 1 psi; the pressure may be increased by opening the water inlet valve. There may also be a supplementary electric immersion heater fitted to the hot water tank; this normally has a manual illuminated switch on the wall. Gledhill water tank ››

Changing boilers and landlords permissions
Leaseholders are reminded you are not allowed to change a boiler without obtaining landlords permissions under the terms of your lease. This is to allow the managing agent to check your proposals and for us to be able to produce a document confirming permission to change has been granted. You may well need this document when you come to sell your flat to prove to the prospective purchaser permission was granted. 

For the vast bulk of you who are shareholders in CQRA Ltd there will normally be no charge unless the managing agent needs to take additional professional advice. For the non shareholders they will be charged at a commercial rate.

All works must comply with the latest building regulations set by the government and enforced by the local authority.


Water leaks
Water leaks within an apartment result in the largest number of insurance claims on site. It is very important that leaseholders and tenants check for any sign of water damage and if found report it to concierge immediately.

Whilst Charter Quay suffers from fewer leaks than many other sites, we take this very seriously and expect all owners to assist in helping to resolve any issues promptly. Below are the two most common causes of leaks.

Overflow of toilet cisterns
Many of the original toilets have a complex overflow system where the water runs through long tracts of pipe, eventually discharging into a central drain in the main utility cupboard. If these tracts of pipe are cracked, and some are, it will cause problems for yourself and other residents.

  • Check your toilet cistern to see if your cisterns are overflowing. You might hear the cistern constantly filling. If your cistern is overflowing please do not let it continue, the damage and inconvenience could be substantial and you could be liable.
     
  • If you suspect your cistern is overflowing lift off the top of the cistern and check if the water level is too high. There should be a mark on the inside of the cistern to indicate the correct level. The float valve can be adjusted to alter the water level and it might be that a washer has to be replaced. If you cannot deal with this problem yourself please contact the concierge desk on 020 8547 1052 who will be happy to assist you and recommend a suitable plumber if additional work is required.
     
  • Long term fix - all modern toilets now overflow into themselves, bypassing the old overflow pipes. As toilets are gradually replaced or upgraded, the problem will eventually go away. But until then please keep an eye on your cistern.

Water connections to kitchen appliances
Water leaks from flexible pipes connecting to kitchen appliances are the second most common reason for leaks at Charter Quay. In most cases the problem is easily resolved by tightening the fitting or replacing a washer.

Check fridges and large coffee machines too: Please check your water connections to dishwashers and washing machines. Remember that some fridges and larger coffee machines also have a permanent supply and should be checked.

Do you need help?
If you're not able to check any of the above, contact concierge on 020 8547 1052. They will be happy to assist you with the checks and recommend a suitable plumber if additional work is required.