17-48 Melfield Gardens

HOME USER GUIDE 17-48 Melfield Gardens Lewisham, London, SE6 3AH

Contents: 1. Welcome to your new home

3 3 3 4 4 5 7

2. The Defect Period

a) What is a defect? b) What is not a defect? c) Reporting defects

d) When will my defect be repaired? e) Frequently asked questions?

3. About Melfield Gardens 4. About Your New Home

10 11 11 11 13 14 15 16 17 20 21 22 22 24 24 26 29 29 29 29 30 30 30 32 33 34 38 38 38 39 39 40 40 41 41 41 46

a) Passivhaus b) Electricity

c) Electrical Emergencies

d) Power Failure

e) Water

f) Water Emergencies

g) Heating h) Telephone i) Television j) Lighting

k) Smoke & Heat Detectors l) Sprinkler System and Fire Alarm

m) Kitchen Appliances

n) Condensation & Ventilation – Mechanical Ventilation and Heat Recovery System

o) Drying out

p) Redecorating & sustainability

q) Mould growth

r) Flooring

s) Sanitaryware t) Walls & Ceilings u) Door Entry System w) Disabled Refuge x) Doors & Windows v) Lift

5. Sustainability & Energy Efficiency

a) Water saving features b) Energy saving advice c) Recycling & waste d) Reuse & recycling centre

e) Large items f) Clinical Waste

6. Personal Transport a) Bicycle Storage

b) Motor Vehicle Parking

7. Appendices

2

1. Welcome to your new home

This guide has been produced by Phoenix Community Housing to help you become familiar with your new home. As well as covering the equipment and services provided, the guide begins by taking you through what will happen during the first 12 months, if you should have a problem with the property. During this time, the Building Contractor, Jerram Falkus Construction will be responsible for responding to any defects identified.

2. The Defect Period a) What is a defect?

A defect is any repair needed due to faulty materials/products or poor workmanship. The defects liability period for your home runs from 17 /03/2025 to 16 /03/2026.

Here are some examples of defects:

• Taps will not turn off/on • Insecure doors or windows • Blocked drains • Toilet will not flush • No electricity • No lights (not including bulbs) • No sockets working • Water penetration caused by a defect (this doesn’t include storm damage) • Dangerous/exposed electrical wiring or pipe work • Faulty fuse box (not tripped fuses)

• No heating or hot water • Burst pipes/leaking pipes • Faulty roof • Leaking appliances or sanitary ware (sinks, toilets & basins) • Loosing fitting taps/fittings

• MVHR / Extractor fans not working • Faulty intercom/door entry system

• Communal lighting faults (not faulty bulbs) • Faulty aerials to block or individual properties • Faulty locks on doors/windows

3

b) What is not a defect?

Here are some examples of what is not a defect:

• Cracked or broken glass • Accidental damage to woodwork • Vandalism • Misuse of product or appliances • Accidental damage • Replacement light bulbs • Condensation or damp caused by lack of ventilation – extractor fans not being used, MVHR not working. • Wear and tear • Deterioration caused by neglect or failure to carry out normal maintenance • Anything caused by alterations or extensions to a dwelling after practical completion – for example, residents altering property layout • Minor decorative cracks to exterior or interior brickwork and mortar – we’ll inspect any cracks at the end of the defect’s inspection • Colour or variation of wood or other materials

• Condensation damage caused by severe weather conditions • Any scratches, dents or marks not identified at handover • Damage to sanitaryware

c) Reporting defects

You can report a defect by calling Phoenix on 0800 0285 700. They’ll ask you a few questions to help them understand the nature of the defect and report it to Jerram Falkus Team on your behalf. Jerram Falkus will then contact you directly to arrange an appointment. If you are contacting us to report an emergency repair, please contact us by phone on 0800 0285 700 and press 1 for repairs to ensure we can respond as quickly as possible.

4

There are several ways for you to get in touch with us

My Phoenix Portal - You can contact us anytime, 24/7, via our resident portal. That includes booking repairs appointments through the portal.

Email - You can contact us at any time by email at info@phoenixch.org.uk So that we can best respond to your enquiry, please provide your full name and property address with any email correspondence.

Phone - Call us on: 0800 0285 700

d) When will my defect be repaired? For the first 12 months, Jerram Falkus will repair defects within the following timeframes:

An explanation of the priorities is shown below: Priority 1 – Emergency Defects

These are defects that could cause serious health, safety and security risks or major damage to homes. The contractor is required to respond immediately and to complete or make safe in 24 hours. It is an emergency if: • There is danger to life or limb • There is major damage to the property • The property is insecure - On ground and first floors where windows/door entry are accessible • There are serious floods or leaks - P lease report so that we can assess the impact on your home and agree the defect priority. • Leaks that effect your electrical supply • There is loss of heating and/or hot water - Please report so that we can assess the impact on your home and defect priority agreed.

5

• There is total loss of cold-water supply • There is a lift breakdown • There is a complete loss of electricity • There is no lighting throughout the property • There are exposed wires

• There are blocked drains or toilets where there is only one toilet . T o avoid unnecessary repairs for blocked sinks, basins, baths and showers etc. please do do use toilet to dispose of sanitary items and wipes, and do not use kitchen sinks to dispose of food waste. • There are dangerous ceilings, plasterwork and walls • There is a problem which could cause potential damage to other flats or the block Priority 2 – Urgent Repairs These are defects that cause immediate inconvenience or discomfort to the resident or an adjoining property. The contractor is required to complete work on all urgent defects within 3 working days. It is an urgent repair if: • Preventing immediate damage to the property • Dealing with any health and safety risk • Clearing blocked sinks, basins, baths and showers - see guidance above. • Rectifying leaking roofs, toilets, guttering, downpipes and drains • Repairs to collapsed ceiling and floors • Rectifying faults to front or back doors - Priority is given to those on the ground and first floors where windows/door entry are accessible. Priority 3 – Routine Defects These are defects that cause little or no immediate inconvenience or discomfort, may need parts to be ordered and can be dealt with together with other defects to reduce costs to the contractor. The contractor is required to complete work on all routine defects within 28 working days. Examples include: • Leaking gutters • Dripping overflow pipes • Redecoration following other defects works . Decoration is the resident's responsibility except where cause by any shrinkage/movement during the first year defect period • Heating and hot water minor faults • 6 Minor roof leaks not causing damag e to property or resident’s possessions • Slow draining sinks, basins and baths • Faults to kitchen units or cupboards

e) Frequently asked questions

We’ve put together some frequently asked questions. We hope you find these helpful.

1. What do I do if I have an emergency repair? (See Priority 1 above)

In an emergency, call 0800 0285 700. An emergency repair is needed if the health, safety or security of people is at immediate risk, or something has happened that can badly affect the structure of a building. We aim to complete emergency repairs within 24 hours. If we're unable to do this (for example, because we need to order a part), we will make your home safe and tell you when we will return to complete the work. After 17.00 we operate an out of hours emergency service.

In the event that Jerram Falkus are called out to a repair which is not considered a defect, the repair will be carried out and you will be recharged.

2. What are the resident’s responsibilities during the Defects Liability Period?

The resident’s responsibilities are to: • Report defects to Phoenix, not directly to the contractor • Provide access for work on defects to be completed • Read this guide and follow its instructions on how to operate equipment/appliances. (Ensure you don’t report user-error defects as you will be charged for the contractors visit) • Treat contractors and Phoenix staff with consideration • Contact us with any complaints or concerns

3. What if I am unable to keep any appointments?

Contact Phoenix on 0800 0285 700. They will contact Jerram Falkus who will arrange for another date for the contractor to attend.

7

4. What if I report a defect and the contractor doesn’t make an appointment with me?

Contact Phoenix on 0800 0285 700. They will contact Jerram Falkus for an update on why the repair work hasn’t been completed and update you. If Jerram Falkus are unable to attend, they will arrange for another contractor to attend.

5. What’s an End of Defects Inspection?

This is a very important visit as it’s the last chance to report any issues to the Phoenix. It’s done 12 months after handover from the contractor. After this visit the contractor won’t be responsible for any repairs. We suggest you check all hidden places for damp or leaks. List any item you think might be a defect, no matter how small, and report them to us at the End of Defects inspection. We’ll let you know what to do if you have any settlement cracks, and we’ll carry out a short survey on the service we’ve provided.

6. What if I am not available for the inspection?

We’ll make two attempts to try to book an appointment with you. You can arrange for a friend or family member to provide access in your place. If we’re unable to get access the contractor will no longer be responsible for rectifying any defects you may have.

7. What if I notice a defect after the inspection has taken place?

Following the end of defects inspection, the contractor will not accept responsibility for any new defects. Contact Phoenix Repairs Service (PRS), with any repairs, on 0800 0285700 or using the My Phoenix Portal or via email as described above.

8

8. How long will it take for any outstanding defects to be repaired after the end of defects inspection?

This would normally take about a month. The contractor may need to book more than one appointment if you have defects requiring different trades.

9. What are my responsibilities after the Defects Liability Period?

You are responsible for: • Repairing damaged caused by you, members of your household or your visitors, including broken glass, and replacing locks and lost keys • Replacing doorknobs, letter boxes and similar fixtures • Replacing broken toilet seats • Unblocking sinks, baths and toilets • Replacing sink plugs, bath plugs and chains • Replacing electrical plugs and fuses • Replacing light bulbs and fluorescent strips (except in shared areas like stairwells in blocks of flats) • Filling minor cracks in plaster • Testing smoke alarms in line manufacturers’ instructions • Replacing clothes lines (unless they are shared) • Doors, handles and hinges inside the property and cupboard catches • Fixtures or fittings you have provided, including extra security measures and alterations. • Keeping your home in a good decorative condition and not allowing it to become shabby through deliberate damage or neglect • Taking reasonable care of all specialist adaptation equipment

10. What are Phoenix Community Housing’s responsibilities after the Defect Liability Period?

Phoenix Community Housing will keep the structure and outside of your home in a reasonable state of repair and in proper working order. This includes: • Drains, gutters, outside pipes and the roof

9

• Outside walls, outside doors, window sills, window catches and window frames • Any painting and decorating needed to the outside walls, floors, ceilings door frames, front paths, steps or other access points we own • Parking area, landscaping and stores that are part of the property boundary walls and fences. Phoenix must keep any installations we have provided for supplying water and electricity, and for heating, hot water and sanitation in working order. These include: • Basins, sinks, baths, toilets, flushing systems and waste pipes, but not plugs, chains or toilet seats. • Electric wiring, including sockets and switches

3. About Melfield Gardens

17-48 Melfield Gardens development comprises of 32 affordable homes for older residents (over 55’s) and for up to eight students from Goldsmiths University. We have also created a communal garden room and outdoor area which is located near the ground floor entrance to the east block in which all residents can meet up and socialise. The local area has some great amenities including rail and bus links directly to central London and Beckenham Place Park is a just a short walk away. More details about local transport can be found in the separate Travel Information Pack.

10

4. About your new home

This section provides information about your new homes. If you have any questions, please contact your Phoenix housing officer.

a) Passivhaus Homes Your new home has been designed and constructed to meet the ‘Passivhaus’ standard. Passivhaus, or passive house in English, refers to buildings created to rigorous energy efficient design standards so that they maintain an almost constant temperature. Passivhaus buildings are designed to be simple and are so well constructed, insulated and ventilated that they retain heat from the sun and the activities of their occupants, requiring very little additional space heating which is normally the largest household energy user. Your new ‘Passivhaus’ home has a quiet, highly efficient mechanical ventilation system which runs continuously providing fresh filtered air to each room whilst removing humid from your kitchen and bathroom areas. You probably won’t hear or notice the mechanical ventilation system, there are no settings you will need to change, it will just work away in the background ensuring high air quality in all rooms at all times and of course, should you want to, you can open your windows to increase ventilation whenever you like. Well insulated and airtight Passivhaus buildings are not only good at keeping the heat in during the winter, they are also good at keeping the heat out during the summer. If it is an especially hot day, then closing your curtains or blinds during the day will help your home stay cool. The buildings also make use of solar panels installed on the roofs, which generate electricity used by the communal areas of the building (lighting, ventilation and lifts) and save you money through a lower service charge. b) Electricity The electricity supply to your home enters the building through the electrical intake room on the ground floor where your meter is. This room is not accessible to residents. On moving into your home, your electricity will be supplied by a company called Octopus Energy.

11

When you move into your home you will need to contact Octopus Energy, to register your details. Once registered you can discuss their range our electricity tariffs and choose which tariff suits you best.

Electricity Supplier: Octopus Energy Home Move Team / Account queries Tel. Emergencies/Power cut UKPN Tel

0808 164 1088 0800 028 0247

https://octopus.energy

Website

Once you have set up your account with Octopus Energy you are then free to switch to an alternative supplier, should you wish to.

Octopus Energy can also provide you with an In-Home Display (IHD) Smart Meter which you can use to take readings and monitor your electricity consumption and costs. Should you ever require access to the electricity meter in the intake room this will need to be arranged via Phoenix.

Octopus Energy In Home Display (IHD) Smart Meter will be one of these.

Further information on how to use your In-Home Display can be found using the link below; https://octopus.energy/blog/smart-meter-screen-user-guide/ Good to know • Your In-Home Display (IHD) is not your smart meter, it’s the little display unit that comes with your smart meter. • Instead of being attached to your smart meter, the IHD is a portable touch screen monitor you can keep on display somewhere more convenient. • Too many walls between your IHD and smart meter might mean they can’t

12

connect, so generally it’s best to keep them within 10 metres of each other. • You don’t need a smartphone or WiFi to use your IHD - it connects to your smart meter wirelessly through a secure protocol called Zigbee (a low power, low frequency radio network similar to Bluetooth). Like most energy providers, Octopus Energy offer different tariffs such as Standard variable, Fixed rates or Pre-Payment. If you wish to have a Pre Payment account you will first need to set up a standard account and then switch. Pre Payment enables you to buy electricity credit on the app or online when you need to top up. A pre payment account may make it easier to manage the cost of energy but it is not necessarily the cheapest way to buy electricity.

Advise on energy tariffs is available from:

Independent advice through Citizens Advice: www.citizensadvice.org.uk/consumer/energy/

Or

Visit the Phoenix Community Housing Energy Advice Café www.phoenixch.org.uk/energyadvicecafe2024events or call 0800 0285 700 for more information c) Electrical Emergencies The electric supply to your flat can be isolated at the consumer unit located in the hallway cupboard.

Electrical Consumer Unit – To isolate the electrical supply in your flat

13

d) Power Failure If your lights are not working, make sure there’s not been a power cut by checking if the streetlights are on. Change bulbs if necessary. If none of these are the case or the power sockets are not working, try these steps to restore power.

1. Access the consumer unit in the hall cupboard

Consumer unit

2. Open the consumer unit and check the MCB, miniature circuit breaker, (as shown on the photo below) are in the ‘ON’ position. Push the main switch to the ‘OFF’ position and then back up to the ‘ON’ position. Don’t force the switch into the ‘ON’ position if you feel resistance. The MCB switch is for switching off all power to appliances, lighting and sockets.

14

3. If one of the MCB switches trip again, unplug any appliances that are plugged into this circuit. Plug in each appliance again, one by one, until you find which appliance trips the circuit. Stop using the faulty appliance and get it checked by a qualified electrician.

4. If it is the property wiring that is at fault, or you are unable to restore power, you should contact the Phoenix on 0800 0285 700.

In the event of an electrical emergency or power cut, contact UK Power Networks (UKPN) by calling 0800 028 0247.

Gas Your building/home is not connected to a gas supply so you will not be able to install gas appliances. e) Water The water meter for your home is located in the Mechanical services riser cupboards located on each floor. These cupboards are not accessible to residents. Should you require access this will need to be arranged with Phoenix.

Water Meters located in the Mechanical services riser cupboard on each floor

When you move into your home you must set up an account with Thames Water so that you can be billed for the water you use. At the point of moving in you will be provided with a meter reading which you will need to pass on to Thames Water when

15

you set up your account. Please look out for a letter from Thames Water or visit www.thameswater.co.uk to register your account.

Future meter readings will be taken by a Thames Water engineer.

Thames Water have installed the Xylem Sensus 640MC smart water meter. The readings are transferred remotely to Thames Water; however, this information is also available via Thames Water and an app which can be used for meter readings. Further information can be found; (Appendix 11 – Getting Date from Thames Water meter guidance). reply@thameswater.co.uk; account no. f) Water Emergencies There is a stopcock in the Mechanical cupboard outside of your flat. Turn this clockwise to turn off the water in the event of an emergency.

Isolation Valve located by the hot water cylinder in the External Cupboard

16

g) Heating Heating is provided to your home by Dimplex electric panel heaters.

Electric Heater

The panel heaters have user controls with a seven-day programmable timer, seven time periods a day and five built-in pre-set modes that can be found on the top of the heating panel. Full instructions for controlling your Dimplex radiators are included with this pack. (Appendix 2 – Dimplex Radiators Operating Manual) Ease of control Alta Wi-Fi panel heaters have user controls with a seven-day programmable timer, seven time periods a day and five built-in pre-set modes. Built-in Wi-Fi makes Alta means users can control the comfort of their space remotely. Using the CapaConnect app, this electric panel heater can be controlled via a smartphone or tablet without the need for a separate hub or any add-on accessories. The CapaConnect app allows effortless control and management of multiple heaters independently using a single, user-friendly interface. Features include device security, personalised heating schedules, options to zone devices for precision control and manual override. Bathroom Towel Rail The electric bathroom towel rail heater has a control panel for turning on and off and adjusting the heat output. Instructions for controlling this are included with this pack. See Bathroom Panel Heater X-090539 ( Appendix 2 – Dimplex Towel Rail Control Switch). Please note, the bathroom panel is not wifi compatible so cannot be controlled with CapaConnect app.

17

Dimplex Towel Rail controls and Isolation Switch (Outside of the bathroom wall)

Hot Water Cylinders Hot water is stored in a cylinder and heated by an electric immersion heater. Residents can set the times at which hot water is heated by using the Secure Electronic 7+ programmer which can be found within your Electrical Services Cupboard in your property.

(Appendix 2 – OSO Hot Water Cylinder) (Appendix 2 - Secure (Horstmann) Electronic 7+ Immersion Heater Control)

18

Secure (Horstmann) Electronic 7+ Immersion Heater Control

Suggested tips: • The cylinder is well insulated to prevent heat loss so it will not need to be heated all the time to ensure you have hot water. Depending on your preferred tariff it may be cheaper to heat your water over night rather than during the daytime. • The cylinder can take up to two hours to fully heat from cold, however reheating time will depend on how much hot water is used at during the day. If your programmer is set to heat your cylinder of water up overnight you will start the day with a full cylinder of 60 o C water. If you run out of hot water you can use the boost function to heat your water for a short period. • The time has a booster button which will override the time and heat the tank for 1 or 2 hours for times when usage is outside of the normal.

Full instructions for using the cylinder and its time controller can be found in appendices 3 & 4 in this manual.

19

h) Telephone and Broadband Openreach have installed ‘Fibre to the Premises’ (FTTP) to each home. Within your flat there is a Openreach Optical Network Terminal (ONT)

Openreach Optical Network Terminal (ONT)

FTTP is also known as ‘Ultrafast Full Fibre’ (see link for further information https://www.openreach.com/fibre-broadband/fibre-first) To set up an account with your chosen telephone and broadband provider (for example BT, Sky, Talk Talk PlusNet or most other broadband providers) you will need to provide your address and the ONT serial number which is printed on a white label on the ONT within your flat.

If you wish to set up an account with BT call 0800 800 150 or follow the link: https://www.bt.com/about/contact-bt

Once your broadband service is set up you can extend the broadband wired connection to the living room and bedrooms. The numbers on the ethernet wall sockets in the rooms correspond with the numbered terminals on the patch panel located near the ONT. Before connecting anything, power off the router by unplugging it from the power source. This prevents any potential electrical issues and ensures safety. Once your service is set up and your router is installed you can connect ethernet cables from the router to the patch panel. This will activate the corresponding numbered terminal in the rooms. Once all connections are made, plug the router back into the power source and turn it on. Wait for the router to fully boot

20

up, which may take a few minutes. Connect a device such as a laptop to test the internet connectivity.

Appendix 10 Openreach ONT Modem Explained Appendix 10 Openreach ONT Lights Indicators

Virgin Media If you wish to subscribe to Virgin Media services you will need to call their customer services number on 03454541111 or place and order via the Virgin Media website Virgin Media | Broadband & Cable Deals - See What You Can Do. All Virgin Media cabling has been installed to each flat so it should be possible to set up the service without the need for a Virgin Media engineer to attend. If there are any issues with setup then you should ask Virgin Media to contact Phoenix. i) Television An integrated television and satellite system has been installed. You can receive terrestrial television and local FM radio. If you have a contract with a provider, you can receive satellite via channels Sky+ HD and satellite. There is a master television/satellite multiplate in the living room and same multiplate is provided in the bedroom.

SAT & HD Box Feeds / DAB Aerial Feed / Digital Freeview Feed / Data Point

21

j) Lighting You are responsible for the replacing all bulbs within the house. We recommend that you keep spare bulbs to avoid having to cope with sudden darkness. Another good idea is to keep a torch close to hand.

The light fittings and bulbs are as follows: Hall Deta V1280A Pendant (white)

Bayonette B22 lamp Bayonette B22 lamp

Store

Deta V1280A Pendant (white) Orlight ORL6009-HS-AW-9016 DB8 R999-4000K-55 (spotlight, white)

Kitchen

GU10 Spotlight

Living area Deta V1280A Pendant (white)

Bayonette B22 lamp

Bedroom Bathroom

Deta V1280A Pendant (white) Deta L1021WH (2D 14w LED)

Bayonette B22 lamp

14w Fixed LED

k) Smoke & Heat Detectors A mains electricity operated smoke/heat detector is fitted in the hallway and the kitchen of your home. The detector units are fitted with a back-up battery to ensure continuity of operation in the event of a power failure. When the battery is running low, an intermittent warning bleep will sound. Please make sure that the battery is replaced with a new one immediately. These detectors are protected under a 10-year guarantee. The internal back up batteries are lithium and will last 10 years. These detectors should be tested on a weekly basis; To test your smoke alarm, press the test/hush button on the unit for up to 10 seconds until the smoke alarm begins to sound. This tests the sensor, electronics and the sounder. The alarm will stop sounding when the button is released. Pressing the test/hush button simulates the effect of the smoke and/or heat and is therefore the best way to ensure the alarm is operating correctly.

Instructions for replacing the battery and testing can be found in Appendix 1 - Smoke, Heat Detectors testing and battery replacement.

Or

https://www.aico.co.uk/homeowner/articles/how-to-test-smoke-alarms/

22

Operation of Ei450 The Ei450 is used to control all the alarms in a system from one place. The control switch alarms on the same system as it is essential that you can tell which alarm has sounded. From then you can identify which danger is present and the action you should take. The Ei450 contains LEDs which clearly display which danger has activated the alarm – helping you to take the appropriate action as quickly as possible.

23

Ei1000G SmartLINK Gateway The Ei1000G SmartLINK Gateway works with other Aico Radio Frequency (RF) devices and can provide alerts when a connected alarm is triggered in the property. These are installed at high level in your hallway.

l) Sprinkler System and Fire Alarm Each flat is fitted with sprinkler system. The sprinkler heads are located in the ceiling in each room of the flat. The sprinkler system will be activated by the heat of a fire. m) Kitchen Appliances Your flat has a fitted electric oven, hob and extractor fan. User instructions and cleaning and maintenance information for these appliances are included within this pack. (See Appendix 4 Electric Oven Operating Instructions, Electric Induction Hob Operating instructions & Extractor Fan Operating instructions) There is a multi-panel switch for your fridge, extractor fan and dishwasher (where applicable) and a separate hob and oven switch. If your appliances are not working, please make sure that these are switched on before reporting a fault. The switches are located in the Kitchen.

Multi panel switch and individual oven and hob switches. All switches should be left on during normal use.

24

Washing Machine A space and plumbing connections have been provided for a standard sized washing machine to be installed. Dishwasher If you wish to have a dishwasher installed, please contact Phoenix to make arrangements as it will be necessary to remove a kitchen cupboard. A waste connection has been provided to the 4 bedroom apartments and Wheelchair Accessible Homes. Wheelchair Accessible Kitchens The worksurfaces to the hob and sink are adjustable. At the turn of a lever, you can raise or lower your worktop to a more suitable height using our rise and fall manual system. Please see the FlexiManual, 30-65XXX-6 User Manual

Below the oven is a pull forward shelf.

Within the wall unit cupboards there are Pull Down Basket Shelves, Two Tier Chrome Wire, Gas Spring Operated.

25

n) Ventilation – Mechanical Ventilation and Heat Recovery System – Avoiding condensation. Ventilation within your home is provided by the Zehnder Mechanical Ventilation and Heat Recovery (MVHR) unit which is located in the external cupboard outside of your home. The MVHR unit must be left running at all times. The MVHR provides fresh, filtered air to each room all of the time, even when the windows are shut. All the air in your home is replaced once every two hours meaning that you can be sure you have the best air quality. Clothes washing, cooking, showers, plants and humans all release moisture into the air. When steam or water vapor hits a cold surface, it causes condensation which can cause mould, musty smells, damp areas and damage to furniture and decoration. New properties are also susceptible to condensation and mould, however in your home the ventilation system removes the moisture. It’s good to minimise condensation by keeping your home well ventilated and using the boost and speed settings on your controller, for example turn the ventilation up if you are doing lots of cooking, washing or have guests to stay. MVHR is a continuous source of ventilation that extracts stale, moisture-laden air from a building and re-supplies fresh, filtered air back in, resulting in a comfortable and condensation free environment all year round. Because the unit recovers the heat from the exhaust air it will improve the energy efficiency of your home meaning lower heating costs. The energy saved in heating energy is over 15x the cost of running the small electric fans. The unit is energy efficient and produces very low levels of noise. If you can hear your ventilation system let the landlord know, as there could be a blocked filter or problem. Controlling the ventilation In normal use you can leave the ventilation alone and it will work in the background to control the moisture levels. However to help remove moisture quicker there are three ways that you can change the amount of ventilation to your home: 1. Temporary boost switches that set the ventilation rate to the highest setting while you are doing some intensive cooking, or having a shower.

26

2. Permanent speed switch that sets the ventilation rate to match the number of people living in the home. 3. Opening windows for emergency ventilation if you spill something smelly or are too hot. You also leave windows open overnight to keep you cool. Temporary boost. The righthand switch outside the bathroom and a similar switch in the kitchen are two boost switches for the ventilation. These override the controller and set the speed to the highest ventilation rate. They look like a light switch and should normally be off (top of switch pushed in like photo), but can be switched on temporarily during cooking or showering. Remember to switch them off!

Permanent speed setting. Press mode so the light shows ‘Auto’. Adjust the speed using the plus and minus buttons. Normally you can leave it in medium, so two lights are shown next to the fan symbol like the photo. If you live on your own then you can reduce the speed to one light showing. If the + and – buttons don’t work and lights show speed 3, check that the boost switches are off. The higher rate can be used to clear excess moisture in the air e.g. when cooking or after a hot bath or shower. The lower rate can be used when the home will be left unoccupied for extended periods of time e.g. when residents are on holiday. Your MVHR system has been fitted with a humidity sensor that will automatically increase the speed of the ventilation system when increased moisture is detected i.e. showering or bathing.

27

Zehnder ComfoAir Q350 Mechanical Ventilation and Heat Recovery Unit located in the outside plant cupboard.

Ventilation is supplied or extracted to each room through ceiling mounted terminals like this one – do not adjust or cover the vent

Ventilation is provided by ceiling vents in each room of the flat. These vents have been set to provide the right levels of air flow and should never be adjusted or covered over. The MVHR unit requires some basic maintenance which is detailed in the ventilation systems Operating Instructions. At a minimum it is recommended to remove and clean (with a vacuum cleaner) the ventilations system filters every 3 months. This will be completed by Phoenix Community Housing. (See Appendix 3 - Zehnder_CSY_ComfoAir-Q_User-INM_UK-en (1) - User Guide)

28

Other Useful tips to minimize condensation in your home include: • Dry clothes in the bathroom/WC and living room areas as these rooms have the highest extract ventilation rates. Don’t use airing cupboards to dry clothes. • Cover pots when cooking. • Keep the doors closed when cooking or bathing. This will stop moisture spreading in your home. • Allow space between your furniture and walls to increase air circulation. o) Drying Out Please note, building of new homes uses a significant amount of water. It can take over a year for the building structure to completely dry out. p) Redecorating The walls of your new home have been painted with a coating of contract emulsion to allow the drying out process to complete properly. After the end of the defects period, the walls may be painted or papered as desired. If you choose to wallpaper, please ensure that you use the correct sealant or adhesive. q) Mould Growth Mould growth normally indicates a moist atmosphere in your home, and you may need to increase heat or ventilation. If any mould occurs internally then please contact Phoenix on 0800 0285 700 r) Flooring The flooring in the bathroom is non-slip vinyl. Use products specifically designed for this type of flooring. You can clean these floors with warm water and a little mild detergent. The flooring in the kitchen is standard vinyl. You can clean these floors with warm water and a little mild detergent. Avoid the use of strong acids, alkalis and scouring agents. These will damage the surface and enable dirt build up more easily. The manufacturers recommend you don’t apply sealers to your floors. These coatings tend to discolour and require removal.

29

Do not drill or fix any item to the floor. You could drill through a water pipe, which may cause a leak.

s) Sanitaryware While the sanitaryware will withstand light or soft objects (toothbrushes, razors etc.) being dropped onto them, they will be cracked or broken by sharp objects such as tools, screwdrivers and heavy pots. Wheelchair Accessible Wetrooms The wash hand basin is on an adjustable bracket meaning the height of your wash hand basin can be altered to suit your needs. To adjust the height, lift the lever on the bracket and then release once at your preferred position. t) Walls and Ceilings All walls and ceilings consist of plasterboard attached to a metal frame. Please don’t hang heavy items from them without the appropriate fixing. We recommend you find a reputable tradesperson or the Phoenix handyperson service to hang items such as flat screen TVs. Always use the correct type of fixings to minimize damage to walls and ceiling. When drilling into any wall, be careful of electrical wiring. Wiring usually runs vertically above or below and electrical fitting but this may not always be the case. u) Building Entrance and Door Entry System There is an audio and visual entry system to the main front door and also individually to each of the ground floor wheelchair accessible properties. Resident and visitors for Flats 17-19, 36-38 will use the Pedestrian Gate opposite your front Entrance Door. The Flats numbered 17, 18, 36 and 37 will have a door entry intercom system. Residents and visitors for of Flats 20-35 and 39-48 Melfield Gardens will use the Main Building Entrance door and adjacent door entry panel. For more information about the Phoenix Handyperson Service go to www.phoenixch.org.uk/advice-support

30

You will be provided with 3 electronic fobs which can be swiped in-front of the entry system panel to release the door. You will need to use your fob to open internal lobby doors. You will also be given 3 flat front door keys.

Flats 17-19, 36-38 will also have access to the rear of their properties via an external gate. You will need to use your fob to open these gates.

Full instructions for the door entry system are included within this pack. See Appendix 7 – Door Entry Video Handset User Guide

The Building Door Entry Panel is linked to the Door Entry Handset located on the hallway of your property or next to the bed in the Wheelchair Accessible properties. If your Door Entry Handset rings and the bell symbol on the privacy button lights up green, then a call is being made to your phone. The display will show the camera view from the camera at the door calling you. Pick up the handset to answer the call. If you wish, you may then open the door by pressing the enter button to allow the caller to enter. Once a call is complete replace the handset to close the audio call.

Visitors and deliveries must be met at the Building Entrance.

31

v) Lift

Any lift fault or breakdown should be reported to Phoenix by calling 0800 0285 700 To call the lift: If the lift is already in operation the call button will be illuminated. You will need to wait for the light to go out before you can call the lift. Press the call button for the direction in which you wish to travel. When the lift arrives, step inside the car and away from the doors to clear the door sensor area to enable the doors to close. To operate the Lift: Once inside the car, press the button for your floor or the Ground floor dependent on which way you are travelling. The panel has buttons to hold the door open and close the doors. In case of emergency press the bell symbol at the top. This will activate an alarm device advising that passengers require assistance, and will activate a two-way communication system. THIS SHOULD BE PRESSED IN THE EVENT OF EMERGENCY ONLY. Lift Use in a Fire Emergency Evacuation lifts have been installed and may be used to help you evacuate the building in an emergency. The lifts will continue to operate unless smoke has been detected in any adjacent lobbies. On detection the lift will go out of action and return

32

to the ground floor. During an emergency, a fire alarm signal is received, and an authorised person may activate the evacuation mode on the lift to assist anyone waiting at the disabled refuge points. NOTE: The lifts will discharge at first floor when smoke is detected at ground floor lift lobby. w) Disabled Refuge Point Should the lifts be out of action there is a disabled refuge point opposite the lifts. These points are for those who are unable to leave via the stairs, such as those with mobility or cognitive differences. Should you find yourself in this situation then push the call button and wait for the first responder. Please note the response to this call may be protracted. Therefore, should conditions at the refuge point deteriorate you should make your way into the stair enclosure and wait on the landing.

33

x) Flat Doors and Windows (Appendix 8) Patio Door : To lock the door, lift the handle and turn the key. Keys for your windows will be left in the property.

1. Downward (6 o’clock); the door is fully closed and can be locked off.

34

2. Horizontal (2 o’clock); after unlocking, the handle can be rotated to the horizontal position, and the door opens and can be restricted in a held open position to provide fresh air ventilation.

3. Upwards (3 o’clock); after unlocking the handle can be rotated to the vertical position and the window can be fully opened. The fully open position should only apply when cleaning the external glass to the windows.

Windows: Opening windows are provided with handles which can be locked off for security & safety. The handle has 3 positions.

1. Downward (6 o’clock); the window is fully closed and can be locked off.

35

2. Horizontal (9 o’clock); after unlocking, the handle can be rotated to the horizontal position, and the window opens and “tilts” inward to provide fresh air ventilation.

36

3. Upwards (12 o’clock); after unlocking the handle can be rotated to the vertical position and the window can be fully opened. The fully open position should only apply when cleaning the external glass to the windows.

4. For Safety the windows should be kept locked in the tilt position and should only be fully opened for cleaning, once the windows have been cleaned, they should be immediately locked back into the tilt position. To fully open the window for cleaning you will need to release the safety restrictor using the allen key provided. For safety and security window restrictors should be replaced and locked with the allen key after cleaning.

37

5. Sustainability and Energy Efficiency

Sustainability Sustainability is measured against nine categories: • Energy & C02 emissions • Water • Materials • Surface water run-off • Waste • Pollution • Health and wellbeing • Management • Ecology

a) Water Saving Features Your home is fitted with water saving devices, these include: • Flow restrictors to basins • Hand wash basin taps with flow restrictors and aerators

b) Energy Saving Advice These tips will help you reduce your energy use, C02 and running costs: • Keep your home warm all winter rather than switching it on and off. This is the most efficient approach in a Passivhaus. • Turning down the heating thermostat by one degree Celsius can save up to 10% of heating costs. • Avoid placing furniture in front of radiators or heaters, this will stop heat from circulating around the room. • Always turn off the lights when you leave the room. Adjust your curtains or blinds to allow as much light as possible throughout the day. • To save energy, avoid leaving appliances on standby and remember not to leave them on charge unnecessarily – check the operation manual to make sure this will not reset the appliances’ memory. • Wait until you have a full load to use the washing machine. • Don’t leave your fridge door open for longer than necessary and allow hot food to cool before putting it in the fridge.

38

• Defrost your fridge regularly to keep it running efficiently. • Use a low temperature programme on your dishwasher and wait until you have a full load before turning it on. • Choose the right size pots and pans for the food you are cooking and the cooker and keep the lid on when cooking. • When using a kettle, only heat the amount of water you need. If you are using an electric kettle, make sure that the water covers the element. • Turn off taps after use and let us know if you have a dripping tap. In just one day, a dripping hot tap can waste energy and waste enough water to fill a bath. c) Recycling and Waste There are 3 recycling and 3 residual bins located in the bin stores. The bin stores can be accessed with your fobs. The items listed below can be recycled, these items must be clean and empty. Please do not place recycling in black refuge sacks. All other items should be placed in the refuse bin. All items must be clean and empty - Metal tins and cans - Aluminium and steel food and drink cans, biscuit tins or lids - Tin and aluminium foil, kitchen foil and metal takeaway containers - Aerosol cans, cleaning products and deodorants - Plastic food containers, including margarine tubs, yoghurt pots, fruit and vegetable punnets, ready meal food trays, ice cream containers - Plastic bottles, shampoo and toiletry bottles, cleaning product bottles - Food and beverage cartons including juice, soup cartons (Tetrapak etc) - Any type of glass bottle or jar, no broken glass or lightbulbs - All types of paper and cardboard, except laminated or waxed paper, wallpaper or toilet and tissue paper. d) Reuse and Recycling Centre You can use Lewisham’s reuse and recycling centre at Landmann Way to dispose of bulky items or garden waste. The centre is only available to Lewisham residents, and you will need to show original ID to prove your identity and address. Further information and details of opening hours, which vary throughout the year, are available on the council’s website www.lewisham.gov.uk

39

Civic Amenities Site Landmann Way London SE14 5RS

e) Large Items If you are unable to take large items to the reuse and recycling centre, the council provides a large item collection service. There is a charge for this service and collections must be booked through the council’s website www.lewisham.gov.uk f) Clinical Waste The council can also collect clinical waste if they receive a referral from your GP, nurse or healthcare practitioner. Please contact your GP or call the district nurse team on 020 8314 7777.

40

6. Parking at Melfield Gardens

a) Bicycles There is limited car or motor vehicle parking provided at Melfield Gardens, however ample cycle storage has been provided inside the cycle stores which are on the ground floor of each building adjacent to the main entrance door. The Cycle Storage is to a Secured by Design standard in that it offers 2 separate places for each cycle to be attached to the rack however you will need to provide your own cycle locks. It is recommended that you use Secure by Design approved Cycle locks.

For more information on Bicycle security please visit:

https://www.securedbydesign.com/guidance/crime-prevention-advice/bike security

b) Motor Vehicle ParkingBlacklands Road is not subject to any parking restrictions. Melfield Gardens is a private road, subject to parking conditions at all times. These are limited to residential permit holders only. Public car parking is available at Beckenham Place Car Park to the south of the site which provides car parking for up to 108 cars, with six disabled bays and four electric charging points. Parking charges are emissions-based with five bands and two fuel types. Electric vehicles are subject to a flat hourly fee. See https://beckenhamplacepark.com/news/new-car-parking-tariff-system for more details. RESIDENTS PARKING DESIGNATIONS AND MANAGEMENT • Drivers will be informed through on-street signage that parking is only permitted for residential permit holders using designated parking bays at all times, along with penalties for infringement. • Charges and penalties will be kept under review by the Phoenix management to ensure sufficient enforcement and controls are in place so that the site can operate without impact on the surrounding public highways or the operation • Parking wardens will visit the site throughout each day.

41

of the site for residents and their visitors. Visitor displaying temporary permits will be permitted to park in designated parking bays

The car park layout is shown in Figure 3.1.

Figure 3.1 - Parking layout

• There is provision for 18 car parking spaces to accommodate demand from the retained terraced housing on Melfield Gardens and Millcroft House. Four disabled persons bays are provided. Disabled bays are clearly demarcated located to the north and south of the west block, close to ground floor units.

42