Policies & Procedures
Ollie Group
Standard Repair Works - 20 Working Days
Priority A - within 4 Hours
Priority B - within 3-7 Working Days
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RMS
Standard Repair Works - 20 Days
Emergency - within 24 Hours
Out of Hours - within 4 Hours
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It is important that you always make note of your job reference number for future ref and tracking purposes.
Death Notification
When the tenant passes away, we are to be notified as soon as possible and have a copy of their death certificate to end their tenancy.
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Without this we will not be able to close the tenancy and the account will continue to accrue rent arrears.
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If you have not already informed us of the main tenant who has passed away please let us know immediately. No one eligible to take over a property legally without bringing it to our attention to follow the necessary procedures to support this.
PETS
As stated in your tenancy agreement you are to seek the Council's permission in writing before you keep large domestic pets in your property like cats and dogs.
If you are interested in getting a pet, please write a letter requesting to have a pet, and submit it to the CTR Triangle TMO Office on 17 Hermit Road, E16 4HP
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If you are found to have pets without written permission from the Council, you will be asked to have them removed immediately.
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If we give you permission and we receive complaints about your pets causing noise nuisance, they are found fouling in the communal areas are a threat to your neighbours, we will instruct you to remove the pets from your property.
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We will take account of the type of pet you have and the type of property you live in when considering whether to give you permission. We will not unreasonably withhold permission but will not give permission for any breed or types of dog which are classed as dangerous in the Dangerous Dogs Act 1991 (as amended from time to time). We will also refuse to give permission for any animal listed in the schedule to the Dangerous Wild Animals Act 1976.
Noise Nuisance
The CTR TMO is committed to resolving noise nuisance for our tenants. If you are experiencing noise nuisance from your neighbours, you can report it to us and we will take action to help resolve the issue. We offer a wide range of services to help reduce noise nuisance, such as mediation and advice on how to deal with the issue.
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FIRE SAFETY
According to the the Fire Safety Policy for Newham Council and our obligation as your Housing Provider, everyone is to adhere to the following instructions for the safety of yourselves and others.
Please see below extract from the London Borough of Newham Fire Safety Policy:
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1.1.1. Balconies
The most common cause of fires on balconies are arson, careless disposal of smoking materials or the misuse of barbeques. Fires on balconies can be severe, spread to balconies or flats above via open windows or to properties below from dropping burning materials.
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Good house keeping is critical in reducing the risk from fires on balconies. This includes controlling the presence of combustible materials and ignition sources:
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Barbeques must not be used on balconies
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Discarded cigarettes must not be thrown over balconies
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Hazardous substances such as chemicals or flammable materials such as petrol or gas cylinders must not be stored on balconies
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Old furniture must not be stored on balconies
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Motorcycles, mowers or gardening equipment containing petrol must not be stored on balconies
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Do not charge mobility scooters, batteries or other electrical equipment on balconies
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Do not keep sheds or storage cabinets on balconies
London Borough of Newham will ensure continued compliance with this policy
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1.1.2.Common areas
The ignition of combustible material within the common corridors, stairways and landings will give rise to the presence of smoke in escape routes and the possibility of fire-spread into flats. Even if combustible material is present in a room separated from escape route there is still a danger that any resultant fire could eventually threaten the escape of occupants of flats.
Indeed, many such rooms have a higher probability of fire inception (i.e. electrical switch rooms). These rooms of high fire risk and all common parts will be inspected regularly and maintained as clear from combustible items at all times. Any items discovered will be removed. London Borough of Newham will communicate with their residents regularly regarding this policy.
