Home User Guides – Rented Communal – Orchard Close

Home User Guides – Rented Communal – Orchard Close

Last Updated 01/10/2024.

1. Welcome to your new home

 

settle in partnership with RJ O’Neill would like to welcome you into your new home.

We are delighted you have chosen to live in one of settle’s homes and want you to have a happy experience when you move in.

To help you settle into your home, we have written the following information as a guide, which we hope you will find useful.

This guide contains important information on health and safety issues, in addition to general guidance on your new home. Please read and follow this guidance. We would suggest keeping this document to refer back to as and when required.

We hope you enjoy living in your new home.

1.1 Moving in checklist

 

  • Inform your bank / building society, credit card companies, Pensions and Investment providers, and store card providers of your change of address.
  • Inform your car insurance company, life insurance and medical / health insurance companies of your change of address.
  • Arrange contents insurance for your new home, we would recommend that you include glazing cover as damage to glazing is not covered.
  • Inform benefit providers, your old and new council tax office, the DVLA – Car registration and Licence office, and the Electoral Commission.
  • Arrange for Gas, Electricity and water meters to be read for your new home.
  • Ensure your previous utility suppliers are aware you have moved.
  • Inform your phone/mobile Telephone Company, Internet service provider, Satellite TV Company, TV Licensing Department and Car Breakdown Services provider of your change of address and connect with any new providers.
  • Set up a Royal Mail redirection service to your new address.
  • Register with a local Doctor and Dentist.

2. Reporting Defects and Repairs and Emergency Repairs/Defects

  • Radiator not working once fuse checked and no fault codes being displayed
  • No hot water from the Solar iBoost System or override Boost function on the immersion
  • Faulty windows and doors not closing properly and a security risk to the property
  • Faulty locks not engaging/locking and a security risk to the property
  • Plumbing leaks or rain penetration leaks
  • Electrical sockets not working
  • Internal or external lighting not working once fuse checked and bulbs changed for new

    • What is not a defect?

    Anything damaged by the resident, anything which is the responsibility of settle or the resident which has not been maintained correctly or anything that is a design fault where the contractor did not design it. Examples are,

    • All houses are thoroughly inspected before handover, so any damage caused after occupation
    • General wear and tear on fittings & fixtures
    • Deterioration caused by neglect or failure to carry out normal maintenance
    • Dampness, condensation or shrinkage not caused by a defect
    • Anything caused by alterations or extensions to the home
    • Blown light bulbs (if keeps happening after you have changed the bulb, please report this)
    • Blocked toilets (unless blocked by builders’ debris). Please plunge the toilet before calling customer services. Please do not put nappies, wipes, grease, fats or food down the toilet as this can ultimately block drains and may result in you being charged for the call-out
    • Blocked kitchen sinks, if caused by fat, grease or food being put down the sink
    • Accidentally broken windows
    • Radiators that have not been switched on or used correctly
    • Malfunctioning appliances, these should be referred to the manufacturer
    • Leaks due to overflowing sinks or baths
    • Lack of hot water due to incorrect use of the Solar iBoost system or override Boost function on the immersion
    Items outside of the NHBC Standard definition such as,

    ·  Minor cracks to exterior brickwork and mortar

    ·  Colour and variation of wood, other materials etc.

    ·  Condensation (and resulting dampness). Air your home as a lot of water is used to build your home. Keep the trickle vents open on all windows, move furniture, beds away from walls and where possible don’t dry clothes on radiators

    ·  Minor cracks up to 2mm to dry lined/plaster walls, concrete, interior paint, grouting

    ·  Minor cracks up to 4mm to stair strings

    ·  Minor warping to doors and trim which do not affect the function

    ·  Deterioration of grass and landscaping resulting from inadequate maintenance

    ·  Roof damage resulting from severe weather conditions

    ·  Fencing damage other than due to inadequate initial installation

    ·  Cracks and chips to sanitaryware

    ·  Any fault covered by a product guarantee or warranty regardless of whether the occupancy has registered such guarantee or warranty and it is still valid and subsisting.

    Reporting defects

    If you suspect your home has a defect email customer.service@settlegroup.org.uk

    It would be helpful if you could put the 1st line of your address in the subject line and provide your contact number. If you can include as much information as possible regarding the defect, including which room it is in and where possible, include a photo.

    Alternatively, please call 0330 343 0016 and a member of our Contact Centre will take down the details of the repair.

    The repair line will take a decision as to whether the fault is a repair, a defect or your responsibility. Please pay close attention to the defects categories overleaf and make sure the information you provide to settle’s Customer Service Team is correct. If you provide incorrect information which results in the building contractor attending your home to rectify an invalid defect, you will be charged for the call out charge and service.

    If the settle adviser believes the problem is a defect, they will arrange for RJ O’Neill to contact you to arrange a visit to fix it. Unfortunately, we must point out if access is refused without a genuine reason, regretfully the builder has the right to cancel the job.

    To re-arrange appointments please email aftercare@rjoneill.co.uk (Mon-Fri 8.30am-5.00pm).

    Please note that some minor items may be deferred to the

    12 months inspection at the End of Defects Period.

     

    When RJ O’Neill contact you, they will verify if it is a defect covered by the warranty or not and act upon defects depending on the priority classification below,

    Priority 1 – Emergency Defects

    Defects are treated as emergencies where,

    • There is danger to life or limb
    • There is major damage to the property
    • The property is unsecure
    • There is a loss of heating or hot water between 1st November and 30th April

     

    Report all emergency defects to settle’s customer service team 0330 343 0016. Lines open 24/7. All emergencies are attended to as soon as possible and your home will be made safe within 24 hours.

    Priority 2 – Urgent Repairs

    Defects are treated as urgent where work needs to be carried out quickly in order to,

    • Overcome serious inconvenience to the resident or an adjoining property
    • Prevent immediate damage to the property
    • Deal with a potential health and security risk

    Priority 3 – Routine Defects

    Defects are treated as routine where there is no immediate inconvenience or risk to the homeowner and,

    • The defect can be done together with other work
    • The work may take some time
    • Different trade skills are involved
    • Parts need to be ordered or made up

    Although best endeavors are always made, in some cases there may still be some minor defects outstanding in the property when residents move in. If applicable, a defect list will be provided, and the developer will contact residents to arrange carrying out rectification works within a reasonable timeframe. 

    End of Year Defects Period

    Finally, after the defects liability period ends, a final inspection will be arranged to visit your property and with the builder. The aim to complete any final repairs. Please note the defect period starts from when your property is handed over to us, not the date you move in.

    Damage caused by resident/household misuse

    If a repair arises out of misuse or damage to the property,

    then the cost of the repair will be your responsibility.

     

    For new build homes, the building warranty will cover the cost of structural repairs (typically for the first 10 or 12 years). There is a 10 year initial repair period starting from the lease start date which applies while you own less than a 100% share in the home. In the initial repair period, you’ll be able to claim costs of up to £500 a year from your Landlord to help with essential repairs or replacement of faulty installations. For further information about the repairs allowance please refer to Section 5 Maintaining and Living in the Home in the Key Information about Shared Ownership Document

     

    2.1 Building and Contents Insurance

    1. You are responsible for all damage caused by yourself.
    2. settle will ensure a defect is put right but it is not obliged to compensate or make goodwill payments in the event of any inconvenience due to a defect occurring within your home or to the common area or for a contractor’s negligence or damage to other property.
    3. settle may pass on confidential information such as your contact details to our Employers Agent and contractor solely for the purpose of rectifying defects in your home.
    4. For any problem that arises with a fitting under warranty, you should contact the manufacturer or supplier directly. You will need to activate your warranties.
    5. Redecoration of your home before the End of Defect Period inspection will limit your right to have the contractor undertake work. For example, if you wallpaper, the contractor will not be obliged to fix shrinkage cracks or replace any wallpaper damaged by the shrinkage cracks.
    6. At the End of Defects Period an inspection of your property will be undertaken to ascertain any outstanding defects. Any noted will form the definitive list of defects that the contractor is then obliged to remedy. You may not add to it at a later stage and are therefore encouraged to raise any problems at this time.  Failure to provide access for this inspection means you forfeit your rights to have any defects remedied, which are not already reported.
    7. You should familiarise yourself with a fire safety plan if applicable. You are responsible for smoke alarms and carbon dioxide detectors within your property and these should be tested regularly for your own safety.

    Find out more on Home contents insurance page.

    3. New homes take time to settle in

    Homes should be run-in gently over the first few months. This is because concrete, bricks, timber, plaster and other materials will have absorbed water during construction. You may not be aware of it, and it certainly will not do you any harm, but it does need to evaporate slowly and be ventilated away.

    Drying out

    As your home is lived in and heated, timber and other materials will shrink, and this can cause small cracks on wall and ceiling finishes. Small cracks or gaps may also appear at joints and corners of skirting boards and other interior joinery. These cracks are not structurally significant and can be put right in the normal process of redecoration. However, because such minor cracks are inevitable, the builder is not required to rectify them. It is in your own interest, therefore, to follow the advice given here.

    To minimise cracking, try to keep a reasonably even temperature throughout your home, even in rooms which are not occupied. If you move in during winter months try to use the central heating sparingly at first, so that the structure of your home warms up and dries out gradually. Depending on how your home has been built and the weather conditions, this may take several months.

    Your home needs to be kept well ventilated to allow moisture to evaporate as the structure dries out. Please leave windows open whenever possible to help with ventilation. We recommend you leave built in cupboards and wardrobe doors slightly ajar for the first 6 months to allow the circulation of air and to prevent any moisture build up.

    Efflorescence

    A consequence of drying out may be the appearance of a white deposit on walls, called “efflorescence”. This is caused by natural salts coming out of the wall materials and is quite normal. It is not harmful and usually disappears over time. If efflorescence occurs on internal walls it can be wiped or brushed away.

    Reducing condensation

    Condensation is caused by steam or water vapour when it comes into contact with cold surfaces (in the same way that steam in the bathroom condenses on the window).

    Once materials have dried out, you should no longer experience significant condensation. However, normal daily activities produce a great deal of water vapour, which may cause condensation if allowed to spread around the home

    The following advice should help reduce condensation,

    Produce less moisture

    Cover pans when cooking to reduce steam. Avoid drying clothes indoors over radiators. Put washing outdoors to dry if you can. If you use a tumble dryer, make sure that it is vented to the outside air (unless it is a self-condensing type). DIY vent kits are available.

    Stop moisture spreading through the home

    Use the cooker hood and/or extractor fans and keep the doors closed when cooking, washing, bathing and drying clothes indoors.

    Do not switch off the main isolator switch to the extractors in the bathroom or kitchen at any time as they are needed to ventilate these rooms.

    Ventilate moisture away

    Ventilation is needed to get rid of the moisture that is naturally produced every day in your home. Your windows are fitted with trickle vents which should be always left open and opening windows will also help to maintain a comfortable environment.

    Provide even heating

    Homes where the heating is off all day because the occupants are out, are more likely to suffer condensation problems than those heated more continuously. This is because, when normal activities such as washing and cooking are carried out in the evening, the home has been unheated for long periods and so surfaces are cold.

    Make sure the central heating timer is set so that your home is warm by the time you return home. During very cold weather it is better to leave the heating on during the day to maintain an even temperature. The temperature can be set a few degrees lower and turned up when you return.

    Most heating systems operate inefficiently if turned completely on and off. Use your thermostat to control heating operation. This will be more efficient and help to reduce fuel bills.

    4. Keeping your new home in good condition

    This section explains how to maintain your new home.

    Walls

    The walls within your property are constructed using stud metal frames, plasterboard and plastered over. Electric cables and pipe work run behind the plasterboard. The plasterboard is painted.

    No fixings should be attached using drilled holes during the first 12 months of occupation of your home.  This is because your home is still within the Defects Liability Period, and drilling walls could invalidate your warranty and right to repairs during this period.

    After 12 months has passed, when fixing into a metal framed wall, you first need to ensure that you are not fixing into the electrical wiring or any pipe work. A cable detector which can be purchased from a DIY shop should be used to ensure you are not fixing into the electrical wiring or piping. Combined metal, voltage and stud detectors are also available.

    When fixing into the walls, ensure you use plasterboard appropriate fixings which can be bought at DIY stores.

    Ceilings and Loft

    Your ceilings are constructed of timber joists and plasterboard and plastered over. You should not hang items from or fix items to the ceilings.

    Lofts are not designed for storage and are inaccessible.

    Flooring

    Vinyl sheet flooring – To maintain your vinyl floors, vacuum the dust and then mop use a cleaning detergent which is specifically for vinyl flooring.

    Carpet flooring – Light vacuuming on a daily basis is recommended to remove surface dirt before it becomes embedded in the fabric. Carpeted areas should be given a thorough vacuum clean at least once a week.

    Doors and Windows

    Each of your windows and doors have locks. Please keep the keys safe. Open and close doors with the utmost care to ensure they do not get damaged unnecessarily. Clean them as often as necessary to maintain them in good condition. We would recommend buying a 3-in-1 window lubricant spray (not WD40 which attracts dirt and debris) to help lubricate the hinges, as for the first few months windows and doors can become stiff.

    The windows have been designed to receive blinds or curtains. These should be installed using an appropriate fixing method (e.g. Steel Expanding Bolt Cavity Fixing).

    Bathroom

    Your bathroom sanitaryware is generally a white porcelain type product which has a hard-wearing surface. These surfaces should be kept clean using bathroom cleaning detergents. Do not use abrasive pads as they will scratch the glaze and cause it to look dull and start to have dirt stuck in the scratches.

    Over time black mould may start to grow along the edges of baths, shower trays and hand basins. This can be prevented by putting bleach along these edges and scrubbing with an old toothbrush on a regular basis. Ensure this toothbrush is out of the reach of children.

    Toilet paper is the only item that can be flushed down the toilet.  Do not flush unsuitable items down the toilet as this will cause blockages, and if a plumber is required to unblock the toilet as a result of your misuse, you, as a resident, may be liable for the cost.

    Kitchen

    Your kitchen has been fitted with integrated fridge/freezer, washing machine and dishwasher. Please ensure you refer to the manufacturing instruction booklets on the use of each appliance including cleaning and general maintenance.

    General care of kitchen cabinets

    To keep your units in good condition, it is advisable to check regularly that the hinges and drawer runners have not loosened, placing extra pressure on the components.

    Cleaning of kitchen units

    Using a clean damp cloth apply a small amount of mild detergent/soft soap to the area to be cleaned and wipe over the surface in one direction. Then wipe over with a clean dry cloth.

    Hinges

    Never lean on partially open doors in order to gain access to base units. The hinges are specified to suit the weight of the door plus a small additional weight such as wire racks to hold cleaning cloths etc.

    Shelves

    Shelves should not be overloaded to the extent that bowing occurs.

    Worktops

    Spillages onto worktops and in units should be cleaned immediately. Never cut or chop food directly on the worktop surface, use a chopping board. Never place hot pans or cigarettes on the worktop, use protective mats and ashtrays as appropriate. Most everyday stains can be removed with a mild abrasive cleaner, but harsh scouring powders should be avoided. Certain chemicals and strong dyes can cause discoloration and damage to surfaces. Keep food covered and sealed to discourage unwanted guests such as ants, mice and rats moving in.

    Drawers

    Do not lean on partially open drawers, this will cause the drawer box to part from the runner. Ensure that the runners are kept clean of dust etc.

    Stainless Steel Sinks

    Routine care of your stainless steel sink is easy following this simple procedure,

    • After use wipe the bowl and drainer with a soft damp cloth and rinse with water. An application of a suitable cream cleaner will avoid a build-up of dull film of waterborne deposits.
    • Care should be taken with sharp hard objects which will scratch the surface.
    • Staining of stainless steel in most cases is due to something being deposited on the steel rather than an attack on the material itself. The most common form of staining is the build-up of a thin film of waterborne deposits often first seen as a rainbow effect.
    • Should a film appear it can easily be removed with a soft damp cloth and a suitable cream cleaner, which should be thoroughly rinsed with clean water and the sink dried.
    • DO NOT try to remove stains with undiluted bleach. This will cause pitting and permanent staining of the surface. Bleaches if used should always be diluted as the manufacturer’s recommendations.
    • DO NOT use wire wool cleaning pads. These will mark the surface of the sink and leave tiny particles of wire embedded in the surface which will rust and leave small brown rust stains.
    • Wipe all corrosive foodstuffs i.e. fruit juices, damp salt, vinegar and mayonnaise from the sink which will cause staining and pitting if left.
    • It is strongly recommended that stainless steel sinks are not used for soaking clothes or cleaning clothes in cleaning agents.
    • DO NOT kneel on drainers whilst cleaning windows etc. this will dent the surface and in the case of sit-on sinks will crease the front edge which will then obstruct the drawer below.

    Electrical goods

    It is advised to maintain and keep clean your washing machine, cooker and oven, microwave oven, overhead hob extractor, dishwasher, kettle and toaster as per the manufacturers’ recommendations as stated in their instruction manuals.

    Ventilation

    Your bathroom, en suite and cloakroom is fitted with an extractor fan. This extractor fan has an isolator switch which is clearly labelled. This switch should not be turned off. The extractor fan comes on automatically when the bathroom light is switched on and turns off a little while after the light has been switched off. The extract system is an energy efficient continuous running system which provides background ventilation to your home.

    The kitchen cooker hood provides extraction, to use during cooking.

    Do not interfere with or cover the extractor fans. Clean any build-up of dust from grills on a regular basis.

    Painting and Decorating

    No decoration should be undertaken within the first 12 months of occupation of your home. Walls should not be wallpapered until at least 12 months after the building has been completed, as wallpaper prevents the walls from drying out and the wallpaper will peel.

    Painting should be carried out as necessary due to wear and tear. Walls and timber surfaces should be cleaned before painting. Loose and flaking paint should be removed by sanding or scraping. Use the appropriate type of paint for the surface in need of painting. Refer to the paint manufacturer’s instructions for correct use of the paint. Obtain advice from a DIY store if you are in doubt.

    Lighting and Light bulbs

    All the light fittings in your home are fitted with low energy lamps. These lamps may take a few minutes to ‘warm up’ to give their full light output.

    Any electrical alterations, including changing light fittings, can only be carried out by competent electricians by law. Do not do any electrical work by yourself.

    To change light bulbs, the light switch must in the off position. It is advisable to replace the bulb with the same type of bulb that was removed.

    Low energy light bulbs come in numerous types, styles, colours, and ultimately quality, some are even dimmable. A higher quality bulb will have a much shorter warm up period, last longer and likely produce a more aesthetically pleasing type of light.

    Look out for the colour rating of the bulb – 2000K will be quite a ‘yellow/warm light’, 3500K will provide a much brighter ‘whiter’ light and is better for reading but can be harsh when looked at directly.

    Various types of bulbs are available from general DIY stores, supermarkets and online such as www.lightbulbs-direct.com amongst other websites. Be sure to order the right kind (examine or take the old bulb with you), and that the room fitting will be able to power the wattage of bulb you have selected.

     

    5. Energy Use

    Electricity

    • Most of your electricity is supplied from the mains through an underground cable, which is connected to your electricity meter. Cables leading from the meter are connected to your consumer unit.

    Consumer Unit

    The consumer unit contains the main on/off switch and a number of miniature circuit breakers (MCBs), which protect individual circuits. MCBs are provided to automatically disconnect the supply of electricity if one of the circuits is overloaded or if there is a fault. They can be reset by returning the switch to the ‘on’ position.

    Residual current device

    In addition, there may be a residual current device (RCD) which provides additional shock protection. A RCD which has ‘tripped’ can be reset by returning the switch to the ‘on’ position. The correct operation of the RCD should be checked from time to time by pressing the ‘test’ button.

    Keeping safe

    If a MCB/RCD trips repeatedly this may indicate a fault with an appliance or the installation.

    Please note: You should call a competent electrician to investigate the cause of the problem, and not keep resetting an MCB or RCD that trips repeatedly.

    Electricity is distributed around the home by cables, which are normally concealed in floors and walls. Cables that are not protected by metal conduit (pipe) are usually run in the following areas of the wall:

    • Vertically above or below a socket outlet or switch being served
    • Horizontally either side of the socket or switch
    • Horizontally in a band within 150mm (6”) of the ceiling
    • Vertically in a band within 150mm (6”) of the corner of a room in each wall.

    Cables may run in any position above a ceiling or under a floor.

    Before fixing to walls, floors and ceilings, always check for buried pipes and cables using a detector available from DIY stores.

    PV Panels

     

    PV panels are installed to provide solar generated electricity to the houses to improve their energy efficiency. Solar PV systems use cells to convert sunlight into electricity. The PV cell consists of one or two layers of a semi-conducting material, usually silicon. When light shines on the cell it creates an electric field across the layers causing electricity to flow. The greater the intensity of the light, the greater the flow of electricity.

    PV cells are referred to in terms of the amount of energy they generate in full sunlight; known as kilowatt peak or kWp.

    The Solar Cell is the basic building block of Solar PV technology. Most people are familiar with PV Solar Cells that power calculators. These cells are wired together to form a module (PV Solar Panel). The PV Modules gather solar energy in the form of sunlight and convert it into direct current (DC) electricity. An inverter can convert this DC power into alternating current (AC power, which is the type of electricity used in your home). PV Modules are joined together to form a PV Solar Panel system.

    The Solar PV generates electricity during daylight hours so the occupants should be advised to utilise the free electricity during these times (i.e. washing machines, dishwashers, etc) to benefit from the generated electricity. There are no battery systems to store the energy for use later in the day on these units, so if the electricity is not used directly, it will be exported back to the grid.

    The PV system will turn on/off automatically during daylight hours so you will not need to do anything on a day to day basis except utilise as much of this energy as possible.

    Water

    Water is supplied by the water company through an underground service pipe which is fitted with a stop valve at the boundary to your property for use by the water company in an emergency.

    As it enters your home, its flow is controlled by the main stop valve, which allows you to turn off the supply in an emergency or for maintenance. Please see the section on equipment and facilities to see where your stop valve is located.

    It is important for you to know where the main stop valve is. From your stop valve water enters the ‘rising main’ and is distributed around the home via an indirect or direct feed system.

    Direct feed system

    All cold water taps and WC are fed from the rising main. Hot water is provided at mains pressure by a Immersion heater.

    Never attempt to service or alter an unvented system yourself, an explosion could result. To check whether your system is direct or indirect, close the main stop valve. Is the system is direct, the flow will be cut off to all cold water taps and WCs; if it is indirect, only the kitchen sink should be affected.

    The main water stop valve within your home enables water to be turned off in the event of an emergency or if you leave your home for long periods. If, when you move in, there is no water, you may have to open the water stop valve.

    It is suggested that you turn off the main water stop valve when you go away during frosty weather.

    6. Maintenance

    Smoke alarms

    The smoke alarms fitted in your home are mains operated. You should check all alarms once a week by pressing the test button and they should be kept clean by the occasional use of a vacuum cleaner.

    Heating

    Heating is provided via electric radiators in each room. These can be controlled by a digital panel on each radiator. This means that if you wish to change the settings you will have to change them on each individual radiator. The radiators leave the factory set in Out All Day mode. This setting means that your heating will only be on in the morning and evenings to save energy while you are at work. Different modes can be set should you require it.

    Solar iBoost System and combined Immersion for Hot Water

    The hot water cylinder should be checked and serviced at least once a year by a competent engineer so that they remain safe. We recommend you contact manufacturer direct on the customer service number shown on the cylinder label in your utility cupboard.

    The Solar iBoost uses energy generated by solar panels on your roof. The electricity generated is used in real time in your home to heat your hot water tank. Any excess energy produced is normally exported back to the National Grid. In the summer this may be enough to heat your hot water solely through solar power. It is recommended that you shower/use your hot water in the morning to maximise the time your water tank has to reheat during daylight hours.

    Sanitaryware

    Your bathroom sanitaryware is white porcelain. Surfaces should be kept clean using bathroom cleaning detergents. Do not use abrasive pads as they will scratch the glaze and cause it to look dull and become more difficult to keep clean. Do not flush unsuitable items down the toilet as this will cause blockages. If a plumber is required to unblock the toilet as a result of your misuse, you will be liable for the cost.

    Connecting appliances

    Be careful if you are connecting kitchen appliances to the water supply and drainage. Check that hoses are properly connected and tightened before turning the water on.

    It is a good idea to re-check the connections once the appliances have been in use for a day or two – dripping connections can cause serious damage.

    Shower Curtains

    Please note residents re responsible for purchasing replacement shower curtains for their property as and when required.

    General

    All gutters, windows, façade, roof repairs or replacement works should be undertaken only via a scaffold or tower erected by a competent person. You are strongly advised against the use of ladders to access external areas of buildings as this poses significant risk of falling from height.

    Gardens

    Gardens to houses which have recently been turfed so will require watering during dry/sunny periods. Please note, grass dying is not a defect and will not be replaced. Please see the Garden Maintenance Guide including within this pack for guidance and tips on how to maintain your new lawn.

    Please refer to the Garden Maintenance Guide [PDF] for more information.

    Good Practice Checklist

    1. Clean your house on a weekly basis.
    2. Ensure waste is disposed of on a regular basis.
    3. Remove mould as soon as it appears before it creates a stain which is very difficult to remove.

     

    7. Safety

    Access

    Access must be provided under the terms of your tenancy and settle has the right to enter your property:

    • In the event of an emergency and if you cannot be contacted. This right will be used, for example, when a burst water pipe in your home is causing serious damage to other properties.
    • For the purpose of assessing or carrying out defects work to your property or the common area (this would normally only be deemed necessary where there was a noticeable problem).
    • If entry must be forced, you will bear the costs of replacing locks for the purpose of re-securing your home.
    • Access for undertaking repairs needs to be provided within normal working hours. If you cannot be home, you should arrange for a key to be left with a neighbour or a friend to be home to provide access.
    • If access cannot be given you may forego your rights to repairs.
    • Your personal details are treated as confidential and in line with settle’s General Data Protection Regulation (GDPR) policies and will only be passed to a third party to be used in getting your repairs completed.

    Electricity

    Always hire a licensed electrician to carry out any repairs. You can find details of electrical contractors registered with one of the schemes approved by The Department for Communities and Local Government (DCLG) here: http://www.competentperson.co.uk/

    • Don’t remove a plug from a power point by pulling on the cord; pull the plug instead.
    • Never plug adaptors into adaptors and avoid using adaptors filled with plugs where possible.
    • Switch off electrical items that are not in regular use at the plug and ensure that when you are away from the house for any length of time that you unplug electrical items. Items left plugged in can be a fire risk and waste energy if left on standby.
    • Do not use any electrical items in the bathroom unless specifically designed for use there, e.g. shavers and electric toothbrushes. Even with these items however, take care not to get wet and avoid plugging and unplugging with wet hands.
    • Do not use items with damaged cords so that the wires are exposed. Either repair or replace. Check items regularly.
    • Do not use damaged sockets, replace with care when necessary.
    • Ensure any electrical items are approved standard when purchasing and keep them correctly maintained where necessary. Look for the BEAB seal of approval.
    • Do not use electrical equipment outside if it’s raining.
    • Circuit breakers and fuses should be the correct size current rating for their circuit.

    Remember: Electricity is dangerous and can kill.

    Gas

    There are no gas services in your home and settle do not permit any persons to install any gas services in the future.

    Carbon monoxide

    Carbon monoxide (CO) is a poisonous gas. It cannot be seen, smelt or tasted, and can be fatal when high levels are inhaled. Symptoms of CO poisoning are similar to those of the flu and allergies. Carbon monoxide poisoning may also be misdiagnosed as a headache, stroke, food poisoning or heart disease.

    Sources of CO include:

    • The burning of any solid or liquid fuel in the home, such as a gas oven as a heater
    • Air leaks from gas boilers, water heaters or fireplaces
    • Ventless heater, fireplaces or stoves
    • Car exhaust from attached garage

    As there are no gas services in your home or any appliance that has the potential to omit carbon monoxide, your home has not been fitted with a carbon monoxide alarm. Should you introduce an appliance that has the potential to omit carbon monoxide, such as a plug-in electric heater, it is your responsibility to purchase and install a carbon monoxide monitor. In that instance please maintain your alarm in accordance with the manufacturer’s recommendations.

    Fire safety

    Fires can start suddenly and spread quickly, damaging your home and furniture and putting lives in danger. They are caused in a variety of ways, but there are a few simple hints you can follow to prevent them starting:

    • Keep all fires and heaters well-guarded, especially open fires. For fitted or portable heaters with a built-in guard, give extra protection by adding a surrounding guard particularly if you have young children or older people in the home. For children, use a nursery guard with side clips that fit into fixed wall brackets.
    • Keep portable heaters and candles away from furniture and curtains. Position safely where they cannot be knocked over.
    • Don’t dry or air clothes over or near the fire, or the cooker.
    • Do not smoke in bed.
    • Many fires start in the kitchen, especially fat fires. Never leave a pan unattended when deep fat frying and watch for overheating. For safer frying use oven chips or a thermostatically controlled deep fat fryer.
    • If there are children around, keep matches and lighters well out of reach.
    • Fit approved smoke detectors on each floor. Choose a smoke alarm that is mains operated or one with a long life (ten year) battery.
    • Plan your escape route.
    • Remember – Get out, stay out and call the fire brigade.

    Fire Escape Plan

    Pull together everyone in your household and make a plan. Walk through your home and inspect all possible exits and escape routes.  Households with children should consider drawing a floor plan of your home, marking two ways out of each room, including windows and doors. Also, mark the location of each smoke alarm. This is a great way to get children involved in fire safety in a non-threatening way.

    Your front door is a fire door. This is heavier than a standard internal door and is fitted with a self-closing device. For your own safety you should not remove or disable the door closer or leave doors propped open.

    The procedure for evacuating the home in the event of a fire is as follows:

    1. In the event of a fire, the occupants would be expected to alert others in the home, closing the doors as they make their way out of the building, make sure all other occupants leave with you.
    2. Do not put yourself in danger by trying to put out the fire.

    8. Telecommunications

    Telephone and internet connection

    Telephone sockets have been provided in your home. Contact a Telephone Service Provider to arrange the connection of your line to all the sockets. This connection enables a fixed telephone or landline to be activated and an internet service provider to connect you to the internet.

    Digital Television/Aerial

    Each house has a Freeview aerial installed with TV points located in Lounge & master bedroom.

    Each house is wired so that you can arrange for a Sky aerial/dish to be installed. These points are located in the living room and master bedroom. If you are planning to get a satellite dish installed, the following conditions need to be adhered to;

    1. The satellite dish must be located on the rear or side of the property.
    2. The satellite dish must comply with Permitted Development Guidelines (visit www.planningportal.co.uk for more information)
    3. Works must be carried out by a competent tradesperson.
    4. settle reserve the right to inspect the installation, to ensure it meets Health and Safety standards and revoke permission if not installed safely.

    9. Energy Saving Advice

     

    Your new home has been designed and constructed to high energy efficiency standards to minimise running costs and reduce CO2 emissions. For example, 100% of the light fittings in your home are low energy fittings. If any appliances have been installed in your new home, please ensure you read and keep safe the manufacturer’s information and user manuals.

    The following guidance will help reduce your energy use, running costs and CO2 emissions:

    Turn your radiators down. Reducing your room temperature by 1°C could cut your heating bills by up to 10 percent and typically saves around £55 per year. Set your heating and hot water to come on only when required.
    Is your water too hot? Where installed, your cylinder thermostat should be set at 60°C/140°F
    Close your curtains at dusk to stop heat escaping through the windows, making sure they do not cover radiators or heaters. Try to avoid putting furniture in front of radiators or heaters. It will prevent maximum circulation of heat.
    Always turn off the lights when you leave a room.
    Don’t leave appliances on standby unnecessarily and remember not to leave laptops and mobile phones on charge unnecessarily.
    If possible, fill up the washing machine, tumble dryer or dishwasher: one full load uses less energy than two half loads. If you have a dishwasher, try and use the low temperature/economy setting and ensure you wash a full load.
    Only boil as much water as you need (but remember to cover the elements if you’re using an electric kettle).
    A dripping hot water tap wastes energy. In one week wastes enough hot water to fill half a bath, so make sure they’re fully turned off! An ordinary shower uses approximately 60% less water than a bath.
    Use energy saving light bulbs. They last up to 10 times longer than ordinary bulbs, and using one can save you around £40 over the lifetime of the bulb. This saving could be around £65 over its lifetime if you’re replacing a high wattage incandescent bulb, or one used for more than a few hours a day.

     

    Energy Logos for White Goods and Appliances

    The energy logos can help you to make an informed decision when buying new appliances and fittings for your home. These logos can be found on all new appliances and show how efficient the appliance is.

     Old style label:

    Old style label

     

     

     

     

     

    New style label:

    New style label

    New style energy labels

    As before, appliances are rated from green (most efficient) to red (least efficient). The labels now also show the total energy consumption and other information which is relevant to the particular product, such as the water consumption, noise levels.

    Previously the top rating was an ‘A’ but this could now be ‘A+’ or ‘A++’ or even ‘A+++’.

    The label tells you how much electricity is used, measured in kilowatts per hour (kWh).

    The less energy you use, the more you will save on your energy bills, depending on how you actually use the appliance and how much you pay for electricity in your individual tariff.

    New style 1

    European Ecolabel

    Products with this label have been independently assessed and meet strict environmental criteria, which considers more than just the energy consumption. These products will be amongst the best in their class.

    Energy Star

    Energy Star

    Only office equipment will display these labels, showing that the products meet the EU energy efficiency standards.

    Energy Saving Trust Label

    Energy Saving Trust Label

    Only the most energy efficient products display this label, usually only the top 20 per cent of those available.

    When purchasing appliances, keep an eye out for their rating for energy and water use, found on the Energy Label. The fact that the white goods have a high energy efficiency rating does not necessarily mean that they have low water consumption. Buying the wrong white goods can noticeably increase your total water consumption.

    Please visit www.waterwise.org.uk and/or www.sust-it.net for further information.

    Quick tips for Energy saving

    Washing Machines

    • Wash at the lowest temperature that will give efficient results.
    • Wait until you have a full load or use the ‘half load’ setting to reduce water.
    • Use short wash cycles for lightly soiled items.
    • Consider buying a shower wash type of washing machine.
    • If you are planning to use a tumble dryer, choose a washing machine with a high spin to save on drying time.

    Tumble Dryers

    • Unless you need to dry things quickly, or have limited space available, natural drying is an effective and more environmentally friendly choice.
    • Avoid setting the dryer timer for longer than necessary. Set it for a shorter time and re-set if necessary.
    • When drying large items that tend to roll into a ball, stop and unroll them half way through the drying period.
    • Choose a dryer with a dryness controller.
    • Ensure proper ventilation.

    Dishwashers

    • Always wait until the machine is full before running it. For lightly soiled items some dishwashers have economy programmes that reduce the washing temperature and/or shorten the washing time.

    Irons

    • Do not leave an iron switched ‘on’ if you are not going to use it within 5 minutes.

    Washer Dryers

    • Washer dryers save space and often cost less than two separate machines. They usually hold less than a traditional tumble dryer – you can’t wash a second load until the first load has finished drying, and they usually use an air/water heat exchanger, which means that heat extracted in the condenser is lost to the drain. Washer dryers can give a perfectly satisfactory service.
    • Wait until you have a full load before using the washer and/or tumble dryer.
    • If the machine has an energy saving load setting use it whenever possible.
    • Use low temperature settings for lightly soiled items.

    Kettles

    • When you choose your kettle consider buying a jugstyle model or an energy efficient one.
    • Remove lime scale from your kettle regularly.
    • When boiling water use a kettle – not a pan.
    • Only heat as much water as you need in the kettle, but remember to always cover the element.

    Fridges & Freezers

    • Try to keep your freezer at least three quarters full.
    • Do not put warm food into the fridge.
    • Defrost your fridge or freezer regularly and avoid leaving the door open longer than necessary.
    • Check that the door seal on your fridge is working effectively by closing on a piece of paper to see if it is held tight. If your fridge builds up frost too quickly the door seal could be faulty.
    • If your fridge or freezer is more than 10 years old, you could make significant savings by replacing it with a modern model. When you dispose of your old fridge or freezer make sure that the CFC refrigerant will be recovered safely and not allowed to escape into the atmosphere.  Most local authorities or reputable suppliers of new appliances will do this for you.

    Cooking

    • When you select a hob consider buying a more efficient type.
    • Match pan sizes to ring and use pans that are appropriate for your type of hob.
    • Where a long cooking time is needed use a conventional oven. However a microwave oven is more economical for short cooking times, particularly for smaller quantities of food.
    • When cooking with a microwave always follow the manufacturer’s instructions and ensure that there are no “cool spots” left in the food.
    • When you replace your conventional oven consider buying one that is fan assisted. This will use less electricity than a conventional oven.  Modern ovens are also better insulated than older ones, making them more efficient.
    • For toasting use a toaster rather than the grill.

    Television Sets

    • When you choose your TV consider buying a model that uses less electricity.
    • Do not leave the TV switched ‘on’ if nobody is watching it.
    • Do not leave the TV in ‘stand-by’ mode for long periods.

    Light bulbs

    • Energy saving light bulbs are recommended. Most light fittings in your home will only take low energy light bulbs.

    Heating

    • Turn your thermostatic radiator valves to the lowest comfortable setting for the time of year/temperature. Only use the heating when necessary in the rooms that are occupied.
    • Ensure that radiators are bled regularly – air in the radiator reduces heating capability and can cause internal rust.
    • Do not hang curtains in front of radiators as the heat will escape out of the window.
    • Keep doors and windows closed to prevent heat escaping.

    The Energy Saving Trust can provide you with advice on saving energy and running your home efficiently, their contact details are:

    Energy Saving Trust

    21 Dartmouth Street

    London

    SW1H 9BP

    Tel: 0300 123 1234

    Web: www.energysavingtrust.org.uk

     

     

     

     

     

     

     

     

     

     

    10. Keeping your neighbours happy

    Noise

    Your property has been carefully constructed in accordance with the Building Regulations. These regulations specify a certain level of sound insulation. Particular kinds of noise, including loud music, will still transfer to other properties, irritating your neighbours.

    Regular or repeated noise nuisance will cause complaints and offence (as well as being illegal) and should be avoided.

    Please take care when using the communal areas by keeping noise down to a minimum.

    Visitors

    Please ask your visitors to be considerate of the needs of the residents.

    Parking

    Parking is allocated as per the site plan in the appendix.

    11. What do you think of your new home?

    Satisfaction survey

    Many people have worked very hard to create your new home. We are continually improving our service in order for our organisation to learn, you will be asked to complete an online or telephone satisfaction survey whilst this is not mandatory, it does help us to improve our services on our new build properties for the future.

    It is very important to us, settle, that you give us your opinion. You are in a unique position to tell us how we can improve the quality of our homes.

    We look forward to hearing any comments you may have!

    12. Waste and Recycling

    You will need to contact Central Bedfordshire District Council to order the relevant bins. You can do this online by visiting:

    www.centralbedfordshire.gov.uk/info/2/waste_and_recycling/1169/order_food_waste_bags_garden_waste_sacks_or_a_bin

    You can also order the bins over the phone – 0300 300 8301

    On Collection Day

    • Leave bins/garden waste sacks at the boundary of your property by 7am
    • Check bins/garden waste sacks don’t obstruct the pavement
    • Don’t overload bins – garden waste bags have a weight limit of 10kg, wheelie bins have a weight limit of 85kg. Bins which are considered too heavy for safe handling and emptying will not be emptied (even if they weigh less than 85kg)
    • Take your containers back onto your property once they’ve been collected.

    Collection Calendar

    The local council releases waste calendars every quarter – you will be able to access these dates by visiting:

    www.centralbedfordshire.gov.uk/info/163/bins_and_waste_collections_-_check_bin_collection_days

    13. Amenities

    Map – Local Area

    Google maps 1

    Map-Wider Area

    Google Wider map 1

    Local Amenities

    Hospitals:

    Bedford Hospital

    Kempston Road, Bedford MK42 9DJ

    		 01234 355122

    Doctors Surgeries:

    Dr S P Hughes – Barton Surgery

    The Surgery, Hexton Rd

    		 01582 528700

    Pharmacies:

    C&H Barton Pharmacy and Travel Clinic

    79 Bedford Rd, Barton-le-Clay, Bedford

    MK45 4LL

    		 Hours:

    Open ⋅ Closes 6:30 pm

    Phone: 01582 881263

     

    Dentists:

    Ampthill Town Dental Clinic

    1 Kings Arms Yard

    		 01525 657345

    Open ⋅ Closes 5 pm

    Police Stations:

    Letchworth Police Station

    Hitchin Police Station

    		 0845 330 0222

    01707 354000

     

    Fire Stations:

    Shefford Fire Station

    Hitchin Fire Station

    		 01234 845000

    01462 666800

    Post Offices:

    Clophill Post Office

    Address: 4 The Green, Clophill, Bedford MK45 4AD

    		 Hours:

    Open ⋅ Closes 8 pm

     

     

    Banks:

    Tesco Bank ATM

    Tesco Superstore, Coniston Rd

    TSB Bank

    Address: 65 Midland Rd, Bedford MK40 1PR

    		 TSB Bank Hours:

    Open ⋅ Closes 4 pm

    Supermarkets:

    Morrisons

    Address: High St, Shefford SG17 5DZ

    		 Hours:

    Open ⋅ Closes 10 pm

    Phone: 01462 850941

    Taxis

    Flitwick Taxis 01525 405060

    www.flitwicktaxis.co.uk

     

    Schools

    www.centralbedfordshire.gov.uk/info/3/schools_and_education  

    Community Centres

    www.centralbedfordshire.gov.uk/directory/92/a_to_z/S  

     

    Leisure Centres

    www.centralbedfordshire.gov.uk/info/85/leisure_centres

     

    		  

    Libraries

    www.centralbedfordshire.gov.uk/info/81/leisure_and_countryside/436/libraries_-_find_or_join_a_library

     

    		  

     

    Parks & Gardens

    www.centralbedfordshire.gov.uk/directory_record/127651/houghton_hall_park  

     

     

    14. Walking and Transport

     

    Walking and transport

    getoutside.ordnancesurvey.co.uk/local/upper-gravenhurst-central-bedfordshire

    Public Transport

    Bus routes

    Bus service

    bustimes.org/localities/upper-gravenhurst

    Trains

    Nearest train station is Arlesey

    Old Oak Close

    Arlesey

    Bedfordshire

    SG15 6XA

    www.greatnorthernrail.com/travel-information/plan-your-journey/station-information/ARL/Arlesey

    15. Appendices – List of Certificates and Documents to be provided

    (**provided as a hard copy or electronically, or both i.e. for certificates**)

     

    Electric – NICEIC Building Regulations Certificate of Compliance Electrical Installation Certificate

    EPC Certificate

    SAP Certificate

    Manufacturer’s Instruction manuals

    Warranties /Guarantees

    Boiler Benchmark

    Smoke/Fire Installation Certificate

    PV Panel & MSC certificate

    Parking – Site Plan

     

    Specification

    Your home has been painted using the following paints:

    Hallway and stairs

    Brand    Product      Product code       Colour/pattern    
    Ceilings Dulux Armstead Trade Contract Matt 5218587 White
      Brand    Product      Product code       Colour/pattern    
    Walls Dulux Armstead Trade Contract Matt 5218587 Timeless
    Brand    Product      Product code       Colour/pattern    
    Wood work Dulux Armstead Trade Undercoat 5218666 White
    Brand    Product      Product code       Colour/pattern    
    Wood work Dulux  Armstead wood primer undercoat 5218563 White
      Brand    Product      Product code       Colour/pattern    
    Wood work Dulux  Trade High  Gloss 5091026 Pure Brilliant White

     

    Lounge

    Brand    Product      Product code       Colour/pattern    
    Ceilings Dulux Armstead Trade Contract Matt 5218587 White
    Brand    Product      Product code       Colour/pattern    
    Walls Dulux Armstead Trade Contract Matt 5218587 Timeless
    Brand    Product      Product code       Colour/pattern    
    Wood work Dulux Armstead Trade Undercoat 5218666 White
    Brand    Product      Product code       Colour/pattern    
    Wood work Dulux Armstead Wood primer undercoat 5218563 White
    Brand    Product      Product code       Colour/pattern    
    Wood work Dulux Trade High Gloss 5091026 Pure Brilliant White

     

    Downstairs WC

    Brand    Product      Product code       Colour/pattern    
    Ceilings Dulux Armstead Trade Durable Matt 5236667 White
    Brand    Product      Product code       Colour/pattern    
    Walls Dulux Armstead Trade Durable Matt 5236725 Timeless
    Brand    Product      Product code       Colour/pattern    
    Wood work Dulux Armstead Trade Undercoat 5218666 White
    Brand    Product      Product code       Colour/pattern    
    Wood work Dulux Armstead Wood primer Undercoat 5218563 White
    Brand    Product      Product code       Colour/pattern    
    Wood work Dulux Trade High Gloss 5091026 Pure Brilliant white

     

    Kitchen

      Brand    Product      Product code       Colour/pattern    
    Ceilings Dulux Armstead Trade Durable Matt 5236667 White
    Brand    Product      Product code       Colour/pattern    
    Walls Dulux Armstead Trade Durable Matt 5236725 Timeless
    Brand    Product      Product code       Colour/pattern    
    Wood work Dulux Armstead Trade Undercoat 5218666 White
    Brand    Product      Product code       Colour/pattern    
    Wood work Dulux Armstead Wood primer Undercoat 5218563 White
    Brand    Product      Product code       Colour/pattern    
    Wood work Dulux Trade High Gloss 5091026 Pure Brilliant white

     

    All Bedrooms

    Brand    Product      Product code       Colour/pattern    
    Ceilings Dulux Armstead Trade Contract Matt 5218587 White
      Brand    Product      Product code       Colour/pattern    
    Walls Dulux Armstead Trade Contract Mat 5236725 Timeless
    Brand    Product      Product code       Colour/pattern    
    Wood work Dulux Armstead Trade Undercoat 5218666 White
    Brand    Product      Product code       Colour/pattern    
    Wood work Dulux Armstead Wood primer Undercoat 5218563 White
    Brand    Product      Product code       Colour/pattern    
    Wood work Dulux Trade High Gloss 5091026 Pure Brilliant white

    Ensuite

    Brand    Product      Product code       Colour/pattern    
    Ceilings Dulux Armstead Trade Durable Matt 5236667 White
      Brand    Product      Product code       Colour/pattern    
    Walls Dulux Armstead Trade Durable Matt 5236725 Timeless
    Brand    Product      Product code       Colour/pattern    
    Wood work Dulux Armstead Trade Undercoat 5218666 White
    Brand    Product      Product code       Colour/pattern    
    Wood work Dulux Armstead Wood primer Undercoat 5218563 White
    Brand    Product      Product code       Colour/pattern    
    Wood work Dulux Trade High Gloss 5091026 Pure Brillant white

     

    Bathroom

    Brand    Product      Product code       Colour/pattern    
    Ceilings Dulux Armstead Trade Durable Matt 5236667 White
    Brand    Product      Product code       Colour/pattern    
    Walls Dulux Armstead Trade Durable Matt 5236725 Timeless
    Brand    Product      Product code       Colour/pattern    
    Wood work Dulux Armstead Trade Undercoat 5218666 White
    Brand    Product      Product code       Colour/pattern    
    Wood work Dulux Armstead Wood primer Undercoat 5218563 White
    Brand    Product      Product code       Colour/pattern    
    Wood work Dulux Trade High Gloss 5091026 Pure Brilliant white

     



    Emergency Services
    For Police, Fire and Ambulance      Dial 999
    Gas LeakN/A
    Power Cut https://www.powercut105.comDial 105
    Healthcare
    Hospital A&EBedford Hospital Kempston Road, Bedford MK42 9DJ  Contact Us – Bedford Hospital & Luton and Dunstable University Hospital (bedfordshirehospitals.nhs.uk)01234 355122
    GPDr S P Hughes & Partners – Barton Surgery The Surgery, Hexton Rd, Barton-Le-Clay, Bedford, MK45www.bartongroupsurgeries.co.uk  01582 52701
    Services
    Local AuthorityCompany Name Central Bedfordshire CouncilEmail Address www.centralbedfordshire.gov.uk customers@centralbedfordshire.gov.uk  Phone Number
    0300 300 8301
    WaterCompany Name Anglian WaterEmail Address anglianwater.co.uk anglianwatercustomerservices@anglianwater.co.uk  Phone Number
    03457 919 155
    ElectricityCompany Name Scottish Power  Email Address www.scottishpower.co.uk contactus@scottishpower.comPhone Number
    0345 058 0002
    GasCompany Name N/A – no gas on developmenEmail Address N/APhone Number N/A
    Telephone & BroadbandCompany Name Terrestrial, digital, Sky Q, FM & DAB radio cabing coiled in loft space for future connectionsEmail Address N/APhone Number N/A
    Satellite Provider (if applicable)Company Name N/AEmail Address N/APhone Number N/A
    settle Customer Services
    General InformationAn abundance of information on housing and help guides/contact information can be found on our website via the following link:  www.settlegroup.org.uk This includes information on:
    TenantsHome OwnersYour AccountAbout Us Make a Payment Customer Services Email: customer.service@settlegroup.org.uk    		Email us at:   customer.service@settlegroup.org.uk     Write to us at: settle Blackhorse Road Letchworth Hertfordshire SG6 1HACall us on:   0330 343 0016 Lines are open: Mon-Thurs – 9am-5pm Fri – 9am-4:30pm  
    DefectsPlease report all defects to settle customer services If you email in, please include the first line of your address and as much detail as possible. Include which room the defect is in and where possible please include photos.  Email us at:   customer.service@settlegroup.org.uk  Call us on: 0330 343 0016   An emergency service is in operation outside of the above stated hours. Please see defects section of this guide to see what would be classed as an emergency.