🔑 Access & Security

 

​What happens if I lose my keys?

If you lose your keys, please report it to the main office as soon as possible. Our 24-hour on-site staff are available to help you gain access to your room and arrange a replacement set of keys.

• Replacement of key will apply a charge. 

• Please keep your keys safe and avoid lending them to others to maintain building security.

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Who do I contact after hours?

Support is available 24/7 at all properties. For urgent issues outside office hours, contact your location’s on-site security team on:

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• Hagley Road: 0121 429 1236

• Yardley: 0121 783 4607

• Aston: 0121 359 5953

⚠️ In case of emergency (fire, serious injury, crime), always call 999 first.

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💬 Support & Wellbeing

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Upon moving in, you’ll be introduced to a dedicated support worker who will assist you in settling comfortably and provide ongoing guidance. Your first meeting with your support worker will be arranged when you arrive. Support staff are available on-site five days a week during office hours.

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Weekly Support Meetings

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Weekly meetings with your support worker are required part of your tenancy . These sessions ensure you’re receiving the right support and that everything is progressing well. If your unable to attend a meeting , please notify your support worker in advance so this can be rearranged.

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🏠 Living in Your Space

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Decorating Policy to maintain property standards, permanent changes are not allowed.

This includes:

• Painting or wallpapering

• Installing shelves or fixtures

• Replacing flooring or appliances

 

You’re welcome to personalise your space with non-permanent decor like removable wall art or furniture, as long as it doesn’t cause damage.

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🧯 Fire Safety & Building Rules

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What happens during fire drills?

Fire drills may happen without notice. Please follow staff instructions and evacuate immediately when an alarm sounds.

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Can I use candles or incense?

No, open flames are strictly not allowed due to fire risk.

Are electric heaters or cookers allowed in rooms? Personal heaters, cookers, or similar appliances are not permitted.

All rooms are equipped with safe, suitable heating options.

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🔑 Room Inspections

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How often are rooms inspected?

Routine inspections take place regularly to ensure safety and cleanliness. You will always be given notice before a planned inspection.

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What are staff looking for during an inspection?

• Fire safety compliance

• Cleanliness and hygiene

• Signs of damage

• Any repairs needed

Inspections are not intrusive — they help keep you and the building safe.

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🐾Our Pet Policy

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To ensure a clean and peaceful environment, pets are not allowed. This helps:

• Keep common areas allergy-friendly

• Prevent property damage

• Minimise noise and disturbances

For service or assistance animals, please contact management — we’re happy to review requests in line with housing laws.

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💷 Fees & Charges

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How much is the weekly service charge?

The weekly service charge is £19.31. This covers shared area maintenance, cleaning, waste collection, and on-site support — helping ensure a safe and comfortable living environment for all residents.

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🔧Maintenance & Repairs

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For urgent repairs, contact the main office during working hours or speak with on site staff.​ Please provide as much detail as possible so we can resolve the issue quickly.​​​ 

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🚭 Smoking & Vaping

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What is the smoking policy?

Smoking and vaping are not allowed inside the property. Designated outdoor smoking areas are provided and must be used at all times.

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🗑️ Waste & Cleaning

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How do I dispose of rubbish?

• Please place all household rubbish in the designated outdoor bins.

• Do not leave rubbish in hallways or communal areas.

 

Who cleans the shared areas?

Communal spaces are cleaned regularly by staff. Residents are expected to maintain cleanliness in their own rooms, communal bathrooms and kitchens after use.

 

🎓 Additional Support Services

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Do you help with benefits, training, or employment?

Yes — support workers can help with:

• Universal Credit applications

• GP/health service sign-ups

• Education or training courses

• Employment programs

• Referrals to partner organisations

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Do you work with external agencies?

Yes, including Umbrella and other support organisations. We can connect you with additional specialist services if needed.

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🚫 Drugs, Alcohol & Anti-Social Behaviour

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 What is the policy on drugs and alcohol? 

Illegal drugs are strictly prohibited on-site. Alcohol misuse or behaviour that puts others at risk will lead to a review of your tenancy.

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What Happens If There Is Anti-Social Behaviour?

We operate a zero-tolerance approach. Incidents are investigated immediately and may result in warnings or tenancy action.

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🔔 Noise & Consideration for Others

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What are the quiet hours?

Residents are asked to keep noise minimal between 10pm and 7am, including music, TV, and conversations in communal areas.

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Can I play music in my room?

Yes, but please keep the volume reasonable and respectful at all times.