Frequently Asked Questions....with answers
You may find the answer to your questions here. If not, please contact us and we will be delighted to find the answer for you. If there is a situation that you feel isn't being addressed, then please let us know and we'll take it up for you. We'll then post it here for other RA residents to see.
Communications
Television and Satellite
Do we have to organise our own ariels and satellite dishes?
There are main ariels erected around the development so you don't need to install your own ariel. Each property should have an ariel point in order to receive terrestrial TV.
If you wish to pay for Satellite TV you will need to contact the provider and organise it with them. Please note that the leaseholder agreement that you signed when buying a property on the RA prevents you from erecting your own satellite dish. If you are renting, this may also be included in your Assured Shorthold Tenancy Agreement.
You need to be covered by a valid TV Licence if you watch or record TV as it's being broadcast. This includes the use of devices such as a computer, laptop, mobile phone or DVD/video recorder. Click here to get a TV Licence.
Cable
I would like to get Cable TV into my property.
The development has not been laid with any cable network and therefore it isn't possible to subscribe to Cable TV. If you don't wish to subscribe to Satellite, you will still be able to receive additional channels via FreeView TV.
Please remember that you need to be covered by a valid TV Licence if you watch or record TV as it's being broadcast. This includes the use of devices such as a computer, laptop, mobile phone or DVD/video recorder. Click here to get a TV Licence.
Apartment Block Entry Systems
How do we register a telephone number for the Entry System?
To get your entry system to work with a telephone or mobile number you will need to complete a form and return it to the Concierge. They charge £15 for this and it must be paid by cheque. This is normally completed within a week.
Complaints
Some common complaints. If yours isn't on here please use the link at the top to email us.
Dog Mess
What is being done about it?
All dog owners are supposed to register their dog with Rendall & Rittner. They are required to sign an agreement that states that they will clean up after their dogs.
It is a sad reality that some dog owners do not care that their dog's mess is causing a nuisance to others, that it is a potential health risk to small children and they obviously don't care about the cost for the estate team to clean up after them. Unfortunately the only way this problem can be addressed is if people see someone not cleaning up after their dog, to take a photo and send it to us. We will then forward to R&R and hopefully they can be identified by the document on file. This obviously assumes they are RA Residents and that they have registered their dog. At this point in time, nothing can be done about people who live off the development and allow their dogs to defacate on the development.
Alcohol Consumption in Public
I get nervous walking along the path at night as groups of people meet to drink. Can anything be done?
If you feel that a group of individuals are causing a nuisance along the walk path, whether they are drinking alcohol or not, you should contact the Concierge. They can then send a security guard to investigate.
The Royal Arsenal does not have a Designated Public Place Order (DPPO) in place, which gives the police some powers to stop people drinking in public places. Please let us know if this is a common occurence and we will raise it with the Estate Office.
Rubbish
Can we have more bins around the development?
There are several bins around the development but at certain times, for example in the summer, these can become full quicker than normal. We will monitor the amount of complaints about rubbish on the development and feed this to the Estate Office. Please let us know if there are any areas that have rubbish lying around or any bin that always seems to be full.
Picking up rubbish around the development costs money and this ultimately has to be paid by every leaseholder in their service charges. Therefore, if you see anyone dropping litter, you may want to politely ask them to pick it up. If you are renting a property on the RA this is equally a concern for you; if service charges are increased then rents are normally increased too.
Concierge
General Contact Details
How do I contact the Concierge?
The Concierge is based on Duke of Wellington Avenue in the same building as the Residents' Gym.
Telephone: 020 8317 5982
Concierge email: concierge15@royalarsenal.net
How can the Concierge help me?
How can the Concierge help me?
The Concierge can help you in many ways:
Holding of Keys - you can register a key with the Concierge and they will record who can automatically have access to the key on production of ID. You are also able to contact them to allow someone to pick up your key.
Please note: If you are authorising anyone to have a key, the key remains your responsibility at all times.
Safe place for parcels/mail - if you are expecting a parcel or mail and you are not in, most of the time the courier/delivery person will take it to the Concierge and advise you where it is. Similarly, you may leave parcels at the Concierge for people to pick up.
Please note: it is not the Concierge's responsibility to advise you that there is a parcel/mail with them. They do however, as a matter of courtesy, advise if something hasn't been collected after 3 days. Any parcels/mail left with them for collection remain your responsibility until they have been collected.
Disturbances
There are many types of disturbance within the development and here are the suggested ways to deal with them:
Dogs Barking
We are being disturbed by dogs barking and howling in the day and night
All owners who wish to keep a dog on the development must register the dog(s) with Rendall & Rittner. As part of this registration they sign to say that their dog will not cause a nuisance to neighbours.
If a dog is causing a nuisance then in the first instance you should contact the Concierge on 020 8317 5982. If the problem continues then you should email them at concierge15@royalarsenal.net. If the dog is registered with them and it is a privately owned house or apartment the Estate Office will send them a letter asking them to abide by the terms of keeping a dog on the development. If the dog comes from a Southern Housing Association house/apartment they will notify the Association so that they can address the complaint.
Should the problem persist with privately owned, rented or Southern Housing Association properties you are advised to raise a complaint with Greenwich Noise Team on 020 8854 8888. If it is out of hours keep on the phone (even though they say that that is for emergencies only) and you will be transferred to an operator. Once the complaint has been logged, they will send a letter to the offending address. If it persists and the Noise Team witness the nuisance, it could lead to the owner being prosecuted.
Music and Parties
Our neighbours are always playing loud music and having parties that go through the night, what can we do?
In the first instance you should contact the Concierge on 020 8317 5982 or email them at concierge15@royalarsenal.net. They should be able to send security around to the property to ask them to be more considerate to the neighbours. If the problems continues it is recommended to notify the Concierge. If the property is a privately owned house or apartment the Estate Office will send them a letter asking them to abide by the terms of their lease. If the property is a Southern Housing Association house/apartment they will notify the Association so they can address the complaint.
Should the problem persist with privately owned, rented or Southern Housing Association properties you are advised to raise a complaint with Greenwich Noise Team on 020 8854 8888. If it is out of hours keep on the phone (even though they say that that is for emergencies only) and you will be transferred to an operator. Once the complaint has been logged, they will send a letter to the offending address. If it persists and the Noise Team witness the nuisance, it could lead to the owner being prosecuted.
Excessive noise from children/adults
Can anything be done about the excessive noise from children playing outside our apartment/house?
We are all living in close proximity to each other and we need to be tolerant of noise from other people. However, in the same light, we all are entitled to come home and not be disturbed continually by loud noise, no matter where it is coming from. If you feel a noise is intolerable please contact the Concierge on 020 8317 5982 and lodge a complaint and they should be able to send a security officer to the area. No one wants to stop children playing (nor adults for that matter) but some consideration for others will make living in such close proximity to loads of people more pleasurable for everyone.
Parking
What the rules are with regard to parking on the development.
Apartments and Houses
Can we get more parking spaces?
Most apartments and the houses on Major Draper Street are sold with an allocated parking spot. The houses on Cadogan Road and Hastings Street all have drives and people on Hastings Street are also able to purchase a further space on Hastings Street.
If you need a further parking space, then keep an eye on the noticeboard on here as people often rent or sell their spaces.
Visitors
We have some friends visiting us, where should they park?
There are a few bays around the development that are reserved for temporary parking. To park in these bays you must have a valid "Temporary Parking Permit" displayed in the car. To get a permit you will need to get one from the Concierge on Duke of Wellington Avenue. They will need to include the car registration so don't forget to have that with you.
These permits are intended for short term usage only. If your visitors will be here for more than a day, then please contact the Concierge for alternative parking arrangements.
Please note: the issue of a permit does not guarantee that there will be a space available. If you are not able to park in any of the bays there is a Pay & Display car park to the west by the Waterfront Leisure Centre..
Contractors
We have some work being done on our home, where do the contractors park?
There are a few bays around the development that are reserved for temporary parking. To park in these bays you must have a valid "Temporary Parking Permit" displayed in their vehicle. The contractor will need to get a permit from the Concierge on Duke of Wellington Avenue. If you decide to get the permit for them, you will need know the registration number of their vehicle so that it can be included on the permit. These permits are issued on a daily basis, so they will need to get it renewed every day.
Please note: the issue of a permit does not guarantee that there will be a space available for your contractor. If a space is not available there is a Pay & Display car park by Waterfront Leisure Centre to the west of the development.
Rendall & Rittner
Rendall & Rittner are the Management Company.
Resident Intranet
Aren't Rendall & Rittner launching something like RARESE18?
We are aware that Rendall & Rittner are phasing a rollout of an intranet to enable residents to log issues with them and improve communications between both parties. This is excellent news for all residents.
What we are offering is more than just a place to communicate with Rendall & Rittner. In addition, as residents, we have a completely different perspective about living here than anyone who only works here. No perspective is better than the other; just different. We therefore see no reason why both Rendall & Rittner and RARESE18 can't work together to ensure that you, the resident, benefit.
We haven't heard about this intranet, why is that?
We understand that Rendall & Rittner are planning a phased rollout. When your building is due to go live they will invite you by letter. With this invite they will include a code that you can enter into their website and access all the information.