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Date created: 6/18/2020

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Updated 29 May

Over the last few weeks a great deal of work has been carried out to ensure our full cleaning team can return to work safely. We’re still missing a couple of staff (not least because a couple of them are assisting us with Car Park Concierge duties) and they still aren’t working their regular hours (so they can get to and from work, safely). We are continuing to provide the following cleaning services below, with your assistance:

  • We will continue to complete your rubbish collection on Monday, Wednesday and Friday.
  • Rubbish collections continue to take up more than 50% longer than normal.
  • Please ensure any cardboard or packaging is collapsed/folded down as much as possible.
  • There will be no weekend cleaning or weekend rubbish collection anywhere on the estate.
  • If you are able, please take your boxes and packaging down to the bins to dispose of yourself, it would be appreciated. If you are not sure where these are, your local Car Park Concierge will direct you.​
  • Please ensure your rubbish bags are secured/tied up, as normal procedure.
  • If you are able, please take your boxes and packaging down to the bins to dispose of yourself, it would be appreciated. If you are not sure where these are, your local Car Park Concierge will direct you.
  • The City of London Fire Safety Advisor asks that you keep your rubbish within your property, until collection days – corridors are still a fire escape route.
  • Our staff will continue to focus on the touch points within the blocks. These include the entryphone, door handles and lift buttons.
  • Lifts are being cleaned.
  • Spot cleaning is being carried out. Vacuuming is being carried out.
  • Litter picking and sweeping has begun again on the podium area. Hand rails are also being focused on
  • The Podium cleaning machines are back in use.

Updated 24 April

Thank you for your patience and support through this extremely difficult and testing time. Whilst the Concierge team are working extremely hard providing their front line service the Estate Officers have also been working extremely hard, with many doing a considerable amount of additional hours and even coming onsite to work in the Car Park Offices themselves, to continue the services to you.

We are pleased to say that this hard work is coming to fruition with the following Car Parks returning to a full complement of staff and will be open 24/7:

  • Andrewes House Car Park
  • Breton House Car Park
  • Bunyan Court Car Park
  • Thomas More Car Park
  • Willoughby House Car Park

Speed House Car Park Box is operating between the hours of 7am and 7pm only

  • Parcels will only be available for delivery and collection between 7am and 7pm
  • The main carpark gate will be closed at 7pm
  • Key holding after 7pm will be via the Willouhby House Concierge

Defoe House Car Park Box will operate between the hours of 7am and 7pm only.

  • Parcels will only be available for delivery and collection between 7am and 7pm
  • Key holding will remain via the Shakespeare Tower Concierge

Please note there may be changes to the above at any point if staff become unwell or we receive alterations to guidance from Public Health England.

These FAQ have been altered slightly to stay current with the service

1. How many staff have you actually lost through Self-Isolation etc?
We have currently lost 25% of this team, further staff losses at any point are expected.

2. Why don't you get some more people in?
We have been in contact with the City Recruitment Agency and we will continue to recruit further staff, when available.

3. Is the closure of Speed & Defoe a permanent or temporary solution?
Temporary whilst we are in this situation. We are hopeful Defoe can return to a full service when team members return to work or we can recruit further staff. Unfortunately, the cycle of recruiting staff and those going off sick is continuous.
Directional signage has been provided to the nearest open Car Park Office.

4. If Speed is shut how do I get into the Car Park?
The gate on Silk Street has been pulled across and residents can still access through the gate via the pedestrian gate within it. Vehicles can access the Car Park by using the now opened gate (02 level) on the Willoughby ramp off Moor Lane.

5. Will the main gate for Defoe Car Park be pulled across and shut at night-time?
No, it cannot be shut due to the fact residents will still need to drive in & out of the Car Park.

6. What are the contact details for my block?
This all remains the same – The repairs team, your House Officer and your Concierge are all still available on the same landline telephone numbers.Contact the Barbican Estate Office for further details. The only exceptions are that Speed House Residents will need to contact the Willoughby Car Park Concierge (020 7029 3931), between the hours of 7pm and 7am.
Defoe House residents to the Shakespeare Concierge (020 7029 3927) between the hours of 7pm and 7am.

7. I’m really concerned about our security with the reduction of staff.
We have discussed these alterations with the City of London Police (CoLP), and they have informed us that due to the current national situation, crime rates are low and security breaches are less of a concern.

8. What about my food deliveries?
We advise all residents in the terrace blocks to organise any food deliveries to go via the Podium entry phone. The night staff will not be receiving food deliveries for residents within ANY block – Residents will need to specify delivery via the podium intercom and provide their own telephone numbers when ordering.

9. Do the Car Park Offices have cleaning materials and PPE?
Yes, they do. Officers have been working around the clock to secure extra supplies.

10. Is there an issue with my car insurance if the car park is not manned for some or all of the time?
Please refer to your insurer.

11. Do the emergency services and carers know how they can access residents?
For those locations where Car Parks are not open, directional signage is in place.

We have made considerable effort to continue to provide this service and we are doing the best we can given, the circumstances.

Thank you Barbican Estate Office

Updated 16 June

What we are doing

  • We have reduced service to reduce contact.
  • We are triaging all calls.
  • Health and Safety is our number one priority.
  • We will attend to Priority 0, 1 & 2 repairs inside properties until further notice.
  • Priority 3 and 4 repairs will be reviewed on a case by case basis. If your repair is not possible at this time, the Property Service Desk will make you aware.
  • We cannot guarantee we will be able to attend within the normal SLA target.
  • We will endeavour to do our best to continue with supporting our residents the best we can.
  • All communal repairs and repairs in unoccupied properties will be business as usual.

What we are not doing

  • Non urgent repairs within occupied properties that pose a high risk.

Before we attend, we need to ask you some extra questions

We will ask you

  • Whether you or a member of your household has come into contact with someone who has been affected with COVID-19.
  • Whether you or other people living in the property have been advised or chosen to self-isolate
  • Whether you or a member of you household is exhibiting symptoms like a fever (exceeding 37.80C), dry cough or difficulty breathing
  • If you answer yes to any of the above questions, we will explain that as a precaution, we will delay the appointment until any isolation period is over.
  • If it is an emergency repair and the tenant has answered yes to any of these questions, the enquiry will be escalated to a manager to decide on next steps on a case by case basis.
  • If we do attend, we will ask again if anyone is in voluntary self-isolation either due to being symptomatic or for self-protection.

When we have to enter your property

  • If our contractors or Property Services Officers have to enter your property, we ask that where possible, you clear a space to whatever it is we need to look at or repair before we arrive.
  • Ideally, if you can vacate the property for the duration of the visit and leave a contact number, we can ring you when the repair is complete.
  • We will let you know how long we anticipate the visit will be.
  • We ask that you leave the room we are working in and do not re-enter until told. For example, sit in your bedroom with the door closed or stand on your balcony. This is to protect you, as well as us.
  • Please ensure you take whatever necessities with you such as medication and your phone.

Please remember this is to protect our staff as well as you, the resident.

Thank you for your support at this time.

Please Note: When you contact the Repairs Service Desk your telephone calls will be recorded.

The City of London Corporation is a data controller, and processes personal data and special category data that you provide to the Repairs Service Desk, in accordance with the General Data Protection Regulation and the Data Protection Act 2018. We will only do this when we have a legal reason to do so. We will keep your personal data such as telephone calls for six weeks.

For full details of how and why we process your personal data and for information about your data protection rights, please refer to the full privacy notice, available at www.cityoflondon.gov.uk/privacy, or contact us to request a hard copy. Please direct all data protection queries to the Information Compliance Team at information.officer@cityoflondon.gov.uk

Repair Category

Priority 0 – Threat to life - Four hour response
Exposed electrical wiring in communal area. Broken glass in communal areas. Clearing blockages causing severe flooding. Repairing leaks causing severe flooding. A dangerous structure which could collapse. No electricity is a tenanted property or communal area. No lights in shared areas. No drinking water (mains). Smells of burning electrics. Security risk to building (where anyone can access the building due to locking mechanisms and unsecure doors)

Category 1 - Urgent Repairs - One day response
Necessitated by an imminent threat to the health, safety and security of residents, visitors or staff. This category includes such items as making safe any exposed electrical wiring or broken glass in communal areas, clearing blockages or repairing leaks that are causing flooding.

Category 2 – Intermediate Repairs - Three day response
Requiring attention to maintain the high standards of security, safety and comfort of residents, visitors and staff but which do not pose an imminent threat to health, safety nor security. This would include such items as repair or replacement of defective security equipment, repairs to entrance doors, etc. so long as these defects do not pose an imminent threat to the health, safety and security of residents, visitors or staff requiring attention to maintain the high standards of security, safety and comfort of residents, visitors and staff but which do not pose an imminent threat to health, safety nor security. This would include such items as repair or replacement of defective security equipment, repairs to entrance doors, etc. so long as these defects do not pose an imminent threat to the health, safety and security of residents, visitors or staff.

Category 3 - Non-urgent Repairs - Five working days response
Items or fittings not requiring an urgent response for health, safety or convenience reasons. Such as additional works following urgent repairs requiring components or materials to be ordered such as general carpentry or metal works.

Category 4 - Low priority - Twenty day Response
All other works such as cosmetic repairs to communal areas necessitated by wear and tear or repairs undertaken under other categories or those required to restore communal facilities to the recognised high amenity standards. These would include decorations necessitated by other repairs and routine maintenance tasks.