Common requests from residents
I’ve forgotten the password for my online rent statement.
If you have lost or forgotten the password required to access your online rent statement, you will need to call the Service Centre. They will go through security checks with you to confirm your identity, then they will provide you with your password. You can call the Service Centre on 020 7613 8080.
How can I access my meter?
If you require access to your meter please contact the Service Centre by emailing firstname.lastname@example.org. If a Fire Brigade key is required it is your responsibility to contact an independent locksmith and purchase one. If the Concierge are required for access you will be informed when they will be next on site and able to help.
Alternatively the Concierge are able to read the meter and provide you with your meter reading.
We may be unaware where the meter is located. In this instance you will need to contact your energy supplier to determine where it is.
Can I get a copy of my meter cupboard key?
We do not keep or provide copies of residents’ meter keys. Often you will need a special type of key called an FB (Fire Brigade) key. We may be able to tell you where you can get one or your neighbour may have a copy. In order to get a new set of keys you will need to contact an independent locksmith. You are responsible for any costs.
How can I change a key meter to a credit meter?
In order to change your key meter to a credit meter you need to contact your energy supplier. We will have no objections as long as there are no costs involved for Newlon and there will be no damage to the property caused by any works. However, you should still inform us in advance.
Any new meters must be placed within the fire resistant cupboards and access must always be available for neighbours if it is shared.
We recommend using uSwitch (www.uswitch.com) to ensure you get best value for money. Our community regeneration partner, Newlon Fusion, are also able to arrange a free home energy assessment should you require it. They can be contacted on 020 7033 4605.
Can I get a copy of my letterbox key?
We do not keep or provide copies of residents’ letter box keys. In order to get a new set of keys you will need to contact an independent locksmith. You are responsible for any costs.
Can I get a copy of my window key?
We do not keep or provide copies of residents’ window keys. In order to receive a new set of keys you will need to contact an independent locksmith. You are responsible for any costs.
How can I get the vehicle gate code?
If you require a vehicle gate code please contact the Service Centre or email email@example.com. If you are allowed to have the vehicle gate code, and pass the security checks, the code can either be given to you over the phone or by post.
How can I apply to make home improvements?
Newlon residents are able to make home improvements under certain conditions.
If you have an Assured or Secure tenancy then you are eligible to make improvements provided you meet our criteria and have permission from us. In order to apply to make improvements you must complete a home improvement request form.
You will be asked to pay a £50 administration fee. Once the application has been submitted we will aim to process it within 10 working days. All communications will be made to you via email. Please do not undertake works before seeking approval.
If you are a Leaseholder or Shared Owner you do not need to inform us for improvements such as kitchen or bathroom replacements. However if your improvements are structural – such as knocking down walls, or changing doors and windows – then you should seek our permission.
If you want to make changes to the floor – such as putting down laminate flooring – then you should check your lease to see if it states that you are allowed to do so. If it does then you can do so without our permission. If your lease does not state that you can, then you will need to contact us.
Find out more and apply for permission by contacting firstname.lastname@example.org.
How can I find out about receiving a decoration allowance?
When you move into your new home you may be eligible for an allowance to help decorate it. If you are eligible for an allowance we will provide you with vouchers which can be redeemed in B&Q. These can be used on items such as paint and paint brushes. You will be unable to use the vouchers on items not required for decorating purposes.
What do I do if I want to make aids and adaptations to my home?
If you feel you require aids and adaptations to your home to improve your living conditions please contact our Service Centre or email email@example.com. If works are straightforward, such as grab-rails, hand-rails or bathroom and kitchen lever taps, we will do the works. Where the works are more complex an occupational therapist will most likely visit you. We will carry out works up to the value of £1,500. If it is over that value then you will need to apply for a Disabilities Facilities Grant. This is subject to certain conditions being met.
Will you deal with pests in my property?
We deal with certain pests classified by environmental health as being a statutory nuisance, which include mice, rats, cockroaches and pharaoh ants.
This does not include wasps, bees, bed bugs, garden ants, moths or foxes.
If you have pests in your property we will normally tackle the problem as follows:
- If you are a tenant in a house we will carry out prevention measures only.
- If you are a tenant in a flat we will carry out both prevention and eradication measures.
- If you are a tenant in a house and are classed as vulnerable – for example you are elderly or have a disability – we may carry out prevention and eradication measures.
- If you are a tenant in a house and a number of adjacent houses are infested, we may carry out prevention and eradication measures.
- If you are a tenant in a house and disrepair contributed to the infestation, we will carry out prevention and eradication measures.
However, we will not take action in instances where it is not our responsibility, which are as follows:
- If the pest infestation is outside, such as in the garden or street.
- If you are a Leaseholder.
- If the property is leased to a third party.
Please note that we will not treat bees nests, unless it is in an inaccessible place or there is a serious health and safety concern. However the British Beekeepers Association may be able to assist. To contact them go to www.bbka.org.uk/swarm.
How can I get bulk refuse collected?
You local council will be able to let you know what to do about any bulk refuse you have. Please go to www.gov.uk/recycling-collections and enter your postcode to find out who to contact.
How do I get a replacement entry fob?
If you need a replacement entry fob you please contact the Service Centre on 020 7613 8080 or firstname.lastname@example.org, who will give you further instructions.
Can someone discuss queries or issues I have on my behalf?
Yes – for most queries, except the most sensitive.
If you want someone to discuss matters on your behalf we would need to have a permission letter from you. It should state that you, as the tenant, has allowed that person to do so. Please make sure you sign it.
An e-mail will not be sufficient.
We are happy to discuss all areas of your files but we will not disclose bank details.
How do I get a refund if I am in credit on my rent account?
If you are a current or former tenant and you want a refund of a credit balance on your rent account, then you will need to put this request in writing to us with evidence of your bank details (a copy of a bank statement, a copy of a bank card, or a voided blank cheque). This can be e-mailed to us.
If you are a current tenant then we will retain one week’s rent credit on your account, as your tenancy conditions state that you must pay one week’s rent in advance.