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 a 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 usually 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 by contacting our Service Centre.
Any new meters must be placed within the fire resistant cupboards and access must always be available for neighbours if it is shared.
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 then we will provide you with vouchers. 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?
If you are a tenant then we will deal with certain pests classified by environmental health as being a statutory nuisance. This includes mice, rats, cockroaches and pharaoh ants. We will also treat bed begs, but will not introduce proofing works against this kind of pest as they are introduced on clothing and possessions.
However our responsibilities do not usually cover wasps, bees, 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 flat we will carry out both prevention and eradication measures.
- If you are a tenant in a house we will carry out prevention measures only.
- 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 or shared owner.
- 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.
Contact our Service Centre if you wish to report any pests or discuss the matter further.
How can I get bulk refuse collected?
If you want to dispose of any bulk rubbish then your local council will be able to let you know what to do. You can usually find out the best way to get in touch by visiting www.gov.uk/recycling-collections and entering your postcode.
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?
With your permission someone can discuss most matters with us on your behalf, except those which are particularly sensitive, including anything relating to bank details.
You will need to provide a signed permission letter stating that you have allowed that person to speak with us on your behalf. An email will not be sufficient.
We may need to carry out additional checks for data protection purposes.
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 or a voided blank cheque, with the sort code and account number clearly visible).
This should be emailed to us at ResidentPayments@newlon.org.uk.
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.