the collective acton - residents handbook
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the collectiveacton
welcome to your new home.
acton
Welcome to your new home at The Collective Acton!
We want to ensure that your time here is enjoyable and the
aim of this welcome pack is to help you integrate into The
Collective community. If there is anything we have missed
or you just fancy the personal touch please call Rad, your
concierge, who will be able to help. If during your stay
you have any suggestions as to how we can improve our
services – feedback is always greatly appreciated.
From time to time we will need to contact you. We find that
the most effective way to communicate with our residents
is by e-mail, so please do let us know if the e-mail address
or telephone number you have supplied us with at the
time of booking has changed.
t h e c o l l e c t i v e ac to n
accounts emergency services
+44 (0) 20 642 3770 Dial 999 for emergencies
Dial 101 for non-emergencies
To ensure that you settle in quickly at The
Collective Acton we recommend that you follow
the next steps:
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firs
t st
eps
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1. complete your inventory
Please ensure that you complete your inventory
and return it to reception within 24 hours of your
arrival / check in date. If we don’t get a completed
inventory signed and returned, we will consider
that you are happy with the condition of your
accommodation and that you have approved
the inventory. If you do not return your inventory
there will be no point of references if damages,
which you believed already existed, are noted
during inspections or when you come to check
out.
2. familiarise yourself with the building
Explore your En-suite or Studio, the on-site
facilities (communal kitchens, laundry room
and lounge area). Please take notice of the Fire
Alarm procedure which is located on the back of
your En-suite or Studio room door.
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3. get connected
There are three wireless routers located on
each floor, find your nearest one and connect to
it using the username and password displayed
next to the router.
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your
ac
com
mod
atio
n
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your address
19
(Your Room Number)
115 Gunnersbury Lane
Acton, London
W3 8HQ
areas
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communal lounge
The Lounge is an area where residents can socialise
and relax whilst dining and watching TV. After 10pm
and before 8am, please keep noise to a minimum in the
Communal Lounge and when returning to your room.
Please show consideration for other residents wishing to
use the Lounge by tidying after yourself.
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communal kitchens
Communal kitchens are for the sole us of occupants of
the designated en-suite rooms. We kindly ask that these
rooms are kept tidy for the courtesy of fellow users, and
care taken to ensure all appliances are switched off after
use.
courtyard
The Courtyards are for your enjoyment and are maintained
by The Collective, they are open for socializing between
08am and 11pm. Smoking is permitted in the courtyards
as are BBQs in the courtyards but please keep these
well away from the building or outdoor furniture as they
present a fire risk.
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laundry
There are three washing machines and three driers
located within the laundry room on the ground floor.
Instructions for there use can be found within the laundry
room on the walls.
general info
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check-in / check-out
You may check in to your room at any time between 9am
– 5pm. If you will be arriving at any other time, please
inform us well in advance and we will endeavor to
arrange for the concierge to meet and assist you.
Tenants must checkout by 11am on day of departure.
A member of staff will carry out a room inspection and
collect your keys.
keys
You will be supplied with a key fob for the entry door and
a key card for your individual room. In the event that you
lose your keys, please contact your concierge.
The cost for replacement keys are:
• Room - £10
• Front Door - £15
internet
guests
There are three wireless routers located on each
floor, find your nearest one and connect to it using the
username and password displayed next to the router.
Guests are very welcome in The Collective Acton. If
guests will be staying for more than two nights, please
speak to the concierge.
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cleaning & linen
Your room will be professionally cleaned once a week.
This also includes changing the bed linen in your room
(sheets, duvet cover, pillow cases).
You are allowed to use your own bed linen, but please
note, this will not be laundered or changed by our cleaner.
Only The Collective Acton linen will be laundered and
changed.
The cleaner will enter your room from 9am on the
following days:
Rooms 1-8 Monday
Rooms 9-18 Tuesday
Rooms 19-27 Wednesday
Rooms 28-35 Thursday
Rooms 36-43 Friday
If you do not wish the cleaner to enter your room, please
notify your concierge in advance.
bins
bicycle storage
There are four bins (three for general waste and one for mixed recyclables) located in the front courtyard. Please ensure that you take your waste out and place it in the
correct bin. The council empty the bins every Tuesday.
There are 18 bike racks located in the front courtyard
which are free to use. We recommend that you use a
gold standard D-lock.
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decorations
Please do not make any alterations to your room without
permission from The Collective. This includes painting,
decorating, use of nails, blue-tack etc.
Furniture (except beds) maybe added, but must be
removed when the tenancy ends.
pets
No animals (other than registered guide dogs) are
allowed at The Collective Acton at anytime.
Please report any faults or damages to your room or to a
communal area to reception in person, via telephone or
email. Telephone: +44 (0) 7740 740 072 Email: rahmed@
thecollective.co.uk
Repairs are dealt with using a prioritised system. When
we receive damage reports; emergency faults (e.g. a
burst pipe) will be attended to before minor faults (e.g.
a failed light bulb). If you report a fault, we will assume
that you have given permission for authorised personnel
to enter your Studio to investigate and carry out any
necessary repairs. We will leave a calling card to let
you know that we have entered your studio – and if we
are unable to repair your fault upon the first visit, we will
keep you updated on the repair status.
Routine services are conducted between 9am and 7pm,
Mon - Fri. The concierge is on-call 24 hours a day in the
event of emergencies.
maintenance
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security
The site has a secure door entry system and is monitored
with CCTV. The site staffed from 7am until 7pm, Monday
to Friday. If your key fob is lost or stolen please inform
Concierge immediately. For everyone’s safety, please
don’t let anyone that you do not recognise tailgate you
through the secure building entrance.
tv license
If you are bringing a television or intend to watch
programmes through your computer, tablet or
smartphone, you will need to purchase a separate
television licence on arrival. Please note that you will not
be covered by a licence for your home address and if
you are caught without one the fine may be in excess
of £1,000.
code of conduct
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We want your time at The Collective Acton to be one to
remember for the right reasons. We aim to maintain a safe,
secure and pleasant community for all. Behaviour that falls
under the following categories will not be tolerated:
• Conduct which constitutes a criminal offence e.g. assault, theft or deception
• Violent, indecent, disorderly, threatening or intimidating behaviour or language towards residents, your guests, visitors or members of staff
• Sexual, racial or any other form of harassment or discrimination
• Misuse, misappropriation, theft or damage of property
• Abusive or anti-social behaviour, inconsiderate noise, criminal damage to private property
• Behaviour that is likely to cause injury or impair the health and safety of others
• Any illegal/criminal conduct
• Aiding, abetting, inciting or cooperating with another person in violation of a policy. This includes being in the presence of a policy violation and not removing yourself from the situation, whether actively participating in the violation or not
• Acts or omissions of residents and/or guests which have an adverse effect on the health and safety of others
• Endangerment to self, others or to property, including any action which, as a result, did or could have endangered the safety or property of others
• Harassment, coercing, intimidating or demeaning conduct to others
• Physical and/or mental abuse
• The use of firearms, weapons, ammunition, explosive devices or fireworks
• Deception, fraud and misuse of documents
• Unauthorised possession or duplication of keys, key fobs, and/or the distribution of such to others
PROHIBITED CONDUCT
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• Interfering with the response of officials to emergency calls
• Unauthorised removal, use or possession of property belonging to others
• Destruction or damage to property belonging to others
• Allowing any object at any time to drop from a window or through a ventilation grate
• Misuse of fire fighting appliances
• The following items are not permitted for use at The Collective Acton, if you are found to be using the following you will incur a penalty charge of £25 which will be added to your next rent payment: candles, shisha pipes, incense burners, oil burners, deep fat fryers, chip pans, any items which produce a naked flame, portable heaters (i.e. oil filled, electric, gas, etc), smoking.
complaints
Below are the steps involved if you wish to raise a formal
complaint:
• Contact us by e-mail
• You may be asked for further details if and when required in order to progress your complaint
• Your complaint will be acknowledged via email within 2 working days
• Following acknowledgement, the complaint will be fully investigated within 10 working days. If the complaint should take longer, you will be duly informed of the investigation status
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damage policy
Please expect our Concierge to carry out room
inspections every 4 months during your stay and we will
re-inspect your room when you check out. A minimum
of 24 hours notice will be given to all residents before
any inspection. Any damage found to your room will
be investigated and you will be notified of any costs
incurred by email. You are entitled to 7 days to dispute
any costs after which the charges will be deducted from
your deposit and you will be invoiced for any charges in
excess of this amount.
smoking policy
All rooms, communal or private are non-smoking areas.
Smoking is only permitted in the designated smoking
areas outside the property. All cigarette ends must be
placed in the cigarette bins provided.
fire policy
In the event of a Fire, the site operates a ‘Stay Put’ policy
meaning that unless the fire is in your room you should
not evacuate the building. The Fire Brigade should be
called by dialling 999 and when they are on site they
will decide if other areas of the building need evacuating.
(For further guidance, please refer to the Fire Escape
Plan’s on the back of your bedroom door).
The Fire Assembly point is located on Gunnersbury
Avenue outside the Nisa Local.
Fire Alarm testing will take place every Wednesday at
2pm.
green policy
The site has a secure door entry system and is monitored
with CCTV. The site staffed from 7am until 7pm, Monday
to Friday. If your key fob is lost or stolen please inform
Concierge immediately. For everyone’s safety, please
don’t let anyone that you do not recognise tailgate you
through the secure building entrance.
noise policy
If you are bringing a television or intend to watch
programmes through your computer, tablet or
smartphone, you will need to purchase a separate
television licence on arrival. Please note that you will not
be covered by a licence for your home address and if
you are caught without one the fine may be in excess
of £1,000.
supermarket medical centre
gym
Nisa Convenience store – on
Gunnersbury Lane at entrance
to the site
Sainsbury’s Local - 15-16 The
Broadway, London W3 8HR
Morrisons - King St, Acton,
London W3 9LA
122 Gunnersbury Lane,
London W3 9BA
Pure Gym - 283 High St,
Acton, London W3 9QU
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restaurants
Pizza X Drink - The Broadway,
London W3 8HR
Casereccio - The Broadway,
London W3 8HR
Nando’s - 1-2 Uxbridge Road,
London W5 3NU
Jungles Cafe - 6 Central
Parade, London W3 8HL
The Apple Tree - 2 Station
Parade, London W3 8HN
WP Fish & Chips - 5 The
Broadway, London W3 8HR
dry cleaners hairdresser
cab service
Dry Cleaners – 5 Horn Lane,
London W3 9NJ
Churchill Radio Cars - 3 Acton
Town Station, London W3
+44 (0)20 8993 0911
Emilia Hair Studio - Central
Parade, Gunnersbury Lane,
London W3 8HL
Adams Richard - 11 Park
Parade, London W3 9BD
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other collective spaces
POP Brixton – 49 Brixton
Road, London SW9 8PQ
The Den - Working, networking
space - 14 Bedford Square,
London WC1B 3JA
The Doughnut Factory -
Working, networking space -
Warple Mews, London W3 0RF
There are numerous other
bars and restaurants within a
5 to 10 minute walk on Acton
High Street. Hammersmith
is also served with a wealth
of bars and restaurants and
is just one stop east on the
Piccadilly Line.
www.thecollect ive .co.uk