Back to main site
My Account
Complaints performance
We set targets for the performance of our complains process.
Garden and communal areas
Please cooperate with your fellow residents to keep all communal areas clean, tidy and uncluttered. Brunelcare will undertake work to keep shared spaces and communal gardens in a clean and cultivated condition.
Residents are reminded that all Brunelcare premises, including internal communal areas and shared spaces are designated as smoke-free and smoking should only take place in your own home or away from the building
Your garden
We understand that residents want to enjoy communal gardens or their own private gardens and we know that tenants like to support the wildlife on the scheme/site or
home. Please can we ask that feeding wildlife is done with care and consideration. Tenants must not use domestic food waste to feed birds as this is likely to cause nuisance and could cause a vermin or pest problem. Please use appropriate feeders and remove any uneaten food regularly
Please feel free to use the benches and seat areas within the garden, and please remember to treat other residents with respect if they are using this area at the same time as you.
Before adding anything into the communal gardens such as plats, shrubs or storage containers, please contact Brunelcare to seek permission.
On some Brunelcare sites we have introduced a rewilding area within the communal garden to encourage bees, dragon flies and other small species.
Communal lounges and kitchens
If your site has the use of a communal lounge and kitchen, we encourage you to use this space to prevent loneliness and social isolation. Residnents are welcome to use this space for social activities such as bingo, coffee mornings/afternoons, celebrations and events. Please use these spaces responsibility and ensure that these areas are left clean and tidy.
Communal lounges normally consist of communal furniture and a computer that can be used by residents. Brunelcare is committed to improving residents’ access to digital services and to be more digitally included.
Communal kitchens normally consist of cutlery, plates, a microwave, kettle, oven and small fridge. These can be used by residents for a short period of time if they do not have access to kitchen appliances within their own home. These areas can also be used for food preparation for coffee mornings/afternoons, celebrations or events. Please ensure that the kitchen is left clean, tidy and be aware that Brunelcare takes no responsibility for any personal items that are left or stored within the kitchen, kitchen cupboards or the fridge.
Communal laundries
Most tenants will have the use of a communal laundry room mainly because the installation of individual washing machines within homes is not permitted. The laundry room normally consists of washing machines and tumble dryers.
Shared laundries are only for use by tenants living on your site, or tenants’ carers. You must not allow other people to use your laundry or undertake washing for people who do not live on your site.
Most laundries have opening and closing times to prevent nuisance or disturbance of neighbours who may live above or next to the laundry room. The usual operating times for the laundry are 8am to 8pm, however this may vary depending on the size of your site, location of the laundry room and the number of machines available.
In some flats, the laundry is operated by using allocated wash times. If your laundry is one of these, please speak with a member of the Housing Team when you move in to arrange a time slot. You should only use the laundry during your fixed time slot. On the weekends most laundries are run on ‘first come, first service basis, if there is not an existing arrangement for time slots/wash times.
Please do not overrun your time slot as this will leave other tenants without enough time to do their laundry. If you need additional time slots please speak to a member of the Housing Team to arrange this. Please leave the laundry clean and tidy at the end of your slot
When using the laundry please:
- Do not prop open the laundry door – this is considered a fire risk and could be a breach of the tenancy agreement.
- Do not overload the machines with rugs or mats – this may cause damage to the machine and result in them breaking down.
- Ensure that you wipe the washing machine rubber, remove any lint from the dryers and leave the laundry room in a clean and tidy condition.
The machines are used by everyone so please be considerate to the next person that has to use the machines after you.
Brunelcare will not accept any responsibility for any loss or damage to any item of laundry or personal belongings, no matter how it was caused.
Guest rooms
Guest Rooms are for the use of family and friends of residents. There is a small charge per night for the use of the guest room and any money collected is given back to residents on a given site as income within their service charges. Some of the guest rooms are en-suite and others will have neighbouring bathroom or shower facilities. Guests will have access to the communal kitchen and communal lounge.
Continuous use of the Guest Room by the same guest(s) should normally be restricted to a maximum of 14 days.
Guest rooms are used on the understanding that the guest may be asked to vacate the room at short notice in an emergency, such as a tenant requires family to stay overnight to provide additional care whilst they are unwell
To book a Guest Room, please speak with a member of the Housing Team to check availability and the current charge.
Shared areas, corridors and stairway entrances
In all common areas, residents are encouraged to keep corridors, stairways, lifts and entrances free from obstruction. Brunelcare has a clear corridor policy and any items found to be causing an obstruction or which is raised as a hazard as part of Fire Risk Assessment will be removed. The resident whose items have been removed may be charged for the removal and return of these items. It may be considered a breach of tenancy and further legal action may follow if a resident persistently causes an obstruction or ignores reasonable warning to stop.
All works relating to maintenance, cleaning or servicing of communal areas and the door entry system are recovered via your service charges. This includes window cleaning, external glazing of doors, gutter clearance and bin storage area cleaning.
