6

Resident
Handbook
KENT COURT

MANAGED BY GREYSTAR
 WELCOME
This handbook offers you information
about your home and your local
neighbourhood, including contacts
that you may find useful.
CONTENTS
SECTION ONE: WELCOME TO CHARTER PLACE

6 Your team
6 Local authority
7 Local neighbourhood
7 Travel plan
8 Map of area
9 Key home features
9 Inventory
9 Non-discrimination statement

SECTION TWO: MOVING-IN

10 Entering the building

11 Communal areas
12 Balconies
12 Refuse & recycling
12 CCTV
12 Parking
12 Car Club
13 Cycling, cycling storage & tagging policy
13 Emergency repairs
13 Meter cupboard
14 Utilities
14 Telephone & fibre optic broadband

SECTION THREE: LIVING HERE

15 Condition & care of your apartment & common areas

15 Noise policy
15 Guest policy
15 Smoking policy
15 Being green & energy efficient
16 Windows & doors
16 General safety tips
16 Fire safety & prevention

SECTION FOUR: HOUSEKEEPING

18 Your apartment
18 Periodic property inspection
18 Maintenance
SECTION FIVE: APPLIANCES MANUAL

19 Access & security

20 Heating, hot water & comfort cooling
21 Electrical
23 Telephone & broadband cabling
23 Energy saving tips
24 Acclimatisation
24 Ventilation
26 Water services
27 Energy rating
27 Looking after your home
30 Bathroom

SECTION SIX: YOUR CONTRACT

31 Key clauses
31 Moving out at the end of your tenancy
31 Insurance

SECTION SEVEN: USEFUL CONTACTS

32 Charter place team

32 Public service contact numbers
32 Local services & helplines
32 Local doctors
32 Local dentists
32 Post office
32 Library
32 Police station
32 Social channels
32 Reviews
 6
SECTION ONE
WELCOME TO CHARTER PLACE
We’re delighted you have chosen to
live with us, and we look forward to
welcoming you to your new home.
We have put together this guide to help
you settle in and make the most of your
new surroundings. We also recommend
that you check your resident portal
regularly for updates about Charter
Place. For any additional questions or for
day-to-day management related queries,
please don’t hesitate to ask your onsite
team, who are always happy to help.
YOUR TEAM
At Charter Place, we know how
important it is to have someone who’s
always there to help – that’s why
we have a dedicated management
team who will be with you from day
one. From the start of your letting
journey to the day of moving in, and
throughout the length of your tenancy,
you will be in contact with the same
team of professionals, constantly and
consistently providing you with excellent
customer service.
Your Charter Place team will take care of
any issues related to the internal parts of
your apartment including, but not limited
to maintenance requests, questions
about your tenancy agreement, parking,
cleaning and housekeeping, etc. There
will always be somebody in the building
who can help you.
The team is responsible for the day to
day running of the internal communal
areas including the estimation and
collection of service charges and ground
rent. They maintain and repair:
- Internal communal areas
- Door entry system(s)
- Lifts
- Fire alarms
- CCTV
- Courtyard
For direct email contact:
team@mycharterplace.co.uk
LOCAL AUTHORITY
London Borough of Hounslow
Hounslow House
7 Bath Road
Hounslow
TW3 3EB
Telephone No: 020 8583 4242
Website: hounslow.gov.uk
 7
LOCAL NEIGHBOURHOOD
Charter Place is located within walking
distance of Hounslow East Underground
station, which is on the Piccadilly line.
It is also 40 minutes from Victoria
and 45 minutes from Waterloo. For
airports, travel time to Heathrow is
approximately 15 minutes.
Buses
Your closest bus station is on Kingsley
Road (Stop EE). For more information
on these routes, please visit tfl.gov.uk/
maps/bus.
Trains
Your home at Charter Place is near a
number of London Underground and
Overground stations.
The closest stations to your home are
Hounslow East Underground station,
Hounslow Railway Station and Isleworth
Railway Station.
For information on the routes these
stations serve, please visit tfl.gov.uk/
plan-a-journey.
Taxis
We recommend that you book your taxi
cab or private hire vehicle in advance
with a trusted operator. It is advised
not get into a private hire vehicle if you
haven’t booked it.
If you would like a short-term rental
vehicle, it’s likely that there is a ZipCar for
hire near your home. Please speak to your
property manager about this service.
TRAVEL PLAN
Your Charter Place team will provide
you with a travel plan document. This
is a strategy designed to encourage
sustainable travel. It establishes targets
for reducing travel by private car and
identifies a package of measures to
encourage sustainable travel. A travel
plan has wide reaching benefits – to
the individual, through improved health
and cost saving, to the community by
increasing sustainability and to the
environment, by reducing air and noise
pollution. All you need to do is think
twice about getting into your car; is
there an alternative method of travel
that you could use?
Mobile phone apps to simplify
transportation:
- City Mapper
- TFL
- Tube Map London Underground
- National Rail
- Busmapper
- Uber
Additional apps to help you find things
to do in the city:
- Like a Local
- Open Table
- AroundMe
- FourSquare
- YPlan
- Time Out
- Fever
 8

National Cycle Network London Cycle Guide

The National Cycle Network, an initiative To better understand the available
developed to encourage cycling cycling routes throughout London, you
throughout the UK, offer three routes may order a free cycle guide from TfL.
through London: the NCR 1 (Dover to
Shetland), NCR 4 (London to Fishguard) You can find these guides throughout
and NCR 21 (Greenwich to Pevensey). cycle stores across Greater London or you
can order one online by visiting tfl.gov.uk
To find out more about the National Cycle
Network, please visit sustrans.org.uk

MAP OF AREA

CENTRAL LONDON (VICTORIA)

40 mins
Lampton
Park
Alexandra
D

Primary
NR

K
School AL
TO

W Spring Grove
MP

Primary
E
LA

UT
IN
5M

RD
HOUNSLOW EAST N
DO
200m LO
N
KIN
GS

HEATHROW
LEY

15 mins The Kingsley

RD

Hounslow Academy
Central
Asda
The Gym D
Thornbury
NR Park
DO
Bus LON
LAMPTO

Garage
Anytime
N RD

BRID

Fitness
BULSTRODE RD Oak Heights PEARS RD
GE

School
RD

BATH RD ST RD
HIGH TH
OR
NW
HA
Aldi The Treaty
Centre
Inwood
Park
ES RD VE RD
STAIN GRO
RD
TH
OR
NW
HA
 9
KEY HOME FEATURES
Here is a quick tour of the features to
help you settle in.
TV Licence
If you wish to watch live TV, you’ll need
a TV licence. You can get one at the Post
Office or online at tvlicensing.co.uk.
Failure to have a valid licence for your
flat can result in a heavy fine.
The walls in your apartment are not
designed to support a TV. Please do not
attempt to affix your television to the
walls.
Heating & Domestic Hot Water
Your apartment is provided with heating
and hot water from a communal
heating system. This is delivered to
your property by a Heat Interface Unit
(HIU) located within your apartment.
Your heating will be billed by the Energy
Supply Company Switch2 based on
actual readings from the G6 meter in
your apartment.
Electricity
Your apartment electricity meter is
located in the utility cupboard just
above the consumer unit. This meter
solely identifies electrical consumption
with the actual energy consumption for
the dwelling being read via the G6 unit.
INVENTORY
Our team have inspected your new
home prior to your arrival, and on
the day you receive keys you will be
provided with an inventory. This is a
document that lists all the items in your
apartment. We will then accompany you
to your apartment, where we will ensure
all furnishings and fittings are to a high
standard and in working order. You will
then sign the inventory document and
we shall refer back to check any defects
upon your departure.
NON-DISCRIMINATION STATEMENT
Charter Place is managed by Greystar®
Europe Holdings Ltd. We strive to treat
each resident with dignity, integrity
and without judgment. Greystar is
committed to ensuring compliance
with all local equality laws. Greystar
subscribes to a universal policy for the
achievement of equal opportunities and
no person will be discriminated against
because of race, colour, age, religion
or belief, ethnic or national origin,
sex, marital status, disability, sexual
orientation, gender identity or any other
local laws protecting specific classes.
 10
SECTION TWO
MOVING-IN
ENTERING THE BUILDING
Once you’re ready to move in, you will
be given a set of keys, and a car park fob
(if applicable) to access the building.
If you lose your keys or car park fob
or would like to request an additional
device, please speak to your Charter
Place team.
We appreciate that it can be stressful
moving into your new apartment. Here’s
a handy checklist to make your moving
experience easier.
• Contact water and electricity
suppliers to setup or change your
utilities accounts.
• Arrange contents insurance for your
personal belongings. Buildings
insurance is already set up for your
home.
• Redirect your mail from your previous
address. Please contact the local post
office for advice.
• Remember to tell your doctor, dentist,
bank, employer/school and the DVLA
your new address.
• If you qualify to vote and you are
not registered to vote at your
current address, you will need to
apply to register. You only need to
register once - you do not need to
register separately for every election.
To register please go to
gov.uk/register-to-vote to
complete a voter registration
application, it will only take a few
minutes. If you have any questions
regarding registering to vote,
please email:
elections@hounslow.gov.uk
Locked Out
If you lock yourself out of your
apartment between the hours of 8am
and 6pm Monday to Friday, please call a
Charter Place team member and request
a key to re-gain access to your flat.
Please note that if you are locked out of
your apartment outside of office hours,
you will need to arrange a locksmith at
your own cost and the management will
require a key to the new lock. There is a
replacement key charge.
 11
COMMUNAL AREAS
Courtyard Garden
Charter Place offers a landscaped
communal garden. To ensure the safety
and enjoyment of all residents, we ask
that visitors follow these rules:
• Children should be supervised by an
adult at all times
• Barbeques are not permitted
• Please be considerate of your
neighbours: noise should not exceed a
reasonable level
• Smoking is not permitted in the
Courtyard garden
Passenger Lifts
Please do not hold the doors open as
this will damage the operations of the
lift. If you do need to have the doors
held open (for example, if you are
moving) please advise the Charter Place
team, who will be able to assist you.
These lifts are designed for passenger
use and shouldn’t be used to transport
any heavy materials.
If you experience a fault with the lift,
please inform the Charter Place team.
In the unlikely event that you are inside
the lift during a fault, you are able to use
the emergency button to contact the lift
repair contractor.
The auto dialler in the lift will dial the lift
company’s 24-hour service centre and a
voice link will open to allow the person
in the call centre to communicate with
the passenger/s and take the necessary
action. Please be aware, for health and
safety reasons, smoking is not permitted
inside the lifts nor are lifts to be used in
the event of a fire.
Post
Post will be delivered to your secure
post-box in the ground floor of your
apartment block.
Cycle Store
Please leave your bicycles securely
locked within the racks located on the
ground floor adjacent to the bin store.
Window Cleaning
The window cleaning will be carried
out bi-annually externally by a Greystar
nominated contractor.
Resident’s Lounge
Our resident’s lounge is open for
everyone to enjoy. To make sure
it remains a relaxing and pleasant
amenity, please make sure to clear away
your rubbish after you, and replace any
books/games you use.
If you note any problems with noise or
cleanliness, please do inform a member
of the Charter Place team.
Gym
The gym is an exclusive environment for
residents only and resident visitors,
with the latest in gym equipment. For
your convenience, the gym is open 24
hours a day, 7 days a week. Please note
that you will be required to complete a
gym Induction Form in order to access
and utilize the gym. You are welcome
to bring one guest per apartment but
please speak to the Charter Place team
first regarding access.
 12
BALCONIES
Feel free to place tables, chairs and plants
on your balcony (this does not include
window boxes). The wind can be quite
strong on the higher floors, so please
do ensure everything is fully secured. It
is important to note that, any damage
or injury that occurs as a result of falling
materials from your property will result in
your personal liability.
For the benefit of all, please do use
discretion in considering the visual impact
of any items on your balcony, ensuring
they cause no obstruction or nuisance to
your neighbours.
The following items are strictly prohibited
for use or storage on your balcony:
barbeques and gas heaters, bicycles,
satellite dishes and external antennae,
external lighting or bamboo-type
screening, storage boxes or any items of
an excessive weight.
Please be sure not to throw cigarette butts
or any other material from your property.
REFUSE & RECYCLING
Please take your rubbish and recycling
to the communal bin store, or bin chute
for your block which was shown to you
on your induction.
Please place refuse and recycling in the
correct bin. Bag and tie your general
waste securely in a black bin liner.
For hygiene and fire safety reasons
don’t leave it anywhere else on the
development, including next to the bin
or outside your apartment.
Any refuse management issues should
be raised with the Charter Place team.
CCTV
Closed-circuit television (CCTV) is used
at Charter Place.
In the event of any criminal or antisocial
behaviour, this footage will be made
available to the police.
PARKING
A limited number of allocated parking
spaces are available for residents in the
basement car park. To rent a parking
space, please speak to your property
manager.
When using parking, please properly
adhere to all signage located in the car
park and do not attempt to park in a
space allocated to another resident.
Any disregard for these rules puts the
car owner at risk of a fine.
CAR CLUB
We’ve teamed up with Enterprise UK to
offer Charter Place residents 1 years free
membership, £50 driving credit and 5%
off! To find out more about this offer,
please speak to your property manager.
 13
CYCLING & CYCLING STORAGE
Bicycles can be stored in designated cycle
stores on ground floors. Access is gained
by a fob. You will need to secure your
bicycle/s with your own padlock or chain.
Please note that Charter Place cannot
be held responsible for loss or damage
to your bike, and residents must procure
their own locking devices.
There are many local cycling routes. For
more information on local cycle routes,
please visit tfl.gov.uk
You are able to rent a bike locally
through Santander Cycles, a TFL
initiative to encourage convenient
bicycle use throughout London. For
more information on Santander Cycles,
please visit tfl.gov.uk
Please be aware that it is not permitted
for residents to store bicycles on their
balcony.
EMERGENCY REPAIRS
At Charter Place there is an onsite
dedicated Maintenance Technician
within working hours. Outside of these
hours, for issues requiring emergency
assistance, please report to the Charter
Place team.
Issues requiring emergency assistance
outside the hours of 08:00-17.00
Monday to Friday can generally be
characterised as the following:
• Complete failure of the heating and/
or hot water systems
• A water leak that cannot be contained
• Complete failure of the electrics (firstly,
check the failure has not been caused
by the trip switch being activated by a
fault on the domestic appliance)
• Flooding caused by blocked drains that
threaten to enter the home
• A fault to a window or external door
causing a loss of security
METER CUPBOARD
Electrical Consumer Control Unit &
Electrical Isolation Switch
• The fuse box and electrical isolation
switch is located in the utility cupboard
• Your main electrical isolation switch is
the big red switch located above the
consumer unit. A key for accessing this
can be obtained from management or
skilled / trained person.
• Each circuit breaker is identified by
appropriate room labels.
Electricity Meter
• Your electricity meter is located within
the utility cupboard.
• This measures the individual electricity
usage for your flat.
• This data is integrated into the G6 unit
which generates your total apartment
energy usage as calculated by your
supplier Switch2.
 14
Loss of Connectivity
In the event that you lose connectivity
to your electricity, you should first
check to see whether the ‘miniature
circuit breaker’ on your consumer unit
has tripped. If so, your supply may be
restored by simply switching back to the
‘ON’ position.
Following any disruption to your
electricity or water supply, you should
check with your neighbours whether
they are experiencing the same fault.
If several homes are experiencing the
same problem, please contact either the
Emergency Helpline or your property
manager.
Water Meter & Mains Stopcock
• Your water meter is located in the
communal meter cupboard. Access
to this meter is to be arranged with
Greystar.
• The mains stopcock is located in
the utility cupboard and labelled
accordingly.
• The water meter measures the water
consumption in each unit. Thames
Water will supply your water.
Please note, if you suspect a gas leak,
or are worried that fumes containing
carbon monoxide are escaping from
a gas appliance, please call the Gas
Emergency Service helpline immediately
on 0800 111 999 and then inform your
property manager.
UTILITIES
Electricy & Heat
Switch 2
T: 0333 321 2010
W: switch2.co.uk
Water
Thames Water
T: 0800 316 9800
W: thameswater.co.uk
TELEPHONE, TV & BROADBAND
Telephone Point and TV Aerial Socket
Telephone points and aerial sockets are
found in the lounge and bedrooms. The
TV reception system is compatible with
digital TV. All units will receive the digital
channels and will support Sky Q. It is the
responsibility of the resident to arrange
their own connections. On arranging
your BT connection ensure you state
how many rooms are to be connected.
You must not attach any aerial, satellite
dish or other communications apparatus
to the exterior of the building. Your home
is fully cabled to receive digital terrestrial
channels through the pre-installed
TV aerial. A satellite system is also
pre-installed; you should contact your
chosen supplier to arrange connection
and subscription to one of their packages.
BT & Hyperoptic Routers
BT and Hyperoptic routers are located
in your utility cupboard. You can
choose either BT or Hyperoptic as your
broadband supplier.
 15
SECTION THREE
LIVING HERE
Whilst we don’t want to bombard
you with a list of house rules and
regulations, we want to be sure you
live in a clean, safe and enjoyable
environment.
CONDITION & CARE OF YOUR
APARTMENT & COMMON AREAS
Accidents do happen and there are
times when things can’t be helped, but
intentional damage to your apartment
or Charter Place will result in a fine, or in
extreme cases, eviction.
Please maintain the property and
contents in at least as good repair and
decorative order and clean condition
as it is in at the Tenancy Start Date (or
if you have occupied under a previous
tenancy, the earliest start date of any
previous tenancies that you entered
into in relation to the property). Your flat
must be in adequate condition by the
end of your agreement, barring general
wear and tear or this may result in extra
charges being applied. The Inventory
(or inventory annexed to the relevant
previous tenancy) shall be evidence of
their existing condition, and any defect
shall be noted on the Inventory.
NOISE POLICY
We ask you to be respectful and
considerate to other people within your
building and the wider development.
Please be respectful when playing
music and hosting guests. We ask that
you keep noise to a minimum between
10pm-8am.
GUEST POLICY
Please do sign your guests in at the
concierge desk, for fire safety purposes.
Guest misbehaviour on the premises will
be your responsibility.
SMOKING POLICY
No smoking anywhere in the building,
including your flat, on your balcony, or in
the car park.
BEING GREEN AND ENERGY
EFFICIENT
Being green is important to us. Here’s
what we will be doing to be eco-friendly:
• Energy efficient bulbs are fitted in the
main lights throughout the apartment
• Double glazing in all the windows
• Top grade appliances, including
refrigerators/freezers and ovens
 16
WINDOWS AND DOORS
We strongly recommend that the
windows and doors are kept locked
at all times and opened with the child
proof restrictor engaged at all times, we
strongly discourage overriding the child
proof restrictor. This acts as a restrictor
and prevents children being able to fully
open the windows.
GENERAL SAFETY TIPS
• Take care when closing doors and
ensure that you have your key with you.
All Doors/ entrances are self-closing
however, please ensure they close and
lock shut behind you at all times.
• Don’t prop doors open (including fire
doors)
• If you have concerns about the safety
of any equipment in your flat or
common areas, contact the Charter
Place team immediately
FIRE SAFETY AND PREVENTION
It’s vital that you know how to prevent
fire, and what to do with one happens.
Please read the information below - it
outlines general fire prevention, fire
alarms and the evacuation procedure.
In the case of a fire, call 999 immediately.
Do not use lifts in the event of fire.
Fire Prevention and Escape
Many household fires are easily avoided
by following some simple precautions.
You should adhere to the simple
guidelines below to ensure your risk of
fire is minimized.
• You should test the smoke and heat
alarms at least once a month. To do
this, press and hold the ‘test’ button
until you hear an alarm; if the alarm
does not sound, this indicates that
the unit is either defective or requires
battery replacement. Please notify
the Charter Place team if you notice
anything wrong with the smoke
detector.
• You should occasionally remove dust
from smoke and fire alarms using a dry
cloth or vacuum
• Ensure the keys to your doors and
windows are easily accessible,
preferably kept within their lock, to
allow easy escape
• Take additional care when cooking
with hot oils; ensure that there are
no flammable materials located near
heated oils
• Avoid leaving the room when burning
candles
• Make sure cigarettes are properly
extinguished and carefully disposed of.
Smoking is not permitted in communal
areas or your apartment, (including
balconies).
• Ensure that communal areas, including
stairways, are not obstructed in any
way by obstacles. Doors to staircases
should always be kept closed when
not in use to avoid the spread of fire
• Avoid using your hallway for storing
items and do not use the corridors for
storage
• Use only the fixed heating system
to heat your home. In the event of an
emergency use convection heaters.
Fossil fuel devices must not be used
(oil or gas)
 17
• Use the rooms in the property for the
purposes for which they were intended
and not as workshops or storerooms.
• Maintain the meter and cylinder
cupboards free from obstruction
• Play your part in maintaining access to
the building free from obstruction
If a Fire Breaks Out in Your Home
• Immediately leave and close the door
• Attempt to make everyone in your
home aware of the fire, exit the
property and ensure the front door is
closed
• Call the fire service
• Escape the building—do not use the
passenger lift. Wait in a place that is
at a great enough distance from the
building to avoid injury from the fire
If a Fire Breaks Out in Another Part of
the Building
• Charter Place blocks are designed
to contain fire and avoid its spread
between homes and communal areas.
If you suspect a fire - but do not smell
smoke or see fire - you will likely be
safe in your own home due to fire
resistance measures
• If you smell smoke or feel heat you
should immediately evacuate the
building
• If you are in doubt of your own safety,
you should leave the building
Contacting the Fire Service
• Dial 999 or 112
• Ask for the fire service and follow the
operator’s instructions
• Do not end the call until the fire service
has correctly repeated your address
Smoke and Heat Detection
Your home and building has been fitted
with smoke detectors to ensure that
you will be immediately alerted of a fire.
The kitchen is instead fitted with a
heat alarm to ensure that any smoke
generated through cooking doesn’t
trigger the alarm.
It is important to check your heat and
smoke alarms regularly pressing the test
button to ensure that they are working.
Although the detectors are connected
to the mains power supply, they are also
linked to a backup supply to ensure their
continued monitoring during a power
cut. The smoke / heat alarm will beep
if the battery is low in lounge / kitchen
and bedrooms.
You must personally conduct regular
inspections of the smoke detector in the
flat and are expected to cooperate with
any inspection of the smoke detector(s)
conducted by or arranged for by the
Charter Place team.
Automatic Opening Vents
In the event a fire breaks out in a
communal area, vents within the corridor
will open to allow smoke to escape.
 18
SECTION FOUR
HOUSEKEEPING
YOUR APARTMENT
Your apartment is your home to relax
and enjoy. Please remember it is up
to you to keep it clean and report any
maintenance problems.
PERIODIC PROPERTY INSPECTION
To comply with health and safety
regulations, your apartment may be
checked intermittently. Don’t worry - you
will be given advanced notice of the visit.
MAINTENANCE
As a resident of Charter Place you have a
designated Maintenance Technician who
will always try to sort out any issues
as soon as they are reported. If you
have any maintenance issues in your
apartment you can report them via your
Resident Portal or alternatively inform a
member of the Charter Place team.
In some instances, we do have to
prioritize repairs depending on their
urgency; however, we aim to get all
issues resolved within 24 hours. Should
we need specialist help, or need to
source parts, this may take a little longer.
 19
SECTION FIVE
APPLIANCES MANUAL
ACCESS & SECURITY
Entry Phone
A wall-mounted audio-visual entry
phone is installed in your home, linked
to a panel at the entrance.
When a visitor presses the call button
for your home at the entrance panel, a
call tone is activated on your handset.
You may press the appropriate button
on your handset to hold a two-way
conversation with the visitor before
allowing them access.
The video entry system allows remote
door access into the flats / communal
areas.
• Video handset with talk-back facility to
automatically open the entrance door
by using the push button.
• When your phone rings the picture will
appear automatically
• The picture can be altered by contrast
– brightness
• To open the door, press the top button
identified by the key symbol
Key Fobs
Your home is accessed via a communal
entrance; you will be given a key fob at
handover that allows you to open the
main entrance door to your building,
the cycle store, bin store & concierge
where applicable. To operate, hold the
fob close to the reader panel and the
electronic latch on the entrance door
will be released.
It is important that you let your
Community Manager know immediately
if you misplace a key or key fob. This will
enable them to deactivate it, both for your
own security and that of other residents.
Your Community Manager will be able to
provide you with a replacement fob, which
you will be charged for.
Security Measures
You may like to consider the following
measures to help keep your home safe
when you are away:
• Lock all windows and doors
• Leave a light on in the evening and
consider the purchase of an automatic
timer switch to plug into a socket and
switch lights on and off at
pre-programmed times
• Pack away easily stolen items
• Never leave valuable and easily
transportable items, like mobile
phones or car keys, where they can be
seen by a potential burglar
• Photograph valuable items and use
marker pens to add your postcode and
house number, so that your property
 20
can be traced if recovered after theft, Please refer to the manufacturer’s
similarly make a note of all serial instructions for full details of all heating
numbers
• Make sure that the contents of your
home are fully insured against fire and
theft
• Check the identity of all callers, ask for
an ID card
• Ensure the main entrance door to your
building closes behind you
• Do not let anyone follow you in through
the main entrance door to your building
HEATING, HOT WATER
& COMFORT COOLING
Heating & Hot Water
Your apartment is provided with heating
and hot water fed from a communal
district heating system.
Heating is provided via a wet radiator
circuit from the HIU (Heat Interface
Unit) in a hallway cupboard. Domestic
hot water is locally generated in the
HIU by a plate heat exchanger. The
heat to the dwelling is metered by a
kWh heat meter positioned within the
utility cupboard. The meter readings are
transmitted to a central system and bills
are then produced.
Heating is provided by wall-mounted
radiators and these are controlled by
thermostatic radiator valves. This is
except for the kitchen/living and main
bedroom area where the wall-mounted
heating programmer controls the
temperature of that room.
controls.
All owners should be made aware that
the HIU (Heat Interface Unit) forms part
of the flat demise as it solely serves
that property. The maintenance of this
equipment will be the responsibility of
Switch2.
Heat Interface Unit and Heat Meter
Your heat interface unit and heat meter
is located within your utility cupboard
with the heat meter attached to the
front of the HIU.
Heating and hot water is provided by
a communal heating system. The hot
water is transferred to your flat through
the heat interface unit. The heat
interface unit controls the transfer
of heat from the communal heating
system to your home to give you
heating and hot water when you need it.
Each heat interface unit has a heat
meter that will provide you with
information on your heating and hot
water consumption. The heat meter
feeds data to the integral G6 unit and
readings are automatically sent to
Switch2 so they can accurately charge
you for the heat you have used without
having to visit your home regularly to
take meter readings.
 21
Thermostats
Overall temperatures are controlled
by a heating thermostat. In one bed
apartments, these thermostats are
located in the lounge and allow you to
adjust the temperature of your home.
In two bed apartments, there are two
thermostats: one in the lounge and
one in the master bedroom, which
independently control the temperature
for these areas of your home.
Instructions on how to adjust and
programme the thermostat are included
in your homeowner pack.
Radiator Temperature Control
Individual radiators in secondary
bedrooms and hallways are fitted with
valves which have 1-5 setting positions
to adjust the radiator temperature
manually.
In the Frost Setting, the valve will open
slightly at approx. 7°, thus preventing the
system from freezing. For the highest
temperature set the radiator to 5.
Bathroom
The towel radiator is electric only and
adjusted by an independent thermostat
at the bottom.
ELECTRICAL
Electrical Services
The electrical supply enters your home
through the electricity meter which is
located in the utility cupboard. The
meter and the cable leading to it belong
to the electricity company and should
not be tampered with in any way. All
cables and equipment within the
dwelling are your own responsibility as
the householder.
The wires leading from the meter go
to the consumer unit which forms the
main distribution point to the circuits in
your home. This consumer unit contains
two Residual Current Devices (RCDs) for
the apartment and a bank of Miniature
Circuit Breakers (MCB) for each electrical
circuit. Written alongside each MCB is
a description of the circuit it protects -
power, lighting, water heater, etc.
If there is an electrical fault in your
flat, the RCD and/or the MCBs provide
protection by immediately cutting off
the electricity supply by “tripping” a
switch in the consumer unit.
The HIU is dual fed via the main
switch and must only be isolated and
maintained by a trained qualified person.
Restoring Power
Should the power to your home trip:
• Disconnect any appliances that you
think may be the cause
• Investigate the MCB switches on the
consumer unit
• Look for the circuit that has been
affected – The relevant MCB will be in
the off (down) position whereas all the
others will be in the on position
• Reset the MCB
 22
• Reconnect each appliance one by one,
switching it on as you do so, until you
identify the faulty appliance
The MCBs within a consumer unit are
very sensitive and a loose wire or even a
light bulb blowing can cause them to trip.
If you cannot identify a fault or it is an
intermittent one, do not keep switching
the MCB, instead, contact a suitably
qualified electrician.
Fused Spur Sockets
Some of your appliances are wired to a
fused spur (i.e. they are not plugged but
rather connected by an electrician). A
fault in these appliances may ‘blow’ the
fuse in the spur.
To replace the fuse, lever open the flap
on the front of the fused spur socket
with a small screwdriver to expose the
fuse. Replacement fuses are available
from all good DIY retailers. Always
ensure that you replace the fuse with
one of the same rating. You will find the
rating written on the side of the fuse,
e.g. 3A, 13A, etc.
Low Energy Light Fittings
Your home is designed with dedicated
energy saving light fittings; these
LED (light emitting diode) fittings will
only accept LED lamps. These lamps
consume much less electricity than
ordinary bulbs to generate the same
amount of light. They should be
replaced with 230V LED lamps if they fail.
The expected lifetime of these lamps
is much longer than for conventional
lamps.
Bulb Replacement
Replacement bulbs are available from
all good DIY retailers, it is important that
you replace them like for like.
• Turn off the electricity supply and
allow the lamp to cool down
• If in any doubt consult a qualified
electrician
Electrical Installation Certificate
You will have been given an Electrical
Installation Test Certificate, which is
included within your homeowner pack
when you completed the purchase of
your home. The Certificate confirms
that the installation has been designed,
built, inspected and tested to the UK
national standard. This Certificate will
be left in your dwelling on completion
and you should keep it in a safe place as
you may need it if you wish to sell your
home in the future.
Electrical Safety
To reduce the number of deaths, injuries
and fires caused by faulty electrical
installations, there are restrictions upon
making electrical alterations to your
home as prescribed by government
legislation. Your local Council must
approve many electrical jobs, unless a
registered installer carries them out.
 23
Electrical Consumer Control Unit and
Electrical Isolation Switch
• The fuse box and electrical isolation
switch is located in the utility cupboard
• Your main electrical isolation switch is
the big red switch located above the
consumer unit. A key for accessing this
can be obtained from management or
skilled / trained person.
• Each circuit breaker is identified by
appropriate room labels.
Electricity meter
• Your electricity meter is located within
the utility cupboard.
• This measures the individual electricity
usage for your flat.
• This data is integrated into the G6 unit
which generates your total apartment
energy usage as calculated by your
supplier Switch2.
Labelled isolator points
The labelled isolator switches provide the
option to turn off power to any appliance
or fixed mechanical equipment such as
your MVHR. These isolators will be local to
the appliance/ fixed equipment but when
in the kitchen these are located within
the grid switch. Each isolator is clearly
engraved detailing which appliance/fixed
equipment is served. Do not remove the
labelling.
TELEPHONE & BROADBAND
CABLING
Telephone / broadband cabling has
been installed to points in your home.
You will need to contact your chosen
supplier to activate extension sockets.
Information on how to do this has been
included within your homeowner pack.
ENERGY SAVING TIPS
• Turning your heating thermostat down
by just 1°C saves energy and reduces
your heating bill
• Close curtains or blinds at night to
stop heat escaping through windows
• Household appliances left on standby
still use energy – try to remember to
turn them off
• Try not to leave lights on in rooms not
being used
• Let food cool down before placing
in a fridge/freezer. Your fridge/freezer
will then not have to work harder to
maintain its set temperature
• When using a kettle only fill it with the
amount of water you need. Regularly
descale it as this can affect its efficiency
• Washing machines:
1. Set to wash at lower temperatures
2. Wait until you have a full load or
use the ‘half load’ setting
3. If you have cheaper, off peak
electricity, set the machine to run
during this period
• It is more environmentally friendly
to allow clothes to dry naturally, avoid
using your tumble dryer where you can
• When buying household
appliances look for the Energy Saving
Recommended logo and check their
energy rating – ‘A’ being the most
efficient and ‘G’ the least
 24
• Cooking – match pan size to ring size;
when replacing a conventional oven
consider a fan assisted model which
will use less electricity and does not
require pre-heating
• Dishwashers – only run when they are
full and use economy programme for
lightly soiled items
ACCLIMATISATION
New homes need a period of “running in”
to allow the materials used in construction
to stabilise to their new environment.
During the first 6 to 18 months, water from
construction materials is being drawn out
and some movement of the materials
is inevitable. It is very important to
allow your home to dry out as naturally
as possible, to minimise cracking and
movement of finishes. You can aid this
drying out process through temperature
control and adequate ventilation.
Helping Your Home to Dry Out
There are a number of simple steps you
can take on a day to day basis which will
help to prevent any damage occurring
to your home while it stabilises.
• Ventilate your home by:
1. Opening windows when you are
home
2. Keeping internal doors open
• Your home is fitted with whole house
ventilation which must remain on at
ALL times. This operates continuously
on a low/trickle setting; the bathroom
boosts when you turn the light on
and runs for a period when the light is
switched off. The kitchen has a
separate switch for boost purposes
as and when required typically when
cooking
• Produce less moisture and stop it
spreading through your home by:
1. Covering pans and closing doors
when you are cooking
2. Ensuring tumble dryers are
vented to the outside or install a
self-condensing model
3. Keeping bathroom doors shut
when in use
• Wipe away condensation on windows
• Keep your home at an even
temperature - this will help to limit
shrinking cracks. Heating thermostats
should be set no higher than 20°c
Signs That Your Home is Drying Out
The appearance of minor cracks is a
result of the drying out process that is
taking place. They are quite normal in a
new property and the developer is not
responsible for rectifying them under
the terms of the warranty.
VENTIALTION
Tips For Controlling Condensation
• You should aim to switch on the
kitchen extractor fan each time you’re
cooking and whenever you’re
showering or bathing
• When bathing or showering, you
should close internal doors of the
 25
bathroom or ensuite to ensure that
moisture does not escape to areas less
capable of handling excess moisture
• If you notice condensation on
windows, you should aim to open it
slightly to regulate the temperature
of the room and avoid excess moisture
build up
• You should try to maintain a low heat
level for prolonged periods of time.
This steady temperature will help draw
naturally occurring moisture slowly
from the building fabric.
Mechanical Ventilation and Heat
Recovery System (Mvhr)
Your new home is more airtight (less
draughty) than older buildings because
it’s been built to higher energy efficiency
standards set out in building regulations.
because of this your home has been
fitted with mechanical ventilation with
heat recovery (MVHR).
Usually, ventilation is achieved by
simply opening windows and doors
and by using extractor fans in steamy
rooms such as kitchens and bathrooms.
although this works well, you lose heat
from your home as a lot of warm air
flows outside.
The MVHR system fitted in your home
provides you with fresh air to breathe,
while reducing heat loss. It does this
by removing warm, damp air from the
home and drawing in fresh air from
the outside. The warm, extracted air is
passed through a heat exchanger to
recover the heat before being expelled
outside. The cool, fresh outside air is
also passed through the heat exchanger,
without coming into direct contact with
the pollutant air where it is pre-warmed
before being pumped into the property.
The MVHR system is made up of
concealed ducting in ceiling voids leading
to the heat exchanger unit, which is
located within your utility cupboard.
Having adequate ventilation in your
home is important for good health. This
system must remain on 24 hours a day
to remove moisture and prevent damp
and condensation in your home.
MVHR boost/purge switch in kitchens,
where a large amount of moisture is
produced, there is a MVHR boost switch,
located upon your kitchen grid switch
panel. You can turn this on during
cooking and it will remove the extra
moisture and odours. The switch also
has a purge function to extract greater
volumes if required.
Once on the boost the function will run
until switched off.
Extract Ventilation
Your MVHR provides continuous
extraction within your kitchen and bath/
shower rooms and typically is set to 30%
of the MVHR’s duty. The unit will ramp
up to boost mode automatically as long
as the bathroom/ensuite lights are on,
to extract added moisture during use.
 26
WATER SERVICES
Water Supply
Your home is provided with its own
mains supply, fed directly from a water
meter located in the communal riser
cupboard. All water from cold water taps
in your home is drinkable. The water
meter has its readings displayed on the
front of the meter.
You can shut off the water supply to
your home via the stopcock. Details
of its location and how to access it will
have been shown to you at handover.
Where you have water fed appliances in
your kitchen, e.g. washing machine, an
isolation valve can be found in the pipe
work close to the appliance. This will
enable you to shut off the water supply
for maintenance purposes.
Water Saving Features
Your home is fitted with the following
water saving features:
• Dual flush toilets giving you the choice
of pressing a small button or a large
button depending on how much water
is required to clear the toilet bowl
• Flow restrictors to taps, which limit
the amount of water that comes out of
a tap
• All taps have been fitted with aerators,
which will reduce the amount of water
in the flow, but maintain pressure by
mixing air in with the water
Water Saving Measures
• Take a shower rather than a bath
• Rinse from a glass of water after
brushing teeth instead of leaving the
tap running.
• Repair dripping taps
• Keep a bottle or jug of water in the
fridge rather than running the tap until
the water is cold
Water Meter and Mains Stopcock
• Your water meter is located in the
communal meter cupboard. Access
to this meter is to be arranged with
Greystar.
• The mains stopcock is located in
the utility cupboard and labelled
accordingly.
• The water meter measures the water
consumption in each unit. Thames
Water will supply your water
Waste Plumbing
Wastewater from your kitchen and
bathroom(s) drains via pipe work directly
into the underground drainage system.
You are responsible for the maintenance
of all your fittings and their waste pipes.
If you find that a sink, bath or shower is
taking longer than normal to drain, try
using a flexible rod or plunger to remove
any blockages. Alternatively, you can use
a chemical drain cleaner which is readily
available from all good DIY stores. Always
follow the manufacturer’s instructions.
You can prevent your sinks and plug
holes from becoming blocked by regularly
removing hairs.
 27
Sinks and toilets are not designed to
dispose of:
• Cooking oil/fat
• Feminine hygiene products or nappies
Please follow the above recommendations
as the developer is not responsible for
fixing blockages caused by the above.
ENERGY RATING
Energy Performance Certificate
Your Energy Performance Certificate
(EPC) gives information on your
home’s energy use and carbon dioxide
emissions and recommendations on
how you can reduce these.
Copies of your Certificates are contained
in your homeowner pack.
Energy Efficiency Rating
Your home’s energy efficiency ratings can
be found on the colour coded scale in the
left-hand side of the certification. The
Certificate displays the current efficiency
rating alongside the potential rating on
a scale of A-G, the higher the rating the
more energy efficient your home.
Environmental Impact (CO2) Rating
The environmental impact rating is also
shown on the EPC and is a measure of
how much carbon dioxide (CO2) your
home is expected to generate annually
through its use of energy to heat and
light your home. It is shown in the same
way as the energy efficiency rating colour
coded scale, this time to the right-hand
side of the Certificate – the higher the
rating, the lower the CO2 emissions.
For more information on energy
efficiency contact:
Energy Saving Trust Advice Centre:
0300 123 1234
energysavingtrust.org.uk
LOOKING AFTER YOUR HOME
Carpet – Cleaning
• To prolong the new look of your carpet,
we recommend regular vacuuming to
remove potentially damaging dirt and
grit, which is a major cause of
premature wear
• Small spot stains should be treated as
soon as possible, blotting the area not
rubbing. For large or persistent stains,
we advise you consult a professional
carpet cleaner
• Please refer to the maintenance
document from Ulster Carpets
regarding the cleaning and
maintenance of your carpet.
Wood Flooring
• Please refer to the maintenance
document from Havwoods flooring
regarding the cleaning and
maintenance
of your wood flooring
• Close curtains in sun facing rooms
as strong light can cause your floor to
change colour
• The developer is not responsible
for damage to wood flooring
or floor coverings if the above
recommendations are not followed.
 28
Ceramic Tiles/Marble/Reconstituted
Stone
• Clean with a soft cloth and a weak
solution of water and washing up liquid
• Avoid abrasive cleaning agents as
these will scratch the surface
• Follow guidelines in operation and
maintenance manuals
Regularly Oil Fittings
Regularly oiling windows/balcony door
hinges and door mechanisms will help
keep them in good working order.
Door Furniture
Stainless steel finishes should be
cleaned regularly with a dry cloth or
duster and washed periodically with
soapy water and dried with a clean
cloth. Do not use abrasive materials or
acid-based cleaning products.
Very Light E.g. Small pictures
Light E.g. Mirrors/floor cupboards
Medium E.g. Radiators, wall cupboards & TV’s
Heavy E.g. Wall mounted sanitary ware & TV’s
Windows
• Your apartment has been provided
with roller blinds, please do not fix
anything to the blinds to directly to the
glass as this is not recommended
• Always close windows and balcony
doors in windy conditions.
Hanging Pictures & Televisions
Please take extra care if you decide to
hang pictures, televisions or other items
from ceilings or walls. Electric cables
and pipe work providing power, water
and other services to your home can
be found immediately behind wall and
ceiling finishes. You must NOT hang
pictures in the first 24 months after the
completion of your property as this will
invalidate the defects liability.
The internal walls in your home are
made of plasterboard which is strong
enough to take the weight of most
pictures and other light objects using
proprietary picture hooks. Heavier
objects will need stronger fittings and
most DIY stores should be able to
advise you on the best fitting to use.
• Where there are electric sockets or
switches the cables usually run
vertically above or below.
Picture hooks/wood screws
Seek professional advice
Seek professional advice
Seek professional advice
How to Operate Windows
• To open in 100mm position: Turn
handle 90º to unlock, open window
and the childproof restrictor will
prevent the window opening further
• To open the window beyond 100mm
disengage the child proof restrictor –
this is not recommended
 29
Cleaning Your Kitchen Cupboards
• All lacquered doors and panels are
finished in a high-quality polyurethane
lacquer. Do not use any scouring
powders, cream, abrasive, solvents,
acetones or white spirit
• Regular cleaning is recommended
using a mild, non- abrasive, household
cleaner or solution of washing up
liquid and warm water, applied with a
soft chamois leather or window cloth
• Refer to the Houseworks cleaning &
Maintenance manual contained in your
homeowner pack.
Caring for Silestone Kitchen
Countertops
• For routine cleaning, simply wipe down
your countertop with a damp cloth or
paper towel.
• Wipe up food and liquid spills as soon as
possible. For stubborn or dried spills, use
nonabrasive cleaning / scrubbing pad.
• Never use strong cleaner such as bleach
• Use trivets or pads with hot pots,
and always use a cutting board. Never
chop or slice food directly on your
countertops.
• Always use pan stands to protect the
surface
• Follow guidelines in care and
maintenance manual
White Goods
The electrical equipment in your
kitchen is protected by a manufacturer’s
warranty, usually for a period 1-2 years,
this is dependent on the manufacturer,
and the period will run from legal
completion. If a piece of equipment is
not working, first check;
• Is the power supply socket to the
equipment switched on?
• Is the equipment switched on?
• Is the plug for the equipment correctly
in the power socket?
• Does the fuse in the fused socket need
replacing and is this socket switched on?
• Is an MCB on the consumer unit off (in
the down position)?
• If you still cannot get the equipment
to work, call the manufacturer. You
will need to give the model and serial
numbers and a clear description of the
problem
Your products’ ENR and FD numbers
allow the manufacturer to identify the
exact model of the appliance you have.
ENR and FD numbers are located on
the rating plate. Please contact the
manufacturer if you have any difficulty
locating a rating plate for an appliance.
Some manufacturers ask you to record
your ownership of equipment with
them by either filling in a form or calling
them. It is important that you do this
to benefit from their warranty. You can
refer to finishes schedule below for a
list of products and contact details.
Instruction manuals for each appliance
accompany this manual.
 30
BATHROOM
Bath Care
Your bath has an enamel surface
and should only be cleaned with VEA
(Vitreous Enamel Association) approved
cleaners (more information on
vea.org.uk/enamel-care-list).
Ceramic Hand Basin Care
These are easily cleaned on a day to day
basis with soapy water.
Tap & Shower Care
Your taps and shower fittings can be
cleaned with a soft cloth and soapy
water, rinsed and wiped dry. Do not use
abrasive cleaning materials as these will
damage the surface finish.
Showerheads should be descaled on a
monthly basis to remove any lime scale
from the spray holes.
Shower screen fixings are not designed
to bear weight greater than that of the
screen itself; excess pressure applied
to the screen or its fixing channels may
cause breakage.
WCs
Clean with a soft cloth, care should be
taken when using bleach on the toilet
pans, some products may damage or
stain the porcelain.
Bathroom Mirrors
Bathroom mirrors should be cleaned
with a proprietary glass cleaner using a
soft, non-abrasive cloth.
Heated Towel Rail
The towel rails provided in the
bathroom(s) are heated by electricity.
There is a separate switch in the hall which
allows the towel rail to be heated when
the central heating is not on. This switch
can be time controlled via the timeguard
controller within the utility cupboard.
The towel rails are designed to warm
towels, which have been temporarily
placed there, prior to their use. Using
these radiators to permanently store or
dry towels may result in the room not
reaching your desired temperature.
Stone Vanity Top
• For routine cleaning, simply wipe down
your countertop with a damp cloth or
paper towel
• Wipe up liquid spills as soon as
possible. For stubborn or dried spills, use
nonabrasive cleaning / scrubbing pad
• Never use strong cleaner such as bleach
• Follow guidelines in care and
maintenance manual
Vanity Unit
The timber vanity units should be regularly
maintained with Danish Oil this is available
from all good Hardware stores. We
recommend this be done every 3 months
this will reduce staining from the water/
cleaning products toothpaste etc. Just
apply the Danish oil with a lint free cloth
and rub it well into the wood. The first
time you do this you will need to do it
twice as it will soak in but leave at least a
day between coats. Any spills and water
splashes to the woodwork should be wiped
up as soon as possible to avoid staining.
 31
SECTION SIX
YOUR CONTRACT
Your Tenancy Agreement (AST) is a
legally binding document. Make sure you
understand it and are familiar with the
key terms and conditions.
KEY CLAUSES
• Charter Place is managed by Greystar
Europe Holdings Limited
• You are bound to the full contract
period – if you leave before the
contract ends, you will not receive a
reduction in rent and will be subject to
an early termination fee.
• The Charter Place team may need
access to your apartment for
inspection, maintenance and repair
and during your occupancy. At least 24
hours’ notice will be given (unless it is
impractical to do so, or in emergencies).
• Greystar Europe Holdings Ltd does not
accept liability for the loss or damage to
any resident’s property, whatever the
circumstance. You are required to arrange
adequate insurance coverage for your
personal possessions while you are here.
• If you are unsure of your full legal
obligations as a resident of Charter
Place, please check your contract for
more information.
MOVING OUT AT THE END OF
YOUR TENANCY
As a condition of your contract, you
are required to give 60-days advance
written notification to the Charter Place
team. We recommend a move-out
inspection with a member of our team.
If you don’t attend the inspection, it
will be very difficult for you if you wish
to challenge the assessment and any
charges for damage and disposal of
refuse and any abandoned items. The
move-out inspection also lets us know
where we should return your deposit
On Your Last Day, You Must
• Return all keys to a member of the
Charter Place team.
• Make sure your apartment is clear of
all of your possessions
• Remove your bike or vehicle (if
applicable). Any bikes left after move
out will be disposed of.
INSURANCE
Insurance is in place which provides
protection for the structure of the
building, the public areas and third party
liability. The cost of this is included as
part of your rent.
Please be aware that this does not
cover the contents of your individual
apartment, and we strongly recommend
that you arrange your own cover for
your personal possessions.
 32

SECTION SEVEN
USEFUL CONTACTS

In an emergency the Charter Place team will LOCAL DOCTORS

contact you via your provided telephone or Doctors
mobile number. We will occasionally send Cecil Road Surgery
notifications and updates via email. Tel: 020 8572 2536

CHARTER PLACE TEAM Hounslow Family Practice

T: 020 3595 6707 Tel: 020 8572 1497
E: team@mycharterplace.co.uk
LOCAL DENTISTS
PUBLIC SERVICES CONTACT NUMBERS Dentists
Police (non-emergency) Advance Dental Care
T: 101 Tel: 020 8754 3910

Police (emergency) The Dental Suite Hounslow

T: 999 / 112 Tel: 020 8577 3038

NHS Helpline (non-emergency medical POST OFFICE

helpline) 201 – 205 High Street, Hounslow, TW3 1BL
T: 111
LIBRARY
Crime Stoppers Hounslow House, 7 Bath Road, TW3 3EB
T: 080 0555 111
W: crimestoppers-uk.org POLICE STATION
41 London Road TW1 3SY
Environmental Health
W: local.direct.gov.uk SOCIAL CHANNELS
Instagram - @mycharter.place
LOCAL SERVICES AND Facebook - Charter Place
HELP LINES Twitter - @mycharterplace
National rail enquiries
T: 0845 748 4950 REVIEWS
W: nationalrail.co.uk If you have a spare few minutes please
rate your experience of Charter Place on
The Train Line Homeviews. Your answers and feedback
T: 0871 244 1545 really matter to us.
W: thetrainline.com Click here to visit Homeviews.

National Express Coaches

T: 0871 781 8181
W: nationalexpress.com