FAQ’s

If you are a Moat or Hyde Housing resident, please contact your Housing Officer for any queries relating to your property, Moat or Hyde Housing will liaise with itsyourplace Ltd if required.

Property

Q. What am I allowed to do and what am I restricted from doing at Pembroke Park?

A. The rules that govern what you can and can not do are detailed in your Lease or Deeds, which in the example of a flat the Lease places certain conditions on the use and occupation, which for your reference we have summarised which for your reference we have summarised the typical conditions under the following under the following document, however we would refer your to your specific Lease/Deeds for specific provisions. (reference User Guides and other Useful Documents ‘HAEMC Lease Covenants’)

Q. Who do I contact for general repairs in the communal areas or within Pembroke Park Estate?

A. Please contact itsyourplace Ltd on 0330 660 0699 or email enquiries@itsyourplace.co.uk

Q. Who do I contact for repairs inside my own property?

A. All repairs inside the individual property should be dealt with by the leaseholder unless it is connected to a buildings insurance claim, if you are a tenant please contact your landlord or lettings agent in the first instance.

Q. There is a water leak in my apartment what should I do?

A. Please contact itsyourplace Ltd on 0330 660 0699 or email enquiries@itsyourplace.co.uk, they will be able to advise if this incident is covered by the buildings insurance policy.

Q. Who do I contact if I see the yellow beacon flashing on the green cabinet at the corner of Nokes Court opposite Howlands Court?

A. The beacon provides an early warning that there is an issue with the foul water tanks (sewerage).  Please contact itsyourplace Ltd on 0330 660 0699 or email enquiries@itsyourplace.co.uk who will arrange an engineer to assess.  Due to the high costs of maintaining the system we would also kindly ask you to take time in reading the document under User Guides and other Useful Documents entitled ‘Managing your Pump Station’ which provides an overview of the system and what you should not dispose of through your property drainage. (reference User Guides and other Useful Documents ‘Managing your Pump Station’)

Q. Who do I contact if I hear an audible alarm from the plant rooms / car parks?

A. The audible alarm provides an early warning that attendance is required to the respective plant, being either the communal heating or water.  Please contact itsyourplace Ltd on 0330 660 0699 or email enquiries@itsyourplace.co.uk who will arrange an engineer to assess.

Q. If I live a Page Court, Howlands Court or Finlay Court, how do I obtain a replacement fob for the door access?

A.  Please email NACD who are the manufacturer of the door entry system on fobs@nacd.co.uk who will require your name, the respective property and will liaise with you directly and advise you of the cost and payment arrangements.

Q. If I own an underground car park space, how do I obtain a replacement fob for the gate access to the respective car park?

A. Please contact itsyourplace Ltd on 0330 660 0699 or email enquiries@itsyourplace.co.uk, they will make arrangements for a replacement fob from the manufacturer and advise you of the costs and payment arrangements.

Q. What can I do about nuisance noise?

A. Unfortunately this is an increasingly common source of complaint and amongst the most difficult to solve.  Most Leases will contain a noise provision and whilst common sense must apply and the occasional party will not, of itself constitute a problem, if the nuisance persists and any attempts to rectify are unsuccessful you should keep a record of problem that you have experienced, complete with the dates and times of the incidents and if necessary consider notifying the Health Department of the local authority, or contacting 101 who will be able to advise and direct you to the relevant authority, who will in turn liaise with itsyourplace Ltd if they deem the problem to be a nuisance.

Service Charge & Ground Rent

Q. Who do I contact if I have a query about my Service Charge payments?

A. Please contact itsyourplace Ltd who organise the collection of all service charge payments on behalf of Haslett Avenue East (Crawley) Management Company Ltd.

Q. When do we receive our Service Charge Demand?

A. The financial year for Haslett Avenue East (Crawley) Management Company Ltd runs from 1 April – 31 March, you will therefore receive your Service Demand prior to 1 April which will contain details of how this can be paid.

Q. Who do I contact about my Ground Rent payments?

A. Please contact the Freeholder directly for you respective property.

Q Who do we contact if we are selling our property?

A Your appointed Solicitor who is acting upon your sale should make their formal enquiries to Haslett Avenue East (Crawley) Management Company Ltd through itsyourplace Ltd.

Parking Enforcement

Q. How do I find out information relating to parking permits and enforcement?

A. You can find out more information about this here.

Useful Contact Number

• Sussex Police – Telephone 999 in an Emergency or Telephone 101 for non-emergency
• Fire – Ambulance Telephone 999
• Electricity UK Power Networks – Telephone 0800 783866
• Gas British Gas – Telephone 0800 111999
• Water Southern Water – Telephone 0800 820999
• NHS Direct – Telephone 111
• Hospital East Surrey Hospital – Telephone 01737 768511