Hazelvine
Hazelvine FAQ's
For Accounts FAQ's please click here
Firstly, what you should not do. You should not stop paying your service charge. Any dissatisfaction with a contractor should be communicated "in writing" to the property manager as soon as practically possible. This is so the complaint can be verified, and the contractor given the opportunity to rectify their performance. If this is not done, the contractor will invoice in the normal way and will be paid in accordance with their contract. You cannot say months later that the standard was not up to scratch, as by then it is too late and the contractor will have been paid.
For the same reason, withholding your service charge does not work. If the contractor has been paid, and it is too late to verify the complaint, you will have to pay your share of the contractor's cost.
In all situations, the full service charge is payable. Even where it is agreed with a contractor to adjust their invoice(s), the benefit will be returned to residents when the accounts are prepared and authorised. Any reduced cost will be reflected in those accounts, which in turn will result in a reduced balancing charge / increased balancing credit for the year.
You will need to contact the landlord or letting agent with regards to maintenance issues.
I would like to make a complaint:
Please click on the below link for information on how to make a complaint.
Complaints Procedure
What does the Service Charge Cover:
Here is an example of what the Service Charge may cover.
NOTE - As all developments are different, items on this list may not apply to your own development.
- General Maintenance
- Buildings Insurance
- Comunal Cleaning / Gardening
- Door entry repairs
- Comunal TV aerial maintenance
- Gate repairs
- Lift maintenace
- Fire equipment/maintenance
- Comunal Lighting repairs
- Comunal Electricity
- Fire and Health and Safety Risk Assesments
Please click her - Regular Services for more details.
If you need a complete list of what your Service Charge covers, please refer to your Service Charge Estimate.
To obtain a copy you can email info@hazelvine.com or register for My Account and see this online.
Witholding Service Charges:
If the owner of the property withholds payment of the service charge on the grounds of an unsatisfactory service then addtional interest of fees may occur in accordance of your lease and/or transfer document.
For more information about Service Charge please click here
If you have a maintenance issue please either call, email or use the REPORT A FAULT form.
Telephone: 01628 529 765
You can report your maintenance issue to any staff member. This will be passed onto the Property Manager.
Email: info@hazelvine.com
When you email, please ensure you property reference or address is headed in the subject field of the email.
When you email, please ensure you property reference or address is headed in the subject field of the email.
REPORT A FAULT
Register for My Account and your fault will go directly to your Property Manager. Click here to register
Internal Maintenance Issues:
Under the terms of your lease and or transfer document, the management company is only responsible for maintenace of the external communal areas of the site. Therfore maintenance required internal to your property will be responsibilty of the owner.
The common location of these meters are held as follows-
Electricity Meter - This would be located in the communal hallway service cupboard.
Gas Meter - This can be found outside attached to the side of the building (ussually white) or can be on the ground with a plastic cover next to the building (ussually brown)
Water meter - This would be located in the communal hallway service cupboard or on the pathway/road near oustide the building.
NOTE - To open the communal service cupboard you will need a FB2 (Fire Brigade 2) key. For more information click here
If you are having problems locating these, we suggest you ask a neighbour first before calling the office as they may have had the same problem.
Entry fobs are site specific and information on this will be on the My Account area. To register please click here.
Please see the below information-
-The bin storage areas are a communal facility which need to be used properly and kept clean and tidy at all times.
-Residents must ensure that ONLY Household Rubbish is to be put into the bins.
-All rubbish must be put into proper black sacks, and the black sacks must be put into the bins provided and not put on the floor.
-They must go into the bins or the dustmen will not remove them.
-Large items of Household waste, such as beds, wardrobes, fridges, cookers, boxes etc. must NOT under any circumstances be put into this enclosure. You should contact the local authority about such items, who will make a special collection for which they make a charge, or take them to a local tip.
ENTRY CODES- If you need the entry code for your communal bin or cycle store please contact Hazelvine.
Service cupboard keys - FB Key (Fire Brigade key), Star Keys and Sqaure head T bar Keys:
To access the service cupboards you will need either a FB key. Star key or a Sqaure headed T bar key.
With regards to FB keys, most of our sites are fitted with FB(Fire Brigade)keys most commonly 1,2,4. However some sites are fitted with Star keys or Sqaure headed T bar keys.
FYI - Hazelvine can provide you with a key, but please be aware there will be a charge of £25+vat per key. These keys can also be purchased at most hardware stores.
The communal areas and service cupboards contained therein are not to be used for personal storage of any items.
This is in contravention of the lease, prevents a Health and Safety risk and could invalidate the insurance policy in the event of a fire.
In accordence with the lease - Vehicles must be taxed and in a road worthy condition.
Arrangements for road gritting are not arranged by Hazelvine (unless the development resides on private grounds). We do however supply grit bins. Where the roads are adopted by the coucil this would be the councils resposibility. But if the development resides on private grounds we can arrange this.
Unfortunately we do not send correspondence to overseas Landlords and would need a UK forwarding address. But you can register for My Account and view your statements online and pay your Service Charge and Ground Rent.
If you are moving or have a new telephone number, email address, please email info@hazelvine.com or write into:
Hazelvine Ltd
Thamesbourne Lodge
Station Road
Bourne End
SL8 5QH
Please remember to include details of the property/s you own i.e. our reference (M/**/**) or the property address.