Railton House

What is Property Management London doing about coronavirus?

Property Management is acting on advice from sources including the Foreign and Commonwealth Office, World Health Organisation, the NHS and Public Health England. We have taken proactive steps to contact our residents and staff to ensure that everyone has access to the latest advice. We are monitoring the situation closely, have made plans to act quickly if the situation changes and will provide further updates as necessary.

Are hostels open and operating as usual?

We understand that staff, residents and their families are justifiably concerned about the coronavirus. Property Management continues to monitor and adapt our operations in line with the advice being provided by the UK Government.

In line with the most recent measures announced Property Management will be making the following adjustments to its operations:

Receptions will be staffed but security windows will remain closed and we would ask that wherever possible residents use either phone or email for all but emergency communication with the team. During these period accommodation charge payments will be processed over the phone.

We ask that residents respect the social distancing measures within our self-catered sites by not having more than two people in our kitchens and wherever possible aim for single use.

When residents are moving around our sites we ask they respect the 2 metre distancing rule.

Our catered sites will move to take away service only (i.e we will be asking residents to eat meals in their rooms) and limiting the number of people in our dining rooms collecting meals/queueing.

We will continue to maintain our buildings on an emergency works only basis and would like to ask residents to bear with us on non-emergency repair works.

We will need to start to ask residents not using us as their primary residence to make plans to return to their primary residence.

We will be asking residents who do not abide by the UK governments guidance to seek alternative accommodation.

Staff have been briefed to direct residents to this web page for the latest information and we are requesting details from our older and vulnerable residents so we can support them in following the governments advice.

We have exhausted available supplies of hand sanitiser and so are advising staff and residents to wash hands regularly for at least 20 seconds as per this NHS video especially on arrival at the hostel.

We have robust plans in place to support the need for existing residents in our properties.

We are adapting our meal operations in our catered sites in line with the social distancing guidance and have relaxed our rules on eating in bedrooms which we now actively encourage through an in house take away service.

We have closed our gyms in the hostels that have them in line with government advice.

We will continue to monitor the situation closely and we will continue to provide as much advice, care and support as we can to our staff and residents.

Supporting Our Residents, Employees and Volunteers

In these uncertain times, we want to thank all our residents, staff, maintenance teams and volunteers who continue to work to keep people safe and well.

At the same time, we urge everyone to follow the crucial advice being given. This includes abiding by the lockdown protocols, observing social distancing, washing hands regularly and looking after the most vulnerable.

If you are one of our younger residents, and believe this doesnt affect you, please consider the other people around you who may be considered high risk and more vulnerable to catching the virus.

If you are considered higher risk and have not self-isolated, please talk to our onsite teams who will assist you.

Employment and Financial Hardship

We recognize several of our residents have already lost their jobs and have been financially affected by this crisis. We will continue to review the governments support measures as more information becomes available.  Anyone struggling to pay their accommodation charges should contact the property management.

Open for Business

We want to reassure both residents and staff that we currently have no plans to close down any or our central London properties. However, we may take the decision to amalgamate properties should this become the necessary course of action to keep residents and staff safe and well. We have taken the difficult decision to temporarily close our hostel in Hounslow and are now working through the redistribution of staff and volunteers to other locations.

It is imperative that we take care of each other and the communities we work in.

The latest advice from the UK government is updated at 2pm every day and can be found here.

Advice for residents and staff in the UK

How do I keep updated about the latest information regarding Covid-19 (coronavirus)?

As this is a rapidly evolving situation we are asking you to check this page regularly to keep informed of the latest advice. You may also find the following sites useful:

the Public Health England website and Twitter page

Foreign and Commonwealth Office (FCO) website

UK website

The World Health Organization

Do I need to take any precautionary measures?

At this time of year, viral respiratory infections such as colds and influenza are very common in the community within the UK, and if residents or staff develop viral symptoms they should manage these as they usually would.

The recommended steps people should take to protect themselves are the same as those to avoid flu and any other similar respiratory infections. You should maintain good hand, respiratory and personal hygiene.

Everyday measures everyone can take

Washing your hands regularly with soap and water, or use alcohol sanitiser if handwashing facilities are not available especially after taking public transport;

Cover your cough or sneeze with a tissue, then throw the tissue in a bin;

If you feel unwell, stay at home;

Avoid close contact with people who are unwell;

Clean and disinfect frequently touched objects and surfaces;

Dont touch your eyes, nose, and mouth with unwashed hands.

Residents, staff and visitors should wash their hands:

before leaving their room

on arrival at the hostel

after using the toilet

after breaks and sporting activities

before food preparation

before eating any food, including snacks

before leaving the hostel.

The NHS has a video explaining the best way to wash your hands.

The latest advice is asking anyone who shows certain symptoms to self-isolate for 7 days, regardless of whether they have traveled to affected areas. This means they are advising people to stay at home and avoid all but essential contact with others for 7 days from the point of displaying mild symptoms, to slow the spread of infection.

The symptoms are: * A high temperature (37.8 degrees and above) * A new, continuous cough

Furthermore where someone is part of a household the advice is that the entire household self isolate for a full 14 days to allow everyone the opportunity to display symptoms.

Anyone needing to self isolate should follow the advice here.

How would I know if Ive got the coronavirus?

The following symptoms may develop, after exposure to someone who has coronavirus (COVID-19):

A cough

Difficulty in breathing

High Temperature

But these symptoms do not necessarily mean someone has the virus. They are similar to symptoms of colds, flu and other viruses. Unless staff or residents have reason to believe they may have been exposed to the coronavirus, they should manage these symptoms as they usually would. See the latest advice on the NHS website.

How do you catch coronavirus?

COVID-19 is a new virus and, according to the NHS, we do not know exactly how it spreads from person to person.

The most likely means of transmission are droplets produced when an infected person coughs or sneezes.

Infections are generally be spread by:

Secretions from the mouths or noses of people who are nearby (within two metres) or could be inhaled into the lungs.

Touching a surface that has been contaminated with respiratory secretions and then touching their own mouth, nose, or eyes (such as a door knob or shaking hands then touching own face).

It is currently unclear whether people who do not have symptoms are infectious to others, but this is not believed to be a big risk.

See above for precautionary measures you can take to help stop the virus from spreading.

IMPACT ON RESIDENTS AND STAFF

Im a resident, and Im concerned I may have coronavirus. What do I need to do?

If you have developed either a new continuous cough or high temperature/fever (37.8 degrees centigrade) you should self isolate for seven days from when your symptoms started. Where you are in a shared room you will need to self-isolate for fourteen days as will your room mates.

You do not need to contact NHS 111 to take the decision to self isolate.

If you have taken the  decision to self isolate, please contact your hostel reception in the first instance (by email) so they can advise and support the requirements of your self isolation. Youll find COVID-19 self-isolation guidance here.

If your symptoms worsen to the point you cant carry out normal daily activity such as use your mobile phone or get out of bed you should call NHS 111 and speak to a nurse.

Please contact the reception team straight away if your symptoms worsen or you are advised you will be moved to hospital or tested for COVID 19.

I am a staff member, and Im concerned I might have coronavirus. What do I need to do?

If you have developed either a new continuous cough or high temperature/fever (37.8 degrees centigrade) you should self isolate for seven days from when your symptoms started. If you are part of a household your entire household should self isolate for fourteen days.

You do not need to contact NHS 111 to take the decision to self isolate

If you have taken the  decision to self isolate please contact your line manager/supervisor in the first instance (by email) so they can advise and support the requirements of your self isolation. Youll find stay at home guidance here. 

If your symptoms worsen to the point you cant carry out normal daily activity such as use your mobile phone or get out of bed you should call NHS 111 and speak to a nurse.

Please contact the reception team straight away if your symptoms worsen or you are advised you will be moved to hospital or tested for COVID 19.

If you are diagnosed with a positive test for coronavirus, email your line manager and Head of Department. We expect the local Public Health England team to contact us separately to tell us what to do about any residents or colleagues you have been in contact with.

What should I do if I believe I am particularly vulnerable?

We understand you may be concerned if you feel you are more vulnerable to the coronavirus than others (for example if you have a specific health condition, or have vulnerable family members). Public Health England defines underlying conditions as people with weakened immune systems and those with long-term conditions such as diabetes, cancer and chronic lung disease. If you are worried, members of staff and residents should speak to their medical provider in the first instance, Property Management will support you as much as possible, based on any specific advice you have received from medical professionals, as well as general public health guidance. Current advice highlights that those individuals who are either elderly or have underlying health conditions (or both) are particularly at risk should they come into contact with COVID-19. Since Property Management has a number of residents that fall into this category, we have had initial conversations with these people to assess their needs.

If you are a resident and believe you fall into one of the high-risk groups (and havent yet been spoken to by Property Management), please contact your onsite team in the first instance.

How long will i be able to stay with you for?

We have a maximum stay of 4 years.

How much do i have to pay?

If you are staying over 14 nights with us, then you will be paying a weekly rent (for prices see each sites page). To secure your booking you will need to pay a 200 deposit (300 for Newington Court, Torquay House, Davies Court & Friendship House), upon arrival you will need to pay 1 weeks rent in advance.

If you are staying less than 14 nights you are on our daily rate (prices on hostel page), you will need to pay for your full stay in advance.

I cancelled my stay and my deposit has not been returned, why?

For long term residents staying over 14 nights (Weekly Rate), a 200 room deposit (300 at Friendship, Davies, Newington & Torquay). These deposits are refundable should there be no damage, and if the required 7 day notice is given as per our policy . Residents booking on the weekly rate will forfeit their deposit in the event of cancellation, non-arrival or if they leave prior to the completion of a 14 night period and will be charged at the daily rate for the nights they stay.

Residents booking or paying on the Daily Rate who cancel 48 hours* prior to arrival will receive a refund of all money paid minus 1 night. No refunds will be given for cancellations of less than 48 hours* prior to arrival. Furthermore, following your arrival no refunds will be given for early departure of your booking.

What are the check-in and out times?

The check-in times at Belvedere House, Holland House, and New Mansion House are as of 12:00. The check-in time at Friendship House is as of 12:30. All other properties handle a check-in time as of 14:00.

The check-out times at all properties are until 10:00.

How can i make a complaint?

We get great feedback about our service and accommodation however we appreciate that sometimes things can go wrong. LHA has an absolutely minimal notice period for guests and so we need to work hard to make things right when this happens. We have a policy of dealing with 100% of guest issues within the hostel in the first instance and the best way to achieve this is via direct contact with the reception desk in the hostel concerned:

First instance - Guest to communicate their complaint to the duty manager at reception at the respective hostel. The team member on duty will either deal with the complaint immediately or report it to their manager for further action with within a target timescale of three working days.

First escalation - If the guest is not happy with the resolution of the reception team member they should ask to speak to the House Manager at the respective hostel. The guests details will be taken and a time will be given for when the House Manager will next be able to deal with the complaint.

Second escalation - If the guest is still not satisfied with the procedure in house, or the House Manager is not available within the stated timescales or if the complaint is about the House Manger, then they should escalate to the customer services team by emailing customerservices@lhalondon.com The customer service team will confirm receipt within the same working day and will check that the hostel has been given the chance to resolve the issue. If not, they will take on the issue and will aim to resolve and reply fully within five working days.