Frequently Asked Questions (FAQ)

Please note that if you are a private tenant or a social tenant, your first point of contact should be your landlord to solve some of the below issues.

 How to get notified of news, events and updates in the village

• Make sure you are registered in the R&R residents website. That is where you have all the latest information and updates from R&R. You also get emails when they publish updates.

• Follow the relevant social media pages.

• Join our meetings held every month.

• Engage with the community.

For links/email/phone numbers of concerned people, go to Directory.

What do I do if your package gets stolen

• Try to have packages delivered to the Concierge as much as possible. Most service providers have a way of telling them to leave the package in a safe place. If it still gets stolen, take the following steps:

• Contact the delivery company. Always, when placing an order, ask them to give you the package in person, or otherwise to leave it at the concierge.

• Report to concierge. In your email, enter your personal details (name and home address address) and details of the situation.

• Report to the onsite PCSO as well as to the Police along with any evidence you may have.

For links/email/phone numbers of concerned people, go to Directory.

What to do in case of burglary

• Report to concierge. In your email, enter your personal details (name and home address address) and details of the situation.

• Report to the onsite PCSO as well as to the Police along with any evidence you may have.

For links/email/phone numbers of concerned people, go to Directory.

What to do if you see anti social behaviour/vandalism/violence etc

• Report to concierge. In your email, enter your personal details (name and home address address) and details of the situation.

• Report to the onsite PCSO as well as to the Police along with any evidence you may have.

For links/email/phone numbers of concerned people, go to Directory.

What to do if you have water supply issues

• Contact your water company.

• Report it to concierge

For links/email/phone numbers of concerned people, go to Directory.

What to do if you have heating and hot water issues

• If you live in an apartment at Kidbrooke Village, the heating and hot water throughout your home is provided by a central system. This system is one of the sustainable features of Kidbrooke Village. The communal heating system water runs through coils within the heating unit in your property to heat up the domestic hot water and heating for your use. If you experience any issues with the heating or hot water systems in your home please call EON.

• Report it to concierge

For links/email/phone numbers of concerned people, go to Directory.

How to prevent tailgating

In order to maintain the security of the building, we would kindly request that you ensure all doors are fully closed and secured when entering and leaving the buildings to minimise tailgating. If you are expecting deliveries please make sure that couriers also adhere to this request and do not prop doors open or prevent the doors from closing.

We kindly ask residents to protect their delivered goods by informing your delivery company to not leave any parcels in the lobby areas. If you know you will not be at home to accept delivery, please ask that the parcel is brought to Concierge to be booked in.

We would also ask that residents wait the additional minute for the vehicle gates to fully close behind them before driving away. If you are tailgated or suspect that someone is not a resident please contact the Concierge Team immediately so we can investigate.

To further maintain the security of your building, please do not let anyone in via your door entry phone if you are not expecting visitors or deliveries. If the person is not known to you, please do not allow them access to the building and if you feel necessary please notify the Concierge team.

How to report estate maintenance issues

It is a great help when residents pass on feedback about maintenance issues. The Kidbrooke Village Concierge team has a tracking system for maintenance issues to ensure that items are undertaken speedily and any repeat problems are investigated.

We appreciate feedback most importantly from residents but also from visitors, contractors and members of the public. If you, your guests, visitors or contractors have feedback suggestions, observations, compliments, complaints, etc. please make them known to the Estate Management Team. Feedback can be submitted in person by phone, in an email or by post.

Please note however that a better way to report routine estate management queries is by using the concierge teams. This enables you to report issues 24 hours a day and get auto responses acknowledging receipt. This will then be logged and tracked by the Estate Management Team until the matter is resolved and you will receive notification of such resolution.

For links/email/phone numbers of concerned people, go to Directory.

How to report noise issues

If you experience noise at an unacceptable level from surrounding apartments, please contact Concierge for advice. After 7pm you can also contact Greenwich Council Noise Abatement.

For links/email/phone numbers of concerned people, go to Directory.

How to dispose waste

A refuse and recycling store is located in each building car park. Recycling at Kidbrooke Village is actively encouraged as it is important for the environment, the community and is required by law.

Blue bins are for recycling, black bins are for non-recyclable waste and green bins are for organic waste. The Concierge will be happy to advise you if you have any further concerns.

Please check the Royal Borough of Greenwich’s website for your bin collection timetable.

If you are having work undertaken in your home your contractor will be responsible for the removal of all building waste. Please make sure the contractor takes responsibility for this or the owner of the home will be held responsible for the clean-up and removal costs.

For links/email/phone numbers of concerned people, go to Directory.

How to dispose bulk waste

Please be reminded that the removal and disposal of bulk rubbish is the responsibility of each individual resident and items should not be disposed of around the development with the expectation that others will remove any such items. The collection and disposal of this type of waste can be extremely time consuming and expensive and it is unfair that all residents should be expected to cover these costs due to the actions of a few.

For bulk waste (TV’s, appliances, furniture, etc.) information and removal please contact Greenwich Council Refuse Collection.

For links/email/phone numbers of concerned people, go to Directory.