If Residents only have one board and want another one, then this can be purchased from the ‘general’ account at the development.

Peverel Retirement has to maintain a dedicated notice board to be their main focal point for communications with Residents regarding Peverel Retirement business. It will be made clear to our staff that Residents’ notice boards may have any notices displayed relating to the business of the Association or of interest to the wider community.

Residents and Residents’ Associations can display any information or notices that relate to their own business and that is important to their own community. This will have to be checked to ensure nothing too offensive appears for the consideration of the development as a whole.

Most retirement developments have two notice boards. One is for Residents/Residents’ Association business and the second board is used for Peverel business, communications and provision of information to our customers. The Peverel notice board is a critical method of communicating with all Residents at a development. Generally we do not ask our staff on site to display anything other than company information, policies, practices or announcements on the Peverel dedicated board.

The operational structure in place at Peverel Retirement means that every aspect of managing property is done with experience, knowledge and expertise within the industry. As the leading provider of property management services, Peverel Retirement understand the importance of having highly trained staff. Being part of the Peverel Group gives each member of staff the opportunity to develop their career. This ability to train our staff has led to the creation of a tailored House Manager Diploma along with accredited in house training programmes.

Our network of field based staff provides strong local support to each development and to the House Manager to help deliver the best possible service to Residents. This network is in turn supported by dedicated office functions such as an in house accounts teams, property transfer and a dedicated administration centre in Halesowen.

Peverel is a management company established in the 1970s which has long experience in managing retirement properties. In 2007 Peverel was acquired by associates of Consensus Business Group, a specialist landlord, which also owned many freeholds of retirement properties. Whilst Peverel operates as an independent management company, Consensus Business Group is the landlord for the great majority of the retirement properties which Peverel manage.

With recent media interest focused on Peverel, our parent company, Consensus Business Group have undertaken a review of its operational process. Whilst our findings have been shared, it is important to note that these concerns are industry wide with Peverel Retirement leading the way in making changes for the benefits of its Residents.

Yes, or any other service you may have used in your previous home. Details of such visits and their frequency should be given to the House Manager so that security is maintained.

No medical examination is routinely required, although in certain circumstances you may be asked to sign a form giving the company permission to contact your doctor. Subject of course to the principle of confidentiality, your doctor will be asked to comment on your ability to lead an active and independent lifestyle.

The development will be covered by the emergency call response system. The control centre staff will respond to any problems or emergencies that arise. Subject to what residents are happy to pay for, you may also have a relief manager.

An Estate Manager performs the role of the House Manager as well as managing the team who look after an assisted living development, including the catering team. There is a member of staff on site at all times.

Yes. It is important that the House Manager is made aware of your absence in case of fire or other emergency.

This can vary to suit you development’s needs and can also depend on whether the site is covered by an emergency call response (CarelineUK) or not.

The House Manager is not expected to be a nurse or housemaid or to do shopping, but may assist in such matters should there be an emergency or any other temporary circumstances that prevent you from managing your daily affairs.

The House Manager is employed more in the nature of a good neighbour and is there primarily to oversee the day to day running of the development. The House Manager will summon help in the event of an emergency, report breakdowns or maintenance problems, oversee the cleaning of communal areas and windows and ensure that the gardens are properly maintained. At some developments the House Manager will perform defined cleaning functions. Other functions of the House Manager include helping to organise, in association with Residents, social and leisure activities within the development and generally maintaining security.

The House Manager is required to act in accordance with the Wardens' Code of Practice which Peverel, through its membership of the Association of Retirement Housing Managers, is pledged to support.

Peverel Retirement recruits House Managers with relevant experience. They may not have prior experience in the particular job, but Peverel will be looking for someone with an understanding attitude towards the elderly and a likeable presence.

The House Managers are continually supported by Peverel through its network of Area/Estates Managers, Building Managers and other staff. It must be understood that if a House Manager, for any reason, leaves the development, then a replacement is required and training of that replacement would take place on a similar basis, as soon as practicable

No. All House Managers attend a basic first aid training course, but it is not part of the House Manager's duties to provide nursing care.

Yes, from time to time the Area/Estates Manager will hold a meeting in the lounge covering items of general interest, or to consult generally on a proposed course of action. In addition, a meeting is held at which the Service Charge budget for the ensuing year is presented and, following the completion of the financial year, the accounts for that year are distributed and a further meeting may be held if there are particular issues requiring explanation. Advance notice of such meetings is always given and all Residents are welcome.

The Area/Estates Manager (or other Peverel Retirement) representativewill call at least once every sixweeks and will try to attend to all outstanding matters. 

The name and telephone number of your Area/Estates Manager is given on the development’s notice board, as is the address of the Regional Office.

Peverel Retirement can be contacted through your House Manager, Area/Estates Manager or, if necessary, by telephone or letter to the Administration Centre or Scotland office:

Peverel Retirement
Administration Centre
12 Centre Court
Vine Lane
Halesowen
B63 3EB

Peverel Retirement in Scotland
183 St Vincent Street
Glasgow
G2 5QD

In order to ensure that comments are actioned promptly, Peverel Retirement have set standards of performance within which all its employees are required to act, namely:

Acknowledgement to Customer OR Confirmation of action to be taken (Within 3 days)
Confirmation that action has been taken (Within 21days)

Depending on the nature of the complaint, it should be directed, in the first instance, to the House Manager or Area/Estates Manager.

The Peverel Retirement Regional Manager is responsible for maintaining a check on all letters received to ensure that they are processed within the established timescales.

OMBUDSMAN SERVICES

We hope that you are able to resolve any complaint by following the Peverel Complaints Procedure. Peverel Retirement is a voluntary member of the Independent Housing Ombudsman Scheme (HOS) to be made available to residents on a development by development basis. This Scheme, which was originally for landlords of social housing in England only has received the approval of the Secretary of State and endeavours to offer an impartial, careful and cost effective review of complaints, after established procedures have been followed. A leaflet on how to contact HOS is also available from your House Manager or any Peverel Retirement office but if you do have a dispute with regard to management of the development you should follow our complaints procedure and then HOS.

Developers may also operate an Ombudsman scheme and this may be in-house scheme. Further details can be obtained by writing to them directly.

Unfortunately this scheme does not apply to Scotland

This is entirely up to the Residents who are free to form an Association if they wish. Peverel Retirement fully supports the formation of Residents' Associations and will give advice on how to set one up, including providing a draft constitution. Please write to the admin centre in Halesowen for more information:

Peverel Retirement
Administration Centre
12 Centre Court
Vine Lane
Halesowen
B63 3EB

Yes, Peverel Retirement is a founder member of the Association of Retirement Housing Managers (ARHM) which has its own Code of Practice for the management of private retirement housing. This code received endorsement by the Government early in January 1996 as the standard for the management of all private retirement housing.

Yes, we support Age UK and us its Advice Information and Mediation Service.