Living in a flat, sheltered housing or extra care scheme

We have different flats and schemes across Sunderland. Flats in high-rise and low-rise buildings, sheltered housing and extra schemes have communal building entrances and hallways.

Security and safety

Concierge Service

Every flat in a sheltered housing or extra care scheme has a Concierge Service available 24 hours a day so there is always someone available to help if you need it.

Your Scheme Manager is onsite Monday to Friday. But if you would like more support, Sunderland Care and Support provide Sunderland Telecare’s 24-hour service. There is a cost for this service and your Scheme Manager can help you to request it.

Onsite care team

If you live in an extra care scheme, your onsite care team will respond to your calls 24 hours a day.

Secure door entry systems

All our schemes and flats in buildings with communal entrances have secure door entry systems you open with a key or fob. Every door entry system links to our Concierge Service, who can help you 24 hours a day.

For your security and your neighbours’ security:

  • close the door securely when you enter or leave
  • keep your key or fob safe, you will need to pay to replace it

Never:

  • give your key or fob to someone else
  • let someone in who you do not know or are not expecting
  • prop open the doors

CCTV

All our sheltered housing and extra care schemes have CCTV as part of the door entry system.

Lifts

Every lift has:

  • CCTV cameras our Concierge Service uses to keep you safe
  • a help button in case it breaks down

Report a repair for a lift that is not working property.

Fires in your flat or building

If there is a fire in your flat or building, never use a lift. Use the nearest fire exit to get to a safe place.

Flats connected to the Concierge Service

If the fire alarm goes off from within your flat, the Concierge Service will contact you to find out if there is a fire. If there is a fire or no response from the flat after 90 seconds, they will call the fire and rescue service.

Flats not connected to the Concierge Service

If the fire alarm goes off and there is a fire is in your flat:

  • get out of your flat
  • close the door
  • use the nearest fire exit to get to a safe place
  • dial 999

Fires in your building

If you consider it to be safe:

  • stay in your flat
  • wait for instructions from the fire and rescue service

If you do not consider it to be safe:

  • get out of your flat
  • close the door
  • use the nearest fire exit to get to a safe place

If the fire is in a communal area that you are in, use the nearest fire exit to get to a safe place.

Fire risk assessments

We complete fire risk assessments in each of our 25 high-rise buildings every year or after any major changes. We also complete regular fire risk assessments in all low-rise buildings, sheltered housing and extra care schemes.

If you would like to know more about how we manage fire safety in your building, email tenantfiresafety@gentoogroup.com

Smoking

It is against the law to smoke in any indoor communal areas, landings, hallways, stairs, corridors and lifts.

Communal areas

We will organise for communal areas to be cleaned.

All tenants are responsible for keeping communal areas clear and tidy. You must not leave items like mobility scooters, bicycles and furniture in communal areas.

If they do not block fire exits, communal areas can have:

  • natural plants in a pot or vase
  • non-slip, rubber-backed, edged and trimmed doormats

Scheme managers

Every scheme has a Scheme Manager who will:

  • speak with you to make sure you have the support you need
  • give advice and support about your tenancy
  • refer you to other services for financial advice
  • help you to report a repair
  • maintain the health and safety and security of the building
  • help you to access other services and agencies to support you in your home

Your Scheme Manager will not:

  • help you with medicine
  • repair something in your home
  • wash, clean or shop for you

With your permission, they may access your flat in an emergency.

Contact details for all scheme managers.

Janitors

Our janitors are responsible for communal areas and outside areas. They make sure these areas are clean, safe and secure.

Janitors report:

  • repairs as needed
  • suspicious incidents or observations

Communal areas and outside areas include:

  • landings
  • stairwells
  • bin chutes and bin areas
  • lifts
  • windows
  • floors
  • garden areas

Contact details for all janitor teams.