Frequently Asked Questions

Short-term lets continue to be a major problem at Royal Wharf and we are keen to push BAML on this issue in the months ahead.

Short-term lets – whether advertised on Airbnb, Booking.com or arranged privately – are strictly prohibited under the terms of every lease at Royal Wharf and Riverscape. Flats that are regularly used for parties can be hugely disruptive to other residents, often spilling over into the broader estate. Owners who flout this rule risk forfeiture of their lease, while tenants face eviction.

We first recommend reporting directly to Harun Murad, the Property Manager at Royal Wharf via email [email protected]

You can then fill out our form here, which we will use in our monthly meetings with Ballymore. https://rwra.uk/airbnb

As Royal Wharf has grown, so has the amount of problem vehicles we have across the development. If you come across a vehicle that is constantly parking on pavements, across multiple bays, not paying for parking, or you know doesn't have car tax, then you can report them directly to us via this form https://rwra.uk/vehicles

Joining the Royal Wharf Residents' Association is easy:

1. Visit the Members Area and click "Register"
2. Provide your name, email, and property details
3. Verify your residency (you may be contacted to confirm)
4. Once approved, you'll receive login credentials

As a member, you'll have access to:

• Members-only documents and resources
• The ability to report estate issues
• Voting rights at AGMs and EGMs
• Access to meeting minutes and committee updates

There is no fee to join the Residents' Association.

The process depends on where the issue is located:

Any maintenance issues that are inside your flat are likely to be your responsibly to fix. It is possible that this may be covered by your home insurance if you have paid for cover.

If the problem is coming from another flat (such as a leak) then it should be covered by the building insurance. This should be reported immediately to the concierge on 0203 434 0880 or via b.life.

For issues in communal areas or on the estate then please contact the concierge or raise a ticket on b.life.

If there is an emergency such as a fire, please immediately call 999.

Parking permits are managed by PCM. To obtain a virtual permit:

1. Visit https://customer-mt53tr5syq-ew.a.run.app/
2. Provide proof of residency and vehicle registration
3. Once setup you should be able to register vehicles and then swap them at any time depending on which vehicle you want to park

Only properties that have purchased a parking space have the ability to get a virtual permit. If you don't have a parking space it may be possible to rent one from someone that isn't using theirs. Posting on b.life or the local community groups is a good way to try to find a space and they typically rent for between £150-£200 a month.

Alternatively, if you have visitors it is possible to park in a street bay. Please carefully read the sign when you park as some bays are for short stays only. You can book in long-stay bays using this website (location 1550):
https://www.parkpcm.co.uk/location.v2/index.php

A proportion of income generated from street parking is directed into the service charge as an income stream to offset costs elsewhere.

To book the Community Dock for private events:

1. Log into b.life and go to the Community Dock tab
2. Make a booking on the app
3. The Community Dock costs £60 an hour to hire, with each booking a minimum of 2 hours

For emergencies, follow these steps:

Life-threatening emergencies:

• Call 999 immediately
• Then contact Estate Security: 0203 434 0880

Estate security issues (non-life-threatening):

• Contact Concierge 24/7: 0203 434 0880 (extension 1)
• For after-hours building emergencies: 0203 434 0880 (option 1)

Fire alarm:

• Evacuate the building immediately
• Use stairs, not lifts
• Gather at the designated assembly point
• Do not re-enter until given the all-clear

Emergency contact numbers are also posted in all communal areas and lifts.

Report any noise issues to the concierge, but a more effective route may be to report the issue as an anti-social problem to the council. This can be done here: https://www.newham.gov.uk/public-health-safety/noise-problems-reporting

Although BAML should issue a legal letter to remind the leaseholder of their responsibilities under the leave, their powers are limited, whereas the council can issues fines of up to £30,000.

We have been advised by the council that issues should be reported each time they happen and that the resident should keep a diary of events to build evidence. They are only likely to respond after multiple complaints.

Low level crime can be reported via 101, but a better way may be via https://www.metengage.co.uk/

This will send a report through to the local police team. If something is happening on a regular basis then it's important that you report it each time it happens as this allows the police to build up a pattern of when an issue is occurring. The local police are data driven and we are competing with heavy crime areas within Newham such as Stratford, so it’s important to persistently report issues to try to get them to allocate resources.

If this is still unsuccessful there is a quarterly Ward Panel meeting between local residents and the police. You will get notice of this when you register with met-engage and can attend in person. Alternatively, members of the RA attend and if you provide us with details we can try to raise it at the meeting.

Each financial year, the management team create a budget which outlines the costs they believe will be incurred in the year ahead. This is often based on actual spending from the previous year with some uplift for inflation.

Each year, BAML release a detailed 'service charge guide' which outlines how the budget has changed in that year. It can be found on b.life under my documents. The RA also generally sends out a simple outline of key changes.

The budget is broken down into a number of sub categories:

• Estate charge: Covers your share of estate costs such as gardening and street lights
• Residential service charge: Covers services such as concierge and Clubhouse
• Block charge: This covers issues within your specific block, such as general repairs and health and safety
• Insurance: This covers buildings and terrorism insurance across the development
• Reserve fund contribution: This is a long-term fund for the eventual repair of lifts, roofs etc.

Your property's share is determined by it's square footage and the terms outlined in your lease.

Bills are sent out twice a year, and should be for equal amounts. The first half of the financial year covers the period from 1 October to 31 March. The second from 1 April to 30 September.

At the end of the financial year, BAML work out what was actually spent and publish a set of accounts. This has historically taken some time to be released. If there is an overspend then leaseholders are asked to contribute additional money, and if there is an underspend then leaseholders get money returned to them.