quality scheme
Letting and marketing only service.
Property renovation and project management.
Advice on purchasing your holiday home.
The main aim of our quality scheme is to successfully match your property with the client, enabling their holiday expectations to be met at whatever level they decide to choose and with which they feel happy and comfortable. We have made this guidance as simple as possible so as not to confuse you with jargon. The following guide, outlined in the next few pages will enable, you, our property owners to aim at the level they wish to attain, our Quality Services team will be happy to advise at the appropriate time. The Heart of the Lakes Star Rating is an annual inspection and ranges from 3 to 5 STARS. The highest star being of the highest quality FIVE STARS IS THE WOW FACTOR. Heart of the Lakes accepts properties rated at 3 Star and above, we recommend that all new owners set up their property to the highest quality level within their chosen star banding. Basic Requirements It is important that you take note of the following Statutory Obligations as they apply to all property owners. Statutory Obligations • Buildings, Contents and Public Liability Insurance. • Fire Safety Regulations and a Fire Risk Assessment. • Gas and Electrical Safety - Landlords Gas Safety Certificate. • Electrical Appliance Testing - PAT test • Bunk Bed Regulations. • British Standards applying to items such as cots/high chairs.
• Private water supply annual checks. • TV Licensing. You will need to provide the following documentation to Heart of the Lakes prior to commencement of letting, a Fire Risk Assessment, evidence of Public Liability Insurance and if gas in the property an indate Landlords Gas Safety Certification and a PAT Test Certificate. If the property has an open fire or a log burner you need to provide evidence that the chimney has recently been swept. We recommend this is completed annually. If you are unable to provide a Fire Risk Assessment we can complete this for you for which there will be a charge. PAT testing is not a legal requirement. As best practice in the industry we are requesting that this is completed for your property. In addition to the above, please note the following:Owners to take responsibility for an up to date House Book containing the following:• Emergency telephone numbers (dependant on management). • Local Doctors Surgery, Dentist, Veterinary Surgery (if pets are taken). Location of the nearest A & E is also advisable. • Tourist Information for local and surrounding areas. • Additional Information – location of local banks/post office/recommended places to dine. • Household Information - details on appliances (manufactures instructions is advisable). • Refuse collection details e.g. day of collection. • Countryside Code and Responsible Tourism suggestions Parking instructions for example use of permits or discs etc.
• Clients should be encouraged to recycle waste, so it’s a good idea to inform them of where the recycling points are. Your Heart of the Lakes guide to the stars! A brief explanation of the client expectation is as follows:-
Comfortable with a good overall level of quality, with a degree of comfort and attention to detail with co-ordinated soft furnishings.
Very Comfortable with the overall quality being very good indeed, with attention to detail and co-ordination.
Superior properties with an exceptional level of quality in all respects. High level of decoration, furniture, furnishings, fixtures and fittings is expected, accompanied by an exceptional range of accessories and personal touches with a range of major equipment. What do we need... The following list will help you to make sure that your holiday guests have everything they need:Living rooms • Dining room table and chairs – to seat the number of clients that are occupying the property. • Easy seating to be provided for the number of clients in the lounge/lounges. • If an open fire/wood burning stove is in the property – a fireguard, poker, hearth brush, tongs, shovel, fuel container and ashes bucket. • Television minimum screen size of 27” – larger is better CD/radio/DVD would be an advantage.
• Wi-Fi is now a standard requirement, as customers now expect this facility. • Occasional table/coffee table Central light/wall lights. • Within each room non flammable bin. • Table lamps and or standard lamps. • Suitable window coverings. • All rooms/areas to have suitable flooring. • For 5 Stars where there is no mobile reception, recommend a telephone accepting incoming and outgoing calls. • Music system/ iPod docking station. • DVD player/recorder. Bedrooms • All beds should have headboards. • Mattresses to be clean and sound and of a standard size – Adult single 3’ x 6’3”; adult double 4’6” x 6’3”. If space allows then it is advisable to put in larger beds e.g. King size or Super King. • If there are 2’6” beds they will be advertised as children’s beds. Beds to be made up as follows: 2 pillows per person – not feather filled, duvets (appropriate tog), (non- feather), spare blankets to be available, mattress protectors, pillow protectors. • Where there is hard flooring, then non-slip bedside rugs to be provided. • Dressing table or equivalent with a mirror. • Wardrobe/hanging space in at least one bedroom - preferably the master. Bedside tables/shelves with bedside light to be provided for each occupant i.e. both sides of a double bed, twin beds can share shelf and drawer space. • Coat hangers 4 per person. • Chair or stool if space allows. For 4 Stars; All sleeping space to be in bedrooms – studios or galleried bedrooms would be
accepted and will be clearly advertised. For 5 Stars; Galleried bedrooms are only acceptable where a property sleeps no more than two. Bathrooms • Bath and/or shower, wc and washbasin. • Washbasin in family bathroom to be of a standard size (not less than 14” x 9”). • Where more than 6 clients are accommodated, a shower should be available. Non slip bath mat if base of shower/ bath is not anti-slip. • Soap dish in shower. • Shelf/surface for clients to house toiletries (not the WC cistern). • Mirror adjacent to washbasin. • Opening window and or approved ventilation system. • Suitable window coverings (to give adequate privacy if overlooked). • Toilet roll holder/towel rail/toilet brush. • Within the bathrooms/WC a covered bin. • Lock to the door of the main bathroom. • Shaver adapter (not necessarily located in the bathroom). • Appropriate bathroom lighting - consider light over mirror if main lighting is low voltage. For 5 Stars; Access to the main bathroom should not be accessible via another bedroom/ bathroom and towels to be included. Where 6+ clients are accommodated second shower/bath with a basin & WC be provided – this could be an en-suite. Kitchen • Sound clean full size cooker/hob with oven & grill.
• Fire extinguisher wall mounted between the cooker and the main exit of the kitchen. • Notice board. • Microwave. • Fridge with ice making compartment unless separate freezer. • Sink with draining board, dish drying rack. • Hygienic work surface. • Covered waste bins and liners accompanied by recycling arrangements. • Storage space suitable for food. • Sufficient storage space for all kitchen/ cookware. • Adequate lighting to be in place.
(bins with lids/ wheelie/secure bunker. • If you have shed/garage to store bicycles in, this should be lockable. • It is a good idea to provide a long handled shovel - this would help in the winter months if it snows!
For 4 Stars; Access to washing machine and heated drying facility, freezer space available – please note that within a fridge the freezer box needs to be 3*** or above.
If pets are accommodated, particular attention should be given to removing pet smells.
For 5 Stars; Freezer and dishwasher (see inventory). General Interior • Fixed heating throughout the property e.g. underfloor heating, central heating/ storage heaters/electric panel heaters. • Vacuum cleaner. • Iron & board. • Additional freestanding heater/s – at least one – depending on the size of the property – this is just in case we have a winter like 2009/2010 (this can be hidden away in a wardrobe). General Exterior • If there is a garden – table and chairs to be provided. • Exterior lighting - not essential but recommend sensor lighting. • Appropriate refuse disposal facilities
Cleanliness and Maintenance Cleanliness is fundamental, so a high of standard of cleanliness MUST be evident and maintained throughout the property. OWNER MANAGED - Regular deep cleaning of the property is recommended.
Accessories and Guest Information Owners to take responsibility for a House Book (as previously mentioned). Recommend that the televisions be of size that can be viewed comfortably from all angles of the room. Minimum screen size 27” but owners should bear in mind that many guests will have larger TVs at home. At any Star level, your clients would really appreciate some or all of the following:• SKY/Freeview/Freesat. • DVD player/recorder. • CD player/iPod docking station. Clock radio in bedrooms. • Perhaps include a few DVDs/CDs – feature films and few on the local area (please be aware that they should be PG rated). • Local guide books and up to date reading material, ordnance survey maps, walking/ cycling information. • Books, games and jigsaws.
• Cookery books/ wipeable apron. • Televisions in bedrooms – with DVD players (21” minimum). • If space allows in a separate room - a games table e.g. table football could be an advantage Personal Touches are important, but they shouldn’t clutter the property. • Pictures/prints – in keeping with the décor. Added Value If the property is owner managed an extra mark or two could be given for a welcome beverage tray/box of chocolates/ bottle of wine accompanied by a welcome card/vase of fresh flowers. General Decoration Quite simply - the better the quality, the higher the numbers of stars can be achieved with the highest grades awarded to those properties which have been decorated to a professional standard. Plain painted walls and or wallpapered walls should be done to a high quality finish; owners should be aware of current trends in colour schemes and styles and should understand that dated colour schemes/patterns reduce the overall impression of quality. Unless you feel confident with the use of colour a neutral palette with accents of colour can be easily maintained or changed and is less likely to date in the short term. Furniture, Furnishings and Fittings This encompasses the whole property including dining room, living room and bedroom furniture and incorporates seating, soft furnishings, window dressings (curtains/voiles/ blinds) curtain poles, light fittings etc. Quality furniture, fully interlined curtains, with
perhaps curtain poles opposed to curtain tracks with co-ordinated fabrics and soft furnishings are encouraged – colour can be introduced if the décor is neutral. Solid pieces of furniture for sideboards/coffee tables/dining tables/dressing tables/bedside cabinets etc, with easy seating offering a high degree of comfort. Light fittings would be marked higher than just a basic light shade. With regards to planning any room layouts, consider accessibility to power points, i.e. for the use of hair drying, clock radios, lamps to dressing tables & bedside lamps within bedrooms. For smaller rooms, furniture should not dominate the room, space should be well utilised. Flooring Areas of high wear and tear i.e. hallway/ entrance doorways/vestibules - hardwearing style floors are recommended. In terms of quality, cheaper style laminates/thin carpets with no underlay and cheaper style floor coverings would come in at a lower quality level – for a higher grading, guests would be expecting professionally fitted quality carpets e.g. 80/20 wool. Where there are thinner carpets fitted, a quality underlay is recommended. Hardwood or other solid flooring within living areas and bedrooms would be more comfortable if rugs were provided. EXPERIENCE HAS SHOWN THAT MOST CLIENTS RATE KITCHENS & BATHROOMS AS THE MOST IMPORTANT AREAS.
Kitchens and Bathrooms Decoration In addition to the guidelines for general decoration, these important areas should be decorated with appropriate materials which may include tiling, cladding, tongue and groove etc, any of which should be to a professional finish. Kitchen and Bathroom Flooring Condition and quality is looked at, ideally for maintenance and hygienic reasons, practical non-slip flooring is encouraged, e.g. vinyl (for a lower Star rating); higher up the scale waterproofed professionally fitted laminate, ceramic tiles, Karndean, Rhinofloor, Marmoleum, Amtico, Ovation, Lakeland Slate etc. Fixtures, Fittings and Sanitary Ware This area covers taps, toilet roll holders, showerheads, plugs, mirrors, shower curtains/ screens, towel rails, hooks, shaver points, lighting and heating fittings, extractor fans, washbasins, baths, WC’s, showers and window dressings. • Sanitary ware to be matched. • Accessories should be robust, and matching wherever possible. • If the windows are small, then the fitting of an extractor fan connected to the light is encouraged (clients don’t always open windows). • Space to be well utilised so that guests can store toiletries conveniently. • Full size washbasins if family bathroom (i.e. not cloak room size which is approx 14” x 9.5”). Towel rails could be heated. Once again if the overall quality is good then the expected quality rating would be higher. Heating and Lighting This relates to the quality and provision of lighting and heating and whether it is sufficient for the size of the property and the number of
clients accommodated. It is recommended that the balance of natural and artificial light be appropriate, and that there is controllable lighting in all the areas. Preferably more than one source of lighting, be it standard lamps/wall lights in addition to main lighting. Within bathrooms and kitchens halogen style lighting is ideal but not essential. Effective levels of fixed heating to be provided, be it central heating, electric panel heaters or storage heaters. Within the higher graded properties clients would expect temperatures to be easily controlled. Beds Mattresses, headboards, bed bases and bed frames are all assessed in terms of quality. Cheaper mattresses and beds are a false economy, as usually they have to be replaced more frequently. Clients would expect to have firm mattresses with bed bases/frames free from damage and solid in structure, quality mattresses are encouraged e.g. pocket sprung. Bedding and Linen This relates to the quality of duvets, blankets, pillows, sheets, duvet covers, mattress protectors, valances and bed- spreads/throws. • Beds should be well presented with pressed linen with co-ordinated duvets and sheets. • Cushions/bedspreads could be added to create a more finished/coordinated look. • If the beds are divans, then valances must be provided. • Pillows to be plump with protectors to be used (feather not suggested due to allergies). • Mattress protectors to be fully fitted, preferably with breathable fabric. • For children’s beds rubber/plastic protectors may be provided. • Duvet tog to be appropriate to the season.
Kitchen Furniture and Fittings Includes units, cupboards, work surfaces, window dressings, lighting and heating fittings, extractor fans, kitchen table and chairs. More than adequate storage and work space for both cookware, crockery, etc. as well as groceries. Professionally fitted and matching units, as with other areas, the higher the quality of units, the higher the score. Electrical and Gas Equipment This would include fridges, cookers, hobs, etc. Smaller electrical equipment, where provided e.g. food processors, food mixers, coffee machines etc. White goods – washing machines, freezers, dishwashers.
To be well maintained and good working order.
Quality is very good indeed.
Extended range of appliances, for example food mixers/bread makers/hand blender should be considered. Crockery, Cutlery and Glassware Range and quality considered – strongly recommend that the quantity exceeds the number of guests to be accommodated at the property – especially with those that have a dishwasher.
Recommend a heavier style of cutlery – rather than just basic canteen style. A good selection of glassware. A good range of crockery & tableware – plain designs are more appealing.
Quality of cutlery to be very good. Recommend the quality of the crockery to be substantial – i.e. Denby or similar Glassware to be very good.
Quality of crockery, cutlery and glassware to be high. Kitchenware, Pans and Utensils This area covers range, condition and quality of pans, baking trays, serving & cooking dishes and utensils:• Would recommend heavier based pans (as they are more durable than cheaper branded); stainless steel tends to weather the test of time. • Non-stick frying pans are recommended but will have to be replaced regularly. • Consideration will be given to the inclusion of items that clients would expect to have at home i.e. hand held blenders, garlic press, slotted spoons. • Provide suitable crockery/cookware for microwave/dishwasher usage. • Quality and range of sharp knives i.e. vegetable knife, carving knife, bread knife and cooks knife - a heavier style will be a lot more durable, a knife sharpener to be included. • With regards to utensils, stainless steel ones are recommended, rather than flimsy plastic ones, but remember a fish slice that will not damage non-stick pans is essential. Exterior Well maintained, limited weathering (dependant on the time of year). Clear signage (making it easier for guests to recognise the property).
Grounds and Gardens including Car Parking Please note that if there are no gardens/ parking/grounds then it is not marked. • First impression is important, areas should be free of weeds and as tidy as possible, dependant of the time of the year, hardy planting is recommended. • If parking is available, then the surface should be free of pot holes. • Effective lighting where required i.e. driveway/garage/back and front doors, as mentioned in the requirements area, sensor lighting could be fitted. • If possible screen off the dustbins if they are visible from the entrance. Your Facilities Guide To give clients more information on the provision of equipment in each property, we have included our own facilities level guide. The level ranges from three to five and appears alongside each property description in the brochure. Your property will be allocated a Facilities Level based on the following:Facilities Level 3 Fully equipped with comfortable seating and dining facilities for each person plus TV, iron and board, full size cooker, fridge with ice box, microwave, bath or shower, double beds minimum 4’6” wide, with access from both sides, single beds 3’ wide unless stated otherwise. Additional items listed with property description. Facilities Level 4 As above, plus automatic washing machine and heated drying facilities in property or on site, or laundry service, garden chairs for garden or
patio, where appropriate. Additional items listed with property description. Facilities Level 5 As above, plus dishwasher, freezer, DVD, garden table and chairs where appropriate. A telephone is no longer required at this level. Additional items listed with property description. Heart of The Lakes Guide to reading your report All areas of the property are inspected, with a quality mark given. These quality marks are neither definitive nor exhaustive. Hopefully it will provide guidance for you, the property owners into understanding the inspection process and the rating awarded. Where the terms such as ‘adequate’, ‘very comfortable’ etc are used, these denote ascending levels of quality in broad terms only. They are purposefully non-specific, recognising the wide variety of quality elements that could be included in the quality mark. Quality Markers 1 = Adequate 2 = Fairly Good 3 = Comfortable 4 = Very Comfortable 5 = Superior The marks are given impartially, and are totally dependent on quality and not personal taste. Quality Percentages 65-70% = 3 star 71-77% = 3 star+ 78-81% = 4 star 82-89% = 4 star+ 90-100% = 5 star
kitchen inventory ☐ Bowls - cereal or soup
☐ Measuring jug
☐ Plates - dinner & side
☐ Cake/biscuit tin
☐ Egg cups
☐ Serving dishes - 2 or more
☐ Mugs - strongly recommend that there are definitely more than the number of occupants
☐ Potato masher ☐ Colander ☐ Frying pan
☐ Teacup and saucer - not essential however some people prefer
☐ Oven roasting tray ☐
☐ Tumblers - large & small ☐ Wine glasses - good weight ☐ Spoons - to include dessert/soup & teaspoons
Saucepans - large, medium, small with lids, heavy based ones are recommended. If more than 6+ people two additional pans
☐ Torch/emergency lighting
☐ Carving knife & fork ☐ Ice making trays
☐ Knives - to include table knife & side knife
☐ Mixing bowl - large and small
☐ Set of kitchen knives
☐ Pie dish
☐ Cutlery box or drawer divider
☐ Ladle
☐ Milk jug/water jug
☐ Bread/ chopping board x 2
☐ Baking trays/tins
☐ Bread bin
☐ Sieve
☐ Butter dish
☐ Vegetable peeler
☐ Cafetiere or coffee maker
☐ Corkscrew/bottle opener
☐ Casserole dish with lid larger properties min. 2
☐ Kettle ☐ Kitchen scissors
☐ Condiment set
☐ Table spoons/serving spoons
☐ Grater
☐ Iron
☐ Forks - table & dessert
☐ Oven cloth or mitts
☐ Fish slice
☐ Clothes line & pegs or airer
☐ Table cloth or place mats
Note: additional items could be added and
☐ Vacuum cleaner
are greatly appreciated e.g wok, garlic
☐ Sugar basin ☐ Toaster - if property sleeps 6 or more, must have a larger toaster
press, hand blender, spatulas, thermos flask, a range of plastic storage containers (with lids). Picnic gear would also come in handy.
☐ Tin opener ☐ Carving dish or platter
Any pans/utensils/kitchen & cookware
☐ Knife sharpener
that begins to look worn need to be
☐ Dust pan and brush ☐ Dish cleaning cloths ☐ Washing up bowl with brush or sponge ☐ Bucket ☐ Teapot ☐ Toast rack ☐ Slotted spoon ☐ Whisk ☐ Kitchen tongs ☐ Mop ☐ Dusters ☐ Wooden/plastic mixing spoon ☐ Broom
replaced ASAP.
heartofthelakes.co.uk for more information