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THE ARCH COMPANY • CUSTOMER HANDBOOK
THE ARCH COMPANY • CUSTOMER HANDBOOK
GOOD NEIGHBOURS You may be alongside a range of other customers also going about their business. You may be sharing areas with them such as access roads and car parking. It is important to show respect for your neighbours.
ACCIDENTS AND REPORTING
If there is an accident at your property that may affect the safe operation of the railway, such as a fire, gas or chemical leak, you must inform the emergency services (999) and our Property Helpdesk immediately. In the event of damage/collapse of the arch structure report the incident to your Property Manager as well as the Network Rail National Helpline on 03457 11 41 41. If you see anything unusual or unsafe in or around your property, whether it is an unsafe working practice, suspicious behaviour, trespass or a suspect package, do not hesitate to report it.
REPORTING INCIDENTS Emergencies
Always call the Emergency Services on 999 Call the Network Rail National Helpline on 03457 11 41 41 Call the anti-terrorist hotline 0800 789 321 Call the British Transport Police on 0800 40 50 40, text 61016 or go online to www.btp.police.uk
YOU MUST...
YOU MUST NOT... • Damage, obstruct, store or leave any goods or materials on any access ways, roads, gangways, walkways, fire or escape routes
Accident/collision with the viaduct or fire
• Keep shared areas clear of goods and materials at all times • Make sure that any external areas you are responsible for are suitably lit and signposted • Discuss and agree with your neighbours how you’ll carry out any parts of your business (such as large or regular deliveries and customer visits) that may impact them • Ensure that visitors and customers are aware of any relevant safety requirements related to your property and activities • Only store goods in a safe fashion and not higher than the height agreed with your Property Manager
Suspect some terrorist activity
Potential criminal activity
• Use shared areas as extensions of your property
Health and safety issue
Go to www.hse.gov.uk for advice
• Store redundant vehicles or those to be serviced or repaired
All other reporting
Contact our Property Helpdesk if a new issue or your Site Facilities Manager or Property Manager as appropriate if relating to an ongoing issue
• Allow waste to accumulate at or outside your property
• Allow or encourage vermin in your property (either intentionally or via poor housekeeping)
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