SERVICING STRATEGY 17 HARWOOD PLACE, WEST PERTH

SERVICED APARTMENTS                                                                  

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     TABLE OF CONTENTS

1.0   INTRODUCTION   3  

2.0   OPERATOR   3  

3.0   OPENING  HOURS   4  

4.0   SECURITY   4  

5.0   COMPLAINTS  MANAGEMENT  PROCEDURE   4  

6.0     ROOM  SERVICE   6  

7.0   CLEANING  SERVICES   6      

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1.0 INTRODUCTION The Servicing Strategy has been prepared by Urbanista Town Planning on behalf of the prospective operator Verandah Apartments for the change of use to serviced apartments at 17 Harwood Place, Perth. The Servicing Strategy has been prepared in accordance with clause 2.5.2 of the City of Vincent Planning and Building Policy No. 3.4.5 relating to temporary accommodation, which states: “2.5.2 Servicing Strategy

In addition to the Management Plan in accordance with Clause 2.1.2, all applications for Serviced Apartments shall include a Servicing Strategy detailing the level of servicing containing, but not limited to the following:

a) Opening hours for guest check-ins and checkouts; b) Method of reservations/bookings; c) Means of attending to guest complaints; d) Cleaning and laundry services, where available;

e) Company name and relevant experience of management/operator;”

2.0 OPERATOR The proposed operator for the serviced apartments is Verandah Apartments, a reputable serviced apartment provider to corporate guests. Mr Nick Clements is the managing director of Verandah Apartments and has held this position for almost five years. Mr Clements previously managed Ocean Beach Hotel, Cottesloe and Hotel Northbridge, Northbridge. Mr Clements currently operates serviced apartments at 6 Antonas Road, Northbridge, which caters for clients such as Rio Tinto, Samsung, SNT and others. Guests are required to stay at the apartments for a minimum of three nights but no longer than six months. The Antonas Road apartments currently averages 11 night stays, which is consistent with what is proposed for Harwood Place. The Harwood Place serviced apartments is intended to provide an alternative type of accommodation for corporate guests who are seconded to Perth offices for short periods of time. The accommodation also permits their families to be present with them whilst being seconded to a Perth office.

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A majority of guests are deemed corporate clients, however Verandah Apartments also caters to regular general clients who commonly utilise their services for a short stay accommodation within Perth.

3.0 OPENING HOURS Harwood Place will be self managed with the Antonas Road apartments. Harwood Place will be utilised when the residences at Antonas Road are at full capacity. Guests for Harwood Place will be required to check-in at the reception at the Antonas Road residences. Reception at the Antonas Road apartments is open from 7am to 10pm daily with a security officer on duty after hours. Given the average length of stay is approximately 11 nights, this reception area is irregularly used and validates that there is no need to provide a concierge service at Harwood Place given the sites close proximity to Antonas Road.

4.0 SECURITY Access to Harwood Place, including the front lobby area, car parking area and apartments are controlled by smart cards and keys which are issued to guests and staff. Verandah Apartments employs a security company to control its serviced apartments. Harwood Place will be managed by 24-hour security, including vehicle patrols and walk throughs throughout the apartment building. The premises will also be controlled by 24-hour CCTV cameras located around the premises.

5.0 COMPLAINTS MANAGEMENT PROCEDURE All guests will be given the contact details of Verandah Apartments and their security firm to allow them to report any disturbances which may occur. The existing serviced apartments on Antonas Road to date have not received complaints regarding noise and other disturbances, as the guests are appropriately vetted prior to checking into the apartments. The three-night minimum stay prevents people from leasing the apartments for weekend periods only, whereby it is more likely that noise and other disturbances may occur. Upon check-in at the apartments, guests are required to sign the following terms and conditions: 1.   Guests shall not have visitors to their apartment after 10pm and any noise

(including amplified music) must not be audible from other rooms.

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2.   Should two consecutive complaints be received within a 24-hour period and verified by Verandah Apartments security service, you will be notified in writing that your stay with Verandah Apartments is terminated and to leave the premises within 24 hours from when the second incident was reported.

3.   Should Verandah Apartments receive a complaint regarding anti social behaviour which is validated by our security firm you will be notified to vacate the apartment within 12 hours of the notice.

Notwithstanding the above, should a complaint be received the following actions will be undertaken: 1.   The telephone call is logged with the Verandah Apartments staff or security

service. 2.   Security will attend the Harwood Place apartments within five minutes of the

telephone call being logged. 3.   Should the Security establish there is an inappropriate level of noise or other

disturbances occurring the security will enter the building and speak with the guests within the apartment. This is considered their first warning.

4.   Should Verandah Apartments or security service receive a second call, security will attend the property within five minutes, enter the apartments and liaise with the guests again. The security will stay on the premises until the noise or other disturbance has ceased. Upon the noise or other disturbance ceasing security will stay at the premises for the remainder of the evening/day to ensure it does not occur again.

Verandah Apartments have a two strike policy, should two complaints be lodged and validated through the security service, the residents will be asked to leave within 24 hours of the second incident. Antisocial behaviour is not tolerated, the Antonas Road apartments have not enforced its terms and conditions agreement relating to anti social behaviour against any guests to date. This is primarily due to a majority of guests being corporate clients. As detailed in the condensed terms and conditions, should an anti social compliant be received and validated by the security firm the guest(s) are required to leave within 12 hours of a notice being given. Verandah Apartments ensures guests adhere to the terms and conditions as it is a critical part of business to ensure other apartments are not disturbed by neighbouring apartments, particularly given a majority of their clients are long standing corporate clients.

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6.0 ROOM SERVICE Verandah Apartments does not offer room service, as they are self contained apartments.

7.0 CLEANING SERVICES An in-house house keeping team will clean apartments and change linen on a schedule that is dictated by check ins/outs. Each apartment has its own washing machine and dryer that enables guests to undertake washing when required. Verandah Apartments also offers an external laundry and dry-cleaning service.

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