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Welcome to



insert property name






































insert address



Information folder


This folder contains useful information which we hope will be
of help to you whilst you are on ho
liday


Please contact the Caretaker if any of the information in this folder

is not correct in order for the errors to be rectified.


Insert property photograph




Contents




People to call if you have a P
roblem

& suggested Solutions



Emergency Services

& Fire Safety Advice



Points to

note d
uring your stay



Services


Electricity, Gas, O
il etc (including emergency stopcocks etc)



Prior to Leaving

-

Important points to note for your Departure



The Environment
-

Beside the

Seaside, beside the S
ea



General Information

& Contact Numbers



Town/S
urrounding Area Map




We sincerely hope you enjoy your holiday in our area and you are pleased with your
choice of Holiday Accommodation.


Thank you for booking through Cornish Horizons (Holiday Cottages)





People to call if you have a problem


H
ousekeeper

Problems with the standard of cleaning, if you want to arrange special or extra
cleaning or if you have not been provided with cleaning materials, dustbin bags
etc at the start of your stay


please contact


[
Insert name of
Housekeeper

& contac
t telephone number
(s)

]


Caretaker

If an appliance is not working correctly, there is something which is missing or
broken or there is something wrong with the building or servic
es


please
contact the
owner/
caretaker


[
Insert name

of
Owner/
Caretaker &
contact telephone number(s)

]



NB.

Before contacting the
Owner/C
aretaker please note the most
commonly occurring faults in holiday homes


listed on the following page.




Possible solutions to common problems


Ovens

The oven or grill not working! In the
vast majority of cases this is due to the fact that
the oven has been set to automatic or, with some ovens, that the clock has not been
set. Please consult the oven instruction booklet. Please also check that the mains
switch on the wall has not been turn
ed off.


Fridges

The ‘fridge is not working at all or is not cold enough. Please check that the mains switch
on the wall has not been turned off and that the thermostatic control inside the ‘fridge
has not been set to off or to a setting which is too low.
If the ‘fridge is cold at the back
but not cold enough at the front this could be because there is too much food in there to

allow the cold air to circulate.


Electric Night Storage Heaters

If this property has storage heaters and these are not working i
nitially or the heat is
being lost too quickly. Please see general advice under “HEATING” later on in this
manual.


Washing Machine Door will not open

Usually this is because there is a time delay on the machine


check the washing
machine instruction bo
ok. Leave at least 5 minutes before attempting to open the
washing machine. Do not force the handle. If the door still will not open call the
caretaker. PLEASE NOTE


YOU MAY BE CHARGED IF YOU BREAK THE DOOR HANDLE.


Water heater


electric

The immersion
heater is not working initially or hot water is running out quickly. Check
to see that the water heater(s) is turned on; if there are two switches one of these may
be off peak which means it will only heat the water over night, in which case the other
swit
ch will need to be turned on if there is no or insufficient hot water. You may find that
instead of a second switch there is a ‘boost’ d
ial which, if turned, will heat

the water for
an extra hour.


Loss of Electricity Supply

Loss of all supply

-

Please che
ck that the main earth trip breaker has not been activated
(its location should be listed under “SERVICES” later in this manual.) NB
. T
his can cut
out for something as simple as a light bulb failing. If the trip is still on it is likely that there

is a p
roblem with the electricity company’s supply either due to a general power cut, a
local supply fault or just possibly a failure in the electricity company fuse. You could
confirm whether there is a general power cut or a local supply fault by enquiring at

an
adjacent property. The helpline for the local electricity company (Western Power) is
0800 365 900
-

you will need to
give the postcode (see front of this information folder
or your direction pack).


Loss of part supply

-

Please check the main fuse boa
rd to see that an individual circuit
breaker has not been tripped (its location should be listed under “SERVICES” later in this
manual.)
-

NB this can cut out for something as simple as a light bulb failing. If this
property has an older fuse board with f
uses you will need to contact the caretaker.




Possible solutions to common problems, cont.



Water Supply

A discolouration in the water is usually due to a change in pressure or a leak on the
mains water supply nearby. The discoloured water should be re
ported to South West
Water on 0800 169 1144


you will need to
give the postcode (see front of
this
information folder or your direction pack). Assuming they are already aware of the
problem they will usually be able to tell you how long it is likely to l
ast. They will also
usually advise you to run the supply for an hour or until the water runs clear. If the
property is on a water meter they should tell you that they will credit the owners
account for the run
-
off water used.


Cloudy or milky looking water

is usually because air has got into the system and, in that
case, is safe to drink.


TV not working

Check that it is plugged in and switched on at the wall, the aerial lead is plugged in at
both ends, and that the
dvd or
video player (if provided) is plug
ged in and switched on
both at the wall and on the player.




Emergency Services



E
mergency
:

FIRE, POLICE, AMBULANCE or COASTGUARD
dial

999 or 112


P
olice



0
845 2777444

for
non
-
emergency

enquiries


D
entist



01841 532373

[
Padstow area


for other areas

tr
y Yell.com
]


NHS D
irect



0845 4647 (24hr. helpline)


V
et



01841 520647

[
Padstow area


for other areas try Yell.com
]


Doctor



01841 532346

[
Padstow area


for other areas try Yell.com
]


If the surgery is closed you will be directed to the appropriate

means of contacting a doctor out of
hours, either by direct transfer or by answerphone message. You must listen to the whole
message, as there may be different telephone numbers to ring at different times of the day. The
out of hours service is for cond
itions which cannot wait until the surgery opens the next morning.
Make the call from a telephone which is able to receive incoming calls, since in most cases the
doctor will need to telephone the patient back. If you call on behalf of someone else, ensu
re that
you have full personal details of the patient. Patients may be given an appointment at one of the
out of hours surgeries. Note that these are by appointment only; that if patients arrive without an

appointment they will be asked to telephone for
an appointment, before they can be seen. Usually
the centres are not continuously manned.




Emergency Services

Your postal address is:
-

[Insert address]


Directions to give doctor, emergency services, etc.:
-

[Insert directions]


The nearest public telepho
ne box is:
-


[Insert directions to nearest telephone box even if there is a telephone in the property]


The nearest Casualty units are:
-


Minor Injuries


Call before going to find out opening times

Bodmin Hospital




01208 251577


Camborne and Redruth Ho
spital


01209 881650


Edward Hain Hospital, St Ives


01736 576107


Falmouth Hospital




01326 434739


Fowey Hospital




01726 832241


Helston Hospital




01326 435815


Launceston Hospital



01566 765653


Liskeard Hospital




01579 335278


Newquay Hospital




01637 893623


St Austell Hospital




01726 291199


St Barnabas Hospital, Saltash


01752 857407


St Mary's Hospital, Isles of Scilly

01720 422392


Stratton Hospital, Bude



01288 287713


Accident & Emergency


Royal Cornwall Hospital, Treliske, Truro 0187
2 250000




























As you may be unfamiliar with your holiday property the risk of fire could be increased.


Know Your Holiday Home



Familiarise yourself with the property layout especially the location of exits,
windows and keys.



Make sur
e you know where the Fire Extinguisher and Fire Blanket are located.



Make sure you know where emergency lighting (usually a torch) is located.



Test smoke detectors on arrival by depressing the test button.


Be Prepared



Discuss what you would do in the even
t of a fire. Plan escape routes and keep all
exits clear.



Make sure all your party knows what to do in a fire situation and how to escape
safely.



Agree in advance where you will meet if you have to exit the property due to a fire.


Take Care in the Kitche
n



Not all cookers are the same, be aware that the cooker may heat faster or slower
than your own.



If deep frying do not fill the pan more than a third full of oil. If the oil starts to
smoke
,

take
it
off

the heat
. Do not put food in


leave to cool. Mak
e sure food
you put in to fry is dry.



Never leave saucepans on the heat unattended.



Do not allow electrical flexes to go near the cooker tops.



Keep toasters away from electrical flexes, curtains and combustibles.


Avoid unnecessary risks



Portable heaters s
hould be positioned safely, preferably against a wall facing into
the room, and at least 3ft from furniture. Do not use portable heaters to dry
clothes or towels.




‘Open’ fires should be protected by a fireguard at all times.



Do not smoke or use candles i
n the property.


Any Problems

Contact the Owner / Caretaker


[
Insert name and contact telephone numbers
]


Other
Safety



If you think something is unsafe
do not use it and
please inform
the Owner /
Caretaker [
Delete as applicable
]
immediately
.




Electrical a
nd gas appliances must be used in accordance with instructions. If
possible, please inspect appliances (eg. vacuum cleaner flex) before use in case of
damage by previous occupants.




Check for areas specifically unsafe for small children, eg. ponds, rail
ings around
balconies or terraces, household products, ant poison, etc.





Fire Safety Procedure


































Points to Note During Your Stay



Rubbish

[
Padstow area


for other areas visit
Cornwall Cou
nty Council website

and
adapt the following as necessary
]

Rubbish is collected on
Tuesdays
, often very early in the morning. North Cornwall
District Council will only collect from the kerb;
this is where you will need to place the
rubbish. We suggest you

leave the dustbins out there on Monday night

(leaving bags is
not a good idea as they get ripped apart by foxes, seagulls, etc.)
.


If you have not been left a supply of dustbin bags contact the housekeeper. (Do not use
recycling bags for ordinary rubbish

as the dustmen will not take them.) Somebody else
will have to put out your rubbish next week so please make sure that it is all securely
bagged up. It is particularly important that
absolutely all rubbish in wheelie bins is bagged

because
otherwise the

dustmen will not take it

-

they do not have bin lifts on their refuse

lorries).


Bank Holidays

Weeks with a Bank Holiday Monday


no change to rubbish
collect
ion arrangements.


Collection point for this property is

[
Insert collection point
]


The disposa
l of refuse during the holiday season is a major headache for property
owners, caretakers and housekeepers. We would be extremely grateful if you can limit
the amount of rubbish generated and please make sure you do not miss BIN DAY


Recycling
[
Padstow ar
ea


for other areas visit
Cornwall County Council
website
]

Collections are fortnightly starting at 7.00 a.m. The dates for your area should be
shown on a calendar on the wall. Your recycling round is Padstow Blue Zone.


Blue bag



Newspapers & Magazines



Catalogues & brochures



Junk mail & stationery

DO NOT INCLUDE



Wrapping paper & wall paper



Brown envelopes



Plastic wrappings


Clear bag



Drinks & food cans (please
wash)



Aerosol cans



Plastic milk bottles (wash &
squash)



Foil (put in carrier bag first)

DO NOT
INCLUDE



Paint tins



Plastic pots, trays & bottle tops



Other plastic bottles



Plastic packets (e.g. crisp & tea)



Plastic bags, film & wrappings


Red bag



Clothes & accessories



Household textiles

DO NOT INCLUDE



Torn & dirty clothing & odd shoes



Rags and damp i
tems


In supermarket carrier bags



Glass bottles & jars (remove
tops & lids)

DO NOT INCLUDE



Any other type of glass


Cardboard



Cardboard boxes & packets



Brown envelopes



Cardboard food packets and
sleeves

Please flatten them


do not put in the
recycling ba
gs

DO NOT INCLUDE



Drinks or milk cartons




Otherwise the nearest bottle bank together with aluminium, clothing and paper banks
are at Padstow next to the council offices which are just by the entrance to the car
park at the end of the Camel Trail.

[
Adapt
as appropriate
]



Breakages and Faults

If you should break or damage something during your stay, please arrange for the
item to be replaced or repaired. If this is not possible please contact the
owner/caretaker and arrange to pay for the repair/replacem
ent. The nearest outlet to
obtain crockery is [
Insert outlet
].


If something should go wrong during your stay please inform the caretaker
IMMEDIATELY. Do not leave this until the end of your stay because there may then be
insufficient time to correct the d
efect before the next occupant arrives.


Parking, boundaries, etc
.

[
Insert information as appropriate
]


Security

Please
make sure that you lock up and make the property secure when you go out.
Keys are found [
Insert location of keys
]
. Please make sure yo
u put keys back where
you found them on departure.


Cleaning

[
If housekeeper prepared to offer this service
]

If you would like any cleaning carried out during your stay please contact
the
Housekeeper.


Bedding

Please do not take linen, bedding or towels ou
t of the
property
.


Ants

Ants are occasionally a problem at certain times of the year. You may find ant poison
kept in a cupboard in the house (probably under the kitchen sink) and you are free to
use this as required. Please take care when using near fo
od and read instructions
carefully. Please clean away surplus poison before you leave to prevent it being a
danger to the occupants who follow you. If you cannot find ant poison and you would

like it provided please call
the Owner/ Caretaker [
Delete as a
pplicable
].


Tar

After spending a relaxing day on the beach, please check your feet before entering
your accommodation just in case you have tar on your feet.


Dogs

As mentioned in your booking conditions, dogs should not be allowed in bedrooms or
on the f
urniture. Please do not leave your dog unattended in your accommodation at
any time.
[
Delete if not applicable
].




Minimum
Kitchen
Inventory


The following is an inventory of the equipment which should be found at the house as
a minimum. Please tell the

owner/caretaker if you find any item is missing.


Per Person



Bowl


Cereal or
soup



Plate


large and
small



Egg cup



Mug



Teacup and saucer



Tumblers


large and
small



Wine glass



Knives


table and
side



Spoons


soup,
dessert and tea



Forks


table and
desser
t.


Per Property



Ashtrays


if smoking
permitted



Baking tray or tin



Basic clothes drying
facility


line or rack



Biscuit or cake tin or
storage container



Bread board or
chopping board



Bread bin/Storage
container



Bread knife



Broom



Bucket



Butter dish



Cafet
iere or coffee
maker



Casserole dish with lid



Carving knife and fork



Cleaning agents
including washing up
liquid

appropriate to
equipment supplied



Clothes pegs


at least
24



Colander



Condiment set



Corkscrew and bottle
opener



Cutlery box or drawer
divider



Di
sh cleaning cloths



Door mat at exterior
doors



Duster



Dustpan and brush



Fish slice



Floor cloth and/or mop



Frying pan



Grater



Ice making tray



Iron and ironing board



Kettle


automatic
electric



Kitchen scissors



Ladle



Measuring jug



Milk jug



Mixing bowl


larg
e
and small



Oven cloth or mitts



Oven roasting tray



Pie dish



Potato masher



Potato peeler



Saucepans


large,
medium, small with
lids



Two additional large
saucepans if 8 or more
guests

are
accommodated



Serving dishes x 4 (to
include salad bowl

and
vegetable d
ishes)



Sieve



Spare light bulbs (at
least one for each type
used)



Sugar basin



Table cloth (or one
place mat per person)



Table spoon (
4
minimum)



Teapot



Tea towels with hooks,
rail or suckers



Tin opener



Toast rack



Toaster



Tray



Vacuum cleaner



Vegetable knife



Washing up bowl with
brush or sponge



Water jug



Whisk



Wooden / plastic
mixing spoon





Services


Water Main

Stopcock located [
Insert location
]


Electricity

Mains switchboards and earth trip breaker located [
Insert location
]


Gas

Shut
-
off valve located [
Ins
ert location
]

[
Delete if not applicable
]


Gas

Tank located [
Insert location
] [
Delete if not applicable
]

Please note


if the gauge registers less than 30% please inform the [owner /
caretaker]

[
Delete as applicable
].


Oil

storage tank located [
Insert locat
ion
] [
Delete if not applicable
]


Septic Tank

It is important that no unsuitable chemicals are used. Please check the
instructions on the product you are using. Never put disposable nappies, sanitary
towels, etc. down the toilet.

[
Delete if not applicable
]


Heating and Hot W
ater


Several different types of heating are described


delete the ones which do not apply
and adapt the ones which do.


Gas [
Oil
] Central Heating



The radiators and hot water tank
[
delete ‘tank’ if the boiler
is a Combi
]
are heated b
y gas

[
oil
]

boiler which is located
[
Insert location
]
. The
programmer is
[
Insert location
]
.


Generally, the water will be programmed to come on twice
[
Auto
]
per day and this
should, in most circumstances, be perfectly adequate. If however, extra hot wa
ter is
needed and the boiler is not due to come on just press the ‘change’
[
advance/
override?]

button and the boiler will come on and heat the water without you having
to change the programme.


[
Combi boiler
] If the hot water tap runs cold it could be t
hat it has not been turned on
sufficiently or the boiler may need relighting.


To re
-
light the boiler [
Insert instructions
]. [
See also instructions on inside of flap on
boiler
].


The central heating should (hopefully!) not be required in the summer. If,
however,
heating is required for a short time just

set the programmer to
‘cont’ and the heating
will run continuously until you turn it off. PLEASE REMEMBER TO TURN IT OFF.


During the winter you will probably find that the heating has been set to come on

twice and this should usually be perfectly adequate. If, however, you find it is cold
during the day just press the ‘change’
[
advance/ override?]

button next to the slide
control and the heating will come on. If the weather is very cold you may find it
necessary to leave the slide control on ‘once’

[
all day
?]
.


There is a thermostat
[
Insert location
]
. The temperatures are shown in Centigrade
and a setting of 20
˚

should be adequate at most times. Each radiator also has
individual thermostat so that you can vary the temperature from room to room.








[
If temperatures are show
n

in Fahrenheit
] 50˚F is equal to 10˚C, 60˚F is equal to
15˚C and 70˚F is equal to 21˚
C



The radiators have thermostatic valves which means that you can control the
level

of
heating in each room. So if you find some areas of the house are not warm enough it
would be better to turn up the thermostats on the radiators in those areas rather
than turn up the heating in general.


Please do not leave the heating on if it is not necessary.


There is an immersion heater for the hot water tank. The switch is
[
Insert location
]
It
should never be necessary to use the immersion heater unless the boil
er has broken
down. If you do feel the need to use it PLEASE REMEMBER TO TURN IT OFF.


Additional heating


[
Insert information as necessary, eg. gas fire in lounge
, heated towel rail in bathroom
]



Electric towel rail



Can become very hot so please take
care with young children. Do
not put more than two layers of towels/clothing on the rails.


Electric Fan Heater

The Electric Fan Heater is [
Insert location
]. The heater sometimes overheats and cuts

out. If this should happen please press the re
-
set butt
on which is [
Insert location
].


Convector Heater

There is also a portable convector heater which is
[
Insert location
].


Open fire

Please use the fire guard at all times.


Wood burning / Multifuel stove

There are vents which control the burn and these a
re
[
Insert location
].
Always use
the tool
s

provided or a heat proof cloth / glove to handle the controls.


You can buy logs from
[
Insert location
].


Gas fires/heaters

To light the gas fire / heater
Insert instructions
]. If you have any problems or can
not
find operating instructions, please contact the caretaker.


Electric radiators

To turn on the heaters

[Insert instructions
]. If you have any problems or cannot find
operating instructions, please contact the caretaker.


Hot Water


Hot water heated by
electric immersion

The hot water tank is located [
Insert location
] and is heated by electric immersion.

The switch is located [
Insert location
].

There are two switches labelled ‘Sink’ and ‘Bath’. Turn on ‘Sink’ for a small amo
u
nt of
hot water, ‘Bath’
for more hot water.
Please do not leave both switches on as the


water may overheat and scald. It is safe to leave them on for a short time to speed
up the heating process.


Hot water heated by off peak electricity

-

The hot water tank is located
[
Insert

location
] and is heated by

electric immersion. The switch
es are [
Insert location
]
.
There is a timer on the immersion which is run off the off
-
peak
electricity
supply so
that the water heats at night. However, if you run out of hot water in the day ther
e is
a boost dial.


There are two switches for hot water, labelled
‘Emergency Hot’ and ‘Economy Hot’
You should find the
‘Economy Hot’

switch turned on when you arrive and for most of
the time you will find that the water heated by this switch should be pe
rfectly
adequate for your needs. If, however, you find that you are running out of hot water
then switch on the

‘Emergency Hot’

switch for a short period but YOU MUST
REMEMBER TO TURN IT OFF

since the water could over heat and become dangerous
after a tim
e.


Shower

-

The shower runs from the domestic hot water system and is
thermostatically controlled.

The mains switch for the electric shower is [
Insert location
]

The shower runs off mixer taps on the bath. If a hot or cold tap is turned on
elsewhere in

the property this could affect the temperature of the shower water.



Heating


Night Storage Radiators
-

The night storage heaters use off
-
peak electricity, heat up
overnight and give out their heat during the day. Therefore, they will not give out any
h
eat when you first turn them on. You can vary the temperature and the time of day
the heat is given out by the dials on the top of the heaters. Generally, the Input dial
controls the amount of heat stored and the Output dial controls the amount of heat
g
iven out during the day. By way of example: during mild weather you would
probably not need to set the heaters on full, so turn the Input dial to, say, 4. If you
want just background heat throughout the day set the Output dial to, say, 3.
However, if you
are out all day and want to conserve the heat throughout the day
until your return set the Output dial to 1 and then turn it up on your return. BUT
DON’T FORGET TO TURN THE OUTPUT DIAL BACK DOWN TO 1 BEFORE YOU GO TO
BED


otherwise the heater will give o
ut all its heat in the morning and there will be
none left to boost the heating during the evening of the following day.


Please also note that on some heaters the Output dial is called Auto and the Input dial
is called Room Temperature. Some heaters have

instructions for use under the flap
over the controls section.


Please do not put anything at all on top of the heaters.


Shower
-

The shower runs from the domestic hot water system and is
thermostatically controlled. The mains switch for the electric sho
wer is just below the
electricity meters on the right hand side
-

marked ‘shower’. The meters are at high
level in the lobby between the kitchen and the bathroom.


Heating
-

By both storage radiators and electric fire in the lounge.

The bathroom and th
e utility room have an electric fan heater which sometimes
overheats and cuts out. If this happens you should press the re
-
set button.

There is also a portable convector heater located in the utility room.



By both storage radiators and convector heaters

and the open fire in the sittingroom.
The bathroom has an electric fan heater. This type of heater can sometimes
overheat and cuts out. If this happens you should press the re
-
set button.

The instructions for the use of the heaters are in this informat
ion folder
-

please
replace them after use. Please do not put anything at all on top of the heaters.

By oil filled electric radiators. There is a switch in the back porch labelled MAINS
HEATING. Turn this on to turn on the heating. Each radiator also h
as an individual
switch so that you can have heating on in some rooms and not others. In addition,
there is a thermostat in the inner hallway which will turn off the radiators once a
certain heat has been reached and each radiator also has individual ther
mostat so that

you can vary the temperature from room to room.


Additional information which you may feel is appropriate
.

It is important that the vent [
Insert location
] is not blocked when the gas fire is in use.


Laundry facilities

The washing machine is

[
Insert location
]

The tumble drier is [
Insert location
]
[
Delete if not applicable
]

Iron and ironing board are[
Insert location
]

Spin drier is [
Insert location
]
[
Delete if not applicable
]

Washing line is [
Insert location
]

Airer is [
Insert location
]
























On your Departure
-
Important points to Note


We hope you have an enjoyable holiday and would be grateful if you would take a few
moments to read below a few points we wish to bring to your attention.




Your accommodation should be left clea
n and tidy. Please don’t forget to wash
the grill pan, barbecue and coffeemaker


thank you.



Please turn down the linen on the beds used. [
delete if no linen provided
]



All appliances should be switched off on departure. If possible, please turn off
refrig
erator and freezer [
delete ‘freezer’ if not applicable
] early in the day of
your departure and also please leave door[s] open.



Please also turn off the heating and hot water systems. [
Adapt this request as
necessary, eg. ‘Use the switch on the hot water

programmer in the airing
cupboard to turn it off; do not turn off the main switch as this disrupts the
timer
.]



Please clear out grate if you used the fire. [
Delete if no fire
]



On the changeover day the property should be vacated by “the latest departure
t
ime” (detailed in the information sheet that came with your directions).



If you have brought a dog, please check the garden and clear up any
‘accidents’. [
Delete if no pets at this property
]



Please close all the windows and lock all external doors and the

garage.



The keys should be returned to where you collected them.



Please deliver a cheque for the cost of your telephone calls to Cornish Horizons
at the end of your stay when you drop off the keys.
[
Delete if not applicable
]



Do please complete the Corni
sh Horizons questionnaire and return it to them.









The Environment


Cornwall has hundreds of thousands of visitors every year and this inevitably affects
our environment. So that Cornwall may continue to give pleasure to us all for
many
years to come we would ask our visitors:
-


...to use water wisely
-

In spite of some of the highest charges in the country South
West Water often has difficulty maintaining supplies in the summer months.


...to be aware of the effect of walking, climbing, etc. in open spaces. Hundreds of feet
tramping across the dunes, cliffs or moorland can often cause extremely damaging
erosion.


...to return crabs, shrimps and fish back to the rock pool you found them i
n!

...to 'poop scoop' after your dog.