sbs spring 2013

1www.east-thames.co.uk sbs

bystreet street

Interserve’s new repairs service. All you need to know on pg. 10

East Thames residents’ magazine

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WELFARE REFORMAre you ready?on pg. 6

ON THE MOVE?Check out our latest property news on pg. 12

residents involved

Out & AboutYour photos from across the East Thames boroughs on pgs. 14-15

www.east-thames.co.uk

2 www.east-thames.co.uksbs

Contents

Contents & welcome

Welcome to the first edition of Street by Street for 2013. We’ve made some improvements to the magazine and this issue showcases a refreshed design and content based on your survey feedback, so thanks to everyone who took the time to complete it. The magazine will continue to keep you informed about everything from housing news to community initiatives. The theme of this issue is welfare reform. There are going to be lots of changes which will affect all types of benefits starting in April 2013. I believe these changes may be very confusing and worrying for some people. Therefore, it is really important that we understand how it all works and how we are going to cope. See page 6 for more details. Our repairs and maintenance provider is changing and Interserve will supply the service from April 2013. I had the opportunity to get involved in the selection process by attending workshops and focus groups, meeting the Interserve team and helping to choose colours of their uniforms. I believe the main advantage of having one service provider is that all works such as repairs, grounds maintenance etc will be covered by one company. I am hopeful it will prove to be a smoother running service for everyone. See page 10 for more details. I hope you like the new style magazine and will continue to read and enjoy Street by Street.

street by street keeps you informed about our services and community initiatives. If you have a story, any questions, feedback or want to shape the next issue of the magazine by joining the residents’ communications panel, email [email protected] or call Falon paris, communications officer on 020 8522 3204. The deadline for the next issue is Fri 26 April 2013.

street by street is produced by the Marketing and Communications team, East Thames group, 29-35 West Ham Lane, stratford E15 4pH Editor: Falon paris Designer: rably Malik photography: Marcoms Tel: 020 8522 3204 Email: [email protected]

Contents & welcome

East Thames catch up

East Thames community

Money matters

Jobs & training

Online buzz

Your home

On the move

How we’re doing

Out & about

Contacts

12

4

8

14

Jeanette Dye, East Thames resident

and member of the residents

communications panel.welcome2

3

12

13

16

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East Thames catch up

One to One with Pamela Gardner

Welcome to your new look street by street. Before Christmas we asked you for feedback on the magazine and we’re pleased to say we had a fantastic response. nearly 200 of you completed the survey and told us which sections of the magazine you enjoy most, how often you read street by street and where else you go for information about East Thames. You can see some of the results below.

We took all this feedback on board, keeping your favourite

sections such as the community news and information about our services and adding new sections such as a dedicated page on employment and training. We have already had great feedback from our resident communications panel and we hope that you enjoy the new look Street by Street too.

If you would like to join our resident communications panel, which takes place every three months, please get in touch. We are always looking for new members who

have an interest in the way we communicate with our residents. And don’t forget, if something exciting is happening in your neighbourhood, we’d love to hear about it. You could see your photo featured in our out and about section on pages 14 and 15.

Contact us at [email protected] or by calling 020 8522 3204.

East Thames Snippets

welcome director of communities and neighbourhoods

Active & Connected

Carers’ Project

East Thames has teamed up with Age

UK Newham to offer free wellbeing

sessions to carers in Newham.

Interested? Contact Husneara

Begum at Age UK Newham on

020 8503 4800 or email husneara.

[email protected]. Bella Italia!

Janson and Gurney Road resident,

Lucrecia recently visited Italy

with the Retired Senior Voluntary

Project which knits items for the

less fortunate. She spent six weeks

working in schools. A real inspiration!

Guests from the Italian project will

visit London in March.

Survey findings snapshot Preferred ways to receive info from us:

Street by Street East Thames website Email Nearly 70% of you prefer to receive Street

by Street in print rather than email only.

Bite sized updates to keep you in the know

Community Grants SchemeEvery month Until May, John Lewis will donate £3,000 to local community groups in London’s six Olympic boroughs. To apply visit the John Lewis Stratford City branch or contact Terry on 0208 532 3546 [email protected].



Your views on our serviceWe regularly undertake customer engagement activities to get feedback on the services we provide. Below is a snapshot of recommendations our various panels made recently:

Housing Scrutiny Panel said: The staff within the antisocial behaviour team and the associated administrative teams should be subject to ‘mystery shoppers’ with regards to their telephone skills. What we’re doing: We are commissioning resident mystery shoppers over the next 3 months to assess the quality of our services including the quality of advice given to residents reporting ASB.

Housing Scrutiny Panel said: We surveyed new tenants and less than half had been asked to sign up to the good neighbourhood agreement and pet agreement.

What we’re doing: The importance of ensuring that all new residents sign up to our good neighbour agreements, and where applicable, good pet agreements is agreed. We will use the scrutiny panel’s findings to ensure this area of work is improved.

Mystery Shoppers said: Many shoppers experienced long delays in answering calls and being placed on holdWhat we’re doing: The customer contact centre is now better resourced, and a new head of customer services appointed who has identified a number of improvements based on mystery shopper feedback.

Huge congratulations to romford resident, pam who won a

£50 voucher for completing the survey. pam had some great

ideas about how we can encourage more residents to get

involved and work with us. Your feedback is appreciated!

Thanks for your feedback Thanks to everyone who took the time to complete the survey in our last issue. We had nearly 200 responses and have used the feedback to make improvements to Street by Street. We’re also using your feedback to write a new Resident Expenses and Incentives policy to encourage more residents to get involved.

Congratulations

Residents’ Sounding BoardIn the last issue we told you about plans to launch a Residents’ Sounding Board to enable you to review services, make suggestions

and get involved in decision making at the click of a button. We’re now ready to register interested residents. To sign up contact

Deborah Lamb, resident involvement officer on 0208 536 8806 or email [email protected].


Starting up a new home can be an expensive time and not everyone can afford some of the basics that most people take for granted. In the last issue, we told you about the home starter packs programme we would be starting using money raised through our partnership with John Lewis Stratford City.

Packs have been given to a range of East Thames residents who are unable to afford the basics

needed when moving home. At a recent presentation at our Focus E15 Foyer, some residents received packs from John Lewis staff. Meshack (pictured) received one of the packs. He said: “I’m very grateful and like the idea of John Lewis giving a hand with these packs. Hopefully this type of support will continue.”

Free energy advice We will be running a free workshop in conjunction with the Citizens Advice Bureau and energy regulator, Ofgem to give practical advice to residents on how to reduce energy costs. This Energy Best Deal session will help you to better understand your bills, show you how to find out if you’re on the cheapest deal and offer advice on what to do if you’re in debt with your fuel company.

The free workshop will take place on Tuesday 19 March from 10.30am – 12pm at our head office on West Ham Lane, Stratford, London E15 4PH. Spaces are limited so contact Leigh Walker as soon as possible to reserve your space by calling 020 8522 2549 or emailing [email protected].

Where the heart is

Probationary tenancies explainedHave you ever wondered what a probationary tenancy is? These types of tenancies are given to all new East Thames residents. As long as you keep to the terms of the probationary tenancy and there are no problems with anti social behaviour or damage to your property, then your tenancy will continue at the end of a 12 month period on the terms originally agreed with you. For more information call the customer contact centre on 0845 600 0830.

Families Together in HarlowHarlow Foyer has secured funding to deliver ‘Families Together in Harlow’, a programme designed to provide supported recreational activities for local young people and their families. If you live in the area and are interested in taking part contact Teresa Aken on 01279 625710 or [email protected].


Money matters

Spare bedroomIf you are aged over 61 and a half and have a spare room, your housing benefit will be cut by between £14 - £29 a week from April. That’s up to £125 a month, so it’s a good idea to start preparing for this cut straight away by taking a look at your options:

1. You might decide to stay in your home and make up the housing benefit shortfall. Before you decide to do this, make a detailed list of all the money you spend each month and all the money you receive, so you can be sure you can still afford to pay your rent and bills once your benefit is cut.

2. You could move to a smaller home. As well as reducing your rent, this would bring other financial benefits such as lower energy bills and cheaper council tax. If you do decide to move to a smaller home, get in touch, we may be able to offer some financial help with your move.

3. Finally, you could rent out your spare room to a lodger. You’ll find advice on renting out spare rooms at www.dwp.gov.uk/docs/hb-factsheet-renting-spare-room.rtf. Spare rooms can be advertised free of charge on websites such as www.spareroom.co.uk or www.gumtree.com. Make sure you talk to your neighbourhood manager about this first, as you’ll need written permission from East Thames to take in a lodger.

Benefit cap From July there will be a limit to how much benefit you receive. The limit is:

• £500 a week for single parents, couples and couples with children

• £350 a week for single people

The government will add together all the benefit you receive, including income support, jobseeker’s allowance, employment and support allowance, child benefit, housing benefit and any help with mortgage costs. If the total you receive is higher than the weekly limits, your benefits will be reduced, some people may even lose all their housing benefit. To find out more about this change and to work out if your benefits will be affected, visit www.direct.gov.uk/benefitcap.

Benefit changes are coming… Featured story

These benefit changes could have a big impact on you. If you think you might be affected, take action now. Get in touch and see how we can help.

“

”Arlene Boreland, East Thames welfare benefits advisor


Money matters

Benefit changes are coming…

Claiming housing benefitIf you are claiming job seekers allowance or any other benefit, you may be asked by the Job Centre if you plan to claim housing benefit and asked to complete an intention

to claim form. Please be aware that this form is not a housing benefit application form. You will still need to talk to the housing benefit office at your local council and apply for

housing benefit separately. If you are unsure how to make the claim, please get in touch with you local council, or contact our welfare benefits advisors.

Changes to your rentEvery year East Thames carries out a rent review to make sure our rents

are in line with government guidelines. As a result, some residents will have their rent increased with affect from April. If you are affected, you will receive a notice during March to let you know about the changes. Included in the letter you will find answers to your frequently asked questions about the rent increase, and an explanation of how we calculate rents and service charges. You can also find these information sheets on our website at www.east-thames.co.uk/rent-review.

If your housing benefit is paid directly to us, we will inform the benefit office of the increases. If your claim has been suspended or is being assessed when you receive your rent increase letter, you should take it to the housing benefit office yourself. If your housing benefit is paid to you, you need to tell your benefit office about your new rent and service charges. If your benefit office does not confirm the changes with you by 11 April 2013, please contact the benefit office directly.

If you think you should be getting a rent review notice from us but haven’t received one by the end of March, please contact us on 0845 600 0830, Mon-Fri 9am-5pm and ask for the rents and service charges team.

are you ready?

Do you claim benefits? We can help

You can prepare for changes to welfare benefits by visiting www.east-thames.co.uk/benefits or by getting

in touch with one of our welfare benefit advisors on 020 8536 8797 / 8803. You can also email us on

[email protected]. We can talk to you about setting up a bank account, moving to a

smaller property, managing your money and making sure you’re getting the benefits you’re entitled to.


Jobs & training

Looking for work? Live in Newham?The Newham Workplace Hub is a one-stop employment service based at Winsor Park in Beckton, helping local residents get into work or education.

Each resident who visits gets a tailored route to work that includes job search, CV support, free training courses and interview practice. The team also works with local businesses to find new job opportunities.

The hub has helped over 280 people into work since

launching in 2010, bringing residents closer to new job opportunities such as those at the Olympic Park and Westfield Stratford City.

If you’re a Newham resident looking for work, call 0207 511 5946, email [email protected] to make an appointment or visit the hub at Winsor Park Community Centre, 20 Warwall Street, Beckton, E6 6WG. We’re open 9am to 5pm Monday to Friday.

FInDIng THE rIgHT TrAInIng prOgrAMME FOr YOu

East Thames offers a number of free courses to help you find a job or benefit from training.

rOuTEs TO WOrK is a work experience and business mentoring programme giving you valuable on-the-job

experience to help you get full time work.

WOrKWIsE is a series of friendly group sessions to help you improve your chances of getting a job. The

sessions include help to search for a job.

COMMunITY CHAMpIOns is a volunteering programme centred around projects that will improve your local

area. The programme helps you learn new skills and increases confidence in work situations.

WOrKpLACE HuB is a drop in centre which provides support to Newham residents, matching skills and job

aspirations with local vacancies.

FIND OUT MORE: visit www.east-thames.co.uk/employment-training or talk to our

employment and training team today about the service that’s right for you. Call 020 8522 2221

or email [email protected].

The Workplace Hub team (left to right) Shakir Sayed, Heather Quiroga, John Woods and Andrea Isip.

employment &training opportunities

Online buzz

online buzz

For all the latest news and

information visit: www.east-thames.co.uk

www.east-thames.co.uk sbs

Case study: Deedar Deedar was unemployed for just over a year and had no experience in customer services, his preferred field. He was recommended to the Newham Workplace Hub by a friend and the team helped get him onto the Take Off Into Work programme at London City Airport. He has not looked back since.

Take Off Into Work is a four week placement led by and based in London City Airport where participants work in departments such as

security, passport

control, baggage handling and retail.

After his time on the programme Deedar secured employment at Avis, one of the airport’s car hiring firms, where he works as station supervisor.

He says, “I was really lucky that the Workplace Hub was right on my doorstep as I had no excuse but to go and look for jobs nearly every day. The team there really gave me the confidence to try a new career and the airport programme was an excellent opportunity.”

East Thames resident, Deedar on the job at Avis

How can we help?Have you visited the brand new FAQs database on our website? It’s a bank of useful info where you can get answers to questions about your tenancy, repairs and other services.Visit: www.east-thames.co.uk/help

Facebook coming soon We’re excited to announce that we’ll soon be launching a Facebook page for residents. Stay tuned for further details or drop us a line to let us know what you’d like to see on the page! Email: [email protected].

What’s the word on Twitter Barclays staff donate time to transform the garden at Brittania Village, NewhamBarclays UK: @EastThamesGroup Hi there, thanks for the opportunity to participate in this project. Our colleagues really enjoyed the

challenge!

Read more here: www.east-thames.co.uk/news/nov2012/working-together-make-difference

Barking Foyer resident, Chris gets praised for his mobile hairstyling businessWill King, King of Shaves: Keep eye on @Chris_Adams_94 of @tsbclondon starting up

Baseline “Style at Home” Mobile Hairstyling

Read more here: www.east-thames.co.uk/news/nov2012/barking-and-dagenham-foyer-

resident-reaches-finals-prestigious-awards

9

Every issue

we’ll take a

look at what’s

happening online


Your home

Your new repairs service Our repairs and maintenance service is changing, from Tuesday 2 April it will be delivered by our new partner Interserve. Here we answer some of the questions you might have about the new service.

How do I report a repair? Has it changed?There are some changes to the way you report a repair. You can continue to call us on 0845 600 0830 from 8am to 8pm Monday to Friday and from 8am to 1pm on Saturdays. The line will be open 24 hours a day for emergency repairs. From Tuesday 2 April, you can contact us

using our new email address [email protected] or you can report a repair by texting us on 07917 212724 just remember to include your full name, address and the nature of the repair in the message. Later this year, you will also be able to report a repair online by logging onto our website. You will be able to use this system to contact us about a range of services whenever and wherever it suits you. We will give you more information about this in the next issue of Street by Street.

What improvements to the service will I see?We have chosen Interserve as our repairs and maintenance

partner because we know they will work with us to deliver an improved service. Using just one organisation for all our repairs, maintenance and estate services will bring a more co-ordinated approach. Interserve will also be proactive about keeping your home in good condition, via planned programmes of maintenance and property MOTs. This means that, as much as possible, Interserve will spot problems before they arise so you need fewer repairs in the long run. They will also run a dedicated repairs call centre, so when you call to report a repair, you’ll get the help you need.

Neil Sutherland, National Director at Interserve, said: “On behalf of Interserve, I want to let you know how excited we are as we begin our new partnership with you and East Thames. I was delighted in January to meet residents to establish the things that matter to you. This opportunity was very helpful to us. We will continue to work closely with residents to ensure the contract is meeting your needs and expectations.”


Your home

How quickly will my repair be carried out? As before, we will respond to emergency repairs within 24 hours; urgent repairs within five days; and all routine repairs within 21 calendar days. We will do our utmost to give you a repairs appointment that best suits you. Appointments will be available in two hour

time slots Monday to Friday 8am to 5pm and Saturdays 8am to 1pm.

Will Interserve’s staff be easy to recognise? Yes, all Interserve staff will wear recognisable uniforms that were chosen with a group of residents. You can see an example to the left. They will also carry ID cards. Always ask to see the ID card before letting anyone into your home.

I live in a care scheme or foyer, how will I be affected by the new service?Care scheme and foyer residents can use the same

a dedicated call centre should ensure enquiries are dealt with quickly

“”

David

repairs

East Thames and Interserve | Working in Partnership - Interserve

Patrol vehicle

Distinctive uniforms

Name badges using first names only (top)

Logo detail for signage/literature (below)

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new service, and will also benefit from a handyman service. The handyman service will cover minor repairs such as fixing door handles, replacing plug fuses, fixing leaky taps and unblocking drains. If you have a repair for the handyman, just let your scheme or foyer manager know.

I am a leaseholder, can I use Interserve’s services?You will continue to receive services as currently, such as communal repairs and grounds maintenance.

What services will Interserve deliver?Interserve will be responsible for: • Day to day repairs

to your home and communal areas

• Cyclical maintenance and planned works such as redecorating the outside of your home

• Annual gas servicing• Gardening and cleaning

of communal areas

East Thames resident Mike

gregory said:“It was great to meet Interserve

staff at the resident workshops,

they were very enthusiastic and

it’s clear they want to do a good

job. Having a dedicated call centre

should ensure enquiries are dealt

with quickly and accurately and

will hopefully lead to our repairs

being fixed on the first visit.”


On the move

buying a home?thinking of

Discover London Fancy moving to another part of London? The Mayor of London’s housing mobility scheme, Housing Moves allows tenants of London boroughs or

housing associations to move outside their existing borough to a different part of London. To find out more or to register go to: www.housingmoves.org.

The Mayor of London’s affordable home ownership programme, First Steps is changing. To buy a shared ownership home, you no longer need to register with First Steps but directly with housing associations. To be the first to find what we have on offer, register with East Thames at www.east-thames.co.uk/register.

Shared ownership open dayTo celebrate Shared Ownership Week which runs from 18 – 24 March 2013, we’ll be hosting a special open day for residents. Why not come along to find out more about shared ownership and the options available to you?

Date: Saturday 23 March 2013Time: 10am, 12pm or 2pm (by appointment only)Venue: East Thames, 29-35 West Ham Lane, Stratford, E15 4PHRegister your interest online at: www.east-thames.co.uk/register or call 0845 600 0830.

Your opportunity for Olympic gold East Thames residents are now eligible to apply for one and two bedroom properties in East Village (the former Athletes Village) through the Triathlon Moves scheme. You can apply if you’re currently under occupying or if you’re an adult living in

an overcrowded family home. Additional requirements apply. Contact us on 0845 600 0830 for details.

For more information on East

Thames properties or moving options

visit: www.east-thames.co.uk/

buy-or-rent-a-home or www.east-

thames.co.uk/moving-home

Alternatively, you can contact our

dedicated sales and lettings team on

0845 600 0830 (9am-5pm) or email

[email protected] (for

sales) or lettingsteam@east-thames.

co.uk (for lettings)

Dreywood Gardens 1 & 2 beds now available for over 55s at Dreywood Gardens, Gidea Park. For details visit www.dreywoodgardens.co.uk, call 0208 522 2454 or email: [email protected].


How we’re doing

Quarterly performanceOct - Dec 2012

The customer service standard we want to provide

Between October and December 2012, we received 268 complaints. In

X71% of these cases we agreed there was a problem and took action to correct the issue. (190 complaints were upheld or partially upheld from 268 closed.)

Spotlight on welfare reform

We have contacted and advised 90% of residents who are likely to be affected by welfare reform (709 out of 784).

P

The rent collection service we want to provide

Our rent arrears are at 3.5% (£2.3m of rent not collected from £66.9m due).

P

The repairs and maintenance service we want to provide

92% of repairs were completed on time (10,349 out of 11,226).

~

100% of our homes have a valid gas certificate (7,967 out of 7,967).

P

We’ve met our targetP

We’re close to meeting our target~

We’ve missed our targetX

Note: All figures have been rounded to nearest whole number.

Neighbourhood management service we want to provide

86% of new tenants received welcome visits (102 out of 119).

80% of estate inspections were carried out with a resident (265 out of 330).

We completed 165% of tenancy verifications, exceeding the planned target (target was 510. We completed 843).

P

X

P


Out & about

TowEr HaMLETSOcean Estate resident Geok-Liew wins 3 Olympic inspired paintings by entering our VIVO competition

TowEr HaMLETSGrand Union Place residents’ association work with East Thames to create new landscaping for the estate NEwHaM

Bluebell Grange residents celebrate Christmas with a special lunch

TowEr HaMLETS & NEwHaMResidents receive a £200K boost to help them lead more sustainable lives thanks to East Thames and funding from Defra

NEwHaMThe John Lewis snowman visits East Thames head office to wish everyone a merry Christmas!

NEwHaM John Lewis Home Starter Packs presentation at Focus E15 Foyer


Out & about

NEwHaMLove is in the air as Janson & Gurney Road residents celebrate Valentine’s Day thanks to the Camacho family

HarLowHarlow Foyer residents host ‘Love Music Hate Racism’ event at The Square, Harlow

TowEr HaMLETSGrand Union Place residents’ association work with East Thames to create new landscaping for the estate

NEwHaMResidents at care schemes across Newham receive Christmas hampers thanks to donations from the East Thames SER team

NEwHaM John Lewis Home Starter Packs presentation at Focus E15 Foyer

www.east-thames.co.uk

Contacts

Local Councils:Barking & Dagenham: E: [email protected] T: 020 8215 3000 W: www.lbbd.gov.uk

Essex: W: www.essex.gov.uk includes links to all district councils

Harlow: E: [email protected] T: 01279 446655 W: www.harlow.gov.uk

Havering: E: [email protected] T: 01708 434343 W: www.havering.gov.uk

Newham: T: 020 8430 2000 W: www.newham.gov.uk

Redbridge: E: customer.cc@ redbridge.gov.uk T: 020 8554 5000 W: www.redbridge.gov.uk

Tower Hamlets: E: generalenquiries@ towerhamlets.gov.uk T: 020 7364 5020 W: www.towerhamlets.gov.uk

Waltham Forest:

E: [email protected] T: 020 8496 3000 W: www.walthamforest.gov.uk

East Thames

Address: 29-35 West Ham Lane, Stratford, London E15 4PH (open Mon-Fri, 8.30am-6pm)

Customer contact centre:Customer Contact Centre: 0845 600 0830 020 8552 2000 (lower rate from mobiles) (Mon-Fri 8.30am-8.30pm)

Email: [email protected]

Web: www.east-thames.co.uk

about us East Thames is a registered social landlord and social regeneration charity with over 30 years experience of providing affordable homes. We are the largest housing association operating solely in east London and Essex and among London’s top 15.

Our mission is to make a positive and lasting contribution to the neighbourhoods in which we work which we do through different parts of our business.We manage and/ or own more than 13,250 affordable homes.

We give people a chance to succeed through community programmes that include: children’s centres, employment and training, art and culture, sustainable living, and health and wellbeing.

We provide support and accommodation in over 80 schemes for people with a wide range of needs, including: older people, younger people at risk of becoming homeless, people with a learning disability or mental health needs, and women escaping violence.

0800 952 0119174145

For free translation of this magazine for East Thames residents, call:So Stylish. So Cool. So

Affordable. So Stepney Newly launched in 2013

Do you live or work in Tower Hamlets? We have a collection of stylish and affordable 1, 2 and 3 bedroom apartments just for you.

Buy from only £55,000* for a 25% share

So what are you waiting for?Book your appointment today on 0844 409 8641 or visit: www.east-thames.co.uk/property/so-stepney

THAMES

THAMES

THAMES

*Terms & conditions apply.

sbs spring 2013

Documents

edition of street

new look street

east thames group

east thames boroughs

welcomeeast thames

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new style magazine

residents communications