N E
E Clap ham Park T E N I N E U S
S Spring 2012 19 I News letter Welcome
Over the last six months we have been as busy as ever and are still seeing great progress with building work across Clapham Park.
Streatham Place has now been completed (the site of the demolished Arkwright House) and now provides 82 homes for rent and shared ownership; while at Clarence Avenue we have completed our new development, 50 sheltered flats for older people and 51 homes for sale.
2 Despite the continuing challenges in the housing Over time, and with the relocation of telephone market and the economy, sales on both services, you should see further improvement in the developments have gone really well and will provide a way that we handle your telephone calls, and in other great boost to the continuing regeneration of key services such as responsive repairs, complaints Clapham Park. This is more important than ever handling, and income collection. ‘Services to Suit given the challenging economic climate and cuts in You’ is all about providing better value for your funding from Central Government. money and better services delivered more effectively and efficiently. Good progress has also been made at H4/5 and C2, which will provide new homes for local residents, and I am very pleased to welcome Saroj Bains, our newly should both be completed at the end of 2012 and appointed Housing Services Manager for Lambeth, March 2013. who will be helping us to improve locally based services, and to achieve our goals for the future. As you may already know, we are now undertaking a further review of the Masterplan, to ensure we Regards, continue to deliver on its promises in providing new and refurbished homes on the estate.
This will mean changes to the timing and scope of development work, as well as a review of the Christine Turner community and commercial facilities that were Chair, Metropolitan Clapham Park planned at the start of the process. We still need to ensure that scarce resources are invested wisely and do not duplicate other facilities that have already been provided locally in Lambeth. As ever, we have Contents been and will continue to consult with you about these changes and details of this are included in this Chairs Welcome - Christine Turner p3 newsletter. Update from the Metropolitan Board – Barbara Roche p4 April has also seen the rebranding of Clapham Park Homes to ‘Metropolitan Clapham Park’ and you will Putting you first – Aniekan Umoren p5 start noticing the new logo around the estate. We Masterplan Review Update p6 think the fresh and modern look will breathe new life Completion of M3 p10 into Metropolitan. Welcome Saroj Bains p12 The restructure of Metropolitan’s housing services, Services to Suit You p13 under ‘Services to Suit You’, will also affect Clapham Park soon. However, with our local office still in the Green fingers at Clapham Park p14 heart of the estate, our intention is that you won’t Employability Workshop p15 experience any sudden change. End of Employment Training Celebrated p16 Clapham Park Resident nominated for TPAS Award p18 National Resident Group update p19 As ever, we have been and Star Service Results p20 will continue to consult with Metropolitan Migration Foundation – you about these changes Panel Members Wanted p20 Home Heat Helpline and Energy Saving Tips p21 and details of this are Switching over to Digital Television p22 included in this newsletter. Changes to Compensation Payments p23 Clapham Park Performance p24
3 As many planned changes within the organisation start to come to fruition, such as “Services to Suit You” and the review of the Masterplan, I am pleased to be providing you with an update from the board at Metropolitan.
We are very delighted to announce that the Metropolitan Customer Services Centre in Nottingham is now open to Clapham Park residents and achieving excellent service results.
This is start of our journey to providing a streamlined and more effective service under “Services to Suit You”. Over the coming months you will notice that there will be some changes to the way we work in areas such as housing services and income service. Although there may be a period of adjustment, we believe that these changes will make us a stronger and more efficient service for our residents.
As you may have noticed, the partnership has now become one brand under Metropolitan, and we are now Metropolitan Clapham Park. We also have a fresh new look! This has all been achieved with our own design team without the need of expensive outside designers and consultants. We hope that you like this as much as we do.
The Masterplan is now being reviewed and although there has been delay in the programme, we are consulting with residents to provide them with updated information on the newly proposed changes to works on the estate. Completion of the Masterplan is a priority for Metropolitan, and we are working on finalising the revised Business Plan in May 2012. We promise that we will keep working hard to make sure that your homes are complete as soon as we can. Barbara Roche Chair of Metropolitan
4 Putting you first
Aniekan Umoren is Metropolitan’s Group Customer Services Director. She is responsible for ensuring we deliver a better and more efficient service to all of you. Read on to find out how Aniekan will be making sure this happens.
Hello, I joined Metropolitan nearly two years ago and have been working to make changes that will deliver a better service to you. A lot of these changes are around Metropolitan being more efficient, but also let’s not forget the changes in the housing sector which affect us (please see the outer pages of this issue of Clapham Park newsletter).
Rebuilding our housing Becoming Metropolitan services Developing a brand identity is no easy challenge, We are glad to say we are still on track for the new especially for an organisation as diverse and single housing business to go-live in April 2012. Our complex as ours. I think our Communications team first and most important milestone in the journey to have done it, without spending enormous amounts April 2012 was the opening of our Customer Service of money on external consultants. We’ve spent a lot Centre in Nottingham on the 13 December 2011 of time speaking to customers about the proposed which has started taking both the organisations brand ideas and received a great deal of useful previously known as Spirita and MHT London new feedback, which we have used to shape the final repairs calls. From 10 January they also began visual design. I hope you like it. taking calls for MHT London’s existing repair enquiries and over time, the Customer Service April saw the official launch of the new brand – Centre will manage all housing calls. Metropolitan and you will soon after receive the new resident newsletter (for all Metropolitan residents) Tuesday 13 December also saw the launch of our which will have a new name but continue to keep new Income Collection Service. Initially this team will you updated on news, performance and ways to get be taking on the collection of rents and service involved and share your views on how we are doing. charge for Clapham Park. They will continue to be supported by Clapham Park's locally based housing All the above changes will help us save money by officers until we are confident with the delivery of the bringing together our services and ultimately service. delivering one seamless service to you – wherever you are. Aniekan Umoren Group Customer Services Director
We’ve spent a lot of time speaking to customers about the proposed brand ideas and received a great deal of useful feedback.
5 The Masterplan Review
6 As you may already know, Despite this, progress has been made this year with two more buildings: Streatham Place (M3) now we are now reviewing the provides 82 homes for rent and shared ownership; Masterplan. and a new development at Clarence Avenue will provide 101 new homes, including 50 new sheltered flats for Lambeth and 51 homes for sale this year. Changes to the scope and Further developments (H4/5 & C2 opposite the timing of the Masterplan have Community Resource Centre and on Clarence become necessary, especially Crescent is also underway, which is a total of 407 units (230 for rent and 177 for shared in response to the continuing ownership/sale). Both H4/5 and C2 should both be completed this year. Work has also started on M2 impact of the current behind Streatham Place, with the demolition of economic downturn. Brindley House, which will generate a further 31 rented units.
The sales of properties at both new developments have progressed well. All 33 shared ownership homes at Streatham Place have already been reserved and are now occupied, and thirty per cent of homes at Clarence Crescent have also been reserved.
In addition, the refurbishment programme has completed or nearly completed works to 318 properties not including Tilson House where works continue at pace into the refurbishing of 171 flats. This will be followed with refurbishment to the J Zone blocks (including Morley House) which covers a further 100 properties. The blocks in K Zone will follow after this.
We are aware that there is still a lot to do. Part of the consultation on the revised Masterplan will be how we can achieve completion of the remaining blocks and we are currently completing the updated Business Plan, which should be finalised very soon. If you require any further information please contact Donna Mitchell, Communications Officer for The refurbishment Clapham Park on 0203 535 3915. programme has completed or nearly completed works to 318 properties...
7 The Masterplan Review (continued)
Why the Masterplan must change
The economic challenges have meant that lenders are still nervous about providing funding to support the development of new homes for sale, so we agreed with our funders to minimise risk of the sales programme, by ensuring we can use properties for alternative tenures, such as shared ownership. In some cases this has reduced the income we expected to receive in sales and therefore reduced the amount of income available to deliver the rest of the Masterplan objectives.
A large scale consultation and engagement process is underway with residents and other stakeholders.
8 In addition to providing new and refurbished homes, Therefore we the Masterplan was a vehicle through which we now need to would address key themes at Clapham Park, such establish which as improving employment, health, education, and facilities are still improving the lives of the elderly and youth on the needed by residents. estate. This was to be delivered by providing We anticipate that our ability to deliver on these community and commercial facilities that would themes as part of the Masterplan, will impact in all deliver services to meet this need. areas of the lives of Clapham Park residents, The original Masterplan included plans to spend over including education, health, community, income, £20 million on non housing improvements, such as a childcare, crime and the environment. To find out children’s centre, healthy living centre and community exactly what these impacts are, a large scale centre, including a gymnasium. consultation and engagement process is underway with residents and other stakeholders. We are now considering how the community and commercial facilities that were included in the original Masterplan can be funded in the current market. How we are consulting with residents
In December we began consultation with residents, holding a community forum meeting for the “L Zone”. The meeting was held to inform residents of the changes to the Masterplan and business plan, as well as to provide details of the new proposal to the L Zone, which is now to refurbish instead of part demolishing homes. The L Zone includes Cotton House, Angus House, Crossman House and Currie House.
We have also started consulting with residents and stakeholders about changes to the Masterplan Review, and we will be holding a series of area based community forum meetings in April and May. This is to update residents on the east, west and south of the estate of proposed changes to the Masterplan with specific information on each block.
You may also have been seen posters on the estate inviting you to fill in an online questionnaire, or even received a telephone call in order to obtain your view as to the ongoing need of the original proposed community and commercial facilities as part of the Masterplan. Please call Donna Mitchell, Communications Officer for Clapham Park on 0203 535 3915 if you would like more details on this.
9 The completion of M 3 –
10 now Streatham Place
In October 2011, we saw The building includes a secure, landscaped courtyard, underground parking and a the opening of the M3 combined heat and power plant.
block (now Streatham Streatham Place has replaced the site of the Place), located on old Arkwright House, built in the 1950’s, which housed 16 maisonettes as well as Streatham Place and New ground floor retail units. The block also forms part of a bigger development and Park Road. Block M2, which went on site in November 2011, is being built on the old Brindley House site behind it.
Streatham Place is the second block built as part of the Masterplan, demonstrating the significant progress that has been made at Clapham Park, and representing a new start for residents and a step further towards a renewed Clapham Park.
11 Welcome
Metropolitan Clapham Park is pleased to welcome Saroj Bains, our newly appointed Housing Services Manager. Saroj was appointed to the role in January, after working at Metropolitan Housing Trust (MHT) as a Continuous Improvement Manager. Saroj has 25 years experience in housing, which includes supported and general needs housing, contract management, income recovery, neighbourhood and leasehold management, estate services and resident involvement. Saroj will be responsible for managing the team of Housing Service Officers and assistants who will be delivering reception and neighbourhood services at Clapham Park. Welcome Over the next few months Saroj’s priorities for Saroj Bains, Clapham Park will be: • To help drive “Services to Suit You”, resulting Housing in the delivery of centralised and local delivery of quality services in Clapham Park. Service Manager • Maintain and improve performance in key for Metropolitan areas throughout Clapham Park. • Manage the Anti-Social Behaviour (ASB) service, delivering improvements in resident Clapham Park satisfaction and developing a joint approach to ASB. • Work with the regeneration team to deliver I am very happy to have the Clapham Park Masterplan objectives, and ensure residents settle into their new joined the team and I am homes, new build and refurbished properties. looking forward to Saroj says, "I am very happy to have joined the working with residents team and I am looking forward to working with residents on Clapham Park to see how we can on Clapham Park to see improve services and ensure that we continue how we can improve to meet the needs of the local community. I want to ensure that we continue to improve in services and ensure that delivering locally based quality services.” we continue to meet the needs of the local community....
12 We are making some changes to the way we work at Metropolitan. This means that Clapham Park will benefit from a centralised service as part of Metropolitan. What is changing at How will this affect you? Clapham Park? You may have seen little change in services We’re planning to improve services by: so far, but in April all customer calls for • Centralising some of our services in one landlord organisations are now answered by location the centralised Customer Service Centre in Raleigh House, Nottingham. • Saving over £3m per year by cutting down on duplication and reinvesting You will still be able to ring the Clapham Park some of the savings into key services Customer Services Team on our free phone number if you have a problem with • Delivering clear, consistent standards your rent or service charge account, but if this across all our services team cannot assist they will transfer the call to an Income Officer based at Raleigh House • Monitoring our performance more closely rather than an Income Officer at Headlam Road. • Creating specialist teams to deal with Outbound calls and letters to Clapham Park specific issues, such as anti-social customers about arrears or income recovery behaviour and complaints. will come from the central team in Nottingham, although the return address What does this involve? will still remain as Headlam Road. • Moving to one redesigned Customer Services Centre Speak to our staff • Redesigning our Income Service Talk to frontline staff about these changes and they will collect and • Reviewing our company structure, feed this information back. governance arrangements and branding If you would like to be directly involved in the consultation • Changing our approach to delivering please email Housing Services, Repairs, Planned Maintenance and Community Engagement • Investing in a team of Anti-social call 0845 601 5042, Behaviour (ASB) specialists or write to us at • Developing an Available Customer Services, Homes Service to ensure Raleigh House, that our empty properties 68-84 Alfreton Road, are let as quickly and as Nottingham efficiently as possible. NG7 3NN.
13 Green Fingers at Clapham Park
Perry House, a recently refurbished block as part of the Clapham Park Masterplan, has been engaging residents to create their own community garden.
In October, six residents at Perry House planted daffodils, tulips, crocuses and spinach, which have now started to grow in time for spring. Residents are now keen to get started on the grass surroundings to make way for a planned vegetable patch. We look forward to seeing the fruits of their labour in the coming months!
Get involved If you live in Perry House, you may have received a letter asking for your ideas and input or may even have attended meetings to get your feedback. If you do not live in Perry House and would still like to have a say in how the garden will look, please call Jamie Amindji on: 0203 535 2462.
14 GGT Solutions Employability workshops
In November, Clapham Park In total, 16 residents came along to the worked with GGT Solutions workshops and out of this, one local to run a series of free resident has secured a part time job with workshops offering advice Mears, and another has gone on to do on CV, job search and voluntary work with the organisation that ran the workshops, GGT Solutions, to interview skills. gain further work experience. The workshops were provided for all residents of Clapham Park, whether new to work, with lots of experience or just If you would like more details on future looking for a new direction. workshops such as this, please contact The workshops were held to ensure that residents Jaime Amindji Community Regeneration learned how to: Officer on: 0203 535 2462 or • Identify their transferable skills [email protected] . • Create a winning CV • Choose the best agencies and online job boards • Perform well at interviews and assessment centres; and • Understand and use great body language
15 End of Employment Projects celebrated
Metropolitan Clapham Park aims to go beyond bricks and mortar. The organisation is about building communities and discovering potential.
16 by Clapham Park Homes
In October, Metropolitan Clapham Park celebrated the end of our Employment Training Projects programme, as well as marking the departure of Makeda J. Hewitt, Employment Training Coordinator and who is now working with Metropolitan as a Learning and Organisational Development (L&OD) Advisor.
Over the last two years residents on the Clapham Park The project was led by Abdul Quaim, Business Analyst, Estate have benefitted from a number of projects who was responsible for the overall delivery of the including the Lambeth Construction Training Project, project and also developed the initial proposal and designed to support those wanting to train and work in secured the partnership. the construction industry; and Future Jobs Fund, Abdul says, “Metropolitan Clapham Park aims to go which provided the opportunity to train with an beyond bricks and mortar. The organisation is about employer for six months. building communities and discovering potential. The The programme also offered residents on the estate, organisation plans to continue the work carried out by as well as trainees in Lambeth, a range of employment Clapham Park, and we are currently putting together a assistance, such as one-to-one support, a drop-in programme for youngsters in other parts of the country service, referral to other who we hope will benefit in the same way.” agencies, and ‘on the job’ training. Liam Joseph was a young client from Lambeth Without the help from College, placed on a two Metropolitan Clapham week training programme with the construction Park, there is no way company Wates. Liam says of the project, I could have gained such “Without the help from Clapham Park, there is no valuable experience way I could have gained within the construction such valuable experience within the construction industry. industry. The organisation also enabled me to get my CSCS card by providing funding, which means I can safely and legally work on any construction site.” In total the project enrolled 158 people onto the project, which far exceeded the number or people expected to join of 110. 46 secured qualifications (23 level NVQ Level 1, and 23 NVQ Level 2); 35 were in employment upon leaving the project; 18 were in employment six months after leaving the project; and additionally, 7 progressed into further training or job seeking.
17 TPAS Award Nomination
Theresa became involved with Clapham Park when she signed up to be a community volunteer with the Block Champions programme in 2009. Since joining, she has made significant contributions to not only the Block Champions programme, but the Parking Proposal Working Group, The Mears Improvement Plan Group (our maintenance contractor), the Local Offer Working Group and the Community Panel. In each of these forums, Theresa has been instrumental in not only voicing the concerns of the local community, but working with Metropolitan Clapham Park to develop procedures and strategies that We are proud to announce improve the that Theresa Agyeman, services and the mother of four and resident lives of her local community. of Clapham Park was Theresa has lived on the estate for the last nominated for the Tenant eighteen years. Over this time, she has Participation Advisory established relations with people from a wide range of backgrounds, talking to the Service (TPAS) Tenant of the community through her outreach activities as a Year Award for last year. Block Champion, employment as a Community Information Officer, voluntary work in her church and as a Community Debt Adviser. Aside from caring for her four children, Theresa has put in over 130 hours of her time over the last year to support her Housing Association and her community. Saroj Bains, Housing Services manager at Residents like Clapham Park said, “Theresa motivates and inspires people to join the range of resident Theresa are cementing involvement structures at Clapham Park and encourages people to take up training and the foundations to employment opportunities available to them build an empowered locally. Residents like Theresa are cementing the foundations to build an empowered and and sustainable sustainable community in Clapham Park and we are proud of the work she continues to community in achieve.” Clapham Park.
18 National Resident Group Update The National Residents Group are a diverse group of Metropolitan customers who meet quarterly to look at what the Board are doing, monitor performance across the business and ensure that policies are shaped around your needs.
The NRG met in September in Nottingham and In September and November, the NRG reviewed customer in November in Cambridge. feedback including the results of our most recent customer At these meetings the NRG said that they want satisfaction survey and said that they would like us next year us to ensure that the changes we are making to improve: to customer services at Metropolitan will result • allocation of empty homes in positive outcomes for all customers; for example, they asked for reassurance that the • income and service charges new structure will continue to assist vulnerable • complaints and compensation tenants who get into debt. Head of Income Robert Jarvie is attending the January 2012 • external repairs meeting in Nottingham to talk about how the • planned maintenance. new Income Service will work. Colin Thomas, Head of Performance and This recommendation will influence this year’s service audits, Research led a discussion at the November where we carry out inspections, mystery shopping and meeting about the implications of the customer access audits. Government’s ‘affordable rents’ policy. The We currently have a vacancy on the NRG and would NRG also looked at our new approach to welcome customers from South London to apply. If you developing policies to ensure that it is shaped would like to find out more please email us on around customer needs. [email protected]
19 STAR Survey results In September and December 2011, we contacted a sample of residents from across Clapham Park to find out how satisfied they were with the services we offered. This is called the STAR Survey (Survey of Tenants and Residents) which will now take place four times a year.
From the survey we conducted in September, we found that 68% of Clapham Park residents were happy with the overall service we offered, which is a 7% increase since 2009. 55% of residents were satisfied with the way that we deal with maintenance and repairs, and 69% were satisfied with how ASB levels were being handled. This is a 2% increase from 2009, and 9% above the organisation benchmark of 60% for tackling ASB. We are now working even harder to improve satisfaction and hope to see this is reflected in future surveys. Some residents may have received a call from a research agency, M-E-L Research to ask questions about our services as part of the next quarterly STAR customer satisfaction survey. If you do not wish to be contacted in this way in future, but would rather receive a postal survey, please let M-E-L Research know. Based on the information you give us, we will address any issues raised and so work to improve the standard of service you receive. And, so you know what we’re doing with what you tell us, we’ll communicate the findings of the research in future publications. For more information about the STAR survey, please contact Saroj Bains at [email protected].
Migration Foundation Panel Members Wanted
Do you want to develop your skills in The Metropolitan Migration Foundation Small Grants decision-making and working on a Programme will be launching in early committee? 2012. It will initially benefit charitable organisations in the areas that we Do you want to help determine work, with grants of up to £5,000. which community organisations get We are currently seeking up to eight support from the Metropolitan residents and service users who have an Migration Foundation? interest in issues of migration and community development and some experience in running community activities or organisations to join the panel that makes decisions on funding. The role is unpaid but out-of-pocket expenses will be paid.
If you, or someone you know, are interested in being a member of the Grants Panel, e-mail [email protected]
20 Get your bills under control with the Home Heat helpline Energy saving tips Simple steps to reduce your bills Why call now? • Turn radiators down in rooms which you only use occasionally If you are worried about your heating bills you are not alone. New figures reveal that • Switch your lights off when you’re not one in ten UK households is entitled to some using them form of assistance but many people don’t • Turn appliances like TVs and phone chargers know what help is available. By calling the off at the wall rather than leaving them on Home Heat Helpline now you can access standby when they’re not being used advice and grants which is worth an average of £250 per household. • Replace normal light bulbs with energy efficient bulbs which use one fifth of the electricity. They may cost a little more, but What am I entitled to? they soon pay for themselves If you’re receiving benefits you may be • Regularly defrost your freezer to make eligible for additional grants to insulate your sure it’s operating at full efficiency house and improve your home’s energy efficiency. In addition, energy suppliers have money put aside to help those in financial Staying warm difficulties pay their bills. You can also take • Draw curtains over windows at night to advantage of tips to improve energy provide insulation for the room. efficiency and reduce your bills. • Keep outside doors shut and block up obvious draughts (including the letterbox). What can I do? • Move furniture away from radiators and The first step is to call the Home Heat heaters to allow heat to circulate around Helpline for free on 0800 33 66 99. the room. The Helpline is staffed by specially trained • Open internal doors of any rooms which advisors and is open from 9am to 8pm get more sun than others and let the warm Monday to Friday and 10am to 2pm on air travel around your home. Saturdays. For more information go to www.homeheathelpline.org.uk
21 The big switch
The switchover to digital television will happen in London in April 2012. Although research suggests that over 90% of viewers are already prepared for the switch, there are still some households who will now see a blank screen when they turn on their televisions.
What do I do? For many people, switching to digital television is as easy as connecting a digital box to an existing television. For more information on switching, visit www.digitaluk.co.uk or contact 08456 50 50 50 .
What about if I live in a communal block? Where you have an existing Communal TV aerial we are currently undertaking upgrades of equipment where necessary. We are working to ensure that the new signals for digital TV can be received without any disruption. All affected residents will be written to directly.
Please note single unit properties or a building with three flats or less (such as a standalone street property) will not be included within the programme. These residents will have to make their own provision for the switchover.
Extra help is at hand If you would like extra help, there is still some time to apply for the Switchover Help Scheme, open until 18 May 2012. The scheme run by the BBC helps older, visually impaired and disabled people make the change. Eligible people will be offered practical help to convert televisions to digital including equipment, installation and aftercare. For more information on the Help Scheme, visit www.helpscheme.co.uk or call 0800 40 85 918 .
22 Changes to compensation payments We are looking to make some changes to compensation payments for occasions where customers have experienced service problems. We want to Currently Metropolitan and Metropolitan know what you feel about the Clapham Park work to a policy of awarding current compensation compensation based on broad limits. arrangements and our proposed This means that the amount of compensation paid amendments to them. when there have been service problems has varied across the partnership. We would like to make it more fair and consistent as we have become one organisation, by introducing a defined payments list (known as Tariff of Payments). This sets out defined amounts for particular failures in service (for example £10 compensation for a missed appointment). We also propose using a specialist Complaints Team, which will be established later this year to ensure compensation payments are fair and consistent.
Please let us know: • How you feel about the current arrangement of paying varying amounts of compensation across the organisation. • Whether you have ever made a request for, or received compensation from MHP in the past. If so, what was your experience? • How you feel about the proposed arrangements, and the introduction of a Tariff of Payments monitored by a specialist Complaints Team. To send us your feedback, please email: [email protected]
23 How are we doing?
Metropolitan Clapham Park Performance reporting as at the end of January 2012. This table shows how we’ve been performing in key areas as at the end of January 2012. These figures are compared to our figures for the last year, April 201 0–March 2011 to show which way our performance is going since previous year end. Year end Nov 11 Dec 11 Jan 12 Target Peer Are we Are we 10-11 11-12 group on getting Performance Indicator March quartile target? better?
% of routine repairs completed on time 98.0% 95.9% 95.9% 82.4% 98.0% 4th April - Sept
% overall satisfaction with repairs service 83.2% 91.3% 84.4% 79.6% 90.0% n/a
Calls per 100 homes 126 154 126 130 200 n/a
Gas safety - % appliances with 0.00% 0.07% 0.13% 0.59% 0.00% 1st April overdue gas check - Sep
Average SAP rating for Homes 59.5 59.53 59.53 59.53 n/a n/a n/a
% of homes failing Decent Homes 24.50% 43.36% 42.25% 41.91% 23.00% n/a n/a Standard by end 2010
Proportion of General Needs 4.52% 0.00% 0.00% 0.00% 4.50% 4th April properties that are empty - Sept
% General Needs rent arrears 5.53% 6.23% 6.35% 6.69% 6.50% 3rd April - Sept Key Significantly below target Marginally below target Meeting or exceeding our target
Performance has deteriorated Performance has remained Performance has improved this over this financial year the same this financial year financial year (looking at most (looking at most recent months) (looking at most recent months) recent months)
This is a snapshot of Clapham Park's performance. For more detailed information please email us on [email protected] or ask at one of our local offices.
If you would like this Newsletter in another language or format, or if you require the services of an interpreter, please contact us on 0800 783 1118. Albanian Portuguese Nëse dëshironi që këtë buletin informativ ta Se desejar este boletim informativo noutra língua ou formato, fitoni në gjuhë apo formë tjetër, ose në rast se ju ou se precisar dos serviços de um intérprete, deverá duhen shërbime përkthyese, ju lutemi na contactar-nos através do número 0800 783 1118. kontaktoni në numrin 0800 783 1118. Somali French Haddii aad jeceshahay in warsidahaan lagugu turjumo luqad Si vous voulez ce bulletin d'information dans ama qaab kale, ama haddii aad u baahan tahay turjubaan, une autre langue ou un autre format, ou si vous fadlan nagala soo xiriir 0800 783 1118. avez besoin des services d'un interprète, Spanish veuillez nous contacter au 0800 783 1118. Si desea este boletín informativo en otro idioma o formato, o si desea los servicios de un intérprete, por favor, llámenos al 0800 783 1118. This newsletter is produced by Metropolitan. If you need more information please contact the Customer Service Team at Clapham Park on 0800 783 1118. Photographs by Clapham Park resident Chris Sharp. www.sharp-pictures.com 24