AUTUMN 2013

Did you know you can CONTACT US access our website for LINKLink free at the Network YOUR LOCAL 0800 137 111, 020 3617 7080 Hub reception? HOUSING OFFICES Kensington & Chelsea TMO, Network Hub Unit A, 292 Kensal Road, W10 5BE Unit A, 292 Kensal Road www.kctmo.org.uk London W10 5BE Open weekdays 9am-5pm

Finished reading me? Recycle me! Worlds End Estate Offi ce Blantyre Street London SW10 0DS ENT I ID D Residents told us they wanted to see contact S E 020 8964 6161 A E

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N Lancaster West Estate Offi ce, We include a translated statement on the Link THE MAGAZINE FOR RESIDENTS OF KENSINGTON AND to ensure it is accessible to all residents in the London W11 1TQ LinkCHELSEA TENANT MANAGEMENT ORGANISATION borough. We arrange translators for those Open Monday to Thursday who do not speak English, and sign post to 08.30-4.30pm, and Friday local English classes. 08.30-1pm

887577_LINK7577_LINK Issue8.inddIssue8.indd Sec1:20Sec1:20 110/8/130/8/13 9:529:52 AMAM 887577_LINK7577_LINK Issue8.inddIssue8.indd Sec2:1Sec2:1 110/8/130/8/13 99:49:49 AMAM AUTUMN 2013 QUICKFIRE WITH... WHAT’S INSIDE FAY EDWARDS Your new board members YOUR NEW BOARD It has been my privilege to be Fifteen candidates stood for fi ve resident places in this year’s Resident Board 3 returned to serve on the Board for member elections, so members had much greater choice. An unprecedented MEMBERS another three years, and I am also delighted to have been re- turn out saw over 40% of members cast a vote, which was a large increase on elected by the Board as Chair for the previous record (more than 31%) set last year. Our Chair, Fay Edwards was another year. re-elected and the other four places went to new candidates. I want to make sure we keep a 4 NEWS IN K&C strong resident voice on the Board Some of the activity going on in so the TMO continues to repair our homes. For example we Tenants your Borough need to continue with our investment so that our homes KUSH KANODIA, ANNE DURU are of a high standard, take action to reduce our fuel costs, VICE CHAIR I have been a KCTMO resident keep the TMO resident focused and make sure the TMO’s I wanted to be a member of the for 10 years and I am encouraged new repairs company is a success. board because I love London. I by the TMO’s consistent and 6 AGM AND I was really excited to see the launch of Repairs Direct at was born in the heart of the city responsive provision of service TEST OF OPINION the Residents’ Conference on the 21st of September. We and have lived in Kensington to TMO residents. I am also all had a chance to talk with Repairs Direct staff on the day and Chelsea for over 30 years. I encouraged by the TMO’s and make sure they understood the importance of getting am passionate about the TMO eff orts to continually strive to it right. where I am a resident. I believe improve their service to meet that I can add value to the board the demands of residents. The Board of the TMO will be monitoring the progress of through my educational, business However, I am also aware of RESIDENTS’ the company and ensuring it stays resident focused. 7 and personal achievements and the importance of TMO residents doing their bit to There is also a Repairs Direct Service Users Panel in place, CONFERENCE extensive management and maintain eff ective communications with the TMO which will meet regularly to provide specifi c feedback to leadership experience in the and empowering the residents’ voice at all levels. I am the company. If you’d like to be involved in the Repairs private, public and third sectors. interested in supporting the TMO at a senior level and to Direct panel, please contact the TMO’s Resident use, as well as develop, my professional skills and wealth Engagement Team. 8 RESIDENTS’ NEWS of business and management experience to assist the TMO in providing an even better service to residents. 12 FROM THE COUNCIL

13 YOUR NEIGHBOURHOOD, EDITOR’S Leaseholders YOUR HOME NOTE I have been receiving BRENDAN TRACEY DEBORAH PRICE I started my career working I wanted to be a board member 14 FOR SAFETY’S SAKE some useful feedback about the on housing for the elderly and of the TMO as I have useful skills Link magazine, in housing for people with special and experience to off er as well No time to read Link? This word cloud is made particular, a request needs. This is still an interest as a lot to learn from working up of Link articles and gives prominence to for more resident focused news. We I hold today. The TMO has collaboratively with other Board are always looking for news items for an extensive role in providing Members to shape the future words that appear the most! the Link so do send through any news supported housing locally. As of the TMO at this diffi cult you may have – on events you have a board member I would like to economic time. It will require attended, activities in your community, make certain that this important us to be creative, innovative, celebrations etc. service is delivered to our fellow committed and pragmatic. As a Although we are required to provide residents as it should be. If it falls below standard I will professional facilitator and coach this magazine in printed form under want to fully understand why and help plan to make sure who works with multinational our management agreement with it doesn’t happen again. organisations at a senior level the council, we do also provide it We all pay rent or service charges. I will make it in many sectors, including the electronically on our website. You can my priority to monitor and make sure that our money voluntary sector. I welcome this download your web copy any time is spent in the most eff ective and effi cient way whilst opportunity. from www.kctmo.org.uk. providing us with the greatest benefi t. Thea McNaught-Reynolds Editor 0800 137 111, 020 3617 7080 For the full list of our board members please see the TMO website, www.kctmo.org.uk. [email protected]

ENT I ID D S E A In this issue: We’ve got lots of news Residents’ News Become a member for free! E

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2 N request a specifi c news item, please get ideas from you! Contact us pack, or download one online. 0800 137 111 • 020 3617 7080 • www.kctmo.org.uk 3 in touch! [email protected] [email protected] 020 7605 6346

87577_LINK Issue8.indd Sec1:2 10/8/13 9:49 AM 87577_LINK Issue8.indd Sec1:3 10/8/13 9:49 AM NEWS IN AND AROUND K & C

NOTTING HILL Mayor’s Award in April for CARNIVAL her work on the Silchester Kensington & Chelsea TMO Repairs Direct was Estate and with the Estate’s celebrated in colourful style Residents’ Association. LAUNCHED on the August Bank Holiday She is a resident of Looking after your home weekend. TMO staff held a Silchester Estate. The residents’ meeting before Awards and pictures were in On Monday, 2nd September, Kensington and Chelsea Tenant the carnival to talk about NEWS the local free paper delivered Management Organisation’s (KCTMO) new repairs company, security arrangements and IN AND AROUND to residents across the Repairs Direct, took over the day to day repairs for the homes there was another meeting K & C borough. after the carnival to discuss the TMO manages on behalf of the Council. lessons learnt. MEET COUNCILLOR FEILDING-MELLEN Deputy Leader and Cabinet With the company’s mission ‘to provide high quality repair services ART COMPETITION Member for Housing, that meet the needs and expectations of our residents’ it has a Residents of Trellick Tower Property and Regeneration strong focus on customer service. Repairs Direct has invested in new were invited to make a Cllr Feilding-Mellen has systems, processes and comprehensive staff training to off er a high drawing, painting or collage specifi c responsibility for standard of repairs service for residents. on the front of a blank promoting better housing Repairs Direct has set up a Service Users Panel to give residents postcard to illustrate their for residents and overseeing idea of An Ideal Home (the the Council’s own housing more say in the services they receive. The Panel will act as a place you’d most like to live) consultative panel to Repairs Direct, supporting the company in as part of local artist Charlie meeting its customer service goals as well as regularly reviewing and INTRANSIT FESTIVAL tour progressed... was this monitoring performance. ‘Crashed’ was an immersive actually the case? Residents Managing Director of Repairs Direct, Andy Marshall, said “Now theatre production which of Lowerwood Court were that we have direct control of day to day repairs we can provide a headlined The RBKC Arts given the opportunity to Festival ‘In Transit’. It was attend this production better service to our residents”. written especially for for free and given the For more information www.kctmorepairsdirect.co.uk Lowerwood Court and took opportunity to be involved in place from the 18th-27th set design and acting. July. A consultation day between The story behind this residents, The TMO and performance was that Immercity Theatre Company a UFO had crashed into was held in June and a an abandoned car park terrifi c children’s activity Some of the team in Notting Hill and an on the same day saw the independent company production of some very projects. He also has a was conducting public innovative ‘aliens’ for broader role overseeing tours. The audience was display. regeneration projects assured that all was safe throughout the borough. and fi ne, however, as the TOURS OF KENSAL HOUSE Join award-winning SPID WaWarde’srdde’s 20201313 eexhibitionxhibition Theatre Company on an Councillor Lady Borwick ‘This Must Be The Place’. interactive and performative Six of the pictures guided tour of Kensal House, submitted by the residents W10. of Trellick Tower, were Tours start every 15 minutes. framed and hung alongside Book your FREE slot: work by other famous Wednesday, 27th November artists. Three prizes 2013, 6-8pm Ready for the road were also awarded to MAYOR’S AWARD Saturday, 30th November participating residents, RECIPIENT 2013, 3-5pm including one for children Congratulations to TMO To book a FREE ticket call under the age of 8, pictured resident, Eman Yosry, 0208 968 2961 or email Service User Panel Members At the Repairs Direct Launch above. who was the recipient of a [email protected].

Is there an event happening Follow @kctmo on twitter to Do you have feedback about the in your area? We’d love to report fi nd out the latest news. new company so far? 4 it in the Link 0800 137 111 [email protected] 0800 137 111 • 020 3617 7080 • www.kctmo.org.uk 5

87577_LINK Issue8.indd Sec1:4 10/8/13 9:49 AM 87577_LINK Issue8.indd Sec1:5 10/8/13 9:50 AM AUTUMN 2013 Our Annual Report to Tenants (2012-13)) Each year we produce an Annual Report to Tenants. The report contains our self-assessment of The report covers our actions and performance in the key areas of: our performance during the previous year and is a key tool in allowing our residents to monitor • Tenant Involvement & Empowerment the performance of the TMO. • Your Home • Your Tenancy • Your Neighbourhood & Community • Value for Money TMO Board away day We have included a summary of our report for 2012-13 below but you can also read the full version on our website at www.kctmo.org.uk or request a copy by contacting our Performance Manager, Siobhan Our key highlights from 2012-13 Bowman on 020 7605 6402 or at [email protected].

TENANT INVOLVEMENT & YOUR HOME YOUR TENANCY YOUR NEIGHBOURHOOD & COMMUNITY EMPOWERMENT Investment Rent collection Estate Services Becoming involved We delivered a £9.2 million programme of capital We collected over £45 million in rent and service Following a review of our Neighbourhood and Estate Residents of the TMO are encouraged to become investment works to our properties during the year, charges throughout the year, reducing current tenant Services team we introduced a number of organisational Members and during 2012-13 we undertook a including installing replacement boilers benefi tting 421 rent arrears by £117,000 against a target reduction of changes during 2012-13. Caretakers are now known as membership recruitment drive, signing up 527 residents homes, electrical works to 371 properties, 300 kitchens £100,000. Estate Services Assistants and will be accessible with as new members of the TMO. Members can attend and and 230 bathrooms, and progressing works on our appointments and surgeries for those who need to speak vote at the Annual General Meeting, stand for election Hidden Homes developments across the borough. Welfare reform to them. There are now dedicated Estate Services Team as Board Members, attend meetings and contribute to We worked closely with the Council to prepare for Leaders who will manage the Estate Services Assistants, discussions on resident priorities. Repairs Direct the introduction of the Government’s welfare reforms ensuring a high standard of service and promoting the In January 2013 our Board unanimously agreed to set in April 2013, including signing up to the ‘Pathways team and its work across the borough. Giving young people a voice up Kensington & Chelsea Repairs Direct to provide our to Work’ Charter, planning a series of ‘Map Out Your We set up a youth forum for children living in TMO responsive repairs service. Repairs Direct is a separate Future’ employment and training road-shows for 2013- Anti-social behaviour (ASB) homes. The Children’s TMO is an opportunity for young company from the TMO, with an independent Board of 14, and recruiting two Welfare Reform Offi cers to work Residents reported 233 new cases of ASB during the people to become engaged with their local communities Directors; however, it will be owned and closely linked to with those households aff ected by the reforms. year, less than in 2011-12. The types of ASB reported and play an active role in improving TMO services. the TMO and must answer to the TMO, and through us, included noise nuisance, vandalism, rubbish tipping and A number of forum activities were held in 2012-13, to our residents. Direct ownership of the business means Lettings harassment. In 2012 the TMO signed up to the Respect including an estate photography project, participating that we can invest in people, systems and equipment to During the year the Council let 470 homes, to both Anti-Social Behaviour Charter for Housing Management. in an anti-social behaviour workshop and visiting the provide an excellent quality and highly responsive repairs TMO and other social landlords in the borough, with This means that we are committed to tackling ASB within TMO’s Network Hub offi ces to meet with staff and the service and will allow our residents to have a direct voice the average waiting time for a two bedroom home our estates and will work together with partner agencies Chair of the Board, Fay Edwards. in how the service operates. approximately 2 years and 4 months. There are many such as the Police to achieve this. households who for a number of reasons wish to move. Customer Service During the last year we had over 8500 households Housing regeneration programme (HRP) We retained the nationally recognised Customer Service waiting for social housing in Kensington & Chelsea; Resident groups can apply for annual grants from RBKC Excellence accreditation for another year. VALUE FOR MONEY however, whilst demand for properties goes up each to improve the appearance of their estates and spruce up We increased the percentage of complaints answered Investing in our stock year, the number of vacancies that become available neglected areas in their neighbourhoods. These grants are within our target of 10 working days from 77% in The Council and the TMO have been working closely gets smaller. funded by the RBKC Housing Regeneration Programme. 2011-12, to 83% in 2012-13, and reduced the number of together to understand the Council’s housing assets, During the year we completed work on fi ve HRP projects complaints escalated to Stage 2 from 37 in to 9. how they perform fi nancially, their investment Allocations and our Operations Committee reviewed eleven new requirements and if there are opportunities for The Council has developed a new Tenancy Strategy proposed projects for the 2013-14 programme, six of investment. Recent ‘self-fi nancing’ reforms mean that and Allocation Scheme to refl ect their priorities which have since received initial approval from the rental income is now retained in local Housing Revenue to support local families wishing to move and to Council. Accounts (HRA), where previously rents were pooled tackle overcrowding. The Allocations Scheme will be nationally and a redistribution system was in place, and implemented later in 2013. with these changes Councils are now fully responsible for maintaining their assets and funding investment. The outcome of these reforms will be RBKC and the TMO developing a strategic approach to investment Estate Services Assistant, in our housing stock following updates to the HRA Pat Coughlin and TMO Children’s TMO Business Plan. Chair Fay Edwards

On average The facts If you’d like to know about our We re-let empty properties Our customer service team resident-led board, visit our 6 in 20.7 days in Quarter 4. answered 20,975 calls in website www.kctmo.org.uk 0800 137 111 • 020 3617 7080 • www.kctmo.org.uk 7 Quarter 4.

87577_LINK Issue8.indd Sec1:6 10/8/13 9:50 AM 87577_LINK Issue8.indd Sec1:7 10/8/13 9:50 AM AUTUMN 2013 TMO Residents’ Conference 2013 The TMO hosted its largest ever Residents’ Conference on Saturday 21st September at the Holiday Inn Kensington Forum Hotel.

Initial feedback from residents and stakeholders has been very positive and we’ll be using your feedback to plan next year’s conference.

240 residents, including nearly 30 children, participated in activities throughout the day including meeting with TMO staff , DIY and internet workshops, a Q&A session with the TMO’s executive team and fi tness classes.

Next year the conference will be completely refreshed and presented in a new format.

A popular favourite was the gardening workshop and participants of this workshop were each given a plant donated by one of the TMO’s contractors.

We are currently looking for four residents to join our planning committee to help shape the event in residents’ best interests. If you would like to volunteer for next year’s planning committee please contact the Resident Engagement team at [email protected].

You can see more photos Launch Day 240 people from our Residents’ We also offi cially launched attended our Residents’ Conference on Flickr. Repairs Direct at the conference. 8 Conference this year. 0800 137 111 • 020 3617 7080 • www.kctmo.org.uk 9

87577_LINK Issue8.indd Sec1:8 10/8/13 9:50 AM 87577_LINK Issue8.indd Sec1:9 10/8/13 9:50 AM AUTUMN 2013 FEELING BLUE FROM OUR ‘PICK-ME-UP’ TIPS RESIDENTS’ FROM TMO RESIDENT RESIDENTS JOHN MENDES NEWS One in fi ve Britons suff er from stress at some point in their lives. We live in a polluted environment: RA CHAIRS’ SOCIAL physically and mentally. Stress depletes our The 3rd KCTMO Annual Chairs Get together was held YOUTH CLUB SUCCESS bodies of nutrients and so levels of the mineral selenium on Thursday 18 July, in the heart of Kensington at St The M-Starz Under 10s football team has had a really are low in our bodies. The pressures of life can take a toll. Mary Abbots Church hall. The event was attended by 23 successful season. Nuts are a natural ‘pick-me-up’ and improve our ability chairs with a good mix of old and new who had a chance The team started off training in a school to cope with stress. Eat seeds like linseed and four Brazil nuts every dday. to network in an informal setting. It was also a chance for playground and at Chelsea Youth Club but by the end them to meet our Directors, the CEO, Robert Black, and the of the year they were playing proper football matches Dot bags of nuts on your desk at work and at home by your chair; nuts Heads of Neighbourhood, Kiran Singh and Maria Needham. on Sundays. They were also able to raise money to are also good when we just feel hungry and our eyes might stray to sugary go towards their kit by taking part in a sponsored run and salty things. For severe forms of depression our fi rst route is, of course, around Battersea park. always a visit to our GP, for help. The team won Sportsman Team of the Season John Mendes, TMO Resident. in the Lillie Road 5-a-side league and made it to the semi-fi nals of the Park Walk Football Tournament. RESIDENT PICTURES With the progress of the team, they are working Residents of Lancaster West organised a fun in partnership with Chelsea Youth Centre on World’s End Estate. day earlier this year and sent in this picture.

A BIG THANK YOU One of our contractors who did some work at Stable Way has asked us to thank our resident Gerard Winners of the quiz at the Chairs’ event. O’Donnel saying ,“please thank Gerard for me, as he was a great help in organising vehicles and people In the RA spotlight we heard from Anita Williams, on site so that we could work in a safe and friendly Co-Chair of Kensal House, a new RA set up in November atmosphere.” 2012. She shared about the challenges of a new RA and Thanks to Gerard from the TMO as well for helping benefi ts of working in partnership with the TMO. make the repair work possible. The event was very lively and enjoyed by all, we have Hilda Keane celebrated her 85th received excellent feedback about the event. birthday and sent us a photo Lisa Wilkinson, Chair of the Resident Engagement Panel and also of Clydesdale Residents’ Association said it was a TMO MEMBERSHIP REWARDS nice way to acknowledge the chairs. All new TMO members are entered into our “It is great that Robert Black, TMO Chief Executive, monthly new member prize draw. Our most recent comes along and is able to see the diversity of residents’ winners were: Alex Bosman, associations. Mr Michael Peters the new Head The event is a good opportunity for new Chairs to Ms Fernanda Ramos recognise they don’t stand alone and that there is support Miss Mamwa Basha of Contract If you would like available through existing RAs. It’s also an opportunity for Management, us to include your all Chairs to share, in an informal way, what works and what Congratulations, you have each won a £50 high attended an RA

celebratory picture doesn’t, and have some fun doing it.“ street voucher. meeting and or story in the Use your local Residents’ Association to feed back to the explained his role at Annis TMO any ideas you have for improving services in your area. Link, please send it to If you’d like to become a member and be entered the TMO. Tony into the prize draw, please fi ll out the membership of [email protected] form at the back of the Link or register online at

www.kctmo.org.uk. courtesy Everine Shand, Supported Housing Offi cer and Alex Bosman Photo

Tell us about activities If you’d like to fi nd out if there is a Residents’ Are you proud of your you are involved in Association in your area, or to get help neighbourhood? 10 [email protected] setting one up, contact us 0800 137 111, Send us your thoughts about 0800 137 111 • 020 3617 7080 • www.kctmo.org.uk 11 [email protected] living in Kensington and Chelsea [email protected]

87577_LINK Issue8.indd Sec1:10 10/8/13 9:50 AM 87577_LINK Issue8.indd Sec1:11 10/8/13 9:51 AM AUTUMN 2013 Annual General Meeting 2013 Welfare reform The Annual General Meeting the minutes of the last AGM, the (AGM) of the TMO was held on Financial Accounts and Directors 21st September 2013 at the Holiday report for the year 2012/13, the offi cers here to help Many of our tenants have received Inn Kensington Forum Hotel appointment of Baker Tilly as specialist housing advice from following our very successful and auditors and TMO continuing to The TMO’s two new Welfare Reform Offi cers Audrey Staying First (previously HASKC) well attended Resident Conference. manage the properties on behalf of Giscombe (North) and Rosemary Sawyer (South and Lancaster over the past 11 years. The TMO has Members of the TMO registered the Council. Members could vote West) have been helping support residents aff ected by Welfare worked in partnership with Staying from 3pm onwards and the meeting for the resolutions from the 1st First to help tenants who have rent started at 3.30pm. Fay Edwards, September 2013 by post and online. Reform changes. arrears get specialist independent Chair of the Board, welcomed Some Members voted at the AGM They have already helped residents who were aff ected by advice to resolve these problems, Members to the 17th AGM of and voting was opened for 1 hour the “Bedroom Tax” and now with the Benefi t Cap also now in instead of being taken to court. the TMO. after the Chair closed the meeting. place they are standing by to help even more residents. They can give you free, Members of the TMO Over 660 Members voted and confi dential and independent considered resolutions to agree all resolutions were passed. The Benefi t Cap aff ects families who currently receive advice. They can help you to resolve of Opinion 2013 Test benefi ts of more than £500 per week. The best way to avoid Housing Benefi t problems and make the cap is to claim Working Tax Credits. This requires you to an aff ordable and realistic payment work for 16 or more hours per week if you are a single parent, proposal to reduce your arrears, as Vacancy – Resident Board Member an alternative to legal action being or for 24 or more hours per week if you are part of a couple taken against you. with children. These 24 hours can be from one member of the You can be referred by the TMO on the Repairs Direct Board couple’s employment alone, or for a combination of both as and you can also visit Staying First The Board of Repairs Direct is appointed by the TMO Board and long as one of you works for at least 16 hours. staff at their twice weekly drop- ins, without an appointment. This there is one vacancy for a Resident Board Member. If you are aff ected by the “Bedroom Tax” or Benefi t Cap, service is available if you need help Are you interested in repairs? Do you want to infl uence the way your Welfare Reform Offi cer could help you by liaising with with your rent arrears, but Staying Vote TEST OF First are not able to help with any that repairs services are delivered? Do you want to ensure that today! OPINION Housing Benefi t to ensure your claim is correct, helping you Under our agreement other tenancy problems. with the council we need residents receive high quality repairs services? you from time to time whether to ask Vote online, claim any other benefi ts that you may be entitled to, and continue you are happy for managing your home. us to by post or in person! You can have your say If you are interested in applying for this voluntary position please by post, online or in person. providing advice on budgeting, training and employment. Look out for your Test of Opinion voting Drop-in sessions are held at: are a member pack, or if you , your Annual General Meeting contact the Company Secretary Team on 0207 605 6352 for all the details. papers for Call them for assistance today through our customer

If you have lost you r ballot paper please call 0345 209 3770 and a more information or an application pack. replacement will be sent contact centre on Freephone 0800 137 111 or on Tuesdays 5-7pm at If you are not current ly a TMO member pleas www.kctmo.org.uk e sign up at Information Centre, or call 0207 605 6352 020 3617 7080 if you are using a mobile telephone. 140 W10

Test ooffO Opinionpinion Thursdays 3-5pm at TMO Online Services As part of our agreement with Brompton Library, the Royal Borough of Kensington 210 Old Brompton Road SW5 & Chelsea, over the month of September, we asked you about Staying First is based at You can now access your views on whether you wished Mulliner House Flanders Road, the TMO to continue managing London W4 1NN. your accounts and your homes. This was done by your repairs history secret ballot and the process It is easy to reach Staying First’s online, anytime. was managed by UK Engage, an offi ces from Kensington, with the independent provider of election bus route 94 stopping outside services. the offi ce building, which is also 2 Over 25% of you have voted minutes walk from Turnham Green It’s completely secure. by post, online and at some of underground station (Zone2) on the the estate community rooms that District Line. Staying First staff can we have visited during the voting also arrange to see you at the TMO Register for access www.kctmo.org.uk period. Your views are important to offi ce at the Hub, Kensal Road by us and we wish to thank you all for prior arrangement and can visit you participating. Please look out in the at your home if you are unable to next issue of TMO Link magazine Rosemary Sawyer (South) travel to an offi ce appointment. for the winners of the £50 vouchers. Audrey Giscombe (North)

The AGM report is Thanks to all our residents who Need advice? available on our website participated in the Test of Opinion Call to speak with a welfare 12 www.kctmo.org.uk A huge majority of you agreed the reform offi cer 0800 137 111, 0800 137 111 • 020 3617 7080 • www.kctmo.org.uk 13 TMO should keep managing your 020 3617 7080 homes.

87577_LINK Issue8.indd Sec1:12 10/8/13 9:51 AM 87577_LINK Issue8.indd Sec1:13 10/8/13 9:51 AM AUTUMN 2013 Children’s TMO excursion Hidden Homes emerge On Wednesday 7 August, bright and early at 8am our The fi rst three new council homes in many years have been completed as part of the Children’s forum was ready and raring to go to Margate!!! TMO Hidden Homes Development programme and tenants have moved in

To recognise National Play Day, one The Council and the TMO have been working closely together to of our contractors, Willmott Dixon, fi nd underused spaces on existing Council estates and consider generously laid on a coach, lunch, fun the possibility of creating new homes for local people. and games for the children of CTMO, This project builds on land the Council already owns, usually and their parents. underused garages and undercrofts. As well as creating new Our party of 35 included mums homes for residents, it can help to improve the environment and and a dad in tow with buckets, spades, make an estate more attractive. beach balls and picnic blankets. We The Hidden Homes programme has also given us an were also given activity kits as soon as opportunity to build new homes which are accessible for people we got on the coach, for the two hour with mobility problems drive. The fi rst three at Greaves Tower on World’s End Estate, When we got to Margate, it was have been fi nished and tenants have moved in! Councillors TMO staff and one of the new tenants of our grey and eerie and there was a big chill had a walkthrough of the completed homes before the tenants Hidden Homes. in the air. This did not put the kids off moved in. one bit, they had brought the sunshine Three, three-bedroom homes have also been under with them. Most of them stripped off construction in an undercroft at Holmefi eld House. The homes and got stuck in!! So did a couple of the will be let to households on the Council’s housing register that parents. need to move from their existing property. We expect these to be The children were so happy to completed and ready for new tenants in November 2013. see each other again; they have really forged a bond. One was so excited he had packed his bag two nights before. COMMUNITY CHAMPIONS A group of residents from the Dalgarno area of have become Community Champions and have run a survey with 200 local people to identify what their health and well- being concerns are. The results show the two main things causing most concern are how to eat more healthily on a budget and how to get more exercise. Many people also want more help with the things that cause them stress such as benefi ts changes or not having enough money. As a result of the survey the Community FROM THE NOVEMBER NOUR FESTIVAL 11 JULY 2013 Champions are now planning to run the ‘Dalgarno Community Champions Fitness COUNCIL November will have a very defi nite ‘MAP OUT YOUR FUTURE’ EMPLOYMENT Project’ – including organised guided walks, Middle Eastern and North African & TRAINING ROAD SHOW women-only swimming, exercise to music theme to coincide with the Royal Borough’s Nour festival of the arts and culture. In keeping its commitment to work with the Council classes and more. Created by the Royal Borough of Kensington and Chelsea, and other local agencies to help residents fi nd The next road The Community Champions are funded by the Nour – which means ‘light’ or ‘illumination’ in various Middle employment and training opportunities, the KCTMO showsh will be held on Council’s Public Health team and meet twice a Eastern languages - has now expanded beyond its original held its second ‘Map Out Your Future’ Employment ThursdayTTh 17 October month to discuss diff erent health and well being venue of Leighton House, a remarkable symbol of east meeting & Training Road Show in partnership with Catalyst 2013 at the issues. If you would like to become a Dalgarno west, to embrace the entire borough. Gateway on Thursday 11 July 2013. ChelseaC Theatre, Community Champion or get involved with any This year’s festival takes place in globally renowned cultural Over 100 residents attended the Road Show to the best route 7 World’sW End Place, of the activities contact marie@dalgarnotrust. Plan centres across the borough, including the Victoria and Albert receive one-to-one advice from local agencies and into your new career LondonLLo SW10 0DR: org or 020 8969 6300. The Community and training when you have a map; work anywhere is much easier businesses to Champions volunteer programme is also currently Museum, Science Museum the Muslim Cultural Heritage Getting with local agencies and employment experts. Residents attending the road different. KCTMO has partnered 10am to 4pm. is no advice and support. residents who need career Centre, the Ciné Lumière, The Tabernacle, and the Mosaic help our recruiting Community Champions for the World’s map into employment and show were able to access advice and support needs shows for your personal Next stop: KCTMO road over for more details. End and Cremorne estates in Chelsea. Rooms. The programme embraces fi lm, exhibitions, talks and ranging from information on changing career, to advice training…see ȟɯ #$1#2',#-32ɯɯ ɯ #36##-ɯȒɯ -"ɯȌȌɯ8# 12Șɯ+(,(3#"ɯ/+ !#2 Email [email protected] debates, literature, music, politics, visual arts, fashion and on diff erent types of training. ȟɯ 4/#15(2#"ɯȩ4-9.-#Ȫɯ$.1ɯ!'(+"1#- www.kctmo.org.uk or phone 020 7349 7811. cuisine. www.nourfestival.co.uk 0800 137 111 [email protected]

Children’s TMO MoreMMore informationinfformation aboutabo the Our mission: To deliver If your child would like to get involved road shows is available from the excellent housing services 14 with the Children’s TMO activities Resident Engagement team through resident led 0800 137 111 • 020 3617 7080 • www.kctmo.org.uk 15 email [email protected] email [email protected] management.

87577_LINK Issue8.indd Sec1:14 10/8/13 9:51 AM 87577_LINK Issue8.indd Sec1:15 10/8/13 9:51 AM AUTUMN 2013 Working to stop For safety’s sake – you must YOUR anti-social behaviour have TMO consent to make NEIGHBOURHOOD An important part of our work in the Neighbourhood YOUR Management Team is to work with our partners in the police, alterations to your home environmental health and CALM mediation service to prevent HOME Please ensure that if want to make any changes to your home that you ask the FROM K & C and tackle anti-social behaviour. TMO for permission. Recently the TMO attended court seeking possession of POLICE a property where works had been undertaken without permission. Inside the We have asked Heather Loebl who works at CALM mediation to explain the work that property it was found that the gas pipes had been interfered with, electrical wires REDUCE YOUR RISK she does with KCTMO residents: were damaged and walls and cupboards were removed, which led to structural It is sadly still the case that a “When KCTMO refer tenants to CALM, you always have a one hour private issues with the stairs. signifi cant number of burglaries meeting to give you a chance to talk about what has been happening and what are committed by gaining access needs to change for life to be better for you. CALM is an independent charity with The TMO, on health & safety grounds, completed works to make good the damage through open/insecure doors/ no connection to TMO, the police or social services. What’s important is that you and a judge at the Central London County Court ordered the tenant to reimburse windows. Please be aware of feel supported and listened to by mediators who are impartial and will not take the TMO for the works and to repay the rent arrears that had accrued. In addition, your security, even when your sides. Consider how long the dispute has been going on and think how things could it was also agreed that if any future works are undertaken by the tenants the TMO home is occupied, day and be better after just three hours!” can apply for them to be evicted. The TMO had to take this tenancy enforcement night. It is also a sad fact that Here are some of the reasons people give for not trying mediation action, in the interest of the safety of residents, staff and any visitors to the many cars are broken into are • “I don’t want to sit in the same room with them” property. left with belongings on show - In the fi rst place you will have a private meeting with our mediators, and no-one’s going please ensure that when leaving to make you do anything you don’t want to. To ensure you are compliant, please follow these steps: a vehicle, it is left locked and • “It won’t work” 1) Contact the TMO prior to doing any works personal belongings are hidden 2) Obtain permission in writing from the TMO to complete the alterations away. For further tips on crime If you don’t try mediation your situation won’t change. If you do, it might. 3) Provide the TMO with any planning permissions that are required from RBKC prevention, I would strongly • “I don’t have time” 4) Provide details of the qualifi cations of your contractors to the TMO suggest investing some time Think about how much of your life is being aff ected by the situation. It may be over after 5) Comply with any conditions that the TMO impose looking at one of the many crime just three hours of meetings. 6) Ensure you consider health & safety at all times prevention websites out there. • “They won’t listen” 7) Respect your neighbours when carrying out works You might be surprised how 8) Ensure your work is post inspected by the TMO After your private pre-mediation meeting, if you decide to have mediation with the other easy it is to prevent you and 9) Be aware that all main maintenance of the alterations is your responsibility. person, the mediators will ensure you have the space to speak without being interrupted your family becoming a victim. by anyone else. Imagine how refreshing that will feel compared to exchanges you might For crime prevention advice and Thank you for your cooperation. have had on the doorstep! helpful video clips go to met.police/crimeprevention If you’d like to fi nd out how mediation can help you, contact Heather Loebl on 020 7603 4014, [email protected], or see www.calmmediation.org

OTHER PREVENTION WORK COMMUNITY CENTRES REVIEW • Cremorne Estate has recently had CCTV We have started a year-long project to improve the management installed and this has had a positive impact on and usage of estate community centres and clubrooms, so we can the Estate by deterring people from the local ensure these are an eff ective resource for all residents. area and nearby pubs from congregating at the We are sending surveys to all households on estates where Home Contents Insurance garage areas. there is a community centre or clubroom. Please take a few minutes • The Neighbourhood Offi cer carried out an to let us know your views on how you want these facilities to be If damage is done to your personal belongings and Estate Surgery at Wiltshire Close recently. She used, either by completing and returning the paper questionnaire or possessions, such as furniture, carpets or clothing, you do used a questionnaire and asked residents about via our website at www.kctmo.org.uk have to claim against your own home contents insurance. Your Credit Union their experiences of ASB on the Estate. An The responses to this survey will be used as a basis for If you haven’t got home contents insurance, you should overwhelming amount of people stated that discussion at public meetings to be held over the next six months. Our new locally based community they felt the Estate was a safe place to live. All estate residents and any other users of the community centre shop around for one that suits you. You may be interested Credit Union is accepting members • An ASB action day is being planned for will be invited to attend and to share their opinions. We hope to see to know that the TMO has recently asked the National from Kensington and Chelsea. Join World’s End Estate. The estate has also just you there! Housing Federation to put together a policy for TMO online at www.yourcu.co.uk or call secured £15,000 for more CCTV to help tackle If you have any questions about the review please contact residents, which they are currently doing. Details of the anti-social behaviour on the walkways and in Jacqui Picot, Assistant Project Manager, on [email protected] 0207 605 6341 for a postal policy will be publicised in the next few months. the stairwells. or call Customer Services on 0800 137 111. membership application form.

If you need to report anti-social In an emergency, always Home work behaviour please call our customer call 999 for assistance. Please contact the TMO before 16 service team on 0800 137 111, starting any works at your home 0800 137 111 • 020 3617 7080 • www.kctmo.org.uk 17 020 3617 7080 0800 137 111, 020 3617 7080

87577_LINK Issue8.indd Sec1:16 10/8/13 9:51 AM 87577_LINK Issue8.indd Sec1:17 10/8/13 9:51 AM PERFORMANCE CHART I would like to become a member NT DE ID I E S A E

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Performance indicator How we did Quarter 4 Year to date Target Traffi c 4VSOBNF 1PTUDPEF last year June 2013 2013/14 light (2012-2013) Tel no Email

Repairs Please tick if we can contact you by email Emergency repairs completed within 24 hrs 96.0% 98.6% 97.5% 98% Urgent jobs completed within fi ve days 90.8% 97.0% 94.2% 98% )PXEJEZPVIFBSBCPVUTJHOJOHVQUPCFDPNFBNFNCFS Routine jobs completed within 20 days 91.1% 93.5% 94.7% 97% 8PVMEZPVMJLFNPSFJOGPSNBUJPOBCPVUPQQPSUVOJUJFTUPCFJOWPMWFEXJUIVT :FT/P Gas servicing I confirm that I am over 18 years old and the named tenant, leaseholder or freeholder of a Properties with valid Landlords’ Gas 99.9% 99.9% 99.8% 100% property owned by RBKC and managed by the TMO. Safety Certifi cate Please enter my name on the register of members of the organisation. Customer Services Calls answered 83,337 20,975 19,141 N/A 4JHOBUVSF %BUF Average waiting time 24 seconds 22 seconds 26 seconds < 40 seconds Residents complaints responded to 83.6% 100% 100% 90% within target In the event that the company stops trading while I am a member (or within one year of my ceasing to be a member) I will contribute to the assets of the company a sum not exceeding £1 for payment of the Empty properties liabilities of the organisation. Average time taken to re-let empty 22.65 days 20.7 days 20.9 days < 24 days It would be helpful to have some information for our records. This will be QSPUFDUFECZUIF%BUB properties Protection Act. We will not share this information with anyone (unless we are required to under law). Rent collection Collection excluding arrears brought 100.3% 100.25% 99.71% 99.57% %BUFPGCJSUI forward Gender: Male Female (please tick) Grounds maintenance Estates passing estate inspection 96.9% 97.4% 96.9% > 95% )PXXPVMEZPVEFTDSJCFZPVSFUIOJDHSPVQ  QMFBTFUJDLPOFCPY standards White: British Irish Other Mixed: White & Caribbean White & Black African White & Asian Other STAY SAFE THIS WINTER WITH SOME TIPS FROM THE NHS Asian or Asian British: Indian Pakistani Bangladeshi Other KEEP WARM Black or Black British: Caribbean African Other • Make sure you keep warm • Keep curtains drawn and doors closed to block out draughts Chinese or other ethnic group: Chinese Other • Have regular hot drinks and at least one hot meal a day if possible %PZPVDPOTJEFSUIBUZPVIBWFBEJTBCJMJUZ :FT/P • Wear several layers of warm clothes (rather than one chunky layer) • Wrap up if you need to go outside on cold days If yes, please give details • Keep active – stand up and move about at least once an hour Please tell us your first language STAY SAFE IN ICY CONDITIONS Snow and ice can make roads very slippery, and it is best to avoid long car journeys. If you really need to go outside: When you have completed this form please return it to any member of TMO staff or post it to: • Wear shoes with a good grip The Company Secretary, Kensington & Chelsea TMO • Try to stay on well used pavements or roads that have been gritted FREEPOST RLYX-BE2B-CLYB, 292a Kensal Road, London, W10 5BE • Walk slowly and concentrate on where you are going.

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Visit us online Feedback loop .FNCFSTIJQOP@@@@@@@@@@@@@@@@@@@@%BUFFOUFSFE@@@@@@@@@@@@@@@@ Our performance information is If you have any feedback on the Link 0DDVQBODZ,FZ5FOBOU5-FBTFIPMEFS-)/PO3FTJEFOU-FBTFIPMEFS-5 18 updated regularly on our website. or news you’d like to share, please www.kctmo.org.uk forward it to [email protected]

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