Best Wishes for a Safe and Happy Festive Season! Free 2012 Calendar Inside

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Best wishes for a safe and happy festive season! free 2012 calendar inside

LINK_FINAL.indd 1 13/12/2011 15:14 WinTer 2011 what’s insiDe Quickfire with... Board Chair reg Kerr-BeLL 4 newswire It’s been a busy year with lots News bites and happenings from of activity across the business. The digital TV project is coming in and around Kensington and along well, thanks to Yvonne Chelsea Birch and the team for efforts to prepare residents for switchover. 6 face to face There have been lots of events Residents pose questions to our and energy around engaging with top level Executive Team at our residents and we’ve shared a great Senior Citizens Residents’ Conference Annual party, two Residents’ Conferences and a new format AGM, and road shows around the estates. 8 in the loop I know the Resident Engagement team and other Conference, AGM, road shows... staff have worked hard to make these enjoyable and we report back on our events and constructive and it’s been great to see so many new faces. consultation activities in the loop The Rent Income and Home Ownership teams have both had a successful first half of this financial 10 prouD of Your place year with record collections for reducing arrears and • Proud Of Your Place • Back In Time collecting service charges. Well done to them. In the • Q & A • Resident’s Column Landscaping department, it’s good to see Dominic • Your Competition Davies and the team working with residents for the procurement of the grounds maintenance contract. 16 meet the team I’m pleased to see the Customer Contact Centre performance continue to improve so well done Sacha 18 how we are Doing Jevans and all the staff. Finally, next year our new office in the south of the borough opens which will 19 Become a memBer for free! improve access and services overall and is evidence KCTMO is investing in its services and future. 20 how to contact us Best wishes for the festive season, and for a happy new year.

No time to read Link? This word cloud is made Back by popular up of Link articles, and gives prominence to demand – your 2012 calendar! This year words that appear the most! we’ve enjoyed meeting residents at our events and activities. Our Customer Services Team Leader Robin Lawrence, who happens to be a talented photographer, captured some great moments. Check out his work in our special calendar, with space for your important dates for 2012 too. Enjoy! anna Bowden editor

0800 137 111 [email protected] the editor, kensington & chelsea tmo, 292a kensal road, london w10 5Be

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LINK_FINAL.indd 2 13/12/2011 15:14 winter fuel payment: are you eligible? Winter Fuel Payment helps older people keep warm in winter. The government offers the scheme to help people over 60 who are struggling to cope with the rising cost of gas and electricity.

If you receive certain benefits, what is fuel povertY? regardless of age, you can also get By the end of 2011, 4.1 million paYing the Bills extra cash via the Government’s cold households in England are expected Christmas is a time of giving, but weather payments scheme each time to be in fuel poverty. Households are you don’t want to give yourself a there is a seven-day period of very cold considered fuel poor if they need to headache in the New Year with bills weather between 1 November and 31 spend more than 10% of their income and debts you can’t afford. March. on fuel use to heat a home to an Rent, utility bills, food and other winter fuel payments: adequate standard of warmth. A real existing debts still have to be paid If eligible, you’ll get a lump sum of up to difference to fuel poverty can be made as a priority – the consequences £200 tax-free, while those 80 or over by improving the energy efficiency of can be severe if they are not. on 25 September this year get up to the homes of the fuel poor. If you do get in to difficulties £300. Payments can take a few months meeting your payments, please to arrive so apply early. what is kctmo Doing? contact us as soon as possible to cold weather payments: This year we installed 70 ventilation get advice and support, to set up a If eligible, you will get £25 for each systems at Hazlewood Tower to payment agreement, or a referral seven-day period between 1 November provide energy efficient ventilation, to another agency. There is a range and 31 March when the average and prevent condensation. The energy of ways to pay your rent or service temperature where you live is recorded efficient fans recover around 70% charges; one of the simplest is to as, or forecast to be, 0°C or below. of heat energy and can be used to set up a Direct Debit. bring in warm air in winter. We are how to claim also installing more than 400 central sign up for Direct To make a claim download the Winter heating and hot water boilers around DeBit with this issue Fuel Payment claim form online. the borough which provide more of the link! Your claim must be received by 30 efficient services. March 2012 to be eligible. You can whY sign up? also contact the helpline for guidance Payments by Direct Debit are safe, weekdays 8.30am-4.30pm. reliable and convenient. You choose direct.gov.uk when payments are made to fit in 0845 915 1515 with your budget. Once you’ve set 0845 601 5613 (text phone) up the payment date the money is deducted from your bank account regularly. You will be notified of any changes to payments 10 working days in advance, and if any errors are made you are entitled to a full and immediate refund from your bank or building society. To help you sign up we’ve included a Direct Debit form with this issue of the Link and you can also find a copy on our website. If you do stop your Direct Debit payments and are still incurring service charges or rent, you will need to use an alternative payment method. There is a guarantee offered by all banks and building societies. 0800 137 111

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kctmo wears it pink! We joined in the Breast Cancer Campaign’s biggest fundraising event, Wear It Pink Day, in October. Our staff donated homemade cakes for our pink cake sale and we raised £337 for neWs the charity through staff in and aroUnd contributions. K & C prize draw at the Residents’ chairs’ get Conference in September. together Chelsea resident Ms P Crampsie (R) won the £50 voucher and plant prize, presented by Tenant Liaison Officer Michelle Jones from T Brown (L).

customer services surveY upDate Thank you to all residents Group contractors who who took part in the sweep and clean the Customer Services Access grounds. She said they survey and contributed CREDIT: ROBIN LAWRENCE ROBIN CREDIT: do an excellent job and to our focus groups this We forgot to tell you about keep everything clean summer. The feedback you our Residents’ Associations and tidy. Well done to gave on our services and Chairs Get Together! We Area Supervisor Seymour how we can improve them held this special event in July BlantYre office Miller, and Jose Fernandez is a vital part of our plans which was a real success. We are on track with our Rodriguez, Wilcer Herney which we have been working We had 24 representatives programme of work at the and Jehangir Juma. on since April 2011. We are attend from Residents’ Blantyre Office on Worlds now analysing information Associations across the End Estate. This work is exercise classes gathered during these borough. They listened to part of our plans to improve a success at exercises and the findings presentations from our top accessibility and customer whitchurch will be published in the next managers. Thank you to service to our residents and KCTMO Community Officer issue of the Link. St Charles Residents’ Panel Chair Mike includes private meeting Everine Shand approached Square’s Mr Nwanguma; Doolan who hosted the facilities and a reception Open Age earlier this year and Cremorne Estates’ evening. area. We would like your about providing activities Richard Farrar won £50 views and ideas on a at one of our Sheltered vouchers for contributing home ownership name for the new office to Housing schemes. Residents to our consultation on news reflect the revamped office, opted to introduce a six customer services. Mr Farrar Homeowners received a acknowledging that wider- week taster course in is pictured receiving his prize new look invoice/statement ranging services will be exercise classes. It went so from Director of Customer in September which has centred there for the first well that classes are held Services Sacha Jevans. brought about savings in time. If you’d to put forward every Monday and are open Congratulations! production, and a reduction an idea contact us. to the wider community. in our carbon footprint. [email protected] Residents Audrey Dunmall It has also received great and Sheila Murphy wrote feedback for a welcome compliments to tell us how much they improvement. The team It’s great to hear your enjoyed these classes. Thank have worked hard to carry feedback on our service. you for your letters! out design and testing to get We were so pleased to hear it right. We hope you find from one of our residents prize winners! the new format useful! at Cremorne Estate who Our gas servicing team and complimented our OCS T Brown ran a quiz with a CREDIT: ROBIN LAWRENCE ROBIN CREDIT:

is there an event happening oUr Mission in your area? Tell us about it Delivering excellent housing services 4 and get published in the Link! through resident led management [email protected]

LINK_FINAL.indd 4 13/12/2011 15:14 Beware of bogus callers tackling conDensation nT An elderly resident from Chelsea was approached by a bogus de id i e s a e

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T adjoining wall in September. Thankfully, her instincts were moist air meets a cold n right and she contacted us for help. surface and tiny water droplets Being cautious claims to represent. develop. Everyday Not all burglars break into homes – • If you are not convinced of the activities such as some will try to trick or con their way identity of the caller, don’t let them cooking, washing in. They are known as bogus callers and in. Ask the caller to come back later clothes and bathing will pretend to be on official business and arrange for a friend, relative or create moisture in from utility companies such as gas, neighbour to be present on their return the air. You notice electricity and water, or the Council. or ask the caller to contact this person. it when you see They may claim to be tradesmen or • Treat every stranger with caution. your breath on a workmen calling to carry out urgent If you are still worried, dial 999 cold day, or when repairs. immediately and ask for the police. the mirror mists over when Bogus callers succeed because they you have a bath. It happens more sound believable, so don’t be fooled. in cold weather, even if it is raining You can take some simple steps to or dry. Look for it in corners, on check on callers coming to your home, or near windows, in or behind and ensure your own safety: wardrobes and cupboards. • Use your chain and spy hole or look out of the window to see if you how it affects You recognise them. If left unchecked and untreated, • Ask callers for proof of identity. condensation can become a Check this carefully. If you are unsure, serious problem. Too much telephone the company the caller condensation will make your home CREDIT: ROBIN LAWRENCE ROBIN CREDIT: damp. House dust mites and mould growth both occur more senior citizens annual often in damp conditions, and are partY – register now! associated with allergic reactions. One of our biggest events of the year allocated to the first 180 applications Damp conditions can also cause is back! We are holding the Senior received. Please contact Jill Brown as damage to your home, such as Citizens’ Annual party on Thursday soon as possible to apply; applications causing windows to rust or rot, and 26 January 2012. KCTMO residents close 12pm Monday 16 January 2012. plaster to perish, and in serious cases can damage electrics. Your currently receiving TMO2YOU Support 020 8964 6061 decorations can be spoilt too. Services and all other residents who [email protected] are 60 years and over and living in what You can Do a Council property We’ve produced a leaflet are eligible to explaining what condensation is, attend. The how it can affect your health and event will be held the condition of your home, and between 12pm- what you can do to reduce it. Visit 4.30pm at the our website or request a copy The Kensington by contacting us. Dealing with Copthorne Tara condensation is your responsibility, Hotel and will and taking good care of your home include welcome through some easy steps will drinks, three help to keep condensation under course lunch, free control. However, if you are over 65 raffle draw and or disabled, we may be able to help entertainment. you treat mould. If you have any Places are questions contact us for advice. limited and will be 0800 137 111

Want to tackle condensation? Get your information leaflet online or contact us for a copy! 0800 137 111 0800 137 111 • www.kctmo.org.uk 5 kctmo.org.uk

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e n We’re committed to keeping residents at the heart of our business and giving T you the chance to meet us face to face in a range of ways. At the Residents’ Conference we held a question time session with our Executive Team. There were some interesting and important questions raised – in this issue we’ve summarised the questions you posed.

There is a lack of information on estate notice boards, can these be used better? As part of our Local Offers we are reviewing the notice boards and the information that is shared on them. The outcome of the review, which is due December 2011, should ensure that we have good quality, useful information for residents that is regularly reviewed and updated. The dates and details of estate inspections will be displayed in all of the notice board along with other information about our services.

sometimes you have to wait to get through on the phone, and there are lots of options to choose from, why is this? Our phone system has a number of options to enable the nature of a residents query to be directed to the time of 26 seconds at October 2011. We have recently correct call handler in the first instance. Depending on call carried out consultation on our Customer Service Access volumes callers may sometimes experience a short waiting and will be making improvements as a result of this. time however we try to ensure that this is minimised wherever possible. We aim to answer all calls within 40 There has been some work on cavity wall insulation, seconds, our year to date performance is an average waiting where is this now? Over the past two years KCTMO has undertaken a programme of cavity wall insulation works. If residents experience any problems in terms of the quality of this work report it to us and we will investigate and seek a resolution.

What kind of communication happens with the voluntary and community sector? We feel that linking with specialist organisations is our best approach. Our Resident Engagement Team work with the voluntary sector and community groups to link up services and to widen and encourage engagement opportunities to residents. Community groups including Cook and Taste, Diabetes UK, and Health Trainers regularly attend our events around the borough. We are currently working with Kensington Housing Trust’s Pathways to Progress team which provides mentoring, careers advice and generally positive and proactive life training. This year we have also worked with

is there an event happening We have relet 129 empty properties in your area? Tell us about it since April 2011. The average time taken to relet is 27 days. 6 and get published in the Link! [email protected]

LINK_FINAL.indd 6 13/12/2011 15:14 Residents were given the chance to ask questions of our top managers at the Residents’ Conference PHOTOS: Robin Lawrence

environmental regeneration charity Groundwork to design a Who are the cleaning contractors for the communal gardening project where residents share the space to grow areas – how do residents make their views known fruit and vegetables. on this? All of the cleaning of communal areas is undertaken Where are the younger residents by our contractor OCS. We monitor and assess the at this event? quality of the cleaning and address any problems directly We try to attract a wide range of residents by with the contractor. In the TMO in Touch survey 77% of publicising the Conference by invite, posters on estates, residents were happy with communal cleaning, You can on our website and in the Link. We hoped that holding the call our Customer Service Centre to speak with an advisor event on a Saturday would help people who worked if you wish to report an issue. to attend, we also provided a crèche for those with young families. We know there is a how do you monitor repairs? how need to engage better with younger are jobs inspected? residents and we are working on this. WAnT TO knOW mORE Our repairs contractor Morrison We revamped our leaflets and are AbOuT SuPPORTEd HOuSing? inspects 10% of repair jobs (this part way through 16 road shows HOW WE TACkLE REnT is an industry standard) to ensure happening around the borough. So COLLECTiOn? WE’RE LOOking that they meet the contracted far 260 residents have attended FOR RESidEnTS WHO’d LikE quality standards. They also carry and 90% of those have not been TO PuT quESTiOnS TO OuR out telephone surveys and on-the- involved with us before. We’ve also mAnAgERS AbOuT THE iSSuES job satisfaction ratings. Corrective asked young people what kind of THAT mATTER TO yOu. Find OuT action is taken where work is not projects they would like to be mORE by COnTACTing uS! up to standard. We also undertake involved with and we are meeting 0800 137 111 monthly estate inspections which with them to discuss ideas. [email protected] look at the quality of the communal repairs undertaken. These are open for residents to attend.

Did you know you can report repairs online?

Visit kctmo.org.uk and complete the online form. 0800 137 111 • www.kctmo.org.uk 7

LINK_FINAL.indd 7 13/12/2011 15:14 residenT engageMenT in the l p Thank you to everyone who’s come along to our Residents’ Conference and Agm, visited any of our estate road show events , entered our gardens’ Competition or contributed to any of our consultation projects! So far this year almost 750 residents have been involved with us in some way – we are listening!

antisocial Behaviour upDate resiDents’ conference We are reviewing our anD agm antisocial behaviour (ASB) We’re service and want to know committed to what you think and how we listening to can improve. We have already our residents run a workshop with Chartered Institute of Housing ASB and acting on Are you a their feedback. Advisor Tess Ash, and a focus group to discuss priorities and member? Sign up to look at the Respect Charter for Housing Management. using the form on We believe From these sessions we understand that residents’ priorities page 19. it’s free! that by working with our tenants and are dealing with noise nuisance and harassment. We will homeowners we can build better be holding another meeting in February, if you would like to communities and improve our services. be involved or would like further information please contact At our Residents’ Conference and Annabel Davidson. AGM in September 2011 we decided 020 8206 7547 to put our residents in the spotlight [email protected] to tell us what was going well, and what needed to get better. We had YOU caretaking review 100 residents attend the Conference and 88 attend the AGM. Whether you SAID At the Residents’ Conference WE DID in April 2011 you told us you starred in our fi lm clip, fi lled out one of wanted more information about our surveys, or have made complaints caretakers and their role in Tavistock Road or compliments, thank you for your looking after your homes. In response we included a promise resident Tony feedback. We are listening. as part of our Local Off ers to review the caretaking service. Annis took this The Conference was hosted by We are looking at how we compare with other landlords, great snap of the Board Chair Reg Kerr-Bell and Chief Portobello Road how we can improve and provide the best value for money. Executive Robert Black and attendees Christmas tree! heard from our guest speaker, Cabinet We’ve talked to staff and contractors; met with other Thank you! landlords; captured residents’ views through surveys and Member for Housing and Property road shows; met with Residents’ Association representatives – Councillor Timothy Coleridge. Her at Area Review Board Meetings, the Resident Engagement Worshipful the Mayor Councillor Panel and individually; and held two focus groups. Julie Mills and Councillor Maighread Condon-Simmonds also attended what happens next? to support the event and meet with We will analyse all the information and decide how we can residents. do more of the things that we do well and look at ways we The day included a question can improve the service based on what you have told us. time panel with our top managers, We are looking at the best ways to manage and monitor our workshops to discuss antisocial performance and how we can involve residents and share Have you got a behaviour, tips on saving money on this information with them. We will advise residents of the question about energy bills, gardening tips and salsa outcome of the review in March 2012. Thank you to everyone your tenancy, dancing. who has taken part so far, you can still take part in our fi ve rent or how to Thank you to all those who minute online survey or contact Annabel Davidson if you get involved? attended and spoke to us! Read would like to discuss your views. Contact us. ‘Fronting up’ on page 6 for more [email protected] feedback from the day. 020 8206 7547

residents’ Conference feedback residents’ Conference feedback ”Lots of eff ort and planning, very 76% of residents had queries 8 much appreciated. Events like this are resolved by visiting service stands; important to keep the communication between and 92% of residents said the Conference KCTMO staff and its members.” met their expectations.

LINK_FINAL.indd 8 13/12/2011 15:14 on the road in the p This year we’ve revamped our approach to resident engagement with events, new leaflets and information, and opportunities to be involved. As part of this we began a series of 16 road show events in July 2011 to run over the next year.

In our first four road shows – held at happening in February for residents Worlds End Estate, Henry Dickens living in or around Wiltshire Close 30 Court, Trellick Tower and Silchester and Lancaster West, and in March for New KCTMO members! Estate – we’ve met with more than 260 residents in or around Convent Estate residents with a range of enquiries. and Chelsea Manor Court areas. Look 36 We’ve signed up 30 residents to out for posters and leaflets in your area, Residents signed up to involvement become KCTMO members, 36 as well as your invitation which will be opportunities residents to involvement opportunities delivered prior to the event. and carried out 25 repairs while on site. Alternatively, visit our website, for 25 It’s been great to meet with you on details of your nearest road show event. Repairs carried out while on site at 0800 137 111 your estates – and with 90% of you our first four roadshows having not been actively involved with kctmo.org.uk us before we’ve enjoyed meeting you 260 face to face and talking to you about Residents attended our first four the issues that are important to you. roadshow events Our upcoming road shows will be

Thank you to all our partners and We are coming to you! We’ve still got We caught you on camera! you can contractors who’ve attended our 12 more road shows scheduled for 2012. now see film footage and photos of road show series to date! We’ve been Look out for details of when we’ll be in yourselves or your fellow kCTmO pleased to work with morrison, T your area and how to get involved residents at our Residents’ Conference brown, diabetes uk and many more! PHOTOS Robin Lawrence in September. Visit our website!

kctmo supports Blue plaQue honouring frank crichlow We supported the blue heritage plaque Gaye, and was a centre for political and We have worked with and honouring the late community activist social activism within the African and supported the Nubian Jak Academy Frank Crichlow which was unveiled on Caribbean culture in Notting Hill. over the past three years to gain 4 December. Crichlow also set up the Mangrove permission to erect plaques around For 24 years Crichlow owned Community Association which the borough in recognition of people Mangrove Restaurant on All Saints provided advice and assistance, who were instrumental in the history Road in Notting Hill. This restaurant nurtured local projects to improve of Notting Hill Carnival and other attracted world famous visitors housing, and established youth projects. including Jimi Hendrix and Marvin facilities and services for the elderly.

Check out our film clips - starring you! Visit us online and find a link to our 0800 137 111 • www.kctmo.org.uk 9 Vimeo site

LINK_FINAL.indd 9 13/12/2011 15:14 residenT engageMenT

festive season tmo-in-touch survey hours kctmo oﬃ ces will be closed next steps from 2pm 23 December 2011 to 28 December 2011; and from 2pm in the last issue of the Link we told you about some of the 30 December 2011 with normal results of the TmO-in-Touch doorstep survey we carried out. business hours resuming 3 January 2012. the out of hours repair in this update, we’re focusing on our services outside of your service will continue to run during property including gardening and landscaping, antisocial these periods, only use this service in an emergency. Best wishes for a behaviour, communal repairs and cleaning. safe and happy festive season.

antisocial Behaviour (asB) managed effi ciently and eff ectively. We Eight out of 10 residents told us have begun consultation with residents that they were happy with their about our policies and changes to neighbourhood as a place to services. We’re also undertaking a live, although nearly a quarter of review of our ASB processes, you can respondents identifi ed that rubbish and read more about this on page 8. litter were an issue in their area. The responsibility for the disposal estate care of rubbish is shared, the Council is Nearly eight in 10 residents were happy responsible for removing litter from with communal cleaning, gardening paladin bins and KCTMO is responsible and landscaping. We understand for cleaning communal areas. We how important your environment is will continue to inform residents on and we try hard to contribute to this. litter disposal and enforce tenancy We’re pleased that most residents grounDs agreements and leaseholder covenants. are satisfi ed with these services, maintenance Noisy neighbours, including nevertheless, we’re always striving contract children, were the second highest to improve, and we’re currently re- concern. We take ASB seriously tendering our grounds maintenance and actively work with the Royal contract in consultation with residents. Borough’s offi cers to reduce noise Our communal repairs service is on estates. If you’re being aff ected an area we are working to improve on by noisy neighbours, contact your with our contractor Morrison. We’ve Neighbourhood Offi cer for advice. introduced new working practices 13% of responses identifi ed car for staff , including using electronic parking as a problem in their area. handheld devices to replace paper We’re currently reviewing our parking worksheets. This will help to provide operations, to ensure our services are more accurate and reliable results.

Following panel discussions and feedback from focus groups about the grounds maintenance contracts we received applications from 10 contractors, and seven have been invited to tender for this work. From these we will be selecting two contractors to carry out the contract for the next fi ve years. If you would like more information contact our Environmental Services team. 020 8964 6078 [email protected] CREDIT: ROBIN LAWRENCE ROBIN CREDIT:

If you would like to fi nd out how to get Become a member for free! involved and shape housing services Contact us for your membership contact us. 10 pack on download one online. 0800 137 111 [email protected] 0800137 111 www.kctmo.org.uk

LINK_FINAL.indd 10 13/12/2011 15:14 gardens’ competition winners presented trophies This was the 31st year of the annual gardens’ Competition and it proved as popular as ever with some fantastic entries.

We added a new category – Kitchen Mr & Mrs Goma (Gardens and The Gardens – to refl ect the growing Points Cup 2011); Blechynden and mr khan (L) and mr Roe of blechynden enthusiasm for growing your own Whitchurch House (Estates); Eryl and Whitchurch House, fi rst in estates fruit, vegetables and exotic fl owers. Humphrey Jone (Kitchen Gardens); An Environmental Award was also Olive Skeffi ngton (Besant Cup 2011); added in recognition of the voluntary Alisha Braithwaite (The Pioneer Cup eff orts made by Reg Kerr-Bell and 2011); Mr Reg Kerr-Bell (Environmental grounds maintenance contractors Tree Award 2011). Wise Men. They transformed a bleak Congratulations to all and we vandalised corner of North Kensington look forward to seeing you all again that bordered onto two of our estates next year! The full list of awards and into a riot of colour and civic pride! placings are published on our website. Held in conjunction with the Council kctmo.org.uk and Fred Besant, judging for the event took place in August and entrants mr and mrs malate of gadsden House were invited to a Presentation Evening placed second in the gardens category in October at the Mayor’s Parlour. Awards were kindly presented by Royal Borough of Kensington and Chelsea Deputy Mayor Councillor Elizabeth Rutherford. The quality of the entries and glowing speech from the Deputy Mayor and acceptance speeches from new entrants Alisha Braithwaite and Eryl Humphrey Jones bode well for the competition’s continuing and future success. First prizes: Mrs J Littman (Balcony/ Award winners received their trophies Susan Smith of Holmfi eld House got Window Boxes); Mrs Yan Xu (Patios); in the mayors parlour in October 2011 second place in the patios category

get reaDY for winter - gas servicing for homeowners Kensington & Chelsea TMO • Central heating installations guarantees on all work. If you are a homeowners can now access gas • New kitchens homeowner and would like to know servicing and repairs services through • All electrical and plumbing works more about the service or book an contractors T Brown. The team is Gas Safe registered, appointment, contact T Brown direct. The new service off ers special NICEIC accredited and provides 020 8786 1333 rates for homeowners and allows you to access maintenance and repairs for gas servicing and heating, these services have normally only been available to council house tenants. Services include: • One year maintenance cover 47p per day with 24 hour back up service • Five year warranty on selected boilers

have you seen our photos online? Visit our website for our link to Flickr and see Garden’s 0800 137 111 • www.kctmo.org.uk 11 Competition pictures

LINK_FINAL.indd 11 13/12/2011 15:14 residenT engageMenT parking review staYing first revampeD service We are reviewing the way we manage parking areas on our Kensington and Chelsea’s housing advice service has changed its estates to ensure we deliver a good service and that we make name to Staying First. Previously full use of the available spaces. known as Staying Put Services, the organisation also has a new We have already sent surveys to towing illegally-parked vehicles on all office at Mulliner House, Flanders all parking permit holders and have private land. This includes estate car Road, W4 1NN. Staying First works received several hundred replies. The parks, shopping centres, hospitals and in partnership with KCTMO and results are now being analysed, thank train stations. The includes all KCTMO provides free, confidential and you to everyone who replied. Mrs estates. independent advice to help tenants Cullerton of Matthew Close was the From January 2012, we will begin to tackle rent arrears. It can also lucky winner of our prize draw amongst ticketing cars which are not displaying help you to resolve Housing Benefit respondents and received a £50 Marks valid permits or in areas where parking problems and make realistic & Spencer voucher. is not allowed. Our inspectors will use payment arrangements to reduce If we decide to make any changes handheld computers to photograph your arrears as an alternative to as a result of this review which affect vehicles and print out parking tickets legal action. your area we will carry out further on the spot. Drivers will have 14 days to Your Income Officer can refer consultation. It is planned to implement pay or to make an appeal. If payment is you to Staying First’s specialist any changes from April 2012. not made after 14 days, the charges will advisers in the office, or at your If you would like to share your increase and the vehicle’s owner will be home. If you would like a referral, views, or take part in a focus group to chased for the debt. please contact your Income Officer. discuss our management policy and Wing Security will be carrying 0800 137 111 procedures, please contact Project out this service on our behalf under Manager Nick Rendle. a temporary contract. This will allow staYing first [email protected] us to review how ticketing operates in 0207 605 6467 practice, and help us to set up a longer hanDYperson term parking enforcement contract service changes to parking later in 2012. There will be no changes Staying First also offers a service enforcement to the appeal process. for small repairs and jobs around New legislation under the Protection the house at a reasonable cost. You of Freedoms Bill will ban clamping and can qualify for the service if you are a resident in the Royal Borough of Kensington & Chelsea; if you are over 60; are registered disabled or suffering from long term ill health. If you are in receipt of Housing Benefit, Pension Credit or Council Tax Benefit the charge is £10 per hour plus VAT. You must provide proof of your benefit on the day the work is carried out. If you do not receive benefits, the charge is £20 per hour plus VAT. You will also need to pay for materials and any parking charges after the first hour. The service can provide help with safety, security, electrical work, plumbing works, home energy efficiency and other minor repairs. The service does not cover works which are the legal responsibility of KCTMO. If you would like advice on repairs responsibilities contact us.

If you would like to find out if there Become a member and win £50! is a Resident Association in your area, Fill out the form on page 19 or or to get help setting one up contact us. 12 download one online. 0800 137 111 [email protected] 0800 137 111 kctmo.org.uk

LINK_FINAL.indd 12 13/12/2011 15:14 OLu capital programme 2011/12 T’S C mn En : T we have an £8.6 million budget for pressure) and central boiler plant id O S P this year’s capital works programme • Replacing fire alarm, smoke E T R i P with plans to complete a range of detector and emergency lighting

work across the borough by march • Replacing mains power cable

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n just perfect but • Installing more than 400 central sometimes the festive heating and hot water boilers season can be a stressful time of • Renewing 35 kitchens and level overspending. Try some of our top access showers at Sheltered tips to reduce the financial strain this Housing Schemes Christmas: • Replacing water tank, booster pump (to maintain water It’s vital to keep on top of the important bills. Make sure that you continue to make payments for kitchens anD Bathrooms essential things like your housing Kensington and Chelsea TMO silchester tower blocks: costs and utilities first. are undertaking an innovative • Dixon House, Darfield Way Try talking to your children about procurement route to deliver a • Markland House, Darfield Way what they really want for Christmas programme of works in a number of • Frinstead House, Freston Road and don’t feel that you have to get locations across the borough. • Whistable House, Silchester Road everything on their list. The work includes the • Lonsdale House, Westbourne Grove Limit the temptation to buy more refurbishment of kitchens and • Elsham Road by cutting the number of shopping bathrooms, re-wire of a number of • Holland Road Flats trips and only taking the cash that properties and replacement of central • Tadema Road you can afford with you. Leave the heating boilers which are at the end • Chesterton Square cards at home! of their useful life. • Blantyre Tower A third of all food gets thrown Properties included in this We will also be carrying out electrical away. Imagine throwing that amount programme are: rewiring in properties where the of money in the bin! • Edenham Way, electrics are over 30 years old. This Make a list and stick to it. • Hurstway Walk, Grenfell Road, work is scheduled to begin in January Don’t rush out and panic buy on Lancaster West 2012 and will be completed by April Christmas Eve. • Wayneflete Square 2012. If you are expecting a lot of people, suggest everyone brings something with them. Whatever you’re drinking, meet anD greet at nurserY lane alternate with a glass of tap water. Nursery Lane residents were given the about what the new rooms might Good for your waistline, your chance to meet the contractors – FWA look like. Twenty residents attended, possible hangover, and your budget. – during October 2011. Contractors met the project team and saw sample were on site to discuss kitchen and boards of what to expect when making Mary White bathroom refurbishments and electrical their individual choice. KCTMO resident and Centre wiring; this work is part of our capital Manager of the Latymer Christian works programme. FWA brought down Centre. She has been trained as a a number of samples for the kitchen personal budget coach by money and bathrooms so that residents could charity Credit Action see and touch them, and have an idea

We need you! Would you like to write a column for the Link? [email protected] 0800 137 111 • www.kctmo.org.uk 13

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nerina Bonnett whitstaBle house attended our road show at Silchester Estate. She has lived there her whole life and loves having her friends and family close by in her neighbourhood. PHOTO: Robin Lawrence

”i love being close to family and being part of the local community.” nerina Bonnett

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We’ve got an event calendar on got a question? our website so you can see our You might find the answer you are 14 Board meetings, events and other looking for on our Frequently Asked important dates kctmo.org.uk Questions online kctmo.org.uk

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nT de id Many of us recognise i e s a What is happening to TMo2yoU who are not on Housing Benefi t will e that the older we get

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e T The government has made changes instead of paying the Council the n to lose weight. That to the funding available for older current TMO2YOU Support Charge, is not a myth, it is a residents’ services which will aff ect they will pay the Sheltered Housing fact. Our metabolic-rate (the rate our fl oating support service – called service charge directly through their at which we burn up calories) slows TMO2YOU. This service is currently rent service charges. down. available to all elderly residents and Between now and March 2012, we We are less active, but still eat includes services for those in sheltered will visit and review the support needs the same amount of food. If we are housing and local home visiting of all residents aff ected by this change, overweight it aff ects our health and services. and help to arrange the most suitable how we feel about ourselves and TMO2YOU is currently funded options from April 2012 onwards. our energy. by a central government grant called Some of the options that are We must be determined to Supporting People, which means that available to non sheltered residents make the changes that go with any KCTMO resident who receives include: trying to lose weight. Housing Benefi t has their TMO2YOU • Referrals to a new borough wide We must look at our eating support charge covered by the Floating Support service that the habits and make a list of Supporting People Grant. council will be developing next year. healthy meals that include good Residents who are not on Housing • Referral to social services to either carbohydrates, such as porridge, Benefi t are assessed and directly increase existing services or assess for beans, brown pasta, vegetables and recharged by the council to access the new services. fruit. Spread fruit intake throughout service. • Residents can continue to contact the day because it contains natural However, Supporting People and visit the fi ve sheltered housing sugars. Eat slowly; and chew food funding for all existing Floating Support schemes to access events, meetings, properly sitting down at a table. Services – like TMO2YOU – will end surgeries and general advice and Eat breakfast like a king, lunch in March 2012. This means we can no support available within the scheme. like a prince and dinner like a longer provide the TMO2YOU Floating 0800 137 111 pauper as the old maxim goes. Support service. [email protected] Drink plenty of water and From April 2012, Housing Benefi t herbal teas because when properly will cover the costs of wardens and hydrated our body stops storing fat. sheltered housing services. This means When peckish go for a few carrot the TMO2YOU service will revert sticks or an apple. back to a traditional sheltered housing Remember we can diet all we service. For residents across KCTMO’s like but unless we exercise more fi ve sheltered housing schemes the and consume fewer calories we will TMO2YOU Support Charge will be not keep the weight off . replaced by a Sheltered Housing For information about weight service charge in 2012/13. This charge loss visit: will be included in residents’ service www.bdaweightwise.com charges from April 2012 and will be fully covered by Housing Benefi t for John Mendes residents receiving this. KCTMo resident Sheltered Housing residents

have you seen our photos online? Visit us at www.fl ickr.com/photos/kctmo 0800 137 111 • www.kctmo.org.uk 15

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organisational Communications hr Manager Our Senior development Manager Manager anna Bowden Lesley stapleford management Team Ben holt Covers Human takes the lead for the manages the information Resources operational delivery of development and publicity deals with our business Plan. of staff, about our recruitment This issue we profile managers services and selection those responsible for and teams across the including Link magazine, of employees across the services ‘behind the organisation with the website, internal staff company, it includes scenes’. if you’d like to aim of training and news, dealing with employee relations, know more about our engaging our staff media enquiries and payroll and terms company structure visit: to deliver excellent ensuring information and conditions of kctmo.org.uk services. is clear and accessible employment. to all.

Policy and assistant director of head of iCT governance Manager improvement Manager Financial services nurul Miah / Company secretary Janet seward rupa Bhola This service angela Responsible Responsible is critical for Bosnjak- for equality for preparing staff to carry szekeres and diversity financial out their work monitor and across our statements effectively maintain services, and ensuring and management and efficiently and corporate governance that each department’s accounts, for the includes internal arrangements; supports service plans contribute kCTmO company systems and technology board, Agm and to meeting our annual and Housing Revenue for managing elections process; gives priorities set out in our accounts. information and advice on constitutional business Plan. processes. matters, regulatory and legal requirements.

what we Do annual enT i id d s e We are responsible for Right To Buy applications a e report r •

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e T n Tenants is published! on behalf of the Royal Tenancy issues It sets out our Borough of Kensington and Chelsea. Cleaning and maintaining estates progress this year This is one of the smallest boroughs in Homeowner issues and gives updates on London, covering just over 4.7 square Sheltered housing support and our commitments to miles – and one of the most densely Community Alarm Service residents in the Local populated boroughs in the country. Letting and management of garages Offers. We’re pleased to report There are just over 88,000 homes Major works improved performance across a in the borough, with about a quarter Resident involvement and number of areas of our service, and of those in the social housing sector. consultation acknowledge that there is still work 98% of KCTMO properties are flats, of Gas servicing and repairs to tenants’ to be done to ensure we deliver which 25% are in blocks of 10 storeys homes and communal areas on our mission to deliver excellent or more. Many are on large estates but Dealing with empty properties and housing services. You can read a we also manage a substantial number unauthorised occupation copy on our website or request one of street properties, which have their Complaints about KCTMOs service by contacting us. own maintenance needs.

We work hard to give an excellent did you know... service, you can make a comment, You can pay your rent online! 16 complaint or compliment at kctmo.org.uk 0800 137 111 kctmo.org.uk

LINK_FINAL.indd 16 13/12/2011 15:14 are you having problems kctmo to manage staBle waY site with your tenancy? KCTMO has been appointed to if you are having problems managing your tenancy, the manage the Stable Way traveller site for a two year period starting Council’s Tenancy Support Service may be able help you. from January 2012. The site has been in existence The service has been running since and then mediating with her Rent Officer to come to an agreement with repaying since 1974 and comprises 19 2002 and aims to prevent residents pitches and an additional pitch losing their homes and to provide the arrears. Ms Q was also interested in moving to a smaller property, and so the used as an office. support and assistance to vulnerable Chief Executive Robert Black people. Tenancy Support Officer provided her with information and advice to register said: “We are delighted to win There are six Tenancy Support this two year contract for the Officers who work with tenants, on the council’s under-occupation scheme. management of Stable Way. We leaseholders and hostel tenants. The have a long history of resident service can assist with: You can refer friends, family, or neighbours to the service if you have engagement and we hope to work • rent arrears problems with the residents and partners – • advice and assistance on re-housing their consent. Or if you would like to speak to someone at the Tenancy especially the Council – to ensure options that we meet our commitment to • income maximisation such as help Support Service yourself, please contact your Neighbourhood Officer or the providing excellent services to the with claiming benefits and tax credits residents of Stable Way.” • referral to services such as health service directly. and social services, drug and alcohol 020 7361 3008 services [email protected] • help to access education, training and employment services • accessing services in the local community • providing social / emotional support • setting up your home if you are a new tenant

case stuDY Ms Q, a KCTMO tenant, worked from home. Her rent arrears were increasing, and she was threatened with legal action. On assessment, the Tenancy Support Officer working with Ms Q realised that she was entitled to certain benefits that she had not been aware of. He was able to assist Ms Q with

successfully applying for these benefits, LAWRENCE ROBIN CREDIT:

vacancY: volunteer neighBourhooD worker In this voluntary role you will have the experience by working one day a programme. Although this role is unique opportunity to gain training week within KCTMO’s Resident unpaid all travel costs and lunches will and practical experience over a nine Engagement Team based at the be reimbursed. month period to enable you to develop Network Hub, North Kensington. Closing date for applications: 5pm a career in community development Ideally, for this role, you should Thursday 6 January 2012. Interviews and resident engagement. have knowledge of community issues will be held: Thursday 13 January The Neighbourhood Workers and resident engagement techniques. 2012. To request an information pack programme involves a series of You should also be customer focused, please contact Resident Engagement daytime training sessions whilst creative as well as have the time to Manager Janet Edwards. at the same time you will have commit to completing the nine month 020 8964 6093 the opportunity to gain practical training and practical experience [email protected].

Want to work with us? You can view our current vacancies online kctmo.org.uk 0800 137 111 • www.kctmo.org.uk 17

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Performance indicator how we did Quarter how we‘re Target recent last year 2 (ending doing now 2011/12 trend 2010/11 sep 2011) (oct 2011)

repairs Emergency repairs completed within 24 hrs 97% 100% 100% 98.7% Urgent jobs completed within fi ve days 92% 99% 97% 98.4% Routine jobs completed within 20 days 94% 96% 92% 97.3% Repairs completed on fi rst visit * 97% 99% 90%

gas servicing Properties with gas servicing carried 99.9% 99.9% 99.9% 100% out annually

Customer services and complaints Calls answered 64,397 16,360 6656 N/A N/A Residents complaints responded to 85%** 67% 78% 90% within target (stage one)

empty properties Average time taken to relet empty 27 days 31 days 18 days 24 days properties

rent collection Collection excluding arrears 100.94% 99.65% 99.56% 100.40%

grounds maintenance Estates which failed inspection 3.1% 3.1% 2.9% 5% standards

{KEY: Target met Near to target Off target * Figure unavailable due to a change in system ** Target 80%} whitchurch house garDen fruitful There’s been something quite special We’re pleased to report that happening at Whitchurch House the project has not only been this year. Residents at the Sheltered awarded a prize in our annual Housing Scheme have been working Gardens’ Competition, but has with us to make dreams of a shared also resulted in the making fruit and vegetable garden a reality. of some delicious tomato It began in the spring when our chutney! Community Offi cer Everine Shand We have also applied approached the Council on behalf of successfully for funding under the scheme, with the idea to make the a campaign to support new most of unused space at the back of Community Food Growing Whitchurch House. With the support Spaces for London in 2012. of the Council we linked up with We were awarded £750 and environmental regeneration charity receive a planting calendar, kCTmO’s Chelsea manor Court Residents’ Groundwork to design a gardening seeds, information on compost Association was recognised for its hard work to project where residents share the advice, discounts list and a improve local areas. it received a gold Standard space to grow fruit and vegetables. monthly newsletter. Award from the mayor. Congratulations to all involved!

is this true in your Congratulations new members! neighbourhood? Winners of our monthly £50 18 We’re working hard to improve our vouchers are Guy Boersma, Ubah services - tell us about your experience! Mohamed Yusuf Garmele and Sonia [email protected] Barry-Ventura. Thanks for signing up!

LINK_FINAL.indd 18 13/12/2011 15:14 i would like to become a member memBershipPlease print all details in this box in BLOCK CAPITALS page Mr Mrs Miss Ms Other Address First name(s) Surname Postcode Tel no Email Please tick if we can contact you by email How did you hear about signing up to become a member? Would you like more information about opportunities to be involved with us? Yes No I conﬁ rm that I am over 18 years old and the named tenant, leaseholder or freeholder of a property owned by RBKC and managed by the TMO. Please enter my name on the register of members of the organisation. Signature Date

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 liabilities of the organisation. It would be helpful to have some information for our records. This will be protected by the Data Protection Act. We will not share this information with anyone (unless we are required to under law).

Date of birth Gender: Male Female (please tick) How would you describe your ethnic group? (please tick one box) White: British Irish Other Mixed: White & Caribbean White & Black African White & Asian Other Asian or Asian British: Indian Pakistani Bangladeshi Other Black or Black British: Caribbean African Other Chinese or other ethnic group: Chinese Other Do you consider that you have a disability? Yes No If yes, please give details Please tell us your ﬁ rst language PLease sUPPLy WiTh BLeed

When you have completed this form please return it to any member of KCTMO sta or post it to: The Company Secretary, Kensington & Chelsea TMO FREEPOST RLYX-BE2B-CLYB, 292a Kensal Road, London, W10 5BE

TMO USE ONLY Veriﬁ ed eligible by ______Occupancy ______Date ____/____/______

Membership no ______Date entered ____/____/______

Occupancy Key: Tenant = T Leaseholder = LH Non Resident Leaseholder = LT

LINK_FINAL.indd 19 13/12/2011 15:14 did you know you can access our website for ConTaCT Us free at the network yoUr LoCaL LinKLinkhub reception? 0800 137 111 hoUsing oFFiCes [email protected] network hub kensington & Chelsea TmO, 292a Kensal Road London W10 5BE 292a kensal Road, London W10 5bE Open weekdays 9am-5pm kctmo.org.uk Worlds end estate oﬃ ce Finished reading me? Recycle me! Blantyre Street

enT i London SW10 0DS id d s e Residents told us they wanted to see contact details a e 020 8964 6161

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100% RECYCLABLE

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