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The quarterly newspaper for Notting Hill Housing residents

Celebrating our older residents

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Notting Hill Housing – Annual Standards Report 2015 - 16 Notting Hill Housing – Annual Standards Report 2015 - 16 Notting Hill 3Housing – Annual Standards Report 2015 - 16

2 Resident involvement Tenancy and estate All of our services work hard to put residents at theTenancy heart of and everything estate we Have we management do. We providemanagement opportunity for performance residents increasing the number of transactionalmet our surveys Service standards and service users(General to comment Needs) on and 2015/16so that feedback2014/15 is receivedTarget soontarget? after an Between them our General Needs, Pathways and scrutinise our servicesRent collected* and performance 99.7%activity (a100.5% property sale,100.3%* repair or complaint) Leasehold teams manage nearly 30,000 properties.through Our a variety of meetings and resident is undertaken. We have recently reviewed This report tells you how we are doing against the Current tenant arrears as a Altogether Better one-stop model means that we getpanels, and through representation on our 5.6%our Involvement5.9% Strategy5.7% and restated our standards set by our regulator, the Homes and percentage of rent due to know our residents as individuals and can providegovernance a committees and Group Board. commitment to ensuring that residents Communities Agency (HCA). The standards cover Cash value of debt £7.105m £7.144m n/a tailored service that best meets their needs. Residents are involved at every stage of wanting to get more involved in helping us tenant involvement and empowerment, home, tenancy, Percentage who agree In 2015/16 our three welfare benefit advisers helpedservice our improvement, from being resident shape our services are able to do so. neighbourhood and community, rent, value for money and that NHH has friendly and 88% 87% 85% residents get additional income of £390,000 in backdatedmonitors who regularly carry out estate governance and financial viability. approachable staff Housing Benefit, discretionary housing payments inspections, through to there being two To ensure that we are meeting these regulatory standards resident representativesPercentage sitting satisfied on the NHH with the and grants. 79% 77% 75% we have developed our own service standards which Group Board. The overallresident quality chairs of of their the Localhome “For me it’s about playing an active part Lettings are based on customer2015 satisfaction. – We 2016 collect this Scrutiny Panels sit Percentageon the Altogether satisfied Better with in my community and having a voice information via customer surveys completedOverall, by residents opportunities for residents to move quicklyCommittee as and thereforetheir neighbourhood directly link into as oura 86%for others”83% 75% “It’s very interesting to know how NHH Annual throughout the year and we report on our performancetheir needs change continue to be very limited. Justgovernance under structure.place to live Toyin Ogundana works. I’ve learnt a lot and I’ve had an , LSP Chair, South input in changing some of the things every three months. This information is presented4,000 people to our have registered for transfer and it However,is clear we also recognisePercentage that of most estates people where they do, or how they do them. NHH Local Scrutiny Panels, Altogether Better Committeethat we are and not to going to be able to help the vastcannot majority commit to regularthe standard attendance for external at 91% 91% 90% “I get satisfaction and encouragement cares about what their tenants think the Notting Hill Housing Group Board. of them to move. We helped 161 of our currentmeetings. tenants We are thereforecleaning proactive was met about standards that my voice is being heard by NHH and want. They listen and act.” to move in 2015/16.nhhg.org.uk/publications A further 83 residents successfullyencouraging feedback and influence in a We are pleased that customer satisfaction performance in Percentage of estates where and hopefully it makes a difference for John Sullivan arranged a mutual exchange with another tenantvariety enabling of other ways. For example, our new the Pathways service has improved in all areas apart from the standard for internal 94%all tenants” 92% 90% , LSP& member, them to obtain a property better suited to theircustomer needs. app gives further opportunity for repairs. The downturn in repairsDownload satisfaction the full was report largely at: In addition, we have continued to help thosecleaning was met Julie Quinn report due to a change in the way we now carryAnyone out all ofwanting our to find out more about mutualresidents exchange to give us feedback and we are , LSP member, residents affected by the government’s Percentage of estates where or contact theshould Involvement speak to teamtheir housingusing the officer details and below. also look out for Hammersmith & Fulham surveys so that the method of measuring satisfaction with benefit changes and our teams have helpedthe standard for gardening 90% 95% 90% regular articles in The Resident newspaper. repairs is consistent across all of the businesses. to secure an additional £390,000 incomewas in met extra Housing Benefit, discretionary housing In General Needs,Union, the target which for has overall affected satisfaction the economic was Tenancy and estate Have we payments and other payments. achieved even thoughoutlook this at year’sleast in target the short was setterm. at a higher Anti-social managementbehaviour performance met our Introduction and more challenging level. While not yet meeting the We continue to focus on listening to residents(Pathways) 2015/16 2014/15 Target target? NHH was set up to help solve some of the In 2014/15 we reviewed our anti-social behaviour policy in consultation with residents and target, repairs satisfactionterrible housing also improved. conditions that many people and learning lessons when things go wrong.Percentage of Pathways We review complaintschanged to some ensure of ourthat procedures.we are In 2015/16 we rolled out new guidance to staff and provided I am very pleased to introduce the However,latest we are liveddisappointed in during that the leasehold1950s and satisfaction1960s, and now residents with an up-to-date 89% 97% 100% identifying recurringadditional issues training. and themes; As a result we of this effort, complaints about our handling of ASB cases fell in the version of our Annual Standards Report.is still Thenot meetingin our 2016 targets we are and facing this willanother be an housing ongoing crisis. support plan in place continue to seeklast quarter feedback of thethrough year. our regular report covers our performance acrosschallenge all over theReductions next year. Wein grant have for changed affordable the rentway and a Percentage of Pathways satisfaction Overwhelmingly,surveys and focus most groups, complaints and we of anti-social behaviour that we receive are about noise. The A big thank you to the key housing management serviceswe including carry out our regulardecrease surveys in rental so thatincomeRepairs we canover better the next four residents satisfied with are always actionhappy weto hear can takefrom will you depend directly. on I how severe the problem 96%is. Normal everydayn/a noise90% such as General Needs (rented housing), Pathwaysidentify what is notyears working will meanfor leaseholders that NHH will and have so that to be even their support worker (new residents who helped us Residents are closely involved in wouldmonitoring likewalking to the thank and everyone talking iswho not has something given that breaches the tenancy and we cannot take legal action in (supported housing) and Leaseholdwe services. can develop a clearmore plan determined of action and in consultationresourceful to with ensure we indicator) 2014/15 review this report! can continue to provideperformance homes forof the those repair who contractors. us valuable Membersthese feedback. cases. of our However,Our special in thanksmost2015/16 cases go to a gentle reminder asking residents to be considerate of each As I predicted last year, we have hadleaseholders another to try to improve this. Tenancy and complaintsestate Have we could not otherwiseLocal afford Scrutiny them. Panels This remains (LSPs) were invitedthose of toother you put who isthemselves enough regularly to resolvegive upcomplaints theyour issue. time to Number of extremely busy and challenging year at Notting Complaints received: management performanceper 1,000 met our at the core of whatforward we do. as resident repair representatives.get more They involved. attend This the has helpedper ensure 1,000 that properties Hill Housing (NHH) in common with all When this does2015/16 not work, and if the noise propertiesis serious and persistent, we will work with such contract monitoring meetings everywe quarter focus and,our efforts along on the right (Leasehold)propertiesthings. You 2015/16 2014/15 Target target? organisations responsible for housing delivery, Last year you told us that your priority was for agencies as the police,total Environmental Health and Safer Neighbourhood17,479 teams to carry out a Elaine Arkell Complaints with other LSP members, help us ensurereally thatdo help the makedata we a difference. Rent/service charges 57 especially in London. The social housing sector us to continue to improve the quality of our Service thorough investigation and pursue legal45 action if warranted. 101.4% 100.7% 101%* collect reflects the reality of the customer experience. 789 collected* 8,438 is in unprecedented times with changes affecting services, and our repairs service in particular. We hope that you enjoy reading this Annual 30 Any resident who wishes to make a complaint (or pass on GeneralStandardsIn Needs 2015/16 Report and my thanks,Current as ever, tenant23 to arrears as a funding, regulation, legislation andcompliments) purpose. shouldAt be the able beginning to doTo so of ensurequickly the year that and we residentseasily. recruited are new safe (rented) in their homes we aim 217 2.25% 2.85% 3% Faika Hassan-Ali the •dedicated group of residentspercentage who help of us rent due Some of these changes will directlyResidents impact can make complaintsrepairs contractors (orto send make to compliments) work sure acrossthat every both in a home General receives an annualWe successfully gas applied for eight injunctions to stop anti-social behaviour. Needs and Pathways properties, and our Leaseholdproduce it. Mark Vaughan*This means that we want to collect all of2,187 the rent due (100%) plus something on our residents. For example,number reductions of ways. in safety inspection. In 2015/16 we carried out• There 99.9% were of the 13 evictions due to anti-social behaviour.19 priority was toinspections ensure that that these were arrangements due. Over the Pathways year we also applied Group Directortowards of the Housing30 outstanding arrears the Local Housing Allowance,The which first is step paid to try and get any problem resolved should 66 to single people under 35, will affect who worked wellfor for 162you injunctions from the very to start.ensure The that (Extrawe could care check those Stephen Johnson be by speaking to yournew housing contractors orproperties property are managed management where the by locally-basedinspection wasservices overdue and and we had we can let our properties to. officer.This year, If after there doing so you feel that the issue has still not Key 48 will be a further reduction in the benefit cap, teams that difficultydeal with gainingboth day-to-day access. repairs supported target met target nearly met target not met been satisfactorily resolved, a formal complaint can be 41 from £26,000 to £23,000, meaning that more and planned (cyclical) works. We identified housing) raised. Our aim is to resolve complaints fully and as soon CaseNHH groupstudy average - anti-social behaviour complaint people will struggle to pay their rent. We still some performance issues very early on and we Gareth Jones as possible, and in most cases we are able to do this. If need to consider our response to proposals were able to act swiftly to put this right. As a investigation a resident remains dissatisfied afterSatisfaction receiving our initialwith the repairs service Average time to re-let a void property set out in the Housing Bill to introduce the result, both residents and staff have said that the response, they can ask for it to be reviewed. Reviews are Right to Buy for housing association tenants service has improved over the last2015/16 year and we ATarget report of ASBHave was we made met by a resident 2015/16 Target Have we met considered by managers working in a different team and our target? Donna Lawton and to set rents according to income (Pay to want to ensure that this continues in 2016/17. about their neighbour.our target? The allegation by our independent reviewers, who are mostly committee Stay). We understand that these changes will was about disturbance caused by door Housing Officer29 visited to assess24 the extent and Board members, who are not employees of NHH. General Needs increase the levels of uncertainty and anxiety General Needs 66% slamming.75% It was agreed that the situation of the problem.days She was onlydays able to witness for residents. Adding to thisHousing mix is the Ombudsman recent Service would be monitored and that the resident normal household noise. A visit by the Michael O’Connell referendum decision to leave the European would keep a diary indicating the frequency Environmental Health Service reached a During 2015/16 we received decisionsUseful contactson 18 cases that had of incidents. When the reports continued Pathwayssimilar conclusion.48 A formal complaint50 was been referred to the Housing OmbudsmanFor more information Service. or to get a copy of the regulatory framework and standards, please contact days our regulator, the Homes and Communitiesthe Agency: neighbour was contacted and agreed made and thisdays was escalated to the Housing [email protected] 49% to have60% a door closer installed. This was Ombudsman. The Housing Ombudsman Mahdi Pour Nezami Feedback Housing Ombudsman decisionsEmail: 2015/16:1 subsequently checked to ensure that it was found that there was no maladministration 0300 1234 500 (option 2) We would really like to get your feedback on Phone: 1 working properly. The tenant remained in our handling of this as the noise was not The number of fire risk this report. If you have any Maladministrationcomments please 3 1,473 Write to: dissatisfied with our response and the assessmentsunreasonable. carried We had out also acted promptly Have we met contact us. Partial maladministration 1 both to investigate the problem and to tryTarget to Julie Quinn [email protected] Homes and Communities Agency our target? Service failure address it. Email: 7th floor,Pathways Maple House2 61% 85% Fire risks assessments completed 020 3815 0010 Partial service failure 149 Court9 Rd, London, W1T 7BN 100% 100% Phone: homesandcommunities.co.uk/ourwork/regulatory-framework as a % of those due Reasonable redress Website: 1 John Sullivan Write to: No maladministration Involvement team Notting Hill Housing Local resolution Bruce Kenrick House 2 Killick Street, London, N1 9FL

Poetic portraits Never Leaving Annual Resident Awesome An arts initiative for People Standards involvement autumn Autumn people living with A charity with an Report Highlights of our A round-up of 2016 dementia inspirational story Special supplement 2015/16 report seasonal highlights in the capital

p4 p5 pull out p10 p12 2 The Resident • September 2016 • autumn issue

News

Contributors NHH staff

Justin Pearce-Neudorf Designer

Ruth Garner Editor

Fancy writing for this paper? We have a dedicated team of residents working with the editorial team to Sensory spaces generate articles to inform, help Throughout the summer hard,” said NHH’s Verlyn Innocent. “It and entertain our readers. We are months, NHH’s volunteer was so rewarding to see that through our particularly keen to hear from young efforts so much of the land in a seriously people to ensure our paper is relevant programme carries out overgrown garden was now free of and interesting for all of our residents. various gardening projects weeds.” Working with us will enable you to gain with corporate partners to new skills and build up your CV, as well A huge thank you to our Rackspace as ensuring your views are heard. We are support our residents. volunteers for their hard work, and an official news publication and you will NHH’s staff, along with green-fingered Wendy and Certitude for being such receive a certificate of work. volunteers from charity Certitude and wonderful hosts, providing a gazebo and Contact the Involvement team on corporate partners Rackspace, have been refreshments for those working on the 020 3815 0010 or working hard to create a sensory garden garden in high temperatures. [email protected] for residents with learning disabilities in . This garden is being created at 14 Key contacts Queen’s Road in , one of our agency-managed properties supporting Gas issues five people with learning disabilities. It was Hammersmith and Fulham: BSW inspired by Wendy Jackman Smith from 0800 953 1229 the scheme’s care providers Certitude, a and Chelsea: BSW charity providing support for people with 0800 953 1229 learning disabilities, autism and mental All other areas: K&T health needs. 020 8357 4595 As none of the residents speak, the Smell gas? 0800 111 999 garden – which will feature an array of plants, foliage and flowers – is intended as Repairs a way to stimulate and engage the senses. NHH repairs (out of hours) “Residents love to use the garden, and get 0845 603 0714 great pleasure from touching and smelling Advice plants”, explained Wendy. London Plus Credit Union We got through 36 bottles of water 020 7471 2620 between us as temperatures soared, and Money Advice Service made a fantastic start to clearing high 0300 500 5000 weeds and plants from the back of garden Citizens Advice which will eventually become a sensory 0344 411 1444 garden in 2017. “Everyone worked so The Resident • September 2016 • autumn issue 3

News

NHH at NHH provides mentoring Pride in for RESCO’s employment programme London NHH is working in partnership with RESCO – an organisation which We joined forces with nine supports local businesses to bring about positive change in their other housing associations communities – to help break the cycle of long-term unemployment, for the annual Pride in and support people through their journey into work. London parade this summer Based in west London, the to celebrate diversity of staff employment programme provides and residents. participants with the opportunity to work three days a week over a 16-week period in one of their enterprises and 65% of graduates go into employment having completed the programme. Participants mentee had been out of work for a can access: number of years and as English isn’t her • Work experience in a fast-paced first language, found it difficult to even business, giving participants shortlist jobs to apply for. I am so happy to renewed confidence, relevant skills say that she has now found a job and I’m and a good reference honoured to have been the first person • A unique combination of accredited she called to say she had been successful. and life skills training to develop I’ve seen first hand the work that RESCO a positive mindset and industry- do to help people back in to employment specific skills and the difference they make to people’s • Tailored one-to-one support such lives.” as weekly mentoring, IT support, Sarah Hill, RESCO’s Director of literacy and mock interviews Employability and Training, said: “Resco Houseproud – which aims to attract Staff at NHH have been providing is thankful to NHH for their partnership and support a more diverse workforce mentoring support for course in the valuable work of dismantling into housing, and ensure best practice is participants. Liz Brodie, NHH Regional poverty and seeing people equipped for in place for LGBT customers and service Co-ordinator, recently completed a employment. Mentoring is key to the users – had an open-top double decker course of mentoring and was a key factor success of the programme.” bus for the event on 23 June. Along with in her mentee finding a job. RESCO are looking for mentors and raising awareness of LGBT issues, our “Being a mentor has been a really employment programme participants at involvement marked a commitment to great experience,” said Liz. “Once you their furniture business in . For support staff and customers to have the get to know your mentee and build further details, email [email protected] freedom to be themselves. a relationship it’s so rewarding. My or visit www.resco.co.uk. Kate Davies, NHH’s Chief Executive, said: “I am thrilled that NHH joined peers from across the sector at Pride in London. At the heart of everything we do is a belief and commitment to creating genuinely inclusive workplaces and communities, where everyone can be themselves.” Pride in London, now in its forty third year, paused to remember the victims of the attack at a gay club in Orlando in June, while for the first time the Red Arrows performed a flypast and the rainbow flag flew at the Houses of Parliament. 4 The Resident • September 2016 • autumn issue

Feature

Poet Di Sherlock and resident Arthur ©Lucy Warren Arthur’s pot A set of spots, indelible blue, face their maker like bright fingerprints. The other side remains untouched, unseen. “The pot is half finished!” they protest. But it’s conceptual.

He doesn’t like doing things half- cocked. Knows all the top show songs, But, Poetic despite the petitions of the table, won’t sing unaccompanied and unrehearsed. portraits “I don’t want to die a death,” he says with a grin.

He understands death, Residents of Elgin Close, Shepherd’s Bush, recently took loss part in Arts’ Resonate programme, which the empty space, delivers innovative arts projects and interventions for people resists the urge that others have to fill it in. living with dementia across the boroughs of Westminster, The pot sits Kensington and Chelsea, and Hammersmith and Fulham. replete Lucy Warren, Resonate Projects Co-ordinator, tells us more. in its un-wholeness.

Over a tea party at Elgin Close, residents Resonate programme. A theatre and opera painted ceramic pots and planted them writer, her first book of poetry – Come with their favourite flowering seeds, while into the Garden – tells her family’s journey poet Di Sherlock listened to residents’ through her late mother’s dementia and Bernadette’s pot stories and observed their artistic father’s cancer. The pink rim sits creations to inspire her to write a poem for The initiative was discussed at a on the orange base each participant. Wellcome Collection Open Platform perfect At a celebration tea party a month later, Event, which showcased innovative ways as a Jane Austin heroine. the poems were individually presented working with the arts and people living to residents and read aloud to the group, with dementia as part of Creativity and The pot is a model of artistic economy, which prompted fresh conversation Wellbeing Week – an annual London no frills. and memories. The group reading also festival of arts and health. Round the table the application spontaneously encouraged singing from Elgin residents’ poems will be featured of spots, stripes and swirls the participants, including a wonderful alongside others in a Memory Poems continues with gusto. solo! Participants were presented with a anthology due to be published later card printed with their own poem and a this year. To order a copy, or for further She rests her hands in her lap, photograph of their pot to take home. information, please contact Lucy on 020 simply Di developed the concept of “written 7321 2702. no need to embellish. portraits” to celebrate and reflect stories www.westminsterarts.org.uk/pages/ But shared in conversation as part of the resonate had there been a tube of yellow, it might have been a different story. The Resident • September 2016 • autumn issue 5

Feature Never Leaving People NHH resident Rick Advani (pictured “While selling the magazine in Covent far right) overcame homelessness Garden I was featured in a short YouTube and addiction, and is now the film, which opened up the door to founder and company director of employment. I was fortunate and able to Never Leaving People – a grass gain support and through intense self- roots organisation providing analysis, understand what had led me tailored, one-to-one support for down the negative path I’d found myself a range of social issues including on. Despite this turnaround, I realised that homelessness, resettlement and there are plenty of others not so fortunate. benefits advice. They provide advice I couldn’t forget them.” and sign-posting, guiding people to Having reflected on the support he appropriate services, and supporting received, Rick highlights the importance them each step of the way. of talking therapies. With this in mind Established two years ago and managed he is now studying for a degree in from founder Rick’s studio flat in south- The organisation is predominantly psychology and he hopes this will benefit west London, the organisation is entirely London focused, but the team has now both his personal growth and that of the reliant on the support of a small team of supported individuals from as far as Essex organisation. volunteers and the local community. and Kent. Although small, Never Leaving Find out more at www. Never Leaving People has been able to People continues to grow; over the last neverleavingpeople.co.uk or by calling successfully support individuals through two years they have been able to provide 0207 1015 091. apprenticeship schemes and into paid one-to-one support and guidance to 67 employment. By encouraging adult individuals, and have reached a further learning, they have been able to improve 171 people this year through awareness- the IT skills of older jobseekers, widening raising initiatives. their opportunities. They’ve also helped “It’s a support service born off the back people to find new homes and secure of personal experiences as an ex-addict sustainable tenancies. and homeless Big Issue seller,” says Rick.

Growing plants and communities at Strawbridge Court Residents at NHH’s Strawbridge Court in north London have been working hard to improve their communal and unused spaces for the benefit of everyone that lives there, the local community and wildlife. This small but superb garden is the fruit of their labour, as resident Gus Alston explains. “The garden is basically a strip of land, but it gets good light – we want it to be upwards, making raised beds from there. Chalk drawing on the tarmac as nice as it can be. We’re on the site of recycled scaffold boards bought locally. is another favourite activity. We an old petrol station, so grow plants for “NHH has been really supportive are retrospectively redesigning our wildlife rather than food, as the ground of us improving the space on our communal space in order to provide a may still be contaminated. Also, the estate for the benefit of all residents. better quality of life for residents in this soil is poor quality and not deep for There are lots of toddlers on the very built up urban area, plus provide many plants, so we have been building estate, and they now all play out our own little wildlife haven.” 6 The Resident • September 2016 • autumn issue

Feature

Celebrating later life

NHH will be celebrating our older residents and the staff who work with them as part of our Older People’s Week in October. As well as a host of activities at our extra care schemes, we’ll be telling some of our older residents’ stories and hosting a conference at the end of the month to look at how we can provide outstanding housing for an ageing population. Older People’s We caught up with a couple Saturday 1 October marks the United of residents living at Cheviot Nations International Day of Older Week activities Gardens, our new-build Persons, celebrated in the UK as Older If you live in one of our extra care mixed-tenure development People’s Day – a national event organised schemes, keep an eye out for the special available exclusively to by Age Action Alliance. To coincide, activities being planned for the week. people aged 55 and over, our week runs from Monday 3 to Friday Events include singing, baking, tai chi and aimed at maximising 7 October, as well as a special half-day bowls, and we’re encouraging our staff to independence and wellbeing. conference at the end of the month. take the opportunity to come and visit, so Statistics from the 2011 Census tell us please join in if you can. Based in the borough of that more than nine million residents in We also plan to run a series of stories , Cheviot Gardens and Wales were aged 65 and over, on our website about some of our older offers a mix of Older Person’s an increase of almost one million since residents during the week. Watch out for Shared Ownership (OPSO) 2001. And the numbers are set to rise due these at www.nhhg.org.uk. and affordable rent homes. to a combination of better life expectancy Finally, at the end of October, we’re and the big group of post-war ‘baby hosting a half-day conference for housing Crispin’s story boomers’ reaching later life. Supporting professionals who commission or provide Retired micro- this growing segment of society provides older people’s accommodation and related biologist Crispin opportunities and challenges on many services, where we hope to generate some Nondo, 72, says fronts, including for housing providers. lively discussion at the same time as he’s enjoying sharing innovative ideas and best practice. the freedom of independence of his new home at NHH’s services for older people Cheviot Gardens, NHH provides a range of services for older people. These include: Lambeth. Crispin, • Homes that are tailored for residents older than 55 years who want to live originally from Uganda, has spent his life independently, but without the worries that often come with owning and working examining bacteria and viruses maintaining a home (also known as sheltered housing) for the World Health Organisation, which • Extra care schemes, which provide homes along with flexible care and gave him the chance to work in a number support packages of countries around the world, until his • Two community hubs offering activities both for residents and older people recent retirement. from the local area “I always enjoyed my job,” Crispin says. • Shared ownership schemes especially for the over-55s “The best thing about it was seeing so If you are interested in finding out more about our services, visitwww.nhhg.org.uk. many cultures and different countries.” He moved from Uganda to the UK The Resident • September 2016 • autumn issue 7

full time in 1986. “I was alone when I Esther’s story In 1965, after her husband passed away moved here, but this is where I made my Spritely and her sister moved to England with her family. I got married and we had two 95-year-old nine children, Esther moved here with her children.” Work and studies took Crispin Esther Brabrook father. Family ties remain close. to Scotland and Wales before he settled says making She went into the civil service as an in , where he later joined the most of her accountant until her retirement at 60. the Education Institute based at King’s retirement and “I wanted to keep busy so I also went College. keeping active has to the Citizens’ Advice Bureau to discuss “I was also a drummer in a group been the secret to volunteering, and started visiting elderly performing music for African plays, feeling young. people in their homes – just going around mainly Nigerian and east African. We’d go Esther moved and having a chat. I did that for a few years to colleges and perform. There were lots of into a large, one-bedroom flat in Cheviot and then started doing similar voluntary us in the group and it was fun. Gardens, Lambeth, two months ago work with my church.” “I also liked to cycle and swim, and where she can live independently but Esther is really enjoying her new home used to do both whenever I had the knows support is at hand. and hopes that more of her neighbours opportunity.” Independence has always been will get involved in activities to create a Crispin moved into his new one- important to Esther: she spent her youth in community spirit there: “We have a lounge, bedroom flat two months ago. Burma where she taught maths from the cafe and garden, so hopefully more people “I really like it here. The best thing early 1940s to 1965, and was evacuated to will start to join in because the staff here are about it is the freedom I have; I’m more India during the war (1942–1947) where very good.” independent than I was before. I used to she continued to teach. During this time, live in council accommodation and didn’t she also discovered her lifelong love of have as much freedom to come and go as travelling, visiting Singapore, Thailand and I do here.” Sri Lanka.

Standing Together – a call for volunteers

We are looking for volunteers Groups have been running since opportunity for anyone who would like to support Standing Together – a February 2016 at two extra care services to explore a career in mental health, learn pioneering three-year project run by the in west and central London. This how to facilitate a group or alternatively Mental Health Foundation in partnership September, additional groups started use skills from previous roles. You will with NHH and funded by the Big Lottery. in (), West receive support and training from the The initiative facilitates weekly peer Norwood (Lambeth) and Mildmay Park Mental Health Foundation and NHH. support groups for our older residents (). They are proving a great To volunteer on the project you will living in extra care schemes who may success, with residents and staff giving need to: have memory problems, mental health positive feedback. • Commit to six months of issues, a learning disability, or who are Jodie Goodman, Manager and Lead volunteering lonely and not well connected with the Facilitator from the Mental Health • Give two daytime hours of your rest of their community. Foundation, says: “It’s such a privilege time Each group runs for six months and to hear stories from people’s lives, from • Enjoy spending time with people thereafter is sustained with support a romance session where a participant • Be a good listener with excellent from staff and volunteer teams. shared the memory of a first kiss to communication skills Through activities and conversation, the marriage of a sibling, which was • Attend monthly support sessions sessions enable participants to be someone’s role model in love. I would with other volunteers listened to and develop relationships. like to emphasis what a pleasure the To find out more about the project, Members own their group, setting groups we are running with NHH are.” contact Jolie Goodman (j.goodman@ ground rules and, with support, Volunteering – what’s involved? mentalhealth.org.uk) or to offer your generating themes explored in the time as a volunteer, contact Mandy Volunteering on the Standing sessions. Worster ([email protected]). Together scheme is an excellent 8 The Resident • September 2016 • autumn issue

Feature The big picture The news agenda moved fast earlier this summer, with the unexpected vote to leave the European Union – which most people refer to as Brexit – and the consequent leadership changes in government. But what does it all mean for NHH and will it affect your homes or the services you receive from us? Group Director of Finance Paul Phillips tells us more.

– we could afford to take a significant fall What are the implications of the summer edition of The Resident. We’ll in income and continue to break even. Brexit for NHH? let you know when there’s more clarity on And we have significant funds available these topics, but we don’t anticipate any For now, our work will continue as usual to tide us over shocks. External influences immediate change. The NHF has also and there will be no immediate change. As such as falling interest rates work in our been building relationships with the new shown in our recently published Financial favour, making borrowing cheaper in government housing team to ensure that Statements for 2015/16, NHH is in a strong future, and the bond market, from which our voice continues to be heard. financial position and is financially we get most of our borrowing, remains resilient, so there is no imminent cause What are the risks for NHH? open. It’s also worth remembering for alarm. We started to assess both the that falling values make housing more The biggest risk is around sales, short- and long-term consequences for accessible to lower-income buyers, so especially for our more expensive NHH as soon as the referendum result there could be a benefit to the people who developments. All the money we make was announced. For example, we are make up our core sales market. on outright sales or shared ownership reviewing our development and business The Financial Statements for 2016/17 are schemes is ploughed back into funding plan to reduce risk and protect our available on our website at www.nhhg.org. homes for lower-income Londoners, so business and the people we house and uk/investors. employ. Whatever changes we might need it’s important that we sell at the levels we to make, our priority will be to keep you, as planned. It’s too soon to say whether the If you have any questions you’d well as our staff, informed, involved and slight reduction in outright sales since like the Executive Board to answer supported. the referendum is a direct consequence in future editions of The Resident, of the result or the usual summer slow- please send them to involvement@ What will happen to the previous down. Shared ownership sales have held nhhg.org.uk. government’s housing policies? up so far. The National Housing Federation (NHF), How is NHH responding to the which represents housing associations challenges presented by Brexit? and works with the government on behalf of the sector, is working to get certainty on Our finance team regularly reviews our initiatives such as Right to Buy, Pay to Stay financial projections to assess potential and starter homes, which we covered in risks, and current projections look positive

Maintenance update • Set your programmer to turn the heating on for 10 minutes and Is your home ready for winter? then off again • Bleed any radiators that require it Now is a good time to check that your heating system is working properly ready for the winter. If it isn’t, your gas contractor can arrange If there are any problems, please contact your gas contractor on the for it to be repaired before the cold weather sets in, ensuring that you relevant number below and they will arrange a convenient time to visit and your family keep warm during the winter months. to resolve these for you. Don’t wait until it’s too late! All you have to do is: BSW Heating – 0800 953 1229/02087635333 (Hammersmith & Fulham/Kensington & Chelsea) • Turn your heating system on, check that your radiators are all K&T Heating – 0208 357 4595 (all other areas) warming up and don’t have any cold spots The Resident • September 2016 • autumn issue 9

Your patch

Ask the expert Rental Exchange explained Graham Rice, Performance & Insight Manager

NHH believes tenants should get Q Does this apply to everyone? Q When can I expect to see my recognition for paying their rent, Not quite everyone. It doesn’t apply credit rating start to change? the same way people who pay their A to our customers in extra care, those A Not quite yet! We’re doing lots of mortgage do. So we’ve teamed up who live in housing co-operatives where work behind the scenes at the with Big Issue Invest and credit NHH owns the property, or anyone who moment to make sure that everything reference agency Experian to bring pays their rent to someone other than works properly and to make sure that the you an exciting new scheme – Rental NHH. Letters have been sent to everyone whole process can be done automatically. Exchange. Graham tells us more. who is to be included in the scheme Once we’re happy with this – we’re Q What is Rental Exchange? and our newer residents will have had aiming to complete this by the end of information about this when they signed September – your information will go A Being part of Rental Exchange their tenancy. into the Rental Exchange for the first time. means that paying your rent on time Once this information is in the exchange, helps to improve your credit score – just What happens if I don’t keep Q up with my rent? Experian will start to build up a picture like paying your electricity, phone or other of your payments over time so it could bills. Improving your credit score can be Under Rental Exchange your rent A be six–12 months before you see any helpful if you want to: payments and balance will be taken significant change in your credit score. • Open a new bank account into account when calculating your • Get a new credit card Experian credit score. In simple terms – if Q Do I need to do anything • Have a loan application approved you keep up with your rent your credit else? • Shop online score will go up. If you don’t pay your rent No. If you’ve got any further • Arrange a better utilities tariff, or your credit score will go down. A questions or concerns, please email qualify to pay for gas/electricity via a us at [email protected]. non-prepay tariff • Receive better mobile phone rates • Apply for a mortgage

Maintenance update

Annual gas safety checks Your annual gas safety check is essential to keep you, your family, If you fail to provide access, you are in breach of the terms of your visitors and other members of the public safe. Faulty gas systems your tenancy and the law. cause carbon monoxide poisoning, gas explosions and even death. The check is free of charge to NHH tenants. Please ensure you Over the past 10 years in the UK, there have been more than 300 provide access when your contractor contacts you to arrange an deaths resulting from carbon monoxide poisoning and gas explosions. appointment. 10 The Resident • September 2016 • autumn issue

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Resident Involvement Report 2015/16 highlights Celebrating five years Making sure we listen to residents so of LSPs! that we provide the services they need is In July, we held an end-of-year vital to NHH, and our involved residents evaluation event for all of our Local What are we good at? Tell us! are key to achieving this. We have Scrutiny Panel (LSP) members to get more than 400 involved residents, from In our spring issue we outlined our most together and reflect on the previous year Resident Monitors and Local Scrutiny frequent complaints and what we were of scrutiny, as well as to discuss some of Panel (LSP) members, to those who attend doing to address them. However it’s just the current challenges in housing. focus groups, training courses and other as important you let us know when things Group Director of Housing Mark activities. are working well – it can have a really Vaughan discussed recent political Many involved residents have also positive impact on our teams and helps us changes and what they mean for NHH. told us it has improved their skills in continue to do the good things that make LSP members also had the opportunity to a number of areas including public a difference to our services. ask questions about what NHH is doing to speaking, listening, campaigning, as well Have you had a good experience with plan for challenges and uncertainties that as developing their self-confidence. Being your housing officer or a member of staff? lie ahead. involved has also helped them to feel Has someone gone over and above what Resident Board member Linde Carr also better connected to their communities. is expected and you’d like to say thanks? If spoke about her work lobbying the House To find out more about the make-up of so, please get in touch: of Lords on aspects of the Housing Bill. our involved residents, LSP successes over [email protected] LSP chairs also gave an overview of each the past year, and how other panels, such www.nhhg.org.uk/contact-us panel’s great work and achievements over as equality, diversity and inclusion, and the past year and there was opportunity value for money, have played their part “You have been very fair, to discuss what good scrutiny means, and in improving our work, see the full report what practical steps can be taken to get to courteous and always there online. that vision moving forward. for all residents. Thank you “It is a real privilege being for your work and effort.” on the scrutiny panel alongside other dedicated “Thank you for all the residents, working closely energy and support you with NHH staff. I feel I have gave to ensure that the developed the confidence electricity supply to our and skills needed to reach block was restored as soon as possible.” out to other people who The following film, made by staff and residents, celebrates the anniversary might need help and “I would like to thank guidance, and I’m very and showcases the great work that LSPs do: www.youtube.com/ you for all your hard work grateful for that.” watch?v=ySNSrMLexEE. since you took over our Stephen Johnson, LSP Chair, To find out how you can get involved, development. The residents Kensington & Chelsea and Westminster contact the Involvement team: [email protected] have really noticed the 0203 815 0010. difference and appreciate your positive attitude!” The Resident • September 2016 • autumn issue 11

Your patch

Reduction to the benefit cap The benefit cap restricts the total Ask for an advance payment if amount of benefit a household can Current benefit cap you claim Universal Credit receive. Later this year the government The government is introducing a new will reduce the cap from £500 to £442 per benefit for working age people – Universal week for lone parents and couples with Credit. It is being introduced slowly, but in or without children, and from £350 to Weekly £500 £500 £350 some areas you may be asked to claim it £296 per week for single people without Monthly £2167 £2167 £1517 instead of an existing benefit. children. When you claim Universal Credit you You could be affected if the total amount will have to wait between five and six you receive in benefits is more than the weeks for your first payment. cap. You won’t be affected if: New benefit cap If you don’t think you’ll have enough • You are above pension age money to live on during this time, you • You are working (you need to be can ask for an advance payment and claiming Working Tax Credit or if you will receive some of your Universal you are claiming Universal Credit, Weekly £442 £442 £296 Credit sooner. An advance payment earning more than £430 per month) Monthly £1915 £1915 £1283 is a loan, which you will have to pay • You, or someone in your household, back. Repayments will be automatically is receiving Personal Independence deducted from your next few Universal Payment, Disability Living Contact your housing officer if you need Credit payments. Allowance, the support component more information. You can either ask for an advance of Employment and Support payment at your interview in the jobcentre Allowance, Carer’s Allowance, or you can call Universal Credit on 0345 Guardian’s Allowance or Attendance 600 0723. Allowance

Have you been a Mutual exchange victim of hate crime or of the quarter antisocial behaviour? Hate crime and antisocial behaviour Mr and Mrs Cassule would like to can have a devastating impact on present their two-bedroom, second people’s lives. It can cause distress and floor flat in . Located in a quiet affect the quality of your life, especially development comprising three blocks if continued over a long period of time. of 12 flats, the property has been kept Whatever you are going through, to a very high standard with neutral Victim Support can help. They provide decorations. The property comes with no information, emotional and practical parking restrictions. Good local schools support which is independent, free, are within walking distance and the flat confidential and non-judgemental. is close to great transport links – Hendon If you live in Kensington and Central and (northern line) are Chelsea and are experiencing hate both approximately 10 minutes’ walk away crime or antisocial behaviour, please or three stops on the bus, and the north contact Sian, the local Victim Support circular is nearby. In return, the couple champion: are looking for a three- or four-bedroom 020 7244 2550 property in north or north-west London. [email protected] If you are interested and would like to If you live in other London areas, find out more, contact Housing Officer contact the Victim Supportline: Leonie Bartlett. 0808 168 9111 020 3815 0760 www.victimsupport.org.uk [email protected] 12 The Resident • September 2016 • autumn issue

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Awesome autumn Mists and mellow • Park – Enjoy a colourful fruitfulness: autumn in show set to music, a huge bonfire, London is all about long food stall and family fun. The gates walks spent crunching open at 6pm with fireworks at 8.10pm. No entry is allowed after through London parks, and 8pm. enjoying some seasonal • Blackheath Fireworks – This free festivities and events. Here event attracts thousands of people are some of the best. every year, though donations towards running costs are appreciated. Autumn walks • Crystal Palace Park – The traditional Slap bang in the middle of the city, double bill returns, with a child- Hyde Park is 350 acres of open space with friendly show at 7pm, which is no less more than 4,000 trees. Walk along the Halloween magical but with less bangs, before Serpentine with paths lined with beeches, If you’re in the mood to get spooked this the main event at 8.30pm. limes and chestnut trees, while if you feel a Halloween – and avoid the trick or treaters • Harrow Fireworks Display – You bit more energetic, the park is also popular – there are a series of creepy walks around can really make a day of it at Byron for swimmers, cyclists and skaters. There London that you can enjoy on a budget. Recreation Ground with gates are also pitches for team games, tennis London Walks (www.walks.com) hold opening at noon, with free entry until courts and children’s playgrounds. spooky Ghost tours around London every 4pm. The space-themed event will For those in north London, look no day of the week for £10 per person (£8 include a funfair, bar, world food, a further than Heath, which has concessions, free for children). DJ and, from 7.30pm, the display set some of the best and highest views across You can take The West End Ghost to music from out of this world. London from Parliament Hill and includes Walk on Monday and Thursday from Lord Mayor’s Show a year-round lido, swimming ponds, Embankment, Ghosts of the Old City from splash pools, an athletics ground and Every year, the Lord Mayor parades from St Paul’s tube on Tuesday and Saturday, Mansion House to the Royal Courts while playgrounds. The ancient woodland has Ghosts, Gaslights and Guinness from oaks at one end, through to maples and up to half a million people line the streets on Wednesday, and Haunted for the occasion. The ancient pageant has rare wild service trees at the other. London from Monument on Friday and The Royal Park at spans 183 roots dating from 1215, and hasn’t missed Sunday. They all start at 7.30pm. a year since 1852. acres and dates back to Roman times. It In addition, there is a daily Jack the was enclosed in 1433, while some of the Ripper Walk, which leaves Tower Hill trees date back to 1600, with avenues of station at 7.30pm, along with a 3pm 400-year-old Spanish sweet chestnuts. Saturday matinee. Starting at the border Greenwich Park also hosts the Prime between Scotland Yard territory and City Meridian Line and Royal Observatory, of London Police’s patch – a conflict that National Maritime Museum, Old Royal helped the Ripper slip through the net – Naval College, and offers views across the the tour takes you around the sites at the Thames to St Paul’s Cathedral. heart of the mystery, before finishing near The day (12 November) starts with a the famous Ten Bells pub. flotilla on the Thames at 9am, before a Bonfire Night three-and-a-half mile procession starting Every year there are a host of bonfires at 11am and lasting until around 2.30pm. and displays across the capital for families Last year involved 7,000 participants, 20 to enjoy, and with 5 November falling on a bands, 150 horses as well as hundreds of Saturday, the night should be extra special. carriages, carts and unusual vehicles. • Alexandra Palace – Enjoy two days From 3pm there are a host of fascinating, of fireworks on 4 and 5 November easy and free guided walks around the among an expected 50,000 visitors, before the day is rounded with fireworks, a laser show and off at 5.15pm with a magnificent firework family activities. display over the Thames.