ISSUE 5 WINTER 2020

KEEPING YOU INFORMED

A 100th birthday is cause for major celebrations! pg 30

Want to help Stop the improve your local Clock area? Get involved pg 4 today! pg 11 Welcome OUR 2020 from Carl Byrne PARTNERS Group director of housing Contents SEE PAGE 8

i, and Merry Christmas from everyone at Notting HHill Genesis. I know this festive period will feel P4 NEWS different but we wish you and your family well and hope you have a safe and enjoyable break. P11 GETTING INVOLVED The year has been remarkable and difficult for everyone but we have been listening to the views of our ANNUAL STANDARDS REPORT residents and I am positive that we’re making progress. The year has P13 Find out how we’re doing by reading our Annual been remarkable YOU AND YOUR HOME Standards Report (see pages 13-20). and difficult for P21 One of the big benefits residents have enjoyed this everyone but Your feedback – how to make a year has been the ability to self-serve using our My P25 IN YOUR COMMUNITY P6 complaint or give praise we have been Account platform. It allows you to access our services when you want listening to the and where you want, whether from home or on the views of our move using a mobile phone or tablet, or even from residents and I work on a desktop computer. am positive that You can make payments, view your rent account, we’re making Keep your home running report and track repairs, give feedback and get in touch P21 smoothly this winter with your housing officer. It’s also the best way to raise progress. requests or make enquiries while we’re closed over the Find out how Christmas period (see page 5). we’re doing My Account is already proving very popular. See page by reading 7 for a review by one of our residents, Olivia. our Annual Registering for My Account is easy. See the back page Standards A day in the life of … of this edition to find out how, so you too can enjoy the P22 a community caretaker benefits of self-serve. If you do have problems signing Report up, your housing officer will be able to help you. (see pages 13-20) Finally, please remember that our offices will be closed over Christmas and New Year. Using My Account will be the easiest way to reach us during that time.

Take care and we wish you a happy 2021. Housing Ombudsman – new code Singer Dan raises smiles at P10 of complaint handling P28 Mildmays 3 NEWS Look after your drains and prevent awkward emergencies See page 21

NEWS Holiday hampers bring festive cheer More than 1,200 Notting Hill Genesis staff attended a special to our vulnerable residents virtual Stop the Clock conference focused on diversity, For several years the from individuals or Thanks to their including the Black Lives Matter movement, in October. women’s volunteer organisations. As hard work, this year organisation Junior the festive season we’ve been able to The event allowed colleagues to League of London has approaches, a team dispatch join external speakers to discuss a been working with us to of 80 put together wide range of topics around racial deliver holiday hampers packages of soft foods 387 hampers equality. This is an important part of to some of our most such as biscuits, canned of seasonal delights, our culture as an organisation and vulnerable residents in goods, toiletries and mostly to residents will help us better understand the time for Christmas. even winter warmers in our extra care experiences of our BAME colleagues The volunteers raise like scarves or gloves and sheltered and residents. funds by appealing into hampers and pass accommodation schemes. Talks on the day included for donations them on to us. “Reframing Stereotypes and The conference will inform what Archetypes”, “The Power of we do as an organisation to support Networks” and “How to be an and educate our staff, as well as Opening hours over Christmas Active Ally”. better understand how our services Wasiu Fadahunsi, director-level impact different groups of residents Our offices will close at 1pm on • Contact your local officer directly lead for improving diversity, said: “It and give them the opportunity to Thursday 24 December and reopen • And much more! was great to see that creating a truly input into our initiatives in this area. on Monday 4 January. inclusive and equal work culture is We will continue to work closely If you need an urgent repair while If you report a non-emergency important to our staff at all levels. with our BAME staff network we’re closed, please contact your repair, you will be contacted by our We welcomed many inspirational and have signed a pledge with local officer on their usual 020 contractor partners in the new year and uplifting speakers and I thank our partners in the G15 group of number and you will be diverted to to book in an appointment at a time them all. housing associations to ensure our customer service centre. that suits you, while your local officer “But this is just the start; we are our organisation reflects the If you have a non-urgent enquiry, will pick up any other enquiries on committed to working together communities we work in when it your My Account customer portal their return to work in January. over the coming weeks, months comes to diversity, especially at allows you to manage your account If you don’t have access to the and beyond to learn from, senior management, leadership and online 24/7, 365 days a year where internet, our customer service educate and challenge each other board level. you can: centre will be open to help with about discrimination faced by • Report non-emergency repairs routine enquiries between Tuesday many colleagues whether at work • Make payments 29 December and Thursday 31 or outside.” • Check your balance December.

4 www.nhg.org.uk / Winter 2020 5 6 NEWS www.nhg.org.uk How tomakeacomplaint or give praise Your feedback a complaint? What happens when Imake officer by phone, letter or email. but you contact can also your local easiest being through My Account are various ways you can do so, the unhappy for whatever reason. There wish to make acomplaint if you’re however understand that you may received has great. been We do you if you think the service you’ve we love can and we’d to hear from We to try provide the service best and state that you wish to escalate 20 days of receiving the response responded to the complaint within please contact the person who of your complaint at stage one, If you’re unhappy with the outcome Stage two language. translated into apreferred form or likeyou’d our written response to be 10 working days. Let us know if response to your complaint within will followed be by aformal written acknowledge your complaint. This you within working two days to manager. They will aim to contact officer, it will dealt be by their line complaint is about the housing by your housing officer. If your Your complaint will handled be Stage one

them agreat boost. work has noted been would give acknowledgement that their hard to accept or hospitality gifts so this Praise My Account –Complaints and contacting them directly or through please leave them feedback either by officer has doing been agreat job, unavailable. If you think your housing members as local services became caringand responsibilities for family some even taking on educating Covid-19, working from home, additional safety precautions around many have had to get used to challenging circumstances when worked hard very this year, often in of our mission. have Our staff who look after them is at the heart residents and the housing officers between relationships good Building Positive feedback contact with you during this time. 20 working days and will keep in your complaint stage two within Weindependent pool. aim to review it reviewed by aresident from an you have also the option of having involved in the original decision and by member who wasn’t astaff why. Your complaint will reviewed be your complaint, giving the reasons feature. are Our staff unable speak to anyone. I don’t need to hours because office outside it’s suits even me if slot that time a find book arepair and and allows to me to use easy really “ is under one umbrella. to Ineed everything do to self-serve where like having the option really I available and since it first became using the system ever day. account at any time of and review her rent immediately repairs being able to book already benefited from in Kensington, has Olivia, has spoken about her experience. services when they want, where they want and how they want, and one tenant Our My Account service is already helping thousands of residents access our See page 10 page See code of complaint handling Housing new – Ombudsman The systemThe is She said: “I’ve been a resident’s view My Account– who lives who ” repair tricky, can be so right category for your “Sometimes finding the the system, adding: can do to enhance advice on what we reallybeen useful.” don’t forget avisit has text so I messages receivingAnd reminder before they even arrive. exactly what is needed the operatives know seems to have helped the issue and that to upload photos of system allows me arrange arepair the I have to needed device. have to apersonal be computers –it doesn’t as well as desktop phones and tablets, usedbe on mobile She also hasShe also some “When added: Olivia systemThe can nhg.org.uk. email up. To find out more, sign residents other Account and helping improvements to My making involved in you if like you’d to get We’d love to hear from officer.housing toor speak your residents/my-account www.nhg.org.uk/ visit please Olivia, the benefits same as Account enjoy and To sign up for My possible. as friendly system is as resident- in future to ensure the we will working be on improved.” I would like to see that That is something something is That involvement@ / Winter 2020 Winter /

NEWS 7 NEWS Our 2020 partners

Our resident support team works with local and national partners to Settle supports new Green Doctor advisers Connect Well by offer support to anyone living in our homes. This partnership network tenants aged 25 and will discuss the best Living Well provides has proved more important than ever during a difficult year. under to settle into energy deals open free online and phone NEWS Here is a reminder of organisations that can help you and how you their new home. to you and where support for members can contact them. They work particularly possible help you of BAME, HIV+ and with those who apply for grants for LGBT communities are vulnerable or energy and/or water who are aged 18+ and marginalised and may debt. They can also live in London. Go to benefit from dedicated refer you to extra www.livingwellcic. GoodGym deliver Ingeus offer London Plus Credit support and advice on support if needed. The com/signup/ to access small, free food parcels employment support Union helps our grants, employment, service is for London a range of services up to a value of £20 for residents who’ve residents build budgeting, debt residents who are on including counselling, to residents over been unemployed financial resilience and management and a low income, have life coaching, the age of 60 who for at least two years manage their budgets. anything else the young a long-term health hypnotherapy and are vulnerable, self- and are aged 18+. You They promote an person may need condition or disability, wellbeing workshops. isolating or unable to must meet certain ethos of saving but to help sustain their have children under go out due to their age criteria to be eligible also accept that people tenancy. London only. five or who are over or ill health. Please ask and live in one of the may need to turn to Visit www.nhg.org. 65. www.nhg.org.uk/ Employment your housing officer 12 central London credit to meet key uk/residents/support- residents/support- and training if you wish to be boroughs. Email costs throughout the services/resources/ services/resources/ e-newsletter referred. tenancysupport@ year. To find out more, settle/ to self-refer. green-doctors/ nhg.org.uk to find out call them on 020 7471 more. 2620 or visit www. To receive londonpluscu.co.uk. regular updates The Warm Homes about our Fund in partnership Settled helps EU nationals Money A+E is an partners and with Essex Citizens and their families register Debt Free London award-winning social Advice Bureau for the government EU have created a enterprise which projects, join For residents in Essex Settlement Scheme so dedicated NHG can provide a free, our mailing list who are struggling to they can continue to phone line for our 45-minute session pay their energy bills. live, work and study in London-based to cover budgeting by signing up at To find out more and the UK after Brexit. You residents. You (income and http://eepurl. self-refer, go to https:// can self-refer for their can call for free, expenditure), money, www.nhg.org.uk/ support at www.nhg.org. independent and benefits and Universal com/gz3KAT residents/support- uk/residents/support- confidential advice Credit. Please speak to . services/resources/ services/resources/ on 0800 808 5702 to your housing officer to warm-homes-essex/ settled/ speak to an adviser. be referred.

8 8 www.nhg.org.uk / Winter 2020 9 9 GET INVOLVED GET Housing Ombudsman – A day in the life of a community caretaker complaint handling code See page 22 The Housing Ombudsman is an by drawing on their personal impartial service which looks at experiences to help shape our work, complaints made by residents of ensuring any changes we made to NEWS social landlords like us. You can the way we handle complaints are Want to help improve your contact the Ombudsman at any time resident-focused, based on your for independent advice. Once your feedback and ideas. local area? Get involved today! complaint has been through both Thank you to all the residents stages of our internal procedure as who worked with us on these There are several ways you can contribute to your local outlined on page 6, you can contact requirements. community and help improve the services we provide as a the Ombudsman again for a further You can find out more about the landlord. investigation. code on the Housing Ombudsman From January 2021, the Housing website. We will also be posting an Ombudsman will be introducing a update on this work in the new year. new code of complaint handling. We’ve been busy ensuring that Housing Ombudsman Service Notting Hill Genesis can meet the PO Box 152 requirements of this code which sets Liverpool out good practice that will allow us L33 7WQ to effectively and fairly respond to 0300 111 3000 complaints. www.housing-ombudsman.org.uk During the preparation work, we’ve been involving our residents Become an estate monitor We’re always looking for volunteers Paragon evacuation to help monitor and assess the Set up a residents’ association In October, following expert advice support and access to a counselling quality of cleaning and gardening A residents’ association is made up by building safety consultants, service. services where you live. This of residents living in a particular we asked residents living at our The Paragon estate was built may include accompanying estate, street, building or area, who Paragon estate in Brentford to leave by Berkeley First in 2006 for your housing officer on an play an important part in dealing immediately to protect their health Presentation Housing Association, estate inspection, or simply with local issues by representing and safety while further investigative which became part of Notting Hill rating the services you receive the views of residents. Notting Hill work is undertaken. All residents Genesis in 2009. by text message. If this sounds Genesis can formally recognise a of the six blocks have now moved There is no suggestion that any like something you’d like to get residents’ association and provide a off site into short-term or medium- other buildings in the Notting Hill involved with, email involvement@ start-up grant as well as an annual term accommodation. We remain Genesis portfolio will require a nhg.org.uk or ask you housing grant to cover any running costs. in discussions with the affected similar approach to that being taken officer to refer you to the resident Setting up a residents’ association residents about their long-term plans at Paragon. involvement team. involves six easy steps: and are providing all with financial

10 10 www.nhg.org.uk / Winter 2020 11 11 12 GET INVOLVED www.nhg.org.uk communication to residents around recently. They’ve improve helped groups have achieved agreat deal Residents in our local scrutiny 1. Areas with active scrutiny groups are: improvement and create local plans. issues, make recommendations for quarterly to discuss common of local scrutiny groups who meet We currently have asmall number create anew one! Join alocal scrutiny group -or get-involved. website: resident involvement our on page practice guide, take alook at the For acomplete toolkit and good 6. 5. 4. 3. 2. See page 25 page See Littlebaby bank Village with partnership New • • • •

Bolney Meadow (Lambeth) Hillingdon) Outer West (Ealing, Hounslow, Hammersmith Fulham & Kensington &Chelsea fellow residents Gain the views and of support residents’ association Decide on the purpose of your Gain formalGain recognition (optional) Adopt constitution a your committee Vote to decide will who on form set up an initial meeting Contact your housing officer to www.nhg.org.uk/residents/ officer. officer. nhg.org.uk involvement team on involvement@ opportunities, contact the resident For more information on the above from providing and home feedback. material by reading or discussions, ways, including focus groups, email You can get involved in various the forefront of our training process. building of relationships good are at ensure that communication and the housing officers. Your input will help our recruitment and training for welcome your help in examining who access their support? We’d housing officers that the residents Who to best tell us how to train our training and recruitment Staff help. involvement team will keen be to set up in your area, the resident scrutiny group or see anew group If you would like to join alocal portal. service use My Account, our online self- residents who wish to sign up and repairs service as well as supporting studies for projects focusing on our are currently providing local case improved services on estates. They gas safety checks and identified and or speak to your housing Resident Board Member Stephen Bitti continue to play an important role. out of our new repairs platform will introduction of My Account the and roll receive, innovative and changes like the a positive impact residents onthe services changes we have are made starting to have high as we would like, it shows that the to65.2% 68.5% improvement in resident satisfaction from inin of particular the the services, delivery I am pleased to able be to show improvements involvement. we are increasing resident representation and promise when made NHG was created how and the year, last how we are delivering the resident able to update you onhow we have in performed aresident Iam delighted board member As to be Welcome to our latest Annual Standards Report. 2019 2019 Report Standards Annual 20

. Whilst this is still not as

13 Notting Hill Genesis Notting Hill Genesis 14 Annual standards report 2020 Annual standards report 2020

What residents told us How we are responding Our resident promise The turnover of housing We are appointing more permanent housing officers is too high, officers to reduce staff turnover and improve the When Notting Hill Genesis was formed in 2018, a resident and the consistency of consistency of the service our residents receive. promise was established which sets out the commitment service is poor. to bring about benefits to our residents. The promise was It takes too long for We are working with residents to improve our formed following consultation with many of our residents so somebody to get back communication, by looking at the full journey a we could ensure we focus on what matters most to them. to me when I leave a resident may go through when contacting NHG. The promise is made up of three elements and is referred to message. We are focussed on increasing the number of calls answered, and calling you back more quickly. throughout this report: Residents can find the contact details for their housing officer or property Our pledge and what Notting Hill Genesis stands for management officer in the following ways:

The improvements we will make to our existing services • Checking ‘My Account’ - www.nhg.org.uk/residents/my-account The new services we will develop with residents • Using the live chat service or submitting a contact form on the Notting Hill Genesis website

Supporting residents in their homes Tenancy management As part of managing tenancies for our residents, housing officers manage rent accounts, ensure any empty (void) properties are fit to use again, and help The local officer new and existing residents to move into their new homes. Here are some As part of our new housing model every figures for 2019/20 to show how these services are doing: resident has a named local officer. Residents can contact them for anything from questions about tenancies, making payments, reporting an issue or even just for a supportive ear. 99.35% of rent collected 1,134 Winning the trust of a particular new social rent lettings resident who was in a very dire Within this number: personal situation and had issues 98.93% 78 mutual exchanges with using the services being of homes are occupied between existing tenants offered via NHG. Being able to (18/19: 98.0%) 164 transfers of existing help this resident resolve their tenants problems was very satisfying. 892 new tenants (of these, OWEN WIGGINS IS A FLOATING 38.3 13 were relatives of HOUSING OFFICER FOR OUR average number of days to re-let existing tenants housed under the household WEST LONDON REGION. a home (standard re-let) members scheme.)

www.nhg.org.uk 15 Notting Hill Genesis Notting Hill Genesis 16 Annual standards report 2020 Annual standards report 2020

Supporting residents Repairs Supporting our housing officers, the welfare benefits team help our residents Residents can report and track repairs by using to resolve issues with benefits claims and help them get the income they are the My Account service. Below are the figures for entitled to. 2019/20 to show the number of repairs carried out and the total spend: He did the job The welfare benefits team helped well, explained Number of % of repairs Total amount everything and our residents to claim an additional repairs completed in spend on target time responsive repairs was polite £1,852,536.49 of payments in 2019/20. 114,633 66.8% £13,292,550

Our services £19,600,000 Total amount spent on planned investment

Kitchen 517 replacements, Complaints and We aim to provide the best possible service, but we understand that Bathroom £2.8m spent sometimes our residents may need to make a complaint. We welcome any form of feedback, including complaints, so that we may improve our services 35 replacements, for all residents. Roof £430k spent Here are some figures from Total number of 2019/20 to show how we are 2,790 complaints received 461 replacements, managing and responding to Window the complaints we receive: of complaints resolved at £4.3m spent 96% stage one of our process X Top three complaints themes: of complaints escalated to 4.9% stage two 1. Repairs Average Number of Number of cases days taken emergency 2. Heating and hot water determined by the to complete repairs 3. Housing management Housing Ombudsman repairs completed 42 13.8 21,100 Service

Number of cases with a maladministration or service failure finding 22 Customer satisfaction with recent repair

www.nhg.org.uk 17 Notting Hill Genesis Notting Hill Genesis 18 Annual standards report 2020 Annual standards report 2020

Safety and compliance New builds Residents have made it clear that we should work together on any decisions When Notting Hill Genesis formed we set out our involving safety and compliance. We know that there is still further work to be commitment to provide more of the new homes done, but some key areas where we have started to do this in 2019/20 are: so desperately needed to tackle London’s housing crisis. We have also launched our first Estate inspections: Figures for 2019/20: London Living Rent homes. The scheme We now have over 450 resident was set up by the Greater London Authority monitors who help to raise the and gives residents the opportunity to pay standards of services at a scheme, 100% a lower rent so they can save a deposit to buy their home. More information block or estate. To find out of properties with an up-to-date fire about London Living Rent can be found on our website. more about this initiative, email risk assessment and target [email protected]. Figures 2019/20:

Fire safety – oversight and scrutiny 24,755 group review: Number of fire risk actions In June 2020 the resident oversight completed in 2019/20 and scrutiny group carried out a review on fire safety, making a series of recommendations to the £12,159,205 organisation to improve the services spent to improve fire safety in we provide. 2019/20 For more information on the review and a full list of recommendations, contact our 99.87% Resident Involvement team by of gas safety checks complete and emailing [email protected]. target New homes delivered in total

Regeneration projects Our regeneration projects are about We also help local people into work more than bricks and mortar. We are through apprenticeships either invested in our communities and as with NHG or our partners. We part of that provide grant funding for have provided 41 apprenticeships

local projects. The total we provided through our regeneration projects, 28 1170 849 New homes delivered New homes delivered in 2019/20 was: at Woodberry Down, 11 at Aylesbury for rent for sale £265,635 and two at Grahame Park.

www.nhg.org.uk 19 YOU AND YOUR HOME 21 / Winter 2020 litter hardens when wet, becoming becoming wet, when hardens litter cement. as hard as and bones, cores – including Food peels especially – fats, oil and grease Fat, together clog with, cook we those known a build-up into combine to a fatberg as Nappies Hair • • • • If you flush any of the above out of of out above the of any flush you If you’re chance a strong there’s sight, Keep away. it flushing actually not – Ps three the to waste toilet your and you help – and paper pee, poo, comfortably live neighbours your homes. your in safely and Wet wipes – even wipes that claim claim that wipes – even wipes Wet be disposed should be flushable to a bin in of buds cotton and wool Cotton roll kitchen and napkins Paper a tougher of made are – these and paper toilet than material waste food and grease trap often in their fibres Plasters like pipes in settles – this litter Cat sand and carries on absorbing Clay more. even expanding liquid, • • • • • Keep your your your Keep Keep home home running running smoothly smoothly this winterthis winter Road, flat in Moorhouse in living a basement residents Two wouldn’t they an experience endured recently Westminster to up wake to shocking was truly “It anyone. wish on We room. living and kitchen in our ankles, our to up sewage, put and be repaired things so could home our leave to had forget.” won’t we an experience It’s right. in rise a big seen recently We’ve drains toilet unblock to requests entirely is problem the usually but typically are Blockages preventable. being waste inappropriate by caused the in settling and down flushed pipes including: those living in our street our in living those Working on the scrutiny panel has has panel scrutiny the on Working is similar to that of tenants, at least least at tenants, of that to similar is Notting Hill Genesis NHG. I am a leaseholder but feel that that feel but NHG. a leaseholder I am Annual standards report 2020 helped me to understand the systems systems the understand to me helped Read the Annual Standards Report in full on: on: full in Report Standards the Annual Read www.nhg.org.uk and decision-making processes within within processes and decision-making my experience over the past few years years few past the over experience my In 2019/20, 349 residents took part in 62 part62 in took residents 349 2019/20, In 53 of total a made and activities different service improvement. towards recommendations or suggestions agreed are Recommendations or will have which residents from feedback the improve to well as NHG by upon be acted these of 30 2020, As April of receive. they services recommendations have been delivered.

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Figures for 2019/20: for Figures ResidentResident involvement involvement Here are what some of our residents have said said have residents our of some what Here are year: the past over involvement their about Number of resident resident Number of in 19/20 associations Number of resident resident Number of (RI) involvement activities took part in helping helping part in took identify accessibility identify accessibility offices. This exercise exercise This offices. 20 22 YOU AND YOURSECTION HOME www.nhg.org.uk company. engagement on behalf of an oil the community for stakeholder socialon economic and issues in withmanager private a firm working 2018. In Iwas Ghana aproject moved to the UK from in Ghana I joined in October 2019 having When did you join NHG? caretaker Benjamin Sowa. Nottingof in staff Hill Genesis, we focus on community Continuing our series which in we look at the various roles is to ensure the estate is in good properties90 in 14 blocks. My role Park in Colindale which has around Adastral estate, North near Grahame I am acommunity caretaker at the What is your role? community caretaker A day inthelifeofa...

we used to. Inow always have my ablebe to talk to residents the way totrying stay safe. It’s hard not to is contact with residents as we’re all one areaThe that has changed alot job? Covid-19 conditions changed your How has the current lockdown or litter picking on the estate. to any outstanding issues and finish non-recyclables. Fridays On Iattend recycling is not contaminated with checking where possible that the recycling bins ready for emptying, ThursdaysOn Iget the waste and are clean days, sanitised. these and, to Wednesday, making sure they I service five blocks aday, Monday are issue. an particular in dumping to done be that day. Fly tipping and and walk round to assess what needs I usually get to the estate by 7:30am What day atypical can look like? boards. help update newsletters and notice the residents, which Ienjoy. Ialso managers, the housing officers and and actas acontact between my safety standards in communal areas condition. Imaintain health and

See backSee page account your of control Sign up now and take doing something right. right. something doing It really meant alot to know I was children during the first lockdown. displayed from one of the residents’ Seeing abig ‘thank you’ drawing that stayed with you? Is there asituation with aresident likealso reading alot. who is one and ahalf years old. I paint, especially with my daughter around the home. Ilike to draw and DIY so I’m always looking to do jobs a plumbing course and I’m keen on When Ifirst moved to the UK Idid What do you do in spare time? our residents, but it’s manageable. frequently it’s and not always from Bulk waste and fly tipping. It happens What are the frustrations? safe. residents so they’re happy and feel larger picture, helping and reassuring Knowing I’m playing in a a part rewarding? What do you find the most sanitised. such and are handles alwaysdoor mask and gloves on and Imake sure

our involved residents. involved our Benjamin was interviewed by one of Russian. some Russian as my mother was English, speak Ialso Twi Ga, and father is from. Other than Fante and of the coast of where Ghana my that she was from the area same in we shock. talked As it turned out greeted her in that dialect. She was 80 languages spoken in I Ghana. Fante, adialect of Akan, one of the I overheard aresident speaking in you? Funniest thing aresident to has said is for good the estate. Building arelationship with residents Help do me the job best Ican’. to it which am here said, ‘I to serve. notice boards. Iput amessage next asked to me put my picture on the When Istarted my role, my manager you work? like residents to know about where What is the onething you would

/ Winter 2020 Winter / 23 HOME YOUR AND YOU IN YOUR COMMUNITY Keeping our communities safe

Information is needed to help detect neighbourhood. Crimestoppers and prevent knife crime, but there are will know what to do with barriers that stop this being shared. these concerns and pass them The Hard Calls Save Lives campaign on anonymously, without any aims to help people overcome some judgment. of these barriers and encourages them • Every call is important and could to make a call to Crimestoppers if save the life of someone’s son or things don’t feel right. daughter. If you think you know We know that if can be difficult to something about knife crime, call pick up the phone. But every little Crimestoppers on 0800 555 111. New partnership with bit of information is useful in the fight against knife crime. If you are Some FAQs: baby bank Little Village concerned about knife crime in your What happens after somebody area, there are things you can do to provides information to Welcoming a new addition to the low wages and domestic violence. help make your community safer. Crimestoppers? You can find out family can be stressful at the best In the lead up to the festive more about the process on https:// of times, but even more so amid a season, we worked with Little Village Did you know: crimestoppers-uk.org/give- pandemic and national lockdown on a Christmas appeal. Our staff • Crimestoppers are not the police information/what-we-do-with-your- affecting jobs and support networks. were encouraged to donate gift – they’re an independent charity information Young parents are particularly cards which were then distributed working to help communities. Where can I find out more struggling to meet the costs of to our families in need. The Argos

YOU AND YOUR HOME YOUR AND YOU • Everything shared is 100% about Crimestopper’s anonymity new babies so to help, Notting Hill gift cards arrived prior to Christmas, anonymous – calls are never guarantee? Information on Genesis recently partnered up with giving parents the opportunity to recorded or traced and you will not Crimestopper’s anonymity guarantee Little Village, a London-based charity choose their own personal presents be asked to reveal your name or is available at https://crimestoppers- that provides essential items of for their children. personal details. Information from uk.org/give-information/our- clothing, toys and equipment. anonymous calls will be sent to the guarantee-of-anonymity We hope the partnership will give If you are a parent and feel you best people to deal with it, without Where can I direct anybody crucial support to our residents would benefit from the service witness statements or courts. affected by knife crime to? https:// who are parents of babies or young Little Village provides, please • No information is insignificant – www.knifefree.co.uk/worried-young- children. get in touch with your housing information, however small, could person/ for advice on how to have Little Village’s dedicated volunteers officer or support worker who will be the last piece of the puzzle. All a conversation with someone you’re collect donations of good quality, be able to take you through the information is reviewed and, where worried about. www.victimsupport. nearly new clothes, toys and kit for referral process. You can find out possible, acted upon to help to stop org.uk/ for free, confidential services babies and children from birth to more about the charity on their crime. for those affected by crime. You five years of age. The donations are website – https://littlevillagehq. • You will be listened to – local can also find additional information distributed to local families dealing org – and watch the inspiring work residents know best when things on the Crimestopper’s website with challenging circumstances such they do on the video https://vimeo. don’t feel right in their https://crimestoppers-uk.org/ as homelessness, unemployment, com/292332095. hardcallssavelives 24 24 www.nhg.org.uk / Winter 2020 25 25 IN YOUR COMMUNITY Every Kinda People Rocking later – the music of our life conference residents’ lives Our volunteering programme recently collaborated with an is going digital oral history partner Digital Works to produce a series of podcasts

SECTION Our care and support team is working with celebrating the ordinary – and industry partners on a conference aimed at extraordinary – lives of 10 of our improving the lives of older people. social housing residents. The series follows a musical “Rocking later life – Making the digital conference won’t be the same importance of keeping active timeline with each episode allowing most of yours” was originally as getting together in person, it will • Volunteering in later life – a tour the resident to talk about pivotal scheduled for May at London’s Living allow us to deliver it to many more of Westminster’s historic Church moments in their lives while their Room at City Hall, but when the people who can participate safely Street with one of our long- selection of favourite songs weaves impact of the pandemic became from their own homes. standing volunteers life and music together. Subjects clear, we were forced to change our The conference will be launched • Humanist Sophie Lovejoy giving of the podcasts include a resident plans. in January with a fabulous line-up, her humorous yet serious take on who once worked as a carer to Nina We decided to make the including: what can be done with ashes – “a Simone and a Trinidadian steel pan conference go digital. Technology • Singing for the Mind – Music for dead interesting talk!” expert. has never been so valuable for Dementia 2020 campaign The conference will help older We believe you’ll find the keeping us in touch and although a • Oomph! Wellness – on the residents have a positive experience songs that emerge as diverse

IN YOUR COMMUNITY YOUR IN of using modern technology, and memorable as the residents encouraging the online participation themselves. that has been so important since lockdown and social distancing were introduced. We hope this will reduce loneliness and social isolation – two of the big issues for many of our older residents – which is likely to be felt more keenly due to the pandemic. We’re working with our partners To tune in and hear the podcasts, on funding the purchase of now available from the internet tablets and data which will enable streaming platform Mixcloud, customers who are not currently go to www.mixcloud.com/ online to become digitally engaged. everykindapeople/ Care and support residents getting used to their new tech in preparation of viewing the conference More details will follow soon.

26 26 www.nhg.org.uk / Winter 2020 27 27 SECTION 29 IN YOUR COMMUNITY 29 / Winter 2020 Like real rainbows, the RAW RAW the rainbows, real Like The project was completed completed was The project rainbow was only designed to be to designed only was rainbow in down taken was It temporary. pieces acetate the but summer the will and Labs now RAW with are art projects. future in be re-used however rainbow the of Memories and visitors residents prompted Public the in vote their it give to Installation competition from the andinfluential design architecture won The rainbow Dezeen. magazine with Year the of Design Installation competition beating votes, 62,000 Saudi and China York, New from Arabia! Congratulations to Andrew team! rainbow RAW the and over two weekends with installers installers with two weekends over distancing. social with complying who were Some residents vulnerable participate to able were shielding to acetate the cutting by home from collect. to team installing the for size overlook balconies whose Residents the watch to able were basin the grow. footbridge the on rainbow he and 50 other residents of Royal Royal of residents other 50 he and the busy cutting Albert Wharf got and wrapping ribbons into acetate of railings the on mosaic-style them the bridge. Andrew, who runs the the runs who Andrew, This rainbow movement inspired inspired movement rainbow This You may remember how as we we as how remember may You Royal Albert Wharf Albert Royal award wins an rainbow architecture-design-art Studio architecture-design-art of metres 5,000 sourced Curiosity, in various biodegradable acetate Hill Notting of help the With colours. Labs, art RAW an and Genesis centre Arts Bow the Trust, by managed an East London resident Andrew Andrew resident an East London a large on a rainbow design to Morris his from help a little with and scale a footbridge on it install neighbours in homes their near basin the over Albert Newham. Wharf in Royal the settled somewhat uncertainly into into uncertainly somewhat settled of wave first the during lockdown rainbows epidemic, of the images appearbegan and in windows to or hanging on pavements chalked The these artists behind trees. from and children usually were images up cheer to them created had been have may who passers-by rainbow-spotting of a bit doing also was It exercise. daily their during support of messages giving of a way staff. NHS as such workers key to An art project that brought a brought that An art project the celebrate to together community earned has pandemic the of heroes award. an international

To bring some much needed cheer to to needed cheer much some bring To been coming has Dan summer, the Since conform to outside perform would He weather the and arrived As autumn The Covid-19 pandemic has forced many many forced has pandemic The Covid-19 normal our once was what to changes probably you change one but living, of way the of return the is expected have wouldn’t serenade! old-fashioned extra our 73 Mildmays, at residents our enlisted we Islington, in service care from Beaulaurier Dan singer of help the Generations. Healthy his with afternoon every Wednesday along such favourites old of repertoire and guitar Red Red Roads, Country Home Me Take as Charles, Ray by songs of covers and Wine Cash. Johnny and Marley Bob and distancing social around rules the to to balconies their to out came residents liked Jennifer Resident there. from listen to “Listening view. a clear get to able being I wish dance. to me want makes music the Fellow said. she every day,” come he would me “He forget helps added: Keith resident from me away takes and lockdown about Covid!” and Boris the ask longer no could we worsened, to vulnerable, are who of many residents, Dan to listen and balconies their on stand him for a route clear we Instead, perform. the of each on balcony the on stand to sets, three he performs that so floors three still though audiences his to closer a little music excellent his distanced, and outside Mildmays Many floor. on each resounding the are concerts live these agree residents week. the of highlight from grants by funded is The project Welfare NHG and the Council Islington Fund.

www.nhggroup.org.uk

Mildmays smiles at at smiles Dan raises raises Dan Singer Singer www.nhg.org.uk

IN YOUR COMMUNITY YOUR IN SECTION

SECTION 28 28 SECTION 31 IN YOUR COMMUNITY 31 ” / Winter 2020

Finally, Phyllis said being 100 felt felt 100 being said Phyllis Finally, “I have no advice – they need to need to – they advice no “I have She was born in Holborn and has lived all her life in London. Her family family Her London. in life her all lived has and Holborn in born was She I don’t really know – but try to be happy, be happy, try to – but know really I don’t no different to being 99 and when and 99 being to different no forward looking is she what asked “The coronavirus replied: she to, over!” being lockdown Phyllis! 100th Happy find their own way!” own their find When asked if she had any advice advice any had she if asked When said: she generation young the for “ things in interest an show and busy keep I walking. love to I used you. around to up Islington from bus a take to used friends with walk then Heath Hampstead Fields. Hill Parliament to and over family was a happy one and she had two sisters and a brother. Phyllis worked in the the in worked Phyllis a brother. and two had sisters she and one a happy was the for collars crocheted once – she’s also a dressmaker was and Office Post her and now UK the in left family living close no has she Sadly, family. royal Spain. in lives a niece, relative, remaining said: Phyllis life, a long such for was her secret what asked When We talked to Phyllis to learn more about her and ask for advice on how to live live to how on advice for ask and her about more learn to Phyllis to talked We age. old a ripe to Hill Genesis songs, favourite her of A serenade nearby a balcony performed from page (see Dan singer talented by 28) Birthday Happy staff singing Care was – which room her outside all were they as unusual a little wearing masks afternoon distanced A socially birthday a special party.with tea and sandwiches,cake were which other the to distibuted carefully home the in residents • • •

A personal video message from Mayor Islington the Notting from flowers of A bouquet A card from the Queen the from A card

• • The Mildmays staff also arranged staff also arranged The Mildmays •

This was an occasion to celebrate celebrate to occasion an was This prevented restrictions lockdown but coming from relative only Phyllis’s Nevertheless, visit. to London to ensured Mildmays at everyone birthday wasPhyllis’s special residents with and memorable, poem a framed her presenting her. for they’d written for major celebrations! for major November, 30 on Mildmays at everyone for day a special was It birthday. 100th her marked Pritchard Phyllis resident as A 100th birthday is cause is cause A 100th birthday www.nhg.org.uk

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SECTION 30 30 My Account Online, anytime

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Notting Hill Genesis Head office: Bruce Kenrick House, 2 Killick Street, London, N1 9FL