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 NEWS Housing Ombudsman – new code of complaint handling Your feedback See page 10 How to make a complaint or give praise We try to provide the best service your complaint, giving the reasons NEWS we can and we’d love to hear from why. Your complaint will be reviewed My Account – you if you think the service you’ve by a staff member who wasn’t a resident’s view received has been great. We do involved in the original decision and however understand that you may you also have the option of having Our My Account service is already helping thousands of residents access our wish to make a complaint if you’re it reviewed by a resident from an services when they want, where they want and how they want, and one tenant unhappy for whatever reason. There independent pool. We aim to review has spoken about her experience. are various ways you can do so, the your stage two complaint within easiest being through My Account 20 working days and will keep in Olivia, who lives The system can I would like to see that but you can also contact your local contact with you during this time. in Kensington, has be used on mobile improved.” officer by phone, letter or email. already benefited from phones and tablets, That is something Positive feedback being able to book as well as desktop we will be working on What happens when I make Building good relationships between repairs immediately computers – it doesn’t in future to ensure the a complaint? residents and the housing officers and review her rent have to be a personal system is as resident- Stage one who look after them is at the heart account at any time of device. friendly as possible. Your complaint will be handled of our mission. Our staff have day. Olivia added: “When by your housing officer. If your worked very hard this year, often in She said: “I’ve been I have needed to To sign up for My complaint is about the housing challenging circumstances when using the system ever arrange a repair the Account and enjoy officer, it will be dealt by their line many have had to get used to since it first became system allows me the same benefits as manager. They will aim to contact additional safety precautions around available and I really to upload photos of Olivia, please visit you within two working days to Covid-19, working from home, like having the option the issue and that www.nhg.org.uk/ acknowledge your complaint. This some even taking on educating to self-serve where seems to have helped residents/my-account will be followed by a formal written and caring responsibilities for family everything I need to do the operatives know or speak to your response to your complaint within members as local services became is under one umbrella. exactly what is needed housing officer. 10 working days. Let us know if unavailable. If you think your housing before they even arrive. you’d like our written response to be officer has been doing a great job, “ The system is And receiving reminder We’d love to hear from translated into a preferred form or please leave them feedback either by really easy to use text messages so I you if you’d like to get language. contacting them directly or through and allows me to don’t forget a visit has involved in making My Account – Complaints and book a repair and been really useful.” improvements to My Stage two Praise feature.