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WINTER 2007
RESIDENTS ARE KEY TO EALING HOMES!
‘Tis the season to recycle!
In this issue...
Christmas opening hours
Don’t let a burglar ruin your Christmas
BBC film crew comes to Golf Links
And lots more... Managing homes on behalf of Ealing Council
www.ealinghomes.net
If English is not your Message from the
first language … Managing Director
If you would like to discuss this information with someone who
speaks your own language, please tick the box below to show
which language you speak, fill in your name, address and
telephone number and return the form to the address given below.
Dear Residents,
For many of us December is a
time when we look back over
the previous 12 months and
reflect on what the year has
brought us. At Ealing Homes
one thing is for certain – it’s
been a very busy year. Here are
just a few of the highlights:
In April we introduced swipe cards as an easy,
alternative way to pay your rent. Also in April our East
Area Office moved to new offices in Ealing Broadway,
with improved reception facilities.
We renovated and relaunched many of our
community centres, creating renewed hubs of activity
and learning. And over 200 residents attended our
Open Day in July, enjoying music and dance, along
with a chance to talk to us about our services.
Our Decent Homes programme has continued in full
swing, with thousands of homes benefiting from new
kitchens and bathrooms. The external works are also
well under way.
Our fight against antisocial behaviour has seen many
successes too. Most notable was our first county court
injunction to ban three rough sleepers from the South
Acton Estate; putting an end to threats and
intimidation.
It was a good year, but we’re not complacent.
Housing Quality Network has just completed a
vigorous, independent assessment of Ealing Homes.
Throughout 2008 we will be implementing their
recommendations so we can continue our mission to
achieve the highest levels of tenant satisfaction in
everything we do.
Name
But 2007 is not quite over for us yet. We’ll be open
Address between Christmas and New Year should you need us.
Our Christmas opening times are on page 11.
Whatever your plans for the Christmas holidays, I
hope you and your families enjoy the break and I wish
Postcode you all the best for 2008.
Telephone
Regards,
I would like this information in (please tick boxes that apply): Colin Mayhead
Ref: Key Issues Winter 2007
Large print Audio tape Braille Managing Director
Please return to:
Communications Team, Ealing Homes,
FREEPOST LON 16139, London W5 2BR.
Your community
Lights,
camera,
action!
On Wednesday 17 October, the BBC
filmed part of the popular drama Waking
the Dead at Golf Links Community
Centre. Ealing Homes went along to
get a glimpse of the action!
T he film crew’s 11-hour day started at 8am.
Eleven hours work will net just five minutes of
screen time. No glamour here, filming TV dramas is
a slow business!
Series Producer, Colin Retton, explained how
some special effects were planned for the
Community Centre – they were going blow it up!
Not really of course, but it would certainly look
that way.
The real windows were replaced with sugar
glass and large ‘flash and bang’ charges were
rigged. The resulting ‘explosion’ (bottom right)
was impressive as the sugar glass windows
blew out and smoke bellowed.
The Location Unit Manager said the
location was ideal. “The centre looked how
we wanted and the borough is very film
friendly. It’s a quiet area with the building
set back from the road so the camera and
crew have enough room to work.”
A member of the security team told us:
“People love to have a look. We work
with the residents and inform them by
letter of our intentions and also liaise
with the borough’s Film Officer and the
police.”
The show’s transmission date is
likely to be early 2008 so look out for
the new series on your screen soon.
Antisocial behaviour
Keep your
home burglar
proof this
Christmas
Keep your home safe from the prying eyes of
burglars and discourage them from taking a
second look. Here are a few simple tips that can
prevent you becoming a victim.
B urglary is mostly an opportunistic crime. Victims are
often selected because burglars think they’re easy
targets. Make sure you’re not one:
The Metropolitan Police advise: “Keeping gifts under the
Christmas tree is all part of the tradition, so if you really
want to keep them there make sure the bottom of the tree
• Keep windows and doors secure is situated where no one can see it from outside your
• Fit and use a door chain home”. Also, “be extra careful of bogus callers around this
• Use lights and radios on timers to make your home time of the year, and this can include carol singers”.
appear occupied whilst you are out
• Keep your car and house keys safe and away from If you have any concerns about the safety of your
doors and windows block, contact your Antisocial Behaviour Officer in
• Keep valuables out of sight
confidence. And remember – if you see anything
• Never label your house keys in case you lose them and
they fall into the wrong hands suspicious outside working hours, you can also call
• Be vigilant about letting people in through door entry the ASB Out of Hours Service on 0800 032 1540.
systems.
An ASBO has been issued to Jamie Wilkinson ILLEGAL DOG BREEDER EVICTED
of Cedar Grove, Ealing. Part of Wilkinson’s order
prohibits him from carrying articles relating to graffiti,
remaining on any premises after being asked to
A woman who was found guilty of possessing
and breeding dangerous dogs has been
evicted from her home. Lisa Harvey of Whitton
leave by a person in authority, and from driving Avenue West kept 26 dogs, of which 21 were
various motorised cycles. Additionally, he is ordered not to join or pit bull terriers, in a ramshackle cage. Ealing
be present in any group of two or more people in a public space Homes evicted her in November with
behaving in a manner that causes harassment, alarm or distress assistance from Ealing Police.
to others anywhere in England and Wales. PC Derek Foley of Ealing Police said: “The
If you see Jamie Wilkinson breaking any of the above tenant realised this was the end of the road and
conditions please call the Ealing Safer Neighbourhood Team on left the premises peacefully. Her departure will
020 8721 2948 or email EalingCommon.snt@met.police.uk. greatly improve the quality of life for the
Please do not approach Jamie Wilkinson yourself. remaining law-abiding residents.”
4 keyissues www.ealinghomes.net Winter 2007
Rubbish and recycling
Rubbish disposal
Please ensure that all your rubbish is disposed of safely and
hygienically. Domestic rubbish must be bagged and put in the
chutes or bins provided.
D isappointingly, a small number of residents have got into the habit of throwing
rubbish out of windows. This is very antisocial and extremely dangerous. A
member of staff narrowly missed injury recently when hot liquid was thrown
out of a window.
This practice is unhygienic and is particularly distressing for those
residents who live on the ground floor and must endure rubbish outside
their windows.
There is a special collection service (run by Ealing Council) for the disposal
of larger household items. The number to ring is 020 8825 6000
and there is only a small charge for the service.
Recycling
For many of us the Christmas holidays can mean rubbish bins
overflowing with wrapping paper, packaging, bottles and cans.
G roundwork West London (an environmental charity) has launched a new recycling project
for residents of the South Acton and Golf Links Estates.
There has been a considerable increase in recycling by residents on both estates. Between
April and June 2007, 3,348kg of recycling was collected from the Golf Links Estate bins, and
the amount has since increased significantly.
Gillian Allen of Groundwork West London said: “Now that we’ve seen how successful this
project can be, we’re very excited about the prospect of increasing recycling on other estates.”
Amazingly, enough energy is saved from one recycled aluminium can to run a television set
for three hours – that’s the Christmas Day Bond movie sorted!
GOOD NEIGHBOUR AGREEMENTS
The Good Neighbour Agreement is a voluntary scheme designed to encourage
residents to respect others whatever their age, background or lifestyle.
Residents who sign up receive a certificate and window sticker. Antisocial
Behaviour (ASB) Team Leader, Abdi Osman, said, “The scheme is a great opportunity
for residents and Ealing Homes to work together and we expect more people to get
involved when they see the stickers in their neighbours’ windows.” Look out for the
programme coming to your estate soon or ask your ASB officer about it.
Winter 2007 www.ealinghomes.net keyissues 5
Tackling antisocial behaviour
Antisocial
behaviour –
the front line
Tackling antisocial behaviour (ASB) is a
top priority for Ealing Homes. Joanne
Spedding is an ASB Housing Officer in
the West Area team. Key Issues caught
up with Joanne to find out more about
the challenges facing our ASB teams.
“D ealing with antisocial behaviour doesn’t
automatically mean police involvement, or
evictions,” Joanne explains. “We start off by interviewing
Surprisingly most people leave without fuss or incident.
We give advice, such as details of the Homeless Persons
Unit, and can put belongings into storage for three
the complainant to get a full grasp of the situation. months or dispose of unwanted items. Once we have
Naturally this is confidential and we only contact third vacant possession the property is secured.”
parties, such as Victim Support or the police, with written
consent. What else do ASB officers get up to?
“Not all complainants want to go to court and “Well, it’s not all about courts and police. We spend a lot
sometimes mediation – where both parties come to an of time out and about in the community. We attend
agreement – can be the answer. Also, complainants can resident focus groups, make home visits, attend the
give anonymous witness statements if required.” mobile surgeries and work with our surveyors to improve
security on estates. We also bid for funding to make these
So when would the police or courts get involved? improvements.”
“If the complainant agrees we will ask the police for
disclosure information and a risk assessment. This allows And finally, what’s your advice to anyone suffering
us to build up a case that may eventually be taken to from antisocial behaviour?
court. The end result can be very serious for the “Remember everything you tell us is confidential, and
perpetrators: injunctions, ASBOs, evictions or even prison. there’s a lot we can do to help. You don’t have to suffer in
But it’s for the court to make the final decision – not Ealing silence, so please get in contact if you need to.”
Homes.”
What would be your role if a tenant was evicted for FULL ASB CONTACT DETAILS ARE ON
antisocial behaviour? THE BACK PAGE OF KEY ISSUES.
“We attend the eviction with the police, who are there to
ensure public order, and the bailiff who serves the warrant.
6 keyissues www.ealinghomes.net Winter 2007
Ealing Homes services
Repairs mobile surgeries
Surgeries (also known as drop-in sessions) are
held on a regular basis around the estates. In
the East they are held in the Kier mobile office
and in the West the Mears mobile office.
At the surgeries you can:
• Come along and speak to Ealing Homes’ staff and contractors
• Request a repair
• Discuss tenancy issues – our antisocial behaviour teams often
attend surgeries
• Find out how to get involved in your community.
No appointment is necessary.
SURGERIES January to March 2007 NEW REGENERATION
West Area (Greenford, Northolt, Perivale and Southall) OFFICE ON THE
Hosted by Mears All surgeries are from 10am–3pm SOUTH ACTON
Date Estate Location
ESTATE
16 Jan Havelock Estate Havelock Community Shop, Hunt Road
23 Jan Medlar Farm Mobile Office, Sheringham Tower, The London Borough of
Baird Avenue Ealing and Ealing Homes
30 Jan Wayfarer Estate with Aspen Lane, Mobile Office, outside the are working together to find
Rectory Park, Greenhill Gardens Happy Shopper, Arrow Scout
& Shadwell Drive Walk, Wayfarer Estate the best options for the
6 Feb Wood End Mobile Office, near YMCA regeneration of the South
in Lillian Board Way Acton Estate. As part of the
13 Feb Racecourse Estate Mobile Office, Newmarket Avenue regeneration programme a
opposite Churchill Court
20 Feb Golf Links and Mount Pleasant Inside the Community Links Office, new office, called South
Fleming Road Acton Regeneration, has
27 Feb Havelock Estate Havelock Community Shop, Hunt Road recently opened.
5 Mar Lime Trees and Grange Court Mobile Office, Hawtrey Avenue The office, at 108 Bollo
(near Thorndike Avenue)
Bridge Road, by Hardy
East Area (Acton, Ealing and Hanwell) Court, is open between
Hosted by Kier Building Maintenance 10am and 4pm and staffed
Date Time Estate Location by both Ealing Homes and
8 Jan 2–4pm Copley Close & Cheyne Path Community Centre London Borough of Ealing
10 Jan 2–4pm Green Man Lane Estate Community Centre employees. The office is
10 Jan 10am–12pm South Acton Estate Oaktree Community Centre
open to any resident who
5 Feb 2–4pm Copley Close & Cheyne Path Community Centre
7 Feb 2–4pm Green Man Lane Estate Community Centre has a regeneration enquiry.
14 Feb 10am–12pm South Acton Estate Oaktree Community Centre Why not pop in and find out
4 Mar 2–4pm Copley Close & Cheyne Path Community Centre what plans are underway?
6 Mar 2–4pm Green Man Lane Estate Community Centre
13 Mar 10am–12pm South Acton Estate Oaktree Community Centre
Winter 2007 www.ealinghomes.net keyissues 7
Decent Homes update
Decent Homes
contractors in
the community
M ulalley has recently completed refurbishment and
decoration works at the Viking Community Centre
on Radcliffe Way, and has also installed a new kitchen
in the Medcliffe Community Nursery at Woburn Towers,
Northolt. Everyone is delighted with the results at both
centres and with all Mulalley’s hard work.
The Connaught sponsored Hampton Court trip is
featured opposite, and Breyer have also been getting
involved and developed the Racecourse Estate
Timeline project – speaking with local residents about
what the estate used to be like and finding out how
long people have been living there. Doreen Brown is
‘winning’ so far as she moved into Hill Court an
amazing 50 years ago in 1957!
Another happy Decent [Left] Centre Manager Vivienne Hosking and Mulalley’s
Operations Director Bruce Benson. [Right] Doreen Brown and
Homes resident Breyer Site Manager Danny Quinn.
B renda Dawson, a Racecourse Estate resident, is very
pleased with her brand-new kitchen and bathroom,
installed by Mulalley.
The contractors did a great job and were only working
in her home for two weeks as it’s fairly small and Brenda
spent most of that time with her daughter who lived
nearby, so she didn’t experience much disruption. She
chose the light grey tiles in the kitchen to keep the room
nice and bright and says she’s now just waiting for her son
to give her living room a lick of paint and she’s all sorted!
FOCUS ON APPRENTICESHIPS, TRAINING AND LOCAL LABOUR
Ealing Homes has entered into partnership with PATH National Ltd (a skills development agency)
to develop a project to promote training, local labour and apprenticeships. Firoz Patel started in
October 2007 and he will be working with our key contractors delivering Decent Homes, and
also with local estates, colleges and training and employment providers within the borough.
For more information contact Firoz on 020 8825 9481 or 07809 659171.
8 keyissues www.ealinghomes.net Winter 2007
Decent Homes update
Stepping out from behind the desk
The Asset and Investment Team
has been taking office staff out ‘in
the field’.
T his initiative allows office staff to meet
tenants and contractors and see for
themselves the quality of the work completed.
It gives everyone involved a greater
understanding of what other teams actually do
day to day.
On a recent trip to Broughton Court
everyone was provided with boots, jacket and
hardhat and given a guided tour. The group
visited several homes to see kitchens and
bathrooms in various stages of refurbishment.
Site Manager Steve Tracy explained about the
Hard hats and jackets on Connaught’s Broughton Court site
works going on and the benefits to residents.
Hampton
Court day trip
A combined effort by the Tenancy
Support Team, Service Improvement and
Connaught resulted in a grand day out
for some of our elderly Ealing Homes
residents.
G eraldine O’Sullivan, ably assisted by her Tenancy
Support Team colleagues Parminder Chana and
Susan Habbermass, organised a day trip to Hampton towards palace and grounds’ tickets.
Court in September 2007. Geraldine was grateful for the The day was a great success, the sun shone and the
support from Connaught who very kindly paid for the tenants had a wonderful time. Mr Pearce and Mr Dolan
coach. Brian Lev’y, Client Services Manager, said, “It is wished to thank everyone involved in organising it, Mrs
good to contribute to a happy day out for these elderly McAllister said, “the day couldn't have been better” and
people; they gave us what we have today.” The Service Ms Williams remarked, "the day was lovely – I enjoyed it to
Improvement Team also provided a generous contribution the full.”
Winter 2007 www.ealinghomes.net keyissues 9
Give your opinion
Jargon busters
Would you like to have your say in what goes into
Key Issues and other Ealing Homes’ publications?
W ell you can by signing up to the new Residents’ Editorial Board, made up
of both tenants and leaseholders. The Editorial Board gives us opinions on
what publications are good and not so good, and what changes they’d like to
see in the future.
We’ve nicknamed the group “Jargon Busters” because they also help us avoid
pompous and officious language that people find so irritating.
The Editorial Board’s first job will be commenting on this edition of Key Issues!
Want to know more? Then please contact Andy in the Communications Team
on 020 8825 7075 or email communications@ealinghomes.net.
Interactive services – what do you think?
E aling Homes is considering a new 24-
hour online service which could help
you access information in a way and at a
It would be a fast and simple way to
access your details. The system has strong
security with password protection for areas
time that’s convenient for you. We’d like containing sensitive or confidential
your thoughts on the idea. information. It would also be available in
By using a PC, digital TV or public kiosk different languages and provide support for
you could gain access, through our the visually impaired.
website, to a range of interactive services. Do you think this is a good idea? Please
The new system would enable you to: send us your comments to
• view information on your tenancy communications@ealinghomes.net.
• view repair status Or write to: Ealing Homes Communications
• view rent account details Team, FREEPOST LON 16139, London
• request and complete application forms. W5 2BR.
NEW CUSTOMER SERVICE STANDARDS AND GYPSY AND TRAVELLER
SUPPORT SERVICE INFORMATION
A new Customer Service Standards leaflet is now available. The leaflet outlines the
standards you can expect from each service area, including Caretaking, Decent Homes
and Repairs. Pick up a copy from your local Area Office.
We also have a new Gypsy and Traveller Support Service information pack, which
provides details on the assistance and support available to the Gypsy and Traveller
communities. Keep a look out for a copy at your local Area Office.
Both publications are also available online at www.ealinghomes.net.
10 keyissues www.ealinghomes.net Winter 2007
Dates and contact numbers
Don’t forget Christmas
opening hours
the rent this T his year the Ealing Homes offices
will be open between Christmas
Christmas and New Year on Thursday 27 and
Friday 28 December 2007. The Area Offices will also be
open as usual and all normal services will be available.
Decent Homes construction sites will be closed for at
least two weeks over the Christmas period so please take
Christmas can be an expensive time
extra care, particularly with regard to the scaffolding.
of year, and it can be very easy to If you need any help or information some important
allow rent payments to slip during numbers are listed below:
the festive season. Repair Link:
West: 0800 181541
B ank and swipe card payments can be made as
usual at your local bank or Post Office,
however, we will not be taking telephone payments
East: 0800 181744
during the Christmas period.
Emergency Repairs
If you have not made regular payments over
(out of hours): 0871 474 9784
Christmas, we will be in touch with you in the New Emergency Lift
Year to request the outstanding balance, so please repairs: 020 8825 5000
plan ahead.
If you have not done so already, why not Decent Homes: 020 8825 7641
switch to Direct Debit in 2008? Paying
automatically from your bank account
means one less thing to remember – PROBLEMS WITH YOUR HEATING?
pick up a direct debit form from your If you have a problem or a query regarding your heating,
Area Office. remember to call our heating contractors (instead of
Did you know Ealing Credit Repair Link) direct on the numbers below:
Union provides benefit West (Greenford, East (Acton, Ealing
claimants with loans for Northolt, Perivale and Hanwell)
essential items at a very low and Southall)
interest rate, with no other Individual Quality Heating KBR Cardinal Heating
charges? Call 020 8573 8010 boilers 01494 795000 020 8832 2430
for an appointment. Communal KBR Cardinal Heating
Further information about your heating 020 8832 2564
rent, welfare benefits, and basic Please note these phone numbers are only open during
debt advice is available from your office hours. For emergency heating repairs, phone the
Rent Officer. Some other useful out of hours line on 0871 474 9784 (except lift repairs
numbers are: 020 8825 5000).
National Debt Helpline:
0808 808 4000
Credit Action:
0800 138 1111
keyissues 11
EALING HOMES CONTACTS Who does
what?
AREA OFFICES WEST EAST
Area Office WEST (Greenford, Northolt, EAST (Acton, Ealing and Hanwell)
Perivale and Southall) 16-20 New Broadway
301 Ruislip Road Uxbridge Road
www.ealinghomes.net
Greenford Ealing
Middlesex UB6 9SE London W5 2XA EALING HOMES
020 8825 8833 020 8825 8822 deals with:
housingwest@ealinghomes.net housingeast@ealinghomes.net
• Repairs
Opening hours Monday and Tuesday: 9am–4.30pm • Wednesday: 10am–4.30pm
Thursday: 9am–6pm • Friday: 9am–4.30pm • Major works
Phone service Monday, Tuesday, Wednesday and Friday: 9am–5pm • Antisocial
Thursday: 9am–6pm behaviour
REPAIRS • Graffiti removal
Repair Link 0800 181541 0800 181744 • Tenancy issues
repairs@ealinghomes.net • Caretaking and
Phone service Monday, Tuesday, Wednesday and Friday: 8am–5pm cleaning
Thursday: 8am–8pm • Saturday: 9am–12pm
• Fixing up homes
Heating for new tenants
Individual boilers 01494 795000 020 8832 2430
Communal boilers 020 8832 2564 • Right to buy
applications
EMERGENCIES Out-of-hours emergency repairs, call 0871 474 9784
Lift emergency repairs, call 020 8825 5000 • Resident
involvement
OTHER SERVICES
• Leaseholder
Antisocial Behaviour 0800 011 3932 0800 011 3920 issues
asb@ealinghomes.net
• Ealing Homes
Complaints 020 8825 8666
service complaints
complaints@ealinghomes.net
Decent Homes 020 8825 7641
decenthomes@ealinghomes.net
Estate Services 020 8825 8593
caretaking@ealinghomes.net
Home Ownership Services homeownership@ealinghomes.net
Right to Buy 020 8825 9506
Leasehold 020 8825 8291 EALING
Refuse, Communal areas COUNCIL
Maintenance, Fly-tipping 020 8825 6000 deals with:
and Graffiti graffiti_flytipping@ealing.gov.uk • Policy and housing
Pests 020 8825 6644 strategy
pestcontrol@ealing.gov.uk
• Regeneration of
estates
HOW ARE WE PERFORMING?
Quarter 2 Target 07/08 • Roads and lighting
Telephones answered in three rings Phone change over – no data 90% • Refuse collection
Complaints answered in target time 95% 94% • Communal areas
General correspondence answered within six days 99% 93% maintenance
Repairs done on time 93% 96% • Abandoned
Satisfaction of tenants with the quality of repair work 94% 93% vehicle removal
Current tenant rent arrears £2,009,835 £1,900,000
Number of rent arrears evictions 8 n/a • Complaints about
Number of new antisocial behaviour cases 283 n/a council services
Number of antisocial behaviour cases resolved 259 n/a • Homelessness
and LOCATA
transfers
Ealing Homes manages council properties on behalf of Ealing Council. • Monitors Ealing
Key Issues is edited by Ealing Homes Communications Team, FREEPOST LON 16139, London W5 2BR. Homes
Telephone: 0800 328 3632 • Email: communications@ealinghomes.net
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