'Tis the season to recycle!
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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.firstname.lastname@example.org. 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 email@example.com. 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 firstname.lastname@example.org. • 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: email@example.com firstname.lastname@example.org • 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 email@example.com • 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 firstname.lastname@example.org • Ealing Homes Complaints 020 8825 8666 service complaints email@example.com Decent Homes 020 8825 7641 firstname.lastname@example.org Estate Services 020 8825 8593 email@example.com Home Ownership Services firstname.lastname@example.org 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 email@example.com • Policy and housing Pests 020 8825 6644 strategy firstname.lastname@example.org • 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: email@example.com