Openhouse Winter 2018

OPENHOUSE WINTER 2018

Crown Simmons Residents’ Newsletter

Talk to the Customer Services Director Directly

Helping People at Risk of Homelessnesss We’re due to start work at Mole Abbey in February 2018, building 28 new homes for local people. In the Summer, staff and service users from RentStart helped clear the gardens at Mole Abbey in preparation to use the empty homes as temporary accommodation for RentStart’s service users.

Helena from RentStart said, “Crown Simmons offered RentStart the properties on a short term basis as tenants moved out in readiness for the re-building project, so that the homes could house clients temporarily whilst they were waiting to secure permanent accommodation. We have been able to house eight people within this project ranging from one who had been sleeping in his car, to those forced to sofa surf amongst family or friends, to others living in shared accommodation waiting for a place of their own.

on Wednesday, February 21, 2018 Do you have something regarding Crown Simmons that you would like to discuss with Customer Services Director, Emma Solomons? If so then get in touch on Wednesday 21 February to speak to Emma directly.

Whether you have a comment, compliment or complaint, - Emma would love to hear from you, and said of the day, “At Crown Simmons we pride ourselves on our customer care and that starts at the very top of the organisation. I treasure the opportunity to speak directly with residents, and I’m looking forward to residents phoning me directly in February.” You may find it helpful to have anything you want to discuss ready beforehand, to cover everything that you wish to say.

To take part, call 01372 461445 between 1pm and 7pm on Wednesday 21 February. You can also comment at facebook.com/crownsimmons and twitter.com/ crownsimmons (@CrownSimmons)

Homes in Raynesfield to Remain Affordable In July 2017 we purchased 28 homes in Merton from the Mayor’s Office for Policing & Crime (MOPAC). MOPAC’s original plan

There is a serious lack of affordable accommodation within

was to sell the estate. However, after a campaign by residents

Elmbridge, which means that our clients struggle to find

and local councillors, the Deputy Mayor for Policing & Crime

secure housing. We are very grateful to Crown Simmons

announced a change in strategy and we were able to negotiate

for joining us on this project and helping to alleviate the

buying the homes, allowing the existing residents to stay, and

problems of homelessness within Elmbridge.”

retaining the homes as genuinely affordable rented housing.

Our service standards

A day in the life of…

Who to contact for repairs

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Our Service Standards Residents worked with us to establish our service standards for contractors in our estate services. Our Estate Service includes the cleaning and grounds maintenance of all internal and external communal areas owned or managed by Crown Simmons. Whilst we are responsible for, and committed to, delivering good quality estate services, the effective management of our communal areas is a shared responsibility of Crown Simmons, our residents and our contractors.

Our estate service is based on three underlying principles that we believe foster a culture of trust: ■■

CONSISTENCY in terms of the standards and delivery across Crown Simmons homes, although we recognise the need for flexibility in the way services may be delivered locally

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CLARITY for staff, residents and contractors about our respective responsibilities and expectations

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COMMUNICATION between all parties that is open, honest, transparent and timely

Our Service Standards We understand that different schemes may require different approaches so the below is a general outline of the standards that have been established. Different schemes may wish to enhance or tailor the level of service provided and this will be done in consultation with residents. Given estate services are paid for by service charges, any changes will only be implemented if the majority of affected residents agree.

Internal cleaning Internal communal areas and facilities (including hallways, lounges, lifts and laundry rooms) should be visibly clean, tidy and free of offensive odours In particular, communal areas and rooms should: • Be clear of personal items • Be free of rubbish, litter and junk mail • Be free of dust and cobwebs • Be fresh smelling and free of offensive odours (not cooking smells) • Have clean windows and glass, free of smears and finger marks • Have light fittings that are clean and free of insects and cobwebs • Have bannisters and handles that are clean • Have paintwork that is free of mud, smears or other marks • Have floor coverings that are clean

External cleaning External communal areas should be clean, tidy and free of litter.

In particular, external communal areas should: • Be free of litter, graffiti, animal faeces and bulk items • Have paths, car parks and other communal areas that are clear and free of a leaves, weeds and moss • Have bin areas that are tidy with all rubbish placed in the appropriate bins • Have windows and window ledges that are clean and free of cobwebs • Have communal stairwells and lifts that are swept and free of rubbish, debris and bird or animal faeces • Be free of cigarette butts or overflowing ashtrays

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Working in partnership – our respective responsibilities Crown Simmons want to work in partnership with our residents and contractors to achieve these standards.

Residents’ responsibilities We want our residents to be proud of where they live and therefore we ask that our residents respect their scheme and meet their responsibilities to keep it clean and safe. We rely on the feedback from residents where the standards are not being met or where problems arise.

In particular we expect residents to: • Report any issues promptly and let Crown Simmons know if contractors are not delivering the expected service • Keep all communal areas clean, tidy and free from personal items

Grounds Maintenance

• Dispose of rubbish correctly and considerately; using the correct refuse facilities and recycling responsibly • Dispose of large unwanted items and furniture

Grounds should be well kept, tidy and free of rubbish.

responsibly by using local recycling sites/local

In particular, communal gardens and grounds should:

authority collections

• Have grassed areas that are neat and tidy and not too

• Report things like graffiti, abandoned cars, lights not

long, free of debris and cuttings • Have communal beds, borders and hedges that are tidy, weed free, and not obstructing footpaths • Have shrubs that are well planted, healthy and

working, bulk rubbish, etc.

Crown Simmons responsibilities Crown Simmons is responsible for:

maintained correctly • Have no diseased, dangerous or dying trees • Have gravel that is sufficient to cover the weed barrier or surface • Be free of brambles • Have no ivy growth on trees and buildings

• Delivering the core standard as outlined in this document • Involving residents in decisions regarding their local scheme • Working with residents to monitor our standards and contractors’ performance

Contractors’ responsibilities We rely on our contractors to work together with us to identify any issues or concerns and deliver a service they can be proud of.

In particular they are responsible for: • Delivering the core standard as per this document • Reporting to Crown Simmons any issues or concerns, such as bulk rubbish, abandoned cars, personal belongings, dangerous trees, etc.

For a full list of Service Standards, including how we will ensure we meet these standards, please visit www.crownsimmons.org.uk/service-standards P3

A Day in the Life of...

Ellie, Neighbourhood Manager Hi Ellie, in three words, what is a typical day with Crown Simmons like? Varied, rewarding and challenging.

You work closely with residents. What is the best part of this? When they say thank you for my lovely new home and you know that you have really made a difference to their lives.

What kind of things should residents speak to you about?

Any tenancy issues such as; anti-social behaviour, noise nuisance, problems with paying rent, neighbourhood issues.

Is there anything you’d change about your role? Sometimes I wish there were more hours in the day so that I could help more people.

Who to Contact for Repairs Our contract with KNK ended in December 2017. All eligible, general

Switch Electricity or Gas Suppliers and Save with Energy Angels Energy Angels have provided

repairs, including those which are

Crown Simmons’ residents with

out-of-hours emergencies, should

an impartial, energy comparison

now be reported to our new repairs

service. This means you can check

contractor, Gilmartins on 01372 619519. All boiler, gas or hot

the prices for electricity and gas

water repairs should be reported to our new gas and heating

for all suppliers in the UK, and

contractor, BSW on 0800 012 6991 (however, gas leaks

know you’ll be getting the best

should be reported to the National Grid on 0800 111999).

Residents who have a ‘community alarm system’ (red cord) should pull the red cord for an emergency repair or medical emergency.

Save Money on Rail Travel

price.

Check to see if you can save on your energy by visiting the energy angels website here: http://energyangels.co.uk/ crown-simmons-housing/

be increasing the young person’s railcard age, from 25 to 30,

Leasehold Service Charge Interest Rates

from Spring 2018. The discount card enables people up to the

We will be reviewing Leasehold Service Charges and may

age of 30 to get up to a third off the cost of their rail travel, and

charge interest from 1 April 2018 on any arrears based on

can be used on trains across the UK and in London. The railcard

the interest rates indicated in the leases. Under the terms

is currently being trialled, but you can find out more by visiting

of the leases we are able to charge interest at a percentage

www.26-30railcard.co.uk

above the base rate of banks for amounts outstanding.

The government announced in November 2017 that they would

For all other railcards, visit www.railcard.co.uk to see if you are eligible.

First Floor, Aissela, 46 High Street, Esher KT10 9QY TEL: 01372 461440 WEB: www.crownsimmons.org.uk EMAIL: enquiries@crownsimmons.org.uk

If you’re a leaseholder, and you think you owe service charges, please contact us for an up-to-date statement.