1690 sbs winter 2014 web

East Thames residents’ magazine

Get involved in your community See pgs. 4-5

involved

THAMES

Issue 86 | WINTER 2014

by

street street

residents

Universal C redit launc he Find out if you are aff s soon. ected.

See page 6.

Learn more about how we’re ensuring that you stay warm this winter. See pgs.10-11 Read about training and mentoring workshops on pgs. 8-9

www.east-thames.co.uk www.east-thames.co.uk

www.east-thames.co.uk

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Contents & welcome

Contents 2

Contents & welcome

3

East Thames catch up

4-5

East Thames community

6-7

Money matters

8-9

Jobs & training

9

Online buzz

10-11

Your home

12

On the move

13

How we’re doing

14-15

Out & about

16

Contacts

lding, of Julie Spa member d n a t n e panel mes resid nication East Tha u m m o c ents’ the resid

Welcome to another edition of Street by Street, which this time features some interesting articles about the services that East Thames provides for people who might need extra support in their day to day lives.

Four years ago my husband, who was also my carer, passed away and East Thames’ support services came to my aid. They were compassionate and helped me to get through such a tough time, especially when I really needed a helping hand.

It wasn’t just assisting me to get the right help I needed in terms of the things I had to do or the support I was entitled to with the passing of my husband. It was more about having a friendly face around, someone that was there just to listen to me, in person or on the phone. It really was an invaluable service. Those of you who are in genuine need may not realise just how much they can help you to see light at the end of a dark tunnel. Do read the features on page 4 and 5, and remember that you are not alone.

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Elsewhere in this issue look out for tips and advice about keeping your home warm and dry over winter, and information about the services we’ll be providing during the festive period. We would all like to wish you a happy holiday and prosperous new year.

Street by Street keeps you informed about our services and community initiatives. If you have a story, any questions, feedback or want to shape the next issue of the magazine by joining the residents’ communications panel, email marcoms@eastthames.co.uk or call 020 8522 8769. The deadline for the next issue is Friday 9th January 2015.

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Street by Street is produced by the Marketing and Communications team, East Thames Group, 29-35 West Ham Lane, Stratford E15 4PH Editor: Jade Bradford Designer: Rably Malik Tel: 020 8522 3204 Email: marcoms@east-thames.co.uk

East Thames catch up

One to One with Yvonne Arrowsmith Chief Executive Officer, East Thames I am delighted to have joined East Thames in October, and welcome the opportunity to lead the Group. My first few months will be spent learning about what works well and what could be improved. I will visit schemes and properties, and speak to as many residents as I can along the way. I am keen to see what we can do to ensure that all of our services deliver the best customer experience.

During my career I have managed care and support

services, housing services, a customer contact centre and social and economic regeneration, so customers have always been at the heart of what I do.

Before coming to East Thames, I had been working as Group Operations Director for another large housing provider. I had been there for 22 years, and was considering what I wanted to do next. I had said there were only a few organisations that would interest me, and was thrilled when the Chief Executive

position became available at East Thames. I had worked with staff from East Thames before, and was born and raised in east London and Essex. I also knew that East Thames has a reputation of having a good heart.

I look forward to getting to know both the business and the residents. If you would like to share your ideas about how you think East Thames can get better every day, email me on chiefexecutive@east-thames. co.uk.

East Thames Snippets Bite sized updates to keep you in the know

ow Did you kn is a subletting ence? f f o l a n i m i cr

New phone numb

Using this n umber shou ld cost no mo re than a lo cal call from your la ndline and s hould be included in your minu tes allowance o n your mob ile.

home safe

If you’re g oing away : • Don’t leave valu a bles on dis • Lock w play. indows an d doors • Install timers for your lights • Ask so meone yo u trust to your prop watch e rt y • Tell the local polic e • Burgla rs are opp o rtunists, d give them on’t a chance!

ilty t found gu n a n te s e ham ould Any East T property c ir e th g in Find out of sublett nd a fine. a ort n o s ri p face ou can rep y w o h g din . more, inclu www.east-thames t: a g . sublettin ing-fraud ling-hous k c a /t k .u co

To help kee p your phon e bills down, we’v e changed o ur contact cen tre number to: 0300 303 7 333.

Keep your

er

National e Fraud Initiativ

takes s East Thames Every two year ive, nal Fraud Initiat io at N e th in t par and es information which compar detect p sidents to hel data on our re find out aud. You can fr t n ve re p d an ation ow your inform more about h ames. h -t : www.east will be used at tive al-fraud-initia co.uk/nation

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East Thames community

k o lo r e s lo c a e k a t s t n e id s e R at our services up of East The Housing Scrutiny Panel is a gro dent chair, Thames residents, led by an indepen ance and form per which examines East Thames’ es min two service services. Each year the panel exa ommendations on areas in detail and then makes rec how East Thames can improve. charges and Last year the panel looked at service mendations allocations and lettings. Their recom included: Service charges: review • Involving residents in the policy how much • Providing a clear breakdown of services cost ing repairs • Providing timescales for complet (including communal repairs)

about the • Providing important information property prior to viewing. for registering • Improving the current process applications review • Involving residents in the policy ommendations After six months, 15 of the 20 rec d. Full reports made by the panel had been achieve nd here: and recommendations can be fou -panel tiny cru www.east-thames.co.uk/s management s This year the panel will review void e ready to let), (the process to make an empty hom improvements complaints, and will also oversee el will meet with made to our repairs service. The pan , and look at what staff, visit residents and properties other housing associations do.

Allocations and lettings:

Resident Involvement Review We are looking for Residents to work with us to develop our Resident Involvement Strategy – this will set out how we will involve and listen to our residents from next year onwards.

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This is a great opportunity to learn new skills, meet new people and make a real difference. To find out more contact the resident involvement team on 020 8536 3957 or email residentinvolvementteam@east-thames.co.uk

East Thames community

Floating Support

Domiciliary Care

Floating Support provides help for people who may struggle to live independently in their own home. The aim is to provide short-term support to overcome specific difficulties and encourage greater independence.

We offer domiciliary care to residents who live in the Havering area. The domiciliary care service helps adults and older people with a variety of care and support needs, with a focus on care for older disabled people.

Each local authority sets out who is eligible to use these services. Support can focus on help around the home, accessing community resources, tenancy and housing problems, benefits, budgeting and paying bills. It can also signpost to other services that might be able to help, including voluntary organisations and employment support services.

To find out what floating support services are available in your area contact your local authority social care team. For details of your local authority social care team visit www.east-thames.co.uk/local-resources.

Our team are all fully trained and work with other health and social care professionals, so you could also receive help at home from district nurses, occupational therapists and social workers. We might also be able to help outside the home, with things like hospital appointments, social events, or shopping.

The charge for this service is £14.45 an hour, but you might be able to get help with the cost. For more information on domiciliary care please contact 01708 378 500.

Get involved wherever you are Moving to a new street can be daunting, especially if you don’t know any of your neighbours, but there’s no reason to feel alone. There are lots of ways you can get involved with your community and meet new people.

Visit your local community centre or library and see if they have any events you can attend. Volunteering in the local area is always a great way to make friends. You could join (or form!) a community group, neighbourhood watch or residents’ association, so you can get to know your neighbours whilst improving the community. And if you do end up doing something great in your community, don’t forget to share it with us!

For details of local libraries and community centres in your area visit www.east-thames.co.uk/local-resources.

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Money matters

Universal Credit

is coming...

From January 2015, single people claiming benefits for the first time will be awarded a new benefit called Universal Credit if they are eligible.

You don’t need to do anything if you’re already claiming any benefits - you’ll be told when Universal Credit will affect you.

What is Universal Credit?

Universal Credit is a new, simpler monthly payment combining some existing benefits and tax credits.

Universal Credit must be managed online.

• Working Tax Credit • Housing Benefit How can I claim Universal Credit?

You should make your claim online at www.gov.uk/universal-credit, then check on your payments and updates through your online account. If you need help with your claim, you can contact the Universal Credit Helpline on 0345 6000 723 or text phone 0345 6000 743 between 8am - 6pm, Monday to Friday. You can ask the person on the helpline to call you back so you don’t have to pay for the call.

Universal Credit will replace: • Income-based Jobseeker’s Allowance • Income-related Employment and Support Allowance • Income Support • Child Tax Credit

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What do I do if I haven’t got a computer?

The job centre can tell you about local places where you can access the internet for free, most local libraries will have computers you

www.east-thames.co.uk

can use, or you can use one of the computers in the reception of our West Ham Lane office. Alternatively, you can find out more by visiting www.east-thames.co.uk/localresources How will I receive my benefits?

Universal Credit will be paid into your bank account. If you receive housing benefit as part of your Universal Credit, the money for your rent will be paid directly to you, and you will be responsible for paying it to East Thames.

If you have any concerns about Universal Credit, benefits, or paying your rent please contact our welfare benefits advisors using the details on page 7.

The Money Advice Service offers free, impartial money management advice - www. moneyadviceservice.org.uk.

Money matters

Don’t forget the rent We know that December and January can be difficult months when it comes to money, with all the presents, family dinners and parties. But it’s really important to stay on top of rent payments at this time of year too.

Please continue to pay your rent as usual during the holiday period.

If you think you’ll be strapped for cash come January, start preparing

now. You could start saving and put money aside. Or you could get ahead on your rent and overpay now, so you have less to pay in January.

If you’re having difficulties paying your rent, get in touch on 0300 303 7333. We can help you work through your money problems and plan how you’ll pay your rent this Christmas.

We can help - contact us

can help. Visit and there are now more people who ed, and exp has team efits ben s on 0208 Our advice and welfare speak to our welfare benefit adviser or , tion rma info re mo for fits ene sure you’re www.east-thames.co.uk/b managing your money and making t, oun acc k ban a up ing sett ut ames.co.uk.

522 2331. You can talk to us abo ail us on welfare.benefits@east-th em also can You to. itled ent ’re getting the benefits you

Look after your pennies and still stay warm Heating your home can be expensive, so here are a few tips to stay warm at home this winter: • Close your curtains earlier – thick curtains keep out the cold and stop heat escaping through the windows.

• Make sure radiators aren’t covered so heat can circulate.

• Turn down your thermostat by 1°C – this could save up to 10% on your heating bill.

• Some energy providers have cheaper electricity rates at off-peak times so using your washing machine and tumble dryer at these times could save you money. Talk to your supplier to find out more.

• Turn down individual radiator thermostats when you’re not in a room.

• Fit draft excluders around your doors, windows and letterboxes (but make sure you don’t

obstruct the fire/smoke seals around your flat’s front door or kitchen door, as that will prevent them from working in the event of a fire).

• Attach reflector panels to the wall behind your radiator to prevent heat loss and increase the temperature in a room.

• Avoid using towel rail radiators as these can be more expensive than a standard radiator.

Paying the difference If your housing benefit no longer covers the full cost of your rent, you can pay the difference over the phone with a credit or debit card, by direct debit or using a swipe card. Simply call us on 0300 303 7333. If you are struggling to pay the extra costs please get in touch as soon as possible so wewww.east-thames.co.uk can help you.

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Jobs & training

Networking and building a personal brand

Barclays Mentoring Programme East Thames and Barclays have been working in partnership for 5 years, mentoring young people who are facing the challenges of looking for work, and encouraging them on the path to a rewarding career.

Lots of the young people who join our mentoring scheme go on to find employment. So far this year we have paired up 24 young people with mentors from Barclays.

Rachel, an East Thames resident who took part in the scheme said: “The East Thames employment and training team put me on the Barclays mentoring scheme.

I used to really struggle with interviews but after talking with my mentor, Matthew, I began to see that I had nothing to worry about. Matthew taught me tricks to help me calm my nerves. I took part in a number of workshops. At the end of the

Above: Barclays mentee Rachel Fraser

programme we had mock interviews with senior members of staff from Barclays which really helped with my confidence.

Over the next few months, our employment and training team will be running courses to help you get ahead in your career by building a strong work ethic, positive attitude, good communication skills, time management abilities and most importantly self-confidence. If you are interested in taking part in one of these sessions please contact our employment and training team on 020 8522 2221 or email ete@ east-thames.co.uk.

“The skills I gained helped me get three job offers and I now have a permanent job in administration which I am really Confederation_ Option 1 enjoying. Anyone who is looking Slogan Job specific for work or needs extra support should contact the employment and training team. I know I would not be where I am without them.”

Finding the right programme for you East Thames offers a number of free courses to help you find a job or benefit from training.

ROUTES TO WORK is a work experience and business mentoring programme giving you valuable on-the-job experience to help you get full time work.

WORKWISE is a series of friendly group sessions to help you improve your chances of getting a job. The sessions include help to search for a job.

COMMUNITY CHAMPIONS is a volunteering programme centred around projects that will improve your local area. The programme helps you learn new skills and increases confidence in work situations.

Winsor Park HUB is a drop in centre which provides support to Newham residents, matching skills and job aspirations with local vacancies.

REGISTER ONLINE: visit www.east-thames.co.uk/ete or talk to our employment and training team today about the service that’s right for 020 8522 2221 or email ete@east-thames.co.uk. sbsyou. Call www.east-thames.co.uk

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Online buzz

Training Opportunities Have you used our free training and employment service in Beckton? Our team at the Winsor Park community centre can help you with your CV and job application forms, money management, interview skills and much more.

To get involved you must be 19+, unemployed and living in Newham, Tower Hamlets or Barking and Dagenham. To find out how we can help call 020 7511 5946 or visit www. east-thames.co.uk/Employment-Hub.

Did you know?

online buzz

What’s g online happenin

Going online is the best way to stay up to date with everything going on with East Thames and our residents. We post news, events, jobs, and all kinds of upto-the-minute information. You can visit the East Thames news page www.eastthames.co.uk/news, follow @EastThamesGroup on twitter or go to www.facebook.com/EastThames.

East Thames reunites family after 20 years

You can register your interest in our courses online. Visit www.east-thames.co.uk/ete for more information.

We put all our job vacancies on our website.

To see what vacancies we have and to apply, visit www.east-thames.co.uk/careers.

Staff from Dames House, East Thames’ care scheme for older people in Waltham Forest, are celebrating after reuniting a resident with his family after 20 years apart. Thomas Harvey, 53, lost contact with his family after moving from Scotland to London more than 20 years ago. In August this year, he was reunited with several members of his immediate family thanks to the combined efforts of support staff at both Dames House and the St. Mungo’s Broadway charity. To read the full story visit www.eastthames.co.uk.

For all the latest news and information visit: www.east-thames.co.uk

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Your home

Winter preparat Winter is here and we’re ready for the change in weather. As it gets colder, the work our repairs partner Interserve carries out will change to make sure you’re safe and warm in your home.

Keeping your boiler in top condition for the winter In the last issue of Street by Street we told you that we would be prioritising our gas servicing work. We want to make sure that as many of you as possible go into winter with a fully serviced boiler. So far the work is going well and we are ahead of schedule. We have already serviced: • 77% of all the boilers due to be looked at in November • 50% of all the boilers due to be looked at in December • 20% of all the boilers due to be looked at in January As your landlord, East Thames has a legal obligation to service your boiler once a year. Faulty boilers can be dangerous so it’s important that you give us access to your home to carry out these checks. We will contact you to make an appointment in advance of our visit.

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Visits from our workmen Throughout the year Interserve carries out routine surveys of our homes on behalf of East Thames.

These surveys are used to assess the condition of properties, and the information is used to program our planned maintenance. Individual properties are not surveyed every year, however if you are visited by one of our property inspectors, they will need to be let into your home. Our inspectors will always carry identification, which they should show you before you let them in. If you have any doubts about the identity of someone claiming to be an inspector, don’t let them into your home and notify us on 0300 303 733 immediately.

Your home

tions Gritting program This winter we will aim to grit around our care schemes, foyers, community centres and uncovered ramps and stairs on our estates within 24 hours of a severe weather warning. We will aim to grit lower priority pedestrian access routes within 48 hours, but in exceptional weather conditions, such as prolonged snowfall, it may not be possible to meet these timescales. Gritting plans will be posted in the front entrances of care schemes, foyers, community centres and estates with ramps or stairs. If a plan hasn’t been posted where you live, talk to your neighbourhood manager or scheme manager. When gritting we will concentrate on ensuring residents can exit and enter the building, main roads and highways safely.

Stay safe at Christmas

that Christmas can be a n fire, it is important to remember ope an on g stin roa uts stn che r As you enjoy you stays merry: ty. To help ensure your Christmas hazardous time of year for fire safe green ones are safest. The you do use a real tree, then fresh If . tree as istm Chr fake a use to • Try pull back from the branches needles should be fairly difficult to or heat vent any heat source, including a fireplace • Don’t place your tree close to in good working order et British safety standards and are me ts ligh tive ora dec e sur ke Ma • • Do not overload sockets perty night and when you leave your pro • Switch off decorative lights at ttended or near curtains • Never leave candles burning una tive lights, candles, fire places er, greeting cards away from decora pap ng ppi wra s, tion ora dec all p • Kee s’ waste removal and heaters tree, please follow your local council as istm Chr r you ove rem to es • When the time com re they could be a hazard as tree in communal corridors whe instructions. Don’t leave your Christm during evacuations or fuel for fire.

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On the move

hot properties Butterfly Gardens, East Ham We have six new one, two and three bedroom apartments available through shared ownership, at our Butterfly Gardens development at Plashet Grove, Newham. These new homes, launching in January 2015, are five minutes from East Ham tube station, making for an easy commute into central London. They also have great links to the A12 and North Circular. Details about viewings will be available closer to the launch so look out for more information at: www.east-thames.co.uk/property/butterfly-gardens.

Call: 0300 303 7333

Mayfield, Chingford Our Mayfield development in Chingford, Waltham Forest, offers six brand new affordable, three storey, three bedroom town houses.

The homes are located in the midst of parks and woodland, but with good transport connections to London as well as a variety of shops and local amenities. Launching in January 2015, each of these modern attractive homes comes with its own parking space.

For more information visit: www.east-thames.co.uk/property/mayfield.

Call: 0300 303 7333

The Dockyard, Poplar We will be launching a new development of one, two and three bedroom apartments in Poplar, Tower Hamlets for sale through shared ownership in January 2015. The homes are located close to Langdon Park DLR which easily connects you to central London and Stratford. Canary Wharf is also within walking distance. You can register your interest now by calling 0300 303 7333. For more information visit: www.east-thames.co.uk/property/dockyard.

Call: 0300 303 7333

The View, Bow In February 2015 we will be launching four stunning two and three bedroom penthouse apartments in Bow, Tower Hamlets, with amazing views across London, for sale through shared ownership.

Mile End and Bow Road underground plus Bow Church DLR stations are all less than a mile from this property. The homes are also located close to a variety of local amenities, with Stratford town and the Westfield centre both just over a mile away.

To find out more about these exclusive homes visit: www.east-thames.co.uk/property/casa.

Call: 0300 303 7333

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How we’re doing

Quarterly performance Jul - Sept 2014

Repairs and maintenance

X Customer service standards (*this does not incude repairs performance)

83% of telephone calls into our customer contact centre were dealt with on the first enquiry.

Target: 80% Result: 83% Breakdown: 29,517 out of 35,699 calls.

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86% of calls to the customer contact centre were answered within 20 seconds.

Target: 90% Result: 86% Breakdown: 30,637 out of 35,699 calls.

72% of customers were satisfied with works carried out to their property.

Target: 91% Result: 72% Breakdown: 442 out of 611 residents surveyed.

What we’re doing: Interserve is improving the system they use to track repairs and East Thames is improving the way we supervise work.

X

63% of repairs were completed on the day of the first appointment.

Target: 83% Result: 63% Breakdown: 297 out of 468 residents surveyed.

What we’re doing: Interserve is improving the way the contact centre team identifies repairs to ensure the right tradesperson attends each appointment.

Community programmes

P ails

ontact det

ys.co.uk/bu e m a th ts a es. sit: www.e .east-tham w w w r o me -rent-a-ho g-home. o.uk/movin m) 3 (9am-5p 3 3 7 3 0 3 Call: 0300 es.co.uk east-tham @ s ie rt e p eastEmail: pro ingsteam@ tt le r o ) s le gs) (for sa k (for lettin .u o .c s e m tha

Between July and September, we delivered 168 employment and training sessions.

Target: 100 Result: 168 Breakdown: This quarter we had a total of 175 customers attending the sessions, 92 were new customers and 46 out of the 92 were East Thames residents.

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We’ve met our target

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We’re close to meeting our target

X

We’ve missed our target

Development and property

X

Between July and September we finished work on 77 new homes.

Target: 129 Result: 77 Breakdown: 72 Havering (Harold Wood Hospital), 5 Redbridge (Becket Close).

Why: Handovers have taken longer than anticipated as we have taken more time to meet East Thames’ high quality standards.

Antisocial behaviour handling 40% of residents were satisfied with the way their ASB complaint was handled.

Target: 50% Result: 40% Breakdown: 8 out of 20 residents surveyed.

What we’re doing: We are reviewing all feedback where a resident has been dissatisfied to understand what changes are needed to our service. We have also commissioned an external review of our ASB service to improve the services we provide to our customers.

X

Note: All figures have been rounded to nearest whole number.

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Out & about

ESSEX East Thames and Interserve give up their Sunday to raise £1,160 for the Ben Kinsella Trust and East Thames’ community based charities.

tower hamlets As the regeneration continues at New Union Wharf, residents saw examples of their kitchen finishes and enjoyed lots of free activities for all the family.

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NEWHAM Barclays UK staff swap their calculators for a shovel to makeover Megs Almshouses in Forest Gate.

ESSEX Our Breakaway fun day raises £600 so guests in need of respite care can have a better experience whilst staying there. Attendees included the Mayor of Thurrock, Cllr Steve Liddiard.

Out & about

Before

After

waltham forest Care scheme worker Jimmy stands proud in the brand new kitchen at the Greg Close scheme, fitted by our repairs partner Interserve.

Want to see your community, scheme or estate represented? Send your photos to marcoms@eastthames.co.uk. You could be featured in the next issue!

Newham Congratulations to Dreywood residents Ernest and Christine who tied the knot earlier this year.

BARKING & DAGENHAM The Mitchell Huth Memorial Fund, based at Starting Point, celebrate becoming Sainsbury’s Romford Charity of the Year.

For further details on these stories visit the news section of our website on www.eastthames.co.uk/news

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Contacts East Thames

Local Councils:

Address: 29-35 West Ham Lane, Stratford, London E15 4PH (open Mon-Fri, 8.30am-6pm)

Barking & Dagenham: E: 3000direct@lbbd.gov.uk T: 020 8215 3000 W: www.lbbd.gov.uk

Newham: T: 020 8430 2000 W: www.newham.gov.uk

Customer contact centre: Customer Contact Centre: 0300 303 7333 (Mon-Fri 8.30am-8.30pm)

Essex: W: www.essex.gov.uk

includes links to all

district councils

Redbridge: E: customer.cc@ redbridge.gov.uk T: 020 8554 5000 W: www.redbridge.gov.uk

Email: info@east-thames.co.uk Repairs email: EastThames.Repairs@ interserve.com Web: www.east-thames.co.uk

Harlow: E: contact@harlow.gov.uk T: 01279 446655 W: www.harlow.gov.uk Havering: E: info@havering.gov.uk T: 01708 434343 W: www.havering.gov.uk

Facebook: www.facebook.com/EastThames

Tower Hamlets: E: generalenquiries@ towerhamlets.gov.uk T: 020 7364 5020 W: www.towerhamlets.gov.uk Waltham Forest: E: wfdirect@walthamforest.gov.uk T: 020 8496 3000 W: www.walthamforest.gov.uk

about us East Thames is a registered social landlord and social regeneration charity with over 30 years’ experience of providing affordable homes.

Our mission is to make a positive and lasting contribution to the neighbourhoods in which we work which we do through different parts of our business.

We manage and/ or own more than 14,000 affordable homes.

We give people a chance to succeed through community programmes that include: employment and training, art and culture, sustainable living, and health and wellbeing.

We provide support and accommodation in over 80 schemes for people with a wide range of needs, including: older people, younger people at risk of becoming homeless, people with a learning disability or mental health needs, and women escaping violence.

For free translation of this magazine for East Thames residents, call:

Come along to Reclaim at the Lane You can: • Donate items of furniture • Buy furniture at low prices • Volunteer with us to gain new skills and meet new people.

Our delivery charges are small and we can pick up donated furniture for free. We also offer a discount for people in receipt of benefits.

Reclaim at the Lane, Cranberry Lane Community Centre, 122-162 THAMES Cranberry Lane, E16 4PE | Open: 10am to 4pm, Tuesday to Thursday.

020 7055 0965 | reclaim@east-thames.co.uk | www.reclaimatthelane.co.uk

THAMES www.east-thames.co.uk

THAMES

0800 952 0119

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