1838 Street by Street Winter 2015

East Thames residents’ magazine

involved

THAMES

We’re improving our customer services See pg. 3

Issue 90 | WINTER 2015

by

street street

residents

Stay safe at Christm as.

More deta ils on p g 8.

Street by Street goes digital! More details on pg. 3 Winter holiday opening hours. More details on pg. 4

www.east-thames.co.uk

www.east-thames.co.uk

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Contents & welcome

e m o c l e w

Contents 2

Contents & welcome

3

East Thames catch up

4

East Thames community

5

Jobs & training

6-7

Money matters

8-9

Your home

10

Out & about

11

How we’re doing

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Contacts

Ashby, f the Melinda ember o m d n a t siden ames re Panel East Th Scrutiny

My name is Melinda Ashby, I was elected onto the Housing Scrutiny Panel at its creation in 2011. The panel is made up of East Thames residents who work closely with East Thames, examining performance and services.

The panel ensures that East Thames are making the best decisions for their customers and providing the best service. We carry out reviews to pinpoint areas for improvement and highlight where East Thames does well. We produce a report for the Board on our findings and recommend improvements.

We know that there has been increased customer dissatisfaction since the beginning of the Interserve contract. We have been monitoring repairs performance closely and are pleased with how it’s improving.

This year the panel are reviewing planned maintenance and communication. East Thames recognised that there was a need to invest in their properties – our homes.

We are reviewing the way Interserve are delivering the improvement works so that there is customer choice and also that the money is being spent in the best way.

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We found that staff communication has been a common factor in complaints made to East Thames. We are looking at how East Thames communicates with its customers, by reviewing leaflets and standard letters as well as shadowing staff and mystery shopping. For more information on the work we’re doing, turn to page 4.

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 jade.bradford@eastthames.co.uk or call Jade on 020 8522 3204. The deadline for the next issue is Fri 8 January 2016.

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www.east-thames.co.uk

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 Sarah Mbatha Director of Customer Service & Transformation, East Thames As Director of Customer Service & Transformation, my job is to completely transform the way that customers experience our services.

We want to make things as easy for you as possible so we will be changing the way we do things to minimise the effort that you need to make. Having simpler processes means we can act more quickly and provide a more efficient service. We also plan to give customers more choice in how they interact with us.

Over the next few years, we want to enable our Neighbourhood Managers to become more efficient, we’ll do this by equipping them with the tools they need to do their job on the go. They will be able to spend more time out and about meeting with residents and will be able to carry out jobs, such as logging repair requests, on the spot.

On page 11, you will see that we have made some changes to the ‘How we’re doing’ section. We have focussed on the results that

are most important to you, such as satisfaction with repairs and our customer contact centre.

Whilst big change cannot happen overnight, we hope that you soon notice an improvement in how you experience our services.

We are now totally focussed on providing services that are easy to access and responsive. It’s an exciting time to be joining East Thames.

Street by Street goes digital!

In June 2016, Street by Street will be going digital. You’ll no longer get a quarterly magazine through your door, instead we’ll be contacting you via email with news, updates and information on our services.

Using email instead of a paper magazine means we can send you more timely information, such as details of neighbourhood events we’re planning or new employment and training courses which you can enrol on.

It also means we can better target our messages to you. We know that no one likes to be inundated with unwanted emails, so we’ll be careful not to overload your inbox, and will only contact you with messages that are relevant.

The results of our recent communications survey told us that most of you have access to the internet.

However, if you don’t have access to the internet, or think you’ll have difficulty receiving information by email, let us know.

You can call us on 0300 303 7333 or write to us at Marcoms, East Thames Group, 29-35 West Ham Lane, London, E15 4PH.

Going digital is all part of East Thames’ drive for improved efficiency, meaning we can spend more time improving our services and ensuring our customers are satisfied.

We’ll give you more information on how we’re going to communicate with you in the future in the next and final printed issue of Street by Street.

To make sure you continue to receive important information from us, we need to make sure we have your email address. If you haven’t yet provided it, you can send it to us by visiting www.east-thames.co.uk/sbs.

If you would like to be a part of how we make these decisions, you can join our new digital communications panel for residents! Email Marcoms@east-thames. co.uk and we’ll send you more information.

www.east-thames.co.uk

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East Thames community

Beware of fraud

Telephone opening hours over the holidays: 24 December: 25 - 28 December: 29 December: 30 December: 31 December: 01 - 03 January: 04 January:

In the run up to Christmas, fraudsters and scammers can be particularly active and it’s important to stay vigilant. Common types of fraud include selling counterfeit goods, benefit fraud, identity theft, online scams and subletting homes. If you think you have been a victim of fraud or a scam, or suspect a fraud is taking place, report it. Fraud reports can be made at www.actionfraud.police.uk.

East Thames has systems which prevent and detect fraud. We will investigate suspected fraud and act upon it if proven. If you commit fraud or allow it to occur in your home, you could be putting your tenancy at risk.

If you suspect fraud, such as the subletting of an East Thames property, you can report it to sublet@eastthames.co.uk. If you suspect East Thames staff or subcontractors of committing fraud, please report it to fraud@east-thames.co.uk.

Repairs More information about our repairs service over the winter period can be found in on pages 8 and 9.

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8.30am to 12.00pm CLOSED 8.30am to 4.30pm 8.30am to 4.30pm 8.30am to 4.30pm CLOSED 8.30am to 8.30pm Normal hours resume

Our West Ham Lane office will be closed from Thursday 24 December at midday and will resume normal opening hours on Monday 4 January.

Housing Scrutiny Panel Update The Housing Scrutiny Panel are now halfway through their reviews of our communication with residents and our planned maintenance service. These areas were selected as they had received low customer satisfaction scores. The Housing Scrutiny Panel have met with senior members of staff and will be organising focus groups with residents as well as doing their own research into ways we can improve our services. They will make their recommendations to the East Thames board by January 2016.

If you’d like to take part in the focus groups or join the Housing Scrutiny Panel, or would like further information email Deborah.lamb@east-thames.co.uk.

Jobs & training

Find a career in the NHS Are you a resident in Newham, Tower Hamlets or Waltham Forest with experience in healthcare, childcare or a care and support role? If so you might be eligible to take part in our employment programme offered in conjunction with the Barts Health NHS Trust.

Residents who successfully complete the training will be registered with the Trust’s recruitment team and invited to apply for jobs exclusively for candidates completing the training within six East London hospitals in fields such as health care and administration.

We can give you the chance to attend functional skills training (English, maths and ICT) and undertake the Skills for Health Level 2 assessment. If you pass the assessment you will be offered a place on our two week training programme, run in conjunction with the NHS.

There are opportunities for further accreditation and apprenticeships. Candidates will do a six week work placement, after which they will be automatically registered with the Trust’s staff bank.

East Entrepreneurs After a successful first round, we are running another round of East Entrepreneurs, to help residents with funding of up to £1,500 to help start or develop a business.

successful Above: Two ast winners of E rs u Entreprene

Applicants will be invited to attend a presentation skills training session and will then go on to present their business idea to a panel of judges.

For more information or an application form please Confederation_ contact Nicola Brown on Nicola.brown@east-thames. co.uk or 020 3288 2100. Alternatively, come along to Starting Point, our enterprise hub at 16 Pickering Road, Barking, IG11 8PG.

For more information or to register for the next course, please contact the employment team at the East Thames Beckton Hub on 020 7511 5946.

Workwise Need help searching or applying for jobs? Could your CV do with updating? Come along to one of our Workwise sessions.

Workwise sessions run at the following times: Tuesday and Friday 10am - 1pm and 2pm - 4pm at our office at 29-35 West Ham Lane, Stratford, E15 4PH. Monday 10am - 1pm at Starting Point, our enterprise hub at 16 Pickering Road, Barking, IG11 Option 1 8PG. Slogan Job specific usage

There is no need to book an appointment, simply drop in to your chosen location at the times above.

Finding the right programme for you East Thames offers a number of free courses to people of all ages and skill levels to help you find a job or training opportunity.

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

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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 are 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.

Drop in for benefits advice

Heating your home over the winter

In the last issue of Street by Street we told you about some changes the government is making to benefits.

These might affect you if you receive tax credits, housing benefit or find yourself in a situation where you need to claim these benefits in the future.

If you want help understanding these changes, every Wednesday from 10am until 12.30pm we are offering drop in sessions with our Welfare Benefits Advisers.

Heating your home over the winter can get expensive. Visit a price comparison site like www.gocompare.com to make sure you’re getting the best deal on your energy bills. If you’re on a low income you might be eligible for help heating your home. Contact the Home Heat Helpline at www.homeheathelpline.org. uk or call 0333 300 33 66.

The advisers can also: • Help you draw up a budget • Check you’re getting all the benefits you’re entitled to • Help you if your housing benefit has been stopped or you’ve received a sanction • Help you open a bank account If you can’t attend our drop in sessions, call us on the number on this page to make an appointment at a time that is convenient for you.

You can read more about the changes to welfare benefits at www.east-thames.co.uk/benefits

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www.east-thames.co.uk

Have a low cost Christmas without missing out Want advice on how to have a low cost Christmas without skimping on the fun? Take a look at the handy booklet “Christmas on a Shoestring” created by a group of thrifty young East Thames residents. The booklet is full of ideas on how you can create Christmas dinner, gifts and decorations for next to nothing. You can find the booklet at www.east-thames. co.uk/content/mfl

Money matters

DLA has been replaced by PIP From October 2015 if you are aged 16 to 64 and currently receive an indefinite or long term award of disability living allowance, you will receive a letter from the department of work and pensions to apply for personal independence payments (PIP) instead.

PIP will replace your DLA. This means you must respond to the letter to ensure that you receive PIP when your DLA payments stop.

If you need help applying for PIP please contact us on the details below.

We can help - contact us

tively, speak to our welfare ast-thames.co.uk/benefits. Alterna w.e ww t visi , efits ben fare wel on ount, managing your For info to us about setting up a bank acc talk can You 0.

204 2 852 020 on benefit advisers ting the benefits you’re entitled to. money and making sure you’re get nefits@east-thames.co.uk.

You can also email us on welfare.be

Need help with your benefits?

“I phoned East Thames when my benefits trouble started a few years ago, I read about the Welfare Benefits Advisers in Street by Street magazine. I was having a lot of trouble with my housing benefit and council tax.

“My troubles got worse, they applied a non-dependant deduction when my son got a job. My benefits were reduced quite a lot and it took a long time to get it sorted.

I’m not very good at sorting these things out but Arlene helped and she keeps helping.

Mr Paton has received welfare ben efits help several times over the last few yea rs.

“I know other people who have had problems with benefits and had help from East Thames. It’s good to have a housing association with Welfare Benefits Advisers. They take your problems seriously and know how to get it sorted.”

If your benefits have changed, you don’t know what benefits you’re entitled to, or just need help with your paperwork, contact us on the details on this page and a Welfare Benefits Adviser will help you.

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Your home

Check your boiler!

Winter plan Repairs Between Monday 21 December and Sunday 3 January we will be carrying out emergency repairs only. No routine repairs will be carried out at this time. You can resume reporting non-emergency repairs on Monday 4 January.

Heating If your heating fails over this period we will attend within 24 hours to repair. If we are unable to repair it immediately, we may provide you with a fan heater until we are able to fix your boiler. Fan heaters can be dangerous if not used correctly so if you are using one in your home please make sure you follow the instructions, never cover it or put it too close to furniture or other objects.

We service your boiler once a year to make sure it’s safe and keeps you warm when you need it. We understand how stressful a boiler breakdown can be, so if you do report a boiler breakdown to us, we will come round within 24 hours to get your heating and hot water back on.

To make sure you’re safe even if your boiler malfunctions, you must have functioning carbon monoxide detectors fitted.

Looking after your boiler makes a breakdown less likely. Visit www.east-thames.co.uk/toptips to find quick tips on how to keep your boiler in tip top shape.

Icy weather In the case of severe ice or snow we will shovel the snow away and grit around our care schemes and estates to make sure residents can get around safely.

We will grit: • Main pedestrian entrances from building to public highway/pavement • Key external communal walkways • Outdoor stairs • Pedestrian ramps • Emergency exits and external routes on East Thames land.

Stay safe at Christmas Christmas can be a hazardous time of year for fire safety. To help ensure your Christmas stays merry: • Use a fake Christmas tree. If you do use a real tree, then fresh green ones are safest. The needles on a fresh tree should be fairly difficult to pull back from the branches • Don’t place your tree close to any heat source, including a fireplace or heat vent • Make sure decorative lights meet British safety standards and are in good working order • Do not overload sockets • Switch off decorative lights at night and when you leave your property • Never leave burning candles unattended or near curtains • Keep all decorations, wrapping paper and greeting cards away from decorative lights, candles, fire places and heaters • When the time comes to remove your Christmas tree, please follow your local councils’ waste removal instructions. Don’t leave your Christmas tree in communal corridors where they could be a hazard during evacuations or fuel for fire.

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Avoiding condensation and mould

Your home

y in your You might not think there’s a lot of humidit g up, home, but normal activity such as washin ping can boiling water and even breathing and slee when our add lots of moisture to the air. In winter, cause windows are closed, this can build up and ld in your condensation which can lead to black mou following home. This is easily preventable with the tips. wering to • Keep your bathroom door shut when sho out your prevent moisture from spreading through home. sture out • Use a vent, fan or window to let the moi after using the bathroom. airing • Don’t dry your clothes on a radiator, use g line racks in a well ventilated room or a washin outside.

• Use your extractor fan whilst cooking ls • Don’t put furniture against outside wal be a very serious problem if left untreated.

Mould is not the same as damp, which can call us on 0300 303 7333.

If you think you have damp in your home,

What we’re doing to improve estates: We recently asked some of our residents how we could improve our estate services. Some of your suggestions included providing more information on estate inspections and our communal cleaning schedules and reviewing bulk rubbish clearance.

We’ve created a new Estates Rapid Improvement Programme to tackle all these issues and more. We’re working hard on this and we’re confident that you will soon see visible improvements on your estate.

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Out & about ESSEX: Bocking Royal Alms Houses has been supporting residents with learning disabilities for the past 20 years and marked the occasion with a Wild West themed summer party.

Barking and Dagenham: East Thames resident Liam did a work placement at law firm Trowers & Hamlins through our ‘Routes to Work’ scheme. He now has a permanent job and is training to become a lawyer!

redbridge: Residents with learning disabilities and mental health needs take part in confidence building workshops focused on relationships, drug and alcohol addiction and selfesteem.

TOWER HAMLETS: The Mayor of Tower Hamlets, John Biggs, visited ‘The Dockyard’ in Poplar where we’ve built 150 new affordable rent and shared ownership homes.

NEWHAM: 15 crafty students are looking forward to a handson career after successfully completing Construct your Career training delivered by East Thames and the Building Crafts College.

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!

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

How we’re doing

How we’re doing

We look at our performance for July - September this year, and see how it compares to the same period last year.

I’m satisfied with my last repair

Last year

My repair was completed first time

Last year

My problem was solved on first contact

Last year

My views are taken into account

Last year

We’re holding resident focus groups, carrying out customer consultation and training our staff to make sure you are listened to and understood.

It was easy to make my complaint We’re reviewing our complaints process to make it easier for you to complain.

This year

69% 78% This year

60% 71% This year

87% 91% This year

47% 46% Last year

This year

60% 49%

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

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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 Facebook: www.facebook.com/EastThames

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

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 35 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:

Homes for sale East Thames currently has many pre-owned and brand new homes for sale under the shared ownership scheme.

Prices start at just £124,000 for a 30% share and they’re available in locations across East London and Essex.

For more information visit www.east-thames.co.uk/buy-or-rent-a-home or call 0300 303 7333 to speak to the sales team

THAMES THAMES

www.east-thames.co.uk

THAMES

0800 952 0119

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