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Local offers Our services, your area ONE SIZE DOESN’T FIT ALL EAST THAMES is landlord to more than 13,500 households in east London and Essex. With several homes in different areas, we’re aware that not all will be the same. Over the next year we’re putting together local offers for all the areas in which we work. Some of these will be for estates, foyers or care homes. Plans will also be developed for the areas where we have street properties.

COME TALK TO US ABOUT YOUR LOCAL AREA We would like to talk to you about the main concerns within your area and what reasonable improvements you would like to see. During the next few months East Thames will be talking with you about what you feel is important in your area. We will use this information to put together

local offers which will set out the standards you can expect for your neighbourhood.

HOW WILL WE PROVIDE LOCAL OFFERS? We will attempt to make changes if we think your ideas are achievable and can help improve local services. Many service standards are already in place, such as complaints and repairs response times. These apply to all East Thames residents.

An example of how we can localise our services to meet the needs of local communities may include providing support to start a Tenants and Residents’ Association (TRA), and specific communal repairs residents would like to see introduced.

HOW YOU CAN HAVE YOUR SAY Tell us about your local issues.

We’ll be holding consultation sessions at the times and

Venue

Time: 2pm-7.30pm.

Above: Our Residents’ Conference on 31 July started the consultation process.

locations listed in the table below.

You can also have your say on the East Thames Local Offer website: http://residentvoice.wordpress. com or contact the Resident Involvement team on 020 8536 3957 or residentinvolvement team@east-thames.co.uk to provide your feedback.

Except**: 2pm-6pm Havering venue (to be confirmed, please check http://residentvoice.wordpress.com) East Thames Offices, West Ham Lane, Stratford, E15 4PH Leytonstone Library, 6 Church Lane, Leytonstone, E11 1HG6 3 Nightingale Court, Ovex Close, Tower Hamlets, E14 3JX Winsor Park Community Centre, E6 6WG Ilford Central Library, Clements Road, Ilford, IG1 1EA Gibson Court,38 Bishopfield, Harlow, CM18 6UJ 60 Ben Johnson Road, Tower Hamlets, E1 3NN Starting Point,16 Pickering Road, Barking, IG11 8PG Dagenham venue (to be confirmed, please check http://residentvoice.wordpress.com)

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marcoms@east-thames.co.uk

Date

Fri 24 Sep Tue 28 Sep Wed 29 Sep** Thu 30 Sep Tue 5 Oct Wed 6 Oct Tue 12 Oct Wed 13 Oct Thu 14 Oct Tue 19 Oct

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Performance Residents:

Overall satisfaction

91%

Care and support and sheltered

(2005 survey) 89%

72%

General needs

(2006 survey) 69%

Foyers*

69%

Shared owners and leaseholders

53%

(2006 survey) 59% 0%

20%

40%

60%

80%

100%

Top right: Jane Scammell won first prize - £100 in shopping vouchers - in the Status survey free prize draw.

Above: Eleanor Spiller was our prize draw runner-up. We also gave prizes to five other residents. *There have not been any previous surveys for Foyer residents.

How satisfied are you?

WE RECENTLY ASKED this question of our residents, as part of a major survey we do every three years. All social landlords are required to carry out this survey and it allows tenants and us to compare our performance with other similar organisations.

This year, we had more than 2,000 responses to the survey from shared owners, residents who rent and residents in our foyers and care and support schemes.

A big thanks to everyone who took the time to take part.

The survey looks at satisfaction with specific services, but also overall how happy people are with their homes and services.

OVERALL SATISFACTION WITH SERVICES The good news is that the majority of our residents,

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including general needs renters and residents of our care and support and sheltered schemes, are all more satisfied than they were last time we did this survey in 2005/06.

SOME OTHER GOOD RESULTS INCLUDE: Satisfaction with repairs is just under 70% for all tenants and has increased steadily from 64.5% in 2006 to 70.5% in 2010 for general needs tenants.

71% of residents are happy living in their neighbourhood.

More than 80% of residents in our care and support and sheltered schemes feel their views are taken into account.

SOME AREAS FOR IMPROVEMENT INCLUDE: Satisfaction with repairs service for foyer residents is low at 43.7%.

marcoms@east-thames.co.uk

General needs and foyer residents are less satisfied than others that their views are taken into account (57.5% for general need stenants and 58.9% for foyer residents).

Share owners are less satisfied in 2010 than they were in 2006.

We need to do some work to find out why and address it.

You also told us the issues you are most concerned about.

THE TOP FIVE ARE: 1. Repairs and maintenance 2. The quality of your home 3. Being kept informed 4. Dealing with anti-social behaviour 5. The service you get from your support worker (for foyer, care scheme and sheltered housing residents only) We will use these results in developing our local offers, our priorities for 2011/12 and to improve and review our services.

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