MyMyatts Q&A leaflet

MyQuestions ...answered by the Partners team

Getting Started When will work start on the estate?

Construction work is scheduled to start in April 2009 just after the site compound is finished. Our priority will be the outstanding and urgent repairs.

How long will it take?

Construction work is scheduled for completion in either April 2015 or December 2014 depending upon which of our two design schemes is chosen.

If it takes longer than you state will there be any form of compensation?

If there are significant and unwarranted delays the Authority can arrange for other contractors to complete the work. If major construction work is delayed, residents can claim compensation for any financial loss and claims will be dealt with on a caseby-case basis. If the refurbishing of a home is delayed, the resident can claim compensation. Naturally, uncompleted major construction work will not be paid for.

How do I get involved with the final design of the estate?

All residents will be informed by a dedicated Community Regeneration Team of opportunities to join the consultative process. In the meantime, we would be glad to hear your comments and answer your questions about our scheme. Contact us on myattsfieldnorth@servitehouses.org.uk.

Who decides which part of the estate gets worked on first?

The construction work has been programmed to take as little time as possible, minimise disruption and ensure that residents are only moved once. The location of existing buildings, the vacant areas around the site and the scheme design are also significant considerations.

Taking everything into account, the optimum place to start is in the south west of the estate and work towards the north east.

How do I get involved with the day to day management of the estate?

Your involvement is central to our scheme and your first step will be to get in touch with us to let us know you do want to get involved.

Specific opportunities to make a genuine contribution to the project include joining the Myatts Community Trust (a residents’ forum with residents supplying a third of its members) or the possibility of accompanying us on monthly estate inspections.

When will the bidding phase finish?

The preferred bidder will be announced in August this year.

Can we have a say in naming the new streets and the name of the estate?

This will be decided by Lambeth in consultation with residents. We will happily assist in anyway we can.

I didn’t get on with my neighbours previously; will they be my neighbours when I move?

We will do everything possible to accommodate people’s preferences. You should, however, discuss such problems with your designated Resident Liaison Officer as soon as possible.

How are you addressing the removal of household waste?

Your new kitchen will provide an area to sort out waste and our scheme remedies problems with bin stores and their location.

Recycling areas will be repositioned and additional ones installed. These areas will also be actively managed to minimise littering and dumping.

How do I know whether my comments on the estate have been listened to?

We will let you know as part of our ongoing communication whether or not we have been able to accommodate your individual suggestions – and why. Comments concerning your own property will be answered by your designated Resident Liaison Officer.

Are the problems of sewage, flooding and puddling going to be addressed early on?

Major infrastructure work will put a permanent end to these problems. Many of the persistent problems, particularly sewage and flooding, will be sorted in the first three months of work starting.

Will the problem of rat, pigeon and cockroach infestation be resolved?

The regeneration of the estate will solve the infestation problems and special measures will be taken during demolition to prevent rats migrating to other areas.

How is traffic and parking going to be managed?

Our scheme incorporates measures for traffic calming, well defined pedestrian areas and parking that is safe and secure.

Safe & Secure How have you addressed safety and security in my refurbished/new home?

All homes will be protected by the fitting of secure locks to doors and windows.

How have you addressed safety and security on the estate?

Our regeneration scheme has been designed to address these vital issues. The design of the estate will get rid of rat runs and back alleys and will greatly improve the lighting.

Servite’s full-time and proven Anti-Social Behaviour Team will be there to deal with problem behaviour, backed up by its own legal team to fast track the prosecution of offenders. We’ve all ready spoken to the

MyQuestions local Police (and other anti-crime organisations) about our plans and have written assurance they will actively support us with an increased and sympathetic presence including night patrols.

Finally, Servite is one of only five housing associations selected to pilot a Family Intervention Project (FIP) aimed at helping anti-social behaviour offenders to change their behaviour. The FIP team will be available from day one.

How much compensation will I get? £4,600 statutory compensation (current amount) will be paid. Additionally, we will help with mail redirection, utility notification and making arrangements with a reputable removal company. We will supply you with free packing boxes and the actual removal will be free.

Disability I am disabled. Will my refurbished or new home have all the relevant adaptations?

All new properties for the disabled will be fully adapted in accordance with LB Lambeth’s Occupational Therapist’s specifications.

Rent and Rates Will the cost of electricity and heating stay the same?

We can do nothing about changes in the actual cost of energy, but our Energy Services Company will be regularly benchmarked against similar suppliers to ensure we remain highly competitive. We will use modern materials and install enhanced insulation in both the new and refurbished homes which will help save energy and thus your bills .

When I get my new refurbished home or brand new home will my rent go up?

Will I get a new Tenancy Agreement, will it be the same as my old one?

Rents will be set by the LB Lambeth who have advised that neither the regeneration itself nor which scheme is chosen will trigger a rent increase. Rent Increases will occur in the normal way.

LB Lambeth is reviewing a proposed new general Tenancy Agreement for all their tenants across the Borough which would include all the tenants on the estate. This possible change, however, is not connected to the estate’s regeneration.

If I substitute my own fittings to those in place when I move in will you still carry out any repairs? (Taps, new cupboard handles) Permission to install your own fittings needs to be granted by Partners in the same way LB Lambeth did. Permission will be granted subject to you signing a tenant waiver which makes you responsible for your own installation. If your own installation subsequently needs repair, we will ensure there are no health and safety issues. If the item needs to be renewed we will do so, but to our own standard.

Are the new home layouts ‘traditional’?

In a word – yes.

Will I have to be moved to temporary accommodation while my home is being refurbished?

Not necessarily – moves to temporary accommodation will be considered on a case-by-case basis. Your designated Resident Liaison Officer will discuss the matter with you in good time.

If I am moved to temporary accommodation, will it have disabled facilities?

Of course.

My home is due to be demolished Can I choose my new home?

There can only be a limited choice because of the constraints of the Housing Needs Assessment and the logistics of the new build and demolition work. We will, however, do our best to provide you with the home you want.

When will I move?

This depends upon where you are currently living. A specific schedule is available by email at myattsfieldnorth@servitehouses.org.uk.

My home is due to be Refurbished How much cupboard space can I have?

Our kitchen designers and Resident Liaison Officers will discuss the layout of your new kitchen and as much cupboard space as possible will be incorporated into the design.

What are my options?

You will have a choice of colour for the kitchen units, drawers and walls. Worktops will come with a choice of colour and finish and there will four different tiles to choose from. Four paint colours will be available for your bathroom and you will also have a choice of colours for the floor vinyl.

How long will it take?

Each property will be different as the amount of time required will depend upon the severity of the necessary repairs. For example, a home with a damp problem will take longer to refurbish. Generally, work should be completed within 12 weeks.

Do I get any compensation?

You will be entitled to compensation should the refurbishment work not be completed on time and your designated Resident Liaison Officer will help you with your claim. You will receive a booklet before work starts explaining when and how compensation can be claimed and details of the appeals procedure.

If you damage any of my possessions when refurbishing my home who will decide what level of compensation I will get?

Your claim should be reported to your designated Resident Liaison Officer who will forward it to our Site Manager. They will discuss the claim with you and agree compensation based on replacement cost should the contractor be shown to have been at fault.

designated Liaison Officer immediately and we will deal with your concerns as a matter of urgency.

If I don't like any of the fittings you are offering (like taps) can I substitute my own?

Yes you can, subject to our permission and the signing of a tenant wavier form.

What if I don't want your kitchen / bathroom, I like the one I have – what happens?

If your kitchen and/or bathroom is not a health and safety hazard and not in breach of the Decent Homes Standard you will be entitled to retain your kitchen and/or bathroom subject to you signing a tenant wavier form.

How often will I get a visit from a Resident Liaison Officer?

Once your turn comes, your designated Resident Liaison Officer visits will become more frequent and once we start work in your home or you are preparing to move, your Resident Liaison Officer will be available for daily visits.

If my home is refurbished who decides if all the work is to standard and what happens if I am unhappy with the standard?

All finished properties will be inspected by an independent surveyor and if s/he is satisfied that the work is up to standard, s/he will sign off your home as completed.

In the unlikely event of you being dissatisfied with the work and with it being signed off, you must contact your Resident

Will I stay in my home while it is being refurbished? Will I have to continue to pay rent and rates?

In all but the most severe cases or where your own circumstances make it unsafe for you to remain, you will stay in your home while the work is carried out. Rent and rates will need to be paid as usual.

What if I am moved to temporary accommodation?

Partners will pay rent and rates on your home. Rent and rates will need to be paid for the property into which you are moved.

Will my repairs be undertaken if my home is in a poor state of repair?

Will there be time limits on how long I will wait for a repair?

Day to day repairs will be undertaken within pre-agreed time limits. Depending upon the nature of the repair works, these may be

carried out between 4 hours and 20 days.

If repairs are significant, a different course of action may be needed which will be determined on a case-by-case basis.

Once work starts Will the works on the estate be noisy and dirty?

This is a major project and the answer is yes to both questions. However, we will do whatever we can to minimise the noise and the dirt. Furthermore, the work will be carried out during normal working hours so you will not be disturbed at night. Residents having their home refurbished will be provided with protective sheeting and packing boxes to protect their belongings and our operatives will undertake a builders’ clean at the finish of each working day.

During the works period will all of the community facilities be available?

Facilities will be maintained while work is being undertaken, though their locations will move. Residents will have the opportunity to participate in additional Servite run activities.

Are there respite facilities?

Where will these be located?

What will be the criteria for using the respite? What facilities will there be if the respite is not available?

Permanent and temporary respite facilities will be available throughout the project.

The permanent facility will be available in the Resource Centre and will be open to all residents on a drop-in basis. Overnight respite facilities will be available if needed.

After it’s finished Will television and mobile reception get better?

We are investigating what we can do to improve matters. We are currently proposing to enhance television reception through a communal satellite system.

What activities will there be for the youth of the estate?

Not only will existing facilities be kept and improved (the football pitch, for example) but new facilities introduced. The Community Centre is the main activity focus – and because it will be properly resourced and managed, it will remain part of the solution and not a noisy new problem.

On a practical level, Servite will work with Lambeth College and local schools to support children and young people on the estate in their education through specialised training and development programmes. By encouraging them to stay longer in education they will have more success in finding meaningful work and this should lead to a decrease in the number of young employed people on the estate. There will of course be activities for the remainder of the estate. We welcome your ideas for additional activities.

If the community centre is vandalised will there be funds available to repair it?

Resources will be available to maintain the Community Centre and other facilities.

Will there be any educational activities

for the residents for the estate?

Will they be free?

Yes to both questions.

Will there be any leisure activities for the residents of the estate? Will we have to pay or will they be free?

Yes. Some will be free, particularly educational, youth and older people’s activities, while others will be fee charging.

Will there be local employment for the residents of the estate? Will this include employment for the disabled?

Yes.

Please contact us with any questions or comments via myattsfieldnorth@servitehouses.org.uk For further information please visit www.servitehouses.org.uk/myatts If you do not have your own PC, there is free internet access at The Community Learning Centre (CLC), Vassall Road SW9.

For copies of this document in other forms and/or languages, please contact us on the myattsfieldnorth email address above.

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