NEW LOOK! Look out for your ideas inside! · 2011-07-25 · notting Hill Carnival is happening over the weekend of 28-29 August 2011 , it has been running annually since 1964! 4 neWs

the magazine for resiDents of Kensington anD

chelsea tenant management organisation

sUmmer 2011

Linkr

es

idenT idea • residenT idea

NEW LOOK! Look out for your ideas

inside!

LINK_AB2_LIVE_ISSUE 1_REV6 .indd 1 05/07/2011 11:16

This edition of looks a little different. We’ve teamed up with residents to revamp the Link!

A big thank you to those involved. We hope you enjoy reading it!

We need photos, stories, and ideas from you! Contact us using the details above.2

newswireNews bites and happenings from in and around Kensington and Chelsea

face to faceResident Lisa Wilkinson puts the tough questions to a top manager about repairs services’

in the loopWe’re recruiting residents to ‘Get on board’ with us to shape services to suit you!

proUD of YoUr place• Proud Of Your Place • Back In Time • Q & A • Resident’s Column • Your Competition

No time to read Link? This word cloud is made up of Link articles, and gives prominence to words that appear the most!

meet the team

how we are Doing

Become a memBer for free!

how to contact Us

4

6

8

10

12

14

15

16

what’s insiDesummer 2011

Home. As the saying goes, there’s no place like it. And there’s no place like the Link to represent Kensington & Chelsea TMO residents’ voice. But

to succeed in listening and acting on your ideas and concerns, we need to hear from you. Do you have a question, comment or experience you would like to share? We’d love to hear from you!anna Bowdeneditor

0800 137 111 [email protected] the editor,

Kensington & chelsea tmo, 292a Kensal road, london w10 5Be

res


•

Quickfire questionsBoard Chair Reg Kerr-BellWhat are the top priorities for our success? KCTMO is a unique organisation, it is the largest TMO in the UK and is in a good position having delivered strong efficiency savings over the past five years. It is driven by a resident-led Board which works with KCTMO’s Executive Team to deliver the company’s objectives. But to succeed in being truly resident-led we need to increase resident engagement in our activities to ensure we deliver excellent services which reflect residents needs.

What are the biggest challenges it faces? KCTMO has tackled many challenges in the past year. It has reduced debt, collected more rent, improved repairs services and most importantly, achieved greater customer satisfaction. However, there is still work to do in improving our performance and continuing to drive resident satisfaction which requires us to adapt to meet expectations.

What are your hopes for KCTMO residents? That more residents will get on board to help manage their homes and estates, take advantage of the opportunities to get involved, and have a say in how housing services are run. It is my hope that residents can have a housing service they can continue to help shape and be proud of.


0800 137 111 • www.Kctmo.org.UK

It’s that time of year again! We’re on the lookout for green fi ngered residents to take part in the annual Gardens Competition. The competition is now in its 31st year with trophies and garden centre prizes up for grabs across fi ve categories.

categories• Gardens• Balconies / Window Boxes• Patios• Estates• Kitchen garden

We’ll be judging the most colourful hanging baskets and fl oral displays as part of the balcony, window boxes and patios categories and the best individual and communal gardens. This year the Kensington and Chelsea tenants and home owners Gardens Competition is being held in association with Europlants.

previoUs winners The Gardens Competition has been running for 31 years and is a much-awaited event for many Kensington and Chelsea residents. In the 2010 competition, Mrs Goma of Chelsea Manor Court won the overall Points Cup with fi rst place in the Gardens category, and third place in the estates category. There were 27 prizes awarded including three trophies.

Look out for this year’s winners in the next issue!

how to enterAny KCTMO resident can enter the competition and be part of the judging day. The fi nal day for submissions is 29 July 2011, with judging taking place 6 August 2011. If you would like to enter, contact Landscape Surveyor John Gaff ney using the details below:

020 8964 6075 jgaff ney@ kctmo.org.uk

our missionTo deliver excellent housing services through resident led management 3

maKe more strawBerriesStrawberries can be grown in a wide range of soils, from light sand to heavy clay. The ideal soil is well-drained and rich in humus. They prefer to be planted in full sun, out of the wind. Plants can be planted outdoors from late June until September.

how to plant• Prepare the soil by digging over, removing any perennial weeds and adding manure.• Place the strawberry plants every 35cm (13 in) in rows that are 75cm (30 in) apart.• Plant with the crown at soil level and water well.• To prevent slugs, put down pellets or place grit or broken egg shells under each plant.• Place a net over the plants to prevent birds and squirrels from eating the fruit.• Pick any ripe strawberries so they don’t rot on the plant. Check the plants every other day during the ripening period.

how to grow in a BasKet• Growing strawberries in a hanging basket ensures they’re kept out of the way of slugs. • Plant fi ve to six plants in a basket in spring, and water every day during the growing season. • From fl owering until harvest, feed the plants every 10 days with a product that’s high in potassium, such as a tomato feed. • The same strawberry plants should continue to produce fruit the following year, but the crops will be better if the plants are renewed.

www.bbc.co.uk/gardening

French impressionist painter Claude Monet once said he owed having become a painter to fl owers. And he’s not the only one inspired by nature. Since launching in 1980 the gardens Competition has inspired hundreds of residents to transform their neighbourhoods.

it’s gardens competition time!

Have you contacted us to enter the annual gardens Competition?

res


•


is there an event happening in your area? Tell us about it and get it published in the Link!

[email protected]

notting Hill Carnival is happening over the weekend of 28-29 August 2011 , it has been

running annually since 1964!4

neWs in and around K & C

helping YoU at homeIt is your responsibility to carry out internal redecorations to your home. However, we can assist elderly or vulnerable tenants to redecorate their homes if they have had no decorations carried out by KCTMO in the past year. This includes painting and wall papering to walls and painting to ceilings. Contact us to find out more.

prize Draw winners Congratulations to our prize winners who filled out the evaluations at our Residents’ Conference in February 2011. They are Ms Kutaisi of Portobello Court, Mrs E Williams of Lucan Estate, Mrs M Kenton of Worlds End Estate, Stella Rea of Gadsden She, Hayley Jones of Sir Thomas More Est, and Mr F Besant of Lowerwood Court. Well done!

illegal pirate raDio sUccessfUllY removeDKCTMO worked with the Police and Communications Regulator’s Ofcom to close down a pirate radio station on a high rise residential block at Silchester Estate in May 2011. The aerial installation and transmitting

equipment were removed from the roofs of the tower blocks and Laylow FM’s studio was closed down. One arrest was made at that time and all studio equipment was seized. We have set up a number of initiatives to prevent further illegal activity and are continuing to work closely with Ofcom.

cYcle safetY eventCyclists in the borough were offered advice at a joint Council and police cycle safety day in June 2011, aimed at making sure cyclists and their bikes stay safe and secure.

Bike experts from Dr Bike were on hand giving quick safety checks and simple

adjustments to bicycles and discussing cycling hazards including jumping red lights. Police officers were targeting cyclists on Kensington High Street as part of an ongoing campaign to tackle antisocial cycling in the borough, five fines were issued.

emploYee of the YearKCTMO Customer Service Team Leader Robin Lawrence (pictured) was awarded Employee of the Year at our Staff Conference in June 2011. Robin has had a huge impact and is committed to achieving targets.

Digital tv UpDateTV across the UK is going digital. The existing analogue TV signal will be switched off and replaced with a new, stronger digital TV signal. We have now installed more than 1600 faceplates as part of the project to ready our residents for the nationwide switchover. KCTMO are working to involve residents in site surveys; and working with contractor SCCI on the installation of equipment. The installation will roll out across the borough prior to switchover in 2012. For more information contact Project Manager Idy Ajakaiye.

[email protected]

sUpporting Kensal crossrailThe Council is campaigning for a Crossrail station to be built in North Kensington. The case for a new station is strong and the Council has committed to underwrite the £33m construction costs.

The station is backed by businesses and trade associations, housing associations, residents’ groups, and community organisations. Supporters include Kensington and Chelsea Chamber of Commerce, National Grid, Portobello Antiques Dealers’ Association and KCTMO.

You can find out more and show your support for Kensal Crossrail by:

[email protected]

in and around K & C

neWs



our Customer Contact Centre is consulting with residents about our services to you! Take part in our survey

enclosed, and register for future discussions! 5

The website and free customer helpline compares prices from all UK energy suppliers and gives you the cheapest plans available. There is also a comparison rating to find out what other people think of each energy supplier.

Householders have been warned to brace themselves for higher gas and electricity bills this winter and to consider switching to a fixed-price tariff now if they want to avoid a rise in cost come December.

However, for residents using communal heating services, energy contracts are secured by KCTMO. We’re pleased that despite price hikes in energy bills last year, nearly a third of all KCTMO tenants received refunds on charges when we opted to ‘buy in bulk’ to reduce cost.

compare energy suppliers to get the best dealAre you thinking about switching your gas and electricity supplier? One of the main areas to consider is how much money you can save. The National Housing Federation in partnership with uSwitch has launched My Home Energy Switch for tenants – a free service to help you get the best deal.

This is part of our commitment to achieving value for money and smart procurement for essential services. 2294 tenants using communal heating services had the decrease in heating and hot water charges backdated to November 2010, with credit applied to their rent accounts as we stepped into spring 2011.

Chief Executive Robert Black said, “Last winter was the season of rising energy bills as freezing weather drove gas and electricity demand to record highs. We are always looking at ways to reduce costs for our residents, and by getting the best gas and electricity prices we can help to make sure keeping warm is affordable.”

While KCTMO has no control of individual gas and electricity prices, it strives to get the best deals for residents with communal gas and electricity. For the past two years, KCTMO has been working with the Office of Government and Commerce Buying Solutions (OGCBS) to secure the best annual gas and electricity prices for communal supplies. Residents with individual arrangements for energy suppliers should consider using the My Home Energy Switch service.

0800 051 5346 www.myhomeenergyswitch.org.uk

have YoUr saY anD win £50!Good customer service is the lifeblood of any business, and at KCTMO our Customer Service Centre is a critical point of contact for our residents. Each day our team received about 336 phone calls from customers – and we want each of those experiences to be positive.

Because we are committed to keeping residents at the heart of what we do – we want to know what service suits you best through a consultation process. We’d like to hear your views on our customer services through the survey enclosed in this edition of the Link. Please complete and return by 31 July 2011. All survey responses will be entered into a £50 voucher prize draw! We are striving to improve the performance and quality of this service, by focusing on this area we hope to make a real impact on customer experience and satisfaction.

turn to page 8 for more information about getting involved in shaping our services.

taKe part in setting groUnDs maintenance contracts

Chief Executive Robert Black took to the phones with Customer Services Adviser Catherine Lamin recently

KCTMO will soon be appointing contractors to carry out grounds maintenance over the next five years. This includes mowing, control of weeds and ensuring a grounds are maintained in communal areas. It also includes shrubs, mixed plant borders and hedge cutting. It is important

we arrange these contracts correctly in order to deliver excellent services that meet residents needs. To do this we are forming a Joint Procurement Group made up of residents, technical staff and independent consultants. This group will assist in the new specification, and provide input into

the pre-tender process. It will also be involved in selecting contractors and establish the five year agreements. If you would like to be involved contact Environmental Services Manager Dominic Davies:

020 8964 6077 ddavies@ kctmo.org.uk


We re-let 213 empty properties in the year ending March 2011. The average time taken to re-let was 26.7 days –

this was under our 2010/11 target time. 6

faCe To faCe

We’re committed to keeping residents at the centre of everything we do, so we are giving you the chance to interview our top managers about the issues that matter to you. In our first face to face feature, Clydesdale House Resident Lisa Wilkinson talks to Assistant Director Andy Marshall about our repairs service which has been contracted to Morrison since 2009.

fronting up

What training is required for repairs staff? does KCTmo offer

local apprenticeships?All Morrison staff and sub contractors, including contractors,

complete a ‘Passport to Work’ induction which covers environment, health and safety, quality of work and customer care. Operatives also have an annual performance development review and take trade refresher courses where required.

Morrison have 38 operatives, two of those are apprentices. As part of our contract, we will stipulate the need for local labour and training opportunities, however under EU legislation there are limits to what roles can be advertised. But we do encourage all our contractors to source local labour where possible.

How many repairs are done by subcontractors and how do you check the quality of this work?About 14% of work is subcontracted, these are usually specialist jobs including asphalt, asbestos and electrical

work. We completed about 18,000 repairs in the past year. Of those Morrison inspects 10% of repair jobs (this is an industry standard), carry out telephone surveys and on-the-job feedback satisfaction ratings. Corrective action is taken where work is not up to standard; however, we’re pleased we receive compliments for workmanship in some cases.

What are the most commonrepairs?Plumbing, electrical and carpentry are our busiest areas. We are implementing an IT system which will

record data about our properties in a smarter way and help us to predict where future investment is required. For example, if we know that there are problems with pipes in a high rise block, we can see trends and plan long term investments for that area.

How do you deliver repairs to those with special requests?We work in a diverse community and are mindful of customers’ needs. Morrison employ a dedicated

Resident Liaison Manager and female operatives; we use translation services for those who do not speak English as their first language; and use British Sign Language and Braille calling cards for those hard of hearing or sight. We carry out surgeries on estates for hard to reach groups to ensure they can access our services; operate a password system for visiting people’s homes as a safety measure; and we supply staff with shoe covers where some faiths require these to access their home.

When replacing products in tenant’s homes, do you have

preferred items for use or can you supply ‘like-for-like’?

We’ll try to replace ‘like-for-like’ products where possible, but because our properties are varied in age

and type, and product lines from suppliers can change, this is not always possible.

sometimes residents are responsible for repairs in their homes, and sometimes KCTmo will fix it – could

you clarify who is responsible for which repairs?Tenants’ repairs responsibilities are outlined in your Tenancy Agreement, in our Repairs Handbook and on

our website. These include sink blockages; repairs to door furniture and letter boxes; replacement of WC seats, washers, plugs and chains; and minor decorative work to walls and ceilings. We do take into consideration elderly and vulnerable residents and can offer flexibility with some repairs. We also offer a special service for older residents who are eligible for our internal decorations scheme. If you are not sure whose responsibility a repair is, contact us for advice.

How many appointments are missed? Our most recent figures show that 94.88% of repairs appointments were kept in March 2011, with 39

appointments missed. Of those, about 60% were because the tenant was not home. In April 2011, 95.4% were kept, with 27 missed appointments.

Andy Marshall’s role includes managing the Morrison contract and developing business opportunities to expand the service.

Lisa Wilkinson has been a tenant at Westbourne Park Road for 12 years and is Chair of the Clydesdale House Resident Association.

res


•

repairs appointments Appointments are usually Monday to Friday, although we provide an out

of hours emergency service on weekends and bank holidays.



Did you know you can report repairs online? Visit www.kctmo.org.uk and

complete the online form. 7

Resident Lisa Wilkinson met with KCTMO Director of Partnering Andy Marshall at our Network Hub office

Together with Morrison we are committed to delivering an excellent service, and we will compensate tenants if we miss appointments. You can read more about this process on page 13.

improving the serviceis there room to carry out a more flexible repairs service for those who work? For the safety of tenants and repair workers, Morrison requires that the tenant be present when they visit to

carry out work. Operatives carry mobile phones, have vehicle tracking devices and access to a Management Incident line to ensure their safety. Where jobs may take some days to complete, we may be able to make a more flexible arrangement to accommodate the tenant.

Would you consider running diY training sessions at residents’ association meetings?Yes, Morrison run a community development programme and has worked with us to carry out DIY

sessions for residents in the past. We currently have about 50 residents groups across the borough, and are putting together a training programme for 2011/12, this is available on our website. See page 11 for more information.

sometimes residents have small jobs they’d like to have done but don’t want the hassle of logging repair

requests – would you consider a handyman service?Morrison currently carry out small repair jobs, however, we are looking at introducing a handyman service and

are currently assessing the demand and cost to deliver this.

How are residents consulted about major works?We have set up an Asset Management Engagement Panel made up of tenants and leaseholders. This group

met in May 2011 and will continue to be consulted on future projects to help us make decisions including selecting contractors and materials. We are looking for residents to join all our engagement opportunities, read more on page 9.

WANT TO KNOW MORE ABOuT SuPPORTED HOuSINg?

HOW WE TACKLE RENT COLLECTION? WE’RE LOOKINg

FOR RESIDENTS WHO’D LIKE TO PuT QuESTIONS TO OuR

MANAgERS ABOuT THE ISSuES THAT MATTER TO yOu. FIND OuT

MORE By CONTACTINg uS! 0800 137 111

[email protected]


If you would like to fi nd out if there is a Residents’ Association in your area, or to get help setting one up contact us

0800 137 111 [email protected]

Become a member for free! Contact us for your membership pack on download one online

0800 137 111 www.kctmo.org.uk 8

residenT enGaGemenT

We want you to get on board to shape housing services for all our residents! We’re holding 16 road shows across the borough between July 2011 and June 2012 to talk to you about building thriving communities. Look out for your invitation to a local road show event, or request your ‘get on board’ leafl et now!

maKing YoUr marKDo you want to make a diff erence in your neighbourhood? Why not join your local Residents’ Association (RA), or if you don’t have one, take the lead and set one up! An RA is a local group which represents the interests of everyone living in a particular area to help make their neighbourhood a better place to live. Currently, we work with over 50 associations across Kensington and Chelsea. We provide support and advice in setting them up and in running them, including providing grants to help to cover the running costs.

how Do theY worK?RAs work a little like a pressure group; they meet regularly to talk about the issues in their area, promote community spirit, residents’ rights and improve housing and the environment. As long as RAs meet certain criteria including being responsible, accountable, democratic and representative of their community; they will be recognised by KCTMO and will become part of consultation procedures for housing issues.

whY are resiDents’ associations encoUrageD?Tenants and home owners are our customers. To be successful in delivering excellent housing services we need to know what customers want. Working with RAs is one means of working with customers to improve services. Members can contribute to decisions aff ecting their area; monitor and review our services, and voice views of those in their area.

what are the Benefits? Develop a better sense of community spirit Enjoy social events with your neighbours Have a chance to choose what you want and establish a

consensus that you believe in Improve communal areas and enhance gardens and

security in your area Build a working relationship with KCTMO Understand how funding for repairs and improvements is

allocated Get assistance with funding for administrative costs,

including producing newsletters, posters and refreshments at meetings

Be a part of the decision making process for changes in your area

l p

you helped shape the new look Link! Read about it opposite.

SAvE THE DATE for our Residents’ Conference and Annual general Meeting on 17 September 2011

Is there a Residents’ Association in your area? Contact us to fi nd out!

We consulted residents about

the Link, in order to make sure it was meeting our residents’ needs, refl ects good practice, provides value for money and is accessible to all our residents.

We gained feedback through the TMO in Touch survey; at the Residents’ Conference in February 2011; through the Supported Housing Residents Group in March 2011; and at a resident Reading Group held in April and June 2011.

Overall 80% of residents found the Link informative and provided 120 comments about accessibility, timing, content, and tone.

Reading Group sessions delved into these areas further and looked at content, format and distribution, as well as compared other publications against it. As a result of feedback from these sessions we redesigned the Link in line with Disability Discrimination Act and Royal National Institute for the Blind guidelines – and in partnership with residents.

Residents told us they would like to see more photos and faces; shorter, snappier news relevant to residents; and less jargon. They also suggested articles to be incorporated into a story list for the year ahead. We’ve stamped

all the stories and features to show you we are listening to you! Look out for it!

A big thank you to residents who contributed to the Link! Let us know what you think by completing the survey enclosed and return to us by 19 August 2011.

in the

res


•

res


•

You said We did



Get on board!Contact us to get your leafl et and sign up now!

0800 137 111 [email protected] 9

pin the

Choose your destinationWe want you to get on board to shape housing services for all Kensington & Chelsea TMO residents! We believe engaging residents is vital to building thriving communities, and we’ve put together 13 ‘stops’ on our journey to delivering excellent services. You decide how much you want to contribute: you can vote in our annual

board election; fi ll out a survey; take part in a focus group; join us at an event; become a member of your local residents’ association, or be elected a board member. Look out for information on our upcoming recruitment roadshows or speak to your Neighbourhood Offi cer to Get on board!


are you proud of your place? Tell us what you love about your area!

[email protected]

Competition! Remember to fill out our reader surveys enclosed with this issue of

the Link to be in the prize draw!10

over To You

hilDa Keane has lived at her Cremorne Estate home for 35 years. She’s 83-years-old and is at the heart of many social events in her area. Her walls are lined with photos of people, places and fond memories – these are all adding inspiration as she records her memoirs for her Life Story book. The Austrian-born great grandmother was honoured in 2009 with a Mayors Award for services to the community, particularly in the south west Chelsea area.

FULHAM ROAD:In 1890 the whole street was renumbered from south to north!

DiD YoU Know...Portobello road’s name comes from a sea battle when england captured the spanish-ruled town of Puerto Bello – now modern-day Panama.

proud of your place

Back in time

“I love my home and the surrounding area holds many good memories for me. I look forward to the gardening competition each year – I love the roses.” hilDa Keane

WHAT DO yOu LOvE ABOuT LIvINg IN

KENSINgTON & CHELSEA? HAvE yOu gOT AN OLD PHOTO, FuN FACT OR A

STORy TO SHARE? [email protected]

res


•

res


•

res


•



Have you seen our photos online? Visit us at www.fl ickr.com/photos/kctmo

11

&

Have you got a question? Chances are, others want to know the answer too.

Write to us to get published. [email protected]

i would like to apply for a parking space, how do i go about it?We manage 1900 parking spaces and garages across the borough. If you are a KCTMO resident and would like to apply for a parking space on any of our estates you’ll need to complete an application form on our website.

Priority for parking spaces is given to residents with disabilities. You will not be charged for a parking hardstand as long as you send a copy of your mobility badge.

Applicants who owe money for rent, service charges or other payments are not eligible for parking spaces and will not go on the waiting list until arrears are cleared.

If you have any queries about your application, or need help completing this form, contact us.

How do complaints make a diff erence?We aim to be a listening and responsive organisation and consider complaints to be an essential learning tool for us to improve our service.

As a result of complaints we constructed a permanent ramp at a block of fl ats where a number of elderly people live, improving access to the building. We fi tted a fold up seat in a lift to help disabled residents and elderly people. We also extended the cleaning to the ground fl oor walkways to two blocks of fl ats to support elderly residents living there. These improvements came as a result of the feedback we received and have benefi ted residents in these areas.

We recently reviewed our complaints service in consultation

with residents, you can read about this on page 13. The new system is more accessible with customers being able to make a complaint at our reception areas, online and over the phone.

We are also working to prevent complaints recurring by improving the information we hold about our residents, this will help us to tailor services to meet our residents needs. You can help by confi rming your details are correct when you contact us.

i’m interesting in learning new skills, do you off er any training?We have a new training programme for 2011/12 which gives KCTMO residents the opportunity to take part in a range of training activities.

Our training programme is free for residents and includes repairs training with our contractor Morrison; cooking on a budget; and saving energy and recycling courses. We also run courses especially for Residents’ Association representatives, including cultural awareness, and committee skills.

For course details and dates visit our website or contact our Resident Engagement team:

0800 137 111 [email protected] www.kctmo.org.uk

Lending money without a licence is illegal. If you suspect someone

is a loan shark you should report them.

A ‘loan shark’ is anyone who is lending money without having a licence from the Offi ce of Fair Trading (OFT). These unlicensed money-lenders are working illegally.

how loan sharKs worK• they rarely give any paperwork to the people they’ve loaned money to - making it very diffi cult to keep track of how much is owed• if payments are missed, they often use threats and violence to get more money• they charge high rates of interest and also add other ‘charges’ to loans whenever they want• they take away people’s bank cards as ‘security’

You can check if someone has a licence by using the online Consumer Credit Register search on the OFT’s website.

If you have borrowed money from someone who doesn’t have a licence, you haven’t broken the law – they have. You can report them in confi dence using the details below.Remember, you don’t need to turn to a loan shark for money. If you’ve got debt problems, you can get advice over the phone or face to face.

0300 555 2222 stoploansharks.direct.gov.uk

John mendes KCTmo resident

res


•

res


•

Q a RESID

ENT’S COLuMN: BEWARE O

F LOAN SHARKS


reporting tenancy fraud If you have information regarding tenancy fraud, you can speak to your

Neighbourhood Officer in confidence 0800 137 111

did you know... You can apply for a parking space online at www.kctmo.org.uk 12

meeT THe Team

Your housing teamCustomer services advisor:

your first point of contact, they deal with general queries and

provide reception services in our offices. They can give your rent balance, log repairs, applications for parking or garages, and advice about our services.

environmental specialist:

works with the caretaking team to look after

the green spaces and plants, keeping them neat and tidy. Responsible for managing cleaning and grounds maintenance contracts.

Your neighbourhood officer:

is responsible for the area overall, and coordinates the service

you receive from other members of the team and from specialist services when they are required.

Caretakers:make sure the area is

clean, safe and well maintained on a day-to-day basis, doing

regular checks of our cleaning and grounds maintenance contracts.

rent income officer:

is responsible for collecting rent, helping residents with housing

benefit applications, financial services for parking matters, and giving referrals.

resident engagementofficer:

works with residents to involve the community in activities,

makes sure you know what KCTMO is planning and helps you get involved in shaping our services.

Contact us on the phone or online for all housing services!

0800 137 111 contactus@

kctmo.org.uk www.kctmo.org.uk

Home ownership services:

responsible for managing leasehold properties on behalf of the

Council. Includes billing and collecting service charge and major works payments; giving advice about the terms of lease; and consultation on major works.

We are responsible for the management of nearly 10,000 properties on behalf of the Royal

Borough of Kensington and Chelsea. This is one of the smallest boroughs in London, covering just over 4.7 square miles – and one of the most densely populated boroughs in the country.

There are just over 88,000 homes in the borough, with about a quarter of those in the social housing sector. 98% of KCTMO properties are flats, of which 25% are in blocks of 10 storeys or more. Many are on large estates but we also manage a substantial number of street properties, which have their own maintenance needs.

Right To Buy applications Dealing with antisocial behaviour Collecting rent and service charges Tenancy issues Cleaning and maintaining estates Homeowner issues Sheltered housing support and

Community Alarm Service Letting and management of garages

and parking spaces Major works Resident involvement and

consultation Gas servicing and repairs to tenants’

homes and communal areas Dealing with empty properties and

unauthorised occupation Complaints about KCTMOs service

what we Dor

es


•

WHAT ARE THE ISSuES IN yOuR NEIgHBOuRHOOD?

WHAT MAKES yOu PROuD OF yOuR PLACE?

[email protected]

res


•


If we fail to deliver a service or charge for a service that has not been provided we may provide compensation.

This might be by making an apology, providing financial compensation, or carrying out a review to prevent recurrence.

Financial compensation and refunds will normally only be paid if a resident suffers actual financial loss, although consideration is also given to the extent and duration of the inconvenience caused.

Our Compensation Policy aims to “put things right” and place the resident in the position they would have been had the service failure or disruption not taken place.

You can read the policy online or contact us to request a copy.

020 8964 6120 www.kctmo.org.uk


Working at KCTmo If you’d like to apply for a role with KCTMO visit us online and check out

our current vacancies www.kctmo.org.uk 13

We work hard to give you an excellent service, but occasionally things go wrong, and you may want to complain. Your comments – good or bad – are important to us to be able to put things right and learn from our mistakes. You can make a complaint, compliment or comment by:

Complaints Team, Kensington & Chelsea Tmo, 292a Kensal road, London W10 5Be

0800 137 111 [email protected] www.kctmo.org.uk

stage oneWe will acknowledge your complaint within two working days; and investigate and respond within 10 working days.

stage twoIf you are unhappy with the response at Stage One, or if we have taken longer than the agreed timescale to respond without an explanation, you can have your complaint considered at Stage Two. We will acknowledge this within two working days; and investigate and respond within 10 working days.

stage three – review If you are unhappy with the response at Stage Two, or if we have taken longer than the agreed timescale to respond without an explanation, you can have your complaint considered at Stage

in the news

Three. You should outline the problem and what you think we can do to put it right.

We will acknowledge your complaint within two working days and arrange for your complaint to be reviewed by a panel. This may include the Chief Executive or a Director, a resident Board Member and a Council appointed or independent Board Member. You will receive a response within 28 working days. We may offer a mediation or arbitration service at any stage of the process.

still not satisfieD?If you are unhappy with our response you may wish to contact the Local Government Ombudsman if you are a tenant; or the Leasehold Valuation Tribunal if you are a leaseholder (this will determine the reasonableness of works and costs). You can also contact your local MP or Councillor, the Citizens Advice Bureau or Housing Advice Service. For more details visit:

www.kctmo.org.uk

oUr complaints proceDUrecompensation for service failUres

res


•

BlantYre office reDevelopmentWe will be beginning work to develop the KCTMO Blantyre Office at Worlds End Estate this summer.

This work is part of our plans to improve accessibility and customer service to our residents. The development work includes private meeting facilities and a reception area for residents to meet with KCTMO staff.

The work planned also provides space for more staff to be located in

this office and improved IT systems. We will update residents in

the area about the changes and throughout the project, which gained planning permission in 2010. The works will take approximately four months to complete.

If you would like to know more details of the work contact Project Manager Simon Clark:

[email protected]


is this true in your neighbourhood?We’re working hard to improve our

services - tell us about your experience! [email protected]

read about our services onlineVisit us at www.kctmo.org.uk

14

HoW are We doinG?

performance scorecard

At KCTMO, we’re focused on continually improving housing services. As part of this, we set goals, monitor how we perform, and identify strengths and areas for improvement in a proactive way.

The table shown above sets out a number of areas residents wanted to see reported in the Link. It includes key areas which are crucial to delivering housing services. They are also measurable so we can see trends over time, and identify the areas we need to improve on.

what to measUre?We measure areas of our service which are refl ected in the goals set out in our Business Plan 2010/14. Our

Business Plan sets out our strategic and operational targets, and how we will achieve them. It also takes into account the Royal Borough of Kensington and Chelsea’s and other stakeholders interests and concerns. By outlining our priorities, we give clear direction to everyone involved in KCTMO. We update this plan each year – KCTMO Board and the Council Cabinet then approve it.

oUr core valUesCore values lie at the heart of everything we do. We expect our Board

and staff to follow these values, which include being open and accountable; valuing diversity; and inspiring change by improving communities. They serve as a constant reminder of the behaviour we expect as we work towards our vision.

Performance indicator

repairsEmergency repairs completed within 24 hrsUrgent jobs completed within fi ve daysRoutine jobs completed within 20 days

Gas servicing Properties with gas servicing carried out annually

Customer servicesCalls answeredResidents complaints responded to within target (stage one)

empty propertiesAverage time taken to relet emptyproperties

rent collectionCollection excluding arrears

Grounds maintenanceEstates which failed inspection standards

How we didlast year2010/11

97%92%94%

99.9%

64,39785%

26.7 days

100.94%

3.1%

Quarter4 (endingmarch 2011)

99%97%96%

99.9%

16,77984%

23.8 days

100.94%

2.9%

How we‘redoing now(april 2011)

99%98%96%

99.9%

4688*

25.5 days

98.12%

3.5%

Target2011/12

98%97%97%

100%

N/A90%

24 days

100.40%

5%

recent trend

N/A

res


•performance information eXplaineD

{KEY: Improving Stable Not improving * Figure unavailable due to a change in system}


memBership pagei would like to become a member

Please print all details in this box in BLOCK CAPITALS

Mr Mrs Miss Ms Other Address

First name(s)

Surname Postcode

Tel no Email

Please tick if we can contact you by email

How did you hear about signing up to become a member?

Would you like more information about opportunities to be involved with us? Yes No

I confi rm that I am over 18 years old and the named tenant, leaseholder or freeholder of a property owned by RBKC and managed by the TMO.

Please enter my name on the register of members of the organisation.

Signature Date

In the event that the company stops trading while I am a member (or within one year of my ceasing to be a member) I will contribute to the assets of the company a sum not exceeding £1 for payment of the liabilities of the organisation.

It would be helpful to have some information for our records. This will be protected by the Data Protection Act. We will not share this information with anyone (unless we are required to under law).

Date of birth

Gender: Male Female (please tick)

How would you describe your ethnic group? (please tick one box)

White: British Irish Other

Mixed: White & Caribbean White & Black African White & Asian Other

Asian or Asian British: Indian Pakistani Bangladeshi Other

Black or Black British: Caribbean African Other

Chinese or other ethnic group: Chinese Other

Do you consider that you have a disability? Yes No

If yes, please give details

Please tell us your fi rst language

When you have completed this form please return it to any member of TMO sta� or post it to:The Company Secretary, Kensington & Chelsea TMOFREEPOST RLYX-BE2B-CLYB, 292a Kensal Road, London, W10 5BE

TMO USE ONLYVerifi ed eligible by ______________________ Occupancy ___________ Date ____/____/________

Membership no ____________________ Date entered ____/____/________

Occupancy Key: Tenant = T Leaseholder = LH Non Resident Leaseholder = LT


Your LoCaL HousinG offiCesnetwork Hub292a Kensal RoadLondon W10 5BEOpen weekdays 9am-5pm

Worlds end estate offi ceBlantyre StreetLondon SW10 0DS020 8964 6161Open weekdays 9am-5pm

Lancaster West estate offi ce, Grenfell TowerLondon W11 1TQOpen Monday to Thursday 9am-4.30pm, and Friday 9am-1pm

ConTaCT us 0800 137 111

[email protected]

Kensington & Chelsea TMO, 292a Kensal Road, London W10 5BE

www.kctmo.org.uk

Finished reading me? Recycle me!

LinKResidents told us they wanted to see contact details for our services as well as advice of where to use our website for free!

We include a translated statement on the Link to ensure it is accessible to all residents in the borough. We arrange translators for those who do not speak English, and sign post to local English classes.

did you know you can access our website for

free at the network Hub reception?

LinKLinkr

es


•

100% RECYCLABLE


Documents

NEW LOOK! Look out for your ideas inside! · 2011-07-25 · notting Hill Carnival is happening over the weekend of 28-29 August 2011 , it has been running annually since 1964! 4 neWs