Meet your new Director of Housing

Have your say on how your housing services are run

Westminster on Wheels at an estate near you

YourHomeNews and events for Westminster housing residents

Westminster HousingW

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Bringing housing services to your doorstep

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– Welcome –

from Councillor Andrew Smith, Cabinet Member responsible for Housing

Welcome to the first ever edition of YourHome magazine.

During the Listening Programme earlier this year you told us you wanted us to improve the way we communicate with you.

One of the ways we will do this is by delivering this magazine to your door four times a year to keep you informed about your housing service.

It has been more than 100 days since Westminster City Council brought the housing service back in-house and whilst we recognise there is much to do, we are making great strides to improve the service.

I want to see a service which is open and responsive to your views about the management of your home and delivers the quality of customer service that all Westminster Housing residents should expect. I am focused on working with the Westminster team and residents across the city to deliver on this.

Getting your repair rightWe know repairs are important to you and we are working with our contractor Morgan Sindall to improve our repairs service to make sure your repair is done right.

We want to make sure that once we have completed a repair in your home you are happy with the work done. We have doubled the amount of post-inspections of the repairs carried out in your home or in your buildings to check the quality of work. So far, 90% of all post-work inspections in your home are satisfactory, the other 10% will get done again. We are also inspecting 21% of all communal area repairs, this is 11% above the industry average. We ask you by post what you think of your repair, and in June, 87.3% of you were happy with your repair.

While these figures are encouraging and moving in the right direction we recognise that there is more work to be done. We are in the process of reviewing the repair service with our partners and are focusing on customer service, speed and quality.

Reduced calls about flooding by 48% We have introduced a Planned Preventative Maintenance programme to clear gutters, downpipes and drains on our estates as blockages are often one of the main causes of leaks.

The programme targets potential problem areas before they develop into serious repairs issues. After clearing, a camera is used to check the condition of the downpipe and if damage is found, a resin-based substance is used to surface coat the pipe and repair. This means that no downpipes need to be removed, which saves time, money and means you are not inconvenienced. We have rolled out this programme across 13 estates in the city and it has resulted in hundreds of drains which service 8,383 properties being investigated and cleared. By doing this we have reduced the amount of calls about floods and leaks by 48%.

Meet your new Housing Director

My name is Neil Wightman and I joined Westminster City Council on 20 May as the new Director of Housing.

I have worked in housing for 29 years and have plenty of experience working on the issues that concern you.

I was Director of Housing at London Borough of Lambeth before joining Westminster and was previously at Camden, where I started my career in 1990 as a housing adviser in Camden’s Housing Advice Centre.

Since joining I have been getting to know your community and the service. I have read all the feedback from our Listening Programme and I have spoken to residents, so I have a good understanding of what your biggest issues are.

My priorities over the next couple of years are:

• Improve the responsiveness and quality of the repairs service

• A better service for leaseholders

• Support vulnerable residents

• Develop a local offer and increase resident involvement

• Prevent homelessness

I am looking forward to working with you to make this the best service possible. I know there is much more to do but I am confident we will make real progress over the next year. I will keep you informed through this magazine about what we are doing.

If you would like me to come along to your Resident Association or resident group email me at housing.enquiries@westminster.gov.uk

It has been 100 days since Westminster City Council brought your housing service back in-house. We wanted to share with you what we have done so far to improve the service and some of our plans for the future.

A better service for leaseholdersFollowing feedback from leaseholders, we are committed to improving the services we deliver in this area.

Over the coming months we will review our engagement and consultation process on major works with a view to ensuring we provide clear and accurate information to our leaseholders. We are pleased to report that following recruitment of an additional surveyor, we are getting back to leaseholders at a faster rate when they submit alteration applications.

97% of appointments made for

routine repairs are kept

87.3% surveyed are happy

with their repair

98% of all emergency repairs are completed on time

Making resident parking a priorityYou told us that parking was an issue on your estates, so we are now consulting on introducing Traffic Management Orders (TMOs) to ensure that only the people who are permitted can park.

We put in place a TMO on Churchill Gardens in May and are now implementing TMOs in Little Venice and Westbourne Park.

Since their introduction, parking has already improved in these locations with illegal drivers and parking on double yellow lines being tackled. The council’s Traffic Marshals have carried out 241 patrols across these areas and issued 239 parking tickets and 299 official Warning Notices.

Visit westminster.gov.uk/yourhousing/parking for more information.

38,069 calls received and on average answered within 30 seconds

306 Twitter enquiries received through our new customer channel

PROPERTY

MOT We have made a list of the top 500 homes that have raised the

most repair call outs and we will give each home a property MOT to see what can be done to resolve long-term problems.

From 1 April – 30 June:

Our improvements to your services

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Get involved and have your say on how your services are run

We can help you set up and run local groups such as a Residents’ Association, Resident Voices or Sounding Board. Being part of these groups will give you an opportunity to have a say in how things are run in your area.

Residents’ AssociationThis is the most widely known option. We have over 20 Residents’ Associations in Westminster and we are currently helping other residents to set up an association where they live.

There is more time commitment required to run a Residents’ Association and you will need to adopt a constitution. You are entitled to a grant and you will have a stronger say on how services are delivered locally.

Residents’ VoicesThis option has a dedicated group of involved residents. However, the time commitment is less, and these groups are easier to establish.

Residents’ Voices can be used as a stepping stone to set up a Residents’ Association by giving you the experience you need while you build up interest amongst other residents.

Sounding Board and block repsThese are our most flexible option where residents can drop into meetings when they can. Meetings are organised and run by the local housing team, but you still have a say in the running of things where you live.

New groups that are looking for members and you can join:

• Gatliff Court, SW1– Residents have just launched a new Residents’ Association earlier this year. They meet monthly and are considering taking on the management of the window cleaning.

• Grosvenor Estate, SW1 – Residents have formed a group of block representatives and are now looking at setting up a Residents’ Voice or Residents’ Association.

• Oaktree House, Maida Vale – The new Residents’ Voice group is only a few months old but is already working with the local estate team to review service charges.

• Streets (West), W2 – Interested residents formed a steering group and decided a Residents’ Voice was the best option for them. The group represents residents living in street properties in the West area. Priorities for the year include having more involvement in the major works process, repairs and security.

• Warwick Crescent, W2 – There was a Residents’ Association for years but with long term residents moving away and interest dropping the remaining residents have chosen to adopt the Sounding Board model.

• Townsend Estate, NW8 – Residents are looking to launch a resident group and form a community garden group in August and would like interested residents to join.

There are also established groups that you can join and need your help.

Formal engagement structuresWe are currently reviewing the formal engagement structure which includes the Residents’ Council and the Area Panels.

Want to find out more?If you would like to join or set up a group, please contact the resident engagement team on 0800 358 3783 or email Ian Merriman at housing.enquiries@westminster.gov.uk or visit westminster.gov.uk/yourhousing/your-community/get-involved

Become a digital championOver the summer we will be improving the MyWestminster housing portal and we are looking for residents to help test the new digital service. You don’t need to be a computer whizz and can do this in the comfort of your own home, at a time that suits you.

To sign up and get involved email Steve Bennett at housing.enquires@westminster.gov.uk

Westminster on Wheels goes the extra mileOur new mobile housing service Westminster on Wheels (WOW) has been visiting residents on their doorstep and helping them resolve housing issues.

The bus is at a different estate each week to give on the spot help with everything from reporting a repair, anti-social behaviour, advice on employment opportunities and income, tenancy and lease queries. Teams from major works, parking, estate services, housing solutions and our contractors are available to assist residents.

Stephen Warwick, a resident of Lillington and Longmoore Gardens estate visited the bus on 17 April. He said: “This is a one stop shop for me as I have a couple of anti-social behaviour issues that I wanted to see someone about. I came here and got the answers that I wanted without having to wait very long.”

Come on board and find a date here: westminster.gov.uk/yourhousing/WOWdates

Do you need a home visit?We have many elderly or vulnerable residents who are unable to make it to one of our housing surgeries or the bus so to help these residents we can offer a home visit. To request this

service please call 0800 358 3783 and we will arrange for someone from our housing team to visit you.

850+ residents across

12 locations

95% were happy to have access to

WOW

86% felt WOW met

their expectations

72% surveyed said we resolved their issue

24 residents

connected with employment opportunities

109 enquires were made to the Anti-Social

Behaviour team

Clamping down on tenancy fraudWe have successfully won a court case against a council tenant who illegally sublet his social housing flat in Victoria as a holiday home through Airbnb. Following a tip-off, we found the property had been advertised on Airbnb with over 300 reviews dating back to 2013.

The tenant was taken to court for flouting the terms of his tenancy agreement with the judge making an Unlawful Profits Order (UPO) of £100,974.94 – the highest that has ever been awarded to the council’s fraud investigation team. He has now been evicted from the property and it will now be allocated to someone in genuine need of a home. We are serious about tackling the problems associated with short-term letting and Airbnb.

If you suspect there is illegal subletting going on contact our housing team in confidence on 0800 358 3783.

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What’s on in your local community hallsLydford Hall has ballet/dance sessions and Bluebirds ballet sessions.

Queens Park Court has Zumba classes, childminders group and Friday prayers.

You can find and book one of our halls at westminster.gov.uk/yourhousing/spacesforhire

Drop in at one of our housing surgeries

We host a weekly session where residents can discuss their housing queries with us in person.

Venue: Beethoven Centre, Third Avenue, W10 4JL

Dates: Every Monday from 2 – 4pm

You can also visit your local Area Service Centre at 1 Glasgow House, W9 1QY from Monday to Friday from 9am – 5pm.

Drop in at one of our housing surgeries

We host a weekly session where residents can discuss their housing queries with us in person.

Venue: St. John’s Wood Library, 20 Circus Road, NW8 6PD

Dates: Wednesdays from 10am – 12 midday

Venue: Church Street Regeneration Office, 99 Church Street, NW8 8EP

Dates: Thursdays from 3 – 5pm, except on the third Thursday of each month, when there is a session from 5 – 7pm

You can also visit your local Area Service Centre at 24 Lilestone Street, NW8 8SR.

North Local events, news and updates from Queen’s Park, Mozart, Maida Vale and North Street properties

Central Local events, news and updates from Lisson Green, Church Street, Marylebone and St John’s Wood

What’s on in your local community hallsGreenside Hall has Zumba classes, Taekwondo classes, pre-school music sessions and Iranian over 50s group dancing and singing.

We also have Broadley Gardens Community Space, Derry Hall and the Village Club. Book our halls at westminster.gov.uk/yourhousing/spacesforhire

Community conversations in MaryleboneWe held a community conversation in June with several of our residents in buildings across Marylebone which do not currently have a Resident Association. Residents from Carburton Street, Greenwell Street, Hanson Street, Cavendish Street and Great Titchfield Street were invited to discuss the possibility of setting one up, which is now being looked into.

Celebrating the reopening of St Jude’s Hall

The local community joined us to celebrate the re-opening of the newly refurbished St Jude’s Hall on Mozart estate. This thriving hub has been at the heart of the community, with roots dating back as far as 125 years, when Queen’s Park Rangers first used the building to meet.

The hall was opened by Karen Buck MP, who was joined by residents. Classes held in the hall include over 50s lunches, Paddington Development Trust Families sessions, church/family sessions and aerobics classes.

Email Area Service Manager Michael Melpous at housing.enquires@westminster.gov.uk

Email Area Service Manager Liz Waine at housing.enquires@westminster.gov.uk

Drop in at one of our housing surgeries

We host weekly sessions where residents can discuss their housing queries with us in person.

Venue: 60 – 62 Broadwick Street, W1F 7AN

Dates: Tuesdays from 9.30 – 11.30am and Thursdays from 1 – 3pm. For residents in the Soho and Covent Garden areas

Venue: Lillington Community Hall (Morgan House) SW1V 2LF

Date: Tuesday from 9 – 11am

Venue: Grosvenor Community Hall, Vincent Street, SW1P 4HB

Dates: Mondays from 9 – 11am and Fridays from 2.30 – 4.30pm

You can also visit your local Area Service Centre from Monday to Friday, 9am – 5pm at 137 Lupus Street, SW1V 3HE.

South Local events, news and updates from Churchill Gardens, Grosvenor, Lillington and Longmoore, Soho and Covent Garden and Pimlico Street properties

What’s on in your local community hallsGrosvenor Hall has dog/puppy training classes, yoga classes, over 50s lunch/sessions and Friday prayers. Dryburgh Community Hall has martial arts classes, tuition classes for Bengali women and Friday prayers.

Book our halls at westminster.gov.uk/yourhousing/spacesforhire

Converting empty spaces to help our vulnerable residents Staff at a sheltered housing building in Pimlico have come up with an innovative approach to ensure corridors are not a fire hazard.

Dozens of residents get around on motorised scooters and previously parked them outside their front doors in the 22-storey tower Glastonbury House.

Staff have converted empty offices on the ground floor into a garage for up to 20 scooters complete with allocated parking bays and charging points. The garage is only a short walk to a nearby lift.

What’s on in your local community hallsWarwick Community Hall has martial arts classes, open old age pensioners sessions and Paddington Development Trust families sessions.

We also have Amberley Clubroom and Pickering Hall. Book our halls at westminster.gov.uk/yourhousing/spacesforhire

West Local events, news and updates from Bayswater, Little Venice, Paddington Green and West Street properties.

Drop in at one of our housing surgeries

We host a weekly session where residents can discuss their housing queries with us in person.

Venue: Amberley Club Room, 10 Clearwell Drive, W9 2JZ

Dates: Monday at from 9 – 11am

Venue: Warwick Community Hall Meeting Room, 300 Harrow Road, W2 5HG

Dates: Every Wednesday from 3 – 5pm

Venue: Brunel Youth Centre, Buckshead House, Brunel Estate, W2 5UX

Dates: Tuesdays at 11am – 1pm or 5 – 7pm

Venue: John Aird Court meeting room, Block 107 – 115 John Aird Court, W2 1UZ

Venue: Westminster College, Paddington Green Campus, 25 Paddington Green, W2 1NB

Dates: Alternate Thursdays from 5 – 7pm

You can also visit your local Area Service Centre from Monday to Friday, 9am – 5pm, 155 Westbourne Terrace, W2 6JX.

Reviving our allotmentsWe are working on a project to improve the allotment area between Wilmcote and Princethorpe houses. Our aim is to improve the look of the area, provide better facilities and increase the number of allotment plots available for residents to use.

Email Area Service Manager Edith Brannigan at housing.enquires@westminster.gov.uk

Email Area Service Manager Leon Williams at housing.enquires@westminster.gov.uk

Page 8 | YourHome Newsletter | Summer westminster.gov.uk

Are your kids ready to Shake Up this summer?Keep the kids busy with the 10 Minute Shake Up games from Change4Life with Disney. Change4Life’s Disney-inspired 10 Minute Shake Up games help children get active for 60 minutes a day with 10 minute bursts of active fun, inspired by their favourite characters and stories from Disney and Pixar’s Toy Story 4 and Incredibles 2 and Disney’s Frozen and The Lion King.

Through the 10 Minute Shake Up games, children can develop physical activity skills; being strong like Mr Incredible, agile like Simba, or having strong stamina like Elsa. Find out more at: nhs.uk/change4life/activities

Contact usPhone

0800 358 3783

Email

housing.enquiries@westminster.gov.uk

Write to us

Westminster Housing, Westminster City Hall, 64 Victoria Street, 17th Floor, London, SW1E 6QP

Follow us on Twitter

@wcchousing

Keep track of the latest news onlinewestminster.gov.uk/housing

YourHome magazine is published by Westminster City Council. It is delivered to our Westminster Housing tenants and leaseholders throughout Westminster.

After reading please recycle YourHome magazine. The wrapping is made from a compostable potato starch – it’s better for our environment and can be disposed of in your usual waste collection or in a composter if you have one.

Tell us what you think of YourHome magazine. Email Editor at housingcommunications@westminster.gov.uk

Summer activities for children and young peopleSummer in the City is packed with thousands of hours of free and low-cost activities to help keep young ones entertained and active this summer. From music festivals to sports, view hundreds of events in Westminster, Kensington and Chelsea, Hammersmith and Fulham in July and August.

Find out more at mysummerinthecity.org.uk

Get a digital copy of YourHome twice a monthOur new look resident e-newsletter, YourHome, is your fortnightly roundup of all the latest news events and ways you can get involved in your community.

If you would like to receive the e-newsletter, which is sent by email, sign up on our website westminster.gov.uk/yourhousing/YHNewsletter