Street by Street Summer 2013

1www.east-thames.co.uk sbs

bystreet street

Mentoring scheme huge success! Check out pg. 8

East Thames residents’ magazine

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NEW rEpairs sErvicEon pg. 10

Is shared ownership for you?Home ownership opportunities on pg. 12

residents involved

Benefit changes Find out more on pg. 6

www.east-thames.co.uk

THAMES

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Contents

contents & welcome

Welcome to the summer 2013 issue of Street by Street. I’ve been a proud resident of East Thames for over 13 years now and have always been happy with the service I’ve received. I’ve found the staff polite and helpful, whether speaking to them over the telephone or visiting them in the office to resolve an issue. East Thames in my opinion listens to their customers. They try to keep updated with what residents require through surveys and inviting people to leave comments.

What’s been important for me is that East Thames also supports people back into work through a range of employment and training programmes (see page 8). I have taken part in some of these programmes such as the Routes to Work training and mentoring scheme. I found all sessions I took part in inspirational and motivating and I gained the skills and knowledge I needed to prepare me for work.

I have also recently joined the East Thames residents’ communications panel as a volunteer. I found my first meeting very interesting and lively. The members are friendly, welcoming and work very hard to ensure residents are kept informed on services, community initiatives and more. Why not come along and join the panel like me? We welcome new volunteers who can help shape how we communicate with residents. Details of joining are on the back cover of this magazine.

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 [email protected] or call Falon Paris, communications officer on 020 8522 3204. The deadline for the next issue is Fri 19 July 2013.

street by street is produced by the Marketing and Communications team, East Thames Group, 29-35 West Ham Lane, stratford E15 4PH Editor: Falon Paris Designer: Rably Malik Photography: Marcoms Tel: 020 8522 3204 Email: [email protected]

Contents & welcome

East Thames catch up

East Thames community

Money matters

Jobs & training

Online buzz

Your home

On the move

How we’re doing

Out & about

Contacts

15

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8

5

Sandra Gordon, East Thames

resident and member of the residents’

communications panelwelcome2

3

12

13

16

4-5

6-7

8-9

10-11

14-15

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East Thames catch up

One to One with Eamon O’Donnell

It’s been two months now since Interserve took over the delivery of East Thames’ new repairs and maintenance service. A huge amount of effort went into preparation for the new service. staff from Interserve and East Thames worked closely together to ensure a smooth transition, which was a really positive indicator of the strength of the new partnership.

We had really high demand for the service in our first week, partly due to the cold Easter and

problems with gas heating. We worked hard to attend to these urgent jobs and to ensure East Thames’ residents were warm in their homes over the cold snap.

Things are really taking shape now. We’ve increased the number of staff we have working in the call centre so it should be much easier for residents to reach us by phone now. In fact all our staff are now in place and are concentrating on making improvements all the time. On behalf of Interserve I would like to thank all East Thames’

residents for your patience and support during these early days. We are excited about the service and committed to making our partnership with East Thames truly successful by giving you an outstanding repair service over the coming years.

You’ll find more information about the repairs and maintenance service on pages 10-11.

East Thames Snippets

welcome Interserve account director for East Thames

New Union Wharf

progress

The regeneration of New Union

Wharf estate on the Isle of Dogs

is now moving into the next stage,

following the appointment of East

Thames’ development partner, Hill

Partnerships. Dragons Den-style

entrepreneur stars

Congrats to all winners of our social

enterprise competition! Organised

by the charity, Business in the

Community (BITC) in partnership

with East Thames, we had winners

from across the Olympic boroughs.

See our website for a roundup:

www.east-thames.co.uk/news/list

National Fraud InitiativeEvery two years, East Thames takes part in the National Fraud Initiative which compares information and data on our residents to help detect and prevent fraud. You can find out more about how your information will be used at www.east-thames.co.uk/national-fraud-initiative.

Bite sized updates to keep you in the know

New Union Wharf



Stay Well Healthy Living Network Did you know that East Thames runs a healthy living programme for anyone aged 50+ and living in Newham?

The Stay Well Healthy Living Network organises activities and workshops for anyone over the age of 50. These are organised by local partner organisations and led by trained professionals.

Classes on offer range from chair-based exercise lessons to tai chi, cooking and computer skills. You can also take part in social events such as coffee mornings or lunch clubs, where you can meet other people in your area who want to live healthier lifestyles.

Come along to one of our Stay Well health promotion events to find out more about staying healthy and speak to members of staff about the programme:

• Wednesday 12 June, 12-4pm: Beddalls Farm Court, 111 Tolgate Road, Beckton, London, E6 5XF

• Wednesday 26 June, 12-4pm: Janson and Gurney Road sheltered scheme, Janson Road, Stratford, London, E15 1TG

If you’d like more information, visit www.east-thames.co.uk/healthy-living, call 020 8522 2247 or email Blandine Obale at [email protected].

[email protected] 020 8522 3285




Do you think we need to improve our services?

Have you got an eye for detail and enjoy reading?

Are you the neighbour that everyone comes to for advice?

Could you spare a few minutes to email us your views?

There are lots of ways you can work with us to make things better. Just contact the resident involvement team and you could make a real difference.

To find out more contact us on 020 8536 3957 or email [email protected]

The resident involvement team

✓✓✓✓

Want to make a difference?

Alternatively you can visit www.east-thames.co.uk/ways-to-get-involved

5sbswww.east-thames.co.uk


Get a free Green Homes pack We recently helped hundreds of residents reduce their energy and water consumption, and increase their recycling in a scheme funded by the Department for Environment, Food and Rural Affairs (Defra).

Everyone who took part received a Green Homes pack full of ideas. Following the project, a third of those who took part said they were recycling more and a third were using less water. A quarter of those who took part said they had reduced their energy consumption.

Rosalind, an East Thames resident in Manor Park, Newham, had always been environmentally friendly but said the scheme helped her make even more changes to her lifestyle. “The changes have saved me money on bills. It’s not about penny pinching, it’s about being careful.”

The scheme was such a success that we are now offering free Green Homes booklets to all our residents. You can read more about the scheme and download your booklet at www.east-thames.co.uk/healthy-living. Alternatively contact Leigh Walker on [email protected] or call 020 8522 2549.

Janson and Gurney Road volunteering star! As reported in the last issue of Street by Street, Janson & Gurney Road sheltered scheme resident Lucrecia (Lucy) visited Italy last year with the Retired and Senior Volunteer Programme (RSVP). Lucy’s volunteering started three years ago when she set up a knitting club at Janson & Gurney Road and encouraged residents to support the RSVP by knitting items for people in need.

Very excitingly Lucy recently got the chance to reunite with Italian volunteers as members of the Italian programme visited London and paid a special visit to Janson & Gurney Road. In what was a joyful and inspirational afternoon, the Stratford

scheme laid on a full British cream tea and cake party and displayed knitting works from both the British and Italian projects.

Lucy said, “It’s so rewarding to be involved in the RSVP and it was great to see some of the people I met on my Italian visit.”

Scheme manager, Hannah said, “Lucy truly is an inspiration to everyone at the scheme and a shining example of volunteering.”

Read more on our website here: www.east-thames.co.uk/news/apr2013/east-thames-resident-shines-retired-and-senior-volunteer-programme

Green Homes

Lucy (left) with a volunteer from the Italian project


Money matters

Spare bedroom• Under 61 and a half years old? • Claiming housing benefit? • Have a spare bedroom in your

home?If you answered yes to all three questions your housing benefit could be

cut by approximately £18 a week if you have one spare bedroom and approximately £35 a week if you have more than one spare bedroom (the exact amount will depend on

your weekly rent).

If you are affected by this cut, you might want to move to a smaller home. As well as reducing your rent, this would bring other financial benefits such as lower energy bills and

cheaper council tax. If you do decide to move, get in touch using the contact details on page 7. We can help you look for a smaller home, help you move and we may even be able to offer some financial help. Find out more at www.east-thames.co.uk/downsizing.

Benefit capBetween June and September the government will introduce a limit on how much benefit you receive. The limit is: • £500 a week for single parents,

couples and couples with children

• £350 a week for single peopleThe government will add together all the benefits you receive, including income support, jobseeker’s allowance, employment

and support allowance (the income related element only), child benefit, housing benefit and any help with mortgage costs. If the total you receive is higher than the weekly limits, your benefits will be reduced, some people may even lose all their housing benefit. To find out more about this change and to work out if your benefits will be affected, visit www.direct.gov.uk/benefitcap.

Paying the differenceIf your housing benefit no longer covers the full cost of your rent, you can pay the difference over the phone with a credit or debit card, by direct debit or using a swipe card. Simply call us on 0845 600 0830.

Did you know: If you are a foster

parent or a parent with children in the armed

forces you are not required to pay extra if you have one spare

bedroom.


Money matters

We can helpFor info on how to prepare for welfare benefit changes, visit www.east-thames.co.uk/benefits.

Alternatively, speak to our welfare benefit advisers Uyi on 020 8536 8803 and Arlene on 020 8536 8797.

You can talk to us about setting up a bank account, managing your money and making sure you’re getting

the benefits you’re entitled to. You can also email us on [email protected].

Worried? Get in touchMs Ferdinand, an East Thames resident living in Redbridge, read about the changes to welfare

benefits in Street by Street. Having lived in her family home for 15 years, Ms Ferdinand’s main concern was having her housing benefit reduced due to the spare bedrooms she has. “I was very much worried about how I was going to find any extra money to pay that extra bit of rent”, she said.

Ms Ferdinand decided to get in touch with Arlene, one of East Thames’ welfare benefits advisers. “Making that first contact can be quite difficult but I’m really glad I did. Arlene went through it all with me and discovered I wasn’t really claiming all of the benefits I should

have been claiming. And when I got a letter from the benefit office not long ago

that was worrying I rang her. She explained it to me and she called them for me. On the

phone she was very positive and I felt like she wanted to help. She was also able to offer me an

appointment fairly quickly.”

Master your moneyBudgeting your cash can help you take control of your finances, make your money go further and stop debts getting out of control. Start budgeting by using a budget planner, like the one available at www.moneyadviceservice.org.uk/budget or simply keep a daily record of your spending. It’s important to compare how much you’re spending with how much you have coming in from your salary and/or benefits.

Top tips: 1. If you make regular payments

to cover monthly bills, set these payments to happen as soon as possible after you get paid or receive your benefits.

2. Consider the different options you have for paying your bills – it might be cheaper to set up a direct debit.

3. Consider cutting back on non-essential items – take a look at www.moneyadviceservice.org.uk/cutback for more info.

4. Compare phone, gas, electricity and internet deals to make sure you’re getting the best price.

5. Check you are receiving the right benefits. You may be entitled to more than you currently receive. To find out, use this online benefits calculator: www.turn2us.org.uk/benefits_search.aspx

I felt like she wanted to help


Jobs & training

Routes to Work Here’s an update on two of the schemes we offer through our Routes to Work programme.

Find a mentor in a local businessWe offer lots of mentoring opportunities through Routes to Work. Our newest scheme saw 20 East Thames residents mentored by 20 East Thames employees. The scheme was a huge success: six participants are now in employment and 14 are working with Routes to Work to develop their skills and look for jobs.

East Thames resident Alicia recently took part in the scheme. She said: “I wanted to make a change, but knew I couldn’t make one by myself. These mentors believe in you. Just

because you’ve had challenges in life doesn’t mean you can’t be valuable to society and fulfil your dreams.”

Mentors can help you improve your self confidence and give you a different perspective on your job search and career goals. The staff mentoring scheme at East Thames will be up and running again soon so watch this space. In the meantime, there are plenty of other opportunities in businesses across east London, Essex and the City. Just get in touch using the details on page 9.

Work placementsWe also offer work placements to help you get valuable experience in the workplace. We will match you

up with a placement that fits your needs and provide added support including training and CV tips.

Businesses we can offer placements with include Trowers & Hamlins, an international law firm who have been working with us for nine years. Every year they run two work placement

FINDING THE RIGHT TRAINING PROGRAMME FOR YOu

East Thames offers a number of free courses to help you find a job or benefit from training.

ROuTEs TO WORK is a work experience and business mentoring programme giving you valuable on-the-job

experience to help you get full time work.

WORKWIsE is a series of friendly group sessions to help you improve your chances of getting a job. The

sessions include help to search for a job.

COMMuNITY CHAMPIONs is a volunteering programme centred around projects that will improve your local

area. The programme helps you learn new skills and increases confidence in work situations.

WORKPLACE HuB is a drop in centre which provides support to Newham residents, matching skills and job

aspirations with local vacancies.

FIND OUT MORE: visit www.east-thames.co.uk/employment-training or talk to our

employment and training team today about the service that’s right for you. Call 020 8522 2221

or email [email protected].

employment &training opportunities

Online buzz

online buzz

For all the latest news and

information visit: www.east-thames.co.uk

www.east-thames.co.uk sbs

programmes and provide mentoring and training, as well as additional support including a new suit for each participant.

This is just one of many work placements in varied fields and locations. We can also help you find volunteering opportunities to gain the skills you need to enter the world of work.

Countdown to Facebook page launch begins!After receiving feedback from residents, we’re gearing up to launch a Facebook page for you! The new page, which will launch this summer, will be a place where you can give us feedback, find useful information, join conversations and see photos from your events and projects. Keep an eye out on Facebook and don’t forget to ‘Like’ our page once it has launched.

What’s the word on Twitter The National Housing Federation praises Harlow Foyer residents for their work on Channel 4 series, The Secret MillionsNational Housing Federation: “Big congrats @EastThamesGroup & their Harlow residents who got @BigLotteryFund w/ @PopUpTalentUK on #secretmillions - http://ow.ly/jQm8L”

Read more here: www.east-thames.co.uk/news/apr2013/east-thames’-harlow-foyer-

residents-help-secure-£2-million-big-lottery-fund-channel-4-s

Margaret Hodge visits Barking Foyer Money for Life Challenge participantsMoney for Life UK: “@margarethodge joins residents at @EastThamesGroup Barking Foyer for launch of their #TOWIE MFL Challenge project pic.twitter.com/0sjUxpzUzR”

Read more here: www.east-thames.co.uk/news/mar2013/east-thames’-barking-

foyer-residents-funk-their-flat-–-towie-style

9

Every issue

we’ll take a

look at what’s

happening online

If you’d like to take part in the Routes to Work programme, you can drop into the East Thames office at 29-35 West Ham Lane, Stratford, E15 4PH on a Tuesday between 10am and 12pm. Alternaively call 020 8522 2221 or email Shehla Kadri on [email protected].


Your homeFeatured story

In April this year Interserve took over delivery of East Thames’ repairs and maintenance service. Over 100 members of staff transferred to Interserve from East Thames and our previous suppliers, bringing a wealth of experience, knowledge and expertise to the partnership.

As our repairs and maintenance partner, Interserve is responsible for carrying out: • Day to day repairs to your home

and communal areas• Cyclical maintenance and

planned works such as redecorating the outside of your home

• Annual gas servicing• Gardening and cleaning of

communal areas

Thanks to feedback from East Thames residents, all Interserve staff working with East Thames have been provided with vehicles which are fitted with the latest environmentally friendly technology such as converters for recharging power tools and low emission engines to reduce the carbon footprint.

Residents were also involved in helping select easily recognisable uniforms which feature the East Thames and Interserve logos. While these uniforms will make Interserve staff easy to recognise, please don’t forget to ask to see identification before letting anyone in to your home. You should also ask the tradesperson to explain what repair they have been sent to undertake

so you can make sure you are letting in the right person.

Interserve staff working with East Thames are based at both East Thames’ West Ham Lane office in Stratford and at a depot in Dagenham. The team is also using software that recognises which geographical area staff are working in, along with their trade and specialist skills so they can be deployed to new jobs, close by. This helps Interserve direct the nearest skilled tradesperson to carry out your repair. This localised approach will make the repairs service quicker and more efficient.

Your repairs service


Your home

Positive feedback from residentsMs Gray of Clarence Place thanked Lee Whitbread and Ray Singh for their sterling work.

Miss Jobanputra of Romford Road praised our call centre assistant Michelle Reidy.

Miss Jones wanted to thank our team who had to come to her aid during an out of hours call.

Reporting a repairIf you wish to report a repair you can still call us on 0845 600 0830 from 8am to 8pm Monday to Friday and from 8am to 1pm on Saturdays. When you call, you’ll be asked to press ‘1’ for all new and existing repairs. You will then be put through to the Interserve repairs call centre where a member of the Interserve team will aim to understand the problem and arrange an appointment for someone to visit your home to carry out the repair. The same number can be used 24 hours a day for registering out of hours or emergency repairs only. If your repair is not an emergency, please call between the hours listed above so we can arrange a suitable appointment. We cannot deal with standard repairs outside of these hours.Repairs can also be reported by email on [email protected] or by texting 07917 212724 just remember to include your full name, address and the nature of the repair in the message. You can also use these contact details to provide any feedback you might have on our repairs service.

Resident feedbackTo ensure a high quality service, a number of residents will soon be carrying out mystery shopping by calling the Interserve contact centre to check customer service.

East Thames resident, Jeanette Dye has already visited the customer contact centre and given the team advice and feedback from a resident perspective.

Over the coming months Interserve staff will continue to work with residents on the Strategic Maintenance Monitoring Panel to make sure the service is meeting the needs of residents and to provide the opportunity for feedback.

A number of adjustments and improvements have already been made following residents

feedback, for example there are now 14 members of staff working in the Interserve contact centre, instead of seven, and more estates have recently been added to the grounds maintenance and cleaning schedule. The hard work is already paying off, with several residents contacting us to give positive feedback about the service they received (see right).

The journey has begun! Over the next seven years, through our partnership with residents and East Thames, we will strive to deliver a service which improves all the time. We look forward to our journey with all of you.

“”Eamon O’Donnell,

Interserve account director for East Thames


On the move

Is shared ownership for you?

For more information on East

Thames properties or moving options

visit: www.east-thames.co.uk/buy-

or-rent-a-home or www.east-thames.

co.uk/moving-home. Alternatively,

you can contact our dedicated sales

and lettings team on 0845 600 0830

(9am-5pm) or email properties@

east-thames.co.uk (for sales) or

[email protected] (for

lettings)

New website for First Steps You may have noticed that the Mayor of London’s affordable

housing programme, First Steps has changed. Until April, the First

Steps website allowed you to register once for properties across

London. You can now search for properties at www.sharetobuy.

com/london and then enquire directly to the relevant housing

association such as East Thames. To be the first to find out what

properties we have on offer, you can also register with us directly at:

www.east-thames.co.uk/register

In the last issue of Street by Street we told you about our plans to hold a shared ownership open day. The event was a success and one couple used the day to visit our So Stepney development in Stepney Green. They were so impressed with the property and how affordable it was that they paid a deposit that same day!

So Stepney is one of many developments East Thames has to offer people interested in shared ownership. The development now has a further selection of 1, 2 and 3 bedroom apartments available. A special launch event for social rent residents will take place on Thursday 6 June with an event for all other interested residents on Saturday 8 June. Get in touch to book and find out about this and other shared ownership opportunities. Simply call 0845 600 0830.

This is an East Thames show flat for illustrative purposes only.

Fairwater, Isle of Dogs is a stylish development of 16 shared ownership homes and 12 homes for private sale. They range from 1, 2 and 3 bedroom apartments to 3 bedroom maisonettes. We are holding a special launch event for social rent residents on Wednesday 26 June followed by a launch for all other interested residents on Saturday 29 June. Book your appointment today by calling 0845 600 0830.


How we’re doing

Quarterly performanceJan - Mar 2013

For more information on East

Thames properties or moving options

visit: www.east-thames.co.uk/buy-

or-rent-a-home or www.east-thames.

co.uk/moving-home. Alternatively,

you can contact our dedicated sales

and lettings team on 0845 600 0830

(9am-5pm) or email properties@

east-thames.co.uk (for sales) or

[email protected] (for

lettings)

The customer service standard we want to provide

Between January and March 2013 we received 188 stage 1 complaints. In 68%

X(127) of these cases we agreed there was a problem and took action to correct the issue. Our target was 60% or below

The supported living and care service we want to provide

Between January and March 2013, 103 residents moved on from our foyers

P

The repairs and maintenance service we want to provide

92% of repairs were completed on time (12,339 out of 13,348)Our target was 95%

~

We’ve met our targetP

We’re close to meeting our target~

We’ve missed our targetX

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

Neighbourhood management service we want to provide

89% of new tenants received welcome visits (146 out of 165)Our target was 90%

88% of residents were satisfied with the way welcome visits were

We completed 68% of tenancy verifications against the planned target of

PFrom a total of 521 residents surveyed, 197 would definitely recomend East

PThames’ sevices to families and friends. This gave us a Net Promoter Score for Landlord Services of 16.3.Our target was 15

The rent collection service we want to provide

Our rent arrears are at 3.6% (£2.5m of rent not collected from a total of £68.4

Pmillion) Our target was 4.6% or below

and care schemes. 78% (80) of these were classed as successful departures.Our target was 75%

74% of our schemes and foyers were rated A or B at their last quality

Passessment inspection (160 out of 217). Our target was 69%

conducted (29 out of 33)Our target was 80%

100%. Our target was 500. We completed 338

~

X


Out & about

REDBRIDGEApprentice working on East Thames’ Grove Farm development offered full-time job.

NEWHAMFocus E15 resident, Lee collects vouchers worth £50 having won a prize draw after participating in our annual support services survey

WALTHAM FORESTEast Living football club win match against rivals, the Warriors.

NEWHAMJanson and Gurney Road hosts Italian visitors as part of the Retired and Senior Volunteer Programme.

NEWHAMBluebell Grange residents celebrate Pancake Day!

NEWHAMMagpie Close resident Carole wins a hamper (left) and fellow residents enjoy a birthday barbecue (right)

BARKINGBarking Foyer residents shine in Lloyds TSB’s Money for Life Challenge and impress Margaret Hodge, MP with their project.


Out & about

Want to see your community, scheme or development represented? Send your photos to [email protected]. You could be featured in the next issue!

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

HARLOWHarlow Foyer residents help to secure £2 million from the Big Lottery Fund in Channel 4 series, The Secret Millions.

NEWHAMMagpie Close resident Carole wins a hamper (left) and fellow residents enjoy a birthday barbecue (right)

BARKINGBarking Foyer residents shine in Lloyds TSB’s Money for Life Challenge and impress Margaret Hodge, MP with their project.

www.east-thames.co.uk

contacts

Local Councils:Barking & Dagenham: E: [email protected] T: 020 8215 3000 W: www.lbbd.gov.uk

Essex: W: www.essex.gov.uk includes links to all district councils

Harlow: E: [email protected] T: 01279 446655 W: www.harlow.gov.uk

Havering: E: [email protected] T: 01708 434343 W: www.havering.gov.uk

Newham: T: 020 8430 2000 W: www.newham.gov.uk

Redbridge: E: customer.cc@ redbridge.gov.uk T: 020 8554 5000 W: www.redbridge.gov.uk

Tower Hamlets: E: generalenquiries@ towerhamlets.gov.uk T: 020 7364 5020 W: www.towerhamlets.gov.uk

Waltham Forest:

E: [email protected] T: 020 8496 3000 W: www.walthamforest.gov.uk

East Thames

Address: 29-35 West Ham Lane, Stratford, London E15 4PH (open Mon-Fri, 8.30am-6pm)

Customer contact centre:Customer Contact Centre: 0845 600 0830 020 8522 2000 (lower rate from mobiles) (Mon-Fri 8.30am-8.30pm)

Email: [email protected] email: [email protected]

Web: www.east-thames.co.uk

about us East Thames is a registered social landlord and social regeneration charity with over 30 years experience of providing affordable homes. We are the largest housing association operating solely in east London and Essex and among London’s top 15.

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 13,250 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.

0800 952 0119192324

For free translation of this magazine for East Thames residents, call:Gain experience and flex

your creative muscles• Do you love to write?• Are you inquisitive?• Are you a social media whizz?• Want to experience what it’s like to

work in journalism?• Fancy dabbling in marketing &

communications?

THAMES

THAMES

THAMES

If so we have an opportunity for a select number of residents to get involved in helping us shape how we communicate.

What are you waiting for? Get in touch with Kalee on [email protected] or 020 8522 2568 for more information.

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Street by Street Summer 2013

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