handbook for residents at stable Way

your handbook
We are committed to
delivering excellent
services to all our
residents who use our
services.
Whether you are
making an enquiry,
reporting a repair,
making a complaint or
you need help with an
issue, we believe all our
customers deserve a
Kensington & Chelsea TMO extend a warm welcome responsive, informed
to all residents of Stable Way. We began managing and efficient service.
the site from 2 January 2012 on behalf of the Royal This handbook
Borough of Kensington and Chelsea and the London lets you know about
Borough of Hammersmith and Fulham. the services that are
available on site, your
site facilities occupancy rights and
The site has 20 pitches, one of those has a community room and responsibilities and
office which is used for residents meetings and other groups. Each gives you useful contact
pitch has: information. We hope
Its own hard standing for parking a caravan and vehicle you find it useful and if
Hook up facilities to provide electricity to your caravan you need help please
An amenity block with a bathroom, toilet, kitchen and hot and cold ask your Site Manager.
water
contact us
No pitches are currently adapted for use by people with
disabilities. However, we can provide referrals for Occupational 020 3617 7080
Therapy services which can give advice. Please contact the Site
Manager for information. contactus@kctmo.org.uk
Your post will be delivered to an individual post box at the front of
the site. You are responsible for the post box and will have to supply www.kctmo.org.uk
your own padlock. Your postal address is:
For translations please turn over

Pitch number __
Stable Way
London
W10 6QX

KenSingTOn & CHeLSea TMO, 292a KenSaL ROad, LOndOn, W10 5Be
site manager The best way to keep you and your family safe
Daniel Mason is the from fire is to ensure that you have a working smoke
Site Manager for alarm that you test regularly. If you do not have
Stable Way. Daniel is a smoke detector you should contact the London
available weekdays from Fire Brigade and request a Home Fire Safety visit.
10am-4pm and can be They will fit a smoke alarm and give you advice on
contacted on the details improving fire safety in your home
below. 08000 28 44 28.
020 3617 7080
dmason@kctmo.org.uk SPACINg OF CARAvANS
We limit the number of caravans and vehicles on
Appropriate each pitch. This is to reduce the risk of fire spreading
arrangements will be and ensure the safety of everyone on the site. If you
made to cover Daniels absence. He is responsible intend to change your caravan or chalet please speak
for the day to day management of the site including: to the Site Manager.
Carrying out home visits and holding residents
meetings ANIMALS
Helping residents with written documents and If you have a pet, please make sure it is not a danger
forms (such as benefit forms) and advising on or nuisance to other residents or visitors to the site.
licence agreements You must clear up any dog mess as this is a health
Assisting with rent payment and taking action hazard, especially to children. We encourage all
regarding rent arrears dog owners to have dogs micro-chipped to give you
Making sure residents stick to their conditions of the best chance at being reunited if it goes missing.
their licence agreement and taking action if they Parks Police and Dogs Trust run regular free micro-
dont chipping events. Alternatively, speak to your Site
Manager for advice.
Reporting and advising on repairs
Working closely with the local Police and other
agencies to develop community safety plans and
initiatives.
Responding to complaints of all types of antisocial
behaviour and providing support to victims and
witnesses
Inspecting the site and making sure it is kept clean,
tidy and safe. This includes preventing fly tipping,
abandoned vehicles, improved cleanliness and site
quality
Managing empty pitches and arranging viewings,
and sign-up of new residents
Supporting residents to contribute positively to life
in their neighbourhoods.
In emergencies after normal working hours:
020 3617 7080

living on the site

FIRE SAFETY
Most house fires are preventable and are caused
by carelessness or misuse of electrical or gas
appliances. Half of all domestic fires are caused by
cooking accidents (particularly with chip pans
which should never be overfilled or left unattended
on the cooker). Other causes are careless use
of matches, cigarettes, candles, drying clothes
near space heaters, and using fire guards close to
curtains.
 your
agreement
You signed an
agreement when you
were allocated your
pitch.

This is a legal
document that tells
SAFE uSE OF BOTTLED gAS you about your rights
You are responsible for your own gas appliances and should have and responsibilities.
them checked every year to make sure they are safe. You are also
responsible for getting rid of empty gas bottles safely.
Please keep this in a
safe place. You must
RuBBISH keep to the conditions
Please get rid of rubbish carefully. The Council provide wheelie bins of this agreement or we
for your household rubbish. You should make sure that your bin is may ask you to leave
placed at the front of your pitch on the refuse collection day.
Special collections for larger items can be arranged. If you need a
the site or take court
special collection speak to your Site Manager. action to evict you. The
agreement also sets out
ELECTRICITY what services you can
Each pitch has its own electricity supply. You are responsible for rent
expect from us.
and electricity payments to your supplier. You may only connect your
caravan to the electricity supply using the external outlet provided. If
there are any unsafe cables you will be asked to remove them.
If you believe that
vEHICLES we have broken any
There is limited parking on the road for residents and visitors. You of the conditions of
must consider other residents when you, or your visitors, park the agreement or that
vehicles. Please always leave room for other vehicles to pass. It is
important to ensure that access roads are always maintained free of
you are being treated
obstruction to ensure that the Fire Brigade always have ready access unfairly, you can make
and can respond immediately to any fire or emergency. a complaint or seek
Oil waste must not be poured down drains. This can block drains
and damage wildlife.
independent advice.

PEST CONTROL
We have a programme of baiting to reduce the number of rats on
site. The trays containing rat poison are regularly checked and baited
by our contractors. If you have any specific problems with rats,
please speak to the Site Manager. Please put any food waste in the
rubbish bins provided and keep animal food in sealed containers.

CLEANINg
Residents are responsible for cleaning the site. The Site Manager will
carry out a monthly inspection; residents are welcome to join the
inspection.
INSuRANCE
We will insure the amenity blocks and infrastructure of the site
Ways to pay
but you need to insure your own caravan, vehicles, furniture and
contents.
your ground rent
Make payments online
REPORTINg ACCIDENTS at kctmo.org.uk
Should you have an accident in the communal area of Stable Way
please report this to your Site Manager as soon as possible. This will
enable us to investigate and take any necessary action to prevent a
Pay with cash or by
recurrence. cheque at any Post
Office. Make cheques
PAYINg YOuR gROuND RENT payable to The Post
Your rent for your caravan pitch covers the cost of running and Office Ltd. You will
maintaining the site. need your swipe card.
Your ground rent and service charge must be paid each week, Allow three days for
there are a number of ways you can pay your ground rent which are payment to reach us.
listed opposite.
If your ground rent is covered by Housing Benefit please make
sure that your claim is up to date. Housing Benefit is available for Pay over the phone
those families on a low income. If you would like to apply you can with your debit card
talk to the Site Manager for help. at 020 7361 3007
Rent is reviewed annually to make sure it meets our costs and is quoting your rent
affordable. We will consult you about any proposed increase before a
decision is made. You will be given at least four weeks notice of any payment reference
increase. number.
If you are having problems paying your rent you should discuss
this with the Site Manager who can provide you with help. It is
your responsibility to keep you rent up to date, and it is a condition
Post a cheque to us
of staying at the site. If you do not pay your rent we will take legal at unit A 292 Kensal
action and you may lose your pitch. If you are evicted, you may not Road, London W10
be provided with another pitch. 5BE. Make cheques
payable to Royal
Borough of Kensington
& Chelsea

Make payments in
person using your
payment card or
reference number at
the Cashiers Office,
Town Hall, Hornton
Street W8 7NX, 9am-
4.30pm Mon-Thurs,
and 9am-4pm Friday.

Make payments by
direct debit or standing
order, download the
form on our website or
contact us.
REPAIRS
The Site Manager inspects the site regularly and can
report repairs. You can also report repairs needed to
the site and amenity blocks directly to us:
0203 617 7080 (24 hours)
repairs@kctmo.org.uk
kctmo.org.uk

Repairs are carried out by our contractor,

Morrison. How we deal with a repair and the priority
it is given will depend on the type of repair. Our
repair categories and response times are:
Emergency 24 hours (includes repairs to remove
immediate danger to people; avoid flooding or
damage; or make secure and safe)
urgent five days (includes preventing damage or
health, safety or security risk and to overcome
serious inconvenience)
Routine 20 days (includes repairs which do not Blocked sink, wash-hand basin, bath or toilet
cause immediate inconvenience or present danger Supply and fitting of electric plugs and light bulbs
to occupants) Repair and maintenance of any alterations or
improvements carried out by you without consent
We will not recharge you for any damage through of KCTMO
fair wear and tear. However, you are responsible for
any damage that you, your householders or visitors NEIgHBOuR DISPuTES
have caused. This applies whether the damage was Antisocial behaviour will not be tolerated and all
on purpose or as a result of an accident or lack of complaints will be taken seriously. Please discuss any
care. If we carry out a repair for such damage, you issues with your Site Manager who will investigate
must pay for it. You can read more about our repairs and take necessary action with other agencies.
service on our website.

always contact the Police on 999 in an emergency.

WE ARE RESPONSIBLE FOR REPAIRS OuTSIDE OF
YOuR CARAvAN:
Blocked or leaking drain or toilet pan; blocked sink,
bath or wash basin; leaking cisterns, pipes or tanks;
toilet not flushing
Broken mechanical extractor fan
Faulty electric power or lighting socket
No electricity supply in the amenity unit
No water supply to the amenity unit
YOu ARE RESPONSIBLE FOR THESE REPAIRS
where these are a result of an accident, or your
neglect or misuse by you, or a member of your
household or your visitors
You can also contact Notting Barns Police Safer
Neighbourhood Team for non-urgent matters on:
020 8721 3014
07920 233 806
NottingBarns.snt@met.police.uk
ENDINg YOuR AgREEMENT
If you wish to end your occupation of the pitch and
leave the site, you must let us know and give 28
days notice. Before you leave you must make sure
the pitch and amenity block are clean and tidy, and
hand in the keys to the Site Manager. You must also
ensure your rent account is up to date.

APPLYINg FOR A PITCH

There is a waiting list for any vacant pitches. You can
ask the Site Manager for an application form and
details of how pitches are allocated.
EXCHANgINg PITCHES
If you want to swap pitches with another resident,
you will take the new pitch as seen. There will not be
an inspection of any repairs carried out other than for
health and safety reasons.

resident engagement
All residents of Stable Way are encouraged to get
involved in decisions and policies that affect them.
You can take part in Residents Association
meetings held in the Hut on site. These meetings
are held to discuss site issues and you can
choose to invite people from the Council or other
organisations. These meetings are important as the
decisions may affect you and your family.
The Traveller Inter Agency Forum in the Harrow
Club meets four times a year to discuss services
provided to the community and agree ways of
making them more suitable for your needs.
You can register to be a member of Kensington
& Chelsea TMO, sign up to take part in focus
groups or surveys, and attend events including the
annual Residents Conference and road shows.
These opportunities will be publicised in the Link
magazine which you will receive four times a year.
BENEFITS OF MEMBERSHIP
Join a community that wants to work with us to
change and improve housing services
Make your voice heard in how we run things
vote at the Annual general Meeting
Receive updates on our performance
Stand for election as a resident board member
Have the right to vote for resident candidates
standing for board member elections
Attend meetings including the Annual general
Meeting and contribute to discussing residents
priorities
get your own personalised membership
certificate
WHO CAN JOIN?
Anyone who is over 18 and the named resident of a
pitch managed by KCTMO.
comPlaints
We work hard to give you an excellent service, but information from us
occasionally things go wrong, and you may want We aim to keep you informed about our services and
to complain. Your comments good or bad are activities. The office notice board displays relevant
important to us to be able to put things right and learn information and we will also send you copies of our
from our mistakes. You can also give feedback through quarterly magazine, the Link.
residents meeting and site inspections. You can make
Information we hold about you is confidential and
a complaint, compliment or comment by:
will not be given to anyone who does not need, or
have a right, to know.
By Post
Customer Relations Team equal oPPortunities
Kensington and Chelsea TMO We are committed to keeping our customers and
FREEPOST RLYX-BE2B - CLYB residents at the centre of all we do by respecting
292a Kensal Road and valuing diversity, supporting and developing
communities and training and supporting our staff so
London
they can work as effectively and efficiently as possible.
W10 5BE
If you would like to know more about our approach
you can visit our website or speak to your Site
By Email Manager.
complaints@kctmo.org.uk

By Telephone
0800 137 111 or 020 3617 7080
 your local
housing
HA
RR
OW
Kensal Green Cemetery RO
AD

offices
ST. CHARLES
GOLBORNE
network hub
Saint
Charles
Hospital
LADBROKE GROVE

Kensington
Memorial Athlone

unit A, 292 Kensal Road

Park Gardens

NOTTING Westbourne Park

BARNES
Ladbroke Grove WES
TW
AY London W10 5BE
WESTWA
Y

Latimer Road
Open weekdays 9am-5pm
COLVILLE
LADBROK
WEST CROSS ROUTE

Worlds end estate office

E GROVE

Blantyre Street
Avondale
Park Sports
Ground Ladbroke

PEMBRIDGE
Square

London SW10 0DS

Gardens

NORLAND
Notting Hill Gate

020 8964 6161

Holland Park
NOTTING HILL
GATE
UE
PARK AVEN
HOLLAND

Open weekdays 9am-5pm

KENSING

Kensington
TON CHURCH STREET

CAMPDEN
Palace
Gardens

HOLLAND
HO

Holland Park
LLA

Kensington

lancaster West estate

ND

Palace
RO
AD

The
Town

office
Hall

Kensington
Olympia Kensington

grenfell Tower
STREET
High Street
N HIGH
INGTO
EARLS COUR

KENS
QUEENS
London W11 1TQ
GLOUC

GATE
T ROAD

ABINGDON
ESTER

Open Monday to Thursday

ROAD

AD
KE RO
PEMBRO

D
ELL ROA Knightsbridge
CROMW Science Museum
WEST

EARLS
9am-4.30pm, and Friday
CROMW Harrods
ELL ROA
D Natural History Victoria
Museum AD

COURT
& Albert RO
Gloucester ON
Museum MPT
BRO
W

Road

9am-1pm
AR

PACE
W

OE
THURL
IC

BROMPTON
KR

PONT STRE
Earls Court
COURTFIELD
ET
OA
D

Earls Court
Exhibition
Centre ROAD South
ON
D MPT
PTON ROA BRO Kensington
SLOANE STREET

OLD BROM OLD

HANS TOWN
REDCLI
FIN

FFE GA
BORO

SYDNEY
RDENS

REDCLIFFE
UG

St. Lukes
H RO

AD Gardens Sloane Square

RO
STREET

Brompton
AM
AD

Cemetary LH
FU

STANLEY
ROYAL Burtons Court
OAKLEY

AD
S RO
EDITH

D
HOSPITAL OA
GUNT

KING LR
ITA Royal Hospital
BEAUF

OSP
STREET
GROV
ER GR

LH
YA

PRODuCED BY KCTMO: Every care has been taken to make

RO
ORT
E
OVE

Ranleigh
STR

Gardens
EET

sure that this information is correct as at December 2011.

CHEYNE WALK
CHELSEA EMBANKME
NT

CREMORNE

FiniSHed Reading Me? ReCyCLe Me!

We can help you access this information in another way, format, style or language.
Contact us and we will do our best to meet your needs.

Podemos ajud-lo a aceder a esta informao de

. outra forma, noutro formato, noutro estilo ou noutra
.
linguagem. Contacte-nos e faremos os possveis para
satisfazer as suas necessidades.
Avgiv AvcbvK GB Z_ wfb fve, digU, vBj ev fvlvq cvIqvi
Rb mvnvh KiZ cvwi| Avgv`i mv_ hvMvhvM Kib Ges Avgiv Avcbvi Waxa aannu kaa caawin karnaa in aad si kale, qaab
Pvwn`v c~ibi Rb mKj cPv Kie| kale amase luuqad kale aad ku hesho xogtan. Nala soo
xidhiidh annaguna waxa aannu samayn doonnaa sida
ugu awoodda badan sidii aannu ku qancin lahayn.
.
.
Podemos ayudarle a acceder a esta informacin de otro
modo, en diferente formato, estilo o idioma. Pngase
Nous pouvons vous aider accder ces informations en contacto con nosotros y haremos lo posible por
dune autre manire, dans un autre format, un autre satisfacer sus necesidades.
style ou une autre langue. Contactez-nous et nous
ferons de notre mieux pour rpondre vos besoins.

We can also provide large print, audio file and Braille formats on request.

020 3617 7080 contactus@kctmo.org.uk