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Did you know you can

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access our website for
CONTACT US free at the Network YOUR LOCAL
0800 137 111, 020 3617 7080 Hub reception? HOUSING OFFICES
Kensington & Chelsea TMO,
Network Hub
Unit A, 292 Kensal Road, London W10 5BE Unit A, 292 Kensal Road
www.kctmo.org.uk London W10 5BE
Open weekdays 9am-5pm
Finished reading me? Recycle me! Worlds End Estate Office
Blantyre Street
N D
ENT ID
Residents told us they wanted to see contact
London SW10 0DS
S I N GTON A
OF KEN ISATION
ID 020 8964 6161
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details for our services as well as advice of where E N T

D O RG A N
Open weekdays 9am-5pm
RESI
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to use our website for free! FO R E N T

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N E M
AGAZI NT MANAGE
ID
ENT ID
Lancaster West Estate Office,
THE M A
We include a translated statement on the Link Grenfell Tower EA TEN
to ensure it is accessible to all residents in the London W11 1TQ CHELS
borough. We arrange translators for those Open Monday to Thursday
who do not speak English, and sign post to 08.30-4.30pm, and Friday
local English classes. 08.30-1pm
AUTUMN 2013

WHATS INSIDE QUICKFIRE WITH...

FAY EDWARDS
Your new board members
It has been my privilege to be Fifteen candidates stood for ve resident places in this years Resident Board
3 YOUR NEW BOARD returned to serve on the Board for
MEMBERS member elections, so members had much greater choice. An unprecedented
another three years, and I am
also delighted to have been re- turn out saw over 40% of members cast a vote, which was a large increase on
elected by the Board as Chair for the previous record (more than 31%) set last year. Our Chair, Fay Edwards was
another year.
re-elected and the other four places went to new candidates.
I want to make sure we keep a
4 NEWS IN K&C strong resident voice on the Board
Some of the activity going on in so the TMO continues to repair our homes. For example we
need to continue with our investment so that our homes
Tenants
your Borough KUSH KANODIA, ANNE DURU
are of a high standard, take action to reduce our fuel costs,
VICE CHAIR I have been a KCTMO resident
keep the TMO resident focused and make sure the TMOs
I wanted to be a member of the for 10 years and I am encouraged
new repairs company is a success.
board because I love London. I by the TMOs consistent and
6 AGM AND I was really excited to see the launch of Repairs Direct at was born in the heart of the city responsive provision of service
TEST OF OPINION the Residents Conference on the 21st of September. We and have lived in Kensington to TMO residents. I am also
all had a chance to talk with Repairs Direct staff on the day and Chelsea for over 30 years. I encouraged by the TMOs
and make sure they understood the importance of getting am passionate about the TMO efforts to continually strive to
it right. where I am a resident. I believe improve their service to meet
that I can add value to the board the demands of residents.
The Board of the TMO will be monitoring the progress of
7 RESIDENTS the company and ensuring it stays resident focused.
through my educational, business However, I am also aware of
and personal achievements and the importance of TMO residents doing their bit to
CONFERENCE There is also a Repairs Direct Service Users Panel in place,
extensive management and maintain effective communications with the TMO
which will meet regularly to provide specic feedback to
leadership experience in the and empowering the residents voice at all levels. I am
the company. If youd like to be involved in the Repairs
private, public and third sectors. interested in supporting the TMO at a senior level and to
Direct panel, please contact the TMOs Resident
use, as well as develop, my professional skills and wealth
Engagement Team.
8 RESIDENTS NEWS of business and management experience to assist the
TMO in providing an even better service to residents.

12 FROM THE COUNCIL

13 YOUR NEIGHBOURHOOD,
YOUR HOME
EDITORS
NOTE
Leaseholders
I have been receiving BRENDAN TRACEY DEBORAH PRICE
some useful I started my career working I wanted to be a board member
14 FOR SAFETYS SAKE feedback about the on housing for the elderly and of the TMO as I have useful skills
Link magazine, in housing for people with special and experience to offer as well
No time to read Link? This word cloud is made particular, a request needs. This is still an interest as a lot to learn from working
for more resident focused news. We I hold today. The TMO has collaboratively with other Board
up of Link articles and gives prominence to are always looking for news items for an extensive role in providing Members to shape the future
words that appear the most! the Link so do send through any news supported housing locally. As of the TMO at this difficult
you may have on events you have a board member I would like to economic time. It will require
attended, activities in your community, make certain that this important us to be creative, innovative,
celebrations etc. service is delivered to our fellow committed and pragmatic. As a
Although we are required to provide residents as it should be. If it falls below standard I will professional facilitator and coach
this magazine in printed form under want to fully understand why and help plan to make sure who works with multinational
our management agreement with it doesnt happen again. organisations at a senior level
the council, we do also provide it We all pay rent or service charges. I will make it in many sectors, including the
electronically on our website. You can my priority to monitor and make sure that our money voluntary sector. I welcome this
download your web copy any time is spent in the most effective and efficient way whilst opportunity.
from www.kctmo.org.uk. providing us with the greatest benet.
Thea McNaught-Reynolds
Editor
0800 137 111, 020 3617 7080
For the full list of our board members please see the TMO website, www.kctmo.org.uk.
editor@kctmo.org.uk

ENT ID
ID In this issue: Weve got lots of news Residents News Become a member for free!
RES

EA

and updates to share. If youd like to We need photos, stories and Contact us for your membership
RES
EA

ENT ID
ID
request a specic news item, please get ideas from you! Contact us pack, or download one online.
2 0800 137 111 020 3617 7080 www.kctmo.org.uk 3
in touch! editor@kctmo.org.uk editor@kctmo.org.uk
020 7605 6346
NEWS IN AND AROUND K & C

NOTTING HILL
CARNIVAL
Notting Hill Carnival was
Mayors Award in April for
her work on the Silchester
Estate and with the Estates
Kensington & Chelsea TMO Repairs Direct
celebrated in colourful style
on the August Bank Holiday
weekend. TMO staff held a
Residents Association.
She is a resident of
Silchester Estate. The
Looking after your home L AU N C H E D

residents meeting before

the carnival to talk about
security arrangements and
NEWS
IN AND AROUND
Awards and pictures were in
the local free paper delivered
to residents across the
On Monday, 2nd September, Kensington and Chelsea Tenant
Management Organisations (KCTMO) new repairs company,
there was another meeting borough. Repairs Direct, took over the day to day repairs for the homes
K&C
after the carnival to discuss the TMO manages on behalf of the Council.
lessons learnt. MEET COUNCILLOR
FEILDING-MELLEN
TRELLICK TOWER Deputy Leader and Cabinet With the companys mission to provide high quality repair services
ART COMPETITION Member for Housing, that meet the needs and expectations of our residents it has a
Residents of Trellick Tower Property and Regeneration strong focus on customer service. Repairs Direct has invested in new
were invited to make a Cllr Feilding-Mellen has systems, processes and comprehensive staff training to offer a high
drawing, painting or collage specic responsibility for standard of repairs service for residents.
on the front of a blank promoting better housing
postcard to illustrate their for residents and overseeing
Repairs Direct has set up a Service Users Panel to give residents
idea of An Ideal Home (the the Councils own housing more say in the services they receive. The Panel will act as a
place youd most like to live) consultative panel to Repairs Direct, supporting the company in
as part of local artist Charlie meeting its customer service goals as well as regularly reviewing and
INTRANSIT FESTIVAL tour progressed... was this monitoring performance.
Crashed was an immersive actually the case? Residents Managing Director of Repairs Direct, Andy Marshall, said Now
theatre production which of Lowerwood Court were
headlined The RBKC Arts given the opportunity to
that we have direct control of day to day repairs we can provide a
Festival In Transit. It was attend this production better service to our residents.
written especially for for free and given the For more information www.kctmorepairsdirect.co.uk
Lowerwood Court and took opportunity to be involved in
place from the 18th-27th set design and acting.
July. A consultation day between
The story behind this residents, The TMO and
performance was that Immercity Theatre Company
a UFO had crashed into was held in June and a
an abandoned car park terric childrens activity
Some of the team
in Notting Hill and an on the same day saw the
independent company production of some very projects. He also has a
was conducting public innovative aliens for broader role overseeing
tours. The audience was display. regeneration projects
assured that all was safe throughout the borough.
and ne, however, as the
TOURS OF KENSAL
HOUSE
Join award-winning SPID
Wardes
Ward de
ess 20
2013
13 exhibition Theatre Company on an Councillor Lady Borwick
This Must Be The Place. interactive and performative
Six of the pictures guided tour of Kensal House,
submitted by the residents W10.
of Trellick Tower, were Tours start every 15 minutes.
framed and hung alongside Book your FREE slot:
work by other famous Wednesday, 27th November
artists. Three prizes 2013, 6-8pm Ready for the road
were also awarded to MAYORS AWARD Saturday, 30th November
participating residents, RECIPIENT 2013, 3-5pm
including one for children Congratulations to TMO To book a FREE ticket call
under the age of 8, pictured resident, Eman Yosry, 0208 968 2961 or email
Service User Panel Members At the Repairs Direct Launch
above. who was the recipient of a youth@spidtheatre.com.

Is there an event happening Follow @kctmo on twitter to Do you have feedback about the
in your area? Wed love to report nd out the latest news. new company so far?
4 it in the Link 0800 137 111 repairsdirect@kctmo.org.uk 0800 137 111 020 3617 7080 www.kctmo.org.uk 5
AUTUMN 2013

Our Annual Report to Tenants (2012-13))

Each year we produce an Annual Report to Tenants. The report contains our self-assessment of The report covers our actions and
performance in the key areas of:
our performance during the previous year and is a key tool in allowing our residents to monitor Tenant Involvement & Empowerment
the performance of the TMO. Your Home
Your Tenancy
Your Neighbourhood & Community
Value for Money
TMO Board away day
We have included a summary of our report for 2012-13 below but you
can also read the full version on our website at www.kctmo.org.uk

Our key highlights from 2012-13 or request a copy by contacting our Performance Manager, Siobhan
Bowman on 020 7605 6402 or at sbowman@kctmo.org.uk.

TENANT INVOLVEMENT &
EMPOWERMENT
Becoming involved
Residents of the TMO are encouraged to become
Members and during 2012-13 we undertook a
membership recruitment drive, signing up 527 residents
as new members of the TMO. Members can attend and
vote at the Annual General Meeting, stand for election
as Board Members, attend meetings and contribute to
discussions on resident priorities.
Giving young people a voice
We set up a youth forum for children living in TMO
homes. The Childrens TMO is an opportunity for young
people to become engaged with their local communities
and play an active role in improving TMO services.
A number of forum activities were held in 2012-13,
including an estate photography project, participating
in an anti-social behaviour workshop and visiting the
TMOs Network Hub offices to meet with staff and the
Chair of the Board, Fay Edwards.
Customer Service
We retained the nationally recognised Customer Service
Excellence accreditation for another year.
We increased the percentage of complaints answered
within our target of 10 working days from 77% in
2011-12, to 83% in 2012-13, and reduced the number of
complaints escalated to Stage 2 from 37 in to 9.
Childrens TMO
YOUR HOME
Investment
We delivered a 9.2 million programme of capital
investment works to our properties during the year,
including installing replacement boilers benetting 421
homes, electrical works to 371 properties, 300 kitchens
and 230 bathrooms, and progressing works on our
Hidden Homes developments across the borough.
Repairs Direct
In January 2013 our Board unanimously agreed to set
up Kensington & Chelsea Repairs Direct to provide our
responsive repairs service. Repairs Direct is a separate
company from the TMO, with an independent Board of
Directors; however, it will be owned and closely linked to
the TMO and must answer to the TMO, and through us,
to our residents. Direct ownership of the business means
that we can invest in people, systems and equipment to
provide an excellent quality and highly responsive repairs
service and will allow our residents to have a direct voice
in how the service operates.
VALUE FOR MONEY
Investing in our stock
The Council and the TMO have been working closely
together to understand the Councils housing assets,
how they perform nancially, their investment
requirements and if there are opportunities for
investment. Recent self-nancing reforms mean that
rental income is now retained in local Housing Revenue
Accounts (HRA), where previously rents were pooled
nationally and a redistribution system was in place, and
with these changes Councils are now fully responsible
for maintaining their assets and funding investment.
The outcome of these reforms will be RBKC and the
TMO developing a strategic approach to investment
in our housing stock following updates to the HRA
Business Plan.
YOUR TENANCY
Rent collection
We collected over 45 million in rent and service
charges throughout the year, reducing current tenant
rent arrears by 117,000 against a target reduction of
100,000.
Welfare reform
We worked closely with the Council to prepare for
the introduction of the Governments welfare reforms
in April 2013, including signing up to the Pathways
to Work Charter, planning a series of Map Out Your
Future employment and training road-shows for 2013-
14, and recruiting two Welfare Reform Officers to work
with those households affected by the reforms.
Lettings
During the year the Council let 470 homes, to both
TMO and other social landlords in the borough, with
the average waiting time for a two bedroom home
approximately 2 years and 4 months. There are many
households who for a number of reasons wish to move.
During the last year we had over 8500 households
waiting for social housing in Kensington & Chelsea;
however, whilst demand for properties goes up each
year, the number of vacancies that become available
gets smaller.
Allocations
The Council has developed a new Tenancy Strategy
and Allocation Scheme to reect their priorities
to support local families wishing to move and to
tackle overcrowding. The Allocations Scheme will be
implemented later in 2013.
Estate Services Assistant,
Pat Coughlin and TMO
Chair Fay Edwards
YOUR NEIGHBOURHOOD & COMMUNITY
Estate Services
Following a review of our Neighbourhood and Estate
Services team we introduced a number of organisational
changes during 2012-13. Caretakers are now known as
Estate Services Assistants and will be accessible with
appointments and surgeries for those who need to speak
to them. There are now dedicated Estate Services Team
Leaders who will manage the Estate Services Assistants,
ensuring a high standard of service and promoting the
team and its work across the borough.
Anti-social behaviour (ASB)
Residents reported 233 new cases of ASB during the
year, less than in 2011-12. The types of ASB reported
included noise nuisance, vandalism, rubbish tipping and
harassment. In 2012 the TMO signed up to the Respect
Anti-Social Behaviour Charter for Housing Management.
This means that we are committed to tackling ASB within
our estates and will work together with partner agencies
such as the Police to achieve this.
Housing regeneration programme (HRP)
Resident groups can apply for annual grants from RBKC
to improve the appearance of their estates and spruce up
neglected areas in their neighbourhoods. These grants are
funded by the RBKC Housing Regeneration Programme.
During the year we completed work on ve HRP projects
and our Operations Committee reviewed eleven new
proposed projects for the 2013-14 programme, six of
which have since received initial approval from the
Council.

On average The facts If youd like to know about our

We re-let empty properties Our customer service team resident-led board, visit our
6 in 20.7 days in Quarter 4. answered 20,975 calls in website www.kctmo.org.uk 0800 137 111 020 3617 7080 www.kctmo.org.uk 7
Quarter 4.
 AUTUMN 2013

TMO Residents Conference 2013

The TMO hosted its largest ever Residents Conference on Saturday
21st September at the Holiday Inn Kensington Forum Hotel.

Initial feedback from residents and stakeholders has

been very positive and well be using your feedback to
plan next years conference.

240 residents, including nearly 30 children, participated

in activities throughout the day including meeting with
TMO staff, DIY and internet workshops, a Q&A session
with the TMOs executive team and tness classes.

Next year the conference will be completely refreshed

and presented in a new format.

A popular favourite
was the gardening
workshop and
participants of this
workshop were each
given a plant donated
by one of the TMOs
contractors.

We are currently looking for four

residents to join our planning
committee to help shape the event
in residents best interests. If you
would like to volunteer for next years
planning committee please contact the
Resident Engagement team at
getonboard@kctmo.org.uk.

You can see more photos Launch Day 240 people

from our Residents We also officially launched attended our Residents
Conference on Flickr. Repairs Direct at the conference. Conference this year.
8 0800 137 111 020 3617 7080 www.kctmo.org.uk 9
 AUTUMN 2013

RESIDENTS FROM OUR

RESIDENTS
FEELING BLUE
PICK-ME-UP TIPS
FROM TMO RESIDENT

NEWS JOHN MENDES

RA CHAIRS SOCIAL
The 3rd KCTMO Annual Chairs Get together was held
on Thursday 18 July, in the heart of Kensington at St
Mary Abbots Church hall. The event was attended by 23
chairs with a good mix of old and new who had a chance
to network in an informal setting. It was also a chance for
them to meet our Directors, the CEO, Robert Black, and the
Heads of Neighbourhood, Kiran Singh and Maria Needham.
YOUTH CLUB SUCCESS
The M-Starz Under 10s football team has had a really
successful season.
The team started off training in a school
playground and at Chelsea Youth Club but by the end
of the year they were playing proper football matches
on Sundays. They were also able to raise money to
go towards their kit by taking part in a sponsored run
around Battersea park.
The team won Sportsman Team of the Season
in the Lillie Road 5-a-side league and made it to the
semi-nals of the Park Walk Football Tournament.
With the progress of the team, they are working
in partnership with Chelsea Youth Centre on Worlds
End Estate.
One in ve Britons suffer from
stress at some point in their lives.
We live in a polluted environment:
physically and mentally. Stress depletes our
bodies of nutrients and so levels of the mineral selenium
are low in our bodies. The pressures of life can take a toll.
Nuts are a natural pick-me-up and improve our ability
to cope with stress. Eat seeds like linseed and four Brazil nuts every d
day.
Dot bags of nuts on your desk at work and at home by your chair; nuts
are also good when we just feel hungry and our eyes might stray to sugary
and salty things. For severe forms of depression our rst route is, of course,
always a visit to our GP, for help.
John Mendes, TMO Resident.
RESIDENT PICTURES
Residents of Lancaster West organised a fun
day earlier this year and sent in this picture.

A BIG THANK YOU

One of our contractors who did some work at Stable
Way has asked us to thank our resident Gerard
Winners of the quiz at the Chairs event. ODonnel saying ,please thank Gerard for me, as he
was a great help in organising vehicles and people
In the RA spotlight we heard from Anita Williams, on site so that we could work in a safe and friendly
Co-Chair of Kensal House, a new RA set up in November atmosphere.
2012. She shared about the challenges of a new RA and Thanks to Gerard from the TMO as well for helping
benets of working in partnership with the TMO. make the repair work possible.
The event was very lively and enjoyed by all, we have Hilda Keane celebrated her 85th
received excellent feedback about the event. birthday and sent us a photo
Lisa Wilkinson, Chair of the Resident Engagement Panel
and also of Clydesdale Residents Association said it was a TMO MEMBERSHIP REWARDS
nice way to acknowledge the chairs. All new TMO members are entered into our
It is great that Robert Black, TMO Chief Executive, monthly new member prize draw. Our most recent
comes along and is able to see the diversity of residents winners were: Alex Bosman,
associations. Mr Michael Peters
The event is a good opportunity for new Chairs to
the new Head
Ms Fernanda Ramos
recognise they dont stand alone and that there is support Miss Mamwa Basha of Contract If you would like
available through existing RAs. Its also an opportunity for Management, us to include your
all Chairs to share, in an informal way, what works and what Congratulations, you have each won a 50 high attended an RA celebratory picture

Photo courtesy of Tony Annis

doesnt, and have some fun doing it. street voucher. meeting and or story in the
Use your local Residents Association to feed back to the explained his role at
TMO any ideas you have for improving services in your area.
Link, please send it to
If youd like to become a member and be entered
the TMO. editor@kctmo.org.uk
into the prize draw, please ll out the membership
form at the back of the Link or register online at
www.kctmo.org.uk.
Everine Shand, Supported Housing Officer and Alex Bosman

Tell us about activities If youd like to nd out if there is a Residents Are you proud of your
you are involved in Association in your area, or to get help neighbourhood?
10 editor@kctmo.org.uk setting one up, contact us 0800 137 111, Send us your thoughts about 0800 137 111 020 3617 7080 www.kctmo.org.uk 11
getonboard@kctmo.org.uk living in Kensington and Chelsea
editor@kctmo.org.uk
 AUTUMN 2013

Annual General Meeting 2013

The Annual General Meeting the minutes of the last AGM, the
Welfare reform
(AGM) of the TMO was held on
21st September 2013 at the Holiday
Inn Kensington Forum Hotel
Financial Accounts and Directors
report for the year 2012/13, the
appointment of Baker Tilly as
officers here to help Many of our tenants have received
specialist housing advice from
following our very successful and auditors and TMO continuing to The TMOs two new Welfare Reform Officers Audrey Staying First (previously HASKC)
well attended Resident Conference. manage the properties on behalf of Giscombe (North) and Rosemary Sawyer (South and Lancaster over the past 11 years. The TMO has
Members of the TMO registered the Council. Members could vote worked in partnership with Staying
from 3pm onwards and the meeting for the resolutions from the 1st
West) have been helping support residents affected by Welfare
First to help tenants who have rent
started at 3.30pm. Fay Edwards, September 2013 by post and online. Reform changes. arrears get specialist independent
Chair of the Board, welcomed Some Members voted at the AGM They have already helped residents who were affected by advice to resolve these problems,
Members to the 17th AGM of and voting was opened for 1 hour the Bedroom Tax and now with the Benet Cap also now in instead of being taken to court.
the TMO. after the Chair closed the meeting. They can give you free,
Members of the TMO Over 660 Members voted and
place they are standing by to help even more residents.
condential and independent
considered resolutions to agree all resolutions were passed. The Benet Cap affects families who currently receive advice. They can help you to resolve
ion
est of Opin benets of more than 500 per week. The best way to avoid
2013 T Housing Benet problems and make
the cap is to claim Working Tax Credits. This requires you to an affordable and realistic payment
work for 16 or more hours per week if you are a single parent, proposal to reduce your arrears, as
Vacancy Resident Board Member or for 24 or more hours per week if you are part of a couple
an alternative to legal action being
taken against you.
on the Repairs Direct Board with children. These 24 hours can be from one member of the
couples employment alone, or for a combination of both as
You can be referred by the TMO
and you can also visit Staying First
The Board of Repairs Direct is appointed by the TMO Board and long as one of you works for at least 16 hours. staff at their twice weekly drop-
ins, without an appointment. This
there is one vacancy for a Resident Board Member. If you are affected by the Bedroom Tax or Benet Cap, service is available if you need help
Are you interested in repairs? Do you want to inuence the way your Welfare Reform Officer could help you by liaising with with your rent arrears, but Staying
that repairs services are delivered? Do you want to ensure that Vote today! TEST OF
OPINION Housing Benet to ensure your claim is correct, helping you First are not able to help with any
residents receive high quality repairs services? Under our agreement with
you from time to time wheth the council we need to ask claim any other benets that you may be entitled to, and other tenancy problems.
Vote online,
continue managing your er you are happy for us
home. to by post or in

If you are interested in applying for this voluntary position please You can have your say by
Look out for your Test of
post, online or in person.
person!
providing advice on budgeting, training and employment. Drop-in sessions are held at:
are a member, your AnnuOpinion voting pack, or if you
contact the Company Secretary Team on 0207 605 6352 for all the details. al General Meeting paper
s for
Call them for assistance today through our customer
more information or an application pack. If you have lost your ballot
0345 209 3770 and a replacpaper please call
ement will be sent contact centre on Freephone 0800 137 111 or on Tuesdays 5-7pm at
If you are not currently
www.kctmo.org.uk or call
a TMO member please
0207 605 6352
sign up at
020 3617 7080 if you are using a mobile telephone. Westway Information Centre,
140 Ladbroke Grove W10

TMO Online Services

Test of Opi
Opinion
iniion Thursdays 3-5pm at
As part of our agreement with Brompton Library,
the Royal Borough of Kensington 210 Old Brompton Road SW5
& Chelsea, over the month of
September, we asked you about Staying First is based at
You can now access your views on whether you wished Mulliner House Flanders Road,
the TMO to continue managing London W4 1NN.
your accounts and your homes. This was done by
your repairs history secret ballot and the process It is easy to reach Staying Firsts
online, anytime. was managed by UK Engage, an offices from Kensington, with the
independent provider of election bus route 94 stopping outside
services. the office building, which is also 2
Over 25% of you have voted minutes walk from Turnham Green
Its completely secure. by post, online and at some of underground station (Zone2) on the
the estate community rooms that District Line. Staying First staff can
we have visited during the voting also arrange to see you at the TMO
Register for access www.kctmo.org.uk period. Your views are important to
us and we wish to thank you all for
office at the Hub, Kensal Road by
prior arrangement and can visit you
participating. Please look out in the at your home if you are unable to
next issue of TMO Link magazine Rosemary Sawyer (South) travel to an office appointment.
for the winners of the 50 vouchers. Audrey Giscombe (North)

The AGM report is Thanks to all our residents who Need advice?
available on our website participated in the Test of Opinion Call to speak with a welfare
12 www.kctmo.org.uk A huge majority of you agreed the reform officer 0800 137 111, 0800 137 111 020 3617 7080 www.kctmo.org.uk 13
TMO should keep managing your 020 3617 7080
homes.
 AUTUMN 2013

Childrens TMO excursion Hidden Homes emerge

On Wednesday 7 August, bright and early at 8am our The rst three new council homes in many years have been completed as part of the
Childrens forum was ready and raring to go to Margate!!! TMO Hidden Homes Development programme and tenants have moved in

To recognise National Play Day, one The Council and the TMO have been working closely together to
of our contractors, Willmott Dixon, nd underused spaces on existing Council estates and consider
generously laid on a coach, lunch, fun the possibility of creating new homes for local people.
and games for the children of CTMO, This project builds on land the Council already owns, usually
and their parents. underused garages and undercrofts. As well as creating new
Our party of 35 included mums homes for residents, it can help to improve the environment and
and a dad in tow with buckets, spades, make an estate more attractive.
beach balls and picnic blankets. We The Hidden Homes programme has also given us an
were also given activity kits as soon as opportunity to build new homes which are accessible for people
we got on the coach, for the two hour with mobility problems
drive. The rst three at Greaves Tower on Worlds End Estate,
When we got to Margate, it was have been nished and tenants have moved in! Councillors
TMO staff and one of the new tenants of our
grey and eerie and there was a big chill had a walkthrough of the completed homes before the tenants Hidden Homes.
in the air. This did not put the kids off moved in.
one bit, they had brought the sunshine Three, three-bedroom homes have also been under
with them. Most of them stripped off construction in an undercroft at Holmeeld House. The homes
and got stuck in!! So did a couple of the will be let to households on the Councils housing register that
parents. need to move from their existing property. We expect these to be
The children were so happy to completed and ready for new tenants in November 2013.
see each other again; they have really
forged a bond. One was so excited he
had packed his bag two nights before.
COMMUNITY CHAMPIONS
A group of residents from the Dalgarno area of
North Kensington have become Community
Champions and have run a survey with 200 local
people to identify what their health and well-
being concerns are. The results show the two
main things causing most concern are how to eat
more healthily on a budget and how to get more
exercise. Many people also want more help with
the things that cause them stress such as
benets changes or not having enough money.
As a result of the survey the Community
FROM THE NOVEMBER NOUR FESTIVAL
11 JU LY 20 13 Champions are now planning to run the

MAP OUT YOUR FUTURE EMPLOYMENT

Dalgarno Community Champions Fitness
Project including organised guided walks,
COUNCIL November will have a very denite
Middle Eastern and North African
women-only swimming, exercise to music theme to coincide with the Royal
& TRAINING ROAD SHOW Boroughs Nour festival of the arts and culture.
In keeping its commitment to work with the Council classes and more.
The Community Champions are funded by the Created by the Royal Borough of Kensington and Chelsea,
and other local agencies to help residents nd The next road
Councils Public Health team and meet twice a Nour which means light or illumination in various Middle
employment and training opportunities, the KCTMO show
sh will be held on
month to discuss different health and well being Eastern languages - has now expanded beyond its original
held its second Map Out Your Future Employment Thursday
Th 17 October
issues. If you would like to become a Dalgarno venue of Leighton House, a remarkable symbol of east meeting
& Training Road Show in partnership with Catalyst 2013 at the
Community Champion or get involved with any west, to embrace the entire borough.
Gateway on Thursday 11 July 2013. Chelsea
C Theatre,
e This years festival takes place in globally renowned cultural
Plan the best routre
Over 100 residents attended the Road Show to 7WWorlds End Place, of the activities contact marie@dalgarnotrust.
receive one-to-one advice from local agencies and into your new ca er London
Lo SW10 0DR: org or 020 8969 6300. The Community centres across the borough, including the Victoria and Albert
Getting anywhere is much
easier when you have a
map; work and training
Champions volunteer programme is also currently Museum, Science Museum the Muslim Cultural Heritage
employment experts. Residents attending the road is no different. KCTMO
has partnered with local
agencies and businesses
to
10am to 4pm.
help our residents who need
career advice and suppo rt.
recruiting Community Champions for the Worlds Centre, the Cin Lumire, The Tabernacle, and the Mosaic
show were able to access advice and support needs shows for your personal
map into employmen t and
Next stop: KCTMO road
trainingsee over for more
details. End and Cremorne estates in Chelsea. Rooms. The programme embraces lm, exhibitions, talks and
ranging from information on changing career, to advice
#$1#2',#-32
.1!'(+"1#- #36##--
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2
Email barbara@chelseatheatre.org.uk debates, literature, music, politics, visual arts, fashion and
on different types of training. 4/#15(2#"4-9.-#$

getonboard@kctmo.org.uk
www. kctmo .org.uk
or phone 020 7349 7811. cuisine. www.nourfestival.co.uk
0800 137 111

Childrens TMO More

M ore iinformation
nformation
f about the
abo Our mission: To deliver
If your child would like to get involved road shows is available from the excellent housing services
14 with the Childrens TMO activities Resident Engagement team through resident led 0800 137 111 020 3617 7080 www.kctmo.org.uk 15
email getonboard@kctmo.org.uk email getonboard@kctmo.org.uk management.
 AUTUMN 2013

Working to stop For safetys sake you must

YOUR
NEIGHBOURHOOD
YOUR
HOME
FROM K & C
POLICE
REDUCE YOUR RISK
It is sadly still the case that a
signicant number of burglaries
are committed by gaining access
through open/insecure doors/
windows. Please be aware of
your security, even when your
home is occupied, day and
night. It is also a sad fact that
many cars are broken into are
left with belongings on show -
please ensure that when leaving
a vehicle, it is left locked and
personal belongings are hidden
away. For further tips on crime
prevention, I would strongly
suggest investing some time
looking at one of the many crime
prevention websites out there.
You might be surprised how
easy it is to prevent you and
your family becoming a victim.
For crime prevention advice and
helpful video clips go to
met.police/crimeprevention
anti-social behaviour have TMO consent to make
An important part of our work in the Neighbourhood
Management Team is to work with our partners in the police, alterations to your home
environmental health and CALM mediation service to prevent
and tackle anti-social behaviour.
Please ensure that if want to make any changes to your home that you ask the
TMO for permission. Recently the TMO attended court seeking possession of
a property where works had been undertaken without permission. Inside the
We have asked Heather Loebl who works at CALM mediation to explain the work that property it was found that the gas pipes had been interfered with, electrical wires
she does with KCTMO residents: were damaged and walls and cupboards were removed, which led to structural
When KCTMO refer tenants to CALM, you always have a one hour private issues with the stairs.
meeting to give you a chance to talk about what has been happening and what
needs to change for life to be better for you. CALM is an independent charity with The TMO, on health & safety grounds, completed works to make good the damage
no connection to TMO, the police or social services. Whats important is that you and a judge at the Central London County Court ordered the tenant to reimburse
feel supported and listened to by mediators who are impartial and will not take the TMO for the works and to repay the rent arrears that had accrued. In addition,
sides. Consider how long the dispute has been going on and think how things could it was also agreed that if any future works are undertaken by the tenants the TMO
be better after just three hours! can apply for them to be evicted. The TMO had to take this tenancy enforcement
Here are some of the reasons people give for not trying mediation action, in the interest of the safety of residents, staff and any visitors to the
I dont want to sit in the same room with them property.
In the rst place you will have a private meeting with our mediators, and no-ones going
to make you do anything you dont want to. To ensure you are compliant, please follow these steps:
It wont work 1) Contact the TMO prior to doing any works
2) Obtain permission in writing from the TMO to complete the alterations
If you dont try mediation your situation wont change. If you do, it might. 3) Provide the TMO with any planning permissions that are required from RBKC
I dont have time 4) Provide details of the qualications of your contractors to the TMO
Think about how much of your life is being affected by the situation. It may be over after 5) Comply with any conditions that the TMO impose
just three hours of meetings. 6) Ensure you consider health & safety at all times
They wont listen 7) Respect your neighbours when carrying out works
8) Ensure your work is post inspected by the TMO
After your private pre-mediation meeting, if you decide to have mediation with the other
9) Be aware that all main maintenance of the alterations is your responsibility.
person, the mediators will ensure you have the space to speak without being interrupted
by anyone else. Imagine how refreshing that will feel compared to exchanges you might
Thank you for your cooperation.
have had on the doorstep!
If youd like to nd out how mediation can help you, contact Heather Loebl on
020 7603 4014, info@calmmediation.org, or see www.calmmediation.org

OTHER PREVENTION WORK COMMUNITY CENTRES REVIEW

Cremorne Estate has recently had CCTV
installed and this has had a positive impact on
the Estate by deterring people from the local
area and nearby pubs from congregating at the
garage areas.
The Neighbourhood Officer carried out an
Estate Surgery at Wiltshire Close recently. She
used a questionnaire and asked residents about
their experiences of ASB on the Estate. An
overwhelming amount of people stated that
they felt the Estate was a safe place to live.
An ASB action day is being planned for
Worlds End Estate. The estate has also just
secured 15,000 for more CCTV to help tackle
anti-social behaviour on the walkways and in
the stairwells.
We have started a year-long project to improve the management
and usage of estate community centres and clubrooms, so we can
ensure these are an effective resource for all residents.
We are sending surveys to all households on estates where Home Contents Insurance
there is a community centre or clubroom. Please take a few minutes
to let us know your views on how you want these facilities to be If damage is done to your personal belongings and
used, either by completing and returning the paper questionnaire or possessions, such as furniture, carpets or clothing, you do
via our website at www.kctmo.org.uk have to claim against your own home contents insurance. Your Credit Union
The responses to this survey will be used as a basis for
If you havent got home contents insurance, you should Our new locally based community
discussion at public meetings to be held over the next six months.
All estate residents and any other users of the community centre shop around for one that suits you. You may be interested Credit Union is accepting members
will be invited to attend and to share their opinions. We hope to see to know that the TMO has recently asked the National from Kensington and Chelsea. Join
you there! Housing Federation to put together a policy for TMO online at www.yourcu.co.uk or call
If you have any questions about the review please contact
residents, which they are currently doing. Details of the 0207 605 6341 for a postal
Jacqui Picot, Assistant Project Manager, on jpicot@kctmo.org.uk
or call Customer Services on 0800 137 111. policy will be publicised in the next few months. membership application form.

If you need to report anti-social In an emergency, always Home work

behaviour please call our customer call 999 for assistance. Please contact the TMO before
16 service team on 0800 137 111, starting any works at your home 0800 137 111 020 3617 7080 www.kctmo.org.uk 17
020 3617 7080 0800 137 111, 020 3617 7080
 PERFORMANCE CHART
E NT ID
I would like to become a member
ID

Performance Chart MEMBERSHIP PAGE

RES

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First name(s)
Performance indicator How we did Quarter 4 Year to date Target Traffic 4VSOBNF






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last year June 2013 2013/14 light
(2012-2013) Tel no Email

Repairs Please tick if we can contact you by email

Emergency repairs completed within 24 hrs 96.0% 98.6% 97.5% 98%
Urgent jobs completed within ve days 90.8% 97.0% 94.2% 98% )PX
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Routine jobs completed within 20 days 91.1% 93.5% 94.7% 97% 8PVME
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Gas servicing I confirm that I am over 18 years old and the named tenant, leaseholder or freeholder of a
Properties with valid Landlords Gas 99.9% 99.9% 99.8% 100% property owned by RBKC and managed by the TMO.
Safety Certicate
Please enter my name on the register of members of the organisation.
Customer Services
Calls answered 83,337 20,975 19,141 N/A 4JHOBUVSF






%BUF
Average waiting time 24 seconds 22 seconds 26 seconds < 40 seconds
Residents complaints responded to 83.6% 100% 100% 90%
within target 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
Empty properties liabilities of the organisation.
Average time taken to re-let empty 22.65 days 20.7 days 20.9 days < 24 days
It would be helpful to have some information for our records. This will be QSPUFDUFE
CZ
UIF
%BUB

properties
Protection Act. We will not share this information with anyone (unless we are required to under law).
Rent collection
Collection excluding arrears brought 100.3% 100.25% 99.71% 99.57% %BUF
PG
CJSUI
forward
Gender: Male Female (please tick)
Grounds maintenance
Estates passing estate inspection 96.9% 97.4% 96.9% > 95% )PX
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standards
White: British Irish Other
Mixed: White & Caribbean White & Black African White & Asian Other
STAY SAFE THIS WINTER WITH SOME TIPS FROM THE NHS Asian or Asian British: Indian Pakistani Bangladeshi Other
KEEP WARM Black or Black British: Caribbean African Other
Make sure you keep warm
Keep curtains drawn and doors closed to block out draughts Chinese or other ethnic group: Chinese Other
Have regular hot drinks and at least one hot meal a day if possible %P
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Wear several layers of warm clothes (rather than one chunky layer)
Wrap up if you need to go outside on cold days If yes, please give details
Keep active stand up and move about at least once an hour
Please tell us your first language
STAY SAFE IN ICY CONDITIONS
Snow and ice can make roads very slippery, and it is best to avoid long car
journeys. If you really need to go outside: When you have completed this form please return it to any member of TMO staff or post it to:
Wear shoes with a good grip The Company Secretary, Kensington & Chelsea TMO
Try to stay on well used pavements or roads that have been gritted FREEPOST RLYX-BE2B-CLYB, 292a Kensal Road, London, W10 5BE
Walk slowly and concentrate on where you are going.

TMO USE ONLY

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