54

ISSUE

Link
R 2014
WINTE

N D
S I N GTON A
E N TS OF KEN ISATION
E FO R RESI D
E N T O RG A N
N M
AGAZI NT MANAGE
THE M A
EA TEN
CHELS
WINTER 2014

Whats inside Quickfire with...

Board Chair Fay Edwards

3 Childrens Forum Looking back over the past year

I am very proud of the TMOs
4 Ringing endorsement for the achievements. Repairs Direct was
TMO launched to improve the repairs
services we receive. This was a
5 Annual Gardens Competition very exciting venture and I have
awards received some excellent feedback
from you about the service. Its been
6 News from the TMO up and running for five months, so
its still early days; but we need to
8 People and places continue to support them and we will hopefully see further
improvements.

10 2013 in pictures As a result of the Hidden Homes programme three

two bedroom flats in Greaves Tower, and three flats in
12 Repairs Direct news Holmefield House with three bedrooms, have been created.
This has meant that a number of people who had been on
the Councils waiting list for a long time, and who needed
13 Residents corner adaptable homes to suit their special needs, have been
given a new home. At the launch of Holmefield House I had
14 From the Council and the pleasure of meeting some of the families (featured on
Your Credit Union front cover) and seeing them in their new homes.
As you may know, last September we had our general
16 Black History Month Test of Opinion. I am pleased to report that there was
record participation and that 86% voted yes for the TMO
17 Noticeboard to continue looking after our homes. I was overwhelmed
to see the support from so many of you. See page 4 for
details.
18 Performance chart
2013 set the bar high for the TMO and the Board. This
means that we need to keep striving to achieve bigger and
19 Membership form better. I am certain that the TMO will keep moving forward
with our continued support.
I hope you had a fantastic festive season. I wish everyone a
Front cover picture shows the new residents of great year ahead!
Holmefield House. They are (l-r): Margarida Cande;
Jorge, Maria and Tamara Perestrelo; and Huda &
Mouthana Alsabari.

This word cloud is

made up of Link
articles and gives
prominence to
words that appear
the most!

ENT ID
ID In this issue: Weve got lots of We need photos, stories, and
RES

EA

news and updates to share, but if ideas from you! Contact us

RES
EA

youd like to request a specific news editor@kctmo.org.uk

2
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item please get in touch!

Childrens Forum
Mayor attends Board meeting
The Childrens Forum welcomed some very special guests
to their Board meeting at the Hub in October: the Mayor of
Kensington & Chelsea, Councillor Charles Williams, and a
former mayor, Councillor James Husband.
The children asked many interesting questions, such as
whether the Mayor could provide some funding towards the
Childrens Forum (well, if you dont ask you dont get!).
At the end of the meeting the Mayor gave the children a
brief history on his mayoral attire and informed them that
there are actually two chains one for visits to Kensington
and one for visits to Chelsea. Both chains are over 100 years
old.
The forum was set up to give young people a voice and an
opportunity to engage with their communities. We are now
looking into setting up a similar forum in the south of the
borough.

Fay Edwards (far right) with the Mayor,

KCTMO staff and the Childrens Forum
Repairs Direct sponsors boxing cup
Repairs Direct was one of the sponsors
of the 2013 London Mayors Cup, an
annual boxing match held by The All
Stars Boxing Gym last November at
Porchester Hall in Bayswater.
The match was attended by the Mayor
of London Boris Johnson and is the
highlight of the clubs calendar. Young
boxers from all around the Borough
took part to compete for the cup, which
A report of the meeting by Samy Ikhlef, aged
10, of West Row, New Kensal Town
this year was won by Arash Hamardi. Akay MBE and a number of the clubs
The club, which is on the Harrow members are TMO residents.
Road in Kensal Town, is a community
Everine Shand, Sheltered Housing
institution which teaches young people
Community Officer at Tavistock Road
the skill, discipline and fellowship
sheltered scheme in Westbourne
which is essential in team boxing. It
Grove, has been a volunteer and
has produced champions on a regional,
committee member at the club for
national and international level and has
nearly 30 years. She helps organise the
a growing reputation within the boxing
Mayors Cup.
world. The club was founded by Isola

Left: Cup winner Arash

Hamardi with Everine Shand,
Sheltered Housing
Community Officer

Right:
Boris Johnson, Everine Shand
and boxers

Childrens Forum
If your child would like to get involved with the Childrens Forum activities
email getonboard@kctmo.org.uk
3
WINTER 2014

Ringing endorsement for the TMO

The TMO received a resounding endorsement last
September when 86% residents who voted in the Councils
Test of Opinion poll said that they wanted us to carry on
managing their homes on behalf of the Council.
There was a record participation in the vote, with 3,420
people taking part. This level of resident participation was a
very good reflection on the organisation.
Residents were also asked about their overall satisfaction
with the service we provide. 75% said they were happy with
the service; this contrasts with only 56% in the 2008 survey.
Its our highest ever score.
These results reflect all the hard work put in by the TMO,
reflecting well on all the improvements we have made since
2008.
Thank you very much to all those who took part in the secret
ballot, which was carried out online, in polling stations and at
the AGM. A summary is available at www.kctmo.org.uk.
The Council is required to carry out the Test of Opinion every
five years as part of the Modular Management Agreement
which we have with them. The poll was managed and
supervised on the Councils behalf by UK Engage.

Test of Opinion key facts Residents overall satisfaction

83%

Percentage
2,717 non-members voted

703 members voted 95%

3,420 in total voted 86%

Year

Home and neighbourhood questions Participation levels

Yes No 3,420 residents participated
Are you satised with overall quality of your home? 30% turnout
122% higher turnout than 2006
50% non-member tenant turnout (2,200)
Are you satised with your neighbourhood as a 24% non-member homeowner turnout (517)
place to live? 41% overall non-member turnout

Is there an event happening CONGRATULATIONS!

in your area? Tell us about it to Judith Powell, Jackie Bloomfield
and get published in Link! and Fatma Sapan on winning a 50
4 voucher, each in the quarterly new
020 7605 6346
editor@kctmo.org.uk members prize draw.
Annual Gardens Competition awards
The 33rd Annual Gardens Competition awards took place All the gardeners went to the awards ceremony, taking their
last October in the Mayors Parlour at the Town Hall. friends and families. In addition to the Mayor, they were
joined by: Cllr Maighread Condon-Simmonds; TMO Chair
There were a high number of entries for the competition,
Fay Edwards; CE0 Robert Black; all three KCTMO judges;
with over 30 gardens vying for the top prizes. There was
Richard and David Marinas of Chris Edge Treecare; and
a wide range of entries, all of which impressed the judges.
Stephane Ashworth of Tree Wise Men.
Some gardeners were entering the competition for the first
time, which was very pleasing. It was great to see so many present on the night. This was
a fitting testament to the popularity and importance of this
The judges were Dominic Davies, Michelle Gage and John
much loved competition that is now firmly entrenched in the
Gaffney. They spent July and August visiting all the entries
Boroughs social calendar.
with great interest

1st place, Gardens category 1st place, Balconies/Window Boxes 1st place, Patios category
Mary Benjamin, Appleford House category Sue Smith, Holmfield House
Jean Littman, Pond House

Gardens Balconies/Window Boxes Patios

1st place 1st place 1st place
Mary Benjamin, Appleford House Jean Littman, Pond House Sue Smith, Holmefield House

Joint 2nd place 2nd place Joint 2nd place

Mr & Mrs R Harwood, St Marks Road, Fay Edwards, Manchester Drive Kassad & Etimed Goma, Chelsea
Olive Ling, St Marks Road Manor Court
Regagholi Sokhamvari, 540/542 3rd place Josephine Malate, Gadsden House
Kings Road Forouz Tehrani, Bramley House

The Mayor with winners and runners up

Our mission
To deliver excellent housing services through resident-led management.
5
WINTER 2014

News from the TMO

Community centres survey
We are reviewing the usage of community rooms and club
rooms on all our estates, to make sure they provide as many
benefits as possible to residents. All the community centres
and club rooms are listed below.
We want to hear from you if you currently use one of these,
what additional activities you would like to see and what
issues we should be aware of. If you dont use them, this is
just as important as wed like to know why not.
To do this please go online at www.kctmo.org.uk and
click the Have your say consultations option and then
click take a survey. To complete it should only take a few

Cover story minutes. The survey closes on 15 February 2014.

Hidden Homes at Holmefield House
Three new family homes have been created at Holmefield
House (pictured) from an underused ground floor area on
the estate in Kensal New Town. These are the first council
homes to be built in the Borough since the 1980s.
Alternatively, if you would prefer to complete a paper
survey, we can send you one with a reply paid envelope
(so you dont have to pay for postage). If you would like
a paper survey, or have further questions, please contact
Nick Rendle, Project Manager, on 020 7605 6467 or email
nrendle@kctmo.org.uk

Work on the new flats started in April 2013 and was Each response will be confidential, but we will use the
completed in November. They were officially opened by the overall findings as a basis for discussion at public meetings;
Mayor on 6 December. Part of the surroundings are now these will be held over the next few months and we hope to
being renovated by the Landscape & Environment Section, to see you there.
encourage all the residents to use them. If you already completed the survey in late 2013, then thank
The properties have been specifically designed for residents you. Your feedback will help us plan the project in more
with disabilities. They meet the Lifetime Homes Standard, detail. You dont need to complete the survey again, but
meaning that they are suitable for all residents and can please do contact Nick Rendle if you want to discuss the
be adapted again in the future if necessary. We worked project in more detail.
closely with the Councils Housing Needs team and the
Occupational Therapist team.
The Hidden Homes initiative aims to create homes by
making better use of underused areas. RBKC and the TMO
are working together to identify more spaces for hidden
Community centres and club
homes and create more much needed affordable housing. rooms are on the following estates:
Convent Silchester West
Edenham Way Sir Thomas More
Property condition surveys
Henry Dickens Court Swinbrook
Were currently undertaking property condition surveys
across the Borough. This is part of our long term planning to Kensal House Talbot House
look at both the external and internal condition of properties Kensal New Town Trellick Tower
and blocks, and to keep our information up to date.
Lancaster West Treverton
It will also assist in the identification of properties for
possible future improvement works and better inform our Manchester Drive West Row
future investment programmes. Residents will be consulted Pond House Wiltshire Close
and advised well in advance if any programmed works
are proposed to their home. For more information please Portobello Court Worlds End
contact Resident Liaison Officer Lorna Cunningham on
020 8964 6071 or email lcunningham@kctmo.org.uk

Have you got ideas to You can sign up for Direct Debit or
share? Tell us about it and get pay your rent or service charges
published in Link! online at our website
6 www.kctmo.org.uk
editor@kctmo.org.uk
New kitchen and bathrooms for
Worlds End and Cremorne estates
As part of our ongoing estate improvement programme,
were starting to put in new kitchens and bathrooms on the
Worlds End and Cremorne estates.
Following detailed surveys which told us exactly which flats
needed an upgrade (200 properties in Worlds End and
100 in Cremorne), we held drop-in meetings last August.
Residents chose their preferred colour schemes and met
members of the programme team.
The work is being carried out by Apollo, who now have
an office on Blantyre Walk. A monthly newsletter keeps
residents up to date with progress and provides other
informaton too.
One of the first beneficiaries has been the Under 5s facility,
which has a new kitchen provided free of charge by Apollo.
Apollo started in October and will finish at the end of March.
Each week sees Apollo starting work on 25 flats, each of
which takes 15 days to finish.
New neighbourhood officers
for the North
We have made some changes to the Housing
Management structure in the North.
The main change is that each area now has a new
neighbourhood officer; rent income officers and
estate service assistants remain the same.
The change has been made as part of our ongoing
policy to provide our teams with new opportunities
and variety. Each officer has a great deal of
valuable experience and this will be used to good
benefit in their new role.
Should you have any queries or would like to meet
your new neighbourhood officer, please contact the
Customer Services Centre on 0800 137 111 or join
your next estate inspection (see noticeboards for
dates).

Setting new standards

We are working with the Council on a new strategy that

which will define the work we will carry out to ensure that
your home meets modern standards.
Called the Asset Management Strategy, it will define our
approach to the prioritisation and delivery of works to homes
including:

health and safety

roofs and windows
kitchens and bathrooms
environmental improvements to blocks and estates.
It will also detail our approach to planned maintenance
works such as the regular external repair and redecoration of
blocks.
Residents will play an active role in the development of
the strategy and its ongoing monitoring. If you would be
interested in being involved, please contact John Borra,
Performance and Compliance Manager, on 020 8964 6083
or email jborra@kctmo.org.uk

Feedback loop
If you have any feedback on Link, or news youd like to share, please
forward it to editor@kctmo.org.uk
7
WINTER 2014

People and places

Meet Lisa Wilkinson
Resident Engagement Panel Chair
Lisa Wilkinson is a very active member of the TMO
community. She has been voicing her valuable thoughts,
suggestions and ideas to the TMO for many years.
Link went to meet her.

How did you get involved with What skills do you need to get How long have you been
the Resident Engagement Panel? involved? involved with the TMO?

Ive sat on several TMO committees
over the years and became involved
with re-establishing the panel about
three years ago.
The first chair was Mike Doolan, who
was instrumental in revitalising it.
When he stepped down in 2012 I was
voted in as Chair, being re-elected last
October.
Is there anything you would like
to say to residents about
getting involved with the TMO?
As we are a tenant management
organisation, the more tenants are
engaged and provide feedback the better
services become for us. An important
mechanism for resident involvement is the
Resident Engagement Panel. Any TMO
resident can be involved and wed love to
have anyone whos interested on board.
There are lots of opportunities for
becoming involved and having a say.
Coming to the panels meetings is a good
way to find out about groups such as
the Residents Communications Reading
Group, the Asset & Regeneration
Engagement Panel and Repairs Direct
Service Users Panel.
Being the Chair does involve some Ive been involved for about eight
work, but its not as scary or years, starting with my own residents
intimidating as you might think. You association, Clydesdale House off
dont need to have particular skills, the Portobello Road (our building is
as the TMO gives support and offers famous for its annual Christmas lights
free training. People may also think display). I recognised that the
it will take up a lot of time, but thats association was a really important
not true. I manage to participate in way to resolve issues in the area.
these groups in addition to my work
as a community gardener and my Some of the things we have achieved
studies. have included: building a community
hut for meetings in; redesigning the
The more people that get involved, front entrance of the building; getting
the less work there is all round. Its window boxes installed and generally
our community, so I feel its helping tenants who have difficulty
important that I engage with it and with resolving issues around repairs
encourage others to. I would love to etc. We also make regular site visits
see others get involved with over with the Neighbourhood
30,000 people living in the Councils Management team.
properties, we must always have a
strong voice.
SPID Theatre Company
SPID is the award winning theatre company based on the Kensal House
Estate. It specialises in putting on performances on council estates.
Its style has been called wraparound theatre or living film, and appeals
especially to young audiences and to those who would not otherwise go to the
theatre. It teams up young residents with professional writers, directors,
illustrators, film makers, dancers, singers, actors and many more to create new
and exciting shows.

Panel members can participate as much
or as little as they want; but the more
residents are involved the better
represented all residents are.
If someone is not sure about getting
involved, they can come along as an
observer for a while and then join the
panel and/or other groups when they feel
ready.
Anyone aged 8-25 is welcome at its FREE weekly workshops and community
hub activities:
Tuesdays 4.45-6.15 pm: Far Far Away workshops for 8-13 year olds
Wednesdays 7.30-8.30 pm: Gong Fu martial arts classes for 15-25 year olds
Thursdays 12.00-2.00 pm: Yoga for 15-25 year olds
Saturdays 12.00-5.00 pm: Kensal Voices workshops for 13-25 year olds
@SPIDTheatre
SPID Theatre Company

On Twitter? If you would like to find out if there is a

Follow us and get the latest updates resident association in your area, or to get
@kctmo help setting one up contact us
8 0800 137 111
residentsfirst@kctmo.org.uk
A tribute to the legendary
Juanita Carberry
Juanita Carberry was a resident who played a walk-on part Afterwards she became
in one of the 20th centurys greatest scandals and who, for active in animal welfare in
the last 20 years of her life, lived in Brunel House on the Kenya, finally settling in
Cremorne Estate in Chelsea. An active supporter of the Mombasa from where she
TMO, she died last July aged 88. ran photographic safaris in
the 1960s.
In 1941 the philandering 22nd Earl of Erroll, a prominent
figure in the louche Happy Valley set in Kenya that inspired Juanita often told her
the Hollywood film White Mischief (1987), was murdered. friends how bored she was
She maintained that (although she was just a 15-year-old with peoples incessant
schoolgirl at the time of the killing) the chief suspect in interest in the unpleasant
Errolls murder, Sir Jock Delves Broughton, had confessed his aristocrats of her childhood.
guilt to her shortly after the murder. Sir Jocks wife, Another film told these
Diana, was Errolls mistress and friend of Juanitas events from Juanitas point Juanita in her Cremorne
stepmother. of view: The Happy Valley, Estate home
was produced by the BBC in
Juanita was the daughter of the 10th Lord Carberry of Castle 1987 (with Holly Aird as Juanita). She co-authored a
Freke. She was born on 7 May 1925 in Nairobi, and grew up memoir, Child of Happy Valley (1991).
on her fathers coffee farm during the Happy Valley era.
The Happy Valley set was largely a group of infamous In later life Juanita moved to London and to Brunel House
self-indulgent British and Anglo-Irish aristocrats and in 1992. Neighbourhood Officer Glen McAllister went her
adventurers who settled in the Central Province of Kenya memorial service.
between the 1920s and the 1940s.
Glen said: There was no funeral because, as unconventional
In 1946 Juanita became one of only a handful of women to as she was, she donated her body for exhibition by the
join the Merchant Navy. She was a captains steward in the controversial anatomist and showman Gunther von Hagens.
cargo ships Langley Scot and Langley Clyde and on various her body was flown to China for the treatment.
Norwegian cargo vessels.

SPID

In a personal emergency, always call 999 for assistance.

You should call 111 when you need medical help fast but its not a 999
emergency. 9
You should call 101 to report crime and other concerns that do not require an
emergency response.
 WINTER 2014

2013 in pictures
2013 was yet another successful year, with several landmark achievements. Heres a reminder o

March
ar y
a n u
J

Tile painting family day

Senior Citizens Annual Party

December
Sept
emb
er

New homes at Holmefi

New homes at Greaves Tower

er
e p temb
S

Cllr Rock Feilding-Mellen, Cabinet

Repairs Direct launch: Ian Will
Member for Housing, Property and
Gawlowski, Antonia Lee-Wi
Regeneration

Are you proud of your neighbourhood? Home work

Send us your thoughts about what its like Please contact the TMO before
to live in Kensington and Chelsea! starting any works at your home
10 editor@kctmo.org.uk 0800 137 111, 020 3617 7080
of some of the highlights.
April
Map Out your Future roadshow

KCTMO Chair Fay Edwards with Cllr

Timothy Coleridge, Cabinet Member for
Planning Policy, Transport and the Arts

July
(l-r) The former Mayor and Mayoress, Cllr. & Mrs Buckmaster, former Deputy
Mayoress, Cllr Lady Borwick and KCTMO CEO Robert Black at the first Map
Out your Future roadshow in April

Resident association chairs social event

Septem
ber

field House

Residents Conference

ls, Selina Saddul, Gabriel

ilmot and Peter Doway

Subletting If you have information regarding tenancy fraud, you

can speak to us in confidence
0800 137 111, 020 3617 7080
11
 WINTER 2014

Repairs Direct news

Repairs Direct Service User Panel member Eman Yosry
I have been a Kensington and Chelsea tenant
for 29 years and have worked for a charitable
trust in the area for 16 years. I chaired the
Silchester Residents Association 1998-2009
and now chair the North Kensington Area
Review Board. I am widely involved in
community affairs.
Like many people, Im excited that KCTMO
has set up its own repairs service. I became
a member of the Repairs Direct Service User
Panel at the very start; it was set up so we
the residents can have a greater say in the
service Repairs Direct provides.
Currently 15 residents from across the
Borough are on the panel and I am proud to
be one of them.
The panel reviews all Repairs Direct
performance data, discussing it at each
meeting. I am confident that Repairs Direct
will continue to deliver an excellent service.

Letters to Repairs Direct

Just a note to say what an excellent plumber we had from
Repairs Direct. He conscientiously inspected pipework
through my building with a sophisticated camera and
identified the roof leak this morning. He then brought in
equipment to repair the roof leak damage in my
bathroom.
Thank you for the excellent work Repair Directs
operative performed in renewing the two UPVC door lock
on the amenity hut pitch 18. He performed a task I was
told that it had to be referred to a specialist company. His
action shows what can be accomplished when the will is
there to perform at ones best.

Satisfaction figures
Since the launch of Repairs Direct in September staff have been carrying out customer satisfaction surveys on
completed jobs, contacting as many residents as possible. The average satisfaction rate up to the end of December
was 95.7%, which was above target.

Full details are here:

Performance indicator September October November December

Looking after your home
Customer satisfaction 96.86% 95.2% 95.7% 95.2%

Tell us about activities Do you have feedback about the

you are involved in new company so far?
editor@kctmo.org.uk repairsdirect@kctmo.org.uk
12
 Residents corner
Many congratulations to Soledad Bautista of Trellick Tower, who won a 30 cash prize for completing and
returning the resident satisfaction questionnaire; this was about the completion of a lift refurbishment project at
the tower. The prize was kindly sponsored by the Contractor Liftec.

Your views and feedback are important to us to assist in informing and influencing the service.
Comments/feedback received through this process will be noted and wherever possible acted upon.

Other lucky questionnaire winners are:

Giorgio Chiodi, Tavistock Road, W11 Cyclical decorations
Steven Pretty, Verity Close, W11 Window replacement
Madeleine Le Rasle, Danvers Street, SW3 Cyclical Decorations and Repairs

Our feathered friends

need help
by John Mendes
A happy customer writes...
Spare a thought to our feathered friends
few
in Chelsea. A flocking to bird tables and gardens
e on th e W or lds End Estate to ld that I
and I liv s
ula Evangelides ve a look. I wa feeders. Birds are really going to struggle
My name is Pa ca m e ro un d to my flat to ha r a m on th lat er
ors te
group of survey I was sent a let to find food in the winter and they are
months ago a en an d to m y amazement
a fitted kitch likely to seek refuge in our gardens. Keep
may be getting r a re-fit.
at I wa s on the list fo to be prepared
for
saying th
ely 15 wo rking days and at the
feeding the hungry birds to get them
im at th at
re-fit would ta
ke approx with the hope through the cold months to come, as
I was told the ay I pr ep ar ed myself for this,
yw
d disruption. An their natural sources of food are scarce
mess, noise an .
d ha ve m y dream kitchen me to my hous
e
end of it I wo ul
his computer ca at this time of the year. Give them pieces
a kit ch en designer with . W e sa t together
surprised wh en out of the kitch
en of overripe apples, grated cheese, cooked
I was extremely in the actual lay my kitchen to
look.
ed th at I wo uld have a say s fo r how I wanted rice and, of course, bird seeds to feast
and explain ro ug h m y id ea
nt th
and actually we cians) turned up
on time, on. But no bread for the birds. It is vital in
for 30 minutes rkmen (electri
e first gr ou p of wo an d wh ipped the months ahead to provide adequate
nished when th d professional
Well, I was asto g. Th ey we re so polite an
ck, to start wo
rk in food and shelter. Planting your gardens
bang on 8 oclo ecision and ex
pertise.
through th eir jo b wi th pr
t up, and the kit
chen with thick shrubs to create a bird-friendly
, th e til es were being pu d
fitter had arriv
ed
s, no mistakes
, an habitat will help.
it, the kitchen no fuss, no mes me, and
Before I knew ha t a pr of essional outfit, lit tle disruption to
de co ra te d. W ce lle nt jo b, wi th
was be in g ex s each
rkforce did an ter themselve Also, provide fresh water for drinking and
rmative. The wo all y thoroughly af
extremely info the time to tid y up re
even taking bathing so they can wash their
worked so hard
e my plumage to maintain insulation. We can
night. I can really utilis
nt as tic im pa ct on my life, as e. It is now an
of th e kit chen is having
a fa
as if it we re a massive sp
ac stop an area of water from freezing over
The de sig n ar ea w in
e around the t of my time no by floating a ping-pong ball on the
en sil s ap pr op riately and mov ch en . I ac tu ally spend a lo
ut nd my kit
re hanging arou e paper. surface. Robins, tits, finches and other
absolute pleasu co ffe e and reading th
yin g a re lax in g birds can survive the severe winter with
ther e en jo
work.
up the superb just a little help from us. The chirpy birds
a m illi on to Apollo - keep
Thanks
will reward you by eating pests next year
and by the antics of their behaviour and
es colours.
Paula Evangelid

The RSPB has a very useful website:

www.rspb.org.uk

On Twitter?
Follow us and get the latest updates @kctmo
13
 WINTER 2014

From the council

A new type of tenancy
All new tenants now have fixed term tenancy for five years,
or in some cases two years. At the end of the fixed term, the
households circumstances are reviewed and if they still need Community kitchen
the accommodation, their tenancy can be renewed. gardens
The government introduced the Localism Act in 2011. This Several TMO estates now have community kitchen
Act gave local authorities the right to grant flexible fixed gardens, where residents are growing their own fresh
term tenancies, allowing the Borough to do this. fruit and vegetables (for free!).

This new policy will not affect existing secure council If you are interested in creating one for your estate, or
tenants, even if they transfer to another council tenancy in know where a new community kitchen garden could
the future. be planted, please contact Terry Oliver, Environment
Manager, on 020 7341 5684 or email
In order to use this new type of tenancy, a tenancy policy has terry.oliver@rbkc.gov.uk
to be published and a new tenancy agreement is required
for fixed term tenants. If you would like to read the tenancy
policy it can be viewed on the Councils website
www.rbkc.gov.uk

If you have any questions you would like to ask contact your
neighbourhood officer on 0800 137 111.

Mutual exchange drop-in sessions

Are you worried about changes to your benefits?
Would you like to understand mutual exchange better?
Do you want a smaller property?
Worlds End
Mutual exchange has become the most suitable housing
option that residents should consider if you are affected
by: the welfare benefit changes; overcrowding; or would like
to move to a smaller property.

The Borough now has a new website devoted to its mutual

exchange scheme. This scheme gives residents more say in
promoting their properties; for instance, you can create an
update adverts, add photographs and chat with other people
looking to swap homes.

You can see the new site at: rbkc.exchangelocata.org.uk

The Council is holding regular drop-in sessions, providing

Swinbrook
help and guidance, on the 10th and 25th of each month (if
those dates are a weekday). Details are:

Time Location Office

Morning (9.30 - 1pm) North Unit A, 292 Kensal Road

London W10 5BE

Afternoon (2.30 - 4.30pm) South Blantyre Street

London SW10 0DS

ANSWERING YOUR CALLS On average

Between July and September our We re-let empty properties
customer service centre received in 19.3 days between July and
14
19,955 calls and answered on September
average within 24 seconds.
 Greener Living Guide

OUT
Greener Living NOW
Guide !
Your Credit Union lends
first 100,000
Your Credit Union (YCU), which is based
in Kensington, has now lent its first
100,000 to members of the local
community.

With 240 active members, YCU is seeing

its membership increase by 30 or more
people every month; it is lending on
average over 40,000 per month.

Membership is open to anybody who

lives, works, volunteers or studies in Royal
Borough of Kensington & Chelsea; the
boroughs of Westminster and
Hammersmith & Fulham; Queens Park
and Kensal Rise in Brent; and Queenstown
and St Mary Park in Wandsworth.

Affordable credit plays an important part

of the work of YCU for those unable to
access borrowing facilities at reasonable
rates or at all.
The Council has just published a handy, practical guide to green living. The
Greener Living Guide, which has been produced as a one-stop resource for New members are able to join, apply for
the boroughs residents, is available online at a loan and receive the amount within 48
www.rbkc.gov.uk/greenerliving hours. Loans are available from 50 to
7,500 and are repayable between six and
Printed copies are available at all borough libraries, TMO offices or by 60 months.
special request (see below for further details).
The credit union holds a drop in session
The guide will provide you with no-cost and low-cost measures to: every Friday at the KCTMO offices in
Save energy and water, and reduce your bills Blantyre House, Worlds End estate, 12
Learn about energy efficiency and renewable energy options for your noon3pm.
home
Choose environmentally sound materials Any TMO resident is welcome to drop
Reduce your household waste by to have a chat, join, open a savings
Improve your health, as unhealthy activities are often carbon intensive account or apply for a loan. The process is
Improve your garden and enhance biodiversity, plus much, much quick and simple.
more.
For more information, you can call them
The guide has been developed for the Royal Borough, so all advice is on 020 7605 6341. You can also join
tailored specifically to Kensington and Chelsea residents. If youd like to online at www.yourcu.co.uk
request a copy, or for further details on how the Council is combating
climate change, email environment@rbkc.gov.uk

If you need to report anti-social behaviour

please call our customer service team on
0800 137 111, 020 3617 7080
15
 WINTER 2014
Celebrating with Black History Month
with Lord Ouseley
TMO CEO Robert Black with Lord Ouesley
With Mercy Acquah, Customer Service
Adviser
With Rudi and Aisha Braithwaite, former TMO Board
members, Fay Edwards and Roy Sawh
Every year we celebrate Octobers Black History Month,
recognising the cultural diversity in our organisation and
the diverse community we serve. The Black History Month
theme for 2013 was I have a dream, commemorating the
50th anniversary of Martin Luther Kings legendary
Washington DC speech I have a dream.
We organised a special event at our Hub office, at which the
Having problems
paying your rent?
16 Call to speak with a welfare
reform officer 0800 137 111,
020 3617 7080
With Fay Edwards and Roy Sawh, civil rights
campaigner
Janet Edwards, TMO Resident Engagement
Manager, with Roy Sawh
guest of honour was Lord Ouseley of Peckham Rye. He is
the Chairperson of Kick It Out, the internationally acclaimed
campaign to make football free from discrimination and
abuse and to be more inclusive of people of all backgrounds.
He gave an inspirational speech. Our Chair Fay Edwards and
Vice Chair Mary Benjamin also came along to the event and
inspired our staff by sharing their thoughts.
You can now register for the TMO
online service on
www.kctmo.org.uk
Noticeboard
The next roadshow will be held 10am-4pm on
Saturday 22 February at the Harrow Club, 187 Freston
Road, London W10 6TH.

Are you interested in

improving tour neighbourhood?

Then why not become a

Resident Block or Street Champion?
Kensington and Chelsea Tenant Management Organisation
(KCTMO) wants to create a neighbourhood that looks and feels
better and that are greener and safer.

To do this we need residents who care about the environment they

live in to work closely with us. Your role will be to participlate in
estate inspections, report issues such as cleaning, grounds
maintenance, communal repairs and enviro-crime (graffiti,
abandoned vehicles and bulk refuse).

In return we will give you free training and any out of pocket expense
for travel.

Plan the best route

to your new career
Getting anywhere is much easier when you have a map; work and training
is no different. KCTMO has partnered with local agencies and businesses to
help our residents who need career advice and support.

Next stop: KCTMO road shows for your personal map into employment and
trainingsee over for more details.
If you are interested
please contact the
Refreshments
Resident Engagement team Supervised Funzone for children between 5 and 11 years, limited places
on 0208 964 6060
or by email
getonboard.kctmo.org.uk

TMO Online Service

You can view your accounts 24/7

You can now access Pay service charges or major works online
your accounts, make a View up to the last 24 months service charge and/or
payment, raise a repair major works accounts
online, anytime. Check recent payments to your account
Raise a repair online
Receive special messages related to your account or
property
Its completely secure Visit our website www.kctmo.org.uk for more information

Register for access www.kctmo.org.uk

Become a member for free!

Contact us for your membership pack or download one online
0800 137 111 kctmo.org.uk 17
 WINTER 2014

Performance chart
Performance indicator How we did Quarter 1 Quarter 2 Target Traffic
last year 2013/14 light
2012/13

*Repairs
Emergency repairs completed within 24 hrs 96.0% 97.5% - 98.0%
Urgent jobs completed within five days 90.8% 94.2% - 98.0%
Routine jobs completed within 20 days 91.1% 94.7% - 97.0%

Gas servicing
Properties with valid landlords gas safety 99.9% 99.8% 99.5% 100%
certificate

Customer services
Calls answered 83337 19141 19955 - N/A
Average call waiting time (seconds) 24 26 24 <=40 secs
Residents complaints responded to within 83.6% 100.0% 96.6% 90.0%
target

Empty properties
Average time taken to re-let empty 22.65 20.9 19.3 <=24 days
properties

Rent collection
Collection (excluding arrears) brought 100.3% 99.71% 100.24% 99.57%
forward

Grounds maintenance
Estates passing estate inspection standards 96.9% 96.9% 96.4% >=95%

KEY: Target met Near to target Off target

* Year to date. We will be reporting on repairs in the next edition.

Stay safe this winter with some tips from the NHS
Keep warm
Make sure you keep warm
Keep curtains drawn and doors closed to block out draughts
Have regular hot drinks and at least one hot meal a day if possible
Wear several layers of warm clothes (rather than one chunky layer)
Wrap up if you need to go outside on cold days
Keep active - stand up and move about at least once an hour

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:
Wear shoes with good grip
Try to stay on well used pavements or roads that have been gritted
Walk slowly and concentrate on where you are going

Is this true in your Our performance information

neighbourhood? Were working is updated monthly on our website. If
hard to improve our services - tell youd like to keep track of our progress,
18
us about your experience! visit us online!
editor@kctmo.org.uk
 I would like to become a member
MEMBERSHIP PAGE
Please print all details in this box in BLOCK CAPITALS
Mr Mrs Miss Ms Other Address
First name(s)
Surname Postcode
Tel no Email

Please tick if we can contact you by email

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

Would you like more information about opportunities to be involved with us? Yes No
I confirm that I am over 18 years old and the named tenant, leaseholder or freeholder of a
property owned by RBKC and managed by the TMO.
Please enter my name on the register of members of the organisation.
Signature Date

In the event that the company stops trading while I am a member (or within one year of my ceasing to
be a member) I will contribute to the assets of the company a sum not exceeding 1 for payment of the
liabilities of the organisation.
It would be helpful to have some information for our records. This will be protected by the Data
Protection Act. We will not share this information with anyone (unless we are required to under law).

Date of birth
Gender: Male Female (please tick)
How would you describe your ethnic group? (please tick one box)
White: British Irish Other
Mixed: White & Caribbean White & Black African White & Asian Other
Asian or Asian British: Indian Pakistani Bangladeshi Other
Black or Black British: Caribbean African Other
Chinese or other ethnic group: Chinese Other
Do you consider that you have a disability? Yes No
If yes, please give details
Please tell us your first language PLEASE SUPPLY WITH BLEED

When you have completed this form please return it to any member of KCTMO staff or post it to:
The Company Secretary, Kensington & Chelsea TMO
FREEPOST RLYX-BE2B-CLYB, Unit A, 292 Kensal Road, London, W10 5BE

TMO USE ONLY

Verified eligible by ______________________ Occupancy ___________ Date ____/____/________

Membership no ____________________ Date entered ____/____/________

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

Li
In
NkK
CONTACT US
0800 137 111, 020 3617 7080
Did you know you can
access our website for
free at the Network
Hub reception?
YOUR LOCAL
HOUSING OFFICES
Kensington & Chelsea TMO, Network Hub
Unit A, 292 Kensal Road, London W10 5BE Unit A, 292 Kensal Road
London W10 5BE
www.kctmo.org.uk Open weekdays 9am-5pm

Finished reading me? Recycle me! Worlds End Estate Office

Blantyre Street
ENT ID
ID Residents told us they wanted to see contact London SW10 0DS
RES

EA

details for our services as well as advice of where Open weekdays 9am-5pm
RES

to use our website for free!

EA

ID
ENT ID
Lancaster West Estate Office,
We include a translated statement on the Link Grenfell Tower
to ensure it is accessible to all residents in the London W11 1TQ
borough. We arrange translators for those Open Monday to Thursday
who do not speak English, and sign post to 8.30am-4.30pm and Friday
local English classes. 8.30am-1pm

100% RECYCLABLE