Hillview Estate Management Plan - One Housing Group

HillviewEstate Management PlanYour local offer

The Area ActionPlanThis action plan details the servicesavailable to our tenants/residents andhow they will be involved in monitoringand evaluating the plan and setsstandards for communicating andconsulting on a regular basis.This is also known as a local offer.There is an ongoing action list which aims to respond to issues raised bytenants and residents during estate meetings. This section will be updatedon a regular basis and will form part of the agenda for the monitoring groupmeetings. The plan forms an agreement between One Housing Group andour residents of Hillview estate, Midhope Street, London, WC1H 8HL.More information about One Housing Group’s policies and procedures andservice standards can be found in the tenant/residents handbook and alsoon One Housing Group’s website: onehousinggroup.co.ukWhat are theobjectives of theAction Plan?• To set out clearly the level of service you can expect to receive• To Involve all tenants, residents and young people in setting andmonitoring the quality of the service delivered• To identify problems and improve services if needed• To strengthen the partnership between tenants, residents and OneHousing Group and improve how we communicate and consult with you• To seek to resolve problems by working with our partners in the area,such as the local authority, the Police, local businesses and other publicand voluntary organisations who can help to improve and maintain agood quality of life on the estate• To support One Housing Group’s residents in developing andmaintaining a community spirit whereby tenants and residents and OneHousing Group aim to eliminate litter, graffiti, vandalism and anti-socialbehaviour• To be mindful at all times of equality and diversity. Where a need isidentified, One Housing Group will respond to ensure that an appropriateservice is provided tailored to meet an individuals needs, fro exampleproducing this document in larger print• To keep residents informed of the names and contact numbers of all staffwho deliver services to your neighbourhood1 One Housing Group Local Offer Hillview

How will thisAction Plan bemonitored?Estate Action Plan Monitoring Group Frequency of Meetings/EventsMembership• Community Investment Officer• Youth Service• Estate Champion [where applicable]• Housing Officer• Estates Officer• Head of Regional HousingOperations• Residents of HillviewEstate inspectionsMembership• Housing Officer/Estates Officer• Estate Champion• Caretaker• Twice a yearFrequency of Meetings• Monthly• Joint inspection carried outby Housing Officer/EstatesOfficer accompanied by aresidentHow will Residentsbe kept informed?Estate Action Plan ReviewMembership• Community Investment Officer• Estate Champion• Housing Officer• Estates Officer• Head of Regional HousingOperationsTypes of communication• One Housing Group’s newsletter• One Housing Group’s website• Residents’ surgeries• Letters• Flyers/LeafletsFrequency of Meetings/Events• AnnuallyFrequency• Published twice a year• onehousinggroup.co.uk• Held weekly• Regarding major issues• Regarding specific events2 One Housing Group Local Offer Hillview

If you are unhappywith the serviceyou receive:You should:• Speak to your Housing Officer• Use the One Housing GroupComplaints Procedure• Contact your Head of RegionalHousing Operations• Raise as an issue at a MonitoringGroup meeting/eventContacts• Nnadozie Orisakwe on 020 74284292• Call 0300 123 9966, write to yourlocal office or by email:info@onehousinggroup.co.uk• Angus MacDonald on 020 742841213 One Housing Group Local Offer Hillview

Service Standards:our commitmentto youEstates ServicesWe willCleaning:Cleaning Times: Tuesday ToFridayTotal of 23 Hours Cleaning Timeweekly.WeeklyClean mat wells, shaking outcoconut mats.Thoroughly sweep all hard floorsurfaces, including stairwells,landings and accessible tenantporches, lifting mats wherenecessary.Damp mop all hard floors, using theappropriate solution.(stone, vinyl &safety flooring)All surfaces to be wiped clean ofdust, including skirting boards,window ledges, radiators, fireextinguishers, pipes, metal handrails& balustrades. (Internal blocks only)Damp wipe handrails.Remove any visible cobwebs.Where possible, remove scuff marksfrom painted walls with suitabledetergent.Dust/damp wipe clean notice boardsand internal signage etc.Clean internal/external glazing tomain entrance doors.Damp wipe clean main entrancedoors.Remove all junk mail and freenewspapers.Remove all cobwebs.(including mainentrances)Report any maintenance issues toEstates Office.Details and Contacts• Cleaning contractors areChequers Contract ServicesLtd.• The cost per property forcaretaking services is£2.70 per week for theblocks.• The cost per property forcleaning is £2.70 per week• The cost per property forGrounds Maintenance is£0.45 per week• Please contact yourHousing Officer, NnadozieOrisakwe on 020 7428 4292if you have any concernsregarding the standard ofcleaning and groundsmaintenance.DailyLift CarsThoroughly sweep all hard floorsurfaces and damp mop clean.Clean mirror, ledges and controlpanel.Clean steel lift car surround andremove any debris from lift tracking.QuarterlyDust/damp wipe all flat surfaces to4 One Housing Group Local Offer Hillview

metal balustrades.Our caretaker, Brian McGuiresweeps the courtyards, gulleys andbin rooms on a daily basis .We will also:• Clear illegally dumped rubbishwithin seven days• Remove offensive graffiti within 24hours and other graffiti withinseven daysThese services may impact on theService Charge of your propertyGrounds Maintenance is providedby Angelica Shaw, a resident ofHillview. Angelica provides quarterlyservices for planting, weeding,pruning and other associatedgardening duties.Anti-social behaviour (ASB)We will• Respond to all reports of severeASB, domestic abuse, harassmentand hate crime within one day• Respond to all other reports ofASB within five working daysReporting ASB• To report ASB, domesticabuse, harassment or hatecrime please call 0300 1239966, the Duty Officer on 0207428 4216 or your HousingOfficer, Nnadozie Orisakweon 020 7428 42925 One Housing Group Local Offer Hillview

Repairs and maintenanceWe will• Provide a 24 hour telephoneservice to report emergencyrepairs• Ensure our contractors follow acode of conduct• Respond to a report of anemergency repair within two hoursand make safe• Respond to a report of an urgentrepair within three working days(and complete the works within 5days)• Respond to a report of a routinerepair within five working days(and complete the works within 28days)• Carry out a gas safety check atyour property at least once a year• Publish a programme of ourplanned maintenance works oncea yearReporting a repair• To report a repair please call0300 123 9966Customer careWe want…• Residents to be given more information about how their complaints arebeing dealt with and details of what went wrong and how it will be putright• Staff to provide updates, keep residents informed, to ensure thatresidents don’t need to chase for progress of issues/concerns raised• Staff to return telephone calls within 24 hours (Monday-Friday)• Specialist maintenance staff to be on hand to answer queries• Make staff contact details more accessibleSee our servicestandards in full by:Visiting our websiteonehousinggroup.co.ukCalling our Customer ContactCentre on 0300 123 9966Calling your NeighbourhoodOfficer, Nnadozie Orisakwe on020 7428 42926 One Housing Group Local Offer Hillview

HillviewAction PlanThank you to all those residents whotook the time to speak to our HousingOfficers last autumn when they weredoor knocking to seek your views on thepriorities for the estate.This action plan has been draftedfollowing your feedback and is yourlocal offer:Actions Target Date CommentsReplace bin room doorsat Whidborne andMidhope House andimprove lighting.Replace broken signageat Whidborne andMidhope gatesEncourage residentinvolvement and serviceimprovement throughregular meetings withkey voices and servicecontractorsImprove sweeping andcleaning in paved courtyard areasConduct a health andsafety review of thecommunal areasDecember 2011December 2011December 2011June 2012June 2012Jobs completedJobs CompletedMeetings commenced inAug 2011 involving Keyvoices and HousingOfficer. Now expandedto involve Cleaningcontractor andCaretaker. The meetinghas resulted in variousestate actions includingreduced cleaning costsand improved bin areasand will continue tofocus on estateservices.Ensure cleaningincludes regularsweeping of these areasand the removal of longterm grime in the courtyard pavingConcerns were raisedabout pots and otheritems on balconies andin common parts whichcould present a Healthand Safety risk. Report7 One Housing Group Local Offer Hillview

equired withrecommendations froma Health and Safetyspecialist.Commence action toremove Health andSafety risks to residentsensuring all seriousissues are resolvedReplace communalbulbs within publicisedresponse timesMeet with CamdenCouncil to identifyopportunities forimproved estate securityConduct a review andconsult with residentsabout the need forCCTVDevelop a basic estateagreement inconsultation withresidentsTake more decisiveaction to resolvebreaches of tenanciesBetween July andSeptember 2012June 2012June 2012September 2012December 2012Mid term and 12month reviewAreas on the estatehave been left indarkness for longperiods. Replace bulbsup to 28 days if nonurgent and 24 workinghours if an emergencyhealth and safety issueEstablish whether therecan be greatercooperation and jointuse of resources to dealwith and prevent crime,ASB and drug relatednuisance e.g. increasedpatrolsThere is youth nuisance,gang activity andmisuse of bin areas.This is subject tobudgets and servicechargeThis is to address noisenuisance caused byunsupervised childrendisturbing residents e.g.set time limits on whenchildren should play inthe areaResidents wereconcerned that someHealth and Safetyissues were notaddressed and wherenuisance is caused by aminority of residentsmore robust and timelyaction is taken tomaintain a good qualityof life for all residents8 One Housing Group Local Offer Hillview

Useful ContactnumbersAt One Housing GroupCustomer Contact Centre 0300 123 9966Repairs Hotline 0300 123 9966[including out of hours emergencies]Duty Officer line 020 7428 4216Housing OfficerNnadozie Orisakwe 020 7428 4292Community Investment OfficerMaxine Jervis 020 8821 5164Maintenance SurveyorJonathan Isaac 020 7428 4218Head of Regional Housing OperationsAngus Macdonald 020 7428 4121North Regional Housing Office:100 Chalk Farm RoadLondonNW1 8EHLocal numbersCamden Council [general enquiries] 020 7278 4444Camden Bulk Refuse Collection 020 7278 4444Camden Legal Services 0845 345 4345Metropolitan Police 101For all emergencies dial 9999 One Housing Group Local Offer Hillview