Barkantine Estate Estate Management Plan - One Housing Group

The Area ActionPlanThis estate action plan details the services availableto all our tenants/residents and how they can beinvolved in monitoring its progress. This will includesetting future standards for communicating andworking with you on a regular basis.Your Estate Plan is also known as a local offer.There is an on going action list which aims to respond to issues raised bytenants and residents. This section will be updated on a regular basis andwill form part of the agenda for the monitoring group meetings.The plan forms an agreement between One Housing Group and OneHousing Group residents of the Barkantine estate.More information about One Housing Group policies and procedures andservice standards can be found in the tenant/residents handbook and alsoon One Housing Group’s – onehousinggroup.co.uk.What 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, for 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 Estate Management Plan Barkantine Estate

How will thisAction Plan bemonitored?Estate Action Plan Monitoring Group Frequency of MeetingsMembership• Residents of Barkantine• Barkantine Management Team• Neighbourhood Officers• Neighbourhood Coordinator• Anti-social Behaviour Coordinator• Community Investment Officer• Every four monthsEstate inspectionsMembership• Residents of Barkantine• Neighbourhood Officer• Estate Services Supervisor andcaretaker as requiredFrequency of Meetings• Monthly• Joint inspection carried out byBarkantine residents,accompanied by yourNeighbourhood Officer and estateservices supervisor.How will Residentsbe kept informed?Estate Action Plan ReviewMembership• Community Investment Officer• Estate Champion• Neighbourhood Officer• Head of Regional HousingOperationsTypes of communication• One Housing Group’s newsletter• One Housing Group’s website• TRA newsletters and meetings• Letters• Flyers/leafletsFrequency of Meetings• AnnuallyFrequency• Published quarterly• onehousinggroup.co.uk• Held monthly• Regarding major issues• Regarding specific eventsIf you are unhappywith the serviceyou receiveYou should:• Speak to your NeighbourhoodOfficer• Contact the Tenant ForumRepresentative• Use the One Housing Groupcomplaints procedure• Contact your NeighbourhoodCoordinator• Raise as an issue at a MonitoringGroup meetingContacts• Kerry Vowles/Fay McGregor:020 8821 5354/55• Call 0300 123 9966, write to yourlocal office or by email:info@onehousinggroup.co.uk• Stan Samuel: 020 8821 5364Occur every four months atMillwall Housing Office2 One Housing Group Estate Management Plan Barkantine Estate

ServiceStandards, ourcommitmentto youGround maintenanceWe will• Mow the grass fortnightly (April to September)• trim hedges twice per year• trim shrubs once at the appropriate time of theyear• keep shrub beds appropriately weeded• apply weed killer to hard surfaces (i.e. carparking areas) twice per year• littler pick and remove fallen leaves at eachGrounds Maintenance visit• to spot pick litter from grass before cutting• to maintain and upkeep all shrub areas andflowers bed• to carry out planting of bulbs, shrubs and plantsas required (available funding)• to prune and maintain trees and hedges• to carry out weeding and weed killing treatment• to carry out leaf collection and disposal• to carry out composting/Barking• grass edges to be re-defined• roses for regular dead heading to promoteabundant flowering• regularly apply manure and other fertilizer• remove protruding rubble from grass areas soas to protect cutting blades• carry out daily and weekly checks on allmachinery• maintain records of all the work completed• order / purchase stores and equipment• rake leaves as necessary• take up tree branches and remove suckers.These services may impact on the ServiceCharge of your property.This service is included in the estates servicesreview detailed on page four of this document.We will also:• Clear illegally dumped rubbish within sevendays• Remove offensive graffiti within 24 hours andother graffiti within seven daysThese services may impact on the ServiceCharge of your propertyDetails and Contacts• Please contact your Neighbourhood Officerif you have any concerns regarding theperformance of the contractors.3 One Housing Group Estate Management Plan Barkantine Estate

Anti-social behaviour (ASB)We will• Respond to all reports of severe ASB, domesticabuse, harassment and hate crime within oneday• Respond to all other reports of ASB within fiveworking daysReporting ASB• To report ASB, domestic abuse, harassmentor hate crime, please call Kiera Curran,Anti-social Behaviour Coordinator on 0208821 5359.Anti-social behaviour (ASB)ConciergeDuring 2011 residents who pay for and receive this service played an active role in redesigningthe service. The new concierge service is due to be launched in April 2012.The primary responsibilities for this service are:• To provide a Concierge and Block Security Service at any one of the seven blockswhich require this service, exact location dependant on operational requirements.• To provide an excellent customer focused service for all residents and visitors to boththe block in which you are stationed and the surrounding area.• To be proactive in enhancing the security of the block and taking all appropriatesteps to create a clean, safe environment for residents and visitors.• To monitor and maintain the CCTV system within the block and to assist other membersof staff or authorised agencies when access is required to recorded images.Other general duties include, but are not prohibited to:• provide an effective security presence and undertake patrols in the block.• provide a reception service and first point of contact to all residents and visitors.• maintain a register of non-residents visiting the block.• inspect the block for faults, repairs or defects during each patrol and report these byemail or telephone.• ensure that all common ways, stairwells and lobbies are clear in accordance withFire Regulations.• sweep and clean the lobby area and lift lobby and thoroughly clean all surfaces of thelift interiors at least once per shift.• maintain the Concierge Office to a clean, tidy and professional standard.These services may impact on the Service Charge of your property.We willReporting ASB4 One Housing Group Estate Management Plan Barkantine Estate

Service Standards,our commitmentto youRepairs and maintenanceWe will• provide a 24 hour telephoneservice to report emergency repairs• ensure our contractors follow acode of conduct• respond to a report of anemergency repair within twohours (make safe within 24 hours)• respond to a report of an urgentrepair within three working days(and complete the works withinseven days)• respond to a report of a routinerepair within five working days(and complete the works within 20days)• carry out a gas safety check ateach tenants property at leastonce a year (not leaseholders)• publish a programme of ourplanned maintenance works oncea year• provide a clear definition of whatrepairs are chargeable in thehandbook• make clear to residents that they“may be” charged if the repair isfound to be their responsibility• give residents the opportunity toarrange their own chargeablerepair works and state that ourminimum charge is £150.00.Reporting a repair• To report a repair please call0300 123 9966CaretakingWe will:Daily• Litter pick• Check and clean lifts andground floor lobbies (whereappropriate)• Check communal areas andspot clean as needed• Rotate/change bins asneeded• Check refuse chutes for5 One Housing Group Estate Management Plan Barkantine Estate

Weeklyblockages• Report defects• Check lighting (PM) andreport defects / changes asrequired.• Clean (sweep and mop)stairs and wipe handrails• Check and clean chutehoppers• Clean bin chamber• Remove graffitiMonthly• Clean handrails,balustrades, ledges andhopper heads• Sweep and pop internalcorridors• Sweep external corridorsand landings etc, eg gulliesThese services may impact on theService Charge of yourproperty.This service is currently undergoing variousoperational changes which will lead into a fullreview. This will involve a consultation withresidents whom pay for the service. Thepurpose is to provide a service that residentswant at a cost that is both affordable andoffers value for money.If residents which comment on this reviewplease contact the Estate Service Manager,Steve Couzens on 020 7428 4130.6 One Housing Group Estate Management Plan Barkantine Estate

Customer careSee our servicestandards in full by:We 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• 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 accessibleVisiting our websiteonehousinggroup.co.ukCalling our Customer ContactCentre on 0300 123 9966Calling your NeighbourhoodOfficer, Kerry Vowles/Fay McGregor on020 8821 5354/557 One Housing Group Estate Management Plan Barkantine Estate

Barkantine EstateAction PlanThank you to all those residents whorecently took the time to speak to ourNeighbourhood Officers 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.ActionAnti Social Behaviour• Ensure that mediation service isincorporated into ASB resolutionprocess• Work with BMT and residents toagree relevant timely monitoring ofperformance information• Work with BMT and LBTH DogWarden Service to monitor the DogWarden SLA and informationprovided• Online reporting for ASB to beintroducedFeeling Safe and Secure• Consider what reasonableimprovements to lighting can bemade across Barkantine• Review CCTV systems and workwith CSU to ensure that CCTVsystems are fit for purposeCleaning and Grounds maintenance• More robust caretaking monitoringpractices to be implemented, whilstsimultaneously raising the profile ofthe caretakers on the estate.• Ensure caretakers have the properequipment to undertake theirrequired tasks.Management of waste• Formulate and implement fly tippingand bulk rubbish strategy with StJohns residents to reduce both theamount of rubbish that is dumpedand continually escalating costs.Target dateEnd of March2012End of July2012End of July2012End of March2012End of March2012End ofDecember2012End of July2012End of July2012End of March20138 One Housing Group Estate Management Plan Barkantine Estate

Value for Money:• Work towards more detailedinformation regarding costs forservices (service charge summary)• Work on value for money strategywith BMT and other landlords whereappropriate (including qualitycontrol).End ofSeptember2012End of March20139 One Housing Group Estate Management Plan Barkantine Estate

Useful ContactnumbersAt One Housing GroupCustomer Contact Centre 0300 123 9966Repairs Hotline[including out of hours emergencies] 0300 123 9966Neighbourhood OfficerKerry Vowles / Fay McGregor 020 8821 5354/55Senior AdministratorErrsala Ahmed 020 8821 5379Leasehold ManagerJazz Bilkhu 020 7428 4283Neighbourhood CoordinatorStan Samuel 020 8821 5364Anti-social Behaviour CoordinatorKiera Curran 020 8821 5359Income TeamAnna BickerstethTo discuss your rent account 020 8821 5218Regional Housing ManagerSuzanne Horsely 020 8821 5331Local numbersBarkantine Management Team ChairMiss Sarah Edwards 07407 156357Barkantine Hall HireMr Fred Quatramini 07725 823448Barkantine Team Office 020 8531 4913Tower Hamlets Borough Council(general enquiries) 020 7364 5000Housing benefits 020 7364 5001Council tax 020 7364 5002Tower Hamlets Citizens Advice Bureau 020 7247 1050Refuse and Waste Management(Streetcare Team) 020 7364 5004Public Refuse Tip 0800 988302310 One Housing Group Estate Management Plan Barkantine Estate

Milwall Police (non-emergency) 101• For all emergencies dial 99911 One Housing Group Estate Management Plan Barkantine Estate