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wandle
Autumn 2012 Edition | Issue Number 67
Wandle News and residents’ annual report
for our tenants and leaseholders
ONE
WANDLE
Our vibrant new future
Housing
benefit
reforms
How will they affect you?
news
Wandle Annual Report highlights

We’re helping shape
vibrant
communities
CONTENTS
02
03
04
05
06
08
09
10
12
13
14
16
17
18
19
20
Letter from Customer
Services Director
We are moving
In 2012 Wandle
manages over 5,187
homes and employs
130 staff.
Welfare reform changes
Credit Unions
Crisis
Annual Report Highlights
Resident involvement
and empowerment
Your Home
Your Tenancy
Neighbourhood
and community
Value for money
Governance and financial
viability/Board members
Should it stay or go?
Resident involvement
idea days
Over 2 U
Jobs Fair
Local Area Team
contact details
for you
At Wandle we want to deliver the best services, providing
great places where you want to live and sustaining
meaningful partnerships within your local area. I have
recruited a new, energetic management team who
have been working with me since April to deliver on the
promises we have made to you. We’ve also taken on new
frontline staff and steadily improved our systems. I am
aware, however, we still have a way to go before we can
say that we’ve got all the basics right.
I’m also aware we have not regularly got out and about
to see you in your local area. We are still recruiting some
key roles in the local teams and when this is completed
over the summer, I am confident you will begin to see a
real difference in the way we are delivering our service
locally. We are all working hard to meet our vision of
shaping ‘vibrant communities’ and we will not stop until
you are really happy with the services you receive.
Within this newsletter, you will find our annual report
to residents. This shows our progress against the
standards that are set by our regulator, the Homes and
Communities Agency.
Yours faithfully
Sue Daniels
Customer Services Director
Front cover: Involved residents Charles and
Josephine Davey enjoy a barbecue at our Abbeville
Road offices on Thursday 16th September. If you’d
like to get involved too, call 0800 731 2030 or
visit www.wandle.com for a copy of our Getting
Involved with Wandle Housing Association guide.
WE ARE MOVING
In our last newsletter we explained our plans to move all our office staff
into one office. This will allow us to create more efficient ways of working
and provide a better quality of service to our tenants and leaseholders.
Our office staff are currently split
between two offices in Abbeville
Road, Clapham and Mitcham
Road, Tooting. At times, as a small
company, we have found it hard
to work across multiple offices. The
project to become ‘One Wandle’
through a one-office approach was
started in 2008, but has taken longer
than expected as the association
has been through many changes in
the meantime. Updates on specific
times and dates relating to the
imminent office move will be made
public through our website and our
texting service.
We have carried out a lot of research
into the best locations to provide
our services from, and the best
places from which we can attract
staff from all over London. We are
happy to announce that we have
secured a lease on a new office in
London Bridge, which will be large
enough to house all of our staff.
All our teams will sit on the same
floor to improve communications.
London Bridge is easily accessible by
public transport from all our Wandle
boroughs and has the kind of office
tO MINERVA HOUSE, LONDON, SE1
space we need to operate as a
modern and efficient organisation.
Our new office is called Minerva
House. While our existing offices
suffer from poor disability access,
this new office is compliant with the
Disability Discrimination Act. We are
investing in new phone systems and
IT to improve services for residents.
Resident visits to Wandle
currently average only about
30 a week across both offices.
Unsurprisingly, these visitors tend
to come from Tooting and Mitcham
– indicating that the majority of
residents who live further afield are
not as likely to currently visit us in
person. We hope that the excellent
travel links at our new office will
make it more accessible to a higher
number of residents. Of course, we
understand that not all our residents
want to travel for appointments.
This is why, in the future, we will
have a greater emphasis on our staff
meeting with residents in their own
homes or at venues close to their
homes where appropriate.
Our ‘Going Local’ strategy is very
clear about our commitment to set
up ‘community hubs’ in our main
delivery areas. We want to improve
our local presence in all boroughs,
not just one. We want to visit
residents at their convenience, not
call residents in at our convenience.
We will be keeping our Mitcham
Road Office accessible for services
as a pilot ‘community hub’ until
we have reviewed this with our
residents. Our office will open at the
times that best reflect current use.
These are likely to be Monday 3pm-
5pm and Wednesday 9am-11am.
This is the last part of our major
change programme, Vibrant Futures,
which we have been carrying out
over the last few years and which
has already seen a major change
to the way in which we deliver our
services. We will continue to focus
on our commitment to tenants and
residents in everything we do.
We will shortly be sending all our
residents a ‘Going Local’ leaflet,
which will explain in more detail
how services are going to be
delivered in the future and how the
changes will benefit you.
www.wandle.com 3

WElfArE rEform
Creditunions
chANgEs
The government is introducing a series of
national welfare reforms. These changes have
already started and will be introduced fully over
the next five years. So how will they affect you?
The first big change is the size criteria, sometimes called
a bedroom tax. From April 2013, if you have one or more
‘spare’ bedrooms, your housing benefit may be reduced.
Under the new rules, if you have more bedrooms than
the government says you need, you will lose part of
your housing benefit. If your benefit is cut it will be your
responsibility to make up the difference between your
housing benefit and your rent.
1 2housing benefit by
empty room
will reduce your
empty rooms
will reduce your
housing benefit by
10%
25%
The second big change is that from April 2013, the
overall amount of benefit you can receive will be
capped. The Government will add up how much
money you get from a range of benefits, including:
housing benefit, jobseeker’s allowance, income support,
employment support allowance, child benefit, child tax
The maximum amount of
benefit you will be able to
receive from April 2013
will be…
credit and carer’s allowance. If the total comes
to more than the maximum amount allowed your
benefit payments will be reduced.
The maximum amount of benefit you will
be able to receive from April 2013 will be:
• £500 per week for single parents
• £500 per week for couples with or without children
• £350 per week for single people without children.
This will not apply to you if:
• you get pension credit or working tax credit
• a member of your household is claiming disability
living allowance, attendance allowance, industrial
injuries benefit, or the support element of
employment support allowance.
How we can help you prepare for welfare
reform changes?
Many of you will be affected by these changes and we
want to help. Your Customer Relationship Officer can
direct you to further advice and support, so that you
can see how changes might affect your household
and plan for them.
Over the next few months we will be surveying
residents. This will help us to highlight where you
might be affected by these changes and directing
you to support. Please help us to help you by
answering the survey!
* £500 per week for single parents
* £500 per week for couples with
or without children
Having difficulty accessing a
loan from a bank or building
society? Looking for an
alternative to the major
financial institutions? If either
of these things apply to
you, there may well be an
alternative available within
your own local community.
Welcome to the world of
credit unions…
Unlike most financial
institutions, credit unions
are owned by the people
who use them. Credit
unions are community-based
organisations that provide basic
financial services within a certain
locality. There are three main credit
unions that provide services to
Wandle residents. These are London
Mutual (who serve residents in
Southwark and Lambeth), Lewisham
Plus (Lewisham and Bromley),
and Croydon Savers Credit Union
(Croydon, Sutton, and Merton).
People who use credit union
services become ‘members’ of that
credit union. This means that by
using a credit union you become a
part owner of that credit union, and
can have your say on major issues
Credit unions in your area…
You can use the following credit unions if you live or work in the area
Croydon, Sutton
and Merton
Croydon, Merton and Sutton
Credit Union
www.croydonsavers.co.uk
020 8760 5711
affecting it. Indeed, you can even
volunteer with your local credit
union and serve your community
that way.
As each credit union is an
independent organisation, each will
provide slightly different services.
However, all provide savings
facilities, and affordable loans. While
anyone in a community served
by a Credit Union can use it, they
are often particularly helpful for
people who cannot access a loan
from a mainstream bank or building
society. Credit Union loans are
often much cheaper than some of
the other loans that people in that
Lewisham and Bromley
Lewisham Plus Credit Union
www.pluscu.co.uk
020 8778 4738
situation might use. For example,
the most that a Credit Union will
charge is 26.8% APR, while a loan
from a ‘home credit’ company will
typically cost 200% APR or more,
while a ‘payday lender’ might charge
over 3,000%! This is worth thinking
about if you need to borrow money
to help cover the cost of Christmas.
Because a credit union’s main
purpose is to promote savings,
they will often ask members to
save for a while before they can
be considered for a loan. The
Lewisham Plus and London
Mutual Credit unions also offer
a current account service to their
members, although there is a small
weekly charge for this.
Contact details for the three main
credit unions serving Wandle are
included in this newsletter for
information. The purpose of this
article is not to recommend that
you use a credit union. We are
simply making you aware that they
are there as one of the options
available. If you have any queries
as to whether or not a particular
financial path is right for you,
you should seek advice from an
appropriately regulated professional.
Southwark and Lambeth
London Mutual Credit Union
www.creditunion.co.uk
020 787 0770
4 Wandle News | Autumn 2012 Edition | Issue Number 67
5
* £350 per week for single people
without children

Crisis at Christmas offers companionship and support to
alleviate loneliness and isolation and helps people take
their first steps out of homelessness. Crisis at Christmas
provides warm, safe places of companionship and
compassion for thousands of homeless and vulnerably
housed people. We provide accommodation for rough
sleepers, and people with specific needs such as
women and those with dependency issues.
For the vulnerably housed (for example
people living in temporary hostel
accomodation, squats or sofa surfing) Crisis
runs specialist day centres, based in schools
and colleges, providing an inspirational
environment. Last year we welcomed 3,200
guests to Crisis at Christmas centres and served
21,000 meals. Crisis volunteers gave health
advice and treatment to over 600 people and
more than 700 individuals sought advice on
housing, benefits and employment issues.
With over 8,000 volunteers, Crisis at
Christmas is one of the largest volunteer
led events in the UK.
Buildings, food, equipment and expertise
are offered from companies, organisations
and individuals. Thousands of individual and
corporate donors make financial contributions.
APPLY NOW TO VOLUNTEER AT CRISIS FOR CHRISTMAS 2012
6
Wandle News | Autumn 2012 Edition | Issue Number 67
Crisis at Christmas is
made possible through the
generosity of individuals
and companies that donate
money, goods and services.
Crisis at Christmas not only
provides immediate help for
homeless people at a critical
time, but it sets them up for a
more positive year ahead.
Guests receive healthcare and specialist
advice on housing, work and benefits.
In addition we encourage them to take up
life changing opportunities in the New Year
through the training and support offered at
Crisis Skylight centres.
For more information about volunteering visit our volunteer info page at
www.crisis.org.uk/pages/volunteering-at-crisis-christmas.html
2011/12
Wandle
Annual Report
Special

Wandle Annual Report Special
Resident involvement
and empowerment
Resident involvement is
very important. Our scrutiny
panel completed two scrutiny
cycles in 2011/12, investigating
communal repairs and
antisocial behaviour. The
information they found has
been reported to the Board
and is now helping our
Customer Services team to
make very positive changes.
8 Wandle Annual report special
Complaints
In the Complaints Service Improvement Group,
residents have been involved in looking at how
we handle complaints and the Charter Monitoring
Group meets to ensure that we meet the high
standards Wandle has set in the customer charter.
Residents have also been involved in developing
how Wandle communicates, working with staff to
improve both the website and our newsletters.
In the future, residents will be involved in a
different way. The scrutiny panel and some
Wandle wide groups will continue – but soon
resident involvement will mostly match our new
local structures. This will mean residents will be
supported to get involved in improving services
directly in their communities.
2009/10 2010/11 2011/12
Number of complaints received in a year 477 398 297
Percentage of complaints replied to on
time (Stage 1 & 2) 87% 90% 96%
Percentage of complaints at Stage 1 75% 77% 85%
Percentage of complaints at Stage 2
18% 17% 12%
Percentage of complaints at Stage 3 6% 6% 3%
Percentage of residents satisfied with
the outcome of their complaint 32% 48% 53%
Number of compliments received
in year 122 194 78
Your home
2010/11
Satisfaction
with Estate
Services
62
66
Average Energy
Efficiency Rating
(SAP) of homes
96
98
Percentage of repairs
complete in target time
95
100
Percentage of rented
homes meeting the
Decent Homes Standard
Percentage
of residents
satisfied with
repairs
Percentage
of properties
with a valid gas
safety certificate
at year end
2011/12
Satisfaction
with Estate
Services
67
66
Average Energy
Efficiency Rating
(SAP) of homes
97
98
Percentage of repairs
complete in target time
93
100
Percentage of rented
homes meeting the
Decent Homes Standard
Percentage
of residents
satisfied with
repairs
Percentage
of properties
with a valid gas
safety certificate
at year end
9

Wandle Annual Report Special
10 Wandle Annual report special
Your tenancy
We work hard at
Wandle to let our
homes quickly and
to keep the times
we have homes
empty to
a minimum.
In 2011/12 we kept
this period down to
an average of 24.4
days, which is a
good performance
in the areas where
we work.
We helped 43 Wandle
residents to move home
through mutual exchange
in 2011/12. This included
three homes where our
residents received a financial
incentive to move as they
were under-occupying their
home. If you need to move
or transfer to another Wandle
home then contact us and
we will give you the best
advice and support that we
can, although the number of
homes available will always
be limited.
We hold a transfer list, but
we also really encourage
residents to take advantage
of the free membership we
offer for Homeswapper – a
national website that allows
you to exchange homes
with other social housing
residents across the UK.
The rents we charge are in line with
the government’s rent formula
and you should get good notice of
when your rent will go up so you
can budget and plan ahead. These
are difficult times and if you have
financial problems you should let
us know straightaway. You can be
evicted for rent arrears, but we will
do everything we can to help you
manage the debt and stay in your
home.
We can put you in touch with
organisations that can help such
as Money Advice Plus, who can
help you manage your debts and
can ensure you are maximising
your income. We can also give you
advice on saving and borrowing
with organisations that charge fair
rates of interest like a credit union,
and would strongly advise you
to speak to us before borrowing
Insurance providers
JARDINE LLOYD THOMPSON
www.jltgroup.com
0845 601 7007
Furniture reconditioning
Croydon
HOME AGAIN
40-44 St George’s Walk
CR0 1YJ
Tel : 0208 667 0067
money from a mainstream bank,
online money lender or loan shark.
We have links to all credit unions
set up in our boroughs. Currently
this includes Bromley, Croydon,
Lambeth, Lewisham, Merton,
Southwark and Sutton. Wandle
also offers an incentive to residents
who open a savings account and
maintain regular savings with
most credit unions. We will pay a
membership fee (usually £5) and
match fund savings of up to £100
for each tenant during the first six
months of them opening a credit
union account.
Wandle doesn’t just want the rent
paid on time, we want residents
to get better at managing their
finances and thus improve their
quality of life. The aim of Wandle’s
‘Financial Inclusion’ programme
is to place residents in control of
Merton / Sutton
THE VINE PROJECT
Unit 3
24 Wandle Way
Willow Lane Industrial Estate ,
Mitcham
CR4 4NB
Tel : 0208 6856640
Disclaimer: Although we have provided information on these services, this does not
constitute an official recommendation. Wandle Housing Association does not accept
any responsibility for the quality of services provided by these organisation.
their finances by giving them the
knowledge and skills to make the
best decisions for their households.
We run Financial Freedom courses
every quarter, supporting attendees
with budgeting, finding affordable
credit and debt management. Our
partnership with Money Advice Plus
also supported 57 residents and
for much of the year Wandle had a
welfare benefits advisor available
to provide advice and support to
residents on their entitlement to
benefits.
A partnership arrangement is
also in place with Jardine Lloyd
Thompson insurance providers
to offer residents access to
discounted contents insurance
schemes. Residents can also
access local furniture recycling
organisations, which provide low
cost reconditioned furniture.
Bromley
GIVE2GIVE
15 Chatsworth Parade
Petts Wood, Bromley
BR5 1DS
Tel : 0845 680 6888
GIVE2GIVE
20 Station Approach
Hayes
BR2 7EH
Tel : 0203 490 6701
11

Wandle Annual Report Special
Neighbourhood &
community
Local area co-operation
Wandle’s most important relationships are with our residents and their local
councils. We work together with our local council partners to meet housing need. This
includes housing homeless people and those who need to move home due
to issues such as overcrowding, under-occupation or high medical need.
What is the Neighbourhood and Community Standard?
The Neighbourhood and Community Standard says we should provide a decent, clean and
safe area for our residents to live in and a say in how residents’ homes and neighbourhoods
are maintained and improved. We also work with our partners to promote the social,
environmental and economic well-being of the wider area around where our residents live.
What are we doing to meet this standard?
We work with our contractors, Fountains, to keep the communal areas of our estates
clean and tidy, and to keep the gardens and external common areas looking nice and
cared for. We also work with other housing providers and the local council to keep our
estates looking decent, offering services which include the removal of graffiti and other
rubbish left on our estates.
We restructured our service in 2011/12, so we will have a much higher presence on
our schemes in 2012/13. We will have new, locally based teams for each borough and
our new Neighbourhood Improvement Officers will be out and about as the eyes and
ears of the local team, spotting problems before they are reported, and taking advantage
of local opportunities to improve our neighbourhoods. We will also be developing a
network of resident champions to help us monitor important services like our repairs,
cleaning and gardening.
We believe everyone should be free to enjoy their home with Wandle as long as their
behaviour does not have a negative impact on other residents’ quality of life. We expect all
our residents to be tolerant and to respect the choices and lifestyles of other people,
but not to have to live with unreasonable behaviour from neighbours. If your neighbours
are annoying, harassing or disturbing you, or involved in suspicious behaviour, we want
to know about it.
Wandle wants to work with residents to take a confident approach to tackling anti-social
behaviour (ASB). This is one of our top priorities. As a result of feedback from our customers
and the help of our Resident Scrutiny Panel, we have developed a set of robust procedures
to make sure our neighbourhoods are decent and peaceful places to live.
Our Resident Scrutiny Panel reviewed our Anti-Social Behaviour policy and procedures in
2011/12 and made recommendations to make our processes clearer and to improve our
auditing and case management. We have put these new processes in place and will be
monitoring our ASB work closely in 2012/13 to ensure we are consistently improving our
service.
12
Wandle Annual report special
Value for money
How we spent your rent
Rent is our main source of income and it is critical that we collect the
rents that are due to us so we can remain financially viable and continue
doing the work we do. We fix our rents at the level set out by the
regulating body and aim to collect the rent promptly.
We also aim to keep arrears as low as possible whilst providing as much
support as we can to our residents so they can sustain their tenancies.
As evidence that this strategy is working, rent arrears in the last year
fell when compared to the year before. Below is a chart showing how we
spent your rent last year.
The Residents’ Income Working Group met during the year, discussing
such topics as performance targets, service standards, changes to welfare
benefits and rent increases. They’ve had a significant impact on our
financial inclusion action plans. In particular the changes residents
recommended to the content, tone and layout of rent arrears letters to
make them easier to read and more effective.
Management
Responsive
maintanance
Major repairs
Other
Interest
Development
in new homes
£6,474k
£9,883k
£6,641k
£6,256k
£3,480k
£3,232k
Wandle now owns 6,520 homes and many of these were built
partly with money borrowed from banks. We borrow this money
over a long term and at low rates. We factor this interest into
our long term plans as part of the overall cost of providing good
quality and affordable homes.
£ £ £
Our teams:
Our new local area
teams are already
busy talking to
residents and
community groups,
building on the
knowledge we
already have so that
they can get to know
the differences and
similarities between
the areas in which we
work.
13

Wandle Annual Report Special
Governance &
financial viability
The Association’s policies for membership and services on the
Board of Management are designed to meet the requirements of
the National Housing Federation’s codes, namely the Excellence in
Governance Code and Excellence in Standards of Conduct Code.
Both codes have been adopted by Wandle’s board.
The Wandle board shapes the long-term strategy
of Wandle and holds the executive to account
in relation to service delivery, financial and risk
management and governance. To ensure that
the focus remains on customer services and the
quality of delivery, the board very much welcomes,
supports and respects the role of the Wandle
Scrutiny Panel.
The panel was set up in 2010 to help the board
fulfil its role of driving better services, as well as
satisfying the need for strong co-regulation. The
panel is supported by an independent advisor. We
are proud of our transparency in this - it ensures
that the panel cannot be influenced in its findings
by the organisation. The Scrutiny Panel attends
board meetings to report on its findings. The
Chair of Scrutiny holds regular sessions with the
Chief Executive and senior managers at Wandle
to discuss areas of service to investigate and to
ensure that there are no barriers to the valuable
work that the resident panel members undertake.
Scrutiny is supported by a strong and meaningful
resident engagement structure. The Scrutiny Panel
is supported by our Charter Monitoring Group and
our Complaints Service Improvement Group and
through a wide network of residents. We strongly
encourage more residents to apply to use their
individual skills on the Scrutiny Panel. You can find
more details on how to do this on our website
at www.wandle.com or by calling our Customer
Services department on 0800 731 2030
Our aim is to continue to build on this
commitment during the coming year.
14
Wandle Annual report special
Wandle’s board is committed to upholding the
National Housing Federation’s Excellence in
Standards of Conduct Code and adhering to its high
criteria. The board of Wandle Housing Association
Limited has agreed to adopt the National Housing
Federation’s Excellence in Governance Code. This
code has been chosen because it is sector specific
and focuses on our residents, customers and
stakeholders. The suitability and appropriateness of
this code will be reviewed every three years (next
review due in 2013).
Wandle currently has a board of 12 non-executive
directors, some of whom are Association residents.
The board operates two committees and board
members are active in championing key work
streams that are reflected in the Business Plan
commitments. The board has regular meetings,
with members undertaking appropriate training to
fulfil their roles and carry out ‘reality checks’ such as
estate inspections and new homes tours to make
sure that what is being delivered is in line with
their expectations. They review performance on a
regular basis and ensure that the diversity of our
customers’ needs is at the heart of decision making.
Wandle’s board has a Value for Money Strategy
which was revised in 2009/10. The board is
focussed on ensuring that the organisation
manages its business in a way that delivers the
best services in the most efficient ways. The Board
will be reviewing its strategy during 2012.
Our board members
Philip Sturrock
(Appointed 2010) Chair
Former CEO of companies in publishing;
member of the Industrial Development
Advisory Board.
Martin Hurst
(Appointed 2004) Vice Chair.
Senior Policy Advisor to Government.
Member of Audit Committee.
Paul Rydquist
(Appointed 2007)
Member of Audit Committee.
Independent Housing Consultant.
Janet Collier
(Appointed 2008) Member of Audit
Committee. Finance Consultant.
Tunde Awofolaju
(Appointed 2004) Member of
Remuneration and HR Committee.
Manager, UK Online Centre.
Richard Raeburn
(Appointed 2008)
Chairman of Audit Committee.
Justin Elcombe
(Appointed 2008) Member of
Remuneration and HR Committee.
Managing Director of Hollybrook Ltd.
Ann Humphries
(Appointed 2008) Chair of
Remuneration and HR Committee.
Adviser to the Chair of the John Lewis
Partnership on public policy issues.
Sara Thakkar
(Appointed 2009)
Chief Executive, Wandle HA.
Paul Glinkowski
Tenant Board member.
Catherine Martin
(Appointed 2006, resigned September
2011). Equality and Diversity Board Lead.
Freelance consultant.
Karen Talkington
(Resigned February 2012). Tenant board
member.
Samantha Cheng
(Resigned September 2011). Tenant board
member.
Ravensbourne
Development & Delta Homes
Board Members
howard Webb
(Appointed 2010 , resigned June
2011)
Justin Elcombe
(Appointed 2008)
Peter mulloy
(Appointed 2008)
gary Bellenger
(Appointed March 2011)
Wandle
Executive Team
sara Thakkar
Chief Executive (2009)
sue Daniels
Customer Services
Director (2012)
Tim coppard
Business Partnerships
Director (2012)
Eddie milne
Finance Director (Appointed 2010,
resigned December 2011)
Nathan gravesande (Appointed
2006, resigned June 2011)

STAY GO
GO
STAY
SHOULd IT S TAY OR
SHOULd IT gO?
Wandle has always worked very closely with residents
to improve services. We want to make sure this continues.
The Community Investment Team is consulting residents on
our proposals for how resident involvement could work in
the future. We will be asking some big questions:
£20 incentive payment – Should it stay or should it go?
Refreshments - Should it stay or should it go?
Long meetings- Should it stay or should it go?
Taxi fare - Should it stay or should it go?
Wandle wants to work with you at all levels of the business, but especially at the local
level where you live. We have some exciting ideas which we really want you to help us
make real.
Attend one of our two workshops or pop in to find
out more at our resident Involvement Idea Day.
We want your feedback and your ideas.
Tuesday
13th November
6pm - 8pm
Cornerstone House
14 Willis Road
Croydon
CR0 2XX
RESIdENT INVOLVEMENT
IdEA dAYS
tuesday
20th November
6pm - 8pm
Merton Hall
78 Kingston Rd
SW19 1LA
If you want to attend a workshop, please
register your attendance with
Phil Cone, Community Investment Officer
0208 682 5367 / 0203 617 4807
philcone@wandle.com
All residents attending a workshop will receive
either £20 or a return taxi. Please indicate your
preference when registering to attend.
involved residents' barbecue
Thursday
22nd November
6pm-8pm
Sue Daniels, our Customer Services Director,
opens our barbecue for involved residents on
Thursday 13th September. The barbecue gave
us an opportunity to begin our consultation
on how we can refresh and improve our
resident involvement strategy. We had some
really good feedback.
Head Office
Leonard Cheshire
Disability
66 South Lambeth Road
London
SW8 1RL
Wednesday
28th november
12 noon - 2.00pm
Consultation Workshop -
(Lunch provided)
2.00 - 6.00pm
Drop-in - come along and
ask us questions!
6.00 - 8.00pm
dATES
FOR YOUR
d IA RY
Consultation Workshop -
(Refreshments provided)
St. Boniface
Community Centre
(next door to the Church)
185 Mitcham Road
Tooting
SW17 9PG
16 Wandle News | Autumn 2012 Edition | Issue Number 67 www.wandle.com
17

oVEr 2 U
FOCuS ON FiRE
SAFETy
Wandle’s Property Risk team is
committed to keeping residents safe
from fire. Following on from the fire
risk assessments we carry out in all
blocks, we are rolling out a wider
programme of action to increase the
safety of your homes.
In line with this initiative, Wandle is
asking residents to remove bikes,
prams and other items which are
blocking halls, corridors and stairways,
as these are important escape routes in
a fire. Whilst they may be easy to see in
daylight, if the corridor was filled with
smoke these items could cause you to
trip and fall and prevent you from
getting to safety. These areas are
designed to prevent the spread of fire
so that if you do need to leave your flat
it is a safe route to exit. Any items left
in these areas will also add to the fuel
load and spread the fire further.
TEST yOuR
HEATiNg
Don’t wait until winter to test your
gas central heating! Turn your central
heating on, leave it on for 45 minutes
and then check all your radiators to
make sure they’re getting hot. If you
have any problems call K&T heating
on 0800 092 2420 (0208 269 4500
from a mobile).
WHAT iS
SuSTAiNAbiliTy?
Environmental sustainability is
something the whole world is now
concerned with. Even painting and
decorating houses is something that
we can look at doing in a more
sustainable way. 500 Wandle homes
are included in the cyclical decorations
contract this year and our contractors,
Mullaley, will be using paint sourced from
Akzonobel (who include ICI and Dulux in
their portfolio). Wandle have partnered
with Akzonobel for several years of the
annual decorating contract.
It is important to Wandle that we
use contractors and suppliers with a
sustainable approach to their work.
Akzonobel are proud of their
sustainability focus and they have
worked with Forum for the Future
to develop ways to reduce the
environmental impact of decorating.
They are recognised as leaders in
their field in their approach to
product sustainability.
If you are thinking of redecorating
your home you can use Akzonobel’s
handy online paint calculator to ensure
you buy only the amount you need.
www.dulux.co.uk/advice/paint_
calculator/index.jsp
JoBs fAIr
WorKs
Wandle recently attended and supported the South
London Jobs Fair and the Tooting Works Jobs Fair.
The South London Jobs Fair took place
in Croydon in June. Over 1,000 people
attended this amazing event, which
was organised by a group of housing
associations including Wandle. The fair
is set to become an annual event, so
look out for it again next year. It really
works too – one of your new Customer
Relationship Officers applied to work at
Wandle after attending this event and
chatting to Wandle staff. Next time it
could be you!
The Tooting Works Jobs Fair took place
in August and was hosted by South
Thames College. Local MPs Sadiq
Khan and Chuka Umunna both came
along to offer their support to job
seekers. Wandle set up stall alongside
companies including Starbucks,
Sainsburys, The Princes Trust, South
London Job Centre and Think Big. As
well as stalls, there were also workshops
offering advice on hot topics such as
CVs and digital profiles.
Want a local job club? Maybe a
start your own business course?
Just need some work experience?
Wandle will be starting to
offer lots more opportunities
like this soon.
If you would value some support in
getting into work, call Phil Cone,
Community Investment Officer on
0208 682 5367 or 0203 617 4807
or email on philcone@wandle.com
18 Wandle News | Autumn 2012 Edition | Issue Number 67
19

locAl ArEA TEAm
Local Area Manager
Owen Ramsay
OwenR@wandle.com
Technical Officer
Sophia Grant
SophiaG@wandle.com
Customer Relationship Officer
Beatrice Brown
BeatriceB@wandle.com
Customer Relationship Officer
Babatunde Raji
BabatundeR@wandle.com
Important numbers:
☎ customer services
0800 731 2030
(020 8682 7442 from a mobile)
Monday, Tuesday, Thursday and
Friday 9.00am to 5.00pm
Wednesday 9.00am to 4.00pm
If you would like any more information
or would like to comment on any of the
articles, please contact your Local Area
team at customerservices@wandle.
com, freephone 0800 731 2030
(freephone) or 020 8682 7442
(from your mobile), or go to
www.wandle.com
Local office
232 Mitcham Road, London SW17 9NN
contact details
☎ K&T heating services
0800 092 2420
To report a problem with your gas
central heating or hot water system
24 hours a day, 7 days a week
Customer Relationship Assistant
Deniz Ibrahim
DenizI@wandle.com
Customer Relationship Assistant
Andre Ansah
AndraA@wandle.com
Customer Relationship Assistant
Christine Addy
ChristineA@wandle.com
Handyman
Chris Bethell
Wandle News is printed on Revive 50/50 paper
(50% recycled fibre and 50% virgin fibre)
☎ Anti social behaviour
hotline 020 8682 5346
24 hour message service
Fadlan Kooxdayada Adeegyada
Macmiilka kala soo xiriir 0800 731 2030.
Veuillez contacter notre équipe de
service clientèle au 0800 731 2030.