RESIDENT HOMEOWNERS HANDBOOK

Transcription

1 Blackwall Reach Regeneration Project RESIDENT Re HOMEOWNERS HANDBOOK March 2013

2 CONTENTS 1 INTRODUCTION 3 PAGE 2 KEY PLEDGES TO RESIDENT HOME OWNERS 4 3 REGENERATION PLANS 5 4 BUY BACK PROCESS 7 5 DECANT TIMETABLE & OPTIONS FOR RESIDENT HOME OWNERS 9 6 HOME LOSS AND REIMBURSEMENTS 15 7 CURRENT HOUSING MANAGEMENT ARRANGEMENTS 18 8 FUTURE HOUSING MANAGEMENT PROPOSALS 21 Appendices Key Contact List 26 2

3 1 Introduction This document sets out important information about the Blackwall Reach regeneration project. It is to help resident home-owners living in the area understand the proposals; how they will be affected by them and where to go for further information or help. It sets out helpful detail on: The regeneration proposals Phasing of the works Options for leaseholders & freeholders Arrangements for the future housing management of the new homes Useful contact details if you have a query Information in this handbook will be supplemented with further updates through the residents newsletter and there will be further information so that residents can be kept informed about their homes, the building works and disruption in the area. A local project office has been set up, with a dedicated team of lettings, homeowner buy back and regeneration staff (jointly provided by the Council and Swan), to provide information and support for all residents. Residents can phone Solon, their Independent Advisor on Freephone for independent advice. The Freephone line is open 9am to 5pm Monday to Friday and there is an answer phone service outside office hours. If you leave your contact details your call will be returned within 24 hours. 3

4 2 Key pledges to Resident Home Owners The Council has committed that every resident home owner will have an option to remain in the Blackwall Reach area. To qualify for this option the resident home owner will need to have been living at the property as their only or principal home since (or before) 9 February Existing resident home owners will be offered an opportunity by Swan Housing Association to buy a new replacement home within the regeneration area. The first new homes to be built (Phase 1) should be completed by summer Compensation for moving home will be offered to ensure that no resident owner will be financially disadvantaged by the regeneration. Compensation for moving home is available, depending on their circumstances, as set out in this guide. See pages A purchase price based on current full market value will be agreed with each resident home-owner and clear procedures set out for buy-backs. High standards will be set and maintained in perpetuity for the management of housing, parks and other public spaces in the area. The Council will require Swan to abide by the existing Housing Association Tenants Charter. Residents can be expected to be treated fairly and without discrimination and services will be accessible to all residents. If elderly and vulnerable residents need certain care or support services, they will be given appropriate help to obtain them. The Council & Swan will consult with and involve residents in the on-going regeneration of Blackwall Reach and the management of their housing. 4

5 3 Regeneration Plans BACKGROUND Blackwall Reach requires a large amount of investment to create good quality homes for local residents and to create a place where people choose to live and bring up their families. Throughout the process we have involved residents and consulted with you to develop the detailed scheme proposals that have been approved by the Council. A Resident Insight Group (RIG) has been established as the forum for consultation with residents about the regeneration and we have also worked with your Tenants and Residents Association (TRA). THE AREA Blackwall Reach comprises the 9.74 hectares of homes, businesses and open space that lie between Cotton Street, Aspen Way, the Blackwall tunnel approach and the East India Dock Road. Most of the existing homes in the area are located in Robin Hood Gardens, designed by the architects Alison and Peter Smithson in the 1960 s and completed in In addition, the site includes further homes in Anderson House, Mackrow Walk and Woolmore Street. SCHEME DESIGN NEW HOMES The current design provides for a mix of new maisonettes and flats of various tenure types, including social rented and homes for private sale. All new homes will meet the Lifetime Homes standard and be built in accordance with the Mayor of London s London Housing Design Guide. A high standard of community safety will be achieved, by consulting with the police and following the principles of Secured By Design. KEY BENEFITS Up to 1,575 new homes Up to 566 social rented homes Around 100 low cost homeownership properties including replacement homes for resident home owners New community centre A new and improved park to replace the existing Millennium Green and better public spaces (a minimum total of 18,000 square metres) Up to 900 square metres of new commercial space (including a new local shops, offices and small business units) A bigger and better local primary school, Woolmore School, developed by Children s Services Apprenticeships will be offered to all year olds currently living on Blackwall Reach 5

6 PHASING The regeneration project will take a number of years and is due for completion between 2022 and It will be delivered in four phases, with the first phase (1A) split into two sub-phases (A1/2 and B). The Development Phasing Map is shown below. Phase 1a (St Matthias site) Demolition: spring 2013 Begin Construction: summer 2013 Finish Construction summer 2015 including the first replacement homes for Option to Remain resident homeowners. PLANNING APPROVALS All the proposals are subject to reserved matters approval of the detailed plans at each phase. Outline planning approval for the whole site was received in March Phase 1A detailed application has been approved in December CAR PARKING Swan has committed to providing a replacement car parking space for residents taking up the option to remain in the new scheme and who (as of 3 rd January 2012) currently have a valid permit to park. 6

7 4 BUY BACK PROCESS PURCHASE PROCESS The Council has approved the plans for the redevelopment of Blackwall Reach and authority has been given to begin the process for buying-out owner-occupiers in the area. The Council has contacted home-owners in writing and in person, to offer visits so you can ask questions about the buy-out process, the offer to homeowners, the valuation and how to start the negotiation process. When an existing resident homeowner wishes to explore the option of purchasing a new property though Homeswap, Shared Equity or Shared Ownership, a meeting will be arranged with the appropriate member of staff from Swan. VALUATION The Council will arrange for an initial valuation of the property. The Council will write to the homeowner to send them notification of the market value and to inform them of their entitlements to Disturbance Payments. Homeowners can commission their own valuations from an independent chartered surveyor. A list of independent chartered surveyors can be obtained from the Royal Institution of Chartered Surveyors (telephone and web site and examples of local companies who do this type of work are shown on page 16 (Chapter 6) of this guide. Please note you should make your own enquiries to select a suitable surveyor: the council is not recommending any company or organisation. The following factors are taken into account in arriving at a market value: Internal condition of the property Any internal improvements (e.g. new bathrooms and kitchens) Location of the property Amenities within the area (e.g. transport links, shops and services). The housing market in the immediate locality is also analysed and evidence of recent sales in the area obtained from the Land Registry is used as comparable data. The Council will pay reasonable costs incurred by the homeowner in commissioning an independent chartered surveyor (see Valuation Fees Section 6), subject to receiving a full and professional valuation report. If the independent chartered surveyor does not agree with the Council s Valuer, there will be a negotiation between them. If they cannot settle on an agreed valuation, then the home-owner can appeal to the Lands Tribunal. 7

8 The Lands Tribunal is an independent judicial body set up by the Government to resolve disputes concerning land issues. It has the power of a court of law, and its decisions can be referred to the Court of Appeal. The decision of the Lands Tribunal (and the Court of Appeal) is final. The value fixed by the Lands Tribunal may be higher or lower than what was offered by the Council. The Lands Tribunal also determines who should pay the costs of the tribunal. COMPULSORY PURCHASE ORDER Compulsory Purchase Orders are a normal and necessary tool, which the council uses to help secure land acquisitions, if voluntary agreements cannot be reached. The Council will make a Compulsory Purchase Order (CPO) for all land interests (including private dwellings) which need to be acquired to enable the regeneration to proceed. However the Council s intention is to seek voluntarily negotiated settlements with owners wherever possible. Negotiations continue in tandem with the necessary CPO process. The Council encourages owners to come forward and talk to us so that negotiations can take place towards hopefully achieving a satisfactory settlement for all parties. It is envisaged that resident home owners who wish to take up the option to remain will be asked to confirm this by the council and Swan by a set date, and that this will be in advance of the new homes being completed. The use of CPO powers by the council will not affect this offer of a replacement home to resident home-owners under the option to remain. 8

9 5 DECANT TIMETABLE & OPTIONS FOR RESIDENT HOME OWNERS All the homes in Robin Hood Gardens, Anderson House, Woolmore Street and Mackrow Walk are to be demolished and redeveloped for the regeneration. Council tenants are being rehoused and privately owned homes bought back by the Council. Details of the government guidelines for the homeowner buy backs are explained in Section 6. The Council, Greater London Authority, Swan and Countryside Properties recognise that resident home owners have made a significant investment in the neighbourhood and are an important part of the social fabric of the local community. Similar key rehousing principles apply to resident home-owners and to existing Council tenants, including: The option to remain : a guaranteed option to stay in the area with an offer of a permanent new home within the Blackwall Reach development at no extra purchase cost. To promote community cohesion by providing opportunities wherever possible for existing neighbours to live closely together in the new development, if that is their preference. To provide a new replacement home with the same number of bedrooms. The large-scale redevelopment of Blackwall Reach is unsettling and disruptive for homeowners. We appreciate that early involvement is important to provide you with clear and consistent information about the housing plans and your housing options for the future. Many resident home-owners have only limited experience of home purchase having bought their properties through Right to Buy. Support will be provided to help resident homeowners through the process of choosing and moving to their new homes, and to make informed decisions about the best choices for their households. All resident home-owners are offered personal interviews to discuss their individual needs. They can also contact the nominated council or Swan officers at any time to raise questions or concerns. DECANT TIMETABLE Resident homeowners must have lived in the property continuously as their principle home since 9th February 2010 being 12 months prior to the council s decision to decant the homes on the estate. This meets the council s requirement for 12 months residency prior to the activation of decant status, which was approved on 9 th February

10 The council s decant priority is as follows: First decant phase by 2015: this includes residents of West Block (Nos 1-104) Robin Hood Gardens, Nos 1-22 Anderson House and Nos 2-10 Woolmore Street. It will enable Swan to demolish these blocks first and start building Phase 2 of the redevelopment for the second phase of decants. Second decant phase, expected to complete by c 2018/19, or sooner if possible: this includes the remaining homes in the East Block (Nos ) Robin Hood Gardens and Nos 1-11 Mackrow Walk. The completion date for the second decant phase depends on the completion of the first new homes in Phase 2 of the new development the development phasing is shown on page 6. PURCHASE OPTIONS FOR RESIDENT HOME OWNERS Some resident homeowners may want to make their own arrangements once a valuation of their property has been agreed with the Council and the sale is completed. Many have sold their homes already on this basis Alternatively, all existing resident homeowners have an option to buy and move permanently to a new property in the first phase of Swan s new homes (Phase 1A), which we expect to be available by summer Resident owners in the second decant phase retain an option to move to a new home in Phase 2 of the redevelopment if they do not wish to take up Swan s offer of a new home in Phase 1A. However please see the paragraph below. It is hoped that resident home owners taking up the option to remain will be offered a single direct move to their permanent new home. However as a last resort, the council cannot rule out temporary decant for resident owners in the second decant phase if, for example, the rest of the tenants and other residents in their block were successfully decanted sooner than 2018/19. We have stated throughout the process that the council will try to minimise the use of temporary decant for resident owners taking up the option to remain, but, should this become necessary, the council and Swan would work closely with the affected owners to relocate them temporarily whilst their new permanent replacement home is built. Housing options for resident homeowners living on Blackwall Reach include: a) Buy Out b) Homeswap c) Shared Equity d) Shared Ownership 10

11 a) Buy Out The Council will buy-back the leasehold or freehold property for an agreed market value, A statutory home loss payment for resident home-owners. This is payable at 10% of the final purchase price up to a maximum of 47,000 home loss payment. Reimbursement for reasonable valuation, legal and relocation costs, as set out in section 6. The resident homeowner may then make their own arrangements to find another property, or will have opted for one of the options being offered by Swan as set out below. b) Homeswap Homeswap is a special arrangement to help resident home-owners to purchase a new property from Swan in the new development on Blackwall Reach. Swan s offer is replacement of homes with the same number of bedrooms. The resident home-owner will sell their property back to the Council at an agreed market value, plus the home loss payment and other agreed reimbursements for legal costs etc. However, a similar property on the new development is likely to be of a higher value than the existing. Under Home-swap, homeowners will pay the price they receive for their property, plus their home loss payment to purchase a new property on the development. The homeowner will not have to find additional money to meet the difference in value between their existing property and the new property. Instead this will be met by Swan in the form of a legal clause known as clawback. The clawback refers to the difference between the amount of money paid by the home-owner for their new home and its higher market value. No further money is required to be paid by the home owner, but if they sell the property within 7 years some of that difference in value will be clawed back by Swan. The legal clause only exists for 7 years duration of the agreed period and after that time the homeowner will receive the full benefit of the difference in value at no extra cost beyond their original investment. In effect Swan gifts them the difference in value between their existing home and their new home. The clawback will be registered as a legal charge, 11

12 this first charge on the property or second charge where there is a mortgage. If the new property is sold before the end of seven years, a sliding scale for the repayment of the legal charge will apply (the charge amount ). Year 1 100% Year 2 90% Year 3 75% Year 4 50% Year 5 30% Year 6 20% Year 7 10% Home swap is restricted to the new homes on Blackwall Reach although some units were made available and taken up at Swan s Streamlight development. It requires a minimum share of 25% of the equity value of the property, and it is available to all resident homeowners who meet the qualifying criteria. Homeowners will be required to invest the full purchase value they receive for the property plus the home loss payment received. This will include any amount they have outstanding on an existing mortgage. The homeowner will be expected to take out a new mortgage for the amount settled on their old property to purchase the new property. Home swap example; Please note these figures do not reflect actual valuations Mr A is the resident homeowner of a 1 bed flat in Blackwall Reach and he has 10,000 outstanding on his current mortgage. He sells the flat to the Council for an agreed amount for 100,000 and receives a Home Loss Payment of 10,000. He pays off ( redeems ) his current mortgage of 10,000. He then agrees to buy a new flat on the Blackwall Reach redevelopment which has a market value of 220,000. The money he has after the sale of his original property is 90,000 ( 100,000 minus the 10,000 for the redemption of the mortgage). He adds the Home Loss Payment of 10,000 and takes out a new 10,000 mortgage, which gives him total available funds of 110,000. If Mr A sells the property within that seven year period he will have to pay back a proportion in the difference in value. If he does not move for 7 years he receives the additional value ( 110,000 automatically) the clawback is removed. For each year of occupation he is gifted part of the additional value by Swan. 12

13 c) Shared Equity Swan s shared equity option is also available to help resident homeowners who would otherwise be unable to purchase a new home from Swan in the new development on Blackwall Reach. For example if the home-owner cannot for any reason replace their existing mortgage. The equity in the existing property plus any home loss payment, will be used to purchase a new flat or maisonette. The new property will be bought at market value on a shared equity basis. Swan will own the remainder of the equity based upon the percentage of the property value that the home-owner is unable to fund. No rent will be paid on Swan s share. Purchasers will be able to buy additional equity over time in 10% tranches up to 100%. The Shared Equity option is restricted to the new homes on Blackwall Reach, it will require a minimum share of 25% of the equity value of the property, and is available to all resident homeowners who meet the qualifying criteria as explained above. d) Shared ownership Shared ownership is a part-buy and part-rent scheme. It helps resident home-owners who would otherwise be unable to purchase a new property in the new development on Blackwall Reach or in Swan s other new developments in London and Essex. The money from the sale of the homeowner s existing property to the Council, the home loss payment and any new mortgage finance will be used to purchase a share in a new property. Swan will grant a shared ownership lease on part of the new property, which the purchaser can afford to buy with rent being paid on the remaining proportion of the property. The minimum share is 25% of the value of the property and the maximum initial share is 75%. Additional shares in the property can be purchased over time right up to full ownership. 13

14 Shared Ownership example Mr A, Existing Home Owner sells his 2 bedroom flat to the Council for 200,000 and receives a Home Loss Payment of 20,000. Mr A repays his mortgage of 150,000. Mr A then agrees to buy a new two bedroom flat from Swan which has a market value of 280,000. Mr A is not able to take out a new mortgage and so uses the remaining 70,000 he received (after repaying his mortgage) to buy a 25% equity stake in the new property. Swan will then also charge him rent of 5,250 p.a. based on 2.5% of 210,000. (Developer s Retained Equity) After 5 years, Mr A sells his flat for 400,000. He would then pay Swan 75% (being Swan s Retained Equity Stake) of the value of the flat at the date of sale ie 300,

15 6 HOME LOSS AND REIMBURSEMENTS The Council is committed to the principle that no homeowner should be financially disadvantaged. In instances where we have to buy back a property because of Blackwall Reach Regeneration. There is compensation available including a 10% statutory home loss payment for resident home owners, plus reasonable compensation on completion of sale, for independent valuation, legal and disturbance costs. These are explained below. STATUTORY HOME LOSS PAYMENT Home Loss payment is the statutory compensation for the inconvenience caused when people have to sell their property because of a regeneration scheme like Blackwall Reach. The level of compensation is different for resident and non-resident homeowners. A higher level of compensation is paid to resident homeowners in recognition that they are losing their home and not an investment property. Resident homeowners Resident home-owners are entitled to receive up to 10% of the agreed purchase price of their property up to a maximum of 47,000 as a home loss payment. The statutory Home Loss Payment is subject to the resident having occupied the property as their only or principal home during the 12 months prior to sale. This is specified in the Land Compensation Act. This statutory right is different from the Council's criteria for entitlement to the option to remain which as explained is a requirement that the home owner must have been resident since 9 th February 2010 VALUATION AND LEGAL ADVICE Independent Valuation and reimbursement of fees On the understanding that you are willing to engage in negotiations for purchase of your property by agreement, the Council will pay the cost up to a maximum of VAT of you seeking independent valuation advice in respect of its market value. Payment will only be made, however, upon receipt by the Council of a copy of a valuation report prepared by a Chartered Surveyor, i.e. a member of the Royal Institution of Chartered Surveyors with the designation MRICS or FRICS, who has experience of working on this type of case and possesses the requisite local knowledge. 15

16 In general, surveyors based in Central London or outside the local area may not know the local housing market or have the relevant local market experience and therefore it is advisable to appoint a locally based surveyor. The Council is unable to recommend any particular firm, but a schedule of local professionally qualified surveyors is attached for your assistance. You may also find a local valuer at The Council will normally expect valuation reports to meet the current RICS Valuation Standards but as a minimum must include the following content: 1. Background, basis of instruction and valuation basis 2. Description/location of property 3. Accommodation, including measurements 4. Construction/condition 5. Services 6. Charges/taxes 7. Planning/use 8. Details of comparable evidence 9. Opinion of property value. The council recommends you appoint an independent surveyor to provide valuation advice to assist you in negotiations on price. The following table includes some local companies. Please be aware that the council is not able to recommend a specific company and you are advised to make your own enquiries to appoint a suitable surveyor. Strettons, 41 Artillery Lane, London E1 7LD. Heritage & Plummer, Bow House, Bow Road, London E3 2SE. Prevost, 33 Mile End Road, London E1. McBryer Beg, 28 New Road, London E1 2AX. W.J.Meade, Bethnal Green Rd, London E2 OEA. Jonathan Webb & Co, 196 The Grove, Stratford, London E15 1NS. Legal Fees The council will reimburse your reasonable legal conveyancing costs up to a maximum of 750 plus VAT, in respect of the sale of your property to the council. If you wish to re-invest the proceeds of your sale into another property the Council will also reimburse your reasonable conveyancing costs for the property you wish to buy, up to a maximum of 750 plus VAT, within 12 months of the sale of your property back to the Council. Please note that under a CPO process the value of your property may be determined by a Tribunal and you are entitled to have professional representation, the reasonable costs of which would form part of a final compensation agreement. In this situation, the professional fees will be paid upon legal completion of the purchase of your property. 16

17 If you require any further information or guidance please contact Russell Shaw on DISTURBANCE ALLOWANCE The Council will also pay a disturbance allowance to resident homeowners. This disturbance allowance covers: reasonable expenses for such things as the cost of: o Hiring a removals van or company o Disconnection and reconnection of services such as gas, electricity, telephone o Hiring a plumber to connect your washing machine and an electrician or engineer to move your cooker. Properly qualified people should always be used and a registered gas fitter must be used to carry out any works to the gas supply. Receipts will be required as evidence of any payments. 17

18 7 CURRENT HOUSING MANAGEMENT ARRANGEMENTS The regeneration of Blackwall Reach will take a number of years and is due for completion between 2022 and By the end of 2018/19 all existing Council tenants should have moved out of their current homes and all homeowner properties acquired by the Council. Until then, the properties on the Robin Hood Gardens will continue to be managed by Tower Hamlets Homes on behalf of the Council. TOWER HAMLETS HOMES Tower Hamlets Homes is an Arms Length Management Organisation (ALMO) run by a Board of 10 unpaid members. It was set up to deliver high quality housing services for residents living in 22,000 Tower Hamlets Council homes. Tower Hamlets Homes provides a range of services including: Collecting rent and service charges Keeping properties in a good state of repair Keeping clean and well maintained shared door entry systems, lifts, stairs and hallways in blocks of flats Letting garages, car spaces and storage spaces and issuing estate parking permits Helping tackle crime and anti-social behaviour Helping vulnerable residents live independently and to manage their tenancy or lease. Neighbourhood Housing Teams provide a local, highly visible and flexible service. Each team consists of around six housing staff, headed by a Neighbourhood Housing Officer. SERVICE STANDARDS Tower Hamlets Homes service standards set out what they do so you know what to expect. Developed with residents, the standards are available on their website and in their local housing offices. Tower Hamlets Homes works closely with Swan Housing Association. Despite the challenges of the regeneration programme, Tower Hamlets Homes is committed to maintaining and improving the local housing services for residents of Blackwall Reach for as long as the properties remain within Council ownership. 18

19 SERVICE CHARGES While the regeneration scheme is under way, you must keep your service charge account up to date and arrange to pay service charges, building insurance and ground rent every year. You will need to have a clear service charge account when the Council buys back your home. The Leaseholders Handbook (see Information for Leaseholders) contains more information on how to pay your service charge, and what to do if you have a query or disagree with your service charge. REPAIRS Freeholders are responsible for repairing and maintaining the whole of their home Leaseholders are responsible for repairing and maintaining parts of their home. The Council (your landlord) is responsible for the structure and common parts of your block and estate. You can report repairs to Tower Hamlets Homes on Mears Ltd is Tower Hamlets Homes repair contractor. INFORMATION FOR LEASEHOLDERS Tower Hamlets Homes publish a range of leaflets that together form the Leaseholders Handbook. Some leaflets are aimed specifically at leaseholders while others are for all residents. The leaflets give advice on living in your home and neighbourhood as well as information about your rights and responsibilities. The Handbook is available on their website. For more information contact Tower Hamlets Homes Leasehold Services team on or contactus@towerhamletshomes.org.uk Information is also available in large print, as an audio file, in Braille, or in community languages. To arrange for a leaflet in one of these formats, please contact THH on or contactus@towerhamletshomes.org.uk. NEWSLETTERS For all Council residents Open Door : a regular round up of news and information about your housing service and how we're improving your homes and neighbourhoods. Poplar High Street Neighbourhood newsletter : features local housing news and events in and around your area. 19

20 In Touch : The Blackwall Reach scheme has its own newsletter, which is jointly produced by Swan with the Council and the GLA. Collectively they are the partners on the scheme. If you do not receive this newsletter regularly, please contact Sabaj Uddin tel: For all Council leaseholders Leasehold Focus : a regular newsletter for Council leaseholders delivered with your estimated and actual service charge bills. 20

21 8 FUTURE HOUSING MANAGEMENT PROPOSALS The new homes on Blackwall Reach will be owned and managed by Swan Housing Association. The future new homes will comprise a mix of tenure types: Sale at full market value; Affordable home ownership (including replacement homes for existing residents owners); Social rented. The freehold of the land and buildings will be owned by Swan HA. The for-sale units will be leaseholds 1, and a mix of leaseholders and social tenants will live in the new properties. Both leaseholders and social tenants are entitled to receive various housing management services. Swan HA will be responsible for the main structure of the buildings common parts (entrances, lobbies, lifts, etc.) door entry systems communal heating and hot-water systems grounds maintenance renting car parking spaces estate lighting There are some additional services that are for social tenants only, such as repairs to the inside of a property, letting properties, looking after empty properties and collecting rents. 1 A leasehold is a type of tenancy which lasts for a set period, usually 125 years (the lease term) and leaseholders pay a ground rent and charges for various housing management services. 21

22 NEIGHBOURHOOD MANAGEMENT Swan HA has considerable experience of managing mixed tenure housing schemes. Strong and responsive neighbourhood management, working closely with local residents, is essential to achieve a successful and sustainable community. Swan will operate a consistent housing and estate management service across the area and housing tenures. The core services are set out in Swan s service standard leaflets. In addition, it is possible for Swan to provide an enhanced service, tailored to meet the specific needs and preferences of the residents of Blackwall Reach through consultation. This is called the Local Offer and it covers those services that attract a service charge e.g. concierge and estate cleaning. The new homes will be managed by dedicated staff as part of the existing housing management structure Swan already has in place within the borough. This will include a Neighbourhood Manager, dedicated housing officers and an estate caretaking team. SERVICE STANDARDS Swan will work with the community to develop a set of standards and promises so that they know what they can expect from Swan and to agree any areas of service improvement/enhancement. This will be developed in the form of an action plan, which will accompany the community and housing management strategy, monitored by the community through a local decision making group such as the Estate Regeneration Board/Tenants and Residents Association, as mentioned above. In addition Swan will: Monitor and report on our performance against local standards and our Local Offer. Obtain feedback from residents at events. Obtain feedback through resident representatives. Develop an effective complaints system. LOCAL HOUSING OFFICE Swan will build a new housing office within Phase 1a of the development. This will be staffed with full and part-time Swan staff including caretakers, housing officers, rent officers, Estate Services Manager and Regional Housing Director. 22

23 CLEANING AND CARETAKING Swan s Estate Services Team provides a cost effective and professional approach to a cleaning and caretaking service. It takes into account resident s needs and also works closely with Swan s development team, so that a clean environment is created which will be maintained throughout the coming years. A dedicated team will clean and tidy all areas of the Blackwall Reach area. The team will work under the supervision of fully trained and experienced staff to deliver a programme determined by the Head of Estate Services, in conjunction with residents. Residents will be involved in setting all cleaning schedules and will decide the amount of caretaking / cleaning that is required and will ensure that value for money is obtained. All schedules will be reviewed regularly and will change when it is felt there is a need to do so. As far as possible this team will not change and all services provided, whilst meeting Swan s a corporate standards, will be tailored to the needs and expectations of the residents. REPAIRS Swan operates a responsive repairs service. Any new repairs will be responded to within the following timescales: Immediate Emergency Urgent Routine 4 hours 24 hours 5 days 20 days. Repair charges for leaseholders are made in accordance with the lease. Currently, the Tower Hamlets Right to Buy lease allows for communal repairs to be apportioned to leaseholders based on the Gross Rateable Value or where this is not available by floor area. The new leases on Blackwall Reach will remain substantially the same. As required by the Landlord and Tenant Act 1985 leaseholders can request and view all documents that go to make up the charge. PETS Swan allow caged pets to be kept in all properties, and by written permission pets such as dogs and cats will be permitted, so long as they do not cause, or are a cause for anti-social behaviour. Swan will allow all existing residents with pets to keep them when they move to their new home, though this will be reviewed should the pet become, or cause a nuisance to neighbours or other residents. 23

24 Swan s approach to effective neighbourhood management Single local management contact for all residents to provide a comprehensive and co-ordinated service Locally based multi-tenure management Strong tenancy service and rent recovery Robust repairs and maintenance service Provision of excellent estate services and work to the public realm Effective management of anti-social behaviour Strong commitment to resident involvement, community capacity building, and community initiatives to tackle social and economic exclusion. INTERIM ARRANGEMENTS Swan has strong links with Tower Hamlets Homes which will ensure close cooperation with the existing housing provider. In addition Swan are key members of the Common Housing Register Forum who will oversee the decant process. The project shop will provide an on-site facility for key Blackwall Reach staff until the new office is built. SERVICES AND UTILITY CHARGES SERVICE CHARGES Residents can only be recharged for services from which they benefit and the law says that only the actual costs can be passed on by the landlord. Swan provides services in a number of ways, either directly or through competitive tendering or partnering. Although basic services, such as cleaning and maintenance, must be delivered to a high standard, the costs for these services are regularly reviewed and bench marked, to ensure value for money. Swan s policies have a clear commitment to affordability around service charges. In addition Swan has committed to achieving affordability through its design criteria, its Affordable Warmth Strategy for existing residents and appropriate procurement of communal services, to ensure best value for money for residents. All proposals for service charges will be discussed through the resident engagement framework, to ensure that final service charge levels.. Residents currently pay utility bills through their service charges and once the final strategy has been agreed, Swan will discuss and agree with residents the way in which these will be collected. 24

25 HEATING AND HOT WATER The current proposal is to have a communal plant that will serve individual properties. All new properties will have individual water meters installed, as required by statutory legislation. The usual practice is to pay for this as a separated listed item with service charge and rent. ANTI-SOCIAL BEHAVIOUR Swan takes a strong approach in its management of anti social behaviour (ASB) and has a policy and service standard which has been developed with Swan residents. Swan have signed up to the Respect Agenda and are committed to provision of a high quality service. Swan will also work in partnership with all relevant agencies across the borough to ensure that prompt action is taken against the perpetrators of anti social behaviour and harassment. Anti social behaviour will not be tolerated on Swan s estates and this is demonstrated through the actions taken. Swan is committed to using all the remedies available, including the use of Professional Witnesses, Acceptable Behaviour Contracts, Anti -Social Behaviour Orders, Injunctions, Demotions, Suspended Possession Orders, Outright Possession Orders and Evictions. Swan is committed to preventing anti social behaviour (ASB), irrespective of whether this is caused by a tenant, leaseholder or owner occupier. Swan will work closely with other landlords and partner agencies to make this happen. Swan uses a specialist ASB database. This has proved effective in identifying hot spot areas of incidences and multiple offenders. The information is shared at Crime and Disorder partnership meetings. This assists in partnership working to tackle ASB and ensure tenancy enforcement. Swan actively attends all council ASB subgroup meetings as part of it s commitment to partnership working and addressing anti social behaviour in Tower Hamlets. INTERIM ARRANGEMENTS Swan has strong links with Tower Hamlets Homes, which will ensure close co-operation with the existing housing provider. The project shop will continue to provide an on-site facility for residents to meet staff and ask questions until the first scheme phase is completed. 25

26 KEY CONTACTS LIST FOR ENQUIRIES ABOUT THIS SCHEME AND YOUR OPTIONS AS A RESIDENT HOME OWNER Sabaj Uddin (THC Housing Regeneration Team) sabaj.uddin@towerhamlets.gov.uk Tel: Andrew Western (THC Housing Regeneration Team) Andrew.western@towerhamlets.gov.uk Tel: Rob Pearce (Swan) rpearce@swan.org.uk Tel: FOR ENQUIRIES ABOUT THE VALUATION OF YOUR HOME Russell Shaw (Asset Management, (THC) Russell.Shaw@towerhamlets.gov.uk Tel: LEASEHOLD MANAGEMENT Housing management and leasehold enquires should be referred to THH on or contactus@towerhamletshomes.org.uk. NEIGHBOURHOOD HOUSING STAFF A surgery attended by the Neighbourhood Housing Officer is held in the Project Shop every Tuesday. Residents can visit their local housing office. For Blackwall Reach this is: Bow/Poplar Neighbourhood Office 542 Roman Rd, London E3 5ES (in Roman Road Market). You can contact: Housing Officer is Godfrey McCurdy godfrey.mccurdy@towerhamletshomes.org.uk Repairs inspector - Ossie Smith ossie.smith@towerhamletshomes.org.uk ASB Officer - Florence Adeyemi florence.adeyemi@towerhamletshomes.org.uk Neighbourhood Engagement Officer Rizia Ali rizia.ali@towerhamletshomes.org.uk Neighbourhood Team Leader Paul Gudge paul.gudge@towerhamletshomes.org.uk Mears Area Contract Manager Vernon Corea vernon.corea@towerhamletshomes.org.uk 26

27 INDEPENDENT RESIDENT ADVISOR Residents can contact their Independent Resident Advisor Solon on Freephone between 9am to 5pm, Monday to Friday. Outside these hours there is an answer phone. If you leave your contact details your call will be returned within 24 hours. If you are phoning from a mobile you should call