The Excalibur Regeneration Proposals. The Excalibur Regeneration Proposals

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1 The Excalibur Regeneration Proposals

2 Page 1 Why voting on Regeneration with L&Q matters Voting yes If a majority of residents vote in favour of Regeneration with L&Q it would mean that the Proposals outlined in this document would be advanced. Residents have been working with the Council and London & Quadrant Housing Trust (L&Q) since 2007 to develop proposals that meet the specific needs of Excalibur residents. Both the Council and L&Q believe that the new build proposals shown here offer the best option for delivering Decent Homes at Excalibur. L&Q s proposal is to build a regenerated estate of 397 new homes, with a minimum offer of a brand new 2 bedroom house with a garden to existing residents. Larger properties and wheelchair standard bungalows will be available for those who need them. As a leading housing association with an excellent reputation and over 60,000 properties, L&Q can acquire the additional investment needed to build and effectively manage and maintain the new homes at Excalibur. Lewisham Council (your landlord) does not have the funds, or the same avenues available as a housing association to raise the funds, needed to provide you with the standard of home required. Voting no If a majority of residents vote No these Regeneration Proposals will not go ahead. Excalibur tenants will have the same rights as any other tenant of the Council but no special rights, including no Homeloss or Disturbance payment (as outlined below) or priority re-housing status should they move. Lewisham Council have confirmed that in the event of a no vote there is no other source of funding available to bring the homes up to the Decent Homes Standard. The Council will meet its obligations as a landlord to repair but there are unlikely to be any improvement works. When properties become vacant the Council will only re-let them if the necessary works represent value for money. At present Lewisham would expect most properties not to be re-let. Lewisham Council will comply with its statutory obligations in respect of the maintenance and repair of the 4 Grade II listed prefabs in its ownership, but the listing will prevent most if not all improvements to these properties. Lewisham Council have also confirmed that a no vote is unlikely to lead them to designate the Excalibur estate a conservation area. The temporary nature of the prefabs raises questions over their future sustainability; therefore conservation area status is not deemed appropriate.

3 Page 2 The Redevelopment Proposal In the event of a positive ballot, L&Q will continue to work with residents to develop the designs in order to submit them for planning approval. The plans presented below are therefore still subject to achieving full planning permission and to the continued land and funding negotiations. Lewisham Council and L&Q have already had detailed discussions with the Homes and Communities Agency (HCA), the government funder of affordable housing, about the Excalibur project. To date, all these discussions have been positive. The new home types and the total number of homes being built can be seen on the accommodation schedule on the masterplan. The number and types of homes available for existing residents is available in the The number of new homes section of these proposals. The numbered sections refer to how the development is likely to be phased, please see page 3 & 4 for more detail on this. The masterplan Below is a copy of the proposed masterplan that has been designed using principles agreed with the Regeneration Foru m and Excalibur Steering Group and has been presented as part of the on-going consultation with residents.

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5 The numbers on this masterplan refer to the features below:

6 Page 5 Delivering your new homes Under the Regeneration scheme the estate will transfer from Lewisham Council to L&Q in phases rather than all in one go as it would have done under Stock Transfer. The land in each phase will only transfer once all existing homes in that phase are empty and it is then ready for the building work to begin. The numbered sections on the masterplan indicate how the development is likely to be phased. Below is a timetable of how the phasing could translate into the commencement of building work. All these timings are provisional and subject to a positive ballot: Phase Beginning of building work 1 Subject to negotiation with local stakeholders 2 Spring/Summer Winter Winter Winter 2014 It is our aim that as many people as possible will move straight from their prefab directly to their new home. By aiming to use mainly nonresidential land in the first phase (where the TMO office, church and church hall are on Baudwin Road) will allow many households to move straight into a new property with minimal disruption. For those whom it is not possible to move straight into a new home, for example those in an early phase whose property is required for the building work to begin, a temporary move will be necessary. The re-housing process will need to begin some months before the building work is due to start in each phase. For more on this see the Temporary Moves section below. The number of new homes Density on the new estate will be in line with the planning authority guidance and will be similar to the surrounding areas. Since the original Stock Transfer Offer Document was sent to residents in July 2008 the number of new homes L&Q intend to build has reduced from 460 to 397. This was caused by the Department of Culture, Media and Sport s decision to list 6 prefabs on the estate and the impact this had on the masterplan. This has meant that the overall density in the proposed masterplan has reduced. Despite this, there has been no overall reduction in the number of homes available for existing residents on the new estate. Homes for sale and shared ownership (or other tenures if necessary) will need to be built to help fund the redevelopment of your homes. The proceeds from these sales are essential to help make the redevelopment financially viable. There will not be a significant increase in the number of homes for social rent. The masterplan currently allows for the following mix of homes available for existing residents: Home Type No. 2 bed bungalow 30 2 bed over 55s apartment 46 2 bed house 89 3 bed house 29 4 bed house 13 Total available for existing residents 207 As can be seen on the masterplan, there are an additional 190 homes (a mixture of houses and flats) available for new residents to help provide a mixed and sustainable community long into the future. The masterplan therefore provides for 397 new homes in total. Your new home design L&Q have worked closely with residents and undertaken housing needs surveys to establish the mix of homes that are required for the new estate. L&Q are committed to providing existing residents with a minimum of a 2 bed house, with larger properties available for those who need them.

7 Page 6 There are 30 bungalows for existing residents with disability and mobility issues and 2 apartment blocks specifically for over 55s who choose them. These have been created as a response to residents needs. The bungalows and a number of the apartments will be built to wheelchair standards. Please see the Allocation of the new homes section for information on how they will be allocated. All homes will be designed to the Lifetimes Homes standard. This means they can be easily adapted to meet the changing needs of a family, enabling people to stay in their homes in the future. The new homes will be built 10% larger than the Parker-Morris standard. This standard is recognised in the housing sector as providing homes with generous space allowances. This means that all the new homes for existing residents will be larger than the current prefabs. This can be seen below: Home Overall size m 2 Overall size Sq Ft Current prefab or or New bungalow New 2 bed house New 3 bed house bed house New 2 bed Over 55s apartment The detailed design of every home will not be finalised until planning permission is gained. The current designs for the individual homes have been developed through working with residents and the Regeneration Forum and can be seen from page 7 to page 11. Parking The masterplan provides an allocated parking bay for all existing Excalibur households, as well as a number of visitor parking spaces (with permits available form L&Q). This allocated bay will be located adjacent to a resident s home (or next nearest space). L&Q intends to implement a private controlled parking zone for the new estate. This will ensure parking is restricted to estate residents and their visitors. Residents will not be charged for their allocated bay or the management service. Where L&Q households are not car owners the allocated bay reverts back to an unallocated permit space. New L&Q residents moving onto Excalibur will be entitled to one allocated bay per household. L&Q households that are not car owners, but subsequently become car owners, will be entitled to an allocated bay. Residents who own more than one car will be entitled to one allocated bay and permits for those other cars at no charge. All cars must be owned and licensed to a resident within the household and be in a road worthy condition. Keeping energy affordable for you L&Q are required to ensure that the energy provision (heat, water and electricity) on the new estate complies with Greater London Authority (GLA) guidance. Decisions over the supply of energy on the estate will be made through consultation with the Regeneration Forum, using advice from professional energy consultants. These decisions have not yet been made, but L&Q will work to find a solution that is the most affordable for residents. L&Q remain committed to gas on the new estate for cooking purposes. Resident choice Residents have shaped the Redevelopment Proposals through the Regeneration Forum and various consultation events. Every resident will be able to choose from a selection of different kitchens and bathrooms, as well as paint colours throughout the homes. This will include a number of standard designs with the opportunity to upgrade to an enhanced specification at cost.

8 Page 7 Two bedroom bungalow

9 Page 8 Two bedroom apartment for over 55s Typical apartment plan

10 Page 9 Two bedroom house Ground floor plan First floor plan

11 Page 10 Three bedroom house Ground floor plan First floor plan

12 Page 11 Four bedroom house Ground floor plan First floor plan

13 Page 12 Moving to your new home Help planning your move It is our aim that as many people as possible will move from their prefabs directly into their new homes. However, whether 1 or 2 moves are required L&Q and Lewisham Council are committed to making the process as smooth as possible for residents. A dedicated Lewisham re-housing officer and an L&Q Resident Liaison Officer will individually assist you throughout the entire process. They provide a direct and personalised point of contact until you move into your new home. Where appropriate, we will assist with the changing of services, help to claim benefits from the new address or liaise with other agencies such as Social Services. We will be particularly sensitive to the needs of vulnerable residents. Allocation of the new homes All existing residents will have a choice of property on the new estate based on the local lettings plan that will be devised specifically for Excalibur. This plan will mean that all residents will be entitled to the minimum of a new 2 bed house, with larger properties and wheelchair standard bungalows available for those who need them. In the plan s definition of housing need, each child will receive their own bedroom (up to a maximum of 4 bedrooms per household). Allocation of a bungalow will be agreed in conjunction with Lewisham s Medical Adviser and Occupational Therapy Team. You will only be able to move to a home on the new estate once the re-housing of the phase in which your prefab is located has begun. New homes will therefore be available to those residents in the next building phase (meaning they move straight into their new property) or those who have been temporarily moved off the estate and are requesting a return. Temporary Moves It is our aim that as many people as possible will move from their prefabs directly into their new homes. Where this is not possible, for example for those in an early phase whose property is required for the building work to begin, a temporary move will be necessary. As is outlined above, residents will be personally assisted through the process by a Lewisham re-housing officer and an L&Q Resident Liaison Officer. In the event of a positive ballot Lewisham Council would look to stop new lettings of empty prefabs on the estate. Those in a suitable condition could be available for residents requiring a temporary move who request one and this will limit the number of temporary moves off the estate. To give residents the widest possible choice in a temporary move, residents will be given priority re-housing status. Once you have met with your Lewisham re-housing officer and L&Q Resident Liaison Officer and you have been given this status, you will be able to select a property in the borough of Lewisham that is suitable for you. The homes available will be placed on Lewisham Homesearch, the choice based lettings system in the borough. Your Lewisham re-housing officer and your L&Q Resident Liaison Officer will be able to assist and advise you through the process. If temporary moves off the estate are required, residents will be eligible to choose from homes that meet their needs and take into account their circumstances and lifestyles. This eligibility will be based on Lewisham s Housing Allocations Policy, which can be discussed further with your Lewisham re-housing officer at your first meeting or is available on request. In accordance with the policy there will be no minimum bedroom offer in a temporary move. Only if you are not able to choose and be allocated a property in the given timescales (which will be outlined at the start of the process) will you begin to be directly offered properties. In selecting a

14 Page 13 property to offer you Lewisham will do their best to take your known preferences into account. Tenants rent will be protected from rising to target levels in a temporary move. The rent will reflect the rent of the new Excalibur homes (the rent for these homes is explained further in the Rent section below). This means that irrespective of where your temporary move is your rent will be capped at the level it would have been if you had moved straight into your new home. Tenants will have the option of remaining in their temporary move property, should they choose to do so. This decision will have to be made well in advance of when they would have returned to the Excalibur estate. Exact timings can be discussed with the re-housing officers, however should tenants choose this option they will begin to pay target rent for their home. Permanent re-housing elsewhere If residents want permanent re-housing in the borough of Lewisham, they will be eligible to choose from homes that meet their needs and take into account their circumstances and lifestyles. This eligibility will be based on Lewisham s Housing Allocations Policy, which can be discussed further with your Lewisham re-housing officer at your first meeting or is available on request. In accordance with the policy you will not be automatically offered a 2 bedroom property, allocations will be based on need. To give residents the widest possible choice in a permanent move, residents will be given priority re-housing status. Once you have met with your Lewisham re-housing officer and L&Q Resident Liaison Officer and you have been given this status, you will be able to select a property in the borough of Lewisham that is suitable for you. The homes available will be placed on Lewisham Homesearch, the choice based lettings system in the borough. Your Lewisham re-housing officer and your L&Q Resident Liaison Officer will be able to assist and advise you throughout the process. Only if you are not able to choose and be allocated a property in the given timescales (which will be outlined at the start of the process) will you begin to be directly offered properties. In selecting a property to offer you Lewisham will do their best to take your known preferences into account. If residents choose to be permanently re-housed outside the borough of Lewisham, L&Q will work with them to try and find them a suitable property once they have been given priority re-housing status. There will be no minimum bedroom offer, with offers based on housing need and the availability of properties in the preferred location. Where residents choose a permanent move through Lewisham Council or with L&Q, they will be expected to pay the target rent for this property. Target rent is what the government deems is acceptable for a social landlord to charge for a specific property in a specific location. Homeloss and Disturbance Payments All residents that have lived in their property for more than 12 months are entitled to a Homeloss Payment. This is a statutory payment set by the government (currently set at 4,700 for tenants) to compensate residents for the loss of their home. You can apply for this as soon as you have signed the Tenancy Agreement for your initial move (to your new home or temporary move). You should note that if there are any arrears of rent remaining on your account at the end of your tenancy these will be recovered from the Homeloss payment and you will be paid the balance. If you do require a temporary move and you are resident in this property for over 12 months (each new build phase is scheduled to take approximately 18 months to build) you will be eligible for a second Homeloss payment, meaning the total Homeloss payment you could potentially receive is 9,400.

15 Page 14 All residents will be eligible to claim for reasonable costs associated with their move. This is known as a Disturbance payment. This is to cover items such as removal expenses, disconnection and reconnection charges, redirection of mail and the purchase and fitting of new curtains and carpets. Residents will be able to claim costs from Lewisham s re-housing officer by providing receipts. Disturbance payments can be claimed for each move made by residents. Compensation for improvements you have made to your property In addition to the above payments, residents may be able to claim the cost of improvements they have made to their home. This is a statutory payment outlined in government legislation Section 99 A&B Housing Act In order to qualify, eligible improvements must have been started on or after 1st April 1994 and tenants will need to present confirmation that work has been carried out in accordance with Lewisham Council s standards. Only work from the following list will be considered for compensation: Toilet Kitchen sink Storage cupboards (bathroom or kitchen) Work surface for food preparation Space or water heating (including central heating) Thermostatic radiator valves Insulation of pipes, water tanks or cylinders Loft insulation Cavity wall insulation Draught proofing or external walls and windows Double glazing or other external window replacement Rewiring or the provision of power and lighting or other electrical fittings (including smoke detectors mains fitted) Security measures (locks, bolts, security, lights etc.) Claims for compensation will be considered at the same time as the claim for Homeloss and Disturbance payments. Bath or shower Hand basin

16 Page 15 In your new home The following arrangements relate to life in your new property on the regenerated Excalibur estate. Rent In consultation with residents, a rent structure for the new homes has been devised to ensure rents are comparable to current levels. Annual rent increases for the new homes will continue in line with government policy. The government has introduced a system for regulating social housing rents to ensure that the rents charged by housing associations and councils become the same for equivalent properties in similar areas. This is called the property s target rent. Whether your landlord is L&Q or the Council, your rent will have to move towards the appropriate target rent for your home. Whether or not the Regeneration scheme goes ahead, under current government policy: The maximum weekly rent increase that a landlord such as the Council or L&Q can make each year will be the rate of inflation plus 0.5% plus 2 until the target rent is reached After your target rent has been reached, weekly rents can rise only by the rate of inflation plus 0.5% (subject to any change in government policy). L&Q is keen to limit the potential financial impact of you moving into your new homes. It is therefore setting rents for the new homes at reduced levels in comparison to target rent. If you moved into your new home today the net rent you pay would correspond to the table below: Home Type 2010/11 Rent 2 bed over 55s apartment bed bungalow bed house bed house bed house Your net rent covers all the housing management and maintenance responsibilities required by L&Q as your landlord. The net rent does not cover your service charge or other charges such as water rates or Council Tax. The net rent plus the service charge is known as the gross rent. The rent structure has been devised in consultation with residents to ensure rents are comparable to current levels. As with the Council, maximum annual rent increases will be limited to inflation plus 0.5% plus 2 per week (subject to any changes in government policy). Once your target rent has been reached, your weekly rent will only rise by the rate of inflation plus 0.5%, subject to any change in government policy. L&Q has trained Revenue Officers to assist you with your rent. You will be able to pay in the following ways: At a Post Office At a bank or building society By Direct Debit At a Pay Point of Pay Zone By telephone By post (cheque) At the local housing office (cheque) On the internet L&Q will only use grounds for possession (i.e. reasons for taking you to Court to seek possession) similar to those currently used by the Council where tenants are in breach of their tenancy agreement.. Any rent arrears owing from your prefab or any temporary move (if required) will still need to be paid to the relevant landlord once you have moved into your new home. Housing Benefit Being in your new home will not affect your ability to claim housing benefit. Housing benefit applications will still be made to the Council who will make payments to those who qualify. L&Q will work closely with the Council to ensure a smooth changeover for claimants.

17 Page 16 Advice on housing benefit will be available from both Lewisham Council s re-housing officer and L&Q s Resident Liaison Officer. Service charge Your service charge covers additional services to those included in your net rent such as grounds maintenance for communal spaces and estate lighting. As with all social housing providers, your service charge will be included in the gross weekly rent and is based on the actual cost of providing those services. Through consultation with residents on the Regeneration Forum, L&Q understand that you want the service charge on the new estate to remain low. L&Q has therefore worked with you to produce a masterplan which keeps service chargeable areas to a minimum. Not until the final detailed masterplan has received planning permission can the exact cost of the service charge on the new estate be determined. As the service charge is based on the services used by individual households, the new houses and over 55s apartment blocks will be subject to a different service charge. Residents in the new houses will simply pay an estate service charge. At a recent comparable L&Q Regeneration scheme in Lewisham the residents living in brand new houses pay: 1.62 for all grounds maintenance of external communal areas and management costs for providing this service. The over 55s apartment blocks will pay for the additional services they use, for example lift servicing and cleaning of the internal communal areas. L&Q will work with the affected residents before setting any service charges for these blocks and the emphasis will be on keeping them to a minimum. Where L&Q provides these type of services, they are eligible for housing benefit and supporting people benefit. Once you are in your new home, new services will not be introduced without consultation with you.

18 Page 17 Other charges Once in your new homes, you will be responsible for paying your water bills directly to Thames Water. Like all new homes, the new properties will be required to be fitted with water meters and be highly water efficient. This will assist you in conserving the water you use. You will still pay Council Tax to the local authority in your new home. Your Council Tax banding is determined by the local authority and is based on the valuation of your home. The exact bandings of the new homes can only be determined when the new homes are built. You can claim Council Tax Benefit from the Council and your L&Q Revenue Officer can help you with this. If you currently receive a Council Tax exemption or reduction, it will be possible for you to apply for this to cover any increase. L&Q s service standards for housing management Currently the Excalibur Tenant Management Organisation (TMO) is responsible for your housing management and maintenance services on behalf of your landlord, Lewisham Council. The TMO delivers the services set out in the management agreement with Lewisham Council. L&Q are committed to working with the TMO if residents indicate they still want it to provide the management services and if it can show it can meet the accepted national standards for TMOs. If this does not happen, L&Q will directly provide your housing management and maintenance services. With L&Q as your landlord you can expect: 1. Tenancy Services A welcoming local housing office with approachable staff Strong daily management and supervision A dedicated Neighbourhood Services Officer to deal with tenancy issues An efficient caretaking and estate cleaning service Estates inspected regularly by housing management and resident representatives Access to a local environmental improvement fund, which provides fund for works to estates and properties that would not be funded from the day to day repairs budget. 2. Repairs and Maintenance Residents at Excalibur will be moving into brand new 21st century homes. These homes will incorporate modern technologies and are designed to require minimal maintenance. L&Q will keep the structure and exterior of the new homes in good repair and regularly maintain the installations for the supply of utilities and sanitation. From day one as an L&Q resident you will also receive the following as a minimum in terms of repairs and maintenance: A customer service centre (L&Q Direct), open to residents from 8am-8pm Monday-Friday and 9am-1pm on Saturday, with fully trained staff

19 Page 18 A 24-hour freephone emergency repairs line Good quality contractors with appointment times kept Vigorous monitoring of the quality of the repairs and services provided Using residents responses to continuously improve the repairs service Consultation before starting any planned major repairs to your home A responsive aids and adaptations service to allow elderly or vulnerable residents to reside in their homes comfortably Cyclical internal decorations for the vulnerable: tenants who are over 60 years of age or are registered disabled (and do not have an able bodied person below retirement age living with them) are entitled to have 3 rooms within their home re-decorated every 7 years A vulnerable residents pack, which is provided when a resident is considered to be at risk in their home and is designed to make them feel secure in their own home Compensation for missed appointments and/or delays in carrying out repairs A responsive repairs service within L&Q s clearly defined time-spans: Emergency repairs will be responded to within 24 hours. This is when the repair presents an immediate danger to the occupant or members of the general public e.g. loose or falling brickwork, tiles etc, gas leaks, electrical faults likely to cause shock or fire. Further damage will be caused to the property if the repair is delayed and/or presents a health hazard e.g. burst pipes, severe roof damage, drainage problems causing waste water to back up or flooded entrance paths. Urgent repairs will be responded to in 5 working days. These repairs cause considerable inconvenience or risk to the occupants e.g. loose or damaged stair tread or hand rail, defective multi-point or central heating boiler, loss of staircase lighting. In addition they could be minor structural faults likely to create further damage in the short term, e.g. missing or slipped slates, dripping pipe or waste or a front entrance or fire door needing easing and adjusting. Essential repairs will be responded to in 20 working days. These are routine repairs that do not fall into the previous 2 categories.

20 Page 19 Your new Tenancy Agreement Council tenants have either a secure or an introductory tenancy. The rights of secure and introductory tenants are set down in law by Acts of Parliament. In your new home you would become an assured tenant. As an assured tenant your rights would be covered partly by Acts of Parliament and partly by a legally binding contract your tenancy agreement between you and L&Q. L&Q has agreed to maintain your rights in the new homes so that they are similar to your existing rights with Council. As part of the Stock Transfer process residents were involved in creating a bespoke Excalibur Tenancy Agreement. Under a Regeneration scheme L&Q are free to offer returning residents a standard L&Q Assured Tenancy Agreement. However, L&Q wants to provide you with, where possible and appropriate, the rights and responsibilities in the negotiated Excalibur Tenancy Agreement. This would mean that residents would: Have the Right to Acquire instead of the Right to Buy (In a Regeneration scheme L&Q cannot offer the Right to Buy). The Right to Acquire will allow tenants, providing they meet certain criteria, to buy their home at less than market value. Gain the right to approve any changes to the rights in the tenancy. This provides tenants with greater protection against changes to the tenancy than exists with the Council. The above is not an exhaustive list of the rights and responsibilities in the new Tenancy Agreement. You will have a copy explained to you before moving into your new home. Retain the same rights of succession and survivorship as with Lewisham Council, meaning the same people can inherit your home. In addition, if a current tenant inherited their prefab, when they sign the new Tenancy Agreement they will start afresh with a new right to pass on their tenancy.

21 Resident Involvement L&Q has a strong track record of resident involvement and residents have already been heavily involved, through the various residents working groups and Excalibur Steering Group, in the creation of these Regeneration Proposals. L&Q hope that this involvement will continue in the new homes. There are numerous ways in which residents can participate in the running of the organisation and these are highlighted in L&Q s 10 ways to get involved leaflet, which is available on request. They can also be discussed with L&Q s dedicated Neighbourhood Investment Team, which encourages and supports resident involvement and community investment. Community Investment L&Q know you are justifiably proud of the community you have at Excalibur. L&Q will therefore work hard with you to develop an even stronger and more vibrant community on the regenerated estate. Subject to further discussions with the church and Lewisham planners, L&Q remain committed to providing a new community facility on the regenerated Excalibur estate. Designs for such a facility are at early stages, but design development will proceed in conjunction with residents and local stakeholders. The Neighbourhood Investment Fund is a pot of money that L&Q sets aside for community projects. This funding pot is managed by L&Q s Neighbourhood Investment Coordinators. These L&Q officers have extensive experience of addressing community need and are a part of a dedicated Neighbourhood Investment Team. In addition to allocating funding they work to provide practical support to suitable initiatives. They also maximise L&Q s investment by using local partners and community organisations to assist in the financing and running of projects. The Lewisham Neighbourhood Investment Coordinator will be able to assist you in your new home. Residents are heavily involved with allocating money in the Fund. The Community Fund is a sub-pot of money for projects up to 5,000. Allocations from this fund are made by panels which include a number of resident representatives. A good example of a recent project that was part funded is an activity programme run by Marvels Lane Youth Centre in Grove Park. The programme provided a wide range of activities for over 40 young people in the area. The resident panel felt this project offered good value for money and a broad range of educational and fun activities for those taking part.

22 Tackling Anti-social behaviour L&Q believes that everyone has the right to live the way they want as long as it does not spoil the quality of life for others. This means having respect and tolerance for each other. L&Q has a specific team, the Respect and Tenancy Sustainment Team, which deals with serious cases of harassment, racist incidents and domestic violence. Through this team L&Q work to uphold the rights of all residents and their families, enabling them to live in peace and without fear for their own safety. More details of the work of this team and their approach to anti-social behaviour are available on request. Supporting vulnerable residents The proposed masterplan for the estate includes wheelchair standard bungalows for residents and their families with additional needs. These bungalows and all of the remaining homes will be designed to the Lifetimes Homes standard. This means they can be easily adapted to meet the changing needs of a family, enabling people to stay in their homes into the future. Lewisham Council and L&Q aim to have your new home allocated to you before it is completed and will therefore identify any necessary aids and adaptations to your home before you move in. As outlined above, L&Q will also provide vulnerable residents packs, cyclical internal decorations and an aids and adaptations service where necessary. L&Q will also work closely with Social Services, Occupational Health Teams, hospitals and other specialist support providers to meet the needs of vulnerable residents. L&Q is committed to ensuring information is accessible to all its residents and therefore has interpretation and translation services available. Future moves Transfers to Lewisham borough will continue to go through Lewisham Homesearch, the choice based lettings system for all social housing in Lewisham. Priority will be given to those people in housing need. This system will also apply to lettings to new residents on the new estate. For moves to other areas, L&Q will continue to operate a tenants transfer policy. This will enable tenants who need to move to bigger or smaller properties, or to another type or location of property, to be considered for a move. As with the Council, tenants will also have the ability to mutually exchange, both between L&Q properties and with other housing associations and councils. Complaints and Compensation L&Q takes residents complaints seriously and therefore operates a responsive, transparent and robust policy. L&Q s target for initially responding to complaints is 10 days and this will be adopted at Excalibur. L&Q will, where appropriate, award compensation in the following instances: Unreasonable delay in providing a service Refund for a service not received Failure to supply a service to a published standard Failure to follow policies, procedures or guidelines Unfair discrimination against a resident Failure to tell residents about their rights and entitlements Inaccurate or misleading advice to a resident

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24 Contact us: Lewisham Council (Andrea Hall): L&Q freephone: PPCR freephone: