Hillview Estate Management Plan. Your local offer

Transcription

1 Hillview Estate Management Plan Your local offer

2 The Area Action Plan This action plan details the services available to our tenants/residents and how they will be involved in monitoring and evaluating the plan and sets standards for communicating and consulting on a regular basis. This is also known as a local offer. There is an ongoing action list which aims to respond to issues raised by tenants and residents during estate meetings. This section will be updated on a regular basis and will form part of the agenda for the monitoring group meetings. The plan forms an agreement between One Housing Group and our residents of Hillview estate, Midhope Street, London, WC1H 8HL. More information about One Housing Group s policies and procedures and service standards can be found in the tenant/residents handbook and also on One Housing Group s website: onehousinggroup.co.uk What are the objectives of the Action Plan? To set out clearly the level of service you can expect to receive To Involve all tenants, residents and young people in setting and monitoring the quality of the service delivered To identify problems and improve services if needed To strengthen the partnership between tenants, residents and One Housing Group and improve how we communicate and consult with you To seek to resolve problems by working with our partners in the area, such as the local authority, the Police, local businesses and other public and voluntary organisations who can help to improve and maintain a good quality of life on the estate To support One Housing Group s residents in developing and maintaining a community spirit whereby tenants and residents and One Housing Group aim to eliminate litter, graffiti, vandalism and anti-social behaviour To be mindful at all times of equality and diversity. Where a need is identified, One Housing Group will respond to ensure that an appropriate service is provided tailored to meet an individuals needs, fro example producing this document in larger print To keep residents informed of the names and contact numbers of all staff who deliver services to your neighbourhood 1 One Housing Group Local Offer Hillview

3 How will this Action Plan be monitored? Estate Action Plan Monitoring Group Frequency of Meetings/Events Membership Community Investment Officer Youth Service Estate Champion [where applicable] Housing Officer Estates Officer Head of Regional Housing Operations Residents of Hillview Estate inspections Membership Housing Officer/Estates Officer Estate Champion Caretaker Twice a year Frequency of Meetings Monthly Joint inspection carried out by Housing Officer/Estates Officer accompanied by a resident How will Residents be kept informed? Estate Action Plan Review Membership Community Investment Officer Estate Champion Housing Officer Estates Officer Head of Regional Housing Operations Types of communication One Housing Group s newsletter One Housing Group s website Residents surgeries Letters Flyers/Leaflets Frequency of Meetings/Events Annually Frequency Published twice a year onehousinggroup.co.uk Held weekly Regarding major issues Regarding specific events 2 One Housing Group Local Offer Hillview

4 If you are unhappy with the service you receive: You should: Speak to your Housing Officer Use the One Housing Group Complaints Procedure Contact your Head of Regional Housing Operations Raise as an issue at a Monitoring Group meeting/event Contacts Nnadozie Orisakwe on Call , write to your local office or by info@onehousinggroup.co.uk Angus MacDonald on One Housing Group Local Offer Hillview

5 Service Standards: our commitment to you Estates Services We will Cleaning: Cleaning Times: Tuesday To Friday Total of 23 Hours Cleaning Time weekly. Weekly Clean mat wells, shaking out coconut mats. Thoroughly sweep all hard floor surfaces, including stairwells, landings and accessible tenant porches, lifting mats where necessary. Damp mop all hard floors, using the appropriate solution.(stone, vinyl & safety flooring) All surfaces to be wiped clean of dust, including skirting boards, window ledges, radiators, fire extinguishers, pipes, metal handrails & balustrades. (Internal blocks only) Damp wipe handrails. Remove any visible cobwebs. Where possible, remove scuff marks from painted walls with suitable detergent. Dust/damp wipe clean notice boards and internal signage etc. Clean internal/external glazing to main entrance doors. Damp wipe clean main entrance doors. Remove all junk mail and free newspapers. Remove all cobwebs.(including main entrances) Report any maintenance issues to Estates Office. Details and Contacts Cleaning contractors are Chequers Contract Services Ltd. The cost per property for caretaking services is 2.70 per week for the blocks. The cost per property for cleaning is 2.70 per week The cost per property for Grounds Maintenance is 0.45 per week Please contact your Housing Officer, Nnadozie Orisakwe on if you have any concerns regarding the standard of cleaning and grounds maintenance. Daily Lift Cars Thoroughly sweep all hard floor surfaces and damp mop clean. Clean mirror, ledges and control panel. Clean steel lift car surround and remove any debris from lift tracking. Quarterly Dust/damp wipe all flat surfaces to 4 One Housing Group Local Offer Hillview

6 metal balustrades. Our caretaker, Brian McGuire sweeps the courtyards, gulleys and bin rooms on a daily basis. We will also: Clear illegally dumped rubbish within seven days Remove offensive graffiti within 24 hours and other graffiti within seven days These services may impact on the Service Charge of your property Grounds Maintenance is provided by Angelica Shaw, a resident of Hillview. Angelica provides quarterly services for planting, weeding, pruning and other associated gardening duties. Anti-social behaviour (ASB) We will Respond to all reports of severe ASB, domestic abuse, harassment and hate crime within one day Respond to all other reports of ASB within five working days Reporting ASB To report ASB, domestic abuse, harassment or hate crime please call , the Duty Officer on or your Housing Officer, Nnadozie Orisakwe on One Housing Group Local Offer Hillview

7 Repairs and maintenance We will Provide a 24 hour telephone service to report emergency repairs Ensure our contractors follow a code of conduct Respond to a report of an emergency repair within two hours and make safe Respond to a report of an urgent repair within three working days (and complete the works within 5 days) Respond to a report of a routine repair within five working days (and complete the works within 28 days) Carry out a gas safety check at your property at least once a year Publish a programme of our planned maintenance works once a year Reporting a repair To report a repair please call Customer care We want Residents to be given more information about how their complaints are being dealt with and details of what went wrong and how it will be put right Staff to provide updates, keep residents informed, to ensure that residents don t need to chase for progress of issues/concerns raised Staff to return telephone calls within 24 hours (Monday-Friday) Specialist maintenance staff to be on hand to answer queries Make staff contact details more accessible See our service standards in full by: Visiting our website onehousinggroup.co.uk Calling our Customer Contact Centre on Calling your Neighbourhood Officer, Nnadozie Orisakwe on One Housing Group Local Offer Hillview

8 Hillview Action Plan Thank you to all those residents who took the time to speak to our Housing Officers last autumn when they were door knocking to seek your views on the priorities for the estate. This action plan has been drafted following your feedback and is your local offer: Actions Target Date Comments Replace bin room doors at Whidborne and Midhope House and improve lighting. Replace broken signage at Whidborne and Midhope gates Encourage resident involvement and service improvement through regular meetings with key voices and service contractors Improve sweeping and cleaning in paved court yard areas Conduct a health and safety review of the communal areas December 2011 December 2011 December 2011 June 2012 June 2012 Jobs completed Jobs Completed Meetings commenced in Aug 2011 involving Key voices and Housing Officer. Now expanded to involve Cleaning contractor and Caretaker. The meeting has resulted in various estate actions including reduced cleaning costs and improved bin areas and will continue to focus on estate services. Ensure cleaning includes regular sweeping of these areas and the removal of long term grime in the court yard paving Concerns were raised about pots and other items on balconies and in common parts which could present a Health and Safety risk. Report 7 One Housing Group Local Offer Hillview

9 required with recommendations from a Health and Safety specialist. Commence action to remove Health and Safety risks to residents ensuring all serious issues are resolved Replace communal bulbs within publicised response times Meet with Camden Council to identify opportunities for improved estate security Conduct a review and consult with residents about the need for CCTV Develop a basic estate agreement in consultation with residents Take more decisive action to resolve breaches of tenancies Between July and September 2012 June 2012 June 2012 September 2012 December 2012 Mid term and 12 month review Areas on the estate have been left in darkness for long periods. Replace bulbs up to 28 days if non urgent and 24 working hours if an emergency health and safety issue Establish whether there can be greater cooperation and joint use of resources to deal with and prevent crime, ASB and drug related nuisance e.g. increased patrols There is youth nuisance, gang activity and misuse of bin areas. This is subject to budgets and service charge This is to address noise nuisance caused by unsupervised children disturbing residents e.g. set time limits on when children should play in the area Residents were concerned that some Health and Safety issues were not addressed and where nuisance is caused by a minority of residents more robust and timely action is taken to maintain a good quality of life for all residents 8 One Housing Group Local Offer Hillview

10 Useful Contact numbers At One Housing Group Customer Contact Centre Repairs Hotline [including out of hours emergencies] Duty Officer line Housing Officer Nnadozie Orisakwe Community Investment Officer Maxine Jervis Maintenance Surveyor Jonathan Isaac Head of Regional Housing Operations Angus Macdonald North Regional Housing Office: 100 Chalk Farm Road London NW1 8EH Local numbers Camden Council [general enquiries] Camden Bulk Refuse Collection Camden Legal Services Metropolitan Police 101 For all emergencies dial One Housing Group Local Offer Hillview