HOUSING REVIEW FROM LIAM GILLESPIE, HEAD OF HOUSING MANAGEMENT
Dear Resident,
Welcome to the summer 2025 edition of @Home, your magazine from the City of London Corporation Housing.
In this issue, you will find the results of our most recent Tenant Satisfaction Measures survey, and key information from our Annual Complaints Performance and Service Improvement Report. We hear from the Major Works and New Developments and Special Projects Teams about investments in your homes and new homes, and an update from our Repairs and Maintenance Team about our new contractor, Chigwell.
We would like to extend a special thank you to residents who have contributed their insights over the past year, including those involved in shaping the new Tenant Handbook. Recently, we introduced Commonplace, our new engagement platform to facilitate consultations on the Resident Involvement Strategy, estate office opening hours and to invite residents to join our Mystery Shopper programme. Resident feedback plays a vital role in shaping key documents, policies, and services, which helps enhance resident involvement and service delivery across City Corporation Housing.
In the coming months, Peta Caine, the Director of Housing, will be working with the Senior Management Team to develop the next Annual Plan with a renewed focus on investing in homes across our estates. This Annual Plan will be based on the priorities in our fiveyear Housing Strategy, published last year.
Get involved! Visit our Commonplace using the link or QR code to explore our current consultations.
cityoflondonhousing.commonplace.is
We hope you enjoy this issue of the @Home magazine, and if you have any feedback, please let us know by emailing the Housing Communications Team: home@cityoflondon.gov.uk
MEET THE @HOME TEAM
Noah Powers, Strategic Communications and Engagement Officer
Liane Coopey, Business Support Manager
ONE YEAR ON INTERVIEW WITH PETA CAINE, DIRECTOR OF HOUSING
One of our newest team members, Eunice Prakash, Business Support Assistant, sat down with Peta Caine to discuss her first year as Director of Housing.
Eunice Prakash (EP): Looking back on your first year as Director, what achievements are you most proud of, and how have they benefited our residents?
Peta Caine (PC): I can certainly see that if we work well with our new Repairs and Maintenance contractor Chigwell, we will provide the repairs service that our residents hope to see from us. It was made clear to me during the recruitment process for my role that satisfaction with the previous repairs service was low. It’s early days yet, but I’m hopeful that residents will get the repair service they desire. I am also pleased by the progress that Greg Wade, the Head of Major Works has made working on Housing’s 10-year capital programme. Subject to funding, this will let us move to a much more holistic approach to the major works we do on our estates, rather than our current ‘salami slice’ projects.
Anna Donoghue, our Information Performance and Quality Assurance Manager has been working with Liane Coopey, Business Support Manager, to get a grip on our complaints process and improving our performance reporting.
It’s been first-rate, and I feel much more confident that we’ve got the tools to look at the services we provide, because the data is becoming more available.
EP: Has your vision for Housing evolved over the past year, and what key lessons have guided that journey?
PC: When I joined City Corporation Housing in May 2024, there was a lot of emphasis on the work that was being done with the repairs and maintenance service and some big ticket, major works projects. The spotlight is changing to looking much more at our customer service, the services that have been provided to residents on our estates, and also engagement with residents. For me, these are really things that we need to move forward on.
“THIS WILL LET US MOVE TO A MUCH MORE HOLISTIC APPROACH TO THE MAJOR WORKS WE DO ON OUR ESTATES, RATHER THAN OUR CURRENT ‘SALAMI SLICE’ PROJECTS.”
EP: What have you learned about our residents’ needs, and how has that influenced your priorities?
PC: I've learned that because of the backlog in some areas of our Major Works programme, there is quite a bit of work that needs to be done on our estates.
We're seeking funding for this programme, so that will help a great deal, and will have the knock-on effect of reducing the number of responsive repairs that we have to carry out.
From the residents I meet, I’ve learned that we really need to look at the way we interact with residents in terms of our engagement and the services we provide on estates. Now is the time to look at those standards that we have and refresh them to make sure that residents and staff are clear about what we're providing in the estate offices.
EP: What message would you like to share with our residents as you reflect on your first year and look ahead?
PC: I would like to ask them not to underestimate the work that is going on to get us to move forward as a team, to integrate our services, and to better focus on critical issues such as service delivery improvement and quality.
EP: Finally, on a more personal note, what would your perfect Saturday look like?
PC: It would start with a bit of gardening in my container garden, this year I am growing blueberries, blackberries and flowers. I’d meet some friends for brunch and a walk, then top the day off with going to a football game, where I hope that Arsenal would win!
TENANT SATISFACTION MEASURES
(2024-2025)
In April 2023, the Regulator of Social Housing introduced a new set of Tenant Satisfaction Measures (TSMs). These measures track how well social housing providers are doing to provide quality homes and services. All social housing providers are required to report on their performance annually
Social housing providers must report on twelve customer service measures that show tenant satisfaction with the services we provide (this page) and ten performance measures that are based on our internal performance information (overleaf).
67.7% of tenants are satisfied with our overall service
67.4% of tenants are satisfied with our overall repairs service
64.7% of tenants are satisfied with the time taken to complete their most recent repair
70.8% of tenants are satisfied that their home is well maintained
71.6% of tenants are satisfied that their home is safe
55.4% of tenants are satisfied that we listen to tenant views and act upon them
74.3% of tenants are satisfied that they’re kept informed about things that matter to them
74.8% of tenants agree that we treat tenants fairly and with respect
66.6% of tenants are satisfied that we keep communal areas clean and well maintained
30% of tenants are satisfied with our approach to complaints handling
63.9% of tenants are satisfied with our approach to handling anti-social behaviour (ASB)
67.8% of tenants are satisfied that we make a positive contribution to the neighbourhood
74.4 Stage 1 complaints received (per 1000 homes) 1
22.4 Stage 2 complaints received (per 1000 homes) 2
100% of Stage 1 complaints responded to within the Housing Ombudsman Complaint Handling Code timescales 1
20.3 ASB cases and 0.5 ASB case involving a hate incident (per 1000 homes)
83.1% of nonemergency responsive repairs completed within our target timescale
100% of homes for which all required asbestos management surveys or re-inspections have been carried out
82.4% homes met the Decent
Homes Standard
100% of homes for which all the required legionella risk assessments have been carried out
76.8% of homes for which all required lift safety checks have been carried out
100% of homes for which all gas safety checks have been carried out
2
97.7% of Stage 2 complaints responded to within the Housing Ombudsman Complaint Handling Code timescales
74.2% of emergency responsive repairs completed within our target timescale
100% for which all required fire risk assessments have been carried out
We have an action plan to improve our TSM results. The key areas we are focusing on include:
Overall satisfaction
Listens and acts
Time taken for repairs
Complaints handling
Communal areas
Anti-social behaviour
If you have any feedback on how we can improve in these areas, please get in touch with the Housing Communications Team: home@cityoflondon.gov.uk.
In Autumn, Acuity Research and Practice will be conducting our TSM survey for 2025-2026 We will update you through our @Home monthly newsletter when the survey launches.
ANNUAL COMPLAINTS PERFORMANCE
From 2023-2024 to 2024-2025, there has been a 51.2% increase in Stage 1 complaints and a 93.8% increase in Stage 2 complaints. Reasons for this increase include:
Complaints Handling Code being made statutory from April 2024, leading to more national publicity around Housing complaints.
Improved resident awareness regarding the Housing complaints process following the introduction of a new Housing Complaints leaflet. This was uploaded to our website and leaflets were delivered to estates from November 2024.
The number of complaints in relation to lift outages increased in 2024/25 due to challenges with the lift maintenance contract and some lifts having obsolete parts. Steps are being taken to resolve both of these issues.
Our repairs and maintenance contract with our previous provider ended 31 March 2025. The demobilisation of this contract may have affected service delivery.
Increased staff awareness on complaints handling, including instructing staff to pass on any expressions of dissatisfaction to the Housing Complaints and Customer Feedback Team.
The full report and how to make a complaint is available on our website.
AND SERVICE IMPROVEMENT REPORT
Complaints
Complaint source
Complaints responded to within timescales
Tenants: 74%
Almshouses: 1%
Leaseholders: 21%
Other: 4%
100% (79% in 10 working days, 21% in extended timescale)
Tenants: 70%
Leaseholders: 27%
Other: 3%
98% (87% in 20 working days, 11% in extended timescale) 2% outside of HOS agreed extended timescale (agreed with resident)
SERVICE IMPROVEMENT AMBITIONS FOR 2025-26
Improve the tracking of Member and MP enquiries raised on behalf of residents.
Enhance the monitoring of our Lift Servicing and Consultancy contracts, with regular meetings and additional administrative support within the Compliance Team.
The Housing Complaints & Customer Feedback Team will introduce clearer expectations and standards for staff investigated complaints and writing responses.
We are reviewing the Housing Complaints Compensation Policy in line with customer feedback and findings from our complaints data.
Our new repairs and maintenance contractor Chigwell will contact customers directly to make the first appointment for non-emergency repairs within two working days. They will issue an SMS reminder 24 hours before the appointment and another when the operative is on the way. 1 2 3 4 5
OUR INVESTMENT IN YOUR HOMES...
By: Greg Wade Head of Major Works
The Major Works Team is currently in the process of closing out legacy projects, including Middlesex Street Estate communal heating works and Southwark Estate window replacement and external decorations, which should both be complete this summer.
The Major Works Team have been working on maintenance, refurbishment and improvement projects across our estates, including window replacement and redecorations at Windsor House, Sydenham Hill Estate, Holloway Estate and Southbank Estates
Major Works projects coming up over the next year include:
Lift refurbishment works at George Elliston and Eric Wilkins on Avondale Square Estate.
Our rolling fire door programme (covering Southwark Estate, Windsor House, Isleden House and Sydenham Hill Estate) is scheduled to begin later this summer now that planning approval has been secured.
Ceiling and lighting reinstatement in the communal corridors of York Way Estate is progressing and is jointly managed by the Major Works and New Developments and Special Projects Teams.
Fire safety and compliance works at Harman Close and Isleden House and a fully comprehensive fire alarm system upgrade at the City of London Almshouses.
We are currently tendering for the William Blake Estate window replacement project. We will then progress through the designand planning approval stages for the remainder of this year.Further projects will also be progressed through the City Corporation's approvals process to secure appropriate funding
More information can be found on our website: tinyurl com/CCHMajorWorks
... AND NEW HOMES
By: Michael Gwyther-Jones, Head of New Developments and Special Projects, and Selin Selieva, Assistant Project Manager
City Corporation Housing is committed to building high-quality, affordable social homes for those in need of housing. Our ambition to deliver more social homes is rooted in the belief that everyone deserves a safe, secure, and comfortable place to live. Affordable housing is a cornerstone of a fair and inclusive London, and we are proud to continue investing in new developments that not only meet housing needs but also enhance the quality of life for our residents, new and existing alike.
“AFFORDABLE HOUSING IS A CORNERSTONE OF A FAIR AND INCLUSIVE LONDON”
This year, housing waiting list registrants and existing residents looking to downsize will move into 66 new homes for social rent at Black Raven Court (103 Golden Lane, EC1Y 0TZ), which includes 35 one-bedroom, 26 two-bedroom, and five three-bedroom flats. Black Raven Court also includes space for three commercial tenants on the ground floor. The team has navigated significant challenges over the past few years, including responding to a contractor’s insolvency. We are managing the completion of any outstanding works and look forward to welcoming new residents in Autumn.
More information can be found on our website: tinyurl.com/CCHNewDevs
New residents from our housing waiting list and existing residents looking to downsize will move into Black Raven Court, next to the Golden Lane Estate in the City, in Autumn.
WELCOME CHIGWELL: YOUR NEW REPAIRS AND MAINTENANCE CONTRACTOR
By: Bev Andrews, Head of Repairs and Maintenance
We are delighted to introduce Chigwell, the new repairs and maintenance contractor for our homes and estates. With Chigwell, we are committed to delivering an improved and more reliable repair and maintenance service for residents.
Throughout March, the Repairs and Maintenance and Operations Teams worked hard to ensure a smooth transition from our previous contractor, Wates. If you reported a repair during the transition period, we appreciate your patience as we made sure the new contract began on the right footing.
Since the contract with Chigwell started, we have been closely monitoring performance to ensure a smooth transition and high service standards, including:
Resident satisfaction
Average repair completion time
Appointments made and kept
First-visit fix rate
Overall repair quality
We will be reporting on how Chigwell is doing in these areas in the coming months. By measuring Chigwell’s performance, we aim to keep improving the repairs and maintenance service, ensuring it remains responsive, efficient, and reliable for all residents.
For more information about repairs, visit our website: tinyurl.com/CCHRepairs
Need to report a repair? Nothing has changed:
Emergency repairs: Call 0800 035 0003 anytime. Non-emergency repairs: Call 0800 035 0003 (8am to 5pm) or email propertyservices@cityoflondon.gov.uk
New response times and priorities
We have made changes to how repairs are prioritised to provide a quicker and more efficient service:
Priority X – Out-of-hours emergency:
Complete or make safe within 24 hours.
Priority 1 – In-hours emergency: Complete or make safe within 24 hours. Priority 2 – Non-emergency: Complete within 20 working days.
For all emergency repairs, Chigwell aims to arrive within four hours and either complete temporary repairs or make the area safe within 24 hours. Any required follow-ups will be raised as a new work order the next working day.
Scheduling appointments with Chigwell
To ensure convenience, Chigwell offers two daily appointment slots:
Morning: Monday to Friday, 8am–1pm
Afternoon: Monday to Friday, 1–5pm
If your repair requires an inspection first, a Property Services Officer may visit before an appointment is scheduled. For standard non-emergency repairs inside your home, Chigwell will contact you within two working days to arrange an appointment. Once confirmed, Chigwell will ensure a skilled contractor is assigned the right amount of time to complete the job. If you need to reschedule, contact Chigwell directly at least 24 hours in advance.
Making sure repairs meet the mark
To maintain high standards, City Corporation Housing and Chigwell will carry out quality inspections on a selection of completed repairs. If your repair is chosen for an inspection, you will be contacted to arrange a suitable time. For smaller jobs, we may conduct a quick telephone survey instead.
Looking ahead: A better repairs and maintenance service
With these improvements, we are confident that our residents will experience a faster, more efficient service. Whether it is an emergency repair or routine maintenance, we are committed to delivering a better repairs and maintenance experience for you.
FIRE SAFETY AND EXTRA ASSISTANCE
Fire Action Notices are in the communal areas of all our buildings. Please ensure that you are familiar with these, as they explain what you should do in the event of a fire. If you have any questions or concerns or think you may need extra assistance in the event of an emergency, please contact your estate office.
If there is a fire in your home: Leave the room immediately and close the door.
Alert everyone in your home.
Do not try to put the fire out. Get everyone out and stay out.
Make sure everyone has left the property and close the door after you. Call London Fire Brigade on 999 giving clear details and the full address.
Do not try to go back in unless London Fire Brigade have said it is safe to do so.
If fire breaks out elsewhere in your building:
Follow your building’s fire strategy as detailed in the Fire Action Notices located throughout your building. In most buildings, a ‘stay put’ policy is in place. This means it is normally safest to stay in your home unless it is directly affected by fire or smoke. Some buildings have another policy in place, so please ensure that you familiarise yourself with your building’s procedures. These can be found on the Fire Action Notices, and we will periodically write to you to let you know the procedures for your building.
Reminders:
Fire doors are there to protect you. Please do not prop them open or alter them in any way.
Contact us to report any problems with fire doors or smoke detectors.
Keep all escape routes in your home clear of obstructions.
Do not store personal items in communal areas without permission. Barbeques are not permitted on balconies or communal walkways within residential buildings.
DO YOU NEED EXTRA ASSISTANCE
IN AN EMERGENCY?
If you think you would struggle to get to a place of safety in an emergency such as a fire, please contact your local estate office to let us know. We will carry out an assessment with you to create a Personal Emergency Evacuation Plan or PEEP and ensure that the Fire Brigade is informed that you may need help to get to safety. We can also provide you with advice about home fire safety and organise help from other agencies, if you need it.
WASTE MATTERS: RUBBISH, RECYCLING, FOOD WASTE AND BULKY WASTE
Keeping your estate clean and tidy starts with responsible waste disposal. By following the correct steps for rubbish, recycling, and food waste, we can help reduce landfill waste, protect the environment, and keep our shared spaces looking their best
Rubbish
Household waste that cannot be recycled should go into your general waste bin.
This includes items like plastic packaging, foam (polystyrene), and food-soiled materials that are not recyclable.
Tip: Always bag your rubbish securely before placing it in the bin to prevent spills and pests
Recycling
Recycling correctly helps cut down unnecessary waste. Please place paper and cardboard,
plastic bottles and containers, glass bottles and jars (not broken) and metal cans in your recycling bin. Make sure anything you put in the recycling is rinsed and emptied. Do not recycle items that contain food waste that cannot be rinsed off, like greasy pizza boxes.
Tip: Soft plastics and other typically non-recyclable items can sometimes be recycled with plastic bags at larger supermarkets, just make sure you check the label first.
Bulky waste
Bulky waste includes large household items such as furniture, mattresses, appliances, and bicycles.
Here is how to dispose of bulky waste:
Donate: If your items are in good condition, consider donating them to charities like The British Heart Foundation or listing them on Freecycle.
Council collections: Many boroughs offer bulky waste collection services Some provide free collections, while others charge a fee.
Recycling centres: You can take bulky waste to your local household waste recycling centre for disposal.
Do not dispose of bulky waste near or in the communal bins on your estate as this is considered fly-tipping. For boroughspecific bulky waste collection details, visit your local council’s website City residents can book a collection through the City of London Corporation website: tinyurl.com/CCHbulky
Each London borough has its own waste disposal rules, collection schedules, and recycling guidelines. To find out more about services in your area, visit your estate’s webpage using the following link tinyurl.com/CCHEstates or visit your local council’s website.
TOYNBEE HALL
CITY ADVICE AND SUPPORT FOR 140 YEARS AND COUNTING
Did you know there is a place in the City that has helped hundreds of residents and workers to become better off, and resolve legal, housing, and other problems, all for free?
Founded in 1884 by social reformers
Henrietta and Samuel Barnett, Toynbee Hall on Commercial Street is a charity working alongside people facing poverty, injustice, and inequality to build a fairer London
Politicians and innovators such as William Beveridge, Clement Attlee and Charles Booth were based at Toynbee Hall, as was the UK’s first female solicitor Carrie Morrison who offered free legaladvice.
As chief executive Rebecca Sycamore says: “Toynbee Hall’s aim was, and is, to provide vitaladviceand support, working in partnership to tackle unfairness and ensure everyone has an equal chance to thrive ”
That includes:
Leading the national Debt FreeAdviceservice, with innovative video kiosks in GP surgeries, libraries for confidential help in the community. Providing benefitsadviceto people with cancer in theCityand East End on behalf of Macmillan.
Offering the world’s longest-running free Legal AdviceClinic
Hosting weekly community centre activities for people over 50, and a play programme that focuses on art and nature-based fun for local children.
Providing beautiful, historic spaces for meetings and celebrations
Toynbee Hall’s tradition is of working alongside communities to drive meaningful change. Most recently, its research team worked with 12 young peer researchers, aged 16 to 22 from Tower Hamlets, on a two-year project to investigate what emotional support was available for young people in a cost-of-living crisis. That report, ‘The crisis makes us more alone’ is now published online at: tinyurl.com/ToynbeeHall, giving policy leaders and decision-makers many insights into the challenges people are facing
Another service provided at Toynbee Hall isCityAdvice, funded by theCityof London Corporation, to help anyone who lives, works, or studies in theCityof London or lives in a City Corporation Housing home.
In 2023,CityAdvicehelped 347 people to become £785,238 better off One carer who was helped with a benefit claim said: “Iwould liketolet you know how grateful I amfor yoursupport (technical and emotional!) … The work you do not only helps on a practical level but also brings reassurance, hopeand peaceof mind to those navigating thesedaily lifechallenges Thank you again for everything.”
Get in touch with CityAdvice by phone 020 7392 2919 (Monday to Friday 10am-4pm), or by email: city.advice@toynbeehall.org.uk
For more information about Toynbee Hall, visit their website: www toynbeehall org uk/
A MESSAGE FROM THE COMMUNITY SAFETY TEAM: NEW DOMESTIC ABUSE SERVICE
The City of London Corporation's Community Safety Team has commissioned a new pilot domestic abuse service, the Hackney Domestic Abuse Intervention Service (DAIS). This pilot program will run for one year to January 2026, providing vital support to City residents and eligible individuals, including members of our homeless community. This new service aims to enhance our support for individuals experiencing domestic abuse at all risk levels. It will complement our existing Independent Domestic Violence Advocate (IDVA) service and add specialised perpetrator support services.
The DAIS Team also offers case consultation services and welcomes inquiries from professionals who may have concerns or need guidance, even in initial stages of identifying potential domestic abuse situations. More information on domestic abuse support services in the City of London can be found on our website: tinyurl.com/CCDASupport
You can get in touch with the DAIS by phone Monday to Friday, 9am to 5pm on 020 8356 4458, 020 8356 4459, or 0800 056 0905 (toll-free from landlines), or by emailing the team: dais@hackney.gov.uk
CROSSWORD: CITY OF LONDON CORPORATION SPACES AND PLACES
Complete this crossword online: tinyurl.com/crossword25
Across
5 A well-known estate near Aldgate, home to many City of London Corporation residents 10. The City of London Corporation has offices in this Asian financial hub.
11. The City of London Corporation's office in this European capital helps shape financial policy and UK-EU relations.
12. Historic bridge over the Thames, maintained by the City Bridge Foundation.
13 Acronym for a specialist centre at Heathrow that ensures safe arrivals for certain kinds of international travellers.
Down
1. A City of London Corporation estate near Crystal Palace, offering home surrounded by ancient woodland
2. A large public park in Newham, managed by the City of London Corporation.
3. An open space in Buckinghamshire, home to ancient woodlands including beeches. 4. Historic market in the City, soon to be relocated.
6. A large heath in North London, perfect for walks and picnics.
7 A common in South London, managed by the City of London Corporation
8. The City of London Corporation has an office in this major US city.
9. A famous forest managed by the City of London Corporation, known for its ancient trees.
RECIPES ON A BUDGET: CHICKPEA CURRY
Prep time: 5 mins
Cook time: 25 mins
Total: 30 mins
Serves: 4
Ingredients
3 tablespoons oil, butter, or ghee
1 small onion, finely chopped
4 cloves garlic, finely chopped
1 tablespoon fresh ginger, finely chopped
1 small red or green chile, finely chopped
1 tablespoon garam masala
1/4 teaspoon cayenne pepper
1/2 cup cashew nuts
1 can coconut milk
2 cans chickpeas, drained and rinsed
100g spinach, rinsed, and roughly chopped
Salt
1/4 cup fresh juice from 3 to 4 limes
1/2 cup fresh coriander, coarsely chopped
1
Heat oil, butter, or ghee in a large saucepan over medium-high heat until melted (or until oil is shimmering). Add onion, garlic, ginger, and chile Cook, stirring frequently, and scraping bottom of pan until golden brown and starting to burn in spots, about 10 minutes. Add cayenne, cashews, and half of garam masala. Cook, stirring constantly until fragrant, about 30 seconds. Add coconut milk and remove from heat Scrape up any browned bits from bottom of pan.
2
3
Transfer mixture to blender and blend until smooth, about 30 seconds. Return mixture to pot Add chickpeas, spinach, and remaining garam masala and cook over low heat, stirring constantly, until vegetables are heated through and spinach is wilted, about 10 minutes. Add salt and lime juice to taste Stir in half of coriander.
Sprinkle with extra coriander, and serve with lime wedges, rice and/or naan.
Photo credit: Andrew Janjigian Recipe adapted from seriouseats com/J Kenji Lopez-Alt
USEFUL CONTACTS
Estate offices
Almshouses: 020 7274 1337
almshouses@cityoflondon gov uk
Avondale Square: 020 7237 3753
AvondaleSquareEstate@cityoflondon gov uk
Holloway: 020 7607 3207
Hollowayestateteam@cityoflondon.gov.uk
Golden Lane: 020 7253 2556
GoldenLane@cityoflondon gov uk
Harman Close: 020 7237 1696
Harman.Close@cityoflondon.gov.uk
Isleden House: 020 7226 2892
Isleden.House@cityoflondon.gov.uk
Middlesex Street, Dron House, Spitalfields and Windsor House: 020 7247 4839 | mse@cityoflondon gov uk
Southwark, Horace Jones and William Blake: 020 7620 3702 | Southwark@cityoflondon.gov.uk
Sydenham Hill: 020 7620 3702
Sydenham.Hill@cityoflondon.gov.uk
York Way: 020 7607 3119
Yorkway EstateTeam@cityoflondon gov uk
Benefits
020 7332 3937 | benefits@cityoflondon.gov.uk
Communications home@cityoflondon.gov.uk
Complaints and customer feedback
020 7606 3030 (Switchboard) or 020 7029 3935 (Housing Complaints and Feedback) housing complaints@cityoflondon gov uk
Housing Complaints and Customer Feedback Team
Barbican Estate Office 3 Lauderdale Place London EC2Y 8EN
Estate services (cleaning, caretaking and gardening)
You can report issues relating to cleaning and grounds maintenance on your estate by email: estateservices@cityoflondon gov uk
If you would like to speak to someone instead, please call your local estate office
New developments and special projects
DCCS-NewDevelopmentsTeam@cityoflondon.gov.uk
GET INVOLVED!
Getting involved is how you, as a City Corporation Housing resident, can influence what services you receive from us You are the best people to tell us what works well and where we can do better, and your involvement makes a real difference Throughout the year we run a number of consultations, surveys and open meetings so you can express your views and opinions
If you would like to take part in our consultations, visit our new Commonplace: cityoflondonhousing commonplace is/ or contact the Resident Involvement Team using the details on this page.
Major works dccs-majorworksteam@cityoflondon.gov.uk
Home ownership/leaseholders home.ownership@cityoflondon.gov.uk
Housing needs hadvice@cityoflondon gov uk
Resident involvement Resident.Involvement@cityoflondon.gov.uk
Repairs
0800 035 0003 propertyservices@cityoflondon gov uk
Out-of-hours emergencies only (between 5pm - 8am)
Repairs: 0800 035 0003
Urgent estate matters (not repairs): 020 7256 6583
Rent and arrears
Rent accounts/payments: 020 7332 3937 (ask for housing rents)
DCCS-rentsteam@cityoflondon gov uk
Rent arrears: please call your local estate office or email us at incomerecoverofficer@cityoflondon.gov.uk