Welcome to the Winter 2022 edition of @home magazine, the twice-yearly magazine for City of London tenants and leaseholders.
In this edition, you can read about important home safety issues, see some early feedback on our recent resident survey and find sources of advice if you are concerned about money and household bills.
We recently restarted our regular estate walkabouts and drop-ins, which have been well attended by residents. So far, 10 walkabouts have been held at different estates and a further 30 are scheduled to take place by next summer.
Lots of actions have been raised and the team is working on making improvements, completing repairs and responding to residents’ suggestions arising out of the walkabouts. All upcoming dates for estate walkabouts and drop-ins can be found on
your dedicated estate page on our website, or on local noticeboards.
I want to say a big thank you to everyone who has taken part in our Customer Service & Repairs Review so far. We have heard from a wide range of residents with their thoughts on the current service and what they would like to see from a new and improved customer service and repairs offer.
Work on the review is continuing and we will provide more feedback to residents in the new year. The review will result in some proposals for change, which we will seek your views and ideas on in early 2023.
I hope you enjoy this edition of the magazine.
If you have any comments on it, or any suggestions for future editions, please email: home@cityoflondon.gov.uk.
Three ways to get involved with service provision on your estate 3
Have your say...
You Said, We’re Doing
What was raised at the estate walkabouts? 4-5
Early satisfaction survey feedback
Some selected comments received, with further results to come in the new year
Our housing teams
What are the estate team staff’s day-to-day roles?
Do you have something you’d like to bring to your Estate Team’s attention? Estate walkabouts give residents the chance to work alongside City of London Housing staff to highlight issues and concerns you may have regarding your estate.
The purpose of the estate walkabouts is to identify cleaning and repair needs and issues relating to health and safety, security and grounds maintenance. Any issues identified which specifically relate to an individual tenancy will be notified in writing following the walkabout.
The first series of walkabouts took place during October and November. Thank you to those who took the time to come out to walk and listen. It was lovely to meet you all and our estate teams look forward to helping wherever we can in bringing to life some of your great ideas!
Estate walkabouts build stronger communities where residents can lead on or identify issues that may be cause for concern and so help improve estates. The estate is your home and your community, and it is important we work in partnership with you to ensure you are given the opportunity to shape and influence where you live. We are looking for tenants to join us - walkabouts will take no longer than 2 hours of your time. Your input is most valuable.
Drop-in sessions provide a great opportunity to discuss a range of subjects on a face to face basis.
Residents can attend drop-in sessions to talk with their Resident Services Officer about anything to do with their home, tenancy or estate.
If you can’t attend a drop-in but would like to speak to your Resident Services Officer, please get in touch with your estate team by email or phone (see the back page of the magazine).
The Housing User Board - or ‘HUB’ is a group of residents who are reguarly invited to participate in consultations and reviews of Housing policies. These may be new, or existing policies coming up for review.
Consultations are shared via email for participants to read over and respond to in their own time. Tempo Time Credits can be earned for your time spent responding. If you would like to join the group get in touch with the Resident Involvement team on Resident.Involvement@cityoflondon.gov.uk
Concerns were raised with stairwell cleaning Raised with estate team and continues to be monitored
Door in bin area of Lammas Green block one needs replacing
Property Services agreed to replacedoorrotten
In mid-November, surveys were sent out via email and post to gauge residents thoughts and feelings on service delivery. Results are currently being analysed and will be used to shape service improvements and shared with residents in the new year. In the meantime here’s a selection of some comments made:
“City of London staff are very professional and responsive, no complaints there. They have also been quick to deal with the few anti-social behavior issues that have occurred in the building, which is great and important - so thanks there too.”
“Everything is kept wonderfully. You’re doing a good job. I always see the cleaners and maintenance staff around the building.”
“The estate is a very unsafe place to live, with drug dealing and drug use an ongoing problem. Security of the buildings is not maintained and repairs are not carried out in a timely fashion.”
“Improve security and pay a little more attention to the cleaning the common area”
“They never take complaints seriously and they never try to fix the problem.”
“We would like some community days in the summer or at half term”
“I would like more education and encouragement for residents re rubbish disposal vs recycling”
The Housing Estate Teams are spread across multiple sites in the City of London and the surrounding boroughs, managing 14 estates and a total of 2,900 homes. We recently completed a staff restructure, creating new roles to focus on improving services for residents and ensuring that our estates are clean, safe and well-maintained.
The teams get quite a few compliments for their work:
“It is heart-warming to see that our communal spaces are being treated with the respect they deserve. The floors look as new and your efforts to bring them back to life are much appreciated. It’s a joy to see them shine”
- A Golden Lane Resident“... thanks so much for walking around Windsor house last week and listening to our questions and queries. It was lovely to meet you all and it’s clear you are all a really caring team who have the residents’ best interests at heart. Looking forward to helping wherever we can in bringing to life some of your great ideas! Thanks again!”
- A Windsor House Resident
Resident Services Officers are responsible for managing tenancies and leases, as well as working with local Residents’ Associations and other groups to build stronger communities in their areas. They have a busy and varied workload, from signing up new tenants, dealing with nuisance and anti-social behaviour and providing help and support to tenants who need extra assistance. They work closely with colleagues and partner agencies to make sure that vulnerable residents can live comfortably in their homes.
Estate Supervisors manage the local cleaning, caretaking and gardening staff and play an important role in ensuring that our estates meet our Estate Standards for cleaning and grounds maintenance. The five Estate Supervisors carry out well over 100 inspections between them every month and ensure communal areas are clean, safe and free from hazards. They also lead on regular resident walkabouts on their estates.
Customer Service Officers are based in local estate offices and provide a welcoming service to residents and other visitors, helping with all manner of queries such a parking permits, anti-social behaviour complaints, liaising with contractors and assisting residents to report repairs.
Scheme Managers look after our sheltered housing for older residents at Harman Close, Isleden House and the Almshouses. They are based on site and play an important role in safeguarding older residents, checking regularly on their welfare and working closely with care and support professionals to help people live independently into old age.
Specialist Gardener posts were created in early 2022 and are now based on most estates, ensuring that our green spaces are cultivated and maintained. This is a big job, as many estates have large green spaces that require almost constant attention, not to mention flower beds, trees (338 of them) and the odd allotment or vegetable patch run by local resident gardening groups.
Porter Cleaners carry out essential cleaning and caretaking tasks, ensuring communal areas are cleaned and any hazards reported or dealt with. We have over 70 residential blocks which require regular sweeping, mopping and dusting.
I was raised in Canada and have lived in England for almost 30 years. I’ve worked in housing for half of that time with a strong anti-social behaviour background. When I first went to the Guildhall I didn’t understand the status and history surrounding the City of London Corporation.
I find that the estates are well looked after, and I admire the multigenerational aspect of the estates with various family members living independently on the same estate. Presently, the financial crisis is impacting all our daily lives and I think this is the greatest challenge - how to make that pound stretch to satisfy employee and resident expectations of a reasonable quality of life. For me regular yoga sessions, a good film and enjoying the museums and galleries of London with friends keeps me focussed and enhances my quality of life.
I have many years of Housing Management experience gained at Housing Associations and Local Authorities across London and Kent. My knowledge and experience is largely generic, covering all aspects of Tenancy Management including lettings, allocations and decant projects. I have also spent some years supporting vulnerable residents to sustain their tenancies. I hope to bring my knowledge and experience to Golden Lane to benefit the residents here. I am looking forward to working with residents, colleagues and partner agencies to provide continuous improvement to the services that the Corporation offers.
I have worked within Housing Services for the past 10 years in both housing associations and local authorities. I have lots of experience handling Anti-Social Behaviour and managing tenancies. My first impressions of the City of London Corporation and the estates are that they are all so beautiful in their own way - they are very clean, and I love the fact the locations are so central. I am yet to face any major challenges I haven’t tackled before, and my aim is to build relationships with residents and leaseholders to make improvements so everyone can be proud of where they live.
In my free time, I enjoy spending time with family, swimming, and I am a big football fan (but I won’t let you in on the secret of the team I support just yet). I look forward to working with everyone to ensure we do things right for those residents we house. If you see me on your estates, please do come and introduce yourself (I don’t bite - I promise).
I have been in housing for over 20 years and am still in awe of how amazing residents can be and how much it is constantly changing every day. I got into housing starting in customer service, answering calls, and worked my way through several departments in several local authorities and housing associations, eventually finding my niche in housing management.
Considering where I have previously worked, I have never seen estates so tidy and well maintained. So far, the staff I have met have been lovely, the team I work with, are amazing, all friendly and knowledgeable, it’s hard to find a topic one is not well versed in. I am keen to inject a more modern, streamlined version of working together - it will take time and effort, but the challenge is worth the results, and I love a challenge!
My human side... I am a gym freak and train 5/6 times a week, I am a member of an adult stunt cheer group. I go to church twice a week and help at a soup kitchen every Saturday afternoon. I love family (I have two daughters – both athletes) and have a huge family, so am always with people I love and cherish.
The charity Electrical Safety First has put together a suite of guidance that may be useful for landlords in understanding the standards for safety in a property you are renting out.
Wherever you live in the UK, as a landlord you have an obligation to make sure that your tenants have homes that are safe to live in.
The free download explains your legal obligations in ensuring that your rental properties are electrically safe and offers practical advice to help you keep your tenants safe.
Electrical Safety First recommend that wherever you are in the UK, and whatever the tenure of your property, you should have the electrical installation checked by a suitably qualified person, like a registered electrician, every five years.
Following the inspection, the registered electrician will issue you with an Electrical Installation Condition Report (EICR) which will either:
• formally declare that the installation is safe for continued use
• highlight any suggested or urgent repairs that need to be made
This gives you the peace of mind that your tenants and properties are electrically safe.
This is a legal requirement in England (for privately rented homes).
You can find out more about landlord obligations on the gov.uk website: Guide for landlords: electrical safety standards in the private rented sector - GOV.UK
If you are providing electrical appliances as a part of the rental agreement, make sure that you register them with the manufacturer. This means that if there is a problem, the manufacturer can contact you. You should also advise your tenants to register any electrical products that they bring into the property.
You can also use Electrical Safety First's product checker to find out if any of the appliances that you and your tenants own have been subject to a recall or safety notice.
• Carry out a visual inspection of the property once a year and/or between tenancies - use the form below to guide you through it, there's a version you can print and one you can fill in online
• Use a registered electrician for any work on your property
Check out Electrical Safety First’s Landlords Checklist here.
The colder months have arrived. With energy prices a topical point, and many people working from home more regularly, you may find that a portable heater is a more efficient and cost-effective way to keep you warm. Portable heaters are a good way to heat small spaces when you don’t need to heat the whole house or flat.
Heaters can be a serious fire hazard, especially when not used carefully, so what needs to be considered when using portable heaters
• Always follow the manufacturers operating and maintenance instructions. Keep them clean and serviced regularly. Pay special attention following a period of storage or after a seasonal break.
• Turn off portable heaters before going to bed at night
• Do not move the heater while it is alight or switched on
• Do not stand or sit too close, your clothing may melt or ignite
• Do not place a heater too close to furniture, bedding, or curtains
• Do not place heaters where they can be knocked over
• Do not operate a heater from where a door could open on to it
• Do not air, or dry clothing on heaters
• Do not leave portable heaters on if young children or pets are left unattended
• Do not use flammable adhesives, cleaning fluids or aerosol sprays near a heater
• Keep cords as short as possible. Position so that it will not cause a trip hazard, ensure it will not pass under doors or carpets. Never operate with worn or damaged cords.
• Ensure that the cord is not exposed to the heat from the appliance or from high temperatures from other sources
• Check and fit the correct rated fuse in the plug
• Plug the heater directly into the mains socket and avoid using multi-way adaptors. Unplug when not in use
The cost of food, fuel, energy and utilities have risen sharply this year. To help you manage the rising cost of living we’ve put together some useful hints and tips.
Ensure your heating is set to the most efficient setting for your lifestyle
Turn off your lights when leaving the room (can save up to £14 per year)
Switch off appliances that aren’t being used at the socket
When washing up, fill up a bowl rather than letting the tap run
Defrost your freezer reguarly
Take a shower instead of a bath, and use a lower flow setting
Set your washing machine to a cooler temperature setting
Shut the doors to rooms you use most to keep the heat, and use a draft excluder
Get the feeling that everything is going up except for what's coming in? Are you worried that your money is not stretching far enough?
While there's no magic fix, City Advice can help you maximise your income, claim your full benefit entitlement and find any support you might be eligible for. We can also help you with debt, housing, employment rights, consumer rights and family issues.
We can see if there are any unclaimed benefits or energy payments you could be entitled to. There may be help from the government or your local authority which you might not know about, or other discretionary payments, allowances and support schemes that could be available to you.
Find out how you can maximise your income with our Cost of Living Guide and how City Advice can help by going to the Toynbee Hall website.
City Advice is a free, expert and impartial advice service for people who live, work or study in the City of London or are a tenant of the City of London Corporation. We can help by phone, email or in person at one of our drop-ins, or by appointment at one of our pop-up clinics. You can drop into Toynbee Hall on Thursdays from 10am to 12pm, or book an appointment for one of our pop-up clinics at the Golden Lane Community Centre on the 8th and 22nd of December*.
Speak to an adviser by calling us on 020 7392 2919 (Monday to Friday 10am - 4pm) or by emailing: city.advice@toynbeehall.org.uk.
*These sessions are appointment only. Please call to book an appointment.
Reguarly check what food you have in your home, the best way to save money is to base meals around what you have already, make a plan and shop for what you need
Try cooking a ‘fakeaway’ instead of ordering a takeaway
Reduce your meat consumption, try a ‘Meat Free Monday’ Explore cheaper ways to cook, a microwave is cheaper than an oven or hob
Consider bulk buying your basics
Check the reduced section, freeze meat or fish when you get home
Cut vegetables and meat into smaller pieces to enable them to cook faster
Check the shelves for the longest use by dates - these are usually at the back
Use the right pan - smaller pans use less energy. Cover pots and pans to trap heat.
When boiling your kettle, only boil the amount you need, consider putting boiled water in a thermos to keep warm
Becoming law in 2019, The Fitness for Human Habitation Act 2018 amended the Landlord and Tenant Act 1985 and requires all social and private landlords in England and Wales to ensure that their properties, including any communal areas of the building, are fit for human habitation at the beginning of a tenancy and throughout.
For those landlords who do not fulfil their legal duty, the Act strengthens a tenant’s right to hold their landlord to account to make sure their properties are kept safe.
The Act applies to:
• Tenancies shorter than 7 years that started on or after 20 March 2019
• New secure, assured, and introductory tenancies on or after 20 March 2019
• Tenancies renewed for a fixed term on or after 20 March 2019
No, there are no new obligations for landlords because of this Act. The legislation requires landlords to meet their existing responsibilities for safety and security at the start of a tenancy and throughout, rather than issuing any new or additional safety obligations.
The Act gives tenants additional means to ensure that their property is fit for habitation, without relying on their local authority to do so. Tenants are given the powers to take action against their landlord where they fail to adequately maintain their property.
Tenants can do this by taking action against their landlord in court for a breach of contract on the grounds that the property is unfit for human habitation. The court can then order the landlord to take action or compensate the tenant for having to live in a property that is not fit for human habitation.
A court will have the final say whether a property is fit for human habitation, but they will refer to the Landlord and Tenant Act 1985 whether:
• The building has been neglected and is in a bad condition
• The building is unstable
• The property or building does not have enough natural light
• There is not enough ventilation
• There is a health risk due to damp
• It has an unsafe layout
• There is a problem with the supply of hot and cold water, or the lavatories does not drain properly
• It is difficult to prepare and cook food or wash up
• Any of the hazards set out in the Housing Health and Safety Regulations 2005 are present
Do you need help or support to recover from a crime? Find out how the Victim Support Vulnerable Victim’s Advocate (VVA) can help you.
The VVA supports vulnerable victims of crime and receives referrals from police, other agencies and self-referrals for people who live, work and study within the City of London. They support victims who have experienced or witnessed such crimes as: domestic abuse, sexual violence, hate crime, physical assault, stalking and harassment and forced marriage.
For both victims who are experiencing the criminal justice system for the first time and victims who have a previous experience, the VVAs are able to work with them to address any concerns they may have, provide information about the criminal justice process including pre-trial visits and ensure they feel supported in the aftermath of the crime.
The VVA helps the victim’s voice to be heard, helping them take control of what has happened and begin the process of recovering from the crime.
Victim Support’s Vulnerable Victim’s Advocates support individuals who identify as male, female or any other gender identity. They provide: emotional support, allowing the client a space to talk about the crime and how it has affected them. The VVA’s also provide practical support to the client. This includes advocating on clients’ behalf where appropriate, providing them with relevant information for their case, attending court dates with the client, signposting or referring the client to other organisations which can provide further specialist help i.e. counselling.
For cases of domestic abuse, the VVAs will work with a victim/survivor to address their immediate safety risks and needs starting from what is most important to the client – this may range from explaining the options available to safely leave the relationship to helping a victim access a safe place of refuge.
If you would like to discuss support available or make a referral to the Victim Support Vulnerable Victims Advocate please email: col.vva@victimsupport.org.uk
If you wish to contact Victim Support and live, work or study outside the Square Mile, please visit VictimSupport.org.uk or give them a call on 08 08 16 89 111
National Domestic Abuse Helpline: 0808 2000 247 www.nationaldahelpline.org.uk
Did you know the City Corporation launched this year a first-of-its-kind interactive Climate Action Dashboard?
This is a tool that helps you visualise in real time how we are progressing in our Climate Action Strategy from kilometres of pedestrianisation to our energy consumption.
The Dashboard was independently verified in all our carbon emissions data. This makes us one of the first local jurisdictions to verify carbon emissions including our financial investments. The verification was against the International Standard for greenhouse gas measurement and reporting, ISO 14064-1: 2018.
We invite you to visit the Dashboard and consider how climate action can become a more significant part of your life and decision-making!
Across
4. In June, who famously joined Queen Elizabeth II for cream tea at Buckingham Palace?
5. Whose song “Running Up That Hill” reached number 1 this summer after being featured in season 4 of Stranger Things?
8. What are the winning England ladies football team better known as?
10. Which song did the UK’s Sam Ryder nearly win Eurovision with in May 2022?
11. How old is our new king?
12. Who is the footballer currently captaining the England team in Qatar?
13. On October 16, which UK soap celebrated its 50th anniversary?
Down
1. Who won I’m a Celeb 2022?
2. How many prime minsters has the UK seen this year (so far)?
3. Where did Her Majesty’s body lie in state?
6. which group opened a virtual tour called ‘Voyage’?
7. Where were the commonwealth games held?
9. Which storm wreaked havoc across the UK in February?
We would also love to know about any climate actions going on in your community – you can contact the Climate Action Team to tell us about what you or your neighbours are doing to build a brighter climate future.
Contact the Climate Action Team at: climateaction@cityoflondon.gov.uk ‘WHAT HAPPENED IN 2022’ CROSSWORD
You can complete this puzzle online! Go to: https://crosswordlabs.com/ view/2022-roundup
Adding tinned tomatoes to a risotto is a great way of adding a lot of flavour - for a very small price. This recipe serves 4 and costs an average of £2.50 when checked at three British supermarkets. Prep in 10 minutes, cook in 30 - 45 minutes.
2 tbsp olive oil, plus extra to serve
2 medium onions, finely chopped
2 garlic cloves, crushed
½ tsp dried mixed herbs or dried oregano, plus extra to garnish
400g tin chopped tomatoes 300g/10½oz risotto rice
1 vegetable or chicken stock cube 900ml/1½ pint freshly boiled water 40g/1½oz cheddar, finely grated salt and ground black pepper
1. Heat 1 tablespoon of the oil in a large saucepan and fry the onions over a medium heat for 6–8 minutes or until soft, stirring regularly.
2. Add the garlic and mixed herbs. Continue to fry for 1 minute, stirring constantly
3. Add the chopped tomatoes. Season well with a little salt and lots of black pepper and simmer for 4–5 minutes to reduce the liquid, stirring often.
4. Add the risotto rice and stir for a minute to coat in the tomato sauce.
5. Make up your vegetable or chicken stock using one stock cube and your boiled water.
6. Add the stock a ladle at a time to the pan. Stir continuously and, once absorbed, add some more stock.
7. Keep repeating until the rice is cooked and looks rich and creamy (this should take about 20 minutes). Add a little more water if needed until the right consistency is reached.
8. Remove from the heat and stir in almost all of the grated cheddar. Adjust the seasoning to taste. Serve with a glug of olive oil, a pinch of oregano and the remaining cheese to garnish.
If you would like to see your favourite recipe featured in a future edition, please email home@cityoflondon.gov.uk
