East Thames residents’ magazine
SPRING INTO A NEW HOME
involved
THAMES
Issue 87 | SPRING 2015
by
street street
residents
Get an up dat benefits on e on welfare pgs. 6-7.
See pgs. 10-11
Help shape the future of communications at East Thames. Find out more on pgs. 4-5 Meet your repairs supervisor on pg. 12 www.east-thames.co.uk www.east-thames.co.uk
www.east-thames.co.uk
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Contents & welcome
e m o c l e w
Contents 2
Contents & welcome
3
East Thames catch up
4-5
East Thames community
6-7
Money matters
8-9
Jobs & training
9
Online buzz
10-11
On the move
12
Your home
13
How we’re doing
14-15
Out & about
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Contacts
Welcome to the first 2015 edition of Street by Street. As usual there are many interesting articles relevant to all of our residents; however we would particularly like to draw your attention to Homeswapper and the resident communications survey. Homeswapper is a national scheme that helps people move into alternative properties. It is used by 650 landlords and 157,000 social housing tenants. After going through a very difficult and challenging period in my life a few years ago, I was fortunate enough to be housed by East Thames, who provided me with a home, a new start, great support and the freedom I needed to take control of my life once again. Now a resident of seven years, I’m happier and healthier with a good work life balance. I am now a member of Homeswapper and actively looking to exchange my one bedroom home to a two bedroom, as I’d like to adopt a child in the future. If you think Homeswapper could help you, read more about it in the Your Home section.
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As a member of the resident communications panel I invite you to complete the survey included with this issue which asks for your feedback on Street by Street, and how East Thames communicates with you. We would love to see your opinions so please do return the paper copy or complete it online – you could win £100 in Love2Shop vouchers for taking part! Street by Street keeps you informed about our services and community initiatives. If you have a story, any questions, feedback or want to shape the next issue of the magazine by joining the residents’ communications panel, email jade.bradford@eastthames.co.uk or call Jade on 020 8522 3204. The deadline for the next issue is Fri 3 April 2015. Street by Street is produced by the Marketing and Communications team, East Thames Group, 29-35 West Ham Lane, Stratford E15 4PH Editor: Jade Bradford Designer: Rably Malik Tel: 020 8522 3204 Email: marcoms@east-thames.co.uk
East Thames catch up
One to One with Susan Offei Advice and Welfare Team Manager, East Thames 2015 is bringing new changes to welfare benefits and my role as Advice and Welfare Team Manager is to ensure that residents are well prepared and supported. This year some of our residents may be affected by the roll out of Universal Credit- a new, simpler, single monthly payment for people in or out of work, which merges together some of the benefits and tax credits that you might get if you’re a single
person making a new claim. You don’t need to do anything if you’re already claiming any benefits - you’ll be told when Universal Credit will affect you. Since April 2014, the Welfare Benefits Team has helped over 950 residents to manage their benefits, and cope with changes such as the benefits cap and bedroom tax. We’ve also provided advice and helped our residents access thousands of pounds in benefits that they
East Thames Snippets Bite sized updates to keep you in the know
Pay your Debit t c e r i D y b rent
and safe is an easy ly. it b e D t c Dire rent month r u o y g in y pa our option for ken from y ta is y e n oice – The mo of your ch te a d a n account o us on more call to find out 7333. 0300 303
may not have realised they were entitled to. Our residents often tell us how much they value the help and support of the advisers. One such resident is Fabrice, whose story you can read on page 5. If you would like to speak to a Welfare Benefits Adviser, contact the Welfare Benefits Team on 0208 522 2040 or email welfare. benefits@east-thames.co.uk.
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Do you h ave any u nwanted furniture? R up donate eclaim at the Lan e picks d offers a d furniture for free and iscount o n furniture people in for receipt o f benefits . Find out mo www.rec re at laimatth ela or call 02 0 8522 2 ne.co.uk 549.
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Email your sugge
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Our new Ch ief Executiv e Yvonne Arrowsmith is interested in your idea and sugges s tions on ho w East Thame can improve s our service to residents . If you have a view you’d like to share you can em , ail Yvonne o n chief. executive@ east-thame s.co.uk.
lakeway, Richard B ayor Deputy M London’s d g, Land an for Housin ed the New visit Property, ration arf regene rospect Union Wh lopment P e v e d w e ents. dn local resid t project an e e m to nuary & About East in Ja in the Out to o h p ll See the fu pg 14. section on
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East Thames community
Resident
Communication Panel
If you’re interested in marketing and communications, this is the perfect panel for you. Our Resident Communication Panel works with our Communications Team to ensure residents have the opportunity to help shape our resident communications. You will look at content, design and layout of the Street by Street magazine and may even be asked to write our welcoming note or contribute an article! The Panel meets four times a year and our members: • Attend meetings • Have an interest in marketing and communication • Give their views • Work alongside other residents If you are interested, contact the Resident Involvement Team by calling 020 8536 3957 or emailing residentinvolvementteam@east-thames.co.uk.
Housing Scrutiny Panel update Our Housing Scrutiny Panel is looking for new members. This important group assist East Thames monitor our repairs partnership with Interserve. The Panel meets with East Thames and Interserve executives every 2 months, and reviews our services by visiting other residents and properties, researching good practice and meeting with other Housing Associations. The Panel is currently reviewing our Complaints and Voids Management processes and will make their recommendations for improvement by March 2015. For more information on becoming a member, contact Deborah Lamb on 0208 536 8806 or deborah.lamb@ east-thames.co.uk or visit www.east-thames.co.uk/ scrutiny-panel.
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East Thames recognised for tenant involvement Tower Hamlets Housing Forum (THHF) is a partnership between housing associations and the council. Their Resident Scrutiny panel works to ensure that registered housing associations provide high quality services in the Borough. In December they asked members to submit an update on their own Housing Scrutiny Panels. Our Resident Involvement Team do great work with our Housing Scrutiny Panel, a team of residents who help us examine our performance and services. They shared these details with THHF, and received the great news that our Housing Scrutiny Panel procedure is considered one of the best in the borough and will be used as an example of best practice. Our Housing Scrutiny Panel has already improved several East Thames processes and we’re thrilled it has received recognition.
East Thames community
Six book challenge We are looking for residents to join the Reading Agency’s 6 book challenge. If you want to improve your reading skills, or just want to challenge yourself to make more time to read, we’d love to hear from you. You will have a personal goal of reading 6 books within 3 months and a reading diary to record what you read. It could be a book, poem, magazine, or a bedtime story! East Thames will be offering free reading material to participants, as well as support to less confident readers. If you complete the challenge you will automatically be entered into a prize draw! If you are interested please contact Hazel Simmons on 0208 522 2636 or hazel.simmons@east-thames.co.uk.
Help us improve our policies Would you like to be part of the growing group of residents who are shaping the way East Thames operates? Our policies and procedures are constantly evolving to benefit our residents and we’re looking for a number of residents to help us improve these. Volunteers will be asked to provide feedback on policies from a customer’s point of view. To take part you will need access to the internet and be able to attend occasional meetings. If you would like to take part please contact our Resident Involvement Team by calling 020 8536 3957 or emailing residentinvolvmentteam@east-thames.co.uk.
y e v r u s t n e d i s Re e the hryn and I manag My name is Cat t Team here at Eas Communications at th t to make sure Thames. We wan ed in formation you ne in e th g in tt ge you’re help enient for you. To nv co ’s at th ay aw rvey, eated a short su us do this I’ve cr ase ith this issue. Ple w ed ud cl in is which ge is to fill it in − posta ails take five minutes your contact det ly p p su u yo if d free an £100 a prize draw for to in u yo r te en ll u we’ ! If you prefer yo rs he uc vo p ho of Love2S line at can take part on es.co.uk/comms. www.east-tham
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Money matters
Are you affected by If you’re single and about to make a new benefits claim you could be offered Universal Credit: a new, simpler, single monthly payment for people in or out of work, which merges together some existing benefits and tax credits. You don’t need to do anything if you’re already claiming any benefits - you’ll be told when Universal Credit will affect you. Universal Credit will be paid directly into your bank account in one
monthly sum. If you receive housing benefit as part of your Universal Credit, the money for your rent will be paid directly to you, and you will be responsible for paying it to East Thames.
If you need help setting up a bank account get in touch with our Welfare Benefits Team on 0208 522 2040 or email welfare.benefits@ east-thames.co.uk. We can also help you set up a Direct Debit and plan your monthly budget.
You will need a bank account which allows you to set up a Direct Debit to help you pay your rent and other bills each month. Post office accounts will not be able to support direct debits and standing orders.
We can help - contact us
to our welfare o.uk/benefits. Alternatively, speak s.c me -tha ast w.e ww t visi , efits your For info on welfare ben ing up a bank account, managing sett ut abo us to talk can You 0. 204 benefit advisers on 020 8522 ting the benefits you’re entitled to. money and making sure you’re get nefits@east-thames.co.uk. You can also email us on welfare.be
Annual review of rents and service charges In April, some residents will have their rent increased following our annual rent review. If your rent is being increased you should have recently received a rent review notice, with details of the rent and service charges you need to pay over the coming year. Rent increases come into effect in April. You should have also received some service charge FAQs to help you understand the changes. These are also available online at www.east-thames. co.uk/rent-review. If your housing benefit is paid directly to us, we will inform the benefit office of the increases. If your
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housing benefit is paid to you, you need to tell your benefit office about your new rent and service charges. If you have not received notification of your new benefit rate by 17 April 2015, please contact the benefit office directly. If you think you should have received a rent review notice from us but you haven’t, please contact us on 0300 303 7333, Mon-Fri 8.30am-8.30pm and ask for the Rents and Service Charges Team. If you have concerns about your financial situation and the ability to pay your rent, or would benefit from budgeting and welfare advice, please contact the Welfare Benefits Team.
Money matters
Universal Credit?
Fabrice benefits from advice Fabrice came to the Welfare Benefits Team when he was about to be evicted for serious rent arrears. Arlene Boreland one of our Welfare Benefits advisers helped Fabrice access £4,800 in housing benefit and £2,286.30 in backdated Employment and Support Allowance. “Arlene didn’t just help me with my benefits. She helped me keep my home. When I was in arrears I was depressed and all I could think about was money. I’m a lot happier now that my finances are sorted and I can focus on other things.”
Discretionary Housing Payments Discretionary Housing Payment (DHP) is extra money that councils give out to residents who claim housing benefit and are struggling with their housing costs. In April 2013 councils were given extra funds for housing benefits claimants who were affected by welfare changes, such as the bedroom tax, and benefit cap. Now, however, councils’ budgets are getting smaller and as a result, fewer Discretionary Housing Payments are being given out. If you are struggling with your housing costs, have been refused DHP or would like more information on DHP, contact the Welfare Benefits Team using the details on this page.
If you find yourself unable to pay your rent, contact us quickly using the details on this page, so we can help you too.
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Jobs & training
Become a volunteer Would you like to volunteer with East Thames? Our volunteer service gives you the opportunity to make a contribution to the East Thames community. Our volunteers receive training and develop skills which can help you perform better in job interviews. We have lots of different volunteering opportunities available including working at the East Thames office, supporting elderly residents at one of our schemes or helping at Reclaim at the Lane – our furniture donation project. It’s a great opportunity to make a difference in the lives of other residents. If you are interested in becoming a volunteer, please email admin.volunteering@east-thames.co.uk or visit www.east-thames.co.uk/volunteering. We also run a weekly drop-in session on Tuesday mornings between 10am and 12 noon where you can register for volunteering and other activities.
Get Workwise My name is Diana and I am an employment project officer at East Thames. I help residents who are looking for a new job, further training or careers advice. East Thames residents are welcome to use our service regardless of age or employment status. We have a job club called Workwise which is open on Tuesdays and Fridays at our West Ham Lane office. There’s no need to make an appointment, simply drop in. We use these sessions to get to know you so we can help you complete an action plan, write CVs and personal statements, assist you in preparing for interviews and give you guidance on job hunting. A lot of our residents who were previously very nervous at interviews come to our sessions to gain confidence and go on to get great jobs. Many of them say they wished they’d come to us sooner.
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If you want more information on Workwise you can drop into ourOption West1 Ham Lane office on Tuesdays or Slogan Fridays or contact us using the details below. Job specific usage
Above: Volunteers receive certificates for their work with East Thames
Finding the right programme for you East Thames offers a number of free courses to help you find a job or benefit from training. ROUTES TO WORK is a work experience and business mentoring programme giving you valuable on-the-job experience to help you get full time work. WORKWISE is a series of friendly group sessions to help you improve your chances of getting a job. The sessions include help to search for a job. COMMUNITY CHAMPIONS is a volunteering programme centred around projects that will improve your local area. The programme helps you learn new skills and increases confidence in work situations. WORKPLACE HUB is a drop in centre which provides support to Newham residents, matching skills and job aspirations with local vacancies.
FIND OUT MORE: visit www.east-thames.co.uk/ete or talk to our employment and training team today about the service that’s right for you. sbs8522 www.east-thames.co.uk 2221 or email ete@east-thames.co.uk 8Call 020
Online buzz
Elesha finds a route to work Elesha completed a work placement through our routes to work programme and now has a permanent job at Triathlon Homes. “East Thames supported me constantly. If there was something I needed help with they would be there. They push you to do your best and it makes you want to achieve the best that you can out of any situation.”
Did you know? We put all our job vacancies on our website. To see what vacancies we have and to apply, visit www.east-thames.co.uk/careers
online buzz
What’s g online happenin
Stay safe online
Many of our residents are using the internet more and more, especially those who receive Universal Credit, which must be managed online. Using the internet is quick and easy and can even save you money, but it’s really important that you protect your personal information online and look out for online fraud. East Thames will never ask you to provide personal details over email. If you receive an email asking for your bank details, passwords or other private details it’s probably a scam and you should let us know immediately, by calling us on 0300 303 7333. www.adviceguide.org.uk from the Citizen’s advice bureau has lots of useful information on how to keep your personal details safe online, as well as making sure your children are safe when using the internet.
Visit us online!
Going online is the best way to stay up to date with everything going on with East Thames and our residents. We post news, events, jobs, and all kinds of up-to-the-minute information. You can visit the East Thames news page www.east-thames.co.uk/news, follow @ EastThamesGroup on twitter or go to www. facebook.com/EastThames.
For all the latest news and information visit: www.east-thames.co.uk
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On the move
hot properties DNA, Custom House Have you always dreamed about designing your own home? Custom build is an exciting new way for you to design your dream home and our DNA development can make the dream a reality for you and your family. We will support you right through the process from the initial selection of your plot, to the point you move in. We’ll organise and manage the architects who will help you make the right design decisions, and we’ll manage the builders when it’s time to build your home. Our first site is in Custom House in east London where we have a number of plots for private sale and shared ownership. Register your interest at www.dnahomes.co.uk.
Parkland Place, Isle of Dogs A collection of five stylish apartments for shared ownership in a tranquil and unique location just minutes from Canary Wharf and perfectly placed next to acres of Parkland. Parkland Place is situated to the east of Millwall Park on the Isle of Dogs, close to Island Gardens DLR and Mudchute Park and offers a choice of 1, 2 and 3 bedroom modern apartments for shared ownership. The development will be launching in April 2015. For more information visit www.parklandplace.co.uk.
This is an East Thames show flat for illustrative purposes only.
The Dockyard, Poplar The Dockyard is a chic new development of 23 homes for shared ownership in Tower Hamlets.
These homes are right next to Bartlett Park and also close to Langdon Park DLR with connections to central London, Stratford, and Canary Wharf. Register your interest at www. thedockyarde14.co.uk or contact the East Thames Sales team using the details opposite. uyes.co.uk/b m a th ts a .e mes. Visit: www w.east-tha w w r o e om This is an East Thames show flat for or-rent-a-h -home. ving illustrative purposes only. co.uk/mo pm) 33 (9am-5 3 7 3 0 3 0 Call: 030 .uk thames.co ts a e @ s pertie m@eastEmail: pro lettingstea r o ) s le a s (for ings) .uk (for lett www.east-thames.co.uk 10 sbs thames.co
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On the move
Swap your home
My name is Flore and I am the Housing Options Consultant in the Lettings and Allocations Team. My main role is to help social housing tenants move to a home that is right for them. I help residents whose current home is too big for them, meaning they can no longer manage it or it has become too expensive as a result of the bedroom tax. I also assist tenants who are overcrowded as a result of a growing family. I meet with residents and take them through the different ways we could help them move. Mutual Exchange has become the best option to move as it can often be quicker than Choice Based Lettings. We have helped more than 300 households move using the HomeSwapper scheme. This is a nationwide exchange scheme where social housing tenants advertise their homes and swap with another willing partner. To find out more, visit www.homeswapper. co.uk. If you want to swap within east London specifically, visit: www.ellcchoicehomes.org.uk.
Homeswapper “My husband and I wanted to downsize and have found a lovely 2 bedroom house near our work location which will be much more convenient. The house is also closer to my daughter’s school and her Nan and friends. We are looking forward to starting afresh thanks to HomeSwapper” - Maria
Options that may increase your chance to move www.housingmoves.org.uk – This scheme, run by the Mayor of London, allows tenants to move out of their current borough and gives priority to those who are under occupying and in employment. www.houseexchange.org.uk – This is another exchange scheme for social housing tenant to advertise their homes across the UK. www.homefinderuk.org - This is a national scheme which can help tenants who are moving to take a better job or be closer to family.
Receive £500 if you move home! We are now offering a £500 to under-occupiers (people whose home is too big for them) who volunteer to move home. You are eligible if you complete your move using ANY of the schemes mentioned above. If you are considering moving home please call 0300 303 7333 or email lettings@east-thames.co.uk. You can find more information on your housing options at www.east-thames.co.uk/moving-home.
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Your home
Meet Interserve My name is Joseph and I’m a supervisor for Interserve. My job is to help manage the day to day repairs service. You might have met me – I am one of the people who visit residents to do pre-inspections to plan the repairs that need to be done in your home, and let you know who will be coming to complete them. I visit up to 40 households a week! My aim is to provide a first-time fix for residents and make sure you’re happy with the work out.
carried
are We know that the service we provide needs to improve but myself and everyone in my team or problem a have you If . working towards one goal – to make the service better for our residents to best our a question about the repairs service, please call us on 0300 303 7333 and we will do resolve it for you.
Window cleaning
Residents thank Interserve and Burleys
Our residents recently asked us to explain how frequently communal windows in blocks of flats would be cleaned. We will clean the inside and outside of windows in your communal areas and glass canopies every six months. In the future we will update you on our cleaning schedules by posting copies of our annual cleaning plans in communal areas where noticeboards are available. If you have any queries or would like to know when your planned maintenance services will be carried out, please contact your Housing Team on 0300 303 7333.
Residents thanked Burleys and Interserve for trimming the trees in the Victoria Street play area and said that their homes now receive more daylight and the area feels safer. Before
A new kitchen for Chant Square Chant Square, a scheme for residents with learning disabilities, receives a new kitchen as part of our ongoing planned maintenance programme. After
Before
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How we’re doing
Quarterly performance Oct - Dec 2014
Repairs and maintenance
X Customer service standards (*this does not include repairs performance)
96% of telephone calls into our customer contact centre were dealt with on the first enquiry. Target: 80% Result: 96% Breakdown: 31,050 out of 32,229 calls.
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85% of calls to the customer contact centre were answered within 20 seconds. Target: 90% Result: 85% Breakdown: 27,349 out of 32,229 calls. What we’re doing: Unfortunately high seasonal call volumes and staff changes affected performance this quarter. We’re ensuring that new staff are well trained and we’ve introduced a new repair diagnosis system to improve call turnaround times.
63% of customers were satisfied with works carried out to their property
Target: 91% Result: 63% Breakdown: 401 out of 632 residents surveyed. What we’re doing: Interserve has almost doubled the amount of engineers that deal with your repairs. We have implemented post-repair calls to check residents are happy with repairs, and are doing quality checks on estates.
X
61% of repairs were completed on the day of the first appointment.
Target: 83% Result: 61% Breakdown: 275 out of 448 residents surveyed. What we’re doing: If a repair isn’t completed on the same day it is often because the workman doesn’t have the right part or equipment. To reduce the risk of this Interserve are improving the way that they monitor and maintain their stocks of each.
Development and property
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Between October and December we finished work on 70 new homes.
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We’ve met our target
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We’re close to meeting our target
X
We’ve missed our target
Community programmes
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Between October and December, we delivered 179 employment and training sessions.
Target: 100 Result: 179 Breakdown: This quarter we had a total of 261 new customers attending our training sessions, 132 of these were East Thames residents.
Antisocial behaviour handling 42% of residents were satisfied with the way their ASB complaint was handled. Target: 50% Result: 42% Breakdown: 8 out of 19 residents surveyed. What we’re doing: We are implementing an ASB improvement plan which will focus on customer service. All cases are now reviewed weekly and residents are contacted and receive a home visit where possible.
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Target: 46 Result: 70 Breakdown: 60 in Havering (Harold Wood Hospital), 10 in Epping (Queens Road).
Note: All figures have been rounded to nearest whole number.
www.east-thames.co.uk
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Out & about
NEWHAM New Chief Executive Yvonne Arrowsmith meets East Thames’ residents to discuss her vision for the Group.
Barking and Dagenham Cllr Elizabeth Kangethe, Mayor of Barking and Dagenham helps Ros Alexander launch UKON, her careers service which she created with help from East Thames’ Starting Point.
NEWHAM Winsor Park residents enjoy a fun filled day with representatives from East Thames, Interserve, London Borough of Newham and other local services.
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WALTHAM FORE Members of our E Football Club and residents received courtesy of Leyton watch the team pl
TOWER HAMLETS Richard Blakeway, London’s Deputy Mayor for Housing, Land and Property visited New Union Wharf to meet with residents and to see the progress of the regeneration programme.
Out & about
EST East Living d football fanatic d free tickets n Orient FC to lay Scunthorpe.
TOWER HAMLETS Ocean estate residents attended the Meet and Greet event held by the East Thames resident involvement and neighbourhood management teams.
NEWHAM East London graduates celebrate completing the Construct Your Career programme run by Building Crafts College and East Thames.
Want to see your community, scheme or estate represented? Send your photos to marcoms@eastthames.co.uk. You could be featured in the next issue! Barking and Dagenham A Starting Point group launch Stevens-Johnson Syndrome awareness campaign at the House of Commons with MP Margaret Hodge.
TOWER HAMLETS Local children from Cubitt Town Junior School visited New Union Wharf estate to learn about safety on building sites.
For further details on these stories visit the news section of our website on www.eastthames.co.uk/news.
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Contacts East Thames
Local Councils:
Address: 29-35 West Ham Lane, Stratford, London E15 4PH (open Mon-Fri, 8.30am-6pm)
Barking & Dagenham: E: 3000direct@lbbd.gov.uk T: 020 8215 3000 W: www.lbbd.gov.uk
Newham: T: 020 8430 2000 W: www.newham.gov.uk
Customer contact centre: Customer Contact Centre: 0300 303 7333 (Mon-Fri 8.30am-8.30pm)
Essex: W: www.essex.gov.uk includes links to all district councils
Redbridge: E: customer.cc@ redbridge.gov.uk T: 020 8554 5000 W: www.redbridge.gov.uk
Email: info@east-thames.co.uk Repairs email: EastThames.Repairs@ interserve.com Web: www.east-thames.co.uk Facebook: www.facebook.com/EastThames
Harlow: E: contact@harlow.gov.uk T: 01279 446655 W: www.harlow.gov.uk Havering: E: info@havering.gov.uk T: 01708 434343 W: www.havering.gov.uk
Tower Hamlets: E: generalenquiries@ towerhamlets.gov.uk T: 020 7364 5020 W: www.towerhamlets.gov.uk Waltham Forest: E: wfdirect@walthamforest.gov.uk T: 020 8496 3000 W: www.walthamforest.gov.uk
about us East Thames is a registered social landlord and social regeneration charity with over 30 years’ experience of providing affordable homes. Our mission is to make a positive and lasting contribution to the neighbourhoods in which we work which we do through different parts of our business. We manage and/or own more than 14,000 affordable homes.
We give people a chance to succeed through community programmes that include: employment and training, art and culture, sustainable living, and health and wellbeing. We provide support and accommodation in over 80 schemes for people with a wide range of needs, including: older people, younger people at risk of becoming homeless, people with a learning disability or mental health needs, and women escaping violence.
For free translation of this magazine for East Thames residents, call:
Your housing options Speak to our housing options consultants if you want advice on moving, exchanging or downsizing your home. Call 0300 303 7333 or email lettings@east-thames.co.uk. You can find more information on your housing options at www.eastthames.co.uk/moving-home.
THAMES THAMES
www.east-thames.co.uk
THAMES
0800 952 0119
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