Resident Update - Winter 2024

Winter 2024

Resident Update Service updates and important information for residents

Residents Newsletter Resident Update

Edition 45 Winter 2024

Our partnership with Abri moves towards completion On 5 November 2024, Octavia’s shareholders voted in favour of a change of rules that would allow Octavia to join the Abri Group.

The shareholder vote followed a consultation with Octavia residents, who were positive about the partnership, and the approval of the final business case for the partnership by the Octavia and Abri boards.

Both boards agreed that by joining together, Octavia would be a stronger, more resilient organisation with the necessary resources to invest fully in homes and provide a high standard of services to residents.

This was echoed by our shareholders at a special general meeting, who recognised the potential benefits it would bring, especially in terms of our ability to improve the quality of our homes and services for the benefit of our residents.

It is anticipated that Octavia will join the Abri Group in mid-December 2024 following completion of a few remaining formalities.

Resident consultation The final business case for the partnership was finalised following a formal consultation with Octavia’s residents. Thank you to all of you who responded to tell us what you think.

percent said they were positive about Octavia joining the Abri group.

Only 10 percent did not support the partnership, with 24 per cent not expressing a view either way.

All feedback received was taken into consideration by the Octavia board in reaching their decision.

Invalid 3% Neutral 21%

Just under 7 percent of residents responded to the consultation, which was more than we anticipated and, in itself, positive.

Of those who responded, 66

Negative 10%

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Positive 66%

You identified your top priorities as: •

prioritising repairs and maintaining your home

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listening to you and responding more effectively when you contact us

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improving our services and your satisfaction with them

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keeping you safe

For more information about all the views expressed by residents in the consultation, please see the consultation report on our website here: www.octaviahousing.org.uk/ resident-consultation. Here, you will also find our updated Frequently Asked Questions (FAQs), which address extra questions raised in the survey responses.

Statement from Octavia’s Resident Panel homes delivered through a partnership with Abri.

“We spent a lot of time and energy over the last year working with Octavia and Abri to make sure that the commitments to residents matched your priorities and we are pleased that the response to the consultation was so positive.

“We recognise that not everyone who responded was convinced that this was right for Octavia, and some didn’t respond at all, but we want you all to know that everyone’s views are equally valued, and we want to make sure that we continue to listen.

“We are thankful for all the residents who took the time to provide their feedback. We understand that the number of responses was higher than would typically be the case for a consultation of this nature.

“The Octavia Resident Panel will continue to work closely with Abri and maintain regular communication with all residents as the partnership progresses. We want to ensure that your concerns are heard and addressed and to make sure that the commitments Abri made to residents in the consultation are being delivered”.

“We note that two thirds of residents who responded are in favour of the partnership, with 1 in 10 against. The results provide a very clear indication that residents want to see improvements to their services and

Statement from Octavia’s Board Chair, Stephen Jack: “Abri is a financially resilient housing association that respects our heritage and shares our values, as well as our commitment to the high level of services that we want to provide for our residents, and which we know they deserve.

“By joining the Abri Group, Octavia can look forward to being a stronger organisation, with the resources to build on our work of providing good quality homes and ensuring better lives for people living in London.”

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What joining the Abri Group means Abri is a high performing housing association based in the south of England, with homes in the counties of Berkshire, Dorset, Hampshire, Somerset, and Wiltshire. It has around 50,000 homes and other assets and provides services to around 140,000 residents. It has an A3 credit rating and a G1/V1 grading for governance and financial viability from the Regulator of Social Housing, which are the highest of these gradings for housing associations. Abri’s customer satisfaction scores are much higher than Octavia’s and are continuing to improve.

Octavia joins Abri as a subsidiary initially and the two organisations are due to fully become one over the next 12 months. The partnership does not affect your tenancy in any way and you should continue to pay your rent, and receive your services from us, in the same way.

We will keep you updated as the partnership develops.

Message from Abri’s new Regional Managing Director for London As start in my role as Abri’s Regional Managing Director for London, I want to take this opportunity to introduce myself to you, as I will have key leadership role for Octavia as it navigates its way fully into the Abri Group over the next year.

I am a housing senior leader who is passionate about affordable housing, having spent my entire working life in the housing sector. My experience has enabled me to see many examples of the impact of the housing crisis at first hand, from going out in the middle of the night to count rough sleepers, to supporting families in overcrowded homes.

successfully reach their goals; something I have found to be both professionally and personally rewarding.

I feel extremely privileged and proud to be part of Octavia at this key time in the organisation’s history. I’m excited by the opportunities the new partnership will bring and I am looking forward to working with residents as we focus on making improvements to our homes and services, as part of the Abri Group.

I am very aware of how hard a lack of access to good quality housing can be for people and the impact this can have on the communities where they live.

If you would like to contact me about any part of Octavia’s service, feel free to email me at update@octavia.org.uk

Previously, I have led housing organisations in need of improvement to

Mary Gibbons, London Regional Managing Director

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Keep your home warm this winter As the weather gets colder during this winter season, it’s essential to keep your home cozy and comfortable by ensuring all rooms maintain a reasonable level of heat throughout the day. This is for your wellbeing and to prevent your home from getting damp.

Here are some practical tips to help you stay warm while saving energy: • Make sure your heating system is working correctly and is kept at a constant temperature throughout the day. This is the most economical way to keep your home warm and comfortable • Close curtains and blinds at night to trap heat inside.

• Create warm zones by closing off unused rooms to concentrate heat in areas you frequently use.

Don’t keep your windows closed all the time – even a small amount of air flow through an open window for short period a time during the day will help keep your home damp free.

Always ventilate your home when you are washing or cooking.

If you are experiencing financial challenges with keeping your home warm this winter, you can contact our Financial Resilience Team for additional support at financial.resilience@ octavia.org.uk. For more information about how the team can help, go to: www.octaviahousing.org.uk/financial-support.

Fire safety: a guide for residents Fire safety is a crucial aspect in protecting your home and family. Knowing how to prevent fires and respond effectively in case of an emergency can significantly reduce the risk of personal injury and property damage.

We have a process of identifying any need for a Personal Emergency Evacuation Plan (PEEP) for residents who have mobility or other issues that may prevent them being able to leave their home unaided in an emergency.

Most fires are avoidable. However, in the unlikely event that a fire happens, the safety of you and other people living in your household depends on your being ready, so it is important that you know what to do and can escape safely.

We encourage residents to let us know if they, or a member of their household, would have difficulty leaving their home in the event of a fire - so that our housing team can carry out a risk assessment and put in a plan to support them.

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Keeping you safe in your home is our priority and reducing and preventing fire hazards is a responsibility we share with our residents.

Being alert to, and reporting, fire risks and prompt action to minimise them can

make a significant difference in preventing damage caused by house fires.

For more information on how we manage fire safety risk in our homes , please call our Customer Contact Team on 020 8353 5500.

You can report a suspected fire hazard online at: www.octaviahousing.org.uk/fire-hazard

Keeping your home fire-safe this festive season Don’t forget to think about ‘safety first’ over the holiday period. Here are some tips to help: Christmas lights • Always check your Christmas lights are in good working order before you put them up.

•

Ensure all lights, new and used, are working and they should carry the British Safety Standard sign. If yours do not, replace them with new ones.

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Avoid overloading electrical plug sockets and exension cables.

Decorations • Never place candles near a heat source or decorations, or any other materials that can catch light easily, and don’t attach decorations to lights or heaters as they can burn easily.

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Keep candles, lighters and matches out of the reach of children and pets, and never leave a lit candle unattended in a room.

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Choose a fire-resistant Christmas tree and place your tree away from heat sources like radiators and fires.

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Use sturdy candle holders that won’t tip over and never leave your candle on a flammable surface.

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Protecting your home from damp and mould such as cooking, washing, and even people breathing.

Condensation and mould in homes is usually more commonplace during colder months.

To help avoid a build-up of condensation in your home that could lead to damp and mould, it’s important to ventilate rooms regularly to allow excess moisture in the air to exit the property. The best way to do this is by opening windows regularly.

These unwelcomed intruders thrive in cool, moist environments, and you may notice a build up in areas in your home which are colder or where there is a lot of moisture e.g. in bathrooms and on the inside of windows.

You should also inspect your home for signs of dampness, musty odours and mould

A lot of mould in the home is caused by condensation from ordinary daily activities,

See our website for further tips on how to avoid condensation building up in your home: www.octaviahousing.org.uk/condensation

Other causes of damp and mould Some damp and mould problems are not related to condensation. They can be caused by something outside of your home. Leaks in your roof or water pipes, for example, can contribute to making your home damp.

condensation, damp or mould that you can’t deal with, report it to us so we can help.

For more information, and to find out how to contact us to report a problem with mould, visit:

We take dealing with damp and mould in homes very seriously. If you are experiencing a problem with

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www.octaviahousing.org.uk/ condensation-damp-mould

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Thinking of downsizing your home?

downsizing comes with a host of benefits, including:

Are you a Royal Borough of Kensington and Chelsea resident who has more bedrooms in your home than you need?

If so, why not join the growing number of people considering downsizing?

• Reducing the amount you pay in rent/ clearing rent arrears more easily • Reducing the cost of household bills • Relocating closer to work, family or new surroundings

Downsizing involves moving from a larger home to a smaller one, perhaps because your circumstances have changed or your children have grown up and left home, leaving you with extra bedrooms you no longer need.

• Moving to a more manageable or accessible home Kensington and Chelsea Council has a dedicated Housing Mobility Team, who are on hand to make downsizing simple and straightforward. The team can guide you through the entire process, from registration to searching for a suitable home and securing a successful move.

As well as freeing up your original property for homeless or overcrowded households and families living in temporary accommodation, you may even be able to benefit from a cash incentive to move and payment towards your moving costs.

To find out more about downsizing, including hearing from residents who have already successfully swapped their homes: • visit www.rbkc.gov.uk/housing/findinghome-and-housing-options/yourhousing-options, or • email the council at: HousingMobilityTeam@rbkc.gov.uk • you can also call them on 07712 530044, or 07854 112151.

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Pension Credit What is Pension Credit?

Pension Credit is a benefit that can be claimed by pensioners that is separate from your State Pension. It provides extra money to help with your living costs if you’re over State Pension age and on a low income.

Pension Credit can also help with housing costs such as ground rent or service charges.

You can be eligible for Pension Credit even if you have other income, savings or own your own home.

How much could I get?

Pension Credit is worth, on average, £3,900 a year. You might get extra help if you’re a carer, severely disabled or responsible for a child or young person.

You can use the Pension Credit calculator to find out if you’re eligible for Pension Credit and how much you could get: www.gov.uk/pension-credit-calculator

How do I apply?

You can apply for Pension Credit online at www.gov.uk/pension-credit or by calling the Pension Credit claim line 0800 99 1234. You’ll need the following information about you, and your partner if you have one: •

National Insurance number/s

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Information about any income, savings and investments you have

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Information about your income, savings and investments on the date you want to backdate your application to (usually three months ago, or the date you reached State Pension age if this is sooner)

Depending on how you apply, you may also be asked to provide your bank or building society name, sort code and account number. You can find out more about Pension Credit by visiting www.gov.uk/pension-credit/how-to-claim.

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Preventing anti-social behaviour We want all residents to experience a good quality of life living in our homes. This is a priority for us and that’s why we take anti-social behaviour (ASB) seriously.

We encourage everyone to be tolerant of other people’s lifestyles, and we also ask that everyone is aware of how their behaviour can adversely impact their neighbours.

ASB is behaviour that is disruptive to you or your friends and family, causing serious nuisance to a person or household in or around their home. It can make life unpleasant for people. It can also make residents fearful of, or create a risk of, harm in their communities.

Not all behaviours are classed as ASB • For example, everyday sounds, children playing, cooking smells, occasional social gatherings are not classed as ASB. • Neither are lifestyle differences or neighbourhood disputes.

Examples of ASB can include: •

public disorder

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noise complaints

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littering

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dumping rubbish

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intimidation

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harassment, or

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bullying

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You can report ASB online at: www.octaviahousing.org.uk/report-asb You can also call us on 020 8354 5500.

To find out more about our approach to tackling anti-social behaviour go to: www.octaviahousing.org.uk/asb

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Be aware of tenancy fraud Tenancy fraud is when a tenant provides false information to gain an Octavia home. It is a criminal offence which can mean a prison sentence.

Tenancy fraud includes: •

Subletting

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Not being truthful to get a tenancy

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Selling keys to a home

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Not living in the property

Unfortunately, several cases of tenancy fraud in our homes have come to light recently. We take tenancy fraud seriously and will investigate and act if we believe that somebody is subletting their Octavia home, or if they are residing elsewhere.

Our homes are provided for those in the most housing need and should be somebody’s principal and only place of residence. If we have strong evidence that someone has committed tenancy fraud, we will take steps to recover the property. This could include starting legal proceedings to end their tenancy.

If you suspect tenancy fraud, please contact us to report this on 020 8354 5500.

You can also report your concerns anonymously to our tenancy fraud hotline 020 8354 5575 or via the website: www.tenancyfraudforum.org.uk

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Keeping communal areas tidy A clutter-free space enhances the environment around your home. It shows respect for your neighbours and ensures everyone can move around your building safely. We kindly request that personal belongings are not left in communal areas inside and around the building where you live.

Please help us keep our communal areas neat and tidy. By working together, we can maintain a safe, clean, and pleasant environment for everyone.

Want to give us your feedback on estate services for your block? Use this QR code to tell us how we are doing.

Clutter can obstruct exits and hinder access into and out of the building in the event of an emergency, so if we find items left in communal areas, we remove and dispose of them. The cost this will be passed on to all the residents in the block.

Reporting a complaint We are committed to providing our customers with a good service and listening to your feedback to learn where we need to improve. However, we accept that there are occasions when we may not meet our customers’ expectations.

When things go wrong, we welcome the opportunity to listen to, and understand, your concerns so that we can act to put things right.

We also look for your feedback when we have provided good customer services, so that we can recognise this and learn from it too.

If you wish to make a complaint against our service, you can do this online through our website at: www.octaviahousing.org.uk/complaints You can find out more about our complaints process and further ways to make a complaint on our website here: www.octaviahousing.org.uk/complaints-roadmap

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Resident Panel update

The Resident Panel met at the end of November to review the progress made in the Abri Partnership process. After reviewing feedback from the resident consultation, which took place over the summer, and being informed that the Octavia board and shareholders have approved the partnership, the Panel agreed the statement that appears in your update newsletter.

The Panel also heard about plans to expand the range of ways that residents can influence the service through estate walkabouts, resident service audits and scrutiny of the way we respond to complaints.

The Panel also met with Mary Gibbons, the new Regional Managing Director, and invited the Head of Housing to hear about the positive changes taking place within the teams dealing with Anti-Social Behaviour and Tenancy Fraud. The positive changes include increased resources, improved communication with residents and more visibility of officers to help residents to enjoy their homes in peace.

If you have an issue that you would like to highlight with the Resident Panel, or if you would like to know more about how you can get involved, contact us at: be.involved@octavia.org.uk

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Your guide to our holiday services There will be alterations to our services over the Christmas and New Year holiday periods.

Information on how to contact us during this time is detailed below.

Emily House Our offices at Emily House will be open until 5pm on Tuesday 24 December. They will remain closed until Monday 6 January.

General enquiries Telephone lines to the Customer Experience team will be open until 5pm on 24 December.

The call centre will be open again with a limited service on December 27, 30 and 31 (between 10am and 4pm). Call us on 020 8354 5500 during these times. The call centre will also be closed for the New Year Bank Holiday on Wednesday 1 January 2025.

Emergency repairs Our out-of-hours, emergency repair service will operate from 12.30pm on 24 December, right through the holiday period. Please report all emergency repairs in the usual way on 020 8354 5500.

Non-urgent repairs This service will be closed from 12.30pm on 24 December. It will be open again with a limited service on December 29, 30 and 31 (between 10am and 4pm). The service will also be closed for the New Year Bank Holiday on Wednesday 1 January.

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Sheltered and housing for older people If you need to speak to your scheme manager over the holiday, please call the Customer Experience team and ask to be put through to the care and support duty officer or manager.

For residents with a warden call alarm system within your home, in an emergency please use your pull-cord system to alert the emergency team, who will direct your call to the appropriate service.

All our usual service hours will resume on Thursday 2 January.

Local support services Organisation

Contact details

Adult Social Care - Westminster Council

020 7641 2500 or text on 07944521615

Adult Social Care - RBKC Council

020 7361 3013 - Social Services Line (MondayFriday 8:30am-5pm) 020 7373 2227 - Emergency Social Worker (out of hours service)

CALM

0800 58 58 58 (open 5pm-Midnight, 365 days a year)

Silver Line Helpline

0800 470 8090 (open 24/7)

Mind Helpline

0300 123 3393 (open Mon-Fri 9am-6pm, except for bank holidays)

Citizen’s Advice Bureau National Advice Line

0800 144 8848 (open Mon-Fri, 9am-5pm, except for bank holidays)

Dementia Connect Support Line

0333 150 3456 (open Mon-Wed 9am-8pm, ThursFri 9am-5pm, Sat-Sun 10am-4pm)

SANEline

07984 967 708 (open 4pm-10pm every day)

Samaritans

116 123 (open 24/7)

Victim Support

08 08 16 89 111 (open 24/7)

Morrison’s

0345 611 6111 (press 5 - service requires payment)

NHS out of hours

111 (open 24/7)

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What do you think of this update?

Let us know at: update@octavia.org.uk Please contact us if you need any part of this information in Braille, on audio tape or explained in a different language.

Contact us Repairs: 020 8354 5500 (including emergency out-of-hours) Complaints: www.octaviahousing.org.uk/complaints Customer Experience Team: 020 8354 5500 www.octaviahousing.org.uk Octavia Emily House 202-208 Kensal Road London W10 5BN

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