One Voice

Welcome to our latest news round up for residents.

Our £250K Community Fund is now open. Bid now!

Do you run a TRA, community group, or club that supports One Housing or Riverside residents?  

If so, you could benefit from our new £250,000 Community Fund. 

Through the Riverside Foundation, we’ve made £250,000 available in 2022/23 to help fund projects that promote opportunities and wellbeing and tackle poverty in our communities. 

There are three levels of funding: 

• under £3,000, which has a relatively simple bidding process 
• between £3,000 – £10,000, which requires slightly more input  
• grants above £10,000, for which we’ll require some more detailed information to ensure the money will make a really big difference to our residents. 

There’s no closing date and we’ll come back to you as soon as we’ve assessed your application. 

For more information, or to request an application form, please email residentengagements@onehousing.co.uk. 

New digital platform for residents

During our Resident Engagement Strategy consultation residents told us they would like to see a wider range of online opportunities to talk to and engage with us about services and issues that concern them.  

Following their feedback, we developed a digital platform – One Community – which will be available to all residents via your MyOneHousing account. You'll be able to use the site to find out what’s happening in your local community, take part in discussions with fellow residents, and share your ideas on how we can improve our services. This will make it easier for you to get involved as you can spend as much time as you like to have your say and make a difference. 

We’re currently testing the new space with a small group of involved residents and are continuing to make improvements based on their suggestions. We also plan to add more local areas within the site to ensure that all residents are able to connect with their communities. 

We’ll be sharing regular updates on how the platform is developing and will contact you directly to notify you when you can start using the new space.  

Join us at the induction day for involved residents

Residents have told us they want to be involved in shaping and improving services. We have been working with our Residents Associations and Resident Panels to look at activities to support this. 

If you’re interested in being involved in your local community or want to help us shape our services, then come along to our Involved Residents Induction Day on Saturday 6 August 2022, 10am-4pm, which will take place at the Arlington Conference Centre, 220 Arlington Road, London, NW1 7HE. Lunch and expenses will be included.  

Places are limited so to book a place or for more information, please email residentengagements@onehousing.co.uk . 

More services available online in your MyOneHousing account to improve your experience

We’ve been working hard to improve MyOneHousing, our safe and secure self-service portal, to enhance your experience and offer more services.  

As things can sometimes go wrong and need repairing, you can now use your online account to report issues related to plumbing, leaks or water pressure and to book an appointment with our specialist team at a time convenient to you.  

You can also make an application to take in a lodger as well as request permission to make home improvements, run a business from home, or keep a small pet.  

If you’re a tenant or leaseholder with credit balance, you can also request a refund via “Ask for refund” section. Please note this won’t be available to you if you’re in arrears.  

We are encouraging all residents to sign up for MyOneHousing – do look out over the coming months as we introduce more services that you can access online. 

To register for MyOneHousing, you'll need to be the named person on your lease or tenancy agreement. If you’re a joint tenant or homeowner, you can each register separately with your own email address for full access to your account online. 

You’ll also need the following details: your agreement reference which you can find on any correspondence we've sent you, first name, surname, date of birth and email address. 

Join our governance structure as a Resident Customer Services Committee Member

We have a unique and exciting opportunity for two of our residents to join the One Housing Customer Services Committee. Putting your skills, passion and experience into practice, this governance role will allow you to make a valuable contribution to the delivery of our strategic objectives.  

As a Resident Committee Member, you’ll make an important contribution to the Committee with wide-ranging responsibilities for scrutinising and reviewing customer-facing policies, performance and service delivery.  

The closing date for applications is 6pm Monday 8 August 2022. 

Money matters

Feeling the cost of living strain?

We are now in the midst of a cost-of-living crisis – everything from filling up your car to paying for gas and electricity is becoming more expensive. We know things are really tough for a lot of our residents at the moment, so we’re here for you. 

Through our new partnership with Riverside, we’ve made additional funds available to support you. This includes: 

— a new annual £500k Helping Hand Fund to support residents in need 

— a new £250k Community Fund for groups to bid for to fund projects which will support residents. Details of how to apply are available in the first article.  

How you can access support 

From help with paying your rent and managing your debt, to training and finding your dream job – we’re here to help.  

MONEY and BENEFITS

It’s never been more important to keep on top of your finances. This is where our Welfare Benefits Advisors can really help. 

We can help you understand what benefits you’re entitled to, whether you can get help with council tax and how the change over to Universal Credit can affect you. 

To speak to a member of the team, give us a call on 0300 123 9966. 

RENT

No-one should have to worry about losing their home. In these challenging times it’s more important than ever to get help.

If you’ve had a change in circumstances and are struggling or worried about keeping up with your rent, you can reach out to our dedicated team for support.  

Please call us on 0300 123 9966 or email ask@onehousing.co.uk.  

EMPLOYMENT and TRAINING

Tackling training or job hunting can be a daunting task, but our specialist team can give practical help in writing your CV, prepping for interviews, help to further your career and provide apprenticeship and training opportunities.  

Here is the feedback from residents who gained employment following our barista training, which we have been running in partnership with the Change Please Foundation.  

“The training was really good. I love the job and great pay with an amazing view.” -Kierra 

“I found the Barista training exciting. It is a stepping stone to further my career and I am finding my new role satisfying. I am learning new skills and building my confidence.” -Noel 

“It was a great place to learn what a great Barista could do.” -Karys 

To learn more about our service and to sign up, please visit https://foundation.onehousing.co.uk/employment.   

Case study: Supporting our residents

A resident with severe learning disabilities needed high levels of support with their application for Housing Benefit as they were unable to read or write. Their application was rejected and passed on to Universal Credit, who then passed it back to Housing Benefit. This process continued for several months while their arrears reached over £6,000 in total. 

How did we help 

Our team applied for an advance payment from Universal Credit and worked closely with the Local Authority Homelessness Prevention Team. 

We applied for a Discretionary Housing Payment to assist the tenant with their shortfall due to the Bedroom Tax, and worked with solicitors, their GP, and support workers to access supporting documentation. 

The Homelessness Prevention Team agreed to support with the payment of the arrears and the tenancy has been maintained. 

Working with you to improve our services

Getting our services right is our top priority. Here are the improvements we implemented thanks to your feedback.  

Improve your responsive repairs service 

To improve our first-time fix rate, we now have better and immediate access to parts by collaborating with the Buildbase supply chain. They’ve committed to deliver parts when operatives are on site within 30 minutes to remove the need to book follow-up jobs. We have also launched pop-up storage facilities at key locations based on where we have identified high demand for repairs. This allows us to have stock readily available when operatives need them, by-passing delays that can often occur with suppliers and removing the impact on customers having to facilitate additional follow-up appointments. 

In addition, we have reduced the number of sub-contractors working for us from 30 to 4. This enables greater transparency and accountability of the repairs service delivery and performance to our customers. 

Improve communication and service received from Allocations and On-boarding team 

We are committed to putting our residents at the heart of everything we do. Our residents are all different, with different circumstances and needs, but our aim is the same – to deliver consistently good services to everyone so you can receive a positive interaction every time you contact us.  

To deal with the delays which have previously occurred while managing transfer requests, we have now automated the service to allow you to submit your application and track its progress via your MyOneHousing account. This will improve your experience and reduce the need to call us for follow-up.  

Improving your complaint handling process 

We have introduced an updated Complaints Policy following the updated Housing Ombudsman Complaint Handling Code 2022 to ensure full compliance, improved accountability and ownership. 

We have also reviewed the way we capture reasons for complaints to enable us to better scrutinise these and understand the drivers. This will enable us to target root causes more effectively and work with service areas to implement continuous improvement as part of the service improvement framework. 

Looking after your home

The effect of moisture on your home

We all want to live in a nice, clean, well-maintained home that we can be proud of. There’s no doubt that our biggest challenge in trying to ensure all properties are kept at their best is unquestionably... water.  

Water can have a damaging effect on a home if not piped, plumbed and managed properly.  Where that happens, it can cause damp, mould and condensation which can have a damaging effect on both the property and those living in it. 

Our investment  

As part of the new partnership between Riverside and One Housing, one of our key pledges was to invest an additional £2.5m in tackling water-related issues like damp and mould.  

So, how are we putting that money to good use? Take a look below. 

£1.5m for ventilation  

Some moisture is inevitable in every home – like the steam that comes from your shower. The key to ensuring it doesn’t affect the fabric of the property is ventilation – ensuring air circulates around the home to dry out the moisture. So, we’re investing an initial £1.5m in ventilation in the properties that need it the most.  

£50k for training and equipment  

We’re training all our teams – not just repairs people – to spot signs of damp, mould and condensation so, if they visit your home and spot a warning sign –they can report it so we can put in place a plan to tackle it at an early stage to prevent the situation worsening. We’re also buying new equipment that can test for signs of moisture.  

£30k for building surveys  

We’re working to make sure that our properties are safe and dry by completing detailed surveys using an expert team. If you report an issue with damp, our first action will be to complete a building survey. 

£5k for IT software for true property identification  

We’re investing in new technology such as smart thermostats which allow us to collect more data and predict where damp and mould may begin to develop. 

Tacking the problem - How can you help

If you’re worried about condensation or damp in your home, there are some simple things you can look out for which help to identify a problem. There are also some key things you can do to prevent problems from ever occurring.  

Take a look at our checklist and tips below and have a look around your home. If you have any concerns after following these measures, please call us on 0300 123 9966 or email ask@onehousing.co.uk so we can arrange an appointment to visit your property for an inspection.  

Checklist - keep an eye out for...

• Streaming moisture on windows and walls.  

• Damp areas appearing on walls.  

• Peeling wallpaper.  

• Blackened window frames.  

• Soft furnishings and fabrics start to show signs of mould. 

Tips for preventing moisture-related problems

• Heating your home is key. Leave your central heating on a low setting during colder months.  

• Avoid paraffin or Calor gas heaters as an alternative to central heating as they can add moisture.  

• Try to avoid drying clothes inside and over radiators. If you don’t have outside space, then place clothes on a rack in a room next to an open window and close the door.  

• If you have a tumble dryer, make sure it is properly ventilated and that the condenser is regularly emptied. 

• Ensure the bathroom extractor fans are always switched on. 

• Wipe away any condensation from windows and doors to prevent mould.  

• Keep your furniture away from walls to allow air to flow around.  

• Cover your pans when you’re cooking and leave your extractor fans on. 

And finally…  

Heating your home effectively using your central heating is the most important preventative measure you can take. However, we also know that energy prices are at an all time high and many residents are facing real financial challenges to meet the cost of recent price rises. If you’re struggling with energy costs, please visit our website for advice on how to get help. 

Delays to lift repairs due to a global shortage of parts

We know that some of our residents experience issues with lifts in their blocks. Unfortunately, we are not always able to repair them as quickly as we would like due to a global shortage of components such as drivers, control panels, relays, push stations and buttons.  

This delay is likely to last for the next few months and affects everyone, not just One Housing.  

Our contractors are working hard to find replacement parts from a variety of suppliers to reduce repair times wherever possible. 
 
We appreciate your patience and understanding while we work to find solutions to this issue. 

Your safety at home

If you have window opening restrictors, please use them. 

If you have a balcony, keep the door locked when you are not using it. 

Please also consider installing a child-proof gate that you can keep locked when you are not in the room and don’t want to lock the balcony door. You must never allow young children access to a balcony when an adult cannot be present. 

More balcony safety tips 

Supporting you in your home

Bringing fibre to your home

As the world becomes more and more digital, we understand you need access to super-fast broadband. 

That is why we are working with cable providers and telecommunications consultants to devise a planned programme of works to put ‘fibre’ (the new cables replacing the old copper cables) in our blocks by 2025. 

This means we will improve the quality and efficiency of the networks that bring internet and media content into your homes. It will also ensure you have a choice of internet provider, package and price. 

However, as the installation of cabling can be complex, cable providers are required to provide us with technical, legal and health & safety information before we authorise any works.  

Find out more 

Your safety in the community

Our community

Local MP Apsana Begum, Deputy Mayor of London Borough of Tower Hamlets Maium Miah and Councillor Saied Ahmed opened the new 'Jubilee Orchard', and the event was covered by Canada's 'Global News': https://bit.ly/3Hjl0vN.

Rohul Miah, Resident and Engagement Officer for the Island Region, said: “This event brought the whole community together. It was great to see such a diverse group of people getting into the spirit of the Jubilee, and we’re looking forward to holding similar events in the future.”

Kidwell’s Close Platinum Jubilee Party

Residents in Maidenhead kicked off the Queen's Platinum Jubilee Weekend on Friday 3 June with a day of fun, laughter and dancing at Kidwell's Close.

One Housing Resident Community Champion Ray Gilder organised the event together with his wife Pat, and residents from The Spens and Kidwell's estates.

The day involved live performances, raffle prizes, and a toast to the Queen while residents sang the national anthem. Several bottles of Prosecco and strawberries were also kindly donated by Tesco.

Marie-Noelle Djoma, Resident and Engagement Officer for the West Region, said: “The event was a great success and we had a lovely day of fun and laughter. It was great to see our community coming together to celebrate the Platinum Jubilee. Thank you to all the residents who helped out, especially Philip, Carol and Pat!”

Protheroe House gets a makeover

Volunteers from Moorhouse Management Consultants visited our Care and Support home Protheroe House, Haringey, this month to give the garden area a complete makeover, clearing weeds and straightening out the trees.

Mohammad Khan, General Manager of Esther Randall Court, said: "As the UK's largest music therapy charity, Nordoff Robbins are renowned in their field, and we're absolutely thrilled that they have generously donated their time to help our residents. We look forward to hearing what they think!"