Dunstans Drive and Mermaid Close Estate Estate Management Plan - Your local offer
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Dunstans Drive and Mermaid Close
Estate
Estate Management Plan
Your local offerThe Plan This estate management plan details the
services available to our residents and
how they will be involved in monitoring
and evaluating the plan and sets
standards for communicating and
consulting on a regular basis.
The plan forms an agreement between One Housing Group and our
residents of Dunstans Drive and Mermaid Close, Winnersh, Berkshire.
More information about One Housing Group’s policies and procedures and
service standards can be found in the tenant/residents’ handbook and also
on One Housing Group’s website www.onehousinggroup.co.uk
What are the • To set out clearly the level of service you can expect to receive
objectives of the • To identify problems and improve services if needed
Plan? • To strengthen the partnership between tenants, residents and One
Housing Group and improve how we communicate and consult with
you
• To seek to resolve problems by working with our partners in the
area, such as the local authority, the Police, local businesses and
other public and voluntary organisations who can help to improve
and maintain a good quality of life on the estate
• To support One Housing Group’s residents in developing and
maintaining a community spirit whereby tenants and residents and
One Housing Group aim to eliminate, litter, graffiti, vandalism and
anti-social behaviour
• To be mindful at all times of Equality and Diversity. Where a need is
identified, One Housing Group will respond to ensure that an
appropriate service is provided tailored to meet an individuals
needs, for example producing this document in larger print
• To keep residents informed of the names and contact numbers of
all staff who deliver services to your neighbourhood.
1 One Housing Group Estate Management Plan Dunstans/MermaidEstate inspections Frequency of Meetings
Membership
• Neighbourhood Officer • monthly
• Estate Champion • joint inspection carried out by
Neighbourhood Officer
• Grounds Maintenance accompanied by a resident Estate
representative or Caretaker Champion.
as required.
• •
How will Types of communication Frequency
Residents be • One Housing Group’s • published quarterly
newsletter
kept informed? One Housing Group’s
• • onehousinggroup.co.uk
website
• letters • regarding major issues
• flyers/leaflets. • regarding specific events.
If you are You should: Contacts
unhappy with the • speak to your • Yasmin Khan
neighbourhood officer direct dial: 020 8821 5334
service you
receive • use the One Housing • Call 0300 123 9966, write to your
Group Complaints local office or by email:
Procedure complaints@onehousinggroup.c
o.uk
• contact your • Karen Pullinger
Neighbourhood Regional direct dial: 0208 821 5338.
Manager
• join your neighbourhood
officer on estate
inspections.
2 One Housing Group Estate Management Plan Dunstans/MermaidService Standards, Ground maintenance
We will Details and Contacts
our commitment • mow the grass fortnightly • Our grounds maintenance
to you (April to September) contractors are Housing
• trim hedges twice per year Solutions. The cost per
property for grounds
• trim shrubs once at the
maintenance is £2.02
appropriate time of the year
per week.
• keep shrub beds
appropriately weeded • Please contact your
Neighbourhood Officer,
• apply weed killer to hard
Yasmin Khan on 020 8821
surfaces (i.e. car parking
5334 if you have any
areas) twice a year
concerns regarding the
• litter pick and remove fallen performance of the
leaves at each Grounds contractors.
Maintenance visit.
We will also:
• clear illegally dumped
rubbish within seven days
• remove offensive graffiti
within 24 hours and other
graffiti within seven days
• these services may impact
on the service charge of your
property.
Anti-social behaviour (ASB)
We will Reporting ASB
• respond to all reports of • To report ASB, domestic
severe ASB, domestic abuse, harassment or hate
abuse, harassment and hate crime please call 0300 123
crime within one day 9966 or 020 8821 5344.
• respond to all other reports
of ASB within five working
days.
3 One Housing Group Estate Management Plan Dunstans/MermaidService Standards, Resident Involvement
We will Details and Contacts
our commitment • Offer a comprehensive menu of • To contact Yetunde Ayanwale your
to you involvement opportunities. Resident Involvement Officer please
call 020 8821 4532
• Provide clear information about
how you can become involved
with us.
• Offer support in getting involved.
• Recognise and value your
involvement.
• Provide opportunities to review
and challenge our strategies and
policies to improve our services.
• Consult with the following on
issues affecting the running of
your home: Area Boards,
Tenants and Residents
Associations, Scrutiny Panel,
Special Interest Groups,
Leaseholder Forums,
Maintenance Forum, Key Voices
and individual residents.
Repairs and maintenance
We will Reporting a repair
• Provide a 24 hour telephone • To report a repair please call
service to report emergency 0800 587 9941.
repairs.
• Ensure our contractors
follow a code of conduct.
• Respond to a report of an
emergency repair within two
hours and make safe.
• Respond to a report of an
urgent repair within three
working days (and complete
the works within five days).
• Respond to a report of a
routine repair within five
working days (and complete
the works within 20 days).
• Carry out a gas safety check
at your property at least
once a year.
• Publish a programme of our
planned maintenance works
once a year.
4 One Housing Group Estate Management Plan Dunstans/MermaidCustomer care We want…
• Residents to be given more information about how their complaints
are being dealt with and details of what went wrong and how it will
be put right.
• Staff to provide updates, keep residents informed, to ensure that
residents don’t need to chase for progress.
• Staff to return telephone calls within 24 hours (Mon-Fri).
• Specialist maintenance staff to be on hand to answer queries.
• Make staff contact details more accessible.
See our service Visiting our website
standards in full by: onehousinggroup.co.uk
Calling our Customer Contact Centre on
0300 123 9966
Calling your Neighbourhood Officer,
Yasmin Khan on 020 8821 5334.
5 One Housing Group Estate Management Plan Dunstans/MermaidUseful Contact At One Housing Group
numbers Customer Contact Centre 0300 123 9966
Repairs Hotline
[including out of hours emergencies] 0800 587 9941
Berkshire Duty Officer line 020 8821 5344
Neighbourhood Officer
Yasmin Khan 020 8821 5334
Resident involvement Officer
Yetunde Ayanwale 020 8821 4532
Maintenance Surveyor
Keith Bond 020 8821 5340
Regional Neighbourhood Manager
Karen Pullinger 020 8821 5338
Head of Regional Housing Operations
Sue Needham 020 8821 5330
Local numbers
Wokingham Borough Council 0118 974 6000
(general enquiries)
http://www.wokingham.gov.uk
Refuse and Waste Management 0118 974 6000
Citizens’ Advice Bureau 0844 499 4126
public@wokingham-cab.org.uk
Reading Credit Union 0118 958 5803
Thames Valley Police
(non-emergency) 0845 850 5505
For all emergencies dial 999
6 One Housing Group Estate Management Plan Dunstans/MermaidYou can also read
