Category Our services Show all
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Tackling noise nuisance
Our recently launched Noise App is having a positive effect on tackling noise nuisance. The smart phone-based App allows our Community Safety Team to easily review and manage ASB noise cases. Residents can use the App to submit noise recordings to us, enabling us to review the recordings and take the required actions.
Our Community Safety Manager, Lee Andrews says: “Since the launch of the Noise App we are already noticing a much more streamlined approach in respect of our noise related ASB investigations. We are in a position to resolve noise issues faced by our residents more quickly than before, and we are confident that the App will continue to help us deliver a better ASB noise service to our residents.”
Please note that as part of our commitment to tackle anti-social behaviour, we will be hosting a series of events for residents during the National ASB Awareness Week between 3-9 July 2023. Please follow us on Twitter and Facebook to learn more.
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Ivan’s pathway to work
Our Employment and Training Team is here to support you so you can take the next steps in finding the right job or career path for you.
The ‘Cleaning Academy’ has been one of our most successful recent training and employment support projects, just ask Ivan.
Ivan was being supported by Crisis, the charity for people experiencing homelessness, when he was offered a place on one of our day courses designed to provide people with the knowledge and confidence needed to apply for and be offered work in the cleaning industry.
He successfully passed the one-day course and impressed our training team who later offered him an interview. Successful at interview, Ivan has since been working for Churchill Cleaning at the Stratford Centre.
“I was desperate to find a job, not only for the money but for my sense of self-worth,” say Ivan. “When you have experienced having no fixed abode and no job, the world feels so bleak.”
You can read more of Ivan’s story on the Churchill Group’s website.
If you would like to access the Employment and Training service, please contact us at employmentandtrainingteam@onehousing.co.uk.
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Special newsletter: Tackling damp and mould in our homes
During the colder months, we all want to keep our homes warm. But damp and mould can appear if you don’t keep a small amount of fresh air flowing throughout your home.
As we’re committed to giving you and your family a safe, warm and comfortable place to live in, we want to reassure all residents that we take the issue of damp and mould extremely seriously and investigate every report of damp and mould thoroughly.
Please download the special newsletter that was sent to all residents.
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Maintaining trees in your neighbourhood
As a landlord and/or landowner, we have a legal obligation to ensure that trees don’t cause harm to members of the public and our residents and don’t damage any properties.
We must be able to access our properties/land to inspect trees periodically and make management decisions on these trees.
This means that:
- Where residents or resident management groups have previously managed trees belonging to One Housing, they will no longer do so.
- We will ensure that the tree inspector can access gardens or other external areas to identify tree problems. We will contact you if we need to request access to your property.
- We will undertake tree work that is identified to mitigate any significant risks. We will contact you if we need to request access to your property.
We all agree that trees are precious, and for that reason we will always engage with our residents over necessary tree works. We will also avoid unnecessary tree works or removals.
However, where we identify trees requiring work, we must be able to undertake these works in a timely manner. Where trees are removed, we will seek to replace them where it is practical to do so.
If you have any questions regarding these arrangements, or concerns surrounding the safety of any tree in your property, please contact us at ask@onehousing.co.uk.
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Closure of the Customer Service Centre on Thursday 9 March
Please note our Customer Service Centre is closed today due to training. To report emergency, please call us on 0300 123 9966.
Otherwise, if you need to speak to us, please email ask@onehousing.co.uk or use your MyOneHousing account. We apologise for any inconvenience caused.
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We take the issue of damp and mould in our homes extremely seriously
We are committed to giving you and your family a safe, warm and comfortable place to live in and want to reassure all residents that we take the issue of damp and mould extremely seriously and investigate every report of damp and mould thoroughly.
Following our partnership with Riverside, one of our key pledges was to invest an additional £2.5m in tackling issues like damp and mould. To support our work, we’ve created a new policy which outlines how we deal with this. You can download the copy here.
We’re also 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. This helps us ensure we put in place a plan to tackle any issues at an early stage to prevent the situation getting worse.
Please report damp and mould issues
We ask that you contact us as soon as you notice any signs of damp and mould so we can visit your property. Please send us photos and videos with your report so we can assess the extent of the issue. We’ll then attend within 10 days to carry out immediate treatment known as a mould wash. We’ll also provide practical advice for dealing with damp and mould.
If we need to investigate further, a surveyor will visit your home. They will identify what remedial works are needed and will put together a treatment plan to make sure the damp and mould problem has been fixed.
To report damp and mould, please use your MyOneHousing account or email ask@onehousing.co.uk. Alternatively, you can call us on 0300 123 9966.
If you need information in another language or if you require an interpreter to be present when we visit your home, please let us know.
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Our Customer Service Centre Christmas opening times
During the festive season, there will be some changes to our customer service centre opening hours. If you need to speak to us urgently to report an emergency repair, please call us on 0300 123 9966.
Please note that our office at Castalia Square will be closed during the festive period. Our Millwall office will be open on 28, 29 and 30 December between 9am-1pm. We will resume regular operating hours from Tuesday 3 January 2023.
Date Time Friday 23 December 2022
8am-4pm
Saturday 24 December 2022
Closed
Sunday 25 December 2022
Closed
Monday 26 December 2022
Closed
Tuesday 27 December 2022
Closed
Wednesday 28 December 2022
8am-6pm
Thursday 29 December 2022
8am-6pm
Friday 30 December 2022
8am-4pm
Saturday 31 December 2022
Closed
Sunday 1 January 2023
Closed
Monday 2 January 2023
Closed
Tuesday 3 January 2023
8am-6pm
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Update on the delivery of our Resident Engagement Strategy
During our Resident Engagement Strategy consultation residents told us they would like to get involved in shaping, scrutinising, and improving our services.
Following your feedback, we were pleased to support residents to create a new Scrutiny Panel which will review customer-facing services and recommend improvements.
The Panel Members held their first meeting on Wednesday 16 November 2022 and will shortly be deciding on their first inspection area. They'll need your help to learn more about how residents receive our services and to undertake the inspections. If you're interested in mystery shopping or feeding back about services, please contact our Resident Engagement Team via residentengagements@onehousing.co.uk.
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Change of our building insurance provider
As your landlord and the freeholder of the building, we’re responsible for insuring the building against damage.
Please note that from 1 December 2022, we’ve moved our insurance provider from Zurich to Protector. If you're a leaseholder or shared owner, you don't need to take out building insurance yourself as this is covered by your service change. If you experience damage to your property such as walls or ceilings e.g., following a storm, water leak or fire, please contact Protector. If you have a managing agent, please report your claim to them instead.
If, as a leaseholder you sublet your property, you should hold separate Landlord insurance. To make an insurance claim for a leasehold property, our insurer must speak directly with the leaseholder.
Please be advised that we don’t insure your furniture, electrical appliances or personal belongings such as jewellery or clothes – this is your responsibility.
We recommend that all residents think about taking out home contents insurance to protect your possessions against fire, flooding, theft and other risks, such as accidental damage. You can source your insurance through a scheme such as MyHome* or via an independent insurance provider.
*Please note we’re not affiliated to the My Home scheme and we provide their details for information only. We’re not involved in the provision of any cover.
Learn more about the insurance
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December 2022 issue of the Resident Newsletter
The December 2022 issue of our Resident Newsletter has been sent to our residents via email. If you missed it, you can now read it here.
This issue has lots of stories and updates for you including our new Noise App, Government’s cap on social housing rents, change of our building insurance provider, one year anniversary of our partnership with Riverside and recent updates to MyOneHousing portal.
We hope you enjoy the read.
To make sure you never miss an email from us, please check your spam folder and add ask@onehousing.co.uk to your email contact list. If you use Gmail, please check the 'Promotions' tab and drag your message to the Primary tab at the top of your Gmail interface to indicate it’s important.
