One Housing news

Our Customer Annual Review of the last financial year has been published.

The review provides lots of facts and figures showing how we’ve performed during the year and also describes the priorities that shaped our approach and our ambitions for the current year.

You can read the Review here.

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, if you’re a tenant, you can now use your online account to report issues related to heating such as problems with electric, gas or heat interface units, hot water, radiators, or thermostat.

Please note that between October-March, any heating and hot water related issues will be treated as an emergency, and you’ll be advised to call our Customer Service Centre.

Between April-September, you’ll be able to raise non-urgent heating, radiator and thermostat-related issues via the portal and book an appointment.

We also have self-help information videos available to help you resolve smaller issues.

We’re delighted to work with non-profit organisation Tutors United to provide free weekly lessons in Maths and English to school children in years 4, 5 and 6 (8-11 years old) over the 2022/23 academic year.

This service can have a huge impact on pupils who have fallen a bit behind and would like to improve their performance at school. Tutors United recruit and train university students to deliver exciting hour-long sessions that complement the national curriculum.

• After just eight hours of English tuition, EAL pupils progress on average two sub-levels in English.

• After 12 hours of tuition, pupils improve their performance in Maths by 35%.

Sessions will begin in October 2022, with a choice of online or face-to-face.

Online sessions will be available each day from Monday - Thursday, so we hope there will be a day that suits you. We will also have a limited number of spaces available for face-to-face tuition at the following venues:

• Flower and Dean Community Centre (Brick Lane - E1 6QT)
• Hillview Community Centre (Kings Cross - WC1H 8HJ)
• Virginia Quays Community Centre (Poplar - E14 2DU)
• Phoenix Heights Community Centre (Isle of Dogs - E14 9AR)

To register your child, click here. Spaces are limited, so sign up now to avoid disappointment!

During our Resident Engagement Strategy consultation residents told us they would like to get involved in shaping, scrutinising, and improving our services.

We now have a unique and exciting opportunity for two of our tenants 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. You’ll receive a renumeration of £3,250 per year.

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. This will include oversight of the delivery of our 2021-24 Customer Experience Strategy as well as overseeing our performance on customer services. You will work closely with other Independent Committee Members, Board members and the senior leadership team to make sure we achieve our objectives, while managing risk and delivering great services.

To learn more and to apply, please follow the link below. The closing date for applications is 6pm Monday 17 October 2022.

Apply today

Listening to our residents and ensuring your voice is at the heart of decision-making is very important to us.

We’re delighted to announce the launch of our new Resident Engagement Strategy which was co-created with residents to signify the start of a stronger partnership to improve our services.

The Strategy sets out new and enhanced ways of partnership working to meet the diverse needs of our residents and involve everyone more effectively in scrutiny, service planning, decision-making and service delivery. It also aims to strengthen community participation and engagement across all areas where we build our homes.

Read the Strategy

If you have financial difficulties, struggle to pay your bills or need help to replace household appliances, we are here to help.

Through our new £500K Helping Hand Fund, which is paid for by the Riverside Foundation as part of our partnership with the Riverside Group, we can provide small grants and other practical short-term support for households. Please call us on 0300 123 9966 or complete a self-referral form via your MyOneHousing account.

Following the recent confirmation of Her Majesty Queen Elizabeth II state funeral, it has been announced that Monday 19 September 2022 will now be a Bank Holiday.

As a mark of respect, One Housing offices will be closed on Monday 19 September 2022. Our out of hours service will be in place to respond to emergency issues. If you need to report an emergency repair, please call us on 0300 123 9966.

Please note that central London will be very busy and there will be road closures in place. This may have an impact on our ability to attend emergency appointments in some areas of London.

If you need to report a routine repair on the day, please use your MyOneHousing account or email us at ask@onehousing.co.uk.

E-bikes and e-scooters are becoming increasingly popular. Most are powered by lithium-ion batteries which can be charged in the home.

It is important when charging e-bikes and e-scooters, you do so safely to avoid a risk of a fire starting and putting your families and homes at risk. The London Fire Brigade has recently warned that they have seen a huge spike in fires as a result of electric bikes and e-scooters.

When charging your e-bike or e-scooter, it’s important to:

• Follow the manufacturer’s instructions and always unplug your charger when its finished charging.
• Ensure you have a working smoke alarm where you charge your e-bike or e-scooter.
• Charge batteries whilst you are awake and alert. Do not charge batteries over night while you are asleep or away from home.
• Always use the approved manufacturers charger for the e-bike or e-scooter. Buy an official replacement charger from a reputable seller.
• Do not cover chargers or battery packs when charging as this could lead to overheating.
• Do not charge batteries or store your e-bike or e-scooter near combustible or flammable materials.
• Do not over charge the battery.
• Do not overload socket outlets or use inappropriate extension leads.

Please note residents aren’t permitted to store or charge e-bike and e-scooters in communal areas as any items left there can block emergency exit routes and create a fire risk.

For more information on how to safely charge your e-bike or e-scooter, please visit https://www.london-fire.gov.uk/safety/the-home/e-scooters-and-e-bikes/.

If you were born on or before 25 September 1956, you could get between £250 and £600 to help you pay your heating bills. This is known as a ‘Winter Fuel Payment’.

The amount you’ll get will include your ‘pensioner cost of living payment’, ranging between £150 and £300. You’ll only get this extra amount in winter 2022 to 2023.

Please note this is in addition to any ‘Cost of Living Payment’ you’re entitled to. Claims will be accepted until 31 March 2023.

We have a unique and exciting opportunity for two of our tenants 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.

Please note: we have filled the homeowner position on the Customer Services Committee and so are now only accepting applications from tenants of One Housing.

The closing date for applications has been extended to 6pm Monday 15 August 2022.

Apply today