MyQuestions

Getting StartedWhen will work start on the estate?Construction work is scheduled to start inApril 2009 just after the site compound isfinished. Our priority will be the outstandingand urgent repairs.

How long will it take?Construction work is scheduled forcompletion in either April 2015 or December2014 depending upon which of our twodesign schemes is chosen.

If it takes longer than you state willthere be any form of compensation?If there are significant and unwarranteddelays the Authority can arrange for othercontractors to complete the work. If majorconstruction work is delayed, residents canclaim compensation for any financial lossand claims will be dealt with on a case-by-case basis. If the refurbishing of ahome is delayed, the resident can claimcompensation. Naturally, uncompleted majorconstruction work will not be paid for.

How do I get involved with the finaldesign of the estate?All residents will be informed by a dedicatedCommunity Regeneration Team ofopportunities to join the consultativeprocess. In the meantime, we would be gladto hear your comments and answer yourquestions about our scheme. Contact us onmyattsfieldnorth@servitehouses.org.uk.

Who decides which part of the estategets worked on first?The construction work has beenprogrammed to take as little time aspossible, minimise disruption and ensurethat residents are only moved once. Thelocation of existing buildings, the vacantareas around the site and the schemedesign are also significant considerations.Taking everything into account, the optimumplace to start is in the south west of theestate and work towards the north east.

How do I get involved with the day today management of the estate?Your involvement is central to our schemeand your first step will be to get in touch withus to let us know you do want to get involved.Specific opportunities to make a genuinecontribution to the project include joining theMyatts Community Trust (a residents’ forumwith residents supplying a third of itsmembers) or the possibility of accompanyingus on monthly estate inspections.

When will the bidding phase finish?The preferred bidder will be announced inAugust this year.

Can we have a say in naming the newstreets and the name of the estate?This will be decided by Lambeth inconsultation with residents. We will happilyassist in anyway we can.

How do I know whether my commentson the estate have been listened to?We will let you know as part of our ongoingcommunication whether or not we havebeen able to accommodate your individualsuggestions – and why. Commentsconcerning your own property will beanswered by your designated ResidentLiaison Officer.

Are the problems of sewage, floodingand puddling going to be addressedearly on?Major infrastructure work will put apermanent end to these problems. Many ofthe persistent problems, particularly sewageand flooding, will be sorted in the first threemonths of work starting.

Will the problem of rat, pigeon andcockroach infestation be resolved?The regeneration of the estate will solve theinfestation problems and special measureswill be taken during demolition to preventrats migrating to other areas.

How is traffic and parking goingto be managed?Our scheme incorporates measures fortraffic calming, well defined pedestrian areasand parking that is safe and secure.

I didn’t get on with my neighbourspreviously; will they be my neighbourswhen I move?We will do everything possible toaccommodate people’s preferences. Youshould, however, discuss such problemswith your designated Resident LiaisonOfficer as soon as possible.

How are you addressing the removal ofhousehold waste?Your new kitchen will provide an area to sortout waste and our scheme remediesproblems with bin stores and their location.Recycling areas will be repositioned andadditional ones installed. These areas willalso be actively managed to minimiselittering and dumping.

Safe & SecureHow have you addressed safety andsecurity in my refurbished/new home?All homes will be protected by the fitting ofsecure locks to doors and windows.

How have you addressed safety andsecurity on the estate?Our regeneration scheme has beendesigned to address these vital issues. Thedesign of the estate will get rid of rat runsand back alleys and will greatly improve thelighting.Servite’s full-time and proven Anti-SocialBehaviour Team will be there to deal withproblem behaviour, backed up by its ownlegal team to fast track the prosecution ofoffenders. We’ve all ready spoken to the

...answered by the Partners team

local Police (and other anti-crimeorganisations) about our plans and havewritten assurance they will actively supportus with an increased and sympatheticpresence including night patrols.Finally, Servite is one of only five housingassociations selected to pilot a FamilyIntervention Project (FIP) aimed at helpinganti-social behaviour offenders to changetheir behaviour. The FIP team will beavailable from day one.

Rent and RatesWill the cost of electricity and heatingstay the same?We can do nothing about changes in theactual cost of energy, but our EnergyServices Company will be regularlybenchmarked against similar suppliers toensure we remain highly competitive. We willuse modern materials and install enhancedinsulation in both the new and refurbishedhomes which will help save energy and thusyour bills .

When I get my new refurbished home orbrand new home will my rent go up?Will I get a new Tenancy Agreement, willit be the same as my old one?Rents will be set by the LB Lambeth whohave advised that neither the regenerationitself nor which scheme is chosen will triggera rent increase. Rent Increases will occur inthe normal way.LB Lambeth is reviewing a proposed newgeneral Tenancy Agreement for all theirtenants across the Borough which wouldinclude all the tenants on the estate. Thispossible change, however, is not connectedto the estate’s regeneration.

DisabilityI am disabled. Will my refurbished ornew home have all the relevantadaptations?All new properties for the disabled will befully adapted in accordance with LBLambeth’s Occupational Therapist’sspecifications.

Will I have to be moved to temporaryaccommodation while my home is beingrefurbished?Not necessarily – moves to temporaryaccommodation will be considered on acase-by-case basis. Your designatedResident Liaison Officer will discuss thematter with you in good time.

If I am moved to temporaryaccommodation, will it have disabledfacilities?Of course.

My home is dueto be demolishedCan I choose my new home?There can only be a limited choice becauseof the constraints of the Housing NeedsAssessment and the logistics of the newbuild and demolition work. We will, however,do our best to provide you with the homeyou want.

When will I move?This depends upon where you are currentlyliving. A specific schedule is available by emailat myattsfieldnorth@servitehouses.org.uk.

How much compensation will I get?£4,600 statutory compensation (currentamount) will be paid. Additionally, we willhelp with mail redirection, utility notificationand making arrangements with a reputableremoval company. We will supply you withfree packing boxes and the actual removalwill be free.

If I substitute my own fittings to those inplace when I move in will you still carryout any repairs? (Taps, new cupboardhandles)Permission to install your own fittings needsto be granted by Partners in the same wayLB Lambeth did. Permission will be grantedsubject to you signing a tenant waiverwhich makes you responsible for yourown installation. If your own installationsubsequently needs repair, we will ensurethere are no health and safety issues. Ifthe item needs to be renewed we will doso, but to our own standard.

Are the new home layouts ‘traditional’?In a word – yes.

My home is dueto be RefurbishedHow much cupboard space can I have?Our kitchen designers and Resident LiaisonOfficers will discuss the layout of your newkitchen and as much cupboard space aspossible will be incorporated into the design.

What are my options?You will have a choice of colour for thekitchen units, drawers and walls. Worktopswill come with a choice of colour and finishand there will four different tiles to choosefrom. Four paint colours will be available foryour bathroom and you will also have achoice of colours for the floor vinyl.

MyQuestions

How long will it take?Each property will be different as the amountof time required will depend upon the severityof the necessary repairs. For example, ahome with a damp problem will take longer torefurbish. Generally, work should becompleted within 12 weeks.

Do I get any compensation?You will be entitled to compensation shouldthe refurbishment work not be completed ontime and your designated Resident LiaisonOfficer will help you with your claim. You willreceive a booklet before work starts explainingwhen and how compensation can be claimedand details of the appeals procedure.

If you damage any of my possessionswhen refurbishing my home who willdecide what level of compensationI will get?Your claim should be reported to yourdesignated Resident Liaison Officer who willforward it to our Site Manager. They willdiscuss the claim with you and agreecompensation based on replacement costshould the contractor be shown to havebeen at fault.

How often will I get a visit from aResident Liaison Officer?Once your turn comes, your designatedResident Liaison Officer visits will becomemore frequent and once we start work inyour home or you are preparing to move,your Resident Liaison Officer will be availablefor daily visits.

If my home is refurbished who decidesif all the work is to standard and whathappens if I am unhappy with thestandard?All finished properties will be inspected by anindependent surveyor and if s/he is satisfiedthat the work is up to standard, s/he will signoff your home as completed.In the unlikely event of you beingdissatisfied with the work and with it beingsigned off, you must contact your Resident

designated Liaison Officer immediately andwe will deal with your concerns as a matterof urgency.

If I don't like any of the fittings youare offering (like taps) can I substitutemy own?Yes you can, subject to our permission andthe signing of a tenant wavier form.

What if I don't want your kitchen /bathroom, I like the one I have – whathappens?If your kitchen and/or bathroom is not ahealth and safety hazard and not in breachof the Decent Homes Standard you will beentitled to retain your kitchen and/orbathroom subject to you signing a tenantwavier form.

Will I stay in my home while it is beingrefurbished? Will I have to continue topay rent and rates?In all but the most severe cases or whereyour own circumstances make it unsafe foryou to remain, you will stay in your homewhile the work is carried out. Rent and rateswill need to be paid as usual.

What if I am moved to temporaryaccommodation?Partners will pay rent and rates on yourhome. Rent and rates will need to be paidfor the property into which you are moved.

Will my repairs be undertaken if myhome is in a poor state of repair?Will there be time limits on how longI will wait for a repair?Day to day repairs will be undertaken withinpre-agreed time limits. Depending upon thenature of the repair works, these may be

carried out between 4 hours and 20 days.If repairs are significant, a different courseof action may be needed which will bedetermined on a case-by-case basis.

Once work startsWill the works on the estate be noisyand dirty?This is a major project and the answer is yesto both questions. However, we will dowhatever we can to minimise the noise andthe dirt. Furthermore, the work will be carriedout during normal working hours so you willnot be disturbed at night. Residents havingtheir home refurbished will be provided withprotective sheeting and packing boxes toprotect their belongings and our operativeswill undertake a builders’ clean at the finishof each working day.

During the works period will all of thecommunity facilities be available?Facilities will be maintained while work isbeing undertaken, though their locations willmove. Residents will have the opportunity toparticipate in additional Servite run activities.

Are there respite facilities?Where will these be located?What will be the criteria for usingthe respite? What facilities will therebe if the respite is not available?Permanent and temporary respite facilitieswill be available throughout the project.The permanent facility will be available inthe Resource Centre and will be open toall residents on a drop-in basis. Overnightrespite facilities will be available if needed.

After it’s finishedWill television and mobile receptionget better?We are investigating what we can do toimprove matters. We are currently proposingto enhance television reception through acommunal satellite system.

What activities will there be for theyouth of the estate?Not only will existing facilities be kept andimproved (the football pitch, for example) butnew facilities introduced. The CommunityCentre is the main activity focus – andbecause it will be properly resourced andmanaged, it will remain part of the solutionand not a noisy new problem.

On a practical level, Servite will work withLambeth College and local schools tosupport children and young people on theestate in their education through specialisedtraining and development programmes. Byencouraging them to stay longer ineducation they will have more success infinding meaningful work and this should leadto a decrease in the number of youngemployed people on the estate. There will ofcourse be activities for the remainder of theestate. We welcome your ideas for additionalactivities.

If the community centre is vandalisedwill there be funds available to repair it?Resources will be available to maintain theCommunity Centre and other facilities.Will there be any educational activities

for the residents for the estate?Will they be free?Yes to both questions.

Will there be any leisure activities forthe residents of the estate? Will wehave to pay or will they be free?Yes. Some will be free, particularlyeducational, youth and older people’sactivities, while others will be fee charging.

Will there be local employment forthe residents of the estate? Will thisinclude employment for the disabled?Yes.

Please contact us with any questions or comments via myattsfieldnorth@servitehouses.org.ukFor further information please visit www.servitehouses.org.uk/myattsIf you do not have your own PC, there is free internet access at The Community Learning Centre(CLC), Vassall Road SW9.For copies of this document in other forms and/or languages, please contact us on themyattsfieldnorth email address above.

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