Services

Housing management services in the estate are shared between the TMO and Lambeth Council. Below is a list of who is responsible for those services within the estate.

TMO Services

• Providing an estate based office
• Tenancy Management
Leasehold Management (Breach of Leases)
• Responsive repairs and maintenance
• Management of void properties and sign ups of new tenants
• Concierge Services
• Gas Servicing
• Estate Cleaning
• Grounds Maintenance
• Garages
• CCTV
• Qualified Major Works (as delegated under the MMA)
• Residents Consultation, Engagement & Involvement

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Lambeth Council Services (through Lambeth Council):

• Rent Collection
• Housing Allocation
• Heating & Hot Water (for Holland Rise House)
• Water Supply
• Lifts
• Door Entry
• Drains & Sewers
• Structure of building
• Asbestos
• Capital Works / Planned Maintenance (as retained under the MMA)

Garages, Carports, Store Sheds, Bike Sheds and Community Hall

The estate has 25 locked up garages and 22 car ports which residents can rent for parking their vehicles. We also have limited store sheds and free spaces for bicycles and motorcycles within the estate. Please contact the estate office for more details including terms and conditions.

It also has a Community Centre where most of the estate activities are held. The Community Centre is available for residents to hire for their social activities and engagements.

TMO Service Performance

Since 2008, the TMO has took steps towards complete control of housing services in the estate. This led to a take-over of more functions in order to ensure efficient provision of services and value for money.

The TMO is proud to note that its cost for delivering these services is one of the lowest in the borough particularly Concierge, Pest Control and CCTV.

There are other services still being delivered by Lambeth Council such as Door Entry, Heating & Hot Water (in Holland Rise House), Lifts, Rent and Leasehold Management. The TMO is exploring ways of taking over some or all of these services in order to further improve the quality of delivered services to our residents.

Copies of these policies and service standards are available online and at the estate office:

You can contact the estate office by:

• telephone – 0207 926 0310 (between 10am to 6pm)

• writing – see the address below

• email –hollandrisetmo@outlook.com

• fax – 0207 926 0313,

• filling out a form at the concierge desk,

• filing out the “contact us” form on this website

• personal visit to the estate office at:

Mezzanine Floor

Holland Rise House

95 Clapham Road

London SW9 0HS

Tel: 0207 926 0310

Mob: 07714 016 490

Fax: 0207 926 0313

Email: hollandrise@outlook.com

Our Policies & Service Standards

The TMO has developed policies and service standards for different areas of services including:

• Health & Safety

• Complaints

• Repairs & Maintenance

• Recruitment

• Customer Services

• Procurement

• Contract Management

• Equal Opportunities

Complaints:

If you want to contact us to make a complaint, please contact the Estate Office for our Complaints Policy and Procedure. Otherwise you can also fill out a contact us form to make a complaint.

For Lambeth Council Services:

You can contact Lambeth Council by:

Telephone:

· 020 7926 6000, Monday to Friday, 8am to 5pm

· 020 7926 6666 (to report emergencies - outside working hours, weekends and Bank holidays)

TMO (Survey of Tenants and Residents) STAR Reports 2013-2016

Year	Angell Town RMO	Blenheim Gardens RMO	CETRA	Cottington Close RMO	Cowley RMO	Holland Rise & Whitebeam Close TMO	Loughbourg EMB	Roupell Park RMO	Waltham Estate RMO	Wellington Mills Housing Co-op
2013	51.90%	85%	86.30%	83.80%	64.70	87.80%	63.30%	70.40%	62.20%	76.30%
2014	62.80%	82.20%	89.80%	84.40%	63.70%	91.90%	66.10%	75.10%	73.80%	74.90%
2016	65.08%	88.38%	84.62%	81.15%	75.96%	94.27%	65.23%	75.95%	73.33%	73.93%

Estate Improvement Projects

The last 12 years have witnessed remarkable improvements and regeneration of internal and external parts of estate properties solely funded by the TMO through our surplus funds.

Internal Improvements:

Internal improvements carried out by the TMO:

- Replacement of kitchens and bathrooms - The kitchen and bathroom replacements were programmed according to tenancy start dates and since 2007 the TMO has installed new kitchens or bathrooms in about 60% of tenanted properties.

- Decoration of Senior Citizens’ Properties – The TMO has increased by 1000% (from £300 to £3000 per annum) the allocation from Lambeth Council for decoration of senior citizens properties (one room). This has resulted in redecoration (or award of vouchers) in 90% of senior citizens properties in the last 12 years.

- Replacement of front and back doors in Whitebeam Close - In 2010, the TMO started replacing front and back doors for tenanted properties Whitebeam Close. So far 13 out of the 15 tenanted properties have had their front or back doors replaced.

- Installation of smoke and carbon monoxide detectors in all properties including leaseholds free of charge.

- Replacement of window handles for all properties in Holland Rise House including leaseholds free of charge

- Distribution of free fire blankets to for all residents.

Our rolling Five Year Development Plans will continue with improvements in the estate as the need arises.

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External Improvements:

External improvements carried out by the TMO:

The last 12 years also witnessed significant improvements to the external parts of the estate. These include;

i) A new bike shed giving residents a space for parking their bicycles.

ii) Renovation of the Nursery Room to a Community Hall providing residents a cheaper and convenient facility for holding private events such as birthdays, anniversaries and meetings (funded from Grant Aid).

iii) Renovation and painting of storage sheds in Whitebeam Close.

iv) Painting of communal corridors in Holland Rise House where

residents in each floor chose the colours for their floors.

v) Laying of floor tiles in Holland Rise House.

vi) Painting of fences and gates in the estate.

vii) Installation of more CCTV cameras to help monitor anti social behaviour

viii) Installation of a new electronic gate for the garage and carport area

ix) Paving of footpaths in Whitebeam Close

x) Improvements to garden beds in Holland Rise House and Whitebeam Close.

xi) Improvements to the external part of the garage and carport building

xii) Replacement of Holland Rise House front entrance paving

Estate Improvement Projects Cost Breakdown

Financial Year	Cost
2008-09	£10,117.33
2009-10	£28,444.00
2010-11	£19,944.65
2011-12	£36,392.88
2012-13	£36,456.14
2013-14	£50,666.86
2014-15	£69,992.29
2015-16	£52,537.97
2016-17	£31,350.76
2017-18	£7,987.20
2018-19	£2,535.00
2019-20	£15,486.95
TOTAL	£361,912.03