Winter 2013

Welcoming you to the
Tenancy Services Officers
2
3
Cover Features
...welcome
6 Stay safe this season
11 It's all for charity
Fire safety tips to keep you safe
and aware this season
Your needs
If you would like to receive this
information in another format
such as large print or telephone
translation please call the
Design and Communications
Manager:
Articles
14 Delicious delights
Paragon staff and residents
have been doing their bit.
12 Loan sharks are never your
best friend
Information on how to report a
loan shark.
Yummy Christmas delights that
will tempt your taste buds!
28 Could you be a 'Mystery
Shopper'?
Information on how to become
a Mystery shopper.
Hannah Elford
T 01932 235 722
32
Welcoming you to the Tenancy
Services Officers
Getting to know the Elmbridge
Tenancy Services Officers for
your area!
17
Information
4 Delivering services to you
An explanation of the changes
happening to our offices
13 Christmas opening times
Keep up-to-date with when
we're open over Christmas.
18 Grounds maintenance
Northumbria Court's got talent
An article about the crafts
group that meet together on a
weekly basis.
25
Paragon in Bloom
The round up of this years
Paragon in Bloom
26
I'll never forget this day
A personal account of the
happenings of 9/11.
40
Maintenance Action Days
An article about the recent
Maintenance Action Days and
how you can get involved.
Information on what happens
at this time of year.
36 Maintenance service updates
Keeping you informed of
what we've been doing in
maintenance.
38 Home energy switch
Information about how to save
energy.
42 Talk to us
If you'd like to get in contact
with us here is where you will
find a selection of details.
Get
involved
4
5
Though we deliver services to around
3,500 RuTCHT customers, few choose
to access our services by visiting
the office at Castle Mews (currently
less than 6 visitors a day). Therefore
keeping the office open on this basis
is not economical. We have taken the
opportunity to substantially reduce costs
by leasing out the office to
another company.
Someone to meet with you
If you would like to meet a member
of staff to discuss an issue, you can!
We can offer private appointments by
arrangement at your home, at premises
owned by the Trust in your locality, or at
our office in Walton-on-Thames.
Services on the move
Plans are underway for a number of
services to become mobile, with the
aim of offering greater convenience for
customers. You’ll see more of
our staff in the neighbourhood. Where
appropriate, our staff will bring the
office straight to you.
Services 24/7
Recently we have launched a new
website, improved our online payment
options and introduced balance
notifications for customers via text.
You can request a repair online, ask a
question and even sign-up to a digital
copy of The Resident Magazine.
We continue to improve services for customers, and
ensure services are accessible for all.
Rachael Smart
Paragon Housing
Manager
St John’s Cromwell
Centre in Walton
to the rescue!
The Enigma Theatre’s production
‘Comic Potential’ took place in late
October at the Riverhouse Barn in
Walton. Our friends at RC Sherriff
supported the project. The show
was a great success, but it wasn’t
all plain sailing, as producer Stephen
Willis comments “We had difficulty
finding affordable rehearsal space;
then, like a knight in shining armour,
Elmbridge Housing Trust came
to the rescue (a true Paragon!).”
Elmbridge Housing Trust were
pleased to help out by offering up
the Cromwell Centre so the actors
could continue rehearsing!
m Thompson
–TUG Chair, Sa
nts a Merry
bridge Reside
m
E
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W
ar, from the
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embers of TU
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AN
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AC T
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Therefore, from early next year
customers will no longer be able to visit
the Castle Mews office for appointments.
The main RuTCHT reception number:
020 8481 7277, and individual staff
phone numbers will remain the same
for the time being. We are looking at
changing the phone numbers in 2014,
but will keep you informed prior to any
change being made.
Someone to talk to
The majority of customers prefer to talk
to us on the phone, and we are looking
to improve this service over the coming
year.
N
You may be aware through reading our
publications, that Paragon has begun to
combine the housing services from both
RuTCHT and Elmbridge Housing Trust
(EHT), in order to improve the quality of
our services and deliver these services
cost effectively.
We understand that you expect
services that are convenient and
you’ll be pleased to know that we
are enhancing our services, in order
that your expectations are met. What
you can expect from our services:
TE
We’ve recently written to all Richmond
residents to let them know we are
moving out of the Richmond upon
Thames Churches Housing Trust
(RuTCHT) office at 13 Castle Mews,
Hampton to operate from our main
office at Case House, 85-89 High
Street, Walton-on-Thames.
Hello, I am the new Housing Manager for
Paragon and I am responsible for the
Tenancy Services Team across the whole of
Paragon and our new Estate Services Team
who we will be introducing to you in the
next edition of The Resident.
I am really excited to be leading the teams
as we work towards bringing the services
together next year and we are already
working to improve the services that you
receive.
I already know many of you from my
previous role in Resident Involvement, and I
look forward to meeting many more of you
in the New Year.
MMIT TEE
The Chair and
members of TA
C would like
to wish all RuT
CHT tenants a
ve
Christmas & a
ry Happy
prosperous N
ew Year.
–TAC Chair
, Ann Netts
6
7
Stay
safe this
season!
Top Fire
Safety Tips!
Ensure your chimney is
cleaned twice a year.
Visit and check on
elderly neighbours.
Fire Safety
With the Christmas period upon
us, here is some information
to help you stay fire safe
throughout the festive season.
At this time of year, homes are
often decorated with lights,
decorations and candles. With
appropriate care and attention,
decorations and lights are safe
to use.
0 Test your smoke alarms weekly and
never remove batteries.
0 Never leave cooking unattended and
avoid cooking after drinking alcohol.
The majority of fires start in the
kitchen so this is a high risk area.
Always turn off kitchen appliances
when you have finished cooking.
0 Make sure cigarettes are
extinguished properly and
never smoke in bed.
0 Never leave candles unattended or
go to sleep when they are alight.
0 Don't overload sockets – ensure only
one plug per socket. Always turn off
plugs when they are not in use.
0 Ensure you remain aware of Fire
Safety within your flat/room and
know the procedure of what to do
in the event of a fire.
Candle safety
0 Always use a proper candleholder
and make sure the candle fits firmly
inside it.
Before going to bed always
0 Close all doors as this prevents fire
spreading.
0 Switch off and unplug all electrical
appliances except those that are
meant to stay on such as a fridge.
0 Make sure the cookers and heaters
are turned off.
0 Keep door and window keys where
you can find them.
0 Leave plenty of space above and
around the candle and candleholder.
0 Have your dressing gown and
slippers close by for quick escape if
needed.
0 Keep candles away from curtains,
Christmas cards and anything that
can catch fire.
Christmas tree safety
0 Make sure your Christmas tree has
a good, solid base.
0 Remember that natural trees dry
out and make very good fuel to
start a fire.
0 Natural trees should be placed in
a suitable stand with water.
0 Keep your Christmas tree at least
one metre away from any heat
source.
0 Be careful with any decorations
placed near the fireplace.
0 Switch off all Christmas tree lights
before going to bed.
8
9
What is HomeKey?
HomeKey will alert
those registered to any
transfer properties being
advertised which match
your criteria.
Within bands, priority will
be determined by the
date the applicant was
placed in the band, so
if you have been on the
transfer list previously,
you will keep the date you
first registered for transfer.
If you were to move to
another band, the date
you move would determine
your priority.
The new Choice Based
Lettings system
Housing Trust tenants
looking to move to the
boroughs of Richmond or
Kingston. You cannot be
HomeKey is a new Choice Homekey replaces the
registered with SEARCH
existing RuTCHT waiting
Based Lettings system,
Moves and HomeKey at
designed to run in parallel list for transfers. If you
wish to transfer to another the same time.
to Homeswapper (an
property you will now need
online portal which
If you are already
to register and bid for
matches properties
properties online yourself. registered on
suitable for mutual
Homeswapper you will be
exchange). HomeKey
invited to join HomeKey
enables tenants looking This scheme is for
when you log on. New
Richmond upon Thames
to transfer to bid on
applicants must register
Churches Housing Trust
available properties.
with Homeswapper first.
tenants and Elmbridge
Transfer properties added
to HomeKey will be
advertised on the website
for up to a week for you
to bid on. If the property
matches your criteria you
will receive an alert by
text and / or e-mail.
It will then take only a few
minutes to register with
HomeKey, as you will have
already filled out much of We have to allocate 75%
the essential information. of our empty properties to
the borough council and
The Lettings team will be
this means that only 25%
notified of your application of empty properties will be
to HomeKey and will award advertised on HomeKey
a priority band (A-D) which for transfers. Some weeks
is based on your housing
there may not be any
need. You can then
advertised, as properties
register your interest in
are limited.
properties on the website,
this is known as ‘bidding’.
Photographs of properties
are provided wherever
possible so you can see
what you are bidding on. It
is also important that you
are happy with the location
of the property so that you
only bid on properties you
would accept, if offered to
you.
If you are shortlisted to
view a property, please do
not knock on the door prior
to being invited inside.
It is possible that we will
advertise properties before
a previous tenancy has
ended in order to speed up
the re-let process. This is
why specific door numbers
are not listed on HomeKey
adverts. Information will
be available shortly on the
Paragon website.
For any specific
queries please
contact the
Lettings team
on email at
lettings@
paragonchg.
co.uk
or by telephone
01932 235880
10
11
Search Moves Update
SEARCH Moves is Elmbridge Housing
Trust's transfer application process.
The borough of Runnymede will be
leaving the SEARCH Moves schemes
as they are launching their own Choice
Based Lettings site.
online initiatives being launched by
neighbouring housing providers such
as Kingston, Thames Valley HA and
Richmond Housing Partnership.
In light of these changes it is likely that
current transfer applicants will have to
re-register for SEARCH Moves online.
There has also been a review of the
But don’t worry, we will write to you
SEARCH Moves’ Common Allocations
about the changes and registration
Policy and as a partner of the SEARCH
process nearer the time and support you
Moves scheme, we are required to
through the changes. You can check the
introduce the following changes to the
Paragon and SEARCH Moves websites
scheme from April 2014.
for further updates as well. As a result
of implementing the new online system
There are 5 key changes:
there will be a short period of around
» Families with children of different sexes
will be required to share a bedroom up 8 weeks from February 2014 when we
will be unable to register new transfer
to the age of 10, bringing the policy in
line with the government's changes to applications.
the welfare benefits system.
The government's changes to the welfare
benefits system has had an impact
» In addition to working households
currently prioritised under local lettings on the way in which households are
assessed for Housing Benefit. As part of
plans, a further 10% of properties will
the SEARCH Moves partnership, we have
be re-let to working households.
to reflect these changes in the way we
» The banding structure will change
assess people's housing requirements.
slightly, as band E is being removed.
» The priority date for bands A and B will
be adjusted to the date on which the
applicant achieved that banding, rather
than their original application date.
» The transfer application process for
SEARCH moves will be completed
online, this is similar to other
For more information on
SEARCH Moves, contact the
Lettings Team on:
01932 235 880
It's all for charity
Paragon staff and residents have been very busy...
Our staff and residents have been doing their bit for
charity over the past few months and we'd like to
take this opportunity to congratulate them!
Fundraising for Macmil an and the British Heart Foundation
Residents at Fulmer Close, Hampton
ran a coffee morning and brica-brac stall at our office to raise
funds for Macmillan and raised £98.
Congratulations, a great achievement!
Staff at Paragon also ran a coffee
morning on 27th September in
partnership with our contractors
Willmott Dixon, where staff baked
some delicious cakes that were sold
throughout the day raising a grand
total of £640, also for Macmillan.
Donna Brace, Planned and Decent
Homes Manager, and Maria Frawley,
Partnerships Manager raised an
incredible amount for the British
Heart Foundation, by hosting another
successful bake sale at Paragon and
also running the Great South Run.
The girls completed the 10 mile
run around Portsmouth on Sunday
27th October, and their combined
fundraising efforts totalled a staggering
£1254.89.
Well done to everyone who took part in these events and
helped raise so much money for these fantastic causes!
12
R
NEVE
E
R
SA
K
R
A
SH
ND
LOAN EST FRIE
B
YOUR
With an estimated 310,000
households in the UK borrowing
from unlicensed lenders or
loan sharks as they are more
commonly known, illegal money
lending is a problem across
the country.
Anyone who operates a money
lending business without a
licence from the Office
of Fair Trading is acting
illegally.
The England Illegal
Money Lending Team
are cracking down
on unlicensed lenders
who...
s Rarely offer paperwork so
those who borrow from them
are kept in the dark about
how much they still owe.
s Charge extortionate rates of
interest – rates of 131,000%
APR. have been seen.
s Add additional amounts to the
debt so borrowers struggle
to repay.
s Take items as security. These
items could even include
passports and bank cards.
s Resort to extreme methods to
reclaim their debts. This could
mean threats, intimidation,
violence or worse.
One victim spoke out “I couldn’t
afford to pay my bills and the rent
as I had to pay the loan shark so
life was getting pretty desperate.
He said ‘pay me don’t feed the
children.’ The kids have
been subjected to a
hostel and attended five
schools. It nearly cost
me my marriage”.
Loan sharks are not a
community service and
should never be used
under any circumstances.
Many loan sharks start out as a
friend to their borrower but quickly
change.
If you have borrowed from an
unlicensed lender you have not
broken the law, they have. Speak
to us in confidence.
Report a Loan Shark
Call: 0300 555 2222 (24/7 confidential
hotline)
Text: 60003 (loan shark + your message)
Email:
[email protected]
Private message:
www.facebook.com/stoploansharks
13
Chri
stmas Opening Hours
Remember...
s Loan Sharking is
illegal and will not
be tolerated.
s Unlicensed loans
are not enforceable
in law.
s Loan Sharks prey
on the vulnerable
trapping them in a
spiral of debt.
s They rarely offer
paperwork and
can add random
amounts to the
debt.
s They could take
items as security
such as passports
and bank cards –
this too is illegal.
23rd December 2013
9:00am - 5:00pm
24th December 2013
9:00am - 3:00pm
25th December 2013
CLOSED
26th December 2013
CLOSED
27th December 2013
9:00am - 5:00pm
30th December 2013
9:00am - 5:00pm
31st December 2013
9:00am - 3:00pm
1st January 2014
CLOSED
2nd January 2014
9:00am - 5:00pm
3rd January 2014
9:00am - 5:00pm
Paragon will
be operating a
normal repairs
service while our
offices are open.
Outside of office
hours Paragon
will provide
an emergency
repairs service.
You can report an
emergency repair
by telephone
to our out of
hours service
on Freephone
0800 980 9008.
14
15
Christmas Brownies
These yummy brownies are quick and
easy to make for a perfect treat or gift.
You’ll have everybody asking you for
the recipe!
pting
Tem
ts or
Trea ct
Perfe ts!
en
Pres
Peanut Butter Fudgetastic!
Impress with these creamy, tasty
peanut butter fudges. Place in a jar or
tin, tied with a Christmas ribbon, these
sweet treats will bring delight to all your Use this easy to follow method to make
tasty lemon curd, lovely on toast, or as
family and friends.
a Christmas gift in a sealed jar.
Luscious Lemon Curd
Prep
Christmas is the perfect time to get
creative in the kitchen. Whether to
satisfy your own taste buds or to gift
them to friends.
There will be no need to worry about
searching for a gift on the high
street, just add these ingredients to
your next food shop and have a go
at making our fantastic treat ideas!
Make them a perfectly presented
present that the receiver will be
delighted with. Reuse empty jam
jars, tie with a Christmas ribbon or
make your own Christmas tags.
!
TIP e
P
O
T
thes n
e
r
i
o
St
nies ht
w
o
br
irtig
an a ainer!
t
con
/Co
Prep 4min ok 20min/
gs
n
i
v
r
e
20 S
36 - 42 P ieces
30min/Cook 10min/
Ingredients
• 125g butter
• 500g dark brown
sugar
• 120ml milk
Ingredients
• 400g caster sugar
• 225g butter
• 60g cocoa powder
• 1 tsp vanilla extract
• 225g plain flour
• ½ tsp baking
powder
• ½ tsp salt
• 60g walnut halves
Method
1 Preheat your oven to 180 C or
gas mark 4.
2 Cream the caster sugar and
butter together in a mixing bowl.
3 Add the cocoa powder, vanilla
extract, plain flour, baking powder,
salt and walnut halves, then mix.
4 Place the mixture into a rectangular
23x33cm greased baking tin and
bake for 20 – 25 mins.
5 Leave to cool and then slice into
equal square portions.
• 250g crunchy
peanut butter
• 1 vanilla pod or 2
tbsp vanilla extract
• 300g icing sugar
Method
1 Melt the butter in a saucepan over a
medium heat. Mix in the sugar and
milk, and bring to the boil for 2 – 3
mins, do not stir.
2 Remove from the heat and mix in
the peanut butter and vanilla seeds.
3 Place the icing sugar in a large bowl,
pour the hot mixture on top. Using a
wooden spoon, beat until smooth.
4 Poor into a 20cm square baking tray
and leave to cool slightly, then place
in the fridge to chill completely.
5 Cut the fudge into portions, and store
in an airtight container.
10-30min
k
o
o
C
/
Prep 30min Makes 2, 250g jars
Ingredients
• 100g unsalted
• 4 unwaxed lemons, butter, cut to cubes
• 3 eggs, plus 1 yolk
zest and juice
• 200g unrefined
caster sugar
Method
1 Put the lemon zest, juice, sugar and
butter into a heatproof bowl. Put the
bowl over a pan of simmering water,
the water mustn’t touch the bottom
of the bowl. Stir on and off until the
butter has melted.
2 Lightly whisk all the eggs then stir
them into the mixture, mix well, leave
to cook for 10 – 13 mins, stir on and
off, until the mixture is creamy and
thick enough to coat the back of
a spoon.
3 Remove the lemon curd from the heat
and leave to cool, stir occasionally.
Once cool, spoon the lemon curd into
sterilised jars and seal. Keep in the
fridge until ready to use.
16
17
norThumbria's
GoT
TalenT
Red Square, Surbiton
Railton Place, Weybridge
The arts and crafts
workshop, run
every Thursday at
Northumbria Court in
Richmond got off to
a great start. Linda
Morton, Resident
Manager, arranges
the workshops.
"It is an
opportunity for
people to share
ideas and try their
hand at creating
something, or
just for the fun of
joining in."
Residents can
bring along any
needlework,
painting, card
making or even
model aeroplane
building to work on
or try the project of
the day, which is
usually a painting or
drawing exercise.
John Roebuck
brought along an
exquisite miniature
carpet that he is
making which is one
twelfth of the actual
size, much admired
by the class.
We hope that more
residents will join
in and share their
talents with us.
On 1st October 2013 the
Sheltered Housing Team
attended the ‘Full of Life
Fair’ at Twickenham.
"The day was extremely
popular with lots of
visitors; we spoke to a
number of tenants from
Sheltered Housing and
General Needs and took a
number of repairs queries,
which were forwarded
onto the repairs team.
We gave away a lot of
promotional items, which
were extremely popular
with visitors especially the
pens and stress balls!"
This was a great event to
promote Paragon and the
Sheltered Housing Team.
18
19
Not all schemes will benefit from all
the operations listed.
All schemes are priced individually
so therefore only costs relevant
are being charged.
With winter fast approaching and
therefore seasonal requirements
changing it is worth noting some
differences you are likely to notice
in service delivery on your estate,
road or block.
As the worst of the autumn leaf
fall is cleared and grass cutting
operations slow down for the
winter period you may at times
see different staff delivering the
service. This is due to seasonal
staff completing their fixed term
contracts and permanent skilled
staff supporting each other across
the contract.
Frequency of visits will reduce
to one a month rather than
fortnightly in line with specification
requirements. Grass edging and
some pruning operations take
place during this period.
Grass cutting also reduces for
the winter as the growth pattern
slows, with a maximum of three
cuts being performed until spring
just to keep grass in check during
this period.
The winter is also a useful
opportunity to catch up on
any outstanding works due
to excessive summer growth,
drought conditions etc thus
preparing the gardens for their
Aspect of Grounds Maintenance
Completed
Furniture Inspection
t Fortnightly
spring surge next year.
Litter Collection Play Areas
t Weekly
Litter Collection Housing Sites
t Fortnightly
Litter bin collection (inc p/areas)
t Weekly
Sweeping Hard Standing p/areas
t Weekly
Sweeping Hard Standing Housing Sites
t Fortnightly
Apply Herbicide to Hard Standing Areas
t Once Per Year
Grass Cut Summer
t March - October (16 cuts)
Grass cut Winter
t November - February (3 cuts)
Edge Grass Areas
t Once Per Year
Apply Fertiliser Spring/Summer
t Once Per Year
Apply Fertiliser Autumn/Winter
t Once Per Year
Initial Shrub Border Maintenance
t Once Per Year (March)
Routine Shrub Border Maintenance
t March - October (15 visits)
Routine Shrub Border Maintenance
t November - February (4 visits)
Initial Rose Border Maintenance
t Once Per Year (March)
Routine Rose Border Maintenance
t March - October (15 visits)
Routine Rose Border Maintenance
t November - February (4 visits)
Hedge Cutting (Species Dependent)
t Once, twice or three times a year.
Inspection of Play Areas
t Daily
Please feel free to contact Quadron’s
Resident Liaison Manager, Preeti Chatwal:
E [email protected]
Grass edging operations will
continue over the winter months
20
21
The Readers Panel don’t just help review
The Resident Magazine, they help us
improve our policies...
The Readers Panel continues
to meet for policy reviews. In
the past year they have made
several changes to our policies,
as described below. Please
contact us if you want a copy of
any of these policies:
• we will maintain stair lifts fitted by
residents
• residents should contact the
Repairs Team if there is problem
with the lift
• the risk assessment for each lift is
kept in the lift control cupboard
Commercial Boilers
This is a new policy and the
panel asked for the following
information to be added:
• who to contact if there is a
problem with the boiler
• when the current replacement
programme will be completed
• Confirmation that the boilers will
be efficient and residents will be
able to control the heating in
their flats.
We also agreed to put up signs by
the lifts with the phone number to
call in case of a lift incident. Signs
are being installed in all communal
areas as a result giving phone
numbers to call for any incident.
Gas Safety
The Gas Safety policy has been
updated due to the change of
contractor. The panel asked us
to add how and when all of the
carbon monoxide detectors will
be installed.
Lift Maintenance
This is another new policy.
We agreed to add that:
Services to Older People
The panel was concerned that
this new policy put too much
emphasis on residents providing
support to their neighbours. We
have changed it to say “Families
and friends will be encouraged to
be actively involved with residents,
where available.”
Domestic Abuse The panel asked
us to explain that the abuse
of children is covered by the
Safeguarding Adults and Children
at Risk policy.
• We have added that it is the
resident’s responsibility to
activate and pay for their Sky
service.
Allocations
This is a long policy but the
panel said that it was clear
and understandable. Their
only addition was that former
employees would not be rehoused in the sheltered scheme
where they had worked.
Compensation
The panel asked us to emphasise
that claims must be made within
the 28 day deadline.
Communal TV systems
This new policy provoked a lively
discussion, which led to the
following changes:
• more emphasis on the fact
that residents must have the
landlord’s permission to install
their own satellite dish and
that they will have to remove
it if permission is not given
• the section on cable television
was re-written since it said
that Virgin Media was the only
cable provider in our areas
and the panel said that there
were others as well. The panel
also said the section was not
plain English and asked us to
say why our permission was
needed to subscribe to cable
services.
Complaints
The panel reviewed this policy at
each meeting to make sure that it
agreed with the Localism Act.
Enjoy reading?
Join our resident readers who
help us make sure we are
communicating clearly.
If you’d like to join the panel,
why not call the resident
involvement team to find out
more. You can find their details
on the back of the magazine.
5 Year Corporate Plan
LE
RDAB
AFFOTS &
REN D TERM
FIXE ANCIES
TEN
Our ne
groundw
main s
team tenance
full
ble
ed
cove
rs.ind
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3
...look
changeing at the
s ahea
d
22
23
NEED HE P
TO GET A OB
Would you
like to find
a job?
With the government's changes to welfare
the
benefits, if you are of working age you
will
ethos
project
be better off if you have a job and you can
earn money yourself. Sometimes it
can be difficult and intimidating to
know where to start, we can help.
For Richmond and Kingston residents we
offer a 10 week course, which will allow you
to learn about...
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Kingston
Adult Education will be running
emailsfor Paragon providing training
this project
and support for everyone, in a friendly
and supportive manner. We already had
residents
taking part who have now found
Is REEifyouareunemployedor
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thanks to the scheme!
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For our residents
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with INFORMATION:
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who provide job
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For more information contact
Lorraine
Simpson, our local Ethos
Helpingyoutogetahead,developskills,
LORRAINETHOMPSON
moveintojobs,andimprovehousing
Project
advisor
on:
07904908871
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[email protected]
Employment,
Training & Housing
T 07904 908
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andprogressioninSurreyandbeyond,
particularlyforthosewhohavemissed
All residents will have received our NEW
leaflet called 'Universal Credit is coming'
with their copy of The Annual report.
This leaflet explains that in the future, those
who receive benefits, including housing benefit,
will be paid benefit directly into their bank
account. And that in order for this to happen,
benefit claimants will need to be able to fill out The welfare benefits
team is here to help you
an application form online, in order to apply.
understand the changes,
and help make sure you
These changes will certainly happen, but at
get the benefits that you
the moment, we don't know exactly when.
are entitled to.
The roll out of Universal Credit has been
If you are struggling to
delayed and no one is sure when it will come
cope with your finances,
to our area but if you are of working age,
talk to us:
you will be affected at some point.
As soon as we get more information we
will tell you but in the meantime, you can
still prepare yourself for Universal Credit.
You’ll need:
• A bank account If you don’t have one, we will
soon be offering you one-to-one help to get
one. More to come on this shortly.
• To be able to access the internet We are
planning to increase access to the Internet for
you. More to come on this shortly as well.
t. 01932 235 830
email us at:
welfarebenefits@
paragonchg.co.uk
24
The
BIG
Knock
The Resident Involvement
(RI) team carried out
the first 2 rounds of the
BIG Knock in September
and October. We visited
properties in Richmond,
Chessington, East Molesey
and Walton on Thames to
talk to residents.
The aim of the initiative
is to provide information
on the opportunities for
getting involved and recruit
new residents who wish to
get involved. 55 residents
have told us that they
would like to get involved
and we are currently
talking with them about
upcoming activities.
We are due to go out again
in January 2014. Look out
for us and if you spot us,
say hello!
25
Are you
working
with
Food?
It is easy for you to spread
bacteria without even realising.
Why not come and find out
why food hygiene and safety is
important and what your personal
and legal responsibility is. Call the
Resident Involvement Team and
put your name down for a course
starting early 2014.
The award ceremony is the
highlight of the Paragon in
Bloom calendar and always
eagerly anticipated by
residents. We had an increase
in applicants this year, and
undoubtedly because of the
good weather a number of
stunning gardens.
We held the award ceremony at
the Medicine Garden in Cobham
in their Pod! 30 residents attended
from 10 to 70+ and all heard an
interesting talk from Jean Loveland
of Richmond SPADE about
preparing for autumn.
The main winner was Mrs Plant
from Bray Court in Walton –
but other winners included Mr
Ambler, Alberta Court, 2 residents
from Talbot lodge and the Snell
family in Cobham. Everyone who
attended enjoyed the morning
and a number of new friends were
made since then. We arranged for
a number of these residents to go
on a free trip to Wisley on Saturday
19th September so they can make
the most of their gardens over
the winter. Residents who visited
Wisley told us what a fantastic day
they had and thanked the Resident
Involvement Team for organising
such a smooth running event.
26
27
I will never forget this day...
8.30am
Tuesday 11th
September 2001:
I’m exiting the Lincoln Tunnel,
which links New York City with
New Jersey, listening to the news
headlines en route home from
a 6am dentist appointment. It’s
all pretty mundane news stuff
and I recall thinking as much as
I park by my back door and race
upstairs to get ready for work.
This article was contributed
to the magazine by resident
Mrs Dena Vane-Kirkman
As I’m brushing my hair, I walk from my
bathroom into the den opposite my bedroom
and switch on the TV: “We’re getting reports
that an aircraft has crashed into the World
Trade Centre.” I live on the Weehawken cliff
top overlooking the Hudson River and that
iconic view of the Manhattan skyline. I look
downtown and, sure enough, there’s smoke
coming off one of the Twin Towers.
I notice a growing number of neighbours
are gathering on the pavement and I run
outside to join them… in time for SHOCK!
HORROR! “Stop that bloody plane,” someone
yells, a split second before we see what turns
out to be United Airlines Flight 175 crashing
into the South Tower (it’s 9.03, approximately
17 minutes after American Airlines Flight 11
hit the North Tower).
Flames… Smoke… Lots of ‘Oh my Gods!’
“Did that just happen? Was it for real?”
“Those poor passengers”. Some are now
unashamedly crying. Rush-hour traffic has
ground to a halt and people have left their
vehicles to join us. Two cops who were
watching with us go back to their cars and
screech off, sirens at full blast, down the
centre of the road. More people start crying
as we watch the flames and smoke take hold.
“Those poor people,” someone says, over
and over again. Then there’s a deafening
scream, followed by “Johnny! Johnny’s in
there!” This prompts further panic as others
remember people they know who work at
the WTC or close by. Suddenly everyone
is either on the phone or rushing to get to
one. I go home (still holding my hairbrush!)
to call family and friends in the UK – while
simultaneously watching the on-going horror
unfold on TV, with half an eye looking out
the window.
I see first the South Tower collapse,
then about 30 minutes later, the North
Tower… leaving a painful, huge hole in
the skyline. Television journalists say
people in the Towers could be seen
jumping from windows and I remember
thinking, ‘They’re braver than me – I
could never bring myself to jump all that
way down.”
En route to my office late morning, I
stop off for my usual Starbucks latte and
find they already have donation boxes in
place. “Where’s the f**** President?
That’s what I want to know,” says one
female customer. Others murmur
agreement as someone else adds,
“Clinton would already be on the scene.”
At my office, those who have made it
in are watching television in shocked
disbelief.
One of the editors: “I’ve always felt safe
in this country but not anymore. We’ve
gone to war but we’ve never experienced
it at home.” Another: “You wouldn’t say
that if you were an American Indian.”
And another: “Now’s not the time…”
Silence. Work is out of the question, so
all who can get home go. I stay until early
evening, glued to the television with those
who are stuck due to bridge, tunnel or
road closures. Over the following days,
like many other companies with catering
facilities, we begin organising deliveries
of freshly cooked meals for rescue
workers and those made homeless.
And over the weeks that follow my
employer, in common with others, gives
paid leave to staff who do voluntary
work connected with Ground Zero.
A new-found patriotism sweeps the
country. Shops sell out of the Stars and
Stripes as everyone (or so it seems)
starts flying the flag on homes, cars,
lamp posts, trees…I fly both the Union
Jack and the Stars and Stripes – to the
total approval of my neighbours.
“We love you Brits!’ I’m told, over and
over again.
For a few weeks at least, comparative
silence reigns nationwide as drivers
stop leaning on car horns at every little
inconvenience. Niceness to each other
rules!
Meanwhile, within a couple of days
of 9/11 and for months to come, I find
there’s no escaping the fumes and
sooty dust flying across the Hudson from
Ground Zero. Within a week, my house
is blanketed by soot and the space
between my double-glazing is full of it.
Within a month, local window cleaners
are experiencing a business boom.
And by Spring 2002, ditto painters and
decorators - as residents discover their
outdoor paintwork has peeled and
needs stripping and completely redoing.
But, hey, no one’s complaining. After all,
we’re alive.
28
29
Summer
Art Workshop
Three Paragon residents
have won prizes for the
Summer Art Workshop Film
Poster Competition!
The Summer Art Workshops are
part of the Elders Project. The Prizes
were awarded to the Winners at
the Surrey Brass Concert on 26th
October at the Hepworth Playhouse.
Mystery shopping is a type of
market research whereby people
pretend to be a customer to test
aspects of a service.
Shoppers make an evaluation, record
their experiences and report back on
their findings. Scenarios covering the full
range of Paragon’s services are provided
to shoppers, who may also use their
own real queries if they wish, in order
to test how well enquiries or complaints
are responded to. We test response
times against our service standards, the
accuracy of information provided and the
attitude of staff.
Paragon has a successful mysteryshopping programme, active for a
number of years. All our shoppers
are Paragon residents and they do a
For more information or to
express an interest in becoming
a mystery shopper for Paragon,
please contact Chris Jones:
E [email protected]
T 01932 235 723
fantastic job. The methods used are
telephone calls, letters, emails, enquiries
via Paragon’s website and visits to trust
offices. Reports of findings are issued to
managers after every shop and an action
plan is produced.
We are looking to recruit some new
shoppers to add to the excellent group
we already have. If you have a bit of
time to spare (usually 2-3 hours in
total across a 6-8 week period, and the
completion of evaluation forms) and
want to:
QImprove your communication skills
The winners include, Manuel Odone
who won 2nd prize, his sister, Maria
Odone, who won 1st prize and Sheila
Ames won 3rd prize. On the night of
the awards the three winning posters
were displayed on the big screen whilst
the Surrey Brass band were playing.
There was also a children’s category
and the winners were all from St.
Charles Borromeo Catholic School in
Weybridge.
Manuel Odone
1st
Overall, a great project, all who
participated thoroughly enjoyed
themselves.
QDevelop organisational skills
QDevelop interviewing techniques
QBuild confidence
Then mystery shopping is for you. You’ll
find it enjoyable to do and full training
will be provided. You’ll be paid £50 in
shopping vouchers, get expenses paid and
make a vital contribution to improving
the quality of Paragon’s customer
service!
3
rd
Maria Odone
Shelia Ames
2nd
30
31
The Job Club at Fulmer close is up
and running again following the
success of the summer project.
In the first round 3 people got work
during the project – with one applicant
being offered 2 jobs. The project isn’t
only for Fulmer Close residents and if
you know of someone who is interested
please see the poster on page 22 for
details.
The After-School club at Fulmer is
now well established with 10 children
attending each week. This project is for
8-14 year olds and hopes to become a
Junior Resident Association – they are
now working on art projects for when the
play-areas are re-vamped.
St Johns Community
weekend took place
on the last weekend
of July.
There were plenty of
fun activities to keep
young people busy with
graffiti painting, trying
circus tricks, children’s
entertainers, crafts
and face painting.
The Police were very
popular with the kids
and sirens were heard
quite often over the
weekend.
We had a taste test
set so that residents
were able to compare
different brands and
learn about how they
can make savings.
The homemade
burgers served by
Reemo’s Café were
very popular with
residents and many
asked for the recipe!
The Job club runs on a Tuesday
morning from 10:00am - 1:00pm and the
After School Club runs 4:00pm – 6:00pm
every Wednesday afternoon.
The latest round of silver surfers
computer classes has just been
completed. Residents told us they
found the courses useful and enjoyed
the classes.
If you haven’t already done so,
please contact a member of the
Resident Involvement Team to
put your name down!
If you are you between 55 and 85 years
old and interested in learning how to use
new technology, why not put your name
down to do the next round of courses?
Rohima Khatun
T 01932 235 888
E [email protected]
The 1st Franklands
Drive Community Day
took place in September.
Despite the downpour
at the beginning it was
a very successful day.
Housing Management,
Leasehold, RI and
Development staff all
attended and made
contact with residents.
The local Police turned
out in force along with
colleagues from Accent.
Residents showed a
real interest in trying to
develop a community, all
the publicity went and we
had a long queue for our
Design a T Shirt stand!
The next step will be to
survey residents on how
they’d like to be involved
in the future.
32
33
Welcoming you to the...
Tenancy Services Officers (TSO's)
We wanted to take this opportunity to
introduce you to the new Elmbridge
tenancy services team. You can get in
touch with your tenancy services officer
about your tenancy, any problems
you may be experiencing with antisocial behaviour, and any questions
Carol Ibe
about grounds maintenance or estate
inspections. If you are unsure of who
your tenancy services officer is, you can
contact us on the phone or check on
the ‘contact us’ page on the website, by
typing in your postcode. The team look
forward to meeting you out and about.
My name is Carol Ibe, Senior TSO. I
have gained 19 years’ experience in
housing management (HM); I have worked
in general needs, supported, voids &
allocations, income, leasehold, and
recently agency services. I studied HM at
Southbank University from 2000-2002. I
am passionate about housing and enjoy
dealing with different challenges. I am TSO
for St Johns in Walton-on-Thames.
Lauren Pink
Hello my name is Lauren Pink and I
previously worked for the lettings team until
September 2013 where I have taken on the
role as Tenancy Services Officer (TSO) for
Cobham, Oxshott and surrounding areas.
Tracey McCullough
Hello I am Tracey McCullough, TSO for Esher,
Claygate, Dittons, Surbiton, Hinchley Wood. I
have worked at the Trust for 11 Years, during
this time I have worked in Repairs, Customer
Services, and was a Scheme Manager for
Sheltered Housing prior to becoming a TSO.
Sam Pamment
Hi, my name is Sam Pamment, TSO for
Weybridge, Franklands Drive and Hersham
South, I have worked for Paragon for 3 years
in repairs and look forward to meeting you all
in my new role.
Lee Grant
My name is Lee, I’ve been involved
in housing management for over 5 years
and have a large amount of experience
in supported housing, dealing with young
people and associated issues. I am TSO for
Hersham North and parts of Walton.
Originally from Liverpool I have recently
moved to the Elmbridge area, apparently
it’s sunnier here!!!
Peter Bradley
Hi my name is Peter, I have worked for
Paragon since September 2012. I am the
new TSO for the East and West Molesey
areas and Vicarage Fields in Walton-onThames. I grew up in Elmbridge! I love
living and working in this area! I have
already met many of the residents in
Molesey and Vicarage Fields and look
forward to meeting and working with many
more of you!
TE
T
AN
CO
S
AC T
35
IO
N
N
34
MMIT TEE
AGM
The Tenants Action Committee
(TAC) AGM was again held at
Richmond Old town Hall and was
attended by 40 residents from
across the Richmond area.
Residents of Gate Court were invited
to join Paragon and Quadron for the
official opening of the Gate Court
garden area on Wednesday 30th
October. Paragon would like to thank
residents who were involved in the
project for their hard work in improving
and maintaining this area.
In August the Resident
Involvement Team ran another
successful Stamp out Boredom
Project. The 3-week programme
is in its fourth year now and is
for young people aged between
11 and 16 years living in the
Elmbridge area.
The meeting heard a detailed
presentation from the Police
about proposed changes to the
service in Richmond and an
update from TPAS on the national
Resident involvement scene,
overall an informative meeting.
Some of the young people and
their families joined residents
of Talbot Lodge for the official
opening of the garden area on
Thursday 31st October.
Young people were presented
with a certificate to recognise
their achievement and residents
thanked them for their hard work
and commitment to the project.
The project created an
environment for more social
cohesion and opportunities for
the two age groups to interact
and work in collaboration with
each other.
9 young people took part in activities
which included glass painting,
canoeing, kayaking, cycling in
Richmond Park, a trip to LEGOLAND,
budgeting with Rob Hawkes and a
cooking challenge, theatre trip, graffiti
project, photo competition, boat trip
and overnight stay at Walton Firs.
The activities were carefully chosen to
prepare the young people to take part
in the Duke of Edinburgh award. Over
2 days, the young people worked with
residents of Talbot Lodge, sheltered
housing scheme, and Quadron, the
grounds maintenance contractor,
to plan and redesign the communal
garden. Residents were impressed
with the commitment of the young
people, now they enjoy and socialise
in their newly landscaped garden.
The project came to an end with a
Presentation Ceremony on 23rd at
Case House with the families of the
young people who took part in the
project. Dom Raab presented the
young people with a certificate
of achievement.
36
37
Maintenance
Service
Update
Fantastic, I am
so happy with
my gorgeous
kitchen.
Gas
Servicing
Boiler
Replacements
Gas
Auditors
Electrical
Testing
With your
help we have
completed the
annual gas
safety check
to 100% of
our properties
with gas in
September and
October.
We pleased to tell you
that Robert Heath have
completed our gas
boiler replacement
programme 4 months
ahead of schedule this
year. This means that
over 400 properties
have had a brand new
boiler fitted which has
got the highest possible
efficiency rating.
We will have a similar
boiler replacement
programme next year
and we will be writing
to the properties that
will be getting a new
boiler in April next year.
We have appointed
Pennington Choices,
following a best value
review to carry out our
gas audit inspections
from January 2014.
Pennington Choices
will be carrying out
a sample of quality
control inspections of
works completed by
our gas maintenance
contractor.
These inspections
are important quality
checks on the gas
works carried out to
ensure works have
been completed to
right standard.
If you receive a
letter or call from
Penningtons, we
would be grateful if
you can arrange an
appointment for them
to visit and check your
system.
We are just about to
appoint an electrical
contractor to carry
out the electrical
testing of the wiring in
approximately 4000 of
our properties over a
two-year period.
We will appoint
two contractors, one
contractor will carry out
the testing and another
contractor will carry
out re-wire works as
this is identified from
the electrical test
carried out.
We plan to start
the electrical testing
towards the end of
January 2014 and we
will be writing to you
nearer the time with
further details.
Our gas contractor
Robert Heath Heating
and our gas team have
done extremely well to
achieve this for
first time.
At the time of writing
we are still at 100%
compliancy and with
your help in providing
access to carry out
the gas check we can
keep this at 100%.
Kitchen
and Bathroom
Replacements
The kitchen and
bathroom replacement
programme is
underway and during
April to September
2013 we have
replaced 188 kitchens
and bathrooms. The
feedback very is
positive!
"Very pleased with my
new bathroom, the
contractors were very
friendly and worked
hard, thank you!"
We plan to start the
next package of 316
kitchens and bathrooms
between December
and April 2014 and
we have written to
residents whose kitchen
and/or bathroom is due
for renewal.
Window
Replacements
We are currently in the
process of identifying a
contractor to undertake
windows replacements
to 131 properties
between January and
March 2014. We will
be writing to residents
nearer the time with
further details.
Communal
Decorations
We have just appointed
three contractors to
carry out the communal
internal and external
decorations at 1543
properties. We will be
undertaking the internal
decorations between
November 2013 and
March 2014 and then
carry out the external
decorations during
March and August
2014 once the warmer
weather returns. We will
be writing to residents
affected over the
coming weeks with
further information.
38
39
orestates),requiresasignificant
utilitybills,ifresidentswishto
reviewtheirutilitybillsthemselves. capitalcostespeciallywhen
retrofittedtoexistingbuildings
butthesupplyisatnilcost(ifthe
Paragonisindiscussionswith
energysourceisnatural)orata
TheUtilityWarehouse(www.
reducedcost(wheretheenergy
utilitywarehouse.co.uk),alarge
sourceiswoodchipsormainsgas).
Britishorganisationprovidinga
rangeofeverydaymoneysaving
Paragonisprogressingthiswith
servicestoover450,000homes
newbiomassheatingsystemsin
andbusinessesacrosstheUK,
aboutpayingmembershipfeesfor Lynde,LushingtonandCroxallin
residentswishingtojointhisutility 2014.
discountclub.
My Home Energy
Paragonisalsointheprocess
ofprovidinganon-goingenergy
adviceservicedeliveredeither
in-housebyamemberof
Paragonstafforbyapartnering
arrangementwitharecognised
energyadviceserviceprovider,
moredetailstofollow.
YOU WANT
DO YOU
DO
WANTTO
TOPAY
PAYLESS
LESS
YOUR ENERGY?
FOR YOUR
FOR
ENERGY
? LESS
DO YOU WANT
TO PAY
FOR YOUR ENERGY?
0800 0014 706
Energy costs are dominating the
toensureheatingisonatthe
witch.org.uk
headlines www.myhomeenergys
and are a major concern
righttimesandintherightparts
to UK households. Prices are set to
ofthehome
rise in the years ahead but there
•Thinkingaboutenergyusewhen
0800 0014 706
are things that we can do and are
buyingnewappliances
and simple
fast
free,
www.myhomeenergyswitch.org.uk
already
doing
about
it.
gnimoC
C: 100% M: 60% Y: 0% K: 0%
Switch to a less costly tariff:
R: 0 G: 102 B: 179
What can we do?
•Lowerourenergyusewithout
adverselyaffectingourhealthor
free, fast and simple
qualityoflifeby;
•Keepingwindowsanddoors
closedwhenheatingisinuse
•Dressingappropriatelyforthe
season
•Switchinglightsandappliances
offwhennotinuse
•Usingheatingtimersandvalves
Installing renewables to
produce electricity and
water heating:
gnimoC
Pantone Process Coated: DS 203-1 C
ContacttheMyHomeEnergy
Switchservice,developedbythe
NationalHousingFederation,on
0800 0014 706tofindthebest
priceforyourgasandelectricity
detailsareontheParagonwebsite,
andleafletsinourreception.
Pantone Process Coated: DS Process Black C
Thereareseveraltechnologies
whichgenerateelectricityand/or
heatinaresidence,orverylocally
tothem.
Process Coated: DS 203-1 C
100%
C: 60% M: 40% Y: 40% K:Pantone
R: 0 G: 0 B: 0
C: 100% M: 60% Y: 0% K: 0%
R: 0 G: 102 B: 179
Pantone Process Coated: DS Process 73-1 C
C: 0% M: 100% Y: 100% K: 0%
Renewabletechnologiessuchas
SolarPhotovoltaic(PV)panels,
solarwaterheatingandcombined
heatandpower(forblocksofflats
Pantone Process Coated: DS Process Black C
R: 237 G: 28 B: 36
C: 60% M: 40% Y: 40% K: 100%
uSwitch(www.uswitch.com),is
oneofthemostestablishedprice
comparisonwebsitessitesfor
R: 0 G: 0 B: 0
Pantone Process Coated: DS Process 73-1 C
C: 0% M: 100% Y: 100% K: 0%
R: 237 G: 28 B: 36
Improving energy efficiency:
TheEnergySavingsAdvice
Service(www.energysavingtrust.
org.uk)hascomprehensive
informationonimprovingenergy
efficiencyinyourhome.Paragon
iscontinuingtoprogresswithour
windowsreplacementandboiler
replacementprogrammesaspart
ofthegovernmentDecentHomes
Standard,whichrequiressocial
housingresidencestobebrought
uptoabasicminimumstandard
withefficientcentralheatingand
basicloftandcavitywallinsulation.
Ifanyresidentswishtohavetheir
loftand/orwallinsulation
toppedup,thenpleasecontact
CharlesEllisdirectlyon
01932 235 860
40
41
communal areas of the blocks. The
leaflet advises where we will be
based from 9.30 – 6pm on the day
should residents want to come and
speak to us and asks residents to
contact us in advance if they have
anything they want us to look at
while we are there.
Paragon’s
ma
have been intenance team
hol
maintenan ding local
ce action
days...
We have had 6 Maintenance
Action Days so far:
• Barnes – 26/03/13
• Vicarage Fields – 11/04/13
• Molesey – 26/06/13
• Central Richmond – 23/07/2013
• Central Kingston – 10/09/13
• Cobham – 24/09/13
We have a further two planned
in January when we are going to
Hampton and St Johns in Walton.
The aim of the day is to
identify and remedy as
many new and outstanding
repairs to the communal
areas of our flats and
schemes and to enable
residents in the local area
to meet members of the
maintenance team.
The contractor Willmott Dixon
provide a supervisor, electrician,
carpenter, plumber and ground
worker on the day in order to
complete repairs. The handyman
is also available on the day. In
addition to this we also have the
tenancy services officers for the
areas available on the day.
Before visiting the area we
send a leaflet to the properties
within the blocks and schemes.
We also put up leaflets in the
The contractor supervisor and a
Paragon surveyor also visit the
blocks in the week before the visit
to identify repairs and
any materials they
may need in order to
complete as many
repairs as possible on
the day.
On the day itself the
Repairs Services Manager, Claire
Wilkins and a Repairs Officer are
available at the base to meet
residents, take details of repairs
and co-ordinate with the contract
supervisor to get the repairs
completed. It is an opportunity for
repairs officers who are normally
office based to get out and meet
residents.
Paragon staff also visit every block
and scheme on the day and also
knock on a few doors to talk to
residents, ask them if they have
any repairs to report, get their
feedback on the service and also let
them know who we are. We have
completed more than 300 repairs
across the areas that we have been
to. This has been a very valuable
exercise for us as a service.
The feedback from residents on the
days has been good. One resident
in Molesey said “it was nice to see
all of the maintenance team making
a concerted effort in getting lots of
repairs done”.
We want the action
days to be a regularly
fixture throughout
the year, we aim to
have a minimum of
8 per year, 2 every 3
months. If you receive
a leaflet because you
live in a block or scheme that we
will be visiting please do let us know
if there is anything you want us to
look at and do come along and see
us on the day if you have time to.
If you can’t make it on the day
please contact us in advance if
there are any communal repairs that
need fixing and we will endeavour
to complete them on the day:
Bianca Ponton: T 01932 235 946
42
43
Talk to us
Switchboard
Like the idea, but worried about
transport or child care?
We can help, just chat with us
about that when you call to book
your place.
Mekida Carr
T 01932 235 954
Bethany Sangster
T 01932 235 953
Lee Grant
T 01932 235 793
Helen Colgate
T 01932 235 784
Harry McKnight
T 01932 235 952
Peter Bradley
T 01932 235 774
Oliver Roberton
T 01932 235 772
Soran Hadad
T 01932 235 956
Sam Pamment
T 01932 235 774
Petra Sturton
T 020 8481 8917
Carol Ibe
T 01932 235 791
Sheryl Lamb
T 020 8481 8918
You can also email any member
of staff by using the initial of
their first name followed by their
surname.
Christine Blazey
T 020 8481 8910
Jerine Godfrey
T 020 8481 8918
Mario Alviz
T 020 8481 8912
Martin Watson
T 020 8481 8917
For example, John Smith would
be: [email protected]
Roger Fretwell
T 020 8481 8909
Michael Keen
T 020 8481 8915
Getting in touch via email
t. 01932 235 830
Julie Pink
T 01932 235 792
Leasehold Team
Katherine Hiscock
T 01932 235 786
Receptionist
Kate Pinchard
T 020 8481 7277
Our welfare benefits team provide
Free, fun & informal sessions
for all of those savvy people who
want to know how to get the
best deals and make their money
stretch much further! The team
will show you how to budget
better and teach you some great
tips and tricks to get ahead of the
game. Call us to sign-up on:
Tracey McCullough
T 01932 235 779
Income Team
Lauren Pink
T 01932 235 771
Receptionists
Sandra White
Valerie Maunders
T 01932 235 700
Are you worried about not
having enough to pay the rent
and bills this Christmas time?
Tenancy Services
Jackie McLean
T 020 8481 8911
By post
Case House, 85-89 High
Street,Walton on Thames,
Surrey, KT12 1DZ
13 Castle Mews, High
Street, Hampton,
Middlesex, TW12 2NN
Citizens Advice
Bureau
Walton 01932 248660
Esher 01372 464770
Richmond 0844 826 9700
Beverley Dutton
T 020 8481 8970
Care Homes
Marling Court:
Zoe Smith
T 020 8783 0157
Repairs, Maintenance Viera Gray:
Andrew Pharro
& Handy Person
T 0800 980 9008
T 020 8748 4563
Lyle House:
Sharon Simpson
T 020 8878 3806
Welfare Benefits
T 01932 235 830
Lettings Team
Samantha Byrne
T 01932 235 788
Charlie Butler
T 01932 235 776
Sheltered & Supported
Housing Team
Angie Newby
T 020 481 8961
James MontgomeryHeffernan
T 020 481 8962
See reverse for the
Resident Involvement
team contact details
Designer / Editor
Get
involved
BRYONY WARREN
T 01932 235 714
E [email protected]
Resident Involvement
ROHIMA KHATUN
T 01932 235 888
E [email protected]
CHLOE JONES
T 020 8481 8941
E [email protected]
SIMON MARTIN
T 020 8481 8944
E [email protected]
BOB MITCHELL
T 020 8481 8943
E [email protected]
If you would like to
contribute any short
articles, photos or messages
to The Resident magazine,
please send via email to
[email protected]
or by post FAO
Bryony Warren, Paragon
Community Housing Group,
Freepost WB510, Waltonon-Thames, KT12 1DZ
From all at Paragon,
we wish you a fantastic
Christmas and a Happy New
Year, and The Resident will
be back in the Spring time!