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BBQ Safety

The weather has been warming up again, and with the next bank holiday just around the corner, it’s the perfect time to get grilling on the BBQ.

We have put together some tips to keep you safe when using a BBQ:

  • Never use a barbecue (including disposables) indoors or on your balcony. 
  • Keep children, garden games and pets well away from the cooking area. 
  • Don’t cook in communal areas. Have your barbecues in a private space, away from neighbours and well away from sheds, fences, trees or shrubs. 
  • Have a fire extinguisher close to hand and know how to use it. You also need to know how to cut the gas supply, and it’s useful to know how to treat burns. 
  • Never leave your barbecue unattended. 
  • Smoke can get in hair, clothes, eyes and lungs, but also contains carbon monoxide and other dangerous substances. Try and keep your distance as much as possible. 
  • Grilling gloves and utensils with a long handle will keep arms and hands safe from flames. 
  • Wash your hands before preparing food, after touching raw meat and before eating. 
  • Check food is cooked: ideally, burgers, chicken and sausages should be tested with a thermometer before eating and no pink meat should be visible.  
  • After you have finished cooking, check the charcoal is cold or the gas has been turned off. Store your barbecue in a safe, dry place and not on your balcony. 
  • Remember to clean up your barbecue after using to avoid any pests. 

See more advice on safer barbecues from London Fire Brigade. 

If you have an emergency while having a barbecue, please call 999. 

Annual complaints performance 2024/25

We know we don’t always get things right, or meet your expectations. When something goes wrong, we are committed to finding out why and resolving it as quickly as possible. We want to ensure that complaints are addressed fairly, effectively, and promptly.

We have produced a full report reviewing our performance and learnings in 2024/25.

Board Response to the Complaints Performance and Service Improvement Report 2024/25

As the Member Responsible for Complaints, I fully acknowledge the critical importance of delivering a high-quality, fair, and responsive complaints service. Over the past year, we have identified areas where our performance has not consistently met the standards our residents rightly expect. In response, we launched a targeted improvement programme aimed at strengthening our complaints handling, improving outcomes, and embedding a culture of continuous learning across the organisation.

This programme has already delivered several tangible improvements, including clearer accountability at each stage of the complaints process, enhanced quality of responses, and a reduction in escalated cases. We have also strengthened our internal monitoring and reporting frameworks to ensure greater oversight, consistency, and transparency.

As a result of these improvements, and as a reflection of our commitment to meaningful change, the Housing Ombudsman has concluded its investigation into our complaints handling, which commenced late last year. The Ombudsman acknowledged that we have identified key areas for improvement and are actively addressing them. While the investigation has now closed, we remain firmly committed to embedding long-term, sustainable improvements in how we manage and learn from complaints.

We continue to engage constructively with the Housing Ombudsman Service (HOS), using their feedback and recommendations to inform our ongoing work. Their insight has been instrumental in helping us identify systemic issues and implement effective, lasting solutions.

Learning from complaints remains central to our approach. We are using complaint data to identify trends, inform service improvements, and share learning across teams. Crucially, we are committed to closing the feedback loop by reporting back to residents on the changes we have made as a result of their experiences, helping to build trust and accountability.

While we are encouraged by the progress made, we recognise that there is more to do. We remain focused on driving further improvements, ensuring that every complaint is treated as an opportunity to learn, improve, and deliver better services for our residents.

Andy McWilliams

Vice Chair of the Board, Chair of Customer Experience Committee


You can read our Complaints policy in full here, and our latest self-assessment against the Complaint Handling Code here.

Join our Homeownership Panel!

Are you a Wandle homeowner who wants a real say in how your services are delivered?
This is your chance to be heard and make a difference. We’re launching a new Wandle
Homeowners Panel and are looking for volunteers to join us!

As a panel member, you will:

  • Have a direct say in decisions about service charges, major works, consultations, insurance cost and leaseholder matters.
  • Hold us accountable and help raise standards.
  • Help us improve communication, transparency and service standards.
  • Influence how we implement the Service Charges Code and shape policies on shared ownership and leasehold.
  • Contribute to our journey towards a HQN accreditation for excellence in homeownership services. Your involvement can help us achieve that goal.

The panel will meet quarterly, either in person or online, and will be made up of a diverse group of homeowners from across Wandle homes.

If you are interested in joining the panel, please email homeownership@wandle.com. Please include your name, address. and a few lines about why you’d like to join. Together we can make a real difference.

Sun safety

The UK has already experienced several heatwaves this summer, and even though the sun hasn’t been shining in recent days, the temperature is predicted to heat up again in August. Therefore, we have put together some tips to keep you safe for when the sun returns.  

When the temperature rises, make sure to:

  • Use a high protection sunscreen of at least SFF 30, which also has a UVA protection. Apply a generous amount and apply frequently, especially if you are spending a lot of time outdoors.
  • You can protect your skin by wearing a loose fitting t-shirt and shorts. To protect your face, pop on a hat and some sunglasses.
  • Try and not be in direct sunlight between the hours of 11am-3pm as this is when the sun is strongest.
  • Keep babies, young children and pets out of direct sunlight.
  • Never leave children, anyone vulnerable or pets in a parked locked car.
  • Never exercise pets when the temperature is very high. A regular walk could become a medical emergency.
  • Always test pavements, footpaths and slabs in gardens and communal areas. If it’s too hot on your hand, it’s too hot for your pet.
  • Make sure to drink plenty of water.
  • If there are any changes to a mole or mark on your skin, book an appointment with your doctor to make sure everything is ok.

BBQ Safety

  • Never use a BBQ (including disposables) indoors or on your balcony.
  • Don’t cook in communal areas. Have your barbecues in a private space, away from neighbours and well away from sheds, fences, trees or shrubs.
  • Keep children, garden games and pets well away from the BBQ.
  • Have a bucket of water/sand or a fire extinguisher nearby in case of an emergency. If you’re using a gas BBQ, make sure you know how to cut the gas supply.
  • Never leave your barbecue unattended.
  • Smoke can get into hair, clothes, eyes and lungs, and can also contain carbon monoxide and other dangerous substances. Try and keep your distance as much as possible.
  • Grilling gloves and utensils with a long handle will keep arms and hands safe from flames.
  • Check your food is cooked: ideally, burgers, chicken and sausages should be tested with a thermometer before eating and no pink meat should be visible.
  • After you have finished cooking, check the charcoal is cold or the gas has been turned off. Store your barbecue in a safe, dry place and not on your balcony.

If you have an emergency while having a BBQ, please call 999.

Tip to keep you and your home cool this summer

  • Take lukewarm or cool showers
  • Close your windows, doors, curtains and blinds closed during a heatwave to keep the hot air out. When the sun goes down, open your windows and doors to let the cool air in.
  • An electric fan is relatively cheap to run and will instantly cool you down. Remember, the fan will not decrease the air temperature, so don’t leave a fan in an empty room, as you will waste energy.
  • At night, you might think it’s better to not wear anything, but wearing thin loose clothing will act as a sweat barrier between you and your bed sheets, which will help you feel cooler.

To read more about sun safety, here are some useful websites:

www.britishskinfoundation.org.uk

www.nhs.uk/live-well/seasonal-health/sunscreen-and-sun-safety/

www.gov.uk/government/publications/beat-the-heat-hot-weather-advice/beat-the-heat-staying-safe-in-hot-weather

Sureserve – Annual gas safety check

Every year Sureserve Compliance South are required to check landlords gas appliances in your home, such as gas boilers, gas fires and cookers. A degree of flexibility has been introduced for the timing of landlords’ mandatory annual gas safety checks.

The MOT-style change will allow landlords to carry out their annual gas safety check in the two months before the due date and retain the existing expiry date.

This regulation sets out when the next safety check must be completed in order to retain the existing deadline date. It also sets out a one-off flexibility that landlords can use to align the date of an appliance check with that of other appliances at the same premises. This avoids landlords waiting until the last minute and not gaining access or having to shorten the annual cycle check to comply with the law. There is no change to the legal requirement for an annual gas safety check or for maintenance to be carried out.

Here is an example:

An engineer completes a gas safety record on 10 February 2025 which means the next check is due by 10 February 2026 (the “deadline date”). On 5 January 2026, the next gas safety record is completed (about 5 weeks early). The next check will be due on 10 February 2027 despite being done early because the “deadline date” has been retained under the new legislation.

Under the previous rules using this example, the next record would have been due on 5 January 2027.

Please be aware you may be required the have your gas safety check sooner than current expiry as this will then align servicing into the summer months to assist with the winter demand.

If you would like more information or would like to check when your last gas safety check was, please contact Sureserve on 020 3961 5210.

Repairs improvement panel

We know that our current repairs service isn’t meeting the standards you deserve, and we’re committed to making real improvements. To do this, we need your voice at the centre of this change.

We’re setting up a Repairs Improvement Panel and would like to invite you to take part.

Why are we doing this?
We’ve heard some of the issues already – missed appointments, unclear priorities, and inconsistent service. We want to go further by working together to design a service that works for you. Your insights and experiences will help shape the changes we make, ensuring they reflect what matters most to you and your neighbours.

What’s involved?
• Quarterly meetings, with occasional smaller group sessions to look at specific issues
• Initial meeting in person, then hybrid (online or in-office – your choice)
• £20 voucher per meeting to thank you for your time and contribution.

What’s in it for you?
You’ll have the opportunity to influence how our repairs service works in the future. Together, we’ll explore improvements such as:
• More flexible appointment times that take into consideration your working hours or the school run
• Clearer repair priorities for residents with caring responsibilities
• Better standards for operatives in your home – like wearing shoe covers or signposting support services.

We are hosting an info session online on Wednesday 25 June at 6.30pm. If you’re passionate about improving services in your community and want to be part of making things better, please email customerempowerment@wandle.com.

Wandle celebrates key milestone with topping out ceremony

Wandle’s flagship development 46-76 Summerstown in Merton reached a significant milestone this week, with a ‘topping out’ ceremony marking the latest construction phase.

The single eight-storey development will provide 93 much-needed affordable homes. These include 39 London Living Rent homes and 54 Shared Ownership homes, which promise to be high-quality and energy-efficient.

The development is supported by a social housing grant from the Greater London Authority (GLA) and is part of a wider regeneration project in the area. Originally designed by Concept Architect CZWG Architects LLP, it has been updated by Higgins Partnership, which is working closely with the GLA to bring the project to life.

Yinka Bolaji, Executive Director of Development and Property at Wandle, said: “I am delighted to see how the building work at Summerstown is coming along, and am looking forward to welcoming our future residents.

“Our residents are at the heart of Wandle’s business, and I am proud of the high-quality and affordable homes we will provide to one of our core boroughs.”

Dominic Higgins, Chief Operating Officer at Higgins, said: “We are proud to reach this milestone at Summerstown, which will not only deliver affordable homes but leave a legacy for the people who live and work in this neighbourhood. This development exemplifies our commitment to creating sustainable, well-designed homes that meet the needs of the community today and for generations to come.”

As part of the development, the local authority will benefit from over £150,000 of S106 contributions, which will go towards funding vital local public health and education facilities. The council tax benefit to the borough will be c.£180,000 per year.

Both Wandle and Higgins are committed to building better, stronger, safer, and more sustainable communities that deliver high-quality homes for residents and leave a legacy of positive impact.

Wandle Greenfingers is back for 2025!

Our annual gardening competition is back for 2025 and by entering you could be in with the chance of winning £150 or £300.

Gardening and tending to plants is a great form of exercise as well as being a positive mindful activity which can boost your mood and help with your mental health.

This year we have three categories:

Community Project: We have loved seeing your community gardens over the years, creating beautiful spaces to share and build together. This year, we want to see examples of how you use gardening to bring your community together.

Prize: £300 cash prize for first place and £150 cash prize for second place, to put towards your community garden.

Best Back Garden: If you love spending time in your garden, attending to your flower beds and creating your own space to enjoy alone or with loved ones, then we want to hear from you and see your beautiful botanical creations!

Prize: £100 Amazon voucher for first place and £50 Amazon voucher for second place.

Best Balcony: Living in London means that some of us have limited outdoor space, so we want to see your beautiful balconies. We are looking for a creative space that is sustainable and wildlife friendly, helping to protect our planet.

Prize: £100 Amazon voucher for first place and £50 Amazon voucher for second place.

You can enter the competition here and entries close on Tuesday 26 August 2025.

Barclays Discovery Day – Thursday 19 June 2025

Barclays are hosting their Career Discovery Day on Thursday 19 June 2025 from 10am – 12pm at the Barclays headquarters in Canary Wharf.

This is an opportunity to improve your CV, brush up on your interview skills and create a personal brand for the next step in your career.

Whether you are interested in banking or not, their Discovery Day will cover a range of topics applicable to any industry.

The event will include:

  • A tour of Barclays Headquarters.
  • Developing your personal brand including networking skills and creating/building your LinkedIn account.
  • Insights into good interview skills and quality CVs
  • Light lunch provided and chance to meet with Barclays colleagues.

You’ll also have the opportunity to hear from a range of colleagues in the bank who have risen to success from diverse backgrounds whilst demystifying stereotypes of being able to work in the finance sector.  

It promises to be an action-packed event, so please register your interest by emailing us at communications@wandle.com.

The address was Barclays Bank, 1 Churchill Place, Canary Wharf, E14 5HP

Board and committee appointments

At the March 2025 Board meeting, the Board confirmed the appointment of Nadira Hussain and Fiona Hollingsworth to the Board, and Craig Rought to the Asset Investment Committee.

Nadira Hussain is an established IT and change management leader, NED and coach with 30 years’ experience, having worked primarily in local government; leading the IT and digital service, managing wider teams including business improvement, transformation and customer services. She has also joined our People Committee.

Fiona Hollingsworth is the Director of Growth and Partnerships, and a member of the Executive Team for the housing association CHP. CHP are a housing association who own 12,000 homes in Essex. Fiona oversees the CHP development, sales and partnership programme which includes for-profit partnerships with M&G, LGAH and Octopus Affordable Housing. Fiona also oversees CHP’s market sale development programme through CHP’s subsidiary Myriad Homes. 

Craig Rought has over 25 years’ experience in the residential sector working for developers and housebuilders to deliver a wide range of residential-led mixed-use projects across London and the Southeast. He has led schemes from inception, through planning and delivery in both rural and urban settings, with a strong focus on design quality, placemaking, and sustainability. Craig has delivered affordable housing across all these schemes, building lasting partnerships with several registered providers.

Portrait photo of Nadira Hussain
Nadira Hussain
Portrait photo of Fiona Hollingsworth
Fiona Hollingsworth
Craig Rought

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Registered office: Second Floor, 230 Blackfriars Road, SE1 8NW.
Registered Provider no. L0277
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