HEATING YOUR HOME

OPEN FIRES

• Always be careful when using an open fire to keep your home warm and always use a fire guard to protect against sparks.
• Always check your fire is under control before going to bed.
• Keep chimneys and flues clean.

PORTABLE HEATERS

• Keep heaters away from curtains and furniture.
• Do not use heaters for drying clothes.
• Always unplug an electric heater when you go to bed.
• Try to secure the heater to a wall to stop it falling over.

KEEPING WARM

ELECTRIC BLANKETS

• Unplug blankets before you get into bed, unless they have a ‘safety all night’ feature.
• Store the blanket either rolled, flat or loosely folded to avoid wire damage.
• You may be able to get your fire blanket tested by Age UK or your local fire service. They should be tested every three years.
• Try not to buy second-hand blankets.
• Replace your blanket every ten years.
• Always follow the manufacturer’s instructions.

WHAT TO DO IF THERE IS A POWERCUT

ALTERNATIVE LIGHTING

• Have battery operated torches and extra batteries in an easy to find place.
• If you have to use candles, make sure you blow them out before going to bed.
• Make sure candles are in a secure holder and are away from curtains, clothing and bedding.

ALTERNATIVE POWER

• Have a portable charger fully charged, so you can still use a mobile phone in the event of an emergency.

STAY WARM

• Wrap up in layers of warm clothes and blankets.

You can read our fire safety guidelines in full here: Fire Safety – Wandle Housing Association

On Sunday 5 November it is Bonfire Night, which can be a fun night for all the family to enjoy. However, for many the noise can be distressing, and it is important to respect your elderly and vulnerable neighbours, as well as those with young children and pets.

Here are some tips to keep everyone safe this weekend.

Bonfire and firework safety

• If you are hosting a fireworks party, please tell your neighbours, especially those who are elderly, have young children or have pets.
• Never have a bonfire or let off fireworks on your balcony or in communal areas.
• Don’t set off fireworks between 11pm and 7am.
• Please avoid using drink or drugs before or when using fireworks.
• Never return to a lit firework.
• Never throw fireworks and never have fireworks in your pocket.
• Children should never play or light fireworks.
• Sparklers should be lit at arm’s length and at one at a time. Children under five should not handle sparklers, and children over five should be always supervised by an adult. Wear gloves when handling sparklers and dispose of them in a bucket of water.
• Keep your pets indoors this weekend, close the curtains and play some gentle music or pop the television on to mask the sound. For more information on keeping your pets safe during fireworks night, please visit the RSPCA website.
• The safest way to enjoy fireworks is by going to an organised event. Check your local council’s website for displays near you.

For more information, visit Fireworks | London Fire Brigade (london-fire.gov.uk)

Halloween takes place this year on Tuesday 31 October and it is likely some people will be enjoying early celebrations this weekend. We have put together some handy tips to keep you and your family safe over the Halloween period.

Fire safety

• Use battery-operated candles in your pumpkins

• Use battery-operated torches and glowsticks

• When choosing costumes, stay away from long trailing fabric and make sure they are labelled as flame-resistant.

• Teach children to stay away from pumpkins in case they have a live flame inside

• If you are decorating your home, please make sure all decorations are away from open flames, ovens, microwaves and radiators.

• Make sure to keep all exits clear of decorations in your home.

• Make sure all smoke alarms are working.

Stay street smart

• Always accompany young children

• If your older children are trick-or-treating without adult supervision, plan a route with them and agree a time they will get back home.

• Remind children the risk of distracted walking and remind them to not assume cars will always stop at crossings.

• Stay on well-lit streets in well known areas and always use the pavement.

• Caution children to never enter a house or car to receive their Halloween treat.

• Remind children of all ages what to do in case of an emergency and how to call 999.

Halloween disturbances and home safety

• Remember that some people will not want to be disturbed. If there is a pumpkin outside a house, it’s usually a good sign they are happy to receive trick-or-treaters.

• When out trick-or-treating, be mindful of your noise and do not ring someone’s doorbell or knock more than once.

• If you want to receive trick-or-treaters, always use a door chain or look out of a spy hole/window before opening the door.

• Only open the door if you feel it’s safe to do so. If you don’t feel safe, it’s fine to not open the door.
• Some people leave a bowl of sweets outside their home so they don’t have to keep answering the door.
• If you’re worried about Halloween night, invite a friend, family member or relative to sit with you.

It’s ok to not take part in Halloween

If you don’t want to receive trick-or-treaters and are concerned about staying safe, always have your doors and windows locked. We have created a poster you can print at home or at your local library to attach to your front door so you won’t be disturbed.

Our housing team recently transformed a hot spot for fly-tipping into a community garden project.

Residents living in Merton were at the end of their tether with relentless fly-tipping on the corner of their street.

Fly-tipping is the illegal dumping of waste and is a criminal activity for which you can be prosecuted. Not only is it unsightly, but it can also harm the local environment.

Repeatedly clearing the rubbish was only a short-term fix, as the fly-tippers would only return.

Our residents suggested that the area be replaced with a small garden space, that the local community could use to grow herbs and vegetables.

Getting a project like this off the ground is more complex than it looks as it involves a great deal of admin and time to ensure it is delivered to a high standard.

The area was finally prepared and is now a great addition to the street and most importantly deters fly-tipping.

If you have ideas for how we can improve your estate, please email us at estateservices@wandle.com, and we will consider how we can help you.

Read about what you can do if you have noticed fly-tipping in your local area on our webpage.

Now more than ever, it is important to start recycling at home. Once you know what you are doing, it is easy to get started. Follow the steps below and start recycling today.

• Familiarise yourself with what you can recycle at home. There is a brilliant Recycling Locator Tool on the Recycle Now website.
• Do you have the right bins? If you are missing one, contact your local authority to order one.
• Know your dates! Mark the various dates in your calendar so you don’t miss any collections.
• Store your recycling in a convenient place that doesn’t obstruct access to your property. Don’t forget recyclables from your bathroom and other rooms at home.
• Encourage your family or flatmates to play their part in recycling.

Taking the time to learn about what you can and cannot recycle means you are playing an important role in looking after our beautiful planet.

Recycling Week is running from Monday 16 October to Sunday 22 October 2023.

Now in its 20^th year, it is a celebration of recycling across the nation, encouraging people to make the right choices, more often.

This year’s theme is ‘missed capture’ – those items that can be recycled but are often missed.

Throughout the week, we will be sharing information about how to recycle, myths about recycling and how we can support you in keeping your community clean and litter free.

So, why is recycling important?

Recycling at home helps to reduce the need for landfill and more expensive forms of waste disposal. Recycling also reduces our reliance on our natural resources, protecting our precious air and water. In turn, this saves energy, reduces greenhouse gas emissions, and helps to fight our climate crisis.

It can be confusing to know what you can and can’t recycle, so do check out the recycle now website and familiarise yourself with what the different symbols mean.

We know that fly-tipping is a common problem for our customers, and we encourage you to report anyone seen dumping bulk rubbish, as this is considered anti-social behaviour. Please contact us by emailing estatesservices@wandle.com and we will ensure the matter is dealt with.

Congratulations to the winners and runners-up of this year’s gardening competition.

Suzanne Horsley, Executive Director of Customer Services at Wandle visited the winners and was impressed by the creativity on display.

First place:

Community garden – Soul food garden

Outdoor garden – Fiona Allen

Runners up:

Community garden – Queen Elizabeth House

Outdoor garden – Michelle Roche

Outdoor garden – Glen Bottomley & Christina Marquez.

Thank you to everyone who submitted their garden, your entries were colourful and a testament to the joy of being outdoors and connecting with nature.

We are pleased to share the published version of our annual report for the year ending March 2023.

The report gives an overview and insight into what we have been doing over the last twelve months. Throughout the year we have focussed on our customers feeling safe in their homes, including our understanding of damp and mould in our homes.

We continue to learn from complaints and have included a number of case studies to highlight were we have improved.

We have also created a short video that expands on what we are doing to improve our customer service offering.

There is still a lot of work to be done, but we are committed to driving continuous improvement, and deliver against our vision ‘homes to be proud of and services you can trust.’

This week is National Customer Service Week, and is an opportunity to raise awareness of customer service and the vital role it plays in successful business practice and the growth of

In the last year we have launched our customer experience strategy with key themes:

• Making life easier for our customers
• Ambitious for our customers
• My job is for customers.

Our overall performance has significantly improved, with our contact centre wait time now reduced from an hour wait to an average wait time of under four minutes.

We are committed to improving how we handle complaints, and our resolutions team have been working across the business and our collective effort is beginning to pay off with complaints being raised now at the lowest it has been in over two years.

Most recently, our community days held in Tooting and Peckham were a resounding success, with over 250 residents attending. As a result, our customer empowerment team are organising three community days to be held at our sheltered/supported schemes in October and November.

We see our purpose as supporting people, across south London, who need a home and we are helping to tackle the shortage of good quality affordable housing by providing homes for people most in need of housing.

We want to be a good landlord and contribute to building strong communities in south London and deliver against our vision ‘Homes to be proud of and services you can trust.

If you need to contact us, please get in touch by calling us on 0300 2000 120, we are open 8am-6pm. You can also email us on customerservices@wandle.com.