Our Resident Annual report 2021/2022 outlines how we’ve supported our customers over the past year. Thank you to our customer experience panel for working with us to create this report.

The report gives an overview and insight into what we have been doing over the last twelve months. It covers the improvements we have made to our complaints handling process, damp and mould project and information on the diversity of our board. We also acknowledge were we need to make improvements.

If you would like a translated and/or accessible version of the report, please email communications@wandle.com.

Today the Regulator of Social Housing (RSH) has published the result of our In-Depth Assessment, which happened earlier this year.

The regulatory judgement confirms our G2/V2 rating of governance and viability. Wandle has changed significantly since its previous IDA. The presenting issues of 2018 have been resolved and the new regulatory judgement has been formed from a much-improved organisation with clear plans to improve further.

The Board is pleased that the RSH has recognised the significant improvements we have made in creating financial resilience, managing risk, and our revised asset management plan.

We have put in place a new corporate strategy with a strong focus on improving our services to customers and how we use data to support decision-making on existing homes.

The Board has already considered the current economic climate and made changes to our delivery plan for new homes.

We are grateful to the regulator for their ongoing engagement, continue to work with them, and are confident that we will deliver our corporate strategy and progress to a G1 governance rating within the next 12 months.

Dr Valerie Vaughan-Dick, MBE

Chair of the Board

We recently provided £10k of funding to the Age Friendly Social Housing Programme.

Delivered by HACT in partnership with the National Lottery Community Fund, to support social landlords, local agencies, and communities to work together to improve opportunities and outcomes for people aged over 50 in Southwark.

The UK is facing a loneliness epidemic, and the over 55’s are considered an ‘at risk’ group of experiencing social isolation. As an established landlord, we can play a significant role in creating age friendly communities, providing homes and a range of services to support people to age well in the place they call home.

The two-year programme will involve us working alongside residents to create new activities and services for our over 50s and enhance existing age friendly provision and testing new approaches to tackle social isolation and loneliness.

We would like to hear from Wandle residents over the age of 50 and living in Southwark, about any activities and services they would be interested in. To get in touch, email customerempowerment@wandle.com.

This Saturday (5 November) is Bonfire Night, and whilst it is a fun Autumnal celebration for many, for others, the noise can be distressing. It’s important to respect your elderly neighbours and those with young children and pets at this time of year.

Below are some tips to keep everyone safe.

Bonfire and firework safety

• Never have a bonfire on your balcony or in communal gardens.
• Don’t let off fireworks from your balcony.
• The safest way to enjoy fireworks is by going to an organised displayed. Check your local council website for displays in your area.
• If you are hosting your own fireworks party, tell your neighbours, especially those with pets who will be affected by the noise.
• Children should never play with or light any fireworks.
• Sparklers should be lit at one at a time and held at arm’s length. Wear gloves when handling sparklers and supervise children at all times. Don’t give sparklers to children under five.
• Please avoid using drink or drugs before or when using fireworks.
• Keep your pets indoors during firework displays, with the curtains closed and gentle music play to mask the noise. The RSPCA offer more advice on keeping animals calm during fireworks night.

For more information, see the Fire Service’s advice.

We are working in partnership with We are Digital to offer free one-on-one training and support for residents who would like to improve their IT skills.

More than 12.6 million people in the UK lack essential digital skills. By taking part in remote training, you can learn the following:

• How to video call friends and family
• Using social media safely
• Arranging GP appointments by video
• Online shopping and banking
• Accessing your social landlord housing portal
• Government forms.

We are Digital are offering tablets to those who don’t have access to a device, as well as free internet access for six months to those struggling to afford it but would still like to enrol on the course.

To sign up for a place on the course please email us at customerempowerment@wandle.com.

Dr Valerie Vaughan-Dick MBE today announced that she will be leaving her role as Chief Operating Officer at the Royal College of General Practitioners in January 2023, to take up the role of Chief Executive Officer at the Royaly Institute of British Architects.

Dr Vaughan-Dick remains in role as Chair of the Board at Wandle, and her commitment to delivering Wandle’s strategic plan to 2025 remains undiminished.

We hope you will join us in congratulating her on this exciting new step.

The UK are facing real economic uncertainty with the cost-of-living crisis showing no signs of abating. 

We know that many of our customers are worried, so we have compiled a short guide in how to access and afford essential items we all need to live a comfortable life. 

Are you owed a state pension top-up? 

Pension credit is a tax-free, means-tested benefit aimed at retired people on low incomes. In addition, it’s a gateway benefit that may make you eligible for council tax discounts, free TV licences for over 70s and more. Check your eligibility today. 

Make do and mend at a repair café 

Lean on your local community if you have broken household items you are unable to repair. Volunteers will fix your broken items for free but welcome a donation to cover the costs of running the café. 

Find your local repair café here. 

Is your phone and/or broadband out of contract? 

Are you on an old contract? Use the broadband and cheap sim comparison tools on the Money Saving Expert website to find a cheaper deal. 

Do you qualify for a broadband ‘social tariff’? 

If you are on a lower income, or on Universal Credit, there are a list of social tariffs which are cheaper in the long-term.  

If you are currently looking for work, you may even be eligible for six months free broadband. 

Unable to afford period products? 

Period products can cost up to £100 a year, despite the abolished ‘tampon tax’. Primary and secondary schools in the UK now offer free period products. You can also collect sanitary products at foodbanks, and Morrisons offer free care packages – just ask for Sandy! 

It’s worth mentioning that supermarket own brand products are as good as the well-known brands, and much more affordable. 

Does your child qualify for free school meals? 

If you receive a means tested benefit and are currently on a low income, your child may qualify for free school meals. Speak to your child’s school to find out more. 

Don’t overpay for your prescriptions 

If you require more than one prescription a month on average, it’s worth using an NHS prescription prepayment certificate. 

On benefits and have a disabled child? You could get cash from The Family Fund 

If you have a disabled child (aged 17 or under) who lives at home, and you receive certain benefits, The Family Fund has grants that can make life that little bit easier. 

The list of ways to get more for your money isn’t exhaustive, and we will be sharing more tips and ideas over the coming months. 

This week, the UK saw its third PM this year, and the cost-of-living crisis is throwing us into even further financial uncertainty. 

However, there are ways to tighten the purse strings and still enjoy life. Below are a list of money saving websites and apps which can be used to save money on delicious food. 

Too Good To Go 

By downloading the Too Good To Go app, you are helping reduce food waste and saving your hard-earned cash. You can purchase tasty, unsold food from businesses before it goes to waste. 

Olio 

You can collect free food and other household items from people in your local area, as well as businesses like Pret who give away unsold food at the end of the day. You could also become a Food Waste Hero and pick up food from businesses and share it with other users. 

BBC Food 

The BBC recently published a family £1 recipe meal plan that makes the most of supermarket deals and leftovers. 

Money Saving Expert 

You can find lots of information about how to save money and eat for less or even FREE. 

There are lots of other ways to save money and eat for less and we will continue to share these throughout the winter.

Our income team recently had success with a longstanding rent arrears case. 

Resident Mr H* was referred to Wandle in November 2019 to help reclaim personal independence payment (PIP) and apply for discretionary housing payments to clear his rent arrears. In addition, he had a legacy benefit overpayment of £100 per month being taken from his Universal Credit. Due to the deduction and being reliant on a small private pension, he was finding it very difficult to manage rent and bill payments which was causing him to fall further into arrears.  To make matters worse, if the arrears were not resolved, he was at risk from having his home repossessed. 

It was a complex case, and the income team had a challenge on their hands. To begin with, they challenged the Department for Work and Pensions (DWP) decision not to consider Mr H’s health issues and their insistence that he could work full time. He suffers from severe arthritis, which causes constant pain and discomfort and understandably leaves him suffering with his mental health. He also struggles to retain complex information, so the income team worked with his daughter to complete a budget sheet, locate bank statements, and contact his GP for supporting evidence of health issues to try and resolve the issues. 

This was made more complicated by the pandemic, the lack of face-to-face appointments, and further delays in responses from DWP. Due to this, his rent arrears increased to three and a half thousand pounds. 

Eventually, life returned to normal, and we were able to re-engage with Mr H’s daughter, the local council, and the DWP. We made a successful claim for PIP, and for discretionary housing payments. Mr H’s income has increased, his rent arrears are greatly reduced now, and will soon return to zero. Mr H can start living debt-free again and feel secure in his Wandle home. 

“My father and I would like to pass on our gratification for your amazing member of staff Rob. We are eternally grateful for all he’s done for us.” 

Mr H’s daughter

If you are struggling with your finances and paying your rent, please do not ignore rising debts and contact us. We can help with advice on paying your arrears. Any arrangements made will depend on the amount of the arrears and how much you can pay. We will try and make an agreement with you to clear any arrears, taking into consideration for income and other priority payments you must make.

Wandle recently supported a resident in dire straits after the death of his mother.

Mr S. was living alone in a threebedroom townhouse in Rotherhite. He has complex learning challenges and suffers from anxiety, as well as experiencing social isolation. Until recently he had lived with his mother until death, which has made his problems more challenging.

Our neighbourhood community officer picked up the death of a tenant request and enquired about Mr S’s living situation and to see how he was coping. He soon realised that Mr S was struggling to maintain his tenancy and his mental health was not in a good place. It was agreed that he would be better suited to a smaller property, that would be easier to manage and a place where he could feel more secure.

Due to his complex needs, it was proving difficult to move him from a three-bedroom townhouse to a one-bedroom flat. It was important for the property to have no garden and only a shower that he could easily access. He was also insistent on remaining in the local area as he had a local support network he relied upon.

The team went above and beyond to work together to support the move to the new property. After time, the team were able to make Mr S’s. dreams a reality and found a one-bedroom flat opposite a park he walks in daily, only a stone’s throw from his old house.

Through Wandle’s Helping Hand Fund, our tenancy sustainment team organised and paid for removals, as well as a new carpet. Mr S.* has been overwhelmed by the support from Wandle and is delighted with his new home.

By working in this holistic way with residents, we now have a three-bedroom property available for a family that needs a home and is struggling to afford the open market, and Mr S has a tenancy and home of his own at the age of 69.

Information about the Helping Hand Fund
The Helping Hand Fund is available to all Wandle residents who are financially struggling. It aims to support residents by providing vouchers for food and other household items from supermarkets, furniture, carpets, washing machines, essential white goods, and even technology as internet access is now essential for Universal Credit and other online services. Please note that the fund is not to be used to cover your rent.

Applications for the Helping Hand Fund are now open. You can apply by emailing helpinghandfund@wandle.com.