Delivering services during London 2012

Your guide to Tower Hamlets Homes services during the London Games

 

 

 

 

 

 

 

 

 

 

We know that the Olympic and Paralympic Games period (20 July to 13 September) will affect the services we provide.

On this page you can find out more about how we plan to make sure we can provide the best possible service to residents during this time. 

With the increased number of people in, and passing through, Tower Hamlets it will be difficult for some of our staff and contractors to get around.  To make it easier for staff we will relocate some staff temporarily, so they can work closer to where they live; which will mean that less time is spent travelling so we can concentrate on providing the best service possible to residents.

 

Phones and front counters

Our customer services contact hub will be operating a normal service, but we expect that there may be longer waiting times.  You will hear a special message to let you know if there are likely to be delays.

Our offices will be open as usual but there may also be longer waiting times. 

 

Letters and emails

Usual service – we will respond to letters and emails within 10 working days.

 

Repairs, maintenance and Decent Homes

We will still aim to respond to emergency repairs within 2 hours and complete them within 24 hours.  Emergency repairs are things which, if not dealt with very quickly, could cause injury, further damage or major inconvenience.  They include things such as:

• No cold water
• Total loss of electricity
• Door entry system preventing entry or exit
• Removal or offensive or racist graffiti
• Flooding
• Where your home is not secure.

Follow up repairs to tenants’ homes will usually be completed the next day.

 

Rents

You should pay your rent as normal during this time.  You can find all the different ways to pay your rent here.  When you call us, you will hear a special message to let you know if there are likely to be delays. 

During the Games, the following rent services will take priority because they are time sensitive and cannot wait until after the Games:

• Visits to vulnerable residents
• Court hearings and evictions
• Sign up meetings for new tenants

 

Caretaking

We are extending our caretakers’ working ours to between 6am and 6pm, Monday to Friday.  Caretakers will work in a shift pattern.  We will add weekend working if it is needed to help keep the areas clean and tidy.

The aim is to keep providing the same level of service as normal, but priority will be given to making neighbourhoods safe.

 

Parking

We will carry out normal parking enforcements while the Games are on, but will increase the number of patrols between 1 July and 30 September.

During this time, if you find your bay being used by another vehicle, permit holders can park in any other bay in their permit area. Please use available visitor or contractor bays if they are available – however other numbered resident bays can be used as a last resort. 

We will issue tickets to vehicles parked illegally or without the correct permits between 8am-8pm and ticket and remove vehicles not registered in the UK, along with those causing obstructions.

 

Temporary 2012 Games parking permits – street parking

Some areas of Tower Hamlets will have extended street parking control hours during the Olympic period. You can apply to the council for a free temporary permit here

 

Neighbourhood housing services

We will have a reduced service where we will prioritise viewings, signups and responding to complaints quickly. 

 

Housing offices and surgeries

The offices at Rushmead, Cheviot House and 542 Roman Road will be open as normal throughout the Games.

We will also hold a housing surgery in Limehouse between 30 July to and 7 September on Mondays, Tuesdays and Fridays, 10am-12pm and 2-4pm.

20 Three Colt Street, Limehouse, E14 8HJ

 

Anti-social behaviour

ASB services will run as normal – you will be contacted within 48 hours of reporting anti-social behaviour.  Please call the Council’s ASB helpline on 0800 917 5918 or use the Council’s online reporting form.  In an emergency or to report a crime, call 999.

 

Leasehold services

We will run a reduced leasehold service with service charge statements being delivered earlier than usual – you should already have received these.

 

Non-emergency repairs

For non-emergency repairs the next available appointment slot may be further away than usual – for example, instead of 1 week, it may be 2-3 weeks.

Decent Homes

Works will continue on site during July and start again in September.