Delivering services during London 2012
Your guide to Tower Hamlets Homes services during the
We know that the Olympic and Paralympic Games
period (20 July to 13 September) will affect the services we
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
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
- Where your home is not
Follow up repairs to tenants’ homes will
usually be completed the next day.
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
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
- Court hearings and
- Sign up meetings for new
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
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
Temporary 2012 Games parking permits –
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
We will have a reduced service where we will
prioritise viewings, signups and responding to complaints
Housing offices and
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
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.
We will run a reduced leasehold service with
service charge statements being delivered earlier than usual – you
should already have received these.
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.
Works will continue on site during July and
start again in September.