Homeowner. special edition. The magazine for L&Q homeowners WINTER. Moving forward together

Transcription

1 Homeowner special edition The magazine for L&Q homeowners WINTER Moving forward together

2 Inside 5 Ask Grace 7 Cutting costs with EnergySave 8 Key neighbourhood contacts 12 Grass roots news golden years of L&Q Welcome to Homeowner Homelife It seems like yesterday that we were in caught up in the excitement of London s Olympic success. Now we are already racing towards New Year. But 2013 will not be just another year for L&Q. We ll be celebrating 50 years of creating places where people want to live. As part of this celebration, we d love to hear about your experiences of living in an L&Q home. See page 13 for details of how you can get involved. L&Q is always looking for ways to improve. Learning from the feedback we get from customers is one of the main ways we do this. In this issue we take a look at how L&Q manages customer feedback, both good and bad. Our complaints and compliments article can be found on page 4. Continuing our drive to keep moving forward and improve our services, in this issue we have compiled a glossary of useful contacts. We know that good communication is vital, and this is designed to help you reach the right person as quickly as possible. If you would like to discuss any of the articles in this issue of Homelife, or any other issue that affects you, please get in touch. As well as the usual methods of contact, we are now on Facebook, so feel free to post us a comment. We wish you a merry Christmas and a very happy new year. Gary Cross, Head of Homeowner Services homelife@lqgroup.org.uk

3 L&Q gets social on Facebook October saw the launch of L&Q s Facebook page. Now you can log on, see what we re up to and stay informed. We re always looking for ways to keep you up-to-date with everything that s going on at L&Q. Facebook is something that many of us already use at home, at work or from our mobiles. On our page, we ll be sharing details of our latest events, projects and initiatives. From the latest property developments, to apprenticeship schemes and other important communications, they ll all be there. Perhaps even more importantly, it will also allow you to interact with both L&Q and other residents. Staff from L&Q Direct keep and eye on what s being asked and answer any questions. So if you have something to say, want to get to know your neighbours better or are simply curious, pay us a visit. The page is for you and we d love to know what you d like to see more of. Why not post a comment with your suggestions? To find L&Q on Facebook, just go to londonandquadrant You will need to like the page to be able to post comments. See you online! Have a query on your lease? Need some free advice on your obligations? Calling for independent advice LEASE, the Leasehold Advisory Service, is a government-funded organisation that provides free professional advice to leaseholders and landlords. LEASE is completely independent and staffed by legally qualified advisors who will be able to offer you advice on any questions that you have concerning your lease. If you need guidance on service charges payable under your lease, or need to know what you have to pay towards major works, LEASE can help. L&Q endorses LEASE as it wants all leaseholders to have access to free and impartial lease advice. You can contact lease by telephone on or visit The postal address is: Maple House, 149 Tottenham Court Road, London W1T 7BN.

4 Complaints and compliments Despite our best efforts, sometimes things go wrong. If you are unhappy about anything, we want to know as soon as possible so we can try to put things right. What should I do if I want to make a complaint? Before making a complaint, try discussing things with the relevant team at L&Q. It may be that the problem can be solved quickly. You can log negative feedback via our Customer Service Help Desk or Homeowner team. This is not a formal complaint, but shows dissatisfaction. It is logged and passed to the relevant team manager. To make a formal complaint, contact our Customer Relations team by calling or write to the Customer Relations team, L&Q, PO Box 194, Sidcup, Kent DA15 0AJ. You can also complain using a customer comment form (available from your local L&Q office or our contact centre) or by visiting our website, and using the online complaint form. Nearly nine out of ten complaints were resolved at the first stage How does L&Q s complaints process work? We operate a three-stage process for complaints. At each stage you will receive a response within ten working days. Stage Your complaint will be acknowledged and investigated with the relevant team manager. Stage If stage one didn t resolve the complaint, you can ask for your complaint to be taken to stage two. Here, either an Assistant Director or a senior manager will investigate the issue. Stage If you are dissatisfied with the response at stage two, you can request that your complaint be escalated to the stage three complaints review panel. The panel decides if L&Q s policies and procedures have been followed. It is made up of members from L&Q s boards and committees who are independent of L&Q staff. Each panel will include an L&Q resident. You can attend in person to present your complaint. You can also attend with a friend for support, represent a group of residents or elect an advocate to speak on your behalf. What if I am dissatisfied with the review panel s decision? Once you have exhausted L&Q s internal complaints process, you can approach the independent Housing Ombudsman to review your complaint. Please note that Complaint facts Between 1 April 2011 and 31 March 2012 We received 1,528 complaints That equates to around 2% based upon the volume of properties L&Q has 95% were responded to within ten days 87% of complaints were resolved at stage one 16 complaints went to panel hearing Seven complaints were referred to the Housing Ombudsman The main topic for complaints was repairs and maintenance (41%) Over 80% of complaints were made using the website they will only consider complaints that have completed L&Q s complaints process. You can contact the Housing Ombudsman by telephone on or by writing to 81 Aldwych, London WC2B 4HN. What if I have received really good service? We treat compliments with the same importance as complaints. If you have received good service please let us know. You can make a compliment by: Speaking to your L&Q officer Contacting the Customer Service Help Desk or Homeowner team Visiting and using the online complaint form Writing to Customer Relations team, L&Q, PO Box 194, Sidcup, Kent DA15 0AJ

5 Your money Ask Grace L&Q s Financial Services Officer, Grace Ayemoba, answers questions from residents about money and other financial issues. This month, she s been looking at how to avoid a Christmas debt hangover. Christmas is just around the corner. It s a time I love but also dread. How can I avoid getting myself into debt? Avoid starting the New Year with bills and debts that you can t afford. Remember that when it comes to Christmas presents, sometimes it s the thought that counts. Be realistic about your budget. Work out how much you are going to spend on each person and stick to it! Don t forget that the cost of Christmas cards and decorations all mounts up too. A fake Christmas tree will work out much cheaper in the long run than a real one each year. Reusing last year s decorations and sending some friends or family an card will save you money too. Think carefully before you borrow. If you must take a loan, complete a budget planner to list your income and outgoings. This will give you a realistic idea of what you can afford to pay back every month. Grace Ayemoba Top tips for a debt-free Christmas Here are some tips from Citizens Advice. Rent, utility bills, food and existing debts must take priority. Not paying these can have severe consequences. Don't just run up an overdraft without talking to your bank first it will work out much more expensive. If you can afford to pay outright by cash, cheque or debit card, don't be persuaded to take out extended credit agreements. Try as many different places as possible to find the best price. Check on price-comparison websites before buying anything. No matter how tempting, don t borrow from illegal lenders. Check for hidden extras in any credit agreement and work out the total amount payable. Make sure that the monthly instalments are affordable. Interest-free credit can seem attractive, but if you don't pay on time, you could end up paying a lot more than you expected. Shop around and compare terms before using a credit card. Budget for these costs and put the payment dates in your diary. If you ve borrowed money, make sure you pay on time, even if it is only the minimum, or you will be faced with extra charges. Once Christmas is over, look back at what you did well and what you didn t, and start planning how you will do things differently next year. This might also be a good time to start saving for next Christmas... it will come round more quickly than you think. Get more useful advice from

6 Driving out damp Winter is coming. And with winter, comes the threat of condensation sneaking into your home and causing damp and mould. Damp and mould can damage your walls, carpets, furniture and clothes. It can even lead to health problems for some people. It s up to you to prevent condensation in your home. Here are some quick tips to help you fight back. Keep a lid on it Cover your pans when cooking. You ll prevent condensation and even save money Outdoor fresh Dry your washing outside. If this is not an option, use the bathroom with the door closed and a window open The extractor factor If you have extractor fans, be sure to use them Let off some steam Keep a window open in kitchens and bathrooms when they are in use Room to breathe Don t overfill cupboards and wardrobes, as this prevents air circulating Trickle treat Keep trickle vents open where available, otherwise leave a window ajar Treating mould It s easy to get rid of mould. Just wipe down the affected areas with a fungicidal wash, following the manufacturers instructions. You can buy this from most supermarkets or DIY stores. Take any mildewed clothes to the dry cleaners and shampoo any affected carpets. If possible, avoid disturbing mould by brushing or vacuuming it, as this can increase the risk of respiratory problems. After washing mouldy surfaces, paint them with a quality fungicidal paint. This can help prevent problems in the future. Keeping a lid on pans will cut condensation Other things that cause damp Water entering through holes in the roof, blocked gutters, leaking window frames or cracked pipes Rising damp Newly built homes can be affected by damp because water used during the construction process is still drying out If your home is damp for any of these reasons, contact L&Q Direct on or l&qdirect@lqgroup.org.uk One of our surveyors will visit and make the arrangements for any necessary repairs.

7 Cutting costs with EnergySave These days everything seems to be getting more expensive. It is refreshing to hear about a new scheme that can actually save you money. L&Q has introduced a two-year scheme called EnergySave to help you cut your utility bills. Working with you and your home to reduce bills Energy experts are working their way around homes, offering a free monitoring welcome pack, property survey and energy-saving equipment. You can then register to compete with thousands of other L&Q residents to see who can make the most savings. If that s not enough, we ll also have plenty of opportunities for you to win some great prizes. Sit back and wait You don t need to do anything other than wait for a visit from our energy expert. Don t worry if you re not in when they visit, they will try three times or can offer you an out-of-hours visit if it s more convenient. Of course, if you d rather we didn t visit, just give us a call and we can remove you from the project at any stage. In the past, people have saved over 150 a year on their electricity bills alone. So if you re interested, just join EnergySave when we call round. We ll work our way round to all L&Q homes, and we ll come to your area over the course of this project. There are no costs to pay and this will not result in any increased service charges. This is simply a free service aimed at helping you to keep down your outgoings. Kitchen savings There are many different ways to reduce your utility bills. Read our top tips on how some little changes in the kitchen alone can save you money in this energy-hungry room. Fridge Defrost it regularly and keep hot food out of it Keep it away from heat sources, such as the oven or a radiator Kettle Boil only the water you need Refill it after you pour the heat left in the kettle will be stored in the water for next time Oven Your oven uses the most energy could you use the grill or the hob instead? Keep the door shut every time you open the door you will lose heat Microwave Use it as much as you can the microwave is the most efficient way to heat food Remember to turn it off the digital clock running 24/7 can actually use more electricity in its lifetime than the short bursts of cooking Some people have saved over 150 on electricity alone For more information on cutting your bills and further details on the EnergySave project, visit Pans Don t heat more than you need by cooking your peas in 500ml of water instead of a full litre, you ll cut your energy use in half Use the right size hob and use a lid if the gas is lapping up the sides of the pan, a lot of heat is being wasted Washing up Use a washing up bowl as it uses less water, and wait until you have a large batch to do If you have a dishwasher, wait for a full load and try to use the eco setting

8 Key neighbourhood We know that good communication is really important to you. Knowing the right to contact is a major part of this. This glossary of key contacts, organised by are help you to get in touch with the right person straight away. If you have any questions about your home, your first point of contact should be the Homeowner Services team on (option 1). If they are unable to answer your query, they may pass you on to one of our neighbourhood colleagues such as a Neighbourhood Services Officer or surveyor. If your question has not been answered after speaking to these contacts, you can raise it with the relevant team leader, manager or director. North Neighbourhood Services Team Lead Resident Services Manager: Ben O Property Services Team Leader: Ma Property Services Manager: Kalia H Neighbourhood Assistant Director: Services Neighbourhood Services teams deal with property management related services, such as property inspections, anti-social behaviour, resident meetings and any other questions about providing services at the property. Property Services teams deal with resolving repairs, inspecting and assessing works required and working with our contractors to get repairs completed. Hillingdon West Neighbourhood Services Team Leader: Wendy Richardson Resident Services Manager: Sean Fitzsimons Property Services Team Leader: Kevin Price Property Services Manager: Jo Nice Neighbourhood Assistant Director: Jeremy Hutchings Harrow Hounslow Ealing Brent Richmond Upon Thames Hammersmith & Fulham Kingston Upon Thames Barnet Kensington & Chelsea Camden Wandsworth Merton Westminster Sutton Enfield Haringey Islington Hackney City of London Lambeth Southwark Waltham Forest Tower Hamlets Croydon Lewisham Newham Redbri Greenwich Ba Broml South West Neighbourhood Services Team Leader: Vacant Resident Services Manager: Abiola Adegoke Property Services Team Leader: Beverley Andrews Property Services Manager: John Fuller Neighbourhood Assistant Director: Judith During Sout Neighbourhoo Resident Serv Property Servi Property Servi Neighbourhoo

9 South person a will er: Georgina Palmer Brien ria Walker ylands John Joannou dge rking & Dagenham ey Bexley contacts Homeowner North East Neighbourhood Services Team Leader: Matthew Peel Resident Services Manager: Liz Cunningham Property Services Team Leader: Kain Roach Property Services Manager: Jon Grey Neighbourhood Assistant Director: Sue Gatrell Havering Thames Neighbourhood Services Team Leader: Del Olusanya Resident Services Manager: Dharmista Patel Property Services Team Leader: Mike Welton Property Services Manager: Matthew Wyatt Neighbourhood Assistant Director: Michelle Martin South East Neighbourhood Services Team Leader: Janet Easton Resident Services Manager: Karen Westbrook Property Services Team Leader: Nick Tighe Property Services Manager: Aysha Ramjanally Neighbourhood Assistant Director: Richard Southall South Northamptonshire Cherwell L&Q Direct Services (Homeowner call centre service) Team Leader: Jenny Biggs Homeowner Options (Staircasing, resales, remortgaging, lease extensions, right to buy/acquire, home improvement approvals, enfranchisement, mortgage rescue and lease queries) Team Manager: Rachel Stageman After Sales and Defects (Defect resolution and management service for properties less than one year old) Team Manager: Mark Kennedy Asset Income (Replies to solicitors enquiries during sale process, major works consultation, major works billing and income recovery) Team Leader: Kathryn Bell Head of Homeowner Services: Gary Cross Rent and Service Charges (Estimation and calculation of all rents and service charges) Team Leader: Samantha Hughes Team Manager: Katie Hooper Homeowner Income (Income collection of service charges and rents) Senior Officer: Sharon Davy Team Manger: Katie Hooper Head of Income and Recovery: Paul Gilbert Customer Relations Team Leader: Jayne Harrison Team Manager: Lynne Humm Customer Services Director L&Q Direct: Tim Mulvenna Aylesbury Milton Keynes Central Bedfordshire Luton North Herts Stevenage East Herts Uttlesford Braintree Colchester Ipswich Tendring h d Services Team Leader: Ramona Brown ices Manager: Tawny Manning ces Team Leader: Mike Thomas ces Manager: Surjit Nashad d Assistant Director: Gavin Rodgers North Somerset Bristol Bath & Somerset Wiltshire Swindon Kennet Salisbury West Oxfordshire Vale of White Horse Test Valley Oxford West Berkshire Oxfordshire Basingstoke & Deane Winchester Wycombe Rushmoor Hart East Hants Chiltern Dacorum South Bucks Slough Windsor & Maidenhead Reading Bracknell Forest Wokingham Surrey Heath Southendon-sea Runnymede Woking Guildford Waverley St. Albans Welwyn Hertsmere Watford Three Rivers Spelthorne Elmbridge Mole Valley Crawley Horsham Broxbourne Tandridge Mid Sussex Harlow Epping Forest GREATER LONDON Epsom & Ewell Reigate & Banstead Brentwood Chelmsford Thurrock Medway Towns Dartford Gravesham Tonbridge & Malling Sevenoaks Wealden Basildon Tunbridge Wells Maldon Rochford Maidstone Rother Castle Point Swale Ashford Canterbury Shepway Thanet Dover Chichester Lewes Eastleigh Fareham Havant Arun Worthing Adur Brighton & Hove Eastbourne Hastings Gosport Portsmouth

10 Focus on Neighbourhood Services Officer L&Q manages over properties across London and the South East. The properties are split into seven neighbourhoods: North, North East, Thames, South, South East, South West and West. Each neighbourhood has a Property Management team that is responsible for managing these homes and the tenancy/lease agreements. Each neighbourhood also has a Property Services team that is responsible for maintaining our properties. Who looks after my property? Each property is allocated a Neighbourhood Services Officer (NSO) who is responsible for the day-to-day management of the property. Properties are also allocated a surveyor who deals with technical maintenance issues. NSOs and surveyors are based in the local neighbourhood office, so that they are as close as possible to the properties that they manage. How can I find out who my NSO is? If you live in a block of flats, the contact information should be on a notice board in the communal entrance area. If there is no notice board or the information is missing, you can contact the Homeowner Services team who will be able to tell you. Call (Option 1). What does my NSO do? The NSO role covers a variety of duties including: Local contact for your property Property visits/inspections to blocks of flats (every one to three months depending on requirement) Point of contact for resident champions Checking cleaning standards and any communal gardening contracts Anti-social behaviour investigations Tenancy lettings (rehousing enquiries) Settling in visits Tenancy checks Reporting repairs and checking repairs completed Estate grading against standards Organising/attending resident meetings as required Checking reported communal repairs have been completed Site improvement requests Working with other agencies such as the police and local authorities Ensuring that tenancy and lease agreements are adhered to.

11 Neighbourhood Services Officers are responsible for the day-to-day management of your property When does my NSO visit? This will depend on the size and demand of the property that you live in. Your NSO will generally visit every four to six weeks. Some of our estates require weekly visits, some smaller blocks of flats require quarterly visits and some of our street properties (such as Victorian conversions) are not visited at all unless there is a problem highlighted. Can I meet my NSO when they visit? Yes, just contact your NSO. They will be able to tell you when they are next visiting and arrange to visit you when they are on site. What does the NSO look for when they attend? Your NSO will normally attend and inspect the communal areas to check that any cleaning or gardening is being completed to the required standard. They will also look for any repairs that need attending to. Inspections are mostly carried out during the working day and all properties in an area are inspected on the same day to maximise the NSO s time. Our NSOs carry electronic tablet devices similar to ipads that allow them to send information instantly about the property to our computer system. A standard grading is then allocated based upon the condition of the property. Blocks of flats should contain a noticeboard displaying the contact information of the NSO. This will also show details of the contractor or caretaker and a signing sheet for any communal cleaners. NSOs are the eyes of L&Q, so they are generally checking that the property is OK. What is the best way to report repairs or problems with any contractors who serve the property? Firstly, telephone Homeowner Services on (option 1) or homeownerservices@ lqgroup.org.uk The advisors will try to resolve your issue or raise a repair order, if required. Any problems with the contractors will be passed to your NSO or surveyor to resolve directly.

12 The L&Q Foundation Grass roots The L&Q Foundation was established in 2011 to help communities. It improves people s chances in life by creating opportunities and developing innovative projects that tackle disadvantage and social inequality. The work of the foundation is fundamental to our vision of improving resident satisfaction and creating places where people want to live. Nadya Enver (right) set up the Hornsey Village Advice Centre with support from the L&Q Foundation In October the foundation agreed to support a new project to help people who want to set up a social enterprise. The project will be delivered by a community training organisation called Corner Space, based in north London. The project will give people the skills and confidence to set up and run their own social enterprises. Social enterprises are businesses with a social or environmental purpose that generate an income from trading. Part of the project includes working in partnership with mentors from blue chip city companies such as KPMG and UBS. The project is due to start in December and places are limited. If you are interested in taking part, Deborah Cohen, dcohen@lqgroup.org.uk Win 100 in gift vouchers The answers to the following questions can all be found in this issue of Homelife. If you can find them all, your answers to homelife@lqgroup.org.uk or post to Homelife competition, L&Q, Cray House, 3 Maidstone Road, Sidcup, Kent DA14 5HU by 28 February All correct entries will be put into a hat and three prize winners drawn at random. 1st prize 100 worth of vouchers 2nd prize 50 worth of vouchers 3rd prize 25 worth of vouchers Name What name does the Leasehold Advisory Service also use? What does NSO stand for? What is the name of the L&Q scheme aimed at cutting your utility bills? Full postal address Daytime telephone number Where are L&Q s Customer Relations team based? Complete L&Q s Facebook address,

13 golden years of L&Q Next year L&Q will be 50 years old. We have seen so much change since 1963 that it is difficult for us to know how to mark this anniversary. This is where you can help. L&Q has always been about our residents we want our celebrations to follow this tradition. How has being an L&Q resident affected your life and your family s? Do you have any stories of change? Love? Luck? Success? This is not something that is just about our long-term residents. If you are new to L&Q, we would still love to know about how you came to join us. Tell us about your experiences of being part of L&Q. We would love to hear from you about your time with L&Q. In future issues of Homelife we hope to publish some of your stories real-life experiences of how individuals, families and friends have shared in this half-century journey with us. Send your story to: Homelife, L&Q, Cray House, 3 Maidstone Road, Sidcup, Kent DA14 5HU or homelife@lqgroup.org.uk Or share your story on Facebook. Window and balcony safety Recently there has been a significant increase in the number of accidents involving children falling from windows or balconies. Here are a few simple steps you can take at home to help keep your children safe. The majority of accidents result from children climbing up by using objects below an open window. Windows Fit window locks or safety catches to stop windows opening more than 6.5cm (2.5 inches) this should stop children being able to squeeze through Move furniture such as beds and chairs away from windows to stop children climbing up and falling out Balconies Keep younger children away from balconies unless you are with them Keep balcony doors locked when not in use to make sure children are safe. There should be a barrier at least 110cm (43 inches) high around the edge of the balcony. If the gaps between the upright railings are more than 6.5cm (2.5 inches), board them up. While windows and balconies can be dangerous for children, it is also worth mentioning that they often serve as emergency escapes. All members of the family, young and old, should be able to operate the windows without the need for tools, keys, additional knowledge or excessive effort. If you notice any defects with your windows or balcony, call homeowner services on

14 Have you considered extending your lease? Have you owned 100% of your home for over two years? Has the term of your lease reduced below 80 years? If the answer is yes, you may benefit from extending your lease. As your lease gets shorter, the value of the lease decreases and this can affect the value of your home. The benefits of extending your lease On completion of a lease extension, 90 years is added to what is already left on your existing lease. For example, if you have 75 years left on your lease, you will be given a new lease of 165 years. Your property will be more desirable when selling with a longer lease. Mortgage lenders are more likely to lend money to a potential purchaser on a longer lease. Find out more If you would like more information on extending your lease then please contact the Homeowner Options team on or us, leaseextensions@lqgroup.org.uk You can also visit for more detailed information about the benefits of extending your lease. Considered buying more shares in your home? In 2011/12 almost 300 homeowners went through the staircasing process and now own their property outright. This could be you! If you want to talk through the process in general or start the ball rolling, help is at hand. The Homeowner Options team is here to help you through the staircasing process and to provide advice. Please remember to get legal and financial advice before committing to any costs. Homeowner Options do not just offer a staircasing service. Other services Processing remortgage and further advance requests. (Please remember that you have to tell us if you are changing mortgage lender or thinking about borrowing more money secured on your home, unless you own the property outright) Reviewing subletting requests Approving and registering home improvement requests Lease extensions If you would like further advice on any of the services we offer then contact us on (option 1) or by , staircasing@lqgroup.org.uk

15 Dear editor Homeowners have told me they would like to be able to send letters in to Homelife. So I have set aside a page for this in each issue from now on. Write in and tell me about things you think L&Q has done well or not so well or about anything else that relates to your home or where you live. I look forward to hearing from you. Stepping up to help I wanted to pass on my thanks to Sally, who was very helpful in resolving an issue with my door entry system that had been going on for some time. Living on the sixth floor meant a very long walk down the stairs to let my Boiler breakdown I woke up on Monday morning to a cold shower the communal boiler had broken. I spoke to my neighbours and like me, they had spent a long time on hold trying to report the issue. I understand that these things happen, but why is it so hard to get through? AT, Sidcup If a boiler breaks down in a communal building, we often get a lot of calls reporting the same issue all at once this can mean our lines get very busy. As a way to keep people updated, we try to text everyone affected when an issue is first reported. This lets them know an issue has already been reported visitors in! I am grateful that Sally was there to help get things working again. ST, Hornchurch I m sorry that you ve been having trouble. But it is great to hear that Sally was able to help. I ll be sure to pass on your thanks to her. and the repair has been organised. I m sorry you didn t get a text message we probably don t have your mobile number on record. Just let us know either by giving us a ring or by including it in any correspondence and we ll update your records to ensure you receive these updates in the future. Service charges I was recently charged more than 300 over four months on top of my usual service charge. I was told I had been sent a letter, but this never arrived. I assume this charge was the result of a flood that damaged the communal areas of the building. There are ten flats in my building, so this means that we were charged more than 3,000. As far as I can see, the carpet was cleaned and a light replaced. Where did the 3,000 go? CM, Plumstead We should have been much clearer in our communication. I know we have already sent you a letter of apology for this, along with a detailed breakdown of the rent and service charge statement. With this you can see exactly what you were charged for and how the money was spent. Send your letters to: Gary Cross Homelife Letters page L&Q, Cray House 3 Maidstone Road Sidcup Kent DA14 5HU homelife@lqgroup.org.uk Or find us on Facebook: londonandquadrant

16 Where to find us If you would like to have any of the articles in this newsletter reproduced in your own language, or in large type, braille or as an audio cassette, please ask one of our staff who will arrange this for you. L&Q Direct L&Q Direct, PO Box 194, Sidcup, DA14 5HU. L&Q Direct is staffed between 8am and 8pm Monday to Friday, and 9am to 1pm on Saturday. If calling from a mobile you may find it cheaper to dial , from which you will be put through to the L&Q Direct team. Calls may be monitored for quality and training purposes. Homelife is produced by L&Q's communications department and designed by Talisman Communications, 47 Dean Street, London W1D 5BE.