handbook for residents at stable Way

& Chelsea TMO extend a warm welcome to all residents of Stable Way. We began managing the site from 2 January 2012 on behalf of the Royal Borough of and Chelsea and the London Borough of Hammersmith and Fulham. site facilities The site has 20 pitches, one of those has a community room and office which is used for residents meetings and other groups. Each pitch has: Its own hard standing for parking a caravan and vehicle Hook up facilities to provide electricity to your caravan An amenity block with a bathroom, toilet, kitchen and hot and cold water No pitches are currently adapted for use by people with disabilities. However, we can provide referrals for Occupational Therapy services which can give advice. Please contact the Site Manager for information. Your post will be delivered to an individual post box at the front of the site. You are responsible for the post box and will have to supply your own padlock. Your postal address is: Pitch number Stable Way London W10 6QX handbook for residents at stable Way your handbook We are committed to delivering excellent services to all our residents who use our services. Whether you are making an enquiry, reporting a repair, making a complaint or you need help with an issue, we believe all our customers deserve a responsive, informed and efficient service. This handbook lets you know about the services that are available on site, your occupancy rights and responsibilities and gives you useful contact information. We hope you find it useful and if you need help please ask your Site Manager. contact us 020 3617 7080 contactus@kctmo.org.uk www.kctmo.org.uk For translations please turn over KenSingTOn & CHeLSea TMO, 292a KenSaL ROad, LOndOn, W10 5Be

site manager Daniel Mason is the Site Manager for Stable Way. Daniel is available weekdays from 10am-4pm and can be contacted on the details below. 020 3617 7080 dmason@kctmo.org.uk Appropriate arrangements will be made to cover Daniel s absence. He is responsible for the day to day management of the site including: Carrying out home visits and holding residents meetings Helping residents with written documents and forms (such as benefit forms) and advising on licence agreements Assisting with rent payment and taking action regarding rent arrears Making sure residents stick to their conditions of their licence agreement and taking action if they don t Reporting and advising on repairs Working closely with the local Police and other agencies to develop community safety plans and initiatives. Responding to complaints of all types of antisocial behaviour and providing support to victims and witnesses Inspecting the site and making sure it is kept clean, tidy and safe. This includes preventing fly tipping, abandoned vehicles, improved cleanliness and site quality Managing empty pitches and arranging viewings, and sign-up of new residents Supporting residents to contribute positively to life in their neighbourhoods. In emergencies after normal working hours: 020 3617 7080 The best way to keep you and your family safe from fire is to ensure that you have a working smoke alarm that you test regularly. If you do not have a smoke detector you should contact the London Fire Brigade and request a Home Fire Safety visit. They will fit a smoke alarm and give you advice on improving fire safety in your home 08000 28 44 28. SPACINg OF CARAvANS We limit the number of caravans and vehicles on each pitch. This is to reduce the risk of fire spreading and ensure the safety of everyone on the site. If you intend to change your caravan or chalet please speak to the Site Manager. ANIMALS If you have a pet, please make sure it is not a danger or nuisance to other residents or visitors to the site. You must clear up any dog mess as this is a health hazard, especially to children. We encourage all dog owners to have dogs micro-chipped to give you the best chance at being reunited if it goes missing. Parks Police and Dogs Trust run regular free microchipping events. Alternatively, speak to your Site Manager for advice. living on the site FIRE SAFETY Most house fires are preventable and are caused by carelessness or misuse of electrical or gas appliances. Half of all domestic fires are caused by cooking accidents (particularly with chip pans which should never be overfilled or left unattended on the cooker). Other causes are careless use of matches, cigarettes, candles, drying clothes near space heaters, and using fire guards close to curtains.

your agreement You signed an agreement when you were allocated your pitch. SAFE use OF BOTTLED gas You are responsible for your own gas appliances and should have them checked every year to make sure they are safe. You are also responsible for getting rid of empty gas bottles safely. RuBBISH Please get rid of rubbish carefully. The Council provide wheelie bins for your household rubbish. You should make sure that your bin is placed at the front of your pitch on the refuse collection day. Special collections for larger items can be arranged. If you need a special collection speak to your Site Manager. ELECTRICITY Each pitch has its own electricity supply. You are responsible for rent and electricity payments to your supplier. You may only connect your caravan to the electricity supply using the external outlet provided. If there are any unsafe cables you will be asked to remove them. vehicles There is limited parking on the road for residents and visitors. You must consider other residents when you, or your visitors, park vehicles. Please always leave room for other vehicles to pass. It is important to ensure that access roads are always maintained free of obstruction to ensure that the Fire Brigade always have ready access and can respond immediately to any fire or emergency. Oil waste must not be poured down drains. This can block drains and damage wildlife. This is a legal document that tells you about your rights and responsibilities. Please keep this in a safe place. You must keep to the conditions of this agreement or we may ask you to leave the site or take court action to evict you. The agreement also sets out what services you can expect from us. If you believe that we have broken any of the conditions of the agreement or that you are being treated unfairly, you can make a complaint or seek independent advice. PEST CONTROL We have a programme of baiting to reduce the number of rats on site. The trays containing rat poison are regularly checked and baited by our contractors. If you have any specific problems with rats, please speak to the Site Manager. Please put any food waste in the rubbish bins provided and keep animal food in sealed containers. CLEANINg Residents are responsible for cleaning the site. The Site Manager will carry out a monthly inspection; residents are welcome to join the inspection.

INSuRANCE We will insure the amenity blocks and infrastructure of the site but you need to insure your own caravan, vehicles, furniture and contents. REPORTINg ACCIDENTS Should you have an accident in the communal area of Stable Way please report this to your Site Manager as soon as possible. This will enable us to investigate and take any necessary action to prevent a recurrence. PAYINg YOuR ground RENT Your rent for your caravan pitch covers the cost of running and maintaining the site. Your ground rent and service charge must be paid each week, there are a number of ways you can pay your ground rent which are listed opposite. If your ground rent is covered by Housing Benefit please make sure that your claim is up to date. Housing Benefit is available for those families on a low income. If you would like to apply you can talk to the Site Manager for help. Rent is reviewed annually to make sure it meets our costs and is affordable. We will consult you about any proposed increase before a decision is made. You will be given at least four weeks notice of any increase. If you are having problems paying your rent you should discuss this with the Site Manager who can provide you with help. It is your responsibility to keep you rent up to date, and it is a condition of staying at the site. If you do not pay your rent we will take legal action and you may lose your pitch. If you are evicted, you may not be provided with another pitch. Ways to pay your ground rent Make payments online at kctmo.org.uk Pay with cash or by cheque at any Post Office. Make cheques payable to The Post Office Ltd. You will need your swipe card. Allow three days for payment to reach us. Pay over the phone with your debit card at 020 7361 3007 quoting your rent payment reference number. Post a cheque to us at unit A 292 Kensal Road, London W10 5BE. Make cheques payable to Royal Borough of & Chelsea Make payments in person using your payment card or reference number at the Cashiers Office, Town Hall, Hornton Street W8 7NX, 9am- 4.30pm Mon-Thurs, and 9am-4pm Friday. Make payments by direct debit or standing order, download the form on our website or contact us.

REPAIRS The Site Manager inspects the site regularly and can report repairs. You can also report repairs needed to the site and amenity blocks directly to us: 0203 617 7080 (24 hours) repairs@kctmo.org.uk kctmo.org.uk Repairs are carried out by our contractor, Morrison. How we deal with a repair and the priority it is given will depend on the type of repair. Our repair categories and response times are: Emergency 24 hours (includes repairs to remove immediate danger to people; avoid flooding or damage; or make secure and safe) urgent five days (includes preventing damage or health, safety or security risk and to overcome serious inconvenience) Routine 20 days (includes repairs which do not cause immediate inconvenience or present danger to occupants) We will not recharge you for any damage through fair wear and tear. However, you are responsible for any damage that you, your householders or visitors have caused. This applies whether the damage was on purpose or as a result of an accident or lack of care. If we carry out a repair for such damage, you must pay for it. You can read more about our repairs service on our website. WE ARE RESPONSIBLE FOR REPAIRS OuTSIDE OF YOuR CARAvAN: Blocked or leaking drain or toilet pan; blocked sink, bath or wash basin; leaking cisterns, pipes or tanks; toilet not flushing Broken mechanical extractor fan Faulty electric power or lighting socket No electricity supply in the amenity unit No water supply to the amenity unit YOu ARE RESPONSIBLE FOR THESE REPAIRS where these are a result of an accident, or your neglect or misuse by you, or a member of your household or your visitors Blocked sink, wash-hand basin, bath or toilet Supply and fitting of electric plugs and light bulbs Repair and maintenance of any alterations or improvements carried out by you without consent of KCTMO NEIgHBOuR DISPuTES Antisocial behaviour will not be tolerated and all complaints will be taken seriously. Please discuss any issues with your Site Manager who will investigate and take necessary action with other agencies. always contact the Police on 999 in an emergency. You can also contact Notting Barns Police Safer Neighbourhood Team for non-urgent matters on: 020 8721 3014 07920 233 806 NottingBarns.snt@met.police.uk ENDINg YOuR AgREEMENT If you wish to end your occupation of the pitch and leave the site, you must let us know and give 28 days notice. Before you leave you must make sure the pitch and amenity block are clean and tidy, and hand in the keys to the Site Manager. You must also ensure your rent account is up to date. APPLYINg FOR A PITCH There is a waiting list for any vacant pitches. You can ask the Site Manager for an application form and details of how pitches are allocated.

EXCHANgINg PITCHES If you want to swap pitches with another resident, you will take the new pitch as seen. There will not be an inspection of any repairs carried out other than for health and safety reasons. resident engagement All residents of Stable Way are encouraged to get involved in decisions and policies that affect them. You can take part in Residents Association meetings held in the Hut on site. These meetings are held to discuss site issues and you can choose to invite people from the Council or other organisations. These meetings are important as the decisions may affect you and your family. The Traveller Inter Agency Forum in the Harrow Club meets four times a year to discuss services provided to the community and agree ways of making them more suitable for your needs. You can register to be a member of & Chelsea TMO, sign up to take part in focus groups or surveys, and attend events including the annual Residents Conference and road shows. These opportunities will be publicised in the Link magazine which you will receive four times a year. BENEFITS OF MEMBERSHIP Join a community that wants to work with us to change and improve housing services Make your voice heard in how we run things vote at the Annual general Meeting Receive updates on our performance Stand for election as a resident board member Have the right to vote for resident candidates standing for board member elections Attend meetings including the Annual general Meeting and contribute to discussing residents priorities get your own personalised membership certificate WHO CAN JOIN? Anyone who is over 18 and the named resident of a pitch managed by KCTMO.

complaints We work hard to give you an excellent service, but occasionally things go wrong, and you may want to complain. Your comments good or bad are important to us to be able to put things right and learn from our mistakes. You can also give feedback through residents meeting and site inspections. You can make a complaint, compliment or comment by: By Post Customer Relations Team and Chelsea TMO FREEPOST RLYX-BE2B - CLYB 292a Kensal Road London W10 5BE By Email complaints@kctmo.org.uk information from us We aim to keep you informed about our services and activities. The office notice board displays relevant information and we will also send you copies of our quarterly magazine, the Link. Information we hold about you is confidential and will not be given to anyone who does not need, or have a right, to know. equal opportunities We are committed to keeping our customers and residents at the centre of all we do by respecting and valuing diversity, supporting and developing communities and training and supporting our staff so they can work as effectively and efficiently as possible. If you would like to know more about our approach you can visit our website or speak to your Site Manager. By Telephone 0800 137 111 or 020 3617 7080

WEST CROSS ROUTE Kensal Green Cemetery ST. CHARLES Memorial Park NOTTING BARNES WESTWAY Latimer Road HOLLAND ROAD HARROW ROAD Saint Charles Hospital Avondale Park Sports Ground NORLAND Holland Park HOLLAND PARK AVENUE HOLLAND Olympia Ladbroke Grove Holland Park GOLBORNE Athlone ABINGDON Earls Court Exhibition Centre LADBROKE GROVE KENSINGTON HIGH STREET LADBROKE GROVE PEMBROKE ROAD WESTWAY EARL S COURT COLVILLE Ladbroke Square EARLS COURT ROAD WEST CROMWELL ROAD WARWICK ROAD Earls Court Westbourne Park PEMBRIDGE CAMPDEN Notting Hill Gate NOTTING HILL GATE The Town Hall KENSINGTON CHURCH STREET OLD BROMPTON ROAD High Street QUEEN S GATE CROMWELL ROAD Gloucester Road Palace Palace GLOUCESTER ROAD COURTFIELD Science Museum Natural History Museum South Victoria & Albert Museum BROMPTON THURLOE PACE OLD BROMPTON ROADBROMPTON ROAD HANS TOWN Knightsbridge Harrods PONT STREET SLOANE STREET your local housing offices network hub unit A, 292 Kensal Road London W10 5BE Open weekdays 9am-5pm Worlds end estate office Blantyre Street London SW10 0DS 020 8964 6161 Open weekdays 9am-5pm lancaster West estate office grenfell Tower London W11 1TQ Open Monday to Thursday 9am-4.30pm, and Friday 9am-1pm Brompton Cemetary FINBOROUGH ROAD REDCLIFFE GARDENS REDCLIFFE EDITH GROVE GUNTER GROVE CREMORNE FULHAM ROAD STANLEY KINGS ROAD BEAUFORT STREET CHEYNE WALK OAKLEY STREET SYDNEY STREET St. Lukes ROYAL HOSPITAL Burtons Court ROYAL HOSPITAL ROAD CHELSEA EMBANKMENT Sloane Square Royal Hospital Ranleigh PRODuCED BY KCTMO: Every care has been taken to make sure that this information is correct as at December 2011. FiniSHed Reading Me? ReCyCLe Me! We can help you access this information in another way, format, style or language. Contact us and we will do our best to meet your needs.. Avgiv Avcbv K GB Z_ wfbœ fv e, di g U, vb j ev fvlvq cviqvi Rb mvnvh Ki Z cvwi Avgv `i mv _ hvmv hvm Ki b Ges Avgiv Avcbvi Pvwn`v c~i bi Rb mkj cö Póv Kie. Nous pouvons vous aider à accéder à ces informations d une autre manière, dans un autre format, un autre style ou une autre langue. Contactez-nous et nous ferons de notre mieux pour répondre à vos besoins... Podemos ajudá-lo a aceder a esta informação de outra forma, noutro formato, noutro estilo ou noutra linguagem. Contacte-nos e faremos os possíveis para satisfazer as suas necessidades. Waxa aannu kaa caawin karnaa in aad si kale, qaab kale amase luuqad kale aad ku hesho xogtan. Nala soo xidhiidh annaguna waxa aannu samayn doonnaa sida ugu awoodda badan sidii aannu ku qancin lahayn. Podemos ayudarle a acceder a esta información de otro modo, en diferente formato, estilo o idioma. Póngase en contacto con nosotros y haremos lo posible por satisfacer sus necesidades. We can also provide large print, audio file and Braille formats on request. 020 3617 7080 contactus@kctmo.org.uk