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FAQs

What are the most common repairs?

Plumbing, electrical and carpentry are our busiest areas. We are implementing an IT system which will record data about our properties in a smarter way and help us to predict where future investment is required. For example, if we know that there are problems with pipes in a high rise block, we can see trends and plan long term investments for that area.

Why is resident engagement important to KCTMO?

Great customer experiences are at the heart of any business and at KCTMO, a resident led organisation, this is the ethos on which we were built. We have a resident majority on our Board which is responsible for the strategic direction of the organisation, and monitors how we perform against our targets. We also have 13 ways for all residents to have a say in our services – these include panels, focus groups and Residents’ Associations – or simply becoming a member and voting in our annual Board elections.

How do you know who your residents are and if their views are being represented?

We live and work in a diverse borough and we want to see that diversity reflected in the customers who are involved with us. We are crosschecking the information we hold about our residents to make sure we have an accurate picture of who our customers are. This helps us to target particular groups and give opportunities for them to engage with us. This might be through programmes for single mothers, minority ethnic groups or young people.

What can you do to attract these residents who haven’t been involved before or are not represented?

It is part of our plans this year to look at the gaps in resident groups who are engaging with us. We understand that there have been some difficulties in the past and we are taking steps to change this. In summer 2011 we launched a series of 16 road show events designed to give residents a chance to talk to us about issues in their communities. We usually ask residents to come to us, but now we are saying we’ll come to you. We’ve held these road shows over the course of a year, and through these we’ve seen higher attendance than similar events including our annual Residents' Conference. We are learning to change our approach to suit residents’ needs because that’s how we’ll achieve success and a better understanding of the needs of all our customers.

What is the aim of the road shows?

The road shows are part of a wider campaign called Get on board. We’ve worked hard to create something that will encourage all residents to be part of their housing service and show them that their voice can make a difference. The road shows are a way for us to get out into communities and meet our residents. We’re telling them about changes to our service that will affect them and pointing them to consultation opportunities to ensure they have a say. We’re also encouraging all residents to become KCTMO members and vote in our annual Board elections – or even stand for election themselves!

You talked about residents having a say in changes to the service, what influence have residents had already?

Residents have been involved in a range of focus groups, surveys and panels this year. They’ve designed five Local Offers they want us to achieve; asked for a review of our caretaking service which is about to begin; contributed to our Customer Services review including the possibility of extending our opening hours; redesigned the Link magazine; and made arrangements for our Residents’ Conference and involvement opportunities. We’re also beginning work on securing contracts to deliver our grounds maintenance service, and we are working with residents to choose providers for this.

I’d like to stand for the Board this year, how do you go about running for election as a Member?

Any secure tenant or homeowner who has had their property for more than two years, and is a KCTMO Member, can stand for election to our Board. All Board members usually serve for a three-year term of office. Elections are held annually and there is a nomination and voting process which includes Meet the Candidate events. KCTMO Members are eligible to vote in the elections and we encourage all Members to take an interest as the Board represents your voice at a strategic level. If you would like more information about our Board, click here.

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The Royal Borough of Kensington and Chelsea TMO Ltd, Unit A, 292 Kensal Road, London, W10 5BE

Freephone 0800 137 111  |  Telephone 020 3617 7080

Email: webmaster@kctmo.org.uk

Registered in England & Wales No. 3048135  |  VAT No. 156 9449 66