Archive for June, 2010
Ofcom Carry out First Masts Output Audit as Part of WERA Inquiry
Jun 26th
An investigation into the future of Mobile Phone masts and Aerials on some of Weir Estates blocks has taken a major step forward this week, following a output audit by Communications Regulator, the Office of Communications (Ofcom).
WERA is conducting its biggest ever inquiry into the safety of the masts, based on all available published reports and evidence; as well as an audit of the radiation output from various locations around the estate. The inquiry seeks to decide whether the masts should be allowed to remain in place or if they should be removed should there be any evidence of risk to the health of residents.
An Ofcom radio engineer set up equipment in areas such as outside the Weir Link Centre and in other public areas such as the play park to measure the level of frequency being emitted from the masts. The engineer will produce a report which will give the levels of output from the masts and the base stations, which are situated on Dan Bryant House and Jewell House operated by mobile phone operators Orange and T-Mobile.
There has been a history of concerns surrounding the safety of masts and there supposed link to cancer in humans.
However, recent case studies from various respected university professors such as the Stewart Report and other professional organisations have dismissed the claims with a most recent study by the imperial College, London dismissing a connection to child cancer.
The masts give out a diagonal signal which is measured in Hertz (Hz) travel out in Electromagnetic Waves.
The Audit carried out this week will form a vital part of a report to be published by WERA’s Chair, later this year before the association makes a decision on the masts future. The report will also focus on all the known evidence available to make a recommendation to the association.
The masts contracts have come up for renewal and in the current economic climate, and the pending decision from the association, the contracts will not be re-negotiated. The Audit took two measurements at each site on friday to determine the levels at ground level. Once the report from Ofcom is available, WERA will then hand this over to The Health Protection Agency for evaluation. The report by the Telecommunications regulator will also be available on their website, once this is published we will also add this to the WERA website, and send out an email to residents with a link to the information.
Chair, Dave McEvoy was present throughout the tests and will be using the data to compile the WERA Mast Report. Dave said “This is a very significant audit of the masts, the first ever carried out on Weir Estate. This is fundamental to determining whether we can allow them to remain here. It is important that we look at all the facts and evidence to make an informed decision and I will publish a comprehensive a report to the association with a recommendation whatever the outcome based on the facts should be.”
Ofcom only carry out about one hundred site audits throughout the country. The report into the masts is expected to be available within the next few months. Now the audit has been carried out by an independent body, one of the main corner stones to the conclusions of the WERA investigation as the association seeks to answer the concerns of residents.
A third mobile operator is also seeking to place further masts on top of one of the estate blocks which will not take place until after the verdict by WERA’s report and decision.
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Notes: The device used by the field engineer to measure the radio frequency (RF) exposure, is called a isotropic field probe.
Weir Link Celebrates Second Birthday with Another ‘Wonderful’ Community Fun Day
Jun 24th
The annual community fun day to celebrate the second year of The Weir Link was held earlier this month with a flavour of the World’s cuisine and fun and games for all the Family as well as dancing and music.
The event was attended by new local MP, Chuka Umunna, the Deputy Mayor of Lambeth, Councillor Christiana Valcarcel and local ward Councillors, Diana Morris, Lib Peck and Ed Davie. Hundreds of local people also joined in the fun at the event held on Weir Estate on 12th June.
Chuka Umunna (pictured) got a taste of Poland, tucking into delicious pastries from the country as well as other delights from Somalia.
A cultural experience was also flavour of the day, with wonderful dancing with the moves and sounds of the Columbian Groove, with some students demonstrating Columbian dancing beautifully.
Those awaiting England’s first game of the 2010 World Cup also had something to do on the day with the Father’s group, organised by Father’s Outreach Worker, Tony Miller providing football games on the day and many enjoyed getting into the vibe for England’s first World Cup game set for that night.
The new Lambeth Deputy Mayor described the event as ‘Wonderful’ during one of her first official engagements.
Local people also enjoyed free ice cream in the sunshine as well as many other activities which gave the event a real variety for all to enjoy. Local Children
Music was provided by Melodians Steel Orchestra who where on hand to keep the up tempo beat in full swing on the day.
New Ward Councillor Ed Davie paid tribute to the hard work of the Centre and the triumph of the fun day saying “The Weir Link has been a great addition to the community and this second birthday celebration proves how it is valued by the people here.”
The Weir Link said of its celebration “Thank you to all involved, the day was a great success due to the contribution of our centre users and volunteers and we hope to welcome you to next year’s event which is sure to be bigger and better.”
Next years event will be held jointly by WERA and The Weir Link to bring a bigger event for many to enjoy. Unfortunately this year, Weir Estate Residents Association was on its summer break and was unable to be present at the event.
The Centre which opened its doors to the community in June 2008 has grown into a very well used facility by varying groups and members of the community as well as the nursery which was earlier this year given an Outstanding Ofsted report. The highest given to any Nursery in its first year.
The Fun day give the Centre a great opportunity to showcase its success in the community and it would certainly appear fun was had by all who soaked up the sights and sounds on offer.
The Weir Link sent us a selection of pictures, see below:
Lambeth Police Commander to Visit Weir and Thornton Ward
Jun 21st
Lambeth Police’s most senior police officer, Borough Commander, Chief Superintendent Nick Ephgrave is to visit Weir Estate and Thornton Ward at the beginning of July, in order to see first hand the working partnership between one of his Safer Neighbourhood Teams and the Community.
Chief Supt Ephgrave will visit Weir Estate and other areas of Thornton Ward to see how the work of his officers in the area has dramatically reduced crime in the area, making the area one of the safest in the borough as well as throughout London.
The Safer Neighbourhood team which is made up of three police officers consisting of a Police Sergeant, two Police Constables and three PCSO’s was recognised for their efforts at working with the community earlier in the year to reduce crime by Weir Estate Residents Association. The team was presented with a framed certificate of achievement and now their most senior officer in Lambeth has been invited to visit to hear for himself what impact the partnership has had in reducing crime as well as the excellent strategies put into place to engage with community groups and local individuals such as a designated liaison officer for each estate to share concerns and issues as well as discussing problems. This has proved invaluable according to WERA Chair Dave McEvoy “Our SNT have worked incredibly hard alongside us to hear our concerns and take on board our criticisms in what have been at times difficult circumstances, their support and active policing has proven that such partnerships between the local police and the community has a tremendous impact on reducing crime and making our residents feel safer in and around their homes.”
The Borough Commander will be accompanied on the walkabout by members of the SNT and local councillors where areas of success will be pointed out as well as being told how the team have achieved good response times to crime when it’s arisen as well leading the way with new schemes in the community such Message in a bottle.
WERA’s Chair, Mr McEvoy will give the Borough Commander a tour of Weir Estate and surrounding areas which have benefited from the reduction in crime as a result of the hard work of the local team and the working relationship with members of the community.
Local residents are welcome to join in the visit as well as putting questions to the Lambeth Borough Chief. Dave added “We are very excited about Commander Ephgrave’s impending visit and to be able to show him the work we have undertaken together. I believe he will be suitable impressed and I hope he may take away something which can be implanted elsewhere.
Consistently, Weir Estate has remained one of the lowest for any crime in Lambeth, with Thornton seeing another ten per cent (10%) drop in crime compared to the same time last year following figures provided to the area’s Safer Neighbourhood Panel, earlier this month.
The visit is due to take place on Thursday, 1st July 2010, from 2:30pm outside, leaving from outside the Weir Link.
This will be the Borough Commander’s first visit to the area and will hopefully go further to highlighting the work of a hard working team and their engagement with the community.
You can find the details for your SNT here and by clicking here
Housing Officer Bids Fond Farewell to Weir after Six Years
Jun 20th
Highly respected and long term Weir Estate Housing Officer, Grace Eyamba has told of her sadness and fond memories of Weir Estate and its residents. At the beginning of June, Miss Eyamba departed from managing the estate after six hard working years.
In a statement sent to WERA last week, Grace tells of her gratitude to Weir Estate residents for ‘taking her under their wings and making her so welcome’ and tells of her sadness at having to move on from serving the residents of Weir Estate. She also recalls her commitment when she arrived to staying on as Housing officer for at least two years, going on to keep that promise remaining for six years.
Residents have become familiar with Grace as she has attended meetings on a regular basis and has served the residents well by tackling concerns on a one on one basis. She has worked out of the housing office at Worsopp Drive Clapham housing since 2004.
In her statement Grace says ‘I have greatly enjoyed and cherished my time as the Housing Officer for Weir Estate.
Some of you may not know that I became the Housing Officer for Weir Estate back in February 2004 and at that I time I promised all of the residents & TRA’s that I would do everything in my power to remain their Housing Officer for at least a minimum of 2 years. I am happy to say that I was able to achieve this promise…’
Many residents who heard of Miss Eyamba’s impending departure have expressed their disappointment and sadness at the news of Miss Eyamba’s departure after years of building up a good relationship with residents and Weir Estate Residents Association.
Tenancy Manager, Daniel Idoller has also joined Grace Eyamba in departing from the area to move to Brixton. Lambeth Living will undergo a major restructuring later in the year, which could well see further changes to Clapham Housing Area.
The area has a history of being under staffed and these sudden departures could well see further strain on services to residents.
Grace goes on to add in her heartfelt statement ‘I am very sad to have to leave this patch especially as I when I first started in Lambeth 6 years ago it was the residents of Weir Estate that took me under their wings and helped to guide me around the estate…’
Dave McEvoy, WERA’s Chair said of the Housing Officers departure “We are incredibly saddened by the news that Grace has left as our Housing officer and has come as a shock to many. Grace has been a highly regarded and respected officer for both Lambeth & Lambeth Living during her time here. Many residents will have a heavy heart at seeing Grace leave but of course we wish her all the very best of luck in her new area who I am sure will realise how fortunate they are to have her.”
Mr McEvoy also revealed that Grace was the person who first encouraged him to stand as Chair for WERA when he signed his tenancy with her in 2007 “Grace encouraged me to get involved in WERA from the first day and this shows her commitment to Weir Estate and its residents, for this I will always be grateful.”
A new Housing Officer has already taken over with Teodoro DeCarvalho filling the post. WERA will now be seeking to build a new rapport with Mr DeCarvalho and Daniel Idoller’s predessor, Aletha Baird as Tenancy Services Manager.
Dave insisted “We of course welcome the opportunity to work with somebody new, after losing Grace, whose shoes will be hard to fill but we will make every effort as we always do to welcome Mr DeCarvalho and continue to build on the success we have had in the past”
Mr DeCarvalho will now be invited to attend a WERA meeting to meet residents and see how WERA operates.
Grace has now moved to Clapham High Street area following her departure from Clapham Area.
Grace will be missed by all at Weir Estate and we wish her and Mr Idoller well for the future in their respective new areas.
You can read Grace’s full statement below:
‘Hello to all of the residents of Weir Estate. Firstly, for those of you who do not know already, regrettably as of the 14.06.10 I am no longer the Housing Officer for Weir Estate.
I would just like to say that I have greatly enjoyed and cherished my time as the Housing Officer for Weir Estate.
Some of you may not know that I became the Housing Officer for Weir Estate on 14.02.04 and at that I time I promised all of the residents & TRA’s that I would do everything in my power to remain their Housing Officer for at least a minimum of 2 years. I am happy to say that I was able to achieve this promise.
I am very sad to have had to leave this patch especially as I have when I first started in Lambeth 6 years ago it was the residents of Weir Estate that took me under their wings and helped to guide me around the estate.
I will surely miss the likes of Mrs Crawford, Mr and Mrs Broderick (I would often call on this lovely couple to tap into their fountain of community knowledge and also for directions when I could not locate one of the properties), Sue, Mrs Ellen Hawkes, Mrs Adjei, Ms O Neil, Claire & Ian Rennie and their long standing commitment to the Weir Link Development, TRA Chair Dave McEvoy (keep up the good work) and for those of you, whom I have not named individually please note that I have not forgotten you, it is just, that there are so many, many lovely people on this estate and working with all you has been an amazing learning experience for me. You have all helped me to grow and develop in this job/role, that I can never thank you enough.
Your new Housing Officer is Mr Teodoro DeCarvalho, and I am sure that you will make him feel just as welcomed as you did when I first took over on the estate.
So finally, I would just like to say once again a big, big ‘Thank You’ to ALL of the residents of Weir Estate and I shall miss you dearly..
All the Best and Take Care xxx
Regards,
Grace Eyamba
Estate Community Garden Gets Lambeth Living Support Boost
Jun 18th
Plans to convert a disused space on Weir Estate into a new Sensory Garden for use by residents and the local community, have been given a boost by Lambeth Living who are to help get the work underway by preparing the area and installing the fencing.
WERA Chair, Dave McEvoy met with Lambeth Officer, Chris Adamson, Strategic Housing Manager and Landscape Architect, Caroline Fraser to discuss moving the project forward and now plans have been drawn up on how the garden could look once completed.
With Lambeth Council planning to become the first co-operative council, Lambeth Living have agreed to work with residents and support the project by undertaking some of the preparation work as well as providing guidance and advice. Once this is done, the garden will then be handed over to WERA to manage to develop the space into a sensory garden. The co-operative model is designed to empower residents more while getting support of the council and its housing management organisation, Lambeth Living. The funds will be provided by Weir Estate Residents Association.
The area sited in the corner of Anfield Close, has been disused for a number of years will be transformed into an area of relaxation and sensory stimulation.
Lambeth Living have got behind the project though it shall still be funded by funds from the Association. The project which is expected to get underway by the end of the summer will then hopefully be opened by the end of this year.
Drawings of how the garden could look have been drawn by Lambeth Living’s Architect, Caroline Fraser who is also advising on how best to undertake the project. These will now go before association members and residents for consideration and approval before any works get underway. The garden will consist of sensory planting, seating, the growing of fresh fruits, vegetables and herbs which will then be sold to local residents at a small fee to then keep the garden going. Residents will also be invited to take part in its implantation and development as well as gaining new skills, hints and tips from gardening experts. It is expected that local schools and groups will also be invited to make use of the space once it has opened. WERA also insist that it will be a great relaxing space for all ages to enjoy and be interactive.
Chair, Dave McEvoy told of his delight at getting the support of Lambeth Living “The garden will turn a run down, disused and unattractive part of the estate into something which brings many benefits to residents and local people, something that I am keen to ensure remains at the forefront of life on Weir Estate, this partnership and support from Lambeth Living is fantastic and will ensure that this project becomes a reality. This is a very exciting project and I hope residents will get involved in transforming this disused and eyesore part of the estate and see the fruits of their labour grow in the future.”
Residents at a number of WERA meetings agreed to spending association funds generated by the mobile phone masts is to be spent on converting the area which will be secured by fencing and a gate in the evenings to prevent it being misused.
WERA Asks…Diane James-McFee
Jun 18th
Please introduce yourself
I’m Diane James-Mcfee, Interim Head of Service Delivery, Lambeth Service Centre
Can you explain what your role is?
I am responsible for leading the staff and managing operational functions of the Lambeth Service Centre (call centre) and local Area Housing Office counters. This includes ensuring that a customer service driven environment is developed and sustained across these services.
What is the most challenging part of your job?
Balancing resources with the demand for services – Whilst this is challenging it is also exciting. Having to look at ways to deliver excellent customer services with an ever-reducing budget is challenging but allows for innovative thinking, whilst at the same time maintaining quality through good management practices. For instance, I’m currently considering applying a ‘lean’ process to help identify any waste in our processes. The recession has hit every sector and it is key that our service demonstrates good value for money.
What would you like to do if you weren’t working in the Customer Service sector?
I can’t imagine my self outside the customer services sector, be it operational, strategy or policy; I guess the only other sector would be travel. I would love to be a tour guide – only if it came with free holidays!
Lambeth Service Centre is the first point of contact for phone calls and emails to Lambeth Council, do you think this service shows Lambeth Council in a good light?
We are ambassadors for the Council. Being the first point of contact it, is important that we demonstrate excellent customer services at all times. Customer Satisfaction results show that 87% of our users are satisfied with the service they receive from our call-centre agents, if not necessarily with the overall council service. Our services cover a wide remit from Parking, Housing Repairs, Homelessness, Social Services, etc and another part of our job is to help these departments identify areas of dissatisfaction and improve on them. Some of these services affect very vulnerable people and are often governed by national policies that we have to adhere to; this means we can’t always give our customers what they would like so the job is also about managing expectations. We continue to attain recognition for how we deliver customer services. In 2005 we were awarded the European Call Centre of the year Award. We are current holders of both the Charter Mark Award and Customer Excellence Award.
What does community mean to you?
Community is about life – Our Citizens are at the heart of our community, the community helps to shape the success of our country. No two people are the same, neither are communities. Within Customer Services it is key that we have an understanding of what the community needs are and are able to tailor our services accordingly. We have to listen outwards as well as inwards.
What would you like to see more of from the Service Centre?
It would be great if our staff were able to see all enquiries through to resolution, so the caller can leave satisfied that their action has been attended to. The current organisation of our business does not always allow for this and therefore enquiries are passed to the service units where specialist and trained professional complete the end task.
We understand you recently received a letter from the Prime Minister, Gordon Brown.
How did you feel when you received the letter and Can you explain why the PM wrote to you?
It was a nice feeling, more importantly it was good to see that the Prime Minister took the time to acknowledge excellence in Customer Services. The letter acknowledged our recent award of ‘Customer Service Excellence,’ a new accolade aimed at ensuring that public services meet the official government standard for organizations in the public sector effectively. This award can only be obtained following a far more rigorous assessment process which challenges the strategy and principles behind delivering excellent service to customers rather than simply ‘ticking the boxes.’
What is a typical day in the office for you?
No two days are the same; our Service is driven by customer demand which guarantees a different challenge every day. I oversee an operation that handles an average of 5000 telephone calls each day. My day can comprise anything from monitoring call volumes, redeploying resource based on volumes or staff shortage or handling customer complaints or dealing with an incident in an office front Counter. I’m frequently meeting with our internal partners or liaising with our training and development teams about updating staff on changes to services. That’s not to mention reporting performance issues up the line, hosting visits from a huge range of internal and external guests, and getting involved with arranging staff motivational events. Actually, one thing that is typical is that the days are always long!
What CD would you have at home in your CD player at the moment?
I love music so my collection varies. At the moment I have the Black Eyed Peas, Beyonce, Lady Gaga because I can workout to their tunes. I look to Bob Marley for inspiration. If I need to chill out then it’s anything from R&B to Jazz
What do you think is the most important aspect of working in Customer Services?
Customer Service might not be rocket science, but there’s a lot to consider. It’s about getting it right first time wherever possible, listening to the customer to learn and make improvements, and communicating very clearly. It starts with respect. If you respect the customer as a human being, and truly honour their right to be treated fairly and honestly, everything else thereafter is much easier
If you could adapt your role, what would you introduce?
I would spend more time in the Community running focus groups to improve Customer Services across the Organisation.
What was the last book you read?
The Time Traveler’s Wife it’s a romantic drama about a Chicago librarian with a gene that causes him to involuntarily time travel, and the complications it creates for his marriage.
How has the ‘Lambeth Promise’ improved communication with customers contacting the service centre?
The Lambeth Promise is our pledge to our customers that we will work hard to provide them with the very best service. As a result of the pledge our Customer are now more aware and comfortable about discussing their problems with us and our staff also understand and appreciate the importance of the pledge and ensure this comes across when communicating with customers.
Do you think more could be done to integrate and encourage communication between residents associations?
Although I have worked in the Lambeth Service Centre for a few years, I am new to managing the Housing element of the call centre. I am a firm believer that more can always be done to manage the communication flow and build working relations with our partners, and I’d be keen to embrace ideas about an improved consultation mechanism with our RAs. I know that our colleagues in Revenues and Benefits hold regular meetings with these groups and I’m looking into how could perhaps share in that arrangement. Marshalling the range of views held by a variety of resident groups could be a significant benefit in helping develop the service further, but it’s important that such events are managed with a positive and constructive approach.
Who inspires you?
Maya Angelou because of her inspirational work which is centered on themes such as identity, family, and racism. Gandhi because he was a great leader and Richard Branson for the range of creativity, leadership and entrepreneurial skills he instills.
How many telephone calls does the call centre receive on an average day?
On an average day we receive around 5000 calls, that’s over a million calls per year.
How many emails does the call centre receive on an average day?
Typically, it might be around 150-200 emails, but we’re hoping to encourage expansion in this area over the coming year.
How many members of staff work in the Lambeth Service Centre?
We currently employ 104 staff working within the Lambeth Service Centre including all of its support functions. However, this number varies throughout the year. Staff handle enquiries for up to 16 different service areas, each with considerable seasonal variation in demand.
If residents are unhappy with the service they receive from the service centre, how can they complain? Similarly, if they would like to comment on good service, how can they do this?
The Council has a complaints/ comments policy which applies to the Lambeth Service Centre. This can be accessed at www.lambeth.gov.uk/complaints and leaflets are available at council offices. Alternatively, our customers can contact the Service Centre on 0207 926 1000 and ask to speak to a manager, who will record the feedback provided appropriately. While Matt Cooper (the Assistant Director for the service) and I are always happy to hear the views of our users directly, contacts which avoid the official complaints procedure risk not being properly logged or tracked, so it’s definitely best to follow the above process – our Complaints team always ensures that we are made aware of any escalations which need our attention.
Weir Freezing Out Cold Callers As New Zone is Introduced
Jun 17th
Door to door sales people are now being given the cold shoulder in three areas of Lambeth including Weir Estate in Thornton Ward. Lambeth Council and the police have now introduced the long awaited “No Cold Calling Zones” as part of their commitment to protect vulnerable residents from con artists.
Door-to-door salespeople and other unsolicited visitors will be actively discouraged in the zones in Thurlow Park, Thornton, and St Leonards. Callers will be reported to Lambeth Trading Standards or the police.
At the same time, the council is promoting a new scheme that protects people from cowboy builders by listing reliable trades people, called Trustmark. The scheme, which is backed by Lambeth Council, allows people to search a list of approved builders and other trades people near to their home, safe in the knowledge that they are reliable and professional.
Cllr Rachel Heywood, Cabinet Member for Communities and Community Safety, said: “Protecting older and vulnerable residents is one of our absolute top priorities. Rogue builders or gardeners often target elderly or vulnerable people in particular, and someone who may appear to be an innocent salesperson can actually be checking out a property so they can revisit later to carry out a burglary.”
“The No Cold Calling zones will give people the confidence to say “no” to people who call at their door, and by promoting the Trustmark list we aim to give people confidence when they employ builders and other trades people.”
“No Cold Calling Zones send out a warning to the rip-off merchants that they are not welcome in the neighbourhood, and that they are being watched. Cold callers are a nuisance but at their worst they are criminals who deliberately target the vulnerable.”
The areas have been chosen after consultation with local residents which showed widespread support for the scheme, and because they are areas that have a high number of older residents. Local ward Councillors lobbied to ensure Weir Estate was included in the scheme following request by residents.
Dave McEvoy Weir Estate Residents Association Chair praised the scheme by saying:
“We of course welcome the introduction of a No Cold Calling Zone in our area and will do all we can to encourage its success, in order that our residents particularly the elderly and vulnerable feel safe in their homes as well as keeping them safe from those who may have ulterior motives such as distraction crimes. This will also of course give all residents peace of mind from unwanted disturbance by cold callers to their home. We are delighted that the NCCZ will be implemented. We must ensure that those who are vulnerable are protected in every way and this will provide much needed reassurance.”
Rogue traders have been known to calculatedly steal thousands of pounds from individuals or become victims of distraction burglaries.
A residents’ information pack with additional information, contact details and stickers has been sent to every household in the zone. There will be regular patrols by Trading Standards officers in the area and traders found working in the area will be asked to show basic documents, such as company details and contact details.
