Kings House - Contact Details

If you need to speak to us, please call 0300 304 5000 (Monday - Friday - 08:30 – 17:00), 07525 668 902 for out-of-hours, or call Axis Emergency Repairs on 0808 169 1969.

 

Weekly email updates are sent coming from customer.services@estuary.co.uk 

 

Weekly Teams meetings are held every Tuesday at 1 pm..

Kings House Weekly Meeting

Weekly Microsoft Teams meetings are held every Monday at 6.30pm.

Microsoft Teams meeting

Join on your computer, mobile app or room device

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Meeting ID: 385 186 897 603 

Passcode: e3ijRE 

 

Kings House Gas Repair Updates:

 

Thursday 22nd February

Thank you to those of you who attended the residents' meeting on Monday evening, we value your questions and feedback. However, due to low resident numbers attending the meeting in the evening, we will be returning to the Tuesday afternoon (1 pm) online meetings from Tuesday 27th February. We’re also going to be holding monthly face-to-face meetings so you can meet us and share any questions or concerns you may have. The first face-to-face meeting will be on 15th March at 12.00 hrs. We will be sharing further information about this very soon.

Gas Repair

  • We’re expecting the final feasibility report by the end of February, as soon as we have more information, we will share this.

Repairs

  • A surveyor will be visiting Kings House on Thursday to check the completion of the repair works.

Security

  • The security provision we have in place will be extended for a further month.

Front Door and Stairwell Door

  • The order for a new front door has now been made. We can expect to receive it within six to eight weeks. The current front door is secure and has a handle allowing it to be pulled shut.

Shower Facility

  • As you may be aware, the shared shower remains accessible for use. If you are making use of the shower, please be mindful that it’s essential we maintain a respectful and comfortable environment for everyone. In response to feedback, we ask that those using the shared shower wear appropriate clothing when moving through communal areas.
  • The window near the shared shower in the hallway should remain closed to prevent pigeons from entering the building.

 

Thursday 15th February

Thank you to all those who attended the residents' meeting on Monday evening, and we look forward to more of you joining us at our next meeting (Monday 19th February).

Gas Repair

  • We were on site with our M&E consultant on Tuesday to have a detailed look at options. The final report is expected at the end of February which will inform our next steps. We will keep you updated on the progress of this. 

Front Door and Stairwell Door

  • We’re currently awaiting a quotation for a full replacement of the front door and stairwell door. In the meantime we will be carrying out repairs as needed to keep the block as secure as possible. In the meantime please help us by making sure the doors close properly behind you. 

Repairs

  • We’ve plans in place relating to a number of communal repair jobs to the building. If you’ve questions about repairs to the building, please get in touch and we’ll provide feedback on the actions we're taking.

Individual Circumstances

  • If you’ve any support needs or questions relating to your individual circumstances contact us on 0300 304 5000 or at info@estuary.co.uk. We’re here all week, not just at the weekly meetings.                                                          

 

Thursday 8th February

In response to resident feedback, the meeting times are changing to every Monday at 6.30 pm starting on Monday 12th February. We hope this will allow residents who’ve not been able to join the meetings to participate.

Visit from Dame Margaret Hodge on Friday 2nd February

  • Some of you will already be aware that MP Dame Margaret Hodge came to speak with Kings House residents on Friday 2nd February to hear their concerns about the works being carried out and the effect it has had on their lives.
  • Representatives from Estuary attended and have received feedback that will help us to improve things going forward.
  • We shared the important work we’ve carried out, successfully removing the cladding from the block. This has been a big project that has affected the lives of residents, but has been key in ensuring the safety of residents and the building.

New Project Manager

  • The project manager for the gas repair, Gabe Jones, has now started in his role.
  • He will be attending future residents' meetings.

Gas Repair

  • A feasibility report is being undertaken to establish the best options for a permanent solution.
  • We expect that we will have appointed a contractor by the summer and will be able to start progressing the work on site.

Front Doors

  • We are aware of the issues with the front doors at Kings House. The main entrance door has been fixed so it now locks, and there is a handle on the inside of the door so that it can be pulled shut.
  • We are exploring options to replace the front door and are currently awaiting a quote.

Outstanding Repairs

  • There are a number of outstanding repairs to the building, we’ll be conducting a reinspection this week and will communicate these to our contractors.

Resolved Repairs

  • The leaks have now all been resolved, and the mould has been treated.
  • A quote has been agreed for redecorating the affected floors. As soon as we have a start date we will let you know.

Window Cleaning

  • We have arranged for a specialist abseiling company to undertake a window clean across the block. Weather permitting they will complete this by the end of February - we will advise you of the dates once confirmed.

Security

  • Our security firm continues to be patrolling the building and carrying out spot checks.
  • A resident reported seeing someone smoking in the building. This will be highlighted to security so they can be aware of this when carrying out their checks.
  • Dame Margaret Hodge asked that Kings House be included in the police’s patrol to ensure further security.
  • We advise you not to leave parcels in the communal area where possible.

 

Friday 26th January

The next residents meeting will be held at 1 pm on Tuesday 6th February.

Gas Repair

  • There continues to be a lot going on behind the scenes in connection to the gas repair.  We will provide more updates as soon as we can.

Repairs

  • We’re working with our Contractor, Lawtech, to work through the repairs and maintenance issues raised.  Although the contract is due to end in February, we will ensure all snagging works are completed.

Security

  • Some activity on one of the roofs was brought to our attention. This has been flagged to the Security service and we will investigate further as necessary.

Smoking in Stairwells

  • We’re pleased to say we’ve received no further reports of people smoking in the stairwells.                                                                                                                                                                                                                                                    

Friday 12th January

We’re moving the residents' meeting to two weekly for the time being. This means the next meeting will be taking place on Tuesday 23rd January at 1 pm.

Gas Repair

  • We have confirmed a start date for the new Project Manager and will be introducing him to you all in February.
  • We were asked if we’ve decided on an option for the gas repair. At this time a decision has not been made. We’re waiting to receive some reports that will provide key information.

Outstanding Works

  • We will be carrying out inspections before Lawtech leave site but if you have anything you'd particularly like us to look at please email: info@estuary.co.uk and state the message is for the attention of Charlotte Bisatt / Bradley Hughes.

Support

  • If you’ve further questions or need any help or support at any time, contact us on 0300 304 5000 or at info@estuary.co.uk. We’re here all week, not just at the weekly meetings

 

Friday 5th January

Smoking in Stairwell

  • Kings House has a no-smoking policy. Please smoke outside only.

Bin Room

  • Rubbish bags are being left on the floor in the bin room. Bags left on the floor will not be collected by the council and create an obstruction.  They will also attract rodents and we want to reduce the risk of this as much as possible.
  • Please ensure all bags are put inside the bins to avoid any of these problems occurring.

Regularity of Meetings

  • It has been suggested by a couple of residents that we move the weekly meetings to monthly.
  • We will be in touch with residents who attend the weekly meetings to check that this is the best route forward.

 

Friday 22nd December

We’re closed for one week between Christmas and the New Year. Our next meeting is booked for 2nd January 2024 at 1 pm.

Support

  • Whilst our offices are closed from 5 pm on Friday 22nd December until Tuesday 2nd January at 8.30 am, our repairs service Axis contact centre will be open as normal, but they'll be closing their offices for the Bank Holidays on 25th - 26th December and 1st January 2023. However, emergency repairs can be reported 24/7. Please contact 07525 668 902 for out-of-hours, or call Axis Emergency Repairs on 0808 169 1969.

Gas Repair

  • Our new project manager will be joining us in the new year.

Security

  • Our security arrangements will remain in place over the festive period. We’ll review our arrangements in the new year and will keep you updated on this.                                                                                                                                             

Work to the External Walls

  • We're on track for all of the scaffold to be down by mid-January. The final area to be removed is the decking over Kings Road and a road closure is arranged for January to enable us to safely remove the scaffolding.
  • A resident advised that they'd noticed a couple of outstanding issues following the completion of the works around their balcony. We will be carrying out an inspection before Lawtech leave site but if you have anything you'd particularly like us to look at please email: info@estuary.co.uk and state the message is for the attention of Charlotte Bisatt.

We wish you all a very happy festive season.

 

Friday 15th December 2023

Our meeting on Tuesday 19th December at 1 pm is the last one before our Christmas break. We’ll restart the meetings on Tuesday 2nd January at 1 pm.

Compensation

  • We do hope you’ve received your compensation letter and will be receiving your payment very soon. We’ve taken serious consideration and legal advice to come to the decision we made for a first payment. We hope this payment will help with the bills before Christmas.

Gas Repair

  • We were asked if we could provide an end date for the works. When we’ve finalised the options appraisal we’ll have more news to share on this.

Electrical Loading

  • We can confirm our electrical loading for the building is within safe parameters and maintaining this is our priority.
  • We’ve sought a third party to double check our calculations.

Scaffolding

  • The scaffolding removal continues to be progressing well.

Water Leak

  • All of the dehumidifiers that were placed about the building to dry it out following water leaks have now been removed.
  • Visits have been conducted to begin planning for the decoration and making good works that will be carried out in the new year.

Entrance Corridor

  • A resident stated that the entrance corridor is in a state of disrepair. We’re planning redecoration works on this corridor between January and February 2024.

Individual Circumstances

  • If you’ve any support needs or questions relating to your individual circumstances, contact us on 0300 304 5000 or at info@estuary.co.uk. We’re here all week, not just at the weekly meetings.

 

Saturday 9th December

Residents Meeting on Tuesday 12th December is back to the usual time of 1.00 pm.                                                                                                              

Compensation Letters

  • Compensation letters have been sent out. We appreciate your patience and understanding throughout this process of choosing and planning for the replacement of the gas works.

Gas Repair

  • There continues to be a lot happening in the background regarding the gas repair and other options. We’re liaising with our professional advisors and have engaged an independent expert to provide advice.
  • We’ve had a successful second interview for the project manager and hope to have some more news soon. 

Electrical Loading

  • We’ve been asked by some residents about the possibility of additional water heaters.
  • Whilst we would want to agree to any requests made, we’re aware of the importance of keeping electrical usage in the building at a safe level. We have assessed the amount of electricity being used in the building and it is now at a level where we cannot install any more equipment as it may exceed the capacity of the substation. 
  • We have asked UK Power Networks if there is anything they can do to assist us, but in the meantime, if you have any queries please get in touch.                                                                                                         

Security

  • Security personnel have been attending Kings House on a regular basis to ensure unauthorised people not entering the block.

Bin Room

  • It was again reported that the bin room is sometimes left in a poor state. Rubbish bags are often left on the floor by the doors rather than put in the bins.
  • We encourage everyone to put their rubbish in the bins, as rubbish left on the floor causes an obstruction and will not be picked up by the Council bin persons.
  • We’ve reported this issue to our Estate Services Team and will update you on this.
  • We were also asked about a bin previously in the foyer  which has been removed. This was at the request of the London Fire Brigade and therefore will not be being replaced.  We are sorry about this, but as always, residents safety is of paramount importance.

Support

  • If you need any individual help or support at any time, contact us on 0300 304 5000 or at info@estuary.co.uk. We’re here all week, not just at the weekly meetings.

 

 

Friday 1st December

Residents Meeting on 5th December Time Change

  • The weekly residents meeting will take place at 11 am on Tuesday 5th December. We’re aware the preferred time is 1 pm, however, for this week we’ve needed to make it in the morning due to staff availability. Meetings will return to the usual time of 1 pm following this.

Gas Repair

  • There continues to be a lot happening in the background regarding the gas repair and other options. We’re liaising with our professional advisors and have engaged an independent expert to provide advice. We’ve completed the first round of interviews and are conducting a second interview for the Project Manager role.

Gas Meter Standing Charges

  • There were some questions about gas meter standing charges. If you need support communicating with your supplier about this, we’ve a standard letter you can use. Please contact us if you need one.

Scaffolding

  • Zones 1 and 2 of the scaffolding have now been taken down. This means a majority of the scaffolding will have been removed by December, however, there is one part that will be taken down in January as it requires a road closure.

Security

  • The contract for the existing security firm has been extended for another two weeks.
  • The frosted film has now been applied to the lobby door. We do hope that this is helpful and supports the security of the building.

Compensation

  • A compensation letter has been drafted, so you can expect to hear about this very soon.

 

Friday 24th November

Residents Meeting on 5th December Time Change

  • The weekly residents meeting will take place at 11 am on Tuesday 5th December. We’re aware the preferred time is 1 pm, however, for this week we’ve needed to make it in the morning due to staff availability. Meetings will return to the usual time of 1 pm following this. Next week's meeting (28/11) will be at the normal time of 1 pm.

Gas Repair

  • There continues to be a lot happening in the background regarding the gas repair and other options. We’re liaising with our professional advisors and have engaged an independent expert to provide advice. We are interviewing for the Project Manager this week.

Security

  • The security of the lobby area was discussed. The windows at present are see-through. It was suggested that some film is added to the windows so that it isn’t possible to see in. We will place an order for this.
  • We’ve security personnel attending Kings House to ensure unauthorised people are kept out of the block.
  • We’re linking in with the security firm that works with other blocks in the area to see if they can work with us going forward.
  • CCTV was discussed. We’re aware that a small number of cameras are not working however most are. Our contractor is working on this and all cameras will be working as of Wednesday 22nd November.

Bin Room

  • It was reported that the bin room is sometimes left in a poor state.
  • Please can we ask that the bins are used to place rubbish in and that bags are not left on the floor.
  • We’ll make our GEMS Team (Grounds and Estates Maintenance Service) aware of this.
  • The security of the bin room was discussed.
  • We’ve checked our security firm are monitoring the bin room and can confirm that they are.

 

Friday 17th November

Gas Repair

· We’re continuing to look at the options available to us and are considering the solution that is the best fit for our residents and for us.

· There’s a lot of work happening in the background on this.

Scaffolding

· We’re on track with the removal of the scaffolding and expect that all of it will be removed by December.                                                         

Water Leaks

· The dehumidifiers remain in situ at this time, we can confirm the amount of water being collected is reducing. This indicates the building is drying out.  

Security                                   

  · We can confirm that there’ve been no more reports of unauthorised people in the building over the past few days.

· We’ve contacted the police and informed them about this.

· We’ve arranged for a security firm to patrol the building every hour.

· We can confirm the main and side entrance doors to the building have magnetic locks and are self-closing.

· When we’re on-site, and when our contractors are on site, we check the security doors are functioning.      

 

Friday 10th November

Gas Repair

  • We’ve had our first afternoon residents meeting at 1 pm on Tuesday 7th November. We were really pleased to see some new residents joining and asking questions. The meetings will continue to take place at this time going forward.
  • Almost all of the heaters have now been delivered. If you’ve yet to receive your heater, please get in touch with us on 0300 3045000 so we can work with you to arrange a convenient time to deliver.
  • We’re currently arranging interviews for the project manager role and will keep you updated on the outcome of this.

Water Leaks

  • If you’re being affected by a leak, please get in touch so we can look into it.
  • If you’re being affected by damp and mould, let us know and we’ll support you.
  • We’re still using the dehumidifiers to dry out any areas that were affected by leaks. These will be removed as soon as the affected areas are suitably dry.

Scaffolding

  • We’re pleased to say the scaffolding will be taken down starting this month and finishing in December.

Unauthorised Persons

  • We’re aware that the stairwell and other areas have been used by people who aren’t Kings House residents. We’re in touch with the police and other agencies about this. If you’ve any concerns, please get in touch with us at the earliest opportunity.
  • All unauthorised persons staying in the communal areas have left the building.
  • We have employed a security firm to provide a 24-hour surveillance service to help prevent unauthorised persons from returning.
  • can you make sure you close all doors behind you and do not let anyone into the building you are not expecting.  

Support

  • If you need any help or support at any time, contact us on 0300 304 5000 or at info@estuary.co.uk. We’re here all week, not just at the weekly meetings.

 

Friday 3rd November

Gas Repair

  • Our recent survey indicates a majority of you would prefer the resident meetings to continue on a weekly basis, and that you’d prefer them to take place at 1pm.
  • We’ll amend our Microsoft Teams meeting link to 1pm from Tuesday 7th November.
  • We’ve received applications for the project manager post and are looking at interviewing soon.

Water Leaks

  • If you’re being affected by a leak, please get in touch so we can look into it.
  • If you’re being affected by damp and mould, let us know and we’ll support you.

Support

  • If you need any help or support at any time, contact us on 0300 304 5000 or at info@estuary.co.uk. We’re here all week, not just at the weekly meetings.

 

Saturday 28th October

Gas Repair

  • We’ve received 18 responses to the survey that was sent out so far. A majority of respondents have asked that the resident meetings continue on a weekly basis.
  • We were asked to change the time of day of the resident meetings by a customer. You’ll have received a survey to find out what time you’d prefer. There’s  the choice of 11 am, 1pm or 5pm. We’ll use the feedback to plan our future meetings.
  • Most of the heaters have now been delivered and we’re making arrangements to deliver the final few.
  • We’re currently recruiting a project manager and reviewing options.

Water Leaks

  • If you’re being affected by a leak, please get in touch so we can look into it.
  • If you’re being affected by damp and mould, let us know and we’ll support you.
  • We’re still using the dehumidifiers to dry out any areas that were affected by leaks. They’ll be checked this week.

Windows

  • We were asked if the windows that have had the boards removed will stay uncovered. We stated yes, that they would stay that way as we now have approval from the London Fire Brigade to do so.

Support

  • If you need any help or support at any time, contact us on 0300 304 5000 or at info@estuary.co.uk. We’re here all week, not just at the weekly meetings

 

Wednesday 18th October

Gas Repair

  • We’re going to be sending out a survey to review the frequency of the weekly meetings, and whether it would be better to change how often these take place. We’ll use the feedback to plan our future meetings with you.
  • Last weekend we delivered heaters to 50 flats. Those residents who are yet to receive their heaters will be contacted to find out availability so we can get the remaining heaters delivered as soon as possible. We appreciate that the weather has turned colder..
  • We’re currently recruiting a project manager and reviewing the options for replacing the heating. This is likely to take 4 -6 weeks.

Water Leaks

  • If you’re being affected by a leak, please get in touch so we can look into it.
  • If you’re being affected by damp and mould, let us know and we’ll support you.

Bin Room

  • Following reports about the position of the CCTV camera in the bin room, this has now been moved so the view of the room being captured by the camera is improved.

Call Centre

  • We had some feedback that sometimes responses to calls (pick up and call backs) made by customers are longer than you’d like. This has been fed back to our Customer Service Team.

Support

  • If you need any help or support at any time, contact us on 0300 304 5000 or at info@estuary.co.uk. Please do not feel you need to wait until the regular (currently weekly) meeting with us.

 

Thursday 12th October

Thank you to those of you who attended the residents meeting on Tuesday.

Gas Repairs and Related Issues

  • We’re going to be delivering heaters on Saturday 14th October and Sunday 15th October. You’ll receive one heater for your living room and a heater for each of your bedrooms.
  • We’ll be door-knocking on these days, so if it’s possible for you to be available, we’d appreciate it. You’ll be asked to sign for your heaters. We’ll only be giving out the allocated number of heaters for your flat and won’t be able to give out any more than this.
  • Instructions for how to use your heater will come with the heater. They’re oil-filled and should be straightforward to use and set up.
  • If you won’t be available during the times we’ve stated, or if you have any questions, contact us on 0300 304 5000 or at info@estuary.co.uk

Water Leaks

  • If you’re affected by a leak, please do get in touch with us.

Bike Racks

  • The bike racks have now been moved to the bin room. This is so that we will be able to access the gas meters and pipework.
  • If you have any questions about the bike rack, let us know.

Fly-Tipping

  • The impact of fly-tipping on resident service charges was discussed. If you witness anyone fly-tipping, please let us know so that we can act on it.

Security

  • It’s come to our attention that the side door and the front door at Kings House continue to be left open at times, affecting the security of the building. We’ve discussed this with our contractors and will continue to remind them to take care. Please can all residents also take care and let us know if any security issues are noted.                                                                                                                                                    

Monday 9th October

Gas Repair

  • We’re seriously considering the way forward and are weighing up the costs and benefits of the solutions. We’ll let you know more as soon as possible.

Water Leaks

  • We’re waiting to receive the full report about the roof and we’ll provide updates when we have more information to share.
  • If you’re being affected by damp and mould, let us know and we’ll support you.

External Walls

  • Work on the external walls is progressing well and we're on target for completion by the end of the year.

Heaters

  • We’re going to start distributing heaters this coming weekend. Staff will be door-knocking. If you miss them, don’t worry, we’ll arrange for the remaining heaters to be delivered on alternative dates.

Bin Room

  • We’re taking action on the information we’ve received about the bin room being misused

 

Friday 29th September

Thanks to those of you who attended the meeting on Tuesday and asked questions, they’re valuable insights into what’s happening at Kings House.

Gas Repair

  • We’re still weighing up our options about the gas repair. We have five different options to consider. The prices fall between 2 and 4 million pounds.
  • The options range from a traditional approach to ground source heat pumps.
  • As of 1st October 2023, works such as this gas repair will require Building Control Approval and will be referred to the Building Safety Regulator. We’re unsure how long the process will take but will keep you updated along the way.
  • We’ve installed 70 electric showers to date.

Water Leak

  • Don’t hesitate to get in touch and let us know if you see any more evidence of leaks. We will look into it.
  • If you’re being affected by damp and mould, let us know and we’ll support you.
  • The number of dehumidifiers that have been installed to speed up the process of drying out the affected areas will be increased.
  • Arrangements have been made to ensure they’re emptied regularly.

Service Charges

  • There were some questions about service charges and how they are made. If you have any questions about your service charges, and what is included in your payment, then get in touch and we’ll answer your questions.

Heaters

  • The heaters will soon be delivered to you. We’ll be in touch to make arrangements. Each flat will receive one heater for the living area and one heater per bedroom.

Bin Room

  • It’s been reported that the bin room is being used inappropriately and we’re managing this.
  • Ideas for improving the bin room were mentioned. We’ve made note of this and will respond.

 

Thursday 21st Septembe r

Thanks to those of you who attended the residents meeting on Tuesday 19th September and asked us questions about our progress on these matters. We appreciate this has been a long process for you, and we continue to do all we can to keep as comfortable as possible in your homes and updated on our actions. The main discussions at the meeting were about the water leaks.

Gas Repair

  • Regarding the gas repair- we’re still looking at options, including weighing up alternative solutions. We’re aware you’re waiting to hear more about this and will feedback as soon as we can.

Water Leak

  • The Leak Detection Company attended last week and confirmed a leak on the seventh floor that cascaded down through the building and had been causing leaks in the properties below.
  • The leak has now been fixed and the areas that have been affected will be dried.
  • A ventilation system will be installed to speed up the process of drying the damp areas.
  • Follow-on works will be assessed.

Fire Safety

  • Windows on the top two floors at Kings House had been blocked due to fire safety measures. Clearance has now been received from fire safety that these windows can now be opened again.

Liability and Insurance

  • There were some questions about insurance claims. Whilst Estuary is still making decisions on how to proceed with the gas and leak repairs, it’s not possible to be clear about how these might be dealt with at this time.

Additional Support

  • If you need to speak to us, please call on 0300 304 5000 (Monday – Friday – 08:30 – 17:00) 07525 668 902 for out-of-hours, or call Axis Emergency Repairs on 0808 169 1969.

 

Leak Detection Company

The Leak Detection Company will be on site from 8.30am on Thursday 14th September. They are here to find out about the cause of the leaks. Please let them in if they knock on your door.

 

Tuesday 12 th  September

Thank you to those of you who attended Tuesday’s residents meeting. The action points coming from the discussion are as follows:

Gas Repair

  • Regarding the gas repair- we’re still looking at options, including weighing up alternative solutions. We’re aware you’re waiting to hear more about this and will feedback as soon as we can.
  • We’ve ordered heaters ready for the colder weather.
  • We’ve installed 51 showers and 10 cookers and we’ve more appointments booked on our tracker system. Contact RBM on 01702 808940 (07.00 – 16.00) if you need an electric shower fitted and we can book this in.

Water Leak

  • We’ve arranged for an independent surveyor called, ‘The Leak Detection Company’ to attend and identify any outstanding water leaks on 14th September. We’ll keep you updated about their findings.
  • If you’re experiencing issues with damp and mould, report it and we’ll help identify the right course of action to minimise the growth of mould whilst we work on fixing the core of the issue.

Security Issues

  • Security concerns have been raised about the front door, lobby and bin room. There have been reports of these doors being left open at times. The locks to each of these areas have now been fixed, and we’re looking to make sure they each have more robust locks.
  • We’ve raised these security issues to our contractors and told them not to leave the doors open at any time.
  • If you could remind friends and relatives to shut the doors too that would be very helpful.
  • If you see any further security concerns, contact us at Estuary and report it.

The next residents’ meeting is taking place on Tuesday 19th September at 11.00 am.

 

 

Tuesday 5th September

Thank you to those of you who attended today’s residents meeting. The action points coming from the discussion are as follows:

Gas Repair

  • Regarding the gas repair- we’re still looking at options, including weighing up alternative solutions. We’ll keep you updated as we progress.
  • We’ve installed 36 showers so far and are making steady progress. We’ve more appointments booked on our tracker system. Contact RBM on 01702 808940 (07.00 – 16.00) if you need an electric shower fitted and we can book this in.
  • The next Estuary Board meeting is taking place on 25th September; Kings House will be discussed and residents will be kept updated about any outcomes from this meeting.

Water Leak

  • We’ve arranged for an independent surveyor to attend and identify any outstanding water leaks on 14th September. It’s important we’re clear about the source of the leak in order to identify the correct solutions.

Other Issues Discussed

  • Some poor workmanship issues were raised. When we receive reports from residents about this, we hand the matter over to the contractor who carried out the repair. Contact us if you have any questions or concerns.
  • It was reported the staircase has at times been accessible to people who are not Kings House residents and has been used for antisocial behaviour. This matter has been taken up with the relevant parties and we expect the staircase to no longer be accessible. If there are any further concerns about this, get in touch.

The next residents’ meeting is taking place on Tuesday 12th September at 11.00 am.

 

Friday 1st September

The weekend is fast approaching, again we’d like to thank residents for their patience during this time. Whilst the decision about the best course of action for the gas leak repair works remains in process, we know some of you have also been affected by a water leak. We assure you we are dealing with it as a matter of urgency. It’s possible that if you have reported a leak, RBM may knock on your door over the weekend to come and check the pipework in your property.

If you need to get in touch over the weekend, please do so using:

07525 668 902 for out-of-hours, or call Axis Emergency Repairs on 0808 169 1969.

Our next residents meeting is taking place on Tuesday 5th September at 11am. These meetings will be held on a weekly basis.

Microsoft Teams meeting

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Meeting ID: 338 282 765 679
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Tuesday 29th August                                                                                                                                    

Today we held the second weekly residents meeting. We discussed the following points:

  • We continue to assess long-term solutions for the gas works with gas safety engineers, planners and health & safety advisors.
  • We're expecting to receive an options appraisal from engineers on the safest most efficient options.
  • Our repairs team are working with contractors to investigate reports of a leak. We’ll update affected residents directly.  
  • We know this is a difficult time for residents, we can assure you we're doing everything we can to resolve the situation and to keep you updated as we go along.
  • We were asked about the scaffolding today. It will be taken down in early December.
  • Please get in touch If you need to discuss any issues of concern, please do not hesitate to contact us on 0300 304 5000 (Monday – Friday 8:30 – 17:00), 07525 668902 for out-of-hours, or call Axis Emergency Repairs on 0808 169 1969.

The next meeting will be held on Tuesday 5th September at 11am. The meeting link remains the same.

We’ll continue to hold weekly meetings and email weekly updates.

 

 

Friday 25th August

We’ve fitted 25 showers so far, but RBM have found some residents haven’t been home for their appointment. If you're still waiting for a shower to be fitted, please contact RBM directly to book an appointment on 01702 808940 (07.00 – 16.00). 

 

The 607 shower doors have now been repaired.

 

The next resident meeting is Tuesday 29th at 11am. These meetings will be held on a weekly basis.

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Meeting ID: 338 282 765 679
Passcode: 7H3byw

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We’re heading into a bank holiday weekend, so our offices will be closed on Monday.

If you require any support, please call us on 0300 304 5000 (Monday - Friday - 08:30 – 17:00), 07525 668 902 for out-of-hours, or call Axis Emergency Repairs on 0808 169 1969.

 

 

Tuesday 22nd August

Today we held the first weekly residents meeting. We discussed the following points:

 

  • We’re still investigating long-term solutions with partners and will share further information as soon as we can.
  • Bicycles and racks in the gas meter room will need to be relocated to the right-hand wall of the bin store in the next couple of weeks. This will reduce the number of bins available, but if this becomes an issue, we’ll arrange for more frequent collections.
  • We were informed that some residents throw rubbish into the bin store, rather than placing bags into the bins. The Tenancy team will investigate.
  • A leak on the 7th floor has been reported to the Repairs team.
  • RBM have informed us that some residents have missed their appointments for fitting showers and/or water heaters. This is causing significant delays. Please let them know if you are going to miss your appointment - 01702 808940.
  • We appreciate this is a difficult situation for residents and appreciate your patience. We know you’ve lived through other works, and we feel your frustrations. We’re working on resolving this situation as soon as we can and will keep you updated.
  • While we are investigating long-term solutions, we won’t have new information on a daily basis, so we’ve suggested reducing the daily email updates to weekly, just until we have more news to share. These weekly meetings will continue.

 

The next meeting will be held on Tuesday 29th August, 11am.

 

 

 

Monday 19th August

The next resident meeting is tomorrow, Tuesday 22nd at 11am. These meetings will be held on a weekly basis.

 

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Meeting ID: 338 282 765 679
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If you require any support, please call us on 0300 304 5000 (Monday - Friday - 08:30 – 17:00), 07525 668 902 for out-of-hours, or call Axis Emergency Repairs on 0808 169 1969.

 

 

Friday 18th August

As we head into the weekend, we would just like to thank residents again for your patience and support over the last few weeks, and into the coming months. We appreciate how difficult this situation must be, and we’re working hard to deliver solutions, both in the short-term and long-term.

 

If you’re waiting for an appointment for a shower and/or water heater to be fitted, please contact RBM on 01702 808940 (07.00 – 16.00). Please make sure you are available at the time of the appointment and talk to RBM if your availability changes.

You can continue to use the shower in 607.

 

We’ll be holding another resident meeting on Tuesday 22nd at 11am. These meetings will be held on a weekly basis.

Microsoft Teams meeting

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Meeting ID: 338 282 765 679
Passcode: 7H3byw

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In the meantime, if you require any support, please call us on 0300 304 5000 (Monday - Friday - 08:30 – 17:00), 07525 668 902 for out-of-hours, or call Axis Emergency Repairs on 0808 169 1969.

 

 

Thursday 17th August

RBM are still having some problems getting access to some of the properties. If you are still waiting for a shower to be fitted, please contact RBM directly to book an appointment at a convenient time.

If appointments have been made, and you can no longer make that appointment, you must let RBM know asap. Missed appointments will delay the installation in your property and it will have an impact on your neighbours who are also waiting. You can call RBM on 01702 808940 (07.00 – 16.00). 

17 showers have been fitted so far.

 

The shower in 607 remains available for use and is being cleaned daily, but please make sure you are leaving it clean for the next person to use.

 

Reminder: We’ll need to move the bike racks from the gas meter room, to bin store. We’ll fit a new rack for you to move your bikes to. Let us know if you need help to move your bikes.

 

If you require any support, please call 0300 304 5000 (Monday - Friday - 08:30 – 17:00), or call Axis Emergency Repairs on 0808 169 1969.

 

 

Wednesday 16th August

We’re reviewing several options for the repair works and will update as soon as a route has been confirmed. Regardless of the option we choose, we know we’ll need to move the bike racks from the gas meter room, to bin store. We’ll fit a new rack for you to move your bikes to. Let us know if you need help to move your bikes.

 

We mentioned previously that we have approached utility providers regarding standing charges, but unfortunately, they will not deal with us on behalf of residents. Please contact your energy provider directly. If your provider requires any evidence, we can issue a letter. 

 

If your support needs have changed, or you have any questions, please contact us on 0300 304 5000 (Monday - Friday - 08:30 – 17:00).

 

 

Tuesday 15th August

Weekly Teams meetings start from Tuesday 22nd August at 11am. In the meantime, daily email updates are being sent from customer.services@estuary.co.uk.

 

If you’re waiting for a shower and/or water heater to be fitted, please call RBM directly on 01702 808940 (07.00 – 16.00) to arrange an appointment at a convenient time.

 

If you have any questions or concerns, please call us on 0300 304 5000 (Monday - Friday - 08:30 – 17:00), or call Axis Emergency Repairs on 0808 169 1969.

 

 

Monday 14th August

Weekly meetings have been scheduled for every Tuesday (from 22nd August) at 11am. Details for joining the meetings can be found below:

 

Microsoft Teams meeting

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Meeting ID: 338 282 765 679
Passcode: 7H3byw

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If you are waiting for a shower and/or water heater to be fitted, please call RBM directly on 01702 808940 (07.00 – 16.00) to arrange an appointment at a convenient time. If appointments have been made, and you can no longer make that appointment, please call RBM to let them know.

 

If you require any support, please call 0300 304 5000 (Monday - Friday - 08:30 – 17:00), or call Axis Emergency Repairs on 0808 169 1969.

 

 

Friday 11th August

We’d like to thank residents for your continued patience and for voting on the preferred times for our upcoming weekly meetings. From Tuesday 22nd August, we will hold resident Teams meetings every Tuesday at 11am. Invites will be shared with residents shortly.

 

Once again, please ensure you are available for your appointment for RBM to fit your shower or water heater. If appointments have been made, and you can no longer make that appointment, you must let us know asap. Missed appointments will delay the installation in your property and it will have an impact on your neighbours who are also waiting. You can call RBM on 01702 808940 (07.00 – 16.00). 

 

The shower in 607 remains available for use and is being cleaned daily, but please make sure you are leaving it clean for the next person to use. A little consideration goes a long way.

 

If you require any support, please call 0300 304 5000 (Monday - Friday - 08:30 – 17:00), or call Axis Emergency Repairs on 0808 169 1969.

 

 

Thursday 10th  August

Our contractor, RBM, is having difficulty accessing some properties on the priority list, to fit their shower and/or water heater. If appointments have been made, and you can no longer make that appointment, you must let us know asap. Missed appointments will delay the installation in your property and it will have an impact on your neighbours who are also waiting. You can call RBM on 01702 808940 (07.00 – 16.00). 

 

The shower in 607 remains available for use and is being cleaned daily. We’re still covering swim sessions at Abbey Leisure and some travel as well.

 

We asked residents to let us know whether they would like weekly meetings at 11am or 4.30pm, and the majority have voted for 11am. So, from Tuesday 22nd August, we will hold resident Teams meetings every Tuesday at 11am. Invites will be shared with residents shortly.

 

If you require any support, please call 0300 304 5000 (Monday - Friday - 08:30 – 17:00), or call Axis Emergency Repairs on 0808 169 1969.

 

 

Wednesday 9th August

We’ll be arranging weekly Teams meetings with residents on Tuesdays at either 11am or 4.30pm. Responses so far, are in favour or 11am. You still have time to vote for your preference HERE.

We’re working through the priority list to fit electric showers are water heaters this week. Please bear with us, we’re doing everything we can to make sure we help everyone as soon as possible.

We’ve had Estuary staff and Axis on-site today, assessing options for longer term solutions.

If you require any support, please call 0300 304 5000 (Monday - Friday - 08:30 – 17:00), or call Axis Emergency Repairs on 0808 169 1969.

 

 

Tuesday 8th August

Yesterday we held the third Teams meetings with Kings House residents.

Don’t worry if you weren’t able to make any of the meetings, from 22nd August, we’ll schedule meetings every Tuesday at either 11am or 4.30pm. Please let us know your preference HERE.  We’ll continue to share daily email updates.

 

We’re continuing to install electric showers and water heaters this week. Most residents have informed us of their needs, and we’ve tried to prioritise the more urgent cases.

The shower in 607 is available for use in the meantime and is being cleaned daily.

 

The cost of the repair works, and the temporary measures will not be charged to residents. We’re supporting residents regardless of their tenancy type.

 

We have approached a utility provider regarding standing charges, but unfortunately, they will not deal with us on behalf of residents. Please contact your energy provider directly.

 

We are aware some residents are worried about heating later in the year; we’re researching solutions now, and we’ll provide an update when we can.

 

If you require any support, please call 0300 304 5000 (Monday - Friday - 08:30 – 17:00), 07525 668 902 for out-of-hours, or call Axis Emergency Repairs on 0808 169 1969.

 

 

Monday 7th August

Last week we held two Teams meetings where residents were able to ask questions and raise issues. It was requested that we continue these virtual meetings on a weekly basis, which we’re more than happy to commit to.  From 22nd August, we’ll schedule meetings every Tuesday at either 11am or 4.30pm. Please let us know your preference HERE. We can share notes from these meetings for those that are unable to attend.

 

We were also told that you might be interested in forming a Residents Group, which we’re happy to support with once the gas works are complete.

We’re continuing to install electric showers and water heaters this week.

The shower in 607 is being cleaned daily.

 

If you require any support, please call 0300 304 5000 (Monday - Friday - 08:30 – 17:00), 07525 668 902 for out-of-hours, or call Axis Emergency Repairs on 0808 169 1969.

 

 

 

Friday 4th August

We’d like to thank residents that attended one of the MS Teams meetings this week. We appreciate your time and your feedback. We will be holding a further meeting on Monday at 5.15pm. If you would like us to resend the meeting invite, or to share the recording or transcript from a particular meeting, please get in touch.

 

Now that we know the works will be ongoing for some months, we’re putting longer-term solutions in place, such as installing electric showers and water heaters in kitchens. We’ve also provided some electric ovens and air-fryers. We’re talking to residents about their individual needs and providing tailored support to keep people in their homes.

 

Some residents have asked how these appliances will affect their energy bills; you will likely be using more electric that usual, however electricity is generally cheaper than gas. We are providing subsistence payments where necessary.

 

If you require any support, please call 0300 304 5000 (Monday - Friday - 08:30 – 17:00), 07525 668 902 for out-of-hours, or call Axis Emergency Repairs on 0808 169 1969.

 

 

Thursday 3rd August

We'd like to thank those of you who attended our meeting today, we hope you found the session useful. We’re holding a further MS Teams meeting with residents tomorrow at 3pm. Email invites have been sent out. We welcome your feedback and questions. Our officers will be on site over the next week, so if you'd like us to visit, please let us know. 

If you need to speak to us, please call 0300 304 5000 (Monday – Friday- 8:30 -17:00), or call Axis Emergency Repairs on 0808 1691969

 

 

Wednesday 2nd August

We have sent you the following letter today:

As you’ll know from our recent communications and visit last week, the gas supply at Kings House was turned off on 19th July 2023. Initially, we were advised that the issue was associated with the ventilation within the cupboard, housing the gas pipework. We started work to increase the ventilation within this area and were hopeful that the supply could be reinstated reasonably quickly. Unfortunately, whilst carrying out these works, we have now identified additional issues with the pipework installation.

 

We have been working closely with our gas consultants, the original pipework manufacturer, and our contractor to understand what these additional issues mean. We now understand that extensive works will be required to the installation to ensure that it remains safe for you to use. Initial timescales to complete these works are in the region of 4 months.

 

We understand that this will be disappointing news, but your safety remains our priority. We’ll be working with you to manage this situation and to understand what support you’ll need to remain in your home during this time.

 

We have installed a communal electric shower in Flat 607 and have provided electric cooking facilities to many customers. The arrangement with the local leisure centre will also remain in place and we will continue to offer subsistence payments whilst we identify a more permanent solution.

 

Online meetings are being scheduled for 11am on Thursday (tomorrow), 3pm on Friday, and 5:15pm on Monday 7th August. We’ll email you invites for each of the meetings, but you’ll only need to attend one of these Teams meetings, if you can. However, if you have any immediate concerns or questions, please contact us on 0300 304 5000 (Monday - Friday - 08:30 – 17:00), or call Axis Emergency Repairs on 0808 169 1969.

 

 

Tuesday 1st August

On further investigation, we have identified repair works that could take longer than initially estimated to put right. There was always a possibility that the investigative works might uncover more complex issues, and unfortunately this has become the case. We’re working on outlining a new schedule of works and will share this as soon as we can.

We have communicated with residents on their specific needs and made subsistence payments, but we will follow up with residents again as the end date is moving.

In the meantime:

An electric shower cubicle has been installed in 607 for residents to use. The entry code is C1965. There is no booking system, but there is a lock on the inside for when the shower is in use. Take care when using the facilities.

We will continue to reimburse swim sessions booked with Abbey Leisure Centre. This will give you access to the pool and showering facilities.

https://www.everyoneactive.com/centre/abbey-leisure-centre/

020 3948 4960 - Bobby Moore Way, Barking, IG11 7HW

 

We will be organising a virtual meeting to update residents and will communicate the details shortly.

If you need to speak to us, please call 0300 304 5000 (Monday - Friday - 08:30 – 17:00), or call Axis Emergency Repairs on 0808 169 1969.

 

Monday 31st July

As we've continued to work through the repairs to the gas pipe work, it's become clear there are issues we need to investigate further. We were hopeful to complete the works within a shorter timeframe, however, we're waiting for reports from our consultants that are crucial to agreeing a final solution. We'll update you with further information as soon as possible. Your safety remains our primary concern.

 

Friday 28th July

Repair work and testing will continue this weekend. Some testing may be carried our remotely, but please try to be available for Axis engineers in case they need access to your property.

Some further repairs have been identified, and we’re making a plan with Axis Gas. There is no risk to residents.

 

An electric shower cubicle has been installed in 607 for residents to use. The entry code is C1965. There is no booking system, but there is a lock on the inside for when the shower is in use. Take care when using the facilities.

Please leave the shower room in the same condition as you found it. To get out of the main door of 607, turn both handles.

 

If you need to speak to us, please call 0300 304 5000 (Monday - Friday - 08:30 – 17:00), 07525 668902 for out of hours, or call Axis Emergency Repairs on 0808 169 1969.

 

Thursday 27th July

Axis Gas engineers started testing today and are making good progress. Testing will continue through to Sunday. If there are any times that you’ll be unavailable, please let us know on 0300 304 5000 (Monday - Friday - 08:30 – 17:00) ,  as we will need access to each property. Testing will take between 1-3hrs.

 

Wednesday 26th July

The works are ongoing, and we hope to have a completion date shortly.

Axis Gas engineers will be on-site testing from tomorrow (Thursday) through to Sunday this week. If there are any times that you’ll be unavailable, please let us know on 0300 304 5000 (Monday - Friday - 08:30 – 17:00) ,  as we will need access to each property. Testing will take between 1-3hrs.

If you haven’t checked your post box yet, we left you an Asda voucher yesterday, to thank you for your patience.

 

Tuesday 25th July

We’ve enjoyed meeting the residents of Kings House today, as part of our Customer Voice Roadshow! Thank you to all the residents who took the time to speak to us and answer some questions about Building Safety.

Gas repair works are on schedule, and Axis will be contacting residents to arrange testing from Thursday 27th – Sunday 30th July. As part of the ongoing works, we’ll need access to your home to carry out the necessary testing (this will take 1 to 3 hours).

We really appreciate your patience and working with us to resolve this issue. As a ‘thank you’, we have delivered an Asda shopping voucher to each property today. Have a little treat on us.

We’re supporting customers that we’ve been in contact with. If you need some support and you haven't spoken to us yet, please give us a call on 0300 304 5000 (Monday - Friday - 08:30 – 17:00) or call Axis Emergency Repairs on 0808 169 1969.

 

Monday 24th July

Repair works are continuing as planned. We’re supporting customers that we’ve been in contact with. If you need some support and you haven't spoken to us yet, please give us a call on 0300 304 5000 (Monday - Friday - 08:30 – 17:00) or call Axis Emergency Repairs on 0808 169 1969.

The Customer Roadshow is coming to Kings House tomorrow, Tuesday 25th July, 11am - 2pm - estuary.co.uk/customer-roadshows - This will be an opportunity to speak to us in person and ask any questions you might have.

 

Friday 21st July

Repair works will continue next week. We're looking to start testing in each property on Saturday 29th July, however if this date changes we'll let you know immediately. We will need access to your home to carry out the necessary testing and get you switched back on. 

We haven’t been able to make any arrangements with local businesses to use their showering facilities, but we will reimburse swim sessions booked with Abbey Leisure Centre. This will give you access to the pool and showering facilities.

https://www.everyoneactive.com/centre/abbey-leisure-centre/

020 3948 4960 - Bobby Moore Way, Barking, IG11 7HW

If you need some support and you haven't spoken to us yet, please give us a call on 0300 304 5000 (Monday - Friday - 08:30 – 17:00) or call Axis Emergency Repairs on 0808 169 1969.

The Customer Roadshow is going ahead as planned next week, Tuesday 25th July, 11am - 2pm - estuary.co.uk/customer-roadshows - This will be an opportunity to speak to us in person and ask any questions you might have. Again, thank you for your patience and working with us to resolve this issue.

 

Thursday 20th July

Repair works have started, and we are still on track to complete within two weeks. We've spoken to most residents now and have a list of support needs. We're working on some solutions, and we'll update shortly. If you need some support and you haven't spoken to us yet, please give us a call on 0300 304 5000 (08:30 – 17:00) or call Axis Emergency Repairs on 0808 169 1969.

Thank you for your patience and bearing with us while we get things sorted.

The Customer Roadshow is going ahead as planned next week, Tuesday 25th July, 11am - 2pm - estuary.co.uk/customer-roadshows - We look forward to seeing you there!

 

Wednesday 19th July

Our Housing Officers were knocking on doors this morning and managed to speak to just over 50% of residents. We've left letters for those that weren't home.

We've identified the main issues (although there is still some investigative work to do) and we hope to start some repairs work tomorrow. This may involve some drilling / noise, but we'll try to keep it to a minimum.

It may take up to two weeks to complete the works, but we'll know more by the end of this week. We'll need access to each apartment to get everyone switched back on, but we'll give you as much notice as we can and try to offer flexible appointments.

We're looking at local amenities that may be able to offer showering facilities whilst the works are taking place, so if you don't have an electric shower, don't panic!

If this gas outage means that you don't have a way to cook meals, let us know and we'll provide some support.

 

Tuesday 18th July

We’ve discovered an issue with the Kings House gas supply. We’ve turned the gas off while we continue to investigate the issue and possible solutions.

In the short-term, we’ll assess residents’ support needs, and we’ll do everything we can to help while the gas is off.

We’ll be knocking on doors on Wednesday (19th July) morning, but if you have any immediate support needs, please give us a call on 0300 304 5000 (08:30 – 17:00) or call Axis Emergency Repairs on 0808 169 1969.

We’ll continue to update residents via email and text message, and on this landing page.