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Welcome to our dedicated e-newsletter for council tenants and leaseholders
Following our recent inspection by the Regulator of Social Housing, I'm pleased to share that the council was awarded the second highest grading of C2.
It was another opportunity for us to highlight our plans to make ongoing improvements to the housing services we deliver.
In case you missed it, watch my video which explains the outcome in more detail.
A key part of our improvement plan is continuing to work alongside residents to shape our services and be more accountable.
Alongside enhancing our services and homes, we are also working hard to create more much-needed homes for residents.
Cabinet Member for Planning, Housing and Growth
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How to apply for adaptations
If you are having difficulty moving around your own home, we might be able to assist you with making adaptations to help ensure you can remain living independently.
Last year, we completed 240 aids and adaptations projects, with a total of 317 elements, including bathroom adaptations, and the installation of stairlifts, hoists and ramps.
Before work can be carried out, an occupational therapist will need to assess your home. They will make recommendations as to which equipment or adaptations could help you.
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Submitting a complaint
If you have a problem with the service you received from the council, we want to hear from you. It means we can put things right and learn from what has happened.
You will not be treated less favourably if you decide to complain, and your complaint will be dealt with in confidence.
The easiest way to submit a complaint is by completing the online form.
You can also submit complaints in person to your housing officer, at one of our libraries, or by letter, email or phone call.
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As part of our four-year £108 million investment programme to improve council homes, we celebrated the completion of our window renewal project at Barr Lodge and Bond Close.
The new windows will ensure residents remain safe and warmer in their homes, while also providing a boost to the appearance of the site.
To say thank you for their cooperation during the work, our contractor Mysons arranged a fish and chip lunch for residents.
Resident Barbara O’Brien, said: “I’m really happy with the works, the new windows are a big improvement and much easier to keep clean.
“The staff were excellent, always friendly and kept us informed. The fish and chip lunch is a lovely bonus.”
When improvement works are planned, we will write to tenants. All day-to-day repair requests should be submitted online or through MyAccount.
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Tackling housing fraud
Our counter fraud team works closely with housing services to investigate housing fraud against the council, which includes anyone:
- subletting or not living in their council house
- applying for succession of a tenancy after a tenant's death when they are not eligible, which includes falsely claiming that someone has lived with the deceased tenant
- providing false information or failing to disclose information when applying to purchase their council property under the Right to Buy scheme or completing an assignment or mutual exchange application. This includes not living in the property as their main address
- attempting to obtain social housing based on false information. For example, failing to tell us they already own a property.
During the last financial year (2024/25), the team recovered 112 properties, discontinued 73 housing applications and ended 39 emergency accommodation places through their investigations.
Alternatively, you can send a letter marked 'Private and Confidential' to: Counter Fraud Manager, 3N, Civic Centre, High Street, Uxbridge, UB8 1UW.
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Spot the signs of cuckooing
Cuckooing is when a vulnerable individual is exploited in their own home by groups or individuals who intend to use the property for criminal activities.
Victims are typically people with mental health conditions, physical disabilities, those who are lonely or isolated or those who have, or have had, an addiction.
Perpetrators will typically form a bond or relationship with the victim in order to have easy access to their house, then threaten to hurt them if they tell anybody.
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vulnerable individuals experiencing more frequent access to their property, sometimes through unconventional means, such as windows or walls
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increased anti-social behaviour (ASB) at the address
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an increased presence of vehicles and motorbikes near the house, with individuals exchanging small amounts of cash
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visitors bringing goods like TVs or bikes but leaving empty-handed
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a property getting significantly untidy
- signs of drug usage or odours within the property.
If you believe that someone is being cuckooed, you can report it online, in person to your tenancy management officer, by emailing asbriskmanagement@hillingdon.gov.uk or calling 01895 558127.
In an emergency always call 999.
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Preventing damp and mould
As the temperatures drop, condensation can become a major problem in homes.
When it’s colder the amount of water the air can hold falls and tiny droplets of water form on surfaces such as walls, windows and hidden surfaces where there is little air movement.
If left, this moisture can develop into black mould, which over time can damage your home and sometimes cause health problems. It’s important to ensure your home is ventilated properly, especially when cooking, bathing, and showering.
Our damp and mould handbook provides you with a useful prevention checklist on how to deal with condensation and prevent mould from developing.
Mould should not reappear once you resolve the causes of condensation. If you are a council tenant and continue to have problems, you should request a non-emergency repair.
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Join us for the Tenant and Leaseholder engagement conference
As part of our commitment to being open, accessible and accountable, our Tenant and Leaseholder engagement conference is returning.
Join us on Thursday 29 January, between 11am and 3.30pm, in person at the Civic Centre or online.
We have listened to resident feedback and made changes to make it more engaging.
This year, the conference will be co-chaired by residents and council officers, and it will provide an opportunity to learn more about our plans to improve housing services.
For those joining us in person, there will also be time to meet with housing managers to discuss specific issues relating to your home and tenancy.
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Improved reporting for tower block residents
A new trigger procedure is being proposed to improve how we tackle serious ASB in shared areas of high-risk buildings.
The new processes would ensure swift action when safety is at risk – whether it’s threats to life, compromised fire systems, repeated or escalating incidents including aggressive or violent behaviour, use of weapons and vandalism of safety-critical infrastructure such as fire doors, alarms.
If adopted, the new process would provide:
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a quicker response to serious ASB reports
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clearer timelines for action – from reporting to enforcement
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greater protection for tenants and building safety.
Your feedback will help shape how we respond to ASB and keep the communal areas of tower block buildings safer.
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Charge safe
E-bikes, e-scooters and mobility scooters are a growing cause of fires across the country and pose an even greater risk in residential blocks with multiple occupants.
The fires occur when the lithium batteries powering these vehicles fail and explode, creating fierce flames and a toxic white vapour cloud. Batteries can fail for several reasons and common causes include poorly built or counterfeit batteries, modifications, damaged batteries, overcharging, or even using the incorrect charger.
Top safety tips to protect you and your neighbours:
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use the right charger – always use the manufacturer approved charger for your device and avoid off-brand alternatives
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charge in a safe place – never charge devices in communal areas or block escape routes like exits or hallways
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keep away from direct sunlight and flammable materials
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don’t overcharge – unplug devices once they’re fully charged to avoid overheating the battery
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inspect for damage – if your battery shows signs of swelling, leakage, or damage, stop using the device immediately and dispose of the battery safely
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dispose properly – contact the manufacturer (or where you bought the product from) - they have a responsibility to recycle them safely and responsibly.
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More food waste collections coming soon
Next year, we will be rolling out food waste collections to even more homes across the borough as part of our drive to increase recycling and protect the environment.
The rollout of the service to private housing blocks, will being in mid-January, with collections starting the week after you receive a food waste caddy.
For those living in flats above shops, the council will begin dry, mixed recycling collections in early February, with separate food waste collections following in March.
If you live in an eligible property, keep an eye out for more details from us soon.
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