This section is designed to provide useful information and resources to our existing tenants. We will be adding to this over the coming months.
Out of Hours Emergency Repair Cover
For emergency plumbing, electrical and general building repairs call Just 24/7 – 020 8979 2220
Just 24/7 will also carry out emergency boarding up and act as an emergency locksmith. (Please remember though that if you lock yourself out or lose your keys, you rather than the association will be responsible for the costs of the callout.)
For repairs to communal heating and hot water plant call S and S Burners – 020 8330 7992
For repairs to individual gas fires and boilers which we provide and maintain call Daynight – 01425 623954
For repairs to lifts call PDERS – 0207 919 9800
For emergency call outs to fire alarms provided to common parts call Chameleon – 0844 822 2888 and leave a message quoting ID number 847497 and your name address and telephone number. The duty engineer will call you back straight away.
If you smell gas or suspect a gas leak call National Grid – 0800 111 999
If there is a power cut affecting the whole house call EDF – 0800 028 0247
Repairs to TV Aerials and Door Entry Systems are not considered as emergencies and repairs to these items should be reported to the office when it re-opens on 0208 743 4422.
As out of hours callouts can cost significantly more that works carried out during normal working hours, we would ask you only to call out contractors out of hours in case of genuine emergencies. An emergency is a situation posing a health hazard, a risk of personal injury or where serious damage may be caused to your property or ours.
For the same reason the works done out of hours will be restricted to making safe only. Any further works will be organised once the office re-opens.
Who is my Housing Officer ?
Click below to view which properties each housing officer covers :-
Your Housing Officers.doc
How to Pay Your Rent Online Using Allpay
If you wish to pay your rent online, please click here
Alternatively you can use the Interactive Voice Response system. The automated telephone number for payments is:
Debit Card – 0844 557 8321
The script will guide you through the process to fruition, unless direct intervention is required by an operator, which will be automatic.
The allpay App is a brand new mobile application (App) available to download from the Apple App Store and Google Play (formerly the Android Market) for your Apple or Android Smartphone. The App is free to download and use. This is a speedy and convenient way of paying. What’s more, once you have logged into your account via the App, you can store all your payment reference numbers, bank card details and payment amounts so they don’t have to be entered every time. Plus you can create a 4 digit pin number to access the App so you don’t need to go through a lengthy login process every time. All of this is in the secure environment you would expect from allpay. You can download the allpay App directly from the Apple App Store or Google Play
You can also pay by Direct Debit. Just fill in and send us the form below
Direct Debit Form.pdf
How to make a Complaint
Click below to see our complaints policy and procedure:-
Getting a Transfer
If you have lived in your home for two years, you can apply for a transfer to another of our properties. An application form is available upon request, or you can download one here :-
WPH transfer application form.pdf
If you have any health reasons for needing to move, you can also complete a health and disability assessment form. Click below to download one :-
WPH 8pp disability application v2.pdf
To accompany the transfer application form, we have produced an informative brochure ‘Transfers – What every tenant should know’. We recommend reading this before filling in the form.
A mutual exchange involves two tenants swapping properties with one another. An exchange can take place between any Registered Social Landlord or Local Authority tenants. Please note you may only exchange with another female tenant.
We have a Mutual Exchange board in the reception area of our offices at 227 Wood Lane. Click below to see details of what is currently displayed :-
Mutual Exchange List 10.3.14.pdf
If you would like to have your flat added, you can download the following form and email it to firstname.lastname@example.org
Blank Mutual Exchange Form.doc
We can also help by trying to identify possible exchange partners. Upon receiving your details, we will run them through our computer and try to match you up with anyone who has applied for a transfer and wants the type of flat you have. We can only do this for people needing the same size property, ie if you have a one bedroom flat and want a similar flat but on a different floor or in a different area.
We will write to any potential exchanges, asking if they are interested. If they are, we will pass their details on to you and you can then see if an exchange of flats can be agreed. If we don’t find a match, we will let you know.
Some councils operate their own Mutual Exchange schemes. For example – RBKC’s Mutual Exchange website Their website gives good advice and information on eligibility and clearly explains the mutual exchange process.
HomeSwapper helps around 17,000 tenants to swap every year. Women’s Pioneer is now partnered with them, so there is no fee to join.
Click below to download our Neighbour Disputes leaflet :-
Click below to download our Antisocial Behaviour leaflet :-
ASB leaflet for web.pdf
Click below to view a collection of FAQs. This is gradually being added to.
Below are some useful information brochures that we have recently put together as well as our Repairs Recharge Policy:-
Decorating And Repairs.pdf
DIY Handy Hints.pdf
Repairs Recharge Procedure & policy.pdf
Here is our gas safety procedure:-
Gas Safety Procedure 2012.pdf
Click here to find free events going on in London.
Women and Girls Network
Women and Girls Network offers counselling and support for women who have experienced domestic violence.
If you need to talk to someone you can call their helpline on 020 7610 4345.
The helpline is open:
Consumer Credit Counselling Service (CCCS) – tel : 0800 138 1111
If you are struggling to make your monthly repayments and want to become debt free , the Consumer Credit Counselling Service (CCCS) can help. CCCS is a registered charity who have been providing confidential and impartial debt advice for more than 15 years. Their online tool, CCCS Debt Remedy, can provide you with an instant assessment of your debt situation and give you free advice to help you get started today.
One Space is the new parenting website for single parents. It’s the place to find information and ideas to help with the best, yet most challenging job- being a single parent!
Lone parents can join discussion groups, chat, watch video clips and share the ups and downs of life. By offering mutual support and friendship to each other, single parents become part of a lively national online community.
One Space is for all lone parents,whether they are pregnant, have toddlers or teenagers, are separated, divorced or widowed. There’s something for everyone.
For the first time online, lone parents get support from experienced parenting professionals encouraging them to take part, share their views and build confidence in parenting alone successfully.
The Homeless Prevention Service
The Homeless Prevention Service is a free, independent and confidential housing advice service for people living in LBHF with the aim being to prevent homelessness, provided by Staying First Services (part of Shepherds Bush Housing Group)
Advice areas covered:
Housing Benefit (including back-dating payments)
Improving residents’ knowledge of available housing options
Security of tenure
Advocacy and representation if required for County Court Hearings
Appointments and premises:
Clients will be seen by appointment Wednesdays at White City Health Centre, Australia Road, London, W12 7PH. Home visits can also be arranged.
Please phone the Homeless Prevention Caseworker, on 020 8996 8908 to make an appointment.
Click here for more info on Staying Put Services
InSTEP information service for tenants
InSTEP provides information and training services to tenants in social housing. InSTEP is a national service which offers a number of services to help tenants and landlords to work together, to inform and empower residents and to encourage tenant participation.
Services offered include:
- a free telephone helpline service 0500 844 111
- free information on tenant participation and housing
- training for tenants
- conferences to promote participation
- Up to date housing news
- BIG CHANGES – get the latest information on exciting developments for tenants
Click here to visit the InSTEP website
St Mungo’s Wellbeing Centre
The Wellbeing Centre is open to anyone who lives in the borough of Kensington & Chelsea who may be isolated or find it difficult to access wellbeing related services.
You can choose from:
- Yoga classes
- Cook & Taste sessions
- Complementary therapies
- Drug & alcohol support
- Breakfast club
- Women’s group
- Men’s group
- Housing options clinic
- Education, training and employment advice
94 Redcliffe Gardens
Tel: 0207 8352979
The Camden Society
The Camden Society is a London-wide organisation that supports people with disabilites in the key areas of supported living, training, employment and leisure. Click below for information on The Central Station Programme :-
Wise Owls provide employment and training opportunites for people between the ages of 45 and 65.
Eaves Women’s Centre
In July 2009 Eaves Housing For Women will be launching an advice and support drop in women’s centre, for women affected by domestic violence, rape, sexual abuse, women at risk of homelessness and women who have additional needs such as mental health and substance misuse. To arrange a visit, call 0207-840-7122 or email email@example.com
Campden Charities is a local, independent, grant giving trust. The aim of the grants is to alleviate need arising from financial disadvantage exclusively within the area of Kensington. If you’ve been a continuous resident in Kensington for 2 years and in receipt of benefits, you may qualify. Grants are available for tenants of pensionable age having to manage on low incomes. Education and training grants are also available to assist in removing financial barriers to getting employment. Leaflets are available from your Housing Officer upon request.
Du-It can carry out works directly for tenants, such as odd jobs, assembly of flat packs, re-glazing windows, hanging pictures and mirrors, small gardening jobs, laying paving, small electrical repairs, decorating, tiling, small carpentry works, small plumbing works including unblocking sinks, bath wastes and wc’s. Tel : 0800 612 9539
Please remember that if you are planning to carry out improvements to your flat, you need to get our permission first.
Also for small repairs, Staying first charges WPH tenants a reduced rate of £20 per hour + VAT + Materials and Parking over the hour . If the client is in receipt of a means tested benefit (and they may be asked to show a statement), then they would charge labour at the reduced rate of £12 per hour (inc VAT), as well as material cost, and parking over 1 hour. (applies to only those living in RBKC, over 60 or registered disabled)
New Tel: 020 8996 8890
New name & address: Staying First
Homes and Communities Agency
The Royal Borough of Kensington & Chelsea
Advice Hub KC
London Borough of Hammersmith & Fulham
London Borough of Hillingdon
Westminster City Council
DIY Doctor and DIY Data (useful DIY sites)
mySociety includes links to FixMyStreet and FixMyTransport
stickyboard an online neighbourhood noticeboard
Benefit Cap Calculator
Home Heat Helpline