North East London | Autumn 2026
Get ready for autumn Support, advice and things to know this autumn Is your home ready for winter?
Get outdoors and be creative this autumn
How your feedback is improving repairs
North East London | Autumn 2026
Contents 3
Is your home ready for winter?
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What to do about damp and mould
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Get creative this autumn
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Stay safe with e-bikes and e-scooters
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Support available
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How we're doing
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How your feedback is improving repairs
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Update from our Resident-Led Panel
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An update from your North East London Regional Forum
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Building a better neighbourhood together
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Community football tournament brings neighbours together
As always, you'll also find updates from your local area and information about support available if you need it.
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More than a food bank
We hope you enjoy this edition. If there's something you'd like to see in a future issue, we'd love to hear from you.
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Getting in touch
Welcome... ...to the autumn edition of your Home magazine As the seasons change, this edition is packed with ideas and practical tips for autumn and updates on the services you use. On pages 3 and 4, you'll find simple ways to prepare your home for the colder weather. From looking after your boiler and managing damp and mould, to finding help with energy bills, there's advice to keep your home warm and comfortable.
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There are also plenty of ways to enjoy the season on page 5, including autumn activities and the chance to win a prize in our pumpkin competition. Turn to pages 8 to 11 for updates on how we're improving our services. You'll find our latest Tenant Satisfaction Measures, progress on repairs and the latest on how residents are helping improve services through our Resident-Led Panel and Regional Forums.
With best wishes, Tracy Packer Managing Director | North East London
Contact us Phone 0300 123 3456 Website peabody.org.uk/contact-us Post 45 Westminster Bridge Road London, SE1 7JB Facebook and Instagram @PeabodyLDN
Home magazine aims to keep you up to date with news, events and other useful information and support. We hope you enjoy reading the magazine, but if you decide you don’t want to receive it any more, just let us know: Email communications@peabody.org.uk stating ‘Magazine opt-out’ in the subject line. Please include in the email either your tenancy reference number or your full name and address. We need this information so we can find you in our database to unsubscribe you. You can sign up to receive Home directly to your inbox at peabody.org.uk/peabody-magazine
Is your home ready for winter? A few simple checks now can help keep your home warm, avoid problems and save money when colder weather arrives. Check your boiler Before the temperature drops, turn your heating on and your thermostat up to make sure your boiler is working properly. Check that your radiators are warming up and your hot water is working as expected. If something's not right, try resetting your boiler and checking the pressure gauge. Most boilers work best at around 1 to 1.5 bar. If it's still not working, get in touch.
Check for damp and mould Damp and mould can cause problems at home, especially in the colder months. If you've got an issue with damp and mould, we're here to help. There are also simple things you can do to help prevent damp and mould and information on how to report it on the next page.
Prepare outside too If you have your own garden or outdoor space, clear leaves from paths, drains and gutters where you can and put away any garden furniture or loose items before winter weather arrives. Taking a few minutes now can help prevent slips, trips and damage later.
Lower your household bills Our money-saving specialists at LEAP and Pocket Power can help you find better energy, broadband and phone deals. They can also check you're receiving all the support you're entitled to. You could save around £200 a year. info.peabody.org.uk/household-bills
Keep your home safe Take a few minutes to check your smoke and carbon monoxide alarms are working. Replace the batteries if needed and make sure hallways are clear.
Get advice If you're worried about money, our Financial Support team is here to help. They can explain what support is available, check to see if you qualify for any benefits and help with applications. Visit info.peabody.org.uk/advice or call 0207 021 4085, Monday to Friday, 10am to 1pm and 2pm to 4pm.
Pop into your local community centre If you need a warm space, a friendly face or a little extra support this winter, you're always welcome at one of our community centres. Many offer free or low-cost activities and advice services and some provide food banks. Find your nearest centre at info.peabody.org.uk/nearest-centre
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Damp and mould What Awaab's Law means for you Everyone deserves to live in a safe, healthy home. The next phase of Awaab's Law introduces new legal timeframes for social landlords to respond to serious problems in residents' homes, including damp and mould. When you report a repair, we'll look at how urgent it is and whether anyone in your home may be at greater risk, such as young children, older people, pregnant residents or someone with a disability or long-term health condition. If we find it’s an emergency, we'll make things safe within 24 hours. Other serious issues will be inspected if possible within 10 working days. If you notice damp or mould, report it as soon as possible so we can help. Tell us how it's affecting you and anyone else living in your home.
Could you get extra support this winter? Some residents may be able to get extra financial support this winter. Here are a few things that could help.
Winter Fuel Payments
Some pensioners could receive between £100 and £300 towards heating costs.
Pension Credit
If you're over State Pension age, you could get extra weekly income and other support, including help with NHS costs.
Household Support Fund
Your local council may be able to help with food, energy bills and other essential household costs.
Warm Home Discount
Some households could receive £150 off their electricity bill. Check if you can get it by visiting gov.uk or get in touch with our Financial Support team. They'll help you understand what's available and apply.
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Report damp and mould info.peabody.org.uk/report-damp-and-mould
Visit info.peabody.org.uk/advice or call 0207 021 4085, Monday to Friday, 10am to 1pm and 2pm to 4pm.
Did you know? There are a few simple things you can do to help reduce condensation and damp in your home: Open windows for around 10 minutes each day and keep the vents around them open.
Opening a window while cooking or showering helps warm, damp air escape before it turns into condensation. Put lids on pans while cooking to help reduce moisture in the air.
Extractor fans work best if you leave them running for around 15 to 20 minutes after showering or cooking.
Try not to dry clothes on radiators. If you're drying clothes indoors, keep them in one room, close the door and open a window slightly.
Leaving a gap of around 10cm between furniture and outside walls helps air circulate and reduces the chance of mould forming behind furniture.
Keeping rooms at a steady temperature can help reduce condensation, rather than letting them get very cold and then warming them up again.
Get creative this autumn
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Looking for something to do with the kids this autumn? Make your own harvest wreath using treasures from outdoors and a few things you might already have at home.
Show off your spooky creation for the chance to win a £50 supermarket voucher
You'll need: • A paper plate, with the centre cut out (take care when using scissors) • Tissue paper or old fabric • Natural treasures such as dried fallen leaves, acorns, pinecones, conkers and sticks • PVA glue • Ribbon or string to hang your wreath Carefully cut out the centre of the paper plate to make a ring. Cover it with torn pieces of tissue paper to create a colourful base, then decorate it with your natural treasures and craft materials however you like.
• Take a photo of your finished creation • Share it on your Instagram feed or story and follow and tag @PeabodyLDN • Post your creation by midnight on Sunday 8 November The best design will win a £50 supermarket voucher. Happy decorating!
i nfo.peabody.org.uk/nearest-centre
Celebrate safely this autumn
The safest way to enjoy fireworks is at a public display. Check your local council website to find an event near you. www.gov.uk/find-local-council
WON!
• Decorate a Halloween or autumn-inspired pumpkin or gourd
Visit your local community centre for more family activities
info.peabody.org.uk/celebrate-safely
TO BE
How to enter:
T&Cs apply. Find out more at peabody.org.uk/halloween
Bonfire Night and Diwali are a time for celebration. Whether you're lighting candles and diyas or enjoying sparklers and fireworks, here are a few tips to help you celebrate safely.
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Stay safe at home As the weather gets colder, we often use things like candles, heaters and fireplaces. Remember: • Blow out candles before leaving a room or going to bed • Keep candles and portable heaters well away from curtains, furniture and anything else that could catch fire • Don’t dry clothes on or too close to portable heaters
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One of the biggest fire risks could be charging in your hallway
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E-bikes and e-scooters might be part of your daily life.
Charge while you're awake, use the charger supplied with your device and keep it away from hallways and doorways.
But their batteries can start a serious fire, even if they look fine.
Check the battery before and while it's charging. Stop charging if it gets very hot, leaks, swells, smells unusual or makes hissing or crackling sounds.
Find out more about the fire risks and how to stay safe
Avoid cheap batteries, DIY conversion kits and unofficial parts.
info.peabody.org.uk/e-bike-safety london-fire.gov.uk/ safety/e-bikes-and-e-scooters
f a fire starts, get out, shut I the door if you can and call 999. Ask for the fire brigade.
Concerned about tenancy fraud? Let us know Tenancy fraud happens when someone lives in a social home they shouldn't be in. This could include subletting it to someone else or no longer living there themselves. Every social home should go to someone who needs it. But tenancy fraud can mean homes aren't available for those waiting for a home. It's more common than you might think. Around 148,000 social homes in England are affected, including around 1 in 20 in London. At the same time, 1.33 million households are on the social housing waiting list. If you notice something that doesn't seem right, please let us know. You can report it anonymously if you'd prefer. 0300 123 3456 illegalsubletting@peabody.org.uk
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Learn more about tenancy fraud info.peabody.org.uk/tenancy-fraud
Safe Spaces for domestic abuse support If you're experiencing domestic abuse or feel unsafe at home, you don't have to face it alone. We can help you plan your next steps and connect you with specialist support.
Your nearest Safe Space Pembury Community Centre Ground Floor, Block A Atkins Square, Dalston Lane Hackney London E8 1FA
Find support info.peabody.org.uk/ local-safe-spaces
If you're in immediate danger, call 999.
Tenant Satisfaction Measures (TSMs): repairs This year’s results You told us repairs are one of the areas where we need to do better. This year, 64% of residents living in rented homes were satisfied with our repairs service and 60.5% were satisfied with the time it took to complete their most recent repair. We know there's more to do, particularly when it comes to repair times and keeping you updated. That's why we’ve:
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Introduced new Service Standards so you know what to expect from us
Introduced more local repairs teams in some areas
Made it easier to track your repair online
Recruited more colleagues and repairs inspectors to check the quality of completed work
Improved the way we keep you updated on the progress of your repair
Improved how we manage contractors
Improved the information our Contact Centre colleagues can share when booking repairs, helping contractors arrive with the right information
Service Standards Our Service Standards set out what you can expect from us. One of those standards is keeping you updated, because we know that waiting for information can be just as frustrating as waiting for a repair. Recently, a resident told us how regular updates, prompt responses and clear explanations from one of our colleagues transformed their experience of a complex repair. That's the standard we're working towards for every resident. If we can't resolve an issue straight away, we'll keep you updated, explain any delays and let you know what happens next. Since October, we’ve resolved more than 32,000 queries on the same day and 66% of queries received a response within five working days. We're continuing to improve so you receive clear, timely communication whenever you get in touch.
We'll continue to use your feedback to improve your repairs service.
New standard for better services From October, a new government Competence and Conduct Standard will help make sure you receive a professional, consistent service. As part of this, our senior leaders will need to have, or work towards, housing qualifications. We'll also introduce an updated Code of Conduct for colleagues, setting out the standards you can expect from us and how you should be more involved. Residents have helped shape the code and the new standard means you'll continue to have a stronger voice in how our services are reviewed and improved.
Read more on our website info.peabody.org.uk/competence-and conduct-standard
How your feedback is improving repairs Repairs come through as residents' biggest priority in our Tenant Satisfaction Measures, resident surveys and complaints. A group of residents have reviewed our repairs service from start to finish. They looked at every stage of the process, spoke with colleagues and contractors and identified what works well and where we can improve.
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Their recommendations focused on the issues residents tell us matter most: • Improving communication throughout a repair, from reporting it to the work being completed • Making it easier to track progress through My Peabody • Reducing cancelled appointments and repeat visits • Creating a more consistent experience across different repair services • Using resident feedback and repairs data to identify recurring issues sooner We're now reviewing each recommendation and using them to inform the next phase of improvements. We'll continue to update you on what we’re changing and how it’s improving the repairs service. Thank you to everyone who has shared their feedback, completed a survey or taken part in resident groups. Your feedback is helping us improve our repairs service.
An update from our Resident-Led Panel
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Welcome to our new Resident-Led Panel members We’ve welcomed six new members to the Resident-Led Panel (RLP). They are Abiola, Kevin, Melody, Rea-Renea, Troy and Vanessa. They join us alongside existing members Danny, Denise, Ingrid, John and Lisa. We work with Peabody to improve how residents are involved in decisions and to make sure residents’ voices help inform services. With new members on board, we’re looking forward to building on what we’ve already achieved. The new members represent communities across Peabody, including North Counties, North East London, North West London and South London. Having members from across our regions is really important and the new members bring this representation.
As they settle in, we’ll be using all our various skills in different areas to get to work. Over the next few months, we’ll be meeting more residents at local events, focus groups and through feedback projects. If you have the chance to get involved, we’d encourage you to take part. Peabody wants to work with residents and we’d urge you to take them up on that mission! Meanwhile, one of the RLP’s first priorities is sustainability. This includes environmental, financial and cost-of-living sustainability issues. If you’d like to be involved or find out more, please email get.involved@peabody.org.uk
An update from your North East London Regional Forum What you've told us and what's happening next Your North East London Regional Forum gives you a say on services where you live. In July, you joined colleagues at Pembury Community Centre for the first in-person and online North East Regional Forum. Here's what you told us.
Complaints You told us complaints take too long, communication isn't always clear and it's difficult to escalate cases. Some residents also felt investigations weren't resolving the underlying issue. Complaints handling is one of our lowest-scoring Tenant Satisfaction Measures (TSMs) and you stressed that it needs to improve. We've introduced a new regional complaints model with dedicated Regional Resolution Managers, clearer points of contact with your complaint handler, more people to manage complaints and stronger accountability for contractors where complaints involve repairs.
Repairs
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More opportunities to get involved
You shared concerns about repairs, including missed appointments, communication from contractors, repeat visits and delays in resolving issues. You also told us that poor communication between us and contractors can lead to delays and confusion.
The first hybrid forum made it easier for residents to join either in person or online. You also heard about a range of opportunities to influence services, including Peabody Voice, the Scrutiny Bank, local drop-in events and resident focus groups.
The Repairs Subgroup who look at our repairs service continues to meet between forum meetings to work directly with us on issues like contractor communication, repair processes and how jobs are managed. The group is also tracking progress to make sure your feedback leads to real improvements.
Local drop-in events continue across the region to help you keep in touch with local teams and raise the issues that matter to you. We'll keep updating you on the progress we've made and the changes you've asked us to make.
Neighbourhoods and Estate Services teams You also heard about the Better Neighbourhoods programme, including improvements to local communications, noticeboards and neighbourhood webpages. You raised local issues including fly-tipping, estate cleanliness, parking concerns and long-standing maintenance issues.
Want to get involved?
Neighbourhood and Estate Services teams are investigating the issues raised and using resident feedback to help improve services. Teams are also working more closely together to resolve local issues more quickly.
info.peabody.org.uk/forum-voice
Come along to a Regional Forum to share your views and help improve services in your area. Find out when the next meeting is or join Peabody Voice.
Building a better neighbourhood together Residents enjoyed a day of sunshine, conversation and family fun at Fish Island Village in May. They also shared their views to help improve their neighbourhood.
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We teamed up with the Fish Island Village Residents' Association to bring together residents, Peabody colleagues, local neighbourhood teams, the police and Tower Hamlets Council. Residents talked openly about what's improved, what still needs attention and how things could continue to get better. It was also a chance to get to know neighbours and speak directly with local teams. The day began with the Fish Island Village Residents' Association Annual General Meeting. We know things at Fish Island Village haven't always been where they needed to be. Residents have experienced issues and trust has been affected. We're working more closely with the Residents' Association and residents to strengthen communication, listen to feedback and involve people in decisions about their neighbourhood. The day was also about fun. Those who came along enjoyed face painting, henna, giant inflatables, garden games and an ice cream van. For younger attendees, local business Kinder Island provided soft play, complete with a baby gym and interactive play areas.
The event showcased the fantastic businesses that make Fish Island Village unique. This included discounted pizza and tacos from Unlock Pizza, free matcha from JUJU Homes, charcuterie from Lanterna, snacks from Olo Snacks and even a free haircut from Minus Barber. During the event, residents also took a survey about how communications have changed over recent years. One resident said: "We had a great time at Saturday's event. Your teams were all very friendly and eager to help us with our questions and it was nice to meet the people we've been emailing."
"We know improvements have been needed, both in residents' homes and in how we communicate, so we've been working hard to make things better. It's important that everyone has the chance to speak openly, ask questions and help improve what happens next at Fish Island Village. There’s still work to do, but the day showed what can happen when residents, local organisations and Peabody come together. Thank you to everyone who came along, shared their views and helped make it such a great day." Selorm, Neighbourhood Manager at Fish Island Village
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Community Football Tournament brings neighbours together Football, community spirit and plenty of determination were on display as around 120 people came together for this year's Community Football Tournament at Harris Academy Tottenham. The event, run by Haringey Council, brought together residents of all ages for a day of football, fun and connection.
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The tournament included a variety of matches, including walking football, girls' and women's teams and competitions for under-16s and over-16s. The day wasn't just about football. Five young people gained valuable work experience in refereeing and media roles, while two more volunteers helped deliver the event. Young photographers aged 13 to 22 captured the day's highlights in photo and video, building their skills while documenting the event. There were inspiring stories throughout the tournament. A local father stepped in to coach his son's team, helping a group of friends build confidence on the pitch. A young member of the Youth Council, who dreams of becoming a sports coach, led warm-ups and refereed matches. Another young coach returned after first getting involved through a Violence Reduction Unit programme with Jellot Youth, leading his under-16 team to tournament victory. Families cheered from the sidelines throughout the day. Mind in Haringey and Father 2 Father were also there to support residents and share advice on mental health and wellbeing. Supporting events like this is about helping residents build confidence, make new connections and access opportunities close to home. By working alongside Haringey Council and local partners, we're helping create opportunities that bring people together and benefit the whole community.
"The day really highlighted something simple: grassroots activity doesn't need much, just space, opportunity and a shared vision, with connection and community at the heart of it. When those things are in place, the community does the rest." Shawn Semper from Haringey Council's Community Engagement team Peabody Community Foundation co-funded the event alongside The Hill Group, helping provide paid opportunities for young people as well as supporting venue hire, staffing and refreshments. The event was delivered by Haringey Council with support from ThruLife, Carey London, Mind in Haringey, Father 2 Father and You vs You.
More than a food bank For more than 15 years, Precious Lives has supported people across Hackney. Founded in 2008 by Amina with her teenage son, Kizi, the charity began by bringing local families together through activities, homework support and trips. Since then, it has grown to offer mental health support, healthy eating workshops, legal advice, exercise classes and more through the Community African Network (CAN). When more people struggled to afford food during the pandemic, the charity launched a food bank. What began by supporting just a handful of families quickly outgrew its community centre and eventually operated from outside Amina and Kizi's home. This changed in November 2025 when the charity found a new home at Pembury Community Centre, owned and run by us. "A big thank you needs to go to Lorraine, Yasmeen and the Duty Operations team at Peabody," said Amina. "Lorraine heard about our work and came to meet us and our volunteers. She gave us a roof over our heads. Without an indoor venue, we wouldn't be able to help so many people or receive donations from organisations like the Felix Project." Today, up to 20 volunteers run the food bank every Wednesday, offering fresh food, cupboard staples, toiletries, clothing and other essentials. Around 90 people visit each week, although this can rise to 120. Unlike many food banks, no referral is needed, so anyone who needs support can access it. Being based at Pembury Community Centre has also helped connect people with other local services and support. The charity is now exploring funding through a Peabody Community Foundation grant. Demand is always higher than the donations they receive. Volunteers sometimes buy extra food during sessions, while limited funding and transport make collecting donations more difficult.
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Kizi said: "When we have funding, we can buy pallets of food costing £200 to £400, containing around £2,000 worth of supplies. We also rely on hiring a van to collect donations. Having our own transport would help us collect even more food for local people." From helping a handful of families to supporting hundreds of local people each month, Precious Lives continues to show what can be achieved when communities come together.
Want to help? Whether you're looking for support or would like to volunteer or donate, we'd love to hear from you. Join the WhatsApp channel. Contact Kizi on 0737 5773 150 and ask to be added for updates about the food bank and other Precious Lives support. preciouslives.org.uk contact@preciouslives.org.uk 0777 5645 601
My Peabody, your home Tap, track, tick Got a repair? Skip the hold music. My Peabody is the quickest and easiest way to manage your home, whenever it suits you. You can use My Peabody to: • Raise and track repairs • Pay your rent • Update your details • Find information about your home
Manage your home in minutes: info.peabody.org.uk/online-account
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Did you enjoy this edition of Home? We’d love your feedback. Tell us what you liked, what could be better and what you’d like to see next. Share your thoughts: info.peabody.org.uk/magazine-survey
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