Spring is a good time to reset. The days are getting longer, the evenings lighter and it’s a chance to check in on your home and your finances. In this edition of Home, you’ll find practical support, local stories and updates on how we’re making improvements based on what you’ve told us.
If you’re thinking about a spring refresh, have a look at pages 4 to 6. You’ll find tips to help you manage your finances, including support available, information on home contents insurance and work and training opportunities. There’s also advice on preventing damp and mould, how to report it and information about gas safety checks.
To see how we’re doing and how your feedback is helping us improve our services, turn to pages 8 to 12. You’ll find our latest Tenant Satisfaction Measures (TSMs), what’s changed as a result of resident feedback and how you can get involved.
To help you make the most of spring, on page 3 you’ll find free and low-cost things to do over Easter near you. You can also take part in our spring competition by sharing photos of your indoor or outdoor plants.
We hope you enjoy this edition of Home magazine.
With best wishes,
Tracey Packer Managing Director | North East London
What’s on this Easter
With spring here, you’ll find free things to do and ways to save on food when eating out.
Cheaper meals for kids
Many restaurants offer free or discounted meals for children during the school holidays.
From pasta dishes to family meal deals, there are lots of options to help keep costs down. moneytothemasses.com/quick-savings/tips/ how-to-save-money-on-eating-out-withchildren-this-school-holiday
Visit a food bank
Access free and affordable food. Local food banks offer tins, fresh fruit and vegetables and other essential household items. You can also find other types of support. info.peabody.org.uk/food-options
Free activities
Sunnier days are great for getting outside.
If you’re looking for spring walks, try Go Jauntly for free guided walks near you. gojauntly.com
Visit one of our community centres
There’s lots going on near you.
Pick up a timetable at your nearest centre or see what’s happening online.
info.peabody.org.uk/visit-easter
A spring check-in for your home
Spring is a good time to check in on your home and shared spaces and let us know if anything needs sorting.
Spring clean your finances
If you’re worried about bills, benefits or budgeting, support is available. We can help you check what financial support you may be entitled to and offer advice to help you manage your money. Talk it through with our money specialists. info.peabody.org.uk/bills
Staying safe with e-bikes and e-scooters
If you use an e-bike or e-scooter it’s important to charge and store it safely.
• Don’t charge or store them in communal areas, escape routes or near your front door
• Use official batteries and chargers from trusted sellers
• Unplug them once fully charged and avoid charging overnight
To keep everyone safe we may remove e-bikes or e-scooters left in communal areas. There may be a charge for removal and storage.
Find out more: london-fire.gov.uk/safety/ lithium-batteries
Looking after your building
Keeping your home and building safe, secure and well maintained is really important to us. To help us do this properly, we’ve asked a specialist company, Faithorn Farrell Timms, to check the shared areas in all blocks of flats. This includes spaces like entrances, hallways and stairwells.
These surveys will give us an up-to-date picture of your building. They help us spot repairs or improvements early, so we can plan the right work at the right time.
Surveyors will carry ID, which you can ask to see. If they need to take photos, they'll always respect your privacy. Our aim is to make sure your building stays safe, comfortable and well looked after.
Gas safety checks
Gas safety checks help keep you and your neighbours safe. Every home with its own boiler needs a yearly gas safety check and we’re required to carry these out by law. If one of our engineers contacts you to arrange a visit, please let them in. If the time doesn’t work for you, let us know and we’ll rearrange an appointment that fits around your day.
Damp and mould
Damp and mould can happen at any time of year. Simple steps like opening windows when you can and using extractor fans in kitchens and bathrooms can help.
If you notice damp or mould in your home, tell us as soon as possible.
info.peabody.org.uk/damp 0300 123 3456
off your home, balcony or garden in full bloom and win a £50
Plants can bring colour, calm and a little joy to your home, whether they’re inside or out. Show off your flowerpots and greenery by entering our spring competition.
To enter:
• Snap a photo of your plant-filled space
• Tell us a little about your plants and post the picture on your Instagram profile
• Make sure you’re following us and tag us @peabodyldn in your photo
• Submit your entry by Friday 17 April
Getting started with an apprenticeship
Taking the first step into work
Apprenticeships can be a great way to build skills, confidence and real work experience. With the right support, they can also help you take your first step into a long-term career.
We work with employers and partners to help residents find apprenticeships and support them while they learn on the job. Opportunities are available across housing, construction, business administration, health and social care and more.
We run events to help young people learn more about apprenticeships.
For Emmanuel, attending an event at Pembury Community Centre marked the start of his journey.
If you’re looking for an apprenticeship or support finding work, we may be able to help.
Emmanuel, Believe Work Experience Wates apprentice:
“I attended a Skills for Life apprentice event at Peabody. It was a free event for young people aged 15 to 18 who wanted to find out more about apprenticeships and other career options. It opened my eyes to different routes into work. After registering my interest in construction, I was invited to take part in Wates’ Believe Work Experience programme.
I spent a week learning more about construction and gaining hands-on experience. The Peabody team told me Wates were impressed. That week led to a paid six-week internships in construction management and site management, which was later extended.
Although it didn’t lead to a permanent role, I didn’t let that stop me. I continued applying for new opportunities and soon secured an apprenticeship in Construction Management with Costain, working on the Heathrow Airport project.
It’s been a huge positive change for me, from having nothing lined up to helping manage one of the biggest airport projects in the UK. I believe my hard work is paying off and it’s only the beginning.”
Get email updates on jobs and training
info.peabody.org.uk/job-email-updates
Get help with your CV, interview skills or building your LinkedIn profile
info.peabody.org.uk/jobs-and-skills
We also offer apprenticeships at Peabody. Find out about working at Peabody
info.peabody.org.uk/career-in-housing
Complaints: your options
We’re committed to getting things right for our residents, but we know that sometimes things go wrong.
If you're not happy with the service you've had from us, let us know so we can put things right.
We can often fix things like missed appointments quickly.
Call us on 0300 123 3456
Use Live Chat on our website
Complete our online form info.peabody.org.uk/contact-form
Write to 45 Westminster Bridge Road, London SE1 7JB
If you're not happy with the service you've received, you can make a formal complaint.
We'll investigate the issue and work with you to put things right.
Here’s what happens next:
Stage one complaint
We'll look into your issue and take steps to fix it and keep you updated.
Stage two complaint
If you're unhappy with the outcome of your stage one complaint, you can ask us to review everything.
Read more about the complaints process info.peabody.org.uk/complaints-stages
How to make a complaint info.peabody.org.uk/formal-complaint
Call 0300 123 3456 and choose option 7
Contacting the Housing Ombudsman
If you feel your complaint hasn't been resolved through our process, you can contact the Housing Ombudsman.
You can also contact them at any time during the process for independent, impartial and free advice: housing-ombudsman.org.uk
0300 111 3000
info@housing-ombudsman.org.uk PO Box 1484, Unit D, Preston PR2 0ET
How we're doing
Tenant Satisfaction Measures
Our Tenant Satisfaction Measures (TSMs) help us understand what’s working well and where we need to do better.
The latest measures:
70.4% feel your home is safe 64.1% feel happy with the repairs service feel your home is well maintained feel kept informed 62.6% 66.4% feel listened to 51.3% are satisfied with how complaints are handled 28.3%
What we’re doing to make things better
We’re making progress, but we know there’s more to do. You’ve told us you want clearer communication, quicker action and to feel listened to. That’s what we’re focusing on:
• Giving clearer updates when you report an issue, in line with our Service Standards, so you know what will happen next
• Sorting issues more quickly and reducing delays
• Being clearer when things take longer and explaining why
• Focusing on the issues that matter most to you, including damp and mould
• Listening carefully to your feedback and acting on it
• Improving how we handle complaints, so problems are less likely to happen again
Service Standards
Our Service Standards set out what you can expect from us and help us provide a clearer and more consistent service.
You’ve told us you want quicker replies and clearer updates. Since October, we’ve resolved over 21,000 queries on the same day and 69% of queries have had a response within five working days.
If we can’t fix something straight away, you’ll hear from us within five working days. We’ll tell you what’s happening and what will happen next, so you don’t need to follow up. We’ll keep you updated on our progress.
An update from our Resident-Led Panel
Over
the last few months,
we’ve focused on how residents can have more influence over decisions that affect their homes and services.
We spoke with senior leaders about what residents want us to focus on over the next year. This included making it easier for residents to have more say over repairs, contractor performance and how damp and mould issues are handled. As a result, Peabody teams will share clearer regional plans and make local teams easier to contact.
We also worked with residents to agree a programme of service reviews for the year ahead.
We reviewed the findings from a resident engagement health check completed by 25 teams to understand how residents are involved in influencing services. We agreed five recommendations focused on improving how we listen to residents and turn feedback into action. Using these recommendations Peabody directors developed an action plan which we reviewed in November. The plan focuses on better training for colleagues, making resident engagement part of everyone’s role and improving communication about service improvements.
Our sub-groups continued work on complaints, communications, rent letters and homeownership.
This has led to clearer policies, better online information and easier-to-read letters.
Ingrid Smith Resident-Led Panel member
Join Peabody Voice.
Peabody Voice is a group of residents who share feedback and help influence decisions.
You choose the topics you’re interested in and how much time you want to give.
Listening to you and acting on what you tell us is how we improve services and neighbourhoods.
We’ve developed a new Resident Engagement Strategy to make it easier for you to get involved. It’s about helping more residents from different backgrounds and communities take part and showing clearly how your feedback leads to change. What this means for you
You’ll have more ways to share your views and help improve services. You can get involved through:
• Local groups and forums
• Online opportunities
• The Resident-Led Panel
• Regional forums
• Your local Tenants and Residents Association
We’re also making it easier to take part, with more online options, local events and practical support.
Our aim is simple: better conversations, better services and neighbourhoods where every resident feels heard.
The new strategy launches this spring.
Find out more about the strategy and how you can get involved
info.peabody.org.uk/involvement
An update from the North East London Regional Forum
Our North East London Regional Forum gives you a say on services in your local area. It’s a chance to raise issues, hear updates and help improve services.
At the November North East forum, residents met Tracy Packer, Managing Director for North East London, along with teams from Resident Engagement and Neighbourhoods. They discussed repairs updates, communal issues and the importance of clear, regular communication during the complaints process.
Residents are now trialling a Repairs sub-group to track issues and suggest improvements. The next forum will focus on My Peabody and how residents can suggest future improvements.
Want to get involved?
Join your local forum to have your say and help improve services in your area.
The next meeting will be on Wednesday 20 May, 6pm to 7pm at Hugh Cubitt Centre, Islington.
For more information or to get involved, visit info.peabody.org.uk/regional-forum
Meet your new Chairs
As a
resident, your views and
ideas are crucial to how we work together. Regional forums help you raise local issues and connect directly with us.
The North East Regional Forum has recently chosen a new Chair and Vice Chair, Jan and Danny, who will be familiar faces to many. As your resident leads for the forum, they will help the forum run smoothly and make sure your thoughts reach the right people.
Meet Jan: Chair
“I’m Jan Tucker, a Peabody resident on the Palmer Estate in Islington. I’m a former resident Board Member, a member of the local business forum and I’m currently the Ward Panel Chair in Islington, which means I help share residents’ views locally.
I have a great interest in residents and local people, so in my role as Chair of the North East Regional Forum I want to involve as many local Tenants and Residents Associations (TRAs) as possible, to make sure their experiences are heard.
Our main project with the forum this year is repairs. We’re trialling a repairs sub-group and members will share their findings as they go. We’d like representation on the forum from as many of the boroughs in north east London as possible and to attend local events where we can.”
Meet Danny: Vice Chair
“I’m Danny Clarke and I live on the King’s Cross Estate in Islington. My background is in IT and I’ve also been a longstanding union representative. I initially volunteered to join the scrutiny panel at Peabody in 2013 and I’ve been part of other residents’ panels over the years, including the Resident-Led Panel. The forum is important because it gives residents a voice. It brings together residents from different estates and neighbourhoods. It’s a good place to share information and hear from guest speakers. We want the North East London Regional Forum to give members the space and confidence to ask questions. Residents need to be listened to, taken seriously and to see what they say acted on.”
If you live in north east London, you’re welcome to join – you don’t need experience or a TRA membership. The forum meets four times a year at the Hugh Cubitt Centre in King’s Cross and is open to all residents who would like to come along.
Just bring your voice and your ideas.
Wellbeing in Waltham Forest
Finding the time and space to look after our wellbeing can be a challenge. That’s why local activities close to home can make such a difference.
In Waltham Forest, the Peabody Community Foundation has been working with local organisation Dao Lu to bring residents together through gentle movement, shared routines and a welcoming atmosphere.
Dao Lu was founded in 2013 by lead teachers Aileen and Aaron. For nearly five years, the Peabody Community Foundation has supported their sessions at Chingford Hall, helping to offer a range of free health and wellbeing classes, including yoga, Tai Chi, Dance for All and Zumba.
These sessions are designed to support both physical and mental health, but for many residents the sense of community is just as important. One participant shared how the classes helped people feel at ease:
“It’s not just about the exercise. We’re honest with each other. If we can’t do it, we can interrupt the class and have a laugh. It’s disability friendly and welcoming for everyone. It’s a chance to catch up socially as well as exercise. It gives me something to look forward to, to get out of bed, get dressed and meet people.”
For others, staying active is the main motivation, with friendships forming along the way. As another participant explained:
“In addition to socialising with all these nice people, what brings me here is to keep fit. After a certain age you start to feel a bit stiff. All these exercises – tai chi, yoga and dancing – really do help you keep fit and feel younger.”
To find out more or get involved
Visit daolu.co.uk/welcome2 or follow @daolu2021 on Instagram.
Support
if
you or
someone
you
know is experiencing domestic abuse
We recently supported a resident experiencing domestic abuse who needed to move quickly to feel safe.
Our teams worked together to find a new home as quickly as possible. Working closely with local services, including the police and the local authority, we made sure the right support was in place from the start. We also helped the resident access wellbeing and financial support to help them settle into their new home.
If you or someone you know is experiencing domestic abuse, you don’t have to deal with it alone. Support is available.
How we can support
Call us on 0300 123 3456
You can also request a callback at a time that feels safe
Pembury Community Centre, 1 Atkins Square, Dalston Lane, Lower Clapton, London E8 1FA
Find other Safe Places near you: safeplaces.org.uk
Award-winning sewing success
Kundakala has won a Mayor of London award at the 2025 Adult Learning Awards. The social enterprise helps women from ethnic minority and low-income backgrounds train as professional seamstresses.
Since 2022, the Peabody Community Foundation has supported Kundakala with funding and community spaces. They run workshops at Pembury Community Centre in Hackney, Holloway Park Green Skills Hub in Islington and Stamford Street Estate in Lambeth. Over time, the programme has grown from sewing workshops into a clear route to accredited qualifications. So far, 13 cohorts have completed Make and Mend programmes across London. Participants can now gain accredited qualifications through the programme. Those in Islington who continue to the next course on upcycling and reuse can achieve a Level 1 Certificate in Fashion and Textiles.
One of the most recent Islington cohorts celebrated with a graduation ceremony at Holloway Park. Three of the eight graduates were Peabody residents, including a mother-and-daughter duo. Graduates showcased their creations, from tote bags and purses to patterned outfits.
Beyanid shared: “I thought it was my time to learn,” after receiving an email about the course. Her projects included a pillowcase with her husband’s initials and a coin purse for her grandson. Karolina, who graduated alongside her daughter Paulina, is now considering starting a bag-making business. Each graduate received a certificate and their own sewing machine to continue sewing at home. The celebrations ended with cake baked by a former graduate and food prepared by tutor Maggie.
“Our trainees are women who have faced enormous challenges yet show extraordinary strength every day. They come to us seeking skills, confidence and community and they leave as trained seamstresses, ready to build brighter futures for themselves and their families. This recognition from the Mayor of London’s Awards recognises the importance of that journey and inspires our team to keep pushing for a fairer, more inclusive skills system for every Londoner.”
Poornima, founder of Kundakala on receiving the award.
Find out more kundakala.org/make-and-mend-programme
Looking for support for your community project or business?
Visit info.peabody.org.uk/jobs-and-skills
Did you enjoy this edition of Home?
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How to get in touch
Call us
0300 123 3456
Our phone lines are open Monday to Friday, 8am–6pm. You can also use this number outside these hours to report an emergency.
Facebook
You can reach us on Facebook – just search @PeabodyLDN
Visit our website peabody.org.uk/contact-us
Live Chat
Live Chat lets you get in touch online at a time that works for you, without waiting on the phone.
Tap the chat button on our website.
info.peabody.org.uk/survey-2026
My Peabody
Your online account is the easiest way to manage things about your home at a time that suits you.
You can use My Peabody to:
• Raise and track repairs
• Pay your rent
• Update your details
• Access key services and information
Sign up or log in: info.peabody.org.uk/online-account
