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 11. 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,
Sharon Goddard Managing Director | North West
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
Building confidence and a career through an apprenticeship
Jake, 23, is building confidence and experience in his plumbing career through an apprenticeship with Watkins, a Peabody and Mount Anvil supply chain contractor.
After three years studying plumbing at the College of North West London, Jake knew he wanted more hands-on experience.
“At college, we only had practical sessions once a week, so I didn’t build the confidence I hoped for. I wanted to be hands-on five days a week. Being able to learn and practice regularly is what helps me feel more capable, comfortable and confident in the trade.”
Jake first heard about the opportunity through his college, where Peabody was advertising the apprenticeship. His advisor referred him and passed his CV on to Watkins.
“The rest is history. I can’t thank everyone involved enough for helping me access this opportunity.”
Now over a year into his apprenticeship, Jake is gaining valuable on-the-job experience. “What I enjoy most is gaining real knowledge and understanding
of how plumbing works and learning from others who have experience in the trade.
An apprenticeship is extremely valuable. You learn so much more working alongside skilled people and by pushing yourself.”
If you’re looking for support finding work, we may be able to help.
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. Explore current opportunities on our website info.peabody.org.uk/career-in-housing
Peabody Jobs Fair 2026
If you’re looking for a new role or opportunity, come along to our jobs fair. Meet employers, explore live job opportunities and get practical career support.
Tuesday 24 March 10am to 3pm
Kensington Conference and Event Centre, Hornton Street, London W8 7NX
Sign up online info.peabody.org.uk/jobsfair2026 or come along on the day. It's free to attend.
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 West London Regional Forum
Our North West London Regional Forum gives you a say on services in your local area. It’s your chance to share your experiences, hear updates and help make improvements in your community.
At the December meeting, residents talked with local teams and Sharon Goddard, Managing Director, North West London, about neighbourhood management, community safety, estate services and gardening. Residents raised concerns about estate maintenance and opportunities for young people, which we’re now looking into.
Residents reviewed progress on the regional action plan, which sets out the key improvements we’re working on in the area, based on resident feedback. This included the launch of a Repairs Hub in Kensington, where repairs colleagues will work with residents to improve the repairs service.
Residents also gave feedback on a new local newsletter and asked for easier ways to contact neighbourhood managers. We’re making improvements based on what you told us.
Want to get involved?
Join your local forum, attend meetings and help improve services in your area. The next meeting will be in June.
For more information or to get involved, visit info.peabody.org.uk/regional-forum
A greener Grosvenor Estate
Thanks to the generosity of local business owner Dimitry from the Brown Hart Garden Restaurant, the Grosvenor Estate is looking greener and brighter than ever. Dimitry kindly donated 350 plants and several large planter boxes to Peabody and local residents.
The donation included a mix of plants, giving everyone plenty of choice. To mark the occasion, we held a Sunday coffee morning, where residents were invited to pick a few plants each to take home. Whether residents wanted to brighten their living room, balcony, patio or garden, there was something for everyone. It was a simple idea that brought a lot of joy and a splash of green into people’s homes.
Around 150 of the donated plants will be used to brighten our homes in Mayfair. The rest will be shared across our homes in north west London, so as many residents as possible can enjoy them.
The large planter boxes will be used on the Grosvenor Estate to help transform Stalbridge courtyard. Our Estate Services team is working to turn this space into a welcoming area where residents can relax, meet neighbours and enjoy the outdoors, as the warmer weather arrives.
A big thank you to Dimitry for his generous support and to our Estate Services team for helping bring this project to life.
Sean’s journey with JE Delve
We’ve worked with JE Delve for over seven years, supporting young people in Ealing to learn new skills, build confidence and connect with others. JE Delve is a grassroots youth charity founded by Jamal Edwards MBE.
Sean first joined the JE Delve youth centre at Friary Park when he was 13. Quiet and kind, he found the centre to be a safe space where he felt supported and able to be himself. As he grew older, Sean faced some challenges, but the youth team worked closely with his family, social workers and the police to support him.
Through JE Delve, Sean discovered an interest in creative projects, particularly photography and filmmaking. He regularly volunteered, took part in activities and built positive relationships with young people and older residents.
Now 20, Sean has completed the Snow Camp Excel programme and is exploring an apprenticeship with The Snow Camp.
Get involved
JE Delve runs weekly music and media sessions for young people aged 18 to 21 at Leamington Park. They also run youth clubs at Friary Park and Acton Vale, with games, filmmaking and photography.
The Unity Centre in Brent
There’s lots happening at the Unity Centre. Take a look at the packed timetable, with activities for all ages, including:
• Advice and support for the Somali community from the Red Sea Community Programme
• Pilates, yoga, gym sessions and exercise classes
• Sewing group
• After school tutoring in maths, English and science
• Youth club
Many activities are low cost or free.
Pop in to pick up a timetable or get in touch. info.peabody.org.uk/the-unity-centre
“The Unity Centre has friendly, welcoming and helpful staff who always look out for our wellbeing. It’s a place that has given us a real sense of community, where we’ve made many friends and have lots of choice when it comes to
activities.”
Miss Joy, regular visitor of the Unity Centre
Hire the centre
The centre offers a range of space for hire including a large main hall and fitness studio, ideal for events, celebrations and activities.
Facilities include:
• Wi-Fi
• Accessible toilets
• On-street parking
• Fully equipped kitchen
• Multi-purpose spaces
The centre is available for bookings:
• Monday to Friday, 9am to 9pm
• Friday and Saturday, 9am to 11pm
• Sunday, 9am to 9pm
Pop in, give us a call or get in touch to check availability, arrange a visit or pick up a timetable.
103 Church Road, Brent, NW10 9EG
UnityCentre@peabody.org.uk
020 8955 1780
You can speak to the team at the centre Monday to Friday, 9am to 5pm.
Drop in at the Westminster Wellbeing Hub
The Westminster Wellbeing Hub welcomed residents for the first time in January, with 27 people dropping by at the first session.
It was great to see so many friendly faces and spend time chatting with residents in person. We handed out around 20 winter warmer packs, helping residents stay cosy during the colder months.
The feedback was really positive, with many saying they felt supported and listened to.
Visit the hub
Third Monday of every month, 12.30pm to 2.30pm Tachbrook Social Club, Aylesford Street, London SW1V 3RL
We hope to see you at the next session.
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.
You can use a Safe Space at: The Unity Centre, 103 Church Road, London NW10 9EG Support
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. Visit our website: info.peabody.org.uk/domestic-abuse-support
Did you enjoy this edition of Home?
Help improve how we communicate with you
We share news and updates in lots of ways, including this magazine, our website, emails, social media, letters and text messages. This can include updates on work in your community, information about support available and invitations to upcoming events.
Your views on how we share news and updates will help us share information you want, where you want it.
What do you think?
• Are our communications easy to understand?
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This magazine, and all our communications, are for you. Your views will help shape future editions of Home and other updates.
You’ll need around ten minutes to give us your views.
Share your feedback by Monday 4 May for a chance to win a £50 Amazon voucher.
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
