In June 2005, Newham Council awarded Regenter, the housing-led regeneration specialist and joint venture between John Laing and Pinnacle Group, a 30 year Private Finance Initiative (PFI) contract to provide the management and refurbishment of 1,237 homes in Canning Town, East London.
Pinnacle PSG is responsible for housing management, estate services and customer services for the full 30 year contract duration. Rydon carries out initial refurbishment on properties and is also responsible for on-going lifecycle, planned and responsive maintenance.
We have one tower block in the estate that consists of 42 one and two bedroom flats on 11 floors. This was refurbished in 2007 with each property having new bathrooms, kitchens and gas central heating fitted. Improvements have continued with the roof being renewed, the stone work jet-washed, communal areas painted, emergency lighting installed and new CCTV cameras put in. For the remainder of the contract, we are providing property repairs and refurbishment on the estate.
Decent Homes Programme
One of the aims of the Canning Town PFI was to bring the properties up to the decent homes standard – a target to raise the standard of 95% to all council and registered social landlord housing in England. Enormous progress was made and Newham Council announced the completion of the decent homes programme for Canning Town three months ahead of schedule.
- Tenant management
- Rent arrears recovery
- Service charge
- Resident participation
- Community development
- Void property management
- ASB enforcement
- Responsive repairs
- Asset management
- 24/7 helpdesk
- Concierge services are provided 7 days per week, from 8.00am to 11.30pm
- Bulk refuse
- Graffiti removal
- Communal area cleaning
- Window cleaning
- Void property clearance and cleaning
- Specialist and deep cleaning
- Rent collection for 2013/14 was 99.41% (London Borough of Newham for 2013/14 was 95.46%)
- Highlight from the 2014 Customer Satisfaction Survey:
- Overall customer satisfaction was 82%, compared to 77% for the London Borough of Newham
- 85% said that the overall repairs service was very/fairly good. This is the highest satisfaction throughout the Borough
- 70% of respondents were happy with the estate services, compared to 63% for the London Borough of Newham.
Pinnacle PSG places a high value on people. Our customers, residents in the local community and staff are important to us and we always like to hear what they have to say.
Involving residents is key to our success including working closely with the locally-elected Canning Town Residents Panel. They meet monthly to discuss issues affecting the estate and give us a regular briefing with which we design service improvements.
A number of the Panel have also received specialist training which enables them to carry out work inspections. This is important in engendering trust in what we do, since residents can check we are delivering what we have promised. Their involvement has helped maintain the high standard of cleaning our customers rightly expect.
The Canning Town staff have made an enormous effort to give us the service we want but they’ve also listened when we told them something wasn’t working. Member of the Residents Panel