Estate Management Update

Dear Residents,

Please note that Sadia Akram is currently absent from work and is expected back on 16th October 2019; in the interim Richard Jame, an experienced property manager will be covering Chobham Manor in Sadia’s absence with support from Arafat Hussain, Graduate Property Manager.

  • Please note that L&Q have a dedicated Regional Manager, Natasha Pin and the permanent dedicated property manager is Sadia Akram for Chobham Manor site. There is also support from Graduate Property Manager, Arafat Hussain. Please see below the structure chart. Lisa Quested is the Caretaking Team Leader and Felix Anigbere is the Caretaker Supervisor who manages the following caretakers based at Chobham site: Nelson Twumasi, Tenika Mundle ,Andrew Greenway, Zwanni Sibanani, Latiff Azeez and Dennis Odedina.
  • We have a dedicated contact centre – LQ Direct. The Contact Centre is the first point of contact for residents and owners who are reporting day to day maintenance problems. Each Neighbourhood has a dedicated Team Leader/Deputy Team Leader who liaise with the Contractors, Surveyors and Partnering Managers who are responsible for monitoring and chasing late completion of works orders and overdue orders and resolving invoicing queries. In addition, we have admin support for the team and also three Customer Service Advisors who are responsible for raising works order requests received from the L&Q Website and via email from our Neighbourhood Service Officers, Surveyors and Contractors who are reporting follow-on works from emergency call outs and priority one repairs. Customer Service Advisors are responsible for answering all calls received, diagnosing and prioritising the repairs and making appropriate appointments with the contractors and residents. We aim to answer 80% of calls within 20 seconds with less than 5% abandonment rate. Customer Service Advisors endeavour to achieve full resolution of all calls to ensure that the matter is resolved at first point of contact.
  • We have a Chobham Manor Estate Office at 3 Peloton Avenue, E20 1HB. The office is accessible to residents Monday – Friday, 9am – 5pm where the caretakers and office staff are based.
  • We have a dedicated mailbox for Chobham Manor: ChobhamManor1@lqgroup.org.uk. We aim to respond to all email enquiries within 10 working days (please note our working hours are Monday – Friday, 9am – 5pm, emails sent on Friday may not be responded to until the next Monday). In the event of an emergency outside of these hours (from 5pm until 9am, Monday – Friday and weekends) please contact L&Q Direct on 0300 456 9996.
  • The mailbox is monitored daily but residents that wish to report a repair, make a payment or have any queries must contact LQ Direct on 0300 456 9996 so that this can be logged.
  • Unfortunately there can be emergencies and unexpected absences and all of the above remain in place should this occur but we can provide additional support and resources when and if required.

 

Please find listed below the current estate management team:

Chobham Manor Caretakers 
Lisa Quested – Caretaking Team Leader Chobham Manor LQuested@lqgroup.org.uk
Felix Anigbere – Supervisor Chobham Manor FAnigbere@lqgroup.org.uk
Nelson Twumasi Allen House, Ruckholt House, 5-7 Derny Avenue, Platamone House
Tenika Mundle Hewett House, Windsor House & Compton House
Andrew Greenway Nolan Mansions, Pinney House
Zwanni Sibanani Chobham Manor – Grounds
Latiff Azeez (Temp) Park View Mansions (All Cores)
Dennis Odedina (Temp) Hyett Court (All Cores), Peloton Avenue & Burnell House
L&Q Management & Neighbourhood Team 
Natasha Pin – Regional Manager Chobham Manor npin@lqgroup.org.uk
Sadia Akram – Property Manager Chobham Manor sakram@lqgroup.org.uk
Richard James – Interim Property Manager (Interim Property Manager ) RJames@lqgroup.org.uk
Arafat Hussain – Graduate Propertry Manager Chobham Manor AHussain3@lqgroup.org.uk 

 

Kind Regards

Your Estate Management Team