Lukman Ahmed has a simple way of checking how the £200m regeneration programme he oversees is transforming a formerly crime-ridden patch of east London.
Every morning when he parks his car up before going into work he takes a walk around the Haggerston West and Kingsland estates and he does the same every evening. "I meet a lot of people on a daily basis, and the atmosphere is very pleasant compared with how it was," he says. "This area had a serious image problem and we have spent years trying to establish a different image, bringing in a mix of residents and getting them involved."
Ahmed, neighbourhood operations manager for London and Quadrant housing association (L&Q), has lived and breathed the project since 2007. His first task was to convince residents, at the time pretty cynical about the chances of the area being improved, to support plans to transfer their homes from Hackney council to L&Q. Once their backing was secured, the big task of replacing some 480 ex-council homes with a new mixed development of affordable housing, shared ownership and privately-owned homes could begin. The first residents moved out while their homes were demolished came back to new homes on the estate last summer. Hundreds more properties will be delivered by the time the project ends in 2015.
"Our fundamental approach has been to engage residents fully in the development to create something that they are going to take ownership of, that they are involved with throughout the process and that they can see the benefits of," Ahmed says.
For Ahmed and his three colleagues on the project resident involvement goes down to the tiniest detail such as which trees and shrubs to plant and which fragrance they give off. In that way, he says, residents take pride in their neighbourhood and ensure it's well looked after. As he puts it: "Good design is important — a sensible practical design that allows the homes to be well managed and maintained — but residents taking ownership of the project is key."
For Grace Ayemoba, one of the clearest signs of the impact welfare reform is having on L&Q's tenants is in how the housing association's work distributing food vouchers has soared by 60% in a year. "Food vouchers can help to relieve problems for people in hardship," she says. "It doesn't clear the problem entirely. It's a short-term solution but it can give people a respite when they've got bills to pay or school uniform to buy." Ayemoba, who is a financial inclusion team leader, explains that tenants are often referred to her team after they fall into rent arrears. And, because of welfare changes, including the benefit cap and bedroom tax, those referrals are increasing. "There's a whole group of people we had never had contact with before because their housing benefit was paid direct who are now having to cover the shortfall in their benefits," she says. "People who have never had problems before are suddenly finding themselves in debt – and that can lead to a spiral with them getting depressed, not eating well, and feeling embarrassed and ashamed. That's when mental health issues can set in."
That's why L&Q is seeing an increase in the number of residents it is referring to the Samaritans. She cites one case where a man who hadn't eaten properly for three weeks was brought an emergency package from a foodbank by one of her team.
The team also works closely with other support agencies and funds the Citizens Advice Bureau to offer advice to residents struggling with money worries. Team members also offer their own face-to-face advice and telephone support. "People are often very angry at the impact these problems are having on their lives but we are able to listen and understand and see what we can do to make things better."
It's stressful work, but, Ayemoba explains, it has a pay-off both for residents and for staff.
"It's not very often that you are fortunate enough to work in a job where you see the direct results of your work in the way we do and that's something special."
A DIY course for tenants to learn how to tile a bathroom or fix a sink; training for youngsters in building a bike from scratch and street parties for neighbours to get to know each other. These are just some of the initiatives Sheryl Martin and her team have organised for L&Q residents across north and east London. Martin is a community investment manager heading up a team tasked with improving residents' prospects and making their communities stronger. The tight financial environment has raised some questions across the housing sector about the value of such 'non-core' activities.
But, says Martin, housing associations like L&Q have vital work to do supporting the communities in the places where they work.
"The reality is social housing has become residualised so our tenants are often the most deprived people in the most deprived neighbourhoods and it's our responsibility to look at how we can support our residents in different ways," she explains.
"If there are youth problems which mean that other residents don't feel safe, we are best placed to address those and we are best placed to address an issue like welfare reform where we want where possible to support our residents into work."
At any one time, Martin and her team are designing, then delivering and promoting a range of projects and meeting residents and local partners to discuss new ideas. "The great thing about the work is that there is so much scope to make it your own — you can go and make decisions, be really innovative and scope out different projects," she says.
Smaller scale local projects are funded through neighbourhood committees, while L&Q's community investment arm, the L&Q Foundation, spends £1.5m a year on larger projects to increase tenants' employability, help younger people, promote financial inclusion or strengthen communities. There's no doubt, according to Martin, of the difference projects can make to residents' lives.
"When you meet residents who have taken part in programmes it's very clear the impact they have had. I met a few guys recently who were it not for the Boost [employment] project wouldn't be working. It is great to help people realise their aspirations."
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