Responsibilities for Residents in Harford House

Harford House, located at 35 Tavistock Crescent in West London, is a block of 104 flats managed by the Tavistock Housing Co-operative, a resident-led Tenant Management Organisation (TMO). This setup empowers tenants and leaseholders to take an active role in overseeing daily operations through a democratically elected management committee. Responsibilities are shared between the Tavistock Co-operative (The Co-op) and Westminster City Council (WCC) housing service, allowing for localised, responsive services while ensuring compliance with broader council standards. This partnership means the Co-op handles most frontline tasks, like routine repairs and community upkeep, while WCC manages larger projects, legal actions, and financial matters. Residents are encouraged to join the Co-op to vote on issues affecting their homes, fostering a vibrant and secure living environment.

For a full set of resident and WCC responsibilities, additional information is available below.

Tenant repair responsibilities

Leaseholder responsibilities

Below is a list of key reponsibilies managed between the co-op and WCC. For further resident information, please contact the office here.

Repairs

Understanding who to contact for repairs ensures your home stays comfortable.

  • Report in-flat or communal repairs directly to the Co-op.

  • Co-op handles: carpentry, plumbing, electrical repairs inside properties; window repairs; door entry system maintenance.

  • WCC handles: substantial repairs and replacements (e.g., new bathrooms, kitchens, structural works); communal heating and hot water system.

  • For out-of-hours emergencies, contact WCC on 0800 358 3783.

  • WCC installs and maintains additional equipment (e.g., grab rails) following an Occupational Therapist assessment.

Estate Services

  • Co-op handles all estate services, including cleaning and gardening in communal areas.

Planned Preventative Maintenance

  • WCC handles regular safety checks, such as in-flat and communal electrics, and emergency lighting.

Rent and Service Charges

  • WCC collects garage rents and service charges.

  • WCC supports residents in arrears.

Major Works and Fire Risk Assessments

  • WCC handles major works (large-scale external building work, e.g., roof or window replacements) and fire risk assessments.

Empty Homes

  • When a WCC tenant moves out, WCC completes required works, manages the letting process, and signs up new tenants.

Housing Management

  • Co-op handles most issues, including tenancy breaches (e.g., nuisance or anti-social behaviour) and updating household information.

  • WCC handles legal action for breaches if needed.

  • WCC manages detailed tenancy matters (e.g., assignments, transfers, successions).

  • For vulnerabilities, WCC conducts Household Support Reviews and refers to extra help or services.

Complaints and Compliments

Click below for a dedicated page on the complaints process.