Rent statement update

We’re no longer sending automatic rent statements in the post – reducing waste and allowing us to invest better homes and communities.

To see a fully up to date rent statement at any time, register for an online account here. Our online account is mobile and tablet friendly so you can check your rent balance on the go.

Everyone who registers for an online account by 16 December will be in with a chance of winning £100 Love2shop high street vouchers - so don't miss out!

If you already have an online account, you just need to use it once between now and 16 December to be in with a chance of winning. This could include checking your rent balance, reporting a repair or any of the other functions available through the online account. 

If you can’t access your online account, you can call 0208 915 2000 to check your balance or request a printed statement.

Want to keep up with the latest news from SHP? Follow us on Twitter and Facebook.

Listening to residents - Scrutiny Bootcamp

Residents’ third Scrutiny Boot Camp took place on Saturday 29 September - held in partnership between Sutton Federation of Tenant and Resident Associations (SFTRA) and SHP.

Listening to you and acting differently is one of our key SHP New Deal commitments. Scrutiny Boot Camps are an open forum where you can tell us what’s working, what’s not and what we can do better.

At this boot camp we discussed plans for our Community Hubs, improvement to our repairs service and housing for older people. The table below shows just a few of the things we’ll be doing differently based on your feedback.

Want to attend the next Scrutiny Boot Camp on Saturday 24 November? Contact or call 0208 915 2000 for more information.

Table of actions
You said... We did...
You want more information about SHP’s new way of working, Housing Managers and Community Hubs. We sent every resident a letter introducing their Housing Manager, our Community Hubs and their drop-in sessions. We also included details of our Community Hubs in the autumn edition of Homefront.
You want Mears to tell you when they’re coming to carry out repairs, and what they’re doing. You receive a text message from Mears reminding you they are coming and who the operative is. We are looking at how we can improve the text messaging service. Please keep your contact details up to date so we can provide you with regular updates on your repairs.
You want a record of your conversations with our surveyors. If you have an SHP surveyor visit you in your home from 1 November we will leave you with a copy of the visit for your records.
You want to know what we’re doing to improve our response to anti social behaviour. We have drafted a new ASB policy and shared it with residents for review. Changes include using more targeted mobile CCTV surveillance at hotspots affected by fly tipping,so we can prosecute offenders.
Communal repairs weren’t being managed properly. We’ve introduced a dedicated communal repairs team, including a communal repairs surveyor. This will improve communication and transparency about how and when large communal repairs are done.

Our new way of working

There are now three SHP Community Hubs around the borough!

The hubs have private spaces for you to meet with your Housing Manager, computers for you to access our services online and community events and workshops from SHP and partners like the police, local NHS services and Age UK. Click here to find out what's happening near you. 

You can visit one of our weekly drop-in sessions to speak to a member of our team face to face. You can also make an appointment to meet your Housing Manager, Surveyor or Estate Manager at one of our hubs, or for them to visit you at home. 

Our hubs and their drop-in hours are:

Table of hub opening hours




Seven Acres, off Fellowes Road, Carshalton, SM5 2SZ

11am to 4pm every Wednesday

Housing Manager: Jason Simpson

Clockhouse Information Centre, Coulsdon, CR5 2PD

10am-12pm and 2pm-4pm every Thursday

Housing Manager: Sarah Holland-Baker

Thomas Wall Close, Sutton, SM1 1SP

10am-12pm and 2pm-4pm every Monday

Housing Manager: Sally-Anne Yeats


Have you got an idea about what you’d like to see at our hubs? Let us know by emailing

Meet a Housing Manager

“I’m Sarah Holland-Baker, Housing Manager for Carshalton South and Clockhouse. I’m one of 14 Housing Managers at SHP.

“Our new patches and Community Hubs mean Housing Managers spend less time in the office and more time getting to know communities. It means we come to you and can solve problems more quickly.

“My job includes helping people stay on top of rent, tackling anti-social behaviour and helping people stay in their homes. I look for ways to improve the estate, taking part in events like Community Walkabouts and estate inspections.

“The best thing about my job is spending time with our residents and making a difference to someone’s quality of life.”

Find out who your Housing Manager is and how to contact them here

Don't forget - the quickest and easiest way to manage your tenancy or contact SHP is via this website! 

You can report issues including anti-social behaviour, pay bills or check your rent balance and request services 24/7 through your online account - just register here

Every resident who registers for an online account by 16th December will be in with a chance of winning £100 of Love2shop vouchers - so don’t miss out!

Want to keep up with the latest news from SHP? Follow us on Twitter and Facebook.

Scrutiny Boot Camp - Saturday 29th September

Our next Scrutiny Boot Camp is on Saturday 29th September. We want you to come and give us the facts. 

Held in partnership with the Sutton Federation of Tenant and Resident Associations (SFTRA), quarterly Scrutiny Boot Camps are your chance to tell us what's working, what's not and what we can do better.

The boot camp is being held at the Civic Offices, St Nicholas Way, Sutton from 10am - 2:30pm. Refreshments will be provided and transport can be arranged if necessary. All SHP residents - tenants and leaseholders - are welcome

Let us know if you're coming to this open forum here.

Boot camps are attended by residents, senior SHP management and representatives of Sutton Council. We cover issues including:

  • Repairs
  • Anti-social behaviour
  • Out of hours services for residents
  • Fly tipping 
  • Communal area maintenance 
  • Housing for older people
  • Our community hubs
  • And more! 

We want your views on our new anti-social behaviour policy

We're rethinking the way we tackle anti-social behaviour in your community - and we want your views on how this should be done.

We are looking for residents to review our new anti-social behaviour policy and join our anti-social behaviour focus group. The new policy is designed to promote communities where you and your neighbours get along, respect each other and feel safe in your homes.

We'd like your views on how this can be achieved, and what part you can play in making your community a better place to live. 

You can review the draft policy at the link below. Please send your feedback or express your interest in joining a focus group to by Friday 21st September.

Draft anti-social behaviour policy September 2018 [pdf] 139KB

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