UPDATED: Octavia HA leave pensioner 25 days without heating after 10 'no shows' by heating engineers

 Bannister House - what's behind the gloss?

UPDATE: SINCE PUBLICATION TWO COUNCILLORS HAVE BEEN IN CONTACT OFFERING HELP.

 

A pensioner with cancer has been left for 25 days in a new build South Kilburn flat with only a portable electric fire for heating. Octavia Housing Association has promised repair but  made 10 appointments and failed to turn up to any of them. I understand that the required repair is replacement of two thermostats,

John H, the pensioner concerned had been transferred to the housing association, at higher rent, as part of the relocations taking place as a consequence of the South Kilburn Regeneration.  When he turned to Brent Council for assistance they washed their hands of him: it was the housing association's problem.  An appeal to the South Kilburn Tenants' Steering Group was similarly fruitless.

 On December 8th John H emailed me;

 Briefly, I have rung about 30 times, contacted both Octavia and Abli, SureServe the heating contractors & tthe Management Agent for Bannister House, 

On Wednesday I rang Octavia again only to learn they were closed as they were holding their Xmas party.

Last Monday I received a phone call from SureServe Serve an engineer would visit my home sometime during the day but no one came.

On Monday afternoon I tried an officer, who managed to arrange an appointment for me on Tuesday between 8am and 12pm but again no one came.

Another apptointment was made for  me yesterday morning but no one showed up.

I am losing track but I think they have made 6 appointments so far but no one has attended any of them.

For good measure, I asked some questions at last Wednesdays Tenant Steering Group Zoom meeting  to the South Kilburn Regeneration Team leader who told me they could not help me, as I was no longer a Brent council tenant and it was up to Octavia to fix the issue. 

 

From Octavia's Tenants' website

In a catch up John told Wembley Matters : 

I made my first contact with Octavia on the 24th November who made 10 appointments for me with their heating contractor SureServe but they failed to attend any of them with the latest one being today the 19th December 2025.

I also contacted the Management Agent for Bannister House who informed me that they were only responsible for communal repairs.

I am still waiting to have my heating restored. I have have been waiting for more than 3 weeks to get the repair carried out.

If I had known that it would take this long to carry out an emergency repair, I might have asked for alternative accommodation but I suppose now I will just have to wait until the repair is carried out.

I submitted a complaint to Octavia, as on their website it says all emergency repairs will be completed within 24 hours but they have not replied to me yet, even though they are well past the time they are supposed to reply.

 

I wish I was a Brent council tenant again.

 The last statement is poignant after all the hope and public relations put into the regeneration  with around 6 different developers and housing associations involved.

I understand there is also a heating problem at Swift House, managed by L&Q, that has existed since March and I have covered the long delay in Brent Council repairing a faulty door in one of its own blocks despite the finding of the Social Housing Regulator   See: https://wembleymatters.blogspot.com/2025/12/failings-in-brent-councils-social.html

The Brent Council's Action Plan in response to the findings of the Regulator has yet to be published and is significantly behind schedule. 

Where do residents turn to for decent housing? Not to up-market build to rent Quintain it appears from the Evening Standard's story abour soaring charges and evictions:  

https://www.standard.co.uk/homesandproperty/renting/quintain-living-tenants-evictions-rent-hikes-bills-wembley-build-to-rent-b1259844.html

L&Q had problems with unsafe balconies on its properties and currently balconies are being inspected in the first Quintain Properties at Quadrant Court and  Forum House.

After the seious fire in Octavia's Wembley Central  property. Petworth Court,  the  Housing Regulator found it had  over 1,200 outstanding fire remediation actions, and mitigation failings. LINK

 

Let's face it, despite all the hype about numbers, and the glossy PR, it is the quality of the new housing itself and its management, including repairs, that are undermining the confidence of tenants and leaseholders.

New plans for hotel opposite the Wembley Stadum Olympic Steps and beside the Brent Civic Centre

 

In the summer I got wind of plans to build a hotel on the Samovar Space adjacent to Brent Council's Civic Centre. I asked Quintain what was planned and they responded with a statement published here in August 2025 LINK.

 

Cherries in blossom outside the side entrance to Brent Civic Centre (Photo: Wembley Park)

The Samovar shell had been removed without any notice and was later found in a corner of Union Park.  Locals, shoppers and fans, will be familiar with the orange benches and cherry trees presently occupying the open space (above) and the markets held opposite the Civic Centre and Sainsbury. Quintain said that this space was always meant to be temporary.

Revised plans to go to Brent Council in February or March 2026 lower the proposed building slightly and is less dense that originally proposed. It could be either office space or a hotel. As Brent Council has had little success in letting its own surplus office space a hotel sounds more likely.

The 'public' space (owned by Quintain), renamed Samovar Square, will be smaller than at present and images indicate that the Civic Centre will be hidden from some perspectives. Residents of the nearby Landsby East building may fear they will be overlooked by hotel bedrooms. The pedestrian route will lose some of its current unique quality.

Quintain have put up an A5 notice on the site with a link to their plans but clearly the proposals need wider publicity and I hope this post will help. 

Quintain announcement on their wesbitesite LINK where a presentation can be found.

• Date of planning submission February/March 2026.

• Planning determination will take around 3 - 4 months and if approved construction will not commence until end of 2026 at the earliest.

• Construction likely to take 2 - 3 years.

• If you wish to make any comments or have any questions on these proposals, please

send them to :

Development@wembleypark.com

 

Here are some extracts from the presentation:

You will need to look carefully but on the above the thin blue dotted line shows the original proposal for height and density. The grey is the current proposal.

 

New plans for

The Civic Centre disappears when approaching along Olympic Way from Wembley Park station

 

The smaller area covered by Samovar Square can be seen from above illustration and that below

 

 The current space with Engineer's Way at the top and market  stalls at the bottom.

 

 

There will be some tree removal and some retention and relocation of trees

 

 In an attempt at reassurance over the loss of the larger space Quintain puts forward three examples of how the smaller space could be used.

 

In the proposal, what was the 'every day' route to Sainsbury's and the Civic Centre is re-routed via the front of the hotel. Other routes go across Samovar Square which raises questions about congestion when events take place in the square.
 

Quintain statement on the future of Samovar Space at the foot of the Stadium Steps - hotel or offices planned plus creation of two new public spaces

 

 The current layout - the removed Soundshell in the foreground

 

Quintain have replied this afternoon to my request for information regarding the future of the Samovar Space at the foot of the Wembley Stadium steps. Apparently my earier communication to them went astray.

 

Over the last couple of weeks we have been in contact with Brent Councillors, Planning team, Landsby Residents and our Resident's Team at Quintain Living relating to Plot NW04 and the existing meanwhile uses of Market Square and Samovar Space clarifying the following:

 

To the Landsby Resident's Team:

Together with Brent Council we have a vision for the transformation of Wembley Park that will be delivered in phases. The later plots to be developed have been enlivened in the interim as 'meanwhile uses' with Brent Council's full support. The Samovar Space is a brilliant example of this. Designed with input from local young people and enjoyed by many. 

 

The removal of the soundshell does not signify the closure of any part of Market Square or Samovar Space that will remain for at least the next 12 months. The Soundshell was moved to due to the need to undergo significant repairs and to allow space for upcoming Coldplay concert activations.

 

The 'NW04' site next to Landsby was granted outline planning approval in 2011 and was revised in 2018, and has formed one of our meanwhile plots for development later in the masterplan. 

 

To Brent Council:

 

Samovar Space and Market Square form part of plot NW04 in the Wembley Masterplan.  They are both meantime (temporary) uses of the plot until the building development is brought forward.  Market Square and “Wembley Splay” were primarily built to facilitate a more direct pedestrian connection between Olympic Way and Wembley Park Boulevard around the old Pedway.  Samovar Space was part of a project co-curated with young people in Brent.

 

NW04 has outline planning approval for either a Hotel or Office use and the form and position of the building on the site were approved in 2018*.

 

Designs are currently being prepared by Quintain for a Hotel on the site and it is intended that the Reserved Matters Application (RMA) will be submitted in early 2026.  Engagement with residents and other stakeholders will take place as part of the process before the application is submitted.

 

Recent “construction” activity on site has been related to the various site surveys – topographical, ground investigation etc – that are necessary to inform the design.

 

There have also been quite a few event activities on the site, sometimes related to the various concerts and other events happening in the stadium this summer.

 

It is important to note that The Soundshell, which formed an integral part of Samovar Space, was removed due to the need to undergo significant repairs and to allow space for the upcoming Coldplay concert activations. The removal of the soundshell does not signify the closure of any part of Market Square or Samovar Space which will remain for at least the next calendar year.

 

The approved parameter plans for the NW04 site allow for the creation of two new public spaces.  A combined space that fulfils the functions of Market Square and Samovar Space is created – effectively rotating the space through 90 degrees to sit along the Engineers Way frontage, linking Olympic Way to the Civic Centre and Wembley Park Boulevard.  A second space is created as a “pocket space” that will sit as a terraced area roughly where Wembley Splay is located at present.

 

The Cherry Trees in the southern part of Market Square will be retained and reconfigured as part of the design.  The various elements within Samovar Space were designed to be relocated and we will be reusing the structures where possible or donating them to local community groups, charities etc where this isn't feasible?

 

The overall construction process will be described in the construction method statement.  There will be further liaison over the construction arrangements as has been the case for all of the plots constructed at Wembley Park.

*Planning reference 2018/0968 LINK

Former Palace of Arts and Industry, Engineers Way, Wembley, HA9
Proposal	Minor Material Amendment to vary Condition 4 (Approved Drawings) of planning permission reference 14/3054 (dated 21 October 2014) for an outline application for the demolition of existing buildings and redevelopment of the site to provide up to 160,000sqm of mixed use floorspace. (See previous application record for full description of development). The minor material changes sought are to create a new south facing public square fronting Engineers Way, to increase the height of the previously approved main building from 88.5m to 100m AOD, the reduction of the length of the previously approved block plan, changes to the massing of the previously approved building form, the creation of a collonaded single storey pavillion building along Olympic Way, increased basement level, and the provision of pedestrian and public realm improvements, and a bridge link to Brent Civic Centre.
Status	Approved.

 Images from that application:

 

The alternatives from an early PowerPoint presentation:

 

 

Wembley Park residents encounter wall of silence over plans for the Samovar Space following sound shell removal and surveyor activity

 

Wembley Park visitors and residents of Wembley Park will be familiar with the Samovar Open Space with its concert shell and play area at the foor of the stadium steps. This is what Brent Council wrote about it:

Seen & Heard and the Apprenticeship gave young people aged 16-24 a voice in the design and management of their local public spaces at Wembley Park.The outcome includes Samovar Space, a purpose-built area at the foot of the Olympic Steps and Wembley Stadium, designed for and by young people as part of the Apprenticeship in City Design.

Samovar Space is an inclusive space designed for and by young. The aim was to design a place to ‘just be’. It features dining, shelter and collaborative areas, including a purpose-built platform that will play host to events for young people throughout the year.

The engagement with young people sustained over four years and sees young adults aged 16-24, who are often overlooked by conventional development and planning, working with architects and developers to co-create spaces and places that are welcoming for them. 

 This is the space now following removal of the concert shell;

 

Now Wembley Park residents are protesting that they have neither been seen nor heard over potential redevelopment of the site butare suspicious after seeing surveying work in progress:

It seems as though Quintain have decided that they are going to exercise their old planning permission for the NW04 site right next to Wembley Library, which will result in the destruction of the Market Square and Samovar Space community spaces.

The sound shell bandstand was removed from the Samovar Space, ironically during the night after Wembley Park’s recent Coldplay community event, held in the sound shell. Wembley Park and Quintain celebrated the event and the community space on social media that evening, though didn’t mention in those posts that right after the event they were dismantling the sound shell.

They aren’t being open with the local community or with existing or new renters in their Landsby East building (which is directly next to the construction) as to what their plans are, or that a major construction site will be appearing next door.

The planning permission was granted many years ago, before there was anything in the area, but now there is a significant local population with large residential buildings all-around, plus the space between Wembley Library and Olympic Way has become a vibrant and much used community space that is also useful for Wembley Stadium events (the old Silver Car Park space is often used for merch areas or fan zones).

It sounds as though they are planning to construct a mixed-use office or hotel in the space, with a small and uninspiring paved square as a concession to Brent Council. This in no way replaces the trees in Market Square or the multifunctional space that exists currently.

It’s hugely disappointing that local residents are a) not being given any sort of consultation opportunity and b) Quintain are not being transparent and pro-active about informing the community of what is going on.

 A resident spotted the sound shell dumped in the nearby Union Park:

 The public space was the result of Brent Council reaching an agreement with Quintain not to build on NW04 in order to provide a public space beside the Civic Centre. This was part  of the £17.8m CIL money that Brent Council paid Quintain for Olympic Way improvements, including the demolition of the pedway and installation of the stadium steps.

 

 The NW04 site in context

Extract from Cabinet Report 24th July 2017:

Cabinet approve a contribution of up to £17.8 million towards the delivery of the Olympic Way Zones B and C.

2.2 That such a contribution would be contingent on Quintain:

a) Not pursuing development of site NW04 adjacent to the Civic Centre to the extent currently permitted in the parameters plans associated with outline planning permission 10/3032

b) Working with the Council to deliver a development that better complements the role and setting of the Civic Centre, in particular creating a significant new square outside the Civic Centre Library

c) Agreeing a business plan and heads of terms, between Quintain and the council, for the future sharing and reinvestment of net income generated through assets on Olympic Way.

 Apart from the Samovar Open Space, trees and the orange seating area the space outside the Civic Centre has also been used for market stalls:

 Interestingly what appeared to be future plans for the space appeared on the website of Flanagan Lawrence, leading Wembley Park architects,   https://www.flanaganlawrence.com/nw04   but the page was taken down, perhaps as a result of residents asking questions.

I am still waiting for answers to my enquiries of a week ago about future use of the site from Quintain and Brent Planning and have tried again today. Residents also report a wall of silence:

Several residents have shared that they've since also reached-out to Brent Council (the two Wembley Park Councillors and also Cllr. Butt) and have equally had radio silence. One said they asked Wembley Park's event manager, who also evaded answering the question. 

 

Another said they had reached-out to Quintain Living's head of operations for clarity seeing as they had just signed a 12 month contract in the Landsby East building and no-one mentioned anything about future construction work, again, radio silence.

 

It seems as though they are trying to do 'something' with the site, but for whatever reason do not want the community to know any details...

 

 

 

 

BREAKING: MLM Property Management to take over management of 'several' Quintain blocks from FirstPort including Emerald Gardens

 In 2015 First Port announced  with a fanfare that they had been appointed by Quintain to manage the Emerald Gardens scheme in Wembley Park. FirstPort wins Quintain’s Emerald Gardens regeneration project

Nearly 10 years on they are handing Emerald Gardens over to MLM Property Management.

CHANGE OF MANAGEMENT – Emerald Gardens, North West Village, Wembley, London, HA9 0FT

As you may be aware, FirstPort will sadly no longer be managing Emerald Gardens from 19 August 2025. We are deeply disappointed to lose you as a customer and we will ensure the handover of information is as seamless as possible so that there is minimum disruption to you and your fellow residents.

Your new managing agent is MLM - Michael Laurie Magar and they will take over all management responsibilities on 19 August 2025.

The balance owed on your account at 18 August 2025 will be removed from our system and transferred over to MLM - Michael Laurie Magar - this will include any credits accrued on the account. All funds owed at that point will need to be paid to your new agent and not FirstPort. If you pay for your charges by Direct Debit, this will be cancelled on our system.

On behalf of FirstPort, I would like to wish you all the best in the future with your new managing agent, and If you have any questions or need assistance, please visit our Contact Us page at https://www.firstport.co.uk/contact-firstport/.

MLM confirmed to Wembley Matters they are taking over the management of several of Quintain's Wembley Park blocks in addition to Emerald Gardens but full details will only be revealed when a press release in agreed with Quintain.

 Much has happened regarding FirstPort since 2015.. In 2018 here were complaints from residents in other blocks in Wembley Park about steep rises in service charges  Forum and Quadrant residents face huge service charge increases  that FirstPort tried to justify  First Port attempt to justify leap in service charges at Quadrant Court, Wembley Park

Barry Gardiner MP for Brent West brought up the conduct of several managing agents, including FirstPort in the Westminster Hall Leaseholders and Managing Agents debate on the 28th February 2023 LINK 

 Gardiner said about FirstPort:

 FirstPort’s response to those and the more than 500 more complaints like them that I have received is to make no response and ignore things for as long as possible—for months and years, not days and weeks. There is a lack of accountability and transparency over what the residents are charged for and whether the costs are reasonably incurred and reasonable in amount. There is a total failure to provide leaseholders with a breakdown of service charges. Many of my constituents can wait more than 20 months for accounts to be finalised.

Even when FirstPort admits that refunds are owed to the leaseholder because of double counting, overcharging or charging for services not provided, the requests for the return of the overpayments are often ignored, or the returns can take many months to be made. FirstPort also charged multiple administration penalty charges of £60 each when someone queried the costs. One resident ended up being billed for more than £400 of admin charges and was then browbeaten into paying because of the threat of legal action.

In 2019, Nigel Howell, the then chief executive, conceded to me that it was unlawful for his company to impose late penalty fees on leaseholders who had disputed their charges—but not all leaseholders have been refunded. Nigel Howell also confirmed to me that his company had charged costs for areas not under FirstPort’s management and promised that a 20% refund would be given in the following year’s accounts. Strangely, Nigel Howell was removed from his post as chief executive.

After years of suffering, one brave, resilient resident finally took FirstPort to the tribunal. FirstPort sought to rely in its defence on two factors: it tried to rely on the payments made by leaseholders—in other words, by paying up they had intimated consent; and, especially ironic given the FirstPort practice of delay, it tried to rely on the length of time the leaseholder had taken in bringing the challenge to the tribunal.

On Friday 13 January, the last working day before the hearing, I received the following email in my office from my constituent at 5 pm:

“They are settling all of the claim. Their lawyers harassed me all week and made the offer on Friday afternoon, just hours before the hearing this Monday. They did not want this case heard as they have been lying to Barry. They owe money to 202 families.” 

Complaints from residents across the country moved Labour MPs to convene a meeting with FirstPort about their concerns in January this year. FirstPort under fire from MPs over service charge hikes   

David Pinto-Duschinsky, who co-chaired the meeting with FirstPort, said: 

I’ve had dozens and dozens of complaints about FirstPort’s unacceptable service charge hikes, poor service and lack of responsiveness and transparency.

All too often they are using leaseholders as little more than cash cows to be milked for every penny. People are paying more and more, and getting less and less. Enough is enough, this group of Labour MPs has come together to do everything we can to hold these unscrupulous managing agents to account.

In the same month leaseholders in Faversham Lakes new build project managed to oust FirstPort as managing agents: FirstPort dropped from Kent housing estate amid residents’ revolt over fees

 In February this year the relevant  trade body suspended FirstPort:  FirstPort suspended from its own trade body the Property Institute

Union Park North beginning to take shape in Wembley Park

 

I had a peek at Union Park North currently under construction in Wembley Park this morning. It is claimed to take inspiration from Humprey Repton who created the landscape around Barn Hill from around 1793.

At this stage there appears to be too much concrete to my taste and a natural pond/lake would be more in the Barn Hill tradition but of course it is early days. Some tree planting has already taken place and  plans include 'a community centre, public art, a dedicated area for pets to enjoy some ‘pet time’ off their lead and a new bandstand for free music and entertainment year-round.'

Quintain claim that there are two aspects to the name 'Union Park' one aspect is bringing together a new community and the other a tribute to  Walter Citrine, the first Baron of Wembley and 'one of the leading British and international trade unionists in the 20th century. Baron Citrine was widely credited for providing the Trades Union Congress with the administrative backbone it needed to become the respected lobbying organisation it is today.'

It will be interesting to see what is planned to explain his contribution in the new park.

 

The south section of Union Park has been open for some time. It is reviewed HERE.