Working for the residents in the South of the Borough of Kingston upon Thames
Category: Advice & tips
Whether it’s guidance on reporting a crime, understanding local services, or protecting yourself from fraud, you’ll find practical advice and useful tips for everyday life.
Antisocial behaviour refers to actions that cause harm, distress, or alarm to others in the community. It can include behaviours such as vandalism, littering, aggressive or threatening conduct, public disturbances, and other activities that negatively impact the safety, comfort, and wellbeing of residents. Tackling antisocial behaviour is important for maintaining a safe, welcoming, and supportive environment for everyone.
Apply for an ASB Case Review if you have repeatedly experienced ASB and have reported 3 or more times in the last 6 months. For General Enquiries, visit Kingston.gov.uk, or call 020 8547 5000.
Housing
If the antisocial behaviour relates to a council property, you can report it online by visiting kingston.gov.uk/antisocial-behaviour. You can also contact your housing officer by calling the housing team on 020 8547 5003.
Crimestoppers
To remain anonymous, call Crimestoppers on 0800 555 111 or report via crimestoppers-uk.org.
Victim Support
Have you been affected by crime? Freephone 0808 168 9291 or request support via www.victimsupport.org.uk.
We are starting to see the roll-out of converting your landline phone from analogue to digital voice technology VoIP (Voice over Internet Protocol). This means that telephone calls will use your internet connection, making the old copper telephone lines redundant. Set for completion by January 2027 for most customers, the transition may affect landline usage, including telecare devices, making it essential for users to adapt to the new calling system.
Here’s a breakdown of the switchover and its implications:
What is the Digital Voice switchover?
The analogue phone network (PSTN) is being phased out, with all landline calls soon to be made over the internet via VoIP. While landlines will remain functional, they will require an internet connection for calls.
Connectivity:
Landlines will no longer link directly to the traditional telephone network. Instead, they will connect to the internet via a provider-supplied router.
Broadband requirement:
A broadband connection is necessary to access the new digital landline system.
Telecare devices:
Equipment such as fall monitors and alarms that rely on analogue phone lines must be upgraded or replaced to function with the new digital system.
Impact of power outages:
Unlike traditional landlines, digital landlines connected to a broadband router will be inoperative during power outages.
2G/3G mobile compatibility:
Older mobile phones may not work with the upgraded network and will require replacement or updates.
Migration process:
Phone providers will contact users with guidance on transitioning to the new system.
Phone number retention:
Your existing phone number will generally remain unchanged.
Key considerations
Verify compatibility:
Check with your telecare provider, alarm company, or other relevant service providers to ensure your equipment will work with the digital system.
Prepare for the change:
Understand the potential impacts on your devices and services, and take proactive steps for a smooth transition.
Stay alert to scams:
Be wary of fraudulent phone calls or emails requesting personal details related to the switchover. Read Fraud Prevention Advice
Seek assistance:
If you have specific concerns, reach out to your provider or relevant authorities for support. BT, EE, TalkTalk, Virgin Media, and Vodafone each offer dedicated support for Digital Voice switchovers, providing helplines and online resources to assist customers through the transition.
FAQs
Can I decline BT Digital Voice?
Yes, opting out of BT Digital Voice is entirely possible. You are not required to switch to BT’s digital voice system. However, since BT will eventually phase out the old analogue phone system, you will need to transition to a digital system through an alternative VoIP provider. If you prefer not to have a landline at all, you can choose a broadband-only plan or switch to another provider.
Can I use digital voice with my own router?
Yes, you can use Digital Voice with a third-party router, but it requires some technical configuration and an understanding of how the service interacts with your router. While Digital Voice is designed to be compatible with the Zen FRITZ!Box or BT Smart Hub, it is possible to make it work with other routers as well.
Can I use my existing phone with Digital Voice?
Yes, in most cases, your current phone should work with Digital Voice. BT’s Digital Voice service allows you to connect your existing phone to the hub or use a Digital Voice adapter to ensure compatibility.
What is the cost of BT Digital Voice?
To use the digital landline system, you will need a broadband connection. BT’s Digital Voice service is included in your broadband package at no additional charge. If you don’t currently have broadband, your provider will supply one to support the digital landline, typically without extra fees—unless you opt for a full broadband service.
Will my phone service function during a power outage?
In the event of a power cut, BT provides a Battery Backup that ensures at least an hour of service for essential calls.
Someone is using violence or is threatening to be violent.
A road traffic collision where life is at risk, or the road is blocked.
Crime is happening right now, like a house burglary or a theft.
If you accidentally dial 999, please stay on the line and tell the operator you’re safe and that no crime has occurred.
Hearing or speech impairments
If you have a hearing or speech impairment, and you’ve pre-registered with the emergency SMS service, you can use our text phone service 18000 or text us on 999.
If you’re a British Sign Language (BSL) user, you can call 999 BSL to use a remote BSL interpreter.
Silent 999 calls
If you’re in danger, but you can’t talk on the phone, you should still call 999 and try to speak to the operator if you can, even by whispering. You may also be asked to cough or tap the keys on your phone to answer questions.
Calling 999 from a mobile:
If you don’t speak or answer questions, press 55 or tap when prompted and your call will be transferred to the police.
The police will usually be able to find your location
If you don’t press 55 or respond, your call could be ended
Calling 999 from a landline
If you don’t speak or answer questions and the operator can only hear background noise, they’ll transfer your call to the police.
If you replace the handset, the landline may remain connected for 45 seconds in case you pick it up again.
Calling 999 from a landline automatically gives the police information about your location.
Non-emergency Dial 101
Call 101 for non-emergency enquiries. If you have a hearing or speech impairment, use our text phone service on 18001 101.
Report anonymously
You can visit CrimeStoppers or call 0800 555 111 to anonymously report a crime or suspicious behaviour.
Considering shared ownership to get onto the property ladder? Ensure you seek good, independent advice from solicitors with extensive knowledge and experience in conveyancing this form of tenure. That’s the advice from CDRA’s executive committee member and planning expert, Dick Ware.
It was Margaret Thatcher’s government and the 1980 Housing Act that introduced shared ownership. Over the past forty plus years, the scheme has provided a positive first step on the property ownership ladder for thousands of individuals and families. It is also a healthy market. In 2022-23 over 20,000 shared ownership homes were built. That is the highest number for over ten years. 211 of those homes were built at Tolworth as part the Signal Park development (read more about that scheme).
However, while many shared ownership property owners are enjoying the benefit, others are feeling trapped, paying over half their income on their mortgage, the rent on shared ownership part of the property, and escalating service charges. Some reporting service charges in excess of £5,000 a year.
With Signal Park developers Countryside and The Guinness Partnership having recently submitted their planning application for Phase Two, we felt it was an appropriate time to share our advice about shared ownership from CDRA’s planning specialist Dick Ware. Dick says: “If you are considering shared ownership, ensure you get good, independent advice from experienced solicitors in this form of tenure. The emphasis being that the advice is completely independent.
Make sure you know all the pros and cons, including maintenance costs, and that you have a written record of all the transactions between you, your solicitor, and the freeholder or his agent.
Do not cut costs on this aspect. Buying property on shared ownership tenure is a more expensive way than the open market provides. However, it does provide a means of assisting people to get on the house ownership ladder earlier than those who are struggling to find the initial deposit required in a straight freeholder transaction.”
Thanks to our Safer Neighbourhoods Team for providing this very useful and informative advice on fraud prevention.
Door-to-door sales fraud
Door-to-door scams involve criminals knocking on your door and unexpectedly offering products or services. Fraudsters convince you to pay for goods or work which is often overpriced, of poor quality or is not even carried out. In many cases, this work is not necessary. They may use intimidation and pressure you to make quick decisions so that you agree to their demands.
Criminals may try to convince you that work is urgently required and the price they are charging is fair. They will put pressure on you to have the work done immediately and may ask for payment upfront. Often the work is not completed, or if it is, the work is to a poor standard. You may also be overcharged for any work done.
They can use deception to convince you
Claiming they were working on a neighbours’ address and noticed you need work completed, and they have left over materials.
They may inspect areas you can’t access, for example the loft or roof, and show you photos or videos, claiming they are evidence that you need the urgent repairs. Beware of these tactics, as these images may not even be your property.
They may throw water down when you are not looking to indicate you have ‘damp’.
They may be insistent you pay in cash immediately or put down a deposit, even offering to take you to the bank to get the money. If you do this, they may continue to find reasons for you to pay more money.
Some callers will be legitimate. Gas, electricity and water companies may visit to read your meters. Charities may visit to ask for donations, and council officials may contact you regarding local issues. Always ask for identification and tell them to wait outside whilst you check this by calling the company or speaking to a relative or friend. If you are calling the company, don’t use the phone number on the person’s ID card.
How to protect yourself
Always check their identity. If you are not happy about a person’s identity, do not let them into your house under any circumstances.
Never leave your front door open/unlocked and unattended, so a second individual can’t enter without your knowledge.
Take time to consider your options and research costs from other providers. If in doubt, contact your local Trading Standards.
If you feel pressured by any cold caller, have the confidence to be firm and say no.
Call the Citizens Advice consumer helpline following a doorstep caller on 0808 223 1133.
REMEMBER – Take time to consider your options. Don’t be pressured into making a quick decision. CAUTION – Never pay upfront for goods or services you have not received. THINK – Are they a legitimate company? Why haven’t they given you a written quote?
Authorised Push Payment fraud
Online banking makes managing money easier for the public, however criminals are taking advantage of this ease of banking and using it to defraud the public.
Criminals can pretend to be from somewhere official, for example, your bank, or the tax office. They contact you via email, phone or social media, and then warn you of fake suspicious or criminal activity on your bank account. They state that they’ve set up a safe account for you to transfer your funds into. However, this is actually their account.
How to protect yourself
Be suspicious of a call out of the blue from someone claiming to be from a position of authority.
Take down the person’s details (name, authority, department, branch etc.) and verify using independent source contact details.
A genuine official from the Police, your bank, HMRC or any other trusted authority will never call you to ask you to verify your personal banking details, PIN or password, or threaten you with arrest.
Never transfer money into another account unless you are 100% certain of the owner of the account.
Your bank will never set up a ‘safe’ account for you.
If you are a victim, contact your bank as soon as possible, as they may be able to help stop the transfer.
REMEMBER – Your bank will never set up a ‘safe account’. CAUTION – Unless you definitely know who the account belongs to, it might not be safe. THINK – Who told me this account was safe? Have I checked their identity?
Other consumer non-investment fraud
Sometimes businesses use deceptive business practices that can cause their victims to suffer financial losses.
The victims believe they are participating in a legal and valid business transaction when they are actually being defrauded. Fraud against consumers is often related to false promises or inaccurate claims made to consumers, as well as practices that directly cheat consumers out of their money.
How to protect yourself
Research the company before purchasing goods or services.
Use Companies House to find out how long they have been trading.
Ensure you use trusted, reviewed companies.
Avoid using direct bank transfers when purchasing items online, instead use a credit card.
REMEMBER – Your bank, the police, or tax office will never ask you to attend your bank, withdraw, transfer or pay money over the phone or send couriers to collect your card or cash. Nor would they ask you to buy goods or vouchers.
This is a scam. HANG UP – Never give details or money following a cold call. TAKE 5 – Seek a second opinion, tell someone what has happened. VERIFY – If concerned, contact the company via a pre-confirmed method.
STOP – Take a moment to stop and think before parting with your money or information could keep you safe. CHALLENGE – Could it be fake? It’s OK to reject, refuse or ignore any requests. Only criminals will try to rush or panic you. PROTECT – Contact your bank immediately if you think you’ve fallen for a scam and report it to Action Fraud.
Where to report a scam
If you think you have been scammed, contact your bank first by calling 159. 159 works in the same way as 101 for the police or 111 for the NHS. It’s the number you can trust to get you through to your bank safely and securely every time. So if you think someone is trying to scam you into handing over money or personal details – stop, hang up and call 159 to speak directly to your bank.
Always report scams, fraud and cyber-crime to Action Fraud, either online at www.actionfraud.police.uk or by telephone on 0300 123 2040.
Subscribe to the Which Scam Alerts service, where you can receive free updates on current scams being used. See a sample newsletter.
Get advice and report it to Trading Standards through the Citizens Advice consumer service on 0808 223 1133 or online at www.adviceguide.org.uk
The Citizens Advice consumer service provides free, confidential and impartial advice on consumer issues. It is important that all complaints are referred to the Citizens Advice consumer service as they maintain a national database of complaints that provides an invaluable source of information and intelligence to the trading standards community. Details of all consumer enquiries, dealt with by the Citizens Advice consumer helpline, are made available to Trading Standards.
Report a text message you think is a scam
Most phone providers are part of a scheme that allows customers to report suspicious text messages for free by forwarding it to 7726. If you forward a text to 7726, your provider can investigate the origin of the text and arrange to block or ban the sender, if it’s found to be malicious.
Report an email you think is a scam
If you have received an email which you’re not quite sure about, forward it to report@phishing.gov.uk
If you’ve been scammed through the post
Royal Mail investigates postal scams. If you’ve received something in the post you think is a scam, send it to ‘Freepost Scam Mail’. Include the envelope it came in and a completed scam mail report. Download a scam mail report from Royal Mail or call them and ask for a form and pre-paid envelope.
If the scam involves financial services
If the scam involves cryptocurrency, investments, insurance or pensions, report it to the Financial Conduct Authority on 0800 111 6768.
