MEMO is a resident run organisation that provides a range of management and maintenance services to the residents of the Millbank Estate.

We have a Management Agreement with Westminster City Council which sets out those responsibilities which have been transferred to the Estate Management Board and those which remain with the local authority. In return for managing and maintaining estate properties and communal areas, MEMO receives an annual allowance.

Vision

All Board members are invested in our estate and community. Our Board aim is to ensure excellent service levels for all residents on the Millbank Estate by providing the Estate management team with the required resources and support to realise our strategic vision.

Our organisation is guided by our four core values:

How our values inform our organisation

Community

We aim to engender a sense of togetherness and belonging and to acknowledge the needs of different groups and individuals on the estate. Presently (2021) we are 65% leaseholders and 35% council tenants. Amongst the leasehold demographic, we also have private tenants. It’s incumbent on MEMO to ensure initiatives and activities benefit as many residents as possible and that no-one will suffer discrimination due to their income, resident status (leaseholder, council or private tenant), age, religion or belief, race, national origin, civil/marital status, sexual orientation, gender, mental health and disability. Whenever possible we choose to use the more inclusive term, ‘residents’ when referring to the inhabitants of Millbank Estate. We are one community.

Services

Efficient and effective services are core to the success of Millbank Estate. This is prominent in resident feedback, both verbal and through completed questionnaires. Repairs and cleaning are the lifeblood of MEMO. Our aim is to never lose sight of this fact and to maintain and manage our estate to the highest standards our resources allow.

Communication

Historically MEMO has achieved great things with an enormous amount of effort from unpaid volunteers. However, we acknowledge that we have to endeavour to communicate these achievements. We now have a dedicated budget in order to invest in communications. Communication with residents is fundamental and key to improving service levels and eliciting new ideas to help grow and serve our community

Business

We believe that with reduced budgets and a tighter fiscal climate, the modern TMO cannot be over-reliant on a single source of income and must be proactive in driving revenue in order to fund estate improvements that will enhance the quality of life for residents. We must all be aware that as we are living on a beautiful, historic, Grade listed estate, we must expect greater pressure on repairs and building management. To mitigate potential costs, MEMO strive to share knowledge and increase revenue by offering their management and skills expertise to other TMOs in the borough. We currently manage Lilestone Estate in NW8.