02/10/2026
Millbank Estate Management Organisation - MEMO, Westminster Council’s largest TMO by far, just had its 2025/26 business year AGM. It brought with it a second continuation vote within this year, both were successful giving the organisation a very clear and democratic mandate. There is also a new enhanced management board, 3 new members joined establishing for the first time in years a full 12 members board. There was a minority but very organised group of residents focussed on criticism and also demanded secret elections and continuation voting. This was observed by WCC staff. On behalf of the board the chairman obliged, graciously accepted and responded to voiced concerns with a thank you and further pointing out that without criticism no learning is possible. He also made some welcomed statements about future developments looking at sustainability issues, cheaper heating and block insulation and business planning. There is also the ongoing initiative spanning across Millbank Conservation Area of which Millbank Estate is part and together with Tate Britain and Chelsea College a key stakeholder. Working together will bring enhancements to the neighbourhood and unlock efficiencies.
There is no doubt, within a dynamically changing world and increasing uncertainties the local community and placemaking based TMO model offers the best opportunities for residents to shape their housing and immediate neighbourhood, environment and standards they want to live in. Whether MEMO as an organisation are planning a major redesign or simply testing whether our current arrangements for Millbank Estate Management Organisation are fit for the future, at this stage we need practical insights. MEMO needs input from residents and other stakeholders, real-world examples and business planning. It is imperative to ask the right questions before changing structures, roles or systems. Residents can expect a number of approaches to convey their thoughts, ideas and experience.
Responsible for MEMO’s strategic aspects board members need to explore:
• What do residents think
• Why other providers particularly Westminster Council and immediate stakeholders are reviewing their housing and service management models
• The strengths and trade-offs of neighbourhood, patch-based, centralised and specialist approaches
• How to improve accountability, resident relationships and service outcomes
• How data, digital tools and AI can support better triage, insight, proactive work and early intervention
• How to equipe staff with the right skills, tools, manageable workloads and office environment
• How to measure whether a chosen model is genuinely improving services and delivering what residents want.
And a side of these all, MEMO is 30 years old. The organisation was incorporated in 1996 and went life in 1997. Despite lots of room for staying on the path of continued improvements, there is a good reason to come together and celebrate. Imagine what things would be like if 30 years ago Millbank residents would not have become active and take ownership of day-to-day management of the 17 Grade 2 listed blocks holding 561 flats! Millbank Estate has it confirmed in writing by Westminster Council, it is better performing than their own in-house managed properties. And MEMO was a nationally leading TMO before and can be it again. The path is set. Whilst the board will have some ideas how to celebrate 30 years of residents engagement it is looking for initiatives and ideas from other residents. Drop a notice at the MEMO office in Reynolds House Courtyard. There will be more information in a forthcoming newsletter also with the names of the new board.
