Image above: Chiswick Cinema on Chiswick High Rd

The culmination of weeks of “crippling” IT problems

Chiswick Cinema has faced crippling IT problems over the past few weeks, culminating in a total shut down on one of the busiest weekends of the year.

For weeks now cinema-goers have faced problems trying to renew their annual memberships online. Last weekend (21 – 23 July) the much vaunted ‘Barbenheimer’ weekend launching both Barbie and Oppenheimer, there were website problems. Some people found they were met with ‘service unavailable’ or ‘server error’ messages when they tried to book online, although there were seats still available.

This weekend (28 – 30 July), when the appetite for both films was still very high, the website shut down totally and staff found they were not even able to process sales on the tills.

“It has been crippling and so disappointing” general manager Keiichi Furuya told The Chiswick Calendar. “The previous weekend and throughout the week people have been getting frustrated.”

An indication that things were getting worse came at 9.35 am on Saturday morning when the cinema’s marketing manager Chris Parker published this on social media:

We're once again experiencing technical difficulties with our website. We're really sorry and will hope to be back up again soon! We will be open as usual and still screening films! pic.twitter.com/0EOy41wjKE

— The Chiswick Cinema (@ChiswickCinema) July 29, 2023

“The Chiswick public has been incredibly understanding”

Although it is immensely frustrating to try and book a film and find ‘the Computer says No’, the Chiswick public has been incredibly understanding, says Chris, in part because they have not tried to disguise the fact that they have been having computer problems, but have chosen candour and problem-solving as their response.

“There have been times when we couldn’t process things but we will always look after people when they come in. Even when everything went down we had a Plan B and a Plan C. I think people have appreciated that we have been doing our best and have been honest that we are having problems.”

“The staff has been amazing” added Keiichi, who has been focused on trying to fix the problems ever since he took over as manager at the end of May.

Speaking to cinema customers, one told The Chiswick Calendar they had been furious with the cinema for not being able to book online and having to go in to try and get tickets, but their fury dissipated when they talked to the staff.

“They were so nice and so apologetic. They are obviously having such a horrible time, we couldn’t stay angry.”

Images above: Audience for this weekend’s showing of The Great Escape as part of the Richard Attenborough retrospective season; Michael Attenborough introducing the film

Chiswick Cinema is owned by Trafalgar Cinemas, whose senior management team – heads of Operations, Finance and IT – have all become involved. The problem is apparently a server issue and they need to update their systems and maybe change servers, which they are planning to look at this week.

“The problem has manifested itself in different ways. As soon as we fixed one thing, it cropped up somewhere else as a new problem, and it’s been intermittent, so you think you’ve solved it but you haven’t” said Chris.

“There is some sort of core corrupt file or data affecting the servers and not letting our systems load” said Keiichi.

The system they are using belongs to Vista, the biggest provider of cinema booking systems worldwide.

Image above: Cinema-goers; Chiswick Cinema staff

Why don’t you put in a hot line so people can ring you?

The biggest piece of negative feedback the cinema has received since it opened is the lack of a phone number on which the public can ring them. I have asked the question before and asked it again, this time getting a more comprehensive answer: Why don’t you give out a phone line so people can ring you?

Chris has some experience of this as he used to manage a call centre for 27 cinemas, and he says, it is not straightforward. It is costly to have staff fielding calls (the answer he has given me before), but more than that, there would be no point having someone answering the phone if they were not able to take bookings.

To take phone bookings there has to be a paperless office where certain conditions are met to safeguard the security of data, because the staff would be handling people’s financial details.

“You’re talking about taking on a whole new team of people, almost as many as it takes to run the cinema, and if the computer system is not working, the staff member on the phone still would not be able to make a booking, so that would be even more frustrating.”

They probably do not want to provide a means whereby furious punters can shout at their staff, either.

What they ask instead is that punters experiencing problems email them on info@chiswickcinema.co.uk. Their service level agreement says they will answer within 72 hours which, I pointed out, is extremely offputting to someone who just wants to know if there are seats left to see a film that same afternoon.

“Generally the duty manager is able to answer much more quickly than that, but if you can see on the website that there are seats and you just can’t book online, just come in and we will help you at the cinema.”

In our household (representing three different surnames) we have found they have got back to us on email within ten minutes.

Image above: Chiswick Cinema’s marketing manager Chris Parker

Full server update due on Wednesday

They heard this morning that the company will do a full server update this Wednesday (2 August), to fix the issues.

“We have a plan now, so by this weekend customers can expect the full proper service” said Chris.

Fingers crossed. (If I had a penny for every time a teckie had said ‘that should work now’ …)

Meanwhile the cinema will remain open. At time of writing the website is back up, showing a full slate of films: Barbie, Oppenheimer, Elemental, Mission Impossible: Dead Reckoning, and reflecting the fact that we are now in school summer holidays: Shrek, Beauty and the Beast, Shrek 2, Mulan, Shrek the Third, and Hercules.

They are currently programming next week’s films, as they usually do on a Monday, and are pleased to announce that despite all the computer issues over the two days of the ‘Barbenheimer’ launch they still took 3,449 admissions, beating all the nearby cinemas: The Olympic in Barnes, Everyman Chelsea, Electric Cinema White City and The Gate Notting Hill.

“I only hope that people will just bear with us. We just don’t want customers put off booking by an issue outside of our control and not to come and enjoy the cinema.

“We are looking forward to being able to get back to concentrating on making sure it’s a really exciting cultural venue.”

Read more stories on The Chiswick Calendar

Images above: ULEZ cameras on Milnthrope Road and Park Road with their wires cut

Eight cameras broken by “Blade Runners” vandals

A group calling themselves the “Blade Runners” has significantly disrupted enforcement of the Ultra Low Emission Zone (ULEZ) in Chiswick by cutting the cables of eight cameras used to monitor non-compliant vehicles. The group has claimed responsibility for the act on TikTok, where they boast of having 100 members across the country.

Images shared on social media show the vandalism, with the wires at the back of the cameras deliberately cut. Cables were cut on Eastbourne Road, Milnthorpe Road, Park Road, Devonshire Road, Dorchester Grove, Church Street, Burlington Lane, and Palladian Gardens.

Chiswick is equipped with a higher number of ULEZ cameras than most areas due to the exclusion of the section of the A4 between Chiswick Roundabout and Hogarth Roundabout. This exclusion creates additional entry points to the ULEZ, making monitoring crucial for maintaining air quality standards in the area.

The cameras use Automatic Number Plate Recognition (ANPR) technology to identify and levy charges on non-compliant vehicles.

Despite a recent unsuccessful challenge in the High Court against the expansion of the ULEZ to the M25 on August 29, the Blade Runners remain determined to halt the expansion of ULEZ one way or another. The group similarly vandalised cameras in Chiswick in April, leading to two men being arrested. There have been 96 reported incidents of camera damage in the London area alone this year.

Image above: Trashed ULEZ cameras; via Twitter

“It’s a way to try to… restrict our movements”, says self-proclaimed Blade Runners member

A self-proclaimed member of the Blade Runners gave an interview to Mail Online, donning a balaclava to conceal his identity. He claimed responsibility for personally removing 34 ANPR devices, while the group as a whole has disabled or taken down hundreds more.

“In terms of damage, it’s way more than what [Sadiq Khan and TfL] have stated. It’s at least a couple of hundred,” the masked man said. He added:

“Snipping, damaging with hammers, painting, disabling on a circuit level, and removing. They are unbolted and they are snipped. The tools they use to install them are the ones we use to remove it. We don’t want this. It’s a way to try to… restrict our movements.”

Transport for London (TfL) and the Metropolitan Police have urged the public to report any suspicious activities related to the ULEZ cameras and vowed to take swift action against those involved in the vandalism.

Meanwhile, discussions are ongoing to explore additional measures to safeguard the ULEZ infrastructure and maintain its efficacy in combating air pollution in the city.

Image above: ULEZ expansion map

“Vandalism on our network is unacceptable”, says TfL

A spokesperson for TfL said:

‘Vandalism on our network is unacceptable. All incidents are reported to the police for investigation.’

The Mayor of London remains committed to expanding the scheme despite reservations about it within his own party following Labour’s defeat at the Uxbridge by-election. He said:

“We know every day that there are people dying prematurely. There are children with stunted lungs because of air pollution, adults with a whole load of health issues. So we’re going to carry on doing what we can to support Londoners [with the expansion].

“But the reality is that actually 95 per cent of Londoners who drive a car in inner London have a compliant vehicle. In outer London, it’s around 90 per cent. Clearly, we need to make sure that more Londoners with non-compliant vehicles have the support they need.’

Image above: Pandora the camper van during King Charles III’s coronation celebrations

Vehicle was stolen between Wednesday 26 and Friday 28 July

A resident of Woodstock Rd in Chiswick has had her cherished camper van, affectionately named “Pandora,” stolen from her driveway last week. The van, which holds over a decade’s worth of memories and adventures, went missing between Wednesday 26 and Friday 28 July, leaving Judith Parker and her partner devastated.

Speaking to The Chiswick Calendar, Judith said:

“I drove home in it last Wednesday, but I was ill. So I kind of came in and didn’t go out of the house again until my partner came on Friday evening and asked “Where’s Pandora?”. I thought he was joking, but then I came out and found out he definitely wasn’t.”

She contacted people in the neighbourhood through WhatsApp to share the disheartening news.

“Pandora” holds a special place in Judith’s heart as she has owned the camper van for around 13 years. The van has been on various adventures across France and Spain, accompanying Judith and her partner to festivals and other memorable journeys.

Image above: Pandora the camper van during King Charles III’s coronation celebrations

Judith said she had reported the theft to the police:

“Yes, I did straight away… I reported it online to the police and hilariously in the paper on Saturday [the police said]:  ‘We are going to follow up on every lead and cut down on car crime’ but I haven’t heard anything”.

There have been no substantial leads regarding the van’s whereabouts since.

Describing the unique features of her beloved camper van, Judith said:

“It’s a California conversion, it’s called a ‘Westphalia California conversion’ – but that conversion is quite unusual.”

Judith likened the experience of owning the van to “owning a dolphin,” explaining how people often approach her to talk about the van, and even the local children recognise and adore it, with it recently being the centrepiece of King Charles III’s coronation celebrations in thier street.

Judith said Driving the camper van has always been like embarking on an adventure, an experience that can’t be replicated when driving a regular car.

“Pandora’s” licence plate is PAN 584L.

As the search for the camper van continues, Judith remains hopeful that the van will be found and returned to her. She urges anyone with information regarding the stolen camper van to come forward and assist the police in their investigation.

Read more stories on The Chiswick Calendar

Image above: Laszlo Dancs

Laszl0 Dancs jailed for six years and eight months

A man from Acton has been jailed for causing the death of a woman and her three dogs by dangerous driving.

Laszlo Dancs, 28, of Heathfield Road, W3 appeared at the Old Bailey on Friday 28 July where he was sentenced to six years and eight months’ imprisonment for causing the death of Olivia Helen Riley by dangerous driving, drink driving, drug driving and failing to provide a breath sample. He was also disqualified from driving for five years.

Dancs had previously pleaded guilty at the same court on Tuesday 23 May.

On 14th May 2022, Olivia Riley, who was aged 41 and from Suffolk, was walking her dogs on Cheyne Walk, SW3 when she was struck by a car being driven by Dancs.

Officers attended with paramedics from the London Ambulance Service, despite their efforts, Olivia was pronounced dead at the scene. Olivia’s three dogs – two Labradors called Lily and Maia and a Golden Retriever puppy called Darcy – were also killed in the collision.

Dancs, then aged 26, was arrested at the scene on suspicion of causing death by dangerous driving and was taken into police custody. He was charged on 14 November 2022 with causing death by dangerous driving, drink driving, drug driving and failing to provide a breath sample.

Detective Sergeant Dale Luke of the Met’s Roads and Transport Policing Command said:

“Olivia Riley’s life was cut short by the reckless actions of Laszlo Dancs. Were it not for his actions she would still be enjoying walks with her beloved dogs today.

“My thoughts are very much with Olivia’s family today as this long legal process comes to a close – it is my heartfelt hope that they may find a measure of closure and are able to remember Olivia in happier times, before this terrible incident took her from them.”

Images above: Olivia Riley, Olivia and two of her dogs 

No sentence can bring Olivia back, says family 

A spokesperson for Olivia Riley’s family said:

“On behalf of our family and those loved by Olivia, we are grateful to the team of prosecutors, Met Police Road Death Investigation team and all those who attended the unimaginable scene of Olivia’s death and have supported us so well through the maze of the English justice system, through to today’s sentence of Lazlo Dancs, 440 days after Olivia’s light was extinguished from all our lives.

“No sentence can restore that light or the mental health of all of us who will mourn her loss for the rest of our lives. We could only hope that the sentence passed would be appropriate and relevant to the circumstances of Olivia’s sudden death.

“I find it impossible to reconcile that a person who chooses to drive with a lethal cocktail of illegal drugs and alcohol at 6.15am on a Saturday morning has not intentionally decided to endanger the lives of innocent people and their loved ones.

“Today’s sentence should reflect Mr Dancs’ abdication of responsibility for the lethal consequences of his actions.

“This is insignificant compared with the final tragedy of justice, that Mr Dancs should have escaped the current tariff of life imprisonment for causing death by dangerous driving because he ended Olivia’s life six weeks before this relevant and appropriate sentence was introduced to law.

“We hope and pray that Mr Dancs will dedicate the rest of his life to personal repentance and preventing others from following his life destroying choices.

Read more stories on The Chiswick Calendar

Image above: The Victorian house at 17 Hartington Rd

Planning Inspector’s decision could have a wide-reaching effect on where else developers will be allowed to build

A planning appeal hearing took place on Wednesday (26 July) over the development of the site at 17 Hartington Rd in Chiswick. Developers Residence One were refused planning permission by Hounslow Council’s planning committee last year to build four new luxury houses in the garden of the riverside Victorian property, despite the Council’s own planning officers advocating the development should go ahead.

At issue was the risk of flooding, both from the river and from surface water. Local residents persuaded the councillors on the planning committee that the risk was too high, while the developers, backed by council officers, maintained it was not.

The Planning Inspector’s decision on this appeal, expected it a few weeks’ time, could have a wide-reaching effect on where else developers will be allowed to build by the river.

Council planning office now supports local residents in opposing the development

At the appeal hearing Planning Inspector Jeremy Sargent heard from the developers’ team of experts on why they considered it safe to build there, and from local residents, who have engaged their own experts, their arguments on why they disagreed.

Since the Council’s planning committee, made up of councillors, had turned down the application, the Council’s planning office, represented by Jassie Rotrane, this time supported refusing the appeal. The officer said she was new to the case and had not been party to the previous decision making or present at the previous appeal hearing in June.

READ ALSO: Grove Park residents “outraged” about handling of developers’ appeal over 17 Hartington Rd

Image above: Thames foreshore next to the garden being considered as the site of four new luxury houses, showing the river wall

Developers argue the existence of a river wall means the land should not be considered as ‘functional flood plain’

There is a river wall which runs along the bottom of the gardens beside the river. Local historian Val Bott, who lives in nearby riverside house, explained the dyke around the meander was installed by the Duke of Devonshire by the 1870s to enable him to develop the land.

The wall along the top was added to the top of the dyke by the GLC in the early 1980s, just before the Thames Barrier was completed, to protect riverside properties. In their most recent assessment the Environment Agency assessed the condition of the wall as ‘fair’.

The developers contend that as the wall is there, intended to offer protection from flooding, the area cannot be considered as a ‘functional floodplain’, land left not built on purposefully to absorb the overflow of the river in the event of a flood.

The land is designated as 3B, a functional floodplain, in the West London Strategic Flood Assessment, despite the presence of the wall, which the developers say is a mistake.

If the assessment is wrong “it’s wrong for the whole of west London”

Paul Nessling, whose house is on Hartington Rd near the proposed development said:

“If [consultants to the SFRA] Metis is wrong, then it’s wrong for the whole of west London.”

The developers’ team responded:

“The answer is yes. If the modelling has been done incorrectly, the answer is yes. It is up to the local authority to determine what is functional floodplain. There is no evidence why it should be 3B” [functional floodplain].

Addressing the Planning Inspector, Me Nessling said:

“It’s a big call for you to override it.”

Image above: Overgrown garden where the developers would like to build

Not for an individual planning application to challenge the definition of the land’s flood status, says residents’ lawyer

The team for the developers argued the presence of the wall meant it could not be considered as functional flood plain.

The area is described as ‘defended flood zone 3B’ in the plan, said residents’ lawyer Michael Krantz. Just because it was described as ‘defended’ did mean it could not also be considered floodplain. It was not up to an individual planning application to challenge the definition of the land as to whether it was or was not functional flood plain, he said.

“You can’t have the situation where the whole area is 3B except for one little carved out piece. It becomes a nonsense”.

“So nothing they say should make any difference?” asked Mr Sargent.

“No” said Mr Krantz.

Liz Manville, who lives at 21 Chiswick Staithe, said:

“The appellants made strenuous efforts to persuade the SFRS to change the designation and that didn’t happen.”

Developers’ cases rests on whether the river defence works

Mr Sargant asked the developers’ team whether their case depended on the river defences working.

“Yes” they said.

Given the expectation of sea water levels rising and volatile weather because of climate change, the wall would need to be raised during the lifetime of the development they said.

“Whether the appeal goes ahead or not, that will be the case.”

Condition of the wall downgraded from ‘good’ to ‘fair’

The Planning Inspector said the state of the wall had been downgraded by the Environment Agency in 2021 from ‘good’ to ‘fair’. He asked if the wall had been breached and was told there was no evidence that it had been at this point.

Mukti Jain Campion, who lives in the end of terrace house at 1 Chiswick Staithe, adjacent to the proposed development, pointed out there was presently a dip in the land at the bottom of the riverside gardens:

“The definition of 3B on a map matches the topography. If the tidal defences are over-topped it [the river water] can go into the basin and be stored and drain away.”

With four houses built in the garden that would not be the case, she argued, and that the outfall for the drainage for the new houses would damage the mound supporting the wall.

Chartered engineer Jonathan Cage, a specialist in flood protection and drainage engaged by the local residents, told the hearing the developers should investigate the mound on which the wall stood, not just the state of the wall built on top of it.

Mr Brady, structural engineer for the developers, said: “although the embankment shows signs of wear and tear and needs some maintenance, I would not go as far as to say it was ‘dilapidated’. It has not washed away in 250 years.”

Mr Krantz, arguing for the residents said:

“There has been an enormous amount of effort into assessing the structural integrity of the wall and virtually none on the embankment.

“If you haven’t looked at the embankment you can’t say anything about the integrity of the defence.”

The hearing went on to discuss how the developers planned to deal with surface water from a downpour of rain, describing tests they had done to show the land was porous and the water would drain away.

The team for the residents counter-argued that the majority of the land was clay and that when flash flood occurred water would build up.

The Planning Inspector put it to the developers’ team that their scheme was perhaps overly reliant on technical solutions to pump out water, which they answered by saying technical or not, it was also proven and entirely normal as a drainage solution.

Mr Sargant asked for any additional information to be sent to him by the end of next week and said he would make his decision in a few weeks.

Read more stories on The Chiswick Calendar

Image above: Cllr Louise Brett poses with sniffer dogs Piper and Wilson and seized counterfeit goods

Thousands of pounds of illicit goods seized in multi-agency operation

Thousands of illicit prescription medications, tobacco and vapes have been seized in Ealing, after a multi-agency operation codenamed ‘Operation Cece’ was carried out last Tuesday (18 July).

The operation was led by Ealing Council’s Trading Standards team and supported by the Metropolitan Police and licensing colleagues, and sniffer dogs Piper and Wilson.

During the meticulously planned operation, thirteen premises were targeted, leading to the discovery and seizure of a considerable amount of contraband goods. Among the most shocking findings were the alarming quantities of prescription-only medications uncovered during the raid.

A staggering 2,920 tablets and 37 packs of oral jelly, all unregulated, were confiscated, highlighting the presence of illegal pharmaceuticals circulating in the area.

A substantial haul of illegal tobacco products were also seized by officers. A total of 534 pouches of loose tobacco, 266 packs of chewing tobacco, and 700 grams (equivalent to 14 packets) of illegal rolling tobacco were confiscated. The raid also netted 19,100 illicit cigarettes (equivalent to 955 packets), which pose “severe health risks” to consumers due to the lack of necessary safety checks and quality controls.

“Getting these products off the streets is crucial” 

Ealing Cabinet Member Councillor Louise Brett, said:

“The success of Operation Cece can be attributed to the collaboration of the Trading Standards team, the Metropolitan Police, sniffer dogs Piper and Wilson, and licensing colleagues. Getting these products off the streets is crucial for residents and consumers and is one of the council’s top priorities. Reporting suspicious or unscrupulous behaviour to the authorities can play a vital role in combating illicit trade and ensuring a safer environment.

“The operation serves as a strong deterrent to those involved in the illicit trade of goods, sending a clear message that their actions will not be tolerated. It also highlights the commitment of local authorities to safeguard public health and safety and protect consumers from harmful and unregulated products.”

The operation further revealed the presence of counterfeit vapes and non-compliant packaging. Authorities seized 692 oversized vapes and nine units of non-compliant packaging, addressing concerns about the quality and safety of vaping products in the market.

Also found were 18 nitrous oxide canisters which are used legitimately for inflating balloons and commonly used recreationally. Additionally, 135 packages of poppy seeds raised suspicions of intended illicit uses.

The seized contraband goods will now be thoroughly examined as part of ongoing investigations. It’s unclear whether there have been any arrests made following Operation Cece.

Image above: Will Poulter in Chiswick School’s sports hall

Guardians of the Galaxy star talks to students in Chiswick School’s sports hall

Hollywood actor Will Poulter made a surprise visit during Chiswick School’s end-of-year assembly.

The local branch of Mind, the mental health charity, organised the actor’s appearance. Will, who grew up in Chiswick, serves as an ambassador for Mind in Hammersmith, Fulham, Ealing, and Hounslow, which is one of the school’s chosen charities.

Known for his recent role as Adam Warlock in Marvel’s Guardians of The Galaxy, Will expressed gratitude to the school for its support.

Another notable guest at the event was celebrity chef Temi Tyrese, who boasts over 50 thousand followers on Tik Tok. He delivered cookery workshops at the school, sharing insights from his career, which includes cooking for famous celebrities.

Image above: Temi Tyrese grabs from his TikTok cooking videos; taking part in ITV’s Next Level Chef with Gordon Ramsey

Temi, also an ambassador for Hammersmith, Fulham, Ealing, and Hounslow Mind, spoke about Will’s efforts in promoting positive mental health before introducing him to the assembly.

Both celebrities discussed the significance of maintaining good mental well-being and provided the students with helpful tips. They also highlighted the services offered by Mind during the summer break and beyond.

The event was hosted by Andy Apraku and Meg Zeenat Wamithi, who are associated with the charity. Chiswick School’s students had chosen Hammersmith, Fulham, Ealing, and Hounslow Mind as their preferred charity. The school actively facilitates opportunities for students to learn about physical and mental health through guest speakers and collaborations with other organisations.

Image above: Hammersmith, Fulham, Ealing and Hounslow’s Mind with Chiswick School Head Teacher Laura Ellener (centre)

“I think the teachers were as excited as the students”

Headteacher Laura Ellener said:

‘I think the teachers were as excited as the students, Will and Temi are amazing ambassadors for Mind which is a brilliant organisation doing some fantastic work in the local community’.

Nana Owusu, Clinical Lead and Director of Youth Services at Hammersmith, Fulham, Ealing and Hounslow Mind added:

“We are grateful to partner with and support Chiswick School on this vital issue and their engagement in mental health conversations brought us great joy. We commend the school’s dedication to educating young minds about physical and mental health, and we are proud to be their charity of choice for the next academic year.

“Hammersmith, Fulham, Ealing, and Hounslow Mind tirelessly advocate for mental health services for young people, and this event exemplified that commitment. As we approach the summer break and beyond, Mind remains steadfast in providing support and resources for young people’s mental well-being.

“We want to remind young people, children, and schools across Hammersmith, Fulham, Ealing, and Hounslow that we at Mind is here for them, even during the break. We see them, we hear them, and we support them.”