Status: Open
Complaint No. C001-Bromford-041222
Provider: Bromford
Date of Complaint: 04/12/2022
Issue: Damp & Mould (leaks, damp on walls, etc)
Response:
05/12/2022
Let's move this forward. Your link shows the complaint as being raised from Drayton Manor Theme Park. Live chat wouldn't have been available on a Sunday, but can help now - https://bit.ly/3Uazh4i. If you jump on here, we can get some more details. Does this sound ok? - Jim
It’s a Google map, if you zoom in you’ll have a clear view of the location. Our email shared in hope of a response as we don’t have time to sit on Chat, and this issue has already been reported by us and the Bromford resident.
Hi, our complain portal is not out of service. Should you wish to make a complaint please click the link below: http://orlo.uk/Lug7t Thanks, Jessica
Sorry Jessica it is still showing out:
Error message shown 04/12/2022
Error message shown 05/12/2022 after being advised by Bromford that it was still working.
Bromford Response:
Response:
09/12/2022
Bromford have stated that they are unable to respond to us as we are not the residents. Offer to share consent form if they email us directly. No Response.
Emails shared with us show that this has been a known issue since May 2021.
Bromford Response - 12/12/2022
Good Morning,
Apologies for the delay in my reply, I would like to acknowledge receipt of your email relating to ************
I would also like to assure you that we are aware of the issues at this property and everything is in hand.
Many Thanks
*******
Customer Solutions Advisor, Bromford
Housing Sector Response - 12/12/2022
Thank you *****,
As of yesterday at 17:19 we were informed by *** ****** that she had not heard back and that this was very much still an issue. Can you please advise what action is planned and the timeframe? It also seems that due to the delays in responding to ***** ******* that this needs to be escalated as a formal complaint.
Thanks
Bromford Response - 13/12/2022
Bromford have unblocked us from Twitter witch is promising, however then the following response was added:
If customers have a service issue, we want to hear directly from them - http://orlo.uk/CoLPP. This process is regulated by the Housing Ombudsman - http://orlo.uk/IeyRU. Both links protect details. Happy to talk opinions on our service but not individual complaints - *****
Our Response 13/12/2022
Your residents want to be heard directly by you, however when you fail to respond they need support in reaching you. Residents have shared with us the issues pertaining to reporting via your site which we have shared with you.
This could be overzealous responses from the customer service team, the same message was also posted on Facebook:
Housing Sector If customers have a service issue, we really want to hear directly from them so that we can put things right as quickly as we can for them. We have a simple way to do this here http://bit.ly/3HyFDq6. This process is regulated by the Housing Ombudsman and has escalation timescales. Customers are encouraged to go to the Housing Ombudsman if they're not happy with the outcome 🏽 http://bit.ly/3uOETWl. These links are secure and protect our customer's details. Whilst we're happy to discuss your opinions on our service, without written consent from our customers, we really can't discuss individual complaints with you – ****
As this sort of engagement fails to support either Bromford, ourselves and (more importantly) their resident we will not respond via social media anymore, having already provided the agent with our email address at least twice now. We have also made this same advisor aware that residents provide us with consent as part of our process.
Bromford Response - 14/12/2022 (Facebook)
Heya Housing Sector one of the issues would be that, as far as I can see we haven't had written consent from the customer to discuss their case with you. But there are still a few options. If customers have a service issue, we really want to hear directly from them so that we can put things right as quickly as we can for them. We have a simple way to do this here http://bit.ly/3HyFDq6. This process is regulated by the Housing Ombudsman and has escalation timescales. Customers are encouraged to go to the Housing Ombudsman if they're not happy with the outcome http://bit.ly/3uOETWl. These links are secure and protect our customer's details. Whilst we're happy to discuss your opinions on our service, without written consent from our customers, we really can't discuss individual
Our Response
***** - We've made a point clear. This conversation isn't to be had on social media. Our email address again support@housingsector.co.uk.
Email sent to Bromford 14/12/2022:
Dear Bromford,
We are becoming increasingly concerned by your customer service agent ****** and his need to communicate via social media.
This issue was reported to you by us on the 4th December 2022 and can view here - https://www.housingsector.co.uk/c001-bromford-041222
There seems to be some confusion between your departments as we’ve had a email from ***** ******, apologising for the delay and making assurance that ** ***** had been contacted (this was not the case), whilst ***** believes that he can not communicate with us. We were blocked by your customer service team on Twitter, this block has now been removed. We reported that your online portal wasn’t working, with screenshots taken from your site. This seems to be a typical customer journey, hence why *** ****** opted to use our free service.
To move this forward:
Can ***** please refrain from using social media as requested, and instead use the email address provided at least three times - support@housingsector.co.uk
Can you please provide us with a plan of action to deal with this ongoing issue along with timeframes
Can you please provide an explanation as to why this issue has been allowed to continue for so long (first reported to you May 2022)
Can you please provide a valid email address for a point of contact with your customer service team
If you’re unable to provide any of the above can you please escalate this as a formal complaint
If we haven’t heard from you by COP 16th December we will assume that this case has been closed by yourself, at which pointe we will discuss further options with Ms ****.
If you have any questions please feel free to reach out to me directly.
Repose 16/12/2022
The resident is expecting a visit on Monday and Bromford have confirmed with us that they are dealing with the issue.
Update 19/12/2022
Bromford had arranged to attend the property on 19th December however nobody arrived, no contact was made, resident left without a reason or an update.
Email sent 21/12/2022
It was our understanding that M* ******* would receive a visit from a member of your team on 19th December. M* ****** (who works nights) waited up but nobody attended the property. This has caused further upset and concern.
Are you able to offer some insight into why this agreed visit did not happen?
Action - 03/01/2023
An engineer from Bromford has attended the property and has started to fully investigate the issues.