Chapter One - Exploring the Issues
Nestled within the walls of a residential block of flats meant to provide comfort and tranquility, a sense of unease and discontent had taken root. What was once envisioned as a sanctuary was gradually giving way to a series of unresolved issues that eroded the very essence of security and well-being that any home should provide.
The growing divide between the residents and their housing provider began as a whisper of dissatisfaction and grew into a chorus of grievances echoing through the hallways and reverberating within the hearts of each tenant. In this chapter, I share my experiences, laying bare the mounting frustration and the turning point that compelled us to demand action.
Let’s Report It!
"I like to listen. I have learned a great deal from listening carefully. Most people never listen."
Ernest Hemingway, Author and Journalist
My journey into this conflict began with a simple email—a missive that was the result of mounting issues that couldn't be ignored any longer. These issues spanned from malfunctioning facilities to public health hazards, and even instances of reported criminal activity. My initial email was an attempt to address these concerns with our housing providers customer service team. Little did I know that this would be the first step in a protracted struggle for resolution.
My correspondence began with the persistent problem of the lift repairs, a situation that had persisted since November 2018. The delay in resolving this issue was met with a response that was difficult for me to believe: a delay due to a "report being put together." My incredulity was evident as I questioned why it had taken so long to initiate the much-needed repairs and raised concerns about the integrity of their internal reporting processes.
The narrative continued with the chronicle of a major water leak that had infiltrated the basement car park. Despite my email, complete with visual evidence, it seemed that my concerns were falling on deaf ears. The response indicated that the issue had been acknowledged, yet there was no definite timeline for resolution. My mounting frustration was palpable as I outlined the ongoing hazards posed by the water leak, including damage to electrical equipment and potential health risks.
A representative of the customer service team, became a focal point of my interactions. Her vague assurances of an impending engineer's visit clashed with the revelation that the contractor responsible for repairs would act sometime within a 28-day window. This meant that the property would remain compromised despite the continuous water flow having been reported. My frustration reached its zenith, and I felt compelled to involve Thames Water to underscore the seriousness of the situation.
The problems extended beyond physical disrepair to a growing sense of insecurity. I addressed the matter of anti-social behaviour, describing incidents of trespassers entering the building, engaging in illicit activities, and displaying hostility towards residents. The initial security breach was attributed to a lapse in access control, however this would later be proven incorrect further emphasising the negligence of the housing provider.
My frustration peaked when I outlined their reluctance to share CCTV footage with the police. Faced with this void, residents took it upon themselves to photograph intruders, displaying these images throughout the corridors as a testament to our determination to safeguard our living environment.
My correspondence also shed light on the shortcomings of the customer service team's communication and responsiveness. Despite my willingness to collaborate towards resolution, their updates were inadequate and their capacity to address concerns seemed insufficient. My desperation for progress was evident as I recounted my conversation with the provider, where even the most basic gesture of providing updates seemed elusive.
As my email concluded, a plea for substantive action and proactive resolution was unmistakable. My words conveyed a frustration rooted in genuine concern, tempered with an earnest desire for improvement. My commitment to sharing the email and ensuing responses with all residents underscored my determination to rally the community and evoke change.
This email thread encapsulated the myriad challenges experienced by the residents, my neigbours. From malfunctioning amenities to outright security breaches, our living environment was deteriorating while our pleas for intervention seemed to vanish into thin air. This narrative highlighted not only the tangible problems but also the emotional turmoil and growing resentment that accompanied them. Our collective concerns became a microcosm of a broader issue: the responsibility of housing providers to fulfil their obligations and uphold the sanctity of the spaces they oversee.
Let’s Escalate!
"Most people spend more time and energy going around problems than in trying to solve them."
Henry Ford, Founder Ford Motor Company
Given the circumstances, it shouldn't come as a shock to discover that the email correspondence between the customer service team and myself eventually reached the desks of the senior leadership team, including notable figures like Robin Bailey, and other members of their board. The communication extended to include representatives from Oxfordshire County Council as well. Below is the initial email I sent to the Housing Association, with their senior leadership team copied for reference.
From: Ben Jenkins
Subject: RE: Ongoing Service Issue *******
Date: 17 April 2019 at 10:40:10 BST
Hello *****,
Following on from our email exchange I feel the need to again raise the following ongoing issues. These range from service issues, public health short fallings, and reported ongoing criminal activity.
Issue One - Lift Repairs
Thank you for you email regarding the ongoing delays with the service and repairs to the lift at the above mentioned property
Good afternoon Mr Jenkins,
I apologise for the delay with this repair. It seems the delay was caused by the report being put together, I can now confirm this has been received and the required parts are now on order.
If you require any further assistance please let me know.
Kind regards,
Dan *******
This itself has caused alarm as this issue was first reported by myself and other residents in November 2018, and repeatedly throughout 2019. I would certainly like to understand how this report is only now being put together, and what safe guarding has been put in place to ensure that errors in the creation of your internal reports don’t continue going-forward.
Issue Two - Major Water Leak
Last Thursday I reported the burst pipe in the basement car park to your customer service desk as well as sending photos and a video.
Good afternoon Mr Jenkins,
Thank you for your email. Looking on our system it seems this job has been raised this morning. I have added the pictures and videos to the job for reference.
If this information is incorrect or if you require any further assistance please let me know
Kind regards,
Dan ******
This has still not been repaired and water continues to flow causing numerous health and safety issues, not least the soaking of electrical equipment.
I called again on Monday and spoke with Maddie who seemed rather irked that I dare ask for an update, she then assured me (during a call recorded by yourselves) that an engineer would be attending either later that afternoon or the following day (Tuesday 16th April). I have again called your customer service team this morning and spoke with Maddie who has now informed me that this has been raised, however it is up to your contractor to arrange a visit at his/her connivance sometime within the next 28 working days. When pushed for further clarification I was told that the contractor is awaiting a response from ********** at Greensquare.
Water has now been leaking for six full days yet this is still pending approval.
I have this morning raised this as a concern with Thames Water - REF 101 733 7634
It is also noteworthy to add that a continued leak last year was left un-repaired for many months and we the residents suspect that this has caused the issue with the lift, rather than it 'being old' as I was told by your team.
Issue Three - Anti-social behaviour and forced entry
We have had continued incidents of anti-social behaviour by trespassers forcing entry into the building, smoking Marijuana, leaving rubbish, and being abusive to residents when challenged and asked to leave. Entrance was initially possible due to the Trade Button allowing access 24 hours a day, possibly an oversight since the decorators where here. I am please to inform you that ******* ***** has sent an engineer (16th April) who has further secured the doors to the property.
Myself and other residents have also raised this with Thames Vally Police. I have been told by your service desk that Greensquare will only share CCTV footage with the police, we have now photographed these intruders ourselves and have posted photos of them throughout the corridors. Any further assistance you can offer to secure and protect the property, its residents, and our belongings would be greatly appreciated.
Issue Four - Lack of communication and action from Service Desk
There is a general frustration by the lack of updates provided by your customer service team who (although perfectly curtious a majority of the time) seem unable or unwilling to provide any updates to concerns raised. I discussed this with ***** on Friday 12th April and have just received a voicemail from her informing me that this isn’t possible. Whilst I understand updating all residents of ongoing issues isn’t warranted perhaps (and if nothing else out of politeness) you should update the person who raised the issues, especially when considering that Greensquare seem unable to correctly create work orders, track internal progress, nor arrange/authorise repairs.
In Summary
As a service provider with obligations to your residents, Oxford County Council, the community at large, as well as the agreement to maintain and upkeep buildings in your portfolio I (and other residents) would appreciate a response to the issues raised in this email, and how us as residents can better support Greensquare in order for Greensquare to better support us, as it is clear that there is a barrier to achieving Robin Bailey’s goal of working for an association focused on helping to provide solutions to the country's housing challenges. I would certainly like to see his previous proven track record and strong customer ethos put to good practice in addressing these issues going forward.
I will share this email and your responses with all residents of ************* until a procedure can be implanted that allows Greensquare to effectively communicate going forward.
I look forward to hearing from yourselves.
Kind Regards
Ben Jenkins
Regrettably, there was no response forthcoming from anyone at Oxfordshire County Council. Their reluctance to engage hints at a potential situation that I'm still not entirely convinced isn't underpinned by some form of Faustian Pact.
Putting aside external factors, my stance remains clear, when faced with unsatisfactory responses, applying pressure from the upper echelons becomes imperative. It's a method that at the very least elicits a reaction, and that's exactly what happened in this case.
In fact, it's an understatement to say that there was a sudden transformation in the level of care and attention I received. With the advantage of hindsight, I can attest that what seemed like earnest concern was perhaps a smokescreen to momentarily appease me or at best a promise they just could delver on.
Within a matter of days, I had my first contact was with the then Customer Service Manager. It was evident that measures were being taken.
From: Customer Service Manager.
Sent: 18 April 2019 18:50
To: Ben
Subject: RE: Ongoing Service Issue ******
Hi Ben
Thanks again for your time earlier. As I said then I’m pleased I was able to speak to you not only to give you an update on the actions we’ve taken today, but to more importantly say sorry.
The service you and your neighbours have received in relation to most of the aspects of your complaint has fallen short of what you should be able to expect from us. I’m disappointed we put you in a position where you felt the only way you could be heard is to bring your complaint to the attention of board, committee members and our executive team. I’m confident what we can learn from the issues you’ve raised will help ensure you don’t find yourself in a position where you feel the need to have to do this again
I promised you a summary by email of what we discussed on the phone which is as follows:
Lift Repairs – The authorisation for the parts needed to repair the lift has been given and they are now on order. We’ve been advised they’ll be available to fit in up to five weeks time. Temple Lifts will visit ********* to carry out the repair once they have been delivered. They will need to be on site for two weeks fitting and commissioning; I found this out after we spoke. In the meantime a notice will be displayed in the block from Tuesday advising customers of the update and directing them to the other available lift.
Water Leak – This has been stopped today. A valve replacement is required and a quote is being sent for this next week along with a full report outlining the issues. We will use this to conduct a full investigation into the repair that was needed and the processes we have in place to respond to a repair of this type. We will endeavour to do this next week as well and as a result ensure our processes are fit for purpose to avoid similar delays in the future.
Antisocial behaviour and forced entry – The immediate issues with the door entry system have been resolved. We’ve asked our Service Charge and Leasehold Manager to investigate whether further works are required together with the anti social behaviour issues you’ve raised. They will be back in the office on Tuesday.
Customer Service – Having listened to the calls made from and to you in relation to these issues we’ve found one where the officer’s tone could have been better and this will be fedback to them. From our initial investigation it’s clear communication, ownership and record keeping in relation to the repairs issues in this complaint should and could have been better. The combination of these issues has made it difficult for the contact centre to help you and other customers living at *********** when you’ve have been contacting us for updates.
As well as giving you regular updates as and when I have them I’ll ensure a full investigation is carried out next week to determine what lessons we can learn from all aspects of your complaint Ben. I’ll also prepare a response in relation to the issues you’ve raised which have impacted your neighbours and get this sent out to them.
If there is anything you want to ask or need in the meantime please let me know. Otherwise I hope you have a lovely bank holiday weekend and get to make the most of the sunshine.
Best regards
Customer Service Manager.
Action Taken, Confidence Restored?
“It is the neglect of timely repair that makes rebuilding necessary.”
Richard Whately; English academic, rhetorician, logician, philosopher, economist, and theologian
In that moment, I genuinely believed it had been. I assumed that given their collection of service charges from all forty-three flats, they would possess the financial resources, expertise, willingness, and capability to address the litany of issues I'd raised. Unfortunately, this optimism was misplaced – this proved to be merely the tip of a much larger and more insidious iceberg.
Issues continued to arise, only to be met with a cycle of notification, neglect, pursuit, further neglect, and sometimes a fleeting resolution. However, more often than not, the responses served only to deepen our apprehensions regarding the housing association's competence.
Among the myriad problems were the persistent inability to replace and install bin store doors, malfunctioning CCTV cameras that were installed without consideration for the necessity of a broadband connection, faulty immersion heaters, and windows and doors that refused to shut. Repeated problems also plagued the basement gate. Yet, amid this myriad, one issue stood out above all – an enduring incapacity for the landlord to effectively communicate with its own residents.
Questions that should be considered
Given the initial point of contact, what might have been the potential cost of promptly addressing and resolving these issues?
Considering the nature of the issues raised by the residents, do you find their requests for resolution to be unreasonable?
Reflecting on the incidents mentioned, how many potential concerns related to training and process efficiency might have remained unnoticed if not for this escalation?
In light of the fact that escalation brings attention to training gaps and issues, why would any responsible provider seek to limit or discourage this process?
What alternative approaches could have been taken to navigate past the initial difficulties in addressing these concerns, aside from the method of escalation described in the narrative?
In what ways could the housing provider have improved their communication to keep residents informed about the progress of repairs and resolutions?
Considering the range of issues mentioned, what steps do you believe a responsible housing provider should take to maintain the safety, security, and overall well-being of their residents?
How important is transparency in the communication between a housing provider and its residents, especially when dealing with issues that impact daily life and safety?
How does collective action like sharing information and experiences among residents contribute to change?
How long do you think it should take to resolve threes issues, and should there be the need for a full complaint and further escalation to the Housing Ombudsman?