Chapter Two - Reporting and Escalation
In the intricate dance of business operations, communication serves as the lifeblood that sustains the rhythm. Within the context of the housing provider, the delicate coordination required to address and resolve issues—large and small—is paramount. Yet, as we delve into the this chapter, a symphony of miscommunication emerges, revealing an unsettling pattern that resonates through every level of the organisation.
The tales that unfold in this chapter unveil a series of issues that must be navigated in this our next stage of this arduous journey, a path from their inception to attempted resolution. We focus not only on the issues themselves but the journey they undertake, one marred by misunderstandings, contradictions, and unfulfilled promises.
At the heart of this narrative are the residents, including myself, who have sought resolution with a persistence matched only by the mounting frustration at encountering seemingly insurmountable barriers within the organisation. From the frontline customer service agents to the upper echelons, including the CEO, each step in the escalation process is marked by missteps and breakdowns that test the patience and trust of all involved.
These narratives, although not exhaustive, encapsulate a broader theme of communication breakdowns that extend internally and externally. The struggle to relay information between departments and to engage with customers underscores an organisational flaw that hinders effectiveness and trust-building. Flaws that prevail to this very day.
While the specific issues differ—ranging from security concerns to maintenance problems—the common thread of ineffective communication binds them together. The intent to escalate issues transforms into a disheartening dance, a symphony of miscommunication that echoes across email exchanges, phone calls, and unanswered inquiries.
Inadequate Door Security
Addressing security concerns within residential complexes is a fundamental responsibility of housing providers, ensuring the safety and peace of mind of their residents.
In the pursuit of a secure living environment, the Oxford residents highlighted the urgency of inadequate door security. In a plea for resolution, we approached our housing provider with our concerns, expecting swift and effective action to safeguard their well-being.
The journey to resolve the inadequate door security issue is captured in a series of emails and letters exchanged between the residents and the provider. Dated 26th August 2016, an email outlined the gravity of the situation, emphasising that the reported offences weren't due to residents allowing unauthorised access. This communication marked the first step in highlighting the pressing need for improved security measures.
In response to residents' concerns, the Head of Customer Services acknowledged the issue in an email dated 18th April 2019. This response acknowledged the weakening of magnets on doors, contributing to unauthorised entry. However, despite this recognition, a concrete solution remained elusive, leaving residents with ongoing security vulnerabilities.
The concern over inadequate door security reached the CEO. In a communication dated 19th September 2019, our CEO projected a target resolution date of mid-September for addressing the magnet issue. Despite this commitment from the CEO, the projected resolution date came and went without tangible results, fuelling residents' frustration.
Notably, not all members of the management team shared residents' urgency regarding the security concern. In a response on 17th November 2020, an interim Service Charge and Leasehold Manager (who has now been employed full time) stated that no repair was needed as the door was not technically broken. This response demonstrated a lack of alignment between management and residents' perspectives on the severity of the issue.
The prolonged struggle for adequate door security impacted not only residents' physical safety but also their trust in the housing association. The absence of a responsive and effective solution eroded residents' confidence in the providers commitment to their security and well-being.
The unresolved inadequate door security issue extended for over five years, despite acknowledgment from residents, local officials, and even police. This lengthy timeline underscored the housing association's challenges in promptly addressing issues that compromised residents' safety.
The Bin Stores
The issue of communal bin stores remains an ongoing challenge for the residents. Originating in 2019 and underscored during a resident meeting with the housing provider in February 2020, the necessity for robust solutions was emphasised, with a clear call for "metal doors" to secure the bin stores.
This concern was part of a broader complaint that had been raised through numerous emails and discussions. The central problem revolved around the adverse consequences of these open storage areas, contributing to a larger problem of anti-social behaviour. Local gangs and unauthorised dumpers took advantage of these exposed bin stores, resulting in considerable inconvenience and distress for the residents.
The gravity of the situation became evident when these bin stores were exploited for illicit purposes. Local gangs and individuals used them to hide drugs and weapons, evading detection during searches. A shocking discovery of a replica firearm concealed within the bin stores underscored the urgency of the matter.
In a written commitment dated September 26, 2020, the housing provider acknowledged the issue and committed to address it:
"Bin store doors: Awaiting delivery of replacement doors as they were found to be defective when they were going to be fitted.”
However, the subsequent actions of the housing provider diverged from the initial intent of addressing the concern comprehensively. Instead of opting for the recommended metal doors, wooden replacements were chosen. Unfortunately, these doors were ill-fitted, lacked proper locking mechanisms, and received only minimal attention in terms of finishing touches.
The story continued with a second iteration of the bin store doors. However, even this attempt did not meet the desired standards. The doors were sold to the residents, placing an additional financial burden on them. Moreover, these doors were inadequately sized, enabling easy access, and their locking mechanism proved ineffective. These gates remain undersized, lacked proper locking mechanisms, and frequently remained unlocked.
Despite multiple efforts, including the addition of mesh to deter unauthorised access, the problem remained unsolved. An official notice from the housing provider attempted to address the issue, but it became evident that a series of missteps had led to a strained relationship between the residents and the housing provider.
This prolonged ordeal exemplified the housing provider's challenges in effectively managing basic property management tasks. The residents found themselves grappling with persisting concerns and inconveniences, raising questions about the true cost of such mismanagement.
In November 2021, communication from the housing provider indicated a shift in responsibility. Residents were informed that they would be expected to lock the doors themselves, highlighting the frustrating reality that a more thoughtful approach could have avoided the ongoing issues altogether.
This ongoing struggle highlighted the challenges faced when housing providers fail to address simple issues promptly and effectively, leaving residents to bear the brunt of persistent problems.
Communication Breakdown
Christmas of 2021 offered a well-deserved opportunity for residents to enjoy time with loved ones. Amid a year marked by various challenges, the anticipation of an uninterrupted Christmas break was cherished. However, it seems that even during this festive period, the housing provider failed to ensure a smooth experience.
In a letter dated December 13th, the Fire Safety Manager of the housing provider, notified over forty residents that external engineers would be visiting on December 30th to address ongoing fire alarm system issues. Given the housing provider's track record of breaching fire standards during 2021, the decision to conduct essential health and safety investigations was crucial. As such, all residents ensured they were home in order to support our housing provider. The letter had stipulated that engineers needed access to all flats, urging the residents to be present to facilitate the investigation.
The appointed day arrived, but the engineers did not. On December 30th, no investigation took place. This discrepancy between the promise and the reality marked another breakdown in communication.
The housing provider has a history of poor communication, evident in the CEO's tendency to ignore customer voices and block social media interactions that challenge the organisation's image. A range of cost-effective communication methods could have been employed, such as emails, text blasts, or outbound calls, to inform and apologise to residents for the oversight.
An effective landlord would have maintained consistent updates and swiftly offered apologies for any disruptions. Moreover, an organisation with a functional Customer Relationship Management (CRM) system should surely efficiently manage both inbound and outbound communications and be able to provide an update when the appointment would be missed.
Basement Gate and Lost Notes
The choice of the term "reason" over "issue," "concern," or "complaint" is deliberate. Within any operation, things can occasionally falter, break down, or face issues. Such occurrences are inevitable and understood. In this case, a basement gate malfunctioned – a straightforward instance of something going awry. However, what distinguishes a mere "thing" from an "issue" is how it is addressed. The response, or lack thereof, shapes the narrative, propelling it from a minor incident to a cause for concern.
The tale begins with the reporting of a basement gate malfunction. The reported issue was cars trapped in the car park due to a failed motor.
An initial call to the housing provider yielded polite handling, yet it was evident that communication mishaps were already at play. Despite a previous email to our then Housing Officer (as confirmed by her response), no notes were recorded on the system. As such a promise for a call back was broken.
The inability to locate records extended beyond the initial call, reflecting systemic inefficiencies. A subsequent call mirrored the first – the agent once again struggled to find any existing notes. The absence of a well-organised system mandated the repetition of explanations, fuelling frustrations. This pattern of difficulty in locating records was indicative of broader data management issues, rather than the agent's fault.
Suddenly, multiple reports of the same faulty gate emerged. The agent's explanation attributed this confusion to looking in the wrong place, shedding light on training gaps. However, this failing persisted across interactions, including emails. The housing provider's own data team and agents struggled to locate calls and emails, underscoring a systemic shortcoming rather than individual inadequacy.
An attempt to manually open the gate was initiated by a resident, a resident desperate to go to work and not loose a days wages. An email notification updated the housing provider on this development and flagged a faulty fire alarm. Remarkably, notes remained elusive yet again for the agent who responded.
The frustration of disruptive concerns led to a tweet – a public cry for action via social media. The online outcry sparked a voicemail response, a begrudging yet necessary interaction. However, misinformation crept in, with false claims of an engineer removing the bolts. The breakdown of trust forced residents to question the veracity of communications.
Email exchanges persisted, revealing gaps in coordination between different representatives. The issue extended to another gate repair request and an ongoing reliance on a single expert within an outsourced contractor. The narrative evolved from a mere malfunction to a testament of communication inefficiency and unresponsiveness.
Conclusion
In our exploration of the escalation journey within the housing provider, we have traversed a landscape marked by twists, turns, and unexpected detours. The stories shared in this chapter, while specific to individual issues, collectively weave a cautionary tale about the formidable impact of communication breakdowns on an organisation's ability to address concerns effectively and maintain resident trust.
Several resounding lessons come to the forefront:
The Fragility of Trust - Trust between residents and the housing provider is a delicate bond that requires nurturing. The repeated breakdowns and contradictory messages erode this trust, leaving residents skeptical of the organisations intentions and capabilities. The housing provider must recognise the profound implications of their communication failures and strive to rebuild and strengthen these bonds.
Siloed Departments Yield Disarray - The inability to access past interactions and the lack of coordination between different departments demonstrate the pitfalls of a fragmented approach. Internal communication silos hinder progress and perpetuate confusion, leaving both residents and staff frustrated by the disjointed efforts.
The Power of Follow-Through - Promises made and agreements reached carry weight and significance. Failing to uphold these commitments erodes credibility and amplifies the disillusionment experienced by residents. Timely and consistent follow-through is essential to instilling confidence and demonstrating a genuine dedication to resolving issues.
A Call for Accountability - While the challenges may arise at various levels, accountability for communication gaps must be embraced at all tiers of the organisation. From frontline agents to senior leadership, each individual plays a role in the resident experience. Addressing these issues requires a collective commitment to improvement.
Technology as a Bridge - In an era of advanced technology, harnessing digital tools for effective communication cannot be overlooked. Integrated systems that facilitate tracking interactions and streamline information sharing can alleviate many of the frustrations encountered in these stories.
Embracing Empathy - Communication is not solely about the exchange of information; it's about fostering understanding and empathy. Residents seek to be heard and acknowledged, and a compassionate response can often mitigate the frustration that stems from issues themselves.
In conclusion, the chapter's tales underscore a pivotal truth: the journey from issue identification to resolution is far from linear. It is a multifaceted interaction, where effective communication is the adhesive that holds the process together. By addressing the breakdowns illuminated in these narratives, the housing provider has the opportunity to reimagine its approach to escalation and communication.
Through unity, transparency, and a shared commitment to growth, the organisation can evolve into a beacon of effective communication, thereby better serving its residents and enhancing the overall living experience.