Estate Complaints

Stair

Published: 12/07/2021

We are currently receiving a higher than normal volume of complaints, mostly about the condition of gardens and communal areas, and about the level of service our new stair cleaning contractor is providing.  

Our Housing Staff are still working from home and carrying out essential visits only though we have increased our presence outside on the estates. We are trying to resolve all the issues that have been reported but this is taking us longer than it would normally do, so please bear with us. 

Please know that if you report an issue, we make a record of it and will investigate the problem, but some of these matters may take time to resolve.  For example, if you report that your neighbour has an overgrown garden, we will take the matter seriously and will try to work with them to get the garden tidied, but this is not always as easy as it sounds and can take us weeks or months to sort out.  Similarly, if rubbish or items have been dumped in communal areas, staff will first contact tenants to try to find out who has done this before arranging the items to be lifted. Otherwise this means charging the costs of this work to everyone living in the stair rather than charging the person who actually did it.

Our new stair cleaning contract, which started on 1st April 2021, has generated quite a few complaints and we can only apologise for this; it is taking the new contractor a little time to adapt to our way of working.  Our Housing Manager has recently met with the contractor to discuss all of your concerns and we have been assured that your complaints will be properly rectified and the service improved.  Though this is a very basic cleaning service we do expect a good level of service from our contractor and we will be monitoring this contract very closely in the coming months.

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