A reply from ARMA!
By admin | March 9th, 2009 | Category: Past Articles | 8 commentsWe copied ARMA into our recent report so that they were aware of issues with Solitaire Property Management / Peverel Group.
Today – almost two months later I have received a reply from them, although – it’s not exactly an informative response.
Your email dated 19 January 2009 to info@arma.org.uk and the
“TruthaboutSolitaire” website was considered by our Practice
Committee at their last meeting. You will, we are sure, appreciate
that it is not only wholly inappropriate but impossible to respond to
any anonymous, unsubstantiated and unidentifiable complaint. If you
would care to provide us with details of the complaint you had
submitted, we would be in a position to follow the procedures we
apply to our members (and by which they have to abide) – we may then
be able to provide a more substantive response. Any suggestion we
“fail to act” is wholly without substance.We are unaware of the date of your complaint but, for the avoidance
of doubt, attach a copy of our complaints procedure – this particular
version came into force in May 2008 and includes provision for
Independent Adjudication. ARMA does not have statutory powers as you,
and indeed we, would wish. ARMA has been for some 10 years, and
continues to be, in the forefront of attempting to persuade
Government to regulate the sector - there appears, however, to be
very little motivation within the corridors of power to make this
happen.We pride ourselves on being independent of influence from any member
or group of members, be they large or small, and there is no
question of ARMA being “influenced” by any one member’s corporate
representative. Complaints about Solitaire are dealt with in an even
handed way and hopefully resolved to the satisfaction of those
concerned.”Geraldine Shortall, FIRPM
Technical Support
The most comical part of the reply is the “Complaints about Solitaire are dealt with in an even handed way”. I for one as a resident have copied ARMA into correspondence dating back nearly 4 years and this is the first time a reply has been received!
Oh to have been a fly on the wall at the recent meeting
It just goes to show that us residents are on our own as our original developers don’t help, Solitaire don’t respond, ARMA don’t want to know about our complaints… No wonder Lee Middleburgh and all his cronies at Peverel and Solitaire are laughing at us, because they know they can get away with it, without any legal threats!
This doesn’t surprise me, I also gave up with ARMA, their procedures are archaic and not coustomer-focussed. Even when I was able to prove that Solitaire had not dealt with my complaint within the timescales their own complaints procedure specified, and then not within the ARMA one either, all they did was ask me to fill out another form which I refused to do – they already had all the copies of correspondence so can get all the information from these. I felt they were stalling & not interested.
Ms Shortall dealt with my complaint too and her responses were always terse & not customer-friendly.
I dont think this organisation is at all interested in customers, but are there to protect their members (i.e the likes of Solitaire), who must pay a fee to belong to them…..hence the bias.
I agree that our efforts are probably best focussed on pressing our MPs to raise the unfairness of the current legislation which allows Soltaire to operate at will, and charge what they like, changed as quickly as possible. As the current banking crisis proves, regualation doesnt work either – you need the law changed not some quango full of highly paid executives who dont truly police their industry. In addition I am interested in the idea of the RTM, and how we all might help eachother set one up for each of our developments, perhaps all at the same time, that should get Solitaire’s attention!!
BTW Anthea Moors appears to have gone underground (as they all do eventually) as has Margaret Chapman.
I guess most of Barratts buildings are using Solitaire as its management agent, including the new developments in the Canada Water area? I am sure any potential buyers will think twice about buying any Barratt’s properties if they knew of the standard of building management, the excessive charges and frustration of dealing with Solitaire. I am not sure of the arrangement and the motivation behind Barratt’s selection of Solitaire as its agent but can we approach the freeholder and put pressure on them to appoint an alternative agent? Surely being able to bring in the cash from these new blocks will be of higher priority than keeping Soliatire to them? Thoughts??
If over 50% of the leaseholders petition the landlord to change the mangaing agent they’re obliged to do so. I know that Barrats Mercia are reviewing their ties with Solitaire following the debacles on our developement and other sites in the Midlands. Failing that, if over 50% of the leaseholders get together to form their own Right To Manage company, you can then assume control of the management of the property yourselves, appointing a property manager of your own choice, answerable to you. There are certain costs involved but it’s worth it, as the above response from ARMA demonstrates. Solitaire only look out for themselves; there’s no-one out there to look after us; so take action look after yourselves.
I have just had the best news in a long time. Our housing company have decided that they will not renew Solitaire’s contract this year & they will be bringing our management in-house.
I am so happy I don’t know what to do with myself, was worried we’d be stuck with them forever.
I’m glad someone has put together this website. I’ve also had frustrations with Solitaire with regards our Barratt’s development in Hertfordshire. My main gripe has been
1. The significant increase in our maintenance/landscaping charges from £3,000 to ~£50,000 in two years, and when challenged due to the poor condition of the estate, get no replies.
2. Poor communication – numerous letters and Emails over the past 4 years, and only a single reply stating that they will get back to me.
3. Poor management of the estate.
Friends of ours on the estate have been in contact with ARMA with these issues around maintenance charges, but as has been mentioned, they try to be even handed. Solitaire’s response was to allow our friends to forgo the latest charges. How fair is that to the rest of the estate?
I do hope that Barratt’s considers not renewing the contract. As a lot of the properties on the development are buy-to let properties, getting hold of the addresses of 50% of the owners to form our Right to Manage company will be difficult. Anyone has suggestions?
How on earth can ARMA be independant and objective when their members pay to belong to them? Ridiculous.
My story is much like everyone else’s here, Solitaire have proved themselves to be t***ves and v****ans time and time again. As such the other residents and myself wish to change management company. As I understand we can do this on our own provided the right percentage agree to it, but may have to give Solitaire notice to do so. Does anyone have any information on this? Do we have to give Solitaire notice? If so, how long for? Do we have to get the agreement of the property landlord?
Many thanks in advance.
For information on RTM Right to Manage I suggest you look at the “LEASE” website at http://www.lease-advice.org/rtmframe.htm which explains all about it. BUT as a practical tip, don’t be in too much of a hurry to give notice to Solitaire i.e. make sure service charge funds and accounts which reconcile to them are provided to your satisfaction before terminating. From a real world point of view, once you are no longer in contractual relationship with them it will be almost IMPOSSIBLE to get responses, information, money out of them whatever your rights in the matter. While there is still a contract in place you can pursue them in law under it and through the LVT system.
Having watched the Watchdog program last night and the interview with ARMA, it reminded me of this post that was written following a reply from ARMA.
Doesn’t it sound familiar to what Andrew McKeen said last night!
Why do I think of the phrase “about as useful as a chocolate teapot” when ARMA come to mind??