Yes Mr Hughes did contact me after the customer service lady said I should follow up with the complaints procedure if I recieved no answer.
And after all the hassle of trying to get in contact I can say Mr Hughes was genuinely helpful which begs the question if you sorted out response times then people may not get so angry and I still find it astounding that you say your agents are now field based.

Why do you not gain some respect and let the tennants know when your managers are visiting so all issues can be addressed. Yes it may get a little heated but once contact has been made face to face things always flow a little easier.
All this does not take away the fact that Solitaire is very expensive and as We requested at our development that you should use local contractors who are respected and trust worthy.
Thankfully we are able to step away from this next month because you must surely realise that in any other INDEPENTALLY REGULATED industry you would cease to trade because people would CHOOSE not to employ you.

As soon as I saw you posting I got in touch with the Solitaire team. I understand that our Property Manager did call you on Tuesday October 20th but was only able to leave a message on your answerphone. When you called Solitaire the following morning you said you had received the message and asked if the Property Manger could call you back – which he did the same day and you had a positive conversation.

I understand that you requested copies of current insurance certificates and electricity invoices which the Property Manager has confirmed that he will obtain for you.

If you have a look at my postings elsewhere on this site we have written to all Solitaire customers updating them on our progress in improving our service. In view of the postal strike if you need my help again please feel free to contact me directly via andy.solitairepm@peverel.co.uk.

Many thanks

Andy

Solitaire Online Feedback Manager

And it has not done an ounce of good. Please do not try to talk around the issue when you answer.
As above my name is Jonathan Dyson and I am a resident of Old School Court in Eaton Bray Bedfordshire. I have been trying to contact my manager a Mr Hughes for weeks now, he has my mobile, work and home number. He has my e mail address and I am sick of asking via your “super efficient” customer service line for him to answer the questions I have put to him.
I called again today and the lady operator said he would call today and if he did not she would start the complaints procedure. Why should I have to continually phone, write and e mail Mr Hughes, has he absconded with Solitaires hard earned money or does he exist?
And what will his punishment be, a pat on the back?
I am sure you will take the matter very seriously indeed, don’t make me laugh.
I suppose he must exist because we are due to take over the development on 25 November and after sending a legally backed letter he was advised by his area manager to stop the debt collection agency Marstons harrassing tennants when there is excess of £14000 in the account to cover any costs upto this date.
But Andy he still does not answer on several issues We WANT RESOLVING AS WE ARE STILL PAYING THE MANAGEMENT FEE.
WE AMONGST OTHER THINGS LISTED, CALLED ABOUT AND E MAILED WANT
COPY OF INSURANCE
COPY OF UP TO DATE ELECTRICITY BILL AND SUPPLIER
GARDENERS NAME AND ADDRESS
DATE FOR OUR CHARTERED ACCOUNTANT TO ACCESS ACCOUNTS
I could go on but I am slowly turning green like the hulk.
So in Solitaires new found feelings of love and happiness for all they nuturingly manage can you ask this caring sharing Mr Hughes to contact me as soon as possible and remind him that until the 25 November he still has responsibilty to Old School Court. ARRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRGGGGGGGGGGGGGGGGGGGGGHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHH!!!!!!!

Admin made me smile this morning with his posting! No I’m not Laura – she works for Peverel Retirement and is responding to people who post on the Age Concern forum. Like me she is simply offering to help and resolve any issues or concerns that anyone has.

The latest news on the Royal Mail situation prompts me to remind everyone of a posting I made on October 7th on a previous thread. It contains important information about Solitaire so I post it again in case people haven’t seen it before.

“SOLITAIRE UPDATE – LETTER TO ALL CUSTOMERS

When I first posted on this site I made a promise to update everyone on the latest changes at Solitaire.

Over the next four weeks a letter is going out to all customers to let them know of three important changes at Solitaire:

New Dedicated Customer Website – Your Property Online
Launched today via the Solitaire website http://www.solitairepm.co.uk Your Property Online allows customers online access to information specific to their development such as service charge estimates, year end accounts etc., as well as allowing make payments online. This service has been extremely successful since its launch in Peverel OM over two years ago and I am sure everyone who registers will find it equally useful.

Full details will be contained in the letter and accompanying information card. In the meantime you can visit the Solitaire website, click on the Your Property Online button to view a demo movie that will explain how the system works. All you need to register on the website is your 11 digit Customer Account number – it’s always starts with 8 – plus your name and address. You’ll then be sent a security password via letter. That’s all there is to it.

Even tenants of Solitaire property owners can register for limited access to general information about their development. Initially not all documentation will be available but as the weeks go by customers will see more development specific news and information appearing on the site.

If anyone has any questions about Your Property Online please post and I will try to answer them.

And I can confirm that the service is provided at no extra cost to customers.

New Property Management IT System
The transfer of data relating to Solitaire developments to a new IT system is complete, allowing the company to estimate, commit and report on expenditure more efficiently than has been the case in the past. We are now carrying out an intensive period of review and audit for every development, correcting errors and anomalies where they are identified.

Closure of Barnet Office in November
Now that we have field based property managers in Solitaire and many of the Solitaire support functions have transferred to Luton, the office space in Barnet is now too large for the remaining Solitaire staff.

The Barnet office is therefore closing in November and the Customer Services team will move to Luton. The Customer Services telephone number 0845 345 790 (lo-call) and email address details will still be the same.

Some contributors on this site have said that they couldn’t get through to our Customer Services team recently. One of the benefits of moving to Luton is that we will be able improve how we handle sudden surges in telephone calls particularly when staff absence due to sickness and holidays have an impact on the team when based in Barnet.”

Already hundreds of Solitaire customers have registered for the ‘Your Property Online’ service. Our letters containing their security passwords are being sent out on a daily basis but, like everyone, we don’t know what will happen with the Royal Mail later this week.

If anyone has any questions about the new Solitaire ‘Your Property Online’ service please let me know.

Many thanks

Andy

Solitaire Online Feedback Manager