Following the recent media coverage of Consensus Business Group / Peverel, an apology was issued on the 19 November and is documented below:-

You may have seen a report on BBC Breakfast News this morning about service charge costs in retirement properties that we look after.  The report was in some parts accurate but in other regards it was not balanced.

I will be writing to every development very soon to set out the company’s replies to the unbalanced allegations in the programme but there is something far more urgent that I want to say.

In the televised reports this morning a representative from the Consensus Business Group made some fair points but two comments caused me considerable concern:-

1. In trying to clarify the number of people who were dissatisfied with elements of the service charge he referred to them as “a small group of serial complainants”.Now, it may well be that a relatively small number of people are complaining direct to Consensus Business Group but that doesn’t matter.  If even one person complains about something that we do then that is enough for us to want to listen and do something about it so perhaps we are not very good about doing the listening
2. The spokesman then, in attempting to point out that age does not make someone incapable of dealing with their financial affairs used derogatory words.  I do not intend to repeat those words here.Now, I know what the representative was trying to put across but frankly, it didn’t work.  His comments were well intentioned but his words cam across as offensive and patronising.

I am personally very upset about this, as is the Consensus Business Group spokesman.

The people who work with me in Peverel are loyal, dedicated and immensely respectful of you our customer.  The fact that you may be a little older is neither here nor there and the moment anyone in my team starts to think otherwise then we should send them packing.

I apologise for any offence that may have been cause to you.

If you want to speak with me about this then please phone me on 01425 632 241 or write to me at Keith Edgar, Managing Director, Retirement Division, Queensway House, 11 Queensway, New Milton, BH25 5NR.

I may get a good number of calls!  I cannot guarantee to talk to you straight away but will get back to you.

Kind Regards

Keith Edgar
Managing Director
Retirement Division

The apology of Mr Edgar is nothing short than many expected.

However, it is clear that Peverel are missing the point that the over charging, lack of services are not only applicable to the ‘Retirement Home Division’ of Peverel – but also to all Leaseholder / Freehold owners, whom Peverel / Consensus Business Group are responsible for the Property Management.

Mr Edgar commented that when a complaint is made, it is a reason to get something done. These words are too little too late as far as we are concerned.

Everyone who has contributed to the Carlex and TheTruthAboutSolitaire websites, are proof that complaints have been going unanswered – therefore, making Mr Edgar’s comments rather contradictory, as to why we should believe that our complaints will now be listened too??

We believe that Mr Edgar / CBG, are actually far more concerned that the recent events have provoked an increased in RTM’s – which inturns, results in even more potential losses in revenue. 

In addition to this issue, I think they are also very worried that any complaints to bodies suchas ARMA, will surely be listened too with much more interest than previously and more likely the decision will be made in favour of the homeowner/leaseholder, rather than previously that of the CBG property manager..

Unfortunately for CBG, the damage caused by Mr Rapley’s comments are likely to be irreversible – afterall, who will take them seriously now? I would not expect developers will want to be associated with them!

Mr Rapley’s comments demonstrated the lack of respect that CBG have for their clients (despite Mr Edgar’s claims), which only encourages residents to get together and fight back – something that CBG / Peverel have in the past have been easily able to surpress / threaten / apply scare tactics.

All good things come to an end and hopefully for the CBG – that is now about to happen.

Carlex’s website states that they are looking forward to reading with interest the ‘unbalanced allegations’ and that Consensus Business Group / Peverel are now also holding House Manager’s briefing sessions to discuss how to stop the RTM movement which is growing inexorably throughout their residences, 147 of which are now harbouring members of Carlex.

Keep up the fight CARLEX for Retirement Home Owners and TheTruthAboutSoltiaire will also continue to fight for Leaseholders / Freeholders – whom are also ripped off by CBG companies!