Many thanks Andy.

Peter and Janice McKain

We made every effort to advise Solitaire about the change in ownership of our flat (end of June 09), but were either ignored or had to listen to Solitaire blaming E&M, E&M blaming Solitaire, and both blaming our Solicitors.

Only we were proactive in trying to resolve this. As far back as October we were asking for a statement of account to be sent to our home address.

The summary:

14 contacts to Solitaire, 7 were ignored.

No response to a Formal Complaint

Numerous requests for Solitaire to confirm they had our address correctly recorded went unanswered.

We were told by a member of Solitaire staff that we do not own the property – three weeks after the Senior Property Manager from Solitaire stated “our records have now been updated to show you as the registered owner.”

We finally received a Statement dated 10th December. It arrived on 14th December and we sent a cheque on 16th December.

On 18th December, we received a “Notice Before Legal Proceedings” dated 14th December from Peverel OM. This advised us that “despite previous reminders” our account remains outstanding”, and we are obliged to pay an additional charge of £50. We think 4 days is a little over-zealous?

All we are looking for is for someone to do their job properly. We have e-mailed Andy and hope things will be resolved asap. If not then we will be happy to update.

Peter and Janice McKain

Thank you for your email

I have spoken with your Property Manager who has informed me that there was a power cut and, unfortunately, the generator did not automatically turn back on afterwards – something we have taken up with Barratt and are dealing with. When the power did come back on there was a huge surge and the water pump fuses blew. Engineers were called as soon as we were aware of the problem. We arranged bottled water via the concierge staff and a letter (body of the letter is below*)was sent out to all residents.

*Dear Sir/Madam

Re: Water Booster Pump Failure

We write with reference to the failure of the water booster pump which occurred following a power cut which affected the whole development. We apologise for any inconvenience that may have been caused to you, if you were affected by this.

It appears that after the power had been restored to the development the resulting surge had blown several of the fuses within these pumps causing them to fail.

Please be assured that these have now been replaced and we will continue to carry out investigations, with the assistance of Barratt Homes, in order to ensure that this situation does not occur again.

We hope that you find the above in order, however, should you require any further assistance, please do not hesitate to contact us.”

From what we have been told by Barratt a representative was on site throughout the day. Our engineers attended and new fuses were ordered by Barratt directly from their local contractor on the same day. All water was restored by the end of the day. I hope this goes some way to assure you that we did the best we could in the situation.

Thanks

Andy

Solitaire Online Feedback Manager

Thank you Admin for putting hours to prepare it for our benefit.

Carole, I would ask them immediately to supply you with a copy of the of the recorded delivery receipt from the post office which will have recorded delivery number, which date the keys were posted, from which post office and the full address it was sent to.

In that way Peverel are in position to prove that they have sent it or they must most you a new key fob.

I appreciate it is difficult when you are renting out. I have problem since December 2006. In my opinion Peverel are incompetent and negligent company. 40 hours is not that much in comparison to my disabled tenant, who went without shower for one month.

If you like put my name Nicky Vogg in Google to read about me.