Just to update everyone that our contractor removed the damaged door hinges from the redundant bin stores as planned early this week. Again we apologise to A N Onymous for the delay in resolving this issue.

Thanks,

Andy

Solitaire Online Feedback Manager

Those that can do, those that can’t MANAGE.

There are no excuses that can be made for the failure of our local Property Management team in the South West of England to follow up on the specific repair issues that were raised by ‘A N Onymous’ in October. We apologise unreservedly to A N Onymous for the unacceptable delay.

In addition, I would like it to be absolutely clear that these are not the standards that we as a company work to, nor is this a reflection of the new management standards introduced throughout the Solitaire business.

Following your posting I alerted the Managing Director (Operations) and I can now confirm that:

1.This week a contractor visited the development and several ‘Private Property – No Parking’ signs were replaced with new signs – including the example shown in the photograph. Minor repairs to the roof tiles of one block were also completed at the same time.

2.Early next week the contractor will be re-visiting to remove the damaged door hinges from the now redundant bin stores. As the bin stores were built prior to the introduction of larger rubbish collection bins by the local authority, they are no longer used for the purpose they were designed for. Replacing them with larger stores to accommodate the new local authority bins would require major works that all residents would have to agree to. ‘A N Onymous’, please clarify that this is what you are referring to in your second point.

3.One outstanding issue remains at this development, and this is the cracked and bowing wall on the right hand side of the garages outside block 26-29. One quote has been already obtained for its repair, but a further quotation is being sought before a contract is placed.

Admin – although in my October posting I suggested that ‘A N Onymous’ – or any other concerned resident at this development – might wish to use our Customer Complaints Procedure (available as a download from our website http://www.solitairepm.co.uk) and make a formal complaint, neither ‘A N Onymous’ nor any other resident at their development, has done so.

As ‘A N Onymous’ has genuine grounds to make a formal complaint, if they wish to pursue the matter under Stage 2 of our Complaints Procedure we would ask that they write to our Managing Director (Operations) at:

The Managing Director (Operations)
Solitaire Property Management
Marlborough House
Wigmore Place
Wigmore Lane
Luton, Beds
LU2 9EX

Or they can email us via my direct email address if that is easier: andy.solitairepm@peverel.co.uk

I will continue to keep you all updated on this development.

Thanks,

Andy

Solitaire Online Feedback Manager

“Now it may 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”

What is going wrong? Is that statement is only applicable for old dears in the retirement homes who are serial complainer (dribbling geriatric) but can not be extended to us all?

I too await a further response from “Andy” on why the long-since highlighted (and documented – publicly) issues at this particular development are STILL not resolved. I have no connection with this particular development (apart from also being a Solitaire customer), but the reasons (excuses?) for this total failure to provide maintenance could well be of interest to us all…..

Still though if this is Solitaire’s SENIOR Management that can’t see the obvious that’s right in front of their eyes then what hope do we really have with Solitaire as a company to manage our HOMES!? Also if Solitaire can’t even manage something as simple as this then what really is the point of going through their official “Customer Complaints Procedure”?? Andy?!

Will Solitaire now admit their ineptitude? And will ‘A N Onymous’ and his fellow residents be getting any of their money back for it?! Andy?