All Residents, Central Heating, Communal Services, Hot Water

Hot Water Problems on the Curnock Estate – UPDATED 21-02-2012 at 13:00

Hot Water ProblemsIn the last couple of months the residents of the Curnock Estate experiencing problems with the hot water temperature which is normally below the required 37 Celsius degrees during the day.

The residents also reporting low water pressure.

We asked Mr John Wheatman on 30th January 2012 to provide us some information regarding the reasons for those problems. He has not come back to us yet.

More information below.


UPDATES


On 30-01-2012 at 11:50am, we sent the following email to Mr John Wheatman:


To: John.Wheatman@camden.gov.uk
Cc: curnocktra@yahoo.co.uk , Richard.Michael@camden.gov.uk , john.stow@camden.gov.uk , Roger.Robinson@camden.gov.uk , Stuart.Dilley@camden.gov.uk , Valdrin.Rexha@Camden.gov.uk , Martin.Fox@camden.gov.uk , Peter.Brayshaw@camden.gov.uk , jane.knight@blueyonder.co.uk , koonalshah@gmail.com , Barry.Betts@camden.gov.uk , Samata.Khatoon@camden.gov.uk
Subject: Lack of Hot Water and Hot Water Pressure

Dear Mr Wheatman,

In the last couple of months I am experiencing the following:

1) The hot water temperature is OK (47 degrees of Celsius) in the early morning around 06:00am to 07:30am

2) The hot water is lukewarm (anything between 25 – 32 degrees of Celsius) after 09:30am until late evening.

3) The hot water pressure is extremely low on the bathrooms/kitchen if someone is using the hot water tap in another room. It is so low that it is unusable.

4) There is a pulsating and high pitch noise in the last couple of days which is mainly on the bathrooms but it started to be audible in the main bedroom during the last few days.

In the last couple of days I have been informed from your emergency repairs team that the above problems are ongoing and that other people have been complaining (REF: 1287090/1, 1287224/1 and 1287143).

I have started to keep a log of the hot water temperature on my property using an accurate thermometer. The log can be found on the following link: Hot Water Temperature Log

What are the reasons for above problems?

1) Are there any mechanical problems with the boilers? If yes, why are the problems so frequent?

2) Is there a huge demand for hot water? If yes,

*** a) How big is that demand? Twice the capacity of the boiler’s capabilities?
*** b) What actions are you taking in order to meet that demand and fix the problems?
*** c) Why does Camden Council indirectly allow overcrowding inside flats, 3 shower rooms inside 2 bedroom properties, flat modifications, pipes removals and/or piper alterations, etc?

3) Can pumps inside the properties contribute to the low pressure of the hot water? If yes, why does Camden Council allow those pumps?

4) What should be the temperature of the hot water supply to the outlet/tap within 1 minute after fully opening the outlet? Are there any standards or regulations such as HSE Document L8 about this? What are those documents/standards stating?

Please have in mind that Camden Council has already spent millions of pounds on the Curnock Estate heating system and we still have many problems. Leaseholders have to pay huge bills via the Section 20 notices and the service charges but they do not receive the services that they have paid for. For example, a water temperature of 37-38 degrees Celsius is required for a comfortable bath. However we rarely have that temperatures during the day.

I am looking forward for your quick reply on all of the above points/questions.

Please provide your answers separately for each question.

Yours sincerely
A Resident

PS A history of all the Hot Water problems can be found at:
http://curnockestate.com/?q=taxonomy/term/11


On 30-01-2012 at 11:58am, Cllr Roger Robinson sent the following email:


From: Roger.Robinson@camden.gov.uk
To: John.Wheatman@camden.gov.uk
Cc: curnocktra@yahoo.co.uk , Richard.Michael@camden.gov.uk , john.stow@camden.gov.uk , Stuart.Dilley@camden.gov.uk , Valdrin.Rexha@Camden.gov.uk , Martin.Fox@camden.gov.uk , Peter.Brayshaw@camden.gov.uk , jane.knight@blueyonder.co.uk , koonalshah@gmail.com , Barry.Betts@camden.gov.uk , Samata.Khatoon@camden.gov.uk
Subject: Lack of Hot Water and Hot Water Pressure

Dear Mr Wheatman

As a ward councillor I have also had complaints about the hot water situation on Curnock estate…I would ask for urgent action here as there are in addition many elderly residents and families with small kids that need that hot water on the estate……

Please can we have a response within the next 48 hours as to the resolution of this.

Regards

Roger Robinson Cllr


On 31-01-2012 at 12:45, we received the following email:


From: feedback@camden.gov.uk
Subject: RE: Councillor enquiry – 7584012 (ref: 7584012)

London Borough of Camden- Councillor enquiry – Repairs non M & E

Our reference: 7584012

Dear Resident,

Re: Councillor Enquiry: Lack of Hot Water and Hot Water Pressure

Thank you for your enquiry received on 31 January 2012.

Your enquiry will be dealt with by our Repairs Team and you will receive a response by 14 February 2012.

If a response cannot be sent within the specified timescale, we will let you know.

If you have any questions, please contact me on 020 7974 6391 or email Nadine.Burton@camden.gov.uk.

Yours sincerely

Nadine Burton
Member Support Officer

Email: Nadine.Burton@camden.gov.uk
Phone: 020 7974 6391


On 31-01-2012 at 21:50, we sent the following email:


To: Nadine.Burton@camden.gov.uk , Roger.Robinson@camden.gov.uk , Samata.Khatoon@camden.gov.uk , Peter.Brayshaw@camden.gov.uk
Cc: feedback@camden.gov.uk , curnocktra@yahoo.co.uk , Richard.Michael@camden.gov.uk , john.stow@camden.gov.uk , Stuart.Dilley@camden.gov.uk , Valdrin.Rexha@Camden.gov.uk , Martin.Fox@camden.gov.uk , Barry.Betts@camden.gov.uk
Subject: RE: Councillor enquiry – 7584012 (ref: 7584012)

Dear Nadine Burton,

Thank you for your email.

My understanding is that I will have to wait for up to 15 days before I have a response from the repairs team. In the meantime I do not have water hot enough for a bath. Does this mean that I can stop my Service Charges payments until the hot water supply is restored? Why do I have to pay for something that I do not receive?

Dear Councillors,

Is there anything else that can be done to restore normal service?

Yours sincerely


On 31-01-2012 at 21:55, Cllr Roger Robinson sent the following email:


To: Nadine.Burton@camden.gov.uk , Samata.Khatoon@camden.gov.uk , Peter.Brayshaw@camden.gov.uk
Cc: feedback@camden.gov.uk , curnocktra@yahoo.co.uk , Richard.Michael@camden.gov.uk , john.stow@camden.gov.uk , Stuart.Dilley@camden.gov.uk , Valdrin.Rexha@Camden.gov.uk , Martin.Fox@camden.gov.uk , Barry.Betts@camden.gov.uk
Subject: RE: Councillor enquiry – 7584012 (ref: 7584012)

Dear Valdrin

Please, please sort out the lack of hot water for Goldthorpe and other blocks in the Curnock estate as it is long running saga-can this be sorted our urgently?

Please advise

Roger Robinson Cllr


On 31-01-2012 at 23:08, Cllr Peter Brayshaw sent the following email:


From: Peter.Brayshaw@camden.gov.uk
To: Roger.Robinson@camden.gov.uk , Nadine.Burton@camden.gov.uk , Samata.Khatoon@camden.gov.uk
Cc: feedback@camden.gov.uk , curnocktra@yahoo.co.uk , Richard.Michael@camden.gov.uk , john.stow@camden.gov.uk , Stuart.Dilley@camden.gov.uk , Valdrin.Rexha@Camden.gov.uk , Martin.Fox@camden.gov.uk , Barry.Betts@camden.gov.uk
Subject: RE: Councillor enquiry – 7584012 (ref: 7584012)

FAO relevant Council officers,

Please note that as a Ward Councillor I fully endorse Cllr Robinson’s urging for more rapid action.

As myself a Curnock resident (Trimdon), I can report the temperature of the hot water has been signifcantly down in my block since last week, although the pressure seems normal. Perhaps this can help your diagnosis and remedying of the problems .

Cllr Peter Brayshaw


On 31-01-2012 at 21:51, we sent the following email:


To: John.Wheatman@camden.gov.uk
Cc: curnocktra@yahoo.co.uk , Richard.Michael@camden.gov.uk , john.stow@camden.gov.uk , Stuart.Dilley@camden.gov.uk , Valdrin.Rexha@Camden.gov.uk , Martin.Fox@camden.gov.uk , Peter.Brayshaw@camden.gov.uk , Barry.Betts@camden.gov.uk , Samata.Khatoon@camden.gov.uk , Roger.Robinson@camden.gov.uk
Subject: Lack of Hot Water and Hot Water Pressure

Dear Mr Wheatman,

I sent you an email on Monday 30 th January 2012 because I haven’t had a regular hot water supply in my flat for a few weeks. Please could you acknowledge receipt of this email and let me know when I may have a response to my specific questions?

Yours sincerely


On 01-02-2012 at 15:23, we received the following email:


From: Valdrin.Rexha@Camden.gov.uk
To: CurnockEstate
Cc: feedback@camden.gov.uk , curnocktra@yahoo.co.uk , Richard.Michael@camden.gov.uk , john.stow@camden.gov.uk , Stuart.Dilley@camden.gov.uk , Martin.Fox@camden.gov.uk , Barry.Betts@camden.gov.uk , Peter.Brayshaw@camden.gov.uk , Roger.Robinson@camden.gov.uk , Nadine.Burton@camden.gov.uk , Samata.Khatoon@camden.gov.uk
Subject: Re: Communal Hot Water , Curnock Estate – 7584012

Dear Resident,

Re: Communal Hot Water , Curnock Estate

I have discussed this matter with the Mechanical and Electrical department within Camden and I am able to update you as follows.

We have a number of personnel involved on this site at the moment and although there have been issues in the past we have managed to maintain temperatures up to a point, however we are still undertaking improvements and replacement of parts are required. The issue has been exacerbated of late following a power outage at the weekend which seems to have affected the controllers. In addition, the water quality demands that descaling is carried out over and above normal requirements. We have arranged for an additional de-scale to be undertaken today.

We have ordered valves to be replaced which are currently not holding their seal and are planning a re-commission once installed.

With regard to the water quality, we have a specialist attending site tomorrow to sample water quality on both the primary, secondary and incoming water mains, which will bring about recommendations to consider in terms of water treatment.

As ever we are doing our utmost to resolve this problem. I regards to your email dated 30 January 2012 where you have asked specific questions regarding the communal system, we are seeking answers to the questions you have asked and we will email you a further response in due time.

Yours sincerely,

Valdrin Rexha
Case Officer for Stuart Dilley
Telephone: 020 7974 3525


On 08-02-2012 at 16:42, we received the following email:


To: Valdrin.Rexha@Camden.gov.uk , O’Neill, Pat
Cc: curnocktra@yahoo.co.uk , Richard.Michael@camden.gov.uk , john.stow@camden.gov.uk , Stuart.Dilley@camden.gov.uk , Martin.Fox@camden.gov.uk , Barry.Betts@camden.gov.uk , Peter.Brayshaw@camden.gov.uk , Roger.Robinson@camden.gov.uk , Nadine.Burton@camden.gov.uk , Samata.Khatoon@camden.gov.uk
Subject: Re: Communal Hot Water , Curnock Estate – 7584012

Dear Mr Rexha and Mr O’Neil,

Is there any news concerning the lack of hot water on the Curnock Estate?

Is there any news conerning the remaining questions on my email dated 30th January 2012 (email )?

The situation is really bad for the last 40 days (approx) for all the 286 flats on the Estate. I have already received many emails from residents in different blocks reporting the same problems.

When do you expect the problem to be fixed?
What actions are you taking?

At the moment more than 1,000 residents are waiting for the Camden Council to do its job and fix the hot water supply which costs us a lot of money every year (service charges + Section 20 Notes)!

I am looking forward for your quick reply.

Yours sincerely


On 08-02-2012 at 18:27, we received the following email:


From: Robinson, Roger (Councillor) [mailto:Roger.Robinson@camden.gov.uk]
To: Rexha, Valdrin; O’Neill, Pat
Cc: curnocktra@yahoo.co.uk , Richard.Michael@camden.gov.uk , john.stow@camden.gov.uk , Stuart.Dilley@camden.gov.uk , Martin.Fox@camden.gov.uk , Barry.Betts@camden.gov.uk , Peter.Brayshaw@camden.gov.uk , Roger.Robinson@camden.gov.uk , Nadine.Burton@camden.gov.uk , Samata.Khatoon@camden.gov.uk
Subject: Re: Communal Hot Water , Curnock Estate – 7584012

Dear Valdrin

Please can we sort this out as I have had several complaints too. It is a long standing saga.

Please can we help urgently re the lack of hot water??
Please advise urgently

Regards

Roger Robinson Cllr


On 09-02-2012 at 10:21, we received the following email:


From: Samata.Khatoon@camden.gov.uk
To: Roger.Robinson@camden.gov.uk , Valdrin.Rexha@Camden.gov.uk , Pat.O’Neill@camden.gov.uk
Cc: curnocktra@yahoo.co.uk , Nadine.Burton@camden.gov.uk , Richard.Michael@camden.gov.uk , Barry.Betts@camden.gov.uk , Stuart.Dilley@camden.gov.uk , john.stow@camden.gov.uk , Peter.Brayshaw@camden.gov.uk , Martin.Fox@camden.gov.uk
Subject: Re: Communal Hot Water , Curnock Estate – 7584012

Dear All,

I have been receiving e-mails regarding the ongoing problems.
And I am very shocked to learn that nothing has been done.
Therefore, I would greatly appreciate it if this can be resolve as soon as possible without anymore delays.

Regards,

Cllr Samata Khatoon


On 09-02-2012 at 11:50, we sent the following email:


To: Pat.O’Neill@camden.gov.uk , Valdrin.Rexha@Camden.gov.uk , Complaints@camden.gov.uk , Peter.Swingler@Camden.gov.uk
Cc: curnocktra@yahoo.co.uk , Nadine.Burton@camden.gov.uk , Richard.Michael@camden.gov.uk , john.stow@camden.gov.uk , Barry.Betts@camden.gov.uk , Stuart.Dilley@camden.gov.uk , Peter.Brayshaw@camden.gov.uk , Martin.Fox@camden.gov.uk , Roger.Robinson@camden.gov.uk , Samata.Khatoon@camden.gov.uk
Subject: Re: Communal Hot Water , Curnock Estate – 7584012

Dear Mr O’Neil, Mr Rexha and Mr Swingler,

Further to the Councillors and residents emails I would like to make clear that the Curnock Estate residents have been suffering continuous problems with the hot water for much longer than the 2 weeks that Mr Michael stated in his letter last week. The problems started around the 3rd January 2012.

I would like this whole situation to be treated as an official complaint (please provide reference no) and I will also forward this email to the local MPs and newspapers.

I am looking forward for your replies. Hopefully you will find some time in your busy schedule to reply to us (more than 1000 residents).

Yours sincerely


On 09-02-2012 at 13:40, we called Mr Valdrin Rexha:


Mr Rexha promised that Mr Wheatman will reply to us at some point and that they are taking seriously the whole situation. Of course, he stated that he understands our frustration and that he will speak to Mr wheatman today.

If Camden Council understands the frustration of the residents then why:

1) It takes them so long (40 days and counting) to fix the problem?
2) Is the contractor, Apollo Group, capable of fixing the problem?
3) Is the current equipement in the boiler room in a good condition?

Whatever the answers are on the above questions, the result is the same: Hunderds of residents are suffering and nothing is happening to resolve the situation.


On 09-02-2012 at 16:03, we received the following email:


From: John.Wheatman@camden.gov.uk
To: Roger.Robinson@camden.gov.uk
Cc: curnocktra@yahoo.co.uk , Khatoon, Samata (Councillor); Burton, Nadine; Swingler, Peter; Brayshaw, Peter (Councillor); Dilley, Stuart; O’Neill, Pat; Stow, John; Michael, Richard; Rexha, Valdrin; Fox, Martin
Subject: Re: Communal Hot Water , Curnock Estate – 7584012

Dear Cllr Robinson

First of all I would like to apologise for the situation and shortfall of service to residents at Curnock Street Estate, I would like to stress that we are working extremely hard to resolve this issue, both in the short and long term. My proposal is to advise you of the current status and then subsequently send updates as we continue to investigate the faults and begin to rectify them.

I would therefore like to advise you of the current status and actions being undertaken to resolve the issues raised at Curnock Street and to reiterate that we are working extremely hard in trying to resolve this issue. Our Partners and ourselves are liaising and advising residents by letter as often as we can, to update on the current situation, and I am also able to update you as follows.

We have a number of personnel involved on this site at the moment and in the office investigating, although there have been issues in the past we have managed to maintain temperatures up to a point, however we are still undertaking improvements and replacement of parts are required. The issue was exacerbated of late following a power outage on the weekend of (28 th , 29 th January) which seems to have affected the controllers, the current severity of the weather combined with this power outage, has had an impact on the system. We are endeavouring to look at both short and long term solutions to increase capacity and make up times on the hot water system. In addition, the water quality demands that descaling is carried out over and above normal requirements, we therefore arranged for an additional de-scale to be undertaken.

We have ordered valves to be replaced which are currently not holding their seal and are planning to have these and new boiler thermostats fitted on w/c 13th Feb 2012, our Controls Specialist will be on site following the delivery and replacement of these new valves and actuators to fully commission.

Our specialist Pump contractor was on site on 8th February with our Senior Engineer to check flow rates to the calorifier bundles, from here we can determine if any action is required. We have today made adjustments which have slightly increased the flow temperatures for the hot water system and we will continue to do our utmost to resolve this problem.

Should you feel in the future that you are not obtaining updates with the details that you require please follow the appropriate route to call in faults or problems, but by all means please email me if you feel that you are not being sufficiently updated.

Once again I offer my apologies for this situation.

Regards

John Wheatman BEng (Hons) CEng MIET MCIBSE
Interim Team Leader M&E Repairs and Improvements
Repairs and Improvements
Housing and Adult Social Care
London Borough of Camden

Telephone: 020 7974 8639
Mobile : 07824 551296
Web: camden.gov.uk


On 09-02-2012 at 16:13, we received the following email:


From: Samata.Khatoon@camden.gov.uk
To: John.Wheatman@camden.gov.uk , Roger.Robinson@camden.gov.uk
Cc: curnocktra@yahoo.co.uk , Nadine.Burton@camden.gov.uk , Peter.Swingler@Camden.gov.uk , Peter.Brayshaw@camden.gov.uk , Stuart.Dilley@camden.gov.uk , Pat.O’Neill@camden.gov.uk , john.stow@camden.gov.uk , Richard.Michael@camden.gov.uk , Valdrin.Rexha@Camden.gov.uk , Martin.Fox@camden.gov.uk
Subject: Re: Communal Hot Water , Curnock Estate – 7584012

Many thanks for the update.

Regards,

Cllr Samata Khatoon


On 09-02-2012 at 16:35, we sent the following email:


To: John.Wheatman@camden.gov.uk , Roger.Robinson@camden.gov.uk , Samata.Khatoon@camden.gov.uk
Cc: Peter.Swingler@Camden.gov.uk , curnocktra@yahoo.co.uk , Nadine.Burton@camden.gov.uk , Richard.Michael@camden.gov.uk , john.stow@camden.gov.uk , Pat.O’Neill@camden.gov.uk , Stuart.Dilley@camden.gov.uk , Valdrin.Rexha@Camden.gov.uk , Peter.Brayshaw@camden.gov.uk , Martin.Fox@camden.gov.uk
Subject: Re: Communal Hot Water , Curnock Estate – 7584012

Dear Mr Wheatman,

Could you please also answer the questions that I have sent you on the 31st January 2012?

Could you please let us know when shall we expect a normal service ?

A clarification of the term

“… solutions to increase capacity “

would be really appreciated. Does this means that there is not enough capacity and that the leasehodlers will have to pay another Section 20 notice? If there is no enough capacity, what are the reasons?

Please reply to us (residents) because we are the ones who pay the bills!!!! Currently £800 every month for service charges and major works. I have personally another 13 months of those payments.

Yours sincerely


On 09-02-2012 at 17:56, we received the following email:


From: Roger.Robinson@camden.gov.uk
To: John.Wheatman@camden.gov.uk
Cc: curnocktra@yahoo.co.uk , Samata.Khatoon@camden.gov.uk , Nadine.Burton@camden.gov.uk , Peter.Swingler@Camden.gov.uk , Peter.Brayshaw@camden.gov.uk , Stuart.Dilley@camden.gov.uk , Pat.O’Neill@camden.gov.uk , john.stow@camden.gov.uk , Richard.Michael@camden.gov.uk , Valdrin.Rexha@Camden.gov.uk , Martin.Fox@camden.gov.uk
Subject: Re: Communal Hot Water , Curnock Estate – 7584012

Dear Mr Wheatman

Your email noted but I would ask that the boiler thermostats be installed no later than Monday 13th and the week does not goes by without any completion of the job…it is scandalous that so long has had to be waited for hot water on the estate and as one of the ward councillors I cannot accept any further delay. Please could you get the works done Monday and confirm to the TRA and Mr Papageorgiou and the ward councillors?

Thanks

Roger Robinson Cllr


On 10-02-2012 at 17:51, we received the following email:


From: John.Wheatman@camden.gov.uk
To: Roger.Robinson@camden.gov.uk
Cc: curnocktra@yahoo.co.uk , Samata.Khatoon@camden.gov.uk , Nadine.Burton@camden.gov.uk , Peter.Swingler@Camden.gov.uk , Peter.Brayshaw@camden.gov.uk , Stuart.Dilley@camden.gov.uk , Pat.O’Neill@camden.gov.uk , john.stow@camden.gov.uk , Richard.Michael@camden.gov.uk , Valdrin.Rexha@Camden.gov.uk , Martin.Fox@camden.gov.uk
Subject: Re: Communal Hot Water , Curnock Estate – 7584012

Dear Cllr Robinson

Further to yesterdays email, I would like to confirm that we have arranged guaranteed delivery of valves and actuators for Monday 13th and work will begin straightaway on this.

We are continuing with monitoring and keeping temperatures as stable as possible.

I will update further next week.

Regards

John
John Wheatman

Interim Team Leader M&E Repairs and Improvements

Telephone:

020 7974 8639


On 10-02-2012 at 17:56, we received the following email:


From: Roger.Robinson@camden.gov.uk
To: John.Wheatman@camden.gov.uk
Cc: curnocktra@yahoo.co.uk , Samata.Khatoon@camden.gov.uk , Nadine.Burton@camden.gov.uk , Peter.Swingler@Camden.gov.uk , Peter.Brayshaw@camden.gov.uk , Stuart.Dilley@camden.gov.uk , Pat.O’Neill@camden.gov.uk , john.stow@camden.gov.uk , Richard.Michael@camden.gov.uk , Valdrin.Rexha@Camden.gov.uk , Martin.Fox@camden.gov.uk
Subject: Re: Communal Hot Water , Curnock Estate – 7584012
Good

Let’s get Curnock estate’s hot water back on and running and no more loss of hot water….

Regards

Roger Robinson Cllr


On 13-02-2012 at 06:57, we sent the following email:


To: Valdrin.Rexha@Camden.gov.uk
Cc: curnocktra@yahoo.co.uk , Samata.Khatoon@camden.gov.uk , Nadine.Burton@camden.gov.uk , Peter.Swingler@Camden.gov.uk , Peter.Brayshaw@camden.gov.uk , Stuart.Dilley@camden.gov.uk , Pat.O’Neill@camden.gov.uk , john.stow@camden.gov.uk , Richard.Michael@camden.gov.uk , Martin.Fox@camden.gov.uk , John.Wheatman@camden.gov.uk
Subject: Re: Communal Hot Water , Curnock Estate – 7584012

Dear Mr Rexha,

In our telephone conversation on the 09-02-2012 at 13:35 you stated that it will take 10 working days for Mr Wheatman to answer my questions and reply to my email. This has not happened. Can I have a full explanation that states the reasons for the delay?

When shall I expect to receive the answers to my email dated 30-01-2012 (see above)?

When shall I expect to receive answers to my email dated 09-02-2012?

Yours sincerely


On 13-02-2012 at 06:57, we sent the following email:


To: Valdrin.Rexha@Camden.gov.uk
Cc: curnocktra@yahoo.co.uk , Samata.Khatoon@camden.gov.uk , Nadine.Burton@camden.gov.uk , Peter.Swingler@Camden.gov.uk , Peter.Brayshaw@camden.gov.uk , Stuart.Dilley@camden.gov.uk , Pat.O’Neill@camden.gov.uk , john.stow@camden.gov.uk , Richard.Michael@camden.gov.uk , Martin.Fox@camden.gov.uk , John.Wheatman@camden.gov.uk
Subject: Re: Communal Hot Water , Curnock Estate – 7584012

Dear Mr Rexha,

In our telephone conversation on the 09-02-2012 at 13:35 you stated that it will take 10 working days for Mr Wheatman to answer my questions and reply to my email. This has not happened. Can I have a full explanation that states the reasons for the delay?

When shall I expect to receive the answers to my email dated 30-01-2012 (attached below)?
When shall I expect to receive answers to my email dated 09-02-2012 (see attached file?)

Yours sincerely,


On 13-02-2012 at 15:27, we received the following email:


From: Angela.Henry@camden.gov.uk
Cc: Pat.O’Neill@camden.gov.uk , Vicky.Morris@camden.gov.uk , John.Wheatman@camden.gov.uk , Valdrin.Rexha@Camden.gov.uk , Upadhyaya, Reshma
Subject: Internal Building Works and Hot Water and Heating Problems on Curnock Estate

Dear Resident,

Thank you for your emails of 7th and 9th February addressed to various officers in Camden, including Stuart Dilley.

However please note that currently there is a lot of work being carried out to resolve the heating issues and you have been kept informed by via email as to what Camden is doing with regards to the boiler situation.

Please be assured that a coordinated response by John Wheatman and Valdrin Rexha addressing the queries you have raised will be sent to you as soon as possible.

Regards
Angela Henry

Executive Assistant to Stuart Dilley and Stephen Platt
Directorate – Housing and Adult Social Care
Housing and Adult Social Care
London Borough of Camden

Telephone: 020 7974 3423
Fax: 5558
Web: camden.gov.uk
2nd Floor
38-50 Bidborough Street
London WC1H 9DB


On 13-02-2012 at 17:42, we received the following email:


From: John.Wheatman@camden.gov.uk
To: Robinson, Roger (Councillor)
Cc: curnocktra@yahoo.co.uk , Samata.Khatoon@camden.gov.uk , Nadine.Burton@camden.gov.uk , Peter.Swingler@Camden.gov.uk , Peter.Brayshaw@camden.gov.uk , Stuart.Dilley@camden.gov.uk , Pat.O’Neill@camden.gov.uk , john.stow@camden.gov.uk , Richard.Michael@camden.gov.uk , Martin.Fox@camden.gov.uk , John.Wheatman@camden.gov.uk
Subject: Re: Communal Hot Water , Curnock Estate – 7584012

Dear Cllr Robinson

As advised work started this morning at 08:00 on what are the initial stages of our repair programme, this will continue until we have resolved the problem.

We are anticipating a steady improvement to service. I appreciate that these are difficult conditions but please rest assured we are committed to resolving this issue.

I will continue to update you regularly and summarise the actions we are undertaking

Regards

John
John Wheatman

Interim Team Leader M&E Repairs and Improvements

Telephone:

020 7974 8639


On 17-02-2012 at 11:41, we received the following email:


From: John.Wheatman@camden.gov.uk
To: Roger.Robinson@camden.gov.uk
Cc: curnocktra@yahoo.co.uk , Samata.Khatoon@camden.gov.uk , Nadine.Burton@camden.gov.uk , Peter.Swingler@Camden.gov.uk , Peter.Brayshaw@camden.gov.uk , Stuart.Dilley@camden.gov.uk , Pat.O’Neill@camden.gov.uk , john.stow@camden.gov.uk , Richard.Michael@camden.gov.uk , Valdrin.Rexha@Camden.gov.uk , Martin.Fox@camden.gov.uk , Julian.Fulbrook@camden.gov.uk
Subject: Re: Communal Hot Water , Curnock Estate – 7584012

Dear Cllr

I would like to advise that we have concluded the maintenance works this week.

In parallel we have also undertaken some very detailed research into the ongoing issues, so in addition to the maintenance works, we have concluded that an increased capacity would prove beneficial to the residents, with the fitting of a plate heat exchanger to increase the recovery time on the hot water system and a replacement of pumps to balance the system due to the alterations we have recommended. We have taken this step to ensure that the system will have additional capacity over a higher diversity range.

We have now commissioned these works and will be utilising our Partners, Apollo, to install the equipment, test, inspect and commission the system.

We will of course be writing to residents prior to the beginning of these works, which we anticipate being complete by the end of March, the equipment is now on order and we have a provisional start date of the first week of March, subject to delivery, however we are putting pressure on the suppliers to bring this date forward.

We will of course keep you updated both via email and by correspondence directly with residents.

Again I would like to reassure you that we have been working diligently behind the scenes to obtain an improvement to the situation and alleviate the concerns you all have.

Regards

John

John Wheatman
Interim Team Leader M&E Repairs and Improvements

Telephone: 020 7974 8639


On 17-02-2012 at 14:38, we sent the following email:


To: John.Wheatman@camden.gov.uk , Pat.O’Neill@camden.gov.uk
Cc: Peter.Swingler@Camden.gov.uk , curnocktra@yahoo.co.uk , Nadine.Burton@camden.gov.uk , Richard.Michael@camden.gov.uk , john.stow@camden.gov.uk , Roger.Robinson@camden.gov.uk , Stuart.Dilley@camden.gov.uk , Samata.Khatoon@camden.gov.uk , Peter.Brayshaw@camden.gov.uk , Martin.Fox@camden.gov.uk , Valdrin.Rexha@Camden.gov.uk
Subject: Re: Communal Hot Water , Curnock Estate – 7584012
Dear Mr Wheatman,

When do you intent to answer my questions that I have send you on the 30-01-2012 and 09-02-2012?

Also,

1) Could you please let us know why you decided to replace the pumps now and not earlier? Please have in mind that many pumps have been replaced or refurbished after we had suffered from noise problems for many months. Please remember that residents had serious health problems due to the noise nuisance.

2) Will the new pumps create more noise? If yes, how will you reduce the noise? if not, are they complete silent?

3) Will we have to suffer more due to noise nuisance?

4) How much will the new works cost us?

5) Have the residents been consulted about those works and their cost?

As a resident, a leaseholder and a tax payer I expect some answers to my questions as soon as possible. Please have in mind that I am already waiting for 18 days without any answers to my initial questions !!!! Your own procedures state 10 days!!!

Yours sincerely


On 17-02-2012 at 14:48, we received the following email:


From: Roger.Robinson@camden.gov.uk
To: John.Wheatman@camden.gov.uk
Cc: curnocktra@yahoo.co.uk , Samata.Khatoon@camden.gov.uk , Nadine.Burton@camden.gov.uk , Peter.Swingler@Camden.gov.uk , Peter.Brayshaw@camden.gov.uk , Stuart.Dilley@camden.gov.uk , Pat.O’Neill@camden.gov.uk , john.stow@camden.gov.uk , Richard.Michael@camden.gov.uk , Valdrin.Rexha@Camden.gov.uk , Martin.Fox@camden.gov.uk , Julian.Fulbrook@camden.gov.uk
Subject: Re: Communal Hot Water , Curnock Estate – 7584012

Dear Mr Wheatman

Noted BUT it is simply dragging on and on – a saga for a very long time and now the works will not be completed until another cold month has gone by..the end of March.

No hot water.it is not acceptable for the residents I represent and I would ask for a much quicker resolution than this.

Please advise that this will be so.

I would ask if Stuart Dilley can also look into this please?

Regards

Roger Robinson Cllr
St Pancras and Somers Town Ward


On 20-02-2012 at 08:09, we sent the following email:


To: O’Neill, Pat
Cc: John.Wheatman@camden.gov.uk , Peter.Swingler@Camden.gov.uk , curnocktra@yahoo.co.uk , Burton, Nadine; Michael, Richard; Stow, John; Robinson, Roger (Councillor); Dilley, Stuart ; Khatoon, Samata (Councillor); Brayshaw, Peter (Councillor); Fox, Martin ; Rexha, Valdrin
Subject: Lack of Hot Water and Hot Water Pressure for 48 days

Dear Mr O’Neil,

Could you please ask a professional member of your department to answer ALL my questions (emails: 30-01-2012, 09-02-2012, 17-02-2012) regarding the lack of hot water and pressure on the Curnock Estate for the last 48 days?

Please have in mind that Mr Wheatman deliberately ignoring my emails for 22 days (16 working days) but at the meantime he is spending residents money without any consultation.

The pumps that Mr Wheatman wants to replace, as you will remember, have been replaced by Apollo only few months ago due to noise nuisance that had affected our health.

The least that your department can do is to answer the residents questions since you are unable to provide the overpriced service that you must provide under the leasehold agreements with us.

I am looking forward for your answers.

Yours sincerely

PS what is your response time when residents request information?


On 20-02-2012 at 08:21, we received the following email:


On 20 February 2012 at 08:21 “O’Neill, Pat” <Pat.O’Neill@camden.gov.uk> wrote:

Dear Resident,

I can confirm that Mr Wheatman who heads our M&E team is professionally qualified and has I believe made significant effort in trying to answer your numerous queries

I am satisfied that significant effort has also been made by Mr Fox, Mr Rexha , Mr Michael and Mr Stow in responding to you

I will ask Mr Wheatman re-issue all information sent to date. We will of course try and help provide additional information as and when it becomes available

Kind Regards

Pat O’Neill
Head of Service Delivery

Telephone: 020 7974 3264


On 20-02-2012 at 09:13, we sent the following email:


To: O’Neill, Pat
Cc: John.Wheatman@camden.gov.uk , Peter.Swingler@Camden.gov.uk , curnocktra@yahoo.co.uk , Nadine.Burton@camden.gov.uk , Richard.Michael@camden.gov.uk , john.stow@camden.gov.uk , Roger.Robinson@camden.gov.uk , Stuart.Dilley@camden.gov.uk , Samata.Khatoon@camden.gov.uk , Peter.Brayshaw@camden.gov.uk , Martin.Fox@camden.gov.uk , Valdrin.Rexha@Camden.gov.uk
Subject: Lack of Hot Water and Hot Water Pressure for 48 days

Dear Mr O’Neil,

Mr Wheatman has NEVER sent any email addressed to me and he NEVER answered all my questions (i.e. capacity, pumps, standards, etc)!!If you think that he did then please let me know exactly his answers to the questions below:

1) Is there a huge demand for hot water? If yes,
a) How big is that demand? Twice the capacity of the boiler’s capabilities? WHY?

2) Can pumps inside the properties contribute to the low pressure of the hot water? If yes, why does Camden Council allow those pumps?

3) What should be the temperature of the hot water supply to the outlet/tap within 1 minute after fully opening the outlet? Are there any standards or regulations such as HSE Document L8 about this? What are those documents/standards stating?

4) Could you please let us know why you decided to replace the pumps now and not earlier? Please have in mind that many pumps have been replaced or refurbished after we had suffered from noise problems for many months. Please remember that residents had serious health problems due to the noise nuisance.

5) Will the new pumps create more noise? If yes, how will you reduce the noise? if not, are they complete silent?

6) How much will the new works cost us?

7) Have the residents been consulted about those works and their cost? Do we have any say on this or do you have the right to spend our money at will?

Yours sincerely


Below you can read the email that we sent on the 20-02-2012 to Mr Fox and Mr Stow requesting to send us their alleged emails to us:


To: john.stow@camden.gov.uk , Martin.Fox@camden.gov.uk
Cc: John.Wheatman@camden.gov.uk , Peter.Swingler@Camden.gov.uk , curnocktra@yahoo.co.uk , Nadine.Burton@camden.gov.uk , Richard.Michael@camden.gov.uk , john.stow@camden.gov.uk , Roger.Robinson@camden.gov.uk , Stuart.Dilley@camden.gov.uk , Samata.Khatoon@camden.gov.uk , Peter.Brayshaw@camden.gov.uk , Pat.O’Neill@camden.gov.uk , Valdrin.Rexha@Camden.gov.uk
Subject: Mr Fox’s and Mr Stow’s emails to residents

Dear Mr Fox and Mr Stow,

According to Patrick O’Neil, Head of the Service Delivery, you put a “… significant effort … in responding to me” and my “… numerous queries…” which I dared to asked as resident who does not have hot water for 49 days!!!!!

Could you please send me again your alleged correspondence (emails that you have sent personally to me regarding my questions about hot water in the last 60 days)?

Looking forward for your replies. No reply will mean that you have never sent me anything.

Yours sincerely

PS Your alleged correspondence will be copied to the rest of the residents.


On 21 February 2012 at 09:30 John.Wheatman@camden.gov.uk wrote:


From: John.Wheatman@camden.gov.uk
To: A Resident (The first email!!!)
Cc: Peter.Swingler@Camden.gov.uk , curnocktra@yahoo.co.uk , Nadine.Burton@camden.gov.uk , Richard.Michael@camden.gov.uk , Roger.Robinson@camden.gov.uk , Stuart.Dilley@camden.gov.uk , Pat.O’Neill@camden.gov.uk , Samata.Khatoon@camden.gov.uk , Peter.Brayshaw@camden.gov.uk , Valdrin.Rexha@Camden.gov.uk , john.stow@camden.gov.uk , Martin.Fox@camden.gov.uk , +8 others
Subject: Mr Fox’s and Mr Stow’s emails to residents

Dear Resident

I would like to both reiterate and clarify some information to your goodself and the other recipients of this email.

First of all I refer to the email sent on Friday last, which stipulates that we are beginning improvement works to the system to rectify the issues we have had, I would also like to express that a great deal of effort, research and specialist skills have gone into the resolution of this problem, a great deal of it gone unseen, and we have concluded that an increased capacity would prove beneficial to the residents. With the fitting of a plate heat exchanger to increase the recovery time on the hot water system and a replacement of pumps to balance the system due to the alterations we have recommended, and as expressed we have taken this step to ensure that the system will have additional capacity over a higher diversity range.

In terms of your statement of no hot water over 49 days, I would clarify that in terms of those days, we have had hot water, albeit the throughput has reduced temperatures and some days the water has taken a substantial time to return to temperature, however the water has not been cold.

In terms of communication we have not been directing our responses to individuals we have concentrated on general communications by both email and letter, we will of course continue with updates via these means

Finally, we do genuinely apologise for the disruption to service and are continuing to improve the situation, by taking the steps that we have and as stated we are aiming for an end of March completion albeit we are working very closely with suppliers to drive this programme to conclusion sooner than this.

Regards

John Wheatman BEng(Hons) CEng MIET MCIBSE
Interim Team Leader M&E Repairs and Improvements
Telephone: 020 7974 8639


On 21 February 2012 at 11:11 we sent the following email:


To: John.Wheatman@camden.gov.uk , Pat.O’Neill@camden.gov.uk
Cc: curnocktra@yahoo.co.uk , Richard.Michael@camden.gov.uk , Nadine.Burton@camden.gov.uk , Valdrin.Rexha@Camden.gov.uk , Stuart.Dilley@camden.gov.uk , Samata.Khatoon@camden.gov.uk , Peter.Swingler@Camden.gov.uk , john.stow@camden.gov.uk , Roger.Robinson@camden.gov.uk , Peter.Brayshaw@camden.gov.uk , Martin.Fox@camden.gov.uk , +8 others
Subject:

50 DAYS – NO HOT WATER, NO PRESSURE BUT COUNCIL IS SATISFIED with their employees efforts so far!

 

Dear Mr Wheatman,

Thank you for your first email to me.

I appreciate that your team is trying to fix the problem but as far as I am concerned this is your job and that is the reason the Camden Council is still gives you a payslip every month. Fortunately for you, spectacular failures such as this one wouldn’t be tolerated or congratulated (O’Neil’s email) in the private sector . Please also remember the last two years spectacular failures (32 days in 2011, 25 days in 2010, etc).

At the same time I have NOT received answers to my questions and we still do not have hot water. This morning the temperature was 31.6 degrees at 09:14am. See the log at: http://curnockestate.com/?q=node/463

If 31.6 C degrees is good for a bath then I would like to know what the regulations say about that . As you already know this was one of my original questions (see below no 3) that you are refusing to answer for 23 days now .

The unanswered questions are:

1) Is there a huge demand for hot water? If yes,
a) How big is that demand? Twice the capacity of the boiler’s capabilities? WHY?

2) Can pumps inside the properties contribute to the low pressure of the hot water? If yes, why does Camden Council allow those pumps?

3) What should be the temperature of the hot water supply to the outlet/tap within 1 minute after fully opening the outlet? Are there any standards or regulations such as HSE Document L8 about this? What are those documents/standards stating?

4) Could you please let us know why you decided to replace the pumps now and not earlier? Please have in mind that many pumps have been already replaced or refurbished after we had suffered from noise problems for many months.

5) Which pumps and how many pumps will be replaced? Primary pumps, pump 2, etc?

6) Will the new pumps create more noise? If yes, how will you reduce the noise? if not, are they complete silent?

7) How much will the new works cost us?

8) Have the residents been consulted about those works and their cost? Do we have any say on this or do you have the right to spend our money at will?

Yours sincerely


On 21 February 2012 at 11:53 Cllr Roger Robinson wrote:


Dear Mr Wheatman

As I have said already the end of March for the restoration of hot water is far too long…far too long after so long a period without proper temperatures for the hot water on the Curnock estate.

I am asking again that this be speeded up and resolved much quicker….

Please advise

Best wishes

Roger Robinson, Cllr
St Pancras and Somers Town Ward


RELATED STORIES


1) No Hot Water on the Estate (3 Days) – REF: 1287090/1, 1287224/1 and 1287143
2) Hot Water Temperature Log
3) We are not alone in suffering – No Hot Water or Heating at the Holly Lodge Estate
4) Hot Water Problems on the Curnock Estate
3) Official Complaint Against Mr Wheatman (Interim Team Leader M&E Repairs and Improvements)
5) Offical Complaint about Low Hot Water Temperatures
6) Ongoing Low Hot Water Temperatures
7) More Boiler Failures due to Lack of Maintenance
8) Hot Water Issues will be hopefully fixed by 12th April 2012
9) A New Plant Has Been Ordered!!

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