All Residents, Central Heating, Communal Services, Hot Water

Positive Results From Our Campaign -UPDATED 13-03-2012


RESULT 1: MORE PEOPLE HAVE REPORTED THE PROBLEM


Mr Peter Swingler (Head of the Central Complaints Unit) stated that:

“You have put a case that all of the (286) flats on the estate have experienced low hot water temperatures for something now in the region off 60 days.

I am advised that not all the flats have reported or are thought to have experienced such a continuing problem for that duration, although evidently many have reported individual loss of service, including a number who have done so after your distribution of a letter to residents.”

COMMENT: As a result of our campaign there were more complaints that forced Camden Council to take this hot water issue seriously.

NOTE: The original and full review of our complaint that includes the above statement can be found HERE


RESULT 2: COMPENSATION


Mr Peter Swingler (Head of the Central Complaints Unit) informed us that:

“I appreciate that there has been a loss of hot water service to many if not all residents this year. The extent and the duration of loss of service to individual tenancies and leasehold flats on the estate are being established. I would expect that the HASC will apply its guidance of remedies Section 7.1 for tenants and section 7.2 for leaseholders in calculating what weekly refund and 80p per day rebate will be applied and any end of year adjustment made to leaseholder accounts.”

UPDATE:
Mr Duncan Miller (Case Management Officer) informed us that:

We are considering the level of compensation for affected properties. This will be calculated and all LB Camden tenants and leaseholders will be informed of their entitlement under a separate cover when the remedial works and testing have been completed.

COMMENT: As a result of our campaign there were more complaints that forced Camden Council to think about compensations due to loss of service.

NOTE: The original and full review of our complaint that includes the above statement can be found HERE and Reference No: 7603812


RESULT 3: FORMAL INVESTIGATION BY DIRECTORS


Mr Peter Swingler (Head of the Central Complaints Unit) and Julian Fulbrook (Cabinet Member for Housing) informed us that:

An urgent investigation of the hot water problems will be contacted by housing officers who are above Mr Patrick O Neil.

COMMENT: Our understanding is that the Directors who are higher than Mr Patrick O Neil (Head of Service Delivery) on the Camden Council’s hierarchy will investigate the problem and produce a report.

NOTE:The above statement is mentioned at: Letter to The Mayor and the Leader of the Council


RESULT 4: PROCEDURES REVIEW


Mr Duncan Miller (Case Management Officer) informed us that:

It is accepted that we could have communicated better with residents by sending regular updates and we also acknowledge that the lack of information when calling “Contact Camden” did not reflect well on the service that they are striving to provide. This failure in communication has highlighted that the procedures need to be reviewed and consultation is underway on how to be more pro-active in terms of communicating with our residents and key departments throughout the council.

COMMENT: At least they admitted that they need to be pro-active and respond to residents in a better and more efficient way.

NOTE:The above statement is mentioned at: Offical Complaint about Low Hot Water Temperatures – UPHELD


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