tag:blogger.com,1999:blog-38929397123774193842024-03-14T09:23:40.042+00:00Royal Borough of Kensington And Chelsea TMO Anonymoushttp://www.blogger.com/profile/11612209078295041624noreply@blogger.comBlogger22125tag:blogger.com,1999:blog-3892939712377419384.post-42150553313679820752014-08-08T11:12:00.001+01:002014-08-08T11:12:19.207+01:00To Alex Bosman Head OfContract Management RBKC TMO<div style="line-height: normal"><font size="3" face="Tahoma">Dear Alex,</font></div> <div style="line-height: normal"><font size="3" face="Tahoma"> </font></div> <div style="line-height: normal"><font size="3" face="Tahoma">I tried to get through this morning but was unable to make a connection to repairs direct. I do hope you can come on Monday to agree what needs to be done. I also noticed this morning that the current floor has been laid causing puddles to the left-hand side of the main shower area. This means that the water in the walk-in shower is not draining away as one would anticipate. I would really appreciate you or somebody being here Monday morning to make sure the builders/contractors are given the right instructions. We do need to agree next steps before any works begin, or we will have to postpone and consider another appropriate date for the work to be done,</font></div> <div style="line-height: normal"><font size="3" face="Tahoma"> </font></div> <div style="line-height: normal"><font size="3" face="Tahoma">With regard,</font></div> <div style="line-height: normal"><font size="3" face="Tahoma"> </font></div> <div style="line-height: normal"><font size="3" face="Tahoma">Donald Oddy</font></div> <div style="line-height: normal"><font size="3" face="Tahoma"> </font></div> <div style="line-height: normal"><a title="http://rbkctmodept.blogspot.co.uk" href="http://rbkctmodept.blogspot.co.uk">http://rbkctmodept.blogspot.co.uk</a></div> <div style="text-decoration: ; font-family: ; color: ; display: inline; line-height: normal"> <div style="font-family: ; line-height: normal"> <div><font size="3" face="Tahoma"> </font></div> <div style="background: #f5f5f5"> <div style="font-color: black"><font face="Tahoma"><font size="3"><b>From:</b> </font><a title="donoddy@outlook.com" style="href: "mailto:donoddy@outlook.com""><font color="#0000ff" size="3">Donald Oddy</font></a><font size="3"> </font></font></div> <div><font face="Tahoma"><font size="3"><b>Sent:</b> Thursday, August 07, 2014 8:11 AM</font></font></div> <div><font face="Tahoma"><font size="3"><b>To:</b> </font><a title="abosman@kctmo.org.uk" style="href: "mailto:abosman@kctmo.org.uk""><font color="#0000ff" size="3">Alex Bosman</font></a><font size="3"> </font></font></div> <div><font face="Tahoma"><font size="3"><b>Cc:</b> </font><a title="James.Costantino@rbkc.gov.uk" style="href: "mailto:James.Costantino@rbkc.gov.uk""><font color="#0000ff" size="3">James Costantino</font></a><font size="3"> ; </font><a title="leader@rbkc.gov.uk" style="href: "mailto:leader@rbkc.gov.uk""><font color="#0000ff" size="3">Leader Paget Brown</font></a><font size="3"> ; </font><a title="Cllr.Coleridge@rbkc.gov.uk" style="href: "mailto:Cllr.Coleridge@rbkc.gov.uk""><font color="#0000ff" size="3">Tim Coleridge</font></a><font size="3"> ; </font><a title="coleridge1@aol.com" style="href: "mailto:coleridge1@aol.com""><font color="#0000ff" size="3">Tim Tim Coleridge</font></a><font size="3"> ; </font><a title="TComplaints@kctmo.org.uk" style="href: "mailto:TComplaints@kctmo.org.uk""><font color="#0000ff" size="3">(T) Complaints</font></a><font size="3"> ; </font><a title="rblack@kctmo.org.uk" style="href: "mailto:rblack@kctmo.org.uk""><font color="#0000ff" size="3">Robert Black</font></a><font size="3"> ; </font><a title="jclifton@kctmo.org.uk" style="href: "mailto:jclifton@kctmo.org.uk""><font color="#0000ff" size="3">Jane Clifton</font></a><font size="3"> ; </font><a title="knoble@kctmo.org.uk" style="href: "mailto:knoble@kctmo.org.uk""><font color="#0000ff" size="3">Keith Noble</font></a><font size="3"> ; </font><a title="lcunningham@kctmo.org.uk" style="href: "mailto:lcunningham@kctmo.org.uk""><font color="#0000ff" size="3">Lorna Cunningham</font></a><font size="3"> ; </font><a title="jgriffin@kctmo.org.uk" style="href: "mailto:jgriffin@kctmo.org.uk""><font color="#0000ff" size="3">John Griffin</font></a><font size="3"> ; </font><a title="rhylton@kctmo.org.uk" style="href: "mailto:rhylton@kctmo.org.uk""><font color="#0000ff" size="3">Ray Hylton</font></a><font size="3"> ; </font><a title="jedwards@kctmo.org.uk" style="href: "mailto:jedwards@kctmo.org.uk""><font color="#0000ff" size="3">Janet Edwards</font></a><font size="3"> ; </font><a title="Leader.support@rbkc.gov.uk" style="href: "mailto:Leader.support@rbkc.gov.uk""><font color="#0000ff" size="3">Nick Paget-Brown</font></a><font size="3"> ; </font><a title="clees@kctmo.org.uk" style="href: "mailto:clees@kctmo.org.uk""><font color="#0000ff" size="3">Clare Lees</font></a><font size="3"> ; </font><a title="lmurphy@kctmorepairsdirect.co.uk" style="href: "mailto:lmurphy@kctmorepairsdirect.co.uk""><font color="#0000ff" size="3">Laura Murphy</font></a><font size="3"> </font></font></div> <div><font face="Tahoma"><font size="3"><b>Subject:</b> Re: Enquiry Ref 153876 </font></font></div></div></div> <div><font size="3" face="Tahoma"> </font></div></div> <div style="text-decoration: ; font-family: ; color: ; display: inline; line-height: normal"> <div dir="ltr"> <div style="font-family: ; color: "> <div><font size="3" face="Tahoma">Dear Alex,<br><br>I will try to call you today. Unfortunately I'm not available this afternoon. Generally I am available most days in the morning from 8 AM to mid day. But not this week.<br><br>1. Thank you for the attached copy </font> <div style="text-decoration: ; font-family: ; color: ; display: inline"><font style="size: 3" size="3" face="Tahoma">of the electrical report and works, and the certificates. It does not inspire confidence that these certificates might not be tracked down in the future when they are saved for flat 10 Curran house, although the contents appears to be that of my flat, flat 12 Curran house.<br><br>2. I am content for works to start on Monday 11th and be completed on Tuesday 12th with provisions agreed. Will this also include repair to carpet/cleaning the carpet as you mentioned in your previous note? And to prevent further damage to my carpet, will the installers please bring suitable coverings to prevent further damage? If they cannot prevent further damage, then we need some new contractors?<br><br>3. I think T Brown need to be challenged on their assertion that they have completed the job mentioned: they have not put sealant into my heating system at any stage since the boiler was changed couple of years ago. I don't like it when people say they have done something when they have not, I suspect that Mr Marsh may have made assumptions based on me chasing him, and he expecting that something has happened when it is not yet been done. I assume they have the sealant now, so there need be no delay in them coming to do the job. And the reason why I assume they still have some sealant is because it is not in my heating system.<br><br>Item 4 in this note which is labelled item 7, regarding the draining board, very happy to you to look at draining board and make a decision. I would suggest you come on the Monday morning 11th of August before the contractors start.<br><br>The reason for me copying in various people, it is not to put any pressure on you, it is to provide information to those people who have yet to reply to any of the issues which have been ongoing for some years. Including a new person, Mr James Costantino who is part of level I, purple zone whatever that is.</font></div> <div style="font-family: ; line-height: normal"> <div style="background: #f5f5f5"> <div style="font-color: black"><b></b><font size="3" face="Tahoma"> </font></div> <div style="font-color: black"><b></b><font size="3" face="Tahoma"> </font></div> <div style="font-color: black"><b></b><font size="3" face="Tahoma"> </font></div> <div style="font-color: black"><font face="Tahoma"><font size="3"><b>From:</b> </font><a title="abosman@kctmo.org.uk" style="href: "mailto:abosman@kctmo.org.uk""><font color="#0000ff" size="3">Alex Bosman</font></a><font size="3"> </font></font></div> <div><font face="Tahoma"><font size="3"><b>Sent:</b> Wednesday, August 06, 2014 2:51 PM</font></font></div> <div><font face="Tahoma"><font size="3"><b>To:</b> </font><a title="donoddy@outlook.com" style="href: "mailto:donoddy@outlook.com""><font color="#0000ff" size="3">'Donald Oddy'</font></a><font size="3"> </font></font></div> <div><font face="Tahoma"><font size="3"><b>Cc:</b> </font><a title="TComplaints@kctmo.org.uk" style="href: "mailto:TComplaints@kctmo.org.uk""><font color="#0000ff" size="3">(T) Complaints</font></a><font size="3"> </font></font></div> <div><font face="Tahoma"><font size="3"><b>Subject:</b> RE: Enquiry Ref 153876 </font></font></div></div></div> <div><font size="3" face="Tahoma"> </font></div></div> <div style="text-decoration: ; font-family: ; color: ; display: inline"> <div class="WordSection1"> <p class="MsoNormal" style="margin: 0cm 0cm 0pt"><span style="font-family: ; color: "><font color="#1f497d" size="3" face="Tahoma">Dear Mr Oddy,</font></span></p> <p class="MsoNormal" style="margin: 0cm 0cm 0pt"><span style="font-family: ; color: "></span><font size="3" face="Tahoma"> </font></p> <p class="MsoNormal" style="margin: 0cm 0cm 0pt"><span style="font-family: ; color: "><font color="#1f497d" size="3" face="Tahoma">Thank you for your response below, I have called today and left a voicemail however if it is convenient for you I would like to visit your home tomorrow afternoon between 4.30 and 5.30, please confirm if this is possible.</font></span></p> <p class="MsoNormal" style="margin: 0cm 0cm 0pt"><span style="font-family: ; color: "></span><font size="3" face="Tahoma"> </font></p> <p class="MsoNormal" style="margin: 0cm 0cm 0pt"><span style="font-family: ; color: "><font color="#1f497d" size="3" face="Tahoma">I am also able to provide some further information on some of the points below:</font></span></p> <p class="MsoNormal" style="margin: 0cm 0cm 0pt"><span style="font-family: ; color: "></span><font size="3" face="Tahoma"> </font></p> <p class="MsoListParagraph" style="margin: 0cm 0cm 0pt 36pt; text-indent: -18pt; mso-list: l0 level1 lfo1"><font color="#1f497d"><font face="Tahoma"><font size="3"><span style="font-family: ; color: "><span style="mso-list: ignore">1.<span style="font-family: ; line-height: normal"> </span></span></span><span style="font-family: ; color: ">For your reassurance I have attached a copy of the original electrical certificate which list the system as unsatisfactory and the second part of the document which certifies the system following the rewire works.</span></font></font></font></p> <p class="MsoListParagraph" style="margin: 0cm 0cm 0pt 36pt; text-indent: -18pt; mso-list: l0 level1 lfo1"><font color="#1f497d"><font face="Tahoma"><font size="3"><span style="font-family: ; color: "><span style="mso-list: ignore">2.<span style="font-family: ; line-height: normal"> </span></span></span><span style="font-family: ; color: ">If my visit tomorrow is convenient I would like to agree the plan of works with you and a proposed start date of Monday 11<sup>th</sup> August with works being completed on Tuesday 12<sup>th</sup> August.</span></font></font></font></p> <p class="MsoListParagraph" style="margin: 0cm 0cm 0pt 36pt; text-indent: -18pt; mso-list: l0 level1 lfo1"><font color="#1f497d"><font face="Tahoma"><font size="3"><span style="font-family: ; color: "><span style="mso-list: ignore">3.<span style="font-family: ; line-height: normal"> </span></span></span><span style="font-family: ; color: ">Having discussed the works to your heating system T Brown have confirmed that sealant was put in to your system to address any minor leak, having reviewed your repair history I see that the last report of low pressure was on the 7<sup>th</sup> July, it would be useful to discuss this issue when we meet to understand if it has now been resolved. </span></font></font></font></p> <p class="MsoListParagraph" style="margin: 0cm 0cm 0pt 36pt; text-indent: -18pt; mso-list: l1 level1 lfo2"><font color="#1f497d"><font face="Tahoma"><font size="3"><span style="font-family: ; color: "><span style="mso-list: ignore">7.<span style="font-family: ; line-height: normal"> </span></span></span><span style="font-family: ; color: ">I am happy to review the condition of the draining board with you and arrange for a replacement if necessary.</span></font></font></font></p> <p class="MsoNormal" style="margin: 0cm 0cm 0pt"><span style="font-family: ; color: "></span><font size="3" face="Tahoma"> </font></p> <p class="MsoNormal" style="margin: 0cm 0cm 0pt"><span style="font-family: ; color: "><font color="#1f497d" size="3" face="Tahoma">Kind regards,</font></span></p> <p class="MsoNormal" style="margin: 0cm 0cm 0pt"><span style="font-family: ; color: "></span><font size="3" face="Tahoma"> </font></p> <p class="MsoNormal" style="margin: 0cm 0cm 0pt"><span style="font-family: ; color: "><font color="#1f497d" size="3" face="Tahoma">Alex</font></span></p> <p class="MsoNormal" style="margin: 0cm 0cm 0pt"><span style="font-family: ; color: "></span><font size="3" face="Tahoma"> </font></p> <div> <p class="MsoNormal" style="margin: 0cm 0cm 0pt"><span style="font-family: ; color: "><font color="#1f497d" size="3" face="Tahoma">Alex Bosman</font></span></p> <p class="MsoNormal" style="margin: 0cm 0cm 0pt"><span style="font-family: ; color: "></span><font size="3" face="Tahoma"> </font></p> <p class="MsoNormal" style="margin: 0cm 0cm 0pt"><span style="font-family: ; color: "><font color="#1f497d" size="3" face="Tahoma">Head of Contract Management</font></span></p> <p class="MsoNormal" style="margin: 0cm 0cm 0pt"><span style="font-family: ; color: "><font color="#1f497d" size="3" face="Tahoma">Kensington & Chelsea TMO</font></span></p> <p class="MsoNormal" style="margin: 0cm 0cm 0pt"><span style="font-family: ; color: "><font color="#1f497d" size="3" face="Tahoma">292a Kensal Road</font></span></p> <p class="MsoNormal" style="margin: 0cm 0cm 0pt"><span style="font-family: ; color: "><font color="#1f497d" size="3" face="Tahoma">W10 5BE</font></span></p> <p class="MsoNormal" style="margin: 0cm 0cm 0pt"><span style="font-family: ; color: "><font color="#1f497d" size="3" face="Tahoma">07970 248 534</font></span></p> <p class="MsoNormal" style="margin: 0cm 0cm 0pt"><span style="font-family: ; color: "><font size="3" face="Tahoma"><img id="Picture_x0020_2" alt="cid:image012.jpg@01CDD887.86ED0FC0" src="wlmailhtml:{EB086D49-0DDD-450C-A220-0EDAEE989E68}mid://00000009/!cid:47816D721811446C84CFDF5AD39DF7BB@DonaldPC" width="96" height="77"></font></span></p></div> <p class="MsoNormal" style="margin: 0cm 0cm 0pt"><span style="font-family: ; color: "></span><font size="3" face="Tahoma"> </font></p> <div> <div style="border-top: #b5c4df 1pt solid; border-right: medium none; border-bottom: medium none; padding-bottom: 0cm; padding-top: 3pt; padding-left: 0cm; border-left: medium none; padding-right: 0cm"> <p class="MsoNormal" style="margin: 0cm 0cm 0pt"><b><span lang="EN-US" style="font-family: "><font size="3" face="Tahoma">From:</font></span></b><span lang="EN-US" style="font-family: "><font size="3" face="Tahoma"> Donald Oddy [mailto:donoddy@outlook.com] <br><b>Sent:</b> 05 August 2014 11:04<br><b>To:</b> Alex Bosman<br><b>Subject:</b> Re: Enquiry Ref 153876 </font></span></p></div></div> <p class="MsoNormal" style="margin: 0cm 0cm 0pt"><font size="3" face="Tahoma"></font> </p> <div> <div> <div> <p class="MsoNormal" style="margin: 0cm 0cm 0pt"><span style="font-family: ; color: "><font size="3" face="Tahoma">Dear Alex,</font></span></p></div> <div> <p class="MsoNormal" style="margin: 0cm 0cm 0pt"><span style="font-family: ; color: "><font size="3" face="Tahoma"> </font></span></p></div> <div> <p class="MsoNormal" style="margin: 0cm 0cm 0pt"><span style="font-family: ; color: "><font size="3" face="Tahoma">Thank you very much for your response, and for taking the time and trouble to go through each point I made in my complaint. As a general rule, it would be better to get back to the service user in a more timely fashion. You did not fulfil your own criteria when managing complaints, and it would be acceptable as an apology had there not been a failure to communicate properly and deal with issues over the last few years in a timely manner.</font></span></p></div> <div> <p class="MsoNormal" style="margin: 0cm 0cm 0pt"><span style="font-family: ; color: "><font size="3" face="Tahoma"> </font></span></p></div> <div> <p class="MsoNormal" style="margin: 0cm 0cm 0pt"><span style="font-family: ; color: "><font size="3" face="Tahoma">I don’t know if you keep a log of time spent by contractors at my flat, don’t forget I too have had to endure time with contractors in my flat. And if you think I might be an inconvenient tenant, I will leave it to your imagination just how inconvenient your department has made my life. Especially when the TMO staff have been less than truthful when it comes to issues and resolutions.</font></span></p></div> <div> <p class="MsoNormal" style="margin: 0cm 0cm 0pt"><span style="font-family: ; color: "><font size="3" face="Tahoma"> </font></span></p></div> <div> <p class="MsoNormal" style="margin: 0cm 0cm 0pt"><span style="font-family: ; color: "><font size="3" face="Tahoma">Same as you, taking each point I made, I have added notes in a different font/colour so you can understand where I am coming from.</font></span></p></div> <div> <p class="MsoNormal" style="margin: 0cm 0cm 0pt"><span style="font-family: ; color: "><font size="3" face="Tahoma"> </font></span></p></div> <div> <p class="MsoNormal" style="margin: 0cm 0cm 0pt"><span style="font-family: ; color: "><font size="3" face="Tahoma">I am agreeable to you coming and discussing what needs to be done to put matters right. And as part of this exercise, a plan? A project plan may be with the usual, what, by who, contact names and numbers, duration and completion. And hopefully with who is signing off and by when.</font></span></p></div> <div> <p class="MsoNormal" style="margin: 0cm 0cm 0pt"><span style="font-family: ; color: "><font size="3" face="Tahoma"> </font></span></p></div> <div> <p class="MsoNormal" style="margin: 0cm 0cm 0pt"><span style="font-family: ; color: "><font size="3" face="Tahoma">I also noticed that the email system used by the RBKC and the TMO makes it clear that my communications have been received by those I have sent them to in the past. Failure to communicate back to me on issues, be they procedural or otherwise is quite insulting. And I do not expect you to apologise for their indolence, or their insulting behaviour towards me. They will have to apologise themselves, if they choose to apologise is not for you to concern yourself with as part of getting the jobs done.</font></span></p></div> <div> <p class="MsoNormal" style="margin: 0cm 0cm 0pt"><span style="font-family: ; color: "><font size="3" face="Tahoma"> </font></span></p></div> <div> <p class="MsoNormal" style="margin: 0cm 0cm 0pt"><span style="font-family: ; color: "><font size="3" face="Tahoma">I look forward to seeing you as soon as possible,</font></span></p></div> <div> <p class="MsoNormal" style="margin: 0cm 0cm 0pt"><span style="font-family: ; color: "><font size="3" face="Tahoma"> </font></span></p></div> <div> <p class="MsoNormal" style="margin: 0cm 0cm 0pt"><span style="font-family: ; color: "><font size="3" face="Tahoma">Donald Oddy</font></span></p></div> <div> <p class="MsoNormal" style="margin: 0cm 0cm 0pt"><span style="font-family: ; color: "><font size="3" face="Tahoma"> </font></span></p></div> <div> <p class="MsoNormal" style="margin: 0cm 0cm 0pt"><span style="font-family: ; color: "><font size="3" face="Tahoma"> </font></span></p></div> <div> <p class="MsoNormal" style="margin: 0cm 0cm 0pt"><span style="font-family: ; color: "><font size="3" face="Tahoma"> </font></span></p></div> <div> <p class="MsoNormal" style="margin: 0cm 0cm 0pt"><span style="font-family: ; color: "><font size="3" face="Tahoma">Dear Mr Oddy,</font></span></p></div> <div> <p class="MsoNormal" style="margin: 0cm 0cm 0pt"><span style="font-family: ; color: "><font size="3" face="Tahoma"> </font></span></p></div> <div> <p class="MsoNormal" style="margin: 0cm 0cm 0pt"><span style="font-family: ; color: "><font size="3" face="Tahoma">RE: Enquiry Ref 153876 - Flat 12 Curran House Lucan Place London SW3 3PG</font></span></p></div> <div> <p class="MsoNormal" style="margin: 0cm 0cm 0pt"><span style="font-family: ; color: "><font size="3" face="Tahoma"> </font></span></p></div> <div> <p class="MsoNormal" style="margin: 0cm 0cm 0pt"><span style="font-family: ; color: "><font size="3" face="Tahoma">Thank you for your email dated 18 July 2014 having reviewed the specific concerns you have raised I am able to respond in the same order; I also understand that you have some overarching concerns and I would appreciate the opportunity to discuss these in person to understand if they are historic and have been addressed by changes made within the Asset and Regeneration team over the past year, are areas which have been identified for improvement or need to be addressed.</font></span></p></div> <div> <p class="MsoNormal" style="margin: 0cm 0cm 0pt"><span style="font-family: ; color: "><font size="3" face="Tahoma">1. Rewire post inspection</font></span></p></div> <div> <p class="MsoNormal" style="margin: 0cm 0cm 0pt"><span style="font-family: ; color: "><font size="3" face="Tahoma"> The purpose of the post inspection is not to test the safety of the new system as this is carried out during the works by the registered NIEC engineers with details recorded on the new certificate. The post inspection is intended to confirm works have been completed in a tidy manner to the residents satisfaction and match the specification.</font></span></p></div> <div> <p class="MsoNormal" style="margin: 0cm 0cm 0pt"><span style="font-family: ; color: "><font color="#0000ff" size="3" face="Tahoma">[Rewire: thank you for that information, I did not know a new certificate had been issued as a consequence. I did not know that this was part of the contract with either the main contractor or the subcontractor who carried out the work. There is a conflict in knowing and as a resident that the post-inspection was all about tidiness on the one hand, and to match the specification on the other. As I was not party to the initial specifications, anything I might have signed to indicate completion and satisfied is outside my purview and my knowledge of the initial contract. These were some of the points I made before the wiring went ahead after I complained about the behaviour of the main contractor.]</font></span><span style="font-family: ; color: "></span></p></div> <div> <p class="MsoNormal" style="margin: 0cm 0cm 0pt"><span style="font-family: ; color: "><font size="3" face="Tahoma"> </font></span></p></div> <div> <p class="MsoNormal" style="margin: 0cm 0cm 0pt"><span style="font-family: ; color: "><font size="3" face="Tahoma">2. Leak from walk in shower</font></span></p></div> <div> <p class="MsoNormal" style="margin: 0cm 0cm 0pt"><span style="font-family: ; color: "><font size="3" face="Tahoma"> I apologies that you have historically received conflicting information regarding the possible leak from your walk in shower to the property below. I understand that Keith Noble has recently been working with our contractor to resolve this long standing issue which Keith believes has been caused by incorrect instillation. To resolve this it will be necessary to install a formed shower tray with new a waste connection below the floor finishing which will be renewed. I understand this has been a long standing issues and that you have received conflicting information however I am confident that Keith has correctly diagnosed the cause and necessary works required to resolve this issue; due to the nature of this leak and the impact it is having on the resident below it is important that these works are completed as soon as possible. Although works were programmed to start today I have been informed by our contractor that you would not allow them access due to your other outstanding concerns; I would like to reassure you that I will address your concerns appropriately however the works to your bathroom need to be programmed urgently. I attempted to phone you today to discuss these concerns however you were unavailable; I will call again tomorrow and would appreciate the opportunity to visit your home to discuss your concerns.</font></span></p></div> <div> <p class="MsoNormal" style="margin: 0cm 0cm 0pt"><span style="font-family: ; color: "><font size="3" face="Tahoma"> </font></span></p></div> <div> <p class="MsoNormal" style="margin: 0cm 0cm 0pt"><span style="font-family: ; color: "><font color="#0000ff" size="3" face="Tahoma">[The shower room: this has been an ongoing problem since I first came to live in this flat. Problems with the power shower and installation became apparent over a very short period. The power shower has been replaced once as the first unit failed.</font></span><span style="font-family: ; color: "></span></p></div> <div> <p class="MsoNormal" style="margin: 0cm 0cm 0pt"><span style="font-family: ; color: "><font size="3" face="Tahoma"> </font></span></p></div> <div> <p class="MsoNormal" style="margin: 0cm 0cm 0pt"><span style="font-family: ; color: "><font color="#0000ff" size="3" face="Tahoma">Shower room floor: the shower room floor has been a concern since I first took up residence. The shower room floor has been inspected on numerous occasions by TMO staff and two surveyors in the past. And still the floor has been leaking for some years. I agree this is an urgent matter because of damage to my neighbour downstairs, and the health and safety implications have been raised by me for several years with regard to electricity and damage and hazardous conditions for my neighbour. Thank you for reminding me just how important health and safety is and how sadly the TMO have ignored, indeed denied there was a problem over the years.]</font></span><span style="font-family: ; color: "></span></p></div> <div> <p class="MsoNormal" style="margin: 0cm 0cm 0pt"><span style="font-family: ; color: "><font size="3" face="Tahoma"> </font></span></p></div> <div> <p class="MsoNormal" style="margin: 0cm 0cm 0pt"><span style="font-family: ; color: "><font size="3" face="Tahoma">3. Leak to your heating system</font></span></p></div> <div> <p class="MsoNormal" style="margin: 0cm 0cm 0pt"><span style="font-family: ; color: "><font size="3" face="Tahoma"> The works to resolve the possible leak to your heating system are included within the current domestic boiler servicing and repair contract and do not require authorization by the TMO. I apologies that these have not yet been completed by our contractor and have contacted them to confirm the exact works which have been completed and if necessary will arrange for an engineer to re-attend at a convenient time to resolve this matter. Once I have received feedback from our contractor I will be able to confirm to you if any further works are required.</font></span></p></div> <div> <p class="MsoNormal" style="margin: 0cm 0cm 0pt"><span style="font-family: ; color: "><font size="3" face="Tahoma"> </font></span></p></div> <div> <p class="MsoNormal" style="margin: 0cm 0cm 0pt"><span style="font-family: ; color: "><font color="#0000ff" size="3" face="Tahoma">[Heating system: I have forgotten just how many times I have had to ask the TMO to come and recharge the water system for the gas boiler. I have not forgotten how much effort I needed to encourage the TMO to replace radiators. I have not forgotten that the TMO denied the true age of my previous gas boiler, and it was only when I found the first guarantee left by the previous tenant, that I was able to get the TMO to agree that the gas boiler was much older than they emphatically declared for some years.]</font></span><span style="font-family: ; color: "></span></p></div> <div> <p class="MsoNormal" style="margin: 0cm 0cm 0pt"><span style="font-family: ; color: "><font size="3" face="Tahoma"> </font></span></p></div> <div> <p class="MsoNormal" style="margin: 0cm 0cm 0pt"><span style="font-family: ; color: "><font size="3" face="Tahoma">4. Kitchen window repair</font></span></p></div> <div> <p class="MsoNormal" style="margin: 0cm 0cm 0pt"><span style="font-family: ; color: "><font size="3" face="Tahoma"> Thank you for confirming that works to your kitchen window have now been completed.</font></span></p></div> <div> <p class="MsoNormal" style="margin: 0cm 0cm 0pt"><span style="font-family: ; color: "><font size="3" face="Tahoma">Kitchen window: yes the kitchen window has been repaired following the intervention of Mr Keith Noble, with whom I have no problem. Indeed Mr Noble has been very helpful in the main. But I suspect that he has had to go through quite a number of hoops to do his own job, and I understand that Mr Noble is a consultant and not part of RBKC TMO.</font></span></p></div> <div> <p class="MsoNormal" style="margin: 0cm 0cm 0pt"><span style="font-family: ; color: "><font size="3" face="Tahoma">5. Pest proofing</font></span></p></div> <div> <p class="MsoNormal" style="margin: 0cm 0cm 0pt"><span style="font-family: ; color: "><font size="3" face="Tahoma"> During my proposed visit I will be able to inspect and specify any necessary mouse proofing which may be required following the recent electrical works.</font></span></p></div> <div> <p class="MsoNormal" style="margin: 0cm 0cm 0pt"><span style="font-family: ; color: "><font color="#0000ff" size="3" face="Tahoma">[Pest proofing: every year since I have been living here, there have been problems with mice coming in. And the recommended pest proofing, it has always been haphazard, incomplete and truthfully it cannot be done correctly without removing kitchen units, voids at the back of the WC and replacing mouse proofing in the walk-in shower. Personally and without prejudice to myself, the pest control officer and what he has done has been most effective. If you were to try and pest proof my abode, it would involve taking the kitchen and the toilet apart, something I cannot imagine you doing.]</font></span><span style="font-family: ; color: "></span></p></div> <div> <p class="MsoNormal" style="margin: 0cm 0cm 0pt"><span style="font-family: ; color: "><font size="3" face="Tahoma">6. Damage to carpet</font></span></p></div> <div> <p class="MsoNormal" style="margin: 0cm 0cm 0pt"><span style="font-family: ; color: "><font size="3" face="Tahoma"> I understand that Keith has arranged for our contractor to clean the affected carpet when they re-attend to carry out the works listed in point 2 and has reinforced with the contractor the contractual importance of using floor protection during works to prevent possible damage and achieve resident satisfaction. I apologies that this did not happen in this instance.</font></span></p></div> <div> <p class="MsoNormal" style="margin: 0cm 0cm 0pt"><span style="font-family: ; color: "><font color="#0000ff" size="3" face="Tahoma">[Damaged carpet: when the tradesmen/subcontractors came to see me last week, nothing was said about cleaning up the carpets as part of the job. The contractor offered to start work on the Friday, leaving me without a bathroom over the weekend. And then to finish the job on Monday. I have disabilities which mean I need toilet and bathroom facilities twenty-four hours a day. Friday was not a good idea. I was expecting a reply from your department by Friday last week with regard to these matters. And I also asked the contractor to text me about starting on the Monday. These two elements did not happen, the contractor did not text me and I could not contact him, and your department did not get back to me within ten days, and I was left without any understanding, least of all about the carpet and what the intentions were regarding these matters.]</font></span><span style="font-family: ; color: "></span></p></div> <div> <p class="MsoNormal" style="margin: 0cm 0cm 0pt"><span style="font-family: ; color: "><font size="3" face="Tahoma"> </font></span></p></div> <div> <p class="MsoNormal" style="margin: 0cm 0cm 0pt"><span style="font-family: ; color: "><font size="3" face="Tahoma">7. Damage to draining board</font></span></p></div> <div> <p class="MsoNormal" style="margin: 0cm 0cm 0pt"><span style="font-family: ; color: "><font size="3" face="Tahoma"> In addition to the cleaning of the carpet Keith has also arranged for the contractor to rectify the damage to the drainage board caused during the repair to your kitchen window. I will be discussing these concerns with our repairs contractor to achieve service improvement.</font></span></p></div> <div> <p class="MsoNormal" style="margin: 0cm 0cm 0pt"><span style="font-family: ; color: "><font color="#0000ff" size="3" face="Tahoma">[Damage to draining board in kitchen: some years ago when you had to replace the draining board I did complain to the TMO about the quality and my concerns about the draining board being flimsy. Your surveyor at the time said it was perfectly adequate, and because I have been careful with the draining board, only when workmen ignored my suggestion to be careful, did it get damaged twice, each time they came to mend the window.</font></span><span style="font-family: ; color: "></span></p></div> <div> <p class="MsoNormal" style="margin: 0cm 0cm 0pt"><span style="font-family: ; color: "><font color="#0000ff" size="3" face="Tahoma">I don’t think the draining board can be put right, without it being unsightly and water puddles forming and not draining away.]</font></span><span style="font-family: ; color: "></span></p></div> <div> <p class="MsoNormal" style="margin: 0cm 0cm 0pt"><span style="font-family: ; color: "><font size="3" face="Tahoma"> </font></span></p></div> <div> <p class="MsoNormal" style="margin: 0cm 0cm 0pt"><span style="font-family: ; color: "><font size="3" face="Tahoma">There have been a number of changes within the Asset and Regeneration team over the past 18 months to improve the service we offer to our residents; due to the complex nature of some of the works we carry out and the number of homes we maintain it will take time to imbed these changes. As previously mentioned I would appreciate the opportunity to discuss these changes with you and understand where we still have work to do.</font></span></p></div> <div> <p class="MsoNormal" style="margin: 0cm 0cm 0pt"><span style="font-family: ; color: "><font size="3" face="Tahoma">Although our complaints policy allows a ten day period for investigation and response we aim to be able to resolve matters more swiftly depending on their complexity. I am sorry that I have not been able to provide a response in a more timely manner on this occasion.</font></span></p></div> <div> <p class="MsoNormal" style="margin: 0cm 0cm 0pt"><span style="font-family: ; color: "><font size="3" face="Tahoma">From my understanding of your concerns I hope the information above clarifies the actions which are outstanding and how these can be resolved; however if you have any further queries please do not hesitate to contact me.</font></span></p></div> <div> <p class="MsoNormal" style="margin: 0cm 0cm 0pt"><span style="font-family: ; color: "><font size="3" face="Tahoma"> </font></span></p></div> <div> <p class="MsoNormal" style="margin: 0cm 0cm 0pt"><span style="font-family: ; color: "><font color="#0000ff" size="3" face="Tahoma">[Following recent events, I am aware that emails sent by me complaining to you or other individuals of the RBKC and TMO have been received and ignored. Or assumptions have been made following their receipt that somebody somewhere has been doing something about my situation. Far be it from me to suggest people find it acceptable to ignore communications. Fortunately I now know that communications have been received, because some people within RBKC and TMO put their email system onto automatic holiday response. And even now, the automatic holiday response has been adjusted in the last twenty-four hours. So I know all of you have been aware, and have received my emails since the beginning.]</font></span><span style="font-family: ; color: "></span></p></div> <div> <p class="MsoNormal" style="margin: 0cm 0cm 0pt"><span style="font-family: ; color: "><font size="3" face="Tahoma"> </font></span></p></div> <div> <p class="MsoNormal" style="margin: 0cm 0cm 0pt"><span style="font-family: ; color: "><font size="3" face="Tahoma">Kind regards,</font></span></p></div> <div> <p class="MsoNormal" style="margin: 0cm 0cm 0pt"><span style="font-family: ; color: "><font size="3" face="Tahoma"> </font></span></p></div> <div> <p class="MsoNormal" style="margin: 0cm 0cm 0pt"><span style="font-family: ; color: "><font size="3" face="Tahoma">Alex</font></span></p></div> <div> <p class="MsoNormal" style="margin: 0cm 0cm 0pt"><span style="font-family: ; color: "><font size="3" face="Tahoma"> </font></span></p></div> <div> <p class="MsoNormal" style="margin: 0cm 0cm 0pt"><span style="font-family: ; color: "><font size="3" face="Tahoma">Alex Bosman</font></span></p></div> <div> <p class="MsoNormal" style="margin: 0cm 0cm 0pt"><span style="font-family: ; color: "><font size="3" face="Tahoma"> </font></span></p></div> <div> <p class="MsoNormal" style="margin: 0cm 0cm 0pt"><span style="font-family: ; color: "><font size="3" face="Tahoma"> </font></span></p></div> <div> <p class="MsoNormal" style="margin: 0cm 0cm 0pt"><span style="font-family: ; color: "><font size="3" face="Tahoma">Head of Contract Management</font></span></p></div> <div> <p class="MsoNormal" style="margin: 0cm 0cm 0pt"><span style="font-family: ; color: "><font size="3" face="Tahoma">t: 0800 137 111</font></span></p></div> <div> <p class="MsoNormal" style="margin: 0cm 0cm 0pt"><span style="font-family: ; color: "><font size="3" face="Tahoma"> </font></span></p></div> <div> <p class="MsoNormal" style="margin: 0cm 0cm 0pt"><span style="font-family: ; color: "><font size="3" face="Tahoma">-----Original Message----- </font></span></p></div> <div> <p class="MsoNormal" style="margin: 0cm 0cm 0pt"><span style="font-family: ; color: "><font size="3" face="Tahoma">From: Alex Bosman </font></span></p></div> <div> <p class="MsoNormal" style="margin: 0cm 0cm 0pt"><span style="font-family: ; color: "><font size="3" face="Tahoma">Sent: Monday, August 04, 2014 6:06 PM </font></span></p></div> <div> <p class="MsoNormal" style="margin: 0cm 0cm 0pt"><span style="font-family: ; color: "><font size="3" face="Tahoma">To: 'donoddy@hotmail.com' </font></span></p></div> <div> <p class="MsoNormal" style="margin: 0cm 0cm 0pt"><span style="font-family: ; color: "><font size="3" face="Tahoma">Cc: (T) Complaints </font></span></p></div> <div> <p class="MsoNormal" style="margin: 0cm 0cm 0pt"><span style="font-family: ; color: "><font size="3" face="Tahoma">Subject: RE: Enquiry Ref 153876 </font></span></p></div> <div> <p class="MsoNormal" style="margin: 0cm 0cm 0pt"><span style="font-family: ; color: "><font size="3" face="Tahoma"> </font></span></p></div> <div> <p class="MsoNormal" style="margin: 0cm 0cm 0pt"><span style="font-family: ; color: "><font size="3" face="Tahoma">Dear Mr Oddy,</font></span></p></div> <div> <p class="MsoNormal" style="margin: 0cm 0cm 0pt"><span style="font-family: ; color: "><font size="3" face="Tahoma"> </font></span></p></div> <div> <p class="MsoNormal" style="margin: 0cm 0cm 0pt"><span style="font-family: ; color: "><font size="3" face="Tahoma">RE: Enquiry Ref 153876 - Flat 12 Curran House Lucan Place London SW3 3PG</font></span></p></div> <div> <p class="MsoNormal" style="margin: 0cm 0cm 0pt"><span style="font-family: ; color: "><font size="3" face="Tahoma"> </font></span></p></div> <div> <p class="MsoNormal" style="margin: 0cm 0cm 0pt"><span style="font-family: ; color: "><font size="3" face="Tahoma">Thank you for your email dated 18 July 2014 having reviewed the specific concerns you have raised I am able to respond in the same order; I also understand that you have some overarching concerns and I would appreciate the opportunity to discuss these in person to understand if they are historic and have been addressed by changes made within the Asset and Regeneration team over the past year, are areas which have been identified for improvement or need to be addressed.</font></span></p></div> <div> <p class="MsoNormal" style="margin: 0cm 0cm 0pt"><span style="font-family: ; color: "><font size="3" face="Tahoma">1. Rewire post inspection</font></span></p></div> <div> <p class="MsoNormal" style="margin: 0cm 0cm 0pt"><span style="font-family: ; color: "><font size="3" face="Tahoma"> The purpose of the post inspection is not to test the safety of the new system as this is carried out during the works by the registered NIEC engineers with details recorded on the new certificate. The post inspection is intended to confirm works have been completed in a tidy manner to the residents satisfaction and match the specification.</font></span></p></div> <div> <p class="MsoNormal" style="margin: 0cm 0cm 0pt"><span style="font-family: ; color: "><font size="3" face="Tahoma">2. Leak from walk in shower</font></span></p></div> <div> <p class="MsoNormal" style="margin: 0cm 0cm 0pt"><span style="font-family: ; color: "><font size="3" face="Tahoma"> I apologies that you have historically received conflicting information regarding the possible leak from your walk in shower to the property below. I understand that Keith Noble has recently been working with our contractor to resolve this long standing issue which Keith believes has been caused by incorrect instillation. To resolve this it will be necessary to install a formed shower tray with new a waste connection below the floor finishing which will be renewed. I understand this has been a long standing issues and that you have received conflicting information however I am confident that Keith has correctly diagnosed the cause and necessary works required to resolve this issue; due to the nature of this leak and the impact it is having on the resident below it is important that these works are completed as soon as possible. Although works were programmed to start today I have been informed by our contractor that you would not allow them access due to your other outstanding concerns; I would like to reassure you that I will address your concerns appropriately however the works to your bathroom need to be programmed urgently. I attempted to phone you today to discuss these concerns however you were unavailable; I will call again tomorrow and would appreciate the opportunity to visit your home to discuss your concerns.</font></span></p></div> <div> <p class="MsoNormal" style="margin: 0cm 0cm 0pt"><span style="font-family: ; color: "><font size="3" face="Tahoma">3. Leak to your heating system</font></span></p></div> <div> <p class="MsoNormal" style="margin: 0cm 0cm 0pt"><span style="font-family: ; color: "><font size="3" face="Tahoma"> The works to resolve the possible leak to your heating system are included within the current domestic boiler servicing and repair contract and do not require authorization by the TMO. I apologies that these have not yet been completed by our contractor and have contacted them to confirm the exact works which have been completed and if necessary will arrange for an engineer to re-attend at a convenient time to resolve this matter. Once I have received feedback from our contractor I will be able to confirm to you if any further works are required.</font></span></p></div> <div> <p class="MsoNormal" style="margin: 0cm 0cm 0pt"><span style="font-family: ; color: "><font size="3" face="Tahoma">4. Kitchen window repair</font></span></p></div> <div> <p class="MsoNormal" style="margin: 0cm 0cm 0pt"><span style="font-family: ; color: "><font size="3" face="Tahoma"> Thank you for confirming that works to your kitchen window have now been completed.</font></span></p></div> <div> <p class="MsoNormal" style="margin: 0cm 0cm 0pt"><span style="font-family: ; color: "><font size="3" face="Tahoma">5. Pest proofing</font></span></p></div> <div> <p class="MsoNormal" style="margin: 0cm 0cm 0pt"><span style="font-family: ; color: "><font size="3" face="Tahoma"> During my proposed visit I will be able to inspect and specify any necessary mouse proofing which may be required following the recent electrical works.</font></span></p></div> <div> <p class="MsoNormal" style="margin: 0cm 0cm 0pt"><span style="font-family: ; color: "><font size="3" face="Tahoma">6. Damage to carpet</font></span></p></div> <div> <p class="MsoNormal" style="margin: 0cm 0cm 0pt"><span style="font-family: ; color: "><font size="3" face="Tahoma"> I understand that Keith has arranged for our contractor to clean the affected carpet when they re-attend to carry out the works listed in point 2 and has reinforced with the contractor the contractual importance of using floor protection during works to prevent possible damage and achieve resident satisfaction. I apologies that this did not happen in this instance.</font></span></p></div> <div> <p class="MsoNormal" style="margin: 0cm 0cm 0pt"><span style="font-family: ; color: "><font size="3" face="Tahoma">7. Damage to draining board</font></span></p></div> <div> <p class="MsoNormal" style="margin: 0cm 0cm 0pt"><span style="font-family: ; color: "><font size="3" face="Tahoma"> In addition to the cleaning of the carpet Keith has also arranged for the contractor to rectify the damage to the drainage board caused during the repair to your kitchen window. I will be discussing these concerns with our repairs contractor to achieve service improvement.</font></span></p></div> <div> <p class="MsoNormal" style="margin: 0cm 0cm 0pt"><span style="font-family: ; color: "><font size="3" face="Tahoma"> </font></span></p></div> <div> <p class="MsoNormal" style="margin: 0cm 0cm 0pt"><span style="font-family: ; color: "><font size="3" face="Tahoma">There have been a number of changes within the Asset and Regeneration team over the past 18 months to improve the service we offer to our residents; due to the complex nature of some of the works we carry out and the number of homes we maintain it will take time to imbed these changes. As previously mentioned I would appreciate the opportunity to discuss these changes with you and understand where we still have work to do.</font></span></p></div> <div> <p class="MsoNormal" style="margin: 0cm 0cm 0pt"><span style="font-family: ; color: "><font size="3" face="Tahoma">Although our complaints policy allows a ten day period for investigation and response we aim to be able to resolve matters more swiftly depending on their complexity. I am sorry that I have not been able to provide a response in a more timely manner on this occasion.</font></span></p></div> <div> <p class="MsoNormal" style="margin: 0cm 0cm 0pt"><span style="font-family: ; color: "><font size="3" face="Tahoma">From my understanding of your concerns I hope the information above clarifies the actions which are outstanding and how these can be resolved; however if you have any further queries please do not hesitate to contact me.</font></span></p></div> <div> <p class="MsoNormal" style="margin: 0cm 0cm 0pt"><span style="font-family: ; color: "><font size="3" face="Tahoma"> </font></span></p></div> <div> <p class="MsoNormal" style="margin: 0cm 0cm 0pt"><span style="font-family: ; color: "><font size="3" face="Tahoma">Kind regards,</font></span></p></div> <div> <p class="MsoNormal" style="margin: 0cm 0cm 0pt"><span style="font-family: ; color: "><font size="3" face="Tahoma"> </font></span></p></div> <div> <p class="MsoNormal" style="margin: 0cm 0cm 0pt"><span style="font-family: ; color: "><font size="3" face="Tahoma">Alex</font></span></p></div> <div> <p class="MsoNormal" style="margin: 0cm 0cm 0pt"><span style="font-family: ; color: "><font size="3" face="Tahoma"> </font></span></p></div> <div> <p class="MsoNormal" style="margin: 0cm 0cm 0pt"><span style="font-family: ; color: "><font size="3" face="Tahoma">Alex Bosman</font></span></p></div> <div> <p class="MsoNormal" style="margin: 0cm 0cm 0pt"><span style="font-family: ; color: "><font size="3" face="Tahoma">Head of Contract Management</font></span></p></div> <div> <p class="MsoNormal" style="margin: 0cm 0cm 0pt"><span style="font-family: ; color: "><font size="3" face="Tahoma">t: 0800 137 111</font></span></p></div> <div> <p class="MsoNormal" style="margin: 0cm 0cm 0pt"><span style="font-family: ; color: "><font size="3" face="Tahoma">[X]</font></span></p></div> <div> <p class="MsoNormal" style="margin: 0cm 0cm 0pt"><span style="font-family: ; color: "><font size="3" face="Tahoma">w: </font><a style="href: "http://www.kctmo.org.uk""><font color="#0000ff" size="3" face="Tahoma">www.kctmo.org.uk</font></a></span></p></div></div></div></div></div></div></div></div> <p><font size="3" face="Tahoma"></font></p> Anonymoushttp://www.blogger.com/profile/11612209078295041624noreply@blogger.comtag:blogger.com,1999:blog-3892939712377419384.post-67612313191764043732014-08-07T08:23:00.001+01:002014-08-07T08:23:41.152+01:00To: Nick Paget Brown ~ RBKC TMO Fails To Deliver<p class="MsoNormal" style="margin: 0cm 0cm 0pt; line-height: normal"><span style="font-family: ; color: ; mso-fareast-font-family: "Times New Roman"; mso-fareast-language: en-gb"><font face="Tahoma"><font style="font-size: 10pt" color="#000000"> </font></font></span></p> <p class="MsoNormal" style="background: whitesmoke; margin: 0cm 0cm 0pt; line-height: normal"><font face="Tahoma"><b><span style="font-family: ; color: ; mso-fareast-font-family: "Times New Roman"; mso-fareast-language: en-gb"><font color="#000000"><font style="font-size: 10pt">From:</font></font></span></b><span style="font-family: ; color: ; mso-fareast-font-family: "Times New Roman"; mso-fareast-language: en-gb"><font style="font-size: 10pt"><font color="#000000"> </font><a title="donoddy@outlook.com" style="href: "mailto:donoddy@outlook.com""><span style="color: "><font color="#0000ff"><u>Donald Oddy</u></font></span></a><font color="#000000"> </font></font></span></font></p> <p class="MsoNormal" style="background: whitesmoke; margin: 0cm 0cm 0pt; line-height: normal"><font face="Tahoma"><font color="#000000"><b><span style="font-family: ; color: ; mso-fareast-font-family: "Times New Roman"; mso-fareast-language: en-gb"><font style="font-size: 10pt">Sent:</font></span></b><span style="font-family: ; color: ; mso-fareast-font-family: "Times New Roman"; mso-fareast-language: en-gb"><font style="font-size: 10pt"> Thursday, August 07, 2014 8:11 AM</font></span></font></font></p> <p class="MsoNormal" style="background: whitesmoke; margin: 0cm 0cm 0pt; line-height: normal"><font face="Tahoma"><b><span style="font-family: ; color: ; mso-fareast-font-family: "Times New Roman"; mso-fareast-language: en-gb"><font color="#000000"><font style="font-size: 10pt">To:</font></font></span></b><span style="font-family: ; color: ; mso-fareast-font-family: "Times New Roman"; mso-fareast-language: en-gb"><font style="font-size: 10pt"><font color="#000000"> </font><a title="abosman@kctmo.org.uk" style="href: "mailto:abosman@kctmo.org.uk""><span style="color: "><font color="#0000ff"><u>Alex Bosman</u></font></span></a><font color="#000000"> </font></font></span></font></p> <p class="MsoNormal" style="background: whitesmoke; margin: 0cm 0cm 0pt; line-height: normal"><font face="Tahoma"><b><span style="font-family: ; color: ; mso-fareast-font-family: "Times New Roman"; mso-fareast-language: en-gb"><font color="#000000"><font style="font-size: 10pt">Cc:</font></font></span></b><span style="font-family: ; color: ; mso-fareast-font-family: "Times New Roman"; mso-fareast-language: en-gb"><font style="font-size: 10pt"><font color="#000000"> </font><a title="James.Costantino@rbkc.gov.uk" style="href: "mailto:James.Costantino@rbkc.gov.uk""><span style="color: "><font color="#0000ff"><u>James Costantino</u></font></span></a><font color="#000000"> ; </font><a title="leader@rbkc.gov.uk" style="href: "mailto:leader@rbkc.gov.uk""><span style="color: "><font color="#0000ff"><u>Leader Paget Brown</u></font></span></a><font color="#000000"> ; </font><a title="Cllr.Coleridge@rbkc.gov.uk" style="href: "mailto:Cllr.Coleridge@rbkc.gov.uk""><span style="color: "><font color="#0000ff"><u>Tim Coleridge</u></font></span></a><font color="#000000"> ; </font><a title="coleridge1@aol.com" style="href: "mailto:coleridge1@aol.com""><span style="color: "><font color="#0000ff"><u>Tim Tim Coleridge</u></font></span></a><font color="#000000"> ; </font><a title="TComplaints@kctmo.org.uk" style="href: "mailto:TComplaints@kctmo.org.uk""><span style="color: "><font color="#0000ff"><u>(T) Complaints</u></font></span></a><font color="#000000"> ; </font><a title="rblack@kctmo.org.uk" style="href: "mailto:rblack@kctmo.org.uk""><span style="color: "><font color="#0000ff"><u>Robert Black</u></font></span></a><font color="#000000"> ; </font><a title="jclifton@kctmo.org.uk" style="href: "mailto:jclifton@kctmo.org.uk""><span style="color: "><font color="#0000ff"><u>Jane Clifton</u></font></span></a><font color="#000000"> ; </font><a title="knoble@kctmo.org.uk" style="href: "mailto:knoble@kctmo.org.uk""><span style="color: "><font color="#0000ff"><u>Keith Noble</u></font></span></a><font color="#000000"> ; </font><a title="lcunningham@kctmo.org.uk" style="href: "mailto:lcunningham@kctmo.org.uk""><span style="color: "><font color="#0000ff"><u>Lorna Cunningham</u></font></span></a><font color="#000000"> ; </font><a title="jgriffin@kctmo.org.uk" style="href: "mailto:jgriffin@kctmo.org.uk""><span style="color: "><font color="#0000ff"><u>John Griffin</u></font></span></a><font color="#000000"> ; </font><a title="rhylton@kctmo.org.uk" style="href: "mailto:rhylton@kctmo.org.uk""><span style="color: "><font color="#0000ff"><u>Ray Hylton</u></font></span></a><font color="#000000"> ; </font><a title="jedwards@kctmo.org.uk" style="href: "mailto:jedwards@kctmo.org.uk""><span style="color: "><font color="#0000ff"><u>Janet Edwards</u></font></span></a><font color="#000000"> ; </font><a title="Leader.support@rbkc.gov.uk" style="href: "mailto:Leader.support@rbkc.gov.uk""><span style="color: "><font color="#0000ff"><u>Nick Paget-Brown</u></font></span></a><font color="#000000"> ; </font><a title="clees@kctmo.org.uk" style="href: "mailto:clees@kctmo.org.uk""><span style="color: "><font color="#0000ff"><u>Clare Lees</u></font></span></a><font color="#000000"> ; </font><a title="lmurphy@kctmorepairsdirect.co.uk" style="href: "mailto:lmurphy@kctmorepairsdirect.co.uk""><span style="color: "><font color="#0000ff"><u>Laura Murphy</u></font></span></a><font color="#000000"> </font></font></span></font></p> <p class="MsoNormal" style="background: whitesmoke; margin: 0cm 0cm 0pt; line-height: normal"><font face="Tahoma"><font color="#000000"><b><span style="font-family: ; color: ; mso-fareast-font-family: "Times New Roman"; mso-fareast-language: en-gb"><font style="font-size: 10pt">Subject:</font></span></b><span style="font-family: ; color: ; mso-fareast-font-family: "Times New Roman"; mso-fareast-language: en-gb"><font style="font-size: 10pt"> Re: Enquiry Ref 153876 </font></span></font></font></p> <p class="MsoNormal" style="margin: 0cm 0cm 0pt; line-height: normal"><span style="color: ; mso-fareast-font-family: "Times New Roman"; mso-fareast-language: en-gb; mso-ascii-font-family: calibri; mso-hansi-font-family: calibri; mso-bidi-font-family: "Times New Roman""><font face="Calibri"><font style="font-size: 12pt" color="#000000"> </font></font></span></p> <p class="MsoNormal" style="margin: 0cm 0cm 0pt; line-height: normal"><span style="color: ; mso-fareast-font-family: "Times New Roman"; mso-fareast-language: en-gb; mso-ascii-font-family: calibri; mso-hansi-font-family: calibri; mso-bidi-font-family: "Times New Roman""><font face="Calibri"><font style="font-size: 12pt" color="#000000">Dear Alex,<br><br>I will try to call you today. Unfortunately I'm not available this afternoon. Generally I am available most days in the morning from 8 AM to mid day. But not this week.<br><br>1. Thank you for the attached copy </font></font></span></p> <p class="MsoNormal" style="margin: 0cm 0cm 0pt; line-height: normal"><span style="color: ; mso-fareast-font-family: "Times New Roman"; mso-fareast-language: en-gb; mso-ascii-font-family: calibri; mso-hansi-font-family: calibri; mso-bidi-font-family: "Times New Roman""><font face="Calibri"><font style="font-size: 12pt" color="#000000">of the electrical report and works, and the certificates. It does not inspire confidence that these certificates might not be tracked down in the future when they are saved for flat 10 Curran house, although the contents appears to be that of my flat, flat 12 Curran house.<br><br>2. I am content for works to start on Monday 11th and be completed on Tuesday 12th with provisions agreed. Will this also include repair to carpet/cleaning the carpet as you mentioned in your previous note? And to prevent further damage to my carpet, will the installers please bring suitable coverings to prevent further damage? If they cannot prevent further damage, then we need some new contractors?<br><br>3. I think T Brown need to be challenged on their assertion that they have completed the job mentioned: they have not put sealant into my heating system at any stage since the boiler was changed couple of years ago. I don't like it when people say they have done something when they have not, I suspect that Mr Marsh may have made assumptions based on me chasing him, and he expecting that something has happened when it is not yet been done. I assume they have the sealant now, so there need be no delay in them coming to do the job. And the reason why I assume they still have some sealant is because it is not in my heating system.<br><br>Item 4 in this note which is labelled item 7, regarding the draining board, very happy to you to look at draining board and make a decision. I would suggest you come on the Monday morning 11th of August before the contractors start.<br><br>The reason for me copying in various people, it is not to put any pressure on you, it is to provide information to those people who have yet to reply to any of the issues which have been ongoing for some years. Including a new person, Mr James Costantino who is part of level I, purple zone whatever that is.</font></font></span></p> <p class="MsoNormal" style="background: whitesmoke; margin: 0cm 0cm 0pt; line-height: normal"><span style="font-family: ; color: ; mso-fareast-font-family: "Times New Roman"; mso-fareast-language: en-gb"><font face="Tahoma"><font style="font-size: 10pt" color="#000000"> </font></font></span></p> <p class="MsoNormal" style="background: whitesmoke; margin: 0cm 0cm 0pt; line-height: normal"><span style="font-family: ; color: ; mso-fareast-font-family: "Times New Roman"; mso-fareast-language: en-gb"><font face="Tahoma"><font style="font-size: 10pt" color="#000000"> </font></font></span></p> <p class="MsoNormal" style="background: whitesmoke; margin: 0cm 0cm 0pt; line-height: normal"><span style="font-family: ; color: ; mso-fareast-font-family: "Times New Roman"; mso-fareast-language: en-gb"><font face="Tahoma"><font style="font-size: 10pt" color="#000000"> </font></font></span></p> <p class="MsoNormal" style="background: whitesmoke; margin: 0cm 0cm 0pt; line-height: normal"><font face="Tahoma"><b><span style="font-family: ; color: ; mso-fareast-font-family: "Times New Roman"; mso-fareast-language: en-gb"><font color="#000000"><font style="font-size: 10pt">From:</font></font></span></b><span style="font-family: ; color: ; mso-fareast-font-family: "Times New Roman"; mso-fareast-language: en-gb"><font style="font-size: 10pt"><font color="#000000"> </font><a title="abosman@kctmo.org.uk" style="href: "mailto:abosman@kctmo.org.uk""><span style="color: "><font color="#0000ff"><u>Alex Bosman</u></font></span></a><font color="#000000"> </font></font></span></font></p> <p class="MsoNormal" style="background: whitesmoke; margin: 0cm 0cm 0pt; line-height: normal"><font face="Tahoma"><font color="#000000"><b><span style="font-family: ; color: ; mso-fareast-font-family: "Times New Roman"; mso-fareast-language: en-gb"><font style="font-size: 10pt">Sent:</font></span></b><span style="font-family: ; color: ; mso-fareast-font-family: "Times New Roman"; mso-fareast-language: en-gb"><font style="font-size: 10pt"> Wednesday, August 06, 2014 2:51 PM</font></span></font></font></p> <p class="MsoNormal" style="background: whitesmoke; margin: 0cm 0cm 0pt; line-height: normal"><font face="Tahoma"><b><span style="font-family: ; color: ; mso-fareast-font-family: "Times New Roman"; mso-fareast-language: en-gb"><font color="#000000"><font style="font-size: 10pt">To:</font></font></span></b><span style="font-family: ; color: ; mso-fareast-font-family: "Times New Roman"; mso-fareast-language: en-gb"><font style="font-size: 10pt"><font color="#000000"> </font><a title="donoddy@outlook.com" style="href: "mailto:donoddy@outlook.com""><span style="color: "><font color="#0000ff"><u>'Donald Oddy'</u></font></span></a><font color="#000000"> </font></font></span></font></p> <p class="MsoNormal" style="background: whitesmoke; margin: 0cm 0cm 0pt; line-height: normal"><font face="Tahoma"><b><span style="font-family: ; color: ; mso-fareast-font-family: "Times New Roman"; mso-fareast-language: en-gb"><font color="#000000"><font style="font-size: 10pt">Cc:</font></font></span></b><span style="font-family: ; color: ; mso-fareast-font-family: "Times New Roman"; mso-fareast-language: en-gb"><font style="font-size: 10pt"><font color="#000000"> </font><a title="TComplaints@kctmo.org.uk" style="href: "mailto:TComplaints@kctmo.org.uk""><span style="color: "><font color="#0000ff"><u>(T) Complaints</u></font></span></a><font color="#000000"> </font></font></span></font></p> <p class="MsoNormal" style="background: whitesmoke; margin: 0cm 0cm 0pt; line-height: normal"><font face="Tahoma"><font color="#000000"><b><span style="font-family: ; color: ; mso-fareast-font-family: "Times New Roman"; mso-fareast-language: en-gb"><font style="font-size: 10pt">Subject:</font></span></b><span style="font-family: ; color: ; mso-fareast-font-family: "Times New Roman"; mso-fareast-language: en-gb"><font style="font-size: 10pt"> RE: Enquiry Ref 153876 </font></span></font></font></p> <p class="MsoNormal" style="margin: 0cm 0cm 0pt; line-height: normal"><span style="color: ; mso-fareast-font-family: "Times New Roman"; mso-fareast-language: en-gb; mso-ascii-font-family: calibri; mso-hansi-font-family: calibri; mso-bidi-font-family: "Times New Roman""><font face="Calibri"><font style="font-size: 12pt" color="#000000"> </font></font></span></p> <p class="MsoNormal" style="margin: 0cm 0cm 0pt; line-height: normal"><span style="font-family: ; color: ; mso-fareast-font-family: "Times New Roman"; mso-fareast-language: en-gb"><font style="font-size: 12pt" color="#1f497d">Dear Mr Oddy,</font></span></p> <p class="MsoNormal" style="margin: 0cm 0cm 0pt; line-height: normal"><span style="font-family: ; color: ; mso-fareast-font-family: "Times New Roman"; mso-fareast-language: en-gb"><font face="Times New Roman"><font style="font-size: 12pt" color="#000000"> </font></font></span><span style="font-family: ; color: ; mso-fareast-font-family: "Times New Roman"; mso-fareast-language: en-gb"></span></p> <p class="MsoNormal" style="margin: 0cm 0cm 0pt; line-height: normal"><span style="font-family: ; color: ; mso-fareast-font-family: "Times New Roman"; mso-fareast-language: en-gb"><font style="font-size: 12pt" color="#1f497d">Thank you for your response below, I have called today and left a voicemail however if it is convenient for you I would like to visit your home tomorrow afternoon between 4.30 and 5.30, please confirm if this is possible.</font></span></p> <p class="MsoNormal" style="margin: 0cm 0cm 0pt; line-height: normal"><span style="font-family: ; color: ; mso-fareast-font-family: "Times New Roman"; mso-fareast-language: en-gb"><font face="Times New Roman"><font style="font-size: 12pt" color="#000000"> </font></font></span><span style="font-family: ; color: ; mso-fareast-font-family: "Times New Roman"; mso-fareast-language: en-gb"></span></p> <p class="MsoNormal" style="margin: 0cm 0cm 0pt; line-height: normal"><span style="font-family: ; color: ; mso-fareast-font-family: "Times New Roman"; mso-fareast-language: en-gb"><font style="font-size: 12pt" color="#1f497d">I am also able to provide some further information on some of the points below:</font></span></p> <p class="MsoNormal" style="margin: 0cm 0cm 0pt; line-height: normal"><span style="font-family: ; color: ; mso-fareast-font-family: "Times New Roman"; mso-fareast-language: en-gb"><font face="Times New Roman"><font style="font-size: 12pt" color="#000000"> </font></font></span><span style="font-family: ; color: ; mso-fareast-font-family: "Times New Roman"; mso-fareast-language: en-gb"></span></p> <ol style="margin-bottom: 0cm; margin-top: 0cm; line-height: normal" type="1"> <li class="MsoNormal" style="color: ; margin: 0cm 0cm 0pt; line-height: normal; text-indent: 0pt; mso-list: l0 level1 lfo1"><span style="font-family: ; mso-fareast-font-family: "Times New Roman"; mso-fareast-language: en-gb"><font style="font-size: 12pt" color="#1f497d">For your reassurance I have attached a copy of the original electrical certificate which list the system as unsatisfactory and the second part of the document which certifies the system following the rewire works.</font></span></li> <li class="MsoNormal" style="color: ; margin: 0cm 0cm 0pt; line-height: normal; text-indent: 0pt; mso-list: l0 level1 lfo1"><span style="font-family: ; mso-fareast-font-family: "Times New Roman"; mso-fareast-language: en-gb"><font style="font-size: 12pt" color="#1f497d">If my visit tomorrow is convenient I would like to agree the plan of works with you and a proposed start date of Monday 11<sup>th</sup> August with works being completed on Tuesday 12<sup>th</sup> August.</font></span></li> <li class="MsoNormal" style="color: ; margin: 0cm 0cm 0pt; line-height: normal; text-indent: 0pt; mso-list: l0 level1 lfo1"><span style="font-family: ; mso-fareast-font-family: "Times New Roman"; mso-fareast-language: en-gb"><font style="font-size: 12pt" color="#1f497d">Having discussed the works to your heating system T Brown have confirmed that sealant was put in to your system to address any minor leak, having reviewed your repair history I see that the last report of low pressure was on the 7<sup>th</sup> July, it would be useful to discuss this issue when we meet to understand if it has now been resolved. </font></span></li></ol> <ol style="margin-bottom: 0cm; margin-top: 0cm; line-height: normal" type="1" start="7"> <li class="MsoNormal" style="color: ; margin: 0cm 0cm 0pt; line-height: normal; text-indent: 0pt; mso-list: l1 level1 lfo2"><span style="font-family: ; mso-fareast-font-family: "Times New Roman"; mso-fareast-language: en-gb"><font style="font-size: 12pt" color="#1f497d">I am happy to review the condition of the draining board with you and arrange for a replacement if necessary.</font></span></li></ol> <p class="MsoNormal" style="margin: 0cm 0cm 0pt; line-height: normal"><span style="font-family: ; color: ; mso-fareast-font-family: "Times New Roman"; mso-fareast-language: en-gb"><font face="Times New Roman"><font style="font-size: 12pt" color="#000000"> </font></font></span><span style="font-family: ; color: ; mso-fareast-font-family: "Times New Roman"; mso-fareast-language: en-gb"></span></p> <p class="MsoNormal" style="margin: 0cm 0cm 0pt; line-height: normal"><span style="font-family: ; color: ; mso-fareast-font-family: "Times New Roman"; mso-fareast-language: en-gb"><font style="font-size: 12pt" color="#1f497d">Kind regards,</font></span></p> <p class="MsoNormal" style="margin: 0cm 0cm 0pt; line-height: normal"><span style="font-family: ; color: ; mso-fareast-font-family: "Times New Roman"; mso-fareast-language: en-gb"><font face="Times New Roman"><font style="font-size: 12pt" color="#000000"> </font></font></span><span style="font-family: ; color: ; mso-fareast-font-family: "Times New Roman"; mso-fareast-language: en-gb"></span></p> <p class="MsoNormal" style="margin: 0cm 0cm 0pt; line-height: normal"><span style="font-family: ; color: ; mso-fareast-font-family: "Times New Roman"; mso-fareast-language: en-gb"><font style="font-size: 12pt" color="#1f497d">Alex</font></span></p> <p class="MsoNormal" style="margin: 0cm 0cm 0pt; line-height: normal"><span style="font-family: ; color: ; mso-fareast-font-family: "Times New Roman"; mso-fareast-language: en-gb"><font face="Times New Roman"><font style="font-size: 12pt" color="#000000"> </font></font></span><span style="font-family: ; color: ; mso-fareast-font-family: "Times New Roman"; mso-fareast-language: en-gb"></span></p> <p class="MsoNormal" style="margin: 0cm 0cm 0pt; line-height: normal"><span style="font-family: ; color: ; mso-fareast-font-family: "Times New Roman"; mso-fareast-language: en-gb"><font style="font-size: 12pt" color="#1f497d">Alex Bosman</font></span></p> <p class="MsoNormal" style="margin: 0cm 0cm 0pt; line-height: normal"><span style="font-family: ; color: ; mso-fareast-font-family: "Times New Roman"; mso-fareast-language: en-gb"><font face="Times New Roman"><font style="font-size: 12pt" color="#000000"> </font></font></span><span style="font-family: ; color: ; mso-fareast-font-family: "Times New Roman"; mso-fareast-language: en-gb"></span></p> <p class="MsoNormal" style="margin: 0cm 0cm 0pt; line-height: normal"><span style="font-family: ; color: ; mso-fareast-font-family: "Times New Roman"; mso-fareast-language: en-gb"><font style="font-size: 12pt" color="#1f497d">Head of Contract Management</font></span></p> <p class="MsoNormal" style="margin: 0cm 0cm 0pt; line-height: normal"><span style="font-family: ; color: ; mso-fareast-font-family: "Times New Roman"; mso-fareast-language: en-gb"><font style="font-size: 12pt" color="#1f497d">Kensington & Chelsea TMO</font></span></p> <p class="MsoNormal" style="margin: 0cm 0cm 0pt; line-height: normal"><span style="font-family: ; color: ; mso-fareast-font-family: "Times New Roman"; mso-fareast-language: en-gb"><font style="font-size: 12pt" color="#1f497d">292a Kensal Road</font></span></p> <p class="MsoNormal" style="margin: 0cm 0cm 0pt; line-height: normal"><span style="font-family: ; color: ; mso-fareast-font-family: "Times New Roman"; mso-fareast-language: en-gb"><font style="font-size: 12pt" color="#1f497d">W10 5BE</font></span></p> <p class="MsoNormal" style="margin: 0cm 0cm 0pt; line-height: normal"><span style="font-family: ; color: ; mso-fareast-font-family: "Times New Roman"; mso-fareast-language: en-gb"><font style="font-size: 12pt" color="#1f497d">07970 248 534</font></span></p> <p class="MsoNormal" style="margin: 0cm 0cm 0pt; line-height: normal"><span style="color: ; mso-fareast-font-family: "Times New Roman"; mso-fareast-language: en-gb; mso-ascii-font-family: calibri; mso-hansi-font-family: calibri; mso-bidi-font-family: "Times New Roman""></span></p> <p class="MsoNormal" style="margin: 0cm 0cm 0pt; line-height: normal"><span style="font-family: ; color: ; mso-fareast-font-family: "Times New Roman"; mso-fareast-language: en-gb"><font face="Times New Roman"><font style="font-size: 12pt" color="#000000"> </font></font></span><span style="font-family: ; color: ; mso-fareast-font-family: "Times New Roman"; mso-fareast-language: en-gb"></span></p> <p class="MsoNormal" style="margin: 0cm 0cm 0pt; line-height: normal"><b><span lang="EN-US" style="font-family: ; color: ; mso-fareast-font-family: "Times New Roman"; mso-fareast-language: en-gb; mso-ansi-language: en-us"><font face="Tahoma"><font style="font-size: 10pt" color="#000000">From:</font></font></span></b><span lang="EN-US" style="font-family: ; color: ; mso-fareast-font-family: "Times New Roman"; mso-fareast-language: en-gb; mso-ansi-language: en-us"><font face="Tahoma"><font style="font-size: 10pt" color="#000000"> Donald Oddy [mailto:donoddy@outlook.com] <br><b>Sent:</b> 05 August 2014 11:04<br><b>To:</b> Alex Bosman<br><b>Subject:</b> Re: Enquiry Ref 153876 </font></font></span></p> <p class="MsoNormal" style="margin: 0cm 0cm 0pt; line-height: normal"><span style="font-family: ; color: ; mso-fareast-font-family: "Times New Roman"; mso-fareast-language: en-gb"><font face="Times New Roman"><font style="font-size: 12pt" color="#000000"> </font></font></span></p> <p class="MsoNormal" style="margin: 0cm 0cm 0pt; line-height: normal"><span style="color: ; mso-fareast-font-family: "Times New Roman"; mso-fareast-language: en-gb; mso-ascii-font-family: calibri; mso-hansi-font-family: calibri; mso-bidi-font-family: "Times New Roman""><font face="Calibri"><font style="font-size: 12pt" color="#000000">Dear Alex,</font></font></span></p> <p class="MsoNormal" style="margin: 0cm 0cm 0pt; line-height: normal"><span style="color: ; mso-fareast-font-family: "Times New Roman"; mso-fareast-language: en-gb; mso-ascii-font-family: calibri; mso-hansi-font-family: calibri; mso-bidi-font-family: "Times New Roman""><font face="Calibri"><font style="font-size: 12pt" color="#000000"> </font></font></span></p> <p class="MsoNormal" style="margin: 0cm 0cm 0pt; line-height: normal"><span style="color: ; mso-fareast-font-family: "Times New Roman"; mso-fareast-language: en-gb; mso-ascii-font-family: calibri; mso-hansi-font-family: calibri; mso-bidi-font-family: "Times New Roman""><font face="Calibri"><font style="font-size: 12pt" color="#000000">Thank you very much for your response, and for taking the time and trouble to go through each point I made in my complaint. As a general rule, it would be better to get back to the service user in a more timely fashion. You did not fulfil your own criteria when managing complaints, and it would be acceptable as an apology had there not been a failure to communicate properly and deal with issues over the last few years in a timely manner.</font></font></span></p> <p class="MsoNormal" style="margin: 0cm 0cm 0pt; line-height: normal"><span style="color: ; mso-fareast-font-family: "Times New Roman"; mso-fareast-language: en-gb; mso-ascii-font-family: calibri; mso-hansi-font-family: calibri; mso-bidi-font-family: "Times New Roman""><font face="Calibri"><font style="font-size: 12pt" color="#000000"> </font></font></span></p> <p class="MsoNormal" style="margin: 0cm 0cm 0pt; line-height: normal"><span style="color: ; mso-fareast-font-family: "Times New Roman"; mso-fareast-language: en-gb; mso-ascii-font-family: calibri; mso-hansi-font-family: calibri; mso-bidi-font-family: "Times New Roman""><font face="Calibri"><font style="font-size: 12pt" color="#000000">I don’t know if you keep a log of time spent by contractors at my flat, don’t forget I too have had to endure time with contractors in my flat. And if you think I might be an inconvenient tenant, I will leave it to your imagination just how inconvenient your department has made my life. Especially when the TMO staff have been less than truthful when it comes to issues and resolutions.</font></font></span></p> <p class="MsoNormal" style="margin: 0cm 0cm 0pt; line-height: normal"><span style="color: ; mso-fareast-font-family: "Times New Roman"; mso-fareast-language: en-gb; mso-ascii-font-family: calibri; mso-hansi-font-family: calibri; mso-bidi-font-family: "Times New Roman""><font face="Calibri"><font style="font-size: 12pt" color="#000000"> </font></font></span></p> <p class="MsoNormal" style="margin: 0cm 0cm 0pt; line-height: normal"><span style="color: ; mso-fareast-font-family: "Times New Roman"; mso-fareast-language: en-gb; mso-ascii-font-family: calibri; mso-hansi-font-family: calibri; mso-bidi-font-family: "Times New Roman""><font face="Calibri"><font style="font-size: 12pt" color="#000000">Same as you, taking each point I made, I have added notes in a different font/colour so you can understand where I am coming from.</font></font></span></p> <p class="MsoNormal" style="margin: 0cm 0cm 0pt; line-height: normal"><span style="color: ; mso-fareast-font-family: "Times New Roman"; mso-fareast-language: en-gb; mso-ascii-font-family: calibri; mso-hansi-font-family: calibri; mso-bidi-font-family: "Times New Roman""><font face="Calibri"><font style="font-size: 12pt" color="#000000"> </font></font></span></p> <p class="MsoNormal" style="margin: 0cm 0cm 0pt; line-height: normal"><span style="color: ; mso-fareast-font-family: "Times New Roman"; mso-fareast-language: en-gb; mso-ascii-font-family: calibri; mso-hansi-font-family: calibri; mso-bidi-font-family: "Times New Roman""><font face="Calibri"><font style="font-size: 12pt" color="#000000">I am agreeable to you coming and discussing what needs to be done to put matters right. And as part of this exercise, a plan? A project plan may be with the usual, what, by who, contact names and numbers, duration and completion. And hopefully with who is signing off and by when.</font></font></span></p> <p class="MsoNormal" style="margin: 0cm 0cm 0pt; line-height: normal"><span style="color: ; mso-fareast-font-family: "Times New Roman"; mso-fareast-language: en-gb; mso-ascii-font-family: calibri; mso-hansi-font-family: calibri; mso-bidi-font-family: "Times New Roman""><font face="Calibri"><font style="font-size: 12pt" color="#000000"> </font></font></span></p> <p class="MsoNormal" style="margin: 0cm 0cm 0pt; line-height: normal"><span style="color: ; mso-fareast-font-family: "Times New Roman"; mso-fareast-language: en-gb; mso-ascii-font-family: calibri; mso-hansi-font-family: calibri; mso-bidi-font-family: "Times New Roman""><font face="Calibri"><font style="font-size: 12pt" color="#000000">I also noticed that the email system used by the RBKC and the TMO makes it clear that my communications have been received by those I have sent them to in the past. Failure to communicate back to me on issues, be they procedural or otherwise is quite insulting. And I do not expect you to apologise for their indolence, or their insulting behaviour towards me. They will have to apologise themselves, if they choose to apologise is not for you to concern yourself with as part of getting the jobs done.</font></font></span></p> <p class="MsoNormal" style="margin: 0cm 0cm 0pt; line-height: normal"><span style="color: ; mso-fareast-font-family: "Times New Roman"; mso-fareast-language: en-gb; mso-ascii-font-family: calibri; mso-hansi-font-family: calibri; mso-bidi-font-family: "Times New Roman""><font face="Calibri"><font style="font-size: 12pt" color="#000000"> </font></font></span></p> <p class="MsoNormal" style="margin: 0cm 0cm 0pt; line-height: normal"><span style="color: ; mso-fareast-font-family: "Times New Roman"; mso-fareast-language: en-gb; mso-ascii-font-family: calibri; mso-hansi-font-family: calibri; mso-bidi-font-family: "Times New Roman""><font face="Calibri"><font style="font-size: 12pt" color="#000000">I look forward to seeing you as soon as possible,</font></font></span></p> <p class="MsoNormal" style="margin: 0cm 0cm 0pt; line-height: normal"><span style="color: ; mso-fareast-font-family: "Times New Roman"; mso-fareast-language: en-gb; mso-ascii-font-family: calibri; mso-hansi-font-family: calibri; mso-bidi-font-family: "Times New Roman""><font face="Calibri"><font style="font-size: 12pt" color="#000000"> </font></font></span></p> <p class="MsoNormal" style="margin: 0cm 0cm 0pt; line-height: normal"><span style="color: ; mso-fareast-font-family: "Times New Roman"; mso-fareast-language: en-gb; mso-ascii-font-family: calibri; mso-hansi-font-family: calibri; mso-bidi-font-family: "Times New Roman""><font face="Calibri"><font style="font-size: 12pt" color="#000000">Donald Oddy</font></font></span></p> <p class="MsoNormal" style="margin: 0cm 0cm 0pt; line-height: normal"><span style="color: ; mso-fareast-font-family: "Times New Roman"; mso-fareast-language: en-gb; mso-ascii-font-family: calibri; mso-hansi-font-family: calibri; mso-bidi-font-family: "Times New Roman""><font face="Calibri"><font style="font-size: 12pt" color="#000000"> </font></font></span></p> <p class="MsoNormal" style="margin: 0cm 0cm 0pt; line-height: normal"><span style="color: ; mso-fareast-font-family: "Times New Roman"; mso-fareast-language: en-gb; mso-ascii-font-family: calibri; mso-hansi-font-family: calibri; mso-bidi-font-family: "Times New Roman""><font face="Calibri"><font style="font-size: 12pt" color="#000000"> </font></font></span></p> <p class="MsoNormal" style="margin: 0cm 0cm 0pt; line-height: normal"><span style="color: ; mso-fareast-font-family: "Times New Roman"; mso-fareast-language: en-gb; mso-ascii-font-family: calibri; mso-hansi-font-family: calibri; mso-bidi-font-family: "Times New Roman""><font face="Calibri"><font style="font-size: 12pt" color="#000000"> </font></font></span></p> <p class="MsoNormal" style="margin: 0cm 0cm 0pt; line-height: normal"><span style="color: ; mso-fareast-font-family: "Times New Roman"; mso-fareast-language: en-gb; mso-ascii-font-family: calibri; mso-hansi-font-family: calibri; mso-bidi-font-family: "Times New Roman""><font face="Calibri"><font style="font-size: 12pt" color="#000000">Dear Mr Oddy,</font></font></span></p> <p class="MsoNormal" style="margin: 0cm 0cm 0pt; line-height: normal"><span style="color: ; mso-fareast-font-family: "Times New Roman"; mso-fareast-language: en-gb; mso-ascii-font-family: calibri; mso-hansi-font-family: calibri; mso-bidi-font-family: "Times New Roman""><font face="Calibri"><font style="font-size: 12pt" color="#000000"> </font></font></span></p> <p class="MsoNormal" style="margin: 0cm 0cm 0pt; line-height: normal"><span style="color: ; mso-fareast-font-family: "Times New Roman"; mso-fareast-language: en-gb; mso-ascii-font-family: calibri; mso-hansi-font-family: calibri; mso-bidi-font-family: "Times New Roman""><font face="Calibri"><font style="font-size: 12pt" color="#000000">RE: Enquiry Ref 153876 - Flat 12 Curran House Lucan Place London SW3 3PG</font></font></span></p> <p class="MsoNormal" style="margin: 0cm 0cm 0pt; line-height: normal"><span style="color: ; mso-fareast-font-family: "Times New Roman"; mso-fareast-language: en-gb; mso-ascii-font-family: calibri; mso-hansi-font-family: calibri; mso-bidi-font-family: "Times New Roman""><font face="Calibri"><font style="font-size: 12pt" color="#000000"> </font></font></span></p> <p class="MsoNormal" style="margin: 0cm 0cm 0pt; line-height: normal"><span style="color: ; mso-fareast-font-family: "Times New Roman"; mso-fareast-language: en-gb; mso-ascii-font-family: calibri; mso-hansi-font-family: calibri; mso-bidi-font-family: "Times New Roman""><font face="Calibri"><font style="font-size: 12pt" color="#000000">Thank you for your email dated 18 July 2014 having reviewed the specific concerns you have raised I am able to respond in the same order; I also understand that you have some overarching concerns and I would appreciate the opportunity to discuss these in person to understand if they are historic and have been addressed by changes made within the Asset and Regeneration team over the past year, are areas which have been identified for improvement or need to be addressed.</font></font></span></p> <p class="MsoNormal" style="margin: 0cm 0cm 0pt; line-height: normal"><span style="color: ; mso-fareast-font-family: "Times New Roman"; mso-fareast-language: en-gb; mso-ascii-font-family: calibri; mso-hansi-font-family: calibri; mso-bidi-font-family: "Times New Roman""><font face="Calibri"><font style="font-size: 12pt" color="#000000">1. Rewire post inspection</font></font></span></p> <p class="MsoNormal" style="margin: 0cm 0cm 0pt; line-height: normal"><span style="color: ; mso-fareast-font-family: "Times New Roman"; mso-fareast-language: en-gb; mso-ascii-font-family: calibri; mso-hansi-font-family: calibri; mso-bidi-font-family: "Times New Roman""><font face="Calibri"><font style="font-size: 12pt" color="#000000"> The purpose of the post inspection is not to test the safety of the new system as this is carried out during the works by the registered NIEC engineers with details recorded on the new certificate. The post inspection is intended to confirm works have been completed in a tidy manner to the residents satisfaction and match the specification.</font></font></span></p> <p class="MsoNormal" style="margin: 0cm 0cm 0pt; line-height: normal"><span style="color: ; mso-fareast-font-family: "Times New Roman"; mso-fareast-language: en-gb; mso-ascii-font-family: calibri; mso-hansi-font-family: calibri; mso-bidi-font-family: "Times New Roman""><font face="Calibri"><font style="font-size: 12pt" color="#0000ff">[Rewire: thank you for that information, I did not know a new certificate had been issued as a consequence. I did not know that this was part of the contract with either the main contractor or the subcontractor who carried out the work. There is a conflict in knowing and as a resident that the post-inspection was all about tidiness on the one hand, and to match the specification on the other. As I was not party to the initial specifications, anything I might have signed to indicate completion and satisfied is outside my purview and my knowledge of the initial contract. These were some of the points I made before the wiring went ahead after I complained about the behaviour of the main contractor.]</font></font></span><span style="color: ; mso-fareast-font-family: "Times New Roman"; mso-fareast-language: en-gb; mso-ascii-font-family: calibri; mso-hansi-font-family: calibri; mso-bidi-font-family: "Times New Roman""></span></p> <p class="MsoNormal" style="margin: 0cm 0cm 0pt; line-height: normal"><span style="color: ; mso-fareast-font-family: "Times New Roman"; mso-fareast-language: en-gb; mso-ascii-font-family: calibri; mso-hansi-font-family: calibri; mso-bidi-font-family: "Times New Roman""><font face="Calibri"><font style="font-size: 12pt" color="#000000"> </font></font></span></p> <p class="MsoNormal" style="margin: 0cm 0cm 0pt; line-height: normal"><span style="color: ; mso-fareast-font-family: "Times New Roman"; mso-fareast-language: en-gb; mso-ascii-font-family: calibri; mso-hansi-font-family: calibri; mso-bidi-font-family: "Times New Roman""><font face="Calibri"><font style="font-size: 12pt" color="#000000">2. Leak from walk in shower</font></font></span></p> <p class="MsoNormal" style="margin: 0cm 0cm 0pt; line-height: normal"><span style="color: ; mso-fareast-font-family: "Times New Roman"; mso-fareast-language: en-gb; mso-ascii-font-family: calibri; mso-hansi-font-family: calibri; mso-bidi-font-family: "Times New Roman""><font face="Calibri"><font style="font-size: 12pt" color="#000000"> I apologies that you have historically received conflicting information regarding the possible leak from your walk in shower to the property below. I understand that Keith Noble has recently been working with our contractor to resolve this long standing issue which Keith believes has been caused by incorrect instillation. To resolve this it will be necessary to install a formed shower tray with new a waste connection below the floor finishing which will be renewed. I understand this has been a long standing issues and that you have received conflicting information however I am confident that Keith has correctly diagnosed the cause and necessary works required to resolve this issue; due to the nature of this leak and the impact it is having on the resident below it is important that these works are completed as soon as possible. Although works were programmed to start today I have been informed by our contractor that you would not allow them access due to your other outstanding concerns; I would like to reassure you that I will address your concerns appropriately however the works to your bathroom need to be programmed urgently. I attempted to phone you today to discuss these concerns however you were unavailable; I will call again tomorrow and would appreciate the opportunity to visit your home to discuss your concerns.</font></font></span></p> <p class="MsoNormal" style="margin: 0cm 0cm 0pt; line-height: normal"><span style="color: ; mso-fareast-font-family: "Times New Roman"; mso-fareast-language: en-gb; mso-ascii-font-family: calibri; mso-hansi-font-family: calibri; mso-bidi-font-family: "Times New Roman""><font face="Calibri"><font style="font-size: 12pt" color="#000000"> </font></font></span></p> <p class="MsoNormal" style="margin: 0cm 0cm 0pt; line-height: normal"><span style="color: ; mso-fareast-font-family: "Times New Roman"; mso-fareast-language: en-gb; mso-ascii-font-family: calibri; mso-hansi-font-family: calibri; mso-bidi-font-family: "Times New Roman""><font face="Calibri"><font style="font-size: 12pt" color="#0000ff">[The shower room: this has been an ongoing problem since I first came to live in this flat. Problems with the power shower and installation became apparent over a very short period. The power shower has been replaced once as the first unit failed.</font></font></span><span style="color: ; mso-fareast-font-family: "Times New Roman"; mso-fareast-language: en-gb; mso-ascii-font-family: calibri; mso-hansi-font-family: calibri; mso-bidi-font-family: "Times New Roman""></span></p> <p class="MsoNormal" style="margin: 0cm 0cm 0pt; line-height: normal"><span style="color: ; mso-fareast-font-family: "Times New Roman"; mso-fareast-language: en-gb; mso-ascii-font-family: calibri; mso-hansi-font-family: calibri; mso-bidi-font-family: "Times New Roman""><font face="Calibri"><font style="font-size: 12pt" color="#000000"> </font></font></span></p> <p class="MsoNormal" style="margin: 0cm 0cm 0pt; line-height: normal"><span style="color: ; mso-fareast-font-family: "Times New Roman"; mso-fareast-language: en-gb; mso-ascii-font-family: calibri; mso-hansi-font-family: calibri; mso-bidi-font-family: "Times New Roman""><font face="Calibri"><font style="font-size: 12pt" color="#0000ff">Shower room floor: the shower room floor has been a concern since I first took up residence. The shower room floor has been inspected on numerous occasions by TMO staff and two surveyors in the past. And still the floor has been leaking for some years. I agree this is an urgent matter because of damage to my neighbour downstairs, and the health and safety implications have been raised by me for several years with regard to electricity and damage and hazardous conditions for my neighbour. Thank you for reminding me just how important health and safety is and how sadly the TMO have ignored, indeed denied there was a problem over the years.]</font></font></span><span style="color: ; mso-fareast-font-family: "Times New Roman"; mso-fareast-language: en-gb; mso-ascii-font-family: calibri; mso-hansi-font-family: calibri; mso-bidi-font-family: "Times New Roman""></span></p> <p class="MsoNormal" style="margin: 0cm 0cm 0pt; line-height: normal"><span style="color: ; mso-fareast-font-family: "Times New Roman"; mso-fareast-language: en-gb; mso-ascii-font-family: calibri; mso-hansi-font-family: calibri; mso-bidi-font-family: "Times New Roman""><font face="Calibri"><font style="font-size: 12pt" color="#000000"> </font></font></span></p> <p class="MsoNormal" style="margin: 0cm 0cm 0pt; line-height: normal"><span style="color: ; mso-fareast-font-family: "Times New Roman"; mso-fareast-language: en-gb; mso-ascii-font-family: calibri; mso-hansi-font-family: calibri; mso-bidi-font-family: "Times New Roman""><font face="Calibri"><font style="font-size: 12pt" color="#000000">3. Leak to your heating system</font></font></span></p> <p class="MsoNormal" style="margin: 0cm 0cm 0pt; line-height: normal"><span style="color: ; mso-fareast-font-family: "Times New Roman"; mso-fareast-language: en-gb; mso-ascii-font-family: calibri; mso-hansi-font-family: calibri; mso-bidi-font-family: "Times New Roman""><font face="Calibri"><font style="font-size: 12pt" color="#000000"> The works to resolve the possible leak to your heating system are included within the current domestic boiler servicing and repair contract and do not require authorization by the TMO. I apologies that these have not yet been completed by our contractor and have contacted them to confirm the exact works which have been completed and if necessary will arrange for an engineer to re-attend at a convenient time to resolve this matter. Once I have received feedback from our contractor I will be able to confirm to you if any further works are required.</font></font></span></p> <p class="MsoNormal" style="margin: 0cm 0cm 0pt; line-height: normal"><span style="color: ; mso-fareast-font-family: "Times New Roman"; mso-fareast-language: en-gb; mso-ascii-font-family: calibri; mso-hansi-font-family: calibri; mso-bidi-font-family: "Times New Roman""><font face="Calibri"><font style="font-size: 12pt" color="#000000"> </font></font></span></p> <p class="MsoNormal" style="margin: 0cm 0cm 0pt; line-height: normal"><span style="color: ; mso-fareast-font-family: "Times New Roman"; mso-fareast-language: en-gb; mso-ascii-font-family: calibri; mso-hansi-font-family: calibri; mso-bidi-font-family: "Times New Roman""><font face="Calibri"><font style="font-size: 12pt" color="#0000ff">[Heating system: I have forgotten just how many times I have had to ask the TMO to come and recharge the water system for the gas boiler. I have not forgotten how much effort I needed to encourage the TMO to replace radiators. I have not forgotten that the TMO denied the true age of my previous gas boiler, and it was only when I found the first guarantee left by the previous tenant, that I was able to get the TMO to agree that the gas boiler was much older than they emphatically declared for some years.]</font></font></span><span style="color: ; mso-fareast-font-family: "Times New Roman"; mso-fareast-language: en-gb; mso-ascii-font-family: calibri; mso-hansi-font-family: calibri; mso-bidi-font-family: "Times New Roman""></span></p> <p class="MsoNormal" style="margin: 0cm 0cm 0pt; line-height: normal"><span style="color: ; mso-fareast-font-family: "Times New Roman"; mso-fareast-language: en-gb; mso-ascii-font-family: calibri; mso-hansi-font-family: calibri; mso-bidi-font-family: "Times New Roman""><font face="Calibri"><font style="font-size: 12pt" color="#000000"> </font></font></span></p> <p class="MsoNormal" style="margin: 0cm 0cm 0pt; line-height: normal"><span style="color: ; mso-fareast-font-family: "Times New Roman"; mso-fareast-language: en-gb; mso-ascii-font-family: calibri; mso-hansi-font-family: calibri; mso-bidi-font-family: "Times New Roman""><font face="Calibri"><font style="font-size: 12pt" color="#000000">4. Kitchen window repair</font></font></span></p> <p class="MsoNormal" style="margin: 0cm 0cm 0pt; line-height: normal"><span style="color: ; mso-fareast-font-family: "Times New Roman"; mso-fareast-language: en-gb; mso-ascii-font-family: calibri; mso-hansi-font-family: calibri; mso-bidi-font-family: "Times New Roman""><font face="Calibri"><font style="font-size: 12pt" color="#000000"> Thank you for confirming that works to your kitchen window have now been completed.</font></font></span></p> <p class="MsoNormal" style="margin: 0cm 0cm 0pt; line-height: normal"><span style="color: ; mso-fareast-font-family: "Times New Roman"; mso-fareast-language: en-gb; mso-ascii-font-family: calibri; mso-hansi-font-family: calibri; mso-bidi-font-family: "Times New Roman""><font face="Calibri"><font style="font-size: 12pt" color="#000000">Kitchen window: yes the kitchen window has been repaired following the intervention of Mr Keith Noble, with whom I have no problem. Indeed Mr Noble has been very helpful in the main. But I suspect that he has had to go through quite a number of hoops to do his own job, and I understand that Mr Noble is a consultant and not part of RBKC TMO.</font></font></span></p> <p class="MsoNormal" style="margin: 0cm 0cm 0pt; line-height: normal"><span style="color: ; mso-fareast-font-family: "Times New Roman"; mso-fareast-language: en-gb; mso-ascii-font-family: calibri; mso-hansi-font-family: calibri; mso-bidi-font-family: "Times New Roman""><font face="Calibri"><font style="font-size: 12pt" color="#000000">5. Pest proofing</font></font></span></p> <p class="MsoNormal" style="margin: 0cm 0cm 0pt; line-height: normal"><span style="color: ; mso-fareast-font-family: "Times New Roman"; mso-fareast-language: en-gb; mso-ascii-font-family: calibri; mso-hansi-font-family: calibri; mso-bidi-font-family: "Times New Roman""><font face="Calibri"><font style="font-size: 12pt" color="#000000"> During my proposed visit I will be able to inspect and specify any necessary mouse proofing which may be required following the recent electrical works.</font></font></span></p> <p class="MsoNormal" style="margin: 0cm 0cm 0pt; line-height: normal"><span style="color: ; mso-fareast-font-family: "Times New Roman"; mso-fareast-language: en-gb; mso-ascii-font-family: calibri; mso-hansi-font-family: calibri; mso-bidi-font-family: "Times New Roman""><font face="Calibri"><font style="font-size: 12pt" color="#0000ff">[Pest proofing: every year since I have been living here, there have been problems with mice coming in. And the recommended pest proofing, it has always been haphazard, incomplete and truthfully it cannot be done correctly without removing kitchen units, voids at the back of the WC and replacing mouse proofing in the walk-in shower. Personally and without prejudice to myself, the pest control officer and what he has done has been most effective. If you were to try and pest proof my abode, it would involve taking the kitchen and the toilet apart, something I cannot imagine you doing.]</font></font></span><span style="color: ; mso-fareast-font-family: "Times New Roman"; mso-fareast-language: en-gb; mso-ascii-font-family: calibri; mso-hansi-font-family: calibri; mso-bidi-font-family: "Times New Roman""></span></p> <p class="MsoNormal" style="margin: 0cm 0cm 0pt; line-height: normal"><span style="color: ; mso-fareast-font-family: "Times New Roman"; mso-fareast-language: en-gb; mso-ascii-font-family: calibri; mso-hansi-font-family: calibri; mso-bidi-font-family: "Times New Roman""><font face="Calibri"><font style="font-size: 12pt" color="#000000">6. Damage to carpet</font></font></span></p> <p class="MsoNormal" style="margin: 0cm 0cm 0pt; line-height: normal"><span style="color: ; mso-fareast-font-family: "Times New Roman"; mso-fareast-language: en-gb; mso-ascii-font-family: calibri; mso-hansi-font-family: calibri; mso-bidi-font-family: "Times New Roman""><font face="Calibri"><font style="font-size: 12pt" color="#000000"> I understand that Keith has arranged for our contractor to clean the affected carpet when they re-attend to carry out the works listed in point 2 and has reinforced with the contractor the contractual importance of using floor protection during works to prevent possible damage and achieve resident satisfaction. I apologies that this did not happen in this instance.</font></font></span></p> <p class="MsoNormal" style="margin: 0cm 0cm 0pt; line-height: normal"><span style="color: ; mso-fareast-font-family: "Times New Roman"; mso-fareast-language: en-gb; mso-ascii-font-family: calibri; mso-hansi-font-family: calibri; mso-bidi-font-family: "Times New Roman""><font face="Calibri"><font style="font-size: 12pt" color="#0000ff">[Damaged carpet: when the tradesmen/subcontractors came to see me last week, nothing was said about cleaning up the carpets as part of the job. The contractor offered to start work on the Friday, leaving me without a bathroom over the weekend. And then to finish the job on Monday. I have disabilities which mean I need toilet and bathroom facilities twenty-four hours a day. Friday was not a good idea. I was expecting a reply from your department by Friday last week with regard to these matters. And I also asked the contractor to text me about starting on the Monday. These two elements did not happen, the contractor did not text me and I could not contact him, and your department did not get back to me within ten days, and I was left without any understanding, least of all about the carpet and what the intentions were regarding these matters.]</font></font></span><span style="color: ; mso-fareast-font-family: "Times New Roman"; mso-fareast-language: en-gb; mso-ascii-font-family: calibri; mso-hansi-font-family: calibri; mso-bidi-font-family: "Times New Roman""></span></p> <p class="MsoNormal" style="margin: 0cm 0cm 0pt; line-height: normal"><span style="color: ; mso-fareast-font-family: "Times New Roman"; mso-fareast-language: en-gb; mso-ascii-font-family: calibri; mso-hansi-font-family: calibri; mso-bidi-font-family: "Times New Roman""><font face="Calibri"><font style="font-size: 12pt" color="#000000"> </font></font></span></p> <p class="MsoNormal" style="margin: 0cm 0cm 0pt; line-height: normal"><span style="color: ; mso-fareast-font-family: "Times New Roman"; mso-fareast-language: en-gb; mso-ascii-font-family: calibri; mso-hansi-font-family: calibri; mso-bidi-font-family: "Times New Roman""><font face="Calibri"><font style="font-size: 12pt" color="#000000">7. Damage to draining board</font></font></span></p> <p class="MsoNormal" style="margin: 0cm 0cm 0pt; line-height: normal"><span style="color: ; mso-fareast-font-family: "Times New Roman"; mso-fareast-language: en-gb; mso-ascii-font-family: calibri; mso-hansi-font-family: calibri; mso-bidi-font-family: "Times New Roman""><font face="Calibri"><font style="font-size: 12pt" color="#000000"> In addition to the cleaning of the carpet Keith has also arranged for the contractor to rectify the damage to the drainage board caused during the repair to your kitchen window. I will be discussing these concerns with our repairs contractor to achieve service improvement.</font></font></span></p> <p class="MsoNormal" style="margin: 0cm 0cm 0pt; line-height: normal"><span style="color: ; mso-fareast-font-family: "Times New Roman"; mso-fareast-language: en-gb; mso-ascii-font-family: calibri; mso-hansi-font-family: calibri; mso-bidi-font-family: "Times New Roman""><font face="Calibri"><font style="font-size: 12pt" color="#0000ff">[Damage to draining board in kitchen: some years ago when you had to replace the draining board I did complain to the TMO about the quality and my concerns about the draining board being flimsy. Your surveyor at the time said it was perfectly adequate, and because I have been careful with the draining board, only when workmen ignored my suggestion to be careful, did it get damaged twice, each time they came to mend the window.</font></font></span><span style="color: ; mso-fareast-font-family: "Times New Roman"; mso-fareast-language: en-gb; mso-ascii-font-family: calibri; mso-hansi-font-family: calibri; mso-bidi-font-family: "Times New Roman""></span></p> <p class="MsoNormal" style="margin: 0cm 0cm 0pt; line-height: normal"><span style="color: ; mso-fareast-font-family: "Times New Roman"; mso-fareast-language: en-gb; mso-ascii-font-family: calibri; mso-hansi-font-family: calibri; mso-bidi-font-family: "Times New Roman""><font face="Calibri"><font style="font-size: 12pt" color="#0000ff">I don’t think the draining board can be put right, without it being unsightly and water puddles forming and not draining away.]</font></font></span><span style="color: ; mso-fareast-font-family: "Times New Roman"; mso-fareast-language: en-gb; mso-ascii-font-family: calibri; mso-hansi-font-family: calibri; mso-bidi-font-family: "Times New Roman""></span></p> <p class="MsoNormal" style="margin: 0cm 0cm 0pt; line-height: normal"><span style="color: ; mso-fareast-font-family: "Times New Roman"; mso-fareast-language: en-gb; mso-ascii-font-family: calibri; mso-hansi-font-family: calibri; mso-bidi-font-family: "Times New Roman""><font face="Calibri"><font style="font-size: 12pt" color="#000000"> </font></font></span></p> <p class="MsoNormal" style="margin: 0cm 0cm 0pt; line-height: normal"><span style="color: ; mso-fareast-font-family: "Times New Roman"; mso-fareast-language: en-gb; mso-ascii-font-family: calibri; mso-hansi-font-family: calibri; mso-bidi-font-family: "Times New Roman""><font face="Calibri"><font style="font-size: 12pt" color="#000000">There have been a number of changes within the Asset and Regeneration team over the past 18 months to improve the service we offer to our residents; due to the complex nature of some of the works we carry out and the number of homes we maintain it will take time to imbed these changes. As previously mentioned I would appreciate the opportunity to discuss these changes with you and understand where we still have work to do.</font></font></span></p> <p class="MsoNormal" style="margin: 0cm 0cm 0pt; line-height: normal"><span style="color: ; mso-fareast-font-family: "Times New Roman"; mso-fareast-language: en-gb; mso-ascii-font-family: calibri; mso-hansi-font-family: calibri; mso-bidi-font-family: "Times New Roman""><font face="Calibri"><font style="font-size: 12pt" color="#000000">Although our complaints policy allows a ten day period for investigation and response we aim to be able to resolve matters more swiftly depending on their complexity. I am sorry that I have not been able to provide a response in a more timely manner on this occasion.</font></font></span></p> <p class="MsoNormal" style="margin: 0cm 0cm 0pt; line-height: normal"><span style="color: ; mso-fareast-font-family: "Times New Roman"; mso-fareast-language: en-gb; mso-ascii-font-family: calibri; mso-hansi-font-family: calibri; mso-bidi-font-family: "Times New Roman""><font face="Calibri"><font style="font-size: 12pt" color="#000000">From my understanding of your concerns I hope the information above clarifies the actions which are outstanding and how these can be resolved; however if you have any further queries please do not hesitate to contact me.</font></font></span></p> <p class="MsoNormal" style="margin: 0cm 0cm 0pt; line-height: normal"><span style="color: ; mso-fareast-font-family: "Times New Roman"; mso-fareast-language: en-gb; mso-ascii-font-family: calibri; mso-hansi-font-family: calibri; mso-bidi-font-family: "Times New Roman""><font face="Calibri"><font style="font-size: 12pt" color="#000000"> </font></font></span></p> <p class="MsoNormal" style="margin: 0cm 0cm 0pt; line-height: normal"><span style="color: ; mso-fareast-font-family: "Times New Roman"; mso-fareast-language: en-gb; mso-ascii-font-family: calibri; mso-hansi-font-family: calibri; mso-bidi-font-family: "Times New Roman""><font face="Calibri"><font style="font-size: 12pt" color="#0000ff">[Following recent events, I am aware that emails sent by me complaining to you or other individuals of the RBKC and TMO have been received and ignored. Or assumptions have been made following their receipt that somebody somewhere has been doing something about my situation. Far be it from me to suggest people find it acceptable to ignore communications. Fortunately I now know that communications have been received, because some people within RBKC and TMO put their email system onto automatic holiday response. And even now, the automatic holiday response has been adjusted in the last twenty-four hours. So I know all of you have been aware, and have received my emails since the beginning.]</font></font></span><span style="color: ; mso-fareast-font-family: "Times New Roman"; mso-fareast-language: en-gb; mso-ascii-font-family: calibri; mso-hansi-font-family: calibri; mso-bidi-font-family: "Times New Roman""></span></p> <p class="MsoNormal" style="margin: 0cm 0cm 0pt; line-height: normal"><span style="color: ; mso-fareast-font-family: "Times New Roman"; mso-fareast-language: en-gb; mso-ascii-font-family: calibri; mso-hansi-font-family: calibri; mso-bidi-font-family: "Times New Roman""><font face="Calibri"><font style="font-size: 12pt" color="#000000"> </font></font></span></p> <p class="MsoNormal" style="margin: 0cm 0cm 0pt; line-height: normal"><span style="color: ; mso-fareast-font-family: "Times New Roman"; mso-fareast-language: en-gb; mso-ascii-font-family: calibri; mso-hansi-font-family: calibri; mso-bidi-font-family: "Times New Roman""><font face="Calibri"><font style="font-size: 12pt" color="#000000">Kind regards,</font></font></span></p> <p class="MsoNormal" style="margin: 0cm 0cm 0pt; line-height: normal"><span style="color: ; mso-fareast-font-family: "Times New Roman"; mso-fareast-language: en-gb; mso-ascii-font-family: calibri; mso-hansi-font-family: calibri; mso-bidi-font-family: "Times New Roman""><font face="Calibri"><font style="font-size: 12pt" color="#000000"> </font></font></span></p> <p class="MsoNormal" style="margin: 0cm 0cm 0pt; line-height: normal"><span style="color: ; mso-fareast-font-family: "Times New Roman"; mso-fareast-language: en-gb; mso-ascii-font-family: calibri; mso-hansi-font-family: calibri; mso-bidi-font-family: "Times New Roman""><font face="Calibri"><font style="font-size: 12pt" color="#000000">Alex</font></font></span></p> <p class="MsoNormal" style="margin: 0cm 0cm 0pt; line-height: normal"><span style="color: ; mso-fareast-font-family: "Times New Roman"; mso-fareast-language: en-gb; mso-ascii-font-family: calibri; mso-hansi-font-family: calibri; mso-bidi-font-family: "Times New Roman""><font face="Calibri"><font style="font-size: 12pt" color="#000000"> </font></font></span></p> <p class="MsoNormal" style="margin: 0cm 0cm 0pt; line-height: normal"><span style="color: ; mso-fareast-font-family: "Times New Roman"; mso-fareast-language: en-gb; mso-ascii-font-family: calibri; mso-hansi-font-family: calibri; mso-bidi-font-family: "Times New Roman""><font face="Calibri"><font style="font-size: 12pt" color="#000000">Alex Bosman</font></font></span></p> <p class="MsoNormal" style="margin: 0cm 0cm 0pt; line-height: normal"><span style="color: ; mso-fareast-font-family: "Times New Roman"; mso-fareast-language: en-gb; mso-ascii-font-family: calibri; mso-hansi-font-family: calibri; mso-bidi-font-family: "Times New Roman""><font face="Calibri"><font style="font-size: 12pt" color="#000000"> </font></font></span></p> <p class="MsoNormal" style="margin: 0cm 0cm 0pt; line-height: normal"><span style="color: ; mso-fareast-font-family: "Times New Roman"; mso-fareast-language: en-gb; mso-ascii-font-family: calibri; mso-hansi-font-family: calibri; mso-bidi-font-family: "Times New Roman""><font face="Calibri"><font style="font-size: 12pt" color="#000000"> </font></font></span></p> <p class="MsoNormal" style="margin: 0cm 0cm 0pt; line-height: normal"><span style="color: ; mso-fareast-font-family: "Times New Roman"; mso-fareast-language: en-gb; mso-ascii-font-family: calibri; mso-hansi-font-family: calibri; mso-bidi-font-family: "Times New Roman""><font face="Calibri"><font style="font-size: 12pt" color="#000000">Head of Contract Management</font></font></span></p> <p class="MsoNormal" style="margin: 0cm 0cm 0pt; line-height: normal"><span style="color: ; mso-fareast-font-family: "Times New Roman"; mso-fareast-language: en-gb; mso-ascii-font-family: calibri; mso-hansi-font-family: calibri; mso-bidi-font-family: "Times New Roman""><font face="Calibri"><font style="font-size: 12pt" color="#000000">t: 0800 137 111</font></font></span></p> <p class="MsoNormal" style="margin: 0cm 0cm 0pt; line-height: normal"><span style="color: ; mso-fareast-font-family: "Times New Roman"; mso-fareast-language: en-gb; mso-ascii-font-family: calibri; mso-hansi-font-family: calibri; mso-bidi-font-family: "Times New Roman""><font face="Calibri"><font style="font-size: 12pt" color="#000000"> </font></font></span></p> <p class="MsoNormal" style="margin: 0cm 0cm 0pt; line-height: normal"><span style="color: ; mso-fareast-font-family: "Times New Roman"; mso-fareast-language: en-gb; mso-ascii-font-family: calibri; mso-hansi-font-family: calibri; mso-bidi-font-family: "Times New Roman""><font face="Calibri"><font style="font-size: 12pt" color="#000000">-----Original Message----- </font></font></span></p> <p class="MsoNormal" style="margin: 0cm 0cm 0pt; line-height: normal"><span style="color: ; mso-fareast-font-family: "Times New Roman"; mso-fareast-language: en-gb; mso-ascii-font-family: calibri; mso-hansi-font-family: calibri; mso-bidi-font-family: "Times New Roman""><font face="Calibri"><font style="font-size: 12pt" color="#000000">From: Alex Bosman </font></font></span></p> <p class="MsoNormal" style="margin: 0cm 0cm 0pt; line-height: normal"><span style="color: ; mso-fareast-font-family: "Times New Roman"; mso-fareast-language: en-gb; mso-ascii-font-family: calibri; mso-hansi-font-family: calibri; mso-bidi-font-family: "Times New Roman""><font face="Calibri"><font style="font-size: 12pt" color="#000000">Sent: Monday, August 04, 2014 6:06 PM </font></font></span></p> <p class="MsoNormal" style="margin: 0cm 0cm 0pt; line-height: normal"><span style="color: ; mso-fareast-font-family: "Times New Roman"; mso-fareast-language: en-gb; mso-ascii-font-family: calibri; mso-hansi-font-family: calibri; mso-bidi-font-family: "Times New Roman""><font face="Calibri"><font style="font-size: 12pt" color="#000000">To: 'donoddy@hotmail.com' </font></font></span></p> <p class="MsoNormal" style="margin: 0cm 0cm 0pt; line-height: normal"><span style="color: ; mso-fareast-font-family: "Times New Roman"; mso-fareast-language: en-gb; mso-ascii-font-family: calibri; mso-hansi-font-family: calibri; mso-bidi-font-family: "Times New Roman""><font face="Calibri"><font style="font-size: 12pt" color="#000000">Cc: (T) Complaints </font></font></span></p> <p class="MsoNormal" style="margin: 0cm 0cm 0pt; line-height: normal"><span style="color: ; mso-fareast-font-family: "Times New Roman"; mso-fareast-language: en-gb; mso-ascii-font-family: calibri; mso-hansi-font-family: calibri; mso-bidi-font-family: "Times New Roman""><font face="Calibri"><font style="font-size: 12pt" color="#000000">Subject: RE: Enquiry Ref 153876 </font></font></span></p> <p class="MsoNormal" style="margin: 0cm 0cm 0pt; line-height: normal"><span style="color: ; mso-fareast-font-family: "Times New Roman"; mso-fareast-language: en-gb; mso-ascii-font-family: calibri; mso-hansi-font-family: calibri; mso-bidi-font-family: "Times New Roman""><font face="Calibri"><font style="font-size: 12pt" color="#000000"> </font></font></span></p> <p class="MsoNormal" style="margin: 0cm 0cm 0pt; line-height: normal"><span style="color: ; mso-fareast-font-family: "Times New Roman"; mso-fareast-language: en-gb; mso-ascii-font-family: calibri; mso-hansi-font-family: calibri; mso-bidi-font-family: "Times New Roman""><font face="Calibri"><font style="font-size: 12pt" color="#000000">Dear Mr Oddy,</font></font></span></p> <p class="MsoNormal" style="margin: 0cm 0cm 0pt; line-height: normal"><span style="color: ; mso-fareast-font-family: "Times New Roman"; mso-fareast-language: en-gb; mso-ascii-font-family: calibri; mso-hansi-font-family: calibri; mso-bidi-font-family: "Times New Roman""><font face="Calibri"><font style="font-size: 12pt" color="#000000"> </font></font></span></p> <p class="MsoNormal" style="margin: 0cm 0cm 0pt; line-height: normal"><span style="color: ; mso-fareast-font-family: "Times New Roman"; mso-fareast-language: en-gb; mso-ascii-font-family: calibri; mso-hansi-font-family: calibri; mso-bidi-font-family: "Times New Roman""><font face="Calibri"><font style="font-size: 12pt" color="#000000">RE: Enquiry Ref 153876 - Flat 12 Curran House Lucan Place London SW3 3PG</font></font></span></p> <p class="MsoNormal" style="margin: 0cm 0cm 0pt; line-height: normal"><span style="color: ; mso-fareast-font-family: "Times New Roman"; mso-fareast-language: en-gb; mso-ascii-font-family: calibri; mso-hansi-font-family: calibri; mso-bidi-font-family: "Times New Roman""><font face="Calibri"><font style="font-size: 12pt" color="#000000"> </font></font></span></p> <p class="MsoNormal" style="margin: 0cm 0cm 0pt; line-height: normal"><span style="color: ; mso-fareast-font-family: "Times New Roman"; mso-fareast-language: en-gb; mso-ascii-font-family: calibri; mso-hansi-font-family: calibri; mso-bidi-font-family: "Times New Roman""><font face="Calibri"><font style="font-size: 12pt" color="#000000">Thank you for your email dated 18 July 2014 having reviewed the specific concerns you have raised I am able to respond in the same order; I also understand that you have some overarching concerns and I would appreciate the opportunity to discuss these in person to understand if they are historic and have been addressed by changes made within the Asset and Regeneration team over the past year, are areas which have been identified for improvement or need to be addressed.</font></font></span></p> <p class="MsoNormal" style="margin: 0cm 0cm 0pt; line-height: normal"><span style="color: ; mso-fareast-font-family: "Times New Roman"; mso-fareast-language: en-gb; mso-ascii-font-family: calibri; mso-hansi-font-family: calibri; mso-bidi-font-family: "Times New Roman""><font face="Calibri"><font style="font-size: 12pt" color="#000000">1. Rewire post inspection</font></font></span></p> <p class="MsoNormal" style="margin: 0cm 0cm 0pt; line-height: normal"><span style="color: ; mso-fareast-font-family: "Times New Roman"; mso-fareast-language: en-gb; mso-ascii-font-family: calibri; mso-hansi-font-family: calibri; mso-bidi-font-family: "Times New Roman""><font face="Calibri"><font style="font-size: 12pt" color="#000000"> The purpose of the post inspection is not to test the safety of the new system as this is carried out during the works by the registered NIEC engineers with details recorded on the new certificate. The post inspection is intended to confirm works have been completed in a tidy manner to the residents satisfaction and match the specification.</font></font></span></p> <p class="MsoNormal" style="margin: 0cm 0cm 0pt; line-height: normal"><span style="color: ; mso-fareast-font-family: "Times New Roman"; mso-fareast-language: en-gb; mso-ascii-font-family: calibri; mso-hansi-font-family: calibri; mso-bidi-font-family: "Times New Roman""><font face="Calibri"><font style="font-size: 12pt" color="#000000">2. Leak from walk in shower</font></font></span></p> <p class="MsoNormal" style="margin: 0cm 0cm 0pt; line-height: normal"><span style="color: ; mso-fareast-font-family: "Times New Roman"; mso-fareast-language: en-gb; mso-ascii-font-family: calibri; mso-hansi-font-family: calibri; mso-bidi-font-family: "Times New Roman""><font face="Calibri"><font style="font-size: 12pt" color="#000000"> I apologies that you have historically received conflicting information regarding the possible leak from your walk in shower to the property below. I understand that Keith Noble has recently been working with our contractor to resolve this long standing issue which Keith believes has been caused by incorrect instillation. To resolve this it will be necessary to install a formed shower tray with new a waste connection below the floor finishing which will be renewed. I understand this has been a long standing issues and that you have received conflicting information however I am confident that Keith has correctly diagnosed the cause and necessary works required to resolve this issue; due to the nature of this leak and the impact it is having on the resident below it is important that these works are completed as soon as possible. Although works were programmed to start today I have been informed by our contractor that you would not allow them access due to your other outstanding concerns; I would like to reassure you that I will address your concerns appropriately however the works to your bathroom need to be programmed urgently. I attempted to phone you today to discuss these concerns however you were unavailable; I will call again tomorrow and would appreciate the opportunity to visit your home to discuss your concerns.</font></font></span></p> <p class="MsoNormal" style="margin: 0cm 0cm 0pt; line-height: normal"><span style="color: ; mso-fareast-font-family: "Times New Roman"; mso-fareast-language: en-gb; mso-ascii-font-family: calibri; mso-hansi-font-family: calibri; mso-bidi-font-family: "Times New Roman""><font face="Calibri"><font style="font-size: 12pt" color="#000000">3. Leak to your heating system</font></font></span></p> <p class="MsoNormal" style="margin: 0cm 0cm 0pt; line-height: normal"><span style="color: ; mso-fareast-font-family: "Times New Roman"; mso-fareast-language: en-gb; mso-ascii-font-family: calibri; mso-hansi-font-family: calibri; mso-bidi-font-family: "Times New Roman""><font face="Calibri"><font style="font-size: 12pt" color="#000000"> The works to resolve the possible leak to your heating system are included within the current domestic boiler servicing and repair contract and do not require authorization by the TMO. I apologies that these have not yet been completed by our contractor and have contacted them to confirm the exact works which have been completed and if necessary will arrange for an engineer to re-attend at a convenient time to resolve this matter. Once I have received feedback from our contractor I will be able to confirm to you if any further works are required.</font></font></span></p> <p class="MsoNormal" style="margin: 0cm 0cm 0pt; line-height: normal"><span style="color: ; mso-fareast-font-family: "Times New Roman"; mso-fareast-language: en-gb; mso-ascii-font-family: calibri; mso-hansi-font-family: calibri; mso-bidi-font-family: "Times New Roman""><font face="Calibri"><font style="font-size: 12pt" color="#000000">4. Kitchen window repair</font></font></span></p> <p class="MsoNormal" style="margin: 0cm 0cm 0pt; line-height: normal"><span style="color: ; mso-fareast-font-family: "Times New Roman"; mso-fareast-language: en-gb; mso-ascii-font-family: calibri; mso-hansi-font-family: calibri; mso-bidi-font-family: "Times New Roman""><font face="Calibri"><font style="font-size: 12pt" color="#000000"> Thank you for confirming that works to your kitchen window have now been completed.</font></font></span></p> <p class="MsoNormal" style="margin: 0cm 0cm 0pt; line-height: normal"><span style="color: ; mso-fareast-font-family: "Times New Roman"; mso-fareast-language: en-gb; mso-ascii-font-family: calibri; mso-hansi-font-family: calibri; mso-bidi-font-family: "Times New Roman""><font face="Calibri"><font style="font-size: 12pt" color="#000000">5. Pest proofing</font></font></span></p> <p class="MsoNormal" style="margin: 0cm 0cm 0pt; line-height: normal"><span style="color: ; mso-fareast-font-family: "Times New Roman"; mso-fareast-language: en-gb; mso-ascii-font-family: calibri; mso-hansi-font-family: calibri; mso-bidi-font-family: "Times New Roman""><font face="Calibri"><font style="font-size: 12pt" color="#000000"> During my proposed visit I will be able to inspect and specify any necessary mouse proofing which may be required following the recent electrical works.</font></font></span></p> <p class="MsoNormal" style="margin: 0cm 0cm 0pt; line-height: normal"><span style="color: ; mso-fareast-font-family: "Times New Roman"; mso-fareast-language: en-gb; mso-ascii-font-family: calibri; mso-hansi-font-family: calibri; mso-bidi-font-family: "Times New Roman""><font face="Calibri"><font style="font-size: 12pt" color="#000000">6. Damage to carpet</font></font></span></p> <p class="MsoNormal" style="margin: 0cm 0cm 0pt; line-height: normal"><span style="color: ; mso-fareast-font-family: "Times New Roman"; mso-fareast-language: en-gb; mso-ascii-font-family: calibri; mso-hansi-font-family: calibri; mso-bidi-font-family: "Times New Roman""><font face="Calibri"><font style="font-size: 12pt" color="#000000"> I understand that Keith has arranged for our contractor to clean the affected carpet when they re-attend to carry out the works listed in point 2 and has reinforced with the contractor the contractual importance of using floor protection during works to prevent possible damage and achieve resident satisfaction. I apologies that this did not happen in this instance.</font></font></span></p> <p class="MsoNormal" style="margin: 0cm 0cm 0pt; line-height: normal"><span style="color: ; mso-fareast-font-family: "Times New Roman"; mso-fareast-language: en-gb; mso-ascii-font-family: calibri; mso-hansi-font-family: calibri; mso-bidi-font-family: "Times New Roman""><font face="Calibri"><font style="font-size: 12pt" color="#000000">7. Damage to draining board</font></font></span></p> <p class="MsoNormal" style="margin: 0cm 0cm 0pt; line-height: normal"><span style="color: ; mso-fareast-font-family: "Times New Roman"; mso-fareast-language: en-gb; mso-ascii-font-family: calibri; mso-hansi-font-family: calibri; mso-bidi-font-family: "Times New Roman""><font face="Calibri"><font style="font-size: 12pt" color="#000000"> In addition to the cleaning of the carpet Keith has also arranged for the contractor to rectify the damage to the drainage board caused during the repair to your kitchen window. I will be discussing these concerns with our repairs contractor to achieve service improvement.</font></font></span></p> <p class="MsoNormal" style="margin: 0cm 0cm 0pt; line-height: normal"><span style="color: ; mso-fareast-font-family: "Times New Roman"; mso-fareast-language: en-gb; mso-ascii-font-family: calibri; mso-hansi-font-family: calibri; mso-bidi-font-family: "Times New Roman""><font face="Calibri"><font style="font-size: 12pt" color="#000000"> </font></font></span></p> <p class="MsoNormal" style="margin: 0cm 0cm 0pt; line-height: normal"><span style="color: ; mso-fareast-font-family: "Times New Roman"; mso-fareast-language: en-gb; mso-ascii-font-family: calibri; mso-hansi-font-family: calibri; mso-bidi-font-family: "Times New Roman""><font face="Calibri"><font style="font-size: 12pt" color="#000000">There have been a number of changes within the Asset and Regeneration team over the past 18 months to improve the service we offer to our residents; due to the complex nature of some of the works we carry out and the number of homes we maintain it will take time to imbed these changes. As previously mentioned I would appreciate the opportunity to discuss these changes with you and understand where we still have work to do.</font></font></span></p> <p class="MsoNormal" style="margin: 0cm 0cm 0pt; line-height: normal"><span style="color: ; mso-fareast-font-family: "Times New Roman"; mso-fareast-language: en-gb; mso-ascii-font-family: calibri; mso-hansi-font-family: calibri; mso-bidi-font-family: "Times New Roman""><font face="Calibri"><font style="font-size: 12pt" color="#000000">Although our complaints policy allows a ten day period for investigation and response we aim to be able to resolve matters more swiftly depending on their complexity. I am sorry that I have not been able to provide a response in a more timely manner on this occasion.</font></font></span></p> <p class="MsoNormal" style="margin: 0cm 0cm 0pt; line-height: normal"><span style="color: ; mso-fareast-font-family: "Times New Roman"; mso-fareast-language: en-gb; mso-ascii-font-family: calibri; mso-hansi-font-family: calibri; mso-bidi-font-family: "Times New Roman""><font face="Calibri"><font style="font-size: 12pt" color="#000000">From my understanding of your concerns I hope the information above clarifies the actions which are outstanding and how these can be resolved; however if you have any further queries please do not hesitate to contact me.</font></font></span></p> <p class="MsoNormal" style="margin: 0cm 0cm 0pt; line-height: normal"><span style="color: ; mso-fareast-font-family: "Times New Roman"; mso-fareast-language: en-gb; mso-ascii-font-family: calibri; mso-hansi-font-family: calibri; mso-bidi-font-family: "Times New Roman""><font face="Calibri"><font style="font-size: 12pt" color="#000000"> </font></font></span></p> <p class="MsoNormal" style="margin: 0cm 0cm 0pt; line-height: normal"><span style="color: ; mso-fareast-font-family: "Times New Roman"; mso-fareast-language: en-gb; mso-ascii-font-family: calibri; mso-hansi-font-family: calibri; mso-bidi-font-family: "Times New Roman""><font face="Calibri"><font style="font-size: 12pt" color="#000000">Kind regards,</font></font></span></p> <p class="MsoNormal" style="margin: 0cm 0cm 0pt; line-height: normal"><span style="color: ; mso-fareast-font-family: "Times New Roman"; mso-fareast-language: en-gb; mso-ascii-font-family: calibri; mso-hansi-font-family: calibri; mso-bidi-font-family: "Times New Roman""><font face="Calibri"><font style="font-size: 12pt" color="#000000"> </font></font></span></p> <p class="MsoNormal" style="margin: 0cm 0cm 0pt; line-height: normal"><span style="color: ; mso-fareast-font-family: "Times New Roman"; mso-fareast-language: en-gb; mso-ascii-font-family: calibri; mso-hansi-font-family: calibri; mso-bidi-font-family: "Times New Roman""><font face="Calibri"><font style="font-size: 12pt" color="#000000">Alex</font></font></span></p> <p class="MsoNormal" style="margin: 0cm 0cm 0pt; line-height: normal"><span style="color: ; mso-fareast-font-family: "Times New Roman"; mso-fareast-language: en-gb; mso-ascii-font-family: calibri; mso-hansi-font-family: calibri; mso-bidi-font-family: "Times New Roman""><font face="Calibri"><font style="font-size: 12pt" color="#000000"> </font></font></span></p> <p class="MsoNormal" style="margin: 0cm 0cm 0pt; line-height: normal"><span style="color: ; mso-fareast-font-family: "Times New Roman"; mso-fareast-language: en-gb; mso-ascii-font-family: calibri; mso-hansi-font-family: calibri; mso-bidi-font-family: "Times New Roman""><font face="Calibri"><font style="font-size: 12pt" color="#000000">Alex Bosman</font></font></span></p> <p class="MsoNormal" style="margin: 0cm 0cm 0pt; line-height: normal"><span style="color: ; mso-fareast-font-family: "Times New Roman"; mso-fareast-language: en-gb; mso-ascii-font-family: calibri; mso-hansi-font-family: calibri; mso-bidi-font-family: "Times New Roman""><font face="Calibri"><font style="font-size: 12pt" color="#000000">Head of Contract Management</font></font></span></p> <p class="MsoNormal" style="margin: 0cm 0cm 0pt; line-height: normal"><span style="color: ; mso-fareast-font-family: "Times New Roman"; mso-fareast-language: en-gb; mso-ascii-font-family: calibri; mso-hansi-font-family: calibri; mso-bidi-font-family: "Times New Roman""><font face="Calibri"><font style="font-size: 12pt" color="#000000">t: 0800 137 111</font></font></span></p> Anonymoushttp://www.blogger.com/profile/11612209078295041624noreply@blogger.comtag:blogger.com,1999:blog-3892939712377419384.post-57633833921776479462014-08-04T10:00:00.001+01:002014-08-04T10:50:36.396+01:00To: Robert Black ~ Nick Paget Brown ~ TMO Complaints<p class="MsoNormal" style="margin: 0cm 0cm 0pt; line-height: normal" align="justify"><span style="font-family: ; mso-fareast-font-family: "Times New Roman"; mso-fareast-language: en-gb"><font size="3" face="Tahoma"></font></span> </p> <p><font size="3" face="Tahoma">How am I feeling today? It's been a few days, in fact weeks since I reported the problems I have at home with my landlord not resolving issues. And so far the response has not been received. In the past I would have been annoyed angry and frustrated. But I have learned that big organisations will ignore anything that undermines their public perception, until they wear out their processes and procedures, all I need to do is follow their rulebook. So today one of two things can happen, they may ignore me some more, or offer some solutions. Presently, I really don't know their intentions if any. And I suppose they have conditioned me into believing that they will do nothing to help me with repairs and renovation required under law and a code of conduct they have. I have plenty to do and no real time to worry about it because it doesn't matter in the long-term. But it does impact on other people, who are bystanders and they are affected by the defects in the building.</font></p> <p><font size="3" face="Tahoma"></font> </p> <p><font size="3" face="Tahoma">Everyone who can take action seems to be on holiday…</font></p> <p>-----Original Message----- <p><font size="3" face="Tahoma">From: Jane Clifton </font> <p><font size="3" face="Tahoma">Sent: Monday, August 04, 2014 9:53 AM </font> <p><font size="3" face="Tahoma">To: Donald Oddy </font> <p><font size="3" face="Tahoma">Subject: Automatic reply: Out of Office: July 18, 2014: update on flat 12 Curran House repairs and renovations. </font> <p><font size="3" face="Tahoma">I am away from the office until Tuesday, 5th August. If you have an urgent query, please contact Clare Lees on 020 7605 6352 or Fola Kafidiya on 020 7605 6399.</font> <p><font size="3" face="Tahoma"><br> </p></font> <p class="MsoNormal" style="margin: 0cm 0cm 0pt; line-height: normal"><span style="mso-fareast-font-family: "Times New Roman"; mso-fareast-language: en-gb; mso-ascii-font-family: calibri; mso-hansi-font-family: calibri; mso-bidi-font-family: "Times New Roman""><font size="3" face="Tahoma"></font></span> </p> <p><font size="3" face="Tahoma">-----Original Message----- </font> <p><font size="3" face="Tahoma">From: Robert Black </font> <p><font size="3" face="Tahoma">Sent: Monday, August 04, 2014 8:31 AM </font> <p><font size="3" face="Tahoma">To: Donald Oddy </font> <p><font size="3" face="Tahoma">Subject: Out of Office: July 18, 2014: update on flat 12 Curran House repairs and renovations. </font> <p><font size="3" face="Tahoma">I am on annual leave away from the office until Monday 11th August 2014</font> <p><font size="3" face="Tahoma">If you have an emergency, please contact us on 0800 137 111</font> <p><font size="3" face="Tahoma">For all other enquires please contact either</font> <p><font size="3" face="Tahoma">Jane Clifton on 020 7605 6310 or jclifton@kctmo.org.uk or</font> <p><font size="3" face="Tahoma">Clare Lees on 020 7605 6352 or clees@kctmo.org.uk</font> <p><font size="3" face="Tahoma">Robert Black</font> <p><font size="3" face="Tahoma">Chief Executive</font> <p><font size="3" face="Tahoma">Kensington & Chelsea TMO</font> <p class="MsoNormal" style="margin: 0cm 0cm 0pt; line-height: normal"><span style="mso-fareast-font-family: "Times New Roman"; mso-fareast-language: en-gb; mso-ascii-font-family: calibri; mso-hansi-font-family: calibri; mso-bidi-font-family: "Times New Roman""><font size="3" face="Tahoma">-----Original Message----- </font></span></p> <p class="MsoNormal" style="margin: 0cm 0cm 0pt; line-height: normal"><span style="mso-fareast-font-family: "Times New Roman"; mso-fareast-language: en-gb; mso-ascii-font-family: calibri; mso-hansi-font-family: calibri; mso-bidi-font-family: "Times New Roman""><font size="3" face="Tahoma">From: Donald Oddy </font></span></p> <p class="MsoNormal" style="margin: 0cm 0cm 0pt; line-height: normal"><span style="mso-fareast-font-family: "Times New Roman"; mso-fareast-language: en-gb; mso-ascii-font-family: calibri; mso-hansi-font-family: calibri; mso-bidi-font-family: "Times New Roman""><font size="3" face="Tahoma">Sent: Monday, August 04, 2014 9:53 AM </font></span></p> <p class="MsoNormal" style="margin: 0cm 0cm 0pt; line-height: normal"><span style="mso-fareast-font-family: "Times New Roman"; mso-fareast-language: en-gb; mso-ascii-font-family: calibri; mso-hansi-font-family: calibri; mso-bidi-font-family: "Times New Roman""><font size="3" face="Tahoma">To: Jane Clifton ; Clare Lees </font></span></p> <p class="MsoNormal" style="margin: 0cm 0cm 0pt; line-height: normal"><span style="mso-fareast-font-family: "Times New Roman"; mso-fareast-language: en-gb; mso-ascii-font-family: calibri; mso-hansi-font-family: calibri; mso-bidi-font-family: "Times New Roman""><font size="3" face="Tahoma">Subject: Fw: Out of Office: July 18, 2014: update on flat 12 Curran House repairs and renovations. </font></span></p> <p class="MsoNormal" style="margin: 0cm 0cm 0pt; line-height: normal" align="justify"><span style="font-family: ; mso-fareast-font-family: "Times New Roman"; mso-fareast-language: en-gb"><font size="3" face="Tahoma"> </font></span></p> <p class="MsoNormal" style="margin: 0cm 0cm 0pt; line-height: normal" align="justify"><span style="font-family: ; mso-fareast-font-family: "Times New Roman"; mso-fareast-language: en-gb"><font size="3" face="Tahoma"> </font></span></p> <p class="MsoNormal" style="margin: 0cm 0cm 0pt; line-height: normal" align="justify"><span style="color: ; mso-fareast-font-family: "Times New Roman"; mso-fareast-language: en-gb; mso-ascii-font-family: calibri; mso-hansi-font-family: calibri; mso-bidi-font-family: "Times New Roman""><font size="3" face="Tahoma">as yet no information from TMO on actions if any to resolve my complaint</font></span></p> <p class="MsoNormal" style="margin: 0cm 0cm 0pt; line-height: normal" align="justify"><span style="font-family: ; color: ; mso-fareast-font-family: "Times New Roman"; mso-fareast-language: en-gb"><font size="3" face="Tahoma"> </font></span></p> <p class="MsoNormal" style="background: whitesmoke; margin: 0cm 0cm 0pt; line-height: normal" align="justify"><font face="Tahoma"><font size="3"><b><span style="font-family: ; color: ; mso-fareast-font-family: "Times New Roman"; mso-fareast-language: en-gb">From:</span></b><span style="font-family: ; color: ; mso-fareast-font-family: "Times New Roman"; mso-fareast-language: en-gb"> <a title="donoddy@outlook.com" style="href: "mailto:donoddy@outlook.com""><span style="color: "><font color="#0000ff">Don Oddy</font></span></a> </span></font></font></p> <p class="MsoNormal" style="background: whitesmoke; margin: 0cm 0cm 0pt; line-height: normal" align="justify"><font face="Tahoma"><font size="3"><b><span style="font-family: ; color: ; mso-fareast-font-family: "Times New Roman"; mso-fareast-language: en-gb">Sent:</span></b><span style="font-family: ; color: ; mso-fareast-font-family: "Times New Roman"; mso-fareast-language: en-gb"> Friday, July 18, 2014 10:49 AM</span></font></font></p> <p class="MsoNormal" style="background: whitesmoke; margin: 0cm 0cm 0pt; line-height: normal" align="justify"><font face="Tahoma"><font size="3"><b><span style="font-family: ; color: ; mso-fareast-font-family: "Times New Roman"; mso-fareast-language: en-gb">To:</span></b><span style="font-family: ; color: ; mso-fareast-font-family: "Times New Roman"; mso-fareast-language: en-gb"> <a title="TComplaints@kctmo.org.uk" style="href: "mailto:TComplaints@kctmo.org.uk""><span style="color: "><font color="#0000ff">(T) Complaints</font></span></a> ; <a title="leader@rbkc.gov.uk" style="href: "mailto:leader@rbkc.gov.uk""><span style="color: "><font color="#0000ff">Leader Paget Brown</font></span></a> ; <a title="rblack@kctmo.org.uk" style="href: "mailto:rblack@kctmo.org.uk""><span style="color: "><font color="#0000ff">Robert Black</font></span></a> </span></font></font></p> <p class="MsoNormal" style="background: whitesmoke; margin: 0cm 0cm 0pt; line-height: normal" align="justify"><font face="Tahoma"><font size="3"><b><span style="font-family: ; color: ; mso-fareast-font-family: "Times New Roman"; mso-fareast-language: en-gb">Cc:</span></b><span style="font-family: ; color: ; mso-fareast-font-family: "Times New Roman"; mso-fareast-language: en-gb"> <a title="Cllr.Coleridge@rbkc.gov.uk" style="href: "mailto:Cllr.Coleridge@rbkc.gov.uk""><span style="color: "><font color="#0000ff">Tim Coleridge</font></span></a> ; <a title="knoble@kctmo.org.uk" style="href: "mailto:knoble@kctmo.org.uk""><span style="color: "><font color="#0000ff">Keith Noble</font></span></a> ; <a title="ReportingRepairs@kctmo.org.uk" style="href: "mailto:ReportingRepairs@kctmo.org.uk""><span style="color: "><font color="#0000ff">ReportingRepairs@kctmo.org.uk</font></span></a> </span></font></font></p> <p class="MsoNormal" style="background: whitesmoke; margin: 0cm 0cm 0pt; line-height: normal" align="justify"><font face="Tahoma"><font size="3"><b><span style="font-family: ; color: ; mso-fareast-font-family: "Times New Roman"; mso-fareast-language: en-gb">Subject:</span></b><span style="font-family: ; color: ; mso-fareast-font-family: "Times New Roman"; mso-fareast-language: en-gb"> July 18, 2014: update on flat 12 Curran House repairs and renovations.</span></font></font></p> <p class="MsoNormal" style="margin: 0cm 0cm 0pt; line-height: normal" align="justify"><span style="color: ; mso-fareast-font-family: "Times New Roman"; mso-fareast-language: en-gb; mso-ascii-font-family: calibri; mso-hansi-font-family: calibri; mso-bidi-font-family: "Times New Roman""><font size="3" face="Tahoma"> </font></span></p> <p class="MsoNormal" style="margin: 0cm 0cm 0pt; line-height: normal; mso-layout-grid-align: none" align="justify"><font face="Tahoma"><font size="3"><span style="font-family: ; color: ; mso-fareast-font-family: "Times New Roman"; mso-fareast-language: en-gb">July 18, 2014: update on flat 12 Curran House repairs and renovations.</span><span style="font-family: ; color: ; mso-fareast-font-family: "Times New Roman"; mso-fareast-language: en-gb"></span></font></font></p> <p class="MsoNormal" style="margin: 0cm 0cm 0pt; line-height: normal; mso-layout-grid-align: none" align="justify"><span style="font-family: ; color: ; mso-fareast-font-family: "Times New Roman"; mso-fareast-language: en-gb"><font size="3" face="Tahoma"> </font></span></p> <p class="MsoNormal" style="margin: 0cm 0cm 0pt; line-height: normal; mso-layout-grid-align: none" align="justify"><font face="Tahoma"><font size="3"><span style="font-family: ; color: ; mso-fareast-font-family: "Times New Roman"; mso-fareast-language: en-gb"><a href="http://www.rbkctmodept.blogspot.co.uk">http://www.rbkctmodept.blogspot.co.uk</a></span><span style="font-family: ; color: ; mso-fareast-font-family: "Times New Roman"; mso-fareast-language: en-gb"></span></font></font></p> <p class="MsoNormal" style="margin: 0cm 0cm 0pt; line-height: normal; mso-layout-grid-align: none" align="justify"><span style="font-family: ; color: ; mso-fareast-font-family: "Times New Roman"; mso-fareast-language: en-gb"><font size="3" face="Tahoma"> </font></span></p> <p class="MsoNormal" style="margin: 0cm 0cm 0pt; line-height: normal; mso-layout-grid-align: none" align="justify"><font face="Tahoma"><font size="3"><span style="font-family: ; color: ; mso-fareast-font-family: "Times New Roman"; mso-fareast-language: en-gb">1. Rewiring</span><span style="font-family: ; color: ; mso-fareast-font-family: "Times New Roman"; mso-fareast-language: en-gb"></span></font></font></p> <p class="MsoNormal" style="margin: 0cm 0cm 0pt; line-height: normal; mso-layout-grid-align: none" align="justify"><span style="font-family: ; color: ; mso-fareast-font-family: "Times New Roman"; mso-fareast-language: en-gb"><font size="3" face="Tahoma"> </font></span></p> <p class="MsoNormal" style="margin: 0cm 0cm 0pt; line-height: normal; mso-layout-grid-align: none" align="justify"><font face="Tahoma"><font size="3"><span style="font-family: ; color: ; mso-fareast-font-family: "Times New Roman"; mso-fareast-language: en-gb">The flat has now been rewired, the full rewire took 3 1/2 days to complete. The Electrical contractors did the very best they could, however the limits to which they can feed wires through the floors/walls was hampered by the kitchen units being installed over conduits which affected other areas that as well. As a consequence loss of space in cupboards. And conduits were put in when wires could not be pulled through. At first they are unsightly. And just like other people I have to live with it.</span><span style="font-family: ; color: ; mso-fareast-font-family: "Times New Roman"; mso-fareast-language: en-gb"></span></font></font></p> <p class="MsoNormal" style="margin: 0cm 0cm 0pt; line-height: normal; mso-layout-grid-align: none" align="justify"><span style="font-family: ; color: ; mso-fareast-font-family: "Times New Roman"; mso-fareast-language: en-gb"><font size="3" face="Tahoma"> </font></span></p> <p class="MsoNormal" style="margin: 0cm 0cm 0pt; line-height: normal; mso-layout-grid-align: none" align="justify"><font face="Tahoma"><font size="3"><span style="font-family: ; color: ; mso-fareast-font-family: "Times New Roman"; mso-fareast-language: en-gb">The inspection by the supervisor after the installation was perfunctory and superficial. I don't have a problem with the inspection if that is what it was meant to be. However, as the system was previously assessed by professionals as in need of rewiring, I would have thought part of the inspection would include an assessment and testing of the system which had been installed. So as far as I know, the electrical installation has not been signed off, so it is not certified or certificated in anyway.</span><span style="font-family: ; color: ; mso-fareast-font-family: "Times New Roman"; mso-fareast-language: en-gb"></span></font></font></p> <p class="MsoNormal" style="margin: 0cm 0cm 0pt; line-height: normal; mso-layout-grid-align: none" align="justify"><span style="font-family: ; color: ; mso-fareast-font-family: "Times New Roman"; mso-fareast-language: en-gb"><font size="3" face="Tahoma"> </font></span></p> <p class="MsoNormal" style="margin: 0cm 0cm 0pt; line-height: normal; mso-layout-grid-align: none" align="justify"><font face="Tahoma"><font size="3"><span style="font-family: ; color: ; mso-fareast-font-family: "Times New Roman"; mso-fareast-language: en-gb">I also understand that the main contractor employs subcontractors to complete the work on an ad hoc basis wherever they can get access. There is no accountability in this process as far as I can see, except of course for the TMO. The contractors were very affable, hard-working and did the job specified. It does not mean that the job has been done correctly and to the standards required by law, because it has not been tested.</span><span style="font-family: ; color: ; mso-fareast-font-family: "Times New Roman"; mso-fareast-language: en-gb"></span></font></font></p> <p class="MsoNormal" style="margin: 0cm 0cm 0pt; line-height: normal; mso-layout-grid-align: none" align="justify"><span style="font-family: ; color: ; mso-fareast-font-family: "Times New Roman"; mso-fareast-language: en-gb"><font size="3" face="Tahoma"> </font></span></p> <p class="MsoNormal" style="margin: 0cm 0cm 0pt; line-height: normal; mso-layout-grid-align: none" align="justify"><font face="Tahoma"><font size="3"><span style="font-family: ; color: ; mso-fareast-font-family: "Times New Roman"; mso-fareast-language: en-gb">2. Walk-in shower floor and leaks</span><span style="font-family: ; color: ; mso-fareast-font-family: "Times New Roman"; mso-fareast-language: en-gb"></span></font></font></p> <p class="MsoNormal" style="margin: 0cm 0cm 0pt; line-height: normal; mso-layout-grid-align: none" align="justify"><span style="font-family: ; color: ; mso-fareast-font-family: "Times New Roman"; mso-fareast-language: en-gb"><font size="3" face="Tahoma"> </font></span></p> <p class="MsoNormal" style="margin: 0cm 0cm 0pt; line-height: normal; mso-layout-grid-align: none" align="justify"><font face="Tahoma"><font size="3"><span style="font-family: ; color: ; mso-fareast-font-family: "Times New Roman"; mso-fareast-language: en-gb">Currently Keith Noble is overseeing the issue with the walk-in shower in my flat, which seems to be leaking into flat six below. As this issue has been going on for several years, and that previous surveyors from the TMO, who have valiantly argued that the walk-in shower is perfectly all right for a least a couple of years, it seems to me that the walk-in shower in my flat, not only seems to be an ongoing problem, it has become very expensive.</span><span style="font-family: ; color: ; mso-fareast-font-family: "Times New Roman"; mso-fareast-language: en-gb"></span></font></font></p> <p class="MsoNormal" style="margin: 0cm 0cm 0pt; line-height: normal; mso-layout-grid-align: none" align="justify"><span style="font-family: ; color: ; mso-fareast-font-family: "Times New Roman"; mso-fareast-language: en-gb"><font size="3" face="Tahoma"> </font></span></p> <p class="MsoNormal" style="margin: 0cm 0cm 0pt; line-height: normal; mso-layout-grid-align: none" align="justify"><font face="Tahoma"><font size="3"><span style="font-family: ; color: ; mso-fareast-font-family: "Times New Roman"; mso-fareast-language: en-gb">For several months, due to holidays, getting the incorrect resources/replacement parts, unqualified people trying to do a job they are not able to do, last year was particularly difficult for a disabled person like me and the conditions I have. Some of which are caused by stress, distress and anxiety. The complaints I've made and shared with Robert Black, Nick Paget Brown, Tim Rees and everybody else has failed to yield any response. I was interviewed yesterday about the responses that I have received from the council and the TMO, and I suggested that the best word to use was "indolent “and to elaborate the word is described with these synonyms "lazy, idle, slothful, loafing, work-shy, shiftless, apathetic, lackadaisical, inactive, inert, lifeless, sluggish, lethargic, listless, languid, torpid, slow, slow-moving, dull, plodding; slack, lax, remiss, negligent, good-for-nothing; informal bone idle." Of course I could be wrong?</span><span style="font-family: ; color: ; mso-fareast-font-family: "Times New Roman"; mso-fareast-language: en-gb"></span></font></font></p> <p class="MsoNormal" style="margin: 0cm 0cm 0pt; line-height: normal; mso-layout-grid-align: none" align="justify"><span style="font-family: ; color: ; mso-fareast-font-family: "Times New Roman"; mso-fareast-language: en-gb"><font size="3" face="Tahoma"> </font></span></p> <p class="MsoNormal" style="margin: 0cm 0cm 0pt; line-height: normal; mso-layout-grid-align: none" align="justify"><span style="font-family: ; color: ; mso-fareast-font-family: "Times New Roman"; mso-fareast-language: en-gb"><font size="3" face="Tahoma"> </font></span></p> <p class="MsoNormal" style="margin: 0cm 0cm 0pt; line-height: normal; mso-layout-grid-align: none" align="justify"><span style="font-family: ; color: ; mso-fareast-font-family: "Times New Roman"; mso-fareast-language: en-gb"><font size="3" face="Tahoma"> </font></span></p> <p class="MsoNormal" style="margin: 0cm 0cm 0pt; line-height: normal; mso-layout-grid-align: none" align="justify"><font face="Tahoma"><font size="3"><span style="font-family: ; color: ; mso-fareast-font-family: "Times New Roman"; mso-fareast-language: en-gb">3. Gas boiler bar pressure: the T Brown engineer who has been coming regularly to up the bar pressure in the gas boiler, suggested that I might try reminding the repairs department about the leak which may be in the system. And that the solution to the problem is a solution which can be put in the system to repair pinhole leaks. I don't know why this issue is ongoing because a very affable man from T Brown said he would get the job done. Unfortunately, whatever the solution may be, available on Amazon prime with next day delivery, is eluding the company presently.</span><span style="font-family: ; color: ; mso-fareast-font-family: "Times New Roman"; mso-fareast-language: en-gb"></span></font></font></p> <p class="MsoNormal" style="margin: 0cm 0cm 0pt; line-height: normal; mso-layout-grid-align: none" align="justify"><span style="font-family: ; color: ; mso-fareast-font-family: "Times New Roman"; mso-fareast-language: en-gb"><font size="3" face="Tahoma"> </font></span></p> <p class="MsoNormal" style="margin: 0cm 0cm 0pt; line-height: normal; mso-layout-grid-align: none" align="justify"><font face="Tahoma"><font size="3"><span style="font-family: ; color: ; mso-fareast-font-family: "Times New Roman"; mso-fareast-language: en-gb">4. Repair to kitchen window: I'm delighted to report that after several months of waiting for new parts, the kitchen window winder and the kitchen window are now repaired.</span><span style="font-family: ; color: ; mso-fareast-font-family: "Times New Roman"; mso-fareast-language: en-gb"></span></font></font></p> <p class="MsoNormal" style="margin: 0cm 0cm 0pt; line-height: normal; mso-layout-grid-align: none" align="justify"><span style="font-family: ; color: ; mso-fareast-font-family: "Times New Roman"; mso-fareast-language: en-gb"><font size="3" face="Tahoma"> </font></span></p> <p class="MsoNormal" style="margin: 0cm 0cm 0pt; line-height: normal; mso-layout-grid-align: none" align="justify"><font face="Tahoma"><font size="3"><span style="font-family: ; color: ; mso-fareast-font-family: "Times New Roman"; mso-fareast-language: en-gb">5. Pest control: I'm saddened and yet accepting that as a consequence of the rewiring, the mouse runs are now open again. I am sure the pest control officer will be around in the near future to put down more bait. All the work done to pest proof or mouse proof is to no avail.</span><span style="font-family: ; color: ; mso-fareast-font-family: "Times New Roman"; mso-fareast-language: en-gb"></span></font></font></p> <p class="MsoNormal" style="margin: 0cm 0cm 0pt; line-height: normal; mso-layout-grid-align: none" align="justify"><span style="font-family: ; color: ; mso-fareast-font-family: "Times New Roman"; mso-fareast-language: en-gb"><font size="3" face="Tahoma"> </font></span></p> <p class="MsoNormal" style="margin: 0cm 0cm 0pt; line-height: normal; mso-layout-grid-align: none" align="justify"><font face="Tahoma"><font size="3"><span style="font-family: ; color: ; mso-fareast-font-family: "Times New Roman"; mso-fareast-language: en-gb">6. Damaged carpet: when taking out and installing the third new walk-in shower floor, the shower floor engineer managed to get some sort of bitumen type substance on my carpets in the hallway outside the walk-in shower. And also managed to get same substance further down the corridor to the kitchen, and also in the WC on the linoleum.</span><span style="font-family: ; color: ; mso-fareast-font-family: "Times New Roman"; mso-fareast-language: en-gb"></span></font></font></p> <p class="MsoNormal" style="margin: 0cm 0cm 0pt; line-height: normal; mso-layout-grid-align: none" align="justify"><span style="font-family: ; color: ; mso-fareast-font-family: "Times New Roman"; mso-fareast-language: en-gb"><font size="3" face="Tahoma"> </font></span></p> <p class="MsoNormal" style="margin: 0cm 0cm 0pt; line-height: normal; mso-layout-grid-align: none" align="justify"><font face="Tahoma"><font size="3"><span style="font-family: ; color: ; mso-fareast-font-family: "Times New Roman"; mso-fareast-language: en-gb">7. Damaged draining board: although I'm delighted that my window winder in the kitchen now works, the first engineer knelt hard and bent the draining board. Fortunately for me Mr Noble had managed to get somebody in to bash out and then reseal the draining board. Although I advised the window winding engineer that the draining board would not take the weight of a human, after they had gone, having fixed my window winder, unfortunately the draining board was damaged yet again, and it does not drain properly and the drawer beneath will not open correctly.</span><span style="font-family: ; color: ; mso-fareast-font-family: "Times New Roman"; mso-fareast-language: en-gb"></span></font></font></p> <p class="MsoNormal" style="margin: 0cm 0cm 0pt; line-height: normal; mso-layout-grid-align: none" align="justify"><span style="font-family: ; color: ; mso-fareast-font-family: "Times New Roman"; mso-fareast-language: en-gb"><font size="3" face="Tahoma"> </font></span></p> <p class="MsoNormal" style="margin: 0cm 0cm 0pt; line-height: normal; mso-layout-grid-align: none" align="justify"><font face="Tahoma"><font size="3"><span style="font-family: ; color: ; mso-fareast-font-family: "Times New Roman"; mso-fareast-language: en-gb">Conclusions:</span><span style="font-family: ; color: ; mso-fareast-font-family: "Times New Roman"; mso-fareast-language: en-gb"></span></font></font></p> <p class="MsoNormal" style="margin: 0cm 0cm 0pt; line-height: normal; mso-layout-grid-align: none" align="justify"><span style="font-family: ; color: ; mso-fareast-font-family: "Times New Roman"; mso-fareast-language: en-gb"><font size="3" face="Tahoma"> </font></span></p> <p class="MsoNormal" style="margin: 0cm 0cm 0pt; line-height: normal; mso-layout-grid-align: none" align="justify"><font face="Tahoma"><font size="3"><span style="font-family: ; color: ; mso-fareast-font-family: "Times New Roman"; mso-fareast-language: en-gb">Damage to property which is owned by the TMO RBKC seems to be ongoing.</span><span style="font-family: ; color: ; mso-fareast-font-family: "Times New Roman"; mso-fareast-language: en-gb"></span></font></font></p> <p class="MsoNormal" style="margin: 0cm 0cm 0pt; line-height: normal; mso-layout-grid-align: none" align="justify"><span style="font-family: ; color: ; mso-fareast-font-family: "Times New Roman"; mso-fareast-language: en-gb"><font size="3" face="Tahoma"> </font></span></p> <p class="MsoNormal" style="margin: 0cm 0cm 0pt; line-height: normal; mso-layout-grid-align: none" align="justify"><font face="Tahoma"><font size="3"><span style="font-family: ; color: ; mso-fareast-font-family: "Times New Roman"; mso-fareast-language: en-gb">Damage to my carpet</span><span style="font-family: ; color: ; mso-fareast-font-family: "Times New Roman"; mso-fareast-language: en-gb"></span></font></font></p> <p class="MsoNormal" style="margin: 0cm 0cm 0pt; line-height: normal; mso-layout-grid-align: none" align="justify"><span style="font-family: ; color: ; mso-fareast-font-family: "Times New Roman"; mso-fareast-language: en-gb"><font size="3" face="Tahoma"> </font></span></p> <p class="MsoNormal" style="margin: 0cm 0cm 0pt; line-height: normal; mso-layout-grid-align: none" align="justify"><font face="Tahoma"><font size="3"><span style="font-family: ; color: ; mso-fareast-font-family: "Times New Roman"; mso-fareast-language: en-gb">Time served by me waiting for repairs, which now is in the months, and years, it seems to me that indolent is a good description of how the TMO RBKC operate. I like all the people who come here, they are affable and try to do what they can with what they have. Unfortunately all the reasons for the current problems are managerial, operations systems and procedures which do not work in the way intended.</span><span style="font-family: ; color: ; mso-fareast-font-family: "Times New Roman"; mso-fareast-language: en-gb"></span></font></font></p> <p class="MsoNormal" style="margin: 0cm 0cm 0pt; line-height: normal; mso-layout-grid-align: none" align="justify"><span style="font-family: ; color: ; mso-fareast-font-family: "Times New Roman"; mso-fareast-language: en-gb"><font size="3" face="Tahoma"> </font></span></p> <p class="MsoNormal" style="margin: 0cm 0cm 0pt; line-height: normal; mso-layout-grid-align: none" align="justify"><font face="Tahoma"><font size="3"><span style="font-family: ; color: ; mso-fareast-font-family: "Times New Roman"; mso-fareast-language: en-gb">What to do? My job is to report and share what is going on. It is not my job to have to bring matters to your attention which ought to be routine and regularly resolved.</span><span style="font-family: ; color: ; mso-fareast-font-family: "Times New Roman"; mso-fareast-language: en-gb"></span></font></font></p> <p class="MsoNormal" style="margin: 0cm 0cm 0pt; line-height: normal; mso-layout-grid-align: none" align="justify"><span style="font-family: ; color: ; mso-fareast-font-family: "Times New Roman"; mso-fareast-language: en-gb"><font size="3" face="Tahoma"> </font></span></p> <p class="MsoNormal" style="margin: 0cm 0cm 0pt; line-height: normal; mso-layout-grid-align: none" align="justify"><font face="Tahoma"><font size="3"><span style="font-family: ; color: ; mso-fareast-font-family: "Times New Roman"; mso-fareast-language: en-gb">In a commercial world, the conduct of the council and TMO would not be acceptable.</span><span style="font-family: ; color: ; mso-fareast-font-family: "Times New Roman"; mso-fareast-language: en-gb"></span></font></font></p> <p class="MsoNormal" style="margin: 0cm 0cm 0pt; line-height: normal; mso-layout-grid-align: none" align="justify"><span style="font-family: ; color: ; mso-fareast-font-family: "Times New Roman"; mso-fareast-language: en-gb"><font size="3" face="Tahoma"> </font></span></p> <p class="MsoNormal" style="margin: 0cm 0cm 0pt; line-height: normal; mso-layout-grid-align: none" align="justify"><font face="Tahoma"><font size="3"><span style="font-family: ; color: ; mso-fareast-font-family: "Times New Roman"; mso-fareast-language: en-gb">We can love people, like people and even get to know people when they come and do what they can with the tools that they are given. And this is an expression I use quite a lot: "I can like and love people, at the same time I can hate their behaviour."</span><span style="font-family: ; color: ; mso-fareast-font-family: "Times New Roman"; mso-fareast-language: en-gb"></span></font></font></p> <p class="MsoNormal" style="margin: 0cm 0cm 0pt; line-height: normal; mso-layout-grid-align: none" align="justify"><span style="font-family: ; color: ; mso-fareast-font-family: "Times New Roman"; mso-fareast-language: en-gb"><font size="3" face="Tahoma"> </font></span></p> <p class="MsoNormal" style="margin: 0cm 0cm 0pt; line-height: normal; mso-layout-grid-align: none" align="justify"><font face="Tahoma"><font size="3"><span style="font-family: ; color: ; mso-fareast-font-family: "Times New Roman"; mso-fareast-language: en-gb">Complaints department: whenever I have tried to get some understanding and sense of what will happen, the complaints department start that process with a 10 day to reply policy. I can imagine there is a 10 day lag because if I am experiencing these problems, I'm sure I'm not the only one. Until of course the worst case scenario happens: service users believe that the council and the TMO are useless and simply don't care. Once that is firmly established as a principal in the service user, the TMO and RBKC continue to be indolent. Of course I could be wrong?</span><span style="font-family: ; color: ; mso-fareast-font-family: "Times New Roman"; mso-fareast-language: en-gb"></span></font></font></p> <p class="MsoNormal" style="margin: 0cm 0cm 0pt; line-height: normal; mso-layout-grid-align: none" align="justify"><span style="font-family: ; color: ; mso-fareast-font-family: "Times New Roman"; mso-fareast-language: en-gb"><font size="3" face="Tahoma"> </font></span></p> <p class="MsoNormal" style="margin: 0cm 0cm 0pt; line-height: normal; mso-layout-grid-align: none" align="justify"><font face="Tahoma"><font size="3"><span style="font-family: ; color: ; mso-fareast-font-family: "Times New Roman"; mso-fareast-language: en-gb">I am truly disappointed and feel very let down by the ongoing repairs never seemingly ending. And that renovations are simply not followed up in the way any commercial organisation would need to as a matter of compliance. And the health and safety issues…?</span><span style="font-family: ; color: ; mso-fareast-font-family: "Times New Roman"; mso-fareast-language: en-gb"></span></font></font></p> <p class="MsoNormal" style="margin: 0cm 0cm 0pt; line-height: normal; mso-layout-grid-align: none" align="justify"><span style="font-family: ; color: ; mso-fareast-font-family: "Times New Roman"; mso-fareast-language: en-gb"><font size="3" face="Tahoma"> </font></span></p> <p class="MsoNormal" style="margin: 0cm 0cm 0pt; line-height: normal; mso-layout-grid-align: none" align="justify"><span style="font-family: ; color: ; mso-fareast-font-family: "Times New Roman"; mso-fareast-language: en-gb"><font size="3" face="Tahoma"> </font></span></p> <p class="MsoNormal" style="margin: 0cm 0cm 10pt; line-height: 13pt" align="justify"><font face="Tahoma"><font size="3"><span style="font-family: ; color: ; mso-fareast-font-family: "Times New Roman"; mso-fareast-language: en-gb">I'm not sure how accountabilities and responsibilities work within the TMO and the RBKC. At the same time I do feel I ought to check with your ombudsman. In order for me to do this I do need to know who I ought to identify as responsible and set a process in motion which is acceptable under your systems and procedures which are very vague <a href="http://www.lgo.org.uk">http://www.lgo.org.uk</a> </span></font></font></p> <p class="MsoNormal" style="margin: 0cm 0cm 10pt; line-height: 13pt" align="justify"><font size="3" face="Tahoma"> </font></p> Anonymoushttp://www.blogger.com/profile/11612209078295041624noreply@blogger.comtag:blogger.com,1999:blog-3892939712377419384.post-7325252148697497042014-07-22T11:48:00.001+01:002014-07-22T11:48:04.229+01:00Dear TMO Nick Paget Brown Robert Black<div style="text-decoration: ; font-family: ; color: ; display: inline; line-height: normal"> <div style="font-family: ; line-height: normal"> <div><font face="Tahoma"><font style="font-size: 10pt"> </font></font></div> <div style="background: #f5f5f5"> <div style="font-color: black"><font face="Tahoma"><b><font style="font-size: 10pt">From:</font></b><font style="font-size: 10pt"> </font></font><font style="font-size: 10pt"><a title="donoddy@outlook.com" style="href: "mailto:donoddy@outlook.com""><font color="#0000ff" face="Tahoma">Donald Oddy</font></a></font><font face="Tahoma"><font style="font-size: 10pt"> </font></font></div> <div><font face="Tahoma"><b><font style="font-size: 10pt">Sent:</font></b><font style="font-size: 10pt"> Tuesday, July 22, 2014 11:45 AM</font></font></div> <div><font face="Tahoma"><b><font style="font-size: 10pt">To:</font></b><font style="font-size: 10pt"> </font></font><font style="font-size: 10pt"><a title="TComplaints@kctmo.org.uk" style="href: "mailto:TComplaints@kctmo.org.uk""><font color="#0000ff" face="Tahoma">(T) Complaints</font></a></font><font face="Tahoma"><font style="font-size: 10pt"> </font></font></div> <div><font face="Tahoma"><b><font style="font-size: 10pt">Subject:</font></b><font style="font-size: 10pt"> Re: Mr D Oddy-July 18, 2014: update on flat 12 Curran House repairs and renovations</font></font></div></div></div> <div><font face="Calibri"> </font></div></div> <div style="text-decoration: ; font-family: ; color: ; display: inline; line-height: normal"> <div dir="ltr"> <div style="font-family: ; color: "> <div><span style="font-family: ; white-space: normal; word-spacing: 0px; text-transform: none; float: none; color: ; text-align: justify; display: inline !important; letter-spacing: normal; line-height: normal; text-indent: 0px; -webkit-text-stroke-width: 0px"><font style="face: tahoma"><font style="color: #222222">thank you,</font></font></span></div> <div><span style="font-family: ; white-space: normal; word-spacing: 0px; text-transform: none; float: none; color: ; text-align: justify; display: inline !important; letter-spacing: normal; line-height: normal; text-indent: 0px; -webkit-text-stroke-width: 0px"><font style="color: #222222" face="Tahoma"></font></span><font face="Calibri"> </font></div> <div><span style="font-family: ; white-space: normal; word-spacing: 0px; text-transform: none; float: none; color: ; text-align: justify; display: inline !important; letter-spacing: normal; line-height: normal; text-indent: 0px; -webkit-text-stroke-width: 0px"><font style="color: #222222" face="Tahoma">Donald</font></span></div> <div><span style="font-family: ; white-space: normal; word-spacing: 0px; text-transform: none; float: none; color: ; text-align: justify; display: inline !important; letter-spacing: normal; line-height: normal; text-indent: 0px; -webkit-text-stroke-width: 0px"><font style="color: #222222" face="Tahoma"></font></span><font face="Calibri"> </font></div> <div><a title="http://rbkctmodept.blogspot.co.uk/2014/07/to-nick-paget-brown-robert-black-tmo.html" style="href: "http://rbkctmodept.blogspot.co.uk/2014/07/to-nick-paget-brown-robert-black-tmo.html""><font color="#0000ff" face="Calibri">http://rbkctmodept.blogspot.co.uk/2014/07/to-nick-paget-brown-robert-black-tmo.html</font></a></div> <div><span style="font-family: ; white-space: normal; word-spacing: 0px; text-transform: none; float: none; color: ; text-align: justify; display: inline !important; letter-spacing: normal; line-height: normal; text-indent: 0px; -webkit-text-stroke-width: 0px"><font style="face: tahoma"><font style="color: #222222"><font style="font-size: 13.6pt">“Complaints department: whenever I have tried to get some understanding and sense of what will happen, the complaints department start that process with a 10 day to reply policy. I can imagine there is a 10 day lag because if I am experiencing these problems, I'm sure I'm not the only one. Until of course the worst case scenario happens: service users believe that the council and the TMO are useless and simply don't care. Once that is firmly established as a principle in the service user, the TMO and RBKC continue to be indolent. Of course I could be wrong?”</font></font></font></span></div> <div style="text-decoration: ; font-family: ; color: ; display: inline"> <div style="font-family: ; line-height: normal"> <div><font style="size: 3" face="Calibri"></font><font face="Tahoma"><font style="font-size: 10pt"> </font></font></div> <div style="background: #f5f5f5"> <div style="font-color: black"><font face="Tahoma"><b><font style="font-size: 10pt">From:</font></b><font style="font-size: 10pt"> </font></font><font style="font-size: 10pt"><a title="TComplaints@kctmo.org.uk" style="href: "mailto:TComplaints@kctmo.org.uk""><font color="#0000ff" face="Tahoma">(T) Complaints</font></a></font><font face="Tahoma"><font style="font-size: 10pt"> </font></font></div> <div><font face="Tahoma"><b><font style="font-size: 10pt">Sent:</font></b><font style="font-size: 10pt"> Monday, July 21, 2014 4:45 PM</font></font></div> <div><font face="Tahoma"><b><font style="font-size: 10pt">To:</font></b><font style="font-size: 10pt"> </font></font><font style="font-size: 10pt"><a title="donoddy@outlook.com" style="href: "mailto:donoddy@outlook.com""><font color="#0000ff" face="Tahoma">'Don Oddy'</font></a></font><font face="Tahoma"><font style="font-size: 10pt"> </font></font></div> <div><font face="Tahoma"><b><font style="font-size: 10pt">Subject:</font></b><font style="font-size: 10pt"> Mr D Oddy-July 18, 2014: update on flat 12 Curran House repairs and renovations</font></font></div></div></div> <div><font face="Calibri"> </font></div></div> <div style="text-decoration: ; font-family: ; color: ; display: inline"> <div class="WordSection1"> <p class="MsoNormal" style="margin: 0cm 0cm 0pt"><span style="font-family: ; color: "><font face="Arial"><font color="#1f497d">Dear Mr Oddy</font></font></span></p> <p class="MsoNormal" style="margin: 0cm 0cm 0pt"><span style="font-family: ; color: "></span> </p> <p class="MsoNormal" style="margin: 0cm 0cm 0pt"><span style="font-family: ; color: "><font face="Arial"><font color="#1f497d">We are looking into issues you raise and will reply within 10 working days.</font></font></span></p> <p class="MsoNormal" style="margin: 0cm 0cm 0pt"><span style="font-family: ; color: "></span> </p> <p class="MsoNormal" style="margin: 0cm 0cm 0pt"><span style="font-family: ; color: "><font face="Arial"><font color="#1f497d">Regards</font></font></span></p> <div> <p class="MsoNormal" style="margin: 0cm 0cm 0pt; mso-margin-top-alt: auto; mso-margin-bottom-alt: auto"><b><span style="font-family: ; color: "><font color="#263860" face="Arial">Dulce De Oliveira Watts <br>Complaints Officer</font></span></b></p></div></div></div></div></div></div> Anonymoushttp://www.blogger.com/profile/11612209078295041624noreply@blogger.comtag:blogger.com,1999:blog-3892939712377419384.post-32639573192621253622014-07-22T11:35:00.001+01:002014-07-22T11:35:46.035+01:00Ten Working Days?<p class="MsoNormal" style="margin: 0cm 0cm 0pt; line-height: normal"><span style="font-family: ; color: "><font face="Arial"><font color="#1f497d">Dear Mr Oddy</font></font></span></p> <p class="MsoNormal" style="margin: 0cm 0cm 0pt; line-height: normal"><span style="font-family: ; color: "><font color="#1f497d" face="Arial"> </font></span></p> <p class="MsoNormal" style="margin: 0cm 0cm 0pt; line-height: normal"><span style="font-family: ; color: "><font face="Arial"><font color="#1f497d">We are looking into issues you raise and will reply within 10 working days.</font></font></span></p> <p class="MsoNormal" style="margin: 0cm 0cm 0pt; line-height: normal"><span style="font-family: ; color: "><font color="#1f497d" face="Arial"> </font></span></p> <p class="MsoNormal" style="margin: 0cm 0cm 0pt; line-height: normal"><span style="font-family: ; color: "><font face="Arial"><font color="#1f497d">Regards</font></font></span></p> <div style="line-height: normal"> <p class="MsoNormal" style="margin: 0cm 0cm 0pt; mso-margin-top-alt: auto; mso-margin-bottom-alt: auto"><b><span style="font-family: ; color: "><font color="#263860" face="Arial">Dulce De Oliveira Watts <br>Complaints Officer</font></span></b><span style="font-family: ; color: "><br></span><span style="font-family: ; color: "><font face="Arial"><br></font></span><font face="Arial"><font color="#1f497d"><span style="font-family: ; color: ">0800 137111<br></span><span style="font-family: ; color: "><a style="href: "../../../../../../Documents%20and%20Settings/abowden/Local%20Settings/Temporary%20Internet%20Files/Content.Outlook/MMFK5TT2/www.kctmo.org.uk""><span style="font-family: ; color: ">www.kctmo.org.uk</span></a></span></font></font><span style="font-family: ; color: "><font color="#1f497d" face="Arial"> <br>292a Kensal Road, London W10 5BE</font></span><span style="font-family: ; color: "><br></span><font color="#2f9d93"><span style="font-family: ; color: "><font face="Webdings"><font style="font-size: 14pt">P</font></font></span><span style="font-family: ; color: "><font face="Arial"><font style="font-size: 11pt"> </font></font></span><span style="font-family: ; color: "><font face="Tahoma"><font style="font-size: 8pt">Before printing, please think about the environment </font></font></span></font><span style="font-family: ; color: "></span></p></div> <p class="MsoNormal" style="margin: 0cm 0cm 0pt; line-height: normal"><span style="font-family: ; color: "><font color="#1f497d" face="Arial"> </font></span></p> Anonymoushttp://www.blogger.com/profile/11612209078295041624noreply@blogger.comtag:blogger.com,1999:blog-3892939712377419384.post-11319672606525434362014-07-18T11:04:00.001+01:002014-07-18T11:04:12.114+01:00DO NOT REPLY<div style="display: inline; font-family: Calibri; font-size: small;">
<div style="font-family: Tahoma; font-size: 10pt;">
<div>
</div>
<div style="background: #f5f5f5;">
<div>
<b>From:</b> <a href="mailto:DoNotReply@kctmo.org.uk" title="DoNotReply@kctmo.org.uk">DoNotReply@kctmo.org.uk</a> </div>
<div>
<b>Sent:</b> Friday, July 18, 2014 10:49 AM</div>
<div>
<b>To:</b> <a href="mailto:donoddy@outlook.com" title="donoddy@outlook.com">donoddy@outlook.com</a> </div>
<div>
<b>Subject:</b> Thank you for contacting the Kensington & Chelsea TMO,
Customer Services team</div>
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<div style="display: inline; font-family: Calibri; font-size: small;">
<span style="font-family: Arial; font-size: x-small;">
<span style="font-family: 'Arial','sans-serif'; font-size: 10pt;">Thank you
for contacting the TMO. <o:p></o:p></span><br />
<b><span style="font-family: 'Arial','sans-serif'; font-size: 10pt;">This is
an automated response and your request cannot be logged or responded to through
this email address.<o:p></o:p></span></b><br />
</span><span style="font-family: Arial; font-size: x-small;"><span style="font-family: 'Arial','sans-serif'; font-size: 10pt; mso-ansi-language: EN-GB; mso-bidi-language: AR-SA; mso-fareast-font-family: Calibri; mso-fareast-language: EN-GB; mso-fareast-theme-font: minor-latin;">All
repairs requests and repairs enquiries need to be logged via our website <a href="http://www.kctmo.org.uk/"><span style="color: purple;">www.kctmo.org.uk</span></a><span style="color: #1f497d;">. <span style="color: black;">Please use our </span><u><a href="http://www.kctmo.org.uk/online-forms-reporting-new-repair.php">New
repairs</a></u> form or <u><a href="http://www.kctmo.org.uk/online-forms-existing-repair.php">Existing
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Alternatively, you can call our Customer Service Centre on 0800 137 111 or our
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Anonymoushttp://www.blogger.com/profile/11612209078295041624noreply@blogger.comtag:blogger.com,1999:blog-3892939712377419384.post-15543949494809574352014-07-18T10:45:00.001+01:002014-07-18T10:45:39.111+01:00To Nick Paget Brown - Robert Black TMO Complaints Dept<p class="MsoNormal" style="margin: 0cm 0cm 0pt; line-height: normal; text-autospace: ; mso-layout-grid-align: none" align="justify"><span style="font-family: "><font size="3" face="Tahoma"></font></span> </p> <p class="MsoNormal" style="margin: 0cm 0cm 0pt; line-height: normal; text-autospace: ; mso-layout-grid-align: none" align="justify"><span style="font-family: "><font size="3" face="Tahoma">July 18, 2014: update on flat 12 Curran House repairs and renovations.</font></span></p> <p class="MsoNormal" style="margin: 0cm 0cm 0pt; line-height: normal; text-autospace: ; mso-layout-grid-align: none" align="justify"><span style="font-family: "><font size="3" face="Tahoma"> </font></span></p> <p class="MsoNormal" style="margin: 0cm 0cm 0pt; line-height: normal; text-autospace: ; mso-layout-grid-align: none" align="justify"><span style="font-family: "><font size="3" face="Tahoma">1. Rewiring</font></span></p> <p class="MsoNormal" style="margin: 0cm 0cm 0pt; line-height: normal; text-autospace: ; mso-layout-grid-align: none" align="justify"><span style="font-family: "><font size="3" face="Tahoma"> </font></span></p> <p class="MsoNormal" style="margin: 0cm 0cm 0pt; line-height: normal; text-autospace: ; mso-layout-grid-align: none" align="justify"><span style="font-family: "><font size="3" face="Tahoma">The flat has now been rewired, the full rewire took 3 1/2 days to complete. The Electrical contractors did the very best they could, however the limits to which they can feed wires through the floors/walls was hampered by the kitchen units being installed over conduits which affected other areas that as well. As a consequence loss of space in cupboards. And conduits were put in when wires could not be pulled through. At first they are unsightly. And just like other people I have to live with it.</font></span></p> <p class="MsoNormal" style="margin: 0cm 0cm 0pt; line-height: normal; text-autospace: ; mso-layout-grid-align: none" align="justify"><span style="font-family: "><font size="3" face="Tahoma"> </font></span></p> <p class="MsoNormal" style="margin: 0cm 0cm 0pt; line-height: normal; text-autospace: ; mso-layout-grid-align: none" align="justify"><span style="font-family: "><font size="3" face="Tahoma">The inspection by the supervisor after the installation was perfunctory and superficial. I don't have a problem with the inspection if that is what it was meant to be. However, as the system was previously assessed by professionals as in need of rewiring, I would have thought part of the inspection would include an assessment and testing of the system which had been installed. So as far as I know, the electrical installation has not been signed off, so it is not certified or certificated in anyway.</font></span></p> <p class="MsoNormal" style="margin: 0cm 0cm 0pt; line-height: normal; text-autospace: ; mso-layout-grid-align: none" align="justify"><span style="font-family: "><font size="3" face="Tahoma"> </font></span></p> <p class="MsoNormal" style="margin: 0cm 0cm 0pt; line-height: normal; text-autospace: ; mso-layout-grid-align: none" align="justify"><span style="font-family: "><font size="3" face="Tahoma">I also understand that the main contractor employs subcontractors to complete the work on an ad hoc basis wherever they can get access. There is no accountability in this process as far as I can see, except of course for the TMO. The contractors were very affable, hard-working and did the job specified. It does not mean that the job has been done correctly and to the standards required by law, because it has not been tested.</font></span></p> <p class="MsoNormal" style="margin: 0cm 0cm 0pt; line-height: normal; text-autospace: ; mso-layout-grid-align: none" align="justify"><span style="font-family: "><font size="3" face="Tahoma"> </font></span></p> <p class="MsoNormal" style="margin: 0cm 0cm 0pt; line-height: normal; text-autospace: ; mso-layout-grid-align: none" align="justify"><span style="font-family: "><font size="3" face="Tahoma">2. Walk-in shower floor and leaks</font></span></p> <p class="MsoNormal" style="margin: 0cm 0cm 0pt; line-height: normal; text-autospace: ; mso-layout-grid-align: none" align="justify"><span style="font-family: "><font size="3" face="Tahoma"> </font></span></p> <p class="MsoNormal" style="margin: 0cm 0cm 0pt; line-height: normal; text-autospace: ; mso-layout-grid-align: none" align="justify"><span style="font-family: "><font size="3" face="Tahoma">Currently Keith Noble is overseeing the issue with the walk-in shower in my flat, which seems to be leaking into flat six below. As this issue has been going on for several years, and that previous surveyors from the TMO, who have valiantly argued that the walk-in shower is perfectly all right for a least a couple of years, it seems to me that the walk-in shower in my flat, not only seems to be an ongoing problem, it has become very expensive.</font></span></p> <p class="MsoNormal" style="margin: 0cm 0cm 0pt; line-height: normal; text-autospace: ; mso-layout-grid-align: none" align="justify"><span style="font-family: "><font size="3" face="Tahoma"> </font></span></p> <p class="MsoNormal" style="margin: 0cm 0cm 0pt; line-height: normal; text-autospace: ; mso-layout-grid-align: none" align="justify"><span style="font-family: "><font size="3" face="Tahoma">For several months in 2013, due to holidays, getting the incorrect resources/replacement parts, unqualified people trying to do a job they are not able to do, last year was particularly difficult for a disabled person like me and the conditions I have. Some of which are caused by stress, distress and anxiety. The complaints I've made and shared with Robert Black, Nick Paget Brown, Tim Rees and everybody else has failed to yield any response. I was interviewed yesterday about the responses that I have received from the council and the TMO, and I suggested that the best word to use was "indolent “and to elaborate the word is described with these synonyms "lazy, idle, slothful, loafing, work-shy, shiftless, apathetic, lackadaisical, inactive, inert, lifeless, sluggish, lethargic, listless, languid, torpid, slow, slow-moving, dull, plodding; slack, lax, remiss, negligent, good-for-nothing; informal bone idle." Of course I could be wrong?</font></span></p> <p class="MsoNormal" style="margin: 0cm 0cm 0pt; line-height: normal; text-autospace: ; mso-layout-grid-align: none" align="justify"><span style="font-family: "><font size="3" face="Tahoma"> </font></span></p> <p class="MsoNormal" style="margin: 0cm 0cm 0pt; line-height: normal; text-autospace: ; mso-layout-grid-align: none" align="justify"><span style="font-family: "><font size="3" face="Tahoma"> </font></span></p> <p class="MsoNormal" style="margin: 0cm 0cm 0pt; line-height: normal; text-autospace: ; mso-layout-grid-align: none" align="justify"><span style="font-family: "><font size="3" face="Tahoma"> </font></span></p> <p class="MsoNormal" style="margin: 0cm 0cm 0pt; line-height: normal; text-autospace: ; mso-layout-grid-align: none" align="justify"><span style="font-family: "><font size="3" face="Tahoma">3. Gas boiler bar pressure: the T Brown engineer who has been coming regularly to up the bar pressure in the gas boiler, suggested that I might try reminding the repairs department about the leak which may be in the system. And that the solution to the problem is a solution which can be put in the system to repair pinhole leaks. I don't know why this issue is ongoing because a very affable man from T Brown said he would get the job done. Unfortunately, whatever the solution may be, available on Amazon prime with next day delivery, is eluding the company presently.</font></span></p> <p class="MsoNormal" style="margin: 0cm 0cm 0pt; line-height: normal; text-autospace: ; mso-layout-grid-align: none" align="justify"><span style="font-family: "><font size="3" face="Tahoma"> </font></span></p> <p class="MsoNormal" style="margin: 0cm 0cm 0pt; line-height: normal; text-autospace: ; mso-layout-grid-align: none" align="justify"><span style="font-family: "><font size="3" face="Tahoma">4. Repair to kitchen window: I'm delighted to report that after several months of waiting for new parts, the kitchen window winder and the kitchen window are now repaired.</font></span></p> <p class="MsoNormal" style="margin: 0cm 0cm 0pt; line-height: normal; text-autospace: ; mso-layout-grid-align: none" align="justify"><span style="font-family: "><font size="3" face="Tahoma"> </font></span></p> <p class="MsoNormal" style="margin: 0cm 0cm 0pt; line-height: normal; text-autospace: ; mso-layout-grid-align: none" align="justify"><span style="font-family: "><font size="3" face="Tahoma">5. Pest control: I'm saddened and yet accepting that as a consequence of the rewiring, the mouse runs are now open again. I am sure the pest control officer will be around in the near future to put down more bait. All the work done to pest proof or mouse proof is to no avail.</font></span></p> <p class="MsoNormal" style="margin: 0cm 0cm 0pt; line-height: normal; text-autospace: ; mso-layout-grid-align: none" align="justify"><span style="font-family: "><font size="3" face="Tahoma"> </font></span></p> <p class="MsoNormal" style="margin: 0cm 0cm 0pt; line-height: normal; text-autospace: ; mso-layout-grid-align: none" align="justify"><span style="font-family: "><font size="3" face="Tahoma">6. Damaged carpet: when taking out and installing the third new walk-in shower floor, the shower floor engineer managed to get some sort of bitumen type substance on my carpets in the hallway outside the walk-in shower. And also managed to get same substance further down the corridor to the kitchen, and also in the WC on the linoleum.</font></span></p> <p class="MsoNormal" style="margin: 0cm 0cm 0pt; line-height: normal; text-autospace: ; mso-layout-grid-align: none" align="justify"><span style="font-family: "><font size="3" face="Tahoma"> </font></span></p> <p class="MsoNormal" style="margin: 0cm 0cm 0pt; line-height: normal; text-autospace: ; mso-layout-grid-align: none" align="justify"><span style="font-family: "><font size="3" face="Tahoma">7. Damaged draining board: although I'm delighted that my window winder in the kitchen now works, the first engineer knelt hard and bent the draining board. Fortunately for me Mr Noble had managed to get somebody in to bash out and then reseal the draining board. Although I advised the window winding engineer that the draining board would not take the weight of a human, after they had gone, having fixed my window winder, unfortunately the draining board was damaged yet again, and it does not drain properly and the drawer beneath will not open correctly.</font></span></p> <p class="MsoNormal" style="margin: 0cm 0cm 0pt; line-height: normal; text-autospace: ; mso-layout-grid-align: none" align="justify"><span style="font-family: "><font size="3" face="Tahoma"> </font></span></p> <p class="MsoNormal" style="margin: 0cm 0cm 0pt; line-height: normal; text-autospace: ; mso-layout-grid-align: none" align="justify"><span style="font-family: "><font size="3" face="Tahoma">Conclusions:</font></span></p> <p class="MsoNormal" style="margin: 0cm 0cm 0pt; line-height: normal; text-autospace: ; mso-layout-grid-align: none" align="justify"><span style="font-family: "><font size="3" face="Tahoma"> </font></span></p> <p class="MsoNormal" style="margin: 0cm 0cm 0pt; line-height: normal; text-autospace: ; mso-layout-grid-align: none" align="justify"><span style="font-family: "><font size="3" face="Tahoma">Damage to property which is owned by the TMO RBKC seems to be ongoing.</font></span></p> <p class="MsoNormal" style="margin: 0cm 0cm 0pt; line-height: normal; text-autospace: ; mso-layout-grid-align: none" align="justify"><span style="font-family: "><font size="3" face="Tahoma"> </font></span></p> <p class="MsoNormal" style="margin: 0cm 0cm 0pt; line-height: normal; text-autospace: ; mso-layout-grid-align: none" align="justify"><span style="font-family: "><font size="3" face="Tahoma">Damage to my carpet</font></span></p> <p class="MsoNormal" style="margin: 0cm 0cm 0pt; line-height: normal; text-autospace: ; mso-layout-grid-align: none" align="justify"><span style="font-family: "><font size="3" face="Tahoma"> </font></span></p> <p class="MsoNormal" style="margin: 0cm 0cm 0pt; line-height: normal; text-autospace: ; mso-layout-grid-align: none" align="justify"><span style="font-family: "><font size="3" face="Tahoma">Time served by me waiting for repairs, which now is in the months, and years, it seems to me that indolent is a good description of how the TMO RBKC operate. I like all the people who come here, they are affable and try to do what they can with what they have. Unfortunately all the reasons for the current problems are managerial, operations systems and procedures which do not work in the way intended.</font></span></p> <p class="MsoNormal" style="margin: 0cm 0cm 0pt; line-height: normal; text-autospace: ; mso-layout-grid-align: none" align="justify"><span style="font-family: "><font size="3" face="Tahoma"> </font></span></p> <p class="MsoNormal" style="margin: 0cm 0cm 0pt; line-height: normal; text-autospace: ; mso-layout-grid-align: none" align="justify"><span style="font-family: "><font size="3" face="Tahoma">What to do? My job is to report and share what is going on. It is not my job to have to bring matters to your attention which ought to be routine and regularly resolved.</font></span></p> <p class="MsoNormal" style="margin: 0cm 0cm 0pt; line-height: normal; text-autospace: ; mso-layout-grid-align: none" align="justify"><span style="font-family: "><font size="3" face="Tahoma"> </font></span></p> <p class="MsoNormal" style="margin: 0cm 0cm 0pt; line-height: normal; text-autospace: ; mso-layout-grid-align: none" align="justify"><span style="font-family: "><font size="3" face="Tahoma">In a commercial world, the conduct of the council and TMO would not be acceptable.</font></span></p> <p class="MsoNormal" style="margin: 0cm 0cm 0pt; line-height: normal; text-autospace: ; mso-layout-grid-align: none" align="justify"><span style="font-family: "><font size="3" face="Tahoma"> </font></span></p> <p class="MsoNormal" style="margin: 0cm 0cm 0pt; line-height: normal; text-autospace: ; mso-layout-grid-align: none" align="justify"><span style="font-family: "><font size="3" face="Tahoma">We can love people, like people and even get to know people when they come and do what they can with the tools that they are given. And this is an expression I use quite a lot: "I can like and love people, at the same time I can hate their behaviour."</font></span></p> <p class="MsoNormal" style="margin: 0cm 0cm 0pt; line-height: normal; text-autospace: ; mso-layout-grid-align: none" align="justify"><span style="font-family: "><font size="3" face="Tahoma"> </font></span></p> <p class="MsoNormal" style="margin: 0cm 0cm 0pt; line-height: normal; text-autospace: ; mso-layout-grid-align: none" align="justify"><span style="font-family: "><font size="3" face="Tahoma">Complaints department: whenever I have tried to get some understanding and sense of what will happen, the complaints department start that process with a 10 day to reply policy. I can imagine there is a 10 day lag because if I am experiencing these problems, I'm sure I'm not the only one. Until of course the worst case scenario happens: service users believe that the council and the TMO are useless and simply don't care. Once that is firmly established as a principal in the service user, the TMO and RBKC continue to be indolent. Of course I could be wrong?</font></span></p> <p class="MsoNormal" style="margin: 0cm 0cm 0pt; line-height: normal; text-autospace: ; mso-layout-grid-align: none" align="justify"><span style="font-family: "><font size="3" face="Tahoma"> </font></span></p> <p class="MsoNormal" style="margin: 0cm 0cm 0pt; line-height: normal; text-autospace: ; mso-layout-grid-align: none" align="justify"><span style="font-family: "><font size="3" face="Tahoma">I am truly disappointed and feel very let down by the ongoing repairs never seemingly ending. And that renovations are simply not followed up in the way any commercial organisation would need to as a matter of compliance. And the health and safety issues…?</font></span></p> <p class="MsoNormal" style="margin: 0cm 0cm 0pt; line-height: normal; text-autospace: ; mso-layout-grid-align: none" align="justify"><span style="font-family: "><font size="3" face="Tahoma"> </font></span></p> <p class="MsoNormal" style="margin: 0cm 0cm 0pt; line-height: normal; text-autospace: ; mso-layout-grid-align: none" align="justify"><span style="font-family: "><font size="3" face="Tahoma"> </font></span></p> <p class="MsoNormal" style="margin: 0cm 0cm 10pt; line-height: 13pt" align="justify"><span style="font-family: ; line-height: 14pt"><font size="3" face="Tahoma">I'm not sure how accountabilities and responsibilities work within the TMO and the RBKC. At the same time I do feel I ought to check with your ombudsman. In order for me to do this I do need to know who I ought to identify as responsible and set a process in motion which is acceptable under your systems and procedures which are very vague http://www.lgo.org.uk/</font></span></p> Anonymoushttp://www.blogger.com/profile/11612209078295041624noreply@blogger.comtag:blogger.com,1999:blog-3892939712377419384.post-21269924417247703982014-07-09T10:12:00.002+01:002014-07-09T10:38:44.636+01:00Reporting A New Repair Old Repairs Not Working<div>
Leaking Into Flat 6</div>
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<b>From:</b> <a href="mailto:donoddy@outlook.com" title="donoddy@outlook.com">Don Oddy</a> </div>
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<b>Sent:</b> Wednesday, July 09, 2014 10:28 AM</div>
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<b>To:</b> <a href="mailto:knoble@kctmo.org.uk" title="knoble@kctmo.org.uk">Keith Noble</a> ; <a href="mailto:rblack@kctmo.org.uk" title="rblack@kctmo.org.uk">Robert Black</a> ; <a href="mailto:Cllr.Coleridge@rbkc.gov.uk" title="Cllr.Coleridge@rbkc.gov.uk">Tim
Coleridge</a> ; <a href="mailto:leader@rbkc.gov.uk" title="leader@rbkc.gov.uk">Leader Paget Brown</a> </div>
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<b>Cc:</b> <a href="mailto:TComplaints@kctmo.org.uk" title="TComplaints@kctmo.org.uk">(T) Complaints</a> ; <a href="mailto:ReportingRepairs@kctmo.org.uk" title="ReportingRepairs@kctmo.org.uk">Reporting Repairs</a> </div>
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<b>Subject:</b> Leaking into Flat 6</div>
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Dear All, we still have a problem and no solution. At the moment the leak
persists, and the damp continues, a strong smell of mould and flat 6 now
experiencing electrical issues which may be related?</div>
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<a href="http://rbkctmodept.blogspot.co.uk/" title="http://rbkctmodept.blogspot.co.uk">http://rbkctmodept.blogspot.co.uk</a></div>
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<br />Anonymoushttp://www.blogger.com/profile/11612209078295041624noreply@blogger.comtag:blogger.com,1999:blog-3892939712377419384.post-1242553053974741742014-06-26T09:01:00.002+01:002014-06-26T09:01:40.447+01:00June 2014 Water Damage To Repaired Ceiling<div class="separator" style="clear: both; text-align: center;">
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<br />Anonymoushttp://www.blogger.com/profile/11612209078295041624noreply@blogger.comtag:blogger.com,1999:blog-3892939712377419384.post-76884888362852014102014-06-20T10:31:00.001+01:002014-06-20T10:31:58.421+01:00The TMO: TMO Repairs Department<p class="MsoNormal" style="vertical-align: baseline; margin: 0cm 0cm 0pt; line-height: normal; text-autospace: ; mso-layout-grid-align: none" align="justify"><span style="font-family: ; vertical-align: baseline; margin: 0px"><font style="vertical-align: baseline; margin: 0px"><font style="vertical-align: baseline; margin: 0px" color="#000000" size="3" face="Tahoma">Reflections June 20, 2014</font></font></span></p> <p class="MsoNormal" style="vertical-align: baseline; margin: 0cm 0cm 0pt; line-height: normal; text-autospace: ; mso-layout-grid-align: none" align="justify"><span style="font-family: ; vertical-align: baseline; margin: 0px"><font style="vertical-align: baseline; margin: 0px" color="#000000" size="3" face="Tahoma"> </font></span></p> <p class="MsoNormal" style="vertical-align: baseline; margin: 0cm 0cm 0pt; line-height: normal; text-autospace: ; mso-layout-grid-align: none" align="justify"><span style="font-family: ; vertical-align: baseline; margin: 0px"><font style="vertical-align: baseline; margin: 0px"><font style="vertical-align: baseline; margin: 0px" color="#000000" size="3" face="Tahoma">Recent experiences with the TMO, the TMO repairs Department and local council.</font></font></span></p> <p class="MsoNormal" style="vertical-align: baseline; margin: 0cm 0cm 0pt; line-height: normal; text-autospace: ; mso-layout-grid-align: none" align="justify"><span style="font-family: ; vertical-align: baseline; margin: 0px"><font style="vertical-align: baseline; margin: 0px" color="#000000" size="3" face="Tahoma"> </font></span></p> <p class="MsoNormal" style="vertical-align: baseline; margin: 0cm 0cm 0pt; line-height: normal; text-autospace: ; mso-layout-grid-align: none" align="justify"><span style="font-family: ; vertical-align: baseline; margin: 0px"><font style="vertical-align: baseline; margin: 0px"><font style="vertical-align: baseline; margin: 0px" color="#000000" size="3" face="Tahoma">Background: I am a tenant in the Royal Borough of Kensington and Chelsea. I have lived in the area for nearly 30 years. My life has its ups and downs, sometimes good, sometimes very desperate. I am disabled, I have type I diabetes and a lot of other associated ailments. I was homeless for a number of years. I was very fortunate to be helped back to health, and helped tremendously by staff within the Royal Borough Council offices. When things are okay, we never really hear much about what goes on in the Council, or the TMO. When we have recurring issues, life can get complicated, and the level of support and help can diminish, the more complicated, the more recurring issues are. I do not blame those who work on the front line, those on the front line of services work in a way determined by councillors and their managers. Managers within the TMO Department are responsible. And yet there is no accountability, and there seems to be a lack of understanding about responsibilities and accountability.</font></font></span></p> <p class="MsoNormal" style="vertical-align: baseline; margin: 0cm 0cm 0pt; line-height: normal; text-autospace: ; mso-layout-grid-align: none" align="justify"><span style="font-family: ; vertical-align: baseline; margin: 0px"><font style="vertical-align: baseline; margin: 0px" color="#000000" size="3" face="Tahoma"> </font></span></p> <p class="MsoNormal" style="vertical-align: baseline; margin: 0cm 0cm 0pt; line-height: normal; text-autospace: ; mso-layout-grid-align: none" align="justify"><span style="font-family: ; vertical-align: baseline; margin: 0px"><font style="vertical-align: baseline; margin: 0px"><font style="vertical-align: baseline; margin: 0px" color="#000000" size="3" face="Tahoma">My observations today are simply the thoughts occurring over the last few hours. They are thoughts and not facts, although there are many factual and substantive reasons for my conclusions. Of course I could be wrong. And I hope I am.</font></font></span></p> <p class="MsoNormal" style="vertical-align: baseline; margin: 0cm 0cm 0pt; line-height: normal; text-autospace: ; mso-layout-grid-align: none" align="justify"><span style="font-family: ; vertical-align: baseline; margin: 0px"><font style="vertical-align: baseline; margin: 0px" color="#000000" size="3" face="Tahoma"> </font></span></p> <p class="MsoNormal" style="vertical-align: baseline; margin: 0cm 0cm 0pt; line-height: normal; text-autospace: ; mso-layout-grid-align: none" align="justify"><span style="font-family: ; vertical-align: baseline; margin: 0px"><font style="vertical-align: baseline; margin: 0px"><font style="vertical-align: baseline; margin: 0px" color="#000000" size="3" face="Tahoma">Walk-in shower room: walk-in shower room has been a reported repair since 2009/10. The vinyl floor never laid correctly, second vinyl floor installed, and now a third vinyl floor to be installed. Wet room continues to leak into flat number six below. The tanking of the floor and walls cannot have been done properly, or there would be no leaks. Installation of disabled chair will have compromised the tanking at the back of the shower. The first wet room pump to drain water never worked correctly, and the second pump installation took several months to complete.</font></font></span></p> <p class="MsoNormal" style="vertical-align: baseline; margin: 0cm 0cm 0pt; line-height: normal; text-autospace: ; mso-layout-grid-align: none" align="justify"><span style="font-family: ; vertical-align: baseline; margin: 0px"><font style="vertical-align: baseline; margin: 0px" color="#000000" size="3" face="Tahoma"> </font></span></p> <div id="scid:5737277B-5D6D-4f48-ABFC-DD9C333F4C5D:05cd7b9f-3ed4-4508-8ce7-7cbc4c60513e" style="width: 448px; vertical-align: baseline; float: none; padding-bottom: 0px; padding-top: 0px; padding-left: 0px; margin: 0px auto; display: block; line-height: 24px; padding-right: 0px"><font face="Tahoma"><font size="3"><embed type="application/x-shockwave-flash" height="336" width="448" src="http://www.youtube.com/v/ptsJsm_aZ38?hd=1" wmode="transparent"></embed><font color="#333333"> </font></font></font> <div class="wlEditField" style="width: 448px; vertical-align: baseline; clear: both; margin: 0px" isdefaulttext="true" maxcharactersaccepted="245" defaulttext="Enter video caption here" wlpropertypath="Video.caption"><font color="#333333"><font size="3" face="Tahoma">Enter video caption here</font></font></div></div> <p class="MsoNormal" style="vertical-align: baseline; margin: 0cm 0cm 0pt; line-height: normal; text-autospace: ; mso-layout-grid-align: none" align="justify"><span style="font-family: ; vertical-align: baseline; margin: 0px"><font style="vertical-align: baseline; margin: 0px" color="#000000" size="3" face="Tahoma"> </font></span></p> <p class="MsoNormal" style="vertical-align: baseline; margin: 0cm 0cm 0pt; line-height: normal; text-autospace: ; mso-layout-grid-align: none" align="justify"><span style="font-family: ; vertical-align: baseline; margin: 0px"><font style="vertical-align: baseline; margin: 0px" color="#000000" size="3" face="Tahoma"> </font></span></p> <p class="MsoNormal" style="vertical-align: baseline; margin: 0cm 0cm 0pt; line-height: normal; text-autospace: ; mso-layout-grid-align: none" align="justify"><span style="font-family: ; vertical-align: baseline; margin: 0px"><font style="vertical-align: baseline; margin: 0px"><font style="vertical-align: baseline; margin: 0px" color="#000000" size="3" face="Tahoma">Recent kitchen window repair: engineer came to repair window from the window company, he could not repair it without the right parts. The engineer damaged the draining board, and the window company has not been in touch since.</font></font></span></p> <p class="MsoNormal" style="vertical-align: baseline; margin: 0cm 0cm 0pt; line-height: normal; text-autospace: ; mso-layout-grid-align: none" align="justify"><span style="font-family: ; vertical-align: baseline; margin: 0px"><font style="vertical-align: baseline; margin: 0px" color="#000000" size="3" face="Tahoma"> </font></span></p> <p class="MsoNormal" style="vertical-align: baseline; margin: 0cm 0cm 0pt; line-height: normal; text-autospace: ; mso-layout-grid-align: none" align="justify"><span style="font-family: ; vertical-align: baseline; margin: 0px"><font style="vertical-align: baseline; margin: 0px"><font style="vertical-align: baseline; margin: 0px" color="#000000" size="3" face="Tahoma">Gas boiler bar pressure reduces every 3 to 4 weeks. The repair engineer and supervisor have suggested a liquid treatment to the radiators, to plug a pinhole leak somewhere in the system. The supervisor called to say they had none of the particular liquid to treat radiators in stock and will get back to the job when they can. The radiator liquid treatment appears available from any good stockist, either online or on the high Street. I'm not sure what is holding this repair up presently, at the same time the bar pressure is going down significantly.</font></font></span></p> <p class="MsoNormal" style="vertical-align: baseline; margin: 0cm 0cm 0pt; line-height: normal; text-autospace: ; mso-layout-grid-align: none" align="justify"><span style="font-family: ; vertical-align: baseline; margin: 0px"><font style="vertical-align: baseline; margin: 0px" color="#000000" size="3" face="Tahoma"> </font></span></p> <p class="MsoNormal" style="vertical-align: baseline; margin: 0cm 0cm 0pt; line-height: normal; text-autospace: ; mso-layout-grid-align: none" align="justify"><span style="font-family: ; vertical-align: baseline; margin: 0px"><font style="vertical-align: baseline; margin: 0px"><font style="vertical-align: baseline; margin: 0px" color="#000000" size="3" face="Tahoma">Recent mouse proofing activities by various workmen has been rendered useless by the rewiring of the flat, not sure what to do about that? Await more rodents? And then report it?</font></font></span></p> <p class="MsoNormal" style="vertical-align: baseline; margin: 0cm 0cm 0pt; line-height: normal; text-autospace: ; mso-layout-grid-align: none" align="justify"><span style="font-family: ; vertical-align: baseline; margin: 0px"><font style="vertical-align: baseline; margin: 0px" color="#000000" size="3" face="Tahoma"> </font></span></p> <p class="MsoNormal" style="vertical-align: baseline; margin: 0cm 0cm 0pt; line-height: normal; text-autospace: ; mso-layout-grid-align: none" align="justify"><span style="font-family: ; vertical-align: baseline; margin: 0px"><font style="vertical-align: baseline; margin: 0px"><font style="vertical-align: baseline; margin: 0px" color="#000000" size="3" face="Tahoma">Some of these repairs have been on-going for some years. And some of the work scheduled by the TMO has been undone by further scheduled works.</font></font></span></p> <p class="MsoNormal" style="vertical-align: baseline; margin: 0cm 0cm 0pt; line-height: normal; text-autospace: ; mso-layout-grid-align: none" align="justify"><span style="font-family: ; vertical-align: baseline; margin: 0px"><font style="vertical-align: baseline; margin: 0px" color="#000000" size="3" face="Tahoma"> </font></span></p> <p class="MsoNormal" style="vertical-align: baseline; margin: 0cm 0cm 0pt; line-height: normal; text-autospace: ; mso-layout-grid-align: none" align="justify"><span style="font-family: ; vertical-align: baseline; margin: 0px"><font style="vertical-align: baseline; margin: 0px"><font style="vertical-align: baseline; margin: 0px" color="#000000" size="3" face="Tahoma">The rewiring of the flat has been carried out under the terms and conditions required by the landlord. The rewiring is almost complete and I anticipate there are some next steps in this process.</font></font></span></p> <p class="MsoNormal" style="vertical-align: baseline; margin: 0cm 0cm 0pt; line-height: normal; text-autospace: ; mso-layout-grid-align: none" align="justify"><span style="font-family: ; vertical-align: baseline; margin: 0px"><font style="vertical-align: baseline; margin: 0px" color="#000000" size="3" face="Tahoma"> </font></span></p> <p class="MsoNormal" style="vertical-align: baseline; margin: 0cm 0cm 0pt; line-height: normal; text-autospace: ; mso-layout-grid-align: none" align="justify"><span style="font-family: ; vertical-align: baseline; margin: 0px"><font style="vertical-align: baseline; margin: 0px"><font style="vertical-align: baseline; margin: 0px" color="#000000" size="3" face="Tahoma">I am at a loss to understand how the TMO repairs Department, and the TMO resolve project management issues which have obviously caused enormous extra expenses not only to my household in terms of time and energy, in terms of time and money, which is paid by the KC Council.</font></font></span></p> <p class="MsoNormal" style="vertical-align: baseline; margin: 0cm 0cm 0pt; line-height: normal; text-autospace: ; mso-layout-grid-align: none" align="justify"><span style="font-family: ; vertical-align: baseline; margin: 0px"><font style="vertical-align: baseline; margin: 0px" color="#000000" size="3" face="Tahoma"> </font></span></p> <p class="MsoNormal" style="vertical-align: baseline; margin: 0cm 0cm 0pt; line-height: normal; text-autospace: ; mso-layout-grid-align: none" align="justify"><span style="font-family: ; vertical-align: baseline; margin: 0px"><font style="vertical-align: baseline; margin: 0px"><font style="vertical-align: baseline; margin: 0px" color="#000000" size="3" face="Tahoma">The managerial competencies highlighted , which may be issues currently being experienced in a dysfunctional organisation:</font></font></span></p> <p class="MsoNormal" style="vertical-align: baseline; margin: 0cm 0cm 0pt; line-height: normal; text-autospace: ; mso-layout-grid-align: none" align="justify"><span style="font-family: ; vertical-align: baseline; margin: 0px"><font style="vertical-align: baseline; margin: 0px" color="#000000" size="3" face="Tahoma"> </font></span></p> <p class="MsoNormal" style="vertical-align: baseline; margin: 0cm 0cm 0pt; line-height: normal; text-autospace: ; mso-layout-grid-align: none" align="justify"><span style="font-family: ; vertical-align: baseline; margin: 0px"><font style="vertical-align: baseline; margin: 0px"><font style="vertical-align: baseline; margin: 0px" color="#000000" size="3" face="Tahoma">Systems and procedures breaking down</font></font></span></p> <p class="MsoNormal" style="vertical-align: baseline; margin: 0cm 0cm 0pt; line-height: normal; text-autospace: ; mso-layout-grid-align: none" align="justify"><span style="font-family: ; vertical-align: baseline; margin: 0px"><font style="vertical-align: baseline; margin: 0px" color="#000000" size="3" face="Tahoma"> </font></span></p> <p class="MsoNormal" style="vertical-align: baseline; margin: 0cm 0cm 0pt; line-height: normal; text-autospace: ; mso-layout-grid-align: none" align="justify"><span style="font-family: ; vertical-align: baseline; margin: 0px"><font style="vertical-align: baseline; margin: 0px"><font style="vertical-align: baseline; margin: 0px" color="#000000" size="3" face="Tahoma">Budgetary controls and expense management</font></font></span></p> <p class="MsoNormal" style="vertical-align: baseline; margin: 0cm 0cm 0pt; line-height: normal; text-autospace: ; mso-layout-grid-align: none" align="justify"><span style="font-family: ; vertical-align: baseline; margin: 0px"><font style="vertical-align: baseline; margin: 0px" color="#000000" size="3" face="Tahoma"> </font></span></p> <p class="MsoNormal" style="vertical-align: baseline; margin: 0cm 0cm 0pt; line-height: normal; text-autospace: ; mso-layout-grid-align: none" align="justify"><span style="font-family: ; vertical-align: baseline; margin: 0px"><font style="vertical-align: baseline; margin: 0px"><font style="vertical-align: baseline; margin: 0px" color="#000000" size="3" face="Tahoma">Deployment of resources, human and material</font></font></span></p> <p class="MsoNormal" style="vertical-align: baseline; margin: 0cm 0cm 0pt; line-height: normal; text-autospace: ; mso-layout-grid-align: none" align="justify"><span style="font-family: ; vertical-align: baseline; margin: 0px"><font style="vertical-align: baseline; margin: 0px" color="#000000" size="3" face="Tahoma"> </font></span></p> <p class="MsoNormal" style="vertical-align: baseline; margin: 0cm 0cm 0pt; line-height: normal; text-autospace: ; mso-layout-grid-align: none" align="justify"><span style="font-family: ; vertical-align: baseline; margin: 0px"><font style="vertical-align: baseline; margin: 0px"><font style="vertical-align: baseline; margin: 0px" color="#000000" size="3" face="Tahoma">Project mismanagement</font></font></span></p> <p class="MsoNormal" style="vertical-align: baseline; margin: 0cm 0cm 0pt; line-height: normal; text-autospace: ; mso-layout-grid-align: none" align="justify"><span style="font-family: ; vertical-align: baseline; margin: 0px"><font style="vertical-align: baseline; margin: 0px" color="#000000" size="3" face="Tahoma"> </font></span></p> <p class="MsoNormal" style="vertical-align: baseline; margin: 0cm 0cm 0pt; line-height: normal; text-autospace: ; mso-layout-grid-align: none" align="justify"><span style="font-family: ; vertical-align: baseline; margin: 0px"><font style="vertical-align: baseline; margin: 0px"><font style="vertical-align: baseline; margin: 0px" color="#000000" size="3" face="Tahoma">Not listening to the service user, your "raison d'être"</font></font></span></p> <p class="MsoNormal" style="vertical-align: baseline; margin: 0cm 0cm 0pt; line-height: normal; text-autospace: ; mso-layout-grid-align: none" align="justify"><span style="font-family: ; vertical-align: baseline; margin: 0px"><font style="vertical-align: baseline; margin: 0px" color="#000000" size="3" face="Tahoma"> </font></span></p> <p class="MsoNormal" style="vertical-align: baseline; margin: 0cm 0cm 0pt; line-height: normal; text-autospace: ; mso-layout-grid-align: none" align="justify"><span style="font-family: ; vertical-align: baseline; margin: 0px"><font style="vertical-align: baseline; margin: 0px"><font style="vertical-align: baseline; margin: 0px" color="#000000" size="3" face="Tahoma">Inability to communicate</font></font></span></p> <p class="MsoNormal" style="vertical-align: baseline; margin: 0cm 0cm 0pt; line-height: normal; text-autospace: ; mso-layout-grid-align: none" align="justify"><span style="font-family: ; vertical-align: baseline; margin: 0px"><font style="vertical-align: baseline; margin: 0px" color="#000000" size="3" face="Tahoma"> </font></span></p> <p class="MsoNormal" style="vertical-align: baseline; margin: 0cm 0cm 0pt; line-height: normal; text-autospace: ; mso-layout-grid-align: none" align="justify"><span style="font-family: ; vertical-align: baseline; margin: 0px"><font style="vertical-align: baseline; margin: 0px"><font style="vertical-align: baseline; margin: 0px" color="#000000" size="3" face="Tahoma">Inability to listen or read communications</font></font></span></p> <p class="MsoNormal" style="vertical-align: baseline; margin: 0cm 0cm 0pt; line-height: normal; text-autospace: ; mso-layout-grid-align: none" align="justify"><span style="font-family: ; vertical-align: baseline; margin: 0px"><font style="vertical-align: baseline; margin: 0px" color="#000000" size="3" face="Tahoma"> </font></span></p> <p class="MsoNormal" style="vertical-align: baseline; margin: 0cm 0cm 0pt; line-height: normal; text-autospace: ; mso-layout-grid-align: none" align="justify"><span style="font-family: ; vertical-align: baseline; margin: 0px"><font style="vertical-align: baseline; margin: 0px"><font style="vertical-align: baseline; margin: 0px" color="#000000" size="3" face="Tahoma">Inability to monitor and supervise contractors</font></font></span></p> <p class="MsoNormal" style="vertical-align: baseline; margin: 0cm 0cm 0pt; line-height: normal; text-autospace: ; mso-layout-grid-align: none" align="justify"><span style="font-family: ; vertical-align: baseline; margin: 0px"><font style="vertical-align: baseline; margin: 0px" color="#000000" size="3" face="Tahoma"> </font></span></p> <p class="MsoNormal" style="vertical-align: baseline; margin: 0cm 0cm 0pt; line-height: normal; text-autospace: ; mso-layout-grid-align: none" align="justify"><span style="font-family: ; vertical-align: baseline; margin: 0px"><font style="vertical-align: baseline; margin: 0px"><font style="vertical-align: baseline; margin: 0px" color="#000000" size="3" face="Tahoma">Misuse of funds. Initiating unnecessary works</font></font></span></p> <p class="MsoNormal" style="vertical-align: baseline; margin: 0cm 0cm 0pt; line-height: normal; text-autospace: ; mso-layout-grid-align: none" align="justify"><span style="font-family: ; vertical-align: baseline; margin: 0px"><font style="vertical-align: baseline; margin: 0px" color="#000000" size="3" face="Tahoma"> </font></span></p> <p class="MsoNormal" style="vertical-align: baseline; margin: 0cm 0cm 0pt; line-height: normal; text-autospace: ; mso-layout-grid-align: none" align="justify"><span style="font-family: ; vertical-align: baseline; margin: 0px"><font style="vertical-align: baseline; margin: 0px"><font style="vertical-align: baseline; margin: 0px" color="#000000" size="3" face="Tahoma">Not following through on legal requirements</font></font></span></p> <p class="MsoNormal" style="vertical-align: baseline; margin: 0cm 0cm 0pt; line-height: normal; text-autospace: ; mso-layout-grid-align: none" align="justify"><span style="font-family: ; vertical-align: baseline; margin: 0px"><font style="vertical-align: baseline; margin: 0px" color="#000000" size="3" face="Tahoma"> </font></span></p> <p class="MsoNormal" style="vertical-align: baseline; margin: 0cm 0cm 0pt; line-height: normal; text-autospace: ; mso-layout-grid-align: none" align="justify"><span style="font-family: ; vertical-align: baseline; margin: 0px"><font style="vertical-align: baseline; margin: 0px"><font style="vertical-align: baseline; margin: 0px" color="#000000" size="3" face="Tahoma">Ignoring health and safety issues</font></font></span></p> <p class="MsoNormal" style="vertical-align: baseline; margin: 0cm 0cm 0pt; line-height: normal; text-autospace: ; mso-layout-grid-align: none" align="justify"><span style="font-family: ; vertical-align: baseline; margin: 0px"><font style="vertical-align: baseline; margin: 0px" color="#000000" size="3" face="Tahoma"> </font></span></p> <p class="MsoNormal" style="vertical-align: baseline; margin: 0cm 0cm 0pt; line-height: normal; text-autospace: ; mso-layout-grid-align: none" align="justify"><span style="font-family: ; vertical-align: baseline; margin: 0px"><font style="vertical-align: baseline; margin: 0px"><font style="vertical-align: baseline; margin: 0px" color="#000000" size="3" face="Tahoma">Ignorance and contempt for service users</font></font></span></p> <p class="MsoNormal" style="vertical-align: baseline; margin: 0cm 0cm 0pt; line-height: normal; text-autospace: ; mso-layout-grid-align: none" align="justify"><span style="font-family: ; vertical-align: baseline; margin: 0px"><font style="vertical-align: baseline; margin: 0px" color="#000000" size="3" face="Tahoma"> </font></span></p> <p class="MsoNormal" style="vertical-align: baseline; margin: 0cm 0cm 0pt; line-height: normal; text-autospace: ; mso-layout-grid-align: none" align="justify"><span style="font-family: ; vertical-align: baseline; margin: 0px"><font style="vertical-align: baseline; margin: 0px"><font style="vertical-align: baseline; margin: 0px" color="#000000" size="3" face="Tahoma">Misuse of information systems and technology</font></font></span></p> <p class="MsoNormal" style="vertical-align: baseline; margin: 0cm 0cm 0pt; line-height: normal; text-autospace: ; mso-layout-grid-align: none" align="justify"><span style="font-family: ; vertical-align: baseline; margin: 0px"><font style="vertical-align: baseline; margin: 0px" color="#000000" size="3" face="Tahoma"> </font></span></p> <p class="MsoNormal" style="vertical-align: baseline; margin: 0cm 0cm 0pt; line-height: normal; text-autospace: ; mso-layout-grid-align: none" align="justify"><span style="font-family: ; vertical-align: baseline; margin: 0px"><font style="vertical-align: baseline; margin: 0px"><font style="vertical-align: baseline; margin: 0px" color="#000000" size="3" face="Tahoma">Utilising hierarchical bureaucracy to plead ignorance</font></font></span></p> <p class="MsoNormal" style="vertical-align: baseline; margin: 0cm 0cm 0pt; line-height: normal; text-autospace: ; mso-layout-grid-align: none" align="justify"><span style="font-family: ; vertical-align: baseline; margin: 0px"><font style="vertical-align: baseline; margin: 0px" color="#000000" size="3" face="Tahoma"> </font></span></p> <p class="MsoNormal" style="vertical-align: baseline; margin: 0cm 0cm 0pt; line-height: normal; text-autospace: ; mso-layout-grid-align: none" align="justify"><span style="font-family: ; vertical-align: baseline; margin: 0px"><font style="vertical-align: baseline; margin: 0px"><font style="vertical-align: baseline; margin: 0px" color="#000000" size="3" face="Tahoma">Mismanaging middle management resources, causing conflict between command and control versus empowerment</font></font></span></p> <p class="MsoNormal" style="vertical-align: baseline; margin: 0cm 0cm 0pt; line-height: normal; text-autospace: ; mso-layout-grid-align: none" align="justify"><span style="font-family: ; vertical-align: baseline; margin: 0px"><font style="vertical-align: baseline; margin: 0px" color="#000000" size="3" face="Tahoma"> </font></span></p> <p class="MsoNormal" style="vertical-align: baseline; margin: 0cm 0cm 0pt; line-height: normal; text-autospace: ; mso-layout-grid-align: none" align="justify"><span style="font-family: ; vertical-align: baseline; margin: 0px"><font style="vertical-align: baseline; margin: 0px"><font style="vertical-align: baseline; margin: 0px" color="#000000" size="3" face="Tahoma">Disempowering workers and supervisors, and continuous blame culture</font></font></span></p> <p class="MsoNormal" style="vertical-align: baseline; margin: 0cm 0cm 0pt; line-height: normal; text-autospace: ; mso-layout-grid-align: none" align="justify"><span style="font-family: ; vertical-align: baseline; margin: 0px"><font style="vertical-align: baseline; margin: 0px" color="#000000" size="3" face="Tahoma"> </font></span></p> <p class="MsoNormal" style="vertical-align: baseline; margin: 0cm 0cm 0pt; line-height: normal; text-autospace: ; mso-layout-grid-align: none" align="justify"><span style="font-family: ; vertical-align: baseline; margin: 0px"><font style="vertical-align: baseline; margin: 0px"><font style="vertical-align: baseline; margin: 0px" color="#000000" size="3" face="Tahoma">Contracting and subcontracting with no proper controls and certainly not communications, which can lead to yet more health and safety issues</font></font></span></p> <p class="MsoNormal" style="vertical-align: baseline; margin: 0cm 0cm 0pt; line-height: normal; text-autospace: ; mso-layout-grid-align: none" align="justify"><span style="font-family: ; vertical-align: baseline; margin: 0px"><font style="vertical-align: baseline; margin: 0px" color="#000000" size="3" face="Tahoma"> </font></span></p> <p class="MsoNormal" style="vertical-align: baseline; margin: 0cm 0cm 0pt; line-height: normal; text-autospace: ; mso-layout-grid-align: none" align="justify"><span style="font-family: ; vertical-align: baseline; margin: 0px"><font style="vertical-align: baseline; margin: 0px"><font style="vertical-align: baseline; margin: 0px" color="#000000" size="3" face="Tahoma">Disempowered workforce frozen and unable to function under conflicting directives</font></font></span></p> <p class="MsoNormal" style="vertical-align: baseline; margin: 0cm 0cm 10pt; line-height: 13pt" align="justify"><font style="vertical-align: baseline; margin: 0px"><font style="vertical-align: baseline; margin: 0px" color="#000000"><font size="3" face="Tahoma"> </font></font></font></p> <p><font size="3" face="Tahoma"></font></p> Anonymoushttp://www.blogger.com/profile/11612209078295041624noreply@blogger.comtag:blogger.com,1999:blog-3892939712377419384.post-50577932774452125352014-06-19T10:50:00.000+01:002014-06-20T10:50:32.642+01:00To Nick Paget Brown Tim Coleridge ; Robert Black ; Lorna Cunningham<div style="line-height: normal"><font face="Calibri">Dear Mr Paget Brown,</font></div> <div style="line-height: normal"><font face="Calibri"> </font></div> <div style="line-height: normal"><font face="Calibri">Further to my recent emails, regarding health and safety issues, there has been some movement towards resolution.</font></div> <div style="line-height: normal"><font face="Calibri"> </font></div> <div style="line-height: normal"><font face="Calibri">Mr Noble, is coming to see me on June 3 with regard to the rewiring and hopefully there will be some explanation of how the rewiring will proceed taking account of other matters.</font></div> <div style="line-height: normal"><font face="Calibri"> </font></div> <div style="line-height: normal"><font face="Calibri">Regarding the other matters, the health and safety issue of my flat leaking from the wet room area into my neighbour below, flat number six, Curran house. A plumber came from the TMO on May 24, last Friday afternoon to take a look and find out what the problem could be. Unfortunately, he came too late on the Friday afternoon before the bank holiday to be able to complete the work. In order not to leave the premises in disarray, he suggested that the TMO ought rebook the appointment for a morning. The outcome is that the TMO have rebooked the appointment for June 12, 2014. Just under three weeks from now.</font></div> <div style="line-height: normal"><font face="Calibri"> </font></div> <div style="line-height: normal"><font face="Calibri">Although this continues to be an issue of health and safety, I guess that the TMO Department responsible are aware that the leak into the ceiling of flat number six, continues and compromises the wiring system below.</font></div> <div style="line-height: normal"><font face="Calibri"> </font></div> <div style="line-height: normal"><font face="Calibri">I am making sure you as leader of the RBKC are completely aware of the health and safety issues which continue to be a concern.</font></div> <div style="line-height: normal"><font face="Calibri"> </font></div> <div style="line-height: normal"><font face="Calibri">I would appreciate an acknowledgement from you as leader of the council, that you are aware of the health and safety issues which have been going on for a considerable amount of time and have not been resolved.</font></div> <div style="line-height: normal"><font face="Calibri"> </font></div> <div style="line-height: normal"><font face="Calibri">Yours sincerely,</font></div> <div style="line-height: normal"><font face="Calibri"> </font></div> <div style="line-height: normal"><font face="Calibri"> </font></div> <div style="line-height: normal"><font face="Calibri"> </font></div> <div style="line-height: normal"><font face="Calibri">Donald Oddy,</font></div> <div style="line-height: normal"><font face="Calibri"> </font></div> <div style="line-height: normal"><font face="Calibri">Flat 12, Curran house,</font></div> <div style="line-height: normal"><font face="Calibri">Lucan place,</font></div> <div style="line-height: normal"><font face="Calibri">Chelsea</font></div> <div style="line-height: normal"><font face="Calibri">London</font></div> <div style="line-height: normal"><font face="Calibri">SW3 3PG</font></div> <div style="line-height: normal"><font face="Calibri"> </font></div> <div style="line-height: normal"><font face="Calibri"> </font></div> <div style="line-height: normal"> <div id="scid:66721397-FF69-4ca6-AEC4-17E6B3208830:81acbefe-9939-4073-81c2-7c7cb7e82570" style="float: none; padding-bottom: 0px; padding-top: 0px; padding-left: 0px; margin: 0px; display: inline; padding-right: 0px"> <table style="border-top-style: none; border-collapse: collapse; border-bottom-style: none; outline-width: medium; padding-bottom: 0px; padding-top: 0px; border-right-style: none; outline-style: none; padding-left: 0px; margin: 0px; border-left-style: none; outline-color: invert; padding-right: 0px" cellspacing="0" cellpadding="0" width="580" border="0"> <tbody> <tr> <td style="border-top-style: none; vertical-align: bottom; border-bottom-style: none; outline-width: medium; padding-bottom: 5px; padding-top: 5px; border-right-style: none; outline-style: none; padding-left: 5px; margin: 0px; border-left-style: none; outline-color: invert; padding-right: 0px" width="229" colspan="2"><a style="border-top-style: none; border-bottom-style: none; outline-width: medium; padding-bottom: 0px; padding-top: 0px; border-right-style: none; outline-style: none; padding-left: 0px; margin: 0px; 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outline-style: none; padding-left: 0px; margin: 0px; border-left-style: none; outline-color: invert; padding-right: 5px" width="331" colspan="3"> <div style="margin-left: 10px; top: -3%"> <div style="overflow: visible; width: 331px"><a style="text-decoration: " href="https://skydrive.live.com/redir.aspx?cid=bee60039725de819&page=browse&resid=BEE60039725DE819!82783&parId=BEE60039725DE819!2748&type=5&authkey=!AJ6Ur8Kn7fWQjVA&Bsrc=Photomail&Bpub=SDX.Photos" target="_blank"><span style="font-family: ; width: 331px; color: ; padding-bottom: 0px; padding-top: 0px; padding-left: 0px; line-height: 32.76pt; padding-right: 0px" defaulttext="Enter album name here" textcolor="#006e12" defaulttextcolor="#808080"><font face="Segoe UI"><font style="font-size: 26pt" color="#006e12"><font style="text-decoration: none">Flat 6 Curran House</font></font></font></span></a></div> <div style="padding-bottom: 0px; padding-top: 10px; padding-left: 0px; margin: 0px; padding-right: 0px"> <table style="border-top-style: none; width: auto; border-collapse: collapse; border-bottom-style: none; outline-width: medium; padding-bottom: 0px; padding-top: 0px; border-right-style: none; outline-style: none; padding-left: 0px; margin: 0px; border-left-style: none; outline-color: invert; padding-right: 0px" cellspacing="0" cellpadding="0" border="0"> <tbody> <tr> <td style="border-top-style: none; vertical-align: top; border-bottom-style: none; outline-width: medium; padding-bottom: 6px; padding-top: 10px; border-right-style: none; outline-style: none; padding-left: 0px; margin: 0px; border-left-style: none; outline-color: invert; padding-right: 15px"><a style="border-top-style: none; text-decoration: ; font-family: ; border-bottom-style: none; color: ; outline-width: medium; padding-bottom: 0px; padding-top: 0px; border-right-style: none; outline-style: none; padding-left: 0px; margin: 0px; border-left-style: none; outline-color: invert; padding-right: 0px" href="https://skydrive.live.com/redir.aspx?cid=bee60039725de819&page=play&resid=BEE60039725DE819!82783&parId=BEE60039725DE819!2748&type=5&authkey=!AJ6Ur8Kn7fWQjVA&Bsrc=Photomail&Bpub=SDX.Photos" target="_blank" border="0"><font face="Segoe UI"><font style="font-size: 8pt"><font style="text-decoration: none">VIEW SLIDE SHOW</font></font></font></a></td> <td style="border-top-style: none; vertical-align: top; border-bottom-style: none; outline-width: medium; padding-bottom: 6px; padding-top: 10px; border-right-style: none; outline-style: none; padding-left: 0px; margin: 0px; border-left-style: none; outline-color: invert; padding-right: 0px"><a style="border-top-style: none; text-decoration: ; font-family: ; border-bottom-style: none; color: ; outline-width: medium; padding-bottom: 0px; padding-top: 0px; border-right-style: none; outline-style: none; padding-left: 0px; margin: 0px; border-left-style: none; outline-color: invert; padding-right: 0px" href="https://skydrive.live.com/redir.aspx?cid=bee60039725de819&page=downloadphotos&resid=BEE60039725DE819!82783&parId=BEE60039725DE819!2748&type=5&Bsrc=Photomail&Bpub=SDX.Photos&authkey=!AJ6Ur8Kn7fWQjVA" target="_blank" border="0"><font face="Segoe UI"><font style="font-size: 8pt"><font style="text-decoration: none">DOWNLOAD ALL</font></font></font></a></td></tr></tbody></table></div> <div style="font-family: ; color: ; padding-bottom: 0px; padding-top: 0px; padding-left: 0px; margin: 0px; padding-right: 0px"><font face="Segoe UI"><font style="font-size: 8pt" color="#6e6e6e">This album has 3 photos and will be available on OneDrive until 26/08/2014.</font></font></div></div></td></tr> <tr> <td style="border-top-style: none; vertical-align: bottom; border-bottom-style: none; outline-width: medium; padding-bottom: 5px; padding-top: 0px; border-right-style: none; outline-style: none; padding-left: 5px; margin: 0px; border-left-style: none; outline-color: invert; padding-right: 5px" height="112" width="112"><a style="border-top-style: none; text-decoration: ; font-family: ; border-bottom-style: none; color: ; outline-width: medium; padding-bottom: 0px; padding-top: 0px; border-right-style: none; outline-style: none; padding-left: 0px; margin: 0px; border-left-style: none; outline-color: invert; padding-right: 0px" href="https://skydrive.live.com/redir.aspx?cid=bee60039725de819&page=play&resid=BEE60039725DE819!82785&parId=BEE60039725DE819!82783&type=1&Bsrc=Photomail&Bpub=SDX.Photos&authkey=!AJ6Ur8Kn7fWQjVA" target="_blank" border="0"><img title="View album" style="border-top: 0px; border-right: 0px; vertical-align: bottom; background: none transparent scroll repeat 0% 0%; border-bottom: 0px; outline-width: medium; padding-bottom: 0px; padding-top: 0px; outline-style: none; padding-left: 0px; margin: 0px; border-left: 0px; outline-color: invert; padding-right: 0px" border="0" alt="View album" src="wlmailhtml:{EB086D49-0DDD-450C-A220-0EDAEE989E68}mid://00000006/!cid:8788521EB9B74CF2B11B65AA15825E0F@DonaldPC" width="112" height="112"></a></td> <td style="border-top-style: none; vertical-align: bottom; border-bottom-style: none; outline-width: medium; padding-bottom: 5px; padding-top: 0px; border-right-style: none; outline-style: none; padding-left: 0px; margin: 0px; border-left-style: none; outline-color: invert; padding-right: 5px" height="112" width="112"><a style="border-top-style: none; text-decoration: ; font-family: ; border-bottom-style: none; color: ; outline-width: medium; padding-bottom: 0px; padding-top: 0px; border-right-style: none; outline-style: none; padding-left: 0px; margin: 0px; border-left-style: none; outline-color: invert; padding-right: 0px" href="https://skydrive.live.com/redir.aspx?cid=bee60039725de819&page=play&resid=BEE60039725DE819!82786&parId=BEE60039725DE819!82783&type=1&Bsrc=Photomail&Bpub=SDX.Photos&authkey=!AJ6Ur8Kn7fWQjVA" target="_blank" border="0"><img title="View album" style="border-top: 0px; border-right: 0px; vertical-align: bottom; background: none transparent scroll repeat 0% 0%; border-bottom: 0px; outline-width: medium; padding-bottom: 0px; padding-top: 0px; outline-style: none; padding-left: 0px; margin: 0px; border-left: 0px; outline-color: invert; padding-right: 0px" border="0" alt="View album" src="wlmailhtml:{EB086D49-0DDD-450C-A220-0EDAEE989E68}mid://00000006/!cid:9298E231FE9D4F079D74C4289D485810@DonaldPC" width="112" height="112"></a></td> <td style="border-top-style: none; vertical-align: bottom; border-bottom-style: none; outline-width: medium; padding-bottom: 5px; padding-top: 0px; border-right-style: none; outline-style: none; padding-left: 0px; margin: 0px; border-left-style: none; outline-color: invert; padding-right: 5px" height="112" width="112"><font face="Calibri"> </font></td> <td style="border-top-style: none; vertical-align: bottom; border-bottom-style: none; outline-width: medium; padding-bottom: 5px; padding-top: 0px; border-right-style: none; outline-style: none; padding-left: 0px; margin: 0px; border-left-style: none; outline-color: invert; padding-right: 5px" height="112" width="112"><font face="Calibri"> </font></td> <td style="border-top-style: none; vertical-align: bottom; border-bottom-style: none; outline-width: medium; padding-bottom: 5px; padding-top: 0px; border-right-style: none; outline-style: none; padding-left: 0px; margin: 0px; border-left-style: none; outline-color: invert; padding-right: 5px" height="112" width="112"><font face="Calibri"> </font></td></tr></tbody></table></div></div> <div style="line-height: normal"><font face="Calibri"> </font></div> <div style="line-height: normal"><font face="Calibri"> </font></div> <div style="text-decoration: ; font-family: ; color: ; display: inline; line-height: normal"> <div style="font-family: ; line-height: normal"> <div><font style="size: 3" face="Calibri"></font><font face="Tahoma"><font style="font-size: 10pt"> </font></font></div> <div style="background: #f5f5f5"> <div style="font-color: black"><font face="Tahoma"><b><font style="font-size: 10pt">From:</font></b><font style="font-size: 10pt"> </font></font><font style="font-size: 10pt"><a title="donoddy@hotmail.com" style="href: "mailto:donoddy@hotmail.com""><font color="#0000ff" face="Tahoma">donoddy@hotmail.com</font></a></font><font face="Tahoma"><font style="font-size: 10pt"> </font></font></div> <div><font face="Tahoma"><b><font style="font-size: 10pt">Sent:</font></b><font style="font-size: 10pt"> Wednesday, May 21, 2014 7:05 AM</font></font></div> <div><font face="Tahoma"><b><font style="font-size: 10pt">To:</font></b><font style="font-size: 10pt"> </font></font><font style="font-size: 10pt"><a title="leader@rbkc.gov.uk" style="href: "mailto:leader@rbkc.gov.uk""><font color="#0000ff" face="Tahoma">Leader Paget Brown</font></a><font face="Tahoma"> ; </font><a title="Cllr.Coleridge@rbkc.gov.uk" style="href: "mailto:Cllr.Coleridge@rbkc.gov.uk""><font color="#0000ff" face="Tahoma">Tim Coleridge</font></a><font face="Tahoma"> ; </font><a title="rblack@kctmo.org.uk" style="href: "mailto:rblack@kctmo.org.uk""><font color="#0000ff" face="Tahoma">Robert Black</font></a><font face="Tahoma"> ; </font><a title="lcunningham@kctmo.org.uk" style="href: "mailto:lcunningham@kctmo.org.uk""><font color="#0000ff" face="Tahoma">Lorna Cunningham</font></a></font><font face="Tahoma"><font style="font-size: 10pt"> </font></font></div> <div><font face="Tahoma"><b><font style="font-size: 10pt">Cc:</font></b><font style="font-size: 10pt"> </font></font><font style="font-size: 10pt"><a title="jgriffin@kctmo.org.uk" style="href: "mailto:jgriffin@kctmo.org.uk""><font color="#0000ff" face="Tahoma">John Griffin</font></a><font face="Tahoma"> ; </font><a title="TComplaints@kctmo.org.uk" style="href: "mailto:TComplaints@kctmo.org.uk""><font color="#0000ff" face="Tahoma">(T) Complaints</font></a></font><font face="Tahoma"><font style="font-size: 10pt"> </font></font></div> <div><font face="Tahoma"><b><font style="font-size: 10pt">Subject:</font></b><font style="font-size: 10pt"> Fw: Health & Safety Issues / ongoing issues/repairs</font></font></div></div></div> <div><font face="Calibri"> </font></div></div> <div style="text-decoration: ; font-family: ; color: ; display: inline; line-height: normal"> <div dir="ltr"> <div style="font-family: ; color: "> <div align="justify"><font style="face: tahoma">Dear Mr Paget Brown,</font></div> <div align="justify"><font style="face: tahoma"></font><font face="Calibri"> </font></div> <div align="justify"><font style="face: tahoma">the following written this morning:</font></div> <div align="justify"><font style="face: tahoma"></font><font face="Calibri"> </font></div> <div align="justify"><font style="face: tahoma">I am writing to you because I am at an impasse with those responsible for the maintenance and repairs of my flat. If I cannot get repairs done using the request system, I am hopeful that you as leader of the council may have some influence in getting jobs done. If you cannot get the job done with your influence, I really don't know what to do. I have had one communication from the repairs Department regarding something, repair number 20140772, which is not identifiable on the see my data website. And somebody called Keith asked me to give him a call about the rewiring, I don't know who Keith is and I have not yet returned his call due to hospital appointments.</font></div> <div align="justify"><font style="face: tahoma"></font><font face="Calibri"> </font></div> <div align="justify"><font style="face: tahoma">the following written yesterday:</font></div> <div align="justify"><font style="face: tahoma"></font><font face="Calibri"> </font></div> <div align="justify"><font style="face: tahoma">Further to my email earlier this week, matters arising which need to be passed on to the relevant departments. My reason for asking you to help me is because of the failure of the relevant departments within the TMO to take notice, and the failure to update and identify repairs to my abode. On numerous occasions, repairs have been raised by me, and looking at the computer generated issues, on see my data on the TMO website, it is very difficult to see what is outstanding in terms of repairs which do not contain enough information for either me as a tenant, or the TMO repairs Department. It does however highlight the tangled knots of administration and a failure of the system to help anyone manage repairs effectively.</font></div> <div align="justify"><font style="face: tahoma"></font><font face="Calibri"> </font></div> <div align="justify"><font style="face: tahoma">For your information:</font></div> <div align="justify"><font style="face: tahoma"></font><font face="Calibri"> </font></div> <div align="justify"><font style="face: tahoma">Flat 12 Curran house repairs: outstanding upgrade of rewiring to the whole of the flat. Water leaking from wet room into flat number six below, resident advised me of the continuous leak on Monday 19th May. Window in the kitchen needs repair to the chain mechanism, which is not working. Gas boiler bar pressure slowly reducing every 4 to 8 weeks over the last year.</font></div> <div align="justify"><font style="face: tahoma"></font><font face="Calibri"> </font></div> <div align="justify"><font style="face: tahoma">After repairs to my wet room facilities, where a leak was identified and mended, my neighbour at number six, Curran house informed me on Monday that there is still a leak coming in into the bathroom area in the middle of the ceiling. There may be a connection between the leaks which are continuous and the boiler bar pressure going down over a long period? So there may be a leak in the radiator system somewhere in the wet room area? Rewiring of flat and works to identify where the leaks are coming from, this will cause quite a lot of inconvenience which I must accept as part of this process. And the issue of the kitchen window and the chain mechanism has been going on for some months now. The rewiring issue is one of confidence in contractors to do the job properly, and recent information given to me is consistent with a negative experience from other service users.</font></div> <div align="justify"><font style="face: tahoma"></font><font face="Calibri"> </font></div> <div align="justify"><font style="face: tahoma">Project managing: gas and radiators, for a leak into flat number six. A matter of health and safety given the leaks have compromised the electrical system below? These are things I don't know, but it is obvious that it is a concern, given many flats in this block have been rewired, and the letter sent out by the contractor on behalf of KC TMO. The reason I raise the issue of project managing, simply sorting out one problem without reference to the other may indeed double the work if it is not planned correctly and double the inconvenience, not only to the resident, but to the TMO duplicating time and effort to restore the property back to ordinary condition of habitation.</font></div> <div align="justify"><font style="face: tahoma"></font><font face="Calibri"> </font></div> <div align="justify"><font style="face: tahoma">Rewiring contractor: Stewart electrical; my experience is some of the staff are belligerent, leading to a total lack of customer/service user as a priority. Damage to other service users facilities, gas systems, electrical systems, computers. Messy installations using conduits rather than a normal installation. Contractors leaving mess and not clearing up after themselves. This sort of conduct is insulting to those who have signed off on this contractor, and also to the service users. Some installations taking a long time to complete.</font></div> <div align="justify"><font style="face: tahoma"></font><font face="Calibri"> </font></div> <div align="justify"><font style="face: tahoma">Having recently replaced the washing machine in my kitchen, I realised the mouse proofing exercise and repairs are incomplete. There are still large gaps where mice can get in, and this repair cannot be done correctly without sealing up the boiler pipes around the gas boiler. And in attempting to do this, it is obvious that any further repair work will be undone when the rewiring is initiated.</font></div> <div align="justify"><font style="face: tahoma"></font><font face="Calibri"> </font></div> <div align="justify"><font style="face: tahoma">All repairs to my abode, have taken a long time, replacement of a defective water pump in the wet room, which is a simple and easy job took several months. And as a result of this particular repair/replacement, this exacerbated the leaking situation of water into the flat below. Which means any of the repairs done in the wet room/WC/kitchen have not been done correctly, they just looked okay and the principal problems have remained.</font></div> <div align="justify"><font style="face: tahoma"></font><font face="Calibri"> </font></div> <div align="justify"><font style="face: tahoma">Mr Paget Brown please help,</font></div> <div align="justify"><font style="face: tahoma"></font><font face="Calibri"> </font></div> <div align="justify"><font style="face: tahoma">Don Oddy</font></div> <div align="justify"><font style="face: tahoma">Flat 12, Curran House</font></div> <div><font face="Calibri"> </font></div> <div><font face="Calibri"> </font></div> <div style="text-decoration: ; font-family: ; color: ; display: inline"> <div style="font-family: ; line-height: normal"> <div><font face="Tahoma"><font style="font-size: 10pt"> </font></font></div> <div style="background: #f5f5f5"> <div style="font-color: black"><font face="Tahoma"><b><font style="font-size: 10pt">From:</font></b><font style="font-size: 10pt"> </font></font><font style="font-size: 10pt"><a title="donoddy@hotmail.com" style="href: "mailto:donoddy@hotmail.com""><font color="#0000ff" face="Tahoma">donoddy@hotmail.com</font></a></font><font face="Tahoma"><font style="font-size: 10pt"> </font></font></div> <div><font face="Tahoma"><b><font style="font-size: 10pt">Sent:</font></b><font style="font-size: 10pt"> Friday, May 16, 2014 8:33 AM</font></font></div> <div><font face="Tahoma"><b><font style="font-size: 10pt">To:</font></b><font style="font-size: 10pt"> </font></font><font style="font-size: 10pt"><a title="leader@rbkc.gov.uk" style="href: "mailto:leader@rbkc.gov.uk""><font color="#0000ff" face="Tahoma">Leader Paget Brown</font></a><font face="Tahoma"> ; </font><a title="Cllr.Coleridge@rbkc.gov.uk" style="href: "mailto:Cllr.Coleridge@rbkc.gov.uk""><font color="#0000ff" face="Tahoma">Tim Coleridge</font></a><font face="Tahoma"> ; </font><a title="rblack@kctmo.org.uk" style="href: "mailto:rblack@kctmo.org.uk""><font color="#0000ff" face="Tahoma">Robert Black</font></a><font face="Tahoma"> ; </font><a title="lcunningham@kctmo.org.uk" style="href: "mailto:lcunningham@kctmo.org.uk""><font color="#0000ff" face="Tahoma">Lorna Cunningham</font></a></font><font face="Tahoma"><font style="font-size: 10pt"> </font></font></div> <div><font face="Tahoma"><b><font style="font-size: 10pt">Cc:</font></b><font style="font-size: 10pt"> </font></font><font style="font-size: 10pt"><a title="david.watkins@eversheds.com" style="href: "mailto:david.watkins@eversheds.com""><font color="#0000ff" face="Tahoma">david.watkins@eversheds.com</font></a></font><font face="Tahoma"><font style="font-size: 10pt"> </font></font></div> <div><font face="Tahoma"><b><font style="font-size: 10pt">Subject:</font></b><font style="font-size: 10pt"> Fw: Health & Safety Issues</font></font></div></div></div> <div><font face="Calibri"> </font></div></div> <div style="text-decoration: ; font-family: ; color: ; display: inline"> <div dir="ltr"> <div style="font-family: ; color: "> <div><font face="Calibri">Dear Mr Paget Brown,<br><br>As you can see it is some weeks since I last wrote to you and other members of the RBKC, and the TMO Department. Having had difficult conversations with the electrical installers and egregious incidents with RM Stewart staff, I really don't know what to do next. As the landlord, you sent me a letter about the dangerous nature of the electrical wiring in my flat. And I was happy to have the whole flat rewired by people contracted by the TMO. In addition, water has been leaking from my flat into the flat below, flat number six, Curran house. I have made it plain that I am happy to have people come and do the work, providing they are up to the job.<br><br>I'm still happy to have a discussion here at my home, about matters arising over the last few months. If this is an option you prefer, as leader of the council, I'm very happy for you to come and be a part of any discussion. Although you weren't invited before, a meeting between you, Tim, Robert and Lorna would be very welcome, and anyone else you feel might be helpful. Not too many though, because it is only a small flat. Alternatively, if you feel that the council cannot rewire my flat for some reason, I would be happy to get three quotes and present them to you, so that I do not become a victim of a health and safety issue which has not being addressed.</font></div> <div><font face="Calibri"> </font></div> <div><font face="Calibri">Don Oddy</font></div> <div style="text-decoration: ; font-family: ; color: ; display: inline"> <div style="font-family: ; line-height: normal"> <div><font face="Tahoma"><font style="font-size: 10pt"> </font></font></div> <div style="background: #f5f5f5"> <div style="font-color: black"><font face="Tahoma"><b><font style="font-size: 10pt">From:</font></b><font style="font-size: 10pt"> </font></font><font style="font-size: 10pt"><a title="donoddy@hotmail.com" style="href: "mailto:donoddy@hotmail.com""><font color="#0000ff" face="Tahoma">donoddy@hotmail.com</font></a></font><font face="Tahoma"><font style="font-size: 10pt"> </font></font></div> <div><font face="Tahoma"><b><font style="font-size: 10pt">Sent:</font></b><font style="font-size: 10pt"> Wednesday, March 05, 2014 10:31 AM</font></font></div> <div><font face="Tahoma"><b><font style="font-size: 10pt">To:</font></b><font style="font-size: 10pt"> </font></font><font style="font-size: 10pt"><a title="lcunningham@kctmo.org.uk" style="href: "mailto:lcunningham@kctmo.org.uk""><font color="#0000ff" face="Tahoma">Lorna Cunningham</font></a><font face="Tahoma"> ; </font><a title="leader@rbkc.gov.uk" style="href: "mailto:leader@rbkc.gov.uk""><font color="#0000ff" face="Tahoma">Leader Paget Brown</font></a><font face="Tahoma"> ; </font><a title="rblack@kctmo.org.uk" style="href: "mailto:rblack@kctmo.org.uk""><font color="#0000ff" face="Tahoma">rblack@kctmo.org.uk</font></a><font face="Tahoma"> ; </font><a title="Cllr.Coleridge@rbkc.gov.uk" style="href: "mailto:Cllr.Coleridge@rbkc.gov.uk""><font color="#0000ff" face="Tahoma">Tim Coleridge</font></a></font><font face="Tahoma"><font style="font-size: 10pt"> </font></font></div> <div><font face="Tahoma"><b><font style="font-size: 10pt">Subject:</font></b><font style="font-size: 10pt"> Health & Safety Issues</font></font></div></div></div> <div><font face="Calibri"> </font></div></div> <div style="text-decoration: ; font-family: ; color: ; display: inline"> <div dir="ltr"> <div style="font-family: ; color: "> <div><font face="Calibri">Do you think your departments understand health and safety issues thoroughly? And is 10 working days to respond the right response? </font></div> <div><font face="Calibri"> </font></div> <div><font face="Calibri">Don Oddy</font></div> <div style="text-decoration: ; font-family: ; color: ; display: inline"> <div style="font-family: ; line-height: normal"> <div><font face="Tahoma"><font style="font-size: 10pt"> </font></font></div> <div style="background: #f5f5f5"> <div style="font-color: black"><font face="Tahoma"><b><font style="font-size: 10pt">From:</font></b><font style="font-size: 10pt"> </font></font><font style="font-size: 10pt"><a title="TComplaints@kctmo.org.uk" style="href: "mailto:TComplaints@kctmo.org.uk""><font color="#0000ff" face="Tahoma">(T) Complaints</font></a></font><font face="Tahoma"><font style="font-size: 10pt"> </font></font></div> <div><font face="Tahoma"><b><font style="font-size: 10pt">Sent:</font></b><font style="font-size: 10pt"> Tuesday, March 04, 2014 4:50 PM</font></font></div> <div><font face="Tahoma"><b><font style="font-size: 10pt">To:</font></b><font style="font-size: 10pt"> </font></font><font style="font-size: 10pt"><a title="donoddy@outlook.com" style="href: "mailto:donoddy@outlook.com""><font color="#0000ff" face="Tahoma">donoddy@outlook.com</font></a></font><font face="Tahoma"><font style="font-size: 10pt"> </font></font></div> <div><font face="Tahoma"><b><font style="font-size: 10pt">Subject:</font></b><font style="font-size: 10pt"> Mr D Oddy, Flat 12 Curran House, SW3-Stewart Electrical</font></font></div></div></div> <div><font face="Calibri"> </font></div></div> <div style="text-decoration: ; font-family: ; color: ; display: inline"> <div class="WordSection1"> <p class="MsoNormal" style="margin: 0cm 0cm 0pt"><span style="font-family: ; color: "><font face="Arial"><font color="#1f497d">Dear Mr Oddy</font></font></span></p> <p class="MsoNormal" style="margin: 0cm 0cm 0pt"><span style="font-family: ; color: "></span> </p> <p class="MsoNormal" style="margin: 0cm 0cm 0pt"><span style="font-family: ; color: "><font face="Arial"><font color="#1f497d">Thank you for your email. Issues your raise are being investigated by our Project Management Team, you will receive a reply within 10 working days.</font></font></span></p> <p class="MsoNormal" style="margin: 0cm 0cm 0pt"><span style="font-family: ; color: "></span> </p> <p class="MsoNormal" style="margin: 0cm 0cm 0pt"><span style="font-family: ; color: "><font face="Arial"><font color="#1f497d">Kind regards </font></font></span></p> <div> <p class="MsoNormal" style="margin: 0cm 0cm 0pt; mso-margin-top-alt: auto; mso-margin-bottom-alt: auto"><b><span style="font-family: ; color: "><font color="#263860" face="Arial">Ms Dulce De Oliveira Watts <br>Complaints Officer</font></span></b><span style="font-family: ; color: "><br></span><span style="font-family: ; color: "><font face="Arial"><img id="Picture_x005f_x0020_1" alt="Description: kctmo logo email" src="wlmailhtml:{EB086D49-0DDD-450C-A220-0EDAEE989E68}mid://00000006/!cid:FD466E061EF94D0EBECF47848E20405A@DonaldPC" width="160" height="129"><br></font></span><font face="Arial"><font color="#1f497d"><span style="font-family: ; color: ">0800 137111<br></span><span style="font-family: ; color: "><a style="href: "wlmailhtml:../../../../../../Documents%20and%20Settings/abowden/Local%20Settings/Temporary%20Internet%20Files/Content.Outlook/MMFK5TT2/www.kctmo.org.uk""><span style="font-family: ; color: ">www.kctmo.org.uk</span></a></span></font></font><span style="font-family: ; color: "><font color="#1f497d" face="Arial"> <br>292a Kensal Road, London W10 5BE</font></span><span style="font-family: ; color: "><br></span><font color="#2f9d93"><span style="font-family: ; color: "><font face="Webdings"><font style="font-size: 14pt">P</font></font></span><span style="font-family: ; color: "><font face="Arial"><font style="font-size: 11pt"> </font></font></span><span style="font-family: ; color: "><font face="Tahoma"><font style="font-size: 8pt">Before printing, please think about the environment </font></font></span></font><span style="font-family: ; color: "></span></p></div> <p class="MsoNormal" style="margin: 0cm 0cm 0pt"><span style="font-family: ; color: "></span> </p> <div> <div style="border-top: #b5c4df 1pt solid; border-right: medium none; border-bottom: medium none; padding-bottom: 0cm; padding-top: 3pt; padding-left: 0cm; border-left: medium none; padding-right: 0cm"> <p class="MsoNormal" style="margin: 0cm 0cm 0pt"><b><span lang="EN-US" style="font-family: "><font face="Tahoma"><font style="font-size: 10pt">From:</font></font></span></b><span lang="EN-US" style="font-family: "><font face="Tahoma"><font style="font-size: 10pt"> Don Oddy [mailto:donoddy@outlook.com] <br><b>Sent:</b> 04 March 2014 11:48<br><b>To:</b> (T) Complaints; Lorna Cunningham; Leader Paget Brown; Dave Stevens; Tim Coleridge<br><b>Cc:</b> Nicola Rees<br><b>Subject:</b> Stewart Electrical</font></font></span></p></div></div> <p class="MsoNormal" style="margin: 0cm 0cm 0pt"> </p> <div> <div> <div> <p class="MsoNormal" style="margin: 0cm 0cm 0pt"><span style="font-family: ; color: "><font face="Calibri">To the complaints manager:</font></span></p></div> <div> <p class="MsoNormal" style="margin: 0cm 0cm 0pt"><span style="font-family: ; color: "><font face="Calibri"> </font></span></p></div> <div> <p class="MsoNormal" style="margin: 0cm 0cm 0pt"><span style="font-family: ; color: "><font face="Calibri">Illegal parking by contractors – Stewart electrical</font></span></p></div> <div> <p class="MsoNormal" style="margin: 0cm 0cm 0pt"><span style="font-family: ; color: "><font face="Calibri"> </font></span></p></div> <div> <p class="MsoNormal" style="margin: 0cm 0cm 0pt"><span style="font-family: ; color: "><font face="Calibri">Stewart the electrical contractor had an operative working at Curran house this morning, March 4 around 11 AM. As you know I live at number 12 Curran house, and I am a disabled person, easily understood and identified with a walking stick. I was a bit concerned that a van was parked outside flat 1 Curran house, blocking in that person who is disabled, and blocking entry to the shed area where I keep my electric bike, without which I find it extremely difficult to get anywhere.</font></span></p></div> <div> <p class="MsoNormal" style="margin: 0cm 0cm 0pt"><span style="font-family: ; color: "><font face="Calibri"> </font></span></p></div> <div> <p class="MsoNormal" style="margin: 0cm 0cm 0pt"><span style="font-family: ; color: "><font face="Calibri">Approaching the vehicle, I became aware that it was occupied and I waved towards the occupant, and he for whatever reason, chose to ignore a sign of hello. I think he felt I was being rude. Anyway, I asked him quite straightforwardly to move the van, so I could get into the shed area. He started to say something about having a right to be there because he was working in the flats.</font></span></p></div> <div> <p class="MsoNormal" style="margin: 0cm 0cm 0pt"><span style="font-family: ; color: "><font face="Calibri"> </font></span></p></div> <div> <p class="MsoNormal" style="margin: 0cm 0cm 0pt"><span style="font-family: ; color: "><font face="Calibri">Just a reminder that your departments have been saying they advised Stuart electrical not to Park on the forecourt of Curran house. So number 1 Stuart electrical are ignoring you and your instructions.</font></span></p></div> <div> <p class="MsoNormal" style="margin: 0cm 0cm 0pt"><span style="font-family: ; color: "><font face="Calibri"> </font></span></p></div> <div> <p class="MsoNormal" style="margin: 0cm 0cm 0pt"><span style="font-family: ; color: "><font face="Calibri">After a few moments, I mentioned the sign above the Stewart vehicle on the wall which said no parking. The man in the Stewart vehicle said he could neither read nor write. And he didn't like my attitude. And that he had permission from the caretaker to park outside flat 1, which blocked in the disabled gentleman who lives there, and blocks access to the shed area where I was headed.</font></span></p></div> <div> <p class="MsoNormal" style="margin: 0cm 0cm 0pt"><span style="font-family: ; color: "><font face="Calibri"> </font></span></p></div> <div> <p class="MsoNormal" style="margin: 0cm 0cm 0pt"><span style="font-family: ; color: "><font face="Calibri">If you need to know who the man was, I can send you his photograph.</font></span></p></div> <div> <p class="MsoNormal" style="margin: 0cm 0cm 0pt"><span style="font-family: ; color: "><font face="Calibri"> </font></span></p></div> <div> <p class="MsoNormal" style="margin: 0cm 0cm 0pt"><span style="font-family: ; color: "><font face="Calibri">As a contractor working on behalf of the TMO, I wish to complain and say emphatically that the attitude and behaviour of Stewart Personnel is completely consistent and no change has been made, and with this in mind, and this particular incident on top, how can you trust this contractor to do the job properly?</font></span></p></div> <div> <p class="MsoNormal" style="margin: 0cm 0cm 0pt"><span style="font-family: ; color: "><font face="Calibri"> </font></span></p></div> <div> <p class="MsoNormal" style="margin: 0cm 0cm 0pt"><span style="font-family: ; color: "><font face="Calibri">I don't know if you are aware, but it came to my attention, that computers and other facilities inside some the flats which have been rewired, had been left faulty and return visits have been necessary. This is unacceptable.</font></span></p></div> <div> <p class="MsoNormal" style="margin: 0cm 0cm 0pt"><span style="font-family: ; color: "><font face="Calibri"> </font></span></p></div> <div> <p class="MsoNormal" style="margin: 0cm 0cm 0pt"><span style="font-family: ; color: "><font face="Calibri">I'm looking forward to Lorna coming to see me with the contracts managers or whoever she's decided to bring in the near future.</font></span></p></div> <div> <p class="MsoNormal" style="margin: 0cm 0cm 0pt"><span style="font-family: ; color: "><font face="Calibri"> </font></span></p></div> <div> <p class="MsoNormal" style="margin: 0cm 0cm 0pt"><span style="font-family: ; color: "><font face="Calibri">Illegally parked vehicles blocking disabled people is going to make them angry and loud in their voices. And especially when the driver dismisses a person and says that he cannot hear them.</font></span></p></div></div></div></div></div></div></div></div></div></div></div></div></div></div> Anonymoushttp://www.blogger.com/profile/11612209078295041624noreply@blogger.comtag:blogger.com,1999:blog-3892939712377419384.post-36099856573720563242013-10-02T07:30:00.000+01:002014-06-20T10:09:48.569+01:00Anonymous Surveyor Without A Clue October 1 2013<span style="font-family: Arial, Helvetica, sans-serif;">Anonymous Surveyor Without A Clue</span><br />
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<span style="font-family: Arial, Helvetica, sans-serif;">Surveyor's visit at flat 12 Curran house, October 1, 2013. The anonymous surveyor who looked a lot like Donal Daly, arrived in the afternoon. As he approached the flat, and stood at the front door his phone rang and he answered it as I stood in the doorway supported by my walking stick. The anonymous surveyor conducted a very abrupt conversation on his phone and when he had finished the call to another person, the abrupt anonymous surveyor who did not identify himself or show his badge asked if he could come in and I agreed. Although I have not seen Mr Daly for some years, I'm pretty certain it was him and let him in as a courtesy in his discourteous state.</span><br />
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<span style="font-family: Arial, Helvetica, sans-serif;">First he asked me why he was here, and I said I assumed it was as a response to somebody from the disability team who said he was coming this particular Tuesday afternoon. He was looking at his notes and finding it difficult to work out why he was there in the first place. I said as far as I know, it was to survey the bathroom, toilet and kitchen. That there were leaks either from the shower room or from the toilet in particular. He had a quick look at the shower room/bathroom and asked if it was my installation or a council installation, and shared with him that the installation was one installed by the council. The abrupt anonymous surveyor who might be Mr Daly, had a perfunctory look at the shower, then moved on to the toilet, and he asked me if a plumber had seen the toilet and I said a plumber had seen the toilet which apparently leaks. He muttered that he couldn't understand why it hadn't been fixed straight away. I then mentioned pipework in the kitchen, that there was a problem between plastic and copper pipes and continuous blockages over the years. He did poke his head round the door of the kitchen but did not examine anything either in the kitchen or the toilet. The anonymous abrupt surveyor scratched his head.</span><br />
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<span style="font-family: Arial, Helvetica, sans-serif;">Having been on the doorstep answering his phone in a very abrupt manner, the anonymous perfunctory and abrupt surveyor made his way out of my flat and said over his shoulder that I might expect a telephone call. And the visit was faster than the telephone call taken on my doorstep or so it seemed to me. The anonymous perfunctory clueless surveyor who spent more time on his telephone than investigating whatever it was he thought he ought to investigate, left me without a clue as to purpose, real identity and next steps beyond a telephone call sometime.</span><br />
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<span style="font-family: Arial, Helvetica, sans-serif;">Overall a very disappointing wait and for what? If the anonymous surveyor, who failed to show any form of official identity, had no clear idea of his purpose, was more interested in answering his phone in a very abrupt manner, failing to identify himself and failing to carry out any particular investigation other than a look, I cannot imagine what the purpose of having a surveyor is in settling the issues which have already been raised and appraised and reported.</span><br />
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<span style="font-family: Arial, Helvetica, sans-serif;">I'm truly astonished that the Royal Borough of Kensington and Chelsea is employing people who do not have the right information, the right interpersonal skills, the right professional skills to investigate and an appropriate manner when dealing with people with disabilities, obvious to anyone who might see a person with a walking stick as they were answering their phone. More likely, this particular individual is so self absorbed and so self-important, or maybe they are just so important that nobody else matters. This is a catastrophic nightmare which must have been going on for years if I am right in assuming that this is Mr Daly who came to survey something in my flat. And if I'm wrong and it's not Mr Daly, then there is more than one self-absorbed, self-important individual working as a surveyor for the RBKC TMO Department.</span><br />
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<span style="font-family: Arial, Helvetica, sans-serif;">Can you please tell me what I might expect as a result of this particular visit?</span><br />
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<span style="font-family: Arial, Helvetica, sans-serif;">Sincerely,</span><br />
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<span style="font-family: Arial, Helvetica, sans-serif;">Donald Oddy</span>Anonymoushttp://www.blogger.com/profile/11612209078295041624noreply@blogger.comtag:blogger.com,1999:blog-3892939712377419384.post-24486572526721989132013-08-21T11:38:00.001+01:002013-08-21T11:40:15.525+01:00A Specialist Plumber Inspects<embed type="application/x-shockwave-flash" src="https://static.googleusercontent.com/external_content/picasaweb.googleusercontent.com/slideshow.swf" width="600" height="400" flashvars="host=picasaweb.google.com&hl=en_US&feat=flashalbum&RGB=0x000000&feed=https%3A%2F%2Fpicasaweb.google.com%2Fdata%2Ffeed%2Fapi%2Fuser%2F102268256142239842082%2Falbumid%2F5913768303639356305%3Falt%3Drss%26kind%3Dphoto%26authkey%3DGv1sRgCKaIpozB6LWmNQ%26hl%3Den_US" pluginspage="http://www.macromedia.com/go/getflashplayer"></embed><br><br><p class="MsoNormal" style="margin: 0cm 0cm 10pt; line-height: 13pt" align="justify"><span style="font-family: ; line-height: 14pt"><font size="3" face="Tahoma">Update 21 August 2013</font></span></p> <p class="MsoNormal" style="margin: 0cm 0cm 10pt; line-height: 13pt" align="justify"><span style="font-family: ; line-height: 14pt"><font size="3" face="Tahoma">1) As per your request, I have forwarded the pictures below to our Customer Services advisor, Shereen Shaw</font></span></p> <p class="MsoNormal" style="margin: 0cm 0cm 10pt; line-height: 13pt" align="justify"><span style="font-family: ; line-height: 14pt"><font size="3" face="Tahoma">[reply: Thank you very much for passing on the photographs. Hopefully this will help send the right sort professional person to investigate flat six.]</font></span></p> <p class="MsoNormal" style="margin: 0cm 0cm 10pt; line-height: 13pt" align="justify"><span style="font-family: ; line-height: 14pt"><font size="3" face="Tahoma">2) Please note that Stuart Thompson has left the TMO and the new Repairs Manager’s is Briony Edlington; our Customer Services team are currently progressing the leak issues and will update you accordingly, I have been informed by Ms Shaw that a specialist plumber is due to attend this week</font></span></p> <p class="MsoNormal" style="margin: 0cm 0cm 10pt; line-height: 13pt" align="justify"><span style="font-family: ; line-height: 14pt"><font size="3" face="Tahoma">[reply: thank you very much for informing me that Stuart Thompson had left the TMO and has been replaced as stated. I found out that Stuart Thompson had left a couple of days ago when I sent him an email and it said that he had left.]</font></span></p> <p class="MsoNormal" style="margin: 0cm 0cm 10pt; line-height: 13pt" align="justify"><span style="font-family: ; line-height: 14pt"><font size="3" face="Tahoma">3) Issues regarding your neighbour’s flat No 6 -thank you for bringing this matter to our attention. Our records show that we do not have any authorisation from flat 6 stating that you can advocate on their behalf that is why we will progress these issues further with the resident of flat 6 directly.</font></span></p> <p class="MsoNormal" style="margin: 0cm 0cm 10pt; line-height: 13pt" align="justify"><span style="font-family: ; line-height: 14pt"><font size="3" face="Tahoma">[reply: Thank you for clearing up any misunderstandings about my neighbour. I certainly am not an advocate for other people and their problems. However, the problems that my neighbour has are a direct result of repairs or disrepairs carried out in my flat. Any suggestion that I'm an advocate for anyone else, would be predicated by some permissions stated by that person.]</font></span></p> <p class="MsoNormal" style="margin: 0cm 0cm 10pt; line-height: 13pt" align="justify"><span style="font-family: ; line-height: 14pt"><font size="3" face="Tahoma"> </font></span></p> <p class="MsoNormal" style="margin: 0cm 0cm 10pt; line-height: 13pt" align="justify"><span style="font-family: ; line-height: 14pt"><font size="3" face="Tahoma"><strong>Update from specialist plumber:</strong></font></span></p> <p class="MsoNormal" style="margin: 0cm 0cm 10pt; line-height: 13pt" align="justify"><span style="font-family: ; line-height: 14pt"><font size="3" face="Tahoma"> </font></span></p> <p class="MsoNormal" style="margin: 0cm 0cm 10pt; line-height: 13pt" align="justify"><span style="font-family: ; line-height: 14pt"><font size="3" face="Tahoma">No doubt you will get your own update from the specialist plumber who attended twentieth of August 2013 at midday. This is what he said to me I hope it is accurate and informs you about next steps.</font></span></p> <p class="MsoNormal" style="margin: 0cm 0cm 10pt; line-height: 13pt" align="justify"><span style="font-family: ; line-height: 14pt"><font size="3" face="Tahoma"> </font></span></p> <p class="MsoNormal" style="margin: 0cm 0cm 10pt; line-height: 13pt" align="justify"><span style="font-family: ; line-height: 14pt"><font size="3" face="Tahoma">1.the specialist plumber checked how previous repairs were carried out in the kitchen. His understanding of how to do repairs is based on doing the job properly and not just patching up and hoping that the problem will go away. The pipes and how they have been repaired over the last few years is sub standard.</font></span></p> <p class="MsoNormal" style="margin: 0cm 0cm 10pt; line-height: 13pt" align="justify"><span style="font-family: ; line-height: 14pt"><font size="3" face="Tahoma"> </font></span></p> <p class="MsoNormal" style="margin: 0cm 0cm 10pt; line-height: 13pt" align="justify"><span style="font-family: ; line-height: 14pt"><font size="3" face="Tahoma">2.the specialist plumber checked the toilet and is quite confident it does not leak. He then investigated behind the toilet panels where the mice live, and found that the wall between the bathroom and the toilet is wet and damp at the base.</font></span></p> <p class="MsoNormal" style="margin: 0cm 0cm 10pt; line-height: 13pt" align="justify"><span style="font-family: ; line-height: 14pt"><font size="3" face="Tahoma"> </font></span></p> <p class="MsoNormal" style="margin: 0cm 0cm 10pt; line-height: 13pt" align="justify"><span style="font-family: ; line-height: 14pt"><font size="3" face="Tahoma">3.the specialist plumber inspected various parts of the shower room. There are obvious faults in the installation of the wet room floor and the necessity of using a pump to drain the water away. He said clearly that walk-in showers are better served with a drain system which works on gravity and not with a pump. The specialist plumber said that the installation of the wet room generally was sub standard and likely to leak and cause continuous problems in the future. I suppose we could say that he "the specialist plumber" is right, because the wet room has been a continuous problem over the years I have been a tenant, and this has caused weeks of inconvenience to me.</font></span></p> <p class="MsoNormal" style="margin: 0cm 0cm 10pt; line-height: 13pt" align="justify"><span style="font-family: ; line-height: 14pt"><font size="3" face="Tahoma"> </font></span></p> <p class="MsoNormal" style="margin: 0cm 0cm 10pt; line-height: 13pt" align="justify"><span style="font-family: ; line-height: 14pt"><font size="3" face="Tahoma">4.all the specialist plumber can do is tell me the truth as it is. He has no axe to grind and nothing to be defensive about.</font></span></p> <p class="MsoNormal" style="margin: 0cm 0cm 10pt; line-height: 13pt" align="justify"><span style="font-family: ; line-height: 14pt"><font size="3" face="Tahoma"> </font></span></p> <p class="MsoNormal" style="margin: 0cm 0cm 10pt; line-height: 13pt" align="justify"><span style="font-family: ; line-height: 14pt"><font size="3" face="Tahoma">5.the specialist plumber suggested I now restart using the washing machine, the kitchen sink, the toilet and the shower room as I would do normally to find out if there is continuous water leak problems down below in flat six.</font></span></p> <p class="MsoNormal" style="margin: 0cm 0cm 10pt; line-height: 13pt" align="justify"><span style="font-family: ; line-height: 14pt"><font size="3" face="Tahoma"> </font></span></p> <p class="MsoNormal" style="margin: 0cm 0cm 10pt; line-height: 13pt" align="justify"><span style="font-family: ; line-height: 14pt"><font size="3" face="Tahoma">6.I will have to liaise with my neighbour and let her know that the plumber has made it clear that I need to use my facilities as normal. And if there is a problem, my neighbour will no doubt let you know. As a reminder to you, I do not advocate on behalf of flat six, the tenant in flat six, Julia Taylor, is quite capable and able to report problems if they occur in the future.</font></span></p> <p class="MsoNormal" style="margin: 0cm 0cm 10pt; line-height: 13pt" align="justify"><span style="font-family: ; line-height: 14pt"><font size="3" face="Tahoma"> </font></span></p> <p class="MsoNormal" style="margin: 0cm 0cm 10pt; line-height: 13pt" align="justify"><span style="font-family: ; line-height: 14pt"><font size="3" face="Tahoma"><strong>Summary:</strong></font></span></p> <p class="MsoNormal" style="margin: 0cm 0cm 10pt; line-height: 13pt" align="justify"><span style="font-family: ; line-height: 14pt"><font size="3" face="Tahoma"> </font></span></p> <p class="MsoNormal" style="margin: 0cm 0cm 10pt; line-height: 13pt" align="justify"><span style="font-family: ; line-height: 14pt"><font size="3" face="Tahoma">With the change in management and the advice and understanding that the specialist plumber will pass on to you, maybe there can be a solution offered. So I now know from the specialist that the plumbing in my flat is substandard and installations were also substandard with regard to the wet room. Of course, I have known this and reported this to the TMO repairs Department over the last few years. And the obstructive behaviour of the TMO's staff, and assertions about how plumbing works, and how to deal with mice who live at the back of my cupboards is now clear to both you and the TMO repairs Department.</font></span></p> <p class="MsoNormal" style="margin: 0cm 0cm 10pt; line-height: 13pt" align="justify"><span style="font-family: ; line-height: 14pt"><font size="3" face="Tahoma"> </font></span></p> <p class="MsoNormal" style="margin: 0cm 0cm 10pt; line-height: 13pt" align="justify"><span style="font-family: ; line-height: 14pt"><font size="3" face="Tahoma">This is a real life situation which requires proper consideration and professionals who can do the job. If a surveyor is going to come and look and make some decisions about the current conditions of my substandard and badly fitted plumbing, I want to know that the surveyor who is coming to see the property is properly qualified and has the right credentials. In particular, I do not want Mr Daly to have anything to do with assessing the current situation, and I do not want to be involved in the decision making process, other than to know the best way forward at this stage. And it is obvious to me, that matters can be put right if you have the right professional people doing a professional job so that the plumbing will work without further problems.</font></span></p> <p class="MsoNormal" style="margin: 0cm 0cm 10pt; line-height: 13pt" align="justify"><span style="font-family: ; line-height: 14pt"><font size="3" face="Tahoma"> </font></span></p> <p class="MsoNormal" style="margin: 0cm 0cm 10pt; line-height: 13pt" align="justify"><span style="font-family: ; line-height: 14pt"><font size="3" face="Tahoma">And if you are to send any more people to do work on this flat, which is owned by the Royal Borough of Kensington and Chelsea, and you manage the repairs and all other services, I need to know that the people are qualified. If you want to send people here, I want their identification to be correct and I want them to be named in the repairs service department data base so you can be confident and I can be confident of their ability to do the job.</font></span></p> <p class="MsoNormal" style="margin: 0cm 0cm 10pt; line-height: 13pt" align="justify"><span style="font-family: ; line-height: 14pt"><font size="3" face="Tahoma"> </font></span></p> <p class="MsoNormal" style="margin: 0cm 0cm 10pt; line-height: 13pt" align="justify"><span style="font-family: ; line-height: 14pt"><font size="3" face="Tahoma">It is obvious there are old customs and practices going on, and the suggestion with the changing TMO repairs services now going in the house does not fill me with confidence at this time.</font></span></p> <p class="MsoNormal" style="margin: 0cm 0cm 10pt; line-height: 13pt" align="justify"><span style="font-family: ; line-height: 14pt"><font size="3" face="Tahoma"> </font></span></p> <p class="MsoNormal" style="margin: 0cm 0cm 10pt; line-height: 13pt" align="justify"><span style="font-family: ; line-height: 14pt"><font size="3" face="Tahoma">Don't forget I am the one at the receiving end of all the nonsense that goes on. The TMO repairs Department no doubt is responsible not only to the Royal Borough of Kensington and Chelsea, it is responsible for putting things right when things are wrong for the clients or tenants or whatever you call us.</font></span></p> <p class="MsoNormal" style="margin: 0cm 0cm 10pt; line-height: 13pt" align="justify"><span style="font-family: ; line-height: 14pt"><font size="3" face="Tahoma"> </font></span></p> <p class="MsoNormal" style="margin: 0cm 0cm 10pt; line-height: 13pt" align="justify"><span style="font-family: ; line-height: 14pt"><font size="3" face="Tahoma">With regard to the specialist plumber. I would suggest that you don't shoot the messenger, and make it possible for you to hear what he has to say. Obviously this whole situation is a direct criticism of the TMO repairs Department and how they conduct themselves as individuals and representatives of the TMO. It is likely that people in the TMO will be defensive and obstructive because they have been allowed to get away with it for many years. And now is the time for the TMO repairs Department to listen carefully and to change their attitudes and behaviour, to change their working practices and to get the job done right first time. And because the TMO repairs Department is going to run an in-house service I hope that the necessary changes to get jobs done properly happens sooner rather than later.</font></span></p> <p class="MsoNormal" style="margin: 0cm 0cm 10pt; line-height: 13pt" align="justify"><span style="font-family: ; line-height: 14pt"><font size="3" face="Tahoma"> </font></span></p> <p class="MsoNormal" style="margin: 0cm 0cm 10pt; line-height: 13pt" align="justify"><span style="font-family: ; line-height: 14pt"><font size="3" face="Tahoma"> </font></span></p> <p class="MsoNormal" style="margin: 0cm 0cm 10pt; line-height: 13pt" align="justify"><span style="font-family: ; line-height: 14pt"><font size="3" face="Tahoma">From: (T) Complaints </font></span></p> <p class="MsoNormal" style="margin: 0cm 0cm 10pt; line-height: 13pt" align="justify"><span style="font-family: ; line-height: 14pt"><font size="3" face="Tahoma">Sent: Monday, August 19, 2013 4:23 PM</font></span></p> <p class="MsoNormal" style="margin: 0cm 0cm 10pt; line-height: 13pt" align="justify"><span style="font-family: ; line-height: 14pt"><font size="3" face="Tahoma">To: 'Don Oddy' </font></span></p> <p class="MsoNormal" style="margin: 0cm 0cm 10pt; line-height: 13pt" align="justify"><span style="font-family: ; line-height: 14pt"><font size="3" face="Tahoma">Subject: RE: photos of Flat 6 Curran House For Ms Shaw</font></span></p> <p class="MsoNormal" style="margin: 0cm 0cm 10pt; line-height: 13pt" align="justify"><span style="font-family: ; line-height: 14pt"><span style="mso-spacerun: yes"><font size="3" face="Tahoma"> </font></span></span></p> <p class="MsoNormal" style="margin: 0cm 0cm 10pt; line-height: 13pt" align="justify"><span style="font-family: ; line-height: 14pt"><font size="3" face="Tahoma">Dear Mr Oddy,</font></span></p> <p class="MsoNormal" style="margin: 0cm 0cm 10pt; line-height: 13pt" align="justify"><span style="font-family: ; line-height: 14pt"><font size="3" face="Tahoma"></font></span> </p> <p class="MsoNormal" style="margin: 0cm 0cm 10pt; line-height: 13pt" align="justify"><span style="font-family: ; line-height: 14pt"><font size="3" face="Tahoma">Thank you for your email of last Friday 16th August and for the two further emails received today.</font></span></p> <p class="MsoNormal" style="margin: 0cm 0cm 10pt; line-height: 13pt" align="justify"><span style="font-family: ; line-height: 14pt"><font size="3" face="Tahoma"> </font></span></p> <p class="MsoNormal" style="margin: 0cm 0cm 10pt; line-height: 13pt" align="justify"><span style="font-family: ; line-height: 14pt"><font size="3" face="Tahoma">1)<span style="mso-spacerun: yes"> </span>As per your request, I have forwarded the pictures below to our Customer Services advisor, Shereen Shaw</font></span></p> <p class="MsoNormal" style="margin: 0cm 0cm 10pt; line-height: 13pt" align="justify"><span style="font-family: ; line-height: 14pt"><font size="3" face="Tahoma"> </font></span></p> <p class="MsoNormal" style="margin: 0cm 0cm 10pt; line-height: 13pt" align="justify"><span style="font-family: ; line-height: 14pt"><font size="3" face="Tahoma">2)<span style="mso-spacerun: yes"> </span>Please note that Stuart Thompson has left the TMO and the new Repairs Manager’s is Briony Edlington;<span style="mso-spacerun: yes"> </span>our Customer Services team are currently progressing the leak issues and will update<span style="mso-spacerun: yes"> </span>you accordingly, I have been informed by Ms Shaw that a specialist plumber is due to attend this week</font></span></p> <p class="MsoNormal" style="margin: 0cm 0cm 10pt; line-height: 13pt" align="justify"><span style="font-family: ; line-height: 14pt"><font size="3" face="Tahoma"> </font></span></p> <p class="MsoNormal" style="margin: 0cm 0cm 10pt; line-height: 13pt" align="justify"><span style="font-family: ; line-height: 14pt"><font size="3" face="Tahoma">3)<span style="mso-spacerun: yes"> </span>Issues regarding your neighbour’s flat No 6 –thank you for bringing this matter to our attention. Our records show that we do not have any authorisation from flat 6 stating that you can advocate on their behalf that is why we will progress these issues further with the resident of flat 6 directly.</font></span></p> <p class="MsoNormal" style="margin: 0cm 0cm 10pt; line-height: 13pt" align="justify"><span style="font-family: ; line-height: 14pt"><font size="3" face="Tahoma"> </font></span></p> <p class="MsoNormal" style="margin: 0cm 0cm 10pt; line-height: 13pt" align="justify"><span style="font-family: ; line-height: 14pt"><font face="Tahoma"><font size="3"><span style="mso-spacerun: yes"> </span>Yours Sincerely</font></font></span></p> <p class="MsoNormal" style="margin: 0cm 0cm 10pt; line-height: 13pt" align="justify"><span style="font-family: ; line-height: 14pt"><font size="3" face="Tahoma"> </font></span></p> <p class="MsoNormal" style="margin: 0cm 0cm 10pt; line-height: 13pt" align="justify"><span style="font-family: ; line-height: 14pt"><font size="3" face="Tahoma">Ewa Sobczak</font></span></p> <p class="MsoNormal" style="margin: 0cm 0cm 10pt; line-height: 13pt" align="justify"><span style="font-family: ; line-height: 14pt"><font size="3" face="Tahoma">Complaints Officer</font></span></p> Anonymoushttp://www.blogger.com/profile/11612209078295041624noreply@blogger.comtag:blogger.com,1999:blog-3892939712377419384.post-1155316832917009102013-08-19T11:11:00.002+01:002013-08-19T12:02:11.213+01:00Water Damage Flat 6 Curran Housequote from TMO Repairs Dept Manager "A couple of actions that we agreed have been referred, in that the Area Surveyor will visit the flat below you to ensure that no water penetration is being experienced, which I do not believe to be the case, and I have also forwarded your details to the team who are involved with the Repairs Direct Engagement Panel, so you should expect some contact in the future in regards to your offer to contribute to the current project." Why would I want to be involved when repairs are like this?
<embed type="application/x-shockwave-flash" src="https://static.googleusercontent.com/external_content/picasaweb.googleusercontent.com/slideshow.swf" width="600" height="400" flashvars="host=picasaweb.google.com&hl=en_US&feat=flashalbum&RGB=0x000000&feed=https%3A%2F%2Fpicasaweb.google.com%2Fdata%2Ffeed%2Fapi%2Fuser%2F102268256142239842082%2Falbumid%2F5913768303639356305%3Falt%3Drss%26kind%3Dphoto%26authkey%3DGv1sRgCKaIpozB6LWmNQ%26hl%3Den_US" pluginspage="http://www.macromedia.com/go/getflashplayer"></embed><br><br>
<br>Previous Video Sent about my concerns about repairs<br>
<iframe width="480" height="360" src="//www.youtube.com/embed/4vFqu9WeuXQ" frameborder="0" allowfullscreen></iframe>Anonymoushttp://www.blogger.com/profile/11612209078295041624noreply@blogger.comtag:blogger.com,1999:blog-3892939712377419384.post-14562394008578186282013-08-19T11:06:00.001+01:002013-08-19T11:06:07.101+01:00Email To TMO Duty Surveyor<p>for advice and information on what I need do next <p><b>From:</b> <a href="mailto:donoddy@hotmail.com">donoddy@hotmail.com</a> <p><b>Sent:</b> Friday, August 16, 2013 12:37 PM <p><b>To:</b> <a href="mailto:sthompson@kctmo.org.uk">Stuart Thompson</a> <p><b>Cc:</b> <a href="mailto:esobczak@kctmo.org.uk">Ewa Sobczak Sobczak</a> ; <a href="mailto:cllr.coleridge@rbkc.gov.uk">Tim Coleridge</a> ; <a href="mailto:leader@rbkc.gov.uk">leader@rbkc.gov.uk</a> <p><b>Subject:</b> Re: Update - 12 Curran House <p>Dear Stuart, <p>Thank you for your email and the updates, which put me in a place of hopeful anticipation of good things to come. I am concerned however, the return of rodents and the return of plumbing issues have manifested in recent weeks. Following a blockage in the pipework a couple of weeks ago, I had to pull out the refrigerator and washing machine to clear up and was confronted by two mice running into the back of the cupboard's due to flooding caused by a blocked pipe. I reported the matter to the TMO and a few days later two plumbers spent several hours unblocking the waste pipe which runs from the kitchen sink and round the back to the main stack. <p>This morning, a call from the TMO asking me to wait in for a plumber because my neighbour number six below me reported flooding in her flat. I am waiting currently and writing to you at the same time about what is going on. I went down to see my neighbour earlier and her flat has suffered significant water damage which she informs me has been reported over the last few months. I had a look at the conditions in flat number six, the bathroom, the kitchen and toilet is dangerous at the very least for a disabled or able bodied person. There is damp, water dripping off the ceilings and significant mould in the kitchen. I have also been outside and looked at the brickwork between my flat and my downstairs neighbour, andthe wall is very obviously damp, not from rain, the brickwork looks like it is saturated with water. I can also see damp above me on the same wall. <p>I really don't know what to say next, and I don't know what needs to be done. I will document and photograph my downstairs neighbour's bathroom, toilet and kitchen and forward the photographs on if you would like me to. I am sure given our conversation and the positive responses that this must be an issue of some importance to you considering that these repairs over the last few months have been substandard, or one repair has led on to further damage and destructive interventions by people tasked with putting matters right. <p>I could do with some guidance with regard to next steps as a matter of urgency. The conditions in the flat below me, currently occupied by a disabled person, no one ought to be left living in those conditions, that is my opinion. Can you please advise what to do next, <p>Yours sincerely, <p>Donald Oddy <p><b>From:</b> <a href="mailto:sthompson@kctmo.org.uk">Stuart Thompson</a> <p><b>Sent:</b> Wednesday, July 17, 2013 10:49 AM <p><b>To:</b> <a href="mailto:donoddy@outlook.com">mailto:donoddy@outlook.com</a> <p><b>Subject:</b> Update - 12 Curran House <p>Dear Mr Oddy <p>May I thank you for your time on the 8<sup>th</sup> July 2013; I hope you were left in a positive frame of mind in regards to the work which is on going to set up the internal repairs service for the TMO. I found it useful to discuss the larger picture and review parts of the project which I am involved with. Whilst we expect some disruption in September 2013; I strongly believe there will be a long term improvement in one of our most important services that we deliver to our residents. <p>A couple of actions that we agreed have been referred, in that the Area Surveyor will visit the flat below you to ensure that no water penetration is being experienced, which I do not believe to be the case, and I have also forwarded your details to the team who are involved with the Repairs Direct Engagement Panel, so you should expect some contact in the future in regards to your offer to contribute to the current project. <p>I would like to thank you for taking the time to make your complaint, now that this case has been concluded I would hope that some lost confidence has started to return. Please do not hesitate to contact us in the future should you have any repair related queries. <p>Yours sincerely <p>Stuart Thompson <p>TMO Repairs Manager</p> Anonymoushttp://www.blogger.com/profile/11612209078295041624noreply@blogger.comtag:blogger.com,1999:blog-3892939712377419384.post-85704398396814012532013-08-18T11:50:00.000+01:002013-08-19T11:50:26.790+01:00Flat 12 Curran House Photos Of Problems<embed type="application/x-shockwave-flash" src="https://static.googleusercontent.com/external_content/picasaweb.googleusercontent.com/slideshow.swf" width="600" height="400" flashvars="host=picasaweb.google.com&hl=en_GB&feat=flashalbum&RGB=0x000000&feed=https%3A%2F%2Fpicasaweb.google.com%2Fdata%2Ffeed%2Fapi%2Fuser%2F100259051566942751175%2Falbumid%2F5913779173366043793%3Falt%3Drss%26kind%3Dphoto%26hl%3Den_GB" pluginspage="http://www.macromedia.com/go/getflashplayer"></embed>Anonymoushttp://www.blogger.com/profile/11612209078295041624noreply@blogger.comtag:blogger.com,1999:blog-3892939712377419384.post-78715948099695772062013-06-28T06:29:00.001+01:002013-08-19T10:57:29.946+01:00Update TMO June 27<div class="MsoNormal" style="margin-bottom: 0.0001pt;">
<span style="font-size: 12pt;">Dear Ms Sobczak,<o:p></o:p></span></div>
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<br /></div>
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<span style="font-size: 12pt;">thank you very much for the email, and
thank goodness for your recollections. I'm very pleased that the hamper will be
picked up on Monday morning, I took it out of the original box which was broken
and put it into a Marks & Spencer's canvas bag for easy movement. I'm sure
somebody can eat it, but in the main I do thank you very much, that I don't
want to be compensated or any gestures of goodwill. The only gesture of
goodwill I would like is for things to be fixed and put right.<o:p></o:p></span></div>
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<br /></div>
<div class="MsoNormal" style="margin-bottom: 0.0001pt;">
<span style="font-size: 12pt;">You can regard the whole of what has
happened over the last three months as a complaint about the RBKC TMO's office
as of now, although the original incidents are understood by me, and Mr Stuart
Thompson upheld my complaint, he was the one who said I was getting a hamper in
his email to me. Hence my desire, and in fact emphatic response that getting
matters right ought not to be rewarded or require an offer of a gift. I don't
want to benefit, other than the basics in my flat be serviceable. The more
people try to justify what has become a catalogue of errors and mishaps is
because people do not get the job done correctly in the first place and then
offer half-hearted and half meant if it all meant, apologies.<o:p></o:p></span></div>
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<br /></div>
<div class="MsoNormal" style="margin-bottom: 0.0001pt;">
<span style="font-size: 12pt;">When it comes to dealing with people
and getting the job done, surely it is a matter of common courtesy to treat
people openly, honestly fairly and with integrity. The number of people who've
come from Willmott Dixon, some more than once, and some who were just given the
job without any particular detail is obvious. So the tasking of Willmott Dixon
by the TMO repairs Department is at fault. Lack of good communication, has
further been demonstrated by the contractor who came to block the mouse holes.
I am not unhappy with what he told me and his approach to the problem, however
it was entirely different from the report or records submitted by the rodent
Department. If one half don't know what the other half is saying or suggesting,
is it any wonder that contractors become confused? And it is obvious that there
is a knee-jerk reaction. Sometimes people turn up unexpected, and then people
just don't turn up either at the time suggested or on the day you have
suggested in the past, and then said it was a different day and the contractor
could raise no one whilst I was actually here.<o:p></o:p></span></div>
<div class="MsoNormal" style="margin-bottom: 0.0001pt;">
<br /></div>
<div class="MsoNormal" style="margin-bottom: 0.0001pt;">
<span style="font-size: 12pt;">I do not think or feel that Stuart Thompson
is the right man to handle this complaint. He is part of the problem, and he is
probably quite agitated and angry at being challenged. So I do not expect
Stuart Thompson to be able to handle this complaint correctly. Robert Black, if
I remember correctly, is the person who was supposed to deal with this. It
seems to me you are asking "the physician to heal himself." Indeed,
in my experience, physicians cannot heal themselves. And if they try, they get
into trouble.<o:p></o:p></span></div>
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<span style="font-size: 12pt;">If you have read my blog, today you
will notice that following the previous contractor coming, he was able to clear
up the mystery and provided me with a scientific understanding of water levels
and how they rise and fall in the toilet. This is quite humorous and quite
serious because it is the first explanation I have received over the years
which makes any sense.<o:p></o:p></span></div>
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<br /></div>
<div class="MsoNormal" style="margin-bottom: 0.0001pt;">
<span style="font-size: 12pt;">I too can get things wrong and end up
feeling aggrieved when matters would have been dealt with, had somebody applied
common sense and gumption.<o:p></o:p></span></div>
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<br /></div>
<div class="MsoNormal" style="margin-bottom: 0.0001pt;">
<span style="font-size: 12pt;">Following on from the mouse proofing,
the actual state of kitchen cupboards and what is behind them is quite
startling. Dirt and grime and rodents with free and unrestricted access for
years. Part of the reason why I find this startling is the wind that blows up
through these areas and contaminates whatever I keep in the cupboards under the
sink and side areas. This is a very unpleasant discovery and something could
have been done had people been able to tell me the truth.<o:p></o:p></span></div>
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<span style="font-size: 12pt;">As I mentioned in my video, my
expectations always have been lowered whenever I have been involved talking to
the TMO repairs Department, and any of their representatives. So I'm not
expecting anything from them, other than justifications and nonsense. Indeed,
the more I can stay out of anything to do with the TMO repairs Department will
make me very happy and quiet. And by that I mean I do not expect or have any
expectations that the TMO repairs Department are capable of what other people
have described as, "going back to basics."<o:p></o:p></span></div>
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<span style="font-size: 12pt;">And in these times of austerity, I am
not expecting anything ever again. However, because there are other repairs to
consider I need to make them known to you and whoever has the capability to
deal with them:<o:p></o:p></span></div>
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<span style="font-size: 12pt;">The shower room floor needs attention,
it is uneven, and has come away from the glued side, wooden fastenings. And
there are places where the mastic needs replacing, following previous repairs.<o:p></o:p></span></div>
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<span style="font-size: 12pt;">In the kitchen, the window winder needs
attention and the mechanism fails to work.<o:p></o:p></span></div>
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<span style="font-size: 12pt;">The kitchen sink taps were secured in
place with mastic and need attention, because the mastic has worn away over
time, and thus causes water to get in under the sink.<o:p></o:p></span></div>
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<span style="font-size: 12pt;">It is my duty as the householder to
point these things out to you, and this I am doing.<o:p></o:p></span></div>
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<span style="font-size: 12pt;">Me and my health:<o:p></o:p></span></div>
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<span style="font-size: 12pt;">The consequences for me as an
individual with type I diabetes, diabetic neuropathy, and many other problems
associated with the disease have been complicated and it seems to me not taken
seriously. I did experience an infection and troublesome times because I
couldn't wash properly. Make no mistake, I'm very grateful for where I live,
and the help I have had, during the years of homelessness, it was a very
desolate and mentally disturbing time. When a person cannot care for themselves,
I recognise it is very difficult for anyone else to help.<o:p></o:p></span></div>
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<span style="font-size: 12pt;">And without doubt I do owe my life and
well-being to Council officers who recognised my plight and did their best to
help me. If it had not been for them, I would have perished. And this is why,
when I encounter the difficulties over the last few months that I despair with
regard to the attitude and behaviour of some parts of the council.<o:p></o:p></span></div>
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<span style="font-size: 12pt;">I am a very fortunate person, having
lived through the most difficult times. And if I am encountering problems like
these, I am not the only one. Indeed if we did a survey questionnaire,
depending on how the questions are posed, the view you would get of the TMO and
what it does and how it does it, it would be grim reading. So don't do that
because it is a self-serving instrument of consultancy. All that is needed is
to pay attention, look at the process, make it work and don't hide from
problems, simply solve them. If you run a department properly, operate within
budget, you know what you can do now and what you cannot do now.<o:p></o:p></span></div>
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<span style="font-size: 12pt;">And with regard to budgets, they are
set and if managed correctly, the budget is spent. I noticed in the council
newsletter and that umpteen million had not been spent. That is not a good
thing to show as an achievement, it is a failure of budgeting and management of
the budget.<o:p></o:p></span></div>
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<span style="font-size: 12pt;">In many ways the council is tremendous
and I take my hat off to those who are good at their jobs and get the job done.
I'm alive because of the compassion and support of many people within the
Council. And I do not doubt how difficult their job is when dealing with people
who are mentally disturbed and suffering and have no way out of their suffering
without help.<o:p></o:p></span></div>
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<span style="font-size: 12pt;">It is very easy to forget what the
council is there to do, that is RBKC, the TMO and all the people who really do
help as best they can. And it is easy to become embroiled in internal politics,
attitudes and behaviour which are self serving. I am trying to be helpful, even
though it seems a painful process, certainly for me, and certainly for other people
who need help with the simplest basics. And even if you can't do the basics, it
is better to know what you can do and what you cannot do, because there is
acceptance and that is recognised not only by your teams, but by the people who
are anxious to do their best and be good citizens again. And others,
simply to survive in some cases, and in other cases thrive again in some way..<o:p></o:p></span></div>
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<span style="font-size: 12pt;">I also recognise that the lack of
communication can lead me into assumptions about people and how they do their
jobs. And I can be wrong, and certainly I don't mind being better informed,<o:p></o:p></span></div>
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<span style="font-size: 12pt;">With regard,<o:p></o:p></span></div>
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<span style="font-size: 12pt;">Donald Oddy<o:p></o:p></span></div>
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<b><span style="font-family: Tahoma, sans-serif; font-size: 10pt;">From:</span></b><span style="font-family: Tahoma, sans-serif; font-size: 10pt;"> <a href="mailto:TComplaints@kctmo.org.uk" title="TComplaints@kctmo.org.uk"><span style="color: blue;">(T) Complaints</span></a> <o:p></o:p></span></div>
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<b><span style="font-family: Tahoma, sans-serif; font-size: 10pt;">Sent:</span></b><span style="font-family: Tahoma, sans-serif; font-size: 10pt;"> Thursday, June 27, 2013 4:34 PM<o:p></o:p></span></div>
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<b><span style="font-family: Tahoma, sans-serif; font-size: 10pt;">To:</span></b><span style="font-family: Tahoma, sans-serif; font-size: 10pt;"> <a href="mailto:donoddy@outlook.com" title="donoddy@outlook.com"><span style="color: blue;">donoddy@outlook.com</span></a>
<o:p></o:p></span></div>
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<b><span style="font-family: Tahoma, sans-serif; font-size: 10pt;">Subject:</span></b><span style="font-family: Tahoma, sans-serif; font-size: 10pt;"> RE: Update Complaint ref:84490 - 12
Curran House <o:p></o:p></span></div>
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<span style="color: #0d0d0d; font-family: "Arial","sans-serif"; font-size: 12.0pt; mso-fareast-font-family: "Times New Roman";">Dear Mr Oddy,<o:p></o:p></span></div>
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<span style="color: #0d0d0d; font-family: "Arial","sans-serif"; font-size: 12.0pt; mso-fareast-font-family: "Times New Roman";">Thank you for your
email below and for your further emails/video links/blog links received
recently. <o:p></o:p></span></div>
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<span style="color: #0d0d0d; font-family: "Arial","sans-serif"; font-size: 12.0pt; mso-fareast-font-family: "Times New Roman";">I note though that the
issues of mice proofing works have never been a part of your original complaint
case, you raised it with me later and this matter has never been treated as a
complaint, however I do appreciate your frustration with the overall
experience. I am sorry to hear that you feel insulted by the hamper received
from Willmot Dixon, we do recall that you have never asked for any
compensation, the hamper was only a good will gesture and not an intention to
insult you. <o:p></o:p></span></div>
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<span style="color: #0d0d0d; font-family: "Arial","sans-serif"; font-size: 12.0pt; mso-fareast-font-family: "Times New Roman";">As per your request,
we will collect the hamper, can you please confirm if next Monday, 1<sup>st</sup>
July, morning would be convenient?</span><span style="color: #0d0d0d; font-family: "Verdana","sans-serif"; font-size: 9.0pt; mso-bidi-font-family: "Times New Roman"; mso-fareast-font-family: "Times New Roman";"><o:p></o:p></span></div>
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<span style="color: #0d0d0d; font-family: "Arial","sans-serif"; font-size: 12.0pt; mso-fareast-font-family: "Times New Roman";">Our Repairs Manager,
Stuart Thompson will respond to your further comments/feedback by Monday 8<sup>th</sup>
July. <o:p></o:p></span></div>
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<span style="color: #0d0d0d; font-family: "Arial","sans-serif"; font-size: 12.0pt; mso-fareast-font-family: "Times New Roman";">Regards<o:p></o:p></span></div>
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<b><span style="color: #263860; font-family: "Arial","sans-serif"; font-size: 12.0pt; mso-fareast-font-family: "Times New Roman"; mso-fareast-language: EN-GB;">Ewa Sobczak</span></b><span style="color: #1f497d; font-family: "Times New Roman","serif"; font-size: 12.0pt; mso-fareast-font-family: "Times New Roman"; mso-fareast-language: EN-GB;"><br />
</span><b><span style="color: #263860; font-family: "Arial","sans-serif"; font-size: 12.0pt; mso-fareast-font-family: "Times New Roman"; mso-fareast-language: EN-GB;">Complaints Officer</span></b><o:p></o:p></div>
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Anonymoushttp://www.blogger.com/profile/11612209078295041624noreply@blogger.comtag:blogger.com,1999:blog-3892939712377419384.post-10130857471079876592013-06-27T12:02:00.003+01:002013-08-19T10:57:29.932+01:00TMO Repairs June 27July 27, 2013… Seems like a never-ending story and the story changes each and every time somebody comes to do something. It means I can be working from unreliable information supplied as each view of each person helps the story evolve differently. People make assumptions about why I might be reporting repairs. I guess I can make life more difficult by suggesting alternatives which in my opinion might be more cost-effective?<br />
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The Carpenter arrives yesterday after 11 o'clock. Promised between eight and nine last week, so the work can be done expeditiously and without too much inconvenience, given my health. Between last week, and today… Last week Willmott Dixon turned up on Friday when I was expecting somebody from the TMO repairs office. Willmott Dixon delivered a hamper, which I had asked not to be delivered, and yet at the time of delivery. I was trying to work out why Willmott Dixon had turned up and not the TMO. The hamper a gesture of goodwill by the contractors Willmott Dixon. I don't believe half of what is said these days, because what is said by different people leads me to different conclusions. And it makes me quite irritated that no one seems to know what the other ones are doing.<br />
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The repairs to properties of my landlord are carried out by the TMO repairs Department who contract the work to different companies. Depending on the nature of the complaint or repair and need for timely action is indeed the function of the TMO repairs Department. From March 27 to June 27, from a blocked drain to a shower room problem to rodents getting into my abode, the process, the miscommunications and lack of timeliness has been very frustrating. And still, the TMO repairs Department do not seem to be able to offer anything in terms of truthfulness about what has happened and is happening.<br />
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When the handyman came round, actually I should say the contractor, thought to be a carpenter by me, turned out to be helpful and yet programmed to deliver a different solution to the one offered. I spent quite considerable time clearing out areas in the kitchen so that the Carpenter could then fill in and make good holes in cabinets and cover-up the voids behind them. When the Carpenter came, he said, "what I need to do is find out where they are coming in, the mice, and block up the holes which cause them access." I was happy with this because that seems to be the right thing to do. So he went and got his tools, wire wool and some cans of expandable filler.<br />
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Meanwhile, with the quick discussion with the contractor about what appeared to be leaks in the toilet, I realised that there was a principle of physics, which had an impact, and to which I was totally ignorant in scientific terms, "Bernoulli's principle applies to the concept of fluid dynamics, and states that an inviscid flow – one without resistance or interference – can only be produced when an increase in the speed of the fluid occurs at the exact same time as a decrease in pressure or a decrease in the potential energy of the fluid. Any imbalance between these two properties results in interference in the substance's fluidity." So I am now very uncertain about previous comments to do with leaks from the soil pipe!<br />
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<br /><embed type="application/x-shockwave-flash" src="https://static.googleusercontent.com/external_content/picasaweb.googleusercontent.com/slideshow.swf" width="600" height="400" flashvars="host=picasaweb.google.com&hl=en_GB&feat=flashalbum&RGB=0x000000&feed=https%3A%2F%2Fpicasaweb.google.com%2Fdata%2Ffeed%2Fapi%2Fuser%2F100259051566942751175%2Falbumid%2F5894109594212139889%3Falt%3Drss%26kind%3Dphoto%26hl%3Den_GB" pluginspage="http://www.macromedia.com/go/getflashplayer"></embed>
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And then the contractor blocked up the holes which previously would have been concrete and brick with wire wool and expandable foam. All very good. If it works, I will be delighted to have less of a rodent problem.<br />
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I took some photos, it seemed an appropriate thing to do. Where once there was brick and concrete, and as a layman what looks like asbestos covering the floor, there is now wire wool and expandable foam. Although the building does not seem to be falling down, the option of wire wool and expandable foam instead of brick, concrete and what looks like asbestos, the solution may well be okay?<br />
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What I learned so far from yesterday's visit? Since I have been here, the rodents have had access through all the backs of the cupboard's in voids in the wet room, the toilet and kitchen. And that the extent of the holes in the kitchen cupboards was far more of a problem than I ever imagined. What it means for me is that for several years rodents have had access. And by the time I get to see the evidence, and have contacted the TMO about it, the problem has manifestly been bigger and more extensive than is obvious. I do commend the pest control Department for their part in this, putting down bait to kill them off, at the same time the access points and the holes for the rodents have been exposed for quite a few years prior to my living here.<br />
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I really am gratified to know the science behind what seemed to be a leak in the toilet, even though there is oxidisation on the copper pipes as can be seen in the photographs. And what suspiciously looks like asbestos in the floor behind the WC does concern me.<br />
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The backs of the kitchen cupboards are exposed, the pipework coverings on pipes from the boiler still have quite wide gaps. The toilet? And the bathroom/wet room floor has come off to a degree and the side wood panels/flooring are not glued correctly. Progress. I guess?<br />
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What happens next?Anonymoushttp://www.blogger.com/profile/11612209078295041624noreply@blogger.comtag:blogger.com,1999:blog-3892939712377419384.post-84452585102264669932013-06-26T10:38:00.001+01:002013-08-19T10:57:29.947+01:00RBKC TMO REPAIRS DEPARTMENT SUMMARY TO DATE<center><iframe width="560" height="315" src="http://www.youtube.com/embed/hy-ux70045k" frameborder="0" allowfullscreen></iframe></center>Anonymoushttp://www.blogger.com/profile/11612209078295041624noreply@blogger.comtag:blogger.com,1999:blog-3892939712377419384.post-56223400019334560242013-06-26T10:34:00.003+01:002014-07-28T12:47:24.345+01:00RBKC TMO Failure To Communicate<div align="justify" class="MsoNormal" style="margin: 0cm 0cm 0pt;">
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<span style="font-family: Tahoma; font-size: small;">July 18, 2014: update on flat 12 Curran House repairs and renovations.</span></div>
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<span style="font-family: Tahoma; font-size: small;">1. Rewiring</span></div>
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<span style="font-family: Tahoma; font-size: small;">The flat has now been rewired, the full rewire took 3 1/2 days to complete. The Electrical contractors did the very best they could, however the limits to which they can feed wires through the floors/walls was hampered by the kitchen units being installed over conduits which affected other areas that as well. As a consequence loss of space in cupboards. And conduits were put in when wires could not be pulled through. At first they are unsightly. And just like other people I have to live with it.</span></div>
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<span style="font-family: Tahoma; font-size: small;">The inspection by the supervisor after the installation was perfunctory and superficial. I don't have a problem with the inspection if that is what it was meant to be. However, as the system was previously assessed by professionals as in need of rewiring, I would have thought part of the inspection would include an assessment and testing of the system which had been installed. So as far as I know, the electrical installation has not been signed off, so it is not certified or certificated in anyway.</span></div>
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<span style="font-family: Tahoma; font-size: small;">I also understand that the main contractor employs subcontractors to complete the work on an ad hoc basis wherever they can get access. There is no accountability in this process as far as I can see, except of course for the TMO. The contractors were very affable, hard-working and did the job specified. It does not mean that the job has been done correctly and to the standards required by law, because it has not been tested.</span></div>
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<span style="font-family: Tahoma; font-size: small;">2. Walk-in shower floor and leaks</span></div>
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<span style="font-family: Tahoma; font-size: small;">Currently Keith Noble is overseeing the issue with the walk-in shower in my flat, which seems to be leaking into flat six below. As this issue has been going on for several years, and that previous surveyors from the TMO, who have valiantly argued that the walk-in shower is perfectly all right for a least a couple of years, it seems to me that the walk-in shower in my flat, not only seems to be an ongoing problem, it has become very expensive.</span></div>
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<span style="font-family: Tahoma; font-size: small;">For several months in 2013, due to holidays, getting the incorrect resources/replacement parts, unqualified people trying to do a job they are not able to do, last year was particularly difficult for a disabled person like me and the conditions I have. Some of which are caused by stress, distress and anxiety. The complaints I've made and shared with Robert Black, Nick Paget Brown, Tim Rees and everybody else has failed to yield any response. I was interviewed yesterday about the responses that I have received from the council and the TMO, and I suggested that the best word to use was "indolent “and to elaborate the word is described with these synonyms "lazy, idle, slothful, loafing, work-shy, shiftless, apathetic, lackadaisical, inactive, inert, lifeless, sluggish, lethargic, listless, languid, torpid, slow, slow-moving, dull, plodding; slack, lax, remiss, negligent, good-for-nothing; informal bone idle." Of course I could be wrong?</span></div>
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<span style="font-family: Tahoma; font-size: small;">3. Gas boiler bar pressure: the T Brown engineer who has been coming regularly to up the bar pressure in the gas boiler, suggested that I might try reminding the repairs department about the leak which may be in the system. And that the solution to the problem is a solution which can be put in the system to repair pinhole leaks. I don't know why this issue is ongoing because a very affable man from T Brown said he would get the job done. Unfortunately, whatever the solution may be, available on Amazon prime with next day delivery, is eluding the company presently.</span></div>
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<span style="font-family: Tahoma; font-size: small;">4. Repair to kitchen window: I'm delighted to report that after several months of waiting for new parts, the kitchen window winder and the kitchen window are now repaired.</span></div>
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<span style="font-family: Tahoma; font-size: small;">5. Pest control: I'm saddened and yet accepting that as a consequence of the rewiring, the mouse runs are now open again. I am sure the pest control officer will be around in the near future to put down more bait. All the work done to pest proof or mouse proof is to no avail.</span></div>
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<span style="font-family: Tahoma; font-size: small;">6. Damaged carpet: when taking out and installing the third new walk-in shower floor, the shower floor engineer managed to get some sort of bitumen type substance on my carpets in the hallway outside the walk-in shower. And also managed to get same substance further down the corridor to the kitchen, and also in the WC on the linoleum.</span></div>
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<span style="font-family: Tahoma; font-size: small;">7. Damaged draining board: although I'm delighted that my window winder in the kitchen now works, the first engineer knelt hard and bent the draining board. Fortunately for me Mr Noble had managed to get somebody in to bash out and then reseal the draining board. Although I advised the window winding engineer that the draining board would not take the weight of a human, after they had gone, having fixed my window winder, unfortunately the draining board was damaged yet again, and it does not drain properly and the drawer beneath will not open correctly.</span></div>
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<span style="font-family: Tahoma; font-size: small;">Conclusions:</span></div>
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<span style="font-family: Tahoma; font-size: small;">Damage to property which is owned by the TMO RBKC seems to be ongoing.</span></div>
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<span style="font-family: Tahoma; font-size: small;">Damage to my carpet</span></div>
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<span style="font-family: Tahoma; font-size: small;">Time served by me waiting for repairs, which now is in the months, and years, it seems to me that indolent is a good description of how the TMO RBKC operate. I like all the people who come here, they are affable and try to do what they can with what they have. Unfortunately all the reasons for the current problems are managerial, operations systems and procedures which do not work in the way intended.</span></div>
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<span style="font-family: Tahoma; font-size: small;">What to do? My job is to report and share what is going on. It is not my job to have to bring matters to your attention which ought to be routine and regularly resolved.</span></div>
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<span style="font-family: Tahoma; font-size: small;">In a commercial world, the conduct of the council and TMO would not be acceptable.</span></div>
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<span style="font-family: Tahoma; font-size: small;">We can love people, like people and even get to know people when they come and do what they can with the tools that they are given. And this is an expression I use quite a lot: "I can like and love people, at the same time I can hate their behaviour."</span></div>
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<span style="font-family: Tahoma; font-size: small;">Complaints department: whenever I have tried to get some understanding and sense of what will happen, the complaints department start that process with a 10 day to reply policy. I can imagine there is a 10 day lag because if I am experiencing these problems, I'm sure I'm not the only one. Until of course the worst case scenario happens: service users believe that the council and the TMO are useless and simply don't care. Once that is firmly established as a principal in the service user, the TMO and RBKC continue to be indolent. Of course I could be wrong?</span></div>
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<span style="font-family: Tahoma; font-size: small;">I am truly disappointed and feel very let down by the ongoing repairs never seemingly ending. And that renovations are simply not followed up in the way any commercial organisation would need to as a matter of compliance. And the health and safety issues…?</span></div>
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<span style="line-height: 14pt;"><span style="font-family: Tahoma; font-size: small;">I'm not sure how accountabilities and responsibilities work within the TMO and the RBKC. At the same time I do feel I ought to check with your ombudsman. In order for me to do this I do need to know who I ought to identify as responsible and set a process in motion which is acceptable under your systems and procedures which are very vague http://www.lgo.org.uk/</span></span></div>
Anonymoushttp://www.blogger.com/profile/11612209078295041624noreply@blogger.comtag:blogger.com,1999:blog-3892939712377419384.post-44963684203135240862013-06-26T10:28:00.000+01:002013-08-19T10:57:29.937+01:00Slideshow Repairs<center><embed type="application/x-shockwave-flash" src="https://static.googleusercontent.com/external_content/picasaweb.googleusercontent.com/slideshow.swf" width="600" height="400" flashvars="host=picasaweb.google.com&hl=en_GB&feat=flashalbum&RGB=0x000000&feed=https%3A%2F%2Fpicasaweb.google.com%2Fdata%2Ffeed%2Fapi%2Fuser%2F100259051566942751175%2Falbumid%2F5893715473396037089%3Falt%3Drss%26kind%3Dphoto%26hl%3Den_GB" pluginspage="http://www.macromedia.com/go/getflashplayer"></embed></center>Anonymoushttp://www.blogger.com/profile/11612209078295041624noreply@blogger.comtag:blogger.com,1999:blog-3892939712377419384.post-15152877473863717662013-06-24T10:42:00.000+01:002013-08-19T10:57:29.934+01:00Shower Room Ongoing<center><iframe width="480" height="360" src="http://www.youtube.com/embed/4vFqu9WeuXQ" frameborder="0" allowfullscreen></iframe></center>Anonymoushttp://www.blogger.com/profile/11612209078295041624noreply@blogger.com