The TMO: TMO Repairs Department

Reflections June 20, 2014

 

Recent experiences with the TMO, the TMO repairs Department and local council.

 

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.

 

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.

 

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.

 

Enter video caption here

 

 

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.

 

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.

 

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?

 

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.

 

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.

 

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.

 

The managerial competencies highlighted , which may be issues currently being experienced in a dysfunctional organisation:

 

Systems and procedures breaking down

 

Budgetary controls and expense management

 

Deployment of resources, human and material

 

Project mismanagement

 

Not listening to the service user, your "raison d'être"

 

Inability to communicate

 

Inability to listen or read communications

 

Inability to monitor and supervise contractors

 

Misuse of funds. Initiating unnecessary works

 

Not following through on legal requirements

 

Ignoring health and safety issues

 

Ignorance and contempt for service users

 

Misuse of information systems and technology

 

Utilising hierarchical bureaucracy to plead ignorance

 

Mismanaging middle management resources, causing conflict between command and control versus empowerment

 

Disempowering workers and supervisors, and continuous blame culture

 

Contracting and subcontracting with no proper controls and certainly not communications, which can lead to yet more health and safety issues

 

Disempowered workforce frozen and unable to function under conflicting directives

 

To Nick Paget Brown Tim Coleridge ; Robert Black ; Lorna Cunningham

Dear Mr Paget Brown,

 

Further to my recent emails, regarding health and safety issues, there has been some movement towards resolution.

 

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.

 

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.

 

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.

 

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.

 

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.

 

Yours sincerely,

 

 

 

Donald Oddy,

 

Flat 12, Curran house,

Lucan place,

Chelsea

London

SW3 3PG

 

 

		Flat 6 Curran House VIEW SLIDE SHOW DOWNLOAD ALL This album has 3 photos and will be available on OneDrive until 26/08/2014.

 

 

 

From: donoddy@hotmail.com

Sent: Wednesday, May 21, 2014 7:05 AM

To: Leader Paget Brown ; Tim Coleridge ; Robert Black ; Lorna Cunningham

Cc: John Griffin ; (T) Complaints

Subject: Fw: Health & Safety Issues / ongoing issues/repairs

 

Dear Mr Paget Brown,

 

the following written this morning:

 

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.

 

the following written yesterday:

 

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.

 

For your information:

 

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.

 

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.

 

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.

 

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.

 

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.

 

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.

 

Mr Paget Brown please help,

 

Don Oddy

Flat 12, Curran House

 

 

 

From: donoddy@hotmail.com

Sent: Friday, May 16, 2014 8:33 AM

To: Leader Paget Brown ; Tim Coleridge ; Robert Black ; Lorna Cunningham

Cc: david.watkins@eversheds.com

Subject: Fw: Health & Safety Issues

 

Dear Mr Paget Brown,

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.

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.

 

Don Oddy

 

From: donoddy@hotmail.com

Sent: Wednesday, March 05, 2014 10:31 AM

To: Lorna Cunningham ; Leader Paget Brown ; rblack@kctmo.org.uk ; Tim Coleridge

Subject: Health & Safety Issues

 

Do you think your departments understand health and safety issues thoroughly? And is 10 working days to respond the right response?

 

Don Oddy

 

From: (T) Complaints

Sent: Tuesday, March 04, 2014 4:50 PM

To: donoddy@outlook.com

Subject: Mr D Oddy, Flat 12 Curran House, SW3-Stewart Electrical

 

Dear Mr Oddy

 

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.

 

Kind regards

Ms Dulce De Oliveira Watts
Complaints Officer

0800 137111
www.kctmo.org.uk 
292a Kensal Road, London W10 5BE
P Before printing, please think about the environment

 

From: Don Oddy [mailto:donoddy@outlook.com]
Sent: 04 March 2014 11:48
To: (T) Complaints; Lorna Cunningham; Leader Paget Brown; Dave Stevens; Tim Coleridge
Cc: Nicola Rees
Subject: Stewart Electrical

 

To the complaints manager:

 

Illegal parking by contractors – Stewart electrical

 

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.

 

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.

 

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.

 

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.

 

If you need to know who the man was, I can send you his photograph.

 

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?

 

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.

 

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.

 

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.

Anonymous Surveyor Without A Clue October 1 2013

Anonymous Surveyor Without A Clue

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.

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.

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.

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.

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.

Can you please tell me what I might expect as a result of this particular visit?

Sincerely,

Donald Oddy

A Specialist Plumber Inspects

Update 21 August 2013

1) As per your request, I have forwarded the pictures below to our Customer Services advisor, Shereen Shaw

[reply: Thank you very much for passing on the photographs. Hopefully this will help send the right sort professional person to investigate flat six.]

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

[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.]

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.

[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.]

 

Update from specialist plumber:

 

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.

 

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.

 

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.

 

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.

 

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.

 

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.

 

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.

 

Summary:

 

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.

 

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.

 

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.

 

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.

 

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.

 

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.

 

 

From: (T) Complaints

Sent: Monday, August 19, 2013 4:23 PM

To: 'Don Oddy'

Subject: RE: photos of Flat 6 Curran House For Ms Shaw

 

Dear Mr Oddy,

 

Thank you for your email of last Friday 16th August and for the two further emails received today.

 

1)    As per your request, I have forwarded the pictures below to our Customer Services advisor, Shereen Shaw

 

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

 

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.

 

 Yours Sincerely

 

Ewa Sobczak

Complaints Officer

Water Damage Flat 6 Curran House

quote 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?


Previous Video Sent about my concerns about repairs

Email To TMO Duty Surveyor

for advice and information on what I need do next

From: donoddy@hotmail.com

Sent: Friday, August 16, 2013 12:37 PM

To: Stuart Thompson

Cc: Ewa Sobczak Sobczak ; Tim Coleridge ; leader@rbkc.gov.uk

Subject: Re: Update - 12 Curran House

Dear Stuart,

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.

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.

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.

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,

Yours sincerely,

Donald Oddy

From: Stuart Thompson

Sent: Wednesday, July 17, 2013 10:49 AM

To: mailto:donoddy@outlook.com

Subject: Update - 12 Curran House

Dear Mr Oddy

May I thank you for your time on the 8^th 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.

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.

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.

Yours sincerely

Stuart Thompson

TMO Repairs Manager

Flat 12 Curran House Photos Of Problems