My reference: 2022000052
Please ask for: A.Watson
Dear Ms Mervelee Myers
Stage 1 response to your complaint ref: 2022000052
I have reviewed your complaint at stage 1 of our internal complaint procedure and
am writing to provide you with HfW’s response.
MM Response: Why did HfW wipe the Portal?
You complained to HfW about:
• Length of time to replace the broken radiator
• Handling of your external door repairs
• Lack of communication regarding the tree removal
• Outstanding repairs to the broken fence
• Length of time to replace the glass to the communal door
• Reports of anti-social behaviour regarding your neighbour
I understand that to resolve your complaint you are seeking:
• The fence to be repaired
• Apology regarding complaint handling
• Clear communication regarding who is responsible for the tree removal
• For H4W to accept negligence
• Apology for a member of staff hanging up the phone
• Complaint to be resolved amicably
MM Response: The above would have occurred over the years I lived here from December 2000 to date.
In investigating your complaint, I have considered the following:
• Reviewed our policy
• Spoke with our contractors
• Reviewed our contractors’ systems
• Reviewed our service standards
MM Response: I was a member of HfW Customer Panel as the Minute Taker. Most of those involved with the TERRORISM are new to HfW.
I spoke with our heating contractor Watret with regards to the broken radiator. They
advised there were no repairs reported with regards to a broken radiator in the last
six months but there have been repairs raised regarding the heating not working. MM Response: Why has HfW wiped the Portal? The heating was on 24/7 and not going off. So I did not report it was not working at this time. However, I have a radiator I bought when the heating was not working as proof.
A heating engineer attended on the 27th October 2022 and advised there was no fault
found and gave you a demonstration on how to use the Honeywell wireless room stat. MM Response: The attending of the Heating Engineer has nothing to do with my complaint.
He also wrote down instructions on how to operate it. MM Response: I find this remark to be discriminatory and in breach of the Equality Act 2010 Protected Characteristics.
I therefore deem this part of your complaint not upheld. MM Response: All those involved at HfW must be charged for Elder Abuse. I have documented evidence online to back up my stories about H4W terrorism.
I reviewed our contractor, MCP’s portal to investigate the repairs reported regarding
your front door. There are no reports in the past year, of a repair being raised
regarding a fault to the lock on the front door. MM Response: Why was the Portal wiped and where or who did HfW sent the Report to on 14/11/2022?
I therefore deem this part of the complaint not upheld. MM Response: HfW refer to YouTube and websites.
On investigating the communication between H4W and yourself, I was unable to find
evidence that demonstrated we had been clear with a decision regarding the tree
removal. I can confirm that it is the resident’s responsibility to maintain the garden.
This will include the removal of a tree. MM Response: In conversations with MCP I was given information that caused MCP to make several visits to Alma Grove.
We are sorry we were not clear in our communication and for the delay in responding
back to you.
This section of the complaint is upheld. MM Response: HfW will not getting away acting like the terrorists they have become and collaborating with the neighbour to traumatise me and my husband.
It was reported on the 23rd February 2022 a repair to the gate and fence was
required. A make safe was carried out but inline with our policy, it is the resident’s
responsibility to repair/replace a fence that divides two gardens. After reviewing the
photos held on the contractor’s portal that the fence in question divides two gardens.
We therefore are unable to fulfil your request by repairing/replacing the fence. MM Response: When did these changes happen? Why did HfW wiped the Portal about repairs from I moved here in 2000?
On the 22nd May 2022 it was reported to our repairs contractor, the communal door
had a smashed pane of glass. A board up was completed to the broken glass on the
22/05/2022. The glass was replaced on the 18th July 2022 which is outside of our
standard timescales. MM Response: What about the smashed glass on 12-13/12/2021 when the Police was involved? The glass was not replaced until almost a week later. During December 2021 to 22nd May 2022 there were incidents leading up to the neighbour smashing the glass again. Because HfW joined the SYSTEMATIC DISCRIMINATION of MERVELEE MYERS to push me over the edge.
I therefore deem this section of the complaint upheld.
I have requested an anti-social behaviour case is opened on your behalf. My colleague
from the complaints department will contact you with the case reference number.
I was unable to find any evidence of a complaint being logged relating to the above
issues you have raised with us. Therefore, I am unable to review the complaint
handling. MM Response: Refer to the letter of April 2019 about the catalogue of DISCRIMINATION. Why did HfW wipe the PORTAL?
I am sorry you had to report a staff member terminating your call when you contacted
us. We take reports of poor conduct by our inhouse staff and contractors very
seriously. We appreciate that you found this experience unpleasant, and we assure
you that it was not representative of the services we aim to deliver. MM Response: I find this statement to be REPUGNANT and REPULSIVE after HfW issued me with ASB. It was not once, every time I called this was the response from the time Samantha Gibbs did it to me. Therefore, HfW will be charged with TERRORISM.
This concludes Stage 1 of our internal complaints process. I am sorry that you had
cause to complain to HfW. I hope that this letter shows that your feedback has been
fully considered and hope that you are satisfied with this response. MM Response: How can HfW expect me to be satisfied with this response after the TRAUMAS they caused me and my 99-year-old husband, after I gave them every chance to make amends and put the matter right.
If you are dissatisfied with our response, you should reply within 20 working days
explaining why you remain dissatisfied and what you are seeking as an outcome. This
reply should be addressed to: complaints@h4w.co.uk or by hard copy to:
HfW Complaints Team
Sixth Floor, Blue Star House
234-244 Stockwell Road
London
SW9 9SP
Your complaint will then be reviewed by the Director of Operations at stage 2 of our
internal complaint procedure as outlined in our Complaints Policy. A copy of this
policy can be viewed online at:
https://hfw.org.uk/media/70234/complaints-policy-sept-2021.pdf
As a registered social landlord, we strive to adhere to the principles outlined in the
Housing Ombudsman’s Complaint Handling Code, which can be viewed online at:
https://www.housing-ombudsman.org.uk/wp-content/uploads/2020/11/Complaint
Mervelee Myers Mental Health & SEND Advocate.
Fight4justice 