Refer to

14-Nov-2022
14-Nov-2022
Ms Mervelee Myers
16 Alma Grove
London
SE1 5PY
Dear Ms Mervelee Myers
Stage 1 response to your complaint ref: 2022000052
My reference: 2022000052
Please ask for: A.Watson
I have reviewed your complaint at stage 1 of our internal complaint procedure and am writing to provide you with HfW’s response.
You complained to HfW about:
· Lengthoftimetoreplace the broken radiator – Why is there no Inspection for 16 Alma Grove on the Customer Portal?
· Handlingofyour external door repairs – Refer to Research with University of Huddersfield
· Lackofcommunicationregarding the tree removal – H4W will be charged for COERCIVE CONTROL of Debbie Gilchrist led to her STROKE by not offeing the support needed to deal with her ALCOHOLIC addiction that caused her to be jailed. She teach me to communicate with her grey and white CAT.
· Outstanding repairs to the broken fence – It’s still not repaired.
· Lengthoftimetoreplace the glass to the communal door – Ms Gilchrist broken the glass twice 13th December 2021 and May 2022.
· Reportsofanti-social behaviour regarding your neighbour – DJ Beecham and Emua Ali will be charged for breaching the Equality Act.
I understand that to resolve your complaint you are seeking:
· Thefencetoberepaired
· Apologyregarding complaint handling – I was the Minute Taker for the Customer Scrutiny Panel.
· Clearcommunication regarding who is responsible for the tree removal – I am a member of the HOS Resident Panel.
· ForH4Wtoacceptnegligence – H4W will be charged with Queen Camilla for ITV News Documentary.
· Apologyforamemberofstaffhanging up the phone – Refer to the ASB Policy and County Court at Clerkenwell and Shoreditch VIOENT NUISANCES and CRIMINALS need ERT will be listed.
· Complainttoberesolved amicably – So who will pay for 23 years of Debbie Gilchrist and Devonshires Solicitors LLP?
In investigating your complaint, I have considered the following:
· Reviewedourpolicy
· Spokewithourcontractors
· Reviewedourcontractors’ systems
· Reviewedourservice standards
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. A heating engineer attended on the 27th October 2022 and advised there was nofault found and gave you a demonstration on how to use the Honeywell wireless room stat. He also wrote down instructions on how to operate it.
I therefore deem this part of your complaint not upheld. – Since I still have the RADIATOR I bought, H4W will be charged for DEFAMATION along with the County Court at Clerkenwell and Shoreditch and Devonshires Solicitors LLP and Tristan Salter.
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. I therefore deem this part of the complaint not upheld. Why did H4W wiped the Customer Portal?
Oninvestigating 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. H4W will be charged.
Wearesorry we were not clear in our communication and for the delay in responding back to you. H4W will be EXPOSED.
This section of the complaint is upheld.
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. H4W is in breach of this as the WIRE FENCE was replaced by WOOD and H4W had always replaced it when DAMAGED.
Onthe 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.
I therefore deem this section of the complaint upheld. Ms Gilchrist will be PUNISHED by GOD and has a STROKE she is blaming on me.
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. DJ Sara Elizabeth Beecham will be charged and exposed.
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.
I amsorry 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.
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.
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:
HfWComplaints Team
Sixth Floor, Blue Star House
234-244 Stockwell Road
London
SW99SP
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 a