Please can you give me an update on the points that have been raised to date.
Dear Mr Ninnim
As previously advised your matters are being looked into. Steve August is on annual leave so we will be unable to get an update until he returns on 17th August.
Ashley advises me the pathway works are beginning today with the ground workers. These works were held up due to a water diversion.
As soon as there is an update you will be advised.
Thank you for your continued patience.
I am surprised that your complaint handling process stops upon annual leave as this suggest that Steve’s holiday is more important than my issues. I am not alone in the frustration surrounding the communal area, especially as the in last communication (31st July) Steve he said you didn’t own it in order to divert responsibility. However, I have come to learn this was not true and still await confirmation for yourselves that you do own the land.
Do you think it’s right that I wait for Steve to return from his holiday?
I work in a regulated environment (Financial Services) where we have systems and controls in place to favour the right customer outcome. If we fail to do so, we have an ombudsman to protect the consumer. The FCA would not accept that a holiday was a sufficient reason not to deal with a complaint. I respect you are not regulated by the FCA but I would of thought that you would have internal processes.
Dear Mr Ninnim
The procedures for complaint handling do not stop when the Customer Relations Manager is on annual leave as there is a chain that should be followed and if the CRM is unavailable then it can be escalated to the Directors for consideration and response.
The team here have been liaising with the Site team to advise when the communal areas will be fully completed and will be advising you accordingly. In regard to the communal areas I had been advised that these will be adopted by a managing agent who will be responsible for the whole of the joint development.