Following recent changes to Hyde’s repairs contractors, angry tenants made their feelings clear to Hyde’s Resident Services Manager at the most recent Tenants Association Meeting. Particularly angry were several residents of Hornby House who had badly affected by flooding and damage as a result of blocked drains. The following motions have been sent to the Hyde Group’s Chief Executive Officer and the Chair of the Board.
No confidence in Hyde’s management of the repair service
Kennington Park Estate Tenants’ Association wishes to register a vote of no confidence in Hyde’s management of the repair service.
In Hyde’s own words the service should ‘give residents a more efficient, flexible and personal service’. The experience of the residents of Kennington Park Estate is of a poor, badly managed inefficient service.
The experience of the service has been of:
- A lack of urgency in response to emergency situations
- Operatives attending to emergency call outs either an unacceptably long time after the initial call, (for example, at midnight) or not at all.
- Lack of fall back strategy in the event of failure of the lead repair contractor
- Lack of appropriately rigorous penalties applied against contractors for poor performance
- Lack of planned preventative maintenance
It is Hyde’s responsibility to monitor and manage the contracts and to ensure the contractors appointed to provide the service are competent to provide that service. Residents should not have to suffer a poor, chaotic service while Hyde senior managers flounder about trying to mobilise a new contract efficiently.
Kennington Park Tenants’ Association wishes to see an efficient, professionally delivered service restored within days as opposed to the several weeks senior managers appear to consider acceptable.
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No confidence in the Hyde Customer Service Centre/Call Centre
At its meeting on 27 November 2013, the Kennington Park Estate Tenants’ Association agreed the following motion:
The residents of Kennington Park Estate have no confidence in the Hyde Customer Service Centre/Call Centre.
Residents of Kennington Park Estate have expressed concern about the corporate call centre system since its introduction. The events of the last few weeks have justified that concern. The response from the Call Centre has been poor, unresponsive, inconsistent and unhelpful, particularly in relation to emergency situations reported by residents of Kennington Park Estate. With a very few exceptions, residents find the response from the Call Centre in some cases, patronising and dismissive, in some cases, unable/unwilling to keep residents informed of the action being taken to respond to the problem reported to the Call Centre, in some cases, unable/unwilling to pass on accurate information from residents to other staff and contractors.
Residents of Kennington Park Estate insist action is taken to remedy this unacceptable situation. Senior managers must manage the service offered by the Call Centre to ensure it is truly responsive to residents.
In the event that senior managers are not able to ensure an acceptable standard of service from the Call Centre, the system must be devolved to local level.
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Investment in regular planned and preventative maintenance needed!
The Kennington Park Estate Tenants’ Association wishes to register grave concern with reference to poor performance in terms of implementation of a planned and cyclical maintenance programme across the Estate.
Lack of appropriate maintenance has led to a spate of emergency situations as a result of blocked drains. This is just one example of the consequences of lack of investment in proper maintenance. Other examples include rain water drainage systems, door entry systems, cyclical decorations, refuse enclosure/chamber maintenance.
Hyde appears not to be fulfilling its responsibilities as a landlord. In order to account to residents for this poor performance, to demonstrate its commitment to residents and avoid further problems, Hyde is requested to consult residents with the utmost urgency on the planned and cyclical maintenance programme for HSH and ensure such work is undertaken without further delay.
KPETA 27 November 2013