Review Time
I have been a tenant for some time, and I fear that this honest review may lead to retaliation. On November 26th, my boiler broke down, leaving us without heat and hot water. I contacted the emergency service, as we have a disabled child at home. The service provider has also contributed to this ongoing issue. Over the past 14 days, three different technicians have come, including two plumbers who seemed uninformed. The technician who arrived yesterday was an electrician, and while he addressed some wiring, the boiler remains nonfunctional. The previous technicians incorrectly wired the valve and pump, and now, two weeks later, we still have no heat or hot water. I've had to place my wife and disabled child in a hotel twice for a night, which is all I can afford, as they needed a warm place to sleep. I reached out to the company, but they seem indifferent to responding. The escalation team, who might have provided us with proper heaters or a hotel, never answered their phone. True to form, the company promised us a callback, but we're still waiting. With the cold weather upon us, we're freezing in our home. My electricity bill will be exorbitant due to using two fan heaters to warm the living room and one bedroom for my disabled child. All the while, I'm still waiting for the escalation team. If a private landlord treated tenants this way, there would be consequences. Yet, with the company and local authorities, it seems they lack concern. Typically, the service is slow, often taking a month to resolve issues, which only exacerbates them. I reported a leaking shower nine months ago and had to follow up before someone finally came out on November 29th. My primary concern now is the dropping temperatures and the rising electric bill, as we all know how costly fan heaters can be. This situation is entirely due to the company and their service provider, who have failed us significantly.
I have an ongoing complaint from almost a year ago. I've been misled by several staff members regarding serious issues like drug dealing and violent behavior. Local housing officers have ignored numerous complaints and requests for help, severely impacting my mental health. They avoid taking responsibility and dismiss my concerns. I've followed every procedure, yet nothing has been resolved. Residents are treated as mere numbers without any regard for their well-being. Families with young children live here, and the lack of concern is shocking.
Avoid this company at all costs. They seem more interested in collecting money than in tenant safety. As a young woman in my early 20s, I endured five unbearable months of severe antisocial behavior from a neighbor in his 40s. He harassed and stalked me, and despite several police reports, the company was informed that they needed to take action and evict him. Yet, they did absolutely nothing. The harassment persisted, and my mental health suffered greatly. Their so-called concern for tenant safety was nonexistent. I was ultimately forced to leave my home, and now, eight months later, they have the audacity to tell the council to charge me money. My interaction with the complaints team was shocking; the lack of empathy for the financial and emotional turmoil I experienced was unbelievable. I had to pack up and move within weeks because they refused to protect me, and now they want to bill me? The representative I spoke to dismissed my concerns, simply stating that the case was closed. I explained that missed calls were due to work, but I was met with excuses. After I moved out, I received a letter stating the case was 'closed.' It was closed because I had to leave. Meanwhile, the man who harassed me continues to live there comfortably while I am being pursued for payments. This company has failed me in every way possible. Never rent from them.
I received excellent assistance today regarding a fencing issue that had escalated and was damaging our property. The representative was incredibly helpful, understood my concerns, and has taken steps to escalate the matter for resolution. I am very pleased with the support provided.
We had our bathrooms updated, but the contractor installed the wrong taps, resulting in lukewarm water. Additionally, a new extractor fan was installed, but there remains a gap that allows drafts. It's been weeks, and I still haven't received an appointment for the necessary fixes. In a previous review, I mentioned these issues, and while they sent a plumber, the customer service agent provided the wrong address, so the job wasn't completed. I wasted a day waiting. I rescheduled for a later date, only to have a nice technician come and inform me he couldn't assist because it needed to go back to the contractor. I've wasted two days already. I reported the hot water issue when I called, so why wasn't a job raised? Now, I'm stuck in a cold bathroom with no heating, and I have to wait on hold for ages to report these problems again. It's incredibly frustrating. I even contacted the contractor's head office, but they can't find any job raised under my address. It's been 15 days since my initial report, and I don't know how much longer I will have to wait for these issues to be addressed.
I've now moved to the second stage of the complaint process. The organization has been unresponsive regarding my urgent bathroom replacement needs. Several workers have come to assess the situation, confirming that it requires replacement due to issues like a blocked waste pipe and damaged tiles. The work was supposed to be completed in February, but they canceled without contacting me. I was told to wash in the kitchen sink, which was never feasible. Now I'm facing surgery, and my health has deteriorated due to the delays. The situation has been referred back to a property manager, who seems to be sitting on it. This organization tries to control the narrative, hoping tenants will give up. No department communicates effectively, and requests are ignored. We should have listened to others and avoided this organization!
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