I am writing to make a formal complaint regarding the unacceptable delay in repairing my toilet seat, which is creating a serious risk of injury.
I have only just returned home from hospital, where I was treated for a musculoskeletal (MSK) condition. Due to my current physical condition, I am at high risk of falling and injuring myself. At the same time, my toilet seat broke. Using an unstable toilet seat is extremely dangerous for me and could easily result in a fall, serious injury, or hospitalisation.
I contacted Peabody immediately to request an urgent repair, as the original installation was faulty. Peabody arranged for MPT Subcontractors to attend. Their technician, Anthony, attended the property but informed me that his manager, Steve, had not authorised him to carry out the repair, and therefore he could not fix it.
I then contacted the Peabody repairs department again and was given the contact details of Kevin, who installs toilet seats for Peabody. I clearly explained that this was an emergency situation due to my health condition and that the repair was urgently needed. Kevin promised to call me back, but failed to do so. Despite repeated attempts to contact him, I received no response. Yesterday, he stated he would get back to me by the end of the day, but once again failed to do so.
This lack of action is completely unreasonable and unacceptable, particularly given the clear health and safety risk involved. I am now left in a desperate situation, unable to safely use my own toilet.
If I were to suffer an injury as a result of this delay, Peabody would bear responsibility for failing to act on a clearly reported health and safety hazard.
I therefore request immediate action to resolve this matter without further delay. Please treat this as a formal complaint and urgent repair request.
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At Peabody, we look after 108,000 homes, with 220,000 residents across London and the Home Counties. We also provide care and support services for more than 26,000 customers.
Our mission is to provide quality homes and help build communities and neighbourhoods. We’re focused on getting the basic right - keeping homes safe, comfortable and well-maintained. But we also want our residents to feel our support when they need it most.
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