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    • Hi   As promised here is a response I have put together for you please fully amend as required   Dear XXXXXXXXXX   Complaint Reference: XXXXXXXXXXXXX   Further to your correspondence on XX/XX/2021 I find your response unacceptable for the following reasons:   You felt there was a data breach due to maladministration as we had the incorrect email address for you. As previously advised, the email  was not sent to another individual but was undelivered due to having the incorrect email address. I   have requested a copy of the undeliverable message from our IT team. Once this has been received, I   will forward it to you. This has not been reported to our data protection officer as there was no breach. I  did also try to contact you by telephone to get the correct email address after it was returned to  us, but there was no answer   I disagree with the above for the following reasons:   a) The Housing Association that sent it to the incorrect email address  b) The Housing Association were fully aware of my email address as you have been responding to myself at my email address even when I initially reported this and had a response from your online portal. c) This was a potential Data Protection Breach irrespective that it was undelivered and should therefore be reported to your data protection officer. d) You were responding to my emails at the correct email address and the as previously stated when I initially report this and got a response from your online portal to my email address, you incorrectly sent the response to an email address due to typo errors in that email address by the individual that sent.  e) If the individual that sent that email to the incorrect email address due to typo errors was yourself then you have a Conflict of Interest in dealing with this matter as it involves yourself and someone else should be responding to that matter therefore I require clarification if it was indeed yourself that sent the email to the incorrect email address.   You feel that this should be a stage 2 as your response was out of time due to having the incorrect email address. You received the response one week after it had been originally sent, once you provided the correct email address. This would not meet the criteria for escalating to stage 2. I  had already offered compensation of £25 for the delay in responding to your complaint. My colleague that reviewed this for stage 2 has advised that an additional £25 could also be offered to compensate for the delay caused by not having the correct email address.  Please  note any compensation awarded would be offset against outstanding arrears in the first instance should there be any on your account.   I disagree with the above for the following reasons:   a) Your initial response was sent to an incorrect email address due to typo error irrespective that it was received one week later it was still out with the agreed stage 1 Time Limits therefore should be dealt with as a Stage 2 Complaint    Contents insurance is the responsibility of the resident to arrange. You are aware when you take on your tenancy that your personal belongings are your responsibility to repair and maintain, not A2Dominions. As such, any insurance to cover these items would have to be  arranged by the tenant. There is no requirement for us to advise of this. Your tenancy agreement gives a comprehensive overview of what is  A2Dominion responsibility. Should you have any queries about these. you can refer to the document   I disagree with the above for the following reasons:   a) As I was not aware of this by your staff when I took out this tenancy but you point out I was made aware therefore I would like to be provided with evidence from my housing file that I was informed of this when signing this tenancy agreement. If you cannot provide this then you cannot state that I was made aware at the time of taking up this tenancy. b) You point out their is no requirement for you to advise of this which I find astounding for any Housing Association to state this as they should be making any new tenant fully aware that Contents Insurance is required and the reason.   I  have been informed that the flood affected many members of the community that day. There were so many people affected that a local  support group was also set up. This shows that the issue was widespread, not just limited to affecting your property and also proves that the  issue stemmed from a wider mains issue. I do appreciate that there was a blockage in your drain which exacerbated the issue within your  property, but as advised in my stage 1 response, this was attended within our urgent call out timeframe of 24 hrs. This was then passed back  to Pyramid Plus as they were unable to dear the blockage, and follow on works were arranged. We are unable to attend to issues until we  know about them, and we attended as soon as this was reported to us.   I disagree with the above for the following reasons:   a) In a previous response you blamed the mains water companies issue therefore not the Housings issue now you have changed it to a wider mains issue yet as I preciously asked to be provided with evidence again you have failed to provide that evidence. b) The blockage which you have previously been in denial about and suddenly admitted and openly blamed the main previously you have know admitted. As this blockage I within your property boundaries and is inside internal in my property the Housing is responsible for that issue and the further damage caused. In reference to your request for the previous reports by other residents, we would be unable to provide that information to you. We  cannot discuss any reports by other residents under any circumstances   I disagree with the above for the following reason:   a) My request for how may tenants have complained about this you previously stated 'your system does not allow you to find this information' and now it is 'we cannot discuss reports made by other residents under any circumstances' I find this completely unacceptable as I did not ask this I only ask how many tenants had complaint about this issue whether it be one or ten as an example how difficult can it be as this does not breach any data protection laws and if you still insist on this approach then you can provide my with with full and I do mean full clarification as to your reason with which article and section of the data protection act you are using for your failure to comply with a reasonable request and your failure still to explain FOI.    
    • No!   Not because what you've written is wrong - it isn't - but because it's best to keep Simple Simon in the dark about how you are going to bat off his claim.   Look at   https://www.consumeractiongroup.co.uk/topic/393251-received-a-court-claim-from-a-private-parking-speculative-invoice-how-to-deal-with-it-hereupdated-jun-2021/   and then scroll down to   Q2) How should I defend?   Adapt the defence there.   The more you read up on VCS "no stopping" airport threads here the more you'll educate yourself on what needs to be done.
    • Defence :   1. No keeper liability as this is not “relevant land” under the POFA 2012 and I the defendant puts it to strict proof that VCS show as to who was the driver at the time. 2. No contract was ever offered by VCS, land is subject to own byelaws and signage is prohibitive so there can be no monies due as a result of either a contractual charge or as a result of a breach of contract.   is that enough?
    • ???? why have you been paying for repairs on a car that WAS NOT YOURS!!!   stick your camera on vdo and use a selfie stick under and in the engine compartment. too.   dx  
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Talk Talk contract fee


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Hi Folks, just been recommended to ask you guys for advice about my Talk Talk account. I had an ongoing 6 month complaint with Talk Talk regarding their appalling broadband service. Eventually I was upgraded to their best fibre optic speed(up to 70mg) but was still only getting 10-17 mg via their useless wi-fi router. I escalated my complaint to CEO level but didn't get a resolution so I went to bt instead and now have a charge of over £200 for discontinuing my contract. I went to the Ombudsman Service and they were totally on Talk Talks side and said the best they could suggest was a £30 refund for bad customer service but I would have to settle the account. Has anybody been in a similar situation or have a strategy I can follow to progress my complaint?Mark

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Dear oh dear, Talk Talk and their abysmal customer service!

 

It doesn't surprise me with the ombudsman's biased stance.

 

You could if you wished exhaust the Ombudsman's own complaints system reminding them that this is a service agreement, which TT failed to provide, therefore you

should be at liberty, dependent on the T&C's you signed, to cancel the contract should they fail to provide the service they have promised in the contract.

 

Have you had a really good look through the T&C's they agreed with you?

 

P.S. Welcome to CAG by the way :thumb:

Who ever heard of someone getting a job at the Jobcentre? The unemployed are sent there as penance for their sins, not to help them find work!

 

 

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I'm having the same issue with Talktalk, broadband keeps disconnecting itself every hour or so. After 2 weeks of complaining they said the had isolated they issue to a faulty router and sent me a new one, surprise surprise I still got the same issue!! Stupidly I still believe them, that it was the router, so last week i purchased a top of the range wireless router (D-Link DIR-850L) but as you can guess the internet still disconnects itself. I was recently with Sky and had no issues with internet what so ever!

 

Anyway I called again today to again complain and query about cancelling the contract, I was told the same thing; I would have to pay £206. When I tried to argue that they are not fulfilling the contract, they said that I'm not actually paying for the internet and it's complimentary service that comes with the phone line! BS no doubt, I hardly ever use the phone. They had the cheek to ask if I wanted to renew my contract to fiber optic at a cost of £10 extra a month (I currently pay £38 per month). Mark, were you charged for the upgrade?

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Hi- I did pay to move to fibre broadband originally yes. The problem I had was consistently low speed via their abysmal wireless router. The Onbudsmen informed me that no supplier is actually obliged to provide a service any better than "old style" dial up speeds due to current legislation of that sector. The wireless performance is not covered and the router is complimentary and under no obligation to actually work!

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Well IMO, if the wireless is part of the package and fails to work, then I would be demanding either a rebate, some extra 'perks' or at the very least something in lieu of their failed wireless.

 

Have you considered trading standards?

After all, unless it is written into the contract what the ombudsman is telling you, then again IMO, this would surely be very poor, or misleading advertising??

Who ever heard of someone getting a job at the Jobcentre? The unemployed are sent there as penance for their sins, not to help them find work!

 

 

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The wireless performance is not covered and the router is complimentary and under no obligation to actually work!

 

Interesting, because I have used my own router and the internet still cuts out after an hour or two. They have now agreed to sending an engineer out free of charge as a pose to the £50 they charge. Hopefully he can get it fixed.

 

I wouldn't mind paying to upgrade to fiber optic but that would mean starting a new contract which I'm not prepared to do, they sooner I'm finished with Talktalk the better.

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