Eden Housing Association/Karbon Homes Failing to do Boiler repairs and not responding to complaints

[stu007]

Hi Teddybear154

 

Shocking attitude of that housing association right when you say over the years you have complained about the drains has this been by phone calls only or have you put it in writing also who did you complain to was it just the housing officers?

 

Which housing association is it so I can do a bit of research to assist you.

 

The one thing I will say is this is a Health & Safety issue to start off with the first thing to do is phone your housing association and report this to the repairs team/section and report both drain as a health & Safety risk.

(Now make sure you get the individuals name, are told the priority for repair i.e. Emergency, Urgent, Routine)

[stu007]

Hi Teddybear154

 

This sounds just typical of a HA lets not update the tenant on the repair progress and you are having to do the chasing.

 

Now word of caution as the HA may or may not try to bill you for the window so you need to be aware of this.

 

You should not be chasing this repair the HA should be keeping you updated so I would now use the HA Complaints procedure and

 

Make a written Formal Complaint pointing out that the contractor employed by them to initially fix the window left glass particles

thoughtout your property to the front door and as you have children this was a Health & Safety risk that you were left to clean up.

You would also like to know why you have not been kept updated on this repair and due to this require copies of the following documents:

 

1. Complaints Policy (not the Complaints Leaflet)

2. Customer Care/Standards Policy.

3. Repairs and Maintenance Policy.

4. Right to Repair Policy.

 

 

(Now the reason you want the Policies as these are what they will use against Tenants/Service Users so you need to read for yourself whether they have actually followed there own Policies, if not you mark/highlight)

 

Also with the above check the HA Website to see if they are their and available to download.

Edited October 31, 2017 by stu007

[stu007]

Hi Teddybear154

 

Please do as I mentioned in post#7.

 

I can appreciate your frustration with not only the length of time this repair is taking but they compunded the matter by the HA maladministration in failing to order the glass which you only found out when chasing the HA for an update on this repair.

 

You should not be chasing the HA for an update on this repair they should be keeping you updated and they also should have informed you if this comes under the Right to Repair (so you need to request a copy of the Right to Repair Policy and whether that repair is a Qualifying repair under there Right to Repair.

 

Due to the HA Maladministration the glass was not ordered until you chased them for an update to be informed of this again this should not have happened. (yes replacement glass due to numerous different sizes etc may take time to arrive to be installed but the HA failed even order it until chased prolonging this repair)

 

Do Not be afraid to challenge the HA if they say to you it's xyz policy or procedure just think how do you know if what they are saying is correct you don't without seeing copies of those xyz policies and procedures that they may refer to so you can see if they have actually followed there own policies and procedures always challenge and ask for copies of them.

[stu007]

What you do when you get the policies is sit down with a highlighter or some maker and think to yourself from reporting the repair to theirs action to date and as you read the policy think to yourself "DID THEY DO THAT", if they didn't highlight/ mark it and when done you have a list of what they did not follow as per there own policy/procedure.

 

You then use there own policy/procedure against them by pointing out the policy and area of it they have failed to follow and ask them to clarify there actions. (always in writing to keep a good paper trail)

 

Can't wait to see the reply if they think the policies I mentioned you to ask for they may not have.

 

Couple of links for you to look at:

 

The Secure Tenants of Local Housing Authorities (Right to Repair) Regulations 1994: http://www.legislation.gov.uk/uksi/1994/133/made

 

Disrepair - using the right to repair scheme: https://www.citizensadvice.org.uk/housing/repairs-in-rented-housing/disrepair-what-are-your-options-if-you-are-a-social-housing-tenant/disrepair-using-the-right-to-repair-scheme/

[stu007]

Hi

To add to the above.

You also need to inform the Housing Association that to date they have failed to respond to your stage 2 Complaint on this matter dated XX/XX/XXXX.

Section 11 Landlord and Tenant Act 1985 states that a landlord must keep in repair and proper working order the installations in the property that supply heating and hot water this includes boilers and as I had no heating nor hot water and with disabled children this should have been dealt with as an emergency which you failed to do.

Due to the above I should not have to also remind you of your responsibilities under the Equality Act which in this situation you also failed due to having disabled children and left with no heating nor hot water for months at a time.

On the last engineers visit due to the water from the boiler leaking all over the electrics your engineers way of resolving the water leak from the boiler heat exchanger was to use the incorrect size washers and use some sort of glue/sealant which is incorrect for this boiler.

Your Engineer failed to check the electrics were safe and the next day the boiler failed once again.

I will also remind you of the Right to Repair Scheme:

https://www.communities-ni.gov.uk/right-repair-scheme#:~:text=The Right to Repair Scheme covers small%2C urgent repairs costing,or safety of the tenant.

I now require the following:

1. Clarification if those Engineers that came out to fix this boiler are Gas Safe Registered and there Registration Number.

2. Copy of your Right to Repair Policy not the leaflet.

3. Copy of your Complaints Policy not the leaflet.

4. Coy of your Compensation Policy not the leaflet.

5. List of your Nominated Contractors as your present Contractor seems unable to fix boiler issue or has no knowledge how to repair these boilers and wish to choose a different contractor which I am entitled to do so and if you refuse this I require full clarification as to why and which Housing Act/Legislation.

6. Due to the water from the boiler leaking onto the electrics and that I have lost any trust in your contractor ability to fix these boiler and the water leaking all over the electrics due to this safety issue I require an Electrical Inspection to be carried out and if this is refused I require full clarification as to the reason why with the relevant Housing Act/Legislation.

7. I require a copy of the details when this specific Boiler was installed into my property and a copy of the last Gas Safety Inspection Report.

Due to the above and your failures in this matter even ignoring a Stage 2 Complaint to date I now require a Letter of Deadlock so that I may proceed to the Housing Ombudsman on this matter.

 

Can you tell us which Housing Association we are dealing with?

With the above have a good read of the Right to Repair Scheme link as I bet they never told you about that nor that you are also entitled to ask for a list of there Nominated Contractors which they will have separate to the main contractor they are using as most Housing Association like to keep that hidden so tenants don't know about it

 

[stu007]

Hi

 

Ok letter below with the addition of a certain quote you mentioned as very relevant as should be mentioned and a few additions/amendments.

fell free to amend the below to suit your needs.

Make sure and keep copies of everything and get Free Proof of Posting from the Post Office.

 

 

Ende Housing Association

Enter Address Here

Date Here

Reference: Letter/Email Stage 2 Complaint Dated XX/XX/XXXX

Dear Sir/Madam

Further to the above you have failed to acknowledge nor respond in accordance with your own complaints procedure to a Stage 2 Complaint to date in a serious matter of your Boiler failing therefore no Heating nor Hot Water with Disabled Children within the property with numerous repairs out with your own time scales and failing due to the incompetence of your main contractor who seems incapable in dealing with these boilers and Gas Safety properly. 

May I also remind you of the promise you made to tenants when you went into partnership with Karbon Homes which to date is a completely false promise as your failures with GAS Repairs continue to date:

"We know how important gas servicing and repairs are to many of our tenants, and we are really looking forward to working in partnership with Karbon Homes to make sure our tenants receive a first-rate service"

Section 11 Landlord and Tenant Act 1985 states that a landlord must keep in repair and proper working order the installations in the property that supply heating and hot water this includes boilers and as I had no heating nor hot water and with disabled children this should have been dealt with as an emergency which you failed to do.

Due to the above I should not have to also remind you of your responsibilities under the Equality Act which in this situation you also failed due to having disabled children and left with no heating nor hot water for months at a time.

It is also the Housing Associations responsibility to keep there Tenants updated on repairs and if a Time Limit for a Repair need to be extended you are required legally to ask that Tenant for the Extension to be approved not just extend it on your own without informing the Tenant with a valid reason to get there approval which to date you have failed to do.

On the last engineers visit due to the water from the boiler leaking all over the electrics your engineers way of resolving the water leak from the boiler heat exchanger was to use the incorrect size washers and use some sort of glue/sealant which is incorrect for this boiler.

Your Engineer failed to check the electrics were safe and the next day the boiler failed once again.

I will also remind you of the Right to Repair Scheme which you have also failed to inform me of and require the compensation I am entitled to under this scheme due to your failures as my Boiler is a Qualified Repair under the Right to Repair Scheme:

https://www.communities-ni.gov.uk/right-repair-scheme#:~:text=The Right to Repair Scheme covers small%2C urgent repairs costing,or safety of the tenant.

I now require the following:

1. Clarification if those Engineers that came out to fix this boiler are Gas Safe Registered and there Registration Number.

2. Copy of your Right to Repair Policy not the leaflet.

3. Copy of your Complaints Policy not the leaflet.

4. Coy of your Compensation Policy not the leaflet.

5. List of your Nominated Contractors as your present Contractor seems unable to fix boiler issue or has no knowledge how to repair these boilers and wish to choose a different contractor which I am entitled to do so and if you refuse this I require full clarification as to why and which Housing Act/Legislation.

6. Due to the water from the boiler leaking onto the electrics and that I have lost any trust in your contractor ability to fix these boiler and the water leaking all over the electrics due to this safety issue I require an Electrical Inspection to be carried out and if this is refused I require full clarification as to the reason why with the relevant Housing Act/Legislation.

7. I require a copy of the details when this specific Boiler was installed into my property and a copy of the last Gas Safety Inspection Report.

8. Clarification why you are failing to inform Tenants/Residents if there Reported Repair is a Qualified Repair under the Right to Repair Scheme and there Rights under that Scheme as you are Legally required to do but fail to do this.

Due to the above and your failures in this matter even ignoring a Stage 2 Complaint to date I now require a Letter of Deadlock so that I may proceed to the Housing Ombudsman on this matter.

If you fail to acknowledge this letter within 7 days I will take that as your agreement to a Letter of Deadlock and will proceed to the Housing Ombudsman

 

 

[stu007]

Hi

Bet she read the last part of the letter to reply that quick especially as it mentioned if no response about deadlock letter.

She agreed she had taken to long to respond, actually she has breached Eden Housing own Complaints Procedure due to her Maladministration.

So what do you do now well you write/email and add to your complaint the repair contractors failure to come out the reason given and the re arrangements you had to make to accommodate that repair appointment that now did not happen and that you now have absolutely NO faith nor Trust in this Contractor and as stated you require Eden Housings list of Nominated Contractors.

Point to note anyone that comes out to deal with that Boiler or anything Gas wise within your Property as I assume it is Gas before you let them touch that Boiler or anything Gas wise you make sure and ask to see there Gas Safety Register ID Card and if they can't produce one then they don't touch that Boiler or anything Gas within your Property.

What is the Gas Safe ID Card? How to spot a fake - Gas Safe Register

WWW.GASSAFEREGISTER.CO.UK

---

All Gas Safe registered engineers carry a Gas Safe ID card. Always ask to see the card of any engineer working on your appliances. Find out what’s on the card and what it means.

 

My own Housing Association hated it when I done this and if no Gas Safety ID my response it to just go Bye you ain't getting in and make a Formal Complaint about the Contractor having no Gas Safety ID which is the reason I wouldn't let them in my property. They make sure not to make that mistake now and always have that Gas Safety ID with them as they know I will ask for it or they ain't getting into my property.

[stu007]

Hi

As this is to do with Gas I would agree to let Karbon Home carry out the repair on the understanding that an independent inspection of the Gas Boiler is carried out but you put the ball in your Court.

Amend the below to suit

(note if Karbon Home show up and you ask and they fail to show you Gas Safety ID Card do as in the below)

 

Eden Housing

Further to your Email dated XX/XX/XXX at XXXX Hrs

I agree to allow Karbon Homes to carry out this Repair and as I have previously stated I have lost all faith and trust in this contractor but will allow this and hope they are carrying there Gas Safety ID Card which I will be asking to see before I will allow them anywhere near this Gas Boiler.

If the Karbon Homes Contractor fails to show me his Gas Safety ID Card then they will not be Gas Safety Registered and therefore I will not allow the Contractor to carry out any work to this Gas Boiler and will immediately notify yourself of the issue.

If they do show there Gas Safety ID Card I will allow then to carry out the repair but this will only be on the understanding and I require clarification that you agree to an Independent inspection being carried out and that I am informed exactly which contractor you have chosen and that I must agree to that Contractor. If I do not agree with your chosen Contract for that Independent Inspection then you must give me an alternative Contractor and I require Clarification of this.

With the Independent Inspection of the Boiler I require to be given a copy of the Report of that Inspection and Clarification that this will be done.

As for you wishing to split my Complaint into two parts I DO NOT agree to this with a Stage 2 Complaint that you have previously failed to acknowledge until this further complaint and the only reason you responded was the threat of the letter of Deadlock and to date you are still in Breach of your own Complaints Procedure.

If you choose to split my Complaint into two part that is your choice but I expect a full response to my complaint in one letter and within your Complaints Time Limits which are Breached already.

I require Clarification if you are looking into the Compensation for having NO Heating and Hot Water for Months due to the complete failure of Karbon Home Contractor to fix this Boiler.

[stu007]

Hi

That is disgraceful that engineer on Saturday left that boiler in a unsafe condition

Ask Eden for that Engineers Gas Safety ID Card Number as you are reporting that he. left you boiler in a unsafe condition to the Gas Safety Register

Has the boiler been put in a safe condition or switched off?

The last thing you want is Carbon Monoxide leaking into your property and do you have a working Carbon Monoxide Detector in your Property?

[stu007]

Hi

Very good point on the Heating and Hot water Costs.

So you need to work out roughly how much extra electricity you have used and cost from when this all started right up to date and ongoing until that New Boiler is installed and then you add that to your Complaint as you want to be compensated for the extra heating costs due to Eden Housing Failure.

1. Due to the incompetence of Karbon Homes Engineers Failing to repair the boiler properly when this was reported last year to date.

2. Due to the incompetence of Karbon Homes Engineers further damaging the boiler causing a serious Carbon Monoxide leak resulting in Eden Homes have to approval a New Boiler which Karbon Homes nor Eden Homes are actually paying for as it is paid for by the Tenants Rents therefore Eden Homes should be recouping these cost from Karbon Homes.

3. This is a Serious Health & Safety issue the failing of Karbon Homes Engineers to not properly repair a Gas Boiler but ultimately leaving it in such a state with a serious leak of Carbon Monoxide which could have been potentially fatal a proper investigation into Karbon Homes Engineers needs to take place by Eden Housing.

4. The extra costs of having to use electricity for Heating and Hot Water from last year to date with Disabled Children in the property which Eden Home seems to have neglected to factor into all this by Breaching your own Complaints Procedure and the Equality Act in dealing with this.