One Housing - Worst company to deal with in the UK?

Rysmee

Hi everyone - 
I just need some advice on how to handle a company - in this case One Housing - who just flatly refuse to talk or even communicate with us at all. 
The story is explained here : https://forums.moneysavingexpert.com/discussion/6206611/shared-ownership-lease-extension-extortion
Since this post I have tried multiple times to get someone of any use on the phone. All that happens is that another 'customer service' team member fobs me off by knowing nothing about the company structure - and cannot (will not?!) give me any names of managerial members. 
Emails with important questions simply go unanswered. 
'Cases' get raised and not followed up on. 
I managed to find an email for the CEO - whether its correct or not it is another matter - but that has not been answered. 
I simply can't believe that a large UK based organisation that is supposed to be helping people - can suck people in and them treat them like prisoners. 
That's pretty much how we feel right now - prisoners in our own home that we are unable to sell and the only possible solution is to talk over with a company that is impossible to deal with. 
From a legal view point there must be some action we can take? some consumer rights that can help us?
Otherwise - what the hell is this country becoming?

tacpot12

You will find a list of the directors of the company here: 
https://find-and-update.company-information.service.gov.uk/company/04471904/officers
but I doubt this will help. You need to make a formal complaint about the service. 

Have you made a formal complaint about the lack of service?  It would be best if you could be assigned a case worker to deal with you issue. I would suggest this in the complaint as being one way to rectify the complaint. 

Once you have made a complaint and had a final decision, you might approach the Housing Ombudsman. I don't know if they will take this complaint on, but it they won't you need to sue the company. Your issue is that you can't get service from the company, but it's not clear on what basis they are supposed to provide you with this service.  Your home insurer may have a legal helpline you can call if you have Legal Expenses cover; they may be able to tell you on what basis the Housing Association must engage with you on the question of the lease. With that you can write a letter before action. Once they receive this, their solicitors should help them to find a solution to your lack of communication.  You still might end up in the situation where you can't afford what they want you to pay, and you can't change their mind about the valuation. The only option then is to keep savings, and improving your credit rating until you can get a personal loan to pay the amount they want.

At least your vent on MSE has alerted others to the problems of Shared Ownership and poor service from One Housing Group.