Water damage from flat above on 11 occasions housing association tenant. [Merged]

Debi_m_

I got my stage 1 response and I’m disappointed and angry. I stupidly didn’t cite every incident but requested they read the repair logs as I’ve always reported it. They only mention this incident. I appreciate I can take it to stage 2, ombudsman etc but I’m so disappointed they won’t discuss the number of actual incidents. Can’t give any details, even minor about any repairs due to DPA. They told me about the faulty central heating upstairs though? How do people manage to resolve these issues when they hide behind DPA. They clearly love this woman and her children. I think a lawyer would be more appropriate not sure I can’t wait months with DPA excuses. HO didn’t bother to log other issues I have, not an important tenant clearly.

HampshireH

They don't "clearly love this woman"

If things aren't logged against your account then they do not have to share it hence the Data Protection issues in discussing another customers repair appointments 

A stage two complaint usually looks at whether the stage 1 has been handled correctly and has answered your complaint. If you haven't cited each complaint you have and they have responded to the points you did make them they may uphold the decision of stage 1

Follow the process. There is no need for a solicitor when there is an escalation process in place for starters.

You either resubmit your stagev1 (but their policy may likely state they don't accept repeat complaints of the same thing

Or you go to stage 2. You can also request full disclosure of all records on your file to support your allegation they haven't logged your issues. This would give you a chronological list to base your complaint on

Debi_m_

HampshireH said:

They don't "clearly love this woman"

If things aren't logged against your account then they do not have to share it hence the Data Protection issues in discussing another customers repair appointments 

A stage two complaint usually looks at whether the stage 1 has been handled correctly and has answered your complaint. If you haven't cited each complaint you have and they have responded to the points you did make them they may uphold the decision of stage 1

Follow the process. There is no need for a solicitor when there is an escalation process in place for starters.

You either resubmit your stagev1 (but their policy may likely state they don't accept repeat complaints of the same thing

Or you go to stage 2. You can also request full disclosure of all records on your file to support your allegation they haven't logged your issues. This would give you a chronological list to base your complaint on

There’s no issue discussing appointments, there’s issues with any details regarding constant flooding issues, contacting me back unless I raise a complaint etc. The tenant upstairs refused to have her floor lifted and I had to wait for further damage before any action would be taken. Some people know they have a “home for life” in social housing and do as they please. Is this common practice to refuse repairs?

I have video footage of most of the water incidents, it’s not that they don’t acknowledge these incidents, they just won’t discuss things, using housing officers on sick leave and new 1s taking over as excuses.

I’ve responded but I know what to expect. Once it’s fixed it will leak again and so on. Hopefully the ombudsman will help. My doctor is involved as it’s just soul destroying so hopefully that will help.

Debi_m_

Tenant upstairs has contacted local newspaper and involved the mayor’s office so I imagine it will be investigated this time.

SusieT

Debi_m_ said:

Tenant upstairs has contacted local newspaper and involved the mayor’s office so I imagine it will be investigated this time.

I have probably missed something obvious, but if it is the same tenant who was refusing to let anyone investigate who has gone to the paper and mayor, why did they not simply allow the floor to be lifted in the first place? It seems a bit backwards thinking to not allow an investigation and then go to the press I assume because nothing has been done? 
Regardless of that, I hope it gets someone moving and they find the problem and fix it properly so that it does not happen again.

Debi_m_

SusieT said:

Debi_m_ said:

Tenant upstairs has contacted local newspaper and involved the mayor’s office so I imagine it will be investigated this time.

I have probably missed something obvious, but if it is the same tenant who was refusing to let anyone investigate who has gone to the paper and mayor, why did they not simply allow the floor to be lifted in the first place? It seems a bit backwards thinking to not allow an investigation and then go to the press I assume because nothing has been done? 
Regardless of that, I hope it gets someone moving and they find the problem and fix it properly so that it does not happen again.

I’m not suggesting a paper will run a story (or this is even true) but when the complaint started the leak was resolved and someone called to inspect/paint the ceiling while new leaks had started to then receiving a stage 1 final response stating issues would be resolved once works were complete. It said works had been brought forward after a phone call.
The tenant has a very young baby and other reasonably young kids and the bathroom floor is totally mouldy and rotten according to her so I imagine the authorities would at least try and hurry the works a long.