Question
To the Board:
As Chairman of Yantlet Residents’ Group I have the following questions.
Why has the standards of services for which Residents pay for all but disappeared for these flats:
1. Caretaker Services have become non-existent for about 12 months now they slowly disappeared leaving walkways dirty and soiled the lift has had to be cleaned by residents and dirt is piling up in the door shuts.
The bin shoots have not been cleaned and disinfectant ever to residents and as a result we are experiencing a fly infestation, overflows on each landing are dirty and blocked never been cleaned.
2. Recently Yantlet had a complete window refit, but it left residents from the 2nd floor up with no way of cleaning the outside of them. When the estates manger was informed he visited the flats. I asked him about my windows on the 5th floor (the roof) he came in to show me how to turn them (he couldn’t) he sent a window company to show me he took one look at the windows and said you can't with these windows ,so it begs the question have you paid for the wrong windows.
3. Water rates seemed a little high and some residents asked the water company for meters only to find out that they are paying double the rate they would be on a meter. Several Residents have spoken to the Water board regarding a water meter and have been advised they are paying almost double to SEH than they should be why?
Thank you in advance
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Response
Standard of Services: Caretaker Services
The Estate Services Team Leaders attended Yantlet to assess the cleanliness of the building internally and externally. Whilst on site they completed a walk of the block and grounds with the Chairman of the Yantlet Residents’ Association. The cleanliness of the building, repairs, and tenancy-related issues was discussed with the Chairman at this time.
The Estate Services Team Leaders have since arranged for the building to receive a deep clean, including machine cleaning the landings, and clearing surface debris from the drains, the Caretaking team commenced the deep clean on Tuesday 12th July, the lifts and treads have been cleared of debris, cleaned and sanitised. The stairwell has been swept, ledges dusted, and de-cobwebbed, and the bin room and bin area have been cleaned and sanitised to bring the block to the agreed B standard as agreed with residents more widely.
Our waste management contractor Veolia has replaced the damaged food waste bin which is now on site. The Caretaking team will be continuing the deep clean to ensure Yantlet is maintained to an acceptable B level in line with our Caretaking and Cleaning standards, the Estate Services Team Leaders will continue to complete regular site visits to inspect the quality of the service provided.
Lauren Anderson has liaised with the Repairs Team to raise the necessary repairs and informed the Tenancy and Support Services Team Leaders of the tenancy-related issues that were discussed, so the appropriate action can be taken.
Windows at Yantlet
The replacement window scheme, undertaken in 2019/20, used the configuration of the original windows and were undertaken using the FENSA approval scheme.
We were made aware of a new resident on the top floor having issues with cleaning a fixed pane on their window and was accessing the roof area (potentially) to undertake cleaning. From a safety perspective this was not satisfactory and Yantlet has now been added to the window cleaning contract, including the windows affected.
In hindsight it is felt that a little more emphasis at design stage could have been had prior to replacement. Notwithstanding, having professional cleaners engaged to reduce risks to our residents is the most practical solution.
Water Charges
If the water company deems that a meter can’t be fitted (as has happened in our Part 2 Sheltered Schemes) then the tenant can apply to the water company for an assessed charge instead. The water company will then assess the charge that the resident should pay based on their assumed usage. The tenant will stop paying water rates to SEH and will pay directly to the water company if they have a water meter fitted or move to an assessed charge.
A tenant does not need to contact SEH if they wish to change to paying for their water directly. The need to speak to the Essex & Suffolk Water who will facilitate the request. If the tenant lives in a block it is unlikely a meter will be fitted but the tenant would instead be offered an assessed charge.
The SEH charge is possibly higher as the SEH charge is based on rateable value. This is the charge all households pay that are not either on a water meter or on an assessed charge.
It may also be helpful to note that it may be advantageous to residents paying their water rates as a part of their rent, as it means they can spread the cost on a weekly basis whereas they cannot do that through any direct payment method to the utility company. It is for that reason the Council has continued to include the water rate element within the overall rent.
