Legal success benefits customers
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2nd December 2024
Customers
Following customer feedback we’ve brought legal challenge against a managing agent responsible for maintaining communal areas at three flat blocks in Bloxwich.
Customers at the blocks reported that the standards of maintenance in their communal areas did not reflect the service charges they were paying.
Our customers reported several serious issues:
- Unsafe communal doors that allowed anyone to enter the buildings.
- Tired and poorly-maintained communal spaces.
- Insecure communal post boxes leading to lost or stolen post.
These were significant concerns that we listened to and acted upon.
Taking action
Because whg does not own these blocks, as a leaseholder we had no control or influence over the managing agent appointed by the building owner.
We sought to resolve these issues amicably with the managing agent. However, despite our efforts the service remained unsatisfactory.
Legal action is always a last resort due to the cost, time and uncertainty involved but in this case we had no alternative. After a year-long process, we successfully challenged the building owner and signed a new management agreement in 2023.
In February 2024 we were able to take over responsibility for maintaining the internal communal areas which has allowed us to make positive changes.
What we’ve done
We have invested over £50,000 to bring the communal areas back to a standard we expect, ensuring they are clean, safe, and well-maintained:
- Installed new communal entrance doors to enhance security and provide peace of mind.
- Upgraded flooring in communal areas, giving the buildings a fresher, more welcoming appearance.
- Replaced communal post boxes with individual, secure letterboxes for each flat to prevent theft and protect residents from potential identity fraud.
Positive outcomes
These improvements have already led to higher customer satisfaction and a significant reduction in complaints. Our customers now feel safer and are happier with where they live.
Fay Shanahan, Corporate Director of Operations and IT, said:
“We are committed to providing our customers with high-quality services. When customers at these blocks raised concerns about the standard of service provided by the managing agent we took strong action. By holding the managing agent and freeholder accountable we’ve been able to deliver significant improvements.
“This success highlights our commitment to making a positive contribution to our communities. We’re delighted that by listening to and acting on customer feedback, we’ve created safer, well-maintained homes that residents can feel proud of.”
We remain committed to ensuring that all communal areas are clean, safe, and well-maintained, and we will continue to listen to our customers and act where necessary to improve the service we provide.
