You Said, We Did

You said...

• A tenant complained about the length of time taken to repair the aerial.

We did...

• We noted that there had been continuous issues with rodents chewing cables in the loft and that we had completed several repairs.  Our Pest Control contractor attended to treat rodent activity and proofing works was also completed around the eaves of the loft to deter entry of rodents and squirrels.  We instructed the aerial contractor to complete any further repairs and requested a job report to confirm the issues are resolved.

You said...

• A tenant complained that he had waited in for 2 days for a gas safety check to be carried out but no-one attended.

We did...

• We explained that the contractor had confirmed that they had been unable to gain access to the close so they then phoned the tenant but there was no answer.  The gas check was subsequently completed.

You said...

• A tenant was not happy that 3 electrical appointments were made by the contractor but had been cancelled without informing the tenant of this.

We did...

• We apologised to the tenant and instructed the contractor to ensure all appointment dates are sent to ng homes so that tenants can be notified should they be cancelled.

You said...

• A tenant complained that it took 3 hours for a joiner to attend after the tenant was locked out of the house

We did...

• We explained that ng homes repairs attendance target for emergency repairs is 4 hours therefore City Building attending within 3 hours is within timescale.

You said...

• A tenant refused access for a gas service as he said that he did not have any notice of it.

We did...

• We obtained a copy of the letter sent to the tenant by City Building to advise of the gas service and arranged another appointment.

You said...

• A tenant complained about the disturbance and mess caused by our contractor when tracing and repairing a leak.

We did...

• We apologised and arranged for the contractor to clean the tenant's carpet.

You said...

• A tenant complained about other tenants repeatedly throwing their litter from windows and spare land nearby becoming a dumping ground.

We did...

• We explained that we are endeavouring to find out who is littering and, although the land actually belongs to Glasgow City Council, we are working in partnership with the Council to keep the area clean and tidy.

You said...

• A tenant complained about not having received an offer of a property despite having submitted a transfer application some time ago for a more suitable property.

We did...

• We explained that the size and type of property required is very low turnover.  We encouraged the tenant to apply to other landlords and provided a list of Registered Social Landlords.  We also suggested the tenant get in touch with an occupational therapist to see if any adaptations could be made to the corrent property to make things easier.

You said...

• A tenant was not happy that 3 electrical appointments were made by the contractor but had been cancelled without informing the tenant of this.

We did...

• We apologised to the tenant and instructed the contractor to ensure all appointment dates are sent to ng homes so that tenants can be notified should they be cancelled.

You said...

• An elderly tenant was left without temporary heating when her heating and electricity was faulty as the contractor had not offered her temporary heating while awaiting a part to do the repair.  

We did...

• We apologised, arranged for temporary heating to be delivered and held discussions with the contractor to ensure temporary heating is offered at all times when a tenant’s heating is not working.  

• An owner ws flooded by a leak at the bath in a recently tenanted ng homes property which caused damage to the bathroom ceiling.

• We repaired the bathroom ceiling and noted the bath should be run at void inspection to ensure no leaks are present.

• A tenant was unhappy as she had said she had contacted us several times in relation to an arrears letters received and no-one had called her back

• We contacted the tenant to discuss the letter and advised that the Housing Officer had been on annual leave so had not received the message to call tenant.  Staff  were instructed to send emails to the Duty Inbox so that another Housing Officer can pick message up when a member of staff is on annual leave.

• A tenant was unhappy with the amount of call outs for a recurring repair as well as an ongoing squirrel problem.

• Our contractor advised us that there had been multiple no accesses to the property which contributed to the time taken to identify the issue.  Arrangements were made for a specialist to attend to investigate issues and the loft space to be inspected to see where squirrels could be entering.

• A customer complained about a lack of investment work being carried out in her kitchen and bathroom after it was assessed for work.  

• We explained the delay was due to the assessment taking place the week the Covid 19 restrictions were implemented and that kitchen and bathroom renewal has now been rearranged.

• A customer complained there was a lot of dust and mess left behind in the close by the contractor during kitchen, bathroom and rewires.

• We arranged for a deep clean of the close to be carried out once all the works in the close were complete. The contractor has taken this on board and will ensure that the jobs are checked at the end of the night and the closes are clean and clear.

• A customer was unhappy with rubbish that had been left behind by a previous tenant and a contractor working on behalf of ng homes.

• We apologised for the delay in the contractor emptying the bins after void and followed this up with contractor.