Customer care leaves too much to be desired

30 September 2005

I am a tenant at the Isokon flats and I can say with certainty that Notting Hill Housing Association is not liaising with tenants to repair defects as it claims (Dream flats turn into nightmare, H&H September 23). And it would seem Makers [the building firm which carried out refurbishments] is virtually ignoring anything to do with Isokon snagging.

I contacted Notting Hill six weeks ago to inform them that the drainage system for the balcony has not been properly done and when it rains, water gathers in a pool at my front door. I was concerned that I would come home to a flood inside my flat.

Details were taken but I have heard no more and water continues to gather in a pool directly outside my front door whenever it rains.

Several weeks ago I inadvertently left my keys at work and found myself locked out. I called Notting Hill to ask if they could assist in any way and was told they could.

After a series of blunders on Notting Hill's part, the individual who came to assist informed me that the only action he could take was to break my door down.

After a four and a half hour wait (until 1.30am) I thought this quite farcical and refused. Finally he gained entry through my unlocked kitchen window and Notting Hill have now presented me with a bill for £132 which I am refusing to pay because they never told me of any charges at the time.

My experience of housing associations (two so far) is that they take a very poor attitude towards their tenants and miserably fail to embody the kind of customer care they so proudly claim in their brochures.

This aspect of their business is a sham and a farce.

Housing associations are in serious need of much closer inspection and monitoring by whoever may be deemed appropriate, but mostly they are self-regulating, which to me is a licence to simply do what they like. I was driven to breaking point by the last housing association I lived with. I hope this will not be a repeat experience.

NAME WITHHELD

I absolutely refute the quote attributed to me in your story about the Isokon flats.It is correct that the RIBA Awards judges were not aware of any defects when they visited the Isokon Apartments by Avanti Architects Limited. However this would not necessarily have affected its consideration for any RIBA architectural awards.

There are inevitably snagging issues with every building whether a new build or a refurbishment or conservation project.

The Isokon renovation at Lawn Road remains deserving of its place on the shortlist for the Crown Estate Conservation Award for the best work of conservation that demonstrates the successful restoration and/or adaptation of an architecturally significant building.

Tony Chapman

RIBA Head of Awards