Reference: 109 | Received: 28 Nov 2023 | Responded: 6 Dec 2023

Observation: When we have previously asked for an asbestos log/assessment, you have not been able to provide one, are these in place and how do we get a copy? will this be managed better in the future?

Reply: Thank you for your comment. Please can you chase this through Mears who should be able to provide you an update.

Reference: 28 | Received: 26 Oct 2023 | Responded: 31 Oct 2023   

Observation: KPI's need to include tenant leaseholder satisfaction and complaints.

Reply: In 2023 the Regulator for Social Housing has introduced new Tenant Satisfaction Measures that will enable residents to scrutinise MKCC's performance and give us insight about where we can improve. The Tenant Perception Survey captures residents' perspective about multiple aspects of what we do, to include repairs as well as complaints handling. For more information please visit Housing Performance and Data.

Reference: 20 | Received: 25 Oct 2023 | Responded: 27 Oct 2023   

Observation: My general observation is that this process seems rather heavy handed. Surely the key issues are 1) quality of service ie will they do a good job in a timely fashion and 2) cost ie are the costs going to be fair and in line/better than previous years.  I assume that due diligence will be done to ensure that the contractor is well qualified but regarding point 2, at this stage, I can’t find reference to whether the costs have been considered. (I see that I can only comment on one contract at a time so I’m going to copy and paste this into each section as my observations are the same for each contract)

Reply: Thank you for your observation. Your comments align to the consultations’ four key reasons why we are looking to change the current repairs, maintenance, and investment arrangements, as highlighted in the letter you received.

Reference: 110 | Received: 28 Nov 2023 | Responded: 6 Dec 2023

Observation: I have requested a condition survey on a number of occasions due to large cracks appearing in the building and you have sent a multi skills operative, who took pictures on their phone and we never heard any more.

Reply: Thank you for your comment. Please can you chase this through Mears who should be able to provide you an update.

Reference: 21 | Received: 21 Nov 2023 | Responded: 6 Dec 2023

Observation: I’ve had endless surveys done over the last 3-4years on my house. I’ve been complaining about mold, leaking roof, windows, since 2009. I’m sti waiting for someone to do something about a the issues. I’ve been promised a new bathroom FOUR times in the nearly 23 years I’ve lived in my house and I’m still waiting. I was promised new windows and doors in February, I’m still waiting. Mears and MKCC have been repeatedly negligent and I have no choice but to take legal action. Mears have made millions out of MKC/MKCC and yet my house is still in a state of disrepair to the point I’m being charged bedroom tax on a room that I actually have to use because I can’t sleep in my own bedroom because the mold is bad for my asthma. I don’t have any faith in MKCC being any better at maintaining their housing stock themselves, there’s been so much waste and mismanagement that I actually think it will only get worse. So now I assume I’m in a holding pattern where MKCC won’t repair house as everything is in limbo. So instead of it costing a several thousand to maintain and repair my house it’ll now cost tens of thousands in compensation as I’ll also be suing for personal injury, the deterioration in my health has been caused by the mold and I’m fed up of Mears employees walking into my house and sucking air through their teeth and nothing being done. You’ll probably tell me this isn’t the platform or place to complain but it absolutely is. Everyone needs to know what a nightmare it is to be an MKCC tenant in a house that’s falling apart. And don’t get me started on the unfinished kitchen and the sinking floors in the bedrooms! It’s a horror story of a house and it’s literally killing me! 

Reply: Thank you for your feedback. Please report any repairs as you normally would so that the contractor can follow up. Your feedback on clarity of what will or will not be done to homes is noted, along with the feedback on MKCC doing repairs and other works versus a contractor.

Reference: 37 | Received: 5 Nov 2023 | Responded: 10 Nov 2023

Observation: What do you mean by 'Stock Condition'? A casual glance? A surveyor's full report? Full set of working drawings? The lack of the last has proved critical recently' especially with regards to technical details of a heating installation being extended.

Reply: Thank you for your question. The condition survey will be a full stock condition survey of the property. The survey will be undertaken using a pre-determined format set up in our asset management software. Suppliers will be required to update our asset management system completing set fields. Where we have existing data, this will be reviewed and verified by the surveyor and updated with regard to component install year, replacement year and observations. Any missing components will be collected with the same data noted. Where we have no existing data, data will be collected from scratch. Our survey template covers all main dwelling components. Drawings do not form part of our data collection.

Reference: 20 | Received: 25 Oct 2023 | Responded: 27 Oct 2023

Observation: My general observation is that this process seems rather heavy handed. Surely the key issues are 1) quality of service ie will they do a good job in a timely fashion and 2) cost ie are the costs going to be fair and in line/better than previous years.  I assume that due diligence will be done to ensure that the contractor is well qualified but regarding point 2, at this stage, I can’t find reference to whether the costs have been considered. (I see that I can only comment on one contract at a time so I’m going to copy and paste this into each section as my observations are the same for each contract)

Reply: Thank you for your observation. Your comments align to the consultations’ four key reasons why we are looking to change the current repairs, maintenance, and investment arrangements, as highlighted in the letter you received.

Reference: 5 | Received: 18 Oct 2023 | Responded: 27 Oct 2023    

Observation: We were written to asking to make access for a housing stock survey. This appointment never happened. 

Reply: We are sorry to hear your previous experiences have not met your expectations. For more information in regard to any current repair and maintenance issues please visit Housing Repairs webpage.

Reference: 29 | Received: 26 October 2023 | Responded: 31 October 2023   

Observation: Delete ref to Mears.

Reply: Thank you for your observation.

Reference: 21 | Received: 25 October 2023 | Responded: 27 October 2023   

Observation: My general observation is that this process seems rather heavy handed. Surely the key issues are 1) quality of service ie will they do a good job in a timely fashion and 2) cost ie are the costs going to be fair and in line/better than previous years.  I assume that due diligence will be done to ensure that the contractor is well qualified but regarding point 2, at this stage, I can’t find reference to whether the costs have been considered. (I see that I can only comment on one contract at a time so I’m going to copy and paste this into each section as my observations are the same for each contract)

Reply: Thank you for your observation. Your comments align to the consultations’ four key reasons why we are looking to change the current repairs, maintenance, and investment arrangements, as highlighted in the letter you received.

Reference: 111 | Received: 28 Nov 2023 | Responded: 6 Dec 2023 

Observation: You had someone come round to make notes about what needed to be done in the houses, the staff member spoke about doors/seals needing replacing and then we never had a follow up visit from anyone. will this be better managed in the future?

Reply: Thank you for your comment. Please could you follow this up via Mears. We are definitely looking to improve our service.

Reference: 38 | Received: 5 Nov 2023 | Responded: 10 Nov 2023 

Observation: You may have to bring this programme forward if recent empirical evidence is substantiated. A door set installed by you a while ago fails to close fully. There are a number of similar sets here. In one separate instance, either by instruction or through improvisation, a new door set had its intumescent strips removed on the basis it would impede exit. No wrong. They are required by regulation and would not do so before any possible escapes from the fire. Both instances may be non-compliant.

Reply: Thank you for highlighting this issue. We have forwarded your email to our colleagues who will contact you to discuss this in more detail. For any future issues of a similar nature, please contact our HousingSafetyTeam@milton-keynes.gov.uk

Reference: 22 | Received: 25 Oct 2023 | Responded: 27 Oct 2023   

Observation: My general observation is that this process seems rather heavy handed. Surely the key issues are 1) quality of service ie will they do a good job in a timely fashion and 2) cost ie are the costs going to be fair and in line/better than previous years.  I assume that due diligence will be done to ensure that the contractor is well qualified but regarding point 2, at this stage, I can’t find reference to whether the costs have been considered. (I see that I can only comment on one contract at a time so I’m going to copy and paste this into each section as my observations are the same for each contract)

Reply: Thank you for your observation. Your comments align to the consultations’ four key reasons why we are looking to change the current repairs, maintenance, and investment arrangements, as highlighted in the letter you received.

Reference: 23 | Received: 25 October 2023 | Responded: 27 October 2023   

Observation: My general observation is that this process seems rather heavy handed. Surely the key issues are 1) quality of service ie will they do a good job in a timely fashion and 2) cost ie are the costs going to be fair and in line/better than previous years.  I assume that due diligence will be done to ensure that the contractor is well qualified but regarding point 2, at this stage, I can’t find reference to whether the costs have been considered. (I see that I can only comment on one contract at a time so I’m going to copy and paste this into each section as my observations are the same for each contract)

Reply: Thank you for your observation. Your comments align to the consultations’ four key reasons why we are looking to change the current repairs, maintenance, and investment arrangements, as highlighted in the letter you received.

Reference: 98 | Received: 18 Nov 2023 | Responded: 24 Nov 2023   

Observation: An observation I would like to make, I welcome Mears being replaced as repairs, maintenance and improvement work contractors, the standard of work carried out by them is well short of best building practice, I fear that nothing will change under new contractors unless all work is assessed, supervised and signed of by a qualified operative from the council when satisfactorily completed. regards

Reply: Thank you for your feedback, we will consider this in setting up the new contract.

Reference: 24 | Received: 25 Oct 2023 | Responded: 27 Oct 2023   

Observation: My general observation is that this process seems rather heavy handed. Surely the key issues are 1) quality of service ie will they do a good job in a timely fashion and 2) cost ie are the costs going to be fair and in line/better than previous years.  I assume that due diligence will be done to ensure that the contractor is well qualified but regarding point 2, at this stage, I can’t find reference to whether the costs have been considered. (I see that I can only comment on one contract at a time so I’m going to copy and paste this into each section as my observations are the same for each contract)

Reply: Thank you for your observation. Your comments align to the consultations’ four key reasons why we are looking to change the current repairs, maintenance, and investment arrangements, as highlighted in the letter you received.

Reference: 25 | Received: 25 October 2023 | Responded: 27 October 2023   

Observation: My general observation is that this process seems rather heavy handed. Surely the key issues are 1) quality of service ie will they do a good job in a timely fashion and 2) cost ie are the costs going to be fair and in line/better than previous years.  I assume that due diligence will be done to ensure that the contractor is well qualified but regarding point 2, at this stage, I can’t find reference to whether the costs have been considered. (I see that I can only comment on one contract at a time so I’m going to copy and paste this into each section as my observations are the same for each contract)

Reply: Thank you for your observation. Your comments align to the consultations’ four key reasons why we are looking to change the current repairs, maintenance, and investment arrangements, as highlighted in the letter you received.

Reference: 26 | Received: 25 October 2023 | Responded: 27 October 2023   

Observation: My general observation is that this process seems rather heavy handed. Surely the key issues are 1) quality of service ie will they do a good job in a timely fashion and 2) cost ie are the costs going to be fair and in line/better than previous years.  I assume that due diligence will be done to ensure that the contractor is well qualified but regarding point 2, at this stage, I can’t find reference to whether the costs have been considered. (I see that I can only comment on one contract at a time so I’m going to copy and paste this into each section as my observations are the same for each contract)

Reply: Thank you for your observation. Your comments align to the consultations’ four key reasons why we are looking to change the current repairs, maintenance, and investment arrangements, as highlighted in the letter you received.