MCR Homes failed to answer safety questions. Showing their communication is not effective

Dear MCR Homes,

I hope this message finds you well. I am writing in response to your recent email, which was shared with both myself and the council. I appreciate the time taken to address my concerns, and I understand the importance of open dialogue between tenants and management. However, I feel that the issues raised in my previous communications have not been fully understood or acknowledged, particularly concerning the safety and well-being of residents at The Old Works.

Before delving into the specifics of each point raised in your response, I want to clarify my position and the rationale behind my continued correspondence. It is not my intention to dispute minor inconveniences or aesthetic discrepancies. My concerns are rooted in substantial safety and security issues that have a direct impact on the quality of life and peace of mind of myself and fellow residents. The severity of these issues warrants a detailed examination and proactive measures, beyond mere acknowledgments or temporary fixes.

With this context in mind, I will now address the points outlined in your email, providing further evidence and elaboration where necessary to ensure there is a clear understanding of the gravity and scope of the concerns being raised.

Correcting the Narrative

You wanted to highlight compensation "for an issue you faced at the commencement of your tenancy", that the apartment is wonky, and "the lift speaking in different languages", suggesting those are the points I am concerned about in my email, and ignoring the safety issues at hand. Allow me to indulge you and talk about those things first:

The compensation you mention is the one equivalent to 25 days of rent. This is for the 25 days I couldn't live in the flat due to its unfinished state. I never accepted this compensation. A few reasons why:

• The compensation doesn't take into account the flat not having hot water or the pipes switched (after the 25 days mentioned)
• The compensation doesn't take into account the washing machine was sabotaged
• The additional expenses such as accommodation and travel costs, when I wasn't able to live in the flat while you were finishing it
• Inconveniences, such as sleeping in hotels, long commutes, and having to re-plan the move (while starting a new job)

The above issues represent significant failings on your part.

Even if I had accepted this compensation, it does not exempt you from adhering to safety regulations. The implication that it might is both concerning and misleading.

The council is already aware of the above issues as a "Housing Enforcement Officer – South Team" was assigned to me during that time and I'm sure they can find our exchanges (email chain titled "25 Williams Lodge"). I agree having a wonky flat is also an issue, but instead of trying to understand, you avoid discussing the more critical, quite systemic problems within MCR Homes and the development.

Moreover, I am still awaiting reimbursement for the electrician bill incurred to restore hot water that I paid out of pocket, bill forwarded to MCR Homes on 16/07/2024

Minimizing the many issues at MCR Homes suffered by me and others, implying those are only snagging issues, that I'm just here to annoy you to change the lift "voice" suggests a lack of seriousness (more on that later in the email) I know I haven't followed through with legal actions yet. I was hoping it wouldn't come to it. I already have a lot to say but the longer I wait, the more there is. This leads us to the next sections.

Addressing Major Safety Concerns

It's crucial to refocus our discussion on significant safety issues, steering away from less critical matters such as minor leaks or fire doors not closing properly.

1. Plastic coverings

From your lack of feedback regarding the plastic covering, I conducted my own experiments to assess the potential danger. The video can be found at https://youtu.be/L8EGxmIKqtk The footage clearly shows the plastic igniting (not fireproof), and it continues to burn, spreading the flame to adjacent areas. Hair and other debris stuck to the sticky side of the covering may also exacerbate combustion.

Although the fire eventually stopped spreading, I would like to make a few points: - The interaction between the carpet and the plastic covering remains uncertain (I assume here the carpets are fireproof). For obvious reasons, real-life testing or damaging the carpet was not an option. - The fire's propagation was limited to one direction in the test (had to stop at the edges), whereas, in reality, it would spread omnidirectionally. - The vertical spread of fire seems particularly effective, leading to the concern that a fire could easily ascend stairs, propagating fire to the higher floors (I live on the top floor) - The water basin wasn't fully dry, but I'm happy to ignore the impact it had

These experiments underscore the non-fireproof nature of the plastic covering and the substantial risk it poses for fire spreading throughout the building.

You didn't deny that the plastic coverings are here to reduce cleaning costs. Can you confirm this is the case?

I previously communicated a similar fire test to the Head of Lettings at MCR Homes, featuring a smaller material sample, but received no response. This matter of inaction will be discussed further on.

Your references to consultations with the Fire Brigade seem questionable, as it's hard to believe they would condone compromising resident safety to save on cleaning costs. This leads me to question the transparency and potential omission of crucial information in your communications, a pattern that appears to be recurring within MCR Homes.

2. Water leaks and mold

The point I would like to focus on for the leaks is the ceiling in the corridor leading to the elevator. Following a collapse in August due to water damage, as detailed in the previous email and video (https://youtu.be/KrOcV6K4PFg?t=80), the responsible leak remains unrepaired. Signs of water saturation and mold reformation on the ceiling are visible, raising fears of another collapse, especially with the increased rainfall in winter. This situation poses a direct risk to personal safety and the building's structural integrity.

As you mentioned in your email, I am aware I am lucky to not have water ingress and/or mold in the flat like I know other residents have. Thank you for admitting that leaks in the building are an ongoing issue for residents. Addressing this systemic leaks issue, in the whole building, would undoubtedly benefit resident's welfare and safety, aligning with the presumed priority of tenant safety.

3. Security Breaches

You are mentioning "attempted break [in]". The issue of access security, or the lack thereof, contradicts your assertions of taking resident safety seriously. Here is a video recorded yesterday (02/03/2024): https://youtu.be/vyYaSxO1ryQ . In the video, I demonstrate how the building can be accessed without proper security measures like an operational fob system that would only let residents in. It is also a more recent recording of the water leak mentioned in the previous point

Inaction

Your lack of response to emails is not an isolated case; Trustpilot reviews of MCR Homes indicate a broader pattern of disregarding tenant concerns. It appears that engaging the council or legal proceedings is now the only way to elicit any form of reaction from you, a stark contrast to the behavior expected from a management company genuinely concerned with the well-being and safety of its residents.

You have expressed a willingness to organize a Teams meeting, seemingly to demonstrate to external observers, such as the council, that you are engaged and responsive. We already had such a call on 8/11/2023, during which I consented to accept the offered compensation (mentioned at the beginning of this email) contingent upon the resolution of specific issues. This meeting presented a prime opportunity for MCR Homes to avoid legal consequences by simply addressing the agreed-upon concerns. But even that is not enough for MCR Homes to fix issues. Months later, these issues persist unabated, suggesting that the new offer to arrange a meeting is merely another display, that will only lead to further inaction.

In the aforementioned Teams meeting, assurances were given — particularly by you, [REDACTED] — that the causes leading to the ceiling collapse had been rectified and that measures beyond mere cosmetic fixes ("just painting over the mold"), were implemented. However, it appears that these assurances were unfounded or grossly exaggerated. The persistent water leak, the re-appearing mold, and the imminent risk of another ceiling collapse are testaments to this.

The discrepancy between your stated intentions and the actual outcomes suggests a profound disconnect. While on paper, it may appear as though there is an effort to communicate and address issues, the reality starkly contradicts this facade, revealing a pattern of inaction.

Communication

Your communication approach has been profoundly dismissive, notably when you stated, "I therefore strongly dispute your claims". This response exacerbates the feeling of being marginalized and ignored, with no apparent effort to understand the gravity of the issues raised. Can you state which claim you dispute? The concern here is not trivial; the potential for fire spread and imminent risk of ceiling collapse should be universally understood as critical, yet there seems to be a significant disconnect. The question arises: why are the risks of ceiling collapse or fire spread not recognized as significant issues by MCR Homes? This does not appear to stem from a lack of awareness, as these concerns have been repeatedly communicated. The reluctance to acknowledge and address these hazardous conditions directly is baffling and unacceptable.

Asserting that "The Old Works undergoes thorough Health & Safety checks" fails to confront reality. Claims of ensuring the development's compliance at all times are, frankly, disingenuous. The evidence suggests that compliance has not been maintained consistently, if at all.

Your approach seems to be reactive rather than proactive, indicating a pattern where issues must escalate to affect tenants significantly before they receive attention. Attempts to placate us with meetings, without resolving the underlying problems, are inadequate. Furthermore, the emergence of new issues at a pace outstripping the resolution of existing ones points to a systemic failure in addressing the development's challenges.

The current communication strategy, which involves overlooking significant safety concerns and downplaying acknowledged issues, risks perpetuating a cycle of neglect. Without a change in direction, this pattern threatens to overlook increasingly severe safety concerns, potentially resulting in harm or loss of life.

Conclusion

In conclusion, your refusal to recognize the severity and legitimacy of the issues I've raised compels me to seek intervention from relevant authorities. Your "dispute [my] claims that MCR Homes has demonstrated a disregard for welfare and safety" prompts a question: can you provide tangible evidence of effective proactive measures you've taken to address these concerns? This correspondence has highlighted multiple instances where such measures are conspicuously absent.

The apparent disinterest in genuinely resolving these issues, coupled with a lack of empathy and understanding, strongly suggests a reluctance on your part to engage in meaningful problem-solving. Moreover, the inefficiency of your communication strategy not only exacerbates the situation but also results in a significant waste of time and resources for all parties involved; including yours, mine, and the council's. Addressing these issues effectively would not only reduce the volume of complaints you receive from residents but also ensure their well-being and safety, which should be a priority for MCR Homes.

Should there be any assertions or claims within this email that you believe to be inaccurate or contestable, I urge you to specify which ones. Doing so would provide me with an opportunity to either clarify my statements or furnish additional evidence to support them. It may also demonstrate that MCR Homes is trying to understand the issues it may genuinely not know about, rather than ignoring their existence.

Best regards,