8th September 2020
For Attention of
Richard Jennings CRE Managing Director
Sarah Ogden Director of Customer Service
RE: Review of Social Media Issued 14th September 2020
I am writing in rejection of your complaint that I have harassed and subjected your staff to aggressive or abusive treatment on Twitter and would make the following points.
1 – Your letter refers me to a policy document (Unacceptable Actions Policy) which you failed to provide with your letter of 14th August. This is a clear indication of the level of incompetence I have experienced when dealing with your organisation and should alone provide cancellation of the complaint you raised against me.
2 – You state that I have shown “Aggressive & Abusive behaviour’ to members of your staff. This is a clear case of defamation and I demand that you provide direct evidence of such treatment towards individual members of your staff this as it may well lead to legal action against your organisation.
3 – You claim that I have engaged in unreasonable persistence regarding the complaint made against your organisation. I can only point out that the time of you contacting me was within the appeal period of my complaint to the SPSO. This can only be construed as an attempt to silence me during my legal right to follow the offical complaint procedure which is both unlawful, unacceptable and a clear case of harassment.
4 – I reject your claim of unreasonable persistence and contact. There is no legal means whereby you can force me to agree with your failure to uphold my complaint particularly in the face of contradictory findings from electricians and engineers who fully support my case. In addition I have every right to protest against your clear cover up and whitewashing of dangerous workmanship which could have caused my death in a serious fire at any time over a six month period. Furthermore, the Twitter postings made as part of the online campaign to raise awareness were fully compliant with the rules of Twitter and if pointing out the shameful behaviour of your staff has caused your management team embarrassment that is not harassment nor threatening or abusive behaviour. I have the right of free speech and will not be threatened or harassed into silence by you or anyone else at Castle Rock Edinvar.
5 – Your claim that my online protest is vexatious and I have made inflammatory and unfounded statements is frankly ridiculous and insulting. I have already had two complaints upheld regarding, lies, deceit and unprofessional behaviour by representatives of your organisation and one of your own managers stated in the original complaint relating to this case “I have found your narrative as to what has happened to be measured, credible and reliable and I have seen evidence to support your contentions” – Caroline Keir, Castle Rock Edinvar Manager
Furthermore – Concerning your claims regarding inflammatory statements and unsubstantiated allegations the “Castle Rocked Edinvar” protest website provides a wealth of evidence of the cover up and whitewash your organisation has undertaken in regards the dangerous workmanship in question. I must also point out that my protest and campaign is also supported in full by members of Shelter Scotland and will shortly result in legal action being taken against your organisation.
6 – Finally, I refer you to comments and statements made by other Castle Rock Edinvar tenants as available via the Review section of your own CRE Facebook page that substantiates and reflects my claims relating to incompetence, bad practice, unprofessional conduct and corruption by representatives of your organisation…
“A few days ago we had a leak from under the sink, couldn’t be fixed so we couldn’t use the washing machine or the water in kitchen. phoned to be told this wasn’t an emergency and would have to wait till after all this social distancing because it wasn’t life threatening. i have 2 kids and my husband is a key worker, we need to keep clean ( wash his clothes after work!! ) i would see this as an emergency. will be complaining over the phone or email as well as this. floor all damaged too!!! we pay more rent than other housing associations and yet when I checked with Melville they would come out for this under these circumstances!”
“fail to answer complaints especially of the antisocial behaviour variety and think a 2 single bedroom property is an efficient size for a family of 5.”
“they never answer calls and I have been waiting to get my radiators fixed for 2 years”
“Castle rock are useless. Take no action against tenants who allow dogs to continually use communal areas as a toilet. They also take no responsibility for repairs on their properties I have had repairs outstanding for over a year and wasted so much time being sent round in circles. No one will ever allow you to talk with a manager. Absolute shambles!”
“Castle rock are NOT interested in their tenants, flung from pillar to post when you needing help. A scaffolding wSas erected outside my window last year with No notification (my windows left open due to good weather) only new about it when came home from work…. Same has happened this year again… NO NOTIFICATION… ANYI D COULD’VE WALKED INTO MY HOME… I’m 3 fights up!!! 😵”
“Castle rock is this how you treat a old women now? False accusation of damage to property because she has dementia first you charged her 1200!!to remove her things taking into consideration it’s an all in 1 house for pensioners so it’s very small and now received another bill of £700 for damages!!! Now who is going to pay for the priceless things you damaged my granddads things can never be replaced because of your work men and your charging us when there isn’t any damage at property should be ashamed of yourselfs and just so you know you won’t see a lick of that money avoid castle rock at all costs break constant rules currently at lawyers and there in for a big shock”
“A year ago today CRE broke the law. They called 9.20am asked if they could come out, I said No (first time in 10years) as I was working and not feeling 100%. 10am chap at the door, asked why they were here as I’d said no. As I moved my son’s bike back to open door further I turned to see the staff member climbing over my son’s scooter (which had fallen), straight into his room and started talking lots of pictures (pictures that had already been taken 6mths previously – by the same person – except my son’s room this time was covered with paint, brushes, trays etc from decorating the hall, living room and bathroom). They claim in writing I called them about a fence?? They did put in a new bathroom, when they came to fit
the new kitchen but I had just finished decorating bathroom. They ripped the old one out, put in a smaller one and handed me £20 B&Q vouchers for redercoration. CRE Management are nothing but lying bullies who will blame everyone else except themselves. Personally I’d recommend recording your calls or getting everything in writing. Don’t email – they won’t reply. Over 10yrs we have lived here, never once late with my rent yet the last 7/8 yrs have been nothing but hell.”
“CastleRock Edinvar must have the worst customer service imagineable towards their own tenents and the home owners who live below their properties!’
“Last Aug 2018 I came home from work to a leak in my livingroom (from the upstairs bathroom area). We don’t know how long it had been going as it was behind wall mounted units, but the flooring was damaged, as was the wall and ceiling. I endured 4.5mths of hell during the insurance repair, between delays over the work being done and getting my furniture returned from storage. There was certainly no Christmas/New Year celebrations at my flat last year. I had to reschedule the fitting of my new kitchen, flooring being laid and painters I had booked to do work. Response from CastleRock when asking if the repair had been done, was ‘yes’ – so I took them at their word and proceeded with my refurbishment.
So, in Feb 2019 when I came home to find a watermark on my ceiling, I was extremely upset. Seems CRE had arranged for a boiler to be removed from the property above me and water had leaked. Their response – ‘wasn’t us that did the work – contact the contractor’. No it wasn’t you that did the work, but it was a contractor you had employed, so I see this as your problem! They followed this with ‘claim on your insurance’ – yeh, lets claim on the insurance for something caused by workmen employed by you, after already having a claim 3mths previously. Luckily the contractors made a repair, as they had more of a conscious than CRE.
Then, last weekend (1 June) I discover yet another watermark on my ceiling – in the same place as the one in Aug 2018. When the tenent reported the leak he was told ‘we’ll book a appointment to do a full survey on 1 July’ – in the meantime keep an eye on it and if it gets worse phone’. Seriously!! 4wks before you will come and investigate a problem which obvioiusly wasn’t repaired properly the first time and is damaging somebody elses property.
I am absolutely disgusted with the service/compassion (or lack of it) from CRE and would never recommend the Assoc to anyone looking for a property or looking to live below one of their properties….”
repair nothing ,replace nothing
excuse after excuse repair man after repairman .
passed the the Buck
30 years in house and nothing replaced”