Thanks for posting Simon, I've investigated the matter that you posted this morning on all agents, it does appear it has received our full attention and we have been doing everything we can to help resolve the matter.

As you know the source of the leak is not within your property or any property we manage so we are relying on the actions of others to have this fixed. i understand that it is not an emergency repair and that the leak is not constant and there is no risk of flooding, if that is not the case then please call 07803 151 815 to arrange an emergency repair and building water shut down.

To correct your assertions that we are useless and out of contact with you, I have cut and pasted the history notes from our property management system below which should illustrate what we ave been doing to resolve this problem.

I accept that during the period we could have called you more often to update you on the actions we were taking, and I accept from the notes that it looks like you had chased us for an update more than we had called you, and for that I apologise.

We are dealing with two different managing agents plus the building managing agent and three different tenants and this can slow things down but I assure you we have not been ignoring the matter and it has received our attention. Our failing is not having updated you often enough.

The team are continuing to deal with it and will update you as soon as we have any progress to report.

Meanwhile if you wish to speak to us at anytime you can contact the Maintenance Team Leader Jamie Tarrant on 0161 242 1681 or by email on [email protected] or if you want to escalate matters his boss the Manager of our Manchester City Centre Property Management Department his name is Mark Ledgard and Mark can be contacted on 0161 242 1682 or by email [email protected]

File notes and actions below

22/02: Tenant reported that the ceiling above kitchen sink had become soft, but that it didn't appear to be leaking ___________________________________________________________
23/02: tenant emailed again - It seems to have got a little worse. You don't have a 24 hour emergency number so I will leave it for you to pick up tomorrow as it is not causing us a problem but it might be best to get a plumber out tomorrow? It is now dripping constantly. There isn't a huge flood of water and I have checked with the 2 flats above us and neither of them are aware of any problems.
You can call me on 07xxx.
I have copied in Living City as well in case you want to investigate as I don't know how much of the pipework etc is communal.

___________________________________________________________
24/02 (Monday): Picked up tenant's emails - called Living City to find out what action they were taking with regards to the leak.

Spoke to tenant - confirmed the number of the apartment directly above as 414. Tenant also confirmed that he had spoken to tenant in flat 414 and they couldn't find any sign of leak

Spoke to building management: Confirmed 414 directly above. BM confirmed that it was managed by Bridgefords __________________________________________________
26/02 Email from Living City: Confirmed they would be inspecting both properties today:

Hi James

I have asked the on site staff to knock on the apartments above and inspect the kitchen area.

I will revert back shortly.

Regards

Tracy Littlewood


- emailed tenant: Hi Simon,

Just to update you, building management are due to inspect the two properties above today.

They have promised to update me when they receive a report back.

Kind regards,

__________________________________________________________

03/03 Tenant called to see if response received from BM - confirmed I hadn't

- Spoke to BM, but relevant person not available
- told me they would ask them to call back ___________________________________________________________

04/03 Email from Living City: Hi James

Apartment 414 is managed by Bridgefords, I have requested Michael contacts you to discuss.

Regards
___________________________________________________________

05/03 Spoke to Stacey from Future: Bridgefords had instructed them to inspect apartment number 414. Requested keys for 3xx and 4xx Bxxx in order to inspect these as well

Future confirmed that they had spoken to tenant in 3xx to confirm they had been instructed to inspect apartments to locate source of leak _________________________________________________________

06/03 Update from Future: Inspection of 4xx delayed until following Monday as tenant refusing access until this date (10/03) __________________________________________________________

11/03 Received update from Future: Confirmed all works complete

- Spoke to Stacey: Confirmed they had inspected all three apartments involved and found no trace of leak - referred issue back to building management (Living City)

- Spoke to Living City to confirm they would be inspecting the leak in communal area

- Haven't made a note, but fairly certain tenant called asking for update and confirmed the above ____________________________________________________________

13/03 Tenant called again saying he' d been trying to call me all day asking for an update.

- Jamie emailed tenant following update:

Dear Simon,

Thank you for your email with regards to the leak at the above property. I have been forwarded your email and I have looked in to the whole issue surrounding the leak and your dealings with Thornley Groves.

When the leak was initially reported, James was out of the office as our hours are Monday – Friday, however upon his return on the Monday, he contacted the building management, Living City, to distinguish where the leak was originating from.

We have been chasing the building management constantly for an update, but whilst waiting we instructed one of our contractors to visit the property located above yours to distinguish if the leak was originating from that property and fix the issue in a timely fashion. Unfortunately this was not the case.

Building management have confirmed with us that they believe the leak to be from the internal piping between the walls of the building. If this is the case, we are unable to do anything unfortunately.

I can confirm that James has chased the building management today, however the person that deals with your particular building is out of the office today.

I can assure you that James will contact the building management tomorrow and after he has spoken to them to gather an update, he will contact you directly by phone first and also by email.

I apologise that you were not kept up to date with regards to the on-going maintenance issue with the building management, but I can re-assure you that you will be given regular update by James from here onwards.

If you do not receive updates on a regular basis, please notify me and I will deal with it personally.

With regards to the repair of the ceiling, once the leak has been identified and fixed, building management will be responsible for repairing this aspect. Your landlord will be able to put a claim in against the building insurers however this could be a lengthy process but I can assure you that you will be kept fully up to date.

I hope you are satisfied with the above update, however should you require anything further please do not hesitate to contact me.

Regards,

- tenant replied:

Thank you for your email and information.
I look forward to an update tomorrow.

- Tried to contact the BM, but relevant people had both gone home by 4pm ______________________________________________________

14/03 Contacted BM first thing: Tracey Littlewood confirmed they will send someone out to inspect the leak further