Toxic Culture II - Still Toxic?
One year has passed since we published the blog titled "Can any company afford to have a toxic culture?" on our GreenSquareAccord Residents website. In that blog, we questioned whether companies could bear the costs of maintaining a toxic culture. However, it's worth asking if anything has truly changed at GreenSquareAccord since then.
Introduction
One significant change is the departure of nearly all the individuals who took part in the celebration of National Customer Service Week 2019, including Rachel Crownshaw. The reasons behind their exit remain unclear.
Were they considered the 'deadwood' that hindered the customer experience, or did they simply give up on attempting to change a deeply entrenched behaviour within the walls of GreenSquareAccord?
Has GreenSquareAccord managed to attract new talents with a customer-focused approach who can usher in a new era of excellent customer service?
As we have now moved past the challenges of COVID and lockdown, and with another new strategy in place, can the team bring the GSA Way to life?
Rather than solely focusing on the known issues mentioned on this website, let's turn our attention to reviews posted on an independent review platform Trustpilot
I have compiled summaries of these reviews for the past 12 months, removing some of the more provocative language, while ensuring the essence of each review remains intact. To ensure accuracy, please feel free to visit the Trustpilot website and verify these summaries for yourself, data gathered on May 18th, 2023.
Each review includes a posting date and a date of the customer's experience. For this summary blog, I have chosen to use the date of experience as a reference.
The Reviews
Date: 15 May 2023
The reviewer has been on a list to move out of their flat for the past four years due to medical reasons that make it difficult for them to manage the stairs. GreenSquareAccord has asked for their medical records and a letter from their doctor, but has not provided any further information on what else is needed. The reviewer is frustrated with the lack of accountability of GreenSquareAccord and doubts whether they read any of the negative feedback.
Date: 03 May 2023
The reviewer is disabled and has reported a leaking toilet numerous times over six months. A plumber came on 5/1/23 and temporarily fixed the flush system, but the toilet started leaking again ten minutes later.
The reviewer reported a faulty hob, which has not been fixed for two weeks, and received false information about the repair. A plumber was scheduled to fix the leak but the reviewer was informed five minutes before the end of the 8 1/2 hour time slot that the plumber was not coming.
The reviewer has decided to fix the issue themselves and bill GreenSquareAccord for it. The reviewer advises against using this company and suggests living in a tent in the park instead.
Date: 21 April 2023
The reviewer has been living in their property for 14 years, and the housing association has changed from Caldmore Housing to Accord, and now to GreenSquareAccord. The previous housing officers used bullying tactics and brought a male staff member who pretended to be an ASBO officer. After the reviewer posted a video of their visit, they have not received any more visits. The reviewer has requested to record any interactions with GreenSquareAccord for their own safety.
Repairs have been promised but only get half done or not done at all, and only after an inspector and housing officer visit. GreenSquareAccord has admitted four times over the past six years that the reviewer needs a new back door and replacement windows, but nothing has been done since.
The reviewer believes that the GreenSquareAccord priorities profit over tenant and staff welfare and doubts that any upgrades or repairs will be done unless there is a government grant.
Date: 19 April 2023
The reviewer had a visit from a person from the Whitsire office named Ms.*****, who claimed to have emailed the reviewer but never did. The reviewer believes that GreenSquareAccord claim of the GSA Way is false and the glossy magazine is also misleading. They question the whereabouts of the 400 million bond that GreenSquareAccord had in 2022 to improve homes and wonder if it has gone into someone's back pocket instead of being used for current tenants.
Date: 17 April 2023
The reviewer expresses disappointment with the staff's condescending behaviour and tactics such as bullying and intimidation to achieve their desired results. They describe this behaviour as "utterly shocking" and indicative of a toxic culture.
Date: 02 March 2023
The reviewer complains about non-payment for their communal license despite paying their fees in November. They say that the reviewer has sent three reminders which were ignored and threatens to withdraw the concession unless it's paid immediately. The reviewer admits to watching TV illegally since December due to this issue.
Additionally, tenants on Housing Benefit were told they were in arrears and asked to sign a direct debit to pay four weeks in advance. The reviewer believes this was a planned move to take advantage of elderly tenants who panicked and signed. They conclude that GreenSquareAccord and their officers are not fit for purpose and action is needed.
Date: 24 February 2023
The reviewer is complaining that GreenSquareAccord claims to offer affordable housing, but their service charges are very high. They mention paying £73.98 per week plus £111.88 for a 2-bedroom flat, which they feel is comparable to the cost of renting an apartment in a nicer area.
They also accuse GreenSquareAccord of being greedy and never completing repairs.
Date: 13 February 2023
The reviewer is a shared ownership tenant who has had a complaint with GreenSquareAccord for four months without any resolution. GreenSquareAccord has increased their direct debit without warning and failed to communicate regarding their rent, breaking the conditions of their lease.
GreenSquareAccord has also made mistakes in their payments and failed to resolve the issue properly. The reviewer has involved citizens advice and GreenSquareAccord has been slow to respond to their calls and emails. The reviewer considers GreenSquareAccord to have shocking practices.
Date: 11 January 2023
The tenant has complained about an issue where the garden was torn up and left insecure, and it took months for GreenSquareAccord to fix it only after several complaints. Another issue was reported to the housing officer, but there was no response for 10 weeks despite weekly phone calls.
Follow-up complaints on another issue were closed with no resolution, and GreenSquareAccord did not follow its own complaints process. The call centre was unhelpful, and the tenant felt GreenSquareAccord was impersonal and didn't care about their tenants. GreenSquareAccord executive appeared before MPs to talk about customer service in social housing, but the tenant felt they had no idea what they were doing to their own customers. The tenant asked the executive to contact them, but received no response.
Date: 10 January 2023
The reviewer has had issues with constant repairs, including a broken boiler, electrics blowing, condensation dripping from walls, no hot water, and non-working radiators. Despite calling and waiting for 45 minutes, they were told they would receive a call back in 7 days, but this never happened. They describe GreenSquareAccord as the worst Housing Association and wish they could move.
And that’s just 2023 thus far!
2022
Date: 20 December 2022
A customer expresses extreme dissatisfaction with GreenSquareAccord, stating it is the worst they have ever dealt with. They describe rude call centre staff, lack of response to complaints and emails, delays in repairs, and poor quality work from contractors. The customer feels they are treated poorly because they are in a council property and that GreenSquareAccord bad reputation is well-deserved. They would give GreenSquareAccord 0 stars if possible.
Date: 19 December 2022
The reviewer gives GreenSquareAccord a negative rating and reports that their communal washing machine has been broken for four weeks, causing flooding in the washroom and hallway.
They claim that GreenSquareAccord has been making excuses and that the contractor will not make repairs until GreenSquareAccord pays their outstanding account. The reviewer has contacted the Housing Ombudsman for assistance and also mentions a broken boiler that has not been fixed since December 9th.
Date: 19 December 2022
The reviewer has been living in their current place for 7 years and is disgusted with the service they have received. The work is never done, and the customer service team is unhelpful and unprofessional. They have two ongoing complaints and have even contacted their MP. They currently have no kitchen sink and can't use their washing machine, but GreenSquareAccord won't send anyone out until the end of February. The reviewer thinks it's a disgusting situation and can't understand how the landlord gets away with it.
Date: 17 December 2022
A customer named Rob ******* from Redditch, who is 70 and disabled, had his heating stop working on December 17. He called GreenSquareAccord for help and three engineers came out, but the problem persisted. The last engineer identified the issue as the clock and thermostat and said they would return that week.
Despite calling and emailing for updates, Rob did not receive a response until he was told on January 27 that the part was expected to arrive. He has been without central heating for six weeks and is dissatisfied with the GreenSquareAccord.
Date:12 December 2022
The reviewer expresses dissatisfaction with GreenSquareAccord’s management of shared ownership properties. They reported a large hole in the roof due to wear and tear, but GreenSquareAccord refused to fix it despite the reviewer paying for buildings insurance. The reviewer also mentions mold appearing on ceilings and having to take out a bank loan as a single parent. They conclude by calling GreenSquareAccord a "disgusting organisation.”
Date: 30 November 2022
GreenSquareAccord has not completed a repair for elderly residents since September. The tumble drying facilities are broken, and despite multiple complaints, GreenSquareAccord has not fixed it.
The elderly residents are vulnerable and unable to drag heavy wet washing back to their flats to put on radiators and cause damp. The part is on order, but GreenSquareAccord can't say when it will arrive. The reviewer is concerned about the consequences if one of the elderly residents falls over and breaks something.
Date: 28 November 2022
The reviewer accuses GreenSquareAccord of being criminal as the property they inhabit does not have a Gas Safety Certificate or carbon monoxide monitor, which is a criminal offence. They claim to know of 22 other flats rented by the same landlords that do not have Gas Safety Certificates, despite raising the issue with GreenSquareAccord for nearly two months. The reviewer hopes that the GreenSquareAccord are prosecuted for putting the health and lives of their tenants at risk.
Date: 04 November 2022
The reviewer is not a tenant but a friend of one, who has had scaffolding up at his kitchen window for some time and has asked the GreenSquareAccord about it but has received no reply. The reviewer expresses disgust at the GreenSquareAccord’s behaviour, citing government legislation that requires them to respond to emails within 7 days. They also mention reading reviews from disabled and vulnerable people who have had negative experiences with GreenSquareAccord, and criticise GreenSquareAccord as "cowboy attitude.”
Date: 01 November 2022
The reviewer gave GreenSquareAccord a one-star rating and described GreenSquareAccord as a shambles. They criticised GreenSquareAccord for using cowboy builders and not caring about the condition of their tenants' homes.
The reviewer cited several issues including mouldy leaking roofs, improperly fitted toilet bowls, rotting wooden porches, and faulty door frames and windows. They also mentioned a disabled child and baby being left without hot water for 6 weeks and having to use a kettle instead.
The reviewer stated that they had made several complaints about a mouldy bathroom floor, which GreenSquareAccord dismissed as "discolouration," but was found to be thick with black mould when lifted up. The reviewer expressed their disgust at the way GreenSquareAccord treats their customers.
Date: 11 October 2022
The reviewer describes GreenSquareAccord as one of the worst company have ever had the pleasure to meet, calling them a "bunch of jumped up little hitlers." The reviewers girlfriend is registered as disabled and GreenSquareAccord threatening her with eviction because they think she or her partner is running a business from her address, which is, apparently a complete fabrication.
Date: 26 September 2022
The reviewer has a negative experience with GreenSquareAccord and believes they are the most incompetent company and should not be in charge. They have called over 11 times and still had no response despite numerous promises. The reviewer has had a poor experience with GreenSquareAccord and nothing has happened despite weeks of calls
Date: 16 September 2022
The reviewers wants to make people aware of the GreenSquareAccord department Voice of the Customer and any propaganda that originates from it. They claim this deceptive department wants to reprogram everyone, especially tenants, to believe that its service is simply "brilliant". Check out the GreenSquareAccord YouTube channel to see Head Customer Voice Elaine ****** going mute when it comes to complaint and repair issues. No stars given.
Date: 16 September 2022
The reviewer expresses dissatisfaction with GreenSquareAccord, calling them a "cowboy housing association with no empathy, no compassion, and unashamed of their poor service."
They mention that the shrubs in the communal gardens have not been cut in years, and when the grass is cut, the trimmings are left everywhere. The reviewer is a physically disabled tenant who has sent proof of disability to GreenSquareAccord, but they still do not care. The reviewer also states that GreenSquareAccord buys land from the council for projects before finding out if they have permission to proceed with the project. They let it overgrow with brambles into tenants' gardens when they are refused permission for the project they bought the land for. The reviewer concludes by calling the housing association "absolutely disgusting.”
Date: 13 September 2022
The reviewer wants to give GreenSquareAccord zero stars and calls them a disgusting, horrible housing association. They have had various problems for 8 years, such as; leaks, no bath mixer taps for 3 years, no heating or hot water, damp mold, front door and windows in poor condition, overflows leaking, toilet not flushing, bathroom floor lifting up, cracked and rusty bath, storage heater falling off the wall and breaking their foot, no lights for 4 months due to a fire in the bathroom wires, and a burnt out cooker switch that took 5 months to fix.
The reviewer says their mental health is suffering, and they feel cold, dirty, and ashamed due to GreenSquareAccord’s poor service.
Date: 13 September 2022
The reviewer mentions GreenSquareAccord’s logo, which reads "Building Better Lives," and then goes on to describe how their experience has led to a deterioration of their mental health. They mention that other reviews have summed up their negative experience, and criticise the fact that GreenSquareAccord does not respond to reviews, which they interpret as a sign that GreenSquareAccord feels safe in getting away with poor service.
Date: 08 September 2022
The reviewer of the post had a conversation with the new manager, Claire *******, of GreenSquareAccord regarding their neighbours discriminatory behaviour towards them. The reviewer complained to their housing officer, Richard ****, about GreenSquareAccord being transphobic. However, Richard ***** response was dismissive and inappropriate, causing further distress to the reviewer . The reviewer expressed their inability to work with Richard ******.
Date: 27 August 2022 - A positive one!
A customer experienced a wet ceiling in their bathroom and was worried about a possible leak. After waiting for 30 minutes on the emergency line, an engineer arrived within 30 minutes and conducted a thorough check. Although no leak was found, the engineer suggested that the wet ceiling may have been caused by a leak in the roof after a day of bad rain. The customer was pleased with the excellent service provided.
Date: 13 August 2022
The reviewer moved into a GreenSquareAccord property in 2019 and has been the victim of ongoing racial abuse by a neighbour. The housing officer has been contacted several times, but nothing has been done about it. The neighbour even assaulted the reviewer 's daughter, and still no one came out to address the situation.
Date: 30 June 2022
Residents of Hunts Close have been without heating or hot water for three days. Despite reporting the issue, GreenSquareAccord has not considered it an emergency. The resident expressing disappointment in GreenSquareAccord’s handling of the situation, saying they should be ashamed of themselves.
Date: 08 June 2022
The tenant has expressed frustration and disappointment with GreenSquareAccord, describing them as "unashamed, uncaring and completely incompetent." The tenant claims that they have had heating and hot water issues every year for the past eight years. After six years, a faulty boiler was finally replaced, but the new one has now broken down again after only 15 months, resulting in six weeks without hot water. Despite requesting an electric shower as a backup, it was refused.
They have had plumbers and gas engineers come out and say they can't fix it, and the boiler needs replacing. Emails and messages have gone unanswered, and there has been an instance of abuse by one of their call staff who refused to help in any way. Despite numerous complaints and promises of a call back from the person in charge, nothing has been done, and they are now considering legal action. The tenant has described GreenSquareAccord as a bad housing company and expressed concern that they cannot even swap their property because others are aware of how bad GreenSquareAccord is. The tenant is planning to contact the Housing Ombudsman and looking for legal advice.
Date: 06 June 2022
A female Transexual is experiencing issues with a noisy neighbour who has been discriminatory towards her, making comments like "That man thinks he's a woman," and whose visitors have sniggered at her in the communal hallway and blocked her car in. The individual has reported the situation to GreenSquareAccord, but no action has been taken. Additionally, employees of GreenSquareAccord have referred to her as "Sir" and "Mr" on the phone despite being a woman who has had surgery. The individual feels that GreenSquareAccord is transphobic and discriminating against her.
In conclusion
These reviews have highlight several recurring themes that relate to GreenSquareAccord and the customer experience. These themes include:
Poor communication: Many reviewers express frustration with the difficulty of getting in touch with GreenSquareAccord. They mention unresponsive emails and phone calls, indicating a lack of effective communication channels.
Maintenance issues: Multiple reviews mention that maintenance problems are not addressed promptly. Issues such as broken heating systems or faulty boilers are not adequately resolved, suggesting a lack of proactive action from GreenSquareAccord.
Discrimination: One review specifically brings up instances of transphobia, while others mention mistreatment of vulnerable tenants or those with disabilities. These accounts point to potential discrimination within GreenSquareAccord's practices.
Incompetence: Several reviews highlight the perceived lack of training and preparedness among GreenSquareAccord staff. This incompetence is reflected in their ability to handle tenant concerns and provide satisfactory solutions.
Overall dissatisfaction: Many reviews express strong feelings of frustration and anger towards GreenSquareAccord. Some reviewers even mention their intention to pursue legal action or file complaints with regulatory bodies. This indicates a high level of overall dissatisfaction among the customers.
It is important to recognise that these reviews represent only a fraction of the potential customer dissatisfaction, as many vulnerable and elderly residents may not have the means or opportunity to voice their displeasure. This raises concerns about the extent of the issues faced by residents who remain unheard.
It is clear that the service has not improved for many residents since last years blog, and even more worrying it hasn’t improved since Customer Service Week in 2019.
I will again reach out to GreenSquareAccord for comment, although it is unlikely that they will respond based on their insistence that I remain on a communication plan. Still at least we all know they are aware, even if they do chose to ignore.