As you can see, these complaints and ongoing issues were valid and known.

• They had been discussed at almost every level of the business (including the Board and Committee Member).

• They were warranted (fire safety, security, and lift maintenance).

• They had been acknowledged (and were only just becoming ‘an absolute nightmare’ for GreenSquareAccord - fourteen months after many of these issues were first reported).

• Internally GreenSquareAccord had argued about which department was at fault (with Property Services and Assets being singled out, named and shamed).

How would GreenSquareAccord address these issues?

• Would they react in a manner inline with their published promises?

• Would they learn from these mistakes, oversights and failures that had brought both GreenSquareAccord and their long suffering residents to this point?

• Would the involvement of GreenSquareAccord’s Board and Committee Members foster support and apply pressure to address these issues?

• Would GreenSquareAccord look to rebuild the broken trust between themselves and their residents, or would they continue to dig in deep and hide behind their own internal polices?

At least Ruth Cooke’s executive assistance had been thinking about these issues over the weekend.

GreenSquareAccord hid and ignored, whilst the residents would still be awaiting a resolution on many of these issues to this day (15th November 2021)

Still the good news was that for the first time since raising these issues (April 2019) they were now being handled by the Customer Care Team. Surly we could expect GreenSquareAccord to now address these issues? Surly we were moving towards the Resolve stage of the complaint process…