The Death of ‘Simply Brilliant'

Part One - The Right Tools

Now I cannot know for sure but I suspect it’s a pretty accurate assumption that during Ruth Cooke’s time as an interim CEO (for what was then GreenSquare) Ms Cooke coined the aspirational goal and ‘peppy’ tagline - Simply Brilliant Landlord.

I suspect (assuming my assumption is true) that this was the very bedrock upon which she laid her presentation to Robin Bailey and the board during her interview process. Ruth Cooke would use her financial background to secure funding, oversee the merger with Accord, and therefore ensure that GreenSquare (and later GreenSquareAccord) would achieve world domination her vision of becoming ‘a simply brilliant landlord’…

The issues

• Grounds not maintained

• Damp inside and outside of GreenSquareAccord managed properties

• Faulty fire equipment

• Security issues

• Fences secured with cable ties

• Gutters not cleared

• External diesel heaters used as ‘temporary fixes’ for heating and hot water

• Faulty reporting system (MyGreenSquare)

The Property Service team from GreenSquareAccord are doing their best. They are understaffed, overstretched and often sent out with the wrong tools, lacking keys or entry codes, and not knowing what the job will involve due to inept record keeping. There are numerous ongoing complaints around lack of heating and hot water, damp issues, drainage issues, and the time it takes to respond to these call outs.

Perhaps the most worrying example is a simple request to have scaffolding removed.

This member of staff is so disillusioned that rather than ensuring an agreement is kept they suggest going directly to the complaint team.

Let’s face a cold hard fact. Who among us wouldn’t become disillusioned if your job was to tell elderly people that they would no longer be having their grass cut? This honour goes to Sarah Rigby, Estate Service Supervisor for GreenSquareAccord who wrote on 8th November 2021:

Dear ***********

During a review of our Assisted Garden service last year we found the number of customers requesting, and in need of our help with grass cutting was significantly reduced. Based on feedback received during the review, we reduced the list of homes we visit and continued to deliver the service to those customers.

Unfortunately we now don't have sufficient resource to continue delivering this service, or the capacity to introduce a chargeable service in its place and we have made the decision to end this service from March 2022. This means our last visit to cut the grass and/or hedges in your garden will be during February 2022. Please make alternative arrangements to maintain your garden, after this date.

If you don't already know of a reputable garden service available locally. it's possible your neighbours may be able to recommend someone, or the Age UK ad vice line, 0800 678 1602 may be able to suggest a scheme available in your area.

I'm sorry we're unable to keep this service running and can assure you this decision hasn't been made lightly. I understand some customers will have received this free service for a number of years and will be disappointed it is ending.

If you have any questions about our ground's maintenance services, please contact me.

Yours sincerely,
Sarah Rigby

Estate Services Supervisor

This shows just how far from being ‘Simply Brilliant’ GreenSquareAccord have fallen under Ruth Cooke’s stewardship.

Icarus

The tale of Icarus flying too close to the sun is often presented as a cautionary tale. Perhaps instead we should interpet it as an invite to build better wings, use stronger glue, tighter knots.

If GreenSquareAccord are to become a ‘simply brilliant landlord’ as Ruth Cooke has promised they’ll need stronger wings.