How Not to Respond

Introduction

In my ongoing attempts to communicate with GreenSquareAccord, a housing provider that has consistently chosen to ignore my concerns, I finally managed to elicit a response regarding a recent issue I raised. However, this response, although not directly sent to me, once again exposes the glaring disparity between the attitudes GreenSquareAccord claims to uphold and the actual culture that permeates within the organization.

It serves as a stark reminder of how outdated excuses and inadequate responses continue to be the default reaction, perpetuating a negative perception of their customer service. Additionally, it underscores the unfortunate reality that exerting pressure is often the only effective means of eliciting a response from this particular housing provider.

In this post, we will explore this poor email response from GreenSquareAccord and provide constructive suggestions for improvement, fostering a valuable learning experience for both the provider and its customers.

The Issue

On Sunday morning, a distressing incident unfolded in our communal hallway when my neighbour returned home from a night shift only to find an unconscious male surrounded by the unmistakable odour of marijuana. She knocked on my door and alerted me, and I proceeded to rouse the intruder, film the encounter, ascertain that he posed no immediate threat, bring him into my home, offer him breakfast, lend him an empathetic ear, express the distress he had caused my neighbour, and eventually escort him out.

It is important to note that we have experienced numerous instances of youths breaking into our communal areas to engage in drug-related activities. We have endured threats, actual assaults, and multiple thefts as a result. It took months of persistent requests and complaints before GreenSquareAccord acknowledged the inadequacy of both the doors and CCTV systems.

Eventually, GreenSquareAccord upheld our complaint, leading to the upgrade of all entry points to meet the required standards and the complete replacement of the CCTV system. Only then did the illicit activities subside.

With the updated CCTV system in place, GreenSquareAccord was finally able to support the community they profit from by providing evidence that led to the apprehension of individuals associated with two gangs involved in the possession of weapons, steel bars, and replica firearms. Consequently, our neighbourhood was subjected to a Section 60 order, granting police officers the power to stop and search anyone in the designated area without requiring reasonable grounds. This order was authorised under Section 60 of the Criminal Justice and Public Order Act 1994.

Given this context, it is only reasonable to expect support from our housing provider, as many of you can surely understand.

Reporting the Issue

One would assume that reporting an issue to GreenSquareAccord should be a straightforward process. However, it is anything but.

To begin with, a significant number of my neighbours have given up on reporting their concerns to GreenSquareAccord, and their reasons are perfectly understandable. The ever-growing list of ignored issues includes, but is not limited to, faulty light sensors, multiple loose door handles, carpets torn by third-party contractors employed by GreenSquareAccord, blocked sewage pipes, neglected grounds, malfunctioning smoke vents, faulty smoke alarms, malfunctioning lifts, asbestos concerns, a consistent failure to adhere to their own procedures during Section 20 consultations, and, let's not forget, their demonstrated ability to breach data protection laws on multiple occasions.

And what happens when you do manage to find a means of reporting these issues? You are unequivocally informed that GreenSquareAccord will disregard any such emails. As Julianne Britton stated on May 15, 2023, "any emails received from Ben regarding your lease or any other matter will not be acknowledged or acted upon.”

This peculiar approach to customer service becomes even more baffling when we consider Julianne Britton's job title - Director of Customer Services.

Despite GreenSquareAccord's concerning attitude towards customer relations, I persist in sharing my concerns publicly, even in the face of their bullying and threats whenever I do so.

From: Ben Jenkins

Subject: Urgent Security Concerns: Unauthorised Access and Drug Activity in Building

Date: 11 June 2023 at 12:18:07 BST

To: Customer Care, HomeOwnership Team

Cc: Julianne Britton , Ruth Cooke , Anneliese Dodds

Dear GreenSquareAccord,

I hope this email finds you well. I am writing to urgently address a recurring and highly concerning issue that has resurfaced, reminding us of the major security threat we faced two years ago with gangs repeatedly entering our building. As responsible landlord, it is crucial that you take immediate action to safeguard our community.

This morning, I was awoken by my neighbour who had encountered a man sleeping in our communal corridors, with a strong odour of marijuana permeating the air. While he expressed remorse for his actions, we cannot overlook the fact that unauthorised access and drug usage are once again occurring within our premises, putting residents at risk.

He claimed to have gained entry through the door nearest the school, asserting that it simply opened without resistance. However, I find this explanation dubious and suspect that alternative means were utilized to access the building. In order to accurately determine the point of entry, it is imperative that you promptly review the CCTV footage, which we as residents contribute towards through our payments. This will enable us to identify any vulnerabilities in our security measures and take appropriate steps to rectify them, ensuring the safety of all tenants.

While I have notified the police about this incident, it is worth mentioning that I decided not to press charges as the individual in question appeared to be homeless, non-threatening, and showed remorse. Instead, I provided him with breakfast and guided him on his way. However, this leniency should not diminish the gravity of the situation and the need for immediate action.

I counted to be disheartened that my emails to communicate issues through email are ignored by GreenSquareAccord. Consequently, I am left with no choice but to resort to social media to directly contact Ruth Cooke, not once but twice this weekend.

Tenant safety must remain a top priority for GreenSquareAccord, and I trust that you will take swift action to address this issue. I and my over forty neighbours (some of who have also reported this issue to you) eagerly await your response.

Yours sincerely,

Ben Jenkins

I also posted this on LinkedIn, Twitter, and Facebook.

Although GreenSquareAccord remained true to their promise of ignoring my correspondence, a response did come in the form of our local Member of Parliament (MP), who expressed genuine concern over the situation. This incident once again highlighted the recurring nature of this issue. Moreover, the post managed to attract significant attention, with views and messages from individuals within the sector and fellow residents who shared their disbelief and frustration.

In a surprising turn of events, GreenSquareAccord even chose to respond, albeit not directly to me. Some residents and my wife received communications from them.

From: David *********
Date: 13 June 2023 at 09:09:21 BST
To: Undisclosed recipients:;
Subject: Weekend Intrusion

Dear residents

I has come to our attention that someone was caught sleeping under the stairwell on the basement level.

We have reviewed the CCTV and we can see the person was let into the building after they buzzed a flat on the door entry system panel.

Please can we remind all residents of the following:

If you notice an intruder or illegal activity, you must call 999 immediately to report the issue and obtain a crime reference numberOnce you have the crime reference number, you as the person witnessing or involved in the incident should call GSA on 0300 111 7000 to report what has happened and provide us with the crime reference number  

You should not:

Take photos of people without their consentReport the incident to another person in MCH for them to report itBuzz someone in unless you know who they are and they are coming to your flat

Once we have the crime reference number, date of the incident and an approximate time of when the incident occurred, we can then download the relevant CCTV and pass this onto the Police if they request it.  This will also help us to understand how someone is entering the building, if that is the issue.

If you are a Landlord and sub-let your property, please can you pass this information onto your tenants.

Kind regards

*********

The Problem with the Response

To fully understand the problem with GreenSquareAccord's response, we can break it down into three main shortcomings: lack of empathy, tendency to assign blame, and a failure to take appropriate action.

Empathy

The email response missed a crucial opportunity to express empathy. Despite a resident discovering an intruder upon returning home, GreenSquareAccord, a housing provider that often claims to prioritise customer wellbeing, failed to inquire about the well-being of the affected resident. There was no expression of concern or acknowledgement of the distressing nature of the incident. Such a lack of empathy contradicts the values they claim to uphold in their publicised "GSA Way.”

Blame

Rather than showing empathy, GreenSquareAccord chose to assign blame to the residents. While I cannot definitively rule out the possibility of the intruder being buzzed in by a resident, it seems highly improbable. According to the intruder himself, he simply pulled on the door, and it opened.

Furthermore, GreenSquareAccord is well aware of a reported fault with the intercom system, as it has been brought to their attention numerous times over the past three months. They even received a quote from their third-party contractor to address this issue.

Blaming the residents is reminiscent of past behaviour, where the Leasehold and Service Charge Manager, Clare Cook, would consistently blame residents for various security issues, including sharing entry fobs or allowing strangers to enter. However, it was later revealed that the root cause was faulty doors and a malfunctioning CCTV system.

This demonstrates the detrimental impact of fostering negative attitudes towards residents, which not only persist but also worsen over time. The chain of command, from Emma Stone (who has since departed) to Clare Cook, Zoe Peckover (David's line manager), and David, played a role in this shift. While I used to speak highly of Zoe, it became evident that the culture changed once Clare joined the team.

Prior to Clare, GreenSquareAccord appeared to be focused, or at least appeared to be addressing the issues at hand. However, internal emails revealed that Clare consistently shifted blame onto other members and departments within GreenSquareAccord. Even a member of the leadership team expressed concern over her lack of empathy. During the last resident meeting, Clare arrived unprepared, failed to address concerns, assigned blame to others, and dismissed our issues as mere “opinions."

Lack of Action

After assigning blame to the residents and instructing us on what not to do, GreenSquareAccord failed to follow up with any meaningful action. This represents another missed opportunity to strengthen the relationship between the customer and the provider. Given that there were at least three GreenSquareAccord staff members within sight of our building the following day, why didn't they request one of them to inspect all entry points proactively? Why didn't they take the initiative to share the CCTV footage with the local police and community groups to raise awareness? Whether due to incompetence, lack of knowledge, or simply a lack of willingness,

GreenSquareAccord continued to act in the same manner they have since the security issues were first reported: assigning blame and taking no concrete action.

How should the email have been written

There is an easy structure you can follow to ensure great customer service when responding to a concern via email. Please feel free to use GreenSquareAccord.

Greeting and acknowledgment

Dear (resident's name),

I hope this email finds you well. I wanted to personally address the concern you raised regarding the recent incident in the basement communal area of your building.

Empathy and understanding

I understand that discovering an intruder in the building can be a distressing experience. As a resident, your safety and peace of mind are of utmost importance to us.

Explanation and resolution

After reviewing the CCTV footage, it appears that the intruder gained access through the intercom system, which is currently experiencing ongoing issues. We are actively investigating this matter to ensure such incidents are prevented in the future.

Outline the steps you have taken or will take to resolve the problem

In the meantime, I have requested our crews (who are in your area this week) to thoroughly check all entrances to ensure they are secure. Additionally, I would like to take this opportunity to remind residents not to grant entry to individuals they do not know. While we work on fixing the intercom system, it is important to be more vigilant.

Offer further assistance or support if needed

If you have any questions or concerns during this process, please do not hesitate to contact me or our home ownership team. If you prefer, I can arrange a time to speak with you personally about this matter.

Closing

Thank you for bringing this incident to my attention. Your cooperation and understanding are greatly appreciated as we work towards resolving the intercom issue and ensuring the security of our residents.

Yours sincerely,

Proofread and review

Before sending the email carefully proofread it to ensure clarity and address any potential concerns or misconceptions. It is essential to maintain a respectful tone and provide concise and helpful information.

Omit

I certainly would not have included the incredibly misguided advice about seeking consent from the intruder before taking their photo. After all, they have wilfully violated the premises by trespassing and have walked past all the prominent GreenSquareAccord signs indicating the presence of CCTV. Moreover, I would never advise a lone female resident against reaching out to her neighbour when she feels threatened.

But then my approach is focused around fostering a sense of community among neighbours and providing support, rather than keeping them isolated and unable to raise their concerns.

Conclusion

It is evident that GreenSquareAccord continues to miss crucial opportunities to embody the values of the GSA Way, whether due to incompetence, complacency, or a deeply ingrained negative customer approach. This lack of progress is evident in the failures of the previous corporate strategy and the ongoing disregard for resident safety and well-being.

I took the liberty of sharing the email from GreenSquareAccord with members of the senior team, including Ruth Cooke. Their continued silence on the matter suggests that this email represents the official stance of the organisation.

  • Is there a greater failure than neglecting to support residents who are at risk from intruders?

  • Why is such a fundamental level of customer service absent in this response?

  • Why are outdated practices still tolerated?

  • Will GreenSquareAccord be willing to embrace a new approach that priorities customer satisfaction?

With numerous oversight bodies and regulations in place, it raises questions about accountability and the commitment to change.

It is my hope that GreenSquareAccord will reflect on the concerns raised and take proactive steps to improve their communication, empathy, and responsiveness to customer issues. Residents deserve a housing provider that priorities their well-being and provides the support they need in times of distress.