Minor Faults that Expose the Larger Issues

It's frequently the straightforward aspects that can catch us off guard. The manner in which we address these smaller failures becomes a reflection of our approach to more significant challenges. In this instance, a seemingly simple issue sheds light on the potential pitfalls that Ruth Cooke and her Board should be mindful of. Overlooking these warning signs might lead to the jeopardisation of yet another corporate strategy's success!

The Persistent Issue

Despite significant improvements facilitated by GreenSquareAccord, we find ourselves grappling with a lingering problem. From the bleak days of gangs engaging in illicit activities within our communal areas, progress has been made. However, a new challenge has emerged in the form of a rough sleeper who exploits a vulnerability, gaining unauthorised access to our block. While we empathise with his plight during this inclement winter, the stress and worry he instigates among residents are undeniable.

Two weeks ago, this same intruder (assumed, as investigations are ongoing) escalated his actions by breaking into two vehicles. The resulting damage exceeded £1,000, all for the sake of approximately £20 in loose change, a pair of headphones, and sunglasses. Beyond the monetary loss, the gravest concern lies in the fob he stole, granting him unrestricted entry into our underground parking. This not only poses a threat to our property but also facilitates his ability to target additional vehicles.

This incident unfolded on a Saturday morning around 4 am, with the crime's discovery occurring at 9 am. Law enforcement was notified, but due to underfunding, the response was limited. No CSI team or visit from local community police was available.

Initial Contact with GreenSquareAccord

The first contact with GreenSquareAccord was to make them aware of the situation, urging them to retrieve CCTV footage and, crucially, arrange for an engineer to alter the gate's coding. This measure was essential to prevent the intruder, armed with the stolen fob, from reentering—thus safeguarding the well-being and property of the tenants.

Assurances were made by GreenSquareAccord's emergency out-of-office support centre, promising a swift response to secure the building on the same day. However, reality diverged from these assurances. Despite residents staying in (another ongoing issue), ready to facilitate the engineer's entry, the promised intervention did not materialise. This breach of trust compounded the residents' concerns, leaving them apprehensive about their safety and property.

A subsequent call to the out-of-office team on Sunday revealed a disconcerting revelation. The response, claiming the information had been sent before the staff member left for home, highlighted a stark breakdown in internal communications. This further emphasised the challenges posed by the geographical and technological separation of multiple departments within GreenSquareAccord. The consequence was not only a breach of trust but a lingering worry among residents regarding the efficacy of the support provided.

Subsequent Interaction with GreenSquareAccord

On Monday, the first working day following the incident, both the police and numerous residents reached out to GreenSquareAccord to reiterate the request for CCTV footage and inquire about the timeline for securing our building.

GreenSquareAccord's response aimed to provide assurance, they communicated plans to update the gate with a new code to secure the underground parking area. Additionally, they claimed to have not having heard from the police, as such no CCTV requested had been authorised. 

Despite what appeared to be a constant exchange of emails involving multiple parties, the building's security measures were not set to be reinforced until the subsequent Tuesday. This delay, in the face of ongoing concerns and requests for swift action, left residents grappling with extended vulnerability and heightened uncertainties about the efficacy of GreenSquareAccord's support.

The Audacity of GreenSquareAccord

In a remarkable display of audacity, several members of GreenSquareAccord's team were concurrently on annual leave, leaving no one to monitor and address ongoing issues. This left all pleas for assistance falling on deaf ears, compounding the challenges faced by residents.

The third-party contractor enlisted by GreenSquareAccord finally arrived on the following Tuesday morning, a full eleven days since the incident was initially reported (equivalent to seven working days). Their primary task was to reset the gate code and to reprogram key fobs in as many flats as possible.

Reprogramming one key fob enables the replication of the process for all others, facilitating access to designated parking spaces. While I don't mind assisting my neighbours, considering it a neighbourly gesture, the repeated trips to the basement for reprogramming, though well-intentioned, slowed my work progress as I regained my train of thought.

However, what raises objection is GreenSquareAccord's communication to the third-party contractor regarding my availability to reprogram fobs that they were unable to handle. This warrants reflection.

A company that has strenuously attempted to stifle my efforts in raising issues and is actively pursuing extensive legal action against me for supporting residents they have failed, paradoxically provides my contact details for the task of ensuring residents' safety. 

This is the same company that gossiped about me during a senior management meeting, making baseless claims of bullying and intimidation toward 'junior female' staff. Whilst in legally binding documents, they even asserted feeling victimised. Yet, they willingly employ my services without any request, acknowledgment, or compensation for the critical task of reprogramming fobs.

The motivation behind seeking my involvement is ambiguous. While Julianne Britton, the Customer Service Director, cited feeling too intimidated to visit our block in her witness statement, however she had failed to attend or support us in the past, admitting in court documents that she was unable to fulfill her role.

However, GreenSquareAccord's more transparent motive, as conveyed to us, is cost-related. They justify asking residents to assist each other in reprogramming fobs to minimise expenses. This rationale is rooted in their diminishing on-site presence within our community, deeming it no longer cost-effective for them to be physically present. The cost-cutting measures, while understandable, raise concerns about the prioritisation of financial considerations over the safety and well-being of residents.

CCTV Procedure Shortcomings

Regrettably, a systematic flaw persists regarding the sharing of CCTV footage. As of today, Wednesday, January 24th (twelve days since the incident was reported, accounting for eight working days), the police are still bereft of any footage for examination. This delay is particularly concerning given the recognised importance of the first forty-eight hours in such investigations!

However, there is a glimmer of positive news. GreenSquareAccord took the initiative to dispatch someone by car to retrieve the required form from the police station, essential for providing the footage to law enforcement. While we can assume and hope that the form was collected from the local police station, it raises questions as to why such a crucial document could not have been transmitted directly via email, streamlining the process and expediting the investigation.

Why this Matters

The significance of these multiple missed opportunities cannot be overstated, exposing a continued lack of robust procedures to provide essential support at a fundamental level. The evident shortcomings in internal communications, both within GreenSquareAccord's internal teams and with third-party support, underscore systemic challenges that hinder effective response mechanisms.

The prevailing culture within GreenSquareAccord remains deficient in offering support to worried and concerned residents, as evidenced by the failure to secure our building and property for twelve days. The tone adopted in all communications lacks empathy and, disconcertingly, introduces cost implications for their inability to ensure the safety of our homes and property.

The merger into a larger provider exacerbates these concerns, shedding light on the potential pitfalls of such consolidations. GreenSquareAccord struggles to provide adequate support within the communities they profit from. The relocation of offices closer to Birmingham, coupled with closures of local offices, further hampers their presence and ability to service these communities effectively. This stands in stark contrast to the higher wages and celebrations bestowed upon senior management and leaders like Ruth Cooke, marking them as figureheads of a major UK housing provider. 

The resulting hindrance in servicing those who matter most raises legitimate concerns, especially with more mergers on the horizon. It prompts collective worry about the sustainability and effectiveness of GreenSquareAccord's operations in meeting the needs of the communities they serve.

Furthermore, this series of events starkly highlights the considerable distance between Ruth Cooke and her team and the realisation of their latest corporate strategy. The failure to address and rectify critical issues at the foundational level raises significant doubts about the effectiveness and viability of their overarching corporate goals. 

The incident serves as a poignant reminder of the imperative need for a comprehensive reevaluation and overhaul of the current strategies in place to ensure they align with the practical needs and safety concerns of the communities GreenSquareAccord serves. Something Ruth Cooke and her team have been promising for years…