Poole Housing Partnership Ltd
Emergency out of hours helpline 0800 50 60 50
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You said, we did

Actions and outcomes


You Said

The issue being the none clearance of debris resulting from the pointing work, which was left on top of porches, driveways and lawns. We are now experiencing strong winds which is blowing this material across my driveway and on to my car 

We Did

Contractors have now been reminded that sites must be cleaned daily when works ongoing

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You Said

The works that you agreed to have carried out have not been completed by the contractor

We Did

Contractor reminded of the importance of keeping PHP updated on outstanding works and to also advise if they are unable to complete the works within the timescales set

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You Said

Why did it take so long for PHP to get in touch with me about issues with the direct debit and arrears

We Did

We have now implemented a Direct Debit failure process where failed direct debits will be acted on immediately and monitored regularly. The wording on letters sent to tenant’s about arrears is also being reviewed

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You Said

PHP failed to respond fully to an enquiry according to timescales.  A partial response was provided immediately but PHP did not follow up on the 2nd part of his query as they should have

We Did

Procedures have been changed to ensure officers take greater responsibly for managing queries themselves and ensuring that processes for replying are delivered in full

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You Said

You did not reply to my email informing you of the faulty split plastic screw on the lever handle and no repair was done by yourselves.  I had to buy a kit to repair it myself and would like reimbursement

We Did

Information on the website did not highlight that PHP require emergency repairs to called through to ensure that they are dealt with in a timely manner.  The website has now been updated

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You Said

Works previously agreed to be carried out following a complaint were not carried out

We Did

Officers now check on the progress of orders and follow-on work that have been raised as part of an investigation into any complaint. Complaint reminders are also reviewed at weekly team meetings

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You Said

Delay in reporting outcome of original inspection and delay in following up with response to complaint

We Did

Surveyors have been reminded of the need to keep all parties informed of actions following visits

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You Said

The cleaning of the communal areas remains poor, despite raising this before

We Did

PHP has increased cleaning spot checks in communal areas

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Contact Us

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Business Support Officer
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01202 128674
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