Best in Housing Associations

A day ago

Guinness REGIONAL HEAD OF CUSTOMER SERVICE Roisin Ahmed told me she can't understand why customers can't go HOME to their families when there are problems arising from Guinness controlled areas like the basement. Everything I said about my circumstances Roisin Ahmed repeated back to me in her own less severe terms. She will not be welcome back in my home. You'd be safer in prison than living with Guinness. Roisin (the regional head of customer service) and the man acting as a surveyor also tried to tell me the mould and leaks that were ignored for years were 'expected'. Absolute codswallop. Not to worry Guinness -thats all documented and with the Housing Ombudsman. Guinness have revamped their call centre style and people seem to flock to Trustpilot to leave them positive reviews for it. For 'CUSTOMER SERVICE'. I think this is why Guinness have re-trained the people who answer the phones - to garner good Trustpilot reviews for their internet presence and private business. Even when the work has not been done or the problem remains these reviews are gushing because customers think they were listened to. You have been listened to by someone who answers the phones who is limited and trained to schmooze you with words and niceties to save Guinness time and money when dealing with you. They are not the beginning and end of customer service at TGP. I am now channelled into the complaints team when I raise a repair. This is how the only plumbed in guttering blockage was allowed to go on on top of other long -standing leaks. Despite me raising it. Guinness would rather harm my ground floor neighbour aswell to keep doing as little as possible and have it their way. They dont follow their complaints provedure. They're utterly unscrupulous. They do this because they can and they're very confident they can. I can only hope the Housing Ombudsman can help. The contractors such as Sure have no complaints process for Guinness customers. Guinness own the recordings of these phone calls - they can't be held to what they say. Guinness exploit not being subject to freedom of information requests to run rings round customers. There is a process to access some of the details Guinness hold about customera but I do not believe that it is the same as a Freedom of Information request. Do a Google search for Guinness Partnership and Freedom of information request. It's harmful to lie to customers as readily as Guinness do but it is easier and a matter of course for Guinness. The people who answer the phones these days have all the time in the world to stop you taking it any further. No wonder its hard to get through to raise a repair - schmoozing you to create a good front is their number one priority. Their phone answering service has not always been this slick and understood their limitations. The CLO manager, who says nothing but lies, has told me that I will see poison put down for the rats by Orbis. Will I though?! Ive been told before now by the same man that the rats had already been poisoned when in fact they hadn't and I had some way to go in the complaints process before that would actually happen. I have lived with rats up to shoulder height in the walls, all along the bedroom wall, sqealing, rumbling gnawing on the vents and fixtures, decimating my kitchen cupboards. Running down the hall sub floor also. Rats are incredibly noisy in drylined walls and in the floor. I've lived with the threat of them getting through. With kitchen cupboards taped and eventually nailed shut. Guinness have poisoned them twice only when I have doggedly pursued it because there is a major infestation. Guinness have always denied the rats. Tactical 4 star rating for the Trustpilot listing game because living with Guinness is nothing but a tactical game.