Help desk

[Brendan Martin]

Three weeks ago, I'd threw about a kilo of caustic soda down the plughole in the kitchen sink, which was blocked. The soda worked after a fashion - but the sink began to fill up through the drain. I faffed about and emptied it. Tonight the problem returned.

7.35pm (Wed), my sink wouldn't empty.

7.40pm I dialled 2 and reported it to the Help Desk

7.55pm Help Desk call back to say there is someone on his way to help me.

8.00pm a duty engineer rang my doorbell. He proceeded to work on the sink. He managed to empty it but not unblock the pipe.

8.25pm He left saying he would get a plumber on the case first thing tomorrow morning.

Where else in London can you get a maintenance person to respond within 20 minutes and solve the immediate problem? And at no cost!

Well done.

[Brendan Martin]

For anyone interested in what happened after last night's water problem, here's what took place next:

7.55am I heard a gurgling in my empty sink. Then water started to flood up the pipes into the sink. It kept coming very quickly and was soon cascading over the sides onto the kitchen floor.

8.03am Called Help Desk. Told the ever helpful Magda what was happening.

8.08am Two maintenance men arrive at my door and have the sink drained within five minutes. Then they proceed to identify the problem - a blockage in the main pipe between the 5th and 6th floors of Duncan.

Steve, obviously in charge, arrives as the lads are searching for a way into the main pipe. Not finding one they identify the best way into the pipe is through the next door flat.

While Steve gets Help Desk to contact my neighbours to gain access, the two guys stand guard over my sink in case someone else empties their washing up into the system.

8.25pm The guys have gained access to next door and promptly start clearing the blockage.

By 10.00am the job is done. And my kitchen looks cleaner and tidier now then it did before.

Thanks guys.

Met two fellow tenants in the lift and told them the tale. they were reassured that there is someone to turn to if something untoward happens.

The Help Desk is contactible by dialling 2 24 hours. Manned at the front desk of Dolphin House 8.00am to 10.00pm. Between 10.00pm and 8.00am calls taken by security, who know who to call.

[inga]

I think there is something wrong with the plumbing in Collingwood as well - twice recently we've had a slow draining sink, and then once, when the washing machine was emptying, it flooded back up the waste and over the top of the sink.

The first time, I thought it was a fluke; the second was a bit worrying - but if there are other flats also with problems, maybe this is something that needs a bit more investigation!

Both times - Mr Muscle Sink Unblocker left overnight chased by a kettle of boiling water has done the trick - so I didn't call the HelpDesk - in hindsight, they could probably do with knowing the extent of this problem, so we should all be calling them to let them know of the problems we have...

[nic]

I was heading down to the laundrette the other day (God I HATE not having a washing machine) and got stuck in the Hood House lift. When I finally arrived at said laundrette I rang the helpdesk number and got a pleasant human being who assured me the duty engineer would look at it straight away. By the time I had finished my washing (and drying) it seemed to be working just fine. Much as I don't like to compliment anyone associated with Mantilla I was grudgingly impressed.

[Brendan Martin]

Ah, fair play, Nic. If they did the job you shouldn't resent passing on the compliment. I think the Help Desk is a great innovation and it works.

[Peter]

Brendan, Sorry to butt into this conversation and so late on. I was a Dolphin Square tenant for a short while some 35 years ago and frequently stay with a friend still resident in Duncan House. (I now live in Canada).

If I may I would like to ask a question as I am extremely worried about this friend, who is getting on in years and has various maintenance issues and is convinced that the Help Desk wont help because he's a "Type B Tenant". I this true?

He has had no electricity in his bathroom for several months now and has to resort to candles. Also the toilet cistern sometimes overflows. In the kitchen the tap is more than just dripping, it's constantly flowing and, with that wonderful hard well water we all know and hate, is forming quite an appreciative amount of calcification.

Whilst I wouldn't have thought that the Help desk can remedy all those things, I am sure that they are liable at least for the wiring in the bathroom.

Although this friend says he has asked them, I don't actually believe that he has as he is too scared to ask and they would at least have come to inspect by now, I'm sure.

I'd be interested to hear your views, especially the difference between type A and B tenants as far as the Help Desk goes.

Peter

[Brendan Martin]

Thanks for the posting, Peter. As the case you raise involves someone who may not want their identity known to all and sundry, I have written to you privately.

Thanks for keeping your eye on Dolphin Dialogue, you're most welcome.

[Peter]

Thanks very much Brendan. I've just replied to it too.


Thanks again.

[act08]

Brendan
Brendan. I am puzzled ! Surely the circumstances described by Peter can't be true . If they are then it's a disgrace. I thought that some time ago the DSTA were getting clarification under The Landlord and Tenant Act . Also that they were getting DS2005 ( or whtever it's called ) to confirm that they had the means in place to get professional advice. As the "Peter " situation is important to all Option B tenants can you be more explicit about the outcome ?

[Peter]

act08,

Although Brendan very kindly offered to help I decided that I shouldn't pursue it any further as it could be perceived by this friend as meddling.

His procrastination is his own affair I suppose. It would appear that he may have to enlist the help of outside contractors anyway.

It seems ridiculous to me that there should be any difference in maintenance standards between types of tenants as it is, after all, in Mantilla's interest to keep things in good repair.

Where I live now that kind of discrimination would actually be against the law.

I was hoping that perhaps Mantilla, even if they aren't liable, would be able to provide the maintenance necessary at a nominal cost....wishful thinking I am sad to say.

[act08]

Peter
I had thought that according to recent experiences the landlord was responding quite well to Option B maintenance problems
There are 3 versions of the maintence clause 1) Option B tenants. 2) New tenants and 3) Those tenants who took the money but stayed on at the revised rent .
A firm of solicitors was paid in the first place to act on behalf of Option B tenants when the leases were prepared. I had hoped that they would have spotted any weaknesses in the section dealing with maintenance.
Subsequently I believe the DSTA were asked to clarify the entitlement of Option B tenants under the Landlord and Tenant Act. DS 2005 were of course provided with millions of pounds to protect the interests of Option B tenants so I hope they have the means of obtaining some legal clarification of the whole matter.

[Peter]

Understood. Perhaps Brendan can clarify where things stand at present. As I'm no longer a resident I would hope that everyone in the Square is made aware of their rights in a clear and understandable manner.

[Brendan Martin]

The DSTA did ask Mantilla to clarify exactly what level of Option B tenants can expect to receive. We also asked the same about the new tenants and those who took the money and surrendered their Option B lease in exchange for one of the new leases. Those who surrendered and new tenants have the same sort of lease.

The answer we received when we asked about the levels of service was that it was laid down in our individual leases. Careful reading of an Option B lease will show that many things a tenant had taken for granted under the old ownership are not included in the lease.

New tenants and those who took the money and stayed (Option A) are treated in the same manner - the difference being their leases lay down different levels of service.

Furthermore, some of the terminology in the Option B leases used is vague. For example the term "reasonable porterage" is used. Who determines what is "reasonable"?

Consequently, when any tenant calls the Help Desk, the team there check on the computer what type of lease the caller has and what services Mantilla is obliged to provide under that lease.

If it isn't included then Mantilla are within their rights to refuse to do it - however unpalatable that fact may be. It now appears that when the sale was going through, the fine detail of the Option B leases was not as carefully considered as it might have been by those representing our interests.

The then Dolphin Square Trust was the body who were scrutinising the leases on Option B tenants behalf. It is the opinion of some that they could and should have insisted on more detail in the leases and avoided phrases such as "reasonable porterage".

However, that was four years ago and what's done is done. It is not an ideal situation but we are stuck with it. The plus side side is that Option B tenants are guaranteed a home until 2018 and after that until 2034, if they wish to extend their lease.

It is worth mentioning here that Dolphin Square 2005 Ltd was set to protect the Option B leases and fight any serious breaches in them. They are currently working on a method of measuring Mantilla's performance and comparing it to what is laid down in the leases.

In the case mentioned by Peter, I am horrified that we have a tenant living in those conditions but as the person in question chooses to do nothing about it, we cannot intervene. As expressed to Peter privately, the DSTA will be happy should the tenant decide he/she would like our assistance.

[act08]

Brendan
Your response much appreciated. I haven't come across any instances of the landlords not meeting the maintenance needs of Option B tenants. On the contrary tenants have spoken to me about how heplful the response has been.
As there seems to be vagueness in the whole matter would it not be sensible to clarify the issue once and for all ?
The help desk would appear to know what is the entitlement for Option B tenants. Would it be possible to share this information ?
Is it possible to establish Option B entitlement to Maintenance under The Landlord and Tenant Act ?
Also would it not be sensible for provision to be made by the landlords to undertake the work which ,is established as not covered, by their own workforce at a fair rate . This will ensure , as already pointed out that the it is undertaken to the required standard ?
At the moment an Option B tenant doesn't know what to expect when contacting the Help Desk.