Fwd: 24/06901 Flat 14 - Update from NHBC
Abbey Beyene
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Date: 21 February 2024 at 18:34:38 GMT
To: My Case <MyC...@nhbc.co.uk>
Cc: arthur.g...@gmail.com, cwkf...@gmail.com, oliver...@hotmail.co.uk, erez...@gmail.com, liraz...@gmail.com, bindi....@gmail.com, simon...@googlemail.com, feila...@gmail.com, wanjo...@gmail.com, aa...@aaronshohetproperty.com, davidj...@pilcher.london, jith...@gmail.com, swati....@gmail.com, pathath...@gmail.com, mpr...@yahoo.co.in, propert...@gowerlanegroup.co.uk, lovea...@me.com, andras...@gmail.com, oa...@nwlsolicitors.co.uk, abbey....@yahoo.co.uk, penny....@gmail.com, evay...@gmail.com, gavin.c...@gmail.com, jahaida.b...@gmail.com, jasmine....@gmail.com, leann...@yahoo.com.au, liu.ter...@gmail.com, pankaj.g...@gmail.com, rabins...@hotmail.co.uk, s.bel...@hotmail.com, simon.du...@gmail.com, xzh...@imo.org, sahithi...@gmail.com, andy...@hotmail.co.uk
Subject: Re: 24/06901 Flat 14 - Update from NHBC
Regarding our initial complaint email, we have not received a 'final decision' letter from Taylor Wimpey. They have directed us to contact FirstPort, indicating that no action can be taken until requested by FirstPort. Currently, there's no indication that FirstPort has sought support.
I've attached both emails for your reference. The first is our complaint, and the second is their response, sent in a separate email. All work, including the temporary system installation, has been carried out by FirstPort.
FirstPort has informed us that they've enlisted a consultant to review and report on the current CHP and the report and recommendations were due by Friday, February 16. We've requested to review these recommendations before any actions are taken to understand potential future costs associated with system servicing and maintenance. We aim to avoid committing to significant expenses without our consent (email attached).
Since moving into our new-builds, we've faced issues like insufficient hot water and heating, significant water wastage. On the last occasion we were without hot water or heating for 8 continuous days in January 2024 following frequent intermittent outages between December 2023 and January.
We are unwilling to bear the costs of decisions made without our inclusion.
We seek your assistance in ensuring we receive a CHP system that is suitable for its purpose, without placing a heavy financial burden on us while being capital-light on the developer, Taylor Wimpey.
Please also be reminded that we exchanged with Taylor Wimpy between December 2021 and September 2022 for new build homes. The CHP unit designated to us has been operational since November 2017.
I hope this clarifies our situation and we look forward to a positive response.
Kind regards
Good Afternoon,
Thank you for your email, I apologise for the delay in getting back to you. We are currently aiming to respond within 10 working days.
Please can you send us the formal complaint that was raised to the builder along with the response that was issued to you? We can consider offering our resolution service once we have a copy of the complaint and the builder’s final decision letter.
Are FirstPort currently resolving the issues with the heating system? Have FirstPort carried out any works to date, has this been the builder?
We are also still awaiting the information that was requested from FirstPort. I will email again to chase this.
Kind Regards,
Danielle Caines
Customer Experience Consultant
NHBC Claims, NHBC House, Davy Avenue, Knowlhill, Milton Keynes, MK5 8FP | www.nhbc.co.uk | 0800 035 6422
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From: Abbey Beyene <abbey....@yahoo.co.uk>
Sent: Friday, February 16, 2024 12:09 PM
To: My Case <MyC...@nhbc.co.uk>
Cc: arthur.g...@gmail.com; cwkf...@gmail.com; oliver...@hotmail.co.uk; erez...@gmail.com; liraz...@gmail.com; bindi....@gmail.com; simon...@googlemail.com; feila...@gmail.com; wanjo...@gmail.com; aa...@aaronshohetproperty.com;
davidj...@pilcher.london; jith...@gmail.com; swati....@gmail.com; pathath...@gmail.com; mpr...@yahoo.co.in; propert...@gowerlanegroup.co.uk; lovea...@me.com; andras...@gmail.com; oa...@nwlsolicitors.co.uk; abbey....@yahoo.co.uk; penny....@gmail.com;
evay...@gmail.com; gavin.c...@gmail.com; Jahaida.b...@gmail.com; Jasmine....@gmail.com; leann...@yahoo.com.au; liu.ter...@gmail.com; pankaj.g...@gmail.com; rabins...@hotmail.co.uk; s.bel...@hotmail.com; Simon.du...@gmail.com;
xzh...@imo.org; sahithi...@gmail.com; Cllr.C...@Barnet.gov.uk; Cllr.R.C...@barnet.gov.uk
Subject: 24/06901 Re: 24/06901 Flat 14 - Update from NHBC
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Hi Danielle
Could you please reply to the email below?
We have also been informed by the property management company, FirstPort, that they have engaged a mechanical design consultant to review the current system and generate a report with recommendations for rectification.
We have requested that this report be shared with all leaseholders before any action is taken, so that we are aware of the potential future costs associated with servicing and maintaining the system.
Can you provide clarification on the extent to which we can demand this?
Thank you
Kind regards,
Leaseholders and Tenants in 57 & 59 Henry Darlot Drive
On Wednesday, 7 February 2024 at 16:48:30 GMT, Abbey Beyene <abbey....@yahoo.co.uk> wrote:
Hi Danielle
Thank you for speaking with me on Monday after afternoon.
The attachment is not applicable to our situation. Our issue concerns the CHP (3 boilers) located at 55 Henry Darlot Drive, installed in 2017 to service 55, 57 and 59 Henry Darlot (HDD). We have doubts about the CHP unit's suitability and capacity to service all three blocks, comprising of 51 flats in 55 HDD, constructed in 2017, and 13 flats in 57 HDD and 17 flats in 59 HDD, the completion of which took place in later years.
Most of us exchanged and moved in between December 2021 and September 2022, and the system has broken down about 15 times, affecting either heating, hot water, or more often, both. When working 'as designed', it does not provide sufficient hot water (heating seems fine). The breakdowns can last from a few hours to days, with the most recent complete breakdown lasting 8 days in January 2024 (log attached). We are currently being supplied by a temporary system located on the exterior of 55 HDD, with investigations and repair/replacement expected to take several weeks.
Taylor Wimpey (TW), also the landlord, sold the units at 57 & 59 HDD as new builds attached to a CHP unit installed in 2017 in one of their developments/new builds at 55 HDD. We are located 70 and 100 meters respectively from 55 HDD. Service priority is 55, then 57, then 59. Therefore, we have never received sufficient, uninterrupted hot water. The hot water takes anywhere from 60 to 120 seconds to come through. Based on the water flow and the average one-bedroom having three taps, we are wasting 42 litres of water per day. This can be repeated if the taps have not been run for an hour or so before using again.
We raised our concerns with TW several times and were ignored. We contacted NHBC in December 2022 for a final decision letter. In response to this TW mobilised several engineers to fix and upgrade the system. This worked for a while, but the failures continued. In the meantime, management of the building was handed over to property managers Mainstay and then to FirstPort (FP).
We have been paying service charges to FP for the maintenance of all the communal fixtures. In this last total failure, one of the emails we received from FP suggested corrosion of the boilers due to water ingress. This is clearly their lack of maintenance or using unreliable contractors.
Under new advice from NHBC, we wrote to TW on 27 January 2024 to release a 'final decision' letter and gave them 14 days. They have written back that it's not them but FP that we need to contact and they are unable to do anything until requested by FP. FP, as far as we know, has not requested support. We can provide this email.
Our concerns are:
1. Original Boiler Room Plans Overlooked for Cost Saving: Originally, there was a provision for a boiler room in the building where 57 and 59 HDD are situated. It has been left vacant. It appears that TW chose not to install a dedicated boiler for this building, opting instead to extend the existing CHP from 55 HDD to service both 57 and 59 HDD as a cost-saving measure (30 additional flats to the existing 51). This decision has resulted in inadequate heating capacity and efficiency, leading to the current issues.
2. CHP Longevity and Capacity Issues: Normally, CHP systems are expected to function efficiently for at least 10-15 years. The breakdown within just 2 years for us strongly indicates that the current system is not designed to adequately support three buildings, leading to its premature failure.
3. Lack of Due Diligence: The decision to route an existing 5-year-old CHP from 55 HDD to new buildings without thorough examination raises concerns about due diligence. It is crucial that such systems should be thoroughly evaluated before being repurposed for additional buildings. Additionally, please note that these CHP units were sold to us as part of our new build purchases with their age not disclosed.
4. Distance and Efficiency Concerns: With the existing CHPs located 70m and 100m away from 57 and 59 HDD respectively, it's questionable whether their usage aligns with the standards specified by the boiler manufacturer.
5. We need someone to investigate how TW was able to sell us boilers installed in 2017 as new.
In conclusion, we ask that NHBC urge Taylor Wimpey to reassess the situation and provide dedicated CHPs for 57 and 59 HDD. The current setup not only fails to meet our heating needs but also appears to fall short of NHBC standards in the specified criteria below:
8.3.2.3.2 Gas heating appliances - System
8.3.2.3.3 Gas heating appliances - Compatibility
8.3.2.3.4 Gas heating appliances - Performance
We are also concerned that the cost of the temporary system, the fix, and/or replacement will be added to our service bills by FP, who then do not release receipts/invoices for costs incurred, and we are to accept the costs blindly. FP is not accountable to any consumer protection body and has horrendous reviews and reputation as property manager across the whole of the UK.
We have contacted various bodies to help us understand our situation and offer support or advice, but we have been sent around in circles with no one offering a workable resolution, including solicitors we used in our purchase process and Citizens Advice Bureau.
We are all anxious about what system we will be left with as well as the impending annual service bill.
We believed that NHBC was created to protect us from cowboy builders and contractors, but there are still several hurdles to jump through to get the support we need.
Please help us make Taylor Wimpey accountable for installing a sustainable, fit-for-purpose CHP system dedicated to 57 and 59 HDD residents for our combined heat and hot water needs.
Kind regards,
Leaseholders and Tenants in 57 & 59 Henry Darlot Drive
Kind regards
Abbey
On Monday, 5 February 2024 at 17:02:06 GMT, My Case <myc...@nhbc.co.uk> wrote:
Good Afternoon,
Please see the attached from NHBC.
Kind Regards,
Danielle Caines
Customer Experience Consultant
NHBC Claims, NHBC House, Davy Avenue, Knowlhill, Milton Keynes, MK5 8FP | www.nhbc.co.uk | 0800 035 6422
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