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24 September 2018, 3.00pm

On Tuesday 25 September, the Repairs Helpdesk will be closed from 3.00pm until 8.00am on Wednesday for staff training.

If you need to report an emergency repair, please call 0300 123 9966 or 020 8821 5300 and you will speak to our out-of-hours provider. To report a non-urgent repair please email cscmaintenance@onehousing.co.uk.

We apologise in advance for any inconvenience this may cause you.

    Failure of communal pipe work along Mastmaker Road & Byng Street

    Due to the failure of the communal pipe work along both Mastmaker Road & Byng Street, we have decided to replace the existing HIU units within the affected homes with a high capacity electric boiler. The purpose of this is to ensure that hot water can be delivered to all hot water outlets and that the heating operates effectively and as efficiently as it can.

    We have been working to resolve problems with the communal heating and hot water pipe work at your homes in Mastmaker Road and Byng Street.

    Due to the failure of the communal pipe work along both Mastmaker Road & Byng Street, we have decided to replace the existing HIU units within the affected homes with a high capacity electric boiler. The purpose of this is to ensure that hot water can be delivered to all hot water outlets and that the heating operates effectively and as efficiently as it can.

    We have undertaken a number of surveys to try and ascertain where below ground the failed pipe work is located, these surveys have been quite detailed and as a result, been quite lengthy.

    The surveys have been and are currently being reviewed and when completed, we will be putting together a schedule of works to reinstate the pipe work and the individual HIU units to those properties that have been fitted with the electric boilers. We have agreed to cover any additional cost incurred to facilitate and use the electric boilers.

    We are aware that there have been issues surrounding the payments being made and it has come to our attention that in some cases there have been delays in getting payments out. This is not intended and for this we can only apologise for any difficulties that this may have or has continued to cause.

    Due to the inconvenience of the failure and the associated works that followed and are to start, we will be discussing compensation arrangements with the residents when all the works have been completed.

    We are doing all we can to ensure that the works are completed in a timely manner.

    Our One Direct team has put together some Q&As to help answer questions about the current issues and upcoming works:

    • Why has the pipe work failed?

    The existing pipe work is below ground. Until we remove and analyse the pipe work, we will not be 100% sure which may have caused it.

    • Has there been damage to the building due to the leak?

    No. We have undertaken an underground survey of the areas where the failure is known to have happened. This has shown no anomalies or damage to the underside / foundations of the building.

    • Is there a risk of this failure reoccurring?

    When works to replace the damaged pipe work are undertaken, it will be done so to ensure that there are no repeats of previous failures and that the pipe work will be where ever possible accessible.

    • Will we receive compensation?

    After the works have been completed, compensation will be calculated on a property by property and individual basis. After the works have been completed; all ongoing maintenance will be recharged as normal in accordance with the terms and condition of your current lease.

    If you are vulnerable, have specific needs or know a neighbour who may need additional assistance, please let us know. We are working hard to provide extra support until the problems are resolved.

    Please accept our sincere apologies for the inconvenience that this issue has caused and continues to cause. This is an exceptional failure which has presented a number of technical challenges, we are determined to reach a long term sustainable solution and fully resolve these issues. 

    If you have concerns of any nature please do contact our customer contact centre on 0300 123 9966 or at cscmaintenance@onehousing.co.uk.

    Published on 07/09/2018

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