Don't condemn Bromford homes and customer service quality (From Wilts and Gloucestershire Standard)

Don't condemn Bromford homes and customer service quality

10:37am Friday 27th April 2012 in Letters

WE WERE very concerned to read two articles in the Wilts and Gloucestershire Standard condemning the quality of Bromford homes and customer service.

We invest millions of pounds into maintaining and improving the standards of our homes in and around the Cotswolds. We have customers who are vulnerable, with challenging issues, but we try to provide the services they need.

We think that where there are issues they should be reported both accurately and fairly and in this instance we feel these reports were unbalanced and misrepresentative.

The article on April 12 entitled ìMum-to-be ëat riskí from mouldy homeî carried an inaccurate and misleading photograph of a hole in the wall at a customerís property, stating that we had created it to resolve damp and mould issues. These issues were caused by a lack of heating in the home because the customer had been unable to pay her gas bill so the supply had been disconnected. We did not leave the house in this condition - at the time of our last inspection the internal vent was in place and not a ìgaping holeî as reported. To headline a quote comparing us to ìSoviet Russia in the 1950sî was utterly unfair.

We are working closely with this customer and she has confirmed that sheís now satisfied with our response.

We do appreciate that sometimes we may not get things right, but in this instance the issues were reported in a misleading way and thatís what has prompted us to write to you.

If you do have any questions or comments please contact us either by phone on 0330 1234 034; email customerservices@bromford.co.uk or on Twitter at www.twitter.com/BromfordLiving.

Suzanne Shead Bromford Head of Neighbourhoods – Gloucestershire