Communal heat and hot water charge

N K G made this Rhyddid Gwybodaeth request to Swan Housing Association Limited

Automatic anti-spam measures are in place for this older request. Please let us know if a further response is expected or if you are having trouble responding.

Yn disgwyl am adolygiad mewnol gan Swan Housing Association Limited o'u triniaeth o'r cais hwn.

Dear Swan Housing Association Limited,

Can you please provide for Streamlight Tower blocks/estates the following information:

(a) heating charges
(b) hot water charges
(c) how these charges are calculated

I am extremely confused about the separate heat and hot water charge from Swan. I know this was previously incorporated into my service charge and was at some point informed this would be collected separately by Swan and deducted from the service charge. However, I am being charged double or more of what I previously ever paid for this same heat and hot water charge when it was included in my service charge. And I’m now being charged at what averages out to be £3 per day! For period 01 December 2018 to 31 December 2018 I have been billed £91.17. Which is even more significantly strange since I spent a lot of Christmas period with my family and wasn’t even spending much time at the property, with heating turned off completely in my absence.

I need to have the cost explained to me and broken down as currently the usage does not match what I am being billed as a single person living in my very small flat. I am already paying for electricity and water separately to the relevant energy suppliers. This heat and hot water charge is not a commonly known one and I am definitely struggling to understand how this is adding up to £91.00 for a month, a month where I was away for almost half of it with no use of water and heating turned off completely.

At the same time, it worthy to note that my service charge increased by approximately £60.00 in April 2018 in addition. All of this costs seem unjustified in numerous ways. The listed service charge expenditure breakdown previously included this for the year at a much lower monthly average cost to what this new cost is being billed as, and there are other items listed such as window cleaning which have never taken place since I moved here in May 2017, yet charged within service charge for each year.

I look forward to hearing from you.

Yours faithfully,

N K

Dear Swan Housing Association Limited,

Please pass this on to the person who conducts Freedom of Information reviews.

I am writing to request an internal review of Swan Housing Association Limited's handling of my FOI request 'Communal heat and hot water charge'.

Dear Swan Housing Association Limited,

Can you please provide for Streamlight Tower blocks/estates the following information:

(a) heating charges
(b) hot water charges
(c) how these charges are calculated

I am extremely confused about the separate heat and hot water charge from Swan. I know this was previously incorporated into my service charge and was at some point informed this would be collected separately by Swan and deducted from the service charge. However, I am being charged double or more of what I previously ever paid for this same heat and hot water charge when it was included in my service charge. And I’m now being charged at what averages out to be £3 per day! For period 01 December 2018 to 31 December 2018 I have been billed £91.17. Which is even more significantly strange since I spent a lot of Christmas period with my family and wasn’t even spending much time at the property, with heating turned off completely in my absence.

I need to have the cost explained to me and broken down as currently the usage does not match what I am being billed as a single person living in my very small flat. I am already paying for electricity and water separately to the relevant energy suppliers. This heat and hot water charge is not a commonly known one and I am definitely struggling to understand how this is adding up to £91.00 for a month, a month where I was away for almost half of it with no use of water and heating turned off completely.

At the same time, it worthy to note that my service charge increased by approximately £60.00 in April 2018 in addition. All of this costs seem unjustified in numerous ways. The listed service charge expenditure breakdown previously included this for the year at a much lower monthly average cost to what this new cost is being billed as, and there are other items listed such as window cleaning which have never taken place since I moved here in May 2017, yet charged within service charge for each year.

I look forward to hearing from you.

Yours faithfully,

A full history of my FOI request and all correspondence is available on the Internet at this address: https://www.whatdotheyknow.com/request/c...

Yours faithfully,

N K G

Improvement Mailbox, Swan Housing Association Limited

Good afternoon,

Thank you for your email. Before we can advise further, please can you
confirm your address.

Kind Regards,

Rosie Holder
Customer Relations Officer

Pilgrim House, High Street, Billericay, Essex, CM12 9XY
Direct Tel: 01277 314341 I Main Tel: 0300 303 2500

Please consider the environment before printing this email.
This e-mail is the property of the Swan Group and may contain confidential
and privileged material for the sole use of the intended recipient(s). Any
review, use, distribution or disclosure by others is strictly prohibited.
If you are not the intended recipient (or authorised to receive for the
recipient), please contact the sender and delete all copies of the
message. Please note Swan Group accepts no liability for any viruses,
which maybe transmitted in or with this email, nor does it accept
responsibility for any such data corruption, interception or unauthorised
amendment which can occur as a result of internet/email
At Swan Housing, we are working hard to continue to support our customers
during the current world health issue and are committed to continuing to
keep delivering our vital services. We are currently working on a Rota
basis in order to continue to provide our service however some staff may
be working from home as per current Government guidance. Our Swan website
will give you our latest response to the situation at [1]www.swan.org.uk
where you can also use Live Chat, and the Government website is the best
source for health related information – you can access this here.
I may be slower than normal in responding as I am part of the team working
to deliver service continuity. If you need to speak to someone urgently,
please call the main Swan switchboard on 0300 303 2500 who will help to
reach one of the team for assistance.
All media enquiries should be directed to [2][email address]

dangos adrannau a ddyfynnir

Dear Improvement Mailbox,

I am a resident at:
Streamlight Tower
9 Province Square
London
E14 9DW

Yours sincerely,

N K

Improvement Mailbox, Swan Housing Association Limited

Good Morning,

In order for us to log your request and answer your questions, please can
you confirm your full address and contact details. We will need your
apartment number in order to find you on our system.

Please fee free to contact me on 07736 925834 to discuss this further if
need be.

Kind Regards,

Rosie Holder
Customer Relations Officer

Pilgrim House, High Street, Billericay, Essex, CM12 9XY
Direct Tel: 01277 314341 I Main Tel: 0300 303 2500

Please consider the environment before printing this email.
This e-mail is the property of the Swan Group and may contain confidential
and privileged material for the sole use of the intended recipient(s). Any
review, use, distribution or disclosure by others is strictly prohibited.
If you are not the intended recipient (or authorised to receive for the
recipient), please contact the sender and delete all copies of the
message. Please note Swan Group accepts no liability for any viruses,
which maybe transmitted in or with this email, nor does it accept
responsibility for any such data corruption, interception or unauthorised
amendment which can occur as a result of internet/email
At Swan Housing, we are working hard to continue to support our customers
during the current world health issue and are committed to continuing to
keep delivering our vital services. We are currently working on a Rota
basis in order to continue to provide our service however some staff may
be working from home as per current Government guidance. Our Swan website
will give you our latest response to the situation at [1]www.swan.org.uk
where you can also use Live Chat, and the Government website is the best
source for health related information – you can access this here.
I may be slower than normal in responding as I am part of the team working
to deliver service continuity. If you need to speak to someone urgently,
please call the main Swan switchboard on 0300 303 2500 who will help to
reach one of the team for assistance.
All media enquiries should be directed to [2][email address]

dangos adrannau a ddyfynnir

Dear Swan Housing Association Limited,

Please pass this on to the person who conducts Freedom of Information reviews.

I am writing to request an internal review of Swan Housing Association Limited's handling of my FOI request 'Communal heat and hot water charge'.

I have provided my full address to swan housing following request below. I am now requesting an internal review since this complaint has not yet been resolved and is long overdue on the part of Swan Housing and by law, under all circumstances, the authority should have responded by now. Thanks.

A full history of my FOI request and all correspondence is available on the Internet at this address: https://www.whatdotheyknow.com/request/c...

Yours faithfully,

N K G

Information (Generic Enquiry Mailbox), Swan Housing Association Limited

Good Afternoon

Thank you for your email.

Please can you confirm your full address including Flat number and your
full name?

Once this information is received we can ensure your queries are
investigated and ensure you receive a response.

Kind Regards

Vicky Roper
Customer Relations Officer

Direct Tel: 01277 315009 I [mobile number]  Main Tel: 0300 303
2500
Swan Housing Association Registered Office - Pilgrim House, High Street,
Billericay, Essex, CM12 9XY
Registered Number – 28496R

      

Please consider the environment before printing this email.
This e-mail is the property of the Swan Group and may contain confidential
and privileged material for the sole use of the intended recipient(s). Any
review, use, distribution or disclosure by others is strictly prohibited.
If you are not the intended recipient (or authorised to receive for the
recipient), please contact the sender and delete all copies of the
message. Please note Swan Group accepts no liability for any viruses,
which maybe transmitted in or with this email, nor does it accept
responsibility for any such data corruption, interception or unauthorised
amendment which can occur as a result of internet/email

At Swan Housing, we are working hard to support our customers during the
current world health issue and are committed to continuing to keep
delivering our vital services as we begin to emerge from lockdown. I can
be contacted via email.
Our Swan website will give you our latest response to the situation at
www.swan.org.uk where you can also use Live Chat to speak to our teams.
The Government’s website is the best source for health related information
– you can access this information here.

All media enquiries should be directed to [email address]

dangos adrannau a ddyfynnir

Dear Swan Housing,

I will not be posting my personal home address as requested by you, on my request for the FOI.

I note that you have not confirmed or denied whether the authority holds this information, and have not applied an exemption that would remove this obligation.
As you may be aware, Section 1(1) of the FOI Act (https://www.legislation.gov.uk/ukpga/200...) states that "Any person making a request for information to a public authority is entitled to be informed in writing by the public authority whether it holds information of the description specified in the request".
I would be grateful if you could clarify whether or not this information is held, or specify which exemption of the duty to confirm or deny you are applying.

Yours sincerely,

N K G