Damp Homes: How many people are there asking for help with defective work carried out to repair damp homes?

Graham Atherton made this Rhyddid Gwybodaeth request to The National Association of Citizens Advice Bureaux

This request has been closed to new correspondence from the public body. Contact us if you think it ought be re-opened.

Roedd y cais yn llwyddiannus.

Dear The National Association of Citizens Advice Bureaux,

Can you provide the following:

How many complaints does CAB assist with from consumers who are not satisfied with work carried out on their homes to repair damp (includes rising damp, flooding, structural leaks, pipe bursts)? A breakdown by UK region would be helpful.

An estimate of the total cost of these repairs

Yours faithfully,

Graham Atherton

Consumer Service Information Requests, The National Association of Citizens Advice Bureaux

1 Atodiad

Good afternoon Mr Atherton,

 

I act as main contact point for Citizens Advice at present for the Freedom
of Information requests and I have been passed a copy of your enquiry.

 

Thank you for your email requesting information on damp homes.

I have attached a letter for you attention.

 

Kind regards

Allison Dunstan

Citizens Advice consumer service

 

Citizens Advice

200 Aldersgate St,

London EC1A 4HD

 

[1][email address]

 

dangos adrannau a ddyfynnir

References

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1. mailto:[email address]
mailto:[email address]

Dear Consumer Service Information Requests,

Thank you for your prompt reply of 1st August 2014.

Can you clarify if the cost of repairs you quote is that of the defective original repair that is the subject of the request for assistance from CAB, or is it the (estimated or otherwise) cost of correcting the original defective repair?

One technical question - you mention that these records are the result of you searching electronic records. How did you carry out that search? Was it by using 'damp' as a keyword or was there more to it? For our comparison could we ask for the total amount (numbers of complaints and cost) of home repairs referred to CAB in last 12 months?

Many thanks

Yours sincerely,

Graham Atherton

Gadawodd Dan anodiad ()

You may also want to ask the Housing Ombudsman about complaints regarding damp as this is where I directed my complaints about damp and defective repairs when they were not addressed.

Consumer Service Information Requests, The National Association of Citizens Advice Bureaux

Dear Mr Atherton,

Thank you for your email where you requested some clarification on the information provided on Damp Homes.

1) Can you clarify if the cost of repairs you quote is that of the defective original repair that is the subject of the request for assistance from CAB, or is it the (estimated or otherwise) cost of correcting the original defective repair?

This figure provided to you was an average cost of correction in relation to a client enquiry.
When clients call the consumer service they provide us with either information on what they have paid, what they have lost or what they are seeking to put right what was completed incorrectly, the figure I provided to you was an average of this cost.

2) One technical question - you mention that these records are the result of you searching electronic records. How did you carry out that search? Was it by using 'damp' as a keyword or was there more to it? For our comparison could we ask for the total amount (numbers of complaints and cost) of home repairs referred to CAB in last 12 months?

I completed a keyword search on the system using the word Damp repair.
I have completed the same search using the same dates using the words home repair and I have established that we have received 8295 enquiries; however looking at these enquiries not all of them relate to actual home repairs because a key word search will pick up on the word home and repair in any circumstance.

Kind regards
Allison Dunstan
Citizens Advice consumer service
 
Citizens Advice
200 Aldersgate St,
London EC1A 4HD

dangos adrannau a ddyfynnir

Dear Consumer Service Information Requests,

Quoting your reply:

"This figure provided to you was an average cost of correction in relation to a client enquiry.
When clients call the consumer service they provide us with either information on what they have paid, what they have lost or what they are seeking to put right what was completed incorrectly, the figure I provided to you was an average of this cost."

Just to be clear - was the total figure you mentioned in your original reply the sum of all costs to the consumer - the original defective repair, the cost of what they have lost and cost of putting it right? We need a total cost rather than an average.

Could you do a search using just the keyword 'damp' so we can get an idea of the total cost of damp problems, and what range of problems people are having with damp. These might include people who have come to CAB after difficulties with employers, schools and so on.

Thanks

Yours sincerely,

Graham Atherton

Consumer Service Information Requests, The National Association of Citizens Advice Bureaux

Good afternoon Mr Atherton,

Thank you for your email where you have requested some further clarification on the information provided on Damp Homes.

1) Just to be clear - was the total figure you mentioned in your original reply the sum of all costs to the consumer - the original defective repair, the cost of what they have lost and cost of putting it right? We need a total cost rather than an average.

The figure I noted to you in my first correspondence related to the average of the total cost of damp repair.

2) Could you do a search using just the keyword 'damp' so we can get an idea of the total cost of damp problems, and what range of problems people are having with damp. These might include people who have come to CAB after difficulties with employers, schools and so on.

I have completed a keyword search for the word "Damp" and I have established that we have received 3572 enquiries in the same 12 month period

Yours sincerely

Allison Dunstan
Duty Officer
Citizens Advice consumer service
 
Citizens Advice
200 Aldersgate St,
London EC1A 4HD
 
[email address]

dangos adrannau a ddyfynnir