John Mctabish

Dear John Mctabish,

We are sorry to read that some residents have been dissatisfied with aspects of the estate's management, and we thank you for taking the time to share your feedback.

While we appreciate that security concerns and service charge increases can understandably cause frustration, we feel it is important to provide additional context.

Over the past eight days, Haus has received 17 reviews raising substantially the same concerns. Given this, we took it upon ourselves as senior managers, to investigate the matters raised and would like to share our findings to ensure that the circumstances are presented accurately and with the appropriate context. 

Regarding the car park gate, the issue was first reported on 17 May 2026 when it became stuck in the closed position. A contractor attended promptly and, following their inspection, a quotation was received and approved on the same day to avoid unnecessary delay.

The repair required a replacement part and works were scheduled for 9 June 2026. Shortly before the visit, the contractor advised that the incorrect part had been ordered, requiring a replacement and causing an unavoidable delay outside Haus's direct control. We remained in contact with the contractor, and the repair was completed on 18 June 2026, restoring the gate to working order.

A further issue affecting the same gate was reported on 22 June 2026. The contractor attended the same day and identified a separate, unrelated fault requiring additional remedial works. The quotation was received and approved on 24 June 2026, and we are currently awaiting confirmation of the contractor's attendance date.

A separate issue affecting the second vehicle gate was reported on 16 June 2026. The contractor attended the following day and restored the gate to working order.

On 24 June 2026, a further issue relating to the pedestrian gate was reported to our team. As with the previous reports, the matter was immediately referred to the contractor, who has been instructed to attend the site to investigate the fault. We are currently awaiting the contractor's findings to determine the cause of the issue and any remedial works that may be required. As this demonstrates, each reported fault has been acted upon promptly, and we continue to work proactively with the contractor to resolve any issues as they arise. 

With regard to the reported rat infestation, the issue appears to be confined to the bin store serving Block B rather than the wider estate. We have implemented a three-stage pest control treatment programme, ordered replacement bins from the local authority, and arranged for the bin store to be thoroughly cleaned.

We note the comments regarding service charge increases. Service charges are based on an approved annual budget reflecting the forecast cost of managing and maintaining the estate, including maintenance, repairs, utilities, insurance, statutory compliance and contractor services. As these costs change over time, service charges may increase or decrease accordingly. These adjustments reflect the anticipated cost of operating the estate rather than discretionary decisions by Haus.

Finally, we acknowledge that some reviews have been submitted by residents familiar with Haus through a previous management appointment. While that appointment concluded, Haus was subsequently appointed by the freeholder to manage the wider estate and Block B. We remain committed to fulfilling those responsibilities professionally and to working collaboratively with the freeholder, contractors and residents to maintain the estate to the highest possible standard.

We hope we can continue to work together in a constructive and positive manner. We would like to reassure all residents that any issues reported to us will continue to be investigated promptly, progressed with the appropriate contractors or stakeholders where necessary, and addressed as quickly as reasonably possible. 

Best regards
Jamie-Lee Damster