Hairpin House, B12

Manager response

Hi, Thank you for taking the time to share your experience with us. We’re genuinely really sorry to hear that your experience at Hairpin House has left you feeling this way. It’s good to know you liked the building’s design and the local area, but we’re disappointed to know that this was overshadowed by issues with the quality of some facilities and, more importantly, by the way your concerns were handled. We never want any of our residents to feel dismissed or unsupported in their home, and we’re sorry to hear that this is what you've experienced. We would appreciate the opportunity to make things right. So, if you're open to it, please pop us an email to hello@hairpinhouse.co.uk We really appreciate your honesty and can assure you that all feedback is taken seriously.

Manager response

Thank you so much for your thoughtful and detailed review, S K. We’re delighted to hear that you’ve enjoyed the warm atmosphere, interior design, amenities, and sense of community within the building. It’s especially lovely to hear your kind words about Lawrence and Paul — we’ll be sure to pass your feedback on to them and the wider team. We’re also pleased that you’ve found the environment welcoming, well-maintained, and that maintenance issues have been handled promptly and transparently. We really appreciate your honest feedback regarding the guarantor policy. We understand your frustration, particularly given your positive rental history and the availability of a willing private guarantor. Your comments have been noted and will be shared with the relevant team as we continue reviewing policies and resident experience. Thank you again for taking the time to share both the positives and areas where you feel improvements could be made.

Manager response

Thank you for your detailed and thoughtful feedback. We’re really pleased to hear that you’re enjoying the design, workspaces, terrace garden, parking, and the variety of activities available, as well as the convenient access to transport and local attractions. It’s great to know these aspects are making a positive impact on your experience. We also appreciate your constructive suggestions. Your comments about improving the cleanliness of the terrace garden, expanding activities for children, and the addition of a gym and more spacious work areas are all noted and will be shared with the relevant teams for consideration. We’re always looking for ways to enhance our residents’ experience. We’re sorry to hear about the noise concerns, particularly at night and on weekends. This is something we take seriously, and we will continue to explore ways to better manage and minimize disturbances. Regarding response times, thank you for highlighting this. While we’re glad issues are being addressed, we understand that timeliness is important and we will work on improving our responsiveness. Thank you again for your recommendation and for taking the time to share your insights—they help us continue to improve.

Manager response

Thank you for your thoughtful and detailed review. We’re really pleased to hear how much you’re enjoying the design of the development, the shared facilities, and the peaceful atmosphere overall. It’s also great to know our maintenance and management teams have been responsive and helpful—your feedback means a lot to us. We appreciate you highlighting the parking and EV charging concern. We understand how frustrating it can be when your allocated space doesn’t meet your needs, especially as EV usage continues to grow. Your suggestion about prioritising EV bays for electric and plug-in vehicles is very valuable, and we’ll be sure to share this with the wider team as we continue to review and improve our parking arrangements. Thank you as well for mentioning the occasional noise at night—we recognise how this can impact comfort, particularly during warmer periods. We’ll keep this in mind as part of our ongoing efforts to maintain a pleasant living environment for all residents. It’s wonderful to hear you’ve discovered and are enjoying the Digbeth neighbourhood and its amenities. We’re grateful for your recommendation and for taking the time to share your experience.

Manager response

Thank you for your kind and detailed feedback. We’re really pleased to hear that you’re enjoying the building, the facilities, and that our reception team has made a positive impression — we’ll be sure to pass on your comments to them. It’s also great to know that you’ve found the location convenient and that your experience with maintenance and move-in support has been smooth. We appreciate your honest feedback regarding parking and the surrounding area. We understand that the lack of guest parking can be frustrating, and we’re sorry for any confusion caused by the information on the ILA app. We will review this to ensure it’s clearer for current and future residents. Thank you again for your recommendation — it means a lot to us. If there’s ever anything you need, please don’t hesitate to get in touch.