The Slate Yard, M3

Manager response

Good Morning, Thank you for your detailed feedback. I’m sorry to hear that you are not fully satisfied with our service. We actively encourage feedback and suggestions to help ensure our events programme reflects the needs and interests of our community. Recently, we have hosted a range of arts and crafts events based on resident input. While we understand these may not appeal to everyone, we remain open to further ideas. We have also expanded our fitness offering beyond yoga to include HIIT, a running club, and spin classes. There is a suggestion box in the amenity space should you wish to share any ideas, and I will ensure any feedback is passed on to our Resident Engagement Manager. Regarding fire safety, I would like to reassure you that this is taken extremely seriously. We carry out regular compliance checks on a weekly and monthly basis, and all fire doors are inspected quarterly in line with current legislation. Following our most recent audit, repairs were identified as necessary for the door you mentioned, and a contractor was instructed accordingly. The latest repair was carried out last week. Unfortunately, due to the frequency of use, the door has continued to develop faults despite multiple repair attempts, and further works are required. We are aware of the ongoing issue, and replacement parts have been ordered. In the interim, our team are conducting hourly checks to ensure the door is closing correctly. Nearby doors remain secure, and with our onsite reception presence and fob-controlled access, the risk of unauthorised entry is mitigated. Should you wish to discuss this further, please feel free to contact me directly at helen.bowers@theslateyard.com, as this is often the most effective way to address concerns and provide reassurance. Best wishes, Helen Bowers General Manager

Manager response

Good afternoon, Thank you so much for taking the time to share your feedback. It truly means a lot to hear how our Housekeepers have made a positive impact on our community. They work incredibly hard every day, and it’s wonderful to know their efforts are noticed and appreciated. I will be sure to pass on your kind words to them. Best wishes, Helen

Manager response

Hi Ashleigh, I hope you are well. Thank you for taking the time to share your feedback. We are genuinely sorry to hear that your experience did not meet your expectations following the change in management. Our aim has always been to enhance the community at Slate Yard and to better understand the needs of our residents so we can continue making improvements. We take all resident feedback seriously, and I was disappointed to read your concerns regarding maintenance and communication. Having reviewed the historic correspondence, I believe our communication has remained professional, responsive, and courteous, and that maintenance issues raised were addressed in line with our responsibilities. That said, I would welcome the opportunity to discuss this further with you to better understand why you felt differently at the time and whether there is anything we could have done better. We have been navigating a significant transition period, and while this is never an excuse, we recognise that change can sometimes present challenges. We acknowledge that improvements were needed at Slate Yard and remain committed to implementing positive changes across the community. Regarding rent reviews, these are proposed in line with market conditions and inflation. While we are unable to comment on rent increases under previous management, the renewal offer provided to you during our management was aligned with current market value. We understand that rent increases can be difficult and always aim to ensure the process is fair and transparent. We also acknowledge that parking availability at Slate Yard is limited. We have never advertised that parking is readily available on site. Since taking over management, we have not operated or inherited a formal waiting list; however, we do recognise the demand for more affordable options. We have approached NCP to explore the possibility of an exclusive discount for residents. Any such arrangement would be at their discretion. As always, parking considerations should form part of a resident’s decision making process when choosing a home. In relation to your deposit, any proposed deductions are assessed in accordance with the inventory report, check-out condition, and Tenancy Deposit Scheme (TDS) guidelines. We proposed a £50 cleaning charge, which was reduced to £40, alongside outstanding rent arrears. These deductions were mutually agreed and deemed fair. We are sorry to learn that you felt this way through your online reviews, and it’s a shame we weren’t aware of the extent of your concerns while you were still living at The Slate Yard. We would have genuinely welcomed the opportunity to discuss them with you at the time and see what improvements could have been made to enhance your experience. Open and honest feedback is always appreciated, as it allows us the chance to learn and improve. Should you wish to discuss this in further detail, please do contact me directly - helen.bowers@theslateyard.com Best wishes, Helen