The Slate Yard, M3

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

Manager response

Hi Alex, Thank you for taking the time to share your feedback. I’m sorry to hear that you feel the service hasn’t improved since the change in management. I’d really appreciate the opportunity to discuss this in more detail with you. Unfortunately, due to recent staff sickness and absences, we’ve had to rely on agency staff, particularly during the evenings, to ensure site security remains our top priority. I understand this may have affected the consistency of service, which is something we’ve been eager to resolve. We’ve since changed agency providers and introduced additional training to improve the level of customer service our residents receive. I’m pleased to say we’ve had lots of positive feedback about the new agency team, who are now much more familiar with the site and have become an extension of our existing staff. We truly value feedback from our residents as we continue to build a strong community and make The Slate Yard an even better place to live. While improvement takes time, we’ve already implemented a number of positive changes that have been well received. Following our recent resident engagement survey, we’ve also shared updates on the initiatives we’re working on as part of our wider engagement plan. All feedback (positive or constructive) helps us shape our community. Our ‘Spin the Wheel’ activity is simply a small way to add some fun and brighten residents’ days. I’d love the chance to talk through your concerns further. Please feel free to email me directly at helen.bowers@theslateyard.com Best wishes, Helen

Manager response

Hi Chris, Thank you for taking the time to leave your feedback, this is always very much appreciated. I will make sure the team receive your feedback. Best wishes, Helen