19/12/2022 EMAIL to MATHTHEW SUGDEN
Executive Director governance

I recently represented residents at the First Tier Tribunal (FTT) where it was determined that there was “a regular and sustained practice, whether or not deliberate, of overcharging” (para 48) of residents.

The result of the 2-day tribunal concluded that most of the invoices for repairs by ESH Construction over a two-year period were incorrect by an average of 81% which resulted in £24,000 being refunded to residents.

Concerns over the poor financial management of the estate had been repeatedly raised to Accent’s executive management team (including Paul Dolan CEO, and Claire Stone, Director of Customer Experience) and the Board of Directors for two years.

Despite compelling evidence presented and repeated requests, our concerns were ignored.

This conduct resulted in a retirement community being forced into stressful litigation. Many residents were scared to participate against their landlord given their age and in light that a national firm of solicitors was hired by Accent to handle a relatively simple case.

Concerns over Accent financial management regarding service charge billing are long standing and are not limited to Lambert Court.

 

20/12/2022 EMAIL from SARAH IRELAND
Executive Director homeownership

The Board have asked me to respond to you on their behalf and I will come back to you with a full response to the points that you have raised by close of business on the 29th December.

We all sincerely apologise for the services provided to you which have fallen short of the standard that our customers should, quite rightly, expect and have fallen short of the standard that we would like to have provided.

 

 

22/12/2022 EMAIL to SARAH IRELAND

An apology for a genuine mistake would be accepted. The actions taken by Accent Housing in relation to the allegations made of overcharging by ESH construction were not genuine mistakes.

Since December 2019 Accent Housing made a purposeful and determined effort to deflect from the serious allegations of false representation. Any apology does not recompense for the time and effort spent pursuing, of what was conclusively proven by the FTT to be, a legitimate case.

The reputational risk of the organization was placed ahead of any concern for the financial welfare of a retirement community. All the overcharging by ESH Construction that were exposed at Lambert Court will have occurred on every other estate.

It is clear why there is a reluctance to pursue this matter.

I will gladly accept your latest offer to meet up provided the following conditions are met.

a) An independent extraordinary audit of works and associated charges undertaken by ESH Construction is undertaken and that report made public.

b) You provide the descriptions of works and the associated SOR codes for the years outside that covered by the FTT for all works to Lambert Court by ESH Construction.

 

23/12/2022 EMAIL from SARAH IRELAND

I just wanted to update you prior to the Christmas break to let you know that;

'we will be undertaking a full audit of works delivered by ESH and associated charges levied for these.'

I am so sorry that you had to spend so much of your time going through the FTT process to make us fully understand your concerns.

 

 

20/01/2023 EMAIL to SARAH IRELAND

Firstly, I would like to thank both you and Liz for coming out and felt our conversation was open and frank which was refreshing.

I have no reason to doubt your sincerity and your desire to implement change.

I feel it would be useful if you could provide the invoices and SOR for the repair works to Lambert Court outside that covered by the FTT. It would help to provide a guide as to the timeline of overcharging and whether it extended beyond the two years examined.

 

20/01/2023 EMAIL from SARAH IRELAND

It occurred to me after I had left you that of course there were additional schemes that had received repairs and subsequent recharges to leaseholders at the schemes that have since exercised the right to manage and I have confirmed to Julie Wittich that these should be included in the investigation and audit of the Esh contract.

Accent are adopting a more conciliatory and understanding and less adversarial approach to our customers complaints.

I forgot to confirm in my email below; yes we will provide you with the additional information that you require – Julie will write to you with this and introduce herself to you.

 

13/02/2023 EMAIL to SARAH IRELAND

It has been a month since our meeting. I have received no email from Julie Wittich.

The allegations against ESH Construction include knowing and wilful misrepresentation, failure to meet contract specifications and fraudulent billings. These are all serious fraudulent practices. I am sure you are aware there are various protocols involved in this type of investigation. This is not a simple case of residents being overcharged for service provision.

An investigation has been promised and yet no information on that has been forthcoming.

I have not received the requested invoices for work undertaken by ESH outside the FTT timeline as promised.

 

07/03/2023 EMAIL to SARAH IRELAND

You promised two things during our meeting and confirmed in your emails.

All invoices would be presented and an independent investigation of ESH would be undertaken.

I would request that all the invoices are provided as you promised. This would enable me to work through each one after which Julie could visit.

No explanation has been given as to why no other estates are not being investigated and why you have not brought in an independent team.