Dear Committee
I’m sorry that you haven’t heard back from us recently about your complaint about the parking on the Chelsea Estate.
One of the difficulties was that we don’t have clear guidance on how groups of tenants can raise complaints. But we should have kept you informed about things as we went along and I’m sorry that we didn’t. I’ve also raised it as something to look at for our complaints service task team. Hopefully we can update our guidance so that resident groups can get clearer guidance on how to escalate concerns in the future.
I know that you were upset because you felt we should involve residents more in choosing a parking provider and also that we should have clear ways to manage our parking contracts and change them if needed. We agree with you on this, and this is why we are currently managing a London-wide parking procurement review.
I’ve spoken to Ian Henderson recently because we are both working on the project group of the procurement review. It’s been very helpful for us to have residents on the project group and we would like to get more resident input by sending out a survey form. We are also asking for residents to let us know if they would like to be involved in helping choose the parking provider when we get to that stage.
I’ve attached a copy of the survey form we’re sending out to Chelsea tenants this week. It’s really important that people feed back on this, so we can understand what the challenges are on your estate. We want to put in place a consistent service but if there are things locally that need to be specific for Chelsea, we need to get feedback from residents about these. I hope you will feed back and tell others on your estate to as well.
I’m sorry that it’s taken a while but I hope this shows that we are working to resolve the issues you highlighted. I hope you accept my apology. I look forward to working with Ian as a representative of CATs on the project going forward.
If you have any questions about the survey please contact Marie on 0300 100 0303.
Yours sincerely
Hester Steedman Thake
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