Whether it be a complaint or a positive comment, we want to hear from you; your feedback helps us to understand you better and to continually improve our service to you. Please be aware you must submit your request within 28 days of the date the issue occurred or the request will be null. Nowadays, Murphy sits on the boards of large public sector organisations as well as private companies. For example, in recent developments in Luton and Basingstoke. A court case challenging the evictions is currently in progress. It deals in information. I have recently had my front door replaced. Mears also sees the overlap between its housing and care businesses as a good selling point looking to capitalise on an ageing population. To make things worse, a lady called Nikki/Nicky was beyond rude on the phone, and for no reason whatsoever! For example, a slide in a June 2018 investor presentation gave a list of housing challenges. There are ways to do this; plan what you are going to say, and always stay calm and polite. It had hoped to take over the contract to run much of the Ministry of Defences main accommodation estate in 2018, after Carillion went spectacularly bust. To log a compliment for Pinnacle, Amey or VIVO staff, please use the following link pinnacleservicefamilies.co.uk/compliments. Few days the same plamer who has only manual show up And seemed has no clue what job need to be doneI explain to him now I have broken pipe and he checked and suggested that he think it's the wall .So he couldn't do it day because he need some one work him to brok the wall .Anyway the they gave me onther appointment on 03 /04/23/ afternoonAt 1:30 I received in my answer machine telling me they can't make it due to unfinished business elsewhereThey arranged onother appointment on the 06/04/23/ To be continuing. In 2017, Stroud Council, in Mears own county of Gloucestershire, cancelled its 4 million maintenance contract with Mears after just one year. Mears agreed to buy Mitie Property Management, the social housing management wing of outsourcer and detention profiteer Mitie, for 35 million. The storage may be used for marketing, analytics, and personalization of the site, such as storing your preferences. Elizabeth Corrado is linked to the booming world of social finance, where investment banking meets philanthropy for a profit, of course. Property manager comes around every 3 months to "check" property. Mears paid out 12 million in 2017, up from 11 million the year before. Its biggest acquisition yet was announced in November 2018. These items are used to deliver advertising that is more relevant to you and your interests. This rating has improved by 3% over the last 12 months. He is responsible for the overall strategic direction of the business, performance, growth and customer service. He also chairs the investment committee at University College London hospital. To effectively deal with complaints, it is necessary for them to be considered as close as possible to the date of the matter arising. Ongoing repairs and maintenance. Phone: 033 0678 0277. The contract began in 2016 and was set to last for up to 10 years. Mears is an enthusiastic part of this. Click here to get in touch. Its revenues from this in 2017 were 134 million, down from 152 million the year before. All rights reserved. What should you do if you are approached about your noise levels? According to its latest annual report, Mears works on over 14% over 650,000 of the social homes in the UK. This is the first time Mears has worked as a refugee landlord. For example, a website may provide you with local weather reports or traffic news by storing data about your current location. Honestly dont know why people would use you. I have had the misfortune of dealing with two such infantile employes recently and complaints thus far have not removed them from being in a position to constantly hassle me. Ground Floor CAMBS While profits and payouts remain healthy, Mears financial profile shares many similarities with those of troubled outsourcing firms such as Interserve and Carillion, with potentially few resources to fall back on if contracts are lost or government spending is cut further. This is the official facebook page for Mears Group. Email: feedback.mearsliving@mearsgroup.co.uk. We will keep records of all customer contact, including complaints and the details of any investigation carried out so that we can deal objectively with complaints when they occur. However, the education inspectorate Ofsted gave the Mears Learning division, which runs apprenticeships in the company, a negative rating of insufficient progress in its report in May 2018. After all costs were taken off, Mears profits were over 20 million each year between 2014 and 2017, and solidly above 10 million in the years before that. Regular inspections by our housing officers to ensure safety and compliance with relevant legislation. Charges for MEARS HOUSING MANAGEMENT LIMITED (03662604) More for MEARS HOUSING MANAGEMENT LIMITED (03662604) Registered office address 1390 Montpellier Court, Gloucester Business Park, Brockworth, Gloucester, GL3 4AH . Capitalism, What is it and how can we destroy it? Repairs | Mears Living From experience I can confirm that they will promise much about the condition of the property then when it comes time to hardback the houses. Links. The company paid out 52 million out to its shareholders over the last five years, while CEO David Miles made 443,000 last year over 20 times the average wage for Mears workers. If we are unable to meet this timescale, we will let you know and keep you updated on progress. Mears will release its results for 2018 in March. EMERGENCY REPAIRS: If you have an issue that poses a risk to life or the structure of your home, please report this to us over the phone so we can assess the situation quickly and get you the help you need. On the flip side, if you have a positive comment about their service, please let them know so that it can be developed as best practice. Later that year, the chief executive of North Lanarkshire asked police to review separate claims that McCabe had been on a holiday to Turkey with another Mears executive, Steve Kelly. According to its published accounts, the new activities in its housing and care businesses have not been funded by taking on lots of extra debt. While this is a big new income source for Mears, asylum landlords have not always had an easy ride financially. This was slightly down on the previous year but overall Mears has grown quickly. Mears Living is a Registered Provider, which means our activities are regulated by the Regulator of Social Housing. Mears business is above all about partnership, making joint ventures and contracts with other developers especially government bodies, councils, and housing associations. Our people | Mears Living They should not be allowed to violate people's rights." He decided not to put in a complaint, he said, because he was worried that the Home Office might view this unfavourably while his asylum claim was ongoing. Later, Morgan said he was suing the Labour Group over the issue. My house wasnt attended at the time as i was staying with my boyfriend and his parents due to my mental health being really bad. Remember: when making a complaint, give as much detail as possible about the issue and be very clear about your desired outcome. Once you have registered a complaint, a Mears customer care manager will contact you giving you a reference number for your complaint. - Mears Living will provide clear reasons for any decisions, referencing any relevant policy, law or good practice where appropriate in their outcome response. But whereas G4S or Capita have profited from the sell-off of national services, Mears has thrived in the smaller and less visible world of local government privatisation. United Kingdom, Email: contact[at]corporatewatch.org If you have an issue with any of the services you receive from Pinnacle or your local housing and repairs and maintenance provider (Amey or VIVO), make sure you register an official complaint; this gives them a true picture of the service they are delivering, as well as the information needed for them to change processes and resolve the issue for the future. Labeled Verified, theyre about genuine experiences.Learn more about other kinds of reviews. Sadly this company doesn't appear to care about its shockingly bad reviews & reputation. You can provide feedback over the phone, or in writing. But he was also eligible for a bonus on top of his salary of up to 774,000, which would have taken his income well over the million mark. Definition: Repairs to remedy a defect that does not cause immediate risk to the health, safety or security of a tenant or third party and although therefore not an emergency, still needs to be. Totally unacceptable! Company status Active Company type Private limited Company Incorporated on 5 November 1998 . Privacy is important to us, so you have the option of disabling certain types of storage that may not be necessary for the basic functioning of the website. This time? Who do you go to for help if you are living next to civilians? We subscribe to The Property Ombudsman (TPO) and the Housing Ombudsman schemes. This way you dont need to keep calling to chase if they state that they have ten working days to reply, but you can also ensure they meet any timing guidelines they have. All of that came either directly from the public sector through local authorities and NHS Trusts or from housing associations. They are listed as non profit but are companies limited by guarantee rather than charities. London No shower for 2 weeks and they still can't be bothered to turn up. All of which could be very profitable for Mears and other private sector partners. I was waiting almost 3 years for an ongoing repair to be fixed! Online by completing the online Stage 2 complaint form which is available on the MOD Intranet. relevant documents or dates/times of relevant visits/phone calls. If you are unhappy with our response at stage two, you can escalate your complaint to be reviewed. They will work quickly with Mears, to help resolve problems or offer you support. To terrible running of a firm how they one another contract is beyond me no loyalty. Floor 6, Zone A Stage 1. It also has other business lines including employer security checks. We work with local authorities, private landlords, investors and tenants to develop an understanding of local communities and to provide the homes people need. Planned Maintenance. If you are not satisfied with the response you receive at stage 1 and 2, you can escalate your complaint to the Independent Housing Review Panel by: Emailing: People-Accom-ACRP-Stage3@mod.gov.uk, Independent Housing Review Panel They no show and expect us to wait months for another booking. Holt was paid 285,000 for 2017. You have to wait for each stage to be closed before you can escalate to the next level. Complaints submitted outside these timings will only be considered if there are clear extenuating circumstances, such as deployments, training etc. The content of this website is licensed under a Creative Commons Attribution-NonCommercial 3.0 Unported License. Never follow up on calls or emails. Remember that your comments may be recorded making a complaint via Facebook or email, may feel informal, but these are permanent records of your comments, so be aware of your language and tone. A council investigation found that it had been overcharged by over 500,000 for some 1,000 plastering jobs. Mears is one of the UK's biggest maintenance and repairs contractors, working on over 650,000 homes for councils and housing associations. So far, Mears has overall management responsibility for some 10,000 properties. A customer insight report will be published on the Pinnacle Service Families website monthly outlining some of the findings. The same applies to the 94 million Mears currently estimates the housing businesses it has bought to be worth (this may have increased significantly with the purchase of Mities housing division in 2018). When you contact us with an issue, we will try to resolve it quickly and informally. Terrible company who dont care. Mears emergency, urgent or general repairs types For security reasons, your soldier will need to log on to an MOD Dii computer to complete and submit the form. Letter: by writing to the Customer Services Team (address below). Mears housing complaints, stories and advise - Facebook Army Families Federation 2022, 01Pinnacle (Amey and VIVO) complaints process, 02Pinnacle (Amey and VIVO) compliments process, 08How to deal with nuisance neighbours, 09Neighbourhood disputes regarding pets, People Accommodation Special to Type Complaints Update for all personnel, pinnacleservicefamilies.co.uk/compliments, submit the compensation form on the Pinnacle website, Love2Shop website for the full list of retailers, Service provided accommodation Common Law Claims, Future Defence Infrastructure Services (FDIS), Policy Fact Sheet Duty to refer specified public authorities, Stage 1 Submission within 28 working days of the incident, Stage 2 Submission within 28 working days from receipt of the Stage 1 response, Stage 3 Submission within 28 working days from receipt of the Stage 2 response, The SFA address relating to your complaint, Why you are not happy with the result of your Stage 1 complaint. The contract started in January 2011, as a partnership deal between the council and a company called Morrison Facilities Services Ltd, a subsidiary of Anglian Water. And in July, the council made a number of U-turns to bring community engagement, neighbourhood employment, and repairs management teams back in-house to council control. We have asked our external auditors to investigate fully, as is right, to establish if the allegation has any basis and will act accordingly., A Mears spokesperson said: Mears does not in any way recognise these claims and are not aware of any audit being undertaken within the council. DIO Service Delivery Accommodation Briefly set out your complaint, why you are not satisfied with the stage 1 response and what outcome you would like. Ask to speak to a manager if necessary if you feel that the person you are dealing with doesnt understand your issues, or isnt being helpful, try not to get angry but ask to speak to a manager or someone more senior. DIO will acknowledge it within three working days and provide a reference number. Corporate Watch Financial compensation for anything out of the above is not possible via the suppliers, however, you may be able to claim via the MODs contracted claims administrators in the common law claims department clearer guidance has been issued as to how and what you may be able to claim for without having to go through the complaints process. . But there is no evidence of any illegal wrongdoing. If the terms of the licence are breached it is DIOs right to terminate it. These items are used to deliver advertising that is more relevant to you and your interests. But for Mears, this will mean taking one of its main competitors out of the game. At the time of writing, the top five biggest stakes are held by investment funds: Most companies on the stock market have similar ownership profiles, with no single investor having close to a majority stake. Please ensure you quote the reference number given to you by Mears at Stage 1. Anyone can write a Trustpilot review. NEVER AGAIN! Failure to do so may mean that permission to keep a pet will be revoked. In 2016, the Brighton Argus reported residents complaints of being charged up to 30,000 at twice the cost advised by independent surveyors. And in October 2017 the council started a new investigation into further overcharging discrepancies with electrical work carried out directly by Mears. They have the appropriate legal powers to both investigate and enforce a resolution regarding neighbourhood disputes. Brent housing need to STOP using them ASAP! Ministry of Defence These items help the website operator understand how its website performs, how visitors interact with the site, and whether there may be technical issues. I was mid way through a sentence when she literally cut me off and said bye in the rudest voice. Always listen try to stay calm and polite. Mears financial health at first glance appears solid. John did a great job fixing very complicated leaks in the communal rise. I can't belive they thought it was ready to be lived in just because I m disabled while should I be forced to live like this . However, if you wish to log your issue as a formal complaint, please let us know and we will record it and investigate it in accordance with our formal complaints process. Stage 1 complaints about contractors, maintenance staff or allocation services are all handled by Pinnacle. However, the recorded phone calls have been reviewed and we do feel that there was an issue with the level of assistance and direction the Guest received. Complaints Process | Your Home | Mears Group PLC As previously stated, we use monthly insight reports to learn from our complaints and drive improvements to the service we deliver to our customers. A council spokesperson said Mears were unable to maintain the high standards we demand of our contractors, and also found elements of the contract commercially challenging.. Ministry of Defence It has recently won the 1.15 billion Home Office contract to provide asylum seeker housing in Scotland, Northern Ireland, Yorkshire and the North East of England. But it was soon clear that the Placemakers at Mears were thinking well beyond just doing repairs. In July 2015, council leader Jim McCabe was reported by opposition councillors to the Public Standards Commissioner. In June 2017 Mears made headlines when it tried to ban workers from having beards. There are already hints to what could happen in Mears accounts. Miles was paid 443,000 in 2017. MS. A massive 42% of staff left the company in 2017. All the while the keep playing tennis with me telling me to go to cancil while they tell me to go to mears . When we investigated Mears in our Home Care Business report two years ago, we found the company appeared, on the whole, to be providing a better service than its for-profit rivals. John Taylor, Chief Operating Officer, is a newer arrival. Not worth the trouble. With this in mind, we welcome all feedback. If possible, type your letter and print it off, otherwise ensure anything handwritten is easy to read and neat. At the time of writing, Mears is still working in Brighton. If Mears does face financial difficulties in coming years and is unable to pay out the dividends its shareholders have become accustomed to, expect more disagreements between management and shareholders. Jon is passionate about social housing and has nearly 20 years' experience working at an executive level in the social housing sector. Work with others if you are not the only one experiencing problems or issues, it is important that you all log the problem and complain to ensure that the organisation realise this is a wider problem. At present Mears does not appear to be close to the same fate. RAF Wyton The idea is that the acquired companies will in time generate wealth equivalent to the purchase price, so that should be recognised in the accounts. - All complaints are recorded and managed through Mears Living customer contact management platforms. It is based in Gloucestershire, but works all over the UK. Do not use this company! However, there were still instances of appalling care. An investigation will then be carried out depending on the nature of the complaint, this can take some time. Miles is a long-term Mears manager. These items help the website operator understand how its website performs, how visitors interact with the site, and whether there may be technical issues. Mears other big government tender was less successful. His replacement, Kieran Murphy, is an investment banker rather than a builder. They are not professional whatsoever!! Ask for a complaint timeline ask for a clear timeline of how the complaint will be dealt with. It told maintenance teams they needed to shave in order to wear appropriate dust masks effectively. However, the Mears board rejected SVMs attempt to replace him with Andy Hogarth, their preferred pick, saying board appointments should not be imposed on us by a single shareholder.. A telephone number and e-mail address. Mears is still employed as repairs contractor but now under council management and with its work clearly badg[ed] .. as undertaken by Mears Group PLC to remov[e] confusion for tenants. This storage is often necessary for the basic functionality of the website. We will discuss this point further below. According to Mears 2017 accounts, the value of its long term assets add up to 237 million. The company employs 12,000 people. In an investor briefing last year, Mears management said they had decided to turn their focus to bigger deals, particularly from central government: Evolution of business means we are gaining access to opportunities previously out of our reach.. If you have any issues please also contact the AFF Housing Team onhousingsupport@aff.org.uk, I truly appreciate the work that you all do., Thank you for all the guidance and support. These items are required to enable basic website functionality. Or do you have information on a company that you would like to share? In a June 2018 presentation, Mears identified four major housing maintenance competitors: Wates, Fortem, Kier (click here for our profile of them), and Mitie Property Maintenance, which it has since bought. All of which could be very profitable for Mears and other private sector partners. And now I'm waiting on them to fix the damages caused due their long delays! Investors reckon the companys shares are worth 3.30 each and 363 million when they are all added together (market capitalisation, in the jargon). Very bad customer service! Absolute criminal s I moved in to my new home and I m disabled and have mobilty issues they have done the Absolute minimum to insure my home was ready to live in . But these all depend on increased local authority funding, which is hard to predict with any confidence. Registered Office: Innova House, Innova Park, Kinetic Crescent, Enfield, London EN3 7XH. But the contract will come up for renewal or retender in 2019. Mears had asked if they could replace my door and arrange a place to meet me to give me my keys. This storage is often necessary for the basic functionality of the website. Been without a sink and washing machine for 6 days and nights. Keep a note of all the names of people you have spoken to, a brief synopsis of what was discussed and copies of all letters. In Scotland, Mears takes over from the previous manager, Serco, after a strong local campaign against that companys attempts to evict 300 refugees from their homes in Glasgow. . Mears home care operations only broke even in 2017. Blocking categories may impact your experience on the website. Corporate Watch has looked into Mears past record to find how the strong sense of social responsibility its promotional materials boast plays out in practice. In an early announcement to the stock market, CEO David Miles said it had been a year of very good progress and that business had been in line with expectations. If I could I wouldn't even give them a 1 star, useless..very unhelpful .One job still not completed after months of waiting .Never turn up never keep appointments .All so stressful .wsiting yet another no show number 9 today.. When emailing information, always request a read receipt and if you are sending by post always send it recorded delivery never send originals. Facilities Management. Mayfair-based PrimeStone Capital describes itself as working constructively with management and stakeholders to create long term enduring value. Primestone was founded by Franck Falezan, Benot Colas and Jean-Pierre Millet, three financiers previously with The Carlyle Group, a major US venture capital firm. There is no suggestion that Mears uses the nationwide planning data it manages to gain an unfair advantage in its own developments. Should you have an issue with the quality of your removals service through Agility, you must complete the Agility complaint form; this will ensure that all complaints are registered and passed through their escalated issues procedure which ensures that Agility and DIO are made aware of any trends. You can get in touch with your local council, their landlord (if they have one) or contact the community police for advice. Another was pushing councils to contract out repairs and other services to the private sector. When you visit websites, they may store or retrieve data in your browser. They complain that the contracts with Mears are less favourable than the previous ones with . Mears paid down debts "significantly" in the year, and the group said that it had adjusted net cash position of 56.9 million by the December 31 year end, compared to a net debt of 51 . Army Families Federation is a charitable incorporated organisation registered in England and Wales with registered charity number 1176393 and a charity registered in Scotland with registered charity number SC048282 having its principal office at IDL 414, Floor 1, Zone 6, Ramillies Building, Marlborough Lines, Monxton Road, Andover SP11 8HJ. But it is run privately by a joint venture which is 75% owned by Terraquest. Mears Group will always aim to resolve your complaint however; if you are not satisfied with our response, we will escalate this to a senior colleague for re-investigation and we will provide you with a further update/proposed resolution within five working days. Before joining Mears in 2012, Willie was head of Glasgows arms length company City Building, which was spun-off from the city councils old building services department and became embroiled in scandals over awarding contracts to several Labour Party donors. While it has enjoyed recent success winning big contracts, things havent been going so well for Mears in the deals it already has. Many of these are Terraquests customers. Pinnacle will administer the compensation automatically on behalf of Pinnacle, VIVO or Amey. To give a few examples, non-executive director Julia Unwin is a high-flyer in the charity sector who also has a foot in the privatised water business. - When communicating, Mears Living will use jargon-free, plain language. Asylum Housing - Welcome to Bradford The overcharging came from another company sub-contracted by Mears but the councils audit review found that it had not been picked up because of insufficient control mechanisms operated by Mears. The councils report also acknowledged a general break down in trust between the council and Mears. I have already had an accident and hit my head . I called straight back asking for her full name but she refused! Both Serco and G4S complained of losing large sums of money on the previous deals. 19 were here. Scottish media reported allegations that he had been ousted for asking awkward questions about the Mears contract. The council also announced it would change the structure, operation and senior management of Your MK. Your welfare team can offer support or mediation to help you. Your Landlord, Housing Association or Local Authority. You'll be disappointed everytime! Mears Group 2020 update: scandal-ridden landlord under fire from When you visit websites, they may store or retrieve data in your browser. It s discrimination against the poor and disabled. Meanwhile, allegations of overcharging scams and possible council corruption hang over deals from Brighton and Scotland. Uerii says the housing officer, S, told her that Mears was not happy with her complaint and that she would no longer be moved, despite being sent a letter telling her she would be moved on November 24. 2023 Trustpilot A/S. Attend community meetings from time to time in your area. According to the Milton Keynes Citizen, the council asked its auditors to investigate allegations that Mears had overcharged for repairs by up to 80,000 a month, and that 15 million of council money is currently unaccounted for by Mears. He then found a home at Mears in 2013, becoming Chairman of its social landlord businesses Omega and Plexus. Email:feedback.mearsliving@mearsgroup.co.uk. According to the union, workers at Manchester Mears and Manchester Working (a joint venture with the council) were being paid up to 3,500 less than colleagues for undertaking the same work. We aim to respond to stage 2 complaints with a mutually agreed outcome within 20 working days. Roy Irwin was the Chief Inspector for housing of the Audit Commission, the official body which audited local councils finances until it was scrapped in 2012, with its functions privatised. But, at least, providing this service must give it a real familiarity with the planning system and how it works across the country. Without this, the overall worth of the company according to its accounts would drop from 210 million to just 15 million. Contact Us | Mears Living Main picture: a Mears sponsored networking event with senior council and housing association managers.