Reduction of Service Level Agreement from idverde

 

Dear Adam, et al

I’m writing regarding the email sent out by Jane on Wednesday to all tenants

Dear tenants

I just wanted to let you all know that as I am leaving allotments Nora Szabo has taken over as the administrator.  

Nora has no previous knowledge of allotments, so be patient with her while she settles in.  There are still 100's of emails coming in every week and it will obviously take her longer to reply.  Do not send chaser emails as that will just clog up the inbox more.

We no longer take calls for allotments so all enquiries must be emailed to slwpallotments@idverde.co.uk.  Unfortunately this was necessary due to the amount of calls coming in preventing emails and other admin work from being completed.

Nora will be posting out the annual invoice in September as they are due on 1st October.  We have changed bank accounts from Lloyds to Barclays so there will be new account information on the invoice.  If you pay by bank transfer you may need to remove the old account information before making the payment.

Don't forget to let us know if you have moved house or are not planning to renew your tenancy for another year so we can update our records before the invoices are sent.

 

Best wishes

Jane

Jane Hardy | Service Administrator - Allotments & Sports Regional Office: Cheam Park Depot, Tudor Close, Cheam, London, SM3 8QS

From an internet search

Historically at the Feb 2018 meeting it was agreed that Idverde were to be held to the London Boroughs of Suttons Customer Charter of “ Receiving a call Back, or a reply to an email within 2 days” If this is adhered too then there will be no need to send chaser emails. Note their own guidance advises calling the office and they have removed the allotment option !!!! 

It is regrettable that once again unilateral decisions are being made by a single member of the Gardening Group stakeholders. Funny that it's either the council or idverde are the only members of the team that do this!  

These meetings give allotment site representatives a chance to raise issues with idverde and Council Officers on behalf of their plot holders and look for joint solutions to any problems, and there have been many since the handover meeting to idverde in February 2018.

Together, the group work to develop new ideas to promote allotment gardening and improve the overall service provided to our allotment sites and tenants.

The removal of the telephone line from the switchboard is absolute madness, especially as idverde have not learnt from history and are once again changing the bank details for the next invoice, Tenants will need to be able ring in to sort their invoices out.

 Adam on the 8^th June you sent me an email stating “ We are very busy at the moment with park events and projects but we will look to arrange a meeting within the next few months. We will let site reps know once we have a date confirmed.”  We all understand that in the eyes of the Parks Department, that parks come before allotment holders, but you need to be reminded, we pay rent and are true stakeholders and the level of service need to be discussed and agreed with us, not just altered.  

Kind Regards

Alan Wooldridge

Mill Green Allotment Site Rep

Diary & Blog can be found at manvslug.uk

London Borough of Sutton Allotment Site Rep Hub lbs-asrh.org.uk