Tag Archives: Abel Collins

Oct 29 2009

Is good service so difficult?

It’s been a bad day today!

I have had the misfortune to be on the receiving end of really quite poor customer service today from two organisations who really should know better.

The new bungalows at Abel Collins - without Gas!

The new bungalows at Abel Collins - without Gas!


One was British Gas Business – who are supposed to be relaying a gas main at Abel Collins Almshouses – where I am Co-Chair – and we have just built four new bungalows. As is usual with these situations you are given a price and you pay over your money and wait. In our case the money was £12,500 and we paid this in July. The story is quite boring – but the issue is that there has been a cock-up. No other explanation. But it seems that the issue is mine to sort out. My frustration with British Gas is that they are a faceless lot – and were very quick to explain that it was everyone else’s fault!

I can’t understand why they can’t offer a solution – not just offload their problems on me. I was told today that we may have to wait another 12 weeks…

And then I had the pleasure of an explanation from John Lewis – where I ordered a TV from 11 days ago. It was expected to be in stock 10 days ago and then 3 days ago. My irritation is that once again, I have to do the chasing. But then after my complaint today they did call me. The excuse was amazing. It was Philips fault! Not John Lewis’. They had been let down. But 35 were arriving tomorrow – they think. But they can’t tell me if I am 4th in the queue of 36th (the former would be ok, the latter not!).

And the outcome – Philips (not John Lewis) have restricted the TV’s – and it might be Christmas!

The internet threatens stores – and unless they offer great customer service they will lose out. But in the case of British Gas – they are a monopoly so they have the ultimate protection – you can’t go anywhere else! So you know what you can do if you don’t like it…

I won’t bore you with the experience I had in John Lewis at the weekend in the cafe – where I had my invisible cloak on for three or four minutes – waiting for breakfast. But if I told you I would sound like a grumpy old man. But then again…If the cap fits?

Great customer service doesn’t cost anything and is not difficult.

UPDATE

1. Agents for The Highways Agency are upset with me for involving Nick Palmer MP. Oh well.
2. My TV has nearly arrived. Not quite but nearly. But I had to call John Lewis again.

Sep 24 2009

Abel Collins – stone laying

For the last four years or so I have been involved in a fantastic organisation in Nottingham – The United Charities of Abel Collins.

This is a Charity that is 300 years old this year. We provide accommodation for elderly and needy people. We have 59 houses and bungalows.

I got involved via Business Champions – who were looking for someone to help them with some ‘property issues’. Within a few months I became Chairman (I hate the term ‘Chair’!). All was going along smoothly and I managed to sell off three properties – two residential homes in Chilwell and a commercial investment in Peterborough.

With the cash raised we decided to build some new properties on our Derby Road site. And so started an interesting process. We had a competition for the scheme and this was won by Marsh + Grochowski who designed some very modern homes. Tendering followed and we chose local firm Thomas Long to build the bungalows.

We have constructed four 2 bedroom properties – with high green credentials. We will be at Code 4 – which has been challenging – and includes a green roof, underfloor heating, high levels of insulation, rainwater heating and a number of other features. The work will complete in mid October 2009.

The stone laying ceremony took place today – and my name is set in stone…except that it was spelt incorrectly. Fortunately they had just missed the final ‘t’ from Garratt – so the error is easy to correct!

Stone laying at Abel Collins

Stone laying at Abel Collins

I am really pleased with the end product – even if the build period has been challenging. The general reaction of the residents was one of surpise and delight. Some thought the architecture was a little challenging!

The official opening is set for 20th November – and The Sheriff of Nottingham – Leon Unczur is doing the honours.

So the build is coming to an end and I will be thinking about our next project. We have some spare land – and I fancy building a large outdoor ‘play’ area! But we also have an old boiler house which could be used for some guest rooms.

updated image:

The corrected commemorative stone

The corrected commemorative stone

Sep 13 2009

Welcome to my new blog

Hi – and welcome to my new blog.

This one is personal!

Having just returned from the USA I have plenty to blog about! We have been looking at world class attractions with a view to bringing some of the best ideas back to the UK – for a new Robin Hood attraction.

I am also Co-Chair of the Abel Collins Almshouse Charity – a 300 year old Charity providing homes for needy folks in Nottingham We are coming to the end of a £650,000 new build project – four new bungalows designed by the Nottingham based firm Marsh Grochowski.