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Apology to residents from new joint venture company

Created on 09/07/2017 @ 08:10
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The new joint venture company set-up to deliver Powys County Council’s building repair and maintenance services has issued an apology after first-week teething problems.

Powys residents were left frustrated by unanswered telephones on the first day of the new company’s tenure caused by a “software glitch.”

Monday marked the start of delivery from Heart of Wales Property Services, the new 50:50 joint venture between Kier and Powys County Council for the delivery of repairs and maintenance to the council’s housing stock and corporate estate.

But residents were unable to access the new provider on Monday morning and complained of long delays getting telephone calls answered once the problem had been resolved.

“Heart of Wales Property Services experienced some initial software glitches on switching on the Heart of Wales helpdesk system on Monday morning at 8am,” said Principal Consultant John Cousins.

“There was an IT team to hand to resolve the problems, and all three helpdesks were operational from 10am. We are pleased to report that by close of play we were deploying technicians out to our customer’s homes.

“HOWPS and Powys County Council Housing Services apologise for any inconvenience this may have caused our customers.”

Welshpool County Councillor Graham Breeze described the first day problems as “disappointing”. “Our residents were let down on Monday and I personally spent 15 minutes and 12 minutes holding on the line without getting an answer on behalf of a Welshpool lady.

“Even after the problem had been logged our workmen failed to turn up for the appointment they had made which is simply not good enough.”

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