Wishing people were
AO Gold Member
Join Date: Mar 2008
Location: The Beautiful UK
What a joke most outsourcing is as far as dealing with customers.
I'm sure it makes wonderful commercial sense for everyone to get everyone else to do their job - but when you are on the receiving end of the "eternal circle of referral" that outsourcing seems to invariably lead to - it's a total mess.
I live on an estate that has a "Management Company" who are separate from the "Estate Owner" who are separate from the "Maintenance and Security" guys.
Basically the Estate Owner company has outsourced the day to day management of the houses to a Management Company who have in turn outsourced anything that requires dirty hands to the Maintenance and Security company. They each have a contract with each other for services. I have a sneaking suspicion that the Maintenance company have further outsourced security as they seem to have no idea what is going on in that area.
This all works fine and dandy when you only need maintenance done, or you only need to renew your lease, or you only need to get a new gate pass..... but sometimes you need to do something a bit "complicated" and then it all breaks down.
For reasons too dull to go into - we are moving to a different house on the same estate - so this requires us to sign a new lease with the Management Company for the new house, cancel our lease on the current house, get movers to come in and shift our stuff from one house to another and get the utility bills switched off at the current house and on for the new house. We also need to get signed out of our current house and get our deposit back, and we need to snag and takeover our new house. This all has to happen on a single day. Quite a normal process in fact, repeated the world over.
The Management Company will issue the new lease, but the snagging and take on has to be done by the Maintenance Company. The Maintenance company can't do the take on of the new house til we are signed out of the old house. The Managament company can't sign us out of the old house til we have moved our furniture out. We can't move our furniture out without a release certificate from the Estate Owner company shows that we have settled all our payments with them. The moving company can't come onto the estate without an access certificate which gate security need to see - but nobody is really sure who issues those. The moving company are also required by law to see a clearance certificate from the property owner before allowing us to load furniture (presumably to stop people doing runners) and a clearance certificate from the new house owner before unloading (presumably to stop squatters) and they need to see both of these before starting work. We can't get the clearance certificate until the house is empty and the utilities signed off......
It's a huge spiral of incompetence created by a heady combination of local bureaucracy, outsourcing and a lack of common sense. I assume all these certificates are to justify billing between the companies. It would all be so much simpler if it was one single entity to deal with.
At every turn I am referred to one or other of the involved companies.
I can see my new house from where I am sitting typing this. I have paid my cheque to the Estate Owner for the lease, which starts tomorrow. I have absolutely no idea how to get from here to there. Seemingly nobody else does either.
It would have been far easier to move out of here entirely to a new house somewhere else. I wish I had done now.