Manager response

Thank you for taking the time to share your detailed feedback with us. We're glad to hear that you are impressed with the design of the new apartments and the modernised look. We're also pleased that you appreciate the added security of the locked main entrance doors. We do understanding your concerns over the temporary bin shed. We agree, this at times has been found in an unacceptable standard and we are actively seeking better management solutions to ensure that the area remains clean and hygienic. Some of the measures we have put in place are increased patrols and emptying of the bins. Our bin shed is a temporary measure until our basement areas are opened, in which we are hopeful that this situation will drastically improve. Regarding your move-in experience, we are sorry to hear that it was frustrating and that you did not receive clear information. We understand how impersonal and confusing it can feel to be provided with extensive documents without proper guidance. To address this, we would like to offer a home demonstration with our reception team to help you feel more comfortable with your new home. A Home Demo booking link was provided in your welcome email and pre-tenancy information, however, if you are unable to locate this, please visit our reception team who can schedule this in. We apologise for the poor response you feel you have received to your issues and the problems you faced with the fob entry system, hot water, and overcharged payment. We are committed to addressing these issues promptly and ensuring better communication and support for all our residents. We would love the opportunity to discuss this further and improve your living experience. Please contact our reception team directly at Reception@dolphinsquare.co.uk, so we can address your concerns more thoroughly and work towards a resolution.

Manager response

Hi Jax, Thank you for taking the time to give us your feedback on our newly restored apartments at Dolphin Square! We appreciate your feedback on our facilities, location and customer service. We are particularly pleased to hear of your appreciation of the character and warmth of Dolphin Square. We are fortunate to be able to retain this character and it was one of the main points of focus with the restoration of the Estate, to preserve its history. We are delighted with the comments regarding our Fitness Club and are confident that once the full restoration of the Fitness Club & communal facilities are complete, this will only add to your enjoyment of Dolphin Square. It is great to hear the positive compliments of our staff here at Dolphin Square and the support they have shown you since moving into the Square. Finally, thank you for recommending us as your landlord, we appreciate the feedback and hope you continue to enjoy living here!

Manager response

Hi Caroline, Thank you for taking the time to share your feedback about our newly restored apartments at Dolphin Square! We appreciate your detailed feedback on your experience living at Dolphin Square so far. We understand that the on-going Restoration Programme does at time include noisy works and thank you for your understanding and appreciation to our attempts to minimise the impact to residents with our strict noisy working hours. We are delighted to hear your positive compliments on the staff being helpful and very friendly. We would love the opportunity to understand your feedback further with the 1st receptionist you met and the reasons why you feel their approach was different. We are always looking at ways to improve our customer service, and it’s important that this is addressed. I am happy to arrange a meeting in person, if you would like this opportunity, please do contact Reception@dolphinsquare.co.uk to advise on your availability to meet with me. It is unfortunate that some of our areas are out of action and unavailable due to the works we are undertaking. We are confident once these areas are reopened, you will be happy with the improvements made to areas, services and amenities, adding to your enjoyment further of Dolphin Square. We take onboard the feedback regarding the pre-move in checks and will ensure this is passed onto our Mobilisation & Tenancy Teams for further improvements where possible. Finally, thank you for recommending us as your landlord, we appreciate the feedback and hope you continue to enjoy living here!

Manager response

Hi Elle, Thank you for taking the time to give us your feedback on our newly restored apartments at Dolphin Square! We appreciate your feedback on our location, the quality of the apartments and our customer service. We are particularly pleased to welcome you back to Duncan House following the restoration programme and that you have chosen to stay with us again! We appreciate your comments about the local area. There are a selective number of local shops around Pimlico, but appreciate the supermarket options may be limited. There are a few more shops and supermarkets within a short walk towards Victoria including a Waitrose and Sainsbury's as some alternatives nearby. We are working with our block management team on the lighting around the estate to ensure that it is sufficient and at the required level for the evening hours, especially as sunlight hours are reduced in the winter. We have recently installed new lighting outside our newly restored houses and will continue to monitor these areas for further lighting needs. We take on board your points regarding the maintenance team and will ensure that this feedback is passed on. Whilst we appreciate that some issues may take some time due to the nature of working with a warranty team as a newly restored home, it is important from a customer service perspective that you are regularly updated on service tickets raised and apologise for the wait you have been experiencing. Finally, thank you for recommending us as your landlord, we are delighted with this feedback and hope you continue to enjoy making Dolphin Square your home!

Manager response

Hi Nate, Thank you for taking the time to share your feedback about our newly restored apartments at Dolphin Square! We are delighted to hear your feedback in relation to our Facilities, Location, and Customer Service. We are particularly pleased to hear of your appreciation towards the 24 hour reception, the design of our apartments and our beautiful gardens. Thank you for taking the time to provide us with your feedback on what you would have liked to have known before moving in. We appreciate that the ongoing scheduling of works may result in occasional restrictions to access points. However, we are confident that the transition to Phase 2 of our Restoration Programme will lead to improvements in these areas, including the future opening of Rodney House and the amenity spaces, which we are confident you will enjoy. Thank you for bringing the issue to our attention. While we are pleased to have acknowledged your concern, we want you to know we are working to resolve it as quickly as possible. I have spoken with our Maintenance team, who will be seeking an update from the appropriate contracting team and will keep you informed of the latest updates on the resolution. Last but not least, thank you for recommending us as your landlord, we are thrilled with this feedback and hope you continue to enjoy making Dolphin Square your home!