Residents at Dolphin Square in London have complained about a decline in living standards following the landmark site’s acquisition by AXA IM Alts in 2020.
AXA IM Alts acquired the 1,233-home scheme in Pimlico, SW1, from Westbrook Partners, marking its entry into the private rented residential market. It is two years into a five-year, £200m-plus strategy to upgrade the property, and an in-house management team was appointed to run the scheme while the refurbishment takes place.
Dolphin Square 2005, which represents certain tenants, has lodged a vote of no confidence in the landlord. The vote, conducted via Civica last week, recorded a 53.2% resident turnout, of which a 72% majority voted against the owner.
After attempts to resolve various individual issues with Dolphin Square’s management team, tenants have taken their complaints to Nickie Aiken, MP for the cities of London and Westminster.
Aiken told EG: “I am working with Dolphin Square tenants who have raised a range of concerns about the management of the estate.
“Obviously, there will always be teething problems during a major refurbishment, but I have been disappointed to learn of poor communications. I am still investigating and gathering evidence, which I will then discuss with the management team and owners.”
A spokesman for AXA IM Alts said: “We fully appreciate that works can cause disruption, but it is essential that they are carried out for the long-term benefit of the residents and survival of this historic estate, while meeting sustainability regulations and our own commitment to brown-to-green development. We have been transparent about the day-to-day changes created by the restoration programme, including regular resident exhibitions and town halls.”
At a general residents’ meeting attended by EG on 13 April, residents said they were initially optimistic about AXA’s acquisition, given that the site required significant refurbishment. However, the sentiment has now changed, with the project criticised in meeting agenda documents as not meeting expectations.
Residents have complained about a “serious reduction in security and maintenance support personnel”. AXA IM Alts denies any such reduction and said the security levels have been “enhanced” with 24/7 security on site and an increased number of patrols, and that the maintenance system had been “improved” through the introduction of “a front desk approach and a customer liaison team”.
Other resident concerns included dark walkways and corridors owing to the introduction of motion-sensor lights. AXA IM Alts’ spokesman said: “The installation of motion sensors is a routine and sensible energy-saving option that ensures minimal electricity wastage, while providing the security and comfort required when spaces are actually in use.”
Additionally, residents expressed concerns regarding several health and safety issues, such as the lifts not working for significant periods of time, a lack of consistent hot and cold water supply, and heating failures, with the heating not working in some flats.
The AXA spokesman said problems with lifts, water and heating were examples of issues “being addressed through our comprehensive restoration programme at Dolphin Square, which will see the replacement of all ageing infrastructure”.
The residents have claimed that the process to report and manage issues seems ineffective, with no case numbers or update statuses. AXA IM Alts refuted that claim, saying: “This was certainly the case prior to AXA IM Alts’ ownership, but is precisely what the current enhancement works are addressing. We have improved the process, which needed updating as there was no tracking or oversight to ensure complaints were dealt with.”
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