1150 was experiencing heat issues from 3:55 PM to 5:15 PM CST on February 16, 2021.
We are recommending that tenants, in addition to the instructions below, file a complaint with the Attorney General's office.
Residents,
After speaking with tenant advocacy and given the situation in 1150 where we have inconsistent heat and hot water supply, the Burlington Resident Association urges all residents in 1150 who were affected by the hot water supply issues to take the following actions:
If you could not drop the letter off on Monday, dropping it off on Tuesday or keeping the letter for future use is recommended.
This letter will serve as proper notice to a landlord to file a rent escrow action if a tenant wishes to pursue this action and the issue has not been fixed. Our understanding is utilities like heat and hot water do not need to wait the full 14 days for a normal fix-it, however consult with an attorney specialized in landlord-tenant law to confirm.
If the landlord has followed through and fixed the problem permanently, then clearly you will continue to pay your rent to the landlord. If they have not, you may file to the district court for a rent escrow action or to seek other remedy for a lease violation, but you are not obligated to.
If you need, you may find the letter for printing here. If you need a form letter personally, please email BurlingtonResidentAssociation@gmail.com.
Paying your rent to the district court instead of the landlord means putting your rent into escrow. This rent is then released if the landlord can prove to the district court that they had made the repairs. If they do not make the proper repairs while the rent is in escrow, then this rent is not given to the landlord.
Please also file a complaint with the Attorney General's office in English, Español, Hmong, Karen, or Somali.
From: Mike Maerz mmaerz@whiteoakpartners.com
Date: Mon, Feb 15, 2021, 9:01 AM
Subject: Re: Hot Water in 1150
To: Burlington Residents burlingtonresidentassociation@gmail.comOur sincere apology. This should not be happening as the system is brand new. I have been told that staff is onsite and the contractor that installed the new system should arrive shortly.
Mike Maerz
White Oak Partners l VP, Asset Management
5150 E. Dublin Granville Rd., Suite One | Westerville, OH 43081
Mobile: 832-545-6695
mmaerz@whiteoakpartners.com
From: Deanne Logan deanne.logan@excelsiorllc.com
Date: Mon, Feb 15, 2021 at 10:03 AM
Subject: RE: [EXTERNAL] Fwd: Work Order Pending Review
To: Burlington Residents burlingtonresidentassociation@gmail.com, Mike Maerz mmaerz@whiteoakpartners.com, Jennifer Gordon Jennifer.Gordon@excelsiorllc.com, Heather Fleetham heather.fleetham@excelsiorllc.com, Marco Torres marco.torres@excelsiorllc.com, Alfredo Almendarez alfredo.almendarez@excelsiorllc.comGood morning,
We understand this situation has been extremely frustrating for everyone. The Burlington team is continuing to work on getting resolution to this issue as soon as possible. There is a vendor, plumbing company, that has been assisting with getting the system operating. Yesterday the system was going out intermittently and the maintenance team was able to reset it manually and push hot water out. Early this morning the system was not responding to the manual reset and a plumber was called to assist. It was determined a sensor needed to be ordered and replaced.
The system is still currently being worked on and assessed. We will keep you updated as more information becomes available about the operations of the system. This will be communicated to the entire 1150 building.
We also had reports of residents not getting a call back from our on-call team. This is being investigated as some residents received calls and others did not. A call has been placed to our on-call provider who takes the calls and relays them to the on-call team. From what we can tell at this point, some calls were marked as urgent and others were not. We are not sure why this was the case and we are currently working with the answering service to try and understand. This was not determined by our team but by the answering service. We will update you on this as well and apologize to those residents that did not receive a call back as that is the expectation.
Again, we know this is extremely frustrating and disruptive to your daily lives. We are truly sorry for this inconvenience and are working to get it resolved. We want nothing more than for all of you to have hot water and the Burlington Team will continue to work through this until it is resolved.
The Burlington Team
Deanne Logan
Portfolio Manager
Deanne.Logan@ExcelsiorLLC.com
T. 952-525-3252 | M. 952.412.8168
The Excelsior Group, LLC
1660 Highway 100 S., Suite 400, St. Louis Park, MN 55416
ExcelsiorLLC.com
From: Deanne Logan deanne.logan@excelsiorllc.com
Date: Wed, Feb 10, 2021, 5:36 PM
Subject: RE: [EXTERNAL]
To: ****** ******@gmail.com
Cc: Marco Torres marco.torres@excelsiorllc.com, Heather Fleetham heather.fleetham@excelsiorllc.com, Mike Maerz mmaerz@whiteoakpartners.com, burlingtonresidentassociation@gmail.com burlingtonresidentassociation@gmail.com, Jennifer Gordon Jennifer.Gordon@excelsiorllc.comHello,
I was made aware of the situation Tuesday morning after I had emailed you. I’m sure this was an extremely frustrating situation for those residents with no hot water. The lack of response to those residents is unacceptable. I’m sorry for the lack of communication and the inconvenience.
We have reviewed all internal procedures with our on-call maintenance team regarding after hour emergency calls and how they are to be handled and expectations. Maintenance person on call is instructed and expected to return the call of each person who makes a call to the emergency on-call number. The on-call person will call and discuss with the resident the issue that prompted the call and advise on next steps.
A meeting was also held with our after hours service that handles the incoming calls. Procedures with their team were also reviewed. If a call is not answered within 15 minutes from the person on-call for Burlington, the maintenance supervisor will be called to address the call. Chain of command was not followed on Monday evening.
If outside assistance is needed for the emergency, a vendor will be called at that time to address the situation as soon as possible.
Going forward, all emergency calls should expect to receive a call back from the maintenance personnel handling the call. I’m very sorry this situation was not communicated and handled in the correct fashion that it should have been and you can expect better moving forward.
I also want to note the heat is provided by District Energy to the property which is separate from the hot water system. If you are experiencing issues with your heat, please call or submit a service request to have your heat checked in your home.
Have a good evening!
Deanne
Deanne Logan
Portfolio Manager
Deanne.Logan@ExcelsiorLLC.com
T. 952-525-3252 | M. 952.412.8168
The Excelsior Group, LLC
1660 Highway 100 S., Suite 400, St. Louis Park, MN 55416
ExcelsiorLLC.com