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The Housing Partnership, Inc.

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Response:• On March 7th, 2016 we received the first service request in regards to Ms. [redacted]’s water heater. At that time Ms. [redacted] stated that she did not have hot water. The maintenance technician relit the ignition and the hot water returned. • On June 2, 2016 we received the first service...

request in regards to Ms. [redacted]’s CO detector and at that time, Ms. [redacted] had contacted the local fire department who advised her of higher than safe levels of carbon monoxide and the suggestion that the hot water heater was making the impact The maintenance technician found that the water heater had a clogged vent flute and he cleared it and relit the ignition. • On June 10, 2016 we received the second service request in regards to Ms. [redacted]’s CO detector. The maintenance technician disassembled all the pipes leading to the hot water heater and cleaned them. He reassembled and relit the ignition. HPI sent a contractor, [redacted], to check that all pipes, flute were cleared and it had be reassembled properly. They were there the same day and said that it was okay. • On August 25th, 2016 we received Ms. [redacted]’s complaint. [redacted], our Director of Property Management contacted Ms. [redacted]. Ms. [redacted] shared with [redacted] that she had numerous challenges with trying to communicate with the Property Manager. [redacted] explained that she understood and informed Ms. [redacted] that this Property Manager was no longer working with HPI and that on behalf of HPI was terribly sorry that she did not receive good customer service from her Property Manager. • Ms. [redacted] explained that she was not comfortable with the work that had been completed in her home because she worried about a lingering smell that she could not identify. • On August 26, 2016, [redacted] contactor [redacted] Plumbing and asked them to replace the water heater. • On Saturday, August 27, 2016 the hot water was replaced. We are extremely sorry that our efforts to correct Ms. [redacted]’s water heater challenges took so long. In addition, we assured Ms. [redacted] that the customer service she received from our former employee, Joy Ritchie, is not aligned with HPI standards. In addition, we asked Ms. [redacted] to submit her water bills to our office so we may compensate any charges that resulted from a faulty water heater. • On September 9, 2016, [redacted] reviewed the water bill history that Ms. [redacted] submitted. Water bills in 2015 ranged from $29.70 to $40.00. Water bills in 2016 started to increase in May with lowest amount of $56.99 and increased each billing cycle to $96.00 in August. We are going to compensate for an average overage amount of $35.00 per month for the months of May through August totaling $140.00. [redacted]

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Address: 1512 Crums Ln, Louisville, Kentucky, United States, 40216-3861


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