The Phoenix, Bayswater

To put the world to rights, you sometimes have to shame a few people in to action. So welcome to my new section where I have a public pop at people, organisations and pubs that have annoyed me.

We start with The Phoenix pub, 51 Moscow Road, London W2 (formerly Bar Oz and before that, The Ashes)

The complaint is as follows: the roof leaks! In fact when its raining heavily as it was last Sunday, you might as well not have a roof � considering the amount of water that was pouring into the place.

The staff had placed a metal bucket under the offending area but it was having little effect since the water appeared to be coming from at least three areas and they only had one bucket?
Intrigued as to how long this problem had been going on, and the fact that the damage to the ceiling was extensive, I approached the manager.

�I�m just the relief manager,� the guy said, �but I think it�s been like that for a while. The permanent manager has complained.�
The guy then shrugged and told me that if I wanted to complain I should contact the owners: The Spirit Group.

Now I�m not the type that normally gets temperamental about such things, I mean roofs' leak, pipes burst � shit happens. But here�s the thing, the leak was big and the ceiling damage extensive. Which makes you wonder, that if the owners can�t be bothered to sort out such an obvious and very public problem, what else can�t they be bothered to sort out in the areas the public don�t see, like say the cellar or the kitchen? Not nice to think about is it?

Well someone has to step up to the plate on this one; after all if no one complains guys, nothing happens. So after perusing the companies website and finding that the pub wasn�t listed � I wonder why? I got on the phone. Initially, having spoken to a very nice and helpful young lady � she sounded nice anyway, I was hopeful that action would be swift. I informed the young lady that the pub and company would be mentioned in this blog and she promised that she would pass on the details to the relevant manager and an investigation would be started, the result of which would be sent to me in about ten days.
�No problems,� I told her, �we will be happy to publish your reply on the blog.� A day later and I received this email. Now remember this is from the manager that will be investigating � please try not to laugh.

8 December 2008
Dear Mr (name withheld)
Reference: Phoenix

I am writing with reference to your complaint regarding the Phoenix and I am pleased to say that I am now investigating this matter.

Please rest assured that your comments have been taken very seriously and I have spoken in detail to our Maintenance Department regarding this issue.

I can confirm that, while we have continually reviewed the problem with the roof, the building is grade 2 listed and so we can make limited amendments. The rood (sic) has been reviewed and, when it is not raining, there does not seem to be any visible leaks however, when it rains there are leaks although, for health and safety reasons, workers are not permitted on the rood (sic) whilst it is raining to see where the actual leak is located.

This is something that we will continue to monitor and action will be taken once the area in need of repair is highlighted. I would like to thank you for contacting us and to assure you of our best attention (sic) at all times.

Yours sincerely

Eddie Hall
Business Development Manager

Well I don�t know about you, but it seems strange for a manager to start investigating something he already knows about? Also I think it�s pretty obvious that if you have a hole in the roof, then when it rains you�ll get wet and when it doesn�t you won�t � doh! As for �taking action when the problem is highlighted�, err� I thought it already had, your roof leaks! Finally I don�t know about Health and Safety issues regarding people walking around the outside of the roof when it�s raining, but I imagine that�s a pretty dumb thing to do anyway � might I suggest you look for the water from the inside? All in all, it�s a leaking roof - not exactly rocket science guys, (here's a helpful link to do with roof leaks). But apparently all that�s going to happen is that the maintenance team and managers are going to stare at the ceiling whilst the public stare at them � progress not expected, but I will keep you updated anyway. I�ll also be taking a camera next time, since my bloody camera phone has packed up again!

But for now, all I can say is, The Spirit Group: shame on you.

30 Dec 2008 11:43