Complaint Investigation Report

Allegation #1: Facility staff are not ensuring elevator is maintained in good repair

It is alleged that the facility staff is not ensuring the elevator is maintained in good repair. There are concerns about the broken elevator at the facility, which has been out of service for 3 months and is affecting emergency evacuation. It is feared that, in an emergency, residents on the upper level may not be able to evacuate. No further information is provided regarding this matter.

On June 2, 2025, and March 28, 2026, between 09:15 AM and 03:10 PM, the Department interviewed resident members identified as Resident #1 through Resident #20 (R1-R20). Ten (10) out of twenty (20) could not validate this claim. Residents acknowledge that the rear elevator occasionally breaks down, but 10 residents could not support the claim that the elevators were down for 3 months and that facility staff did not ensure they were maintained in good repair. (R2-R10 and R20) verified that the facility has a service contract with the elevator contractor and has observed them providing services to the elevators to maintain them in working condition, and that there was always one working elevator in service, and never encountered both elevators being out of service. Residents will be informed that when elevators are out of service, their status and any delays will be communicated by facility staff.

On June 02, 2025, and March 28, 2026, between 12:40 PM and 3:10 PM, the Department interviewed staff members identified as Staff #1 through Staff #9 (S1-S9). Five (5) out of nine (9) staff members could not validate this claim. (S1-S5) confirmed that the facility is committed to ensuring elevators are in good repair. (S1-S5) verified that there was always one elevator in working condition; they never had both elevators out of service. (S1 and S5) confirmed that the process for submitting work orders through the front desk is verified and that compliance documentation is up to date. The maintenance team reviews the work order summary daily, prioritizes tasks, and documents the time taken for each completed task. While most repairs are handled promptly, some may face delays due to the need for outside vendors or parts, as vendor-part orders delayed the rear elevator repair, which the facility had no control over. (S5) highlighted that recognizing the facility's limited control over delays can help set realistic expectations and improve communication about repairs.