Replacement furniture and laminate flooring

The list seems pretty comprehensive

All the main issues have been identified

Smokers at the balcony of Caramel canteen

Rebuilding trust and confidence in the building management. A side effect of all the issues and a lack of communication.

Just reiterating what was said-lack of hot water in kitchen, laminate flooring uneven and warped, windows not sealed and allowing constant wind noise to come through when the windows are closed, tiles not grouted in kitchen

Shared outside social patio and playground is surrounded by a driveway and cars and busses as well as workers walking through the patio area with equipment. It would be nice to have aesthetic barriers to make it more like a patio vs a sub parking lot. Also would like a propane bbq vs the ancient wood bbq that cannot be left unattended to bring food from one’s apartment.

I believe you are aware of the critical issues and have done the best of your ability to address.

"What is the next issue - air conditioning Can we have them verified before they are needed"

"Water flooding damage occurred recently in my apartment, including to my furniture. Who is responsible & whom to contact. Ventilation in the bathroom is not effective. Bad smell comes all the time into the bathroom. What is the maintenance plan for ventilation equipment, and options to verify their effectiveness.
Theft occurence

N/A
Fire detectors: they blink but I am not sure what triggers them. In two apartments at the occasions I saw thick black smoke due to cooking issues that should have triggered the alarm.

When you ask the help desk on when things will be fixed, they give you some answer which is generally wrong

"My issues are all presented today. Hot water and shower head leaking. This shower head has been replaced twice already. I don’t bother asking anymore.
I don’t have a small kid at home, but the issue was raised today for emergency egress. That secondary egress is a ladder. That’s not suitable for small children or anyone with temporary mobility disabilities. "

Most of them were brought out during the townhall. There are number of other minor issues that each block, resident can be dealing with, but might not be widespread issue.

The gym has been a source of ongoing frustration; changing closure hours (to clean) , poorly maintained equipment, and indifferent Ardager management. Ex. When the water cut-off, my wife went to shower at the gym and (twice !) they wanted to charge her for a towel. She had to argue (on principal; 500 tenge is peanuts) for 10 mins until the mysterious "Saule", the never-seen gym manager, acquiesced and subsequently told the surly attendant to hand one over.

No at this time

The water in Ardager Bldg 2 suddenly cut-off at 20:00 (24 Feb) without warning. Reception gave the usual response of "we were unaware......try again in an hour". Basically the reception staff were clueless. A call was then made to the services manager using the mobile number provided. She was also caught by surprise, but then said that evening work on the water was planned, but not supposed to be started until the next day. A notice was apparently going to go out but had not been sent yet. The water was then ordered to be turned on and it was restored by 20:45. Had the services manager not been contacted the water would have been turned off for an indeterminate period of time into the night. So, communication and coordination needs improvement.........and my wife needs to try to take a shower earlier!

I think the fact that we are paying for services/housing that has been inadequate and not up to standard has caused disappointment.

Unsafe intersection on the way to dostyk - especially for parents with small children / strollers as we are not mobile & fast while crossing. Parents / nannies are taking risk every day going back and forth (and there is no alternative - no activities / facilities for kids in ardager).

Why is there no storage option for families living in Ardager? A family of 4 in a three bedroom apartment has no space to store any extra furniture or belongings, but yet again an empty nester couple with just two people is allowed a whole house to themselves.

Moldy smell in apartment, no water randomly, no hot water randomly, maintenance workers arriving without notice from Ardager. Apartment radiators making load thumping noise all night.

"There is ongoing concerns with the water and piping. I believe there were water samples taken a week ago or so and results have not been given. There are several safety issues concerning evacuations, including pets and children, as well as playground safety. Ardager staff continue to enter apartments without the knowledge or consent of the tenant. Communication. Communication. Communication. It has been on the minds of all tenants. There was no water tonight, Monday, February 24 at 9:00pm at night in block 2 in a few rooms yet no prior communication or any communication was given at all. This is a normal pattern at all times of days in that there will be no water or no hot water or brown water and no one is aware of it. This can be very inconvenient when trying to get ready to attend work or appointments as many of us are now have to keep a “to go” bag of toiletries ready in case we have to walk to the gym to shower. At the Town Hall in Saturday it was stated that the PowerPoint slides would be shared with the tenants along with the link to this survey. As of Monday night we still have not received the email. For TCO to show they are really trying to solve all of our issues you would think this email would have been labeled as urgent to complete and to all tenants Monday morning at first start of the business day. By delaying the email it just continues to emphasize the lack of communication and lack of regard for the tenants at Ardager. "

I cannot believe that someone is not aware of everything possible by now given the long standing complaints. Most funadamental is reliable water service. However, fundamental respect for privacy and minimum security standards, particularly for single females is appalling. Again, completely inconsistent with started TCO policies associated with respect and dignity for all employees and business partners.

We have to pay for water. I understand that Dystok residence also pay for a water cooler. However with the water issues at Ardager, we need to pay to rent a water cooler from Ardager, purchase our own, or pay for water jugs.

"I was not able to attend the meeting and no summary notes were offered, thus I am not sure if I am sharing the same or other issues. - Lack of water or hot water - Regularly dirty water due to continual water works - Apartment moves or forced changes in routines due to water issues - Power outages and cycles - Ardager staff appearing and entering apartments without notice and without following their own policy of having staff present or calling ahead to notify and/or translate the reasons for the visit with us - Ardager staff adjusting the heater and A/C units in apartments without consulting us or while we are away - Mold/mildew odor in the air, which is significant and noticeable after returning from time away and the air circulation has been turn off by Ardager staff - Cycling internet speeds - Continually inoperable elevators - Low quality appliances and fixtures - Dostyk residents, who receive the same payroll deductions as Ardager residents, continually boasting about their garages for storage, full size washer/dryer units, having a second freezer, having excessive bedrooms even for small families, having dual-voltage throughout the houses, etc. All of the many luxuries of Dostyk that do not exist in Ardager yet we all are forced to the same payroll deduction."

Create a specific feedback email address with COCR, with TCO Services having access to it and able to track action

"Ensure a response to all communicated issues in a bound time frame - even is not resolved. Ensure you have a full residence email distribution and communicate regularly - wins, progress and continually ask for feedback. "

Quality of floors, trim, insulated windows, kitchen cupboards not closing and aged. The quality and maintenance of same is subpar. Please feel free to contact me. Valerie Woods

"In order to keep the balconies clear is there availability for outside lockers for bikes etc. I’m also worried about power supply and use. We have transformers to convert 220 to 110 that I think we are using correctly but getting some help in understanding the risk of overloading and how to check and reset breakers as this could be a risk to a fire. "

"1. Gym - Have cleaning (the mopping stuff, not the usual towel pick-up, equipment wipe et., that happens in all gyms during the day) take place after hours (say 9-11 PM), and gently nudge (firm elbow actually) Ardager to fix or replace the increasingly deteriorating equipment, and/or offer residents a subsidized membership to the Renaissance or World Class gym. 2. Clarify the roles and responsibilities of the ACA, TCO Services teams, Governance Board (?), etc. and when residents should approach which group or individuals for what reasons and to what end. 2b. The ACA seems particularly opaque, as residents can only email in issues to their rep, and the debate goes on behind closed doors. Beyond what appears to be earmarking of funds (mostly for DV) for various things, what else does this group do ? The ACA could set aside the first 30 mins of their meeting to allow ""public"" Q&A and to bring issues forward. Sure, you will probably not get very many people in those sessions, and probably none at times, but that is not the point......the standing offer is there to attend so no one can say they were not given an opportunity to lend voice to their opinions or issues. That takes out one source of frustration I have heard mentioned ""...I would like to voice my opinions but.."" and introduces some transparency to the group. They actually voted down this notion recently. Try that with a School Board for instance and watch parents riot in short order. 3. Housing deduction - Why a hardship location has a housing deduction is beyond me as it is a counter incentive to work in a location. Anyhow, if two people check into a hotel and one gets a suite and the other a regular room at the same rate, there is an instant animosity created due to the differential treatment. If the person who received the regular room received a lower price, they might grumble about availability but not inequity. Do we all pay the same housing rate irrespective of residence ? Perhaps consideration should be given to reducing the deduction depending on the residence you are assigned to. A long shot as HR policies seldom have flexibility (queue the usual HR dialogue about global policies, bench marking, etc.) but worth mentioning as it has been a source of conversation among residents with the recent issues, and likely to increase as a topic as we are displaced for the 3rd time. 4. Restaurant Use during Displacement - Ardager needs to open its restaurant for residents to use, without charge, while temporarily displaced. No one helps you move, and dragging food from one fridge to the other ....and back....... is a bit much. "

Consistency in water supply, water pressure, water quality and the fixtures. Our kitchen sink nozzle shoots off while water is quite often. Never have full pressure in shower. Not sure if it’s fixtures or piping. We are extremely happy with our housekeeper but I feel they need to be provided proper cleaning supplies and tools. I feel she does the best she can with what she is given. Also communication. We need to know what is going on. If water going to be shut off let us know. It’s gotten to the point nothing is being communicated.

We’d like to see action plan with timeline. Ardager has multiple issues and it’s our everyday life so hopefully we can see some results shortly (just water replacement project by itself started 8 month ago and cause a lot of difficulties). And although it’s great to be heard it would be better to see some results.

Help Ardager maintenance get to the root problem of the water issue. Health check on all apartments for mold and air quality and provide air purifiers for apartments. Install deadbolt locks in all apartments so staff can not come in without permission from resident. Replace radiators.

What can TCO do to instruct Ardager to stop adjusting the temperature of guest apartments, give residents privacy and stop entering without notice.

Install deadbolts on all TCO resident apartments.

Improve the quality of appliances and furnishings (the kitchen cabinets are extremely low quality).

TCO conduct regular inspections of the facility to check for things such as mold/mildew and operability of appliances and electrical systems, and teach Ardager about the harmful affects of mold and risks of poor electrical systems, as we must force them to resolve these situations in a proper manner as their resolution is to paint over mold or flip breakers until electrical items start to work.

Provide air cleaners to clean and circulate the air in apartments and humidifier units to improve apartment air quality.

instruct Ardager to respect the privacy of residents and stop entering apartments at will to adjust temperatures and disconnect devices how they want them when they should be left as the resident wants them.

Improve the internet service and bandwidth so that internet is essentially inoperable in the evenings when usage is high due to everyone at home.

Pets evacuation during fire situation

Children evacution during fire situation

Fire blanket - should be provided based on quantity of the family members

Fire detectors: they blink but I am not sure what triggers them. In two apartments at the occasions I saw thick black smoke due to cooking issues that should have triggered the alarm.

"Evacuation plan in the situation where staircase is on fire/not accessible Evacuation plan through balcony hatches (in case stairs are not accessible) for families with small children or people with pets In case of evacuation through balcony hatches, what is the plan to get people (could be hundreds of residents waiting while building is burning/falling debris) from 3rd floor parapet to the ground level"

Cannot turn oven off example was given in situation when oven exploded. Propose to have a switch to turn off oven

Provide information on What Failed in the Water Project and What Will be done to ensure this project works

"This morning at 6:20 we did not have any water coming from our hot water taps and shower. Once again I could not have a shower. Last week a boiler was installed in the apartment so I was hoping that this would have remedied the situation. Also, last Thursday and Friday mornings the water pressure was so low coming from both hot and cold that `i couldn't take a shower."

Boiler only supports shower lack of hot water in kitchen

Hot water runs out quickly and then there is only ice-cold water coming out of the tap.

"This is the 5th time this week that we have not had hot water. Yesterday we were contacted by phone and informed that anytime we needed hot water we would need to run the water for at least 15 minutes prior to using it. Can a management person please confirm if this is true. It seems like a terrible waste of water. Imagine having to run the water for 15 plus minutes simply to wash the dishes. We have actually done this and found the water to still only be warm at best. We do not need anyone in our apt this evening, but we would like to discuss other options to running water for 15 minutes every time we wish to use hot water"

Without any notice from Ardager, my water is off in my apartment. I have no idea when it will be back on. I’ve already been told the same issue has occurred for another resident in building 2.

The water just cut off, without warning, and all reception can say is "wait an hour". They have no clue and are no help. I would advise having an emergency number that is not the services manager direct mobile number as she will be getting a number of calls. As well, when these events happen, a group text or other means of informing residents should be sent apprising them of the issue and anticipated resolve.

This morning (Thursday) I went to shower at 6:20am and once again no water coming out of the hot tap what so ever, this is following an evening of no water. For two days in a row I have not been able to have a morning shower and need to boil the kettle to shave.

"We continue to have no hot water. We run the water like you suggested for 15 minutes prior to using it and still it is luke warm at best. I spoke to a neighbour on the 12th floor this morning and he told me that he does have hot water, so I wonder what is the issue. In your last email you noted that you will soon start a new project to fix the problem , but as was noted at the meeting this project will not be completed until June. We really do not wish to have that many cold showers. If our neighbour on the 12th floor (2122) has hot water then there must be something that can be done to remedy the issue within our apt. If you need to install hotter heaters please do so."

Provide information on metrics for elevators when this is put in place

Request Ardager to replace the Controllers in the system

"Electrician explosure - not appropriate quality. In order to keep the balconies clear is there availability for outside lockers for bikes etc. I’m also worried about power supply and use. We have transformers to convert 220 to 110 that I think we are using correctly but getting some help in understanding the risk of overloading and how to check and reset breakers as this could be a risk to a fire."

Not enough English- speaking personal

Furniture replacement plan

"Ventilation system in the bathroom. Water flooding damage occurred recently in my apartment, including to my furniture. Who is responsible & whom to contact. Ventilation in the bathroom is not effective. Bad smell comes all the time into the bathroom. What is the maintenance plan for ventilation equipment, and options to verify their effectiveness."

Air conditioning. Can we have them verified before they are needed

"Air circulation in common areas The buildings are stuffy inside with poor air quality in the public areas which is exacerbated by people smoking in stair wells, fire escapes and work rooms, storage areas Recommended to install extraction fans and to open fire escapes periodically on a daily basis to allow fresh air into the building in common areas Enforce no smoking in these areas and install notices, smoke detectors or CCTV in workshops , storage areas "

Windows not sealed and allowing constant wind noise to come through when the windows are closed, tiles not grouted in kitchen

Laminate (floor) replacement. Quality of floors, trim, insulated windows, kitchen cupboards not closing and aged. The quality and maintenance of same is subpar.

Gym equipment. The gym has been a source of ongoing frustration; changing closure hours (to clean) , poorly maintained equipment, and indifferent Ardager management. Ex. When the water cut-off, my wife went to shower at the gym and (twice !) they wanted to charge her for a towel. She had to argue (on principal; 500 tenge is peanuts) for 10 mins until the mysterious "Saule", the never-seen gym manager, acquiesced and subsequently told the surly attendant to hand one over.

Gym work schedule. Gym - Have cleaning (the mopping stuff, not the usual towel pick-up, equipment wipe et., that happens in all gyms during the day) take place after hours (say 9-11 PM), and gently nudge (firm elbow actually) Ardager to fix or replace the increasingly deteriorating equipment, and/or offer residents a subsidized membership to the Renaissance or World Class gym

Playground is surrounded by a driveway. Shared outside social patio and playground is surrounded by a driveway and cars and busses as well as workers walking through the patio area with equipment. It would be nice to have aesthetic barriers to make it more like a patio vs a sub parking lot. Also would like a propane bbq vs the ancient wood bbq that cannot be left unattended to bring food from one’s apartment.

Rebuilding trust and confidence in the building management. A side effect of all the issues and a lack of communication.

Create a specific feedback email address with COCR, with TCO Services having access to it and able to track action. I think there should be a channel for issues and proposed solutions to be raised and shared w TCO leadership. There are number of suggestions that i personally am ready to share if such system is set up. Let's crowdsource the solutions using evryone's expertise/wisdom.

Continue these type of management of forums on a regular basis.

Continue these type of management of forums on a regular basis. When you ask the help desk on when things will be fixed, they give you some answer which is generally wrong

Consideration of other residents Noise from residents will disturb other residents as a result of the nature of living in close proximity especially in stacked buildings where noise are carried and amplified by concrete floors Examples: Moving of chairs and furniture, stomping feet on floors, wearing hard soled shoes or high heels in apartments Permanent and periodic notices can be used to sensitize residents to consider their neighbors The dining chairs can also be equipped with rubber boots since they are heavy and a constant source of noise on the tiled floors especially to residents on floors below

Ardager is considered as the least preferred option compared to DV and Chagala. Hot water and general maintenance issues are just a part of the picture. Are we going to keep Ardager as a long-term solution, or does TCO have a plan to explore a different apartment option more comparable with DV or Chagala so that all expats get fair treatment?

Are the alternatives to Ardager residence (or allowing CVX employees find their own places) being evaluated/considered by TCO leadership? If not, why not?

Poor quality of 5L bottled water provided by Ardager. Suggestion: Tassay or Bon Aqua would be good for a change

Address unsolicited access to apartments - Cleaning staff shows up multiple times to apartment resulting in resident having to put a do not disturb sign while showering

Possible digital solution for updating information required by TCO security

Smokers at the Balcony of the Caramel Canteen and Shared Apartments

"Smoke free building Declare the total building including outside stairs, balconies etc. smoke free. Alternatively make only one Block for example block 3 an area where smoking is allowed Smoke fumes and secondary smoke inhalation still occurs when residents or workers smoke on the balconies fire escapes etc. and poses a health risk This occurs since windows of other residents may be open and also as a result of the doors not sealing 100% which allows smoke to be pulled into rooms of other residents. It is proposed that people should also not be allowed to smoke within 10 meters of the building especially near entrances since other residents are still exposed to the smoke inhalation when entering or exiting the buildings "

Recycling plan for Ardager

Restaurant for Ardager residents. Restaurant Use during Displacement - Ardager needs to open its restaurant for residents to use, without charge, while temporarily displaced. No one helps you move, and dragging food from one fridge to the other ....and back....... is a bit much.

"It's not separated from the driveway by a fence or trees / bushed and some of the slides literally end up on the driveway. While TCO cars drive carefully others just fly through our parking lot. Also, they park ride by the slides which is also really dangerous. Playground surface is not leveled properly so kids constantly trip and fall. Two years ago they changed it but few weeks afterwards it just got back to uneven ground. Garbage left on the playground that included industrial blades, needles & syringes, dead birds. It’s not cleaned on regular basis so it’ll stay there for weeks (or parents clean it). We don't have an indoor playroom but could definitely use some space. I asked Ardager management about it a year ago and offered to donate different toys but never heard back."

Address noise pollution in apartments especially near those with children

"• Water quality - it is not potable and many times dark and smelly. Potable water is clearly a high priority, and both Dostyk Village and Chagala have it provided free of charge. Only Ardager residents have to purchase water. • Hot water is inconsistent. The issue has improved recently for the bathrooms with the installation of the water heater. However, we now do not have hot water in the kitchen. It is tepid at best. • Unapproved and frequent access into the apartment as well as access without any notification. For example, I arrived home yesterday to find my curtains had been removed for cleaning. I appreciate that they will be cleaned but was never notified this would be happening. I have arrived back from holiday to find construction happening in my apartment - my personal belongings had been packed away and my bed was covered with construction materials, all without our being advised by any means - text, call or email. • Air conditioner units are often non- or barely-functioning. In the fall, the unit in the master bedroom leaked on us during the evening - thoroughly wetting the bed. This was after it was fixed."

"The front desk personnel need to be better trained and have better language skills. • Taxi service is also a problem. Often when arriving form an international flight, the taxi dispatchers will try to schedule several Ardager and even Renaiassance residents in one car/bus. Because of waiting times in immigration and luggage issues, this has resulted in waits of 45 minutes and longer before the taxi leaves the airport. While we appreciate that taxi dispatch is trying to be efficient this is not the practice for DV or Chagala residents and should not be the case for us."

"1. Intermittent hot water throughout the day since early January. Irene was notified. Hot water heater was installed in our apartment but there is still not consistent hot water in the kitchen and many times it is lukewarm. Ardager maintenance thinks it is hot enough. Many times, we can shower or use the sink water without adding cold water. 2. Windows leave condensation around the panes and leak onto the window sills causing mold. Ardager comes and paints over it and the mold reappears in 2 weeks. Ardager management says windows need to be replaced when the weather gets better. Nice to have windows but the windows in our apartment are not very big. Little light comes into our apartment. The fire escape window would not close when we first got here 6 months ago. I called maintenance and they came up and screwed the window shut. I told them that was not ok.... wonder if they really know what that window is for and not sure they keep the pathway clear for fires. 3. Communication has been poor until yesterday and today about the water shut off. For the water shut off anticipated tonight, we have received 3 email, a printed sheet in our apartment and it is posted in the Elevator which might be over the top. TCO and Ardager have not good about communicating to us what is happening. Ardager May have a language translation issue so it might be better to have the communication come from TCO. Many residents were not able to attend the meeting on Saturday and I thought I heard they would make the information available to everybody. It is Wednesday and we have not received any of the power point presentation or any of the contact numbers to call for issues. Not everybody knows that Jennifer will be on the 18th floor tomorrow from 11-1pm. On the power point presentation, it said Ardager was looking at furniture and fittings and the 18th floor. No elaboration on that. Minor details but if you are not going to discuss, why bring it up? 4. In early January, we found out that Ardager was closing the gym from 8-10am. These are prime hours for trailing spouses. A note was written to Irene by a resident and it was placed on the ACA agenda. The ACA minutes came back and said the gym hour of closure issue had been resolved. Residents and workers went to the gym on the weekend at 8:30am and were turned away. Ardager management was contacted and they said the issue had not been resolved and the gym was still closed from 8-10am. There is a serious disconnect between TCO management and Ardager management. Recently, we have been told it is resolved and the gym is open from 8-10am. Again, a note was not sent out to ALL residents about any of this regarding about the gym hours of closure and reopening hours. 5. With the water issues, we did not have heat for many nights. Most times, we do not need heat in Ardager but there were a few nights the wind blew threw the windows and it was chilly. 6.Good things—a. Ardager has been good about working with us regarding the water issues and installing the hot water heater. The manager, Elena, has been very good about communication while we were going through issues. b. I have had 2 great house keepers since arriving here. My first housekeeper is presently on maternity leave. They are both pleasant and not obtrusive and they clean very well."