Unable to find My Cases dashboard.

[Paulmar]

Hi,

I am unable to find My Cases dashboard on my account.  Unable to check progress of a complaint.  I previously found the link to track my complaint but it has now gone. 

Regards 

Paul.

[Molly_T]

Hi Paulmar 👋 welcome to the community! Thanks for posting. 

Sorry to hear these concerns about tracking your complaint via My VM / Cases. You should be able to get there directly via this link 👉 https://virg.in/mycases . 

Unless you have had further contact from the team about the outcome of your complaint, or a communication from us that advises the agreed terms of closing the complaint it should still be visible. 

If you are in need of further support with the complaint just let us know and we will be happy to help!

All the best. 🌞

[Paulmar]

My complaint refers to the access hatch on the pavement outside my house. There are no options for this. Basically the hatch sunk because it was not back filled correctly resulting in a void appearing under the path and this resulted in the corner of my garden sinking leaving a large hole under my astro turf. Unable to get this fixed until the pavement is sorted. Contractors put more tarmac in the hole, not hardcore or concrete, and that is now sinking again. Local council have been unable to contact VM or the contractors. Every time I chase it I just get promises which are not kept. Never had any contact since the standard email that was sent in the middle of December last year. Also complaint was closed once but after more that 6 hours on chat finally got it reopened with a promise of action in the next 72 hours. Still waiting over a week later.

[Molly_T]

Thanks for getting back to us Paulmar. Sorry to hear about your experience with us! 

We have a specialised team who manages these kinds of complaints (Install/construction.) This is due to any damage needing to be assessed, and if any works need to be arranged with the council / third party contractors to get things resolved. 
I can send you a PM to confirm a few account details, and ensure that the case is raised and sitting with the correct team who can offer further support with the resolution. 

I will do this for you now - you can find the PM in the top right corner of the page in your Inbox. 📩 

Thank you for your patience whilst the specialised team assess your case and offer support. 

Wishing you all the best. 🌞