I found this program shocking. The residents were forming an association to complain about the poor quality of repairs/refurbishments long before the fire. Despite their involving their MP nothing was done.
I discussed this with a relative who is registered disabled and living in a tower block, floor 7. One example was where he got a letter stating that workpeople would call on XX day at X time to install his part of the new sprinkler system.
Workmen came without notice several days earlier and then complained that furnishings were not moved out of the way for them. They got pretty sheepish when he pointed out he was disabled and they were breaking the law by expecting him to do this. This is just one example or por practice and mis-communication.
My relative now opens the door only to scheduled appointments and deliveries. He has used the complaints procedure to document and complain about every messed up appointment, just as I would. He says he is nt bothered about appearing one of "those" tenants who knows his rights and complains as he is less likely to be taken advantage of.