We thank you for your continued patience and acknowledge that these recurring power shutdowns are disruptive. We sincerely apologise for the inconvenience this has caused you and your family.  

As we now reach site stabilisation, we would like to take this opportunity to provide additional information on where we are today and what we will do to maintain a stable connection in the long term.

Please be assured, along with our dedicated consultants and contractors, that we will continue to work through and monitor the situation until we are confident it is resolved. See below for further updates, which are more detailed.

Current Update:

• We have worked extensively over the past week with our electrical engineers, contractors, and Energex to get a stabilised power supply to the estate whilst we continue to investigate and work through the overall supply resolution. 
• With the combination of a temporary on-site generator and adjustments to the system, we now believe power stabilisation has been achieved.  
• Of note, the brief planned shutdown completed earlier today was to increase the main power supply to the estate from the Energex transformer. This was a result of obtaining approval from Energex to proceed with the adjustment.  While this is a temporary measure, we believe it will provide the necessary relief to the system while the short-term upgrades are made.
• To achieve our current stabilisation, we have had to act quickly at times. Unfortunately, this has often meant little notice of a planned outage. We sincerely apologise for the short notice. These decisions were not taken lightly, and the result of prompt action was taken to avoid further unplanned outages.

Short-Term Upgrade Update:

• We have also made significant progress with Energex regarding further increasing the supply to the estate utilising the existing Energex Pad Mount Transformer (PMT). We are currently coordinating a time with Energex to undertake these works, which involve upgrading the transformer’s fuses. As the PMT is Energex infrastructure, they will complete these works. 
• We will let everyone know once we have received further advice from Energex regarding their timing, which will likely involve a short power outage. We anticipate this will occur within the next two weeks, though please note this is only indicative until Energex confirms.
•  Following the fuse upgrades and as we head into the cooler months, we anticipate that the estate will have sufficient power stability to be transferred fully back to mains power with the removal of the generator.

Long-Term Update:

• To inform our final solution, we continue to log usage to better understand the required power in a real-world context. 
• The data we have assessed from this week indicates that the Energex PMT that feeds the estate may need to be upgraded in size to some extent. The electrical engineers are still working this through with Energex to determine what is required. 
• Following the completion of the data logging and Energex’s subsequent review and approval, the Pad Mount Transformer will likely be upgraded. If these works are to occur, they will be undertaken by Energex and coordinated by Mirvac’s contractors. The scope and timing of these further works are still being developed. However, we will provide a further update on how this has progressed as we know more. 
• As the power has been stabilised to the estate with interim measures, we hope to be able to provide more advanced notice ahead of time of upcoming shutdowns instead of having to be quite reactive as we have been over the past few weeks. However, while this is our hope, we cannot guarantee that further short-notice shutdowns will not be required. 

How will further updates be distributed?

• Communications will continue to be sent by Mirvac directly to the owners of each lot.  These messages will also be communicated to the Ashford Residents Caretaker, who will pass them on to any tenants within the estate.
• If faster or more direct communications are required, we will continue distributing these directly via the Ashford Residents Caretaker, as this is the fastest way to access all residents
• To ensure you are kept up to date, whether an owner or tenant, please ensure your most up-to-date details are provided to either Mirvac or Vivi. 
• To further ensure everyone receives the latest information, updates will also be posted to the Ashford FaceBook page and Ashford Portal where possible. 

Who to contact if you have an issue?

Regardless of whether you are an owner or a tenant, should you experience any issues with your power or your equipment, please let the Ashford Residences Caretaker, Vivi, know.  Vivi will then contact Mirvac, and if required, we will arrange for the required trades to attend to your home and promptly investigate the issue.  

Who to contact if you have a query?

Queries can be lodged directly through Mirvac via email via the below Mirvac contact details or the Ashford Residences Caretaker, Vivi Zhang.

Once received, a member of our team will be in touch as soon as possible to assist and, if required, pass your query on to the next appropriate person, i.e., consultant or contractor, for additional guidance. 
 
Mirvac Customer Relationship Team
Phone: (07) 3859 5207
Email: [email protected]

A member of our Customer Relationship team will respond within 24 hours, if not earlier, from receipt of your email or phone call.  Should they require additional information relating to your query, they will contact you for further information and pass on to the appropriate area for the required attention. 

For any urgent matters during and after hours please contact the Ashford Residences Caretaker:

Ashford Residences Caretaker
Vivi Zhang
Phone: 0426 823 314
Email: [email protected].au

While we have been doing all we can to assist and will continue to do so, this is not without the unwavering support of Vivi and her team. For that, we would also like to take this opportunity to thank the Ashford Caretaking Team, who have been instrumental in our efforts to date. 

Should you have any further questions or concerns regarding this matter, please do not hesitate to refer these to our team via [email protected] and we will respond as soon as possible.

Yours Sincerely,

Suzanna Atkinson – QLD Customer Relationship Manager