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.  

This week, following advice from our electrical engineering consultants, we have removed the generator supply from the system and transferred all lots over to mains power. 

This has been done after extensive data logging, load balancing and electrical distribution board updates, in consultation and with approval from Energex.

We are continuing to liaise closely with Energex regarding the upgrading of fusing to the existing Pad Mount Transformer and the timing of these proposed works, so that we can communicate this to everyone. These works will be completed by Energex.  We do anticipate that these works will require a further planned power outage, albeit a short one of under 30 minutes, however we will provide an update on this proposed timing as soon as we receive this confirmation from Energex. 

As a precautionary measure, we have left the generator in place to ensure we are able to respond quickly should any further issues be experienced in the near term, however the current engineering advice and the associated power logging that has been received indicates that it will not be required.

Long-term upgrade update

With power now transferred back to mains and stabilised as we head into the cooler months, the teams key focus is now to ensure the long-term solution to the power capacity issues at Ashford are fully resolved well ahead of next summer. As mentioned in our update last week, Energex have now advised that an increase to the Energex Pad Mount Transformer that provides power to the estate will likely be required to provide a long term solution to the issue we are currently experiencing.

To facilitate the completion of these works, Mirvac (via our third party peer review engineer) is undertaking a complete re-calculation of all electrical loads across the estate which will inform a new Maximum Demand submission that is made to Energex which will be the catalyst for Energex to commence the procurement of the require infrastructure to upgrade the power supply. As part of this third party peer review, we will be taking in to account the usage occurring in the current state of the estate, the further homes that are yet to be completed as well as the increased prevalence of Electric Vehicles. We are conscious that, if a larger Pad Mount Transfer is required, these can take up to 6 months to be procure, so are progressing this design process as quickly as possible with the now completed logging data whilst undertaking the due diligence required.

We will continue to provide weekly updates as this design and confirmation process with Energex progresses over the coming weeks.

Energy Metering

We have received a number of queries regarding energy metering from residents which we are reviewing and investigating in detail. We will provide a consolidated response to the broader estate once these investigations have been completed to provide clarity on the queries that have been raised. 

In the interim however, if you do have a concern with your power bill, please as a first step request that your energy retailer undertake an actual meter reading of your power consumption, and ask for confirmation that they are not assuming your power usage, as some providers may charge based on averaged or assumed power consumption model.

If you have further queries in the meantime, please send them through via the details below and we will aim to address your queries as part of our ongoing investigations.

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