Renting advice needed!

babyfreckles

Hiya guys,

Me and my partner are currently renting a property through an agent and everytime something goes wrong (It was a new build in 06, and we were the first ones in it so alot of problems we have had!!), they take weeks to deal with the matter, and never ring us to let us know what is going on etc. Over the B/Holiday weekend, our washing machine has packed up on us, and I contacted them at 9.00am, explained the situation, and she said she would contact our landlord to get permission to go into the property then contact someone to carry out the works and call me back to let me know whats happening.

I dont understand why they need permission to go into the property because surely thats why a percentage of the rent goes to them, as agents - to sort the problems out. He is hardly going to turn around and say 'No you cant go and repair the washing machine' surely?!

Then I asked her if it is not repaired by tommorrow, can I get someone in and pay him from the rent money, in which she said no! She then said that she would contact the landlord again and get back to me - That was over half hour ago! Really fed up of these agents! Does anyone else have trouble with their letting agents taking ages to get things sorted? If this takes more than 48 hours to fix, can I charge my laundrette bill to my letting agent?

Sorry for the rant, they really do p*** me off!!

ifonlyitwaseasier

i know it's annoying but you have to give them time to actually contact the landlord, check that he will authorise a repair/engineer vivsit, he might get them to check it, get a quote and decide to replace it instead.

in my last place it took 6 days when the fridge freezer died for a replacement to be delivered, tho i had saved all my freezer food and just had to live off tinned food and powdered milk in my tea.

Fire_Fox

You should be putting all complaints into writing. Letting agents are paid a percentage to collect the rent and to field calls from annoyed tenants. Anything that needs fixing is charged extra to the landlord - if they don't consult with him they may not get paid for fixing your washing machine. Unless it's an emergency (a washing machine is not) the letting agents need your permission to enter the property. You can waive your right to 24 hours notice but it's best to do so in writing so it's all professional and above board.

princeofpounds

They are paid to do whatever the LL want them to do, not to provide a service to you. They do not have discretion to spend repairs budget so of course they have to wait for the LL's approval. He may well say 'no, I can't repair the machine this month, I'm going to wait until the next paycheque and I don't care if the tenant has to wait'.

It is the LL's duty however to provide a repair service to you within a reasonable timeframe.

Put your requests in writing. If you do not receive a repair within a reasonable timeframe you are permitted to follow a strict procedure to repair yourself and deduct from future rent. This is from case law (Lee Parker vs Izzet 1971, search the forum). Shelter have a guide that tells you the process, but in simple terms:

- you complain in writing and wait a reasonable amount of time.
- you write with minimum three quotes and a second reasonable deadline, as well as a date you will deduct the costs from rent in the future.
- you wait for the deadline to expire, then you commission the repair.

Landlords are not expected to be any quicker than a normal owner occupier. So It is permissible for them to say 'can't make it round until thursday due to work' or similar. It is not reasonable for them to not reply within a week or take any kind of action within two.

babyfreckles

Thanks for your advice. I really do get frustrated with them because as I have mentioned, they seem to take their time with fixing problems. When we first moved in, there was a smashed window, which they promised would be sorted by the time we moved in. Was it?! Nope! The shower had a leak because the bath hadnt been sealed properly which has come through the floorboards, into my kitchen spotlilghts and through the electric cooker hood. Took them over a week to get that one sorted out. I know that Letting agents have other properties to deal with, but why are they so rubbish at communicating with us!

OH has just contacted them as I am still waiting for a call back, and the lady has told him that they only have 1 handyman that deals with washing machines and their office is closed until Thursday, which would mean it would be next week when someone comes out. I could easily get the yellow pages out and find someone to ome and do the work tommorrow, but NOPE we arent allowed!

GRRRR Rant over lol Sorry guys!

clutton_2

""That was over half hour ago!""

this made me laugh ...... agents and landlords are not magicians and cannot magic up repair people at the drop of a hat - certainly not in half an hour !!!!

babyfreckles

clutton wrote: »

""That was over half hour ago!""

this made me laugh ...... agents and landlords are not magicians and cannot magic up repair people at the drop of a hat - certainly not in half an hour !!!!

Im glad it made you laugh - I wasnt aware that posting on here would make people laugh! Thats not the reason why I posted on here, I posted on here for advice, not for people like to to pick fault! Oh, and it seems you might have mis-read my post - I actually contacted the LA at 9.00 AM this morning!

The over half hour ago was wiating for a call back - It doesnt take half hour to call someone, leave a message and then call me back does it?! :mad: Bit of customer service training wouldnt go a miss!

Welshwoofs

babyfreckles wrote: »

OH has just contacted them as I am still waiting for a call back, and the lady has told him that they only have 1 handyman that deals with washing machines and their office is closed until Thursday, which would mean it would be next week when someone comes out. I could easily get the yellow pages out and find someone to ome and do the work tommorrow, but NOPE we arent allowed!

GRRRR Rant over lol Sorry guys!

Nobody needs a next-day repair to a washing machine, it's not a necessary service like heating or hot water.

A week to fix your bathroom leak sounds about right to me - remember the agent has to contact the LL to get permission and then has to find a tradesman to come and look at it. Unless you are specifically using an emergency call-out service then it can easily be a week before the trades gets out to look at the problem, let alone fix it.

I'm an owner occupier and have to put up with delays. The last issue I had was a collapsed kitchen drain (sink water was spewing out all over the patio) and I waited 4 days for the builder to come and assess the problem and a further 3 weeks for the actual work to be done. Good trades have full diaries, we're all subject to waits and tenants get no special 'leg up' the queue

Fire_Fox

If you put your complaints into writing as we have suggested you will be following correct procedure AND you will be taken more seriously. As you are finding, phone calls are very easily ignored - and it's too easy to get into a row or come across as whingey (not saying you are). It may help the letting agent too as they have something to show the landlord.

Clutton is a landlord and a very knowledgeable/ helpful/ experienced one at that. You would do well to take on board whatever he has to say, whether in jest or not.

babyfreckles

I came on here to get advice, and thanks for those that have given me good advice. I dont expect the work to be done instantly, what I am ranting about is the poor service that my letting agents supply. I work in an office, I know that it gets busy and that I am not the only tenant with problems, but a courteous phone call from them wouldnt go a miss! It does get a bit tedious having to chase them up all the time!

Anyway, off to follow our calls up in an email! (And Firefox, I kow what you mean re getting into a row. I am one that after a few failed attempts do tend to go in to one so to speak lol!)

clutton_2

babyf - if you work on the basis that no letting agent will EVER call you back - your life will be so much less confrontational !

i have worked on this basis in my business for the past 5 years or so, and i dont get half as wound up as i used to .....

my laughter was not being unkind, i was just amused at your unrealistic expectations.

As WW says repairing a washing machine is not top priority - repairing a central heating boiler in February is ....