Land Lord Needs Advice Please

MrsG1979

Good Mornign All,

We have a property that we let through Gpees and we seem to be having nothing but headaches with call outs. However we are not sure where we stand. We have employed them to fully manage.

Every month there is something that the tenant reports.
Most recently the tenant has reported an issue with the toilet not flushing properly and a constant running water sound. THe agents insisted we get this looked at and we have recieved an invoice from their contractor stating

"On attendance, the tenant explained that the
problem was not that the toilet would not flush,
but that it seemed to be continually filling
and water was seen continuously running into
the pan. Could not reproduce the fault on visit,
but the evidence pointed to the filling valve
being faulty. Obtained a replacement, returned
and fitted. Labour and materials. £ 100.00"

This is probably the 4th call out in as many months, if the fault was not evident can we claim against the tenants or the agents for not representing us correctly and calling out contractors when not required?

In addition to this we were promised 4 inspections a year and we had to nag constantly for the inspection report - after 9 months only one inspection was carried out.

We have had charges applied to our invoices for services not requested and are due a 78.00 refund that we have been watiing for for over 3 months.

We are at our wits end with this where do we stand?

many thanks in advnce for any advice

franklee

I wouldn't be happy with running water especially if the water is metered, that would be throwing the tenant's money down the toilet.

If a problem is intermittent and cannot be demonstrated on the day that's not the tenant's fault especially given the evidence pointed to the filling valve being faulty.

If you penalise the tenant for reporting faults they'll stop reporting anything which may lead to problems causing your property to deteriorate.

As for the lack of inspections I'd suggest the first thing to do is make a written complaint to the agent. You could also look at your agreement to see if you can give them notice to end their management.

MrsG1979

Thanks for your response, of course we always take in to account the tenant - however after months and months of rediculous call outs it starts to get tiresome - i personally think the fault lies with the Agents, to me fully managed is just plain and simply a pain.

We have as you suggested sent written complaints to the agents which normally fall on deaf ears or at least we get vague responses without any hint of an apology because of course that would admint liability.

Apologies I fear I am ranting. Another complaint will go out tonight and then like you suggested we will look at terminating the management of the flat.

I wonder if anyone else ever has such problems with estate agents? every single let we are faced with problems.

franklee

Have you checked what their complaints procedure is and followed that. Are they members of ARLA or anything like that. See here:
How to complain about your letting agent
http://www.which.co.uk/consumer-rights/action/how-to-complain-about-your-letting-agent
http://www.tpos.co.uk/make_complaint_rents.htm

The forum is awash with letting agent gripes, I reckon many agents are rubbish but at least yours are getting repairs done. Fully managed doesn't mean they don't ask you about issues as they won't spend any money without your go ahead each time. It's likely their tradesman are more expensive than you could arrange yourself.

The failure to do the inspections isn't acceptable unless the tenant is refusing, have you been given the reason why they haven done them?

ognum

franklee wrote: »

Have you checked what their complaints procedure is and followed that. Are they members of ARLA or anything like that. See here:
How to complain about your letting agent
http://www.which.co.uk/consumer-rights/action/how-to-complain-about-your-letting-agent
http://www.tpos.co.uk/make_complaint_rents.htm

The forum is awash with letting agent gripes, I reckon many agents are rubbish but at least yours are getting repairs done. Fully managed doesn't mean they don't ask you about issues as they won't spend any money without your go ahead each time. It's likely their tradesman are more expensive than you could arrange yourself.

The failure to do the inspections isn't acceptable unless the tenant is refusing, have you been given the reason why they haven done them?

Why haven't you changed agents? Read your agreement, check the notice period and look for a new agent.

In my experience small independent agents are best, they know each property they let well and try hard to develop a relationship with the LL.

My properties are fully managed but I do not allow any expenditure unless an emergency without agreement. Most LL are available to reply within 24 hours I would think.

I think expenditure is very tenant dependent, I have tenants who ask for nothing, sort things out themselves and only contact with big problems. I currently also have a tenant who is in contact on a weekly basis with frankly ridiculous requests.

Will a buy new lampshades and blinds to her taste when others are only a year old. Will I paint the fascia boards because they are slightly discoloured in a one foot area and she believes a health hazard. Will I put in a new shower head as she would prefer a different one are from the last three weeks. I now simply say no to these, that's why you need to know what's going on.

Go and talk with letting agents before you sign up with them but do change if your unhappy with the one you have.

MrsG1979

Thanks Everyone for your replies,
We have been with Gascoigne Pees since October now and sadly we are currently over seas which makes it all the worse as we would normally pop in ourselves to the tenant to see if we can sort things, i think in the last 4 months we have had over £850 deducted through some sort of 'issue' which I know we could have resolved ourselves if we were there.

We are contemplating withdrawing from the managed service and paying a friend to be the contact for now until we get back.

It is so very stressful, sadly every year we seem to have issues, last year it was Barnard Marcus the year before move revolution - that was the best they let the flat to an organisation that placed a young offender in there who trashed the place beyond recognition, grew canabis and terrorised the neighbours. Both our estate agents and the agency couldn't fathom why we wouldn't surrender the deposit and wanted a refund on finders fees!

One year will be peaceful surely :-)

ognum

MrsG1979 wrote: »

Thanks Everyone for your replies,
We have been with Gascoigne Pees since October now and sadly we are currently over seas which makes it all the worse as we would normally pop in ourselves to the tenant to see if we can sort things, i think in the last 4 months we have had over £850 deducted through some sort of 'issue' which I know we could have resolved ourselves if we were there.

We are contemplating withdrawing from the managed service and paying a friend to be the contact for now until we get back.

It is so very stressful, sadly every year we seem to have issues, last year it was Barnard Marcus the year before move revolution - that was the best they let the flat to an organisation that placed a young offender in there who trashed the place beyond recognition, grew canabis and terrorised the neighbours. Both our estate agents and the agency couldn't fathom why we wouldn't surrender the deposit and wanted a refund on finders fees!

One year will be peaceful surely :-)

Any one, agent or LL who tells you there are no issues with renting out property is wrong, you need to factor these into your business plan because letting property is a business.

Do you pay UK tax because a lot of the issues you deal with are tax deductible or if they are capital costs can be deducted from CGT in the future.

maybe you are not cut out to be LLs, think it over.

Good luck with your friend , I hope that works out.

princeofpounds

Your agents sound pretty rubbish if they don't fulfil your basic contract.

The amount of maintenance calls are certainly not that unusual, even though it is higher than average. Treat each one on its merits until a definitive pattern is clear.

In fact, I have had exactly that same problem with flush. If it's anything like my flush mechanism (and it probably is) then the flush seal is part of the same mechanism as the flush button or handle itself. Every time it is flushed the whole mechanism moves slightly. If the seal is aged or bad (particularly if the rubber is bubbling or delaminating) then it only takes a wobble to set it going. But then another wobble can temporarily stop the problem.

The undertone of your post is that the tenant is lying and that you resent the cost of maintaining your property. Nothing you have said makes me think they are, although it's always possible i suppose.

G_M

The contract is 'fully managed'. If tenant reports a fault the agency should investigate/resolve and then bill you. Unless the contract says something different. Agent seems to be doing their job.

If the contract requires 4 inspections a year (which seems excessive to me!) and the agent is not doing this, write to them referring to the wording in the contract and ask for evidence in the form of reports that they are not in breach of contract. Escalate as required.

If there are problems with the property, fix them. Don't blame the tenants.
If the tenants break things, or incur costs unecessarily, charge the tenants.

Since you have not detailed the "months and months of rediculous call outs" it is impossible to comment, but the toilet flush one appears reasonable.

Personally I would have fixed it myself (£5 for parts), but I don't use a fully managed agent contract, and I have a spanner and screwdriver.....

Now read:

Letting Agents (Tips for selecting, and tips for sacking them)