Having a water nightmare - help!

lyndseyb2009

Hello All,

I'm having a complete nightmare lately with the water in my apartment and need advice.

A year ago (well 11 months - Jan 2015) I informed the letting agent (who act on behalf of my landlord) that our water heater was leaking. I informed them that the leak was at the front and appeared to be dripping down onto the electrics - I was told not to worry it was condensation.

Fast forward to the end of Oct and I notified our letting agent that the "condensation" was now constantly leaking water - quite substantial amounts. Someone to visit and deemed that it was a specialist job so someone else would need to come out. 2nd visit ensured in early Nov and they deemed that it was a corroded washer - they "plugged" the leak as a temporary fix until a new part could be ordered.

A week later I had an email asking if they could attend the property again - it turns out the 2nd guy did not take correct photos so they could not order the part needed.

The same evening I hit the boost button as my OH was complaining the water was not hot enough for a bath. 20 minutes later the electrics tripped. Checker the main switches and could see that it was the one connected to the water heater that was causing the issues.

Subsequently anytime we hit the boost button or the timed boost came on it tripped the electrics. The standard timer that was supposed to heat the water did not appear to be working. By this time it was the 19th Nov. We have had no working hot water since then.

a 4th visit by the engineers happened last week - they called the letting agent from the job and instructed that the whole tank was corroded and we needed a new cylinder. They did rush to order and I was told they would attend either last Friday or Monday - this didn't happen. Thankfully they came yest and where able to install a new thermal storage system - very big (removed our cupboard storage which I was not amused about as it's already a small place with hardly any storage).

So - I was overjoyed last night when eventually after the water being switched on to heat for 2 hours that we finally had hot working water! I was less than happy when an hour later I discovered the engineers had not plumbed a new pipe in properly and I had water literally shooting all over my floor. It seems when they connected a new pipe to an old pipe they didn't seal it enough - hence the leak. Managed to mop up what I could at the front but couldn't get behind as it would mean moving the tank which I will not do.

Tried switching off the heater at the mains - didn't stop the flow. The only option we had was to switch off the water supply which thankfully stopped the leak, but we now have zero working water in our apartment.

My question is - what are my rights here? I have asked that they get someone out today to fix the issue - I cannot live in an apartment with zero working water.

I've been really flexible throughout the whole process - even though I have been so frustrated I haven't once mentioned withholding rent etc as I genuinely am not that kind of person although the letting agent mentioned themselves that due to not having 5 weeks of hot water they would discuss compensation (They raised this not me) for the issue.

But with regards to any working water at all - surely it's my right to have working water - albeit even if its cold? It's pretty bad when you are paying £1100 a month for a small studio and can't even flush the toilet :rotfl::rotfl::rotfl:

I'm not sure what my rights are (I know I should know better but I'm quite trusting - probably to a fault) and now that this has happened on top of 5 weeks of no hot water in the middle of winter.....should I be pressing for compensation?

Thanks in advance and please be gentle! Very stressful 24 hours!

marksoton

First things first,you need to exert serious pressure to get this fixed before christmas. That should be your one and only focus.

Any claim for financial loss etc can wait till it's sorted.

binky21

I'd be calling my agent's emergency line every 30 minutes for updates if I was in your situation. Emergency plumbers exist, and your agent should have been on the phone to one as soon as you reported the issue.

kinger101

You also need to be concerned about whether the electrics are safe if a large amount of water has escaped. I'd recommend you contact Shelter on 0344 515 2370. They provide good advice to tenants on how to deal with landlords who neglect their repairing obligations.

lyndseyb2009

Thanks all. I am due to leave tomorrow AM to fly home to Belfast for the hols (I am based in London) so I need it sorted today. Thankfully they have agreed to send an emergency plumber round (from the same team who installed so I have little faith) now to get it sorted

I'd already left my keys with the concierge for collection so they have no excuse not to get into my apartment.

I am seriously angry - I know these things happen and they could well do when I do eventually buy my own place - but I feel like I'm at the total mercy of the letting agents now which I hate!

I think electrics are safe enough but I'm not there all day to check. I've enough emails to back up that this was totally their own fault if the proverbial !!!! does hit the fan!!!

lyndseyb2009

binky21 wrote: »

I'd be calling my agent's emergency line every 30 minutes for updates if I was in your situation. Emergency plumbers exist, and your agent should have been on the phone to one as soon as you reported the issue.

I called at 9pm to report the issue - got a voicemail and didn't get a call back to 12.15am last night - I was asleep (as one would be!) but called them back.

I had to call again this morning at 7.30am to give them details again - their only response was "well who told you to shut off the water supply" - I said "No one did, but the water flying out the main water pipe was a good indication I should!".

Honestly.....

Bettie

No isolator on the water heater? I would ask for them on everything water related ( taps, washing machine, toilet..)

lyndseyb2009

Bettie wrote: »

No isolator on the water heater? I would ask for them on everything water related ( taps, washing machine, toilet..)

I have no idea if we have one - I am hopeless at anything relating to household running etc. Give me a spreadsheet and I'm a whizz - show me a spanner and I'll have brain freeze lol!

To be honest I need to dig out the paperwork and have another read to see what is what!

Still awaiting an update - just hope it's resolved today I'm already an anxious person ( diagnosed and everything lol) so this doesnt help - rescue remedy by the gallon today!

G_M

To be honest they do seem to be responding. OK, some responses have been slow but this latest 'emergency' situation is being dealt with.

you're right that as a home owner you'll have the same issues. have you ever tried to get an emergency plumber/heating engineer/ roofer etc out in winter? Week before Xmas? Not easy!

You were absolutley right to turn off the water. Now try to match your spreadsheet skills: when the plumber does come, ask him how to isolate different parts of the system so that
* if the loo cistern leaks you can isolate the water without cutting off the whole house
* if the washing machine leaks you can isolate the water without cutting off the whole house
* if the water heater leaks you can isolate the water without cutting off the whole house

The other lesson is: always report all issues formally by letter. Yes, use the emergency phone number for speed, but follow up with a letter clearly stating the problem, when it happened/history, when reported, result etc.

There'll be an address (usually on your tenancy agreement) "for serving notices on the landlord". Use it. Then there's a formal record and you are covering yourself for the future.

ps - 'water heater'? is this an electric heater on the wall? Or an emmersion heater in a cylinder (tank)? Is there no other way to heat water? Central heating?

Bettie

lyndseyb2009 wrote: »

I have no idea if we have one - I am hopeless at anything relating to household running etc. Give me a spreadsheet and I'm a whizz - show me a spanner and I'll have brain freeze lol!

To be honest I need to dig out the paperwork and have another read to see what is what!

Still awaiting an update - just hope it's resolved today I'm already an anxious person ( diagnosed and everything lol) so this doesnt help - rescue remedy by the gallon today!

maybe that's why they asked who switched the water off? Maybe there was no need. You could familiarise yourself with the plumbing so you are able to cope in an emergency. Look for something like this http://www.screwfix.com/c/heating-plumbing/brassware-valves-taps/cat831576 they are put just before every water outlet, they may already be there, if not, ask to have them installed. It is a simple job that will save you in the future. I know my daughters wouldn't have a clue, I have past experience similar to yours so I learned a lot about house maintenance through necessity. :rotfl:
Many a time I boiled up water in kettles and on the stove top which I lugged upstairs in buckets to enable the kids to have a bath. Always wished I had an electric shower back then.:)

lyndseyb2009

Thanks for all the replies guys! Good news - we finally had the water leak fixed the day before Christmas eve - which made us so happy! Was so thankful to the letting agent for just getting it sorted for us especially at this time of year

Hope everyone had a very lovely Xmas! xxxx