I don't feel property agent is doing their work

SamL

Hi, I rent a property though L&Q and have been renting with them for 6 months. In the 6 months it took over 3 months for them to move furniture which was blocking our main window in our living area, and a table which was left towards our front door so the door only partially opened. It took over a month to fix a leak which was causing damp and was a constant dripping sound. They still haven't completely fixed the heating in our flat. I am now about to move out but because it isn't the end of my term I have to find a replacement which I have done but they wont forward on the relevant paperwork to begin the signing over to the new tenant so they might go elsewhere. The agency also wont provide a reference to my new landlord who I am ready to move into so can't move in and that landlord is about to cancel my application. What can I do, please help.

AdrianC

Could you not move the furniture to a less inconvenient position yourself?

Were you insistent on access to the property at times to suit you, or were you happy for the agent to let tradesmen into the property at any time?

G_M

SamL wrote: »

Hi, I rent a property though L&Q and have been renting with them for 6 months. In the 6 months it took over 3 months for them to move furniture which was blocking our main window in our living area, and a table which was left towards our front door so the door only partially opened.
1. no reason you can't move furnture yourself
2. before moving, had you agreed the lannlord would move/remove these items? In writing?

These seem trivial issues.

It took over a month to fix a leak which was causing damp and was a constant dripping sound.
3) did report properly, in writing?
4) what was the cause? - some problems take time too fix so we cannot reeally comment

But now it's fixed so.... no problem

They still haven't completely fixed the heating in our flat.
5) reported properly in wrtiing?
6) what is the issue?
7) you imply the LL has strated or tried to fix - correct?

Sounds like this is being dealt with but not finally resolved. await resolution or escalate in writing again

I am now about to move out but because it isn't the end of my term I have to find a replacement
No. You don't 'have to'. You can offer a replacement who the landlord does not have to accept

which I have done but they wont forward on the relevant paperwork to begin the signing over to the new tenant so they might go elsewhere.
perhas they either don't want to assign the tenancy at all, or don't want to assign it to this person?

All you can do is ask. Bepolite. Don't demand or complain, as it is up to the landlord.

The agency also wont provide a reference to my new landlord who I am ready to move into so can't move in and that landlord is about to cancel my application. What can I do, please help.

If the agency won't provide a reference, ask the landlord?

I'd advise you to see out your fixed term and then move.

saajan_12

SamL wrote: »

Hi, I rent a property though L&Q and have been renting with them for 6 months. In the 6 months it took over 3 months for them to move furniture which was blocking our main window in our living area, and a table which was left towards our front door so the door only partially opened. - was it agreed that the LL would have it moved?Outside a specific agreement, the property would have been assumed to be rented as seen, so no obligation to make it more convenient. Could you not have moved it yourself?

It took over a month to fix a leak which was causing damp and was a constant dripping sound. - not overly unreasonable depending on what steps were taken after the leak was reported. It's fixed now so no further recourse. They still haven't completely fixed the heating in our flat. - what is the outstanding issue with it? Keep following up on the progress, remember the LL doesn't have to guarantee you a perfect flat, they merely have to take reasonable steps to fix issues as they arise. I am now about to move out - your choice, but you contracted to remain (well pay rent) for the full fixed term. but because it isn't the end of my term I have to find a replacement which I have done but they wont forward on the relevant paperwork to begin the signing over to the new tenant so they might go elsewhere. - You're choosing to find a replacement, which is only coming about due to your choice to move out. The LL has no obligation to accept the replacement tenant, and shouldn't have to bear the costs of referencing, additional move in / out etc. The agency also wont provide a reference to my new landlord who I am ready to move into so can't move in and that landlord is about to cancel my application. -
well they don't have to. What can I do, please help.

You can follow up on the heating issue, to ensure it is resolved in a reasonable timeframe. All other issues seem to have been reasonably sorted, so no problem there. You can remain until the end of your fixed term and then move, when the LL may be more willing to provide you a reference, or choose somewhere that doesn't require one.

If you still want to move out now, then remember you're REQUESTING to amend a legal contract, so the LL has no obligation to comply or expend costs to make it easier for you.

SamL

Hi, I will try to answer questions.

We we're offered to move in July - they agreed in writing to remove damaged furniture by the time we moved in, we identified and wrote which was damaged, they agreed. They said it would take 1-2 weeks before we move in but took 4 weeks and the furniture had not been removed. We called multiple times yet it wasn't moved until November, multiple large items were left and we had little space in our flat for the furniture, they had left the items partially blocking our only exit out of the flat for months, we were told we could not remove ourselves or may be charged.

Similarly the heating, broken shower, broken toilet, broken hinges on windows meaning they would not shut properly took months to resolve. We asked about most of these on the hand over day and was told they would be addressed within 7 days, none were and took multiple calls and emails. Each time we were given a day for them to be fixed we agreed and waited in (taking time off of work), sometimes the repairman didn't even turn up.

The leak came after we moved in, it was like a shower in one of our store rooms, literally pouring through the ceiling. We alerted the agency the first day we noticed the leak they said they would call the plumber and come back to us, they never did. We called another 2 times at least before anybody came out over 3 weeks later who could not identify the problem, again we called multiple times and about 2-3 weeks later a second person came out and resolved the issue.

When we moved in they said major repairs will be addressed in 5 days, minor repairs in 10 days. All of our issues have taken well over 5 days to address, I'd consider a broken shower, toilet, heating and a leak to be major.

As for heating, we reported at end of November that radiators and hot water was not working. a person came 1-2 weeks later, reasonable, but just changed the batteries in our thermostat, we had another repair man visit who looked at plumbing which helped but 2 radiators do not come on which has been reported to agency over 4 weeks ago either via call or email.

The two radiators aren't the problem its just how long they take to reply or address issues.

As for moving out, I emailed my representative at the agency 4 weeks ago today, but had no response. I emailed a further 3 times since. Our terms say we have a full year or to give 2 months notice. But I share and the terms do not state what happens if one of us was to move out and the other stay, so I called and managed to speak to a customer service rep. I was advised that I just need to find a replacement who matches their referencing requirements, they will be referenced which takes 5-10 days, if they pass they move in and I get signed off of the terms. I asked if I could be emailed this but they did not.

I called my agent explaining that I will be moving out, that I have found a replacement as advised and asked if they could complete a reference for my future renting agency. They agreed to complete the reference in 10 working days, and said they would email over documents I would need to pass onto the replacement tenant the same day. It's over the 10 day period and they have not completed my reference or emailed me the documents for the replacement tenant.

Also, I asked the renting agent for the landlord details when I first moved in but was never given them so all contact has been through the letting agency.

Do I seriously have to stay with a renting agency which take over 4 weeks to reply to an email or call or advise on a problem with the flat?

Comms69

SamL wrote: »

Hi, I rent a property though L&Q and have been renting with them for 6 months. In the 6 months it took over 3 months for them to move furniture which was blocking our main window in our living area, and a table which was left towards our front door so the door only partially opened. It took over a month to fix a leak which was causing damp and was a constant dripping sound. They still haven't completely fixed the heating in our flat. I am now about to move out but because it isn't the end of my term I have to find a replacement which I have done but they wont forward on the relevant paperwork to begin the signing over to the new tenant so they might go elsewhere. The agency also wont provide a reference to my new landlord who I am ready to move into so can't move in and that landlord is about to cancel my application. What can I do, please help.

Sounds like a right mess, but the agency - they don't work for you!


It sounds like they're doing their job very well, which is to support the landlord.

TashaJ

G_M wrote: »

No. You don't 'have to'. You can offer a replacement who the landlord does not have to accept

For the poster to end their terms without having to wait the length of the original contract then they 'have to' find a replacement as indicated by their agency.

Did you really need to be that condescending to somebody that is already distressed, did it make you feel better belittling somebody asking for help?

G_M

The implication of the poster's "I have to find a replacement" was that he believes that if he finds a replcement he can end the tenancy.

I was emphasising the fact that the landlord (perhaps via his agent) does not have to agree to the tenant leaving early.

His later post "Our terms say we have a full year or to give 2 months notice." suggests there is a Break Clause that could be used, but, as he rightly points out: "But I share..." which means his joint tenant would also have to leave (or sign a new contract).

Smodlet

SamL wrote: »

Hi, I will try to answer questions.

We we're offered to move in July - they agreed in writing to remove damaged furniture by the time we moved in, we identified and wrote which was damaged, they agreed. They said it would take 1-2 weeks before we move in but took 4 weeks and the furniture had not been removed. We called multiple times yet it wasn't moved until November, multiple large items were left and we had little space in our flat for the furniture, they had left the items partially blocking our only exit out of the flat for months, we were told we could not remove ourselves or may be charged.

Similarly the heating, broken shower, broken toilet, broken hinges on windows meaning they would not shut properly took months to resolve. We asked about most of these on the hand over day and was told they would be addressed within 7 days, none were and took multiple calls and emails. Each time we were given a day for them to be fixed we agreed and waited in (taking time off of work), sometimes the repairman didn't even turn up.

The leak came after we moved in, it was like a shower in one of our store rooms, literally pouring through the ceiling. We alerted the agency the first day we noticed the leak they said they would call the plumber and come back to us, they never did. We called another 2 times at least before anybody came out over 3 weeks later who could not identify the problem, again we called multiple times and about 2-3 weeks later a second person came out and resolved the issue.

When we moved in they said major repairs will be addressed in 5 days, minor repairs in 10 days. All of our issues have taken well over 5 days to address, I'd consider a broken shower, toilet, heating and a leak to be major.

As for heating, we reported at end of November that radiators and hot water was not working. a person came 1-2 weeks later, reasonable, but just changed the batteries in our thermostat, we had another repair man visit who looked at plumbing which helped but 2 radiators do not come on which has been reported to agency over 4 weeks ago either via call or email.

The two radiators aren't the problem its just how long they take to reply or address issues.

As for moving out, I emailed my representative at the agency 4 weeks ago today, but had no response. I emailed a further 3 times since. Our terms say we have a full year or to give 2 months notice. But I share and the terms do not state what happens if one of us was to move out and the other stay, so I called and managed to speak to a customer service rep. I was advised that I just need to find a replacement who matches their referencing requirements, they will be referenced which takes 5-10 days, if they pass they move in and I get signed off of the terms. I asked if I could be emailed this but they did not.

I called my agent explaining that I will be moving out, that I have found a replacement as advised and asked if they could complete a reference for my future renting agency. They agreed to complete the reference in 10 working days, and said they would email over documents I would need to pass onto the replacement tenant the same day. It's over the 10 day period and they have not completed my reference or emailed me the documents for the replacement tenant.

Also, I asked the renting agent for the landlord details when I first moved in but was never given them so all contact has been through the letting agency.

Do I seriously have to stay with a renting agency which take over 4 weeks to reply to an email or call or advise on a problem with the flat?

As I understand it from G_M, if you have not been provided a UK postal address (and, presumably, a name) for your landlord, you are under no legal obligation to pay rent. G_M, O Great Master (Mistress???) has your humble student got this right? <grovel, grovel>

G_M

Sam - if you write (yes a letter) asking for the LL's address, the agent has tto give it to you. However it's surprising how many agents don't know this, or choose to ignore it.

Quote the Landlord & Tenant Act 1985 section 1 in your letter:

1 Disclosure of landlord’s identity.

(1)If the tenant of premises occupied as a dwelling makes a written request for the landlord’s name and address to—

(a)any person who demands, or the last person who received, rent payable under the tenancy, or

(b)any other person for the time being acting as agent for the landlord, in relation to the tenancy,

that person shall supply the tenant with a written statement of the landlord’s name and address within the period of 21 days beginning with the day on which he receives the request.

(2)A person who, without reasonable excuse, fails to comply with subsection (1) commits a summary offence and is liable on conviction to a fine not exceeding level 4 on the standard scale.

G_M

Smodlet wrote: »

As I understand it from G_M, if you have not been provided a UK postal address (and, presumably, a name) for your landlord, you are under no legal obligation to pay rent. G_M, O Great Master (Mistress???) has your humble student got this right? <grovel, grovel>

Cross posted!

Not quite. There are two bits of leglislation:

1) The Landlord & Tenant Act 1985 requires an agent to provide the LL's actual address, if requested in writing. Its a criminal offence to fail to do so.

2) The Landlord and Tenant Act 1987 requires the LL to provide an address for serving notices (this can be c/o an agent, his mum, or anywhere) provided it's in Eng/Wales. Failure to do so means the tenant need not py rent.