New Build - Heating Not Working

dranzer01

Ive moved into a new build (completed less than two years ago).

Ive now been here for approximately two weeks and since I’ve moved in, the heating hasn’t been working.

The system used is GURU HUB.

Firstly, I wasn’t informed it is a ‘prepaid top under meter’. I was then trying to figure out how to get heating/how the heating works. I contacted the energy company and they informed me that I hadn’t been setup as an account yet and that I cannot top up until I receive my 19 digit account number.

I was subsequently informed by building manager I don’t need one and I can top up over the phone. I then go back to the company and inform them I don’t need one and I’m looking to top up. Yet again, the advisor said the same thing to me, I do need one.

fast forward, after a number of back and forth emails , they ‘miraculously’ were able to sort out crediting the meter with ‘emergency £10’. I thought that was all that was needed to get the heating to work in the place I’m in.

after realising after days it’s still cold, I informed building manager and they brought out an engineer who said there is air trapped. ‘They will get someone else out’

day in, day out, this premises is cold, in the evenings and most especially in the mornings.

I have been chasing the agency saying ‘when is someone going to be sorting this, as I am paying all this money for the heating to not work at all’. I even spoke about compensation/rebate in the message (to which they conveniently didn’t acknowledge and they sidestepped it).

Within the space of two week, I have sent roughly five emails regarding the heating in this building and I am absolutely not happy about it.

what I want to know is , because the heating has not been as is since I’ve moved in, am I within my rights to deduct the amount of weekly rent it’s taking for them to sort it? (I.e. the heating hasn’t been working for two weeks , so when it comes to paying the rent, only pay two weeks out of the four)…?


This is absolutely unacceptable, especially for a new build. Whatever it is, it needs to be sorted. (The building manager also mentioned something about snagging)


many thanks for your help,

HampshireH

dranzer01 said:

Ive moved into a new build (completed less than two years ago).

Ive now been here for approximately two weeks and since I’ve moved in, the heating hasn’t been working.

The system used is GURU HUB.

Firstly, I wasn’t informed it is a ‘prepaid top under meter’. I was then trying to figure out how to get heating/how the heating works. I contacted the energy company and they informed me that I hadn’t been setup as an account yet and that I cannot top up until I receive my 19 digit account number.

I was subsequently informed by building manager I don’t need one and I can top up over the phone. I then go back to the company and inform them I don’t need one and I’m looking to top up. Yet again, the advisor said the same thing to me, I do need one.

fast forward, after a number of back and forth emails , they ‘miraculously’ were able to sort out crediting the meter with ‘emergency £10’. I thought that was all that was needed to get the heating to work in the place I’m in.

after realising after days it’s still cold, I informed building manager and they brought out an engineer who said there is air trapped. ‘They will get someone else out’

day in, day out, this premises is cold, in the evenings and most especially in the mornings.

I have been chasing the agency saying ‘when is someone going to be sorting this, as I am paying all this money for the heating to not work at all’. I even spoke about compensation/rebate in the message (to which they conveniently didn’t acknowledge and they sidestepped it).

Within the space of two week, I have sent roughly five emails regarding the heating in this building and I am absolutely not happy about it.

what I want to know is , because the heating has not been as is since I’ve moved in, am I within my rights to deduct the amount of weekly rent it’s taking for them to sort it? (I.e. the heating hasn’t been working for two weeks , so when it comes to paying the rent, only pay two weeks out of the four)…?


This is absolutely unacceptable, especially for a new build. Whatever it is, it needs to be sorted. (The building manager also mentioned something about snagging)


many thanks for your help,

The fact it is a new build is irrelevant unless it was actually a new build and just built.

Most new builds have a 1 year snagging period.

Faults happen. You are not within your rights to withhold rent. The two are seperate.  You will fall into arrears.

It sounds like communal heating is that right or do you have your own boiler?

Just ring them up and ask the date and time of the appointment to fix it.

Have you asked for extra heaters and been declined?

If you don't get an answer lodge a formal complaint and follow the process.

Stay on hold till they get it. In the meantime extra layers.

"Day in day out" makes it sound like it's been going on years.

dranzer01

Most new builds have a 1 year snagging period. I guess I’m in year two then.

to confirm , rent is rent and no matter what issues happen within the building, (which the agency/building manager needs to fix) isn’t connected and/or tied to the rent…? 

I have my own boiler in the boiler/utility cupboard. (However , I’m sure there is a centralised heating component somewhere in the building which pumps into everyone’s apartments)

I contacted them yesterday again and I was informed ‘the building manager is looking into this and I will come back to you as soon as possible with an update’


i was provided with one heater which the concierge gave to me. (I also mentioned about being provided / them ordering me heaters and of course they didn’t acknowledge that request as well)

Day in day out is two weeks worth of headache , that to me is more than enough. I’m not paying hefty rents to be wrapped up like a sausage roll. 

MaryNB

dranzer01 said:

Most new builds have a 1 year snagging period. I guess I’m in year two then.

to confirm , rent is rent and no matter what issues happen within the building, (which the agency/building manager needs to fix) isn’t connected and/or tied to the rent…? 

I have my own boiler in the boiler/utility cupboard. (However , I’m sure there is a centralised heating component somewhere in the building which pumps into everyone’s apartments)

I contacted them yesterday again and I was informed ‘the building manager is looking into this and I will come back to you as soon as possible with an update’


i was provided with one heater which the concierge gave to me. (I also mentioned about being provided / them ordering me heaters and of course they didn’t acknowledge that request as well)

Day in day out is two weeks worth of headache , that to me is more than enough. I’m not paying hefty rents to be wrapped up like a sausage roll. 

Withholding rent puts you at risk of eviction.

You cannot without rent if the landlord doesn't carry out repairs and vice versa, a landlord cannot refuse to do repairs if you are behind on rent.

Contact your local council's private renting team about your landlord not carrying out repairs. 

[Deleted User]

Email them to say you are buying some electric heaters and will send them an invoice for them.

deannagone

That won't work either.  Unless they agree, you will be whistling for your money.  

https://england.shelter.org.uk/housing_advice/repairs/what_to_do_if_your_private_landlord_wont_do_repairs

dranzer01

A solicitor Ive contacted said I can withhold anything from 10-40%.

Another has said I cant withhold money as Id be in breach etc.

This is now the 4th week and the heating is still not fixed and I have not received a definite date for someone to come here and actually sort it out. So how on earth am I obligated to pay full rent?

MaryNB

dranzer01 said:

A solicitor Ive contacted said I can withhold anything from 10-40%.

Another has said I cant withhold money as Id be in breach etc.

This is now the 4th week and the heating is still not fixed and I have not received a definite date for someone to come here and actually sort it out. So how on earth am I obligated to pay full rent?

You're obliged to pay rent even they don't repair it and vice versa they're obliged to carry out repairs if you don't pay rent. 

Have you escalated the issue to your local council?

eddddy

dranzer01 said:

Most new builds have a 1 year snagging period. I guess I’m in year two then.

 

It sounds like you're renting the property - so any 1 or 2 year warranty is nothing to do with you.  If a warranty exists, it will be between your landlord and the builder.

Your issue is that your heating doesn't work, so your landlord needs to get it fixed. You don't need to care whether it gets fixed under a warranty or not.

But it sounds like there are 2 problems:

1. A problem with setting up your Guru Hub pay-as-you-go account (hence the £10 emergency credit
2. Air trapped in the system that is preventing the heating system from working

You should probably work on getting both those sorted in parallel - otherwise an engineer will fix the air in the system, but it still won't work because you don't have any credit in your pay-as-you-go account.

But you need to hassle your landlord about getting an engineer out.




But fwiw, when somebody says "there must be air trapped in the system", it sometimes means "I don't really understand these systems, I don't know what's wrong, this isn't my real job, so I'll just say something generic and vague - so that I can get away, and get back to doing whatever my real job is."

But who knows.

coffeehound

As well as Shelter, you can contact Citizens Advice online and they should email you back within a couple of days with practical advice

dimbo61

So you have moved into a Rental Flat ?
Electric heating and lighting ?
So the £10 emergency credit might have lasted 24 hours if you had the heating on 
With energy prices going through the roof and your on a Pre payment meter which is even more expensive.
Why did the flat have a Pre payment meter ? What rate are you paying ?
Normally pre payment meters are installed when tenants/owners get into arrears !
You need to speak to the Energy providers and the lettings agents.
Did you see the Pre payment meter before you took the flat ?