14th Jun 2024 (10 mo. ago)
Two major issues since having lived in the property for two months:
1) The fire alarm went off twice due to other flats. Ok, this happens, not Moorfields' fault. However, the first time, we were unable to switch the alarm off after knowing we were safe. We contacted Moorfields, who told us the switch is in the communal area of the other flats of the building. We do not have access as we are the garden flat with a separate entrance. The fire alarm went off again a couple days later in the night, we were unable to access the switch. Only the next day did Moorfields tell us we needed a key in order to access the fire alarm switch, then decided to deliver the key. When I brought up the issue (today, amongst a series of issues) the representative on the phone told me it "wasn't their fault the previous tenant hadn't told them the fire alarm switch was in the other building" and also "the previous tenants didn't let us know the sensitivity of the alarm". This raises serious safety concerns about Moorfields not knowing fire safety features of their properties and relying on "previous tenants to communicate".
2) Today, there was a ladder in our garden going up to the flat above, with banging and a man I did not recognise in the flat. I had received no communication about intended maintenance on the building. I phoned Moorfields to enquire, as it looked potentially very suspicious, worst case scenario a break in. Moorfields told me there was no expected maintenance on the building. I shouted up the ladder, a man arrived at the window to tell me he was installing a boiler. I phoned Moorfields again and they then confirmed that yes, actually, there was maintenance planned for a boiler. When I told the representative on the phone that I was unimpressed with Moorfields' poor communication, he explained that sometimes boiler installation involves outer building work , which was completely irrelevant and defensive in a situation where a lack of communication on Moorfields' part caused worry, confusion and time taken up unnecessarily.
Other issues with Moorfields over our tenancy so far (two months):
Before signing the tenancy agreement, my partner was told outright that our pets (guinea pigs) would be allowed at the property.
When signing the tenancy, I asked to have written confirmation of this. Moorfields then went back on what thy said, asked us more questions about our pets and then said they needed to "check with the landlord".
Upon moving in, the property was left with a broken microwave in the kitchen, and a pile of wood with nails sticking out along with a rusting barbecue grill in the driveway. When we raised this, Moorfields suggested we put these items in the bin. I communicated back that we had, of course, considered the bin as the more obvious means of disposal, but that they were too big. Moorfields agreed to arrange for the items to be disposed of. The barbecue grill was disposed of a week later, but the pile of wood was simply moved onto the pavement where it stayed for weeks (not sure whether the Moorfields eventually disposed of it or whether it was removed otherwise). The microwave is still by our front door, where I explained it would be ready for collection, but was never disposed of. When addressing these issues, Moorfields have been defensive and tried to abscond from their responsibility over the issues, rather than admitting fault in order to find solutions for the future. I did receive an apology over the phone but it was after a long discussion and was accompanied by excuses blaming everyone but themselves for the neglect and lack of communication.... Read more