I signed onto an 8-month tenancy, only to move into a room and flat ridden with maintenance issues. The agency's complaints procedure (managed by Ben Adams) does not protect tenants at all, to make things worse. For example, before I moved in the agency did not even check the room's condition, as a result of which I moved into a room with a broken bed frame, 3 broken window blinds, a broken desk, and very dirty surfaces everywhere. Subsequent additional issues were so bad I developed anxiety and insomnia. Issues include countless plumbing issues, moss growing across my bedroom wall, three broken blinds facing onto brightly lit windows, fire alarms which would go off in the middle of the night and each time anyone cooked or showered, several mouse infestations, a broken desk, a faulty toilet, missing/broken front door lock, etc. The plumbers they sent to the flat over three to four times over one week left the flat in a muddy and dire state every time, without repairing anything. By the 5th month of stay, I could not take it anymore and decided to move out.
I also submitted a complaint form listing all the maintenance issues with comprehensive supporting evidence of each. The agency took over 3 weeks to 'consider' my complaint form. The outcome was basically that the agency discarded all my complaints without taking any responsibility. They *acknowledged all the maintenance issues I listed* but took zero responsibility for any of them, even though my contract was with the agency. They were rude when I called them and their response to my complaint form was that they dealt with the maintenance issues promptly. They didn't bother to objectively evaluate the issues I listed by claiming that they asked my flatmates whether they were affected by all the issues, some of which were only in my room. (One of the worst maintenance issue occurred during one of my flatmate's 3-week absence from the flat.) *Yet they recognised all the issues, which is self-contradictory, and suggests the agency's dishonesty and insensitivity.* I informed them of all the issues throughout my tenancy and they were documented by both sides. Since I moved out of this accommodation (and into average accommodation) I feel as though I am on holiday. The complaints handler at the agency, Ben Adams, avoided my phone calls and accused me of asking him 'pressuring questions' when I finally got him on the phone for the first time, three weeks after I sent in my complaint form. He told me he wouldn't talk to me, and avoided answering any of my questions. The agency also did not acknowledge my countless email and phone confirmations that I had moved out over several weeks. Instead, they waited until three weeks later to tell me that I had not followed the agency's particular procedures for terminating a contract, and they only did so after I called them. They never apologised or took any responsibility for the maintenance issues and the condition of the flat. That is the least I would expect from a halfway decent estate agency. The only way forward seems to be by sending my complaint form to the Property Ombudsman.
1095 days ago