0:01 AM, 18th May 2023, About 10 months ago 6
Hello – long-time reader, first-time poster – many thanks in advance for any suggestions!
I have a repair which has significantly overrun, due to mistakes made by the freeholder’s repair company. Looking for suggestions on appropriate compensation/mitigations for me to offer to tenants.
I am the landlord of a 2-bed flat in London, shared by 2 friends (so they use both bedrooms separately). The flat is leasehold and is part of a small block; repairs to the exterior are managed by a ‘repair partner’ company. Lease states that certain repairs, including windows, should be done by this company (and, based on past experience, they are inflexible regarding letting owners complete these repairs themselves).
4 months ago, I logged a repair for a window with a broken opening mechanism (due to normal wear and tear). This has a repair SLA of 20 working days (as per the ‘repair partner’ written guidelines) but was initially delayed by 5 weeks because the ‘repair partner’ repeatedly gave the glazier incorrect address details – meaning repeated missed appointments.
When the glazier did attend, they noted a new part was needed, with an 8-10 week lead time, which the ‘repair partner’ said was on order.
The glazier sealed the window closed in the meantime (I provided tenants with a dehumidifier and offered payment for running costs).
I reached out to the ‘repair partner’ after 6 weeks to check if the replacement part was on track and to see if we could book a date in advance for glazier to fit. It turned out that the ‘repair partner’ had forgotten to place the order. This means a further 10-12 weeks wait time – so bedroom with no opening window going into the summer months.
Setting aside frustration with the mismanagement of repair by the ‘repair partner’ , my main concern is how to mitigate discomfort for the tenants – and ensure that they feel I’m recognising their discomfort and treating them fairly.
– Provide de-humidifier and pay for running costs (already done)
– Provide a portable air conditioner and pay for running costs
– Provide a flat-rate per week rent refund (not sure how to calculate a fair amount? Maybe 10% of monthly rent?) per month of overrunning work.
Please let me know if you have any other suggestions!
I should note that tenants have not made a fuss or asked for anything here – but the further 10-12 weeks delay will be a big blow and I want to get ahead of their understandable frustration by offering some sensible mitigations/compensation upfront.