Landlord/letting agent neglecting my emails for settling property maintenance claim

Landlord/letting agent neglecting my emails for settling property maintenance claim

12:59 PM, 20th October 2014, About 10 years ago 5

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In the month of May this year,I received my quarterly gas bills ,which was shocking as it was around 420 pounds for one quarter period. This couldn’t have been caused by my use as I am single occupant, in office 9-5 on weekdays .

Anyways, coincidentally at that time boiler check was scheduled and the technician confirmed verbally and in writing upon his inspection that boiler for hot water was at fault as it was running in “ON” state irrespective of the settings. As a result , I should be expecting a unexpectedly high bill. Which is what happened.

Now its obvious that neither myself or landlord could have known about this issue beforehand so its just a unfortunate thing. However, given no one is particularly responsible, I was ready to split the cost equally between us to be fair.

I had to pay the bill straight away from my pocket as otherwise connection would have been terminated by gas company.

But since then I have sent numerous email to letting agent asking to settle this with my landlord. The letting agents kept ignoring my initial emails but when they realized I am not giving up, they said they have forwarded my email to landlord.

However till date I have not heard back anything. I cant really tell if its the agent ignoring me or the landlord but regardless I m being ripped off 200 pounds for no fault of mine.

Th letting agents are, in my opinion,in violation of many code of practices:
a) They didn’t resolved the matter within months of initial complaints and numerous follow up
b) Repeatedly ignored my request to provide me the contact details of the landlord,even though they are entitled to.

I am requesting and hoping for some valuable advices here how can I resolve this and address the unprofessional attitude of my letting agents.

Please help.

Many thanks in advance

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Mark Alexander - Founder of Property118

13:03 PM, 20th October 2014, About 10 years ago

Small Claims Court to settle the dispute - Ombudsmen and professional bodies take far too long and tend to be biased in my humble opinion.

Name and shame the agent here >>>

14:10 PM, 20th October 2014, About 10 years ago

Sorry Mark, have to disagree with you.

Ombudsmen and professional bodies understand both sides of the argument - they understand why a tenant or landlord may have a grievance but they also understand why in some cases the agent's hands may be tied. That's why sometimes they find in favour of the agent. Its not because they're "biased".

A judge is likely to take a fairly dim view of someone ignoring an established dispute resolution service and going straight to court unless the complainant can come up with a really good reason why they felt dispute resolution wasn't appropriate.

I especially dislike the comment that in the meantime they should "name and shame the agent". That does rather sound like you're acting as judge and jury.

Yvette Newbury

14:30 PM, 20th October 2014, About 10 years ago

I would argue that this is too complicated for the Small Claims court. It is not clear whether this money is actually owed to the tenant. Whilst the tenant has the verbal comment from the technician, it may not be the whole story and the landlord may have other information that will confirm a higher than average usage.

Mark Alexander - Founder of Property118

14:38 PM, 20th October 2014, About 10 years ago

Reply to the comment left by "Steve From Leicester" at "20/10/2014 - 14:10":

Hi Steve

Let's agree to disagree regarding professional bodies and Ombudsmen then.

However, if an agent is refusing to reply to emails that is bad customer service which is very relevant to post on a review website such as All-Agents.


13:41 PM, 21st October 2014, About 10 years ago

Hi Anshu,
A couple of issues need to be resolved, if your emails were not passed on to the landlord ask the agent for the LL contact details, and deal with him directly. I don't think this can be withheld. I manage my own properties, but Mark and others can advise you on this.

You say the Boiler is on hot water state constant. To my knowledge my boiler is on HOT constantly but uses no gas unless the hot tap is opened so No extra gas is used.

Other boilers on HOT constantly, uses a small amount of gas to heat a small reservoir so that when opening a hot tap the tap the water comes out warm/hot straight away and you do not have a delay between cold and hot. Gas use will not be excessive. if you do not have a combi boiler is the hot water tank lagged?

If your boiler is also supplying heating, is the programmer set correctly. If not the heating will come on during the day when you are at work. This uses a lot of gas.

Is your bill estimated or was it read by the gas man? if estimated it could be a long way out. If this is not your first bill check the reading on your last bill and the recent one, are they correct. When receiving any bills check the readings on the metres and let the utility company know if they are wrong.

As a LL I would be willing to look into what you have said to see if the boiler is at fault, but as an ex tradesman I do not recognise what you have stated can happen. it will have to be proven before I would split the bill. Check your boiler program is not on Constant Heating.Let me know what boiler you have, how big is the property (flat, house)

I know of electricians, carpet layers and Gas fitters who are landlords. Would a Gas fitter on this site like to comment on a hot water setting and gas usage?

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