My 2 hour walk cost me £194 when my tenant could not contact me?

My 2 hour walk cost me £194 when my tenant could not contact me?

8:40 AM, 12th January 2022, About 4 months ago 41

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While I was out on a walk my tenant tried to contact me to say her boiler had broken down and the emergency breakdown co I was insured with would not attend without my permission even though the tenant offered to pay the £70 call out fee.

By the time I returned after 2 hours, the tenant had ordered another company to come and fix the problem and I had to pay their £264 bill.

My insurance company pointed out that on page 17 of the T&C’s it said that only the landlord could arrange the callout.

The company has never needed my permission to attend the property to carry out boiler servicing or CP12 certificate in the past.

Should the tenant have waited longer than 2 hours before taking action?

Many thanks

Ashley



Comments

by DSR

10:06 AM, 12th January 2022, About 4 months ago

Yes they should. It was unreasonable for them to do anything without waiting for you to respond. Two hours is no time at all. As a result I would write to them an explain this and that by them taking direct action themselves warrants them ultimately paying the bill. If shoe was on the other foot how would they like it!

by Graham Bowcock

11:26 AM, 12th January 2022, About 4 months ago

Agreed; however cold the tenant was they should have waited until speaking to you. Two hours isn't really very long to wait.

by paul kaye

11:27 AM, 12th January 2022, About 4 months ago

yes and even a couple of days is not unreasonable in these times.
I always keep some heaters I can loan tenants with no heating.

by Clint

12:09 PM, 12th January 2022, About 4 months ago

The tenant should have waited at the very least a day and it is quite ridiculous that he immediately called another contractor.

I have landlord's emergency insurance and they often take a few days to have a boiler fixed especially if they need parts.

I like Paul have some spare portable heaters that I offer to the tenants if there is a breakdown.

by paul kaye

12:27 PM, 12th January 2022, About 4 months ago

seems we all agree that the tenant spending your money
is out of order.
I am fortunate to have a local company cover all my properties for boiler and central heating cover.
I pay a monthly fee and this also gives me a gas certificate and service each year.
If the tenant calls them first thing in the morning,the company normally gets to attend same day!
I would advise the tenant to pay up by adding an agreed amount each month to their rent.I would also set up an agreement with your company to attend no matter who calls them up.
I would also state that the companies terms and conditions,are deemed to be unfair NO MATTER WHAT IS SAID REGARDING THAT THE LANDLORD MUST BOOK THE CALL

by homemaker

12:28 PM, 12th January 2022, About 4 months ago

I don't know. They couldn't have known you would only be away a couple of hours if neither they nor the insurance company could contact you, and they tried to make the payment. I think you've done all the right things and I'd take the view that this is one of those unfortunate infrequent events that ultimately can be partially offset against tax. My own emergency insurance company requires me to confirm my tenants are authorised to contact them direct by releasing personal contact details which I'm in the process of doing. Thanks for the reminder.

by paul kaye

12:33 PM, 12th January 2022, About 4 months ago

I would like to add.My company will act on the tenant ringing them up and indeed are best placed to make an appointment,or you could be ringing back and forth to agree a time etc
I give my tenants full contact details of my company so the tenant calls them direct and does not need to bother me ! even boiler service and gas certificate is done direct with the tenant as my company call them to set up appointments.
PERHAPS IT IS TIME FOR YOU TO FIND A NEW COMPANY

by reader

12:39 PM, 12th January 2022, About 4 months ago

A two hour wait does seem to be rather short period of time before calling another contractor. However we do not know the circumstances of the tenant, the extent to which alternative provision of hot water and heating is provided, the time of day the call was made, the day of the week or if a Bank Holiday wad pending.

I would suggest you give your tenants an approved contractor who will provide you with the service you and them both need.

by reader

12:40 PM, 12th January 2022, About 4 months ago

A two hour wait does seem to be rather short period of time before calling another contractor. However we do not know the circumstances of the tenant, the extent to which alternative provision of hot water and heating is provided, the time of day the call was made, the day of the week or if a Bank Holiday was pending.
I would suggest you give your tenants an approved contractor who will provide you with the service you and them both need.

by Ranger78

12:44 PM, 12th January 2022, About 4 months ago

interested to know reason tenant gave for not waiting for a response from LL. Also why did LL pay the bill - not saying it was right or wrong, just good to know. If I were in this pickle and I wanted to keep on good terms with tenant, I would explain that cover is in place, provide written guidance for future reference and split the bill if the tenant is amenable. Would love to know what response you get with whatever approach you take. Please let us know, we all face these dilemmas,

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