Tag Archives: Property Management

31Aug 2012

Viewers Put Off By Poorly Presented Properties

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By Craig Smith

As one of the largest agents in Staffordshire, we get to see a wide range of properties in different areas around the county. It is always nice to see something different and how different owners have designed their homes to suit their needs and, particularly in smaller homes, how they have made best use of the space they have. But one of the issues we have is marketing a property that is not presented at its best.

General Cleanliness

One property that I showed to a couple earlier this week is a prime example. The current occupiers were still in the process of moving out so there were a few dismantled beds and pieces of furniture still to be taken away. Usually this wouldn’t put any viewers off as people who are about to moves themselves can appreciate the amount of work it entails.

The main issue for this property was the amount of cleaning that was needed. There were bags of rubbish piled in the back garden and the house really just needed a good going over with a damp cloth. If a viewer sees a property in this kind of condition it is hard for them to imagine how it will look when they are ready to move in. It also puts doubt into their minds about whether the Landlord would be proactive with any future issues during the tenancy.

Does the Paintwork Need Touching Up?

Another issue the viewers had with this particular property was the condition of the walls and paintwork throughout the house. Again, most people can look past a wall or two that is yet to be made good but when the majority of the walls need filling in and completely repainting, it can be hard to visualise the end product.

It is easy to tell someone what work is going to be carried out before they move in but it is hard for them to actually believe you without any actual evidence. For example, if one room had been started and the viewers could see tools or paintbrushes etc then they might have believed me a little more!

Keen to Get the Property Let

We understand from a Landlord’s point of view that it is best to get the property let as soon as possible to avoid any prolonged empty periods for their property. But when a property is poorly presented it can sometimes make us agents feel like we are wasting our time. Sometimes it is best to hold off on any marketing and wait until the majority of any work is completed.

Needless to say we have spoken with our Landlord since who has welcomed our advice, even if it is sometimes a little hard to put it across in a polite way!

10Aug 2012

Tenant advice: Trust in your Agent.

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By Steve Roulstone

The question of Tenants being able to trust their Agent, or knowing that the Agent they are about to do business through is one that can be trusted has shown itself in differing ways this week. There is a great difference between the two and again, as happens so often in our relationships with Tenants, it is the need for Tenants to understand why decisions are made that matters.

Firstly, from a professional viewpoint, in a Blog that I penned earlier this week, it is clear that as an industry we need to keep banging the drum about the standards that we as professional Agents sign up to. By being a member of a professional body, in our case ARLA we are showing the standards that we operate to and confirming that monies are protected both in the manner in which we run our business and the audit checks we are subject to, in order to retain our membership. SafeAgent, the kite mark adopted and marketed to further give proof of client money protection and standards should go hand in hand.

In short, if an Agent does not belong to either (Other professional bodies such as NALS and of course RICS are of course acceptable) especially SafeAgent, then as a Tenant or Landlord I would ask why not?

Then there is the day to day life of being an Agent where we are subject to the wrath of the Tenants and prospective Tenants if matters do not develop how they wish.  These so often include either being turned down for property because of being in receipt of Housing Benefit payments and the most common one, having a pet. Not forgetting of course, retention of deposits!

The detail behind the reasons when housing Benefit payments are involved are of course individual in every case, but what is always common, is that payments are made in arrears and in 13 four weekly instalments. Set this against normal monthly payments in advance and then add the difficulty created by the Council stopping payments without any consultation with us as Agents and knowing just how long it can take for payments to start again and it is not difficult to see why we do not need to recommend this situation to our Landlords.

Again in short, legally, we have to give best advice to our Landlords at all times!

Pets in houses are another long topic. Again, each situation is different, but the standards set by some pet owners damage the hopes of so many others that we cannot ignore them. Even without bad management, pets can leave an unwanted legacy, we have had too many instances of fleas up to a year after cats have vacated a property not to ignore the possibility! It is difficult to get an x Tenant to pay for carpet cleaning after they have left, so carpet cleaning becomes a must if any pet is involved.

The point I wish to make is what I have written is not unusual, and any potential Tenant affected by either scenario will have heard this and more. But those with qualifications and affiliations with professional bodies probably, by nature of how they prepare their staff, will have a better understanding of how to manage the situation and can therefore be better relied upon to look after Tenants interests and give them the ‘Duty of Care’ they deserve!

Deposits are an altogether more complicated process now, but in dealing with issues left by Tenants and confirming the payments required to correct those issues, the excuses given at times scream that the Tenants involved have no faith whatsoever in how we go about our business when, if affiliated, as discussed above, we have been trained, have years of experience and know exactly what we can and cannot claim for.

In all cases, if we are wrong, the decision is made through arbitration. We prove our case and judgement is made. If an Agent loses a case through arbitration (and here I can only speak for the Castle Estates offices) it is usually because the case was badly prepared and paperwork let them down, rather than because they were making a false claim. Membership of organisations such as ARLA and schemes such as SafeAgent should enforce this view with Tenants.

The fact they do not means more needs to be done to gain trust as an industry, more needs to be done to further the name of professional bodies (Here comes the drum) and the Government needs to get involved and introduce the legislation confirming the fact and introducing the correct level of penalty for those who operate outside of legislation. In the meantime, look for the symbols of professional membership they all have back up, but more importantly, what they stand for is professional intent!

13Jul 2012

Property Landlord advice: Why Manage privately if you would not sell privately?

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By Steve Roulstone

As a professional Letting Agent I have always believed that Landlords should use professional Agents to look after their property, these excerpts are from a similar view for Estate Agents and I am repeating them in full to show just how they compare. There are of course many more reasons once a property has been rented for using professionals in their trade, but the reasoning used here in developing a sale cross over very well and I believe make the case better than being adopted specifically for rentals.

Security: Would you normally let a complete stranger wander round your house? A good estate agent will always ensure the correct identity of a prospective buyer prior to viewing.

Credentials: An agent will also establish the ability of the buyer to proceed, following up any chain if necessary. Too many buyers say they are “cash”, only for the seller to discover down the line that the buyer has a property to sell and a mortgage to arrange. Agents are familiar with the many red herrings used by unscrupulous or naive buyers and can quickly sort the panel beaters from the embroiderers.

Viewings: One of the most misunderstood aspects of the sales process is the way in which viewings are conducted. Of course you want to sell your house, but there is a lot of psychology involved here. Anything you say, as a seller, is clearly biased and not based on helping the buyer to understand how your property could fit their needs, because you don’t know the buyer nor do you have any knowledge of their preferences. If anything you could put your foot in it. Many sellers try too hard to sell on a first viewing and distract the buyer with irrelevancies like how the boiler works. A first viewing is simply about the buyer thinking “could I be happy here?” A good agent will explore the property with the buyer’s needs in mind.

Valuation: Vendors are notoriously optimistic when it comes to valuing their property (as are certain agents of course, but that’s another story). The price you paid for your home, the amount you spent on it, the amount you need for your next purchase and the amount you need to cover your commitments are sadly all completely unrelated to the value of your property. In fact, whatever some agents and even surveyors might tell you, even the apparent “evidence” of what has sold nearby can be misleading. Buyers buy by comparison, so your property has to look good in relation to what is currently available for sale. It might appear to be an easy exercise to assess these competing homes, but only an agent knows why these properties have failed to sell. If you simply follow the apparent market then you are likely to end up on the same heap. The most damaging thing would be to allow your property to go stale on the market as it is likely not only to take some time to sell, but will probably end up selling for less than it could have achieved had it been correctly priced from the outset.

In view of the above it is little wonder that there is very little appetite for private sales in the UK especially in view of the relatively small amount of commission British estate agents earn in relation to their counterparts virtually everywhere else on Earth. Whilst there will always be tales of someone who did a great job privately these are certainly the exception to the rule.

My question having read and compared the clauses with our Industry is why the appetite for private rentals IS still so strong? Most problems arise once a Tenancy has started and it is mainly by getting one of the aspects listed wrong in the first place! The problem being that it usually remains undiscovered until later in the Tenancy, when problems arise. Then is the time that Landlords have to deal with the issue professionally and within current legislation and unless they are qualified and I obviously accept that many Landlords are either by design or experience, this is the time that mistakes can be made, but I would venture that there are far more properties under the Management of amateur Landlords than bad Agents! Furthermore, when the Agents are either with a professional body or members of schemes such as TPO then the standard of service must rise dramatically.

P.S The picture with this post is meant to raise a smile, I trust you were able to do just that!

12Jul 2012

Tenancy Issues: Nuisance Neighbours Cause Problems for Tenants

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By Craig Smith

With almost 60 million people living in the UK it is quite fair to assume that not everybody is going to get along and that each person will live their life to their own standards. (Wouldn’t it be a perfect world if this could happen?!) When two different types of people have to live in the same area, this is where problems can arise.

Complaints Concerning Rental Property

The majority of complaints made include noise issues or pets causing a nuisance. A lot of residents don’t realise that it is very difficult for a Landlord or agent to get involved in disputes between neighbours. Yes, there may be a clause in a tenancy agreement which might state that the tenant should not carry out any activities at the property which may cause a disturbance but the Landlord could find it difficult to rely on this to ask a tenant to leave without sufficient evidence.

A lot of disputes can be resolved between the two parties without the need for involving any authorities, a little common sense needs to be used if approaching a difficult neighbour. If a dispute cant be resolved there are other channels that can be explored, including contacting your local council who may be able to give further advice.

Threatening Behaviour

A recent case that has involved our office is where a neighbour has reportedly been abusive and threatening towards a tenant. In instances such as these the local police should be informed so that any abusive behaviour can be logged. Again, a Landlord or agent may still not be able to evict a tenant because of the issue although a sensible Landlord would act quickly in order to keep the property let and in a good standard.

The recent case mentioned above has been ongoing and not just an isolated incident. The Landlords have been doing as much as they possibly can in order to keep a good tenant in place and to resolve the issue but when the Landlord of the problem property is hard to contact, or if they were reluctant to assist with the matter, the tenant could find themselves feeling isolated in the property. The tenant may still be in a fixed term tenancy agreement which would add yet another problem to the dilemma.

The Solution?

Of course, a sympathetic Landlord could let the tenant leave early but this then leaves the Landlord with an empty property which could then be difficult to let knowing the problems with the neighbour! The ideal solution would be for the nuisance neighbour to leave but as this is not something that us or our Landlord can control, we are left with a very awkward situation!

05Jul 2012

TPO Explained

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By Mike Edwards

What is TPO?

 The Property Ombudsman scheme has been offering a free, independent and impartial dispute resolution service to consumers who are dissatisfied with the service provided by registered firms for more than 20 years. If a dispute is resolved in the consumer’s favour, the Ombudsman can provide redress to place the consumer back in the position they occupied before the complaint arose. Resolutions are designed to achieve a full and final settlement of the dispute and all claims made by either party. Where appropriate, the Ombudsman can make compensatory awards in individual cases up to a maximum of £25,000 for actual and quantifiable loss and / or for aggravation, distress and inconvenience caused by the actions of a registered firm.

 Independence

 Whilst TPO charges registered firms an annual subscription, the Ombudsman reports to the TPO Council, the majority of which is made up of non-industry members. It is the Council who appoints the Ombudsman and sets his Terms of Reference (i.e. how the complaint process operates). The Ombudsman is required to report to the Council on a regular basis.

 The Ombudsman is not a regulator and does not have the authority to take regulatory or legal action against a registered firm. However, registered firms can be referred to the TPO Disciplinary and Standards Committee, appointed by the Council, which has the power to expel firms from the scheme and / or report them to the Office of Fair Trading, which has the power to ban firms from carrying out estate agency business.

 TPO is a member of the British and Irish Ombudsman Association (BIOA).

 Membership

 At June 1, 2012, more than 21,770 offices were registered with TPO. This figure includes 11,749 sales offices and 9,301 lettings offices. TPO estimates that these figures represented 93% of sales agents and 64% of lettings agents operating within the UK.

 Further information

The Ombudsman’s Terms of Reference, the Codes of Practice, Consumer Guides and other documents about the operation of the scheme are available at www.tpos.co.uk, together with previous annual and interim reports, further explanation of governance arrangements and a full list of registered firms.

 

21Jun 2012

Property Landlord advice: The responsibility for Tenants in rented leasehold property.

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By Steve Roulstone

It is strange how issues worthy of writing about as far as Block Management are concerned have been somewhat thin on the ground and then within the space of two weeks several matters arise which  are worthy of note. This time it is the question of Fire and Health and Safety information in a block of leasehold flats.

The Story.

What happened here is we received a letter from the Fire Brigade, telling us of a call out they had received from a resident at a block that we manage because an alarm was set off over the bank holiday weekend. The problem here was that the letter was accompanied by an invoice for a wrongful call out, effectively billing the site for wasting the Fire Brigade’s time. A fine in effect, which they priced at (and no doubt the courts would uphold) £500.00.

The Impact.

We phoned the Landlord, who self manages the flat (looking after the Tenant themselves) and informed them that their Tenant had failed to read the notice displayed on the ground floor, or that the Landlord when moving somebody in had failed to point out the correct procedure, which clearly stated that when the alarm sounded, the first person to contact was our service providers Chubb Fire. This was the mechanism put in place to ensure the Fire Brigade were not called out as a false alarm.

The Responsibility.

As I have confirmed here, it is not our role to advise sub-let Tenants how the site runs. Their contract is with the Landlord and his agent and that is clearly where the legal duty lies. But this was not the reason given as why the Tenant did not deal with the incident in the manner instructed. Rather because they were Polish they were unable to understand or read clearly the instructions. I will leave aside the course of action any Landlord should take in ensuring their Tenant is well advised although the answer does lie partly in that fact.

The Information.

Several years ago during our first Health and safety check of the site, I had held a heated debate with the Company charged with carrying this inspection out, about the need to have notices in several differing languages, to ensure we were seen to do our best to ensure everybody on the site understood the necessary safety  instruction. My point was that the walls of the corridors were only so big and it would be impossible to supply sufficient translations to cover all possible nationalities and there subsequent language needs.

The Solution.

There is a serious point here, which is that it is impossible to supply a copy for all possible language requirements. Therefore our solution was to offer free translation, which it is not that difficult to do, for all requested languages. This way, whilst the legal responsibility does not lie with us, as stated, the relationship is between the sub Tenant and the Leaseholder, we could be seen to do our best for our Leaseholders and to reinforce what was happening, we wrote confirming this as part of a change to what have been called site rules, which we advised all owners are to be handed over to all subsequent owners. We also confirm this when we are able through requests for information for new owners as purchase questions are raised by the legal profession.

The Outcome.

All of this though definitely confirmed that the current Landlord is wrong in their assumption that the cost was not the responsibility of the Polish Tenant who called the Fire Brigade in the first place because he could not read the instructions correctly, therefore they will remain liable for this cost. The fact that we were accused of failing to supply a translation sits squarely with the Landlord as we had not been asked to supply one. What remains a fact is that It is impossible for us to cover every eventuality, and Landlords should realise that they are the party, as the second signatory to the agreement along with the Tenant, that carries the responsibility for ensuring the Tenant is correctly informed.

28May 2012

Property Landlord advice: Lesson learned when accepting second hand Tenants.

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By Steve Roulstone

Nowadays, especially with the profusion of property currently available in Staffordshire, it is becoming more popular for some Landlords to consider employing a second Agent to source a Tenant for them.  This is especially the case with Tenant find Landlords as the Tenant is easier processed if there is no Management scenario, which makes swopping between Agents much more difficult. We have just experienced such a scenario for a Managed property and the consequences are not ideal.

The Problem.

The house itself was the problem, not only was it a large four bed roomed detached house, but it sat right on the edge of a natural area of outstanding beauty that justified the expensive valuation. Understandable when the garden is surrounded by deer fencing and the road stops right outside your home! The problem being that property of this value has been as difficult to rent during the spring as it has been to sell! The Landlord spoke about his urgent need to rent and we chose a second Agent between us that we thought would best help his cause.

Control.

In effect when using this method we control and therefore retain Full Management. In this instance the second Agent found the Tenant, this of course does happen, but we take over as soon as the Tenant confirms their interest and we negotiated the referencing procedure through to check in. What confused the issue with this Tenant, was that we were dealing with the parents of the Lady concerned who held the same surname (the same surname we were provided with by the second Agent) they lived out of the area and were not the quickest when going through the procedure.

Procedure.

This meant that the process took about twice as long as it should have done, and after passing referencing, we raised the paperwork in the same way as always, confirming addresses, bank details, asking all relevant questions at the relevant times and carried on booking the check in and clearing payments prior to the date.

The Check in.

Therefore, it was not until the actual check in that we discovered the person renting the property had never even visited the property before until that day and that even the forms were completed by the Tenants parents (Although signed correctly by the Tenant) The problem being, that even though the Referencing forms had been completed indicating no pets, when asked as part of our inventory procedure, the Tenant suddenly announced that they had a small dog!   

The reolution.

In the end, after confirming we would not proceed until clarification from the Landlord, the check in was delayed as we would not proceed and hand over keys without specific approval, the Tenancy commenced one day late and the Landlord ended up with a dog in his house, accepting a larger deposit rather than lose another month at least finding a replacement.

The Lesson.

It is a rule for our office never to accept a Tenant for a property until they have viewed the house concerned, accepting that sometimes, when people are abroad, differing arrangements need to be made. But at these times we do everything we can to avoid problems prior to the check-in. Needless to say, having looked at how this situation arose, we will ensure that we meet any and all Tenants if the same situation arises again if at all possible and there is no doubt this has been a lesson for us as well as a check on our systems.

Timely reminder.

A reminder because we would normally go through such questions when carrying out property viewings which are always carried out accompanied, giving us the chance to ensure we are fully aware of the Tenants circumstances. The problem arose because we assumed the second Agent had already done what we did when assessing the Tenant at the initial viewing and there is the lesson – never assume – you know the old saying, it can make an ASS out of U and ME!

24May 2012

Current Property News: EPC Clarification? – Hardly!

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By Steve Roulstone

Last week I spoke about the confusion surrounding the introduction of the new legislation surrounding the supply of EPC’s to potential Tenants and how they need to be displayed when advertising properties in both the media and standard window displays. This week we have achieved some clarity through this link to a Q&A paper supplied by the NFPP.

Display documents.

Thankfully, it confirms that window display do not need to have the EPC displayed, which would as a stated, have meant whole scale changes throughout. In fact the clarification does make sense and now every time we give the same property documents as displayed actually out upon request, a copy of the first page of the EPC will be attached. Internet documents have always been clear and a copy needs to be available via a link for every property displayed.

Remaining question.

One area still remains unanswered and this is mainly because the Trading Standards Office (TSO) have as yet failed to contact me to confirm how they view electronic window displays, such as a TV with a scrolling image. As the TSO are the agency charged with enforcing the regulations and the body who will issue fines for non compliance, they will be the body I will seek confirmation from, but hopefully common sense will again prevail and the term ‘window display’ will win over ‘electronic display’ when they confirm an answer as it is the difference between the two definitions that is causing the remaining confusion.

Remaining confusion.

However, one area of the new regulations is still causing confusion and that is whether an EPC in the new format is required even if the existing one is still within its ten year time frame. At present each EPC for a rented property does have a ten year life, but the new regulations ask for certain pieces of information, as displayed on page one of the new style certificates to be included, but this information is not on page one of the old style certificates.

Legal view.

 The legal view is that to comply with the legislation, a new certificate has to be supplied, otherwise how can we provide the information as needed on page one of the new style certificates. Bearing in mind the regulations actually confirms the data as listed on page 1 of the new certificates.

Industry view.

Surprisingly, the view of the industry (at least locally) is that a new certificate is NOT required, and that the old style, even though it does not include the data referred to on page 1, is sufficient. Surprisingly because one would assume they would take the line of least resistance and of course, increased revenue!

Still waiting.

Having now been waiting for over a week for TSO to phone me back, had a row with my legal advisor because he cannot see the commercial sense with which I will be putting my Company at a disadvantage if I only took his view locally and had to insist that my current EPC provider asks again specifically about the issue of providing the data as specified when he has already responded to my question, means I am winning no friends in trying to resolve the issue, but as it is my Company that would be fined if we get it wrong, I must be persistent. But the worst comment that has come out of this shambles and I firmly believe that it is a shambles, is that there is no definitive answer, and only the courts could provide one! Perhaps I should just ignore the law then unless my Company is successfully prosecuted? It just makes further nonsense all round!

14May 2012

Property Landlord Information: A Guarantor is a Guarantor is a Guarantor!

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By Steve Roulstone

Just when you think you may find it difficult to think of something to find as a topic for the second Blog of the week, actually working day to day in a Lettings office comes up trumps. There is after all always something happening and something to write about but never surprising. The point is that it is nearly always a subject that has cropped up before, quite often from a different angle or from a differing view point, but very rarely is it a subject that is new to our experience, which means we are able to respond correctly and quickly.

When is a Guarantor not a Guarantor.

Today’s topic is one that usually only raises its head when another problem exists in the background, so when the conversation starts with the statement ‘I do not want to be a Guarantor any more’ The first question has to be why and then of course we have to advise the consequences, which, unless a replacement is already lined up, is that the Tenancy is still live and that they are still responsible as Guarantors.

Differing positions.

Of course there are many differing situations, this morning’s was the most common one, one partner has left the house and the Guarantor has found themselves looking after the child’s ex partner. This is usually the worst scenario, as we also have to inform the wounded parent that not only are they still liable, but also their child is still responsible for the rent and of course property  as well, until acceptable alternative arrangements are confirmed.

Best advice.

 Of course we do everything possible to make people aware of their liability before the agreement is entered in too, including a separate fact sheet for the Guarantor which is also signed separately to the agreement. The problem is who reads them? We also prefer the Guarantor to be present at the check-in, where the Tenant who has also been given a copy of the agreement to read prior to moving in, which is also ignored more often than not. The point being  that no matter how much we try and at least some do read the information, so it is worthwhile, a percentage of those that do not end up hearing exactly what they do not want to hear when the question is asked.

Solution.

Well in real terms, i.e. as per the agreement, there is not a solution, rather the Tenants have to abide by notice, if the second party still wants to leave and therefore the Guarantee agreement still stands. However taking a practical stance, providing the Landlord does not loose rent then either a replacement can be found or an alternative Guarantor, but ONLY when either criteria is met and new documents signed is the original agreement replaced and not until. Of course if as stated the second person does not leave or no alternative Guarantor can be found, then there is no change!

Conclusion.

So my original statement stands, because a Guarantor is the Guarantor for the duration of the agreement. Of course such problems, whilst being the bread and butter of such articles as mine, do not happen often and if 95% of Tenancies pass without a hitch, then the same percentage of Guarantors never have to make that phone call! 

 

26Apr 2012

Tenant advice: High expectations and Ball gazing.

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By Steve Roulstone

 

Having been commentating on daily matters for two years now, you would think that I would have covered most things and indeed the subject of today’s post has been touched on before, but two situations that developed yesterday are both worthy of comment and one was a first for me!

 

Normal practise.

 

As Agents, we do everything possible to respond to repairs and breakdowns as soon as we possibly can, (or should I say as soon as our Contractors can) Not that some Tenants feel this is good enough, but we even advise Landlords who want their own contractors to deal with any issues surrounding their house, that unless they have worked for Letting Agents before, the only issue we are liable to have is the response time that our contractors understand we require. In reality though, we can of course only react to what we are told.

 

Phone call number 1 and 2.

 

Yesterday we received a call saying a heating system had stopped working and would we get somebody to sort it out. The answer was yes of course, but as we always do, we pointed out that should the problem be something like a dead battery or drop of pressure, because boiler instructions are always left at every house, it could be that any costs would be put to the Tenant. (Imagine if we did not and then told the Tenant they must pay) Contractor was arranged and before they arrived, we received a call saying the problem was resolved and we of course cancelled the call out.

 

Phone call number 3

 

We then received a call from the same Tenants partner suggesting that we should have allowed the call out to proceed because the heating still does not work and what were we doing cancelling the initial call out. We of course said because we were told too, and this Tenant then asked if we were blaming his partner for failing to repair the boiler!?

 

Star gazing.

 

The difficulty here apart from cancelling the initial call out, is the level of expectation from the Tenant. We would not wish to make any statement about where the fault lay, but the problem for the second Tenant was that we had cancelled the first call and could not arrange another visit on the same day, when his call was made at 4.45pm. It is of course unreasonable to have contractors standing ready to react. Like all Agents we build up relationships with our contractors, so they will react as quickly as they can for our Landlords, but nobody can reasonably expect to firstly carry on with the call when advised we need not and secondly get somebody to call that day with so little of it left!

 

Broken Lock.

 

The second instance was a Tenant who had both a locked door to her flat and a second external locked door to the outside. The door to the outside had a lock that failed, which resulted in a phone call to us about the lack of security. The problem here was that the call came on a Sunday evening and the door could still be locked by sliding the bolt. If a member of our staff had received the call, we would have said talk to the neighbour who shared the door and ensure all is safe until tomorrow, when we will get a contractor out. With a second lockable door that should have been sufficient.

 

Wrong number.

 

The problem arose when the Tenant phoned the emergency number they had been given when they moved in to the property, which we no longer relied upon, using our own staff to cover the phone for the last two years. We wrote to everybody at the time advising them to use the new number. The Tenant could not find the letter! The Contractor reasonably listening to a call from a single young Lady reacted and repaired the lock. The Landlord received an invoice for £65 and the Tenant had a good night’s sleep.

 

Who pays?

 

Technically we could have charged the Tenant, or refused the invoice from the contractor for reacting prior to instruction, but that would have upset somebody who reacted in good faith and is one of the people we do rely upon when true emergencies do occur. A no win situation for us, because from the Tenants point of view, she believed she was also asking the work to be completed and allowed the contractor to carry out the work in good faith! Luckily, the Landlord understood and accepted the charge.

 

Conclusion.

 

My conclusion is that no matter how hard we try, these things are going to continue to happen and Tenants will still feel they should receive a response when they wish and without delay. There are of course times when these matters are truly out of our hands such as unavailable parts. But we must keep plying our message taking every opportunity to explain the reality. That does not change my request, which would be that Tenants understand that they will receive a response that is quicker than most other scenarios and especially when compared to the average home owner requesting the same services.