Key topic:
Communal door and delays
Award:
Apology and £50
Resolved by:
Early resolution
What happened?
The complainant said:
- the agent was made award of an issue with the communal front door which was broken and unable to lock
- the security cameras above one of the front doors was also not working
- these issues affected the leaseholders’ safety because:
- they were at risk of strangers entering the property
- anyone could access the post room when the door is not locked
- the door is still broken, and it is now over twenty weeks since the complainant sent their initial complaint
The agent responded, saying:
- the building’s front door was broken for a while, but they did instruct their maintenance contractors, and then outsourced another maintenance contractor, door specialist and locksmiths to provide estimates and deal with the repairs
- the latch and the frame were found damaged by wear and tear and the agent did chase for the work to be completed as soon as possible but they had to wait for certain contractors due to the nature of the issue
- the door and lock have now been repaired
- the complainant has been compensated with £200 for the inconvenience
What evidence was provided?
Job sheets, invoices, email communication, photos and videos
What was decided and why?
- The evidence showed that agent was notified of the issues and the work was completed after three months
- It was clear that the agent had engaged contractors and was waiting for them to attend the property as soon as they were aware of the problem
- The agent could not be held responsible fully accountable for the delay as the repairs were dependent on the availability of the contractors and any parts
- While compensation had been paid to the complainant after two months, it took considerably longer to get the problem sorted and the agent, while proactive in trying to resolve the issue, did not keep the complainant updated
- For the ongoing inconvenience, the agent was to send the complainant a written apology and an additional £50 compensation
How can you avoid this happening in future?
- Make sure you respond to any issues reported by consumers as soon as possible, even if it to just to let them know you have received it and when you will next update them
- Provide regular updates to consumers about repairing issues, especially if you are relying on contractors and repairs may be delayed
- Always keep communications clear and send them in a reasonable time
For more help and advice, visit the resources section here on our website.
Contact us
0333 321 9418
Info@propertyredress.co.uk
www.propertyredress.co.uk
