Damp and poor service

Key topics: Damp and poor service

Award: Written apology + £75 compensation

Resolved by: Early resolution  

What happened?

The complainant said:  

• there discovered some damp which they reported to the agent straight away

• they wanted to leave the property and were advised there would be an early termination fee

• the agent gave the impression that the damp would not be sorted and had been going on for over seven months

• the agent has been unhelpful and not always responded to requests for updates and information

The agent responded, saying:

• when the complainant raised the issue, the agent immediately sent someone out to investigate  

• the complainant made it clear that they wanted to move out so were advised of the early termination costs which they paid

• the landlord asked quotes for the windows to be replaced, but this only happened after the complainant moved out

What evidence was provided?

Inventory, tenancy agreement, email communication, timeline of events  

What was decided and why?

• The evidence showed that damp was reported and the agent initially responded straight away

• The timeline and email evidence then shows there were delays from the agent when responding to the complainant’s emails chasing for updates and information, with no plan for the issue to be resolved which went on for several months

• It was also clear that work was only completed after the complainant had left the property, nine months after the agent was first notified

• While the landlord was responsible for the time taken to agree to costs for replacing the windows, and carry out the work, the agent was responsible for keeping the complainant updated regularly on what was happening, and any action that could be taken to minimise the problem

• For the poor service and communication, the agent was to send a meaningful written apology for the inconvenience caused and pay £75 compensation

How can you avoid this happening in future?

• Make sure you respond to any issues reported by consumers to let them know you have received it and when you will next update them

• Provide regular updates to consumers about any maintenance issues with an expected timeline if possible

• Regular communication with tenants can help maintain your landlord client’s property and your relationship with the tenant

For more information on understanding damp and mould issues and responsibilities, read the guide from our partner mydeposits here.