Key topic - Leasehold maintenance
Award
£200 compensation
Resolved by: Early resolution
What happened?
The complainant says:
- They reported maintenance issues to the agent which include the lift being fixed and then out of order again, on several occasions
- The agent advised that work would be carried out, but things are still outstanding
- They sent several emails chasing the agent for an update
- They want their management fees refunded as the agent is not carrying out their responsibilities
The agent responded, saying:
- There are insufficient funds in the service charge account
- They are chasing some of the other leaseholders whose service charges are still outstanding
What evidence was provided?
Emails
What was decided and why?
- The agent is responsible for the day-to-day maintenance of the development
- The agent can only carry out their duties if there are sufficient funds available
- While the agent is not responsible for delays outside of their control, they are responsible for making sure they communicate effectively
- The agent was instructed to:
- Keep the complainant updated regularly
- Let the complainant know what they are doing to make sure there is a proper fix for the lift and other outstanding maintenance
- Pay compensation for poor communication
How can you avoid this happening in future?
- Agents must be clear and transparent in their communication, keeping leaseholders updated
- Agents must make sure that reputable contractors are used to carry out maintenance and check that the quality of the work is reasonable
- Processes should be maintained to make sure the building is being managed properly
