Tenant, boiler, estate agent

[WhatToDog]

Have NC for this as its identifying.

I have a tenant in a small flat I let out fully managed by a well known lettings agency. A few weeks ago the tenant had a problem with the boiler and a plumber went round and fixed it- I wasn't there but have used the plumber before, he's good and sent me photos of the boiler before and after with new parts. That was 3 and a half weeks ago.

2 days ago I received a text from the property manager saying the plumber had never showed up. I explained he did, gave him the date and sent photos. He said the tenant is still having problems. I asked for more information and said I would send the plumber again. He said he had no more information.

Today I chased and asked what exactly is the problem the tenant has reported- the agent says he has no more information and can't get hold of the tenant and wants me to just send the plumber to see what's going on. I replied saying I want the plumber to attend when the tenant is there so they can have a conversation and asked the agent to find times when this can happen.

AIBU to not send the plumber before getting this information? I don't live nearby so can't physically go myself.

To clarify I have said I won't send the plumber without more information - I explained if I have some information he can turn up ready to deal with the problem. The only information I've been given is that there is a problem but I don't know if it's a leak/ no hot water etc.

This is why we don't use a managing agent for our flat, because it ends up with messages being passed back and forth when a quick conversation with the tenant would solve the problem.
No, don't send the plumber until you've spoken to the tenants. I assume you have contact details for them so bypass the agent and talk to them directly.

I don't have contact details for the tenant- it's all through the lettings agent as I pay them to fully manage the property to deal with things like this (the irony).

I'm glad you don't think I should just send the plumber blind.

"lettings management" is just a messaging shuttle service as far as I can see

I had the same experience. So useless.

I agree- they're useless. Unfortunately I've used myself into a contract.

Would you send the plumber in these circumstances or demand some information first?

Definitely get some information first.

If the letting agent can't manage to liase with the tenants and contractors themselves, they're being incompetent. It's a waste of your money and the contractor's time to send someone around without a basic understanding of what the reported problems are; yes, they may be able to diagnose the issue, but they need to know how long it's been going on, what usage problems the tenants have been having, etc, in order to effectively fix the system.

Plus, if the letting agent says he can't get hold of the tenant, be very cautious about sending a contractor to let himself in. If the tenants aren't happy with this, you could get stuck with legal action.

I'll add that you really want decent communication about boiler problems, as it's a complicated system with the potential for chronic or knock-on issues. What you don't need is what I've been dealing with for the past few years in our rented flat: a series of contractors being sent around by the letting agent, none with any briefing on the ongoing situation (beyond 'boiler playing up'), all doing something different and criticising the actions of the previous! It's wasted so much of our time and I dread to think how much it's cost our landlord.